Pearson has one of the worst satisfaction ratings for "mega airports" in North America

Sep 26 2019, 9:14 am

Toronto Pearson Airport’s customer satisfaction rating has gone down.

While last year, the international airport (aka YYZ) barely rated above average when it comes to customer’s satisfaction amongst the ‘mega airports’ of North America, this year’s JD Power survey shows it’s just gotten worse.

According to JD Power, the 2019 North America Airport Satisfaction Study measures overall traveller satisfaction with mega, large, and medium North American airports by examining six factors (in order of importance): terminal facilities; airport accessibility; baggage claim; security check; check-in/baggage check; and food, beverage, and retail.

Mega airports are those having 33 million or more passengers per year, and that’s where Pearson was ranked.

This year, Detroit Metropolitan Wayne County Airport ranks highest in passenger satisfaction among mega airports with a score of 786. Minneapolis-Saint Paul International Airport/Wold (779) ranks second, while Las Vegas McCarran International Airport (777) and Orlando International Airport (777) rank third in a tie.

The average score for a mega airport was 756, and Toronto was below that.

Ranking just under San Fransisco’s International Airport, Pearson Airport scored a 745 rating, which is “about average.”

This significantly lower than the airport’s 2018 score, which was 761.

Sharing the bottom ranking with Toronto are Seattle-Tacoma International Airport, Logan International Airport, O’Hare International Airport, Los Angeles International Airport, and Newark Liberty International Airport.

JD Power’s North America Airport Satisfaction Study