(Toronto) Toronto and Montreal airports found themselves at the back of the pack in the race for passenger satisfaction this year, according to a study by J. D. Power.
The study ranks Toronto Pearson Airport as the second-from-bottom largest airport, serving more than 33 million passengers annually.
Montreal Pierre-Elliott-Trudeau Airport ranks third from the bottom in the next category, with passenger traffic between 10 million and 32.9 million per year.
Separately, Western Canadian airports rank slightly better in terms of consumer satisfaction, with Calgary and Vancouver airports ranking 10th and 17th, respectively.
Overall, the report suggests that overall satisfaction among all North American passengers has improved since last year despite obstacles such as a persistent pilot shortage, weather-related delays and cancellations, and severe asks passengers.
J.D. Power’s Michael Taylor says it hasn’t been an easy year for North American airports, but significant improvements have allowed many to handle the influx of passengers and operate at full capacity .
The report, which surveyed 27,147 people traveling through at least one U.S. or Canadian airport between August 2022 and July 2023, suggests that crowds will continue to be a challenge for the foreseeable future.
Toronto Pearson maintains that efforts have been made to improve passenger satisfaction.
“While we are disappointed with the results, the (Greater Toronto Airports Authority) has been working tirelessly with airlines, agencies and other partners to improve the passenger experience since last year’s relaunch,” she said in a statement.
