Toronto Pearson International Airport has among the lowest customer satisfaction rankings among North America’s biggest airports once again, a new survey has found.
The Toronto airport scored 559 points out of 1,000, 36 points below the segment average."Huge air travel demand has not slowed down in North America, despite the steadily rising costs of flights, ground travel, hotel rooms and pretty much anything you can buy in an airport," Michael Taylor, managing director of travel, hospitality and retail at J.D. Power, said in a news release.
The Minneapolis-Saint Paul International Airport ranked first in the survey while New Jersey's Newark Liberty International Airport placed last. In a statement provided to CP24, a spokesperson with the airport took issue with the methodology of the survey, which was based on the responses of 26,290 fliers across North America who flew through at least one U.S. or Canadian airport and evaluated their departure or arrival at an airport."We have questions about the credibility of the methodology used to determine the J.D. Power tanking. The survey is heavily skewed toward U.S.
"We have people who are unsatisfied with the results but the biggest impact on Toronto Pearson is the fact that there's a great deal many more passengers travelling through Toronto and through Montreal," Taylor said. "That has a huge impact on satisfaction. If the airport is crowded, it's harder to get to, parking lots close, people get confused by the signs and directions so they're trying to doge travellers, TSA and security takes longer.
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