As air travel continues to surge across North America, a recent report has shed light on how some major airports are struggling to keep passengers satisfied—and unfortunately, one airport in Ontario has found itself near the bottom of the list.
Despite more than three million passengers passing through North American airports in a single day on July 7, Toronto Pearson International Airport, Canada’s largest airport, found itself nearly last in the J.D. Power 2024 North America Airport Satisfaction Study rankings, placing 19th out of 20 in the “mega” airport category.
The J.D. Power study, which surveyed more than 26,000 recent travellers, measures airport satisfaction across a range of factors, including the quality of facilities, ease of travel, staff interactions, and the availability of food, beverage, and retail options. With a score of 559 out of a possible 1,000, Toronto Pearson only narrowly avoided last place, which was claimed by Newark Liberty International Airport at 552.
Michael Taylor, managing director of travel, hospitality, and retail at J.D. Power, noted that despite a surge in travel demand and rising costs for flights, hotels, and services, many North American passengers still enjoy their airport experiences. However, Toronto Pearson’s low score reflects persistent challenges in delivering the kind of seamless, satisfying travel experience that passengers expect.
While Toronto Pearson continues to face mounting criticism, airports like Minneapolis-Saint Paul International Airport—ranked first with a score of 671—are seen as setting the benchmark for what a “mega” airport experience should offer. Toronto Pearson’s placement highlights ongoing issues with crowded terminals, long wait times, and limited food and retail options, which have long frustrated both local travellers and international visitors.
The report indicates that passenger satisfaction is starting to reach a breaking point, particularly when it comes to spending inside airports. With the average terminal spend per person dropping from previous years, airports are facing new challenges in balancing high volumes of passengers with quality service and amenities.
You can learn more about the report's findings here.
