Sachin Walls
Toronto's Pearson Airport has been notorious for its long lines, delayed flights, lost baggage, missed connections, and poor customer service. The airport has been deemed the worst international airport for delayed flights, with passengers complaining about hours-long waits for their baggage and endless lines at the lost luggage counter. However, recent improvements have been made to enhance the passenger experience, including new e-gates, advance customs declarations, and AI in the baggage department. While some sources claim that the airport is now functioning more efficiently, with reduced delays and improved staffing numbers, others argue that these problems have persisted for too long, and it is time for the relevant authorities to take accountability and implement effective solutions.
| Characteristics | Values |
|---|---|
| Long lines | Yes, but not as common as before |
| Lost baggage | Yes, but airlines are responsible for this |
| Flight delays | Yes, but less frequent than before |
| Customs | Processing times are higher |
| Staffing | Numbers are up |
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What You'll Learn
Long lines and wait times
One of the primary issues contributing to the long lines was the high number of flight delays. According to statistics, 56% of flights were delayed in the given period, a slight improvement from 65% in July. These delays resulted in crowded terminals and long lines, with passengers reporting hours-long waits. The immigration hall, in particular, was often congested, with returning passengers sometimes being asked to remain on their planes until the situation eased.
The baggage system also contributed significantly to the long wait times. There were frequent issues with baggage unloading and delivery, with ground crew availability being a common problem. This resulted in long lines at baggage carousels, with some passengers reporting that no bags were being delivered for extended periods. The issue was severe enough that passengers from a Tokyo flight applauded when their first bags appeared on the carousel.
The responsibility for the baggage chaos was disputed, with airlines and airport authorities blaming each other. Beverly MacDonald, a spokesperson for the Greater Toronto Airports Authority, attributed the problem to higher customs hall processing times, which caused a buildup of luggage in the baggage hall. Meanwhile, Air Canada cited new travel restrictions and space limitations in the arrival hall, stating that these factors impacted their ability to unload aircraft efficiently.
Despite assurances from airport authorities and the government that the situation would improve, some travellers continued to experience long lines and wait times, even into 2023. However, it is worth noting that not all recent experiences have been negative, with one traveller reporting zero lines for check-in, security, or customs in January 2023.
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Lost baggage and long waits at baggage claim
Travellers have complained about long waits at Pearson Airport's baggage claim. In some cases, passengers have had to wait hours for their luggage to arrive at the carousel. In one instance, passengers on a flight from Tokyo applauded when their first bags started to show up after an extended delay. Delays have been attributed to ground crew availability, training, and long-delayed summer vacations.
There have also been reports of lost baggage at Pearson Airport. If your baggage is lost, delayed, or damaged, you should contact your airline for assistance. It is recommended that you file a Property Irregularity Report (PIR) and follow updates on WorldTracer. You can also visit the lost-and-found office in Terminal 1 or submit a report online. The airport will search for your lost item for 30 days and notify you of the result by email. Be aware of a scam where passengers are asked to pay a $40 non-refundable fee for filing a Lost and Found item report. Rest assured that there is no cost to submit a report at Toronto Pearson Airport.
Some travellers have experienced delays in receiving their bags due to issues with customs. In some cases, bags may be held up in customs for several days without any explanation. It's important to note that the airline cannot release the bag to the customer until it has been cleared by customs.
To avoid issues with lost or delayed baggage, some passengers have opted to refrain from checking bags altogether. Others have invested in AirTags for their luggage, allowing them to track their bags at all times.
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Flight delays and missed connections
In August 2022, the federal government and the Greater Toronto Airports Authority (GTAA) acknowledged the problems and promised to address staffing and other operational issues. They implemented several measures, such as new egates, advance customs declarations through the ArriveCAN app, and AI in the baggage department. These changes were expected to improve the situation and reduce delays.
Despite these efforts, flight delays continued to plague the airport. In October 2022, an Air Canada official acknowledged that while delays had become less frequent, there were still occasions when aircraft loadings were delayed, customers were held on planes, and passengers experienced longer waits for security and customs.
The impact of flight delays at Pearson Airport has been felt by travellers from around the world, affecting flights from Tokyo, South Korea, Chicago, Barcelona, and other destinations. The airport has been deemed the worst international airport for delayed flights during the summer of 2022.
However, it is worth noting that not all recent experiences at Pearson Airport have been negative. One traveller reported having no issues with check-in, security, or customs when flying to and from Florida, although they did experience a 40-minute wait for their bags upon their return.
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Staffing issues
The Greater Toronto Airports Authority (GTAA) and Toronto Pearson Airport have implemented measures to improve the situation. By August 2022, staffing numbers were reported to be up, and flight delays were becoming less frequent. However, delays in baggage unloading due to ground crew availability continued to occur, with an Air Canada official attributing these delays to training and long-delayed summer vacations.
The impact of staffing shortages is evident in the experiences of passengers. One passenger, Meghna Dhingra, a Registered Canadian Immigration Consultant, shared her shock at the lack of staff during her travel through Pearson Airport in August 2021. She observed that despite ongoing flight operations, there were minimal staff members present, and her family had to wait nearly two hours for their luggage due to a conveyor belt issue with no employees offering assistance.
Another passenger, Steve Chaves, expressed frustration with the lack of luggage services and the lengthy wait times to report lost luggage. He also mentioned staying up until 1 am to receive his lost luggage, highlighting the inconvenience caused by the staffing issues at the airport.
While improvements have been made, ongoing challenges with baggage handling and delays persist, impacting travellers' experiences and causing frustration. It remains to be seen whether the measures taken by the airport and government stakeholders will be sufficient to address the staffing issues and improve the overall efficiency of operations at Pearson Airport.
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Customs and security
The Greater Toronto Airports Authority (GTAA) has acknowledged the issues and attributed them partly to higher customs hall processing times, which cause a buildup of luggage in the baggage hall. They have implemented measures to improve the situation, such as new e-gates, advance customs declarations through the ArriveCAN app, and the introduction of AI in the baggage department. These changes aim to streamline the customs process and enhance baggage handling efficiency.
Despite these efforts, challenges persist. Staffing shortages and ground crew availability issues have contributed to delayed baggage unloading and longer wait times for passengers. This has resulted in a ripple effect, with delayed baggage delivery causing further congestion in the customs and immigration areas.
While improvements have been made, the airport continues to face occasional setbacks. These instances are becoming increasingly rare, but they still disrupt travellers' experiences. As a result, travellers are advised to prepare for potential delays and allow for extra time when passing through customs and security at Pearson Airport.
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Frequently asked questions
Yes, Pearson Airport is still a mess. Customers have complained about long lines, lost baggage, and flight delays.
There are several factors that have contributed to the issues at Pearson Airport, including staffing shortages, customs hall processing times, and ground crew availability.
The federal government has promised to address staffing and other issues impacting operations. New features such as egates, advance customs declarations via the ArriveCAN app, and AI in the baggage department have been implemented to improve passenger flow.
There have been some reports of improvements at Pearson Airport. One passenger reported having no issues with check-in, security, or customs, and another noted that staffing numbers are up and flight delays are becoming less frequent.
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