A new policy at Toronto’s Pearson International Airport includes penalties for contractors that fail to meet service standards, including baggage handling.
During last summer’s travel surge, baggage halls overflowed at Pearson and passengers were often stuck on the tarmac for more than an hour. A September poll by J.D. Power found Pearson ranked among the lowest in customer satisfaction when compared to other airports of a similar size in Canada and the United States.
The Greater Toronto Airports Authority (GTAA), which runs Pearson, updated its rules and regulations for contractors on May 6. It has begun issuing fines for non-compliance, GTAA chief executive Deborah Flint told The Globe and Mail….