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Toronto Pearson Airport
5.6 out of 10  5.6 out of 10
187 reviews

 



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Toronto Pearson Airport customer review :  8 April 2014 by J Boonzaier    (Singapore)

Rating : 4/10

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Recommended

I think that when the designers started work on Terminal 1 of Pearson they went to examine numerous airports around the world and drew up two lists. One was all the good things about airport terminal design and the second was all the bad things. Unfortunately they mixed up the two lists when they drew up the designs. I cannot fathom how such a new terminal, built at such great expense, can be so inefficient. The worst part is trying to pass through customs after collecting your baggage. There are passengers from numerous flights all trying to pass through one exit point manned by two customs officials. It takes absolutely forever and the resulting scrum is the last thing you need after flying halfway around the world.



Toronto Pearson Airport customer review :  8 April 2014 by S Horne    (USA)

Rating : 0/10

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Recommended

This experience was an absolute nightmare. We spent 3 hours and 45 minutes standing, waiting to clear US customs. Everyone was just milling about trying to understand what we were supposed to do. People were being pulled because they were going to miss their connecting flights. I would have fainted from the heat and lack of water except for the sign that said that failure to clear this site would result in going through Canadian customs and then starting the US process all over!



Toronto Pearson Airport customer review :  7 April 2014 by H Racz    (Canada)

Rating : 0/10

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Recommended

Flying in and out of Pearson is the worst experience. For being the most expensive airport in the world (check the price breakdown of your plane ticket) the services are abysmal. The new addition of scanning your own passport creates chaos and confusion, adding to the wait to get out. Why aren't the border officers not scanning the passports and immigration form? Queuing for your luggage after you have scanned your passport and immigration form and waiting for the staff member who is in a great hurry to make sure you get your luggage quickly is sure to make you to never want to fly out of this airport. But wait, now you queue again to hand out your print of the scanned immigration paper to another border officer. There are hundreds of people waiting to get out and 2 (two) officers waiting to take your paper. Now you are free to get out of this airport.



Toronto Pearson Airport customer review :  1 April 2014 by J Wagnerr    (USA)

Rating : 2/10

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Recommended

Of all the large airports I have visited in the US, Europe and Asia, this must be the worst. Granted it is usually not overcrowded but the personnel are very cold and fussy, including the security person who, when asked if TSA pre check might be useful for US people leaving Canada, said in a huff that he had never heard of it and that "This is Canada, not the US" The facilities are abysmal - those so-called shops near Terminal 1 are awful for a larger airport. Also I can only imagine how that passport machine stop with about 10 machines gets crowded at peak times. Why not handle that manually like everyone else, especially since you have to atop 10 seconds later to hand in the form anyway? Honestly, after years of visiting Toronto, I won't ever fly into Pearson again.



Toronto Pearson Airport customer review :  18 March 2014 by Vince Brown    (Canada)

Rating : 10/10

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Recommended

Great airport, easy to find your way around lots of choice of food and beverage!



Toronto Pearson Airport customer review :  10 March 2014 by P Smith    (Canada)

Rating : 8/10

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Recommended

Arrival and departure through Terminal 1. This airport has come a long way in terms of the variety of airside restaurants and shops - it is much better now. Signage has improved as well. I read lots of comments about people complaining about the signage and directions in this airport, but the signage could not be clearer (large, bold and colour-coded). The customs clearance section is still a bit of an adventure with a mix of meandering queues for automated passport readers, Nexus terminals and queues for customs officers. This could be improved. The moving sidewalks (express and local) are very good. The only major weakness at Pearson is baggage delivery (which is extremely slow no matter what airline you are flying). Airport management needs to address this.



Toronto Pearson Airport customer review :  17 February 2014 by Marilyn Emery    (Canada)

Rating : 7/10

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Recommended

My husband and I arrived at Terminal 1 Wednesday January 22, 2014 heading for our usual destination in Cuba. I am generally satisfied by this great airport. On this day at approx 0400 when we approached the security area I was stunned as the female security worker told me "lady pay attention" I was in the process of removing my jacket and placing it along with my handbag in the grey bin. I had not spoken a word to this women and was very surprised by her tone and attitude. I bit my tongue, and did what I was told. I work with the public everyday and if I would dare speak to my patients like that I would not have a job.



Toronto Pearson Airport customer review :  21 January 2014 by Bruce Dickson    (Canada)

Rating : 0/10

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Recommended

I'm a Canadian resident and flew in from Europe. The new kiosk based system was in use but it needed 6 or 8 people showing passengers what they were expected to do, This suggests that the equipment interface is so bad that it borders on unintelligible. After passing through the customs, I arrived at the baggage carousel where - in spite of my bags being flagged as priority from a biz-class ticket - I waited for 75 minutes before they emerged. The time for a/c landing to actual exit of the airport was 5 minutes shy of 2 hours. For comparison - landing to front door in Johannesburg takes 20 minutes (even when traveling in economy) and its similar at Heathrow.



Toronto Pearson Airport customer review :  8 January 2014 by A Burdett    (USA)

Rating : 1/10

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Recommended

Advised in Copenhagen by SAS check in agent, Pearson has a new process to speed transit passengers from Europe to Toronto to USA destinations. So, Pearson/GTAA personnel at entrance to USA Immigration had me scan boarding pass, watch a screen for 40 minutes for my name to appear that my baggage had passed through, wait then another 40 minutes for 100 people ahead of me to see the USA immigration officers, a total of 80 minutes standing in line. I counted the pass through in that 80 minutes, about 100 people ahead of me (as they shifted some to express line to clear backup). Came around a partition and saw many USA Immigration booths manned but no one queued by Pearson/GTAA supervisors. Then the USA Officer told me it was my fault for not having a Nexus card. Sloppy and inefficient. Wifi would not connect (same experience on earlier leg to Europe) and cell phone would not connect to a Canadian carrier. This airport is antiquated.



Toronto Pearson Airport customer review :  17 December 2013 by J Mitchell    (Canada)

Rating : 1/10

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Recommended

I travel extensively (I'm a Super Elite member of Air Canada). In the last month I've flown through Pearson from LHR, MUC and IST and without fail I'm amazed at our archaic customs process and the ridiculously long wait for baggage. I'm a Canadian citizen. I'm pleased they have a separate queue for Canadian Residents now, however, Canada is the only country I've been to (out of 47) that is the most onerous and frustrating to enter. The Canadian Residents line is always the longest, the three flights I took also required us to use the automated machines that promote "faster entry home" - the kiosks were slow, couldn't read my passport and the organisation was a mess. You then still have to join another queue and give your printout (a waste of more paper and tax dollars as it's a scanned copy of the form you just filled out) to an officer who may or may not ask you questions. You then join another queue to show more officers your printout - and then once you get your luggage (which even for Priority can take ages - I waited 50 minutes for my bag from IST - easily wait an average of 40 minutes) you have to queue yet again to give your printed form to another customs agent. If the airport isn't busy it's not so much of an issue, but these times are rare, particularly when you arrive from European flight - most arrive in the early evening and you then have thousands of people trying to get through. It's terrible and makes no sense - can't we at least get rid of one of those checkpoints? And Pearson/GTAA, whomever, please fix the ridiculously long wait times for luggage. Airlines blame the airports and airports blame the airlines. We don't care - work together and sort it out. Airports that are 3 times the size of Pearson with 5 times the flights don't take as long.



Toronto Pearson Airport customer review :  4 December 2013 by B Walters    (Canada)

Rating : 0/10

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Recommended

I had two hours to make a flight arriving from the US to my connecting flight to Ottawa. One would think that it would be enough, especially on a Tuesday afternoon. Not so. Canadian Customs clearance was relatively quick, but upon arriving in the baggage pick up area, and once finding the carousel for my flight, as passengers congregated around it, and waited and waited and waited. On board the West Jet flight it was announced bags should begin to arrive 20 mins after arrival. In fact it was about 45 mins before the bags started to trickle down, and an hour before most bags seemed to arrive. Now depart this baggage area and looking for place to drop connecting bags off, and again, an area of mass confession. People everywhere, one huge lineup that everyone got into, then 10 mins later a worker said if only need to drop bags, go around this corner. Fine, 100 plus folks do this, only to find another lineup waiting to drop bags on a belt that seemingly did not work. Slow slow slow! With 45 mins to spare I go out of this area to find that I must go upstairs and clear security again. Next big lineup, about 300 people lined up to clear security, in a queue that did not move. When I queried a worker about my flight leaving soon, was put in a shorter line, but this queue did not move either. Long and short of it, made it to my flight literally as the door shut behind me. 2 hours of stress! I will from now on choose my transborder flights with flights directly into the US.



Toronto Pearson Airport customer review :  2 December 2013 by William Pomfret    (Canada)

Rating : 0/10

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Recommended

On 23th November I arrived from Turkey on an Air Canada flight with 2 bottles of duty free premium whiskey, I cleared customs and proceeded to re-check my baggage to Ottawa, I then walked miles to the domestic and through security, my bag was opened and the two bottles confiscated. Normally I go straight to Ottawa, then there would not be a problem. Why do Airlines and Duty Free stores not warn of the stupid rules, my duty free was still sealed in the bag, why can we not have a modicum of common sense, the so called security staff actually took joy in confiscating my 90 Euro investment, as a senior and veteran, I shall attempt to avoid, like the plague Toronto Int'l Airport, which seems so badly managed, they nickle and dime us on trolleys but still have extortionate surcharges.



Toronto Pearson Airport customer review :  29 November 2013 by T Ruggles    (Canada)

Rating : 5/10

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Recommended

I fly through this airport every month coming from VIE or FRA, The baggage service is poor, priority baggage doesn't come out first. Its a long walk from the plane to customs.



Toronto Pearson Airport customer review :  3 October 2013 by Chris Ford    (Australia)

Rating : 4/10

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Recommended

International arrival on AC from MUC and customs was fairly efficient after a very long walk. It seemed to be a quiet time for international arrivals (around 3pm), but this had no effect on the legendary slow baggage delivery at Pearson. I would suggest that you can raise revenue from charging for baggage trolleys or slow luggage delivery, but you can't have both.



Toronto Pearson Airport customer review :  26 September 2013 by William Hahn    (USA)

Rating : 1/10

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Recommended

The walking distance between connecting flights from the US and domestic Canadian flights can be enormous and very time consuming. For elderly folks or family's with small children this can be a terrible process. Unlike most other major airports there are no mechanical devises - trains, trams, etc. - to help.



Toronto Pearson Airport customer review :  17 September 2013 by Aileen Carter    (Canada)

Rating : 5/10

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Recommended

This airport is a boring place. I rather liked the old terminal 1, there was more life and it was much better designed. The choice of food is limited. The chance of finding a conveniently located cafe is remote. The lack of washrooms in the arrivals area is another example of bad planning. Two stalls for women who have just arrived after a long flight on a jumbo jet, walked down long corridors to the baggage section without any sign of a washroom and then a long lineup for the two available [if lucky] stalls. I arrived after a flight on a plane with a malfunctioning toilet so thank heaven there were very few others ahead of me. I do not care for the art etc, give me some ease of accessibility and more choices. Spending a couple of hours in this place waiting for an international flight is my idea of cruel and unreasonable punishment. The lack of good transport from the North East is also another reason to hate it. I am fortunate enough to get excellent service from the wheelchair assistance program so cannot complain about the lineups etc.



Toronto Pearson Airport customer review :  6 September 2013 by M Tor    (Canada)

Rating : 5/10

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Recommended

This is my home airport and I learned how to cope (i.e. got myself a Nexus card not to have to go through the nightmare of clearing American or Canadian customs) but I have to say it used to be a nightmare to either leave Pearson to go to the States or come back from anywhere. Customs officers are what they are (rude) but the worst thing is the staff that directs passengers. The worst I've seen in any airport, completely unprepared, impolite, disorganized. Long random lineups at times, even when it's not supposed to be rush hour. An embarrassment for the country for sure. That said, the airport itself is quite nice. They've added more restaurant options and the Air Canada Lounge is spacious and comfortable.



Toronto Pearson Airport customer review :  15 August 2013 by A Ber    (Canada)

Rating : 10/10

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Recommended

An excellent experience, the airport was fast, and offered many food and beverage options. Security was fast, and there was lots of space at the gates for everyone to sit. Free wifi and power throughout, and large jetways with windows offer a cool vantage point. Efficient baggage handling and fast customs on return.



Toronto Pearson Airport customer review :  8 August 2013 by C Swing    (Canada)

Rating : 10/10

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Recommended

We have flown out of Pearson International Airport on many, many occasions (most recently July 2013) and have never been disappointed. The airport is very clean, modern and spacious. Regardless of which terminal you leave from, there is lots of choice with respect to shopping and/or food options. The washrooms usually appear to be in clean shape and good working order.



Toronto Pearson Airport customer review :  6 August 2013 by Shiva Sitaraman    (USA)

Rating : 8/10

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Recommended

Arrived on July 25 and departed July 29. No problems on either day. While departing, the US immigration/customs queue moves efficiently and is far superior to many international terminals in US airports. Security folks were also very courteous. The airport lacks sufficient food outlets in T3. Overall, a good experience.



Toronto Pearson Airport customer review :  5 August 2013 by M Stevenson    (Canada)

Rating : 9/10

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Recommended

Terminal 3. After checking baggage through struggled to find a place to sit down and wait until Security opened. Much more seating badly needed.



Toronto Pearson Airport customer review :  29 July 2013 by T Wittrock    (USA)

Rating : 0/10

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Recommended

My wife and I were in Toronto for a family visit. We do this trip 2 times a year from Arizona to Toronto. The trip through the terminal was truly the worst experience we have had in an airport. I have been to 7 countries in the past 3-4 years and nothing compares to the fiasco we went through on Tuesday July 23rd 2013 at the Pearson Terminal. We arrived 2.5 hours early and we did not get to our gate until 15 mins before the flight left. We almost missed our boarding time, please let me know this was a one day hiccup. We did not have time to go through duty free, we did not have time for breakfast, we did not have time for coffee, we did not have time for a new magazine. I know my wife and I normally spend around $100 before boarding we did not have a chance, per the new boarding process. We will be flying into Buffalo from now on and taking a rental a car across the boarder.



Toronto Pearson Airport customer review :  21 July 2013 by Catherine McGraw    (UK)

Rating : 10/10

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Recommended

Huge airport, with great array of shops, restaurants. Very well organised and attentive staff always willing to help. No long waits at baggage reclaim and there were plenty of luggage trolleys available. Check in staff were very pleasant and thorough. Found duty free to be very expensive compared to UK airports which I thought was surprising.



Toronto Pearson Airport customer review :  16 July 2013 by B Compton    (UK)

Rating : 8/10

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Recommended

Flew in June and out in July. This is a new, clean and easy to use Air Canada terminal. The only thing that surprised us was the terminal shuttle train has closed which we did not know which made getting to the Sheraton hotel a pain. On the return to Heathrow check-in was chaotic which we have not suffered before on 8 previous Air Canada flights we were instructed to join a queue for a Jamaica flight which had two check in desks rather than the generic baggage drop check in even though we had booked in on line. After 20 mins of getting nowhere my wife went and complained to the line supervisor who went and spoke to two staff members who then opened two more check in desks. After eventual check-in we had to queue 20 mins at security but at least they had all the lines at the one security point open. After a total of 50 min queuing we found the flight delayed for an hour (not the airport's fault), at least it was a nice place to sit and wait with plenty of seats and a Starbucks.



Toronto Pearson Airport customer review :  10 July 2013 by Pamela Kullo    (Canada)

Rating : 0/10

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Recommended

Worst service for those needing wheelchair assistance. You require multiple attendants from getting off the plane to the front door of the airport. Most travelers do not book this service but expect it when in the airport. The Airport staff do not treat you differently. Why book this service only to wait in line because others have not? Staff do not have clearance for all areas in the airport like most of the USA ones do now. At most I need 2 attendants in a USA airport but in Toronto on my last visit I had 5. I was also told now attendants will not take your luggage off the carousel requiring you to pay for a porter to do so. If I must pay for luggage why not pay for wheelchair assistance and improve the service? I am in this airport on average 4 to 8 times a year and have been traveling through it for over 40 years. When younger and traveling with young children I received better service and assistance than I do now having to as an older person walking with a cane.





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