Toronto Pearson Airport

Not Verified | Very aggressive and unhelpful staff from beginning to end. The queues were unbelievable. Thank goodness we weren’t connecting. Awful. Avoid Pearson if you can.

Not Verified | Don’t kid yourself this is the worst dirty airport, rude security officers. No help for disabled people they actually ran away. People sit in disabled seats and don’t even bother getting up. The carpets are filthy there’s garbage all around. The restaurants looked pretty bad, I will not eat at them. All of the workers have the worst attitude. I live in New York City and this has to be the worst. I’ve been to many airports around the world and this airport is getting worse every time I come.

✅ Trip Verified | My arrival experience at Pearson was, similar to many reported here, an embarrassing mess of chaos from mass disorganization by YYZ staff and management. From the time I arrived after an 8.5 hour flight via Air France (which was excellent BTW) my mood quickly changed from relaxed to tense as the entire 777 cabin (260+ passengers!) was remanded into a single line to endure the new 'express' check in kiosks. Useless time waster as staff were unable to handle the capacity of arrivals. Absolutely agitating and embarrassing. Shame on YYZ. The epitome of chaos was a crowd of 70 tired travelers squeezed improperly-and unsafely-at the top of an escalator in a corridor while waiting to process us down to the customs holding area. our YYZ "handler" was literally yelling at everyone that customs below "is too overcrowded and you have to wait a few minutes" to allow descent. I was humiliated for all the international travelers there, as this is my home city and it showed a complete amateurism in processing us all to a simple customs check out. I could go on again, but safe to say, as a sole business proprietor, I would fire all of the GTAA management and start again- this time with professionals who are respectful to human beings, not cattle herding.

✅ Trip Verified | We have just returned from a holiday in Canada which was partially ruined by our awful experience at Toronto Lester Pearson Airport. At the start of our trip, we had to change Terminals but, even though we had allowed 2.5 hours between flights, we missed our connection. The airline rebooked us on a later flight with the comment that people are seldom allowed enough time to change Terminals. After the inbound flight it didn’t take long to collect our bags but things started to go wrong immediately we set off for the other terminal. We knew, from a little prior research on the Internet, that we would need to take the train. The trouble is there are no clear signs to the trains when you want one. The train makes 3 stops: Terminals 1 & 3 and Viscount - this a car park. Stop announcements are not made so you don’t know which stop you have arrived at. Moreover, signs are in English as well as French which is a puzzle since French is 15th in the list of common languages spoken in Toronto. Given that my wife is MENSA qualified and I am retired aircrew I am surprised it took us long to realise that International Departure and Domestic Departures are signed by a picture of a Globe and that of a Maple Leaf thereby avoiding normal lettering used throughout world airports. I suppose this is a brilliant idea to overcome language problems but it doesn’t work because Maple Leaf emblems are everywhere. After landing we both headed for toilets only to find the queue for the ladies 20 deep across the walkway and a line in the men’s because there were only 2 urinals. Between floors the elevators are nowhere near large enough with the result that shins are banged into by carts. To add to confusion one double elevator is covered in an advertisement but is not identified as an elevator. It’s true purpose is given away by the call button. Nowhere is there a sign informing how long it will take to walk to a Gate and directions are not often repeated. I had intended to take my hosts a bottle of whiskey but by then I was in the Domestic Terminal which does not sell alcohol. When we eventually reached our gate there was less than 45 minutes before departure and so insufficient time to accept our hold luggage. On our return we deliberately allowed 10 hours to change Terminals. Even though we had experience of the procedure it still took a couple of hours. We then discovered that we would not be allowed to our airside lounge until 4 hours before departure. To recover our composure we decided to have a drink but we couldn’t find a bar or restaurant; however we managed to buy a coffee but then couldn’t find anywhere to sit or place a boiling hot cup. In fact there is no seating area nor anywhere so, at the suggestion of the airline, we left the airport for a room in the conveniently located Sheraton. Later, we again set off to drop our bag and then find the lounge at Gate C32. Thanks to use of my iPhone I discovered that this lounge is located as far as possible from the Gate and would take us half an hour to walk. There are no signs informing of this. Once at the gate, I thought it would be rather nice to buy a t-shirt for my 9-year old grandson in the shop. There were plenty to choose from but not emblazoned with an interesting picture of Canada. I could find only those promoting some sports logo known to few outside Canada.

✅ Trip Verified | I travelled to Dublin on July 31 returning on August 13 with Air Transat at terminal 3. The terminal was absolutely chaotic. The check-in process was a complete mess with line ups everywhere and no organization at all. While Air Transat deserves some blame for the chaos, the experience that I had from entering the terminal to sitting down on the aircraft was easily the worst I ever had. T3 is a disgrace to this country and it makes most 3rd world airports look like models of efficiency. Bad and all that my outgoing trip was through T3, nothing could have prepared me for the arrival experience on August 13. It was simply unbelievable! Catastrophic overcrowding, seemingly endless line ups, no organization, passport machines that would not work, bewildered confused people, airport workers shouting contradictory instructions to people, rudeness from staff and almost intolerable heat. That the GTAA would create and maintain such an inhumane environment for travel-weary people is unbelievable. T3 is a shocking embarrassment to Toronto and it leaves a very bad first impression with visitors. I felt sorry for seniors and children in this dreadful and punishingly difficult environment. It was easily the very worst experience I have had in over 50 years of air travel. Shame on you GTAA!

✅ Trip Verified | As a result of weather our flight was delayed arriving at YYZ and we missed our connection. So, we were rescheduled for some 6 hours later and had to remain in the airport and were not permitted to check in until 0400 hrs. Facilities in the check-in area are dismal, dirty washrooms, inadequate seating, continuous elevator piped music, etc. One bright spot was a young man cleaning staff who helped a fellow passenger who was sick and had vomited. He cleaned up the mess and then returned during his meal break to check she was ok. My wife did not get his name, however, it was around 0230 hrs 13 August at the West Jet check-in area. The manager (CEO) of the YYZ airport should take the time to visit other "world Class" airports such as Charles de Galle, Hong Kong, etc where appropriate facilities are provided some at no additional cost for weary travelers (Proper seating, Quiet areas, Dimmed lighting, etc. Just check out Charles de Galle. Will avoid YYZ at all costs in future.

✅ Trip Verified | I travel frequently through Pearson and every time it gets worse. The latest "innovation" for arrivals are banks of electronic kiosks which are jammed up, some don't work and the line ups are ridiculous. International arrivals also have to complete an ETA before flight so adds an extra layer of bureaucracy. Took over 35 minutes to get through the lineup and then you have to line up to get through passport control then pick up luggage and eventually exit - well over an hour and a half. The luggage hall is jammed up and the latest is folks removing bags onto the floor in hopes that you will hire them to take you to your transportation. There is also a man who solicits pax coming out for taxi rides - he is not an authorised taxi for the airport. Flying back through and using my nexus was bounced into another long line so that a large crew from an international flight could be put through first and it was organised chaos I truly wish there was an alternative airport to Pearson. Disorganized, dirty and just a poor experience for an international airport of this importance.

✅ Trip Verified | My brother and I, both deaf and wear hearing aids in both ears, were yelled at and threatened with being disallowed to depart to Varadero, Cuba by a staff member. I tried to get his attention several times to clarify the announcements for departures being made at the time. After being blatantly and deliberately ignored by departure security people, I merely asked three baggage handlers if they could tell us what had just been announced. The man spun around and began hollering at me all the way back to my seat and threatened to cancel my vacation. I tried telling him we are hard of hearing to no avail as he was visibly seething with anger.

✅ Trip Verified | It was a chaotic experience with Air Canada. There was not any clear direction provided to those coming from connecting flights as to what was happening about retrieving luggage since I had come from a connecting flight. Finding airport staff to answer questions was a hit and miss process. Conflicting information was given. A new flight was provided the next day. Finding a phone to check what was happening was difficult and the wait on the phone was long and crowded. No assistance with overnight accommodation was even considered or any advice given. Not all overseas travelers have an active phone with which to call a hotel. When eventually I found out how to collect my luggage, I was not permitted to take my personal effects, i.e. handbag with me to collect it. I was forced to trust it to a fellow stranded passenger whom I had only just met and did not know. I would have been willing to have my carry on bags searched for security but this was not an option provided. The whole process took several hours to process.

Not Verified | Arrived from overseas yesterday to be met with a mob of the rudest people at Terminal three. Passengers moving from the airline shuttle bus to the self service customs kiosks were shouted at and subjected to unconcealed contempt. A thoroughly disgraceful display and an experience that will colour many people’s first impression of Canada. Sadly as a long time resident I am painfully aware of the fiction of the polite Canadian.