Toronto Pearson Airport

Customer Reviews

No Skytrax Rating
Terminal Seating 12345
Terminal Cleanliness 12345
Terminal Signs 12345
Queuing Times 12345
Food Beverages 12345
Airport Staff 12345
Customer rating from 631 reviews
3/10
No Skytrax Rating
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1/10

"consistently horrible baggage service"

(Canada)

Trip Verified | I have never experienced such consistently horrible baggage service then what I experience every time I arrive at Pearson YYZ. I regularly travel between Australia and Canada and always have to add on average 1 hour waiting time for my bags including my arrival today on April 16th. Deliver the luggage in a reasonable time and people won’t have time to stand around and write bad reviews about how unhappy they are.
Experience At AirportArrival Only
Date VisitApril 2018
Type Of TravellerSolo Leisure
Queuing Times 12345
Terminal Cleanliness 12345
Terminal Seating 12345
Terminal Signs 12345
Food Beverages 12345
Airport Shopping 12345
Wifi Connectivity 12345
Airport Staff 12345
no
1/10

"awfully unorganised airport"

(United Kingdom)

Not Verified | The most awfully unorganised airport ever. I have been to loads of airports in my life but never been to one that every member of staff contradicts another. Nobody could give an answer. I queued for 6 hours and was offered no refreshments or information. only saw one Air Canada staff for the whole time I waited in queue and this man was so rude and unhelpful. Customers were all being given different information. A complete shambles. I fully need understand that the weather was an issue but the airport staff were not prepared to support the customer. Only one members of staff -after waiting for 6 hours was polite and Helpful,so thank you for that.
Experience At AirportArrival and Departure
Date VisitApril 2018
Type Of TravellerFamily Leisure
Queuing Times 12345
Terminal Cleanliness 12345
Terminal Seating 12345
Terminal Signs 12345
Food Beverages 12345
Airport Shopping 12345
Wifi Connectivity 12345
Airport Staff 12345
no
3/10

"advice is to avoid this place"

(United States)

Trip Verified | Just ridiculous. Tiny skiff of snow (maybe a couple of inches) and the airport is paralyzed. Sat on the taxiway for over an hour waiting for a gate and now more than an hour and still no bags - not even a hint that there might be bags. Is this not Canada? Is snow such a rare event? Customs officers are barely civil - always hear about how friendly Canadians are supposed to be but this has not been my experience here. Signage is below average, far too little seating especially if you are going to make people wait hours for everything. Very frustrated. I’ll avoid using this airport at all costs in the future. My advice is to avoid this place if you can find any other way to get there.
Experience At AirportArrival Only
Date VisitApril 2018
Type Of TravellerSolo Leisure
Queuing Times 12345
Terminal Cleanliness 12345
Terminal Seating 12345
Terminal Signs 12345
Wifi Connectivity 12345
Airport Staff 12345
no
3/10

"it seems to be an ongoing saga"

(Canada)

Not Verified | They are trying to improve but the luggage handling especially in Terminal 3 is always a disaster. This time we had to wait over 2 hours to obtain our one bag. It is very frustrating especially after a long flight. We've had this experience now many times and it seems to be an ongoing saga.
Experience At AirportArrival and Departure
Date VisitApril 2018
Type Of TravellerFamily Leisure
Queuing Times 12345
Terminal Cleanliness 12345
Terminal Seating 12345
Terminal Signs 12345
Food Beverages 12345
Airport Shopping 12345
Wifi Connectivity 12345
Airport Staff 12345
no
2/10

"angry employees abound"

(United States)

Not Verified | Air Canada connecting flight from UK to USA, 10:30 a.m., April 7, 2018. My family had the displeasure of transferring planes at YYZ. My Canadian friends are some of the friendliest, thoughtful people on the globe. Where in the world this airport is getting staff for their passenger facing personnel is beyond me. Some of the rudest individuals I've encountered in decades of international travel can be found working the security queues at YYZ. My family was left feeling insulted, ill treated, and abused by what should be a fairly standard security process. One particularly hateful security line employee (baggage x-ray, terminal F) was so displeased with her station and responsibilities that she took to insulting and yelling at passengers for not understanding how she wanted items such as shoes and computers compartmentalized in the x-ray bins. She viciously slammed bins containing peoples belongings if they took too much time or misunderstood her harsh toned instructions, insulted and scared my young children for taking their shoes off when they didn't have to (she had just lambasted an old woman for not taking her shoes off), and when one person in line said "I'm sorry you're having a bad morning" she suggested that they would be "arrested by customs if they continued with that kind of lip service." That was the most unhinged individual we came across. We did not feel at all safe in her presence. Other employees were simply nonchalant and standoffish. It doesn't cost anything to smile and be compassionate while still delivering instructions on the various nuances that exist between one airports security procedures to the next. I hope the powers that be at YYZ will consider looking at sensitivity training for the folks that are the face of Canada to the international traveling public. The infrastructure and comfort offerings of this airport are above average. After security, customs is well laid out and efficient. Too bad angry employees abound. As it stands, I will do everything possible to never travel through YYZ again.
Experience At AirportArrival and Departure
Date VisitApril 2018
Type Of TravellerFamily Leisure
Queuing Times 12345
Terminal Cleanliness 12345
Terminal Seating 12345
Terminal Signs 12345
Food Beverages 12345
Airport Shopping 12345
Wifi Connectivity 12345
Airport Staff 12345
no
3/10

"never experienced such condescending treatment"

(Canada)

Not Verified | Disgusting. I had to stop here for a connecting flight to New York. When I arrived off my first plane, I asked the agent at the desk if I need to pick up my luggage to transfer to the connection. She was very nice and then directed me to the connections. The walk to the security was a hike, but went smoothly. Worst part was customs at terminal 3. Oh my gosh, I thought the experience would ruin my whole vacation. There are so many steps from using a kiosk for your receipt, going into another room and then going into the customs line up. The way the officers were yelling at people was horrific. I was basically sweating by the time I was next. I am a solo traveler and the officer thought this was just strange as can be. She was incredibly rude with invasive questions and had a nasty facial expression when I told her what I do for work (retail). I almost felt like crying for a second when I got to the gate. I guess because I have never experienced such condescending treatment. The gates in terminal 3 have so few washrooms with only 3 stalls. Do not bother saving a few bucks by connecting at this airport! Get nonstop from Vancouver or try not to fly internationally (drive over the border and fly out from the US to make a domestic flight. I fly from Vancouver to LAX last year alone and customs process was very pleasant.
Experience At AirportArrival and Departure
Date VisitMarch 2018
Type Of TravellerSolo Leisure
Queuing Times 12345
Terminal Cleanliness 12345
Terminal Seating 12345
Terminal Signs 12345
Food Beverages N/A
Wifi Connectivity 12345
Airport Staff 12345
no
1/10

"found security staff exceptionally rude"

(Canada)

Not Verified | Very early in the morning circa 3 am. I have travelled through this airport many times but this time I found security staff exceptionally rude. One person tells you to do one thing while another tells you something else. At this time of day nothing is open except Tim Horton and even when things did open all items are way overpriced. Talk about price fixing. Instead of being fixated on the price of bread the government ought to look at the prices at airports.
Experience At AirportDeparture Only
Date VisitMarch 2018
Type Of TravellerSolo Leisure
Queuing Times 12345
Terminal Cleanliness 12345
Terminal Seating 12345
Terminal Signs 12345
Food Beverages 12345
Airport Shopping 12345
Wifi Connectivity 12345
Airport Staff 12345
no
1/10

"the line ups are too long, rude staff"

(Canada)

Not Verified | I was going to leave my review and terrible experience of Pearson airport but after reading past reviews, agreeing to all points mentioned, I find myself wondering what's the point. There seems to be a theme here that most travelers agree on, the line ups are too long, rude staff and customs people, not enough staff interested to help with those machines that supposed to read your passport. The staff seem to be more interested in standing around chatting amongst themselves, not to mention the well overpriced products being sold in the airport, food and drink. After all these reviews everything is still the same so the airport authority obviously has no interest in changing things, are they that arrogant to think despite the bad reviews people will still use their airport, I guess so. We will never use this airport again, and the two tourists that we brought back with us from the UK will not visit Canada again. I find it's a shame that this airport authority has so much disregard for the loss of tourism maybe it's time for the government to change the people responsible for this mess with people who want to have an airport that welcomes tourists with helpful and friendly staff, and facilities.
Experience At AirportArrival and Departure
Date VisitMarch 2018
Type Of TravellerCouple Leisure
Queuing Times 12345
Terminal Cleanliness 12345
Terminal Seating 12345
Terminal Signs 12345
Food Beverages 12345
Airport Shopping 12345
Airport Staff 12345
no
1/10

"delays, and unhelpful staff"

(Canada)

Not Verified | Worst airport! I would rate it a "0" if it would let me. This airport is literally only decent if you are flying to Toronto. As a connecting airport expect long line ups, delays, and unhelpful staff. We spent nearly two hours clearing customs and security - our flight was closed when we got to the gate. This airport should literally only be your last resort when booking your flights. You will end up spending more money because you will miss your connection. Don't expect your luggage to make it to your destination with you either. For all of the extensive renovations that they have done, they have made connecting to your flight worse. The airport is lacking in comfortable seating and power outlets. But if you like walking, the closest washroom to our gate was literally 1/2 a kilometer away! I will never fly through here again unless there is literally no other option.
Experience At AirportArrival and Departure
Date VisitMarch 2018
Type Of TravellerFamily Leisure
Queuing Times 12345
Terminal Cleanliness 12345
Terminal Seating 12345
Terminal Signs 12345
Food Beverages 12345
Wifi Connectivity 12345
Airport Staff 12345
no
5/10

"there is no smoking room"

(United Kingdom)

Not Verified | All looks nice. The only awful thing in my opinion is that there is no smoking room. So if you're in transit and you have not enough time to go out and in again cause you have to go again through security, then you can't smoke. They still sell cigarettes though. It's not nice to not take in account smokers and reserve even a very small area for them.
Experience At AirportTransit
Date VisitMarch 2018
Type Of TravellerCouple Leisure
Queuing Times 12345
Terminal Cleanliness 12345
Terminal Seating 12345
Terminal Signs 12345
Food Beverages 12345
Airport Shopping 12345
Wifi Connectivity 12345
Airport Staff 12345
no