| I googled "Toronto airport awful" to see whether the staff and processes are really as bad as my experience with Pearson has been, and the short answer seems to be yes. The staff can be jaw-droppingly dismissive, rude, and insensitive to travelers. Travelers are pointed to lines without any signage or verbal explanations of what to expect, and the lines can long and slow-moving, with no apparent concern about passengers missing flight connections for no good or even known reason. I was in what apparently is the "immigration rejects" line, though an ordinary tourist simply in transit between a flight in from the U.S. and a separate flight out of Canada. I have a "known traveler" ID in the U.S., and had nothing remotely unusual to declare or explain, but the immigration process (though I was just going from one airport gate to another) took three hours. I saw one woman who apparently took a wrong turn and had discarded her immigration slip being forced to go through immigration again - thereby meaning she would miss her flight connection - beg frantically and repeatedly to be able to talk to a superior instead, but was coldly refused any recourse or consideration, or even a human-to-human dialogue. Forcing the passenger to go through the process again might have been reasonable, but the way the staffer treated the woman was a horrible experience even for standers-by. About an hour later, the guy behind me laughed out loud with gallows humor because about 5 out of 6 of the personnel staffing the processing desks seemed to be having a leisurely huddle together instead. They never even glanced in acknowledgement, much less with reassurance, to all the people they kept waiting that much longer in line.