Toronto Pearson Airport

✅ Trip Verified | We did not have the terrible experience some reviewers report. As Canada's busiest airport, it's inevitable that the unpleasant aspects of flying are there. When we returned, it's true that the baggage carousel did not start delivering bags until an hour after the flight had landed, no explanation or apology given. But I mostly wanted to address something true in Toronto and at so many airports: Why are there no signs at all in the security lines telling passengers what to do? As the rules and procedures can vary by country and airport, it seems so obvious that there should be large-type signs, in multiple languages, before and all over the security area, listing what to do about laptops, tablets, medical devices, shoes, phones, etc. I was traveling with someone who doesn't hear well when there's the kind of loud din one encounters at airports, and--while almost all employees were professional and polite--one showed clear annoyance with her because she wasn't following his instructions. She couldn't hear him! Since the only way to learn what to do is have a security official explain it verbally, what would they expect deaf passengers to do? Or international travelers who don't understand spoken English or French well? If it helps, current rules at Toronto seem to be: Leave shoes on and tablets, phones, and batteries in your bag. Take laptops and CPAP machines out and put them in a bin. Take belts off if they have metal; have nothing in your pockets (so put coins, keys, etc. in your bag before you enter the line), but probably hold onto your ID/passport and boarding pass.

Not Verified | I was accompanying my husband to the "Lot" departure area at Pearson Int. Airport today July 23/23 for the 1930 flight from Toronto to Warsaw to help to see him off. I was quite shocked at the nasty people who work there! A wheelchair was ordered by the travel agency for my husband and did not arrive. The agent who served us at the departure booth called the subcontracting company that assists with wheelchairs multiple times to no avail. She left and there was no one to help us. This situation forced me to look for a wheelchair myself so that my husband would be safe and comfortable. An hour later the man who was to assist my husband showed up with no apologies. The one male agent at the "Lot" departure booth was very arrogant and rude when I voice my complaints to him. I should mention two lovely ladies who were absolutely wonderful and very helpful.

✅ Trip Verified | What an awful baggage experience. It has been two hours and counting and our checked bag and not appeared yet on the carousel (terminal 1, Air Canada). No announcements and indifferent employees. Also, no seating, and the bathroom is tiny and dirty. Finally, the baggage service counter is a mile long.

✅ Trip Verified | I was flying from Montreal to San Diego with a connection in Toronto. When i got to Toronto, there was a 400 people lineup to cross the customs through international flights. Once i had crossed, i walked 1,2km through the airport to my gate with all the rolling walkways closed for maintenance. Once i got there, they kept saying that our flight was delayed without giving any information. After 2h, we got hungry and realized there wasn’t anywhere to get food closer than the central food court. After finally learning that our flight was canceled (without any info as to why), they asked us to leave the airport and retrieve our luggage. The luggage took 3h to arrive and didn’t come through the designated carrousel.

Not Verified | I have traveled around the world and the Toronto Airport was by far the worst airport I have ever been to. They closed Customs almost an hour early for no reason and with no warning, causing thousands of people to be stuck at the airport/ in Canada. They put thousands of bags onto the floor and cancelled hundreds of flights, and it was pure chaos. All of the airport employees kept redirecting us to other people and it was an endless loop of no one helping, communicating, or taking responsibility - it was truly awful. We spent hours upon hours in line to get answers with customer service only for them to suddenly close the line and say that it was going to only be for luggage claim, and they could no longer answer any other questions. I was with a group of American citizens, and we all had to get a hotel for the night, train tickets, meals, and a rental car and spent so much money to get home because of this atrocious airport. There was also a group of about 50 young students and chaperones that were there trying to navigate this as well and receiving no help, support, or answers. I would never, ever travel to/through this airport again. Every single time we traveled through this airport for a connecting flight it was delayed numerous times and it was the worst experience I have ever had with traveling and customer service.

✅ Trip Verified | This is the absolute worst experience I have ever had on an airplane and at an airport. We boarded for our flight to Newark as we had arrived from Charlottown. We were delayed in the tarmac for a total of 9 hours. The reasons went from weather to operational delays to ground congestion. We then had to cross through customs to enter back in to arrivals. Every employee I ran across was rude and uncaring. I then received an email stating our flight had been rescheduled to dc and we would be leaving in 2 hours after I had already exited customs. So we prepared to go back through but we’re stuck in an hour line to try to check back in; when I got up to the gate the agent told me whoever re-booked me entered it in wrong so I could not get a flight out until 2 days later; they wouldn’t give hotel vouchers or food vouchers: all of the agents were rude, acted as if they didn’t care. To top it off there are no instructions anywhere on how to navigate the airport, worst layout I have ever seen. I am disgusted and will never be flying through Canada again; there needs to be some accountability for this.

✅ Trip Verified | Our connecting flight was canceled. We landed at 2.30 pm and our luggage was lost. 4 hours later we had finally made it through the queue to talk to someone and he said he was “guessing” that our bags were sent to our final destination. This wasn’t possible since the connection was cancelled. An hour after this they were located. Next we stood in another queue to get a hotel voucher, there were none available and we were told to book it and pay for it on our own. Then they suggested we go “check in” for our flight that was leaving the next morning so we wouldn’t have to wait in line. We did this very quickly. The next morning we arrive and are told we have to stand in the 150 person queue, no point in us checking in the night before. Security was a nightmare, less than 1:10 bags went through the “pass line” and nearly every bag was searched. Worst airport experience I have ever had, and outside of Levi the bag guy, every employee passed the buck and had the attitude of “not my problem”. You are constantly sent to a new queue and have to do everything yourself.

Not Verified | I travel to many, much bigger and much more volume heavy airports, and I’ve never felt like I had to do a review of an airport before. Just horrendous, terrible organizing, none of the employees seem to know what’s going on. I’ve been pointed in the wrong direction twice, and made to stand in the wrong security line for an hour. What should generally be a smooth service is shoddy and poorly managed. Do not recommend for anything more than a layover.

Not Verified | Atrocious customer service. I got in on a delayed flight and missed my connection. Next flight was the next day. I tried to get a rep to help me book to an earlier flight but got sent from 1 desk to the other without any resolution. While the service desks have "United" logos, the staff can't do anything in terms of rebooking flights. In addition the ridiculous pre-screening process of the US government at this airport is doing nothing but causing delays. If it wasn't for that, I would have made my flight. There is no reason this should need to be happening before the flight, check people into the US in the US, not before. Absolutely useless. Connecting to wifi is ridiculously slow and takes several minutes. Worst airport I've experienced.

Not Verified | I am currently sitting in the airport waiting for a flight five and a half hours after my initial flight. The preclearance process is brutal when it's brutal. And you never know when you're going to get a brutal preclearance line. I am Canadian living in the US. My family all lives here. I hate driving the 10 hour drive from Virginia to Ontario and yet to avoid this mess, I will. I have small kids, a job, and I was here for a funeral and yet no one had the authority to help me get to my flight on time and Air Canada made me pay a change-flight fee of $150. It is all a joke. Avoid this airport at all costs. If you enjoy delays, long-lines, and flight changes - this airport is for you.