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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Toronto Pearson Airport customer review

(United States)

On arriving our plane waited 40 minutes for a customs agent to open the door of the plane so that we could deplane. Once inside the airport the real confusion begins. For a passenger with connections asking anyone the same question gets different responses. Its an awful airport so disorganized.
Queuing Times 12345
Terminal Cleanliness 12345
Airport Shopping 12345
no
1/10

Toronto Pearson Airport customer review

(United States)

Don't ever make the mistake of coming here. Have connected here 3 times and each has been a horrible experience. Two times we've connected here from the US and each time the flight attendants assure us an airport representative will be at the gate to help people with connections only to deplane and see nobody there. We asked several times where our gates were and every person was rude and seemed to have no clue about our flight. Because of this each time we have made a wrong turn in that maze of an airport and have had to 'renter the airport' re-pass through security and run to our gate with minutes to spare. None of this would've had to happen had we been informed to take the right exit to international flights. The worst you can have however are connecting flights to the US some genius had the idea to fit a small US immigration and customs in the airport (you don't need to pass through the actual US immigration at a US airport). There are hardly any staff members and the few there have no clue what the process is being Canadian citizens. It's a 6 step process that takes well over 2 hours to complete. There are 3 immigration officers working and with over 100 people having connecting flights most people ended up missing our flight to Chicago and had to stay the night in Toronto. There was also a 'baggage system failure:' an additional hour was spent in the airport as they tried locating our luggage. We learned our lesson and will do everything again never to come here again.
Queuing Times 12345
Terminal Cleanliness 12345
Airport Shopping 12345
no
1/10

Toronto Pearson Airport customer review

(United States)

This airport is an embarrassment to both Canada and the USA. If you have a connection flight to a US destination you will need to pass through customs. This is a 6 step process that is archaic at best and torture for the passengers at worst. I would like to believe that everyone is trying their best. There are far to many passengers seeking connection flights and too few folks to process them. If you have trouble with one of their machines there is no one to ask a question. The final indignity was after 2 hours of weaving through lines and a last chance to get something to eat - we were taken advantage of by the food prices. There were no open lunch counters in this area so we had to choose from a food wall. Sandwiches that cost between 11 and 14 dollars each and the soda's were over 3 dollars. This is their last chance to gouge you for a miserable mess called a sandwich. I know the 6 people in our group will never again book a connecting flight through this airport.
Queuing Times 12345
Terminal Cleanliness 12345
Airport Shopping 12345
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Toronto Pearson Airport customer review

(United States)

Lousy connection airport. Made the mistake of taking AC Rouge to get to Dublin which was a disaster but getting through Pearson was painful enough without the flight. I though Atlanta had the worst TSA crew but this one rivals them for incompetence inefficiency and general "screw you" attitude. I smoke and it took me a half mile walk (the walkways only go one way) to get outside and then have to go through security again. Never again.
Queuing Times 12345
Terminal Cleanliness 12345
Airport Shopping 12345
no
na

Toronto Pearson Airport customer review

(United Kingdom)

The worst airport we have ever been through. We were flying back home to the UK on Thursday 29th May after a wonderful holiday in Canada (our arrival in to Canada being through Montreal-Pierre Trudeau Airport) which was fine but our experience in Toronto put us off ever using Toronto airport again. Our check in was fine but oh dear when we reached security we were horrified to see the queue tailing back down the terminal. As we're were flying business class I asked if there was an express security line like at most international airports but was told by a very rude staff member no there wasn't you queue here eventually after waiting for an hour we reached the security check to find that there were only 2 security lines and one walk through so if someone was being scanned you had to wait in another queue and your personal belongings were going through and sitting at the end of the belt where anyone can pick it up and take it. I told one of the staff that our local airport back in England had 16 security check lines he was quite rude and said it must be bigger than Toronto but I assured him that it was nowhere near as big. Afterwards we went to look at duty free but it was very small and expensive. One the positive side the Air France lounge was really nice and very comfortable to relax after our marathon security wait. The boarding of the aircraft was also a shambles it was a very small crowded area and they got the business class passengers mixed up with economy which caused chaos for the flight crew trying to guide people to their seat. The management at Toronto airport want to get these problems sorted before next year when I understand Toronto will be hosts to the Pan American games or it will be a nightmare. I have informed our UK travel agent of the problems we experienced & told them to the think twice before putting some poor unsuspecting traveller through Toronto airport.
Queuing Times 12345
Terminal Cleanliness 12345
Airport Shopping 12345
no
8/10

Toronto Pearson Airport customer review

(Canada)

Clean and modern airport with ample seating and daylight. Check-in and security can take very long during the holiday season but were very quick and efficient last time I departed in April. Quite a way to go from security to the gates but they offer moving sidewalks which is convenient. T1 departure hall offers ample seating free Wi-Fi and iPad access and power outlets. Signage is good and available in both English and French. Duty free stores are small and few and prices aren't attractive compared to their European counterparts. Dining options are limited as well and vegetarian/vegan options are scarce and pricey. Immigration is usually fast and efficient and service is courteous and professional.
Queuing Times 12345
Terminal Cleanliness 12345
Airport Shopping 12345
yes
4/10

Toronto Pearson Airport customer review

(Singapore)

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.
Queuing Times 12345
Terminal Cleanliness 12345
Airport Shopping 12345
no
na

Toronto Pearson Airport customer review

(United States)

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!
Queuing Times 12345
Terminal Cleanliness 12345
Airport Shopping 12345
no
na

Toronto Pearson Airport customer review

(Canada)

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.
Queuing Times 12345
Terminal Cleanliness 12345
Airport Shopping 12345
no
2/10

Toronto Pearson Airport customer review

(United States)

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.
Queuing Times 12345
Terminal Cleanliness 12345
Airport Shopping 12345
no