Toronto Pearson Airport

Flew in June and out in July. This is a new clean and easy to use Air Canada terminal. The only thing that surprised us was the terminal shuttle train has closed which we did not know which made getting to the Sheraton hotel a pain. On the return to Heathrow check-in was chaotic which we have not suffered before on 8 previous Air Canada flights we were instructed to join a queue for a Jamaica flight which had two check in desks rather than the generic baggage drop check in even though we had booked in on line. After 20 mins of getting nowhere my wife went and complained to the line supervisor who went and spoke to two staff members who then opened two more check in desks. After eventual check-in we had to queue 20 mins at security but at least they had all the lines at the one security point open. After a total of 50 min queuing we found the flight delayed for an hour (not the airport's fault) at least it was a nice place to sit and wait with plenty of seats and a Starbucks.

Worst service for those needing wheelchair assistance. You require multiple attendants from getting off the plane to the front door of the airport. Most travelers do not book this service but expect it when in the airport. The Airport staff do not treat you differently. Why book this service only to wait in line because others have not? Staff do not have clearance for all areas in the airport like most of the USA ones do now. At most I need 2 attendants in a USA airport but in Toronto on my last visit I had 5. I was also told now attendants will not take your luggage off the carousel requiring you to pay for a porter to do so. If I must pay for luggage why not pay for wheelchair assistance and improve the service? I am in this airport on average 4 to 8 times a year and have been traveling through it for over 40 years. When younger and traveling with young children I received better service and assistance than I do now having to as an older person walking with a cane.

Came in from Madrid with connecting flight to Chicago at 5.00 pm Toronto time. Airport was very clean with great technology and clear indications of how to get from place to place. However if you come to this airport with a connecting flight to the US it actually has a US immigration station so you do not need to pass immigration in actual US territory. There are so many people connecting that it takes an extremely long time in line waiting for the immigration process. People who get frustrated sneak into the separate line for people with tight connections. While our flight was going to board in 45 minutes the people assured us that we wouldn't miss our flight. Organization was lacking and they ended up making a longer line for everybody who needed to get into a 5.00pm flight. It was extremely busy yet only 2 lanes for security were open. We had to run to get to our flight were we were greeted by a lady who yelled at us for being late. With this experience I am worried about having another future connection in Toronto.

This airport is generally an easy place to navigate and use frequently compared to most major airports in North America. If you are familiar with its layout you can get in and out very quickly. It has finally started to focus on its weaknesses - slow baggage delivery lack of quality retail poor signage - and is starting to improve. On the negative side security screening is very slow and represents a real pinch point. Also connecting passengers still struggle especially when it comes to international connections but that's more of an immigration issue than an airport issue.

Arrived on Air Canada twice this month from ZRH and NRT. I found the experience quite civil. I have not particularly enjoyed this airport in the past but it is much improved. A lot of people transit this place and I think it was handled well.

Customs only had one agent for the incoming flights for non residents! How ridiculous the line exceeded one hour and there were not even many flights arriving. I travel every week and have never seen such a poorly managed situation. Terminal 3 international customs 8pm 4/26/13.

Arrived at Terminal 1 on a flight from London Heathrow connecting to a domestic flight to Winnipeg. This terminal badly needs two changes. The first is to find a better way of sorting arriving travelers into the appropriate Immigration lines. As a Canadian it was embarrassing to watch international visitors being "welcomed" to Canada by two frustrated-looking greeters literally yelling at everyone to go left if they're making a connection or go right if not; and then to see American transit passengers being abruptly told to leave the Connections line and join another line after merely following the greeters' instructions. The second change is to install screens showing passengers which gates they need to go to for their connecting flights as soon as they exit Customs or at least a sign informing passengers that they will need to go back airside to find this information. The current arrangement leads connecting passengers to waste scarce connection time wandering around landside in search of gate information and to interrupt airline staff who are busy with other duties.

Let me say as a Canadian I am embarrassed by this terminal. I have traveled to third world country with better terminals and better managed flow. Date April 6 YYZ to IAH: Air Canada arrived 3 hours early parked at viscount took bus to Terminal 3. Link is down till possibly 2016 according to the driver. Check in took 45 mins. After check-in had to go to US Immigration with my checked bags and wait for 1 hour. Passed US immigration then ran to Security - took another 30 mins. Ran to plane and took our seats. Then announcement - security breach - terminal shut down. Plane sat at the gates for another hour before take off. Return Apr 13 - herded like cattle into immigration then funnelled into 1 line to show our disembarkation card. After which we were allowed to go to baggage claim. Collected bags - then waited 20 mins just to leave because again they funnelled the exit to two lines only to get people out. Houston airport is nearly 50 years old and far more efficient.

I was traveling with an infant. Because of the infant I first had to queue at a manual airline control - then 3 hours standing queue in a hopeless undermanned border control! Of course I missed my flight and had to wait for another 3 hours before I could get aboard another connecting flight. At least the staff were nice and friendly - but a transit airport shouldn't really have a layout that makes you wait forever. I can say that I will definitely never ever go to that airport again for transit purposes and I recommend to opt for other airports if you are travelling to the US.

Another unpleasant experience at YYZ. Transferring between terminals is akin to a mystery quest now that the train shuttle is shut down. Pax must use a shuttle bus. Unfortunately there are few signs stating where the bus can be found. A transfer that used to take 15 minutes took 30 minutes for departure and 45 minutes for return. Arriving at YYZ after a long haul transpacific flight must be a nightmare for those with mobility disabilities as the walk is extremely long from the gate to the customs area with the few auto walkways out of service. Screening security staff could use some language lessons as their English is incomprehensible and they are rude. There is no priority security screening line or NEXUS line after 8 pm. So much for the benefits of paying a higher fare which includes a higher tax used to pay for the service. YYZ has some of the highest airline landing fees in North America combined with very expensive food and beverage options. Yet the quality of food and the level of service is poor.. It would be nice if the airport authority used some of that money for actual airport service.