Polls Show Passenger Satisfaction at Toronto Pearson Hits Record Highs
September 21, 2026 Team Contributor
Travellers who once grumbled about long lines and delays at Canada’s busiest airport, Toronto Pearson International may find themselves in the minority club.
Two new surveys show passenger satisfaction at Toronto Pearson International Airport has reached record levels, with travellers reporting positive experiences across a range of services and facilities. The data come as the airport continues investing in upgrades designed to improve the passenger journey and accommodate future growth.
Earlier this September, Pearson unveiled 30 new shopping and dining options as part of its ongoing effort to enhance the traveller experience. These investments may be helping drive stronger passenger sentiment.
Satisfaction scores continue to climb
An online survey conducted by Abacus Data among 2,000 Ontario adults found that 91% of passengers who shared an opinion were satisfied with their most recent trip through Toronto Pearson.
Travellers gave strong ratings to the airport’s overall look and feel (87%), cleanliness (86%), and ease of navigation (84%). Passengers also reported positive experiences with staff helpfulness, along with the airport’s retail, dining and service offerings.
“These findings reflect the progress Toronto Pearson has made improving the experience of passengers travelling through our airport, and the incredible employees that work here, creating exceptional service at every touchpoint,” said Karen Mazurkewich, Vice-President, Stakeholder Relations and Communications at Toronto Pearson.
The airport has also recently recognized the contributions of the thousands of employees who help keep operations running smoothly every day. The airport authority is well-aware that keeping workers happy bolsters the passenger experience.
For travel advisors, the reports also highlight the importance of helping clients navigate a busy airport and plan their journeys efficiently. Advisors looking to connect with travellers can join the Canadian Travel News advisor platform and make their services easier to discover.
National survey also shows record-high ratings
The Pollara survey, which included 2,725 Canadian adults who had travelled through Pearson in the previous 12 months, found that 89% were satisfied with their overall airport experience.
The number of satisfied passengers has steadily increased from 76% in 2023 to 86% in January 2026 and now 89%.
The study also sheds light on Pearson’s importance within Canada’s aviation network. Nearly half of Canadian air travellers reported flying through Pearson in the past year, while 57% of Canadians said they had travelled by air during the same period.
Among Ontarians who flew in the previous 12 months, 86% travelled through Pearson. That number rose to 96% among residents of the Greater Toronto Area.
Growth in airport investments
Beyond passenger satisfaction, the Pollara research found growing public support for airport infrastructure investments.
According to the survey, 69% of Canadians believe expanding and upgrading Toronto Pearson will create new business opportunities, generate jobs in the GTA and contribute to Canada’s economy.
“The data shows direct experience continues to be one of Pearson’s strongest reputation builders,” said Dan Arnold, Chief Strategy Officer at Pollara Strategic Insights.
“Travellers who have used the airport recently are more positive, and the public is increasingly connecting airport investment with benefits such as jobs, trade, supply chains and a better travel experience.”
What travellers can expect
As Toronto Pearson moves forward with its multi-year Pearson LIFT modernization program, airport officials will look to sustain passenger satisfaction levels. The latest survey results indicate that recent investments in facilities, services and people are already making a measurable impact on the traveller experience.
For travellers preparing to fly through Pearson, the improvements will continue alongside ongoing airport operations. Those looking for additional travel planning support can also explore Canadian Travel News’ travel advisor platform to connect with an advisor who can assist with their travel arrangements.
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