A new policy at Toronto’s Pearson International Airport includes penalties for contractors that fail to meet service standards, including baggage handling.
During last summer’s travel surge, baggage halls overflowed at Pearson, and passengers were often stuck on the tarmac for more than an hour. A September poll by J.D. Power found Pearson ranked among the lowest in customer satisfaction when compared to other airports of a similar size in Canada and the United States.
