YYZ ranked near the bottom among other major North American airports in J.D. Power’s latest customer satisfaction ranking. The 2021 study, released on 22SEP, ranked YYZ the second-lowest of 20 airports in its “mega” category, which see at least 33m passengers a year. Michael Taylor, head of travel intelligence at J.D. Power, says Pearson specifically fared relatively poorly because of facilities and pandemic policies. “A lot of it had to do with COVID procedures, and really some of the terminal facilities could be upgraded.” Wait times, baggage delays, and issues of the amount of people allowed in a terminal due to COVID-19 policies contributed to the ranking. J.D. Power says customer ratings for airports were generally higher in the first half of the AUG 2020 to JUL 2021 study period but slipped in the second half as passenger volumes and expectations rose.
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