Toronto Pearson passenger satisfaction reaches new highs in back-to-back polls as support grows for airport modernization

Abacus Data finds 91 per cent of recent passengers are satisfied with their airport experience; Pollara survey reports record-high satisfaction among Pearson travellers and growing support for infrastructure investment as key to more choice, better service and Canada's economic competitiveness

TORONTO, Sept. 16, 2026 /CNW/ -- Passenger satisfaction at Toronto Pearson continues to climb, according to new survey results that also point to strong public support for investments that will help modernize Canada's largest airport and strengthen the country's economic competitiveness.  

A recent survey by Abacus Data finds that 91 per cent of passengers who expressed a view were satisfied with their most recent trip through Toronto Pearson, with satisfaction levels continuing to trend upward. When asked to rate key aspects of their airport experience, passengers gave the highest ratings to the terminal's overall look and feel (87 per cent), cleanliness (86 per cent), and ease of getting around the airport (84 per cent), while also reporting positive experiences with staff helpfulness and the airport's shops, restaurants and services.  

The findings reinforce a separate national survey conducted by Pollara Strategic Insights for the Greater Toronto Airports Authority (GTAA), which found that 89 per cent of passengers who travelled through Pearson in the past 12 months were satisfied with their overall airport experience, the highest level recorded since tracking began.  

The results come as Toronto Pearson advances Pearson LIFT, a multi-year program to modernize and expand Canada's largest airport and support long-term demand for travel, trade and cargo. The survey found satisfaction with Pearson has continued to rise from 76 per cent in 2023 to 89 per cent in July 2026, with recent travellers reporting the strongest impressions of the airport.  

"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, Toronto Pearson. "The airport will continue efforts to enhance passenger experience through its new capital investment program, Pearson LIFT, which will take us to new levels of service." 

The Pollara Strategic Insights survey also finds that 57 per cent of Canadians flew in the past year, and Toronto Pearson remained Canada's busiest airport by a wide margin. Among Ontarians who travelled by air in the past 12 months, 86 per cent passed through Toronto Pearson, rising to 96 per cent among Greater Toronto Area residents. 

"The data shows direct experience continues to be one of Pearson's strongest reputation builders," said Dan Arnold, chief strategy officer, 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." 

Canadians also see a link between airport investment, choice and affordability. Over the past year, three-quarters of Pearson travellers say adding more airlines would make air travel through Pearson more affordable. In addition, 69 per cent of Canadians agree that investing in the expansion and upgrading of Toronto Pearson will provide new opportunities for Canadian businesses, create more jobs in the GTA and contribute significantly to the economy. 

Key Pollara Strategic Insights 

89 per cent	of passengers who travelled through Pearson in the past 12 months are satisfied with their overall airport experience, up from 86 per cent in January 2026 and 76 per cent in 2023.
57 per cent	of Canadians report travelling by air in the past 12 months.
49 per cent	of Canadian air travellers have used Toronto Pearson in the past year, making it the most travelled through airport in Canada by a wide margin.
72 per cent	of people who travelled through Pearson in the past 90 days have a positive impression of the airport.
69 per cent	of Canadians say investment in Pearson's expansion and upgrades will create new opportunities for Canadian businesses, create more jobs in the GTA and contribute significantly to the economy.

Pollara Methodology 

The survey was conducted online by Pollara Strategic Insights among a random sample of 2,725 adult Canadians from June 24 to July 14, 2026. Data was weighted using the most current age, gender and region Census data to ensure the sample reflects the adult Canadian population. As a guideline, a probability sample of this size carries a margin of error of plus or minus 1.9 percentage points, 19 times out of 20. The margin of error is larger for sub-segments. Pollara Strategic Insights is a member of the Canadian Research Insights Council and the research was conducted in compliance with CRIC standards. 

 Abacus Methodology 

The Abacus survey was conducted online with 2,000 Ontario adults aged 18 and over from September 8 to 11, 2026. A random sample of panelists was invited to complete the survey from a set of partner panels based on the PureSpectrum exchange platform. The margin of error for a comparable probability-based random sample of the same size is +/- 2.2%, 19 times out of 20. 

About Toronto Pearson 

The Greater Toronto Airports Authority is the operator of Toronto Pearson International Airport, Canada's largest airport and a vital connector of people, businesses and goods. Toronto Pearson has been recognized as one of the best airports in North America eight times in the last nine years by Airports Council International, the global trade representative of the world's airports. Toronto Pearson continues to be recognized as a top workplace, earning a spot on Forbes' Canada's Best Employers list for the past three years. 

SOURCE Toronto Pearson

Media contact: Toronto Pearson Media Office | [email protected] | 416-776-3709