Toronto Pearson International Airport is ranked the second-worst largest airport in the continent for overall traveller satisfaction.
, Canada’s busiest airport ranked 20th out of 21 mega-sized airports across North America, scoring 749 out of 1,000. Newark Liberty International Airport in New Jersey came in last.
“This is one of the few times that North Americans have a really hard deadline … you’re two hours late for a flight, you got real problems and so that stresses people out,” Taylor said. “So, when they come into an airport facility and see a crowd of people, it does tend to lower their satisfaction, they tend not to do the things they would normally do, like shop or eat or drink.”
The study notes overall satisfaction is still down across North America since the onset of the COVID-19 pandemic, when significantly fewer passengers were travelling. Of the respondents, about 60 per cent say they experienced severe or moderate crowding within the terminal, which is two per cent higher than last year.
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