First Quarter 2013 - Toronto Pearson International Airport

2013 FIRST QUARTER 

A publication of the 

Greater Toronto Airports Authority 

www.TorontoPearson.com 

TODAY 

GET HOME FASTER WITH 

AUTOMATED BORDER CLEARANCE 

TEMPORARY LINK TRAIN SHUT DOWN 

FOR THE UNION PEARSON EXPRESS 

AIRLINE FEE REDUCTIONS 

ROYAL RECOGNITION 

MORE DINING INNOVATIONS 


TPT first quarter 2013 1

2 TPT first quarter 2013 

www.TorontoPearson.com

TODAY 

Editor-in-Chief: 

Toby Lennox 

Senior Editor: 

Jason Ritchie 

(416) 776-5584 

Jason.Ritchie@GTAA.com 

Designer: 

Melissa Lim 

(416) 776-3134 

Melissa.Lim@GTAA.com 

Photography * : 

Melissa Lim 

Erin Joyce 

* 

Unless otherwise stated 

Staff Writers: 

Melissa Lim 

Lee Petrie 

Shannon O’Reilly 

Scott Russell 

Advertising Sales: 

publication@GTAA.com 

Regular issues of Toronto Pearson Today are 

published quarterly by: 

Greater Toronto Airports Authority 

Corporate Affairs and Communications 

Toronto Pearson International Airport 

P.O. Box 6031 

3111 Convair Drive, Toronto, AMF 

Ontario, L5P 1B2 


Toronto Pearson Today is made available 

free of charge at Toronto Pearson 

International Airport in 

Toronto, Ontario, Canada. 

This publication can also be found online 

at www.TorontoPearson.com. 

Features 

4 Get Home Faster with A-B-C: 

Automated Border Clearance 

5 

6 

13 

16 

17 

Regulars 

10 

14 

Temporary LINK Train Shut Down 

for the Union-Pearson Express 

Airline Fee Reductions 

Operation Bright Star: An 

Exercise in Emergency Practices 

From the GTAA to CATSA: 

Our Former CEO Gets a New Job 

Royal Recognition: The Toronto 

Pearson Crisis Support Team 

Receives a Distinguished Honour 

Shopping and Dining: 

New Dining Innovations 

People at Pearson: 

Michael Roxas, GTAA Sign Shop 

Supervisor 

To receive an electronic version of Toronto 

Pearson Today, please send 

an e-mail to publication@GTAA.com. 

Copyright © 2013 Greater Toronto 

Airports Authority 

All rights reserved. No part of this 

publication may be reproduced, stored 

in a retrieval system, or transmitted, in 

any form or by any means (photocopying, 

electronic, mechanical, recording or 

otherwise) without the written consent of 

the copyright holder. The GTAA does not 

necessarily endorse the products, services 

or companies that appear in advertisments 

contained within this publication. 

ISSN: 1718-0244 

20 

22 

Arts and Exhibitions: Stamp of 

Approval; Urban Nature 

Customer Service, For You 



Easy as A-B-C 

Automated Border Clearance aims to get you home faster. 

From left: Goran Vragovi (CBSA Regional Director General for the GTA), Ted Opitz (MP for Etobicoke Centre), Bal Gosal (Minister of State (Sport) 

and MP for Bramalea Gore Malton), Pamela Griffith-Jones (GTAA V.P. Guest and Terminal Services) and a CBSA officer officially launch the 

Automated Border Clearance kiosks at Terminal 3. Kiosks will be coming to Terminal 1 in March. 

We know that when your plane 

touches down at Toronto Pearson, all 

you really want to do is go home, not 

wait in line at customs. Well, Toronto 

Pearson and the Canada Border 

Services Agency (CBSA) have teamed 

up to get you home faster with the 

launch of the Automated Border 

Clearance (ABC) program, which 

officially launched on February 8. 

ABC is an innovative concept that 

uses self-service kiosk technology to 

expedite the customs process and 

help our guests move more efficiently 

through our facilities. Beginning in 

February in Terminal 3, Canadian 

citizens with a valid passport and 

Canadian permanent residents with 

a valid permanent resident card 

returning to Canada are eligible to 

use the self-serve kiosks. 

To use the kiosk, guests will 

activate the touch screen kiosk, scan 

their passport or travel document, 

insert their completed Declaration 

Card, and answer a few clarifying 

questions as required. Once finished 

at the kiosk, guests will receive 

a printed receipt, which they’ll 

then present to a border services 

officer at the next checkpoint for 

verification. The ABC kiosk allows up 

to four travellers residing at the same 

address to be processed in a single 

transaction if they are all identified 

on the same CBSA Declaration Card. 

"ABC technology is a secure 

and innovative service which 

demonstrates our commitment to 

making travel easier for Canadians,” 

said CBSA President, Luc Portelance. 

“Smart border management includes 

border services that leverage 

technology to assist in reducing wait 

times and congestion at Canada's 

busiest airports." 

There are 20 kiosks available in 

Terminal 3, which can process up to 

960 passengers an hour. Another 20 

kiosks will be available in Terminal 1 

by the end of March. 

On the first day of operation, 

nearly 6,000 travellers used the kiosks 

to expedite their customs process. 

In the first week of operation, more 

than 40 per cent of eligible travellers 

opted for the kiosk. 

"We are excited to provide our 

passengers an improved experience 

when arriving at Toronto Pearson," 

said Pamela Griffith-Jones, GTAA V.P. 

Guest and Terminal Services. "This is 

very exciting for Toronto Pearson and 

speaks to the partnership that we 

have with CBSA that was crucial in 

getting this program up and running. 

Our guests are already benefitting 

from all the hard work, and together 

we are working to make Toronto 

Pearson the best airport in the world." 

While this innovative technology 

will be new to Toronto Pearson 

International Airport this winter, it 

has already proven to be enormously 

successful in Vancouver and 

Montréal. 

For more information on the ABC 

program, please visit http://www. 

cbsa-asfc.gc.ca/travel-voyage/abcpaf-eng.html. 



Temporary LINK Train Shut Down 

As construction on the Union Pearson Express is set to begin, the GTAA will be shutting 

down the Automated People Mover (LINK Train). 

Construction on the Union 

Pearson Express, the high-quality 

rail service linking Union Station in 

downtown Toronto to Terminal 1, 

will begin on March 19. Metrolinx 

will be building the Union Pearson 

Express, which will require the shut 

down the Automated People Mover 

(APM), or LINK Train, to facilitate the 

construction of the Express station at 

the Terminal 1 parking garage, which 

will last approximately eight months 

(from after the March Break until 

before the Christmas rush). 

During this time, the GTAA 

will provide guests and employees 

with separate air-conditioned 

coach bussing service between the 

Value Park Garage, Terminal 1 and 

Terminal 3. The current level of 

service delivered by the APM will 

be maintained by the busses: every 

three and a half minutes during peak 

times and every seven minutes at offpeak 

times. 

While the APM is out of service, 

an additional car will be added 

to each train. When the train is 

reopened, there will be room for an 

additional 25 passengers on each 

train, translating to capacity for 

thousands more each day. 

The new Union Pearson Express 

rail service will launch Toronto 

Pearson into the same league as 

London, Paris, Hong Kong and Seoul, 

and will further position us as North 

America’s gateway. 

Your understanding and patience 

during this time is much appreciated. 

For more information, please 

visit http://www.upexpress.com/en/. 

Construction on the Union Pearson Express has begun. To facilitate the construction of the Express station, the LINK Train will be temporarily 

shut down from March 19 to October 31, 2013. 



Airline Fees Drop 

For the sixth consecutive year, the GTAA has dropped airline fees. 

The GTAA has lowered fees 

charged to air carriers operating 

at Toronto Pearson for 2013. This 

is the sixth consecutive year that 

rates have been reduced or held flat. 

Starting January 1, 2013, airlines saw 

an average 10 per cent drop in fees. 

We plan to hold these fees steady for 

three years. 

The new fee structure is based 

on similar models used at other 

international airports. At Toronto 

Pearson, fees include landing fees 

(based on an aircraft’s maximum 

takeoff weight), apron fees (based on 

minutes an aircraft spent on a gate), 

general terminal charges (based on 

number of seats on aircraft), and 

check-in counter fees (based on 

15-minute time slots allocated to the 

air carrier). GTAA debt servicing, rent, 

and taxes are now more appropriately 

attributed to the correct fee, which 

lowered the landing fee and increased 

the general terminal charge. 

The chart below shows two 

examples of how the new fee 

structure would result in cost savings 

for air carriers. The international 

example involves an Airbus 330- 

300, with a three-hour turn on a 

bridged gate and three hours use of 

four check-in counters. The domestic 

example involves an Airbus 319, with 

a two-hour turn on a bridged gate 

and three hours use of three check-in 

counters. 

“The continued reduction in costs 

to airlines at Toronto Pearson is good 

news,” said Tony Tyler, International 

Air Transport Association (IATA) 

Director General and CEO. “It will 

improve Toronto’s competitiveness 

for business and tourism, and enable 

aviation to play an even bigger role in 

driving economic growth.” 

Key drivers for the fee reductions 

were successful cost containment 

during 2012 and the projected 

increase in passenger traffic in 

2013, supplemented by increased 

opportunities for non-aeronautical 

revenue in the terminals. Comparing 

traffic in the first nine months 

between 2011 and 2012, Toronto 

Pearson saw a 4.1 per cent increase 

in passenger traffic. We anticipate 

further passenger growth in2013. 

Sector Year Aircraft MTOW 1 Seats Landing 2 Terminal 3 Turn 4 Apron 5 Counter 6 CDF 7 Total fees Change 

INT 2012 A333 230 265 $5.750 $1,680 $842 — $247 $15 $8,534 

INT 2013 A333 230 265 $3.954 $2,337 — $1,089 $250 $15 $7,645 10.4% 

DOM 2012 A319 70 120 $1,750 $608 $436 — $185 $15 $2,994 

DOM 2013 A319 70 120 $1,203 $847 — $330 $187 $15 $2,582 13.8% 

1. Maximum takeoff weight 2. Landing fees, per 1,000 kg of MTOW 3. General terminal charges, per seat 4. Turnaround fee, from a fixed charge by type of 

gate and a variable charge per seat 5. Apron fee, replaces the Turnaround fee in the New Year, based on aircraft code, type of gate, and minutes spent on gate 

6. Counter fee for check-in counter use, charged per hour in 15-minute intervals 7. Central Deicing Facility fee, per landing 



Philippine Airlines Arrives 

Philippine Airlines celebrated their inaugural flight to Toronto Pearson, making this the 

airline’s only service to the North American east coast after 15 years. 

On November 30, we welcomed 

Philippine Airlines’ (PAL) inaugural 

flight to Toronto Pearson, marking the 

airline’s return to the North American 

east coast after 15 years. The 15- 

hour direct service between Toronto 

and Manila will depart Toronto 

Pearson every Wednesday, Friday 

and Sunday, providing passengers 

with a convenient connection to the 

Philippines and other destinations 

in the South Pacific. On hand for 

the welcoming ceremonies were 

GTAA President and CEO Howard 

Eng and Mississauga Councillor 

Bonnie Crombie, who welcomed 

PAL executives Alberto Lina (Board 

of Directors) and Felix Cruz (V.P. of 

Marketing). Guests were treated 

with traditional Filipino dancers, cake 

and refreshments. Please join us in 

welcoming PAL to Toronto Pearson, 

and thank you to everyone who had 

a hand in making this event a success. 

Clockwise from top left: PAL’s first flight pulling up to the gate; Singer Rachelle Ann Go (centre) was just one of the VIPs on the inaugural flight; 

PAL executives Alberto Lina, Board of Directors, and Felix Cruz, V.P. for Marketing, join Councillor Bonnie Crombie and GTAA President and 

CEO Howard Eng, for the official ribbon cutting; Howard Eng presents Felix Cruz with a commemorative gift. 



Fond Farewell 

At the end of 2012, Marilynne Day-Linton retired as Chair of the GTAA Board of Directors. 

Here, Marilynne shares her thoughts on her time on the Board. 

It is hard to believe that my nine 

years on the GTAA Board of Directors 

are done. Time flies when you are 

having a good time. 

For the last four years, I have had 

the honour to serve as Board Chair. 

The new Terminal 1 had just 

opened the month before I joined the 

Board in May 2004. It is amazing what 

the GTAA has accomplished since that 

time. The International Pier opened, 

and the Terminal 3 refurbishments 

were completed. Then the company 

went through a period of learning 

how to operate this wonderful new 

facility in an increasingly efficient 

and cost effective way. Although that 

work is never done, the GTAA then 

embarked on its strategy to become 

North America's premier portal. 

I was elected Board Chair starting 

January 1, 2009, about a year after 

Lloyd McCoomb became President 

and CEO. It was a delight to be able 

to learn more about the GTAA as 

Chair and, more importantly, get to 

meet and know many of the GTAA 

employees. Although there are always 

ups and downs, and this industry 

continues to change, the employees 

at the GTAA have adjusted along 

with it. The pride that the staff shows 

in their work is palpable, and it will be 

what helps Toronto Pearson achieve 

its vision. 

One of my highlights while Chair 

was accepting the Most Improved 

Airport award from IATA in June 

2010. As I accepted the award on 

behalf of all Toronto Pearson staff, 

the head of IATA shook my hand and 

said that he didn't think he would 

see the day that he awarded it to 

Toronto Pearson. It was a proud day 

for Toronto Pearson, and it still brings 

a smile to my face having been a 

part of that special event. Since 

that time, the GTAA has worked 

on implementing its strategy by 

attracting new air carriers and routes 

for our travelling public, as well as 

significantly improving the retail and 

concession offerings. Management 

and staff have worked with the many 

government agencies and partners to 

improve Toronto Pearson's customer 

service and guest experience, and 

the guests are taking notice. Another 

highlight was being part of the CEO 

search team that found our new CEO, 

Howard Eng. Finding the right leader 

for the company is one of the most 

important jobs a Board of Directors 

has to do. Howard will continue 

to move Toronto Pearson towards 

being the world-class airport that 

our great cities of Toronto, Brampton 

and Mississauga, and the surrounding 

regions deserve. 

Thank you for the opportunity 

to serve as the Chair of the GTAA’s 

Board of Directors, thanks to all the 

employees and Board members who 

helped me along the way. 

I know that the same smile 

I have had when I walk into our 

busy terminals as Board Chair 

will continue to appear as I watch 

Toronto Pearson set new standards 

for guest experience and operational 

excellence to become the world 

renowned hub that Canada deserves. 

Sincerely, 

Marilynne Day-Linton 



Welcome, Chairman 

As we say goodbye to Marilynne 

Day-Linton as Chair of the GTAA 

Board of Directors, we welcome Vijay 

Jeet Kanwar as the new Chairman of 

the Board. 

Vijay has been a member of 

the Board of Directors since May 

2006. He was appointed by the 

Province of Ontario and has served 

on the Planning and Development 

Committee, Audit Committee 

and the Human Resources and 

Compensation Committee. He was 

also involved with the Board search 

committee for the GTAA’s new CEO. 

Vijay is President and Chief 

Financial Officer of KMH Cardiology 

and Diagnostic Centres. KMH is a 

leading provider of cutting edge 

medical diagnostic services with 

locations in both Canada and the 

United States. In addition, Vijay has 

also been involved in commercial real 

estate development and specialized 

computer software development. 

Vijay brings to the role a wealth 

of international business experience 

and acumen, coupled with an 

impressive suite of professional and 

leadership credentials. In addition 

to his extensive business experience, 

Vijay has a strong commitment to 

community development, and he has 

actively supported the Credit Valley 

Hospital. He serves on the Board of 

Directors of the Maple Leaf Sports 

and Entertainment Foundation, 

Canada’s National Ballet School, the 

Royal Ontario Museum, Sunnybrook 

Foundation, and Natural Sciences 

and Engineering Research of Canada. 

Vijay holds a Bachelor of 

Mechanical Engineering (BE), a 

Masters in Business Administration 

(MBA), a Masters in Law (LLM) 

and Institute Certified Director 

Designation (ICD.D). 

Working together with 

management, employees and the 

Board, Vijay is focused on creating 

a sustainable airport authority that 

maintains the highest standards of 

corporate practice and manages 

growth in a fiscally responsible 

manner. 

We welcome Vijay and look 

forward to working with him over 

the next few years. 

Green Airport Award 

Toronto Pearson recently 

received a Green Airports Award 

from the City of Chicago 

Department of Aviation. This new 

award recognizes airports across 

North America for their outstanding 

leadership in pursuit of sustainability 

within the aviation industry. 

This recognition is a 

collaborative effort led by the 

Chicago Department of Aviation 

and the American Association 

of Airport Executives (AAAE) to 

airports that demonstrate strong 

achievement in conservation 

leadership, innovation, corporate 


and community engagement, and 

conservation achievements. 

“The success of our program 

is tied to the involvement of our 

employees and business partners, 

and without them we could not 

reach our goals and objectives,” 

said Marc St-Jean, GTAA Associate 

Director, Business Performance. 

The GTAA’s commitment to 

managing its business responsibility 

is grounded in the dedication of 

thousands of people who work 

at Toronto Pearson. Corporate 

responsibility is an integrated part of 

the GTAA’s business strategy. 

Presenting the Green Airports Award, from 

left: Craig Rock, GTAA Manager, Electrical 

Systems; Marc St-Jean, Associate Director, 

Business Performance; Howard Bohan, V.P., 

Aviation Services; Howard Eng, President 

and CEO; Pat Neville, V.P. Airport Planning 

and Technical Services; and Randy McGill, 

Associate Director, Corporate Sustainability. 


Shopping and Dining 

New dining options are opening throughout Toronto Pearson. Here’s a look at the most 

recent openings to tantalize your tastebuds while you wait. Keep an eye out for more 

restaurants opening in the next few months. 

New Dining Options, For You. 

Near the end of 2011 and into 

2012, Toronto Pearson committed to 

bringing new and exciting retail and 

dining options to you. Throughout 

the past year, we’ve delivered on 

that promise, having introduced a 

slew of new stores and restaurants 

and announced our innovative dining 

partnership with OTG, the airport 

restaurant company responsible for 

brining many on these new concepts 

to Toronto Pearson. The end of 2012 

was a busy time for us that saw no 

less than seven new restaurants open 

in the terminals. Here’s a rundown of 

our newest additions. 

Guests travelling through 

Terminal 1 can now have a taste 

of a Canadian favourite at Swiss 

Chalet, located pre-security at 

Domestic Departures. Famous for 

its slow-roasted chicken and casual 

family dining, this new full service 

restaurant features a full bar and is 

the perfect place to take a load off 

before any flight. We also have a 

location in Terminal 3, pre-security, 

for guests in both terminals to enjoy. 

An exciting new addition to the 

Toronto Pearson dining program 

is celebrity chef and restaurateur 

Massimo Capra’s new Italian 

concept restaurants Boccone, 



Shopping and Dining 

Opposite page, clockwise from top left: Swiss Chalet in Terminal 1; Boccone in Terminal 1; Cibo Express in Terminal 1; Freshii in Terminal 3. This 

page, from left: Heirloom Bakery Cafe in Terminal 1; True Burger in Terminal 1. 

located in Terminal 1, Domestic 

Departures near gate D41, and 

Boccone Pronto, located in Terminal 

1, Transborder (U.S.) Departures. 

Known for his Toronto restaurants 

Mistura and Sopra Upper Lounge, 

the Rainbow Room in Niagara Falls, 

as well as his many TV appearances 

and cookbooks, Chef Capra brings 

his signature approach to rustic 

Italian fare to Toronto Pearson. 

With a menu that includes salads, 

pizzas, sandwiches, pastas, as well 

as antipasti and breakfast selections, 

Boccone offers upscale Italian 

cuisine with a local flavour. Boccone 

in Terminal 1, Domestic Departures, 

features dine-in service, including a 

full bar. Boccone Pronto, located in 

Terminal 1, Transborder Departures, 

offers the same great flavour for 

those who need a quick bite. 

For our guests in Terminal 3, 

Freshii provides healthy and fresh 

meal choices for those on the go. 

With a goal to be as good to the 

planet as possible, Freshii eliminates 

excess packaging, excessive energy 

consumption and processed meals. 

Healthy options for guests include 

fresh salads, rice bowls, organic and 

vegan options, as well as fat free 

frozen yogurt. Freshii can be found in 



near gate B19. 

Quick and healthy options for 

those on the go in Terminal 1 are also 

available at Cibo Express Gourmet 

Markets. One of the first concepts 

from our partnership with OTG to 

open, Cibo Express carries over 1,000 

products catered to every lifestyle, 

including organic, vegan, Kosher, 

all-natural, gluten-free and hearthealthy 

choices to fit everyone’s 

dietary needs. You can find Cibo 

Express in Terminal 1, Transborder 

Departures, near gate F62, and in 

International Departures near gate 

E74. 

For those craving a classic, hearty 

burger, True Burger Co., located in 


near gate B40, is all about roots and 

bringing things back to the basics. 

Here, the burgers are sourced from 

natural, sustainably raised cornfed 

Ontario beef for tender, buttery 

tasting meat that melts in your 

mouth. Also on the menu are handcut 

fries, sweet potato fries and footlong 

hot dogs. 

Heirloom Bakery Café is the first 

of the main OTG concepts to open 

at Toronto Pearson. Local baker and 

entrepreneur Devin Connell brings a 

menu of healthy, light entrees, such 

as roasted sweet potatoes and black 

bean edamame salad, unique treats 

like salted chili honey popcorn, and 

delicious baked goods to Terminal 1, 

International Departures. Made from 

fresh, locally-sourced ingredients, 

Heirloom Bakery Café is a breath 

of fresh air that guests have been 

waiting for. The innovative design 

also uses the natural light from the 

floor to ceiling windows of the space 

to bring a bright, new atmosphere 

to the International Departures 

waiting area. Each seat at Heirloom 

integrates Apple iPads as not only a 

way to view the menu, but for guests 

to use at their leisure while they dine. 

If you’re in Terminal 1, Heirloom 

Bakery Café can’t be missed near 

gate E75. 

The next time you’re travelling 

through Toronto Pearson, rest 

assured that we have something 

that’ll satisfy any appetite. The next 

year will see a continuation of new 

dining concepts opening throughout 

the airport. Construction on the next 

phase of OTG concepts is underway 

and more dining innovations are set 

to open. For more information, please 

visit www.torontopearson.com/en/ 

shopdinerelax/innovativedining. 


Happiest Holidays 

Once again, Toronto Pearson found some fun and unique ways to keep our guests 

entertained during the busy holiday travel season. If you were here, we hope you had fun! 

Top row: GTAA Employee Ambassadors ready to spread some cheer. Bottom row, from left: Santa made a detour from the North Pole to visit 

some of our little guests; Complimentary gift wrapping was available in the terminals; Mrs. Claus also came to visit and read stories to our 

smallest guests. 

This holiday travel season, 

Toronto Pearson saw more than one 

million guests pass through our doors. 

And once again, we did our best to 

make their stay an entertaining and 

enjoyable one. 

During the two weeks leading up 

to Christmas, we brought back the 

Tweet-A-Carol program. Launched 

during last year’s Christmas rush, 

the program proved to be a smash 

hit once again this year. Anyone with 

friends or family travelling through 

the airport could tweet us their name 

and flight details and our carollers 

would do their best to track them 

down through the terminals and 

greet them with a holiday song. The 

response was once again extremely 

positive and helped kick off a lot of 

holiday journeys on the right note. 

Also back for another year were 

Santa who roamed the terminals 

spreading Christmas candy and cheer, 

and Mrs. Claus, who read Christmas 

stories to our littlest guests. 

Our holiday colouring walls were 

also a huge attraction, allowing kids 

of all ages to get creative and leave 

their mark before boarding their 

flights. 

This year, we also had an Inuit 

art exhibition that featured drawings 

and sculptures from Canada’s north. 

Here, guests could make their own 

greeting cards. 

We also brought back the 

Ambassador program, where airport 

employees greeted guests travelling 

on the busiest holiday travel days, 

December 23 and 24, offering help, 

guidance or just a treat to get them 

through the rush. 

Once again, thanks to everyone 

for making the holiday travel season 

at Toronto Pearson another success. 

If you were travelling through the 

airport this year, we hope that we 

were able to start or end your journey 

with a smile. 



Operation Bright Star 

In the fall, the GTAA orchestrated a large training exercise for airport, emergency services 

and airline personnel. Thanks to all the members of the community that volunteered. 

Dont’ worry, it was just a drill. Over 100 volunteers were invited to participate in the GTAA’s major emergency training exercise. Photos courtesy 

of Andy Cline. 

In late October, Bright Star 

Airlines flight number 321, an Airbus 

A320 bound for Calgary, aborted 

its takeoff on a wet Runway 23 at 

Toronto Pearson and caught fire. 

Well, not really…But on this 

cool and damp morning that was the 

scenario for the GTAA’s latest major 

crash exercise. 

The exercise was designed to 

test the coordinated responses, 

procedures, protocols, and communications 

amongst all the 

responding agencies who play a part 

should there be an incident at the 

airport. 

Over 100 volunteers gathered 

at the Fire and Emergency Services 

Training Institute (FESTI) early in the 

morning and were split into three 

groups with pre-assigned roles: 80 

volunteers acted out the roles of 

injured and uninjured passengers 

on board the plane, while 60 more 

volunteers played the part of family 

and friends in the terminal. Air 

Canada provided the Airbus A320, 

and the Bright Star Airlines crew were 

played by Air Canada personnel. 

The crash scenario saw the 

passengers aboard the A320 quickly 

and efficiently evacuated by the 

cabin crew with air stairs simulating 

the emergency escape chutes. The 

evacuated uninjured and ambulatory 

injured victims were then moved to 

a central area clear of the burning 

aircraft. GTAA Fire and Emergency 

Services (FES) were on site before 

the last passenger could leave the 

aircraft. The most seriously injured 

were carefully removed from the 

aircraft by the first responders, 

FES. The airline crew organized 

the passengers, separated the 

ambulatory injured victims and crew, 

and established them in a separate 

area. After FES had extricated the 

non-ambulatory victims, they 

commenced first aid and evaluation 

of the injured. Within three hours, 

the exercise was complete. 

Training exercises like these are 

important to ensure that all members 

of the airport community are up to 

date on training methods and safety 

procedures. It also provided the 

volunteers with an interesting insight 

into this critical aspect of airport 

operations. 

Evaluators from the GTAA, FES 

and the airline oversaw the exercise, 

and observers from other agencies 

were also present for many aspects. 

The entire event was filmed for 

training purposes. A large debrief 

was held at FESTI after the exercise 

for the police, FES participants, and 

evaluators and observers. Volunteers 

were given a nice gift bag and 

refreshments and snacks by GTAA 

after the event. 

The event data that was collected 

will be analyzed to find ways to 

improve emergency response at 

Toronto Pearson. A big thank you 

to all who participated. We hope 

you had fun learning more about 

emergency protocols here at the 

airport. 

-With files from Andy Cline 



People at Pearson 

Go behind the scenes with the people who make Toronto Pearson work. 

Michael Roxas, 

GTAA Sign Shop Supervisor 

Often, the first thing guests 

visiting Toronto Pearson do is pause, 

and look up for signs indicating 

where they are supposed to go. There 

is nothing more frustrating than 

standing in an airport’s concourse 

and trying to decode the thousands 

of signs pointing in every which 

direction. Even worse is missing a 

flight because you can’t figure out 

how to get to your gate. At Toronto 

Pearson, we have a dedicated Sign 

Shop team who make finding your 

way as easy as possible for guests 

passing through the airport. 

With over 15 years of experience 

at Toronto Pearson, Michael Roxas, 

Sign Shop Supervisor, is the airport 

expert on all things related to signage. 

After graduating from George Brown 

College with a diploma in sign 

graphics and production, Roxas made 

his debut with the GTAA and never 

looked back. 

Roxas and his staff of two are 

responsible for every sign at the 

airport: the roadway signs indicating 

which turnoff to take for the 

terminals, the parking signs, the signs 

on the runways, and the signs inside 

the terminals. 

Roxas’ daily duties are mainly 

focused on the maintenance of 

existing signs, but also include the 

design and creation of new signs, as 

well as installation. His team always 

has a variety of projects on the go, 

but his current project is developing 

signage for construction of the new 

Air Rail Link that will take place 

between March 2013 and October 

2013. “We’re focusing mainly on 

wayfinding right now. All of the 

pictograms that indicated the APM 

(LINK train), we’re changing it to 



People at Pearson 

a bus pictogram,” said Roxas. This 

will allow passengers to more easily 

find the bus during the construction 

period while the LINK train is not 

available. 

Clear and easy information is 

key for quick passage through the 

airport. Roxas said his team tries to 

minimize the time passengers need 

to interpret the signs. “If you’re an 

international passenger transferring 

through Toronto Pearson, the less 

that you have to read, the better it is,” 

said Roxas. “We don’t want people 

standing in front of a sign, blocking 

the hallways.” 

Internationally recognized pictograms 

are also essential, especially 

for passengers who may not be 

well versed in the official languages 

of English and French at Toronto 

Pearson. Roxas said that in some 

instances they will even create new 

signs in a third language for specific 

flights. “For example, for people who 

are flying to Taiwan or China, we have 

to have the Chinese characters on 

the signs. It’s not a typical standard, 

but if that’s what’s needed, we cater 

to what our guests need.” Signage 

is critical for successful customer 

service and a pleasant experience at 

Toronto Pearson. We want to make 

our guests feel at home. 

Aside from the efficiency that 

signs provide, safety and security is 

another main focus of the Sign Shop. 

Roxas and his team are responsible 

for collaborating with the security 

team to create and place clear 

emergency exit signs. Guest safety is 

Toronto Pearson’s greatest concern, 

so internationally recognized signs for 

exits, first aid, and help are priorities. 

We also care about the little things, 

so the sign Shop is responsible for 

indicating when passengers should 

watch their step, or stay out of a 

certain area. 

Aside from creating and installing 

safety signs, the Sign Shop is tasked 

with making sure those signs stay 

where they’re supposed to. They’re 

often doing maintenance to make 

sure the highway signs are in good 

shape and that those in the terminals 

are in top form. 

To many, looking after all the 

signs at the airport might seem 

tedious, but to Roxas, it’s exciting. 

“My job is never boring. There is 

always somebody needing something 

from you.” But the production side of 

the Sign Shop is just one aspect that 

Roxas loves. “It’s a good feeling being 

part of the airport. Toronto Pearson 

is one of the biggest airports in the 

world, and 99 per cent of the people 

you see here are happy, because they 

get to fly somewhere. I don’t think 

you can beat that.” 

So the next time you’re at 

Toronto Pearson, just remember 

Michael and his team are working 

hard to make sure that you’re able to 

find your way. 



From the GTAA to CATSA 

In October, the Canadian Airports 

Council (CAC) announced that Lloyd 

McCoomb, former President and 

CEO of the GTAA, had been named 

the new chairperson of the Canadian 

Air Transport Security Authority 

(CATSA). 

"A well respected Canadian 

airports veteran, Lloyd McCoomb 

will bring to CATSA a wealth of 

airport operational perspective 

from Canada's busiest airport," 

said CAC Chairman Tom Ruth. 

"Canada's airports welcome Lloyd 

to his new role as chair of CATSA, an 

organization with an important role 

for the industry with which we enjoy 

a close and collaborative working 

relationship." 

Lloyd served as president and 

CEO of the GTAA from 2007 until 

January 2012, during which time he 

also was on the Board of Directors 

of the CAC. He brings more than 35 

years of experience in transportation 

and engineering management to his 

new role at CATSA. 

The National Airlines Council 

of Canada (NACC) members – Air 

Canada, Air Transat, Jazz Aviation 

LP and WestJet – also welcome this 

announcement. "We have worked 

well with Dr. McCoomb in the past, 

and we look forward to working 

with him in his new role. We believe 

that his airport background and 

understanding of the industry's 

issues will go a long way to improve 

a passenger's journey through the 

airport without compromising 

security," said George Petsikas, 

President of the NACC. 

“CATSA plays a crucial role in 

ensuring the safety and security of 

the travelling public. Lloyd's extensive 

knowledge of the aviation industry 

and understanding of the unique 

issues airlines face is welcomed by the 

NACC. Canada's passenger airlines 

recognize that safe and secure air 

travel is a priority for all Canadians, 

and is vital to our national security at 

large.” 

The NACC works with Transport 

Canada, airports, CATSA and other 

government agencies to improve the 

security processes. 

Coming to the Rescue 

On December 17, the GTAA’s Fire 

and Emergency Services (FES) team 

responded to a call for assistance at 

a blaze at an industrial building near 

Airport Road and Hwy 407. Although 

nearly 50 Brampton firefighters were 

on hand, they were forced into a 

defensive mode around the building’s 

exterior while the fire engulfed the 

building with flammable liquids like 

ethanol and heptane exploding inside. 

The GTAA FES quickly responded and 

sprayed the blaze with a special foam 

to help contain the flames. 

“It’s the first time we’ve used 

them, and we’re lucky they were right 

next door,” said Brampton Deputy 

Fire Chief Matt Pegg, who couldn’t 

risk sending his firefighters inside. “It 

made a huge difference for us.” 

Pegg said the chemicals within 

the building made for a complex fire, 

heightening the risk of explosions, 

and the foam that the GTAA FES 

used helped to keep the flames under 

control. Thirty to 50 employees were 

in the building at the time of the fire 

but all made it out. Only one person 

was taken to hospital with burns on 

his hands. The cause of the fire is still 

unknown. 

The GTAA responds to 

emergency calls for assistance 

from other Fire Services within the 

Greater Toronto Area (GTA) about 

two to three times a year. Calls for 

assistance come directly from other 

fire services communication centres. 

Fire Chiefs will also phone each other 

directly during an incident to make 

the request. This is all carried out 

quickly and effectively because the 

Fire Chiefs and the fire services have 

a good rapport, understanding and 

working relationship with each other 

that facilitates easy interoperability 

and support during major events and 

regularly scheduled joint training and 

information sharing sessions. 

Congratulations to the GTAA’s 

FES for their quick response and for 

doing their part in keeping the airport 

community safe. 



Royal Recognition 

To celebrate Her Majesty Queen 

Elizabeth II’s 60 th anniversary of 

accession to the Throne as the Queen 

of Canada, a 2012 commemorative 

medal was created. Through the 

Queen Elizabeth II Diamond Jubilee 

Medal ceremonies, Canada honours 

Her Majesty for her service to 

this country and in turn honours 

the significant contributions and 

achievements of outstanding 

Canadians. 

In November, Deane Johanis, 

GTAA Manager, Corporate Risk, was 

recognized for the work the Toronto 

Pearson Crisis Support team has done 

to serve the community in providing 

support and comfort to emergency 

workers, employees of the airport, 

passengers and family members. This 

multi-disciplinary team comprised of 

airport and community emergency 

and health professionals has served 

the airport community for over 20 

years. 

Deane said that the recognition 

was really for a team effort. “This 

is a nice profile for the team. It’s 

invigorated us and affirmed the 

team’s worth as a value-added 

service to the community. We’re very 

proud.” 

The need for an airport Crisis 

Support Team was established after 

the Gander Crash of 1985, which 

affected the whole community. 

“There was a need for emergency 

support, and no other airport in 

Canada had this type of people 

support in place at the time,” said 

Deane. “We needed to develop a way 

to provide support on a basic and 

inclusive scale to the whole of the 

From left: Dr. Ted Bober, Cst. Chuck Bartram; MP Lizon (presenter), Deane Johanis, Dr. Cheryl 

Regehr and Gord Gilmour. Photo courtesy of Deane Johanis. 

community and to airport workers.” 

As a pioneer in developing and 

managing a Crisis Support Team, 

Toronto Pearson and the GTAA are 

proud to have Deane and her team 

on site. The services provided by this 

team of volunteers are an essential 

contribution to the well-being of the 

Toronto Pearson community. And 

Deane has no plans of slowing down 

her leadership. “We’re not happy 

just maintaining the status quo,” she 

says. “There’s been an international 

guideline and a recent Canadian 

standard developed in this field. Our 

next challenge is to measure our 

program against these best practices 

and to adjust accordingly.” 

The official presentation of 

the medal was made by the M.P. 

for Mississauga-East Cooksville Mr. 

Wladyslaw Lizon, representing the 

Government of Canada on November 

15. On hand at the ceremony were 

long-term administrative team 

members, Gord Gilmour and Chuck 

Bartram and clinical directors past 

and present, Dr. Cheryl Regehr and 

Ted Bober. 

“Through Deane’s leadership 

and the commitment of the team 

members, there has been a synergistic 

exchange of learning, knowledge and 

skills between the various member 

agencies,” Ted says. “This exchange 

weaves the crisis support network 

beyond the airport and throughout 

the surrounding community and 

truly meets the original intention to 

develop a support team that serves 

the Toronto Pearson community.” 

This is a prestiguous award in 

which Deane and the Crisis Support 

Team should be proud. 



Head East with Air Canada 

Clockwise from top left: The Blue Mosque in Istanbul; Downtown Beijing; Namdaemun Gate in Seoul. 

For travellers looking to explore 

Asia, Air Canada has you covered. 

Beginning June 2013, the airline is 

pleased to offer 11 daily departures to 

the Far East. 

“Air Canada is seizing the 

opportunities of the Pacific 

Century with the most far-reaching 

international expansion of its 

schedule in its 75-year history. Our 

new routes embrace the world from 

Istanbul to Seoul and deepen our 

already extensive Asian service,” 

said Air Canada in their news release. 

“Our service to Istanbul, the bridge 

between Europe and Asia, adds an 

exciting destination to the Air Canada 

network with easy connections 

throughout Turkey and points in 

Central Asia, the Middle East and 

Africa with our Star Alliance partner 

Turkish Airlines.” 

Pending government approval, 

Air Canada will be the only airline 

offering early evening departures 

from Toronto to Istanbul. Flights will 

depart three times a week, all year 

round. 

Adding a fifth Asian destination 

to their list, Air Canada will also offer 

direct flights from Toronto to Seoul 

three times a week, using a Boeing 

777-300ER aircraft. Flights can be 

booked year round. 

In addition, Air Canada is ramping 

up their flights to Beijing from seven 

times a week, to 10. 

There will be no shortage of 

flights for travellers hopping over 

the Pacific Ocean with Air Canada. 

They will be averaging 43,000 seats 

a week over the summer. 

“We are thrilled to see Air 

Canada continuing to grow their 

services at Toronto Pearson,” said 

Howard Bohan, GTAA Vice President, 

Aviation Services. “Air Canada’s new 

summer expansion will allow greater 

choice for our guests traveling 

to Asia in addition to Toronto’s 

already extensive schedule of Asian 

destinations.” 

So for guests looking to 

experience all that Asia has to offer, 

Toronto Pearson and Air Canada can 

get you there. 



Start Planning Your Escape 

with WestJet 

WestJet recently announced that 

it will add four new sun destinations 

and extend two more from seasonal 

to year-round as part of its 2012–2013 

winter schedule. The new Caribbean 

destinations from Toronto Pearson 

are Antigua and Barbuda, Curacao 

and Costa Rica. 

"The addition of these new sun 

destinations as part of our 2012–2013 

winter schedule demonstrates our 

ongoing strategic focus on expanding 

our offerings within the popular 

sun destination market," said John 

MacLeod, WestJet Vice-President, 

Alliances, Strategy and Chief 

Network Officer. "With some two 


dozen Caribbean hotspots and seven 

destinations in Mexico, Canadians 

looking for the sun this winter will 

have no shortage of choices for their 

getaway vacations." 

WestJet's new, seasonal non-stop 

destinations from Toronto Pearson 

include Antigua and Barbuda, twice 

weekly on Wednesdays and Sundays, 

from October 28 to April 24; Curacao, 

weekly on Sundays, from October 

28 to April 21; and Liberia, Costa 

Rica, twice weekly on Mondays and 

Saturdays, from October 29 to April 

27. 

WestJet's winter schedule 

will also extend non-stop service 

between Toronto Pearson and 

Kingston, Jamaica, from seasonal 

to year-round status, and increase 

non-stop service between Aruba and 

Toronto Pearson from once to twice 

weekly. The airline has also added an 

eighth daily flight between Toronto 

Pearson and New York's LaGuardia 

Airport, just minutes from the heart 

of the Big Apple. With departures 

timed to match the needs of business 

travellers, WestJet also offers 

convenient connections and access 

to more than a dozen destinations 

beyond LaGuardia through its codeshare 

partner, Delta Air Lines. 


Arts and Exhibitions 

Toronto Pearson is more than just a gateway to the world–it’s a cultural hub. Look 

around, take in our extensive art and exhibition program, and see why exploring our 

terminals is truly an adventure. 

Left photo: Michelle Lewin. Right Photo: Pat Hertzberg. 

Telling Betwixt Stories and Between of Inuit Art 

Art by the Inuit people of 

the Canadian Arctic is exhibited 

internationally, has been reproduced 

on stamps, and is given as gifts to 

heads of state. In other words, it 

has become an important Canadian 

cultural symbol. 

Telling Stories: Inuit Art from Cape 

Dorset provides an introduction to 

Inuit art and culture. The exhibition 

is organized in four sections–Early 

Work, Traditional Life, Animals and 

Contemporary Life–that provide 

some chronological sense of the 

development of Inuit art, as well 

as introduce some key themes and 

sources of inspiration. 

Although Inuit art is often 

described as beginning in the 1950s, 

it was really only a continuation of 

a long tradition. But circumstances 

had changed. Fewer people lived 

a nomadic life, and settlement in 

permanent communities combined 

with access to full sheets of paper 

and drawing materials, produced a 

different kind of art. Also, the ability 

to generate income from artmaking 

encouraged artists to devote time to 

that activity. 

Memories of traditional life, 

observations of animals, and 

imaginary scenes appeared with 

equal frequency as subjects. Artists 

immediately developed distinctive 

styles, with some favouring 

naturalism and others preferring 

more expressionist approaches. 

For hundreds of years, traditional 

Inuit life was based on hunting and 

fishing. Life was semi-nomadic: 

people lived on the sea ice in igloos 

(snow houses) in the winter and 

hunted walrus and seals. In the 

summer, they lived in tents and 



Arts and Exhibitions 

Above photos: Over the holiday travel season, guests were invited to make Inuit-style greeting cards at the Telling Stories: Inuit Art from Cape 

Dorset exhibit, located in Terminal 1, Transborder Departures. 

fished and hunted caribou. 

Every part of the animal was used 

– meat was eaten; skins were made 

into clothing, blankets, tents, and 

kayaks; bones were made into tools 

and sewing needles; sinew was used 

for thread and twine; and animal fat 

was burned as fuel. Men hunted and 

fished, while women took care of the 

children, prepared food and sewed 

clothing. 

Several hundred animal species 

make the tundra their home. 

Traditionally, animals were crucial to 

the survival of the Inuit people. They 

provided food, shelter and clothing. 

Not surprisingly, animals have been 

favourite subject for Inuit artists 

since the earliest days of the Cape 

Dorset studio. The artists here take 

a variety of approaches–some, like 

Kananginak Pootoogook, portray the 

animals naturalistically and in great 

detail. Others, like Sheojuk Etidlooie, 

take a more abstract view and 

capture the essence or personality of 

the creature. And in some works, the 

animals take on a decidedly human 

quality. Inuit culture is rich with 

stories and legends, so Ningeokuluk 

Teevee chooses this as a starting 

point for her animal images. 

Inuit art is always evolving. 

Increased exposure to culture in 

southern Canada and the rest of the 

world through television, the Internet 

and visitors to the north naturally 

has an effect on art production. 

For most young Inuit, traditional 

life is a distant memory, or may 

only be the subject of stories from 

parents, grandparents and elders. 

Some artists want to maintain their 

connection to traditional life through 

art, and indeed the market for art 

with traditional images thrives. But 

others prefer to show contemporary 

life and explore personal themes. 

The resulting work is sometimes 

lighthearted and imaginative. Other 

work deals with changing life in the 

north, both good and bad aspects. 

By continuing to change and pursue 

current ideas, Inuit artists are 

breaking down the barriers between 

their work and that of other artists, 

resulting in their work no longer 

being considered as its own cultural 

category (Inuit art) and instead being 

evaluated simply as art. 

Telling Stories: Inuit Art from 

Cape Dorset was curated by Lee 

Petrie, Curator for Toronto Pearson 

International Airport. All works in this 

exhibition are on loan from Dorset 

Fine Arts, Toronto. Special thanks to 

David Hannan and Kate Vasyliw at 

Dorset Fine Arts for their assistance 

and expertise. 

About Dorset Fine Arts 

Dorset Fine Arts, located in downtown Toronto, represents the Inuit artists who work out of the West 

Baffin Eskimo Co-operative and Kinngait Studios in Cape Dorset. Dorset Fine Arts promotes and sells the 

artists’ work by maintaining an extensive selection of sculptures, prints and drawings. Each year, Dorset 

releases a new collection of prints featuring the best work of the previous year. For more information, visit 

www.dorsetfinearts.com. 



Customer Service, For You. 

Here at Toronto Pearson, we believe that our guests’ needs come first. Our customer service staff 

is committed to doing whatever we can to make sure your time with us is enjoyable. Here are 

some of the comments we’ve received over the past few months. Please send all compliments, 

complaints, comments and questions to customer_service@ GTAA.com or call (416) 776-9892. 

EVERY STEP OF THE WAY 

I just wanted to say thank you 

on behalf of my family for the kind 

and efficient service provided to 

us by Toronto Pearson staff on 

January 3 at Terminal 3. My son 

was travelling with his girlfriend, 

who had a broken ankle, and I was 

concerned that they would have 

difficulty making their way through 

the airport due to her condition. 

I had called customer service 

IN GOOD HANDS 

I just wanted to send an email 

to give some positive feedback 

about Mr. J. Jeyam from the Airport 

Customer Assistance Program 

(ACAP). 

My family and I were returning 

from our vacation in Mexico, late 

at night on a United Airlines flight. 

Our flight was delayed coming 

back, and right when we were about 

to land, my sister became quite 

ill. Upon getting to the Canadian 

Customs area, my sister was so ill 

that she could barely stand or walk. 

Mr. Jeyam assisted us in getting her 

a wheelchair. He then helped us 

through Customs quickly, picked up 

JUST DOING THEIR JOB 

It’s with pleasure that I wish 

to compliment both Martina 

and Maria, GTAA Guest Services 

Representatives (GSRs), for quickly 

retrieving the iPhone I left in the 

baggage hall on top of the Bell 

earlier in the day and was put on the 

line with a kind representative who 

quickly answered and advised what 

we needed to do to get a wheelchair 

arranged for us. 

All in all, thank you to 

everyone my son and his girlfriend 

encountered every step of the way. 

We were not sure what to expect, 

but the whole process, from the 

initial phone call all the way up to 

our checked luggage and walked us 

all the way to the Viscount parking 

lot via the LINK train. It was so 

helpful to have him guide us as we 

wouldn’t have been able to find our 

way easily on our own while also 

managing our luggage, my ill sister 

and her seven-month-old baby. Mr. 

Jeyam also instructed us on the 

easiest and most comfortable way 

for us to get our car, and helped us 

load our luggage while my sister 

and her baby stayed inside where it 

was warm, and made sure we were 

all set to go before leaving us. 

It was such a huge help for us to 

have him assist us. Especially after 

phone bank. 

They were both kind, quick to 

respond and of good humour. 

I offered to buy them lunch and 

tried to give them money as a way 

of thanking them. They just said 

my son and his girlfriend boarding 

their flight, was simply marvellous 

and a true example of teamwork 

and efficiency by the great crew of 

folks who saw to their needs every 

step of the way. 

Thank you for the very 

professional service, and please 

extend our thanks to their bosses 

because great service like this 

should be recognized. 

such a long day of travelling and 

being so late at night (by the end, it 

was about 1:30 a.m.) to have to take 

care of an ill family member as well 

as an exhausted and cranky baby, 

the whole situation was becoming 

quite overwhelming. Mr. Jeyam 

took excellent care of us to ensure 

we got on our way safely. He was 

kind and patient while explaining to 

us where we needed to go or what 

we needed to do. He definitely 

helped to turn our overwhelming 

and stressful situation into one that 

was very managable and efficient. 

My family is very thankful to Mr. 

Jeyam for all his help that night. 

its part of their job. I’ve travelled 

quite a bit in the last 30 years and 

these employees of GTAA are truly 

exceptional. This is why Toronto 

remains a special place for me. 



LEAVING A LASTING IMPRESSION 

I wanted to share with you 

what we consider to be exceptional 

customer service during a recent 

trip that started at Toronto Pearson 

Airport. 

We arrived at the self-parking 

lot on Viscount at about 4:00 a.m. 

on a Sunday morning. It was the 

first time we used this lot so we 

were not familiar with the layout. 

We approached an area where 

other people were with the hopes 

of going the right way. A very 

friendly young woman noticed 

us and quickly asked if we needed 

some direction. She proceeded to 

guide us to the train as she was 

going in the same direction. We 

chatted on the way about how she 

empathizes with people who are in 

an unfamiliar environment. She had 

WELCOMING COMMUNITY 

I would like to personally say 

a huge thank you to the wonderful 

people who work for GENCO 

(Toronto Pearson’s logistics centre). 

They have helped us in 

numerous ways over the past few 

weeks. They have gone above 

and beyond the call of duty and 

recently been lost in downtown 

Toronto and knew how we felt. 

Getting off the train she 

watched us from a little distance 

and made sure we made it to our 

check-in counter. She even pointed 

out that on our return we needed to 

make sure to take the train to the 

parking lot as the first parking lot 

we would encounter would not be 

the right one. 

What a wonderful person to 

meet at that time of morning – or 

at any time for that matter. Her 

name was Rainia and she works in 

the security screening area. I hope 

you are able to recognize her for her 

great service, positive attitude and 

as an asset to the organization. She 

got our vacation off to a great start. 

We had a similar experience on 

have been extremely friendly 

and supportive while doing it. 

Specifically John and Charles, 

though there is another man that 

I see regularly whose name I have 

not yet received, who is equally as 

amazing. 

As a new addition to the airport, 

Customer Service, For You. 

our return a week later at around 

5:45 p.m. We made our way back 

to the train location and were 

waiting for it when a young man 

approached us and indicated that 

the train across the hall would be 

arriving sooner than the one we 

were waiting for. He had already 

mentioned this to other travellers 

doing the same thing. It was such a 

small gesture, but one that left us 

with a lasting impression. 

The customer focus, care and 

attention we received from these 

two employees was just amazing. 

They were both on their own time 

yet took the initiative to make a 

difference. 

Thought it was important to 

share our great experience. Many 

thanks. 

I am glad to be part of such a warm 

community here at the airport. 

Thank you. 

Katlyn Toman 

Assistant Manager, DAVIDsTEA 

RELIABLE SERVICE 

I travelled via Toronto Pearson 

on my way home to New Brunswick, 

and wanted to say a few words 

about the Limo Services I received 

over the last few years. I travel to 

Toronto several times a year from 

my hometown of Fredericton, 

NB, for cancer treatments at the 

Princess Margaret Hospital. I have 

had nothing but wonderful service 

from one certain limo driver who 


has made my not so pleasant times 

there better. His name is Ray of 

Aeroport Limosine service. I have 

used his services several times over 

the years, and I think he should 

be recognized for his excellence in 

customer service. He is always on 

time and always has a smile on his 

face. Over the years, my treatment 

can be exhausting, and I’m not 

feeling up to par when I make my 

way to the airport, but Ray will lift 

my spirits up with his wonderful 

thoughtfulness and is always 

concerned for my well-being. I just 

wanted to thank you for allowing 

Ray to be part of Toronto Pearson 

as it makes me want to book out 

of the airport there because I know 

I will be receiving great service on 

the way to and from the airport. 

Thank you very much.

First Quarter 2013 - Toronto Pearson International Airport

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