First Quarter 2013 - Toronto Pearson International Airport

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.
22 TPT first quarter 2013
www.TorontoPearson.com