First Quarter 2013 - Toronto Pearson International Airport

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
www.TorontoPearson.com
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.
TPT first quarter 2013 23