Lights out - Toronto Pearson International Airport

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CUSTOMER SERVICE The GTAA is committed to the belief that the needs of the traveller always come first. With that, we would like to hear about your experience while using Toronto Pearson International Airport. Please send all compliments, complaints, comments, suggestions and questions to customer_service@GTAA.com, or call us at (416) 776-9892. ABOVE AND BEYOND While working the front lines of customer service, GTAA staff is often faced with situations that put their resourcefulness and skills to the test. Such was the case recently when staff responded to a call from a Traffi c Commissionaire at Terminal 1 who needed assistance. What started out as a simple call for assistance turned into a complex situation that involved many parties, all working together to ensure a positive ending. The commitment to customer service and due diligence of all parties involved were recently awarded with certifi cates of exemplary service. On the evening of March 19, 2009, GTAA Groundside Safety Offi cer Jason Robinson responded to the call for assistance from Traffi c Commissionaire Cpl. Mike Moody. When he arrived, he was met by a family of four adults and fi ve small children who were recent Landed Immigrants from Russia. They didn’t speak English or have any money, and were instructed by Immigration personnel to go to the Red Cross Shelter in downtown Toronto. Sensing the diffi culty they were faced with, Jason made various calls in search of someone who could speak to the family in Russian. With the help of Terminal Services Manager Marina Mollicone, he found Svetlana Eremina who was working in the GTAA’s Resource Management Unit (RMU) who could translate Russian, as well as two limousine drivers who were willing to bring the family to the downtown shelter. When the drivers arrived at the shelter with the family, they were told that there was not enough room and the family could not stay there. Driver Israel Louie then made numerous phone calls and internet searches on his personal BlackBerry for other shelters in the area. He also called his Russian-speaking family and friends, who reassured the family that everything would be alright. Through their conversations, it was revealed that the family had not eaten in some time, so the second driver, Birdi Harminder Singh, bought food for all nine family members. Meanwhile, Airport Operations Control Centre (AOCC) Operator Kim Barnes was making phone calls to find available shelters for the family. Initially, the closest shelter was in Hamilton. Duty Manager Todd McConnell approved the issue of additional vouchers for the drivers to go to Hamilton due to the number of small children in the party. Both Israel and Birdi said that money was not an issue and were already on their way when the Peel Family Shelter contacted AOCC to inform that they had made room and could accommodate the family. The drivers diverted to the Peel shelter and assisted the family with their few belongings. The GTAA is proud of how all parties involved went above and beyond the call of duty to resolve this sensitive situation, which ended positively. On April 3, involved staff were presented with certificates of Exemplary Service from Howard Bohan, GTAA Vice President Operations & Customer Experience, for their outstanding performance and dedication to customer service. Howard Bohan, GTAA V.P. Operations & Customer Experience, presenting certificates to drivers Israel Louie (Top) and Birdi Harminder Singh (Bottom). HELPFUL DIRECTION Unforeseen fl ight disruptions are often unavoidable and can add unnecessary stress to travelling. But while fl ights might not always go according to plan, rest assured that GTAA staff are on hand to try to smooth over any disruptions. Be it lost luggage, disoriented passengers or the multitude of other bumps in the road that may arise, we’re here to help. We received the following letter from a passenger fl ying home from Asia. When his family was rerouted on the last leg of their long journey home, the result was their luggage arriving at a different terminal. They were able to fi nd their way thanks to the help of a friendly Traffi c Commissionaire. I want to commend and thank Simon, a Traffic Commissionaire on duty at Terminal 3 the night of March 26. En route from China to New York JFK airport, we were bumped off of our connecting flight on American Airlines and sent to LaGuardia to catch the next flight to Toronto on Air Canada. Our luggage arrived at Terminal 3, but we arrived at Terminal 1 three hours later. Our friend picking us up also went to Terminal 3. We spent two hours trying to find both our luggage and our ride. Simon tracked down our luggage by paging an American Airlines representative, and then helped us in locating our ride. After a long flight home from Asia, and the many bumps in the road, we would have been lost at 1 a.m. without Simon’s help. Please thank him for us. HATS OFF TO ACAP My sisters and I (three seniors) took a WestJet flight to Orlando on February 24. An Airport Customer Assistance Program (ACAP) Attendant, Felizia Dela Cruz, took great care of us. She loaded up our suitcases on her cart and drove us to our gate. She was extremely professional, accommodating and friendly. It is so nice to see that people care and are willing to go out of their way for others. Hats off to Felizia and the GTAA. Do you know an employee that deserves to get noticed for going that extra mile when it comes to customer service Or of an incident that exemplifies outstanding customer service If you do, we’d like to share your story with other Toronto Pearson Today readers. Please send a summary of the event(s) to customer_service@GTAA.com. 10 Toronto Pearson Today First Quarter 2009
CATHAY PACIFIC TORONTO PEARSON TEAM WINS BEST AIRPORT Some of the Toronto Pearson Cathay Pacifi c team proudly display their awards, from left: Barry Wong, Airport Services Supervisor; Fanny Liu, Customer Service Officer; Glen Peace, Airport Services Manager; and Candy Chung, Customer Service Offi cer. The GTAA would like to congratulate the Toronto Pearson Cathay Pacifi c team for being awarded Best Airport in the 2008 Best Airport Performance Awards. The awards are a result of internal measurement by Cathay Pacifi c throughout their 45 ports worldwide, and are based on both customer service (65 per cent of the total score) and operational effi ciency (35 per cent of the total score). The customer service rating was determined by feedback forms. On every fl ight, every day, 10 customer feedback forms are given out at random asking passengers to rate their travel experience from beginning to end. Categories rated for the airport include queue time, staff attitude, staff grooming, staff helpfulness and boarding experience. Operational rating was determined by rating factors such as on time punctuality, safety and security, and baggage and ground handling. “We’re extremely proud of this honour,” said Glen Peace, Cathay Pacific Airport Services Manager. “This is largely due to the strong value the Toronto team places on both teamwork and the consistent delivery of best-in-class service.” This marks the first time a Canadian airport was awarded the top honour, and only the second time in North America. Melbourne Airport came in second place, followed by San Francisco in third. Peace attributes part of their success to the facilities at Toronto Pearson. “There’s a natural synergy between airport and airline, and the overall impression of the airport definitely adds to the travellers’ experience,” he said. “If the traveller gets a good vibe entering a well maintained facility such as Pearson, it only makes our job easier once they get to the check-in counter.” He also adds that other factors such as the Central Deicing Facility (CDF) helped attain these results. “The fact that we had no cancelled flights in 2008 is remarkable, thanks in part to the efficiency of the CDF.” The Toronto team also took top honours for Best Customer Service Staff Attitude and Best Customer Service Staff Grooming. They also had the highest use of online check-in which, with the April 15 launch of the GTAA’s check-in from home awareness initiative, is just another way they’re making the travelling experience quick and convenient for passengers. “Our staff deserve this recognition,” Peace said. “The team stayed focussed on what was important: to make the airport experience pleasing and gratifying for each customer that we handle.” In addition to the internal award, on April 2, Cathay Pacific was named Skytrax’s Best Airline 2008. Please join us in congratulating the Toronto Pearson Cathay Pacific team on a job well done. CHECK IN FROM HOME For the majority of travellers, the traditional check-in procedure ranks high on the list of stressful points along the journey. Rushing from the garage with luggage in tow, fumbling with documents, waiting in line; why not just avoid the process altogether Start your next trip on the right note and check yourself in before you even get to the airport. Starting April 15, passengers fl ying out of Terminal 3 at Toronto Pearson noticed a new—and rather unusual—display reminding them just how easy and convenient it is to check-in via the internet. The GTAA, along with airline partners KLM, Air France, British Airways and Cathay Pacifi c, have teamed up to remind passengers that using their home or offi ce computer is an easy, quick and safe alternative to start their voyage. It also gives the passenger greater control over their own travels through features such as seat selection. If you’ve never tried check-in from home and you’re flying with one of the participating airlines, you’re invited to stop by and try it from our living room in Terminal 3 on your next trip. Just walk up to one of the computers and follow the onscreen prompts and you’ll be on your way in minutes. If you have any questions about using web check-in, a friendly and knowledgeable member of the GTAA’s Customer Experience team will be happy to help out. Check-in from home or the comfort of our living room in Terminal 3 (above). TERMINAL 1 EXPRESS Moving walkways have become common features at most airports around the world, however express walkways have made their début at Toronto Pearson International Airport. The express walkway is similar to conventional moving walkways with the exception of speed. At both the beginning and end of the express walkway, passengers travel at a normal speed. While travelling on the express walkway the use of the moving floor pallets accelerate to a higher speed. The increase in speed results in a faster travel time for the passenger. Passengers can expect to travel at a rate of almost 2.0 metres per second. Standard walkways move passengers at a rate of just under 0.7 metres per second making the express walkway close to 3 times faster. The implementation of the express walkway is a result of comments from passengers looking for a quicker and more efficient way to move through the terminal. Next time you’re in Terminal 1, make your next visit just a bit faster while travelling on the express walkway. Toronto Pearson Today First Quarter 2009 11
Page 1 and 2: T O R O N T O P E A R S O N TODAY F
Page 3 and 4: Published by: Greater Toronto Airpo
Page 5 and 6: DARKNESS FALLS EARTH HOUR AT TORONT
Page 7 and 8: GTAA HAS A PLAN FOR WEATHERING THE
Page 9: YEARS OF DEDICATION Steve Shaw reti
Page 13 and 14: PEOPLE at PEARSON Going behind the
Page 15 and 16: ARRIVING SOON: A380 Photo courtesy
Page 17 and 18: ART EXHIBITIONS and Because there
Page 19 and 20: CARGO EXCELLENCE According to the 2

Lights out - Toronto Pearson International Airport

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