second annual runway run for charity canada's first scheduled service

CUSTOMER SERVICEThe 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 PearsonInternational Airport. Please send all compliments, complaints, comments, suggestions and questions to customer_service@GTAA.com, or call us at (416) 776-9892.FORGOTTEN, BUT NOT GONEKIND WORDSGTAA Customer Service staff understand that whentravelling, forgetting things is an inconvenient butoften frequent occurrence and will do their bestto help travellers with their lost items. The following letterwas sent in commending a helpful Terminal Specialist for hisassistance in retrieving a forgotten phone.On May 14, I had just passed U.S. Customs and Securitywhen I realized that I left my cell phone in my car. I called ValetParking to see if I could get it, but I would have had to leaveunder special escort through Canadian Immigration to get it.I did not have a lot of time before my flight and I needed thephone for business.I spoke with Eugen, Terminal Specialist, who was veryhelpful. He called Parking and coordinated with them to getmy phone in person. He was back within 10 minutes and I wasable to get on my flight.Eugen was very nice, very helpful and did not make mefeel stupid for forgetting the phone. This was the most positiveairport experience I’ve ever had in hundreds of flights. He needsto be recognized.Thank you, Eugen!Customer feedback is important to us. It lets us knowhow we’re doing, if we need to improve on anythingand encourages us if we’re doing something right. Afrequent traveller recently sent in the compliment below.I travel frequently, generally weekly, and I use the ValetParking service all the time. I wanted to share some feedbackabout Marva at the Valet checkout counter. She always greetsme with a big smile, delivers great service and is friendly andpersonable. She should be teaching Customer Service to others.Please pass on my congratulations to her for such great service.LEAVING WITH A HEALTHY IMPRESSIONGetting sick while on vacation can put a cloud overanyone’s travel plans. The GTAA’s Emergency Servicesstaff and medical team are always on hand to offerquick, effi cient and professional assistance. James Roxburgh,a recent visitor from the U.K., had the unfortunate incident offalling ill at Toronto Pearson, but was pleasantly surprised by thelevel of care and attention he received by our staff, and was ableto continue his trip and enjoy the rest of his holiday.My wife and I have just returned from a long holiday touringthe United States and Canada.On Monday, April 13, we were due to fly out of TorontoPearson on United Airlines flight UA721 departing at 12:34, butbetween check-in and security, I took ill. The fire and emergencyservices were called and they were great. They called for theparamedics, Mike and Samantha, and within minutes I wasplaced on a trolley receiving oxygen and hooked up to an IV. Icannot thank them enough. They were calm and efficient andonce they had stabilized my blood pressure, my wife and I wereable to continue with our holiday, incident free, thanks to UnitedAirlines who rebooked us on a later flight.Please extend our thanks to all involved. We had a greattrip, loved Canada and hope some day we will be back – fit andwell.Again, sincerest thanks.SAFETY AWARDSOn June 9, Public Safety Awards were handed out to two deserving members of the airport community, whose quick thinking and call to action went above and beyond the call of duty.Duncan MacLeod, GTAA Senior Manager, Security Services and Planning presented award recipients with a plaque recognizing their efforts.On April 24, in the Terminal 1 domestic baggage hall, ASPSecurity Services employee Maria Estrella witnessedwhat looked like an assault on a traveller by anotherindividual. After observing and deciding that it was indeed anassault, Maria sounded the silent alarm. Meanwhile, the suspecttried to exit the area through Maria’s post. Thinking on her feet,she stalled him by pretending that her computer was down. Atthe same time, the passenger alerted other attendants in the areaof the assault. When the suspect realized this, he attempted toleave the area by forcing his way through, assaulting Maria ashe tried to leave. Airport Security and police quickly came to thescene and apprehended him.Maria’s actions were instrumental in identifying andkeeping the suspect in the area until assistance arrived. Withno regard for her own personal safety, Maria went above andbeyond for the safety of the airport community. Upon receivingher plaque of recognition, Maria explained that she acted in theway she did because the victim reminded her of her daughterand if something like that happened to her daughter, she’d wantothers to help her in the same manner.On March 23, Dave Hose, a member of the YYZ AirportWatch organization, identifi ed a business that wasfeeding a large quantity of birds outside their buildinglocated in the direct approach/departure path for Runway 05/23.Left: Maria Estrella (centre) receives recognition from the GTAA and ASP. Right: Airport Watch member Dave Hose with Duncan MacLeod.The runway was active at the time of the occurrence, makingthis incident a clear safety hazard due to the location and thepotential of bird strikes to arriving/departing aircraft.Due to Dave’s attention and watchful eye, the situation wasresolved without incident to aircraft that day and follow-up withthe business continues to ensure the safety of our environment.The majority of bird strike incidents occur within the airportenvironment during the takeoff, climb, final approach andlanding phases of flight. All wildlife on and around the airportare potential hazards to aircraft safety.The GTAA would like to thank Maria and Dave for gettinginvolved and making the airport a safer place for everyone.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’dlike 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 Second Quarter 2009