In an effort to enhance our understanding of the travelling public’s impression of our airport, the GTAA has unveiled a text message feedback program.

Modeled after the highly successful South Africa Airports System, this highly innovative research tool is the first of its kind to be launched in North America. The text-based customer experience measurement provides real-time dialogue with passengers, allowing the GTAA to effectively monitor and action on our customer’s airport experience.

When arriving or departing from Toronto Pearson, look for pamphlets, signs and the corresponding survey cards located throughout the terminals. All of the information necessary to complete the survey is included on the cards.

The text message feedback tool can be used to communicate directly with Toronto Pearson staff 24 hours a day, and seven days a week, whenever it’s most convenient for you. In turn, this system will allow us to address concerns and resolve them as soon as possible.

“We are very excited to launch this innovative communication tool and start a conversation directly with our passengers. This tool is an additional way to know what’s working and if there are areas where we can improve the passenger’s experience,” says Lloyd McCoomb, President and Chief Executive Officer of the Greater Toronto Airports Authority.

The initiative is an extension of the GTAA’s broader research program called “Your Voice at Pearson.” To better understand the needs and expectations of Toronto Pearson customers and stakeholders, the GTAA executed a formal research study in May 2008, where research cafés were set up across both Terminals 1 and 3 to encourage passengers to share their attitudes and usage of Toronto Pearson. During the study, passengers were invited to become members of the GTAA’s exclusive passenger research panel. The custom panel provides an opportunity to connect with passengers on a regular basis.

“Reaching out to the members of our panel allows us to obtain the necessary high quality data that is required to inform our decision-making as we respond to all passenger, public, airline and stakeholder needs,” says Ron Caughlin, GTAA Director of Marketing. “We are now able to gain valuable insight about our customer’s expectations and drive new initiatives that will enhance their experience as they travel through the airport.”

Travellers, the airport community and the general public can continue to help us improve the experience at Toronto Pearson by joining our online panel at www.YourVoiceatPearson.com.