airport Pearson

Canadians complain more about Pearson Airport than almost any other in the country

With more than 50 million passengers travelling through Pearson International Airport every year, there are bound to be some unhappy passengers. A recent study conducted by Ontario Casinos investigated the Canadian airports that received the most and the least complaints.  Not surprisingly, Toronto made the top 5—although it didn’t top the list.

Researchers analyzed passenger reviews to provide a glimpse into flying experiences across major airports in the country. Their analysis focused on the percentage of reviews mentioning delays or cancellations and the percentage of negative ratings each airport received. These are the airports that made the top five:

London International Airport in Ontario topped the list of airports with the most complaints, receiving 21 per cent of 1- or 2-star reviews and 42 per cent of reviews mentioning delays. Fredericton International Airport received the second most complaints, with 36 per cent of reviews receiving 1- or 2-stars, primarily due to delay or cancellation issues, with 18 per cent of reviews mentioning delays.

Toronto Pearson International Airport, which has been in the news recently due to complaints about delays and lost luggage, received 41 per cent of 1- or 2-star reviews but only 10 per cent of reviews had delay-related keywords.

Kelowna International Airport in B.C. came in fourth spot, with 37 per cent of 1- or 2-star reviews, with 10 per cent of reviews mentioning delays.  Regina International Airport rounded out the top five, receiving 30 per cent of 1- or 2-star reviews and 11 per cent of reviews mentioning delays.

Rounding out the top 10—John C. Munro Hamilton International Airport Hamilton came in sixth spot, receiving 27 per cent of 1- or 2-star reviews and 9 per cent of reviews mentioning delays. In seventh spot: Region of Waterloo International Airport Woolwich, receiving 18 per cent of 1- or 2-star reviews, with 18 per cent of reviews mentioning delays. Calgary International Airport came in eighth spot, receiving 27 per cent of 1- or 2-star reviews and 6 per cent of reviews mentioning delays. In the ninth spot, Abbotsford International Airport Abbotsford had 26 per cent of 1- or 2-star reviews and 6 per cent of reviews mentioning delays. Montréal–Trudeau International Airport rounded out the top 10, receiving 25 per cent of 1- or 2-star reviews and 1 per cent of reviews mentioning delays.

On the other end of the spectrum—Charlottetown Airport received the least complaints (0 per cent of reviews mentioned delays, although it received 8 per cent of 1- or 2-star reviews).

Billy Bishop Toronto City Airport also apparently provides smoother travel experiences, with only 6 per cent of 1- or 2-star reviews and 8 per cent of reviews mentioning delays. St. John’s International Airport in Newfoundland, Halifax Stanfield International Airport in Nova Scotia, and Greater Moncton Roméo LeBlanc International Airport in New Brunswick round out the top five airports with the least amount of complaints.

Ontario Casinos analyzed Yelp reviews for 20 leading Canadian airports. Their research focused on the percentage of reviews under three stars and those mentioning ‘cancelled’, ‘delayed’, or ‘late’. Their analysis determined a final score, identifying Canada’s most complained-about airports based on passenger feedback.

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