Toronto’s Pearson International Airport has created a new online tool to help guide passengers through the current strained air transportation system as part of a campaign to help educate passengers and stakeholders on how they can “work together” to improve wait times at the airport.
The interactive infographics, dubbed, “A Better Trip Through Pearson,” and “Solving for Congestion at Pearson” are available on the airport’s website and provide passengers with information on every step of their journey, from check-in and security to customs and baggage pickup.
Tips range from check in at home, to travel with carry on rather than checked baggage if possible, and a reminder to fill in the ArrivCan app in advance of arrival.
Passengers can also click on links to learn about which industry partner (airport, government agency, or airline) is responsible for each step, and what each partner is doing to try to fix the delays and backlogs plaguing the system right now.
For example, a “what next?” for the airport reveals that the Greater Toronto Airports Authority will soon post live wait times for check ins and security clearance so that passengers will know how long they should expect to wait before they ever arrive at the airport.
Deborah Flint, president and CEO of the GTAA, says the aim is to help reduce passenger anxiety about what to expect when they travel.
“Being an informed passenger, even if they are getting bad news, is going to make them feel more capable,” Flint said. “They’ll have a better experience.”
Airlines and airports have been struggling to cope with the massive travel resurgence this summer in the wake of the lifting of COVID-19 restrictions. Staffing issues at carriers and federal agencies have cascaded into flight cancellations, baggage delays and endless queues.
As Canada’s largest airport hub, Pearson has been most affected by the problems. On some days, the airport has seen more than half of its flight departures delayed.
Flint says the situation is gradually improving, with the amount of time that arriving international travellers can expect to wait on their plane before deboarding dropping from an average of 33 minutes in April to just over 16 minutes in the last week of June.
But while additional staff have already been hired by the federal agencies responsible for security screening and customs, Flint says more are still needed, particularly during peak times.
“We need to keep the pressure on all parties to continue to bring stability to the system,” she says. “We are very forward looking, but right now we know the summer will continue to be challenged.”
The infographic will be updated later in the summer to reflect continued developments and improvements.
MORE TIPS
Meanwhile, CAA South Central Ontario has compiled its own boots-on-the-ground guide of things that clients should be aware of if they are considering travelling this summer – both inside and outside the country. Compiled through consultation with its top travel agents, CAA SCO has identified 10 key considerations that potential travellers may not be aware of:
1. Expect itinerary changes. Subscribe to the airline’s text message service to be immediately notified of any changes, and book connecting flights with more time in between than you normally would if available.
2. Expect longer wait times at the airport. The old standby of being at the airport one hour before takeoff for domestic flights and two hours before international flights no longer apply. CAA currently recommends arriving at the airport a minimum of two hours before domestic flight departures and at least three hours for international flights.
3. Consider a carryon instead of checked luggage. Potential baggage delays mean that luggage may not arrive with you or take extra time to be unloaded off the plane. Make sure any carryon fits the size requirements for the airlines and follow the 3-1-1 rule: three ounces of liquid, gel, aerosol, cream or paste that fit in one quart-sized resealable bag. If you are checking luggage, make sure your carryon has your hygiene essentials, any medications, and a change of clothing.
4. Ensure documentation is in order before booking. Passports should still be valid six months after the travel date, as this is required in several countries. As passports are taking longer than usual to renew, so t should be done several months before you travel. Each destination has varying documentation requirements, so make sure you fully understand what information you need to have ready and in what format.
5. Buy travel insurance and understand what is covered. Make sure to have $5 million in coverage for emergency medical situations and that illness related to COVID-19 is included. Understand your entitlements for situations like denied boarding in the event of a positive test, trip cancellation or delays, what luggage is covered and what isn’t.
6. Car rentals need to be booked months in advance. High demand as well as a shortage of vehicles means a shortage of rental cars. Some rental agencies, particularly on the east and west coasts, are not allowing vehicles to be rented in one city and left in another.
7. COVID-19 is still a major consideration. Confirm the COVID-19 situation at destination prior to booking. Understand the risk level associated with travel to a particular destination by checking the Government of Canada Travel Advice and Advisories website. Individual travel advisories remain on a country-by-country basis. Canadians returning home must have all required documentation loaded onto the ArriveCAN App or website.
8. Stay connected. It is important to have access to trusted, up-to-date information while travelling so you can monitor changing conditions and requirements and adapt accordingly. Bookmark the Global Affairs Canada website prior to departure and check it regularly while abroad. It is also a good idea to sign up for Registration of Canadians Abroad and stay in touch with a family or friend that has knowledge of your travel plans. Find these and more information at http://www.caasco.com/travel.
9. Confirm change and cancellation flexibility with your travel service provider. Many airlines and hotels have been providing more flexibility when it comes to refunds and changes to bookings. Make sure you understand any key dates related to cancellation and changes and whether you are entitled to a refund or a future travel voucher or credit at the time of booking.
10. Be patient, be kind. Around the globe, airlines are dealing with staff shortages and luggage handling back-ups. Keep in mind that the staff at the airports are there to help, and that things may take longer than usual.