T O R O N T O
P E A R S O N
Fourth Quarter 2009
TODAY
GOOD DEEDS
ACROSS THE AIRPORT
TRAVEL RULES:
BE A SMART TRAVELLER
OLYMPIC FEVER
ARRIVES AT PEARSON
A publication of the Greater Toronto Airports Authority
www.GTAA.com
Toronto Pearson Today Fourth Quarter 2009 1
8=7<CAB67A8C<3
1SZSP`ObSSfb`O]`RW\O`gROga
Oa:c[W\Ob]]\QSOUOW\W\TcaSa
8O\Wa9SZZgW\>`W[O2]\\O>V]b](1/\b]\g1`]]Y1`SObWdS(3\RSOd]c`
B]`]\b]¸aabOUSaab`SSbaO\R^cPZWQ
a^OQSaeWbVO`baO\RQ`SObWdWbg
>@7;/2=<</
1][^]aSRPg@cTcaEOW\e`WUVb
8c\S"'=\Zg"^S`T]`[O\QSa
3ZUW\BVSOb`S
<=@B6/;3@71/<>@3;73@3
>`SaS\bW\U>O`b\S`(
>@7;/2=<</B7193BA=<A/:3<=E
B63/B@3:7B3@/BC@3;CA714==22/<134/A67=<D7AC/:/@BA;/57147:;13:30@/B7=<A
4@33
3D3<BA
8C<3 43AB7D/:B7193BA=<A/:3/>@7:#
1OZZ
Ob"$&% ]`dWaWbZc[W\Ob]Q][
5`]c^a#QOZZ:c[W\Ob]5`]c^AOZSaOb"$!$&"B7F"&"'DWaWbZc[W\Ob]Q][T]`bVSZObSab4SabWdOZc^RObSa
O\Rb]aWU\c^T]`]c`S\SeaZSbbS`
2 Toronto Pearson Today Fourth Quarter 2009
Published by:
Greater Toronto Airports Authority
Corporate Affairs and Communications
Toronto Pearson International Airport
P.O. Box 6031
3111 Convair Drive
Toronto, AMF
Ontario L5P 1B2
www.GTAA.com
WHAT’S IN
4
Editor-in-Chief:
Lorrie McKee
(416) 776-3008
[email protected]
Senior Editor:
Jason Ritchie
(416) 776-5584
[email protected]
Olympic spirit
Toronto Pearson welcomes
travellers and athletes
en route to the Vancouver
Olympic Winter Games.
THIS
ISSUE
Frequent
Flyers
Regular features in Toronto Pearson Today
Art Director:
Jason Ritchie
Designer:
Melissa Lim
Photography:*
Jason Ritchie
Melissa Lim
*Unless stated otherwise
Staff Writers:
Trish Krale, Lee Petrie
Jason Ritchie
Melissa Lim
6
Travel smart
Follow our suggestions to
make your airport experience
easier and more enjoyable.
11
People at Pearson
Profiling Rob Jones, Aircraft
Services Safety Manager, Air
Canada.
Advertising Sales:
[email protected]
Regular issues of Toronto Pearson Today
are produced quarterly.
13
Toronto Pearson Today is made
available free of charge at Toronto
Pearson International Airport in Toronto,
Ontario, Canada. Mailed copies of
Toronto Pearson Today are distributed
free of charge to individuals sending a
written faxed request to (416) 776-7593
containing their name, full mailing
address, company and position (if
applicable).
Staying healthy
Follow these guidelines
to make sure you arrive
at your destination in the
best of health.
14
Shop and Dine
The Olympic Retail and Viewing
Zone bring passengers together.
This publication can also be found online
at www.GTAA.com.
15
The personal information collected
is used exclusively for adding individual
names to the Toronto Pearson Today
mailing list. At no time will this
information be shared with any other
party.
Art and Exhibitions
In time for the Olympics: Champions
on Snow and Ice; Exploring the
futuristic designs of MAG 2067:
Crafting the Future.
To be removed from the mailing list, fax
your intention to the number referenced
above.
Copyright © 2010 Greater Toronto Airports Authority.
16
Season for giving
Airport staff dig deep this
past holiday season for
those less fortunate.
19
As Seen at Toronto Pearson
Photos from our readers.
All rights reserved. No part of this publication may be
reproduced, stored in a retrieval system, or transmitted,
in any form or by any means (photocopying, electronic,
mechanical, recording or otherwise) without the written
permission of the copyright holder. The GTAA does not
necessarily endorse the products, services or companies
that appear in advertisements contained within this
publication.
ISSN 1718-0244
SATURDAY, JUNE 19, 2010
Mark your calendars for this year’s
Runway Run! Visit www.GTAA.com
for registration information.
Toronto Pearson Today Fourth Quarter 2009 3
FEELING THE SPIRIT
W
ith the 2010 Olympic Winter Games taking place in
Vancouver, Olympic fever has hit the country and
at Toronto Pearson, the excitement is definitely in
the air.
The GTAA, along with airlines, retailers and other partners,
are doing their part to celebrate the Olympics coming to Canada,
and to welcome travellers passing through Toronto on their
way to Vancouver. Here are just some of the Olympic-themed
initiatives going on at Toronto Pearson:
Last spring, the Air Canada Olympic mural covering the
entire glass wall of the grand hall of Terminal 1 was unveiled.
That was just the beginning of the Olympic spirit coming to the
airport.
The GTAA became the official sponsor of the Canadian
Alpine Ski Team (Alpine Canada). Coin drop stations were
installed in the summer, with all monies raised going directly
to Alpine Canada. Alpine Canada/GTAA partnership vests are
also being sported by Terminal Operations staff to highlight this
partnership.
The Olympic spirit starts before even stepping into the
terminal, as roadway banners have been installed on routes
leading to the terminals. Olympic-themed welcome screens are
on many of the check-in screens and kiosk on the Departures
levels. If you’re one of the lucky ones flying to the west coast for
the Vancouver Olympic Winter Games (or just in general), there’s
no mistaking which direction to travel in to catch your flight,
with Inuksuit leading you to your gate. As well, to help generate
excitement for our athletes, announcements will be made in the
terminals during the Games when Canada wins a medal and
scrolling messages will appear on the FIDS screens displaying
the current medal counts.
The GTAA also struck up a partnership with Ontario Tourism
that feature screens playing Olympic content throughout the
airport, leading up to and during the Vancouver Olympic Winter
Games. Perhaps the most exciting Olympic venture is the Olympic
Viewing Zone that has been set up near gates 137-141 in Terminal
1. This viewing zone features a plasma screen, lounge seating
and will air live feed of the events (see page 14 for more).
Toronto Pearson is proud to be the gateway to the Vancouver
Olympic Winter Games and congratulates all our Olympians.
Just a couple of the Olympic initiatives at Toronto Pearson. From left: The Alpine Canada/GTAA partnership vest worn by GTAA Terminal Operations staff; Ontario welcome screens at check-in counters; An Inukshuk leads the
way to Vancouver-departing gates.
FIRST IMPRESSIONS
I
t’s never too early to make a great first impression.
International visitors arriving at Toronto Pearson are
getting a warm welcome and a sneak peak at Ontario’s
great tourism experiences almost as soon as they step foot on
Canadian soil.
With the launch of the Welcome to Canada initiative
at Canada’s busiest airport, more than 26,000 international
passengers a day enjoy images of Ontario’s travel gems as well
as inspirational Olympic messaging to support awareness of the
4 Toronto Pearson Today Fourth Quarter 2009
Vancouver Olympic Winter Games.
The Welcome to Canada program is a partnership between
the Canadian Tourism Commission (CTC), the Canada Border
Services Agency (CBSA), Ontario Tourism, and provincial
marketing organizations.
“The GTAA is pleased that the Welcome to Canada program
is in place at Toronto Pearson and will serve as a greeting to
the more than nine million international passengers that travel
through the airport each year,” said Lloyd McCoomb, President
and CEO of the GTAA. “It’s exciting that passengers arriving in
Toronto will be welcomed by these images that will inspire them
to discover our great province and all that it has to offer.”
Earlier this year, the program was officially launched at
Ottawa MacDonald-Cartier International Airport. Welcome to
Canada will soon find its way into other major Canadian airports
and BC’s busiest land border crossings.
OLYMPIC WEAR
From left: New Olympic merchandise is always arriving at Official Sports and Toronto Marketplace in Terminal 3, Departures Level; A large selection of Team Canada merchandise at Official Sports; Vancouver Olympic
Winter Games merchandise comes in all shapes and sizes – there’s something for everyone.
I
n February 2010, travellers and athletes will pass through
Toronto Pearson on their way to and from the Vancouver
Olympic Winter Games. But even if you don’t have a ticket
to the west coast for the festivities, you can still pick up a piece
of official commemorative Olympic merchandise from one of The
Paradies Shops retail stores.
Official Sports and Toronto Marketplace on the Departures
Level of Terminal 3 are stocked with authentic Olympic
merchandise – everything from T-shirts, hoodies and jerseys,
to headgear, children’s wear, and bags; to luggage tags, neck
pillows and stuffed animals.
Karen Chilvers, General Manager of The Paradies Shops,
says that the Olympic gear, which arrived in late September, has
been a big hit for passengers departing Toronto Pearson. “We’re
very happy to have this merchandise in store for our customers,
and it’s been doing really well. We think we’ve created a great
presence throughout our shops to remind passengers that even
if you’re not going to Vancouver, you can take a piece of the
Olympics with you.”
Since arriving at Toronto Pearson in the fall, Olympic
merchandise proved to be the perfect gift idea this holiday
season, especially for one customer who purchased $1,200
worth of goods.
Chilvers says that it’s hard to say which is the best selling
item because there is literally something for everyone. “The
T-shirts, hoodies and jerseys all do very well. The bags are a
big hit, as are the travel pillows,” she says. And then there are
collectible items like silver spoons, hockey pucks and plush
mascots. “There really isn’t just one thing that’s the best seller.
There is something that will appeal to everyone.”
In addition to the Official Olympic Merchandise, The
Paradies Shops is a proud Team Canada Hockey supporter and
carry official Team Canada Hockey products at the Official Sports
store. If Team Canada (men’s or women’s) wins gold in Vancouver,
Chilvers says, they will have gold medal championship T-shirts in
the stores the very next day.
The attractive and striking designs of the Vancouver 2010
merchandise also feature a subtle Aboriginal design, paying
homage to the many Aboriginal communities across the country.
The Paradies Shops have two official Olympic stores at
Vancouver International Airport, which have been open for two
years in an anticipation of the Vancouver Olympic Winter Games.
Toronto Pearson is pleased to have an Olympic presence in The
Paradies Shops stores in Terminal 3.
If you happen to be flying out of Terminal 3, be sure to
get your Official Olympic gear at Official Sports or Toronto
Marketplace, located pre-security on the Departures Level.
LOCAL CONNECTION
W
hat could be more exciting for a group of elementary
schoolchildren than to meet a real professional
athlete?
The GTAA was very proud, as a sponsor of Alpine Canada, to
bring together Chris Williamson, winner of multiple Paralympic
medals in alpine skiing, and the students of Thorndale Public
School. Hundreds of children gathered in the gym that morning to
listen to Chris wow them with stories of skiing down the slopes
at speeds of up to 130 km/h – quite a feat for a man with only six
per cent of his vision.
The students at Thorndale have been spending a lot of
time learning about the Olympics this year in the lead up to the
Vancouver Olympic Winter Games. After Chris’ visit to the school,
students were inspired to create Olympic-themed artwork, which
is now on display on the Departures Level at Terminal 1.
“Having an Olympic athlete visit our school helped our
students to truly understand what the Olympics are, that
determination and perseverance will help you accomplish your
goals, and most of all, how important it is to set goals in life
because anything is possible,” said Jill Pattison, Vice Principal at
Thorndale. “With this art project, the students felt a great feeling
of accomplishment to have worked collaboratively on something
that represents such an important event. Both the visit by
Chris as well as our art contribution has given our students a
very personal outlook and sense of achievement towards the
Olympics in Vancouver.”
Toronto Pearson Today Fourth Quarter 2009 5
BE
A
SMART
TRAVELLER
A
re you travelling to the United States through Toronto
Pearson? The new security arrangements might mean
that getting to your plane could take a little longer, but
your journey through the Airport will be made a little easier if you
keep the following suggestions in mind. Being a smart traveller
reduces the time it takes to get through the airport and makes
your trip more relaxing.
Next you will need to fill out your U.S. Customs card and then
go through U.S. Customs (open each morning at 4:30 a.m.). Once
U.S. Customs has cleared you to travel into the U.S., you will go
through the first step of CATSA’s pre-board security screening.
Before you arrive at your gate, you will have a secondary security
screening stop. Following this secondary screening, you will
proceed to the gate area, where the airline will check boarding
cards when it is time for your flight to depart.
Q: How early do I need to arrive?
Transport Canada recommends that passengers heading
to the United States arrive 3 hours prior to their flight time to
allow for security screening.
Q: How can I check in?
Many airlines offer web based and mobile check-in options.
These will help streamline your check in process at the airport.
Also, check-in kiosks are available in both terminals. If your
airline offers this option, you will be able to check-in at any kiosk
in your terminal. If your airline does not offer web or kiosk check
in, or if you are not comfortable with these options, airline staff
are available to check you in for your flight.
Q: What are the current carry-on rules and
regulations?
When flying to the U.S. one piece of carry-on baggage is
permitted through security screening. Many restrictions still
apply regarding the size and type of carry-on permitted. The
carry-on bag cannot exceed 23 cm x 40 cm x 55 cm.
Essential personal items required for travel such as
medication or medical devices, small purses, cameras, coats,
items for care of infants, laptop computers, crutches, canes,
walkers, containers carrying life sustaining items, special needs
items, musical instruments, diplomatic or consular bags are
permitted.
When you are packing for your trip, we would recommend
that you ask yourself whether what you are thinking of carrying
on is essential. If you don’t need it during the flight, please pack
Q: What about the full body scanners?
CATSA has begun implementing full body scanners at
Toronto Pearson. Two machines are operational at Terminal 1
and passengers travelling to the United States may be required
to pass through this machine as part of the security screening
process.
it in your checked baggage.
Please remember that there are restrictions on liquids, gels,
and aerosols.
Q: What are my options if I have something that
is not allowed to go through security screening?
You may discard the item, put it in your checked baggage,
or store the item at the airport at The Travel Store. Additionally,
The Travel Store offers passengers the option of mailing an item
to the address of their choice.
Q: What can I expect at the airport if I am going
to the U.S.?
First you will need to check in. This can be done in person,
on-line or via mobile service, depending on your airline.
Once you have checked in and been issued a boarding pass,
you will need to have your checked baggage weighed by airline
staff.
LAN MAKES
CHECK-IN
EASY
I
n January, 2010, LAN Airlines, member of the oneworld™
Alliance, introduced the use of self check-in kiosks for the
convenience of all its passengers.
LAN provides the most extensive network to and within
South America with non-stop and connecting service to every
major city in South America from Toronto, New York, Los Angeles
and Miami gateways, in addition to over 40 North American
cities through its airline partners. It serves over 65 destinations
around the world through an extensive network that offers full
connectivity within Latin America, while also linking the region
with North America, Europe and the South Pacific, as well as
63 additional international destinations through its various
alliances.
The implementation of the self check-in kiosks at Toronto
Pearson is just another way the airline is making travel easier for
its passengers. Currently, LAN operates one of the most modern
fleets in the world, with 83 passenger aircraft.
The company recently completed its short haul fleet
renovation process by acquiring new aircraft from the Airbus A320
family, enabling LAN to improve its efficiency and to significantly
reduce its CO2 emissions. The fleet renovation is part of the
company’s commitment to the protection of the environment. The
company’s world-class quality standards enabled its membership
in oneworld™, the global alliance that encompasses some of
the best airlines in the world. For more information, please visit
www.LAN.com or www.oneworldalliance.com.
6 Toronto Pearson Today Fourth Quarter 2009
LAN Airlines Station Manager, Nicolas Perez Olave (left) and Carlos
Courtaux, LAN Airport Director, North America & Caribbean at one of
LAN’s new self check-in kiosks.
Q: Can I still shop in the terminals while I am
waiting for my flight?
Yes you can. Our restaurants and shops, including duty free
remain open in both Terminal 1 and Terminal 3 to serve you.
Q: Which documents are required for travel to the
U.S.?
Passengers are required to present a valid passport or other
valid document such as a NEXUS card when travelling between
Canada and the U.S. Please check with Canadian Border Services
Agency and the U.S. Bureau of Consular Affairs for specific
details.
If you are planning your trip, check airline schedules. It is
worth keeping in mind that the busiest time at the airport is
always first thing in the morning. To avoid the busy times, you
might ask yourself whether you could take a flight at midday or
in the evening.
Toronto Pearson is making every effort to make sure that
your trip through our airport is a smooth and pleasant one. For
additional information, please visit www.GTAA.com.
CHINA:
APPROVED
DESTINATION
T
he GTAA commends the governments of Canada and
China on the announcement that China has granted
Approved Destination Status (ADS) to Canada, which
will allow for significant growth of the Canadian tourism
industry.
With ADS now in place, Chinese citizens can more easily
obtain tourist visas to travel to Canada for leisure purposes,
Chinese travel agencies can market leisure group tours in
Canada, and Canada and the Greater Toronto Area can actively
market its tourism products in China.
This is particularly important when taking into consideration
that China is expected to become one of the top three outbound
tourism markets in the world by 2020, according to the World
Tourism Organization.
An ADS designation for Canada comes at a good time as the
GTAA works through what has been a challenging year owing
to global economic conditions. This decision, coupled with our
recent 25 per cent reduction of cargo landing fees and 10 per
cent reduction of landing fees and terminal charges will yield
new air services that will offer passengers more choice.
The GTAA, other Canadian airport authorities and tourism
organizations across the country have long advocated for
this designation and expect that this announcement will have
substantial impacts on our tourism industry and the Canadian
economy in general.
WESTJET SUMMER
W
ith the frigid temperatures, snow and over a month
to go until spring arrives, many of us are dreaming
of sunny skies and sandy beaches. Luckily,
passengers planning to head south will have some new options
in 2010 as WestJet has announced its summer flight schedule,
which includes new and expanded routes for transborder and
international destinations.
Starting in May, passengers will be pleased to see the new
non-stop service between Toronto and Puerto Vallarta, Mexico.
In addition, a number of seasonal routes will become
year-round in the summer. WestJet’s newly expanded service
destinations include:
• Daily to each of Atlantic City, Miami and St. Maarten, starting
May 2
• Twice weekly to St. Lucia, starting May 2
• Three times weekly to Cancun, Mexico, starting May 2
• Five times weekly to Bridgetown, Barbados, starting May 3
• Twice weekly to Varadero, Cuba, starting May 5
• Weekly service to Puerto Plata, Dominican Republic, starting
May 7
• Weekly service to both Cayo Coco, Cuba, and Providenciales,
Turks and Caicos, starting May 8
"This is a strategic expansion of new routes within our
network and an extension of flight offerings to some of our
key winter routes that remain popular destinations through the
summer season," said Dr. Hugh Dunleavy, WestJet Executive
Vice President, Strategy and Planning. "This schedule also
demonstrates our strong commitment to take Canadians where
they want to go, when they want to go. Now, our guests will
have the opportunity to visit more of their favourite destinations
on a year-round basis."
“We are very pleased to see these new and expanded routes
for our passengers in Toronto,” said Lloyd McCoomb, President
and CEO of the GTAA. “It’s great to see WestJet responding to
passengers and giving them more opportunities to visit their
favourite destinations.”
Across the country, WestJet is adding five new
routes and expanding service on 19 transborder and
international destinations. For more information, please visit
www.WestJet.com.
EVA AIR ARRIVING
E
VA Air will start direct passenger flights between
Toronto and Taipei, Taiwan, on March 29.
For countless residents of Toronto and Eastern
Canada who fly to Asia for family, business and leisure, the
new service will shave hours off their travel time and make trip
planning significantly more convenient. EVA Air is introducing
the service with three flights a week (Mondays, Wednesdays
and Saturdays).
Flights will leave Toronto Pearson at 11:40 p.m. (all local
times) and arrive in Taipei the next day at 5:45 a.m. Return flights
will leave Taipei at 6:45 p.m. and arrive in Toronto at 8:55 p.m.
the same day.
The airline is serving the route with one of its new,
technically advanced Boeing 777-300ERs.
On EVA Air's far-reaching system, passengers leaving from
Toronto Pearson will be able to fly to Taipei and make easy, sameday onward connections to Manila, Phnom Penh, Saigon, Bangkok
and 16 destinations in China. Travellers headed to North America
will find Taipei to be a welcoming hub for flights to Toronto where
they can continue on to Ottawa, Montreal, Quebec and Halifax
with minimal transit time.
In addition to competitive fares and service options that
appeal to a broad range of business travellers, EVA Air is
also working with travel agents to create tour packages that
complement current products offered in Canada and America.
The new packages will be designed so that passengers can enjoy
Ontario’s beauty and majesty as well as the global sophistication
of its international cities.
For more information about EVA Air and its services,
please visit www.evaair.com.
COPENHAGEN CALLS
A
ir Canada recently announced the launch of its daily
service between Toronto and Copenhagen this summer
as it expands international flight options at its major
hub, offering customers more choice of destinations and routes.
"Air Canada is building its Toronto hub, and has recently
announced long-haul service to four new, major international
destinations. The addition of Copenhagen this summer is
strategically important as passengers will be able to conveniently
connect with our Star Alliance partner Scandinavian Airlines to
reach such cities as Oslo, Helsinki, Warsaw, Stockholm and
Gothenburg," said Ben Smith, Executive Vice President and Chief
Commercial Officer. "We will continue to look for opportunities to
grow our hub after earlier announcing flights starting this summer
to Athens, Barcelona and (via Montreal) Brussels. Toronto's
geographic position and the consolidation of our operations
under one roof are enabling us to establish Toronto Pearson as a
major North American and global hub for the Star Alliance."
Air Canada will begin non-stop, daily flights between Toronto
and Copenhagen on June 24, subject to government approval.
The only non-stop service to Scandinavia from Canada will be
operated with a 211-seat Boeing 767-300 ER aircraft featuring
24 lay-flat bed suites in Executive First and a personal digital
in-flight video system, a USB port and a power plug available at
every seat throughout the aircraft. Service will operate daily in
the summer, with reduced frequency in the winter. Flights will
be timed to conveniently connect with Star Alliance partner
Scandinavian Airlines, which offers more than 120 flights per
day from Copenhagen to 52 destinations.
Flights will leave Toronto at 5:15 p.m. (all times local) and
arrive in Copenhagen the next day at 6:55 a.m. Return flights
will depart Copenhagen at 12:20 p.m. and arrive in Toronto at
2:50 p.m.
Air Canada provides scheduled and charter air transportation
for passengers and cargo to more than 170 destinations on five
continents including 14 European destinations, by summer
2010.
Toronto Pearson Today Fourth Quarter 2009 7
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 [email protected], or call us at (416) 776-9892.
FOUND AT PEARSON: CUSTOMER SERVICE
G
TAA Customer Service staff understand that travelling
can be a stressful experience and forgetting things
in the midst of travel is all too common. That’s why
terminal staff in Lost and Found are compassionate and ready to
help. While not everything can be found, we will do our very best
to reunite travellers with lost articles. The following letter was
sent by a passenger who witnessed firsthand the helpful nature
of our Lost and Found staff.
I am writing to let you know that I had impressive and
responsive service from your Lost and Found staff recently.
I recently travelled to Toronto from Montreal on a late
afternoon Air Canada flight. Upon departing the plane, I stopped
at a shop near International Departures to select a present for my
son. Unknowingly, I left my leather business portfolio inside the
store, but did not realize my error until I was almost home. I called
the main airport number not expecting much help in locating a
missing black leather portfolio in that whole, huge terminal. I
was immediately put through to Lost and Found, where a "real
person" answered my phone call. He was helpful, reassuring
and while he did not have my portfolio at that time, offered to
keep a look out for it and gave me a suggestion to tell the main
switchboard to call the store directly. He then transferred me to
the main switchboard himself. The folks at the main switchboard
were also helpful, and put me right through to the store. The
woman at the store was great (please share my feedback). She
had my portfolio and offered to take it down to Lost and Found
when her store closed at 7 p.m. By 7:30 p.m. that evening, I had
a voice message from Lost and Found informing me that they
had my portfolio! When I called him back, he picked up the
KNOWLEDGEABLE STAFF
G
TAA Customer Service staff understand how difficult
travelling can be, especially for first-time visitors
to Canada. The following letter was sent in by a
recent traveller who was impressed by the helpful knowledge
of our GTAA Terminal Specialists, and the overall kindness of
Canadians.
I would just like to commend your lovely, friendly staff on
the wonderful job they are doing!
My partner and I arrived in Toronto without a Canadian
cent to our name and were trying (unsuccessfully) to withdraw
money from the ATM with my Visa card. The ladies behind the
tourist information desk were incredibly helpful in providing us
with information on our onward journey and saved us a fortune!
Futhermore, they were even prepared to go the extra mile and
give us a token for the bus had we not been able to withdraw
cash, just so that we could at least get into the city.
I cannot tell you how much I appreciated their helpful
attitude and warm and friendly demeanour, which we found
was a precursor to all the people we met in Canada. I can
assure you that we will most certainly consider visiting Canada
again, as a result of the kind and friendly disposition of your
staff, and Canadian citizens in general.
PORTER PRAISE
P
orters are available in both terminals to help
passengers with their luggage. They can be a great
asset, especially when you’re coming off a long-haul
flight with a lot of baggage or if you’re travelling in a large party.
One passenger recently experienced how valuable and helpful a
porter can be. To pre-arrange a porter for your next flight, visit
www.GTAA.com or call Porter Services at (416) 776-3623.
I just wanted to pass along a thank you message to one
of your customer service employees. My family and I arrived in
Canada on flight EK241 from Dubai.
When we landed it was in the afternoon and it was quite
a busy time. The volume of people was overwhelming and after
a very long journey home we were completely exhausted to say
the least. After standing in line for some time, clearing Customs
and Immigration, we were then faced with the challenge of
picking up all of our luggage and hailing down a taxi cab to
get to our final destination. A very nice porter came up to us
in the baggage hall, said hello and asked us if we would like
help with our bags? We said yes because we had a lot of
luggage to collect and he escorted us to our baggage claim
location. He then waited patiently while waiting for our bags
which took quite a while to gather since it was a busy time of
day. He conversed with us while waiting, asked us how our trip
was and asked us if we would be requiring a taxi cab. He was
extremely helpful in answering all of our questions, trying to
facilitate our entry and putting us at ease. Other people were
asking him questions as well, and he was very patient and kind,
demonstrating exceptional skills in customer service.
Upon collecting all of our bags, which were very heavy, he
then escorted us to the exit and even went as far as getting us
a taxi and letting the driver know where we were going. Please
pass along this message of thanks from my whole family.
phone immediately once again, and I was able to make special
arrangements to have our company driver pick up the portfolio
on his next trip there. It was back in my hands the next day.
While not of great monetary value, it had important business
information in it, so it was great to have it back.
It is not often in today's world of customer service that you
get real people, always picking up the phone, being proactive,
providing reassurance, being responsive and seeing the job
through, while communicating well with customers. I would like
to thank the gentleman working in Lost and Found that day – he
was just great.
Thanks to everyone who helped make this happen and
congratulate you all on a job well done. Please share the
praise!
IMPRESSED
A
nybody who has visited Terminal 1 knows that it’s an
impressive structure that’s remarkably designed. They
say first impressions are what count, and we’re glad
that we could make a good first impression on a recent first-time
visitor.
I just wanted to say that, as a frequent business flyer, I am
in and out of airports all the time. Recently, I made my first-ever
trip to Toronto, and consequently, my first-ever trip to Toronto
Pearson. I arrived in Terminal 1 and must say, it is far and away,
the most amazing airport terminal I have ever been to in my life!
Seriously, the architecture is stunning. It is spotless, and there's
a state-of-the-art feel that no other airport can compare with.
It's easy to get jaded as a traveller, but I wanted to let you know
that my first visit to YYZ made me take notice of how beautiful
it truly is.
HELPING HAND
I
f you require assistance while travelling through Toronto
Pearson, the GTAA’s Airport Customer Assistance Program
(ACAP) is here to help. Whether you need a wheelchair or
other mobility assistance, ACAP staff will provide whatever you
need, along with friendly service.
I would like to compliment the young lady from Special
Services who assisted my mother and I on November 14, 2009.
My mother is wheelchair bound, and the young lady met us upon
leaving the plane coming from Fort Lauderdale. It was a great
privilege to be assisted by this young lady. She was extremely
helpful, and I could really tell that she is dedicated to her job
and takes her responsibility seriously. I am sorry that we couldn’t
properly thank her at the time, as we were extremely tired and
just wanted to go home. I wish that all our airport experiences
could be like that one. The young lady stayed with my mother
from the time we landed until our ride came to pick us up. She is
a great asset to your company and should be commended for her
dedication and willingness to help.
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 [email protected].
8 Toronto Pearson Today Fourth Quarter 2009
NEW PARKING PAN AM
GAMES
OPTION
T
T
he GTAA offers value-priced parking at the Viscount
Parking Garage, located at 6145 Viscount Road.
The covered parking garage offers protection from
the elements and is positioned along the LINK Train route for
convenient and quick access to the terminals. The train is free,
runs non-stop, and is wheelchair accessible.
The Viscount Parking Garage has special features designed
for easy navigation. Unique level indicators assist travellers in
finding and remembering the location of their parking space. In
addition, at the entry of each level of the garage, a display screen
indicates the number of available spaces to reduce the amount
of time required to find a parking space.
Opening Special Rates:
• Daily rate: $18
• Weekly rate: $90
• Each additional day: $18
For more information, please visit www.GTAA.com/parking/.
oronto Pearson congratulates the Toronto 2015 Pan/
Parapan American Games team for winning the bid
and welcomes the games to the Toronto region.
The Airport is poised to support the 16-day multi-sport event
and the expected 10,000 plus athletes, officials and 250,000
visitors to the Toronto region.
“With over 50 flights including 31 direct to and from
Pan American international cities, Toronto Pearson is easily
accessible to visitors from the Caribbean, South and Central
America” said Lloyd McCoomb, President and CEO of the
GTAA. “Toronto Pearson’s modern and new infrastructure is
equipped to serve athletes, officials and visitors that will be
visiting the region for the Pan American games.”
The benefits of the games extend well past the theme
of sport and competition. Improved transit, infrastructure and
capital investment at Toronto Pearson and across the region
will be long-term victories of the games.
Toronto Pearson was a proud supporter of the bid for
the Toronto 2015 Pan/Parapan
American
games,
and will continue to work closely
with all levels of
government
and
transit
agency
partners to build
improved transit links
to the airport with
connections across
the
Toronto
region.
A computer rendering of the new Viscount Parking Garage, which is now open for business.
NEW AIR AGREEMENT
T
he GTAA and airports across Canada congratulate the
Government of Canada for the recent historic signing of
a new air service agreement with the European Union.
"Moving to free trade of the skies is about creating greater
choice and opportunity for our Canadian communities, carriers
and our neighbours in the European Union (EU)," said Canadian
Airports Council (CAC) Chairman Barry Rempel.
Airports remain competitive by offering passengers more
choices. Increased options for international air service have
corresponding links to international trade opportunities in today's
global economy. It is essential that a liberalized international air
regime be seen as a key component of trade policy.
“This is exciting news for Toronto Pearson,” said Lloyd
McCoomb, GTAA President and CEO. “A new air agreement will
allow us to further solidify Toronto Pearson’s position as the
gateway hub to Canada by opening our world-class facility up to
new European routes and destinations.”
In addition to allowing unrestrictive flights between
Canada and the EU, this agreement envisions mutual recognition
standards for safety and security.
More than half of Canada's overseas tourists hail from
Europe. The EU also is Canada's second biggest trading partner
after the U.S., with some $84.2 billion in imports and exports.
According to a study from the European Commission (EC), the
number of passengers flying between the EU and Canada has
the potential to increase from eight million to 14 million by 2011.
In addition, the EC estimated that an Open Aviation Area would
generate consumer benefits of at least $110 million through
lower fares and could create 3,700 jobs in the first year.
Since the new agreement was first announced, provisional
steps have been taken to launch several new air routes that
previously would have been subject to punitive restrictions, if
possible at all.
Toronto Pearson looks forward to realizing the potential that
this new agreement offers.
A new air agreement with Europe will provide travellers with more options to European cities, such as Paris, France (above).
Toronto Pearson Today Fourth Quarter 2009 9
10 Toronto Pearson Today Fourth Quarter 2009
PEOPLE at PEARSON
Going behind the scenes with the people that make the airport work.
ROB JONES
AIRCRAFT SERVICES SAFETY MANAGER
W
hile safety and security have always been the top
priority in air travel, they have become especially
important over the past couple of months.
If you’re travelling with Air Canada, you can rest assured
that your safety is top of mind for Rob Jones, Aircraft Services
Safety Manager. With over 20 years experience at the Airport
with Air Canada, Rob knows the ins and outs of the Airport and
says that one thing always remains the same: the safety and
satisfaction of the customer is of the utmost importance.
“Safety is a core value for us [at Air Canada],” he says. “Our
employees believe in it and are passionate about it.”
Rob grew up around airlines. His father worked for an airline,
and he grew up with knowledge and interest in the aviation
industry through his father’s experiences. After graduating
with a degree in Earth Sciences, Rob found himself working at
the Airport, first as a Station Attendant, eventually becoming
Lead Station Attendant. After working as Customer Service
Manager and Shift Manager, he became Aircraft Services Safety
Manager.
In this role, Rob oversees the safety and security issues in
and around the airport for Air Canada and reports them to other
Air Canada branches across the country.
“The breakdown of my job is 60 per cent administration and
40 per cent operations,” Rob says. “There is a lot of trending,
tracking and reporting of safety-related issues so that we can
keep developing and updating safety plans and the appropriate
training. But I also go out in the field and on the apron to ensure
that the processes we have in place are operating as they are
supposed to.”
It’s the mixture of structure and the unexpected that keeps
Rob on his toes. Like any job, there are specific tasks, meetings
and conference calls that occur, but then an unexpected event
can happen, from something as small as a sick passenger to
something bigger, like a security threat, that puts all the safety
planning into action. “An event like September 11 happened and
changed the face of airport and aircraft safety as we know it.
We never know what to expect, so we plan for the worst so that
we’re prepared for anything.”
Communications are also a large part of ensuring the
safety and security of the airport. “Internal and employee
communications are important because the employees have to
be involved and engaged in what we do,” Rob says. “We all
have to be on the same page and working towards the same
goal, which is a better safety culture for everyone. If and when
a safety and security event happens, everyone can spring into
action because they’ve had appropriate training.”
Employee communications take place through town
hall meetings and feedback programs. Rob is also in close
communications with the GTAA airside and apron control, as well
as other airlines. “We’re all a part of the same community, so it’s
really important that we keep each other updated and forge good
relationships. We’re all working towards the same thing, which
is keeping our passengers and employees safe.”
Rob says that it’s the passengers that are at the forefront
when it comes to safety, but understands that there can be some
scrutiny from them as well. “We have to look at travel from the
passenger’s perspective. It begins and ends with safety. They
want to get where they are going, and they want to get there
safely,” he says. “We welcome the scrutiny because that’s how
we improve.”
Whatever the situation, Rob and his team are dedicated
to providing passengers with the utmost in safety and security
at Toronto Pearson. And improving safety is something that
is ongoing. “The safety measures we have in place are good,
but they are always under review so that we can make them
better. It’s a challenging job, and it’s not very glamorous. But it’s
rewarding because we know there is value in it.”
Toronto Pearson Today Fourth Quarter 2009 11
2009 GOOD YEAR FOR
YYZ AIRPORT WATCH
T
he GTAA would like to recognize community group YYZ
Airport Watch for having a successful 2009.
Airport Watch is a volunteer organization of airport
enthusiasts. Not only do they have a passion for all things
aviation related, but they have a vast knowledge of daily airport
operations and serve to promote airport security, all while
creating an organized means by which to participate in their
pasttime of airplane observation.
In March, Airport Watch member Dave Hose was recognized
by the GTAA with a Safety Award for reporting a business that
was feeding a large quantity of birds outside their building, which
was located in the direct approach/departure path of Runway
05/23. The majority of bird strikes occur within the airport
environment during take off, climb, final approach and landing.
Since all wildlife in and around the airport poses potential
hazards to aircraft, ensuring that it is controlled at all times is
important to the overall safety of the airport environment. Due
to Dave’s observant eye, the situation was resolved without
incident to aircraft or wildlife.
Airport Watch members were also invited to an up-close
and personal experience of the inaugural landing of the Emirates
A380 in June. About 80 members were invited to the Central
Deicing Facility (CDF) to take pictures of the largest commercial
aircraft in service and to be a part of history.
In addition, a record number of member hours were logged:
over 10,000. And since logging hours isn’t mandatory – only 39
of the 127 members reported their times – the actual number is
believed to be much higher.
“We would like to congratulate Airport Watch on a
successful 2009, and thank them for being an extra set of eyes
and ears for Toronto Pearson,” says Debbie Ciccotelli, GTAA
Director of Safety and Security. “We appreciate the time and
efforts spent on making the airport a safe place for everyone.”
Members of YYZ Airport Watch, taken in June 2009, at the arrival of the inaugural Emirates A380 flight in Canada.
CLASS STOP
Canada’s Sports
Hall of Fame presents
LOU MARSH LEGACY:
HONOURING
CANADA’S
TOP ATHLETES
This very special online
exhibit is both a tribute
to a most intriguing man,
for whom life and sport
were intertwined, and a
celebration of the unique
stories behind some of
Canada’s finest athletic
achievements.
www.loumarsh.ca
E
xecutive Class is the newest addition to the specialty
retail offering at Toronto Pearson, replacing Flhair in
Terminal 1, Domestic Departures. It officially opened
for business on January 5, 2010.
Operated by Cart Wheels International Inc., Executive
Class offers reading glasses, clip-on shades and jewellery
accessories such as necklaces, bracelets and earrings. They
also offer stylish reading glass frames that can accommodate
prescription lenses.
To show customers the versatility of their products,
Executive Class displays merchandise in various combinations
12 Toronto Pearson Today Fourth Quarter 2009
to show customers the different fashion styles that can be
achieved.
In 1990, Douglas Rennie, Cart Wheels President and
Owner, decided to start a company that would fill the common
spaces in shopping malls, airports, and office buildings. Cart
Wheels now offers 12 carts in Terminal 3 and six carts in
Terminal 1.
The next time you’re in the Domestic Departures area in
Terminal 1, make sure to stop by Executive Class and prepare
to take off in style.
DUTY FREE LIQUIDS
T
ransport Canada recently announced that passengers
flying from Canada to the European Union (EU) will now
be permitted to purchase liquid products at duty free.
This change in regulation, effective March 1, will offer
passengers more retail choices as they travel from Toronto
Pearson and connect through Europe.
Restrictions on liquids and gels have been in place since
August 2006 in response to terrorist threats to aviation and have
limited duty free purchases for passengers connecting through
other international airports. During this time, these restrictions
severely impacted Toronto Pearson and the duty free operators’
ability to generate non-aeronautical revenues, which is a key
factor in an airport’s global competitiveness.
Through the use of secure, tamper-evident bags, duty free
operators will now be able to sell liquids, aerosols and gels to
passengers connecting through designated EU airports.
“On behalf of the GTAA and our duty free operators, I
would like to thank Transport Minister John Baird for making
this change,” said Toby Lennox, GTAA V.P. Corporate Affairs and
Communications. “It is excellent news for passengers travelling
through the EU that will offer more flexibility now that they will
be able to make additional duty free selections as they begin
their travels out of Toronto Pearson.”
Passengers flying out of Toronto Pearson to Europe will now be able to purchase liquids at duty free shops.
SAFETY FUNCTION ACTION
DISASTER RESPONSE
T
he GTAA Airport Emergency Management (EM) Program
is always on the lookout for new ways to engage and
broaden relationships with our community.
“Emergency Management is predominantly about
establishing relationships with your stakeholders and
understanding each others’ roles and contributions before an
emergency situation develops. People are the key to the success
of the program,” said Deane Johanis, Manager of the GTAA’s
office of Emergency Management Systems (EmMS).
In early November, the GTAA hosted a four-day training
workshop conducted at the Airport Emergency Support Centre.
Entitled Safety Function Action (SFA), the training series was the
result of relationships established through one of the GTAA‘s
Airport EM Program’s outreach Teams. The Pearson Crisis Support
Team hosts an annual open house every year in June inviting
all of the local crisis and support teams, aid organizations and
faith groups that make up the airport’s network of people support
during an emergency.
“This training series was aimed at providing a framework
that promotes bringing in the people support side of a response
as an integral part of an emergency approach – not separate from
the technical, response which is so often the case,” Johanis said.
“This is consistent with the philosophy adopted by the Pearson
CS Team over its almost 20 years of existence as a multi-agency
crisis support team for the airport community.”
“Community involvement is what makes SFA so
successful,” said Ted Bober, Clinical Director for the Pearson
Crisis Support Team. “SFA provides the best and most innovative
ways to provide support to our community in the event of a
disaster,” he said. “The methods taught here are focused on
people staying well and being able to recover from disastrous
events. It takes a comprehensive look at optimizing health and
how we work with our partners. This is easily transferable to the
airport community.”
Jonathan Birinyi, a graduate student at York University’s
Disaster and Emergency Management Program, expressed similar
thoughts. “I was surprised that the training not only focused on
enhancing our community, but also on how to improve our own
personal health and wellbeing as well. Overall, the approach SFA
takes is a very proactive way to achieve disaster health.”
The workshops were co-led by Dr. Jim
Shultz, Founder and Director of the
Center for Disaster and Extreme Event
Preparedness (DEEP Center) based
at Miami
University,
and Alan Dick, Sunnybrook Health Sciences Centre and
Supervisor of the Psychosocial Health Team, that is part of the
Ontario Emergency Medical Assistance Team (EMAT).
SFA training provides first and secondary responders with
training and techniques to support and restore the resilience
and wellbeing of emergency responders and disaster survivors.
Shultz and Dick introduced an integrated disaster health model
that is a framework for achieving and maintaining a high level of
disaster health.
The course, sponsored by the GTAA, Toronto Public
Health, EMAT, the Region of Waterloo and the Pearson Crisis
Support Team, gave the over 200 health and emergency
response professionals from across Ontario an introduction
to the integrated disaster health model on the first two days.
Participants who stayed for the third and fourth days were part
of the “Train the Trainer” workshop, which provided them with
the tools to be able to teach SFA training methods to members
of their communities.
Toronto Pearson proved to be an ideal setting for this type of
training. “People come to the airport from all over the world, but
then they go out into the community,” Shultz said. “We can look
at our disaster response methods on both an international scope
and community level, and the airport provides both.”
The broad reach of the training sessions could be seen
by the number of agencies from across the province that
were in attendance. Representatives from the Toronto Transit
Commission (TTC), St. Joseph’s Healthcare, University of Ottawa
and Red Cross were among the attendees.
“Another advantage of hosting these sessions at the airport
is that we know our message is reaching the right audience,”
said Shultz. “With the airport as a hub, we have the ability to
reach a wide spectrum of responders, so the opportunity for
learning is very broad. We’ve been really well received here and
are really impressed by the group’s enthusiasm. It’s a reaffirming
experience to know that we’re all working towards a common
goal.”
“This kind of ‘train the trainer’ workshop also works
because we’re able to get organizers all coming together at the
same time, which then gives the model an opportunity to grow
within Ontario,” said Dick. “It’s also a great networking tool
because you get to know people from agencies from all over.
And life experience adds to the training, so to be able to share
our experiences in health and disaster response really enriched
the workshop.”
Jean Lodge, Advisor of Training Development Disaster
Management for Canadian Red Cross said that the training
provided valuable information and validated the disaster
management program they have in place. “The training and
information we received today supports the framework for
response that we already had set up. It lets us know that we’re
on the right track.”
Other attendees echoed the sentiments. “It’s important to
know that the work we’re putting in is part of a bigger picture,”
said Carole Larose from Sante Plus Research Associates. “With
all these different agencies, it’s important to know what our
specific role is and how it fits into what other agencies in the
community are doing and how we all impact each other.”
The event, managed to break even event, was so successful
that a contribution was made to the United Way Campaign in the
name of the Toronto Pearson SFA Training Group.
Participating in these types of events exemplifies the
ongoing commitment of the GTAA and its emergency and support
community to providing the broader airport community with a
safe, secure and supportive environment.
Toronto Pearson Today Fourth Quarter 2009 13
SHOPandDINE
An exploration in taste and shopping at Toronto Pearson.
OLYMPIC ZONE
F
or two weeks in February 2010, passengers travelling
through Domestic Departures in Terminal 1 are invited
to come together to cheer on our country, as the area
in front of Gate139 is turned into an Olympic Retail and Viewing
Zone, a joint venture by HDS Retail, Ontario Tourism and the
GTAA.
For the duration of the Vancouver Olympic Winter Games,
passengers waiting to depart are able to sit back and watch
the games, as well as pick up any last minute official Olympic
souvenirs.
Along with the other Olympic-related initiatives going on
at Toronto Pearson during the Games, the Olympic Retail and
Viewing Zone is another way to show support for our Canadian
athletes, while bringing passengers from all over the world
together.
Vancouver-bound passenger Yvonne Da Silva said that the
Viewing Zone added an element of community and civic pride
to the airport experience. “It’s cool that people travelling to
Let the Games begin! Left and right: Last minute Olympic souvenirs at the HDS Retail Zone. Centre: Cheering on our athletes at the Viewing Zone.
14 Toronto Pearson Today Fourth Quarter 2009
all different destinations can come together as Canadians to
watch and root for our athletes,” she said while watching men’s
downhill skiing. “It’s a really great idea.”
In addition to the Viewing Zone, HDS Retail has set up a
retail hub with Olympic gear such as sweaters, hoodies, and
official mascot collectibles for anyone needing last minute
souvenirs.
The GTAA would like to wish all of our Olympic athletes
good luck and thank you for making Canada proud.
ARTand EXHIBITIONS
CHAMPIONS ON ICE
I
magine a whole country cheering for you. The athletes
featured in Champions on Snow and Ice know the feeling.
This exhibition brings together champions on snow and
ice – athletes who made history by representing Canada in the
Olympic Winter Games and winning the Lou Marsh Memorial
Trophy. For some athletes, career-defining moments occurred at
the Olympics. For others, the moment occurred at a competition
that paved the way to the Games. The photographs, text and
artifacts in this exhibition tell the stories of some of the many
athletes who have made Canada proud. Go Canada!
Visitors to the exhibition, located at Gallery 120 (near Gate
120, Domestic Departures) in Terminal 1, will see life-size action
photos of speed skater Gaétan Boucher (pictured above), skier
Nancy Greene and figure skaters Jamie Salé and David Pelletier,
plus others. Kurt Browning’s skates, Anne Heggtveit’s skis and
reproductions of Barbara Ann Scott’s famous red sweater, hat
and mittens, specially created for this show, are also on display.
Champion Story: Barbara Ann Scott
At the 1948 Winter Olympics in St. Moritz, Switzerland,
Barbara Ann swept the school figures event. When she arrived
at the outdoor rink where she was to give her free skating
performance, she found that it had been ravaged by mild weather
and hockey games. Competitions in Europe were always held on
the rougher ice of outdoor rinks, which presented challenges to
North American skaters who were used to covered rinks. Before
the program, Barbara Ann and her coach explored every inch
of the ice, taking note of any imperfections and strategically
planning her jumps in the best spots. Avoiding the bad ice that
had caught her competitors off-guard, she dazzled the judges,
and earned Canada’s first Olympic Figure Skating Gold Medal.
Champion Story: Cindy Klassen
Cindy Klassen was such a nervous wreck before the 3,000
metre speed skating event at the 2002 Winter Olympics in Salt
Lake City, she couldn’t eat. Entering the 2006 Winter Olympics at
Photo courtesy of Canada’s Sports Hall of Fame.
Because there’s plenty to take in before and after your flight.
Turin, she vowed to do better than her 2002 bronze, but also to
enjoy the experience and not let her nerves affect her.
She was unstoppable, stockpiling medals every time she
stepped on the ice. She started by duplicating her 2002 bronze in
the 3,000 metre. As part of the Team Pursuit, she took silver. In
the 1,000 metre, she narrowly missed gold, taking silver. Cindy
then trounced the field by almost a second and a half earning
a gold medal in the 1,500 metre. She capped off her brilliant
Olympics in the grueling 5,000 metre, securing another bronze
medal. Teammate Clara Hughes took the gold. Klassen is the
first Canadian athlete to win five medals in one Olympics. With
six medals in total, she is Canada’s most decorated Olympian.
She is on the Canadian Speed skating team at the 2010 Winter
Games.
This exhibition is presented in partnership with Canada’s
Sports Hall of Fame (www.sportshall.ca) and will be on exhibit
until June 2010.
FUTURISTIC METALS
W
hat will jewelry and metalwork look like in 2067?
The Metal Arts Guild of Canada (MAG) invited
artists to look to the future and design pieces for
2067, the year of Canada’s bicentennial. For the juried exhibition
MAG 2067: Crafting the Future artists responded to one of five
stories about the future:
To create Green Design artists recycle and reuse
materials and use green technology. The future is grim in
Apocalyptic 2067, but a young artist is challenged by
Jacob, a master metalsmith, to create a frivolous, fun and
wearable piece. Zero gravity and blurred line between fashion
and technology create challenges when working with Metal
in Space. A collapsed economy causes society to revert to
a medieval system, or Regression 2067, of fortresses,
bartering and class-based restrictions on access to metal and
adornment. In a Scientific and Technological Utopia,
innovation, learning and the arts are priorities.
The results are often beautiful and always inventive. Claudio
Pino created a complex gold, silver and gemstone ring with
moving parts that represents the sensation of weightlessness
in space. Charles Funnell’s necklace of silver, crystals and lava
beads is a reminder of the sunsets and starry nights that are no
longer visible in a post-apocalyptic world.
MAG thanks the exhibition sponsors for their generous
support: Canadian Jewellers Block, Ontario Arts Council,
Jewellers Mutual Insurance Company, SNAG (Society of North
American Goldsmiths) and Lark Books.
MAG 2067: Crafting the Future is on display in Terminal 1,
International Departures, until March 2010. For more information,
please visit www.metalartsguild.ca.
Looks of the future? From left: Forged titanium bracelet – Andy Pomorski; Infinites (Kinetic ring) – Claudio Pino; Moonrise (Pendant) – Diane Karg Baron. Photos courtesy of The Metal Arts Guild of Canada (MAG).
Toronto Pearson Today Fourth Quarter 2009 15
IN THE GIVING SPIRIT
T
his past holiday season, Air Canada employees along
with airport employees from Star Alliance partners
at Toronto Pearson (Lufthansa, United Airlines, US
Airways, Lot Polish Airlines, Austrian Airlines, Continental, Air
Canada Jazz, Turkish Airlines) all worked together to donate
approximately 1,100 lbs. of food to the Toronto Daily Bread Food
Bank.
Air Canada would like to extend a big thank you to all who
participated in this year’s drive. A little goes a long way, so
please remember that you don’t have to wait for a special time
of year to donate to your local food bank.
Left: Air Canada employees unloading just some of the 1,100 lbs. of food donated to the Daily Food Bread. Right: Food drive organizers Mike Cuberovic, Paul Loyen, Kim Bertrand and Keith Lambert. Photos courtesy of Air Canada.
SANTA SEARCHING
O
n December 15, Skyservice Airlines and Thomas Cook
co-sponsored the Starlight Children’s Foundation
Canada’s 2009 Search for Santa Flight. The one-hour
flight was preceded by live entertainment at the Skyservice BAS
Avitat. Entertainers this year included Doo Doo the Clown, Steve
the Magician, Toopy and Binoo, and the Bird Man. Celebrity guests
included Rick Campanelli from ET Canada and Paula Brancati and
Adamo Ruggiero from Degrassi: The Next Generation.
A leader in distractive entertainment therapies, the Starlight
Foundation is able to touch the lives of over 200,000 seriously ill
children and their families each month.
The flight, which welcomed 150 excited passengers,
travelled to the “North Pole” on a Boeing 757 aircraft. The
snow-covered Santa joined in the fun at approximately 20,000
feet, when his sleigh landed on the plane, and was greeted by
awestruck, gleeful children, eager to grasp his hand, tug on his
beard and give him their Christmas wishlist.
Once back on the ground, gifts (provided by Sunquest’s
parent company) were distributed to all the kids; and this was in
addition to the one-week all-inclusive trip for four to Mexico that
was given to one lucky family.
The Starlight Children’s Foundation is a non-profit
organization dedicated to brightening the lives of seriously ill
children and their families by
providing a broad array of both
in-hospital and out-patient
programs, designed to enhance
their ability to cope with the
stress of illness.
n December 17,
Air Transat’s Flight
in Search of Santa
celebrated its fifth consecutive
year of giving children from the
Children’s Wish Foundation
the opportunity to meet Santa
Claus at an altitude of more
than 8,000 metres. The special
flight departed from Toronto
Pearson and was a cheerful
and magical event to the
delight of all passengers and
Photo courtesy of Air Transat
crew members on board.
The adventure began as
Air Transat staff and volunteers presented a cheque for $850,000 to The Children’s Wish Foundation.
the children and their families
arrived at the Air Transat counter at the airport to collect their passengers by the airline’s crew as part of the Change for Kids
boarding passes for the “North program. Air Transat has been associated with the Foundation
Pole.” After a fun celebration since 2004 and has donated more than $4.5 million to date.
“The Foundation is fortunate to count on the support of Air
attended by a happy gang
Transat,
a platinum partner for four years now,” said Linda Marco,
of elves, approximately 250
Director
of Development, The Children’s Wish Foundation of
passengers climbed aboard
an Air Transat Airbus A310 en Canada. “This event is one of the greatest moments of the year
route to the North Pole. During for the Foundation and for the children who participate. We are
the 90-minute flight, Santa delighted that Air Transat is there to help us make this unique
Claus himself appeared and, in day possible for these kids, for whom illness is a daily reality.”
“Air Transat supports the work of the Children’s Wish
keeping with tradition, handed
out presents to the excited Foundation and is pleased to be its partner,” Mr. Ryan added.
children. Similar flights also “Our employees have chosen to champion this cause because it
took place in Montreal and is aligned with their values and those of Air Transat. They invest
time and effort to help make these children’s dreams come true.
Vancouver.
Des Ryan, Air Transat’s Our customers’ contribution is also very important, and we thank
Vice President, In-Flight Services them for their outstanding generosity.”
The Flight in Search of Santa event has been made possible
and Commissary, took the
opportunity to announce an thanks to the generous collaboration of several partners, including
$850,000 donation to The airport staff, who made logistical arrangements, as well as Air
Photo courtesy of SkyService
Children’s Wish Foundation. Transat employees, who participated on a volunteer basis.
O
Onboard SkyService’s Search for Santa flight (clockwise, from left): Doo Doo the Clown, ET Canada’s Rick
Campanelli, Santa and Steve the Magician.
16 Toronto Pearson Today Fourth Quarter 2009
The amount was collected over
the past year from Air Transat
GTAA
LENDS
ITS
HANDS
T
he holidays are a time for giving, and this year
departments across the GTAA did their part for children
and families in need.
The Customer Experience and Terminal Operations
divisions sponsored three families over the holidays. Two of
the sponsored families were in Toronto through the Hope for
Children Foundation, and one family was sponsored through the
Peel Children’s Aid Society.
The first family was a family of four in Toronto, with two
boys, aged seven and three. New to Canada, the parents were
experiencing difficulties obtaining work due to the fact that the
work credentials were not recognized. The second family was
a family of three in Toronto with a three-year-old daughter. The
father is the sole income provider and caregiver due to the fact
that the mother suffered injuries from a past car accident. The
third family was a family of three in Peel Region, a single mother
and two daughters aged 10 and two.
With over $1,000 that was collected from the Customer
Experience and Terminal Operations divisions, items were
purchased from the families’ wish lists and delivered just in time
for Christmas.
The Marketing and Commercial Development (MCD)
department also undertook two charitable initiatives this past
holiday season. Instead of giving gifts to each other, they arranged
to give gifts to a family in need through an organization called
“Holiday Helpers” (www.holidayhelpers.org). A family consisting
of a single mother and her six-year-old son was adopted. Initially,
MCD had hoped to raise $200 but went well over that, collecting
$315 from the 25 people in the department. Holiday Helpers
provided the family’s need/wish list, and the money raised
went to purchasing winter coats, boots, household items and a
few toys and books. One of the staff members even donated a
microwave oven. A gift wrapping session was held, then Holiday
Helpers picked up the packages and delivered them directly to
the family, with a Christmas tree and grocery voucher.
A second initiative involved raffling off gift baskets and gift
cards received from customers and vendors, raising $795.00 for
the United Way.
The Airport Operations Control Centre (AOCC) ran the “MOO
MOO Fund,” which raised money for World Vision. They have
also been collecting toys for the CHUM City Christmas Wish for
the past ten years and have continued with that again this year.
Toys were also collected in Terminal 3.
The Facilities Social Committee raised funds throughout the
year for eight families sponsored through the Salvation Army. A
total of almost $8000 was collected through social events such
as wine tours, a mini-boat cruise in Orillia, poker tournaments,
and their own barbeque that was open to the entire airport
community.
The Finance department donated 221 lbs. of food to the
Salvation Army’s Food Bank.
The Corporate Affairs and Communications (CAC)
department put a twist on the classic Kris Kringle gift exchange
this year. Instead of just buying gifts for each other, employees
were instructed to buy a toy based on what they think their
workmate would have liked as a child. Gifts were exchanged
during the department holiday party along with explanations as
to why the gifts were chosen. All the toys were donated to the
Starlight Starbright Children’s Foundation.
CAC also held a raffle for gift certificates and liquor. $200
was raised and donated to the Ontario Inter-Cultural Community
Services Food Bank in Malton.
Fire and Emergency Services held their annual food and toy
drive throughout the GTAA, firehalls and Cara Food Services. This
year, they collected enough toys to fill a large van, which were
destined for the Starlight Starbright Children’s Foundation. As
well, five barrels of food (approximately 500 lbs.) were collected
and donated to the Ontario Inter-Cultural Community Services
GTAA Firefighter Peter Morris collecting donations for the Fire and
Emergency Services annual food and toy drive.
Food Bank.
Thank you and congratulations to everyone who organized
and participated in one of these or other holiday initiatives
this season. Because of your generous donations, families and
children in the community had a brighter Christmas.
REACHING OUR GOAL
O
nce again, the GTAA has surpassed all expectations
for 2009’s United Way fundraising campaign. Although
economic times are still challenging for everyone,
GTAA employees, airport staff and passengers alike found a
way to contribute whatever they could to the cause. A grand
total of $105,689.18 was raised – 192 per cent over the goal of
$55,000.
Airport-wide events such as a Bagel Breakfast, Liquor Raffle,
Lost and Found Silent Auction, 50/50 and gift basket raffles,
Casual for a Cause donations and a paper airplane toss (which
passengers in both terminals participated in) raised $25,351.18.
The GTAA also matched employee payroll contributions of
$40,169, dollar for dollar.
The GTAA would like to thank everyone who contributed for
their generosity during this year’s campaign. A little goes a long
way in helping the many people in the community who rely on
agencies such as the United Way all year round, but especially
during the holidays.
A big thanks also go out to all the volunteers who assisted
with the numerous events. The month-long campaign was a huge
undertaking and would not have run smoothly without their help.
From left: GTAA staff members volunteering at the Bagel Breakfast; Tossing paper planes; Examining the goods at the Lost and Found Silent Auction.
Toronto Pearson Today Fourth Quarter 2009 17
GTAA’S OWN WINS
MANAGEMENT
AWARD
WE’VE GONE
S
ince 1947, the Ontario Professional Engineers Awards
(OPEA) have been given to professional engineers in
Ontario who have made outstanding contributions to
their profession and their community.
Recognizing the 50th anniversary of the Avro Arrow and the
100th anniversary of the Silver Dart, this year the OPEA celebrated
Canadian Aeronautical Engineering accomplishments.
Lloyd McCoomb, President and CEO of the GTAA, was
recently named as one of the recipients of the Management
Award. Lloyd was recognized for his leadership and management
of the planning, design and construction of the $4.4 billion
redevelopment program at Toronto Pearson.
As the Vice President of Planning and Development during
this program, Lloyd faced the challenges of designing for the
future needs of the Airport while dealing with the current
realities that included the 9/11 tragedy and the movement of
more than 30 million passengers. This was accomplished with a
solidly shared vision, great flexibility and creative thinking.
PAPERLESS
W
Now at the helm of the GTAA, Lloyd has led the
organization through the development of a five-year strategic
plan focused on competitiveness, gateway development and
corporate sustainability.
SMART
COMMUTING
T
he GTAA was recently awarded an honourable
mention in the Smart Commute awards.
Introduced in 2007 to officially recognize employer
members or partners who have put forth exceptional effort
in implementing their Smart Commute programs, the awards
recognize outstanding commitment, leadership, innovation and
results.
Smart Commutes from across the Greater Toronto and
Hamilton Area (GTHA) nominated their top employers, and one
award was presented for Smart Commutes in each of Hamilton,
Halton, Mississauga, Brampton-Caledon, North Toronto and
Vaughan, Northeast Toronto, 404-7 (Markham and Richmond
Hill), Toronto-Central, Central York (Newmarket and Aurora),
and Durham.
Congratulations to Hatch Ltd. on being named 2009
Regional Employer of the Year, as well as Mississauga Employer
of the Year.
Smart Commute is a partnership between Metrolinx and the
cities and regions of the GTHA. In an effort to make commuting
easier, healthier and more enjoyable, Smart Commute helps
local employers and commuters explore different commuter
choices while trying to reduce traffic congestion and taking on
climate change through transportation efficiency.
WEB
CHECK-IN
S
kyservice Airlines is pleased to offer web check-in for
passengers on all southbound flights departing from
Canada. From the comfort of their homes, passengers
can simply click the web check-in option at www.skyservice.
com to check in, select their seats and print their boarding cards
from 24 hours to two hours prior to departure. "We expect our
passengers will want to take full advantage of this new service
18 Toronto Pearson Today Fourth Quarter 2009
to enhance their travel experience and select seats prior to
arriving at the airport," said Hilton Reading, Skyservice's CIO.
"This service was been implemented just before the busy
holiday season. Call it an early holiday gift," he added.
Skyservice is well-known for its superior customer service
and in-flight hospitality, and continually strives to enhance the
passengers' experience.
ondering why you haven’t
received your issue of
Toronto Pearson Today in
your mailbox? In an effort to reduce
our paper consumption, we’ve gone
paperless for our subscribers. If you
would like to receive an online version
via e-mail, please drop us a line at
[email protected]. An online
PDF version is also available at
www.GTAA.com. Hard copies are still
available in the terminals.
MEDIUM
TERM
NOTES
T
he GTAA recently announced that it has completed an
issue of $300 million, 10-year Medium Term Notes. The
issue is a re-opening of the 2009-1 series originally
issued on May 20, 2009. The Notes carry a fixed rate coupon of
5.96 per cent and mature on November 20, 2019. The yield on the
new issue is 4.672 per cent. The issue was oversubscribed with
28 institutional investors participating. Proceeds of the offering
will be used to fund future debt repayments and to fund required
reserve.
The successful offering was distributed by a syndicate led
by CIBC World Markets Inc. and included BMO Capital Markets,
Scotia Capital Inc., National Bank Financial Inc., RBC Dominion
Securities Inc. and TD Securities Inc.
"I am pleased to see the markets continue to show
confidence in the GTAA in this way," said Lloyd McCoomb,
President and CEO. The issue was immediately preceded by the
GTAA's October 1, 2009, announcement that effective January 1,
2010, landing fees and general terminal charges will be reduced
by 10 per cent. This reduction was made possible by the success
of the four part economic response plan introduced in February
2009 and by continued focus on efficiency in airport operations
and non-aeronautical revenue generation.
HAPPY
ANNIVERSARY
T
he Toronto Pearson Lounge, operated by Plaza Premium
Ltd., recently celebrated their first anniversary. To mark
the occasion, and as a thank you for making their first
year so successful, they held a lucky draw for their patrons.
The grand prize winner of a one-year Plaza Premium
Ltd. premium lounge membership is Richard King, from York,
Pennsylvania. Richard also won a supplementary membership
for a spouse or colleague. Retail value for the prize is $560.
Second prize was a Samsung Netbook N130, valued at
$400, which went to Jay Durie of Oakville, Ontario. Five third
prize winners received a Valet Parking coupon, valued at $25:
Yousef Abdul Atti of the United Arab Emirates; Chula Jinadase
of Mississauga; and Padma Varma, Mehta Anand and Philipp
Weiss, all from Toronto.
Located in Terminal 1, International Departures across from
Gate 177, the Toronto Pearson Lounge is open to all international
departing passengers. For just $35, travellers have access to
a fully equipped business centre with Samsung electronics,
Internet, and unlimited food and beverage.
The GTAA would like to congratulate Plaza Premium and
the Toronto Pearson Lounge on a successful first year, and many
more to come.
And the winner is... Drawing names, from left: Christina Li, Plaza Premium Lounge Manager; Rose Marcello, Samsung Electronics Marketing Manager;
Brent Bowes, Plaza Premium Business Development Manager.
AGENT’S
CHOICE
W
ith location and convenience being cited as key
determining factors, Toronto Pearson has been
named “2009 Best Domestic Airport,” a distinction
bestowed upon it by some 3,200 readers of Travel Press,
produced by Baxter Travel Media, as part of its annual Agents’
Choice Awards.
Competing against the likes of Montreal, Halifax and
Vancouver (last year’s winner), readers — comprised mainly of
travel agents — named Toronto Pearson their clear favourite in
the nationwide competition.
Points were awarded based on the ranking selected by
readers. First place earned three points, second place received
two, and a nod for third place earned one point. Toronto Pearson
scored 3,036, while second place Vancouver received 2,517 and
Calgary placed third with 1,345 points.
When presented with the award, GTAA President and CEO
Lloyd McCoomb commented that, although pleased with the
award, he wasn’t too surprised. “We’ve come a long way at
Toronto Pearson to ensure that we have the facilities, services
and customer service that our customers demand. We provide
an airport that works for our airline partners, in turn allowing
them to satisfy the needs of the travelling public. This award is
reinforcement that we are on the right path as a company.”
AS
SEEN
AT
TORONTO PEARSON
O
ur good friend Andy Cline from YYZ
Airport Watch recently sent in the
top photo of an Air Canada Jetz
A320, which was chartered and decorated
with musical group U2’s familiar logo, as part
of the Canadian leg of their 2009 tour. He also
caught a glimpse of Olympic Air’s Dash-8 Q400
test flight (bottom photo) at Bombardier’s Custom Delivery Centre at Toronto Pearson. This
was the first aircraft painted in Olympic colours
in Toronto. Olympic Air (formerly Olympic Airlines) no longer flies to Canada, but had served
Toronto Pearson for 24 years.
Every issue of Toronto Pearson Today features a selection of photographs taken by our
readers. If you think you’ve taken a good pic-
ture at Toronto Pearson, we’d like to see it.
To have your photos appear in this publication, they must meet the following criteria:
• They must have been taken by the person submitting the photo(s). Photographs copywritten to
someone other than the person submitting the
photo(s) will not be printed.
• The photo(s) must have some relation to Toronto Pearson, such as a terminal or an aircraft
on or near airport property.
• Digital photographs should be technically
sound. A resolution of 300 dpi at 4” x 6” is preferred. Photos will be reviewed for technical
specifications on a case-by-case basis.
Digital images can be e-mailed to
[email protected]. Address prints to:
Greater Toronto Airports Authority
Toronto Pearson International Airport,
P.O. Box 6031, 3111 Convair Drive,
Toronto AMF, Ontario, L5P 1B2.
Mark the envelope to the attention of
Corporate Affairs and Communications —
Jason Ritchie. Prints will be returned only upon
request.
Toronto Pearson Today Fourth Quarter 2009 19
10%
Cert no. SW-COC-1383
20 Toronto Pearson Today Fourth Quarter 2009