second quarter 2008
TRANSCRIPT
Toronto Pearson Today Second Quarter 2008 1
T O R O N T O P E A R S O N
TODAYSecond Quarter 2008
FULL STRIDE
REDUCED
CONSERVATION
A publication of the Greater Toronto Airports Authority
www.GTAA.com
RUNWAY RUN SCORES BIG
TORONTO PEARSON’S CULTURE OF
CARGO LANDING FEES
2 Toronto Pearson Today Second Quarter 2008
lan.comGTAA.com
Enjoy the unparalleled quality service of LAN.
LAN Arrives at Canada’s Largest AirportThe Greater Toronto Airports Authority’s mandate of continually improving the traveller experience through Toronto Pearson International Airport has been demonstrated once again.
Expanding the reach of its international network, South America’s
premier air carrier, LAN Airlines has announced that it will begin a
new service from Toronto to Santiago, Chile starting September 3, 2008.
LAN will offer fi ve fl ights per week to Santiago via New York City on its
fl eet of Boeing 767 aircraft. Travellers will also have the option to travel
to Lima, Peru and Buenos Aires, Argentina with LAN.
“This announcement brings the number of air carriers serving Toronto
Pearson to a total of 77 and further demonstrates the region’s ability to
attract international air travellers” says Lloyd McCoomb, President and
CEO of the GTAA.
60 years of Unparalelled ServiceLAN flights will operate from Toronto to Santiago on Mondays,
Wednesdays, Thursdays, Fridays and Saturdays, providing alternatives
for passengers travelling to the South American region. Passengers
travelling between Toronto and New York will now have another
carrier choice.
For over 60 years, LAN has provided service to more than 70 international
destinations within the Americas, Europe and the South Pacifi c. LAN has
also been voted Best Airline serving Central and South America for six
consecutive years by the Offi cial Airline Guide.
A World Class Airport with World Class AmenitiesWith more premier airlines on its roster, Toronto Pearson is able to offer
more options and convenience to its passengers. Additionally, travellers
are able to enjoy the amenities and services of a world-class airport.
These include:
U.S. Customs and Immigration pre-clearance in Toronto grants
passengers “domestic” status when arriving in New York which
makes connections easy and worry-free.
51,300 square feet of shops, restaurants and concessions so
travellers can enjoy a great meal or shop for their favourite brands
108 same-plane international destinations across all continents offers
the convenience of not having to change planes during their travel
The operation of fi ve runways which allows Toronto Pearson to
accommodate 120 aircraft per hour
Mobility, porter and language services for those in need
A technologically advanced baggage system that effi ciently and reliably
delivers baggage to waiting aircraft and passengers so that travellers
will not have the hassle of missing or late baggage
The convenience of the NEXUS program which provides retina-scan
Customs clearance which makes it a breeze for frequent travellers
WIFI is readily available throughout the airport
World-class service is what travellers can expect with the partnership of LAN Airlines and Toronto Pearson - the preferred gateway for business and vacation travel.
For more information on LAN Airlines,
visit: LAN.com
For more information on amenities
at Toronto Pearson, visit:
www.gtaa.com/en/travellers
Toronto Pearson Today Second Quarter 2008 3
Published by: Greater Toronto Airports AuthorityCorporate Affairs and CommunicationsToronto Pearson International Airport P.O. Box 60313111 Convair DriveToronto, AMF Ontario L5P 1B2www.GTAA.com
Editor-in-Chief:
Lorrie McKee (416) [email protected]
Senior Editor:
Jason Ritchie(416) [email protected]
Art Director:
Jason Ritchie
Designer:
Melissa Lim
Staff Writers:
Elsa Mendes, Lee Petrie, Jason Ritchie, Lori Williams, Melissa Lim
Photography:* Elsa Mendes *Unless stated otherwise:
Advertising Sales:
Regular issues of Toronto Pearson Today are produced quarterly.
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).
This publication can also be found online at www.GTAA.com.
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.
To be removed from the mailing list, fax your intention to the number referenced above.
Copyright © 2008 Greater Toronto Airports Authority.
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
FrequentFlyersRegular features in Toronto Pearson Today
13People at Pearson
Profi ling Dan Marchessault, Air
Canada Flight Simulator Instructor.
16Shop and Dine
When you need to fi nish up some
work before your fl ight and hunger
strikes, grab a bite to eat at the
Expedia.ca Cafe.
17Art and Exhibitions
Early Typewriters: Gateway to the
Information Age exhibition at the
Malton Airport Gallery in Terminal 1.
19As Seen at Toronto Pearson
Photos from our readers.
WHAT’S INTHIS ISSUE
5
67
9
Runway Run scores big
The GTAA’s fi rst ever Runway Run was a huge success thanks to members of the general public and the airport community. Over $60,000 was raised for the William Osler Health Centre’s Emergency Department.
Brampton Transit rolls out Airport service
An easy and economical option for getting to the airport from Brampton.
Cargo Landing Fees Reduced
The GTAA will reduce cargo landing fees by 25 per cent in the new year, encouraging businesses to choose Toronto Pearson as their gateway.
GTAA’s commitment to climate change action
From Energy Conservation Week to the signing of the global aviation industry’s declaration on climate change, the GTAA is serious about being environ-mentally responsible.
4 Toronto Pearson Today Second Quarter 2008
to our sponsors!
Thank you
Eagle Airfi eld Ltd.
Entire Imaging Solutions Inc.
Lowe-Martin Group
The Plan Group
Levitt-Safety Limited
Cara Airline Solutions
Jack Astor’s Canyon Creek
Cotton Candy Ltd.
Tri-Versa-Global Inc.
National Bank Financial
Mulvey and Banani International Inc.
CGI Adjustors Inc.
AFFAIR Rentals
ThyssenKrupp Elevator Limited
Frischkorn Audio Visual Rentals
Tactix Government Consulting Inc.
Toronto Pearson Today Second Quarter 2008 5
If you’re at any airport, it’s usually because you’re fl ying in
or out, picking up or dropping off passengers. However,
on Saturday, June 21, the GTAA hosted a very exciting
event—for the fi rst time ever, people came to Toronto Pearson to
run for charity on an otherwise active runway.
Runway 06R-24L closed for a few hours while members of
the general public and the airport community got the chance to
run next to an active runway for the Runway Run, which included
both a 2 km family fun walk and 5 km timed run. More than 1,000
participants ran or walked along the runway to raise money for
the William Osler Health Centre’s Emergency Department at
Etobicoke General Hospital.
Air Canada, title sponsor of the 2 km event, got into the
spirit of this special occasion and parked an Airbus 319 on the
runway at the start/fi nish line, which added to the enthusiasm
that was already in the air.
The fi rst to cross the fi nish line was David Horvath. Despite
the distraction of planes landing and taking off on a parallel
runway only a few hundred metres away, he fi nished the 5 km
run in just under 17 minutes.
A year’s worth of planning by the GTAA, the William Osler
Health Centre and the Running Room was all worthwhile. To
date, the event has raised $61,341, surpassing the original goal
of $50,000.
This fundraising event was born from an idea that began last
summer. Michael Brown, GTAA Manager, Terminal Operations,
and Steve Silverhart, GTAA General Manager, Consulting
Services, wanted to do something for the community; something
that would bring people together while raising money for a
worthy cause.
“We chose to raise funds for the William Osler Health Centre
to honour the airport’s ongoing relationship with the hospital’s
Emergency Department,” said Mike Brown. “Along with other
hospitals in the area, William Osler provides excellent service for
the GTAA’s emergency response team.”
Experience the Evolution is a campaign that will renew
the facilities and resources available to Osler’s emergency care
teams in order to get the unit running at an even higher level. All
the funds raised will directly benefi t the tools and spaces used
to care for people when they need it most. This fi rst time event
was undoubtedly a huge success, even the weather co-operated.
A chance of thunderstorms was in the forecast but it was only as
the volunteers were taking down tables and chairs that the fi rst
drops of rain began to fall.
During the closing ceremonies, Irene Hawrylyshyn, GTAA’s
General Manager of Corporate Social Responsibility and Cultural
Affairs, asked the participants if we should have another Runway
Run in the future. The crowd cheered a unanimous yes.
The GTAA thanks all those who participated, donated,
volunteered and helped to make this an unforgettable
experience.
IN FULL STRIDE FIRST EVER RUNWAY RUN A SUCCESS
6 Toronto Pearson Today Second Quarter 2008
Brampton Transit busses are now a common sight at
Toronto Pearson, as route 101 began service to the
airport on September 2.
Providing a quick and economical option for employees
and air travellers alike, the regular fare route takes passengers
from Bramalea City Centre, located near the intersection of
Queen Street and Dixie Road, to Terminal 1 in only 25 minutes,
making only one stop for connections at the intersection of
Bramalea Road and Steeles Avenue.
The impetus for this new service came out of con-
sultations the GTAA conducted related to the air-
port’s new Master Plan. As part of its outreach to
stakeholders, the GTAA met with offi cials from its neigh-
bouring municipalities, including the City of Brampton.
Among the issues discussed by GTAA staff was the need to
improve public transit access to the airport. This discussion
resulted in Brampton Transit assessing the viability of service
to the airport as a part of its annual service reviews, and ulti-
mately deciding to proceed.
“What’s really important to us is the need to not only get
passengers to the airport as effectively as possible, but also our
employees,” said Toby Lennox, GTAA Vice President of Corporate
Affairs and Communications. “An effi cient public transit system
is key to making Toronto Pearson accessible for everyone and
helps reduce the number of vehicle trips to the airport, which in
turn reduces CO2 emissions.”
“We’re always concerned about providing services that are
going to best meet the needs of our residents,” said Doug Rieger,
Senior Supervisor of Service Development, Brampton Transit.
“Route 101 will be an effi cient connection between the city of
Brampton and Canada’s busiest airport.”
The highly anticipated route is Brampton Transit’s fi rst to the
airport. Once established, other possibilities for further service
include Sunday service, service into the Bramalea GO station and
service to Terminal 3.
For more information on any of Brampton Transit’s routes,
please visit www.bramptontransit.com.
BRAMPTON TRANSITROLLS OUT AIRPORT SERVICE
VELKOMIN UM BORЖ IT’S ICELANDIC FOR “WELCOME ON BOARD”
That’s how Toronto Pearson passengers
were greeted aboard their Icelandair
fl ight bound for Reykjavik this spring.
Iceland’s national carrier began service from Toronto Pearson’s
Terminal 1 on May 2, which kicked off a successful inaugural
summer season. This decision was made after a new open
skies agreement was reached in July 2007 between Iceland and
Canada, which allowed airlines of both countries to operate fl ights
between any city in Canada and Iceland without restrictions on
the number of fl ights.
“This latest agreement under our Blue Sky policy marks
another step towards greater choice and fl exibility for Canadian
travellers, while connecting them to the world,” said Canada’s
Minister of Transport, Infrastructure and Communities, Lawrence
Cannon, when the agreement was announced
Toronto is Icelandair’s second Canadian destination. Their
fi rst was Halifax, with additional Canadian gateways under
consideration for future development.
“The Canadian market plays a very important role in
the growth of our route network,” said Thorsteinn Egilsson,
Icelandair’s General Manager, The Americas. “Toronto is an
excellent connecting point for Icelandair passengers travelling
from other Canadian cities. Our expansion to Toronto has also
opened an array of opportunities for commercial and leisure
travel between Canada’s most populated areas and Iceland
and to our many destinations in Scandinavia, Great Britain and
Continental Europe. ”
Reykjavik is not only a great destination for Toronto Pearson
passengers, but this new service is also an attractive stopover
and connection option to those en route to the UK, Europe and
beyond. Iceland’s national carrier offers a no penalty stopover
program, which allows connecting passengers to stop and
discover Iceland at no addition cost.
Iceland is the world’s 18th largest island, and Europe’s
second largest after Great Britain. Summers are surprisingly
warm and you can watch the sun set and rise within minutes
of each other on June 21, the longest day of the year, during the
summer solstice. Other wonders of nature that can be seen are
icecaps and glaciers, spouting geysers, volcanoes, geothermal
waters of the Blue Lagoon, black sand beaches, raging rivers,
waterfalls, a multitude of birds, cavorting whales just offshore
and many other surprises.
With their summer service winding down and wrapping up
in the fall, we congratulate Icelandair on a successful inaugural
season and welcome them back for another successful run next
spring!
For more information, visit them online at www.icelandair.
ca or by calling 1-877-I-FLY-ICE.
Toronto Pearson Today Second Quarter 2008 7
HOLDING STRONG
The GTAA will reduce cargo landing fees at Toronto
Pearson by 25 per cent, effective January 1,
2009. This fee reduction will encourage cargo
businesses to choose Toronto Pearson for the movement
of their goods, boosting the competitiveness of the region.
The GTAA reduced landing fees and terminal charges in January
2008 to benefi t the Greater Toronto Area, not only economically,
but also environmentally. These reductions may remove as many
as 40,000 trucks per year from Ontario roads, reducing congestion
and ground-level pollution. Initiatives related to the reduced fee
structure are intended to encourage air carriers to modernize
their fl eets to newer, quieter and more fuel-effi cient aircraft.
“Maintaining Toronto Pearson’s competitiveness is
important to our region and ultimately for Canada’s economy,”
said Lloyd McCoomb, GTAA President and CEO. “It also shows
that we are responsive to the needs of our cargo carriers.”
When a cargo freighter lands at Toronto Pearson, it is
greeted with world-class facilities and infrastructure. Landing on
one of fi ve runways designed to handle heavy all-cargo aircraft,
freighters taxi onwards to 232,300 square metres (2.5 million
square feet) of dedicated apron space for cargo operations.
Off the apron, facilities include 111,500 square metres
(1.2 million square feet) of cargo handling facilities, including
in-ground fuelling, a live-animal facility, 24/7 Canada Border
Services on-site and 240 truck loading doors. In addition,
world-leading freight forwarders are in close proximity to the
airport, and the strategic location, near four main highways, all
contribute to Toronto Pearson’s popularity among world-wide
cargo transporters.
Toronto Pearson is the only Canadian airport to have cargo-
only aircraft service to Latin America, Europe, Asia and the
United States, with almost 50 per cent of the airport’s total cargo
volume being transported on freighter aircraft. Current all-cargo
operators include Martinair Cargo, Cathay Pacifi c Cargo, Korean
Air Cargo, Cubana Cargo, FedEx (domestic hub), UPS, DHL, as
well as various charters.
More than 45 per cent of Canada’s air cargo is processed
through Toronto Pearson, representing $31.7 billion in goods
per year.
CARGO LANDING FEES REDUCED
With more than 31 million people travelling through
Toronto Pearson every year, the GTAA wants to make
sure it’s passengers are able to take advantage of
all the airport has to offer. As a result, the GTAA has a new online
service that will allow travellers to fi nd the most effi cient way
through the terminal building while enjoying the many services
offered along the way.
Before arriving at the airport, passengers are now able
to view the GTAA’s Airport Wayfi nder video that provides the
step-by-step route that passengers will take travelling through
Terminal 1 at Toronto Pearson.
The Airport Wayfi nder is a web based service that allows
travellers a mock walk-through of Toronto Pearson’s Terminal
1. The video features a passenger’s experience in the terminal,
including International Arrivals, airline transit, transfer processes
and Domestic Arrivals. Passengers connecting through Toronto
Pearson can click the “How Do I Connect?” feature, which
offers important tips about the different types of connecting
passengers. A video featuring wayfi nding tips in Terminal 3,
ground transportation, concessions and parking will be available
over the next few months.
“We recognize that many passengers are pressed for time
when travelling, whether they are connecting, or if Toronto is
their destination,” said Lloyd McCoomb, GTAA President and
CEO. “This video will allow a passenger to experience the airport
before they actually get here so they can plan their route while
taking time to enjoy the amenities of the airport.”
The Airport Wayfi nder, which was produced by Air Travel
Video Technologies, is available on the airport’s website at
www.GTAA.com. The video will also be shown on board Air
Canada’s fl ights arriving at Toronto Pearson.
FINDING THE WAYAIRPORT NAVIGATION MADE EASY
The GTAA and Toronto Pearson’s fi rst months of 2008
were promising, and the second quarter numbers are
solid.
Passenger Activity
From April 1 to June 30, the airport handled 8.2 million
passengers, a 5.1 per cent increase from last year’s second
quarter. Passenger volume in the international travel sector
saw an increase of 13.7 per cent from last year’s fi gures. Travel
between Canada and the U.S. stayed steady with a slight 0.4 per
cent increase, while domestic travel held strong with a 2.4 per
cent increase from last year.
Financial Activity
In addition to reducing landing fees and terminal charges in
January, the GTAA announced a further reduction of 25 per cent
for cargo operations, effective January
1, 2009.
For the three-month period ending
June 30, the GTAA reported total
revenues of $297.5 million, an $8.9
million increase over the second quarter
of 2007. Total operating expenses,
including ground rent, were $130.2
million, compared to $126.8 million in
2007. Included in the 2008 second quarter
results is a $2.5 million fair value charge
for asset backed commercial paper held
by the GTAA. Revenue over expenses
was $7.2 million, an improvement of
$10.4 million compared to revenues
under expenses of $3.2 million in 2007.
SECOND QUARTER SOLID
0
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3
4
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7
8
9
Domestic Transborder International All Sectors
2007
2008
2007
2008
2007
2008
2007
2008
Second Quarter Passenger Traffic
Pass
enge
r Vo
lum
e (in
mill
ions
)
8 Toronto Pearson Today Second Quarter 2008
LUFTHANSAADDS TORONTO–DÜSSELDORF SERVICE
Lufthansa, one of the world’s largest air carriers, is now
offering direct service between Toronto and Dusseldorf,
Germany. It will provide service to Dusseldorf six times
a week, allowing passengers the convenience of 35 minute
connections to more than 50 popular European destinations
including Barcelona, Budapest, Moscow, Munich and Paris,
among many others.
“I am always excited to be a part of milestones such as
this,” said GTAA President and CEO Lloyd McCoomb at a wel-
come event for the new route. “This new service clearly shows
what a dedicated airline and a dedicated airport can accomplish
together. This facility is ready for the world, but we are entirely
dependent on airlines such as Lufthansa that have a vision and a
passion for serving the passengers.”
Operated using Airbus A340-300 aircraft, the new non-stop
route will feature the only three-class service between North
America and Dusseldorf, which lies in the heart of Germany’s
industrial region. With 1,105 seats available each week from To-
ronto, each A340 will offer eight First Class, 48 Business Class
and 165 Economy Class seats.
“We’ve registered a clear demand for Lufthansa premium
services on trans-Atlantic routes and are thrilled to now
accommodate this demand both on-board and on the ground in
Dusseldorf, where the quality of the infrastructure is very high,”
said Jens Bischof, Vice President, The Americas, for Lufthansa.
“At the same time, Economy Class travellers will benefi t from
a comfortable stay on-board and easy connections through
Dusseldorf and beyond.”
“Dusseldorf is very important for Lufthansa. We are
growing successfully here and would also like to expand and
further improve the offer to our customers in North Rhine-
Westphalia in the future. Therefore, we are making considerable
investments in additional aircraft and even more service —
on-board and on the ground,” says Karl Ulrich Garnadt, member
of the Executive Board of Lufthansa Passage Airlines.
For detailed information on this and other routes offered by
Lufthansa, please visit www.lufthansa.com.
HOW
Toronto Pearson International Airport is working
hard to improve the customer experience. Starting
in August the airport introduced an innovative,
text messaging feedback system to facilitate a more
efficient and streamlined journey for travellers.
ARE WEDOING?
king
rting
more
The system is the first of its kind in North America and is modeled after the South Africa Airports System. It was first used at Cape Town Inter-national Airport and later at Durban International Airport to great success.
The questionnaires have been developed to acquire feedback on passenger’s Arrivals or Departures experience. Respondents reply by sending a text message with their answers and a comments section allows for more detailed feedback at the end of the questionnaire. Topics covered include ease of finding your way through the airport, terminal cleanliness and parking availability.
Once a text has been sent, customers receive an instant reply. Selected customers will be contacted to discuss their response in more detail.
Passengers can use this tool to communicate directly with us, 24 hours a day, seven days a week at a time that is most convenient for them.
In turn, this system will allow Toronto Pearson to address concerns and resolve them as soon as possible.
Look for the response cards and posters detailing the system throughout the Arrivals and Departures areas of Terminal 1 and Terminal 3.
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.
“ 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 passenger’s
experience” according to Lloyd
McCoomb, President and Chief
Executive Officer of the Greater
Toronto Airports Authority.
Toronto Pearson Today Second Quarter 2008 9
During the week of May 25 to 31, the GTAA participated
in Ontario’s fi rst ever Energy Conservation Week.
Some of the efforts put forth to support the week
included reduced lighting in Terminals 1 and 3 and reduced use
of heating, ventilation and air conditioning (HVAC) systems, as
well as the operation of only one LINK Train helped to reduce
energy consumption.
“The GTAA is serious about acting responsibly, saving
energy and reducing greenhouse gases,” said Irene Hawrylyshyn,
General Manager of Corporate Social Responsibility and Cultural
Affairs. “Through our commitment to Energy Conservation
Week, we hope to help further educate both the public and our
employees about the importance of conserving energy.”
Craig Rock, Manager, Energy Management, led various
lunch and learn sessions where he offered GTAA employees
tips for saving energy at work and at home. Employees had the
opportunity to watch the Ontario Power Authority’s conservation
video: “Think, Believe, Act”. All employees also received a list of
energy conservation tips.
Energy Conservation Week is led by the Ontario Power
Authority (OPA) and builds on other energy conservation events,
such as Earth Hour, to create a ‘culture of conservation’. The
week is geared towards educating the public about new ways
to take collective action to change their lifestyle by making small
modifi cations with respect to energy use, both at home and
at work.
OPA has launched www.energyconservationweek.ca in
conjunction with the week to provide tips about how to conserve
energy, an energy conservation forum, a regional events calendar,
and several other resources.
In addition to participating in Energy Conservation Week,
the GTAA’s Energy Conservation Program, which was established
in 2005 to identify and implement energy reduction measures,
achieved a number of milestones that has helped save a total of
$10,911,245. To date, signifi cant achievements include:
CONSERVATIONGTAA’S CULTURE OF
Toronto Pearson International Airport has joined the
global aviation industry in a declaration on climate
change that was signed by industry leaders at the
Aviation & Environment Summit in Geneva, Switzerland.
More than 300 of the world’s airports have also signed the
declaration.
While aviation only accounts for two per cent of global CO2
emissions, today’s declaration was designed to demonstrate
and strengthen the industry’s commitment to introducing
technological, operational and effi ciency advances to reduce its
impact.
Lloyd McCoomb, President and CEO of the Greater Toronto
Airports Authority (GTAA), said: “In signing up to the declaration,
the GTAA has reaffi rmed its commitment to the environment.
We will work with all players across the industry to target
carbon-neutral growth as a step towards a carbon-free future
for aviation.”
The GTAA is committed to continued work in the areas
of stormwater management, creek rehabilitation, pollution
prevention, energy management and recycling. Work also
continues with all airline partners to effectively manage aircraft
activity in such a way that fuel consumption is minimized
whenever possible.
RIDE IN GREEN LUXURYI
n early May, Pacifi c Western unveiled a fl eet of luxury
green motor coaches for their Airport Express service.
Linking Toronto Pearson International Airport to nine loca-
tions in the downtown Toronto core, the coaches offer a conve-
nient, economical and green way to get to and from the airport.
At full occupancy, the fully accessible coaches take up to 54
passenger vehicles off the road, reducing each passenger’s CO2
emissions by up to 85 per cent and proving to be 475 per cent
more energy effi cient than a hybrid car.
The new coaches produce 55 per cent less nitrogen oxide
and 90 per cent less particulate matter (soot and ash) than the
2006 model. They are manufactured by Prevost, a Canadian fi rm
that is the fi rst motor coach manufacturer in North America to
receive ISO 9001:2000 certifi cation for quality and ISO 14001
certifi cation for environmental protection in their manufacturing
process.
“Whether you’re hoping to save money, time or the
environment, Airport Express is the way to go,” said Mark
Hannah, Vice President, Motorcoach Operations.
In addition to the many environmental benefi ts afforded by
the new coaches, they also boast numerous luxury and safety
features. All coaches are fi tted with leather seats, power outlets,
and mobile Wi-Fi technology. This is also the fi rst fl eet in Ontario
to be fi tted with seat belts.
“There is no better way to travel between downtown Toronto
and Pearson airport,” said Hannah. “Why take a cramped cab or
a costly limo when you can ride in green luxury?”
The Airport Express runs between Toronto Pearson and
downtown Toronto, 80 times a day. Operating 20 hours a
day, coaches depart both terminals every 20 to 30 minutes.
More information about the service can be found at
www.torontoairportexpress.com.
THANKS!The 2008 Toronto Airline Operators Committee recently raised
$12,500 for Autism Canada and would like to thank all of the
sponsors and participants of this year’s Charity Golf Classic:
Imperial Parking Corporation (Impark) has been selected
to manage all parking facilities for the GTAA at Toronto
Pearson International Airport.
Impark will manage all facets of the GTAA’s parking
operations and traffi c management, customer service including
responsibility for Toronto Pearson’s valet parking service and
oversight of the Autopay stations. The contract runs from May
1, 2008 to April 30, 2013, with the GTAA holding the option to
extend the contract for up to two years.
“Pearson Airport is not only Canada’s largest airport, but a
prominent institution within the region of Toronto,” said Gordon
Craig, Impark’s Vice President for Eastern Canada. “We are eager
to leverage our experience and dedication to client and public
service on behalf of the GTAA as their new parking operator.”
Toronto Pearson is Canada’s largest parking facility with
more than 26,000 spaces spread over three multi-level parking
structures and fi ve surface lots, serving travellers, visitors, and
all airport workers. Imperial Parking Corporation, headquartered
in Vancouver, B.C., is the largest parking management company
in Canada with more than 1,900 locations throughout North
America and approximately 4,000 employees.
IMPARK GETS TOP SPOT
COMMITTEDTO CLIMATE CHANGE ACTION
• year-to-date energy consumption is down 3.1 per cent as
compared to 2007
• the only airport in North America to join Earth Hour
• T3 parking garage lighting retrofi t project
• applied for funding from the Building Owners and Managers
Association for the T3 parking garage
• worked with engineering for improvements to the 6B parking
garage
• Working with Energy Advantage to implement a Demand
Response 3 program offered by the OPA
• joined the editorial advisory committee for Energy
Procurement & Conservation, a national trade magazine dealing
with energy conservation
10 Toronto Pearson Today Second Quarter 2008
Toronto Pearson prides itself on it’s exceptional custom-
er service. Whenever possible, our staff will do all they
can to ensure passengers get to where they’re going
most effi ciently. On Friday, June 20, 2008, the Terminal Services
Manager (TSM) Eduin Fernandes at Terminal 3 received a call
that ultimately displayed the GTAA’s commitment to passenger
care in sensitive situations, even though the story had a bitter-
sweet ending.
The call came from the Director of the Brampton Civic Hos-
pital asking if an arriving passenger on a British Airways fl ight
could be expedited through the terminal to the curb. At the hospi-
tal was a terminally ill patient with not much time to live, and the
arriving passenger was the patient’s 84 year old father.
After much coordination with several agencies including
Canada Border Services Agency, British Airways and the Air-
port Customer Assistance Program (ACAP), TSM-Fernandes and
Superintendent Pierre Campeau were able to get the passenger
to the curb to meet his grandson in minimal time. He was cleared
through customs at the gate, ACAP used a wheelchair to take
him to the curb and British Airways agent Bill assisted with the
Punjabi language.
Even though the GTAA team received this request with very
little notice, they were able to put a plan together to expedite the
passenger through fairly quickly.
A few days later, the Hospital’s Director called and thanked
the GTAA for all their help. The passenger arrived at the hospital
in time to speak with his son, who unfortunately passed away
fi ve minutes later.
CUSTOMER SERVICE
Do you know an employee that deserves to get noticed for going that extra mile when it comes to 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].
A major snag for any traveller is a delay, especially when
you have a connecting fl ight to catch. On a recent trip
to Toronto, Kathryn Stewart got separated from her
luggage due to a string of delayed and rerouted fl ights from the
U.S. However, with the help and co-operation of a knowledge-
able GTAA Customer Service staff member, she was eventually
reunited with her luggage, but more importantly went home with
a great impression of Canada and Toronto Pearson. The following
is an excerpt of her letter.
I would like to commend Jasmine at the customer infor-
mation counter outside baggage claim/customs in Terminal 3. I
had arrived in Toronto on United Airlines/Air Canada after two
itinerary reroutings. My fi rst fl ight from LAX was delayed and
therefore I could not make the connection in Salt Lake to my
Toronto fl ight. I was rerouted via Denver to Cincinnati so that I
could rejoin a Delta Flight from Cincinnati to Toronto. However,
the Cincinnati fl ight was also delayed so I was rerouted to To-
ronto on United Flight 8426 operated by Air Canada. I had been
told on my fi rst reroute by United that the bags would meet up
with me in Toronto, so I went to the Delta terminal after I arrived
because the bags would not have been aware of the last rerout-
ing done in Denver.
Jasmine pleasantly explained the Canadian Law that Air
Canada must be the location for my bag claim, but she also
contacted Delta baggage claim agents on site directly to see if
my bags had actually come in – and on her way off shift, she
physically went to check if she could see my bags. Unfortunately,
the bags were not there and did not come back to me until the
next day.
I was impressed with the way in which she took my problem
seriously and dealt with the situation by both attending to my
concerns and executing policy guidelines in a kindly way. She’s
an outstanding employee and a good ambassador for Canada
and the airport. Please pass along my regards for her outstanding
service!
The following letter was sent by Mr. John Scott who,
on a recent visit to the airport, was impressed by the
many acts of honesty and thoughtful consideration he
witnessed by custodial staff.
On May 28, my family and I fl ew back from Newfoundland.
Once we landed, my young daughter decided to change into her
shorts in the women’s restroom in the baggage area, and ended
up accidently leaving her favourite pants on the fl oor. I went back
that night to see if I could fi nd them, but couldn’t fi nd them. The
fact they were gone is not my point.
I went to ask a cleaner if he knew which women might have
cleaned that washroom. He took me to the other end of T3 and
made sure I connected with another cleaner and was generally
very nice, polite and interested to help. The other cleaner was the
same. I asked him if I could speak with the supervisor. She came
and again, was very polite and professional although she thought
the pants may have been put in the garbage. She suggested I go
to Lost and Found, which I did.
In line before me was a cleaner who was turning in
something that an English passenger had left in an airport
restaurant. I suddenly became aware that the people I had just
interacted with all were consistently, thoughtful, interested,
honest and nice people. Given that their job is not easy and
means cleaning up after lots of less thoughtful people, I thought,
Wow..these employees are pretty impressive. I bet you get more
complaints than compliments but this is a compliment to the
great people who help keep your airport looking great.
On June 22, Mr. Dave MacDonald was travelling home
to Moncton from Toronto. Not being used to travel-
ling with his laptop, he accidently left it at the secu-
rity gate and did not realize it was gone until he had already
boarded the plane. Not sure what to expect would happen to
his laptop, Mr. MacDonald contacted the Terminal 3 Lost and
Found when he got home. Due to the friendly and professional
help of GTAA staff members there, he was able to get his lap-
top back. The following letter was received commending the
airport’s excellent customer service.
I was very lucky in two ways. Your security staff made
sure the laptop was turned in (and not taken out on the runway
and blown up, as they might have done in Europe!) and it
ended up in the very capable hands of Kirat, your Terminal 3
lost and found person. She really could not have been more
friendly, professional and helpful. She made sure I knew what
was happening to the computer, gave very clear information
about how to recover it, and smoothly set up the process of
getting the machine back to me, via courier.
When I thanked her, she said “I’m just doing my job”. We
all know there are enough workers out there who don’t see
courtesy and effi ciency as a necessary part of their job, but
Kirat so clearly does. She (and the staff at the security gate)
deserve my heartfelt gratitude.
Thanks, Kirat! I’ll keep a closer eye on my laptop
next time.
The GTAA is committed to the belief that the needs of the traveller always come fi rst. 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.
Great customer service at Toronto Pearson doesn’t
only extend to the travelling public. Melanie Cor-
rente, an Air Canada Flight Attendant, discovered
this fi rst hand when she was helped by Anthony Borg, Mobile
Traffi c Patrol Offi cer, in the employee parking lot.
In March 2008, I accidently locked my keys in my car.
Just as Mr. Borg was going to lunch, he cancelled his personal
plans to rescue me, as I was running out of time for my fl ight.
Not knowing what to do or who to reach, Mr. Borg took charge
of the entire situation and also comforted me. Within half an
hour I was on my way, with only 45 minutes to make it to the
North Lounge. Please acknowledge my sincere regards to Mr.
Borg, for having helped me on his personal time. In my fi ve
years of working at Toronto Pearson, I have not seen many
people with this level of work ethic. Please let him know that
he saved the day.
SENSITIVE SITUATION
LASTING IMPRESSION
CLEAN COMPLIMENT
LAPTOP LUCK
UNLOCKED, ON TIME
Toronto Pearson Today Second Quarter 2008 11
Be aware of Suspicious Sam and you could win a prize!
Randomly throughout the year, Suspicious Sam goes
out to test employees throughout the airport. Alert em-
ployees who stop and question Sam receive a $50 reward on the
spot. Eventually, all recipients get their names put into a draw for
a $500 reward.
On April 25, GTAA Human Resources Student Angela Stub-
bert took on the role of Suspicious Sam to award alert employees
for their commitment to safety and diligence on the job.
Vijay Velupillan, UPS Senior Warehouseman, stopped Stub-
ber as she attempted to walk through the UPS cargo area at Vista
Cargo and threatened to report her to police.
Daniel Dostanic, Swissport Ramp Supervisor and Continental
Airport Sales Agents Loreta Cantu and Maria Durand questioned
Stubbert as she walked along the apron at B10. When they deter-
mined that she did not have the appropriate access and wasn’t
supposed to be there, they told her to stay put while they called
security.
The Suspicious Sam Award recipients should be commend-
ed for their awareness and quick thinking on the job.
All airport employees are encouraged to speak up if they see
someone where they shouldn’t be.
CONGRATS!W
e win awards! Please join us in congratulating
the latest award recipients at Toronto Pearson.
Congratulations to Hatch Mott
MacDonald, who were presented with
the Civil Engineering Award of Merit in
the Transportation category at the Con-
sulting Engineers of Ontario Awards dinner on June 5, for
their work on Terminal 1.
The terminal development project, phased over eight
years, incorporated airside and civil engineering services,
aprons, new taxi lanes, enabling works, decommissioning and
demolition of some 20 buildings and the provision of passen-
ger boarding bridges and ramp services in support of the new
terminal.
Congratulations also go out to Toronto
Pearson’s Starbucks Kensington Marketplace
and Terminal 3 locations, who were awarded
Starbucks Gold Cup Awards in 2008.
The Starbucks Gold Cup Award recog-
nizes excellence in both customer service and effi cient store
operations. This performance incentive program requires a
store to average 95% or above in its review scores for the
quarter.
This quarter, all three shops scored 95% or higher, with
legendary scores of 5, 5, 4 (average score of 4.5). Starbucks
uses an outside agency to evaluate their stores on service,
product quality, cleanliness, speed of service and legendary
service. Legendary service is based on personal recognition,
the focus on customer needs and initiated conversation with
customers.
Congratulations on a job well done!
SUSPICIOUS SAM
Suspicious Sam winners with HR Student Angela Stubbert, from left: Vijay Velupillan, Daniel Dostanic, Loreta Cantu and Maria Durand
12 Toronto Pearson Today Second Quarter 2008
SAFETY AWARDSOn May 26, 2008, Public Safety Awards were handed out to deserving GTAA employees, whose quick thinking and call to action went above and beyond the call of duty.
The recipients were awarded by Howard Bohan, GTAA Vice President, Operations and Customer Experience, with a plaque to thank them for their efforts.
Brian Connolly and Gord Lockerbie,
Millwrights, GTAA, were sent to a call that a
cable was disconnected from a Ground Power
Unit (GPU) for a bridge at the Infi eld Terminal.
Upon arrival, the two noticed that the cable
was actually a high voltage cable that was fully
exposed and on the ground. The apron area
was full of aircraft parked on gates. Although
not electricians, the two men reacted quickly by
shutting off the main power to the bridge.
On September 18, 2007, Peel Regional
Police (PRP) were on a call regarding a potential
credit card fraud. While attempting to arrest the
suspects, they fl ed the scene, running towards
Terminal 3 parking garage. Police were able to
catch one suspect but the other got away and
entered a stairwell.
Mario Bolat, GTAA Terminal Operations,
watched the event unfold and followed the
individual when Police were unable to keep up.
The man jumped into a limo, but when Bolat
attempted to stop the limo, it drove away. Bolat
caught the licence plate and a description of the
driver and reported it to Police, possibly leading
to the arrest of the second suspect.
Bolat went above and beyond the call of
duty in an attempt to apprehend the suspect, for
this he should be commended.
On September 23, 2007, Rocco Papan-
drea, Plumber, GTAA, entered the restricted
area through Gate 302 and spotted a passenger
walking through the apron area. When asked
as to what he was doing, the man replied that
he was lost and looking for a Greyhound bus.
Papandrea notifi ed Airport Operations Control
Centre (AOCC) of the situation. The Senior Re-
sponse Offi cer arrived on scene and took con-
trol of the situation until PRP arrived. Police as-
sessed the situation, deeming it to be low risk
after Transport Canada reviewed the event. The
offender was released into a waiting cab.
On Friday, October 19, 2007, at 9:55 a.m.,
Rose Petgrave, Security Monitor, Ideal Parking
Inc., was performing her daily facility check
when she noticed an individual attempting to
gain entry to multiple vehicles. Petgrave called
Intercon Security and an Ideal Parking Customer
Service Representative (CSR) immediately.
While Petgrave was in communication
with Security and the CSR and maintaining
visual contact via camera, the individual gained
entry to a vehicle, and was inside when security
arrived. Security contained the person in the car
until PRP arrived to make an arrest.
Petgrave should be commended for her
quick action in loss prevention. Her actions were
imperative in the arrest during this situation.
Had she not responded in this manner, the
vehicle or its contents may have been stolen,
and this individual may have returned as a
repeat offender.
In February, 2008 at 10:30 p.m., while on
snow removal duties, Darren Lalonde, General
Foreman, Dufferin Construction, noticed an
employee from another company driving a cube
van strike the wing of a Northwest DC-9 parked
at Gate A3. Lalonde decided to park his loader
and tell the other driver what he had done and
that he should report it, but by the time he had
parked his vehicle, the other driver was leaving
the scene.
Lalonde noted the van’s number, reported
it to AOCC and informed the Aeronaut manager
on duty. The driver’s Airside Vehicle Operations
Permit (AVOP) and Restricted Area Identifi cation
Card (RAIC) were confi scated as a 2 x 2 in. dent
was found on the leading edge of the wing that
matched damage on the van.
Without watchful eyes like Lalonde’s, the
incident may not have been reported at all and
he should be praised for his attentiveness and
airside awareness.
Safety award recipients from left: Rose Petgrave, Darren Lalonde, Gordon Lockerbie, Brian Connolly and Mario Bolat, with Howard Bohan (second from right).
A.S.P. Security Services proudly supports
the GTAA Toronto Pearson Runway Charity Run
in support of the William Osler Health Centre
Toronto Pearson Today Second Quarter 2008 13
PEARSONatGoing behind the scenes with the people that make the airport work.
PEOPLE
DAN MARCHESSAULTFLIGHT INSTRUCTOR, AIR CANADAC
leared for landing and with eyes to the
runway, I shift the joystick slightly—
adjusting to the fl ights radar and
keeping the plane steady. The increase in wind
speed and icy weather conditions are enough
to warrant extra caution when touching down.
With a slight dip forward, the aircraft hits the
tarmac with an unusually hard jolt—not bad,
considering it is my fi rst time fl ying.
Now safely landed, the check pilot resets
the fl ight simulator and programs a new fl ight
scenario. But, sitting in the pilot’s chair of
the Airbus A320 fl ight simulator, there wasn’t
anything fake about that fl ying experience.
The interior of the cockpit is an exact
duplicate of a 92,000 lb aircraft, with each
button, switch and peddle made to emulate
actual fl ying conditions. My fl ight instructor and
co-pilot on-hand is Dan Marchessault, check
pilot for Air Canada. For more than 20 years,
he has observed and evaluated pilots to ensure
the highest in profi ciency and performance
standards.
While there are few that would pay for the
privilege to use Air Canada’s 20 million dollar
fl ight simulator, at a cost of approximately
$1,000/hour, its primary purpose is to prepare,
train and test commercial airline pilots.
“The number one priority is safety. You
have to have someone who has seen landings.
The bottom line in this industry is you rely on
the experience of the pilot. Experience is a big
deal when solving a critical situation,” says
Marchessault. “There is no correlation between
having a University degree and being a good
pilot. You could be very good in a classroom
setup but being in a real situation or fl ight
simulator, it is a whole different ball game.”
To meet the qualifi cations of a pilot,
one must have at least 5,000 hours of fl ight
experience either on a simulator or on an
aircraft. They must also undergo months of
training inside a classroom environment.
Those able to make it into this competitive
fi eld are then required to spend one day every
year getting a refresher on training. “You have to
keep your procedures up to par, “ Marchessault
says. “It is very, very rare to have someone not
meet expectations. This is the ultimate job, so
when you’re here, you know to keep it.”
These standards, set by Air Canada, ensure
that all pilots are consistent with procedures
and safety regulations.
Marchessault says that it’s a very
methodical job. There is always a pilot fl ying
and a pilot not fl ying and they both have their
specifi c responsibilities. Prefl ight procedures
can take a minimum of an hour and a half
before take-off.
“It’s a job where you have to know
your stuff. You can guarantee that if you
are not meeting the standard, there will be
consequences and that pressure is constantly
there,” says Marchessault, “I have the
delegation from Transport Canada to verify the
standard. There is a criteria that they have to
meet and procedures that they follow.”
“The bottom line in this industry is you rely on the experience of the pilot. Experience is a big deal when solving a critical situation.”
From left: Air Canada’s Airbus A320 fl ight simulator; Air Canada fl ight instructor Dan Marchessault showing how it’s done; the view from the cockpit.
Story by Kate Vanderburgh, GTAA
14 Toronto Pearson Today Second Quarter 2008
Air Canada has added two new U.S. transborder routes
with non-stop service to Grand Rapids, Michigan,
three times daily, and Dayton, Ohio, twice daily.
Flights are timed to offer convenient connections at Air
Canada’s main Toronto hub to and from numerous cities. The
carrier serves across Canada as well as its direct international
services to major gateways in Europe and Asia. Flights will be
operated on behalf of Air Canada by Air Georgian using 18-seat
Beechcraft aircraft.
Flights will depart Toronto for Grand Rapids at 8 a.m., 4:25
p.m. and 9:05 p.m. and will depart Grand Rapids for Toronto at
6:35 a.m., 10:20 a.m. and 6:20 p.m. The new Grand Rapids service
offers convenient connections with Air Canada to Canadian cities,
as well as destinations such as London Heathrow, Frankfurt, Tel
Aviv, Hong Kong, Beijing, Shanghai and Tokyo.
Flights bound for Dayton will depart Toronto at 2:30 p.m. and
6:55 p.m. and will depart Dayton for Toronto at 9 a.m. and 4:40
p.m. The Dayton service will allow for convenient connections
with Air Canada to cities across Canada as well as London
Heathrow, Frankfurt, Madrid, Dublin, Rome, Tokyo and Sydney
via Vancouver.
In addition, Air Canada Jazz has also inaugurated two new
U.S. transborder services from Toronto: the only twice-daily new
year-round, non-stop service between Toronto and Richmond,
Virginia, and the only daily, non-stop Toronto to Austin, Texas
service.
Flights will depart Toronto for Richmond at 8:40 a.m. and
4:50 p.m. and depart Richmond at 11:10 a.m. and 7:25 p.m. All
fl ights are operated using 37-seat, Jazz Dash 8 aircraft. Flights
are timed to provide convenient connections in Toronto to and
from cities across Canada, as well as London Heathrow, Frankfurt
and Zurich.
Austin bound fl ights will depart Toronto at 1:20 p.m. and
arrive in Austin at 3:40 p.m. The return fl ight will leave Austin at
4:15 p.m. and arrive in Toronto at 8:25 p.m. All fl ights are operated
using 75-seat, Bombardier CRJ-705 Jazz regional jet aircraft,
featuring both Executive and Economy class and personal audio-
video entertainment at every seat.
“With the introduction of these new non-stop routes serving
the United States, Air Canada is further extending its network,
offering the most non-stop fl ights to the most U.S. cities of any
carrier between Canada and the U.S., to directly serve these
business communities,” said Daniel Shurz, Vice President,
Network Planning. “These new services to and from our main
Toronto hub offer convenient access, not just to fl ights across
Canada, but also with our direct fl ights to major cities in Europe
and Asia using brand new connection facilities, all under one
roof.”
NON-STOP TO THE U.S.AIR CANADA ADDS NEW ROUTES
CANADA-EUROPE U
pon conclusion of his participation at the fi rst meet-
ing of the International Transport Forum in Leipzig,
Germany on May 28 to 30, 2008, the Honourable Law-
rence Cannon, Minister of Transport, Infrastructure and Commu-
nities took the opportunity to refl ect on the considerable progress
that has been made in the negotiations towards establishing an
Open Skies-type air transport agreement between Canada and the
European Union (EU).
“Canada remains strongly committed to concluding a com-
prehensive Open Skies agreement with the European Union,
consistent with current Canadian policy and legislation,” said
Minister Cannon. “The basis for an agreement appears to be
within reach.”
Successful negotiations would bring the legal certainty that
the EU has sought to allow EU carriers to fl y from any point in the
EU to any point in Canada. An agreement would also ensure that
a level-playing fi eld exists for market access to Canada for all EU
Member State airlines.
“Canada is pleased that negotiations have progressed
well,” affi rmed Minister Cannon. “Signifi cant work has already
been completed, which has involved compromise on both sides.
We look forward to an early conclusion and the signifi cant ben-
efi ts the agreement would provide to Canada, the EU, and indi-
vidual EU Member States, including increased air services by EU
Member State carriers to Canada.”
Three rounds of negotiations have taken place since the
last Canada-EU Summit, in June 2007. It was there that Cana-
dian Prime Minister Stephen Harper, the German Chancellor
and then EU President Angela Merkel, as well as the President
of the European Commission José Manuel Barroso, agreed to
launch formal negotiations toward a comprehensive air services
agreement between Canada and the European Community and
its Member States.
An agreement would open Toronto Pearson up to new Euro-
pean routes and destinations, and further solidify its position as
a gateway hub to Canada.
The Canadian Airports Council (CAC) recently said that
several recommendations in the federal government’s
Compete to Win report represent a good approach for
improving the competitiveness of Canada’s aviation sector.
“The Competition Policy Review Panel recognizes the value
that the aviation sector brings to Canada’s economic future,” said
CAC President and CEO Jim Facette. “We urge the government to
carefully consider its recommendations.”
The CAC, who serves as the voice of Canada’s airports,
supports the recommendations, which affect industry costs,
Open Skies agreements with the European Union and airline
foreign investment.
“We agree that the Canadian industry is currently at a
competitive disadvantage to the U.S. because of the U.S.-EU
agreement,” Facette said. “Successfully completing Canadian
negotiations on a Canada-EU Open Skies agreement has
economic importance for the nation.”
The CAC notes that the EU agreement is only part
of the story. The U.S. has 92 Open Skies agreements.
Canada only has fi ve. There are other important markets
with which Canada has restrictive agreements and recent
agreements have been far less than Open Skies. The CAC
has requested to participate as observers in talks, which
would allow community interests to be represented and
would better enable airports to understand the dynamics
of what is going on in individual markets.
More Open Skies agreements would enable Toronto
Pearson to expand even further as a gateway hub, allowing
travellers a wider scope of destinations.
OPEN SKIES AGREEMENT IS NEAR
CAC SUPPORTSCOMPETE TO WIN REPORT
Toronto Pearson Today Second Quarter 2008 15
The Honourable Lawrence Cannon, Minister of Transport,
Infrastructure and Communities, recently announced
designations to tropical locations that will now make
escaping to the sun a little easier.
Sunwing has been designated to operate scheduled
international air services between Canada and Barbados.
“I am pleased that Sunwing’s designation will provide
additional airline choices for Canadians travelling between
Canada and Barbados,” said Minister Cannon.
This latest designation was made possible by the bilateral
air transport agreement recently concluded between Canada and
Barbados. The agreement permits each country to designate any
number of airlines for the operation of scheduled air services to
and from Canada. In addition, there are no limits on the frequency
of fl ights each designated airline is allowed to operate.
Also announced was the designation of Air Canada, Air
Transat, Skyservice Airlines Inc., Sunwing Airlines Inc., and
WestJet Airlines Ltd., to operate additional air services between
Canada and Mexico.
“These increased services will provide more options for
Canadians travelling and shipping goods to Mexico,” said Minister
Cannon. “The increase in scheduled air services represents our
government’s commitment to maintaining strong air links with
our international partners, and is a great example of continued
growth in the Canadian airline industry.”
Destinations from Toronto include Huatulco, Cancun, Puerto
Vallarta, Cozumel and San Jose del Cabo.
SERVICE TO THE TROPICS:APPROVED
WestJet was recently granted the federal
government’s designation to provide increased
scheduled service to Mexico.
Sean Durfy, WestJet President and Chief Executive Offi cer,
said these designations are a continuing expression of the
government’s confi dence in WestJet to provide Canadians with
high-value, low-cost travel.
“This announcement today is another step forward in
our strategic plan, which includes signifi cant international
expansion,” he said. “Our ability to deliver our exceptional guest
experience to Mazatlan and San Jose del Cabo has now resulted
in further designations from the Transport Minister. We appreciate
the minister’s confi dence and look forward to providing service to
these new and exciting destinations in Mexico.”
In addition to the designation, WestJet has recently
announced their enhanced winter schedule, which includes the
addition of four new sun destinations and increased frequencies
to existing destinations.
The four new international sun destinations offer non-stop
service from Toronto to Bridgetown, Barbados; La Romana,
Dominican Republic; and Cancun and Puerto Vallarta, Mexico.
“Our winter schedule responds to Canadian travellers’
needs by allocating approximately 30 per cent of our scheduled
capacity to our 22 destinations in the United States, Mexico and
the Caribbean,” said Bob Cummings. “WestJet’s unique guest
experience, award-winning culture and high-value low-cost
model will enable us to strategically increase our international
presence in the years ahead.”
“The addition of Barbados, La Romana, Cancun and Puerto
Vallarta truly show the progression of our international expansion
into sun spots,” Cummings said. “The increasing number of
international sun destinations in our winter schedule refl ects our
goal to make WestJet and WestJet Vacations the leading airline
and vacation provider into Mexico and the Caribbean.”
The enhanced winter schedule also includes increased
frequency to Los Angeles, Las Vegas, Phoenix, Palm Springs,
Orlando, Honolulu, Maui, Cabo San Lucas, Mazatlan and
Nassau.
By November 2008, WestJet will fl y to 51 destinations,
22 of which are sun destinations in the U.S., Mexico and the
Caribbean. By 2013, WestJet will fl y to over 65 scheduled
destinations.
WESTJETTING TO THE
CARIBBEAN Air India has moved its operations from Terminal 3 to
Terminal 1 to join its future Star Alliance partners.
Star Alliance is the largest airline network in the
world, offering nearly 18,000 daily fl ights and serving more
than 950 destinations in 160 countries. Air India is expected to
be a full Star Alliance member by February 1, 2009.
With their new home in Terminal 1, Air India passengers
will benefi t from reduced transfer times when connecting
between fl ights operated by Star Alliance partners, as well as
easy access to the numerous other airlines operating out of
Terminal 1.
The primary check-in counters for Air India will be on the
Departures level (Level 3) at Aisle N. Flight information display
screens located throughout the Departures level will provide
passengers with exact check-in counter locations.
Air India currently operates three weekly fl ights between
Toronto and Amritsar with a stop in Birmingham, U.K. Flights
currently operate on Wednesday, Friday and Sunday, arriving in
Toronto at 6:30 p.m. and departing at 11:30 p.m.
AIR INDIA’SNEW HOME
A new air transport agreement with the Republic of
Panama, a long-standing bilateral partner in Central
America, was announced recently by the Honourable
Lawrence Cannon, Minister of Transport, Infrastructure and
Communities, and the Honourable David Emerson, Minister
of Foreign Affairs and International Trade and Minister for the
Pacifi c Gateway and the Vancouver-Whistler Olympics.
The agreement puts in place a new, modern framework for
scheduled air services between Canada and Panama, consistent
with Canada’s Blue Sky policy.
“The new agreement will benefi t passengers, businesses,
air carriers and airports through a greater range of travel options,”
said Minister Cannon. “I am pleased to announce the conclusion
of a new air transport agreement with the Republic of Panama, a
close bilateral partner of Canada.”
Airlines from both countries can serve any point in each
others’ territory, with greater fl exibility for establishing airfares,
and greater certainty surrounding operational business issues.
The agreement also includes strong safety and security
provisions, refl ecting the importance that both countries attach
to these subjects.
“Canada greatly values its long-standing relationship with
Panama,” said Minister Emerson. “This achievement further
refl ects this government’s commitment to open new air links with
key bilateral partners to facilitate growth in trade, investment
and tourism.”
With air travel, trade and investment between Canada and
Panama growing, this agreement marks another step forward
in Canada’s engagement in the Americas. The agreement
also complements Canada’s recently launched exploratory
discussions with Panama on a possible Free Trade Agreement. In
2007, bilateral merchandise trade between Canada and Panama
totalled $115 million, with Canadian exports accounting for
$86.4 million and imports totalled $28.7 million. From 2005 to
2007, Canadian merchandise exports to Panama increased 44
per cent.
Air carriers from both countries have shown an interest in
operating scheduled air services between Canada and Panama, and
are currently reviewing their plans in light of the new agreement.
CENTRAL AMERICANEW AIR AGREEMENT WITH PANAMA
16 Toronto Pearson Today Second Quarter 2008
SHOP DINEandAn exploration in taste and shopping at Toronto Pearson.
If you fi nd yourself suffering from hunger pangs the next
time you’re travelling or dropping off a loved one, keep in
mind that Toronto Pearson has a great selection of pre-
security food outlets to please just about every palate.
One such option available to send your taste buds on a
journey of their own is the Expedia.ca Café. The website themed
café has something to offer everyone from travellers looking for
a wholesome family meal to those wanting a fi lling feast but
who need to fi nish up some work to send to the offi ce.
Expedia.ca is a full service, sit-down restaurant, located on
Departures Level of Terminal 1. Conveniently located before the
passenger screening checkpoints, it offers travellers and well-
wishers the opportunity to have a satisfying meal before saying
goodbye, to host a meeting, or to unwind before or after a long
fl ight. Televisions located around the restaurant keep patrons up
to date on all of the big games while free high-speed internet
offers another opportunity to get some work done at the airport.
The fi rst Expedia Café opened in 2000 in San Jose,
California. Being Silicon Valley, travellers were plugged in and
connected and needed somewhere to work while waiting for their
fl ight. HMSHost, operators of concession locations in airports
worldwide, recognized this need and approached internet-based
travel agency Expedia to discuss collaboration. With the obvious
partnership of a top online travel site and a world-renowned
concessions leader, the website themed café was created.
Hoping to appeal to not only the business traveller but also
to the general public, the café opened with all of the necessities
for a relaxing meal or a place to get down to work. Travellers
were treated to free high-speed internet, plugs to charge laptops
and mobile phones, and televisions for entertainment during
longer waits.
By 2004, it became clear that the Expedia Café format was a
success. After joining with Expedia.ca, the website themed café
opened its doors at Toronto Pearson. Toronto is the fi rst Canadian
location for the Expedia.ca Café brand and has been a continuing
success.
“Expedia.ca offers Toronto Pearson travellers a way to make
their journey more pleasant, providing them a place to sit back,
plug in, log on and fuel up,” says Stan Novack, Vice President,
Concept Development for HMSHost.
As a result of the café’s ongoing success the restaurant has
recently undergone some delicious changes. Rejuvenated with
new décor and tableware, the café has launched a new menu.
Whether you are looking for a light lunch or a delectable dinner,
the new menu offers a little bit of everything to suit your mood.
A favourite appetizer at the café is the baked brie. This
tempting starter is brie cheese, topped with apricot chutney
and served with baguette and granny smith apple wedges for
dipping. Other top picks include the coconut shrimp as well as
the selection of cilantro tabouleh, hummus and baba ghanouj
served with pita points, known as the Mediterranean Trio.
As an entrée, the pan fried Cajun catfi sh is not to be missed.
A close second in terms of popularity is the sliced turkey breast
sandwich known as the Bacon Panini. Stacked high with swiss
cheese, sliced red onion, cucumber, sun-dried tomato, bacon,
avocado spread and balsamic vinaigrette, this sandwich served
on a multi-grain bun is both nutritious and delicious.
“The latest changes combine the original unique atmosphere
with added upscale options while maintaining reasonable
pricing,” says Novak. “We continue to improve the innovative
Expedia.ca Café and are always looking to surpass needs of the
travelling public.”
Next time you’re at Toronto Pearson, stop by the Expedia.
ca Café for a meal and stay for the game. Happy travels are only
bites away with a charged BlackBerry, an empty inbox, and a full
stomach.
Expedia.ca Café is located on the Departures Level of
Terminal 1, at the end of Aisle B, and is open daily from 11 a.m.
until 9 p.m.
Some of the specialties at the Expedia.ca Cafe (L-R): the baked brie topped with apricot chutney served with baguette and apple wedges; tables with connection outlets for the business traveller or
anyone needing to charge their phone or laptop; the Bacon Panini and fries.
EXPEDIA.CA CAFE
Toronto Pearson Today Second Quarter 2008 17
ART EXHIBITIONSandBecause there’s plenty to take in before and after your fl ight.
Can you imagine typing without being able to see the
paper? Or typing one character at a time by sliding a
bar back and forth? Early Typewriters: Gateway to the
Information Age presents the early history of typewriters. More
than 40 machines from the late 19th and early 20th century are
featured in this exhibition in the Malton Airport Gallery.
Today’s keyboards provide an essential entry point for
global communication and help defi ne the personal and business
technology of our “information age”. The original keyboards –
typewriters - have largely been ignored as cultural artifacts but
their impact on life in the 20th century was considerable. Along
with other machines of communication, the typewriter helped
create the modern world.
Lee Petrie, the Curator of the GTAA’s Cultural Programs,
recognized that this exhibition would appeal to airport passengers
and staff alike. Keyboards are virtually universal in the developed
world - even though few people today use actual typewriters,
almost everyone uses a keyboard on a home or workplace
computer. Her eye was also caught by the beautiful designs of
many of the machines, particularly those with wood components
and inlaid decorative details. Aesthetics were just as important
then as they are now to designers of computer, laptops and
personal electronics.
This exhibition not only shows important early means of
communication but also reveals the passion of one collector.
Martin Howard provided all of the machines for the show.
Howard was born in Durham, England in 1959. His father began
collecting antique mechanical objects such as butter churns,
seeders and medical implements when he was a child. Growing
up in this environment inspired Howard to form his own collection
of something old and mechanical.
One day, in 1989, he spotted high upon a shelf in a cluttered
junk shop, a very dusty but intriguing item. It turned out to be
a Caligraph typewriter from the early 1880s. He was hooked.
He has been a collector of the world’s fi rst typewriters (1880s
and 1890s) ever since, and has amassed the most important
collection of its kind in Canada. The collection contains many
rare and historically signifi cant machines. Howard’s collection
also boasts a fi ne array of decorated ribbon tins, mechanical
devices, advertising and letterheads from the period.
Rarely does he happen upon a typewriter in an antique shop.
More often he tracks them down through word of mouth and by
displaying typewriters at events and antique shows. His website
also puts him in touch with people and their typewriters.
Howard is passionate about his collection and will go to
great lengths (or heights) to acquire a new machine. On his
honeymoon in New York City, he found a machine at a fl ea
market. Unfortunately he had promised his wife that he would
accompany her to the top of the Empire State Building after
visiting the fl ea market. His arms were quite stiff after waiting
in line for two hours carrying a 25 lb. machine. It may be the only
time a 100-year-old typewriter has visited the top of one of New
York’s foremost landmarks.
By focusing on the development of typewriters, Howard
has acquired machines of unusual design and of great beauty.
In collecting typewriters, he has found an ideal venue to connect
with early machines, to practice and develop conservation
techniques and to be the curator of his own museum.
Howard resides in Toronto with his wife and daughter. His
wife, who fully supports his obsession, requests only that he
limit the machines to his offi ce.
Early Typewriters: Gateway to the Information Age was
originally organized by the Royal Ontario Museum, in co-operation
with Howard. It has been modifi ed by Howard for exhibition at
Toronto Pearson.
All typewriters and accessories on display here are from the
collection of Martin Howard, www.antiquetypewriters.com.
TYPING BACK IN TIME
Crandall New Model, New York – 1884The Crandall was the fi rst typewriter to print from a single element, or “type sleeve”, well before IBM’s “Golf Ball”. This type sleeve is a cylinder, about the size of your fi nger, which rotates and rises up one or two positions before striking the roller, achieving 84 characters with only 28 keys. This typewriter
is lavishly decorated with inlaid mother-of-pearl and hand painted roses.
Columbia 2, New York – 1885The black handle is turned to move the pointer on the dial to select the characters and then the handle is pushed down to type. This is the fi rst typewriter to have proportional spacing and visible typing, where the typist could see what they typed, as they typed. Charles Spiro went on to create many other superb typewriters.
18 Toronto Pearson Today Second Quarter 2008
Air Canada’s Dreams Take Flight held its 19th annual
Dream Flight on May 14. Two Boeing 767 aircrafts,
named Mickey and Minnie, fl ew 265 special-needs,
seriously ill and/or fi nancially disadvantaged children to Walt
Disney World Resort for a full day of excitement. The day started
at 5 a.m. and didn’t end until after midnight, back in Toronto.
The group was sent-off on their
whirlwind vacation by a carnival
themed farewell celebration at Air
Canada’s DC8 hangar on Silverdart
Drive. Children and their families
enjoyed breakfast, entertainment
and even an elephant from the
Bowmanville zoo, while having the
chance to meet the celebrity escorts
accompanying the fl ights. This year’s
escorts included Leafs great Doug
Gilmour, Walter Gretzky, WWE
Superstars Santino Marella and
Mickie James, UFC welterweight
champion Georges St. Pierre, the
Argos’ Obed Cetoute, the Ticats’
John Williams, former YTV host
Stephanie “Sugar” Beard and
magician Danny Zzzz.
On the red carpet were the
Argo’s cheerleaders and Toronto
Police’s motorcycle team, the
Winged Wheels. Upon departure, the excitement grew as fi re
trucks sprayed an arch over the planes as they taxied on the
runway. Especially excited was Gilmour who, like the children
aboard, had never been to Disney World.
At the park, the children divided into groups and spent the
day going on as many rides as they could. Each group also got to
have their photo taken in front of Cinderella’s castle with Mickey,
Minnie, Gilmour and Gretzky. The children and volunteers alike
said that they would like to stay at the park forever.
The entire operation was run by volunteers including the
captains and crew. Many supporters also donate to the cause
including Air Canada who donated the planes and the GTAA who
waved the landing fees for both aircraft.
Dreams Take Flight, originally named Dream Come True, was
started in 1989 by a group of Air Canada employees in what used
to be Terminal 2. Through bake sales, raffl es and deli lunches, the
volunteers raised enough money to fl y 90 children and volunteers
to Walt Disney World. Now approaching their 20th year, 18,400
children have taken the dream fl ight out of Toronto and seven
sister stations. Flights from Calgary, Vancouver and Edmonton
fl y to Disneyland in California while those in Montreal, Ottawa,
Winnipeg, Halifax and Toronto head for Walt Disney World in
Florida.
For more information about Dreams Take Flight, please visit
www.dreamstakefl ight.ca.
SWEET DREAMS
Help Kids Be Kids
Since its launch, Kids’ Horizons has provided thousands of airline tickets to children, allowing them to receive medical care, realize their dreams and improve the quality of their lives.
You can help us do even more by donating your Aeroplan® Miles to Kids’ Horizons. Go to aircanada.com/kids.
® Aeroplan is a Registered Trademark of Aeroplan Limited Partnership
AC_Kids_Horizons_254mmx203mm_e.ai 6/2/08 3:16:45 PM
Toronto Pearson Today Second Quarter 2008 19
AS SEEN ATH
alina Napora sent in the top photo of
Lufthansa fl ight LH 470, an Airbus 340 -
600 series, arriving from Frankfurt. Halina
is a check-in agent with Lufthansa.
The bottom photo was taken by frequent
contributor and YYZ Airport Watch member
Andy Cline. He captured the largest (Boeing 777)
and smallest (Embraer ERJ175 ) of Air Canada’s
fl eet of aircraft.
Every issue of Toronto Pearson Today fea-
tures a selection of photographs taken by our
readers. If you think you’ve taken a good picture
at Toronto Pearson, we’d like to see it.
To have your photos appear in this publica-
tion, they must meet the following criteria:
One hundred thousand fans. 500 artists. 50 live music
venues…and one airport. For three weeks in May
and June, the Arrivals Halls of Terminals 1 and 3
were transformed into a high-profi le stage for Canada’s largest
music festival in a fi rst-of-its-kind project called “NXNE at YYZ.”
Independent bands from Toronto and around the world played
free shows for arriving passengers and those waiting for arriving
family and friends. It was all part of a new direction for the
North by Northeast (NXNE) music festival – and it marked a new
direction for Toronto Pearson, too.
Now in its 14th year, NXNE spanned four dynamic days
and nights (June 12-15), across multiple styles and genres of
music and music-related fi lm. This year, more than ever before,
the festival’s reach included more than just Toronto’s downtown
clubs. Top performers from Canada and around the world
appeared on stages in public spaces throughout the city, from
the airport to the island.
Bands fl ew in from the U.S., Iceland, Brazil, India, Scotland,
and South Korea – over 20 countries were represented at this
year’s festival. Music industry reps and fans also travelled to
Toronto from around the world to check out the performances
and fi lms. Toronto Pearson is the gateway to the city, so it was
the ideal choice to be the fi rst festival venue to spotlight the
talented artists for arriving passengers.
Mike Tanner, NXNE’s Operations Manager, had been working
for months to set up shows in non-traditional city spaces. He
knew right away that the airport was the cornerstone to NXNE’s
new initiative. “Pearson is a perfect place to showcase great live
performances and confi rm Toronto’s standing as the live music
capital of North America,” Tanner comments. “It was incredible
to see the look on travellers’ faces as they left the baggage claim
area and passed through the sliding doors directly into a free live
show taking place right there in front of them. Everyone seemed
to genuinely enjoy the experience.”
Lee Petrie, the GTAA’s Manager, Cultural Programs, worked
extensively with Tanner on the project. After seeing the renowned
live music program at Austin-Bergstrom Airport in Texas, she
wondered what it would take to launch something similar at
Toronto Pearson. When she got a call from NXNE last fall, she
saw her chance. “It wasn’t diffi cult to say yes to this opportunity.
Technology allows us to listen online to all kinds of music, but
nothing can replace the raw energy of seeing a band perform
live,” she says. “We were really excited to be able to help bring
musicians to an entirely new audience.”
Petrie believes that the NXNE at YYZ program exemplifi es
what makes the city special. “We want Toronto Pearson to be
the starting point for everything that is Toronto. International,
innovative, diverse, multicultural – we have it all, and the
experience starts at the airport.”
This program would not have been possible without the
assistance of NXNE volunteers, who helped to run the shows
at the airport and promote the festival. Stage management was
provided by students at the Metalworks Institute of Sound and
Music Production. Long and McQuade also generously provided
the PA system for the program.
PEARSON ROCKS
Tuesday April 29, 2008 was International Dance Day,
and to celebrate, Toronto Pearson partnered with the
Dance Ontario Youth Board. Passengers were treated to
an array of different multicultural dances, such as contemporary,
jazz, belly-dancing, fl amenco and ballet.
This is the second time the GTAA has participated in
International Dance Day. Last year’s inaugural dance event
was well received by the public, and enhanced the passenger
experience. This year’s event was no different. The successful
event both entertained travellers while promoting the artistic
work of local youth.
Participating groups include Arabesque Allspice, Keiko &
Dancers, Toronto Chinese Dance Company, O’Neill Collegiate
Performing Arts, The Dance Place, YMI Dancing, Lana Der
Bedrossian, AX-s Dance, Rajka Kupesic School of Classical Ballet
and Octamerous.
Dance Ontario was founded in 1976 as the regional arm of
Dance In Canada Association (DICA), and incorporated as not-
for-profi t organization in 1985. Dance Ontario is key to Ontario’s
dance milieu and central to the sector’s communications and
networking, providing management training, advice and industry
information. They interact with the general public on a daily
basis promoting members’ services and events.
Launched in April 2004, the GTAA Art and Exhibitions
Program offers a wide variety of engaging exhibits, many
developed in partnership with museums, galleries and cultural
and heritage institution on Ontario and Canada. The GTAA works
to promote the Greater Toronto Area’s reputation as an important
cultural destination.
DANCETAKES THE STAGE
TORONTO PEARSON• They must have been taken by the person sub-
mitting 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 To-
ronto 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 pre-
ferred. Photos will be reviewed for technical
specifi cations on a case-by-case basis.
Digital images can be e-mailed to publica-
[email protected]. Prints can be addressed to the
Greater Toronto Airports Authority, Toronto Pearson
International Airport, P.O. Box 6031, 3111 Convair
Drive, Toronto AMF, Ontario, L5P 1B2. Mark the en-
velope to the attention of Corporate Affairs and
Communications — Jason Ritchie. Prints will be
returned only upon requested.
20 Toronto Pearson Today Second Quarter 2008
10%
Cert no. SW-COC-1383
Publications Mail Agreement No.40930520Return undeliverable Canadian addresses to:Greater Toronto Airports AuthorityToronto Pearson International AirportP.O. Box 6031, 3111 Convair DriveToronto AMF, OntarioL5P 1B2