Welcome to the

Review Report

Briefings April 2014

Challenging winter

The Report

What our partners are saying

“Unifor puts health and safety for all airport workers and travelling customers first. We are pleased to see that a review has taken place and moving forward this review will benefit all aspects and sectors of the airport and Local 2002 members.” Ata Ugursoy, District Chair 333, Local 2002 Unifor

“Toronto Pearson is Air Canada’s largest hub and key to the airline’s future growth and success. We look forward to working collaboratively with the GTAA and all of Toronto Pearson’s service providers to implement the actions identified in this report.” Nick Careen, Vice President Airports, Call Centres and Customer Relations, Air Canada

“WestJet welcomes the GTAA’s report. Working with the GTAA and Toronto Pearson’s stakeholders to implement these action items will help to improve the airport’s operations, communications and customer service during unusual weather.” Fred Cleveland, Executive Vice President, Operations, WestJet

What’s in the Report

• Prevent or mitigate impacts of a disruption

• Require plans and tools to better communicate to the media, passengers and employees

• Address needs of passengers when disruptions occur

Recommendations - Operations Operations Recommendations • Recommendation 1: Revise and test the GTAA’s Irregular

Operations Plan

• Recommendation 2: Establish clear early warning criteria and define joint escalation levels and procedures within the GTAA and among key airport service providers

• Recommendation 3: Expand and better equip the Emergency Operations Centre to allow for improved coordination of airport service providers

• Recommendation 4: Secure additional equipment for extreme winter weather operations to improve the resilience of the airport to weather

• Recommendation 5: Proactively deploy warming stations to protect ground support crews during extreme cold

Recommendations - Operations Operations Recommendations

• Recommendation 6: Establish a joint traffic management team

• Recommendation 7: Improve the GTAA’s Apron Snow and Ice Removal Plan

• Recommendation 8: Develop, implement and test an arrival baggage Irregular Operations Plan and identify baggage system and handling escalation criteria

Recommendations - Operations Communications Recommendations • Recommendation 9: Improve GTAA internal

communication. Improve communication protocols with airlines and other airport service providers to enable a clear, consistent and accurate flow of information among service providers

• Recommendation 10: Create a passenger facing app

and enhance joint protocols and develop the necessary processes and other tools for irregular operations communications to passengers, media and Toronto Pearson employees to enable timely and effective communication

Recommendations - Operations Passenger wellbeing recommendations

• Recommendation 11: Develop and publish GTAA guidelines for responding to the needs of passengers during irregular operations

• Recommendation 12: Establish an irregular operations landing page which becomes the dominant page during a service disruption and improve Toronto Pearson’s WiFi capacity and cellular capacity

Thank you for attending

Review Report

Briefings April 2014