Making sure passengers move effortlessly from curb to gate doesn’t depend on a single factor. It’s everything – from flexible digital signage to convenient check-in kiosks to intelligent baggage systems. Whether we’re making lounges more comfortable or workspaces more accessible, we design with people in mind.
Baggage: It’s Only Human
A critical component of airport flow, alongside passengers and aircraft, is baggage. At Toronto Pearson, efficient bag handling comes down to three factors: people, systems and processes. We’ve focused on the latter two in recent years, investing in advanced technologies to move bags quickly through our terminals, and facilitating data sharing with carriers to make it easier to process and track luggage from check-in to the aircraft hold – or from the apron to the arrivals-area carousel. We’ve also built a new transfer facility in Terminal 1 to handle the growing volume of bags that shift from one aircraft to another as millions of travellers connect through our airport. As a result, we’ve seen significant gains in handling speed and accuracy. But there are still further opportunities to improve performance. So over the past year we’ve concentrated on the third key ingredient: people.
Baggage processing at Toronto Pearson involves a coordinated effort among many players. Air Canada, our highest-volume carrier, manages its own handlers. Four specialized companies provide contract services to most other airlines. All processing of bags must be coordinated with the Canadian and U.S. agencies responsible for security, customs and border control. And then there are the various support services offered by the GTAA.
When we looked at our own role in the baggage process, we saw opportunities to coordinate decision-making among three distinct groups: Aviation Services, Technical Services and Information Technology. We’ve appointed a single director of baggage services, along with associate directors for each terminal who oversee operational teams with embedded technical and IT staff. Through collaborative problem-solving and decision-making, and by viewing challenges through the lens of human-centred design, these leaders gained insights that have prompted a complete reimagining of how we plan and manage baggage handling at our airport.
We began by taking a fresh look at the entire process through the eyes of the people who actually move bags. They told us how their work environment could be better organized to facilitate flow, making recommendations on everything from more consistent and intuitive signage to improved workstations and lighting. For the first time, managers began sharing details of the performance standards set by the airlines, seeking input from front-line employees on how best to meet them. Through rapid prototyping and testing, teams were able to narrow down what information was most salient and collaborate on designing better solutions.
This new human-centred approach is still gaining momentum. But combined with the improvements we’ve made to systems and processes, it’s already had a transformative impact: the number of baggage-related issues reported in 2017 was down by more than 90 per cent from the previous year. And as we continue to add incremental improvements, the progress we’re making in baggage handling provides a model for other collaborative efforts across Toronto Pearson.
650 digital displays were added to Toronto Pearson’s flight information and wayfinding signage systems in 2017 to help passengers navigate our terminals more easily than ever.
295 check-in kiosks reduce wait times in our terminals, including 25 new units added in 2017. We’ve also nearly doubled the number of convenient self-service baggage drops to 46, benefiting 80 per cent of our departing passengers.
Joining Forces for Safety
Canada’s airports joined forces in October 2017 to strengthen safe and healthy work practices among their employees. By encouraging discussion and involving all airport workers, we ensure that the safety of passengers and employees is always top of mind.
Twenty-nine airports participated in Canadian Airports Safety Week, which is led by the Canadian Airports Council. The Toronto Pearson Safety Team organized themed discussions and activities aimed at raising employee awareness around worker safety, airside safety, security, foreign object debris, and environmental safety and hazard reporting. Airside Safety Week, which took place at the same time, promoted safety in baggage roadways, staged mobile equipment “roadeos” to test driver skills and gave airport employees opportunities to ride along with Airside Safety Officers.
Lock Then Walk
Together with the security agencies at Toronto Pearson, we launched the Lock Then Walk program to further embed security practices in the way we work. It’s aimed at preventing unauthorized access to restricted zones, customs-controlled areas, fleet vehicles and gates.
Through posters, stickers and newsletter articles, the program reminds employees to stay aware of their surroundings at all times – to make sure that doors are properly shut and secured behind them, and not to allow anybody else to enter behind them after they’ve unlocked a door using a Restricted Area Identity Card.
Lock Then Walk also encourages staff to be mindful of passengers who inadvertently make a wrong turn or follow an employee through an open door. This could result in a customs breach, which could then cause the passenger to miss their departure – or require all passengers in the affected sector to be rescreened.
Introducing MagnusCards
Toronto Pearson has improved accessibility for passengers with cognitive special needs by offering MagnusCards – a free app with card decks that provide step-by-step instructions for common airport processes. We’re the first airport in the world to participate in the program, demonstrating our strong commitment to ensuring universal access for all passengers.
Learn more about how we keep people, bags and flights moving
Smarter security screening. Reimagined baggage systems. Innovative retail and dining options. Our top-quality airport experience is built on collaboration, sustainable choices and human-centred design.