• Our Performance

    Operational performance is key to the success of an airport, for the GTAA, the air carrier clients, the passengers who chose the airport for their travel plans and the success of the operators at the airport. These Service Level Standards will provide a measure for our success.

    The information set out on this site is consistent with contractual obligations of ground handling companies who operate at Toronto Pearson International Airport. For those ground handling companies, the information is not intended to replace or change the obligations that they have under their ground handling licences with the Greater Toronto Airports Authority, and the terms of their licence will take precedence.
  • Tow-Off from Gate

    Standard: 100% of arriving flights

    *Based on the minimum arrival allowances set out below.

    Tow-Off from Gate icon.

    All aircraft will be towed off the aircraft gate or stand within the time assigned. Unplanned tows will be completed within sixty (60) minutes of a request by the GTAA.

    • Exclusions, Exemptions and Specifications
      Number of Seats Minimum Arrival Allowance (minutes)*
      250 seats + 75
      181 – 249 60
      100 – 180 45
      0 – 99 45

      *Time starts on arrival at the gate or stand and ends when the aircraft is fully pushed back from the gate or stand.

      Specific Exclusions/Exemptions:

      • Lightning events that disrupt apron offload ability;
      • Significant disruption to the offload of the arriving flight by Government agencies;
      • Emergency event during offload;
      • Uncontrollable mechanical failure on aircraft significantly affecting offloading;
      • Failure of the GTAA to perform its obligations for a particular flight except where negligence by the Operator or its Airline client caused the failure;
      • Flights where the GTAA has requested an aircraft tow where the gate or stand was not required to accommodate another aircraft movement;
      • Second or subsequent tows in respect of the same flight.
  • Gate Arrivals

    Standard: 90% of arriving flights measured

    Gate Arrivals icon.

    Arriving aircraft must proceed directly onto the gate or stand (defined as wheelstop at gate/stand) within ninety (90) seconds of reaching the lead-in line.

    • Exclusions and Exemptions
      • Disruptive weather;
      • Lightning event that disrupts apron offload ability;
      • Delays resulting from the actions of other Airlines (i.e. Airline equipment impeding gate availability), except if such delays result from the Operator’s or relevant Airline client’s failure or refusal to cooperate with other Airlines or operators;
      • Visual Docking Guidance System failure during taxi-in to gate;
      • Failure of the GTAA to perform its obligations for a particular flight except where negligence by the Operator or its Airline client caused the failure;
      • Flight diversions'
      • Ad hoc/Non-scheduled flights.
  • Connection Baggage Induction

    Standard: 85% of arriving flights

    Connection Baggage Induction icon.

    All arriving inter-terminal connecting bags from domestic flights will be delivered to the baggage system within forty-five (45) minutes of wheelstop at gate/stand.

    The first bag for flights with Terminal 1 connections to the U.S. will be delivered to the baggage system induction point within twenty (20) minutes of wheel stop at gate/stand.

    • Exclusions and Exemptions
      • Flight diversions;
      • Ad hoc/Non-scheduled flights.
      • Disruptive weather;
      • Lightning event that disrupts apron offload ability;
      • Significant disruption to the offload of the arriving flight by Government agencies;
      • Emergency event during offload;
      • Uncontrollable mechanical failure on aircraft significantly affecting offloading;
      • Delays resulting from the actions of other Airlines (i.e. Airline equipment impeding gate availability), except if such delays result from the Operator’s or relevant air carrier client’s failure or refusal to cooperate with other Airlines or operators;
      • Failure of the GTAA to perform its obligations for a particular flight except where negligence by the Operator caused the failure.
  • Local Baggage Induction

    Standard: 85% of arriving flights

    Local Baggage Induction icon.

    All terminating bags from a flight will be delivered to the inbound baggage carousel within:

     

    • Thirty (30) minutes of wheelstop at gate/stand of narrow body aircraft
    • Forty (40) minutes of wheelstop at gate/stand of small wide body aircraft (less than 250 seats)
    • Fifty (50) minutes of wheelstop at gate/stand of large wide body aircraft (more than 250 seats)
     
    • Exclusions and Exemptions
      • Flight diversions;
      • Ad hoc/Non-scheduled flights;
      • Lightning event that disrupts apron offload ability;
      • Significant disruption to the offload of the arriving flight by Government agencies;
      • Emergency event during offload;
      • Uncontrollable mechanical failure on aircraft significantly affecting offloading;
      • Delays resulting from the actions of other Airlines (i.e. Airline equipment impeding gate availability), except if such delays result from the Operator’s or relevant Airline client’s failure or refusal to cooperate with other Airlines or operators;
      • System not operating or carousel reassignment after offload commenced;
      • Failure of the GTAA to perform its obligations for a particular flight except where negligence by the Operator caused the failure.