Passenger First Awards 2025 – Winners Announced!
Celebrating the people putting the joy back into travel.
This year we launched the inaugural Passenger First Awards to recognize individuals and teams making a meaningful impact on the passenger experience and supporting Pearson’s vision of putting the joy back into travel.
This initiative helps us ensure that we are focused on excellence in customer service, from baggage to concessions to wing walkers. At an award ceremony in November, we will recognize three individuals and one team who go the extra mile to contribute to a better journey for every passenger who travels through Pearson.
Colleagues across the airport nominated peers who consistently exemplify our service behaviours: Show You Care, Own the Moment, and Go Above and Beyond. This year’s winners were chosen for their remarkable ability to create meaningful experiences that reflect the heart of Toronto Pearson
The 2025 Passenger First Awards Winners
Winners for the Passenger First Awards were announced at the Going the Extra Mile (GEM) Awards ceremony on November 13. This event brought together leaders and nominees from the Passenger First Awards as well as the Eye on Safety Recognition Awards to celebrate the workers making Pearson a best-in-class airport through safety, security and customer experience.
We’re proud to recognize the following individuals and teams for their outstanding contributions:
Individual Awards
Show You Care – Gurinder Dhaliwal (Paradies Lagarde)
Own the Moment – Lora Caruso (WestJet)
Go Above and Beyond – Maria Di Nuzzo-Lewicki (GTAA)
Team Award
Making Customer Experience Better Together – GTAdnata Mishandled Baggage Team
(Gary, Caryl, Chelsea, Harpreet, Karina, Mariel, Shanice, Shinepreet, Pearl, Vashti, Marina and Tamara)
Congratulations to this year’s winners and nominees! Your compassion, teamwork, and dedication remind us that great service is about more than efficiency — it’s about creating moments that matter.
Keep an eye out next year for our next round of nominations to open!
Own the Moment Award – Individual
Recognizing someone who steps up, show confidence, remains calm under pressure and takes responsibility – because every moment matters. This individual offers clarity to passengers and dependable support to colleagues, even in challenging situations.
Go Above and Beyond Award – Individual
Celebrating an individual who consistently goes the extra mile. They find creative ways to improve the passenger experience, exceed expectations and leave a lasting impression on everyone they assist.
Making Customer Experience Better Together Award – Team
This award honours a team that comes together to deliver exceptional passenger experiences. They show the power of collaboration, empathy and initiative. Whether responding to a challenge or proactively creating joyful moments, this team exemplifies what it means to Show You Care, Own the Moment and Go Above and Beyond – together.
Thank you to our sponsors!
