Passenger First Awards 2025 – Nominate Today
Celebrate the people putting the joy back into travel.
Toronto Pearson is proud to launch the inaugural Passenger First Awards. These awards 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.
Award Categories:
Show You Care Award – Individual
Awarded to an individual who consistently demonstrates empathy, kindness and thoughtfulness in their day-to-day work. This person makes passengers feel valued, supported and genuinely cared for.
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.
Sound like someone you know?
Nominations are open August 11 to September 30. Tell us your stories of individuals and teams who make the passenger journey at Pearson a joyful one.
Frequently asked questions
Who can be nominated?
Any full-time employee or team – customer facing or behind the scenes — from the Toronto Pearson community who supports our Customer Experience strategy through actions, ideas or service excellence.
How will winners be chosen?
We’ll follow a thoughtful two-stage process to make sure our winners truly reflect the spirit of these awards.
A diverse committee made up of team members from across areas of the airport will do a blind review of all the nomination stories. Each member will evaluate the nominees on their own and vote to create a shortlist for each category.
The shortlist will be reviewed by a panel including the Director of Customer Experience and Development and the Chief Commercial Officer. They’ll make the final selections, guided by our strategic priorities and our commitment to putting passengers first.
This approach helps ensure the process is fair, inclusive, and focused on celebrating those who genuinely embody the values we all strive for.
When will winners be announced?
All nominees and winners will be invited to the Going the Extra Mile Awards Ceremony on November 13. Winners will be announced at the ceremony.
