New Passenger First Recognition Program celebrates the people creating exceptional passenger experiences
A monthly recognition program celebrating airport workers who are putting the joy back into travel through meaningful moments, big or small, that make a lasting impact.
Whether it's helping a passenger find their way, resolving a challenging situation or going the extra mile to make someone's journey easier, you play an essential role in shaping the travel experience for passengers at Pearson each day.
To recognize those contributions, Pearson is launching the Passenger First Recognition Program: a monthly recognition program that shines a spotlight on the individuals and teams who make a positive difference in the passenger journey through their everyday actions.
Three monthly winners will receive:
Individual winners: A $25 gift card.
Team winners: Can choose from either a $25gift card, or coffee and pastries up to $25, purchased and delivered by GTAA.
A Passenger First recognition pin
Recognition through the I Am Toronto Pearson community
A new way to recognize great work all year long
While the annual Passenger First Awards celebrate outstanding achievements across the airport community, the new Passenger First Recognition Program creates more frequent opportunities to recognize exceptional service as it happens throughout the year. This could look like:
Approaching a passenger with a guide dog who is stopped near a restaurant and offering assistance. If they are seeking information, providing available options and offering them with guidance to their destination.
Pointing a passenger toward their favourite meal spot in the terminal
Noticing a spill or piece of garbage and either cleaning it up or flagging it to the right team
By celebrating employees on a monthly basis, the program helps foster a culture where great service is recognized and shared across the airport community. When exceptional service is acknowledged, it inspires others to bring that same commitment to every passenger interaction and helps create a more welcoming, memorable experience for travellers.
Recognition categories
Individuals can be nominated in one of three categories:
Show you care - Recognizes employees who demonstrate empathy, compassion and a genuine commitment to supporting passengers.
Own the moment - Recognizes employees who take initiative, solve problems and step up to make a difference when it matters most.
Go above & beyond - Recognizes employees who exceed expectations and deliver service that leaves a lasting impression.
Teams can be nominated for the following category:
Making customer experience better together - For a team that collaborates to deliver exceptional passenger experiences, showing the power of teamwork, empathy and initiative.
How to participate
Anyone working at Toronto Pearson can submit a nomination, and all airport employees are eligible to be recognized. Each month, nominations will be reviewed and winners selected in a draw.
In addition, monthly nominees and recipients may be considered for recognition through the annual Passenger First Awards.
Submit a nomination
Have you noticed a colleague or team putting passengers first lately?
Recognize their impact and help celebrate their contribution by submitting a nomination today.
To learn more about the program, eligibility requirements and nomination criteria, visit this page.
Questions? Contact passengerfirst@gtaa.com.
Looking for resources to help you and your teams deliver first-class passenger experiences? Visit the Customer Experience Resource Centre for tools, learning opportunities and insights to support your day-to-day work.
