Toronto Pearson Airport - Poor Porter Service! - Raj Wadhwani - ContactCenterWorld.com Blog
So my mother and my aunt were heading home to England after spending 2 weeks with us and I suggested we look at porter services when they get to Toronto airport so did some research and found out you could pre-book a porter to help with luggage. So my aunt called the number and was told she had to redial - there are 2 terminals and she called the wrong one! - What happened to transferring the call? Then she called the other number and got someone who spoke poor English and seemed very unhelpful. My aunt offered information like flight number and name but seemed the person really wasn’t interested so in frustration, she repeated what she wanted and then the person at Toronto Pearson hung up on her! How crazy is that?!
So plan B, we looked at the Toronto Pearson website and saw there was a ‘book a porter’ online option - I filled it in for my mum and aunt and submitted the form requesting confirmation in the notes - this was 24 hours before they would arrive. Guess what, never got any response.
Just spoke to my mum (now safely back in the UK) and asked what happened. She told me when they got to Toronto there was no porter waiting for them and they had to hunt one down! They were then told by the porter, who spoke in poor English, that he could not help them transfer to the other terminal which was key for my mum and aunt! Eventually after much persuasion he agreed and took them to the other terminal - which by the way usually is by monorail but it’s not in use so buses operate - normally not a problem for most, but for two 70+ year old women with 6 pieces of luggage not an easy feat! My aunt offered the porter $20 but he turned round and told her it was not enough so she paid him more!
Airports should be user friendly - that goes for their website, phone services, processes for bookings and moving around with/without porters - left a really bad impression of Canadian service in the minds of 2 worldly travellers! Poor show Toronto Pearson Airport!
Publish Date: July 23, 2013 3:37 PM