SOUND OFF: Kamloops man describes nightmarish travel experience through Toronto’s Pearson airport

After breezing through the Portuguese airports, where staff go out of their way to help the customer to have the best experience possible, I was excited to arrive back in Canada with a short layover in Toronto. However, this excitement soon turned into a nightmare. After studying and living throughout Europe for the last six-to-seven years, I have no issues navigating airports around the world. Again, however, the experience of Pearson International Airport in Toronto was, to put lightly, disgraceful.

As a fully vaccinated traveller who expected a busy, bustling airport in Toronto, I felt completely prepared to navigate the major airport in order to see family and friends after almost a year.

The best way of explaining the experience of Toronto Pearson airport is to simply refer to it as chaos. Now, I would like to express that this report is not meant to be political.

Thus, upon arrival in Toronto, I was quickly warned by a staff member of Air Canada to be careful and to exercise caution during my experience in Toronto, quickly adding concern to my psyche.

With a flight from Toronto to Vancouver departing at 10:15 p.m. local time, I felt as though my experience would be as smooth as possible. Yet this quickly changed.

As I had to recheck my checked baggage in Toronto, my concern became heightened quickly. After waiting in a line of more than 350 people and 3.5 hours to check in my bag with WestJet, I was thrilled to move on with my journey. However, what I experienced after was nothing short of disgraceful.

After navigating my way through thousands of people and a disaster of a security process, I was thrilled to arrive at my gate to be one step closer to seeing loved ones for the summer.

Thus, what happened next seemed to be something out of a novel. After passing through hundreds of people attempting to sleep on the floor, I arrived at my gate where we were told to sit back, relax and wait for our departure to Vancouver. Unfortunately, this never happened.

After over 3.5 hours of standing in a boarding line of more than 300 people, travellers began to get frustrated and nervous. After multiple waits of 350-400 people and two staff members, I knew my hopes of returning home were becoming an afterthought soon thereafter.

Although we were constantly relieved to hear our flight was delayed but not canceled, and would still be departing to Vancouver, things became chaotic.

After almost five hours of waiting in line to board a flight, travellers began to question what was happening as it became more and more clear that we would not be departing Toronto Pearson that evening. As travellers began to cry and question the ongoing experience, many were met with anger and vitriol from staff. With travellers laying on the ground, dehydrated, stressed, tired and frustrated, WestJet staff repeatedly told us to stand and act as calmly as possible to make the experience smoother. Yet, with it now being passed midnight Eastern Standard time, deprived of food, water and other essentials, I continued to hold out hope. However, as passengers began to repeatedly ask for updates, we were again met with frustration and told to be quiet. As the line of 350 people sorely moved closer to the kiosk, passengers began to have panic attacks, breakdowns, and even pass out due to the exhaustive experience.

After 7 hours of wait time, with no access to food or water, one elderly woman of 75 noticed I spoke Portuguese and asked me to help her stand as the WestJet staff told her she was not eligible for a wheelchair, and if her husband (who had health issues) did not stand, he would be ineligible to board. Thus, after almost 8 hours of people begging for water and food, the WestJet staff member informed us that our flight was cancelled. As human nature would have you, travellers became outraged, asking what was happening. Yet, we were then informed that if anyone questioned the two staff members for almost 400 people, security would be called. When we were then told at 1:30 am Eastern time that we would receive $150 vouchers, peoples perplexed anger and confusion rose. At this point, the elderly Portuguese woman who had asked me to hold her hand to keep her from fainting had now fainted. As passengers became very worried for the woman’s well being, the WestJet staff member responded, “Ah, don’t stress, we will call a paramedic.” Yet, since the employees refused to help, her heath was left in the hands of myself and other travellers until paramedics arrived.

As panic rose for the elderly Portuguese woman, it became clear to everyone that a $150 restricted voucher wouldn’t get us far in a bustling metropolis that is Toronto. As passengers began to yell and beg for an explanation, staff called security and closed the gates with no explanation. There was no opportunity for shuttles, and no options for hotels, so people flocked across the street to the Sheraton airport hotel where we were told there were no rooms, and all Toronto hotels were fully booked. As many passengers chose to sleep on the filthy floor, we were then told by security to leave. Westjet had guaranteed us we would all be receiving emails regarding new flights, but this email never came, confusing travellers further. As the gate was full of sick, crying adults and young children, the experience was undoubtedly a nightmare.

As for myself, who had now been awake for 52 hours, I finally found a motel in Brampton, costing me upwards of $130 in return taxi fees. I still had no idea when my new flight was departing as Westjet never informed us.

Therefore, after being double charged for 3 hours in a motel far from Toronto Pearson (Where the $150 voucher was not accepted), I decided to return back at the airport at 6:00 a.m. Eastern time to confirm that I wouldn’t miss any possible new flight that WestJet never informed us of. However, upon arrival I realized the situation appeared to be that out of a movie, with 400-plus people laying down, dehydrated and stressed. Westjet, who had two staff members working to help over 400 people, told me I was not registered on any Westjet flights to Vancouver and was walked away from. Now, as a person who is admittedly passive I was quickly told by the Westjet employee that this was not acceptable after showing him my boarding pass to Vancouver multiple times, but was told there were many other airlines and flights that I could book. Yet, after almost 60 hours, $700+ and a level of panic, I begged the attendant to look again, which is when he confirmed I was “lucky” to be on a flight in 7 hours.

While watching passengers yell, cry and become quite sick, I realized that the system must be changed.

I want to reiterate that this story is not political, and I understand that the understaffed members are just doing their best, yet I knew the system must be changed.

The visual of watching an elderly passenger faint, while not being attended to, watching people yell, cry and become sick, the experience will not leave my psyche anytime soon. Upon finally arriving in Vancouver, there was a stack of more than 500 bags that we were not allowed to look through to retrieve our luggage.

Again, I write this not necessarily for myself, but to make potential travellers wary of planning travel through the chaotic airport of Toronto Pearson. After being out around $750 dollars, watching an elderly woman faint — with no care from the Westjet staff — this experience with not leave my mind.

After 2.5 days, I was lucky enough to make it home safe, but being unaware of others’ wellbeing is a stressful thought. From being denied wheelchairs, food and water, and experiencing sleep deprivation, it is rather apparent that our system must change in order for this issue to be resolved moving forward.

Thus, it is time for our leaders to step up and take action, to not only save our tourism economy, but also be aware of the safety of travellers as the world opens back up.

Although long-winded, I hope my story is able to help potential travellers question themselves prior to thinking of travelling this summer, especially through Toronto.

Lastly, I would encourage travellers to watch the “Ryan Whitney Toronto Pearson Travel Experience” viral video on YouTube, as it is essentially verbatim from my experience.

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Editor’s Note: This opinion piece reflects the views of its author, and does not necessarily represent the views of CFJC Today or Pattison Media.

by Riley Paxton

SOUND OFF: Kamloops man describes nightmarish travel experience through Toronto’s Pearson airport

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