Pearson International Airport, Toronto

Improving customer service and traffic flow in car parks and around the terminals

Name of our client : Greater Toronto Airports Authority (GTAA)
Number of spaces : 25,000
City : Toronto
Country : Canada

Which kind of service / contract :
– Full management
– Valet service

International Pearson International in Toronto is the leading Canadian airport. It handles more than 36 million passengers each year. Arriving and departing, 435,000 aircraft link Toronto to 180 destinations throughout the world. Beyond the passengers, approximately 18,000 people work there every day, and utilise a potion of the 25,000 parking spaces available in the airport’s four indoor and outdoor car parks.

Indigo was chosen by GTAA, the airport authority, to work as a close partner so that it could benefit from the company’s expertise in car park management and its strategic operational recommendations. Indigo Canada was awarded the complete management of 25,000 parking spaces and the management of a valet service for two terminals as well as the coordination of passenger and vehicle flows in the roads surrounding the terminals.

In order to carry out Indigo’s largest parking contract in Canada, 150 people are fully dedicated to the airport, 35 of them for the valet service alone. Every year, approximately 300,000 vehicles are taken care of by the personnel of Northern Valet, a subsidiary of Indigo Canada. A further symbolic figure illustrates the scale of parking activity at the airport: 15,000 monthly badges are distributed to the employees of the various companies present on the site.

Beyond the challenge posed by such heavy daily traffic on the site, Indigo has also introduced a certain number of major operational changes with the aim of improving customer service and traffic flow while also increasing revenues: the valet service has been restructured, which has considerably shortened the time taken to handle customers and do away with the double parking that had previously been indispensable; traffic flows around the terminals have been improved, particularly by offering passengers help in unloading their luggage and introducing mobile ambassadors in vehicles to provide immediate customer assistance; new technological solutions developed by Indigo have allowed vehicle sharing and online reservation systems; and cash handling procedures have been reviewed and made more secure in conjunction with Brinks.

Indigo frequently makes proposals with regard to marketing and commercial matters, drawing on the experience it has gained working at Pierre Elliott Trudeau International Airport in Montreal and Jean Lesage International Airport in Quebec.

Indigo Canada is particularly proud that its name and image are associated with Pearson International Airport Toronto and continues to strengthen its activities, thereby gaining in visibility throughout Canada and beyond.

Quotation of the client:

What customers say:

“I am delighted to write this letter of recommendation on behalf of Indigo.

Indigo recently successfully took over the reins of parking, valet service and car care activities at Pearson International Airport Toronto. The company now operates the largest airport car park in Canada. We are delighted with their performance and I find their team very committed to the business and to the well-being of our passengers. In a short time, we have developed a productive and professional relationship with Indigo’s senior management, and we are sure that we will continue working together as partners in achieving the long-term goals of our business. On this basis, I recommend Indigo to other airports.

Please don’t hesitate to contact me on (416) 776-3882 for any additional information you may require or for any question regarding this letter of recommendation.”

(Michael Ross, Director, Customer Services and Terminal Commercial Development, GTAA)

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