According to the news of the Digital Civil Aviation Resources Network on November 12, 2023, a serious flight delay occurred at Toronto Pearson International Airport on November 9, and hundreds of passengers were stranded due to the mistake of a staff member.
At the time of the incident, arriving passengers were mistakenly directed by ground staff into other areas of the airport, creating a security breach and therefore passengers in Terminal 1 had to be stranded at the airport.
*Hundreds of passengers are waiting inside the terminal.
Ground staff errors caused problems at U.S. Customs. Passengers mingled with passengers traveling to the United States, creating processing difficulties for customs.
This has also led to an investigation of ground staff and accountability. According to a Lynx Air spokesperson, the staff responsible for guiding passengers is not a regular employee, but works with an independent ground handling operator.
This has led to an investigation into the responsibility of ground staff for their mistakes. The airport works with U.S. Customs and Border Protection to determine which flights can continue on boarding.
However, the series of events escalated, and for the second day in a row, a large number of passengers were stranded. In the face of flight delays and passenger dissatisfaction, the airport had to issue a "safety alert" and took some measures to strengthen security and fully resume normal operations.
However, the flight delay at Toronto Pearson International Airport highlighted the management problems of airports and airlines when dealing with unexpected situations. The occurrence of ground staff errors has exposed training and supervision problems.
Airports and airlines need to strengthen staff training to ensure they have the right guidance skills and better supervision to prevent similar incidents from happening in the first place. At the same time, airports and airlines need to improve their ability to respond to emergencies and develop better contingency plans, including follow-up arrangements for passenger delays, to ensure passenger comfort and service quality.