Toronto Airport Express

Horrible!!! This is actually customer fooling! I paid inadvance for the trip from the airport to the double tree hotel and as I arrived to Toronto the bus wasn’t there. I was informed that the bus scheduled for 8pm didnt come. So I took a taxi, because waiting one hour for a bus was not worse it! Then one week later I wanted to take a bus to the airport from the Double Tree by Hilton, in order not to throw the money I paid to the air. I arrived at the bus stop at 16:40 and the bus didn’t arrive!!! I was waiting for another 50 minutes till 17:30 and there was no bus! Though the next one was scheduled for 17:25! i wonder how many people missed their plane because of this company!

AWFUL — I emailed customer service twice regarding an issue and recevied no response! I initially contacted customer service via telephone, and they instructed me to inquire via email.

If i could give 0 stars i would. Absolutely horrible. 30 minutes behind schedule leaving the airport. But that wasn’t the worse of it.
I left Toronto on July 5^th. I was staying at the Holiday Inn Express and went to the Sheraton Hotel where the PICK UP is for that hotel and Hilton. I got there at noon and waited. And waited. And waited. No bus ever came for the 12:40 picked. Waited some more. Our flight was leaving at 400. waited. By 1:40 no bus again. In the mean time there was an event guy out there for the Lion Club thing routing buses in and out and was nice enough to call the number as we couldn’t make local calls on our phones. The first time it went to voice mail. He called again at 2pm and got to talk to a person and they said they cancelled stops there because of the event. Even though they said they saw a airpot bus pickup at 11:40am.
HMMM REALLY. would have been nice if you actually told the Hotel that or posted a sign somewhere as we could have walked to another pickup location in the time we waited. So in the end even though we already paid for our trip back we couldnt wait any longer as we were going to miss our flight so we had to pay AGAIN to get to the airport thru a TAXI.
WILL never ever ever use ever again.
When i got back to the airport before going in to customs. I went to the ticket booth and the guy was clueless. He is like you can stay down here and sell it to someone. REALLY. why should i waste more of my time. But i warned others that just purchased their tickets to beware they may not get back to the airport.
PAY EXTRA FOR A CAB RIDE. YOU WILL THANK ME IN THE END.

This used to be a great service with the free wi-​fi and outlets, but recently the quality has deteriorated. The buses run infrequently and they don’t have the resources to send extra buses to keep the schedule when traffic is heavy. Late-​night pickups are done by much smaller shuttle buses without the advertised amenities. The drivers are rushed and frazzled trying to keep up.
Taking TTC is probably the better option if you’re looking to save money, and you’d be better off springing for a cab if time/​baggage is more a factor.

Not very well organized. Buses run once an hour on Sunday, so I had to wait almost an hour because I just missed the previous one. Ok, this is fine because the schedule is posted.
Then the bus shows up, and most people don’t have a ticket because the booth is closed. The driver gives some confusing instructions about payment, then told us that his computer crashed and that people who don’t have tickets have to get off the bus at the next terminal to buy tickets and then board the bus again.
We set off to the city. Almost an hour later we arrive in the city (traffic, I guess). The first stop at the Westin was quick and smooth. Then the driver stopped a few more times in the middle of the street (not due to traffic) for no obvious reason. One time, he got out of the bus and left the bus in the middle of the road, and returned 2 minutes later to announce that this was as close as he could get to the hyatt. By this point, I wanted to get off and just walk. Sitting in traffic and dealing with the unclear instructions was just too much. I had no idea which hotels were coming up next and it was likely to take 10 minutes in traffic just to cover a few blocks. I got off and walked to my hotel.
If I wanted to take 2.5 hours to get to my destination, I would have taken the bus. Next time I’ll take a cab

I was probably the most loyal customer of this service in spite of all their downfalls, like the rude South-​Asian guy who sells tickets at Pearson, or out of control jokes of the drivers that behave as if they know you forever, and giving you a favour for your own money. Or making you guess where their pickup areas are, since there are no signs and you always sort of hope that they will notice you and you will have enough time to run to the bus. I have to meet or see off someone almost every other month, and economically it was the best choice for me.
But today I also experienced how unreliable the service is. At the given time in the cold I was waiting for the bus to Pearson from Westin, as usual guessing where the pickup area is. 5 minutes after it should be there, I phoned the service line and got a reply «Unfortunately, it is delayed and will be there in 35 mins». On a positive note, it is nice that someone replied, as I wouldn’t be surprised if nobody did. But the «delayed» part was totally unexpected. No sorry or some kind of explanation, just a fact that the bus is not coming. They just don’t care to send another bus if something is wrong with the scheduled one?
Truthfully, no wonder they have max 4 – 5 people on a huge bus for a ride. People just don’t trust this service. It will be twice more expensive to take a taxi but you can be totally controlling the situation. This shuttle is not worth the money and the nerves you are likely to lose. Just be aware.

Surprised by any good reviews– my experience had nothing good about it.
Misleading information: Multiple stops not disclosed. See below.
No guarantee of on-​time arrival: The shuttle was late for my scheduled and reserved pick up. He would not give an opinion about whether we would make it on time. And he did not care at all whether I would arrive in time. The driver was unpleasant.
Multiple Stops: The shuttle does not go directly to the airport, but they don’t tell you that. The van goes to a bus, which then goes to the airport.
Bad customer service; don’t expect a refund. I took a cab because my shuttle was late. Trying to get a refund on my prepaid but unused reservation was made as difficult as possible by the company. I never got the refund.
So I wouldn’t use this company again.

There are not a lot of choices in terms of bus services to airport. These guys have a bit of a monopoly as taxis are extremely expensive. Having used the service in the past I would say it has deteriorated over the years. BE CAREFUL USING THESE GUYS AND MAKE CERTAIN THEY WILL PICK YOU UP AND DROP YOU OFF WHERE YOU THINK — REGARDLESS OF WHAT THEY CLAIM ON THE WEBSITE. I RECOMMEND YOU CONFIRM IF THEY WILL PICK YOU UP/​DROP YOU OFF ON FRONT OF YOUR HOTEL OR «NEARBY».
Drivers are not as courteous and they don’t actually stop everywhere they say do depending on when you are using the service and if you don’t tell them where you want to get off. Even when you do indicate which hotel you want to go to the driver may decide not go there because of traffic. So in my opinion it is a useful service going from downtown to the airport but not from the airport to the city.
As an example, when I recently arrived at Pearson around 630pm, I gave the driver my e-​ticket which clearly indicated my destination hotel. Upon getting into the city and getting to the 1^st stop (Harbourcastle Westin) he told people that were going to 3 hotels to get off here as a 2^nd smaller shuttle would take them to their final destination — no one know there was going to be a bus change.
I asked him if he was going to stop at the Intercontinental and he said I should have told him. I said «I didn’t know I had to tell you and regardless isn’t that one of your normal stops as indicated on your website?» and he said «not in this traffic». I then asked if he would have stopped there if I had told him where I wanted to get off before I got on the bus — and he said «no way, not in this traffic» in a clearly curt manner.
Finally, given the traffic caused by construction near Union station this service DOES NOT STOP at the Royal York or the Intercontinental. You will need to walk 5 – 7 mins to get to your hotel and that may be an issue depending on how much baggage you have — again something they are not transparent about.
Of course I called in to complain. Their operations manager at the time was very polite and professional. He even offered me a free coupon (which I didn’t demand or expect) after I send in an official complaint to Dean Wright their GM. Below is their template response. Does he really care? Who knows.
«I apologize for a delay on my response and I wish to apologize for the customer service issues you experienced. We have spoken to the driver and have documented your concern in his file. We spend resources on training and monitoring our employee behavior and this example is obviously not what we expect from our employee group. We take our customer concern seriously and ensure that we follow up with our employees through our discipline procedures. We do expect our drivers to meet our expectations of superior customer service at all times and we do not accept excuses.
Thanks»

Absolutely the best way to get from Pearson airport to Downtown.
It’s way cheaper than taking a cab. Both times I took it the drivers were extremely friendly. Comfortable seats, free wifi on board, plugs at your seat. What more could you ask for?
They don’t have stops at every hotel but they have enough stops that they most likely have one close to where you are staying. The only thing of note I’ll say is their dropoff/​pickup can be confusing near the hilton/​sheraton stop. Drop off is at the hilton, but pick up is at the Sheraton. The driver who dropped us off did a good job of explaining to us that we had to go to a different spot for pickup.

They have cut down their hours so if you were trying to catch that 5AM flight, or landing into YYZ after midnight — sorry you are out of luck!
Also, if you are leaving town early in the morning, or coming in after 9−10PM, they no longer send the large coach buses with wifi. You may find yourself squished into a small van with 10 or so other passengers. If you are really unlucky, you may also be left behind if the van is full!
You may think it is fast on the highway from YYZ to downtown, but the traffic once into the downtown core is always terrible and end up taking a long time doing all the drop-​offs, especially if you are not for the first or second drop-​off location. I always get off at the Sheraton and walk home, but most times it honestly does not take much longer for me on the TTC.
But, like before, most drivers are friendly :)

I know you get free wifi, and the price isn’t too bad but the Airport Express isn’t really worth it IMO. Especially when you just want to go to and from the airport without any hassle.
I first tried to make a reservation on the website, but it did not work. So, I called the phone number and the guy who answered the phone didn’t seem to have any clue what he was doing. He told me to call back, so I said screw it and booked a black car for the ride to the airport.
Coming home from the airport I thought I would give the Airport Express another try. I told the lady where I was going and she gave me the option of being dropped off at one hotel, or paying a few bucks more to be dropped off at a closer hotel to my apartment. I paid the extra money b/​c I just wanted to get home.
When the bus arrived — 15 minutes late — I showed the ticket to the driver and he tried to give me a hard time b/​c the lady had just written the name of the hotel on my ticket, but the ticket actually said a different hotel name. At this point, I was annoyed. I told the driver that I paid extra to go to the hotel I wanted and he finally said okay.
After I got on the bus, I was UNpleasantly surprised that I was actually being dropped off at the Westin where I would have to transfer to yet ANOTHER bus to get to where I wanted to go. I was not one of the lucky ones who had their second bus already waiting for them.
This was not the kind of experience I was expecting from the Airport Express. I will NOT be using their services again.

Free wifi (avoid roaming charges between the airport and hotel), power, and door to door service. And also feeder van pickup service if you are staying at a hotel out of the normal route.
It’s probably better than a taxi because of the wifi and power.

Taxi from downtown Toronto to Pearson International Airport
— $ 60 (with tip for 2 people)
–approximately 30 minute ride
Toronto Airport Express
-$ 38 (for two people, 10% discount for purchasing online)
–can purchase ticket on bus but must have a credit card with a pin number or $ 30 (US) for one person
–rude driver
–outlets for charging your electronics
–free wifi!
–powerful a/​c
–buses pick up about every 30 minutes
–approximately 50 – 60 minutes from pick up to airport

Life Saver! The absolute BEST way to get from the Toronto Airport to downtown Toronto! I am on a business trip and wanted to find the most efficient way (time and $$ wise) to get to my hotel. Easy to find, buy a one-​way ticket for $ 23.95 or round-​trip for $ 39.95…this sure beats $ 60+ each way for a taxi!
Friendly service, clean, normal people, outlets at every seat to plug in your electronics, free wifi… couldn’t have asked for a more seamless transportation option!

Friendly driver, comfy seats, free wifi, plugs in the backs of seats so you can recharge your electronics while you ride into the city.
I do agree that it’s a little expensive, but it’s a sure deal, and I’ve definitely had it worse.
Every city could do with such a smooth ride from the airport. A nice way to start your visit off on the right track.

The –1 star is purely down to price-​I think it’s a bit on the expensive side. but that’s more of a –0.5 really. Everything else was great.
My first experience with Toronto Airport Express was a few years ago when I was coming to Toronto from Ireland for a job interview. I wanted to reassure myself about which stop to get off at so emailed. Their response was speedy and friendly. I remember the whole experience as being hassle free.
I’ve had another chance to check them out recently. I’d bought a couple of discount return vouchers as a group buy on the off-​chance that someone from home might miss me-​thus necessitating a trip to the airport. My little sister cracked eventually so I got to use my vouchers to collect her and bring her back. it was fantastic. The buses run every 20 mins during the day and every 30 mins in the evening from multiple hotels around the city. I got a total of 4 buses in the space of 10 days and each was precisely on time. All the staff-​4 different drivers and the office staff-​were friendly, helpful and smiley. The buses were spotlessly clean and the (fast) wifi and power outlets on board were a major plus.
They went above and beyond when I did something typically scatterbrained and left my cardigan behind when bringing little sis back to the airport. It was a raggedy Old Navy one… but I still wanted it. I decided to take a chance on emailing them to ask if it had been found. I got a reply later asking for a description to confirm what it looked like. They had found it! They sent it into the office at the Royal York hotel where I picked it up a couple of days later. I couldn’t believe they went to the trouble for my bobbly cheap cardigan. I’m a fan for life now!
Notes:
–They have a downtown office at the Royal York hotel where you can buy tickets or pick up timetables
–Website has images of where to stand for pick-​up at the various hotels. I found this helpful!

Excellent service, really good staff and very convenient. If you are in the downtown core, getting to the airport and vice versa could not get any more convenient. The buses are very comfortable with free Wi-​Fi on board with power outlets. There are buses almost every 20 minutes during rush hour.
One can buy tickets online for a 10% discount. Tickets can be purchased on the bus as well using credit and debit cards. I have used this service a few times and love it.

Frequent trips, pleasant driver, free wi-​fi, and plenty of stops downtown. I was impressed by just how easy they made getting in from the airport to my downtown hotel. Reasonably priced as well, clean bus, plenty of room all around.
If I had any complaint, it would be the ticket seller at the actual airport, I realize it was pretty early in the morning, and cold, but it seemed like she wished she was someplace else through the transaction, every question I asked was answered by her pointing to a schedule, map, or clock, never a verbal response. Canadians are so super friendly, maybe she was American?

i love the airport express… but then again the getting-​to-​the-​airport market is not that diversified and this is pretty much your only option unless you want a cab or take the bus.
Know what’s convenient for you: If you dont’ have luggage take the TTC. If you are very close to an airport express stop take it (and buy online for a discount); and if you are lazy OR have 3 or more people to share a taxi, do that.

Still hands down the best transportation into Toronto, especially if your destination is Union Station, downtown city center Toronto or one of the large chain hotels in Toronto on the route.
The price is $ 30.00 Canadian round trip to ride the large comfy buses. The buses are modern equipped with WiFi. Compared to how much a taxi cab ride is this shuttle is a bargain.