Clear skies ahead

Airports are seldom romanticized. Most of the time people are thinking ahead to their destination – the family reunions, the business meetings, getting back home or the sightseeing that is to come. Oftentimes, the airport is simply the medium – a means to an end.

But there are a handful of airports – by location, by design or both – that are attractions in their own right. Some, like Riyadh’s King Khalid International or Salt Lake City, are distinguished by their quality of service, others like London City, Sydney’s Kingsford Smith or Hong Kong’s old Kai Tak Airport, by the spectacular views they offer upon takeoff or landing.

There are others still that combine both enviable geography and world-class efficiency. These rare finds are a traveler’s delight, and word of mouth ensures no secret is made of their virtues. One such aviation unicorn is Billy Bishop Toronto City Airport, also known by its airport code, YTZ.

Located on Toronto Island, right in the heart of Canada’s largest city, YTZ has been consistently recognized as one of the world’s most scenic airport landings. On the ground, its service and efficiency are among the best in the world and the airport has a swathe of industry awards to prove it.

Nieuport Aviation, as the owner and operator of the passenger terminal, works closely with airport owner and operator PortsToronto in what is essentially a public-private partnership. This unique collaborative effort has resulted in a passenger experience all its own.

Excellence of service

Each year, millions of passengers enjoy this winning combination of service and scenery as they pass through. It’s a rewarding payoff for the hard work of those behind the scenes.

“Excellence of service throughout your experience in the terminal is one of our corporate values,” says Neil Pakey, outgoing CEO of Nieuport Aviation.

“In addition to operating the terminal, Nieuport offers the popular complimentary shuttle bus service to and from the airport and downtown,” he says. “We promote economic growth by focusing on conveniently connecting travelers, delivering an exceptional experience and investing in our people, partnerships and community.”

In collaboration with

Pomerleau

The construction company has extensive experience in executing projects requiring highly secure environments. The construction company has extensive experience in executing projects requiring highly secure environments.

From terminal architects Scott Associates and Canadian construction firm Pomerleau to travel retail operator Avolta, food and beverage operator SSP America and many, many more, the passenger terminal at YTZ is the sum of its parts.

PortsToronto, under the leadership of RJ Steenstra, is driving a shared vision for the future of YTZ.

“I’d like to particularly thank RJ Steenstra, President and CEO of PortsToronto and Warren Askew, Vice President, Airport at PortsToronto for their strong partnership,” Pakey says. “To make a success here relies on collaboration between all parties.”

Rapid transit

Nieuport’s focus lies in an airport terminal and bus operation that acts as a smooth, efficient hub for those moving in and out of Toronto. It’s a goal beyond what Nieuport itself can provide, which is why Pakey stresses the value of partnerships.

“From a passenger perspective, it’s down to convenience,” he says. “This is the only airport I’ve worked at where the primary decision to fly here is down to the airport location rather than airlines or fares, which is commonly the case.

“The actual airport location comes out in public opinion research as being the primary reason because we’re easy, fast, friendly and so close to Toronto’s downtown. This experience is further enhanced by initiatives like our public arts program.”

That convenience was highlighted in 2024 when singer Taylor Swift brought her Eras Tour concert to town.

“Fans visiting Toronto were at the concert 20 minutes after arriving – by foot, not by taxi,” Pakey says. “FIFA World Cup in 2026 will be another exciting opportunity for people to experience this natural gateway: you can walk to and from conventions from here, hotels, downtown, the financial district and your condo.

“I’m lucky enough to be able to walk to and from the airport for work in 15 minutes, a highlight of which is the 90-second free ferry crossing. It stands as a daily reminder of why YTZ is so unique.”

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“Nieuport Aviation is the kind of partner every organization hopes to work with. The company shares our commitment to redefining aviation and bringing authentic experiences to passengers. The past near-decade at Billy Bishop Toronto City Airport has been ‘blue skies’ from start to finish. We’re grateful Nieuport Aviation allows us to bring our signature taste of place to Toronto.” – Pat Murray, CEO, SSP America

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And the focus on the experience extends to the amenities on offer. Recently, Air Canada partnered with Swissport and Aspire Airport Lounges to create the flagship Aspire | Air Canada Café. It’s already considered one of the best lounges in North America, topping many executive lounges.

Enviable destination

And being located so centrally means that the passenger terminal at YTZ is a part of the fabric of the community – both as a major employer and place for local talent to showcase their art and historical exhibits on display that residents are welcome to visit, even if they’re not traveling.

Nieuport and PortsToronto prioritize investing in a variety of organizations and initiatives focused on building a bright future for Torontonians.

“The relationship between the community and the airport is fundamental,” Pakey says. “Airports can often feel like they are on the outside looking into the community.

“I knew from my past experiences at Manchester and Shannon Airports that we had to break the mold because we only thrive if we thrive together.”

To that end, YTZ supports more than 4,450 jobs, including 2,080 directly associated with the airport. The airport also places a great emphasis on local and Indigenous public art.

“We are on the historic lands of Indigenous peoples, and we want to respect that,” Pakey says. “Our public arts focus allows travelers to engage with this history and consider the diversity of Toronto during their journey.

“It also gives the community a reason to come through the tunnel or hop on the ferry to get here and have a good walk around.”

New horizons

In early 2025, Pakey announced his semi-retirement, or his “rewire-ment,” as he calls it. Jennifer Quinn has been named as his successor effective 1 April to ensure Nieuport continues to fly high.

“Aviation is an industry defined by its relentless movement and ever-evolving landscape, bringing both challenges and opportunities,” Pakey said in a statement when he announced his departure from his CEO role.

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“It is a continuing pleasure to work with Nieuport Aviation. SCOTT has partnered with YTZ (Billy Bishop Toronto City Airport) since the airport’s early 2000s renaissance. We are currently working together to bring US preclearance to YTZ. SCOTT is always here to help Nieuport send passengers quickly and safely on their way!” – David C Scott, President & Design Principal, SCOTT Associates Architects, Inc.

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“We have achieved remarkable milestones over the past six-and-a-half years. The accomplishments we have made as a team fill me with excitement for Nieuport’s future growth and success, and I am very proud of Jennifer as she steps into the role.”

Quinn has been with Nieuport since 2021 and has served as executive lead for operations, strategy, stakeholder relations and public affairs. She is already hard at work with PortsToronto on a United States Customs and Border Protection preclearance facility for YTZ that will increase convenience and choice in destinations for passengers.

“Billy Bishop Airport is a critical transportation hub, a pillar of economic growth and a social connector,” Quinn said in a statement on the announcement of her appointment.

“We take great pride in the experience we deliver as the terminal owner and operator, and I look forward to continuing to work closely with PortsToronto, our carriers, Porter and Air Canada and many other partners to realize its full potential for the benefit of our region, passengers and the community alike.”

It’s clear that the future of Nieuport and the passenger terminal is bright.

Community effort

A longtime veteran of the airport industry, Pakey has worked the gamut of roles, from checking people in and handling bags as a teenager at Glasgow Prestwick Airport to leading commercial, marketing and industry affairs at Air Seychelles and later managing Liverpool Airport.

“The Liverpool story is amazing,” Pakey says. “We rebranded as Liverpool John Lennon Airport and worked with Yoko Ono for the best part of a year on that.

“It was an incredible journey and a true branding success story. The community embraced the change and the airlines responded by increasing air services.”

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And as in Toronto, Liverpool was a chance for Pakey to emphasize his community-first approach to airport management.

“I appreciate good service quality, which is probably why I became a customer service agent in the first place,” he says. “And when I came to Toronto, I saw a need for a new path forward for Nieuport within the community – one of openness and focusing on the positive ways we can support our neighbors, both those who travel through the terminal and those that don’t.

“Every year the airport hosts an event called Doors Open, organized in partnership with PortsToronto, where last year we saw over 12,000 people from the community come in to experience what happens behind the scenes. Building that whole community vibe shows the real embrace for the airport that now exists.

“Doors Open demonstrates in a day the crucial nature of partnerships and great stakeholder engagement. It is fundamental to our success that this collaboration between all partners continues into the future.”

Traffic management

With the five-year anniversary of the COVID-19 pandemic having just passed, Nieuport is seeing more leisure traffic passing through its terminal in addition to more repeat customers who have come to love the experience that YTZ offers.

“We have a lot of exciting things going on here, which makes customers want to return,” Pakey says.

He has spent the post-pandemic time hard at work improving the passenger terminal’s already top-flight offerings.

“We see the potential for new destinations coming online with the introduction of preclearance,” he adds. “With that we can expect to see more people wanting to travel through this truly one-of-a-kind airport, increasing the economic contribution of the airport to the city, province and country, which today already stands at $2.1 billion in GDP annually.”

Onward and upward

With his impending departure, Pakey looks forward to enjoying the YTZ experience from the passenger side, something he knows will only get better, particularly because of the team that he’s put in place. Indeed, building outstanding teams and a culture that focuses on working together toward great things is a legacy of Pakey’s that will endure at Nieuport.

“The team we’ve built is remarkable and driven to create the future that travelers and community members have asked for,” he says.

“Whether it’s more destinations, more airport retail options, more community support or cleaner and quieter operations, the theme throughout the feedback we get is that people want more of the YTZ they love.”

Of course, achieving these objectives means staying ahead of the relentless pace of change in the ever-evolving aviation industry and at the same time enhancing the focus on community that has made YTZ part and parcel of Toronto’s downtown. For Pakey’s part, he knows the team is up for the challenge.

In collaboration with

Pomerleau

The construction company has extensive experience in executing projects requiring highly secure environments. The construction company has extensive experience in executing projects requiring highly secure environments. Read More