"I came to Canada in 2000. I started as a security contractor at Toronto Pearson and slowly I worked my way up. In May 2016, I started in the Lost and Found. I told my boss, “I won’t let you down,” and it’s true. I’ve been here for nearly two years and I love it. I’ll always do my best.
I grew up in Albania, a heavily Communist society. From 1968 to 1974, we had to take a class to teach us how to behave in public. When to give up your seat on the bus, how to be polite, how to help an elderly person. They taught us that it makes your day happier, you feel more youthful and you are less stressed. Working in customer service, it’s so helpful.
When I see a person’s passport I like to greet them in their native language or talk about current events in their country. My favourite part of the job is returning an item—I love that part. Often, I don’t stay behind the counter, I’ll bring it out and give it to them directly. I like to smile at people when they come back, not just hand them something across the counter. These people are happy to get something important back, whether it is money, electronics or another special item. And it’s people from all over the world. I remember a passenger from Japan, he told me that he knew all Canadians were great people, so he knew he would get his laptop back. And he did.
Any lost item found inside the airport, whether in US Customs, Canadian customs or CATSA security after check-in, it will be brought here. If you lose something, always fill out a report on TorontoPearson.com and include as many important details as possible. Serial number, identifying marks, where it was lost. If it is brought to us, it will be safe until you pick it up. My role is to make sure that our customers get back whatever item they have lost, as much as is possible. That’s what I’m here for, Orion is here to help you."
- Orion, Lost and Found Coordinator, GTAA