Thursday, November 14, 2024
Passengers across Canada now have enhanced support at security checkpoints, thanks to a new bilingual resource introduced by the Canadian Air Transport Security Authority (CATSA) in July 2024. This addition is designed to improve accessibility and streamline the security process for travelers needing assistance, offering help in both English and French at 16 airports nationwide.
Strategically positioned in the queue leading to security checkpoints, these facilitators are easily identifiable by their blue vests, which display “Need Help/Besoin d’Aide” alongside the CATSA logo. Their main role is to assist passengers who may need additional guidance through the screening process, providing a welcoming and supportive presence that complements the services already offered by airport staff and airlines.
This new role is part of CATSA’s Airport Screening Services Agreements, introduced in April 2024, which support CATSA’s Strategic Plan 2024-2029. Specifically, the initiative aligns with the Plan’s focus on enhancing client experiences at checkpoints. By incorporating facilitators, CATSA underscores its commitment to improving the quality of service at airports and creating a smoother, more accessible experience for travelers.
With this initiative, CATSA is not only strengthening the support available at screening checkpoints but also setting a new standard for inclusive, client-centered airport services across Canada. The facilitators represent a significant step toward a more streamlined and supportive airport experience, ensuring that all passengers, regardless of their needs, feel welcomed and accommodated as they move through security.
“We have already received very positive feedback on the new position from passengers, airport partners and checkpoint staff,” said Nada Semaan, CATSA’s CEO. “These Facilitators are proving to be a valuable resource, ensuring that passengers who need assistance experience a barrier-free, accessible screening process across 16 of Canada’s busiest airports.”
The Canadian Air Transport Security Authority (CATSA) continues its commitment to enhancing security, driving innovation, and elevating the travel experience for passengers across Canada. This Crown corporation, established on April 1, 2002, plays a critical role in securing the nation’s air transportation system by overseeing essential functions, including passenger, baggage, and airport worker screening. CATSA receives full funding through parliamentary appropriations and maintains accountability to Parliament, reporting directly to the Minister of Transport.
On April 1, 2024, CATSA launched new Airport Screening Services Agreements with GardaWorld Security Screening Inc. and Paladin Airport Security Services Ltd. as part of its effort to improve security processes and customer service at airports nationwide. As part of this initiative, bilingual facilitators have been introduced at 16 major Canadian airports to assist travelers in navigating the security screening process. While these facilitators are not certified screening officers and do not make screening decisions, they offer a welcoming presence and direct support for passengers requiring guidance, thus enhancing the overall airport experience.
The facilitators are stationed at prominent locations within the following airports:
This initiative reflects CATSA’s dedication to its Strategic Plan 2024-2029, emphasizing a client-centered approach. With security as a top priority, CATSA’s partnership with GardaWorld and Paladin aims to strengthen the quality and reliability of screening services, ensuring that passengers feel both secure and supported throughout their airport journey. Through these efforts, CATSA is reinforcing its commitment to delivering a seamless and efficient airport experience while upholding the highest standards of security and service.
Wednesday, November 13, 2024
Wednesday, November 13, 2024
Thursday, November 14, 2024
Thursday, November 14, 2024
Wednesday, November 13, 2024
Thursday, November 14, 2024
