Passengers needing assistance now have access to a bilingual resource, across 16 airports nationwide, to help guide them through the security screening process. Introduced by the Canadian Air Transport Security Authority (CATSA) in July 2024, this new position enhances the client experience by ensuring passengers receive barrier-free services at security screening checkpoints.
Primarily located in the queuing area leading to the checkpoint, Facilitators can be easily recognized by their blue vests with «Need Help/Besoin d’Aide» on the back along with the CATSA logo. They are focused on assisting passengers who need additional help navigating the screening process and act as a complement to existing airport services and those of air carriers.
Created as part of new Airport Screening Services Agreements, which came into effect in April this year, this position aligns with CATSA’s Strategic Plan 2024-2029, specifically the Pillar focused on Elevating the client experience. By enhancing support for passengers, this role demonstrates CATSA’s commitment to delivering high-quality service and improving the overall checkpoint experience for passengers.
«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.»
CATSA remains dedicated to security, innovation, and making the passenger experience better for everyone.
