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 repres.
