Canadian Air Transport Administration canadlenne

Security Authority de la smote du transport aenen
Mm dorsrer/Uwfi/z
(145417592
AUG 1 ti 2015
Mr. Robert Hart

Dear Mr. Hart:

This letter is in response to the concerns you brought to our attention regarding your
pre-board security screening at Terrace Airport on July 27, 2015.

You complaint raised three key issues. One. that on the day of your travel, female
screening officers refused to screen you with the Hand Held Metal Detector to
resolve an alarm triggered by a metal implant in your hip. Second, that the screening
officers cited a same-sex screening requirement which they understood prevented
them from conducting the additional screening on you despite your willingness to be
searched by a screening officer of the opposite sex. Third, that because there were
no male screening officers on shift at the time) your screening was not completed
and you missed your flight.

By way of background. the Canadian Air Transport Security Authority (CATSA)
implemented a same-sex screening requirement in 2010 to address complaints from
passengers. However, where same-sex screening is not operationally feasible,
screening officers are expected to conduct screening on a passenger ofthe

opposite sex.

We have undertaken a review aid concluded that this unfortunate incident was the
result ofa misunderstanding by the screening personnel involved resulting in the
screening procedures not being followed as required.

We apologize for this unpleasant experience and the inconvenience it has caused
you. We have already met with the screening personnel involved to go over the
procedures to ensure they are well understood and properly applied. We will also be
using the opportunity to clarify the procedures for all screening oiricers, in order to
prevent a similar incident from recurring.





Canada

 

 

 

 

-2-

We understand that in your initial conversation with a Client Satisfaction Of?cer
that you did not intend to make a claim for compensation. However, in light of the
circumstances, we wanted to compensate you for expenses incurred as a result of
this incident. Sonia Beaudet has informed me that she has followed up on this with
you and will be providing the necessary form along with this letter.

While aviation security is the top priority at CATSA, a high level of customer
service and professionalism are also among our main goals, and, as such, we regret
that the level of service you received was less than we aim to provide.

Sincerely,

 

 

7g),

A/Director, Client Satisfaction