#CBC: “Rude officers, seized objects and sensitive pat downs prime CATSA complaints record ” #Toronto #Montreal #Calgary #Ottawa #Canada
Last 12 months, a passenger was so peeved after their container of mashed bananas was seized by airport safety they fired off an electronic mail to the Canadian Air Transport Security Authority (CATSA) conflating the incident with nationwide id.
“Bananas are allowed and it is unfair and unCanadian,” they wrote.
It’s simply one of many lots of of complaints emailed or phoned into the Crown company final 12 months. Copies of the 2017 complaints had been obtained below the Access to Information Act.
The commonest gripe from a inhabitants stereotyped for its politeness had been complaints with officers’ perceived attitudes.
The majority of people that wrote in had been upset with “power pushing” CATSA officers with a “bastardized approach to customer service” and pleaded for empathy.
“The unacceptable behaviour of your security personnel is a serious blemish on Canada’s international reputation,” wrote one complainant.
“I am travelling with two live animals and the agent shook and jostled the carrier like a basketball with the cat in the carrier,” one other claimed. “Please teach [your] agents a little compassion.”
Others documented extra severe allegations, together with racial profiling, inappropriate pat downs and sexist feedback.
One passenger alleges an officer used the N-word whereas speaking to a co-worker about their Christmas occasion.
Another was significantly upset when an officer commented on her clothes alternative.
“I was told by the agent that I should wear a sports bra my next trip so that I didn’t have to hold up the line for security for extra screening as I was unable to pass the metal detector due to the underwire in my bra,” she wrote.
“I fly routinely and my choice of undergarments is no one’s business but mine.”
Another complainant was damage when the attendant criticized their tattoos.
“What about when you’re 70? It’s going to look ugly,” she allegedly informed the passenger whereas scanning his physique.
In a jam over jam
Some passengers had been baffled their knives and scissors and bottles of alcohol had been intercepted. (Canada has had some sort of restrictions on liquids, gels and aerosols since 2006)
“Congrats, you just made my Mom cry,” wrote one complainant after their mom’s Disney snow globe was seized.
“You guys were able to totally destroy what has been so far the time of her life here in Canada. You should be very proud.”
One household wrote in asking for his or her kirpan, a ceremonial dagger essential to the Sikh religion, get replaced. In late 2017 Transport Canada up to date its prohibited objects record to permit for blades of six centimetres or much less on all home and worldwide flights, besides to the U.S.
And two passengers took problem with an officer confiscating their jam (strawberry and blueberry, respectively) arguing it should not fall throughout the liquid, aerosol or gel limitations.
“What a disregard towards food wastage in Canada — shame,” wrote the blueberry jam fanatic.
Skimming via the complaints, it turns into clear the curt and typically impolite behaviour is a two-way avenue.
One passenger complained after their carry-on bag was looked for suspicious merchandise, which they declare turned out to be a e book.
Turning in direction of the guard, they responded: “I’m positive you do not know a lot about these.”
The complaints symbolize only a small fraction of the general variety of passengers CATSA offers with yearly. The company mentioned it handled greater than 66 million passengers within the 2017-2018 12 months.
“All complaints are taken critically and are investigated by our shopper satisfaction group, wrote Suzanne Perseo in an electronic mail to CBC.
“As our front-line representatives, screening officers are tasked with enforcing regulations and can sometimes be perceived as rude or inflexible.”
CATSA says one-third of all complaints are deemed substantiated.
If a criticism is substantiated, CATSA could implement adjustments to processes and procedures.
Note: “Previously Published on: 2018-05-20 04:00:00, as ‘Rude officers, seized objects and sensitive pat downs prime CATSA complaints record