Canada Expands Assistance for Passengers in Security Screening with Bilingual Facilitators Across 16 Airports

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.

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.

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: