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Savvy Traveller: Terminal Aggravation

Posted on 09. Nov, 2009 by BCAA in Living, Transportation

From the shoe line to the ridiculous — is there light at the end of the airport security tunnel?

by Helena Zukowski

Remember the days when “getting there was half the fun” as we flew “the friendly skies”? Well, with in-flight amenities a perk of the past and increased airport security the new reality, air travel these days can be more than a tad trying.

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“The methodology sometimes veers into the ridiculous: the

– the Disney employee chastised for carrying a snow globe; the mother

refused permission to board with her breast pump and empty baby

bottles because her infant was not travelling with her

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Of course, travellers expected airport screening to get tougher post 9/11. But the consensus amongst today’s passengers is that the methodology sometimes veers into the ridiculous – the Disney employee chastised for carrying a snow globe, for example; the mother refused permission to board with her breast pump and empty baby bottles because her infant was not travelling with her – and that common courtesy and respect take a back seat in the push for increased security measures.

Though “there is no latitude permitted in a screener’s interpretation of the rules,” according to Mathieu Laroque, spokesperson for the Canadian Air Transport Security Authority (CATSA), it can be confusing and frustrating for travellers who find that, in reality, there is variance in how airport security rules are interpreted and applied.

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So what’s a disgruntled flyer to do?  Is there any recourse

when airport security personnel neglect common courtesy or

are seen to be acting beyond the bounds of common sense?

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Currently, Canadian airport security is subcontracted by CATSA to local companies such as Garda and Aeroguard. New hires are put through a two-week training program and periodic updates, with advanced training for managers – and “courtesy is definitely one component of the program,” notes Laroque. Still, studies show that most complaints relating to airport security could have been avoided if screeners had been more courteous and respectful. To this end, though travellers still have no choice but to submit to security searches and questioning, passengers are encouraged to talk to airport or airline officials if they feel inappropriately treated. If this doesn’t resolve the issue, fliers can complain directly to CATSA, giving the time and place of the incident and the officer’s name. CATSA will investigate and respond to complainants within 30 days.

In addition, a private member’s Bill (C-310) is now before Parliament for an “Airline Passenger’s Bill of Rights” that would see compensation for last-minute cancellations and flights delayed on the tarmac longer than one hour. If Bill C-310 passes, airlines would also be required to inform travellers regarding missing luggage and the reasons for flight delays within an hour of receiving the information. Canadian airlines are opposing the bill, arguing it would result in higher fares and possible termination of service to smaller communities. However, the legislation continues to proceed: the bill reached second reading in May 2009 and has been referred to committee for final ruling.

New screening technology in the experimental stages at 10 U.S. airports and B.C.’s Kelowna airport (the first in the world to install the device and the test site for all Canadian airports) is another move that supports and enhances the rights of travellers. The Integrated Check Point (ICP) is a full-body scanner that screens liquids and gels in carry-on luggage (these would still need to be stored in baggies), but also shows outlines of what is under passengers’ clothing, such as a wad of money or concealed weapons. The result: less hassle for both passengers and screeners (no more pat-downs, for one). Also on the radar: “one-stop security,” which ensures passengers who have cleared security at one airport are not required to submit to security again before boarding connecting flights. Under the new Canada-Europe Open Skies agreement, by which planes are given open-sky access between any airport in Canada and those in the European Union, passengers flying to Europe would be the first to benefit. (The agreement replaces existing restrictions on routes and prices, as well as eases constraints on control and ownership of airlines.) As for the full-body scanner, Transport Canada will decide by late 2009 whether to expand its use to other Canadian airports.

• What’s your view on enhanced airport security?
• What’s your most aggravating airport security story?
• Let us know!

the official gripe line

Passengers who have complaints about airport security personnel in Canada, or questions about security requirements,  can access the CATSA website at catsa.gc.ca or phone 1-888- 294-2202. Complaints are processed within 30 days. consumer.ca/1753

More Airline Madness.

Lead image courtesy iStock

Tags: Airline Passengers' Bill of Rights, Airport security, CATSA, Integrated Check Point (ICP), One-Stop Security