Travellers passing through Ottawa International Airport over the past year and a half have raised concerns about what they describe as unprofessional and invasive behaviour by security screening officers. According to data obtained by CBC News through an access to information request, the Canadian Air Transport Security Authority (CATSA) received 138 complaints between January 2023 and mid-May 2024 related to the airport’s security checkpoint process.Complaints ranged from accusations of rudeness and unprofessionalism to claims of invasive body and bag searches. Some passengers alleged that officers made inappropriate requests, such as asking them to remove clothing in public areas without offering a private space. One traveller described the experience as “unnecessary and uncomfortable physically and emotionally,” while others used terms like “disgraceful” and “truly appalling” to describe their encounters.CATSA, which screened approximately 2.9 million passengers at the Ottawa airport during this period, emphasized that these complaints represent a “very small fraction” of the total number of travellers. The agency stated that it thoroughly investigates all complaints and that some may remain unsubstantiated. However, the complaints have raised concerns among experts. Petra Molnar, a lawyer specializing in border technologies and human rights, described the reports as “extremely concerning,” emphasizing that security should not be used as an excuse for unchecked behaviour.Several complainants and experts have called for improved training for screening officers to prevent abuse of power and ensure that human rights are respected. CATSA acknowledged the importance of ongoing training and reiterated its commitment to providing high-quality service.
Despite the low percentage of complaints relative to the number of passengers screened, the Ottawa International Airport Authority expressed disappointment and vowed to work with CATSA to enhance the traveller experience.The issue highlights the delicate balance between security and respect for passengers’ rights, with travellers and authorities alike seeking to ensure that future interactions at security checkpoints are both professional and respectful.
Ottawa Airport Travellers Report ‘Unprofessional’ Behaviour by Security Screeners