I did file a formal complaint with CATSA. The reply is (predictaby) ludicrous and I have reproduced it below:
Patry, Mathieu <[email protected]>
Date: Mon, Dec 11, 2023 at 11:16 AM
Subject: CATSA - CAS-453624 - Complaint - Screening Procedures CRM:0004662292
To: xxxx
Good day xxxx
On behalf of the Canadian Air Transport Security Authority (CATSA), we acknowledge receipt of your complaint dated November 8th, 2023 in which you express concern with your pre-board screening experience at the Ottawa International Airport.
We regret that you encountered delays. CATSA meets regularly with airport authority and air carrier representatives to discuss flight volume at the airport. With this information and historical data, CATSA calculates the number of lines that should be open and the number of screening officers required. We work within our operating budget and do everything we can to reduce the lineups while continuing to maintain the highest levels of security. Passengers are expected to arrive at the screening checkpoint with plenty of time to get through pre-board screening.
Please note that he Verified Traveler line at the Ottawa international Airport is only available from 4:00 a.m. to 8:00 a.m. and 2:30 p.m. to 6:30 p.m as per our website. Verified Travellers - CATSA (catsa-acsta.gc.ca)<https://www.catsa-acsta.gc.ca/en/verified-travellers>
Should there be a need to expedite a passenger through the security screening queue due to close connecting flights or other factors, it is the responsibility of air carrier personnel – if they so choose – to remove their passengers from the queue and subsequently present them to screening officers to facilitate priority screening. This procedure is in place to ensure that passengers do not attempt to bypass the security queue of their own volition. It is a process undertaken daily in airports across Canada.
CATSA plays an integral role in the Government of Canada’s aviation security system and takes pride in serving the travelling public. While security is CATSA’s top priority, we also strive to maintain a high level of customer service and professionalism. We trust that, with your understanding of the security measures, your future travels will be pleasant.
Sincerely,
Mathieu Patry
Coordinator, Client Satisfaction / Coordinateur, Satisfaction de la clientele
Canadian Air Transport Security Authority (CATSA)
Administration canadienne de la sûreté du transport aérien (ACSTA)
[email protected]
NB Check out his title. Oxymoron or what?