I've started flying out of YOW a lot this year and I've never been impressed with priority security, at least compared to other airports I fly through. You get priority over the longest part of the non-priority queue, but then you join a common queue that at busy times is about 20 people back or more from access to the scanners. When it's not busy, there are just those 20 people ahead of you and there is no difference between priority and non-priority, since the priority line does not actually skip any of the real line, if you see what I mean.

Today though there just wasn't any priority line at all, for a reason I couldn't discern. The guy pointed me down the non-priority line and when I asked about it he just said priority was closed. I couldn't figure out why this would be since, as I said, priority is simply another, more direct route at YOW, and that route was lying there untrammelled by anyone.

The line was backed up into the main hall, and was moving slow. Has anyone experienced that or know the explanation?

I am based in YOW and and how the security queue is managed is one of my pet peeves. The Priority Lane was not open (now called Verified Travellers) during my last visit because either: 1) testing wasn't complete, or 2) it won't always be open, depending on who you ask.

There are now four lines, up from three, and the system seems to be getting worse. On the far left is the only actual priority line, for Nexus folks, which whisks people directly to screening, behind nobody except other people in that Nexus line. Then comes the family line. Then the 'priority security' line. Then the normal line. The so-called priority security line (and the family line) just inject you into the normal line about 40 to 60 (depending on density) people back from the screening machines. It took 20 minutes today to get through security today, 19 minutes of which was behind people who didn't have priority security.

In my experience priority security lets you jump the queue, you don't end up stuck behind several dozen non-priority travellers. E.g. that's what it's like everywhere else I've gone through security this year, maybe 6 or 8 airports. Is my experience unusual or is YOW just out of touch with what priority security is supposed to be?

20 minutes might not seem like much but for a short domestic flight it really affects airport arrival time, especially because that's 20 minutes when nothing goes wrong, e.g., you don't get randomly flagged for a search and find yourself 12th in the queue for special screening because of all the FOTSG who didn't realize you can't bring full bottles of shampoo, etc., in your carry on.

This is a non-issue for Nexus holders but there are probably a ton of non-Canadians flying business class out of YOW who can't even get Nexus.

Same.
On Nov 8, it was so bad, only one lane open at 2 pm. Even NEXUS was affected!
I asked to speak with the manager, Wayne. He agreed YOW is understaffed, did not say if the problem was Garda or CATSA ?

It may be staffing but it is also a basic design issue. At the very least priority security folk could go down the same lane as the family people, although that would only put them ahead of three or four non-priority people. But really, is there a reason that there are only two very wide lanes running down that left hand side, the nexus one and the one that combines non-priority, priority, and family? Each lane is significantly wider than it needs to be and you could easily fit three lanes in, so that the priority people at least get all the way to the room with screenings, even if there is not a dedicated lane for them.

I'm keen to complain about this too but am not sure who to contact.

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 s�ret� du transport a�rien (ACSTA)
[email protected]
NB Check out his title. Oxymoron or what?

My usual M.O. is to complain to everyone. On top of CATSA, you can also let your MP and/or Minister of Transport know and the airport. I would preface the complaint to the airport by saying that you understand the airport is not directly responsible and have already contacted CATSA directly, but CATSA experiences reflect on the airport overall and I'm sure the airport and CATSA have a good working relationship to resolve issues.

I never expect an actionable reply, but I figure the squeaky wheel gets the grease. No complaints = everything is fine.

"Passengers are expected to arrive at the screening checkpoint with plenty of time to get through pre-board screening."

Yes. The problem is we have no way of knowing what "plenty of time" is at YOW. Is it 10 minutes? Is it 30 minutes? It is an hour?

At any airport there will be extraordinary situations where you reasonably expect it to be 3-5 minutes and it becomes an hour. Maybe a machine is broken. Etc. But at YOW it is a bit too much like a roll of the dice.

I guess they would reply that "plenty of time" means *assume there will be no priority security of any kind, and it might be busy, and so it could take 30 to 45 minutes to clear security". That is probably safe. The problem is it's a ridiculous way to run an airport especially one whose main business is short domestic shuttles.

The other issue here is that priority screening is not just about time, it's about comfort. If you fly a lot shuffling along in a line for 15 minutes to get to screening is just more travel friction. Sure, it's a first world problem. But it is still annoying especially in winter when one probably is dragging around a winter coat in addition to carry on, etc.

Slightly off topic, but can anyone confirm whether I, as a Nexus holder, can go through the Nexus line @ YOW with my infant and spouse (non-nexus holders). Catsa's website indicates that it is possible to do so for Verified-Traveller-Front-of-The-Line service, but not for Verified-Traveller it is not. As far as I am aware, YOW has Nexus line, Priority line, and regular line, so unclear.

Security yes infant no spouse. USCIS only you.