Airport security screening: complaint or claim to CATSA
Identify the responsible organization, document the checkpoint and choose a comment, complaint or claim.
Immediately follow staff and police instructions. Do not disrupt active screening to film or argue when doing so creates risk.
Identify responsibility
CATSA manages security screening; the airport, airline, CBSA or police may control other stages. Record where the event occurred.
Document screening
Keep the boarding pass, date, time, airport, checkpoint, lane, factual description and receipts. Ask for a name or reference number on site if possible.
Choose the process
Use the questions, comments or complaints form for service. If property may have been damaged during screening, separately review the claim rules and evidence.
Protect information
Mask passport and payment data in unnecessary attachments. A CATSA complaint does not replace a claim to an insurer or carrier.
Questions, comments or complaints — CATSA