Customer Service Commitment to Passengers

1. Passengers acknowledged upon arrival

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  • Acknowledge you.
  • Greet you in both Official Languages.

2. Passengers assisted throughout screening process

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  • Guide you through the screening process.
  • Inform you.
  • Answer your questions.
  • Offer you the available options.

 3. Interactions with passengers are courteous and professional

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  • Make your security our #1 priority.
  • Treat you fairly.
  • Be courteous.
  • Listen to you.
  • Handle your belongings with care.

4. Desired customer service outcome:

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  Passengers had a positive screening experience, and have trust and confidence in CATSA.

Note:  Screening Officers actions are aimed at achieving several results, which, combined, lead to one desired customer service outcome.