Rude workers top the list of airport security complaints in Montreal

Rude remarks, overzealous baggage searches and irritation with security screening officers who appeared to be on a "power trip" were some of the complaints flagged by hundreds of travellers who went through airport security in Montreal over the past few years.

The complaints ranged from minor annoyances such as having an item seized or finding a crumpled dress shirt after their luggage was searched, to more serious allegations of racial profiling, uncomfortable pat downs and no bilingual service.

The 313 complaints were made to the Canadian Air Transport Security Authority (CATSA) between January 2020 and June 2023. Copies were obtained under the Access to Information Act.

The most common gripe was with what passengers saw as rude, unprofessional behaviour. Some wrote in to express their "outrage" at their perceived mistreatment at the hands of screening officers.

"Your agents should be ashamed" of treating passengers this way, wrote one complainant. Another expressed shock at the "disrespectful and arrogant" behaviour of security staff.

Others alleged security screening officers used their position to intimidate travellers.

Last year, a family stuck in a long, slow-moving line wrote that they began to worry they'd miss their connecting flight. Although an officer reassured them it would be fine, they decided to make a note of the agent's name in case they made a complaint.

That's when the officer got upset and asked if there was a problem, which they denied. The complainant said the officer replied, "Oh, this is how you want to play it? I'll show you how you play with me!"

The family said they were then subjected to what they felt was excessive screening.

'An absolute tyrant'

Another woman who suffers from a chronic disease that affects strength, energy and her ability to stand for long periods of time, claims a female agent began screaming at her to collect her luggage bins.

In an online exchange with CBC News, the woman, who asked that her name be withheld because she wanted to keep the details of her disability private, described the officer as "an absolute tyrant and quite verbally abusive."

"It is hard enough to be disabled — then people who are in authority yell at you when you are doing your best to be independent," she said.

Racial profiling, lack of cultural sensitivity

A small number of travellers questioned if racial profiling or discrimination was at play when they went through screening.

A complainant, who identified as a non-white, wrote CATSA to say they were singled out for additional baggage inspection before they even reached the security check area.

"After he inspected my bags, I walked away and turned around and noticed there were additional Caucasian travellers coming after me. Your agent did not stop them," they wrote.

Others said their hair was physically searched or their turban was touched by an agent, with seemingly little regard for cultural sensitivity.

Christine Rodriguez is surprised there aren't more complaints.

The Montreal writer complained to CATSA in 2022 after her curly hair was searched three times in a row at different airports, including in Montreal, which she felt was invasive.

After she went public with her story, she said she was contacted by several people who asked her how to make a complaint.

In a post 9/11 world, she thinks people may be reluctant to question security screeners because they are worried about creating a fuss and jeopardizing their trip.

"I think people accept that this is the burden of travelling," said Rodriguez. "You have to go through security and it's never fun."

Some travellers said they felt humiliated when they were physically searched in full view of other passengers. Others were upset about how they were touched during a security pat down.

After the button on their jeans set off the metal detector, one traveller said an agent told them they'd need to check their waist.

"Before I could agree to the request the agent's hand was below both my pants and underwear," the complainant told CATSA.

Almost 10 per cent of the complaints focused on language issues, with most of those coming from French-speaking passengers who were not offered service in French.

Passengers are supposed to be greeted in both French and English. If a passenger wishes to be served in an official language not spoken by the screening officer, the officer is supposed to find a colleague who does, wrote CATSA spokesperson Suzanne Perseo in an email to CBC News.

John Gradek, who teaches at McGill University's aviation management program, said CATSA agents are required to have a working knowledge of both official languages.

"I think there's probably more complaints about language with Air Canada than there is with CATSA," said Gradek.

Screening contractor changed

But Gradek said CATSA has taken steps in recent months to address complaints of unprofessional or rude behaviour.

The union that represents security screeners in Quebec confirmed that CATSA had changed the contractor that hires its agents from Securitas to GardaWorld Aviation as of April 1.

Gradek says the new contractor has a reputation of being more responsive to customer service complaints.

"I expect those numbers to be reduced significantly, particularly in Montreal," said Gradek.

The complaints represent just a small fraction of the overall number of passengers CATSA deals with every year. The agency said it screened more than 20 million passengers and staff at Montreal's airport between January 2020 and December 2023.

"As our front-line representatives, screening officers are tasked with enforcing procedures and regulations that are set out by Transport Canada and follow international standards," said Perseo.

"Sometimes, passengers perceive screening officers as rude or inflexible when they comply with these procedures."

Perseo said all complaints are thoroughly reviewed and investigated, which may include looking at CCTV video footage.

If a complaint is substantiated, corrective measures may include coaching or additional training. In rare cases, a screening officer may also be de-certified if they fail to meet performance standards, said Perseo.

Complainant hopes for policy review

In a statement, the Montreal airport said a positive customer service experience is critical to the airport's success.

Although the goal is to be complaint-free, passengers can voice their dissatisfaction through internal and external surveys as well as official complaints.

"[Aéroports de Montréal] and its airport partners take all complaints seriously, investigate and therefore share information and work together throughout the year to make sure that missteps are corrected," said Eric Forest, a spokesperson for the Montreal airport authority, in an email.

Rodriguez understands it can be intimidating to go through security, but encourages people to make a complaint as it's the only way to spark dialogue or force CATSA to review its policies.

CATSA is responsible for providing uniforms and training for screening agents, and Rodriguez thinks it would be helpful to include more cultural sensitivity in that training.

In her case, the Crown corporation told her their security screeners followed procedures.

"There was no acknowledgement that going through people's hair was problematic," she said.