It took five months but finally an apology from airport security

On Jan. 16, I posted about the hassle we endured by airport security at Toronto Pearson. Our mobility chair (my partner is disabled) has to be shipped separately from the lithium battery (left), which we carried on board as per airline regulations (no batteries allowed for safety reasons in cargo hold). But an agent didn't recognize it and held it for several minutes despite the fact I told her what it was. Who knew what was going through the glum staffer's mind but she was obviously suspicious. She consulted with other security and finally a supervisor, who told her to release it. After arriving home I complained to CATSA Jan 9 and finally got a reply May 28. (I'd all but given up hearing from them.) Here it is: "Good day Ronald, On behalf of the Canadian Air Transport Security Authority (CATSA), I wish to respond to the concerns you brought to our attention on January 9, 2025, regarding your pre-board screening experience at Toronto Pearson International Airport. Upon receipt of your complaint, a detailed review was initiated, including viewing the video footage and consulting with our regional management. Our regional management was able to identify the screening officers you dealt with on that day and review your screening experience. Our review resulted in actions and the necessary measures have been taken to prevent this type of situation in the future. We regret that your screening experience was unpleasant. We appreciate that security measures can sometimes be challenging and time consuming and we regret that this incident was upsetting to you. Please be assured that your feedback allows us to review our current services and improve the passenger experience at all 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 your future travels will be pleasant. Sincerely, Patricia Gusta, Coordinator Client Satisfaction, Canadian Air Transport Security Authority (CATSA) 

This wasn't the first time my partner's disability triggered a false alarm. Three years ago, in Frankfurt, security detected something in her carry-on. Next thing we knew two guards with machine guns had been called over. I'm pleased to say that was resolved rather quickly. 

- Ron Stang, Windsor Ontario Canada, a frequent traveller