The Canadian Air Transport Security Authority (CATSA) (French: Administration canadienne de la sûreté du transport aérien, or ACSTA) is a Canadian Crown corporation responsible for the security screening at the 89 designated airports in Canada. CATSA was officially formed April 1, 2002, following the September 11 terrorist attacks in the United States. After 9/11, the Government of Canada took responsibility for airport screening from the airlines.
Today airports and carriers around the world are responding to increasingly mobile and social travelers, who expect real-time response across a variety of media channels when facing flight delays or long security lines. As part of its mandate to inform travelers about the screening process, including what is and isn’t allowed on flights, CATSA recognized the need for a social media strategy to enable them to monitor and respond to questions and concerns.
Standardizing first on Twitter, CATSA selected CAROUSE to develop and deliver a one-day information session to its communications team as part of examining and incorporating industry best practices. CAROUSE also worked with the CATSA comms team to craft a launch strategy, create timely tweets along with a longer term engagement and escalation strategy to ensure travelers receive information and can interact with CATSA wherever and whenever they want.