[Larry Berg] said his airport has an enviable record for handling large volumes of people and bags, but "I think what we've lost a little bit is the human touch, the ability to reach out to people -- individuals who may have unique circumstances such as ([Robert Dziekanski]) did."

About nine and a half hours later, RCMP officers were called to the airport to deal with Dziekanski, who at that point was reported to be in a much more intense state of distress. The officers shocked the immigrant twice with a Taser and then tackled him. Dziekanski died soon after.