CATSA strengthened security screening operations and enhanced the passenger experience while supporting the Government of Canada’s social, economic, and environmental priorities.
Reduced wait times and improved customer service
- Improved wait time service levels: In 2023/2024, 95.2% of passengers waited less than 15 minutes before being screened, surpassing the wait time service level for which CATSA was funded, i.e. 85% of passengers waiting less than 15 minutes (85/15).
- New and improved Airport Screening Services Agreements: New and improved contracts for security screening services commenced April 1, 2024. These contracts include new measures to improve the passenger experience, notably in the areas of official languages and accessibility, and strengthen oversight of security screening, including customer service. These multibillion dollar contracts were a significant undertaking which required considerable planning and support from all areas of the organization, and will ensure the highest level of security screening, while providing better service to travellers.
- Verified Traveller Program: This program was launched in May 2023, and allows vetted passengers to benefit from an expedited security screening service. By August 2023, Verified Traveller lines were implemented at domestic/international checkpoints at Canada’s eight largest airports. In late November 2023, a trial began at Vancouver International Airport’s Transborder checkpoint. According to preliminary results, more than 94% of verified travellers waited less than five minutes to be screened at Verified Traveller lines.
- Computed tomography X-ray at pre-board screening: Computed tomography (CT), which requires significant planning with the airport authorities, will enhance security effectiveness by improving detection capabilities and will enhance the passenger experience by reducing or even eliminating the requirement to divest items like large electronics, permitted liquids, aerosols and gels, subject to Transport Canada approval.
Introducing CT X-rays at Class 1 and Class 2 airports, including the replacement of singleview X-ray machines with multi-view versions at Class 3 airports, is the largest deployment of screening equipment in CATSA’s history. Following the acquisition of the equipment in November 2023, CATSA installed two CT X-rays at its test facility in order to conduct additional technical reviews to inform training and procedures before introducing the screening equipment at airports.
Enhanced collaboration with aviation partners to facilitate the travellers’ journey
- Engaging partners: CATSA engages with industry partners on solutions to improve the traveller experience, as well as to share timely information to facilitate a positive end-to-end journey for passengers. CATSA actively participates and collaborates in various forums with industry partners, including the Aviation Recovery Operations Committee led by Transport Canada and subcommittees on data sharing and increased accountability as well as in discussions on aviation security and accessibility.
Domestic and international partners have been engaged, including the United States Transportation Security Administration (TSA), to share best-practices in numerous areas with the focus on maintaining agile operations to respond to evolving responsibilities and threats. Additionally, members of CATSA’s senior management participated in international engagements, including the Passenger Terminal Expo, with the aim of engaging with a broad spectrum of industry partners and gaining exposure to future industry innovations.
Furthermore, CATSA’s Standard Operating Procedures, including the training program for screening officers, have been regularly updated to ensure CATSA stays ahead of the changing aviation environment.
An inclusive and respectful screening experience for all travellers
- Gender-neutral algorithm: The deployment of this new algorithm on all full body scanners, which was completed in March 2024, advances CATSA’s efforts to deliver an inclusive screening experience to a diverse travelling public. Additionally, it results in less false alarms, requiring fewer passengers to be physically searched.
- Improving accessibility for all travellers: CATSA has implemented measures to improve accessibility for air travellers. In the new Airport Screening Services Agreements, CATSA introduced new bilingual facilitator positions that support passengers with disabilities and ensure all passengers can go through security checkpoints with respect and ease. The 2023/24 year has also been an important milestone in long-term efforts to enhance its consultation and communication efforts on accessibility. CATSA incorporated learnings from advocacy groups and the invaluable lived experience of persons with disabilities into new training for screening officers and supervisors.
- Respectful screening experiences: In 2023/24, CATSA consulted various organizations to improve the overall screening experience for passengers, including those with differing needs. As an example, Egale provided thoughtful insight on how to improve the screening experience for 2SLGBTQI individuals. Additionally, CATSA consulted with the World Sikh Organization to expand knowledge relating to the screening experience of passengers with articles of faith and religious headwear. In March 2024, 94% of passengers indicated they were served in the official language of their choice. As well, by December 31, 2023, over 95% of screening officers and 98% of screening contractor supervisors completed the Indigenous Cultural Awareness program.
Improving security screening through innovative solutions, including pilot projects
- Hold baggage screening equipment lifecycle management: To enable passengers’ baggage to be screened more efficiently through increased screening capacity at airports, CATSA purchased additional hold baggage screening CT X-rays, where operationally required. CATSA also initiated the replacement of X-rays used for the screening of oversize checked baggage at Class 1 airports with CT X-rays to enhance security effectiveness.
- Ongoing research and development: CATSA continues to explore the application of advanced analytics techniques and artificial intelligence to enhance screening operations and training programs for frontline personnel. The organization is also supporting a future transition to a more automated approach to the passenger journey through the Air Travel Right-Touch Solution. This includes industry pilot projects and development of standards for digital identity verification and biometric screening.