As I reflect on my first year as Chairperson of CATSA’s Board of Directors, I am filled with immense pride to be part of an organization entrusted with such a significant mandate that contributes to the security of air travellers. It has been a year marked by collaborative efforts, meaningful strides and excellent outcomes. I look forward to continuing this important mission in the years ahead.
Based on invaluable lessons learned from the return to travel in summer 2022, the Board undertook a major shift towards future-focused initiatives, propelled by a commitment to guide CATSA towards excellence. This began in June 2023 when the Board and the CATSA management team embarked on a series of strategic planning discussions building on the future for CATSA. Over the course of the year, the Board reviewed and enhanced our governance and oversight practices, listened and learned from partners in the aviation industry, and committed to delivering the best service to the diverse needs of the travelling public. Working together with CATSA’s management team, the organization provided the highest level of security screening to air travellers while making significant progress in improving the passenger experience. Wait times for screening markedly improved, the new Verified Traveller Program was launched, technology was deployed to improve efficiency and advance more equitable screening for all passengers, and continuous close cooperation with our partners. Additionally, planning and investments made this year will further improve security screening and the passenger experience in the years to come.
The theme of this year’s annual report, “Enhancing the Passenger Journey” reflects CATSA’s commitment to continuous improvement on all fronts. With a steadfast focus on its security screening mission, CATSA has continued advancing its goal to provide excellent customer service. This has been done not only through innovation and investments in technology, but also its ongoing work on accessibility, reconciliation, and an unwavering commitment to inclusivity and respect for all travellers. Building on significant progress made over the past year, CATSA will pursue these priorities, while eliminating barriers and further enhancing the services provided to the travelling public. Key to these efforts is engaging with passengers – by listening to them and taking into account their diverse needs and experiences as travellers.
The successes of this year are a testament to the concerted efforts of the entire CATSA team and its partners, as well as the Government of Canada’s commitment to security screening services outlined in Budget 2023. On behalf of all Board members, I extend our thanks to CATSA’s senior management and staff, to Transport Canada officials, and to the screening contractors and screening officers for their exceptional work and all that has been accomplished over the past year. I would also like to express sincere gratitude to our partners in the air travel industry. Your collaboration is instrumental as we accomplish our collective goals.
Finally, I would like to thank the members of the Board of Directors for their work and continued commitment to CATSA. It is an honour to work alongside you to ensure CATSA is meeting its important mandate and organizational objectives.
As we embark on the coming year, I look forward to a future marked by continuous improvements to the delivery of CATSA’s mandate, a strong commitment to Government of Canada priorities, and an unwavering focus on service excellence at all airports and for all passengers.
Thao Pham
Chairperson of the Board of Directors