Reflecting on my inaugural year as President and CEO of CATSA, I am genuinely impressed by the professionalism and resilience demonstrated throughout the organization, as well as the remarkable achievements attained. These accomplishments serve as a testament to the dedication and hard work of every individual, from our staff and Board of Directors to our valued partners and screening officers who, together, work to ensure the security of Canada’s air transportation system.
In 2023/24, we witnessed the first full year of operational recovery since the onset of the pandemic. With the critical addition of 2,200 screening officers, CATSA successfully managed the surge in passenger volumes, having screened 66.6 million passengers. Our commitment to service excellence led to significant reductions in wait times at Class 1 airports where on average, 95.2% of passengers waited less than 15 minutes to be screened. This surpassed the targeted goal of 85% and provides positive momentum as we work toward a goal of 95% in 2024/25.
Enhancing the passenger experience has been a key focus for our organization and one of my personal priorities. Over the past year, CATSA undertook several initiatives dedicated to advancing customer service while improving security effectiveness. One notable accomplishment was the successful launch of the Verified Traveller Program at domestic and international checkpoints across Canada’s eight major airports. The next phase of the program involves expanding its reach to Transborder checkpoints, and a trial to explore this option took place in late 2023. Additionally, CATSA made significant investments in CT X-ray screening technology, which will be rolled out over the next five years to checkpoints across the country. This state-of-the-art technology aims to modernize our screening procedures and revolutionize the screening experience, with the initial rollout scheduled to commence mid year 2024. Improving the passenger journey will continue to be an organizational objective for the coming years, and I look forward to sharing more on this priority in future.
However, our efforts did not stop there. CATSA piloted and deployed a new gender-neutral detection algorithm for our full-body scanners nationwide, advancing our efforts to deliver inclusive and equitable screening for all passengers. Progress was also made on the commitments outlined in CATSA’s three-year Accessibility Plan and on the recommendations from the Audit of Accessible Transportation for Persons with Disabilities by the Office of the Auditor General. Collaborating closely with aviation partners, CATSA endeavours to create a barrier-free security screening experience that is inclusive and respectful, characterized by kindness and professionalism – all values that are close to my heart.
Another significant development from the past year is the extensive organizational efforts dedicated to procuring and preparing for new Airport Screening Services Agreements, along with the transition to a new maintenance service provider for our screening equipment. These contracts incorporate critical measures that reinforce our commitment to enhancing operational efficiency and elevating service excellence, promising significant positive impacts going forward.
To ensure our organization remains well positioned for the future, we initiated a strategic planning initiative to chart a clear path forward. Additionally, over the past year, a comprehensive workforce planning exercise was conducted, leading to the implementation of an enhanced succession management program focused on ensuring continuity of CATSA’s greatest asset: its workforce. The addition of eighty-four full-time equivalent positions was approved to help relieve operational pressures. With CATSA’s lean structure over the past decade, these additions will bolster our capacity to meet the evolving demands of our industry.
This first full year as CEO has shown me that CATSA is full of potential, with a dedicated workforce and leaders who are committed to excellence in all that they do. I would like to extend my heartfelt thanks to our Board of Directors, Senior Management Committee, our hardworking CATSA employees, the frontline screening workforce, screening contractors, and our valued partners in the aviation industry.
Your unwavering support and collaboration have been instrumental in our successes this past year. Looking forward, I am confident that CATSA is well-equipped and ready to achieve further success. We will leverage our strong foundation to always ensure the highest levels of security and an enhanced passenger experience. Leading such a talented and dedicated team is an honour, and I look forward to our continued success in the year ahead.
Nada Semaan
President and Chief Executive Officer