Corporate Performance

Partner satisfaction

95.0 %

In 2024/25, nearly 92% of partners expressed satisfaction with CATSA; surveyed partners highlighted key strengths, including effective communication channels, and responsiveness to partner needs. The organization will strive to further enhance the integration of CATSA's systems with partners’ systems, increase collaboration, and elevate information sharing to better serve the travelling public.

Overall experience

90.0 %

In 2024/25, almost 92% of surveyed passengers reported a positive screening experience. This represents a 1% increase from 2023/24.

Customer satisfaction
Index

90.0 %

This KPI is above target.

Confidence in security screening

85.0 %

This KPI is above target.

Satisfaction with speed of screening

90.0 %

This KPI is above target.

Satisfaction specific to passengers who used the family and special needs line

90.0 %

In 2024/25, nearly 95% passengers who used the family and special needs lines were satisfied with their overall service.

Satisfaction with service in the official language of choice

90.0 %

The vast majority of passengers reported being served in their official language of choice.

Wait Time Service Level (WTSL)

(All Periods)

95.0 %

In 2024/25, 97% of passengers waited less than 15 minutes to be screened at Class 1 airports.

Wait Time Service Level (WTSL) (At Peak)

85.0 %

In 2024/25, 93.4% of passengers waited less than 15 minutes to be screened at Class 1 airports at peak periods.

Innovation Culture

Almost 80% of surveyed employees agree that CATSA fosters an open culture of innovation and creativity. The organization will continue to prioritize initiatives that will strengthen the pro-innovation workplace culture.

Consistency – Security Screening Procedures

In 2024/25, CATSA achieved a 94.8% compliance rate. This represents a slight decrease of 0.2% from 2023/24. CATSA works with screening contractors to sustain, and improve upon, its strong operational performance.

Employee Satisfaction

85.0 %

In 2024/25, 85% of employees who completed the Employee Satisfaction Survey indicated they are satisfied with CATSA as their employer.

Employees who meet the official language requirements of their positions

75.0 %

In 2024/25, this KPI increased by 2.8%, driven by CATSA’s ongoing efforts to hire bilingual candidates, as well as employees successfully completing their second language training.

Workforce Demographics

Women:
49.0%

Indigenous Peoples:
2.6%

Members of visible minorities:
30.9%

Persons with disabilities:
12.7%

Women:
45.1%

Indigenous Peoples:
3.3%

Members of visible minorities:
29.1%

Persons with disabilities:
4.6%

Workforce demographics increased in all four designated groups compared to 2023/24. This conveys positive results from 2024/25 recruitment efforts, which include improvements to CATSA's online career page. Additionally, partnerships with diversity, equity, and inclusion advocacy organizations, including the Indigenous recruitment organization Grand River Employment and Training, support CATSA’s efforts to enhance designated group representation in its workforce.

CATSA’s attrition rate remained better than the 2024/25 target despite a slight increase from 4.9% in 2023/24.

The results for this KPI are from the most recent Employee Satisfaction Survey. CATSA will continue to prioritize the wellbeing and development of its employees.

Women:
45.3%

Indigenous Peoples:
1.1%

Members of visible minorities:
27.3%

Persons with disabilities:
8.0%

As of March 31, 2025, CATSA’s screening contractors provided the demographic data for the first time.

The screening contractors are subject to the Government of Canada’s legislated demographic targets for their federally regulated workforces and must report their progress to the Government of Canada. CATSA will continue to engage and collaborate with its screening contractors to encourage diversity and inclusion.

The overall national attrition rate declined by 8.5% compared to 2023/24. Among full-time screening officers, attrition improved with a 5.3% decrease while part-time screening officer attrition decreased by 11.8%.

90.0 %

In 2024/25, the national training and certification success rates across all regions were above target, resulting in the highest national performance rate to date. This represents an increase of 2.7% since 2023/24.