Passenger Traffic and Screening Operations
Supported by nearly 9,000 screening officers, employed through service agreements with third-party screening contractors, CATSA screened 66.6 million passengers in 2023/24, reflecting a 16.6% increase from the 57.1 million passengers screened in 2022/23, and 2% below pre-pandemic passenger traffic. In the coming years, it is anticipated that screened passenger traffic will further increase to an estimated 73.1 million in 2024/25, and 78.8 million in 2025/26.
Airport Screening Services Agreements
Procurement planning for the new Airport Screening Services Agreements began in 2021/22 in order to have new contracts awarded in November 2023. These new contracts are for a five-year term, and can be renewed for two additional five-year periods, at CATSA’s discretion. Prior to soliciting bids for new contracts, CATSA identified areas for improvement and incorporated lessons learned from the pandemic, including introducing new measures to advance Government of Canada priorities in the areas of official languages, accessibility, and diversity and inclusion. This multibillion dollar procurement was a significant undertaking which required considerable planning and support from all areas of the organization. CATSA took all steps to ensure transparency, openness, fairness and value for money, including using the services of a third-party process monitor to provide independent assurance that the procurement process to select the successful bidders followed the procedure described in the request for proposals. The process monitor did not identify any deviations from the pre-established process for the Airport Screening Services Agreements procurement.
The following table indicates the screening contractors in each region.
| Region | Effective April 1, 2024 |
|---|---|
| Pacific | Paladin Airport Security Services Ltd. |
| Prairies | Paladin Airport Security Services Ltd. |
| Central | GardaWorld Security Screening Inc. |
| East | GardaWorld Security Screening Inc. |
CATSA established a Transition Steering Committee to facilitate the seamless implementation of the new service agreements. Across the organization, both at headquarters and in the regions, employees worked diligently on transition plans to ensure there was a seamless shift from one contractor to another in each region. These multifaceted transition plans targeted operational readiness, staff orientation, implementation of new systems, and execution, in addition to stabilization plans that extended well beyond the April 1, 2024 service commencement date. Furthermore, CATSA had a comprehensive communication strategy to facilitate the transition.
Pre-board Screening Wait Time Service Levels
Ensuring the highest level of security and the best possible passenger experience is CATSA’s top priority. As such, in 2023, CATSA initiated a plan to improve its wait time service level target to 95% of passengers waiting less than 15 minutes to be screened at Class 1 airports on an annual basis (95/15). CATSA has been working with the Government of Canada and industry to address factors that may impact the achievement of the enhanced wait time service level target, including labour market conditions, airline flight schedules, accurate and timely forecast information, optimal checkpoint space, and staffing levels.
In 2023/24, CATSA was funded for a wait time service level target where, on average, 85% of passengers wait less than 15 minutes to be screened at Canada’s eight largest airports (85/15) as well as funding to improve the wait time service level to 95/15 beginning in 2024/25. CATSA delivered a wait time service level of 95.2% in 2023/24, well ahead of the planned timeline.
The following graph shows 2023/24 screened passenger traffic and wait time service levels (all periods and at peak periods):
Note: Peak periods are times when checkpoints experience high traffic volumes; these periods can differ between checkpoints and within the same checkpoint over time, given changes to variables such as flight schedules. The methodology for peak periods includes identifying periods per day in which traffic volumes are above average.
Table- Screened Traffic and Wait Time Service Levels
| Month | 2023 Apr |
2023 May |
2023 Jun |
2023 Jul |
2023 Aug |
2023 Sep |
2023 Oct |
2023 Nov |
2023 Dec |
2024 Jan |
2024 Feb |
2024 Mar |
|---|---|---|---|---|---|---|---|---|---|---|---|---|
| WTSL - All Periods Class 1 | 94.1% | 94.4% | 92.7% | 92.1% | 93.7% | 95.6% | 95.9% | 96.1% | 96.0% | 96.6% | 97.1% | 98.1% |
| WTSL - Peak Periods Class 1 | 87.2% | 87.7% | 83.8% | 83.1% | 85.9% | 90.5% | 90.7% | 91.4% | 91.2% | 92.5% | 93.5% | 95.7% |
| Screened Traffic Class 1 | 4.19 | 4.41 | 4.85 | 5.54 | 5.55 | 4.79 | 4.65 | 4.14 | 4.53 | 4.32 | 4.22 | 4.55 |
| Screened Traffic Class 2 & 3 | 0.51 | 0.53 | 0.59 | 0.66 | 0.66 | 0.57 | 0.56 | 0.46 | 0.51 | 0.47 | 0.47 | 0.52 |
| All Periods target Class 1 - 85% | 85% | 85% | 85% | 85% | 85% | 85% | 85% | 85% | 85% | 85% | 85% | 85% |
| Peak Periods target Class 1 - 75% | 75% | 75% | 75% | 75% | 75% | 75% | 75% | 75% | 75% | 75% | 75% | 75% |
Pre-board Screening
CATSA uses a variety of technologies at pre-board screening checkpoints that are replaced in accordance with CATSA’s lifecycle management practices and are driven by innovation. More specifically, the multi-year screening technology capital plan is guided by three main drivers: enhance screening effectiveness; improve the passenger experience; and the lifecycle management of older equipment.
Computed Tomography X-ray at Pre-board Screening
A key initiative of the screening technology capital plan is the replacement of pre-board screening X-ray technology with computed tomography CT X-rays at Class 1 and Class 2 airports, and the replacement of single-view X-ray machines with multi-view versions at Class 3 airports. As the largest deployment of new screening equipment in CATSA’s history, introducing CT X-ray provides an opportunity to enhance security effectiveness by improving detection capabilities, while also significantly enhancing 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. Following the CT X-ray trial that took place in 2022 at the Ottawa International Airport, CATSA conducted a procurement process for over 200 units which was finalized in November 2023. Further technical reviews are being conducted to inform training and standard operating procedures in order to deploy the first PBS CT X-ray equipment to select Class 1 airports in 2024/25.
Full Body Scanner Lifecycle Management
CATSA has continued its multi-year full body scanner deployment project, which entails replacing the older fleet of full body scanner units with a newer version that has a smaller footprint, with a focus on deploying new units to Class 2 airports that do not have such equipment, and deploying additional units at Class 1 and 2 airports to enhance capacity. The smaller footprint will provide CATSA with flexibility to fit more units at security screening checkpoints with space constraints. As well, CATSA upgraded all of its full body scanner units with a new gender-neutral detection algorithm by the end of March 2024. This change results in a better passenger experience and more efficient screening.
CATSA Plus
CATSA Plus transforms the customer experience through tangible innovations to the screening process, while enhancing security effectiveness, including substantial improvements in X-ray processing capabilities, less touchpoints between screening officers and passengers through self-service features, and remote screening resulting in minimal interactions with travellers that do not generate an alarm during the screening process.
There are now eighty-four CATSA Plus lines deployed across the seventeen largest airports in Canada; resulting in more than 60.9% of the travelling public being screened using CATSA Plus technology in 2023/24. CATSA has been working with airport authorities to identify opportunities to deploy additional CATSA Plus lines.
With the deployment of new CT X-rays at pre-board screening checkpoints, CATSA has been developing short and medium length CATSA Plus lines. These modified lines will be instrumental at airports with more limited physical space. These modified CATSA Plus lines will provide the means for individuals travelling from smaller airports to receive an improved travel experience.
Verified Traveller Program
In May 2023, the Minister of Transport announced the creation of the new Verified Traveller program. This program enhances the traveller experience by providing dedicated screening lines for travellers that have undergone extensive background checks and carry special photo identification cards. This includes NEXUS, Global Entry, air crews, airport employees with Restricted Area Identity Card access, military members and reservists, and police officers.
At select security checkpoints, eligible travellers can keep permitted liquids, aerosols, gels and large electronics inside their carry-ons, reducing their divesting and repacking time.
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.
Preliminary wait time service level results taken between Q2 – Q4 2023/24 illustrate significantly improved wait times for Verified Traveller lines. Specifically, over 94% of verified travellers waited less than five minutes to be screened, while nearly 69% of passengers using regular screening at the same airports waited five minutes or less to be screened. While it is still early in the implementation of the program, CATSA is encouraged by these results and will monitor the ongoing progress of this new program in collaboration with Transport Canada and airport authorities.
Passenger Testimonial
Toronto Pearson International Airport
“Verified Traveller” in the domestic line at Terminal 3 this morning was great!
Non-passenger Screening
In January 2024, Transport Canada confirmed its future requirements for the non-passenger screening program, which will result in the implementation of new screening standards by January 2025. Additionally, CATSA has been exploring the use of artificial intelligence to supplement its oversight activities at non-passenger screening vehicle checkpoints given their distance from the terminal building. At Calgary International Airport, CATSA has tested an in-house prototype that can detect screening anomalies, which will allow the performance officers to enhance and target their oversight. Further research will be undertaken to assess how the prototype can augment the organization’s oversight posture across all mandated screening programs.
Restricted Area Identity Card Program
CATSA’s Restricted Area Identity Card program allows airport authorities to maintain control of the restricted areas of airports. This system employs biometric scanners to identify those authorized to enter restricted areas. In 2023/24, the Restricted Area Identity Card Mobile Biometric Reader project was completed, which replaced the older biometric readers with new dual biometric devices (fingerprint or iris). The new device provides greater functionality to verify the identity of non-passengers in a wider range of operating environments, consistent with the expansion of Restricted Area Identity Card requirements outside of the airport terminals.
Investing in CATSA Employees
CATSA prioritizes continuous improvement in its human resources practices and programs, and embarked on a workforce planning exercise to identify and prioritize resource requirements. This exercise allowed CATSA to address capacity concerns and resource needs, as well as meet the expectations of the Government of Canada, industry partners and passengers. There were also enhancements to employee benefits, including coverage for mental health services. Additionally, CATSA initiated a new succession management program to reduce the risk of extended vacancies in critical positions and to improve recruitment and retention. Furthermore, CATSA reconfigured its workspace at its headquarters, accommodating the evolving needs of a hybrid workforce with redesigned workstations and multiple new collaboration areas within a 33% reduced leased space.