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MP32024–25 Departmental results report: At a glance
This departmental results report details the Canadian Transportation Agency’s actual accomplishments against the plans, priorities and expected results outlined in its 2024–25 Departmental Plan. See the associated Departmental Plan.
Key priorities
The Canadian Transportation Agency (Agency) identified the following key priorities for 2024-25:
- Resolve the Backlog: Develop and implement the new Air Passenger Protection Regulations (APPR) and accelerate the timely resolution and elimination of the backlog of air travel complaints;
- Improve Accessibility in the Transportation System: Leverage all of the Agency's tools to enhance accessibility within the transportation system;
- Enhance Stakeholder Engagement: Engage with participants of the transportation system to advance the Agency’s mandate;
- Cultivate a Culture of Continuous Improvement: Develop an organizational culture of continuous improvement, innovation, and databased decision making to drive the best results for Canadians; and,
- Build a Diverse and Resilient Organization: Focus on creating an organization that is diverse, inclusive, accessible, resilient, and that fosters a sense of belonging.
Highlights
Highlights for the Canadian Transportation Agency in 2024-25
- Total actual spending (including internal services): $58,705,512
- Total full-time equivalent staff (including internal services): 408
For complete information on the Agency’s total spending and human resources, please refer to the Spending and Human Resources section of its full departmental results report.
Summary of results
The following provides a summary of the results the department achieved in 2024-25 under its main areas of activity, called “core responsibilities.”
Core responsibility 1: Independent regulatory and dispute-resolution services for transportation providers and users
Actual spending: $44,118,074
Actual full-time equivalent staff: 317
Departmental results achieved:
- Departmental Result 1: An efficient, competitive national transportation system
- 1A: Transportation Fluidity Index
- 1B: Percentage of regulatory authorities issued and determination cases resolved within service standards
- 1C: Percentage of disputes resolved within service standards
- Departmental Result 2: Persons with disabilities have access to justice and accessible transportation services
- 2A: Number of air travel accessibility complaints received per 100 flights
- 2B: Percentage of accessibility disputes resolved within service standards
- Departmental Result 3: Consumers have access to justice and protection for air travel
- 3A: Number of air travel consumer complaints received per 100 flights
- 3B: Percentage of air consumer protection disputes resolved within service standards
In 2024–25, the Canadian Transportation Agency (the Agency) made significant progress in advancing its three core responsibilities of helping ensure the national transportation system runs efficiently and smoothly in the interest of all Canadians, providing consumer protection for air passengers and protecting the fundamental right of persons with disabilities to accessible transportation services.
In June 2023, Parliament made changes to the Canada Transportation Act (the Act). The goal was to modify how the Agency processes air passenger complaints, to strengthen the Canadian air passenger protection regime, and to require the agency to recover its costs for processing air passenger complaints,
To implement these changes, the Agency, after consultation with the Minister of Transport, proposed amendments to the Air Passenger Protection Regulations (APPR) which were published in Canada Gazette, Part I in December 2024 for a 75-day public consultation which closed on March 6, 2025. The Agency put in place a new air passenger complaint processing model in September 2023. In its first full operating year, the Complaint Resolution Office closed a record number of complaints – over 33,000 complaints in 2024-25 – nearly triple the volume handled in 2022–23. However, over the last three years, more than 40,000 complaints per year were received, hitting a record high of over 46,000 complaints in 2024-25, resulting in a backlog of 84,398 cases by the end of the fiscal year.
The Act now requires the Agency to cost recovery from airlines a fee per eligible air travel complaint. To this end, in Fall 2024, the Agency conducted public consultations on a proposal to cost recover, from airlines the whole, or part of its costs for processing air travel complaints.
The Agency also advanced its rail-related priorities. As an example, it launched its five-year review of the Railway Interswitching Regulations in support of ensuring fair rates and reasonable access to services from multiple railways, thereby promoting greater competition within the system.
The Agency pursued various initiatives at the domestic and international levels to improve the accessibility of the transportation system. Working with persons with disability and industry, the Agency advanced in two particular priorities; improving the safe and secure handling of mobility aids and the training of employees working in transportation service providers. With regards to international cooperation, the Agency continued to play a key leadership role in discussions within the International Civil Aviation Organization (ICAO). For example, the Agency supported, promoted, and collaborated in the advancement of ICAO’s strategy on accessibility in international aviation. The Agency is also progressing on the implementation of improvements to its accessible travel complaints process, given the increase seen in accessibility complaints being filed to the Agency.
For more information on the Agency’s regulatory and dispute-resolution services for transportation providers and users read the ‘Results – what we achieved’ section of its departmental results report.
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