In its 2008-11 Strategic Plan, the Agency identified five priorities for action. What follows is a brief summary of key accomplishments regarding each of these five priorities in 2009-10.
Effective dispute resolution and industry regulation
Met or continued to make progress in meeting the targets set out in the Agency's Performance Framework;
Complied with Ministerial Directives related to a Canada-U.S. dispute involving professional sports team air charters, one of which called for an investigation into the carriage of passengers by U.S. carriers solely between Canadian cities;
Supported the negotiation of important bilateral air transport treaties;
Accepted tariff filings from Air Canada, Jazz, WestJet and Air Transat reflecting commitments made by these airlines as part of the Government of Canada's "Flight Rights" initiative;
Encouraged Canadian air carriers to put their tariffs into plain language, helping Canadians make informed decisions about their travel arrangements;
Made a determination stating that the rail link to Toronto's Lester B. Pearson Airport proposed by the Union-Pearson AirLink Group is not under federal jurisdiction;
Launched initiatives to update a number of regulatory frameworks administered by the Agency, on matters such as marine coasting trade, railway interswitching, cost of capital methodology, and airline foreign ownership limits; and
Announced that the revenues of the Canadian National Railway Company for the movement of Western grain had exceeded its revenue cap for crop year 2008-2009, while those of the Canadian Pacific Railway Company for the same period were below its cap.
In 2009-10, the Agency issued 2,609 rulings, virtually all of which required the involvement of Members of the Agency.
These rulings included:
33 Final Letter Decisions; and
211 Interim Decisions.
A more accessible transportation network
Released guides to assist air carriers in implementing provisions of the Code of Practice: Aircraft Accessibility for Persons with Disabilities related to space for service dogs and tactile row markers;
Made significant progress in resolving disputes related to the appropriate accommodation of air travellers disabled as a result of their allergies;
Became one of the first federal government bodies to make publications available for download in DAISY format – a digital talking book that makes print publications accessible to persons who are blind or have a visual impairment; and
Launched innovative accessible electronic formats of Take Charge of Your Travel, a popular Agency publication that helps persons with disabilities plan their trips from start to finish.
Enhanced internal and external relations
Published a number of publications to assist Canadians in resolving transportation-related disputes, such as Rail Noise and Vibration Complaints: Working together towards solutions;
Began implementing a client satisfaction survey framework and collecting benchmarking data on client satisfaction; and
Initiated a number of consultations with stakeholders and clients within the federal transportation network in order to better serve Canadian consumers and transportation providers.
The Agency's people as its greatest asset
Engaged in an extensive consultation process with staff and management on sustaining a respectful workplace and began developing action plans to ensure that the Agency remains a workplace of choice;
Continued to implement knowledge transfer projects, student recruitment initiatives and developmental opportunities for staff; and
Developed new competency profiles and learning roadmaps for each employee level.
Organizational support and responsiveness
Addressed a number of dispute case processing issues and implemented process improvements and new practices that promote increased productivity, efficiency and consistent quality; and
Adopted a revised Case Management Policy that will support better tracking of the progress of case files, increasing work efficiency and promoting best practices.