{"id":29624,"date":"2020-10-06T00:00:12","date_gmt":"2020-10-06T04:00:00","guid":{"rendered":"https:\/\/ourpublicservice.org\/airport-security-screening-and-passenger-support-services-2\/"},"modified":"2022-11-15T10:24:17","modified_gmt":"2022-11-15T15:24:17","slug":"airport-security-screening-and-passenger-support-services","status":"publish","type":"page","link":"https:\/\/ourpublicservice.org\/our-solutions\/customer-experience\/y2020\/airport-security-screening-and-passenger-support-services\/","title":{"rendered":"Airport Security Screening and Passenger Support Services"},"content":{"rendered":"\n
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This customer experience profile is from 2020. To view this year\u2019s profile, click here<\/a>.<\/h5>\n<\/div>\n\n\n\n
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\nUser Interactions<\/span><\/a>\n<\/div>\n\n\n\n
\nCustomer Feedback<\/span><\/a>\n<\/div>\n\n\n\n
\nSocial Media Presence<\/span><\/a>\n<\/div>\n\n\n\n
\nCustomer Experience Indicators<\/span><\/a>\n<\/div>\n<\/div>\n\n\n\n
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Executive Summary<\/strong><\/h3>\n\n\n\n

Transportation Security Administration officers responsible for keeping air travel safe screened more than 813 million travelers in fiscal 2019, on par with the busiest travel years on record. The screening environment changed dramatically in early 2020 as air travel evaporated during the coronavirus pandemic. TSA faced new challenges in keeping staff and travelers safe during screening interactions and answering questions from the public about traveling during the crisis.<\/p>\n\n\n\n

Before the pandemic hit, travelers were largely satisfied with the overall screening process at TSA checkpoints, citing reasonable wait times and professional officers. People also had positive experiences when seeking TSA guidance and information on social media about traveling. <\/p>\n\n\n\n

To improve the customer experience, TSA officers could communicate more clearly with travelers during screening processes, for example, explaining to passengers why they have been selected for additional screening. This is an issue we noted in our report last year that TSA still needs to address. Additionally, while customer satisfaction with the TSA website has improved overall, some webpages, including those with important information for travelers with disabilities, could be more user-friendly.<\/p>\n\n\n\n

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Data at a Glance<\/h5>\n\n\n\n
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increase in satisfaction with TSA.gov since 2016 <\/p>\n<\/div>\n\n\n\n

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customer satisfaction rate with #AskTSA social media accounts <\/p>\n<\/div>\n\n\n\n

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 of passengers surveyed in 2019
said that TSA officers did not clearly explain the reasons for additional screening <\/p>\n<\/div>\n<\/div>\n<\/div>\n\n\n\n

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