{"id":29682,"date":"2019-10-02T00:00:12","date_gmt":"2019-10-02T04:00:00","guid":{"rendered":"https:\/\/ourpublicservice.org\/airport-security-screening-and-passenger-support-services-3\/"},"modified":"2024-01-08T11:15:58","modified_gmt":"2024-01-08T16:15:58","slug":"airport-security-screening-and-passenger-support-services","status":"publish","type":"page","link":"https:\/\/ourpublicservice.org\/our-solutions\/customer-experience\/y2019\/airport-security-screening-and-passenger-support-services\/","title":{"rendered":"Airport Security Screening and Passenger Support Services"},"content":{"rendered":"\n
\n
This customer experience profile is from 2019. To view this year\u2019s profile, click here<\/a>.<\/h5>\n<\/div>\n\n\n\n
\n
\n

The Transportation Security Administration officers stationed at the nation\u2019s nearly 450 airports screened more than 800 million travelers in fiscal 2018. TSA works to protect the nation\u2019s transportation systems, and also make sure that travelers understand what they need to do to move through security checkpoints, so the process is quicker and more effective for all involved. <\/h4>\n\n\n\n

The traveling public is largely satisfied with the screening process at TSA checkpoints, and most people appreciated the professionalism of TSA officers, according to TSA officials. However, people also note their screening experiences were different depending on the airport, and those types of inconsistencies can reduce the public\u2019s confidence in the agency. <\/p>\n\n\n\n

Checkpoint rules also change from time to time. TSA officials have found that passengers do not always know what to expect when going through security checkpoints, which can lead to confusion and frustration. Many travelers are not aware of the information and resources TSA provides to travelers, however, in addition to its website, the agency is also active on several social media platforms. For example, its Facebook and Twitter accounts provide the traveling public a channel for fast and reliable information, typically responding to customers\u2019 questions within an hour, which is better than many private sector companies. <\/p>\n\n\n\n

In our analysis of the website that includes the application for TSA Precheck\u2014the agency\u2019s signature membership program for helping speed passengers through security checkpoints\u2014we found the agency provided clear and useful information. <\/p>\n\n\n\n

This past year, the agency experienced challenges due to the partial government shutdown that ran from December 2018 to January 2019. TSA airport employees worked without pay, and staffing shortages arose during the five-week shutdown. TSA reported that, during that time, most travelers waited less than 30 minutes in checkpoint lines, though customers at some airports waited as long as 60 minutes. <\/p>\n\n\n\n

\n\n\n\n

Service Overview<\/strong>
Key Services Related to Security Screening and Passenger Support <\/p>\n\n\n\n