Travelers say TSA airport screening is not working

SAN DIEGO -- The Transportation Security Agency has a problem with the traveling public's perception of airport security screeners, and this is hurting business for the airlines. An on-going survey of airline passengers shows that while most screeners are seen as professional and polite, there is considerable inconsistency in practices and procedures from one airport to the next. Worse than just being a hassle, most passengers believe the screening does little to improve security.

Since March 25, Innovation Analysis Group (IAG) has been running an online tracking survey of US airport security. The purpose of the survey is to enable travelers to provide security ratings on a per trip basis. Questions for the survey were developed with the help of an editorial advisory board that included Travel Agent Magazine but the survey is an independent effort undertaken by IAG.

The survey is at http://bigdealer.com/tsa.cfm.

In releasing the results, IAG CEO Addison Schonland said he undertook the project because of the wide disparity that existed in reports about the value and consistency of security screening procedures around the country.

"News reports regularly indicate that security screening is not consistent airport to airport and varies also by time of day," said Schonland, a long-time aviation data collection expert. "Air transportation is too important to the nation's economy, and airport security too important to the operation of a safe and efficient airline system, that I hoped to bring some clarity to the many confusing reports," he said.

Survey findings

Here are some of the survey findings so far:

More than one-quarter of airline passengers responding to an online survey rating security procedures at the nation's airports said they did little to improve security and were a hassle.

Forty-one percent of the respondents in the survey conducted by Innovation Analysis Group (IAG) said security screeners at one airport confiscated a personal item deemed a threat to airline travel that previously had passed through security screening at another airport. In one instance, one traveler reported traveling through six airports with a pocketknife.

The survey also reported that removal of articles of clothing was not consistent airport to airport or trip to trip. More than 55% of respondents said they were asked to remove clothing -- generally shoes -- while 42% or respondents said they were not asked to do so.

Forty-two percent of respondents also said that screeners did not provide instructions about security procedures while they were waiting in line to be screened. However, although the procedures were called into question, the screeners themselves were given high marks for being polite (76.6%) and professional (74%). The national average waiting time in a security line was 21 minutes, with some airports as high as 28 minutes and as low as 6 minutes(median). This is a very wide range, Schonland said.

More hassle than benefit

"The results of the IAG survey indicate that there is a real issue in the minds of the flying public about the consistency of TSA procedures and given that breakdown in process it's no wonder so many feel the security is more of a hassle rather than a benefit. This is something the government's security professionals need to address," Schonland said

In the IAG survey, more than 80% of respondents rated airline travel either very important or critical to them. Almost three-quarters traveled frequently, six to 10 times a year or more. Most of the trips reported on were domestic, but almost 20% were international travel.
Innovation Analysis Group is a market research and consulting firm located in San Diego, California. The firm focuses on customer satisfaction issues, and has deep expertise in the travel industry. It produces research studies on behalf of its clients and performs occasional studies for its own use.

When responding to the survey about TSA security procedures, airline travelers were given an opportunity to comment on procedures. The following is a sampling of several hundred verbatim comments that were provided.

Sample comments

"I want through 6 airports with a pocketknife in my carry on. Nobody cared."

"Generally it's pretty smooth. At larger airports the TSA is at the mercy of the current volume of passengers, so when it's busy the lines naturally are longer."

"All airports ... should have the same type of rules (shoes, belts off, etc.) so you know what to expect when you arrive at the airport."

"It has caused me to cut back travel significantly."

"Generally the wait is reasonable but have had multiple experiences that were very long, in excess of 1.5 to 2 hours, in a couple of cases causing a missed flight."

"Seems to be very incoherent across the system. Shoes off at one airport, not another. Detectors trigger at one but exactly the same clothing passes through others without problems."

"The process has gotten very streamlined. Except for a couple of airports (Las Vegas, Orlando) getting through security is quick and easy."

"The inconsistency of time to allow to get to the gate drives everyone crazy -- the visible security measures are always reactive not proactive."

"I've been through Houston (Bush) International three times in the past 6 months and I have to say the screeners and gate personnel are the most polite I've dealt with."

"Consistency between airports on shoes would be wonderful -- hate walking on carpet at airports in my bare feet."

"I am amazed at how well they are doing. I fly at least once a month and am very satisfied with the results. I tend to be very skeptical and am totally surprised at the speed and professionalism."