Air Travelers Continue to Express High Confidence and Satisfaction In TSA Security and Customer Service

WASHINGTON, D.C. – For the second year in a row, air travelers gave consistently high marks to security screeners of the Transportation Security Administration (TSA) both for customer service and for keeping air travel secure, according to a survey by McLean, Va.-based BearingPoint, Inc., one of the world’s largest business consulting and systems integration firms.

Between 80 and 95 percent of passengers gave positive responses when asked about seven aspects of the federal security screening process, which included thoroughness and courtesy of screeners as well as confidence in TSA keeping air travel secure. In addition, TSA is meeting or exceeding passenger expectations for security line wait times.

The BearingPoint survey, commissioned by TSA’s Office of Strategic Management and Analysis, was conducted at 25 airports* where screening is done by TSA screeners and at the five airports where TSA contracts private companies for screening.** Overall customer satisfaction at the two groups of airports is about the same.

“These results are strong testimony to the reputation the security screening work force has earned with the flying public,” said Rear Adm. David M. Stone, Assistant Secretary of the Department of Homeland Security for TSA. “We are building a metrics-based organization that is focused on the bottom line of performance measurement. It’s important to note that by whatever yardstick, air travelers are confident that TSA-trained screeners – federal or private – will keep them secure.” ...

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Transportation Security Administration

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