Customer service in aviation security screening

Neil Parry and Tara Sutorius

Journal of Airport Management, 2018, vol. 12, issue 1, 70-77

Abstract: There is a generally held belief that those mandated with security screening do not view passengers as customers. This notion is prevalent in the industry and amongst the travelling public. This paper looks at what the Canadian Air Transport Security Authority (CATSA) has been doing since October 2016 to start shifting this mindset amongst more than 6000 screening officers, and the almost 60 million customers it serves annually.

Keywords: customer service; screening; commitment; security; passenger experience; airport (search for similar items in EconPapers)
JEL-codes: M1 M10 R4 R40 (search for similar items in EconPapers)
Date: 2018
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