Traveler Satisfaction in Airport Security Has Improved

Travel Leaders surveyed more than 2,800 travelers By: Valerie Chen
Consumers report that they are more satisfied with airport security. // © 2017 Getty Images
Consumers report that they are more satisfied with airport security. // © 2017 Getty Images

The Details

Travel Leaders

More than 2,800 travelers participated in a recent Travel Leaders survey on airport security and traveler satisfaction, and findings are mostly positive. Along with a 9.2 percent decrease in individuals frustrated with wait times (compared to last year), nearly 68 percent of respondents say they are satisfied overall with airport security.

Why It Matters:
The airport experience is usually a major stress on travelers. But thanks to trusted traveler programs such as Global Entry, TSA PreCheck and CLEAR, individuals are seeing a positive difference in security measures at U.S. airports. In fact, 39.3 percent of respondents say they are enrolled in PreCheck, up 6.9 percent from last year, while Global Entry saw a 3.3 percent year-over-year increase in participation. If your clients have yet to sign up, it’s not too late. 

Fast Facts:
- When asked about their level of satisfaction with agent security today, 67.7 percent of respondents are satisfied, 17.4 percent feel neutral and 14.9 percent are unsatisfied. 

- When asked about airport security wait times, 51.5 percent are OK with the amount of time it takes, 43.8 percent wish it was somewhat quicker and 4.7 percent are frustrated by the amount of time it takes. 

- Twenty-one percent of respondents are enrolled in Global Entry, 39.3 percent are enrolled in TSA PreCheck and 2.1 percent are enrolled in CLEAR.

- When asked if expedited screenings have made a significant difference in wait times (regardless if they are enrolled in any programs or not), 24.5 percent say they use it all the time, 34.6 percent say it’s reduced wait times for regular screening, 15.2 percent say no and 25.7 percent say I don’t know. 

What They Are Saying:
“There were plenty of lessons to be learned from last year’s struggles with extremely long security lines,” said Ninan Chacko, CEO of Travel Leaders Group. “Based on our newly released survey data, increasing TSA checkpoint personnel and encouraging more travelers to enroll in TSA PreCheck or Global Entry have had the desired impact. Our travel agents have been at the forefront of assisting travelers in understanding the latest security measures and taking appropriate actions — from packing tips to advising how early to arrive at the airport. Travel Leaders Group also continues to work closely with the Department of Homeland Security on this topic. Balancing the safety and security of travelers with their comfort and convenience is not easy. But it appears the system is working better today than it was one year ago.”

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