Streamlining security checkpoint throughput at Dallas/Fort Worth International Airport

Airport security issues since September 11 and the resulting passenger delays at security screening checkpoints prompted the planning department at Dallas/Fort Worth International Airport to begin looking internally for creative solutions to their own excessive wait times. Acting as in-house consultant and leading the brainstorming process, the DFW planning department created a cross-organisational team to test and collect data, synthesise recommendations and carry out overnight modifications to checkpoints to test hypotheses. The planning department created an oversight group consisting of personnel from the airlines, airport and Transportation Security Administration. The ultimate goal was to obtain a better understanding of the issues and to consider the viewpoints of all stakeholders, with the hopes of building a strong consensus for resolutions. By keeping open lines of communication and meeting frequently, all parties involved were able to have ownership in the process and better understand the whys and whens of changes. Thanks to the planning department's efforts, a 43 per cent decrease in passenger wait times in the security queue was realised. This translated into a nine-minute decrease in the average maximum checkpoint wait time and has ultimately led to a higher level of perceived customer service and passenger satisfaction among travellers at one of the world's busiest airports.