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Customer service in aviation security screening

Author

Listed:
  • Parry, Neil
  • Sutorius, Tara

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.

Suggested Citation

  • Parry, Neil & Sutorius, Tara, 2018. "Customer service in aviation security screening," Journal of Airport Management, Henry Stewart Publications, vol. 12(1), pages 70-77, January.
    • Handle: RePEc:aza:jam000:y:2018:v:12:i:1:p:70-77
    as

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    More about this item

    Keywords

    customer service; screening; commitment; security; passenger experience; airport;
    All these keywords.

    JEL classification:

    • R4 - Urban, Rural, Regional, Real Estate, and Transportation Economics - - Transportation Economics
    • R40 - Urban, Rural, Regional, Real Estate, and Transportation Economics - - Transportation Economics - - - General
    • M1 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Business Administration
    • M10 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Business Administration - - - General

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