Access Control
& Security Systems

Increased security procedures at international airports have sensitized passengers to the "people skills" of airport personnel and to the availability of food and retail services while waiting for flights, according to the J.D. Power and Associates 2002 Global Airport Satisfaction Study released today.

Although passenger satisfaction with the on-time performance of flights has improved to 74 percent compared to 66 percent in 2001, this gain in customer satisfaction is offset by increased waiting times and anxiety at security check areas. The number of passengers who are "pleased" with airport security has dropped from 39 percent prior to Sept. 11, 2001 to 32 percent in 2002.

"Changes in security procedures since 9/11 have had a significant effect on passenger priorities and behavior," said Michael Taylor, senior director of travel services at J.D. Power and Associates. "New security procedures have dramatically increased the interaction between passengers and airport staff."

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