Air security insights

1. Staff
“Everything changes too fast.” -Mrs. Davis (information desk)
“Staffing level at check-in desks changes constantly for various
reasons.” -Mr. Wright (information desk)
“There are so many reasons for delays or cancellations. ”
-Miss Chew (airline)
It’s hard for facilities
and operations to
keep up with
constant information/
traffic change.
Insight 1

2. Insight 2
While staffs think
passengers aren’t
willing to follow
instructions/signs,
passengers actually
are confused by
them.
Staffs
“Those passengers just don’t read.” -Mr. Wright (Information desk)
“Many people ask questions about how to get somewhere but the
sign is just up there, what we can do is only tell them to follow the
sign.” -Mrs. Davis (Information desk)
“They just can’t finish this simple thing.” -Mrs.Chen (CLEAR)
Passengers
“I tune out because there is so much unorganized
information.” -David
“I usually just ask staff questions because I got confused by
signs easily.” -Jane

3. Staff
“We think we need to educate passengers.” -Mr. Smith (TSA)
“Staffs on the plane don’t know how much knowledge passengers
know.” -Miss Chew (Airline)
“Passengers might be mad at us because we can’t answer their
questions.” -Mr. Wright (Information desk)
Passengers
“ It’s hard for me to get the information I need in the
limited time. “ -Nathalia
I am always confused about those required steps. -Jane
The travel process
will be more efficient
if passengers are
educated/informed
beforehand.
Insight 3

4. Staff
“Security is not a service. Security staff are trained to be
serious to maintain TSA’s authority.” -Mrs. Smith (TSA)
“Security staff become impatient because passengers
always don’t know what to do.” -Mrs. Chen
While Security/Police
department trying to
maintain their authority,
it fails to treat people
with respect. Passengers
“The security process is dehumanizing people. I feel like
I am a caged animal just following instructions.” -David
“I give up thinking and feeling anything. I just follow
instructions during Security since I am afraid to be
caught.” -Jane
“The long waiting line at the Security is the part that the
airport want to solve the most.” -Mrs.Chen
Insight 4