Pax Volume Demands
At centralised passenger screening points (PSP) during peak periods, additional staff and equipment may need to be brought on line to cope with passenger volume demands, to enable security screening staff to afford each passenger an appropriate level of customer service (sich as providing assistance and giving explanations about the security procedures), as well as to guarantee thorough security screening. The criterion that determines the number of additional staff and equipment in operation is the queuing time for passengers. The maximum recommended time for a passenger to wait in a PSP queue is 10 minutes, from the point at which the queue forms at the entrance to the screening point and the passenger joins the queue, until the moment when the passenger places his/her bag on the X-ray feeder belt and passes through the archway metal detector (AMD).
To improve the situation for passengers, additional security staff should be deployed, notably at busy times, just upstream from the security checkpoint to provide information and prepare passengers for the checkpoint. Passengers can be informed about the checks they will have to face, the precautions to be taken and the security measures to be respected. This can help passengers avoid carrying objects considered dangerous (e.g. scissors, penknives, large bottles of liquids, etc.) and having them confiscated at the checkpoint. These extra staff can also help identify suspicious behaviour and assist passengers requiring special assistance, such as disabled passengers, parents with infants, etc. This speeding-up of procedures can greatly optimise the work of checkpoint staff, and improve passenger flows.
In some airports, staff use behavioural analysis techniques called SPOT (Screening Passengers by Observation Techniques) to observe suspicious people approaching the checkpoint. SPOT is used to identify higher-risk passengers for more thorough searches. SPOT actually allows a mix of x-ray technology supplemented by human judgment, thereby serving as an additional layer of security - and is highly beneficial to airport security in that it maximises the effectiveness of screening staff already deployed and requires no additional personnel or equipment.
Obviously if we fully interrogated every passenger, and hand-searched every item, we could dramatically reduce the risk of terrorism, BUT air travel would become unpleasant for passengers and uneconomic because of the volume of security staff that would be required. Our ultimate goal is to create an atmosphere that aligns with our passengers’ need to be secure, while ensuring the freedom of movement for people.
Customer Service
We must continue to promote professional customer service skills among security personnel who deal directly with the travelling public. As a screening officer, you will meet many types of people from many different walks of life: elderly people, children, parents of children, business men and women, persons with disabilities, VIPs, diplomats, celebrities, and many more. How can you make the screening process as pleasant an experience as possible for everyone you come in contact with?
Here are some useful tips:
- Interact with your passengers. Try to greet passengers and make eye contact.
- Speak clearly and ask passengers to repeat information if you are unsure.
- Passengers may not be familiar with security procedures, so always be prepared to explain your actions. Be clear and concise about what you need the passenger to do. Ask the person to help you facilitate the screening process. BUT avoid a debate - politely but firmly explain that procedures are in place to ensure the security of the traveling public.
- When spoken to by a passenger, show him/her that you are listening by making the appropriate responses, such as suggesting how to solve the problem. No matter how trivial a complaint/question/request may appear to be, due respect must be afforded to the person concerned so as not to exacerbate the issue at hand. Empathize - identify with the person's situation - show that you understand the person is upset.
- Accept differences in culture, language, religion, accents, gender, and phraseology. You should be aware of language differences which may lead to misunderstandings. Remember, customs and behaviour which are acceptable in other regions may differ from your own standards. Don't overreact when cultural misunderstandings occur.
- When faced with an angry passenger, stay calm and speak clearly in brief sentences. Remaining calm in these situations may encourage the passenger to calm down. One of the main causes of arguments between passengers and security screeners can actually be the screener’s attitude. Remember, your response may turn a minor situation into a major incident. Maintain self control! Loss of temper affects your judgement and increases your stress levels! While you cannot control the behaviour of others, you can control how you react to a situation.
- Be sincere - thank a passenger after he/she has cooperated during the screening process and wish them a good flight. This is good customer service.
- Always wear a clean, smart uniform and ID badge. Your appearance and your own body language can affect how passengers treat you. A professional appearance implies that you take pride in your work and should be treated professionally.
.jpg)
