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Customer service in aviation security screening
Journal of Airport Management,
12
(1),
70-77
(2018)
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.
Keywords: customer service; screening; commitment; security; passenger experience; airport
The full article is available to subscribers to the journal.
Author's Biography
Neil Parry is the Canadian Air Transport Security Authority’s (CATSA) Vice-President of Service Delivery. In this role, he is responsible for the delivery of effective, efficient and consistent screening operations at Canada’s 89 designated airports. Joining CATSA in 2002, Mr Parry has held a number of senior positions including being accountable for both the delivery of screening services across the country, and the training and certification of screening personnel. Prior to becoming a member of the Senior Management Committee, he was the Senior Director of Program Delivery responsible for strengthening collaboration between CATSA, its screening contractors and stakeholders.
Tara Sutorius is the Manager of Program Coordination for the Canadian Air Transport Security Authority’s (CATSA) Service Delivery Branch. She has extensive experience managing executive services for senior-level leaders and has worked directly for the Vice-President of Operations since joining the Canadian Crown Corporation in 2010. In this role, she is responsible for managing the Office of the Vice-President and liaising with his management team and the CEO’s office on key operational files as well as leading national projects such as CATSA’s recent refresh of its Customer Service Commitment. Prior to joining CATSA, Ms Sutorius spent 12 years with the Royal Canadian Mounted Police (RCMP) as a communications strategist working on national security and policing files, as well as major public affairs events for Canada`s national police force.
