Five Typical Emotional Reactions to Airport Security Screening: A Case Study

Abstract

 For this study, there were two sets of data collection: face-to-face interview and on-line survey via "survey monkey". The survey focuses on the following: feelings associated with airport security screening and impact of awareness with prohibited items. The survey was conducted from May 13 to 31, 2018 for three weeks covering four terminals at the Ninoy Aquino International Airport (NAIA) in Manila. From the interviews and on-line survey conducted, it was evident that there are five typical emotional reactions to airport security screening processes. Forty-five percent of travelers felt frustrated upon undergoing a security screening process. On a positive note, 26% of the respondents felt relaxed and 16% have understood the screening processes being implemented in the airports. Other negative reactions surfaced were fear (5%) and humiliation (8%). Initial reactions and questions from departing passengers, such as "will I get trouble?" "will I be treated like a criminal or terrorist?" or "will I miss my flight", these are common responses that might be traced from a first time traveler. The results of this study will provide beneficial information to airport authorities as they determine how they can best provide a balanced-mixed of security and facilitation in managing airport security.