Newswise — Guy McHendry, Ph.D., focuses on the relationship of the TSA and the public, with an emphasis on the agency's communication with passengers.
Up front for McHendry is the TSA’s lack of communication for novice airline passengers who, when confronted with security procedures, might not have the firmest grasp of what’s expected.
In recent days, TSA has said travelers have been at least partially responsible for their fate as more passengers have arrived unready for screenings at security checkpoints. McHendry said while it’s an impolitic statement, his research confirms there’s some truth to it — but TSA could also do more to educate the infrequent flyer.
“Seasoned travelers have it down to a science, they do it so regularly,” he said. “But there’s another segment of travelers, arguably a larger segment, that doesn’t fly very often and, therefore, they see security as an interruption and inconvenience and they don’t always understand what it is they’re supposed to do at a checkpoint.”
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