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<p>This study investigates the impact of security-related flight disruptions on passenger dissatisfaction with the Transportation Security Administration (TSA) using over 2.9&#xa0;million flight-level observations from 2023 to 2024. Regression results show that even marginal increases in security-induced delays significantly raise TSA complaint rates and property claims, accentuating the reputational vulnerability of the agency. Screening-related issues consistently dominate complaint categories, particularly during periods of broader airline system disruptions. The findings allude to the need for TSA to prioritize delay mitigation, improve passenger communication during irregular operations, and integrate real-time data into performance monitoring to maintain operational credibility and public trust.</p>

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Managing risk and reputation: What TSA complaint trends reveal about transportation security challenges in 2023–2024

  • 期刊论文

  • 发表日期：

    2025年8月19日

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  • Jules Yimga

摘要

This study investigates the impact of security-related flight disruptions on passenger dissatisfaction with the Transportation Security Administration (TSA) using over 2.9 million flight-level observations from 2023 to 2024. Regression results show that even marginal increases in security-induced delays significantly raise TSA complaint rates and property claims, accentuating the reputational vulnerability of the agency. Screening-related issues consistently dominate complaint categories, particularly during periods of broader airline system disruptions. The findings allude to the need for TSA to prioritize delay mitigation, improve passenger communication during irregular operations, and integrate real-time data into performance monitoring to maintain operational credibility and public trust.