Leading airport security crews: Special challenges and how to overcome them

Working at security checkpoints is a challenge in teamwork. Although most processes are individual tasks — such as baggage screenings and body searches — threat situations require the sudden and effective coordination of all crew members. However, security screening crews are constantly surrounded by passengers, making communication among members difficult. Despite their obvious practical benefits, scientific studies investigating teamwork in the security checkpoint environment are lacking. This paper presents a qualitative study aimed at obtaining insight into what represents good teamwork in the specific setting of the security checkpoint and how it can be promoted. A particular focus is placed on security crew leaders, who often work as both crew members and supervisors, making their tasks particularly challenging. Twenty interviews were conducted, ten with security screeners and ten with crew leaders. Two independent raters transcribed and analysed the interviews using qualitative content analysis. The results revealed six dimensions essential for effective teamwork at the security checkpoint: clear task distribution, communication, mutual support, proactive work behaviour, interpersonal relationships and as few instructions as possible. Additionally, ways in which crew leaders can support teamwork were identified, categorised into individual prerequisites, task-oriented behaviours and relationship-oriented behaviours. The findings should raise awareness of the importance of effective teamwork in the challenging environment of airport security checkpoints and provide recommendations for security professionals and practitioners to promote teamwork, thus making screening crews more effective and safe.