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

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  • Jules Yimga

    (School of Business, Embry-Riddle Aeronautical University)

Abstract

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.

Suggested Citation

  • Jules Yimga, 2025. "Managing risk and reputation: What TSA complaint trends reveal about transportation security challenges in 2023–2024," Journal of Transportation Security, Springer, vol. 18(1), pages 1-20, December.
    • Handle: RePEc:spr:jtrsec:v:18:y:2025:i:1:d:10.1007_s12198-025-00305-y
    DOI: 10.1007/s12198-025-00305-y
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    References listed on IDEAS

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    1. Gkritza, Konstantina & Niemeier, Debbie & Mannering, Fred, 2006. "Airport security screening and changing passenger satisfaction: An exploratory assessment," Journal of Air Transport Management, Elsevier, vol. 12(5), pages 213-219.
    2. Huseyin Cavusoglu & Byungwan Koh & Srinivasan Raghunathan, 2010. "An Analysis of the Impact of Passenger Profiling for Transportation Security," Operations Research, INFORMS, vol. 58(5), pages 1287-1302, October.
    3. Sakano, R. & Obeng, K. & Fuller, K., 2016. "Airport security and screening satisfaction: A case study of U.S," Journal of Air Transport Management, Elsevier, vol. 55(C), pages 129-138.
    4. Jules Yimga, 2025. "Cybersecurity failures and air travel disruptions: estimating the impact of the CrowdStrike IT outage on Atlanta International Airport," Journal of Transportation Security, Springer, vol. 18(1), pages 1-34, December.
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