With double-digit growth in the past year and as the connector for the most visited destination in the country, the Greater Orlando Aviation Authority (GOAA) has taken an industry leading role in ensuring efficient and quicker access through the security screening process at Orlando International Airport (MCO).
For the five-day Memorial Day holiday travel period, the unofficial start of the summer travel season, more than 600 thousand passengers will be arriving and departing from MCO. This represents a 12% increase over last year’s holiday. The busiest Memorial Day travel day is expected to be Sunday, May 29th with more than 130 thousand passengers.
“Security is a top priority at Orlando International Airport,” says Frank Kruppenbacher, Chairman of the Greater Orlando Aviation Authority.
“However it is also important that our passengers receive excellent customer service. To make this happen, the Authority has engaged in a number of proactive steps to improve the process.”
GOAA Initiatives for Efficient, Customer-Focused, Passenger Security Screening:
- GOAA is actively managing the queues in front of both checkpoints
- GOAA has reconfigured the areas in front of the checkpoints to better organize entry to screening checkpoints
- GOAA personnel, including contract Ambassadors, are active at the checkpoints performing non-security functions (i.e. assisting passengers with divesting of metal objects, water, weapons and providing information about identification and documents needed for expedited screening along with moving of divesting bins)
- GOAA added contract personnel and canine teams in the baggage search rooms to assist the Transportation Security Administration (TSA) during peak periods
- GOAA has started the process to introduce privately staffed and operated employee-only security checkpoint lanes to facilitate more passenger throughput for regular security checkpoint operations, freeing up TSA personnel for more direct expedited customer service
- GOAA meets with TSA officials on a daily basis to review and anticipate peak travel times and assign personnel accordingly
- GOAA has invested in software to help analyze checkpoint wait times to better anticipate and respond to fluctuations in traffic patterns
- GOAA continuously monitors various social media platforms to identify any positive or negative trends for real-time public response to checkpoint activities
- GOAA has collaborated with TSA to redesign checkpoint signage to better inform travelers of steps in the screening process
- GOAA has initiated customer-friendly terminal entertainment to help reduce stress for travelers prior to entering the security checkpoints
“We are optimistic that our collective efforts to collaborate with the TSA will result in a more positive travel experience for our customers,” says Phil Brown, Executive Director of the Greater Orlando Aviation Authority.