ACI-NIA Comments

June 25, 2010
Office of Information and Regulatory Affairs
Office of Management and Budget
Attention: Desk Officer,
U.S. Department of Homeland Security/TSA
Re: Extension of Agency Information Collection Activity
OMB Control Number 1652-0013
75 Federal Register 29567 (May 26, 2010)
Airports Council International – North America (“ACI-NA”), on behalf of its
member airports, submits these comments on the Extension of Agency
Information Collection Activity Under OMB Review: Aviation Security Customer
Satisfaction Performance Measurement Passenger Survey proposed by the
Transportation Security Administration (“TSA”). ACI-NA is the trade organization
of commercial airports in the U.S. and Canada. Our members enplane more than
95 percent of the domestic and virtually all the international airline passenger and
cargo traffic in North America.
General Comments
We recognize the importance of and support the TSA initiative to collect data
from passengers to “enhance customer experiences and airport performances.”
This information can be used by TSA to identify best practices, which should be
incorporated into training programs to enhance the performance of its
Transportation Security Officers (TSOs). In order to obtain representative data,
we believe TSA should conduct the surveys during high and low volume periods
at security checkpoints at federalized and Screening Partnership Program
airports. However, we strongly caution TSA not to deplete limited checkpoint
TSO resources in conducting the survey.
Many airports have local laws stipulating that permits are necessary in order to
conduct surveys. Prior to conducting a survey at an airport, TSA should check
with the operator to ensure that it is in compliance with local regulations and has
obtained the necessary permit.

In reviewing the TSA public Web site, it appears that the Agency last posted
passenger survey results in 2005. We believe survey data is beneficial and
should be made available to both airports and the traveling public. Due to
potential security concerns, we recommend that TSA not publically release
airport-specific data. However, airport-specific data should be provided to
Federal Security Directors (FSDs), so they can work with their staff and airport
operators to enhance customer service and security.
Conclusion
ACI-NA appreciates the opportunity to submit comments on the OMB Review of
the TSA Aviation Security Customer Satisfaction Performance Measurement
Passenger Survey. We believe this is a worthwhile endeavor that will help guide
the Agency in further improving customer experience, something that will also
enhance aviation security.
Please do not hesitate to contact me if you have any questions or should you
need any additional information.
Sincerely,

Christopher R. Bidwell
Vice President – Security and Facilitation