Industry Perspective of Security Procedures and Technology for Commercial Airline Passengers: A Case Study of London City Airport

This dissertation investigates the industry perspective of security procedures and technology for commercial airline passengers at London City Airport. It evaluates different security measures used by the airport, explores industry perceptions of security, and determines challenges faced by staff. The study highlights the significance of airport security measures and the perceptions of passengers and industry about them.

DISSERTATION
(‘’An industry perspective of whether security procedures and
security technology for commercial airline passengers is for
purpose: A Case study of London City Airport LCY’’)

ABSTRACT
The main purpose of doing the current investigation is to carry out the industry
perspective of whether security procedures and security technology for commercial airline
passengers is fit for purpose. In simpler words, it takes out primary as well as secondary
information about the perception of passengers and the industry about the security at London
City Airport. It has also covered the evaluation of different security measures used by London
City Airport for managing and controlling passengers systematically. This has also covered the
several challenges faced by staff operating at London City Airport especially in security. The
report has taken assistance of primary as well as secondary sources for the accumulation of
relevant and appropriate information. Questionnaire is also developed with close ended questions
and given to the employees working at London City Airport so that their perceptions can be
recorded. On the other secondary sources such as journals, articles, newspapers, books have also
used to gather second-hand information in a systematic manner. Through secondary source,
information is taken of already using security measures at the airport. Therefore, the current
investigation holds great piece of information about the industry perceptions in relation to
London City Airport.

Table of Contents
ABSTRACT.....................................................................................................................................2
CHAPTER ONE: INTRODUCTION..............................................................................................4
Overview of the topic..................................................................................................................4
Research aim, questions and objectives......................................................................................4
Research Question.......................................................................................................................5
Significance of the study ............................................................................................................5
Problem of the research...............................................................................................................6
Research setting for answering research questions.....................................................................6
Outline of the research methodology..........................................................................................6
Research Gap .............................................................................................................................6
LITERATURE REVIEW................................................................................................................7
To evaluate different security measures used by London City Airport to manage and control
passengers...................................................................................................................................7
To explore the industry perceptions in terms of security situation at London City Airport.....11
To determine the challenges faced by staff working in security measures taken at London City
Airport.......................................................................................................................................13
RESEARCH METHODOLOGY...................................................................................................15
Questionnaire............................................................................................................................17
Frequency distribution table......................................................................................................18
Data interpretation ....................................................................................................................20
CONCLUSION AND RECOMENDATION................................................................................29
Conclusion................................................................................................................................29
Recommendation......................................................................................................................29
REFERENCES .............................................................................................................................31
Books and journals....................................................................................................................31
APPENDIX ...................................................................................................................................33
Questionnaire............................................................................................................................33

CHAPTER ONE: INTRODUCTION
Overview of the topic
Airport security defines the methods and techniques considered in an attempt for
protecting aircraft, staff, passengers and airport property from terrorism, crime, accidental harm
and other threats (Guo, Grushka-Cockayne and De Reyck, 2020). In simpler words, it is the
combination of measures and material & human resources with the motive of safeguarding
airports from unlawful practices and interferences. Unlawful interference can be acts of
terrorism, devastation, threat to property and life, bombing, communication of false threat etc. In
an airport, many people pass through everyday. This highlights potential targets for terrorism and
other types of crime due to the number of individuals located in one common place. The large
number of people on large airliners increases the death rates with attacks on different aircraft and
the chance to consider a hijacked airplane as as lethal weapon may give an alluring target for
terrorism (Lee and et. al., 2021).
Security at airports attempts in preventing any type of threats or any dangerous situations
from entering the country. When airport security gets success then the chances of any dangerous
situation, threats or illegal items entering into an aircraft, airport or country are greatly decreased
(Vernon, 2021). The security at airport serves multiple purposes such as protecting the airport
from any threatening events, reassuring the travelling through public transport is safe and to
protect people as well as country.
The present investigation is focused towards carrying out information about the
perceptions of staff and passengers about the security they face go through at airport. This also
includes the various security measures followed by London City Airport for managing and
controlling passengers (Nowak, Ogonowski and Kustra, 2019). This research report covers the
detailed information in respect of passengers' perception in relation to the challenges they face
due to excessive security measures. The report majorly covers the information about passengers
who have travelled through London City Airport. City Airport is generally called London Airport
until 1966. It is known as major international airport in London, England. It is known as one of
six international airports serving London.
Research aim, questions and objectives
Research Aim

‘’An industry perspective of whether security procedures and security technology for
commercial airline passengers is for purpose: A Case study of London Heathrow’’
Research Objectives
 To evaluate different security measures used by London City Airport to manage and
control passengers
 To explore the industry perceptions of the security situation at London City Airport
 To determine the challenges faced by staff working in security measures taken at London
City Airport
Research Question
What is the industry perspective in relation to security technology and security procedures
for commercial airline passengers within London City Airport?
Significance of the study
The current study is of great importance because it highlights the significance of security
measures used by an airport for managing and controlling passengers. Airport security is the
concept which holds great significance because it is directly related to the safety of passengers
and people working there. This study showcases the several security measures adopted by
London City Airport so that passengers can travel safely. This research is significant because it
puts focus on including every attempt of airport in the procedure of preventing any type of
threats or potentially dangerous circumstances from entering or arising the country. It also
includes that when airport security succeeds in its work then the chances of any threats entering,
any dangerous circumstance entering into an airport, country or airport are easily decreased. The
other significant part of the existing study is that it includes the perceptions of the industry in
relation to security measures at London City Airport and the challenges faced by staff to main
every security measure at the airport.
The current study is quite important by the perspective of students, airports and researchers
as it gathers in-depth information about the security measures. For students this investigation is
important as it covers perception of the industry regarding airport security and kinds of security
measures used by airports for controlling passengers and any other threats. This will be quite
useful for them for their academic purpose. On the other hand, this is also important for
researcher as they can use the current investigation as secondary source for doing the research on
same topic.

Problem of the research
The major problem of the present investigation is that airport security is the element that
holds great importance but the perception of industry and passengers are different related to the
same. It is determined that passengers think that airport security measures are time consuming
and because of this reason they have to reach airport quite before. However, industry thinks that
airport security is necessary because it is directly related to the reducing the chance of any threat
or dangerous situation so that passengers and the whole country can be kept safe. Therefore, it
creates issues while maintaining and controlling security at airport.
Research setting for answering research questions
For answering the research question of the existing investigation different secondary
sources have been used such as books, articles, newspapers, journals, publications etc. These
sources include the great piece of information about the industry perceptions in relation to airport
security. It also shows the relationship between security measures and the protection of
passengers, country, staff etc.
Outline of the research methodology
The existing research takes usage of quantitative research methods for the accumulation
of quantitative and statistical data. In this questionnaire is used for the collection of numerical as
well as primary piece of information in a systematic way. Researcher uses positivism philosophy
so that assembled numerical information and primary data can be easily evaluated and analysed.
Secondary sources are also considered so that section of literature review can be addressed in a
systematic manner such as books, newspapers, journals, publications etc.
Research Gap
The main gap identified in the current investigation is that earlier conducted research does
not include industry perception as well as passengers’ perceptions. This investigation involves
both the perception but the existing literature does not give more focus to statistical and
numerical facts and figures about the airport security measures.

LITERATURE REVIEW
To evaluate different security measures used by London City Airport to manage and control
passengers
According to (Nikolaou and Dimitriou, 2021), Airport security measures are used for
protecting aircraft and passengers from any theft, crime, terrorism and accidental threats. Airport
security plays an important role in building trust among passengers at the time of air travelling
because they want to feel secure. For ensuring safety of passengers City Airport follow strict
protocols and procedures which helps in reducing threat levels. It is necessary for all the
passengers at the airport to pass through the security control for controlling the risk of fraud or
threat with them. The airport implements these rules and regulations for attaining safety of air
travellers at the airport and constantly monitor their performances and processes to assure the
safety of them. The City airport work closely with different partners such as the CAA and UK
government, Metropolitan Police for maintaining high security levels every-time. If anyone
founds to be doubtful it is significant that the security control individuals take strict action
towards that person and punish them for the same. Any unlawful practice will result in terrorism,
bombing, threat to life and property, devastation and threat of false communication which can
harm the life of passengers and aircraft. There are several types of security measures that London
City airport adopts to protect the interest of their passengers:
 Pre-board screening of passengers – This is considered as a common process that is
performed at every airport in all over the world. City airport screen their passenger before
boarding to protect them from any miss-happening and to protect their life. The cabin
baggage is also screened to check the luggage items of different passengers for ensuring
that they are not carrying any harmful object or item which can harm the life of a person.
The screening officers at the airport use different screening technologies and procedures
to protect passengers from carrying any forbidden items beyond the screening
checkpoint.
 Screening of Non- passenger – Non-passengers include people of flight and cabin
crews, caterers, baggage handlers, maintenance personnel, airline customer service
department and other staff of airport (Chaouk, Pagliari and Moxon, 2020). These
passengers are screened at the time of entering into restricted areas of the airport.

Screening of non-passengers occur at operational hours of airport doors that lead into
restricted areas and in random areas. To ensure maximum safety at the airport the
security control officers use biometric technology at different checkpoints.
 Screening of hold baggage – The London City airport uses this type of screening to
check baggage or hold baggage of passengers by using explosive detection methods such
as computed tomography system, physical search and an x-ray system. It is necessary to
screen the luggage of travelling passengers to ensure their safety from any threat and
danger. Once the baggage of passengers is checked it is passed into the aircraft.
 Identity card for restricted areas – The facility is provided by City airports for non-
passengers to enter into any restricted area. Non-passengers has to use fingerprint
biometric identifiers and iris which allow them to get into the restricted areas of airports.
This facility helps in detaining the individual personality for ensuring proper safety of
airport passengers. This helps in protecting the travelling passengers from any dangerous
criminal activity.
 Military forces and Security guards – All the airports are secured and protected by
local police forces of UK to control and manage the passengers at the airport. To check
the tickets of all passengers there are military forces and police forces at all entry points
for this purpose (Serrano and Kazda, 2018). These forces are highly trained and skilled in
their work which helps in handling all the kinds of situations.

Illustration 1: Satisfaction of customers from airport security measures
(Source: Salas E. B, 2022)
Proper management of security helps in analysing passengers in a more better way for ensuring
high safety at the airport. The security needs to be polite and cooperative in order to explain
passengers if they face any problem at the time of security checkpoint. It is the duty of the
security control officers to protect the airport from any dangerous events, reassuring the safety of
passengers through aircraft is safe and to protect the interest of all people as well as of the
country. Airport security is important for assuring safety of air travellers and non-passengers for
gaining trust of people that they are travelling a safe public transport.
According to (Klenka, 2019), there are many rules for a passenger in relation to what
they can and can not carry in their hand baggage and hold luggage on an aircraft. This involves
restricted and dangerous commodities and items. Every baggage item, involving hold luggage
and hand luggage should be screened by security of the airport. It is quite significant for
passengers to pack with this in their mind for avoiding every kind of unnecessary delays at
airport security. The staff of airport security does not let anything through if they find any
dangerous item.

Passengers are always advised to check with the airline before making any travel plan
and the size bags they can easily take on aircraft. The electrical item and electronic gadgets,
passengers are allowed to carry on a flight generally depend on the airport and country they are
travelling to the United Kingdom from. There are many airlines which include several and
different restrictions. Thus, it is advised to passengers to check with their airline about what they
can carry in their hand luggage (Huttunen, 2019).
Passengers are allowed to take necessary medicines of more than 100ml in their hand
luggage and also take inhalers and liquid dietary foodstuffs. They must have supporting
documents from appropriate relevant medical professionals such as copy of the prescription and
letter from the doctor (Lamb and et. al, 2021). Employees of airport might require to open the
containers for screening the liquids at the point of security.
There are certain restrictions on the amount of liquids a passenger can carry in hand
luggage. It is advised to passengers to pack liquids in hold baggage. Some of the liquids include:
every type of drink involving water, semi-liquid or liquid foods such as honey, syrup, jam and
soup, toiletries and cosmetics, involving oils, perfumes, lotions, lip gloss and mascara, pastes
involving toothpaste, gels involving shower & hair gel, solution of contact lens, sprays involving
hairspray, spray deodorants and shaving foam, every other solution and commodities with same
consistency (Tuchen, Arora and Blessing, 2020).
According to (Carr, Biswas and Wheeler, 2020), it is determined that passengers can
carry liquids on a plane and they are not banned entirely. It is only the amount of liquids that a
passenger can carry that is limited. There are reasons that put restriction on bringing liquid on
aircraft in large quantities. In the year 2006, a terrorist plot had hatched for detonating liquid
explosives, taking as soda drinks on an aircraft travelling from UK to Canada and United States.
British Police have founded that terrorists smuggled explosives. These terrorists have improvised
devices which are explosive in nature and they had disguised them in the bottles of soft drinks.
All these bottles they have kept in hand luggage with great number of batteries. The terrorists
were intended to collect the bombs on aircraft and detonate each (Zhang and Mahadevan, 2021.
The purpose was to kill thousands of passengers through blasting up to 10 transatlantic flights. If
this terrorist plan would have succeeded then it may had created civilian causalities on an
unprecedented scale. As an outcome of this incident or planned plot, every type of liquid was
entirely banned from hand luggage straight away. Passengers were allowed to take travel

documents and only important prescriptions on aircraft. In the special case of baby milk then the
accompanying passenger needs to taste the milk before passing it through security (Dube,
Nhamo and Chikodzi, 2021). This kind of ban has seen London Heathrow airport and other
airports of the United Kingdom grind to a near standstill.
According to (Albert and et. Al, 2020), in the year 2001, months after the 9/11 attacks,
Richard Reid has boarded American Airlines Flight 63 from Paris to Miami with the motive of
making terrorist attack. This person has on-boarded the aircraft with home made bombs and
these bombs were hidden by him in his shoes. In the flight, Reid has tried for detonating his
shoes but this person has struggled in lighting the fuse. Passengers and crew members have
noticed and stopped him (Willie, 2019). The aircraft then diverted to Logan International Airport
of Boston.
To explore the industry perceptions in terms of security situation at London City Airport
According to (Wood and Gardiner, 2021), different passengers have different perceptions
regarding the security situations at London City airport. People want to feel safe and secure
while checking in at the airport as they carry important items in their luggage. Passengers want
that the airport follows smart security measures for better functioning of operations at the airport.
The security of City airport focus more on passengers to feel safe while giving their baggage for
check-in purpose. In order to feel more safe at the time of screening at the airport there are
several changes that are explained below:
 Introduction of remote screening – This system is used for screening hold baggage of
passengers but the airport must consider this for checking cabin baggage also (Caetano,
Alves and de Oliveira Alves, 2021). The benefit of following this system helps in better
utilization of manpower and also provides a quite environment for all screeners for
focusing on evaluating x-ray images of luggage. This offers less crowd at the checkpoint
area and makes environment contact free for offering better facilities to the passengers.
 Automated cabin baggage screening – This system is beneficial for the customers as it
provide them the facility to leave their laptops and other electronic gadgets in their
luggage which helps in reducing hassle for passengers. This helps the passengers in
acquiring more safety and security as they are free from their luggage to carry in their
hands and put it in the flight cabins which is quite difficult to manage for passengers.

 Public issues related to comfort – Sometimes passengers do not feel comfortable at the
time of screening because of enclosed space to stand. Technologies that include physical
touch with an object such as using portal lines with that brush against the human body
makes the other person uncomfortable. So it is important that they use technology that do
not involve the use of objects that makes passengers feel irritated and uncomfortable at
the time of screening at the airport.
 Public acceptance – It is very important to understand the nature of different passengers
in order to accelerate the screening of different technologies. Acceptance of all
passengers is necessary which does not provide any harm to any passenger at the time of
screening. For introducing new screening technologies it is important that it is accepted
by all passengers that travel from aircraft. It depends on the perception of people of how
they find that security technology useful and desirable for them.
 Public concerns related to health effects – The perception of public is different
regarding screening as some people think that imaging technology and dielectric portals
affect the health of people (Nowak, Ogonowski and Kustra, 2019). But these
technologies does not harm the health of people, so the thinking of people is wrong. So it
is important that airport securities provide proper guidance to their passengers for making
them understand that scanning technologies do not provide any harm to the health of the
passengers.
 Public perception about privacy – Privacy plays an important role in ensuring the
safety and security of passengers for building trust among them. Displaying the image of
human body on a monitor will posed as a concern to most of the people that pass through
screening checkpoints. So it is important for airport securities to adopt imaging
technologies that makes it appear less human.

Illustration 2: Mean security wait time at UK airports
(Source: himynamesdave, 2020)
So it is important to explore the perception of different people at the airport at the time of
screening passengers.
To determine the challenges faced by staff working in security measures taken at London City
Airport
As per the view of Serrano and Kazda (2020), there are various challenges faced by staff
working in security measures within London City Airport. The security staffs needs to play a
variety of roles and responsibilities which some time become difficult and become a challenge
for the company. They need to be flexible each and every time so that they can server their
responsibility at a time. Some of the challenges that faced by employee are as follow:
Cargo handling and shipping: The foremost challenge that is encounter by the security
staff is to handle customer luggage and ship them in accurate flight. Sometime the rush in the
airport is so much that it become impossible for the staff to handle cargos and ship them in

timely manner. They needs to load and discharge luggage as per the time so that delay cannot be
made (Budd, Ison and Adrienne, 2020).
Rest in off time: Other problem that is faced by the Security staff is that they need to take
sleep in their off time due to crazy shifts. The shifts are allotted on the basis of rush and this
becomes challenges for them to work in effective manner. They need to sleep in off time which
and this impact their productivity and performance.
Security staffs are always disrespected by passenger: Another challenge that they
encounter is they came in contract with different types of people and sometime due to heavy
checking and formalities passengers start disrespecting them. This is one of the issues as they
need to act calm so that they can serve better to their customers. No matter how passengers treat
them or communicate them then to they need to be polite and listen to the unnecessary comments
make own them (Adrienne, Budd and Ison, 2020).

RESEARCH METHODOLOGY
This is the most important part in the whole investigation because it helps the researcher to
attain aim and objectives in effective and efficient manner. Research methodology section assists
the investigator to find answer of two main questions that are how data is gathered and how it is
analysed. It is the systematic procedure to identify analysis and interpret information in
systematic order. Research methodology is composed of various components which help in
gathering accurate information as per the chosen topic (Eisend and Kuss, 2019). The
methodology part also helps the reader to evaluate the validity and reliability of the data in
appropriate manner. The different elements of research methodology are as follow:
Research philosophy: Research philosophy can be defined as that set of principle which is
used to know about the type of data required as per the study. There are two types of
philosophies which are positivism and interpretivism. As per the current research report
positivism philosophy is used to gather and analyse quantitative information. Data which is
obtained by this is more valuable as generalised and objective information is gathered in the
form of numbers.
Research approach: Research approach is that part of methodology which helps in
testing the theories and hypothesis in effective manner. Deductive and inductive are the two
kinds of research approach. Deductive approach test existing theories and inductive approach
focuses on building new theories. In current investigation, researcher has chosen deductive
approach. The reason behind using this approach is that theories will be tested on quantitative
information which helps in proofing them in more valid manner. Deductive approach also helps
in showing the causal relationship between the variables (Coombes and Ryder, 2019).
Research strategy: In each and every research there are various types of strategy being
used to collect the information from respondent or from various sources. Strategy is used to
know the relation between two variables and constant. Some of them are survey, systematic
literature review, case study, action research, experimental research and many more. In present
research study, examiner is using Survey research strategy to gather data from vast population. It
will also helps in gathering numerical data in less cost and time (Acharyya and Bhattacharya,
2019).
Research choice: Quantitative and qualitative are the two kind of research choice available
to the investigator. Quantitative research collects and analyse numerical information which can

be expressed in numbers and figure. Qualitative research identify and evaluate non numerical
information which is based on words or in statements. According to current study, examiner is
selected quantitative methodology. The reason behind choosing this choice is data can be
gathered and analyses in less time as well as in low cost (Shields, 2019).
Time horizon: It is that layer of research methodology which is used to predict the point of
time data will be gathered and analyse so that research can be completed. There are two types of
time horizon that are cross sectional and longitudinal. In present investigation, researcher has
selected cross sectional time horizon. The reason for choosing this time framework is that data
can be evaluated and collected in shorter time. Cross sectional time framework can also be used
by different researcher in their variety of research. It also observes various variables at a short
duration.
Data collection: Data collection is the technique which is used to gather information for the
chosen topic. There are two methods to collect data that are primary and secondary source. In
primary sources fresh data is collected and in secondary sources second hand information is
gathered. In current research topic, investigator has chosen primary data source. The reason
behind selecting this method is first hand data will be obtained directly from the researcher. The
instrument which is used to collect the information will be Questionnaire (Fidahic and et. Al,
2020).
Sampling: Sampling is the technique which is used to take out sample from larger
population. This method is used so that appropriate group can be get for the chosen topic. There
are two sampling technique which are probability and non probability. In probability sampling
each and every individual get chance to be selected and in non probability sampling participants
are chosen on bias way. As per the existing research probability sampling is used and in that
random sampling technique will be applied so that respondent can be selected in equal and fair
manner. The sample size for the current investigation is 30 employees from London City Airport
(VanKooten, 2019).

Questionnaire
Q.1. As per your experience how did you feel regarding security measures used within London
City airport?
a) Positive
b) Negative
c) Neutral
Q.2. What are the major inclusion in security check made by London City airport?
a) Baggage check
b) Metal detecting scans
c) Elevated risk screening
d) Proactive screens
Q.3. What are the reasons for which London City airport use security measures at airport?
a) To minimise potential threats
b) To prohibit entering of illegal item in the country
c) To provide easy and safe journey to passengers
d) To minimise unlawful interference
Q.4. What is the average time taken by London City airport to clear a passenger from security
check?
a) 10 minutes
b) 20 minutes
c) 30 minutes
Q.5. What are the challenges faced by passengers due to the reason of extra security measures at
London City airport?
a) Extra waiting time for customers
b) Delays in flights
c) Extra check in time and points
d) Hard accessibility of luggage
Q.6. What is the significance of following General Data Protection Regulations for London City
Airport?
a) To inform people regarding data accessibility

b) To ensure data protection compliances
c) To develop trust and credibility among passengers
Q7) Do you think excessive airport security measures are intimidating for passengers?
a) Yes
b) No
c) Maybe
Q.8. Do you think that London City Airport should take convenient security measures to
maintain airport security and hassle free experience to passenger?
a) Yes
b) No
c) Prefer not to say
Q.9. What is the impact of security measures taken by London City Airport on your perception?
a) Satisfied
b) Dissatisfied
c) Prefer not to say
Frequency distribution table
Q.1. As per your experience how did you feel regarding security measures used
within London City airport?
Frequency
a) Positive 72.70%
b) Negative 1.50%
c) Neutral 25.80%
Q.2. What are the major inclusion in security check made by London City
airport?
Frequency
a) Baggage check 37.50%
b) Metal detecting scans 34.40%
c) Elevated risk screening 14.10%

d) Proactive screens 14.10%
Q.3. What are the reasons for which London City airport use security measures
at airport?
Frequency
a) To minimise potential threats 43.90%
b) To prohibit entering of illegal item in the country 16.70%
c) To provide easy and safe journey to passengers 24.20%
d) To minimise unlawful interference 13.60%
Q.4. What is the average time taken by London City airport to clear a passenger
from security check?
Frequency
a) 10 minutes 27.00%
b) 20 minutes 41.30%
c) 30 minutes 28.60%
Q.5. What are the challenges faced by passengers due to the reason of extra
security measures at London City airport?
Frequency
a) Extra waiting time for customers 45.50%
b) Delays in flights 15.20%
c) Extra check in time and points 30.30%
d) Hard accessibility of luggage 9.10%
Q.6. What is the significance of following General Data Protection Regulations
for London City Airport?
Frequency
a) To inform people regarding data accessibility 23.10%
b) To ensure data protection compliances 46.20%
c) To develop trust and credibility among passengers 30.80%
Q7) Do you think excessive airport security measures are intimidating for
passengers?
Frequency
a) Yes 31.80%

b) No 36.40%
c) Maybe 31.80%
Q.8. Do you think that London City Airport should take convenient security
measures to maintain airport security and hassle free experience to passenger?
Frequency
a) Yes 72.30%
b) No 20.00%
c) Prefer not to say 7.70%
Q.9. What is the impact of security measures taken by London City Airport on
your perception?
Frequency
a) Satisfied 77.30%
b) Dissatisfied 4.50%
c) Prefer not to say 18.20%
Data interpretation
Table 1: How did you feel regarding security measures used within London City airport
Q.1. As per your experience how did you feel regarding security measures used
within London City airport?
Frequency
a) Positive 72.70%
b) Negative 1.50%
c) Neutral 25.80%

Interpretation:
From the above pic chart it is being analysed that out of overall respondents, 72.70% said
that they have positive feeling regrading security measures used within London City airport as it
helps in improving the experience of customers and also protect the airport and people from any
threatening events. The airport security measures which London city airport is considering are
standardised screening techniques and elevated risk screening. 1.50% participants thinks that
they feel negative regarding security measures used within London City airport. At last, the
remaining 25.80% respondents said that they have neutral feeling regarding security measures
used within London City airport.
Table 2: Major inclusion in security check made by London City airport
Q.2. What are the major inclusion in security check made by London City
airport?
Frequency
a) Baggage check 37.50%
b) Metal detecting scans 34.40%
c) Elevated risk screening 14.10%
d) Proactive screens 14.10%

Interpretation:
It is being analysed from the above pic chart that the majority of participants thinks that
Baggage check is the major inclusion in security check made by London City airport. 37.50%
respondents voted for baggage check as it is an important process of checking the luggage of
people during check in.
Table 3: Reasons for which London City airport use security measures at airport
Q.3. What are the reasons for which London City airport use security measures
at airport?
Frequency
a) To minimise potential threats 43.90%
b) To prohibit entering of illegal item in the country 16.70%
c) To provide easy and safe journey to passengers 24.20%
d) To minimise unlawful interference 13.60%

Interpretation:
The above pie chart depicts that 43.90% respondents voted that the reasons for which
London City airport use security measures at airport is to minimise the potential threat. It is one
of the important reason due to which London City airport uses security measures and ensure the
safety and security of people. The security measures mainly includes screening of passengers,
removing the shoes, luggage X-rayed, no pointy objects are allowed and many others.
Table 4: Average time taken by London City airport to clear a passenger from security check
Q.4. What is the average time taken by London City airport to clear a passenger
from security check?
Frequency
a) 10 minutes 27.00%
b) 20 minutes 41.30%
c) 30 minutes 28.60%

Interpretation:
It is being analysed from the above graph that out of overall participants, 27.00% said
that the average time taken by London City airport to clear a passenger from security check is 10
minutes. The less time taken for clearing passenger from security check helps in improving the
experience of people within airport and also reduces chaos due to which the security check in
complete it in effective and smooth manner. The other 41.30% thinks that the average time taken
by London City airport to clear a passenger from security check. Thus, it is being determined that
maximum number of people said that 20 minutes is taken for conducting security checks. At last,
28.60% have opinion that the average time taken by London City airport to clear a passenger
from security check is 30 minutes.
Table 5: Challenges faced by passengers due to the reason of extra security measures at London
City airport
Q.5. What are the challenges faced by passengers due to the reason of extra
security measures at London City airport?
Frequency
a) Extra waiting time for customers 45.50%
b) Delays in flights 15.20%
c) Extra check in time and points 30.30%
d) Hard accessibility of luggage 9.10%

Interpretation:
The above graphical representation states that out of all participants, 45.50% said that
Extra waiting time for customers is the challenges faced by passengers due to the reason of extra
security measures at London City airport. It is the highest voted number that shows that extra
waiting time for customers is the issue which is faced by passenger due to extra security
measures. The other 15.20% have perception that delays in flights is the issue which is challenge
faced by passengers due to the reason of extra security measures at London City airport. Another
30.30% said that extra check in time and points is the challenge faced by passengers due to the
reason of extra security measures at London City airport. At last, 9.10% have opinion that Hard
accessibility of luggage is the issue which is faced by passenger while having extra security
check in time.
Table 6: Significance of following General Data Protection Regulations for London City Airport
Q.6. What is the significance of following General Data Protection Regulations
for London City Airport?
Frequency
a) To inform people regarding data accessibility 23.10%
b) To ensure data protection compliances 46.20%
c) To develop trust and credibility among passengers 30.80%

Interpretation:
It is being determined from the above chart that out of all participants, 23.10% thinks that
the significance of following General Data Protection Regulations for London City Airport is to
inform people regrading data accessibility. The other 46.20% said that the significance of
following General Data Protection Regulations for London City Airport is to ensure data
protection compliances. The remaining 30.80% have perception that to develop trust and
credibility among passengers is the significance of following General Data Protection
Regulations for London City Airport. The majority of respondents thinks that data protection
compliance is one of the important factor for following the General Data Protection Regulations
for London City Airport as it helps in keeping the data secure, safe and private from damage and
breaches.
Table 7: Excessive airport security measures are intimidating for passengers
Q7) Do you think excessive airport security measures are intimidating for
passengers?
Frequency
a) Yes 31.80%
b) No 36.40%
c) Maybe 31.80%

Interpretation:
It is being analysed from the graphical representation that out of all sample, 31.80% said
that they think excessive airport security measures are intimidating for passengers. The other
36.40% have opinion that they don't think excessive airport security measures are intimidating
for passengers. At last, the remaining 31.80% respondents thinks that may be excessive airport
security measures are intimidating for passengers. Thus, the majority of participants thinks that
the excessive airport security measures are not intimidating for passengers as it is the process of
airport checking due to which passenger have to support and wait for their chance calmly.
Table 8: London City Airport should take convenient security measures to maintain airport
security and hassle free experience to passenger
Q.8. Do you think that London City Airport should take convenient security
measures to maintain airport security and hassle free experience to passenger?
Frequency
a) Yes 72.30%
b) No 20.00%
c) Prefer not to say 7.70%

Interpretation:
The above graph interpret that out of all respondents, the majority of sample 72.30% said
that London City Airport must take convenient security measures to maintain airport security
and hassle free experience to passenger in order to improve the experience of customers so that
they remain satisfied and enjoy their journey hassle free. The security measured must be
improved by performing security audit, hiring trained staff, review security videotypes and
improving screening lanes.
Table 9: Impact of security measures taken by London City Airport on your perception
Q.9. What is the impact of security measures taken by London City Airport on
your perception?
Frequency
a) Satisfied 77.30%
b) Dissatisfied 4.50%
c) Prefer not to say 18.20%

Interpretation:
The above graph states that, 77.30% respondents thinks that they are satisfied with the
impact of security measures taken by London City Airport. Another 4.50% have opinion that
they are not satisfied with the impact of security measures taken by London City Airport. The
remaining 18.20% participants thinks that they prefer not to say anything regarding the impact of
security measures taken by London City Airport on your perception.

CONCLUSION AND RECOMENDATION
Conclusion
It is being concluded from the above information that airport security plays an important
role within airport as it helps in preventing people from any threatening event. Airport security
helps in building trust among people due to which they travel securely. There are various rules
and regulation are implemented by airline company in order to maintain the safety and
monitoring the performance of business. The security measures which are adopted by
LondonCity airport are pre-board screening of passengers, screening of non-passengers,
screening of hold baggage, identity card for restricted areas and military forces and Security
guards. These are the few security measures which are undertaken by airline in order to improve
the experience of passenger. The passengers have different perceptive related to security
concern. They generally want safe and secure travelling and security measures so that they can
remain free from any threatening event. Passengers suggest that airport must focus on
implementing smart security measures so that they can feel safe it should include introduction to
remote screening, automated cabin baggage screening, public issues related to comfort, public
acceptance and public concerns related to health effects. Thus, it is necessary to change the
system of security checking so that people may not face any difficulty and also helps in reducing
the time of passengers. There are various challenges faced by staff working in security measures
taken at London City Airport such as cargo handling and shipping, rest in off time and security
staffs are always disrespected by passenger. It is the responsibility of airport to overcome the
challenges as it may influence the performance and brand image of business. For this research
project, the chosen research methodology is quantitative research in which different methods are
used for gathering the information related to the subject matter such as positivism, deductive,
primary data collection method, quantitative research choice and cross sectional time horizon.
Thus, the survey strategy is used for collecting the relevant information related to the chosen
topic by considering few number of respondents.
Recommendation
 It is being recommended from the above information that London airport must focus on
offering high quality of customer service to its passengers so that the performance and
efficiency of business increases. The good customer service helps in generating more

revenue by developing trust among London city airport and passengers. Excellent
customer service also helps in reducing the time consumed for security concerns due to
which customer will happy and travel with airline again and again.
 London city airport must also focus on overcoming the issues related to baggage so that
lot of pressure can be reduced and also improve the baggage handling system. The airport
must also focus on using baggage tracking services so that they can see exactly where the
baggage is and also it helps in reducing the mishandling complaints.

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APPENDIX
Questionnaire
Q1) As per your experience, what is your perspective regarding measures of security used within
airport?
a) Positive
b) Negative
c) Neutral
Q2)Do you think excessive airport security measures are daunting for passengers?
a) Yes
b) No
c) Maybe
Q3) What is the main type of security controlled measures undertaken by airports to maintain
security?
a) Counter-terrorism first response airport
b) Screened airports
c) Security controlled airports
Q4) According to your knowledge, who is the most important partner of London City Airport for
measuring security and maintaining passengers' journey safe?
a) Metropolitan Police
b) The Civil Aviation Authority
c) UK Government
Q5) What is the main security measure London City has in place at the airport?
a) Provides a visible security
b) Ensures security compliance
c) Facial biometric image
d) Follows General Data Protection Regulations (GDPR)
Q6) What is the use of visible security measure for London City airport?
a) To prevent prohibited items and other threats
b) To provide security at entry points
c) To capture better picture quality of baggage

d) Both a and b
e) Both b and c
f) Both c and a
g) All a, b and c
Q7) What is the essentialism of Facial biometric image for London City airport?
a) To track people with overstayed visas
b) To identify authenticity of a person
c) To provide seamless passenger journey
d) Both a and b
e) Both b and c
f) Both c and a
g) All a, b and c
Q8) What is the significance of Follows General Data Protection Regulations for London City
airport?
a) To inform people regarding data accessibility
b) To ensure data protection compliances
c) To develop trust and credibility among passengers
d) Both a and b
e) Both b and c
f) Both c and a
g) All a, b and c
Q9) As per analysis, what are the key challenges faced by passengers due to excessive security
measures taken by London City airport?
a) Increased waiting time
b) Disagreed experience to the users
c) Insufficient knowledge among new passengers
d) Inefficient customer service staff
d) Both a and b
e) Both b and c
f) Both c and a
g) All a, b and c

Q10) Do you think COVID-19 has increased security measures of London City Airport while
giving entry to passengers?
a) Yes
b) No
c) Prefer not to say
Q11) Do you think that London City Airport should take convenient security measures to maintain
airport security and hassle free experience to passenger?
a) Yes
b) No
c) Prefer not to say