Security

SUPPLEMENT

Security and
customer service:
Can they go hand
in hand?
Istvn Szab, Head of Security
Screening, Budapest Airport

Improving
passenger
screening at
Vclav Havel
Airport Prague
Marek Najman, Security Training
Manager, Vclav Havel Airport Prague

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www.internationalairportreview.com Volume 19 Issue 2 2015

SECURITY SUPPLEMENT

Security and customer

service: Can they go
hand in hand?
Istvn Szab, Head of Security Screening at Budapest Airport explains how
with the opening of its new terminal in 2011, its security and customer satisfaction
performance has undergone a dramatic improvement.
Budapest Airport (BUD) was opened in

used to fulfill these obligations. A new Security

a third of its traffic from one day to the next and

1950 with one terminal and served over

Restricted Area fence was built and equipped

suffered a major hit financially. However during

7,000 passengers in its first year of operation.

with thermal imaging cameras, and a new

the following years the airport has been able to

In the following decades the airport has been

security concept has been adopted. In 2011 a

compensate for the loss of Malv and in 2014,

developed, new terminals were built and

new terminal SkyCourt was opened which

served a record 9.16 million passengers.

traffic has grown. In 2005 BUD was privatised

linked the two separated terminals and

and is now managed by a consortium led by

created a better atmosphere both for

and employs all security staff who are either

AVI Alliance.

passengers and staff.

directly employed by the airport itself or by

The year 2004 marked a milestone for the

When talking about the airports history

Unlike other EU countries BUD manages

Budsec Ltd, which is a wholly owned subsidiary

airport when Hungary joined the European

we also have to mention 3rd February 2012,

of BUD Airport. The Security Directorate is in

Union and BUD had to comply with EC

a black day for the whole Hungarian aviation

charge of passenger and staff screening, hold

regulations concerning aviation security. In the

industry which saw the national carrier Malv

baggage screening, vehicle screening, access

following years major investments have been

go into bankruptcy. With that BUD lost around

control, quality assurance and staff training.

2 Volume 19 Issue 2 2015 www.internationalairportreview.com

SECURITY SUPPLEMENT
Besides that, according to local regulations we are also responsible
for airport security itself (perimeter control, patrols, gate security).
These tasks are performed by the Armed Guards Unit, who are also
direct employees of the airport. In total the Security Department
employs over 500 people and is the biggest department within the
airport administration.

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Screening of passengers
Before the opening of the new terminal in 2011, the screening of
passengers had several problems. We only had available a dark,
small area, which was uncomfortable for passengers and had no
suitable ventilation to create fresh air. We used old equipment and
passenger screening took place in the two terminals separately
(Terminal 2A for Schengen and 2B for non-Schengen traffic).
Due to the two separated terminals it was often the case that
screening at Terminal 2B could be empty while Terminal 2A was
overcrowded with passengers, causing waiting times to increase
above 30 minutes. There was also no explanation for the
passengers as to why the other terminal could not be used.
Staff also tended to be focused only on security without taking
into consideration the customer service aspects. There was also no
flexibility in the shift system with most of the screening personnel
working in 12 hour shifts from 7am to 7pm, meaning that shift
changes were in the middle of the peaks and lanes had to be closed
which created huge congestion for passengers before the screening
area. Security itself was also problematic, with the airport failing
EC audits three times between 2005 and 2010. With this, there
were also a high number of passenger complaints.

New screening concept

Problems in the operation were analysed in combination with
passenger complaints and other passenger feedback, and a
new passenger screening concept was developed with more
flexibility and a customer focus. The opening of the new terminal
in 2011 had a positive effect on the issues mentioned above.
Passenger screening was centralised and moved to a new,
modern, spacious, bright environment which was more
comfortable for passengers. The airport also procured new
generation, state of the art equipment. New semi-automatic lanes
longer than those used before are now in operation, which means
more room for passengers to gather their belongings after the
screening process.
The aTiX X-ray system also provides the possibility for much better
performance for screening staff. Additionally, the introduction of a
fast track concept for eligible passenger provides a better service
for those who are entitled to use the fast lane.
The shift system as described above was no longer able to
cover the daily peaks. Therefore we have changed the whole system
in a way that currently employs staff working in four, six, eight, nine
and 12 hour shifts with the advantage that we can allocate enough
manpower to the daily peaks.
We have also achieved considerable improvement in the
security level. New supervisors have been appointed whose
task is to continuously monitor the performance of the screening
personnel onsite and to support them in case of problems.
During the training we paid more attention to the practical training,

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SECURITY SUPPLEMENT
and we have procured an X-ray tutor system
which is used continuously by screening
personnel with the aim of improving their
detection capabilities. As a result, BUD has
become clean again after an EC audit at the
beginning of 2011, and our goal is to maintain
this level of security.
Regarding customer service, BUD decided
to participate in the Airport Service Quality
survey (ASQ) to have direct feedback from
passengers in which areas we can improve.
We have realised that if we want to reach good
results in the ASQ survey, we need employees
who speak foreign languages and are able to
communicate with passengers in a customer
service oriented way. We organised several

A new culture at Budapest Airport has seen a large focus on customer service for its screening staff

training sessions for staff (screeners and

supervisors) to be able to cooperate with the

inspection of cabin baggage. The

that our procedures and the performance of

passenger in a friendly way, even in conflict

advantage of such system lies not only in

staff is good and effective enough to counter

scenarios. The professional performance of

the better utilisation of manpower, but

the threats that we are facing in todays

staff has improved as well, which was also

also provides a quiet environment for

aviation security world. On the other hand we

confirmed during different audits carried out

screeners who can better focus on the

have to make sure that our customers are

by the National Transport Authority and the EU

evaluation of X-ray images.

leaving the screening area not only with the

Automated Cabin Baggage Screening

thought in mind that the team did everything

Overall we have received very positive

(ACBS): Various manufacturers are working

to ensure a safe flight, but also that they were

feedback from passengers and the airport

on ACBS systems, which would enable

really well treated. Of course this is a difficult

community which reflects in our ASQ results.

passengers to leave their laptops and

situation from the point of the security

liquids in their baggage, meaning a huge

screener as well.

Commission where we were found compliant.

In 2013 Budsec Ltd was founded (a wholly

owned subsidiary of BUD) with the aim to

improvement of throughput and less

provide security services not only to BUD

hassle for passengers. We intend to

in the ASQ survey we can see a steady

Airport itself but also to market its consultancy

implement the new system when available

improvement in our results. Each year we set

and training services within Hungary and

and if their performance is proven.

the goals we want to achieve and during each

Security scanner: During 2014 we tested a

quarter we evaluate our results jointly with

terminal, BUD won the Skytrax Award and was

scanner with mixed results, however in the

our supervisors, duty managers and quality

selected by the travelling public as the Best

future we will test further equipment to

assurance team, and we define new actions

Airport in Eastern Europe.

improve our understanding about their

for the next quarter. It is important to mention

performance in terms of throughput and

that the bonus system of the employees is

Next steps: Smart security

false alarm rates. Our intention is to

linked directly to our ASQ results, which

The improvements mentioned above do not

implement such a system once the

motivates screeners to perform better.

mean that we dont want to learn and continue

performance is acceptable.

The ASQ targets for each year are also part

Automated boarding card readers:

of the personal targets of the supervisors.

abroad. Also, due to the opening of the new

to develop screening further. Taking into

However, since BUD began participating

As a conclusion, we believe that

consideration emerging technologies available

Currently, access control for passengers

in the aviation security market, the following

is performed with a manual boarding

experiences of the moment define passengers

steps are planned:

card reader. In 2015 we will install

memories. Our goal remains to provide a high

We intend to participate and play an active

boarding card readers in connection

quality, client oriented security service and as a

role in IATAs Smart Security project.

with automated doors for the entry

result now have satisfied passengers travelling

Recently we were visited by

of passengers.

from Budapest.

representatives from IATA/ACI to

Finally, as part of the Smart Security

review our current modus operandi

concept, we will start to focus on

within screening and the team has

behaviour analysis.

come up with new ideas concerning

passenger information.

Customer service

Introduction of remote screening: Such a

When talking about the connection of

system is already in place in hold baggage

customer service with security screening of

screening, but we are planning a pilot in

passengers, we inevitably experience some

the passenger screening area for the

tension. On one hand we have to make sure

4 Volume 19 Issue 2 2015 www.internationalairportreview.com

Istvn Szab has been Head of

Security Screening at Budapest
Airport since 2010 and is
Managing Director of Budsec Ltd,
which is a wholly owned sub sidiary of Bud Airport. He was
previously Managing Director of
I-SEC Hungary and I-SEC Romania
(subsidiaries of I-SEC International BV) and is
qualified as an Aviation Security Manager by
ECAC/EASTI.

SECURITY SUPPLEMENT

Improving passenger
screening at Vclav
Havel Airport Prague
Marek Najman, Security Training Manager at Vclav Havel Airport Prague explains
how it has modernised both in the technology it uses and in its approach to
passenger processing to improve threat detection and the individual experience.
Youve just landed at Vclav Havel Airport

influencing security operations at Vclav

processes and in terms of contemporary

Prague, a middle-sized airport in the heart of

Havel Airport Prague is the variation in traffic

security provisions, its layout is not ideal for

the Europe with more than 11 million of annual

characterised by larger differences between

meeting operational preconditions.

passenger volume. Responsibility for preventive

regular traffic and peak hours.

security measures including passenger

The airport consists of four terminals.

As the terminal is built on a single level,

it is impossible to separate departing and

screening fully lies with the airport authority.

The south part of the airport comprises of

arriving passengers and therefore there is a

Activities of the state security units are primarily

Terminal 4, reserved for governmental flights,

need for decentralised security screening.

focused on emergency response management,

and Terminal 3 which is mainly for private

This gate security screening mode leads to

border control and other specialised activities.

flights. The north part, geographically

a requirement for a noticeably higher amount

Assuming the constantly changing legislative

separated by the runway system, includes

of human resources and security equipment.

environment within the EU, airports must

Terminal 1 and 2 and provides commercial air

In spite of these shortcomings, the airport has

constantly scrutinise the suitability of particular

services. The ratio of operations at both

found a satisfactory solution based on joining

measures, procedural and technological

terminals is nearly equal. The older Terminal 1

gates and parts of the pier lying next to each

solutions in order to ensure a sufficient level

(1995) is intended for passengers travelling out

other together into semi-centralised screening

of security that meets an optimal level of cost.

of the Schengen area. It was constructed when

points. This method doesnt lead to fully

One of the most important elements

security was less of a priority among all airport

centralised screening, nevertheless it achieves

www.internationalairportreview.com Volume 19 Issue 2 2015

SECURITY SUPPLEMENT

The centralised screening point in Terminal 2 offers several advantages over the
decentralised design, including the ability to share equipment between lanes

a much better level of necessary inputs and,

a handheld metal detector, which is used only

point operation management is a brand new

above all, it provides passengers with more

as an additional measure in specific cases.

real time module that is able to integrate

comfortable and faster screening.

A typical gate screening point consists of two

current information about workload of

fully equipped lanes. According to gate security

available employees, embarking status, stand

flights. It is the youngest terminal at the airport,

conditions, the number of WTMDs must be

occupation, continuously updated arrival

and is therefore much more flexible for small

equal to the number of X-rays. An effort to

and departure times into one output using

reconstructions and reshaping according to

reduce the amount of WTMDs by using one

data from the airport CDM system.

the latest security applications. There are two

detector per two X-ray machines was refused

fully centralised screening points: one for

with regards to ensuring 100% on-time

screening point at Terminal 2 is also based on

departing passengers (14 lanes) and one for

departure. The reason is that if there is any

a traditional layout, and the 14 fully equipped

transferring passengers (four lanes). Although

WTMD breakdown, there will be only one per

lanes have been extended step by step to 14m

it is a modern terminal the main centralised

two lanes, and with a substitution requiring

length. 2013 brought additional provisions on

screening point has to be continually adapted

calibration this can potentially result in long

shoe and sole hand searches carried out on

due to a year on year increase in local

delays. Each gate is also equipped with a

randomly selected passengers. This was one

departing passengers.

minimum of one liquid explosive detector

of the most important factors that slowed

for additional check of liquids and gels.

down the total throughput, which in

Terminal 2 is dedicated to Schengen Area

During recent years, due to a gradual

The current design of the centralised

combination with unsatisfactory length of pre-

increase in security demands, Terminal 2 has

This is where the disadvantage of the

become the main centralised screening point

decentralised model is exposed. Contrary to

and as a consequence, has become less

the centralised model it is impossible to share

flexible for effective installation of the most

this kind of equipment among more lanes.

a lot of passengers detaining other passengers

modern technologies such as fully automated

This concept affects the deployment of

while preparing their bags on a pre-check

lanes or security scanners in combination with

personnel and its resources in the same way.

track. A second finding was that the pre-check

walk through metal detectors. Lanes have less

During the dedicated flight dispatch there

preparation largely depends on the type of

room for passenger pre-check preparation as

is a fluctuating workload. To minimise this

passenger. During recent years all the lanes

well as for repacking baggage. To make this

effect, the airport takes advantage of a modern

have been moved to a more oblique position

limited space suitable for necessary fluency of

roster planning application that provides a

to achieve more comfortable pre-check

the passenger flow, the airport has put in extra

more effective shift set up according to

preparations. This new model was supported

highly trained personnel to each lane to speed

estimated traffic.

by more effective communication to

up the process by taking an individual

Security control operational dispatching

check preparations resulted in bottlenecks.

A targeted survey showed that there were

passengers including our popular video spots

is equipped alongside the regular communi-

and a team of highly trained security assistants

cation equipment and airport information

helping each passenger with pre-check

General overview on the

concept of screening

systems with internal CCTV that brings a self-

preparations. Boosting the input at the

contained overview of the situations at

beginning of each lane consequently led to a

The concept of screening points at Terminal 1

particular screening points, departure peers

need to increase the throughput at the end.

is based on a traditional layout. One lane is

and check-in desks. Combination of these

The logical step was to make the repack part

usually equipped with a walk through metal

systems allows dispatching to react operatively

of the track larger and introduce the new

detector (WTMD) and conventional single view

on irregularities in traffic and solve any

recheck position separated from the repack

X-ray with re-check position. The hand search

potential accumulation of passengers in

track in order to speed up the process and

is used as a secondary screening method.

advance by strengthening human resources.

ensure individual comfort for each passenger.

Regular hand search doesnt include usage of

The latest improvement in security screening

approach to each passenger.

6 Volume 19 Issue 2 2015 www.internationalairportreview.com

Regarding the security crew positions at

01 2013

SECURITY SUPPLEMENT
checkpoints, the traditionally rooted dogma of three fully trained
employees rotating at each lane was left behind. A new position
of a security searcher carrying out purely hand searches of
passengers and their baggage without operating the X-ray was
put in place. A targeted group of such employees was focused on
students. Tight specification of the job description allowed them to
focus on better training in communication and soft skills to devote
maximum attention to each passenger. Diversification of job
positions also created an effective tool for coverage of peak times
using three to four hour shifts.

Detailed view of the equipment

Pure security procedures usually start with access control points.
Passenger access control is currently solved by visual inspection
of travel documents in combination with 2D barcode boarding
pass verification using hand held readers. During the upcoming
season brand new automated gates will be installed. The concept
of operation lies in the principle of matching 2D barcode data
with flight schedules, other operational databases and the
reservation systems.
Another planned role for this equipment is data collection
not only for the purpose of statistics but also for serving as input
data for the internal airport process modelling system and its
exploration. The operational objective is the ability to monitor
waiting times at security screening points and to reduce possible
queueing. Another goal is the important notice to an air carrier
about a passengers presence at the airport. This is specially aimed
at Internet check-in passengers whose presence is never confirmed
until the moment of boarding. The last but not least future role of
these highly sophisticated automated gates is the ability to divide
passengers into different groups subjected to different criteria.

Clariant provides
deicers such as Safewing for aircraft and
Safeway for runways.

This goes hand in hand with the general assumption of

penetration of differentiation combined with unpredictability
within the scope of security screening.
Security control mainly operates conventional single view
high definition X-ray equipment from two different manufacturers.
Its operation varies not only in control concepts and some of the
display features, but also in the way it displays certain types of
materials, especially of organic origin. Differences in displaying are
even more apparent in the overlay of materials. One type of X-ray
prefers organic materials even in cases where the organic material

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material discrimination using both X-ray types one after another.

The presence of multiple kinds of devices leads eventually to
much better perception and professional abilities.
Highly sophisticated computer-based training gives ample
scope to compare the individual performance of each screener.
Another way of measuring individual skills is in evaluation of the
threat image projection (TIP) system, with TIP libraries managed
by the airport and maintained from its own resources. Further
development of X-ray equipment will consist primarily of
acquisition of modern dual view equipment with automatic
explosive detection. Operational tests of such equipment have
proved to result in significant time savings and better display

www.internationalairportreview.com Volume 19 Issue 2 2015

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SECURITY SUPPLEMENT
features that improve passenger flow and

Various types of devices working on various

questions: How far does technology

detection abilities.

operational concepts offer a range of possible

affect the complex perception of screening

options for integration into our security

by passengers? Do passengers really care

security is one of the oldest screening methods.

procedures. In the first phase of their

about the methods of screening used on

Even at Vclav Havel Airport Prague, walk

introduction the airport has opted to

them? Do they care about the limits of

through detectors are still the basic building

implement B type detectors using multiple

technologies and the kind of screening

block of the traditional screening point.

sensing technologies supplemented by an

point layout in place?

Detection capabilities are comparable in

A type device working on the principle of

different types of machine. What is crucial,

Raman spectroscopy. Other phases will

impression. They care about the way they were

however, is the ability to display the amount

require that we introduce C type detectors

treated, about the way they were spoken to,

of detected metal and features that

that will eventually replace the previous

about the time they were standing in a queue,

generate random alarms. According to the

generation of equipment. These new X-ray

how willingly the staff explained to them what

development of legislation in this area,

devices combine liquid inspections and

to do, where to go, what to take off and how

the most anticipated development consists

automated explosive detection, and will

intrusive the inspection was. As a result, Vclav

of software changes that might bring new

definitely become the basic building blocks

Havel Airport Prague has developed

features such as various individually adjustable

of airport security screening lanes.

specialised training for security staff that is

The use of metal detectors in aviation

Passengers are usually interested in overall

random alarm generators.

Handheld detectors are mostly used
as an additional detailed screening method.
Routine use of handheld devices has, without
exception, a major detrimental impact on
the quality of hand searches. From personal
experience, using handheld devices in
combination with hand search makes it
tempting for screeners to breach the best
practices and methodology as the paddle
works as an extended arm. As such, they are
not used during regular hand searches any

Figure 1: Fundamental factors that need to be considered when developing an optimal screening process

more. Standard hand search methodology was

designed by the airport and aims on covering

Not all airports within the EU have

all desired areas with an emphasis on critical

implemented security scanners into their

dealing with passengers. The security

parts, all in the shortest possible time. The goal

concepts yet. Airports that have done so, have

screening point is indisputably the place where

is to make the search less invasive while

tried various positions some in primary

the overall impression is made. Employees

keeping the necessary level of detection.

detection, others as a secondary right after the

always have to remember that teamwork is the

WTMD. Vclav Havel Airport Prague operates

key for quality, because only one wrong link in

used at the airport for tens of years. It has

one security scanner mainly for the purposes of

a whole chain might ruin the efforts of all the

always been used as a complementary method

testing, located in the airport lounge area. The

security staff.

of detection of cargo, goods or hold baggage.

results confirm that this is a less intrusive form

The advantage of equipment used by Vclav

of check that definitely makes screening more

solution that combines a maximum

Havel Airport Prague is the ability to operate in

acceptable and comfortable.

capacity throughput using highly

Explosive trace detectors have also been

both modes. The latest piece of equipment

focused on a communication, soft skills and

The role of the airport is to find a

sophisticated technologies, while reducing

Relying on devices:
Finding the optimal solution

costs at the same time. After all, a major

capable of analysis in less than 10 seconds.

Due to its size and fast evaluation, it is easy

The process of passenger screening

factor. Thats what we realise at Vclav Havel

to use even for mobile patrolling units.

nowadays is rapidly changing and developing,

Airport Prague.

Deploying this device into security screening of

but the price is constantly increasing.

employees has brought a great opportunity to

Despite this, passengers are still dissatisfied.

perform unpredictable checks that have

To set up the optimal screening process it is

increased the level of security and brought

necessary to find a suitable combination of

positive feedback from employees at the same

fundamental factors (Figure 1), which influence

time. The future of the current version of this

each other while maintaining the necessary

device lies in receiving ECAC CEP certification,

level of security.

operated by the airport is a pocket size device

nevertheless we expect to use such mobile and

easy to use devices in future.
The newest element of screening is
definitely in liquid, aerosol and gel detectors.

8 Volume 19 Issue 2 2015 www.internationalairportreview.com

One of the possible keys to an optimal

solution is undoubtedly a further development
of technologies and their affordability.
Regarding that, there are a few essential

role in passenger screening is still the human

Marek Najman is Security Training

Manager and Security Auditor at
Vclav Havel Airport Prague. His
career began in the Ministry of
Transportation of the Czech
Republic in 2008 within the
Department of Security Tech nologies. In 2009 he became
National Security Auditor and National Security
Training Auditor within the Department of Civil
Aviation before moving to his current position in
2012. He holds masters degrees in Economics and
Security Management.