American Airlines has revealed more than 70,000 passengers have missed flights this year due to excessive wait times at TSA security checkpoints.
More than 40,000 checked bags were also delayed, according to Kerry Philipovitch, customer experience senior vice president for American Airlines.
Philipovitch told a House Homeland Security subcommittee of the scale of the problem at the nation’s airports.
"To say customers are agitated is putting it mildly, and the public outcry has resonated. The result is a screening process that’s causing unacceptably long security lines and a frustrated flying public," she said.
Philipovitch said there are ‘three contributing factors’ which are adding to travelers’ misery.
"It appears TSA did not adjust its staffing model after screening protocols were changed. Second, TSA is experiencing abnormally high attrition and is not able to retain transportation security officers. Third, the TSA Pre-Check program, which allows low-risk passengers to go through expedited screening has not met enrollment goals," she said.
"All of these factors combined caused a systemic slowdown in passenger processing at security checkpoints, resulting in delays and missed flights."
Airlines have urged all passengers to arrive at least two hours early for flights as the busy Memorial Day holiday approaches.
TSA is adding extra canine teams and bringing in an extra 500 agents ahead of the busy summer travel season.
