Travellers’ satisfaction with airport access safety and security: an empirical study about COVID-19

This paper investigates how traveler satisfaction with airport surface access safety and security was impacted before and during COVID-19, using US survey data from 2017, 2020, and 2021. Grouped random parameter ordered probit models with heterogeneity in means were used to account for unobserved heterogeneity across respondents and exogenous variables. Temporal transferability tests compared determinants of satisfaction between pre-pandemic and pandemic periods. Results show that younger travelers and those from smaller households were less satisfied, while satisfaction was higher among private vehicle owners and those with greater driving experience. Socio-demographic characteristics remained significant, though COVID-19 introduced some changes to the importance of factors. The study provides evidence for how disruptive events can alter perceptions of safety and security in airport access, with implications for future planning and mitigation strategies. These findings are intended to help policymakers enhance airport access services and prepare for similar large-scale disruptions in the future.