Abstract
It's nearly two years later, and the repercussions of 9/11 are still being felt in the security community. Heightened security awareness combined with tightened security measures brings more to the process of securing. Now, for air travelers, there are more questions to answer, longer lines for security clearance, and perhaps the need to unpack and pack bags that are selected for a search. The added steps are apparently viewed as more inconvenience, greater inefficiency, loss of productivity, and considerable additional stress. and the customer-friendly service that the airlines claim goes counter to the aim of physical security. The question is: to what degree can security measures be customer friendly?.