Under the Radar: How Airline Outsourcing of Passenger Services Compromises Security and Service Quality at LAX

The Los Angeles Alliance for a New Economy (LAANE) surveyed nearly 300 passenger service workers to determine the effects of contracting on public safety and service quality at the Los Angeles International Airport. Results show that airlines are compromising security at LAX by failing to ensure that their contractors provide adequate training to passenger service workers; airlines at LAX are not providing adequate services to passengers with disabilities and the elderly due to equipment problems, lack of training, and understaffing; airline cost-cutting is jeopardizing the health of the public and undermining service quality; and more.