New data shows travelers aren’t too happy with TSA’s new facial recognition technology, yet this doesn’t come as a surprise to Audrey Kohout, Co-CEO of LugLess. While facial recognition technology at airports is moving us closer to a seamless, touchless travel experience, some travelers are hesitant to adopt this new technology.
Per a new survey by LugLess, 20% of travelers feel the tech isn’t developed enough and will make mistakes, and 17% feel it’s too invasive and are worried about privacy. Here’s what the experts say about why some travelers may feel some uncertainty around this new airport technology.
Understanding the new technology
“Early pilots have shown that TSA’s CAT-2 systems (Credential Authentication Technology) are reducing wait times and streamlining the security process, allowing travelers to verify their identity in seconds,” says Kohout. “It’s important to remember this technology is not about surveillance. Photos are not stored long-term, and travelers can always ask questions or opt out without penalty. As this expands nationwide, the key for adoption will be trust – balancing efficiency with transparency so passengers feel confident in their privacy and reassured that security standards remain uncompromised.”
Why are some travelers hesitant?
While some travelers are willing to embrace TSA’s new technology, others feel as if there’s “no clear benefit for them to use facial recognition over showing an ID,” Kohout says.
The biggest concern among travelers is regarding the potential for mistakes, she shares, which is a valid concern. However, “As long as a traveler has their approved ID, any errors made with the technology can be easily remedied in real-time. As for feeling invasive, this will fade as more daily activities (travel and non-travel related) are intertwined with facial recognition,” she says.
According to a privacy expert, Mike Nielsen, CMO of RealSense, “Modern facial recognition systems are designed to be extraordinarily fault-tolerant, with near-zero levels of false-positives. I can’t speak to individual system efficacy, but the gold standard is one in a million false positive matches,” he shares.
“False negatives are less of a concern, generally more of an inconvenience to both the traveler and TSA staff, but still something you want to strive to get right 999 times out of 1000. A false negative is looking at a person’s face and saying, “Nope, that’s really not Mike, send for secondary verification.”
“Fundamentally, it’s about trust,” says Nielsen. “People are very protective about the use of their personal information, particularly biometric markers – like a faceprint – but we’ve seen repeatedly that when people understand the use and trust the source, they are far more willing to share the information.”
Opting out without penalty
While travelers are encouraged to embrace this new era, Kohout says, “TSA has made it clear you can opt out, and that your security process will be a bit longer if you refuse facial recognition as a means of verifying your identity. Additionally, someone who opposes this new technology has likely done their research and discovered that you can opt out.”
“Initially, like anything else that requires change, some will always opt out. However, as the experience becomes more widespread across all airport experiences, those who travel more than once a year will welcome the benefits of a faster and more streamlined security process,” she shares.
Ultimately, travelers must remember that the goal behind this new technology is to make travelers have one less physical thing to manage during the airport security check-in process. “Over time, more and more people will become accustomed to this newer, faster security screening experience.”
“When E-ZPass was first introduced, I recall people discussing their concerns about being tracked while they drove,” Kohout recalls. “In 2025, you would be hard-pressed to find anyone with a car (or even a car rental) that doesn’t have an E-ZPass, given how much time is saved. Facial recognition will ultimately have the same impact on people’s lives, once a similar level of trust and understanding is built.”
