Screening of Passengers with Feeding Tubes

You may have been following the story about the person who is claiming Transportation Security Officers (TSO) at Dallas Love Field (DAL) “strip searched” her and inappropriately handled her feeding tube in order to obtain an explosives trace sample.

TSA does not conduct strip searches. Since the traveler did not let TSOs know that she was wearing a medical device, an alarm went off, requiring a resolution. Our investigation concluded that proper procedures were followed: The passenger, in a private room with a supervisor as a witness, patted down the area around her feeding tube, as required by our standard operating procedures. At no time did an Officer touch the feeding tube area. The TSO then swabbed the passenger’s hands and tested the swab for explosives. Contrary to what is being reported, the individual was not asked or required to remove her clothing at any time.

TSA takes all complaints seriously. We are sensitive to the concerns of all passengers and encourage travelers to provide feedback to TSA. If a passenger has a problem at a checkpoint, or is displeased with their checkpoint experience, we strongly recommend that they call a supervisor immediately or file a complaint with our contact center as soon as possible after the experience. TSA Contact Center, 1-866-289-9673 or TSA-ContactCenter@dhs.gov

TSA works regularly with a broad coalition of disability and medical condition advocacy groups to help understand their needs and adapt screening procedures accordingly. Any passengers with disabilities who have questions or concerns prior to travel can contact the TSA Cares Helpline: 1-855-787-2227. The line is open 8 AM -11 PM M-F and 9 AM – 8 PM weekends and holidays. After hours, travelers can find information about traveling with disabilities and medical needs on TSA’s website. 

Bob Burns

TSA Blog Team

If you have a travel related issue or question that needs an immediate answer, you can contact us by clicking here.

Alleged Mistreatment of Passenger who is Deaf at Louisville

Following a National Association of the Deaf (NAD) conference, a passenger who is deaf traveled through Louisville (SDF) and posted a blog about his alleged experience at the SDF checkpoint and issues with his airline. While the passenger has since removed the post, he said that he was mistreated by Transportation Security Officers who he claimed had ridiculed him for being deaf.

TSA takes allegations of misconduct seriously. Immediately following a complaint by the passenger, TSA launched an investigation into the alleged incident, which included a review of more than 120 hours of CCTV footage from a three-day period to look for any scenes that matched the information in the blog post.  A close examination of the video during this timeframe indicates that officers working the checkpoint were professional and appropriate with all passengers.

Here are the facts:

TSA has zero tolerance for discrimination of any kind.

When TSA found out the NAD conference was coming to Louisville, TSA reached out to NAD and other members of its disability coalition while Transportation Security Officers at SDF received additional training on screening deaf passengers from local experts in the field.

SDF is a smaller airport with only one checkpoint, which is monitored by security cameras. Our officers are aware that screening operations are constantly under video surveillance.

After a review of the video, TSA found no footage that matches the information in the blog post, such as Officers removing food during any bag search and eating it, or anything to indicate that they were pointing at and ridiculing a passenger.

In general, candy is not a prohibited item, and would only warrant additional screening if it alarmed. TSA does not donate surrendered food and drink items for health and safety reasons.

TSA works regularly with a broad coalition of disability and medical condition advocacy groups to help understand their needs and adapt screening procedures accordingly. Any passengers with disabilities who have questions or concerns prior to their travel they can contact the TSA Cares Helpline: 1-855-787-2227 (The line is open 8-11 M-F and 9-8 weekends and holidays. After hours, travelers can find information about traveling with disabilities and medical needs on TSA’s website. To learn more click here.)

If a passenger has a problem at a checkpoint, or is displeased with their checkpoint experience, we strongly recommend that they call a supervisor immediately or file a complaint with our contact center as soon as possible after the experience. (TSA Contact Center, 1-866-289-9673 or TSA-ContactCenter@dhs.gov) 

Bob Burns

TSA Blog Team 

If you have a travel related issue or question that needs an immediate answer, you can contact us by clicking here.

 

Video of Child Being Screened in Wheelchair

Over the weekend, a video filmed in spring of 2010 started making its way around the web and has since become viral. The child had a cast and was in a wheelchair, and as a result, alternate procedures needed to be used.

TSA has modified our screening to a risk-based approach, including modifying our screening for passengers 12 and under to reduce the amount of pat-downs that children receive. That said, certain medical conditions and other circumstances may require alternative measures to be implemented from time to time.

The recently initiated TSA Cares Helpline now serves as an additional, dedicated resource for passengers with disabilities, medical conditions or other circumstances or their loved ones who want to prepare for the screening process prior to flying.

To date, more than 3,200 people have been assisted after calling the TSA Cares Helpline. 

Blogger Bob Burns
TSA Blog Team

If you’d like to comment on an unrelated topic you can do so in our Off Topic Comments post. You can also view our blog post archives or search our blog to find a related topic to comment in. If you have a travel related issue or question that needs an immediate answer, you can contact a Customer Support Manager at the airport you traveled, or will be traveling through by using Talk to TSA.

TSA Cares Helpline Starting Today

The Transportation Security Administration (TSA) announced the launch of TSA Cares today, a new helpline number designed to assist  passengers with disabilities and medical conditions to call before they fly.  Starting today, travelers can call the toll free helpline number for TSA Cares before traveling if they have questions about screening policies, procedures or what to expect when they arrive at the airport security checkpoint. This line is available not only to passengers with disabilities and medical conditions, but also to their family members and travel companions who can speak to a knowledgeable representative from the TSA Cares helpline to answer questions about airport security prior to travel.

In most cases, the TSA Cares representative can provide information that will be specific to the passenger’s disability or medical condition. If a caller’s concerns cannot be easily addressed, the passenger may be referred to disability experts at TSA. TSA recommends that passengers call approximately 72 hours ahead of travel so that TSA Cares has the opportunity to coordinate checkpoint support with a TSA Customer Service Manager located at the airport when necessary.

Already, we have been able to assist one family with a child who has autism and other disabilities. The parents contacted the TSA Cares helpline because they were concerned that their child might have challenges with the screening process and may need additional support.  TSA Cares representatives worked with disability experts at TSA to connect them with the Customer Support Manager at their airport.  Local TSA airport staff contacted the family and arranged to have TSA personnel meet them to facilitate their checkpoint screening.

Since our inception, TSA has provided information to all travelers through its TSA Contact Center and Customer Service Managers in airports nationwide. TSA Cares will serve as an additional, dedicated resource for passengers with disabilities, medical conditions or other circumstances or their loved ones who want to prepare for the screening process prior to flying.

TSA established this new helpline because we are committed to treating each passenger the way they deserve to be treated - with dignity and respect.

TSA works regularly with a broad coalition of disability and medical condition advocacy groups to help understand their needs and adapt screening procedures accordingly. We hold quarterly meetings with this coalition to inform them about current training and screening procedures used in airports. We also recently hosted a teleconference with members of these groups to announce the long-standing plans to implement TSA Cares for travelers and inform them of the upcoming launch.

TSA Cares Helpline: 1-855-787-2227: The line is open Monday through Friday 9 a.m. – 9 p.m. EST, excluding federal holidays. After hours, travelers can find information about traveling with disabilities and medical needs on TSA’s website. To learn more click here.

All travelers can contact TSA using Talk To TSA, a web-based tool that allows passengers to reach out to an airport Customer Support Manager directly, and the TSA Contact Center, 1-866-289-9673 or TSA-ContactCenter@dhs.gov, where travelers can ask questions, provide suggestions and file complaints. All travelers may ask to speak to a TSA supervisor if they have questions about security procedures during the screening process. 

Blogger BobBurns

TSA Blog Team

If you’d like to comment on an unrelated topic you can do so in our OffTopic Comments post. You can also view our blog post archives or search our blog to find a related topic to comment in. If you have a travel related issue or question that needs an immediate answer, you can contact a Customer Support Manager at the airport you traveled, or will be traveling through by using Talk to TSA.

Clarification on Screening of Three Senior Citizens at JFK

Since we blogged last weekend about a passenger's screening experience at JFK International Airport, some additional concerns have been raised. We want to clarify a few things but first and foremost, we wanted to ensure our readers understand this:

TSA does not, and has never, conducted strip searches and no strip searches occurred in any of these incidents. 

We truly regret these passengers feel they had a bad screening experience. Our goal is to provide the highest level of security while ensuring that all passengers are treated with dignity and respect. We work regularly with a coalition of advocacy groups that represent those with disabilities and medical conditions to help TSA understand their conditions and adapt screening procedures accordingly.

Last week, TSA senior leadership convened a call with these groups to share information about our policies and procedures. TSA informed them that we're in the process of establishing an 800 number dedicated to travelers with disabilities, medical conditions, or those who may require assistance during screening. Passengers will be able to call this number prior to flying to get guidance and information about screening, based on their needs. Additionally, TSA regularly trains its workforce on how to screen travelers with disabilities or medical conditions and has customer service managers on hand at airports to answer questions and assist passengers.

We’ve had some questions since we posted on Ms. Zimmerman’s complaint last weekend. People wanted to know why we had her remove her back brace when our web page clearly states that our officers will not ask for braces to be removed. To be honest, I was asking myself the same question. Here’s what happened: There was a bit of a miscommunication and our officers were told that the passenger was wearing a money belt. Unlike medical braces and supports, money belts must be removed since they’re not providing any type of medical benefit. After the passenger removed the item, it was then determined to be a Velcro fastened support brace and not a money belt. Since the item had already been removed, our officers had it X-rayed and returned it to the passenger who was then clear to travel.

JKF officers are receiving refresher training to include scenario-based exercises on how to respectfully and safely screen passengers with disabilities or medical conditions to ensure all the proper procedures are followed. Our goal every day is provide the highest level of security, in the most respectful and efficient way possible.

We recommend that all passengers familiarize themselves with security protocols and inform officers prior to screening if they have medical devices that require special screening. It makes things easier for everybody if all parties know in advance what to expect.

Here are a few tips to keep in mind. You can find many more tips for traveling with disabilities here at our web page. 

TSA officers do not ask passengers to remove clothing to expose a sensitive area or to remove a medical device or brace. We have special procedures that allow us to safely screen passengers with disabilities.

Notification cards, are a great way for passengers to discreetly let us know about a medical condition or disability. Passengers may present these cards at the checkpoint to our officers.

Passengers should always be in view of their belongings. If you can’t see your belongings during secondary screening, please request that an officer bring them to you.

Passengers who know they may need additional screening ahead of time may contact a TSA customer support manager at their departure airport ahead of travel to ensure their needs are met. If private screening is needed, passengers are free to have a family member or travel companion join them in the private screening room.

Here are some resources for more information and ways to contact TSA in both the field and at Headquarters.  

Traveling With Disabilities – A wealth of information for passenger with disabilities traveling through TSA checkpoints.

Talk To TSA- Contact a TSA Customer Support Manager at the airport you are traveling through.

TSA Contact CenterA place to find contact information for specific offices or to just ask a general question.

Blogger Bob Burns

TSA Blog Team 

If you’d like to comment on an unrelated topic you can do so in our Off Topic Comments post. You can also view our blog post archives or search our blog to find a related topic to comment in. If you have a travel related issue or question that needs an immediate answer, you can contact a Customer Support Manager at the airport you traveled, or will be traveling through by using Talk to TSA.

Screening of Elderly Passenger at JFK

You may have heard in the news about an elderly woman who is stating she was strip searched at New York's JFK airport by TSA officers. TSA contacted the passenger to apologize that she feels she had an unpleasant screening experience; however, TSA does not include strip searches in its protocols and a strip search did not occur in this case. We're currently gathering information and reviewing the screening of this passenger, but we wanted to share what we know so far.

A review of CCTV indicates the passenger opted out of advanced imaging technology and requested a pat-down. It is TSA’s policy that screening procedures are conducted in a manner that treats all passengers with dignity, respect and courtesy.

CCTV shows that the passenger arrived at the ticket counter at 12:19 p.m. for her 1 p.m. scheduled flight which left early at 12:50 p.m.

She entered the checkpoint line in a wheelchair, walker in hand.

The passenger opted out of advanced imaging technology screening, requested a pat-down and told the officers that she was wearing a back brace or support belt which required private screening.

Private screening was conducted by two female officers. The item was removed, rescreened, and the passenger was cleared for travel. Nothing unusual was depicted on the CCTV as the passenger and two female officers entered and exited the room. The wheelchair attendant assisted the passenger in departing the checkpoint area for the gate.

Terrorists remain focused on attacking transportation through tactics such as concealing explosives under clothing. Further, as evidenced by the Christmas Day 2009 attempted bombing, concealed anomalies under clothing must continue to be resolved and cleared as part of the screening process to ensure the item does not pose a threat to the safety of the traveling public. Terrorists and their targets may also range in age. Read here about a group of elderly men who were planning on using toxic ricin against U.S. citizens, U.S government and officials.

Blogger Bob Burns

TSA Blog Team

If you’d like to comment on an unrelated topic you can do so in our Off Topic Comments post. You can also view our blog post archives or search our blog to find a related topic to comment in. If you have a travel related issue or question that needs an immediate answer, you can contact a Customer Support Manager at the airport you traveled, or will be traveling through by using Talk to TSA.

No Scams Here, Just a Technical Foul

A sports columnist recently wrote that a Transportation Security Officer (TSO) was offering to take people to the front of the checkpoint line via a wheelchair for a fee. Of course, his story picked up a bit of attention on the ol’ intertubes.

I and others more familiar with airports and checkpoint security instantly knew this wasn’t a TSO, but to be sure, we reviewed the video. What we found was that the person he wrote about was a skycap. Skycaps are porters who assist passengers, some often in wheelchairs. They work for tips  and their uniforms do not resemble those of a TSO. In fact, many skycaps wear hats as TSOs do not.

It’s standard procedure for people using wheelchairs to be brought to the front of the line where the Americans with Disabilities Act (ADA) gates are located.

While I’ve seen and heard about our TSOs going out of their way to assist passengers outside of the checkpoint, their main focus is security. If you or somebody you are traveling with will need a wheelchair or some other type of assistance before or after the checkpoint, please ask your airport or airline about the availability of their skycap service. 

Blogger Bob

TSA Blog Team 

If you’d like to comment on an unrelated topic you can do so in our Off Topic Comments post. You can also view our blog post archives or search our blog to find a related topic to comment in. If you have a travel related issue or question that needs an immediate answer, you can contact a Customer Support Manager at the airport you traveled, or will be traveling through by using Talk to TSA.

Traveling With Medication

TSA was in the news last week after a passenger alleged we prohibited her from bringing insulin through the checkpoint at Denver International Airport (DEN). While we did search the passenger’s bag after an alarm and did not allow an oversized, unfrozen ice pack to be brought on board, (in adherence with the 3-1-1 liquid regulations) our initial review of this incident including interviews with the officers and a review of the CCTV indicates that the cooler contained a sports drink and a melted icepack, but not insulin. Because the passenger stated that she was a diabetic, she was permitted to take the sports drink through the checkpoint. .
    
While we’re on the topic… Medication is ok to place in your carry-on or checked luggage in any form. From our web page: "All medications in any form or type (for instance, pills, injectables, or homeopathic) and associated supplies (syringes, Sharps disposal container, pre-loaded syringes, jet injectors, pens, infusers, etc.) are allowed through the security checkpoint once they have been screened. Atropens, an auto-injection system that can help treat many emergency conditions (low heart rate, breathing problems, and excess saliva related to insecticide, nerve gas or mushroom poisoning) are also allowed. We do not require that your medications be labeled." (Read More)

TSA works with over 70 disability-related groups and organizations to help us understand the concerns of persons with disabilities and medical conditions. These groups have assisted TSA with integrating the unique needs of persons with disabilities into our airport operations.

Blogger Bob

TSA Blog Team

If you’d like to comment on an unrelated topic you can do so in our Off Topic Comments post. You can also view our blog post archives or search our blog to find a related topic to comment in. If you have a travel related issue or question that needs an immediate answer, you can contact a Customer Support Manager at the airport you traveled, or will be traveling through by using Talk to TSA.

TSA Will Work With Passengers To Resolve Security Concerns In The Most Respectful Way Possible

TSA is in the news this week after a security concern was identified during the screening of an elderly woman at a Florida airport. We are sympathetic to the passenger and regret that this event occurred at such a difficult time for her and her family.

While everybody does have to be screened, TSA works with passengers to resolve security concerns in a respectful and sensitive manner.  In no instance would our officers ask a passenger to remove an adult diaper.

We have reviewed the circumstances involving this screening and determined that our officers acted professionally, according to proper procedure and did not require this passenger to remove an adult diaper. Various options to proceed through the checkpoint were presented to the passenger and her daughter during private screening to resolve an anomaly discovered during a pat down. Although TSA did not request it, the daughter ultimately chose to remove the adult diaper in a bathroom and return to the checkpoint.

Out of respect for passenger privacy, we will not disclose further details about the screening of this passenger except to assure that all protocols for resolving security concerns were followed and to reiterate that TSA works very hard to ensure all interactions with passengers are done as respectfully as possible. 

Blogger Bob

TSA Blog Team

If you’d like to comment on an unrelated topic you can do so in our Off Topic Comments post. You can also view our blog post archives or search our blog to find a related topic to comment in. If you have a travel related issue or question that needs an immediate answer, you can contact a Customer Support Manager at the airport you traveled, or will be traveling through by using Talk to TSA.

Traveling With a CPAP Machine

I recently received an e-mail from a gentleman who had just started using a CPAP machine. He was concerned about traveling with his CPAP and wasn't sure if it could go in his carry-on bag or if it would receive special screening. These are common questions we get quite often from people who have never traveled with their CPAP machines, so it seemed a blog post was in order.

For those who don't know, Continuous Positive Airway Pressure (CPAP) machines are respirators that are commonly used to treat sleep apnea and as you can imagine, they are extremely important to the people who need them.

Our officers are very familiar with CPAP machines and see them numerous times daily. I wouldn't suggest placing your CPAP machine in your checked baggage, because if your baggage is misplaced, you'll be without your machine.

So here is how it all goes down. The CPAP machine will need to come out of its case and be placed in a bin prior to being sent through the X-ray, but the facemask and tubing can remain in the case. We realize the X-rays bins aren't exactly sterile, so if you like, you can place your CPAP machine in a clear plastic bag before you put it in the bin. After your CPAP machine is X-rayed, it may need to undergo an Explosive Trace Detection test where a small white swab will be run over your machine and then analyzed for trace amounts of explosives.

If your CPAP machine needs an ETD test, you can request that gloves be changed and a new swab be used.
Why the special treatment? As we've discussed before (here & here ), when we can't get a clear X-ray image of an item, we have to take a closer look. There are certain parts of the CPAP machines that are difficult to see on the X-ray.

I hope this helps. Safe travels!

Blogger Bob
TSA Blog Team

If you’d like to comment on an unrelated topic you can do so in our Off Topic Comments post. You can also view our blog post archives or search our blog to find a related topic to comment in. If you have a travel related issue or question that needs an immediate answer, you can contact a Customer Support Manager at the airport you traveled, or will be traveling through by using Talk to TSA.

TSA's Special Counselor Guest Blogs at Disability.Gov: Screening for Passengers with Mobility Disabilities

TSA's Special Counselor, Kimberly Walton guest blogged today for Disability.gov. Here is an excerpt from her post:

As our Advanced Imaging Technology (AIT) continues to roll out across the country, more and more people with disabilities have questions and concerns about how they’ll be screened at our checkpoints - especially those with mobility disabilities... Please read the rest at Disability.gov.

Blogger Bob

TSA Blog Team

Administrator Pistole Reaches Out to Passenger for Pat-down Mishap at DTW

*** Update 1/27/2011 Readout of Special Counselor Kimberly Walton’s Participation in a Meeting with Thomas Sawyer and Advocacy Organizations ***

Administrator Pistole has reached out to the gentleman whose urostomy bag leaked during secondary screening at DTW. The Administrator promised to look into the incident. We’re reviewing the training that’s already being provided to our officers to see if needs to be updated. When our officers are hired, they are given extensive training on screening passengers with disabilities and they continue to receive recurring training throughout their career. TSA has established a coalition of over 70 disability-related groups and organizations to help us understand the concerns of persons with disabilities and medical conditions. These groups have assisted TSA with integrating the unique needs of persons with disabilities into our airport operations.

Also, keep in mind that passengers with disabilities can contact one of our Customer Support Managers to coordinate their screening. This way, they can have a chance to speak with an expert and explain the best possible way to be screened prior to arriving at the airport.

Blogger Bob
TSA Blog Team

Helping Wounded Warriors

Last week, I went to Walter Reed Army Medical Center in Washington, DC with staff from TSA’s Office of Security Operations who work on screening procedures and officer training. Prosthetics have come a long way, and Walter Reed is on the forefront of providing severely wounded service men and women with state of the art prosthetics and first class treatment and rehabilitation protocols.

As we’ve said before, about a quarter of TSA’s frontline workforce are veterans. We know that our troops deserve respect when they come through the checkpoints, and we do our best to give them the honor they deserve. We work with the Wounded Warrior Project to help severely injured veterans who have been injured with assistance to get them through the checkpoint smoothly. But sadly, we also know that some have tried to exploit our respect for those in the armed forces by impersonating them and trying to sneak bad things through. Unfortunate, but true.

As you can imagine, soldiers with shrapnel in their bodies and prosthetic limbs set off metal detectors. As part of the hospital visit, the security team looked at various prosthetics and their inner workings to better understand how to write procedures for screening people with them. We also visited and spoke with some wounded soldiers about the Wounded Warrior Project, and gave them tips to make their checkpoint experience less stressful. We also talked to them and their family members about advanced imaging technology, which reduces the chance of a pat down for people with metal implants and prosthetics.

To facilitate the movement of injured veterans, TSA partners with the Department of Defense and the Wounded Warrior Project through the TSA Military Severely Injured Program. To request assistance through this program, injured service members or their designee(s) should contact TSA by telephone, email, or fax no later than 24 hours prior to flying. This will allow enough time for the TSA Military Severely Injured program to contact local TSA officials at the departing airport who will facilitate the injured service member's screening experience.

We look forward to continuing our work with the Department of Defense to identify protocols that improve how we screen people with disabilities.

Lynn

TSA Blog Team

Four Year Old Boy In Philly Told To Remove Leg Braces

You may have heard about the story of the four year old in Philly who was told to remove his leg braces.

The account goes back to March 2009, but when PHL Federal Security Director (FSD) Robert Ellis learned about it last week, he called the father of the boy immediately. There was no formal report of the incident on file with details, but regardless, Mr. Ellis apologized for any inconvenience the boy and his family may have had to go through.

At TSA, we have a few ways to report any problems you have as soon as it occurs. First, ask for a supervisor immediately. This way, TSA management can look into resolving the issue and any personnel can be identified and retrained as needed. If you choose not to report the incident at the airport, or you feel your incident didn’t receive the attention it should have, you have other options:

Got Feedback – Allows you to contact the Customer Support Manager for the airport you traveled through via e-mail.

TSA Contact Center – You can reach the Contact Center via e-mail, mail or phone. You can find Contact Center info here.

When it comes to screening passengers with disabilities, our officers receive Passengers with Disabilities (PWD) training upon being hired and are required to take annual PWD courses.

From Travelers with Disabilities and Medical Conditions:

In order to achieve that goal, TSA has established a program for screening of persons with disabilities and their associated equipment, mobility aids, and devices. Our program covers all categories of disabilities (mobility, hearing, visual, and hidden). As part of that program, we established a coalition of over 70 disability-related groups and organizations to help us understand the concerns of persons with disabilities and medical conditions. These groups have assisted TSA with integrating the unique needs of persons with disabilities into our airport operations.

Note: In order to keep the flying public safe, our procedures require individuals to undergo thorough screening and there are some rare instances when leg braces may need to be removed. However, this would happen while the passenger was seated and not before they walked through the metal detector.

Blogger Bob
TSA Blog Team