A Win for the Blogosphere
Posters on this blog have had their first official impact on our operations. That’s right, less than one week since we began the blog and already you’re affecting security in a very positive way.
On Monday afternoon we began receiving questions about airports that were requiring ALL electronics to be removed from carry-on bags (everything, including blackberrys, iPods and even cords). This practice was also mentioned on several other blogs and left us scratching our heads.
So…we checked with our security operations team to figure out what was going on. After some calls to our airports, we learned that this exercise was set up by local TSA offices and was not part of any grand plan across the country. These practices were stopped on Monday afternoon and blackberrys, cords and iPods began to flow through checkpoints like the booze was flowing on Bourbon Street Tuesday night. (Fat Tuesday of course).
So thanks to everyone for asking about this and for giving us a chance to make it right. Our hope is that examples like this validate our forum and show the solid partnerships we can form with our customers - the traveling public - in not only increasing security but in making all of our lives just a little easier.
Thanks again and keep those comments and questions coming.
224 comments:
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Wonderful news indeed, Christopher! Thank you so much for following up on this, what a relief!
Why doesn't the airport security machines detect titanium?
Thanks for this good news. Always is good showing that you do listen.
TSA should allow the passengers to discard any unwanted items that they carry. I suspect TSA employee take items they like for self consumption. I passed thru screening in Guam and the TSA employee took my expensive perfume that happened to be 5 oz. instead of 3 oz.. He disappeared with my perfume. They should have a container for any items that needs to be discarded by the passenger to avoid suspicion like I had toward that employee. I passed couple of airports with that perfume without hassle, but When I got to Guam, the problem begun.
I find it amusing that TSA's blog says "we expect that participants will treat each other, as well as our agency and our employees, with respect." This doesn't carryover to the employees treating those of us who fly with respect. I travel extensively - one or two times a week. So far on my last few flights, I've had my clothes completely removed from my carryon and screened - searching for a bottle of water that didn't exist - and then the clothes were accidentally dumped in the screening machine. Finally, I was told that I had obviously done something with the vanishing water. When I asked to speak to a supervisor, I was told that I was "interfering with TSA operations". Since I had to catch a flight, I chose to walk away. I've had my laptop dropped with no apology. I've had my shoes screened and when I politely asked why I was told that I was "interfering with TSA operations". Being a lawyer, I know what the rules are - and that type of attitude reflects the arrogant incompetence that I am seeing more and more frequently in the TSA. TSA has become what I feared i t would become. It took a tragedy and has turned it into an unaccountable, arrogant government bureaucracy. As a citizen, I pay for security, not the ineptness I continually find. We can do much better.
Passing through the Sacramento Airport I ran across one of the most friendly Female officers. Now most of the officers that I have seen in my travels could care less about how they look but not only was her uniform perfect in every mannor but I mean right down to her makeup & curly hair. I found that to be very easy to the eyes in the morning rather than seeing Godzilla or a small troll running around. She was standing at the metal detector and greeted each passenger pleasently. So I would just like to say, that not all of the officers are lazy and have a bad attitude. There are some that are genuinely there to help. I have seen this lady there for quite a few years and she always seems to be professional and a bright smile. I think that some of the female officers could take some make-over lessons from this TSA Beauty she makes coming through Sacramento worth it as she jokes, smiles and makes the stress go away. As for "Anonymous", I think you have had some bad experiences with some TSA officers and just move on. They have a tough job really. Everything starts with the Ticket Agent and goes on from there. If the Ticket Agents were HALF as friendly as TSA I would be satisfied. The agents are horrible especially in PHL. TSA in PHL is Horrible, but at SMF, I have no gripes. Keep up the great work Curls.
This is great news.. More power.. Keep it up!
Considering the amount of people who fly the slight delay in getting through the checkpoints is understandable and in fact makes most of us feel safer.
This is my complaint:
It galls me that airlines can use the TSA lines as marketing tools. I encountered special TSA lines for Continental elite passengers at both Bush and at Newark. The people flying economy were waiting for 45 minutes while the first/business passengers breezed thru their own private line. Our fees pay TSA equally and we should be treated equally. This needs to be stopped now.
I didn't realize local TSA offices have that much latitude or believe they have that much latitude when it comes to their procedures. I guess over achieving officials are only trying to make air travel safer.
Hooray...at least there has been a positive impact and they are ready to listen to the voice of the public. Power to the people as my friend said.
Congrats on opening the doors a little wider. I've actually had a good experience with TSA before.
They should have a interview with TSA bloggers.
I didn't realize local TSA offices have that much latitude nice to know it after reading your blog post.
I think consistancy is the main problem at times, and why people get so upset. We have flown abroad many times and the rules seem to change depending on the personnel at the time. Yes, you can take baby scissors with you - no you cant take them. Cut out the grey and lets keep it black and white.
I am more than happy to go through all the security measures at airports now. You can never be too safe these days.
Brian wrote:
"I am more than happy to go through all the security measures at airports now. You can never be too safe these days."
Oh really? Maximum security would involve passengers traveling naked and shackled after a body cavity search. Don't like that idea? Then maybe you can be "too safe".
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Phil
Add your own questions at TSAFAQ.net
On July 2nd, 2009 we were leaving from the Honolulu Airport and when we went through screening we had a difficult time with one of the screeners, I don't know if it was because she was new, or if she was just plain arrogant. We use this airport at least 10 times a year and never had this issue before. We always take the same items when we travel and only take a carry on. Well on this trip my wife's purse went through the screening machine ant the TSA agaent asked if that was her bad she said yes and proceded to open it and then said removed her 7" notebook computer from it and then rescreened it (at other airports we would remove it and would be told we can put it back in our bags since it was so small, including Honolulu. After it was screened the second time she went through it again and this time removed her Kindle (an electronic book)I asked her why and she said all electronics larger than a cell phone need to be removed, I asked her where it said that and she said I could find out on the web. Well after she removed it and re-screened the bag she went through it again and said it was okay... but then she took it too another spot as my wife was collecting her Kindle, notebook and other itmes and when we got to her she had my wifes Change/Key purse out and was going through the money compartment. We asked what she was doing and she just smiled and dumped the change purse back into her main purse. The electronics were very small, remember these were in her purse and not a standard carry on bag. When we got to our destination in Richmond we went to get some dinner and when my wife opened her wallet it was missing 2 50's and 100's. Her purse was removed from her site 3 times by this girl and later caught her rumaging through her change/key purse. When we get back to Honolulu, we are checking our house first to see if she left the money there, but we are both positive she had it in her wallet. If it is not there, the only thing I can think of doing is notifying the police and following their advice. Also, when we got to Virginia I looked up on the TSA site and no where could I find something that says any electronics larger than a cell phone must be removed from the bags at screening.
If you have any ideas on how to handle this type of situation in the future please let me know on here. Like I said, we've been traveling for years and traveling is definatley not as fun as it once was and this kind of action and behaviour really makes me not want to travel anymore.
Another point, there were only 5 people in front of us and it took the line 35 minutes for just those 5 to go through it.
How to make TSA a better agency:
1. Train your people in what they need to do.
2. Train your people in how to do what they need to do.
3. Train your people in how to behave while they do what they need to do.
4. Train your people in why they should do things that way.
5. Train your people how to respond properly to things that are normal.
6. Train your people how to respond properly to things that are unusual.
7. Train your people how to respond properly to things that are wrong.
8. Review. Reinforce. Retrain. Repeat.
I'm tired of seeing female screeners who are more interested in repainting their nails than paying attention to the X-ray screen (LAX). I'm tired of hearing loud "guess who I did" discussions between male screeners (O'Hare).
I'm tired of having to explain what a CAC card is (everywhere but Albequerque and Norfolk) and what it is doing in my passport. I'm tired of seeing groups of uniformed soldiers being given a BOHICA near strip-search secondary screening because they dare to have metal buttons on their uniforms.
TSA should allow the passengers to discard any unwanted items that they carry. I suspect TSA employee take items they like for self consumption. I passed thru screening in Guam and the TSA employee took my expensive perfume that happened to be 5 oz. instead of 3 oz.. He disappeared with my perfume. They should have a container for any items that needs to be discarded by the passenger to avoid suspicion like I had toward that employee. I passed couple of airports with that perfume without hassle, but When I got to Guam, the problem begun.
Passing through the Sacramento Airport I ran across one of the most friendly Female officers. Now most of the officers that I have seen in my travels could care less about how they look but not only was her uniform perfect in every mannor but I mean right down to her makeup & curly hair. I found that to be very easy to the eyes in the morning rather than seeing Godzilla or a small troll running around. She was standing at the metal detector and greeted each passenger pleasently. So I would just like to say, that not all of the officers are lazy and have a bad attitude. There are some that are genuinely there to help.
I find the TSA's start of this Blog to be a very good thing. I am a frequent flier and have had good experience with most TSA folk. When one thinks of the number of airports and number of employees nationally, one would expect some problems here and there. Let's thank the blog staff for tracking down the Blackberry issue rather than find one more thing to taunt them about!
I think it's amazing and brilliant that people have the power to get things done so quickly and effectively. There are so many issues like this is the UK that the public just don't have any say in, and don't get the chance to have a say.
I think it's wonderful, and that you should be commended.
Hearing a story like this makes me nervous that there is a break down in communication going on. This is not good.
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