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.