Clarification on the Screening of 3-Year-Old Girl at Lambert–St. Louis International Airport

An incident involving a girl in her wheelchair has been getting a lot of attention. I’ve been reading a lot of articles, tweets, and posts about this and I feel some clarification is needed. First off, we regret that this happened and TSA has apologized directly to the family for their inconvenience at the airport. 

What we did:

• Our officer did initially mention a pat-down. We admit this was confusing, and contributed to a stressful situation. Very quickly, a manager was able to step in and give guidance.
• Also, our officer told the passenger that it was illegal to film at the checkpoint. This is not the case, and you can take a look at our filming policy here.
• TSA’s Federal Security Director at Lambert-St. Louis International Airport (STL) reached out to personally apologize for the incident. He also offered to assist the family the next time they traveled through the airport.

What we didn’t do:

• The child did not receive a pat-down. You can read our new procedures for children 12 and under here.
• Neither the child nor the parent was detained. TSA does not have the authority to detain passengers. Only Law Enforcement Officers can detain passengers.
• The child’s stuffed animal was not confiscated. It was screened and handed back to the child after being screened. All accessible property is screened prior to traveling to your departure gate. You may remember this stuffed animal from last year.

Incidents like this can trigger a lot of emotions, but please keep the TSA’s mission in mind. We are committed to maintaining the security of the traveling public. This will be addressed with our workforce so we can continue to treat all passengers with the dignity and respect they deserve.

We continue to receive overwhelmingly positive reports about our TSA Cares Help Line and strongly suggest that passengers with disabilities and medical conditions call this number if they have questions or are concerned about their upcoming travel through a TSA checkpoint.

From TSA.gov: 

TSA Cares is a helpline to assist travelers with disabilities and medical conditions. TSA recommends that passengers call 72 hours ahead of travel to for information about what to expect during screening.

Travelers may call TSA Cares toll free at 1-855-787-2227 prior to traveling with questions about screening policies, procedures and what to expect at the security checkpoint. TSA Cares will serve as an additional, dedicated resource specifically for passengers with disabilities, medical conditions or other circumstances or their loved ones who want to prepare for the screening process prior to flying.

The hours of operation for the TSA Cares helpline are Monday through Friday 8 a.m. – 11 p.m. EST and weekends and Holidays 9 a.m. – 8 p.m. EST. Travelers who are deaf or hard of hearing can use a relay service to contact TSA Cares or can e-mail TSA-ContactCenter@dhs.gov.

When a passenger with a disability or medical condition calls TSA Cares, a representative will provide assistance, either with information about screening that is relevant to the passenger’s specific disability or medical condition, or 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. 

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.

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.