Checkpoint Evolution: Passenger Engagement

Passenger engagement… What is it? Is it the new romantic comedy about two passengers who meet at an airport and decide to get married? Not quite.

Passenger engagement is all about the way we are moving to an entirely different environment at our checkpoints. Checkpoints are noisy, confusing places that often leave passengers feeling as if they just ran through a gauntlet.

While we are adopting process and technology upgrades, we are also enhancing the training of our officers to include a heavy focus on better communication at the checkpoint between officers and passengers.

We’d like to change the environment for two reasons. First off, passengers deserve to travel through our checkpoints without feeling stressed. We all have enough stress in our day to day lives don’t we?

Secondly, the more relaxed passengers are, the easier it will be for our Behavior Detection Officers to pick out folks who are displaying signs of fear and deception.

In a relaxed environment, someone with ill intent will stick out like a man in a plaid suit at the Oscars.

Bob

TSA EoS Blog Team

Behavior Detection Officers Lead to Arrest in Orlando

(UPDATE 04/02/2008: Read the updated story. )

You might have seen on the news or the web today that Behavior Detection Officers at Orlando International Airport spotted a passenger in the airport lobby, well before the screening checkpoint, who was behaving suspiciously. Because of the passenger's highly irregular behavior, the officers ensured he was under surveillance as he moved through the airport, and requested that his checked bags immediately be searched.

As a result of the bag search, a variety of suspicious items were found. (Since the FBI is leading the investigation, we're not saying exactly what these items are although there is speculation in the press and on the web). The individual was taken into custody by Orlando Police and the FBI is now questioning him. If you’ve been watching the news, you’ve probably seen the bomb squad removing the passenger's clothing curbside to ensure he did not pose a threat.

Since the passenger was stopped before he could get to the checkpoint, checkpoint operations were not affected and flights continued to take off and land. A perimeter was established in Terminal A while the bomb squad did their work.

This is an excellent example of the layers of security in action throughout the airport. This is also a good example of using specially trained Behavior Detection Officers to look for people with hostile intent as well as the items they intend to use. It's a further testament that the behavior detection program works (yes, I'm partial...).

For the official TSA statement, click here.

Thanks,

Bob

TSA EoS Blog Team

Checkpoint Changes Coming

In TSA's checkpoint of the future, passengers will approach the security kiosk, carry-on in hand, and put a biometric on the scanner. While the scanning system clears you after it confirms your identity and flight information, the technology in the kiosk will verify that there are no truly dangerous items on you or in your bag. Total elapsed time: about 1.75 seconds. Version Two will add a Teleporter so that you will not need to get on an airplane.

Your grandchildren will love it.

Technology is a wonderful thing but it's not an overnight process - it must be invented, funded, built, tested, bought, and deployed. Unfortunately, the security technology field has not sufficiently fired the imagination of scientists or the private capital markets to the point where truly breakthrough technology will soon transform the checkpoint experience. Yet the current security threat environment requires that we get smarter and more nimble, now.

We have some significant changes in store for the checkpoint starting this spring. I would like your thoughts and I hope TSA will earn your support in our common mission. Please take a look at our Checkpoint Evolution micro-site.

TSA has taken a fresh look at our checkpoint operations to see if we can improve security and the passenger experience with what we have today. We took what we know from the intelligence and security communities, we listened to our employees, we learned from passengers (including on this blog), we evaluated readily deployable technology, and have come up with changes that we have begun piloting.

There are three elements to what we are calling Checkpoint Evolution: people, process, and technology.

People. The threat environment makes it clear that we need to add layers of security to be effective against adaptive terrorists. This means adding a capability to detect a potential problem even if they are not carrying anything prohibited - in other words, more focus on people, not just things. That means deploying more officers specially trained in behavior detection and document checking to identify people that intend to do harm, not just waiting to find their prohibited item in a carry-on bag.

Process. We're making improvements to the checkpoint process, including better signs to tell you what's going on at the checkpoint and why, and what you need to do at various stages. There will be areas to divest - or prepare - for screening and also an area to get everything back together after you're done. You have seen some pilots with our Diamond Select and Family lanes and we will continue to make improvements.

Technology. We don't have the end-all-be-all machine yet, but there are some technologies we will be installing in many airports throughout the year that are an improvement to what currently exists, including multi-view x-ray for carry-on bags and whole body imaging for passengers. The deployment of these machines will represent the first significant addition to the checkpoint since metal detectors and X-ray machines were introduced in the 1970s.

Our enemies have the advantage of picking their time, place, and method of attack. Those advantages are more pronounced if our defenses are rigid and predictable - they could use our standard operating procedures and technology against us.

We do have some advantages. First, airports are our turf; we have the home field advantage and can set the rules. Keeping an element of randomness and calming the checkpoint are critical.

Second, TSA's officers have experienced more passengers and bags than anyone else on earth and that knowledge is priceless. They know what doesn't seem right. In a calmer checkpoint environment, hostile intent stands out from the behavior of regular passengers just trying to navigate the system. Behavior detection officers and document checkers will use their training and skills to identify people and things that stand out from the norm and give them added scrutiny.

Third, the advantage we need to bolster most is the fact that the numbers are overwhelmingly in our favor - two million people a day fly, every one of them with a vested interest in assuring the safety of our system. We know the overwhelming majority of passengers pose no threat, so we want to improve your checkpoint experience and get your help in making those who do pose a threat stand out.

In short, we are seeking to reduce our weaknesses while improving our strengths until the futuristic checkpoint with seamless security screening becomes a reality.

Please visit our Checkpoint Evolution Web site to find out more, and share your feedback. If we partner together, we can make flying safer and a lot easier - right now. Thank you for your participation and partnership with TSA in keeping travel safe.

Kip

TSA and Piercings

Your questions and comments on the incident in Lubbock, Texas have not gone unnoticed. Yesterday, as soon as TSA became aware of the situation, people in our Security Operations office looked into it. They interviewed the four Security Officers who at one point or another, screened or spoke to the passenger - two men and two women (if a passenger requests private screening, they must get an officer of the same sex to screen them there). TSA has also been in touch with the passenger’s lawyer on several occasions.

The bottom line: the security officers followed the procedures for when someone alarms the metal detector and did nothing wrong. But, after looking at the procedure the officers followed, it was determined that the procedures should be modified. An official statement has been posted on our website here.

Lynn

TSA EoS Blog Team

Rumor Alert- Shortage Of Federal Air Marshals?

Update:

3/26/08, 5:35 p.m.
Christopher Said:

Yesterday I mistakenly wrote and subsequently reiterated last night in a comment that the percent of flights covered by air marshals is in the “double digits.” Frankly, this was a result of my haste to provide information and to get the truth out quickly about our federal air marshal program. It is simply not appropriate to discuss percentage of flights covered.

In no way was I trying to provide information that is inappropriate for release or to mislead the public in any way. The definitive numbers that we can provide about the program are; the number of marshals we currently have is in the thousands, our true attrition rate (that is any air marshal leaving the agency for any reason) is approximately 6.5 percent since the expansion of the program in the Fall of 2001 and that we deploy air marshals based on intelligence and risk.

Since launching this blog 60 days ago, our only goal has been direct, honest, personal communications with the traveling public. I sincerely apologize for this error and hope that it has not degraded or devalued the important dialogue that has been started on this forum.

I have edited the post below to reflect the facts of the matter. Again, I apologize for any confusion this may have caused.

Christopher
EOS Blog Team

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CNN aired a story on Anderson Cooper 360 from investigative reporter Drew Griffin on the federal air marshal service. In the piece, anonymous air marshals, pilots and other "experts" discuss "staggering" attrition rates and make assertions that less than 1 percent of flights are actually covered by air marshals. Below are the facts on how we deploy air marshals, air marshal attrition rates, and the reality behind this highly successful program.


Myths:

"Of the 28,000 commercial airline flights per day in the U.S., less than 1 percent are protected by federal air marshals."

"I would have to guess it's fewer than 1 percent of all my flights," the pilot said. "I'm guessing by coverage of when I go to those cities, fewer than 1 percent."

"That means that a terrorist or other criminal bent on taking over an aircraft would be confronted by a trained air marshal on as few as 280 daily flights."

"One pilot who crisscrosses the country and flies internationally told CNN he hasn't seen an air marshal on board one of his flights in six months. A federal law enforcement officer with is not affiliated with the air marshal service...has gone months without seeing a marshal on board."


Buster:

While the exact number of flights that air marshals protect is classified because we don't want terrorists to play a mathematical guessing game based on percentages, the actual number of air marshals employed by the agency is in the thousands.


Beyond the number of flights that air marshals physically cover, the more important question to ask is which flights are air marshals flying on. Using our intelligence-driven, risk-based approach, we deploy marshals on the highest risk flights. That means a team of air marshals might be on one flight based on intel and none may be on the next.


Simply parroting a sound bite from an anonymous expert or a pilot that flies to New York once a day with no knowledge of scheduling or intel isn't accurately portraying the situation. Random "experts" hardly encompass a qualified opinion on air marshal deployments. The bottom line is that there are thousands of hard-working, dedicated marshals flying day in and day out to protect the traveling public both domestically and abroad. We clearly told CNN their numbers were inaccurate and they chose to report these numbers anyway.


Myth:

"Air marshals who spoke with CNN anonymously...are especially troubled by the lack of coverage on flight in and out of Washington and New York."


Buster:

Flying air marshals speaking on condition of anonymity simply do not have access to global scheduling information. Every single day of the year, air marshal schedules are altered to cover specific, high-threat flights. That means on one day, many flights into and out of New York and D.C. may be covered and on other days, less flights may be covered.


The role of not releasing specific numbers of marshals or flights carrying marshals is an important one. We should not tip our hand to terrorists and let them know the mathematical probability of air marshals being on flights they may be interested in taking over or otherwise disrupting.

We fully desire terrorists to not know for sure if marshals will be on board their flight so that they will have to factor them into any plots involving aircraft.


Myth:

"Air marshals told CNN that while the TSA tells the public it cannot divulge numbers...the agency tells its own agents that at least 5 percent of all flights are covered."

"One marshal said that while security is certainly one reason the numbers are kept secret, he believes the agency simply doesn't want taxpayers to know the truth."

"...the average taxpayer understands there's no physical way to protect every single flight everywhere," the air marshal said. "But it's such a small percentage. It's just very aggravating for us"


Buster:

Today, the number of air marshals TSA employs is in the thousands. We know this because we build the schedule and we assign these air marshals to flights all over the world each and every day.


Myth:

"Sources inside the air marshal field offices told CNN that the program has been unable to stem the losses of trained air marshals since the program's numbers peaked in 2003."


Buster:

Federal air marshal service attrition rates have been approximately 6.5 percent since the program expanded after 9/11. This isn't an exodus by any means and is comparable to other federal law enforcement agencies. The job does require extensive travel, a high level of alertness for hours on end and one of the highest firearms qualifications standards in government.

Being an air marshal isn't for everyone but that should not detract from the thousands of dedicated public servants out flying today and every day to protect the traveling public.


Myth:

"They are whistling past the graveyard, hoping against hope that this house of cards that they call airline security doesn't come crashing down around them," said David Mackett, president of the Airline Pilots Security Alliance.


Buster:

This insulting little sound bite discounts the dedicated service thousands of air marshals provide every day. While air marshals are an important layer of security, they are hardly the only thing stopping a terrorist from taking over an airplane. There are a full 20 layers of security, each vulnerable by itself but combined providing the highest level of security in the history of this nation.


Myth:

"CNN was told staffing in Dallas, Texas for instance is down 44 percent from its high, while Seattle, Washington, has 40 percent fewer agents. Las Vegas, Nevada, which had as many as 245 air marshals, this past February had only 47."


Buster:

Staffing in specific offices like Dallas, Seattle and Las Vegas has changed over the six years of the program BUT these air marshals have been shifted to other offices, not eliminated and not replaced.


Christopher