Understaffed US Airways means more business for Delta

Date: 15 March 2012
Airline: US Airways
Location: Jackson, MS
Flight: 2526

Online materials printed after online check-in were not considered valid boarding passes by TSA.  TSA then refused passage to the gate after a 15 minute wait in line at Jackson - Evers International Airport, Jackson, MS.

I presented myself to kiosk at ticket counter but kiosk was locked out at 30 minutes prior to flight. With 25 minutes left until flight, ALL TICKET AGENTS went to the gate. NONE of the agents would return to the ticket counter until AFTER the flight had left, even though there was still 25 minutes left before the flight. There were NO ticket agents available. ALL COMPETING AIRLINE TICKET COUNTERS HAD MORE THAN 3 TICKETING AGENTS AVAILABLE. There was no way to check for following flight since the flight scheduled was at 0551 (AM) and the customer service center was not open.

I bought a ticket on Delta. When the station manager returned with the ticketing agents to the US Airways counter, I was told, "that's our policy, call customer service." This business model is absolutely anti-customer service. The station manager only employs enough personnel to handle either the gate or the ticketing counter but not both. Any problems within 30 minutes of flight means that the customer cannot resolve that problem in time to make that flight.  Luckily I was able to rely on Delta for my urgent business needs.

Claim of unprofessional TSA conduct in Atlanta

Date: 2 June 2012
Airline: AirTran, flight 31
Location: Atlanta, GA

I was detained by two TSA black females to a private room. The females were very disrespectful to me as a senior citizen. I was treated like a common criminal because I was layered. I am anemic and I do layer myself to keep from getting extremely cold as advised by my doctors. I can understand them doing their jobs but where is professionalism, respect, and dignity for people especially for seniors as myself? You may have not trained them to be professional and respectful but this should have been taught somewhere in their lives.

The young lady at the computer made a remark; "Y'all should know how to dress yourselves when you come here." This statement was made very disrespectfully to me. The other female did the searching and she continuously stared at me; looking me up & down after the completion of the search. I tried to remain quiet and professional and waiting for them to release me to get on the train to my boarding gate. For 2-3 minutes of silence and stares from the female attendants; I was finally released.

Even after I was found not a threat I should have been immediately released and not just stared yet for that period of time. The one that searched me remarked very sarcastically "have a good day". This was the first time I traveled this airline and will be the last time. As mentioned earlier, I don't mind the employees doing their jobs but with professionalism and respect.

I spoke with my lawyer and was informed that if I didn't receive a response from someone that he will be making the contacts himself. No one apologized to me at all. I have been having sleepless nights since this has happened. I am a heart patient w/high blood pressure. I am very stressed out over this situation.

-Delores

Holiday Airline Travel Advice on Security and Baggage

With the holidays comes the joys and the headaches of holiday travel, especially if it involves going to the airport. If you follow AirSafe.com's advice, you could avoid most of the mistakes that passengers make when it comes to packing and air travel.

Advice for infrequent flyers
If you have never flown before or if you have not flown in a long time, you should review the AirSafe.com's Advice for the Infrequent Flyer, which covers some of the basic things you need to know, and also has links to more extensive information about security and baggage issues.

Baggage Advice
The following links will provide you detailed information on a range of baggage related subjects of interest to travelers during the holidays or at any other time of the year:
What the TSA allows in checked and carry-on baggage
Carry-on baggage tips
Top 10 baggage tips
Baggage claim advice
Lost and damaged baggage claims
Duty-free items
Traveling with your laptop
Overhead baggage risks

Security Advice
Top 10 Security Tips
Acceptable identification
Restricted and prohibited items

Other advice
Fear of flying
Traveling with children and infants
Top 10 tips for children traveling alone
How to fly with your pets

Question of the day - Can I take peanut butter in my carry on?

Sometimes at AirSafe.com, we get interesting questions about what the TSA allows in carry on baggage. Marie wrote in about whether she could carry an unusual combination, containers of peanut butter and tuna in the cabin in her carry on bag.

While I normally have a checked bag with “peanut butter in a jar” and “canned tuna”, on my upcoming trip to Jamaica, I am going overnight and plan to take a carry on. Can I take the “peanut butter in a jar” and “canned tuna” in my overnight carry-on luggage? These are the items my mom likes when I visit. Your response will be most appreciated. Thanks in advance

Marie,

Thank you for taking the time to contact me. I'm not sure about the rules on peanut butter, but it will likely be considered a liquid or gel, and not be allowed in the passenger cabin if the container is larger than 100 ml (3.4 oz). I'm assuming that your peanut butter container will be larger than this, so prepare to put it in checked baggage or to pack it in several smaller containers.

The can of tuna should not be a problem, but here is where there may be a gray area. Canned goods are not on TSA's list of prohibited items, but if the tuna can is greater than 3.4 oz capacity, and a TSA agent believes it contains a liquid, paste, or gel, then it is possible that the can will be confiscated.

I know it seems a bit odd that a TSA screener would think this way, but they do have wide latitude when it comes to allowing something through. My suggestion is to make sure that the label is on the tuna can.

I do hope that this is helpful. You may want to review tsa.airsafe.org, which has an overview of what is allowed and not allowed on an aircraft.

Flashback: Security Screening Before TSA
Before 9/11, airport screening was largely done by private contractors, and although baggage was not as thoroughly screened as they are now, carry on bags were typically x-rayed. After a visit with my parents, my mother sent me off with a bundle of her famous homemade enchiladas, which she froze and wrapped in aluminum foil.

Going though security, the security staff clearly saw a large, opaque, and roughly rectangular object in my bag, and they had a look of concern on their faces. Were this to happen today, I'd likely be hustled off to the side for some extra scrutiny. However, it was a different time and place (the place being Texas) and all I had to do was explain that it was my mother's frozen enchiladas, and their frowns turned to smiles as they waved me through.

Enchiladas photo: Will Merydith

When the TSA and the airlines don't work together, passengers suffer

While safety is a priority, it seems that TSA and the airlines should be able to figure out ways to get people to their aircraft in a timely manner, especially when passengers show up well in advance of their flight.

Airline: Delta Airlines Flight DL6093
Date: 3 January 2010
Location: Norfolk, VA (ORF)


I arrived at Norfolk airport(ORF) at 5:00am for my 6:15 flight to Orlando via Cincinnati this morning. I electronically checked in at a kiosk, received my boarding pass and proceeded to wait in line at security for over an hour. Only 2 of the available metal detectors were in operation. When I heard an overhead announcement for the last call for boarding of my flight, I showed my boarding pass to a security guard and asked if there was anything that could be done. I was told no, and that everyone else in line was in the same position as I was. I also was required to wait for a "female assist with no alarm", a new security precaution to me.

I was not the only passenger sprinting for a gate. I and several other passengers approached the ticket counter and were told by the representative at the gate (in an unspeakably nasty manner)"Too bad, it will be a long wait until we can get those of you who missed your flights".

While I was waiting on hold for a Delta customer service representative, I witnessed approximately 40 other passengers on the next two flights leaving from the same gate (one to JFK and the next to Detroit) who missed their flights because they were also held up by security. I overheard the same representative say to her co-worker at the boarding gate about the Detroit flight, "The rest of the passengers are still in security, go ahead and close the doors."

Here are the problems I see and, what seems to me, some simple solutions.

1) Better Staffing: I imagine that ORF knew in advance which flights were scheduled for departure this morning and which seats were booked. Adequate planning of an appropriate number of security personnel for the expected number of travellers could have alleviated some delay. Temporary usage of more than 2 metal detectors for an apparently heavy travel time would also have remedied the situation for myself and many of the other Delta passengers.

2) Customer service at the departure gate: I and many of my fellow travellers left stranded in Norfolk this morning were spoken to in a stunningly disrespectful way. A small effort could have been made for those of us who were already checked in to our flights to get us on board. This second problem seems to me the most important issue. A different way of conveying the same information at the departure gate would have greatly changed my experience this morning. As it was, I am left with a very sour taste both for Delta airlines and Norfolk ORF.

I am sensitive of the needs to cut costs by the airlines in these difficult economic times. However one of the results is overworked and disgruntled employees. In the future, I believe I will save myself the $400 plane ticket and $20 checked baggage fee and travel by automoblie.

AirSafe.com Responds
This passenger has a good grip of what is needed. The TSA and the airline have to be sensible about matching security staff with traffic demand.

Photo: mcandrea

Laptop and Other Items Stolen During an International Flight

This complaint was sent in by A.C. in early October 2009, about a baggage security issue on an international flight:

I traveled from Boston to Bangalore by Lufthansa flight Flight LH 0421 (Boston-Frankfurt) and Flight LH 0754 (Frankfurt - Bangalore). I checked my baggage in Boston on October 7th 2009 and collected it in Bangalore international airport upon arrival. My baggage has been opened and items from my baggage were pilfered and stolen.

Now it seems no one wants to accept responsibility for this theft. Since everyone claims to not be liable it is apparently acceptable if employees help themselves since no one has to be held accountable. How is that right? Someone needs to make restitution for these items.

I'll never feel safe leaving my luggage in the hands of airlines again. They should be held responsible to refund full face value of any items stolen. This person had enough time to go through and decide what he needs and only took the right things. So much for airline security!!! It seems to be a free for all at travelers expense.
One would think an airport has thousands of security cameras in it, someone should be able to determine what happened. Who has access to these cameras? So if they can take items undetected from luggage that means they can also place items in. So how is that secure? Your bags could be transporting who knows what from point A to point B and you would never know.

AirSafe.com Responds
This passenger brought up two general issues, flight security and airline responsibility for lost and stolen items, implies two other issues, the role of the airport and the passenger's role in protecting a passenger's property.

Flight Security
While the passenger's baggage was opened at some point of the trip, it was not clear that it happened at the departure airport, the transfer airport, or the destination airport. We suggest contacting the TSA Claims Management Branch, and following their procedure. You can also contact the TSA at 866-289-9673 or TSA-ContactCenter@dhs.gov to report specific violations and concerns about security.

AirSafe.com has no equivalent contact information for Germany (Frankfurt) or India Bangalore).

Airline and Airport Responsibility
Because the thefts may be by airline or airport staff or their contractors, you should contact the airlines you used, and representatives of the airports where your baggage traveled, and file the appropriate reports. For information on what compensation you can get for baggage issues on international flights, visit AirSafe.com's main baggage page.

Passenger Responsibility
This passenger's experience is very similar to the FlightsGoneBad.com article about the airline losing a bag with keys inside. AirSafe.com's response is virtually the same. If you fly often enough with checked bags, eventually you will have one lost, delayed, or stolen, so prepare for that possibility when you pack. AirSafe.com recommends that some things should never go in checked luggage, and should always stay with you in a carry-on bag. The kinds of things you should not put in checked bags include medicine, computers, electronic files, legal documents; credit cards, checks, or other financial documents; cash, jewelry, keys, and items of great sentimental value.

In many cases, airlines may not provide compensation for some types of valuables. Cash and jewelry are two examples. Also, it is very unlikely that a passenger would get compensation for the value of any lost data on the laptop.

Additional Advice
Baggage Basics for Checked and Carry-on Items
Carry-on Baggage Advice
Top 10 Baggage Tips
Top Ten Tips for Dealing with Security

Passenger Claims to Be a Victim of TSA Civil Rights Violation

This complaint was sent in by J.R. about an incident that allegedly took place at the Albany, NY airport on 10 October 2009:

First off. I arrived at the airport in Albany, New York. I went threw the security check point and was singled out because I am gay. Then when I asked nicely for the mans name and badge number he laughed and gave me nothing. I asked again for his name and badge number. He never gave it and ordered me to step threw the air sensor to check me for explosive residue. I asked to speak to his manager, boss, or who was in charge of him. Still nothing was given except his first name. As an employee of the federal system of TSA he is by LAW REQUIRED TO TELL ANY PERSON HIS NAME AND BADGE NUMBER WHEN ASKED BY ANYONE!!!! I was not given said information and I am really upset with the actions they took and the information they did not divulge the requested information.

AirSafe.com Responds
While no one at AirSafe.com has any legal expertise in this area and won't address whether TSA employees are required to provide their name and badge number. However, discrimination on the basis of sexual orientation is clearly not tolerated by the TSA. According to the TSA web site, If you believe that you have been discriminated against by a Transportation Security Administration employee on the basis of race, color, national origin, sex, religion, age, disability, or sexual orientation, you may submit in writing an explanation of the complaint, including: the name of the airport, your flight information, the date and time of the incident, and if possible the name of the employee to:

Transportation Security Administration
Director, Office of Civil Rights
601 South 12th Street - West Tower, TSA-6
Arlington, Virginia 20598
Attn: External Programs Division

If you need additional information, you may contact the Office of Civil Rights toll-free at 1-877-EEO-4TSA (4872). If you leave your name, number and the best time to call you back, someone will return your call.

In addition, AirSafe.com recommends that you document as best as possible the circumstances of your incident. Visit the AirSafe.com complaint page for further suggestions.

TSA Violates Own Policy by Separating a Mother and Child

A recent article from the MyBottlesUp.com blog discusses an October 15, 2009 incident where the TSA violated its own policies and separated a mother and child during the screening process. The TSA's web site claims that they "will not ask you to do anything that will separate you from your child or children.", but in in the case of one woman at Atlanta's Hartsfield Airport, that was clearly not the case.

According to the article, after metal in the child's metal pacifier clip set off the metal detectors, mother and child had to wait further screening by the TSA. During that process, one of the agents took the child away from the mother.

For the full story, please read the full article. If you ever have this kind of problem with the TSA, you should do three things:

1. Get through the situation as best as possible with your dignity and sanity intact. If you can, contact a supervisor to help you resolve the issue.

2. Take the time to document the event as well as possible, including the names of the TSA agents involved, a description of what screening area you were in (many airports have more than one), and the time and date it occurred.

3. File a formal complaint with the TSA. There is no clear complaint process for this kind of situation, but you could try filing a discrimination related complaint, or TSA's generic online complaint form. In any case, make sure you keep a copy of anything you submit.

Recommended Resources:
Child Safety in the Air
Top 10 Tips for Traveling with Children

Your Comments Wanted
Do you have any suggestions for parents, or for the TSA? How about sharing your opinion about the TSA's policies? Feel free to leave your comments.

UPDATE: 9 November 2009
Our thanks go out to Ksenia Coffman who pointed out that the TSA has discussed this same incident in their blog. If you go to the TSA blog for 16 October 2009, you will find an variety of information, including multiple video recordings of the event. We invite you to review both blog posts, and to come to your own conclusions as to what happened in Atlanta.

No matter how this matter is finally resolved, the points mentioned earlier in this article are still valid. If you experience what you think is unfair or unlawful treatment at the hands of the TSA, take the time to carefully document what happened and to take appropriate steps afterwards, from filing formal complaints, to taking legal actions, to publicizing your experience. As this event shows, anything that is in the vicinity of a TSA screening area may be recorded and may become public later.