[nagdu] TSA & Security Checkpoints was Your Travel Through Orlando Airport

Tue Jun 23 01:14:11 UTC 2015

Marsha,

When going through security, you may benefit by requesting additional assistance from a TSA Passenger Support Specialist. These officers receive specialized disability training which include how to assist with individuals with special needs, how to communicate with passengers by listening and explaining, and disability etiquette and disability civil rights.

You can ask a TSA checkpoint officer or supervisor for a Passenger Support Specialist. Or better yet, you can request one prior to travel by calling the TSA Cares hotline at 1-855-787-2227. TSA recommends that passengers call approximately 72 hours ahead of travel. The hours of operation for the TSA Cares help line are Monday through Friday 8 a.m. – 11 p.m. Eastern Time and weekends and Holidays 9 a.m. – 8 p.m. Eastern Time. Travelers who are deaf or hard of hearing can use a relay service to contact TSA Cares or can e-mail TSA-ContactCenter at tsa.dhs.gov.

Best,
Ginger
-----Original Message-----
From: nagdu [mailto:nagdu-bounces at nfbnet.org] On Behalf Of Marsha Drenth via nagdu
Sent: Saturday, June 20, 2015 1:33 PM
To: NAGDU Mailing List, the National Association of Guide Dog Users
Cc: Marsha Drenth
Subject: Re: [nagdu] {Disarmed} Your Travel Through Orlando Airport

Marilyn, 
I am very sorry this happened to you and your guide. But I am very happy you reported it, and hopefully the TSA workers will know better next time. 
this post also sparked my memory in my recent experience with my guide going through security in Dallas texas. Going to Texas from Philadelphia went well, with no issues what so ever. On the way home, my husband and father were with me along with my guide dog. My guide was wearing her non metal harness and leash. Neither I or the dog sounded the metal detector. Neither did my father and husband. But the TSA workers insisted on testing our hands for explosives. This also was a very frustrating experience. So I am wondering, is this normal? Is this the policy? I think what is the most frustrating is that none of the airports are the same, they do things all different, there is no consistancy. While all of this was going on, I was asking, why did we need to do this or that? None of my questions were ever answered. In the past, if I have asked questions, a security person has been right there next to me to calm me down. I sort of feel like if you even ask a question, they target you as an issue, are told to shut up, and to just get in line. Even more so, sometimes when going through security, I can't hear what the TSA workers are always saying or understanding them, as I am deafblind. If I don't do something, they see this as non compliance. I use a microphone system that goes right into my hearing aids, but in the past the TSA workers have forced me to take this equipement off. Are there more security measures taken when your returning from the location in which you originally left? Like I said every airport is different. Anyone have information or ideas, it would be appreciated. 
Thanks!

Marsha drenth  
email: marsha.drenth at gmail.com  
Sent with my IPhone  
Please note that this email communication has been sent using my iPhone. As such, I may have used dictation and had made attempts to mitigate errors. Please do not be hesitant to ask for clarification as necessary. 

> On Jun 20, 2015, at 7:47 AM, Marilyn tucci via nagdu <nagdu at nfbnet.org> wrote:
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> Jenine Stanley from GDF put me in touch with the right people. Thank you Jenine.
> I had spent 7 days in Florida two weeks ago and this was the first time I had a problem at the Orlando airport which I have been through many times. In the almost 27 years of flying with guide dogs this is my third problem and second with TSA agents.
> Since many of you will be going through this airport in a few weeks I hope your experience is good now going through security with your guide dogs.
> Marilyn and Anna
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> From: Kretchik, William [mailto:William.Kretchik at tsa.dhs.gov]
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> Sent: Wednesday, June 17, 2015 11:24 AM
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> Subject: Your Travel Through Orlando Airport
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> Dear Ms. Tucci,
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> Ms. Buckland from TSA’s Disability Branch in the Office of Civil Rights and Liberties, Ombudsmen and Traveler Engagement has asked me to contact you.  You recently had a poor experience with your guide dog in the security checkpoint at the Orlando Airport.
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> Our procedures require the passenger and the dog to go through the metal detector.  They will be subject to a pat down inspection and an explosive trace detection test if one or the other alarms.
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> In your case, you had cleared the metal detector.  Your dog caused the alarm.
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> Our rules state that that the dog’s harness is not to be removed.  A combination of visual inspection and pat down of the dog should have been done.  This information can be found on our website: www.TSA.GOV <http://www.TSA.GOV> .
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> The page link is: http://www.tsa.gov/traveler-information/passengers-service-dogs <http://www.tsa.gov/traveler-information/passengers-service-dogs>
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> We were able to use the information you provided to review the CCTV video of the incident.  All four officers who were involved in your screening were identified.  We are forwarding the names of the officers, your message, and the CCTV video references to our management.  They will deal with the officers appropriately.
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> We will also use your incident for a refresher for all of our officers who may have to screen service animals.  There is a major Coalition for the Blind convention coming up early next month here in Orlando.  This will also be a good opportunity for the work force to be reminded of the proper procedures.
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> It appears that your screening process turned out to more complicated than it had to be.  I understand why it was frustrating for you.  We apologize for your experience.
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> Sincerely,
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> William Kretchik
> Program Assistant
> TSA Orlando (MCO) Customer Support Representative
> 407-563-4074
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