My Story in the WSJ
May 14, 2002, 11:02 am
#1
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My Story in the WSJ
I know there is some discussion as to whether or not we can post complete articles on FlyerTalk. Since this article is about me and my security experiences, I am taking the position that I have the right to post it.
Incidentally, I must congratulate Jane on fairly and accurately reporting the events as they occurred.
Inconsistency Is the Only Constant At Airport-Security Checkpoints
By JANE COSTELLO
THE WALL STREET JOURNAL ONLINE
Della Maricich wasn't allowed to board her United Airlines flight to Seattle
because she insisted that airport-security screeners follow the rules.
As the owner of a Seattle-based trade-show exhibit company, Ms. Maricich has
logged more than 100 flights over the past six months, and has become well
versed on the rules involving air-security procedures. But Ms. Maricich was
nearly grounded earlier this month at Portland International Airport when she
demanded that her purse be kept in sight while screeners searched her bag, a
request that is in accordance with Transportation Security Administration
guidelines. When the agent at the entrance to the United gate area placed her
purse on the ground behind the security belt, Ms. Maricich asked to have it
searched in front of her. The agent refused, and Ms. Maricich asked to speak
to a supervisor. Soon after, a National Guardsman approached her and asked her
to follow him back to the terminal.
"He told me that because I had disrupted the line by calling for a supervisor,
I would not be allowed to fly out of PDX that day," Ms. Maricich said. "He
told me that I was a troublemaker and I was the only one who had ever
complained." Eventually, her purse was searched and passed a final
gunpowder-residue check.
Ms. Maricich isn't alone in expressing her frustration with an
airport-security system where the rules aren't always enforced in a uniform
manner. Veteran frequent fliers say that inconsistency at security checkpoints
is one of the only constants they can count on.
"You never know what to expect, one week it's one way, the next week it's
another," says Mike Aver, a technology executive from Redwood City, Calif.,
whose wife recently had a plastic knife from a previous United flight
confiscated at the checkpoint. "I've seen managers get into arguments about
what's allowed and what isn't."
Passengers will have to learn to go with the flow for several more months, as
the government continues its drive to hire, train and deploy federal screeners
one airport at a time. At the moment, security checkpoints are still staffed
by the companies that provided the service for the airlines prior to Sept. 11.
Although TSA managers oversee the process, employees of the security firms
haven't been trained in a uniform matter, and the government isn't able to
homogenize the process to insure consistency.
"We have a hybrid system in place right now," said TSA spokeswoman, Rebecca
Trexler, referring to the fact that the agency now is subcontracting with
private security firms to provide screening services until the government is
able to assume full responsibilities in November. "We expect our screeners to
be professional; they're being trained in customer service and customer
relations."
Unfortunately, the TSA supervisor on duty at Portland wasn't sympathetic to
Ms. Maricich's plight. But that didn't stop her from trying her luck at a
different checkpoint. An experienced business traveler, Ms. Maricich quickly
headed over to United's counter to exchange her e-ticket for a paper ticket.
She then proceeded to the Alaska Airlines gate area, where she passed through
security with no problem, exchanged her ticket and caught a flight back to
Seattle.
"The crux of the problem is that the people in Portland believed that they had
the authority to remove passengers belongings from their sight," she says. "I
was penalized for being right and for not doing what I was told."
Everett Smith, the TSA supervisor at the checkpoint in question, says he is
aware of the incident, but referred all questions to TSA headquarters in
Washington.
Ms. Trexler refused to comment on the allegations, but said that it is
"perfectly appropriate" for a passenger to both call for a manager and to
request to have a purse remain in full view. The TSA does have final authority
over the decision to allow a passenger to proceed to the gate area. The
National Guard is expected to step in the event of a security breach at the
airport.
Expecting the Unexpected
To be sure, most frequent fliers aren't denied boarding on a routine basis;
the majority of passengers pass through security checkpoints without incident.
But business travelers who tackle the terminals on a regular basis say that
knowledge and enforcement of federal rules can vary widely from airport to
airport, leaving passengers at the mercy of whoever is in charge at the
moment.
Even when passengers think they know the drill, there's always something new
to experience. Some screener's requests leave passengers shaking their heads.
"Every week, it's something new, different and stupid," says Fred Parker, a
computer consultant from Upland, Calif., who flies at least twice a week
through several different airports. "Right now, it doesn't make any sense to
me the way they try and direct people to an agent with a long line while other
agents have no one to handle."
Those who may have grown complacent with security procedures also may find
themselves surprised: sometimes there's a new twist on an old theme.
"Most all airports have now adopted the policy of making you remove your
computer and put it through x-ray," says David Balcon, a business traveler
from Toronto. But on a recent flight, Mr. Balcon and others carrying a laptop
were asked to remove the battery.
"No one could explain that one," he says. "Last time I had to remove batteries
from anything was when I was traveling domestically through India 10 years
ago."
Experts point out that while predictability is a hallmark of bad security,
inconsistent enforcement of rules and regulations is a reflection of bad
management.
"The federal government could have put in consistent rules by 30 days
following 9/11 and they didn't," says Mike Boyd, an aviation-industry
consultant in Evergreen, Colo. "It's different everywhere now, but that's not
by design. Why should little old ladies be searched in one spot but not
another, while a gun slips through in New Orleans?"
State-of-the-Art Security
Passengers looking to catch a glimpse of things to come can check-out the TSA
prototype checkpoint at Baltimore/Washington International airport, which is
staffed by the first graduates of the TSA training course. In addition to
uniformly trained personnel, enhancements include glass partitions that allow
passengers to see items as they're being searched and security cameras to
monitor checkpoint activity in real time.
"In the future, if passengers have disputes, we'll be able to see what
actually happened," says the TSA's Ms. Trexler.
But officials won't be able to hear what's being said, which poses a problem
for those looking for quick and easy resolution. Industry officials point to
the fact that most disputes involve an exchange of words, and that pictures
often don't tell the whole story.
"Ideally, you need to record the voice as well -- it's what's being said that
matters," says United Airlines spokesman, Joe Hopkins. "If someone is mouthing
off, it's hard to prove anything by looking at a tape."
Officials advise passengers who find themselves at the center of a dispute at
the checkpoint to ask for a manager and to try to diffuse the situation on the
spot, if possible.
"It's best to take care of it here and now," says Ms. Trexler of the TSA.
"Afterwards, it becomes hearsay, and it's much more difficult to sort out."
Unfortunately, Ms. Maricich didn't have the time to argue with officials, and
chose not to take on the National Guard when the business owner was escorted
away from the gate area. She has spent the past week contacting officials at
the TSA, United and Huntleigh, the company that provides the screeners at the
Portland airport.
"I decided I wouldn't win an argument with a guy with a gun; that's one of
those things you learn in your old age," she says.
Write to Jane Costello at [email protected]
Incidentally, I must congratulate Jane on fairly and accurately reporting the events as they occurred.
Inconsistency Is the Only Constant At Airport-Security Checkpoints
By JANE COSTELLO
THE WALL STREET JOURNAL ONLINE
Della Maricich wasn't allowed to board her United Airlines flight to Seattle
because she insisted that airport-security screeners follow the rules.
As the owner of a Seattle-based trade-show exhibit company, Ms. Maricich has
logged more than 100 flights over the past six months, and has become well
versed on the rules involving air-security procedures. But Ms. Maricich was
nearly grounded earlier this month at Portland International Airport when she
demanded that her purse be kept in sight while screeners searched her bag, a
request that is in accordance with Transportation Security Administration
guidelines. When the agent at the entrance to the United gate area placed her
purse on the ground behind the security belt, Ms. Maricich asked to have it
searched in front of her. The agent refused, and Ms. Maricich asked to speak
to a supervisor. Soon after, a National Guardsman approached her and asked her
to follow him back to the terminal.
"He told me that because I had disrupted the line by calling for a supervisor,
I would not be allowed to fly out of PDX that day," Ms. Maricich said. "He
told me that I was a troublemaker and I was the only one who had ever
complained." Eventually, her purse was searched and passed a final
gunpowder-residue check.
Ms. Maricich isn't alone in expressing her frustration with an
airport-security system where the rules aren't always enforced in a uniform
manner. Veteran frequent fliers say that inconsistency at security checkpoints
is one of the only constants they can count on.
"You never know what to expect, one week it's one way, the next week it's
another," says Mike Aver, a technology executive from Redwood City, Calif.,
whose wife recently had a plastic knife from a previous United flight
confiscated at the checkpoint. "I've seen managers get into arguments about
what's allowed and what isn't."
Passengers will have to learn to go with the flow for several more months, as
the government continues its drive to hire, train and deploy federal screeners
one airport at a time. At the moment, security checkpoints are still staffed
by the companies that provided the service for the airlines prior to Sept. 11.
Although TSA managers oversee the process, employees of the security firms
haven't been trained in a uniform matter, and the government isn't able to
homogenize the process to insure consistency.
"We have a hybrid system in place right now," said TSA spokeswoman, Rebecca
Trexler, referring to the fact that the agency now is subcontracting with
private security firms to provide screening services until the government is
able to assume full responsibilities in November. "We expect our screeners to
be professional; they're being trained in customer service and customer
relations."
Unfortunately, the TSA supervisor on duty at Portland wasn't sympathetic to
Ms. Maricich's plight. But that didn't stop her from trying her luck at a
different checkpoint. An experienced business traveler, Ms. Maricich quickly
headed over to United's counter to exchange her e-ticket for a paper ticket.
She then proceeded to the Alaska Airlines gate area, where she passed through
security with no problem, exchanged her ticket and caught a flight back to
Seattle.
"The crux of the problem is that the people in Portland believed that they had
the authority to remove passengers belongings from their sight," she says. "I
was penalized for being right and for not doing what I was told."
Everett Smith, the TSA supervisor at the checkpoint in question, says he is
aware of the incident, but referred all questions to TSA headquarters in
Washington.
Ms. Trexler refused to comment on the allegations, but said that it is
"perfectly appropriate" for a passenger to both call for a manager and to
request to have a purse remain in full view. The TSA does have final authority
over the decision to allow a passenger to proceed to the gate area. The
National Guard is expected to step in the event of a security breach at the
airport.
Expecting the Unexpected
To be sure, most frequent fliers aren't denied boarding on a routine basis;
the majority of passengers pass through security checkpoints without incident.
But business travelers who tackle the terminals on a regular basis say that
knowledge and enforcement of federal rules can vary widely from airport to
airport, leaving passengers at the mercy of whoever is in charge at the
moment.
Even when passengers think they know the drill, there's always something new
to experience. Some screener's requests leave passengers shaking their heads.
"Every week, it's something new, different and stupid," says Fred Parker, a
computer consultant from Upland, Calif., who flies at least twice a week
through several different airports. "Right now, it doesn't make any sense to
me the way they try and direct people to an agent with a long line while other
agents have no one to handle."
Those who may have grown complacent with security procedures also may find
themselves surprised: sometimes there's a new twist on an old theme.
"Most all airports have now adopted the policy of making you remove your
computer and put it through x-ray," says David Balcon, a business traveler
from Toronto. But on a recent flight, Mr. Balcon and others carrying a laptop
were asked to remove the battery.
"No one could explain that one," he says. "Last time I had to remove batteries
from anything was when I was traveling domestically through India 10 years
ago."
Experts point out that while predictability is a hallmark of bad security,
inconsistent enforcement of rules and regulations is a reflection of bad
management.
"The federal government could have put in consistent rules by 30 days
following 9/11 and they didn't," says Mike Boyd, an aviation-industry
consultant in Evergreen, Colo. "It's different everywhere now, but that's not
by design. Why should little old ladies be searched in one spot but not
another, while a gun slips through in New Orleans?"
State-of-the-Art Security
Passengers looking to catch a glimpse of things to come can check-out the TSA
prototype checkpoint at Baltimore/Washington International airport, which is
staffed by the first graduates of the TSA training course. In addition to
uniformly trained personnel, enhancements include glass partitions that allow
passengers to see items as they're being searched and security cameras to
monitor checkpoint activity in real time.
"In the future, if passengers have disputes, we'll be able to see what
actually happened," says the TSA's Ms. Trexler.
But officials won't be able to hear what's being said, which poses a problem
for those looking for quick and easy resolution. Industry officials point to
the fact that most disputes involve an exchange of words, and that pictures
often don't tell the whole story.
"Ideally, you need to record the voice as well -- it's what's being said that
matters," says United Airlines spokesman, Joe Hopkins. "If someone is mouthing
off, it's hard to prove anything by looking at a tape."
Officials advise passengers who find themselves at the center of a dispute at
the checkpoint to ask for a manager and to try to diffuse the situation on the
spot, if possible.
"It's best to take care of it here and now," says Ms. Trexler of the TSA.
"Afterwards, it becomes hearsay, and it's much more difficult to sort out."
Unfortunately, Ms. Maricich didn't have the time to argue with officials, and
chose not to take on the National Guard when the business owner was escorted
away from the gate area. She has spent the past week contacting officials at
the TSA, United and Huntleigh, the company that provides the screeners at the
Portland airport.
"I decided I wouldn't win an argument with a guy with a gun; that's one of
those things you learn in your old age," she says.
Write to Jane Costello at [email protected]
May 14, 2002, 11:45 am
#3
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Interesting article, Punki. I followed the thread closely at UA, but as that forum is down right now, I can't get in to re-read certain details.
I seem to remember that this was only one of several times that you have had a bad experience with security at PDX since September 11 and that you had already registered a complaint at least once before. I am curious as to why Jane Costello chose not to discuss those previous experiences as background and illustrate what seems to be a real problem at this airport? Did she discuss this with you?
Anyway, please keep us posted on any further developments.
I seem to remember that this was only one of several times that you have had a bad experience with security at PDX since September 11 and that you had already registered a complaint at least once before. I am curious as to why Jane Costello chose not to discuss those previous experiences as background and illustrate what seems to be a real problem at this airport? Did she discuss this with you?
Anyway, please keep us posted on any further developments.
May 14, 2002, 11:58 am
#4
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Join Date: May 1999
Posts: 46,817
I just did get into the original thread alluded to in the UA forum:
"Forbidden to Fly for Objecting to Security Taking my Purse from my Possession"
http://www.flyertalk.com/forum/Forum50/HTML/011955.html
Hope this helps!
[This message has been edited by doc (edited 05-14-2002).]
"Forbidden to Fly for Objecting to Security Taking my Purse from my Possession"
http://www.flyertalk.com/forum/Forum50/HTML/011955.html
Hope this helps!
[This message has been edited by doc (edited 05-14-2002).]
May 14, 2002, 12:08 pm
#5
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Join Date: May 1998
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Posts: 19,523
Shouldn't this sentence:
...have read:
Weren't you doing exactly what you were told? That is, to try to keep your bag in view?
Did you ever not do anything they told you to do at the airport? From what I've read, you were ejected simply for asking for a Supervisor. You never disobayed any direct instruction from Security or the NG, did you?
<font face="Verdana, Arial, Helvetica, sans-serif" size="2">"The crux of the problem is that the people in Portland believed that they had the authority to remove passengers belongings from their sight," she says. "I was penalized for being right and for not doing what I was told."</font>
<font face="Verdana, Arial, Helvetica, sans-serif" size="2">"The crux of the problem is that the people in Portland believed that they had the authority to remove passengers belongings from their sight," she says. "I was penalized for being right and for doing what I was told."</font>
Did you ever not do anything they told you to do at the airport? From what I've read, you were ejected simply for asking for a Supervisor. You never disobayed any direct instruction from Security or the NG, did you?
May 14, 2002, 12:47 pm
#6
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Join Date: Sep 2000
Posts: 37,486
<font face="Verdana, Arial, Helvetica, sans-serif" size="2">Originally posted by doc:
I just did get into the original thread alluded to in the UA forum:
"Forbidden to Fly for Objecting to Security Taking my Purse from my Possession"
http://www.flyertalk.com/forum/Forum...ML/004198.html
Hope this helps!</font>
I just did get into the original thread alluded to in the UA forum:
"Forbidden to Fly for Objecting to Security Taking my Purse from my Possession"
http://www.flyertalk.com/forum/Forum...ML/004198.html
Hope this helps!
</font>
Thanks for trying anyways
Scott
[This message has been edited by ScottC (edited 05-14-2002).]
May 14, 2002, 1:47 pm
#8
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Punki, what is your next course of action with this matter?
Personally, I'd like to see the TSA become disenfranchised.
------------------
"Give me Liberty or give me Death." - Patrick Henry
Personally, I'd like to see the TSA become disenfranchised.
------------------
"Give me Liberty or give me Death." - Patrick Henry
May 14, 2002, 3:01 pm
#10
Join Date: Jul 2000
Location: Sacramento, California, USA
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<font face="Verdana, Arial, Helvetica, sans-serif" size="2">Originally posted by whlinder:
Was this in the print edition? I must have missed it there. </font>
Was this in the print edition? I must have missed it there. </font>
[This message has been edited by El Cochinito (edited 05-14-2002).]
May 14, 2002, 4:22 pm
#11
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"Personal Journal" section, page D5, in the edition I have.
Congrats Punki, et al.
Congrats Punki, et al.
May 14, 2002, 6:18 pm
#13
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Great result. A loaded M-16 assault rifle is no match for a riled up Punki.
Matter of curiousity, did Jane Costello phone you direct and fparker and shareholder etc for this article, or was it pieced together by her from the long thread?
And that fact this piece was published nationally you can BET there are memos circulating from WAY on high down to those specific goons at the coalface telling them this behaviour better NOT happen again and put the Department in a simlar spotlight.
------------------
~ Glen ~
Matter of curiousity, did Jane Costello phone you direct and fparker and shareholder etc for this article, or was it pieced together by her from the long thread?
And that fact this piece was published nationally you can BET there are memos circulating from WAY on high down to those specific goons at the coalface telling them this behaviour better NOT happen again and put the Department in a simlar spotlight.
------------------
~ Glen ~