cheapie
06-20-2006, 11:10 AM
I flew through Las Vegas last week and was told by the TSA agent that I HAD to take off my shoes to go through security. they are low pumas and i knew that first, you don't HAVE to remove your shoes. second, i knew there's no way they met the profile of shoes requiring secondary screening. so i told her no thanks, i'll leave them on. so she send me to secondary screening. got through that without any problem and filled out a fairly tersely-worded comment card.
to my surprise i received the following email today from the TSA Customer Support & Quality Improvement Manager
Dear Cheapie:
I received your comments regarding the TSA’s Standard Operating Procedures for shoe removal. First, Standard Operating Procedures are considered Sensitive Security Information which is controlled under 49 CFR 1520. No part of its contents may be released to persons without a need to know.
However, here’s what I can share with you. First, the Transportation Security Officers are only permitted to recommend shoe removal. They may say you will have to undergo secondary screening if you do not remove the shoes in question to give you the opportunity to decide whether you wish to remove them or not. There is much criteria that could cause secondary screening to be a necessity due to the shoes, whether they alarm or not, which includes but is not limited to heel height.
Having stated that, the “front loaders” are not employed by the TSA. They work for independent companies contracted by either the air carriers or the Department of Aviation. These folks are often overheard asking the passengers to remove their shoes, their jewelry, etc. The local TSA has provided them with a training CD and attempted to correct this misinformation whenever possible. Unfortunately, because these are not our employees, there is not much more we can do except to attempt to educate them as best we can. For example, in this instance, I will share your comments with the Manager of Prospect Airport Services, Inc. because the front loaders at the D Checkpoint are employed by them.
Nonetheless, we do apologize for the inconvenience and will continue to strive to do better in the future. Thank you for taking the time to share your comments with us. We do take these comments very seriously.
Kindest regards,
Nice Lady
very nice. i sent the following reply to her.
Dear Nice Lady,
First, thank you for your nice, and quite frankly, unexpected response.
Second, while I'm obviously not privy to the TSA SOP, your website does state the following:
You are NOT REQUIRED to remove your shoes before you enter the walk-through metal detector. However, TSA screeners may encourage you to remove them before entering the metal detector as many types of footwear will require additional screening even if the metal detector DOES NOT alarm.
Footwear that screeners will encourage you to remove because they are likely to require additional screening:
* Boots
* Platform shoes (including platform flip-flops)
* Footwear with a thick sole or heel (including athletic shoes)
* Footwear containing metal (including many dress shoes)
http://www.tsa.gov/public/interapp/editorial/editorial_1049.xml
The main reason I sent the card in is that I've travelled through LAS four times in a little over a year and every time I've been hassled about my shoes. When I fly out of LAS in January the lady just past the metal detector told me that I HAVE to remove my shoes to go through security. I told her that it was not required. She stated it even more emphatically again. I corrected her again and pointed out that her rules stated exactly what I was saying. She then said, "Don't tell me how to do my job," and then moved me over to secondary screening.
The shoes in question have a low heel in the back and are never a problem anywhere else. I fly 2-3 times every month and rarely encounter this problem.
While I know you must get a lot of complaint letter like mine, please don't assume I'm just a grumpy traveller whining about being inconvenienced. I rarely, if ever complain about food, airlines, hotels, etc. I just wish the LAS TSA agents were better informed as to what the actual rules are.
Thanks again for your response and consideration!
Regards,
Cheapie
to my surprise i received the following email today from the TSA Customer Support & Quality Improvement Manager
Dear Cheapie:
I received your comments regarding the TSA’s Standard Operating Procedures for shoe removal. First, Standard Operating Procedures are considered Sensitive Security Information which is controlled under 49 CFR 1520. No part of its contents may be released to persons without a need to know.
However, here’s what I can share with you. First, the Transportation Security Officers are only permitted to recommend shoe removal. They may say you will have to undergo secondary screening if you do not remove the shoes in question to give you the opportunity to decide whether you wish to remove them or not. There is much criteria that could cause secondary screening to be a necessity due to the shoes, whether they alarm or not, which includes but is not limited to heel height.
Having stated that, the “front loaders” are not employed by the TSA. They work for independent companies contracted by either the air carriers or the Department of Aviation. These folks are often overheard asking the passengers to remove their shoes, their jewelry, etc. The local TSA has provided them with a training CD and attempted to correct this misinformation whenever possible. Unfortunately, because these are not our employees, there is not much more we can do except to attempt to educate them as best we can. For example, in this instance, I will share your comments with the Manager of Prospect Airport Services, Inc. because the front loaders at the D Checkpoint are employed by them.
Nonetheless, we do apologize for the inconvenience and will continue to strive to do better in the future. Thank you for taking the time to share your comments with us. We do take these comments very seriously.
Kindest regards,
Nice Lady
very nice. i sent the following reply to her.
Dear Nice Lady,
First, thank you for your nice, and quite frankly, unexpected response.
Second, while I'm obviously not privy to the TSA SOP, your website does state the following:
You are NOT REQUIRED to remove your shoes before you enter the walk-through metal detector. However, TSA screeners may encourage you to remove them before entering the metal detector as many types of footwear will require additional screening even if the metal detector DOES NOT alarm.
Footwear that screeners will encourage you to remove because they are likely to require additional screening:
* Boots
* Platform shoes (including platform flip-flops)
* Footwear with a thick sole or heel (including athletic shoes)
* Footwear containing metal (including many dress shoes)
http://www.tsa.gov/public/interapp/editorial/editorial_1049.xml
The main reason I sent the card in is that I've travelled through LAS four times in a little over a year and every time I've been hassled about my shoes. When I fly out of LAS in January the lady just past the metal detector told me that I HAVE to remove my shoes to go through security. I told her that it was not required. She stated it even more emphatically again. I corrected her again and pointed out that her rules stated exactly what I was saying. She then said, "Don't tell me how to do my job," and then moved me over to secondary screening.
The shoes in question have a low heel in the back and are never a problem anywhere else. I fly 2-3 times every month and rarely encounter this problem.
While I know you must get a lot of complaint letter like mine, please don't assume I'm just a grumpy traveller whining about being inconvenienced. I rarely, if ever complain about food, airlines, hotels, etc. I just wish the LAS TSA agents were better informed as to what the actual rules are.
Thanks again for your response and consideration!
Regards,
Cheapie