Tuesday, April 23, 2013

TSA Travel Tips Tuesday – Have You Heard About TSA’s New Passenger Support Specialists?



More than 3,000 TSA officers have volunteered to represent TSA in a new collateral role as a Passenger Support Specialist (PSS).

PSS’s are Transportation Security Officers, Lead TSOs and Supervisors who have volunteered to take on the responsibility of assisting passengers who may need a little help at the checkpoint. They receive additional training involving scenarios such as resolving traveler-related screening concerns and assisting travelers with disabilities and medical conditions.

So here’s the travel tip: If you need assistance, or you’re concerned about your screening, you can request a PSS and they’ll help you with whatever issue it is you might be having. The goal is to have a PSS in the vicinity of the checkpoint to provide assistance and resolve concerns so you can get through the checkpoint and make it to your gate.

Passengers with disabilities who would like to contact TSA ahead of their screening can also contact the TSA Cares Helpline by calling 1-855-787-2227.

TSA Cares is a helpline to assist travelers with disabilities and medical conditions and their families prior to arriving at the airport.  Travelers can ask questions about screening as well as what to expect at the security checkpoint. TSA Cares provides information about screening that is relevant to the traveler’s specific disability or medical condition or the traveler is referred to disability experts at TSA. Travelers may call the TSA Cares toll free number from 8 a.m. to 11 p.m. (Eastern Time) Monday – Friday, and 9 a.m. to 8 p.m. weekends and holidays. 


If you have a travel related issue or question that needs an immediate answer, you can contact us by clicking here.

14 comments:

Laura Monteros said...

Probably unrelated, but I hope Bob can help here. Since the small blade ban has been reinstated, I got to thinking about how to handle items that I must carry that can't be in carryon luggage. I heard someone comment, "Just put it in your checked bag," but since so many people--myself included--try to avoid checking luggage due to exorbitant fees, how can we get from here to there with things such as a bottle of shampoo or hair-cutting scissors?

RB said...

How about all TSA employees treating travelers with respect and dignity instead of with disrespect as so often happens today?

They are all are highly trained TSA screeners, right?

Anonymous said...

The fact that the TSA has to provide "special assistance" says a lot. I suggest the TSA begin by training its workforce properly.

Anonymous said...

You finally have to take the Americans with Disabilities Act seriously, eh? Got put in hot water by people who KNEW the law and complained? We have held you accountable and you will be accountable to US, not the other way around.
You had better make sure that your new Passenger Support Specialists are compliant with TSA policies as displayed on your website and know the definition of a "reasonable accommodation" - otherwise, it will be just the same... sue sue sue!

Anonymous said...

TSA postpones new knife rule!

Instead of allowing small, innocuous knives onto the plane, TSA has yet again decided to change the rules, with very little notice. (Where were you this Bob?)

Yes, with no mention anywhere on this site, at airports, or otherwise; TSA has decided to not allow knives after all.

Why? "The delay is necessary to accommodate feedback from an advisory committee" Which is odd because they sure didn't get feedback before installing the nude scanners!

They sure didn't wait to institute the grope 'em if you got 'em policy.

But here's the really odd part. Knives are harmless. They simply don't pose a danger to the airplane. Who says so? This guy:

It's unlikely in these days of hardened cockpit doors and other preventative measures that the small folding knives could be used by terrorists to take over a plane.

Who said this? John Pistole. Head of the TSA.

RB said...

TSA "choice" @SMF: open sealed baby formula or 1 parents gets grope


"Traveling with my wife and 1-year-old through SMF, after my wife and I were both let through the WTMD and were re-packing our stuff, the female screener who grabbed our tray of formula and baby food off the x-ray had a new speech. She needed to do "tests" that would require opening the factory-sealed sterile pre-made formula bottles (which you are supposed to throw away an hour after opening), *or* one parent would get a patdown."

Bob, is this how highly trained TSA screeners are trained to treat people?

Why are TSA employees incapable of acting like humans?



Anonymous said...

How long before the job of the Passenger Support Specialist devolves to parroting the "Do you want to travel today" mantra?

Anonymous said...

So did the TSA create yet another filter layer for me to have to deal with when some TSO in San Diego or Chicago tries to steal my collapsible cane because it is a "baton" (even though I have to PULL it open)?

Anonymous said...

Why don't ALL your screeners have adequate knowledge of your policies and procedures?

This is like a police force saying they'll have some cops who actually know the law.

Anonymous said...

TSA supervisor caught stealing pills from luggage in Syracuse

Supervisory Transportation Security Officer Jeremy Hemingway was either fired or resigned, according to an internal TSA email obtained by The Post-Standard.

Hemingway confessed to stealing pills from the luggage. He said that while he searched the bag, he noticed a bottle of pills and removed some of them, the report said.

Hemingway told police he slipped the pills into his gloved hand then took the glove off, turning it inside-out with the pills inside. He then put the glove in his pocket.

Lisa Farbstein, a TSA spokeswoman in Washington, D.C., would not clarify whether Hemingway was fired or allowed to quit.

Anonymous said...

How about having all your people support passengers?

Anonymous said...

I have never had any problems with the TSA staff. They have always been professional and patient. It's time to say "THANK YOU" Yes there are times when someone is delayed or may be slightly inconvenienced but rather that than the worst case situation.

@SkyWayManAz said...

Laura Monteros said:

"Probably unrelated, but I hope Bob can help here. Since the small blade ban has been reinstated..."

Is anyone really surprised Bob didn't mention this on the blog? Inconvienent turn of events for him to spin. Unfortunately ignoring this gives license to screeners to continue incorrectly telling us everything else we saw on the website isn't true.

Anonymous said...

Can you tell your boss that flight attendants who are terrified of tiny knives should speak to their employers (the airlines) about their security needs, since TSA was created to combat terrorism, not unruly passengers? As a taxpayer, I do not want my tax dollars spent on things that the airline should take care of itself (e.g., bodyguards for flight attendants and/or revised carry-on policies).