Stacey Armato, the mom who was detained by the TSA when she requested that her pumped breast milk be given an "alternate" screening, agreed to an interview with me to answer some questions that might be lingering since the TSA posted its statement on her case.
Q. In any earlier interview you said you hadn't received an apology from the TSA but the TSA claims you accepted an apology from it. Did you receive an apology from the TSA?
A. In March of this year, TSA sent me a statement. It stated that they were responding to my report that on “numerous occasions [I was] urged to put the breast milk through the x-ray machine and [was] subjected to additional screening.” They stated that the “screening workforce [had] been briefed regarding this situation.” The letter also stated that it was their “understanding that…the issue has been resolved” and they “extend [their] sincere apologies to [me] for the discomfort and inconvenience [I] experienced during the screening process.” The letter concluded by stating that TSA “appreciate[d] that [I] took the time to share [my] concerns with [them].” Of course, the complaint that I sent over to TSA on 2/2/10 addressed many important issues this letter did not acknowledge at all including being retaliated against, harassed, humiliated, degraded, threatened with arrest, held in security for an hour, among other things. Frankly, I disregarded this letter from TSA in March as a standard form letter they would issue to any complaint and did not view it as an apology for what happened on 2/1/10.
Q. The TSA states in its blog response: "The passenger has flown since these events occurred and has provided TSA a written confirmation that she no longer experiences issues." Is this true?
A. The following week (2/9/10), I was ‘shadowed’ by a TSA authority assigned to me by Phoenix Airport to see what I go through each week. As soon as I asked for an alternate screening, I was told to put the milk through the x-ray machine. The TSA authority had to immediately make herself known to the TSA agent and said to give me an alternate screening. It was clear that any briefing or training that had been done was futile. In the weeks following that, after speaking with a Phoenix TSA customer service manager, I traveled out of a completely different gate. I didn’t experience any more harassment or retaliation thereafter. After a few more weeks, I resumed travel out of my original gate mindful never to encounter the four or five agents I had dealt with on 2/1/10. If there was a choice between two lines, I would pick the one with agents that were not part of the incident. I resumed travel out of my original gate fearful that I would encounter the same agents as on 2/1/10. I literally would start sweating wondering who I would encounter and how I would be treated.
On 4/22/10, after one of the final trips I took with breast milk, I emailed the Phoenix TSA customer service manager. I wanted to make sure he knew that every week since 2/1/10, I had been instructed to place the milk through x-ray and had to ask again for an alternate screening…every single time. I brought this to his attention so he knew the agents still had no knowledge or, possibly, no regard for the breast milk screening rules. The response back to me was they were okay with that so long as, at some point, the agents remembered that my request [for alternate screening] was allowed.
Q. How do you think the TSA should have responded to your complaint and how did its response fall short?
A. My attorneys have advised this I do not address specifically how the TSA should have responded. It may jeopardize my current tort claim against them, especially if they try to limit my relief to what I put in this response. After we exhaust all administrative remedies, we will file a lawsuit in federal court that addresses exactly what should have been done by the TSA.
What do you think about how the TSA has responded to Stacey Armato? Is the TSA "apology" and a "refresher" to TSA staff enough?