traveler complaints - Electronic Privacy Information Center

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• TSA has made the utmost effort to protect the privacy and dignity of
the traveling' public. The following steps have been taken to ensure
this policy is maintained:
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The image analysis station will be remotely located, within an endosed space.
Imaging devices, such as digital cameras or cell phones, win not be permitted
inside the remote screening station
» The remote Ojlerator wnl not have Visual CDfltact with the weened indMdual
). The public will be prevented tmm seeing the images or the remote operator
). Signal lights for the operat()rs have been Implemented at screening stations to
minimize verbal communicatiOns and the chance of eavesdropping
• Imagery generated by the system is not equivalent to photography,
and 00 not present any details that could be used for personal
identification. • TSA has adv\Sedthe vendors that all capabmties to store, transmit
and/or print images must be deactivated for any system used in
support of TSA.
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What w111 YO\I, do to pt'1tV"l'It tlUa tWIll MIIPC!n!ng in t.oa tut:li.. n
: ",,13 !l\Ua every a:!:rurt toO "''Mid the t'a'tll'4 a:uport 1» tile future, "flU it It MUa ,,&fiog
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C\u:'umtly tlJet"e is 110 p<>ljer OT la_ 1.-n pl.c:. tt.. t
\fm!ld _ubi. p&cBII'qsW!l"<f 111'1 t.b ..eta! iJJpl/ll1tl! tQ awl)' Ulr An fUl:4119tian t~ tbll acnllnil\!!f ~1!(t¢M.. }Ill you ~t.t,d: ill yom: a~tet' ¥'OUt' MeG repl.co.nt nqIIiree lnl~ .nreell.i~,
ItIJr.e al:. 'l'lUI'Ipe -"rport 'lUI h;:11f~ ~t)le 8l)dy J~ 'MCninel thet ~n be un" to ~ett tIU. ~M..
But.. 1:./:1:1. pcllc"U ~II .erietly 'II(Iluntuy. 1"0\l JIIIy eboQu to to patt.d ~ inatl!l4 (>1 entarillg' t~ 1II&<::IIlM. Abo. y¢\Il' belcl:lrjillg'fJ ~.t be w1thL!1 u ..MAble view ill: ali ,.
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e(lfMIl,/.l~Uen vir.b tlla chief COIIuel'JI out".. Ion ir.41ddud tIho
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----Ti1w you for your .-mail.
TIl" Tr.meportaeJon Security AdmInbtmllon (TSA) S86k$1O emsurG1h11fTmneporlation S8CW'fty Cfflcera
(r80s) ~ provide protessk:ma' and courteous checJq:x:llnt ptOCeeaing whle malnf.ainn'J a high
!&val of seClU11y. When w recefve mpcrtBlo the tOl'ltmry. we tak61JPPropriate aetton, wl1!ch may Include
addh!ooal
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One tera81IlnU pt'ooedwe that CIiIuses concern fa tfte- Glle of pat-down eeei'd1es, TSA oons1ttared
;lasoengerieedDeek when we dMfoped the p~re. Ho\N8lller. when a pd$llengel W$I'M$ihe walk·
;tIrough metal dstador. Teo. muat~ Qddtuonal acmen!ng, indUt':Ib1e d put-down, to taeafe and
"9$O/I.'e Iha SOUICO of the alarm. 800eu&e Melallmplsilia and QmStholfc OtMceA rsgulatly slam;.lhe walk:~
lIrough molal detecff.)(, the lliIIawlng specfal consfde-!'8tiOl'l8 are gNen. for these scroonlngt:
.. Tho procod'ul'l br sereenitg Metallmp!ants do" not Invo/w remcWtg, Uftlng. or I1lsptacing clolhlng.
and 180s tlave received lfalnlng 10 ofror puaengers a private wuenilig b&(QfQ proceedfngwith a P8t~
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down Inspection, AI$O, a passenger may ask for and rec81\ie a pNsle screening al any till"e during
ft1elr tereenlng, P'r1vate screenings are cornlveted In a room or In en area away from other
passengers, 11 a N'Ssenger does ootper."IIit 1M seerth. he or aha will not b$ permitted to: bo.mI an:
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• Regardfng T5Ae po!k:yfo( malntalrifng llne.{)f,.gtght wiil'l yourclilr'fY'<lO Ib,!'1IS. TsA policy reqUires the
Tmnsportatian SeoI.irfty 0fI'l<;ttn (TSOs) 10 raB!lOMbIy ensure that carry.on Hems, Including tBsaC~iiy~
related dtWJees <md aids. aM kept wifi'l:n- tho pa:ssengete ffM..of~3ight when it Pftll$8ngar i3 raqUimd to
undergo adaitlomil $Creenmg, Wtum p;asaa'1gars eanl'tOt I'I"I8IntsIfl h-oMight wlth theIr property
dutlng a pattlOWn Of p!'iVat$ 6creenlng. the TSas ~e:ve been !rained to ma!ntafn cootrol end sight of
thetr items lOr hem, and to ut19Ufa that they are reunited with their property once it hu clesf6d )(~ray
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We
fniWaUon of passertg$f$ rouQIy tJndergoing IJ$(:Ondary screening Ua/Ul\JS8 01 metal
;mpl.ants. and regret '1M dlSe01nfOrt and Jn~lerll;e experienced as a tMult of pat-down procedures,
NeYQrttuMft. we be'~ these S6CU.1ty meMllre5 ara I'\eCN&ary Gnd appi'Opriate fOr M'atJring the $OCUrity
aR1 oonfkl8!WO:ofan air tmvel8r1. Moreover, if" (lesstmggr Js exper!enelng dlff'1OO1ty dUring !he screening
proces:u, ho or she may eiways request In speak with !he AHistant Fedoral Securffy OlractOf for ~n1f19
m that tIitport to addl'$$liany concofl"l8. .
~1Jr1.hermore~ we
have abo forwmded 8 copy ofyooremsli fo the CU9kJm8rSerWCEI Manager at 7PA airport
far r!MOW, Tba CUvfomer BeNke Manager /8. respontlble for ooturing that the sereenar workfiJrot) adheres
tn TSA prlnc!ples for p~aalo"aI pm::GU.Ing.
For more lnR:Hmation regarding 1M pat-down pmeackire3, pl6aae visit TSA'5 web.sHe Elt~,
TSA Contact Canter
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Silbjetl: T'SA ~ Ua: Compl.d.rdl
THIS 0llNERA"l1?O EMAIL HAS BE2NSENT F10M TSA ~ CONTACT US
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'fbm.k3 for Uu:! fecdba~ The WSl at ROU! 1"2 is striclty volu:.tuy fOr ait pB8S("4lIlCfS, tt is in mad)'
use wbC!'! the eIIeek:poin! l.'l DfCf'lltiDnai as many p!l!5engGrS art optina to we it Vi. tho pat dD'Wl'l
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d(In'ti 'BJ ptoal:Slllnd to Aa.l.rl'l her !hat wI you Ilfltr ltpCtIking with,hu. ired' to IlSe lite WDI at ROU, hut thai
~D clarifY the voluntt.ty portion CIt the
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There re(eronQd from ~w 1M), b,clp when I'lxp!a.ininlt the lecMOIOiY 10 interesmd peuenQer.t:
lYllolo Body lmalliUi (waD T«!bnolo", ond
'£SA RDU WBl Pre", Reteau. Please give. me a call if you havoa!!)' queltiOM~ I'm happ)' to help.
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We Illeeived a complaint from a/atJy wilD Juppcserlly had 10 I1'Ie the Body Imager mn.::htne I'll 't2, I
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w;'l1ght !hi. was optiOO9l but OOf requ.lJed Md cuslamers -CClI'iJ atHl h8~ a pat.-down.
A~ong Lite same IinC'll, r WIIS It T2 lut FrldIty aIreTooon; I !JI1W li~ or" people btcltwIO·bacl:: uticg 1he
mar:hine, and [ thoughlir W.$ odd ih&11iO flUUly ptopll! were usinillhe ~1Uli, Carl Y(lu!ited any Hgm
on mi. fil'Jillton?
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SllbJeLl:
:hank)IUtJ for your email ~ ooneemlng lhe Transportation Securfly Administration's (TSA)
doploymon' of ""'''''' body Imaglng lechnology.
paHeng<l1S
access to an alrctaR,
dignltyaod respect.
poiicy IS to afford passengSt1l
Whoie body Imaging provfdea TSA wlfh a means of deledlng e wtde variety of threats, InolWfog
sufdde vests and other Improvlsed Expbafve Devices (lEes) that am hi1deo under individuals'
clothing and that may no!: be deteded during metakiel8ction screening. TSA Is sensitive to
passangEtl'9' concerns ebouf protecting their privacy 88 It miales to Hie securfly screenfng process,
and in paIIlruI.r "'."se 0 1 _ body fmaginQ racllnology.
To date. TSA has used wilofe body lrtJaglng on a I)UlWlYvolunfaty baM: as an alIemaUve to a p.al~
down inspectioo, P.as~ WhO have boon Idcnfffled (or s~ with whcia body imaging may
opt for a paI-down fnstead. if that is their prefanl'lC6. .In addlUon to eKoctfvenesa and tlUitabflity
anMsments o( lhewhofo body Imaging technology, TSA 1& ammlnlog operatjonaJ Issues associated
with Ihe 19(;hnology.lncludlng efftciency. privacy conHtemtlOna, training, ~ 0' use, and
perceptions by !be tmvellng p(Sbllc:.
We havo'wotkad wry hard to addraas prMIcy concerns while testing wtloie body imaging
technology. Wo belUtva !hat wholo body knagfng tec.I;ncIogy wlil be an effEldl'Ye too! in dekK:ling
fetrotfst tt1r&a18. We loOk forward 10 continued public dialogue as we auess fhe eff6dMm088 of the
_noI<lgy In the alrport _ng.
Furthermore. we haYe also (olWBrded a copy o( your emah 10 '!he Customer Service Manager at ATL
airport. The Cuatomot ~ Manager 19 responsible for ansurfng that ttl!! screener workforoo
adhoros to TSA P/fflCiple.s1ot ptOfesibnel ptOMsslng.
'/Ve monitor the numbar and nature of complainfa we receive 10 Ireck tFMds and spot ate" of
~cem that may requrre Gp(Jciai atfantJoo. ThIs ongoing ~8!l will enabfe us to ensure prompt.
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correa.ive. aetIon whNlllmwe dat8anine that security-weening poocie& need modiftcation 0'
soer.ific empiovees Of' screener teams: am the sUbfectli Qr repeated complalnm
Wit ancour3ge yeti to vls!t our websibt at ~ for additional inbrmalioo about TSA. We
amlinue fa add new Information and eneouJ'i'lgo VOl! to check the 'NGbsite frequently for updated
informatron.
TSA Contact Center
T(I; "'!'SA COnDel Cent:er" <[email protected]'V>
Subject: TSA ContacfU&! CrunpWn!!
THIS G!l>IERA'I'I!Il1lMAlL HAll _
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From: IndIanapolis International Airport Web Feedback [mailto:feedback@indlanapollsafrportcom)
Posted' At: Sunday, April 12, 2009 12:32 PM
Posted To: Archive
ConversatIon: Web Feedback
SUbJect: Web Feedback
Web Customer Feedback
4/12/2009 12:31:45 PM
State
Daytime Phone
_11ii.~~l~~;t~~t~~$t~}~il~t~~~~~l~f.~~~~~fffI¥~:~t~~~f:~§~~~~t~£J~:ih;~(~jl~~~~?r~~'§1~f~t~~1~~i%3~~~lli~}~~~;[~;j,t~lf~¥::t~:;
Concourse
Age
Reason for your 'eedback
QuestIon
Rulon for this trip
nmes flown to/from/through the airport
2.
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From:
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ploase ~d to the customer's point number 2 below. Thanks!
From: BAA Web Feedback [mallto:webfeedback@lndlanapollsalrportcom]
Potted At: Tuesday, February 17, 2009 5:42 PM
Posted To: Web Feedback
Conversation: Web Feedback
SUbject: Web Feedback
Web Customer Feedback 2117/2009 6:41 :55 PM Milling Add,...
State
1
Dalytlme Phon.
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Flight Number
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Concourte·A
RHton for your
feedback
Other
TIm. flown
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airport
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Did ¥.MJJ•• thepll1 ofthi' cord (hat hlduded the CC/lJIpI~lnl? I teiponded to tfl/s amatl onC'll;md youoldf'l't ncrpond. J
would lpp"'ilteWI'M Idnd ot~l1fJrmltlon mat tfliswas ~ddtt~ed, fOGo.
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llwugh tbt CCl'Jl!'DIUtd1'4 tb4t yw ~ onlm1l6tY9. 2009 I1e;mttdotlhe ~V6~)'O'lMd
\fI1ith TSA f~ It'Id qfyour co~ lIbout CUlClpl!tldion allndi~lll'AtmWiontll Airpc:f. r'm hsppy
'M: wm ahk 111 mW: your lI1JVOf qperit:~ A ~Ii\'O Qll.(. I WQ quitlI pIeued (n hW nI ~ exp::mx:e in
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It i••IWa)'J" pieuure to get poaW"dtedbllck from oU:cUomm, the flying pubUc. Customer.suvR:o is
ane oflM haUmarb ofthe TSA. We lake great pride in dtlivering fltllt daD ~ alonaside first e!aft
C1J!tIJmer MYk:a.
r have pousonaUy Ihan.klId tlw petSilMCI warkWi on OW' security ohe.lntI fur !he tiM job the!: Iftey IU"C
dcffi& I.tld sUed tltalihCll Ut, up 1M good 'IIJ'OIk, 1"hoy lite an importMt j':art I.ll our TSA rntman. TIunk you
tat your ~y and fur sMrif)(l your thoughts -Mth u"
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V1t_rr.hlf: of T!'8Vel: 4/lll/lBW 1:&9 Pt\
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CMt~i!'lt/Are' c1 .a1!"1\Ot't:
TSA f891oyee; (If (nQ,n);
(!,)mpl1.m:!CMpla1nt: My lotl+'e WO$ nlcted fur tewrulary $Crtl!!"!fn& and $l,Ibjectt!d to ttl/) /!Ml
:l!'ll.llatnc dtw,ia, Sh& d!\M't knew wihft it Vlill. !'I~ .lulllMd it ,..... ii 1'1_1" t1Pe of _hI
d.w.to". sh" $11111 no 'i&Mxe b)'$1/t1n1ng it. "lid snl SNit tM ,... i.if" llIIIplH 1Itfo,.. tHs~
S~ 'N'!l'\!ld ,,~v .. opted for a pet-dcWn instH!j. M nobo<fy !~ Mf' Iff ttwt tbll1n.
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advert1Jitll "tlIat nHr~ 411 pUfetlpr!t &qwttjchoosalqwot:J the ~ :ltlotJl!f' aver.
1lM:-III.JNri, 1'h1l is iI bolUl c:h1A, 8$ v~ few ~UII!I'IIlt'·S ~"I Nk1tls __ Jrrf:'tNllld dlOice or
even k~ tOlt thlre 1t .. chq1[e.
Thel"'t should be clear dgtlalll that shows Ifhat tha """ tNS'H 1* UI(.e llr'ld th.t !nfOfttl ~.utnjert tMt Ue)' *:f d!acil ttr. pat dQwn 1l'lft43H. ~l!j YQU :lIke a rljponsll~: ~o Pass,nle"', NaMe: t'boM ~f'£
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To:
Subj!ct:
Tha following Int'ormatlcn hU been received by the TSA Contact Center and It 14 being fotwardl!ld to Ytlllfot
your re....lew andIorfo:IQW-I.Ip. ~asft tHpIy by ernel/, :0 tho TCC Cl1liorMr SaNbl. Representative $lIrtdlng this
(r,MlJItiJ&, w/lh jhe actloM taken to r'lIaoIw this cOf18Umere' itmue.
Ca!ef(rme of Trav!'>l'
& tllg/'lll'lilmbtlr";
(OIl!lonllr) Phon. NOTF.: II jIllJ wish 10 5Uk paymem fn)m TSA fC( dmuq;ed ,,;~;;;;-;;;;;;;;;;P;;Ai1 or lm"ugh the T8.\ ConVt~t CMiOt a4 1-866-289-9673. Page. 1 of I
SLC~u~tomelllervJce
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SUbJect: S
B8tOI'El enler!ng the SQlnner, I ~1Id removed all ml!tIIl objects (watch, key5, change., etc.) rrom ,i,y
plrson and plaal'd them .wrth my cllrry·on Items M thI! X-fay COIlV¥T belt. Yhe TSA ell1PIoyee It
the scanner lDld ma lD 111mOW' my belt be.1'on! onterll'lg ~hll scanner. ~nI _nln't lillY notlcuble
slgl'\I or warnings: In large ront explaIning Mythln; ll00ut tho new scanner or Instructionli on I1IIps
to take before entering the ,sc!Mner.
illnlenul' Ihe scanner, I'ollowed directIons glYen to me by III .TSA rep!'rsonlllilve. end exlted the
Kanner when directed to do so. r WIIS Immediately laId to empty lilt my poclcets (had a wallet.
plastic CDlI1b, and a slnghl lube or CIrmex lip balm). I was then subjected to e l'ull·bod',t patoodown
sellrch, lind 'hll TSA n:pntserrblllw e'so opened my WIIallllt to Sflllrch It II:' well.
It Is my undmtsndlng that the PtitpOSG or thIS scanner Is to provide III lass-Intrutfve method 0'
inJpection while fmpmvlng 5easr,ty (or lin passengers. My experfence pmwd to be Just the
oppGslt•• I rOllnd the IlCperlence very Invasl... and felt my pl!lrsonal ~ was vIolaled (lndudll1!il
inspection of my wallet that had nathlng metalJlc In It). I don't understand the methods being used
dul1ng this tnal, partlallfrty since the main seiling poJnt (according to the news artldo I read) Is
the thIs equIpment wJII allow TSA .!latU/'Jty personnl!ll to determIne whl!lther.n IndMdult1 hiS Items
of ccncem hIdden on their penlOn.
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te lind conelder my conctml. r ClIn ba reached at
you have q~lons concl!lmlng thIs note.
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'\VI:I;ok body tu:.&i.ns plO'¥idc!a T8A willi A. mOOJl!l. of de1I«:tina II wide, 'r'IU':ifIty 4f~ lru.\,l~ Nieklc
vom wi oCht.r tmprovI.Ied Exp!oIi'R Dn:ict£ (.teDtI) UuIi IttO bfddcm!ll1der iudtvilf'l.Ws· dotbhtg m:flhatmay
not be detect.ed durio& ~l3-xrcaUcB. TSA it Jll!mfdvlI ~ ~' ~ about protectiD,g
1h.oir¢VIe)''' iat¢l.tIS1ti:) ~aWlrlty au.eemns-J'NCCU. Il.Ild inpMiculartbaweofwtlolc body ~
teahnology.
HowdOCl. itwork'i Plm,:it bI notan 'X-ray rnaclUlIII. MiJUrnctcr
to i'DCMe IlIl imege.l:u:d (In 'the e:nqy rafJee!ed 1i:om tho 1It.!'dr.
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~ walk iuto IhJ MiI1imIrtcr w,vo
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p0N1.l.ltldcrao .. ~ and wtlk out the otbc:r sidl. The whoIo iifOOCtS tcbt. ..bout I' ~ If )IOU 'i.:OIWder
ge:CtIng au. wtruourui. au;ii lIimitar-onIy 1IIina eleetram&gne:tie MlVa.lnrtcad tOuIId:. The dilferem:e beioc
sound tall ttavGl thzwgh YOut body. wbcft:as'DiCCU'llIfta.gr.cdc wa.... ollN'lClt, they boUXICC ol!gi\inj up.
~o
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harm to 101,1 or ywrba'by,
I have rocdved ~iMt
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~ I'hq ""'"' ~ f4 etil:r and thi:t mcliau bcUlg ...iu.::plc ~
I \IDdmiaad ItMC: tbat NOtion taJ1
be«mtrued to be. oMet but ttia in fact. Ieqll(l:flU tbc:otfieen ColWolCltonb yuto cot:apIywith.Y
~ l'!Io only thtI:Ii Chat is cc:rlaiIl is _once}'OU llWt tha ~ pmceu you hi,., to ~ h.
Mt:mf.:It: tNt""":fw wbmlt ynurortic-lcslbr ~ne1M '~p:occ!U Iml1fbe.Dal'.lhed. AI./br)'CIW
pcrao.n,. thb
bcdooo oithct by;, pc~ (pfb}fc- YitlWOi' I.Q prlwflil:) or by wru, y(Q~ prOpCIrtJ
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T& dace. TSA Jw 1.i.tOd ~J. body imagiaa 011. purely wlUIItIUy bail., Ct alt4m4iiV.1) 4pat-dOWlt
intpccrlou. ~ wIlD have been identitlcd for sel'Ctlllng with ~I¢ bod)' fmeging; ...,opt thra pal~
dawn.~. ifttu¢illhDitprefermc.c. In rQiition to lIIlli!:ttivcntld and INitabilily asllSSSttl:eals artlte_1e
bod)' im4gingt.eeMoJogy. !SA it examinIng Dpmtionel j""e! IWOOi.tted with the IM:Mology, includhla;
cm.ciccey. pri'IIacy OODIiderWOIllJ, trainiag. Rfc.ly Pt'tlK, 11M pmc!ptiOlU by l:lII lrlv411nj pIbIk.
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TSA has established rigorous controls to ensure privacy during whole body imaging screening. The
Transportation Security Officer (TSO) attending the passenger will not view the image. while a second TSO
will view the image in a separate, remote location and will not be able to view the passenger. No cameras,
cellular telephones. or other devices capable of capturing an image are permitted in the image viewing area
The image cannot be stored, transmitted, or printed and is pennanently deleted after each passenger has been
screened.
We have worked very hard to address privacy concerns while testing whole body imaging technology. We
believe that whole body imaging technology will be an effective tool in detecting terrorist threats. We look
forward to continued public dialogue as we assess the effectiveness ofthe technology in the airport setting.
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Thank you submitting you comments and concerns. and should you have any further questions you are
welcome to contact me at the number listed below.
lbe
TSA-IND
317.39~
From: BAA Web Feedback [malltn:[email protected]]
Posted At: Sunday, March 22, 2009 11:38 PM
Posted To: Web Feedback
Co.nversatfon: Web Feedback
SUbject: Web Feedback
I.
Web Customer Feedback
312212009 11 :37:55 PM
I
Age
25-34
2
,
nmesflown
tolfromlthrough the
1- 3
aIrport
3