Can airport security staff assault passengers? - part - 3
Sunday, 12 April 2009 14:46

Following a response from Heathrow Airport LHR that can only be described as innadequate the passenger wrote back asking Heathrow LHR to escalate the complaint to the next level of management.

Here is what the passenger said . . .

12 April 2009
Dear [name removed]:
Feedback reference XXXXXXX
I am in receipt of your letter dated 7 April 2009. After reading your letter a number of times I wonder whether the letter that I received was intended for a different recipient because it addresses none of the issues that I raised.

My letter was about assaults, a serious criminal offence. Your response does not address this in any way. You suggest that ‘being aware of what to expect could make your next travel experience better'.
Both my wife and I are well aware what to expect in airports, in the last 12 months we have flown in excess of 40 segments each, we see first-hand what goes on in airports. It is precisely because I know what is involved in airport security procedures that I wrote to you. I know the difference between being searched and being assaulted. Despite what management may think, security staff do abuse their power. Your comments were not helpful, they were counter-productive and patronising.

You will be aware that UK airports are liberally festooned with notices warning passengers that verbal abuse of airport staff and assaults on airport staff will not be tolerated. As a matter of equity verbal and physical assaults on passengers should not be tolerated either, and the management of the airport has a duty to ensure this.

You have not taken my complaint seriously. I request that my original letter, together with your response and a copy of this letter be escalated to the higher management of your organisation where they can be considered by someone who appreciates the gravity of their contents.

As part of the response to this letter I would like a written statement explaining exactly what your airport management define as a verbal assault and a physical assault on a member of staff so that I can use that in the future as the basis of determining whether I am assaulted and that you ensure that passengers are treated that same as you expect passengers to treat your personnel.

Yours sincerely,

[name removed]

The response from BAA London Heathrow Airport LHR is here, and suggests . . .

Heathrow Airport does not care what passengers think;

Heathrow airport does not treat passenger complains seriously;

Read BAA Heathrow LHR letter that the passenger thought inadequate

Read the original complaint

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