Can airport security staff assault passengers? - part - 4
Monday, 20 April 2009 14:46

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

Here is what Heathrow Airport BAA LHR had to say . . .

Heathrow Airport

Passenger Communications Floor 1, Heathrow Point West 234 Bath Road

Middlesex UB3 5AP


16 April 2009

Feedback Reference Number: [removed]

Mr [removed]

Dear [removed]

Thank you for your letter dated 12 April regarding your experience at Heathrow Airport recently. I am sorry that you don't feel we took your comments seriously enough.

I have taken a look at your original correspondence with us and can see that you felt you were given an overly thorough body search in security. I am confident that this was not intended to offend or harm you, regardless, I would like to restore your confidence in us.

Further to your our previous letter to you, I can confirm that the security regulations in place at Heathrow are administered by the Department for Transport and we are obliged to ensure the safety and security of our airport.

I am sure you can understand that in line with these regulations, our staff are required to carry out a body search at security, which may feel intrusive to our passengers. We are sensitive to this and our security staff are trained extensively to perform these body searches. If you wish, you can request to be searched in private.

Please be assured that if you feel you feel a member of our team has been rude or has physically harmed you, that our operations managers will take this very seriously. I trust that your future visits will be smooth and comfortable, however, should you have a poor experience you can ask to speak to the manager on duty.

Thank you for bringing this to my attention.

Yours sincerely

[name removed]

Comments on this response:

The passenger asked a number of serious and testing questions, these have been totally ignored by the airport. A further letter pointing this out and asking a number of other questions is being written.

Read the letter that prompted this response

Read BAA Heathrow LHR letter that the passenger thought inadequate

Read the original complaint

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