How I Was Hassled and Humiliated at the Orlando Airport

I am far from being a stranger to international travel. These days, I’m visiting at least one country every month, sometimes as many as three. I am part of the DHS Global Entry and TSA Pre-Check program, which dramatically reduces my time dealing with security. My home airport is Orlando International Airport (MCO), and I often feel like my electric scooter could drive itself through the terminals due to our frequent visits. Many of the wheelchair assistance personnel know me by sight since I always need an aisle chair to get between my scooter at the aircraft door and my plane seat, and even some of the airport ambassadors know me because I pass through Customs and Immigration so frequently. Unfortunately, none of this prevented the indignity, frustration, and humiliation I had to deal with the night of May 16, 2017.

At 8:20 PM Eastern Time, I arrived at MCO on Norwegian flight 7057 from Gatwick Airport in London – a connection from my origin in Oslo, Norway that morning. It’s important that I mention here I had already been through security screening twice; once at the Oslo airport, and a second time during my transfer at Gatwick since the USA was my next and final stop. After I got off the plane, I went on my electric scooter to Immigration, quickly scanned my passport at the Global Entry kiosk, and cleared Immigration in five minutes. I got my carry-on sized suitcase off the belt within three minutes and cleared Customs immediately.

What happened next is predicated on a bad experience I had at MCO in this same area on March 31 as I returned from Munich, Germany, so I feel the need to provide this context. As soon as you exit the Customs area, you have one of three choices: take your baggage with you up the escalator to the terminal train, take the elevator (with an escort) with your bag to the train, or place your bag on a conveyor belt to be sent to the regular baggage claim area so you don’t have to drag it with you up the escalator or elevator. A young female employee with Superior Aircraft Services (SAS), the skycap service company contracted by MCO to handle baggage, stopped me when I told her I needed to use the elevator – exactly as I had done upon returning from Barbados, Australia, and Iceland in recent months. She firmly told me I had no choice but to place my suitcase on the conveyor belt because it wasn’t safe to take it with me due to airport construction.

I was baffled. I was allowed to ride my scooter to the elevator, use the elevator, and ride to baggage claim, but my suitcase couldn’t roll with me along the same path. I was the only one required to do this, as I was in a scooter and couldn’t walk. This information ended up being completely false, as there was zero construction along my route from Customs to baggage claim, where I got my suitcase a full hour later.

Back to May 16. Due to this recent experience with SAS outside of the Customs area, I avoided the baggage belt area altogether and directly asked a very nice airport ambassador to escort me, on my scooter with my carry-on sized suitcase and backpack, to the elevator. Unfortunately, that elevator wasn’t working, so his supervisor advised him to take me to an alternate elevator that would take me through a TSA checkpoint. She asked me if I had any liquids on me, which I thought was strange and irrelevant since I had just gotten OFF the plane and was leaving the airport.

We arrived at the empty TSA checkpoint, where I thought I was just going to roll through and leave. One of the five TSA screeners informed me I would have to go through a full security screening, and I would lose all my liquids in my suitcase (which had been checked baggage) unless the ambassador could personally escort me to the main terminal area. Again, I was baffled. I explained to them twice that I had just left the Customs area after deplaning from Norwegian flight 7057. I had proof via the stamp on my passport, and the ambassador had escorted me all the way from the secure Customs area. They did not care. First they made me put all my belongings through the x-ray machine for the third time that day. Then, without any regard for my Global Entry or Pre-Check status, I was subjected to a third humiliating full-body pat down before I was allowed to leave for the main terminal.

Here’s another part of this entire travesty that I really don’t understand. For all their fuss about running me through security screening, they never removed my liquids from my bags and never asked to see my passport or any other form of identification. In other words, I was the ONLY person subjected to this joke of a screening purely because I had to use an alternate elevator due to being disabled, and neither the airport nor TSA apparently had any training or contingency plans in place to accommodate such a situation – let alone the authority to use common sense and make decisions on the spot for how to work with travelers with disabilities.

I have filed formal complaints with the Greater Orlando Airport Authority (GOAA) and TSA, the latter of which recently informed me, “After careful review, we have determined that your inquiry falls outside TSA’s jurisdiction. We encourage you to contact the local airport authority, which is responsible for the operation and oversight of the airport.” I have also sent an email to Orlando’s Channel 6 Getting Results investigative team to see if they can look into how MCO is treating travelers with disabilities. I have many more international trips planned for 2017 and  2018, and I really hope MCO can educate its employees about how to more effectively assist travelers with disabilities and treat them with respect and dignity.

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  1. islandgal

    It seems the idiots are in charge everywhere these days.

  2. Cheryl Garcia

    Thank you for your well-written and well-recounted story of their incompetence, idiocy and lack of any respect. Sorry you had to endure that treatment; hoping future trips are much better handled for you. Happy Travels.

  3. Mark Henry-Hutton

    The same thing happened to my wife and I on the 25th of may , we had flown in from Gatwick and my wife was I. Her electric scooter as she is disabled we had to take the elevator and then go through the TCA complete screening.when is pointed this out to the officer that we had come off an international flight he was very aggressive I told him I believed that the airport was discriminating against disabled travellers as the other passengers did not have to endure this treatment and where free to go on the their way.he attitude was a disgrace .I have written to the airport authority to complain about this and the treatment disabled passengers now have to endure with the removal of the disabled fast track lane we are UK citizens who travel to Orlando twice a year .Disabled travellers into the UK are treated with respect what ever their nationality or creed .

    1. I’m SO sorry this happened to you, too! But I’m definitely glad you wrote to complain.

  4. Natalie Schennum

    I have had a horrible experience going through TSA in Washington before. Left me in tears, holding up the flight, in front of many peers. That was many years ago and the last time I few.

  5. […] be unable to take photos or video since that’s restricted at TSA checkpoints. And lastly, take to social media. You can’t tag the TSA on Facebook (shocker!), but you can tag the airport and encourage […]

  6. L James

    I’ve just come back from Orlando in the last 24 hours. I too was left in tears.I travelled with my husband of 2weeks and my wheelchair as airport distance is a strain on my walking long distances.On getting to Orlando 2weeks ago i was subject to a full past down not to much of an issue as we thought they would.but Monday well…..same happened on leaving Orlando this time woman was invasive…rough and rude..she didn’t like the fact i was in a wheelchair.unable to hold my arms upwards or out to the side for the length of time she wanted new to.wouldn’t let me hold on to my crutches for support while she page my chair down.came away feeling humiliated when i had done nothing wrong

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