I traveled from MCI (Kansas City) airport and, unfortunately, I was randomly selected for a patdown in the security area. Although I was upset and apprensive about it, one of your employees handled the situation very well. She was very sensitive about the "intrusion" and spoke kindly. I told her I would report her appreciated gentle behavior to her company. Flying these days can be stressful and she helped.
Thank you,
Deborah F
I wanted to send a thank you email for the service I received on my last flight. I had packed two bottles of wine in my suitcase that was checked. I made sure I securely packed them in a box with packing material and taped the box up so they would not break on the flight. My bag was selected for physical inspection and therefore the box I had packaged up had to be cut open. The screener that performed this inspection made sure the bottles were securely packed back the same way I had. I really appreciate the time taken by this employee to make sure my items did not break. I appreciate that this extra time was taken to make sure my items were treated as their own.
Thank you,
Megan F
On February 11, I traveled home from Kansas City International Airport. When I arrived home, I opened my bag to find that it had been inspected by your company's Screener 0348. If possible, I would appreciate your forwarding my thanks to Screener 0348 for the following reasons:
1. My TSA-approved lock was securely re-locked
2. A Notice of Inspection card was placed in my bag
3. When I opened my bag, everything was exactly the way I had packed it...including the way the 2 straps were tightened to secure the contents
4. Once I saw the NOI, I thought what might be in question was the 16 oz. jar of barbecue sauce, wrapped in newspaper, which was also inside a gallon-size Ziplock baggie. The masking tape I used to secure the newspaper had been torn away, and in its place was TSA-Inspected tape, securely re-fastening the newspaper around the glass jar. The newspaper was folded around the jar exactly the way I had originally wrapped it. The baggie was securely "zipped" back up.
It was important to me that I write this message to you, because I have had my baggage inspected by other companies, and the care that was taken with my personal belongings was not the same. Simply put...thank you Screener 0348 for the care you took with my baggage and the personal items within. More importantly, my wife cannot wait to try her "Four Men and a Pig" barbecue sauce!
Regards,
Bob Turner
Hockessin, DE
This month I sent my daughter back to school. WIth the increased security, I was not allowed to accompany her to the gate.
I waited to make sure she was settled in the boarding area. I realized too late that I was holding her flute in my hands. She had already cleared security screening. [FirstLine] recognized my distress, took the flute, screened it thoroughly, and then located my daughter and got it safely into her hands.
TSA Agents get a bad rap, but on this day several agents saw a mom in distress and came to the rescue. I wish people would stop making them out to be monsters when they are simply doing their jobs.
We fly a lot, and have always been treated with courtesy.
Christine Taylor-Butler
I very much dislike the body scanner — but if I have to do it — I want your staff to do it! Specfically the staff at gates 56-60. They are nice, personable, informative, funny, and a joy. I travel almost every week to and from Kansas. And please let the team know we notice and we are greatful!
Meg Stapleton
I am a frequent traveler through Kansas City (MCI) airport, traveling at least once, sometimes twice a week. I also travel frequently through other airports in the US including DFW, ATL, and the Washington DC area airports. I want to let you know that I have experienced superior customer service from the First Line security screeners at every terminal in MCI. I find that they pay extreme attention to detail for the personal and carry on item screening, and are almost always extremely polite, proactive, and professional. Despite being a very frequent traveler and knowing the rules, I still had an issue with a carry on item several weeks ago. The First Line agent was as professional as could be, and facilitated my exit from the secure area to check my baggage although I had only about 30 minutes before departure. He approached me at the boarding gate later on after I had reentered to see “if I had made it alright and to see if I was OK (from the rush)! As I was sweating from literally running, he even asked if he could do something for me. I wish I had thought to get his name so that I could give it to you for recognition. I have flown from MCI several times since then and again all of the First Line security screeners were doing a great job, and displayed very positive behaviors to me and other travelers. In fact, I find that they are even more focused upon the security aspects and attention to detail than I have found at other airports.
I’m copying TSA on this memo to let them also know that I continue to have positive experiences at MCI and I’m positive that our security is in very good hands. Please let the men and women who work for you at MCI know that they are doing an excellent job.
Thank you,
Richard Hirsch
I recently flew from KCI to Colorado. I have to admit, given all the recent media hype and outrage over increased screenings, I was nervous to fly! I was thinking that the process would be stressful and timely.
Fortunately, I have the pleasure of letting you know that my experience was great-from start to finish!
When I checked in at the United counter, the agent Jeffrey Carlson was friendly and polite. He got my luggage taken care of and was congenial.
I walked over to the Starbucks to grab a drink before my flight. There was a new trainee learning how to make beverages and the staff offered me a free chai, which was what I was going to order anyway!...
When I went to check in through TSA, I had prepared myself for the worst. However, I was so pleased that I got through security without any stress. The TSA agents (FirstLine) were polite, efficient, and friendly!
Anyways, I just thought I would drop you a note to tell you that you are doing things right, KCI! Thanks for alleviating a stressful situation by putting the customer first!
Sincerely,
Jill Carlson
On December 13, I flew on Southwest flight 955 from Kansas City through BWI to BDL. One of my bags was selected for screening, not at all unusual and I fully support the security measures in place to protect the flying public. On this occasion, my bag was inspected and the notice showed Screener ID badge # 2206. Would you believe the bag was neater after being screened than it was when I packed it? Great job and a nice surprise!! With all the media hype about invasion of privacy and TSA and their contractors being vilified and condemned, I think it is equally important to acknowledge good work, and this inspector did a great job. Just wanted to let you know - nice work badge # 2206! Thanks to all for the thankless work you do in keeping us all safe and happy holidays.
I travel constantly throughout the Southwest system, including at least two trips a month to MCI.
During the past two years I have had the opportunity to observe your MCI operation and noticed some striking differences compared to most other airport security operations.
While always professional, the MCI FirstLine Employees take it a step further. They employ a human element rather than a robotic response. As witnessed on numerous occasions, the MCI FirstLine Employees display true Customer Service with genuine courtesy, helpful hints and suggestions while moving travelers through security. Their positive attitude and upbeat interaction with our Customers is a welcomed sign in these days of hectic air travel.
The efforts by FirstLine are truly appreciated, especially by our customers. Thank you!
Tom Miller
Manager, Facilities Maintenance - Systemwide, Southwest Airlines
I would like to bring to your attention a recent event that I encountered involving your security personnel at Kansas City International Airport.
On August 27, 2009, I went through the security at KCI. During the process, I removed a rather expensive Rolex wristwatch which I left in one of the bins after going through the X-ray part of security. I recognized this upon my arrival in Memphis…I was able to make contact with [FirstLine] Watch Officer Tom H., who informed me that my watch had been turned into the security office. He explained to me what was necessary to obtain my watch when I returned...
…I want to commend you on the quality and character of the individuals you have employed...you should be very proud of the people you have employed.
With warmest regards,
Michael H., M.D.