The TSA is at it yet once again. Strip searching, poking and prodding and grabbing junk. Around June 18th a TSA agent in the Destin-Fort Walton Beach Airport asked a 95 year old cancer stricken grandmother to remove her adult diaper because they felt something suspicious and they couldn’t determine what it was – according to a CNN report.
The question is how does the TSA deal with what was a correct procedure in a tasteful and respectful manner, but still maintain a safe environment. This is an absolute PR nightmare because now the story has gone public and it’s hard to quote procedure when you have offended not only one person but an entire segment of the population. Think about how many aging boomers have to travel with adult diapers and now are fearing the same type of embarrassment when they travel.
From a PR perspective I believe the best option in a situation like this is to inform and reiterate your policies and procedures. Educating the public on why some procedures and actions taken by TSA staff may seem to be extreme on the surface are followed to the letter for the greater good and to maintain a safe flying environment for everyone. A statement like that is the only way I can see spinning a PR Nightmare and using it to connect more with the public and hopefully start to repair the situation.
I want to know what you think. How would you deal with this if you were PR for the TSA?
Watch the Original CNN Coverage:
