I have been very dismayed and disgusted with Covenant Security, whose agents saw fit to force open my medical device which was in my checked suitcase when I flew in July. I called the manufacturer who said it could not be repaired and the warranty was voided by those actions. The manufacturer suggested I file a damage claim, which I did with photos, witness statement, statement of facts, etc., ticket, receipt, etc.
I just received a letter that says, “No Negligence.”
I was very upset and searched online and came up with TSA Cares, which is supposed to help folks with medical needs and was launched in 2011. Their phone number is 1-855-787-2227 (they also have an email address). I told the nice agent what happened and she collected relevant information and asked a few questions. She asked around at TSA and confirmed that she could see no reason why my machine was destroyed like that and why there is “No Negligence.”
She said she will be filing a report and sending an inquiry to management of Covenant Security to follow up. She said they have checks and balances and that it’s possible that more training needs to be done to keep the contractors from destroying property with no good cause. Anyway, at least she brightened my day.
Anyway, posting this so others who have medical needs for themselves or loved ones know that this service is available. I really feel it’s important that there is some consequence for “screeners” who destroy property for no good reason. It’s really out of control and folks need to speak up to keep this from escalating. This phone line can also help folks with issues getting through the checkpoints, etc.