LHR Security
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LHR Security
Classic one this morning.
My laptop bag was pulled for manual inspection after X-ray.
After being kept waiting for about 10 mins, the security person approached me with the bag and gave me a bit of lecture (not unkindly, but deffo a lecture) about the need to remove my laptop from my bag before putting it throught the scanner.
So I asked him, "do you mean this laptop?" lifting the notebook in my hand up to eye level.
"But you have removed it already", he says. "Yes", .
"But she said she saw a laptop on the screen."
I decided not to lecture him on the perils of pre-expectations and just smiled, which seemed the best response under the circumstances. Hopefully the embarrasment he obviously felt will have taught him a lesson about checking out the facts before lecturing.
On my way I went.
This is another piece of evidence I have seen at first hand that suggests these people are not on top of their game.
My laptop bag was pulled for manual inspection after X-ray.
After being kept waiting for about 10 mins, the security person approached me with the bag and gave me a bit of lecture (not unkindly, but deffo a lecture) about the need to remove my laptop from my bag before putting it throught the scanner.
So I asked him, "do you mean this laptop?" lifting the notebook in my hand up to eye level.
"But you have removed it already", he says. "Yes", .
"But she said she saw a laptop on the screen."
I decided not to lecture him on the perils of pre-expectations and just smiled, which seemed the best response under the circumstances. Hopefully the embarrasment he obviously felt will have taught him a lesson about checking out the facts before lecturing.
On my way I went.
This is another piece of evidence I have seen at first hand that suggests these people are not on top of their game.
About 2 years ago Dublin appeared to be doing Laptops Out but Heathrow was not.
As I was doing the route once a week or more then, one morning I went out through Heathrow and got Substantial Bollocking #1 for "wasting people's time" as I was taking my laptop out of its bag. It was snatched from me when half out and rammed back in again.
At Dublin that evening on the return, as I waited to enquire if they were to be in or out, I received Substantial Bollocking #2 for not having it out already "when you must know" .......
As I was doing the route once a week or more then, one morning I went out through Heathrow and got Substantial Bollocking #1 for "wasting people's time" as I was taking my laptop out of its bag. It was snatched from me when half out and rammed back in again.
At Dublin that evening on the return, as I waited to enquire if they were to be in or out, I received Substantial Bollocking #2 for not having it out already "when you must know" .......
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WHBM,
Spot on! That is exactly the stress factor of security for a traveller certainly in the UK or USA and I don't think non-travellers really comprehend the issue.
There is no standardisation. I decided a while ago that the way to deal with it all is a deep breath and just remove coats, shoes, watch, belt, wallet, computer, keys, liquids, phones, electronic items..and walk calmly through.
If you screwed up, you were bawled out in front of everyone but unpleasant as this was, it was your fault. However, now some airports let you wear coats, some allow you to keep shoes on, some say "Don't take out your computer", some "Don't separate your liquids", some "Do separate your liquids"..etc...and if you get it wrong..."Didn't you see the messages?", "Didn't you look at the screen?"..it's embarassing and that's when anger flares as otherwise intelligent people are humiliated because of what they view as an inconsistant process.
I feel better now..
Spot on! That is exactly the stress factor of security for a traveller certainly in the UK or USA and I don't think non-travellers really comprehend the issue.
There is no standardisation. I decided a while ago that the way to deal with it all is a deep breath and just remove coats, shoes, watch, belt, wallet, computer, keys, liquids, phones, electronic items..and walk calmly through.
If you screwed up, you were bawled out in front of everyone but unpleasant as this was, it was your fault. However, now some airports let you wear coats, some allow you to keep shoes on, some say "Don't take out your computer", some "Don't separate your liquids", some "Do separate your liquids"..etc...and if you get it wrong..."Didn't you see the messages?", "Didn't you look at the screen?"..it's embarassing and that's when anger flares as otherwise intelligent people are humiliated because of what they view as an inconsistant process.
I feel better now..
Paxing All Over The World
I shall repeat (briefly) another inconsistency in UK airports - the sensitivity of metal detecting arches. I could leave LTN and be fine but returning through IOM (Isle of Man) wearing the identical garments {duly washed by my mother, I promise!] then the alarm would sound. In the days before regular shoes off instructions, at LTN I could stroll through and at IOM I always got a pat down.
After this happened a couple of times, I commented to the IOM staff that their unit must be set to detect a lower level of metal (lacing eyes on the type of boots I habitually wear) and they declared on more than one occasion that, "All metal arches in the UK are set to the same levels. Over the course of ten years I can tell you - No.
After this happened a couple of times, I commented to the IOM staff that their unit must be set to detect a lower level of metal (lacing eyes on the type of boots I habitually wear) and they declared on more than one occasion that, "All metal arches in the UK are set to the same levels. Over the course of ten years I can tell you - No.
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I go through the same arch, normally many times a day at LHR and with the same garments and sometimes it beeps and sometimes not with no apparent reason. It may not be the different machines
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WHBM #2
Dublin is a quirky little classic in its own little world. I don't know if you've visited recently, but we have our own little rule here: all umbrellas must be removed for separate screening. They must be removed from hand luggage/briefcases etc. Normally the security people open them as well. I have no idea what this is all about, but hey it's all good fun. My theory is that it's a "weirdo test", along the lines that anyone not carrying an umbrella in Ireland is definitely a strange individual.
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"Didn't you see the messages?"
I pointed out the message 3 feet away, telling me to do what I had done, which he took exception to.
Quick as a flash, he replied that it was intended for the next queue.
When I pointed out that it was blank on the other side and the text was pointing at my queue, he started to get huffy and talk about 'being difficult.'
Thick as two short planks, some of these people.
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They are set to beep on random occasions so that random searches can be carried out.
So I can walk through with loads of metal and stand the chance of a 'random' beep - what if the random beep misses me and my metal??!
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As far as sensitivity of metal detectors goes, most UK airports seem to be highly tuned such that they are picking up 'metal' when none is present. Its noticable that at Singapore the staff don't want you to take your belts off (I know its a DfT thing here) and the metal detectors weren't set off when I went through with my belt on.
Oh the flip side, I've passed through LHR on numerous occassions recently for non-domestic flights with my Gillette Mach 3 in my hand luggage and haven't been pulled once.
Happy days...
Oh the flip side, I've passed through LHR on numerous occassions recently for non-domestic flights with my Gillette Mach 3 in my hand luggage and haven't been pulled once.
Happy days...
The man at Frankfurt was quite huffy on Wednesday when told my belt could not be removed as it is permanently attached to the trousers...... They don't always ask at Heathrow, but they get upset, too, when told that. I do have a special pair of trousers that I wear for travelling - I object to having the trousers round my ankles in public, and I've lost a lot of weight this year.
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yep nothing changes...
London City last month I asked politely at beginning of unloading point for security scanner 'do you need my laptop out? - to be answered gruffly and rudely 'it is always laptops out...' as though as I was some sort of moron - I then replied that no actually it isnt at London Heathrow and some other UK airports and gave him a short but sharp lecture on how DETR security procedures give allowances for airports clearly unlike London City who a) have adequate scanning equipment and b) have attained a higher level of security alertness for both staff, training and equipment (unlike them)' - the guy and his supervisor just gauped and didnt talk to me again...whilst the rest of the line of pax visibly started giggling (and I got a well done from several of them...one businessman even bought me a coffee)
Gatwick South - shoes off line (apparently) - except no actual signage to that effect - gruff women at scanner 'take your shoes off' - my reply 'ok but no one told me that...' - the reply 'there is a sign' - oh no there isnt it, go and find it then...reluctant acceptance that yes as I had stated there was no sign whatsover directing that line to take shoes off prior to scanner and a sort of mumbled apology...
I go thru ZRH often and I find their security very tight and i always get pulled up for the nails in my shoes...however they are it seems in my opinion polite courteous and apologetic when asking u to take your shoes off for another scan...'pls sir...because....thank you sir for your co-operation...sorry for delaying you'
It is not just the implementation of the security but the actual 'customer service' aspect which all too often seem so lacing and is actually what winds me up the most...security please note...be nice to me and I'll be nice and relaxed with you
London City last month I asked politely at beginning of unloading point for security scanner 'do you need my laptop out? - to be answered gruffly and rudely 'it is always laptops out...' as though as I was some sort of moron - I then replied that no actually it isnt at London Heathrow and some other UK airports and gave him a short but sharp lecture on how DETR security procedures give allowances for airports clearly unlike London City who a) have adequate scanning equipment and b) have attained a higher level of security alertness for both staff, training and equipment (unlike them)' - the guy and his supervisor just gauped and didnt talk to me again...whilst the rest of the line of pax visibly started giggling (and I got a well done from several of them...one businessman even bought me a coffee)
Gatwick South - shoes off line (apparently) - except no actual signage to that effect - gruff women at scanner 'take your shoes off' - my reply 'ok but no one told me that...' - the reply 'there is a sign' - oh no there isnt it, go and find it then...reluctant acceptance that yes as I had stated there was no sign whatsover directing that line to take shoes off prior to scanner and a sort of mumbled apology...
I go thru ZRH often and I find their security very tight and i always get pulled up for the nails in my shoes...however they are it seems in my opinion polite courteous and apologetic when asking u to take your shoes off for another scan...'pls sir...because....thank you sir for your co-operation...sorry for delaying you'
It is not just the implementation of the security but the actual 'customer service' aspect which all too often seem so lacing and is actually what winds me up the most...security please note...be nice to me and I'll be nice and relaxed with you
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When you look at security scans from the point of view of a Process Quality Manager there are two main points:
1. Effectiveness of the scan (what fraction of contraband is found)
2. Efficiency of the scan (how many people/hour)
And then there is the customer aspect:
3. How does the customer perceive it
Reliable data on effectiveness is hard to get, but leaked reports from random "red team" testing are not so good.
, sometimes 
.
For efficiency you need a good process (plus proper equipment and accomodation.) In nearly all airports passengers have to perform some actions as part of the process. (Put their bag on a conveyor belt, walk through a detector...) Passengers have not been trained for this, so you need to think about properly instructing them.
As the security staff needs cooperation from the passengers, it pays off spending some time to train the staff in the psychological aspect of getting cooperation. Friendliness helps, clarity in instructions is even more important.
If an airport has worked on efficiency, they already did a lot to improve customer perception, we all want to get through security as quickly as possible.
1. Effectiveness of the scan (what fraction of contraband is found)
2. Efficiency of the scan (how many people/hour)
And then there is the customer aspect:
3. How does the customer perceive it
Reliable data on effectiveness is hard to get, but leaked reports from random "red team" testing are not so good.
, sometimes .For efficiency you need a good process (plus proper equipment and accomodation.) In nearly all airports passengers have to perform some actions as part of the process. (Put their bag on a conveyor belt, walk through a detector...) Passengers have not been trained for this, so you need to think about properly instructing them.
As the security staff needs cooperation from the passengers, it pays off spending some time to train the staff in the psychological aspect of getting cooperation. Friendliness helps
, clarity in instructions is even more important.If an airport has worked on efficiency, they already did a lot to improve customer perception, we all want to get through security as quickly as possible.
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I've said it before...someone at BAA needs to go to Narita and see how it's done there.
They start by apologising for the inconvenience and then request the support of the passenger in the process. Unfailingly polite and helpful, the line teams are concentrated on the task, they don't make inappropriate comments to passengers or each other and they are ready to assist people with bags, coats etc.
It's the one part of the world where I don't feel stressed or upset when arriving or leaving.
The security process can be done properly and professionally.
They start by apologising for the inconvenience and then request the support of the passenger in the process. Unfailingly polite and helpful, the line teams are concentrated on the task, they don't make inappropriate comments to passengers or each other and they are ready to assist people with bags, coats etc.
It's the one part of the world where I don't feel stressed or upset when arriving or leaving.
The security process can be done properly and professionally.
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I always get pulled up for the nails in my shoes
It is clear that you and I, and doubtless a number of others, have scope to start a Bollocked for Asking what Today's Laptop Procedure is Club. The BATLPC members could then exchange information on the inconsistency of procedures done by each airport, with points for every new undocumented procedure reported.
I would suggest that as part of this we could have a Club Tie, but fear the next retaliation from the DfT would then be a Ties Off enhancement to the security procedures.
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I an quite sure that every morning when they put their materials on , they made a check and ajust sensibility
So you can go in the same channel on 2 diferents days wearing the same thing and day 1 it's OK day 2 you have to be search
Last time I go through security in CDG I have forgot my bluetooth hearing in my pocket and the system have not detectet... but I have to remove my shoes !!!!!!!
wonderful world ....
So you can go in the same channel on 2 diferents days wearing the same thing and day 1 it's OK day 2 you have to be search
Last time I go through security in CDG I have forgot my bluetooth hearing in my pocket and the system have not detectet... but I have to remove my shoes !!!!!!!
wonderful world ....
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thank you Forget on the shoe nails issue - you are (and i didnt doubt) quite correct ZRH security actually explained this to me and i have to admit I had no idea that my shoes had that heel to toe metal strip...they knew and were very knowledgeable about it in a constructive 'dont worry we think we know what it is' sort of way...like you that was a new one on me...the other less educated airports are convinced and quite happy it is the three nails which constitute new soles with the nails being on the toes although it has only ever in 8 years been picked up by a scanner at one other airport and I forget which that was
Addendum - as above comments totally agree; security staff - direct me what to do, give me a tray, tell me what you want...and all will be well...at Prague for example they regularly stuff the pile of trays to the entrance side wall of the scanner area (not in obvious walk/flow/sight line from entrance to scanner belt/line) and you are supposed to know where just out of eye shot they have put them so get one yourself, take to scanner etc. ...and then get arsey when you shrug your shoulders and say so where are the trays (idiot!)?
WHBM...luv the idea but agree the consequence
although it has only ever in 8 years been picked up by a scanner at one other airport and I forget which that wasAddendum - as above comments totally agree; security staff - direct me what to do, give me a tray, tell me what you want...and all will be well...at Prague for example they regularly stuff the pile of trays to the entrance side wall of the scanner area (not in obvious walk/flow/sight line from entrance to scanner belt/line) and you are supposed to know where just out of eye shot they have put them so get one yourself, take to scanner etc. ...and then get arsey when you shrug your shoulders and say so where are the trays (idiot!)?
WHBM...luv the idea but agree the consequence
Last edited by Boss Raptor; 31st Oct 2009 at 14:51.