ROCHESTER, N.Y. — A communication breakdown at Rochester International Airport left about a dozen passengers stranded when the TSA security line closed before they made it through security.
“What happened Thursday night is just a clear example of a breakdown of communication between the airline and TSA,” Moore said
On Jan. 1, an American Airlines flight scheduled for 4:49 p.m. was delayed more than four hours due to mechanical issues, pushing the departure to 9:15 p.m. Many Rochester residents opted to go home instead of waiting at the airport.
Traveler Ashley Jackson said, “I come up here to put my bags up here to check in, to go through security. Then they tell me that it’s closed. I cannot catch their flight out tonight.”
Passengers returned to the airport around 8 p.m., more than an hour before the rescheduled flight. However, they found the TSA security gate closed.
Rama Kante, another traveler, expressed disbelief over the situation. “I’m walking in, and I gave my bags early so I could see them. Like to skip a step and walk right into TSA. And it was close to traffic. I’m never seen in my life. TSA being close, especially when there’s flights already still going on,” Kante said.
Rochester International Airport Director Andy Moore explained that TSA security stays open three hours past the last scheduled flight. “At the end of the day, the airline is supposed to notify TSA that they’re going to have a delay that may go late into the evening past the last scheduled departure,” Moore said.
American Airlines claims they informed security about the delay. However, TSA reported they were unaware and had been told by the airline that there was no need to stay late. TSA released this statement:
“TSA checkpoint operating hours are established based on scheduled flight activity and are coordinated in advance with airport and airline partners, and TSA maintains a process to accommodate delayed or unscheduled late departures. When a flight is delayed beyond normal checkpoint operating hours and screening support is required, airlines are required to notify TSA, and the agency routinely works to support continued operations when such a request is received.
On January 1, the TSA checkpoint at ROC closed in accordance with established procedures tied to the last scheduled departure of the evening. Screening personnel at ROC proactively engaged with the airline to confirm if the checkpoint needed to stay open to accommodate the delay, and the airline advised there was no need. While it is the airline’s responsibility to notify TSA and request operational extensions, TSA is working with the airport and airlines to reinforce our commitment to extending operational hours as needed.“
Moore acknowledged that such situations are rare but upsetting. “In nine times out of ten everything works the way it should. This is an unfortunate situation and it’s very upsetting,” he said.
Moore emphasized that this is not the experience he wants flyers to have at the airport. He plans to meet with County Executive Adam Bello to establish a more solid documentation process.
Communication failure leaves Rochester passengers stranded WHEC.com.
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