Dear Mr. Gatten,
I hope this message finds you well. I’m writing to share a recent experience at Boston Logan International Airport while accompanying my son on his flight back to his Naval Base in Pensacola, Florida (Flight: 758).
Initially, the front-line ticket crew provided excellent assistance and guidance regarding procedures for Active Duty Military travelers. I want to extend my gratitude for their help.
However, the process with American Airlines this time was notably different from other airlines we’ve flown with. Despite having received gate passes previously—when sending him off to Navy Recruit Training Command from Boston (Delta) and once again in Chicago (United) when departing for Pensacola—we encountered unexpected resistance from American Airlines’ supervisor who adamantly stated that issuing a gate pass wasn’t permissible due to TSA security concerns, stating, “it causes problems for TSA.”
Confused by this discrepancy, my wife and I directly approached TSA personnel. They were equally puzzled, stating that there was no standing order to deny gate passes for that airport or terminal, especially considering the decreased holiday traffic. In fact, they seemed disappointed and taken aback that the denial of military family access was attributed to them. TSA encouraged us to return to American Airlines and request to speak to another supervisor.
Upon speaking to Supervisor Oreleus, we encountered further hurdles:
1) American Airlines purportedly maintains a policy that denies gate passes to Active Duty Military family members unless the active-duty member possesses active deployment orders.
2) Allegedly, TSA has concerns if American Airlines permits us to escort our son to the gate, suggesting potential issues if ‘something happens.’
3) Lastly, a fallback to the post-9/11 era was mentioned, claiming that TSA has had ‘problems’ with gate passes ever since.
Considering the gravity of the claims made by your management regarding TSA concerns and policies, it’s important to clarify American Airlines’ stance and the origins of this policy, especially given that neither your website nor your call center representatives seem to be aware of it.
Contrastingly, United and Delta airlines have never denied us gate passes while accompanying our active-duty military family member. We may consider them our only viable option in the future.
The mention of 9/11 and the TSA’s alleged concerns compels me to inform the TSA and Massport about American Airlines’ stance on this “policy.” Notably, neither your website nor your customer service representatives seem to acknowledge it.
It’s crucial to remember that while TSA checkpoints are indeed restricted areas (as defined in Title 49), Logan Airport, MassPort, and the TSA are all public entities—limited public forums where access may be restricted but not outright forbidden by a private entity like American Airlines.
In light of this, I plan to request, under the Freedom of Information Act, any orders or guidelines in effect on January 3rd, 2024, at MassPort or TSA policies that explicitly forbid military family members’ access beyond TSA security checkpoints due to the ‘problems’ they allegedly pose. Additionally, I intend to seek disclosure of any agreements between TSA, Massport, and American Airlines concerning Air Carrier Authorization Forms (Gate passes) for military family members.
Furthermore, I will request any records of admonishments or concerns from TSA directed at American Airlines due to ‘gate pass’ problems created by active-duty military members since their inception.
Lastly, I will formally inquire with the Chief of Security of Massport, my congressional representative, and the TSA Security Operations team about procedures to undergo screening and comply with relevant conduct regulations to enter Logan Airport’s secure areas to escort my son for Active Duty without a private corporation like American Airlines impeding access to taxpayer-funded property and potentially violating civil rights.
Thank you for your attention to this matter. I eagerly await your response and resolution on these concerning discrepancies.
I find it deeply upsetting to be deceived, to witness responsibility unfairly shifted to a government agency, and then to be denied the opportunity to spend valuable time with my son on government or public property during his leave while he serves in our nation’s military. It’s important to remember that for many families in the United States, any period away from our families during government service is regarded as a form of ‘Deployment,’ whether it’s TSA, the FBI, or Military duty. I want the leadership of ‘American’ airlines to be aware of this, specifically.
The behavior today of your management, attempted to drive a wedge between a family, a government and all the sacrifices they make on behalf of one another. Your veteran pilots would be ashamed of what was done today and all the veterans in the TSA should take note of what they did.
Alison Taylor
SVP & Chief Customer Officer
alison.taylor@aa.com
Ron DeFeo
Executive Vice President,
Chief Communications
ron.defeo@aa.com
David Seymour
Chief Operating Officer
david.seymour@aa.com