Sunday, October 19, 2014

Complaint to Frankfurt Airport Security

From the Frankfurt Airport web site:

Information about entrainment of goods in the hand luggage or check-in luggage e. g. will be provided by the German Federal Police. The Federal Police will also deal with compliments and complaints concerning aviation security matters.
bpold.frankfurt@polizei.bund.de

Criticism and suggestions
feedback@fraport.de 

The following was sent via email to both of the aforementioned email addresses:

On the evening of Monday, October 13, I came to Frankfurt airport with my husband for a 20:45 Aer Lingus flight to Dublin, Ireland. My husband and I began walking to our departure gate as soon as the gate information was posted on the announcement board. As we passed the first G gates, we noticed that all of the gates in that section were fully staffed with German security personnel, but were empty of travelers - the security staff was standing at their stations with nothing to do. However, when we got to the next set of G gates, we were shocked to see a line of more than 20 travelers extending out to the pedestrian walkway, because just one gate was open. We stood in line and our shock continued: just one staff member was addressing each traveler as they prepared their items for the x-ray machine, and he was oh-so-slowly picking up almost all of the items placed in bins for his own examination, while at least five other security staff stood around on the other side of the barrier, talking, sometimes laughing. We expected another line to open - there were plenty of security staff none too far away, with nothing to do - why hadn't anyone called even one group to come down and open a second line?

One security staff member spent most of our time in line trying to realign one of the barrier doors. She spent a long time trying to adjust the door - which looked perfectly fine as it was, was in no one's way, and no one was trying to go through it, as it was almost entirely closed. We learned later she was the security staff supervisor - she really though moving a door five inches was more important than shifting staff from the other gate section to here?

At long last, it was my turn to go through the security line. As an experienced international travel, I know how to place my items in different bins and onto the conveyor belt quickly and appropriately, and how to ensure I have nothing on my person that might set off the x-ray alarm. The one security staff member that was speaking with customers in line slowly went through my items, then asked me if I had any liquids. "Right there" I said, pointing to my already unpacked back of cosmetics. "Oh, okay" he said, lethargically moving my items closer to the machine. I stood in front of the body x-ray machine, waiting to be told to walk through. The security staff on the other side were having a chat together, both leaning on different machines, having a nice, casual evening. Finally, one glanced up and waved me through. As no alarms went off, I walked to retrieve my things that had gone through the x-ray machine, and as I reached for my watch, a security guy grabbed the tray that held it and tried to shove it away from me further down the belt. I grabbed the tray and said, "Excuse me." Then reached down for my watch. He looked at me and said, "Do you have a computer?" I said I did. "I'll need to do a security check on it." Then he pointed to a computer coming through the conveyor belt. "This is your computer?" I said no, and saw that my computer, in its tray, had already been shoved down to the far end of the belt. "That's mine down there" I said. He smirked and said, "You will wait here, and I will get someone to check it." Note: he did not see a suspicious computer and decide to check it - he was ready to test someone else's computer merely because he thought it was mine. He was doing this test only because I had annoyed him. He then turned away from me and began talking and joking with a colleague. I said, "Excuse me, but could I know your name please?" He smirked and looked away. I tried to see his identification badge, and when he saw me looking, he tucked it into his shirt so I couldn't see it, and he walked further away from me. After what seemed like a few minutes, I said, "Excuse me, but I have a flight to catch, and I will miss it if I stay here much longer," He turned to me, smirked, and said, "Yes, I'm getting someone." Until then, he had made NO effort to find someone to do this suddenly-needed computer check - a check he had decided to do NOT based on the look of the computer, but because he did not like me. He called out for someone and, finally, a person came walking up and I was directed to go with him to another room so he could check my computer. I told that person as we walked that I wanted to speak to a supervisor and I wanted to file a complaint. He seemed very apologetic.

My computer was checked, and then a supervisor was brought. I was stunned to see it was the woman who had spent so much time trying to move the door instead of shifting completely unoccupied staff to the crowded security line. She didn't have a business card - or so she said - and took a few minutes to finally find a brochure that she said I could fill out and give to her. Knowing that the brochure would most likely end up in the trash rather than be given to anyone, I chose to write this email instead.

I never yelled. I never used inappropriate language. I never tried to distract anyone from doing their job. I followed all security staff instructions immediately. I was in no way at fault this night.

We proceeded to our gate, we sat down, and within 5 minutes, probably less, our flight was called to board.

Everyone on staff that night at the security gate line in Frankfurt deserves to be reprimanded for their unprofessional behavior. By being more focused on their own amusement and on inconveniencing travelers and taking punitive action against someone who dared to speak out, they took their focus off of doing what should be their job: ensuring we are all safe to travel. The behavior of your staff that night was shameful.

I hesitate to send this email, as I am flying again from Frankfurt soon, and I know that it will be within the power of the Frankfurt airport security staff to complicate my future travel based on my making this complaint. So I am also posting this to my public travel blog, and will be blogging about any further unprofessional behavior on the part of Frankfurt security staff I encounter, so that the public can see for themselves if this email results in further negative behavior on your part.

I also want to add that the Dublin, Ireland security check point staff was friendly, efficient and very professional in their approach, in stark contrast to the Frankfurt airport. I not only felt happier after I left that check point, I felt safer - and passenger safety is what should be the priority of your staff. Based on what I witnessed, it is not.

22 comments:

  1. I am just now at frankfurt airport terminal a and security is appalling. They are slowing things down on purpose, a little chat here, moving as slow as they possibly can. If I did my job like that I' d be fired a long time ago.almost missed my flight and the guy even told me he doesn't give a damn. Anyone with similar experience?

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    1. Airport staff are rude. It looks like they have no idea about customer service and good manners in general. Toilets at the gates are dirty. Staff at the gates are rude.Bumbling and rude security personnel.The whole place is a total mess.

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    2. The staff are appaling at Frankfurt Airport, they're a joke, went through security check, Friday 20th of October 2023, I came very close to missing my flight because of their Lazy attitude and Childish Mind Games which they get great Amusement from, I had just come from Bulgaria and had to get my connecting flight from Frankfurt, despite the fact I already went through Security checks in Bulgaria, they saw fit to delay me with their games, despite the fact I told him I would miss my flight, he actually went slower, he was really enjoying his Pathetic little game playing, I had 2 to contend with ,this man and another young girl checking me and patting me down, not content with doing it once, she had to do it twice, then pulled out the front of my trousers, totally over the top behaviour, Disracefull, in all my years traveling I have never put up with such Disgusting,Degrading Treatment by Airport Security, these people are not fit to do Security, they need to retrain and if they continue to behave the way they do, they should be fired, their attitude and behaviour is not only extremely unprofessional,it's completely unacceptable, I think people need to get a Petition in relation to Airport Security at this Airport, after they were finished playing their Childish games, I had to run to get to my Gate B 31, which was a long way off, on an already sore knee. I will make a point of never using this Airport again.

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  2. This post is from 2014, but today I experienced almost the exact same when transferring to a connecting flight in terminal 1, area A. Security staff was unprofesional, rude, slow and doing excessive checks for no aparent reason. Almost missed my flight because of it.

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  3. Same experience with me. I was yelled at and humiliated by security staff for a simple reason of not moving the tray from one desk to a desk 1m away where, presumably, they wanted to be.

    In my experience, their staff is very confrontational and incapable of normal human interaction that would start with "Excuse me, could you ...".

    I asked for supervisor, been denied access to them, yelled at even more and ultimately threatened by physical force when I stated that I want to make a formal complaint there and then.

    So, yes. The staff is beyond reprehensible in their attitude. Since this has been happening since at least 2014, the best bet is to start avoiding Frankfurt Airport (Koeln/Cologne is not too far away). It's clear that they're ignorant of any complaints.

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  4. Oh gees I thought it was only me that had this problem. Polizei at the airport are so f**king rude and they're cocky. I don't know if they're there to show off their badges and cool German power or to rather help people and keep the airport safe. I had really good impression about Germany in everything, but Frankfurt airport polizei? They suck

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  5. Horrible experience flying via FRA on the evening of the 4th of May 2018. I will not fly via FRA any more it is not worth it, Their security personnel as rude as they can be and then when they called the police they were as equally rude and were trying only to provoke me.

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    1. And they steal from bags, I have very bad experience with they, I lost my flight because of they, and I wait 10 hours on aeroport and I check by baggage (Hands baggage) and was missing my charger new laptop Apple and cards new for mai video camera, I will never ever use this aeroport

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  6. Hi I have to travel to Europe for work. I was shocked at how unprofessional the security staff were at Frankfurt airport. Clearly a bunch of uneducated individuals who abuse their power and judge people based on their race. I am appalled that Germany that is a so called first world country is stepping right back into the atrocious history it comes from. Germany do something about the bad service at your international airports and employ people who take the time to check people's travel documents instead of assuming all non whites are twrroriets !

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  7. Hi I have to travel to Europe for work. I was shocked at how unprofessional the security staff were at Frankfurt airport. Clearly a bunch of uneducated individuals who abuse their power and judge people based on their race. I am appalled that Germany that is a so called first world country is stepping right back into the atrocious history it comes from. Germany do something about the bad service at your international airports and employ people who take the time to check people's travel documents instead of assuming all non whites are twrroriets !

    ReplyDelete
  8. Hi I have to travel to Europe for work. I was shocked at how unprofessional the security staff were at Frankfurt airport. Clearly a bunch of uneducated individuals who abuse their power and judge people based on their race. I am appalled that Germany that is a so called first world country is stepping right back into the atrocious history it comes from. Germany do something about the bad service at your international airports and employ people who take the time to check people's travel documents instead of assuming all non whites are terrorists !

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  9. Very rude staff. I will explain here my situation soon. Terrible staff.

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  10. Just went though security. The guy who check was stupid to a fault (i+m using that on purpose) and slowed me down because my english was bad. It doesn't help i'm a person of color. I don't know if it's racism or just stupid people.

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  11. Hello another story for Frankfurt. My 60 year old wife was selected to be patted down for some reason. She got a female security person and when my wife told her she did not speak German, only english - the person's demeanor changed and they checked her underwear band, pants waist line, pants cuffs, bra and patted down her legs, etc. and then you can go. So I get security and it is something we live with but this was the first time this had ever happened to her, not a good experience. So I guess be ready for anything in this location. Luckily I never have to go back again.

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  12. This morning 20 May 2019 I took LH 983 Dublin to Frankfurt and arrived on time around 08:50. Long bus trip to Terminal 1 and followed signs for connecting flights. I was confirmed on LH 142 to Nuremberg at 09:55 but was directed through security with many more who were trying to catch onward flights. After a delay at security where police with guns were called to oversee a search that revealed nothing I complained that I would miss my flight to Nuremberg. My computer had to be swabbed and I had to wait my turn. I spoke to a very helpful lady who told me that I should not be in baggage search area coming from Dublin. I told her there were at least 20 people in the queue from the same flight. After the release of my computer and rushing to Gate A5 it was closed. At least 10 people were left stranded at Gate A5. Now I'm on the train to Nuremberg, having paid the ticket and lost a days work. This is not the first time the same circumstances presented in Frankfurt Airport. This kind of treatment is common there, and other passengers have also told the same experience.

    Why are passengers subject to this (it appears to only happen in Frankfurt) when arriving off a plane and have already gone through a search in Dublin.

    Who compensates for this?

    The lady at the baggage search did admit that something was wrong but as I told her it is not an isolated incident but a frequent occurrence.

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  13. I'm so sad to say that I experienced the same problems at Frankfurt Airport Terminal One Zone B. Not only has nothing changed, but it's become worse. Security staff is quite literally abusive. It was the eve before a bank holiday in Germany, October 02, 2019, in other words peak travel time. Only four out of eight security lanes were staffed. It took me over an hour to get through security, during which I witnessed highly abusive behavior from Security Staff towards passengers, as well as extreme abuse from passengers towards other passengers who desperately tried to be allowed ahead in the queue to make their imminent flights. When I finally did, I asked for the Supervising Federal Police Officer, as i I know they oversee security. He was friendly, and I believe genuinely believed what he was telling me, which makes me feel he had actually become delusional. I suggested to him that they may want to use queue combers to take people whose flights are imminent out of the queue to prioritize them. His reply was "There's no point doing that. As you can see, all lanes are staffed. There is nothing more we can do, nowhere we could take them to. It's the airlines who are doing this to us by booking too many passengers. The airlines are doing this to us!". I quickly realized that, in order to make himself able to face passengers, he's convinced himself that 4 out of eight lanes being staffed equals being fully staffed. Sad. I wished him luck and walked away, since there was no point in further discussion. I am sure that this is some kind of go-slow attitude, presumably because staff must be paid less than peanuts and probably are not treated well. Sadly, it makes Frankfurt Airport so very deeply un-German. So, so sad, especially since Frankfurt is my favorite city.

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    1. I will never use Frankfurt Airport again, after the treatment I received, Appaling.👎

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  14. I had a dreadful experience at Frankfurt airport yesterday at T1 with the security staff and will never fly through Frankfurt again. I passed through the screening machine and seemed to annoy the man who kept me waiting on the other side. Without any request for my permission or explanation I was subjected to an extensive body search by a female security guard. She undid my jeans put her hands down my pants, up my blouse, patted my legs made me remove my shoes, examined the soles of my feet, bent a rather expensive pair of Chanel ballerinas I was wading as though she wanted to break them. As a frequent traveler I dress carefully not to set off alarms etc. This, to my mind, was pure sadism and i thoroughly intend to make a complaint.

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  15. Well, it’s 2022, I had to go thru Frankfurt with my whole family. When it comes to the security personnel, half of them were nice and polite the other half was rude. The two men who were at the x ray gate mumbled and you couldn’t understand at all what they were saying. You felt as if they were superior to you. When my husband didn’t react to what was being said in German and asked something in English he was “rewarded” with a full body pat. Even though we wanted to remove his shoes before the gate he was told not to, but then, as a punishment for his not understanding German he was asked to do so and almost given a foot massage by the security officer. Outwardly rude. It’s so said that the Germans still feel like it’s segregation at the ramp at the death camps, having such bad reputation they should try a bit harder to make a better impression.

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    1. Can you give me an email address to make a complaint, they are Disgraceful at that Airport, 🤔

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  16. Nobody cares about our complaints because today I travelled through this Airport and I witnessed that business are as usual and even worst. The security officers are unprofessional and ill mannered.

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  17. Right now I’m in The Aeroport and I need to wait 10 hours here because the security I lost my flight, they was very rude and unprofessional, besides this when I check my hand bag was missing my new laptop Apple charger and 2 card new for camera video . I go to the manager and he told me is not tru and he call “federal police who was very rude and told me to go to the local police to make complaints. I give up because of their attitude.

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