A smiling TSA Lead Officer Joel Fisher provides the great customer service this family needs at SJC. (Jacob Jacinto)
Many people have a fear of flying, so just think what it’s like for people on the autism spectrum and with intellectual disabilities.
A dress rehearsal at California’s San José Mineta International Airport (SJC) put many of those fears to rest.
TSA teamed up with SJC, Alaska Airlines and the Pacific Autism Center for Education to give families of children with disabilities the experience of taking a flight in a safe but realistic environment.
“The event was planned so families with children who have autism are exposed to the process of flying,” said SJC TSA Lead Officer Johney Radle. “We approached them with patience, support and care and used this event to be informational.”
TSA officers screened over 50 young people and another 80 family members, who then hopped on board an Alaska Airlines plane and taxied around the SJC airstrip.
After nearly a year of planning, the Wings for Autism®/Wings for All® event left quite a lasting imprint.
“Most of the families were very excited to have this opportunity to go through the process of flying,” Radle noted. “Seeing them excited but also expressing their anxiety about the process from checking in and collecting boarding passes to going through security; them not knowing how their children would react or how security would be was frightening to most.”
He said all the guests felt a deep sense of relief after they learned about the TSA Cares program and the specially trained TSA officers, known as Passenger Support Specialists (PSSs), who were available to help them navigate safely and comfortably through the security screening process.
SJC TSA Manager Newman Vu said his team took a strategic two-prong approach to make this a special experience for all.
“PSS Coordinator Supervisory Officer (Joanna) Pineda approached each family to check them in and give them a sensory gift bag and T-shirt,” Vu explained. “She reached out to each individual and family to pass out TSA Cares cards and graciously answered questions on TSA’s screening and TSA Cares.”
The second part was at the checkpoint.
“We had a dedicated lane for them where Lead Officer (Tyana) Macias and Supervisory Officer (Lisette) Ortiz directed trafic, explained the screening process and made it a smooth experience through the checkpoint,” Vu added. “I saw a lot of cheerful and curious participants. For some, it was their first time being exposed to the air traveling experience.”
Vu noticed a sense of relief from families, knowing TSA has programs like TSA Cares and air carriers like Alaska Airlines are willing to assist to ease passengers’ air travel concerns.
“I felt it was very educational and eye-opening,” said Vu. “My officers were amazing in promoting TSA Cares, how to use the program, how to navigate the screening process and answering all questions related to TSA and screening procedures.”
Pineda was proud of the way the event went off without a hitch and the tremendous support the entire TSA SJC team provided to their guests.
“Collaborating with Alaska Airlines and San José Airport is a great way to spread awareness of TSA Cares through education and advocacy to a diverse population,” Pineda said.
Radle added, “It was a great event, and being able to help so many special families, most of whom were first-time flyers. Being able to ease their anxiety was a memorable experience for me.”
Vu believes providing outreach through TSA Cares is especially beneficial for the traveling public.
“Every individual, including those with autism, should have the same, equal opportunity to travel, and events like this increases their knowledge of opportunities and resources,” Vu said. “Exposure is the first step to seek the opportunities and resources that are waiting for you. You don’t know what you don’t know.”
By Don Wagner, TSA Strategic Communications & Public Affairs