The dreams of flying for the first time came true for eight adults after overcoming a big obstacle that stood in their way – the TSA checkpoint.
For these adults, their specific disabilities presented additional challenges. They are part of the organization Pueblo Diversified Industries (PDI), which strives to empower people with intellectual and developmental disabilities. Through PDI and with the help of the TSA team at Colorado’s Pueblo Memorial Airport (PUB), these adults fulfilled their dreams of flying to Nashville, Tennessee, to experience the music and culture they love firsthand.
PUB TSA Manager Jeremy Marczyk said PDI approached TSA through the Airport Operations team, and he quickly jumped at the opportunity to help, even though the group didn’t plan to fly out of Pueblo. Instead, their plan was to catch a flight out of Denver, which is two hours away.
“I brought this concept to my supervisory TSA officer team of Melanie Duran, Brenda Stapish and Rikki Falsetto,” Marczyk explained. “We collectively communicated an action plan that focused on providing best practices in traveling and acclimation to the screening checkpoint.”
TSA PUB arranged a mock screening session for the group, walking them through each part of the checkpoint screening process so they knew what to expect when they flew out of Denver and returned from Nashville.
“At a stakeholders' meeting, our clients expressed a dream to travel to Nashville, a place they always wanted to experience,” said Terri Weldon, PDI director of community engagement. “As an organization dedicated to person-centered services and empowering individuals to live out their dreams, we took this seriously. The mock screening was essential in preparing our clients, many of whom had never flown before, by helping them become familiar with the airport security process.”
With an entire checkpoint to themselves at the small airport and a team of TSA officers at the ready, the future travelers were able to take their time. They were able to ask questions and undergo screening without the pressure of catching a flight.
“The traveling experience is a stressful environment for a percentage of the traveling public, and our goal was to make this event fun and interactive, different from everyday operations,” said Marczyk.
Stapish agreed, saying, “The event was fun for the entire team, and we all learned from the experience.”
After TSA officers screened everyone, Lead Officer William Wolaver demonstrated a full pat-down on one of PDI’s chaperones just in case the passengers had to undergo a pat-down at Denver International Airport (DEN).
“Satisfaction was achieved through helping others along with safeguarding the community,” Wolaver noted.
Duran described the experience as an excellent opportunity to practice screening techniques.
“It served as a learning event that others should have the chance to experience,” Duran said. “The Pueblo Memorial Airport screening team felt a sense of honor helping this group.”
Falsetto called the PDI group a “joy to work with.”
“The leadership team from PDI was engaged to learn the best way to facilitate the group and develop a travel plan,” Falsetto emphasized. “Small group communication allowed everyone to engage with one another and make sure everyone knew what to expect for the day of travel.”
Weldon said before the mock screening, her team members experienced significant anxiety and fear surrounding the flying experience.
“Particularly with the security checks and the overall unfamiliarity with the airport environment,” she noted. “After the mock screening, most felt more relaxed and reassured having gone through the motions of security checks in a supportive, pressure-free environment. This reduced their fears and allowed them to approach the actual flight with greater ease and excitement.”
On travel day, TSA PUB was right there with the PDI team. Falsetto and Marczyk made the two-hour drive to DEN to welcome the group before they went through the checkpoint for real. With successful screening, the group was well on their way to achieving a lifelong dream – a trip of a lifetime.
“We met the group at the curb once they arrived, and they immediately said hello by name,” recalled Marczyk. “I believe the mock event broke the ice to pave the way for an easy travel experience.”
However, Marczyk admits there were a couple of initial challenges at DEN.
“Upon meeting the group at DEN, one member learned of a fear of marble-tiled floors, a fear we eased by pushing a rolling suitcase for one of the PDI leaders,” he said. “After attempting to take an escalator down to the train platform, one team member did not feel comfortable, so a PDI leader and I took the elevator.”
Once they arrived at their checkpoint, Marczyk said the entire screening process took less than five minutes without any issues, and the plan they developed worked beautifully.
“The leader of the group was shocked that the entire group was already through screening without a single bag search or additional screening requirements,” said Marczyk. “I think the mock screening at PUB served monumental in their experience at DEN.”
Weldon said the TSA team at PUB was “incredibly supportive, patient and respectful.”
“They took the time to explain each step of the process in a way that was clear and non-intimidating,” Weldon added. “The team’s approachability and kindness made a significant impact, creating a welcoming atmosphere that contributed to the success of the experience. Their professionalism, combined with their ability to provide extra care and attention to our clients’ unique needs, ensured the process was smooth and reassuring.
“TSA Nashville was also exceptional preparing us for our return flight, providing valuable support and helping us navigate the TSA checkpoint quickly and efficiently.”
Weldon viewed the event as a community partnership between TSA PUB and PDI in which “mutual support and understanding came together to serve the needs of our clients in a very practical and impactful way.”
In a joint response, the TSA PUB team said, “The experience was a great way to collectively learn from one another for a combined purpose. The entire team would love to do events with this group or others from the community in the future.”
By Don Wagner, TSA Strategic Communications & Public Affairs