News / Investigation after traveller accuses airport security staff of ‘obnoxious’ behaviour
HIAL has meanwhile apologised to Mr Skinner
Please note: Highlands and Islands Airport Ltd has meanwhile apologised to Mr Skinner after an investigation by the terminal’s operation manager found that the security agent’s conduct did not meet the high customer service standards that HIAL and their passengers expect. The failings have been addressed.
THE OPERATOR of Sumburgh Airport has confirmed that it is carrying out an investigation into alleged “horrible behaviour” by a security staff member towards a passenger.
Alan Skinner, from Cullivoe in Yell, said that when flying from Sumburgh to Edinburgh last week security staff were rude and obnoxious towards him.
In a letter to Shetland News he also recalled an incident a few years ago where, he alleges, an elderly female friend was made to strip down to her bra and pants by security staff at Sumburgh.
Airport operator Highlands and Islands Airports Ltd (HIAL) said it was undertaking an investigation into the incident after having received an official complaint.
A spokesperson said they appreciate that security procedures can be disruptive and intrusive.
Skinner said: “I was wearing a shirt over a tee shirt, and the security man told me to take off my shirt. When I protested that it was a shirt, his response was ‘I don’t care what it is, take it off’.
“He then told me to take off my watch; a first in my experience of hundreds of thousands of miles of air travel.
“I explained that that was unnecessary because I would be searched anyway, because both of my knees are metal. He just insisted that I take it off.
“When I asked him if it was necessary to be so obnoxious, his response was ‘Yes, it is in my nature’.”
He added that he recounted his experience over dinner to a friend in Bath.
“She is a very respectable grandmother but, on leaving Shetland a few years ago was ordered down to her bra and pants, and searched, because security staff at Sumburgh refused to believe that she had metal plates in her skull, her shoulder and her hips,” he said.
“What a departing memory of Shetland to have. Can we please train these people to behave like human beings, and remind them that they play an important part in creating an image of Shetland?”
A spokesperson said HIAL’s security teams operate under regulations implemented by the Department for Transport (DfT).
“We appreciate security procedures can be a disruptive and intrusive element of travel,” the spokesperson said in a statement to Shetland News.
“While the procedures are intended to be thorough and are a necessary requirement to ensure everyone’s safety, our aim is to implement them sensitively and avoid upset or embarrassment for passengers.
“We undertake an investigation when we are made aware that the conduct of our team may not have met our required customer service standards.”
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