AUSTIN, Texas — A recent complaint filed by a deaf traveler at Austin's airport led to a change in the Transportation Security Administration's (TSA) policy for treatment of those who need accessibility resources.
According to a report from the Austin Monitor, Topher Avila, a deaf traveler, was stopped by a TSA official during a visit to the airport and was left without an interpreter for assistance.
When Avila arrived to the airport, he had completed a legal name change and brought all the documents necessary to prove the change: a government ID, stamped copy of the name change paperwork, the old ID and his Social Security card. Once Avila went through security, he was pulled aside by a TSA agent without an interpreter, according to the report.
The report states that after 20 minutes, Avila was allowed to clear the security checkpoint but was promptly detained again once crossing. After being detained, TSA agents took Avila's backpack and cellphone, which left him unable to communicate.
When Avila asked for his phone back, he told the Austin Monitor that "an agent 'put their finger in my face.'" After asking again for his phone after the initial ask, Avila was once again denied by agents. A fellow passenger saw the events and offered their phone to Avila, but was "rebuffed by the agents."
After more than hour, Avila had his possessions returned and was told the reason for the detainment was "policy." Avila was given only a comment card to file a formal complaint, which led him to post about it on social media.
According to the report, Chair Eugene Sepulveda saw Avila's social media post and the response from the airport that directed him to the TSA – airport officials do not supervise TSA agents, meaning a policy change would have to come from the TSA itself, not the airport.
Austin airport's Chief Operation Officer Ghizlane Badawi reached out to TSA to address the issue, the Austin Monitor report states, and the agency has since made changes to its internal processes as a result. Travelers with accessibility needs will now be directed through security in a "timely manner."