Tuesday, December 28, 2010

TSA vs The Patroit Pilot: Chris Liu Whistleblower Pilot

CNN today reported the on-going controversy between the Transportation Security Administration (TSA) and Chris Liu's (The Patriot Pilot) personal crusade to expose the nation's faulty airport security.

In response to Liu's claims that security at San Francisco International Airport (SFO) was a “farce”, the airport responded by (a) claiming that Chris Liu has presented “false and misleading information;" (b) clarifying that the door in Liu's video led only to an employee lunchroom and not the main airfield as Liu had suggested; and (c) stating that “San Francisco International Airport is proud to both an innovator and a trendsetter in aviation security," and that "SFO meets, and in many cases, exceeds every federal security requirement."

In responding to this potential crisis, the TSA appears to have adopted the standard twin crisis response strategies of (a) denying the existence of a crisis by “attacking the credibility” of Chris Liu; and (b) bolstering the organisation's reputation by “benchmarking SFO against federal requirements”.  Using comments posted on CNN's website in response to this article as a measure of effectiveness, it appears that the TSA's approach has been effective in containing this crisis.  Discontent with TSA, while present, appear to be a follow-on from their earlier poor handling of the enhanced pat-downs and full-body scanner image controversy.

Well done TSA!

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