I could not disagree with you more. The TSA took the cane, not American Airlines. I don't see how that could possibly be their fault.
I guess each airport is different. But capabilities are the same. The Airlines work with TSA and vice versa. I can only blame the Airline because they actually could have taken the cain and checked it in for Mr. Chewbacca. Especially if Mr. Chewbacca needed it. THINK- PERSONAL WHEEL CHAIR. As a million-mile or high millage flyer for the Airline extra steps are typically taken to ensure a happy loyal client.
I was a CSA/PSA) we have had done this for our passengers: We have also denied it mainly if the passenger is already running late. But we did give them options. It all depended on timing mostly.
There has been times as a CSA or PSA that items couldnt get through TSA security check point. When conflict arised, TSA gave customer two options.
1. They confiscate the item.
2. Customer can go back to the check-in counter (time permitting) and check-in the Item. Some times it's possible even when check-in has closed.
Option #2 has happened more times than I could count. It's a pain or delay potential that airlines try to avoid. It may take retrieving the customers luggage (depending on the item).
TSA has on occasions escorted the customer to our counter! When customer arrives at my counter or my colleague's they typically say:
I bought this very expensive "Snow Globe" yesterday as a gift for my grand daughter in Budapest, I feared it would get damaged in the check-in luggage, If I had know I couldn't take it through security in my carry-on I would have put it in my Check-In luggage.
At this point we could TAKE THE EXTRA EFFORT depending on the circumstances:
1. Time permitting check item in for passenger and box/ wrap item for them and advise since it's a frigal item we will not be the airline will not be responsible if the item was to get damaged and they would sign the fragil or brok item liability release.
2. We also could ask if they want to miss this flight. And we retireve their baggage, and they can add it in their luggage and we can RE-check them in, with "snow-globe."
3. Depending on time till departure, and also how kind the passenger is also determines how much effort we put in! We have gone as far as coordinating with ramp agents and retrieving the bag, getting it back up to check-in area, adding the "Snow Globe" and Rechecking the baggage, and with TSA helping us to expedite the bagge to get scanned then our Ramp agent/coordinator getting it to the aircraft in time. On our side, we send the pax back to security and even escort them to the front of the line. If they don't have their baggage tag receipt. I personally have printed a new bag tag in the check-in area, then rushed to the gate area, to get the passenger their new tag! Even inside the plane while the pax is seated. It's called CUSTOMER SERVICE. Again it depends on circumstances and if we think were able without hurting other operations.
Last Resort solution for our Wealthy, Famous, VIP Client, Priority, Business, or Premium Card holder (Sky Team: Elite & Elite Plus, etc) clients, is that we would hold the item for them so that a representative can come pick it up.
TSA would not be in possession of that clients item. I've seen it. Client had some representative come to the airport later and pick up the item we held for them.
That's why I blame the airline here i.e., American..... A little effort for a famous person can save the airline a PR headache!
