Often1

You are correct. The GA does have a list, but presuming that the gate uses a gate reader, it will alert if an "uncleared" BP is presented. Same thing for UG's, DG's, seat changes and other inhibitors.

Nonetheless, in a pinch, the GA can access a list and clear it manually if someone needs that.

TuxTom

I think this is the crux of the issue right here. The United agent at check-in directed you to the screening location but the TSA agents did not appear to follow protocol here. Everything else after this from United is simply a response to an issue that they should never have had to deal with in the first place. It doesn't really matter what the agent in the club told you or whether or not you were escorted back to the security checkpoint, which seems to be where TSA wants to blame United. If two agents saw the SSSS on your passes and did nothing about it, all blame and compensation falls on them. Hopefully the tapes can prove this for you.

TBD

That's what I would have thought, but earlier in the thread we discussed that this process is manual - there's nothing to tell the system to reject an "uncleared" BP.

Agree. Further - you are under no obligation to accept any particular offer from the airline. You didn't need to accept the Red Roof Inn (don't blame you). The problem is that they didn't specifically offer or authorize the Marriott. So ... the airline's obligation will fall somewhere in between.

zdog2x

What credit card did you use to pay the taxes/fees on the award ticket? Check their travel interruption policies and you may get the hotel and any meals reimbursed. Most chase cards offer this.

I fly through Denver a lot and if I miss my flight home due to weather, I just book a room at the Westin, have a nice dinner and drink, get room service in the AM and get it all reimbursed.

dvs7310

This is precisely why SSSS is a pointless system. In the rare case I've had it in the past, I just give my carry-on bag to my travel partner and have them take it through security. Nothing in hand to screen makes SSSS fast and painless, but extremely pointless.

Often1

UA had no obligation to do anything here. The hotel was a customer service gesture authorized by the supervisor. OP could accept the gesture or not as he chose. One is always free to book and pay for whatever one wants.

sbjnyc

I expect UC agents to know what all codes on a boarding pass mean and not assume that all passengers do. If an airline wants to avoid this sort of situation a boarding pass should include something along the lines of "SSSS - this code means you need enhanced TSA screening before you can board this flight".

cfischer

Since per *A rules United must provide care to SAG customers on intercontinental itineraries regardless whether the situation was controllable or uncontrollable ... UA should send you a check for the hotel.

Often1

OP knew what the code meant. He, in fact, brought it to TSA's attention. TSA failed to "clear" the code and nothing short of a lengthy explanation on a smallish piece of paper would have solved the issue, e.g. "even if a TSA Officer tells you otherwise, you need to have your BP properly stamped before you will be permitted to board."

TSA screwed this one up. End of story.

Hopefully the Mods will move this out of the UA forum as it has zippo to do with UA.

Sykes

UA provided a hotel, which OP rejected. UA owes OP nothing, although I do think that there is a reasonable chance they'll get some sort of compensation anyway as a customer service gesture.

cfischer

Noted. That is why one has to walk away with that first 'no' and getting re-reimbursed. Depending how the PNR is annotated the OP has good chance of UA picking this up.

garykung

Not true. Most SSSS are random in nature. DHS TRIP will help only if SSSS happens most of the time.

Not true. Using my last SSSS experience, I was SSSSed for the first 2 segments, but not the last (the last was regular security).

While it is true that some UA's choices of hotels are not great, UA only pays for the hotel. UA does not actually operate the hotel. Blaming UA for everything isn't the solution.

But I do agree that dealing with insurance may have a better outcome.

Rule or no rule - UA provided the hotel and OP chose something else.

DCP2016

Glad you stood your ground and demanded UA stick you in F for the flight the next day, that was really sneaky and terrible of them to try and stick you in economy.

Unfortunately with the SSSS, the Toilet Safety Administration really doesn't know what to do when it comes to it, so passengers are the victims here.

tpwoofs

As a follow-up... Got up this morning and made sure to give extra time for the extra screening. The whole enhanced screening process is a joke. TSA went through all of my stuff, but barely looked at any of my wife's electronics. Typical TSA. We did file a complaint and they will review the tapes. The TSA supervisor did admit they screwed up. We were very polite as totally agreed this is not the fault of any front-line TSA employee.

I strongly disagree with this comment and hope this thread does not get moved. This is a TSA issue and a United issue. Yes, TSA screwed up, but United did as well. If I had not asked two separate United agents for guidance on the SSSS matter, this is only a TSA problem. The two United agents had no idea of what to do with SSSS. They were either not trained on SSSS or didn't care. The worst thing you can do is to give someone an answer that is based on no actual knowledge. All if you have to do, is tell the customer to wait while you call someone who knows the answer. This applies to any business.

As I have researched more on this matter, there have been a number of others who have had the same problem. And, clearly looking at the comments in this thread, there are some large misconceptions about SSSS. My wife and I didn't miss a funeral or our daughter's wedding. But what if someone else does? Granted, travel interruptions happen all the time due to all sorts of uncontrollable factors. In this case, one United employee just needed to make a call and ask a question. It would be very easy and within United's control to prevent this for happening again which I promise it will. Yet, I realize where I am and asking for this sort of basic customer service is asking for too much.

Thanks for the tips on the travel insurance aspect. I did book the tickets using a Chase United Club Card and have used the travel insurance through the card before. Good idea.

Hopefully this helps at least one future United passenger understand the SSSS process and avoid the same trap.

HNLbasedFlyer

Why should a United Agent know what to do or be trained on a TSA issue? At least to me, that seems like overkill. They don't control TSA issues or know TSA procedures.