Stansted Airport staff 'humiliated me by making me expose my stoma bag'
A disabled man says he was humiliated after Stansted Airport security staff forced him to lift up his T-shirt to reveal his stoma bag and poked it.
Wayne Smith, 50, from East London, said he was unhappy in the way a body search was carried out after going through the metal detectors and a subsequent screening process. Wayne had his bowel removed six years ago and also has a 'beachball-sized' hernia, which currently cannot be operated on due to other health issues. He said a young security staff member asked "what is that massive lump?" before forcing him to expose the hernia and pull down a disability belt to reveal the bag - used to collect waste following his colostomy operation.
Wayne said the worker poked both with his finger to determine they were 'genuine', after saying he had never heard of either condition. Stansted Airport has confirmed its security team managers investigated and has apologised to Wayne for "any lasting negative impressions caused". Wayne - who was travelling with his sister to Spain to visit his brother - also suffers from Ankylosing spondylitis - a type of arthritis that causes inflammation in the joints and ligaments of the spine, as well as affecting peripheral joints like the hips.
Wayne said he was forced to lift his shirt and pull down his disability belt (Wayne Smith)
Wayne claimed the security staff told him he did not know what a stoma bag was (Wayne Smith)He told the Mirror: "A young staff member pulled me to the side and then the trouble started. He said in a very rude and embarrassing way 'what is that massive lump?' under my jumper. I stated I am disabled and had my bowel removed so I am fitted with a stoma and have a huge hernia. He did not know what this was. At this point I was getting embarrassed.
"I started to lose my temper. I turned to him and I said, look, I s*** through my stomach, I’ve got no bowel whatsoever, which is where I go to the toilet. Then my world fell apart - he demanded I lift my T-shirt, to which exposed my disability belt for my stoma and hernia. He then asked me to remove the belt, to which I said no but at this point my mental health took a nosedive. I just pulled it down to show him. At this point he physically tapped my stoma and hernia.
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"I said 'enough now'. You haven’t had the decency to pull me to one side into a private room. I was left humiliated. It's taken me years to build up the courage to go and visit my brother because of my disability and my mental health, only to have this happen."
Wayne said the experience overshadowed his trip (Wayne Smith)Wayne said his trip to see his brother on on October 25 was overshadowed by the experience as he was worried the same thing would happen during his return journey. On coming back to the UK he submitted a complaint to Stansted bosses. A response from the airport's customer service feedback team, seen by the Mirror, said the security processes implemented, including selection for additional searches, are prescribed by the Department for Transport and Civil Aviation Authority.
The case manager went on to say: "Unfortunately, due to security restrictions, I am not able to share with you the exact specifications of our security procedures. However, I can explain the process customers can expect whilst being screened. When a requirement for a further search is triggered our Aviation Security Officer (ASO) should politely inform you that a further search is required to check the area highlighted by the screening equipment.
"Dependent on how the screening equipment triggers, a full or more localised manual body search would be undertaken. The search process may require you to adjust your clothing to allow the area to be viewed and to allow the ASO to continue with the body search process. From reviewing CCTV I can see you are asked by the Security Officer what is under your jumper, you then show your disability belt, and the officer looks to say you can put your jumper down. Please note a private search can be requested at any time, however they can take a little longer to arrange as they have to be completed in a private room with a manager present.
Stansted Airport has apologised to Wayne (Getty Images)"A visual inspection of the bag and the surrounding area is required, including a hand search of the clothing adjusted to expose the bag. We would then be required to undertake a check beneath the bag, on the unseen side which is lying against the body, however, the ASO should politely ask you to adjust/lift your stoma bag slightly, to assist the ASO in viewing the underside."
They added that they can "appreciate it can be disconcerting" to go through such a process and that "regular full training regarding body search techniques is provided" for all security and terminal customer service staff". They said: "I have passed all of your comments onto our Security Team Managers who will ensure your feedback is investigated as it enables us to understand the improvements that can be made to the service provided by ourselves or our partner organisations.
"In closing, I would like to offer my sincere apologies for any lasting negative impressions caused by your recent experience. I sincerely hope that my response has provided you with the reassurance that you require and hope to welcome you back to the airport for a positive customer experience in the future."
In a separate email to the Mirror, a Stansted spokesman said: "The search was fully in line with the correct process, and was completed in just a matter of seconds. And at the end of the check, the passenger gives the officer a double ‘thumbs up’ as they go on their way, clearly suggesting they were satisfied with what had taken place. A security team leader was also present at the location at the time. We would be more than happy to invite the passenger in to review the CCTV."
The Department for Transport and CAA did not respond when the Mirror reached out for comment.
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