‘Diaper-gate’ exposes flaw in TSA’s crisis communication

Why did it take the organization days to respond on social media to claims that it forced a 95-year-old woman to remove her diaper at Florida airport?

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It’s the most recent “Can You Believe What TSA Has Done This Time?” story.

But have you seen the TSA’s response?

On Saturday, Northwest Florida Daily News broke the news with a story about the incident. Other news outlets picked up the story and, according to a follow-up in Northwest Florida Daily News, the woman’s daughter, Jean Weber, became “one of the most sought-after women in America” by the media.

In a statement to CNN, issued on Sunday morning, the TSA denied the incident:

“While every person and item must be screened before entering the secure boarding area, TSA works with passengers to resolve security alarms in a respectful and sensitive manner. We have reviewed the circumstances involving this screening and determined that our officers acted professionally, according to proper procedure and did not require this passenger to remove an adult diaper.”

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