Clear Lane: A Clarification (and Apology)
We published a contribution from a reader last week complaining about inefficiency and bad signage at the new Clear security lanes at Dulles Airport -- a contribution that we've since learned was in error. The reader implied that he tried to use the Clear lane the weekend after it opened (and that's what we wrote in our intro to the item), when in fact he used it March 14 -- a week before the system officially opened. And apparently he was confused by signage that was meant for airline employees, not the traveling public. We regret publishing this misleading information.
The Clear lanes, if you haven't heard, are designed for frequent travelers who pay $128 a year for special treatment at the airport. After scanning their iris or fingerprint, they're allowed to use the specially designated lanes. They still have to go through TSA screenings, but special "concierges" help them with their luggage, shoes, etc., and speed them on their way. (Details: www.flyclear.com.)
We love getting ground-level feedback from our readers about the travel issues we cover -- it's a good reality check and a way to get a sense of what's really going on out there, beyond the glowing press releases. But it has to be accurate, folks. We'd love to hear from readers who've actually gone through the Clear lanes since they opened March 19. Were the concierges efficient and helpful? Did you save time? Do you think it's worth the annual fee?
By the way, if you read the earlier item but didn't see Clear CEO Steven Brill's response, here it is:
Mr. King's letter was not at all nasty. It was just misinformed. As I explained to Mr. King in my letter back to him -- which I sent the day I received his letter -- the morning he says he went to the Clear lane at Dulles was March 14. But that was five days before we officially opened the lanes! On March 14 we were simply testing the equipment intermittently, with no announcements to the public that we were open. In fact, Mr. King's one year membership in Clear did not begin until March 19. And, as I explained to him, starting on March 19 we were fully staffed beginning at 5:30 -- which is plenty of time for our members to get to a flight, like Mr. King's, leaving at 7:00am.
One more thing: This exchange is illustrates the down side of blogs. Once upon the time the Washington Post would have called me for comment about something like this and this mistaken account would not have been left unanswered. Then again, I'm glad to have the chance here to clear this up.
Posted by: Steven Brill, CEO Clear | March 28, 2008 12:11 PM
By K.C. Summers |
March 31, 2008; 1:22 PM ET
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K.C. Summers
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View or post comments
Posted by: h3 | March 31, 2008 1:59 PM
Posted by: Anonymous | March 31, 2008 2:27 PM
Here's an update from Stan King, who wrote the original Clear item:
Last week I reported on the missing concierge at the Fly Clear lane at the Dulles Airport. After returning from my Tampa trip and contacting the Fly Clear Trusted Traveler President Steve Brill I received a letter informing me that while he agreed with all of my complaints the problem with travel on March 14th was that the Fly Clear lane had not officially opened yet. Okay, I can accept that as an explanation as to why the concierge was missing in action, but why then was there no signage or communication at the airport to convey that information to the traveler?
In fact, as far as I could see by the signage, and through conversations with TSA agents, all indications were that the lane was open. Obviously this was incorrect, but why then was the planning so poor as to have all of the signage at the airport indicating that the resource as active and ready for business? Poor communication with the traveling public is exactly one of the major problems that the traveler has with the airlines. Fifty-plus years in business learning from mistakes have still not educated the airlines in the art of customer communication. Sadly it appears that the management and planning staff for this service has not improved on the mistakes of their predecessors.
I stand corrected, the lane was not open. But there was no way to determine that situation at the airport.
Stan H. King
Posted by: KC Summers | March 31, 2008 5:25 PM
I'm glad I didn't waste any righteous anger on that.
Posted by: Liz | March 31, 2008 6:43 PM
Stan King... you got an apology for *your* confusion. Did you read your paperwork or your start date on your membership. It seems you had to get in the last word about your horrible, terrible ordeal. Boo hoo.
Perhaps a private jet with a man standing with a clearly and correctly marked sign with STAN KING written on it would be best next time. Sheesh.
Posted by: Anonymous | April 4, 2008 1:31 AM
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Ooops. Why no link to the original post? Is it gone or corrected?