I Bet That Clear Is Going To Do Everything Wrong

I had a minor headache with the Clear security folks tonight at IAD (Dulles, near DC). I arrived at about 8:45pm, checked in, and proceeded to the Clear security line -- where I have paid money, filled forms, done biometric profiling -- with the expectation that I would rapidly move through the security check of my carry on bag, and person. But... the signage said that it would be open to 9:15pm (which I had checked on my last trip), but they were closed at 9:05pm.

I went to the website to give feedback: no feedback option. I clicked on Help -- although it looks like they need help, not me -- and found an option for email. But they had this ambiguous heading:

Clear, originally uploaded by Stowe Boyd.

What does that mean? Are they going to answer my question or not?

Still, I sent the following:

I arrived at IAD tonight at 8:45pm, checked in at Virgin Atlantic, and headed down to the Clear line, with posted hours of 9:15pm closing. Got there at 9:04. Closed. The people at the employee security line next to Clear said they closed at 9pm.

Totally unacceptable. If you are going to close at 9pm, post that. I would have arrived 10 mins earlier.

I expect a reimbursement for my fees, amortized relative to the number of times I use the service, if you are arbitrarily closed during operating hours.

I had to wait over 30 mins in the regular security line, plus the time going to and from the Clear line. Almost an hour more than I had expected.

Your response?

After sending that message, this appeared:

Clear, originally uploaded by Stowe Boyd.

What does that mean?

Getting the sense that email was not the best way to talk to clear, I called. I spoke with someone for a few seconds, and was immediately put on hold so that she could 'check with a supervisor'. She came back and said that the posted hours on the website have a closing at 9:15pm on weekdays and 9:00pm on weekends. I pointed out that the sign doesn't make that distinction, and that others might have been confused, like I was from seeing the sign.

I looked, and yes, there is a 9pm posted closing on the website"

Clear Dulles (IAD), originally uploaded by Stowe Boyd.

Apologies, So sorry. I suggested that instead of apologizing they should fix the sign. Yessir, so sorry sir.

We'll see. I will check what's on the sign when I return from Europe. But people should definitely ignore the signs, and look on the web, if this episode is any indicator.

Comments

[Moses Sena Kpetigo]

...This can not be done in certain parts of the world without putting yourself in any form of danger...This shows how US still remains a free country despite all the terror threats. I do hope this air of freedom would eventually spread to the rest of the world. http://twurl.nl/k5v6mv