TSA's new signs at 250 US airports all have the same complaints from passengers and employees

Biometrics is not a new concept, but its use by the Transportation Security Administration (TSA) across an increasing number of airports in the United States is causing mixed reactions. Facial recognition software is becoming the norm at many major U.S. airports (more than 250 so far, according to the TSA, with more on the way), and not every traveler is on board.

The signs alerting passengers to the TSA's biometric scan are, apparently, unclear, causing confusion and distrust among frequent travelers in some cases. Airport security can be stressful in itself, and now both TSA employees and travelers are sharing the same complaints about the use of somewhat invasive scans, the way they're communicated, and the process of opting out and not being allowed to (which, in 2025, sparked a whole investigation into the TSA by Congress).

Facial Scan Signs At Hundreds Of U.S. Airports Create A Pattern Of Complaints

The opinions about facial recognition software are overwhelmingly mixed. Even so, pressure from lawmakers is causing TSA and the U.S. Department of Homeland Security (DHS) to update airport technology, and biometrics seems to be the answer.

To communicate this gradually rolling-out addition at airports, passengers are increasingly seeing signs pop up at TSA checkpoints, which indicate that facial recognition is in process—but that passengers can also opt out if they so desire. Therein lies travelers', as well as some TSA employees', pattern of complaints; reportedly, those signs cause some confusion on both sides.

One TSA officer said that passengers often hand over their ID and avoid the camera, without informing them that they want to opt out of the facial scan.

"The most consistently annoying thing is people just assuming we know they want to opt out. Just walk up and say, 'I’d like to opt out of the photo,'" one person claiming to be a TSA employee wrote on Reddit.

Another officer complained about the same kind of interaction, where passengers seemingly expect them to "read their minds" instead of paying attention to the signs and following the instructions.

"I don’t care if people opt out, but when they expect me to read their minds and know that they want to opt out, that’s when it’s frustrating. Telling me 'no' without any context just stops the whole process. No to what? Giving me your ID/Passport? No to having an ID/Passport?," they wrote.

Another TSA officer offered a similar gripe regarding the facial recognition signs and passengers' lack of attention, stating, "I know my airport has a sign advising you ahead of time about opting out of the biometrics. If only people would read the signs while they’re walking through the line to get through security," one TSA officer said.

Typically, an officer asks the traveler to step in front of the camera, but some say they're told in a rude tone that they’d prefer to opt out, which could easily be avoided if travelers simply said so from the beginning.

"I don’t care when pax opt out, it’s the rude tone/attitude I get when I motion for them to stand in front of the camera. Pax can be a little bit nicer when saying no, but whatever," one TSA officer said.

Another agreed, writing, "Right? I really don't mind if you want to opt out, but PLEASE stop going silent, ignoring me, cursing at me over it, etc." One officer also lamented that passengers often stand in front of the camera and then complain they wanted to opt out after the photo is taken. However, TSA employee complaints aside, passengers have also expressed theirs, too.

Some travelers pointed out that some people may not be fully aware of how to opt out of facial recognition, and that TSA employees shouldn't treat them as "stupid for not knowing, or for asking to opt out at the last second when their facial scans have already been completed.

"I just think the employees should take that into consideration and not treat anyone unfamiliar with their specific process like they're stupid," one traveler said.

Meanwhile, just as TSA officers voiced frustration about passengers' rudeness, the latter aired their complaints about the former during facial recognition interactions as well. "The rudeness goes both ways. I have NEVER gotten a greeting from a TSA gatekeeper. Not a 'hello', 'good morning/afternoon/evening,' nothing," one traveler wrote.

Despite complaints about unclear signage (and not paying attention to them), along with rudeness from both sides, facial recognition is here to stay, and the aim is for more airports to incorporate it into their modernized systems. Not everyone is happy about it, though.

TSA Biometrics Are Optional, But Privacy Concerns Still Plague Travelers

Indeed, travelers are permitted to opt out of facial scans; many just don't know they're able to do so (or don't read the signs informing them they can skip the process if they just ask).

"The photo is optional. Your photo and personal data are deleted after your identity is verified. Images are not used for law enforcement, surveillance and not shared with other entities. Tell the officer if you do not want your photo taken. You will not lose your place in line," the TSA's website writes. Travelers do regularly exercise that right.

"I have opted out of getting my picture taken every time I've been through the TSA for the past 2 years. It's very easy, and it doesn't take any more time. Basically, they just say okay, stand away from the camera, and then they scan your ID. I don't want to give them more photos of my face. Pretty simple," one Reddit user says from personal experience.

While facial recognition scans are optional, it's still not always made clear to passengers (per their complaints about the process and the reportedly unclear signposts). This raises additional red flags, but there are others, notably regarding the accuracy of this particular technology.

Serious concerns are mounting about the lack of accuracy in biometrics; while the system is typically accurate, it's less so for people of color. And when it comes to airport security, there's little room for error, especially when a system is in place at the highest-volume airports in the U.S.

Privacy is another common point of contention. Amid increasing concerns of privacy, Senator Ed Markey is among several other representatives who feel that travelers can maintain their sense of personal safety without being subjected to facial scans. Protecting privacy is their priority, and it's raising doubts about the necessity of biometrics in airports.

Some of those who tentatively provide their picture particularly worry about their information being stored for longer than necessary. Most data is deleted after 24 hours, but this isn't guaranteed. However, travelers are pointing out that facial recognition is already being used in places most people wouldn't expect, and it's not all that different from using it for TSA checks.

"Unfortunately, we’re heading in the direction where facial recognition and biometrics will be the system of identification for security checks and boarding, meaning the facial scan onboarding biometrically matches the photo of you on record and is tied to your boarding pass. As for privacy and opt-in, we’ve got flock surveillance popping up across 5,000+ police departments and federal security agencies, so your facial recognition is complete before you even exit your Uber on the way into the departure terminal," a user on Reddit explained.

It's certain that facial recognition is only going to become more integrated everywhere, not just at airports, even with all the public backlash. But is it really to travelers' benefit, in light of concerns over privacy and ever-increasing public surveillance? From a TSA standpoint, there are clear advantages, which is why the rollout is showing no signs of stopping.

Why Facial Recognition Is Rolling Out At TSA Checkpoints Across The U.S.

Even though the TSA's facial recognition program has been ongoing since 2020, it's becoming increasingly routine at the country's busiest airports, given its evident success in speeding up security lines. In theory, facial recognition intends to make life easier for those passing through security checks—and for both TSA officers and passengers.

The software matches a traveler's facial scan with their ID in mere seconds, allowing them to pass through without additional checks, which keeps lines moving. If a traveler is flagged, a TSA officer steps in to conduct further security scrutiny.

The overall goal of the TSA's facial recognition is also to save time; in fact, facial scans reduce wait time to less than a minute. Over the course of thousands of travelers, this adds up significantly.

"Facial recognition, first and foremost, is much, much more accurate. And we've tested this extensively. So we know that it brings the accuracy level close to 100% from mid-80% with just a human looking at a facial match," former TSA Administrator David Pekoske told CBS.

Pekoske's claim that facial recognition scans can save up to a full minute at TSA is reassuring, although it may not reflect the same experience for every traveler. According to some travelers, facial scans have them in and out of security in ten seconds or less. But this relies on the biometric scan working at full capacity and accurately identifying and matching a passenger to their photo ID.

In the event a facial scan doesn't work properly, travelers can face additional security reviews, adding stress to an already tense part of the travel experience. This might cause delays for some passengers boarding, which in turn slows TSA checks overall. By the end of the check, travelers may still be screened by TSA staff.

As a result, a failed scan can cost a traveler precious minutes that could be spent pre-boarding. It comes down to the same level of accuracy as a roll of the dice, with similar complaints from both passengers and agents.

Ultimately, the problem with this technology is more than just signs and miscommunications over opting out. It's two-fold: Some passengers feel it's a violation of their personal safety, while TSA officers are feeling the brunt of the public's volatile reaction to the software and the way it's enforced.

In any case, passengers and TSA employees alike will have to adapt to the new systems that will continue to emerge at more U.S. airports as time goes by (and will undoubtedly keep on generating more complaints from both sides of the facial recognition cameras, of course).