MCO Airport Reviews Procedures After Traveler’s CBP Complaint

ORLANDO (Azat TV) – Orlando International Airport (MCO) has initiated a review of its operational and queue-management procedures following a formal complaint filed by a traveler alleging a hostile encounter with a U.S. Customs and Border Protection (CBP) officer. The chief executive officer of the Greater Orlando Aviation Authority (GOAA), Lance Lyttle, stated that the allegations were “concerning” and, if substantiated, would not align with the professional standards expected at the airport, prompting an immediate internal assessment and engagement with CBP leadership.

The incident, which occurred earlier this month, came to light after the unnamed traveler sent an email to Orange County Mayor Jerry Demings, who serves on GOAA’s board, detailing what they perceived as a “less-than favorable interaction” while attempting to re-enter the country at MCO. The email included a formal complaint outlining the alleged misconduct.

Traveler Details ‘Hostile’ CBP Encounter at MCO

According to the traveler’s complaint, after airport queue staff directed him and his girlfriend to a specific customs line, the CBP officer in question ‘immediately displayed hostility,’ stating that they ‘should not have approached.’ The complaint further described the officer’s behavior as ‘hostile, confrontational, and disproportionate to the situation.’ When the couple offered to return to the correct line, the officer allegedly ‘escalated further and stated that, ‘kicking us out of the line was within his power.”

During the subsequent questioning, the officer reportedly accused the man of ‘drinking the entire time’ he was out of the country. The traveler also claimed that the officer ‘directed inappropriate personal comments’ toward his girlfriend, inquiring ‘why she was not married to me and questioned why she was single.’ These alleged remarks have sparked significant concern regarding professional conduct and passenger treatment at a critical international gateway.

GOAA’s Response and Procedural Review

Upon receiving the complaint, Mayor Demings’ aide forwarded the details to GOAA CEO Lance Lyttle. A day later, Lyttle emailed Demings, calling the allegations “concerning” and emphasizing that such behavior “would not align with the professional standards that both GOAA and CBP expect at our airport.” Lyttle confirmed that GOAA would correspond with the acting Orlando CBP Port Director and formally request that the matter be reviewed through CBP’s internal processes, including an examination of available video footage and supervisory follow-up as deemed appropriate.

While GOAA does not possess direct authority over CBP personnel matters, Lyttle affirmed the airport’s commitment to engaging with CBP leadership. This engagement aims to “reinforce the importance of professionalism, respectful engagement, and a positive arrival experience for our international passengers.” Beyond inter-agency discussions, GOAA has also committed to reviewing its own operational and queue-management procedures. This internal review seeks to ensure that passenger instructions provided by airport personnel are “fully aligned with CBP lane protocols,” thereby preventing travelers from being placed in “conflicting or confusing situations.” Angela Starke, Senior Vice President of Public Affairs at MCO, reiterated that Lyttle’s email represents the airport’s official position. She highlighted GOAA’s continuous evaluation of processes and recent efforts to improve signage for better wayfinding, as well as the launch of the MCO TAG program to gather local resident feedback for an enhanced traveler journey.

CBP’s Stance and Broader Implications

As of late January 2026, U.S. Customs and Border Protection has not issued a public statement or responded to inquiries from local news outlets regarding the alleged incident. This lack of immediate comment leaves the federal agency’s perspective and the specifics of their internal review processes unconfirmed.

The incident at MCO underscores the complex interplay between federal agencies and local airport authorities in managing the international travel experience. Ensuring seamless and respectful processing for millions of passengers while upholding security standards remains a delicate balance. The GOAA’s proactive review of its procedures, alongside its call for a CBP investigation, signals a commitment to addressing passenger concerns and improving the overall professionalism of the arrival process at one of the nation’s busiest airports. The outcome of these reviews could lead to tangible changes in how passengers are guided and processed, ultimately aiming to mitigate future instances of alleged misconduct and enhance the traveler’s journey.

The ongoing review at MCO, prompted by a singular but severe complaint, highlights the critical role of institutional accountability in maintaining public trust and ensuring consistent standards of conduct across all entities operating within public spaces like international airports.