"Got Feedback?"
As of today, passenger/airport communications will be turned on its head. We’ve read your comments on the blog regarding checkpoints not having comment cards. We’ve cringed when we read that you were asked for an ID in order to receive a comment card. We’ve seen the oftentimes weak boilerplate letters that go out to passengers from TSA.Well, in the spirit of striving for improvement today we’re launching the "Got Feedback?" program nationwide at all airports. We’re including a capability for passengers to contact us with very specific questions, comments, complaints, etc.
To get travelers attention, we are strategically placing “Got Feedback?” stickers in highly viewed areas on equipment and tables. The stickers contain the TSA Blog’s address.
When a passenger visits the blog, they’ll see a hyperlinked image of the “Got Feedback?” logo. After clicking on the image, the site will redirect to a map where you can click on the exact airport where you want to leave feedback.
After clicking on a specific airport, an e-mail form will open automatically addressed to that airport’s TSA Customer Support Manager. After submitting, the form will be delivered directly to the Customer Support Manager. The form will be similar to the comment cards that are currently in use.
Customer Support Managers will receive and respond to “Got Feedback?” e-mails for their airport. We are steering towards a more personal response rather than the cold, soulless response of a form letter.
The information the Customer Support Manager receives will be used to not only address concerns, but will also serve as content for local training and shift briefings directly with local TSOs and management.
As an alternative to leaving specific feedback with a Customer Support Managers, a link on the “Got Feedback?” page will be provided to the blog where passengers can also leave general feedback.
Many passengers have asked for a secret shopper type program and that’s basically what this is. We’re really excited about implementing it. We’re only as strong as our weakest link, and this will help us discover those links that need to be polished and repair them.
Got Feedback is not replacing the blog. It is simply allowing passengers to communicate directly with airport Customer Support Managers. Keep using the blog to discuss TSA-wide issues.
Edited at 1600 EDT to add: Coming Monday, look for the answers to your top 10 questions.
BobEoS Blog Team
Labels: Gripes and Grins
posted by Bob at
12:51 PM
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112 Comments:
Thanks for this development. It should be a helpful way to send information.
August 1, 2008 2:07 PM
Follow-up...
Though I just tried the link and it didn't load on my computer.
August 1, 2008 2:09 PM
I think this is a good step. I'm cautiously optimisitc. I guess we'll see what happens when things are filled out, if the responses are real (and acted upon) and if we see positive change at the checkpoint.
I really hope that there is someone real reading whatever is submitted. I've seen a lot of correspondence that shows that the original email wasn't even read ... more like a scanning tool picked out keywords and generated a response that had nothing to do with what was asked.
A couple things I noticed on the website that you may want to address:
The page is only showing partial encryption. Unfortunately, it doesn't show WHAT is being encrypted. For all anyone really knows, the map content is encrypted but the form isn't. I'd suggest encrypting the whole page to avoid the confusion. The blog submission form is encrypted.
I'm glad to see there's a privacy notice at the bottom of the screen, though it doesn't really come and say that it is. Might want to be a little more clear on that. Additionally, it says the collection ends on 8/31/2008. Is this just a one month trial or will it be updated to reflect an ongoing effort? Might want to look at that.
This can be a good step if you're really serious about this. My cautious optimism revolves around a lot of skepticism but I'm reserving judgment for now.
Robert
August 1, 2008 2:15 PM
That's probably a step in the right direction. It seems that the URI in your logo should be changed from www.tsa.gov/blog to www.tsa.gov/gotfeedback, although it might be useful to drop the cutesy dairy farmers slogan thing and just make it www.tsa.gov/feedback or tsa.gov/comments.
Also, to avoid confusion that is likely to travelers feeling the need to provide feedback, where has TSA published a list of all the rules and regulations that TSA will subject someone to if that person wishes to cross a U.S. Government checkpoint at an airport en route to the gate from which his domestic flight will depart? Please provide a URL or name of the government publication.
August 1, 2008 2:20 PM
OK. Seem good on the surface.
What struck me is that the feedback is apparently going to the wrong place.
I read this as saying it goes to the airport's customer service manager -- but does that person have any place at all in the TSA chain of command?
Unless the blog was unclear and the e-mail goes to the airport's TSA customer service manager.
The next questions I have deal with control.
-- What is to keep the person receiving these from deleting all the negative comments?
-- Who else will get copies of these e-mails?
Not that we don't trust you (we don't!) but there are great opportunities for pencil-whipping and for Kip to come out and say -- "...we received 12,000 comments last month and 99.83% were favorable" which they were once the unfavorable ones were deleted.
You guys still need to have an independent p[assenger ombudsman who canot be fired for telling you that the Emporor has no clothes (shoes or nipple rings).
August 1, 2008 2:23 PM
Bob & company ...
a) This sounds like a great idea; I'm glad you're pursuing it.
b) As long as you're going to be putting lots of signs up with the "Got Feedback" logo ... why not put a bunch of comment cards with them, too? While some of us send far too much time online, there are people for whom the effort to get to the online feedback form will be too high an obstacle.
I'm sure that you know that this online form is a supplement to written cards, not a replacement. But I certainly agree that this could be a useful supplement.
August 1, 2008 2:33 PM
Great but I still think we need a secret shopper program. I got dibs on the first flight to Hawaii.
I would like to see the emails go not only to the airport’s Customer Support Manager but CCed to a customer support office at the TSA. This way if the customer does not get a satisfactory response from the person in the field the issue can be easily escalated.
Blogger Bob, I would like to promote this on my blog, can you give me the url of the "Got Feedback" logo in full size? I would like to resize it myself to keep the image clean.
Thanks.
August 1, 2008 2:35 PM
Bob said...
Edited at 1410 EST to add: Coming Monday, look for the answers to your top 10 questions.
Thanks for the edit, Bob. Sorry so anxious, but knowing when the answers are coming helps :)
August 1, 2008 2:47 PM
I think this has the option to be a very good thing. It can let passengers get specific feedback directly to the location where their confusion or problems occurred. It will also allow the specific location to explain the procedure or to help alleviate the confusion. That being said, this is going to be a NIGHTMARE for the person assigned callbacks for larger airports!!! I hope the staffing measures will be examined closely before promising to get back to each and every passenger/customer about their comments or questions. This has the makings of a fantastic program will a lot of logistical problems. I hope the head shed will be able to staff accordingly in order to keep up with the demand. I like the idea quite a bit!
August 1, 2008 3:13 PM
That’s good to hear, I’d expect that there are a lot of people out their that didn’t/don’t know about this blog or the comment cards.
As kind of an off shoot to this I think it would be great to give each airport it’s own section so that commenter can post things (good and bad) for everyone to see.
-V.LD.
August 1, 2008 3:19 PM
Fantastic, Blogger Bob!
I had a feeling something was simmering in the background, and now we know what it was. :o)
One suggestion (if it is not already done) is to forward a copy of the input for the TSA CS Manager to the ORIGINATOR'S e-mail address also, so they can actually have a copy of the information they put in, complete with date stamp. (That helps accountability...)
Pleased to see the Top Ten are making it through the mill, too.
Take care,
Tom
August 1, 2008 3:21 PM
We are lucky here at GSO, we have comment boxes and forms at our checkpoints. It helps us to address things that seem to be a trend and to give recognition to our people that do well and have positive comments. I hope more airports place them at the exits or near the screening areas to give "less technically experienced people" the chance to participate in a similiar program.
August 1, 2008 3:28 PM
This is an interesting first step and like Robert Johnson I am cautiously optimistic. The practice of asking for a passengers ID when they request a comment card has a chilling effect. This is a first step in the right direction and a sign someone is listening to the feedback on this blog.
I also agree with Gunner, the e-mail should also go to some at TSA Headquarters so there is oversight. To insure that all issues are addressed and resolved as well as to make sure problems aren't swept under the rug.
One of the 5 or 6 six people who post here all the time.
August 1, 2008 3:30 PM
Thanks, I think this is a great step in the right direction!
August 1, 2008 3:31 PM
I like the concept, however;
If an incident happens at Airport "A" and I send the comment to Airport "A" Customer service why should I expect that facility to fully investigate and resolve the issue.
Complaints need to be reported one level of management above the Airport level. Keeping the issue in house will lead to problems.
Will the comment cards go away entirley?
TSA needs a Single Point Of Contact for customer issues. Right idea, poor execution.
August 1, 2008 3:33 PM
I've noticed that there are blogs for certain airports but not for all of them. I would like to see blogs for all the different airports to see what people are saying and how they compare. Thank you.
August 1, 2008 3:37 PM
One suggestion to make the form easier to use would be to standardize the naming of all the airports to have city first, then name. For example, I was looking for San Jose, CA (SJC) and didn't see it until I scanned through the list to see "Norman Y. Mineta San Jose Intl...." The Sonoma airport, on the other hand, is simply listed as "Sonoma County - Charles M. Schultz Airport." This seems the most logical way to list them.
And Burbank doesn't even have a city, only "Bob Hope Airport." If you didn't know that was the name, how would someone be able to use the form effectively? I'd think it should say "Burbank" or, if you have to, "Burbank - Bob Hope Airport."
August 1, 2008 4:21 PM
@Gunner said "What struck me is that the feedback is apparently going to the wrong place."
I had the same thought, but going through to the www.tsa.gov/blog site shows that TSA is doing the right thing. "After leaving your feedback, it will be emailed directly to the person in charge of TSA customer service at the airport for which you are commenting"
Bob, you might want to update the main article to clarify that the message goes to the TSA Customer Service people, not the airport Customer Service people.
Like many others, I'm cautiously optimistic that TSA is on the right track with this. Thanks!
August 1, 2008 4:32 PM
And, to put the damper on another of your 'its Friday here are some nice warm cookies' posting....
According to the Washington Post
http://www.washingtonpost.com/wp-srv/content/article/2008/08/01/laptops.html?hpid=topnews
Federal agents may take a traveler's laptop or other electronic device to an off-site location for an unspecified period of time without any suspicion of wrongdoing, as part of border search policies the Department of Homeland Security recently disclosed.
And you wonder why we are openly skeptical and frequently state our open distrust????
Yet another reason to never fly again!
August 1, 2008 6:16 PM
"And, to put the damper on another of your 'its Friday here are some nice warm cookies' posting....
According to the Washington Post
http://www.washingtonpost.com/wp-srv/content/article/2008/08/01/laptops.html?hpid=topnews
Federal agents may take a traveler's laptop or other electronic device to an off-site location for an unspecified period of time without any suspicion of wrongdoing, as part of border search policies the Department of Homeland Security recently disclosed.
And you wonder why we are openly skeptical and frequently state our open distrust????
Yet another reason to never fly again!"
Alarming post, but it's not TSA doing this. It's U.S. Customs and Border Protection and U.S. Immigration and Customs Enforcement.
August 1, 2008 6:38 PM
Quote from Anonymous: "Alarming post, but it's not TSA doing this. It's U.S. Customs and Border Protection and U.S. Immigration and Customs Enforcement."
True, but it's a sister agency under the DHS umbrella. What's the old saying about the apple not falling far from the tree?
Considering DHS's propensity for ignoring law and civil rights and TSA showing the same general disdain, skepticism is understandable.
Robert
August 1, 2008 7:13 PM
I applaud your decision to implement this feedback system. It will give travelers a means of expressing themselves, and will make them feel part of the process. It also may remove some of the animosity directed to the agents, as now passengers can express themselves to those that are in a position to possibly correct problem areas. I hope that it works out and makes a difference.
August 1, 2008 7:21 PM
Please remember that some people do not have access to the internet, or have accessibility issues that prevent them from using your website. Do not do away with paper cards, and please provide a toll-free number as well.
August 2, 2008 12:15 AM
The sticker does not even send them to the right place. It sends them to this blog. This thread is not going to be the top blog forever. What the heck?
August 2, 2008 3:57 AM
"Robert Johnson said...
Quote from Anonymous: "Alarming post, but it's not TSA doing this. It's U.S. Customs and Border Protection and U.S. Immigration and Customs Enforcement."
True, but it's a sister agency under the DHS umbrella. What's the old saying about the apple not falling far from the tree?
Considering DHS's propensity for ignoring law and civil rights and TSA showing the same general disdain, skepticism is understandable.
Robert"
Lumping together Customs and ICE, 2 agencies that have been largely competent and of which I haven't heard any abuses of power from these guys with the TSA just because they are part of the DHS... is unfair...
It's not fair to post this here, the TSA has enough grief about stuff that the TSA has done wrong.
August 2, 2008 8:43 AM
This seems like a very positive step.
My one concern would be with screeners who refuse to give passengers their names when requested, whether it be for a compliment or a complaint.
Screeners, on all levels, must be instructed to provide passengers with their name, not necessarily their full name, when asked.
August 2, 2008 1:01 PM
Two things:
We’ve cringed when we read that you were asked for an ID in order to receive a comment card.
Thank you for addressing this issue. Why was the policy of showing ID for obtaining a comment card enacted in the first place? Or was this just TSOs acting out of place? Clearly, the team behind the blog "cringed" when they heard that so why was it not nixed immediately?
Many passengers have asked for a secret shopper type program and that’s basically what this is.
I completely disagree. This is not basically like a secret shopper program at all. A friend of mine is a paid secret shopper for a third party contracted by a hotel chain. His job is to fly to random hotels within the chain and check in, rate the room, see if all the channels on the TV are working, checks out the bar to see if the bartender is doing his or her job, calls Housekeeping for extra pillows, etc.
He then writes up a substantial and detailed report that is then sent back to the hotel chain. The report is completely unbiased because it doesn't come from an actual paying customer (who may have an axe to grind) nor can it be dismissed by hotel management as just a complaint from a disgruntled customer.
That is a secret shopper program. The TSA doesn't have an independent person approaching various TSA check points in various airports and the writing up a "verbatim" of what he or she encountered and filing that report.
While I certainly applaud your efforts in addressing customer complaints, I am a bit concerned that without a bona fide secret shopper program this will simply devolve into a he said/she said situation where a customer complains that TSO Ricky was verbally abusive, Ricky says no he wasn't and that ends the conversation.
August 2, 2008 2:06 PM
@Anonymous: "Lumping together Customs and ICE, 2 agencies that have been largely competent and of which I haven't heard any abuses of power from these guys with the TSA just because they are part of the DHS... is unfair..."
First of all, I guess you haven't been reading the news about search and seizure of laptops, iPods, cell phones, even "pocket trash" that can occur at the whim of the agent simply because DHS feels like it can.
TSA lumps us all in with criminals and terrorists using the guilty until proven innocent mentality instead of innocent until proven guilty. It isn't exactly fair to the traveling public, of whom the vast majority doesn't have any terror or criminal element to them. If you want to talk about fair, let's fix that first.
Poor TSA. Boohoo. Pardon me if I don't have any sympathy.
August 2, 2008 10:20 PM
Abelard writes:
This is not basically like a secret shopper program at all. A friend of mine is a paid secret shopper [...] He then writes up a substantial and detailed report that is then sent back to the hotel chain. The report is completely unbiased because it doesn't come from an actual paying customer (who may have an axe to grind) nor can it be dismissed by hotel management as just a complaint from a disgruntled customer.
One of the problems, though, with mystery shoppers, is that the word usually gets out that the mystery shoppers are around ... and then the staff goes on their best behavior. (See this story for an example.) And, thus, the "mystery" somewhat disappears. (Kind of like how no one is supposed to be able to recognize the air marshals on a flight, except that lots of people do recognize them because of their behaviors ...)
I've read other anecdotal stories about mystery shoppers having their covers blown, specifically because they seemed to be paying a little too much attention to the staff.
Your points about professional mystery shoppers are all well-taken and valid ... and I hope TSA does some of this as well. But the advantage of this system is that, essentially, *all* of us can become mystery shoppers ... and no BDO can tell the difference, because our primary motivation isn't to shop, it's to get to our destination ...
August 2, 2008 11:11 PM
Still waiting to find out if the people who fixed the Las Vegas checkpoint line disaster will be recognized or rewarded for their solution.
Also would like an answer as to why the new TSA uniform for female TSO's seems to be a 'all women are the same size up top' design.
Feedback is a good idea, but how about we send all feedback in two directions, say to TSA Management and TSA local office.
August 3, 2008 12:52 AM
Secret shopper? Have the airlines question a selected passenger at the gate (if there is time) about the passenger's treatment at the hands of TSA. Give the passenger a meal certificate. Easy to do.
One of the regular 5-6 people who post.
August 3, 2008 10:23 AM
Anonymous said...
Still waiting to find out if the people who fixed the Las Vegas checkpoint line disaster will be recognized or rewarded for their solution
........................
I've been through the herd control a LAS several of times. Can you please tell us what has changed?
Thanks.
August 3, 2008 11:05 AM
Sandra wrote:
Screeners, on all levels, must be instructed to provide passengers with their name, not necessarily their full name, when asked.
To my knowledge, they were supposed to have already done that. It happened... oh, four years ago, I think. Now, granted, that might have just been a Huntsville thing - I didn't pay as much keen attention to the SDs and MDs and such back then as I do now - but we were instructed that if any passenger asked for our name for any reason, or for no reason at all, we're to give them the information listed on the nameplate on the right shirt pocket.
To be specific: firstname.serialnumber.
I'm kind of been surprised that most other places don't seem to be doing the same thing.
Anonymous wrote:
Still waiting to find out if the people who fixed the Las Vegas checkpoint line disaster will be recognized or rewarded for their solution.
Just out of curiosity, what exactly are you referring to there?
And, even without knowing what happened, I'm going to go out on a limb here and say no. TSA is just as shoddy about giving out the attaboys as they are about giving our wrist-slaps. Just like you have to do something monumentally wrong to have instant punishment brought down upon you, so too do you usually have to do something monumentally awesome to get a pat on the back.
Anonymous wrote:
Also would like an answer as to why the new TSA uniform for female TSO's seems to be a 'all women are the same size up top' design.
To be honest, I don't think it's just the new uniforms. I was under the impression that that's been the cut of the female shirt all along.
August 3, 2008 11:20 AM
In response to Phil "where has TSA published a list of all the rules and regulations that TSA will subject someone to if that person wishes to cross a U.S. Government checkpoint at an airport en route to the gate from which his domestic flight will depart?"
It's right on their website. Click "For travelers".
August 3, 2008 1:05 PM
Robert Johnson said
Alarming post, but it's not TSA doing this. It's U.S. Customs and Border Protection and U.S. Immigration and Customs Enforcement.
Sorry Robert (and thank you for being brave enough to identify yourself) but I take the big view that if it happens at the airport it is TSA's fault. And yes, that extends to getting run over by a Hertz shuttle bus.
After all, I am a criminal simply because I want to fly.
August 3, 2008 4:36 PM
Yet another Anononymous poster wrote...
In response to Phil "where has TSA published a list of all the rules and regulations that TSA will subject someone to if that person wishes to cross a U.S. Government checkpoint at an airport en route to the gate from which his domestic flight will depart?"
It's right on their website. Click "For travelers".
The information there is neither complete nor correct as has already been covered on this blog.
Actually, ALL of us are waiting for a legitimate answer to this question as it has direct application to our individual travels.
Hopefully this will be one of the Top Ten Questions and Answers that Blogger Bob hopes to answer tomorrow.
August 3, 2008 11:23 PM
Nice work, this will help a lot.
Next...something specific showing how the problems were addressed, specifically in terms of employee discipline or firings. If the misbehaviors are occurring in the public eye, the punishment needs to be also.
August 4, 2008 1:25 AM
heres my feedback. This is pointless and I think its worth another letter to my congressmen, my senators, and a few other relevant members of the DHS' congressional oversight.
the last 6 posts (aka the front page) contain a total of 14 EOS blogger posts. 12 from Bob 1 from Lynn and 1 from Nico. That compares to 948 comments from the gen pop. So your responses to comments make up 1.4% of the comments. Thats not really going to make a good way of working towards you purpose:
"The purpose of this blog is to facilitate an ongoing dialogue on innovations in security, technology and the checkpoint screening process."
Especially when you consider that several (by my judgement 7) of the comments provide no substance to the blog whatsoever. using that, would make the percentage... 0.7%.
When this started out, you actually madea few corrections to policies when they were pointed out. Whether that was an actual show of good faith or simply blowing smoke I can't really tell, but now we have 5 bloggers (should we even count Sterling?) and nothing except press releases. You want our feedback but consider it secret.
And before the creatures come out of the woodwork, Bob (and to a lesser extent et. al.) I think you probably are doing your best. Your simply cogs in a much large much more broken machine. The issue is the shoes. Heck scan my socks! the issue is that your amangment doesn't know their heads from their hind quarters. Theres a reason the DOJ, the FBI, and the CIA have always listened to career officers with experience and real knowledge. Unfortunately in the hacked together nature of your responses to threats, substantiated or not, just make the situation worse. The things your officers do on a daily basis regularly include retaliatory screenings (including of veterans and disabled children) This isn't a situation of a 'few bad apples' this is institutionalized negligence protected by simple laziness.
August 4, 2008 2:25 AM
Quote from Gunner: "Sorry Robert (and thank you for being brave enough to identify yourself) but I take the big view that if it happens at the airport it is TSA's fault. And yes, that extends to getting run over by a Hertz shuttle bus.
After all, I am a criminal simply because I want to fly."
I think you misquoted me, Gunner. That was me quoting the other poster, not me actually saying that.
I think I should have developed a sufficient enough of a reputation by now that I would be blasting something like that rather than saying that. :D
Robert
August 4, 2008 10:43 AM
One of the problems, though, with mystery shoppers, is that the word usually gets out that the mystery shoppers are around ... and then the staff goes on their best behavior.
I certainly understand that such a problem could present itself, but with a TSA check point, the speed is frenetic and unless everyone knows the "mystery shoppers" looks by heart they are going to have a tough time suddenly shaping up as this person goes through security.
In any event, I would rather take that small chance than rely on the Got Feedback program.
As I said, what is to prevent this from being a he said/she said?
August 4, 2008 12:47 PM
It's Monday.
August 4, 2008 1:12 PM
"My one concern would be with screeners who refuse to give passengers their names when requested, whether it be for a compliment or a complaint.
Screeners, on all levels, must be instructed to provide passengers with their name, not necessarily their full name, when asked."
We hcurrently have our first name and employee number on our nametags that we are required to wear at all times. With our new uniforms, we will have our last names listed on our nametags along with our employee number. If a TSO refuses to show you their nameplate or hides it from you, you can always ask another TSO or the supervisor.
August 4, 2008 2:07 PM
I think I should have developed a sufficient enough of a reputation by now that I would be blasting something like that rather than saying that. :D
Robert
You are correct.
I had my stupid hat on.
Forgive me for stupidly confusing you with a TSA apologist. I know better.
August 4, 2008 2:09 PM
Unfortunately, Rachel, quite often, in the real world, supervisors refuse to require a screener to give his/her name, nor will the supervisor provide his or her name to a passenger requesting such.
August 4, 2008 2:43 PM
BlognDog said...
It's Monday.
I predict Blogger Bob will post the answers at 4:59 pm. He will hit send and be out the door before the "Upload Successful" message appears.
I know it it was me I want a running start. "Gimme three steps, gimme three steps mister, give me three steps towards the door"
August 4, 2008 2:44 PM
Quote from TSO Rachel: "We hcurrently have our first name and employee number on our nametags that we are required to wear at all times. With our new uniforms, we will have our last names listed on our nametags along with our employee number. If a TSO refuses to show you their nameplate or hides it from you, you can always ask another TSO or the supervisor."
Problem comes when it's the supervisor that's refusing to give you their name/ID number. Additionally, some have attempted to hide their names. A friend of mine had to wait until the TSO let his guard down while pleading his case to the supervisor to get the TSO's name.
Robert
August 4, 2008 2:47 PM
Abelard writes:
As I said, what is to prevent this from being a he said/she said?
Actually, you still have this problem with mystery shoppers. Granted, mystery shoppers have a higher presumption of correctness, but it's still one person's word against another.
The thing that could possibly make this different from "he-said, she-said" is volume. One complaint registered regarding a particular airport screening experience might be a difference of opinion. A hundred complaints about the same airport experience carries significantly more weight.
August 4, 2008 3:15 PM
And it's 5 pm Eastern, without the "top 10" questions, or their answers, posted on the blog.
August 4, 2008 5:01 PM
Unfortunately, Rachel, quite often, in the real world, supervisors refuse to require a screener to give his/her name, nor will the supervisor provide his or her name to a passenger requesting such.
Which is exactly why an independent passenger ombudsman is a necessity.
August 4, 2008 5:56 PM
Blogndog wrote:
It's Monday.
Very well spotted.
It's also, I believe, the end of the business day. Where they at, Bob?
August 4, 2008 6:15 PM
One thing you folks should know about me and many others here at HQ is that we don't hit the door after our 8 hours are up. :)
I'm still here and answers to your questions are going up tonight.
Bob
EoS Blog Team
August 4, 2008 6:53 PM
Anonymous said...
And it's 5 pm Eastern, without the "top 10" questions, or their answers, posted on the blog.
If I miss my guess the delay is because Bob has to get officially sanctioned answers from the TSA powers that be. As we all know the wheels of bureaucracy can turn slowly. Even more so while you wait for the legal department to give final approval.
I think Bob is doing his best and its beyond his controi.
August 4, 2008 6:57 PM
so we're about 2 hours past close of business...guess no 10 questions today.
:(
August 4, 2008 6:58 PM
I suspect poor blogger Bob is not unlike an escaped convict on the run.
He has the dogs of war (the blogger community) nipping at his heels as he runs as fast as humanly possible.
And then he has the TSA management (legal/PR/Kipster/et al) giving him sound advice: Run left! Run right! Jump! Crawl! Hide there! No, there! Faster, faster, you fool, you fool! Tell them the truth! Lie! Make something up!
Bob...as one who has spent a good lifetime in mass communications, I don't envy you.
August 4, 2008 7:26 PM
@bob:
Thanks. I got with Lynn & Glen and both links now jive with the same and correct info.
"We recommend, but do not require, that your medications be labeled to assist with the screening process."
----------------
Bob, I've been posting this example contradiction repeatedly since way back in January or February when TSA TSO NY said unlabeled containers were prohibited. It is nice to see that you have finally made a change.
Still, the long time it took to make this small change doesn't give me much confidence in your "Got Feedback" program. How long until we can reliably carry a clearly recognizable battery pack with us?
August 5, 2008 1:24 PM
CrewPASS is a great service just wondering why it took 6 yrs too implement. Also as this will be implemented nation wide some things I've seen is get a bar code or card swipe that will read the pilots information on the badge speeding up the process. Also in order to keep crew Unity the flight attendants need to be added to crewPASS.
ALPA Pilot
August 5, 2008 3:27 PM
I heard that TSA employees are being given hour-and-a-half classes on how to care for their new badges that will be issued on September 11th, 2008. Why does it take so long between training and issuance of badges? Are they being forged on Mount Doom or something?
August 6, 2008 2:29 PM
Anonymous said...
I heard that TSA employees are being given hour-and-a-half classes on how to care for their new badges that will be issued on September 11th, 2008. Why does it take so long between training and issuance of badges? Are they being forged on Mount Doom or something?
No they weren’t forged on Mount Doom, I don’t think . . . If they were they’ve got a really good courier service because we’ve already taken delivery on them.
Here in LA we’ve got approximately 2200 uniformed personnel. We’re going to run classes of 50 people at a time, four or five times a day, for four days a week beginning on August 9th. The way we figure it, that will get the majority of our workforce trained by the end of August. We don’t want to have a more aggressive training schedule because, let’s face it, 50 people out of the screening functions and into a classroom at a time is going to be a little bit noticeable to the traveling public during the busy summer months. We’re OK with it being a ‘little bit noticeable’ but we don’t want to seriously impact screening efficiency or timeliness.
There will always be some training stragglers; those who are on vacation, those who are fulfilling military obligations, etc. The lag time between the end of August and September 11th will give us an opportunity to train some of them. Our Officers will be issued their badges on the same day they receive their training and we’re asking them to hang-on to the badges until September 11th because that’s the date we’ve chosen to change over from the old uniforms to the new. Since we won’t be done training until the beginning of September anyway, why not wait until September 11th when we can make the change-over on a day that so meaningful to so many of us?
Blondie
August 6, 2008 6:24 PM
Blondie wrote:
Our Officers will be issued their badges on the same day they receive their training and we’re asking them to hang-on to the badges until September 11th because that’s the date we’ve chosen to change over from the old uniforms to the new.
Pretty much the same deal here in Huntsville.
Dollars to pesos says that... oh... let's go with 1.5% of the entire screening corps manages to lose their badges at some point or another and gets terminated.
August 8, 2008 11:10 AM
THIS NEEDS TO BE READ BY ALL!!!!
I believe that as fellow Americans after 9/11 there should be a level of respect given to TSO‘s. They risk their lives every day to protect you, the traveling public. I think we should all remember that in our hurry to catch a flight we are selfish and cruel to the same people who; (along side a spectacular team of federal and non-federal agencies) keep you safe on very that flight. We have to be mindful of the fact that the lines are long for a number of reasons, usually numerous bag checks;(like that water you conveniently forgot . . . again) that causes irritation among passengers as well as TSO’s for having to divert attention to a minor security violation that could have easily avoided.
Pay attention! Be apart of the process and not against it in every airport. It’s not as hard as you’d like to make it. The lines move as fast as the passengers; meaning Reading Is Fundamental, simply put. Don’t say it wasn’t posted or you didn’t know ASK, READ and most importantly FOLLOW THROUGH. Maybe while we’re doing all this bashing we could point out how to make this situation better. Be Proactive.
Now as a TSO myself; I will not state that there is nothing to be improved upon; that would be a false statement. TSA has problems in the infrastructure that contributes to the lack of pride morale and overall disrespected and upsetting disposition of the base level at TSA.
Understand that this blog, although intended for passenger use alone; will undoubtedly rip at the seams, from daily entries from anonymous TSO’s afraid to state their name for sake of their careers.
When WE as Americans start to respect and understand each other on both sides; the understood fear of flight and worrisome nature of the endeavor, coupled with the stressful over worked, underpaid and underappreciated work force that is TSA, we begin to pave a new path where Americans are a active apart of securing their country and the TERRORIST stand out.
August 8, 2008 11:36 AM
Anonymous wrote...
believe that as fellow Americans after 9/11 there should be a level of respect given to TSO‘s. They risk their lives every day to protect you, the traveling public.
Whoa! They do WHAT? Are they in any more danger than the average traveler in the United States? No way. Heck, the passengers are in MUCH more danger - they get on the planes.
I spent my time in a War Zone many years ago, as our National Anthem says:
"O! thus be it ever, when freemen shall stand
Between their loved home and the war's desolation!"
...And some of my boys did not come back.
Those TSOs aren't throwing themselves in front of a bullet aimed at me, they aren't in any more danger than I, they are not risking their lives for their country as so many military veterans have and are still doing.
DO NOT try to falsely assign that honor to them.
Sorry, I didn't read the rest of what you wrote, you lost me right there.
Tom
RVN '69-70
August 8, 2008 5:15 PM
I believe that as fellow Americans after 9/11 there should be a level of respect given to TSO‘s.
Why? As an organization TSA walks all over the traveling public. Tell me of any TSA heroism. Tell me of a TSO who captured one terrorist. You get the respect you've earned. In the military I had to respect officers that I sometimes had an immense dislike for. At least there I had to respect the uniform, not the person.
They risk their lives every day to protect you, the traveling public.
Tell me when a TSO was injured on the job stopping a terrorist attack. Paper cuts don't count, nor do slipping on the floor while going for coffee.
I think we should all remember that in our hurry to catch a flight we are selfish and cruel to the same people who; (along side a spectacular team of federal and non-federal agencies) keep you safe on very that flight.
Selfish and cruel? Speak for yourself. I avoid any conversation and personal interactions with TSA not out of cruelness, but the same way you would avoid a neighborhood dog that lunges against the fence every time you walk by.
We have to be mindful of the fact that the lines are long for a number of reasons, usually numerous bag checks;(like that water you conveniently forgot . . . again) that causes irritation among passengers as well as TSO’s for having to divert attention to a minor security violation that could have easily avoided.
Long lines? Depends on where you're flying out of on that trip. Recently, my screening time is less than 10 minutes and that includes waiting in line. The liquids issue has never been a problem. Sure I would like to purchase 1L drinks at the same price for a .5L price you pay at the airport and bring them through without grief, but until TSA relents that won't happen.
Pay attention! Be apart of the process and not against it in every airport.
Go with the flow? Hahahahahahaha. I've got an axe to grind with TSA, its lack of accountability, half baked procedures, expanding into new roles while unable to perform their current jobs at a better than 50% effectiveness (red team test results), the way handicapped are dealt with (got first hand experience on that on), the way TSA nearly totally disregards the security of passenger's baggage, the war on both shoes and water, making sure that a passenger has valid ID (easily faked), and data mining on passengers.
Got to work somewhat on those things before you get the respect you seem to believe should automatically be given to you. Respect is earned. You haven't earned it.
August 8, 2008 6:02 PM
Got to work somewhat on those things before you get the respect you seem to believe should automatically be given to you. Respect is earned. You haven't earned it.
Miller said this.
And your absolutly right, so when you go through screening with the attitude that the person doing his job is less of a person than you because you don't happen to agree with the policy that he or she is entrusted to enforce, don't wonder why you don't get the respect that you feel you deserve. Simple treat people the way you want to be treated. I overheard a passenger call a TSO stupid today and another TSO politely informed the passenger that the TSO they were calling stupid was not only a TSO but he is currently serving in the Armed Forced and recently returned from tours of duty in both Iraq and Afghanastan. The passengers response was that stupid idiot. So for all of you that are blowing your own horn about your prior military service and those of you who forget who contributed for you to have the right to call someone stupid (freedom of speech)remember treat others the way you want to be treated.
Are there problems with some of the policies of TSA. Yes. But attacking the charater of the people who enforce those policies isn't the way to change them.
Tom RVN 69-70. I'm sure you felt good about your service time, otherwise you wouldn't bring it up. I can recall when the American people didn't support you or the rest of the Vets from that era. It probably didn't make you feel good then, so imagine what you are doing to the people of TSA who are following orders from their superiors. I know someone is going to say that these TSOs are making thir own rules as they go and not following orders. But the fact of the matter is that their rules are set for inconsistencies for a reason that I don't beleive I'm authorized to go into. So all I and the rest of the TSOs ask is cut us a break. Your greivence is with the law makers not us.
August 8, 2008 10:16 PM
Tomas wrote: "The information there is neither complete nor correct as has already been covered on this blog."
How is that information not correct or complete? I just had my 10 year old read it and she understood. For example: no id= additional screening. It also states in several places that if you do not comply with Security Officers, you will not be allowed to board your flight.
August 10, 2008 5:55 PM
@anonymous: "So all I and the rest of the TSOs ask is cut us a break. Your greivence is with the law makers not us."
My grievance with you TSOs is that you don't push back against your idiot management. If they give you an x-ray tool that can't tell the difference between a snow-globe and a grenade and you pretend it is effective, you're just putting in time and pulling in paychecks while sniffing shoes. You are not "evolving security". Saying "just following orders" from idiot management and CYA lawmakers doesn't earn you any respect.
August 11, 2008 5:02 PM
And your absolutly right, so when you go through screening with the attitude that the person doing his job is less of a person than you because you don't happen to agree with the policy that he or she is entrusted to enforce, don't wonder why you don't get the respect that you feel you deserve.
Respect from TSA? You've got to be kidding. I want from TSA is to resecure my baggage so it all arrives intact. I've come to expect from most TSOs is grief coupled with more grief. I don't expect either my luggage nor my person to be treated with anything that resembles common courtesy.
August 11, 2008 9:57 PM
Do TSA personnel wear large easy to read identification numbers? Submitting feedback that says "some guy was rude" won't necessarily help the problem... If I'm able to say Boston TSA agent 1234 did this to me, it would be a lot more effective...
August 13, 2008 4:35 PM
I really like the idea of passengers being able to leave feedback that will get directly to the managers of the specific airport they have traveled through. Is there any way others can read the different comments left? We would love to see how our airport in SGU is doing. We always try and be friendly to all our passengers.
August 14, 2008 10:13 AM
What I can't understand is why some airports require passengers to remove their shoes, some only "recommend" it, and others do neither (they let you walk through with your shoes still on). Why would there be a difference in policy? Also, if an Xray can detect problems with shoes, why wouldn't the Xray be able to detect the problem while the shoe is still on the person?
August 18, 2008 12:19 AM
Someone anonymously wrote:
"What I can't understand is why some airports require passengers to remove their shoes, some only "recommend" it, and others do neither (they let you walk through with your shoes still on). Why would there be a difference in policy?"
Good question. Here's another, the answer to which could help clear all this up:
Where has TSA published a list of all the rules and regulations that TSA will subject someone to if that person wishes to cross a U.S. Government checkpoint at an airport en route to the gate from which his domestic flight will depart, not including laws that the person is required to abide by outside of the airport checkpoint (i.e., just those rules and regulations that apply only at the checkpoint). Please provide a URL or name of the government publication.
Surely there's a simple answer to this. We require every air traveler to follow certain rules in addition to normal law that people are required to abide by at all times. Where have we published those rules so that travelers can make themselves familiar with them in order to comply?
August 18, 2008 1:37 PM
Anonymous said...
What I can't understand is why some airports require passengers to remove their shoes, some only "recommend" it, and others do neither (they let you walk through with your shoes still on). Why would there be a difference in policy? Also, if an Xray can detect problems with shoes, why wouldn't the Xray be able to detect the problem while the shoe is still on the person?
August 18, 2008 12:19 AM
Without sounding to harsh, they would be able to if you want to ride the conveyor belt through the x-ray machine, but I would recommend against that.
August 19, 2008 12:31 PM
Please tell us about the aircraft ORD TSOs damaged, about who will pay for the repairs, and what are the consequences for a TSO who damages an aircraft.
August 19, 2008 7:13 PM
I had a hip replacement in Feb '07 and therefore I'm searched each time I go through security. (This is the same for knees I'm sure)Depending on the TSA inspector and airport this can be an uneventful or highly invasive/demeaning procedure. Can this process be modified (and standardized)so that the passenger is issued a "frequent traveler" ID that shows where the implant occured and eliminate the pat/rub-down phase of the search, This is real problem for me and I'm 61. I can't imagiine how difficult it must be for much older persons.
September 4, 2008 4:46 PM
As a passenger who has been traveling for years, in these last few years I have dread the idea of going through security checks because of the long lines and most times unpleasant agents. Just a few inutes ago, I had the pleasure of encountering the agents at the Fort Lauderdale Airport flying with Delta. All the agents were really accomadating and the process was made almost seemless. A real standout among the TSA's was David Peskin. He took the time to carefully explain the process and made me both comfortable and almost happy to have been going through the process for a change; I remember just smiling through the whole thing as I thought how much this had made my travel experience that much better. I took the me to write this even before I boarded my flight because as a young man who has worked with Northwest Airlines and Enterprise Rent-a-car both of which are huge on customer service, I feel it necessary to herald excellent customer because those experiences are few and far between. To the supervisors of Mr. Peskin I say, you have in him an awesome employee that needs to be cherished. It is my hope that in the future my experience in traveling will be as pleasant as the one I had today. GO DAVID, GO TSA'S!!!!
September 6, 2008 12:44 PM
to those that keep asking for a link on how to prepare for travel and what the rules are, surf around TSA.gov for a few minutes. the answers are there. my 10 year old can find what you're looking for so i'm sure you can, too.
i have a feeling you'd rather just complain than actually get an answer to your questions.
September 22, 2008 1:02 PM
Someone anonymously wrote:
"to those that keep asking for a link on how to prepare for travel and what the rules are, surf around TSA.gov for a few minutes. the answers are there. my 10 year old can find what you're looking for so i'm sure you can, too."
Sir or madam, if you spend a few minutes reading comments on this blog, you'll find that we're not asking for tips for travelers, suggestions on how to pack our bags, hints, clues, guidelines, or press releases. We're not asking to see TSA's super-secret procedures (those that thousands of lowest-level-of-TSA airport security guards who turn over at a rate of somewhere around 25% per year, are allowed to see), not the entire TSA "guidelines for travelers" page, the entire TSA Web site (filled, as noted here and acknowledged by EoS staff with inconsistencies and inaccuracies), the entire U.S. Government Web, or the whole Internet -- just a list of the rules TSA imposes on travelers at a U.S. Government airport checkpoint.
What we have specifically asked is, where TSA has published a list of all the rules and regulations that TSA will subject someone to if that person wishes to cross a U.S. Government checkpoint at an airport en route to the gate from which his domestic flight will depart, not including laws that the person is required to abide by outside of the airport checkpoint (i.e., just those rules and regulations that apply specifically at the checkpoint). Please provide a URL or name of the government publication.
We've since found that the answer is, "TSA has not published such a list of rules. TSA would rather keep you guessing. Whether your freedom of movement will be restricted on any given day is left up to airport security. You may not read the rules that TSA requires you to follow."
September 22, 2008 3:04 PM
phil-
if you want to know what you will have to do to go through a checkpoint, here is what TSA.gov says with the URL to follow:
At the passenger security checkpoint, you will place all carry-on baggage and any items you are carrying with you on the belt of the X-ray machine. You will need to lay all items flat.
NOTE: TSA will screen any carry-on baggage that will fit through the X-ray machine, however, it is up to each individual air carrier as to whether the baggage fits the size restrictions for your flight. Please check with the air carrier prior to proceeding through the security checkpoints.
Laptop computers and video cameras with cassettes must be removed from their carrying cases and placed in one of the bins provided. You will also need to remove your coat, jacket, suit jacket or blazer and place it in one of the bins. These items go through the X-ray machine.
"IN - OUT - OFF"
Place all metal items IN your carry-on baggage before you reach the front of the line.
Take your computer and video cameras with cassettes OUT of their carrying case and place it in one of the bins provided.
Take OFF your coat or jacket so that it can go through the X-ray machine. This includes, but is not limited to, trench coats, heavy winter coats, suit jackets, sport coats, and blazers.
TSA Shoe Screening Policy
You ARE REQUIRED to remove your shoes before you enter the walk-through metal detector. All types of footwear must be screened, if you do not follow the Security Officers you will not be able to board your flight.
TIP: Since a thorough screening includes X-ray inspection of footwear, wearing footwear that is easily removable helps to speed you through the screening process.
Step 2. Walk-through metal detector
You will next walk through a metal detector, (or you may request a pat-down inspection instead). Objects on your clothing or person containing metal may set off the alarm on the metal detector.
You will undergo additional screening if you set off the alarm on the metal detector, or if you are chosen for additional screening. (See below)
TIP: Pack all metal items, including the contents of your pockets, in your carry-on baggage. Mobile phones, pagers, keys, and loose change are examples of items containing metal.
Step 3. Additional screening
Additional screening occurs when an individual sets off the alarm on the metal detector, or if he or she is selected for the additional screening. This screening includes a hand-wand inspection in conjunction with a pat-down inspection that includes the torso.
If you must go through additional screening, the screener will direct you from the metal detector to a screening station where he or she will brief you on the next steps.
At this time, you should let the screener know of any personal needs you may have due to a religious or cultural consideration, disability, or other medical concern.
Except in extraordinary circumstances, a screener of your gender will conduct your additional screening. You may request that your search be conducted in private.
While you will be separated from your carry-on baggage during this process, every effort will be made to help you maintain visual contact with your carry-ons.
Hand-Wand Inspection
The hand-wand inspection helps the screener to identify what may have set off the alarm on the metal detector.
During the wanding procedure, you will be asked to stand with your feet apart and the screener will pass the wand over your entire body without actually touching you with the wand. Every effort will be taken to do this as discretely as possible. Please take note of the following:
Areas of the body that have body piercings, thick hair, hats, and other items may require a pat-down inspection.
You may ask to remove your body piercing in private as an alternative to the pat-down search that includes the torso.
The screener may ask you to open your belt buckle as part of the process.
The screener may ask you to remove your shoes, and your shoes may be X-rayed separately.
TIP: It is recommended (but not a requirement) that individuals with a pacemaker, or other device that is likely to alarm the metal detector, bring identification verifying the condition. This may help to expedite the screening process.
Carry-On Baggage
If your bag is selected for additional screening, it may be opened and examined on a table in your presence. Please DO NOT attempt to assist the Security Officer during the search, and do not attempt to retrieve the item before the Security Officer has advised you that the search is complete and your baggage is cleared.
Your baggage might also be inspected with an Explosive Trace Detection machine (ETD), which is separate from the X-ray machine.
Pat-Down Inspection
A pat-down inspection complements the hand-wand inspection. In order to ensure security, this inspection may include sensitive areas of the body. Security Officers are rigorously trained to maintain the highest levels of professionalism. You may request that your pat-down inspection be conducted in private.
http://www.tsa.gov/travelers/airtravel/assistant/editorial_1049.shtm
The law you request can be found here:
http://www.tsa.gov/research/laws/law_regulation_rule_0010.shtm
On November 19, 2001 the President signed into law the Aviation and Transportation Security Act (ATSA) which among other things established our agency, the Transportation Security Administration, within the Department of Transportation. This Act established a series of challenging but critically important milestones toward achieving a secure air travel system. Chapters 401 - 501 of this document contains the portion of Title 49 of the U.S. Code concerning aviation programs. Title 49 U.S.C. Chapters 401-501.
So, as you see, TSA has published this. It took me more time copying and pasting than finding the information on their website.
September 27, 2008 7:51 PM
Phil,
By the way, TSA employees go through the same background checks as the military (SF86). Are you saying the military folks also have poor background checks? And their attrition rates, according to the department of labor, are about 14% compared to most company averages of about 25%.
September 27, 2008 7:59 PM
I thought you would be interested in knowing that I began blogging initially because I needed an avenue to vent my frustrations with the TSA. My very first blog post expressed some of those frustrations resulting from agents that seemed to delight in excercising 'Nazi' tactics in performing their jobs. Obviously this is not applicable to all TSA agents. I wonder if you'll post the attached link.
http://jthelmsdeep.blogspot.com/2007/03/tsa-malady-i-rue-day-terrorists.html
October 6, 2008 7:00 AM
Newark Airport screener accused of stealing electronics from luggage
by Jeff Whelan/The Star-Ledger
Tuesday October 07, 2008, 6:17 PM
As a screener at Newark Liberty International Airport, Pythias Brown was supposed to keep deadly objects off airplanes. But for the past year, authorities allege, Brown has been swiping electronic equipment from luggage of the passengers he was supposed to protect.
A laptop here, a cell phone there. Within months, he had snatched more than 100 items, authorities say.
But this summer, Brown got too ambitious for his own good, allegedly stealing a $47,900 camera from an HBO crew and a camcorder from a CNN employee, authorities said.
Let's see over 100 items stolen from passenger's luggage. Tried to sell a camera for $47,900 on ebay and he's been doing this for over a year? So DHS how is this protecting the flying public? Why was this allowed to happen? Why does his supervisor still have a job? Who is responsible for this situation and why hasn't it been fixed?
October 7, 2008 8:23 PM
I think that the last couple of articles that Bob has posted points to a significant problem;
"TSA has an image problem in the eyes of the public".
I know some would not agree but I think the vast majority that participates here would agree with my statement.
If the statement is true (perceived or real) then the next questions I see are these;
Who is responsible for correcting the image problem?
The public?
TSA?
As a member of the public I see no tools that I can use to improve TSA's image. So in my opinion it is up to TSA to understand the problems and apply corrective action.
My opinion once again is that TSA is unwilling or just doesn't care what the public thinks. I really believe that this is the root of the problem.
TSA should halt rolling out any new programs until these core issues are resolved.
TSA must re-learn how to do the basics including interacting in a favorable manner with the public.
Currently. the vast majority of travelers do not think the security steps used at TSA checkpoints improve our safety.
The shoe carival and war on water are perfect examples. TSA had the puffers that were suppose to detect certain items yet retired these machines. Systems also exist that can detect problems with liquids as seen in Japan.
TSA employees do not know or apply different screening standards, such as the supervisor that confiscated gel packs used to keep breast milk cold. The stories just keep coming in from the public yet nothing visable has been done to stop this abuse.
Mistreating the elderly, the handicapped, children or anyone else for that matter just is not acceptable.
Reports of these continuing issues are a direct result of poor management and supervision. Senior management has to get out of the offices and observe what is happening at their facilities.
You TSO's may disagree with my thoughts but I suspect if you asked every traveler what they thought of these remarks most would agree.
Finally, the recent uniform changes in my opinion have added to the negative opinion of the public. Your not cops and should not try to present yourselves in that manner.
October 10, 2008 12:20 PM
I think that the last couple of articles that Bob has posted points to a significant problem;
"TSA has an image problem in the eyes of the public".
I know some would not agree but I think the vast majority that participates here would agree with my statement.
If the statement is true (perceived or real) then the next questions I see are these;
Who is responsible for correcting the image problem?
The public?
TSA?
100% accurate and you pin the responsibility on those whose should already be fixing the problem. Thank you.
October 10, 2008 6:16 PM
I sincerely hope I'm but the first-of-many to submit a link to this article from The Atlantic Monthly...
Airport Security article
Tom (1 of 5-6)
October 17, 2008 8:33 PM
Any comments on the incident where TSA required a woman to remove her medical brace, and now has two fractured ankles?
October 21, 2008 1:03 PM
Got feedback? Sure do. Was at the Erie, Pa airport this morning to travel. Bag gets xrayed, opened things removed, shut, latched, and re-xrayed. Nothing wrong with that you say and I would agree except for the fact that the TSO shut the lid on a network cable I carry for troubleshooting purposes. Now have a crushed cable. Was told to contact TSA and to file a claim. That doesn't do me much good when I need the cable. Going to buy a replacement. TSOs do need to pay better attention when handling passengers luggage that they don't damage the goods.
October 23, 2008 5:45 AM
I find it reprehensible that travelers cannot "joke around" about weapons and such, but the TSA agents that I just overheard as I was going through security were joking about airplane crashes. How disgusting!
October 23, 2008 1:46 PM
If you are angry and wish to complain about the TSA I would suggest to any American to go to YouTube and type this phrase into the search engine. (The Falling Man: World Trade Center Horrors)
This video is so upsetting to watch and so moving in my heart, as an American, it just boggles my mind how quickly American's have become complacent over 9/11 and should be reminded of the threat we are still up against.
The saying, "In time, we all forget..," describes anyone that comes to the checkpoint with anger towards the great American people that work for the TSA and do their job every day.
The info that is not released to let you know the WHY in all your questions is info that the terrorists would use counter our ways of protecting you.
So before questioning why, try giving some credit for what we do, and a little respect. You will get it back with a smile.
I am your neighbor, your best friend's daughter, your school teacher's son, your son's girlfriend, your bosses mother, your cousin's father, and I am a fellow American that lives close to you. I am TSA!
October 26, 2008 11:14 PM
Went through Ft Lauderdale Airport today. I carry a laptop and CPap machine so it is always a bit difficult to collect my items at the end: keep them together and not get them knocked off the conveyor at the end while the agent is testing my Cpap.
for the first time ever the agent, Carmel? asked if I'd like help carrying my stuff to the side so I could put it all together without fear of stuff getting knocked around.
This guy was fabulous and all agents should be trained to help like this. He should receive a commendation.
October 30, 2008 12:05 AM
If you are angry and wish to complain about the TSA I would suggest to any American to go to YouTube and type this phrase into the search engine. (The Falling Man: World Trade Center Horrors)
Where to begin? That was on 9/11. How many terrorists have you, personally arrested? Hundreds? Tens? Zero? How many acts of terrorism have you personally stopped? Thousands? Hundreds? Tens? Zero?
You play on emotions while having done nothing in the war on terrorism.
This video is so upsetting to watch and so moving in my heart, as an American, it just boggles my mind how quickly American's have become complacent over 9/11 and should be reminded of the threat we are still up against.
Not complacent. Not at all. Just fed up with the actors in the security theater.
The saying, "In time, we all forget..," describes anyone that comes to the checkpoint with anger towards the great American people that work for the TSA and do their job every day.
Yep harassing the elderly, infirm, children sure is professional. Stealing from luggage sure is professional. Taking medications sure is professional.
Not passing your red team tests sure isn't professional.
The info that is not released to let you know the WHY in all your questions is info that the terrorists would use counter our ways of protecting you.
Clue: The terrorists know your job better than you do. They have a copy of your SOP newer than the one you supervisor has.
So before questioning why, try giving some credit for what we do, and a little respect. You will get it back with a smile.
Respect? HAHAHAAHAHAHAAHAHAAHAHA
You get what you've earned. Don't like what you've earned? Change your behavior.
I am your neighbor, your best friend's daughter, your school teacher's son, your son's girlfriend, your bosses mother, your cousin's father, and I am a fellow American that lives close to you. I am TSA!
You are a bully. You practice medicine without a license. You are a thief. You are a liar. You waste tax payer dollars.
October 31, 2008 1:19 PM
So before questioning why, try giving some credit for what we do, and a little respect. You will get it back with a smile.
I am your neighbor, your best friend's daughter, your school teacher's son, your son's girlfriend, your bosses mother, your cousin's father, and I am a fellow American that lives close to you. I am TSA!
October 26, 2008 11:14 PM
Show some evidence that what TSA is doing would stop another attack by terrorist.
The 9/11 terrorist played by the rules in force at the time. Do you really think they are so dumb as to not find weaknesses in todays procedures?
TSA fails red team testing, reporters have proven that TSO's cannot catch all contraband and the war on shoes and liquids just make TSO's expemd time on harmless items while dangerous things go undetected.
Cargo is still not fully inspected.
Airport employess enter ramp and operational areas without screening.
TSA employess are not screened.
Baggage is not secure after being cleared by TSO's if anything is left after TSO sticky fingers get done.
With this many security holes the rest of TSA's efforts is just a waste of time.
October 31, 2008 2:12 PM
I'm tired of your under educated, arrogant and control freak employees treating the general public like sheep. Your organization is an insult to freedom. Your policies make no logical sense, you waste everyone's time, you have no sense of humor and you waste countless taxpayer dollars with your staffing and all the items you've "taken illegally". I constantly hear your employees bragging about how many people they've harassed that day, they talk about people as if they were objects and none of them is ever courteous.
November 1, 2008 7:41 AM
How do you know that airport employees are not screened before entering the ramp area? TSO's ARE screened. And finally how do you know that cargo is not fully screened? Don't post things you know nothing about.
November 2, 2008 7:49 AM
"Clue: The terrorists know your job better than you do. They have a copy of your SOP newer than the one you supervisor has."
Are you a terrorist? How do YOU know that they have a copy of the SOP?
"Yep harassing the elderly, infirm, children sure is professional. Stealing from luggage sure is professional. Taking medications sure is professional."
What does a terrorist look like? I'm not saying that elderly and children are terrorists, just that you do not know the circumstances for them getting extra screening. It could be for many reasons. Metal implants for one.
"Where to begin? That was on 9/11. How many terrorists have you, personally arrested? Hundreds? Tens? Zero? How many acts of terrorism have you personally stopped? Thousands? Hundreds? Tens? Zero?"
What does a terrorist look like? Do YOU know what the definition of 'terrorisim' is? Look it up. TSA may have stopped many terrorist attacts. No body will ever know because the bad people were unsuccessfull.
Think about it! If you had a choice to fly on a plane where no body was screened or fly on a plane where everyone was screened, which one would you choose?
You are not being forced to fly. If you do not like the screening process, DON'T FLY!
November 2, 2008 8:00 AM
Think about it! If you had a choice to fly on a plane where no body was screened or fly on a plane where everyone was screened, which one would you choose?
Unscreened by far.
You are not being forced to fly. If you do not like the screening process, DON'T FLY!
Part of my job. A very, very unpleasant part of my job. Now that TSA butts into train and bus travel as well those aren't even options.
November 3, 2008 1:56 PM
"Clue: The terrorists know your job better than you do. They have a copy of your SOP newer than the one you supervisor has."
Are you a terrorist? How do YOU know that they have a copy of the SOP?
The way your organization is mismanaged it stands to reason that everything you produce as to classified information is on the streets sooner rather than later to the bad guys.
November 3, 2008 1:58 PM
Anonymous said...
How do you know that airport employees are not screened before entering the ramp area? TSO's ARE screened. And finally how do you know that cargo is not fully screened? Don't post things you know nothing about.
November 2, 2008 7:49 AM
Fact, all cargo is not screened!
Fact, airport employess are subject to random screening!
Fact, TSA recently decided that it was a waste of time to screen TSO's! TSO's are subject to random screening!
Please show me anything that contradics what I have posted.
I don't think you can!
November 3, 2008 2:31 PM
Is your blog moderation broken again?
November 11, 2008 5:16 PM
You can now add Indianapolis to the list of airports with Black-Diamond Lanes
November 14, 2008 1:52 PM
I fly in and out of 4 or 5 airports each week. They range in size from the one gate Longview, TX (GGG) to the high security Washington National (DCA).
I can assure you that the TSA employees at the Florence, SC (FLO) airport are the rudest and most unprofessional I have ever encountered at any other airport.
I've flown into this airport several times over the past few years. I originally noticed the "attitude" of these particular employees in April 2008. I brushed it off initially.
Then, I came back through in October 2008, and once again, the same rude behavior.
It's a small airport and they make a point of pulling out and loudly announcing and questioning you while other passengers wait and listen.
This has happened to me twice at this airport and NEVER anywhere else. The first time, I had all of my liquids and gels in one plastic bag. Included was a can of Rogaine foam for hair loss. It's not necessarily something to announce to everyone. The agent LOUDLY tells me "That Rogaine can is too big!" Of course, everyone stares at me. I then replied "no it's under the 3 oz limit." The agent then looked at the can and said "ok fine" and then sent the bag through the x-ray machine. It's mildly embarrassing, but I was also frustrated at the attitude of the staff. They remind me of the "rent-a-cops" at a university. I didn't complaint during that trip.
Then I came back through in October, and a similar incident occurred. Again, I have never had this type of rude and nosy behavior at any other TSA check-point. The agent opens my plastic bag of liquids and calls a supervisor over. Then they slowly and carefully inspect, pull out and hold up in the air, and then nod "yes" with each item. It was as if they just wanted to see what all I had in my bag. I didn't have Rogaine with me this time, but it's just the behavior that is annoying. So then when my brief case is sent through the machine, they pull it aside for inspection. The agent then pulls out a TIDE spot pen. It's a MARKER used for spot removal in an emergency. He told me it had to be in the plastic bag because it contained liquid. I told him I have never heard of that type of comment from any other airport, and he replies "we do things differently here."
One of the other passengers heard it, and she commented on it when we were at the gate. She said "they can be ridiculous here" and rolled her eyes. So I would expect this happens often with this group.
I understand they are charged with protecting us, but they go OUT OF THEIR WAY to look at everything. But they annoy me so much with their cocky and rude attitudes that I no longer fly into that airport. Instead, I fly into Columbia and drive over. It's much more pleasant.
I'm not looking for a reply. I was just hoping to post this comment to a general blog to let other traveler's know about this one particular airport. I haven't had time to sit down and write this, but I meant to find a way to let the word get out about this particular airport. I'll also send a letter to the airport so that they understand why I no longer come through FLO.
Thanks for reading my post.
January 16, 2009 7:38 PM
I have always wondered why dont TSO's carry firearms. I thought I remember them carrying them in the past.
January 18, 2009 12:42 PM
I just want to add that I have flown about 8 times total this year. Majority has been for military reasons and thats including from Iraq and back a couple of times. I just don't understand whats the problem? I never had a issue going through any airport. I wait in line, show my ID/boarding pass, take my laptop and liquids out and breeze through security. Never once had an issue. I just want to add the folks at Seatac airport are doing a great job!
January 23, 2009 4:24 AM
The Got Feedback page gives an error like this in firefox:
##################################
Secure Connection Failed
contact.tsa.dhs.gov uses an invalid security certificate.
The certificate is not trusted because the issuer certificate is unknown.
(Error code: sec_error_unknown_issuer)
* This could be a problem with the server's configuration, or it could be someone trying to impersonate the server.
* If you have connected to this server successfully in the past, the error may be temporary, and you can try again later.
January 27, 2009 2:40 PM
Things I've discovered about MPLS and TSA:
1) No requirement exists for TSA to relock non TSA approved locks. A requirement does exist for relocking TSA approved locks. Please explain the thought processes behind this gem.
2) Nothing exists within TSA to fully answer how you can travel with your luggage secured other than 'use TSA approved locks' which may or may not be cut off by TSOs too busy to get the keys or fall off due to fragile TSA approved locks.
3) When folks at MPLS say that they will look into a problem - don't believe them for even a pico-second. I complained, in person, phone numbers exchanged, talked with individuals, exchanged emails, etc and no resolution to the issues of TSOs trashing my tool chest other to be able to 'witness' what I've witnessed at many other airports when I next check in with said tool chest. Sorry folks - too little too late on that one. Now the letter writing campaign begins.
February 5, 2009 11:09 AM
FlyerTalk is reporting an unusual increase in the number of gateside screenings occurring lately, seemingly correlated with a dramatic decrease in the number of passengers selected for additional screening on their boarding passes. Can you do a blog posting describing the shift in emphasis? (And, in particular ... why rescreen people at the gate, when everyone boarding the aircraft was already screened at the checkpoint?)
February 27, 2009 4:33 PM
" Anonymous said...
The Got Feedback page gives an error like this in firefox:
##################################
Secure Connection Failed......."
Maybe was temporary failure. But now is perfectly working in IE and Mozille Firefox.
March 5, 2009 2:35 PM
What is going on with the Norwegian scabies outbreak at Logan? Is it contained? How many TSA personnel were infected? What's being done to prevent this from happening again?
April 6, 2009 7:30 PM
i would like to post a question on the topic of the HME.my HME runs out soon and now i have to pay 89.00 to apply.i understand the need but i have just been screened for a concealed firearms license and i currently hold a pilots license and i'm a member of the CAP.all three of these require the same screening.why can't they just look me up?if i just went through it,then it should still be current.i had to pay for all of these.what do you think?
April 10, 2009 12:17 PM
I can't believe that the TSA is planning on installing whole-body scanners in all major international airports this fall!! I love flying, but an VERY uncomfortable with the TSA employees getting a free look at my body unclothed, even if everyone else in line doesn't.
Check out the comments on the Budget Travel magazine site for more comments "Is the TSA violating your privacy with its new body scanning machines?"
They (TSA) say they may not install the machines if there is a major backlash. This is me starting my complaining!
I may take the suggestion of one of the commenters and drive up to Vancouver, BC to take my next flight...
April 13, 2009 1:28 PM
Per request of Tim “H2H”, I am passing this onto the “Got feedback” forum, after experiencing problems when using a "TRUSTED TRAVELER" ID Thanks for the recommendation, Tim.
I will request a supervisor on subsequent travel if I experience this in the future, and will report these events promptly. Here are some of the recent airports I have had issues with:
3/19/09 KDAY ~ 5:00 pm. TSO checking IDs had no idea what a SENTRI card was. I was eventually let through without a supervisor, but only after telling the TSO it was “the new secure ID”. TSO was visibly flummoxed.
1/21/09 KEWR. TSO had no idea what a SENTRI card was and I was told it was not an acceptable ID.
12/19/08 KDAY Per comment below, TSO refused to take SENTRI card and after I insisted it was acceptable ID she made the inappropriate comment of "What is this? Why don't you just make it easy and use your driver's license?" I had to take back my SENTRI card and show DL to get to my flight.
Original post Bob,
The link you posted with regards to identification ID Requirements for Airport Checkpoints include: DHS "Trusted Traveler" cards (NEXUS, SENTRI, FAST) near the very top of the list, and well ahead of driver's licenses.
I have been attempting to use my "Trusted Traveler" SENTRI card at multiple airports for numerous months, and at least 50% of the time, it is refused as ID. A recent snippy comment from the TSO in DAY was "What is this? Why don't you just make it easy and use your driver's license?"
I am confused. This is supposed to be a much more secure form of ID than the current mish-mash of driver's licenses. I have passed a background check, been fingerprinted, and paid a chunk of change & personal time to get this, yet it seems to cause nothing but trouble.
Is there something awry with the current level ID training? I assumed that the TSO checking ID's would at least be familiar with preferred federally issued IDs.
This has definitely been a pattern and not a one-time occurrence.
H2H said… This is a very important issue. Could you post the offending airports?
If you can, please send the offending airports this information using the Got feedback.
Seems like a break down in training. If this ever happens to you again, if time permits, request a supervisor. That way the training department can target individuals who need more training. The supervisor will except your SENTRI card.
Thanks for posting,
-Tim “H2H”
April 16, 2009 4:52 PM
Hi, my father was a victimized on 4/18/2009 at SLC airport. As he went though the security gate, he took off his gold rings and a watch since they often triggered the alarm. So he put these items together through a sting of his cell phone carrier....and made a tight knot so that they wouldn't get separated. He then put the whole thing in a circular bin and put it through the x-ray machine. Guess what happened? It took 5 minutes for this small bin to come out from the other side and once it came out...one of the rings was missing. He immediately alerted one of the officer...but he basically said, it wasn't there and probably he never had such a ring on him that morning. My dad is not senile and knows exactly what he is doing. The office gave him a card with "lost and found" number and told him to call back the following monday (the incident happened on saturday) because the lost and found office was supposedly closed on saturday.....he was very upset so he didn't even think about getting a police officer involved at that time and left for DC. Once he came back he told me about the incident. I call the office of lost and found....guess what? The ring with the exact description was turned into the lost and found on 4/18/2009 (exactly the same day) and some mysterious man immediately claimed for it and the ring was shipped out to him. Lost and found was never closed on saturday until 5 pm and this incident happened 9 in the morning. I filed a report with airport police...where they basically said it would be too late...and TSA office who also said they couldn't do much. It is disturbing to me that our personal stuff can go through the x-ray machine and not come out from the other side. Who else could have taken it? Ghost??? I don't want to accuse anyone for doing wrong...but it seems pretty obvious to me what happened. I asked for the formal investigation and i am thinking about contacting the local news agencies since I don't want this to happened to anyone else. I hate to say it but I lost tremendous amount of respect for TSA agent and I am not sure if I can trust them again. Next time I have any sorts of valuable (monetary or sentimental) with me, I will literally say, "I Have My Wedding Rings in this bin and I hope they will come out from the other side" before I put them thru the x-ray machine.
April 26, 2009 1:08 PM
In order to receive a response from the Customer Support Manager at the airport in question, please use the Got Feedback Web page at http://www.tsa.gov/gotfeedback
Thanks!
Bob
April 27, 2009 11:20 AM
It is ridiculous to be asked to remove my plastic flip flops. They are the thin ones I use in the hotel showers. It is gross to have to walk barefoot where thousands have walked before. How do you keep this area fungus free? Please, please, please be sensible, let us keep on those tiny little flip flops.
April 30, 2009 2:03 AM
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