New Imaging Technology at Cleveland Hopkins Airport

With all of the comments on the TSA Blog about this technology, I just had to share the link to this article.

Check out this interesting read on Cleveland’s testing of new imaging technology:

Full-body airport images not pretty, but not porn: Connie Schultz

(To read more about new imaging technology at TSA, click here.)

Blogger Bob

TSA Blog Team

Got Feedback: Happy Birthday!

Got Feedback was launched on August 1st, 2008, and since its launch, thousands of people have used the program to communicate kudos, complaints, questions, ideas and suggestions to TSA at the airport level via e-mail and telephonically.

In case you haven’t heard of Got Feedback, you've probably gathered by now that it’s a communications initiative that facilitates two-way communication between passengers and TSA.

Passengers find out about Got Feedback through stickers located at our checkpoints as well as the links on our blog and web page. After arriving at the Got Feedback page, you simply go to the map, click on the state you traveled through, and select the airport you want to contact from the drop down box.



After selecting your airport, you simply fill out the form and submit it which sends it to the Customer Support Manager (CSM) for that airport.



You can also check out the blog post from last year for a more detailed explanation.

Many passengers are hesitant or just in too much of a hurry to talk to our supervisors at checkpoints, and the Got Feedback program seems to be just what they need to communicate with TSA.

We asked our CSMs to do their best to reply in 24 hours or less. We understand that doesn’t happen sometimes due to scheduled days off and workloads, but it’s still a pretty rapid response. In some cases, CSMs have responded to passengers in as little as 5 minutes.

When should you use Got Feedback? Well, anytime you have a question that involves the security portion of your travel at a specific airport. You can use it for kudos, complaints, suggestions, questions, and so forth.

When should you not use Got Feedback? Hmmm... You shouldn't use it for dining recommendations unless you want to be directed to a food court. You shouldn't use it if you're lonely and just want to talk about your garden and your crazy neighbors. Basically, Got Feedback is not a travel agent, and it's not a chat line. It's a human connection at the airport who will contact you via phone or e-mail to help handle your conundrum. Brilliant!

Here is how a few our CSMs feel about the Got Feedback program.

• “Passengers appreciate the feedback immensely and the timeliness of the program. I WISH EVERY PASSENGER WOULD USE GOT FEEDBACK!” ~ Lara PIT
  



• “Got Feedback is one of many conduits TSA has for gathering feedback from our customers. I’m continually amazed at how people can say TSA isn’t listening…We are!” Lynda SAT

• “Got Feedback is an excellent way to stay in contact with the traveling public. I have received great feedback both positive as well as… let’s say constructive. I think it gives travelers a safe and convenient avenue to let us know how we are doing.” Kevin LIT
  

Here is an assortment of some responses from passengers after they were contacted by a CSM:

• Thank you very much for your comprehensive explanation and suggestions to my email. And, thank you for your very quick turnaround.
  


• Thanks for the response - that, in and of itself, is really enough for me!
  


• Your response and the kindness of the US Air ticket agent in retrieving my bag is proof that there is still kindness in this crazy world. Thanks!
  


• You totally amaze me! Such a detailed and concerned reply within an hour of writing is a credit to you and TSA.
  


• Thank you for the email follow-up (which I was not actually expecting).
  


• Thank you very much for your very prompt and efficient response to my inquiry. Even though you didn't find the item my wife lost, you did everything possible to help in locating our lost piece of jewelry. Having served as a Homeland Security Officer myself since the inception of the department, it pleased me greatly to see someone with such ethical conduct and efficient customer service protecting our nation and serving our citizens. Your treatment and legitimate concern to my issue was outstanding, and you are a pleasure to deal with.
  


• Thank you for your quick response and appreciate all that your agency is doing. PS - but does this mean that when I travel thru MGM next month I will be now on the terrorist list and find myself in a spread eagle stance before I can board! Again all kidding aside - thank you and TSA is doing a great job!
  

In an effort to try not to appear that I'm sugar coating everything, I'll note that everybody is not always happy with the response they get, but one thing is consistent, they are almost always happy they at least got a response. Almost...

Blogger Bob


TSA Blog Team

The Quadrennial Homeland Security Review and You

So what is the Quadrennial Homeland Security Review (QHSR) and why should you care? To be brief, the QHSR is a congressionally mandated review of the nation’s homeland security policies and priorities that will guide homeland security for the next four years. Some of the discussion will be web-based and we invite you to participate.

This is a major collaborative effort involving a huge host of stakeholders.

Internal agencies and external partners including federal agencies, state, local and tribal governments, first responders, business leaders, academics, policy experts and the concerned public will be engaged. That’s where you come in! This is another way your voice can be heard and you can help shape the department’s policies and priorities over the next four years.

There will be three web based dialogues involving the following topics between August and October of 2009:

Counterterrorism and Domestic Security Management

Securing Our Borders

Smart and Tough Enforcement of Immigration Laws

Preparing for, Responding to, and Recovering from Disasters

Homeland Security National Risk Assessment

Homeland Security Planning and Capabilities

For all you need to know about the QHSR including a video message from Secretary Napolitano, you can go to the QHSR Homeland Security Dialogue page.

You can also follow QHSR on Twitter: @qhsrdialogue

Mark your calendars for

August 3rd–9th

August 31st–September 6th

September 28th–October 4th

Blogger Bob

TSA Blog Team

Can I Take my Hand Grenade on the Plane?

Just as with my fireworks post, I'm about to state the obvious again. Hand grenades are not allowed on a plane.

Obvious: Grenades (smoke, stun, sting, concussion, percussion, incendiary, etc) are not permitted on planes.

Not So Obvious: Realistic replicas of grenades (belt buckles, lighters, paperweights, inert training grenades, and other gadgets) are not allowed on planes.

On a regular basis, checkpoint lanes and checkpoints are closed because of novelty or inert grenades and grenade shaped items. When checkpoints are closed… Flights are delayed and missed causing the airline and passengers major frustration and a loss of money.

So why is it such a big deal if the grenades are inert or just a novelty item? Well, that’s why passengers usually don’t think twice about bringing these items. They know inert grenades or novelty grenade shaped items can’t cause any harm. However, we don’t know that. All we see on the x-ray is a realistic image of a grenade complete with pin and spoon and we have to go through the motions.

As a TSO back in 2002, I witnessed the checkpoint at Islip MacArthur Airport coming to a screeching halt because the image of a hand grenade popped up on the x-ray screen. It ended up being a metal lighter in the shape of a classic pineapple grenade with the spoon, pin and all. Even though it was a small lighter that would fit in the palm of your hand, it appeared as a larger than life grenade on the screen.

Grenade shaped belt buckles, lighters, paperweights, inert training grenades, and other gadgets can all look like the real deal on the x-ray screen. Please leave them at home or mail them to your destination.

Blogger Bob

TSA Blog Team

TSA Wants You! Send Us Your Top 5 Questions

We want you! That’s right, we want your input. I know, I know, there are thousands of comments within this blog overflowing with input you’ve given us, and I have already sent in my top 5 based on feedback I've read from the blog.

What do we want? TSA wants to better communicate the “Why’s” behind security to the traveling public, and to do so, we need your expertise. We want you to send us the top 5 questions you have about TSA’s security procedures. What “Why” questions would you like to see addressed?

Your responses will be reviewed and the most common questions will help us generate signage and other materials that address the concerns that flying public has.

This is a huge collaborative project that not only includes you, but the TSA workforce as well. The results should be interesting.

Please provide responses by 5 p.m. EDT Monday, July 27, 2009 to OPAfeedback@dhs.gov This is not a blog project, I'm just providing a virtual megaphone, so please make sure to submit your feedback to the provided e-mail address. By all means, you can post your top 5 here, but make sure you send them to OPAfeedback@dhs.gov

Thanks!

Blogger Bob

TSA Blog Team

TSA Blog Podcast Interview With Airplane Geeks

I joined Max Flight, Dan and Rob from Airplane Geeks for a podcast interview about the TSA Blog.

Also, spread around the podcast like mustard on a fine bologna sandwich, you’ll find another interview, good music, and some aviation related news.

By all means, listen to the entire entertaining podcast, but my interview starts at 34:25 and 1:21:10 where I am quite deservedly blown up.

Listen to Episode 57 of the Airplane Geeks Podcast by clicking here.

Blogger Bob

TSA Blog Team