![](https://webarchive.library.unt.edu/web/20121020071311im_/http://www.tsa.gov/blog/uploaded_images/gf_logo_blog-786519.jpg)
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!
Blogger Bob
TSA Blog Team
29 comments:
Bob ... can you point to any actions (either locally or globally) that happened as a result of the Got Feedback initiative?
Yes, knowing that people can communicate with each other is a good thing, and promotes good will all 'round. I'm just wondering if there's any statistics or anecdotes or whatever that would show that there are benefits to Got Feedback besides the relational ones.
I provided feedback over a month ago to requesting a reply. I did not hear back. (Yes, email address was double or triple checked)
Jim has asked the most pertinent question: the point of asking for feedback is useless unless it is acted upon - and that action communicated.
Perhaps renaming would focus peoples' minds appropriately:
Action Taken as a Result of Feedback.
It would also be great to see all feedback answered publicly - with info as to whether it will be and an eta...
Why hasn't ISP responded to my Got Feedback? I have made the request four separate times over two months and yet have not received even the courtesy of an acknowledgement.
If you have sent something to Got Feedback and requested a response but have not heard anything, please send me an e-mail at tsablog@dhs.gov so I can figure out what's going on. 'll work with you and the CSM to get your feedback addressed.
Blogger Bob
TSA Blog Team
Bob said:
"If you have sent something to Got Feedback and requested a response but have not heard anything, please send me an e-mail at tsablog@dhs.gov"
Sad
TSA nees a "Got Feedback" for "Got Feedback"
Anon Said...Sad, TSA nees a "Got Feedback" for "Got Feedback"
-------------------
No need to be sad anon, turn that frown upside down. I am the program manager for Got Feedback which works quite smoothly.
Are there bugs at times? Sure. I'm offering my help to try to solve a problem that has been identified on the blog. All is well.
Blogger Bob
TSA Blog Team
I have to agree with Jim Huggins, while all of the "feel good" quotes you have are very nice. I'd really like to see actual examples of problems that have been resolved or changes made. Because of the "Got Feedback" program.
"I am the program manager for Got Feedback which works quite smoothly."
Apparently not.
And you didn't know about these problems.
Don't you audit or track "Got Feedback" requests?
Anon said: Sad
TSA nees a "Got Feedback" for "Got Feedback"
That exists in other companies, agencys & corporaions all over the world too. So don't just butcher one because you see fit too.
Jim's question is very good. Nothing on this blog, one form of feedback, seems to have impacted the TSA.
These Anon guys are the same people that complains after finding a dollar that it's too wrinkled. The same people that complain about the taxes after winning the lottery.
Come on people. This is a US government agency that actually replies to people, sometimes within an hour. Try that with any other government agency. Oh, that's right no other agency would even take on a program like Got Feedback.
Before this, you'd get an automoton reply spouting government garbage about CFRs and blah, blah, blah.
"Please prove the efficacy of your hypothesis..." Get a life.
"Jim's question is very good. Nothing on this blog, one form of feedback, seems to have impacted the TSA."
After reading various comments from this blog, I, for one, do not yell at the checkpoint any more. And I try to discourage my coworkers from doing that, as well.
TSO-Joe
TSO-Joe said...
"Jim's question is very good. Nothing on this blog, one form of feedback, seems to have impacted the TSA."
After reading various comments from this blog, I, for one, do not yell at the checkpoint any more. And I try to discourage my coworkers from doing that, as well.
TSO-Joe
August 5, 2009 2:36 PM
______
Thank you for your efforts.
After reading various comments from this blog, I, for one, do not yell at the checkpoint any more. And I try to discourage my coworkers from doing that, as well.
TSO-Joe
August 5, 2009 2:36 PM
______
Thank you for your efforts.
August 5, 2009 4:30 PM
....................
Agree, thanks.
Why would TSA allow yelling by its employees anyhow?
How many "Got Feedback" have you received in the first half of 2009?, Program Manager Bob?
Is that up or down from 2008?
What percentage request a response?
How many actually received a response?
What was the average turnaround time to get a response out?
C'mon, we are not here to do your job for you ("If you have sent something to Got Feedback and requested a response but have not heard anything, please send me an e-mail at tsablog@dhs.gov"). These are the basic metrics you should have at your fingertips.
thom said...
How many "Got Feedback" have you received in the first half of 2009?, Program Manager Bob?
Is that up or down from 2008?
What percentage request a response?
How many actually received a response?
What was the average turnaround time to get a response out?
C'mon, we are not here to do your job for you ("If you have sent something to Got Feedback and requested a response but have not heard anything, please send me an e-mail at tsablog@dhs.gov"). These are the basic metrics you should have at your fingertips.
August 6, 2009 12:04 PM
...................
What role do you fill for TSA on the Blog Thom?
"Why would TSA allow yelling by its employees anyhow?"
To be heard over crowd noise, such as a check point, it is common to raise your voice. (See also the current rage at all the town hall meetings for health care.) In a confined environment, like a check point, it usually does no good as the raised voice just adds to the noise and no one can really hear what is being said.
Thank you for spinning previous words. You never dissappoint...
TSO-Joe
Quoted:
" RB said...
After reading various comments from this blog, I, for one, do not yell at the checkpoint any more. And I try to discourage my coworkers from doing that, as well.
TSO-Joe
August 5, 2009 2:36 PM
______
Thank you for your efforts.
August 5, 2009 4:30 PM
....................
Agree, thanks.
Why would TSA allow yelling by its employees anyhow?
August 5, 2009 5:29 PM
------------------
Funny, No where did I see anything that stated TSA allows it's TSOs to yell at passengers. I do see a response stating that this particular TSO would not yell at the checkpoint any more. Nothing he states says TSA allows or condones this.
More word twisting....
Funny, No where did I see anything that stated TSA allows it's TSOs to yell at passengers. I do see a response stating that this particular TSO would not yell at the checkpoint any more. Nothing he states says TSA allows or condones this.
More word twisting....
August 7, 2009 3:10 PM
.........................
If yelling is not at least tolerated then why do you feel the OP felt a need to say that he stopped and encouraged others to not yell at check points?
If management permits an action then it is the same as saying that action is allowed.
Why no post about the TSA's new leader?
Seems like something you guys would want to talk about.
I sent a message to "Got Feedback?" once about the silly extra screenings that are conducted for US-bound passengers in Chinese airports. The Chinese security folks mistakenly believe that these screenings are necessary to fulfill some TSA requirement.
Alas, the person who received my detailed message only skimmed it, failed to understand it and sent me a boilerplate response about how it wasn't the TSA's responsibility.
This sounds great in practice, but three messages to three different airports never garnered me a response. It's obvious you just don't care.
Pathetic, but not surprising.
I posted this question here but it got deleted for some reason. Touchy subject perhaps?
" Anonymous said...
Still waiting:
"Anonymous said...
So I guess my original question will never be addressed:
Why does TSA allow transgender "Pre-op" (male) TSOs to pat down female passengers?
This happened to me today at a NY airport and I am very upset. Even the supervisors said "she" was a male.
August 6, 2009 11:01 AM
August 7, 2009 3:07 PM"
Almost a whole week and still no response. Did I hit a nerve?
August 10, 2009 12:57 PM"
I also sent in a comment card and contacted the "Got Feedback" site.
Still no response. You guys must have a huge supply of whitewash.
And a full week goes by:
" Anonymous said...
I posted this question here but it got deleted for some reason. Touchy subject perhaps?
" Anonymous said...
Still waiting:
"Anonymous said...
So I guess my original question will never be addressed:
Why does TSA allow transgender "Pre-op" (male) TSOs to pat down female passengers?
This happened to me today at a NY airport and I am very upset. Even the supervisors said "she" was a male.
August 6, 2009 11:01 AM
August 7, 2009 3:07 PM"
Almost a whole week and still no response. Did I hit a nerve?
August 10, 2009 12:57 PM"
I also sent in a comment card and contacted the "Got Feedback" site.
Still no response. You guys must have a huge supply of whitewash.
August 12, 2009 1:09 PM"
Anonymous said...
"And a full week goes by:
" Anonymous said...
I posted this question here but it got deleted for some reason. Touchy subject perhaps?
" Anonymous said...
Still waiting:
"Anonymous said...
So I guess my original question will never be addressed:
Why does TSA allow transgender "Pre-op" (male) TSOs to pat down female passengers?
This happened to me today at a NY airport and I am very upset. Even the supervisors said "she" was a male.
August 6, 2009 11:01 AM
August 7, 2009 3:07 PM"
Almost a whole week and still no response. Did I hit a nerve?
August 10, 2009 12:57 PM"
I also sent in a comment card and contacted the "Got Feedback" site.
Still no response. You guys must have a huge supply of whitewash."
----------------------------
This is a touchy subject. I'm not sure how I would handle it. TSA is not allowed to discriminate against either employees or passengers.
A pre-op transgender (male going to female) - should they screen men or women? I don't know. I can see both men and women being upset about it. Many men would not want to be screened by a person like this; obviously many women would not want to be screened by some like this. Should TSA discriminate against people like this and not hire them? I do not know the answer, but I can tell you what sop does say.
Under extraordinary situation, sop does allow people of opposite sex to screen the opposite gender. This is very, very rare. It has happened at the airport I work at only once. But I do not know if a pre-op transgender falls under an extraordinary situation. I do know that TSA would most likely be sued if they did not hire this person only for that reason, or denied them employment if they did change their sex after being hired.
Sorry, I know this does not answer your question, but what do you think the solution would be?
Maybe allow them to screen passengers who only consent to such a screening by signing a consent form? Again, no real answer here...
Anonymous said...
Anonymous said...
"And a full week goes by:
" Anonymous said...
I posted this question here but it got deleted for some reason. Touchy subject perhaps?
" Anonymous said...
Still waiting:
"Anonymous said...
So I guess my original question will never be addressed:
Why does TSA allow transgender "Pre-op" (male) TSOs to pat down female passengers?
This happened to me today at a NY airport and I am very upset. Even the supervisors said "she" was a male.
August 6, 2009 11:01 AM
August 7, 2009 3:07 PM"
Almost a whole week and still no response. Did I hit a nerve?
August 10, 2009 12:57 PM"
I also sent in a comment card and contacted the "Got Feedback" site.
Still no response. You guys must have a huge supply of whitewash."
------------------------
Still no official TSA response either on this blog or via email.
@anonymous: I regret that you were upset by the pat-down you received.
It is TSA’s policy that pat-downs of passengers will be conducted by TSOs who are the same gender as the passenger except in extraordinary circumstances.
Unfortunately, based on your blog comment, we do not have sufficient information to determine if our policy was followed or if extraordinary circumstances were present.
If possible, please contact me directly at tsablog@dhs.gov and provide the following information: airport name, date and time of incident, airline or gate number, circumstances giving rise to the pat-down and details of the exchange you had with the supervisor.
Alternatively, you may provide the information by contacting the TCC by email at ContactCenter@dhs.gov
This additional information will give us the opportunity to inquire into this matter.
Thanks,
Blogger Bob
TSA Blog Team
I asked my question to Gotfeedbacck and 2 weeks later, I got my answers. I here to give some reinsurance in this service. It worked for me!
Post a Comment