BOS: a mixed bag (and how to address issue?)
#1
Original Poster
Join Date: Dec 2009
Location: WAS
Posts: 3,003
BOS: a mixed bag (and how to address issue?)
At BOS terminal A right now. Had both a decent and really annoying experience at security. Compared to some stories, it's not that bad, but today really set me off.
Started out fine enough in the elite line (far right end). The TDC was friendly and efficient; got through that ok. Went to the left bay, right line. As I lined up a TSA @]&#$!!! went out away from the machine and started yelling at the pax in the regular lines (non-elite) to come up to the elite lines. The moving the people was fine with me, the way she did it wasn't. She stood out by where I was and was yelling at the others 50-ish feet away, saying things like "People! Over here! Come on!" with a tone of voice as though she were speaking to clueless people, getting exasperated when they didn't come (not surprising, since she wasn't being loud enough to be heard down at that end). Finally exclaimed "Jesus!" and walked down closer.
After she came back, I asked for her name and read it off her card. I said it to confirm with her, and she then told me her first name. I said it again to confirm, and then got back in line. She then walked to another passenger in line and commented about how I had asked her name, repeated it, and said it was "creepy". I then said I wanted to be sure when I got the name right when I sent the comment form into the TSA. She then started walking around to a couple different people (both pax and coworkers) and talked about how I was submitting a comment form with the attitude of "who, me? I'm ok doing whatever I want here at the checkpoint". Fortunately, I didn't have to interact with her again.
The (somewhat) good part was after I opted out of the BSX machine (my bad, chose the wrong line), was the agents who performed the private screening were quick and efficient about it. Probably the fastest patdown I'd ever received. Not that I consider having to opt out and then get patted down good, as I've always opted out, but at least the agents were good about it.
I've never been this upset with TSA before. I've been really fortunate to have some friendly and non-invasive/non-powerhungry agents at my home airports, and I can usually survive unnoticed in the major airports when I pass through them. But the first agent's cattleherder mentality and rudeness really set me off, and I want to do something about it. What's the recommended way(s) to make people aware of #$%$!@! TSA agents who don't know how to be polite and present a proper customer-service image?
Started out fine enough in the elite line (far right end). The TDC was friendly and efficient; got through that ok. Went to the left bay, right line. As I lined up a TSA @]&#$!!! went out away from the machine and started yelling at the pax in the regular lines (non-elite) to come up to the elite lines. The moving the people was fine with me, the way she did it wasn't. She stood out by where I was and was yelling at the others 50-ish feet away, saying things like "People! Over here! Come on!" with a tone of voice as though she were speaking to clueless people, getting exasperated when they didn't come (not surprising, since she wasn't being loud enough to be heard down at that end). Finally exclaimed "Jesus!" and walked down closer.
After she came back, I asked for her name and read it off her card. I said it to confirm with her, and she then told me her first name. I said it again to confirm, and then got back in line. She then walked to another passenger in line and commented about how I had asked her name, repeated it, and said it was "creepy". I then said I wanted to be sure when I got the name right when I sent the comment form into the TSA. She then started walking around to a couple different people (both pax and coworkers) and talked about how I was submitting a comment form with the attitude of "who, me? I'm ok doing whatever I want here at the checkpoint". Fortunately, I didn't have to interact with her again.
The (somewhat) good part was after I opted out of the BSX machine (my bad, chose the wrong line), was the agents who performed the private screening were quick and efficient about it. Probably the fastest patdown I'd ever received. Not that I consider having to opt out and then get patted down good, as I've always opted out, but at least the agents were good about it.
I've never been this upset with TSA before. I've been really fortunate to have some friendly and non-invasive/non-powerhungry agents at my home airports, and I can usually survive unnoticed in the major airports when I pass through them. But the first agent's cattleherder mentality and rudeness really set me off, and I want to do something about it. What's the recommended way(s) to make people aware of #$%$!@! TSA agents who don't know how to be polite and present a proper customer-service image?
#2
Suspended
Join Date: Dec 2010
Posts: 3,728
If they were capable of it, they'd be working somewhere else.
#3
Join Date: Sep 2008
Posts: 158
To my knowledge BOS has yet to receive the CDR Professionalism training course , where they learn to treat the passengers with Courtesy, Dignity and Respect.
Just be patient as it will be a steep learning curve. These are foreign concepts that are not in the average TSA employee's vocabulary or mind set...
.
Just be patient as it will be a steep learning curve. These are foreign concepts that are not in the average TSA employee's vocabulary or mind set...
.
#4
Join Date: Nov 2008
Posts: 3,657
TSA would recommend using the "Talk to TSA" online feedback from.
I've not used it, so I can't testify as to its effectiveness.
I've not used it, so I can't testify as to its effectiveness.
#5
Join Date: Dec 2010
Programs: One Pass Gold, Delta Medallion , Avis, Hertz, Budget, most hotels
Posts: 462
TSA would recommend using the "Talk to TSA" online feedback from.
I've not used it, so I can't testify as to its effectiveness.
I've not used it, so I can't testify as to its effectiveness.
A better bet would be complain to MassPort. http://www.massport.com/massport/Pages/Feedback.aspx
They'll probably refer this to TSA but at least it will register on someones metrics.
#6
Join Date: Nov 2008
Posts: 3,657
TSA would recommend using the "Talk to TSA" online feedback from.
I've not used it, so I can't testify as to its effectiveness.
I've not used it, so I can't testify as to its effectiveness.
#10
FlyerTalk Evangelist
Join Date: Oct 2009
Location: ATL Lost Luggage
Programs: Kettle with Kryptonium Medallion Tags
Posts: 10,184
#12
Join Date: Jul 2013
Posts: 31
TSA would recommend using the "Talk to TSA" online feedback from.
I've not used it, so I can't testify as to its effectiveness.
I've not used it, so I can't testify as to its effectiveness.
Transportation Security Administration
601 South 12th Street TSA-1
Arlington, VA 20598
The address on their web-page is wrong, and I have repeatedly reported that. It is just part of their "distraction techniques."
You can send information through the TSA ombudsman, but again, this is part of their distraction technique. Nothing will come of it. They pay people just a little over minimum wage to read e-mails they do nothing.
The only thing that may have a chance of working is to write to your Congressional representative, and your State's Senators. In theory, they should open a Congressional Inquiry, but what needs to happen is a full fledged Congressional Investigation. Basic citizens are not usually capable of such an action, but when acting together, it may get done if a few hundred thousands requests are sent to members of Congress. Senator Rand Paul from Kentucky is your friend as is Representative Sharon Cissa of Alaska. They really can't do much unless you are part of their districts, but your complaints will go into their data bases.
Good luck
#13
Join Date: Jul 2013
Posts: 31
#14
Join Date: Apr 2012
Posts: 1,667
At BOS terminal A right now. Had both a decent and really annoying experience at security. Compared to some stories, it's not that bad, but today really set me off.
Started out fine enough in the elite line (far right end). The TDC was friendly and efficient; got through that ok. Went to the left bay, right line. As I lined up a TSA @]&#$!!! went out away from the machine and started yelling at the pax in the regular lines (non-elite) to come up to the elite lines. The moving the people was fine with me, the way she did it wasn't. She stood out by where I was and was yelling at the others 50-ish feet away, saying things like "People! Over here! Come on!" with a tone of voice as though she were speaking to clueless people, getting exasperated when they didn't come (not surprising, since she wasn't being loud enough to be heard down at that end). Finally exclaimed "Jesus!" and walked down closer.
After she came back, I asked for her name and read it off her card. I said it to confirm with her, and she then told me her first name. I said it again to confirm, and then got back in line. She then walked to another passenger in line and commented about how I had asked her name, repeated it, and said it was "creepy". I then said I wanted to be sure when I got the name right when I sent the comment form into the TSA. She then started walking around to a couple different people (both pax and coworkers) and talked about how I was submitting a comment form with the attitude of "who, me? I'm ok doing whatever I want here at the checkpoint". Fortunately, I didn't have to interact with her again......
But the first agent's cattleherder mentality and rudeness really set me off, and I want to do something about it. What's the recommended way(s) to make people aware of #$%$!@! TSA agents who don't know how to be polite and present a proper customer-service image?
Started out fine enough in the elite line (far right end). The TDC was friendly and efficient; got through that ok. Went to the left bay, right line. As I lined up a TSA @]&#$!!! went out away from the machine and started yelling at the pax in the regular lines (non-elite) to come up to the elite lines. The moving the people was fine with me, the way she did it wasn't. She stood out by where I was and was yelling at the others 50-ish feet away, saying things like "People! Over here! Come on!" with a tone of voice as though she were speaking to clueless people, getting exasperated when they didn't come (not surprising, since she wasn't being loud enough to be heard down at that end). Finally exclaimed "Jesus!" and walked down closer.
After she came back, I asked for her name and read it off her card. I said it to confirm with her, and she then told me her first name. I said it again to confirm, and then got back in line. She then walked to another passenger in line and commented about how I had asked her name, repeated it, and said it was "creepy". I then said I wanted to be sure when I got the name right when I sent the comment form into the TSA. She then started walking around to a couple different people (both pax and coworkers) and talked about how I was submitting a comment form with the attitude of "who, me? I'm ok doing whatever I want here at the checkpoint". Fortunately, I didn't have to interact with her again......
But the first agent's cattleherder mentality and rudeness really set me off, and I want to do something about it. What's the recommended way(s) to make people aware of #$%$!@! TSA agents who don't know how to be polite and present a proper customer-service image?
(btw Don't ever think of traveling to Brazil if you react this way. The concept of "customer service" doesn't exist in the thinking there.)
#15
FlyerTalk Evangelist
Join Date: Aug 2001
Location: Finally back in Boston after escaping from New York
Posts: 13,643