Originally Posted by
exbayern
I agree with all of the above, but the issue appears to be with the 'gatekeeper' answering the TSA Cares line. If they don't think that the item or situation is an issue, they may not refer the caller any further, or arrange for a CSM. In this case, the woman was left right where she started; confused about the TSA website and with conflicting information and experiences.
I also understand that TSA may not want to offer a CSM in every case as it is most likely a staffing/labour/availability issue, but if someone was given that number BY a TSA staffer, and calls with an issue, and isn't referred further, the system is broken.
Agree.
I think part of the issue is to know before you make the call that you are going to insist that you need a CSM based on prior bad experiences.
This
is also one of the rare times I might follow up with personal contact to one's senator/representative, pointing out what is offered (CSM), explaining that it is being denied, and asking for assistance. Sometimes an aide will actually take on something like this on behalf of a constituent.
Of course, that's not an option for those from overseas who are kind or brave enough to bring their much-needed currencies and selves to our shores.
I'm personally embarrassed that our treatment of others is so out-of-keeping with the treatment other countries give me when I pass through their checkpoints. I can only point out that such treatment is not reserved
just for 'furriners' - us citizens have to put up with it too (and we bear the further indignity of knowing that we pay for our treatment with our tax dollars).