Originally Posted by
gsoltso
If you have filed a complaint with TSA, and feel the response has not been adequate, you can always contact the
DHS OIG, and move forward from there. Investigations have to start somewhere, and I would ask that you file with TSA to start, and if you do not get satisfaction, move to DHS - above that, the next step is contacting elected officials directly (and as always, YMMV in that scenario).
I have filed complaints with TSA and my experience is that nothing happens. Even had an FSD cover up a complaint so no thank you, my complaints go directly to OIG should I feel the need to submit a complaint. TSA needs to demonstrate a process where the person filing the complaint is kept in the loop until resolution is determined. The system needs to be open and have no question of bias. In my opinion TSA is as far away from those ideals as possible and it will take an Administrator who can admit problems may exist to gain public trust.
Originally Posted by
gsoltso
Actually, I would appreciate it if you didn't try to put words in my mouth, I am quite comfortable with my own. I never said that "TSA presses harder on those sites", that was someone else here. I believe that my statement was " In terms of identified sensitive areas, the TSOs are supposed to clear the area, but we are also supposed to work with the passenger, and be conscious of the pain it can cause". If anything, what I said contradicts what you are implying.
TSA does not force passengers to hop through anything, the passenger has a choice on how they can be screened - if they choose to use the WTMD or AIT, then we are to work with them to get them through with as little hassle as possible. If they do not choose to use the WTMD or AIT, then the last resort available to them is the pat-down. When we conduct a pat-down, the passenger does not even have to stand up, we can do it with the individual in the chair, at GSO, we even keep chairs near the back of the checkpoint in case someone with limited mobility needs a place to sit down during a pat-down. There are myriad ways we can work with a passenger to get them through the checkpoint, and at times we may offer other screening methods, but ultimately the choice is made by the passenger, not the TSOs.
I was required to wear a back brace after having back surgery. I wasn't even suppose to get out of bed without having it on. So happens I had a need to travel while using the brace . Low and behold a TSA screener demanded I remove the brace for screening. No amount of explanation satisfied that highly trained TSA professional.
A second more recent experience. I have hearing loss in both ears. Hearing aids are great except in noisy environments. I had just cleared the WBI when a screener took a fast step towards me. I backed up a bit startled and explained that I had hearing loss hoping he would speak louder. What he did was step right up in my face and moved his lips like he was speaking. A real class act from another of TSA's highly trained professional screener force. That's just two examples, I have more and I don't fly multiple times every week.
Originally Posted by
gsoltso
I apologize that your experience has been different than I have described. I also appreciate your comments.
I will give you the same information I gave above. If you file a complaint with TSA, and are dissatisfied with the results, you can always step up the chain and file with
DHS OIG. It is an imperfect system, and some times things are not addressed the way they should be - if you feel that is the case, then file with DHS OIG, also as mentioned above, the next step is elected officials, and that is... inconsistent at best.
I hear and experience many more positive comments at my airport than constructive, not because we don't get constructive ones, but because we are a smaller airport and have a consistent traveler base. Most of our regulars know they can stop and talk to the STSO on the way out if they are unhappy, as do the majority of our infrequent passengers. I have fielded complaints, compliments and simply talked with tons of people that were asking questions. We are lucky that we have that opportunity here, because I am not the only one that does it. I hope that your future travels are uneventful at worst, and wonderful in any case.
You work at an airport that has by my estimate less than 100 departures each day. If I'm close on the outbound flight count then I suggest your current experience is vastly different than what's going on in busy airports. Perhaps you should volunteer to travel around on TSA's dime for a couple of weeks, incognito, playing an uninformed traveler and see how the TSA system really works. Of course that would mean discarding your bias supporting TSA and truly test the system.
I honestly wish that you could experience TSA as I have. On most trips it isn't all that bad but there are more than enough very bad experiences that leave a very negative , lasting impression, of TSA. TSA needs to make some fundamental changes. First would be transparency in its screening procedures and a clear detailing of just how far a screening can go, and by this I mean groping genitals. Second would be transparency in the complaint process with mandatory periodic follow ups with the person submitting the complaint. Third would be a change to legislation where legal action could go before courts with juries. And lastly, reverting back to the original title "TSA Screener" and getting rid of the badges.