Originally Posted by
Boggie Dog
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.
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.
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.
I have traveled pretty consistently over the last 3-4 years, and worked at larger airports pretty consistently, and I have seen some poor customer service and crappy attitudes - but I have not seen what many here describe (to include you). I especially have not seen pat downs like many here describe in this thread... There are always multiple ways to handle things, and I always push to come down on the side that satisfies mitigating any threat, with as little inconvenience to the passenger as possible. It is not always easy, and sometimes as a TSO, we have to take some additional time and work with a passenger.
The guy messing with you over the hearing aids, was completely uncalled for, and unprofessional - next time I would ask you to file the complaint, even if you skip right by us and go to the OIG group. At some point, I would hope that someone would notice a pattern of complaints.
If you would like to see the actual real time stats of GSO, they can be found
Fly from PTI (generally speaking, we have about 50-55 departures a day, but we just got Spirit airlines added on, so it may be a few more). I don't think we have 100 departures a day, but our traffic is up almost 10% this year. Just for the record, I operate exactly the same way at large airports that I do here (funny point I learned early in my life, the ones that are being the biggest challenges, are the ones you should be the MOST professional with). I would gladly do a mystery shopper program, but there are already several programs that HQ operates that test the checkpoints and baggage areas in a variety of ways - plus, I do not want to live in DC.I have already gone on record stating that the basic procedures that can be seen consistently with 15 minutes of observation, should be posted in public - that would give folks a realistic expectation of the basics, a good idea of when something is out of bounds, and it would take us about 15 minutes to do. Keep the resolutions and responses to situations out of publication, but the basics that you can sit down and figure out in 15 minutes, we should be able to post that info, as it is pretty much a cat that is already out of the bag. I am also already on record as stating that I want a complaint process that involves the passenger with consistent updates - not that we are going to give you the resolution that you are necessarily wanting, but that we are taking your complaints seriously and keeping you in the loop on what is happening. One problem that there may be with that process is the increased costs, and an increase in staffing at least at the regional level. I agree that the cost would be worth it, as we would gain some buy in from the passengers, and it would make it easier to hold TSOs accountable when they do something wrong.
I am not as certain on the legislative process. There are certain aspects that are listed as SSI, and I am uncertain where those limits would be in terms of court proceedings - not that I agree with what is done, simply that I do not know where the legal system and the court system intersect on those cases.
I personally take pride in the Badge, but my attitude and work ethic would not change one iota either way. I am not here because of the badge, or the uniform, or the title, I am here to try and do as much good as I possibly can for our passengers, and by extension, my coworkers. Calling me Officer, or Screener or Knucklehead will make no difference.