Comments, gsoltso:

1) Maybe if TSA had handled complaints appropriately in the first place, there wouldn't be a need for more money and staff to investigate complaints because problems would get addressed. Put some of the FAMs to work researching claims while they're sitting in first class doing nothing else noteworthy. If TSA ever researched and addressed its complaints and got caught up (so pax aren't complaining about the same misconduct over and over and over), there wouldn't be any need for a humongous department and staff.

2) did you see the video of the young boy in shorts who had his genitals rubbed - and then rubbed again at the supervisor's insistence? I know that didn't happen at GSO and you didn't personally witness it at another airport - are you suggesting you think it didn't really happen? If you saw the video and you know it's real, then it's a bit disingenuous to pretend that because you have never personally witnessed such a hands-on event, it never happens.

3) if participating in a 'mystery shopper' program means 1) you have to work for TSA and 2) you have to live in DC, then TSA does not have a suitable 'mystery shopper' program. The closest us flyers have is the lady who keeps slipping past checkpoints without getting caught.

Unfortunately, typical for TSA, instead of welcoming her as a valuable asset, TSA treated her like all other pax: she's guilty, it's her fault, shut her down, put her on a list, destroy her. Not like TSA could learn a thing or two by watching and listening to her.

'Mystery shoppers' should be non-TSA personnel, even volunteers, and all airports should regularly be visited by 'mystery shoppers'. They should include pax in wheelchairs, including those who, like my sister and Amy Van Dyken, are paralyzed, pax with crutches, medical devices, fake (or real) dressings, prosthetics, medical ports, medicines (including medical nitro pills), parents with infants and breast milk, children with autism, hearing-impaired or deaf pax. Ideally, at least initially, some of the 'mystery shoppers' should be first-time or very infrequent flyers. There should be black women with hair of all lengths, people of all ages, couples, and children.