CBP Comment Card - Why not for TSA?
 

On a recent flight coming into the US, I was pulled out of the CBP line for a random inspection of my bags. They said that it was due to the time of day, and it was completely thorough, fast, and professional. At the end, I was given a Scantron Comment Card. Here are a few of the verbatim questions from the form:

How much do you agree with the following statements?
The officer was professional in appearance.
The officer was professional in conduct.
During the inspection, I was treated with courtesy.
During the inspection, I was treated with dignity.
During the inspection, I was treated with respect.

I have a very simple question - why doesn't TSA, another branch of DHS, also have this same Scantron system in place, and give such cards to every passenger after they have been through a secondary screening? If they are really interested in improving and professionalizing their workforce, and providing the best and most effective service, it seems like this would be a good place to start.

That's my two cents as a taxpaying citizen.

(bolding mine).

They are not interested in improving and professionalizing their workforce.

Suppose TSA were to do this, and (for the sake of argument) got overwhelmingly negative feedback. Most likely, TSA would be likely to write it off as "passengers just don't understand that we're doing this for their safety". At least, that seems to be the prevailing attitude that I see in public statements from TSA right now about screening procedures.

There's no point in asking a question if you're not really interested in hearing the answer.

But it would bulk up the watch list which makes them appear to be "doing something."

Out of curiousity, what did they do and how long did it take?

Exactly correct.

You also have to bring your own complaint form.

Not that they're actually read.

It wasn't of my person, it was of my bags. I had a rollerboard and a backpack. They pulled me and a guy behind me out of line and we walked over to a table (there were about 6 of them) and he asked me the usual questions, do I have any fruit, how much money, etc. Right before he opened the suitcase, he asked me if I wanted to revise any of my answers and I said no. He took all the stuff out of my suitcase. I did have a big bar of European chocolate, but he didn't seem to concerned about that. While I packed everything back up, he entered information into a database, then handed me the card as I left.

He was very polite and cheerful, a young guy. I was extremely concerned because I had a very tight connection to make but I didn't want to panic and make it worse. I would say the entire process took 10 minutes from beginning to end.

I did fill out the card and gave him and CBP a very positive review. This was LAX.

Because the TSA believes that they are the ultimate authority. They know best and they do not have to answer to anyone. They can do whatever they want and do no wrong in the eyes of the government.

This is the normal first level of secondary done both "randomly" and because of CBP power trips. Its not particularly bothersome.

that said, I would never give a positive review, simply because it gives them more ammunition to act with impunity. I've personally thanked people I thought did a good job/were respectful/etc, but will not comment well on them through a card.

You are a smarter person than I.

We flew into ATL and were pulled into one of these random CBP searches. The only problem was that it was a Port of Entry without a bathroom - I sure remember looking everywhere and not finding one. Anyway, by the time we were yanked out for a search, I was almost about to pee my pants. When the woman asked what my problem was, I told that I had to go to the bathroom because it had taken 2 hours to just to get to her. Evidently that was the wrong thing to say because what should have taken 5-10 minutes (we are minimalist Europe travelers) took 20 minutes before a supervisor stepped in and told her to get on with it. I have no idea how long this would have taken had he not stepped in. All I knew is I probably would have been arrested for peeing on their floor had it taken too much longer.

We did ask for the comment card. :) Spouse thanked the supervisor verbally for intervening while I RAN out of there trying to find a restroom.

As to the TSA, I'm certain that dignity, respect and professionalism are just buzzwords on the website and they certainly don't want to know from 70-80% of travelers that they are generally disrespectful, strip us of our dignity and are about as professional as children at play.

What was the 20-minute delay about?

I sincerely believe it was just to be a jerk.

As soon as I said I had to use the restroom when she asked me about my obvious distress, she slowed down to a crawl although she'd managed to get through my spouses bag in just a couple of minutes. We both travel to Europe with small carryons. I'm neurotically organized and use the packing cubes, etc. So, she would take 30 seconds to SLOWLY unzip a small cube. I don't even wad up socks - the are all separate and flat - so, she'd take each short sock out individually and hold it up and inspect it and turn it inside out. I vividly remember my bras and panties being dumped and left out on the on the table (I got to repack my bag, IIRC). I was dreading her inspection of my pants because I figured that would take 20 minutes just for two pairs of jeans. It just wasn't very professional or efficient, IMO.

If we had been flying back from Amsterdam or something, I might have almost understood it, but since the slow down started the minute I said I had to use the bathroom, and a supervisor eventually told her to move it along already, I think it was simply a power trip. I could be wrong as perhaps needing restroom looks suspicious, but to go from a reasonable speed through my spouse's bag to unbearably slow for my bag, power play seemed a logical guess. I've never shied away from accepting my responsibility - I learned to just be neutral no matter what because it might have appeared to be a reason to be suspicious. And I now ALWAYS use the restroom before landing.