TSA customer relations in checkpoint queue
#61
Join Date: Jun 2012
Location: MEL, PER, PBO, occasionally ships, oil rigs and other places that no sane human being should ever find themselves
Programs: IHG RA, PC Plat, QF Plat/LTS
Posts: 804
#62




Join Date: Jul 2007
Location: Sydney (for now), GVA (only in my memories)
Programs: QF Lifetime Silver (big whoop)
Posts: 9,287
I know it's sacrilegious to defend the TSA on here, but OP mentioned 3 things that the TSO in question was doing:
1. asking pax if they had any questions about the screening process
2. asking conversational questions like "are you going to Disneyland?"
3. talking about how his son was just finishing a posting to a USAF base.
Which one of these three is a violation of your rights, and how?
1. asking pax if they had any questions about the screening process
2. asking conversational questions like "are you going to Disneyland?"
3. talking about how his son was just finishing a posting to a USAF base.
Which one of these three is a violation of your rights, and how?
I don't have a problem with #1 if it's asked in a genuine, helpful way (and not the attitude that any problem at the checkpoint is because passengers are stupid.) At worst, it's redundant; most people with questions figure out they can ask someone in the relevant uniform.
(#1 also assumes that the person answering questions has the same understanding of the process as the screener further up the line. No point asking "do I need to remove my iPad" if everyone isn't on the same page.)
#2 is an unnecessary invasion of privacy. Whether I'm going to Disneyland has no bearing on a check of my person and baggage for WEI. Perhaps the passenger is traveling to a funeral and is just barely holding their emotions in check. It's none of TSA's d@mn business where or why I'm traveling.
#3 is an unnecessary waste of time. I'm not his Facebook friend; I'm not his bartender; we're not building a relationship here. I don't really care that he has children, much less what they do.
To see how ridiculous this is, imagine this scenario at other places where the public interacts with the gov't.
You walk into the post office and there's a long line. An employee (instead of serving customers) stands inside the door talking to people as they join the line.
1. "Do you have any questions about the post office today?"
2. "Who is that letter addressed to? What did you say? Is that package a birthday present? Who is it for?" *
3. "My son has a shirt just like yours. He works in New York. He's getting married in August. I'm going to go visit him next week..."
* Note that the person at the counter has a legitimate requirement to know the name and address on the envelope or package, and may need to know what's in the package. But not the time-waster at the door.
Or the DMV. There's a long line. But an extraneous employee is talking to the people lined up.
1. "Do you have any questions about the DMV today?"
2. "What kind of car do you drive? What color is it? Does it get good mileage?"
3. "My sister just bought a new car. She likes blueberry pie. Do you like blueberry pie? I remember once when she was younger she ate a whole blueberry pie and then she was sick for a week. ... "
* Note that the person at the counter may have a legitimate requirement to know the make/model of my car for some transactions. But not the time-waster at the door.
#63
Moderator: Smoking Lounge; FlyerTalk Evangelist



Join Date: Feb 2004
Location: SFO
Programs: Lifetime (for now) Gold MM, HH Gold, Giving Tootsie Pops to UA employees, & a retired hockey goalie
Posts: 29,074
#64
Original Poster




Join Date: Nov 2008
Location: South Yorkshire, UK
Programs: VS Silver
Posts: 2,478
Wow, and wow!
Just checked back in on this thread for the first time since my initial post and find that what I took to be an innocuous and potentially helpful approach from a TSO now appears to be much more sinister. As a conversationalist the officer in question was pleasant, if not a sparkling must-have dinner guest, but if he was trying detect abnormal behaviour on my part then I've got to say that he was about as effective as a chocolate teapot! He didn't look me in the eye and seemed more interested in talking to me than listening to what I had to say.
I'm not one of those who will necessarily stand up for my rights at all costs (and by that I mean that I'd rather tell the TSO I'm headed home/to Disneyland than possibly subject myself to a private interview, strip search and delayed journey) but I will now think twice before answering questions from these under-skilled nincompoops in the future.
All-in-all, I'm glad I started this.
Just checked back in on this thread for the first time since my initial post and find that what I took to be an innocuous and potentially helpful approach from a TSO now appears to be much more sinister. As a conversationalist the officer in question was pleasant, if not a sparkling must-have dinner guest, but if he was trying detect abnormal behaviour on my part then I've got to say that he was about as effective as a chocolate teapot! He didn't look me in the eye and seemed more interested in talking to me than listening to what I had to say.
I'm not one of those who will necessarily stand up for my rights at all costs (and by that I mean that I'd rather tell the TSO I'm headed home/to Disneyland than possibly subject myself to a private interview, strip search and delayed journey) but I will now think twice before answering questions from these under-skilled nincompoops in the future.
All-in-all, I'm glad I started this.
#65
Join Date: Nov 2008
Posts: 3,657
What a wonderful way to treat the "19th layer of security".
#67
Join Date: Apr 2009
Posts: 2,195
Wow, and wow!
Just checked back in on this thread for the first time since my initial post and find that what I took to be an innocuous and potentially helpful approach from a TSO now appears to be much more sinister. As a conversationalist the officer in question was pleasant, if not a sparkling must-have dinner guest, but if he was trying detect abnormal behaviour on my part then I've got to say that he was about as effective as a chocolate teapot! He didn't look me in the eye and seemed more interested in talking to me than listening to what I had to say.
Just checked back in on this thread for the first time since my initial post and find that what I took to be an innocuous and potentially helpful approach from a TSO now appears to be much more sinister. As a conversationalist the officer in question was pleasant, if not a sparkling must-have dinner guest, but if he was trying detect abnormal behaviour on my part then I've got to say that he was about as effective as a chocolate teapot! He didn't look me in the eye and seemed more interested in talking to me than listening to what I had to say.
I'm not one of those who will necessarily stand up for my rights at all costs (and by that I mean that I'd rather tell the TSO I'm headed home/to Disneyland than possibly subject myself to a private interview, strip search and delayed journey) but I will now think twice before answering questions from these under-skilled nincompoops in the future.
All-in-all, I'm glad I started this.
All-in-all, I'm glad I started this.
Here (http://en.wikipedia.org/wiki/Microexpression) is a bit on the basic concepts of the BDOs training. Its not exhaustive, but it is informative for the lay person.
#69
A FlyerTalk Posting Legend




Join Date: Sep 2006
Location: where the chile is hot
Programs: AA,RR,NW,Delta ,UA,CO
Posts: 48,888
I know it's sacrilegious to defend the TSA on here, but OP mentioned 3 things that the TSO in question was doing:
1. asking pax if they had any questions about the screening process
2. asking conversational questions like "are you going to Disneyland?"
3. talking about how his son was just finishing a posting to a USAF base.
Which one of these three is a violation of your rights, and how?
The TSA does plenty of things that legitimately deserve criticism, but sometimes I think that people on FT have an automatic reflex that immediately criticizes anything they do. I could post a message on here saying "Today I saw a TSO chewing gum" and immediately people would claim a violation of their constitutional rights and waste of taxpayer money.
1. asking pax if they had any questions about the screening process
2. asking conversational questions like "are you going to Disneyland?"
3. talking about how his son was just finishing a posting to a USAF base.
Which one of these three is a violation of your rights, and how?
The TSA does plenty of things that legitimately deserve criticism, but sometimes I think that people on FT have an automatic reflex that immediately criticizes anything they do. I could post a message on here saying "Today I saw a TSO chewing gum" and immediately people would claim a violation of their constitutional rights and waste of taxpayer money.
Question 2 and Comment 3: If these are sneaky BDO-wannabe gambits, they are both time-wasters (no one else behind the pax in line? does the pax have the time to engage in small talk?) Is it a documented requirement that pax engage in small talk with a TSO just because the TSO wants to chat?
#70
A FlyerTalk Posting Legend




Join Date: Sep 2006
Location: where the chile is hot
Programs: AA,RR,NW,Delta ,UA,CO
Posts: 48,888
I understand your objection ... but I think there is a point to the objections.
Here's the problem, at least from my perspective. (Standard disclaimers apply: IANAL).
When you're interacting with a LEO, and you're a suspect in a criminal proceeding, the LEO has to inform you of that fact, and make your rights clear to you before proceeding with questioning. Thus, you're fully informed as to the intent of the questions being asked, and how your answers will be used. If you're uncertain as to how to proceed, you have every right to request legal counsel, and for the interaction to cease until that point without any consequence to you.
When you're interacting with a TSO, having one of these conversations, the situation is far different. If the TSO is a BDO, the BDO does not have to identify him/herself to you as such. The TSO does not have to tell you that the answers to your questions are being used to determine your admissibility past the checkpoint, or to determine whether you should be subjected to additional screening. It is not clear at all what the consequences are for refusing to engage in such conversation; anecdotal information suggest that at least some TSOs use such refusal as a basis for retaliatory screening or denial of admissibility (D-Y-W-T-F-T). Of course, since TSA will not publicly discuss the standards for behavioral screening, citing "SSI", there's no way to know if such TSOs are acting within or outside the scope of their duties.
(To be fair: the consequences are very different in the two situations. The LEO can arrest you. The TSO can only deny you the opportunity to make your flight --- and in the case of larger airports, perhaps only temporarily.)
In short: when a TSO begins such a smalltalk conversation with a passenger, there's no way for the passenger to know whether the TSO is honestly trying to be friendly and helpful, or whether the TSO is engaging in a criminal interrogation of a suspected terrorist. And that's sad.
Here's the problem, at least from my perspective. (Standard disclaimers apply: IANAL).
When you're interacting with a LEO, and you're a suspect in a criminal proceeding, the LEO has to inform you of that fact, and make your rights clear to you before proceeding with questioning. Thus, you're fully informed as to the intent of the questions being asked, and how your answers will be used. If you're uncertain as to how to proceed, you have every right to request legal counsel, and for the interaction to cease until that point without any consequence to you.
When you're interacting with a TSO, having one of these conversations, the situation is far different. If the TSO is a BDO, the BDO does not have to identify him/herself to you as such. The TSO does not have to tell you that the answers to your questions are being used to determine your admissibility past the checkpoint, or to determine whether you should be subjected to additional screening. It is not clear at all what the consequences are for refusing to engage in such conversation; anecdotal information suggest that at least some TSOs use such refusal as a basis for retaliatory screening or denial of admissibility (D-Y-W-T-F-T). Of course, since TSA will not publicly discuss the standards for behavioral screening, citing "SSI", there's no way to know if such TSOs are acting within or outside the scope of their duties.
(To be fair: the consequences are very different in the two situations. The LEO can arrest you. The TSO can only deny you the opportunity to make your flight --- and in the case of larger airports, perhaps only temporarily.)
In short: when a TSO begins such a smalltalk conversation with a passenger, there's no way for the passenger to know whether the TSO is honestly trying to be friendly and helpful, or whether the TSO is engaging in a criminal interrogation of a suspected terrorist. And that's sad.
#71
A FlyerTalk Posting Legend




Join Date: Sep 2006
Location: where the chile is hot
Programs: AA,RR,NW,Delta ,UA,CO
Posts: 48,888
In theory, TSA has no authority to detain anyone. In practice, between the LEOs who answer to TSA and the physical set up of the checkpoints (and the over-arching fear of being put on the No-fly list as retaliation), TSA has unlimited abilty to detain and has successfully established this many times.
#72
Join Date: Jun 2012
Location: MEL, PER, PBO, occasionally ships, oil rigs and other places that no sane human being should ever find themselves
Programs: IHG RA, PC Plat, QF Plat/LTS
Posts: 804
#73
A FlyerTalk Posting Legend




Join Date: Sep 2006
Location: where the chile is hot
Programs: AA,RR,NW,Delta ,UA,CO
Posts: 48,888
So what is your opinion (not challenging, just trying to understand) - does a pax have a legal right to decline to answer TSA questions?
I don't mean a secret 'SSI' SOP that varies with the time of day and the mood of the TSO - and can't be verified one way or the other, even in a court of law.
We've seen reports of TSA using police as sort of proxy agents. Pax refuses to submit ID to TSA for copying. TSA summons police, police demand ID, pax surrenders ID to LEO and LEO hands ID to TSA for copying and registry in federal government databases as a trouble-maker. I could, I'm guessing, decline to answer questions to an LEO - can I legally decline to answer a TSO's questions? If so, am I then legally subject to administrative fines?
TSA can (and will) share any information I give them with law enforcement - they may share the answers to questions that I would decline to answer if asked by an LEO without an attorney present.
I don't mean a secret 'SSI' SOP that varies with the time of day and the mood of the TSO - and can't be verified one way or the other, even in a court of law.
We've seen reports of TSA using police as sort of proxy agents. Pax refuses to submit ID to TSA for copying. TSA summons police, police demand ID, pax surrenders ID to LEO and LEO hands ID to TSA for copying and registry in federal government databases as a trouble-maker. I could, I'm guessing, decline to answer questions to an LEO - can I legally decline to answer a TSO's questions? If so, am I then legally subject to administrative fines?
TSA can (and will) share any information I give them with law enforcement - they may share the answers to questions that I would decline to answer if asked by an LEO without an attorney present.
#74
Join Date: Jun 2012
Location: MEL, PER, PBO, occasionally ships, oil rigs and other places that no sane human being should ever find themselves
Programs: IHG RA, PC Plat, QF Plat/LTS
Posts: 804
So what is your opinion (not challenging, just trying to understand) - does a pax have a legal right to decline to answer TSA questions?
I don't mean a secret 'SSI' SOP that varies with the time of day and the mood of the TSO - and can't be verified one way or the other, even in a court of law.
We've seen reports of TSA using police as sort of proxy agents. Pax refuses to submit ID to TSA for copying. TSA summons police, police demand ID, pax surrenders ID to LEO and LEO hands ID to TSA for copying and registry in federal government databases as a trouble-maker. I could, I'm guessing, decline to answer questions to an LEO - can I legally decline to answer a TSO's questions? If so, am I then legally subject to administrative fines?
TSA can (and will) share any information I give them with law enforcement - they may share the answers to questions that I would decline to answer if asked by an LEO without an attorney present.
I don't mean a secret 'SSI' SOP that varies with the time of day and the mood of the TSO - and can't be verified one way or the other, even in a court of law.
We've seen reports of TSA using police as sort of proxy agents. Pax refuses to submit ID to TSA for copying. TSA summons police, police demand ID, pax surrenders ID to LEO and LEO hands ID to TSA for copying and registry in federal government databases as a trouble-maker. I could, I'm guessing, decline to answer questions to an LEO - can I legally decline to answer a TSO's questions? If so, am I then legally subject to administrative fines?
TSA can (and will) share any information I give them with law enforcement - they may share the answers to questions that I would decline to answer if asked by an LEO without an attorney present.
From what I understand, a TSO can ask you literally anything and you don't have to answer anything. This may be incorrect with regards to your identity, I'm not sure.
When you speak of "administrative fines" are you talking about money? IE can they write you a ticket if you refuse to answer their questions? If so the answer, again to my knowledge, is no.
In some places it is a crime to fail to identify yourself to a LEO and most (all?) of the time a LEO can detain you for the purpose of determining your identity should you refuse to identify yourself to them. This usually involves running your fingerprints through NCIC or similar. Keep in mind that TSOs are not LEOs and, as stated, I don't know what their powers (if any) are to demand that you identify yourself to them.
Once a LEO requests your identity documents and you provide them to the LEO, does s/he then have the legal right to hand those documents over to the TSO for data entry purposes? I'm not sure.
Last edited by scoow; Jul 22, 2012 at 11:04 pm Reason: derisive term
#75
Moderator: Smoking Lounge; FlyerTalk Evangelist



Join Date: Feb 2004
Location: SFO
Programs: Lifetime (for now) Gold MM, HH Gold, Giving Tootsie Pops to UA employees, & a retired hockey goalie
Posts: 29,074



