chollie

There is a notable effort on the part of @ASKTSA and @TSA to avoid systematically collecting information on problem airports/checkpoints. The screeners/bots could at least ask for airport information from every report of unprofessional behavior. TSA does not need personal information to review tapes and observe baggage screeners tossing opened LGAs back into bags or cutting locks and even bags themselves. TSA also doesn't need personal information to review tapes of checkpoints that receive complaints.

It is the exception, not the rule, when the twitter response advises the pax to file a claim. The response is usually a variation on what I posted above: "Saw-ry! No worries! We ask our screeners to be respectful/return bags to original state, but it is up to them whether or not they do. Final Say."

An honest organization whose employees truly want to improve would not read the tweets, decline to suggest tweeters file a complaint with someone who might listen, and then claim that if there are no complaints. An organization with integrity would use any means available and act on any information source to identify and act on misbehaving employees and stupid and ineffective procedures.

Instead, TSA continues to dispense inaccurate and misleading information on the twitter feed, makes lame efforts at twitter-bot humor but zero efforts at using an available source to gather data to improve the work force - not retaliate against those pax who report the issues.

The issues with breast milk and mistreatment of handicapped pax at DEN is a perfect example. The DEN FSD has all the information he needs from tweets to follow up on what is happening - if he cared. He doesn't need complaints filed or the names of pax he can retaliate against. He doesn't care and neither does HQ.

Boggie Dog

And if a member of the public chips in suggesting that the indivudual violated file a complaint or take other action TSA bars the responding person from even reading @TSA/@AskTSA tweets.

chollie

There is an episode currently trending on Reddit. Pax and companion were traveling from AUS to NYC. Pax has a hard cast because of a broken ankle - plates and screws were put into the ankle. He checked ahead of time with TSA, thought he'd be OK. He got extra scrutiny in AUS.

NYC TSA refused to let him fly because they couldn't remove his cast and they claimed they couldn't clear it. Apparently even the Port folks and bomb specialists thought he should be OK to fly, but TSA didn't agree. He and his companion are on a bus on the way home.

This has been reported on @ASKTSA. @ASKTSA's response is that they will look into it only if the pax reports it.

Why? It seems to me that if an incident was escalated to the point of involving Port authorities and bomb experts, TSA wouldn't wait for a pax complaint to look into the issue.

If you leave me an anonymous message telling me that you saw one of my employees stealing from the cash register, I am not going to refuse to look into the matter unless you submit a formal complaint. If I were head of TSA, I would assign someone to start logging and formally investigating all twitter and FB complaints - and praise! I think it is highly unlikely that multiple pax would post fake complaints - or praise - about specific airports, checkpoints or screeners. No need to wait for formal complaints, particularly because some folks fear retaliation. If a screener has misbehaved and it can be verified on video or personal observation, then TSA doesn't need the pax's personal information to address the issue.

I would also start holding FSDs accountable for the complaints and praise generated by their staff - and by accountable, I mean that based on complaints, the DEN and MCO FSDs would see no annual bonus.

We all just want TSA to work at least as efficiently and respectfully as airport security does in virtually every other country in the world! Is that really too much to ask?

Boggie Dog

But you are not TSA. At TSA management would want their cut of the theft.

petaluma1

Here's a link to the Reddit report:

https://www.reddit.com/r/legaladvice..._to_austin_tx/

chollie

Full disclosure: I have tweeted praise for two screeners - named names and airports.

I'd like to think the praise went to the screeners and their respective FSDs, but I think it is unlikely. I am not going to use any other TSA tool to submit the praise, because I do not see any reason why TSA needs my personal information to accept specific praise about a specific employee.

FliesWay2Much

A "friend" of mine who posts on Twitter is annoyed that the standard response to damaged luggage and missing items is "file a claim." There was one yesterday about somebody who had their carry-on bag taken to a separate off-line table while he was bring groped. The bag was out of his sight. Sure enough, his laptop was missing. My "friend" had to post a message urging the passenger to call the airport police, explain what happened, and ask them to pull the checkpoint video. AskTSA NEVER suggest this, let alone takes the action to do it themselves. My "friend" is pretty darn tired of this.

chollie

It shouldn't be that hard for the bot-generated replies to always include that information..

Or do TSA bots have the 'final say' about what they post?

It's sad that TSA doesn't think TSOs damaging pax luggage is a problem. These problems should be tracked and the responsible FSDs should see a reduction in their bonuses until they address these problems.

You may say why? Ruining a pax's bag or the contents is not a security issue per se. It does indicate either a lack of oversight and professionalism or deliberate management support. If it is the former, then it is a potential security risk, because TSOs who can rifle and ruin bags with impunity can also put contraband into pax bags. If it is the latter, pax should be fairly and quickly reimbursed (30-days max) and the relevant supervisors should see a corresponding reduction in their bonuses to offset the cost of their mismanagement to taxpayers.

Boggie Dog

Doing a job poorly, which would include not replacing items as found, demonstrates a lack of professionalism, integrity, and honesty.

Pretty much describes TSA in my opinion.

chollie

I know TSA HQ is mildly displeased when a video of TSA misconduct goes viral or makes the mainstream news. I know at least one TSO deplores this and thinks a better approach is to utilize the TSA complaint system to report problems.

I would suggest that people wouldn't be posting videos and the news media wouldn't be running them if people believed that TSA actively addresses customer feedback, both positive and negative.

FliesWay2Much

I've also noticed that AskTSA will leave no stone unturned if someone has a problem with ExtortionCheck.

leungy18

Any damage caused by a TSO should be compensated right out of said TSO's paycheck.

Nothing's going to happen unless someone organizes a lawsuit. Or lawsuits.

petaluma1

More from the Reddit story about the guy who was refused boarding and took a bus home to Texas from NYC:

WillCAD

Horrible episode. I'd love to see the supervisor who did this get his just desserts (i.e. disciplined or fired), but that won't happen, I'm sure.

One mistake the guy made - he took Greyhound all the way home instead of trying another airport. There are three or four in NYC alone, and of course he passed PHL, BWI, DCA, IAD, and a host of others on his way back to Texas. Probably just so shocked and dismayed he didn't think of it, perfectly natural, but yeah... should have taken a shorter ride to a closer airport and flown home from there, instead of taking a 38 hour ride.

Boggie Dog

Isn't that the primary issue with TSA and TSA's abuse of the public, screeners not following policy?

Since TSA HQ claims that TSA screeners are a highly trained anti-terrorist organization it must be unthinkable to TSA's so-called leadership to even contemplate that a screener (or multiple screeners) botched a screening procedure.

It's sad that the emeny is suppose to be on out side.