Getting a name....
 

I am new to posting here, I read the forum quite a bit but never had occation to ask a question or offer an answer.

In the past several months I have run into a number of TSOs, LTSOs and TSMs who seem to have widely divergent attitudes towards passengers asking their name. By way of background, any time a TSA employee touches my bags, selects me for a secondary, or what have you, I write a letter to the CSM or FSD sharing my experiences. I feel that since the TSA used a few moments of my day I am well within reason to use a few moments of their day reading a letter.

IAD - When asked his name, the TSO placed his hand over his badge and began removing it. Letter to FSD resulted in general "your comments are valuable" letter.

IAH - When asked her name the LTSO turned her back to me and loudly announced "Oh no, you do not need to know my name". Letter to CSM resulted in "Your experiences show we have remaining areas for improvement." (understatement of the year)

SFO - When asked his name, TSO offered to write it down for me, along with supervisors name and CSM name. Offer accepted, nice note sent to CSM.

MCI - When asked her name, TSM refused, threatened to throw me out of secure area. Letter to CSM went unanswered for 3 weeks, call to TSA contact center resulted in promise to forward contact request to CSM. No word back - its been months.

PVD - When asked her name TSO refused and covered badge with hand, TSM also refused name until issue was made clear. Once issue was described, TSM provided CSM's name and walked away.

BWI - When asked her name TSM summoned LEO and announced that I had become "too difficult". Threatened to eject me from secure area. LEO found name of TSM and urged me to write CSM. Previous interactions with CSM caused letter to go unanswered, same with letters to Assistant FSD and FSD. Note: this airport has got to have the worst TSA staff in the country.

AUS - (Several occasions) When asked his/her name TSOs offered complaint form, name and, in some cases ID number. TSOs, TSMs and CSM were all very nice and helpful.

FLL - When asked his name TSM informed me that "you dont have that right in here" (gesturing to secure area behind him) and removed his brass name badge. When asked to clarify, TSM threatened to call LEOs. When further pressed, TSM offered the name of the CSD and suggested that writing him would be like performing a physically impossible intimate act. Call to TSA's Media Affairs line resulted in "we will investigate" followed by "the cameras do not record audio". Letter to CSM proved similar to preforming afore mentioned intimate act.

The list goes on....

The question is: what is the rule about providing names to a customer, where is it written, and what the heck do you do when it is not being followed?

A fellow traveler suggested once that we should travel to the airport with pen and paper in hand, write down all badge names and numbers we could see and start a website with little reviews, as in:

Bob, 12345, TSO at CLT: Doesnt like to change his gloves

I think thats a nice idea, but I still need a name first...

To be honest with ya, a screeners are basically fighting a battle on two fronts. One being the public and the other is their own management. I myself would always give my information if a pax wanted it but others are very reluctant because management is always looking for a way to accuse screeners something. It's really a no win situation for a screener. If a positive comment form is submitted the screener will never here about it from management. But if it is negative than watch out, you will be pulled into the "interrogation room" for a counseling. This is how it was at my airport (CVG) but i imagine it is the same nation wide. Remember screeners are treated as a warm body to fill a position and nothing more.

I don't ask, I just glance at the badge and memorize. Even before a tête-à-tête begins with a miscreant TSA employee, I've already got a name.

Well, they have some of the worst management in the entire country, so it only goes to follow that the staff would be difficult.

His experience at BWI is same as mine. And I fully agree with your assessment.

And blame the victim as being the difficult party.:o

When I sent in a letter at BOS about a screener who did a good job, I got a very personalized response. Don't know what would have happened if it had been a complaint.

If you want a name and they won't give you their name, just say, "I thought you were really professional and wanted to write a letter."

Mike

I suggest that you copy your comments over at PV (www.tsa.gov/blog) and see what response you get. I doubt any at all but it will be interesting watching BB trying to weasel out if he does answer.

I posted a while back about how to develop and practice a technique to do as Spiff recommends. Even if you have a rare non-confrontational trip through a checkpoint, it's a good habit to get into.

If you're not too good at short-term memory, simply lie and say you want to submit a compliment (it's the same form!). They will tell you their life story and probably give you their credit card numbers.

Isn't it SFO that uses a contractor to do the screening?

This vary tude from screeners like the OP has gotten and others is the reason I carry a camera and have no problems taking a picture of the offender(s) to affix to the complaint.

Boston at terminal B has some of the most agreeable TSO's anywhere. They have never given us a hard time. A lot of airports could take lessons from them.

How To Do It
 

Flies' excellent advice can be found at post #5 here.

Your cell phone likely can be used to record voice and text notes. If those are features you don't normally use, practice, maybe set up a voice command to access it quickly. I doubt that making a voice memo to yourself could be restricted under all-parties-consent-state laws; may be easier to use than note paper/writing implement at a checkpoint while also juggling coat, shoes, kippie bag, laptop etc.

Four-inch mini-Sharpies fit nicely in many accessible places. It's harder to confiscate a waterproof stain on your skin than a paper note or electronic device, too. :D

I'm required to give my name to a customer when they call into my work's call center for help. If the customer asks me to repeat my name during the call, I do so.

Why should it be any different for TSA people? If I ever request a name, it will be more if I feel treated badly for no reason.