Airline Responses
 

I emailed United, AirTran and American. Have not gotten a response from UA.

AA seems to get it. AirTran does not.

Here is AirTran's response:

Thank you for contacting AirTran Airways by e-mail. I am sorry to learn of your disappointment, however, we thank you for allowing us the opportunity to address your concerns.

Please understand we no longer perform searches at any of the airports we service and, therefore, have no control over the manner in which security screening is conducted. The Transportation Security Administration is conducting this procedure. For matters associated with screening procedures, please contact the TSA hotline at 1.866.289.9673 or online at: www.tsa.gov

If I have failed to address all of your concerns, please contact me directly in a reply to this message. We hope to have the opportunity to serve you on a future AirTran Airways flight.
Sincerely,


Here is American's response:

Thank you for contacting Customer Relations, I welcome the opportunity to reply.

We understand your disappointment with the current passenger and baggage screening process. The United States Transportation Secretary has vowed to make airport checkpoints swift and secure. To ensure the continued improvement of the airport screening process, the U.S. Department of Transportation has asked us to advise customers to contact the Transportation Security Administration (TSA) directly with feedback or issues concerning security checkpoints. The TSA Consumer Response Center may be accessed toll-free at 1-866-289-9673 or you can use their convenient online customer contact form available at http://www.tsa.gov/contact/index.shtm.

In addition Mr. Smith, I've shared the details you provided with our Corporate Security personnel. While you may also wish to contact your Congressional Representative and Senators in this regard, the airline industry and our government are working in mutual cooperation to ensure the safety and convenience of all airline passengers.

Sincerely,


I suggest that all of us email or write letters to the airlines. They need to understand that many of us (myself certainly included) are cutting back on flying as long as this lunacy remains.

Dear Mr. **************,

RE: Case Number ********

Thank you for forwarding your concerns regarding the body scanners that
are currently being implemented by the Transportation Security
Administration (TSA). On behalf of everyone at Delta, I was so sorry to
read of your deep dissatisfaction that the body scanners are being used
as a means of screening airline passengers.

Please know that these procedures are conducted by the Transportation
Security Administration (TSA). We recognize the inconvenience that
security requirements sometimes impose upon our passengers, and we
appreciate your observations. Your concerns about the use of body
scanners may be further addressed directly with the TSA. You may access
the TSA web site, www.tsa.gov/public/ or you can contact them at:

- Telephone: 1-866-289-9673

- Write to: Transportation Security Administration

601 South 12th Street

Arlington, VA22202-4220

Mr. *************, thank you so much for writing. We will always consider it a
privilege to be of service.

Sincerely,

John M. Smith
Coordinator, Customer Care
Delta Air Lines/KLM Royal Dutch Airlines

__________________________________________________ _______________


Delta doesn't seem to have a good handle on the problem either. It seemed to be a very canned response that didn't even address all the concerns I posted in the intial letter. I have since responded to this and I'm not optimistic about getting a response back.

JBC78

Proposed reply:
 

Dear Mr. Smith:

I write in reply to your response. You don't seem to understand the matter. While you may recognize the "inconvenience" the tsa imposes on your customers, your customers will not long be your customers given the actions and policies of the TSA. In fact, we will not be using the commercial aviation system until you help clean it up.

Your choice: reduced load factors, reduced flights, reduced revenue or lobby congress to fix the problem.

Sincerely,

Ex-Pax.

From Air Canada
 

Dear Ms. Lostinthewash:

Thank you for your email to Mr. Careen. It is my pleasure to respond on behalf of Air Canada.

Security is the responsibility of CATSA. Their website link is www.catsa-acsta.gc.ca

Air Canada does work diligently with CATSA to ensure the utmost in safety and security for our passengers and crew.

We do thank you for your feedback Ms. Lostinthewash and I have taken the liberty of forwarding your concerns for our internal planning considerations.


Sincerely,
<Name Removed>
Customer Relations
Executive Centre

------------

Mr. Careen is Air Canada's Vice President, Airports (responsible for the "airport experience")

Of particular disappointment to me was the total lack of actual response. My letter to them indicated that I while I knew CATSA was responsible for security, my paying dollars went to the airline, and they should expect significantly less revenue from me until they exert some influence.

I wrote southwest on Wednesday. I think they're swamped. I got a prompt reply, but it was basically "someone else will answer you within a month". At least it wasn't a total blowoff.

A lot of airline complaint handling is automated: look for certain keywords, select standard response, clerk hits "send" key. A second round like this (w/ the original letter attached) is often needed to get their actual attention.

That par for WN, at least they acknowledge receiving it. If they don't reply in 30 days, you will get an apology for the delay.

At least, that been my experience in dealing the them via email.