I've had it with TSA
 

I'm at LAX, having cleared security at UA's terminal (security is mid-way between T6 and T7). As happens from time to time, the x-ray scanner person called for an ETD on my computer bag (lots of wires and stuff). I had to ask the TSO who performed the inspection twice to change her gloves before putting her hands in the bag that contains, among other things, my medication. After the second time, she glares daggers at me, heaves her shoulders and says, "Oh, gosh," in this incredibly irritated tone. I just say, "thank you." When she finishes the inspection, she says nothing, turns on her heels and stalks away. I go over to the supervisor's desk and ask for a complaint form. I'm handed one of those little cards with the TSA website. I told him, "I'd like to have a complaint form. You're supposed to have them at the checkpoint." He says, "I've never been aware of any complaint forms at the checkpoint." I looked at him and said, "You're procedures provide that complaint forms are available at each checkpoint. Are you telling me you don't have any?" He said, "I'm just saying I've never heard of any complaint forms -- everything is on the internet." One of his subordinates said, "That's right -- they've changed it." I said, "No, they haven't. It's unacceptable that you can't even follow your own SOP."

I know that someone has previously posted a URL where I can get a complaint form. I also want to follow up on this. I've had it with being treated rudely and disrespectfully by uneducated fools who can't even follow their own rules.

PLEASE post this in the current thread on the TSA blog. You'll be doing a great service for all travelers.

courtesy of ND Sol (and pm'd you as well): http://www.millerworks.net/TSA-Compl...iment-Form.pdf

Regarding TSA, I'm right behind Spiff with total disgust with everything to do with this agency. However, for the twelve times thru the gates this year, I think I've stood in line a total of fifteen minutes and have never had a hassle.
Have never spoken a word. I acknowledge any words by them with a blank stare.

Here you go (& thanks to the FTers who posted them):
http://home.comcast.net/~mdtraveler/...iment-Form.pdf
http://www.millerworks.net/TSA-Compl...iment-Form.pdf

An attitude of one person over a glove change and the lack of a complaint form sets you off? Are you serious?

Besides, even by your own words, it kind of comes off as you being the aggressor and/or fool in the complaint form issue thing. Getting in a lather over a piece of paper just isn't worth it.

What's the big deal about the complaint form anyway? Doesn't a diplomatic typing of one letter and printing it multiple times, and then sending them to the appropriate parties seem a little more productive?

All that said, yeah, the screener should have changed the gloves at first request. But if this entire situation bothers you to the degree you portray yourself, you might burst a blood vessel for something truly egregious.

Are you frigging kidding me??? Why shouldn't OP expect both to be treated respectfully and to have his/her friendly neighborhood TSOs actually follow the few rules that they've decided aren't too top secret to disclose?

Perhaps if people actually complained every time a TSO was rude to them, the magnitude of complaints might cause someone, somewhere, to notice there's a problem . . . .

Yes, I'm serious. Being treated with contempt by a TSO when I ask them to do their job, and being lied to by a supervisor when I wanted to complain about it set me off.

I wasn't in a lather. However, I do insist that TSA comply with their own stated policy. I also don't particularly appreciate two supervisors lying because their station didn't comply with TSA requirements.

The big deal is:

1. TSA is required to provide them at each checkpoint.
2. That is the designated vehicle for reporting a complaint.

No, it doesn't.

I'm in no danger of bursting a blood vessel. And you are in no danger of being taken seriously.

Since when do they follow the rules. :confused:

Gone.

No, you see, you're missing the point. They consistently change SOP at the WTMD to make sure that they fool the terrorists. You see, by not having forms handy, they have both another chance to interact with and SPOT the terrorists as well as preventing those terrorists from filing complaints.

Mike

I would be but thats because of my knowledge of the sanitation (or extreme lack of) of TSA Checkpoints, in addition to the normal violations of the consititution.

Go ahead and believe what you want but i sure as heck dont want to deal with the following MRSA (Super staph infection - resistant many antibiotics), VRE (same as VRE just resistant to a different set of antibiotics), MRDO (combo of MRSA & VRE), as well as fecal coliform, and other flora from bodily fluids, and thats just the short list.

Shall i go on?

"Our rudeness keeps you safe!" ;)

Follow-up: Email from TSA
 

I received this email today:

Why am I unconvinced?

So, after getting into the lather about a lack of a complaint form and getting two links in this thread to the precious complaint form, you sent in an e-mail?

You sure got your point across and showed them!

Well at least he didn't just roll over and die like you seem to think he should. He did something, which is really difficult for most people, it seems.

Henry

Are these forms official? If so, they demonstrate just how stupid and uneducated the TSA is. The form has a line that says "Aggrieved screener known?" about two-thirds down the page.

Obviously if it is a complaint form to be filled out by a passenger, the passenger is the aggrieved party--not the screener!

Does this agency not have access to a dictionary?

Where did I insinuate that?

My guess would be NO, given the number of misspelled words on the hand-lettered signs my esteemed colleagues have pinned up at the checkpoint in a sincere, if semi-literate, attempt to give helpful direction to the PAX ... :rolleyes:

I'm curious. What do you think I should have done? I will not allow someone to paw through my things, which include medications that I take, headphones that I wear over my ears, etc., with dirty gloves that just handled someone else's dirty underwear. I also don't expect any government employee to treat me rudely and disrespectfully. Finally, I expect the TSA to follow its own procedures with respect to complaints, and not allow supervisors to lie to cover up their own lapses.

These are official forms, but not sure if they are the most up to date. When it was virtually impossible to get a passenger comment form, a few of us were given the linked form. And the form is still used, but it appears that it is intended for internal use. Doesn't mean, however, that we can't use it.

I have had TSO's grill me about how it came into my possession since it is SSI. I just say that it is easy enough to find on the internet. I even had a supervisor at IAH refuse to give it back to me. I said fine, I will just print up more. They don't seem to understand that it is SSI only when it is completed, not when blank.

And if the terrorists successfully file a complaint, they win.

What you should have done is what has been said in this forum ad nauseum; write the FSD, write airport management, write the airline's boss at LAX. THAT'S why I asked whether you're better off writing a complaint form or you'd be better off sending multiple copies out to multiple people.

That's what I've been doing.

Just wait 'til you find out what "areas of concern that may require special attention" means. The black helicopters have silencing equipment . . .

You did?

Since LAX is a large airport, can you post the FSD name and mailing address for others should another FTer have an issue?

I haven't written the FSD. I am following up by phone. Why are you, to use your words, "worked up into a lather" about this?

Mr. PTravel

You got a quick coherent polite response from the TSA?

How do YOU rate??

I got a quick, polite form email. Earlier today I called the TSA office at LAX -- I'm waiting for a response back.

Maybe I mis-interpreted you, but it seemed that your position was that this was a non-issue, and that PTravel should just leave it be. If your position was otherwise, I'm sorry for the confusion.

Henry

With almost 5,000 posts here you think the role of TSA apologist will get you anywhere? :p :D

PTravel was entirely within his rights.

BTW, PTravel (or whoever else may know)...

Just who are these (annoying) people that UAL has at LAX as you enter the terminal? Those presumably entry-level employees that all I ever see them do is badger you about boarding passes? They apparently aren't TSA, but don't seem to have UA nametags or ID's. Are they contractors for customer service or what? A few have been pretty condescending at times.

They work for a company called AirServ, who is contracted by UA. I agree that some of them are pretty bad.

We're told that the US is the land of the free and the home of a brave. I'm sure I've even heard those lyrics in a song somewhere.

But from this kind of TSA activity, land of the free is completely out the window. And if you're brave enough to question things, you're castigated by 50% of the people who comment on standing up for your *cough* rights.

***dupe.

Ah so, thanks! Did a little quick searching on them and it all becomes clear: this is the current incarnation of Argenbright Security. Yep, that explains a lot... thanks again!

Warning! Outbreak of MRSA and MRDO at all checkpoints across america!!!
You need to watch that CNN news clip where they tested random aircraft, I hope your flying in a body condom.

mmm well actually i have swabbed both and compared to a TSA checkpoint the aircraft are way cleaner.

Then if it wasnt for the ban that defies science I would be able to carry this instead of a hand sanitizer that kills about a tenth of what citrace does and quicker (which is definately needed when handling the bins). As a paramedic I wash my hands about 10x more then most people because theres no way in heck im going to pick up a super bug and end up in the hospital to get it treated.

I'm not sure why this is so difficult. In my carryon (the computer bag that always gets secondary), are medications that I take which go in my mouth, my Bose headset which goes over my face, my Shure earbuds which go inside my ear, my Altoid mints that go in my mouth, etc. In other peoples' carryons are things like dirty underwear, diaper wipes, hair brushes, tooth brushes, etc. Accordingly, I would prefer someone have relatively clean hands when they go from inspecting someone else's bags to inspecting mine.

It's more the way the checkpoint officials lied about the complaint forms which irks me than anything else. The whole bit about "the policy changed recently" is a blatant lie, and one for which the screeners always feel safe they will never be called on because they will just insist SSI.

That's one of the biggest problems with the notion of SSI and unpublished rules and procedures for the checkpoints. While a terrorist can easily do several dry runs to scope out the policies (meaning publishing them would NOT make us less safe, contrary to the assertions of the TSA and their apologists), having published rules which passengers and screeners must abide by would go a long way to ensuring a better security screening experience.

Way too often I have personally experienced, and had related from other fliers as well, the way the "policy recently changed" excuse has been used. For example, during the days of "optional" shoe removal, I had an agent tell me my 1/2" soles were too thick ("the profile recently changed") and that I had to remove my shoes. She then physically blocked the WTMD and wouldn't let me go through and take the extra screening (again, "this is the new protocol.") Both were outright lies. Complaints via e-mail and the TSA web site go nowhere; I got identical form letters back when complaining, then when answering the form letter response to thank them for their punctuality but then to point out their "answer" ignored the actual issue I raised and didn't actually address any of my complaint.

I've had that happen with electronics (berated for not removing a portable hard drive from my bag--"the policy has changed" when I pointed out it was only laptops and large electronics), liquids (was told I could not have a 100mL bottle, that "the policy had changed" to only 3 fl oz, not 3.4), etc.

In short, anytime you try to question a mistake made by a screener, you get the "policy has changed" answer. And most supervisors seem willing to stand by the screeners who make those mistakes, in an "us vs. them" sort of attitude, even when they know the screener is wrong.