There is an increasing overall feeling in passengers that the actions of TSA agents are growing worse. Although the agents should be there to help, many people just end up feeling harassed. Of coarse you want people to feel safe and secure, but you also want them to feel respected.
A spokesman for the TSA says that agents receive training in “general Etiquette” with subjects like, common courtesy and “using appropriate language”. TSA also attempts to solve grievances through their own customer service department, which tracks the issues.
Despite the training, grievances are are the rise. The first three quarters of the year experienced an 8% increase in complaints from the previous year. That’s 12.27 complaints per million passengers. According to Frequent Business Traveler magazine, a poll conducted in 2015 concluded that 87% of passengers polled gave the TSA a “fair or poor” rating.
A few things to take away here. First, the TSA needs to implement a new strategy. One of seeing that what they do is indeed a service that is necessary to the industry. Having the approach of being there to help and serve. Second and somewhat contrary, maybe the rudeness is merely a reflection of a society that has become entirely too rude and disrespectful itself and doesn’t like the image looking back. Something to ponder I suppose. Until next time, here’s a few tips to make that pesky TSA experience a little smoother.
1. Get A Supervisor– If something is going on that you are uncomfortable with. Don’t waste too much time arguing with the agent. Ask to speak to a supervisor and get things moving.
2. Put it in writing– Email the TSA directly at (tsa.gov/contact-center/form/complaints). Make sure to make the report as detailed as possible. Include the name of the agent(s) involved, what terminal it was at and so on.
3. Contact your elected officials- Congress keeps a close eye on the TSA.http://www.house.gov/representatives/find/