BN.com Gift Guide

Air Passenger Screening: Transportation Security Administration Could Improve Complaint Processes

Overview

The Transportation Security Administration (TSA) receives thousands of air passenger screening complaints through five mechanisms, but does not have an agency wide policy or consistent processes to guide receipt and use of such information. For example, from October 2009 through June 2012, TSA received more than 39,000 screening complaints through its TSA Contact Center (TCC). However, the data from the five mechanisms do not reflect the full nature and extent of complaints because local TSA staff have discretion...
See more details below
Paperback
$15.49
BN.com price
(Save 8%)$16.99 List Price
Other sellers (Paperback)
  • All (1) from $12.35   
  • New (1) from $12.35   
Sending request ...

More About This Book

Overview

The Transportation Security Administration (TSA) receives thousands of air passenger screening complaints through five mechanisms, but does not have an agency wide policy or consistent processes to guide receipt and use of such information. For example, from October 2009 through June 2012, TSA received more than 39,000 screening complaints through its TSA Contact Center (TCC). However, the data from the five mechanisms do not reflect the full nature and extent of complaints because local TSA staff have discretion in implementing TSA's complaint processes, including how they receive and document complaints. For example, comment cards are used at four of the six airports GAO contacted, but TSA does not have a policy requiring that complaints submitted using the cards be tracked or reported centrally. A consistent policy to guide all TSA efforts to receive and document complaints would improve TSA's oversight of these activities and help ensure consistent implementation. TSA also uses TCC data to inform the public about air passenger screening complaints, monitor operational effectiveness of airport security checkpoints, and make changes as needed. However, TSA does not use data from its other four mechanisms, in part because the complaint categories differ, making data consolidation difficult. A process to systematically collect information from all mechanisms, including standard complaint categories, would better enable TSA to improve operations and customer service. TSA has several methods to inform passengers about its complaint processes, but does not have an agency wide policy or mechanism to ensure consistent use of these methods among commercial airports. For example, TSA has developed standard signs, stickers, and customer comment cards that can be used at airport checkpoints to inform passengers about how to submit feedback to TSA; however, GAO found inconsistent use at the six airports it contacted. For example, two airports displayed customer comment cards at the checkpoint, while at two others the cards were provided upon request. Passengers may be reluctant to ask for such cards, however, according to TSA. TSA officials at four of the six airports also said that the agency could do more to share best practices for informing passengers about complaint processes. Policies for informing the public about complaint processes and mechanisms for sharing best practices among local TSA officials could help provide TSA reasonable assurance that these activities are being conducted consistently and help local TSA officials learn from one another about what practices work well. TSA's complaint resolution processes do not fully conform to standards of independence to ensure that these processes are fair, impartial, and credible, but the agency is taking steps to improve independence. Specifically, TSA airport officials responsible for resolving air passenger complaints are generally in the same chain of command as TSA airport staff who are the subjects of the complaints. TSA is developing a new process that could help ensure greater independence by TSA units referring air passenger complaints directly to its Ombudsman Division and by providing passengers an independent avenue to make complaints to that division. TSA also plans to initiate a program by January 2013 in which selected TSA airport staff are to be trained as passenger advocates as a collateral duty. It is too early to assess the extent to which these initiatives will help mitigate possible concerns about independence.
Read More Show Less

Product Details

  • ISBN-13: 9781481073707
  • Publisher: CreateSpace Independent Publishing Platform
  • Publication date: 11/22/2012
  • Pages: 52
  • Product dimensions: 8.50 (w) x 11.00 (h) x 0.11 (d)

Customer Reviews

Be the first to write a review
( 0 )
Rating Distribution

5 Star

(0)

4 Star

(0)

3 Star

(0)

2 Star

(0)

1 Star

(0)

Your Rating:

Your Name: Create a Pen Name or

Barnes & Noble.com Review Rules

Our reader reviews allow you to share your comments on titles you liked, or didn't, with others. By submitting an online review, you are representing to Barnes & Noble.com that all information contained in your review is original and accurate in all respects, and that the submission of such content by you and the posting of such content by Barnes & Noble.com does not and will not violate the rights of any third party. Please follow the rules below to help ensure that your review can be posted.

Reviews by Our Customers Under the Age of 13

We highly value and respect everyone's opinion concerning the titles we offer. However, we cannot allow persons under the age of 13 to have accounts at BN.com or to post customer reviews. Please see our Terms of Use for more details.

What to exclude from your review:

Please do not write about reviews, commentary, or information posted on the product page. If you see any errors in the information on the product page, please send us an email.

Reviews should not contain any of the following:

  • - HTML tags, profanity, obscenities, vulgarities, or comments that defame anyone
  • - Time-sensitive information such as tour dates, signings, lectures, etc.
  • - Single-word reviews. Other people will read your review to discover why you liked or didn't like the title. Be descriptive.
  • - Comments focusing on the author or that may ruin the ending for others
  • - Phone numbers, addresses, URLs
  • - Pricing and availability information or alternative ordering information
  • - Advertisements or commercial solicitation

Reminder:

  • - By submitting a review, you grant to Barnes & Noble.com and its sublicensees the royalty-free, perpetual, irrevocable right and license to use the review in accordance with the Barnes & Noble.com Terms of Use.
  • - Barnes & Noble.com reserves the right not to post any review -- particularly those that do not follow the terms and conditions of these Rules. Barnes & Noble.com also reserves the right to remove any review at any time without notice.
  • - See Terms of Use for other conditions and disclaimers.
Search for Products You'd Like to Recommend

Recommend other products that relate to your review. Just search for them below and share!

Create a Pen Name

Your Pen Name is your unique identity on BN.com. It will appear on the reviews you write and other website activities. Your Pen Name cannot be edited, changed or deleted once submitted.

 
Your Pen Name can be any combination of alphanumeric characters (plus - and _), and must be at least two characters long.

Continue Anonymously

    If you find inappropriate content, please report it to Barnes & Noble
    Why is this product inappropriate?
    Comments (optional)