Maybe the TSA should hire "mystery shoppers," folks who test the lanes to see whether their policies are being consistently enforced.

Posted By Sean on June 18, 2009, 4:19 PM

I was wondering how to contact a TSA customer support representative at the airport.

Posted By Jordan shoes on June 19, 2009, 3:36 AM

Good question!
The key thing is this:
note the airport name, which checkpoint (as in, which terminal, and anything specific about it that stands out, such as that it was the left-most of the lines), and the approximate time of the incident.

If you have a wireless device with e-mail access, you could dash off an e-mail right there to mailto:TSA-ContactCenter@dhs.gov And feel free to contact the TSA's website if you prefer (text )

if you want to talk to someone, we suggest you pass through security first to make sure you will make your flight. But once you've passed through, ask any of the officials around: who is the "screener supervisor." Explain that you have a question about the shoe bin policy. If necessary, sy that you read on the TSA blog that you were supposed to contact a TSA customer support representative about this matter if you saw a problem. Take down the name of the supervisor you speak with.

But, again, you don't need to get anyone's names to email in to the TSA with your complaint.

Posted By Blog Editor on June 19, 2009, 9:36 AM

Right, email TSA...and then what happens? I have filled out one of TSA's forms before with the airport name, checkpoint, and time of the incident and gave it to a TSA official. Never heard a word from "customer support".
So, what is Blogger Bob saying? That it is just a suggestion and we should comply only if we don't wish to miss our flight? Or if we all complain, they'll change the suggestion?
I don't mind putting the shoes wherever they say but Blogger Bob gave a non-answer.

Posted By Shelly on June 22, 2009, 5:00 PM

I would like to point out that consistencies in security make security easier to breach. The 9/11 hijackers made test runs to see if the screeners would notice their box cutters. They were able to assess the consistencies and thwart the security as it was exceptionally predictable.

That said, I don't believe we're much safer today than we were on 9/10/2001. The lack of professionalism displayed by the majority of TSA screeners is fairly appalling. They are generally impolite on the best of days. The "rules" are often silly. I realize that common sense is hard to encourage in a bureaucracy, but most screeners are completely bereft of it.

We've all been so busy being afraid that we have allowed our government to create a massively dysfunctional department in the form of the DHS. And so, in some ways, the terrorists have won one of their main objectives: To make us so afraid, that we alter how we live (or DON'T LIVE) our lives.

I've traveled extensively in the US and to 34 countries, many of which are not on any "tourist" map. The main reason I decided to stop was the "show" put on at airports. It's time wasting and doesn't make us any safer. What we need is real security, not an agency that concerns itself with whether or not shoes go in a bin or not before being placed on an x-ray belt!

Posted By Dawn on June 22, 2009, 9:25 PM

On my recent trip through airport security I made an interesting observation. All their signs require reading. I know that seems like a simple thing, but working as an engineer in a factory I've learned a much easier way to communicate what you would like done. Put a picture up of what you want done. Even a 6 year old can understand a picture in a couple of seconds and figure out what to do. If they used fewer words and more pictures it would be step in the right direction. Then the big problems would be getting people to look at the pictures.

People are their own worst enemy when it comes to getting through security. Its not the TSA's fault when people don't follow the rules. The workers at the check points, I'm sure, are just as frustrated with all the rule changes as the common traveler. On top of that if you had to put up with people for 8 hours a day 5 days a week that don't take the time to understand the rules or choose to not follow them (AKA stupid people) you would be in the best of moods either.

If the rules change just go with the flow. It doesn't that long to put your shoes in a bin or to take them out or whatever the next rule change may be.

Posted By Eric Cole on June 24, 2009, 11:30 AM

In reply to Shelly about submitting the TSA complaint ("feedback") form, my suggestion is to MAIL it to TSA. If you hand it to a TSA agent, it can get "lost" all too easily. When we had a rude agent "inspecting my bag" ie pawing thru everything for non-existent illegal items, we got his name/badge # and talked to the supervisor. She provided the form, and signed her name to it. We filled out the form later and mailed it, providing contact info. It took several weeks, but we did get a form letter back, apologizing for the errors and promising better service. Since the inspector made a complete fool out of himself in front of the supervisor, at least we had a sense of satisfaction from that. Filling out the form and mailing it took more time and effort, but it was worth it!

Posted By Nancy on June 24, 2009, 12:58 PM