Federal Audit Proves TSA Is Misleading Public, Covering Up Passenger Complaints
GAO report says many complaints to TSA going undocumented; Agents implementing complaints process at their own discretion; Could be covering each other’s backs
Nov 22, 2012
A Federal report released last week concludes that the TSA does not have an adequate system to measure passenger complaints, has failed to factor in many complaints in its evaluations, does not consistently inform travelers of how they can file complaints, and could be ignoring complaints altogether because the agents investigating the cases are in the same chain of command as those being investigated.
The report (PDF), compiled by the Government Accountability Office, will serve as a compelling source for reporters and activists who have claimed that the TSA is knowingly misleading the public on the level of backlash the agency has received.
Dated November 15, the fifty page report indicates that almost 40,000 complaints were formally filed with the TSA Contact Center (TCC), between October 2009 and June 2012. The report notes, however, that the TCC is only one of five ways that travelers are able to submit complaints, yet it is the only avenue that is currently being evaluated by the TSA.
“TSA is using only the complaints received through the TCC to calculate an air passenger satisfaction indicator in its Office of Security Operations’ Executive Scorecard.” the report states.