Air Passenger Screening: Transportation Security Administration Could Improve Complaint Processes, Report to Congressional Committees [open pdf - 2MB]
From the Highlights: "TSA [Transportation Security Administration], which screens or oversees the screening of over 650 million air passengers per year, has processes for addressing complaints about air passengers' screening experience at checkpoints, but concerns have been raised about these processes. The Conference Report accompanying the Consolidated Appropriations Act, 2012, directed TSA to ensure the traveling public is aware of these processes and GAO [Government Accountability Office] to review TSA's policies and procedures for resolving passenger complaints. This report addresses the extent to which TSA has (1) policies and processes to guide the receipt of air passenger screening complaints and use of this information to monitor or enhance screening operations, (2) a consistent process for informing passengers about how to make complaints, and (3) complaint resolution processes that conform to independence standards. To address these objectives, GAO reviewed TSA documentation, analyzed complaint data from October 2009 through June 2012, and interviewed TSA officials from headquarters offices and six airports selected for type of security, among other things. The airport interviews are not generalizable but provide insights. […] GAO recommends that TSA, among other actions, establish (1) a consistent policy for receiving complaints, (2) a process to systematically analyze information on complaints from all mechanisms, and (3) a policy for informing passengers about the screening complaint processes and mechanisms to share best practices among airports. TSA concurred and is taking actions in response."
Government Accountability Office: http://www.gao.gov/