Air Passenger Screening: Transportation Security Administration Needs to Improve Complaint Processes, Statement of Stephen M. Lord, Director, Homeland Security and Justice Issues, Testimony Before the Subcommittee on Aviation, Committee on Transportation and Infrastructure, House of Representatives   [open pdf - 190KB]

From the Document: "I am pleased to be here to discuss the findings of our November 2012 report assessing the Transportation Security Administration's (TSA) efforts to improve the air passenger screening complaints processes. TSA screens or oversees the screening of more than 650 million air passengers per year at 752 security checkpoints in more than 440 commercial airports nationwide, and must attempt to balance its aviation security mission with competing goals of efficiency and respecting the privacy of the traveling public. The agency relies upon multiple layers of security to deter, detect, and disrupt persons posing a potential risk to aviation security. These layers focus on screening millions of passengers and pieces of carry-on and checked baggage, as well as tons of air cargo, on a daily basis. Given TSA's daily interaction with members of the traveling public, air passenger screening complaints reflect a wide range of concerns about, for example, the systems, procedures, and staff that TSA has used for screening air passengers at security checkpoints. This includes concerns related to the use of Advanced Imaging Technology and enhanced pat-down procedures. TSA has processes for addressing complaints about air passengers' screening experience at security checkpoints, but concerns have been raised about these processes."

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Government Accountability Office: http://www.gao.gov/
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