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A couple weeks ago I posted an entry about the rude TSA agents (the security people) at the Wichita airport. Basically the screener kept mumbling his instructions and every time I said “what?” or “excuse me?” he’d get upset and reach for whatever was on the side of his belt (mace?). The stick on my crotch was rather uncomfortable as well.
I thought that if I let it go, I’d be less upset about the issue. Unfortunately that was not the case and it kept bugging me. Finally I sent an email to the TSA people (the government agency), not because I expected anything out of it, but because it’d help me vent. It was a rather polite and short email explaining what happened when I went through security.
To my surprise, about 3 or 4 days later I received an email from a human at the Department Homeland Security. Not a generic “Customer Relations” account from TSA. But a person with a first and last name, with a personal e-mail account and even a phone number. He apologized and asked me for general information such as what date I went through security, what time, and a couple other questions. I replied saying that I didn’t want to make a big deal out of it, but I did answer his questions.
Then about a week and a half passed without any news. To my surprise, this morning I had an email from him waiting in my Inbox. He explained that the team that was working that afternoon has been identified. He added that the issue was addressed indetail first with the supervisor and then with the team. They went over how the experience must have made me feel as well as the poor opinion of the screener.
Wow. All I can say is that I have a new found respect for those people. Maybe not for the screeners themselves (since they are probably still high on a power trip since the day they were made federal employees) but for the organization as a whole. It seems that they realize that they have a touchy job that, while important, can sometimes make people feel like they are 2nd class citizens living in some 3rd world country where people hardly have any civil rights.
I’m glad that this issue was addressed with the team and I’m glad that there is a system in place that watches out for the passengers’ rights and experiences.
