Oklahoma City TSA complaints
Content
CONTACT RECORD
EID: 107721 Contact Type: Normal/General Contact Date: Jun 13 2011 11:59AM Medium: Inbound Call Contact Status: Closed Incident Date: Jun 13 2011 7:00AM Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Refused Subject: Disarrayed items Body: (b) (6) called in and flew from Oklahoma City to St. Louis and when she looked inside her bag her clothing was thrown in and is a mess. (b) (6) said there was a NOI inside the suitcase.
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I advised
flew on Southwest at 7:00 this morning flight number 1187, Gate 16. said she has never had this happen, and there was no sense in them doing this.
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I would send in a complaint for her, and the complaint would be viewed.
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want s a response, from someone not just a complaint sent in. Agent Notes: Sent to CSM 6/13/11 Follow Up: To TSOC Date: From TSOC Date: Last Updated By:(b) (6) Last Update Date: Jun 13 2011 1:22PM Opening Agent: (b) (6) Opened Date: 6/13/2011 1:22:21 PM Linked Event IDs:
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Responses: Response Template Name: Consumer Observation BCC CSM Response Airport: OKC Airline: Southwest Airlines Subject Category: Mishandling of Passenger Property - Disarrayed Carry-on/Checked Baggage Interaction Type: Complaint Response Email: END RECORD
CONTACT RECORD
EID: 115181 Contact Type: Normal/General Contact Date: Jun 20 2011 1:20PM Medium: Inbound Call Contact Status: Closed Incident Date: Jun 19 2011 6:24AM Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: (b) (6) Subject: Missing Items- Checked Luggage Body: Caller flew out of Oklahoma City to Colorado. Callers suitcase had been opened and there was an NOI from TSA inside. Caller is missing a pair of shoes (loafers black and tan) and she had jewelry box from her mother thats was broken. Caller feels that there were several other items missing from her bag. However, she could not tell you what they are. She had just attended her mothers funeral and brought back some of her personal items. She is very upset and distraught over this issue. She would like to make a complaint and know what she can do to try and get her items back.
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Flight Details Will Rogers World Airport United Airlines Flight # 6447 Baggage Claim # 301GUA-099399 NOI - stamped on NOI is OKC SUN 19June11 5:46am T5 Advised caller to contact lost and found to see if any of her missing items have been located. Also explained to caller on how to obtain the SF-95 online to file a claim for any damaged or missing items. http: www.tsa.gov travelers customer editorial_1693.shtm#15 Oklahoma City Will Rogers World Airport 405-702-7501 Agent Notes: Sent to CSM 6/20/11 (b) (6) Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Jun 20 2011 3:39PM Opening Agent: (b) (6) Opened Date: 6/20/2011 3:39:49 PM Linked Event IDs: Responses: Response Template Name: General Checked Baggage Response + Claim + NOI Airport: OKC Airline: United Airlines Subject Category: Mishandling of Passenger Property - Missing Items- Checked Baggage Interaction Type: Complaint Response Email: END RECORD
CONTACT RECORD
EID: 118562 Contact Type: Fulfillment Contact Date: Jun 22 2011 3:57PM Medium: Inbound Call Contact Status: Closed Incident Date: Jun 21 2011 3:00PM Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: (b) (6) Subject: claim Body: Flier flew out of Oklahoma City Will Rogers World Airport, on South West Air, on FLT# 770. There was a NOI in his luggage. Missing was a Radio Frequency Probe(RFP) approx. 8 long and weighing 2 lbs. I talked them through how to download a claim form from the TSA web site, which they will do. This happened on 6 21 2011. Checked luggage approx.3:00pm Oklahoma city sw FLT#770 NOI RF Probe 8 long 2 lbs. Radio Frequency Agent Notes: Sent to CMS 6/22/11 (b) (6) Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Jun 22 2011 5:20PM Opening Agent: (b) (6) Opened Date: 6/22/2011 5:20:48 PM Linked Event IDs: Responses: Response Template Name: How to file a Claim for Damaged and Missing Items Airport: OKC Airline: Southwest Airlines Subject Category: Mishandling of Passenger Property - Missing Items- Checked Baggage Interaction Type: Complaint Response Email: END RECORD
CONTACT RECORD
EID: 121442 Contact Type: Normal/General Contact Date: Jun 25 2011 5:49PM Medium: Email Contact Status: Closed Incident Date: Jun 16 2011 5:00PM Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: (b) (6) Fulfillment Sent: Mail Return Date: Contact Email: (b) (6) Subject: Problems at OKC Airport Body: To Whom it May Concern,
I want to let you know about a problematic situation concerning TSA screening procedures at the Oklahoma City Airport.
I fly to and from that airport quite frequently, but have, of late, been subjected to additional screening. While I was told this was a random process, this occurred on both June 9 and June 16, both at between 5:00PM – 6:00PM. The last time, on June 16, I was second in a line of three passengers waiting to be screened. I pointed-out to the TSA screener that this process could hardly be random, since it was causing a backup in screening, and was told, “That’s the way it goes.”
I became concerned because, as I was waiting to be screened, my personal belongings, including an expensive laptop and watch, were left sitting on the belt unattended while I waited in line. When it was finally my turn to be screened, I complained to the screener about this, and he became hostile. I asked to see his supervisor, and was met with an elderly gentleman who insisted that there was nothing wrong with the machine that beeped “randomly” to indicate further screening was required. Then, as I was wiped-down with a cloth that was then placed on another machine, another alarm sounded which, I was told meant it found some substance it had a problem with. I insisted to be told what that substance was, and was told it was gunpowder. Interesting, considering I have not been near a firearm in over twenty years.
Now I was forced to walk about 20 yards on a dirty airport floor in my socks to a private screening area, because your TSA employees refused to let me put on my shoes. When I complained, the supervisor threatened to call the locale police. Lastly, I was subjected to an intrusive and very time-consuming exam which revealed absolutely nothing wrong, because there was nothing to find in the first place. Fortunately, I had arrived at the airport early, or would no doubt have missed my flight.
I understand the necessity for TSA security measures. I fly for business several weeks per month, and have done so for years. With hundreds of departures at dozens of airport throughout the country, I have never seen such an incompetent and hostile TSA staff since the TSA was created. You obviously have a serious problem at OKC airport, since the line for security check-in is always at least 20 minutes long.
I have more travel booked this summer at OKC, and am very worried about facing another confrontation with your staff there. If I have to
be continually accosted by them, and prevented from completing my travel, I will have no choice but to contact the local police myself, and filing a complaint for violation of my civil rights. This situation has got to stop!
__________ Information from ESET NOD32 Antivirus, version of virus signature database 6238 (20110625) __________ The message was checked by ESET NOD32 Antivirus. http://www.eset.com
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Implementation Consultant Tyler Technologies, Inc.
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HYPERLINK "http://www.tylertech.com/"www.tylertech.com Agent Notes: Sent to CSM 6/26/11 Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Aug 14 2011 12:52PM Opening Agent: (b) (6) Opened Date: 6/26/2011 4:27:47 PM Linked Event IDs:
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Responses: Response Template Name: Consistency at Airports Nationwide Airport: OKC Airline: Subject Category: Inconsistent Screening - Different Practices Between Airports Interaction Type: Complaint Response Template Name: Carry-on - Baggage Was Out of Line-of-Sight Airport: OKC Airline: Subject Category: Screening - Secondary Interaction Type: Complaint Response Email: From: (TSA Contact Center DO NOT REPLY) [email protected] To: (b) (6) Subject: In Response to your inquiry. Body: Thank you for your e-mail in regard to keeping a line-of-sight on your belongings at Transportation Security Administration (TSA) security checkpoints. TSA regrets that you was dissatisfied during the screening of your carry-on baggage. TSA is required by law to screen all property that is brought onboard commercial passenger aircraft, including carry-on luggage. To ensure the security of the traveling public, it is sometimes necessary for Transportation Security Officers (TSOs) to conduct hand inspections of carry-on bags. TSOs receive training in the procedures to properly inspect passenger bags and are required to exercise great care during the screening process so that when
bags are opened a passenger’s belongings are returned to the same condition they were found. TSA policy requires TSOs to reasonably ensure that carry-on items are kept within the passenger’s line-of-sight when a passenger is required to undergo additional screening. When passengers cannot maintain line-of-sight with their property during a patdown or private screening, TSOs have been trained to maintain control and sight of their items for them and ensure that they are reunited with their property once they have cleared the screening process.
The Transportation Security Administration (TSA) has developed standard screening practices for all of our Nation's airports, and passengers can expect essentially the same procedures. While the procedures are the same everywhere, the interpretation of those procedures results in some slight variations from airport to airport and situation to situation. Additionally, some element of uncertainty and randomness in security operations is necessary to disrupt terrorist planning and attempted attacks. TSA works hard to achieve consistency in the security training process. We inspect screening operations at airports and continue to monitor the number and nature of complaints we receive from the traveling public to track trends and spot areas of concern that may require special attention. This ongoing process enables us to ensure prompt, corrective action whenever we determine that security screening policies need modification or specific employees are the subject of repeated complaints. Because your complaint concerns an incident that occurred at a specific airport, we have forwarded a copy of your letter to the Customer Service Manager at that location.
We hope this information was helpful. TSA Contact Center END RECORD
CONTACT RECORD
EID: 127128 Contact Type: Normal/General Contact Date: Jun 30 2011 1:04AM Medium: Email Contact Status: Closed Incident Date: Mar 24 2011 12:00AM Contact Prefix: (b) (6) Contact First Name: Contact Middle Initial: Contact Last Name: NONE Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: NONE Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: (b) (6) Subject: Missing Video Camcorder Body: Dear TSA officer, I recently discovered that I did not have my video camcorder in my luggage when I looked for it for my next vacation. I am not really sure how it disappear on me, but I did have a notice of baggage inspection left in my luggage and suspect that it might be left behind after the inspection. Since it was a long time since I last travel, I understand that it may no longer be possible to locate it. It's a digital video camcorder in a small blue bag along with the accessories. I'll appreciate your effort to verify it for me for it contains many personal footage of my late wife and the recently took photos of my grandson. I recall that I travelled from Oklahoma City back to New York on March 24, 2011. I sincerely hope to hear from you and have a closure of my lost to rest. Regards,
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Agent Notes: Sent to CSM 6 30 11
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Follow Up: Checked all l f logs for TSA and WRWA. No cameras were found on that date. Trending investigation identified no indication it was removed from checked baggage. Passenger states that he is unsure of where it went missing. I have advised the passenger via the e-mail address indicated in the contact message.
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TSA SHM CSQIM ICMS Coordinator Will Rogers World Airport -OKC Lawton Ft. Sill Regional Airport - LAW Office: (b) (6) Cell: (b) (6) Security can only be achieved through constant change, through discarding old ideas that have outlived their usefullness and adapting others to current facts. - William O. Douglas Questions and Comments? Visit: TSA.gov, Evolution of Security Blog, Got Feedback?
-----Original Message----From: [email protected] [mailto:[email protected]] Sent: Thursday, June 30, 2011 1:11 PM To: (b) (6) Subject: The following event #127128 should be reviewed. The customers information has been attached to this email.
Please use the CSM password (located on the OSO Trusted Source Site) to open files from the Contact Center. NOTICE: This communication, along with any attachments, is covered by Federal and State law governing electronic communications and may contain confidential and legally privileged information. If the reader of this message is not the intended recipient, you are hereby notified that any dissemination, distribution, use or copying of this message is strictly prohibited. If you have received this in error, please reply immediately to the sender and delete this message. NOTICE: The information contained in this message and any attachments is privileged and confidential and therefore protected from disclosure. If the reader of this message is not the intended recipient, or an employee or agent who is responsible for delivering this message to the intended recipient, you are hereby notified that any dissemination, distribution or copying of this communication is strictly prohibited. Senture does not accept liability for changes to this message after it was sent. The views expressed in this e-mail do not necessarily reflect the views of the company. If you have received this communication in error, please notify the sender immediately by replying via e-mail to this message and deleting this information from your computer. **NOTE** This message was unable to be scanned for viruses because it is encrypted. If you are unsure of the source of this message, please discard. To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Aug 14 2011 12:55PM Opening Agent: (b) (6) Opened Date: 7/8/2011 8:21:32 PM Linked Event IDs: Responses: Response Template Name: Lost andFound/Unattended Baggage in Airports Airport: OKC Airline: Subject Category: Lost and Found - Airport Interaction Type: Complaint Response Email: From: (TSA Contact Center DO NOT REPLY) [email protected] To: (b) (6) Subject: In Response to your inquiry. Body: Thank you for your email regarding the retrieval of lost items. The Transportation Security Administration (TSA) develops requirements and policies for the security of our Nation’s transportation systems. Some of these requirements are met by airports, air carriers, railroads, port authorities, and other transportation system entities. At most airports across the country, TSA has procedures in place for handling lost and found. Items found at screening checkpoints and areas where TSA performs baggage screening are turned in to the appropriate, designated airport authorities. We suggest travelers contact the airport where their items were misplaced or lost. Travelers may access an airport’s lost and found point-of-contact in the “For Travelers” section of our Web site (www.tsa.gov) or through the following link, http://www.tsa.gov/travelers/customer/editorial_1693.shtm.
We hope this information is helpful.
TSA Contact Center END RECORD
CONTACT RECORD
EID: 132005 Contact Type: Normal/General Contact Date: Jul 5 2011 4:57PM Medium: Email Contact Status: Closed Incident Date: Jun 9 2011 12:00PM Contact Prefix: Contact First Name: (b) (6) (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: (b) (6) Fulfillment Sent: Mail Return Date: Contact Email: (b) (6) Subject: complaint Body: To whom it may concern, Please find the attached letter in regards the substandard service i received at yur checkpoint during my recent travels. Regards,
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Agent Notes: Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Aug 14 2011 12:57PM Opening Agent: (b) (6) Opened Date: 7/6/2011 9:20:52 AM Linked Event IDs: Responses: Response Template Name: Delayed by Security Screening Response Airport: OKC Airline: United Airlines Subject Category: Screening - Wait Times Interaction Type: Complaint Response Email: From: (TSA Contact Center DO NOT REPLY) [email protected] To: (b) (6) Subject: In Response to your inquiry.
Body: Thank you for your e-mail regarding your concerns that you were delayed by security screening. The Transportation Security Administration (TSA) regrets any inconvenience you experienced as a result of security screening processes. One of TSA’s aims is to minimize passenger wait times at our Nation’s airports without adversely affecting the high level of security required in today’s aviation environment. TSA works with aviation stakeholders to determine industry changes in schedules and service so that we can provide the workforce, processes, and procedures to ensure high levels of security and customer service. TSA uses a Screening Allocation Model to ensure that an appropriate number of Transportation Security Officers (TSOs) are assigned to each airport based on operations and passenger loads. This model, which incorporates part-time employees, ensures that TSA has sufficient staff to handle peak periods of passenger volume while downsizing for slower periods. Studies conducted by TSA and by independent organizations such as the Government Accountability Office have found that the model has made scheduling of TSA screening officers much more effective and efficient. There are preparations passengers can take before arriving at the airport to help them move more quickly and efficiently through the security checkpoints. TSA encourages travelers to visit our Web site at www.tsa.gov for travel tips about the screening process and procedures, as well as guidance for special considerations that may assist in preparing for air travel in a timely manner. Please keep in mind that passengers should allow the recommended standard 2-hour domestic and 3-hour international travel arrival times prior to flight departure to allow for parking and shuttle transportation, obtaining a boarding pass, going through passenger security screening, and having checked and carry-on baggage screened. These times may vary depending on the airport and the day and date of travel. We encourage you to contact your airline prior to travel.
We hope this information is helpful. TSA Contact Center END RECORD
CONTACT RECORD
EID: 142034 Contact Type: Fulfillment Contact Date: Jul 14 2011 2:05PM Medium: Inbound Call Contact Status: Closed Incident Date: Jul 13 2011 4:30PM Contact Prefix: Contact First Name Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: (b) (6) Subject: Lock Body: Her sister flew from Oklahoma City to Seattle, she had a NOI in her bag and her lock was broken. It was a TSA recognized lock called protege and she flew out @ 4:30 pm on a Delta Flight.
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The Transportation Security Administration (TSA) is required by law to screen all property, including checked baggage, that goes onboard commercial passenger airlines. To ensure the security of the traveling public, it is sometimes necessary for Transportation Security Officers (TSOs) to inspect checked baggage by hand. TSA encourages passengers to keep their checked bags unlocked to facilitate the process and reduce the need for breaking locks to carry out lawful inspections; however, passengers are not required to do so. Please be advised that TSA is not liable for any damage to locks or luggage from opening a bag for security purposes You may file a claim with TSA by completing the attached Standard Form 95 (claim form) in accordance with the instructions. Claim forms are also available on our Web site at www.tsa.gov. Agent Notes: claims form sent on 07-14-11 Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Aug 22 2011 6:38PM Opening Agent: (b) (6) Opened Date: 7/15/2011 3:06:45 PM Linked Event IDs: Responses: Response Template Name: Damaged or Missing TSA-Recognized Locks and Claims Request Airport: OKC Airline: Delta Subject Category: TSA Accepted Locks - Missing or Damaged Interaction Type: Complaint Response Email: END RECORD
CONTACT RECORD
EID: 145613 Contact Type: Normal/General Contact Date: Jul 18 2011 1:44PM Medium: Email Contact Status: Closed Incident Date: Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: None Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: (b) (6) Subject: TSA Contact Us: Complaints Body: THIS GENERATED EMAIL HAS BEEN SENT FROM http://www.tsa.gov/contact/index.shtm -----------------------------------------------------------------------------------------------------------Remote Client IP: (b) (6) Date Time: 7/18/2011 1:44:53 PM ------------------------------------------------------------------------------------------------------------
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Name: Email: Complaints:Long Lines / Lengthy Wait at Checkpoint Flight Info (If applicable. Enter Flight#/Airline/Terminal/Airport/Gate/Etc): Comments:Will Rogers Airport, Oklahoma City, has two security checkpoints. Only one is open. It takes 30-40 minutes to get through. The line snakes around just to get people inside. Lots of elderly folks and usually a couple of women with infants and bags. Worst situation of all the airports I've been. Why not use the other checkpoint? Thanks. Agent Notes: Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Aug 14 2011 1:00PM Opening Agent: (b) (6) Opened Date: 7/18/2011 5:39:51 PM Linked Event IDs: Responses: Response Template Name: Delayed by Security Screening Response Airport: OKC Airline: Subject Category: Screening - Discourteous/Rude Screener Interaction Type: Complaint Response Email: From: (TSA Contact Center DO NOT REPLY) [email protected] To: (b) (6) Subject: In Response to your inquiry. Body: Thank you for your e-mail regarding your concerns that you were delayed by security screening. The Transportation Security Administration (TSA) regrets any inconvenience you experienced as a result of security screening processes. One of TSA’s aims is to minimize passenger wait times at our Nation’s airports without adversely affecting the high level of
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security required in today’s aviation environment. TSA works with aviation stakeholders to determine industry changes in schedules and service so that we can provide the workforce, processes, and procedures to ensure high levels of security and customer service. TSA uses a Screening Allocation Model to ensure that an appropriate number of Transportation Security Officers (TSOs) are assigned to each airport based on operations and passenger loads. This model, which incorporates part-time employees, ensures that TSA has sufficient staff to handle peak periods of passenger volume while downsizing for slower periods. Studies conducted by TSA and by independent organizations such as the Government Accountability Office have found that the model has made scheduling of TSA screening officers much more effective and efficient. There are preparations passengers can take before arriving at the airport to help them move more quickly and efficiently through the security checkpoints. TSA encourages travelers to visit our Web site at www.tsa.gov for travel tips about the screening process and procedures, as well as guidance for special considerations that may assist in preparing for air travel in a timely manner. Please keep in mind that passengers should allow the recommended standard 2-hour domestic and 3-hour international travel arrival times prior to flight departure to allow for parking and shuttle transportation, obtaining a boarding pass, going through passenger security screening, and having checked and carry-on baggage screened. These times may vary depending on the airport and the day and date of travel. We encourage you to contact your airline prior to travel.
We hope this information is helpful. TSA Contact Center END RECORD
CONTACT RECORD
EID: 159485 Contact Type: Normal/General Contact Date: Jul 29 2011 4:49PM Medium: Inbound Call Contact Status: Closed Incident Date: Jul 8 2011 4:00PM Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: NA Subject: Complaint ID Body: The caller s daughter is a resident in the US. She has an Argentine passport which was renewed in 2007. She is traveling abroad. The passport has a security bar card. The renewal is a stamp issued by the consulate. In writing it indicates that it is expired in 2012. A TSO indicated that she could not use the passport because of the hand writing on the passport. She informed the TSO of the circumstances. The TSO officer allowed her daughter to board an international flight with a driver s license which concerned the caller. I advised the caller that a driver s license is listed as an acceptable form of ID and that she did not have to present a passport as ID at the checkpoint. The caller indicated that the screener s name was (b) (6) and that she was very rude. The caller went back to ask the security officers name and she was leaning on elbows talking to an agent and merely raised her badge for her to see. She asked the caller smuggly is she wanted to speak with the supervisor. The caller did not know the flight or gate number. U.S. Department of State by visiting their website at http: travel.state.gov or by telephone at (202) 647-4000.
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. TSA seeks to provide a high level of security and customer service to all passengers who pass through our screening checkpoints. Every person and item must be screened before entering the secured area, and the way the screening is conducted is important. Our policies and procedures focus on ensuring that all passengers are treated with dignity, respect, and courtesy. Please be advised that a passenger can always request to speak with the Supervisory TSO or the Assistant Federal Security Director for Screening to address any complaint regarding screening procedures. Because your complaint concerns an incident that occurred at a specific airport we have forwarded a copy of your letter to the appropriate Customer Service Manager.
Agent Notes: Sent to CSM 7/29/11 Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Jul 29 2011 6:14PM Opening Agent: (b) (6) Opened Date: 7/29/2011 6:14:34 PM Linked Event IDs:
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Responses: Response Template Name: ID Requirements Airport: OKC Airline: Continental Airlines Subject Category: Identification (ID) Requirements - International Travel Interaction Type: Complaint
Response Template Name: Refer to U.S. Department of State Airport: OKC Airline: Continental Airlines Subject Category: Identification (ID) Requirements - International Travel Interaction Type: Information Response Template Name: Screener Rudeness Airport: OKC Airline: Continental Airlines Subject Category: Screening - Discourteous/Rude Screener Interaction Type: Complaint Response Email: END RECORD
CONTACT RECORD
EID: 173009 Contact Type: Fulfillment Contact Date: Aug 11 2011 11:36PM Medium: Email Contact Status: Closed Incident Date: Aug 9 2011 5:58AM Contact Prefix: Contact First Name: Unhappy Contact Middle Initial: Contact Last Name: Traveler Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: None Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: (b) (6) Subject: Mishandled and missing items in Luggage Body: Dear Sir/Ma'am, Last Tuesday, 9 August, I traveled from Oklahoma City Will Rogers Airport to an overseas location. Upon arriving at my destination I noticed TSA searched baggage brochures in my luggage and at first thought nothing out of the ordinary. However, while I was unpacking I noticed a total of two brochures in my luggage both purposefully wrapped around some adult entertainment items in my luggage. One brochure had bled ink onto one of the items permanently staining it and there were two small items missing from my luggage. This is highly unprofessional behavior and one of the main reasons people have such a bad attitudes towards TSA officials and personnel. The TSA security procedures are highly invasive and in this case illegal. My personal items should not be treated in this manner and I am throughly unhappy about the two items that were taken from my luggage. Clearly the TSA agent thought I would not report this incident because of the nature of items vandalized and stolen. The stamp on one of the brochures that is now stained on my personal property is: OKC 9AUG'11 5:58 T3 I hope this matter will be handled with serious consequences for the individuals involved. Signed Mr. Unhappy Traveler Agent Notes: Claim form sent on 8/12/11 email Follow Up: To TSOC Date: From TSOC Date: Last Updated By: Last Update Date: Sep 15 2011 9:54AM Opening Agent: (b) (6) Opened Date: 9/15/2011 9:54:40 AM Linked Event IDs:
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Responses: Response Template Name: TCC Complaint—General Complaint w Claims Airport: OKC Airline: Subject Category: Mishandling of Passenger Property - Damaged Items- Checked Baggage Interaction Type: Complaint Response Email: From: (TSA Contact Center DO NOT REPLY) [email protected] To: (b) (6) Subject: In Response to your inquiry. Body:
Thank you for your e-mail in which you inquire about filing a claim. Enhanced security measures require that all checked baggage undergo some form of screening for prohibited items, and a physical search of luggage is required to clear every alarm. Transportation Security Administration (TSA) screeners are trained to exercise great care during the screening process to ensure that a passenger’s belongings are returned and not damaged when a bag needs to be opened. We regret if these high standards were not met. TSA monitors the number and nature of complaints received to track trends and spot areas of concern that may require special attention. This ongoing process will enable us to ensure prompt, corrective action whenever we determine that security screening policies need modification or specific employees or screener teams are the subject of repeated complaints. TSA is responsible for reviewing all claims relating to the screening of passengers and their baggage. To protect an traveler’s rights under Federal law and to file a valid claim, travelers must send their claim in writing to TSA stating the circumstances of the loss and the exact amount claimed (fair market value of lost or destroyed property, reasonable cost of repair for damaged property), within 2 years after the claim accrued. The claim must be signed by the claimant or an authorized representative (e.g., an attorney or other personal representative with appropriate proof of authority). To file a claim, you may fill out the attached Standard Form 95 (claim form) in accordance with the instructions and return it to the address in box number 1. While use of the form is not mandatory, it may help to ensure that you meet the legal requirements for filing a claim. If you decide to file a claim, it will be processed in accordance with the Federal Tort Claims Act. Once the Claims Management Office (CMO) has received your claim form, you will be sent a letter of acknowledgement and a claim number. You should keep the claim number for future reference when inquiring about your claim. TSA will try to resolve claims as quickly as possible but may need time for further investigation of the facts. If TSA denies your claim, or has not finally resolved it within 6 months after you have filed it, you may have a right to bring your claim to court. You can also access claim forms online at the TSA’s Claims Management Office’s Web site at www.tsa.gov travelers customer claims index.shtm. This Web site also has information related to filing a claim, checking the status of a claim, and other claim-related issues. You can also access this Web site by clicking on the Claims Management Office link in the “Resource Center” on TSA’s homepage at www.tsa.gov. If you have additional questions related to the claims process, you should contact the Claims Management Office at [email protected].
We hope this information is helpful. TSA Contact Center END RECORD
CONTACT RECORD
EID: 175090 Contact Type: Fulfillment Contact Date: Aug 15 2011 10:20AM Medium: Inbound Call Contact Status: Closed Incident Date: Aug 14 2011 2:40PM Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: (b) (6) Subject: Claims Body: The caller flew from the Oklahoma City Airport to Ontario California with a layover in Las Vegas on Southwest Airlines at 2:40pm on 8 14 2011. The caller s flight departed at 2:40pm. The caller s lock was cut from his tool box. The tool box was damaged. The caller had a NOI.
I sent the caller a claim form via e-mail. Agent Notes: Fulfillment Completed - Claims Forms sent to the customer via Email 08-15-2011 Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Sep 19 2011 2:12PM Opening Agent: Opened Date: 9/19/2011 2:12:14 PM Linked Event IDs:
(b) (6)
Responses: Response Template Name: General Checked Baggage Response + Claim + NOI Airport: OKC Airline: Subject Category: Claim Form Requests - Checked Bag (Emailed) Interaction Type: Complaint Response Email: END RECORD
CONTACT RECORD
EID: 176396 Contact Type: Fulfillment Contact Date: Aug 15 2011 5:06PM Medium: Email Contact Status: Closed Incident Date: Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: (b) (6) Subject: Concern Body: Sirs: Today, I traveled from OKC to DCA. In OKC my checked luggage was selected for physical inspection. I have no issue with this; secure my bag with TSA lock. What I do object to is not putting things back where you found them--shaving kit left unzipped and some contents spilled out inside the suitcase. Also unzipped an outer zipper and left it unzipped. (Was an expansion zipper). Thanks for your attention.
(b) (6)
(b) (6)
(b) (6)
(b) (6)
Agent Notes: Fullfillment was sent on 8-16-2011 by E-Mail. Follow Up: To TSOC Date: From TSOC Date: Last Updated By:(b) (6) Last Update Date: Sep 20 2011 1:09PM Opening Agent: (b) (6) Opened Date: 9/20/2011 1:09:42 PM Linked Event IDs: Responses: Response Template Name: General Checked Baggage Response + Claim + NOI Airport: OKC Airline: Subject Category: Mishandling of Passenger Property - Missing Items- Checked Baggage Interaction Type: Complaint Response Email: From: (TSA Contact Center DO NOT REPLY) [email protected] To: (b) (6) Subject: In Response to your inquiry. Body: Thank you for your e-mail regarding the screening of your checked baggage. The Transportation Security Administration (TSA) is required by law to screen all property, including checked baggage that is loaded
onboard commercial passenger aircraft. To ensure the security of the traveling public, it is sometimes necessary for Transportation Security Officers (TSOs) to conduct hand inspections of checked bags. TSOs receive training in the procedures to properly inspect passenger bags and are required to exercise great care during the screening process so that when bags are opened a passenger’s belongings are returned to the same condition they were found. We regret that you were unsatisfied with your screening experience. If a TSO needs to open and search a checked bag, the TSO will place a Notice of Inspection (NOI) inside the bag to alert the passenger that his or her bag was searched by TSA. Additionally, the NOI contains instructions on what to do if the passenger has a complaint. You may wish to file a claim for any missing or damaged property by completing the enclosed Standard Form 95 (claim form). Claim forms are also available on our Web site at www.tsa.gov. If you decide to file a claim, it will be processed in accordance with the Federal Tort Claims Act. Please note that TSA assumes a very limited role with respect to checked baggage handling. We are only responsible for checked baggage from the time it is presented for screening until the time it has been cleared of screening. Once checked baggage has been screened and cleared, airlines are responsible for transporting it to its final destination. As a result, the amount of time checked baggage is under TSA control is relatively short. TSA encourages travelers to pack valuables including jewelry, electronics, money, and fragile items in their carry-on baggage and not in their checked baggage. Passengers are allowed one carry-on in addition to one personal item, such as a laptop computer, purse, small backpack, briefcase, or camera case. This information, along with addition travel tips, is found on the TSA Web site.
We hope this information is helpful. TSA Contact Center END RECORD
CONTACT RECORD
EID: 183668 Contact Type: Normal/General Contact Date: Aug 23 2011 10:39AM Medium: Inbound Call Contact Status: Closed Incident Date: Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: NA Subject: Lost and Found Body: Caller flew from OK City to FLL on Sunday. He checked his bags; at some point, he learned at FLL his security strap was missing. There was an NOI within. This is the second time this occurred.
(b) (6)
Provided contact point for Oklahoma City Lost and Found Oklahoma City Will Rogers World Airport 405-702-7501 Assisted caller in navigating www.tsa.gov to the Claims Management Branch pages and downloading SF-95 claims package. Not necessary to send claims package to customer. Caller expressed frustration at the ponderousness of TSA and the YSA website. Agent Notes: Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Aug 23 2011 11:05AM Opening Agent: (b) (6) Opened Date: 8/23/2011 11:05:31 AM Linked Event IDs: Responses: Response Template Name: General Checked Baggage Response + Claim + NOI Airport: OKC Airline: Subject Category: Mishandling of Passenger Property - Missing Items- Checked Baggage Interaction Type: Complaint Response Email: END RECORD
CONTACT RECORD
EID: 189105 Contact Type: Fulfillment Contact Date: Aug 29 2011 1:25PM Medium: Inbound Call Contact Status: Closed Incident Date: Aug 28 2011 4:55PM Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Aug 29 2011 3:25PM Mail Return Date: Contact Email: (b) (6) Subject: Damaged Luggage Body: Caller flew from the Will Rogers World Airport tto the Denver Aiport yesterday 8-28-11 4:55 pm. The caller said her lotions was poured all over her luggage. The caller said she found a NOI in her luggage from TSA. The caller said TSA poured her lotions all over her luggage. The caller feels that it was TSA that damaged her luggage. The caller flew on Southwest Airlines. Sent the caller a SF-95 claims form through email.
Baggage # - Did not have.
Advise the caller that,
To ensure the security of the traveling public, it is sometimes necessary for Transportation Security Officers (TSOs) to conduct hand inspections of checked bags. TSOs receive training in the procedures to properly inspect passenger bags and are required to exercise great care during the screening process so that when bags are opened a passengerâ??s belongings are returned to the same condition they were found. We regret that you were unsatisfied with your screening experience. If a TSO needs to open and search a checked bag, the TSO will place a Notice of Inspection (NOI) inside the bag to alert the passenger that his or her bag was searched by TSA. Additionally, the NOI contains instructions on what to do if the passenger has a complaint. You may wish to file a claim for any missing or damaged property by completing the enclosed Standard Form 95 (claim form). Claim forms are also available on our Web site at www.tsa.gov. If you decide to file a claim, it will be processed in accordance with the Federal Tort Claims Act.
Agent Notes: Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Aug 29 2011 1:34PM Opening Agent: (b) (6) Opened Date: 8/29/2011 1:34:55 PM Linked Event IDs: Responses: Response Template Name: General Checked Baggage Response + Claim + NOI Airport: OKC Airline: Southwest Airlines
Subject Category: Mishandling of Passenger Property - Damaged Items- Checked Baggage Interaction Type: Complaint Response Email: END RECORD
CONTACT RECORD
EID: 208894 Contact Type: Fulfillment Contact Date: Sep 20 2011 3:58PM Medium: Inbound Call Contact Status: Closed Incident Date: Sep 11 2011 8:25AM Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Sep 20 2011 4:27PM Mail Return Date: Contact Email: (b) (6) Subject: Damaged Luggage and Contents Body: Caller indicated that she had a flight out of OKC-Will Rogers World Airport on September 11th at 0825hrs on American Airlines flight 450 destines for Kansas City, MO with a connection through DFW-Dallas Fort Worth. When she arrived at her destination there was a NOI in her checked luggage and a bottle of nail polish remover was unpacked and had spilled on the contents of her bag and destroyed her clothing and damaged a laptop that was inside. She was calling today to report the incident and see if she could claim the damages. Apologized to caller for her experience and explained the process for filing a claim for damaged items. Offered to send her the claim form package and caller requested they be sent to her email. Advised her that TSOs receive training in the procedures to properly inspect passenger bags and are required to exercise great care during the screening process so that when bags are opened a passenger’s belongings are returned to the same condition they were found. Agent Notes: Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Sep 20 2011 4:10PM Opening Agent: (b) (6) Opened Date: 9/20/2011 4:10:46 PM Linked Event IDs: Responses: Response Template Name: Missing and Damaged Items in Checked Bags - NOI Included and Claim Info Airport: OKC Airline: American Airlines Subject Category: Mishandling of Passenger Property - Damaged Items- Checked Baggage Interaction Type: Complaint Response Email: END RECORD
CONTACT RECORD
EID: 231579 Contact Type: Normal/General Contact Date: Oct 17 2011 12:57PM Medium: Inbound Call Contact Status: Closed Incident Date: Oct 16 2011 10:14AM Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Oct 17 2011 2:41PM Mail Return Date: Contact Email: Subject: Damaged GPS Body: The caller flew on the Delta # 525 flight from the Will Rogers Airport on 10-16-11 10:14 am to ATL to Spartenburg. The caller stated she found a NOI in her luggage and her GPS system was shattered. The caller wanted to know what she can do for this broken GPS system. Sent the caller a claims form through email. The caller said the GPS was shattered and she was not sure it was TSA or the Airline that destroyed the unit.
(b) (6)
NOI- 709951 8:22 10-16-11 OKC TH Baggage # 5006DL6600156
Advised the caller that, Transportation Security Administration (TSA) screeners are trained to exercise great care during the screening process to ensure that a passengerâ??s belongings are returned and not damaged when a bag needs to be opened. We regret if these high standards were not met. To file a claim, you may fill out the attached Standard Form 95 (claim form) in accordance with the instructions and return it to the address in box number 1 Once the Claims Management Office (CMO) has received your claim form, you will be sent a letter of acknowledgement and a claim number. You should keep the claim number for future reference when inquiring about your claim. TSA will try to resolve claims as quickly as possible but may need time for further investigation of the facts Please note that TSA assumes a very limited role with respect to checked baggage handling. We are only responsible for checked baggage from the time it is presented for screening until the time it has been cleared of screening. Once checked baggage has been screened and cleared, airlines are responsible for transporting it to its final destination. As a result, the amount of time checked baggage is under TSA control is relatively short. If a TSO needs to open and search a checked bag, the TSO will place a Notice of Inspection (NOI) inside the bag to alert the passenger that his or her bag was searched by TSA. Agent Notes: Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Oct 17 2011 5:06PM Opening Agent: (b) (6) Opened Date: 10/17/2011 12:57:03 PM
Linked Event IDs: Responses: Response Template Name: TCC Complaint—General Complaint w Claims Airport: OKC Airline: Delta Subject Category: Mishandling of Passenger Property - Damaged/Missing Items--Checked Luggage w/ Claim Request Interaction Type: Complaint Response Template Name: Missing and Damaged Items in Checked Luggage NOI Not Included Airport: OKC Airline: Delta Subject Category: Mishandling of Passenger Property - Damaged/Missing Items--Checked Luggage w/ Claim Request Interaction Type: Complaint Response Email: END RECORD
CONTACT RECORD
EID: 23226 Contact Type: Normal/General Contact Date: Mar 20 2011 3:06PM Medium: Email Contact Status: Closed Incident Date: Mar 3 2011 3:50PM Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: (b) (6) Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: (b) (6) Subject: TSA Contact Us: Complaints Body: THIS GENERATED EMAIL HAS BEEN SENT FROM http://www.tsa.gov/contact/index.shtm -----------------------------------------------------------------------------------------------------------Remote Client IP: (b) (6) Date Time: 3/20/2011 3:06:13 PM ------------------------------------------------------------------------------------------------------------
Name: (b) (6) Email: (b) (6) Complaints:Discourteous/Rude Employee Flight Info (If applicable. Enter Flight#/Airline/Terminal/Airport/Gate/Etc):3:50 p.m. 3/3/11, WN2425/Southwest/Oklahoma City, OK TSA screening entrance (main) Comments:I passed through TSA screening at 3:50 p.m. on March 3rd, 2011. After the initial ID screening check, there was an assigned TSA officer (single stripe) "directing" which lane to use. When I went to the center lane (which had few passengers), this gentlemen told me to use lane 1. When I asked why, he replied something to the effect of, "Just go to lane 1." I didn't protest further. When (b) (6) a TSA uniformed Supervisor (three stripes) passed me, I asked to speak with him and then asked why it was necessary for his employee to direct traffic, his response was, in my opinion, discourteous at best and rude at worst (not wrong necessarily, just grouchy). On the positive side, once I cleared the screening checkpoints, I asked the TSA lead (two stripes) dark hair, some beard, who was working what I believe is the positioin rotation assignment book desk, for a complaint form. He professionally and courtesouly asked me if he could help, and I replied no, that I had already asked an Officer and a Supervisor, both of which were rude, and that I wanted to lodge a complaint, not a big deal I said, just they could have been more courteous. THIS lead officer WAS courteous and helpful. When he didn't have a complaint form in his desk, I said, "Don't worry, this isn't a big deal," but he said, no, he would find a form for me. he (6)(6) was standing with what must be his went over the the Supervisor's desk area and found a form (where by the way, (b) (b) permanent look of disdain and grouchiness on his face). In the end, this is NOT a big deal at all. I was frustrated with myself for running late, and that almost certainly clouded my view of the TSA procedures at OKC airport. I have flown over 1,300 flights in the past seven years and have become jaded from the experience. It is very possible that (b) (6) just had a bad day, as I was having myself. In the end, I am very grateful that TSA has dedicated officers doing what is probably not the most glamorous or rewarding job out there, but I'd rather put up with some discourtesy and rudeness ocassionally if it means that I and my fellow citizens and passengers are safer when they fly. So, after all is said and done, Thank You to the TSA, and especially to the one officer out of three at OKC the afternoon of 3/3/11 that WAS courtesous, helpful and caring. He made the difference in what otherwise was turning into a dreary day. Agent Notes: Follow Up: To TSOC Date: From TSOC Date: Last Updated By:
(b) (6)
Last Update Date: Aug 14 2011 11:30AM Opening Agent: (b) (6) Opened Date: 3/21/2011 5:42:18 PM Linked Event IDs: Responses: Response Template Name: Consumer Complaint- BCC CSM Response Airport: OKC Airline: Southwest Airlines Subject Category: Screening - Discourteous/Rude Screener Interaction Type: Complaint -- Procedures Response Email: From: (TSA Contact Center DO NOT REPLY) [email protected] To:(b) (6) Subject: In Response to your inquiry. Body: Thank you for your email message. We are sorry you were unhappy with your recent travel experience. Because your complaint is regarding screening at a specific airport, we have forwarded a copy of your email to the Customer Service Manager at that location. The Customer Service Manager is responsible for ensuring that the screener workforce adheres to TSA principles for professional processing. We monitor the number and nature of complaints we receive to track trends and spot areas of concern that may require special attention. This ongoing process will enable us to ensure prompt, corrective action whenever we determine that security-screening policies need modification or specific employees or screener teams are the subjects of repeated complaints. Again, the TSA offers sincere apologies for the discomfort you experienced while traveling and encourage you to check the latest information at www.tsa.gov.
TSA Contact Center END RECORD
CONTACT RECORD
EID: 233287 Contact Type: Fulfillment Contact Date: Oct 18 2011 3:48PM Medium: Inbound Call Contact Status: Closed Incident Date: Oct 17 2011 12:00AM Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Oct 18 2011 3:56PM Mail Return Date: Contact Email: (b) (6) Subject: Damaged Luggage Body: Caller said that he flew from OK to Denver then Sacremento. Caller said that when he got his luggage back that the zippers and handles had been ripped.
Bag Tag 3016UA252365 Flight 6001 TSA monitors the number and nature of complaints received to track trends and spot areas of concern that may require special attention.
To file a claim, you may fill out the attached Standard Form 95 (claim form) in accordance with the instructions and return it to the address in box number 1. Once the Claims Management Office (CMO) has received your claim form, you will be sent a letter of acknowledgement and a claim number. You should keep the claim number for future reference when inquiring about your claim. Agent Notes: Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Oct 18 2011 3:54PM Opening Agent: (b) (6) Opened Date: 10/18/2011 3:48:19 PM Linked Event IDs: Responses: Response Template Name: TCC Complaint—General Complaint w Claims Airport: OKC Airline: United Airlines Subject Category: Mishandling of Passenger Property - Damaged/Missing Items--Checked Luggage w/ Claim Request Interaction Type: Complaint Response Email: END RECORD
CONTACT RECORD
EID: 234560 Contact Type: Normal/General Contact Date: Oct 19 2011 4:47PM Medium: Inbound Call Contact Status: Closed Incident Date: Contact Prefix: Contact First Name: Contact Middle Initial: Contact Last Name:(b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: not provided Subject: left behind coin at checkpoint Body: Caller went through OKC yesterday to Pittsburg. He had half dollars in a bag in pocket. He was ask to put the coins in a bin, then ask to take off his belt. Then he was ask to let TSO look in his bag. After the screening he says he was rushed thru the checkpoint and he did not pick up his coin. He wants his money back. He has called lost and found and did not get anyone. I told him to call back lost and found because his coins should be in lost and found. I also told him to call back the IVR press 5 enter OKC to get the CSM Agent Notes: Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Oct 19 2011 4:59PM Opening Agent (b) (6) Opened Date: 10/19/2011 4:47:16 PM Linked Event IDs:
(b) (6)
Responses: Response Template Name: Lost Found Unattended Baggage in Airports Airport: OKC Airline: Subject Category: Lost and Found - TSA Interaction Type: Complaint Response Email: END RECORD
CONTACT RECORD
EID: 248269 Contact Type: Normal/General Contact Date: Nov 3 2011 4:07PM Medium: Inbound Call Contact Status: Closed Incident Date: Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Not Provided Subject: FBI Issue Body: The caller flew on Southwest about 4 months ago and when he arrived in OKC ath the Will Rogers Airport he was pulled off the plane by 4 FBI agents and TSA. He said that the airport was shut down due to him and he was taken to a room and interrogated about his luggage and packages. He said that after speaking to the FBI about his luggage and packages the decided that he was untrustworthy and proceeded to blow up his items using the bomb squad. The caller said he was very cooperative and he would like to have his items back or be reimbursed. The caller said that he filed a claim with Southwest airlines because that was who he was flying with and they told him that this issue was with TSA or the FBI and they could not assist him. The caller wants to know who he can contact about the FBI blowing up his items to request reimbursement and find out if TSA has an incident report number that he could have about what happened. The caller said that he feels like no one cares or even recognizes what happened. He would like for someone to take responsibility and help him. Advised caller that the TCC does not have any contact information for the FBI. However, I explained that since the FBI was the law enforcement agency involved and they blew up his items he would need to speak with them about filing a claim. Advised the caller the only phone number that I could provided would be to the US Department of Homeland Security at 202-282-8000. Also explained to the caller that if an incident report was made by the TSA it would be recommended to contact the CSM at the OKC airport. The caller said he would just contact the US DHS to try and reach the FBI. Agent Notes: Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Nov 3 2011 4:56PM Opening Agent: (b) (6) Opened Date: 11/3/2011 4:07:40 PM Linked Event IDs: Responses: Response Template Name: Referrals Airport: OKC Airline: Southwest Airlines Subject Category: Mishandling of Passenger Property - Damaged/Missing Items--Unspecified Luggage w/out Claim Request Interaction Type: Complaint Response Email: END RECORD
CONTACT RECORD
EID: 256246 Contact Type: Normal/General Contact Date: Nov 10 2011 11:29PM Medium: Email Contact Status: Closed Incident Date: Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Not Provided Contact Fax: Fulfillment Sent: Nov 14 2011 10:29AM Mail Return Date: Contact Email: Subject: Oklahoma City TSA Screeners (b) (6) Body: I am very unhappy with Oklahoma City Airport. My husband, and I went through security in OKC Airport today to fly back to San Francisco after a two week stay in Oklahoma. The airline we used was United Airlines. My C-Pap machine was taken out of the container and put in a bin by a TSA Screener. I have traveled for years and never has anyone taken my machine out of the container to go through security. By doing this it exposes it to all kinds of germs that I could possibly breath into my lungs. This machine has always gone through Xray in the container. When I protested and said my C-Pap machine has never been taken out of its container before in airport security, I was told I must have never gone through OKC Airport security before. I am very upset about this. No other airport, including OKC has ever done this before.
(b) (6)
(b) (6)
Also, I had purchased a can of aerosol hairspray at about 13.3 ounces while staying in the Oklahoma City area. I packed it in my check in baggage and when I got home there was a note in my baggage that the hairspray is considered flamable and was removed. I paid $15 for this hairspray and I am very upset that it was removed. Again, I have been packing hairspray in my check in luggage for years in a plastic zip lock bag and it has never been removed by any other airport including OKC. I want my $15.00 back because I had just purchased the hairspray a few days earlier and it was almost full. In fact I had flown from SFO just a few weeks before and my C-Pap machine was not removed from its container in security and my hairspray was not removed from my check in luggage. What is with OKC Airport security that they take these measures to extreme. I had read on the internet hairspray could be packed in check in luggage if it was less than 15 ounces. Nothing was ever said about having to remove C-Pap machines from their containers. Were these TSA screeners right to remove my hairspray from my checked luggage and make me take my C-Pap machine out of its container exposing me to all kinds of germs?
(b) (6)
Agent Notes: Sent to CSM at Will Rogers World Airport for review 11-14-11 mnelson Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Nov 14 2011 11:19AM Opening Agent: (b) (6) Opened Date: 11/14/2011 10:23:36 AM Linked Event IDs: Responses: Response Template Name: Checked Baggage - How to File a Claim for Damaged Missing Items Airport: OKC Airline: United Airlines
Subject Category: Mishandling of Passenger Property - Damaged/Missing Items--Checked Luggage w/ Claim Request Interaction Type: Complaint Response Template Name: Electronic Devices—Screening Airport: OKC Airline: United Airlines Subject Category: Screening - Procedures/Process Interaction Type: Complaint Response Template Name: Complaint—Customer Service Manager Airport: OKC Airline: United Express Subject Category: Screening - Procedures/Process Interaction Type: Complaint Response Email: From: (TSA Contact Center DO NOT REPLY) [email protected] To:(b) (6) Subject: In Response to your inquiry. Body: Thank you for your e-mail regarding missing and or damaged items from your checked luggage. The Transportation Security Administration (TSA) is required by law to screen all property that is brought onboard commercial passenger aircraft. To ensure the security of the traveling public, it is sometimes necessary for Transportation Security Officers (TSOs) to conduct hand inspections of checked bags. TSOs receive training in the procedures to properly inspect passenger bags and are required to exercise great care during the screening process so that when bags are opened a passenger’s belongings are returned to the same condition they were found. We regret that you were not satisfied with the manner in which your luggage was handled. To protect a passenger’s rights under Federal law and to file a valid claim, travelers must send their claim in writing to TSA, stating the circumstances of the loss and the exact amount claimed (fair market value of lost or destroyed property, reasonable cost of repair for damaged property), within 2 years after the claim occurred. The claim must be signed by the claimant or an authorized representative (e.g., an attorney or other personal representative with appropriate proof of authority). TSA is responsible for reviewing all claims relating to the screening of passengers and their baggage. To file a claim, you should fill out the Standard Form 95 (claim form) in accordance with the instructions and return it to the address in box number 1. A claim form will be sent to you within 24 hours of this response. While use of the form is not mandatory, it may help travelers ensure that they meet the legal requirements for filing a claim. If you decide to file a claim, it will be processed in accordance with the Federal Tort Claims Act. Once TSA’s Claims Management Branch (CMB) has received your claim form, you will be sent a letter of acknowledgement and a claim number. You should keep the claim number for future reference when inquiring about the claim. TSA tries to resolve claims as quickly as possible but may need time for further investigation of the facts. If TSA denies a claim, or has not finally resolved it within 6 months after it was filed, travelers have a right to bring their claim to court. You can also access claim forms online at TSA’s Claims Management Branch Web site at www.tsa.gov travelers customer claims index.shtm. This Web site also has information related to filing a claim, checking the status of a claim, and other claim-related issues. You can also access this Web site by clicking on the CMB link in the “Resource Center” on TSA’s homepage at www.tsa.gov. For additional questions related to the claims process, please contact the CMB at [email protected].
Because your complaint concerns security screening at a specific airport, we have forwarded a copy of your e-mail to the Customer Service Manager at that airport. TSA monitors the number and nature of complaints we receive to track trends and spot areas of concern that may require special attention. This ongoing process enables us to ensure prompt, corrective action whenever we determine that security-screening policies need modification or specific employees or screener teams are the subjects of repeated complaints.
The Transportation Security Administration’s (TSA) screening procedures require all accessible property be cleared before allowing an individual and his or her accessible property to enter the sterile area. Full-size laptop computers (unless in a checkpoint-friendly bag), full-size video game consoles, full-size DVD players, Continuous Positive Airway Pressure (CPAP) breathing machines, and video cameras that use cassettes must be removed from their carrying case prior to x-ray screening. Smaller, portable electronic items, such as electronic book readers (Kindles, Nook), portable music devices (Mp3 players, iPods, etc), computer tablets (such as iPads), and wires, cables, or other connecting equipment associated with such electronic equipment are not
required to be removed from carrying cases. However, any item may require removal subsequent to x-ray screening if the bag’s x-ray image appears to display a prohibited item and a Transportation Security Officer is then required to inspect the bag. We encourage all travelers to familiarize themselves with TSA Travel Tips prior to their trip. Our Web site, www.tsa.gov, has information about prohibited and permitted items, the screening process and procedures, and guidance for special considerations that may assist them in preparing for air travel. Passengers can go directly to these tips at www.TSATravelTips.us.
We hope this information is helpful.
TSA Contact Center END RECORD
CONTACT RECORD
EID: 261521 Contact Type: Normal/General Contact Date: Nov 17 2011 2:17PM Medium: Inbound Call Contact Status: Closed Incident Date: Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Not Provided Subject: Missed Flight Body: Caller said her son is flying on American Airlines at the moment. He was scheduled to fly out of OKC yesterday but was held up at screening due to resolving different alarms that sounded as a result of his metal implants. Once he passed through screening the plane was still there but the airline wouldn t opent he boarding gate to allow him to board. He ended up missing his flight so he flew out this morning. He is at his connecting flight in Chicago now ready to continue on to WI but he wasn t able to fly becaus the only flight today from Chicago was full. She wanted to know what she could do to get her son to Wisconsin rather than have him take a bus. She is out over 400 dollars as a result of this.
(b) (6)
I apologized for the inconvenience and advised her TSA is responsible for screening. We are required to make sure every passenger and their luggage is safe to enter the sterile area to board the plane. If secondary screening is needed, we re required to do it. If it takes a little longer than expected to resolve an alarm, we will take that time. Each passenger has to be cleared to enter that area. If the plane was still there and the airline wouldn t let him board, thats an airline issue. She said the airline told her it was TSA and she was running back and forth and not getting an answer from anyone because no one would accept responsibility. I advised her: Its the airline s issue if they wouldn t let him board once he passes through screening, but even if it was a TSA issue, there s nothing we could do about it because we re required by law to make sure everyone is safe to board the plane. Agent Notes: Follow Up: To TSOC Date: From TSOC Date: Last Updated By: Last Update Date: Nov 17 2011 3:03PM Opening Agent: (b) (6) Opened Date: 11/17/2011 2:17:58 PM Linked Event IDs:
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Responses: Response Template Name: Screening- All Passengers Airport: OKC Airline: American Airlines Subject Category: Screening - Procedures/Process Interaction Type: Complaint Response Email: END RECORD
CONTACT RECORD
EID: 266181 Contact Type: Normal/General Contact Date: Nov 22 2011 12:42PM Medium: Inbound Call Contact Status: Closed Incident Date: Nov 10 2011 12:22PM Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: (b) (6) Contact State: (b) (6) Contact Zip: (b) (6) Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Nov 23 2011 9:02AM Mail Return Date: Contact Email: not provided Subject: broken items from checked Body: Caller departed from OKC on Frontier F9186 on November 10, 2011 at 12:22 pm to DEN Bag tags F9822810780 and F98422810779. He did have a Notice of Inspection and he also had his bag locked with a non TSA approved lock. He said it appeared that the lock had been cut off and thrown back into the suitcase which damaged some of his heirlooms. He had 2 snow globes that he had inherited from his mothers estate. One of the snow globes was broken and he thinks by the lock that was placed back in his bag. He had old year books and other old paper documents that were ruined by the water from the globe.
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I advised him on the claims process and sent claim forms to his home address. I apologized to him and told I would forward a email to the CSM for review. He does not have a email address and ask that if contacted please call him at (b) (6) Agent Notes: Sent to the CSM at OKC for review and notification. (b) (6) 11-22-11 Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Nov 22 2011 4:47PM Opening Agent: (b) (6) Opened Date: 11/22/2011 12:42:58 PM Linked Event IDs: Responses: Response Template Name: Missing and Damaged Items in Checked Bags - NOI Included and Claim Info Airport: OKC Airline: Frontier Airlines Subject Category: Mishandling of Passenger Property - Damaged/Missing Items--Checked Luggage w/ Claim Request Interaction Type: Complaint Response Email: END RECORD
CONTACT RECORD
EID: 266644 Contact Type: Normal/General Contact Date: Nov 22 2011 1:07PM Medium: Email Contact Status: Closed Incident Date: Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Not Provided Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: (b) (6) Subject: FW: TSA Contact Us: Complaints Body: Forwarded for appropriate action.
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Office of Civil Rights and Liberties, TSA-6
From: (b) (6) Sent: Tuesday, November 22, 2011 11:52 AM To: [email protected] Subject: TSA Contact Us: Complaints
THIS GENERATED EMAIL HAS BEEN SENT FROM http://www.tsa.gov/contact/index.shtm -----------------------------------------------------------------------------------------------------------Remote Client IP: (b) (6) Date Time: 11/22/2011 11:52:16 AM -----------------------------------------------------------------------------------------------------------Name:
(b) (6)
Email:
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Complaints: Civil Rights Flight Info (If applicable. Enter Flight#/Airline/Terminal/Airport/Gate/Etc): Oklahoma City, Oklahoma, departure gate 20, screening area. Incident occured 20 Nov 11 at approximately 1200.
Comments: The incident is about a belt, I was wearing, I would not remove. I believe that I am not required by law or TSA regulation to remove my belt. That is a courtesy performed by citizens to help with the screening process. I was never patted down or subject to an alternate screen. I asked for a 2 and 3 striper to explain or provide information otherwise to my belief and understanding of the process. Neither could explain but just said that I had to remove my belt. The 3 striper promptly involved the civilian police and they quickly threatned to arrest me for trespassing. I agreed to go back through the screening process where I removed my belt. There are several problems here: 1st the TSA supervisors could not properly articulate why or if I had to take my belt off, 2nd Soldiers in uniform are allowed to keep boots and belt on, 3rd I was at the alternate screening area which a simple pat down and hand held detector could've been used. I am a US Army Soldier and I am used to lines, waiting, and obeying orders. According to your website http://www.tsa.gov/travelers/airtravel/assistant/editorial_1049.shtm.. the only requirement is taking off your shoes. I believe the 3 striper and the supervisor who showed up could have and needed to explain if and why it is a requirement to take off your belt. The Police Officers used threats and said it is regulation but it is not regulation and the Police Officers should not have been involved until a proper explanation was given by the 3 striper. That is all I asked but in the end I went through screening again but I should not have had to that. Since I was asking about belts, it appeared to me, that the TSA stopped Soldiers in uniform from going through the checkpoint I was in until I was gone because it was in direct confliction of their explanation. I totally understand procedure and the threats we face in America today but I still have rights and I believe those rights were violated. All I heard from the TSA 3 striper and supervisor was it is regulation and then they went to local law enforcement who only used threat as a device for compliance.
Agent Notes: Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Nov 22 2011 4:42PM Opening Agent: (b) (6) Opened Date: 11/22/2011 4:01:36 PM Linked Event IDs: Responses: Response Template Name: Removing Personal Items before Screening Airport: OKC Airline: Subject Category: Screening - Procedures/Process Interaction Type: Complaint Response Template Name: Screening--Military Personnel Airport: OKC Airline: Subject Category: Screening - Military Interaction Type: Information Response Email: From: (TSA Contact Center DO NOT REPLY) [email protected] To: (b) (6) Subject: In Response to your inquiry. Body: Thank you for your e-mail regarding the screening of military personnel. The Transportation Security Administration (TSA) is fully supportive of the men and women in uniform, and our standard operating procedures strictly prohibit targeting members of the military (or any other organization) solely because they are in the military. We are sincerely grateful for the sacrifices made by these brave men and women. Many of our own employees are former military personnel or current reserve members. In fact, TSA has instituted many procedures specifically for the military to ease their processing through the security screening checkpoint. Security guidelines provide that uniformed military personnel traveling on orders are exempt from selectee clearance procedures only on those air carriers who have implemented a system that has been approved by the air carrier Principal Security Inspector (PSI). We emphasize that this exemption applies only to military personnel on active duty that present a valid, active duty military identification card and the military orders associated with that travel. Military personnel should advise the airline upon check-in that they are active duty and traveling on military orders. The airline should exempt them from any automatic additional screening. Military personnel, their families, and their carry-on items are still subject to the same initial screening procedures as all other individuals
entering a secured area. Excluding any group or individual from the screening process, such as senior citizens, the clergy, or the military, would provide opportunities for terrorists to exploit and thus undermine security. In addition, military personnel remain subject to additional screening if they sound an alarm when passing through the walk-through metal detector at the security checkpoint or if anomalies are detected during Advanced Imaging Technology screening.
The Transportation Security Administration (TSA) strongly recommends that passengers remove all items and accessories from their pockets before beginning the security screening process. Removing items such as wallets, belts, bulky jewelry, money, keys, and cell phones may reduce the chances of requiring a passenger to undergo additional screening to resolve an alarm of the Walk-Through Metal Detector (WTMD) or resolve an anomaly discovered during Advanced Imaging Technology (AIT) screening. To avoid the chance of leaving personal items behind, we recommend passengers place their belongings in their carry-on baggage before entering the checkpoint. For tips and further information about security screening, please visit TSA’s Web site at www.tsa.gov. We hope this information is helpful. TSA Contact Center END RECORD
CONTACT RECORD
EID: 268443 Contact Type: Normal/General Contact Date: Nov 24 2011 6:30PM Medium: Email Contact Status: Closed Incident Date: Nov 22 2011 12:00AM Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Not provided Contact Fax: Fulfillment Sent: Nov 25 2011 10:32AM Mail Return Date: Contact Email: (b) (6) Subject: TSA Contact Us: Complaints Body: THIS GENERATED EMAIL HAS BEEN SENT FROM http://www.tsa.gov/contact/index.shtm -----------------------------------------------------------------------------------------------------------Remote Client IP: (b) (6) Date Time: 11/24/2011 6:30:32 PM ------------------------------------------------------------------------------------------------------------
Name: Email (b) (6) Complaints:Damaged or Missing items in Checked or Carry-on Baggage Flight Info (If applicable. Enter Flight#/Airline/Terminal/Airport/Gate/Etc):Southwest Airlines Flights 1004/ 2279 from OKC to Tampa (through Houston) on Nov. 22, 2011 Comments:Upon arrival in Tampa on Nov. 22, 2011 I found my Ralph Lauren bathrobe missing from my suitcase Agent Notes: Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Nov 25 2011 10:04AM Opening Agent: (b) (6) Opened Date: 11/25/2011 10:02:22 AM Linked Event IDs: Responses: Response Template Name: Claim for Damaged or Missing Items--Generic Airport: OKC Airline: Southwest Airlines Subject Category: Mishandling of Passenger Property - Damaged/Missing Items--Checked Luggage w/ Claim Request Interaction Type: Complaint Response Email: From: (TSA Contact Center DO NOT REPLY) [email protected] To:(b) (6) Subject: In Response to your inquiry. Body: Thank you for your e-mail in which you request to file a claim with the Transportation Security Administration. The Transportation Security Administration (TSA) is required by law to screen all property that is brought onboard commercial passenger aircraft. To ensure the security of the traveling public, it is sometimes necessary for Transportation Security Officers (TSOs) to conduct hand inspections of bags. TSOs receive training in the procedures to properly inspect passenger bags and are required to
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exercise great care during the screening process so that when bags are opened a passenger’s belongings are returned to the same condition they were found. We regret that you were not satisfied with the manner in which luggage was handled. To protect a passenger’s rights under Federal law and to file a valid claim, travelers must send their claim in writing to TSA, stating the circumstances of the loss and the exact amount claimed (fair market value of lost or destroyed property, reasonable cost of repair for damaged property), within 2 years after the claim occurred. The claim must be signed by the claimant or an authorized representative (e.g., an attorney or other personal representative with appropriate proof of authority). TSA is responsible for reviewing all claims relating to the screening of passengers and their baggage. To file a claim, you should fill out the Standard Form 95 (claim form) in accordance with the instructions and return it to the address in box number 1. A claim form will be sent to you within 24 hours of this response. While use of the form is not mandatory, it may help travelers ensure that they meet the legal requirements for filing a claim. If you decide to file a claim, it will be processed in accordance with the Federal Tort Claims Act. Once TSA’s Claims Management Branch (CMB) has received your claim form, you will be sent a letter of acknowledgement and a claim number. You should keep the claim number for future reference when inquiring about the claim. TSA tries to resolve claims as quickly as possible but may need time for further investigation of the facts. If TSA denies a claim, or has not finally resolved it within 6 months after it was filed, travelers have a right to bring their claim to court. You can also access claim forms online at TSA’s Claims Management Branch Web site at www.tsa.gov/travelers/customer/claims/index.shtm. This Web site also has information related to filing a claim, checking the status of a claim, and other claim-related issues. You can also access this Web site by clicking on the CMB link in the “Resource Center” on TSA’s homepage at www.tsa.gov. For additional questions related to the claims process, please contact the CMB at [email protected].
We hope this information is helpful. TSA Contact Center END RECORD
CONTACT RECORD
EID: 283542 Contact Type: Normal/General Contact Date: Dec 9 2011 3:32PM Medium: Email Contact Status: Closed Incident Date: Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Not Provided Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: (b) (6) Subject: TSA Contact Us: Complaints Body: THIS GENERATED EMAIL HAS BEEN SENT FROM http://www.tsa.gov/contact/index.shtm -----------------------------------------------------------------------------------------------------------Remote Client IP: (b) (6) Date Time: 12/9/2011 3:32:16 PM ------------------------------------------------------------------------------------------------------------
Name: Email: Complaints:Inconsistent Screening (Different Practices between Airports) Flight Info (If applicable. Enter Flight#/Airline/Terminal/Airport/Gate/Etc):Will Rogers Airport in OKC Comments:I travel frequently for work and fly 3 times a week on average. I go through many airports and none of them are the same. I just bought a new laptop so to keep it from getting damaged I bought a "TSA" friendly bag that holds nothing but my laptop. In OKC today they took it out of the bag and dropped it in a bin. I a. Am trying to protect my laptop from scratches and b. don't like anyone touching my stuff, I don't know where their hands have been. They wear gloves to protect them but then they finger all my stuff, that's gross. I have made it through seccurity in the past with my shows on, metal pens in my pockets and just about everything. Agent Notes: Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Dec 9 2011 4:34PM Opening Agent: (b) (6) Opened Date: 12/9/2011 4:31:37 PM Linked Event IDs: Responses: Response Template Name: Consistency at Airports Nationwide Airport: OKC Airline: Subject Category: Screening - Inconsistency Interaction Type: Complaint Response Template Name: Laptops and Checkpoint Friendly Bags Airport: OKC Airline: Subject Category: Screening - Procedures/Process Interaction Type: Complaint
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Response Email: From: (TSA Contact Center DO NOT REPLY) [email protected] To: (b) (6) Subject: In Response to your inquiry. Body: Thank you for your email message regarding your concerns about the consistency of procedures at our Nation s airports. The Transportation Security Administration (TSA) has developed standard screening practices for all of our Nation s airports, and passengers can expect essentially the same procedures. While the procedures are the same everywhere, the interpretation of those procedures results in some slight variations from airport to airport and situation to situation. Additionally, some element of uncertainty and randomness in security operations is necessary to disrupt terrorist planning and attempted attacks. TSA works hard to achieve consistency in the security training process. We inspect screening operations at airports and continue to monitor the number and nature of complaints we receive from the traveling public to track trends and spot areas of concern that may require special attention. This ongoing process enables us to ensure prompt, corrective action whenever we determine that security screening policies need modification or specific employees are the subject of repeated complaints. Because your complaint concerns an incident that occurred at a specific airport, we have forwarded a copy of your letter to the Customer Service Manager at that location.
The Transportation Security Administration (TSA) conducts security screening of laptop computers to determine if prohibited items are present or if there has been any tampering to the computer. Transportation Security Officers (TSOs) receive training to recognize prohibited items and irregularities in the laptop x-ray image. For TSOs to recognize these items an unobstructed view of the laptop is required as it moves through the x-ray machine; in most cases this requires the computer to be removed from its case prior to x-ray screening. Some laptop bags currently on the market, such as laptop-only sleeves, can present a clear (unobstructed) x-ray image of the laptop if packed correctly. However, most laptop bags will not present a clear (unobstructed) x-ray image. For book-like bags, only the computer should be in the computer section, and the bag should be opened up and laid flat for screening. Using one of these bags will not guarantee that a laptop will never have to come out of the bag for screening. If a TSO finds that the bag does not present a clear and unobstructed image, the laptop will have to be screened separately. Travelers intending to use a “checkpoint-friendly” laptop bag must ensure that: •The laptop bag has a designated laptop-only section that can lie flat on the x-ray belt; •There are no metal snaps, zippers, or buckles inside, underneath, or on top of the laptop-only section; •There are no pockets on the inside or outside of the laptop-only section; •There is nothing in the laptop compartment other than the laptop; and •The bag is completely unfolded so that there is nothing above or below the laptop-only section, allowing the bag to lie flat on the x-ray belt. It is important to remember, a well-designed, “checkpoint-friendly” bag must be packed appropriately if the laptop remains in the bag during x-ray screening. TSA does not approve or endorse any laptop bag design or manufacturer. For more information and images of checkpoint-friendly designs and guidance on use, please visit our Web site at www.tsa.gov.
We hope this information is helpful. TSA Contact Center END RECORD
CONTACT RECORD
EID: 285838 Contact Type: Normal/General Contact Date: Dec 12 2011 5:57PM Medium: Inbound Call Contact Status: Closed Incident Date: Dec 12 2011 10:44AM Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: not provided Subject: NOI Body: Caller was traveling from OKC to DEN and TSA inspected his bag and the lock was cut off his checked bag,caller does not want to file claim. explained the possibility that TSA was forced to open bag to clear an alarma an if the pass key failed to operate lock the lock would have to be cut off. Agent Notes: Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Dec 12 2011 6:02PM Opening Agent: (b) (6) Opened Date: 12/12/2011 5:57:58 PM Linked Event IDs: Responses: Response Template Name: Not Liable for Broken Locks Limited Role Airport: OKC Airline: Southwest Airlines Subject Category: Locks - Missing or Damaged Lock---No Claim Request Interaction Type: Complaint Response Email: END RECORD
CONTACT RECORD
EID: 289096 Contact Type: Normal/General Contact Date: Dec 15 2011 10:41AM Medium: Inbound Call Contact Status: Closed Incident Date: Dec 12 2011 1:45PM Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Dec 15 2011 11:15AM Mail Return Date: Contact Email: Subject: Missing Items Body: The caller flew out of Oklahoma City Will Rogers World Airport on12 12 2011 on American airlines flight 3793. He checked his bag between 1:45pm and 2:00pm. His bagtag Number is AA110196. He says he had a NOI in his bag and is missing a pair of shorts and a pocket knife. He stated it wasnt in a sheath. The caller has been calling (b) (6) and just gets a voice mail.
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I provided claim forms by email and advised caller I would send this to the CSM for review.
Agent Notes: Sent to CSM at BRW for review 12-15-11 (b)
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Re-sent to correct CSM at OKC per reply from BRW 12-15-11 (b) Follow Up: From: (b) (6) Sent: Thursday, December 15, 2011 5:49 PM To: TSA TCC Subject: RE: The following event #289096 should be reviewed. This is for OKC not BRW
(b) (6)
Safety & Occupational Health Specialist Seattle-Tacoma International Airport Transportaion Security Administration Office ~ 206-214 (b) (6) Fax ~ 206-248-7585 Cell (b) (6) I reviewed the camera at AA checked baggage and identified the passenger's bag by time indicated. All items were returned to the bag upon completion of screening, including a large pocket knife that was placed in an end pocket of the duffle. I called and left a voice mail for the passenger with this information.
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TSA SHM/CSQIM/ICMS Coordinator Will Rogers World Airport -OKC Lawton/Ft. Sill Regional Airport - LAW Office: 405-702- (b) (6) Cell: (b) (6) "Security can only be achieved through constant change, through discarding old ideas that have outlived their usefullness and adapting others to current facts." - William O. Douglas Questions and Comments? Visit: TSA.gov, Evolution of Security Blog, Got Feedback?
-----Original Message----From: [email protected] [mailto:[email protected]] Sent: Thursday, December 15, 2011 6:26 PM To: (b) (6) Subject: The following event #289096 should be reviewed. The customers information has been attached to this email. If the file is password-protected, then please use the CSM password (located on the OSO Trusted Source Site) to open the file. NOTICE: This communication, along with any attachments, is covered by Federal and State law governing electronic communications and may contain confidential and legally privileged information. If the reader of this message is not the intended recipient, you are hereby notified that any dissemination, distribution, use or copying of this message is strictly prohibited. If you have received this in error, please reply immediately to the sender and delete this message. NOTICE: The information contained in this message and any attachments is privileged and confidential and therefore protected from disclosure. If the reader of this message is not the intended recipient, or an employee or agent who is responsible for delivering this message to the intended recipient, you are hereby notified that any dissemination, distribution or copying of this communication is strictly prohibited. Senture does not accept liability for changes to this message after it was sent. The views expressed in this e-mail do not necessarily reflect the views of the company. If you have received this communication in error, please notify the sender immediately by replying via e-mail to this message and deleting this information from your computer.
To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Dec 20 2011 12:40PM Opening Agent: (b) (6) Opened Date: 12/15/2011 10:41:39 AM Linked Event IDs: Responses: Response Template Name: Missing and Damaged Items in Checked Bags - NOI Included and Claim Info Airport: OKC Airline: American Airlines Subject Category: Mishandling of Passenger Property - Damaged/Missing Items--Checked Luggage w/ Claim Request Interaction Type: Complaint Response Email: END RECORD
CONTACT RECORD
EID: 298990 Contact Type: Fulfillment Contact Date: Dec 23 2011 12:25PM Medium: Inbound Call Contact Status: Closed Incident Date: Dec 22 2011 7:00AM Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Dec 23 2011 12:38PM Mail Return Date: Contact Email: (b) (6) Subject: Missing Items from Checked Luggage Body: Caller indicated that his parents traveled from OKC yesterday the 22nd on American Airlines to visit him in California and when they arrived, there was a NOI in their luggage and a pocketknife and several toiletries were missing from the contents. He is calling to see what they can do to retrieve their missing items.
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Apologized to caller for his parents experience and explained that these items are not generally prohibited and suggested he begin by calling the lost and found office at OKC to see if the items were there. Also explained the process for filing a claim and emailed a copy of the forms to save time. Agent Notes: Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Dec 23 2011 12:32PM Opening Agent: Opened Date: 12/23/2011 12:25:39 PM Linked Event IDs:
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Responses: Response Template Name: TCC Complaint—General Complaint w Claims Airport: OKC Airline: American Airlines Subject Category: Mishandling of Passenger Property - Damaged/Missing Items--Checked Luggage w/ Claim Request Interaction Type: Complaint Response Email: END RECORD
CONTACT RECORD
EID: 299497 Contact Type: Normal/General Contact Date: Dec 23 2011 3:12PM Medium: Email Contact Status: Closed Incident Date: Contact Prefix: (b) (6) Contact First Name: Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Not Provided Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: TSA Contact Us: Complaints Body: THIS GENERATED EMAIL HAS BEEN SENT FROM http://www.tsa.gov/contact/index.shtm -----------------------------------------------------------------------------------------------------------Remote Client IP: (b) (6) Date Time: 12/23/2011 3:12:13 PM ------------------------------------------------------------------------------------------------------------
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Name:(b) (6) Email: (b) (6) Complaints:Inconsistent Screening (Different Practices between Airports) Flight Info (If applicable. Enter Flight#/Airline/Terminal/Airport/Gate/Etc):OKC Airport Comments:In the last few weeks I have flown in and out of these airports: LaGuardia, Indianapolis, Cleveland, Akron-Canton, Atlanta, Chicago O’Hare. My small liquids were always in one of those plastic bags you get from a grocery store with all other bath accessories, i.e. shaving, soap, hairbrush and not once was my bagged pulled off X-Ray the machine to check the liquids. I pass thru the TSA checkpoint at OKC on Wednesday afternoon. The screener flags my bag which is searched and the examining agent removes some (not all) of the liquids, puts them into a plastic bag, takes my suitcase and the plastic bag and puts them back on the screening process. Note she did not recover all of the liquids in this bag. Questions are why is this not consistent at all airports or is OKC not following current guidelines or vice versa - the others are not. Shouldn’t all liquids be segregated in a separate plastic bag if this is still a requirement? She did not. My other carry on also had plastic bottles of liquids in it but this was not flagged for removal. Why? Agent Notes: Sent to CSM at OKC for review 12-23-11 mnelson Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Dec 23 2011 6:10PM Opening Agent: (b) (6) Opened Date: 12/23/2011 4:31:13 PM Linked Event IDs: Responses: Response Template Name: Consistency at Airports Nationwide Airport: OKC Airline: Subject Category: Screening - Inconsistency Interaction Type: Complaint
Response Email: From: (TSA Contact Center DO NOT REPLY) [email protected] To: (b) (6) Subject: In Response to your inquiry. Body: Thank you for your email message regarding your concerns about the consistency of procedures at our Nation s airports. The Transportation Security Administration (TSA) has developed standard screening practices for all of our Nation s airports, and passengers can expect essentially the same procedures. While the procedures are the same everywhere, the interpretation of those procedures results in some slight variations from airport to airport and situation to situation. Additionally, some element of uncertainty and randomness in security operations is necessary to disrupt terrorist planning and attempted attacks. TSA works hard to achieve consistency in the security training process. We inspect screening operations at airports and continue to monitor the number and nature of complaints we receive from the traveling public to track trends and spot areas of concern that may require special attention. This ongoing process enables us to ensure prompt, corrective action whenever we determine that security screening policies need modification or specific employees are the subject of repeated complaints. Because your complaint concerns an incident that occurred at a specific airport, we have forwarded a copy of your letter to the Customer Service Manager at that location.
We hope this information was helpful. TSA Contact Center END RECORD
CONTACT RECORD
EID: 316400 Contact Type: Fulfillment Contact Date: Jan 10 2012 6:35PM Medium: Inbound Call Contact Status: Closed Incident Date: Jan 10 2012 6:25AM Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Jan 10 2012 6:48PM Mail Return Date: Contact Email: (b) (6) Subject: Possible Damaged Items Body: The caller traveled today from OKC to SLC and then to Boise on 1 10 12 deparing at 6:25am with Delta. The bag was inspected by TSA. His toilettrie bag was turned upside down and the contents leaked out. NOI was present. The caller feels that the TSO was careless. The caller indicated that he would try to wash the shirts to see if they would come clean. Baggage Claim # DL4495B0178 80061229377DL4495BOI03DF0710JAN
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I apologized and indicated that our TSO are trained to excercise great care to ensure that a passenger s belongings are returned in the same condition as they were found. TSA monitors that number and nature of complaints that are received so that we can track trends and spot areas of concern that may require special attention. I indicated that he could file a claim with TSA in regard to damaged items by completing the claim form. I ordered the form to be sent to his email address. Agent Notes: Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Jan 10 2012 6:47PM Opening Agent: (b) (6) Opened Date: 1/10/2012 6:35:19 PM Linked Event IDs: Responses: Response Template Name: TCC Complaint—General Complaint w Claims Airport: OKC Airline: Delta Subject Category: Mishandling of Passenger Property - Damaged/Missing Items--Checked Luggage w/ Claim Request Interaction Type: Complaint Response Email: END RECORD
CONTACT RECORD
EID: 318529 Contact Type: Normal/General Contact Date: Jan 12 2012 1:15PM Medium: Inbound Call Contact Status: Closed Incident Date: Jan 3 2012 3:45PM Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Damaged Bag and Missing Items Body: The caller is calling in regard to filing a claim. She traveled from OKC on 1 3 12 with Delta departing at 3:45pm. Two bags were damaged. The bag was taped with TSA tape, however it was not taped properly so items (2 Iphone 4 s) fell out. There was a gaping hole. She would like to be reimbursed for the damaged and missing items. She was given a customer comment card. One of the bags was $1300 and the other was $1500. The caller indicated that TSA admitted to openening the bag. She did not indicate that a NOI was present when asked but was adamant that TSA inspected the bag. Baggage Claim # 7006DL017234 and 7006DL017243 I apologized and indicated that TSA monitors that number and nature of complaints that are received so that we can track trends and spot areas of concern that may require special attention. advised the caller that she could file a claim in regard to any missing or damaged items by completing a claim and submitting it to the CMB I directed the caller to the claim form on tsa.gov. http: www.tsa.gov travelers customer claims forms.shtm I explained that she must file a claim with the CMB in order to recieve reimbursment. Agent Notes: Follow Up: To TSOC Date: From TSOC Date: Last Updated By: Last Update Date: Jan 12 2012 1:32PM Opening Agent: (b) (6) Opened Date: 1/12/2012 1:15:10 PM Linked Event IDs:
(b) (6)
Responses: Response Template Name: Claim for Damaged or Missing Items--Generic Airport: OKC Airline: Delta Subject Category: Mishandling of Passenger Property - Damaged/Missing Items--Checked Luggage w/ Claim Request Interaction Type: Complaint Response Email: END RECORD
CONTACT RECORD
EID: 321372 Contact Type: Fulfillment Contact Date: Jan 17 2012 9:07AM Medium: Inbound Call Contact Status: Closed Incident Date: Jan 4 2012 12:00AM Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Jan 17 2012 9:33AM Mail Return Date: Contact Email: (b) (6) Subject: Damaged Items Body: The caller had a box inspected on January 4th when she flew from OKC to SLC on Delta Airlines then on to SEA. The caller said she had packed juice, a sewing machine, spools and thread inside the box. Whe she reached her destination she found an NOI inside of the box. The caller said when she unpacked her sewing machine it would not work. She took it to a repair shop and they told her it needed significant repair. She thinks its was damaged by TSA during screening. The caller said it would cost $169.00 to repair the sewing machine and she wanted to know what TSA could do to help.
(b) (6)
Advised caller: The Transportation Security Administration (TSA) is required by law to screen all property that is brought onboard commercial passenger aircraft. To ensure the security of the traveling public, it is sometimes necessary for Transportation Security Officers (TSOs) to conduct hand inspections of checked bags. TSOs receive training in the procedures to properly inspect passenger bags and are required to exercise great care during the screening process so that when bags are opened a passenger’s belongings are returned to the same condition they were found. We regret that you were not satisfied with the manner in which your luggage was handled. Emailed caller an SF95 Claim form. Agent Notes: Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Jan 17 2012 9:17AM Opening Agent: (b) (6) Opened Date: 1/17/2012 9:07:39 AM Linked Event IDs: Responses: Response Template Name: Checked Baggage - How to File a Claim for Damaged Missing Items Airport: OKC Airline: Delta Subject Category: Mishandling of Passenger Property - Damaged/Missing Items--Checked Luggage w/ Claim Request Interaction Type: Complaint Response Email: END RECORD
CONTACT RECORD
EID: 32157 Contact Type: Normal/General Contact Date: Mar 29 2011 11:31AM Medium: Inbound Call Contact Status: Closed Incident Date: Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: refused Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: refused Subject: complaint Body: Caller returned from Cleveland Oh, with NOI was in baggage, also had a bottle of vinagar that had been unwrapped did not break. Caller said the bottle should have been re-wrapped.. In Oklahoma City, at OKC Caller said as they passed through the secure area of the airport and exited the flight the TSA officer was on a stool and seemed to be asleep. Caller did not give times or dates, only last time she flew. Unable to send to CSM due to no flight info or dates and times provided. Agent Notes: previous EID 32126, system errors.. Unable to send to CSM due to no flight info or dates and times provided. Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Mar 29 2011 11:37AM Opening Agent: (b) (6) Opened Date: 3/29/2011 11:36:45 AM Linked Event IDs: Responses: Response Template Name: General Complaint & Falling Short of Standard Response Airport: OKC Airline: Subject Category: Screener Inattentive to Duties - Lax Security Interaction Type: Complaint -- Security Response Template Name: Screeners Standing Around Response Airport: CLE Airline: Subject Category: Screener Inattentive to Duties - Lax Security Interaction Type: Complaint -- Security Response Email: END RECORD
CONTACT RECORD
EID: 323732 Contact Type: Normal/General Contact Date: Jan 18 2012 2:23PM Medium: Email Contact Status: Closed Incident Date: Jan 17 2012 12:00AM Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Not Provided Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: (b) (6) Subject: TSA Contact Us: Complaints Body: THIS GENERATED EMAIL HAS BEEN SENT FROM http://www.tsa.gov/contact/index.shtm -----------------------------------------------------------------------------------------------------------Remote Client IP: (b) (6) Date Time: 1/18/2012 2:22:06 PM ------------------------------------------------------------------------------------------------------------
(b) (6)
Name: Email: Complaints:Disarrayed Items in Checked or Carry-on Baggage Flight Info (If applicable. Enter Flight#/Airline/Terminal/Airport/Gate/Etc):Will Rogers World Airport, OKC, OK Comments:I am a frequent traveler for business. I passed through security at OKC yesterday. When I arrived at my destination and got my checked bag, one of the zippered compartments on the outside of the bag was completely open. Another two zippers were less than halfway closed. I do not think that anything was missing, but my valuables could have easily fallen out after TSA was done rummaging around in my bag. This is not the first time. Several times over the past year, one or more zippers on my checked bag were partially open. This time one was completely open and two others partially open. If your people are going to root through my bag (which seems to happen every time I travel), they shouldn't be in such a hurry that they leave the bag open to spill somewhere between OKC and my destination. I have had a pocketknife in my checked bag disappear, several years ago, from a bag left partially unzipped after TSA people were digging around in it, coming back from OMA. *Once* is too many times already. Agent Notes: Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Jan 18 2012 4:13PM Opening Agent: (b) (6) Opened Date: 1/18/2012 4:05:42 PM Linked Event IDs: Responses: Response Template Name: TCC All Baggage Must be Screened Airport: OKC Airline: Subject Category: Screening - Procedures/Process Interaction Type: Complaint
(b) (6)
Response Email: From: (TSA Contact Center DO NOT REPLY) [email protected] To: (b) (6) Subject: In Response to your inquiry. Body: Thank you for your e-mail regarding baggage screening. The Aviation and Transportation Security Act (ATSA) established the Transportation Security Administration (TSA) and mandated deadlines for enhanced security measures. Enhanced security measures require that all checked baggage undergo at least one form of screening. Depending on the available screening equipment at your departure airport, checked baggage may need to be opened for hand inspection to clear an alarm. Transportation Security Officers (TSOs) receive training in the procedures to properly inspect passenger bags. TSOs are required to exercise great care during the screening process so that when bags are opened a passenger’s belongings are returned in the same condition they were found. Please note that TSA assumes a very limited role with respect to checked baggage handling. We are only responsible for checked baggage from the time it is presented for screening until the time it has been cleared after screening. Once checked baggage has been screened and cleared, airlines are responsible for transporting it to its final destination. As a result, the amount of time checked baggage is under TSA control is relatively short. TSA encourages travelers to pack valuables, including jewelry, electronics, money, and fragile items in their carry-on baggage and not in their checked baggage. Passengers are allowed one carry-on in addition to one personal item, such as a laptop computer, purse, small backpack, briefcase, or camera case. This information, along with additional travel tips, is found on the TSA Web site at www.tsa.gov.
We hope this information is helpful. TSA Contact Center END RECORD
CONTACT RECORD
EID: 326769 Contact Type: Fulfillment Contact Date: Jan 22 2012 9:25PM Medium: Email Contact Status: Closed Incident Date: Jan 22 2012 12:00AM Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: (b) (6) Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: (b) (6) Contact Address 2: Contact City: (b) (6) Contact State: (b) (6) Contact Zip: (b) (6) Contact Country: Contact Phone: (b) (6) Contact Fax: (b) (6) Fulfillment Sent: Jan 23 2012 1:59PM Mail Return Date: Contact Email: (b) (6) Subject: Unprofessional baggage inspection - OKC Body: As a very frequent traveler and who is registered in the GOES system with CBP, I know the value of keeping our everyday travelers secure and safe. I have resided in the Middle East for many years and frequently travel 100’s of thousands of miles annually, so my knowledge transcends most passengers. My domicile is Oklahoma City.
On 22 January 2012, I took an American flight from OKC to DFW with on carriage to SFO. Upon arriving in my SFO hotel, I opened my checked baggage to find an absolute mess. My carefully stowed and folded items were thrown careless back into the bag in a heap. It was as if the bag was rifled by a thief. A notice of inspection was placed within the baggage, and I should have that officer come to my hotel and have to re-iron all the clothes they so carelessly inspected. One pair of trousers has grease on the leg, which tells me they dropped them in the inspection process. All items in this bag were easily inspected and nothing warranted removing anything.
As a former enforcement official and one who advises clients daily on the safety of hazardous materials and penalties for noncompliance, I find this type of activity by the officer(s) who inspected the checked baggage to be unprofessional and unacceptable. While many passengers complain about the indignities of security screening, I know they are necessary in today’s world and accept the process as part of conducting my business. Travel is a big part of what I do and flying has become a burden. Generally, I am on 6-10 flights a week. That said, I still expect TSA officers to conduct themselves professionally (which the majority do) and to respect one’s personal property. As they conduct their screening responsibilities with me, I give them the respect and courtesy they deserve.
I realize what the rules are and I follow them to the letter. I expect TSA personnel to do the same. I do expect a written reply and a formal apology.
(b) (6)
(b) (6)
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(b) (6)
Agent Notes: Sent to CSM at BRW for review 1-23-12 (b) Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Jan 23 2012 2:25PM Opening Agent: (b) (6) Opened Date: 1/23/2012 1:12:20 PM Linked Event IDs:
(6)
Responses: Response Template Name: Missing and Damaged Items in Checked Bags - NOI Included and Claim Info Airport: OKC Airline: American Airlines Subject Category: Mishandling of Passenger Property - Damaged/Missing Items--Checked Luggage w/ Claim Request Interaction Type: Complaint Response Email: From: (TSA Contact Center DO NOT REPLY) [email protected] To:(b) (6) Subject: In Response to your inquiry. Body: Thank you for your e-mail regarding missing and or damaged items from your checked baggage. The Transportation Security Administration (TSA) is required by law to screen all property, including checked baggage that is loaded onboard commercial passenger aircraft. To ensure the security of the traveling public, it is sometimes necessary for Transportation Security Officers (TSOs) to conduct hand inspections of checked bags. TSOs receive training in the procedures to properly inspect passenger bags and are required to exercise great care during the screening process so that when bags are opened a passenger’s belongings are returned to the same condition they were found. We regret that you were unsatisfied with the manner in which your bags were handled.
If a TSO needs to open and search a checked bag, the TSO will place a Notice of Inspection (NOI) inside the bag to alert the passenger that his or her bag was searched by TSA. Additionally, the NOI contains instructions on what to do if the passenger has a complaint. You may wish to file a claim for missing and or damaged items by completing a Standard Form 95 (claim form). A claim form will be sent to you within 24 hours of this response. Claim forms are also available on our Web site at www.tsa.gov. If you decide to file a claim, it will be processed in accordance with the Federal Tort Claims Act. Please note that TSA assumes a very limited role with respect to checked baggage handling. We are only responsible for checked baggage from the time it is presented for screening until the time it has been cleared of screening. Once checked baggage has been screened and cleared, airlines are responsible for transporting it to its final destination. As a result, the amount of time checked baggage is under TSA control is relatively short. Because the complaint concerns security screening at a specific airport, we have forwarded a copy of this e-mail to the Customer Service Manager (CSM) at that location. TSA encourages travelers to pack valuables including jewelry, electronics, money, and fragile items in their carry-on baggage and not in their checked baggage. Passengers are allowed one carry-on in addition to one personal item, such as a laptop computer, purse, small backpack, briefcase, or camera case. This information, along with additional travel tips, is found on the TSA Web site.
We hope this information is helpful. TSA Contact Center END RECORD
CONTACT RECORD
EID: 330377 Contact Type: Normal/General Contact Date: Jan 25 2012 9:28AM Medium: Email Contact Status: Closed Incident Date: Jan 20 2012 12:00AM (b) (6) Contact Prefix: (b) (6) Contact First Name: Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Not provided Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: (b) (6) Subject: TSA Contact Us: Compliments or Suggestions Body: THIS GENERATED EMAIL HAS BEEN SENT FROM http://www.tsa.gov/contact/index.shtm -----------------------------------------------------------------------------------------------------------Remote Client IP: (b) (6) Date Time: 1/25/2012 9:28:11 AM ------------------------------------------------------------------------------------------------------------
Subject:Courteous/Professional Treatment - Report Outstanding Service Name: Email: Comments:I traveled thru the Oklahoma City airport on 20Jan2012,and it would be nice if the tsa employee that I handed my I.D and boarding pass to ,could have acknowledged me when i said good morning to her,but I guess she was too busy writing a novel in red ink all over my boarding pass. then I put everything in the bin to pass through the metal detector,when a bell rang,and I was sent to a sided roped area where the male tsa employee yelled,female pat down several times. I offered to go thru the detector again ,however the guy said oh you have been randomly selected for a pat down.. so I waited about 5 to 7 mins,lucky I had time before my flight boarded..then as I waited for the patdown, the female tsa employee ,asked which bin was mine,and took a swab object and swiped my purse inside and out ,checked it and told me to have a nice day... so where was the pat down ,I asked.... I really think my skin color had a lot to do with it... I work for the airlines so I hear how they single out people and call it random... TSA needs to be the men and women in the military that come back from overseas that have lost their jobs while fighting for our country and that could be more professional and take pride in their attire.... this is my suggestion Agent Notes: Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Jan 25 2012 10:21AM Opening Agent: (b) (6) Opened Date: 1/25/2012 10:11:27 AM Linked Event IDs:
(b) (6)
Responses: Response Template Name: General Complaint Response Airport: OKC Airline: Subject Category: Customer Service - TSO Interaction Type: Complaint Response Email: From: (TSA Contact Center DO NOT REPLY) [email protected] To: (b) (6)
Subject: In Response to your inquiry. Body: Thank you for your e-mail regarding your recent screening experience. The Transportation Security Administration (TSA) seeks to provide the highest level of security and customer service to those who pass through our screening checkpoints. Our policies and procedures focus on ensuring that all passengers, regardless of their personal situations and needs, are treated with dignity, respect, and courtesy. Every person and item must be screened before entering each secured area, and the manner in which the screening is conducted is important. All Transportation Security Officers (TSOs) are required to be courteous and respectful and are trained to explain what they are doing and what will happen next in the process. We regret that you found your experience to be less than satisfactory. TSA monitors the number and nature of complaints we receive to track trends and spot areas of concern that may require special attention. This ongoing process will enable us to ensure prompt, corrective action whenever we determine that security screening policies need modification or specific employees or screener teams are the subject of repeated complaints.
We hope this information is helpful. TSA Contact Center END RECORD
CONTACT RECORD
EID: 331447 Contact Type: Normal/General Contact Date: Jan 25 2012 7:07PM Medium: Inbound Call Contact Status: Closed Incident Date: Jan 25 2012 12:10PM Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Refused Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: (b) (6) Subject: Dirty Clothes Body: Caller flew out of OKC to Memphis today. She has an NOI. She has two pairs of pants with dust and grass on them, a blouse had dust all over it and the clothes were just tossed in. She had a stack of books that were also gone through. She does not want to file a claim because she is just going to have to hand wash her clothes. She wanted to make sure someone knew what had happened. She thought the TSO should have been more respectful of her property. Airport: OKC Airline: Delta Date and Time: Jan 25th at 12:10pm (Flight Time) Location: Gate 22 Baggage claim number: 6006 DL 307440 I apologized to the caller and let her know I would send this to the CSM for review. Agent Notes: Sent to the CSM at Will Rogers by (b) (6) on January 25, 2012. Follow Up: This was reviewed through our camera system showing the top layer of contents being removed and placed on clean stainless steel table for secondary screening. Bag was repacked, no items fell onto the floor, and placed onto the bag belt for loading at 11:48.
(b) (6)
TSA SHM/CSQIM/ICMS Coordinator Will Rogers World Airport -OKC Lawton/Ft. Sill Regional Airport - LAW Office: 405-702 (b) (6) Cell: (b) (6) "Security can only be achieved through constant change, through discarding old ideas that have outlived their usefullness and adapting others to current facts." - William O. Douglas Questions and Comments? Visit: TSA.gov, Evolution of Security Blog, Got Feedback?
-----Original Message----From: [email protected] [mailto:[email protected]] Sent: Wednesday, January 25, 2012 7:05 PM To: (b) (6) Subject: The following event #331447 should be reviewed. The customers information has been attached to this email. If the file is password-protected, then please use the CSM password (located on the OSO Trusted Source Site) to open the file.
NOTICE: This communication, along with any attachments, is covered by Federal and State law governing electronic communications and may contain confidential and legally privileged information. If the reader of this message is not the intended recipient, you are hereby notified that any dissemination, distribution, use or copying of this message is strictly prohibited. If you have received this in error, please reply immediately to the sender and delete this message. NOTICE: The information contained in this message and any attachments is privileged and confidential and therefore protected from disclosure. If the reader of this message is not the intended recipient, or an employee or agent who is responsible for delivering this message to the intended recipient, you are hereby notified that any dissemination, distribution or copying of this communication is strictly prohibited. Senture does not accept liability for changes to this message after it was sent. The views expressed in this e-mail do not necessarily reflect the views of the company. If you have received this communication in error, please notify the sender immediately by replying via e-mail to this message and deleting this information from your computer.
To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Jan 31 2012 6:46PM Opening Agent: (b) (6) Opened Date: 1/25/2012 7:07:21 PM Linked Event IDs: Responses: Response Template Name: General Complaint and Falling Short of Standards Airport: OKC Airline: Delta Subject Category: Mishandling of Passenger Property - Damaged/Missing Items--Checked Luggage w/out Claim Request Interaction Type: Complaint Response Email: END RECORD
CONTACT RECORD
EID: 337304 Contact Type: Normal/General Contact Date: Jan 31 2012 5:41PM Medium: Inbound Call Contact Status: Closed Incident Date: Jan 31 2012 12:00AM Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Missing Shoes Body: The caller flew from OKC this morning and boarded a connecting flight DEN around 10:30am. The caller said when she reached her final destination she was missing a $200 pair of shoes from her checked baggage. The caller said she called and spoke with the CSM at OKC and was advised that all security tapes were reviewed and her bag was never hand inspected by TSA. The caller said her luggage did not contain an NOI. She wanted to know what she could do next. Advised caller that her bag would only be screened once during her flight and that it would take place at her departing airport. Explained that if a TSO needs to open and search a checked bag, the TSO will place a Notice of Inspection (NOI) inside the bag to alert the passenger that his or her bag was searched by TSA. Additionally, the NOI contains instructions on what to do if the passenger has a complaint. The lack of an NOI suggests that TSA might have never physically opened a passenger’s luggage. Advised caller to contact her airline to file a complaint or claim since her luggage did not have an NOI and since TSA was able to confirm that her bag was never hand inspected.
Agent Notes: Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Jan 31 2012 5:50PM Opening Agent (b) (6) Opened Date: 1/31/2012 5:42:01 PM Linked Event IDs: Responses: Response Template Name: Missing and Damaged Items in Checked Luggage NOI Not Included Airport: OKC Airline: Subject Category: Mishandling of Passenger Property - Damaged/Missing Items--Checked Luggage w/out Claim Request Interaction Type: Complaint Response Email: END RECORD
CONTACT RECORD
EID: 339560 Contact Type: Fulfillment Contact Date: Feb 2 2012 12:43PM Medium: Email Contact Status: Closed Incident Date: Jan 15 2012 1:46PM Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Not Provided Contact Fax: Fulfillment Sent: Feb 2 2012 2:56PM Mail Return Date: Contact Email: (b) (6) Subject: TSA Contact Us: Complaints Body: THIS GENERATED EMAIL HAS BEEN SENT FROM http://www.tsa.gov/contact/index.shtm -----------------------------------------------------------------------------------------------------------Remote Client IP: (b) (6) Date Time: 2/2/2012 12:43:43 PM ------------------------------------------------------------------------------------------------------------
Name: (b) (6) Email: (b) (6) Complaints:Damaged or Missing items in Checked or Carry-on Baggage Flight Info (If applicable. Enter Flight#/Airline/Terminal/Airport/Gate/Etc):Flight#: UA3337 Airline: UNITED EXPRESS Airport: Will Rogers World Airport Comments:Dear Sir/Madam, My golden jewelry was lost/stolen from my checked baggage on my way from Will Rogers World Airport to Kiev Borispol Airport on January 15th/16th 2012. I took Flight# UA3337 on Jan 15th, 2012 from Will Rogers World Apt, Oklahoma City to Chicago OHare International Apt to make a transfer in Chicago for Flight# LX9 (SWISS airlines). I headed to Kiev Borispol Apt, Ukraine. When I opened my checked baggage after I picked it up on late January 16th in Kiev Borispol Apt, I noticed that the bag was opened by someone. I found there a notice left by Transportation Security Administration that my baggage was inspected at Will Rogers World Apt. I still keep it. There is a stamp on it: "OKC 15JAN12 13:46 15". But my bag WAS MISSING my golden earrings, golden necklace and golden pendant with Merry and Jesus on it. All three items were family jewelry presented by my parents. My friend in the USA called the number I found on the Notice (18662899673) the very next day to notify about the loss. He called from the number (b) (6) and left a voice message. As soon as I got a chance after my return to the USA, I called TSA and left a voice message (it was today, on February 2nd 2012). I really want all three of my jewelry back! Please, help me to find it!!!! I am looking forward for your soon respond. Regards,
(b) (6)
My date of Birth: (b) (6) Agent Notes: Sent to CSM at OKC for review 2-2-12 mnelson Follow Up: I investigated this allegation on our CCTV. It indicated that: We opened a small burgundy bag that alarmed at the United screening area at 1:37:18. The TSO removed a white plastic grocery bag containing 5 jars of peanut butter, screening them (this type of food item frequently false alarms). Upon clearance he replaced the jars in the plastic bag, placing the bag into the small burgundy bag. He place a NOI into the bag, closed and placed it on the bag belt at 1:40:57. He did not remove any additional items, including jewelry, from the bag. I have e-mailed the passenger, recommending she look at her departure area.
Sincerely,
(b) (6)
TSA SHM/CSQIM/ICMS Coordinator Will Rogers World Airport -OKC Lawton/Ft. Sill Regional Airport - LAW Office: 405-702 (b) (6) Cell: (b) (6) "A subtle thought in error may yet give rise to fruitful inquiry that can establish truths of great value." - Isaac Asimov Questions and Comments? Visit: TSA.gov, Evolution of Security Blog, Got Feedback?
-----Original Message----From: [email protected] [mailto:[email protected]] Sent: Thursday, February 02, 2012 2:10 PM To: (b) (6) Subject: The following event #339560 should be reviewed. The customers information has been attached to this email. If the file is password-protected, then please use the CSM password (located on the OSO Trusted Source Site) to open the file. NOTICE: This communication, along with any attachments, is covered by Federal and State law governing electronic communications and may contain confidential and legally privileged information. If the reader of this message is not the intended recipient, you are hereby notified that any dissemination, distribution, use or copying of this message is strictly prohibited. If you have received this in error, please reply immediately to the sender and delete this message. NOTICE: The information contained in this message and any attachments is privileged and confidential and therefore protected from disclosure. If the reader of this message is not the intended recipient, or an employee or agent who is responsible for delivering this message to the intended recipient, you are hereby notified that any dissemination, distribution or copying of this communication is strictly prohibited. Senture does not accept liability for changes to this message after it was sent. The views expressed in this e-mail do not necessarily reflect the views of the company. If you have received this communication in error, please notify the sender immediately by replying via e-mail to this message and deleting this information from your computer.
To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Feb 4 2012 10:38AM Opening Agent: (b) (6) Opened Date: 2/2/2012 2:22:41 PM Linked Event IDs: Responses: Response Template Name: Lost Found Unattended Baggage in Airports Airport: OKC Airline: United Airlines Subject Category: Mishandling of Passenger Property - Damaged/Missing Items--Checked Luggage w/ Claim Request Interaction Type: Complaint Response Template Name: Missing and Damaged Items in Checked Bags - NOI Included and Claim Info Airport: OKC Airline: United Airlines Subject Category: Mishandling of Passenger Property - Damaged/Missing Items--Checked Luggage w/ Claim Request Interaction Type: Complaint Response Email: From: (TSA Contact Center DO NOT REPLY) [email protected] To:(b) (6) Subject: In Response to your inquiry. Body:
Thank you for your email regarding the retrieval of lost items. The Transportation Security Administration (TSA) develops requirements and policies for the security of our Nation’s transportation systems. Some of these requirements are met by airports, air carriers, railroads, port authorities, and other transportation system entities. At most airports across the country, TSA has procedures in place for handling lost and found. Items found at screening checkpoints and areas where TSA performs baggage screening are turned in to the appropriate, designated airport authorities. We suggest travelers contact the airport where their items were misplaced or lost. Travelers may access an airport’s lost and found point-of-contact in the “For Travelers” section of our Web site (www.tsa.gov) or through the following link, http: www.tsa.gov travelers customer editorial_1693.shtm.
The Transportation Security Administration (TSA) is required by law to screen all property, including checked baggage that is loaded onboard commercial passenger aircraft. To ensure the security of the traveling public, it is sometimes necessary for Transportation Security Officers (TSOs) to conduct hand inspections of checked bags. TSOs receive training in the procedures to properly inspect passenger bags and are required to exercise great care during the screening process so that when bags are opened a passenger’s belongings are returned to the same condition they were found. We regret that you were unsatisfied with the manner in which your bags were handled. If a TSO needs to open and search a checked bag, the TSO will place a Notice of Inspection (NOI) inside the bag to alert the passenger that his or her bag was searched by TSA. Additionally, the NOI contains instructions on what to do if the passenger has a complaint. You may wish to file a claim for missing and or damaged items by completing a Standard Form 95 (claim form). A claim form will be sent to you within 24 hours of this response. Claim forms are also available on our Web site at www.tsa.gov. If you decide to file a claim, it will be processed in accordance with the Federal Tort Claims Act. Please note that TSA assumes a very limited role with respect to checked baggage handling. We are only responsible for checked baggage from the time it is presented for screening until the time it has been cleared of screening. Once checked baggage has been screened and cleared, airlines are responsible for transporting it to its final destination. As a result, the amount of time checked baggage is under TSA control is relatively short. Because the complaint concerns security screening at a specific airport, we have forwarded a copy of this e-mail to the Customer Service Manager (CSM) at that location. TSA encourages travelers to pack valuables including jewelry, electronics, money, and fragile items in their carry-on baggage and not in their checked baggage. Passengers are allowed one carry-on in addition to one personal item, such as a laptop computer, purse, small backpack, briefcase, or camera case. This information, along with additional travel tips, is found on the TSA Web site.
We hope this information is helpful. TSA Contact Center END RECORD
CONTACT RECORD
EID: 362355 Contact Type: Fulfillment Contact Date: Feb 22 2012 7:56PM Medium: Email Contact Status: Closed Incident Date: Feb 16 2012 12:00AM Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: (b) (6) Subject: Missing items from luggage Body: I flew to Denver from OKC on February 16, flight 2050, confirmation IIK2WE, on Southwest airlines. Upon arriving in Denver, I was not able to find my camera or phone charger. I did not report it that day because I wanted to make sure that I had not left them at home. When I arrived home, I searched my house and they were not there either.
(b) (6)
What steps do I need to take to get these items replaced? I have the Notice of Baggage Inspection, but there is no stamp or name on it for when it was inspected on the 16th. Thanks for your help.
(b) (6)
Agent Notes: Sent to CSM at OKC for review 2-23-12 (b) Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Feb 23 2012 2:37PM Opening Agent: (b) (6) Opened Date: 2/23/2012 9:01:25 AM Linked Event IDs:
(b) (6)
(6)
Responses: Response Template Name: Missing and Damaged Items in Checked Bags - NOI Included and Claim Info Airport: OKC Airline: Southwest Airlines Subject Category: Mishandling of Passenger Property - Damaged/Missing Items--Checked Luggage w/ Claim Request Interaction Type: Complaint Response Email: From: (TSA Contact Center DO NOT REPLY) [email protected] To: (b) (6) Subject: In Response to your inquiry. Body: Thank you for your e-mail regarding missing and or damaged items from your checked baggage. The Transportation Security Administration (TSA) is required by law to screen all property, including checked baggage that is loaded onboard commercial passenger aircraft. To ensure the security of the traveling public, it is sometimes necessary for Transportation Security Officers (TSOs) to conduct hand inspections of checked bags. TSOs receive training in the procedures to properly inspect passenger bags and are required to exercise great care during the screening process so that when bags are opened a passenger’s belongings are returned to the same condition they were found. We regret that you were unsatisfied with the manner in which your bags
were handled. If a TSO needs to open and search a checked bag, the TSO will place a Notice of Inspection (NOI) inside the bag to alert the passenger that his or her bag was searched by TSA. Additionally, the NOI contains instructions on what to do if the passenger has a complaint. You may wish to file a claim for missing and or damaged items by completing a Standard Form 95 (claim form). A claim form will be sent to you within 24 hours of this response. Claim forms are also available on our Web site at www.tsa.gov. If you decide to file a claim, it will be processed in accordance with the Federal Tort Claims Act. Please note that TSA assumes a very limited role with respect to checked baggage handling. We are only responsible for checked baggage from the time it is presented for screening until the time it has been cleared of screening. Once checked baggage has been screened and cleared, airlines are responsible for transporting it to its final destination. As a result, the amount of time checked baggage is under TSA control is relatively short. Because the complaint concerns security screening at a specific airport, we have forwarded a copy of this e-mail to the Customer Service Manager (CSM) at that location. TSA encourages travelers to pack valuables including jewelry, electronics, money, and fragile items in their carry-on baggage and not in their checked baggage. Passengers are allowed one carry-on in addition to one personal item, such as a laptop computer, purse, small backpack, briefcase, or camera case. This information, along with additional travel tips, is found on the TSA Web site.
We hope this information is helpful. TSA Contact Center EID: 362355 Contact Type: Fulfillment Contact Date: Feb 22 2012 7:56PM Medium: Email Contact Status: Closed Incident Date: Feb 16 2012 12:00AM Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Feb 23 2012 2:59PM Mail Return Date: Contact Email: (b) (6) Subject: Missing items from luggage Body: I flew to Denver from OKC on February 16, flight 2050, confirmation IIK2WE, on Southwest airlines. Upon arriving in Denver, I was not able to find my camera or phone charger. I did not report it that day because I wanted to make sure that I had not left them at home. When I arrived home, I searched my house and they were not there either.
(b) (6)
(b) (6)
What steps do I need to take to get these items replaced? I have the Notice of Baggage Inspection, but there is no stamp or name on it for when it was inspected on the 16th. Thanks for your help. Karen Proctor 405-659-6696 Agent Notes: Sent to CSM at OKC for review 2-23-12 Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Feb 23 2012 2:37PM
(b) (6)
Opening Agent: (b) (6) Opened Date: 2/23/2012 9:01:25 AM Linked Event IDs: Responses: Response Template Name: Missing and Damaged Items in Checked Bags - NOI Included and Claim Info Airport: OKC Airline: Southwest Airlines Subject Category: Mishandling of Passenger Property - Damaged/Missing Items--Checked Luggage w/ Claim Request Interaction Type: Complaint Response Email: From: (TSA Contact Center DO NOT REPLY) [email protected] To:(b) (6) Subject: In Response to your inquiry. Body: Thank you for your e-mail regarding missing and or damaged items from your checked baggage. The Transportation Security Administration (TSA) is required by law to screen all property, including checked baggage that is loaded onboard commercial passenger aircraft. To ensure the security of the traveling public, it is sometimes necessary for Transportation Security Officers (TSOs) to conduct hand inspections of checked bags. TSOs receive training in the procedures to properly inspect passenger bags and are required to exercise great care during the screening process so that when bags are opened a passenger’s belongings are returned to the same condition they were found. We regret that you were unsatisfied with the manner in which your bags were handled. If a TSO needs to open and search a checked bag, the TSO will place a Notice of Inspection (NOI) inside the bag to alert the passenger that his or her bag was searched by TSA. Additionally, the NOI contains instructions on what to do if the passenger has a complaint. You may wish to file a claim for missing and or damaged items by completing a Standard Form 95 (claim form). A claim form will be sent to you within 24 hours of this response. Claim forms are also available on our Web site at www.tsa.gov. If you decide to file a claim, it will be processed in accordance with the Federal Tort Claims Act. Please note that TSA assumes a very limited role with respect to checked baggage handling. We are only responsible for checked baggage from the time it is presented for screening until the time it has been cleared of screening. Once checked baggage has been screened and cleared, airlines are responsible for transporting it to its final destination. As a result, the amount of time checked baggage is under TSA control is relatively short. Because the complaint concerns security screening at a specific airport, we have forwarded a copy of this e-mail to the Customer Service Manager (CSM) at that location. TSA encourages travelers to pack valuables including jewelry, electronics, money, and fragile items in their carry-on baggage and not in their checked baggage. Passengers are allowed one carry-on in addition to one personal item, such as a laptop computer, purse, small backpack, briefcase, or camera case. This information, along with additional travel tips, is found on the TSA Web site.
We hope this information is helpful. TSA Contact Center END RECORD
CONTACT RECORD
EID: 369350 Contact Type: Normal/General Contact Date: Feb 29 2012 10:32AM Medium: Inbound Call Contact Status: Closed Incident Date: Feb 29 2012 5:30AM Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: (b) (6) Subject: Complaint Body: (b) (6) called to make a complaint. The incident happened at 5:30 am Central Time at Will Rogers Airport in Oklahoma City, OK. (b) (6) was flying on American Airlines. (b) (6) stated her carry-on bag was pulled for additional screening. One of her items was more than 3.4 ounces. The TSO opened her bag with her toiletries. He removed her face wash and told her that he would have to keep her face wash. She stated the TSO was very abrasive and rude. She said she told him the face wash was very expensive. (b) (6) stated the TSO violently threw her face wash into the garbage. She did not get the name of the TSO but she describes him as being in his late 20s, caucasion male, blonde hair, small to medium build, working the 2nd screening lane at 5:30 am central time. She stated she felt it was unacceptable that the TSO asked her if her face wash was more important than her life. (b) (6) stated she is a licensed attorney in Oklahoma and she feels this type of retoric is unnecessary. The TSO gave her the option of leaving security to put the item in her checked bag, take it to her car or give it to a friend. (b) (6) stated she was very polite and sweet and she feels his words are unacceptable. She again stated he violently threw the face wash in the garbage and turned his back and walked away. He said his job was to try to protect the public. She feels the words he used to her were unacceptable and very offensive. (b) (6) said she did not have time to put the item in her checked bag or take it back to her car because her plane was about to leave. TSA monitors the number and nature of complaints we receive to track trends and spot areas of concern that may require special attention. This ongoing process enables us to ensure prompt, corrective action whenever we determine that security-screening policies need modification or specific employees or screener teams are the subjects of repeated complaints. Agent Notes: Sent to CSM at OKC for review 2-29-12 Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Feb 29 2012 1:18PM Opening Agent: (b) (6) Opened Date: 2/29/2012 10:32:07 AM Linked Event IDs: Responses: Response Template Name: Screener Rudeness Airport: OKC Airline: American Airlines Subject Category: Customer Service - TSO Interaction Type: Complaint Response Email: END RECORD
(b) (6)
CONTACT RECORD
EID: 374393 Contact Type: Fulfillment Contact Date: Mar 5 2012 11:54AM Medium: Inbound Call Contact Status: Closed Incident Date: Feb 29 2012 4:00PM Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: (b) (6) (b) (6) Contact State: Contact Zip: (b) (6) Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mar 5 2012 2:10PM Mail Return Date: Contact Email: Subject: Missing Item Body: Caller went through his luggage. He got a NOI. There is a massager missing from his suitcase.
(b) (6)
Information: Airport- Oklahoma City Airline- Southwest Flight #- 1130 Date and time- 2 29 12, he checked the bag around 4:15 P.M. Location- Gate 14 Apologized to the caller and told him that we could send him a claim form and that we would track the complaint. Once the Claims Management Office (CMO) has received your claim form, you will be sent a letter of acknowledgement and a claim number. You should keep the claim number for future reference when inquiring about your claim. TSA will try to resolve claims as quickly as possible but may need time for further investigation of the facts. If TSA denies your claim, or has not finally resolved it within 6 months after you have filed it, you may have a right to bring your claim to court.
Agent Notes: USPS verified the address with a street not an Avenue. JH 3-5-12 Follow Up: To TSOC Date: From TSOC Date: Last Updated By: Last Update Date: Mar 5 2012 1:11PM Opening Agent: (b) (6) Opened Date: 3/5/2012 11:54:55 AM Linked Event IDs:
(b) (6)
Responses: Response Template Name: TCC Complaint—General Complaint w Claims Airport: OKC Airline: Southwest Airlines Subject Category: Mishandling of Passenger Property - Damaged/Missing Items--Checked Luggage w/ Claim Request Interaction Type: Complaint Response Email: END RECORD
CONTACT RECORD
EID: 381705 Contact Type: Normal/General Contact Date: Mar 9 2012 4:34PM Medium: Inbound Call Contact Status: Closed Incident Date: Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Security Issue Body: Caller works for a contractor for TTK at Will Rogers Airport and has a gate pass and is having issues with his company letting anyone that comes to the gate in without being checked. Caller stated that he had to get a badge to be able to get inside the gate and now his company is making him let people in without checking their ID. CSS Caller wants to remain annonymous and say s no one is showing id to get in the airport, alot of hispanics in pickups that dont have verification with the airport are getting in without showing their id badge.. is a gate checker at the only gate, he was told by the main boss not to have them show an id. (b) (6) Caller said if this is mentioned without it being a random inspection they will know it was him that said something and he will lose his job. Agent Notes: CSS (b) (6) 3-9-12: I called TSOC at 4:47pm spoke with (b) (6) I explained people were supposedly being let in unescorted, he advised to send to the CSM for review for now. Note caller wants to stay annonymous. Supervisor
(b) (6) sending the record to the (b) (6)
to review. 03 09 2012
Spoke with (b) (6) she is having TSOC to review and handle. 03/12/2012 Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Mar 12 2012 4:15PM Opening Agent: (b) (6) Opened Date: 3/9/2012 4:34:56 PM Linked Event IDs: Responses: Response Template Name: FWD to Appropriate Office Response Airport: OKC Airline: Subject Category: Customer Service - Others Interaction Type: Complaint Response Email: END RECORD
CONTACT RECORD
EID: 388696 Contact Type: Normal/General Contact Date: Mar 15 2012 5:15PM Medium: Email Contact Status: Closed Incident Date: Mar 15 2012 12:00AM Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: (b) (6) Subject: TSA-Will Rogers Airport Body: To Whom It May Concern: I am writing to relay my experience with a TSA employee at Will Rogers Airport in Oklahoma City, on 3/15/12. During the screening process, I was pulled aside for an extensive search of not only my belongings, but also my body. My jeans have decorative back pockets that set off an alert. I understand the need for extreme diligence to ensure safety for the flying public. However, the nasty attitude that I received from TSA employee, (b) (6) was not warranted, nor appreciated. She spoke to me in an extremely condescending manner, ordering me to the side, yelling at me "put your arms out and do not touch anything". Another employee took my $1700 purse to run it through the X-ray machine a second time, without telling me she was doing so, which meant that all of my money, jewelry & other possessions were being handled without me visibly being able to see what was happening. When I turned my head toward the machine, angrily yelled "turn around!"
(b) (6)
I am a professional woman, traveling for business. I did absolutely nothing wrong, however, was treated as though I was a terrorist. When my business partner came over to see what was happening, (b) (6) loudly said "DO NOT come in here and DO NOT touch anything!" When I asked for her name, (b) (6) asked "why?" I informed her that I was going to make a formal complaint. She became more agitated, which resulted in her supervisor yelling at her to "get back over there", as he handed me a TSA Customer Comment Card. This is not acceptable behavior. I do not believe that the TSA would be proud of the way this employee treated a passenger. Regards,
(b) (6)
Sent from my iPhone Agent Notes: Sent to the CSM at Will Rogers for review and notification. Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Mar 15 2012 7:56PM Opening Agent: (b) (6) Opened Date: 3/15/2012 7:11:29 PM Linked Event IDs:
(b) (6)TCC Supervisor 3-15-12
Responses: Response Template Name: Screener Rudeness Airport: OKC Airline: Subject Category: Customer Service - TSO Interaction Type: Complaint Response Email: From: (TSA Contact Center DO NOT REPLY) [email protected] To: (b) (6) Subject: In Response to your inquiry. Body: Thank you for your e-mail regarding the rude behavior you experienced from a Transportation Security Officer (TSO). The Transportation Security Administration (TSA) regrets any unprofessional treatment you may have experienced. TSA seeks to provide a high level of security and customer service to all passengers who pass through our screening checkpoints. Every person and item must be screened before entering the secured area, and the way the screening is conducted is important. Our policies and procedures focus on ensuring that all passengers are treated with dignity, respect, and courtesy. Please be advised that a passenger can always request to speak with the Supervisory TSO or the Assistant Federal Security Director for Screening to address any complaint regarding screening procedures. Because your complaint concerns an incident that occurred at a specific airport we have forwarded a copy of your letter to the appropriate Customer Service Manager.
We hope this information is helpful. TSA Contact Center END RECORD
CONTACT RECORD
EID: 389252 Contact Type: Normal/General Contact Date: Mar 16 2012 11:03AM Medium: Inbound Call Contact Status: Closed Incident Date: Mar 14 2012 1:00PM Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: complaint at OKC Body: Caller is calling to file a complaint against a TSO working at OKC. She described the female TSO as mid 40s to late 50s with shorter dark hair that is graying with a stock build and stands approximately five feet six inches.Caller thinks her last name was (b) (6) She states the TSO was excessively rude to her and her ten-year old granddaughter, who is confined to a wheelchair. The TSO had the granddaughter in tears as the sceening procedure was being done. This occurred on March 14th at approximately 1:00-1:30 PM. She wants someone from the airport to contact her back and is very unhappy. Her and her grandaughter had went through screening several days prior at Love Field and was happy with the manner of the TSO conducting the screening. Caller reiterates several times she wants feedback from CSM at OKC. TSO (b) (6) also threatened to not allow the caller to board the flight as the caller intervened during the screening process to let the TSO that the child has previously been abused. Another female TSO with glasses was called in to complete the screening and the caller was satisfied with the manner of the screening and deemed it the saving grace of the incident. Resolution: Transportation Security Officers (TSOs) are trained on professional and courteous screening procedures to make the process run smoothly and to reduce inconvenience. We regret that you were not satisfied with the service you received. TSA monitors the number and nature of complaints we receive to track trends and spot areas of concern that may require special attention. This ongoing process enables us to ensure prompt, corrective action whenever we determine that security-screening policies need modification or specific employees or teams are the subjects of repeated complaints. Because the complaint concerns security screening at a specific airport, we have forwarded a copy of this e-mail to the Customer Service Manager (CSM) at that location.
Agent Notes: Sent to CSM at OKC for review 3-16-12 (b) Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Mar 16 2012 2:26PM Opening Agent: (b) (6) Opened Date: 3/16/2012 11:03:35 AM Linked Event IDs: Responses: Response Template Name: Screener Rudeness Airport: OKC Airline: Southwest Airlines Subject Category: Customer Service - TSO Interaction Type: Complaint
(6)
Response Email: END RECORD
CONTACT RECORD
EID: 389808 Contact Type: Normal/General Contact Date: Mar 16 2012 1:06PM Medium: Email Contact Status: Closed Incident Date: Mar 15 2012 6:30AM Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Not provided Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: (b) (6) Subject: TSA Contact Us: Complaints Body: THIS GENERATED EMAIL HAS BEEN SENT FROM http://www.tsa.gov/contact/index.shtm -----------------------------------------------------------------------------------------------------------Remote Client IP: (b) (6) Date Time: 3/16/2012 1:06:08 PM ------------------------------------------------------------------------------------------------------------
(b) (6)
Name: Email: Complaints:My Complaint is Not Listed Here Flight Info (If applicable. Enter Flight#/Airline/Terminal/Airport/Gate/Etc):Event occurred at the Oklahoma City screening check point near the United Airlines counters at about 6:30 am on March 15, 2012. Comments:Background: I'm employed by the Federal Aviation Administration and I frequently travel in support of the FAA mission. I routinely fly out of all 3 commercial airports in the Washington, DC area and fly into commercial airports, large and small, across the country. In flying throughout the US, I have passed through security screening where Advanced Imaging Technology (AIT) has been deployed. On all of those occasions prior to the March 15th event (described below), because I am displaying my FAA ID, I have always been told that I could use the metal detector screening in lieu of the Advanced Imaging device. This is the same screening air crews use. Problem: On the 15th, at the Oklahoma City airport, I was DENIED use of the metal detector and REQUIRED to either use the the Advanced Imaging device or undergo a pat-down (even though I asked to use the metal detector; and I asked for a supervisor and I was told the person I talked to was the station manager). In response to my explanation that other major airports allow for use of the metal detector in lieu of the AIT, I was told the practice at other airports was incorrect. While I was waiting for someone to pat me down, I observed a family with a dog being directed through the metal detector (not just one person with the dog, but the entire family). The absurdity of the situation was brilliant: I didn't need my FAA ID, which gets me into highly secure facilities like air traffic control facilities; I only need a little dog and then I'd be allowed to use the metal detector. A federal background check is never as reliable as a small, cute dog. To add to all of this, it was a very busy morning with extremely long security lines. While long security lines are not a consideration in screening, it makes sense to move through low risk individuals (e.g., air crews) quickly by using faster technology like metal detectors. Allowing a relatively low risk category individual (like an FAA employee) use the metal detector in lieu of the AIT seems very reasonable. In all of the TSA screening I have encountered, Oklahoma City is consistently the worse. I have had other problems with this facility in the past (i.e., for a time, only the Oklahoma City TSA screeners would not accept FAA picture ID, now they do). I don't know what is happening at this facility, but it is substandard by comparison to screening done at other airports. That is my measure. Other airports are reasonably consistent and use good judgment. Oklahoma City TSA screening does NOT measure up to the rest of TSA.
(b) (6)
Agent Notes: Sent to CSM at OKC for review 3-16-12 Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Mar 16 2012 5:42PM Opening Agent: (b) (6) Opened Date: 3/16/2012 3:28:45 PM Linked Event IDs:
(b) (6)
Responses: Response Template Name: Consistency at Airports Nationwide Airport: OKC Airline: Subject Category: Advanced Imaging Technology (AIT) - Flyer Interaction Type: Complaint Response Email: From: (TSA Contact Center DO NOT REPLY) [email protected] To: (b) (6) Subject: In Response to your inquiry. Body: Thank you for your email message regarding your concerns about the consistency of procedures at our Nation s airports. The Transportation Security Administration (TSA) has developed standard screening practices for all of our Nation s airports, and passengers can expect essentially the same procedures. While the procedures are the same everywhere, the interpretation of those procedures results in some slight variations from airport to airport and situation to situation. Additionally, some element of uncertainty and randomness in security operations is necessary to disrupt terrorist planning and attempted attacks. TSA works hard to achieve consistency in the security training process. We inspect screening operations at airports and continue to monitor the number and nature of complaints we receive from the traveling public to track trends and spot areas of concern that may require special attention. This ongoing process enables us to ensure prompt, corrective action whenever we determine that security screening policies need modification or specific employees are the subject of repeated complaints. Because your complaint concerns an incident that occurred at a specific airport, we have forwarded a copy of your letter to the Customer Service Manager at that location.
We hope this information was helpful. TSA Contact Center END RECORD
CONTACT RECORD
EID: 396397 Contact Type: Fulfillment Contact Date: Mar 22 2012 9:17AM Medium: Inbound Call Contact Status: Closed Incident Date: Mar 21 2012 11:00AM Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mar 22 2012 9:34AM Mail Return Date: Contact Email: (b) (6) Subject: Damaged Luggage. Body: Caller stated she flew from Oklahoma City Oklahoma to Altanta with a connecting flight to Atlanta. Caller stated the incident happened 03-21-2012@11:00am. Caller flew on Delta Airlines. Caller stated her luggage was inspected and her luggage was cut. Advised caller of the following: I apologized to the caller and advised caller would send claims forms via email address. Agent Notes: Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Mar 22 2012 9:23AM Opening Agent: (b) (6) Opened Date: 3/22/2012 9:17:46 AM Linked Event IDs: Responses: Response Template Name: Claim for Damaged or Missing Items--Generic Airport: OKC Airline: Delta Subject Category: Mishandling of Passenger Property - Damaged/Missing Items--Checked Luggage w/ Claim Request Interaction Type: Complaint Response Email: END RECORD
CONTACT RECORD
EID: 396541 Contact Type: Normal/General Contact Date: Mar 22 2012 9:13AM Medium: Email Contact Status: Closed Incident Date: Mar 15 2012 2:00PM Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: (b) (6) Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: (b) (6) Contact Address 2: Contact City: (b) (6) Contact State: (b) (6) Contact Zip: (b) (6) Contact Country: Contact Phone: Contact Fax: (b) (6) Fulfillment Sent: Mail Return Date: Contact Email: (b) (6) Subject: (b) (6) TSA s response to your concern Body: (b) (6)
(b) (6)
(b) (6)
(b) (6)
(b) (6)
What happened? After passing luggage through the scanner and while retrieving the items, another passenger saw the ziplock clear plastic bag that held my liquid containers. He asked me if ziplock bags could be used, when a TSA employee said that they were supposed to be quart sized containers, whence I replied, They're too small. The TSA employee responded You need to travel with less liquids. When is it the TSA's right to dictate how many items I need to travel?
When did this happen? March 15, 2012, approximately 2:00 pm.
Where did this happen? Will Rogers Airport
Who treated you unfairly? Don't know, but it was a TSA employee, male, maybe aged 45, near 6 feet tall. Dear (b)
(6)
Thank you for contacting the Transportation Security Administration’s (TSA’s) Office of Civil Rights and Liberties. Please be advised that, as your concern specifically regards an operational and/or professionalism issue, we are referring your attached correspondence to TSA’s Contact Center for appropriate handling ( HYPERLINK "mailto:[email protected]" [email protected]). You may wish to contact the airport directly by visiting TSA’s website at “Talk to TSA” (https://apps.tsa.dhs.gov/talktotsa/). We hope this is of
assistance. Sincerely,
(b) (6)
Senior Policy Advisor Office of Civil Rights & Liberties, Ombudsman and Traveler Engagement 571-227(b) (6) From: (b) (6) HYPERLINK "mailto: (b) (6) Sent: Friday, March 16, 2012 3:17 PM To: HYPERLINK "mailto:[email protected]" [email protected] Subject: Complaint form
Agent Notes: Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Mar 22 2012 11:09AM Opening Agent: (b) (6) Opened Date: 3/22/2012 10:33:27 AM Linked Event IDs: Responses: Response Template Name: TCC General 3-1-1 Inquiries Airport: OKC Airline: Subject Category: Prohibited & Permitted Items - Liquids/Gels/Aerosols Interaction Type: Complaint Response Email: From: (TSA Contact Center DO NOT REPLY) [email protected] To: (b) (6) Subject: In Response to your inquiry. Body: Thank you for your e-mail regarding traveling with liquids, gels, and aerosols (LGA) in your carry-on bag. In response to the threat to aviation posed by liquid explosives, Transportation Security Administration (TSA) policy allows passengers to carry travel-size toiletries in containers 3.4 ounces or smaller through screening checkpoints. All of the items must fit comfortably in one, quart-size, clear plastic, resealable bag (3-1-1 rule). At the screening checkpoint, each passenger is asked to remove his or her quart-size bag of liquids, gels, and aerosols, and place it on the conveyor belt. X-raying the items separately allows Transportation Security Officers (TSO) to more easily examine the declared items. After clearing security, passengers may take onboard any beverages and other items they purchase in the sterile boarding area beyond the security checkpoint. The 3-1-1 rule applies to all domestic and international flights departing U.S. airports. Passengers needing larger amounts of liquids, gels, and aerosols, such as toothpaste or shampoo, should place these items in their checked luggage. TSA does not limit the amount of liquids, gels, and aerosols that may be placed in checked baggage; however, we recommend that individuals contact their airlines to determine if there are restrictions for carrying certain items in checked luggage. Additionally, passengers traveling internationally should check with transportation security authorities in their country-of-origin for information about security regimes at airports outside the United States. Travel tips to make TSA screening hassle-free: •De-clutter your carry-on bag. This allows TSOs to have a clear, unobstructed x-ray image of your carry-on. •When possible, place liquids in checked baggage. Doing so will allow you to process through security faster. •Limit quantities of medical liquids, gels, and aerosols to what is needed for the duration of the flight. •If you must leave the sterile boarding area and re-enter through the screening checkpoint, items exceeding 3.4 ounces that are not medically exempt are prohibited. TSA’s 3-1-1 rule originates from the August 10, 2006, arrests in the United Kingdom of extremists who plotted to use liquid explosives to destroy multiple passenger aircraft flying from the United Kingdom to the United States. Since then, Government experts, including the FBI and our national laboratories, conducted extensive explosives testing to get a better understanding of this specific threat. Our policy
is intended to enhance security and balance human needs based on our understanding of the threat and security risks associated with liquids, aerosols, and gels. TSA encourages you to visit our Web site at www.tsa.gov for additional information about TSA. We continue to add new information and encourage you to check the website frequently for updated information.
We hope this information is helpful. TSA Contact Center END RECORD
CONTACT RECORD
EID: 396596 Contact Type: Normal/General Contact Date: Mar 22 2012 11:02AM Medium: Inbound Call Contact Status: Closed Incident Date: Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Complaint Body: Caller was traveling out of OKC and upon arrival at his destination found a NOI and has a Bible missing from his checked bag.
(b) (6)
Relayed the number for lost and found: Oklahoma City Will Rogers World Airport
(b) (6)
Agent Notes: Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Mar 22 2012 11:06AM Opening Agent: (b) (6) Opened Date: 3/22/2012 11:02:31 AM Linked Event IDs: Responses: Response Template Name: Lost Found Unattended Baggage in Airports Airport: OKC Airline: Subject Category: Mishandling of Passenger Property - Damaged/Missing Items--Checked Luggage w/out Claim Request Interaction Type: Complaint Response Email: END RECORD
CONTACT RECORD
EID: 397173 Contact Type: Normal/General Contact Date: Mar 22 2012 3:18PM Medium: Inbound Call Contact Status: Closed Incident Date: Mar 14 2012 1:00PM Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Procedure Complaint Body: Caller called in a complaint on OKC on the 16th and he said that (b) over the phone. He wants to know the status of that complaint.
(6) told him that someone would be back in touch with him
Wants to know if airports have to follow national guidelines for security or if they can make it up as the go a long. He said that his granddaughter had to take her shoes off at the airport even though they had signs posted up saying that children under 12 wouldn t have to do that. Told the caller that he can be told how to get the CSM phone number from the IVR but an agent can t tell the caller that he will get a response back. Told the caller that airports must follow TSA guidelines. The guidelines is to reduce the need to take shoes off for twelve year olds, if alarms sound then shoes will be taken off. Agent Notes: Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Mar 22 2012 3:33PM Opening Agent: (b) (6) Opened Date: 3/22/2012 3:18:38 PM Linked Event IDs: 384217, 384233, 389252 Responses: Response Template Name: TCC - Screening Procedures for Children Airport: OKC Airline: Subject Category: Screening - Procedures/Process Interaction Type: Complaint Response Email: END RECORD
CONTACT RECORD
EID: 399449 Contact Type: Normal/General Contact Date: Mar 24 2012 11:47PM Medium: Email Contact Status: Closed Incident Date: Mar 15 2012 5:00AM Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Not Provided Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: (b) (6) Subject: TSA Contact Us: Complaints Body: THIS GENERATED EMAIL HAS BEEN SENT FROM http://www.tsa.gov/contact/index.shtm -----------------------------------------------------------------------------------------------------------Remote Client IP: (b) (6) Date Time: 3/24/2012 11:47:51 PM ------------------------------------------------------------------------------------------------------------
Name: Email: Complaints:Discourteous/Rude Employee Flight Info (If applicable. Enter Flight#/Airline/Terminal/Airport/Gate/Etc):early morning (5am-6:30am) Thursday March 15, 2012 Comments:I opted out of the new AIT machine at will rogers in OKC. I was harassed by 4+ TSA agents for opting out. They were angry at me for opting out. According to your website, it is my right to opt out. I have a long list of medical reasons to opt out - esp relating to wearing a transdermal patch (medicine in a bandaid). When I was trying to explain this the TSA agent verified that it would set off the machine but all I have to do is show it. Well, that isn't convenient for women, especially those wearing hormonal patches on their buttocks. I went through double duty molestation and was eventually cleared to leave. I fly for work, sometimes multiple times in a month. I have no problem when I opt out at other airports across the country. I used to enjoy flying at of OKC because it was the one place I was never molested. Apparently that is all over now. My first pat down was normal. The second pat down in the locked room was completely unnecessary and very disturbing. I've never felt so violated in all of my travels. I truly felt harassed by all the TSA agents constantly questioning me for opting out. I can give all the other medical reasons in further conversations, if necessary. I think the TSA staff in OKC needs further training on opt out and traveler's reasons for opt out. I dont think they are used to it since they have not had the new machines. Agent Notes: Sent to CSM at OKC for review 3-26-12 (b) (6) Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Mar 26 2012 2:30PM Opening Agent: (b) (6) Opened Date: 3/26/2012 11:44:57 AM Linked Event IDs: Responses: Response Template Name: Complaint—Customer Service Manager Airport: OKC Airline: Subject Category: Advanced Imaging Technology (AIT) - Flyer Interaction Type: Complaint
(b) (6)
Response Email: From: (TSA Contact Center DO NOT REPLY) [email protected] To: (b) (6) Subject: In Response to your inquiry. Body: Thank you for your e-mail regarding your recent travel experience. Because your complaint concerns security screening at a specific airport, we have forwarded a copy of your e-mail to the Customer Service Manager at that airport. TSA monitors the number and nature of complaints we receive to track trends and spot areas of concern that may require special attention. This ongoing process enables us to ensure prompt, corrective action whenever we determine that security-screening policies need modification or specific employees or screener teams are the subjects of repeated complaints.
We hope this information is helpful. TSA Contact Center END RECORD
CONTACT RECORD
EID: 403398 Contact Type: Fulfillment Contact Date: Mar 27 2012 8:57PM Medium: Email Contact Status: Closed Incident Date: Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Not provided Contact Fax: Fulfillment Sent: Mar 28 2012 9:48AM Mail Return Date: Contact Email: (b) (6) Subject: TSA Contact Us: Complaints Body: THIS GENERATED EMAIL HAS BEEN SENT FROM http://www.tsa.gov/contact/index.shtm -----------------------------------------------------------------------------------------------------------Remote Client IP: (b) (6) Date Time: 3/27/2012 8:57:14 PM ------------------------------------------------------------------------------------------------------------
(b) (6)
Name: Email: Complaints:Items Not Permitted Through the Security Checkpoint Flight Info (If applicable. Enter Flight#/Airline/Terminal/Airport/Gate/Etc):Oklahoma city airport Comments:My wife had a decoration in her carry on bag. It was a thin, lite, wooden spoon to decorate a kitchen. She was taking it to her mother and the tsa officer was pretty rude about it. I appreciate having a safe flight but I don't see how an ice skate is safe but a foot long wooden spoon isn't. The lest they could've done was offer to have it placed under the plane for free. Especially considering a reading of the allowed items lead us to believe it would be ok. She had to go ask the united office to hold the decoration until I could make another trip to the airport to get it. Now it'll have to be mailed and with the price of absolutly everything going up I don't want to pay for that too. So I would like to be reimbursed for the postage to send the decoration out. Agent Notes: Reviewed by a Supervisor. We agreed to use TCC General Complaint template because the final decision rests with TSA on whether to allow any items on the plane. Even when emailed said tsa officer was pretty rude about it. Emailer is referring to the item, not to a person. Search Results For:wooden spoon Check or Carry-on You may transport this item in carry-on baggage or in checked baggage. For items you wish to carry-on, you should check with the airline to ensure that the item will fit in the overhead bin or underneath the seat of the airplane. Even if an item is generally permitted, it may be subject to additional screening or not allowed through the checkpoint if it triggers an alarm during the screening process, appears to have been tampered with, or poses other security concerns. The final decision rests with TSA on whether to allow any items on the plane. Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Mar 28 2012 9:50AM Opening Agent: (b) (6) Opened Date: 3/28/2012 9:32:57 AM Linked Event IDs: Responses: Response Template Name: TCC Complaint—General Complaint w Claims
(b) (6)
Airport: OKC Airline: United Airlines Subject Category: Prohibited & Permitted Items - General Interaction Type: Complaint Response Email: From: (TSA Contact Center DO NOT REPLY) [email protected] To: (b) (6) Subject: In Response to your inquiry. Body: Thank you for your e-mail in which you inquire about filing a claim. Enhanced security measures require that all checked baggage undergo some form of screening for prohibited items, and a physical search of luggage is required to clear every alarm. Transportation Security Administration (TSA) screeners are trained to exercise great care during the screening process to ensure that a passenger’s belongings are returned and not damaged when a bag needs to be opened. We regret if these high standards were not met. TSA monitors the number and nature of complaints received to track trends and spot areas of concern that may require special attention. This ongoing process will enable us to ensure prompt, corrective action whenever we determine that security screening policies need modification or specific employees or screener teams are the subject of repeated complaints. TSA is responsible for reviewing all claims relating to the screening of passengers and their baggage. To protect an traveler’s rights under Federal law and to file a valid claim, travelers must send their claim in writing to TSA stating the circumstances of the loss and the exact amount claimed (fair market value of lost or destroyed property, reasonable cost of repair for damaged property), within 2 years after the claim accrued. The claim must be signed by the claimant or an authorized representative (e.g., an attorney or other personal representative with appropriate proof of authority). To file a claim, you may fill out the attached Standard Form 95 (claim form) in accordance with the instructions and return it to the address in box number 1. While use of the form is not mandatory, it may help to ensure that you meet the legal requirements for filing a claim. If you decide to file a claim, it will be processed in accordance with the Federal Tort Claims Act. Once the Claims Management Office (CMO) has received your claim form, you will be sent a letter of acknowledgement and a claim number. You should keep the claim number for future reference when inquiring about your claim. TSA will try to resolve claims as quickly as possible but may need time for further investigation of the facts. If TSA denies your claim, or has not finally resolved it within 6 months after you have filed it, you may have a right to bring your claim to court. You can also access claim forms online at the TSA’s Claims Management Office’s Web site at www.tsa.gov travelers customer claims index.shtm. This Web site also has information related to filing a claim, checking the status of a claim, and other claim-related issues. You can also access this Web site by clicking on the Claims Management Office link in the “Resource Center” on TSA’s homepage at www.tsa.gov. If you have additional questions related to the claims process, you should contact the Claims Management Office at [email protected].
We hope this information is helpful. TSA Contact Center END RECORD
CONTACT RECORD
EID: 408181 Contact Type: Fulfillment Contact Date: Apr 1 2012 1:58PM Medium: Email Contact Status: Closed Incident Date: Mar 30 2012 12:00AM Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Not provided Contact Fax: Fulfillment Sent: Apr 2 2012 11:35AM Mail Return Date: Contact Email: (b) (6) Subject: This is not right Body: I was on a flight on Friday, March 30, 2012 (AA 2407) from OKC to DFW and then DFW to CVG (AA2957). I had one checked bag with a TSA approved lock. I noticed when I got my bag at Cvg that the lock was in a different position, so suspected that it was opened. Sure enough when I got home and opened the suitcase,there was the white note, BUT what was really disturbing was who ever did the "search" took NO CARE to the special contents. There was a bronze statue that was packed with bubble wrap and positioned in the middle of the suitcase and then surrounded by other packing to totally protect the statue. The statue was a thank you gift from the US Air Force for a man that I work with who is retiring next month after 40 plus years with my company. Whoever "repacked" my case did not bother to put the bubble wrap back around the statue, but even worse, just stuck it up against the side of the suitcase. So when I took it out of the suitcase it is now in THREE PIECES. The ear is broken off the horse and the statue is busted off the base. This is just being irresponsible. If you are going to rummage through people belongings, then you should at least have the courtesy to treat them with some respect. Of course if you never have to be concerned about being held accountable, then maybe it just doesn't matter. Thankfully I work for a company that takes a lot of pride in their product, and instills that in the people who work their.
(b) (6)
Agent Notes: Sent to CSM at OKC for review 4-2-12 mnelson Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Apr 2 2012 7:01PM Opening Agent: (b) (6) Opened Date: 4/2/2012 11:29:01 AM Linked Event IDs: Responses: Response Template Name: Missing Damaged Items in Checked Bags NOI Included and Claim Info Airport: OKC Airline: American Airlines Subject Category: Mishandling of Passenger Property - Damaged/Missing Items--Checked Luggage w/ Claim Request Interaction Type: Complaint Response Email: From: (TSA Contact Center DO NOT REPLY) [email protected] To: (b) (6) Subject: In Response to your inquiry. Body: Thank you for your e-mail regarding missing and/or damaged items from your checked baggage The Transportation Security Administration (TSA) is required by law to screen all property, including checked baggage that is loaded onboard commercial passenger aircraft. To ensure the security of the traveling public, it is sometimes necessary for Transportation
Security Officers (TSOs) to conduct hand inspections of checked bags. TSOs receive training in the procedures to properly inspect passenger bags and are required to exercise great care during the screening process so that when bags are opened a passenger’s belongings are returned to the same condition they were found. We regret that you were unsatisfied with the manner in which your bags were handled. Please note that TSA assumes a very limited role with respect to checked baggage handling. We are only responsible for checked baggage from the time it is presented for screening until the time it has been cleared of screening. Once checked baggage has been screened and cleared, airlines are responsible for transporting it to its final destination. As a result, the amount of time checked baggage is under TSA control is relatively short. Many airports have automated in-line baggage screening systems which can screen and clear a bag remotely, resulting in no physical inspection at all. However, if a TSO needs to open and search a checked bag, the TSO will place a Notice of Inspection (NOI) inside the bag to alert the passenger that his or her bag was searched by TSA. Additionally, the NOI contains instructions on what to do if the passenger has a complaint. You may wish to file a claim for missing and/or damaged items by completing a Standard Form 95 (claim form). A claim form will be sent to you within 24 hours of this response. Claim forms are also available on our Web site at www.tsa.gov. If you decide to file a claim, it will be processed in accordance with the Federal Tort Claims Act. Because the complaint concerns security screening at a specific airport, we have forwarded a copy of this e-mail to the Customer Service Manager (CSM) at that location. TSA encourages travelers to pack valuables including jewelry, electronics, money, and fragile items in their carry-on baggage and not in their checked baggage. Passengers are allowed one carry-on in addition to one personal item, such as a laptop computer, purse, small backpack, briefcase, or camera case. This information, along with additional travel tips, is found on the TSA Web site.
We hope this information is helpful. TSA Contact Center END RECORD
CONTACT RECORD
EID: 408609 Contact Type: Normal/General Contact Date: Apr 2 2012 11:22AM Medium: Inbound Call Contact Status: Closed Incident Date: Apr 1 2012 4:37PM Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Complaint Body: Caller traveled on 4/01/2012 from OKC to Houston and then to Philadelphia on United Airlines flight 4931 He had a notice of inspection. His body wash was spilled in his luggage. He said that a lot of air force documents were damaged and the body wash was on his laptop. He did not want to file a claim and he did not want his record sent to the CSM. He said that he just wanted to talk to someone about it. I gave the following information: TSA monitors the number and nature of complaints we receive to track trends and spot areas of concern that may require special attention. This ongoing process will enable us to ensure prompt, corrective action whenever we determine that security screening policies need modification or specific employees or screener teams are the subject of repeated complaints.
Agent Notes: Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Apr 2 2012 11:31AM Opening Agent: (b) (6) Opened Date: 4/2/2012 11:22:15 AM Linked Event IDs: Responses: Response Template Name: General Complaint Response Airport: OKC Airline: United Airlines Subject Category: Mishandling of Passenger Property - Damaged/Missing Items--Checked Luggage w/out Claim Request Interaction Type: Complaint Response Email: END RECORD
CONTACT RECORD
EID: 412638 Contact Type: Normal/General Contact Date: Apr 4 2012 3:40PM Medium: Email Contact Status: Closed Incident Date: Mar 28 2012 12:00AM Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Not provided Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: (b) (6) Subject: TSA Contact Us: Complaints Body: THIS GENERATED EMAIL HAS BEEN SENT FROM http://www.tsa.gov/contact/index.shtm -----------------------------------------------------------------------------------------------------------Remote Client IP: (b) (6) Date Time: 4/4/2012 3:39:59 PM ------------------------------------------------------------------------------------------------------------
Name: Email: Complaints:Inappropriate Screening/Pat Down Screening Flight Info (If applicable. Enter Flight#/Airline/Terminal/Airport/Gate/Etc):Flt 861/american airlines/main?/OKC/4/screening area by gate 16 Comments:I am a federal employee and work for the FAA. I travel frequently for work and I am accustom to the enhanced pat-down procedures that the TSA performs on the public. While I do not feel that this groping is appropriate or warranted I regularly submit to it as I personally do not trust the back-scatter machines and no other option is available. On Wednesday March 28, 2012 I was scheduled to fly home to Alaska from Oklahoma City. I informed the agent at the back-scatter machine that I was "opting-out" (the term the TSA uses for those that wish to not go through the machines) and I was told to wait. A few minutes later, approached and informed me he would be performing the enhanced pat-down procedures. He escorted me to my things, gathered them up, and then over to the pat-down area. This would be the twelfth enhanced pat-down procedure I would endure in the last six months due to my frequent travel. One thing that struck me about (b) (6) was that he seemed rushed, flustered, and not well versed in the pat-down procedure. First off he allowed me to follow him to gather my carry-on and shoes and did not instruct me to not touch them (having done this frequently I see variations in the way TSA does things but usually no so drastic). Then, while going over the procedure with me he did not ask if I had any sensitive areas or medical devices he should be aware of. Not that I would have said anything as I take this question to be in regards to injuries or soar spots and not simply my genitals which had not been touched on numerous other enhanced pat-downs. I should also mention that (b) (6) did not describe the under the belt line portion of the pat-down and when describing the backside-below-the-belt portion he indicated (as customary) that it would be performed with the backs of his hands in a downward motion. (b) (6) then proceeded to pat me down. The pat-down was normal up until the point where he reached into the top of my pants around the belt line. Normally (in every other pat-down I have received) the agent has informed me that now they are going to reach inside my belt line. (b) (6) standing behind me, simply reached in and began inspecting. This shocked me but did not cause me to protests. After finishing up under my belt line (b) (6) keeled behind me and began the backside-below-the-belt inspection with the back of his hands. Starting on the right side with both hands moving down to just below my buttocks, then the left side. At this I assumed he would move to clasp my leg but instead he began at the middle of my lower back with what felt like the tips of his fingers (as opposed to the back of ones hands). As he reached mid-buttock I felt a distinct push against my anus as if he pointed with his index finger, middle finger and thumb and pressed axially into my anus (no downward motion). My cheeks parted and I could feel the fabric of my boxers pressing against my sphincter. I was shocked. I froze for a second but as (b) (6) grasped my leg I told him that was absolutely unacceptable. He stood and told me he was doing the normal procedure and that if I did not wish to submit to the procedure he would have me escorted from the airport. He then asked me if I wished to continue. I said that I felt he assaulted me and that I would like to speak to his manager. He went and got another TSA agent and the new agent returned and accosted me that if I did not allow (b) (6) to complete the patdown they would call the police and have me escorted from the airport. I told the new agent that I would not allow (b) (6) to touch me
(b) (6)
(b) (6)
as he had already touched me inappropriately and I tried to explain how. The new agent cut me off and said that of course he would touch me there in that way, where did I think terrorists hide things. He then asked if I wished to submit to the pat-down or should he call the police. I said call the police as I have been sexually assaulted and I wish to file a report. They said very well and walked over to speak to another agent. Shortly after, two Oklahoma Police Officers arrived. At no time during the incident did the TSA acknowledged my claim of having been assaulted. In a discussion with the new agent and a police officer I demonstrated on the TSA agents chest what (b) (6) had done to me and asked if that was part of the appropriate procedure. He would not answer. I then asked if either of them (the new agent and the police officer) would like that to happen to themselves to which the TSA agent held that it was a necessary procedure to ensure the public's safety (the police officer said no). I told them that I had gone through many enhanced pat-down procedures and I had never had my anus touched like this. That it was not an option for me to miss my flight and I would submit to a pat-down by another agent with the police present. The new agent proceed to pat me down, this time with out touching my anus. I was asked to provide my drivers license and boarding pass. The agent went away with it and came back a few minutes later and said I could go. I asked for (b) (6) name and ID number as I intended to file assault charges (I had asked for these several times and was told that I could not have them). A manager finally arrived and provided me with a comment card. I informed him of my request for the agents name and number and he asked me what for. I said so that I could identify him, by name and ID number, if I decided to pursue legal action. He told me to use his name and ID number. I said that would not be acceptable. He went away and came back with the agent's name and ID number written on a piece of paper. The entire name release episode, in my opinion, is very unprofessional. A government representative should never try and conceal their identity or that of their subordinate, especially in situations like these. Agent Notes: Sent to CSM at OKC for review on 04/04/12.(b) (6) Follow Up: The passenger filed charges of sexual assault with OKC PD. Pending the outcome of the investigation, we will be in contact with this passenger. Sincerely,
(b) (6)
TSA SHM/CSQIM/ICMS Coordinator Will Rogers World Airport -OKC Lawton/Ft. Sill Regional Airport - LAW Office: 405-702 (b) (6) Cell: (b) (6) "A subtle thought in error may yet give rise to fruitful inquiry that can establish truths of great value." - Isaac Asimov Questions and Comments? Visit: TSA.gov, Evolution of Security Blog, Got Feedback?
-----Original Message----From: [email protected] [mailto:[email protected]] Sent: Wednesday, April 04, 2012 7:03 PM To: (b) (6) Subject: The following event #412638 should be reviewed. The customers information has been attached to this email. If the file is password-protected, then please use the CSM password (located on the OSO Trusted Source Site) to open the file. NOTICE: This communication, along with any attachments, is covered by Federal and State law governing electronic communications and may contain confidential and legally privileged information. If the reader of this message is not the intended recipient, you are hereby notified that any dissemination, distribution, use or copying of this message is strictly prohibited. If you have received this in error, please reply immediately to the sender and delete this message. NOTICE: The information contained in this message and any attachments is privileged and confidential and therefore protected from disclosure. If the reader of this message is not the intended recipient, or an employee or agent who is responsible for delivering this message to the intended recipient, you are hereby notified that any dissemination, distribution or copying of this communication is strictly prohibited. Senture does not accept liability for changes to this message after it was sent. The views expressed in this e-mail do not necessarily reflect the views of the company. If you have received this communication in error, please notify the sender immediately by replying via e-mail to this message and deleting this information from your computer.
To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Apr 5 2012 2:32PM Opening Agent: (b) (6) Opened Date: 4/4/2012 5:19:57 PM
Linked Event IDs: Responses: Response Template Name: Pat Down Screening Complaint - BCC CSM Airport: OKC Airline: American Airlines Subject Category: Patdown - Flyer Interaction Type: Complaint Response Email: From: (TSA Contact Center DO NOT REPLY) [email protected] To: (b) (6) Subject: In Response to your inquiry. Body: Thank you for your e-mail regarding your screening experience. The Transportation Security Administration (TSA) seeks to provide a high level of security and customer service to those who pass through our screening checkpoints. Our policies and procedures focus on ensuring that all passengers, regardless of their personal situations and needs, are treated with dignity, respect, and courtesy. Every person and item must be screened before entering the secured area of an airport, and the manner in which the screening is conducted is important. Transportation Security Officers (TSOs) must conduct additional screening to resolve an alarm of the WalkThrough Metal Detector (WTMD) or to resolve an anomaly discovered during Advanced Imaging Technology (AIT) screening. All TSOs are required to be considerate and thoughtful and are trained to explain what they are doing and what will happen next in the process. TSA regrets if this was not your experience. In addition, passengers may request a private screening if additional screening is required or at any time during the screening process. A companion may accompany a passenger who needs assistance to the private screening after the companion clears screening. In addition, screeners should offer a private screening before beginning a patdown inspection that will require displacing or lifting clothing. Passengers may choose to remain in the public area rather than go to a private area for screening, however, passengers who refuse screening in the public or private area will not be permitted to enter the secured area. Because your complaint concerns the conduct of TSOs at a specific airport we have forwarded a copy of your letter to the Customer Service Manager (CSM) at that location. Passengers may register a concern or complaint with security through the TSA CSM or TSA supervisory personnel at each airport. Customer Service Managers may be contacted via the “Talk to TSA” section of the TSA Web site at https: contact.tsa.dhs.gov talktotsa talktotsa.aspx. TSA monitors the number and nature of complaints we receive in order to track trends and spot areas of concern that may require special attention. This ongoing process enables us to ensure prompt, corrective action whenever we determine that security screening policies need modification or specific employees or screener teams are the subjects of repeated complaints. We consider your concerns to be a serious issue for our attention. TSA appreciates that you took the time to share your concerns with us. We are confident that through the concerns brought to us by the traveling public, we will be better able to address problem areas with corrective action.
We hope this information is helpful. TSA Contact Center END RECORD
CONTACT RECORD
EID: 415952 Contact Type: Normal/General Contact Date: Apr 8 2012 11:15AM Medium: Email Contact Status: Closed Incident Date: Apr 5 2012 12:00AM Contact Prefix: Contact First Name: Not provided Contact Middle Initial: Contact Last Name: Not provided Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Not provided Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: (b) (6) Subject: Descent Too Quick Body: I feel like United Airlines descended too fast on my recent flight, 4/5/12 from Houston to Oklahoma City and also on my flight back, 4/7/12 from Oklahoma City to Houston. Both times during descent I had severe pain in the left side of my forehead and left eye. It subsided upon landing. I have flown for years and this has never happened. Thanks. Agent Notes: They are two airports at Houston. Emailer also came from OKC Airport on 04/07/12 Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Apr 9 2012 12:14PM Opening Agent: (b) (6) Opened Date: 4/9/2012 12:09:46 PM Linked Event IDs: Responses: Response Template Name: Refer to Airline Airport: OKC Airline: Subject Category: Airline - Policy/Regulations/Service Interaction Type: Complaint Response Email: From: (TSA Contact Center DO NOT REPLY) [email protected] To:(b) (6) Subject: In Response to your inquiry. Body: Thank you for your e-mail regarding your recent air travel experience. The Transportation Security Administration (TSA) is responsible for developing requirements and policies for security in the aviation system. TSA employees are responsible for all passenger and baggage screening to ensure that prohibited items are not placed on board aircraft. We recommend you contact your airline, as consumer and service-related matters are handled directly between the passenger and the airline. If the airline does not satisfy your inquiry, the U.S. Department of Transportation’s Aviation Consumer Protection Division operates a complaint handling system for consumers who experience air travel service problems and provides a 24-hour hotline at (202) 366-2220 (TTY (202) 366-0511) to record complaints. You may also e-mail [email protected] or write to: Aviation Consumer Protection Division U.S. Department of Transportation 400 Seventh Street, SW, Room 4107, C-75 Washington, DC 20590
We hope this information is helpful. TSA Contact Center END RECORD
CONTACT RECORD
EID: 425233 Contact Type: Normal/General Contact Date: Apr 16 2012 12:20PM Medium: Email Contact Status: Closed Incident Date: Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Not Provided Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: (b) (6) Subject: TSA Contact Us: Complaints Body: THIS GENERATED EMAIL HAS BEEN SENT FROM http://www.tsa.gov/contact/index.shtm -----------------------------------------------------------------------------------------------------------Remote Client IP: (b) (6) Date Time: 4/16/2012 12:19:14 PM ------------------------------------------------------------------------------------------------------------
Name: Email: Complaints:Inconsistent Screening (Different Practices between Airports) Flight Info (If applicable. Enter Flight#/Airline/Terminal/Airport/Gate/Etc):Southwest 1982 from OKC to DAL gate 14 Comments:OKC now has a single millimeter wave scanner. Everyone was being screened through the MMW unless they opted for a patdown. This created an unusually long delay. Other airports with a MMW have employed both the original metal detectors and the MMW device to keep the line moving. I was also informed by a tsa employee that OKC will be eliminating the metal detectors. My concern is the single MMW device will lead to further delays as each passenger appeared to take an average of 10 to 15 seconds to go through the machine as opposed to 3-5 seconds for a metal detector. Multiply the difference by thousands of passengers and the delays mount. I did miss my flight. The plane was leaving just as I arrived at the gate. Having flown through OKC many times, the security wait this time was unusually long. In my opinion, this was due to every passenger being sent through the MMW scanner. Agent Notes: Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Apr 16 2012 4:28PM Opening Agent: (b) (6) Opened Date: 4/16/2012 4:21:16 PM Linked Event IDs: Responses: Response Template Name: TCC Comment Reply Response Airport: OKC Airline: Southwest Airlines Subject Category: Advanced Imaging Technology (AIT) - General Interaction Type: Complaint
(b) (6)
Response Email: From: (TSA Contact Center DO NOT REPLY) [email protected] To: (b) (6) Subject: In Response to your inquiry. Body: Thank you for your recent comments regarding the Transportation Security Administration (TSA). TSA and its employees take their responsibility of securing our Nation’s transportation systems very seriously. We are constantly working hard to improve security. TSA continues to receive many suggestions and comments for improving all facets of security systems and they all are taken into consideration. We are committed to refining our screening processes, resulting in increased security and improved customer service. You may wish to submit future feedback to the TSA Blog, “Evolution of Security,” which can be found at www.tsa.gov blog. The purpose of this blog is to facilitate an ongoing dialogue on innovations in security, technology, and the checkpoint screening process. We appreciate that you took the time to share your concerns with us and hope this information is helpful.
TSA Contact Center END RECORD
CONTACT RECORD
EID: 429283 Contact Type: Normal/General Contact Date: Apr 18 2012 6:40PM Medium: Email Contact Status: Closed Incident Date: Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: not provided Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: (b) (6) Subject: TSA Contact Us: Complaints Body: THIS GENERATED EMAIL HAS BEEN SENT FROM http://www.tsa.gov/contact/index.shtm -----------------------------------------------------------------------------------------------------------Remote Client IP: (b) (6) Date Time: 4/18/2012 6:39:59 PM ------------------------------------------------------------------------------------------------------------
Name: Email: Complaints:Inconsistent Screening (Different Practices between Airports) Flight Info (If applicable. Enter Flight#/Airline/Terminal/Airport/Gate/Etc):Screening area near United Airlines ticket counter. Comments:I am an FAA employee and have consistently been allowed to opt for the metal detector instead of the x-ray screening device at U. S. airports EXCEPT for Oklahoma City. Today, in Oklahoma City, I was required to go through a pat down instead of going through the metal detector even though the metal detector is an approved device. I displayed my FAA identification at all times and identified myself as an FAA employee. I am not an Aviation Safety Inspector with 110A credentials. However, my FAA ID allows me access to secure facilities like air traffic control towers and radar facilities. Oklahoma City TSA should revise their practices to conform with TSA practices in other parts of the country. Agent Notes: Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Apr 18 2012 8:30PM Opening Agent: (b) (6) Opened Date: 4/18/2012 8:15:20 PM Linked Event IDs: Responses: Response Template Name: AIT Privacy Health and Opt Out Concerns Airport: OKC Airline: Subject Category: Screening - Procedures/Process Interaction Type: Complaint Response Email: From: (TSA Contact Center DO NOT REPLY) [email protected] To: (b) (6) Subject: In Response to your inquiry. Body: Thank you for contacting the Transportation Security Administration (TSA) regarding passenger screening and the use of Advanced
(b) (6)
Imaging Technology (AIT). AIT is a classification that covers two similar technologies, millimeter wave and backscatter. Both systems work in a similar way to give Transportation Security Officers (TSOs) a virtual image of a passenger that conspicuously highlights potentially dangerous items. AIT gives TSA a way to detect a wide variety of threats, including suicide vests and other improvised explosive devices that may be hidden under passengers’ clothing and cannot be detected by walk-through metal detectors. AIT enhances security, reduces the need for patdown searches for passengers with joint replacements and other medical conditions, and improves passenger convenience and comfort. Millimeter wave systems project beams of non-ionizing radio frequency energy over the passenger’s body surface; the beams do not penetrate the skin. The radio frequency energy reflected back from the body and other objects on the body is used to construct a threedimensional image. The energy the system projects is thousands of times less than a cell phone transmission. The backscatter x-ray system works by scanning the surface of a passenger’s body with a narrow, low-dose, low-energy x-ray beam. This system uses ionizing radiation the type people usually think of as “radiation.” However, the radiation levels are far below those of a hospital x-ray machine and any level that might constitute a health concern. The amount of radiation from a backscatter screening system is equivalent to the exposure each person receives in about 2 minutes of airplane flight at altitude or the amount the person receives in about an hour due to naturally occurring background radiation at ground level. The extremely low dose of radiation from the entire spectrum of TSA screening technology is inconsequential, even to frequent flyers who undergo repeated screenings. When evaluating new screening technologies, TSA performs independent studies and evaluations to verify the systems meet regulatory and national consensus standards to ensure the health and safety of the traveling public. This testing takes into account special populations that are more sensitive to radiation, such as children, persons receiving radiation treatment for medical conditions, and pregnant and potentially pregnant women, as well as employees who work near the equipment. All screening systems fully comply with Federal safety requirements, and measured radiation levels for each are well below limits established by the U.S. Food and Drug Administration and the U.S. Occupational Safety and Health Administration. TSA is sensitive to passengers’ concerns about protecting their privacy as it relates to the security screening process, particularly the use of AIT. Rigorous privacy safeguards are in place to protect passenger privacy and ensure anonymity. All images generated by imaging technology are viewed in an area not visible to the public. The officer assisting the passenger never sees the image, and the officer viewing the image never interacts with the passenger. The imaging technology that TSA uses in airports cannot store, export, print, or transmit images and no cameras, cellular telephones, or other devices capable of capturing images are permitted in the image viewing area. To further protect passenger privacy, all facial images are blurred. Privacy and security are not mutually exclusive, and TSA has had an ongoing dialogue with privacy groups on these issues. AIT is an effective tool in detecting terrorist threats and another tool in our layered approach to security. Screenings using AIT are voluntary. Individuals who do not wish to be screened by this technology will be required to undergo alternative screening, including a thorough patdown. Signs are posted in front of each AIT location advising passengers of this right. However, if an adult accompanying a child 12 years old or younger opts out of AIT screening on the child’s behalf, the child will receive a modified patdown. TSA never separates a child from an accompanying adult. The adult may observe the entire patdown process and may assist by holding the child’s hand. Please be assured that TSOs are trained to conduct these procedures professionally and respectfully.
We hope this information is helpful. TSA Contact Center END RECORD
CONTACT RECORD
EID: 432556 Contact Type: Normal/General Contact Date: Apr 22 2012 7:14AM Medium: Email Contact Status: Closed Incident Date: Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: (b) (6) Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Not provided Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: (b) (6) Subject: TSA Contact Us: Complaints Body: THIS GENERATED EMAIL HAS BEEN SENT FROM http://www.tsa.gov/contact/index.shtm -----------------------------------------------------------------------------------------------------------Remote Client IP: (b) (6) Date Time: 4/22/2012 7:14:18 AM ------------------------------------------------------------------------------------------------------------
Name: (b) (6) Email: (b) (6) Complaints:Long Lines / Lengthy Wait at Checkpoint Flight Info (If applicable. Enter Flight#/Airline/Terminal/Airport/Gate/Etc):My wife and I just missed United 5277Y because of the long wait at the only TSA gate that was open in the OKC airport. Comments:We are on standby and may be stuck at the airport. Great way to start our honeymoon. And we arrived 1:15 prior to our flight departure time. Please look into the staffing levels here and we would like an apology. Agent Notes: Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Apr 23 2012 2:03PM Opening Agent: (b) (6) Opened Date: 4/23/2012 1:56:50 PM Linked Event IDs: Responses: Response Template Name: Lengthy Wait Times at Airports Airport: OKC Airline: United Airlines Subject Category: Screening - Lengthy Lines Interaction Type: Complaint Response Email: From: (TSA Contact Center DO NOT REPLY) [email protected] To: (b) (6) Subject: In Response to your inquiry. Body: Thank you for your e-mail regarding airport wait times. The Transportation Security Administration (TSA) develops requirements and policies for the security of our Nation’s transportation systems. Some of these requirements are met by airports, air carriers, railroads, port authorities, and other transportation system
entities. Airports are responsible for security of airport access. Air carriers are responsible for passengers prior to entering checkpoints, controlling gate access, and controlling baggage before and after screening. TSA employees are responsible for all passenger and baggage screening to ensure that prohibited items are not placed on board aircraft. TSA is responsible for the area beginning at the security checkpoint leading into the secured area. The area leading up to the security checkpoint is regulated by the airport and the airlines assigned to that particular terminal. TSA consults regularly with its various partners to effectively integrate their respective security responsibilities. One of TSA’s primary goals is minimizing passenger wait times at our Nation’s airports without adversely affecting the highest levels of security required in today’s aviation environment. TSA continues to work with all stakeholders to determine industry changes in schedules and service so that we can provide the workforce, processes, and procedures to ensure high levels of security and customer service. While customers may experience varying wait times at each airport, TSA works with its stakeholder partners to reduce wait times, especially during the higher-volume travel months. In addition, passengers should consult arrival times with their individual airline, and we recommend arriving at least 2 hours in advance of flight time to allow ample time for security screening and boarding of aircraft.
We hope this information is helpful.
TSA Contact Center END RECORD
CONTACT RECORD
EID: 433367 Contact Type: Fulfillment Contact Date: Apr 23 2012 12:15PM Medium: Inbound Call Contact Status: Closed Incident Date: Apr 23 2012 6:45AM Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Apr 23 2012 1:36PM Mail Return Date: Contact Email: (b) (6) Subject: Missing Carry Items Body: Caller stated that she flew from OKC on 4 23 12 for a 6:45 United Airlines fligh 6421 to San Francisco. Caller stated that she was on the east side of security, however she does not know what gate or terminal. Caller stated that when going through screening that she placed all of her items in the bin. Caller stated at that point the agent made her remove her watch and her scarf. Caller said that she assumed the agent sent the items through for screening, Caller stated that the lines were very long and she was in a hurry not to miss her flight. Caller said that she did not notice that her watch and scarf was not with her other items.
Resoluttion: Provided caller the number to the lost and found in the event the items were turned in.
Oklahoma City Oklahoma City Will Rogers World Airport 405-702-7501
TSA regrets that you found items missing and or damaged from your carry-on luggage. You may wish to file a claim for missing and or damaged items by completing a Standard Form 95 (claim form). A claim form will be sent to you within 24 hours of this response. Because the complaint concerns security screening at a specific airport, we have forwarded a copy of this e-mail to the Customer Service Manager (CSM) at that location. Emailed caller a claim form per her request in the event her item arent at the lost and found. Agent Notes: Sending to the CSM at Will Rogers for review and notification.(b) Follow Up: Her items are in L/F. I have contacted her and arranged return.
(b) (6)
(6) TCC Supervisor 4-22-12
(b) (6)
TSA SHM/CSQIM/ICMS Coordinator Will Rogers World Airport -OKC Lawton/Ft. Sill Regional Airport - LAW Office: 405-702 (b) (6) Cell (b) (6) "Fall down seven times, get up eight." - Japanese proverb Questions and Comments? Visit: TSA.gov, Evolution of Security Blog, Got Feedback?
-----Original Message----From: [email protected] [mailto:[email protected]] Sent: Monday, April 23, 2012 12:45 PM To: (b) (6) Subject: The following event #433367 should be reviewed.
Customer Service Manager: The following e-mail is being forwarded to you for review from the TCC. Please contact the traveler to resolve the issues addressed in their e-mail message included below. Also, please reply to the message that was forwarded to you and describe the resolution that you provided. This will send the traveler’s original message and your response to TCC Supervisors so they may update and close the record accordingly. The customer's information has been attached to this email. If the file is password-protected, then please use the CSM password (located on the OSO Trusted Source Site) to open the file. Thank you, TSA Contact Center Representative NOTICE: The information contained in this message and any attachments is privileged and confidential and therefore protected from disclosure. If the reader of this message is not the intended recipient, or an employee or agent who is responsible for delivering this message to the intended recipient, you are hereby notified that any dissemination, distribution or copying of this communication is strictly prohibited. Senture does not accept liability for changes to this message after it was sent. The views expressed in this e-mail do not necessarily reflect the views of the company. If you have received this communication in error, please notify the sender immediately by replying via e-mail to this message and deleting this information from your computer. To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Apr 24 2012 3:31PM Opening Agent: (b) (6) Opened Date: 4/23/2012 12:15:22 PM Linked Event IDs: Responses: Response Template Name: Missing or Damaged Items in Carry-on Bag + Claim Form Info Airport: OKC Airline: United Airlines Subject Category: Mishandling of Passenger Property - Damaged/Missing Items--Checked Luggage w/ Claim Request Interaction Type: Complaint Response Email: END RECORD
CONTACT RECORD
EID: 435199 Contact Type: Fulfillment Contact Date: Apr 24 2012 12:23PM Medium: Inbound Call Contact Status: Closed Incident Date: Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Apr 24 2012 1:50PM Mail Return Date: Contact Email: (b) (6) Subject: Missing Cookbooks Body: Caller flew Monday from Oklahoma to Denver to Portland. She has an NOI. She had 10 cookbooks to sell that she is selling to raise money for an orphanage. She is missing one of those. Caller was very disappointed that this item is missing. She said this makes it harder on all the TSA agents when one is stealing from passengers.
(b) (6)
I apologized to the caller, gave her the lost and found number, and emailed the claim and instructions. I told her I would send this to the CSM for review. I sent this because she was so upset about it. Oklahoma City Will Rogers World Airport 405-702-7501 Agent Notes: Sending to the CSM at Will Rogers for review and notification. Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Apr 24 2012 3:24PM Opening Agent: (b) (6) Opened Date: 4/24/2012 12:23:18 PM Linked Event IDs:
(b) (6)TCC Supervisor 4-24-12
Responses: Response Template Name: Missing Damaged Items in Checked Bags NOI Included and Claim Info Airport: OKC Airline: Subject Category: Mishandling of Passenger Property - Damaged/Missing Items--Checked Luggage w/ Claim Request Interaction Type: Complaint Response Email: END RECORD
CONTACT RECORD
EID: 436590 Contact Type: Fulfillment Contact Date: Apr 25 2012 10:49AM Medium: Inbound Call Contact Status: Closed Incident Date: Apr 24 2012 10:45AM Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Apr 25 2012 11:16AM Mail Return Date: Contact Email: (b) (6) Subject: Screening Of Baggage Body: Caller flew from Oklahoma City OK to DFW with a connecting flight to Norfolk Virginia on American Airlines . Caller stated her luggage was inspected and there was a notice of inspection inside her luggage. Caller stated items was damaged in her luggage and everything was everywhere. Caller stated a ring box was torn all to pieces and a box of sand was all over her clothes and the peacock feathers was torn to pieces. Incident happened:04-24-2012@10:45am Airport:OKC Airline:American Airlines Flight number:1649 Baggage claim number:AA695947 Caller just wanted to let us know the incident Agent Notes: Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Apr 25 2012 11:02AM Opening Agent: (b) (6) Opened Date: 4/25/2012 10:49:01 AM Linked Event IDs: Responses: Response Template Name: Claims Process and Status--Generic Airport: OKC Airline: American Airlines Subject Category: Mishandling of Passenger Property - Damaged/Missing Items--Checked Luggage w/ Claim Request Interaction Type: Complaint Response Email: END RECORD
CONTACT RECORD
EID: 441852 Contact Type: Fulfillment Contact Date: Apr 30 2012 9:18AM Medium: Inbound Call Contact Status: Closed Incident Date: Apr 22 2012 2:30PM Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Apr 30 2012 10:48AM Mail Return Date: Contact Email: (b) (6) Subject: missing shoes Body: Caller flew from OKC to MDY to ORD with United flight 6231 on April 22nd and checked her bag in around 2:30pm and then from ORD to BWI and when caller opened her bag she had a NOI and her shoes were not returned to her bag. Caller wants to know how to get the shoes back or what the process is.
To file a claim, you may fill out the attached Standard Form 95 (claim form) in accordance with the instructions and return it to the address in box number 1. lost and found Oklahoma City Will Rogers World Airport 405-702-7501 Agent Notes: Follow Up: To TSOC Date: From TSOC Date: Last Updated By: Last Update Date: Apr 30 2012 9:30AM Opening Agent: (b) (6) Opened Date: 4/30/2012 9:18:57 AM Linked Event IDs:
(b) (6)
Responses: Response Template Name: TCC Complaint—General Complaint w Claims Airport: OKC Airline: United Airlines Subject Category: Mishandling of Passenger Property - Damaged/Missing Items--Checked Luggage w/ Claim Request Interaction Type: Complaint Response Template Name: Lost Found Unattended Baggage in Airports Airport: OKC Airline: United Airlines Subject Category: Lost and Found - TSA Interaction Type: Information Response Email: END RECORD
CONTACT RECORD
EID: 441879 Contact Type: Fulfillment Contact Date: Apr 30 2012 9:30AM Medium: Inbound Call Contact Status: Closed Incident Date: Apr 25 2012 6:10PM Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Apr 30 2012 10:48AM Mail Return Date: Contact Email: (b) (6) Subject: Missing Eye Serum Body: Caller stated that she fly on United flight 6231on 4/25/12. Caller stated that she had a NOI in her luggage and she is now missing a 90.00 bottle of eye serum. Caller was wanting the number to the lost and found.
Resolution: Provided caller the below number in the event the item was left out during inspection. Oklahoma City Will Rogers World Airport 405-702-7501
To file a claim, you should fill out the Standard Form 95 (claim form) in accordance with the instructions and return it by fax or postal mail. Advised caller that a claim form will be sent her within 24 hours. Agent Notes: Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Apr 30 2012 9:36AM Opening Agent: (b) (6) Opened Date: 4/30/2012 9:30:50 AM Linked Event IDs: Responses: Response Template Name: Checked Baggage - How to File a Claim for Damaged Missing Items Airport: OKC Airline: United Airlines Subject Category: Mishandling of Passenger Property - Damaged/Missing Items--Checked Luggage w/ Claim Request Interaction Type: Complaint Response Email: END RECORD
CONTACT RECORD
EID: 450476 Contact Type: Fulfillment Contact Date: May 5 2012 11:40AM Medium: Inbound Call Contact Status: Closed Incident Date: May 4 2012 6:13AM Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: May 5 2012 3:08PM Mail Return Date: Contact Email: (b) (6) Subject: Lock missing Body: Caller flew to Boise, ID yesterday from OKC and his bag is missing the TSA lock. Caller has the NOI inside his bag. Flight #not available Gate # not available Baggage Tag #not available. Response: You may file a claim with TSA by completing a Standard Form 95 (claim form) in accordance with the instructions. A claim form will be sent to you within 24 hours of this response. Claim forms are also available on our Web site at www.tsa.gov. Advised caller TSA is required to clear all alarms and will place a NOI inside a passengers bag anytime a hand inspection is required. Once TSA’s Claims Management Office receives the completed claim form, they will send a letter of acknowledgement and a claim number. You should keep your claim number for future reference when inquiring about their claim. Agent Notes: Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: May 5 2012 11:48AM Opening Agent: (b) (6) Opened Date: 5/5/2012 11:40:10 AM Linked Event IDs: Responses: Response Template Name: Damaged or Missing TSA-Recognized Locks Claims Request Airport: OKC Airline: Southwest Airlines Subject Category: Locks - Missing or Damaged Lock--Claim Request Interaction Type: Complaint Response Email: END RECORD
CONTACT RECORD
EID: 453056 Contact Type: Fulfillment Contact Date: May 7 2012 3:47PM Medium: Email Contact Status: Closed Incident Date: May 4 2012 10:34AM Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: (b) (6) Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Not Provided Contact Fax: Fulfillment Sent: May 7 2012 7:13PM Mail Return Date: Contact Email: (b) (6) Subject: TSA Contact Us: Complaints Body: THIS GENERATED EMAIL HAS BEEN SENT FROM http://www.tsa.gov/contact/index.shtm -----------------------------------------------------------------------------------------------------------Remote Client IP: (b) (6) Date Time: 5/7/2012 3:46:44 PM ------------------------------------------------------------------------------------------------------------
Name: Email: Complaints:Damaged or Missing items in Checked or Carry-on Baggage Flight Info (If applicable. Enter Flight#/Airline/Terminal/Airport/Gate/Etc):Delta Airlines Flight 5487 from Oklahoma City will Roger's Airport to Detroit, Friday May 4, 2012 at 10:34 A.M. Comments:For the 2nd time in two years at the same exact airport, I had purchased two 32 ounce bottles of Rudy's BBQ Sauce. One bottle was wraped in clothing and placed in the plastic zippered area of my suitcase. The other was wrapped in a pair of jeans and placed on the otherside of my suitcase. TSA unzipped the one zipped section, unwrapped the bottle, and placed it next to the other bottle without protecting. Upon arrival at home, I checked my suitcase and the glass bottles were broken causing two shirts and a expensive pair of dress slacks to be cut and BBQ sauce all over my white shirts and 3 suit coats. This is the 2nd incident in two years at the same airport that they did not protect what they disturbed. I am very upset with the professionalism demonstrated by the TSA. Agent Notes: Sending to the CSM at Will Rogers for review and notification. (b) (6) TCC Supervisor 05-07-12 Follow Up: I Reviewed checked baggage logs and video. Observed passenger's flimsy black/blue rollaboard during secondary inspection. Officer conducted a targeted search, opened the bag that appeared to be full of casual clothes and located a PAPER bag containing a large jar of barbeque sauce wrapped in a pair of jeans. After screening the barbeque sauce, he replaced the jar back in the paper sack, placed it back in the jeans, and the jeans in the middle of the suitcase just as he found it. At no time did he open a plastic zippered area of the suitcase or pick up a second bottle. I will e-mail the passenger with a similar response.
(b) (6)
(b) (6)
TSA SHM/CSQIM/ICMS Coordinator Will Rogers World Airport -OKC Lawton/Ft. Sill Regional Airport - LAW Office: 405-702 (b) (6) Cell: (b) (6) "Fall down seven times, get up eight." - Japanese proverb Questions and Comments? Visit: TSA.gov, Evolution of Security Blog, Got Feedback?
-----Original Message----From: [email protected] [mailto:[email protected]] Sent: Monday, May 07, 2012 5:44 PM To: (b) (6) Subject: The following event #453056 should be reviewed.
Customer Service Manager: The following e-mail is being forwarded to you for review from the TCC. Please contact the traveler to resolve the issues addressed in their e-mail message included below. Also, please reply to the message that was forwarded to you and describe the resolution that you provided. This will send the traveler’s original message and your response to TCC Supervisors so they may update and close the record accordingly. The customer's information has been attached to this email. If the file is password-protected, then please use the CSM password (located on the OSO Trusted Source Site) to open the file. Thank you, TSA Contact Center Representative NOTICE: The information contained in this message and any attachments is privileged and confidential and therefore protected from disclosure. If the reader of this message is not the intended recipient, or an employee or agent who is responsible for delivering this message to the intended recipient, you are hereby notified that any dissemination, distribution or copying of this communication is strictly prohibited. Senture does not accept liability for changes to this message after it was sent. The views expressed in this e-mail do not necessarily reflect the views of the company. If you have received this communication in error, please notify the sender immediately by replying via e-mail to this message and deleting this information from your computer. To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: May 10 2012 5:52PM Opening Agent: (b) (6) Opened Date: 5/7/2012 5:25:05 PM Linked Event IDs: Responses: Response Template Name: General Complaint and We Regret Airport: OKC Airline: Delta Subject Category: Mishandling of Passenger Property - Damaged/Missing Items--Checked Luggage w/ Claim Request Interaction Type: Complaint Response Email: From: [email protected] To: (b) (6) Subject: The following event #453056 should be reviewed. Body:
Customer Service Manager: The following e-mail is being forwarded to you for review from the TCC. Please contact the traveler to resolve the issues addressed in their e-mail message included below. Also, please reply to the message that was forwarded to you and describe the resolution that you provided. This will send the traveler’s original message and your response to TCC Supervisors so they may update and close the record accordingly. The customer's information has been attached to this email. If the file is password-protected, then please use the CSM password (located on the OSO Trusted Source Site) to open the file. Thank you, TSA Contact Center Representative END RECORD
CONTACT RECORD
EID: 453791 Contact Type: Normal/General Contact Date: May 7 2012 11:04PM Medium: Email Contact Status: Closed Incident Date: May 7 2012 12:00AM Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Not Provided Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: (b) (6) Subject: TSA Contact Us: Complaints Body: THIS GENERATED EMAIL HAS BEEN SENT FROM http://www.tsa.gov/contact/index.shtm -----------------------------------------------------------------------------------------------------------Remote Client IP: (b) (6) Date Time: 5/7/2012 11:04:01 PM ------------------------------------------------------------------------------------------------------------
Name: Email: Complaints:Damaged or Missing items in Checked or Carry-on Baggage Flight Info (If applicable. Enter Flight#/Airline/Terminal/Airport/Gate/Etc):1282, american airlines from OKC to JAX, on 5/7/2012 Comments:When i arrived a brand new bottle of lotion, shsmpoo and conotioner were left open in my plastic zip lock bag the bag leaked on a new dress and a pair of jeans. This is the second time this has happened in the past year. Agent Notes: Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: May 8 2012 9:01AM Opening Agent: (b) (6) Opened Date: 5/8/2012 8:30:43 AM Linked Event IDs: Responses: Response Template Name: Missing Damaged Items in Checked Luggage NOI Not Included Airport: OKC Airline: American Airlines Subject Category: Mishandling of Passenger Property - Damaged/Missing Items--Checked Luggage w/ Claim Request Interaction Type: Complaint Response Email: From: (TSA Contact Center DO NOT REPLY) [email protected] To: (b) (6) Subject: In Response to your inquiry. Body: Thank you for your e-mail regarding missing and/or damaged items for your checked baggage. The Transportation Security Administration (TSA) regrets that you found items missing and/or damaged from your checked luggage. TSA is required by law to screen all property, including checked baggage, that is brought onboard commercial passenger aircraft. To ensure the security of the traveling public, it is sometimes necessary for Transportation Security Officers (TSOs) to conduct hand
(b) (6)
inspections of checked bags. TSOs receive training in the procedures to properly inspect passenger bags, and are required to exercise great care during the screening process so that when bags are opened passenger’s belongings are returned to the same condition they were found. Please note that TSA assumes a very limited role with respect to checked baggage handling. We are only responsible for checked baggage from the time it is presented for screening until the time it has been cleared of screening. Once checked baggage has been screened and cleared, airlines are responsible for transporting it to its final destination. As a result, the amount of time checked baggage is under TSA control is relatively short. Many airports have automated in-line baggage screening systems which can screen and clear a bag remotely, resulting in no physical inspection at all. However, if a TSO needs to open and search a checked bag, the TSO will place a Notice of Inspection (NOI) inside the bag to alert the passenger that his or her bag was searched by TSA. Additionally, the NOI contains instructions on what to do if the passenger has a complaint. The lack of an NOI suggests that TSA might have never physically opened a passenger’s luggage. TSA encourages travelers to pack valuables including jewelry, electronics, money, and fragile items in their carry-on baggage and not in their checked baggage. Passengers are allowed one carry-on in addition to one personal item, such as a laptop computer, purse, small backpack, briefcase, or camera case. This information, along with addition travel tips, is found on the TSA Web site at www.tsa.gov.
We hope this information is helpful. TSA Contact Center END RECORD
CONTACT RECORD
EID: 465580 Contact Type: Normal/General Contact Date: May 15 2012 6:02PM Medium: Inbound Call Contact Status: Closed Incident Date: May 11 2012 4:15PM Contact Prefix: Contact First Name: Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Damaged Luggage Body: Caller's luggage was delivered to her by a courier. She said that TSA ripped her luggage apart to get into it.
(b) (6)
(b) (6)
Information Airport- Oklahoma City Airline- Southwest Flight#- 2326 Location- Gate 16 The NOI OKC May 11 2012 3:14 T7 Told the caller that she is welcome to file a claim. She could get that off of our website at www.tsa.gov. Told her that once she fills it out and sends it in it will go to the Claims Management Branch. Once the Claims Management Office (CMO) has received your claim form, you will be sent a letter of acknowledgement and a claim number. You should keep the claim number for future reference when inquiring about your claim. TSA monitors the number and nature of complaints we receive to track trends and spot areas of concern that may require special attention. This ongoing process will enable us to ensure prompt, corrective action whenever we determine that security screening policies need modification or specific employees or screener teams are the subject of repeated complaints.
Agent Notes: Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: May 15 2012 6:12PM Opening Agent: (b) (6) Opened Date: 5/15/2012 6:02:33 PM Linked Event IDs: Responses: Response Template Name: General Complaint Response Airport: OKC Airline: Southwest Airlines Subject Category: Mishandling of Passenger Property - Damaged/Missing Items--Checked Luggage w/out Claim Request Interaction Type: Complaint Response Email: END RECORD
CONTACT RECORD
EID: 471036 Contact Type: Normal/General Contact Date: May 18 2012 9:23PM Medium: Inbound Call Contact Status: Closed Incident Date: Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Allowable Body: Caller is traveling to OKC and wants to know if he can carry on a disk lock and motorcycle helmet. Explained that the helmet was allowed but do not have specific information on the lock. http://apps.tsa.dhs.gov/mytsa/cib_results.aspx?src=tsadotgov Agent Notes: Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: May 18 2012 9:28PM Opening Agent: (b) (6) Opened Date: 5/18/2012 9:23:19 PM Linked Event IDs: Responses: Response Template Name: Can I Bring App Airport: OKC Airline: Subject Category: Prohibited & Permitted Items - General Interaction Type: Complaint Response Email: END RECORD
CONTACT RECORD
EID: 475076 Contact Type: Normal/General Contact Date: May 21 2012 2:41PM Medium: Email Contact Status: Closed Incident Date: May 7 2012 9:00AM Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: (b) (6) Contact Address 2: Contact City: (b) (6) Contact State: (b) (6) Contact Zip: (b) (6) Contact Country: Contact Phone:(b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: (b) (6) Subject: FW: Ridicule at OKC airport Body: Dear TCC,
Please be advised that the below and the attached is a customer service and professionalism concern. As such, we are referring it to you for appropriate handling and response and/or distribution to the airport.
Thank you,
(b) (6)
(b) (6)
Policy Advisor Disability and Multicultural Division Office of Civil Rights & Liberties, Ombudsman and Traveler Engagement Transportation Security Administration Department of Homeland Security
-----Original Message----From:(b) (6) Sent: Monday, May 07, 2012 10:24 AM To: [email protected] Subject: Ridicule at OKC airport
I was just ridiculed for opting out of the full body scan at OKC airport by two TSA agents. When I asked for alternate screening, the first
agent (middle aged African American woman) looked at me in disgust and shouted to another agent "He's scared!" and laughed. The second agent laughed and shouted back "He's scared?". Second agent was middle aged woman with light colored hair working the scanner. Location: OKC Airline: United Date: May 7 2012 Time: 9am
I am a platinum elite on United and American airlines. I did research on millimeter wave spectroscopy for four years in college. My decision was not based on ignorant fear as the TSA agents implied. I previously experienced coercive tactics by this same African American TSA agent on another date when I asked for alternate screening.
(b) (6)
Agent Notes: Sending to the CSM at OKC for review and notification. Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: May 22 2012 12:04PM Opening Agent: (b) (6) Opened Date: 5/22/2012 10:40:34 AM Linked Event IDs: Responses: Response Template Name: Screener Rudeness Airport: OKC Airline: United Airlines Subject Category: Customer Service - TSO Interaction Type: Complaint Response Email: From: (TSA Contact Center DO NOT REPLY) [email protected] To:(b) (6) Subject: In Response to your inquiry. Body: Thank you for your e-mail regarding the rude behavior you experienced from a Transportation Security Officer (TSO). The Transportation Security Administration (TSA) regrets any unprofessional treatment you may have experienced. TSA seeks to provide a high level of security and customer service to all passengers who pass through our screening checkpoints. Every person and item must be screened before entering the secured area, and the way the screening is conducted is important. Our policies and procedures focus on ensuring that all passengers are treated with dignity, respect, and courtesy. Please be advised that a passenger can always request to speak with the Supervisory TSO or the Assistant Federal Security Director for Screening to address any complaint regarding screening procedures. Because your complaint concerns an incident that occurred at a specific airport we have forwarded a copy of your letter to the appropriate Customer Service Manager.
(b) (6)TCC Supervisor 05-22-12
We hope this information is helpful. TSA Contact Center END RECORD
CONTACT RECORD
EID: 481550 Contact Type: Normal/General Contact Date: May 25 2012 6:17PM Medium: Email Contact Status: Closed Incident Date: May 24 2012 1:00PM Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: (b) (6) Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: (b) (6) Contact State: (b) (6) Contact Zip: (b) (6) Contact Country: Contact Phone: Not Provided Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: (b) (6) Subject: Re: Discriminatory Employment Practices Body: On Fri, May 25, 2012 at 5:16 PM, /dev/null <HYPERLINK "mailto:(b) (6) wrote:
I live in Oklahoma City, Oklahoma, (b) (6) Less than three miles away from Will Rogers Airport. This incident occurred between 1:00 PM and 2:20 PM on Thursday, May 24, 2012. I recently applied for a position as a TSO, passed my CBT, filled out my e86, and was then invited to an Airport Assessment. During the interview process, I supplied honest answers and real life experiences, but was later informed that I had failed the interview. I decided to message a fellow applicant, (b) (6) and ask her if she had passed her interview. My reasoning was: she had came to the interview ill-prepared, and the men involved were speaking inappropriately about her on camera. She informed me that she had passed her interview and that she "thought" they were only accepting female applicants. The fellow applicant, (b) (6) had left an important document at her home in Tulsa, and after she had left the building, the men began discussing how attractive she is (and what kind of shoes she was wearing...of all things). The voice, which I could verify from his introduction before the interview, belonged to (b) (6) He had mentioned he was an "Administrator" of some sort. When I failed the interview (for no apparent reason), they told me they could not inform me of why I had failed. They had chosen to accept an ill-prepared applicant, rather than me, because I have a penis. She applied for the same airport, but lives 117 miles away from it... I feel I have been cheated. I feel I have a lot to offer the TSA. I have superb memory and pay attention to detail. I have real experience with people sneaking things onto planes (marijuana taped to their legs). I didn't rat them out because we were part of a team for my school, but it could have been anything other than marijuana. I know where to look and the methods they use. I am very aware of my environment and can pick up on things most people would never recognize. I am quick thinking and hear everything. I see everything. I also write very well, but because writing is a hobby of mine... Thanks in advance.
(b) (6)
Agent Notes: Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: May 25 2012 8:52PM Opening Agent: (b) (6) Opened Date: 5/25/2012 8:49:18 PM Linked Event IDs: 481551 Responses: Response
Template Name: No Response Airport: OKC Airline: Subject Category: Civil Rights - Perceived Discrimination Interaction Type: Complaint Response Email: None Sent END RECORD
CONTACT RECORD
EID: 481551 Contact Type: Normal/General Contact Date: May 25 2012 6:16PM Medium: Email Contact Status: Closed Incident Date: May 25 2012 1:00PM Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: (b) (6) Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: (b) (6) Contact State: (b) (6) Contact Zip: (b) (6) Contact Country: Contact Phone: Not Provided Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: (b) (6) Subject: Discriminatory Employment Practices Body: I live in(b) (6) . Less than three miles away from Will Rogers Airport. This incident occurred between 1:00 PM and 2:20 PM on Thursday, May 25, 2012. I recently applied for a position as a TSO, passed my CBT, filled out my e86, and was then invited to an Airport Assessment. During the interview process, I supplied honest answers and real life experiences, but was later informed that I had failed the interview. I decided to message a fellow applicant, (b) (6) and ask her if she had passed her interview. My reasoning was: she had came to the interview ill-prepared, and the men involved were speaking inappropriately about her on camera. She informed me that she had passed her interview and that she "thought" they were only accepting female applicants. The fellow applicant, (b) (6) had left an important document at her home in Tulsa, and after she had left the building, the men began discussing how attractive she is (and what kind of shoes she was wearing...of all things). The voice, which I could verify from his introduction before the interview, belonged to He had mentioned he was an "Administrator" of some sort. When I failed the interview (for no apparent reason), they told (b) (6) me they could not inform me of why I had failed. They had chosen to accept an ill-prepared applicant, rather than me, because I have a penis. She applied for the same airport, but lives 117 miles away from it... I feel I have been cheated. I feel I have a lot to offer the TSA. I have superb memory and pay attention to detail. I have real experience with people sneaking things onto planes (marijuana taped to their legs). I didn't rat them out because we were part of a team for my school, but it could have been anything other than marijuana. I know where to look and the methods they use. I am very aware of my environment and can pick up on things most people would never recognize. I am quick thinking and hear everything. I see everything. I also write very well, but because writing is a hobby of mine... Thanks in advance.
(b) (6)
Agent Notes: Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: May 25 2012 8:51PM Opening Agent: (b) (6) Opened Date: 5/25/2012 8:46:15 PM Linked Event IDs: 481550 Responses: Response Template Name: Civil Rights Complaint Discrimination—Response to General Public Airport: OKC Airline: Subject Category: Civil Rights - Perceived Discrimination Interaction Type: Complaint
Response Email: From: (TSA Contact Center DO NOT REPLY) [email protected] To:(b) (6) Subject: In Response to your inquiry. Body: Thank you for your e-mail regarding the Transportation Security Administration’s (TSA) Office of Civil Rights and Liberties (OCRL). TSA OCRL serves as a resource for travelers who have expressed concerns about the treatment they received from TSA employees. OCRL is responsible for the enforcement of all Federal laws, Executive Orders, and policies prohibiting discrimination in employment, in applications for employment, or in the TSA’s Federally assisted and Federally conducted programs or activities. OCRL is also responsible for ensuring that TSA treats all travelers equally, without regard to a person’s race, color, national origin, gender, religion, age, disability, gender identity, or sexual orientation. If someone believes they have been discriminated against by a TSA employee on the basis of one of these criteria, they may submit an explanation of their complaint to the OCRL. Passenger’s complaints should include the following: the name of the airport, flight information, date and time of the incident, and if possible, the name of the employee. Send complaints by e-mail to [email protected], or via postal mail to: Transportation Security Administration OCRL, TSA-6 601 12 Street South Arlington, VA 20598-6006 For additional information, passengers may contact OCRL toll-free at (877)-EEO-4TSA (4872). Callers may leave their name, number, and best time to return their call.
We hope this information is helpful. TSA Contact Center END RECORD
CONTACT RECORD
EID: 481751 Contact Type: Normal/General Contact Date: May 26 2012 2:02AM Medium: Email Contact Status: Closed Incident Date: Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: not provided Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: (b) (6) Subject: TSA Contact Us: Complaints Body: THIS GENERATED EMAIL HAS BEEN SENT FROM http://www.tsa.gov/contact/index.shtm -----------------------------------------------------------------------------------------------------------Remote Client IP: (b) (6) Date Time: 5/26/2012 2:02:44 AM ------------------------------------------------------------------------------------------------------------
Name: Email: Complaints:Inconsistent Screening (Different Practices between Airports) Flight Info (If applicable. Enter Flight#/Airline/Terminal/Airport/Gate/Etc):OKC Comments:Third complaint about OKC. The last three times I went through the "advanced" scanner I have had problems with being flagged for additional screening. Each time they said they had detected something at my groin and right knee. Each time they found that of course nothing was there. At least last time the screener was courteous and said what he was going to do and followed your procedures as I understand them. The previous two times they were rough and once actually caused me a muscle strain. This only happens at OKC. I have never had a problem at any other airport. I travel through OKC weekly now and I am getting tired of this treatment. Agent Notes: Sent to CSM at OKC on 5-26-12 by (b) (6) Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: May 26 2012 10:56AM Opening Agent: (b) (6) Opened Date: 5/26/2012 10:14:27 AM Linked Event IDs: Responses: Response Template Name: Pat Down Screening Complaint - BCC CSM Airport: OKC Airline: Subject Category: Patdown - Flyer Interaction Type: Complaint Response Email: From: (TSA Contact Center DO NOT REPLY) [email protected] To: (b) (6) Subject: In Response to your inquiry. Body: Thank you for your e-mail regarding your screening experience.
(b) (6)
The Transportation Security Administration (TSA) seeks to provide a high level of security and customer service to those who pass through our screening checkpoints. Our policies and procedures focus on ensuring that all passengers, regardless of their personal situations and needs, are treated with dignity, respect, and courtesy. Every person and item must be screened before entering the secured area of an airport, and the manner in which the screening is conducted is important. Transportation Security Officers (TSOs) must conduct additional screening to resolve an alarm of the WalkThrough Metal Detector (WTMD) or to resolve an anomaly discovered during Advanced Imaging Technology (AIT) screening. All TSOs are required to be considerate and thoughtful and are trained to explain what they are doing and what will happen next in the process. TSA regrets if this was not your experience. In addition, passengers may request a private screening if additional screening is required or at any time during the screening process. A companion may accompany a passenger who needs assistance to the private screening after the companion clears screening. In addition, screeners should offer a private screening before beginning a patdown inspection that will require displacing or lifting clothing. Passengers may choose to remain in the public area rather than go to a private area for screening, however, passengers who refuse screening in the public or private area will not be permitted to enter the secured area. Because your complaint concerns the conduct of TSOs at a specific airport we have forwarded a copy of your letter to the Customer Service Manager (CSM) at that location. Passengers may register a concern or complaint with security through the TSA CSM or TSA supervisory personnel at each airport. Customer Service Managers may be contacted via the “Talk to TSA” section of the TSA Web site at https: contact.tsa.dhs.gov talktotsa talktotsa.aspx. TSA monitors the number and nature of complaints we receive in order to track trends and spot areas of concern that may require special attention. This ongoing process enables us to ensure prompt, corrective action whenever we determine that security screening policies need modification or specific employees or screener teams are the subjects of repeated complaints. We consider your concerns to be a serious issue for our attention. TSA appreciates that you took the time to share your concerns with us. We are confident that through the concerns brought to us by the traveling public, we will be better able to address problem areas with corrective action.
We hope this information is helpful. TSA Contact Center END RECORD
CONTACT RECORD
EID: 483838 Contact Type: Fulfillment Contact Date: May 28 2012 5:32PM Medium: Inbound Call Contact Status: Closed Incident Date: May 28 2012 11:50AM Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: (b) (6) Contact Address 2: Contact City: (b) (6) Contact State: (b) (6) Contact Zip: (b) (6) Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Lost Lock Body: Caller has a lock missing from her luggage. There was no Notice of Inspection in the luggage to indicate TSA had opened the luggage. The caller flew today (5-28-2012) on Southwest Flight 1225 from Oklahoma City to Denver. Flight departed at 11:50 am from Gate 18. Baggage claim number was 0526164247. Caller requested claim form to mailed to her. I told the caller TSA has found that many locks break off in airport baggage conveyor systems. I also told the caller you may file a claim with TSA by completing a Standard Form 95 (claim form) in accordance with the instructions. A claim form will be sent to you within 24 hours of this response
Agent Notes: Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: May 28 2012 5:50PM Opening Agent: (b) (6) Opened Date: 5/28/2012 5:32:17 PM Linked Event IDs: Responses: Response Template Name: Damaged or Missing TSA-Recognized Locks Claims Request Airport: OKC Airline: Southwest Airlines Subject Category: Locks - Missing or Damaged Lock--Claim Request Interaction Type: Complaint Response Email: END RECORD
CONTACT RECORD
EID: 484126 Contact Type: ODPO Contact Date: May 29 2012 8:21AM Medium: Inbound Call Contact Status: Closed Incident Date: May 27 2012 7:00AM Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: (b) (6) Subject: ODPO Record Body: Disability Description: Caller flew from OKC to BWI to RDU on 5-27-12 and went through screening around 7:00am. She was flying on Southwest flight 145 departing at 9:15am. The caller states when she got to security she informed the officers of the titanium in her neck. The caller went through the machine and was met by 2 employees on the other side that told her she would have to be patted down. The passenger states she had recently had surgery on her breast and told the officers that they were not going to touch her breast. The caller states that the agents told her they would have to pat her down. The caller states that she was embarrassed because everyone was hearing the conversation about her breast. A supervisor told her that she could go to a private area. The caller states that the TSO told her she would have to take her bra off. (b) (6) asked the TSO s where there gloves were and the TSO s told her they did not need gloves nor would they give her any gloves or let her wash her hands. The caller states that she told the officers that they were not going to touch her incision with their dirty hands. The caller offered to pull out her bra but the TSO told her she would have to touch the bandages and caller refused to let them. The caller states that she told TSA to give her her things and she would leave. The caller states that TSA told her she could not leave the area until screening was complete. The caller states the TSO finally touched the bandage and then told her she would have to take her clothes off again because she touched her clothes with her hands. Caller states that all she needs is information on what to do. Caller was in severe pain and states it was the most embarrassing thing she has been through and that she has never been so humiliated in her life. She also added she had never been treated so rudely. Caller states that people can go through screening without taking off head dresses but she had to subject her new incision to the chance of an infection from TSO hands. The caller states that TSA should inform passengers they should not fly if they are wearing bandages. The caller states a TSA agent stomped out and treated her rudely. Caller states that she tried to cooperate in every way. The caller stated that if TSA wants her to touch her bandages they should provide some way of cleaning your hands and that signs should be posted to inform people wearing bandages of what to do.
INFORMED CALLER: If a passenger has dressings and or bandages used to cover wounds from an injury, operation, or surgical procedure, he or she should inform the Transportation Security Officer (TSO) of the location of the dressings and or bandages and of any need for assistance before screening begins. In addition to the patdown, TSA may use technology to test for traces of explosive material. If explosive material is detected, the passenger will have to undergo additional screening. Regardless of whether a passenger is screened by a walk-through metal detector, AIT, or a patdown, dressings and or bandages may require additional screening if the TSO cannot reasonably determine that the area is free of a threat item. Passengers can be screened without removing or unwrapping dressings and or bandages, and TSOs are trained to exercise caution if the passenger s screening requires that the area covered by a bandage or dressing undergo a patdown.
(b) (6)
does not feel she was discriminated against, personally. intelligent about the situation.
(b) (6)
thinks the TSO s were authoritative instead of
Transportation Administration Security (TSA) security screeners are instructed to wear gloves when conducting physical inspections of
property and patdown inspections of individuals. Screeners must only wear TSA-issued gloves when performing screening functions and will use a new pair of gloves whenever a passenger requests that they do so. Screeners must also inspect their gloves regularly for stains, tears, and other signs of damage and replace their gloves as necessary.
Incident Details: Caller did not feel she was discriminated against. Referring to ODPO because of the type of complaint. Caller flew from OKC to RDU with Southwest flight 145 departing at 9:15am on 5-27-12. Agent Notes: Sent to TSA CARES on 5-29-12 by (b) (6) due to disability-related complaint. Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: May 29 2012 2:30PM Opening Agent: (b) (6) Opened Date: 5/29/2012 8:21:10 AM Linked Event IDs: Responses: Response Template Name: Passengers with Dressings and/or Bandages Airport: OKC Airline: Subject Category: Persons w/ Disabilities (PWD) - General Interaction Type: Complaint Itinerary info: Flight: 145, Depart/Return: Return, Flight Date: May 27 2012 9:15AM, Airline: southwest, Airport: OKC
Response Email: END RECORD
CONTACT RECORD
EID: 491391 Contact Type: Normal/General Contact Date: Jun 2 2012 9:58AM Medium: Inbound Call Contact Status: Closed Incident Date: Jun 1 2012 7:45AM Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Security Breach at checkpoint area Body: Caller said she has taken Lysol on the plane as checked baggage for years and it has never been taken out, she does have a NOI. The caller states that she got to the screening checkpoint and she accidently had her husbands ID, the TSO let her through with his ID. But her husband that was at a diffirent TSO didnt let him through with her ID. Airport-Oklahoma City Time-7:30AM Date-June 01 2012 CSS (b) (6) 6-2-12: I spoke with (b) (6) she advised the following information: Lysol taken out of checked luggage, flown with it for years. Oklahoma city airport June 1, 7:45am Gate was near Amercian Airlines Flew on American Airlines Different female TSO s looked at ID s, the TSO s did not know they were together. The TSO that looked at her ID let her through even though she had her husbands. The TSO that looked at her husbands ID did not let her through because he had hers. Agent Notes: Sent to the CSM at Will Rogers by (b) (6) on June 2, 2012. CSS Kenney Hill 6-2-12: I called TSOC at 10:17am was in queue till 10:28am spoke with(b) (6) (b) (6) advised to send this to the CSM. Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Jun 2 2012 2:16PM Opening Agent: (b) (6) Opened Date: 6/2/2012 9:58:07 AM Linked Event IDs: Responses: Response Template Name: Complaint—Customer Service Manager Airport: OKC Airline: American Airlines Subject Category: Screening - Security Breach Interaction Type: Complaint
Response Email: END RECORD
CONTACT RECORD
EID: 492508 Contact Type: Fulfillment Contact Date: Jun 3 2012 1:59PM Medium: Inbound Call Contact Status: Closed Incident Date: May 25 2012 6:00AM Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Jun 3 2012 2:25PM Mail Return Date: Contact Email: (b) (6) Subject: Missing Golf Club Body: Caller flew from Oklahama City Ok to Tampa Florida on Southwest Airlines.. Caller stated his luggage was inspected and there was a notice of inspection inside his luggage. Caller stated he is missing a 5 iron from his golf bag. Advised caller the following information: Lost and Found Oklahoma City Oklahoma City Will Rogers World Airport 405-702-7501 Apologized to the caller and advised caller claim forms will be send via email address. Agent Notes: Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Jun 3 2012 2:07PM Opening Agent: (b) (6) Opened Date: 6/3/2012 1:59:38 PM Linked Event IDs: Responses: Response Template Name: Claim for Damaged or Missing Items--Generic Airport: OKC Airline: Southwest Airlines Subject Category: Mishandling of Passenger Property - Damaged/Missing Items--Checked Luggage w/ Claim Request Interaction Type: Complaint Response Template Name: Lost Found Unattended Baggage in Airports Airport: OKC Airline: Southwest Airlines Subject Category: Lost and Found - TSA Interaction Type: Information Response Email: END RECORD
CONTACT RECORD
EID: 498908 Contact Type: Normal/General Contact Date: Jun 7 2012 6:55AM Medium: Email Contact Status: Closed Incident Date: Jun 7 2012 6:30AM Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Not Provided Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: (b) (6) Subject: TSA Contact Us: Complaints Body: THIS GENERATED EMAIL HAS BEEN SENT FROM http://www.tsa.gov/contact/index.shtm -----------------------------------------------------------------------------------------------------------Remote Client IP: (b) (6) Date Time: 6/7/2012 6:55:42 AM ------------------------------------------------------------------------------------------------------------
Name: Email: Complaints:Inattentive Screener - Lax Security Flight Info (If applicable. Enter Flight#/Airline/Terminal/Airport/Gate/Etc):6/7/12 OKC Airport United Flight @ 6:30am Comments:When I went through security the screener picked up my items out of the bin and handed them to me (hat and wallet). I told her my wedding ring should be in there and she replied "don't put it there next time...gotta keep moving.". They did not offer to help locate it or even let me fill out a lost item report. It's a titanium dark metal wedding band. Are there forms we can fill out for lost items? Agent Notes: Sending to the CSM at Will Rogers for review and notification. (b) (6) TCC Supervisor 6-07-12 Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Jun 7 2012 11:26AM Opening Agent: (b) (6) Opened Date: 6/7/2012 10:32:55 AM Linked Event IDs: Responses: Response Template Name: Lost Found Unattended Baggage in Airports Airport: OKC Airline: Subject Category: Lost and Found - TSA Interaction Type: Complaint Response Template Name: TCC Screener Rudeness Airport: OKC Airline: Subject Category: Customer Service - TSO Interaction Type: Complaint
(b) (6)
Response Email: From: (TSA Contact Center DO NOT REPLY) [email protected] To: (b) (6) Subject: In Response to your inquiry. Body: Thank you for your email regarding the retrieval of lost items. The Transportation Security Administration (TSA) develops requirements and policies for the security of our Nation’s transportation systems. Some of these requirements are met by airports, air carriers, railroads, port authorities, and other transportation system entities. At most airports across the country, TSA has procedures in place for handling lost and found. Items found at screening checkpoints and areas where TSA performs baggage screening are turned in to the appropriate, designated airport authorities. We suggest travelers contact the airport where their items were misplaced or lost. Travelers may access an airport’s lost and found point-of-contact in the “For Travelers” section of our Web site (www.tsa.gov) or through the following link, http: www.tsa.gov travelers customer editorial_1693.shtm.
The Transportation Security Administration (TSA) regrets any unprofessional treatment you may have experienced. TSA seeks to provide a high level of security and customer service to all passengers who pass through our screening checkpoints. Every person and item must be screened before entering the secured area, and the way the screening is conducted is important. Our policies and procedures focus on ensuring that all passengers are treated with dignity, respect, and courtesy. Please be advised that a passenger can always request to speak with the Supervisory Transportation Security Officer at the checkpoint to address any complaint regarding screening procedures. Additionally, a passenger may register a concern or complaint with security through the TSA Customer Service Manager at each airport. The “Talk to TSA” section of the TSA Web site (https://apps.tsa.dhs.gov/talktotsa/) offers passengers the ability to send complaints directly to the Customer Service Manager by clicking on the map and selecting the correct airport. Because your complaint concerns an incident that occurred at a specific airport we have forwarded a copy of your letter to the appropriate Customer Service Manager. We hope this information is helpful. TSA Contact Center END RECORD
CONTACT RECORD
EID: 50003120 Contact Type: Contact Date: 2007-07-02 13:03:45 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2007-07-02 13:03:45 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: (b) (6) Contact Address 2: Contact City: (b) (6) Contact State: (b) (6) Contact Zip: (b) (6) Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Meds/shoes/underware missing from checked bag@(OKC). Body: Agent Notes: Provided Lost and Found information to caller and SF-95 form mailed on (7/2/07) Provided Lost and Found information to caller and SF-95 form mailed on (7/2/07), Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Opening Agent: Opened Date: 7/2/2007 1:03:45 PM Linked Event IDs: Responses: Response Airport: OKCOKC Airline: UALAUALA Subject Category: Claim Form Requests - Missing items from Checked Baggage - Claim Form Requests - Missing items from Checked Baggage Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 50004721 Contact Type: Contact Date: Medium: EMAIL Contact Status: CLOSED Incident Date: Contact Prefix: Contact First Name: Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: (b) (6) Subject: Body: THIS GENERATED EMAIL HAS BEEN SENT FROM TSA INTERNET CONTACT US-CUSTOMER SERVICE
(b) (6)
Remote Client IP: (b) (6) System Time: 6/17/2007 1:04:09 PM __________________________________________ User Name:
(b) (6)
User Email:
(b) (6)
__________________________________________ To: [email protected] Category: Complaints Sub Category: Customer Service Message: I recently flew out of Oklahoma City's Will Rogers World Airport (OKC/KOKC) and was very dissapointed by all the idiots you employ there. It was early in the morning and as I was transferring my carry-on to a bin, an officer comes up behind me and starts yelling at me to quicken my pace and telling me I was holding up the line. He did this as I was following your crazy policy of having to remove my laptop from my bag and then removing my shoes. As I said earlier, the majority of your employees are idiots and cannot comprehend much. If you are going to make me remove my shoes and my laptop you need to tell your employees it takes time to perform said actions and cannot be completed with a snap of my fingers. Also, your employees seem to get a "power trip" when telling others what to do. Just because they are in charge does not mean they are better than you or me. Somebody needs to tell them to chill and sit back and just do their job and not yell at everybody as they go through the pointless line. Finally, train your employees better and give them some "people" skills. __________________________________________ Date and Time of message: 6/17/2007 1:04:09 PM Agent Notes: Consumer Complaint BCC/CSM Response Consumer Complaint BCC/CSM Response, bcc Follow Up: To TSOC Date: From TSOC Date:
(b) (6)
Last Updated By: Last Update Date: Opening Agent: Opened Date: 6/19/2007 10:29:07 AM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, Airline: Subject Category: DISCOURTEOUS/UNPROFESSIONAL TREATMENTS - DISCOURTEOUS/UNPROFESSIONAL TREATMENTS Interaction Type: COMPLAINT Response Email: From: Prior Vendor To: (b) (6) Subject: Re: Customer Service Feedback <<#100873-160168#>> Body: <html><HEAD><STYLE>p {margin-bottom: 0; margin-top: 0;}</STYLE></HEAD><body><FONT SIZE="2"> <DIV STYLE="font-family: Arial;color: #000000;"><FONT size=3><FONT size=3><FONT size=3><FONT size=3><FONT size=3> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif">Thank you for your email message. We are sorry you were unhappy with your recent travel experience.</FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif"> <?xml:namespace prefix = o ns = "urn:schemas-microsoft-com:office:office" /><o:p></o:p></FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif">Because your complaint is regarding screening at<SPAN style="mso-spacerun: yes"> Oklahoma City</SPAN>, we have forwarded a copy of your email to the Customer Service Manager at that airport. The Customer Service Manager is responsible for ensuring that the screener workforce adheres to TSA principles for professional processing.</FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif"> <o:p></o:p></FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif">We monitor the number and nature of complaints we receive to track trends and spot areas of concern that may require special attention. This ongoing process will enable us to ensure prompt, corrective action whenever we determine that security-screening policies need modification or specific employees or screener teams are the subjects of repeated complaints.</FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif"> <o:p></o:p></FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif">Again, the TSA offers sincere apologies for the discomfort you experienced. We are confident that your encounters with the new Federal screeners will be a welcome improvement over your past experiences.</FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face=Arial></FONT> </P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><SPAN style="FONT-SIZE: 12pt; FONT-FAMILY: Arial; mso-fareast-font-family: 'Times New Roman'; mso-ansi-language: EN-US; mso-fareast-language: EN-US; mso-bidi-language: AR-SA">We encourage you to check the latest information at <A href="http://www.tsa.gov/">www.tsa.gov</A>.</SPAN><FONT face=Arial></FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif"> <o:p></o:p></FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif">TSA Contact Center</FONT></P><FONT face="Tahoma, Verdana, Arial" size=2></FONT></FONT></FONT></FONT></FONT></FONT></DIV> <DIV STYLE="font-family: Arial;color: #000000;"></DIV> </FONT><BR><br><br><DIV>--- Original Message ---<BR>From: < (b) (6) gt;<BR>Received: 6/19/2007 10:29:07 AM Eastern Standard Time (GMT - 4:00 )<BR>To: "TSA Contact Center" <[email protected]><BR>Subject: Customer Service Feedback<BR><BR> <META content="MS Exchange Server version 6.5.6944.0" name=Generator><!-- Converted from text/plain format --> <P><FONT size=2>THIS GENERATED EMAIL HAS BEEN SENT FROM TSA INTERNET CONTACT US-CUSTOMER SERVICE</FONT> </P> <P><FONT size=2>Remote Client IP: (b) (6) </FONT> <BR><FONT size=2>System Time: 6/17/2007 1:04:09 PM</FONT> <BR><FONT size=2>__________________________________________</FONT> </P> <P><FONT size=2>User Name: </FONT><BR><FONT size=2 </P> <P><FONT size=2>User Email: </FONT><BR><FONT size=2 /FONT> <BR><FONT size=2>__________________________________________</FONT> </P> <P><FONT size=2>To:</FONT> <BR><FONT size=2>[email protected]</FONT> </P> <P><FONT size=2>Category: </FONT><BR><FONT size=2>Complaints</FONT> </P> <P><FONT size=2>Sub Category: </FONT><BR><FONT size=2>Customer Service</FONT> </P> <P><FONT size=2>Message: </FONT><BR><FONT size=2>I recently flew out of Oklahoma City's Will Rogers World Airport (OKC/KOKC) and was very dissapointed by all the idiots you employ there. It was early in the morning and as I was transferring my carry-on to a bin, an officer comes up behind me and starts yelling at me to quicken my pace and telling me I was holding up the line. He did this as I was following your crazy policy of having to remove my laptop from my bag and then removing my shoes. As I said earlier, the majority of
(b) (6)
(b) (6)
your employees are idiots and cannot comprehend much. If you are going to make me remove my shoes and my laptop you need to tell your employees it takes time to perform said actions and cannot be completed with a snap of my fingers. Also, your employees seem to get a "power trip" when telling others what to do. Just because they are in charge does not mean they are better than you or me. Somebody needs to tell them to chill and sit back and just do their job and not yell at everybody as they go through the pointless line. Finally, train your employees better and give them some "people" skills.</FONT></P> <P><FONT size=2>__________________________________________</FONT> <BR><FONT size=2>Date and Time of message: 6/17/2007 1:04:09 PM</FONT> </P></DIV><BR><BR>------ TCC Control Number: ------<BR><<#100873-160168#>></body></html> END RECORD
CONTACT RECORD
EID: 50008668 Contact Type: Contact Date: 2008-05-20 15:03:03 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2008-05-19 13:30:03 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Items damaged in checked bag @ (OKC & dress) Body: Agent Notes: Provided caller with information on the claims process from tsa.gov Provided caller with information on the claims process from tsa.gov NOI in luggage. Follow Up: To TSOC Date: From TSOC Date: Last Updated By: Last Update Date: Opening Agent: Opened Date: 5/20/2008 3:03:03 PM Linked Event IDs:
(b) (6)
(b) (6)
Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, BWI Baltimore, MD, USA - Baltimore-Washington International, Airline: Southwest AirlinesSouthwest Airlines, Subject Category: Claim Form Requests-Checked Bag - Claim Form Requests-Checked Bag Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 50024755 Contact Type: Contact Date: 2008-06-17 16:17:49 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2008-06-17 16:17:49 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Caller stated that her brother's sister called and said her brother was caught with marijuana on him. She would like to know what is going to happen or what can be done. Body: Agent Notes: Caller disconnected call. Caller disconnected call. Called from brother's girlfriend at Oklahoma Airport Follow Up: To TSOC Date: From TSOC Date: Last Updated By: Last Update Date: Opening Agent: Opened Date: 6/17/2008 4:17:49 PM Linked Event IDs:
(b) (6)
Responses: Response Airport: OKCOKC,Oklahoma City, OK, USA - Will Rogers World Airport, Airline: Subject Category: Notice of Violation/Civil Penalties - Notice of Violation/Civil Penalties Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 50059806 Contact Type: Contact Date: Medium: EMAIL Contact Status: CLOSED Incident Date: Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: (b) (6) Subject: ISSUE, Customer Service Feedback Body: THIS GENERATED EMAIL HAS BEEN SENT FROM TSA INTERNET CONTACT US-CUSTOMER SERVICE Remote Client IP: (b) (6) System Time: 6/30/2008 6:45:28 PM __________________________________________ User Name:
(b) (6)
User Email:
(b) (6)
__________________________________________ To: [email protected] Category: Complaints Sub Category: Customer Service Message: June 2, 2008 I emailed American Airlines and let them know of my missing lingerie that was STOLEN from my suitcase. 2 full length satin nightgowns, 1 full length satin nightgown and matching robe, 1 shorty nightgown and robe, 10 panties, one black bra, 2 long body briefers, 10 pair men's brief shorts and 10 pair men's socks. On Thursday, May 29th my husband and I traveled from London to Chicago on American Flight #91. Then to Oklahoma City on Flight #4090. Our baggage did not arrive on the Flight #4090 in OKC but arrived around 2:00pm on 5-30-2008. I did not unpack my bags until 6-1-2008 when I discovered the STOLEN items. The cost for me to replace these items is $287.82 of which I have the receipt. In my luggage were TSA inspection inserts so I know my baggage was searched and items were STOLEN. Today I received an email from American Airlines stating they are not ultimately responsible but TSA is and advised contacting your department. I am very frustrated by American Airlines. I am hoping that TSA will step up to the plate and recover the expenses for our STOLEN items. American citizens should benefit from TSA searches with regards to protecting the public, not providing the TSA employee with gifts on the side. Flying is not a luxury anymore but a big gamble of arriving at a desired destination with everything intact. I look forward to your prompt reply and resolution of this continuing inconvenience. Sincerely,
(b) (6)
(b) (6)
__________________________________________ Date and Time of message: 6/30/2008 6:45:28 PM Agent Notes: General Complaint w/Claim Response General Complaint w/Claim Response, Follow Up: To TSOC Date: From TSOC Date: Last Updated By: Last Update Date: Opening Agent: Opened Date: 7/1/2008 9:39:43 AM Linked Event IDs:
(b) (6)
Responses: Response Airport: OKCOKC,Oklahoma City, OK, USA - Will Rogers World Airport, ORD,Chicago, IL, USA - O'hare International Airport, Airline: American Airlines -¬American Airlines -¬, Subject Category: Claim Form Requests - Missing items from Checked Baggage - Claim Form Requests - Missing items from Checked Baggage Interaction Type: COMPLAINT Response Email: From: Prior Vendor To: (b) (6) Subject: Re: Customer Service Feedback <<#214478-297209#>> Body: <html><HEAD><STYLE>p {margin-bottom: 0; margin-top: 0;}</STYLE></HEAD><body><FONT SIZE="2"> <DIV STYLE="font-family: Arial;color: #000000;"></DIV> <DIV STYLE="font-family: Arial;color: #000000;"><FONT size=3><FONT size=3><FONT size=3><FONT size=3><FONT size=3><FONT size=3><FONT size=3><FONT size=3><FONT size=3> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif">Thank you for your electronic mail message concerning your travel experience.<SPAN style="mso-spacerun: yes"> </SPAN></FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif"><SPAN style="mso-spacerun: yes"></SPAN></FONT> </P><FONT face="Arial, Helvetica, sans-serif"><SPAN style="mso-spacerun: yes"> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><SPAN style="FONT-FAMILY: Arial"><FONT size=3>Enhanced security measures require that all checked baggage undergo some form of screening for prohibited items. Physical search of the luggage is required to clear every alarm. TSA screeners should exercise great care during the screening process to ensure that passengers' belongings are returned and not damaged when a bag needs to be opened. Unfortunately, on some occasions the screening process may fall short of our established standard. We apologize if these high standards were not met.<?xml:namespace prefix = o ns = "urn:schemas-microsoft-com:office:office" /><o:p></o:p></FONT></SPAN></P></SPAN></FONT> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif"><o:p></o:p></FONT> </P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif">We monitor the number and nature of complaints we receive to track trends and spot areas of concern that may require special attention.<SPAN style="mso-spacerun: yes"> </SPAN>This ongoing process will enable us to ensure prompt, corrective action whenever we determine that security screening policies need modification or specific employees or screener teams are the subject of repeated complaints.</FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif"> <o:p></o:p></FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif">The Transportation Security Administration (TSA) is responsible for reviewing all claims relating to the screening of passengers and their baggage.<SPAN style="mso-spacerun: yes"> </SPAN>In order to protect your rights under federal law and to file a valid claim, you must send your claim in writing to TSA, stating the circumstances of the loss and the exact amount you are claiming (fair market value of lost or destroyed property, reasonable cost of repair for damaged property), within two years after your claim accrued.<SPAN style="mso-spacerun: yes"> </SPAN>The claim must be signed by you or your authorized representative (e.g., an attorney or other personal representative with appropriate proof of authority).<SPAN style="mso-spacerun: yes"> </SPAN></FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif"> <o:p></o:p></FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif">You can satisfy the notice requirement by filling out the attached Standard Form 95 (claim form) in accordance with the instructions, and returning it to the address in box #1.<SPAN style="mso-spacerun: yes"> </SPAN>Please be sure to follow the instructions carefully, and to fill out the claim form completely.<SPAN style="mso-spacerun: yes"> </SPAN>While use of the form is not mandatory, it will help you ensure that you meet the legal requirements for filing a claim.<SPAN style="mso-spacerun: yes"> </SPAN></FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif"> <o:p></o:p></FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif"><SPAN style="FONT-SIZE: 12pt; FONT-
FAMILY: Arial; mso-fareast-font-family: 'Times New Roman'; mso-ansi-language: EN-US; mso-fareast-language: EN-US; mso-bidilanguage: AR-SA">Please visit TSAGÇÖs Claims Management OfficeGÇÖs website at <A title=blocked::https://claims.tsa.dhs.gov/ href="https://claims.tsa.dhs.gov/"><FONT size=3>https://claims.tsa.dhs.gov</FONT></A><FONT face="Arial, Helvetica, sansserif"><FONT size=3> </FONT></FONT> for information related to filing a claim, replacement forms, checking the status of a claim and other claim related issues.<SPAN style="mso-spacerun: yes"> </SPAN>If you have additional questions that are not addressed on this website, please contact the Claims Management Office at <A href="http://[email protected]/">[email protected]</A>.</SPAN></FONT><FONT face="Arial, Helvetica, sansserif"> </FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif"><o:p></o:p></FONT> </P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif">Once the Claims Management Office has received your claim form, you will be sent a letter of acknowledgement and a claim number.<SPAN style="mso-spacerun: yes"> </SPAN>You should keep the claim number for future reference when inquiring about your claim.<SPAN style="mso-spacerun: yes"> </SPAN>TSA will try to resolve your claim as quickly as possible, but it may need time to make a further investigation of the facts.<SPAN style="mso-spacerun: yes"> </SPAN>If TSA denies your claim, or has not finally resolved it within six months after you have filed it, you may have a right to bring your claim to court.<SPAN style="mso-spacerun: yes"> </SPAN></FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif"></FONT> </P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif"><SPAN style="FONT-SIZE: 12pt; FONTFAMILY: Arial; mso-fareast-font-family: 'Times New Roman'; mso-ansi-language: EN-US; mso-fareast-language: EN-US; mso-bidilanguage: AR-SA"></SPAN></FONT><FONT face="Arial, Helvetica, sans-serif">We appreciate your taking the time to share your thoughts and concerns with us.<SPAN style="mso-spacerun: yes"> </SPAN></FONT><FONT face="Arial, Helvetica, sansserif"><SPAN style="FONT-FAMILY: Arial">We also encourage you to check the latest information at <A href="http://www.tsa.gov/">www.tsa.gov</A>.<o:p></o:p></SPAN></FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif"><o:p></o:p></FONT> </P><SPAN style="FONT-SIZE: 12pt; FONT-FAMILY: 'Times New Roman'; mso-fareast-font-family: 'Times New Roman'; mso-ansi-language: EN-US; mso-fareast-language: EN-US; mso-bidi-language: AR-SA"><FONT face="Arial, Helvetica, sans-serif">TSA Contact Center</FONT><B style="mso-bidi-font-weight: normal"><U><FONT face="Arial, Helvetica, sans-serif"> <BR style="PAGE-BREAK-BEFORE: always; msospecial-character: line-break" clear=all></FONT></U></B></SPAN><FONT face="Tahoma, Verdana, Arial" size=2></FONT></FONT></FONT></FONT></FONT></FONT></FONT></FONT></FONT></FONT></DIV> </FONT><BR><br><br><DIV>--- Original Message ---<BR>From: <(b) (6) ><BR>Received: 7/1/2008 9:39:43 AM Eastern Standard Time (GMT - 4:00 )<BR>To: "TSA Contact Center" <[email protected]><BR>Subject: Customer Service Feedback<BR><BR> <META content="MS Exchange Server version 6.5.7651.59" name=Generator><!-- Converted from text/plain format --> <P><FONT size=2>THIS GENERATED EMAIL HAS BEEN SENT FROM TSA INTERNET CONTACT US-CUSTOMER SERVICE</FONT> </P> <P><FONT size=2>Remote Client IP: (b) (6) </FONT> <BR><FONT size=2>System Time: 6/30/2008 6:45:28 PM</FONT> <BR><FONT size=2>__________________________________________</FONT> </P> <P><FONT size=2>User Name: </FONT><BR><FONT size=2 (b) (6) /FONT> </P> <P><FONT size=2>User Email: </FONT><BR><FONT size=2>(b) (6) </FONT> <BR><FONT size=2>__________________________________________</FONT> </P> <P><FONT size=2>To:</FONT> <BR><FONT size=2>[email protected]</FONT> </P> <P><FONT size=2>Category: </FONT><BR><FONT size=2>Complaints</FONT> </P> <P><FONT size=2>Sub Category: </FONT><BR><FONT size=2>Customer Service</FONT> </P> <P><FONT size=2>Message: </FONT><BR><FONT size=2>June 2, 2008 I emailed American Airlines and let them know of my missing lingerie that was STOLEN from my suitcase. 2 full length satin nightgowns, 1 full length satin nightgown and matching robe, 1 shorty nightgown and robe, 10 panties, one black bra, 2 long body briefers, 10 pair men's brief shorts and 10 pair men's socks. On Thursday, May 29th my husband and I traveled from London to Chicago on American Flight #91. Then to Oklahoma City on Flight #4090. Our baggage did not arrive on the Flight #4090 in OKC but arrived around 2:00pm on 5-30-2008. I did not unpack my bags until 6-12008 when I discovered the STOLEN items. The cost for me to replace these items is $287.82 of which I have the receipt. In my luggage were TSA inspection inserts so I know my baggage was searched and items were STOLEN. Today I received an email from American Airlines stating they are not ultimately responsible but TSA is and advised contacting your department. I am very frustrated by American Airlines. I am hoping that TSA will step up to the plate and recover the expenses for our STOLEN items. American citizens should benefit from TSA searches with regards to protecting the public, not providing the TSA employee with gifts on the side. Flying is not a luxury anymore but a big gamble of arriving at a desired destination with everything intact. I look forward to your prompt reply and resolution of this continuing inconvenience.</FONT></P> <P><FONT size=2>Sincerely,</FONT> <BR><FONT size=2 (b) (6) </FONT> <BR><FONT size=2>(b) (6) </FONT> <BR><FONT size=2>(b) (6) </FONT> <BR><FONT size=2>(b) (6) </FONT> <BR><FONT size=2>(b) (6) </FONT> <BR><FONT size=2>Email: (b) (6) </FONT></P> <P><FONT size=2>__________________________________________</FONT> <BR><FONT size=2>Date and Time of message: 6/30/2008 6:45:28 PM</FONT> </P></DIV><BR><BR>------ TCC Control Number: ------<BR><<#214478-297209#>></body></html> END RECORD
CONTACT RECORD
EID: 50063776 Contact Type: Contact Date: 2008-08-14 19:46:24 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2008-08-14 19:46:24 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Caller says that his TSA approved lock was missing from his checked bag after being screened. Body: Agent Notes: SF-95 form on the TSA.gov website. SF-95 form on the TSA.gov website. SF-95 form on the TSA.gov website. Notice of Inspection was left. Follow Up: To TSOC Date: From TSOC Date: Last Updated By: Last Update Date: Opening Agent: Opened Date: 8/14/2008 7:46:24 PM Linked Event IDs:
(b) (6)
Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, PHX Phoenix, AZ, USA - Sky Harbor International Airport, Airline: Southwest AirlinesSouthwest Airlines, Subject Category: TSA Approved Locks - Missing or Damaged - TSA Approved Locks - Missing or Damaged Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 50115606 Contact Type: Contact Date: 2007-11-20 09:41:51 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2007-11-20 09:48:39 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Items damaged in checked bag @OKC (Laptop Damage) Body: Agent Notes: Provided caller with information on the claims process, and web address given to file a claim Provided caller with information on the claims process, and web address given to file a claim Provided caller with information on the claims process, and web address given to file a claim, Caller reporting she traveled on the 19th Nov from OKC into DAL with a final location inside ABQ via Southwest Airlines departing 4pm. Caller stated she had a NOI inside the luggage; as a result her laptop is currently damage the screen is cracked. Gave caller information to file a claim and apologize for the damage of laptop. Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Opening Agent: Opened Date: 11/20/2007 9:41:51 AM Linked Event IDs:
(b) (6)
Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, Airline: Southwest AirlinesSouthwest Airlines, Subject Category: Claim Form Requests-Checked Bag - Claim Form Requests-Checked Bag Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 50118892 Contact Type: Contact Date: 2007-10-08 11:47:58 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2007-10-02 14:35:00 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Items missing from checked bag @ OKC (Jewelry). Body: Agent Notes: Provided Lost and Found information to caller and web address given to file a claim Provided Lost and Found information to caller and web address given to file a claim Provided Lost and Found information to caller and web address given to file a claim Caller reporting jewelry missing from check luggage. She traveled from OKC into STL via Southwest Airlines Flight# 1064. Caller reporting she had a NOI inside her luggage. She went through gate/term 14. Web address given to file a claim. Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Opening Agent: Opened Date: 10/8/2007 11:47:58 AM Linked Event IDs:
(b) (6)
Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, STL St Louis, MO, USA - Lambert-St Louis Internatl, Airline: Southwest AirlinesSouthwest Airlines, Subject Category: Claim Form Requests - Missing items from Checked Baggage - Claim Form Requests - Missing items from Checked Baggage Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 50119028 Contact Type: Contact Date: Medium: EMAIL Contact Status: CLOSED Incident Date: Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: (b) (6) Subject: Body: THIS GENERATED EMAIL HAS BEEN SENT FROM TSA INTERNET CONTACT US-CUSTOMER SERVICE Remote Client IP: (b) (6) System Time: 6/28/2007 8:36:04 PM __________________________________________ User Name:
(b) (6)
User Email:
(b) (6)
__________________________________________ To: [email protected] Category: Complaints Sub Category: Customer Service Message: On June 13th, Wednesday, I flew from OKC (2457) to Dallas (3435) to Pensacola, FL by American Airlines. When I arrived in Pensacola, I took a taxi to the hotel and realized that my suitcase had TSA tape around the mid section at the zipper. I thought that it had been searched, although I had never had tape placed on it. In the hotel, I pulled the tape off and discovered the my TSA lock, the rings on my zipper and the zipper heads were gone! The suitcase was still taped but no way to zip or unzip it. I then found the TSA lock, zipper rings and heads in the size pocket of my suitcase. The lock hook had been bent. I spoke with American Airlines and they stated that due to the TSA tape that it was not their issue. I was placed in a bind in Pensacola without a suitcase and had to purchase the only one I could find to get back home, I then had to purchase one to replace it once I did come home since I was traveling the next day to Denver for another business trip. I would like a refund for my replacement suitcase which I had to leave in Pensacola since I could not use it. I still have the TSA tape, TSA lock, and zipper parts in my possession. I will wait for your immediate response to this situation. Thank you. (b) (6) cell (b) (6) if you need to contact me. Thanks again. __________________________________________ Date and Time of message: 6/28/2007 8:36:04 PM
Agent Notes: Claim Request Claim Request, Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Opening Agent: Opened Date: 6/29/2007 7:21:59 AM Linked Event IDs: Responses: Response Airport: OKCOKC Airline: Subject Category: CLAIM FORM REQUESTS CHECKED - CLAIM FORM REQUESTS CHECKED Interaction Type: COMPLAINT Response Email: From: Prior Vendor To: (b) (6) Subject: Re: Customer Service Feedback <<#104927-165284#>> Body: <html><HEAD><STYLE>p {margin-bottom: 0; margin-top: 0;}</STYLE></HEAD><body><FONT SIZE="2"> <DIV STYLE="font-family: Arial;color: #000000;"><FONT size=3><FONT size=3><FONT size=3><FONT size=3><FONT size=3> <P class=MsoNormal style="MARGIN: 0in 0in 0pt; mso-layout-grid-align: none"><SPAN style="FONT-SIZE: 11pt; mso-bidi-font-size: 10.0pt"><FONT face="Arial, Helvetica, sans-serif" size=3>Thank you for your e-mail message.<SPAN style="mso-spacerun: yes"> </SPAN></FONT></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt; mso-layout-grid-align: none"><SPAN style="FONT-SIZE: 11pt; FONT-FAMILY: Fixedsys; mso-bidi-font-size: 9.0pt; mso-bidi-font-family: Fixedsys"><FONT face="Arial, Helvetica, sans-serif"><FONT size=3> </FONT></FONT></SPAN><SPAN style="FONT-SIZE: 11pt; FONT-FAMILY: Fixedsys; mso-bidi-font-size: 9.0pt; mso-bidifont-family: Fixedsys"><FONT face="Arial, Helvetica, sans-serif"><FONT size=3> <?xml:namespace prefix = o ns = "urn:schemasmicrosoft-com:office:office" /><o:p></o:p></FONT></FONT></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt; mso-layout-grid-align: none"><SPAN style="FONT-SIZE: 11pt; FONT-FAMILY: Fixedsys; mso-bidi-font-size: 9.0pt; mso-bidi-font-family: Fixedsys"><FONT face="Arial, Helvetica, sans-serif"><FONT size=3>The Transportation Security Administration (TSA) is responsible for reviewing all claims relating to the screening of passengers and their baggage.<SPAN style="mso-spacerun: yes"> </SPAN>In order to protect your rights under federal law and to file a valid claim, you must send your claim in writing to TSA, stating the circumstances of the loss and the exact amount you are claiming (fair market value of lost or destroyed property, reasonable cost of repair for damaged property), within two years after your claim accrued.<SPAN style="mso-spacerun: yes"> </SPAN>The claim must be signed by you or your authorized representative (e.g., an attorney or other personal representative with appropriate proof of authority).<SPAN style="mso-spacerun: yes"> </SPAN><o:p></o:p></FONT></FONT></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt; mso-layout-grid-align: none"><SPAN style="FONT-SIZE: 11pt; FONT-FAMILY: Fixedsys; mso-bidi-font-size: 9.0pt; mso-bidi-font-family: Fixedsys"><FONT face="Arial, Helvetica, sans-serif"><FONT size=3> <o:p></o:p></FONT></FONT></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt; mso-layout-grid-align: none"><SPAN style="FONT-SIZE: 11pt; FONT-FAMILY: Fixedsys; mso-bidi-font-size: 9.0pt; mso-bidi-font-family: Fixedsys"><FONT face="Arial, Helvetica, sans-serif"><FONT size=3>You can satisfy the notice requirement by filling out the attached Standard Form 95 (claim form) in accordance with the instructions, and returning it to the address in box #1.<SPAN style="mso-spacerun: yes"> </SPAN>Please be sure to follow the instructions carefully, and to fill out the claim form completely.<SPAN style="mso-spacerun: yes"> </SPAN>While use of the form is not mandatory, it will help you ensure that you meet the legal requirements for filing a claim.<SPAN style="mso-spacerun: yes"> </SPAN><o:p></o:p></FONT></FONT></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt; mso-layout-grid-align: none"><SPAN style="FONT-SIZE: 11pt; FONT-FAMILY: Fixedsys; mso-bidi-font-size: 9.0pt; mso-bidi-font-family: Fixedsys"><FONT face="Arial, Helvetica, sans-serif"><FONT size=3> <o:p></o:p></FONT></FONT></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt; mso-layout-grid-align: none"><SPAN style="FONT-SIZE: 11pt; FONT-FAMILY: Fixedsys; mso-bidi-font-size: 9.0pt; mso-bidi-font-family: Fixedsys"><FONT face="Arial, Helvetica, sans-serif"><FONT size=3>Once the Claims Management Office has received your claim form, you will be sent a letter of acknowledgement and a claim number.<SPAN style="mso-spacerun: yes"> </SPAN>You should keep the claim number for future reference when inquiring about your claim.<SPAN style="mso-spacerun: yes"> </SPAN>TSA will try to resolve your claim as quickly as possible, but it may need time to make a further investigation of the facts.<SPAN style="mso-spacerun: yes"> </SPAN>If TSA denies your claim, or has not finally resolved it within six months after you have filed it, you may have a right to bring your claim to court.<SPAN style="msospacerun: yes"> </SPAN><o:p></o:p></FONT></FONT></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt; mso-layout-grid-align: none"><SPAN style="FONT-SIZE: 11pt; FONT-FAMILY: Fixedsys; mso-bidi-font-size: 9.0pt; mso-bidi-font-family: Fixedsys"><FONT face="Arial, Helvetica, sans-serif"><FONT
size=3> <o:p></o:p></FONT></FONT></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt; mso-layout-grid-align: none"><SPAN style="FONT-SIZE: 11pt; FONT-FAMILY: Fixedsys; mso-bidi-font-size: 9.0pt; mso-bidi-font-family: Fixedsys"><FONT face="Arial, Helvetica, sans-serif"><FONT size=3>Please visit TSAGÇÖs Claims Management OfficeGÇÖs website at </FONT><A title=blocked::https://claims.tsa.dhs.gov/ href="https://claims.tsa.dhs.gov/"><FONT size=3>https://claims.tsa.dhs.gov</FONT></A></FONT><FONT face="Arial, Helvetica, sansserif"><FONT size=3> for information related to filing a claim, checking the status of a claim and other claim related issues.<o:p></o:p></FONT></FONT></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt; mso-layout-grid-align: none"><SPAN style="FONT-SIZE: 11pt; FONT-FAMILY: Fixedsys; mso-bidi-font-size: 9.0pt; mso-bidi-font-family: Fixedsys"><FONT face="Arial, Helvetica, sans-serif"><FONT size=3> <o:p></o:p></FONT></FONT></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt; mso-layout-grid-align: none"><SPAN style="FONT-SIZE: 11pt; FONT-FAMILY: Fixedsys; mso-bidi-font-size: 9.0pt; mso-bidi-font-family: Fixedsys"><FONT face="Arial, Helvetica, sans-serif" size=3>We hope that this provides you with all of the information you need. If you have additional questions related to the claims process, please contact the Claims Management Office at </FONT><A href="mailto:[email protected]"><SPAN style="COLOR: windowtext"><FONT face="Arial, Helvetica, sans-serif" size=3>[email protected]</FONT></SPAN></A><FONT face="Arial, Helvetica, sans-serif" size=3>. </FONT></SPAN><SPAN style="FONT-SIZE: 11pt; mso-bidi-font-size: 12.0pt"><FONT face="Arial, Helvetica, sansserif"><FONT size=3>Please visit our website at <A href="http://www.tsa.gov/">www.tsa.gov</A> for additional information about TSA.<SPAN style="mso-spacerun: yes"> </SPAN>We continue to add new information and encourage you to check the website frequently for updated information.<o:p></o:p></FONT></FONT></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt; mso-layout-grid-align: none"><SPAN style="FONT-SIZE: 11pt; FONT-FAMILY: Fixedsys; mso-bidi-font-size: 9.0pt; mso-bidi-font-family: Fixedsys"><FONT face="Arial, Helvetica, sans-serif"><FONT size=3> <o:p></o:p></FONT></FONT></SPAN></P><SPAN style="FONT-SIZE: 11pt; FONT-FAMILY: Fixedsys; mso-bidi-font-size: 9.0pt; mso-fareast-font-family: 'Times New Roman'; mso-ansi-language: EN-US; mso-fareast-language: EN-US; mso-bidi-language: ARSA; mso-bidi-font-family: Fixedsys"><FONT face="Arial, Helvetica, sans-serif" size=3>TSA Contact Center</FONT></SPAN></FONT></FONT></FONT></FONT></FONT></DIV> <DIV STYLE="font-family: Arial;color: #000000;"></DIV> </FONT><BR><br><br><DIV>--- Original Message ---<BR>From: <(b) (6) t><BR>Received: 6/29/2007 7:21:59 AM Eastern Standard Time (GMT - 4:00 )<BR>To: "TSA Contact Center" <[email protected]><BR>Subject: Customer Service Feedback<BR><BR> <META content="MS Exchange Server version 6.5.6944.0" name=Generator><!-- Converted from text/plain format --> <P><FONT size=2>THIS GENERATED EMAIL HAS BEEN SENT FROM TSA INTERNET CONTACT US-CUSTOMER SERVICE</FONT> </P> <P><FONT size=2>Remote Client IP: (b) (6) </FONT> <BR><FONT size=2>System Time: 6/28/2007 8:36:04 PM</FONT> <BR><FONT size=2>__________________________________________</FONT> </P> <P><FONT size=2>User Name: </FONT><BR><FONT size=2>(b) (6) </FONT> </P> <P><FONT size=2>User Email: </FONT><BR><FONT size=2>(b) (6) </FONT> <BR><FONT size=2>__________________________________________</FONT> </P> <P><FONT size=2>To:</FONT> <BR><FONT size=2>[email protected]</FONT> </P> <P><FONT size=2>Category: </FONT><BR><FONT size=2>Complaints</FONT> </P> <P><FONT size=2>Sub Category: </FONT><BR><FONT size=2>Customer Service</FONT> </P> <P><FONT size=2>Message: </FONT><BR><FONT size=2>On June 13th, Wednesday, I flew from OKC (2457) to Dallas (3435) to Pensacola, FL by American Airlines. When I arrived in Pensacola, I took a taxi to the hotel and realized that my suitcase had TSA tape around the mid section at the zipper. I thought that it had been searched, although I had never had tape placed on it. In the hotel, I pulled the tape off and discovered the my TSA lock, the rings on my zipper and the zipper heads were gone! The suitcase was still taped but no way to zip or unzip it. I then found the TSA lock, zipper rings and heads in the size pocket of my suitcase. The lock hook had been bent.</FONT></P> <P><FONT size=2>I spoke with American Airlines and they stated that due to the TSA tape that it was not their issue. I was placed in a bind in Pensacola without a suitcase and had to purchase the only one I could find to get back home, I then had to purchase one to replace it once I did come home since I was traveling the next day to Denver for another business trip.</FONT></P> <P><FONT size=2>I would like a refund for my replacement suitcase which I had to leave in Pensacola since I could not use it. I still have the TSA tape, TSA lock, and zipper parts in my possession. I will wait for your immediate response to this situation.</FONT></P> <P><FONT size=2>Thank you. (b) (6) </FONT> <BR><FONT size=2>cell - (b) (6) if you need to contact me.</FONT> <BR><FONT size=2>Thanks again.</FONT> </P> <P><FONT size=2>__________________________________________</FONT> <BR><FONT size=2>Date and Time of message: 6/28/2007 8:36:04 PM</FONT> </P></DIV><BR><BR>------ TCC Control Number: ------<BR><<#104927-165284#>></body></html> END RECORD
CONTACT RECORD
EID: 50121371 Contact Type: Contact Date: Medium: EMAIL Contact Status: CLOSED Incident Date: Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Body: THIS GENERATED EMAIL HAS BEEN SENT FROM TSA INTERNET CONTACT US-CUSTOMER SERVICE
(b) (6)
(b) (6)
Remote Client IP: (b) (6) System Time: 6/28/2007 11:02:27 AM __________________________________________ User Name:
(b) (6)
User Email:
(b) (6)
__________________________________________ To: [email protected] Category: Complaints Sub Category: All Other Complaints Message: I do quite a bit of traveling. You wonder why passengers are rude? The experience I had in OKC was the worst. 1st I came through the TSA checkpoint next to AA. The women at the screening machine said, in a very rude manner to 2 girls in fornt of me, to "go check that bag in because you aint comin thru here with that. I'm sure something happend before I arrived, but thats what I saw. when it came to my turn, she said take off your belt, shoes, money, etc. I asked her if she needed my ID. She said "take your boarding pass". I asked again "do you need my ID". She said "I know who you are I've seen tons of those". I have a FAA ID on a FAA neck band. She said "put it in the machine. I walked through the screen machine and went to get my stuff. As I passed her she sucked her teeth and whispered "whatever". I totally ignored her because I really didn't want to start a problem before my flight. I have been trying to get home for the 2nd day after being in OKC for a month. I really didn't want to spend a night in jail. Something has to be done. They are there to provide a service and safety. Not to be rude and belittle the customers. I came through at 9:10am. The girl was black, I think she had braids and glasses. I wish I had gotten a name. I don't know if you keep track of who is doing what at the checkpoints. For my 2nd complaint. I packed a box with oil and vineger, golfballs and a crockpot. I marked the box "Fragile Glass". I placed the oil and vinager standing up with protection around it. I know the chance that I was taking. Well, whoever openned my box to check it, never cared how it all went back together. Upon arrival in FLL I noticed the stain on the box. I know it could have been the airlines. What I am saying is a customer will go through the problem of packing things safe. TSA should do the same. It seems that no matter where I go, TSA is rude. Not all but most. Most of the screeners in FLL are good.
__________________________________________ Date and Time of message: 6/28/2007 11:02:27 AM Agent Notes: Consumer Complaint BCC/CSM Response Consumer Complaint BCC/CSM Response, bcc/kim wagner Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Opening Agent: Opened Date: 6/29/2007 7:26:14 AM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, Airline: Subject Category: DISCOURTEOUS/UNPROFESSIONAL TREATMENTS - DISCOURTEOUS/UNPROFESSIONAL TREATMENTS Interaction Type: COMPLAINT Response Email: From: Prior Vendor To: (b) (6) Subject: Re: Customer Service Feedback <<#105169-165540#>> Body: <html><HEAD><STYLE>p {margin-bottom: 0; margin-top: 0;}</STYLE></HEAD><body><FONT SIZE="2"> <DIV STYLE="font-family: Arial;color: #000000;"><FONT size=3><FONT size=3><FONT size=3><FONT size=3><FONT size=3><FONT size=3> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif">Thank you for your email message. We are sorry you were unhappy with your recent travel experience.</FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif"> <?xml:namespace prefix = o ns = "urn:schemas-microsoft-com:office:office" /><o:p></o:p></FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif">Because your complaint is regarding screening at<SPAN style="mso-spacerun: yes"> OKC airport</SPAN>, we have forwarded a copy of your email to the Customer Service Manager at that airport. The Customer Service Manager is responsible for ensuring that the screener workforce adheres to TSA principles for professional processing.</FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif"> <o:p></o:p></FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif">We monitor the number and nature of complaints we receive to track trends and spot areas of concern that may require special attention. This ongoing process will enable us to ensure prompt, corrective action whenever we determine that security-screening policies need modification or specific employees or screener teams are the subjects of repeated complaints.</FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif"> <o:p></o:p></FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif">Again, the TSA offers sincere apologies for the discomfort you experienced while traveling and</FONT><SPAN style="FONT-SIZE: 12pt; FONT-FAMILY: Arial; mso-fareast-fontfamily: 'Times New Roman'; mso-ansi-language: EN-US; mso-fareast-language: EN-US; mso-bidi-language: AR-SA"> encourage you to check the latest information at <A href="http://www.tsa.gov/">www.tsa.gov</A>.</SPAN><FONT face=Arial></FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif"> <o:p></o:p></FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif">TSA Contact Center</FONT></P><FONT face="Tahoma, Verdana, Arial" size=2></FONT></FONT></FONT></FONT></FONT></FONT></FONT></DIV> <DIV STYLE="font-family: Arial;color: #000000;"></DIV> </FONT><BR><br><br><DIV>--- Original Message ---<BR>From: < ><BR>Received: 6/29/2007 7:26:13 AM Eastern Standard Time (GMT - 4:00 )<BR>To: "TSA Contact Center" <[email protected]><BR>Subject: Customer Service Feedback<BR><BR> <META content="MS Exchange Server version 6.5.6944.0" name=Generator><!-- Converted from text/plain format --> <P><FONT size=2>THIS GENERATED EMAIL HAS BEEN SENT FROM TSA INTERNET CONTACT US-CUSTOMER SERVICE</FONT> </P> <P><FONT size=2>Remote Client IP: (b) (6) </FONT> <BR><FONT size=2>System Time: 6/28/2007 11:02:27 AM</FONT> <BR><FONT size=2>__________________________________________</FONT> </P> <P><FONT size=2>User Name: </FONT><BR><FONT size=2> </P> <P><FONT size=2>User Email: </FONT><BR><FONT size=2> /FONT> <BR><FONT size=2>__________________________________________</FONT> </P> <P><FONT size=2>To:</FONT> <BR><FONT size=2>[email protected]</FONT> </P> <P><FONT size=2>Category: </FONT><BR><FONT size=2>Complaints</FONT> </P> <P><FONT size=2>Sub Category: </FONT><BR><FONT size=2>All Other Complaints</FONT> </P>
(b) (6)
(b) (6)
<P><FONT size=2>Message: </FONT><BR><FONT size=2>I do quite a bit of traveling. You wonder why passengers are rude? The experience I had in OKC was the worst. 1st I came through the TSA checkpoint next to AA. The women at the screening machine said, in a very rude manner to 2 girls in fornt of me, to "go check that bag in because you aint comin thru here with that. I'm sure something happend before I arrived, but thats what I saw. when it came to my turn, she said take off your belt, shoes, money, etc. I asked her if she needed my ID. She said "take your boarding pass". I asked again "do you need my ID". She said "I know who you are I've seen tons of those". I have a FAA ID on a FAA neck band. She said "put it in the machine. I walked through the screen machine and went to get my stuff. As I passed her she sucked her teeth and whispered "whatever". I totally ignored her because I really didn't want to start a problem before my flight. I have been trying to get home for the 2nd day after being in OKC for a month. I really didn't want to spend a night in jail. Something has to be done. They are there to provide a service and safety. Not to be rude and belittle the customers. </FONT></P> <P><FONT size=2>I came through at 9:10am. The girl was black, I think she had braids and glasses. I wish I had gotten a name. I don't know if you keep track of who is doing what at the checkpoints.</FONT></P> <P><FONT size=2>For my 2nd complaint. I packed a box with oil and vineger, golfballs and a crockpot. I marked the box "Fragile Glass". I placed the oil and vinager standing up with protection around it. I know the chance that I was taking. Well, whoever openned my box to check it, never cared how it all went back together. Upon arrival in FLL I noticed the stain on the box. I know it could have been the airlines. What I am saying is a customer will go through the problem of packing things safe. TSA should do the same. </FONT></P> <P><FONT size=2>It seems that no matter where I go, TSA is rude. Not all but most. Most of the screeners in FLL are good.</FONT> </P> <P><FONT size=2>__________________________________________</FONT> <BR><FONT size=2>Date and Time of message: 6/28/2007 11:02:27 AM</FONT> </P></DIV><BR><BR>------ TCC Control Number: ------<BR><<#105169-165540#>></body></html> END RECORD
CONTACT RECORD
EID: 50126569 Contact Type: Contact Date: 2007-07-01 14:14:23 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2007-06-30 15:00:00 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Items missing from checked bag @ OKC - paintings on drawing paper, kids sports certificates
(b) (6)
7/1/07 OKC to ORD to FRA to MUN NOI was in bag Gate# 3 UALA# ?? @ 7pm Bag# 0016UA-255084 Body: Agent Notes: Provided Lost and Found information to caller and walked caller thru web for claim forms. Provided Lost and Found information to caller and walked caller thru web for claim forms. Provided Lost and Found information to caller and walked caller thru web for claim forms. Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Opening Agent: Opened Date: 7/1/2007 2:14:23 PM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, ORD Chicago, IL, USA - O'hare International Airport, FRA,Frankfurt, Germany - Frankfurt International, MUC,Munich, Germany - Franz Josef Strauss, Airline: United Airlines -¬United Airlines -¬, Subject Category: Claim Form Requests - Missing items from Checked Baggage - Claim Form Requests - Missing items from Checked Baggage Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 50127224 Contact Type: Contact Date: 2007-07-05 19:02:30 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2007-07-05 19:02:30 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Items damaged in checked bag @ (OKC/Laptop) Body: Agent Notes: Provided caller with information on the claims process, and SF-95 Downloaded Provided caller with information on the claims process, and SF-95 DownloadedProvided caller with information on the claims process, and SF-95 mailed on (Date), NOI PRESENT fl#2434;fl#780 Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Opening Agent: Opened Date: 7/5/2007 7:02:30 PM Linked Event IDs: Responses: Response Airport: OKCOKC Airline: Southwest AirlinesSouthwest Airlines, Subject Category: Claim Form Requests-Checked Bag - Claim Form Requests-Checked Bag Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 50128224 Contact Type: Contact Date: Medium: EMAIL Contact Status: CLOSED Incident Date: Contact Prefix: Contact First Name: Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: (b) (6) Subject: Body: THIS GENERATED EMAIL HAS BEEN SENT FROM TSA INTERNET CONTACT US-CUSTOMER SERVICE
(b) (6)
Remote Client IP: (b) (6) System Time: 6/29/2007 1:13:52 PM __________________________________________ User Name:
(b) (6)
User Email:
(b) (6)
__________________________________________ To: [email protected] Category: All Other Inquiries Message: When traveling on American Airlines upon inspection at Oklahoma City on 4-5-07, my pillow soft nasal mask to my CPAP machine was broken. Then value of this is about $390. We were not aware of the breakage until that evening when it was time for bed. __________________________________________ Date and Time of message: 6/29/2007 1:13:52 PM Agent Notes: Claim Request Claim Request, Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Opening Agent: Opened Date: 6/30/2007 9:56:19 AM Linked Event IDs: Responses: Response Airport: OKCOKC,Oklahoma City, OK, USA - Will Rogers World Airport, Airline: Subject Category: CLAIM FORM REQUESTS CARRY-ON - CLAIM FORM REQUESTS CARRY-ON
Interaction Type: COMPLAINT Response Email: From: Prior Vendor To: (b) (6) Subject: Re: Customer Service Feedback <<#105396-165804#>> Body: <html><HEAD><STYLE>p {margin-bottom: 0; margin-top: 0;}</STYLE></HEAD><body><FONT SIZE="2"> <DIV STYLE="font-family: Arial;color: #000000;"><FONT size=3><FONT size=3><FONT size=3><FONT size=3><FONT size=3> <P class=MsoNormal style="MARGIN: 0in 0in 0pt; mso-layout-grid-align: none"><SPAN style="FONT-SIZE: 11pt; mso-bidi-font-size: 10.0pt"><FONT face="Arial, Helvetica, sans-serif" size=3>Thank you for your e-mail message.<SPAN style="mso-spacerun: yes"> </SPAN></FONT></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt; mso-layout-grid-align: none"><SPAN style="FONT-SIZE: 11pt; FONT-FAMILY: Fixedsys; mso-bidi-font-size: 9.0pt; mso-bidi-font-family: Fixedsys"><FONT face="Arial, Helvetica, sans-serif"><FONT size=3> </FONT></FONT></SPAN><SPAN style="FONT-SIZE: 11pt; FONT-FAMILY: Fixedsys; mso-bidi-font-size: 9.0pt; mso-bidifont-family: Fixedsys"><FONT face="Arial, Helvetica, sans-serif"><FONT size=3> <?xml:namespace prefix = o ns = "urn:schemasmicrosoft-com:office:office" /><o:p></o:p></FONT></FONT></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt; mso-layout-grid-align: none"><SPAN style="FONT-SIZE: 11pt; FONT-FAMILY: Fixedsys; mso-bidi-font-size: 9.0pt; mso-bidi-font-family: Fixedsys"><FONT face="Arial, Helvetica, sans-serif"><FONT size=3>The Transportation Security Administration (TSA) is responsible for reviewing all claims relating to the screening of passengers and their baggage.<SPAN style="mso-spacerun: yes"> </SPAN>In order to protect your rights under federal law and to file a valid claim, you must send your claim in writing to TSA, stating the circumstances of the loss and the exact amount you are claiming (fair market value of lost or destroyed property, reasonable cost of repair for damaged property), within two years after your claim accrued.<SPAN style="mso-spacerun: yes"> </SPAN>The claim must be signed by you or your authorized representative (e.g., an attorney or other personal representative with appropriate proof of authority).<SPAN style="mso-spacerun: yes"> </SPAN><o:p></o:p></FONT></FONT></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt; mso-layout-grid-align: none"><SPAN style="FONT-SIZE: 11pt; FONT-FAMILY: Fixedsys; mso-bidi-font-size: 9.0pt; mso-bidi-font-family: Fixedsys"><FONT face="Arial, Helvetica, sans-serif"><FONT size=3> <o:p></o:p></FONT></FONT></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt; mso-layout-grid-align: none"><SPAN style="FONT-SIZE: 11pt; FONT-FAMILY: Fixedsys; mso-bidi-font-size: 9.0pt; mso-bidi-font-family: Fixedsys"><FONT face="Arial, Helvetica, sans-serif"><FONT size=3>You can satisfy the notice requirement by filling out the attached Standard Form 95 (claim form) in accordance with the instructions, and returning it to the address in box #1.<SPAN style="mso-spacerun: yes"> </SPAN>Please be sure to follow the instructions carefully, and to fill out the claim form completely.<SPAN style="mso-spacerun: yes"> </SPAN>While use of the form is not mandatory, it will help you ensure that you meet the legal requirements for filing a claim.<SPAN style="mso-spacerun: yes"> </SPAN><o:p></o:p></FONT></FONT></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt; mso-layout-grid-align: none"><SPAN style="FONT-SIZE: 11pt; FONT-FAMILY: Fixedsys; mso-bidi-font-size: 9.0pt; mso-bidi-font-family: Fixedsys"><FONT face="Arial, Helvetica, sans-serif"><FONT size=3> <o:p></o:p></FONT></FONT></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt; mso-layout-grid-align: none"><SPAN style="FONT-SIZE: 11pt; FONT-FAMILY: Fixedsys; mso-bidi-font-size: 9.0pt; mso-bidi-font-family: Fixedsys"><FONT face="Arial, Helvetica, sans-serif"><FONT size=3>Once the Claims Management Office has received your claim form, you will be sent a letter of acknowledgement and a claim number.<SPAN style="mso-spacerun: yes"> </SPAN>You should keep the claim number for future reference when inquiring about your claim.<SPAN style="mso-spacerun: yes"> </SPAN>TSA will try to resolve your claim as quickly as possible, but it may need time to make a further investigation of the facts.<SPAN style="mso-spacerun: yes"> </SPAN>If TSA denies your claim, or has not finally resolved it within six months after you have filed it, you may have a right to bring your claim to court.<SPAN style="msospacerun: yes"> </SPAN><o:p></o:p></FONT></FONT></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt; mso-layout-grid-align: none"><SPAN style="FONT-SIZE: 11pt; FONT-FAMILY: Fixedsys; mso-bidi-font-size: 9.0pt; mso-bidi-font-family: Fixedsys"><FONT face="Arial, Helvetica, sans-serif"><FONT size=3> <o:p></o:p></FONT></FONT></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt; mso-layout-grid-align: none"><SPAN style="FONT-SIZE: 11pt; FONT-FAMILY: Fixedsys; mso-bidi-font-size: 9.0pt; mso-bidi-font-family: Fixedsys"><FONT face="Arial, Helvetica, sans-serif"><FONT size=3>Please visit TSAGÇÖs Claims Management OfficeGÇÖs website at </FONT><A title=blocked::https://claims.tsa.dhs.gov/ href="https://claims.tsa.dhs.gov/"><FONT size=3>https://claims.tsa.dhs.gov</FONT></A></FONT><FONT face="Arial, Helvetica, sansserif"><FONT size=3> for information related to filing a claim, checking the status of a claim and other claim related issues.<o:p></o:p></FONT></FONT></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt; mso-layout-grid-align: none"><SPAN style="FONT-SIZE: 11pt; FONT-FAMILY: Fixedsys; mso-bidi-font-size: 9.0pt; mso-bidi-font-family: Fixedsys"><FONT face="Arial, Helvetica, sans-serif"><FONT size=3> <o:p></o:p></FONT></FONT></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt; mso-layout-grid-align: none"><SPAN style="FONT-SIZE: 11pt; FONT-FAMILY: Fixedsys; mso-bidi-font-size: 9.0pt; mso-bidi-font-family: Fixedsys"><FONT face="Arial, Helvetica, sans-serif" size=3>We hope that this provides you with all of the information you need. If you have additional questions related to the claims process, please contact the Claims Management Office at </FONT><A href="mailto:[email protected]"><SPAN style="COLOR: windowtext"><FONT face="Arial, Helvetica, sans-serif" size=3>[email protected]</FONT></SPAN></A><FONT face="Arial, Helvetica, sans-serif"
size=3>. </FONT></SPAN><SPAN style="FONT-SIZE: 11pt; mso-bidi-font-size: 12.0pt"><FONT face="Arial, Helvetica, sansserif"><FONT size=3>Please visit our website at <A href="http://www.tsa.gov/">www.tsa.gov</A> for additional information about TSA.<SPAN style="mso-spacerun: yes"> </SPAN>We continue to add new information and encourage you to check the website frequently for updated information.<o:p></o:p></FONT></FONT></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt; mso-layout-grid-align: none"><SPAN style="FONT-SIZE: 11pt; FONT-FAMILY: Fixedsys; mso-bidi-font-size: 9.0pt; mso-bidi-font-family: Fixedsys"><FONT face="Arial, Helvetica, sans-serif"><FONT size=3> <o:p></o:p></FONT></FONT></SPAN></P><SPAN style="FONT-SIZE: 11pt; FONT-FAMILY: Fixedsys; mso-bidi-font-size: 9.0pt; mso-fareast-font-family: 'Times New Roman'; mso-ansi-language: EN-US; mso-fareast-language: EN-US; mso-bidi-language: ARSA; mso-bidi-font-family: Fixedsys"><FONT face="Arial, Helvetica, sans-serif" size=3>TSA Contact Center</FONT></SPAN></FONT></FONT></FONT></FONT></FONT></DIV> <DIV STYLE="font-family: Arial;color: #000000;"></DIV> </FONT><BR><br><br><DIV>--- Original Message ---<BR>From: <(b) (6) ><BR>Received: 6/30/2007 9:56:18 AM Eastern Standard Time (GMT - 4:00 )<BR>To: "TSA Contact Center" <[email protected]><BR>Subject: Customer Service Feedback<BR><BR> <META content="MS Exchange Server version 6.5.6944.0" name=Generator><!-- Converted from text/plain format --> <P><FONT size=2>THIS GENERATED EMAIL HAS BEEN SENT FROM TSA INTERNET CONTACT US-CUSTOMER SERVICE</FONT> </P> <P><FONT size=2>Remote Client IP: (b) (6) </FONT> <BR><FONT size=2>System Time: 6/29/2007 1:13:52 PM</FONT> <BR><FONT size=2>__________________________________________</FONT> </P> <P><FONT size=2>User Name: </FONT><BR><FONT size=(b) (6) /FONT> </P> <P><FONT size=2>User Email: </FONT><BR><FONT size=2(b) (6) </FONT> <BR><FONT size=2>__________________________________________</FONT> </P> <P><FONT size=2>To:</FONT> <BR><FONT size=2>[email protected]</FONT> </P> <P><FONT size=2>Category: </FONT><BR><FONT size=2>All Other Inquiries</FONT> </P> <P><FONT size=2>Message: </FONT><BR><FONT size=2>When traveling on American Airlines upon inspection at Oklahoma City on 4-507, my pillow soft nasal mask to my CPAP machine was broken. Then value of this is about $390. We were not aware of the breakage until that evening when it was time for bed.</FONT></P> <P><FONT size=2>__________________________________________</FONT> <BR><FONT size=2>Date and Time of message: 6/29/2007 1:13:52 PM</FONT> </P></DIV><BR><BR>------ TCC Control Number: ------<BR><<#105396-165804#>></body></html> END RECORD
CONTACT RECORD
EID: 50134983 Contact Type: Contact Date: Medium: EMAIL Contact Status: CLOSED Incident Date: Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Body: My name is (b) (6) and I recently flew to Oklahoma City, OK, from St. Louis, MO, and vise versa, via Southwest Airlines. Upon my arrival home (to St. Louis) I was taking my luggage out to the car and noticed one of my bags had a large rip in it, normally I wouldn't care, I would just buy a new bag, BUT the bag that was ripped is my massage table bag, later getting home I noticed a "Transportation Security Administration Notice of Baggage Inspection" paper in my massage table. It is obvious that while the TSA was 'inspecting' my bag they mishandled it and picked it up, not by the 3 handles available on the bag, but by the straps that buckle and insure the bag is closed properly, thus tearing and ruining my massage table bag. I would like to know how we will properly solve this problem. Thanks for your time
(b) (6)
(b) (6)
(b) (6)
_____ Park yourself in front of a world of choices in alternative vehicles. Visit the Yahoo! Auto Green Center. <http://us.rd.yahoo.com/evt=48246/*http://autos.yahoo.com/green_center/;_ylc=X3oDMTE5cDF2bXZzBF9TAzk3MTA3MDc2BHNlYwNtYWl sdGFncwRzbGsDZ3JlZW4tY2VudGVy> Agent Notes: Claim Request Claim Request, Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Opening Agent: Opened Date: 7/5/2007 9:05:01 AM Linked Event IDs: Responses: Response Airport: OKCOKC Airline: Subject Category: CLAIM FORM REQUESTS CHECKED - CLAIM FORM REQUESTS CHECKED Interaction Type: COMPLAINT Response Email: From: Prior Vendor To: (b) (6)
Subject: Re: <<#106746-167411#>> Body: <html><HEAD><STYLE>p {margin-bottom: 0; margin-top: 0;}</STYLE></HEAD><body><FONT SIZE="2"> <DIV STYLE="font-family: Arial;color: #000000;"><FONT size=3><FONT size=3><FONT size=3><FONT size=3><FONT size=3> <P class=MsoNormal style="MARGIN: 0in 0in 0pt; mso-layout-grid-align: none"><SPAN style="FONT-SIZE: 11pt; mso-bidi-font-size: 10.0pt"><FONT face="Arial, Helvetica, sans-serif" size=3>Thank you for your e-mail message.<SPAN style="mso-spacerun: yes"> </SPAN></FONT></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt; mso-layout-grid-align: none"><SPAN style="FONT-SIZE: 11pt; FONT-FAMILY: Fixedsys; mso-bidi-font-size: 9.0pt; mso-bidi-font-family: Fixedsys"><FONT face="Arial, Helvetica, sans-serif"><FONT size=3> </FONT></FONT></SPAN><SPAN style="FONT-SIZE: 11pt; FONT-FAMILY: Fixedsys; mso-bidi-font-size: 9.0pt; mso-bidifont-family: Fixedsys"><FONT face="Arial, Helvetica, sans-serif"><FONT size=3> <?xml:namespace prefix = o ns = "urn:schemasmicrosoft-com:office:office" /><o:p></o:p></FONT></FONT></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt; mso-layout-grid-align: none"><SPAN style="FONT-SIZE: 11pt; FONT-FAMILY: Fixedsys; mso-bidi-font-size: 9.0pt; mso-bidi-font-family: Fixedsys"><FONT face="Arial, Helvetica, sans-serif"><FONT size=3>The Transportation Security Administration (TSA) is responsible for reviewing all claims relating to the screening of passengers and their baggage.<SPAN style="mso-spacerun: yes"> </SPAN>In order to protect your rights under federal law and to file a valid claim, you must send your claim in writing to TSA, stating the circumstances of the loss and the exact amount you are claiming (fair market value of lost or destroyed property, reasonable cost of repair for damaged property), within two years after your claim accrued.<SPAN style="mso-spacerun: yes"> </SPAN>The claim must be signed by you or your authorized representative (e.g., an attorney or other personal representative with appropriate proof of authority).<SPAN style="mso-spacerun: yes"> </SPAN><o:p></o:p></FONT></FONT></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt; mso-layout-grid-align: none"><SPAN style="FONT-SIZE: 11pt; FONT-FAMILY: Fixedsys; mso-bidi-font-size: 9.0pt; mso-bidi-font-family: Fixedsys"><FONT face="Arial, Helvetica, sans-serif"><FONT size=3> <o:p></o:p></FONT></FONT></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt; mso-layout-grid-align: none"><SPAN style="FONT-SIZE: 11pt; FONT-FAMILY: Fixedsys; mso-bidi-font-size: 9.0pt; mso-bidi-font-family: Fixedsys"><FONT face="Arial, Helvetica, sans-serif"><FONT size=3>You can satisfy the notice requirement by filling out the attached Standard Form 95 (claim form) in accordance with the instructions, and returning it to the address in box #1.<SPAN style="mso-spacerun: yes"> </SPAN>Please be sure to follow the instructions carefully, and to fill out the claim form completely.<SPAN style="mso-spacerun: yes"> </SPAN>While use of the form is not mandatory, it will help you ensure that you meet the legal requirements for filing a claim.<SPAN style="mso-spacerun: yes"> </SPAN><o:p></o:p></FONT></FONT></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt; mso-layout-grid-align: none"><SPAN style="FONT-SIZE: 11pt; FONT-FAMILY: Fixedsys; mso-bidi-font-size: 9.0pt; mso-bidi-font-family: Fixedsys"><FONT face="Arial, Helvetica, sans-serif"><FONT size=3> <o:p></o:p></FONT></FONT></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt; mso-layout-grid-align: none"><SPAN style="FONT-SIZE: 11pt; FONT-FAMILY: Fixedsys; mso-bidi-font-size: 9.0pt; mso-bidi-font-family: Fixedsys"><FONT face="Arial, Helvetica, sans-serif"><FONT size=3>Once the Claims Management Office has received your claim form, you will be sent a letter of acknowledgement and a claim number.<SPAN style="mso-spacerun: yes"> </SPAN>You should keep the claim number for future reference when inquiring about your claim.<SPAN style="mso-spacerun: yes"> </SPAN>TSA will try to resolve your claim as quickly as possible, but it may need time to make a further investigation of the facts.<SPAN style="mso-spacerun: yes"> </SPAN>If TSA denies your claim, or has not finally resolved it within six months after you have filed it, you may have a right to bring your claim to court.<SPAN style="msospacerun: yes"> </SPAN><o:p></o:p></FONT></FONT></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt; mso-layout-grid-align: none"><SPAN style="FONT-SIZE: 11pt; FONT-FAMILY: Fixedsys; mso-bidi-font-size: 9.0pt; mso-bidi-font-family: Fixedsys"><FONT face="Arial, Helvetica, sans-serif"><FONT size=3> <o:p></o:p></FONT></FONT></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt; mso-layout-grid-align: none"><SPAN style="FONT-SIZE: 11pt; FONT-FAMILY: Fixedsys; mso-bidi-font-size: 9.0pt; mso-bidi-font-family: Fixedsys"><FONT face="Arial, Helvetica, sans-serif"><FONT size=3>Please visit TSAGÇÖs Claims Management OfficeGÇÖs website at </FONT><A title=blocked::https://claims.tsa.dhs.gov/ href="https://claims.tsa.dhs.gov/"><FONT size=3>https://claims.tsa.dhs.gov</FONT></A></FONT><FONT face="Arial, Helvetica, sansserif"><FONT size=3> for information related to filing a claim, checking the status of a claim and other claim related issues.<o:p></o:p></FONT></FONT></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt; mso-layout-grid-align: none"><SPAN style="FONT-SIZE: 11pt; FONT-FAMILY: Fixedsys; mso-bidi-font-size: 9.0pt; mso-bidi-font-family: Fixedsys"><FONT face="Arial, Helvetica, sans-serif"><FONT size=3> <o:p></o:p></FONT></FONT></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt; mso-layout-grid-align: none"><SPAN style="FONT-SIZE: 11pt; FONT-FAMILY: Fixedsys; mso-bidi-font-size: 9.0pt; mso-bidi-font-family: Fixedsys"><FONT face="Arial, Helvetica, sans-serif" size=3>We hope that this provides you with all of the information you need. If you have additional questions related to the claims process, please contact the Claims Management Office at </FONT><A href="mailto:[email protected]"><SPAN style="COLOR: windowtext"><FONT face="Arial, Helvetica, sans-serif" size=3>[email protected]</FONT></SPAN></A><FONT face="Arial, Helvetica, sans-serif" size=3>. </FONT></SPAN><SPAN style="FONT-SIZE: 11pt; mso-bidi-font-size: 12.0pt"><FONT face="Arial, Helvetica, sansserif"><FONT size=3>Please visit our website at <A href="http://www.tsa.gov/">www.tsa.gov</A> for additional information about TSA.<SPAN style="mso-spacerun: yes"> </SPAN>We continue to add new information and encourage you to check the website frequently for updated information.<o:p></o:p></FONT></FONT></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt; mso-layout-grid-align: none"><SPAN style="FONT-SIZE: 11pt; FONT-FAMILY:
Fixedsys; mso-bidi-font-size: 9.0pt; mso-bidi-font-family: Fixedsys"><FONT face="Arial, Helvetica, sans-serif"><FONT size=3> <o:p></o:p></FONT></FONT></SPAN></P><SPAN style="FONT-SIZE: 11pt; FONT-FAMILY: Fixedsys; mso-bidi-font-size: 9.0pt; mso-fareast-font-family: 'Times New Roman'; mso-ansi-language: EN-US; mso-fareast-language: EN-US; mso-bidi-language: ARSA; mso-bidi-font-family: Fixedsys"><FONT face="Arial, Helvetica, sans-serif" size=3>TSA Contact Center</FONT></SPAN></FONT></FONT></FONT></FONT></FONT></DIV> <DIV STYLE="font-family: Arial;color: #000000;"></DIV> </FONT><BR><br><br><DIV>--- Original Message ---<BR>From: "(b) (6) < (b) (6) gt;<BR>Received: 7/5/2007 9:05:00 AM Eastern Standard Time (GMT - 4:00 )<BR>To: "TSA Contact Center" <[email protected]><BR>Subject: <BR><BR> <DIV>My name is , and I recently flew to Oklahoma City, OK, from St. Louis, MO, and vise versa, via Southwest Airlines. Upon my arrival home (to St. Louis) I was taking my luggage out to the car and noticed one of my bags had a large rip in it, normally I wouldn't care, I would just buy a new bag, BUT the bag that was ripped is my massage table bag, later getting home I noticed a "Transportation Security Administration Notice of Baggage Inspection" paper in my massage table. It is obvious that while the TSA was 'inspecting' my bag they mishandled it and picked it up, not by the 3 handles available on the bag, but by the straps that buckle and insure the bag is closed properly, thus tearing and ruining my massage table bag. I would like to know how we will properly solve this problem.</DIV> <DIV>Thanks for your time</DIV> <DIV (b) (6) </DIV><BR><BR> <DIV dir=ltr style="MARGIN-RIGHT: 0px" align=center><FONT color=#00bf60 size=3><STRONG><EM>(b) (6) (b) (6) /EM></STRONG></FONT></DIV> <P> <HR SIZE=1> Park yourself in front of a world of choices in alternative vehicles.<BR><A href="http://us.rd.yahoo.com/evt=48246/*http://autos.yahoo.com/green_center/;_ylc=X3oDMTE5cDF2bXZzBF9TAzk3MTA3MDc2BHNlYwN tYWlsdGFncwRzbGsDZ3JlZW4tY2VudGVy">Visit the Yahoo! Auto Green Center.</A></DIV><BR><BR>------ TCC Control Number: -----<BR><<#106746-167411#>></body></html> END RECORD
(b) (6)
CONTACT RECORD
EID: 50136924 Contact Type: Contact Date: 2009-01-11 15:45:23 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2009-01-11 15:45:23 Contact Prefix: Contact First Name: Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Caller said that her makeup kit was missing from her checked luggage and wanted to get it back Body: Agent Notes: Provided the number to TSA's lost and found at OKC Provided the number to TSA's lost and found at OKC There was a notice of baggage inspection Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Opening Agent: Opened Date: 1/11/2009 3:45:23 PM Linked Event IDs:
(b) (6)
Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, Airline: Subject Category: Lost and Found- TSA - Lost and Found- TSA Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 50139388 Contact Type: Contact Date: 2007-07-06 21:12:14 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2007-07-06 21:12:14 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Caller found extra things in bag Body: Agent Notes: Advised I will email CSM Advised I will email CSMProvided Lost and Found information to caller and SF-95 form mailed on (Date), Brief Description: (b) (6) opened her checked bag to find someone else's under wear and negligee had been placed in her bag. She wants to know what could have caused that error. Please call her at (b) (6) Date of Incident: 07/06/07 Customer Name: (b) (6) Customer Contact Information: (b) (6) Airport: OKC Airline: Express Jet airlines Flight#: 23 Terminal/Gate: Check In/Incident Time: 7:30am Carry On or Checked Baggage: Checked baggage IMS# : 96072159746 Baggage#: XE272171
Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Opening Agent: Opened Date: 7/6/2007 9:12:14 PM Linked Event IDs: Responses: Response Airport: OKCOKC Airline: Express Jet AirlinesExpress Jet Airlines, Subject Category: Claim Form Requests - Missing items from Checked Baggage - Claim Form Requests - Missing items from Checked Baggage Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 50149343 Contact Type: Contact Date: 2007-07-11 16:08:37 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2007-07-11 16:08:59 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Items missing from checked bag @ (OKC & Genology Papers). Enter date claim form was mailed., Body: Agent Notes: Provided Lost and Found information to caller and advised caller how to file a claim. Provided Lost and Found information to caller and advised caller how to file a claim. Provided Lost and Found information to caller and advised caller how to file a claim. Provided Lost and Found information to caller and advised caller how to file a claim.Provided Lost and Found information to caller and advised caller how to file a claim. Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Opening Agent: Opened Date: 7/11/2007 4:08:37 PM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, Airline: Southwest AirlinesSouthwest Airlines, Subject Category: Claim Form Requests - Missing items from Checked Baggage - Claim Form Requests - Missing items from Checked Baggage Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 50153959 Contact Type: Contact Date: Medium: EMAIL Contact Status: CLOSED Incident Date: Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: (b) (6) Subject: Body: THIS GENERATED EMAIL HAS BEEN SENT FROM TSA INTERNET CONTACT US-CUSTOMER SERVICE
(b) (6)
Remote Client IP: (b) (6) System Time: 7/17/2007 9:33:44 AM __________________________________________ User Name:
(b) (6)
User Email:
(b) (6)
__________________________________________ To: [email protected] Category: Complaints Sub Category: Customer Service Message: Because we lost an personal carry on item we needed to reenter the secure area to search in a particular restroom in which we thought the item had been left. The time was 9:30 p.m. at the Oklahoma City Airport when the facility was practically deserted. The personell at the check point were particularily unhelpfull and unsympathitic to our situation. There is no reason for this attitude other than it is typical of the attitude most frequently encountered when dealing with TSA personel. I obtained the name and badge number of the individual which was the most offensive and will provide the same to you upon request. Sticking a badge and gun on someone should not give him/her the authority to treat all of the traveling public as so many cattle to be herded and yelled at. The culture of this organization should be revised. __________________________________________ Date and Time of message: 7/17/2007 9:33:44 AM Agent Notes: Consumer Complaint BCC/CSM Response Consumer Complaint BCC/CSM Response, bcc/(b) (6) Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date:
Opening Agent: Opened Date: 7/18/2007 10:22:40 AM Linked Event IDs: Responses: Response Airport: OKCOKC,Oklahoma City, OK, USA - Will Rogers World Airport, Airline: Subject Category: Discourteous- Rude Employee - Discourteous- Rude Employee Interaction Type: COMPLAINT Response Email: From: Prior Vendor To: (b) (6) Subject: Re: Customer Service Feedback <<#110946-172208#>> Body: <html><HEAD><STYLE>p {margin-bottom: 0; margin-top: 0;}</STYLE></HEAD><body><FONT SIZE="2"> <DIV STYLE="font-family: Arial;color: #000000;"><FONT size=3><FONT size=3><FONT size=3><FONT size=3><FONT size=3><FONT size=3> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif">Thank you for your email message. We are sorry you were unhappy with your recent travel experience.</FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif"> <?xml:namespace prefix = o ns = "urn:schemas-microsoft-com:office:office" /><o:p></o:p></FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif">Because your complaint is regarding screening at<SPAN style="mso-spacerun: yes"> Oklahoma City</SPAN>, we have forwarded a copy of your email to the Customer Service Manager at that airport. The Customer Service Manager is responsible for ensuring that the screener workforce adheres to TSA principles for professional processing.</FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif"> <o:p></o:p></FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif">We monitor the number and nature of complaints we receive to track trends and spot areas of concern that may require special attention. This ongoing process will enable us to ensure prompt, corrective action whenever we determine that security-screening policies need modification or specific employees or screener teams are the subjects of repeated complaints.</FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif"> <o:p></o:p></FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif">Again, the TSA offers sincere apologies for the discomfort you experienced while traveling and</FONT><SPAN style="FONT-SIZE: 12pt; FONT-FAMILY: Arial; mso-fareast-fontfamily: 'Times New Roman'; mso-ansi-language: EN-US; mso-fareast-language: EN-US; mso-bidi-language: AR-SA"> encourage you to check the latest information at <A href="http://www.tsa.gov/">www.tsa.gov</A>.</SPAN><FONT face=Arial></FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif"> <o:p></o:p></FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif">TSA Contact Center</FONT></P><FONT face="Tahoma, Verdana, Arial" size=2></FONT></FONT></FONT></FONT></FONT></FONT></FONT></DIV> <DIV STYLE="font-family: Arial;color: #000000;"></DIV> </FONT><BR><br><br><DIV>--- Original Message ---<BR>From: <(b) (6) <BR>Received: 7/18/2007 10:22:39 AM Eastern Standard Time (GMT - 4:00 )<BR>To: "TSA Contact Center" <[email protected]><BR>Subject: Customer Service Feedback<BR><BR> <META content="MS Exchange Server version 6.5.6944.0" name=Generator><!-- Converted from text/plain format --> <P><FONT size=2>THIS GENERATED EMAIL HAS BEEN SENT FROM TSA INTERNET CONTACT US-CUSTOMER SERVICE</FONT> </P> <P><FONT size=2>Remote Client IP: (b) (6) /FONT> <BR><FONT size=2>System Time: 7/17/2007 9:33:44 AM</FONT> <BR><FONT size=2>__________________________________________</FONT> </P> <P><FONT size=2>User Name: </FONT><BR><FONT size=2>(b) (6) </FONT> </P> <P><FONT size=2>User Email: </FONT><BR><FONT size=2>(b) (6) </FONT> <BR><FONT size=2>__________________________________________</FONT> </P> <P><FONT size=2>To:</FONT> <BR><FONT size=2>[email protected]</FONT> </P> <P><FONT size=2>Category: </FONT><BR><FONT size=2>Complaints</FONT> </P> <P><FONT size=2>Sub Category: </FONT><BR><FONT size=2>Customer Service</FONT> </P> <P><FONT size=2>Message: </FONT><BR><FONT size=2>Because we lost an personal carry on item we needed to reenter the secure area to search in a particular restroom in which we thought the item had been left. The time was 9:30 p.m. at the Oklahoma City Airport when the facility was practically deserted. The personell at the check point were particularily unhelpfull and unsympathitic to our situation. There is no reason for this attitude other than it is typical of the attitude most frequently encountered when dealing with TSA personel. I obtained the name and badge number of the individual which was the most offensive and will provide the same to you upon request. </FONT></P> <P><FONT size=2>Sticking a badge and gun on someone should not give him/her the authority to treat all of the traveling public as so many cattle to be herded and yelled at. The culture of this organization should be revised. </FONT></P>
<P><FONT size=2>__________________________________________</FONT> <BR><FONT size=2>Date and Time of message: 7/17/2007 9:33:44 AM</FONT> </P></DIV><BR><BR>------ TCC Control Number: ------<BR><<#110946-172208#>></body></html> END RECORD
CONTACT RECORD
EID: 50161232 Contact Type: Contact Date: 2007-08-01 12:22:31 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2007-07-30 13:30:00 Contact Prefix: (b) (6) Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Items damaged in checked bag @ OKC & antique juice canister and indian pottery. Walked caller thru website to download form. Body: Agent Notes: Provided caller with information on the claims process, and Walked caller thru website to download SF-95. Provided caller with information on the claims process, and Walked caller thru website to download SF-95. Provided caller with information on the claims process, and SF-95 mailed on (Date), Caller reported that TSA screener's mishandled her luggage as well because she specifically wrote on her baggage that ther were fragile items inside which were wrapped in bubble wrap to protect them and the screener's still didn't properly repack her items. Caller's Flight# 225/ Bag Tag# XE 434235 Follow Up: To TSOC Date: From TSOC Date: Last Updated By: Last Update Date: Opening Agent: Opened Date: 8/1/2007 12:22:31 PM Linked Event IDs:
(b) (6)
Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, Airline: Express Jet AirlinesExpress Jet Airlines, Subject Category: Claim Form Requests-Checked Bag - Claim Form Requests-Checked Bag Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 50167350 Contact Type: Contact Date: 2007-08-03 21:01:04 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2007-08-03 12:30:00 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Items damaged in checked bag @ (OKC: $200 CPAP machine's mask) . walked caller through website for claim form Body: Agent Notes: Provided caller with information on the claims process, and walked caller through website for claims form Provided caller with information on the claims process, and walked caller through website for claims formProvided caller with information on the claims process, and SF-95 mailed on (Date), NOI: yes Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Opening Agent: Opened Date: 8/3/2007 9:01:04 PM Linked Event IDs:
(b) (6)
(b) (6)
Responses: Response Airport: OKCIAH Houston, TX, USA - Houston Intercontinental, OKC Oklahoma City, OK, USA - Will Rogers World Airport, Airline: Continental Airlines (present) -¬Continental Airlines (present) -¬, Subject Category: Claim Form Requests-Checked Bag - Claim Form Requests-Checked Bag Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 50170198 Contact Type: Contact Date: Medium: EMAIL Contact Status: CLOSED Incident Date: Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: (b) (6) Subject: Body: -----Original Message----From: (b) (6) Sent: Tuesday, July 24, 2007 4:17 PM To: OCR-externalcompliance, tsa Subject: Customer Service Feedback THIS GENERATED EMAIL HAS BEEN SENT FROM TSA INTERNET CONTACT US-CUSTOMER SERVICE Remote Client IP: (b) (6) System Time: 7/24/2007 4:17:02 PM __________________________________________ User Name:
(b) (6)
User Email:
(b) (6)
_________________ To: [email protected] Category: Complaints Sub Category: Civil Rights Message: Your TSA people in Oklahoma City's Will Rogers Airport obviously don't know the rules, or chose to ignore them, or they are more into racial profiling than they are into protecting the public. I was steered to a line (lane 1) where they took my roll on deodorant (2.6 oz), my lip gloss (which were each less than .5 oz; my fingernail polish (.03 oz) all of these products were perfectly legal for carry on according to the list (which I am going over here online) -- there was no reason for taking my fingernail polish, deodorant, or toothpaste. There was a BIC
cigarette lighter, which I definitely understood might be dangerous -so I had no argument about it being confiscated. However, when I asked about why they were confiscated, especially since they met the size and the polish was in my cosmetic case along with the lip gloss -- I got a snide remark from the TSA guard: "the size was correct but people do some strange things and we don't want to take chances. You never know." He asked me what I wanted to do with them -- I recommended he donate it to charity instead of discarding them. He said I could go back to the back of the line after I got a plastic container -- the upshot was that they discarded my cosmetics under the pretext of safety. Either they don't know the rules, or they're running the rubics of Redneck -- you see a Black person, hassle them. I think they went overboard in the way they spent more than 40 minutes going through my things -- and they did what they did as a b.s. way of justifying their actions. I certainly am as concerned as anyone else about terrorists ...but I don't want gestapo moves made on me under the guise of protection. Thank you __________________________________________ Date and Time of message: 7/24/2007 4:17:02 PM Agent Notes: Forward to CSM Response Forward to CSM Response, fwd Follow Up: To TSOC Date: From TSOC Date: Last Updated By: Last Update Date: Opening Agent: Opened Date: 8/4/2007 10:39:56 AM Linked Event IDs:
(b) (6)
(b) (6)
Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, Airline: Subject Category: Allowance of Acceptable Items-Permitted/Prohibited - Allowance of Acceptable Items-Permitted/Prohibited Interaction Type: COMPLAINT Response Email: From: Prior Vendor To: (b) (6) Subject: Re: Customer Service Feedback <<#114246-178249#>> Body: <html><HEAD><STYLE>p {margin-bottom: 0; margin-top: 0;}</STYLE></HEAD><body><HTML><HEAD><STYLE>p {margin-bottom: 0; margin-top: 0;}</STYLE></HEAD><body><FONT SIZE="2"> <DIV STYLE="font-family: Arial;color: #000000;"><FONT size=3><FONT size=3><FONT size=3><FONT size=3><FONT size=3><FONT size=3><FONT size=3> <P class=MsoNormal style="MARGIN: 0in 0in 0pt" (b) (6) /P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face=Arial></FONT> </P><FONT face="Arial, Helvetica, sans-serif"> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif">The following email is being forwarded to you for review from the TCC. Please contact the consumer to resolve their issue/s addressed in the original email message below and reply with resolution to the TCC Customer Service representative, who will close the TCC record.</FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"></FONT><FONT face="Arial, Helvetica, sans-serif"> <?xml:namespace prefix = o ns = "urn:schemas-microsoft-com:office:office" /><o:p></o:p></FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif">Thank you,</FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif"> <o:p></o:p></FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif">(b) (6) FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt">TSA Contact Center</P><FONT face="Tahoma, Verdana, Arial" size=2></FONT></FONT></FONT></FONT></FONT></FONT></FONT></FONT></DIV> <DIV STYLE="font-family: Arial;color: #000000;"><BR>-----Original Message-----<BR>From: [mailto:(b) (6) ] <BR>Sent: Tuesday, July 24, 2007 4:17 PM<BR>To: OCR-externalcompliance, tsa<BR>Subject: Customer Service Feedback<BR><BR>THIS GENERATED EMAIL HAS BEEN SENT FROM TSA INTERNET CONTACT USCUSTOMER<BR>SERVICE<BR><BR>Remote Client IP: (b) (6) <BR>System Time: 7/24/2007 4:17:02 PM<BR>__________________________________________<BR><BR>User Name: <BR (b) (6) BR><BR>User Email: <BR BR>__________________________________________<BR><BR>To:<BR>tsa.ocr-
(b) (6)
(b) (6)
[email protected]<BR><BR>Category: <BR>Complaints<BR><BR>Sub Category: <BR>Civil Rights<BR><BR>Message: <BR>Your TSA people in Oklahoma City's Will Rogers Airport obviously don't<BR>know the rules, or chose to ignore them, or they are more into racial<BR>profiling than they are into protecting the public. I was steered to a<BR>line (lane 1) where they took my roll on deodorant (2.6 oz), my lip<BR>gloss (which were each less than .5 oz; my fingernail polish (.03 oz) -<BR>all of these products were perfectly legal for carry on according to the<BR>list (which I am going over here online) -- there was no reason for<BR>taking my fingernail polish, deodorant, or toothpaste. There was a BIC<BR>cigarette lighter, which I definitely understood might be dangerous --<BR>so I had no argument about it being confiscated. However, when I asked<BR>about why they were confiscated, especially since they met the size and<BR>the polish was in my cosmetic case along with the lip gloss -- I got a<BR>snide remark from the TSA guard: "the size was correct but people do<BR>some strange things and we don't want to take chances. You never know."<BR>He asked me what I wanted to do with them -- I recommended he donate it<BR>to charity instead of discarding them. He said I could go back to the<BR>back of the line after I got a plastic container -- the upshot was that<BR>they discarded my cosmetics under the pretext of safety. Either they<BR>don't know the rules, or they're running the rubics of Redneck -- you<BR>see a Black person, hassle them. I think they went overboard in the way<BR>they spent more than 40 minutes going through my things -- and they did<BR>what they did as a b.s. way of justifying their actions. I certainly am<BR>as concerned as anyone else about terrorists ...but I don't want gestapo<BR>moves made on me under the guise of protection. Thank you <BR><BR>__________________________________________<BR>Date and Time of message: 7/24/2007 4:17:02 PM</DIV></FONT><BR><BR>------ TCC Control Number: ------<BR><<#114246-178249#>></BODY></HTML></body></html> END RECORD
CONTACT RECORD
EID: 50170763 Contact Type: Contact Date: 2009-02-11 08:22:57 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2009-02-11 08:22:57 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Caller reported long lines at (OKC) Body: Agent Notes: Apologized for the inconvenience and explained that TSA is only responsible for the area beginning at the security checkpoint leading into the secured area. The area leading up to the security checkpoint is regulated by the airport and the airlines that is assigned to that particular terminal. Apologized for the inconvenience and explained that TSA is only responsible for the area beginning at the security checkpoint leading into the secured area. The area leading up to the security checkpoint is regulated by the airport and the airlines that is assigned to that particular terminal., Caller stated that he doesnt know why the pilots/crew and a paper boy was allowed to be screened first thru the crewmember line Advised the caller that TSA doesnt run these lines persay, they are directed as to how to let the passengers and staff members thru
(b) (6)
Caller says screening practices between airports are inconsistent Explained TSA has developed standard screening practices for all of our Nation's airports, and passengers can expect essentially the same procedures. While the procedures are the same everywhere, the interpretation of those procedures results in some slight variations from airport to airport - situation to situation.
Caller asked for the OKC airport phone number Advised caller to contact the airport and provided the airport's phone number., Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Opening Agent: Opened Date: 2/11/2009 8:22:57 AM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, Airline: Continental Airlines (present) -¬Continental Airlines (present) -¬, Southwest Airlines, Subject Category: Lengthy Wait- Long Lines - Lengthy Wait- Long Lines Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 50178761 Contact Type: Contact Date: 2008-07-25 18:56:37 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2008-07-23 07:30:37 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Items damaged in checked bag @ OKC - Cologne spilled and got all over belongings Body: Agent Notes: Provided caller with information on the claims process, and walked caller thru web for claim forms. Provided caller with information on the claims process, and walked caller thru web for claim forms. 7/23/08 NOI was in bag AALA# 1675 @ 9:10am Gate# 24 OKC-DFW-CID Bag# AA914716 Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Opening Agent: Opened Date: 7/25/2008 6:56:37 PM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, DFW Dallas/Ft Worth, TX, USA - Dallas Ft Worth International, CID,Cedar Rapids, IA, USA - Municipal, Airline: American Airlines -¬American Airlines -¬, Subject Category: Claim Form Requests-Checked Bag - Claim Form Requests-Checked Bag Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 50180032 Contact Type: Contact Date: 2007-08-09 09:24:38 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2007-08-09 09:24:39 Contact Prefix: (b) (6) Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Flight helmet bag with keys and documents, pair of military boots, and an army jacket missing from checked bag@ OKC Body: Agent Notes: Provided Lost and Found information to caller and will download claim form Provided Lost and Found information to caller and will download claim form Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Opening Agent: Opened Date: 8/9/2007 9:24:38 AM Linked Event IDs:
(b) (6)
Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, Airline: Subject Category: Claim Form Requests - Missing items from Checked Baggage - Claim Form Requests - Missing items from Checked Baggage Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 50182631 Contact Type: Contact Date: Medium: EMAIL Contact Status: CLOSED Incident Date: Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: (b) (6) Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: (b) (6) Subject: ISSUE, Baggage Inspection Complaint Body: You recently inspected my baggage, and while I have no problem with you doing that, one of the bags had a trashbag with a couple bottles of rubbing compound in it. I had put it in the trash bag in case it was treated roughly, and the bottles busted. Your inspector didn't untie the trashbag and look inside, they ripped it open. Now I have a blanket and a bunch of my kid's stuffed animals that are ruined, because they have rubbing compound all over them. If you are going to RIP something, you should at LEAST put it back into another bag!! That goes beyond inspection...you're now ruining peoples stuff. We flew Southwest Flight 1955 From OKC to PHX on 10-19-2007. It should have left at 7:20pm but it left at 8:20pm. --
(b) (6)
IT Manager EZ Dispatch Agent Notes: General Complaint w/Claim Response General Complaint w/Claim Response, Bcc/csm: Follow Up: To TSOC Date: From TSOC Date: Last Updated By: Last Update Date: Opening Agent: Opened Date: 10/24/2007 9:57:40 AM Linked Event IDs:
(b) (6)
(b) (6)
Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, Airline: Subject Category: Claim Form Requests-Checked Bag - Claim Form Requests-Checked Bag Interaction Type: COMPLAINT Response Email: From: Prior Vendor To: (b) (6) Subject: Re: Baggage Inspection Complaint <<#136379-202739#>> Body:
<html><HEAD><STYLE>p {margin-bottom: 0; margin-top: 0;}</STYLE></HEAD><body><FONT SIZE="2"> <DIV STYLE="font-family: Arial;color: #000000;"><FONT size=3><FONT size=3><FONT size=3><FONT size=3><FONT size=3><FONT size=3><FONT size=3><FONT size=3> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif">Thank you for your electronic mail message concerning your travel experience.<SPAN style="mso-spacerun: yes"> </SPAN></FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif"><SPAN style="mso-spacerun: yes"></SPAN></FONT> </P><FONT face="Arial, Helvetica, sans-serif"><SPAN style="mso-spacerun: yes"> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><SPAN style="FONT-FAMILY: Arial"><FONT size=3>Enhanced security measures require that all checked baggage undergo some form of screening for prohibited items. Physical search of the luggage is required to clear every alarm. TSA screeners should exercise great care during the screening process to ensure that passengers' belongings are returned and not damaged when a bag needs to be opened. Unfortunately, on some occasions the screening process may fall short of our established standard. We apologize if these high standards were not met.<?xml:namespace prefix = o ns = "urn:schemas-microsoft-com:office:office" /><o:p></o:p></FONT></SPAN></P></SPAN></FONT> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif"><o:p></o:p></FONT> </P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif">We monitor the number and nature of complaints we receive to track trends and spot areas of concern that may require special attention.<SPAN style="mso-spacerun: yes"> </SPAN>This ongoing process will enable us to ensure prompt, corrective action whenever we determine that security screening policies need modification or specific employees or screener teams are the subject of repeated complaints.</FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif"> <o:p></o:p></FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif">The Transportation Security Administration (TSA) is responsible for reviewing all claims relating to the screening of passengers and their baggage.<SPAN style="mso-spacerun: yes"> </SPAN>In order to protect your rights under federal law and to file a valid claim, you must send your claim in writing to TSA, stating the circumstances of the loss and the exact amount you are claiming (fair market value of lost or destroyed property, reasonable cost of repair for damaged property), within two years after your claim accrued.<SPAN style="mso-spacerun: yes"> </SPAN>The claim must be signed by you or your authorized representative (e.g., an attorney or other personal representative with appropriate proof of authority).<SPAN style="mso-spacerun: yes"> </SPAN></FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif"> <o:p></o:p></FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif">You can satisfy the notice requirement by filling out the attached Standard Form 95 (claim form) in accordance with the instructions, and returning it to the address in box #1.<SPAN style="mso-spacerun: yes"> </SPAN>Please be sure to follow the instructions carefully, and to fill out the claim form completely.<SPAN style="mso-spacerun: yes"> </SPAN>While use of the form is not mandatory, it will help you ensure that you meet the legal requirements for filing a claim.<SPAN style="mso-spacerun: yes"> </SPAN></FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif"> <o:p></o:p></FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif"><SPAN style="FONT-SIZE: 12pt; FONTFAMILY: Arial; mso-fareast-font-family: 'Times New Roman'; mso-ansi-language: EN-US; mso-fareast-language: EN-US; mso-bidilanguage: AR-SA">Please visit TSAGÇÖs Claims Management OfficeGÇÖs website at <A title=blocked::https://claims.tsa.dhs.gov/ href="https://claims.tsa.dhs.gov/"><FONT size=3>https://claims.tsa.dhs.gov</FONT></A><FONT face="Arial, Helvetica, sansserif"><FONT size=3> </FONT></FONT> for information related to filing a claim, replacement forms, checking the status of a claim and other claim related issues.<SPAN style="mso-spacerun: yes"> </SPAN>If you have additional questions that are not addressed on this website, please contact the Claims Management Office at <A href="http://[email protected]/">[email protected]</A>.</SPAN></FONT><FONT face="Arial, Helvetica, sansserif"> </FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif"><o:p></o:p></FONT> </P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif">Once the Claims Management Office has received your claim form, you will be sent a letter of acknowledgement and a claim number.<SPAN style="mso-spacerun: yes"> </SPAN>You should keep the claim number for future reference when inquiring about your claim.<SPAN style="mso-spacerun: yes"> </SPAN>TSA will try to resolve your claim as quickly as possible, but it may need time to make a further investigation of the facts.<SPAN style="mso-spacerun: yes"> </SPAN>If TSA denies your claim, or has not finally resolved it within six months after you have filed it, you may have a right to bring your claim to court.<SPAN style="mso-spacerun: yes"> </SPAN></FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif"></FONT> </P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif"><SPAN style="FONT-SIZE: 12pt; FONTFAMILY: Arial; mso-fareast-font-family: 'Times New Roman'; mso-ansi-language: EN-US; mso-fareast-language: EN-US; mso-bidilanguage: AR-SA"></SPAN></FONT><FONT face="Arial, Helvetica, sans-serif">We appreciate your taking the time to share your thoughts and concerns with us.<SPAN style="mso-spacerun: yes"> </SPAN>We are confident that the training that we provide to the new Federal workforce will result in a courteous and professional staff of security screeners so that your unfortunate experience is not repeated.</FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif"></FONT> </P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif"><SPAN style="FONT-FAMILY: Arial">We encourage you to check the latest information at <A href="http://www.tsa.gov/">www.tsa.gov</A>.<o:p></o:p></SPAN></FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif"><o:p></o:p></FONT> </P><SPAN style="FONT-SIZE: 12pt; FONT-FAMILY: 'Times New Roman'; mso-fareast-font-family: 'Times New Roman'; mso-ansi-language: EN-US; mso-fareast-language: EN-US; mso-bidi-language: AR-SA"><FONT face="Arial, Helvetica, sans-serif">TSA Contact Center</FONT><B style="mso-bidi-font-weight: normal"><U><FONT face="Arial, Helvetica, sans-serif"> <BR style="PAGE-BREAK-BEFORE: always; msospecial-character: line-break" clear=all></FONT></U></B></SPAN><FONT face="Tahoma, Verdana, Arial" size=2></FONT></FONT></FONT></FONT></FONT></FONT></FONT></FONT></FONT></DIV>
<DIV STYLE="font-family: Arial;color: #000000;"></DIV> </FONT><BR><br><br><DIV>--- Original Message ---<BR>From: "(b) (6) " <(b) (6) ><BR>Received: 10/24/2007 9:57:39 AM Eastern Standard Time (GMT - 4:00 )<BR>To: "TSA Contact Center" <[email protected]><BR>Subject: Baggage Inspection Complaint<BR><BR> <META content="MS Exchange Server version 6.5.7638.1" name=Generator><!-- Converted from text/plain format --> <P><FONT size=2>You recently inspected my baggage, and while I have no problem with you </FONT><BR><FONT size=2>doing that, one of the bags had a trashbag with a couple bottles of </FONT><BR><FONT size=2>rubbing compound in it. I had put it in the trash bag in case it was </FONT><BR><FONT size=2>treated roughly, and the bottles busted. Your inspector didn't untie </FONT><BR><FONT size=2>the trashbag and look inside, they ripped it open. Now I have a blanket </FONT><BR><FONT size=2>and a bunch of my kid's stuffed animals that are ruined, because they </FONT><BR><FONT size=2>have rubbing compound all over them. If you are going to RIP something, </FONT><BR><FONT size=2>you should at LEAST put it back into another bag!! That goes beyond </FONT><BR><FONT size=2>inspection...you're now ruining peoples stuff.</FONT> </P> <P><FONT size=2>We flew Southwest Flight 1955 From OKC to PHX on 10-19-2007. It should </FONT><BR><FONT size=2>have left at 7:20pm but it left at 8:20pm.</FONT> </P> <P><FONT size=2>-- </FONT><BR><FONT size=2>(b) (6) /FONT> <BR><FONT size=2>IT Manager</FONT> <BR><FONT size=2>EZ Dispatch</FONT> </P></DIV><BR><BR>------ TCC Control Number: ------<BR><<#136379-202739#>></body></html> END RECORD
CONTACT RECORD
EID: 50183138 Contact Type: Contact Date: 2008-04-15 13:28:51 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2008-04-10 07:45:00 Contact Prefix: Contact First Name: Contact Middle Initial: Contact Last Name: Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Items missing from checked bag@(OKC & Face Cleanser) Body: Agent Notes: Provided Lost and Found information to caller and gave web address to down load SF-95 form. Provided Lost and Found information to caller and gave web address to down load SF-95 form. NOI inside of bag Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Opening Agent: Opened Date: 4/15/2008 1:28:51 PM Linked Event IDs:
(b) (6)
(b) (6)
Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport Airline: United Airlines United Airlines United Airlines Subject Category: Claim Form Requests - Missing items from Checked Baggage - Claim Form Requests - Missing items from Checked Baggage Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 50187581 Contact Type: Contact Date: 2008-01-22 14:13:04 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2008-01-22 14:13:06 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Caller asked for a letter or something stating he is allowed to go behind the scenes in every airport he travels to make sure that the TSO's are placing his musical equipment back in the box correctly, advise caller if the screening is not done out in the open there is no one who can allow him behind the scenes. Caller requested a supervisor transferred call to (b) (6) Body: Agent Notes: Informed caller that TSA applies a variety of security measures in screening passengers and their property prior to boarding a flight. In some instances, this includes enhanced screening of passengers and their carry-on baggage, which may be triggered by a number of factors. For instance, TSA may apply additional screening to a passenger in order to resolve an alarm of the walk through metal detector. TSA also applies enhanced screening to individuals selected by TSA's Computerized Passenger Prescreening System (CAPPS), which identifies passengers for additional screening based on factors reflected in their reservation information, or on a random basis. The ""S"" or notations may have been placed on your boarding pass by the airlines based on TSA security procedures for implementation of CAPPS. Informed caller that TSA applies a variety of security measures in screening passengers and their property prior to boarding a flight. In some instances, this includes enhanced screening of passengers and their carry-on baggage, which may be triggered by a number of factors. For instance, TSA may apply additional screening to a passenger in order to resolve an alarm of the walk through metal detector. TSA also applies enhanced screening to individuals selected by TSA's Computerized Passenger Pre-screening System (CAPPS), which identifies passengers for additional screening based on factors reflected in their reservation information, or on a random basis. The ""S"" or notations may have been placed on your boarding pass by the airlines based on TSA security procedures for implementation of CAPPS. Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Opening Agent: Opened Date: 1/22/2008 2:13:04 PM Linked Event IDs:
(b) (6)
Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, PHX Phoenix, AZ, USA - Sky Harbor International Airport Airline: Subject Category: Secondary Screening - General - Secondary Screening - General Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 50190034 Contact Type: Contact Date: 2007-12-01 13:46:10 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2007-12-01 13:46:33 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Items missing from checked bag@OKC was a laptop. Enter date claim form was mailed., form will be downloaded. Body: Agent Notes: Provided Lost and Found information to caller and SF-95 form will be downloaded. Provided Lost and Found information to caller and SF-95 form will be downloaded. Bag Claim#: 8001729889 Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Opening Agent: Opened Date: 12/1/2007 1:46:10 PM Linked Event IDs:
(b) (6)
Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, Airline: American Airlines -¬1135American Airlines -¬1135 Subject Category: Claim Form Requests - Missing items from Checked Baggage - Claim Form Requests - Missing items from Checked Baggage Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 50200795 Contact Type: Contact Date: 2007-08-16 22:59:22 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2007-08-15 09:30:35 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Caller wanted to report item(s)such as: ( $50.00 cash) were missing from carry on bag. , Body: Agent Notes: Advised caller we will send a CSM complaint to the CSM at that airport who oversees the screening operation. Offered a claim form. Advised caller we will send a CSM complaint to the CSM at that airport who oversees the screening operation. Offered a claim form. Caller denied it stating that she does not want to wind up on a watchlist. Caller departed from OKC on NWAA FLT# The TCC received the following information as a complaint. We are forwarding this to you for information, review or follow-up. Please reply by email, to the TCC Customer Service Representative sending this message, with the results of any follow up action taken on this contact.
Brief Description: Caller said that she had at least $50.00 missing from her carry-on purse handled by several TSA screener's who initially did not explain why they were looking in the bag so many times. Caller said they were taking things out of her purse in an unprofessional way, unlike what she has seen from TSA in the past. The caller said they usually put things back in her purse in a certain way but, not this time. The caller stated several times that she felt she was witnessing a scam by 2 female screener's and one male STSO named (b) (6)who would not give her his last name and would not assist her with what she felt was discourteous and unprofessional treatment and behavior from the other screener's. The caller said they eventually used a small eyeliner in her purse as the reason for the extensive inspection. This caller would like to be contacted to discuss this matter in further detail. The caller did not have all the details of her flight itinerary at this time, she stated that she would have the information by the time she is contacted.
Date of Incident: 8/15/2007 Customer Name: (b) (6) Customer Contact Information (phone number or email address): Airport: OKC Airline: NWAA Flight#: Terminal/Gate: Check In/Incident Time: 9:30:00am Carry On or Checked Baggage: carry-on Baggage Tag Number # /Not Available Event ID#
(b) (6)
Follow Up: To TSOC Date: From TSOC Date:
Last Updated By: (b) (6) Last Update Date: Opening Agent: Opened Date: 8/16/2007 10:59:22 PM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, Airline: Northwest Airlines -¬Northwest Airlines -¬, Subject Category: Mishandling of Passengers Property - Missing Items- Carry-on Baggage - Mishandling of Passengers Property Missing Items- Carry-on Baggage Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 50202678 Contact Type: Contact Date: 2007-08-17 16:55:11 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2007-08-16 15:15:00 Contact Prefix: (b) (6) Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: Contact Suffix: Contact Address 1: (b) (6) Contact Address 2: Contact City: (b) (6) Contact State: (b) (6) Contact Zip: (b) (6) Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Items missing from checked bag@OKC & Nike sunglasses. 8/18/2007 claim form was mailed., Body: Agent Notes: Provided Lost and Found information to caller and SF-95 form mailed on 8/18/2007 Provided Lost and Found information to caller and SF-95 form mailed on 8/18/2007Provided Lost and Found information to caller and SF-95 form mailed on (Date), Caller states that a TSA (NOI) was placed inside his luggage. Caller's Flight#456 Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Opening Agent: Opened Date: 8/17/2007 4:55:11 PM Linked Event IDs:
(b) (6)
Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, Airline: Southwest AirlinesSouthwest Airlines, Subject Category: Claim Form Requests - Missing items from Checked Baggage - Claim Form Requests - Missing items from Checked Baggage Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 50202776 Contact Type: Contact Date: 2007-08-17 16:45:39 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2007-08-14 16:45:41 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Items damaged in checked bag @ (OKC & Shampoo spilled all over items in luggage) Body: Agent Notes: Provided caller with information on the claims process, and SF-95 Provided caller with information on the claims process, and SF-95 mailed on (Date), Caller stated there was a NOI inside of bag. Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Opening Agent: Opened Date: 8/17/2007 4:45:39 PM Linked Event IDs: Responses: Response Airport: OKCOKC Airline: Southwest AirlinesSouthwest Airlines, Subject Category: Claim Form Requests-Checked Bag - Claim Form Requests-Checked Bag Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 50216618 Contact Type: Contact Date: 2008-03-15 11:21:10 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2008-03-15 11:21:36 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Items missing from checked bag @ OKC (Toothbrush). NOI enclosed. Body: Agent Notes: Provided Lost and Found information to caller and walked caller thru claim process Provided Lost and Found information to caller and walked caller thru claim process. Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Opening Agent: Opened Date: 3/15/2008 11:21:10 AM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, Airline: Subject Category: Claim Form Requests - Missing items from Checked Baggage - Claim Form Requests - Missing items from Checked Baggage Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 50221575 Contact Type: Contact Date: Medium: EMAIL Contact Status: CLOSED Incident Date: Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: (b) (6) Subject: ISSUE, Re: complaint Body: This occured on a flight from OKC to BZE via Houston TSA-ContactCenter wrote: > > Thank you for your email message. We are sorry you were unhappy with > your recent travel experience. > > > > Please provide us with the specific name of the airport where this > incident may have occurred. We will forward a copy of your complaint > to the Customer Service Manager/Federal Security Director at that > airport to help ensure that the screener work force adheres to TSA > principles for professional processing. > > > > We monitor the number and nature of complaints we receive to track > trends and spot areas of concern that may require special attention. > This ongoing process will enable us to ensure prompt, corrective > action whenever we determine that security-screening policies need > modification or specific employees or screener teams are the subjects > of repeated complaints. > > > > Again, the TSA offers sincere apologies for the discomfort you > experienced while traveling and encourage you to check the latest > information at www.tsa.gov <http://www.tsa.gov/>. > > > > TSA Contact Center > > > > > --- Original Message --> From (b) (6) > Received: 9/25/2007 12:53:55 PM Eastern Standard Time (GMT - 4:00 )
> To: "TSA Contact Center" <[email protected]> > Subject: complaint > > Continental Airlines has been notified and has referred me to you on > this matter. > > Upon my recent return trip to my home in Belize, I discovered one of > your slips of paper stating that my bag had been opened and checked. I > also found that a moneybelt had been taken from my bag. Fortunately the > moneybelt had nothing in it, but it is just the idea that it was stolen > from my bag during one of your security checks. I am appalled at this > behavior from your employees and cannot help wonder just how many other > people lose their valuables in this manner. The moneybelt is of small > value, no more than $30 at most and certainly was not taken for itself > but with the assumption it contained something. It is shameful and your > organization is responsible. I suggest you do something about it. > > Sincerely, > > > > > ------ TCC Control Number: -----> <<#129340-194482#>> Agent Notes: General Complaint w/Claim Response General Complaint w/Claim Response, Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Opening Agent: Opened Date: 9/28/2007 5:46:52 PM Linked Event IDs:
(b) (6)
Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, Airline: Subject Category: Claim Form Requests - Missing items from Checked Baggage - Claim Form Requests - Missing items from Checked Baggage Interaction Type: COMPLAINT Response Email: From: Prior Vendor To:
(b) (6)
Subject: Re: complaint <<#129340-194482#>> Body: <html><HEAD><STYLE>p {margin-bottom: 0; margin-top: 0;}</STYLE></HEAD><body><FONT SIZE="2"> <DIV STYLE="font-family: Arial;color: #000000;"><FONT size=3><FONT size=3><FONT size=3><FONT size=3><FONT size=3><FONT size=3><FONT size=3><FONT size=3> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif">Thank you for your electronic mail message concerning your travel experience.<SPAN style="mso-spacerun: yes"> </SPAN></FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif"><SPAN style="mso-spacerun: yes"></SPAN></FONT> </P><FONT face="Arial, Helvetica, sans-serif"><SPAN style="mso-spacerun: yes"> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><SPAN style="FONT-FAMILY: Arial"><FONT size=3>Enhanced security measures require that all checked baggage undergo some form of screening for prohibited items. Physical search of the luggage is required to clear every alarm. TSA screeners should exercise great care during the screening process to ensure that passengers' belongings are returned and not damaged when a bag needs to be opened. Unfortunately, on some occasions the screening process may fall short of our established standard. We apologize if these high standards were not met.<?xml:namespace prefix = o ns = "urn:schemas-microsoft-com:office:office" /><o:p></o:p></FONT></SPAN></P></SPAN></FONT> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif"><o:p></o:p></FONT> </P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif">We monitor the number and nature of complaints we receive to track trends and spot areas of concern that may require special attention.<SPAN style="mso-spacerun: yes"> </SPAN>This ongoing process will enable us to ensure prompt, corrective action whenever we determine that security
screening policies need modification or specific employees or screener teams are the subject of repeated complaints.</FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif"> <o:p></o:p></FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif">The Transportation Security Administration (TSA) is responsible for reviewing all claims relating to the screening of passengers and their baggage.<SPAN style="mso-spacerun: yes"> </SPAN>In order to protect your rights under federal law and to file a valid claim, you must send your claim in writing to TSA, stating the circumstances of the loss and the exact amount you are claiming (fair market value of lost or destroyed property, reasonable cost of repair for damaged property), within two years after your claim accrued.<SPAN style="mso-spacerun: yes"> </SPAN>The claim must be signed by you or your authorized representative (e.g., an attorney or other personal representative with appropriate proof of authority).<SPAN style="mso-spacerun: yes"> </SPAN></FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif"> <o:p></o:p></FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif">You can satisfy the notice requirement by filling out the attached Standard Form 95 (claim form) in accordance with the instructions, and returning it to the address in box #1.<SPAN style="mso-spacerun: yes"> </SPAN>Please be sure to follow the instructions carefully, and to fill out the claim form completely.<SPAN style="mso-spacerun: yes"> </SPAN>While use of the form is not mandatory, it will help you ensure that you meet the legal requirements for filing a claim.<SPAN style="mso-spacerun: yes"> </SPAN></FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif"> <o:p></o:p></FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif"><SPAN style="FONT-SIZE: 12pt; FONTFAMILY: Arial; mso-fareast-font-family: 'Times New Roman'; mso-ansi-language: EN-US; mso-fareast-language: EN-US; mso-bidilanguage: AR-SA">Please visit TSAGÇÖs Claims Management OfficeGÇÖs website at <A title=blocked::https://claims.tsa.dhs.gov/ href="https://claims.tsa.dhs.gov/"><FONT size=3>https://claims.tsa.dhs.gov</FONT></A><FONT face="Arial, Helvetica, sansserif"><FONT size=3> </FONT></FONT> for information related to filing a claim, replacement forms, checking the status of a claim and other claim related issues.<SPAN style="mso-spacerun: yes"> </SPAN>If you have additional questions that are not addressed on this website, please contact the Claims Management Office at <A href="http://[email protected]/">[email protected]</A>.</SPAN></FONT><FONT face="Arial, Helvetica, sansserif"> </FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif"><o:p></o:p></FONT> </P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif">Once the Claims Management Office has received your claim form, you will be sent a letter of acknowledgement and a claim number.<SPAN style="mso-spacerun: yes"> </SPAN>You should keep the claim number for future reference when inquiring about your claim.<SPAN style="mso-spacerun: yes"> </SPAN>TSA will try to resolve your claim as quickly as possible, but it may need time to make a further investigation of the facts.<SPAN style="mso-spacerun: yes"> </SPAN>If TSA denies your claim, or has not finally resolved it within six months after you have filed it, you may have a right to bring your claim to court.<SPAN style="mso-spacerun: yes"> </SPAN></FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif"></FONT> </P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif"><SPAN style="FONT-SIZE: 12pt; FONTFAMILY: Arial; mso-fareast-font-family: 'Times New Roman'; mso-ansi-language: EN-US; mso-fareast-language: EN-US; mso-bidilanguage: AR-SA"></SPAN></FONT><FONT face="Arial, Helvetica, sans-serif">We appreciate your taking the time to share your thoughts and concerns with us.<SPAN style="mso-spacerun: yes"> </SPAN>We are confident that the training that we provide to the new Federal workforce will result in a courteous and professional staff of security screeners so that your unfortunate experience is not repeated.</FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif"></FONT> </P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif"><SPAN style="FONT-FAMILY: Arial">We encourage you to check the latest information at <A href="http://www.tsa.gov/">www.tsa.gov</A>.<o:p></o:p></SPAN></FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif"><o:p></o:p></FONT> </P><SPAN style="FONT-SIZE: 12pt; FONT-FAMILY: 'Times New Roman'; mso-fareast-font-family: 'Times New Roman'; mso-ansi-language: EN-US; mso-fareast-language: EN-US; mso-bidi-language: AR-SA"><FONT face="Arial, Helvetica, sans-serif">TSA Contact Center</FONT><B style="mso-bidi-font-weight: normal"><U><FONT face="Arial, Helvetica, sans-serif"> <BR style="PAGE-BREAK-BEFORE: always; msospecial-character: line-break" clear=all></FONT></U></B></SPAN><FONT face="Tahoma, Verdana, Arial" size=2></FONT></FONT></FONT></FONT></FONT></FONT></FONT></FONT></FONT></DIV> <DIV STYLE="font-family: Arial;color: #000000;"></DIV> </FONT><BR><br><br><DIV>--- Original Message ---<BR>From: (b) (6) <BR>Received: 9/28/2007 5:46:52 PM Eastern Standard Time (GMT - 4:00 )<BR>To: "TSA Contact Center" <[email protected]><BR>Subject: Re: complaint<BR><BR> <META content="MS Exchange Server version 6.5.7638.1" name=Generator><!-- Converted from text/plain format --> <P><FONT size=2>This occured on a flight from OKC to BZE via Houston</FONT> </P> <P><FONT size=2>TSA-ContactCenter wrote:</FONT> <BR><FONT size=2>></FONT> <BR><FONT size=2>> Thank you for your email message. We are sorry you were unhappy with </FONT><BR><FONT size=2>> your recent travel experience.</FONT> <BR><FONT size=2>></FONT> <BR><FONT size=2>> </FONT><BR><FONT size=2>></FONT> <BR><FONT size=2>> Please provide us with the specific name of the airport where this </FONT><BR><FONT size=2>> incident may have occurred. We will forward a copy of your complaint </FONT><BR><FONT size=2>> to the Customer Service Manager/Federal Security Director at that </FONT><BR><FONT size=2>> airport to help ensure that the screener work force adheres to TSA </FONT><BR><FONT size=2>> principles for professional processing.</FONT> <BR><FONT size=2>></FONT> <BR><FONT size=2>> </FONT><BR><FONT size=2>></FONT> <BR><FONT size=2>> We monitor the number and nature of complaints we receive to track </FONT><BR><FONT size=2>> trends and spot areas of concern that may require special attention. </FONT><BR><FONT size=2>> This ongoing process will enable us to ensure prompt, corrective </FONT><BR><FONT size=2>> action whenever we determine that security-screening
policies need </FONT><BR><FONT size=2>> modification or specific employees or screener teams are the subjects </FONT><BR><FONT size=2>> of repeated complaints.</FONT> <BR><FONT size=2>></FONT> <BR><FONT size=2>> </FONT><BR><FONT size=2>></FONT> <BR><FONT size=2>> Again, the TSA offers sincere apologies for the discomfort you </FONT><BR><FONT size=2>> experienced while traveling and encourage you to check the latest </FONT><BR><FONT size=2>> information at www.tsa.gov <<A href="http://www.tsa.gov/">http://www.tsa.gov/</A>>.</FONT> <BR><FONT size=2>></FONT> <BR><FONT size=2>> </FONT><BR><FONT size=2>></FONT> <BR><FONT size=2>> TSA Contact Center</FONT> <BR><FONT size=2>></FONT> <BR><FONT size=2>></FONT> <BR><FONT size=2>></FONT> <BR><FONT size=2>></FONT> <BR><FONT size=2>> --- Original Message ---</FONT> <BR><FONT size=2>> From: (b) (6) (b) (6) /FONT> <BR><FONT size=2>> Received: 9/25/2007 12:53:55 PM Eastern Standard Time (GMT - 4:00 )</FONT> <BR><FONT size=2>> To: "TSA Contact Center" <[email protected]></FONT> <BR><FONT size=2>> Subject: complaint</FONT> <BR><FONT size=2>></FONT> <BR><FONT size=2>> Continental Airlines has been notified and has referred me to you on</FONT> <BR><FONT size=2>> this matter.</FONT> <BR><FONT size=2>></FONT> <BR><FONT size=2>> Upon my recent return trip to my home in Belize, I discovered one of</FONT> <BR><FONT size=2>> your slips of paper stating that my bag had been opened and checked. I</FONT> <BR><FONT size=2>> also found that a moneybelt had been taken from my bag. Fortunately the</FONT> <BR><FONT size=2>> moneybelt had nothing in it, but it is just the idea that it was stolen</FONT> <BR><FONT size=2>> from my bag during one of your security checks. I am appalled at this</FONT> <BR><FONT size=2>> behavior from your employees and cannot help wonder just how many other</FONT> <BR><FONT size=2>> people lose their valuables in this manner. The moneybelt is of small</FONT> <BR><FONT size=2>> value, no more than $30 at most and certainly was not taken for itself</FONT> <BR><FONT size=2>> but with the assumption it contained something. It is shameful and your</FONT> <BR><FONT size=2>> organization is responsible. I suggest you do something about it.</FONT> <BR><FONT size=2>></FONT> <BR><FONT size=2>> Sincerely,</FONT> <BR><FONT size=2>> (b) (6) </FONT> <BR><FONT size=2>></FONT> <BR><FONT size=2>></FONT> <BR><FONT size=2>></FONT> <BR><FONT size=2>> </FONT><BR><FONT size=2>> </FONT></P></DIV><BR><BR>------ TCC Control Number: ------<BR><<#129340-194482#>></body></html> END RECORD
CONTACT RECORD
EID: 50222499 Contact Type: Contact Date: 2008-02-05 16:05:24 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2008-02-05 16:05:26 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Items damaged in checked bag @ (OKC) Body: Agent Notes: Provided caller with information on the claims process, and claim form downloaded Provided caller with information on the claims process, and claim form downloaded Noi Present Luggage bag damaged Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Opening Agent: Opened Date: 2/5/2008 4:05:24 PM Linked Event IDs:
(b) (6)
(b) (6)
Responses: Response Airport: OKCOKC,Oklahoma City, OK, USA - Will Rogers World Airport, Airline: Subject Category: Claim Form Requests-Checked Bag - Claim Form Requests-Checked Bag Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 50225154 Contact Type: Contact Date: 2008-01-08 16:59:21 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2008-01-08 16:59:23 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: (b) (6) Contact Address 2: Contact City: (b) (6) Contact State: (b) (6) Contact Zip: (b) (6) Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Caller asked for a claim form to be mailed out to him Body: Agent Notes: Provided caller with information on the claims process, and SF-95 mailed on (01/09/08) Provided caller with information on the claims process, and SF-95 mailed on (01/09/08) Follow Up: To TSOC Date: From TSOC Date: Last Updated By: Last Update Date: Opening Agent: Opened Date: 1/8/2008 4:59:21 PM Linked Event IDs:
(b) (6)
Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, Airline: Subject Category: Claim Form Requests-Checked Bag - Claim Form Requests-Checked Bag Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 50226234 Contact Type: Contact Date: 2008-05-22 21:10:28 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2008-05-22 21:10:28 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Items missing from checked bag @ (OKC & pictures). Body: Agent Notes: Provided Lost and Found information to caller and advised caller of the option to file claim. Provided Lost and Found information to caller and advised caller of the option to file claim. Flight #NW388 Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Opening Agent: Opened Date: 5/22/2008 9:10:28 PM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, MEM Memphis, TN, USA - Memphis International Airport, Airline: Northwest Airlines -¬Northwest Airlines -¬, Subject Category: Claim Form Requests - Missing items from Checked Baggage - Claim Form Requests - Missing items from Checked Baggage Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 50228036 Contact Type: Contact Date: 2007-10-02 20:47:34 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2007-09-26 20:47:36 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Callers bags was in disarray when she received it at John Wayne Body: Agent Notes: Apologized and advised will I document issue. Also sent CSM email upon caller's request Apologized and advised will I document issue. Also sent CSM email upon caller's request The TCC received the following information and we are forwarding this to you for action. We are forwarding this information for your review or follow-up. Please reply by email, to the TCC Customer Service Representative sending this message, with the results of any follow up action taken on this contact. Brief Description: (b) (6) wants to complain that her checked bag was in disarray when she received it at John Wayne. She wants to know why her items were not packed back up like she had packed them to avoid damage to her gifts. She wants to speak to someone about this issue. Please call her at Thank you, Date of Incident: 09/26/2007 Customer Name: (b) (6) Customer Contact Information: Daytime: Night: Airport: OKC Airline: Southwest Flight#: 136 Check In/Incident Time: `11:00am Carry On or Checked Baggage: Checked Event ID: 966721832567822
(b) (6)
(b) (6)
(b) (6)
Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Opening Agent: Opened Date: 10/2/2007 8:47:34 PM Linked Event IDs: Responses: Response Airport: OKCOKC,Oklahoma City, OK, USA - Will Rogers World Airport, Airline: Southwest AirlinesSouthwest Airlines, Subject Category: Claim Form Requests-Checked Bag - Claim Form Requests-Checked Bag Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 50228809 Contact Type: Contact Date: 2007-10-03 11:56:40 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2007-10-03 11:56:40 Contact Prefix: Ms. Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Downy wrinkle spray and umbrella missing from checked bag@ OKC Body: Agent Notes: Advised of the claim process Advised of the claim process Advised the downy spray is not a permitted item. Follow Up: To TSOC Date: From TSOC Date: Last Updated By: Last Update Date: Opening Agent: Opened Date: 10/3/2007 11:56:40 AM Linked Event IDs:
(b) (6)
(b) (6)
Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, Airline: Subject Category: Claim Form Requests - Missing items from Checked Baggage - Claim Form Requests - Missing items from Checked Baggage Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 502347 Contact Type: Normal/General Contact Date: Jun 8 2012 9:54PM Medium: Inbound Call Contact Status: Closed Incident Date: Contact Prefix: Contact First Name: Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: complaint Body: The callers grandson
(b) (6)
Transportation Security Officers (TSOs) are required to be sensitive and considerate, and they are trained to explain what they are doing and what will happen next in the process. We regret if this was not your experience during your security screening. TSA is committed to ensuring that airline passengers are not subjected to additional screening based on discriminatory factors. Absent specific intelligence information, TSA does not include as a screening factor any passenger traits that may be directly associated with race, color, or national or ethnic origin, including a passenger’s name or mode of dress, religion, or gender. TSO training stresses these points. Various security measures are applied at the security checkpoint, and none of these measures, including additional screening, is conducted based on illegal profiling. Illegal profiling is an ineffective security strategy, the predictability of which terrorists could use against us. It is also generally prohibited by the U.S. Constitution and Federal antidiscrimination laws. Please be assured that application of secondary screening is based on objective factors unrelated to the identity of an individual or that person’s personal attributes. Passengers may be selected for additional screening for different reasons: (1) to clear an alarm, (2) to address an irregularity or anomaly in the passenger’s clothing outline, or (3) random selection. Additional screening can involve a patdown inspection, explosives trace detection (ETD) screening, or other forms of inspection. The passenger can request a private screening at any time and a private screening should be offered when the TSO must patdown sensitive areas. During a private screening, another TSA employee will also be present and the passenger may be accompanied by a companion of his or her choosing. Agent Notes: Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Jun 8 2012 10:07PM Opening Agent: Opened Date: 6/8/2012 9:54:22 PM Linked Event IDs:
(b) (6)
Responses: Response Template Name: Racial Profiling or Discrimination Airport: OKC Airline: Subject Category: Screening - Procedures/Process
Interaction Type: Complaint Response Template Name: Patdown General Response Airport: OKC Airline: Subject Category: Patdown - Flyer Interaction Type: Complaint Response Email: END RECORD
CONTACT RECORD
EID: 50235132 Contact Type: Contact Date: 2007-11-07 17:35:17 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2007-11-07 17:35:19 Contact Prefix: (b) (6) Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Items missing from checked bag OKC. NOI in her bag. Caller is missing four bottles of a Medication (Solage) a calculator, 3 pair of shoes. Please contact the caller regarding the medication.
(b) (6)
Body: Agent Notes: Provided Lost and Found website information for filing a claim. Provided Lost and Found website information for filing a claim. Gave caller the information for filing a claim and sent a an email to the CSM. Gave her the number for L&F:405-684-2410 Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Opening Agent: Opened Date: 11/7/2007 5:35:17 PM Linked Event IDs: Responses: Response Airport: OKCOKC,Oklahoma City, OK, USA - Will Rogers World Airport, OKC,Oklahoma City, OK, USA - Will Rogers World Airport, Airline: Subject Category: Claim Form Requests - Missing items from Checked Baggage - Claim Form Requests - Missing items from Checked Baggage Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 50238006 Contact Type: Contact Date: 2007-10-25 21:29:29 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2007-10-25 21:29:31 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Caller's samples in suitcses were crushed, plastic on suitcase was broken off. Body: Agent Notes: Apologized and Advised of claim form Apologized and Advised of claim form Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Opening Agent: Opened Date: 10/25/2007 9:29:29 PM Linked Event IDs:
(b) (6)
Responses: Response Airport: OKCOKC,Oklahoma City, OK, USA - Will Rogers World Airport, Airline: Subject Category: Claim Form Requests-Checked Bag - Claim Form Requests-Checked Bag Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 50245629 Contact Type: Contact Date: 2008-02-04 11:21:11 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2008-02-03 11:23:12 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Items damaged in checked bag @OKC (Coach) Body: Agent Notes: Provided caller with information on the claims process, and gave claim website for claim forms Provided caller with information on the claims process, and gave claim website for claim forms Flight #: 4654 Follow Up: To TSOC Date: From TSOC Date: Last Updated By: Last Update Date: Opening Agent: Opened Date: 2/4/2008 11:21:11 AM Linked Event IDs:
(b) (6)
Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, Airline: Delta AirDelta Air, Subject Category: Claim Form Requests-Checked Bag - Claim Form Requests-Checked Bag Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 50249680 Contact Type: Contact Date: 2007-09-03 16:44:05 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2007-09-01 14:15:00 Contact Prefix: (b) (6) Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Items damaged in checked bag @ OKC & zipper tabs broken off. Walked caller thru website to download form. Body: Agent Notes: Provided caller with information on the claims process, and SF-95 mailed on (Date) Provided caller with information on the claims process, and SF-95 mailed on (Date), Caller states that all zippers except one is broken off his luggage. Caller states that a TSA (NOI) was inside his luggage. Caller's Flight# 1849 Follow Up: To TSOC Date: From TSOC Date: Last Updated By: Last Update Date: Opening Agent: Opened Date: 9/3/2007 4:44:05 PM Linked Event IDs:
(b) (6)
Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, Airline: American Airlines -¬American Airlines -¬, Subject Category: Claim Form Requests-Checked Bag - Claim Form Requests-Checked Bag Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 50249715 Contact Type: Contact Date: 2007-09-03 17:15:43 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2007-09-02 12:01:43 Contact Prefix: Contact First Name: Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Items damaged in checked bag @ (CPAP machine). A chemical spilled on medical device and caller wanted to speak with someone to identify what the chemical was. Body: Agent Notes: Provided caller with information on the claims process, offered to send contact information to CSM Provided caller with information on the claims process, offered to send contact information to CSMProvided caller with information on the claims process, and SF-95 mailed on (Date), chemical Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Opening Agent: Opened Date: 9/3/2007 5:15:43 PM Linked Event IDs:
(b) (6)
(b) (6)
Responses: Response Airport: OKCOKC,Oklahoma City, OK, USA - Will Rogers World Airport, Airline: US Airways (present)US Airways (present), US Airways (present), Subject Category: Claim Form Requests-Checked Bag - Claim Form Requests-Checked Bag Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 50259103 Contact Type: Contact Date: 2007-09-07 12:13:10 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2007-09-06 13:30:00 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Items missing from checked bag@(OKC & Cologne). Body: Agent Notes: Provided Lost and Found information to caller and walked caller through website for claims forms. Provided Lost and Found information to caller and walked caller through website for claims forms. Caller states her nephew flew in to CA but, he is missing an item from his bag. Caller states he had a NOI inside of the bag. Caller states the flight was scheduled to leave around 2:56:00pm Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Opening Agent: Opened Date: 9/7/2007 12:13:10 PM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, SFO San Francisco, CA, USA - San Francisco Intl Airport, Airline: US Airways (present)US Airways (present), Subject Category: Claim Form Requests - Missing items from Checked Baggage - Claim Form Requests - Missing items from Checked Baggage Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 50261667 Contact Type: Contact Date: 2008-07-06 14:14:57 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2008-07-05 11:00:00 Contact Prefix: Mr. Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: USA Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Caller wanted to report that screener made mess of carry-on or checked bag and items were not re-packed properly after screening at (OKC). , Body: Agent Notes: Advised caller we would note issue, and an FYI will be sent to the CSM at that airport who oversees the screening operation. Offered a claim form. Advised caller we would note issue, and an FYI will be sent to the CSM at that airport who oversees the screening operation. Offered a claim form., Caller stated that his checked baggage was mishandled and disarrayed. A pair of his expensive boots was damaged in his checked luggage. His clothes were also thrown back into his luggage without care. Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Opening Agent: Opened Date: 7/6/2008 2:14:57 PM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, Airline: United Airlines -¬United Airlines -¬, Subject Category: Mishandling of Passengers Property - Disarrayed Carry-on/Checked Baggage - Mishandling of Passengers Property Disarrayed Carry-on/Checked Baggage Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 50267527 Contact Type: Contact Date: Medium: EMAIL Contact Status: CLOSED Incident Date: Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: (b) (6) Subject: ISSUE, Customer Service Feedback Body: THIS GENERATED EMAIL HAS BEEN SENT FROM TSA INTERNET CONTACT US-CUSTOMER SERVICE Remote Client IP: (b) (6) System Time: 3/2/2008 4:44:01 AM __________________________________________ User Name: Don Walker User Email:
(b) (6)
To: [email protected] Category: Complaints Sub Category: All Other Complaints
_________________
Message: I purchased my wife a bottle of perfume in france on the way to OKC. On the way back to Djibouti we had it packed in the checked luggage. Can you till me why it was removed from her luggage. it was valued at $150. I did not see any thing that said she could not bring it on checked luggage. This was on a trip from OKC to Djibouti through Detroit and Paris on the 28 of February to the 1st of March. __________________________________________ Date and Time of message: 3/2/2008 4:44:01 AM Agent Notes: Claim Request Claim Request, Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Opening Agent: Opened Date: 3/5/2008 11:06:10 AM Linked Event IDs:
Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, Airline: Subject Category: Claim Form Requests-Checked Bag - Claim Form Requests-Checked Bag Interaction Type: COMPLAINT Response Email: From: Prior Vendor To: (b) (6) Subject: Re: Customer Service Feedback <<#174332-248966#>> Body: <html><HEAD><STYLE>p {margin-bottom: 0; margin-top: 0;}</STYLE></HEAD><body><FONT SIZE="2"> <DIV STYLE="font-family: Arial;color: #000000;"><FONT size=3><FONT size=3><FONT size=3><FONT size=3><FONT size=3> <P class=MsoNormal style="MARGIN: 0in 0in 0pt; mso-layout-grid-align: none"><SPAN style="FONT-SIZE: 11pt; mso-bidi-font-size: 10.0pt"><FONT face="Arial, Helvetica, sans-serif" size=3>Thank you for your e-mail message.<SPAN style="mso-spacerun: yes"> </SPAN></FONT></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt; mso-layout-grid-align: none"><SPAN style="FONT-SIZE: 11pt; FONT-FAMILY: Fixedsys; mso-bidi-font-size: 9.0pt; mso-bidi-font-family: Fixedsys"><FONT face="Arial, Helvetica, sans-serif"><FONT size=3> </FONT></FONT></SPAN><SPAN style="FONT-SIZE: 11pt; FONT-FAMILY: Fixedsys; mso-bidi-font-size: 9.0pt; mso-bidifont-family: Fixedsys"><FONT face="Arial, Helvetica, sans-serif"><FONT size=3> <?xml:namespace prefix = o ns = "urn:schemasmicrosoft-com:office:office" /><o:p></o:p></FONT></FONT></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt; mso-layout-grid-align: none"><SPAN style="FONT-SIZE: 11pt; FONT-FAMILY: Fixedsys; mso-bidi-font-size: 9.0pt; mso-bidi-font-family: Fixedsys"><FONT face="Arial, Helvetica, sans-serif"><FONT size=3>The Transportation Security Administration (TSA) is responsible for reviewing all claims relating to the screening of passengers and their baggage.<SPAN style="mso-spacerun: yes"> </SPAN>In order to protect your rights under federal law and to file a valid claim, you must send your claim in writing to TSA, stating the circumstances of the loss and the exact amount you are claiming (fair market value of lost or destroyed property, reasonable cost of repair for damaged property), within two years after your claim accrued.<SPAN style="mso-spacerun: yes"> </SPAN>The claim must be signed by you or your authorized representative (e.g., an attorney or other personal representative with appropriate proof of authority).<SPAN style="mso-spacerun: yes"> </SPAN><o:p></o:p></FONT></FONT></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt; mso-layout-grid-align: none"><SPAN style="FONT-SIZE: 11pt; FONT-FAMILY: Fixedsys; mso-bidi-font-size: 9.0pt; mso-bidi-font-family: Fixedsys"><FONT face="Arial, Helvetica, sans-serif"><FONT size=3> <o:p></o:p></FONT></FONT></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt; mso-layout-grid-align: none"><SPAN style="FONT-SIZE: 11pt; FONT-FAMILY: Fixedsys; mso-bidi-font-size: 9.0pt; mso-bidi-font-family: Fixedsys"><FONT face="Arial, Helvetica, sans-serif"><FONT size=3>You can satisfy the notice requirement by filling out the attached Standard Form 95 (claim form) in accordance with the instructions, and returning it to the address in box #1.<SPAN style="mso-spacerun: yes"> </SPAN>Please be sure to follow the instructions carefully, and to fill out the claim form completely.<SPAN style="mso-spacerun: yes"> </SPAN>While use of the form is not mandatory, it will help you ensure that you meet the legal requirements for filing a claim.<SPAN style="mso-spacerun: yes"> </SPAN><o:p></o:p></FONT></FONT></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt; mso-layout-grid-align: none"><SPAN style="FONT-SIZE: 11pt; FONT-FAMILY: Fixedsys; mso-bidi-font-size: 9.0pt; mso-bidi-font-family: Fixedsys"><FONT face="Arial, Helvetica, sans-serif"><FONT size=3> <o:p></o:p></FONT></FONT></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt; mso-layout-grid-align: none"><SPAN style="FONT-SIZE: 11pt; FONT-FAMILY: Fixedsys; mso-bidi-font-size: 9.0pt; mso-bidi-font-family: Fixedsys"><FONT face="Arial, Helvetica, sans-serif"><FONT size=3>Once the Claims Management Office has received your claim form, you will be sent a letter of acknowledgement and a claim number.<SPAN style="mso-spacerun: yes"> </SPAN>You should keep the claim number for future reference when inquiring about your claim.<SPAN style="mso-spacerun: yes"> </SPAN>TSA will try to resolve your claim as quickly as possible, but it may need time to make a further investigation of the facts.<SPAN style="mso-spacerun: yes"> </SPAN>If TSA denies your claim, or has not finally resolved it within six months after you have filed it, you may have a right to bring your claim to court.<SPAN style="msospacerun: yes"> </SPAN><o:p></o:p></FONT></FONT></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt; mso-layout-grid-align: none"><SPAN style="FONT-SIZE: 11pt; FONT-FAMILY: Fixedsys; mso-bidi-font-size: 9.0pt; mso-bidi-font-family: Fixedsys"><FONT face="Arial, Helvetica, sans-serif"><FONT size=3> <o:p></o:p></FONT></FONT></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt; mso-layout-grid-align: none"><SPAN style="FONT-SIZE: 11pt; FONT-FAMILY: Fixedsys; mso-bidi-font-size: 9.0pt; mso-bidi-font-family: Fixedsys"><FONT face="Arial, Helvetica, sans-serif"><FONT size=3>Please visit TSAGÇÖs Claims Management OfficeGÇÖs website at </FONT><A title=blocked::https://claims.tsa.dhs.gov/ href="https://claims.tsa.dhs.gov/"><FONT size=3>https://claims.tsa.dhs.gov</FONT></A></FONT><FONT face="Arial, Helvetica, sansserif"><FONT size=3> for information related to filing a claim, checking the status of a claim and other claim related issues.<o:p></o:p></FONT></FONT></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt; mso-layout-grid-align: none"><SPAN style="FONT-SIZE: 11pt; FONT-FAMILY: Fixedsys; mso-bidi-font-size: 9.0pt; mso-bidi-font-family: Fixedsys"><FONT face="Arial, Helvetica, sans-serif"><FONT size=3> <o:p></o:p></FONT></FONT></SPAN></P>
<P class=MsoNormal style="MARGIN: 0in 0in 0pt; mso-layout-grid-align: none"><SPAN style="FONT-SIZE: 11pt; FONT-FAMILY: Fixedsys; mso-bidi-font-size: 9.0pt; mso-bidi-font-family: Fixedsys"><FONT face="Arial, Helvetica, sans-serif" size=3>We hope that this provides you with all of the information you need. If you have additional questions related to the claims process, please contact the Claims Management Office at </FONT><A href="mailto:[email protected]"><SPAN style="COLOR: windowtext"><FONT face="Arial, Helvetica, sans-serif" size=3>[email protected]</FONT></SPAN></A><FONT face="Arial, Helvetica, sans-serif" size=3>. </FONT></SPAN><SPAN style="FONT-SIZE: 11pt; mso-bidi-font-size: 12.0pt"><FONT face="Arial, Helvetica, sansserif"><FONT size=3>Please visit our website at <A href="http://www.tsa.gov/">www.tsa.gov</A> for additional information about TSA.<SPAN style="mso-spacerun: yes"> </SPAN>We continue to add new information and encourage you to check the website frequently for updated information.<o:p></o:p></FONT></FONT></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt; mso-layout-grid-align: none"><SPAN style="FONT-SIZE: 11pt; FONT-FAMILY: Fixedsys; mso-bidi-font-size: 9.0pt; mso-bidi-font-family: Fixedsys"><FONT face="Arial, Helvetica, sans-serif"><FONT size=3> <o:p></o:p></FONT></FONT></SPAN></P><SPAN style="FONT-SIZE: 11pt; FONT-FAMILY: Fixedsys; mso-fareast-fontfamily: 'Times New Roman'; mso-ansi-language: EN-US; mso-fareast-language: EN-US; mso-bidi-language: AR-SA; mso-bidi-font-size: 9.0pt; mso-bidi-font-family: Fixedsys"><FONT face="Arial, Helvetica, sans-serif" size=3>TSA Contact Center</FONT></SPAN></FONT></FONT></FONT></FONT></FONT></DIV> <DIV STYLE="font-family: Arial;color: #000000;"></DIV> </FONT><BR><br><br><DIV>--- Original Message ---<BR>From: < ><BR>Received: 3/5/2008 11:06:09 AM Eastern Standard Time (GMT - 5:00 )<BR>To: "TSA Contact Center" <[email protected]><BR>Subject: Customer Service Feedback<BR><BR> <META content="MS Exchange Server version 6.5.7638.1" name=Generator><!-- Converted from text/plain format --> <P><FONT size=2>THIS GENERATED EMAIL HAS BEEN SENT FROM TSA INTERNET CONTACT US-CUSTOMER SERVICE</FONT> </P> <P><FONT size=2>Remote Client IP: (b) (6) </FONT> <BR><FONT size=2>System Time: 3/2/2008 4:44:01 AM</FONT> <BR><FONT size=2>__________________________________________</FONT> </P> <P><FONT size=2>User Name: </FONT><BR><FONT size=2>(b) (6) </FONT> </P> <P><FONT size=2>User Email: </FONT><BR><FONT size=2>(b) (6) /FONT> <BR><FONT size=2>__________________________________________</FONT> </P> <P><FONT size=2>To:</FONT> <BR><FONT size=2>[email protected]</FONT> </P> <P><FONT size=2>Category: </FONT><BR><FONT size=2>Complaints</FONT> </P> <P><FONT size=2>Sub Category: </FONT><BR><FONT size=2>All Other Complaints</FONT> </P> <P><FONT size=2>Message: </FONT><BR><FONT size=2>I purchased my wife a bottle of perfume in france on the way to OKC. On the way back to Djibouti we had it packed in the checked luggage. Can you till me why it was removed from her luggage. it was valued at $150. I did not see any thing that said she could not bring it on checked luggage. This was on a trip from OKC to Djibouti through Detroit and Paris on the 28 of February to the 1st of March.</FONT></P> <P><FONT size=2>__________________________________________</FONT> <BR><FONT size=2>Date and Time of message: 3/2/2008 4:44:01 AM</FONT> </P></DIV><BR><BR>------ TCC Control Number: ------<BR><<#174332-248966#>></body></html> END RECORD
(b) (6)
CONTACT RECORD
EID: 50270502 Contact Type: Contact Date: Medium: EMAIL Contact Status: CLOSED Incident Date: Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: (b) (6) Subject: ISSUE, Broken/opened bottles Body: I was in Oklahoma City on business this week and while I was there I bought 2 bottles of BBQ sauce from Rudy's BBQ. I wrapped them in a couple of shirts and placed them in opposite sides of my suitcase to keep them from moving around and getting broken. When I arrived home I found that one of the bottles had a hole in it so I looked for the other bottle and the lid was missing, also they had both been unwrapped and were laying out in the open. When I got home I found a note in my bag from the Transportation Security Administration telling me that they had selected my bag for inspection. I had wrapped those bottles in shirts and placed them at opposite ends of the bag so they wouldn't move, but it looks like they just threw them back in the bag willy nilly and they broke, I couldn't find the lid to the one that was opened. I, of course, have no way of knowing exactly what happened, but I can't help but think that this was a result of careless handling by the TSA agents at Will Rogers Airport. The 2 bottles of sauce were only about $15 bucks, so I'm not so upset about the cost. Its the fact that I can't get Rudy's BBQ on the east coast and I was really looking forward to sharing it with my family. I understand and appreciate the need to inspect bags and that your there to keep us safe while we travel, but some care and consideration should be a part of that function. I don't know if there's anything you can do, but I wanted to bring this to your attention.
(b) (6)
Resource Management
(b) (6)
----------------------------------------This transmission may contain information that is privileged, confidential, legally privileged, and/or exempt from disclosure under applicable law. If you are not the intended recipient, you are hereby notified that any disclosure, copying, distribution, or use of the information contained herein (including any reliance thereon) is STRICTLY PROHIBITED. Although this transmission and any attachments are believed to be free of any virus or other defect that might affect any computer system into which it is received and opened, it is the responsibility of the recipient to ensure that it is virus free and no responsibility is accepted by JPMorgan Chase & Co., its subsidiaries and affiliates, as applicable, for any loss or damage arising in any way from its use. If you received this transmission in error, please immediately contact the sender and destroy the material in its entirety, whether in electronic or hard copy format. Thank you Agent Notes: Claim Request Claim Request, Follow Up: To TSOC Date: From TSOC Date: Last Updated By: Last Update Date:
(b) (6)
Opening Agent: Opened Date: 1/14/2008 9:26:58 AM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, Airline: Subject Category: Claim Form Requests-Checked Bag - Claim Form Requests-Checked Bag Interaction Type: COMPLAINT Response Email: From: Prior Vendor To:(b) (6) Subject: Re: Broken/opened bottles <<#158429-229278#>> Body: <html><HEAD><STYLE>p {margin-bottom: 0; margin-top: 0;}</STYLE></HEAD><body><FONT SIZE="2"> <DIV STYLE="font-family: Arial;color: #000000;"></DIV> <DIV STYLE="font-family: Arial;color: #000000;"><FONT size=3><FONT size=3><FONT size=3><FONT size=3><FONT size=3> <P class=MsoNormal style="MARGIN: 0in 0in 0pt; mso-layout-grid-align: none"><SPAN style="FONT-SIZE: 11pt; mso-bidi-font-size: 10.0pt"><FONT face="Arial, Helvetica, sans-serif" size=3>Thank you for your e-mail message.<SPAN style="mso-spacerun: yes"> </SPAN></FONT></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt; mso-layout-grid-align: none"><SPAN style="FONT-SIZE: 11pt; FONT-FAMILY: Fixedsys; mso-bidi-font-size: 9.0pt; mso-bidi-font-family: Fixedsys"><FONT face="Arial, Helvetica, sans-serif"><FONT size=3> </FONT></FONT></SPAN><SPAN style="FONT-SIZE: 11pt; FONT-FAMILY: Fixedsys; mso-bidi-font-size: 9.0pt; mso-bidifont-family: Fixedsys"><FONT face="Arial, Helvetica, sans-serif"><FONT size=3> <?xml:namespace prefix = o ns = "urn:schemasmicrosoft-com:office:office" /><o:p></o:p></FONT></FONT></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt; mso-layout-grid-align: none"><SPAN style="FONT-SIZE: 11pt; FONT-FAMILY: Fixedsys; mso-bidi-font-size: 9.0pt; mso-bidi-font-family: Fixedsys"><FONT face="Arial, Helvetica, sans-serif"><FONT size=3>The Transportation Security Administration (TSA) is responsible for reviewing all claims relating to the screening of passengers and their baggage.<SPAN style="mso-spacerun: yes"> </SPAN>In order to protect your rights under federal law and to file a valid claim, you must send your claim in writing to TSA, stating the circumstances of the loss and the exact amount you are claiming (fair market value of lost or destroyed property, reasonable cost of repair for damaged property), within two years after your claim accrued.<SPAN style="mso-spacerun: yes"> </SPAN>The claim must be signed by you or your authorized representative (e.g., an attorney or other personal representative with appropriate proof of authority).<SPAN style="mso-spacerun: yes"> </SPAN><o:p></o:p></FONT></FONT></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt; mso-layout-grid-align: none"><SPAN style="FONT-SIZE: 11pt; FONT-FAMILY: Fixedsys; mso-bidi-font-size: 9.0pt; mso-bidi-font-family: Fixedsys"><FONT face="Arial, Helvetica, sans-serif"><FONT size=3> <o:p></o:p></FONT></FONT></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt; mso-layout-grid-align: none"><SPAN style="FONT-SIZE: 11pt; FONT-FAMILY: Fixedsys; mso-bidi-font-size: 9.0pt; mso-bidi-font-family: Fixedsys"><FONT face="Arial, Helvetica, sans-serif"><FONT size=3>You can satisfy the notice requirement by filling out the attached Standard Form 95 (claim form) in accordance with the instructions, and returning it to the address in box #1.<SPAN style="mso-spacerun: yes"> </SPAN>Please be sure to follow the instructions carefully, and to fill out the claim form completely.<SPAN style="mso-spacerun: yes"> </SPAN>While use of the form is not mandatory, it will help you ensure that you meet the legal requirements for filing a claim.<SPAN style="mso-spacerun: yes"> </SPAN><o:p></o:p></FONT></FONT></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt; mso-layout-grid-align: none"><SPAN style="FONT-SIZE: 11pt; FONT-FAMILY: Fixedsys; mso-bidi-font-size: 9.0pt; mso-bidi-font-family: Fixedsys"><FONT face="Arial, Helvetica, sans-serif"><FONT size=3> <o:p></o:p></FONT></FONT></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt; mso-layout-grid-align: none"><SPAN style="FONT-SIZE: 11pt; FONT-FAMILY: Fixedsys; mso-bidi-font-size: 9.0pt; mso-bidi-font-family: Fixedsys"><FONT face="Arial, Helvetica, sans-serif"><FONT size=3>Once the Claims Management Office has received your claim form, you will be sent a letter of acknowledgement and a claim number.<SPAN style="mso-spacerun: yes"> </SPAN>You should keep the claim number for future reference when inquiring about your claim.<SPAN style="mso-spacerun: yes"> </SPAN>TSA will try to resolve your claim as quickly as possible, but it may need time to make a further investigation of the facts.<SPAN style="mso-spacerun: yes"> </SPAN>If TSA denies your claim, or has not finally resolved it within six months after you have filed it, you may have a right to bring your claim to court.<SPAN style="msospacerun: yes"> </SPAN><o:p></o:p></FONT></FONT></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt; mso-layout-grid-align: none"><SPAN style="FONT-SIZE: 11pt; FONT-FAMILY: Fixedsys; mso-bidi-font-size: 9.0pt; mso-bidi-font-family: Fixedsys"><FONT face="Arial, Helvetica, sans-serif"><FONT size=3> <o:p></o:p></FONT></FONT></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt; mso-layout-grid-align: none"><SPAN style="FONT-SIZE: 11pt; FONT-FAMILY: Fixedsys; mso-bidi-font-size: 9.0pt; mso-bidi-font-family: Fixedsys"><FONT face="Arial, Helvetica, sans-serif"><FONT size=3>Please visit TSAGÇÖs Claims Management OfficeGÇÖs website at </FONT><A title=blocked::https://claims.tsa.dhs.gov/
href="https://claims.tsa.dhs.gov/"><FONT size=3>https://claims.tsa.dhs.gov</FONT></A></FONT><FONT face="Arial, Helvetica, sansserif"><FONT size=3> for information related to filing a claim, checking the status of a claim and other claim related issues.<o:p></o:p></FONT></FONT></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt; mso-layout-grid-align: none"><SPAN style="FONT-SIZE: 11pt; FONT-FAMILY: Fixedsys; mso-bidi-font-size: 9.0pt; mso-bidi-font-family: Fixedsys"><FONT face="Arial, Helvetica, sans-serif"><FONT size=3> <o:p></o:p></FONT></FONT></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt; mso-layout-grid-align: none"><SPAN style="FONT-SIZE: 11pt; FONT-FAMILY: Fixedsys; mso-bidi-font-size: 9.0pt; mso-bidi-font-family: Fixedsys"><FONT face="Arial, Helvetica, sans-serif" size=3>We hope that this provides you with all of the information you need. If you have additional questions related to the claims process, please contact the Claims Management Office at </FONT><A href="mailto:[email protected]"><SPAN style="COLOR: windowtext"><FONT face="Arial, Helvetica, sans-serif" size=3>[email protected]</FONT></SPAN></A><FONT face="Arial, Helvetica, sans-serif" size=3>. </FONT></SPAN><SPAN style="FONT-SIZE: 11pt; mso-bidi-font-size: 12.0pt"><FONT face="Arial, Helvetica, sansserif"><FONT size=3>Please visit our website at <A href="http://www.tsa.gov/">www.tsa.gov</A> for additional information about TSA.<SPAN style="mso-spacerun: yes"> </SPAN>We continue to add new information and encourage you to check the website frequently for updated information.<o:p></o:p></FONT></FONT></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt; mso-layout-grid-align: none"><SPAN style="FONT-SIZE: 11pt; FONT-FAMILY: Fixedsys; mso-bidi-font-size: 9.0pt; mso-bidi-font-family: Fixedsys"><FONT face="Arial, Helvetica, sans-serif"><FONT size=3> <o:p></o:p></FONT></FONT></SPAN></P><SPAN style="FONT-SIZE: 11pt; FONT-FAMILY: Fixedsys; mso-bidi-font-size: 9.0pt; mso-fareast-font-family: 'Times New Roman'; mso-ansi-language: EN-US; mso-fareast-language: EN-US; mso-bidi-language: ARSA; mso-bidi-font-family: Fixedsys"><FONT face="Arial, Helvetica, sans-serif" size=3>TSA Contact Center</FONT></SPAN></FONT></FONT></FONT></FONT></FONT></DIV> </FONT><BR><br><br><DIV>--- Original Message ---<BR>From: <(b) (6) ><BR>Received: 1/14/2008 9:26:57 AM Eastern Standard Time (GMT - 5:00 )<BR>To: "TSA Contact Center" <[email protected]><BR>Subject: Broken/opened bottles<BR><BR> <META content="MS Exchange Server version 6.5.7638.1" name=Generator><!-- Converted from text/plain format --> <P><FONT size=2>I was in Oklahoma City on business this week and while I was there I bought 2 bottles of BBQ sauce from Rudy's BBQ. I wrapped them in a couple of shirts and placed them in opposite sides of my suitcase to keep them from moving around and getting broken. When I arrived home I found that one of the bottles had a hole in it so I looked for the other bottle and the lid was missing, also they had both been unwrapped and were laying out in the open. When I got home I found a note in my bag from the Transportation Security Administration telling me that they had selected my bag for inspection. I had wrapped those bottles in shirts and placed them at opposite ends of the bag so they wouldn't move, but it looks like they just threw them back in the bag willy nilly and they broke, I couldn't find the lid to the one that was opened. I, of course, have no way of knowing exactly what happened, but I can't help but think that this was a result of careless handling by the TSA agents at Will Rogers Airport. The 2 bottles of sauce were only about $15 bucks, so I'm not so upset about the cost. Its the fact that I can't get Rudy's BBQ on the east coast and I was really looking forward to sharing it with my family. I understand and appreciate the need to inspect bags and that your there to keep us safe while we travel, but some care and consideration should be a part of that function. I don't know if there's anything you can do, but I wanted to bring this to your attention.</FONT></P> <P><FONT size=2 (b) (6) </FONT> <BR><FONT size=2>Resource Management</FONT> <BR><FONT size=2>302-2823261</FONT> </P><BR> <P><FONT size=2>-----------------------------------------</FONT> <BR><FONT size=2>This transmission may contain information that is privileged,</FONT> <BR><FONT size=2>confidential, legally privileged, and/or exempt from disclosure</FONT> <BR><FONT size=2>under applicable law. If you are not the intended recipient, you</FONT> <BR><FONT size=2>are hereby notified that any disclosure, copying, distribution, or</FONT> <BR><FONT size=2>use of the information contained herein (including any reliance</FONT> <BR><FONT size=2>thereon) is STRICTLY PROHIBITED. Although this transmission and</FONT> <BR><FONT size=2>any attachments are believed to be free of any virus or other</FONT> <BR><FONT size=2>defect that might affect any computer system into which it is</FONT> <BR><FONT size=2>received and opened, it is the responsibility of the recipient to</FONT> <BR><FONT size=2>ensure that it is virus free and no responsibility is accepted by</FONT> <BR><FONT size=2>JPMorgan Chase & Co., its subsidiaries and affiliates, as</FONT> <BR><FONT size=2>applicable, for any loss or damage arising in any way from its use.</FONT> <BR><FONT size=2> If you received this transmission in error, please immediately</FONT> <BR><FONT size=2>contact the sender and destroy the material in its entirety,</FONT> <BR><FONT size=2>whether in electronic or hard copy format. Thank you.</FONT> </P></DIV><BR><BR>------ TCC Control Number: ------<BR><<#158429-229278#>></body></html> END RECORD
CONTACT RECORD
EID: 50273235 Contact Type: Contact Date: 2007-09-13 22:51:39 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2007-09-13 22:51:40 Contact Prefix: Contact First Name: Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Caller stated she flew tonight and had a NOI in luggage - shampoo's were in luggage and now the shampoo was left opened with shampoo being spilled all over her clothing/shoes and other contents. Body: Agent Notes: Provided caller with information on the claims process Provided caller with information on the claims process, and SF-95 mailed on (Date), Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Opening Agent: Opened Date: 9/13/2007 10:51:39 PM Linked Event IDs:
(b) (6)
Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, Airline: Southwest AirlinesSouthwest Airlines, Subject Category: Claim Form Requests-Checked Bag - Claim Form Requests-Checked Bag Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 50276482 Contact Type: Contact Date: 2007-10-25 15:39:41 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2007-10-25 15:40:03 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Caller wanted to report item(s)such as: (woven black belt) were missing from checked luggage. Caller wants to retrieve his belt back. Body: Agent Notes: Advised caller we will note issue, gave caller the OKC lost and found number to see if the belt was turned in. Advised caller we will note issue, gave caller the OKC lost and found number to see if the belt was turned in. Advised caller we will note issue, gave caller the OKC lost and found number to see if the belt was turned in. Flight# 2072 Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Opening Agent: Opened Date: 10/25/2007 3:39:41 PM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, Airline: Subject Category: Mishandling of Passengers Property - Missing Items- Carry-on Baggage - Mishandling of Passengers Property Missing Items- Carry-on Baggage Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 50277002 Contact Type: Contact Date: 2007-09-16 14:30:32 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2007-09-14 04:00:00 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Caller stated the TSA screener's did not re-pack her toiletries in the gallon size zip lock bags the way she had them and now the toiletries spilled into the bag causing some items to be damaged/ruined. Body: Agent Notes: Advised caller we would note issue and offered a claim form. Advised caller we would note issue and offered a claim form. Caller doesn't wish to provide a phone number for this record. Caller stated she did have a NOI inside of the bag. Walked caller through website for claim forms in case she decided to file a claim with TSA in the future. Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Opening Agent: Opened Date: 9/16/2007 2:30:32 PM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, Airline: Frontier AirFrontier Air, Subject Category: Mishandling of Passengers Property - Disarrayed Carry-on/Checked Baggage - Mishandling of Passengers Property Disarrayed Carry-on/Checked Baggage Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 50280312 Contact Type: Contact Date: Medium: EMAIL Contact Status: CLOSED Incident Date: Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: (b) (6) Subject: ISSUE, ISSUE, Customer Service Feedback Body: Thank you for your very prompt reply. I truly appreciate the information supplied. I am not concerned about remuneration of lost or stolen locks and securing straps. I am concerned about replacing them after the inspection is completed. A little confused with the statement that the TSA locks used may have to be destroyed because of non compatibility of passkeys, and etc. It is the belief of the traveling public that when purchasing a alleged TSA approved lock that they indeed can be opened by TSA inspectors. Additionally, the securing belts/straps applied around the baggage is not locked but is secured by a very simple and user friendly clasp. All one has to do is GÇ£clickGÇ¥ the securing clasp and it unlocks or is relocked.
I have attached two GÇ£noticesGÇ¥ (one English one Spanish) expressing my request that professionalism be exercised by all TSA inspectors when inspecting travelers luggage. Hopefully, these notices will be honored and respected.
Again, I fully support security inspections and only desire professional courtesies be extended to all travelers to include the non-theft or destruction of personal travelers property.
(b) (6)
_____ From: TSA-ContactCenter [mailto:[email protected]] Sent: Monday, September 17, 2007 12:15 PM To:(b) (6) Subject: Re: Customer Service Feedback <<#127380-191980#>>
Thank you for your e-mail message concerning the destruction of your TSA Approved Lock.
These locks were developed through cooperation between luggage, lock and travel accessory manufacturers and the TSA. Under this system, TSA screeners are able to unlock and then relock luggage without damage through the use of passkey sets that are available to TSA screeners. These locks are accepted and recognized by the TSA for use at all airports where TSA screening is performed.
However, TSA does not approve or endorse this particular product and we expect additional vendors to provide different versions of these "Dual Custody" padlocks to the retail market. While we cannot guarantee that the TSA accepted locks will not be broken during security screening, we do request that you report such incidents to the TSA Contact Center (TCC) so that we can take appropriate action.
Additional information on these products can be found on the Travel Sentry web site at www.travelsentry.org and on the Safe Skies web site at www.safeskieslocks.com. We have attached a copy of our claims form so that you may seek compensation for the replacement of your lock. While use of the form is not mandatory, it will help you ensure that you meet the legal requirements for filing a claim.
In order to protect your rights under federal law and to file a valid claim, you must send your claim in writing to TSA, stating the circumstances of the loss and the exact amount you are claiming (fair market value of lost or destroyed property, reasonable cost of repair for damaged property), within two years after your claim accrued. The claim must be signed by you or your authorized representative (e.g., an attorney or other personal representative with appropriate proof of authority).
You can satisfy the notice requirement by filling out the attached Standard Form 95 (claim form) in accordance with the instructions, and returning it to the address in box #1. Please be sure to follow the instructions carefully, and to fill out the claim form completely.
Once the Claims Management Office has received your claim form, you will be sent a letter of acknowledgement and a claim number. You should keep the claim number for future reference when inquiring about your claim. TSA will try to resolve your claim as quickly as possible, but it may need time to make a further investigation of the facts. If TSA denies your claim, or has not finally resolved it within six months after you have filed it, you may have a right to bring your claim to court.
Please visit TSA's Claims Management Office's website at https://claims.tsa.dhs.gov <https://claims.tsa.dhs.gov/> for information related to filing a claim, checking the status of a claim and other claim related issues.
TSA Contact Center
--- Original Message --From: (b) (6) Received: 9/17/2007 8:37:20 AM Eastern Standard Time (GMT - 4:00 ) To: "TSA Contact Center" <[email protected]> Subject: Customer Service Feedback
THIS GENERATED EMAIL HAS BEEN SENT FROM TSA INTERNET CONTACT US-CUSTOMER SERVICE Remote Client IP: (b) (6) System Time: 9/15/2007 9:53:24 PM __________________________________________ User Name:
(b) (6)
User Email:
(b) (6)
__________________________________________ To: [email protected] Category: Complaints Sub Category: Customer Service Message: Please advise of how to resolve a repeated problem. Whenever TSA inspects my checked luggage the TSA approved lock is discarded and the bright colored identifying security strap I use is also discarded. I fully support inspection of any baggage deemed necessary. I do not support the discarding of personal property after the inspection. My latest flight conducted on September 15 from Oklahoma City to Orlando with a plane change in DGW is another example. American Flight 1498 connecting with American Flight 1632. Today now makes a total of three incidents of discarded personal property. Thank you for any attention you may give this matter.
(b) (6)
__________________________________________ Date and Time of message: 9/15/2007 9:53:24 PM
------ TCC Control Number: -----<<#127380-191980#>>
No virus found in this incoming message. Checked by AVG Free Edition. Version: 7.5.487 / Virus Database: 269.13.21/1010 - Release Date: 9/15/2007 7:54 PM
No virus found in this outgoing message. Checked by AVG Free Edition. Version: 7.5.487 / Virus Database: 269.13.21/1010 - Release Date: 9/15/2007 7:54 PM Agent Notes: Forward to CSM Response Forward to CSM Response, fwd (b) (6) Follow Up: To TSOC Date: From TSOC Date:
Last Updated By: Last Update Date: Opening Agent: Opened Date: 9/17/2007 3:39:54 PM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, Airline: Subject Category: TSA Approved Locks- General - TSA Approved Locks- General Interaction Type: COMPLAINT Response Email: From: Prior Vendor To: (b) (6) Subject: Re: Customer Service Feedback <<#127380-191980#>> Body: <html><HEAD><STYLE>p {margin-bottom: 0; margin-top: 0;}</STYLE></HEAD><body><FONT SIZE="2"> <DIV STYLE="font-family: Arial;color: #000000;"><FONT size=3><FONT size=3><FONT size=3><FONT size=3><FONT size=3><FONT size=3><FONT size=3> <P class=MsoNormal style="MARGIN: 0in 0in 0pt">(b) (6) </P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face=Arial></FONT> </P><FONT face="Arial, Helvetica, sans-serif"> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif">The following email is being forwarded to you for review from the TCC. Please contact the consumer to resolve their issue/s addressed in the original email message below and reply with resolution to the TCC Customer Service representative, who will close the TCC record.</FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"></FONT><FONT face="Arial, Helvetica, sans-serif"> <?xml:namespace prefix = o ns = "urn:schemas-microsoft-com:office:office" /><o:p></o:p></FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif">Thank you,</FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif"> <o:p></o:p></FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif">Clinton Kirksey</FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face=Arial>TSA Contact Center</FONT></P><FONT face="Tahoma, Verdana, Arial" size=2></FONT></FONT></FONT></FONT></FONT></FONT></FONT></FONT></DIV> <DIV STYLE="font-family: Arial;color: #000000;"></DIV> </FONT><BR><br><br><DIV>--- Original Message ---<BR>From: (b) (6) <(b) (6) ><BR>Received: 9/17/2007 3:39:53 PM Eastern Standard Time (GMT - 4:00 )<BR>To: "TSA Contact Center" <[email protected]><BR>Subject: Customer Service Feedback<BR><BR> <META content="Microsoft Word 11 (filtered medium)" name=Generator> <STYLE> v\:* {behavior:url(#default#VML);} o\:* {behavior:url(#default#VML);} w\:* {behavior:url(#default#VML);} .shape {behavior:url(#default#VML);} </STYLE> <?xml:namespace prefix = o ns = "urn:schemas-microsoft-com:office:office" /><o:SmartTagType name="PostalCode" namespaceuri="urn:schemas-microsoft-com:office:smarttags"></o:SmartTagType><o:SmartTagType name="State" namespaceuri="urn:schemas-microsoft-com:office:smarttags"></o:SmartTagType><o:SmartTagType name="City" namespaceuri="urn:schemas-microsoft-com:office:smarttags"></o:SmartTagType><o:SmartTagType name="PlaceType" namespaceuri="urn:schemas-microsoft-com:office:smarttags"></o:SmartTagType><o:SmartTagType name="PlaceName" namespaceuri="urn:schemas-microsoft-com:office:smarttags"></o:SmartTagType><o:SmartTagType name="place" namespaceuri="urn:schemas-microsoft-com:office:smarttags"></o:SmartTagType><o:SmartTagType name="Street" namespaceuri="urn:schemas-microsoft-com:office:smarttags"></o:SmartTagType><o:SmartTagType name="address" namespaceuri="urn:schemas-microsoft-com:office:smarttags"></o:SmartTagType> <STYLE> st1\:*{behavior:url(#default#ieooui) } </STYLE> <STYLE> <!-/* Font Definitions */ @font-face {font-family:Tahoma;
(b) (6)
panose-1:2 11 6 4 3 5 4 4 2 4;} /* Style Definitions */ p.MsoNormal, li.MsoNormal, div.MsoNormal {margin:0in; margin-bottom:.0001pt; font-size:12.0pt; font-family:"Times New Roman";} a:link, span.MsoHyperlink {color:blue; text-decoration:underline;} a:visited, span.MsoHyperlinkFollowed {color:blue; text-decoration:underline;} p {margin:0in; margin-bottom:.0001pt; font-size:12.0pt; font-family:"Times New Roman";} span.EmailStyle18 {mso-style-type:personal-reply; font-family:"Times New Roman"; color:blue; font-weight:normal; font-style:normal; text-decoration:none none;} @page Section1 {size:8.5in 11.0in; margin:1.0in 1.25in 1.0in 1.25in;} div.Section1 {page:Section1;} --> </STYLE> <DIV class=Section1> <P class=MsoNormal><FONT face="Times New Roman" color=blue size=3><SPAN style="FONT-SIZE: 12pt; COLOR: blue">Thank you for your very prompt reply. I truly appreciate the information supplied. I am not concerned about remuneration of lost or stolen locks and securing straps. I am concerned about replacing them after the inspection is completed. A little confused with the statement that the TSA locks used may have to be destroyed because of non compatibility of passkeys, and etc. It is the belief of the traveling public that when purchasing a alleged TSA approved lock that they indeed can be opened by TSA inspectors. Additionally, the securing belts/straps applied around the baggage is not locked but is secured by a very simple and user friendly clasp. All one has to do is GÇ£clickGÇ¥ the securing clasp and it unlocks or is relocked.<o:p></o:p></SPAN></FONT></P> <P class=MsoNormal><FONT face="Times New Roman" color=blue size=3><SPAN style="FONT-SIZE: 12pt; COLOR: blue"><o:p> </o:p></SPAN></FONT></P> <P class=MsoNormal><FONT face="Times New Roman" color=blue size=3><SPAN style="FONT-SIZE: 12pt; COLOR: blue">I have attached two GÇ£noticesGÇ¥ (one English one Spanish) expressing my request that professionalism be exercised by all TSA inspectors when inspecting travelers luggage. Hopefully, these notices will be honored and respected.<o:p></o:p></SPAN></FONT></P> <P class=MsoNormal><FONT face="Times New Roman" color=blue size=3><SPAN style="FONT-SIZE: 12pt; COLOR: blue"><o:p> </o:p></SPAN></FONT></P> <P class=MsoNormal><FONT face="Times New Roman" color=blue size=3><SPAN style="FONT-SIZE: 12pt; COLOR: blue">Again, I fully support security inspections and only desire professional courtesies be extended to all travelers to include the non-theft or destruction of personal travelers property.<o:p></o:p></SPAN></FONT></P> <P class=MsoNormal><FONT face="Times New Roman" color=blue size=3><SPAN style="FONT-SIZE: 12pt; COLOR: blue"><o:p> </o:p></SPAN></FONT></P> <P class=MsoNormal><FONT face="Times New Roman" color=blue size=3><SPAN style="FONT-SIZE: 12pt; COLOR: blue">Jack Milavic<o:p></o:p></SPAN></FONT></P> <P class=MsoNormal><FONT face="Times New Roman" color=blue size=3><SPAN style="FONT-SIZE: 12pt; COLOR: blue"><o:p> </o:p></SPAN></FONT></P> <DIV> <P class=MsoNormal><FONT face=Arial color=blue size=2><SPAN style="FONT-SIZE: 10pt; COLOR: blue; FONT-FAMILY: (b) (6) </SPAN></FONT><FONT color=blue><SPAN style="COLOR: blue"><o:p></o:p></SPAN></FONT></P> <P class=MsoNormal><FONT face=Arial color=blue size=2><SPAN style="FONT-SIZE: 10pt; COLOR: blue; FONT-FAMILY: Arial"><A href="mailto:(b) (6) </A></SPAN></FONT><FONT color=blue><SPAN style="COLOR: blue"><o:p></o:p></SPAN></FONT></P> <P class=MsoNormal><FONT face=Arial color=blue size=2><SPAN style="FONT-SIZE: 10pt; COLOR: blue; FONT-FAMILY: Arial">(321) 431-2329</SPAN></FONT><o:p></o:p></P></DIV>
<DIV> <DIV class=MsoNormal style="TEXT-ALIGN: center" align=center><FONT face="Times New Roman" size=3><SPAN style="FONT-SIZE: 12pt"> <HR tabIndex=-1 align=center width="100%" SIZE=2> </SPAN></FONT></DIV> <P class=MsoNormal><B><FONT face=Tahoma size=2><SPAN style="FONT-WEIGHT: bold; FONT-SIZE: 10pt; FONT-FAMILY: Tahoma">From:</SPAN></FONT></B><FONT face=Tahoma size=2><SPAN style="FONT-SIZE: 10pt; FONT-FAMILY: Tahoma"> TSAContactCenter [mailto:[email protected]] <BR><B><SPAN style="FONT-WEIGHT: bold">Sent:</SPAN></B> Monday, September 17, 2007 12:15 PM<BR><B><SPAN style="FONT-WEIGHT: bold">To:</SPAN></B> (b) (6) t<BR><B><SPAN style="FONT-WEIGHT: bold">Subject:</SPAN></B> Re: Customer Service Feedback </SPAN></FONT><o:p></o:p></P></DIV> <P class=MsoNormal><FONT face="Times New Roman" size=3><SPAN style="FONT-SIZE: 12pt"><o:p> </o:p></SPAN></FONT></P> <DIV> <P><FONT face=Arial color=black size=3><SPAN style="FONT-SIZE: 12pt; COLOR: black; FONT-FAMILY: Arial">Thank you for your email message concerning the destruction of your TSA Approved Lock. <o:p></o:p></SPAN></FONT></P> <P><FONT face=Arial color=black size=3><SPAN style="FONT-SIZE: 12pt; COLOR: black; FONT-FAMILY: Arial"> <o:p></o:p></SPAN></FONT></P> <P><FONT face=Arial color=black size=3><SPAN style="FONT-SIZE: 12pt; COLOR: black; FONT-FAMILY: Arial">These locks were developed through cooperation between luggage, lock and travel accessory manufacturers and the TSA. Under this system, TSA screeners are able to unlock and then relock luggage without damage through the use of passkey sets that are available to TSA screeners. These locks are accepted and recognized by the TSA for use at all airports where TSA screening is performed. <o:p></o:p></SPAN></FONT></P> <P><FONT face=Arial color=black size=3><SPAN style="FONT-SIZE: 12pt; COLOR: black; FONT-FAMILY: Arial"> <o:p></o:p></SPAN></FONT></P> <P><FONT face=Arial color=black size=3><SPAN style="FONT-SIZE: 12pt; COLOR: black; FONT-FAMILY: Arial">However, TSA does not approve or endorse this particular product and we expect additional vendors to provide different versions of these "Dual Custody" padlocks to the retail market. While we cannot guarantee that the TSA accepted locks will not be broken during security screening, we do request that you report such incidents to the TSA Contact Center (TCC) so that we can take appropriate action. <o:p></o:p></SPAN></FONT></P> <P><FONT face=Arial color=black size=3><SPAN style="FONT-SIZE: 12pt; COLOR: black; FONT-FAMILY: Arial"> <o:p></o:p></SPAN></FONT></P> <P><FONT face=Arial color=black size=3><SPAN style="FONT-SIZE: 12pt; COLOR: black; FONT-FAMILY: Arial">Additional information on these products can be found on the Travel Sentry web site at </SPAN></FONT><U><FONT face=Arial color=blue><SPAN style="COLOR: blue; FONT-FAMILY: Arial">www.travelsentry.org</SPAN></FONT></U><FONT face=Arial color=black><SPAN style="COLOR: black; FONT-FAMILY: Arial"> and on the Safe Skies web site at </SPAN></FONT><U><FONT face=Arial color=blue><SPAN style="COLOR: blue; FONT-FAMILY: Arial">www.safeskieslocks.com</SPAN></FONT></U><FONT face=Arial color=black><SPAN style="COLOR: black; FONT-FAMILY: Arial">.<o:p></o:p></SPAN></FONT></P> <P><FONT face=Arial color=black size=3><SPAN style="FONT-SIZE: 12pt; COLOR: black; FONT-FAMILY: Arial">We have attached a copy of our claims form so that you may seek compensation for the replacement of your lock. While use of the form is not mandatory, it will help you ensure that you meet the legal requirements for filing a claim. <o:p></o:p></SPAN></FONT></P> <P><FONT face=Arial color=black size=3><SPAN style="FONT-SIZE: 12pt; COLOR: black; FONT-FAMILY: Arial"> <o:p></o:p></SPAN></FONT></P> <P><FONT face=Arial color=black size=3><SPAN style="FONT-SIZE: 12pt; COLOR: black; FONT-FAMILY: Arial">In order to protect your rights under federal law and to file a valid claim, you must send your claim in writing to TSA, stating the circumstances of the loss and the exact amount you are claiming (fair market value of lost or destroyed property, reasonable cost of repair for damaged property), within two years after your claim accrued. The claim must be signed by you or your authorized representative (e.g., an attorney or other personal representative with appropriate proof of authority). <o:p></o:p></SPAN></FONT></P> <P><FONT face=Arial color=black size=3><SPAN style="FONT-SIZE: 12pt; COLOR: black; FONT-FAMILY: Arial"> <o:p></o:p></SPAN></FONT></P> <P><FONT face=Arial color=black size=3><SPAN style="FONT-SIZE: 12pt; COLOR: black; FONT-FAMILY: Arial">You can satisfy the notice requirement by filling out the attached Standard Form 95 (claim form) in accordance with the instructions, and returning it to the address in <?xml:namespace prefix = st1 ns = "urn:schemas-microsoft-com:office:smarttags" /><st1:address w:st="on"><st1:Street w:st="on">box #</st1:Street>1</st1:address>. Please be sure to follow the instructions carefully, and to fill out the claim form completely. <o:p></o:p></SPAN></FONT></P> <P><FONT face=Arial color=black size=3><SPAN style="FONT-SIZE: 12pt; COLOR: black; FONT-FAMILY: Arial"> <o:p></o:p></SPAN></FONT></P> <P><FONT face=Arial color=black size=3><SPAN style="FONT-SIZE: 12pt; COLOR: black; FONT-FAMILY: Arial">Once the Claims Management Office has received your claim form, you will be sent a letter of acknowledgement and a claim number. You should keep the claim number for future reference when inquiring about your claim. TSA will try to resolve your claim as quickly as possible, but it may need time to make a further investigation of the facts. If TSA denies your claim, or has not finally resolved it within six months after you have filed it, you may have a right to bring your claim to court. <o:p></o:p></SPAN></FONT></P> <P><FONT face=Arial color=black size=3><SPAN style="FONT-SIZE: 12pt; COLOR: black; FONT-FAMILY: Arial"> <o:p></o:p></SPAN></FONT></P> <P><FONT face=Arial color=black size=3><SPAN style="FONT-SIZE: 12pt; COLOR: black; FONT-FAMILY: Arial">Please visit TSA's Claims Management Office's website at <A title=blocked::https://claims.tsa.dhs.gov/ href="https://claims.tsa.dhs.gov/">https://claims.tsa.dhs.gov</A> for information related to filing a claim, checking the status of a
claim and other claim related issues.<o:p></o:p></SPAN></FONT></P> <P><FONT face=Arial color=black size=3><SPAN style="FONT-SIZE: 12pt; COLOR: black; FONT-FAMILY: Arial"> <o:p></o:p></SPAN></FONT></P> <P><FONT face=Arial color=black size=3><SPAN style="FONT-SIZE: 12pt; COLOR: black; FONT-FAMILY: Arial"> <o:p></o:p></SPAN></FONT></P> <P><st1:place w:st="on"><st1:PlaceName w:st="on"><FONT face=Arial color=black size=3><SPAN style="FONT-SIZE: 12pt; COLOR: black; FONT-FAMILY: Arial">TSA</SPAN></FONT></st1:PlaceName><FONT face=Arial color=black><SPAN style="COLOR: black; FONTFAMILY: Arial"> <st1:PlaceName w:st="on">Contact</st1:PlaceName> <st1:PlaceType w:st="on">Center</st1:PlaceType></SPAN></FONT></st1:place><FONT face=Arial color=black><SPAN style="COLOR: black; FONTFAMILY: Arial"><o:p></o:p></SPAN></FONT></P> <P><FONT face=Arial color=black size=3><SPAN style="FONT-SIZE: 12pt; COLOR: black; FONT-FAMILY: Arial"> <o:p></o:p></SPAN></FONT></P> <P><FONT face=Arial color=black size=3><SPAN style="FONT-SIZE: 12pt; COLOR: black; FONT-FAMILY: Arial"> <o:p></o:p></SPAN></FONT></P></DIV> <P class=MsoNormal style="MARGIN-BOTTOM: 12pt"><FONT face="Times New Roman" size=3><SPAN style="FONT-SIZE: 12pt"><BR><BR><o:p></o:p></SPAN></FONT></P> <DIV> <P class=MsoNormal><FONT face="Times New Roman" size=3><SPAN style="FONT-SIZE: 12pt">--- Original Message ---<BR>From: <(b) (6) ><BR>Received: 9/17/2007 8:37:20 AM Eastern Standard Time (GMT - 4:00 )<BR>To: "<st1:place w:st="on"><st1:PlaceName w:st="on">TSA</st1:PlaceName> <st1:PlaceName w:st="on">Contact</st1:PlaceName> <st1:PlaceType w:st="on">Center</st1:PlaceType></st1:place>" <[email protected]><BR>Subject: Customer Service Feedback<BR><BR><BR><o:p></o:p></SPAN></FONT></P><!-- Converted from text/plain format --> <P><FONT face="Times New Roman" size=2><SPAN style="FONT-SIZE: 10pt">THIS GENERATED EMAIL HAS BEEN SENT FROM TSA INTERNET CONTACT US-CUSTOMER SERVICE</SPAN></FONT> <o:p></o:p></P> <P><FONT face="Times New Roman" size=2><SPAN style="FONT-SIZE: 10pt">Remote Client IP: (b) (6) </SPAN></FONT> <BR><FONT size=2><SPAN style="FONT-SIZE: 10pt">System Time: 9/15/2007 9:53:24 PM</SPAN></FONT> <BR><FONT size=2><SPAN style="FONT-SIZE: 10pt">__________________________________________</SPAN></FONT> <o:p></o:p></P> <P><FONT face="Times New Roman" size=2><SPAN style="FONT-SIZE: 10pt">User Name: </SPAN></FONT><BR><FONT size=2><SPAN style="FONT-SIZE: 10pt">(b) (6) </SPAN></FONT> <o:p></o:p></P> <P><FONT face="Times New Roman" size=2><SPAN style="FONT-SIZE: 10pt">User Email: </SPAN></FONT><BR><FONT size=2><SPAN style="FONT-SIZE: 10pt">a(b) (6) </SPAN></FONT> <BR><FONT size=2><SPAN style="FONT-SIZE: 10pt">__________________________________________</SPAN></FONT> <o:p></o:p></P> <P><FONT face="Times New Roman" size=2><SPAN style="FONT-SIZE: 10pt">To:</SPAN></FONT> <BR><FONT size=2><SPAN style="FONT-SIZE: 10pt">[email protected]</SPAN></FONT> <o:p></o:p></P> <P><FONT face="Times New Roman" size=2><SPAN style="FONT-SIZE: 10pt">Category: </SPAN></FONT><BR><FONT size=2><SPAN style="FONT-SIZE: 10pt">Complaints</SPAN></FONT> <o:p></o:p></P> <P><FONT face="Times New Roman" size=2><SPAN style="FONT-SIZE: 10pt">Sub Category: </SPAN></FONT><BR><FONT size=2><SPAN style="FONT-SIZE: 10pt">Customer Service</SPAN></FONT> <o:p></o:p></P> <P><FONT face="Times New Roman" size=2><SPAN style="FONT-SIZE: 10pt">Message: </SPAN></FONT><BR><FONT size=2><SPAN style="FONT-SIZE: 10pt">Please advise of how to resolve a repeated problem. Whenever TSA inspects my checked luggage the TSA approved lock is discarded and the bright colored identifying security strap I use is also discarded. I fully support inspection of any baggage deemed necessary. I do not support the discarding of personal property after the inspection. My latest flight conducted on September 15 from <st1:City w:st="on">Oklahoma City</st1:City> to <st1:City w:st="on"><st1:place w:st="on">Orlando</st1:place></st1:City> with a plane change in DGW is another example. American Flight 1498 connecting with American Flight 1632.</SPAN></FONT><o:p></o:p></P> <P><FONT face="Times New Roman" size=2><SPAN style="FONT-SIZE: 10pt">Today now makes a total of three incidents of discarded personal property.</SPAN></FONT> <o:p></o:p></P> <P><FONT face="Times New Roman" size=2><SPAN style="FONT-SIZE: 10pt">Thank you for any attention you may give this matter.</SPAN></FONT> <o:p></o:p></P> <P class=MsoNormal><FONT face="Times New Roman" size=3><SPAN style="FONT-SIZE: 12pt"><o:p> </o:p></SPAN></FONT></P> <P><FONT face="Times New Roman" size=2><SPAN style="FONT-SIZE: 10pt">(b) (6) </SPAN></FONT> <BR><FONT size=2><SPAN style="FONT-SIZE: 10pt">(b) (6) </SPAN></FONT> <BR><st1:place w:st="on"><st1:City w:st="on"><FONT size=2><SPAN style="FONT-SIZE: 10pt">(b) (6) </SPAN></FONT></st1:City><FONT size=2><SPAN style="FONT-SIZE: 10pt"> <st1:State w:st="on">(b) (6) </st1:State> <st1:PostalCode w:st="on"(b) (6) </st1:PostalCode></SPAN></FONT></st1:place> <BR><FONT size=2><SPAN style="FONT-SIZE: 10pt">(321) 431-2329</SPAN></FONT> <o:p></o:p></P> <P class=MsoNormal><FONT face="Times New Roman" size=3><SPAN style="FONT-SIZE: 12pt"><o:p> </o:p></SPAN></FONT></P> <P><FONT face="Times New Roman" size=2><SPAN style="FONT-SIZE: 10pt">__________________________________________</SPAN></FONT> <BR><FONT size=2><SPAN style="FONT-SIZE: 10pt">Date and Time of message: 9/15/2007 9:53:24 PM</SPAN></FONT> <o:p></o:p></P></DIV> <P class=MsoNormal><FONT face="Times New Roman" size=3><SPAN style="FONT-SIZE: 12pt"><BR><BR><BR><o:p></o:p></SPAN></FONT></P></DIV><BR> <P><FONT size=2>No virus found in this incoming message.<BR>Checked by AVG Free Edition.<BR>Version: 7.5.487 / Virus Database: 269.13.21/1010 - Release Date: 9/15/2007 7:54 PM<BR></FONT></P> <P><FONT face=Arial size=2></FONT></P><BR>
<P><FONT size=2>No virus found in this outgoing message.<BR>Checked by AVG Free Edition.<BR>Version: 7.5.487 / Virus Database: 269.13.21/1010 - Release Date: 9/15/2007 7:54 PM<BR></FONT></P> <P><FONT face=Arial size=2></FONT></P></DIV><BR><BR>------ TCC Control Number: ------<BR><<#127380-191980#>></body></html> END RECORD
CONTACT RECORD
EID: 50283783 Contact Type: Contact Date: 2009-01-26 18:50:34 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2009-01-26 18:50:34 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Caller asked if claim form is available on TSA website, Body: Agent Notes: Walked caller through website for claim form Walked caller through website for claim form, Notice of baggage inspection Hard blue plastic case with testing equipment for his employment, the caller stats that the TSA screeners did not tape it back correctly Caller also states that he wants to send a complaint via online, provided caller the information to do so. Caller states that he always have a problem with OKC airport. Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Opening Agent: Opened Date: 1/26/2009 6:50:34 PM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, Airline: Subject Category: Claim Form Requests-Website - Claim Form Requests-Website Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 50283880 Contact Type: Contact Date: 2009-01-21 13:49:32 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2009-01-16 09:00:00 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Caller wanted to report that a TSO at MSY made him go through the metal detector even though he had a pacemaker. Body: Agent Notes: Apologized to the caller and advised that a message will be sent to CSM. Apologized to the caller and advised that a message will be sent to CSM., Male. The TCC received the following information and we are forwarding this to you for action. We are forwarding this information for your review or follow-up. Please reply by email, to the TCC Customer Service Representative sending this message, with the results of any follow up action taken on this contact. Brief Description: (b) (6) said that he was going through security at MSY on the 16th of January. When he approached the checkpoint, a male TSO came up to him and told him to walk through the metal detector. (b) (6) told the TSO that he had a pacemaker and that he should not go through because it would directly injure him or could prove to be fatal. However, the TSO told him that he had to go through. So (b) (6) had no choice but to go through the metal detector. Consequently, nothing happened. Nevertheless, this should not be left un-noticed. He is upset about it and wants to make sure that it does not happen to somebody else. He would like to be contacted. NOTES: He did present his Biotronik Card for his pacemaker as well. Date of Incident: 1/16/09 Customer Name:(b) (6) Customer Contact Information: (b) (6) Airport: MSY Airline: Southwest Flight#: 365 Terminal/Gate: N/A Check In/Incident Time: 9:00 AM Carry On or Checked Baggage: carry on Event ID# : 300117996490121 Follow Up: To TSOC Date: From TSOC Date: Last Updated By: Last Update Date: Opening Agent: Opened Date: 1/21/2009 1:49:32 PM Linked Event IDs:
(b) (6)
Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, MSY New Orleans, LA, USA - Moisant International Airport, Airline: Southwest AirlinesSouthwest Airlines,
Subject Category: Discourteous- Rude Employee - Discourteous- Rude Employee Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 50286319 Contact Type: Contact Date: Medium: EMAIL Contact Status: CLOSED Incident Date: Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: (b) (6) Subject: ISSUE, Lost Sunglasses Body: My name is (b) (6) and I was flying out of OKC last Sunday night. I was on flight 5:25 from OKC to DAL. I then went on from DAL to MAF at 9:55, though both of my flights were delayed. I was flying with Southwest. I had a black pair of Arnette sunglasses in my suit case. I didn't unpack until late this week and noticed that my sunglasses did not make it back with me and that there was a TSA card in my bag. The card said that they had opened my bag to inspect it. What steps do I need to take to either locate my sunglasses or get reimbursed? Thanks,
(b) (6)
________________________________ This email (and attachments if any) is intended only for the use of the individual or entity to which it is addressed, and may contain information that is privileged, confidential and exempt from disclosure under applicable law. If the reader of this email is not the intended recipient, or the employee or agent responsible for delivering this message to the intended recipient, you are hereby notified that any dissemination, distribution or copying of this communication is strictly prohibited. If you have received this communication in error, please notify the sender immediately by return email and destroy all copies of the email (and attachments if any) Agent Notes: Retrieve Items & Claims Response Retrieve Items & Claims Response, INSERTED LOST AND FOUND Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Opening Agent: Opened Date: 11/3/2008 10:46:40 AM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, DAL Dallas, TX, USA - Love Field, MAF Midland/Odessa, TX, USA - Midland Intl Airport, Airline: Southwest AirlinesSouthwest Airlines, Subject Category: Claim Form Requests - Missing items from Checked Baggage - Claim Form Requests - Missing items from Checked Baggage Interaction Type: COMPLAINT
Response Email: From: Prior Vendor To: (b) (6) Subject: Re: Lost Sunglasses <<#254174-345128#>> Body: <html><head><style type="text/css">p {margin-bottom: 0; margin-top: 0;}</style></head><body bgcolor="#ffffff" style="background: #ffffff"> <font size="2"><div style="width:100%;word-wrap:break-word;font-family: Arial;color: #000000;"><P class=msonormal style="MARGIN: 0in 0in 0pt"><FONT face=Arial><SPAN>Thank you for your email message regarding the retrieval of lost items. </SPAN></FONT></P> <P class=msonormal style="MARGIN: 0in 0in 0pt"> </P> <P class=msonormal style="MARGIN: 0in 0in 0pt"><FONT face=Arial><SPAN>Each airport establishes procedures for handling lost and found items.</SPAN><SPAN> </SPAN><SPAN>TSA follows those procedures where they exist.</SPAN><SPAN> </SPAN><SPAN>The airports in those instances are responsible for holding and disposing items under applicable local laws.</SPAN><SPAN> </SPAN><SPAN>Items such as locks, tags, straps, and other external luggage pieces are often lost or damaged as the baggage goes through the baggage handling equipment and may or may not have been found by airline/airport personnel.</SPAN><SPAN> </SPAN></FONT></P> <P class=msonormal style="MARGIN: 0in 0in 0pt"></P> <P class=msonormal style="MARGIN: 0in 0in 0pt"><FONT face=Arial><SPAN>In an airport where no policy exists, found articles are collected, stored, and disposed of under General Services Administration rules.</SPAN><SPAN> </SPAN><SPAN>TSA is unable to identify and return all items, but may be able to locate and return items on a case-by-case basis.</SPAN><SPAN> </SPAN><SPAN>We suggest you contact the airport at which your items were confiscated or lost at 405-680-3233 (OKC)</SPAN></FONT> </P> <P class=msonormal style="MARGIN: 0in 0in 0pt"><FONT face=Arial><SPAN> </SPAN></FONT> </P> <P class=msonormal style="MARGIN: 0in 0in 0pt"><FONT face=Arial><SPAN>We work very hard to achieve consistency in the security processes. As we inspect screening operations at airports and receive feedback from the traveling public, we address inconsistencies and ensure corrective actions are taken, when necessary. We will continue to do all that we can to inspect screening operations and provide written procedures and training to specify how the process is to be applied. </SPAN></FONT></P> <P class=msonormal style="MARGIN: 0in 0in 0pt"><FONT face=Arial><SPAN> </SPAN></FONT> </P> <P class=msonormal style="MARGIN: 0in 0in 0pt"><FONT face=Arial><SPAN>The Transportation Security Administration (TSA) is responsible for reviewing all claims relating to the screening of passengers and their baggage. In order to protect your rights under federal law and to file a valid claim, you must send your claim in writing to TSA, stating the circumstances of the loss and the exact amount you are claiming (fair market value of lost or destroyed property, reasonable cost of repair for damaged property), within two years after your claim accrued. The claim must be signed by you or your authorized representative (e.g., an attorney or other personal representative with appropriate proof of authority). </SPAN></FONT></P> <P class=msonormal style="MARGIN: 0in 0in 0pt"><FONT face=Arial><SPAN> </SPAN></FONT> </P> <P class=msonormal style="MARGIN: 0in 0in 0pt"><FONT face=Arial><SPAN>You can satisfy the notice requirement by filling out the attached Standard Form 95 (claim form) in accordance with the instructions, and returning it to the address in <ST1 st="on" xmlns="#DEFAULT" st1="urn:x-prefix:st1" w="#DEFAULT" address="#DEFAULT"><ST1 st="on" w="#DEFAULT" street="#DEFAULT">box #</ST1>1</ST1>. Please be sure to follow the instructions carefully, and to fill out the claim form completely. While use of the form is not mandatory, it will help you ensure that you meet the legal requirements for filing a claim. </SPAN></FONT></P> <P class=msonormal style="MARGIN: 0in 0in 0pt"><SPAN><FONT face=Arial> </FONT></SPAN> </P> <P class=msonormal style="MARGIN: 0in 0in 0pt"><SPAN><FONT face=Arial>Once the Claims Management Office has received your claim form, you will be sent a letter of acknowledgement and a claim number. You should keep the claim number for future reference when inquiring about your claim. TSA will try to resolve your claim as quickly as possible, but it may need time to make a further investigation of the facts. If TSA denies your claim, or has not finally resolved it within six months after you have filed it, you may have a right to bring your claim to court. </FONT></SPAN></P> <P class=msonormal style="MARGIN: 0in 0in 0pt"></P> <P class=msonormal style="MARGIN: 0in 0in 0pt"><SPAN><FONT face=Arial>Please visit TSAGÇÖs Claims Management OfficeGÇÖs website at </FONT><A title=blocked::https://claims.tsa.dhs.gov/ href="https://claims.tsa.dhs.gov/" shape=rect><FONT face=Arial size=3>https://claims.tsa.dhs.gov</FONT></A><FONT face="Arial, Helvetica, sans-serif" size=3> </FONT><FONT face=Arial> for information related to filing a claim, checking the status of a claim and other claim related issues.</FONT></SPAN><FONT face=Arial><SPAN> </SPAN><SPAN>If you have additional questions that are not addressed on this website, please contact the Claims Management Office at <A href="http://[email protected]/" shape=rect>[email protected]</A>.</SPAN></FONT> </P> <P class=msonormal style="MARGIN: 0in 0in 0pt"><SPAN><FONT face=Arial> </FONT></SPAN> </P> <P class=msonormal style="MARGIN: 0in 0in 0pt"><SPAN><FONT face=Arial>We hope that this provides you with all of the information you need. If you have further questions, please feel free to call TSA, toll free, at (866) 289-9673.</FONT></SPAN> </P> <P class=msonormal style="MARGIN: 0in 0in 0pt"><SPAN><FONT face=Arial> </FONT></SPAN> </P> <P class=msonormal style="MARGIN: 0in 0in 0pt"><SPAN><FONT face=Arial> </FONT></SPAN> </P> <P class=msonormal style="MARGIN: 0in 0in 0pt"><SPAN><FONT face=Arial><O xmlns="#DEFAULT" o="urn:x-prefix:o" p="#DEFAULT"></O></FONT></SPAN></P> <P class=msonormal style="MARGIN: 0in 0in 0pt"></P> <P> </P></div>
</font><br /> <br><br><div>--- Original Message ---<BR>From: (b) (6) ><BR>Received: 11/3/08 10:46:37 AM EST<BR>To: "TSA Contact Center" <[email protected]><BR>Subject: Lost Sunglasses<BR><BR> <META content="Microsoft Exchange Server" name=Generator><!-- converted from rtf --> <STYLE><!-- .EmailQuote { margin-left: 1pt; padding-left: 4pt; border-left: #800000 2px solid; } --></STYLE> <FONT face="Arial, sans-serif" size=2> <DIV>My name is(b) (6) and I was flying out of OKC last Sunday night. I was on flight 5:25 from OKC to DAL. I then went on from DAL to MAF at 9:55, though both of my flights were delayed. I was flying with Southwest. I had a black pair of Arnette sunglasses in my suit case. I didn't unpack until late this week and noticed that my sunglasses did not make it back with me and that there was a TSA card in my bag. The card said that they had opened my bag to inspect it. What steps do I need to take to either locate my sunglasses or get reimbursed?</DIV> <DIV> </DIV> <DIV><FONT face="Times New Roman, serif" size=3>Thanks, <BR>< (b) (6) /I> <BR>(b) (6) <BR>Phone: (b) (6) <BR>Email: (b) (6) </FONT></DIV> <DIV><FONT face="Times New Roman, serif" size=3> </FONT></DIV> <DIV><FONT size=3><BR></FONT></DIV> <DIV><FONT color=#c0c0c0 size=3><U> ________________________________ </U></FONT></DIV> <DIV><FONT face="Arial, sans-serif" color=#808080 size=1>This email (and attachments if any) is intended only for the use of the individual or entity to which it is addressed, and may contain information that is privileged, confidential and exempt from disclosure under applicable law. If the reader of this email is not the intended recipient, or the employee or agent responsible for delivering this message to the intended recipient, you are hereby notified that any dissemination, distribution or copying of this communication is strictly prohibited. If you have received this communication in error, please notify the sender immediately by return email and destroy all copies of the email (and attachments if any).<BR></FONT></DIV></FONT></div> <BR><BR>------ TCC Control Number: ------<BR><<#254174-345128#>></body></html> END RECORD
CONTACT RECORD
EID: 50290291 Contact Type: Contact Date: Medium: EMAIL Contact Status: CLOSED Incident Date: Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: (b) (6) Subject: ISSUE, Baggage inspection complaint Body: To whom it may concern, I departed on September 24, 2007 from Oklahoma City on AA1135. When I picked up my bag in Tucson, it was partially open with the cord of the cell phone charger hanging out. A magazine in the outer pocket was roughly folded to make it fit and jammed back into the pocket along with the baggage inspection notice. I am a frequent business traveller and have not experienced this level of haste or carelessness before. I am bringing this to your attention because I thought you should know. Sincerely,
(b) (6)
Agent Notes: General Complaint & Falling Short of Standard General Complaint & Falling Short of Standard, Follow Up: To TSOC Date: From TSOC Date: Last Updated By: Last Update Date: Opening Agent: Opened Date: 9/27/2007 11:25:47 AM Linked Event IDs:
(b) (6)
Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, Airline: Subject Category: Mishandling of Passengers Property - Disarrayed Carry-on/Checked Baggage - Mishandling of Passengers Property Disarrayed Carry-on/Checked Baggage Interaction Type: COMPLAINT Response Email: From: Prior Vendor To: (b) (6) Subject: Re: Baggage inspection complaint <<#129713-194904#>>
Body: <html><HEAD><STYLE>p {margin-bottom: 0; margin-top: 0;}</STYLE></HEAD><body><FONT SIZE="2"> <DIV STYLE="font-family: Arial;color: #000000;"><FONT size=3><FONT size=3><FONT size=3><FONT size=3><FONT size=3><FONT size=3><FONT face="Tahoma, Verdana, Arial" size=2> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><SPAN style="FONT-FAMILY: Arial"><FONT size=3>Thank you for your electronic mail message. <FONT face="Arial, Helvetica, sans-serif">We are sorry you were unhappy with your recent travel experience and hope that the following information will be helpful. </FONT></FONT></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><SPAN style="FONT-FAMILY: Arial"><FONT size=3> <?xml:namespace prefix = o ns = "urn:schemas-microsoft-com:office:office" /><o:p></o:p></FONT></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><SPAN style="FONT-FAMILY: Arial"><FONT size=3>One of our key objectives has been to ensure that all passengers consistently receive professional and courteous checkpoint processing while maintaining our high level of security. Along with expanded training on the enhanced security procedures, each Federal airport screener receives training on professional and courteous conduct to make the process run smoothly and reduce the inconvenience to the public. <o:p></o:p></FONT></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><SPAN style="FONT-FAMILY: Arial"><FONT size=3> <o:p></o:p></FONT></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><SPAN style="FONT-FAMILY: Arial"><FONT size=3>Enhanced security measures require that all checked baggage undergo some form of screening for prohibited items. A variety of security measures are applied to the baggage and/or persons of passengers selected through the screening process, including random searches. Physical search of the luggage is required to clear every alarm. TSA screeners should exercise great care during the screening process to ensure that passengers' belongings are returned and not damaged when a bag needs to be opened. Unfortunately, on some occasions the screening process may fall short of our established standard. We apologize if these high standards were not met.<o:p></o:p></FONT></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><SPAN style="FONT-FAMILY: Arial"><FONT size=3> <o:p></o:p></FONT></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><SPAN style="FONT-FAMILY: Arial"><FONT size=3>We monitor the number and nature of complaints we receive to track trends and spot areas of concern that may require special attention. This ongoing process will enable us to ensure prompt, corrective action whenever we determine that security-screening policies need modification or specific employees or screener teams are the subjects of repeated complaints.<o:p></o:p></FONT></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><SPAN style="FONT-FAMILY: Arial"><FONT size=3> <o:p></o:p></FONT></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><SPAN style="FONT-FAMILY: Arial"><FONT size=3>We appreciate your taking the time to share your thoughts and concerns with us. We are confident that the training that we provide to the new Federal workforce will result in a courteous and professional staff of security screeners so that your unfortunate experience is not repeated.<o:p></o:p></FONT></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><SPAN style="FONT-FAMILY: Arial"><FONT size=3> <o:p></o:p></FONT></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><SPAN style="FONT-FAMILY: Arial"><FONT size=3> <o:p></o:p></FONT></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT size=3><?xml:namespace prefix = st1 ns = "urn:schemas-microsoftcom:office:smarttags" /><st1:place w:st="on"><st1:PlaceName w:st="on"><SPAN style="FONT-FAMILY: Arial">TSA</SPAN></st1:PlaceName><SPAN style="FONT-FAMILY: Arial"> <st1:PlaceName w:st="on">Contact</st1:PlaceName> <st1:PlaceType w:st="on">Center</st1:PlaceType></SPAN></st1:place><SPAN style="FONT-FAMILY: Arial"><o:p></o:p></SPAN></FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><SPAN style="FONT-FAMILY: Arial"><o:p><FONT size=3> </FONT></o:p></SPAN></P> <P></FONT></FONT></FONT></FONT> </P></FONT></FONT></FONT></DIV> <DIV STYLE="font-family: Arial;color: #000000;"></DIV> </FONT><BR><br><br><DIV>--- Original Message ---<BR>From: < (b) (6) ><BR>Received: 9/27/2007 11:25:47 AM Eastern Standard Time (GMT - 4:00 )<BR>To: "TSA Contact Center" <[email protected]><BR>Subject: Baggage inspection complaint<BR><BR> <META content="MS Exchange Server version 6.5.7652.24" name=Generator><!-- Converted from text/plain format --> <P><FONT size=2>To whom it may concern,<BR><BR>I departed on September 24, 2007 from Oklahoma City on AA1135. When I picked up my bag in Tucson, it was partially open with the cord of the cell phone charger hanging out. A magazine in the outer pocket was roughly folded to make it fit and jammed back into the pocket along with the baggage inspection notice. <BR><BR>I am a frequent business traveller and have not experienced this level of haste or carelessness before. I am bringing this to your attention because I thought you should know.<BR><BR>Sincerely,<BR><BR><BR (b) (6) <BR>(b) (6) <(b) (6) , (b) (6) FONT> </P></DIV><BR><BR>-----(b) (6) TCC Control Number: ------<BR><<#129713-194904#>></body></html> END RECORD
(b) (6)
CONTACT RECORD
EID: 50294509 Contact Type: Contact Date: 2008-04-12 11:54:28 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2008-04-12 11:56:08 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Items missing from checked bag@ OKC ( Play Station Portable ). Body: Agent Notes: Provided Lost and Found information to caller and walked caller thru claim process Provided Lost and Found information to caller and walked caller thru claim process. Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Opening Agent: Opened Date: 4/12/2008 11:54:28 AM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, Airline: Southwest AirlinesSouthwest Airlines, Subject Category: Claim Form Requests - Missing items from Checked Baggage - Claim Form Requests - Missing items from Checked Baggage Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 50295818 Contact Type: Contact Date: 2008-03-12 13:25:35 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2008-03-11 16:30:00 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Items missing from checked bag @ (OKC & radar equipment). Body: Agent Notes: Provided Lost and Found information to caller and advised caller how to download a claim form online. Provided Lost and Found information to caller and advised caller how to download a claim form online. Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Opening Agent: Opened Date: 3/12/2008 1:25:35 PM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, LAS Las Vegas, NV, USA - Mccarran International Airport, HOU,Houston, TX, USA - Houston Hobby Airport, Airline: Southwest AirlinesSouthwest Airlines, Subject Category: Claim Form Requests - Missing items from Checked Baggage - Claim Form Requests - Missing items from Checked Baggage Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 50299718 Contact Type: Contact Date: Medium: EMAIL Contact Status: CLOSED Incident Date: Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: (b) (6) Subject: ISSUE, problem with luggage check Body: I had a bad experience recently on a Southwest flight that I feel should be reported. On Flight 11 or 112 from OKC to Las Vegas to Santa Ana, CA, on September 26, my husband & I arrived in Santa Ana with our 2 suitcases. His had been opened and the sheet from TSA was inside the bag. The bag was left unzipped completely and arrived dumping out its contents down the shoot. My bag was also opened, and the luggage tag found inside the suitcase, on the bottom. My suitcase was 3/4 unzipped. No TSA sheet was inside. We observed 2 other travelers picking up pieces of their suitcase contents because their suitcases as well were not closed. It does not seem this should be an acceptable occurrence. I would very much like to see the people doing the searching spoken to hopefully to prevent this happening again. Traveling is hard enough these days, but this was the icing on the cake. Thank you for any help you can provide to re-train your people. Sincerely,
(b) (6)
Agent Notes: General Complaint & Falling Short of Standard General Complaint & Falling Short of Standard, Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Opening Agent: Opened Date: 10/3/2007 9:32:09 AM Linked Event IDs: Responses: Response Airport: OKCOKC Airline: Subject Category: Mishandling of Passengers Property - Disarrayed Carry-on/Checked Baggage - Mishandling of Passengers Property Disarrayed Carry-on/Checked Baggage Interaction Type: COMPLAINT Response Email: From: Prior Vendor To: (b) (6) Subject: Re: problem with luggage check <<#131058-196480#>> Body: <html><HEAD><STYLE>p {margin-bottom: 0; margin-top: 0;}</STYLE></HEAD><body><FONT SIZE="2">
<DIV STYLE="font-family: Arial;color: #000000;"><FONT size=3><FONT size=3><FONT size=3><FONT size=3><FONT size=3><FONT size=3><FONT face="Tahoma, Verdana, Arial" size=2> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><SPAN style="FONT-FAMILY: Arial"><FONT size=3>Thank you for your electronic mail message. <FONT face="Arial, Helvetica, sans-serif">We are sorry you were unhappy with your recent travel experience and hope that the following information will be helpful. </FONT></FONT></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><SPAN style="FONT-FAMILY: Arial"><FONT size=3> <?xml:namespace prefix = o ns = "urn:schemas-microsoft-com:office:office" /><o:p></o:p></FONT></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><SPAN style="FONT-FAMILY: Arial"><FONT size=3>One of our key objectives has been to ensure that all passengers consistently receive professional and courteous checkpoint processing while maintaining our high level of security. Along with expanded training on the enhanced security procedures, each Federal airport screener receives training on professional and courteous conduct to make the process run smoothly and reduce the inconvenience to the public. <o:p></o:p></FONT></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><SPAN style="FONT-FAMILY: Arial"><FONT size=3> <o:p></o:p></FONT></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><SPAN style="FONT-FAMILY: Arial"><FONT size=3>Enhanced security measures require that all checked baggage undergo some form of screening for prohibited items. A variety of security measures are applied to the baggage and/or persons of passengers selected through the screening process, including random searches. Physical search of the luggage is required to clear every alarm. TSA screeners should exercise great care during the screening process to ensure that passengers' belongings are returned and not damaged when a bag needs to be opened. Unfortunately, on some occasions the screening process may fall short of our established standard. We apologize if these high standards were not met.<o:p></o:p></FONT></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><SPAN style="FONT-FAMILY: Arial"><FONT size=3> <o:p></o:p></FONT></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><SPAN style="FONT-FAMILY: Arial"><FONT size=3>We monitor the number and nature of complaints we receive to track trends and spot areas of concern that may require special attention. This ongoing process will enable us to ensure prompt, corrective action whenever we determine that security-screening policies need modification or specific employees or screener teams are the subjects of repeated complaints.<o:p></o:p></FONT></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><SPAN style="FONT-FAMILY: Arial"><FONT size=3> <o:p></o:p></FONT></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><SPAN style="FONT-FAMILY: Arial"><FONT size=3>We appreciate your taking the time to share your thoughts and concerns with us. We are confident that the training that we provide to the new Federal workforce will result in a courteous and professional staff of security screeners so that your unfortunate experience is not repeated.<o:p></o:p></FONT></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><SPAN style="FONT-FAMILY: Arial"><FONT size=3> <o:p></o:p></FONT></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><SPAN style="FONT-FAMILY: Arial"><FONT size=3> <o:p></o:p></FONT></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT size=3><?xml:namespace prefix = st1 ns = "urn:schemas-microsoftcom:office:smarttags" /><st1:place w:st="on"><st1:PlaceName w:st="on"><SPAN style="FONT-FAMILY: Arial">TSA</SPAN></st1:PlaceName><SPAN style="FONT-FAMILY: Arial"> <st1:PlaceName w:st="on">Contact</st1:PlaceName> <st1:PlaceType w:st="on">Center</st1:PlaceType></SPAN></st1:place><SPAN style="FONT-FAMILY: Arial"><o:p></o:p></SPAN></FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><SPAN style="FONT-FAMILY: Arial"><o:p><FONT size=3> </FONT></o:p></SPAN></P> <P></FONT></FONT></FONT></FONT> </P></FONT></FONT></FONT></DIV> <DIV STYLE="font-family: Arial;color: #000000;"></DIV> </FONT><BR><br><br><DIV>--- Original Message ---<BR>From: (b) (6) ><BR>Received: 10/3/2007 9:32:09 AM Eastern Standard Time (GMT - 4:00 )<BR>To: "TSA Contact Center" <[email protected]><BR>Subject: problem with luggage check<BR><BR> <META content="MSHTML 6.00.6000.16525" name=GENERATOR> <STYLE></STYLE> <LABEL id=HbSession SessionId="1195765393"></LABEL> <DIV>I had a bad experience recently on a Southwest flight that I feel should be reported. On Flight 11 or 112 from OKC to Las Vegas to Santa Ana, CA, on September 26, my husband & I arrived in Santa Ana with our 2 suitcases.</DIV> <DIV>His had been opened and the sheet from TSA was inside the bag. The bag was left unzipped completely and arrived dumping out its contents down the shoot.</DIV> <DIV>My bag was also opened, and the luggage tag found inside the suitcase, on the bottom. My suitcase was 3/4 unzipped. No TSA sheet was inside.</DIV> <DIV>We observed 2 other travelers picking up pieces of their suitcase contents because their suitcases as well were not closed. </DIV> <DIV>It does not seem this should be an acceptable occurrence. I would very much like to see the people doing the searching spoken to - hopefully to prevent this happening again. Traveling is hard enough these days, but this was the icing on the cake.</DIV> <DIV>Thank you for any help you can provide to re-train your people. </DIV>
<DIV>Sincerely,</DIV> <DIV <DIV <DIV /DIV> <P></P></DIV><BR><BR>------ TCC Control Number: ------<BR><<#131058-196480#>></body></html> END RECORD
(b) (6)
CONTACT RECORD
EID: 50302502 Contact Type: Contact Date: Medium: EMAIL Contact Status: CLOSED Incident Date: Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Body: I passed through your airport screening process at the Oklahoma City Airport on 8/20/2007 at approximately 3 pm. I was embarrassed by the conduct of your personnel. I have a medical condition and travel with a CPAP machine. That machine is prescribed by my doctor. The fact that I use a medical device is not to be made public, but your personnel did. When my machine passed through the scanner the person running the scanned hollered out "CPAP", then removed it from the belt and place it on the floor. He then yelled CPAP again and another TSA employee named (b) (6) walked over. Then (b) (6) looked down at my machine and placed his hand over his mouth in the form of a cup and proceeded to breathe deeply. He made fun of my medical condition. It was embarrassing. My CPAP machine was then given to another TSA employee that passed the patch over it. Then they left the machine on the stainless steel table and reran the black bag the CPAP was in through the scanner. The bag had already been through the scanner. After the return of the bag, I put the CPAP away. I then ask to speak to the supervisor and related this story.
(b) (6)
Your TSI web site indicates: "If it is necessary to open your checked or carry-on baggage TSA will make every effort to do so discretely." Your personnel did not do my screening discretely and one employee even made fun of my medical condition. Traveling today is hard enough without being embarrassed and made fun of. I am writing this complaint as a follow up to my discussions with the supervisor. I trust my concerns will be addressed with your employees. Perhaps you should require (b) (6) to go through some form of dissability sensitivity training.
If you have any questions about this incident please email me at (b)
(6)
Yours truly,
(b) (6)
Agent Notes: Consumer Complaint BCC CSM-No Airport Provided Consumer Complaint BCC CSM-No Airport Provided, bcc
(b) (6)
Follow Up: To TSOC Date: From TSOC Date: Last Updated By: Last Update Date: Opening Agent: Opened Date: 8/27/2007 2:41:58 PM Linked Event IDs:
(b) (6)
Responses: Response Airport: OKCOKC,Oklahoma City, OK, USA - Will Rogers World Airport, Airline: Subject Category: Discourteous- Rude Employee - Discourteous- Rude Employee Interaction Type: COMPLAINT Response Email: From: Prior Vendor To:(b) (6) Subject: Re: Concern <<#122058-185592#>> Body: <html><HEAD><STYLE>p {margin-bottom: 0; margin-top: 0;}</STYLE></HEAD><body><FONT SIZE="2"> <DIV STYLE="font-family: Arial;color: #000000;"><FONT size=3><FONT size=3><FONT size=3><FONT size=3><FONT size=3><FONT size=3> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif">Thank you for your email message. We are sorry you were unhappy with your recent travel experience.</FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif"> <?xml:namespace prefix = o ns = "urn:schemas-microsoft-com:office:office" /><o:p></o:p></FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif">Because your complaint is regarding screening at<SPAN style="mso-spacerun: yes"> OKC</SPAN>, we have forwarded a copy of your email to the Customer Service Manager at that airport. The Customer Service Manager is responsible for ensuring that the screener workforce adheres to TSA principles for professional processing.</FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif"> <o:p></o:p></FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif">We monitor the number and nature of complaints we receive to track trends and spot areas of concern that may require special attention. This ongoing process will enable us to ensure prompt, corrective action whenever we determine that security-screening policies need modification or specific employees or screener teams are the subjects of repeated complaints.</FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif"> <o:p></o:p></FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif">Again, the TSA offers sincere apologies for the discomfort you experienced while traveling and</FONT><SPAN style="FONT-SIZE: 12pt; FONT-FAMILY: Arial; mso-fareast-fontfamily: 'Times New Roman'; mso-ansi-language: EN-US; mso-fareast-language: EN-US; mso-bidi-language: AR-SA"> encourage you to check the latest information at <A href="http://www.tsa.gov/">www.tsa.gov</A>.</SPAN><FONT face=Arial></FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif"> <o:p></o:p></FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif">TSA Contact Center</FONT></P><FONT face="Tahoma, Verdana, Arial" size=2></FONT></FONT></FONT></FONT></FONT></FONT></FONT></DIV> <DIV STYLE="font-family: Arial;color: #000000;"></DIV> </FONT><BR><br><br><DIV>--- Original Message ---<BR>From: (b) (6) BR>Received: 8/27/2007 2: Time (GMT - 4:00 )<BR>To: "TSA Contact Center" <[email protected]><BR>Cc: & BR>Subject: Concern<BR><BR> <META content="MSHTML 6.00.6000.16525" name=GENERATOR> <STYLE></STYLE>
(b) (6)
<DIV><FONT face=Arial size=2> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Times New Roman" size=3>I passed through your airport screening process at the Oklahoma City Airport on 8/20/2007 at approximately 3 pm.<SPAN style="mso-spacerun: yes"> </SPAN>I was embarrassed by the conduct of your personnel.<SPAN style="mso-spacerun: yes"> </SPAN>I have a medical condition and travel with a CPAP machine.<SPAN style="mso-spacerun: yes"> </SPAN>That machine is prescribed by my doctor.<SPAN style="msospacerun: yes"> </SPAN>The fact that I use a medical device is not to be made public, but your personnel did.<SPAN style="msospacerun: yes"> </SPAN>When my machine passed through the scanner the person running the scanned hollered out GÇ£CPAPGÇ¥, then removed it from the belt and place it on the floor.<SPAN style="mso-spacerun: yes"> </SPAN>He then yelled CPAP again and another TSA employee named (b) (6)walked over.<SPAN style="mso-spacerun: yes"> </SPAN>Then (b) (6) looked down at my machine and placed his hand over his mouth in the form of a cup and proceeded to breathe deeply.<SPAN style="mso-spacerun: yes"> </SPAN>He made fun of my medical condition.<SPAN style="mso-spacerun: yes"> </SPAN>It was embarrassing.<SPAN style="mso-spacerun: yes"> </SPAN>My CPAP machine was then given to another TSA employee that passed the patch over it.<SPAN style="mso-spacerun: yes"> </SPAN>Then they left the machine on the stainless steel table and reran the black bag the CPAP was in through the scanner.<SPAN style="mso-spacerun: yes"> </SPAN>The bag had already been through the scanner.<SPAN style="mso-spacerun: yes"> </SPAN>After the return of the bag, I put the CPAP away.<SPAN style="mso-spacerun: yes"> </SPAN>I then ask to speak to the supervisor and related this story.</FONT></P> <P><FONT face="Times New Roman" size=3>Your TSI web site indicates: GÇ£If it is necessary to open your checked or carry-on baggage TSA will make every effort to do so discretely.GÇ¥<SPAN style="mso-spacerun: yes"> </SPAN>Your personnel did not
do my screening discretely and one employee even made fun of my medical condition.</FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Times New Roman" size=3>Traveling today is hard enough without being embarrassed and made fun of.<SPAN style="mso-spacerun: yes"> </SPAN>I am writing this complaint as a follow up to my discussions with the supervisor.<SPAN style="mso-spacerun: yes"> </SPAN>I trust my concerns will be addressed with your employees. Perhaps you should require (b) (6) to go through some form of dissability sensitivity training.</FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Times New Roman" size=3></FONT> </P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Times New Roman" size=3>If you have any questions about this incident please email me at <A href="mailto (b) (6) > (b) (6) </A>.</FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT size=3><FONT face="Times New Roman"> <?xml:namespace prefix = o ns = "urn:schemas-microsoft-com:office:office" /><o:p></o:p></FONT></FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Times New Roman" size=3>Yours truly,</FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Times New Roman" size=3></FONT> </P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Times New Roman" size=3>(b) (6) FONT></P></FONT></DIV></DIV><BR><BR>------ TCC Control Number: ------<BR><<#122058-185592#>></body></html> END RECORD
CONTACT RECORD
EID: 50302773 Contact Type: Contact Date: Medium: EMAIL Contact Status: CLOSED Incident Date: Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: (b) (6) Subject: ISSUE, Lost Itmes and other observations Body: Transportation Security Administration, Do not know what happened but my suitcase was inspected according to the "Notice of Baggage Inspection" found in the bag at home. The bag came back with a broken metal support as if smashed in two and the bag obviously has to be replaced before further travel. My flight was American Airlines 661 from Oklahoma City to Dallas / Ft Worth, yesterday September 18, 2007. Missing from the bag was a spare battery for my cell phone and a leather note book with my trip descriptions over the past year. You could say I am a frequent flyer since I travel every month and have been on the road with this bag over 150 days this year. I have observed TSA personnel trying to lift baggage up on the metal tables to examine the contents and know that the bags take a beating. I know that the airline baggage handlers are not doctor gentle all the time either. But yesterday there was only two passengers in the baggage claim area from flight 661 at DFW. Myself and a female advertising person. So there was not the heavy assortment of bags, packages and what'all from flight 661 that might be seen on other flights. Observations and logic tells me where and when my bag was damaged. I do not expect bags to protect themselves just their contents. But I know my bag was not damaged when I packed it yesterday to return to Texas. I would like you to find my battery and notebook and return them to me.. I woud appreciate consideration for my bag. Thank You,
(b) (6)
TEL: (b) (6) e-mail: (b) (6) Agent Notes: Claim Request Claim Request, Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Opening Agent: Opened Date: 9/20/2007 9:37:29 AM Linked Event IDs: Responses: Response Airport: OKCOKC Airline: Subject Category: Claim Form Requests-Checked Bag - Claim Form Requests-Checked Bag
Interaction Type: COMPLAINT Response Email: From: Prior Vendor To:
(b) (6)
Subject: Re: Lost Itmes and other observations <<#128456-193467#>> Body: <html><HEAD><STYLE>p {margin-bottom: 0; margin-top: 0;}</STYLE></HEAD><body><FONT SIZE="2"> <DIV STYLE="font-family: Arial;color: #000000;"><FONT size=3><FONT size=3><FONT size=3><FONT size=3><FONT size=3> <P class=MsoNormal style="MARGIN: 0in 0in 0pt; mso-layout-grid-align: none"><SPAN style="FONT-SIZE: 11pt; mso-bidi-font-size: 10.0pt"><FONT face="Arial, Helvetica, sans-serif" size=3>Thank you for your e-mail message.<SPAN style="mso-spacerun: yes"> </SPAN></FONT></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt; mso-layout-grid-align: none"><SPAN style="FONT-SIZE: 11pt; FONT-FAMILY: Fixedsys; mso-bidi-font-size: 9.0pt; mso-bidi-font-family: Fixedsys"><FONT face="Arial, Helvetica, sans-serif"><FONT size=3> </FONT></FONT></SPAN><SPAN style="FONT-SIZE: 11pt; FONT-FAMILY: Fixedsys; mso-bidi-font-size: 9.0pt; mso-bidifont-family: Fixedsys"><FONT face="Arial, Helvetica, sans-serif"><FONT size=3> <?xml:namespace prefix = o ns = "urn:schemasmicrosoft-com:office:office" /><o:p></o:p></FONT></FONT></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt; mso-layout-grid-align: none"><SPAN style="FONT-SIZE: 11pt; FONT-FAMILY: Fixedsys; mso-bidi-font-size: 9.0pt; mso-bidi-font-family: Fixedsys"><FONT face="Arial, Helvetica, sans-serif"><FONT size=3>The Transportation Security Administration (TSA) is responsible for reviewing all claims relating to the screening of passengers and their baggage.<SPAN style="mso-spacerun: yes"> </SPAN>In order to protect your rights under federal law and to file a valid claim, you must send your claim in writing to TSA, stating the circumstances of the loss and the exact amount you are claiming (fair market value of lost or destroyed property, reasonable cost of repair for damaged property), within two years after your claim accrued.<SPAN style="mso-spacerun: yes"> </SPAN>The claim must be signed by you or your authorized representative (e.g., an attorney or other personal representative with appropriate proof of authority).<SPAN style="mso-spacerun: yes"> </SPAN><o:p></o:p></FONT></FONT></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt; mso-layout-grid-align: none"><SPAN style="FONT-SIZE: 11pt; FONT-FAMILY: Fixedsys; mso-bidi-font-size: 9.0pt; mso-bidi-font-family: Fixedsys"><FONT face="Arial, Helvetica, sans-serif"><FONT size=3> <o:p></o:p></FONT></FONT></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt; mso-layout-grid-align: none"><SPAN style="FONT-SIZE: 11pt; FONT-FAMILY: Fixedsys; mso-bidi-font-size: 9.0pt; mso-bidi-font-family: Fixedsys"><FONT face="Arial, Helvetica, sans-serif"><FONT size=3>You can satisfy the notice requirement by filling out the attached Standard Form 95 (claim form) in accordance with the instructions, and returning it to the address in box #1.<SPAN style="mso-spacerun: yes"> </SPAN>Please be sure to follow the instructions carefully, and to fill out the claim form completely.<SPAN style="mso-spacerun: yes"> </SPAN>While use of the form is not mandatory, it will help you ensure that you meet the legal requirements for filing a claim.<SPAN style="mso-spacerun: yes"> </SPAN><o:p></o:p></FONT></FONT></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt; mso-layout-grid-align: none"><SPAN style="FONT-SIZE: 11pt; FONT-FAMILY: Fixedsys; mso-bidi-font-size: 9.0pt; mso-bidi-font-family: Fixedsys"><FONT face="Arial, Helvetica, sans-serif"><FONT size=3> <o:p></o:p></FONT></FONT></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt; mso-layout-grid-align: none"><SPAN style="FONT-SIZE: 11pt; FONT-FAMILY: Fixedsys; mso-bidi-font-size: 9.0pt; mso-bidi-font-family: Fixedsys"><FONT face="Arial, Helvetica, sans-serif"><FONT size=3>Once the Claims Management Office has received your claim form, you will be sent a letter of acknowledgement and a claim number.<SPAN style="mso-spacerun: yes"> </SPAN>You should keep the claim number for future reference when inquiring about your claim.<SPAN style="mso-spacerun: yes"> </SPAN>TSA will try to resolve your claim as quickly as possible, but it may need time to make a further investigation of the facts.<SPAN style="mso-spacerun: yes"> </SPAN>If TSA denies your claim, or has not finally resolved it within six months after you have filed it, you may have a right to bring your claim to court.<SPAN style="msospacerun: yes"> </SPAN><o:p></o:p></FONT></FONT></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt; mso-layout-grid-align: none"><SPAN style="FONT-SIZE: 11pt; FONT-FAMILY: Fixedsys; mso-bidi-font-size: 9.0pt; mso-bidi-font-family: Fixedsys"><FONT face="Arial, Helvetica, sans-serif"><FONT size=3> <o:p></o:p></FONT></FONT></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt; mso-layout-grid-align: none"><SPAN style="FONT-SIZE: 11pt; FONT-FAMILY: Fixedsys; mso-bidi-font-size: 9.0pt; mso-bidi-font-family: Fixedsys"><FONT face="Arial, Helvetica, sans-serif"><FONT size=3>Please visit TSAGÇÖs Claims Management OfficeGÇÖs website at </FONT><A title=blocked::https://claims.tsa.dhs.gov/ href="https://claims.tsa.dhs.gov/"><FONT size=3>https://claims.tsa.dhs.gov</FONT></A></FONT><FONT face="Arial, Helvetica, sansserif"><FONT size=3> for information related to filing a claim, checking the status of a claim and other claim related issues.<o:p></o:p></FONT></FONT></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt; mso-layout-grid-align: none"><SPAN style="FONT-SIZE: 11pt; FONT-FAMILY: Fixedsys; mso-bidi-font-size: 9.0pt; mso-bidi-font-family: Fixedsys"><FONT face="Arial, Helvetica, sans-serif"><FONT size=3> <o:p></o:p></FONT></FONT></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt; mso-layout-grid-align: none"><SPAN style="FONT-SIZE: 11pt; FONT-FAMILY: Fixedsys; mso-bidi-font-size: 9.0pt; mso-bidi-font-family: Fixedsys"><FONT face="Arial, Helvetica, sans-serif" size=3>We hope that this provides you with all of the information you need. If you have additional questions related to the claims process, please contact the Claims Management Office at </FONT><A href="mailto:[email protected]"><SPAN style="COLOR: windowtext"><FONT face="Arial, Helvetica, sans-serif" size=3>[email protected]</FONT></SPAN></A><FONT face="Arial, Helvetica, sans-serif"
size=3>. </FONT></SPAN><SPAN style="FONT-SIZE: 11pt; mso-bidi-font-size: 12.0pt"><FONT face="Arial, Helvetica, sansserif"><FONT size=3>Please visit our website at <A href="http://www.tsa.gov/">www.tsa.gov</A> for additional information about TSA.<SPAN style="mso-spacerun: yes"> </SPAN>We continue to add new information and encourage you to check the website frequently for updated information.<o:p></o:p></FONT></FONT></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt; mso-layout-grid-align: none"><SPAN style="FONT-SIZE: 11pt; FONT-FAMILY: Fixedsys; mso-bidi-font-size: 9.0pt; mso-bidi-font-family: Fixedsys"><FONT face="Arial, Helvetica, sans-serif"><FONT size=3> <o:p></o:p></FONT></FONT></SPAN></P><SPAN style="FONT-SIZE: 11pt; FONT-FAMILY: Fixedsys; mso-bidi-font-size: 9.0pt; mso-fareast-font-family: 'Times New Roman'; mso-ansi-language: EN-US; mso-fareast-language: EN-US; mso-bidi-language: ARSA; mso-bidi-font-family: Fixedsys"><FONT face="Arial, Helvetica, sans-serif" size=3>TSA Contact Center</FONT></SPAN></FONT></FONT></FONT></FONT></FONT></DIV> <DIV STYLE="font-family: Arial;color: #000000;"></DIV> </FONT><BR><br><br><DIV>--- Original Message ---<BR>From: <BR>Received: 9/20/2007 9:37:29 AM Eastern Standard Time (GMT - 4:00 )<BR>To: "TSA Contact Center" <[email protected]><BR>Subject: Lost Itmes and other observations<BR><BR> <DIV>Transportation Security Administration,</DIV> <DIV> </DIV> <DIV>Do not know what happened but my suitcase was inspected according to the "Notice of Baggage Inspection" found in the bag at home. The bag came back with a broken metal support as if smashed in two and the bag obviously has to be replaced before further travel.</DIV> <DIV> </DIV> <DIV>My flight was American Airlines 661 from Oklahoma City to Dallas / Ft Worth, yesterday September 18, 2007. Missing from the bag was a spare battery for my cell phone and a leather note book with my trip descriptions over the past year. You could say I am a frequent flyer since I travel every month and have been on the road with this bag over 150 days this year.</DIV> <DIV> </DIV> <DIV>I have observed TSA personnel trying to lift baggage up on the metal tables to examine the contents and know that the bags take a beating. I know that the airline baggage handlers are not doctor gentle all the time either. But yesterday there was only two passengers in the baggage claim area from flight 661 at DFW. Myself and a female advertising person. So there was not the heavy assortment of bags, packages and what'all from flight 661 that might be seen on other flights. Observations and logic tells me where and when my bag was damaged. I do not expect bags to protect themselves just their contents. But I know my bag was not damaged when I packed it yesterday to return to Texas.</DIV> <DIV> </DIV> <DIV>I would like you to find my battery and notebook and return them to me.. I woud appreciate consideration for my bag.</DIV> <DIV> </DIV> <DIV>Thank You,</DIV> <DIV> </DIV> <DIV V> <DIV DIV> <DIV (b) (6) /DIV> <DIV DIV> <DIV>e-mail: <A href="mailto (b) (6) > </A></DIV></DIV><BR><BR>------ TCC Control Number: -----<BR><<#128456-193467#>></body></html> END RECORD
(b) (6)
(b) (6)
(b) (6)
CONTACT RECORD
EID: 50304004 Contact Type: Contact Date: Medium: EMAIL Contact Status: CLOSED Incident Date: Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: (b) (6) Subject: ISSUE, Customer Service Feedback Body: THIS GENERATED EMAIL HAS BEEN SENT FROM TSA INTERNET CONTACT US-CUSTOMER SERVICE
(b) (6)
Remote Client IP:(b) (6) System Time: 9/15/2007 9:53:24 PM __________________________________________ User Name:
(b) (6)
User Email:
(b) (6)
__________________________________________ To: [email protected] Category: Complaints Sub Category: Customer Service Message: Please advise of how to resolve a repeated problem. Whenever TSA inspects my checked luggage the TSA approved lock is discarded and the bright colored identifying security strap I use is also discarded. I fully support inspection of any baggage deemed necessary. I do not support the discarding of personal property after the inspection. My latest flight conducted on September 15 from Oklahoma City to Orlando with a plane change in DGW is another example. American Flight 1498 connecting with American Flight 1632. Today now makes a total of three incidents of discarded personal property. Thank you for any attention you may give this matter.
(b) (6)
__________________________________________
Date and Time of message: 9/15/2007 9:53:24 PM Agent Notes: Approved Locks w/ Claim Request Response Approved Locks w/ Claim Request Response, Follow Up: To TSOC Date: From TSOC Date: Last Updated By: Last Update Date: Opening Agent: Opened Date: 9/17/2007 8:37:21 AM Linked Event IDs:
(b) (6)
Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, Airline: Subject Category: TSA Approved Locks - Missing or Damaged - TSA Approved Locks - Missing or Damaged Interaction Type: COMPLAINT Response Email: From: Prior Vendor To: (b) (6) Subject: Re: Customer Service Feedback <<#127380-191980#>> Body: <html><HEAD><STYLE>p {margin-bottom: 0; margin-top: 0;}</STYLE></HEAD><body><FONT SIZE="2"> <DIV STYLE="font-family: Arial;color: #000000;"><FONT size=3><FONT size=3><FONT size=3> <P><FONT face="Arial, Helvetica, sans-serif">Thank you for your e-mail message concerning the destruction of your TSA Approved Lock. </FONT></P> <P><FONT face=Arial></FONT><FONT face="Arial, Helvetica, sans-serif"></FONT> </P> <P><FONT face="Arial, Helvetica, sans-serif">These locks were developed through cooperation between luggage, lock and travel accessory manufacturers and the TSA. </FONT><FONT face="Arial, Helvetica, sans-serif">Under this system, TSA screeners are able to unlock and then relock luggage without damage through the use of passkey sets that are available to TSA screeners. These locks are accepted and recognized by the TSA for use at all airports where TSA screening is performed. </FONT></P> <P><FONT face="Arial, Helvetica, sans-serif"></FONT> </P> <P><FONT face="Arial, Helvetica, sans-serif">However, TSA does not approve or endorse this particular product and we expect additional vendors to provide different versions of these "Dual Custody" padlocks to the retail market. While we cannot guarantee that the TSA accepted locks will not be broken during security screening, we do request that you report such incidents to the TSA Contact Center (TCC) so that we can take appropriate action. </FONT></P> <P><FONT face="Arial, Helvetica, sans-serif"></FONT> </P> <P><FONT face="Arial, Helvetica, sans-serif">Additional information on these products can be found on the Travel Sentry web site at <U><FONT color=#0000ff>www.travelsentry.org</U></FONT></FONT><FONT face="Arial, Helvetica, sans-serif"> and on the Safe Skies web site at <U><FONT color=#0000ff>www.safeskieslocks.com</U></FONT></FONT><FONT face="Arial, Helvetica, sansserif">.</FONT></P> <P><FONT face="Arial, Helvetica, sans-serif">We have attached a copy of our claims form so that you may seek compensation for the replacement of your lock. While use of the form is not mandatory, it will help you ensure that you meet the legal requirements for filing a claim. </FONT></P> <P><FONT face="Arial, Helvetica, sans-serif"></FONT> </P> <P><FONT face="Arial, Helvetica, sans-serif">In order to protect your rights under federal law and to file a valid claim, you must send your claim in writing to TSA, stating the circumstances of the loss and the exact amount you are claiming (fair market value of lost or destroyed property, reasonable cost of repair for damaged property), within two years after your claim accrued. The claim must be signed by you or your authorized representative (e.g., an attorney or other personal representative with appropriate proof of authority). </FONT></P> <P><FONT face="Arial, Helvetica, sans-serif"></FONT> </P> <P><FONT face="Arial, Helvetica, sans-serif">You can satisfy the notice requirement by filling out the attached Standard Form 95 (claim form) in accordance with the instructions, and returning it to the address in box #1. Please be sure to follow the instructions carefully, and to fill out the claim form completely. </FONT></P> <P><FONT face=Arial></FONT> </P> <P><FONT face="Arial, Helvetica, sans-serif">Once the Claims Management Office has received your claim form, you will be sent a letter of acknowledgement and a claim number. You should keep the claim number for future reference when inquiring about your claim. TSA will try to resolve your claim as quickly as possible, but it may need time to make a further investigation of the facts. If TSA denies your claim, or has not finally resolved it within six months after you have filed it, you may have a right to bring your claim to court. </FONT></P> <P><FONT face="Arial, Helvetica, sans-serif"></FONT> </P> <P><FONT face="Arial, Helvetica, sans-serif">Please visit TSAGÇÖs Claims Management OfficeGÇÖs website at <A title=blocked::https://claims.tsa.dhs.gov/ href="https://claims.tsa.dhs.gov/">https://claims.tsa.dhs.gov</A> for information related
to filing a claim, checking the status of a claim and other claim related issues.</FONT></P> <P><FONT face=Arial></FONT> </P> <P><FONT face=Arial></FONT> </P> <P><FONT face="Arial, Helvetica, sans-serif">TSA Contact Center</FONT></P> <P><FONT face="Arial, Helvetica, sans-serif"></FONT> </P> <P><FONT face="Arial, Helvetica, sans-serif"></FONT> </P></FONT></FONT></FONT></DIV> <DIV STYLE="font-family: Arial;color: #000000;"></DIV> </FONT><BR><br><br><DIV>--- Original Message ---<BR>From: <(b) (6) ><BR>Received: 9/17/2007 8:37:20 AM Eastern Standard Time (GMT - 4:00 )<BR>To: "TSA Contact Center" <[email protected]><BR>Subject: Customer Service Feedback<BR><BR> <META content="MS Exchange Server version 6.5.7638.1" name=Generator><!-- Converted from text/plain format --> <P><FONT size=2>THIS GENERATED EMAIL HAS BEEN SENT FROM TSA INTERNET CONTACT US-CUSTOMER SERVICE</FONT> </P> <P><FONT size=2>Remote Client IP:(b) (6) </FONT> <BR><FONT size=2>System Time: 9/15/2007 9:53:24 PM</FONT> <BR><FONT size=2>__________________________________________</FONT> </P> <P><FONT size=2>User Name: </FONT><BR><FONT size=2 (b) (6) /FONT> </P> <P><FONT size=2>User Email: </FONT><BR><FONT size=2>(b) (6) </FONT> <BR><FONT size=2>__________________________________________</FONT> </P> <P><FONT size=2>To:</FONT> <BR><FONT size=2>[email protected]</FONT> </P> <P><FONT size=2>Category: </FONT><BR><FONT size=2>Complaints</FONT> </P> <P><FONT size=2>Sub Category: </FONT><BR><FONT size=2>Customer Service</FONT> </P> <P><FONT size=2>Message: </FONT><BR><FONT size=2>Please advise of how to resolve a repeated problem. Whenever TSA inspects my checked luggage the TSA approved lock is discarded and the bright colored identifying security strap I use is also discarded. I fully support inspection of any baggage deemed necessary. I do not support the discarding of personal property after the inspection. My latest flight conducted on September 15 from Oklahoma City to Orlando with a plane change in DGW is another example. American Flight 1498 connecting with American Flight 1632.</FONT></P> <P><FONT size=2>Today now makes a total of three incidents of discarded personal property.</FONT> </P> <P><FONT size=2>Thank you for any attention you may give this matter.</FONT> </P><BR> <P><FONT size=2 (b) (6) </FONT> <BR><FONT size=2>(b) (6) </FONT> <BR><FONT size=2>(b) (6) (b) (6) </FONT> <BR><FONT size=2>(321) 431-2329</FONT> </P><BR> <P><FONT size=2>__________________________________________</FONT> <BR><FONT size=2>Date and Time of message: 9/15/2007 9:53:24 PM</FONT> </P></DIV><BR><BR>------ TCC Control Number: ------<BR><<#127380-191980#>></body></html> END RECORD
CONTACT RECORD
EID: 50308375 Contact Type: Contact Date: 2007-08-30 02:17:36 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2007-08-30 02:17:36 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Caller flew with American airlines and has a NOI in luggage - husband works for airport police. Eyeglasses are not located in luggage and needs to locate. Body: Agent Notes: Provided Lost and Found information to caller and advised to complete a claim form. Provided Lost and Found information to caller and advised to complete a claim form. Provided Lost and Found information to caller and SF-95 form mailed on (Date), Follow Up: To TSOC Date: From TSOC Date: Last Updated By: Last Update Date: Opening Agent: Opened Date: 8/30/2007 2:17:36 AM Linked Event IDs:
(b) (6)
Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, Airline: American Airlines -¬American Airlines -¬, Subject Category: Claim Form Requests - Missing items from Checked Baggage - Claim Form Requests - Missing items from Checked Baggage Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 50313352 Contact Type: Contact Date: 2007-10-09 13:10:04 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2007-10-09 13:10:56 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Items damaged in checked bag @ (OKC & 3D camera). NOI was in bag. Body: Agent Notes: Provided caller with information on the claims process. Provided caller with information on the claims process. Caller also stated that his power plug was missing from bag. Offered claim form to caller. Caller also asked about how he can prevent this from happening in the future. Advised caller to request to be present during inspection. Follow Up: To TSOC Date: From TSOC Date: Last Updated By: Last Update Date: Opening Agent: Opened Date: 10/9/2007 1:10:04 PM Linked Event IDs:
(b) (6)
Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, Airline: Subject Category: Claim Form Requests-Checked Bag - Claim Form Requests-Checked Bag Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 50315514 Contact Type: Contact Date: 2007-10-25 13:43:37 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2007-10-24 15:15:00 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Caller asked if they can lock their checked luggage when traveling and if so where can these locks be purchased, will the screeners be able to unlock and relock the luggage also what is the policy for traveling thru foreign airports with the TSA approved , Body: Agent Notes: Advised caller to use Travel Sentry or Safe Skies locks which are TSA approved to avoid having lock cut during screening. Also informed the caller that the screeners at foreign airports do not have access to unlock and lock the TSA approved locks as a TSA screener would be able too. Informed caller if they needed more information regarding the locks and how to obtain them they can go to the travel sentry website Advised caller to use Travel Sentry or Safe Skies locks which are TSA approved to avoid having lock cut during screening. Also informed the caller that the screeners at foreign airports do not have access to unlock and lock the TSA approved locks as a TSA screener would be able too. Informed caller if they needed more information regarding the locks and how to obtain them they can go to the travel sentry website, Customer disappointed that TSA did not re lock her package Flight Number 3794 Follow Up: To TSOC Date: From TSOC Date: Last Updated By: Last Update Date: Opening Agent: Opened Date: 10/25/2007 1:43:37 PM Linked Event IDs:
(b) (6)
Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, Airline: Delta AirDelta Air, Subject Category: TSA Approved Locks- General - TSA Approved Locks- General Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 50319059 Contact Type: Contact Date: Medium: EMAIL Contact Status: CLOSED Incident Date: Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: (b) (6) Subject: ISSUE, Lost Body: On June 30th, I flew from OKC to PDX and my suitcase was searched during this search. I had a pink strap attached to the outside so that I could recognize it at the baggage claim. Who ever did the inspection did not put the pink strap back on my suitcase.
What location would of handled the inspection and how do I get a hold of someone there so that I can get my strap returned?
You can reach me at
(b) (6)
Thanks!
(b) (6)
Agent Notes: Retrieve Items Retrieve Items, Follow Up: To TSOC Date: From TSOC Date: Last Updated By: Last Update Date: Opening Agent: Opened Date: 7/9/2008 10:53:54 AM Linked Event IDs:
(b) (6)
Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers Airline: Subject Category: Lost and Found- TSA - Lost and Found- TSA Interaction Type: COMPLAINT Response Email: From: Prior Vendor To:(b) (6) Subject: Re: Lost <<#217322-300468#>> Body: <html><HEAD><STYLE>p {margin-bottom: 0; margin-top: 0;}</STYLE></HEAD><body><FONT SIZE="2">
<DIV STYLE="font-family: Arial;color: #000000;"><FONT size=3><FONT size=3><FONT size=3><FONT size=3><FONT size=3><FONT size=3><FONT size=3> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><SPAN style="FONT-FAMILY: Arial">Thank you for your e-mail.<?xml:namespace prefix = o ns = "urn:schemas-microsoft-com:office:office" /><o:p></o:p></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><SPAN style="FONT-FAMILY: Arial"><o:p> </o:p></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><SPAN style="FONT-FAMILY: Arial">On February 17, 2002, the Transportation Security Administration (TSA) assumed responsibility for security at all airports in the <?xml:namespace prefix = st1 ns = "urn:schemasmicrosoft-com:office:smarttags" /><st1:country-region w:st="on"><st1:place w:st="on">United States</st1:place></st1:countryregion>.<SPAN style="mso-spacerun: yes"> </SPAN>TSA was required by law to replace contract screeners with a workforce of Federal screeners by November 19, 2002.<SPAN style="mso-spacerun: yes"> </SPAN>Incrementally, airports were staffed with Federal screeners until TSA met that mandate.<SPAN style="mso-spacerun: yes"> </SPAN>One of our key objectives has been to ensure that all passengers consistently receive professional and courteous checkpoint processing while maintaining our high level of security.<SPAN style="mso-spacerun: yes"> </SPAN>Along with expanded training on the enhanced security procedures, each Federal airport screener receives training on professional and courteous conduct to make the process run smoothly and reduce the inconvenience to the public.<o:p></o:p></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><SPAN style="FONT-FAMILY: Arial"><o:p> </o:p></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><SPAN style="FONT-FAMILY: Arial">Each airport establishes procedures for handling lost and found items.<SPAN style="mso-spacerun: yes"> </SPAN>TSA follows those procedures where they exist.<SPAN style="mso-spacerun: yes"> </SPAN>The airports in those instances are responsible for holding and disposing items under applicable local laws. <SPAN style="mso-spacerun: yes"> </SPAN>Items such as locks, tags, straps, and other external luggage pieces are often lost or damaged as the baggage goes through the baggage handling equipment and may or may not have been found by airline/airport personnel.<o:p></o:p></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><SPAN style="FONT-FAMILY: Arial"><o:p> </o:p></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><SPAN style="FONT-FAMILY: Arial">In an airport where no policy exists, found articles are collected, stored, and disposed of under General Services Administration rules.<SPAN style="mso-spacerun: yes"> </SPAN>TSA is unable to identify and return all items, but may be able to locate and return items on a case-by-case basis.<SPAN style="mso-spacerun: yes"> </SPAN>We suggest you contact the airport at which your items were confiscated or lost at 405-6803233.</SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><SPAN style="FONT-FAMILY: Arial"><o:p> </o:p></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><SPAN style="FONT-FAMILY: Arial">We work very hard to achieve consistency in the security processes.<SPAN style="mso-spacerun: yes"> </SPAN>As we inspect screening operations at airports and receive feedback from the traveling public, we address inconsistencies and ensure corrective actions are taken, when necessary.<SPAN style="mso-spacerun: yes"> </SPAN>We will continue to do all that we can to inspect screening operations and provide written procedures and training to specify how the process is to be applied.<o:p></o:p></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><SPAN style="FONT-FAMILY: Arial"><o:p> </o:p></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><SPAN style="FONT-FAMILY: Arial">We encourage passengers to visit our website at www.tsa.gov for additional information about TSA.<SPAN style="mso-spacerun: yes"> </SPAN>All travelers are encouraged to visit the section on travel tips before their trip.<SPAN style="mso-spacerun: yes"> </SPAN>The website has information about prohibited and permitted items, the screening process and procedures, and guidance for special considerations that may assist in preparing for air travel.<SPAN style="mso-spacerun: yes"> </SPAN>Passengers can go directly to these tips at http://www.TSATravelTips.us.<o:p></o:p></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><SPAN style="FONT-FAMILY: Arial"><o:p> </o:p></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><SPAN style="FONT-FAMILY: Arial">We hope that this information provides you with a better understanding of the screening process and the procedures necessary to ensure safety.<o:p></o:p></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><SPAN style="FONT-FAMILY: Arial"><o:p> </o:p></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><st1:place w:st="on"><st1:PlaceName w:st="on"><SPAN style="FONT-FAMILY: Arial">TSA</SPAN></st1:PlaceName><SPAN style="FONT-FAMILY: Arial"> <st1:PlaceName w:st="on">Contact</st1:PlaceName> <st1:PlaceType w:st="on">Center</st1:PlaceType></SPAN></st1:place><SPAN style="FONT-FAMILY: Arial"><o:p></o:p></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt" align=left></P></FONT></FONT></FONT></FONT></FONT></FONT></FONT></DIV> <DIV STYLE="font-family: Arial;color: #000000;"></DIV> </FONT><BR><br><br><DIV>--- Original Message ---<BR>From OKLAHOMA CITY,Human Resources" < ><BR>Received: 7/9/2008 10:53:54 AM Eastern Standard Time (GMT - 4:00 )<BR>To: "TSA Contact Center" <[email protected]><BR>Subject: Lost<BR><BR> <META content="Microsoft Word 11 (filtered medium)" name=Generator> <STYLE> <!-/* Font Definitions */ @font-face {font-family:SimSun; panose-1:2 1 6 0 3 1 1 1 1 1;} @font-face {font-family:"\@SimSun"; panose-1:2 1 6 0 3 1 1 1 1 1;}
(b) (6)
(b) (6)
/* Style Definitions */ p.MsoNormal, li.MsoNormal, div.MsoNormal {margin:0in; margin-bottom:.0001pt; font-size:12.0pt; font-family:"Times New Roman";} a:link, span.MsoHyperlink {color:blue; text-decoration:underline;} a:visited, span.MsoHyperlinkFollowed {color:purple; text-decoration:underline;} span.EmailStyle17 {mso-style-type:personal-compose; font-family:Arial; color:windowtext;} @page Section1 {size:8.5in 11.0in; margin:1.0in 1.0in 49.7pt 1.0in;} div.Section1 {page:Section1;} --> </STYLE> <DIV class=Section1> <P class=MsoNormal><FONT face=Arial size=2><SPAN style="FONT-SIZE: 10pt; FONT-FAMILY: Arial">On June 30<SUP>th</SUP>, I flew from OKC to PDX and my suitcase was searched during this search. I had a pink strap attached to the outside so that I could recognize it at the baggage claim. Who ever did the inspection did not put the pink strap back on my suitcase. <?xml:namespace prefix = o ns = "urn:schemas-microsoft-com:office:office" /><o:p></o:p></SPAN></FONT></P> <P class=MsoNormal><FONT face=Arial size=2><SPAN style="FONT-SIZE: 10pt; FONT-FAMILY: Arial"><o:p> </o:p></SPAN></FONT></P> <P class=MsoNormal><FONT face=Arial size=2><SPAN style="FONT-SIZE: 10pt; FONT-FAMILY: Arial">What location would of handled the inspection and how do I get a hold of someone there so that I can get my strap returned?<o:p></o:p></SPAN></FONT></P> <P class=MsoNormal><FONT face=Arial size=2><SPAN style="FONT-SIZE: 10pt; FONT-FAMILY: Arial"><o:p> </o:p></SPAN></FONT></P> <P class=MsoNormal><FONT face=Arial size=2><SPAN style="FONT-SIZE: 10pt; FONT-FAMILY: Arial">You can reach me at (b) (6)o:p></o:p></SPAN></FONT></P> <P class=MsoNormal><FONT face=Arial size=2><SPAN style="FONT-SIZE: 10pt; FONT-FAMILY: Arial"><o:p> </o:p></SPAN></FONT></P> <P class=MsoNormal><FONT face=Arial size=2><SPAN style="FONT-SIZE: 10pt; FONT-FAMILY: Arial">Thanks!<o:p></o:p></SPAN></FONT></P> <P class=MsoNormal><FONT face=Arial size=2><SPAN style="FONT-SIZE: 10pt; FONT-FAMILY: Arial">(b) (6) (b) (6) <o:p></o:p></SPAN></FONT></P></DIV></DIV><BR><BR>------ TCC Control Number: ------<BR><<#217322300468#>></body></html> END RECORD
(b) (6)
CONTACT RECORD
EID: 50320606 Contact Type: Contact Date: 2007-10-13 15:45:20 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2007-10-13 15:54:50 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Caller asked if claim form is available on TSA website, For she said there was powder on her dress which was in her checked bag. she said there was no powdered item that she checked. Body: Agent Notes: Walked caller through website for claim form Walked caller through website for claim form, Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Opening Agent: Opened Date: 10/13/2007 3:45:20 PM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, Airline: Subject Category: Claim Form Requests-Website - Claim Form Requests-Website Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 50321098 Contact Type: Contact Date: 2007-10-14 13:30:20 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2007-10-14 13:34:40 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: (b) (6) Contact Address 2: Contact City: (b) (6) Contact State: (b) (6) Contact Zip: (b) (6) Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Caller had a mirror dameged in her check bags at tems damaged in checked bag @ OKC Body: Agent Notes: Provided caller with information on the claims process, and SF-95 mailed on 10/15/2007 Provided caller with information on the claims process, and SF-95 mailed on 10/15/2007 Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Opening Agent: Opened Date: 10/14/2007 1:30:20 PM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, Airline: Subject Category: Claim Form Requests-Checked Bag - Claim Form Requests-Checked Bag Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 50325412 Contact Type: Contact Date: 2008-11-26 11:03:39 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2008-11-25 04:15:00 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Caller said that there was a shoe missing from her luggage as well as hair product missing too after she went through security at OKC. Body: Agent Notes: Provided Lost and Found information to caller and SF-95 form via website at TSA.gov Provided Lost and Found information to caller and SF-95 form via website at TSA.gov Didnt close bottles and they opened all over luggage.
(b) (6)
There was a notice of baggage inspection 1 shoe hair products were missing Caller also said they put shampoo all over her clothing. Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Opening Agent: Opened Date: 11/26/2008 11:03:39 AM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, Airline: Delta AirDelta Air, Subject Category: Claim Form Requests - Missing items from Checked Baggage - Claim Form Requests - Missing items from Checked Baggage Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 50326823 Contact Type: Contact Date: 2008-11-10 12:27:27 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2008-08-05 12:27:27 Contact Prefix: (b) (6) Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Items missing from checked bag @ (OKC & jewelry). Body: Agent Notes: Provided Lost and Found information to caller and walked caller through the claims process. Provided Lost and Found information to caller and walked caller through the claims process. Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Opening Agent: Opened Date: 11/10/2008 12:27:27 PM Linked Event IDs:
(b) (6)
Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, Airline: Southwest AirlinesSouthwest Airlines, Subject Category: Claim Form Requests - Missing items from Checked Baggage - Claim Form Requests - Missing items from Checked Baggage Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 50327944 Contact Type: Contact Date: 2007-10-17 17:20:23 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2007-10-17 04:30:00 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Ipod missing from checked bag @ OKC. Body: Agent Notes: Provided Lost and Found information to caller and guided caller to the SF 95 on the website. Provided Lost and Found information to caller and guided caller to the SF 95 on the website. NOI in baggage (offered by caller). Flight 5892. Baggage claim #3016UA-135554. Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Opening Agent: Opened Date: 10/17/2007 5:20:23 PM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, Airline: United Airlines -¬United Airlines -¬, Subject Category: Claim Form Requests - Missing items from Checked Baggage - Claim Form Requests - Missing items from Checked Baggage Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 50333144 Contact Type: Contact Date: 2008-07-28 21:31:00 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2008-07-28 21:52:00 Contact Prefix: (b) (6) Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Caller wanted to report that item(s) such as: (Book,Optical computer mouse and medical meter) were damaged at checkpoint. , Body: Agent Notes: Advised caller we will note issue, and an FYI will be sent to the CSM at that airport who oversees the screening operation. Offered a claim form. Advised caller we will note issue, and an FYI will be sent to the CSM at that airport who oversees the screening operation. Offered a claim form., The TCC received the following information as an FYI. We are forwarding this information to you for your review. For Your Information: Date of Incident: 7/28/2008 Customer Name: (b) (6) Customer Contact Information: (b) (6) Airport: OKC Airline: United Airlines Flight#: 7923 & 731 Terminal/Gate: Gate 3 Check In/Incident Time: 9:52 pm t-5 Carry On or Checked Baggage: Checked luggage Baggage Tag Number: 3016ua-325825 Event ID #: 300136270780728
Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Opening Agent: Opened Date: 7/28/2008 9:31:00 PM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, Airline: United Airlines -¬United Airlines -¬, Subject Category: Mishandling of Passengers Property - Damaged Items- Carry-on Baggage - Mishandling of Passengers Property Damaged Items- Carry-on Baggage Interaction Type: COMPLAINT Response Email:
END RECORD
CONTACT RECORD
EID: 50335554 Contact Type: Contact Date: 2007-10-22 13:25:40 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2007-10-21 16:30:00 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Caller states a lottery ticket missing from checked bag @TUL. Caller states there was a NOI in the bag. Body: Agent Notes: Provided Lost and Found information to caller and walked caller thru website for claim. Provided Lost and Found information to caller and walked caller thru website for claim. Follow Up: To TSOC Date: From TSOC Date: Last Updated By: Last Update Date: Opening Agent: Opened Date: 10/22/2007 1:25:40 PM Linked Event IDs:
(b) (6)
Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, Airline: Subject Category: Claim Form Requests - Missing items from Checked Baggage - Claim Form Requests - Missing items from Checked Baggage Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 50350662 Contact Type: Contact Date: 2007-10-31 11:30:17 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2007-10-31 11:30:18 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Items missing from checked bag@ (OKC & maui jim glasses). Body: Agent Notes: Provided Lost and Found information to caller and SF-95 form mailed on (Date) Provided Lost and Found information to caller and SF-95 form mailed on (Date), NOI was in checked bag. Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Opening Agent: Opened Date: 10/31/2007 11:30:17 AM Linked Event IDs:
(b) (6)
(b) (6)
Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, ORD Chicago, IL, USA - O'hare International Airport, Airline: American Airlines -¬American Airlines -¬, Subject Category: Claim Form Requests - Missing items from Checked Baggage - Claim Form Requests - Missing items from Checked Baggage Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 50352631 Contact Type: Contact Date: 2008-03-25 14:28:19 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2008-03-25 14:28:44 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Meds missing from checked bag@(OKC) NOI Body: Agent Notes: Provided Lost and Found information to caller and offered a claim form. Provided Lost and Found information to caller and offered a claim form.Provided Lost and Found information to caller and offered a claim formProvided Lost and Found information to caller and SF-95 form mailed on (Date), 2285 flight Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Opening Agent: Opened Date: 3/25/2008 2:28:19 PM Linked Event IDs:
(b) (6)
Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, Airline: Subject Category: Claim Form Requests - Missing items from Checked Baggage - Claim Form Requests - Missing items from Checked Baggage Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 50360032 Contact Type: Contact Date: 2007-11-06 10:09:02 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2007-11-06 10:09:17 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: (b) (6) Subject: Caller stated he is unable to download claim form from website Body: Agent Notes: Emailed claim form on 11/6/2007. Emailed claim form on 11/6/2007. Caller stated he contacted the office yesterday to report his cell phone missing from his checked luggage (Event ID 966742932601342). Caller stated the rep. told him how to download the claim form but when he opens the file it states file is corrupt. Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Opening Agent: Opened Date: 11/6/2007 10:09:02 AM Linked Event IDs:
(b) (6)
Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, Airline: Subject Category: Claim Form Requests-Website - Claim Form Requests-Website Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 50374241 Contact Type: Contact Date: 2007-11-13 21:53:01 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2007-11-11 05:10:00 Contact Prefix: Contact First Name: Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: A toilettery bag is missing from a checked bag @ OKC. Body: Agent Notes: Provided Lost and Found information to caller and guided the caller to the SF 95 on the website. Provided Lost and Found information to caller and guided the caller to the SF 95 on the website. NOI in baggage (offered by caller). Flight 5820. Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Opening Agent: Opened Date: 11/13/2007 9:53:01 PM Linked Event IDs:
(b) (6)
(b) (6)
Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, Airline: Continental Airlines (present) -¬Continental Airlines (present) -¬, Subject Category: Claim Form Requests - Missing items from Checked Baggage - Claim Form Requests - Missing items from Checked Baggage Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 50376009 Contact Type: Contact Date: 2007-11-14 16:23:33 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2007-11-14 11:45:33 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Items missing from checked bag @ (OKC & medication). NOI in bag. Body: Agent Notes: Provided Lost and Found information to caller. Offered claim form. Provided Lost and Found information to caller. Offered claim form. Follow Up: To TSOC Date: From TSOC Date: Last Updated By: Last Update Date: Opening Agent: Opened Date: 11/14/2007 4:23:33 PM Linked Event IDs:
(b) (6)
(b) (6)
Responses: Response Airport: OKCOKC,Oklahoma City, OK, USA - Will Rogers World Airport, Airline: American Airlines -¬American Airlines -¬, Subject Category: Claim Form Requests - Missing items from Checked Baggage - Claim Form Requests - Missing items from Checked Baggage Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 50377615 Contact Type: Contact Date: 2008-01-11 13:16:26 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2008-01-11 13:27:26 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Caller has had an items removed from her bag, Items missing from checked bag @ OKC & 2 Speakers. Body: Agent Notes: Provided Lost and Found information to caller and SF-95 claim form offered. Provided Lost and Found information to caller and SF-95 claim form offered. Walked caller thru the TSA website. Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Opening Agent: Opened Date: 1/11/2008 1:16:26 PM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, Airline: Subject Category: Claim Form Requests - Missing items from Checked Baggage - Claim Form Requests - Missing items from Checked Baggage Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 50382550 Contact Type: Contact Date: Medium: EMAIL Contact Status: CLOSED Incident Date: Contact Prefix: Contact First Name: Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: USA Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: ISSUE, Customer Service Feedback Body: THIS GENERATED EMAIL HAS BEEN SENT FROM TSA INTERNET CONTACT US-CUSTOMER SERVICE
(b) (6)
(b) (6)
Remote Client IP: (b) (6) System Time: 11/13/2007 9:51:55 PM __________________________________________ User Name:
(b) (6)
User Email:
(b) (6)
_____________________ To: [email protected] Category: All Other Inquiries Message: When my bag was checked all of the contents were not put back and they were not prohibited items. How do I recover those items. The location was Will Rogers Airport in Oklahoma City. __________________________________________ Date and Time of message: 11/13/2007 9:51:55 PM Agent Notes: GenGÇÖl Checked Baggage GenGÇÖl Checked Baggage, Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Opening Agent: Opened Date: 11/17/2007 11:58:08 AM Linked Event IDs: Responses: Response Airport: OKCOKC,Oklahoma City, OK, USA - Will Rogers World Airport, Airline: Subject Category: Claim Form Requests - Missing items from Checked Baggage - Claim Form Requests - Missing items from Checked
Baggage Interaction Type: COMPLAINT Response Email: From: Prior Vendor To: (b) (6) Subject: Re: Customer Service Feedback <<#142564-210289#>> Body: <html><HEAD><STYLE>p {margin-bottom: 0; margin-top: 0;}</STYLE></HEAD><body><FONT SIZE="2"> <DIV STYLE="font-family: Arial;color: #000000;"><FONT size=3><FONT size=3><FONT size=3><FONT size=3><FONT size=3><FONT size=3><FONT size=3><FONT size=3> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif">Thank you for your electronic mail message concerning your travel experience.<SPAN style="mso-spacerun: yes"> </SPAN></FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif"><SPAN style="mso-spacerun: yes"></SPAN></FONT> </P><FONT face="Arial, Helvetica, sans-serif"><SPAN style="mso-spacerun: yes"> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><SPAN style="FONT-FAMILY: Arial"><FONT size=3>Enhanced security measures require that all checked baggage undergo some form of screening for prohibited items. Physical search of the luggage is required to clear every alarm. TSA screeners should exercise great care during the screening process to ensure that passengers' belongings are returned and not damaged when a bag needs to be opened. Unfortunately, on some occasions the screening process may fall short of our established standard. We apologize if these high standards were not met.<?xml:namespace prefix = o ns = "urn:schemas-microsoft-com:office:office" /><o:p></o:p></FONT></SPAN></P></SPAN></FONT> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif"><o:p></o:p></FONT> </P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif">We monitor the number and nature of complaints we receive to track trends and spot areas of concern that may require special attention.<SPAN style="mso-spacerun: yes"> </SPAN>This ongoing process will enable us to ensure prompt, corrective action whenever we determine that security screening policies need modification or specific employees or screener teams are the subject of repeated complaints.</FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif"> <o:p></o:p></FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif">The Transportation Security Administration (TSA) is responsible for reviewing all claims relating to the screening of passengers and their baggage.<SPAN style="mso-spacerun: yes"> </SPAN>In order to protect your rights under federal law and to file a valid claim, you must send your claim in writing to TSA, stating the circumstances of the loss and the exact amount you are claiming (fair market value of lost or destroyed property, reasonable cost of repair for damaged property), within two years after your claim accrued.<SPAN style="mso-spacerun: yes"> </SPAN>The claim must be signed by you or your authorized representative (e.g., an attorney or other personal representative with appropriate proof of authority).<SPAN style="mso-spacerun: yes"> </SPAN></FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif"> <o:p></o:p></FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif">You can satisfy the notice requirement by filling out the attached Standard Form 95 (claim form) in accordance with the instructions, and returning it to the address in box #1.<SPAN style="mso-spacerun: yes"> </SPAN>Please be sure to follow the instructions carefully, and to fill out the claim form completely.<SPAN style="mso-spacerun: yes"> </SPAN>While use of the form is not mandatory, it will help you ensure that you meet the legal requirements for filing a claim.<SPAN style="mso-spacerun: yes"> </SPAN></FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif"> <o:p></o:p></FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif"><SPAN style="FONT-SIZE: 12pt; FONTFAMILY: Arial; mso-fareast-font-family: 'Times New Roman'; mso-ansi-language: EN-US; mso-fareast-language: EN-US; mso-bidilanguage: AR-SA">Please visit TSAGÇÖs Claims Management OfficeGÇÖs website at <A title=blocked::https://claims.tsa.dhs.gov/ href="https://claims.tsa.dhs.gov/"><FONT size=3>https://claims.tsa.dhs.gov</FONT></A><FONT face="Arial, Helvetica, sansserif"><FONT size=3> </FONT></FONT> for information related to filing a claim, replacement forms, checking the status of a claim and other claim related issues.<SPAN style="mso-spacerun: yes"> </SPAN>If you have additional questions that are not addressed on this website, please contact the Claims Management Office at <A href="http://[email protected]/">[email protected]</A>.</SPAN></FONT><FONT face="Arial, Helvetica, sansserif"> </FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif"><o:p></o:p></FONT> </P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif">Once the Claims Management Office has received your claim form, you will be sent a letter of acknowledgement and a claim number.<SPAN style="mso-spacerun: yes"> </SPAN>You should keep the claim number for future reference when inquiring about your claim.<SPAN style="mso-spacerun: yes"> </SPAN>TSA will try to resolve your claim as quickly as possible, but it may need time to make a further investigation of the facts.<SPAN style="mso-spacerun: yes"> </SPAN>If TSA denies your claim, or has not finally resolved it within six months after you have filed it, you may have a right to bring your claim to court.<SPAN style="mso-spacerun: yes"> </SPAN></FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif"></FONT> </P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif"><SPAN style="FONT-SIZE: 12pt; FONTFAMILY: Arial; mso-fareast-font-family: 'Times New Roman'; mso-ansi-language: EN-US; mso-fareast-language: EN-US; mso-bidilanguage: AR-SA"></SPAN></FONT><FONT face="Arial, Helvetica, sans-serif">We appreciate your taking the time to share your thoughts and concerns with us.<SPAN style="mso-spacerun: yes"> </SPAN>We are confident that the training that we provide to the new Federal workforce will result in a courteous and professional staff of security screeners so that your unfortunate experience is not repeated.</FONT></P>
<P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif"></FONT> </P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif"><SPAN style="FONT-FAMILY: Arial">We encourage you to check the latest information at <A href="http://www.tsa.gov/">www.tsa.gov</A>.<o:p></o:p></SPAN></FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif"><o:p></o:p></FONT> </P><SPAN style="FONT-SIZE: 12pt; FONT-FAMILY: 'Times New Roman'; mso-fareast-font-family: 'Times New Roman'; mso-ansi-language: EN-US; mso-fareast-language: EN-US; mso-bidi-language: AR-SA"><FONT face="Arial, Helvetica, sans-serif">TSA Contact Center</FONT><B style="mso-bidi-font-weight: normal"><U><FONT face="Arial, Helvetica, sans-serif"> <BR style="PAGE-BREAK-BEFORE: always; msospecial-character: line-break" clear=all></FONT></U></B></SPAN><FONT face="Tahoma, Verdana, Arial" size=2></FONT></FONT></FONT></FONT></FONT></FONT></FONT></FONT></FONT></DIV> <DIV STYLE="font-family: Arial;color: #000000;"></DIV> </FONT><BR><br><br><DIV>--- Original Message ---<BR>From: <(b) (6) ><BR>Received: 11/17/2007 11:58:08 AM Eastern Standard Time (GMT - 5:00 )<BR>To: "TSA Contact Center" <[email protected]><BR>Subject: Customer Service Feedback<BR><BR> <META content="MS Exchange Server version 6.5.7638.1" name=Generator><!-- Converted from text/plain format --> <P><FONT size=2>THIS GENERATED EMAIL HAS BEEN SENT FROM TSA INTERNET CONTACT US-CUSTOMER SERVICE</FONT> </P> <P><FONT size=2>Remote Client IP: 1(b) (6) </FONT> <BR><FONT size=2>System Time: 11/13/2007 9:51:55 PM</FONT> <BR><FONT size=2>__________________________________________</FONT> </P> <P><FONT size=2>User Name: </FONT><BR><FONT size=2>(b) (6) </FONT> </P> <P><FONT size=2>User Email: </FONT><BR><FONT size=2>(b) (6) </FONT> <BR><FONT size=2>__________________________________________</FONT> </P> <P><FONT size=2>To:</FONT> <BR><FONT size=2>[email protected]</FONT> </P> <P><FONT size=2>Category: </FONT><BR><FONT size=2>All Other Inquiries</FONT> </P> <P><FONT size=2>Message: </FONT><BR><FONT size=2>When my bag was checked all of the contents were not put back and they were not prohibited items. How do I recover those items. The location was Will Rogers Airport in Oklahoma City.</FONT></P> <P><FONT size=2>__________________________________________</FONT> <BR><FONT size=2>Date and Time of message: 11/13/2007 9:51:55 PM</FONT> </P></DIV><BR><BR>------ TCC Control Number: ------<BR><<#142564-210289#>></body></html> END RECORD
CONTACT RECORD
EID: 50438546 Contact Type: Contact Date: 2007-05-16 07:42:24 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2007-05-16 07:42:24 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: (b) (6) Subject: Items missing from checked bag @ OKC Body: Agent Notes: Items missing from checked bag @ OKC Items missing from checked bag @ OKC Caller has six x box (video games) that are missing from her check luggage. Caller states that the cases for the game remained in her luggage but the disk were gone. Airport: OKC Gate: 4 Airline: American Air Flight#: 1849 Time: 5:30am est Date: 05/13/07 Follow Up: To TSOC Date: From TSOC Date: Last Updated By: Last Update Date: Opening Agent: Opened Date: 5/23/2007 1:56:15 PM Linked Event IDs:
(b) (6)
Responses: Response Airport: OKCOKC Airline: American AirlinesAmerican Airlines Subject Category: CLAIM FORM REQUESTS CHECKED - CLAIM FORM REQUESTS CHECKED Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 50449375 Contact Type: Contact Date: 2007-06-28 19:53:04 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2007-06-22 06:00:00 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Items damaged in checked bag @ OKC (digital camera) Enter date claim form was mailed., Body: Agent Notes: Provided caller with information on the claims process, and SF-95 mailed on (Date) Provided caller with information on the claims process, and SF-95 mailed on (Date) AA flight 4101. Baggage claim #AA478666. NOI in baggage. Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Opening Agent: Opened Date: 6/28/2007 7:53:04 PM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, Airline: American Airlines -¬American Airlines -¬, Subject Category: Claim Form Requests-Checked Bag - Claim Form Requests-Checked Bag Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 50485838 Contact Type: Contact Date: 2007-06-08 23:59:01 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2007-06-08 10:20:01 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: (b) (6) Contact Address 2: Contact City: (b) (6) Contact State: (b) (6) Contact Zip: (b) (6) Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: IPOD missing from checked bag@(eOKC) Body: Agent Notes: SF-95 form mailed on (06/11/07) SF-95 form mailed on (06/11/07) OKC, SWAA, Flight 136, terminal/gate 14 , Baggage Claim # is unknown. Uncertain if NOI was in the luggage. Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Opening Agent: Opened Date: 6/8/2007 11:59:01 PM Linked Event IDs: Responses: Response Airport: OKCOKC Airline: SWAASWAA Subject Category: CLAIM FORM REQUESTS CHECKED - CLAIM FORM REQUESTS CHECKED Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 50502979 Contact Type: Contact Date: Medium: EMAIL Contact Status: CLOSED Incident Date: Contact Prefix: Contact First Name: Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: ISSUE, Customer Service Feedback Body: THIS GENERATED EMAIL HAS BEEN SENT FROM TSA INTERNET CONTACT US-CUSTOMER SERVICE
(b) (6)
(b) (6)
Remote Client IP: (b) (6) System Time: 11/15/2007 6:20:37 PM __________________________________________ User Name:
(b) (6)
User Email:
(b) (6)
_____________________ To: [email protected] Category: Complaints Sub Category: All Other Complaints Message: I was recently on a flight from Oklahoma City to Sacramento on Southwest Airlines. When I was finally re-united with my luggage there was TSA tape on it and one of your fliers letting me know that you had inspected it. I have no problem with any of this however I am now missing two shoes. They are both black and I assume that the screener assumed they were a pair. So I now have one of each pairs. Is there anyway of finding the mates or can I put a claim in for them? Thank You __________________________________________ Date and Time of message: 11/15/2007 6:20:37 PM Agent Notes: General Complaint w/Claim Response General Complaint w/Claim Response, Follow Up: To TSOC Date: From TSOC Date: Last Updated By: Last Update Date: Opening Agent: Opened Date: 11/20/2007 10:10:01 AM
(b) (6)
Linked Event IDs: Responses: Response Airport: OKCOKC,Oklahoma City, OK, USA - Will Rogers World Airport, Airline: Subject Category: Claim Form Requests - Missing items from Checked Baggage - Claim Form Requests - Missing items from Checked Baggage Interaction Type: COMPLAINT Response Email: From: Prior Vendor To:(b) (6) Subject: Re: Customer Service Feedback <<#143117-210945#>> Body: <html><HEAD><STYLE>p {margin-bottom: 0; margin-top: 0;}</STYLE></HEAD><body><FONT SIZE="2"> <DIV STYLE="font-family: Arial;color: #000000;"><FONT size=3><FONT size=3><FONT size=3><FONT size=3><FONT size=3><FONT size=3><FONT size=3><FONT size=3> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif">Thank you for your electronic mail message concerning your travel experience.<SPAN style="mso-spacerun: yes"> </SPAN></FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif"><SPAN style="mso-spacerun: yes"></SPAN></FONT> </P><FONT face="Arial, Helvetica, sans-serif"><SPAN style="mso-spacerun: yes"> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><SPAN style="FONT-FAMILY: Arial"><FONT size=3>Enhanced security measures require that all checked baggage undergo some form of screening for prohibited items. Physical search of the luggage is required to clear every alarm. TSA screeners should exercise great care during the screening process to ensure that passengers' belongings are returned and not damaged when a bag needs to be opened. Unfortunately, on some occasions the screening process may fall short of our established standard. We apologize if these high standards were not met.<?xml:namespace prefix = o ns = "urn:schemas-microsoft-com:office:office" /><o:p></o:p></FONT></SPAN></P></SPAN></FONT> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif"><o:p></o:p></FONT> </P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif">We monitor the number and nature of complaints we receive to track trends and spot areas of concern that may require special attention.<SPAN style="mso-spacerun: yes"> </SPAN>This ongoing process will enable us to ensure prompt, corrective action whenever we determine that security screening policies need modification or specific employees or screener teams are the subject of repeated complaints.</FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif"> <o:p></o:p></FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif">The Transportation Security Administration (TSA) is responsible for reviewing all claims relating to the screening of passengers and their baggage.<SPAN style="mso-spacerun: yes"> </SPAN>In order to protect your rights under federal law and to file a valid claim, you must send your claim in writing to TSA, stating the circumstances of the loss and the exact amount you are claiming (fair market value of lost or destroyed property, reasonable cost of repair for damaged property), within two years after your claim accrued.<SPAN style="mso-spacerun: yes"> </SPAN>The claim must be signed by you or your authorized representative (e.g., an attorney or other personal representative with appropriate proof of authority).<SPAN style="mso-spacerun: yes"> </SPAN></FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif"> <o:p></o:p></FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif">You can satisfy the notice requirement by filling out the attached Standard Form 95 (claim form) in accordance with the instructions, and returning it to the address in box #1.<SPAN style="mso-spacerun: yes"> </SPAN>Please be sure to follow the instructions carefully, and to fill out the claim form completely.<SPAN style="mso-spacerun: yes"> </SPAN>While use of the form is not mandatory, it will help you ensure that you meet the legal requirements for filing a claim.<SPAN style="mso-spacerun: yes"> </SPAN></FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif"> <o:p></o:p></FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif"><SPAN style="FONT-SIZE: 12pt; FONTFAMILY: Arial; mso-fareast-font-family: 'Times New Roman'; mso-ansi-language: EN-US; mso-fareast-language: EN-US; mso-bidilanguage: AR-SA">Please visit TSAGÇÖs Claims Management OfficeGÇÖs website at <A title=blocked::https://claims.tsa.dhs.gov/ href="https://claims.tsa.dhs.gov/"><FONT size=3>https://claims.tsa.dhs.gov</FONT></A><FONT face="Arial, Helvetica, sansserif"><FONT size=3> </FONT></FONT> for information related to filing a claim, replacement forms, checking the status of a claim and other claim related issues.<SPAN style="mso-spacerun: yes"> </SPAN>If you have additional questions that are not addressed on this website, please contact the Claims Management Office at <A href="http://[email protected]/">[email protected]</A>.</SPAN></FONT><FONT face="Arial, Helvetica, sansserif"> </FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif"><o:p></o:p></FONT> </P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif">Once the Claims Management Office has received your claim form, you will be sent a letter of acknowledgement and a claim number.<SPAN style="mso-spacerun: yes"> </SPAN>You should keep the claim number for future reference when inquiring about your claim.<SPAN style="mso-spacerun: yes"> </SPAN>TSA will try to resolve your claim as quickly as possible, but it may need time to make a further investigation of the facts.<SPAN style="mso-spacerun: yes"> </SPAN>If TSA denies your claim, or has not finally resolved it within six months after you have filed it, you may have a right to bring your claim to court.<SPAN style="mso-spacerun: yes"> </SPAN></FONT></P>
<P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif"></FONT> </P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif"><SPAN style="FONT-SIZE: 12pt; FONTFAMILY: Arial; mso-fareast-font-family: 'Times New Roman'; mso-ansi-language: EN-US; mso-fareast-language: EN-US; mso-bidilanguage: AR-SA"></SPAN></FONT><FONT face="Arial, Helvetica, sans-serif">We appreciate your taking the time to share your thoughts and concerns with us.<SPAN style="mso-spacerun: yes"> </SPAN>We are confident that the training that we provide to the new Federal workforce will result in a courteous and professional staff of security screeners so that your unfortunate experience is not repeated.</FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif"></FONT> </P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif"><SPAN style="FONT-FAMILY: Arial">We encourage you to check the latest information at <A href="http://www.tsa.gov/">www.tsa.gov</A>.<o:p></o:p></SPAN></FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif"><o:p></o:p></FONT> </P><SPAN style="FONT-SIZE: 12pt; FONT-FAMILY: 'Times New Roman'; mso-fareast-font-family: 'Times New Roman'; mso-ansi-language: EN-US; mso-fareast-language: EN-US; mso-bidi-language: AR-SA"><FONT face="Arial, Helvetica, sans-serif">TSA Contact Center</FONT><B style="mso-bidi-font-weight: normal"><U><FONT face="Arial, Helvetica, sans-serif"> <BR style="PAGE-BREAK-BEFORE: always; msospecial-character: line-break" clear=all></FONT></U></B></SPAN><FONT face="Tahoma, Verdana, Arial" size=2></FONT></FONT></FONT></FONT></FONT></FONT></FONT></FONT></FONT></DIV> <DIV STYLE="font-family: Arial;color: #000000;"></DIV> </FONT><BR><br><br><DIV>--- Original Message ---<BR>From: < (b) (6) gt;<BR>Received: 11/20/2007 10:10:00 AM Eastern Standard Time (GMT - 5:00 )<BR>To: "TSA Contact Center" <[email protected]><BR>Subject: Customer Service Feedback<BR><BR> <META content="MS Exchange Server version 6.5.7638.1" name=Generator><!-- Converted from text/plain format --> <P><FONT size=2>THIS GENERATED EMAIL HAS BEEN SENT FROM TSA INTERNET CONTACT US-CUSTOMER SERVICE</FONT> </P> <P><FONT size=2>Remote Client IP: (b) (6) /FONT> <BR><FONT size=2>System Time: 11/15/2007 6:20:37 PM</FONT> <BR><FONT size=2>__________________________________________</FONT> </P> <P><FONT size=2>User Name: </FONT><BR><FONT size=2>(b) (6) </FONT> </P> <P><FONT size=2>User Email: </FONT><BR><FONT size=2>(b) (6) </FONT> <BR><FONT size=2>__________________________________________</FONT> </P> <P><FONT size=2>To:</FONT> <BR><FONT size=2>[email protected]</FONT> </P> <P><FONT size=2>Category: </FONT><BR><FONT size=2>Complaints</FONT> </P> <P><FONT size=2>Sub Category: </FONT><BR><FONT size=2>All Other Complaints</FONT> </P> <P><FONT size=2>Message: </FONT><BR><FONT size=2>I was recently on a flight from Oklahoma City to Sacramento on Southwest Airlines. When I was finally re-united with my luggage there was TSA tape on it and one of your fliers letting me know that you had inspected it. I have no problem with any of this however I am now missing two shoes. They are both black and I assume that the screener assumed they were a pair. So I now have one of each pairs. Is there anyway of finding the mates or can I put a claim in for them?</FONT></P> <P><FONT size=2>Thank You</FONT> </P> <P><FONT size=2>__________________________________________</FONT> <BR><FONT size=2>Date and Time of message: 11/15/2007 6:20:37 PM</FONT> </P></DIV><BR><BR>------ TCC Control Number: ------<BR><<#143117-210945#>></body></html> END RECORD
CONTACT RECORD
EID: 50510189 Contact Type: Contact Date: 2007-11-24 15:38:53 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2007-11-24 07:00:54 Contact Prefix: (b) (6) Contact First Name: Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Caller is missing a shopping bag from brookstone with jewerly, earing Body: Agent Notes: Advised of lost and found and claims Advised of lost and found and claims NOI: Yes Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Opening Agent: Opened Date: 11/24/2007 3:38:53 PM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, BWI Baltimore, MD, USA - Baltimore-Washington International, Airline: Southwest AirlinesSouthwest Airlines, Subject Category: Claim Form Requests - Missing items from Checked Baggage - Claim Form Requests - Missing items from Checked Baggage Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 50519311 Contact Type: Contact Date: 2009-01-06 11:39:31 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2008-12-01 08:00:00 Contact Prefix: (b) (6) Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: Contact Suffix: Contact Address 1: (b) (6) Contact Address 2: Contact City: (b) (6) Contact State: (b) (6) Contact Zip: (b) (6) Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Caller reported that she was manhandled, mistreated, and snapped at by a screener at: DEN. Also sleeve for drivers license indicating she was a organ donor was missing in carry on bag @ (DEN). Enter date claim form was mailed (1/7/09). Body: Agent Notes: Advised caller that a message sent to CSM at (DEN). Advised caller that a message sent to CSM at (DEN). Provided caller with information on the claims process, and SF-95 mailed (1/7/09).
(b) (6)
(b) (6)
The following information has been received by the TSA Contact Center and it is being forwarded to you for your review and/or follow-up. Please reply by email, to the TCC Customer Service Representative sending this message, with the actions taken to resolve this consumers' issue. Brief Description: wanted to report that while going through the checkpoint at DEN she was manhandled, mistreated, and snapped at by a screener. She stated that she had potpourri and screeners took it away and that she was unaware that it was not permitted in they carry on. She stated that she had to be secondary screened thus she missed her flight. Also she stated that she was so upset that she had wet her pants. I apologized to (b) (6) and advised her that I would send her complaint to the CSM at the departing airport for further review. Date of Incident: 12/1/2008 Customer Name: (b) (6) Customer Contact Information: (b) (6) Airport: DEN Airline: Southwest Airlines Flight#: N/A Terminal/Gate: N/A Check In/Incident Time: 8:00:00 AM Carry On or Checked Baggage: N/A Baggage Tag Number: N/A Event ID #: 300112407290106
(b) (6)
Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Opening Agent: Opened Date: 1/6/2009 11:39:31 AM Linked Event IDs: Responses: Response Airport: OKCDEN,Denver, CO, USA - Denver International, OKC,Oklahoma City, OK, USA - Will Rogers World Airport,
Airline: Southwest AirlinesSouthwest Airlines, Subject Category: Inappropriate Screening- Pat Down-Complaint - Inappropriate Screening- Pat Down-Complaint Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 50522973 Contact Type: Contact Date: 2008-09-13 22:53:50 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2008-09-13 22:53:50 Contact Prefix: (b) (6) Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: (b) (6) Contact Address 2: Contact City: (b) (6) Contact State: (b) (6) Contact Zip: (b) (6) Contact Country: USA Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Caller requested a claim form be mail. , Body: Agent Notes: SF-95 form mailed on(9/13/2008) SF-95 form mailed on(9/13/2008) Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Opening Agent: Opened Date: 9/13/2008 10:53:50 PM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, DAL Dallas, TX, USA - Love Field, Airline: Subject Category: Claim Form Request-Mail - Claim Form Request-Mail Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 50523923 Contact Type: Contact Date: 2008-09-04 01:50:46 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2008-09-04 01:50:46 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: CallerGÇÖs luggage was delayedand would like to pick it up if possible. Body: Agent Notes: Advised caller to contact airline. Provided airline's phone number and the main phone number at LAX. Advised caller to contact airline. Provided airline's phone number and the main phone number at LAX. Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Opening Agent: Opened Date: 9/4/2008 1:50:46 AM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, LAX Los Angeles, CA, USA - Los Angeles Intl Airport, SLC Salt Lake City, UT, USA - Salt Lake City International Arpt, SJC,San Jose, CA, USA - San Jose International Airport, Airline: United Airlines -¬United Airlines -¬, Delta Air Lines -¬, Subject Category: Airline-Lost Baggage - Airline-Lost Baggage Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 50529166 Contact Type: Contact Date: 2007-12-06 09:04:49 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2007-12-01 12:00:50 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Items missing from carry on bag @(JFK & jewelry box). Caller stated that she had a prohibited item that was taken but the screener's also took her jewelry box. Body: Agent Notes: Informed caller that the issue will be noted, provided L&F information, provided caller with information on the claims process, and walked caller through website for claim form. Informed caller that the issue will be noted, provided L&F information, provided caller with information on the claims process, and walked caller through website for claim form. Caller is disappointed with what happened and wants to make sure the issue is reported. Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Opening Agent: Opened Date: 12/6/2007 9:04:48 AM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, JFK New York, NY, USA - John F Kennedy Intl Airport, Airline: Delta Air Lines -¬Delta Air Lines -¬, Subject Category: Claim Form Requests-Carry On - Claim Form Requests-Carry On Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 50531477 Contact Type: Contact Date: Medium: EMAIL Contact Status: CLOSED Incident Date: Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: (b) (6) Subject: ISSUE, air travel luggage inspection complaint Body: I flew out of Oklahoma City (OKC) on Sunday, March 9 on Southwest #2, departing at 9:00am. I checked luggage at about 8:15am. My luggage was opened for inspection after I checked it, and TSA's usual 'form note' explaining that my bag had been opened and inspected was left inside my luggage. I have no complaint about the fact of TSA inspecting my checked luggage. I had placed one of Southwest's paper luggage tags with my destination address and mobile phone number through the zipper pull handles on my bag and secured it with its elastic loop. I did this for three reasons: 1) A second tag easily visible on the outside of the checked bag with the passenger's name and destination greatly increases the change of the airline's quickly and correctly routing your bag in case the airline's baggage check tag is torn off. (If you have no other markings on the outside of your bag and the airline tag is torn off, the airline bag handlers are forced either to open your bag to try and figure out whose it is, or they wait for a lost bag report to figure it out. In neither case do you get your bag quickly.) 2) Using the elastic band of the paper luggage tag secures the zipper shut and greatly reduces the chances of a handling mishap unzipping and dumping the bag, yet allows the TSA inspectors easy access for inspection. Looping the elastic through the zipper pull handles as I did takes only half a second. 3) In the case of a really bad baggage handling day in which many delayed bags arrive at an airport, the airline and its contractors who deliver delayed bags can be overwhelmed. In this case, often they don't have time to phone owners of missing bags; they just load up and attempt delivery to the address on the tag. If you have a good destination address visible on the outside of the bag, you're likely to get your bag much more quickly than waiting for the airline to match bags to missing bag reports and re-dispatch the delivery. I learned the above three tips the hard way in a lot of years of business travel. After inspection, my luggage tag was inside my luggage, performing none of the functions explained above as I had intended. I would appreciate if TSA inspectors would have returned my bag as they found it - with my luggage tag visible on the outside of the tag, and with the zipper pull handles secured together. Not only would returning property as you received it show respect for property and its owner, I would have had a bag much less likely to spill open in case of mishandling and much more likely to reunite with me quickly in the case of the primary luggage check tag being damaged.
(b) (6)
Agent Notes: Consumer Complaint BCC/CSM Response Consumer Complaint BCC/CSM Response, bcc CSM at OKC for follow-up:
(b) (6)
Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Opening Agent: Opened Date: 3/13/2008 10:42:31 AM Linked Event IDs:
Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, Airline: Subject Category: Mishandling of Passengers Property - Disarrayed Carry-on/Checked Baggage - Mishandling of Passengers Property Disarrayed Carry-on/Checked Baggage Interaction Type: COMPLAINT Response Email: From: Prior Vendor To:(b) (6) Subject: Re: air travel luggage inspection complaint <<#177996-253514#>> Body: <html><HEAD><STYLE>p {margin-bottom: 0; margin-top: 0;}</STYLE></HEAD><body><FONT SIZE="2"> <DIV STYLE="font-family: Arial;color: #000000;"><FONT size=3><FONT size=3><FONT size=3><FONT size=3><FONT size=3><FONT size=3><FONT size=3> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif">Thank you for your email message. We are sorry you were unhappy with your recent travel experience.</FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif"> <?xml:namespace prefix = o ns = "urn:schemas-microsoft-com:office:office" /><o:p></o:p></FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif">Because your complaint is regarding screening at OKC, we have forwarded a copy of your email to the Customer Service Manager at that airport. The Customer Service Manager is responsible for ensuring that the screener workforce adheres to TSA principles for professional processing.</FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif"> <o:p></o:p></FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif">We monitor the number and nature of complaints we receive to track trends and spot areas of concern that may require special attention. This ongoing process will enable us to ensure prompt, corrective action whenever we determine that security-screening policies need modification or specific employees or screener teams are the subjects of repeated complaints.</FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif"> <o:p></o:p></FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif">Again, the TSA offers sincere apologies for the discomfort you experienced while traveling and</FONT><SPAN style="FONT-SIZE: 12pt; FONT-FAMILY: Arial; mso-fareast-fontfamily: 'Times New Roman'; mso-ansi-language: EN-US; mso-fareast-language: EN-US; mso-bidi-language: AR-SA"> encourage you to check the latest information at <A href="http://www.tsa.gov/">www.tsa.gov</A>.</SPAN><FONT face=Arial></FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif"> <o:p></o:p></FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif">TSA Contact Center</FONT></P><FONT face="Tahoma, Verdana, Arial" size=2></FONT></FONT></FONT></FONT></FONT></FONT></FONT></FONT></DIV> <DIV STYLE="font-family: Arial;color: #000000;"></DIV> </FONT><BR><br><br><DIV>--- Original Message ---<BR>From: < (b) (6) gt;<BR>Received: 3/13/2008 10:42:31 AM Eastern Standard Time (GMT - 4:00 )<BR>To: "TSA Contact Center" <[email protected]><BR>Subject: air travel luggage inspection complaint<BR><BR><!-- BEGIN WEBMAIL STATIONERY --><!-- WEBMAIL STATIONERY noneset --> <DIV>I flew out of Oklahoma City (OKC) on Sunday, March 9 on Southwest #2, departing at 9:00am. I checked luggage at about 8:15am.</DIV> <DIV> </DIV> <DIV>My luggage was opened for inspection after I checked it, and TSA's usual 'form note' explaining that my bag had been opened and inspected was left inside my luggage. I have no complaint about the fact of TSA inspecting my checked luggage.</DIV> <DIV> </DIV> <DIV>I had placed one of Southwest's paper luggage tags with my destination address and mobile phone number through the zipper pull handles on my bag and secured it with its elastic loop. I did this for three reasons:</DIV> <DIV>1) A second tag easily visible on the outside of the checked bag with the passenger's name and destination greatly increases the change of the airline's quickly and correctly routing your bag in case the airline's baggage check tag is torn off. (If you have no other markings on the outside of your bag and the airline tag is torn off, the airline bag handlers are forced either to open your bag to try and figure out whose it is, or they wait for a lost bag report to figure it out. In neither case do you get your bag quickly.)</DIV> <DIV>2) Using the elastic band of the paper luggage tag secures the zipper shut and greatly reduces the chances of a handling mishap unzipping and dumping the bag, yet allows the TSA inspectors easy access for inspection. Looping the elastic through the zipper pull handles as I did takes only half a second.</DIV> <DIV>3) In the case of a really bad baggage handling day in which many delayed bags arrive at an airport, the airline and its contractors who deliver delayed bags can be overwhelmed. In this case, often they don't have time to phone owners of missing bags; they just load up and attempt delivery to the address on the tag. If you have a good destination address visible on the outside of the bag, you're likely to get your bag much more quickly than waiting for the airline to match bags to missing bag reports and re-dispatch the delivery.</DIV> <DIV>I learned the above three tips the hard way in a lot of years of business travel.</DIV>
<DIV> </DIV> <DIV>After inspection, my luggage tag was inside my luggage, performing none of the functions explained above as I had intended.</DIV> <DIV> </DIV> <DIV>I would appreciate if TSA inspectors would have returned my bag as they found it - with my luggage tag visible on the outside of the tag, and with the zipper pull handles secured together. Not only would returning property as you received it show respect for property and its owner, I would have had a bag much less likely to spill open in case of mishandling and much more likely to reunite with me quickly in the case of the primary luggage check tag being damaged.</DIV> <DIV> </DIV> <DIV>(b) (6) </DIV><!-- END WEBMAIL STATIONERY --></DIV><BR><BR>------ TCC Control Number: ------<BR><<#177996253514#>></body></html> END RECORD
CONTACT RECORD
EID: 50534010 Contact Type: Contact Date: Medium: EMAIL Contact Status: CLOSED Incident Date: Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: (b) (6) Subject: ISSUE, FW: Customer Service Feedback Body: -----Original Message----From: (b) (6) [mailto: Sent: Tuesday, January 22, 2008 12:38 PM To: OCR-externalcompliance, tsa Subject: Customer Service Feedback
(b) (6)
THIS GENERATED EMAIL HAS BEEN SENT FROM TSA INTERNET CONTACT US-CUSTOMER SERVICE Remote Client IP: (b) (6) System Time: 1/22/2008 12:38:18 PM __________________________________________ User Name:
(b) (6)
User Email:
(b) (6)
__________________________________________ To: [email protected] Category: Complaints Sub Category: Civil Rights Message: I was at the security check in at the OKC airport on Sunday Jan.20th 2008 on NWA flight 4710 to MSP. I needed a wheelchair from curb side and the curb side check in Agent said I had to go through security to get a wheelchair. My ticket has wheel chair assistant across the top, he gave me my boarding pass, he could see that. I will take that issue up with NWA. I slowly walked with my cane to security, showed my DL and boarding pass to the TSA lady, and when I went to walk past her to the bins to take off my shoes etc, I tripped on the edge of a thick rubber
mat and fell down to my knees. I twisted my ankle, hurt my wrist, and my knee. NO ONE IN SECURITY CAME TO HELP ME GET UP! I can not get up on my own. I have a good case of post polio. My son-in-law, (a Marine officer) came running to help me get up. The lady TSA agent called for a wheel chair for me. At the very least could not one of the TSA men standing around come to my aid? Dear God please do not tell me a 65 year old handicapped lady looks like she is a threat to anyone. (b) (6)
(b) (6)
__________________________________________ Date and Time of message: 1/22/2008 12:38:18 PM Agent Notes: Consumer Complaint BCC/CSM Response Consumer Complaint BCC/CSM Response, bcc (b) Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Opening Agent: Opened Date: 2/7/2008 8:55:23 AM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, Airline: Subject Category: Discourteous- Rude Employee - Discourteous- Rude Employee Interaction Type: COMPLAINT Response Email: From: Prior Vendor To: (b) (6) Subject: Re: Customer Service Feedback <<#139215-235322#>> Body: <html><HEAD><STYLE>p {margin-bottom: 0; margin-top: 0;}</STYLE></HEAD><body><HTML><HEAD><STYLE>p {margin-bottom: 0; margin-top: 0;}</STYLE></HEAD><body><FONT SIZE="2"> <DIV STYLE="font-family: Arial;color: #000000;"><FONT size=3><FONT size=3><FONT size=3><FONT size=3><FONT size=3><FONT size=3><FONT size=3> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif">Thank you for your email message. We are sorry you were unhappy with your recent travel experience.</FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif"> <?xml:namespace prefix = o ns = "urn:schemas-microsoft-com:office:office" /><o:p></o:p></FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif">Because your complaint is regarding screening at<SPAN style="mso-spacerun: yes"> OKC</SPAN>, we have forwarded a copy of your email to the Customer Service Manager at that airport. The Customer Service Manager is responsible for ensuring that the screener workforce adheres to TSA principles for professional processing.</FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif"> <o:p></o:p></FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif">We monitor the number and nature of complaints we receive to track trends and spot areas of concern that may require special attention. This ongoing process will enable us to ensure prompt, corrective action whenever we determine that security-screening policies need modification or specific employees or screener teams are the subjects of repeated complaints.</FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif"> <o:p></o:p></FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif">Again, the TSA offers sincere apologies for the discomfort you experienced while traveling and</FONT><SPAN style="FONT-SIZE: 12pt; FONT-FAMILY: Arial; mso-fareast-fontfamily: 'Times New Roman'; mso-ansi-language: EN-US; mso-fareast-language: EN-US; mso-bidi-language: AR-SA"> encourage you to check the latest information at <A href="http://www.tsa.gov/">www.tsa.gov</A>.</SPAN><FONT face=Arial></FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif"> <o:p></o:p></FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif">TSA Contact Center</FONT></P><FONT face="Tahoma, Verdana, Arial" size=2></FONT></FONT></FONT></FONT></FONT></FONT></FONT></FONT></DIV> <DIV STYLE="font-family: Arial;color: #000000;"><P><FONT size=2>-----Original Message-----</FONT> <BR><FONT size=2>From: [<A href="mailto:(b) (6) A>] </FONT><BR><FONT size=2>Sent: Tuesday, January 22, 2008 12:38 PM</FONT> <BR><FONT size=2>To: OCR-externalcompliance, tsa</FONT> <BR><FONT size=2>Subject: Customer Service Feedback</FONT> </P> <P><FONT size=2>THIS GENERATED EMAIL HAS BEEN SENT FROM TSA INTERNET CONTACT US-CUSTOMER</FONT> <BR><FONT
(6)
(b) (6)
size=2>SERVICE</FONT> </P> <P><FONT size=2>Remote Client IP: (b) (6) </FONT> <BR><FONT size=2>System Time: 1/22/2008 12:38:18 PM</FONT> <BR><FONT size=2>__________________________________________</FONT> </P> <P><FONT size=2>User Name: </FONT><BR><FONT size=2>(b) (6) </FONT> </P> <P><FONT size=2>User Email: </FONT><BR><FONT size=2>(b) (6) </FONT> <BR><FONT size=2>__________________________________________</FONT> </P> <P><FONT size=2>To:</FONT> <BR><FONT size=2>[email protected]</FONT> </P> <P><FONT size=2>Category: </FONT><BR><FONT size=2>Complaints</FONT> </P> <P><FONT size=2>Sub Category: </FONT><BR><FONT size=2>Civil Rights</FONT> </P> <P><FONT size=2>Message: </FONT><BR><FONT size=2>I was at the security check in at the OKC airport on Sunday Jan.20th</FONT> <BR><FONT size=2>2008 on NWA flight 4710 to MSP. I needed a wheelchair from curb side</FONT> <BR><FONT size=2>and the curb side check in Agent said I had to go through security to</FONT> <BR><FONT size=2>get a wheelchair. My ticket has wheel chair assistant across the top,</FONT> <BR><FONT size=2>he gave me my boarding pass, he could see that. I will take that issue</FONT> <BR><FONT size=2>up with NWA. I slowly walked with my cane to security, showed my DL and</FONT> <BR><FONT size=2>boarding pass to the TSA lady, and when I went to walk past her to the</FONT> <BR><FONT size=2>bins to take off my shoes etc, I tripped on the edge of a thick rubber</FONT> <BR><FONT size=2>mat and fell down to my knees. I twisted my ankle, hurt my wrist, and</FONT> <BR><FONT size=2>my knee. NO ONE IN SECURITY CAME TO HELP ME GET UP! I can not get up</FONT> <BR><FONT size=2>on my own. I have a good case of post polio. My son-in-law, (a Marine</FONT> <BR><FONT size=2>officer) came running to help me get up. The lady TSA agent called for</FONT> <BR><FONT size=2>a wheel chair for me. At the very least could not one of the TSA men</FONT> <BR><FONT size=2>standing around come to my aid? Dear God please do not tell me a 65</FONT> <BR><FONT size=2>year old handicapped lady looks like she is a threat to anyone. (b) (6) /FONT> <BR><FONT size=2>(b) (6) </FONT> </P> <P><FONT size=2>__________________________________________</FONT> <BR><FONT size=2>Date and Time of message: 1/22/2008 12:38:18 PM</FONT> </P></DIV></FONT><BR><BR>------ TCC Control Number: ------<BR><<#139215235322#>></BODY></HTML></body></html> END RECORD
CONTACT RECORD
EID: 50536667 Contact Type: Contact Date: Medium: EMAIL Contact Status: CLOSED Incident Date: Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: (b) (6) Subject: ISSUE, Customer Service Feedback Body: THIS GENERATED EMAIL HAS BEEN SENT FROM TSA INTERNET CONTACT US-CUSTOMER SERVICE Remote Client IP: (b) (6) System Time: 12/4/2007 2:54:44 PM __________________________________________ User Name:
(b) (6)
User Email:
(b) (6)
__________________________________________ To: [email protected] Category: Complaints Sub Category: Customer Service Message: Aprox 10:15 AM at Will Rogers International Airport (OKC) I was randomly chosen to be completely scanned and checked out. As you can understand I was a little frustrated because of my time constraint. I was to meet a friend of mine before he departed to get a document from him for me to take to denver. (he was on a diferant airline going a diferant way 20 min before I was to meet my flight) I voiced my frustration and was told not to use profanity. I ended the profanity and vented a few more words for my self (one of the lady's working at the time(b) (6) kept telling me to be quiet afer responding to her telling her I could speek for myself and that I wasn't directing anything I was saying towards anyone at that time she continued to instigate my anger and threatend to have me escorted away from the terminal. I told her I wasn't directing anything towards herself or any one person I was just frustrated at the situation knowing the document I needed was about to take off on another flight. she continued to instigate the confrontation instead of just leaving me alone, and when I told her she was making it worse and to stop talking to me she continued to bait me into her making me wait for a superviser to come like I was some kind of criminal. I am verry upset at her behavior towards me and how she handled the situation. I am not a criminal and I refuse to be treated like one. And her professionalism on a scale of 1-10 was a 0. nobody else there was a problem they where letting me vent. She on the other hand was being a BITCH!! for no reson whatsoever. And by the way I missed geting the document I needed and had to scratch my flight for later in the day untill I could get it faxed to me. I would apreciate your attention to this matter. Thank you
(b) (6)
__________________________________________ Date and Time of message: 12/4/2007 2:54:44 PM Agent Notes: Consumer Complaint BCC/CSM Response Consumer Complaint BCC/CSM Response, bcc (b) (6) Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Opening Agent: Opened Date: 12/10/2007 5:15:20 PM Linked Event IDs: Responses: Response Airport: OKCOKC,Oklahoma City, OK, USA - Will Rogers World Airport, Airline: Subject Category: Discourteous- Rude Employee - Discourteous- Rude Employee Interaction Type: COMPLAINT Response Email: From: Prior Vendor To:(b) (6) Subject: Re: Customer Service Feedback <<#148127-217022#>> Body: <html><HEAD><STYLE>p {margin-bottom: 0; margin-top: 0;}</STYLE></HEAD><body><FONT SIZE="2"> <DIV STYLE="font-family: Arial;color: #000000;"><FONT size=3><FONT size=3><FONT size=3><FONT size=3><FONT size=3><FONT size=3><FONT size=3> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif">Thank you for your email message. We are sorry you were unhappy with your recent travel experience.</FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif"> <?xml:namespace prefix = o ns = "urn:schemas-microsoft-com:office:office" /><o:p></o:p></FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif">Because your complaint is regarding screening at<SPAN style="mso-spacerun: yes"> Will Rogers</SPAN>, we have forwarded a copy of your email to the Customer Service Manager at that airport. The Customer Service Manager is responsible for ensuring that the screener workforce adheres to TSA principles for professional processing.</FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif"> <o:p></o:p></FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif">We monitor the number and nature of complaints we receive to track trends and spot areas of concern that may require special attention. This ongoing process will enable us to ensure prompt, corrective action whenever we determine that security-screening policies need modification or specific employees or screener teams are the subjects of repeated complaints.</FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif"> <o:p></o:p></FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif">Again, the TSA offers sincere apologies for the discomfort you experienced while traveling and</FONT><SPAN style="FONT-SIZE: 12pt; FONT-FAMILY: Arial; mso-fareast-fontfamily: 'Times New Roman'; mso-ansi-language: EN-US; mso-fareast-language: EN-US; mso-bidi-language: AR-SA"> encourage you to check the latest information at <A href="http://www.tsa.gov/">www.tsa.gov</A>.</SPAN><FONT face=Arial></FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif"> <o:p></o:p></FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif">TSA Contact Center</FONT></P><FONT face="Tahoma, Verdana, Arial" size=2></FONT></FONT></FONT></FONT></FONT></FONT></FONT></FONT></DIV> <DIV STYLE="font-family: Arial;color: #000000;"></DIV> </FONT><BR><br><br><DIV>--- Original Message ---<BR>From: < (b) (6) ><BR>Received: 12/10/2007 5:15:20 PM Eastern Standard Time (GMT - 5:00 )<BR>To: "TSA Contact Center" <[email protected]><BR>Subject: Customer Service Feedback<BR><BR> <META content="MS Exchange Server version 6.5.7638.1" name=Generator><!-- Converted from text/plain format --> <P><FONT size=2>THIS GENERATED EMAIL HAS BEEN SENT FROM TSA INTERNET CONTACT US-CUSTOMER SERVICE</FONT> </P> <P><FONT size=2>Remote Client IP: (b) (6) </FONT> <BR><FONT size=2>System Time: 12/4/2007 2:54:44 PM</FONT> <BR><FONT size=2>__________________________________________</FONT> </P> <P><FONT size=2>User Name: </FONT><BR><FONT size=2 (b) (6) </FONT> </P> <P><FONT size=2>User Email: </FONT><BR><FONT size=2 (b) (6) </FONT> <BR><FONT size=2>__________________________________________</FONT> </P> <P><FONT size=2>To:</FONT> <BR><FONT size=2>[email protected]</FONT> </P>
<P><FONT size=2>Category: </FONT><BR><FONT size=2>Complaints</FONT> </P> <P><FONT size=2>Sub Category: </FONT><BR><FONT size=2>Customer Service</FONT> </P> <P><FONT size=2>Message: </FONT><BR><FONT size=2>Aprox 10:15 AM at Will Rogers International Airport (OKC) I was randomly chosen to be completely scanned and checked out. As you can understand I was a little frustrated because of my time constraint. I was to meet a friend of mine before he departed to get a document from him for me to take to denver. (he was on a diferant airline going a diferant way 20 min before I was to meet my flight) I voiced my frustration and was told not to use profanity. I ended the profanity and vented a few more words for my self (one of the lady's working at the time (b) (6) kept telling me to be quiet afer responding to her telling her I could speek for myself and that I wasn't directing anything I was saying towards anyone at that time she continued to instigate my anger and threatend to have me escorted away from the terminal. I told her I wasn't directing anything towards herself or any one person I was just frustrated at the situation knowing the document I needed was about to take off on another flight. she continued to instigate the confrontation instead of just leaving me alone, and when I told her she was making it worse and to stop talking to me she continued to bait me into her making me wait for a superviser to come like I was some kind of criminal. I am verry upset at her behavior towards me and how she handled the situation. I am not a criminal and I refuse to be treated like one. And her professionalism on a scale of 1-10 was a 0. nobody else there was a problem they where letting me vent. She on the other hand was being a BITCH!! for no reson whatsoever. And by the way I missed geting the document I needed and had to scratch my flight for later in the day untill I could get it faxed to me. I would apreciate your attention to this matter.</FONT></P> <P><FONT size=2> Thank you </FONT></P> <P><FONT size=2>(b) (6) </FONT> </P> <P><FONT size=2>__________________________________________</FONT> <BR><FONT size=2>Date and Time of message: 12/4/2007 2:54:44 PM</FONT> </P></DIV><BR><BR>------ TCC Control Number: ------<BR><<#148127-217022#>></body></html> END RECORD
CONTACT RECORD
EID: 50539019 Contact Type: Contact Date: 2007-12-12 13:27:58 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2007-12-12 13:28:00 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: CallerGÇÖs luggage was delayed by the airline., Body: Agent Notes: Advised caller to contact airport. Provided airport phone number, Advised caller to contact airport. Provided airport phone number, Caller was told his luggage is in OKC Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Opening Agent: Opened Date: 12/12/2007 1:21:26 PM Linked Event IDs:
(b) (6)
Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, Airline: Delta Air Lines -¬Delta Air Lines -¬, Subject Category: Airline-Lost Baggage - Airline-Lost Baggage Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 505429 Contact Type: Normal/General Contact Date: Jun 11 2012 2:24PM Medium: Email Contact Status: Closed Incident Date: Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Not Provided Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: (b) (6) Subject: TSA Contact Us: All Other Inquiries Body: THIS GENERATED EMAIL HAS BEEN SENT FROM http://www.tsa.gov/contact/index.shtm -----------------------------------------------------------------------------------------------------------Remote Client IP: (b) (6) Date Time: 6/11/2012 2:24:21 PM ------------------------------------------------------------------------------------------------------------
Name: (b) (6) Email: (b) (6) Brief Description of Inquiry:perfume and makeup stolen Comments:hellowho do i need to talk with about my perfume and makeup missing when i received my luggage? I left OKC and arrived in MCI. Please let me know ASAP. Agent Notes: Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Jun 11 2012 5:04PM Opening Agent: (b) (6) Opened Date: 6/11/2012 5:00:10 PM Linked Event IDs: Responses: Response Template Name: Additional Information Needed Response Airport: OKC Airline: Subject Category: Mishandling of Passenger Property - Damaged/Missing Items--Checked Luggage w/out Claim Request Interaction Type: Complaint Response Email: From: (TSA Contact Center DO NOT REPLY) [email protected] To: (b) (6) Subject: In Response to your inquiry. Body: Thank you for your e-mail. The Transportation Security Administration is unable to respond to your inquiry with the information you provided. If you wish to pursue your request for information, please e-mail us with a detailed explanation of the information you are seeking.
You may also provide us with this information by calling the TSA Contact Center, toll-free at (866) 289-9673. If you are outside the United States or cannot use the toll-free number, please call us at (571) 227-2900. If your e-mail is related to a specific incident, please include the following details: •Specific name of the airport where the incident occurred •Date and time of incident •Airline •Gate Number •Baggage Claim Number •Contact number if one is available.
TSA Contact Center END RECORD
CONTACT RECORD
EID: 50546422 Contact Type: Contact Date: 2009-02-12 11:19:21 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2009-02-11 06:10:00 Contact Prefix: Contact First Name: Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Items missing from checked bag@(OKC & Valentines Day Card). Body: Agent Notes: Provided Lost and Found information to caller and explained claims process, Provided Lost and Found information to caller and explained claims process, NOI was not present Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Opening Agent: Opened Date: 2/12/2009 11:19:21 AM Linked Event IDs:
(b) (6)
Responses: Response Airport: OKCOKC,Oklahoma City, OK, USA - Will Rogers World Airport, Airline: Northwest Airlines -¬Northwest Airlines -¬, Subject Category: Claim Form Requests - Missing items from Checked Baggage - Claim Form Requests - Missing items from Checked Baggage Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 50552582 Contact Type: Contact Date: 2007-12-19 12:34:00 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2007-12-19 12:34:05 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: (b) (6) Subject: Items damaged in checked bag @ (OKC/missing computer disk,CD's) Enter date claim form was mailed., 12/20/07 Body: Agent Notes: Provided caller with information on the claims process, and SF-95 mailed on (12/20/07 Provided caller with information on the claims process, and SF-95 mailed on (12/20/07Provided caller with information on the claims process, and SF-95 mailed on (12/20/07) Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Opening Agent: Opened Date: 12/19/2007 12:34:00 PM Linked Event IDs:
(b) (6)
Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, Airline: Subject Category: Claim Form Requests-Checked Bag - Claim Form Requests-Checked Bag Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 50552882 Contact Type: Contact Date: Medium: EMAIL Contact Status: CLOSED Incident Date: Contact Prefix: Contact First Name: Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: (b) (6) Subject: ISSUE, ISSUE, FW: Customer Service Feedback Body:
(b) (6)
-----Original Message----From: (b) (6) Sent: Monday, November 05, 2007 1:54 AM To: OCR-externalcompliance, tsa Subject: Customer Service Feedback THIS GENERATED EMAIL HAS BEEN SENT FROM TSA INTERNET CONTACT US-CUSTOMER SERVICE Remote Client IP: (b) (6) System Time: 11/5/2007 1:53:37 AM __________________________________________ User Name:
(b) (6)
User Email:
(b) (6)
__________________________________________ To: [email protected] Category: Complaints Sub Category: Civil Rights Message: I feel I was violated,discriminated against and verbally insulted as I passed through security in Oklahoma City on Sunday, Nov 4, 2007. To whom should I address this complaint to? __________________________________________ Date and Time of message: 11/5/2007 1:53:37 AM
Agent Notes: Consumer Complaint BCC/CSM Response Consumer Complaint BCC/CSM Response, bcc (b) Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Opening Agent: Opened Date: 12/19/2007 1:52:08 PM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, Airline: Subject Category: Discourteous- Rude Employee - Discourteous- Rude Employee Interaction Type: COMPLAINT Response Email: From: Prior Vendor To:
(6)
(b) (6)
Subject: Re: Customer Service Feedback <<#95924-220034#>> Body: <html><HEAD><STYLE>p {margin-bottom: 0; margin-top: 0;}</STYLE></HEAD><body><HTML><HEAD><STYLE>p {margin-bottom: 0; margin-top: 0;}</STYLE></HEAD><body><FONT SIZE="2"> <DIV STYLE="font-family: Arial;color: #000000;"><FONT size=3><FONT size=3><FONT size=3><FONT size=3><FONT size=3><FONT size=3><FONT size=3> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif">Thank you for your email message. We are sorry you were unhappy with your recent travel experience.</FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif"> <?xml:namespace prefix = o ns = "urn:schemas-microsoft-com:office:office" /><o:p></o:p></FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif">Because your complaint is regarding screening at<SPAN style="mso-spacerun: yes"> OKC</SPAN>, we have forwarded a copy of your email to the Customer Service Manager at that airport. The Customer Service Manager is responsible for ensuring that the screener workforce adheres to TSA principles for professional processing.</FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif"> <o:p></o:p></FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif">We monitor the number and nature of complaints we receive to track trends and spot areas of concern that may require special attention. This ongoing process will enable us to ensure prompt, corrective action whenever we determine that security-screening policies need modification or specific employees or screener teams are the subjects of repeated complaints.</FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif"> <o:p></o:p></FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif">Again, the TSA offers sincere apologies for the discomfort you experienced while traveling and</FONT><SPAN style="FONT-SIZE: 12pt; FONT-FAMILY: Arial; mso-fareast-fontfamily: 'Times New Roman'; mso-ansi-language: EN-US; mso-fareast-language: EN-US; mso-bidi-language: AR-SA"> encourage you to check the latest information at <A href="http://www.tsa.gov/">www.tsa.gov</A>.</SPAN><FONT face=Arial></FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif"> <o:p></o:p></FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif">TSA Contact Center</FONT></P><FONT face="Tahoma, Verdana, Arial" size=2></FONT></FONT></FONT></FONT></FONT></FONT></FONT></FONT></DIV> <DIV STYLE="font-family: Arial;color: #000000;">-----Original Message-----<BR>From: (b) (6) <BR>Sent: Monday, November 05, 2007 1:54 AM<BR>To: OCR-externalcompliance, tsa<BR>Subject: Customer Service Feedback<BR><BR>THIS GENERATED EMAIL HAS BEEN SENT FROM TSA INTERNET CONTACT USCUSTOMER<BR>SERVICE<BR><BR>Remote Client IP: (b) (6) <BR>System Time: 11/5/2007 1:53:37 AM<BR>__________________________________________<BR><BR>User Name: <BR>(b) (6) <BR><BR>User Email: <BR (b) (6) <BR>__________________________________________<BR><BR>To:<BR>[email protected]<BR><BR>Category: <BR>Complaints<BR><BR>Sub Category: <BR>Civil Rights<BR><BR>Message: <BR>I feel I was violated,discriminated against and verbally insulted as I<BR>passed through security in Oklahoma City on Sunday, Nov 4, 2007. To<BR>whom should I address this complaint to?<BR><BR>__________________________________________<BR>Date and Time of message: 11/5/2007 1:53:37 AM</DIV></FONT><BR><BR>------ TCC Control Number: ------<BR><<#95924220034#>></BODY></HTML></body></html> END RECORD
CONTACT RECORD
EID: 50556130 Contact Type: Contact Date: 2007-12-20 16:58:33 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2007-12-19 13:09:00 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Items damaged in checked bag @ OKC - book damaged, camera box was also smashed, bag has hole. Body: Agent Notes: Provided caller with information on the claims process, and walked caller thru web for claim forms. Provided caller with information on the claims process, and walked caller thru web for claim forms. 12/19/07 NOI was not in bag UALA# 7383 @ 2:56pm Gate# C6 Bag# 3016UA-108242 Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Opening Agent: Opened Date: 12/20/2007 4:58:33 PM Linked Event IDs:
(b) (6)
Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, ORD Chicago, IL, USA - O'hare International Airport, DAY Dayton, OH, USA - James M Cox Dayton International, Airline: United Airlines -¬United Airlines -¬, Subject Category: Claim Form Requests-Checked Bag - Claim Form Requests-Checked Bag Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 50568711 Contact Type: Contact Date: 2007-12-28 10:08:06 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2007-12-27 11:24:00 Contact Prefix: (b) (6) Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Items missing from checked bag@ OKC & gold make-up . Walked caller thru website to download claim form. Body: Agent Notes: Provided Lost and Found information to caller and Walked caller thru website to download SF-95 form. Provided Lost and Found information to caller and Walked caller thru website to download SF-95 form. Caller states that a (NOI) was placed inside her luggage. Caller's Flight# UA 5366 Follow Up: To TSOC Date: From TSOC Date: Last Updated By: Last Update Date: Opening Agent: Opened Date: 12/28/2007 10:08:06 AM Linked Event IDs:
(b) (6)
(b) (6)
Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, Airline: United Airlines -¬United Airlines -¬, Subject Category: Claim Form Requests - Missing items from Checked Baggage - Claim Form Requests - Missing items from Checked Baggage Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 50572862 Contact Type: Contact Date: Medium: EMAIL Contact Status: CLOSED Incident Date: Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: (b) (6) Subject: ISSUE, Concerned Body: Hi, I was traveling to Oklahoma city on december 17th from Manchester, NH airport on an delta flight, because of technical issues they had recreated my itinerary and gave me first flight out in the morning after getting me a hotel room. on my way back from oklahoma city on december 26th. when i went through security they told me i was chosen to have my baggage checked by a TSA officer. i tried to ask why they couldn't give me an answer. Lady there did mention that if there was a change in flight then it happens sometimes. i did have flight changes on the 17th but i was not the only one. the flight was full that day and everyone had changes made to their schedules so why was i chosen? i think it had something to do with color of my skin. i have traveled so many times throughout united states and this is not the first time it has happened. why wasn't i given a proper reason to have my baggage checked? why at the last minute in front of public? they should ask if i want to be in a private area. it is very embarrassing to have everyone look at you while they're passing by especially a brown skinned person getting checked. i had tears rolling down my face. i was humiliated!!! i was also told i can have my name taken out so how do i do that? i deserve a proper answer. i dont' want two sentences written to apologize for this.
_____ Never miss a thing. <http://us.rd.yahoo.com/evt=51438/*http://www.yahoo.com/r/hs> Make Yahoo your homepage Agent Notes: Consumer Complaint BCC/CSM Response Consumer Complaint BCC/CSM Response, bcc (b) (6) Follow Up: To TSOC Date: From TSOC Date: Last Updated By: Last Update Date: Opening Agent: Opened Date: 12/31/2007 9:56:15 AM Linked Event IDs:
(b) (6)
Responses: Response Airport: OKCOKC,Oklahoma City, OK, USA - Will Rogers World Airport, Airline: Subject Category: Discourteous- Rude Employee - Discourteous- Rude Employee Interaction Type: COMPLAINT Response Email: From: Prior Vendor To: (b) (6) Subject: Re: Concerned <<#154316-224376#>>
Body: <html><HEAD><STYLE>p {margin-bottom: 0; margin-top: 0;}</STYLE></HEAD><body><FONT SIZE="2"> <DIV STYLE="font-family: Arial;color: #000000;"><FONT size=3><FONT size=3><FONT size=3><FONT size=3><FONT size=3><FONT size=3><FONT size=3> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif">Thank you for your email message. We are sorry you were unhappy with your recent travel experience.</FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif"> <?xml:namespace prefix = o ns = "urn:schemas-microsoft-com:office:office" /><o:p></o:p></FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif">Because your complaint is regarding screening at<SPAN style="mso-spacerun: yes"> OKC</SPAN>, we have forwarded a copy of your email to the Customer Service Manager at that airport. The Customer Service Manager is responsible for ensuring that the screener workforce adheres to TSA principles for professional processing.</FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif"> <o:p></o:p></FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif">We monitor the number and nature of complaints we receive to track trends and spot areas of concern that may require special attention. This ongoing process will enable us to ensure prompt, corrective action whenever we determine that security-screening policies need modification or specific employees or screener teams are the subjects of repeated complaints.</FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif"> <o:p></o:p></FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif">Again, the TSA offers sincere apologies for the discomfort you experienced while traveling and</FONT><SPAN style="FONT-SIZE: 12pt; FONT-FAMILY: Arial; mso-fareast-fontfamily: 'Times New Roman'; mso-ansi-language: EN-US; mso-fareast-language: EN-US; mso-bidi-language: AR-SA"> encourage you to check the latest information at <A href="http://www.tsa.gov/">www.tsa.gov</A>.</SPAN><FONT face=Arial></FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif"> <o:p></o:p></FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif">TSA Contact Center</FONT></P><FONT face="Tahoma, Verdana, Arial" size=2></FONT></FONT></FONT></FONT></FONT></FONT></FONT></FONT></DIV> <DIV STYLE="font-family: Arial;color: #000000;"></DIV> </FONT><BR><br><br><DIV>--- Original Message ---<BR>From: (b) (6) ><BR>Received: 12/31/2007 9:56:15 AM Eastern Standard Time (GMT - 5:00 )<BR>To: "TSA Contact Center" <[email protected]><BR>Subject: Concerned<BR><BR> <DIV>Hi,</DIV> <DIV>I was traveling to Oklahoma city on december 17th from Manchester, NH airport on an delta flight, because of technical issues they had recreated my itinerary and gave me first flight out in the morning after getting me a hotel room. </DIV> <DIV>on my way back from oklahoma city on december 26th. when i went through security they told me i was chosen to have my baggage checked by a TSA officer. i tried to ask why they couldn't give me an answer. Lady there did mention that if there was a change in flight then it happens sometimes. i did have flight changes on the 17th but i was not the only one. the flight was full that day and everyone had changes made to their schedules so why was i chosen? i think it had something to do with color of my skin. i have traveled so many times throughout united states and this is not the first time it has happened. why wasn't i given a proper reason to have my baggage checked? why at the last minute in front of public? they should ask if i want to be in a private area. it is very embarrassing to have everyone look at you while they're passing by especially a brown skinned person getting checked. i had tears rolling down my face. i was humiliated!!! </DIV> <DIV>i was also told i can have my name taken out so how do i do that? </DIV> <DIV>i deserve a proper answer. i dont' want two sentences written to apologize for this. </DIV> <DIV> </DIV> <P> <HR SIZE=1> Never miss a thing. <A href="http://us.rd.yahoo.com/evt=51438/*http://www.yahoo.com/r/hs">Make Yahoo your homepage.</A></DIV><BR><BR>------ TCC Control Number: ------<BR><<#154316-224376#>></body></html> END RECORD
CONTACT RECORD
EID: 50576372 Contact Type: Contact Date: 2008-01-02 16:54:53 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2008-01-02 16:55:15 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Items missing from checked bag @ OKC (1 DVD, 1 pocket knife). States that there was a NOI in his bag Body: Agent Notes: Provided Lost and Found information to caller and walked caller thru claim form via TSA Website Provided Lost and Found information to caller and walked caller thru claim form via TSA Website. Follow Up: To TSOC Date: From TSOC Date: Last Updated By: Last Update Date: Opening Agent: Opened Date: 1/2/2008 4:54:53 PM Linked Event IDs:
(b) (6)
Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, Airline: Subject Category: Claim Form Requests - Missing items from Checked Baggage - Claim Form Requests - Missing items from Checked Baggage Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 50577889 Contact Type: Contact Date: 2008-01-03 13:12:13 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2008-01-03 13:14:59 Contact Prefix: Contact First Name: Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: (b) (6) Contact Address 2: Contact City: (b) (6) Contact State: (b) (6) Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Items damaged in checked bag @ OKC (lotions spillage on clothing) SF95 mailed 1-4-2008. States that there was a NOI. Body: Agent Notes: SF-95 mailed on (1-4-2008) SF-95 mailed on (1-4-2008) Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Opening Agent: Opened Date: 1/3/2008 1:12:13 PM Linked Event IDs:
(b) (6)
Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, Airline: Subject Category: Claim Form Requests-Checked Bag - Claim Form Requests-Checked Bag Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 50579506 Contact Type: Contact Date: Medium: EMAIL Contact Status: CLOSED Incident Date: Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: (b) (6) Subject: ISSUE, Customer Service Feedback Body: THIS GENERATED EMAIL HAS BEEN SENT FROM TSA INTERNET CONTACT US-CUSTOMER SERVICE Remote Client IP: (b) (6) System Time: 1/2/2008 5:18:51 PM __________________________________________ User Name:
(b) (6)
User Email:
(b) (6)
__________________________________________ To: [email protected] Category: Complaints Sub Category: Customer Service Message: On 1 Jan 2008 between 6 and 6:30 AM, my wife and I were processed through security lane 2 at the Oklahoma City airport. The screener who was checking the bags was engaged in a very lengthy conversation with one of his coworkers. It did not appear to be work related and was very obviously distracting him from his job of screening, besides holding up passengers trying to get through the line. I went to one of the other TSA employees who was standing in the background observing the lines and talked with him about it. When I pointed the two employees out to him he agreed that they were not supposed to be doing that. I explained that after seeing the lack of attention to the job displayed I was not all that confident of our security. He basically agreed, but as I left I could see that he was returning to his "watch" mode rather than speaking with the employees in question. I realize that your employees are for the most part, hard working and concientious. The two I observed, though, definately contribute to low satisfaction ratings. __________________________________________ Date and Time of message: 1/2/2008 5:18:51 PM Agent Notes: Consumer Complaint BCC/CSM Response Consumer Complaint BCC/CSM Response, bcc/ (b) Follow Up: To TSOC Date:
(6)
From TSOC Date: Last Updated By: Last Update Date: Opening Agent: Opened Date: 1/3/2008 5:18:10 PM Linked Event IDs:
(b) (6)
Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, Airline: Subject Category: Screener Inattentive to Duties- Lax Security - Screener Inattentive to Duties- Lax Security Interaction Type: COMPLAINT Response Email: From: Prior Vendor To:
(b) (6)
Subject: Re: Customer Service Feedback <<#155651-225983#>> Body: <html><HEAD><STYLE>p {margin-bottom: 0; margin-top: 0;}</STYLE></HEAD><body><FONT SIZE="2"> <DIV STYLE="font-family: Arial;color: #000000;"><FONT size=3><FONT size=3><FONT size=3><FONT size=3><FONT size=3><FONT size=3><FONT size=3> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif">Thank you for your email message. We are sorry you were unhappy with your recent travel experience.</FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif"> <?xml:namespace prefix = o ns = "urn:schemas-microsoft-com:office:office" /><o:p></o:p></FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif">Because your complaint is regarding screening at<SPAN style="mso-spacerun: yes"> Oklahoma City</SPAN>, we have forwarded a copy of your email to the Customer Service Manager at that airport. The Customer Service Manager is responsible for ensuring that the screener workforce adheres to TSA principles for professional processing.</FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif"> <o:p></o:p></FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif">We monitor the number and nature of complaints we receive to track trends and spot areas of concern that may require special attention. This ongoing process will enable us to ensure prompt, corrective action whenever we determine that security-screening policies need modification or specific employees or screener teams are the subjects of repeated complaints.</FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif"> <o:p></o:p></FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif">Again, the TSA offers sincere apologies for the discomfort you experienced while traveling and</FONT><SPAN style="FONT-SIZE: 12pt; FONT-FAMILY: Arial; mso-fareast-fontfamily: 'Times New Roman'; mso-ansi-language: EN-US; mso-fareast-language: EN-US; mso-bidi-language: AR-SA"> encourage you to check the latest information at <A href="http://www.tsa.gov/">www.tsa.gov</A>.</SPAN><FONT face=Arial></FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif"> <o:p></o:p></FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif">TSA Contact Center</FONT></P><FONT face="Tahoma, Verdana, Arial" size=2></FONT></FONT></FONT></FONT></FONT></FONT></FONT></FONT></DIV> <DIV STYLE="font-family: Arial;color: #000000;"></DIV> </FONT><BR><br><br><DIV>--- Original Message ---<BR>From: <(b) (6) ><BR>Received: 1/3/2008 5:18:10 PM Eastern Standard Time (GMT - 5:00 )<BR>To: "TSA Contact Center" <[email protected]><BR>Subject: Customer Service Feedback<BR><BR> <META content="MS Exchange Server version 6.5.7638.1" name=Generator><!-- Converted from text/plain format --> <P><FONT size=2>THIS GENERATED EMAIL HAS BEEN SENT FROM TSA INTERNET CONTACT US-CUSTOMER SERVICE</FONT> </P> <P><FONT size=2>Remote Client IP: (b) (6) </FONT> <BR><FONT size=2>System Time: 1/2/2008 5:18:51 PM</FONT> <BR><FONT size=2>__________________________________________</FONT> </P> <P><FONT size=2>User Name: </FONT><BR><FONT size=2>(b) (6) </FONT> </P> <P><FONT size=2>User Email: </FONT><BR><FONT size=2 (b) (6) /FONT> <BR><FONT size=2>__________________________________________</FONT> </P> <P><FONT size=2>To:</FONT> <BR><FONT size=2>[email protected]</FONT> </P> <P><FONT size=2>Category: </FONT><BR><FONT size=2>Complaints</FONT> </P> <P><FONT size=2>Sub Category: </FONT><BR><FONT size=2>Customer Service</FONT> </P> <P><FONT size=2>Message: </FONT><BR><FONT size=2>On 1 Jan 2008 between 6 and 6:30 AM, my wife and I were processed through security lane 2 at the Oklahoma City airport. The screener who was checking the bags was engaged in a very lengthy conversation with one of his coworkers. It did not appear to be work related and was very obviously distracting him from his job of screening, besides holding up passengers trying to get through the line. I went to one of the other TSA employees who was standing in the background observing the lines and talked with him about it. When I pointed the two employees out to him he
agreed that they were not supposed to be doing that. I explained that after seeing the lack of attention to the job displayed I was not all that confident of our security. He basically agreed, but as I left I could see that he was returning to his "watch" mode rather than speaking with the employees in question.</FONT></P> <P><FONT size=2>I realize that your employees are for the most part, hard working and concientious. The two I observed, though, definately contribute to low satisfaction ratings.</FONT></P> <P><FONT size=2>__________________________________________</FONT> <BR><FONT size=2>Date and Time of message: 1/2/2008 5:18:51 PM</FONT> </P></DIV><BR><BR>------ TCC Control Number: ------<BR><<#155651-225983#>></body></html> END RECORD
CONTACT RECORD
EID: 50584915 Contact Type: Contact Date: 2008-08-21 14:42:35 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2008-08-15 14:42:35 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Caller wanted to report that screener made mess of checked bag and items were not re-packed properly after screening at OKA Body: Agent Notes: Advised caller we would note issue, and an FYI will be sent to the CSM at that airport who oversees the screening operation. Offered a claim form. Advised caller we would note issue, and an FYI will be sent to the CSM at that airport who oversees the screening operation. Offered a claim form., The following information has been received by the TSA Contact Center and it is being forwarded to you for your review and/or follow-up. Please reply by email, to the TCC Customer Service Representative sending this message, with the actions taken to resolve this consumers' issue.
(b) (6)
Brief Description: stated that she had medication that was spilled into and all over his suitcase. She also stated that she had pink blush broken and got all over her entire suitcase and wasnt interested in filing a claim, however, she wants to formally complain against TSA. I apologized to the caller on behalf of TSA and reassured her that his complaint would be sent to the appropriate department. Please contact her in regards to his concerns. Thank you for your future assistance. Date of Incident: 8/15/08 Customer Name:(b) (6) Customer Contact Information: Airport: OKA Airline: Nortwest Flight#: (n/a) caller unsure Terminal/Gate: 8 Checked bags: 1 Baggage Tag #: (n/a) caller unsure Check In/Incident Time: 3:00 pm Event ID #: 300149154280821
(b) (6)
(b) (6)
Follow Up: To TSOC Date: From TSOC Date: Last Updated By: Last Update Date: Opening Agent: Opened Date: 8/21/2008 2:42:35 PM Linked Event IDs:
(b) (6)
Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, DTW Detroit, MI, USA - Detroit Metropolitan Airport, Airline: Northwest Airlines -¬Northwest Airlines -¬, Subject Category: Mishandling of Passengers Property - Disarrayed Carry-on/Checked Baggage - Mishandling of Passengers Property -
Disarrayed Carry-on/Checked Baggage Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 50587725 Contact Type: Contact Date: Medium: EMAIL Contact Status: CLOSED Incident Date: Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: ISSUE, Collectibles Policy Body: Dear Sirs:
(b) (6)
I just wanted to let you know of a little encounter I had with one of your "employees" at the OKC airport. I was late for my flight to SLC and was detained in your security area due to a knife that I had in my possession. It had slipped my mind about it being in my pocket. Don't be alarmed, it was only a 2" blade(Case). My dearly departed daddy gave it to me, so it was very dear to me. I don't have a problem with it being confiscated, but the fat bastard(please excuse my language) that was giving me the hard time was "eyeballing it", in other words he was intent on keeping it for himself. I've been through many airports and have personally witnessed how well the security checkpoints are ran. In fact I applaud your organization for how well of a job you're doing. However, I feel that you should have some form of collection box, lack of better term, for just such an event. The indiviidual upon return could pick up said item. If he won't be back, then an option to have it sent, at his expense of course, to his address. I know that I'm not the only person to have experience this and I shudder to think of what all the TSA employees are gaining from our misfortunes. That fat bastard using my daddy's knife just makes me ill. As you can tell that knife carried alot of sentimental value with me. It had been in my family for many years. I must remind you that I was running late and could have missed my flight. My intentions are to keep "raising a fuss" until something is done about it. I will start with this step and move up the chain of command. I know that my heirloom is gone, but I hope that I can prevent any future travelers the same misfortune I encountered.
Sincerely,
(b) (6)
TEAM TOMAC Agent Notes: Consumer Complaint BCC/CSM Response Consumer Complaint BCC/CSM Response, BCC SHM/CSQIM(b)
(6)
(b) (6)
Follow Up: To TSOC Date:
From TSOC Date: Last Updated By: (b) (6) Last Update Date: Opening Agent: Opened Date: 6/22/2008 11:25:46 AM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, Airline: Subject Category: Allowance of Acceptable Items-Permitted/Prohibited - Allowance of Acceptable Items-Permitted/Prohibited Interaction Type: COMPLAINT Response Email: From: Prior Vendor To:(b) (6) Subject: Re: Collectibles Policy <<#211344-293565#>> Body: <html><HEAD><STYLE>p {margin-bottom: 0; margin-top: 0;}</STYLE></HEAD><body><FONT SIZE="2"> <DIV STYLE="font-family: Arial;color: #000000;"><FONT size=3><FONT size=3><FONT size=3><FONT size=3><FONT size=3><FONT size=3><FONT size=3> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif">Thank you for your email message. We are sorry you were unhappy with your recent travel experience.</FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif"> <?xml:namespace prefix = o ns = "urn:schemas-microsoft-com:office:office" /><o:p></o:p></FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif">Because your complaint is regarding screening at<SPAN style="mso-spacerun: yes"> OKC</SPAN>, we have forwarded a copy of your email to the Customer Service Manager at that airport. The Customer Service Manager is responsible for ensuring that the screener workforce adheres to TSA principles for professional processing.</FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif"> <o:p></o:p></FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif">We monitor the number and nature of complaints we receive to track trends and spot areas of concern that may require special attention. This ongoing process will enable us to ensure prompt, corrective action whenever we determine that security-screening policies need modification or specific employees or screener teams are the subjects of repeated complaints.</FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif"> <o:p></o:p></FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif">Again, the TSA offers sincere apologies for the discomfort you experienced while traveling and</FONT><SPAN style="FONT-SIZE: 12pt; FONT-FAMILY: Arial; mso-fareast-fontfamily: 'Times New Roman'; mso-ansi-language: EN-US; mso-fareast-language: EN-US; mso-bidi-language: AR-SA"> encourage you to check the latest information at <A href="http://www.tsa.gov/">www.tsa.gov</A>.</SPAN><FONT face=Arial></FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif"> <o:p></o:p></FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif">TSA Contact Center</FONT></P><FONT face="Tahoma, Verdana, Arial" size=2></FONT></FONT></FONT></FONT></FONT></FONT></FONT></FONT></DIV> <DIV STYLE="font-family: Arial;color: #000000;"></DIV> </FONT><BR><br><br><DIV>--- Original Message ---<BR>From: (b) (6) <(b) (6) ><BR>Received: 6/22/2008 11:25:46 AM Eastern Standard Time (GMT - 4:00 )<BR>To: "TSA Contact Center" <[email protected]><BR>Subject: Collectibles Policy<BR><BR> <TABLE cellSpacing=0 cellPadding=0 border=0> <TBODY> <TR> <TD vAlign=top> <P>Dear Sirs:</P> <P>I just wanted to let you know of a little encounter I had with one of your "employees" at the OKC airport. I was late for my flight to SLC and was detained in your security area due to a knife that I had in my possession. It had slipped my mind about it being in my pocket. Don't be alarmed, it was only a 2" blade(Case). My dearly departed daddy gave it to me, so it was very dear to me. I don't have a problem with it being confiscated, but the fat bastard(please excuse my language) that was giving me the hard time was "eyeballing it", in other words he was intent on keeping it for himself. I've been through many airports and have personally witnessed how well the security checkpoints are ran. In fact I applaud your organization for how well of a job you're doing. However, I feel that you should have some form of collection box, lack of better term, for just such an event. The indiviidual upon return could pick up said item. If he won't be back, then an option to have it sent, at his expense of course, to his address. I know that I'm not the only person to have experience this and I shudder to think of what all the TSA employees are gaining from our misfortunes. That fat bastard using my daddy's knife just makes me ill. As you can tell that knife carried alot of sentimental value with me.
It had been in my family for many years. I must remind you that I was running late and could have missed my flight.</P> <P>My intentions are to keep "raising a fuss" until something is done about it. I will start with this step and move up the chain of command. I know that my heirloom is gone, but I hope that I can prevent any future travelers the same misfortune I encountered. </P> <P> </P> <P>Sincerely,</P> <P> </P> <P> </P> <P <P <P /P> <P 95<BR><BR><SPAN style="FONT-WEIGHT: bold">TEAM TOMAC</SPAN></P></TD></TR></TBODY></TABLE><BR></DIV><BR><BR>------ TCC Control Number: ------<BR><<#211344293565#>></body></html> END RECORD
(b) (6)
CONTACT RECORD
EID: 50588041 Contact Type: Contact Date: 2008-01-09 18:18:47 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2008-01-09 18:18:47 Contact Prefix: Ms. Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: On a flight on Monday. NOI in her bag. Why was her bag inspected. Her son's nebulizer was damaged.Items missing from checked bag OKC - nebulizer was damaged. Body: Agent Notes: Provided the website information for filing a claim Provided the website information for filing a claim Provided the website information for filing a claim Provided the website information for filing a claimProvided the website information for filing a claim Follow Up: To TSOC Date: From TSOC Date: Last Updated By: Last Update Date: Opening Agent: Opened Date: 1/9/2008 6:18:47 PM Linked Event IDs:
(b) (6)
Responses: Response Airport: OKCOKC,Oklahoma City, OK, USA - Will Rogers World Airport, Airline: Subject Category: Claim Form Requests - Missing items from Checked Baggage - Claim Form Requests - Missing items from Checked Baggage Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 50589622 Contact Type: Contact Date: 2008-05-22 12:04:28 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2008-05-13 08:00:00 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Caller said he made it through the security checkpoint through the metal detector with metal items in his pockets. Body: Agent Notes: Advised caller that we would send a message to the CSM about the situation Advised caller that we would send a message to the CSM about the situation Money Clip, Car Keys made it through the metal detector.
The TCC received the following information and we are forwarding this to you for action. We are forwarding this information for your review or follow-up. Please reply by email, to the TCC Customer Service Representative sending this message, with the results of any follow up action taken on this contact. Brief Description: just wanted to say that he got through a metal detector with his car-keys and a money clip with a significant amount of metal on it. He just wants somebody to know that the metal detector may not be working up to standards. He does not care if he is contacted about this situation.
(b) (6)
Date of Incident: 5/13/08 Customer Name: (b) (6) Customer Contact Information: (b) (6) Airport: OKC Airline: N/A Flight#: N/A Terminal/Gate:N/A Check In/Incident Time: 8:00 AM Carry On or Checked Baggage: Carry On Event ID# : 300197431480522
Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Opening Agent: Opened Date: 5/22/2008 12:04:28 PM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport,
Airline: Subject Category: Discourteous- Rude Employee - Discourteous- Rude Employee Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 50596724 Contact Type: Contact Date: Medium: EMAIL Contact Status: CLOSED Incident Date: Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: ISSUE, Missing Necklace Body: My name is (b) (6) Phone number (b)
(b) (6)
(b) (6)
(6)
I travel led from Oklahoma City to Ft Lauderdale Florida in November. During this to and from trip someone went through my baggage. A card was left in the bag. I was unaware that it was one of my bags. My son was travelling with me and mentioned that we had a bag that was searched but I thought he was talking about his bag. Obviously it was one of mine, however. I had a pink silk bag with my diamond Cross necklace in the bag. I did not wear the necklace during my trip and when I returned home I put the bag in my safe until my next trip. Last week I took my pink bag to Texas with me and when I opened the bag to get my necklace it was not there. Can you tell me who checked my bags in November? I want my necklace back. I have a copy of my itinerary if that would be helpful. I would like someone to contact me and I would like this situation to be looked into, please. My two sons gave me that necklace and I would like it back. Thanking you in advance,
(b) (6)
_____ Be a better friend, newshound, and know-it-all with Yahoo! Mobile. <http://us.rd.yahoo.com/evt=51733/*http://mobile.yahoo.com/;_ylt=Ahu06i62sR8HDtDypao8Wcj9tAcJ> Try it now Agent Notes: Claim Request Claim Request, Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Opening Agent: Opened Date: 2/13/2008 1:28:05 PM Linked Event IDs: Responses: Response
Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, Airline: Subject Category: Claim Form Requests - Missing items from Checked Baggage - Claim Form Requests - Missing items from Checked Baggage Interaction Type: COMPLAINT Response Email: From: Prior Vendor To:(b) (6) Subject: Re: Missing Necklace <<#165630-237913#>> Body: <html><HEAD><STYLE>p {margin-bottom: 0; margin-top: 0;}</STYLE></HEAD><body><FONT SIZE="2"> <DIV STYLE="font-family: Arial;color: #000000;"></DIV> <DIV STYLE="font-family: Arial;color: #000000;"><FONT size=3><FONT size=3><FONT size=3><FONT size=3><FONT size=3> <P class=MsoNormal style="MARGIN: 0in 0in 0pt; mso-layout-grid-align: none"><SPAN style="FONT-SIZE: 11pt; mso-bidi-font-size: 10.0pt"><FONT face="Arial, Helvetica, sans-serif" size=3>Thank you for your e-mail message.<SPAN style="mso-spacerun: yes"> </SPAN></FONT></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt; mso-layout-grid-align: none"><SPAN style="FONT-SIZE: 11pt; FONT-FAMILY: Fixedsys; mso-bidi-font-size: 9.0pt; mso-bidi-font-family: Fixedsys"><FONT face="Arial, Helvetica, sans-serif"><FONT size=3> </FONT></FONT></SPAN><SPAN style="FONT-SIZE: 11pt; FONT-FAMILY: Fixedsys; mso-bidi-font-size: 9.0pt; mso-bidifont-family: Fixedsys"><FONT face="Arial, Helvetica, sans-serif"><FONT size=3> <?xml:namespace prefix = o ns = "urn:schemasmicrosoft-com:office:office" /><o:p></o:p></FONT></FONT></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt; mso-layout-grid-align: none"><SPAN style="FONT-SIZE: 11pt; FONT-FAMILY: Fixedsys; mso-bidi-font-size: 9.0pt; mso-bidi-font-family: Fixedsys"><FONT face="Arial, Helvetica, sans-serif"><FONT size=3>The Transportation Security Administration (TSA) is responsible for reviewing all claims relating to the screening of passengers and their baggage.<SPAN style="mso-spacerun: yes"> </SPAN>In order to protect your rights under federal law and to file a valid claim, you must send your claim in writing to TSA, stating the circumstances of the loss and the exact amount you are claiming (fair market value of lost or destroyed property, reasonable cost of repair for damaged property), within two years after your claim accrued.<SPAN style="mso-spacerun: yes"> </SPAN>The claim must be signed by you or your authorized representative (e.g., an attorney or other personal representative with appropriate proof of authority).<SPAN style="mso-spacerun: yes"> </SPAN><o:p></o:p></FONT></FONT></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt; mso-layout-grid-align: none"><SPAN style="FONT-SIZE: 11pt; FONT-FAMILY: Fixedsys; mso-bidi-font-size: 9.0pt; mso-bidi-font-family: Fixedsys"><FONT face="Arial, Helvetica, sans-serif"><FONT size=3> <o:p></o:p></FONT></FONT></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt; mso-layout-grid-align: none"><SPAN style="FONT-SIZE: 11pt; FONT-FAMILY: Fixedsys; mso-bidi-font-size: 9.0pt; mso-bidi-font-family: Fixedsys"><FONT face="Arial, Helvetica, sans-serif"><FONT size=3>You can satisfy the notice requirement by filling out the attached Standard Form 95 (claim form) in accordance with the instructions, and returning it to the address in box #1.<SPAN style="mso-spacerun: yes"> </SPAN>Please be sure to follow the instructions carefully, and to fill out the claim form completely.<SPAN style="mso-spacerun: yes"> </SPAN>While use of the form is not mandatory, it will help you ensure that you meet the legal requirements for filing a claim.<SPAN style="mso-spacerun: yes"> </SPAN><o:p></o:p></FONT></FONT></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt; mso-layout-grid-align: none"><SPAN style="FONT-SIZE: 11pt; FONT-FAMILY: Fixedsys; mso-bidi-font-size: 9.0pt; mso-bidi-font-family: Fixedsys"><FONT face="Arial, Helvetica, sans-serif"><FONT size=3> <o:p></o:p></FONT></FONT></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt; mso-layout-grid-align: none"><SPAN style="FONT-SIZE: 11pt; FONT-FAMILY: Fixedsys; mso-bidi-font-size: 9.0pt; mso-bidi-font-family: Fixedsys"><FONT face="Arial, Helvetica, sans-serif"><FONT size=3>Once the Claims Management Office has received your claim form, you will be sent a letter of acknowledgement and a claim number.<SPAN style="mso-spacerun: yes"> </SPAN>You should keep the claim number for future reference when inquiring about your claim.<SPAN style="mso-spacerun: yes"> </SPAN>TSA will try to resolve your claim as quickly as possible, but it may need time to make a further investigation of the facts.<SPAN style="mso-spacerun: yes"> </SPAN>If TSA denies your claim, or has not finally resolved it within six months after you have filed it, you may have a right to bring your claim to court.<SPAN style="msospacerun: yes"> </SPAN><o:p></o:p></FONT></FONT></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt; mso-layout-grid-align: none"><SPAN style="FONT-SIZE: 11pt; FONT-FAMILY: Fixedsys; mso-bidi-font-size: 9.0pt; mso-bidi-font-family: Fixedsys"><FONT face="Arial, Helvetica, sans-serif"><FONT size=3> <o:p></o:p></FONT></FONT></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt; mso-layout-grid-align: none"><SPAN style="FONT-SIZE: 11pt; FONT-FAMILY: Fixedsys; mso-bidi-font-size: 9.0pt; mso-bidi-font-family: Fixedsys"><FONT face="Arial, Helvetica, sans-serif"><FONT size=3>Please visit TSAGÇÖs Claims Management OfficeGÇÖs website at </FONT><A title=blocked::https://claims.tsa.dhs.gov/ href="https://claims.tsa.dhs.gov/"><FONT size=3>https://claims.tsa.dhs.gov</FONT></A></FONT><FONT face="Arial, Helvetica, sansserif"><FONT size=3> for information related to filing a claim, checking the status of a claim and other claim related issues.<o:p></o:p></FONT></FONT></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt; mso-layout-grid-align: none"><SPAN style="FONT-SIZE: 11pt; FONT-FAMILY: Fixedsys; mso-bidi-font-size: 9.0pt; mso-bidi-font-family: Fixedsys"><FONT face="Arial, Helvetica, sans-serif"><FONT
size=3> <o:p></o:p></FONT></FONT></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt; mso-layout-grid-align: none"><SPAN style="FONT-SIZE: 11pt; FONT-FAMILY: Fixedsys; mso-bidi-font-size: 9.0pt; mso-bidi-font-family: Fixedsys"><FONT face="Arial, Helvetica, sans-serif" size=3>We hope that this provides you with all of the information you need. If you have additional questions related to the claims process, please contact the Claims Management Office at </FONT><A href="mailto:[email protected]"><SPAN style="COLOR: windowtext"><FONT face="Arial, Helvetica, sans-serif" size=3>[email protected]</FONT></SPAN></A><FONT face="Arial, Helvetica, sans-serif" size=3>. </FONT></SPAN><SPAN style="FONT-SIZE: 11pt; mso-bidi-font-size: 12.0pt"><FONT face="Arial, Helvetica, sansserif"><FONT size=3>Please visit our website at <A href="http://www.tsa.gov/">www.tsa.gov</A> for additional information about TSA.<SPAN style="mso-spacerun: yes"> </SPAN>We continue to add new information and encourage you to check the website frequently for updated information.<o:p></o:p></FONT></FONT></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt; mso-layout-grid-align: none"><SPAN style="FONT-SIZE: 11pt; FONT-FAMILY: Fixedsys; mso-bidi-font-size: 9.0pt; mso-bidi-font-family: Fixedsys"><FONT face="Arial, Helvetica, sans-serif"><FONT size=3> <o:p></o:p></FONT></FONT></SPAN></P><SPAN style="FONT-SIZE: 11pt; FONT-FAMILY: Fixedsys; mso-fareast-fontfamily: 'Times New Roman'; mso-ansi-language: EN-US; mso-fareast-language: EN-US; mso-bidi-language: AR-SA; mso-bidi-font-size: 9.0pt; mso-bidi-font-family: Fixedsys"><FONT face="Arial, Helvetica, sans-serif" size=3>TSA Contact Center</FONT></SPAN></FONT></FONT></FONT></FONT></FONT></DIV> </FONT><BR><br><br><DIV>--- Original Message ---<BR>From: ><BR>Received: 2/13/2008 1:28:05 PM Eastern Standard Time (GMT - 5:00 )<BR>To: "TSA Contact Center" <[email protected]><BR>Subject: Missing Necklace<BR><BR> <DIV>My name is (b) (6) Phone number /DIV> <DIV> </DIV> <DIV>I travel led from Oklahoma City to Ft Lauderdale Florida in November.</DIV> <DIV> </DIV> <DIV>During this to and from trip someone went through my baggage. A card was left in the bag. I was unaware that it was one of my bags. My son was travelling with me and mentioned that we had a bag that was searched but I thought he was talking about his bag.</DIV> <DIV> </DIV> <DIV>Obviously it was one of mine, however. I had a pink silk bag with my diamond Cross necklace in the bag. I did not wear the necklace during my trip and when I returned home I put the bag in my safe until my next trip. </DIV> <DIV> </DIV> <DIV>Last week I took my pink bag to Texas with me and when I opened the bag to get my necklace it was not there.</DIV> <DIV> </DIV> <DIV>Can you tell me who checked my bags in November? I want my necklace back. </DIV> <DIV> </DIV> <DIV>I have a copy of my itinerary if that would be helpful. I would like someone to contact me and I would like this situation to be looked into, please.</DIV> <DIV> </DIV> <DIV>My two sons gave me that necklace and I would like it back.</DIV> <DIV> </DIV> <DIV>Thanking you in advance,</DIV> <DIV> </DIV> <DIV> /DIV> <P> <HR SIZE=1> Be a better friend, newshound, and know-it-all with Yahoo! Mobile. <A href="http://us.rd.yahoo.com/evt=51733/*http://mobile.yahoo.com/;_ylt=Ahu06i62sR8HDtDypao8Wcj9tAcJ">Try it now.</A></DIV><BR><BR>------ TCC Control Number: ------<BR><<#165630-237913#>></body></html> END RECORD
(b) (6)
(b) (6)
(b) (6)
CONTACT RECORD
EID: 50599478 Contact Type: Contact Date: 2008-01-17 12:49:40 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2008-01-17 12:50:25 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: (b) (6) Contact Address 2: Contact City: (b) (6) Contact State: (b) (6) Contact Zip: (b) (6) Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Items damaged in carry on bag @ OKC (Breathing Medications) SF Mailed 1-18- 2008 SEE NOTES Body: Agent Notes: SF-95 mailed (1-18-2008)- Sent to CSM SF-95 mailed (1-18-2008)- Sent to CSM The following information has been received by the TSA Contact Center and it is being forwarded to you for your review and/or follow-up. Please reply by email, to the TCC Customer Service Representative sending this message, with the actions taken to resolve this consumers' issue. Brief Description: (b) (6) called to report that TSO screener removed breathing medication. Caller states that he asked screener to be careful with the breathing machine & medications. Per the caller, the screener handled his breathing machine in a rough manner. Mr. Glover would appreciate a immediate call back regarding the matter. (I also sent claim form to (b) (6) Date of Incident: 1-10-2008 Customer Name: (b) (6) Customer Contact Information: (b) (6) Airport: OKC Airline: Alliance Airline Flight#: NA Terminal/Gate: 12 Check In/Incident Time: Approx. 2:30pm- 2:45pm Carry On or Checked Baggage: Security Checkpoint Baggage Tag Number: NA Event ID #: 996749932659368
Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Opening Agent: Opened Date: 1/17/2008 12:49:40 PM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, Airline: Alliance AirlinesAlliance Airlines, Subject Category: Claim Form Requests-Carry On - Claim Form Requests-Carry On Interaction Type: COMPLAINT
Response Email: END RECORD
CONTACT RECORD
EID: 50605916 Contact Type: Contact Date: 2008-01-22 15:23:35 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2008-01-22 06:30:00 Contact Prefix: (b) (6) Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: (b) (6) Contact Address 2: Contact City: (b) (6) Contact State: (b) (6) Contact Zip: (b) (6) Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Items damaged in checked bag @ OKC & camera recharger. 1/23/2008 claim form was mailed., Body: Agent Notes: Provided caller with information on the claims process, and SF-95 mailed on 1/23/2008. Provided caller with information on the claims process, and SF-95 mailed on 1/23/2008. Caller states that a (NOI) was placed inside her luggage. Caller's Flight# 1347 Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Opening Agent: Opened Date: 1/22/2008 3:23:35 PM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, Airline: American Airlines -¬American Airlines -¬, Subject Category: Claim Form Requests-Checked Bag - Claim Form Requests-Checked Bag Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 50606602 Contact Type: Contact Date: 2008-01-23 06:42:33 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2008-01-22 14:40:00 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Items missing from checked bag @ (OKC & Two Bags of Toiletries). Body: Agent Notes: Provided Lost and Found information to caller and advised how to file a SF-95 claim form from the internet. Provided Lost and Found information to caller and advised how to file a SF-95 claim form from the internet. Caller was on Flight# 1462. There was no NOI in bag. Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Opening Agent: Opened Date: 1/23/2008 6:42:33 AM Linked Event IDs: Responses: Response Airport: OKCOKC,Oklahoma City, OK, USA - Will Rogers World Airport, MCI,Kansas City, MO, USA - Kansas City International Airport, Airline: Southwest AirlinesSouthwest Airlines, Subject Category: Claim Form Requests - Missing items from Checked Baggage - Claim Form Requests - Missing items from Checked Baggage Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 50608123 Contact Type: Contact Date: 2008-01-23 20:17:25 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2008-01-23 20:20:53 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: The caller is missing a pair of tennis shoes and perfume. The caller did not have a notice of bag inspection. Body: Agent Notes: I provided the caller with instructions for filing & obtaining the claim form. I also advised the caller to file a claim with TSA.
I provided the caller with instructions for filing & obtaining the claim form. I also advised the caller to file a claim with TSA. I provided the caller with instructions for filing & obtaining the claim form. I also advised the caller to file a claim with TSA. Follow Up: To TSOC Date: From TSOC Date: Last Updated By: Last Update Date: Opening Agent: Opened Date: 1/23/2008 8:17:25 PM Linked Event IDs:
(b) (6)
Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, Airline: Subject Category: Claim Form Requests - Missing items from Checked Baggage - Claim Form Requests - Missing items from Checked Baggage Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 50618815 Contact Type: Contact Date: Medium: EMAIL Contact Status: CLOSED Incident Date: Contact Prefix: Contact First Name: Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: (b) (6) Subject: ISSUE, Customer Service Feedback Body: THIS GENERATED EMAIL HAS BEEN SENT FROM TSA INTERNET CONTACT US-CUSTOMER SERVICE
(b) (6)
Remote Client IP: (b) (6) System Time: 1/24/2008 2:27:20 PM __________________________________________ User Name:
(b) (6)
User Email:
(b) (6)
__________________________________________ To: [email protected] Category: Complaints Sub Category: Customer Service Message: Re: a recent flight from OKC to Portland OR---going thru security my boarding pass and ID was checked just before reaching the actual sceening process. Now I had to take off my shoes, jacket, and place them and my purse and small carry-on into the tubs---to be able to use both hands to do this I stuck my ID and boarding pass into my small carry-on and proceeded thru the sceening "door". Of course my new artificial hip beeped---and the woman manning the "door" immediately asked for my boarding pass. I told her it was in my purse and took a step or 2 towards the tubs containing my belongings. I was stopped and told I couldn't touch them because I hadn't been cleared--but they wanted my boarding pass!!! Finally they let me get the pass out and they checked it and wanted me to step into the area for further sceening---that's fine--I know that has to be done when you've "beeped". However when I asked them to bring my belonging to where I was they didn't want to do that. There were my 3 tubs on the conveyer and other people were walking by to get their belongings and it would have been so easy for someone to grab my purse etc. Then someone held up a black jacket and asked if it was mine---90% of people wear black jackets---and I wasn't wearing my glasses so from that distance it was hard to tell if it really was mine. Finally, after me INSISTING that I wanted my belongings close by while they were wanding me they complied. This was completely different than my previous experiences that same week in Portland and also in Boise---there they took great care to immediately bring me my tubs close by so that there was no opportunity for anything to be taken. I thought the TSA was a federal agency and there was the same standard proceedure at every airport. Could someone please explain to me: 1. why did I have to show my boarding pass again (and what should I do with it while getting undressed---Hold it in my mouth????) 2.Why did they not want to bring my belongings closer to me so I could keep an eye on them. I am 68 years old and in good health---but this episode did cause some anxiety and I hope I never have to go thru that again.
Compliments to the TSA staff in Portland, OR and Boise, ID---they were so attentive and made me feel like they really cared! Thanks for listening! __________________________________________ Date and Time of message: 1/24/2008 2:27:20 PM Agent Notes: Consumer Complaint BCC/CSM Response Consumer Complaint BCC/CSM Response, OKC Stakeholder Manager (b)
(6)
(b) (6)
Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Opening Agent: Opened Date: 1/29/2008 9:29:11 AM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, OKC Oklahoma City, OK, USA - Will Rogers World Airport, Airline: Subject Category: Airline- Check in/Regulations - Airline- Check in/Regulations Interaction Type: COMPLAINT Response Email: From: Prior Vendor To: (b) (6) Subject: Re: Customer Service Feedback <<#159395-233301#>> Body: <html><HEAD><STYLE>p {margin-bottom: 0; margin-top: 0;}</STYLE></HEAD><body><FONT SIZE="2"> <DIV STYLE="font-family: Arial;color: #000000;"><FONT size=3><FONT size=3><FONT size=3><FONT size=3><FONT size=3><FONT size=3><FONT size=3> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif">Thank you for your email message. We are sorry you were unhappy with your recent travel experience.</FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif"> <?xml:namespace prefix = o ns = "urn:schemas-microsoft-com:office:office" /><o:p></o:p></FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif">Because your complaint is regarding screening at<SPAN style="mso-spacerun: yes"> OKC, </SPAN>we have forwarded a copy of your email to the Customer Service Manager at that airport. The Customer Service Manager is responsible for ensuring that the screener workforce adheres to TSA principles for professional processing.</FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif"> <o:p></o:p></FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif">We monitor the number and nature of complaints we receive to track trends and spot areas of concern that may require special attention. This ongoing process will enable us to ensure prompt, corrective action whenever we determine that security-screening policies need modification or specific employees or screener teams are the subjects of repeated complaints.</FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif"> <o:p></o:p></FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif">Again, the TSA offers sincere apologies for the discomfort you experienced while traveling and</FONT><SPAN style="FONT-SIZE: 12pt; FONT-FAMILY: Arial; mso-fareast-fontfamily: 'Times New Roman'; mso-ansi-language: EN-US; mso-fareast-language: EN-US; mso-bidi-language: AR-SA"> encourage you to check the latest information at <A href="http://www.tsa.gov/">www.tsa.gov</A>.</SPAN><FONT face=Arial></FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif"> <o:p></o:p></FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif">TSA Contact Center</FONT></P><FONT face="Tahoma, Verdana, Arial" size=2></FONT></FONT></FONT></FONT></FONT></FONT></FONT></FONT></DIV> <DIV STYLE="font-family: Arial;color: #000000;"></DIV> </FONT><BR><br><br><DIV>--- Original Message ---<BR>From: < (b) (6) ><BR>Received: 1/29/2008 9:29:11 AM Eastern Standard Time (GMT - 5:00 )<BR>To: "TSA Contact Center" <[email protected]><BR>Subject: Customer Service Feedback<BR><BR> <META content="MS Exchange Server version 6.5.7638.1" name=Generator><!-- Converted from text/plain format --> <P><FONT size=2>THIS GENERATED EMAIL HAS BEEN SENT FROM TSA INTERNET CONTACT US-CUSTOMER SERVICE</FONT> </P> <P><FONT size=2>Remote Client IP: (b) (6) </FONT> <BR><FONT size=2>System Time: 1/24/2008 2:27:20 PM</FONT> <BR><FONT size=2>__________________________________________</FONT> </P> <P><FONT size=2>User Name: </FONT><BR><FONT size=2 (b) (6) /FONT></P> <P><FONT size=2>User Email: </FONT><BR><FONT size=2 </FONT> <BR><FONT
(b) (6)
size=2>__________________________________________</FONT> </P> <P><FONT size=2>To:</FONT> <BR><FONT size=2>[email protected]</FONT> </P> <P><FONT size=2>Category: </FONT><BR><FONT size=2>Complaints</FONT> </P> <P><FONT size=2>Sub Category: </FONT><BR><FONT size=2>Customer Service</FONT> </P> <P><FONT size=2>Message: </FONT><BR><FONT size=2>Re: a recent flight from OKC to Portland OR---going thru security my boarding pass and ID was checked just before reaching the actual sceening process. Now I had to take off my shoes, jacket, and place them and my purse and small carry-on into the tubs---to be able to use both hands to do this I stuck my ID and boarding pass into my small carryon and proceeded thru the sceening "door". Of course my new artificial hip beeped---and the woman manning the "door" immediately asked for my boarding pass. I told her it was in my purse and took a step or 2 towards the tubs containing my belongings. I was stopped and told I couldn't touch them because I hadn't been cleared---but they wanted my boarding pass!!! Finally they let me get the pass out and they checked it and wanted me to step into the area for further sceening---that's fine--I know that has to be done when you've "beeped". However when I asked them to bring my belonging to where I was they didn't want to do that. There were my 3 tubs on the conveyer and other people were walking by to get their belongings and it would have been so easy for someone to grab my purse etc. Then someone held up a black jacket and asked if it was mine---90% of people wear black jackets---and I wasn't wearing my glasses so from that distance it was hard to tell if it really was mine. Finally, after me INSISTING that I wanted my belongings close by while they were wanding me they complied. This was completely different than my previous experiences that same week in Portland and also in Boise---there they took great care to immediately bring me my tubs close by so that there was no opportunity for anything to be taken. I thought the TSA was a federal agency and there was the same standard proceedure at every airport. Could someone please explain to me:</FONT></P> <P><FONT size=2>1. why did I have to show my boarding pass again (and what should I do with it while getting undressed---Hold it in my mouth????)</FONT></P> <P><FONT size=2>2.Why did they not want to bring my belongings closer to me so I could keep an eye on them.</FONT> <BR><FONT size=2>I am 68 years old and in good health---but this episode did cause some anxiety and I hope I never have to go thru that again.</FONT></P> <P><FONT size=2>Compliments to the TSA staff in Portland, OR and Boise, ID---they were so attentive and made me feel like they really cared!</FONT></P> <P><FONT size=2>Thanks for listening! </FONT></P> <P><FONT size=2>__________________________________________</FONT> <BR><FONT size=2>Date and Time of message: 1/24/2008 2:27:20 PM</FONT> </P></DIV><BR><BR>------ TCC Control Number: ------<BR><<#159395-233301#>></body></html> END RECORD
CONTACT RECORD
EID: 50620893 Contact Type: Contact Date: 2008-02-02 09:24:26 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2008-02-01 09:00:00 Contact Prefix: Contact First Name: Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Items damaged in checked bag @ (LGA were clothes damaged as a result of the tops being left off toiletry items. Claim form will be downloaded. Body: Agent Notes: Provided caller with information on the claims process, and SF-95 will be downloaded. Provided caller with information on the claims process, and SF-95 will be downloaded. Flight #: 731
(b) (6)
Bag Tag #: AA826137 Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Opening Agent: Opened Date: 2/2/2008 9:24:26 AM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, LGA New York, NY, USA - Laguardia, Airline: American Airlines -¬American Airlines -¬, Subject Category: Claim Form Requests-Checked Bag - Claim Form Requests-Checked Bag Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 50623394 Contact Type: Contact Date: 2008-02-04 15:33:46 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2008-02-04 19:16:46 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Items damaged in checked bag @ (OKC & laptop) . NOI in bag Body: Agent Notes: Provided caller with information on the claims process, and walked through website for sf-95 Provided caller with information on the claims process, and walked through website for sf-95 Flight 5382. Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Opening Agent: Opened Date: 2/4/2008 3:33:46 PM Linked Event IDs: Responses: Response Airport: OKCOKC,Oklahoma City, OK, USA - Will Rogers World Airport, BWI,Baltimore, MD, USA - Baltimore-Washington International, Airline: United Airlines -¬United Airlines -¬, Subject Category: Claim Form Requests-Checked Bag - Claim Form Requests-Checked Bag Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 50624639 Contact Type: Contact Date: Medium: EMAIL Contact Status: CLOSED Incident Date: Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: (b) (6) Subject: ISSUE, complaint/personalpropertyat willrogers?OKC Body: My husband and I were leaving OKC on Feb. 25 to Phoenix approximately 3:00 p.m. on USAIR. We went through security around 11:30 a.m. We both were wheel chair travels. We both have to be wanded as we each have knee replacements. The screener that wanded me was a young petiete black woman. I want to face my personal belongings that were on the conveyer belt. She insisted that I face her with my back to my belongings. My husband has medical eqkuipment that has to be hand searched, The lady searching his bag was telling me how he should have packed his bag. He was not paying much attention to anything. We got our luggage, carryon, at Phoenix and upon reaching our destination we discovered my camera was missing. I called both the hotel and car rental. I know I put that camera in the bag of his medical equipment. I have tried to call about this and just got a runaround from the people at OKC. I waited to call until we arrived home in CO thinking some honest person may have mailed my camera home. I had all personal info in the camera bag. THE CAMERA IS A OLYMPUS D-435 purchased DEC.2005. could you please check your security film and see if you can find some info. I am 69 yr. with white hair about 5'5 200lbs. My husband is 73 yr bald with white fringe 210 lbs. Home address is (b) (6) (b) (6) home phone is (b) (6) Please explore this complaint as I had some very personal pictures that I can not replace. Thank You (b) (6) Agent Notes: Retrieve Items & Claims Response Retrieve Items & Claims Response, BCC CSM (b) (6) Follow Up: To TSOC Date: From TSOC Date: Last Updated By: Last Update Date: Opening Agent: Opened Date: 3/31/2008 10:34:10 AM Linked Event IDs:
(b) (6)
(b) (6)
Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, PHX Phoenix, AZ, USA - Sky Harbor International Airport, Airline: Subject Category: Claim Form Requests-Carry On - Claim Form Requests-Carry On Interaction Type: COMPLAINT Response Email: From: Prior Vendor To: (b) (6) Subject: Re: complaint/personalpropertyat willrogers?OKC <<#183927-260566#>> Body: <html><HEAD><STYLE>p {margin-bottom: 0; margin-top: 0;}</STYLE></HEAD><body><FONT SIZE="2"> <DIV STYLE="font-family: Arial;color: #000000;"><FONT size=3><FONT size=3><FONT size=3><FONT size=3><FONT size=3> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><SPAN style="FONT-FAMILY: Arial">Thank you for your email message regarding the retrieval of lost items. </SPAN></P>
<P class=MsoNormal style="MARGIN: 0in 0in 0pt"><SPAN style="FONT-FAMILY: Arial"></SPAN> </P><SPAN style="FONTFAMILY: Arial"></SPAN><SPAN style="FONT-FAMILY: Arial"> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><SPAN style="FONT-FAMILY: Arial">Each airport establishes procedures for handling lost and found items.<SPAN style="mso-spacerun: yes"> </SPAN>TSA follows those procedures where they exist.<SPAN style="mso-spacerun: yes"> </SPAN>The airports in those instances are responsible for holding and disposing items under applicable local laws.<SPAN style="mso-spacerun: yes"> </SPAN>Items such as locks, tags, straps, and other external luggage pieces are often lost or damaged as the baggage goes through the baggage handling equipment and may or may not have been found by airline/airport personnel.<SPAN style="mso-spacerun: yes"> </SPAN><?xml:namespace prefix = o ns = "urn:schemas-microsoftcom:office:office" /><o:p></o:p></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><SPAN style="FONT-FAMILY: Arial"><o:p> </o:p></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><SPAN style="FONT-FAMILY: Arial">In an airport where no policy exists, found articles are collected, stored, and disposed of under General Services Administration rules.<SPAN style="mso-spacerun: yes"> </SPAN><STRONG>TSA is unable to identify and return all items, but may be able to locate and return items on a <U>case-by-case basis</U>.<SPAN style="mso-spacerun: yes"> </SPAN>We suggest you <U>contact the airport</U> at which your items were confiscated or lost.<o:p></o:p></STRONG></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"></SPAN><SPAN style="FONT-FAMILY: Arial"> <o:p></o:p></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><SPAN style="FONT-FAMILY: Arial">We work very hard to achieve consistency in the security processes. As we inspect screening operations at airports and receive feedback from the traveling public, we address inconsistencies and ensure corrective actions are taken, when necessary. We will continue to do all that we can to inspect screening operations and provide written procedures and training to specify how the process is to be applied. <o:p></o:p></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><SPAN style="FONT-FAMILY: Arial"> <o:p></o:p></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><SPAN style="FONT-FAMILY: Arial">The Transportation Security Administration (TSA) is responsible for reviewing all claims relating to the screening of passengers and their baggage. In order to protect your rights under federal law and to file a valid claim, you must send your claim in writing to TSA, stating the circumstances of the loss and the exact amount you are claiming (fair market value of lost or destroyed property, reasonable cost of repair for damaged property), within two years after your claim accrued. The claim must be signed by you or your authorized representative (e.g., an attorney or other personal representative with appropriate proof of authority). <o:p></o:p></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><SPAN style="FONT-FAMILY: Arial"> <o:p></o:p></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><SPAN style="FONT-FAMILY: Arial">You can satisfy the notice requirement by filling out the attached Standard Form 95 (claim form) in accordance with the instructions, and returning it to the address in <?xml:namespace prefix = st1 ns = "urn:schemas-microsoft-com:office:smarttags" /><st1:address w:st="on"><st1:Street w:st="on">box #</st1:Street>1</st1:address>. Please be sure to follow the instructions carefully, and to fill out the claim form completely. While use of the form is not mandatory, it will help you ensure that you meet the legal requirements for filing a claim. <o:p></o:p></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><SPAN style="FONT-FAMILY: Arial"> <o:p></o:p></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><SPAN style="FONT-FAMILY: Arial">Once the Claims Management Office has received your claim form, you will be sent a letter of acknowledgement and a claim number. You should keep the claim number for future reference when inquiring about your claim. TSA will try to resolve your claim as quickly as possible, but it may need time to make a further investigation of the facts. If TSA denies your claim, or has not finally resolved it within six months after you have filed it, you may have a right to bring your claim to court. <o:p></o:p></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><SPAN style="FONT-FAMILY: Arial"><o:p> </o:p></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><SPAN style="FONT-FAMILY: Arial">Please visit TSAGÇÖs Claims Management OfficeGÇÖs website at <A title=blocked::https://claims.tsa.dhs.gov/ href="https://claims.tsa.dhs.gov/"><FONT size=3>https://claims.tsa.dhs.gov</FONT></A><FONT face="Arial, Helvetica, sans-serif"><FONT size=3> </FONT></FONT> for information related to filing a claim, checking the status of a claim and other claim related issues.<SPAN style="mso-spacerun: yes"> </SPAN>If you have additional questions that are not addressed on this website, please contact the Claims Management Office at <A href="http://[email protected]/">[email protected]</A>.<o:p></o:p></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><SPAN style="FONT-FAMILY: Arial"> <o:p></o:p></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><SPAN style="FONT-FAMILY: Arial">We hope that this provides you with all of the information you need. If you have further questions, please feel free to call TSA, toll free, at (866) 2899673.<o:p></o:p></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><SPAN style="FONT-FAMILY: Arial"> <o:p></o:p></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><SPAN style="FONT-FAMILY: Arial"> <o:p></o:p></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><st1:place w:st="on"><st1:PlaceName w:st="on"><SPAN style="FONT-FAMILY: Arial">TSA</SPAN></st1:PlaceName><SPAN style="FONT-FAMILY: Arial"> <st1:PlaceName w:st="on">Contact</st1:PlaceName> <st1:PlaceType w:st="on">Center</st1:PlaceType></SPAN></st1:place><SPAN style="FONT-FAMILY: Arial"><o:p></o:p></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><SPAN style="FONT-FAMILY: Arial"><o:p> </o:p></SPAN></P> <P> </P></FONT></FONT></FONT></FONT></FONT></DIV> <DIV STYLE="font-family: Arial;color: #000000;"></DIV> </FONT><BR><br><br><DIV>--- Original Message ---<BR>From: < (b) (6) ><BR>Received: 3/31/2008 10:34:09 AM Eastern Standard Time (GMT - 4:00 )<BR>To: "TSA Contact Center" <[email protected]><BR>Cc: (b) (6) < (b) (6) ><BR>Subject: complaint/personalpropertyat willrogers?OKC<BR><BR> <META content="MSHTML 6.00.2800.1561" name=GENERATOR> <STYLE></STYLE>
<DIV><FONT face=Arial size=2>My husband and I were leaving OKC on Feb. 25 to Phoenix approximately 3:00 p.m. on USAIR. We went through security around 11:30 a.m. We both were wheel chair travels. We both have to be wanded as we each have knee replacements. The screener that wanded me was a young petiete black woman. I want to face my personal belongings that were on the conveyer belt. She insisted that I face her with my back to my belongings. My husband has medical eqkuipment that has to be hand searched, The lady searching his bag was telling me how he should have packed his bag. He was not paying much attention to anything. We got our luggage, carryon, at Phoenix and upon reaching our destination we discovered my camera was missing. I called both the hotel and car rental. I know I put that camera in the bag of his medical equipment. I have tried to call about this and just got a runaround from the people at OKC. I waited to call until we arrived home in CO thinking some honest person may have mailed my camera home. I had all personal info in the camera bag. THE CAMERA IS A OLYMPUS D-435 purchased DEC.2005. could you please check your security film and see if you can find some info. I am 69 yr. with white hair about 5'5 200lbs. My husband is 73 yr bald with white fringe 210 lbs. Home address is (b) (6) CO 80644 home phone is (b) (6) (b) (6) Please explore this complaint as I had some very personal pictures that I can not replace. Thank You (b) (6) AND </FONT></DIV></DIV><BR><BR>------ TCC Control Number: ------<BR><<#183927-260566#>></body></html> END RECORD
(b) (6)
CONTACT RECORD
EID: 50624816 Contact Type: Contact Date: 2008-02-05 18:34:05 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2008-02-05 11:15:00 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Items missing from checked bag@(OKC & shoe). Broken curling irons. Body: Agent Notes: Provided Lost and Found information to caller and walked caller thru the website. Provided Lost and Found information to caller and walked caller thru the website. Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Opening Agent: Opened Date: 2/5/2008 6:34:05 PM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, HOU Houston, TX, USA - Houston Hobby Airport, Airline: Southwest AirlinesSouthwest Airlines, Subject Category: Claim Form Requests - Missing items from Checked Baggage - Claim Form Requests - Missing items from Checked Baggage Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 50625300 Contact Type: Contact Date: 2008-03-25 22:48:26 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2008-03-25 22:48:56 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Caller says her medicine and make up was in dissary in her checked luggageCaller asked if claim form is available on TSA website, Body: Agent Notes: Directed caller to the website for claim form. Directed caller to the website for claim form.Walked caller through website for claim form, Notice of inspection was left. Follow Up: To TSOC Date: From TSOC Date: Last Updated By: Last Update Date: Opening Agent: Opened Date: 3/25/2008 10:48:26 PM Linked Event IDs:
(b) (6)
(b) (6)
Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, DEN Denver, CO, USA - Denver International, Airline: United Airlines -¬United Airlines -¬, Subject Category: Claim Form Requests-Website - Claim Form Requests-Website Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 50625591 Contact Type: Contact Date: 2008-02-06 17:29:47 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2008-02-06 17:29:49 (b) (6) Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Items missing from checked bag OKC - (boot sealant) Gave caller the website information for filing a claim. NOI in his bag. Body: Agent Notes: Gave caller the website information for filing a claim. Gave caller the website information for filing a claim. Gave caller the website information for filing a claim. Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Opening Agent: Opened Date: 2/6/2008 5:29:47 PM Linked Event IDs: Responses: Response Airport: OKCOKC,Oklahoma City, OK, USA - Will Rogers World Airport, Airline: Subject Category: Claim Form Requests - Missing items from Checked Baggage - Claim Form Requests - Missing items from Checked Baggage Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 50632946 Contact Type: Contact Date: 2008-11-24 13:17:20 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2008-11-22 13:17:20 Contact Prefix: (b) (6) Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: USA Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Caller asked how can items voluntarily abandoned items can be retrieved. Also caller is requesting TSA phone numbers for a employee by the name of Mike Chertoff. Body: Agent Notes: Advised caller that there are no provisions for returning banned (prohibited) items. Advised caller that there are no provisions for returning banned (prohibited) items. Caller did not provide a call back number. Caller stated that he had a retired police ID card which TSA screeners did not accept. Advised caller that there was no one by the name of Mike Chertoff in the TSA contact datatbase.
Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Opening Agent: Opened Date: 11/24/2008 1:17:20 PM Linked Event IDs: Responses: Response Airport: OKCOKC,Oklahoma City, OK, USA - Will Rogers World Airport, Airline: Subject Category: Discourteous- Rude Employee - Discourteous- Rude Employee Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 50651016 Contact Type: Contact Date: 2008-02-27 16:33:57 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2008-02-27 16:34:05 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Items damaged in checked bag @TPA (Laptop) Body: Agent Notes: Provided caller with information on the claims process, and gave website for claim forms Provided caller with information on the claims process, and gave website for claim forms Caller stated that there was a NOI in bag Flight #: DL-4188 Follow Up: To TSOC Date: From TSOC Date: Last Updated By: Last Update Date: Opening Agent: Opened Date: 2/27/2008 4:33:57 PM Linked Event IDs:
(b) (6)
Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, TPA Tampa, FL, USA - Tampa International, Airline: Delta Air Lines -¬Delta Air Lines -¬, Subject Category: Claim Form Requests-Checked Bag - Claim Form Requests-Checked Bag Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 50651335 Contact Type: Contact Date: 2008-02-27 12:57:11 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2008-01-31 06:00:00 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Caller wants to report their Non-TSA approved lock is missing and damaged after traveling through OKC and EWR airports. Body: Agent Notes: Advised caller the information would be documented in the system as a complaint and offered caller a claim form, but she declined my offer. Advised caller the information would be documented in the system as a complaint and offered caller a claim form, but she declined my offer. Caller doesn't wish to provide a phone number for the record. Caller stated on two different occasions in which the first occasion she departed from OKC to EWR to JFK to CMN and her TSA approved lock was damaged, but she did not have a NOI enclosed inside of her checked bag. Caller states on the second occasion, she departed from CMN to EWR where she then placed her TSA approved lock onto her checked luggage then flew to JFK and landed in OKC but he TSA approved lock was missing. Caller states on this occasion she did have a NOI inside of her bag and would like for TSA to notice that she has had to spend $20.00. Caller expresses how she would like for TSA to replace the locks back onto the bag and handle the locks with care so she won't be wasting her money. Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Opening Agent: Opened Date: 2/27/2008 12:57:11 PM Linked Event IDs:
(b) (6)
Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, EWR Newark, NJ, USA - Newark International Airport, JFK New York, NY, USA - John F Kennedy Intl Airport, CMN Casablanca, Morocco - Mohamed V, Airline: Continental Airlines (present) -¬Continental Airlines (present) -¬, Air Maroc, Subject Category: TSA Approved Locks - Missing or Damaged - TSA Approved Locks - Missing or Damaged Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 50655281 Contact Type: Contact Date: 2008-11-03 21:07:20 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2008-10-30 21:07:20 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: (b) (6) Contact Address 2: Contact City: Cement Contact State: OK Contact Zip: 73017 Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: The callers wife suitcase is missing medication and a camera is missing. The bag was also left in dissarray. There was also a NOI. (SF-95 mailed on 11/4/2008) Body: Agent Notes: I advised the caller to first check with the lost & found to see if the item could have been left behind during the inspection process. If the caller is still unable to locate the item after checking the lost & found than they would need to file a claim with TSA. (SF-95 mailed on 11/4/2008) I advised the caller to first check with the lost & found to see if the item could have been left behind during the inspection process. If the caller is still unable to locate the item after checking the lost & found than they would need to file a claim with TSA. (SF-95 mailed on 11/4/2008) The following information has been received by the TSA Contact Center and it is being forwarded to you for your review and/or follow-up. Please reply by email, to the TCC Customer Service Representative sending this message, with the actions taken to resolve this consumers' issue. Brief Description: Date of Incident: 10/30/2008 Caller Name: (b) (6) Check-in time: 6pm Bag number: 0526776581 Flight: 2743 Airline: Southwest Airlines The callers bag arrived to the airport before he did. Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Opening Agent: Opened Date: 11/3/2008 9:07:20 PM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, LAS Las Vegas, NV, USA - Mccarran International Airport, Airline: Southwest AirlinesSouthwest Airlines, Subject Category: Claim Form Requests - Missing items from Checked Baggage - Claim Form Requests - Missing items from Checked Baggage Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 50658044 Contact Type: Contact Date: 2008-03-03 15:37:48 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2008-02-29 08:45:49 Contact Prefix: Contact First Name: Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: (b) (6) Contact Address 2: Contact City:(b) (6) Contact State: (b) (6) Contact Zip: (b) (6) Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Items missing from checked bag@(OKC & Jewerly). Body: Agent Notes: Provided Lost and Found information to caller and SF-95 form mailed on 03/04/08. Provided Lost and Found information to caller and SF-95 form mailed on 03/04/08. Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Opening Agent: Opened Date: 3/3/2008 3:37:48 PM Linked Event IDs:
(b) (6)
(b) (6)
Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, MCI Kansas City, MO, USA - Kansas City International Airport, Airline: Southwest AirlinesSouthwest Airlines, Subject Category: Claim Form Requests - Missing items from Checked Baggage - Claim Form Requests - Missing items from Checked Baggage Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 50663115 Contact Type: Contact Date: 2008-03-06 14:08:03 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2008-03-06 09:00:00 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: (b) (6) just got back and his bag was searched and one of his sneaker is gone and found a TSA/NOI. Body: Agent Notes: Provided Lost and Found information to caller and walked caller through TSA web for an SF-95 form Provided Lost and Found information to caller and walked caller through TSA web for an SF-95 form Provided Lost and Found information to caller and walked caller through TSA web for an SF-95 form Told caller to make copies of: Baggage tag Boarding pass stub TSA/NOI Purchase recites or estimate Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Opening Agent: Opened Date: 3/6/2008 2:08:03 PM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, Airline: United Airlines -¬United Airlines -¬, Subject Category: Claim Form Requests - Missing items from Checked Baggage - Claim Form Requests - Missing items from Checked Baggage Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 50670315 Contact Type: Contact Date: Medium: EMAIL Contact Status: CLOSED Incident Date: Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: (b) (6) Subject: ISSUE, Customer Service Feedback Body: THIS GENERATED EMAIL HAS BEEN SENT FROM TSA INTERNET CONTACT US-CUSTOMER SERVICE Remote Client IP: (b) (6) System Time: 3/28/2008 2:24:56 AM __________________________________________ User Name:
(b) (6)
User Email:
(b) (6)
__________________________________________ To: [email protected] Category: Complaints Sub Category: Customer Service Message: I understand the TSA agents have a tough job. But patience should be part of their training. I recently traveled to Oklahoma and wanted to speak to the manager on duty for a discrepency and something that I did not feel was fair. I had traveled to Oklahoma with about 1 ounce of sun tan lotion in an 8 ounce container. When I went thru the x-ray machine in Burbank, CA they did not say anything. On the way back home going through x-ray in oklahoma they pulled it ouf my bag. So I asked to speak the manager. It was a male..on duty. He was obviously picked on as a child and found his outlet to be a power tripper in form of a TSA agent. He was so rude and unpleasant. His approach in communicating to me was clearly a threating tone. Several people that were traveling through the x-ray area approached me away from that area in the airport to comment about the TSA managers behavior. You should be embarrased to have such individuals working for your organization. Maybe he needs a vacation before he snaps? Please assist the TSA manager in controlling his emotions/temper on the job. Thank you for making our air-travel safer! __________________________________________ Date and Time of message: 3/28/2008 2:24:56 AM Agent Notes: Consumer Complaint BCC/CSM Response Consumer Complaint BCC/CSM Response, (b) (6) Follow Up: To TSOC Date:
From TSOC Date: Last Updated By: (b) (6) Last Update Date: 2008-04-10 15:50:36 Opening Agent: Opened Date: 3/28/2008 11:51:32 AM Linked Event IDs: Responses: Response Airport: OKCOKC,Oklahoma City, OK, USA - Will Rogers World Airport, OKC,Oklahoma City, OK, USA - Will Rogers World Airport, Airline: Subject Category: Discourteous- Rude Employee - Discourteous- Rude Employee Interaction Type: COMPLAINT Response Email: From: Prior Vendor To:(b) (6) Subject: Re: Customer Service Feedback <<#183125-259625#>> Body: <html><HEAD><STYLE>p {margin-bottom: 0; margin-top: 0;}</STYLE></HEAD><body><FONT SIZE="2"> <DIV STYLE="font-family: Arial;color: #000000;"><FONT size=3><FONT size=3><FONT size=3><FONT size=3><FONT size=3><FONT size=3><FONT size=3> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif">Thank you for your email message. We are sorry you were unhappy with your recent travel experience.</FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif"> <?xml:namespace prefix = o ns = "urn:schemas-microsoft-com:office:office" /><o:p></o:p></FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif">Because your complaint is regarding screening at<SPAN style="mso-spacerun: yes"> OKC </SPAN>, we have forwarded a copy of your email to the Customer Service Manager at that airport. The Customer Service Manager is responsible for ensuring that the screener workforce adheres to TSA principles for professional processing.</FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif"> <o:p></o:p></FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif">We monitor the number and nature of complaints we receive to track trends and spot areas of concern that may require special attention. This ongoing process will enable us to ensure prompt, corrective action whenever we determine that security-screening policies need modification or specific employees or screener teams are the subjects of repeated complaints.</FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif"> <o:p></o:p></FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif">Again, the TSA offers sincere apologies for the discomfort you experienced while traveling and</FONT><SPAN style="FONT-SIZE: 12pt; FONT-FAMILY: Arial; mso-fareast-fontfamily: 'Times New Roman'; mso-ansi-language: EN-US; mso-fareast-language: EN-US; mso-bidi-language: AR-SA"> encourage you to check the latest information at <A href="http://www.tsa.gov/">www.tsa.gov</A>.</SPAN><FONT face=Arial></FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif"> <o:p></o:p></FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif">TSA Contact Center</FONT></P><FONT face="Tahoma, Verdana, Arial" size=2></FONT></FONT></FONT></FONT></FONT></FONT></FONT></FONT></DIV> <DIV STYLE="font-family: Arial;color: #000000;"></DIV> </FONT><BR><br><br><DIV>--- Original Message ---<BR>From: <(b) (6) ><BR>Received: 3/28/2008 11:51:31 AM Eastern Standard Time (GMT - 4:00 )<BR>To: "TSA Contact Center" <[email protected]><BR>Subject: Customer Service Feedback<BR><BR> <META content="MS Exchange Server version 6.5.7638.1" name=Generator><!-- Converted from text/plain format --> <P><FONT size=2>THIS GENERATED EMAIL HAS BEEN SENT FROM TSA INTERNET CONTACT US-CUSTOMER SERVICE</FONT> </P> <P><FONT size=2>Remote Client IP: (b) (6) </FONT> <BR><FONT size=2>System Time: 3/28/2008 2:24:56 AM</FONT> <BR><FONT size=2>__________________________________________</FONT> </P> <P><FONT size=2>User Name: </FONT><BR><FONT size=2>(b) (6) </FONT> </P> <P><FONT size=2>User Email: </FONT><BR><FONT size=2>(b) (6) </FONT> <BR><FONT size=2>__________________________________________</FONT> </P> <P><FONT size=2>To:</FONT> <BR><FONT size=2>[email protected]</FONT> </P> <P><FONT size=2>Category: </FONT><BR><FONT size=2>Complaints</FONT> </P> <P><FONT size=2>Sub Category: </FONT><BR><FONT size=2>Customer Service</FONT> </P> <P><FONT size=2>Message: </FONT><BR><FONT size=2>I understand the TSA agents have a tough job. But patience should be part of their training. I recently traveled to Oklahoma and wanted to speak to the manager on duty for a discrepency and something that I did not feel was fair. I had traveled to Oklahoma with about 1 ounce of sun tan lotion in an 8 ounce container. When I went thru the x-ray machine in Burbank, CA they did not say anything. On the way back home going through x-ray in oklahoma they pulled it ouf my bag. So I asked to speak the manager. It was a male..on duty. He was obviously picked on as a child and found his outlet to be a power tripper in form of
a TSA agent. He was so rude and unpleasant. His approach in communicating to me was clearly a threating tone. Several people that were traveling through the x-ray area approached me away from that area in the airport to comment about the TSA managers behavior. You should be embarrased to have such individuals working for your organization.</FONT></P> <P><FONT size=2>Maybe he needs a vacation before he snaps? Please assist the TSA manager in controlling his emotions/temper on the job.</FONT> <BR><FONT size=2>Thank you for making our air-travel safer!</FONT> </P> <P><FONT size=2>__________________________________________</FONT> <BR><FONT size=2>Date and Time of message: 3/28/2008 2:24:56 AM</FONT> </P></DIV><BR><BR>------ TCC Control Number: ------<BR><<#183125-259625#>></body></html> END RECORD
CONTACT RECORD
EID: 50670411 Contact Type: Contact Date: 2008-04-21 12:51:44 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2008-04-21 05:45:45 Contact Prefix: Contact First Name: Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Callers liquid items were opened in her luggage when TSA inspected it. Body: Agent Notes: Advised caller we will note issue, and an FYI will be sent to the CSM at that airport who oversees the screening operation. Offered a claim form. Advised caller we will note issue, and an FYI will be sent to the CSM at that airport who oversees the screening operation. Offered a claim form., The TCC received the following information as an FYI. We are forwarding this information to you for your review.
(b) (6)
For Your Information: (b) (6) arrived at her destination today to find her whole bag covered in baby powder. She had a notice of baggage inspection inside the luggage from TSA. Her shampoo was also opened and spilled all over the bag. I gave (b) (6) information to file a claim for her damaged items. She was very upset and wanted to make sure someone was aware of the issue. Date of Incident: 4/21/08 Customer Name: (b) (6) Customer Contact Information: (b) (6) Airport: OKC Airline: Delta Airlines Flight#: 5326, & second flight 5000 Terminal/Gate: 24 Check In/Incident Time: 5:45 AM Carry On or Checked Baggage: Checked Baggage Tag Number: DL809350 Event ID #: 300182391220080421 Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Opening Agent: Opened Date: 4/21/2008 12:51:44 PM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, CLE Cleveland, OH, USA - Hopkins International Airport, CVG Cincinnati, OH, USA - Greater Cincinnati Intl Airport, Airline: Delta AirDelta Air, Subject Category: Mishandling of Passengers Property - Damaged Items- Carry-on Baggage - Mishandling of Passengers Property Damaged Items- Carry-on Baggage Interaction Type: COMPLAINT
Response Email: END RECORD
CONTACT RECORD
EID: 50679610 Contact Type: Contact Date: Medium: EMAIL Contact Status: CLOSED Incident Date: Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: (b) (6) Subject: ISSUE, TSA Contact Us: Complaints Body: THIS GENERATED EMAIL HAS BEEN SENT FROM TSA INTERNET CONTACT US -----------------------------------------------------------------------------------------------------------Remote Client IP: (b) (6) Date Time: 11/28/2008 2:26:07 PM ------------------------------------------------------------------------------------------------------------
Name: (b) (6) Email: (b) (6) Complaints:Items Not Permitted Through the Security Checkpoint Flight Info (If applicable. Enter Flight#/Airline/Terminal/Airport/Gate/Etc):KCI to OKC Comments:I have panic Attacks and I hate to fly and I have a Doctors Precription ORDER for me to be allowed to carry 3 oz of water wichi i measured b4 I left. the TSA guy would not ALLOW me to show him the Doctors order for water and threw my bottle away which obvisouly made me want to panic on the spot, I understand you have rules but I did have a prescription and have Panic disorder the TSA Supervisor at KCI was very rude about it plus I did sit the bottle out in bin seperate from everything else, I'd like a response about this please, thank you (b) (6) Agent Notes: Consumer Complaint BCC/CSM Response Consumer Complaint BCC/CSM Response, BCC MCI Program Analyst (b) (6) t (b) (6) Follow Up: To TSOC Date: From TSOC Date: Last Updated By: Last Update Date: Opening Agent: Opened Date: 11/29/2008 12:17:54 PM Linked Event IDs:
(b) (6)
Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, MCI Kansas City, MO, USA - Kansas City International Airport, Airline: Subject Category: Voluntarily Abandoned Property- Retrieving Abandoned/Confiscated Items - Voluntarily Abandoned PropertyRetrieving Abandoned/Confiscated Items Interaction Type: COMPLAINT Response Email: From: Prior Vendor To: (b) (6) Subject: Re: TSA Contact Us: Complaints <<#261711-354945#>>
Body: <html><head><style type="text/css">p {margin-bottom: 0; margin-top: 0;}</style></head><body bgcolor="#ffffff" style="background: #ffffff"> <font size="2"><div style="width:100%;word-wrap:break-word;font-family: Arial;color: #000000;"><P><FONT face=" Helvetica, sansserif,Arial" size=3>Thank you for your email message. We are sorry you were unhappy with your recent travel experience.</FONT> </P> <P><FONT face=" Helvetica, sans-serif,Arial" size=3> </FONT> </P> <P><FONT face=" Helvetica, sans-serif,Arial" size=3>Because your complaint is regarding screening at Kansas City International Airport (MCI), we have forwarded a copy of your email to the Customer Service Manager at that airport. The Customer Service Manager is responsible for ensuring that the screener workforce adheres to TSA principles for professional processing.</FONT> </P> <P><FONT face=" Helvetica, sans-serif,Arial" size=3> </FONT> </P> <P><FONT face=" Helvetica, sans-serif,Arial" size=3>We monitor the number and nature of complaints we receive to track trends and spot areas of concern that may require special attention. This ongoing process will enable us to ensure prompt, corrective action whenever we determine that security-screening policies need modification or specific employees or screener teams are the subjects of repeated complaints.</FONT> </P> <P><FONT face=" Helvetica, sans-serif,Arial" size=3> </FONT> </P> <P><FONT face=" Helvetica, sans-serif,Arial" size=3>Again, the TSA offers sincere apologies for the discomfort you experienced while traveling and encourage you to check the latest information at </FONT><FONT face=" Helvetica, sans-serif,Arial" size=3><A href="http://www.tsa.gov/" shape=rect>www.tsa.gov</A></FONT><FONT face=" Helvetica, sans-serif,Arial" size=3>.</FONT> </P> <P><FONT face=" Helvetica, sans-serif,Arial" size=3> </FONT> </P> <P><FONT face=" Helvetica, sans-serif,Arial" size=3>TSA Contact Center</FONT><FONT face=" Helvetica, sans-serif,Arial" size=3><BR clear=none></FONT></P></div> </font><br /> <br><br><div>--- Original Message ---<BR>From: < gt;<BR>Received: 11/29/08 12:17:54 PM EST<BR>To: "TSA Contact Center" <[email protected]><BR>Subject: TSA Contact Us: Complaints<BR><BR>THIS GENERATED EMAIL HAS BEEN SENT FROM TSA INTERNET CONTACT US<BR>-----------------------------------------------------------------------------------------------------------<BR>Remote Client IP: (b) (6) <BR>Date Time: 11/28/2008 2:26:07 PM<BR>-----------------------------------------------------------------------------------------------------------<BR><BR> <TABLE style="FONT-SIZE: 12px; WIDTH: 750px" cellSpacing=1 cellPadding=3 border=2> <TBODY> <TR> <TD style="FONT-WEIGHT: bold; WIDTH: 200px">Name:</TD> <TD>(b) (6) </TD></TR> <TR> <TD style="FONT-WEIGHT: bold; WIDTH: 200px">Email:</TD> <TD>(b) (6) </TD></TR> <TR> <TD style="FONT-WEIGHT: bold; WIDTH: 200px">Complaints:</TD> <TD>Items Not Permitted Through the Security Checkpoint</TD></TR> <TR> <TD style="FONT-WEIGHT: bold; WIDTH: 200px">Flight Info (If applicable. Enter Flight#/Airline/Terminal/Airport/Gate/Etc):</TD> <TD>KCI to OKC</TD></TR> <TR> <TD style="FONT-WEIGHT: bold; WIDTH: 200px">Comments:</TD> <TD>I have panic Attacks and I hate to fly and I have a Doctors Precription ORDER for me to be allowed to carry 3 oz of water wichi i measured b4 I left. the TSA guy would not ALLOW me to show him the Doctors order for water and threw my bottle away which obvisouly made me want to panic on the spot, I understand you have rules but I did have a prescription and have Panic disorder the TSA Supervisor at KCI was very rude about it plus I did sit the bottle out in bin seperate from everything else, I'd like a response about this please, thank you</TD></TR></TBODY></TABLE></div> <BR><BR>------ TCC Control Number: ------<BR><<#261711-354945#>></body></html> END RECORD
(b) (6)
CONTACT RECORD
EID: 50680138 Contact Type: Contact Date: 2008-11-25 09:59:01 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2008-11-25 09:59:01 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Caller stated that zippers were broken from checked bags at EUG Body: Agent Notes: Provided caller with information on the claims process, Provided caller with information on the claims process, Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Opening Agent: Opened Date: 11/25/2008 9:59:01 AM Linked Event IDs:
(b) (6)
Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, EUG Eugene, OR, USA - Eugene Airport, Airline: Subject Category: Claim Form Requests-Checked Bag - Claim Form Requests-Checked Bag Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 50680659 Contact Type: Contact Date: 2008-03-17 20:52:18 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2008-03-16 05:00:00 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Items damaged in checked bag @ (OKC: magazines, dvds, pamphlets). walked caller through website for claim form Body: Agent Notes: Provided caller with information on the claims process, and walked caller through website for claim form Provided caller with information on the claims process, and walked caller through website for claim form NOI: yes.. Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Opening Agent: Opened Date: 3/17/2008 8:52:18 PM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, IAH Houston, TX, USA - Houston Intercontinental, Airline: Continental Airlines (present) -¬Continental Airlines (present) -¬, Subject Category: Claim Form Requests-Checked Bag - Claim Form Requests-Checked Bag Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 50689652 Contact Type: Contact Date: 2008-03-24 00:35:01 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2008-03-23 16:30:00 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Caller wanted to report that screener made mess of her checked bag and items were not re-packed properly after screening at (OKC). Body: Agent Notes: Advised caller we would note issue, and an FYI will be sent to the CSM at that airport who oversees the screening operation. Offered a claim form. Advised caller we would note issue, and an FYI will be sent to the CSM at that airport who oversees the screening operation. Offered a claim form., The following information has been received by the TSA Contact Center and it is being forwarded to you for your review. Please reply by email, to the TCC Customer Service Representative sending this message, with the actions taken to resolve this consumers' issue. Brief Description: (b) (6) is quit upset with the condition of her luggage. (b) (6) got her luggage back with a NOI inside, her belongings repacked any kind of way, and a hair product that has spilled everywhere because the top was not screwed back on properly. (b) (6) does not wish to be contacted, but hopes that better care will be shown towards people's belongings in the future.
Date of Incident: 3/23/2008 Customer Name: (b) (6) Customer Contact Information: 702-437-5292 Airport: OKC Airline: Southwest Airlines Flight#: 3073 Gate: 14 Check In: 4:30:00 PM Carry On or Checked Baggage: Checked Bag Baggage Tag#: OKCS785084 Event ID #: 996769963798570 Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Opening Agent: Opened Date: 3/24/2008 12:35:01 AM Linked Event IDs: Responses: Response Airport: OKCOKC,Oklahoma City, OK, USA - Will Rogers World Airport, DEN Denver, CO, USA - Denver International, LAS Las Vegas, NV, USA - Mccarran International Airport, Airline: Southwest AirlinesSouthwest Airlines, Subject Category: Mishandling of Passengers Property - Disarrayed Carry-on/Checked Baggage - Mishandling of Passengers Property -
Disarrayed Carry-on/Checked Baggage Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 50694499 Contact Type: Contact Date: Medium: EMAIL Contact Status: CLOSED Incident Date: Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: (b) (6) Subject: ISSUE, Luggage checked Body: To whom this may concern, I had a flight out of Oklahoma City Flight # 2285, when I got home my Medicine was missing I just had it filled the last week of February for 90 days (Nexium 40mg) I had a hard time to get a 30 day supply because I just had my prescription filled, and it cost 45 Dollars. Can you help me?
Regards
(b) (6)
(b) (6)
(b) (6)
<mailto (b) (6) Agent Notes: Claim Request Claim Request, Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Opening Agent: Opened Date: 3/26/2008 10:09:48 AM Linked Event IDs: Responses: Response Airport: OKCOKC,Oklahoma City, OK, USA - Will Rogers World Airport, Airline: Subject Category: Claim Form Requests - Missing items from Checked Baggage - Claim Form Requests - Missing items from Checked Baggage Interaction Type: COMPLAINT
Response Email: From: Prior Vendor To:
(b) (6)
Subject: Re: Luggage checked <<#182414-258749#>> Body: <html><HEAD><STYLE>p {margin-bottom: 0; margin-top: 0;}</STYLE></HEAD><body><FONT SIZE="2"> <DIV STYLE="font-family: Arial;color: #000000;"><FONT size=3><FONT size=3><FONT size=3><FONT size=3><FONT size=3> <P class=MsoNormal style="MARGIN: 0in 0in 0pt; mso-layout-grid-align: none"><SPAN style="FONT-SIZE: 11pt; mso-bidi-font-size: 10.0pt"><FONT face="Arial, Helvetica, sans-serif" size=3>Thank you for your e-mail message.<SPAN style="mso-spacerun: yes"> </SPAN></FONT></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt; mso-layout-grid-align: none"><SPAN style="FONT-SIZE: 11pt; FONT-FAMILY: Fixedsys; mso-bidi-font-size: 9.0pt; mso-bidi-font-family: Fixedsys"><FONT face="Arial, Helvetica, sans-serif"><FONT size=3> </FONT></FONT></SPAN><SPAN style="FONT-SIZE: 11pt; FONT-FAMILY: Fixedsys; mso-bidi-font-size: 9.0pt; mso-bidifont-family: Fixedsys"><FONT face="Arial, Helvetica, sans-serif"><FONT size=3> <?xml:namespace prefix = o ns = "urn:schemasmicrosoft-com:office:office" /><o:p></o:p></FONT></FONT></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt; mso-layout-grid-align: none"><SPAN style="FONT-SIZE: 11pt; FONT-FAMILY: Fixedsys; mso-bidi-font-size: 9.0pt; mso-bidi-font-family: Fixedsys"><FONT face="Arial, Helvetica, sans-serif"><FONT size=3>The Transportation Security Administration (TSA) is responsible for reviewing all claims relating to the screening of passengers and their baggage.<SPAN style="mso-spacerun: yes"> </SPAN>In order to protect your rights under federal law and to file a valid claim, you must send your claim in writing to TSA, stating the circumstances of the loss and the exact amount you are claiming (fair market value of lost or destroyed property, reasonable cost of repair for damaged property), within two years after your claim accrued.<SPAN style="mso-spacerun: yes"> </SPAN>The claim must be signed by you or your authorized representative (e.g., an attorney or other personal representative with appropriate proof of authority).<SPAN style="mso-spacerun: yes"> </SPAN><o:p></o:p></FONT></FONT></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt; mso-layout-grid-align: none"><SPAN style="FONT-SIZE: 11pt; FONT-FAMILY: Fixedsys; mso-bidi-font-size: 9.0pt; mso-bidi-font-family: Fixedsys"><FONT face="Arial, Helvetica, sans-serif"><FONT size=3> <o:p></o:p></FONT></FONT></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt; mso-layout-grid-align: none"><SPAN style="FONT-SIZE: 11pt; FONT-FAMILY: Fixedsys; mso-bidi-font-size: 9.0pt; mso-bidi-font-family: Fixedsys"><FONT face="Arial, Helvetica, sans-serif"><FONT size=3>You can satisfy the notice requirement by filling out the attached Standard Form 95 (claim form) in accordance with the instructions, and returning it to the address in box #1.<SPAN style="mso-spacerun: yes"> </SPAN>Please be sure to follow the instructions carefully, and to fill out the claim form completely.<SPAN style="mso-spacerun: yes"> </SPAN>While use of the form is not mandatory, it will help you ensure that you meet the legal requirements for filing a claim.<SPAN style="mso-spacerun: yes"> </SPAN><o:p></o:p></FONT></FONT></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt; mso-layout-grid-align: none"><SPAN style="FONT-SIZE: 11pt; FONT-FAMILY: Fixedsys; mso-bidi-font-size: 9.0pt; mso-bidi-font-family: Fixedsys"><FONT face="Arial, Helvetica, sans-serif"><FONT size=3> <o:p></o:p></FONT></FONT></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt; mso-layout-grid-align: none"><SPAN style="FONT-SIZE: 11pt; FONT-FAMILY: Fixedsys; mso-bidi-font-size: 9.0pt; mso-bidi-font-family: Fixedsys"><FONT face="Arial, Helvetica, sans-serif"><FONT size=3>Once the Claims Management Office has received your claim form, you will be sent a letter of acknowledgement and a claim number.<SPAN style="mso-spacerun: yes"> </SPAN>You should keep the claim number for future reference when inquiring about your claim.<SPAN style="mso-spacerun: yes"> </SPAN>TSA will try to resolve your claim as quickly as possible, but it may need time to make a further investigation of the facts.<SPAN style="mso-spacerun: yes"> </SPAN>If TSA denies your claim, or has not finally resolved it within six months after you have filed it, you may have a right to bring your claim to court.<SPAN style="msospacerun: yes"> </SPAN><o:p></o:p></FONT></FONT></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt; mso-layout-grid-align: none"><SPAN style="FONT-SIZE: 11pt; FONT-FAMILY: Fixedsys; mso-bidi-font-size: 9.0pt; mso-bidi-font-family: Fixedsys"><FONT face="Arial, Helvetica, sans-serif"><FONT size=3> <o:p></o:p></FONT></FONT></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt; mso-layout-grid-align: none"><SPAN style="FONT-SIZE: 11pt; FONT-FAMILY: Fixedsys; mso-bidi-font-size: 9.0pt; mso-bidi-font-family: Fixedsys"><FONT face="Arial, Helvetica, sans-serif"><FONT size=3>Please visit TSAGÇÖs Claims Management OfficeGÇÖs website at </FONT><A title=blocked::https://claims.tsa.dhs.gov/ href="https://claims.tsa.dhs.gov/"><FONT size=3>https://claims.tsa.dhs.gov</FONT></A></FONT><FONT face="Arial, Helvetica, sansserif"><FONT size=3> for information related to filing a claim, checking the status of a claim and other claim related issues.<o:p></o:p></FONT></FONT></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt; mso-layout-grid-align: none"><SPAN style="FONT-SIZE: 11pt; FONT-FAMILY: Fixedsys; mso-bidi-font-size: 9.0pt; mso-bidi-font-family: Fixedsys"><FONT face="Arial, Helvetica, sans-serif"><FONT size=3> <o:p></o:p></FONT></FONT></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt; mso-layout-grid-align: none"><SPAN style="FONT-SIZE: 11pt; FONT-FAMILY: Fixedsys; mso-bidi-font-size: 9.0pt; mso-bidi-font-family: Fixedsys"><FONT face="Arial, Helvetica, sans-serif" size=3>We hope that this provides you with all of the information you need. If you have additional questions related to the claims process, please contact the Claims Management Office at </FONT><A href="mailto:[email protected]"><SPAN style="COLOR: windowtext"><FONT face="Arial, Helvetica, sans-serif" size=3>[email protected]</FONT></SPAN></A><FONT face="Arial, Helvetica, sans-serif" size=3>. </FONT></SPAN><SPAN style="FONT-SIZE: 11pt; mso-bidi-font-size: 12.0pt"><FONT face="Arial, Helvetica, sansserif"><FONT size=3>Please visit our website at <A href="http://www.tsa.gov/">www.tsa.gov</A> for additional information about
TSA.<SPAN style="mso-spacerun: yes"> </SPAN>We continue to add new information and encourage you to check the website frequently for updated information.<o:p></o:p></FONT></FONT></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt; mso-layout-grid-align: none"><SPAN style="FONT-SIZE: 11pt; FONT-FAMILY: Fixedsys; mso-bidi-font-size: 9.0pt; mso-bidi-font-family: Fixedsys"><FONT face="Arial, Helvetica, sans-serif"><FONT size=3> <o:p></o:p></FONT></FONT></SPAN></P><SPAN style="FONT-SIZE: 11pt; FONT-FAMILY: Fixedsys; mso-fareast-fontfamily: 'Times New Roman'; mso-ansi-language: EN-US; mso-fareast-language: EN-US; mso-bidi-language: AR-SA; mso-bidi-font-size: 9.0pt; mso-bidi-font-family: Fixedsys"><FONT face="Arial, Helvetica, sans-serif" size=3>TSA Contact Center</FONT></SPAN></FONT></FONT></FONT></FONT></FONT></DIV> <DIV STYLE="font-family: Arial;color: #000000;"></DIV> </FONT><BR><br><br><DIV>--- Original Message ---<BR>From: (b) (6) <(b) (6) ><BR>Received: 3/26/2008 10:09:47 AM Eastern Standard Time (GMT - 4:00 )<BR>To: "TSA Contact Center" <[email protected]><BR>Subject: Luggage checked<BR><BR> <META content="Microsoft Word 10 (filtered)" name=Generator> <STYLE> <!-/* Font Definitions */ @font-face {font-family:"Rage Italic";} @font-face {font-family:"Script MT Bold";} @font-face {font-family:"French Script MT";} @font-face {font-family:"Monotype Corsiva"; panose-1:3 1 1 1 1 2 1 1 1 1;} @font-face {font-family:Georgia; panose-1:2 4 5 2 5 4 5 2 3 3;} /* Style Definitions */ p.MsoNormal, li.MsoNormal, div.MsoNormal {margin:0in; margin-bottom:.0001pt; font-size:12.0pt; font-family:"Times New Roman";} a:link, span.MsoHyperlink {color:blue; text-decoration:underline;} a:visited, span.MsoHyperlinkFollowed {color:purple; text-decoration:underline;} span.EmailStyle17 {font-family:Arial; color:windowtext;} @page Section1 {size:8.5in 11.0in; margin:1.0in 1.25in 1.0in 1.25in;} div.Section1 {page:Section1;} --> </STYLE> <DIV class=Section1> <P class=MsoNormal><FONT face=Arial size=2><SPAN style="FONT-SIZE: 10pt; FONT-FAMILY: Arial">To whom this may concern, I had a flight out of Oklahoma City Flight # 2285, when I got home my Medicine was missing I just had it filled the last week of February for 90 days (Nexium 40mg) I had a hard time to get a 30 day supply because I just had my prescription filled, and it cost 45 Dollars. Can you help me?<BR><BR></SPAN></FONT></P> <P class=MsoNormal><FONT face=Arial size=2><SPAN style="FONT-SIZE: 10pt; FONT-FAMILY: Arial">Regards David Caudill</SPAN></FONT></P> <P class=MsoNormal><FONT face=Arial size=2><SPAN style="FONT-SIZE: 10pt; FONT-FAMILY: Arial"> </SPAN></FONT></P> <P class=MsoNormal style="MARGIN-BOTTOM: 12pt"><FONT face="Times New Roman" size=3><SPAN style="FONT-SIZE: 12pt"> </SPAN></FONT></P> <P class=MsoNormal><B><FONT face="Monotype Corsiva" size=5><SPAN style="FONT-WEIGHT: bold; FONT-SIZE: 16pt; FONT-FAMILY: 'Monotype Corsiva'" (b) (6) /SPAN></FONT></B> <IMG height=51 src="cid:[email protected]" width=264></P>
<P class=MsoNormal><FONT face="Times New Roman" size=3><SPAN style="FONT-SIZE: 12pt"> </SPAN></FONT></P> <P class=MsoNormal style="MARGIN-BOTTOM: 12pt"><FONT face="Times New Roman" size=3><SPAN style="FONT-SIZE: 12pt"><IMG height=51 src="cid:[email protected]" width=264></SPAN></FONT></P> <P class=MsoNormal style="MARGIN-BOTTOM: 12pt"><FONT face=Georgia size=5><SPAN style="FONT-SIZE: 18pt; FONT-FAMILY: Georgia">(b) (6) BR>(b) (6) SPAN></FONT><B><FONT face="Rage Italic" size=5><SPAN style="FONTWEIGHT: bold; FONT-SIZE: 16pt; FONT-FAMILY: 'Rage Italic'"><BR></SPAN></FONT></B><A href="mailto (b) (6) ><FONT face="Script MT Bold"><SPAN style="FONT-FAMILY: 'Script MT Bold'" (b) (6) </SPAN></FONT></A></P> <P class=MsoNormal style="MARGIN-BOTTOM: 12pt"><FONT face=Arial size=3><SPAN style="FONT-SIZE: 12pt; FONT-FAMILY: Arial"> </SPAN></FONT></P> <P class=MsoNormal><FONT face="Times New Roman" size=3><SPAN style="FONT-SIZE: 12pt"><BR></SPAN></FONT><B><I><FONT face="French Script MT"><SPAN style="FONT-WEIGHT: bold; FONT-STYLE: italic; FONT-FAMILY: 'French Script MT'"><BR></SPAN></FONT></I></B><FONT face=Arial size=2><SPAN style="FONT-SIZE: 10pt; FONT-FAMILY: Arial"><BR> </SPAN></FONT></P> <P class=MsoNormal><FONT face="Times New Roman" size=3><SPAN style="FONT-SIZE: 12pt"> </SPAN></FONT></P></DIV></DIV><BR><BR>------ TCC Control Number: ------<BR><<#182414-258749#>></body></html> END RECORD
CONTACT RECORD
EID: 50699361 Contact Type: Contact Date: 2008-03-30 12:51:37 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2008-03-29 12:51:49 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: The caller is missing two watches, earring, and makeup from her checked bag. The callers makeup bag was also left in dissarray. Body: Agent Notes: I advised the caller to file a claim with TSA. I also provided the number to TSA's lost and found at (OKC). I advised the caller to file a claim with TSA. I also provided the number to TSA's lost and found at (OKC). Follow Up: To TSOC Date: From TSOC Date: Last Updated By: Last Update Date: Opening Agent: Opened Date: 3/30/2008 12:51:37 PM Linked Event IDs:
(b) (6)
Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, HOU Houston, TX, USA - Houston Hobby Airport, Airline: Southwest AirlinesSouthwest Airlines, Subject Category: Claim Form Requests - Missing items from Checked Baggage - Claim Form Requests - Missing items from Checked Baggage Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 50703956 Contact Type: Contact Date: 2008-10-12 17:00:10 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2008-10-12 17:00:10 Contact Prefix: (b) (6) Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Items missing from checked bag@( & name specific item). Enter date claim form was mailed., Body: Agent Notes: Provided Lost and Found information to caller and explained claim process Provided Lost and Found information to caller and explained claim process Caller's daughter was missing $800 bracelet and ring. The check bag is missing There was no NOI inside the check bag. Puerto Rico, HOU Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Opening Agent: Opened Date: 10/12/2008 5:00:10 PM Linked Event IDs: Responses: Response Airport: OKCOKC,Oklahoma City, OK, USA - Will Rogers World Airport, Airline: Continental Airlines (present) -¬Continental Airlines (present) -¬, Subject Category: Claim Form Requests - Missing items from Checked Baggage - Claim Form Requests - Missing items from Checked Baggage Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 50704896 Contact Type: Contact Date: 2008-10-07 15:25:15 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2008-10-06 05:30:15 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Items damaged in checked bag @ OKC - silicon breast prosthetics were cut open, also has a belt missing. Body: Agent Notes: Provided caller with information on the claims process, and walked caller thru web for claim forms. Provided caller with information on the claims process, and walked caller thru web for claim forms. 10/6/08 NOI was in bag OKC-ORD-RDU AALA# 4101 @ 5:55am Gate# 4 Bag# AA0001034502 Had note from physician explaining what they were, with items, and they were see thru.
Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Opening Agent: Opened Date: 10/7/2008 3:25:15 PM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, Airline: American Airlines -¬American Airlines -¬, Subject Category: Claim Form Requests-Checked Bag - Claim Form Requests-Checked Bag Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 50711650 Contact Type: Contact Date: Medium: EMAIL Contact Status: CLOSED Incident Date: Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: (b) (6) Subject: ISSUE, Customer Service Feedback Body: THIS GENERATED EMAIL HAS BEEN SENT FROM TSA INTERNET CONTACT US-CUSTOMER SERVICE Remote Client IP: (b) (6) System Time: 4/5/2008 5:21:19 PM __________________________________________ User Name: Dana Christian User Email:
(b) (6)
_________________ To: [email protected] Category: Complaints Sub Category: Customer Service Message: My mother, (b) (6) traveled from Oklahoma City to Houston on Friday, April 5th. She is 77 years old. She has to wear orthopedic inserts in her shoes which must be lace up shoes. She asked for a chair to sit in in order to remove her shoes. She was told there wasn't one. Instead the attendent told her to put her foot up on a counter and removed her shoes for her. I'm sure she isn't the only person who needs someplace to sit to take off shoes. Can this issue be addressed? Thank you, Dana Christian __________________________________________ Date and Time of message: 4/5/2008 5:21:19 PM Agent Notes: Consumer Complaint BCC/CSM Response Consumer Complaint BCC/CSM Response, bcc Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Opening Agent: Opened Date: 4/6/2008 10:31:20 AM Linked Event IDs:
(b) (6)
Responses: Response Airport: OKCOKC,Oklahoma City, OK, USA - Will Rogers World Airport, Airline: Subject Category: Shoe Screening Policy - Shoe Screening Policy Interaction Type: COMPLAINT Response Email: From: Prior Vendor To: (b) (6) Subject: Re: Customer Service Feedback <<#186450-263524#>> Body: <html><HEAD><STYLE>p {margin-bottom: 0; margin-top: 0;}</STYLE></HEAD><body><FONT SIZE="2"> <DIV STYLE="font-family: Arial;color: #000000;"><FONT size=3><FONT size=3><FONT size=3><FONT size=3><FONT size=3><FONT size=3><FONT size=3> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif">Thank you for your email message. We are sorry you were unhappy with your recent travel experience.</FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif"> <?xml:namespace prefix = o ns = "urn:schemas-microsoft-com:office:office" /><o:p></o:p></FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif">Because your complaint is regarding screening at<SPAN style="mso-spacerun: yes"> OKC</SPAN>, we have forwarded a copy of your email to the Customer Service Manager at that airport. The Customer Service Manager is responsible for ensuring that the screener workforce adheres to TSA principles for professional processing.</FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif"> <o:p></o:p></FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif">We monitor the number and nature of complaints we receive to track trends and spot areas of concern that may require special attention. This ongoing process will enable us to ensure prompt, corrective action whenever we determine that security-screening policies need modification or specific employees or screener teams are the subjects of repeated complaints.</FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif"> <o:p></o:p></FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif">Again, the TSA offers sincere apologies for the discomfort you experienced while traveling and</FONT><SPAN style="FONT-SIZE: 12pt; FONT-FAMILY: Arial; mso-fareast-fontfamily: 'Times New Roman'; mso-ansi-language: EN-US; mso-fareast-language: EN-US; mso-bidi-language: AR-SA"> encourage you to check the latest information at <A href="http://www.tsa.gov/">www.tsa.gov</A>.</SPAN><FONT face=Arial></FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif"> <o:p></o:p></FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif">TSA Contact Center</FONT></P><FONT face="Tahoma, Verdana, Arial" size=2></FONT></FONT></FONT></FONT></FONT></FONT></FONT></FONT></DIV> <DIV STYLE="font-family: Arial;color: #000000;"></DIV> </FONT><BR><br><br><DIV>--- Original Message ---<BR>From: < (b) (6) ><BR>Received: 4/6/2008 10:31:19 AM Eastern Standard Time (GMT - 4:00 )<BR>To: "TSA Contact Center" <[email protected]><BR>Subject: Customer Service Feedback<BR><BR> <META content="MS Exchange Server version 6.5.7638.1" name=Generator><!-- Converted from text/plain format --> <P><FONT size=2>THIS GENERATED EMAIL HAS BEEN SENT FROM TSA INTERNET CONTACT US-CUSTOMER SERVICE</FONT> </P> <P><FONT size=2>Remote Client IP: (b) (6) </FONT> <BR><FONT size=2>System Time: 4/5/2008 5:21:19 PM</FONT> <BR><FONT size=2>__________________________________________</FONT> </P> <P><FONT size=2>User Name: </FONT><BR><FONT size=2 (b) (6) </FONT> </P> <P><FONT size=2>User Email: </FONT><BR><FONT size=2 (b) (6) </FONT> <BR><FONT size=2>__________________________________________</FONT> </P> <P><FONT size=2>To:</FONT> <BR><FONT size=2>[email protected]</FONT> </P> <P><FONT size=2>Category: </FONT><BR><FONT size=2>Complaints</FONT> </P> <P><FONT size=2>Sub Category: </FONT><BR><FONT size=2>Customer Service</FONT> </P> <P><FONT size=2>Message: </FONT><BR><FONT size=2>My mother, (b) (6) traveled from Oklahoma City to Houston on Friday, April 5th. She is 77 years old. She has to wear orthopedic inserts in her shoes which must be lace up shoes. She asked for a chair to sit in in order to remove her shoes. She was told there wasn't one. Instead the attendent told her to put her foot up on a counter and removed her shoes for her. I'm sure she isn't the only person who needs someplace to sit to take off shoes. Can this issue be addressed? Thank you,(b) (6) </FONT></P> <P><FONT size=2>__________________________________________</FONT> <BR><FONT size=2>Date and Time of message: 4/5/2008 5:21:19 PM</FONT> </P></DIV><BR><BR>------ TCC Control Number: ------<BR><<#186450-263524#>></body></html> END RECORD
CONTACT RECORD
EID: 50716158 Contact Type: Contact Date: 2008-04-10 16:22:53 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2008-04-10 16:31:23 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: (b) (6) Contact Address 2: Contact City: (b) (6) Contact State: (b) (6) Contact Zip: (b) (6) Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Caller stated that her checked bag was damaged @ OKC Body: Agent Notes: Provided caller with information on the claims process, and SF-95 mailed on (04/11/2008) Provided caller with information on the claims process, and SF-95 mailed on (04/11/2008) Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Opening Agent: Opened Date: 4/10/2008 4:22:53 PM Linked Event IDs:
(b) (6)
Responses: Response Airport: OKCMCI Kansas City, MO, USA - Kansas City International Airport, BNA Nashville, TN, USA - Nashville Metropolitan Airport, OKC Oklahoma City, OK, USA - Will Rogers World Airport, Airline: Subject Category: Claim Form Requests-Checked Bag - Claim Form Requests-Checked Bag Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 507162 Contact Type: Normal/General Contact Date: Jun 12 2012 12:33PM Medium: Email Contact Status: Closed Incident Date: Jun 12 2012 5:38AM Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: not provided Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: (b) (6) Subject: TSA Contact Us: Complaints Body: THIS GENERATED EMAIL HAS BEEN SENT FROM http://www.tsa.gov/contact/index.shtm -----------------------------------------------------------------------------------------------------------Remote Client IP: (b) (6) Date Time: 6/12/2012 12:33:15 PM ------------------------------------------------------------------------------------------------------------
Name: (b) (6) Mem FA 14495 Email: (b) (6) Complaints:Inappropriate Screening/Pat Down Screening Flight Info (If applicable. Enter Flight#/Airline/Terminal/Airport/Gate/Etc):CDO return okc - Mem Flight 3407 DeltaDelta Connection- Pinnacle report time 5:40am Comments:I am a Memphis Based Flight Attendant employee number 14495 with Pinnacle. During my return to Memphis with a report time of 5:40 am. i went through screening and the metal detector indicated something around my waist. I agreed to a public pat down and I told the TSA agent that it was my waist cincher. She proceeded to tell me what she would do. This procedure is not new since I have had a public pat down before and knew what to expect. She proceeded with the pat down but she rubbed up and against my private and I said for her to not do that. She said she had to go until her hand stopped but she also went up and across completely touching me inappropriate. She said I could ask for a supervisor and I did and her supervisor said the same thing. I told the supervisor she was touching my private part. The supervisor said that there would be a bigger commotion and that my plane would be delayed.I felt no other choice but to submit to this public humiliation. This woman touched my private several times and I know I was being molested. The agent who did the pat down is (b) (6) Her supervisor was (b) (6) (b) (6) This happened Tuesday June 12,2012, 5:38am at the Will Rogers Airport in OKC. If you look at the video, you will see my compliance but you will also noticed my becoming extremely upset telling her to not touch me like that and her supervisor not correcting the problem. Agent Notes: Sending to the CSM at CKC for review and notification. (b) (6) TCC Supervisor 6-12-12 Follow Up: To TSOC Date: From TSOC Date: Last Updated By: Last Update Date: Jun 12 2012 4:50PM Opening Agent: (b) (6) Opened Date: 6/12/2012 2:39:56 PM Linked Event IDs:
(b) (6)
Responses: Response Template Name: Pat Down Screening Complaint - BCC CSM Airport: OKC Airline: Delta Subject Category: Patdown - Flyer
Interaction Type: Complaint Response Email: From: (TSA Contact Center DO NOT REPLY) [email protected] To: (b) (6) Subject: In Response to your inquiry. Body: Thank you for your e-mail regarding your screening experience. The Transportation Security Administration (TSA) seeks to provide a high level of security and customer service to those who pass through our screening checkpoints. Our policies and procedures focus on ensuring that all passengers, regardless of their personal situations and needs, are treated with dignity, respect, and courtesy. Every person and item must be screened before entering the secured area of an airport, and the manner in which the screening is conducted is important. Transportation Security Officers (TSOs) must conduct additional screening to resolve an alarm of the WalkThrough Metal Detector (WTMD) or to resolve an anomaly discovered during Advanced Imaging Technology (AIT) screening. All TSOs are required to be considerate and thoughtful and are trained to explain what they are doing and what will happen next in the process. TSA regrets if this was not your experience. In addition, passengers may request a private screening if additional screening is required or at any time during the screening process. A companion may accompany a passenger who needs assistance to the private screening after the companion clears screening. In addition, screeners should offer a private screening before beginning a patdown inspection that will require displacing or lifting clothing. Passengers may choose to remain in the public area rather than go to a private area for screening, however, passengers who refuse screening in the public or private area will not be permitted to enter the secured area. Because your complaint concerns the conduct of TSOs at a specific airport we have forwarded a copy of your letter to the Customer Service Manager (CSM) at that location. Passengers may register a concern or complaint with security through the TSA CSM or TSA supervisory personnel at each airport. Customer Service Managers may be contacted via the “Talk to TSA” section of the TSA Web site at https: contact.tsa.dhs.gov talktotsa talktotsa.aspx. TSA monitors the number and nature of complaints we receive in order to track trends and spot areas of concern that may require special attention. This ongoing process enables us to ensure prompt, corrective action whenever we determine that security screening policies need modification or specific employees or screener teams are the subjects of repeated complaints. We consider your concerns to be a serious issue for our attention. TSA appreciates that you took the time to share your concerns with us. We are confident that through the concerns brought to us by the traveling public, we will be better able to address problem areas with corrective action.
We hope this information is helpful. TSA Contact Center END RECORD
CONTACT RECORD
EID: 50724240 Contact Type: Contact Date: 2008-05-29 16:21:49 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2008-05-14 06:35:00 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Caller wants to report that their TSA approved lock was missing from her check baggage after traveling through OKC. Body: Agent Notes: Informed caller of the claim process and walked caller thru the TSA website and how to download the claim form. Informed caller of the claim process and walked caller thru the TSA website and how to download the claim form. Baggage Tag AM323 14 TZR AA984001 7001984001 Flight 323 Caller stated that they attempted to file a claim with American Airlines and was told it is a TSA issue. Caller stated that there was no NOI in the bag. The cosmetics case on the top of the suitcase was opened, but nothing else.
Follow Up: To TSOC Date: From TSOC Date: Last Updated By: Last Update Date: Opening Agent: Opened Date: 5/29/2008 4:21:49 PM Linked Event IDs:
(b) (6)
Responses: Response Airport: OKCOKC,Oklahoma City, OK, USA - Will Rogers World Airport, Airline: American Airlines -¬American Airlines -¬, Subject Category: TSA Approved Locks - Missing or Damaged - TSA Approved Locks - Missing or Damaged Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 50724428 Contact Type: Contact Date: 2008-04-16 17:34:47 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2008-04-16 05:00:00 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Printer damaged within checked baggage as well as checked luggage damaged @ OKC Body: Agent Notes: Provided caller with information on the claims process and walked caller through website to obtain claim forms. Provided caller with information on the claims process and walked caller through website to obtain claim forms. Caller states she had a NOI inside of her checked luggage bag. Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Opening Agent: Opened Date: 4/16/2008 5:34:47 PM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, DFW Dallas/Ft Worth, TX, USA - Dallas Ft Worth International, CLT Charlotte, NC, USA - Charlotte/Douglas Intl Airport, RIC Richmond, VA, USA - Richmond International Airport, Airline: American Airlines -¬American Airlines -¬, Subject Category: Claim Form Requests-Checked Bag - Claim Form Requests-Checked Bag Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 50724586 Contact Type: Contact Date: 2008-04-16 20:32:26 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2008-04-16 20:32:27 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: The caller has a notice of inspection, and the snaps on the inside of the luggage are damaged. Body: Agent Notes: I provided the caller with instructions for filing & obtaining the claim form. I provided the caller with instructions for filing & obtaining the claim form. Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Opening Agent: Opened Date: 4/16/2008 8:32:26 PM Linked Event IDs:
(b) (6)
(b) (6)
Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, ELP El Paso, TX, USA - El Paso International Airport, Airline: American Airlines -¬American Airlines -¬, Subject Category: Claim Form Requests-Checked Bag - Claim Form Requests-Checked Bag Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 50725332 Contact Type: Contact Date: 2008-04-17 13:33:55 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2008-04-16 23:50:00 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Items missing from checked bag@(ORD & A Bottle of Cologne) Body: Agent Notes: Provided Lost and Found information to caller and SF-95 form mailed on (Date) Provided Lost and Found information to caller and SF-95 form mailed on (Date) Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Opening Agent: Opened Date: 4/17/2008 1:33:55 PM Linked Event IDs:
(b) (6)
Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, ORD Chicago, IL, USA - O'hare International Airport Airline: American Airlines American Airlines -¬, Subject Category: Claim Form Requests - Missing items from Checked Baggage - Claim Form Requests - Missing items from Checked Baggage Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 50727632 Contact Type: Contact Date: 2008-08-15 14:27:34 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2008-08-14 15:20:00 Contact Prefix: Contact First Name: Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Caller stated she is missing jewlery from her checked luggage @ OKC, Body: Agent Notes: Provided Lost and Found information to caller and advised caller how to download a claim form online. Provided Lost and Found information to caller and advised caller how to download a claim form online. NO NOI was inside. Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Opening Agent: Opened Date: 8/15/2008 2:27:34 PM Linked Event IDs:
(b) (6)
Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, LGB Long Beach, CA, USA - Long Beach Municipal Airport, Airline: jetBlue AirwaysjetBlue Airways, Subject Category: Claim Form Requests - Missing items from Checked Baggage - Claim Form Requests - Missing items from Checked Baggage Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 50730819 Contact Type: Contact Date: Medium: EMAIL Contact Status: CLOSED Incident Date: Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: (b) (6) Subject: ISSUE, luggage search Body: I recently traveled from Oklahoma City to Phoenix through Will Rogers Airport. As I travel for business I am a frequent flyer and have had TSA look into my checked luggage many many times. Before, the agents have always respected my belongings and without seeing the TSA notice, I would never have known my luggage was opened. This past trip however was a completely different story. My toiletries were dumped out of my toiletry bag, a letter was removed from an envelope, my curlers were dumped out of the bag they were in, and my clothes were literally tossed. I felt so violated, as though someone had come into my home and rummaged through my bureau drawers. It occurred to me at that point that there is no individual accountability for the agent who inspected my luggage. I am therefore suggesting that you initiate a method similar to that for clothing. We have all found the "Inspected by No. 34" in the pocket of our new jeans. TSA should issue each agent a stamp and they should be required to stamp the TSA Notice of Baggage Inspection so that should an agent require additional training about respecting the belongings of those of us whom you are protecting, the supervisor can be notified and the remediation can take place. This will have the added benefit of encouraging the agents to be more respectful because their number is on the TSA Notice. Sincerely,
(b) (6)
Agent Notes: General Complaint & Falling Short of Standard General Complaint & Falling Short of Standard, Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Opening Agent: Opened Date: 7/31/2008 12:11:59 PM Linked Event IDs: Responses: Response Airport: OKCOKC,Oklahoma City, OK, USA - Will Rogers World Airport, PHX Phoenix, AZ, USA - Sky Harbor International Airport, Airline: Subject Category: Mishandling of Passengers Property - Disarrayed Carry-on/Checked Baggage - Mishandling of Passengers Property Disarrayed Carry-on/Checked Baggage Interaction Type: COMPLAINT Response Email: From: Prior Vendor To: (b) (6) Subject: Re: luggage search <<#224903-309339#>>
Body: <html><HEAD><STYLE>p {margin-bottom: 0; margin-top: 0;}</STYLE></HEAD><body><FONT SIZE="2"> <DIV STYLE="font-family: Arial;color: #000000;"><FONT size=3><FONT size=3><FONT size=3><FONT size=3><FONT size=3><FONT size=3><FONT size=3><FONT face="Tahoma, Verdana, Arial" size=2> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><SPAN style="FONT-FAMILY: Arial"><FONT size=3>Thank you for your electronic mail message. <FONT face="Arial, Helvetica, sans-serif">We are sorry you were unhappy with your recent travel experience and hope that the following information will be helpful. </FONT></FONT></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><SPAN style="FONT-FAMILY: Arial"><FONT size=3> <?xml:namespace prefix = o ns = "urn:schemas-microsoft-com:office:office" /><o:p></o:p></FONT></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><SPAN style="FONT-FAMILY: Arial"><FONT size=3>One of our key objectives has been to ensure that all passengers consistently receive professional and courteous checkpoint processing while maintaining our high level of security. Along with expanded training on the enhanced security procedures, each Federal airport screener receives training on professional and courteous conduct to make the process run smoothly and reduce the inconvenience to the public. <o:p></o:p></FONT></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><SPAN style="FONT-FAMILY: Arial"><FONT size=3> <o:p></o:p></FONT></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><SPAN style="FONT-FAMILY: Arial"><FONT size=3>Enhanced security measures require that all checked baggage undergo some form of screening for prohibited items. A variety of security measures are applied to the baggage and/or persons of passengers selected through the screening process, including random searches. Physical search of the luggage is required to clear every alarm. TSA screeners should exercise great care during the screening process to ensure that passengers' belongings are returned and not damaged when a bag needs to be opened. Unfortunately, on some occasions the screening process may fall short of our established standard. We apologize if these high standards were not met.<o:p></o:p></FONT></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><SPAN style="FONT-FAMILY: Arial"><FONT size=3> <o:p></o:p></FONT></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><SPAN style="FONT-FAMILY: Arial"><FONT size=3>We monitor the number and nature of complaints we receive to track trends and spot areas of concern that may require special attention. This ongoing process will enable us to ensure prompt, corrective action whenever we determine that security-screening policies need modification or specific employees or screener teams are the subjects of repeated complaints.<o:p></o:p></FONT></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><SPAN style="FONT-FAMILY: Arial"><FONT size=3> <o:p></o:p></FONT></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><SPAN style="FONT-FAMILY: Arial"><FONT size=3>We appreciate your taking the time to share your thoughts and concerns with us. </FONT></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><SPAN style="FONT-FAMILY: Arial"><FONT size=3> <o:p></o:p></FONT></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><SPAN style="FONT-FAMILY: Arial"><FONT size=3> <o:p></o:p></FONT></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT size=3><?xml:namespace prefix = st1 ns = "urn:schemas-microsoftcom:office:smarttags" /><st1:place w:st="on"><st1:PlaceName w:st="on"><SPAN style="FONT-FAMILY: Arial">TSA</SPAN></st1:PlaceName><SPAN style="FONT-FAMILY: Arial"> <st1:PlaceName w:st="on">Contact</st1:PlaceName> <st1:PlaceType w:st="on">Center</st1:PlaceType></SPAN></st1:place><SPAN style="FONT-FAMILY: Arial"><o:p></o:p></SPAN></FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><SPAN style="FONT-FAMILY: Arial"><o:p><FONT size=3> </FONT></o:p></SPAN></P> <P></FONT></FONT></FONT></FONT> </P></FONT></FONT></FONT></FONT></DIV> <DIV STYLE="font-family: Arial;color: #000000;"></DIV> </FONT><BR><br><br><DIV>--- Original Message ---<BR>From: ><BR>Received: 7/31/2008 12:11:58 PM Eastern Standard Time (GMT - 4:00 )<BR>To: "TSA Contact Center" <[email protected]><BR>Subject: luggage search<BR><BR><BASE href="file://C:\Program Files\Common Files\Microsoft Shared\Stationery\"> <STYLE> BODY { font-family: Arial; font-size: 10pt; color: 000000; background-position: top left; background-repeat: no-repeat; } </STYLE> <META content="MSHTML 6.00.6000.16674" name=GENERATOR> <DIV>I recently traveled from Oklahoma City to Phoenix through Will Rogers Airport. As I travel for business I am a frequent flyer and have had TSA look into my checked luggage many many times. Before, the agents have always respected my belongings and without
(b) (6)
seeing the TSA notice, I would never have known my luggage was opened.</DIV> <DIV> </DIV> <DIV>This past trip however was a completely different story. My toiletries were dumped out of my toiletry bag, a letter was removed from an envelope, my curlers were dumped out of the bag they were in, and my clothes were literally tossed. I felt so violated, as though someone had come into my home and rummaged through my bureau drawers.</DIV> <DIV> </DIV> <DIV>It occurred to me at that point that there is no individual accountability for the agent who inspected my luggage. I am therefore suggesting that you initiate a method similar to that for clothing. We have all found the "Inspected by No. 34" in the pocket of our new jeans. TSA should issue each agent a stamp and they should be required to stamp the TSA Notice of Baggage Inspection so that should an agent require additional training about respecting the belongings of those of us whom you are protecting, the supervisor can be notified and the remediation can take place. This will have the added benefit of encouraging the agents to be more respectful because their number is on the TSA Notice.</DIV> <DIV> </DIV> <DIV>Sincerely,</DIV> <DIV> </DIV> <DIV>(b) (6) </DIV> <DIV> </DIV> <DIV> </DIV></DIV><BR><BR>------ TCC Control Number: ------<BR><<#224903-309339#>></body></html> END RECORD
CONTACT RECORD
EID: 50737712 Contact Type: Contact Date: 2008-04-26 21:42:39 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2008-04-26 11:00:39 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Items missing from checked bag@(OKC & camera charger). NOI was in bag. Body: Agent Notes: Provided Lost and Found information to caller and offered claim form on website. Provided Lost and Found information to caller and offered claim form on website. Follow Up: To TSOC Date: From TSOC Date: Last Updated By: Last Update Date: Opening Agent: Opened Date: 4/26/2008 9:42:39 PM Linked Event IDs:
(b) (6)
Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, FLL Ft Lauderdale, FL, USA - Ft Lauderdale/Hollywood Intl Apt, Airline: American Airlines -¬American Airlines -¬, Subject Category: Claim Form Requests - Missing items from Checked Baggage - Claim Form Requests - Missing items from Checked Baggage Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 50739660 Contact Type: Contact Date: 2008-04-28 17:45:13 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2008-04-28 00:00:00 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Caller said that the cap on the medicine was not put back on the bottle properly and the medicine was all over the bag. Body: Agent Notes: Advised caller we would note the issue and that the call would be documented. Advised caller we would note the issue and that the call would be documented. There was a notice of baggage inspection. Follow Up: To TSOC Date: From TSOC Date: Last Updated By: Last Update Date: Opening Agent: Opened Date: 4/28/2008 5:45:13 PM Linked Event IDs:
(b) (6)
(b) (6)
Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, Airline: US Airways (1990s-2000s)US Airways (1990s-2000s), Subject Category: Mishandling of Passengers Property - Disarrayed Carry-on/Checked Baggage - Mishandling of Passengers Property Disarrayed Carry-on/Checked Baggage Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 50750666 Contact Type: Contact Date: 2008-05-06 21:50:29 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2008-05-06 21:50:29 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Caller says that items were missing from his checked bag. Body: Agent Notes: Provided Lost and Found information to caller and SF-95 form on the TSA.gov Provided Lost and Found information to caller and SF-95 form on the TSA.gov Provided Lost and Found information to caller and SF-95 form on the TSA.gov Notice of Inspection was left. Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Opening Agent: Opened Date: 5/6/2008 9:50:29 PM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, Airline: Continental Airlines (present) -¬Continental Airlines (present) -¬, Subject Category: Claim Form Requests - Missing items from Checked Baggage - Claim Form Requests - Missing items from Checked Baggage Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 50754801 Contact Type: Contact Date: 2007-07-18 11:54:24 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2007-07-15 09:00:00 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Caller wanted to report that screener made mess of checked bag and items were not re-packed properly after screening at (OKC). Body: Agent Notes: Advised caller we would note issue, and an FYI will be sent to the CSM at that airport who oversees the screening operation. Offered a claim form. Advised caller we would note issue, and an FYI will be sent to the CSM at that airport who oversees the screening operation. Offered a claim form., Advised caller we would note issue, and an FYI will be sent to the CSM at that airport who oversees the screening operation. Offered a claim form., Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Opening Agent: Opened Date: 7/18/2007 11:54:24 AM Linked Event IDs: Responses: Response Airport: OKCOKC Airline: American Airlines -¬American Airlines -¬, Subject Category: Mishandling of Passengers Property - Disarrayed Carry-on/Checked Baggage - Mishandling of Passengers Property Disarrayed Carry-on/Checked Baggage Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 50759107 Contact Type: Contact Date: Medium: EMAIL Contact Status: CLOSED Incident Date: Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: (b) (6) Subject: Body: THIS GENERATED EMAIL HAS BEEN SENT FROM TSA INTERNET CONTACT US-CUSTOMER SERVICE Remote Client IP: (b) (6) System Time: 7/16/2007 11:27:24 PM __________________________________________ User Name:
(b) (6)
User Email:
(b) (6)
__________________________________________ To: [email protected] Category: Compliment Message: I am so upset. I want to file an official complaint about the OKC Will Rogers World Airport TSA employees. I understand the need to occasionally go through bags that are checked. But I had two guests fly into OKC, OK for an Arbonne Convention (Skin Care/Beauty). Upon leaving, one early Sunday, 7/15 and one around noon on Monday, 7/16 (both flying on United Airlines) their checked luggage was not only "checked" it was ramsacked. They had slit the zip loc bags that held samples of our sea salt scrubs, lotions, shampoos, shower gels, cleansers etc. Totally defeating the purpose of putting liquids/creams in a bag for extra protection. Not only did they demolish bags that are easily accessible they opened lids of products and ruthlessly did not screw them back on. Both of my friends arrived at their destinations with not only very expense products ruined, which are basically the tools of our trade, it ruined everything in the bag books bought at the convention, notes, product catalogs, souvenirs, clothes, even a bible! I feel like our government employees have totally crossed the line here. They are to make us feel safer not afraid for what happens to us at the airport. If we are NOT to take liquids in our checked lugguage then we need to be told. I'd like to know who is responsible for the destruction? I'll also be calling to see if there is someone I can speak with. I am really upset. Thank you very much for any guidance you can give.
(b) (6)
__________________________________________ Date and Time of message: 7/16/2007 11:27:24 PM Agent Notes: Consumer Complaint BCC CSM-No Airport Provided Consumer Complaint BCC CSM-No Airport Provided, BCC(b) (6)
(b) (6)
Follow Up: To TSOC Date: From TSOC Date:
Last Updated By: Last Update Date: Opening Agent: Opened Date: 7/17/2007 1:43:55 PM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, Airline: Subject Category: Discourteous- Rude Employee - Discourteous- Rude Employee Interaction Type: COMPLAINT Response Email: From: Prior Vendor To:(b) (6) Subject: Re: Customer Service Feedback <<#110403-171567#>> Body: <html><HEAD><STYLE>p {margin-bottom: 0; margin-top: 0;}</STYLE></HEAD><body><FONT SIZE="2"> <DIV STYLE="font-family: Arial;color: #000000;"><FONT size=3><FONT size=3><FONT size=3><FONT size=3><FONT size=3><FONT size=3> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif">Thank you for your email message. We are sorry you were unhappy with your recent travel experience.</FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif"> <?xml:namespace prefix = o ns = "urn:schemas-microsoft-com:office:office" /><o:p></o:p></FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif">Because your complaint is regarding screening at<SPAN style="mso-spacerun: yes"> OKC</SPAN>, we have forwarded a copy of your email to the Customer Service Manager at that airport. The Customer Service Manager is responsible for ensuring that the screener workforce adheres to TSA principles for professional processing.</FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif"> <o:p></o:p></FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif">We monitor the number and nature of complaints we receive to track trends and spot areas of concern that may require special attention. This ongoing process will enable us to ensure prompt, corrective action whenever we determine that security-screening policies need modification or specific employees or screener teams are the subjects of repeated complaints.</FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif"> <o:p></o:p></FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif">Again, the TSA offers sincere apologies for the discomfort you experienced while traveling and</FONT><SPAN style="FONT-SIZE: 12pt; FONT-FAMILY: Arial; mso-fareast-fontfamily: 'Times New Roman'; mso-ansi-language: EN-US; mso-fareast-language: EN-US; mso-bidi-language: AR-SA"> encourage you to check the latest information at <A href="http://www.tsa.gov/">www.tsa.gov</A>.</SPAN><FONT face=Arial></FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif"> <o:p></o:p></FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif">TSA Contact Center</FONT></P><FONT face="Tahoma, Verdana, Arial" size=2></FONT></FONT></FONT></FONT></FONT></FONT></FONT></DIV> <DIV STYLE="font-family: Arial;color: #000000;"></DIV> </FONT><BR><br><br><DIV>--- Original Message ---<BR>From: < (b) (6) ><BR>Received: 7/17/2007 1:43:55 PM Eastern Standard Time (GMT - 4:00 )<BR>To: "TSA Contact Center" <[email protected]><BR>Subject: Customer Service Feedback<BR><BR> <META content="MS Exchange Server version 6.5.6944.0" name=Generator><!-- Converted from text/plain format --> <P><FONT size=2>THIS GENERATED EMAIL HAS BEEN SENT FROM TSA INTERNET CONTACT US-CUSTOMER SERVICE</FONT> </P> <P><FONT size=2>Remote Client IP: (b) (6) </FONT> <BR><FONT size=2>System Time: 7/16/2007 11:27:24 PM</FONT> <BR><FONT size=2>__________________________________________</FONT> </P> <P><FONT size=2>User Name: </FONT><BR><FONT size=2 (b) (6) /FONT> </P> <P><FONT size=2>User Email: </FONT><BR><FONT size=2 (b) (6) /FONT> <BR><FONT size=2>__________________________________________</FONT> </P> <P><FONT size=2>To:</FONT> <BR><FONT size=2>[email protected]</FONT> </P> <P><FONT size=2>Category: </FONT><BR><FONT size=2>Compliment</FONT> </P> <P><FONT size=2>Message: </FONT><BR><FONT size=2>I am so upset. I want to file an official complaint about the OKC Will Rogers World Airport TSA employees. I understand the need to occasionally go through bags that are checked. But I had two guests fly into OKC, OK for an Arbonne Convention (Skin Care/Beauty). Upon leaving, one early Sunday, 7/15 and one around noon on Monday, 7/16 (both flying on United Airlines) their checked luggage was not only "checked" it was ramsacked. They had slit the zip loc bags that held samples of our sea salt scrubs, lotions, shampoos, shower gels, cleansers etc. Totally defeating the purpose of putting liquids/creams in a bag for extra protection. Not only did they demolish bags that are easily accessible they opened lids of products and ruthlessly did not screw them back on. Both of my friends arrived at their destinations with not only very expense products ruined, which are
(b) (6)
basically the tools of our trade, it ruined everything in the bag - books bought at the convention, notes, product catalogs, souvenirs, clothes, even a bible! I feel like our government employees have totally crossed the line here. They are to make us feel safer not afraid for what happens to us at the airport. If we are NOT to take liquids in our checked lugguage then we need to be told. I'd like to know who is responsible for the destruction? I'll also be calling to see if there is someone I can speak with. I am really upset. Thank you very much for any guidance you can give. (b) (6) </FONT></P> <P><FONT size=2>__________________________________________</FONT> <BR><FONT size=2>Date and Time of message: 7/16/2007 11:27:24 PM</FONT> </P></DIV><BR><BR>------ TCC Control Number: ------<BR><<#110403-171567#>></body></html> END RECORD
CONTACT RECORD
EID: 50766603 Contact Type: Contact Date: 2008-05-19 16:31:29 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2008-05-18 16:31:55 Contact Prefix: Contact First Name: Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Caller asked to be walked thru TSA website for checked baggage complaints (claim forms) Body: Agent Notes: Walked caller through website for claim form. Gave lost and found number. Sent msg to CSM. Walked caller through website for claim form. Gave lost and found number. Sent msg to CSM. The following information has been received by the TSA Contact Center and it is being forwarded to you for your review and/or follow-up. Please reply by email, to the TCC Customer Service Representative sending this message, with the actions taken to resolve this consumers' issue.
(b) (6)
(b) (6)
Brief Description: (b) (6) stated that she had several items missing and mishandled. I walked the caller thru the website for the claim forms and apologized to her for the terrible inconvenience. Please contact her in regards to her further concerns about the way that TSA re-packed her bag. Thank you for your future assistance.
Date of Incident: 5/18/08 Customer Name: (b) (6) Customer Contact Information: (b) (6) Airport: OKC Airline: American Flight#: 1675 Terminal/Gate: N/A (Caller unsure) Check In/Incident Time: 7:45 am Checked Baggage: 1 Baggage Tag Number: AA- 599622 or 4001599622 Event ID #: 300195843080519
Follow Up: To TSOC Date: From TSOC Date: Last Updated By: Last Update Date: Opening Agent: Opened Date: 5/19/2008 4:31:29 PM Linked Event IDs:
(b) (6)
Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, DFW Dallas/Ft Worth, TX, USA - Dallas Ft Worth International, Airline: American Airlines -¬American Airlines -¬, Subject Category: Claim Form Requests-Website - Claim Form Requests-Website Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 50782952 Contact Type: Contact Date: 2007-08-22 21:14:19 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2007-08-22 21:14:19 Contact Prefix: (b) (6) Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: (b) (6) Contact Address 2: Contact City: (b) (6) Contact State:(b) (6) Contact Zip: (b) (6) Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Items missing from checked bag @ OKC Body: Agent Notes: Provided Lost and Found information to caller and SF-95 form mailed on 8/25/2007 Provided Lost and Found information to caller and SF-95 form mailed on 8/25/2007 Luggage was delayed. Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Opening Agent: Opened Date: 8/22/2007 9:14:19 PM Linked Event IDs: Responses: Response Airport: OKCOKC,Oklahoma City, OK, USA - Will Rogers World Airport, Airline: Subject Category: Claim Form Requests - Missing items from Checked Baggage - Claim Form Requests - Missing items from Checked Baggage Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 50783277 Contact Type: Contact Date: 2009-01-09 12:25:08 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2009-01-09 12:25:08 Contact Prefix: Contact First Name:(b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Caller inquired about the screening of his checked luggage, Body: Agent Notes: Sent CSM to CSM for follow up. Sent CSM to CSM for follow up. Caller stated everytime he travels his checked luggage is inspected with a NOI inside. Caller stated this time some of his items were not repacked in the manner he packed them and some clothing was wrinkled. Caller was provided with the various reasons why his checked luggage would have been inspected but requested to speak with a manager to specifically find out why his luggage was pulled for that day. As a result, a CSM was submitted.
(b) (6)
The following information has been received by the TSA Contact Center and it is being forwarded to you for your review and/or follow-up. Please reply by email, to the TCC Customer Service Representative sending this message, with the actions taken to resolve this consumers' issue. Brief Description:(b) (6) stated when he arrived home he opened his checked luggage to find a NOI inside and his luggage repacked incorrectly. (b) (6) stated nothing was damaged or missing but he was curious to know why his luggage was inspected because every time he travels he often received a NOI inside. Mr. Ortega has requested to speak with a manager about the inspection process and know specifically why his luggage was opened. Date of Incident: 1/6/2008 Customer Name: (b) (6) Customer Contact Information: / Cell Phone Airport: OKC Airline: Continental Airlines Flight#: 605 Terminal/Gate: N/A Check In/Incident Time: 6:30 am Carry On or Checked Baggage: Checked Luggage Baggage Tag Number: N/A Event ID #: 300113679790109
(b) (6)
Follow Up: To TSOC Date: From TSOC Date: Last Updated By: Last Update Date: Opening Agent: Opened Date: 1/9/2009 12:25:08 PM Linked Event IDs:
(b) (6)
Responses: Response Airport: OKCOKC,Oklahoma City, OK, USA - Will Rogers World Airport, Airline: Continental Airlines (present) -¬Continental Airlines (present) -¬, Subject Category: Secondary Screening - General - Secondary Screening - General
Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 50786136 Contact Type: Contact Date: 2007-08-04 11:57:34 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2007-07-29 09:00:00 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Items were missing from checked bag @ (OKC & $10.00 in coins and her TSA lock) Body: Agent Notes: Gave web address to down load claim form. Gave web address to down load claim form.Provided caller with information on the claims process, and SF-95 mailed on (Date), Provided caller with information on the claims process, and SF-95 mailed on (Date), Caller stated there was no NOI inside of luaggage. Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Opening Agent: Opened Date: 8/4/2007 11:57:34 AM Linked Event IDs: Responses: Response Airport: OKCOKC Airline: ChampionChampionChalk's International Airlines, Subject Category: Claim Form Requests-Checked Bag - Claim Form Requests-Checked Bag Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 50786148 Contact Type: Contact Date: 2007-08-05 20:21:51 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2007-08-04 15:21:51 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Caller wanted to report unprofessional behavior (I.E. rude yelling, cursing, abuse of power, perception,screener/employee refuses to answer questionsGǪ) displayed by TSA employee at: (OKC), Body: Agent Notes: Apologized to the caller and advised that a message will be sent to CSM. Apologized to the caller and advised that a message will be sent to CSM., Apologized to the caller and advised that a message will be sent to CSM., Brief Description:(b) (6) called on behalf of her 17-year-old daughter. While going through the general security checkpoint her daughter set off the metal detector. A security officer informed the customer that she was randomly selected to do an extensive search. A woman then took her into a room where the she was asked questions and her bag was searched. While in the room the security officer told the customer to take her bra off or raise her shirt so the officer can check to see if the back of her bra is setting off the alarm. Later, the security officer rolls down her jeans to check her buttons revealing her pubic hair. The customer was kept in screening for over an hour. (b) (6) is very troubled by this incident and would like someone to contact her in reference to this incident as soon as possible. Date of Incident: 8/4/2007 Customer Name: (b) (6) Customer Contact Information (phone number or email address) (b) (6) Airport: OKC Airline: Jet Express Flight#: not given Terminal/Gate: not given Check In/Incident Time: 3:20PM Carry On or Checked Baggage: -TCRS #: 96072182312581
(b) (6)
Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Opening Agent: Opened Date: 8/5/2007 8:21:51 PM Linked Event IDs: Responses: Response Airport: OKCOKC,Oklahoma City, OK, USA - Will Rogers World Airport, Airline: Jet ExpressJet Express, Subject Category: Discourteous- Rude Employee - Discourteous- Rude Employee Interaction Type: COMPLAINT Response Email:
END RECORD
CONTACT RECORD
EID: 50787048 Contact Type: Contact Date: 2007-08-03 10:34:12 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2007-08-03 10:34:12 Contact Prefix: Contact First Name: Refused Contact Middle Initial: Contact Last Name: Refused Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Caller was attempting to bring prohibited items through the checkpoint and said that a TSO employee named (b) (6) was rude and escorted her to the back of the line for no reason. Body: Agent Notes: Apologized to the caller and advised that a message will be recorded. Apologized to the caller and advised that a message will be recorded.Apologized to the caller and advised that a message will be sent to CSM., Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Opening Agent: Opened Date: 8/3/2007 10:34:12 AM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, Airline: Subject Category: Discourteous- Rude Employee - Discourteous- Rude Employee Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 50788276 Contact Type: Contact Date: Medium: EMAIL Contact Status: CLOSED Incident Date: Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: (b) (6) Subject: Body: -----Original Message----From: (b) (6) Sent: Wednesday, July 18, 2007 1:55 PM To: OCR-externalcompliance, tsa Subject: Customer Service Feedback THIS GENERATED EMAIL HAS BEEN SENT FROM TSA INTERNET CONTACT US-CUSTOMER SERVICE Remote Client IP: (b) (6) System Time: 7/18/2007 1:54:36 PM __________________________________________ User Name: Dallas Powell User Email:
(b) (6)
__________________________________________ To: [email protected] Category: Complaints Sub Category: Civil Rights Message: Back in November 2006, I was travelling on official duty in my Army "dress green" uniform, as an escort officer for a deceased soldier, who was a friend. After I had just supervised being loaded onto the plane in OKC, I was subjected to a humiliating search at the security checkpoint, even though I politely explained my mission to the TSA agent. Of the more than 200 passengers at the checkpoint at that moment, I was the only one singled out for "special screening," even though I was also the only one travelling in full military uniform,
under official military orders, performing my duties in escorting the body of a fallen comrade. The treatment I was forced to endure was absolutely inexcusable. I had to remove my shoes, my coat, my belt, and my shirt in plain view of the entire crowd and when I questioned the agent, she quite rudely responded that she would summon her supervisor. The supervisor then dropped my laptop computer case on the floor (without even attempting an apology), and continued aimlessly in her futile search of a uniformed soldier for anything suspicious. I am now deployed to Kuwait, and was subjected to other, equally useless searches at ATL upon my departure. There is no logical reason whatsoever that any soldier departing his home to defend his country should have to take off his combat boots to be scanned for bombs, period. Or anything else, for that matter. In the future, please give soldiers -- especially those of us travelling in uniform -- some respect, courtesy, and the right to travel without our rights being outrageously violated. Is it bad enough that we have to leave family and friends for months on end, enduring the worst kinds of conditions to ensure that our country's freedoms are protected? There should be a special line for us, where we don't have to disrobe in front of hundreds of strangers or otherwise be publicly embarassed. We are, after all, defending your right to perform your job, however incompetently you may decide to carry it out. Give us a break for once. Sincerely,
(b) (6)
Major, U.S. Army Camp Arifjan, Kuwait __________________________________________ Date and Time of message: 7/18/2007 1:54:36 PM Agent Notes: Consumer Complaint BCC/CSM Response Consumer Complaint BCC/CSM Response, bcc/
(b) (6)
Follow Up: To TSOC Date: From TSOC Date: Last Updated By: Last Update Date: Opening Agent: Opened Date: 7/30/2007 8:34:06 AM Linked Event IDs:
(b) (6)
(b) (6)
Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, ATL Atlanta, GA, USA - Hartsfield International, Airline: Subject Category: Discourteous- Rude Employee - Discourteous- Rude Employee Interaction Type: COMPLAINT Response Email: From: Prior Vendor To:(b) (6) Subject: Re: Customer Service Feedback <<#114246-176072#>> Body: <html><HEAD><STYLE>p {margin-bottom: 0; margin-top: 0;}</STYLE></HEAD><body><HTML><HEAD><STYLE>p {margin-bottom: 0; margin-top: 0;}</STYLE></HEAD><body><FONT SIZE="2"> <DIV STYLE="font-family: Arial;color: #000000;"><FONT size=3><FONT size=3><FONT size=3><FONT size=3><FONT size=3><FONT size=3> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif">Thank you for your email message. We are sorry you were unhappy with your recent travel experience.</FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif"> <?xml:namespace prefix = o ns = "urn:schemas-microsoft-com:office:office" /><o:p></o:p></FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif">Because your complaint is regarding
screening at<SPAN style="mso-spacerun: yes"> OKC and Atlanta</SPAN>, we have forwarded a copy of your email to the Customer Service Manager at that airport. The Customer Service Manager is responsible for ensuring that the screener workforce adheres to TSA principles for professional processing.</FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif"> <o:p></o:p></FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif">We monitor the number and nature of complaints we receive to track trends and spot areas of concern that may require special attention. This ongoing process will enable us to ensure prompt, corrective action whenever we determine that security-screening policies need modification or specific employees or screener teams are the subjects of repeated complaints.</FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif"> <o:p></o:p></FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif">Again, the TSA offers sincere apologies for the discomfort you experienced while traveling and</FONT><SPAN style="FONT-SIZE: 12pt; FONT-FAMILY: Arial; mso-fareast-fontfamily: 'Times New Roman'; mso-ansi-language: EN-US; mso-fareast-language: EN-US; mso-bidi-language: AR-SA"> encourage you to check the latest information at <A href="http://www.tsa.gov/">www.tsa.gov</A>.</SPAN><FONT face=Arial></FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif"> <o:p></o:p></FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif">TSA Contact Center</FONT></P><FONT face="Tahoma, Verdana, Arial" size=2></FONT></FONT></FONT></FONT></FONT></FONT></FONT></DIV> <DIV STYLE="font-family: Arial;color: #000000;">-----Original Message-----<BR>From: <BR>Sent: Wednesday, July 18, 2007 1:55 PM<BR>To: OCR-externalcompliance, tsa<BR>Subject: Customer Service Feedback<BR><BR>THIS GENERATED EMAIL HAS BEEN SENT FROM TSA INTERNET CONTACT USCUSTOMER<BR>SERVICE<BR><BR>Remote Client IP: (b) (6) <BR>System Time: 7/18/2007 1:54:36 PM<BR>__________________________________________<BR><BR>User Name: <BR>(b) (6) <BR><BR>User Email: <BR>(b) (6) <BR>__________________________________________<BR><BR>To:<BR>[email protected]<BR><BR>Category: <BR>Complaints<BR><BR>Sub Category: <BR>Civil Rights<BR><BR>Message: <BR>Back in November 2006, I was travelling on official duty in my Army<BR>"dress green" uniform, as an escort officer for a deceased soldier, who<BR>was a friend. After I had just supervised being loaded onto the plane<BR>in OKC, I was subjected to a humiliating search at the security<BR>checkpoint, even though I politely explained my mission to the TSA<BR>agent. Of the more than 200 passengers at the checkpoint at that<BR>moment, I was the only one singled out for "special screening," even<BR>though I was also the only one travelling in full military uniform,<BR>under official military orders, performing my duties in escorting the<BR>body of a fallen comrade. The treatment I was forced to endure was<BR>absolutely inexcusable. I had to remove my shoes, my coat, my belt, and<BR>my shirt in plain view of the entire crowd and when I questioned the<BR>agent, she quite rudely responded that she would summon her supervisor.<BR>The supervisor then dropped my laptop computer case on the floor<BR>(without even attempting an apology), and continued aimlessly in her<BR>futile search of a uniformed soldier for anything suspicious.<BR><BR>I am now deployed to Kuwait, and was subjected to other, equally useless<BR>searches at ATL upon my departure. There is no logical reason<BR>whatsoever that any soldier departing his home to defend his country<BR>should have to take off his combat boots to be scanned for bombs,<BR>period. Or anything else, for that matter.<BR><BR>In the future, please give soldiers -- especially those of us travelling<BR>in uniform -- some respect, courtesy, and the right to travel without<BR>our rights being outrageously violated. Is it bad enough that we have<BR>to leave family and friends for months on end, enduring the worst kinds<BR>of conditions to ensure that our country's freedoms are protected?<BR>There should be a special line for us, where we don't have to disrobe in<BR>front of hundreds of strangers or otherwise be publicly embarassed. We<BR>are, after all, defending your right to perform your job, however<BR>incompetently you may decide to carry it out. Give us a break for once.<BR><BR>Sincerely,<BR (b) (6) BR>Major, U.S. Army<BR>Camp Arifjan, Kuwait<BR><BR>__________________________________________<BR>Date and Time of message: 7/18/2007 1:54:36 PM</DIV></FONT><BR><BR>------ TCC Control Number: ------<BR><<#114246-176072#>></BODY></HTML></body></html> END RECORD
(b) (6)
(b) (6)
CONTACT RECORD
EID: 50790899 Contact Type: Contact Date: Medium: EMAIL Contact Status: CLOSED Incident Date: Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: (b) (6) Subject: ISSUE, OKC airport Body: Dear Sirs: First let me tell you that I greatly appreciate the service you are providing to keep our sky's safe. I do have a negative comment I wish to pass on to your attention. I recently traveled from OKC to SMF on express jet (may5,2008 flt 002 2:45pm) I checked one bag. A large suitcase with clothes and another smaller suitcase inside containing my laptop. The bag was inspected and the computer was removed. When the computer was returned to the bag it was not put back properly into the padding leaving it vulnerable to damage. I packed the laptop in my checked luggage to make the passenger screening process go easier for all but if I cannot depend on the packing to remain in place I will have to reconsider my options. Keep up the good work but please but things back AS YOU FOUND THEM!!! VR
(b) (6)
Agent Notes: Claim Request Claim Request, Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Opening Agent: Opened Date: 5/7/2008 11:26:10 AM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, Airline: Subject Category: Claim Form Requests-Checked Bag - Claim Form Requests-Checked Bag Interaction Type: COMPLAINT Response Email: From: Prior Vendor To: (b) (6) Subject: Re: OKC airport <<#195097-274113#>> Body: <html><HEAD><STYLE>p {margin-bottom: 0; margin-top: 0;}</STYLE></HEAD><body><FONT SIZE="2">
<DIV STYLE="font-family: Arial;color: #000000;"></DIV> <DIV STYLE="font-family: Arial;color: #000000;"><FONT size=3><FONT size=3><FONT size=3><FONT size=3><FONT size=3><FONT size=3><FONT size=3><FONT size=3> <P class=MsoNormal style="MARGIN: 0in 0in 0pt; mso-layout-grid-align: none"><SPAN style="FONT-SIZE: 11pt; mso-bidi-font-size: 10.0pt"><FONT face="Arial, Helvetica, sans-serif" size=3>Thank you for your e-mail message.<SPAN style="mso-spacerun: yes"> </SPAN></FONT></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt; mso-layout-grid-align: none"><SPAN style="FONT-SIZE: 11pt; FONT-FAMILY: Fixedsys; mso-bidi-font-size: 9.0pt; mso-bidi-font-family: Fixedsys"><FONT face="Arial, Helvetica, sans-serif"><FONT size=3> </FONT></FONT></SPAN><SPAN style="FONT-SIZE: 11pt; FONT-FAMILY: Fixedsys; mso-bidi-font-size: 9.0pt; mso-bidifont-family: Fixedsys"><FONT face="Arial, Helvetica, sans-serif"><FONT size=3> <?xml:namespace prefix = o ns = "urn:schemasmicrosoft-com:office:office" /><o:p></o:p></FONT></FONT></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt; mso-layout-grid-align: none"><SPAN style="FONT-SIZE: 11pt; FONT-FAMILY: Fixedsys; mso-bidi-font-size: 9.0pt; mso-bidi-font-family: Fixedsys"><FONT face="Arial, Helvetica, sans-serif"><FONT size=3>The Transportation Security Administration (TSA) is responsible for reviewing all claims relating to the screening of passengers and their baggage.<SPAN style="mso-spacerun: yes"> </SPAN>In order to protect your rights under federal law and to file a valid claim, you must send your claim in writing to TSA, stating the circumstances of the loss and the exact amount you are claiming (fair market value of lost or destroyed property, reasonable cost of repair for damaged property), within two years after your claim accrued.<SPAN style="mso-spacerun: yes"> </SPAN>The claim must be signed by you or your authorized representative (e.g., an attorney or other personal representative with appropriate proof of authority).<SPAN style="mso-spacerun: yes"> </SPAN><o:p></o:p></FONT></FONT></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt; mso-layout-grid-align: none"><SPAN style="FONT-SIZE: 11pt; FONT-FAMILY: Fixedsys; mso-bidi-font-size: 9.0pt; mso-bidi-font-family: Fixedsys"><FONT face="Arial, Helvetica, sans-serif"><FONT size=3> <o:p></o:p></FONT></FONT></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt; mso-layout-grid-align: none"><SPAN style="FONT-SIZE: 11pt; FONT-FAMILY: Fixedsys; mso-bidi-font-size: 9.0pt; mso-bidi-font-family: Fixedsys"><FONT face="Arial, Helvetica, sans-serif"><FONT size=3>You can satisfy the notice requirement by filling out the attached Standard Form 95 (claim form) in accordance with the instructions, and returning it to the address in box #1.<SPAN style="mso-spacerun: yes"> </SPAN>Please be sure to follow the instructions carefully, and to fill out the claim form completely.<SPAN style="mso-spacerun: yes"> </SPAN>While use of the form is not mandatory, it will help you ensure that you meet the legal requirements for filing a claim.<SPAN style="mso-spacerun: yes"> </SPAN><o:p></o:p></FONT></FONT></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt; mso-layout-grid-align: none"><SPAN style="FONT-SIZE: 11pt; FONT-FAMILY: Fixedsys; mso-bidi-font-size: 9.0pt; mso-bidi-font-family: Fixedsys"><FONT face="Arial, Helvetica, sans-serif"><FONT size=3> <o:p></o:p></FONT></FONT></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt; mso-layout-grid-align: none"><SPAN style="FONT-SIZE: 11pt; FONT-FAMILY: Fixedsys; mso-bidi-font-size: 9.0pt; mso-bidi-font-family: Fixedsys"><FONT face="Arial, Helvetica, sans-serif"><FONT size=3>Once the Claims Management Office has received your claim form, you will be sent a letter of acknowledgement and a claim number.<SPAN style="mso-spacerun: yes"> </SPAN>You should keep the claim number for future reference when inquiring about your claim.<SPAN style="mso-spacerun: yes"> </SPAN>TSA will try to resolve your claim as quickly as possible, but it may need time to make a further investigation of the facts.<SPAN style="mso-spacerun: yes"> </SPAN>If TSA denies your claim, or has not finally resolved it within six months after you have filed it, you may have a right to bring your claim to court.<SPAN style="msospacerun: yes"> </SPAN><o:p></o:p></FONT></FONT></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt; mso-layout-grid-align: none"><SPAN style="FONT-SIZE: 11pt; FONT-FAMILY: Fixedsys; mso-bidi-font-size: 9.0pt; mso-bidi-font-family: Fixedsys"><FONT face="Arial, Helvetica, sans-serif"><FONT size=3> <o:p></o:p></FONT></FONT></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt; mso-layout-grid-align: none"><SPAN style="FONT-SIZE: 11pt; FONT-FAMILY: Fixedsys; mso-bidi-font-size: 9.0pt; mso-bidi-font-family: Fixedsys"><FONT face="Arial, Helvetica, sans-serif"><FONT size=3>Please visit TSAGÇÖs Claims Management OfficeGÇÖs website at </FONT><A title=blocked::https://claims.tsa.dhs.gov/ href="https://claims.tsa.dhs.gov/"><FONT size=3>https://claims.tsa.dhs.gov</FONT></A></FONT><FONT face="Arial, Helvetica, sansserif"><FONT size=3> for information related to filing a claim, checking the status of a claim and other claim related issues.<o:p></o:p></FONT></FONT></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt; mso-layout-grid-align: none"><SPAN style="FONT-SIZE: 11pt; FONT-FAMILY: Fixedsys; mso-bidi-font-size: 9.0pt; mso-bidi-font-family: Fixedsys"><FONT face="Arial, Helvetica, sans-serif"><FONT size=3> <o:p></o:p></FONT></FONT></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt; mso-layout-grid-align: none"><SPAN style="FONT-SIZE: 11pt; FONT-FAMILY: Fixedsys; mso-bidi-font-size: 9.0pt; mso-bidi-font-family: Fixedsys"><FONT face="Arial, Helvetica, sans-serif" size=3>We hope that this provides you with all of the information you need. If you have additional questions related to the claims process, please contact the Claims Management Office at </FONT><A href="mailto:[email protected]"><SPAN style="COLOR: windowtext"><FONT face="Arial, Helvetica, sans-serif" size=3>[email protected]</FONT></SPAN></A><FONT face="Arial, Helvetica, sans-serif" size=3>. </FONT></SPAN><SPAN style="FONT-SIZE: 11pt; mso-bidi-font-size: 12.0pt"><FONT face="Arial, Helvetica, sansserif"><FONT size=3>Please visit our website at <A href="http://www.tsa.gov/">www.tsa.gov</A> for additional information about TSA.<SPAN style="mso-spacerun: yes"> </SPAN>We continue to add new information and encourage you to check the website frequently for updated information.<o:p></o:p></FONT></FONT></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt; mso-layout-grid-align: none"><SPAN style="FONT-SIZE: 11pt; FONT-FAMILY: Fixedsys; mso-bidi-font-size: 9.0pt; mso-bidi-font-family: Fixedsys"><FONT face="Arial, Helvetica, sans-serif"><FONT
size=3> <o:p></o:p></FONT></FONT></SPAN></P><SPAN style="FONT-SIZE: 11pt; FONT-FAMILY: Fixedsys; mso-fareast-fontfamily: 'Times New Roman'; mso-ansi-language: EN-US; mso-fareast-language: EN-US; mso-bidi-language: AR-SA; mso-bidi-font-size: 9.0pt; mso-bidi-font-family: Fixedsys"><FONT face="Arial, Helvetica, sans-serif" size=3>TSA Contact Center</FONT></SPAN></FONT></FONT></FONT></FONT></FONT></FONT></FONT></FONT></DIV> </FONT><BR><br><br><DIV>--- Original Message ---<BR>From: < ><BR>Received: 5/7/2008 11:26:09 AM Eastern Standard Time (GMT - 4:00 )<BR>To: "TSA Contact Center" <[email protected]><BR>Subject: OKC airport<BR><BR> <DIV>Dear Sirs:</DIV> <DIV> </DIV> <DIV>First let me tell you that I greatly appreciate the service you are providing to keep our sky's safe. </DIV> <DIV> </DIV> <DIV>I do have a negative comment I wish to pass on to your attention. I recently traveled from OKC to SMF on express jet (may5,2008 flt 002 2:45pm) I checked one bag. A large suitcase with clothes and another smaller suitcase inside containing my laptop. The bag was inspected and the computer was removed. When the computer was returned to the bag it was not put back properly into the padding leaving it <SPAN style="FONT-SIZE: 12pt; COLOR: black; FONT-FAMILY: 'Comic Sans MS'; msofareast-font-family: 'Times New Roman'; mso-ansi-language: EN-US; mso-fareast-language: EN-US; mso-bidi-language: AR-SA; mso-bidifont-size: 10.0pt; mso-bidi-font-family: 'Times New Roman'"><FONT face="Times New Roman, Times, serif">vulnerable</FONT></SPAN> to damage.</DIV> <DIV> </DIV> <DIV>I packed the laptop in my checked luggage to make the passenger screening process go easier for all but if I cannot depend on the packing to remain in place I will have to reconsider my options.</DIV> <DIV> </DIV> <DIV>Keep up the good work but please but things back AS YOU FOUND THEM!!!</DIV> <DIV> </DIV> <DIV>VR</DIV> <DIV>(b) (6) </DIV> <DIV> </DIV></DIV><BR><BR>------ TCC Control Number: ------<BR><<#195097-274113#>></body></html> END RECORD
(b) (6)
CONTACT RECORD
EID: 50793004 Contact Type: Contact Date: 2008-05-11 18:45:32 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2008-05-11 12:00:32 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Caller wanted to report that screener made mess of carry-on or checked bag and items were not re-packed properly after screening at (OKC). Body: Agent Notes: Advised caller we would note issue, and an FYI will be sent to the CSM at that airport who oversees the screening operation. Offered a claim form. Advised caller we would note issue, and an FYI will be sent to the CSM at that airport who oversees the screening operation. Offered a claim form., The TCC received the following information as an FYI. We are forwarding this information to you for your review. For Your Information: Upon arriving at his destination, (b) (6) discovered that his bags were mishandled by the TSA screener(s) at OKC. In addition to the TSA Notice of Bag Inspection, (b) (6) noticed that his hotel receipt was missing and that the top to his prescription medicine was not properly replaced; resulting is his medicine spilling throughout his bag. is not requesting a call back, but he would like this situation to be properly addressed. (b) (6) Date of Incident: 5-11-08 Customer Name: (b) (6) Customer Contact Information: (b) (6) Airport: OKC Airline: Continental Flight#: 3103 Terminal/Gate: 10 Check In/Incident Time: 12:00 PM Carry On or Checked Baggage: Checked baggage Baggage Tag Number: N/A Event ID #: 300191870880511 Follow Up: To TSOC Date: From TSOC Date: Last Updated By: Last Update Date: Opening Agent: Opened Date: 5/11/2008 6:45:32 PM Linked Event IDs:
(b) (6)
Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, IAH Houston, TX, USA - Houston Intercontinental, Airline: Continental Airlines (present) -¬Continental Airlines (present) -¬, Subject Category: Mishandling of Passengers Property - Disarrayed Carry-on/Checked Baggage - Mishandling of Passengers Property Disarrayed Carry-on/Checked Baggage Interaction Type: COMPLAINT
Response Email: END RECORD
CONTACT RECORD
EID: 50802078 Contact Type: Contact Date: Medium: EMAIL Contact Status: CLOSED Incident Date: Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: (b) (6) Subject: ISSUE, Damaging suitcases Body: To whom it may concern.
I travel quite often and am having problems with TSA in Oklahoma City OK and Fairbanks AK with the inspection of my bag. The inspectors are pulling the tab on the zipper off so you have nothing to grab hold of to open the suitcase. I moved tabs from the extra pockets and the expander on one Samsonite soft sided suitcase and after having no more tabs on it I have bought a new suitcase and the same thing is happening on this one. I have used it twice and it is now missing a tab. I am buying quality suitcases not cheap ones so I don't think that is the problem.
I have not filled out the claims paperwork because that won't fix the problem. I am guessing the inspectors are using a pair of pliers and they are pulling the tabs right off the zipper. Any help on addressing these concerns would be appreciated.
Thank you for your time.
(b) (6)
Agent Notes: Consumer Complaint BCC/CSM Response Consumer Complaint BCC/CSM Response, bcc(b) (6) Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Opening Agent: Opened Date: 6/23/2008 4:22:54 PM Linked Event IDs: csm okc
Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, Airline: Subject Category: Mishandling of Passengers Property - Disarrayed Carry-on/Checked Baggage - Mishandling of Passengers Property Disarrayed Carry-on/Checked Baggage Interaction Type: COMPLAINT
Response Email: From: Prior Vendor To:(b) (6) Subject: Re: Damaging suitcases <<#211813-294104#>> Body: <html><HEAD><STYLE>p {margin-bottom: 0; margin-top: 0;}</STYLE></HEAD><body><FONT SIZE="2"> <DIV STYLE="font-family: Arial;color: #000000;"><FONT size=3><FONT size=3><FONT size=3><FONT size=3><FONT size=3><FONT size=3><FONT size=3> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif">Thank you for your email message. We are sorry you were unhappy with your recent travel experience.</FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif"> <?xml:namespace prefix = o ns = "urn:schemas-microsoft-com:office:office" /><o:p></o:p></FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif">Because your complaint is regarding screening at<SPAN style="mso-spacerun: yes"> </SPAN>, we have forwarded a copy of your email to the Customer Service Manager at that airport. The Customer Service Manager is responsible for ensuring that the screener workforce adheres to TSA principles for professional processing.</FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif"> <o:p></o:p></FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif">We monitor the number and nature of complaints we receive to track trends and spot areas of concern that may require special attention. This ongoing process will enable us to ensure prompt, corrective action whenever we determine that security-screening policies need modification or specific employees or screener teams are the subjects of repeated complaints.</FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif"> <o:p></o:p></FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif">Again, the TSA offers sincere apologies for the discomfort you experienced while traveling and</FONT><SPAN style="FONT-SIZE: 12pt; FONT-FAMILY: Arial; mso-fareast-fontfamily: 'Times New Roman'; mso-ansi-language: EN-US; mso-fareast-language: EN-US; mso-bidi-language: AR-SA"> encourage you to check the latest information at <A href="http://www.tsa.gov/">www.tsa.gov</A>.</SPAN><FONT face=Arial></FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif"> <o:p></o:p></FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif">TSA Contact Center</FONT></P><FONT face="Tahoma, Verdana, Arial" size=2></FONT></FONT></FONT></FONT></FONT></FONT></FONT></FONT></DIV> <DIV STYLE="font-family: Arial;color: #000000;"></DIV> </FONT><BR><br><br><DIV>--- Original Message ---<BR>From: "(b) (6) < gt;<BR>Received: 6/23/2008 4:22:54 PM Eastern Standard Time (GMT - 4:00 )<BR>To: "TSA Contact Center" <[email protected]><BR>Subject: Damaging suitcases<BR><BR> <META content="Microsoft Word 12 (filtered medium)" name=Generator> <STYLE> <!-/* Font Definitions */ @font-face {font-family:Calibri; panose-1:2 15 5 2 2 2 4 3 2 4;} /* Style Definitions */ p.MsoNormal, li.MsoNormal, div.MsoNormal {margin:0in; margin-bottom:.0001pt; font-size:11.0pt; font-family:"Calibri","sans-serif";} a:link, span.MsoHyperlink {mso-style-priority:99; color:blue; text-decoration:underline;} a:visited, span.MsoHyperlinkFollowed {mso-style-priority:99; color:purple; text-decoration:underline;} span.EmailStyle17 {mso-style-type:personal-compose; font-family:"Calibri","sans-serif"; color:windowtext;} .MsoChpDefault {mso-style-type:export-only;} @page Section1 {size:8.5in 11.0in;
(b) (6)
margin:1.0in 1.0in 1.0in 1.0in;} div.Section1 {page:Section1;} --> </STYLE> <DIV class=Section1> <P class=MsoNormal>To whom it may concern.<?xml:namespace prefix = o ns = "urn:schemas-microsoft-com:office:office" /><o:p></o:p></P> <P class=MsoNormal><o:p> </o:p></P> <P class=MsoNormal>I travel quite often and am having problems with TSA in Oklahoma City OK and Fairbanks AK with the inspection of my bag. The inspectors are pulling the tab on the zipper off so you have nothing to grab hold of to open the suitcase. I moved tabs from the extra pockets and the expander on one Samsonite soft sided suitcase and after having no more tabs on it I have bought a new suitcase and the same thing is happening on this one. I have used it twice and it is now missing a tab. I am buying quality suitcases not cheap ones so I donGÇÖt think that is the problem.<o:p></o:p></P> <P class=MsoNormal><o:p> </o:p></P> <P class=MsoNormal>I have not filled out the claims paperwork because that wonGÇÖt fix the problem. I am guessing the inspectors are using a pair of pliers and they are pulling the tabs right off the zipper. Any help on addressing these concerns would be appreciated. <o:p></o:p></P> <P class=MsoNormal><o:p> </o:p></P> <P class=MsoNormal>Thank you for your time.<o:p></o:p></P> <P class=MsoNormal><o:p> </o:p></P> <P class=MsoNormal>(b) (6) <o:p></o:p></P></DIV></DIV><BR><BR>------ TCC Control Number: ------<BR><<#211813294104#>></body></html> END RECORD
CONTACT RECORD
EID: 50803523 Contact Type: Contact Date: Medium: EMAIL Contact Status: CLOSED Incident Date: Contact Prefix: Contact First Name: Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: (b) (6) Subject: ISSUE, Check point complaint Body: My name i (b) (6) I am a 27 year old single mother who took my son on vacation this week for what was supposed to be a relaxing fun trip for us to spend time together. We traveled from Oklahoma City OK with Southwest Airlines flight 2794 that left at 7:o5pm June 22nd 2008. Around 6:00 or 6:15 my son, (b) (6) who is only 7, and I came threw a check point in front of our gate number 16. I have only traveled once before so i am def. not a pro but i took my flip flops off and my sons shoes as everybody in line in front of me was doing and placed them along with my carry on backpack and purse in a bucket so it could all be ex rayed. When it was our turn my son went thru the metal detector first and then I did and (b) (6) (badge number (b) (6) im pretty sure) asked to see my boarding pass... i smiled and replied Oh Im so sorry i left it in my purse. Well i was immediatly aware I must be an IDIOT because he rolls his eyes and breathes heavily -raising his voice that I am NOT to leave it in my purse. So I attempt to step over to see if my purse is still visable so i could curdiously get it for him. Well I get yelled at again and he physically grabbed my shoulder which hurt b/c i have an open soar on my shoulder... so when i turn and look at him he raises both hands in the air like "im not touching you"... so the heavy set lady sitting on a stool pops off with instant attitude as well and says she has to get my boarding pass and i agree so i stand there and my pass is retrieved from my purse and he sees it and tells me and my son to go on. Well as Im putting my shoes on I realize my orange backpack is nowhere to be found. Everybody is busy and im standing there trying to ask if anybody has seen my backpack because there is probably a thousand dollars worth of electronics such as PSP, MP3, digital camera etc. The nice lady at the end is busy discussing the liquid in another passengers carry on and i didnt want to be rude and interupt so i walk up towards the x-ray lady and pleasantly ask her if she has seen my backpack and i get physically grabbed by (b) (6) again who screams at me that i just couldnt walk up there (im sorry -i didnt know) and he directs me thru the metal detector again and i have no problem complying at all and i guess i walked to fast b/c he threw his hands up in front of my face and chest and yelled to go back threw slowly so i back up and comply but im getting very upset from being pushed around at this time and i still havent found my backpack and my son is getting pushed further away from me by the line of people so i hold my hand out for my son to take as he walks close to me and (b) (6)physically barricades my son from getting to me and told him to stay back! I almost freaked out at this point- my momma bear, baby cub instincts were kicking in. So he lets me walk threw and I finally get my son but still no backpack and i start over asking for it as i was originally trying to do. The heavy lady sitting on the stool looking at the X-rays is yelling "well its not here- maybe its in the lobby- you need to just go on" as shes rolling her eyes, throwing her hands up, and shaking her head as if it was not her problem. I kept telling her i had JUST put it in the bucket five feet from her... she was not nice at all or willing to get up and move around a little to look... she just wanted me gone without my belongings.I honestly feel many passangers belongings could get stolen by TSA employees this way???? Well the very nice lady at the end saw i was crying frantically and ran over to look for me and it said had accidentally gotten stuck by the strap in the machine and she retrieved it for me. I asked why the big lady couldnt have just done that for me instead of try to push me and my son away empty handed. I had already looked at (b) (6) name tag and had his name but as im crying i ask for the big ladys name as well and (b) (6) refused to give me her name. I asked repeatedly stating that i am a conductor for Amtrak so I know this is the reason she wears a name tag and I was refused again. I wanted to walk over and get it myself but i was afraid (b) (6)might barricade me or put his hands on me or my son again. So I was given a comment card and pushed out of the way with no name of the heavy set lady working x-ray by gate 16 in OKC around 6 or 6:15... but my son was very upset- i was confused and crying. I had to hurry and find somewhere to duck to wipe my face- it was HUMILIATING. Even another male passenger going thru the line felt sorry for us and wished us luck. My son seriously thought something was wrong with his mother and was so deeply concerned his eyes teared up. Please write me back with a follow up on how these employees (inclusing (b) (6) were diciplined and i am curious if there is a mandatory class taken annually for TSA employees for customer service b/c this card states we as paying customers should have a customer-friendly experience at the checkpoint and it was no further from the truth. I will follow up and thank U for your time
(b) (6)
(b) (6)
_____ Get the Moviefone Toolbar <http://toolbar.aol.com/moviefone/download.html?ncid=aolcmp00050000000011> . Showtimes, theaters, movie news, & more! Agent Notes: Consumer Complaint BCC/CSM Response Consumer Complaint BCC/CSM Response, BCC OKC SHM/CSQIM (b) (6) at (b) (6) Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Opening Agent: Opened Date: 6/24/2008 12:38:27 PM Linked Event IDs: Responses: Response Airport: OKCOKC,Oklahoma City, OK, USA - Will Rogers World Airport, Airline: Southwest AirlinesSouthwest Airlines, Subject Category: Discourteous- Rude Employee - Discourteous- Rude Employee Interaction Type: COMPLAINT Response Email: From: Prior Vendor To: (b) (6) Subject: Re: Check point complaint <<#212128-294488#>> Body: <html><HEAD><STYLE>p {margin-bottom: 0; margin-top: 0;}</STYLE></HEAD><body><FONT SIZE="2"> <DIV STYLE="font-family: Arial;color: #000000;"><FONT size=3><FONT size=3><FONT size=3><FONT size=3><FONT size=3><FONT size=3><FONT size=3> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif">Thank you for your email message. We are sorry you were unhappy with your recent travel experience.</FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif"> <?xml:namespace prefix = o ns = "urn:schemas-microsoft-com:office:office" /><o:p></o:p></FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif">Because your complaint is regarding screening at<SPAN style="mso-spacerun: yes"> OKC</SPAN>, we have forwarded a copy of your email to the Customer Service Manager at that airport. The Customer Service Manager is responsible for ensuring that the screener workforce adheres to TSA principles for professional processing.</FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif"> <o:p></o:p></FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif">We monitor the number and nature of complaints we receive to track trends and spot areas of concern that may require special attention. This ongoing process will enable us to ensure prompt, corrective action whenever we determine that security-screening policies need modification or specific employees or screener teams are the subjects of repeated complaints.</FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif"> <o:p></o:p></FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif">Again, the TSA offers sincere apologies for the discomfort you experienced while traveling and</FONT><SPAN style="FONT-SIZE: 12pt; FONT-FAMILY: Arial; mso-fareast-fontfamily: 'Times New Roman'; mso-ansi-language: EN-US; mso-fareast-language: EN-US; mso-bidi-language: AR-SA"> encourage you to check the latest information at <A href="http://www.tsa.gov/">www.tsa.gov</A>.</SPAN><FONT face=Arial></FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif"> <o:p></o:p></FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif">TSA Contact Center</FONT></P><FONT face="Tahoma, Verdana, Arial" size=2></FONT></FONT></FONT></FONT></FONT></FONT></FONT></FONT></DIV> <DIV STYLE="font-family: Arial;color: #000000;"></DIV> </FONT><BR><br><br><DIV>--- Original Message ---<BR>From: <(b) (6) ><BR>Received: 6/24/2008 12:38:27 PM Eastern Standard Time (GMT - 4:00 )<BR>To: "TSA Contact Center" <[email protected]><BR>Subject: Check point complaint<BR><BR><B><FONT size=3><BR> My name is(b) (6) I am a 27 year old single mother who took my son on vacation this week for what was supposed to be a relaxing fun trip for us to spend time together. We traveled from Oklahoma City OK with Southwest Airlines flight 2794 that left at 7:o5pm June 22nd 2008. Around 6:00 or 6:15 my son, (b) (6) , who is only 7, and I
came threw a check point in front of our gate number 16. I have only traveled once before so i am def. not a pro but i took my flip flops off and my sons shoes as everybody in line in front of me was doing and placed them along with my carry on backpack and purse in a bucket so it could all be ex rayed. When it was our turn my son went thru the metal detector first and then I did and (b) (6) (badge number (b) (6) im pretty sure) asked to see my boarding pass... i smiled and replied Oh Im so sorry i left it in my purse. Well i was immediatly aware I must be an IDIOT because he rolls his eyes and breathes heavily -raising his voice that I am NOT to leave it in my purse. So I attempt to step over to see if my purse is still visable so i could curdiously get it for him. Well I get yelled at again and he physically grabbed my shoulder which hurt b/c i have an open soar on my shoulder... so when i turn and look at him he raises both hands in the air like "im not touching you"... so the heavy set lady sitting on a stool pops off with instant attitude as well and says she has to get my boarding pass and i agree so i stand there and my pass is retrieved from my purse and he sees it and tells me and my son to go on. Well as Im putting my shoes on I realize my orange backpack is nowhere to be found. Everybody is busy and im standing there trying to ask if anybody has seen my backpack because there is probably a thousand dollars worth of electronics such as PSP, MP3, digital camera etc. The nice lady at the end is busy discussing the liquid in another passengers carry on and i didnt want to be rude and interupt so i walk up towards the x-ray lady and pleasantly ask her if she has seen my backpack and i get physically grabbed by (b) (6)again who screams at me that i just couldnt walk up there (im sorry -i didnt know) and he directs me thru the metal detector again and i have no problem complying at all and i guess i walked to fast b/c he threw his hands up in front of my face and chest and yelled to go back threw slowly so i back up and comply but im getting very upset from being pushed around at this time and i still havent found my backpack and my son is getting pushed further away from me by the line of people so i hold my hand out for my son to take as he walks close to me and (b) (6)physically barricades my son from getting to me and told him to stay back! I almost freaked out at this point- my momma bear, baby cub instincts were kicking in. So he lets me walk threw and I finally get my son but still no backpack and i start over asking for it as i was originally trying to do. The heavy lady sitting on the stool looking at the X-rays is yelling "well its not here- maybe its in the lobby- you need to just go on" as shes rolling her eyes, throwing her hands up, and shaking her head as if it was not her problem. I kept telling her i had JUST put it in the bucket five feet from her... she was not nice at all or willing to get up and move around a little to look... she just wanted me gone without my belongings.I honestly feel many passangers belongings could get stolen by TSA employees this way???? Well the very nice lady at the end saw i was crying frantically and ran over to look for me and it said had accidentally gotten stuck by the strap in the machine and she retrieved it for me. I asked why the big lady couldnt have just done that for me instead of try to push me and my son away empty handed. I had already looked at (b) (6) name tag and had his name but as im crying i ask for the big ladys name as well and (b) (6) refused to give me her name. I asked repeatedly stating that i am a conductor for Amtrak so I know this is the reason she wears a name tag and I was refused again. I wanted to walk over and get it myself but i was afraid (b) (6) might barricade me or put his hands on me or my son again. So I was given a comment card and pushed out of the way with no name of the heavy set lady working x-ray by gate 16 in OKC around 6 or 6:15... but my son was very upset- i was confused and crying. I had to hurry and find somewhere to duck to wipe my face- it was HUMILIATING. Even another male passenger going thru the line felt sorry for us and wished us luck. My son seriously thought something was wrong with his mother and was so deeply concerned his eyes teared up. Please write me back with a follow up on how these employees (inclusing (b) (6) ) were diciplined and i am curious if there is a mandatory class taken annually for TSA employees for customer service b/c this card states we as paying customers should have a customer-friendly experience at the checkpoint and it was no further from the truth. I will follow up and thank U for your time<BR><BR (b) (6) 39325</FONT></B> <DIV><BR></DIV> <DIV class=aol_ad_footer id=u8CAA3BE18A2FCCE-F0C-3C0D><FONT style="FONT: 10pt ARIAL, SAN-SERIF; COLOR: black"> <HR style="MARGIN-TOP: 10px"> <A title=http://toolbar.aol.com/moviefone/download.html?ncid=aolcmp00050000000011 href="http://toolbar.aol.com/moviefone/download.html?ncid=aolcmp00050000000011" target=_blank>Get the Moviefone Toolbar</A>. Showtimes, theaters, movie news, & more!</FONT> </DIV></DIV><BR><BR>------ TCC Control Number: ------<BR><<#212128294488#>></body></html> END RECORD
CONTACT RECORD
EID: 50803996 Contact Type: Contact Date: Medium: EMAIL Contact Status: CLOSED Incident Date: Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: (b) (6) Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: (b) (6) Subject: ISSUE, ISSUE, ISSUE, theft of prescription drugs during bag search Body: On Saturday, 9/27/2008 my mother left Oklahoma City on a Southwest Airlines flight at 11AM local time. The destination of this flight was Kansas City. She changed planes at MCI and continued on to Seattle. One bottle of hydrocodone and one bottle of sleeping pills were stolen from her bag. This likely happened in Oklahoma City. She is in pain from a shoulder injury, and there is no possibility of refilling the prescription here (Seattle). I require that the TSA investigate this matter, and follow up with me with resolution.
---
(b) (6)
IMPORTANT NOTICE: This email (including attachments) is confidential, may be legally privileged, and is intended for the addressee only. Persons other than the addressees are not authorized to access, copy, forward, distribute, disclose or otherwise use this email. Unauthorized access or use of electronic mail is strictly prohibited and may be a criminal offense. If you are not an addressee, please delete all copies of the message and the attachments and immediately contact the sender. Please retain this notice on all copies or distributions of this email by authorized persons Agent Notes: Consumer Complaint BCC/CSM Response Consumer Complaint BCC/CSM Response, General Complaint w/Claim Response, Retrieve Items, BCC OKC SHM/CSQIM (b) (6) Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Opening Agent: Opened Date: 9/29/2008 12:24:54 PM Linked Event IDs: Responses: Response Airport: OKCOKC,Oklahoma City, OK, USA - Will Rogers World Airport, MCI,Kansas City, MO, USA - Kansas City International Airport, SEA Seattle, WA, USA - Seattle Tacoma Intl Airport, Airline: Southwest AirlinesSouthwest Airlines, Subject Category: Claim Form Requests - Missing items from Checked Baggage - Claim Form Requests - Missing items from Checked
Baggage Interaction Type: COMPLAINT Response Email: From: Prior Vendor To: (b) (6) Subject: Re: theft of prescription drugs during bag search <<#244180-332623#>> Body: <html><HEAD><STYLE>p {margin-bottom: 0; margin-top: 0;}</STYLE></HEAD><body><FONT SIZE="2"> <DIV STYLE="font-family: Arial;color: #000000;"><FONT size=3><FONT size=3><FONT size=3><FONT size=3><FONT size=3><FONT size=3><FONT size=3> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif">Thank you for your email message. </FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif"> <?xml:namespace prefix = o ns = "urn:schemas-microsoft-com:office:office" /><o:p></o:p></FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif">We have forwarded a copy of your email to the Customer Service Manager at OKC airport. The Customer Service Manager is responsible for ensuring that the screener workforce adheres to TSA principles for professional processing.</FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><SPAN style="mso-spacerun: yes"></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><SPAN style="FONT-FAMILY: Arial"><FONT size=3>Enhanced security measures require that all checked baggage undergo some form of screening for prohibited items. Physical search of the luggage is required to clear every alarm. TSA screeners should exercise great care during the screening process to ensure that passengers' belongings are returned and not damaged when a bag needs to be opened. Unfortunately, on some occasions the screening process may fall short of our established standard. We apologize if these high standards were not met.</FONT></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><SPAN style="FONT-FAMILY: Arial"><FONT size=3></FONT></SPAN> </P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><SPAN style="FONT-FAMILY: Arial"><FONT size=3><o:p><SPAN style="FONTFAMILY: Arial">Each airport establishes procedures for handling lost and found items.<SPAN style="mso-spacerun: yes"> </SPAN>TSA follows those procedures where they exist.<SPAN style="mso-spacerun: yes"> </SPAN>The airports in those instances are responsible for holding and disposing items under applicable local laws. </SPAN><SPAN style="FONT-FAMILY: Arial">In an airport where no policy exists, found articles are collected, stored, and disposed of under General Services Administration rules.<SPAN style="mso-spacerun: yes"> </SPAN>TSA is unable to identify and return all items, but may be able to locate and return items on a case-by-case basis.<SPAN style="mso-spacerun: yes"> <STRONG> </STRONG></SPAN><STRONG>We suggest you contact the airport (OKC) at which your items were confiscated or lost at 405-6803233.<o:p></o:p></STRONG></SPAN></o:p></FONT></SPAN></P></SPAN> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif"><o:p></o:p></FONT> </P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif">We monitor the number and nature of complaints we receive to track trends and spot areas of concern that may require special attention.<SPAN style="mso-spacerun: yes"> </SPAN>This ongoing process will enable us to ensure prompt, corrective action whenever we determine that security screening policies need modification or specific employees or screener teams are the subject of repeated complaints.</FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif"> <o:p></o:p></FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif">Additionally, the Transportation Security Administration (TSA) is responsible for reviewing all claims relating to the screening of passengers and their baggage.<SPAN style="mso-spacerun: yes"> </SPAN>In order to protect your rights under federal law and to file a valid claim, you must send your claim in writing to TSA, stating the circumstances of the loss and the exact amount you are claiming (fair market value of lost or destroyed property, reasonable cost of repair for damaged property), within two years after your claim accrued.<SPAN style="msospacerun: yes"> </SPAN>The claim must be signed by you or your authorized representative (e.g., an attorney or other personal representative with appropriate proof of authority).<SPAN style="mso-spacerun: yes"> </SPAN></FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif"> <o:p></o:p></FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif">You can satisfy the notice requirement by filling out the attached Standard Form 95 (claim form) in accordance with the instructions, and returning it to the address in box #1.<SPAN style="mso-spacerun: yes"> </SPAN>Please be sure to follow the instructions carefully, and to fill out the claim form completely.<SPAN style="mso-spacerun: yes"> </SPAN>While use of the form is not mandatory, it will help you ensure that you meet the legal requirements for filing a claim.<SPAN style="mso-spacerun: yes"> </SPAN></FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif"> <o:p></o:p></FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif"><SPAN style="FONT-SIZE: 12pt; FONTFAMILY: Arial; mso-fareast-font-family: 'Times New Roman'; mso-ansi-language: EN-US; mso-fareast-language: EN-US; mso-bidilanguage: AR-SA">Please visit TSAGÇÖs Claims Management OfficeGÇÖs website at <A title=blocked::https://claims.tsa.dhs.gov/ href="https://claims.tsa.dhs.gov/"><FONT size=3>https://claims.tsa.dhs.gov</FONT></A><FONT face="Arial, Helvetica, sansserif"><FONT size=3> </FONT></FONT> for information related to filing a claim, replacement forms, checking the status of a claim and other claim related issues.<SPAN style="mso-spacerun: yes"> </SPAN>If you have additional questions that are not addressed on this website, please contact the Claims Management Office at <A href="http://[email protected]/">[email protected]</A>.</SPAN></FONT><FONT face="Arial, Helvetica, sansserif"> </FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif"><o:p></o:p></FONT> </P>
<P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif">Once the Claims Management Office has received your claim form, you will be sent a letter of acknowledgement and a claim number.<SPAN style="mso-spacerun: yes"> </SPAN>You should keep the claim number for future reference when inquiring about your claim.<SPAN style="mso-spacerun: yes"> </SPAN>TSA will try to resolve your claim as quickly as possible, but it may need time to make a further investigation of the facts.<SPAN style="mso-spacerun: yes"> </SPAN>If TSA denies your claim, or has not finally resolved it within six months after you have filed it, you may have a right to bring your claim to court.<SPAN style="mso-spacerun: yes"> </SPAN></FONT> </P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif"><SPAN style="FONT-SIZE: 12pt; FONTFAMILY: Arial; mso-fareast-font-family: 'Times New Roman'; mso-ansi-language: EN-US; mso-fareast-language: EN-US; mso-bidilanguage: AR-SA"></SPAN></FONT><FONT face="Arial, Helvetica, sans-serif"></FONT> </P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif">Again, the TSA offers sincere apologies experienced while traveling and</FONT><SPAN style="FONT-SIZE: 12pt; FONT-FAMILY: Arial; mso-fareast-font-family: 'Times New Roman'; mso-ansi-language: EN-US; mso-fareast-language: EN-US; mso-bidi-language: AR-SA"> encourage you to check the latest information at <A href="http://www.tsa.gov/">www.tsa.gov</A>.</SPAN><FONT face=Arial></FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif"> <o:p></o:p></FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif">TSA Contact Center</FONT></P><FONT face="Tahoma, Verdana, Arial" size=2></FONT></FONT></FONT></FONT></FONT></FONT></FONT></FONT></DIV> <DIV STYLE="font-family: Arial;color: #000000;"></DIV> </FONT><BR><br><br><DIV>--- Original Message ---<BR>From: (b) (6) < (b) (6) ><BR>Received: 9/29/2008 12:24:54 PM Eastern Standard Time (GMT - 4:00 )<BR>To: "TSA Contact Center" <[email protected]><BR>Cc: <(b) (6) ><BR>Subject: theft of prescription drugs during bag search<BR><BR> <META content="MS Exchange Server version 6.5.7651.59" name=Generator><!-- Converted from text/plain format --> <P><FONT size=2>On Saturday, 9/27/2008 my mother left Oklahoma City on a Southwest Airlines flight at 11AM local time. The destination of this flight was Kansas City. She changed planes at MCI and continued on to Seattle.</FONT></P> <P><FONT size=2>One bottle of hydrocodone and one bottle of sleeping pills were stolen from her bag. This likely happened in Oklahoma City. She is in pain from a shoulder injury, and there is no possibility of refilling the prescription here (Seattle).</FONT></P> <P><FONT size=2>I require that the TSA investigate this matter, and follow up with me with resolution.</FONT> </P><BR><BR> <P><FONT size=2>---</FONT> <BR><FONT size=2 </FONT> (b) (6)
(b) (6)
<P><FONT size=2>IMPORTANT NOTICE:</FONT> <BR><FONT size=2>This email (including attachments) is confidential, may be legally privileged, and is intended for the addressee only. Persons other than the addressees are not authorized to access, copy, forward, distribute, disclose or otherwise use this email. Unauthorized access or use of electronic mail is strictly prohibited and may be a criminal offense. If you are not an addressee, please delete all copies of the message and the attachments and immediately contact the sender. Please retain this notice on all copies or distributions of this email by authorized persons.</FONT></P></DIV><BR><BR>------ TCC Control Number: ------<BR><<#244180-332623#>></body></html> END RECORD
CONTACT RECORD
EID: 50805147 Contact Type: Contact Date: 2008-06-26 00:24:11 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2008-06-22 00:24:11 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Items missing from checked bag@ DAL. Caller left DAL 6/22/08 on Southwest to OKC. Caller is missing diamond earrings. There is a NOI. Body: Agent Notes: Provided Lost and Found information to caller and claims website Provided Lost and Found information to caller and claims website Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Opening Agent: Opened Date: 6/26/2008 12:24:11 AM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, DAL Dallas, TX, USA - Love Field, Airline: Southwest AirlinesSouthwest Airlines, Subject Category: Claim Form Requests - Missing items from Checked Baggage - Claim Form Requests - Missing items from Checked Baggage Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 50808882 Contact Type: Contact Date: 2008-06-28 19:56:16 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2008-06-28 13:15:16 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Items missing from checked bag@(ORD & ONE SANDAL). Body: Agent Notes: Provided Lost and Found information to caller and SF-95 form accessed on-line. Provided Lost and Found information to caller and SF-95 form accessed on-line. NOI in bag. Caller does not have receipt. Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Opening Agent: Opened Date: 6/28/2008 7:56:16 PM Linked Event IDs: Responses: Response Airport: OKCOKC,Oklahoma City, OK, USA - Will Rogers World Airport, ORD,Chicago, IL, USA - O'hare International Airport, Airline: American Airlines -¬American Airlines -¬, Subject Category: Claim Form Requests - Missing items from Checked Baggage - Claim Form Requests - Missing items from Checked Baggage Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 50810730 Contact Type: Contact Date: 2008-07-01 13:58:10 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2008-07-01 04:30:00 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Items damaged in checked bag @ OKC - Cologne was not placed back in bag and ruined: makeup, 2 glasses cases, 2 boxes of contacts, cologne, luggage. Body: Agent Notes: Provided caller with information on the claims process, and walked caller thru web for claim forms. Provided caller with information on the claims process, and walked caller thru web for claim forms. 7/1/08 OKC-DFW-LGA NOI was in bag AALA# 265 @ 6am Gate# 6 Bag# AA00648 Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Opening Agent: Opened Date: 7/1/2008 1:58:10 PM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, DFW Dallas/Ft Worth, TX, USA - Dallas Ft Worth International, LGA New York, NY, USA - Laguardia, Airline: American Airlines -¬American Airlines -¬, Subject Category: Claim Form Requests-Checked Bag - Claim Form Requests-Checked Bag Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 50819480 Contact Type: Contact Date: 2008-07-12 09:35:55 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2008-07-11 06:00:55 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: (b) (6) Contact Address 2: Contact City: (b) (6) Contact State: (b) (6) Contact Zip: (b) (6) Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Items missing from checked bag@(OKC & two large signs). NOI was in bag. Body: Agent Notes: Provided Lost and Found information to caller and SF-95 form mailed on 6/14/08 Provided Lost and Found information to caller and SF-95 form mailed on 6/14/08 Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Opening Agent: Opened Date: 7/12/2008 9:35:55 AM Linked Event IDs:
(b) (6)
Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, BOI Boise, ID, USA - Boise Municipal Arpt (Gowen Field), Airline: United Airlines -¬United Airlines -¬, Subject Category: Claim Form Requests - Missing items from Checked Baggage - Claim Form Requests - Missing items from Checked Baggage Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 50827952 Contact Type: Contact Date: Medium: EMAIL Contact Status: CLOSED Incident Date: Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: (b) (6) Subject: ISSUE, TSA Contact Us: Complaints Body: THIS GENERATED EMAIL HAS BEEN SENT FROM TSA INTERNET CONTACT US -----------------------------------------------------------------------------------------------------------Remote Client IP: (b) (6) Date Time: 7/18/2008 5:46:33 PM ------------------------------------------------------------------------------------------------------------
Name: (b) (6) Email:(b) (6) Complaints:Airline Complaints Flight Info (If applicable. Enter Flight#/Airline/Terminal/Airport/Gate/Etc):This happen 7/18/08 at 6:10am at the West Checkpoint, Lane 1. My flight was NWA 5796. Airport OKC Comments:This a Discourteous/Rude Employee Complaint not an Airline Complaint as stated above. It wouldn't let me change it. Here is my complaint, (b) (6) needs customer service training. She made a decision that caused me to miss my flight and start a snowball effect of problems directly related to this. I didn't agree with the decision but respected it. The problem came when she had the opportunity to help me still catch my flight and did nothing and with a terrible attitude. I was very polite and never raised my voice in asking for help and she declined. Has I left to check my bag and out of the sight of (b) (6) I asked another Supervisor, (b) (6) (b) (6) o help and he was more than courteous. He walked me back to the ticket counter and helped get my bag checked quickly and then escorted me to the front of the line at security, rushed me through. (b) (6) was great and very professionally friendly. Because of my ticket I was told again I had to be special screened. Well, that was where I again met with (b) (6) I asked if this was necessary again, knowing I was escorted back and forth by (b) (6) (he walked away after he saw I was about to walk through the metal detector and thanked him) she said no. There was an announcement over the PA system announcing my name and the plane's door would close in two minutes. I informed her and she made sure to take her time with the search resulting in me missing the door closing and missing my flight. Then I went back to get her name and badge number for a complaint. She went and gave me a TSA Customer Complaint Card. I asked (b) (6) to give me her name and badge number. She told me, "she could give me her name but not a badge number because of security reasons." I showed her where it said on the card where I'm to get "name and badge number" she left for a minute, came back and claimed she called her supervisor and they told her she couldn't give her number out. As a result of this episode, not only did I miss my flight but with the changing of flights the airlines lost my luggage. There you go. That was a brief description of what happened. I'm a very frequent traveler and have never been in such a pitiful position with a TSA employee. She really needs to develop people skills. She was rude and not willing to be helpful at all Agent Notes: Consumer Complaint BCC/CSM Response Consumer Complaint BCC/CSM Response, BCC SHM/CSQIM (b) (6)
(b) (6)
Follow Up: To TSOC Date: From TSOC Date: Last Updated By: Last Update Date: Opening Agent: Opened Date: 7/20/2008 10:03:22 AM
(b) (6)
Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, Airline: North West AirlinesNorth West Airlines, Subject Category: Discourteous- Rude Employee - Discourteous- Rude Employee Interaction Type: COMPLAINT Response Email: From: Prior Vendor To: (b) (6) Subject: Re: TSA Contact Us: Complaints <<#201187-304303#>> Body: <html><HEAD><STYLE>p {margin-bottom: 0; margin-top: 0;}</STYLE></HEAD><body><FONT SIZE="2"> <DIV STYLE="font-family: Arial;color: #000000;"><FONT size=3><FONT size=3><FONT size=3><FONT size=3><FONT size=3><FONT size=3><FONT size=3> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif">Thank you for your email message. We are sorry you were unhappy with your recent travel experience.</FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif"> <?xml:namespace prefix = o ns = "urn:schemas-microsoft-com:office:office" /><o:p></o:p></FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif">Because your complaint is regarding screening at<SPAN style="mso-spacerun: yes"> OKC</SPAN>, we have forwarded a copy of your email to the Customer Service Manager at that airport. The Customer Service Manager is responsible for ensuring that the screener workforce adheres to TSA principles for professional processing.</FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif"> <o:p></o:p></FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif">We monitor the number and nature of complaints we receive to track trends and spot areas of concern that may require special attention. This ongoing process will enable us to ensure prompt, corrective action whenever we determine that security-screening policies need modification or specific employees or screener teams are the subjects of repeated complaints.</FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif"> <o:p></o:p></FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif">Again, the TSA offers sincere apologies for the discomfort you experienced while traveling and</FONT><SPAN style="FONT-SIZE: 12pt; FONT-FAMILY: Arial; mso-fareast-fontfamily: 'Times New Roman'; mso-ansi-language: EN-US; mso-fareast-language: EN-US; mso-bidi-language: AR-SA"> encourage you to check the latest information at <A href="http://www.tsa.gov/">www.tsa.gov</A>.</SPAN><FONT face=Arial></FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif"> <o:p></o:p></FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif">TSA Contact Center</FONT></P><FONT face="Tahoma, Verdana, Arial" size=2></FONT></FONT></FONT></FONT></FONT></FONT></FONT></FONT></DIV> <DIV STYLE="font-family: Arial;color: #000000;"></DIV> </FONT><BR><br><br><DIV>--- Original Message ---<BR>From: <(b) (6) ><BR>Received: 7/20/2008 10:03:21 AM Eastern Standard Time (GMT - 4:00 )<BR>To: "TSA Contact Center" <[email protected]><BR>Subject: TSA Contact Us: Complaints<BR><BR>THIS GENERATED EMAIL HAS BEEN SENT FROM TSA INTERNET CONTACT US<BR>-----------------------------------------------------------------------------------------------------------<BR>Remote Client IP: (b) (6) <BR>Date Time: 7/18/2008 5:46:33 PM<BR>-----------------------------------------------------------------------------------------------------------<BR><BR> <TABLE style="FONT-SIZE: 12px; WIDTH: 750px" cellSpacing=1 cellPadding=3 border=2> <TBODY> <TR> <TD style="FONT-WEIGHT: bold; WIDTH: 200px">Name:</TD> <TD>(b) (6) </TD></TR> <TR> <TD style="FONT-WEIGHT: bold; WIDTH: 200px">Email:</TD> <TD (b) (6) </TD></TR> <TR> <TD style="FONT-WEIGHT: bold; WIDTH: 200px">Complaints:</TD> <TD>Airline Complaints</TD></TR> <TR> <TD style="FONT-WEIGHT: bold; WIDTH: 200px">Flight Info (If applicable. Enter Flight#/Airline/Terminal/Airport/Gate/Etc):</TD> <TD>This happen 7/18/08 at 6:10am at the West Checkpoint, Lane 1. My flight was NWA 5796. Airport OKC</TD></TR> <TR> <TD style="FONT-WEIGHT: bold; WIDTH: 200px">Comments:</TD> <TD>This a Discourteous/Rude Employee Complaint not an Airline Complaint as stated above. It wouldn't let me change it. Here is my complaint, (b) (6) needs customer service training. She made a decision that caused me to miss my flight and start a
snowball effect of problems directly related to this. I didn't agree with the decision but respected it. The problem came when she had the opportunity to help me still catch my flight and did nothing and with a terrible attitude. I was very polite and never raised my voice in asking for help and she declined. Has I left to check my bag and out of the sight of (b) (6) I asked another Supervisor, (b) (6) (b) (6) to help and he was more than courteous. He walked me back to the ticket counter and helped get my bag checked quickly and then escorted me to the front of the line at security, rushed me through.(b) (6) was great and very professionally friendly. Because of my ticket I was told again I had to be special screened. Well, that was where I again met with I asked if this was necessary again, knowing I was escorted back and forth by(b) (6) (he walked away after he saw I was about to walk through the metal detector and thanked him) she said no. There was an announcement over the PA system announcing my name and the plane's door would close in two minutes. I informed her and she made sure to take her time with the search resulting in me missing the door closing and missing my flight. Then I went back to get her name and badge number for a complaint. She went and gave me a TSA Customer Complaint Card. I asked (b) (6) to give me her name and badge number. She told me, "she could give me her name but not a badge number because of security reasons." I showed her where it said on the card where I'm to get "name and badge number" she left for a minute, came back and claimed she called her supervisor and they told her she couldn't give her number out. As a result of this episode, not only did I miss my flight but with the changing of flights the airlines lost my luggage. There you go. That was a brief description of what happened. I'm a very frequent traveler and have never been in such a pitiful position with a TSA employee. She really needs to develop people skills. She was rude and not willing to be helpful at all.</TD></TR></TBODY></TABLE></DIV><BR><BR>------ TCC Control Number: ------<BR><<#201187-304303#>></body></html> END RECORD
(b) (6)
CONTACT RECORD
EID: 50828436 Contact Type: Contact Date: 2008-07-21 13:10:11 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2008-07-21 13:10:11 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: (b) (6) Contact State: (b) (6) Contact Zip: (b) (6) Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Items damaged in checked bag @ (OAK & antique angels) Claim form was mailed., 07/22/2008 Body: Agent Notes: Provided caller with information on the claims process, and SF-95 mailed on (07/22/2008) Provided caller with information on the claims process, and SF-95 mailed on (07/22/2008) NOI was in checked bag. Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Opening Agent: Opened Date: 7/21/2008 1:10:11 PM Linked Event IDs:
(b) (6)
(b) (6)
Responses: Response Airport: OKCOKC,Oklahoma City, OK, USA - Will Rogers World Airport, Airline: Subject Category: Claim Form Requests-Checked Bag - Claim Form Requests-Checked Bag Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 50828480 Contact Type: Contact Date: 2008-07-21 12:45:05 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2008-07-21 12:45:05 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: USA Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Caller wanted to report that screener made mess of checked bag and items were not re-packed properly after screening at (OKC) see notes Body: Agent Notes: Advised caller we would note issue, and an FYI will be sent to the CSM at that airport who oversees the screening operation. Offered a claim form. Advised caller we would note issue, and an FYI will be sent to the CSM at that airport who oversees the screening operation. Offered a claim form., (b) (6) was slightly upset because she did not receive a call back from the CSM. I informed caller that I will re-send. Caller stated that she called in sometime in July...However I did not find that call. Oringinal EVENT ID# 300195843080519
The following information has been received by TSA Contact Center and it is be forwarded to you for your review and/ or follow up. Please reply by email, to the TCC Customer Service Representative sending this message, with the actions taken to resolve this consumers' issue. Brief Description: (b) (6) stated that she had several items missing and mishandled. I walked the caller thru the website for the claim forms and apologized to her for the terrible inconvenience. Please contact her in regards to her further concerns about the way that TSA re-packed her bag. Thank you for your future assistance.
Date of Incident: 5/18/08 Customer Name: (b) (6) Customer Contact Information: Airport: OKC Airline: American Flight#: 1675 Terminal/Gate: N/A (Caller unsure) Check In/Incident Time: 7:45 am Checked Baggage: 1 Baggage Tag Number: AA- 599622 or 4001599622 Event ID #: 300195843080519
(b) (6)
Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Opening Agent: Opened Date: 7/21/2008 12:45:05 PM
Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, OKC Oklahoma City, OK, USA - Will Rogers World Airport, Airline: Subject Category: Mishandling of Passengers Property - Disarrayed Carry-on/Checked Baggage - Mishandling of Passengers Property Disarrayed Carry-on/Checked Baggage Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 50830109 Contact Type: Contact Date: 2008-07-23 00:13:29 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2008-07-22 16:00:00 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: USA Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: left OAK to SLC final SEA when arriving her final distination she found a TSA/NOI. Her luggage was compleatly opened with things falling out. Body: Agent Notes: Provided Lost and Found information to caller and walked caller through TSA web for an SF-95 form Provided Lost and Found information to caller and walked caller through TSA web for an SF-95 form Told caller to make copies of:
(b) (6)
(b) (6)
Baggage tag Boarding pass stub TSA/NOI Purchase recite or estimate Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Opening Agent: Opened Date: 7/23/2008 12:13:29 AM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, SLC Salt Lake City, UT, USA - Salt Lake City International Arpt, SEA Seattle, WA, USA - Seattle Tacoma Intl Airport, Airline: Delta Air Lines -¬Delta Air Lines -¬, Subject Category: Claim Form Requests - Missing items from Checked Baggage - Claim Form Requests - Missing items from Checked Baggage Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 50832379 Contact Type: Contact Date: Medium: EMAIL Contact Status: CLOSED Incident Date: Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: ISSUE, Customer Service Feedback Body: THIS GENERATED EMAIL HAS BEEN SENT FROM TSA INTERNET CONTACT US-CUSTOMER SERVICE
(b) (6)
Remote Client IP: (b) (6) System Time: 6/23/2008 11:51:42 PM __________________________________________ User Name:
(b) (6)
User Email:
(b) (6)
__________________________________________ To: [email protected] Category: All Other Inquiries Message: My name is(b) (6) I am a 27 year old single mother who took my son on vacation this week for what was supposed to be a relaxing fun trip for us to spend time together. We traveled from Oklahoma City OK with Southwest Airlines flight 2794 that left at 7:o5pm June 22nd 2008. Around 6:00 or 6:15 my son,(b) (6) who is only 7, and I came threw a check point in front of our gate number 16. I have only traveled once before so i am def. not a pro but i took my flip flops off and my sons shoes as everybody in line in front of me was doing and placed them along with my carry on backpack and purse in a bucket so it could all be ex rayed. When it was our turn my son went thru the metal detector first and then I did and (b) (6)(badge number (b) (6) im pretty sure) asked to see my boarding pass... i smiled and replied Oh Im so sorry i left it in my purse. Well i was immediatly aware I must be an IDIOT because he rolls his eyes and breathes heavily -raising his voice that I am NOT to leave it in my purse. So I attempt to step over to see if my purse is still visable so i could curdiously get it for him. Well I get yelled at again and he physically grabbed my shoulder which hurt b/c i have an open soar on my shoulder... so when i turn and look at him he raises both hands in the air like "im not touching you"... so the heavy set lady sitting on a stool pops off with instant attitude as well and says she has to get my boarding pass and i agree so i stand there and my pass is retrieved from my purse and he sees it and tells me and my son to go on. Well as Im putting my shoes on I realize my orange backpack is nowhere to be found. Everybody is busy and im standing there trying to ask if anybody has seen my backpack because there is probably a thousand dollars worth of electronics such as PSP, MP3, digital camera etc. The nice lady at the end is busy discussing the liquid in another passengers carry on and i didnt want to be rude and interupt so i walk up towards the x-ray lady and pleasantly ask her if she has seen (b) (6) my backpack and i get physically grabbed by again who screams at me that i just couldnt walk up there (im sorry -i didnt know) and he directs me thru the metal detector again and i have no problem complying at all and i guess i walked to fast b/c he threw his hands up in front of my face and chest and yelled to go back threw slowly so i back up and comply but im getting very upset from being pushed around at this time and i still havent found my backpack and my son is getting pushed further away from me by the line of people so i hold my hand out for my son to take as he walks close to me and (b) (6) physically barricades my son from getting to me and told him to
stay back! I almost freaked out at this point- my momma bear, baby cub instincts were kicking in. So he lets me walk threw and I finally get my son but still no backpack and i start over asking for it as i was originally trying to do. The heavy lady sitting on the stool looking at the X-rays is yelling "well its not here- maybe its in the lobby- you need to just go on" as shes rolling her eyes, throwing her hands up, and shaking her head as if it was not her problem. I kept telling her i had JUST put it in the bucket five feet from her... she was not nice at all or willing to get up and move around a little to look... she just wanted me gone without my belongings.I honestly feel many passangers belongings could get stolen by TSA employees this way???? Well the very nice lady at the end saw i was crying frantically and ran over to look for me and it said had accidentally gotten stuck by the strap in the machine and she retrieved it for me. I asked why the big lady couldnt have just done that for me instead of try to push me and my son away empty handed. I had already looked at (b) (6) name tag and had his name but as im crying i ask for the big ladys name as well and(b) (6) refused to give me her name. I asked repeatedly stating that i am a conductor for Amtrak so I know this is the reason she wears a name tag and I was refused again. I wanted to walk over and get it myself but i was afraid (b) (6) might barricade me or put his hands on me or my son again. So I was given a comment card and pushed out of the way with no name of the heavy set lady working x-ray by gate 16 in OKC around 6 or 6:15... but my son was very upset- i was confused and crying. I had to hurry and find somewhere to duck to wipe my face- it was HUMILIATING. Even another male passenger going thru the line felt sorry for us and wished us luck. My son seriously thought something was wrong with his mother and was so deeply concerned his eyes teared up. Please write me back with a follow up on how these employees (inclusing (b) (6) (b) (6) were diciplined and i am curious if there is a mandatory class taken annually for TSA employees for customer service b/c this card states we as paying customers should have a customer-friendly experience at the checkpoint and it was no further from the truth. I will follow up and thank U for your time
(b) (6)
__________________________________________ Date and Time of message: 6/23/2008 11:51:42 PM Agent Notes: Consumer Complaint BCC/CSM Response Consumer Complaint BCC/CSM Response, BCC:(b) (6) SHM/CSQIM at the OKC airport. Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Opening Agent: Opened Date: 6/24/2008 12:38:17 PM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, Airline: Southwest AirlinesSouthwest Airlines, Subject Category: Discourteous- Rude Employee - Discourteous- Rude Employee Interaction Type: COMPLAINT Response Email: From: Prior Vendor To - the
(b) (6)
Subject: Re: Customer Service Feedback <<#212128-294475#>> Body: <html><HEAD><STYLE>p {margin-bottom: 0; margin-top: 0;}</STYLE></HEAD><body><FONT SIZE="2"> <DIV STYLE="font-family: Arial;color: #000000;"><FONT size=3><FONT size=3><FONT size=3><FONT size=3><FONT size=3><FONT size=3><FONT size=3> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif">Thank you for your email message. We are sorry you were unhappy with your recent travel experience.</FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif"> <?xml:namespace prefix = o ns = "urn:schemas-microsoft-com:office:office" /><o:p></o:p></FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif"><STRONG>Because your complaint is regarding screening at OKC, we have forwarded a copy of your email to the Customer Service Manager at that airport. The Customer Service Manager is responsible for ensuring that the screener workforce adheres to TSA principles for professional processing.</STRONG></FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif"> <o:p></o:p></FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif">We monitor the number and nature of complaints we receive to track trends and spot areas of concern that may require special attention. This ongoing process will enable us to ensure prompt, corrective action whenever we determine that security-screening policies need modification or specific employees or
screener teams are the subjects of repeated complaints.</FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif"> <o:p></o:p></FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif">Again, the TSA offers sincere apologies for the discomfort you experienced while traveling and</FONT><SPAN style="FONT-SIZE: 12pt; FONT-FAMILY: Arial; mso-fareast-fontfamily: 'Times New Roman'; mso-ansi-language: EN-US; mso-fareast-language: EN-US; mso-bidi-language: AR-SA"> encourage you to check the latest information at <A href="http://www.tsa.gov/">www.tsa.gov</A>.</SPAN><FONT face=Arial></FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif"> <o:p></o:p></FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif">TSA Contact Center</FONT></P><FONT face="Tahoma, Verdana, Arial" size=2></FONT></FONT></FONT></FONT></FONT></FONT></FONT></FONT></DIV> <DIV STYLE="font-family: Arial;color: #000000;"></DIV> </FONT><BR><br><br><DIV>--- Original Message ---<BR>From: < (b) (6) gt;<BR>Received: 6/24/2008 12:38:16 PM Eastern Standard Time (GMT - 4:00 )<BR>To: "TSA Contact Center" <[email protected]><BR>Subject: Customer Service Feedback<BR><BR> <META content="MS Exchange Server version 6.5.7651.59" name=Generator><!-- Converted from text/plain format --> <P><FONT size=2>THIS GENERATED EMAIL HAS BEEN SENT FROM TSA INTERNET CONTACT US-CUSTOMER SERVICE</FONT> </P> <P><FONT size=2>Remote Client IP: (b) (6) </FONT> <BR><FONT size=2>System Time: 6/23/2008 11:51:42 PM</FONT> <BR><FONT size=2>__________________________________________</FONT> </P> <P><FONT size=2>User Name: </FONT><BR><FONT size=2 (b) (6) /FONT> </P> <P><FONT size=2>User Email: </FONT><BR><FONT size=2 (b) (6) </FONT> <BR><FONT size=2>__________________________________________</FONT> </P> <P><FONT size=2>To:</FONT> <BR><FONT size=2>[email protected]</FONT> </P> <P><FONT size=2>Category: </FONT><BR><FONT size=2>All Other Inquiries</FONT> </P> <P><FONT size=2>Message: </FONT><BR><FONT size=2>My name is(b) (6) I am a 27 year old single mother who took my son on vacation this week for what was supposed to be a relaxing fun trip for us to spend time together. We traveled from Oklahoma City OK with Southwest Airlines flight 2794 that left at 7:o5pm June 22nd 2008. Around 6:00 or 6:15 my son, (b) (6) who is only 7, and I came threw a check point in front of our gate number 16. I have only traveled once before so i am def. not a pro but i took my flip flops off and my sons shoes as everybody in line in front of me was doing and placed them along with my carry on backpack and purse in a bucket so (b) (6)(badge number (b) (6) im it could all be ex rayed. When it was our turn my son went thru the metal detector first and then I did and pretty sure) asked to see my boarding pass... i smiled and replied Oh Im so sorry i left it in my purse. Well i was immediatly aware I must be an IDIOT because he rolls his eyes and breathes heavily -raising his voice that I am NOT to leave it in my purse. So I attempt to step over to see if my purse is still visable so i could curdiously get it for him. Well I get yelled at again and he physically grabbed my shoulder which hurt b/c i have an open soar on my shoulder... so when i turn and look at him he raises both hands in the air like "im not touching you"... so the heavy set lady sitting on a stool pops off with instant attitude as well and says she has to get my boarding pass and i agree so i stand there and my pass is retrieved from my purse and he sees it and tells me and my son to go on. Well as Im putting my shoes on I realize my orange backpack is nowhere to be found. Everybody is busy and im standing there trying to ask if anybody has seen my backpack because there is probably a thousand dollars worth of electronics such as PSP, MP3, digital camera etc. The nice lady at the end is busy discussing the liquid in another passengers carry on and i didnt want to be rude and interupt so i walk up towards the x-ray lady and pleasantly ask her if she has seen my backpack and i get physically grabbed by Jerry again who screams at me that i just couldnt walk up there (im sorry -i didnt know) and he directs me thru the metal detector again and i have no problem complying at all and i guess i walked to fast b/c he threw his hands up in front of my face and chest and yelled to go back threw slowly so i back up and comply but im getting very upset from being pushed around at this time and i still havent found my backpack and my son is getting pushed further away from me by the line of people so i hold my hand out for my son to take as he walks close to me and(b) (6)physically barricades my son from getting to me and told him to stay back! I almost freaked out at this point- my momma bear, baby cub instincts were kicking in. So he lets me walk threw and I finally get my son but still no backpack and i start over asking for it as i was originally trying to do. The heavy lady sitting on the stool looking at the X-rays is yelling "well its not here- maybe its in the lobby- you need to just go on" as shes rolling her eyes, throwing her hands up, and shaking her head as if it was not her problem. I kept telling her i had JUST put it in the bucket five feet from her... she was not nice at all or willing to get up and move around a little to look... she just wanted me gone without my belongings.I honestly feel many passangers belongings could get stolen by TSA employees this way???? Well the very nice lady at the end saw i was crying frantically and ran over to look for me and it said had accidentally gotten stuck by the strap in the machine and she retrieved it for me. I asked why the big lady couldnt have just done that for me instead of try to push me and my son away empty handed. I had already looked at (b) (6) name tag and had his name but as im crying i ask for the big ladys name as well and (b) (6) refused to give me her name. I asked repeatedly stating that i am a conductor for Amtrak so I know this is the reason she wears a name tag and I was refused again. I wanted to walk over and get it myself but i was afraid(b) (6)might barricade me or put his hands on me or my son again. So I was given a comment card and pushed out of the way with no name of the heavy set lady working x-ray by gate 16 in OKC around 6 or 6:15... but my son was very upset- i was confused and crying. I had to hurry and find somewhere to duck to wipe my face- it was HUMILIATING. Even another male passenger going thru the line felt sorry for us and wished us luck. My son seriously thought something was wrong with his mother and was so deeply concerned his eyes teared up. Please write me back with a follow up on how these employees (inclusing (b) (6) were diciplined and i am curious if there is a mandatory class taken annually for TSA employees for customer service b/c this card states we as paying customers should have a customer-friendly experience at the checkpoint and it was no further from the truth. I will follow up and thank U for your time</FONT></P> <P><FONT size=2 (b) (6) /FONT> <BR><FONT size=(b) (6) FONT> <BR><FONT size=2 (b) (6) /FONT> <BR><FONT size=2 39325</FONT> </P> <P><FONT size=2>__________________________________________</FONT> <BR><FONT size=2>Date and Time of message: 6/23/2008
(b) (6)
11:51:42 PM</FONT> </P></DIV><BR><BR>------ TCC Control Number: ------<BR><<#212128-294475#>></body></html> END RECORD
CONTACT RECORD
EID: 50835283 Contact Type: Contact Date: 2008-05-20 13:45:39 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2008-05-15 13:45:39 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Caller wanted to report that screener made mess of checked bag and items were not re-packed properly after screening at (AVL) Body: Agent Notes: Advised caller we would note issue, and an FYI will be sent to the CSM at that airport who oversees the screening operation. Offered a claim form. Advised caller we would note issue, and an FYI will be sent to the CSM at that airport who oversees the screening operation. Offered a claim form., The TCC received the following information as an FYI. We are forwarding this information to you for your review. For Your Information: (b) (6) departed from AVL earlier this week and found her bag a mess when she got home. She reported that her non-tsa approved pad locks had been cut off, and her bag was not zipped up all the way. She received her luggage days after her flight, it was held up & then later delivered to her house. Her bible & other items were on the top of her bag when she packed them at the bottom. (b) (6) stated that her clothes were wrinkled & everything was thrown in the bag. I offered her a claim form, but nothing was damaged. I also provided her with information on where to purchase TSA locks. Date of Incident: 5/15/08 Customer Name: (b) (6) Customer Contact Information: (b) (6) Airport: AVL Airline: Continental Flight#: 2510 Terminal/Gate: N/A Check In/Incident Time: 5:30 AM Carry On or Checked Baggage: Baggage Tag Number: N/A Event ID #: 300196304380520 Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Opening Agent: Opened Date: 5/20/2008 1:45:39 PM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, AVL Asheville / Hendersonville, NC, USA - Asheville Regional Airport, Airline: Continental Airlines (present) -¬Continental Airlines (present) -¬, Subject Category: Mishandling of Passengers Property - Disarrayed Carry-on/Checked Baggage - Mishandling of Passengers Property Disarrayed Carry-on/Checked Baggage
Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 50842144 Contact Type: Contact Date: 2008-05-24 22:40:26 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2008-05-24 22:40:26 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Items damaged in checked bag @ (OKC & laptop) Body: Agent Notes: Provided caller with information on the claims process, Provided caller with information on the claims process, and SF-95 mailed on (Date), Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Opening Agent: Opened Date: 5/24/2008 10:40:26 PM Linked Event IDs: Responses: Response Airport: OKCOKC,Oklahoma City, OK, USA - Will Rogers World Airport, DAL Dallas, TX, USA - Love Field, Airline: Subject Category: Claim Form Requests-Checked Bag - Claim Form Requests-Checked Bag Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 50844940 Contact Type: Contact Date: Medium: EMAIL Contact Status: CLOSED Incident Date: Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: (b) (6) Subject: ISSUE, Unnecessary Incident at OKC Screening Body: Thursday, May 22, 2008
I am writing to report an incident that was totally unnecessary at the Oklahoma City/Will Rogers International Airport on Wednesday, May 21, 2008.
My parents, who are both in their 80s, were visiting us from Cincinnati for my sonGÇÖs/their only grandsonGÇÖs high school graduation. They travel very little and had to be persuaded to be present for his valedictory honors, among many high awards. Both have several, serious health issues. On Wednesday afternoon, about 1 p.m., they were traveling after a fun, but exhausting visit with their seemingly only concern being the flight home on Delta flight # 5169.
(b) (6)
I must add, at this point, that I am a former teacher who now works for an attorney while my husband works for the FAA. We are lawabiding citizens who understand and respect rules. Our criticism is NOT the rules.
At the screening point, an over zealous, extremely rude, unpleasant screener proceeded to treat my parents, as well as several other passengers like criminals when she found a few GÇ£illegalGÇ¥ items. Three of my motherGÇÖs items were tossed into the garbage (an Avon mini hand lotion, a Pantene curl definer and an Oil of Olay regenerist product) with overly demeaning/embarrassing remarks and unnecessarily rough handling of my parentsGÇÖ (and other passengersGÇÖ) carry-on items.
My mother was so upset that she burst into tears. At this juncture, I would have demanded to speak to a supervisor. However, my mom was so shook-up that she and my father simply wanted to re-pack their carry-on bags and quickly get away from this rude TSA officer. This could have caused a serious stress-related health emergency.
The screenerGÇÖs description is a Caucasian, tall, 30-ish woman of average weight with shoulder-length medium brown hair (no glasses). From personnel records, you should be able to easily identify this woman.
Again, we do not object to the process of screening for safety and other purposes, but the unnecessary strong-arm treatment/manner in
which this woman liases with passengers. My parents observed this procedure between a few other passengers and this woman in the brief (10 minutes or so) span of time they were forced to be in her locale.
With the airline industry in its present precarious state, this type of poor customer interaction can not be productive or tolerated. Who needs/wants to pay to be treated like a criminal? She put a damper on this joyful celebration/vacation for my parents. What a shame !
We want to report this incident to, hopefully, avoid this interaction with further travelers. A written apology to my parents would be nice. We are not GÇ£holding our breathGÇ¥ for this possibility. Just, please, make sure that this woman does not unnecessarily upset any other elderly passengers.
Thank you for your consideration,
(b) (6)
(b) (6)
(evenings) Agent Notes: Complaints Complaints, BCC CSM Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) EF,6/19/2008 11:04:38 AM' Last Update Date: Opening Agent: Opened Date: 5/23/2008 10:09:23 AM Linked Event IDs:
(b) (6)
Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, Airline: Delta AirDelta Air, Subject Category: Discourteous- Rude Employee - Discourteous- Rude Employee Interaction Type: COMPLAINT Response Email: From: Prior Vendor To: (b) (6) Subject: Re: Unnecessary Incident at OKC Screening <<#201089-281407#>> Body: <html><HEAD><STYLE>p {margin-bottom: 0; margin-top: 0;}</STYLE></HEAD><body><FONT SIZE="2"> <DIV STYLE="font-family: Arial;color: #000000;"></DIV> <DIV STYLE="font-family: Arial;color: #000000;"><FONT size=3><FONT size=3> <P class=MsoNormal style="MARGIN: 5pt 0in; mso-layout-grid-align: none; mso-pagination: none"><FONT size=3><SPAN style="FONTSIZE: 11pt; mso-bidi-font-size: 10.0pt">Thank you for your e-mail.<SPAN style="mso-spacerun: yes"> </SPAN></SPAN><SPAN style="FONT-SIZE: 11pt; mso-bidi-font-size: 10.0pt">We regret to hear that you had an unpleasant experience and hope the following information is helpful in addressing your concerns. </SPAN></FONT></P> <P class=MsoNormal style="MARGIN: 5pt 0in; mso-layout-grid-align: none; mso-pagination: none"><SPAN style="FONT-SIZE: 11pt; mso-bidi-font-size: 10.0pt"></SPAN><FONT size=3><SPAN style="FONT-SIZE: 11pt; mso-bidi-font-size: 10.0pt">Please know that the Transportation Security Administration (TSA) takes comments such as yours very seriously. TSA is responsible for all passenger and baggage screening to ensure that weapons and other prohibited items are not brought on-board aircraft. One of our key objectives has been to ensure that all passengers consistently receive professional and courteous processing while maintaining our high level of security. We train security screeners to conduct enhanced screening with courteous professionalism in order to treat passengers with dignity and respect. We regret that you feel these high standards were not met.</SPAN><SPAN style="FONT-SIZE: 11pt; mso-bidi-fontsize: 12.0pt"><?xml:namespace prefix = o ns = "urn:schemas-microsoft-com:office:office" /><o:p></o:p></SPAN></FONT></P> <P class=MsoNormal style="MARGIN: 5pt 0in; mso-layout-grid-align: none; mso-pagination: none"><FONT size=3><SPAN style="FONTSIZE: 11pt; mso-bidi-font-size: 10.0pt">We monitor the number and nature of complaints we receive to track trends and spot areas of concern that may require special attention. This ongoing process will enable us to ensure prompt, corrective action whenever we
determine that security-screening policies need modification or specific employees or screener teams are the subjects of repeated complaints.</SPAN><SPAN style="FONT-SIZE: 11pt; mso-bidi-font-size: 12.0pt"><o:p></o:p></SPAN></FONT></P> <P class=MsoBodyText style="MARGIN: 5pt 0in">Again, we deeply regret any inconvenience or discomfort you may have suffered as a result of enhanced screening procedures. TSA appreciates you for taking the time to share your concerns with us. We are confident that through the concerns brought to us by the traveling public, we will be better able to address problem areas with corrective action. </P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><SPAN style="FONT-SIZE: 11pt; mso-bidi-font-size: 12.0pt"><FONT size=3>Please visit our website at </FONT><A href="http://www.tsa.gov/"><FONT size=3>www.tsa.gov</FONT></A><FONT size=3> for additional information about TSA.<SPAN style="mso-spacerun: yes"> </SPAN>We continue to add new information and encourage you to check the website frequently for updated information.<o:p></o:p></FONT></SPAN></P> <P><SPAN style="FONT-SIZE: 11pt; mso-bidi-font-size: 10.0pt"><FONT size=3> <o:p></o:p></FONT></SPAN></P><FONT face="Arial, Helvetica, sans-serif"><FONT size=3><SPAN style="FONT-SIZE: 11pt; FONT-FAMILY: 'Times New Roman'; mso-bidi-fontsize: 10.0pt; mso-fareast-font-family: 'Times New Roman'; mso-ansi-language: EN-US; mso-fareast-language: EN-US; mso-bidi-language: AR-SA"><FONT face=Arial size=3>TSA Contact Center</FONT></SPAN><SPAN style="FONT-SIZE: 11pt; FONT-FAMILY: 'Times New Roman'; mso-bidi-font-size: 12.0pt; mso-fareast-font-family: 'Times New Roman'; mso-ansi-language: EN-US; mso-fareast-language: ENUS; mso-bidi-language: AR-SA"> </SPAN></FONT></FONT></FONT></FONT></DIV> </FONT><BR><br><br><DIV>--- Original Message ---<BR>From: ><BR>Received: 5/23/2008 10:09:23 AM Eastern Standard Time (GMT - 4:00 )<BR>To: "TSA Contact Center" <[email protected]><BR>Subject: Unnecessary Incident at OKC Screening<BR><BR> <STYLE> .hmmessage P { margin:0px; padding:0px } body.hmmessage { FONT-SIZE: 10pt; FONT-FAMILY:Tahoma } </STYLE> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT color=#000000><?xml:namespace prefix = st1 ns = "urn:schemas-microsoftcom:office:smarttags" /><st1:date Year="2008" Day="22" Month="5"><SPAN style="FONT-SIZE: 14pt; FONT-FAMILY: 'Comic Sans MS'">Thursday, May 22, 2008</SPAN></st1:date><SPAN style="FONT-SIZE: 14pt; FONT-FAMILY: 'Comic Sans MS'"><?xml:namespace prefix = o ns = "urn:schemas-microsoft-com:office:office" /><o:p></o:p></SPAN></FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><SPAN style="FONT-SIZE: 14pt; FONT-FAMILY: 'Comic Sans MS'"><o:p><FONT color=#000000> </FONT></o:p></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT color=#000000><SPAN style="FONT-SIZE: 14pt; FONT-FAMILY: 'Comic Sans MS'">I am writing to report an incident that was totally unnecessary at the Oklahoma City/Will Rogers International Airport on </SPAN><st1:date Year="2008" Day="21" Month="5"><SPAN style="FONT-SIZE: 14pt; FONT-FAMILY: 'Comic Sans MS'">Wednesday, May 21, 2008</SPAN></st1:date><SPAN style="FONT-SIZE: 14pt; FONT-FAMILY: 'Comic Sans MS'">.<o:p></o:p></SPAN></FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><SPAN style="FONT-SIZE: 14pt; FONT-FAMILY: 'Comic Sans MS'"><o:p><FONT color=#000000> </FONT></o:p></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT color=#000000><SPAN style="FONT-SIZE: 14pt; FONT-FAMILY: 'Comic Sans MS'">My parents, (b) (6) , who are both in their 80s, were visiting us from </SPAN><st1:City><st1:place><SPAN style="FONT-SIZE: 14pt; FONT-FAMILY: 'Comic Sans MS'">Cincinnati</SPAN></st1:place></st1:City><SPAN style="FONT-SIZE: 14pt; FONT-FAMILY: 'Comic Sans MS'"> for my sonGÇÖs/their only grandsonGÇÖs high school graduation.<SPAN style="mso-spacerun: yes"> </SPAN>They travel very little and had to be persuaded to be present for his valedictory honors, among many high awards.<SPAN style="mso-spacerun: yes"> </SPAN>Both have several, serious health issues.<SPAN style="mso-spacerun: yes"> </SPAN>On Wednesday afternoon, about </SPAN><st1:time Minute="0" Hour="13"><SPAN style="FONT-SIZE: 14pt; FONTFAMILY: 'Comic Sans MS'">1 p.m.</SPAN></st1:time><SPAN style="FONT-SIZE: 14pt; FONT-FAMILY: 'Comic Sans MS'">, they were traveling after a fun, but exhausting visit with their seemingly only concern being the flight home on Delta flight # 5169.<o:p></o:p></SPAN></FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><SPAN style="FONT-SIZE: 14pt; FONT-FAMILY: 'Comic Sans MS'"><o:p><FONT color=#000000> </FONT></o:p></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><SPAN style="FONT-SIZE: 14pt; FONT-FAMILY: 'Comic Sans MS'"><FONT color=#000000>I must add, at this point, that I am a former teacher who now works for an attorney while my husband works for the FAA.<SPAN style="mso-spacerun: yes"> </SPAN>We are law-abiding citizens who understand and respect rules.<SPAN style="mso-spacerun: yes"> </SPAN>Our criticism is NOT the rules.<o:p></o:p></FONT></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><SPAN style="FONT-SIZE: 14pt; FONT-FAMILY: 'Comic Sans MS'"><o:p><FONT color=#000000> </FONT></o:p></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><SPAN style="FONT-SIZE: 14pt; FONT-FAMILY: 'Comic Sans MS'"><FONT color=#000000>At the screening point, an over zealous, extremely rude, unpleasant screener proceeded to treat my parents, as well as several other passengers like criminals when she found a few GÇ£illegalGÇ¥ items.<SPAN style="mso-spacerun: yes"> </SPAN>Three of my motherGÇÖs items were tossed into the garbage (an Avon mini hand lotion, a Pantene curl definer and an Oil of
(b) (6)
Olay regenerist product) with overly demeaning/embarrassing remarks and unnecessarily rough handling of my parentsGÇÖ (and other passengersGÇÖ) carry-on items.<o:p></o:p></FONT></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><SPAN style="FONT-SIZE: 14pt; FONT-FAMILY: 'Comic Sans MS'"><o:p><FONT color=#000000> </FONT></o:p></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><SPAN style="FONT-SIZE: 14pt; FONT-FAMILY: 'Comic Sans MS'"><FONT color=#000000>My mother was so upset that she burst into tears.<SPAN style="mso-spacerun: yes"> </SPAN>At this juncture, I would have demanded to speak to a supervisor.<SPAN style="mso-spacerun: yes"> </SPAN>However, my mom was so shook-up that she and my father simply wanted to re-pack their carry-on bags and quickly get away from this rude TSA officer.<SPAN style="msospacerun: yes"> </SPAN>This could have caused a serious stress-related health emergency.<o:p></o:p></FONT></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><SPAN style="FONT-SIZE: 14pt; FONT-FAMILY: 'Comic Sans MS'"><o:p><FONT color=#000000> </FONT></o:p></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><SPAN style="FONT-SIZE: 14pt; FONT-FAMILY: 'Comic Sans MS'"><FONT color=#000000>The screenerGÇÖs description is a Caucasian, tall, 30-ish woman of average weight with shoulder-length medium brown hair (no glasses).<SPAN style="mso-spacerun: yes"> </SPAN>From personnel records, you should be able to easily identify this woman.<o:p></o:p></FONT></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><SPAN style="FONT-SIZE: 14pt; FONT-FAMILY: 'Comic Sans MS'"><o:p><FONT color=#000000> </FONT></o:p></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><SPAN style="FONT-SIZE: 14pt; FONT-FAMILY: 'Comic Sans MS'"><FONT color=#000000>Again, we do not object to the process of screening for safety and other purposes, but the unnecessary strong-arm treatment/manner in which this woman liases with passengers.<SPAN style="mso-spacerun: yes"> </SPAN>My parents observed this procedure between a few other passengers and this woman in the brief (10 minutes or so) span of time they were forced to be in her locale.<o:p></o:p></FONT></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><SPAN style="FONT-SIZE: 14pt; FONT-FAMILY: 'Comic Sans MS'"><o:p><FONT color=#000000> </FONT></o:p></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><SPAN style="FONT-SIZE: 14pt; FONT-FAMILY: 'Comic Sans MS'"><FONT color=#000000>With the airline industry in its present precarious state, this type of poor customer interaction can not be productive or tolerated.<SPAN style="mso-spacerun: yes"> </SPAN>Who needs/wants to pay to be treated like a criminal?<SPAN style="msospacerun: yes"> </SPAN>She put a damper on this joyful celebration/vacation for my parents.<SPAN style="mso-spacerun: yes"> </SPAN>What a shame !<o:p></o:p></FONT></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><SPAN style="FONT-SIZE: 14pt; FONT-FAMILY: 'Comic Sans MS'"><o:p><FONT color=#000000> </FONT></o:p></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><SPAN style="FONT-SIZE: 14pt; FONT-FAMILY: 'Comic Sans MS'"><FONT color=#000000>We want to report this incident to, hopefully, avoid this interaction with further travelers.<SPAN style="mso-spacerun: yes"> </SPAN>A written apology to my parents would be nice.<SPAN style="mso-spacerun: yes"> </SPAN>We are not GÇ£holding our breathGÇ¥ for this possibility.<SPAN style="mso-spacerun: yes"> </SPAN>Just, please, make sure that this woman does not unnecessarily upset any other elderly passengers.<o:p></o:p></FONT></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><SPAN style="FONT-SIZE: 14pt; FONT-FAMILY: 'Comic Sans MS'"><o:p><FONT color=#000000> </FONT></o:p></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><SPAN style="FONT-SIZE: 14pt; FONT-FAMILY: 'Comic Sans MS'"><FONT color=#000000>Thank you for your consideration,<o:p></o:p></FONT></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><SPAN style="FONT-SIZE: 14pt; FONT-FAMILY: 'Comic Sans MS'"><o:p><FONT color=#000000> </FONT></o:p></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><SPAN style="FONT-SIZE: 14pt; FONT-FAMILY: 'Comic Sans MS'"><FONT color=#000000>(b) (6) <o:p></o:p></FONT></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><SPAN style="FONT-SIZE: 14pt; FONT-FAMILY: 'Comic Sans MS'"><FONT color=#000000>(b) (6) (evenings)<o:p></o:p></FONT></SPAN></P></DIV><BR><BR>------ TCC Control Number: -----<BR><<#201089-281407#>></body></html> END RECORD
CONTACT RECORD
EID: 50848621 Contact Type: Contact Date: 2008-06-01 17:09:03 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2008-03-20 00:00:00 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Caller stated that she checked her luggage with a curbside employee for American Airline and she has missing jewelry. Body: Agent Notes: Suggested to caller to phone American Airline Suggested to caller to phone American Airline Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Opening Agent: Opened Date: 6/1/2008 5:09:03 PM Linked Event IDs:
(b) (6)
Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, LGA New York, NY, USA - Laguardia, Airline: American Airlines -¬American Airlines -¬, Subject Category: Airline- Service Complaints - Airline- Service Complaints Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 50855772 Contact Type: Contact Date: 2008-10-06 19:27:54 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2008-10-06 07:05:00 Contact Prefix: (b) (6) Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Items missing from checked bag@(OKC & baby teeth). . Body: Agent Notes: Advised caller to file a claim and gave claims process information. Advised caller to file a claim and gave claims process information. Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Opening Agent: Opened Date: 10/6/2008 7:27:54 PM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, STL St Louis, MO, USA - Lambert-St Louis Internatl, Airline: American Airlines -¬American Airlines -¬, Subject Category: Claim Form Requests - Missing items from Checked Baggage - Claim Form Requests - Missing items from Checked Baggage Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 50856911 Contact Type: Contact Date: Medium: EMAIL Contact Status: CLOSED Incident Date: Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: (b) (6) Subject: ISSUE, Notification of Bag Inspection Body: Dear TSA colleagues, Thursday, June 5, I took a flight from OKC via AA1675 thru Dallas via AA3845 to Guadalajara. Somewhere in route my bag was inspected by a TSA inspector and a notice of baggage inspection pamphlet was put in my bag. I fully support such efforts by TSA. However, my TSA-approved lock was no where to be found. I am now forced to continue my journey in Mexico without a lock...and there are a lot of little hands that feel thru bags in Mexico. Putting a TSA-approved lock securily back on the bag should be standard operating procedure for TSA inspectors. The locks are expensive, and the rest of the world is not so honest as the USA. If there is remuneration for such actions, my address is:
(b) (6)
Thank you for your attention to this matter,
(b) (6)
Agent Notes: Approved Locks w/ Claim Request Response Approved Locks w/ Claim Request Response, Follow Up: To TSOC Date: From TSOC Date: Last Updated By: Last Update Date: Opening Agent: Opened Date: 6/9/2008 8:54:48 AM Linked Event IDs:
(b) (6)
Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, Airline: American Airlines -¬American Airlines -¬, Subject Category: TSA Approved Locks - Missing or Damaged - TSA Approved Locks - Missing or Damaged Interaction Type: COMPLAINT Response Email: From: Prior Vendor To:(b) (6) Subject: Re: Notification of Bag Inspection <<#205958-287157#>>
Body: <html><HEAD><STYLE>p {margin-bottom: 0; margin-top: 0;}</STYLE></HEAD><body><FONT SIZE="2"> <DIV STYLE="font-family: Arial;color: #000000;"><FONT size=3><FONT size=3><FONT size=3> <P><FONT face="Arial, Helvetica, sans-serif">Thank you for your e-mail message concerning the destruction of your TSA Approved Lock. </FONT></P> <P><FONT face=Arial></FONT><FONT face="Arial, Helvetica, sans-serif"></FONT> </P> <P><FONT face="Arial, Helvetica, sans-serif">These locks were developed through cooperation between luggage, lock and travel accessory manufacturers and the TSA. </FONT><FONT face="Arial, Helvetica, sans-serif">Under this system, TSA screeners are able to unlock and then relock luggage without damage through the use of passkey sets that are available to TSA screeners. These locks are accepted and recognized by the TSA for use at all airports where TSA screening is performed. </FONT></P> <P><FONT face="Arial, Helvetica, sans-serif"></FONT> </P> <P><FONT face="Arial, Helvetica, sans-serif">However, TSA does not approve or endorse this particular product and we expect additional vendors to provide different versions of these "Dual Custody" padlocks to the retail market. While we cannot guarantee that the TSA accepted locks will not be broken during security screening, we do request that you report such incidents to the TSA Contact Center (TCC) so that we can take appropriate action. </FONT></P> <P><FONT face="Arial, Helvetica, sans-serif"></FONT> </P> <P><FONT face="Arial, Helvetica, sans-serif">Additional information on these products can be found on the Travel Sentry web site at <U><FONT color=#0000ff>www.travelsentry.org</U></FONT></FONT><FONT face="Arial, Helvetica, sans-serif"> and on the Safe Skies web site at <U><FONT color=#0000ff>www.safeskieslocks.com</U></FONT></FONT><FONT face="Arial, Helvetica, sansserif">.</FONT></P> <P><FONT face="Arial, Helvetica, sans-serif">We have attached a copy of our claims form so that you may seek compensation for the replacement of your lock. While use of the form is not mandatory, it will help you ensure that you meet the legal requirements for filing a claim. </FONT></P> <P><FONT face="Arial, Helvetica, sans-serif"></FONT> </P> <P><FONT face="Arial, Helvetica, sans-serif">In order to protect your rights under federal law and to file a valid claim, you must send your claim in writing to TSA, stating the circumstances of the loss and the exact amount you are claiming (fair market value of lost or destroyed property, reasonable cost of repair for damaged property), within two years after your claim accrued. The claim must be signed by you or your authorized representative (e.g., an attorney or other personal representative with appropriate proof of authority). </FONT></P> <P><FONT face="Arial, Helvetica, sans-serif"></FONT> </P> <P><FONT face="Arial, Helvetica, sans-serif">You can satisfy the notice requirement by filling out the attached Standard Form 95 (claim form) in accordance with the instructions, and returning it to the address in box #1. Please be sure to follow the instructions carefully, and to fill out the claim form completely. </FONT></P> <P><FONT face=Arial></FONT> </P> <P><FONT face="Arial, Helvetica, sans-serif">Once the Claims Management Office has received your claim form, you will be sent a letter of acknowledgement and a claim number. You should keep the claim number for future reference when inquiring about your claim. TSA will try to resolve your claim as quickly as possible, but it may need time to make a further investigation of the facts. If TSA denies your claim, or has not finally resolved it within six months after you have filed it, you may have a right to bring your claim to court. </FONT></P> <P><FONT face="Arial, Helvetica, sans-serif"></FONT> </P> <P><FONT face="Arial, Helvetica, sans-serif">Please visit TSAGÇÖs Claims Management OfficeGÇÖs website at <A title=blocked::https://claims.tsa.dhs.gov/ href="https://claims.tsa.dhs.gov/">https://claims.tsa.dhs.gov</A> for information related to filing a claim, checking the status of a claim and other claim related issues.</FONT></P> <P><FONT face=Arial></FONT> </P> <P><FONT face=Arial></FONT> </P> <P><FONT face="Arial, Helvetica, sans-serif">TSA Contact Center</FONT></P> <P><FONT face="Arial, Helvetica, sans-serif"></FONT> </P> <P><FONT face="Arial, Helvetica, sans-serif"></FONT> </P></FONT></FONT></FONT></DIV> <DIV STYLE="font-family: Arial;color: #000000;"></DIV> </FONT><BR><br><br><DIV>--- Original Message ---<BR>From: (b) (6) ><BR>Received: 6/9/2008 8:54:48 AM Eastern Standard Time (GMT - 4:00 )<BR>To: "TSA Contact Center" <[email protected]><BR>Subject: Notification of Bag Inspection<BR><BR> <DIV>Dear TSA colleagues,</DIV> <DIV> </DIV> <DIV>Thursday, June 5, I took a flight from OKC via AA1675 thru Dallas via AA3845 to Guadalajara. Somewhere in route my bag was inspected by a TSA inspector and a notice of baggage inspection pamphlet was put in my bag. I fully support such efforts by TSA. However, my TSA-approved lock was no where to be found. I am now forced to continue my journey in Mexico without a lock...and there are a lot of little hands that feel thru bags in Mexico.</DIV> <DIV> </DIV> <DIV>Putting a TSA-approved lock securily back on the bag should be standard operating procedure for TSA inspectors. The locks are expensive, and the rest of the world is not so honest as the USA. If there is remuneration for such actions, my address is:</DIV> <DIV> </DIV>
(b) (6)
<DIV> </DIV> <DIV>Thank you for your attention to this matter,</DIV> <DIV> </DIV> <DIV (b) (6) DIV></DIV><BR><BR>------ TCC Control Number: ------<BR><<#205958-287157#>></body></html> END RECORD
CONTACT RECORD
EID: 50858276 Contact Type: Contact Date: 2008-06-09 19:11:44 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2008-06-09 19:11:44 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: (b) (6) Contact State: (b) (6) Contact Zip: (b) (6) Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Velvet belt in a ziplock bag, a long underwear top for skingmissing from checked bag@(ASP). Claim form was mailed.on 06/10/2008, Body: Agent Notes: Provided Lost and Found information to caller and SF-95 form mailed on (06/10/2008) Provided Lost and Found information to caller and SF-95 form mailed on (06/10/2008) NOI in the luggage. Velvet belt in a ziplock bag, a long underwear top for sking Follow Up: To TSOC Date: From TSOC Date: Last Updated By: Last Update Date: Opening Agent: Opened Date: 6/9/2008 7:11:44 PM Linked Event IDs:
(b) (6)
(b) (6)
(b) (6)
Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, Airline: Subject Category: Claim Form Requests - Missing items from Checked Baggage - Claim Form Requests - Missing items from Checked Baggage Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 50859141 Contact Type: Contact Date: 2008-06-10 12:49:15 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2008-01-10 12:49:15 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Caller wanted to report unprofessional behavior (I.E. rude yelling, cursing, abuse of power, perception,screener/employee refuses to answer questionsGǪ) displayed by TSA employee at: (OKC), she was treated rude last time she traveled, and she is disabled, the screeners that tried to help her, the supervisor screamed at them. Body: Agent Notes: Apologized to the caller, told caller to get badge numbers and names. Apologized to the caller, told caller to get badge numbers and names. Follow Up: To TSOC Date: From TSOC Date: Last Updated By: Last Update Date: Opening Agent: Opened Date: 6/10/2008 12:49:15 PM Linked Event IDs:
(b) (6)
(b) (6)
Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, SEA Seattle, WA, USA - Seattle Tacoma Intl Airport, SFO San Francisco, CA, USA - San Francisco Intl Airport, Airline: Subject Category: Discourteous- Rude Employee - Discourteous- Rude Employee Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 50859407 Contact Type: Contact Date: 2008-07-23 16:17:50 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2008-07-23 16:17:50 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: pocket knife and chapstick missing from checked bag@(OKC).NOI. Body: Agent Notes: Provided Lost and Found information to caller and SF-95 form mailed on (Date) Provided Lost and Found information to caller and SF-95 form mailed on (Date), Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Opening Agent: Opened Date: 7/23/2008 4:17:50 PM Linked Event IDs:
(b) (6)
Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, OKC Oklahoma City, OK, USA - Will Rogers World Airport, Airline: Subject Category: Claim Form Requests - Missing items from Checked Baggage - Claim Form Requests - Missing items from Checked Baggage Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 50860521 Contact Type: Contact Date: Medium: EMAIL Contact Status: CLOSED Incident Date: Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: (b) (6) Subject: ISSUE, Customer Service Feedback Body: THIS GENERATED EMAIL HAS BEEN SENT FROM TSA INTERNET CONTACT US-CUSTOMER SERVICE Remote Client IP: (b) (6) System Time: 6/23/2008 11:51:00 PM __________________________________________ User Name:
(b) (6)
User Email:
(b) (6)
__________________________________________ To: [email protected] Category: Security Issues Sub Category: All Other Security Issues Message: My name is I am a 27 year old single mother who took my son on vacation this week for what was supposed to be a relaxing fun trip for us to spend time together. We traveled from Oklahoma City OK with Southwest Airlines flight 2794 that left at 7:o5pm June 22nd 2008. Around 6:00 or 6:15 my son, (b) (6) who is only 7, and I came threw a check point in front of our gate number 16. I have only traveled once before so i am def. not a pro but i took my flip flops off and my sons shoes as everybody in line in front of me was doing and placed them along with my carry on backpack and purse in a bucket so it could all be ex rayed. When it was our turn my son went thru the metal detector first and then I did and (b) (6)(badge number (b) (6) im pretty sure) asked to see my boarding pass... i smiled and replied Oh Im so sorry i left it in my purse. Well i was immediatly aware I must be an IDIOT because he rolls his eyes and breathes heavily -raising his voice that I am NOT to leave it in my purse. So I attempt to step over to see if my purse is still visable so i could curdiously get it for him. Well I get yelled at again and he physically grabbed my shoulder which hurt b/c i have an open soar on my shoulder... so when i turn and look at him he raises both hands in the air like "im not touching you"... so the heavy set lady sitting on a stool pops off with instant attitude as well and says she has to get my boarding pass and i agree so i stand there and my pass is retrieved from my purse and he sees it and tells me and my son to go on. Well as Im putting my shoes on I realize my orange backpack is nowhere to be found. Everybody is busy and im standing there trying to ask if anybody has seen my backpack because there is probably a thousand dollars worth of electronics such as PSP, MP3, digital camera etc. The nice lady at the end is busy discussing the liquid in another passengers carry on and i didnt want to be rude and interupt so i walk up towards the x-ray lady and pleasantly ask her if she has seen my backpack and i get physically grabbed by Jerry again who screams at me that i just couldnt walk up there (im sorry -i didnt know) and he directs me thru the metal detector again and i have no problem complying at all and i guess i walked to fast b/c he threw his hands up
(b) (6)
in front of my face and chest and yelled to go back threw slowly so i back up and comply but im getting very upset from being pushed around at this time and i still havent found my backpack and my son is getting pushed further away from me by the line of people so i hold my hand out for my son to take as he walks close to me and (b) (6)physically barricades my son from getting to me and told him to stay back! I almost freaked out at this point- my momma bear, baby cub instincts were kicking in. So he lets me walk threw and I finally get my son but still no backpack and i start over asking for it as i was originally trying to do. The heavy lady sitting on the stool looking at the X-rays is yelling "well its not here- maybe its in the lobby- you need to just go on" as shes rolling her eyes, throwing her hands up, and shaking her head as if it was not her problem. I kept telling her i had JUST put it in the bucket five feet from her... she was not nice at all or willing to get up and move around a little to look... she just wanted me gone without my belongings.I honestly feel many passangers belongings could get stolen by TSA employees this way???? Well the very nice lady at the end saw i was crying frantically and ran over to look for me and it said had accidentally gotten stuck by the strap in the machine and she retrieved it for me. I asked why the big lady couldnt have just done that for me instead of try to push me and my son away empty handed. I had already looked at (b) (6) name tag and had his name but as im crying i ask for the big ladys name as well and (b) (6) refused to give me her name. I asked repeatedly stating that i am a conductor for Amtrak so I know this is the reason she wears a name tag and I was refused again. I wanted to walk over and get it myself but i was afraid (b) (6) might barricade me or put his hands on me or my son again. So I was given a comment card and pushed out of the way with no name of the heavy set lady working x-ray by gate 16 in OKC around 6 or 6:15... but my son was very upset- i was confused and crying. I had to hurry and find somewhere to duck to wipe my face- it was HUMILIATING. Even another male passenger going thru the line felt sorry for us and wished us luck. My son seriously thought something was wrong with his (b) (6) mother and was so deeply concerned his eyes teared up. Please write me back with a follow up on how these employees (inclusing were diciplined and i am curious if there is a mandatory class taken annually for TSA employees for customer service b/c this (b) (6) card states we as paying customers should have a customer-friendly experience at the checkpoint and it was no further from the truth. I will follow up and thank U for your time
(b) (6)
__________________________________________ Date and Time of message: 6/23/2008 11:51:00 PM Agent Notes: No Response Needed No Response Needed, E-mail already sent out to the CSQIM airport. Follow Up: To TSOC Date: From TSOC Date: Last Updated By: Last Update Date: Opening Agent: Opened Date: 6/24/2008 12:38:17 PM Linked Event IDs:
(b) (6)
of the OKC
(b) (6)
Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, Airline: Southwest AirlinesSouthwest Airlines, Subject Category: Duplicate Email (Email Team Only) - Duplicate Email (Email Team Only) Interaction Type: COMPLAINT Response Email: From: Prior Vendor To: [email protected] Subject: Re: Customer Service Feedback <<#212128-294476#>> Body: <html><HEAD><STYLE>p {margin-bottom: 0; margin-top: 0;}</STYLE></HEAD><body><FONT SIZE="2"> <DIV STYLE="font-family: Arial;color: #000000;"></DIV> </FONT><BR><br><br><DIV>--- Original Message ---<BR>From: < (b) (6) ><BR>Received: 6/24/2008 12:38:17 PM Eastern Standard Time (GMT - 4:00 )<BR>To: "TSA Contact Center" <[email protected]><BR>Subject: Customer Service Feedback<BR><BR> <META content="MS Exchange Server version 6.5.7651.59" name=Generator><!-- Converted from text/plain format --> <P><FONT size=2>THIS GENERATED EMAIL HAS BEEN SENT FROM TSA INTERNET CONTACT US-CUSTOMER SERVICE</FONT> </P> <P><FONT size=2>Remote Client IP: (b) (6) </FONT> <BR><FONT size=2>System Time: 6/23/2008 11:51:00 PM</FONT> <BR><FONT size=2>__________________________________________</FONT> </P> <P><FONT size=2>User Name: </FONT><BR><FONT size=2 (b) (6) /FONT> </P> <P><FONT size=2>User Email: </FONT><BR><FONT size=2 (b) (6) /FONT> <BR><FONT
size=2>__________________________________________</FONT> </P> <P><FONT size=2>To:</FONT> <BR><FONT size=2>[email protected]</FONT> </P> <P><FONT size=2>Category: </FONT><BR><FONT size=2>Security Issues</FONT> </P> <P><FONT size=2>Sub Category: </FONT><BR><FONT size=2>All Other Security Issues</FONT> </P> <P><FONT size=2>Message: </FONT><BR><FONT size=2>My name is(b) (6) I am a 27 year old single mother who took my son on vacation this week for what was supposed to be a relaxing fun trip for us to spend time together. We traveled from Oklahoma City OK with Southwest Airlines flight 2794 that left at 7:o5pm June 22nd 2008. Around 6:00 or 6:15 my son, (b) (6) who is only 7, and I came threw a check point in front of our gate number 16. I have only traveled once before so i am def. not a pro but i took my flip flops off and my sons shoes as everybody in line in front of me was doing and placed them along with my carry on backpack and purse in a bucket so (b) (6) it could all be ex rayed. When it was our turn my son went thru the metal detector first and then I did and (badge number (b) (6) im pretty sure) asked to see my boarding pass... i smiled and replied Oh Im so sorry i left it in my purse. Well i was immediatly aware I must be an IDIOT because he rolls his eyes and breathes heavily -raising his voice that I am NOT to leave it in my purse. So I attempt to step over to see if my purse is still visable so i could curdiously get it for him. Well I get yelled at again and he physically grabbed my shoulder which hurt b/c i have an open soar on my shoulder... so when i turn and look at him he raises both hands in the air like "im not touching you"... so the heavy set lady sitting on a stool pops off with instant attitude as well and says she has to get my boarding pass and i agree so i stand there and my pass is retrieved from my purse and he sees it and tells me and my son to go on. Well as Im putting my shoes on I realize my orange backpack is nowhere to be found. Everybody is busy and im standing there trying to ask if anybody has seen my backpack because there is probably a thousand dollars worth of electronics such as PSP, MP3, digital camera etc. The nice lady at the end is busy discussing the liquid in another passengers carry on and i didnt want to be rude and interupt so i walk up towards the x-ray lady and pleasantly ask her if she has seen my backpack and i get physically grabbed by (b) (6) again who screams at me that i just couldnt walk up there (im sorry -i didnt know) and he directs me thru the metal detector again and i have no problem complying at all and i guess i walked to fast b/c he threw his hands up in front of my face and chest and yelled to go back threw slowly so i back up and comply but im getting very upset from being pushed around at this time and i still havent found my backpack and my son is getting pushed further away from me by the line of people so i hold my hand out for my son to take as he walks close to me and Jerry physically barricades my son from getting to me and told him to stay back! I almost freaked out at this point- my momma bear, baby cub instincts were kicking in. So he lets me walk threw and I finally get my son but still no backpack and i start over asking for it as i was originally trying to do. The heavy lady sitting on the stool looking at the X-rays is yelling "well its not here- maybe its in the lobby- you need to just go on" as shes rolling her eyes, throwing her hands up, and shaking her head as if it was not her problem. I kept telling her i had JUST put it in the bucket five feet from her... she was not nice at all or willing to get up and move around a little to look... she just wanted me gone without my belongings.I honestly feel many passangers belongings could get stolen by TSA employees this way???? Well the very nice lady at the end saw i was crying frantically and ran over to look for me and it said had accidentally gotten stuck by the strap in the machine and she retrieved it for me. I asked why the big lady couldnt have just done that for me instead of try to push me and my son away empty handed. I had already looked at(b) (6) name tag and had his name but as im crying i ask for the big ladys name as well and refused to give me her name. I asked repeatedly stating that i am a conductor for Amtrak so I know this is the reason she wears a name tag and I was refused again. I wanted to walk over and get it myself (b) (6)might barricade me or put his hands on me or my son again. So I was given a comment card and pushed out of the but i was afraid way with no name of the heavy set lady working x-ray by gate 16 in OKC around 6 or 6:15... but my son was very upset- i was confused and crying. I had to hurry and find somewhere to duck to wipe my face- it was HUMILIATING. Even another male passenger going thru the line felt sorry for us and wished us luck. My son seriously thought something was wrong with his mother and was so deeply concerned his eyes teared up. Please write me back with a follow up on how these employees (inclusing (b) (6) were diciplined and i am curious if there is a mandatory class taken annually for TSA employees for customer service b/c this card states we as paying customers should have a customer-friendly experience at the checkpoint and it was no further from the truth. I will follow up and thank U for your time</FONT></P> <P><FONT size=2 (b) (6) /FONT> <BR><FONT size=2>(601) 616-3363</FONT> <BR><FONT size=2 (b) (6) </FONT> <BR><FONT size=2 (b) (6) 39325</FONT> </P> <P><FONT size=2>__________________________________________</FONT> <BR><FONT size=2>Date and Time of message: 6/23/2008 11:51:00 PM</FONT> </P></DIV><BR><BR>------ TCC Control Number: ------<BR><<#212128-294476#>></body></html> END RECORD
(b) (6)
CONTACT RECORD
EID: 50860528 Contact Type: Contact Date: Medium: EMAIL Contact Status: CLOSED Incident Date: Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: (b) (6) Subject: ISSUE, Customer Service Feedback Body: THIS GENERATED EMAIL HAS BEEN SENT FROM TSA INTERNET CONTACT US-CUSTOMER SERVICE Remote Client IP: (b) (6) System Time: 6/9/2008 1:21:35 PM __________________________________________ User Name:
(b) (6)
User Email:
(b) (6)
__________________________________________ To: [email protected] Category: Security Issues Sub Category: Urgent/Time Sensitive Message: Hi, I flew from Will Rogers World airport, Oklahoma to London Heathrow via Dallas international yesterday and landed in London Heathrow this morning on flt no AA050. When I got home and unpacked my lugguage I found a Motorola XTS 5000 radio serial No: 320CDE5414 with a No: 8 written on the front, and a notice of baggage inspection card. Has this radio been placed in my luggage by accident by the baggage checker and if so where do I send it back to? Please could you inform me as soon as possible if this is your property and what you would like me to do with it as I will be handing it over to the British Police within 7 days of this notice, unless I receive instructions to do otherwise. Many thanks in advance for your co-operation.
(b) (6)
Please beware I can be contacted on the following numbers if you need to speak to me urgently:
(b) (6)
__________________________________________ Date and Time of message: 6/9/2008 1:21:35 PM Agent Notes: Consumer Complaint BCC/CSM Response Consumer Complaint BCC/CSM Response, bcc(b) (6) SHM/CSQIM Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Opening Agent: Opened Date: 6/9/2008 3:38:39 PM Linked Event IDs: Responses: Response Airport: OKCOKC,Oklahoma City, OK, USA - Will Rogers World Airport, Airline: Subject Category: TSA Contact Information - TSA Contact Information Interaction Type: COMPLAINT Response Email: From: Prior Vendor To: (b) (6) Subject: Re: Customer Service Feedback <<#206872-288250#>> Body: <html><HEAD><STYLE>p {margin-bottom: 0; margin-top: 0;}</STYLE></HEAD><body><FONT SIZE="2"> <DIV STYLE="font-family: Arial;color: #000000;"><FONT size=3><FONT size=3><FONT size=3><FONT size=3><FONT size=3><FONT size=3><FONT size=3> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif">Thank you for your email message. We are sorry you were unhappy with your recent travel experience.</FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif"> <?xml:namespace prefix = o ns = "urn:schemas-microsoft-com:office:office" /><o:p></o:p></FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif">We have forwarded a copy of your email to the Customer Service Manager at <STRONG>OKC</STRONG> airport. The Customer Service Manager is responsible for ensuring that the screener workforce adheres to TSA principles for professional processing.</FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif"> <o:p></o:p></FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif">We monitor the number and nature of complaints we receive to track trends and spot areas of concern that may require special attention. This ongoing process will enable us to ensure prompt, corrective action whenever we determine that security-screening policies need modification or specific employees or screener teams are the subjects of repeated complaints.</FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif"> <o:p></o:p></FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif">Again, the TSA offers sincere apologies for the discomfort you experienced while traveling and</FONT><SPAN style="FONT-SIZE: 12pt; FONT-FAMILY: Arial; mso-fareast-fontfamily: 'Times New Roman'; mso-ansi-language: EN-US; mso-fareast-language: EN-US; mso-bidi-language: AR-SA"> encourage you to check the latest information at <A href="http://www.tsa.gov/">www.tsa.gov</A>.</SPAN><FONT face=Arial></FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif"> <o:p></o:p></FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif">TSA Contact Center</FONT></P><FONT face="Tahoma, Verdana, Arial" size=2></FONT></FONT></FONT></FONT></FONT></FONT></FONT></FONT></DIV> <DIV STYLE="font-family: Arial;color: #000000;"></DIV> </FONT><BR><br><br><DIV>--- Original Message ---<BR>From: < (b) (6) gt;<BR>Received: 6/9/2008 3:38:38 PM Eastern Standard Time (GMT - 4:00 )<BR>To: "TSA Contact Center" <[email protected]><BR>Subject: Customer Service Feedback<BR><BR> <META content="MS Exchange Server version 6.5.7638.1" name=Generator><!-- Converted from text/plain format --> <P><FONT size=2>THIS GENERATED EMAIL HAS BEEN SENT FROM TSA INTERNET CONTACT US-CUSTOMER SERVICE</FONT> </P> <P><FONT size=2>Remote Client IP: (b) (6) </FONT> <BR><FONT size=2>System Time: 6/9/2008 1:21:35 PM</FONT> <BR><FONT size=2>__________________________________________</FONT> </P> <P><FONT size=2>User Name: </FONT><BR><FONT size=2 /FONT> </P>
(b) (6)
<P><FONT size=2>User Email: </FONT><BR><FONT size=2 (b) (6) /FONT> <BR><FONT size=2>__________________________________________</FONT> </P> <P><FONT size=2>To:</FONT> <BR><FONT size=2>[email protected]</FONT> </P> <P><FONT size=2>Category: </FONT><BR><FONT size=2>Security Issues</FONT> </P> <P><FONT size=2>Sub Category: </FONT><BR><FONT size=2>Urgent/Time Sensitive</FONT> </P> <P><FONT size=2>Message: </FONT><BR><FONT size=2>Hi,</FONT> </P> <P><FONT size=2>I flew from Will Rogers World airport, Oklahoma to London Heathrow via Dallas international yesterday and landed in London Heathrow this morning on flt no AA050. When I got home and unpacked my lugguage I found a Motorola XTS 5000 radio serial No: 320CDE5414 with a No: 8 written on the front, and a notice of baggage inspection card. Has this radio been placed in my luggage by accident by the baggage checker and if so where do I send it back to?</FONT></P> <P><FONT size=2>Please could you inform me as soon as possible if this is your property and what you would like me to do with it as I will be handing it over to the British Police within 7 days of this notice, unless I receive instructions to do otherwise.</FONT></P> <P><FONT size=2>Many thanks in advance for your co-operation.</FONT> </P><BR> <P><FONT size=2 (b) (6) </FONT> </P> <P><FONT size=2>Please beware I can be contacted on the following numbers if you need to speak to me urgently:</FONT> </P> <P><FONT size=2>Home (b) (6) </FONT> <BR><FONT size=2>Mobile /FONT> <BR><FONT size=2>Work (b) (6) FONT> </P><BR> <P><FONT size=2>__________________________________________</FONT> <BR><FONT size=2>Date and Time of message: 6/9/2008 1:21:35 PM</FONT> </P></DIV><BR><BR>------ TCC Control Number: ------<BR><<#206872-288250#>></body></html> END RECORD
(b) (6)
CONTACT RECORD
EID: 50863666 Contact Type: Contact Date: 2008-06-13 09:48:05 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2008-06-02 09:48:05 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Caller works for the airline and is calling about a complaint she recieved from a mother regarding her son who recieved secondary screening. The mother stated that her son was told by a TSO that they will have to conduct a "butt test" and caller wants to know what this means and why it was necessary. Body: Agent Notes: Explained secondary screening to caller and informed caller that the levels of screening depends on the situation and will be up to the screener's discretion. Also informed caller that the TCC does not have any information regarding the term used by the TSO but advised caller that the mothers complaint will be forwarded to a CSM, requesting for clarification of this type of screening procedure. Explained secondary screening to caller and informed caller that the levels of screening depends on the situation and will be up to the screener's discretion. Also informed caller that the TCC does not have any information regarding the term used by the TSO but advised caller that the mothers complaint will be forwarded to a CSM, requesting for clarification of this type of screening procedure. caller did not provide phone number.
(b) (6)
Brief Description: (b) (6) works for Frontier Airlines and contacted the TCC regarding a complaint she received from a mother regarding her son who received secondary screening. The mother stated that her son was told by a TSO that they will have to conduct a "butt test" and she wants to know what this means and why it was necessary. Date of Incident: 6/2/08 Customer Name: (b) (6) Customer Contact Information: (b) (6) Airport: OKC Airline: Frontier Flight#: 186 Terminal/Gate: N/A Check In/Incident Time: 11:30am-12:00pm Carry On or Checked Baggage: N/A Baggage Tag Number: N/A Event ID #: 100108180180613
Follow Up: To TSOC Date: From TSOC Date: Last Updated By: Last Update Date: Opening Agent: Opened Date: 6/13/2008 9:48:05 AM Linked Event IDs:
(b) (6)
Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport,
Airline: Frontier AirFrontier Air, Subject Category: Secondary Screening - General - Secondary Screening - General Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 50869534 Contact Type: Contact Date: Medium: EMAIL Contact Status: CLOSED Incident Date: Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: (b) (6) Subject: ISSUE, Security concern Body:
(b) (6)
On June 13 I traveled from Munich/Germany to Chicago and on to Oklahoma City. In Germany, my 2 suitcases checked through with no problems, but my carry-on was inspected thoroughly on 2 occasions as I carried a portable nebulizer (medical device) with me, which presented itself on the screen as a solid mass. The motor of the unit measures 6 x 3.5GÇ¥. After going through customs in Chicago I immediately rechecked my 2 suitcases and then proceeded to go through security again in order to continue on to Oklahoma City. I am well familiar with the security checkpoints for Gates E and F and have little faith in their thoroughness, efficiency and even honesty. As predicted, my carry-on went through without as much as a glance at the screen. The time was approx. 4:30 pm on Friday, June 13th . I had chosen the far left lane, where a somewhat (b) (6) was manning the screen. (b) (6) When I picked up my suitcases in Oklahoma City I noticed one of them missing the luggage strap I had securely tied around it. The suitcase was a hard-shell, snap-top kind and one of the snaps was popped open. I donGÇÖt want the latter to happen, which is why I always secure it with a heavy-duty strap. Upon opening that suitcase at home, I found a notice of baggage inspection (in both of my suitcases) and the luggage strap wadded up inside (!). The contents where in unbelievable disarray and obviously carelessly stuffed back into the suitcase. I was not able to wear any of my clothes without re-ironing them and I was amazed that none of the items (some of them antique) that I had purchased in Germany were still intact. Please let me assure you that I do not object to having my suitcases inspected: I never lock them for that reason. However, it would seem prudent to only inspect the area where a supposedly suspicious item is located. I fail to see the necessity of randomly rummaging through my luggage and then carelessly stuffing the contents GÇôincluding the luggage strap - back inside. It is my sincere wish that this information is useful to you. Sincerely,
(b) (6)
___________________________________________________________________ _____ Get the Moviefone Toolbar <http://toolbar.aol.com/moviefone/download.html?ncid=aolcmp00050000000011> . Showtimes, theaters,
movie news, & more! Agent Notes: General Complaint w/Claim Response General Complaint w/Claim Response, Follow Up: To TSOC Date: From TSOC Date: Last Updated By: Last Update Date: Opening Agent: Opened Date: 6/17/2008 4:07:54 PM Linked Event IDs:
(b) (6)
Responses: Response Airport: OKCOKC,Oklahoma City, OK, USA - Will Rogers World Airport, Airline: Subject Category: Mishandling of Passengers Property - Disarrayed Carry-on/Checked Baggage - Mishandling of Passengers Property Disarrayed Carry-on/Checked Baggage Interaction Type: COMPLAINT Response Email: From: Prior Vendor To:
(b) (6)
Subject: Re: Security concern <<#209865-291761#>> Body: <html><HEAD><STYLE>p {margin-bottom: 0; margin-top: 0;}</STYLE></HEAD><body><FONT SIZE="2"> <DIV STYLE="font-family: Arial;color: #000000;"><FONT size=3><FONT size=3><FONT size=3><FONT size=3><FONT size=3><FONT size=3><FONT size=3><FONT size=3><FONT size=3> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif">Thank you for your electronic mail message concerning your travel experience.<SPAN style="mso-spacerun: yes"> </SPAN></FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif"><SPAN style="mso-spacerun: yes"></SPAN></FONT> </P><FONT face="Arial, Helvetica, sans-serif"><SPAN style="mso-spacerun: yes"> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><SPAN style="FONT-FAMILY: Arial"><FONT size=3>Enhanced security measures require that all checked baggage undergo some form of screening for prohibited items. Physical search of the luggage is required to clear every alarm. TSA screeners should exercise great care during the screening process to ensure that passengers' belongings are returned and not damaged when a bag needs to be opened. Unfortunately, on some occasions the screening process may fall short of our established standard. We apologize if these high standards were not met.<?xml:namespace prefix = o ns = "urn:schemas-microsoft-com:office:office" /><o:p></o:p></FONT></SPAN></P></SPAN></FONT> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif"><o:p></o:p></FONT> </P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif">We monitor the number and nature of complaints we receive to track trends and spot areas of concern that may require special attention.<SPAN style="mso-spacerun: yes"> </SPAN>This ongoing process will enable us to ensure prompt, corrective action whenever we determine that security screening policies need modification or specific employees or screener teams are the subject of repeated complaints.</FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif"> <o:p></o:p></FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif">The Transportation Security Administration (TSA) is responsible for reviewing all claims relating to the screening of passengers and their baggage.<SPAN style="mso-spacerun: yes"> </SPAN>In order to protect your rights under federal law and to file a valid claim, you must send your claim in writing to TSA, stating the circumstances of the loss and the exact amount you are claiming (fair market value of lost or destroyed property, reasonable cost of repair for damaged property), within two years after your claim accrued.<SPAN style="mso-spacerun: yes"> </SPAN>The claim must be signed by you or your authorized representative (e.g., an attorney or other personal representative with appropriate proof of authority).<SPAN style="mso-spacerun: yes"> </SPAN></FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif"> <o:p></o:p></FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif">You can satisfy the notice requirement by filling out the attached Standard Form 95 (claim form) in accordance with the instructions, and returning it to the address in box #1.<SPAN style="mso-spacerun: yes"> </SPAN>Please be sure to follow the instructions carefully, and to fill out the claim form completely.<SPAN style="mso-spacerun: yes"> </SPAN>While use of the form is not mandatory, it will help you ensure that you meet the legal requirements for filing a claim.<SPAN style="mso-spacerun: yes"> </SPAN></FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif"> <o:p></o:p></FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif"><SPAN style="FONT-SIZE: 12pt; FONTFAMILY: Arial; mso-fareast-font-family: 'Times New Roman'; mso-ansi-language: EN-US; mso-fareast-language: EN-US; mso-bidilanguage: AR-SA">Please visit TSAGÇÖs Claims Management OfficeGÇÖs website at <A title=blocked::https://claims.tsa.dhs.gov/ href="https://claims.tsa.dhs.gov/"><FONT size=3>https://claims.tsa.dhs.gov</FONT></A><FONT face="Arial, Helvetica, sansserif"><FONT size=3> </FONT></FONT> for information related to filing a claim, replacement forms, checking the status of a claim and other claim related issues.<SPAN style="mso-spacerun: yes"> </SPAN>If you have additional questions that are not addressed on this website, please contact the Claims Management Office at <A
href="http://[email protected]/">[email protected]</A>.</SPAN></FONT><FONT face="Arial, Helvetica, sansserif"> </FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif"><o:p></o:p></FONT> </P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif">Once the Claims Management Office has received your claim form, you will be sent a letter of acknowledgement and a claim number.<SPAN style="mso-spacerun: yes"> </SPAN>You should keep the claim number for future reference when inquiring about your claim.<SPAN style="mso-spacerun: yes"> </SPAN>TSA will try to resolve your claim as quickly as possible, but it may need time to make a further investigation of the facts.<SPAN style="mso-spacerun: yes"> </SPAN>If TSA denies your claim, or has not finally resolved it within six months after you have filed it, you may have a right to bring your claim to court.<SPAN style="mso-spacerun: yes"> </SPAN></FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif"></FONT> </P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif"><SPAN style="FONT-SIZE: 12pt; FONTFAMILY: Arial; mso-fareast-font-family: 'Times New Roman'; mso-ansi-language: EN-US; mso-fareast-language: EN-US; mso-bidilanguage: AR-SA"></SPAN></FONT><FONT face="Arial, Helvetica, sans-serif">We appreciate your taking the time to share your thoughts and concerns with us.<SPAN style="mso-spacerun: yes"> </SPAN></FONT><FONT face="Arial, Helvetica, sansserif"><SPAN style="FONT-FAMILY: Arial">We also encourage you to check the latest information at <A href="http://www.tsa.gov/">www.tsa.gov</A>.<o:p></o:p></SPAN></FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif"><o:p></o:p></FONT> </P><SPAN style="FONT-SIZE: 12pt; FONT-FAMILY: 'Times New Roman'; mso-fareast-font-family: 'Times New Roman'; mso-ansi-language: EN-US; mso-fareast-language: EN-US; mso-bidi-language: AR-SA"><FONT face="Arial, Helvetica, sans-serif">TSA Contact Center</FONT><B style="mso-bidi-font-weight: normal"><U><FONT face="Arial, Helvetica, sans-serif"> <BR style="PAGE-BREAK-BEFORE: always; msospecial-character: line-break" clear=all></FONT></U></B></SPAN><FONT face="Tahoma, Verdana, Arial" size=2></FONT></FONT></FONT></FONT></FONT></FONT></FONT></FONT></FONT></FONT></DIV> <DIV STYLE="font-family: Arial;color: #000000;"></DIV> </FONT><BR><br><br><DIV>--- Original Message ---<BR>From: < (b) (6) ><BR>Received: 6/17/2008 4:07:54 PM Eastern Standard Time (GMT - 4:00 )<BR>To: "TSA Contact Center" <[email protected]><BR>Subject: Security concern<BR><BR> <H1 style="MARGIN: 0in 0in 0pt"> <DIV class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Times New Roman" size=3>On June 13 I traveled from Munich/Germany to <?xml:namespace prefix = st1 ns = "urn:schemas-microsoft-com:office:smarttags" /><st1:City w:st="on">Chicago</st1:City> and on to <st1:place w:st="on"><st1:City w:st="on">Oklahoma City</st1:City></st1:place>. </FONT></DIV></H1> <DIV class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Times New Roman" size=3>In <st1:place w:st="on"><st1:countryregion w:st="on">Germany</st1:country-region></st1:place>, my 2 suitcases checked through with no problems, but my carry-on was inspected thoroughly on 2 occasions as I carried a portable nebulizer (medical device) with me, which presented itself on the screen as a solid mass. The motor of the unit measures 6 x 3.5GÇ¥.</FONT></DIV> <DIV class=MsoNormal style="MARGIN: 0in 0in 0pt"><?xml:namespace prefix = o ns = "urn:schemas-microsoft-com:office:office" /><o:p><FONT face="Times New Roman" size=3> </FONT></o:p></DIV> <DIV class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Times New Roman" size=3>After going through customs in <st1:City w:st="on">Chicago</st1:City> I immediately rechecked my 2 suitcases and then proceeded to go through security again in order to continue on to <st1:place w:st="on"><st1:City w:st="on">Oklahoma City</st1:City></st1:place>. I am well familiar with the security checkpoints for Gates E and F and have little faith in their thoroughness, efficiency and even honesty. As predicted, my carry-on went through without as much as a glance at the screen. The time was approx. 4:30 pm on Friday, June 13<SUP>th</SUP> . I had chosen the far left lane, where a somewhat (b) (6) was manning the screen.</FONT></DIV> <DIV class=MsoNormal style="MARGIN: 0in 0in 0pt"><o:p><FONT face="Times New Roman" size=3> </FONT></o:p></DIV> <DIV class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Times New Roman" size=3>When I picked up my suitcases in <st1:place w:st="on"><st1:City w:st="on">Oklahoma City</st1:City></st1:place> I noticed one of them missing the luggage strap I had securely tied around it. The suitcase was a hard-shell, snap-top kind and one of the snaps was popped open. I donGÇÖt want the latter to happen, which is why I always secure it with a heavy-duty strap. Upon opening that suitcase at home, I found a notice of baggage inspection (in both of my suitcases) and the luggage strap wadded up inside (!). The contents where in unbelievable disarray and obviously carelessly stuffed back into the suitcase. I was not able to wear any of my clothes without re-ironing them and I was amazed that none of the items (some of them antique) that I had purchased in <st1:place w:st="on"><st1:country-region w:st="on">Germany</st1:country-region></st1:place> were still intact.</FONT></DIV> <DIV class=MsoNormal style="MARGIN: 0in 0in 0pt"><o:p><FONT face="Times New Roman" size=3> </FONT></o:p></DIV> <DIV class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Times New Roman" size=3>Please let me assure you that I do not object to having my suitcases inspected: I never lock them for that reason. However, it would seem prudent to only inspect the area where a supposedly suspicious item is located. I fail to see the necessity of randomly rummaging through my luggage and then carelessly stuffing the contents GÇôincluding the luggage strap - back inside. </FONT></DIV> <DIV class=MsoNormal style="MARGIN: 0in 0in 0pt"><o:p><FONT face="Times New Roman" size=3> </FONT></o:p></DIV> <DIV class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Times New Roman" size=3>It is my sincere wish that this information is useful to you.</FONT></DIV> <DIV class=MsoNormal style="MARGIN: 0in 0in 0pt"><o:p><FONT face="Times New Roman" size=3> </FONT></o:p></DIV> <DIV class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Times New Roman" size=3>Sincerely,<BR>(b) (6) BR>(b) (6) BR>(b) (6) <BR> </DIV>
<H1 style="MARGIN: 0in 0in 0pt"><EM><FONT face="Times New Roman" size=5></FONT></EM> </H1> <DIV class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Times New Roman" size=3>___________________________________________________________________</FONT></DIV> <DIV class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Times New Roman"><st1:place w:st="on"><B style="mso-bidi-fontweight: normal"><SPAN style="FONT-SIZE: 14pt; mso-bidi-font-size: 10.0pt"><st1:PostalCode w:st="on"></st1:PostalCode></SPAN></B></st1:place><B style="mso-bidi-font-weight: normal"><SPAN style="FONT-SIZE: 14pt; msobidi-font-size: 10.0pt"><o:p></o:p></SPAN></B></FONT> </DIV></FONT> <DIV class=aol_ad_footer id=u8CA9EB70E57362C-53C-41F><FONT style="FONT: 10pt ARIAL, SAN-SERIF; COLOR: black"> <HR style="MARGIN-TOP: 10px"> <A title=http://toolbar.aol.com/moviefone/download.html?ncid=aolcmp00050000000011 href="http://toolbar.aol.com/moviefone/download.html?ncid=aolcmp00050000000011" target=_blank>Get the Moviefone Toolbar</A>. Showtimes, theaters, movie news, & more!</FONT> </DIV></DIV><BR><BR>------ TCC Control Number: ------<BR><<#209865291761#>></body></html> END RECORD
CONTACT RECORD
EID: 50870753 Contact Type: Contact Date: Medium: EMAIL Contact Status: CLOSED Incident Date: Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: (b) (6) Subject: ISSUE, TSA Contact Us: Complaints Body: THIS GENERATED EMAIL HAS BEEN SENT FROM TSA INTERNET CONTACT US -----------------------------------------------------------------------------------------------------------Remote Client IP: (b) (6) Date Time: 7/26/2008 10:05:25 AM ------------------------------------------------------------------------------------------------------------
Name: (b) (6) Email: (b) (6) Complaints:Airline Complaints Flight Info (If applicable. Enter Flight#/Airline/Terminal/Airport/Gate/Etc):Continental flight 5820 Will Rogers World Airport in Oklahoma City, OK Comments:Flight was canceled on July 26, 2008 due to what we were told were "mechanical problems." The "best" the airline could do for us was a four-hour wait in Oklahoma City for a flight to Dallas with a six-hour layover there. We would not arrive in Cleveland until about 9 p.m. that night with a two-hour drive ahead of us. We decided to take a flight the next morning. We lost a day of our vacation, not to mention the cost associated with driving to the airport, parking and moving bags Agent Notes: Forward Airline Forward Airline, Follow Up: To TSOC Date: From TSOC Date: Last Updated By: Last Update Date: Opening Agent: Opened Date: 7/27/2008 11:40:47 AM Linked Event IDs:
(b) (6)
Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, CLE Cleveland, OH, USA - Hopkins International Airport, Airline: Continental Airlines (present) -¬Continental Airlines (present) -¬, Subject Category: Airline- Service Complaints - Airline- Service Complaints Interaction Type: COMPLAINT Response Email: From: Prior Vendor To: (b) (6) Subject: Re: TSA Contact Us: Complaints <<#223278-307432#>> Body: <html><HEAD><STYLE>p {margin-bottom: 0; margin-top: 0;}</STYLE></HEAD><body><FONT SIZE="2">
<DIV STYLE="font-family: Arial;color: #000000;"><FONT size=3><FONT size=3><FONT size=3><FONT size=3><FONT size=3><FONT face="Tahoma, Verdana, Arial" size=2> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><SPAN style="FONT-FAMILY: Arial"><FONT size=3>Thank you for your email message.</FONT></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><SPAN style="FONT-FAMILY: Arial"></SPAN><SPAN style="FONT-FAMILY: Arial"><FONT size=3> <?xml:namespace prefix = o ns = "urn:schemas-microsoft-com:office:office" /><o:p></o:p></FONT></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><SPAN style="FONT-FAMILY: Arial"><FONT size=3>This message concerning Airline services was misdirected to the Transportation Security Administration (TSA). TSA encourages you to contact your airline for further assistance. <o:p></o:p></FONT></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><SPAN style="FONT-FAMILY: Arial"><FONT size=3> <o:p></o:p></FONT></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><SPAN style="FONT-FAMILY: Arial"><FONT size=3>We hope that this information is helpful and apologize for any inconvenience this has caused.</FONT></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><SPAN style="FONT-FAMILY: Arial"><FONT size=3></FONT></SPAN> </P><SPAN style="FONT-FAMILY: Arial"><FONT size=3> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><SPAN style="FONT-SIZE: 11pt; mso-bidi-font-size: 12.0pt"><FONT face="Arial, Helvetica, sans-serif"><FONT size=3>Please visit our website at <A href="http://www.tsa.gov/">www.tsa.gov</A> for additional information about TSA.<SPAN style="mso-spacerun: yes"> </SPAN>We continue to add new information and encourage you to check the website frequently for updated information.<o:p></o:p></FONT></FONT></SPAN></P><o:p></o:p></FONT></SPAN> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><SPAN style="FONT-FAMILY: Arial"><FONT size=3> <o:p></o:p></FONT></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT size=3><?xml:namespace prefix = st1 ns = "urn:schemas-microsoftcom:office:smarttags" /><st1:place w:st="on"><st1:PlaceName w:st="on"><SPAN style="FONT-FAMILY: Arial">TSA</SPAN></st1:PlaceName><SPAN style="FONT-FAMILY: Arial"> <st1:PlaceName w:st="on">Contact</st1:PlaceName> <st1:PlaceType w:st="on">Center</st1:PlaceType></SPAN></st1:place><SPAN style="FONT-FAMILY: Arial"><o:p></o:p></SPAN></FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><SPAN style="FONT-FAMILY: Arial"><o:p><FONT size=3> </FONT></o:p></SPAN></P> <P></FONT></FONT></FONT> </P></FONT></FONT></FONT></DIV> <DIV STYLE="font-family: Arial;color: #000000;"></DIV> </FONT><BR><br><br><DIV>--- Original Message ---<BR>From: < (b) (6) ><BR>Received: 7/27/2008 11:40:46 AM Eastern Standard Time (GMT - 4:00 )<BR>To: "TSA Contact Center" <[email protected]><BR>Subject: TSA Contact Us: Complaints<BR><BR>THIS GENERATED EMAIL HAS BEEN SENT FROM TSA INTERNET CONTACT US<BR>-----------------------------------------------------------------------------------------------------------<BR>Remote Client IP: (b) (6) <BR>Date Time: 7/26/2008 10:05:25 AM<BR>-----------------------------------------------------------------------------------------------------------<BR><BR> <TABLE style="FONT-SIZE: 12px; WIDTH: 750px" cellSpacing=1 cellPadding=3 border=2> <TBODY> <TR> <TD style="FONT-WEIGHT: bold; WIDTH: 200px">Name:</TD> <TD> </TD></TR> <TR> <TD style="FONT-WEIGHT: bold; WIDTH: 200px">Email:</TD> <TD </TD></TR> <TR> <TD style="FONT-WEIGHT: bold; WIDTH: 200px">Complaints:</TD> <TD>Airline Complaints</TD></TR> <TR> <TD style="FONT-WEIGHT: bold; WIDTH: 200px">Flight Info (If applicable. Enter Flight#/Airline/Terminal/Airport/Gate/Etc):</TD> <TD>Continental flight 5820 Will Rogers World Airport in Oklahoma City, OK</TD></TR> <TR> <TD style="FONT-WEIGHT: bold; WIDTH: 200px">Comments:</TD> <TD>Flight was canceled on July 26, 2008 due to what we were told were "mechanical problems." The "best" the airline could do for us was a four-hour wait in Oklahoma City for a flight to Dallas with a six-hour layover there. We would not arrive in Cleveland until about 9 p.m. that night with a two-hour drive ahead of us. We decided to take a flight the next morning. We lost a day of our vacation, not to mention the cost associated with driving to the airport, parking and moving bags.</TD></TR></TBODY></TABLE></DIV><BR><BR>-----TCC Control Number: ------<BR><<#223278-307432#>></body></html> END RECORD
(b) (6)
(b) (6)
CONTACT RECORD
EID: 50884962 Contact Type: Contact Date: 2008-08-08 14:51:19 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2008-08-08 14:51:19 Contact Prefix: Contact First Name: Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: (b) (6) Contact Address 2: Contact City: (b) (6) Contact State: (b) (6) Contact Zip: (b) (6) Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Caller stated she was missing her cell phone cord from her carry on @ OKC Body: Agent Notes: Provided caller with information on the claims process, and SF-95 mailed (8/8/2008) Provided caller with information on the claims process, and SF-95 mailed (8/8/2008) **Caller refuse to provide a callback number*** Caller doesnt remeber the date and time of the flight. Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Opening Agent: Opened Date: 8/8/2008 2:51:19 PM Linked Event IDs:
(b) (6)
Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, SAN San Diego, CA, USA - Lindbergh International Airport, Airline: Southwest AirlinesSouthwest Airlines, Subject Category: Claim Form Requests-Carry On - Claim Form Requests-Carry On Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 50887365 Contact Type: Contact Date: Medium: EMAIL Contact Status: CLOSED Incident Date: Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial:(b) (6) Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: (b) (6) Subject: ISSUE, TSA Contact Us: Complaints Body: THIS GENERATED EMAIL HAS BEEN SENT FROM TSA INTERNET CONTACT US -----------------------------------------------------------------------------------------------------------Remote Client IP: (b) (6) Date Time: 8/8/2008 9:04:43 PM ------------------------------------------------------------------------------------------------------------
Name Email Complaints:Inconsistent Screening (Different Practices between Airports) Flight Info (If applicable. Enter Flight#/Airline/Terminal/Airport/Gate/Etc):Flight 4305 (American Airlines) from OK City, Oklahoma to O'Hare in Chicago, IL. 8/8/08 Comments:Each time I leave from O'Hare & fly to Oklahoma City, Oklahoma I have no problem with checked thru baggage items. However, on my return flights from Oklahoma City to O'Hare, I always end up having something taken out of my checked thru baggage. According to your guidlines each of the items was permitted in checked thru baggage. This time it was a nail trimming kit that was removed at Will Rodgers Airport. The previous 2 times it was a Leatherman tool that I use for my work. Each time I had no problems getting these items from Chicago to Oklahoma. But when I try to bring them back home with me to Chicago one of them disappears. The first time one of my Leathermans was removed (2 years ago) there was a note inside my luggage indicating that a banned item had been taken out. Since then I have had another Leatherman removed and most recently the nail trimming kit. No note, and neither was a banned item. What's going on in Oklahoma Agent Notes: Consistency @ Airports Response Consistency @ Airports Response, Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Opening Agent: Opened Date: 8/11/2008 12:14:46 PM Linked Event IDs: Responses: Response Airport: OKCOKC,Oklahoma City, OK, USA - Will Rogers World Airport, ORD Chicago, IL, USA - O'hare International Airport, Airline: American Airlines -¬American Airlines -¬, Subject Category: Inconsistent Screening- Different Practices Between Airports - Inconsistent Screening- Different Practices Between Airports Interaction Type: COMPLAINT Response Email: From: Prior Vendor To:
(b) (6)
(b) (6)
Subject: Re: TSA Contact Us: Complaints <<#228329-313380#>> Body: <html><HEAD><STYLE>p {margin-bottom: 0; margin-top: 0;}</STYLE></HEAD><body><FONT SIZE="2"> <DIV STYLE="font-family: Arial;color: #000000;"><FONT size=3><FONT size=3><FONT size=3><FONT size=3><FONT size=3> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif">Thank you for your email message regarding your concerns about the consistency of procedures at our Nation's airports. </FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif"></FONT> </P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif">TSA has developed standard screening practices for all of our Nation's airports, and passengers can expect essentially the same procedures.<SPAN style="mso-spacerun: yes"> </SPAN>While the procedures are the same everywhere, the interpretation of those procedures results in some slight variations from airport to airport - situation to situation.<SPAN style="mso-spacerun: yes"> </SPAN></FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif"> <?xml:namespace prefix = o ns = "urn:schemas-microsoft-com:office:office" /><o:p></o:p></FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif">We work hard to achieve consistency in the security training process.<SPAN style="mso-spacerun: yes"> </SPAN>We inspect screening operations at airports and continue to monitor the number and nature of complaints we receive from the traveling public to track trends and spot areas of concern that may require special attention.<SPAN style="mso-spacerun: yes"> </SPAN>This ongoing process will enable us to ensure prompt, corrective action whenever we determine that security screening policies need modification or specific employees are the subject of repeated complaints.</FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face=Arial></FONT> </P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif"><SPAN style="FONT-SIZE: 12pt; FONTFAMILY: Arial; mso-fareast-font-family: 'Times New Roman'; mso-ansi-language: EN-US; mso-fareast-language: EN-US; mso-bidilanguage: AR-SA">We encourage you to check the latest information at <A href="http://www.tsa.gov/">www.tsa.gov</A>.</SPAN></FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif"> <o:p></o:p></FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif"> <o:p></o:p></FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif">TSA Contact Center</FONT></P><FONT face="Tahoma, Verdana, Arial" size=2></FONT></FONT></FONT></FONT></FONT></FONT></DIV> <DIV STYLE="font-family: Arial;color: #000000;"></DIV> </FONT><BR><br><br><DIV>--- Original Message ---<BR>From: <(b) (6) ><BR>Received: 8/11/2008 12:14:46 PM Eastern Standard Time (GMT - 4:00 )<BR>To: "TSA Contact Center" <[email protected]><BR>Subject: TSA Contact Us: Complaints<BR><BR>THIS GENERATED EMAIL HAS BEEN SENT FROM TSA INTERNET CONTACT US<BR>-----------------------------------------------------------------------------------------------------------<BR>Remote Client IP: (b) (6) <BR>Date Time: 8/8/2008 9:04:43 PM<BR>-----------------------------------------------------------------------------------------------------------<BR><BR> <TABLE style="FONT-SIZE: 12px; WIDTH: 750px" cellSpacing=1 cellPadding=3 border=2> <TBODY> <TR> <TD style="FONT-WEIGHT: bold; WIDTH: 200px">Name:</TD> <TD (b) (6) /TD></TR> <TR> <TD style="FONT-WEIGHT: bold; WIDTH: 200px">Email:</TD> <TD </TD></TR> <TR> <TD style="FONT-WEIGHT: bold; WIDTH: 200px">Complaints:</TD> <TD>Inconsistent Screening (Different Practices between Airports)</TD></TR> <TR> <TD style="FONT-WEIGHT: bold; WIDTH: 200px">Flight Info (If applicable. Enter Flight#/Airline/Terminal/Airport/Gate/Etc):</TD> <TD>Flight 4305 (American Airlines) from OK City, Oklahoma to O'Hare in Chicago, IL. 8/8/08</TD></TR> <TR> <TD style="FONT-WEIGHT: bold; WIDTH: 200px">Comments:</TD> <TD>Each time I leave from O'Hare & fly to Oklahoma City, Oklahoma I have no problem with checked thru baggage items. However, on my return flights from Oklahoma City to O'Hare, I always end up having something taken out of my checked thru baggage. According to your guidlines each of the items was permitted in checked thru baggage. This time it was a nail trimming kit that was removed at Will Rodgers Airport. The previous 2 times it was a Leatherman tool that I use for my work. Each time I had no problems getting these items from Chicago to Oklahoma. But when I try to bring them back home with me to Chicago one of them disappears. The first time one of my Leathermans was removed (2 years ago) there was a note inside my luggage indicating that a banned item had been taken out. Since then I have had another Leatherman removed and most recently the nail trimming kit. No note, and neither was a banned item. What's going on in Oklahoma.</TD></TR></TBODY></TABLE></DIV><BR><BR>------ TCC Control Number: ------<BR><<#228329313380#>></body></html> END RECORD
(b) (6)
CONTACT RECORD
EID: 50887955 Contact Type: Contact Date: 2008-08-12 17:39:49 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2008-08-12 17:39:49 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: 2 skate boards decs and swimming suits. perfumes in a zip top bag missing from two different checked bag@(OKC) NOI Body: Agent Notes: Provided Lost and Found information to caller offered a calim form Provided Lost and Found information to caller offered a calim formProvided Lost and Found information to caller and SF-95 form mailed on (Date), Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Opening Agent: Opened Date: 8/12/2008 5:39:49 PM Linked Event IDs:
(b) (6)
(b) (6)
Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, Airline: Subject Category: Claim Form Requests - Missing items from Checked Baggage - Claim Form Requests - Missing items from Checked Baggage Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 50889253 Contact Type: Contact Date: 2008-08-14 12:44:22 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2008-08-06 07:40:00 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Caller stated he was missing his cologne from his checked luggage @ OKC, Body: Agent Notes: Provided Lost and Found information to caller and advised caller how to download a claim form online. Provided Lost and Found information to caller and advised caller how to download a claim form online. NOI was inside. Follow Up: To TSOC Date: From TSOC Date: Last Updated By: Last Update Date: Opening Agent: Opened Date: 8/14/2008 12:44:22 PM Linked Event IDs:
(b) (6)
Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, Airline: American Airlines -¬American Airlines -¬, US Airways (present), Subject Category: Claim Form Requests - Missing items from Checked Baggage - Claim Form Requests - Missing items from Checked Baggage Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 50891025 Contact Type: Contact Date: 2008-08-15 17:34:39 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2008-08-13 10:30:39 Contact Prefix: Contact First Name: Contact Middle Initial: Contact Last Name: Contact Suffix: Contact Address 1: Contact Address 2: Contact City: (b) (6) Contact State: (b) (6) Contact Zip: (b) (6) Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Caller wanted to report that liquids were spilled into her bag. Body: Agent Notes: Advised caller we will note issue, and an FYI will be sent to the CSM at that airport who oversees the screening operation. SF-95 mailed out on 8-18-08 Advised caller we will note issue, and an FYI will be sent to the CSM at that airport who oversees the screening operation. SF-95 mailed out on 8-18-08 The TCC received the following information as an FYI. We are forwarding this information to you for your review.
(b) (6)
(b) (6)
(b) (6)
For Your Information: (b) (6) found her bag a mess after travel through OKC. She had liquid moisturizers in her bag that spilled all over everything. She also had a very expensive pair of jeans missing. I provided her with the information to contact the L&F & file a claim. Date of Incident: 8/13/08 Customer Name: (b) (6) Customer Contact Information: Airport: OKC Airline: Southwest Flight#: 1663 Terminal/Gate: C16 Check In/Incident Time: 10:30 AM Notice of Baggage Inspection: Yes Carry On or Checked Baggage: Checked Baggage Tag Number: N/A Event ID #: 300145042080815
(b) (6)
Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Opening Agent: Opened Date: 8/15/2008 5:34:39 PM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, PHX Phoenix, AZ, USA - Sky Harbor International Airport, SMF Sacramento, CA, USA - Sacramento Metropolitan, Airline: Southwest AirlinesSouthwest Airlines, Subject Category: Mishandling of Passengers Property - Damaged Items- Carry-on Baggage - Mishandling of Passengers Property Damaged Items- Carry-on Baggage Interaction Type: COMPLAINT
Response Email: END RECORD
CONTACT RECORD
EID: 50896073 Contact Type: Contact Date: 2008-11-28 09:33:03 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2008-11-18 06:00:03 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: (b) (6) Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Items missing from checked bag @ OKC - clothing Body: Agent Notes: Offered Lost and Found information to caller and claim forms. Offered Lost and Found information to caller and claim forms. 11/18/08 NOI was in bag OKC-LAS F3LA# ? @ 7:05am Gate# ? Bag# ?
Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Opening Agent: Opened Date: 11/28/2008 9:33:03 AM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, LAS Las Vegas, NV, USA - Mccarran International Airport, Airline: Frontier Airlines (present)Frontier Airlines (present), Subject Category: Claim Form Requests - Missing items from Checked Baggage - Claim Form Requests - Missing items from Checked Baggage Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 50900284 Contact Type: Contact Date: 2008-08-24 21:33:16 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2008-08-24 21:33:16 Contact Prefix: (b) (6) Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: (b) (6) Contact Address 2: Contact City: (b) (6) Contact State: (b) (6) Contact Zip: (b) (6) Contact Country: (b) (6) Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Caller requested a claim form be mail. , Body: Agent Notes: SF-95 form mailed on(8/24/2008) SF-95 form mailed on(8/24/2008) Follow Up: To TSOC Date: From TSOC Date: Last Updated By: Last Update Date: Opening Agent: Opened Date: 8/24/2008 9:33:16 PM Linked Event IDs:
(b) (6)
Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, Airline: Southwest AirlinesSouthwest Airlines, Subject Category: Claim Form Request-Mail - Claim Form Request-Mail Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 50902735 Contact Type: Contact Date: Medium: EMAIL Contact Status: CLOSED Incident Date: Contact Prefix: Contact First Name: Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: (b) (6) Subject: ISSUE, ISSUE, ISSUE, Baggage Issue Body: I wanted to file a complaint on the baggage group during my recent trip to NYC. I have already called and filed a complaint with the OKC American Airlines baggage manager (b) (6)
(b) (6)
Due to weather conditions my 1st flight (American Airlines) was delayed and I was rerouted in Dallas to NYC. Since there was a large delay I thought my luggage would be changed to my new flight plan but when I arrived in NYC my luggage did not on Friday. I received my luggage at my hotel on Sunday night. When I opened my luggage (lock still in place and no damage to the bag)all my valuables where missing. Someone had taken my Sony Camera with access($500 value) and all my valuable jewelry (mainly a pair of earrings white gold with stones($400.00 value). The person who took the items apparently had time to look thru everything because they didn't take anything that was not of real value. I use to feel good about sending my luggage, thought it was safe. I even had to pay for my luggage this trip but now I was told there is no security when sending your luggage? How can this be? I am out over $ 1000 in items and all I get is a sorry. There is nothing in place to avoid this, punish people for doing this, or reimbursing someone? I even purchased the special locks that are required. Please explain how this can happen and when expectations I can have. Will I be reimbursed? I travel a lot with my company and now think of traveling as a gamble if I will get back what I check in and pay the airlines to transport.
(b) (6)
(b) (6)
Agent Notes: Retrieve Items & Claims Response Retrieve Items & Claims Response, Lost or Rerouted Luggage Response, TCC Notice of Inspection, Placed airport code and lost and found number (OKC/405-680-3233) into the retrieve items and claims response. Merged 3 different responses to address the consumer's concerns. Deleted all paragraphs and sentences that would not assist in answering the consumer's concerns. Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Opening Agent: Opened Date: 8/26/2008 10:52:21 AM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, Airline: American Airlines -¬American Airlines -¬,
Subject Category: Claim Form Requests - Missing items from Checked Baggage - Claim Form Requests - Missing items from Checked Baggage Interaction Type: COMPLAINT Response Email: From: Prior Vendor To:
(b) (6)
Subject: Re: Baggage Issue <<#234600-320677#>> Body: <html><HEAD><STYLE>p {margin-bottom: 0; margin-top: 0;}</STYLE></HEAD><body><FONT SIZE="2"> <DIV STYLE="font-family: Arial;color: #000000;"><FONT size=3><FONT size=3><FONT size=3><FONT size=3><FONT size=3><FONT size=3> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><SPAN style="FONT-FAMILY: Arial">Thank you for your email message. We apologize for any inconvenience you have encountered during your travel.<?xml:namespace prefix = o ns = "urn:schemas-microsoftcom:office:office" /><o:p></o:p></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><SPAN style="FONT-FAMILY: Arial"></SPAN> </P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><SPAN style="FONT-FAMILY: Arial"><SPAN style="COLOR: black; FONT-FAMILY: Arial"><FONT size=3>Air carriers are responsible for identifying passengers, controlling passengers to checkpoints, controlling gate access, and controlling baggage before and after screening. <o:p></o:p></FONT></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><SPAN style="COLOR: black; FONT-FAMILY: Arial"><o:p><FONT size=3> </FONT></o:p></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><SPAN style="COLOR: black; FONT-FAMILY: Arial"><FONT size=3>TSA employees are responsible for all passenger and baggage screening to ensure that prohibited items are not placed on board aircraft. TSA consults regularly with its various partners to effectively integrate their respective security responsibilities.<SPAN style="mso-spacerun: yes"> </SPAN></FONT></SPAN><SPAN style="COLOR: black; FONT-FAMILY: Arial"><FONT size=3>We encourage you to contact American Airlines for their policies on lost and/or rerouted luggage. </FONT></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><SPAN style="COLOR: black; FONT-FAMILY: Arial"><FONT size=3></FONT></SPAN> </P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><SPAN style="COLOR: black; FONT-FAMILY: Arial"><FONT size=3><SPAN style="COLOR: black; FONT-FAMILY: 'Arial','sans-serif'"><FONT size=3>However, enhanced security measures require that all checked baggage undergo screening for prohibited items.<SPAN style="mso-spacerun: yes"> </SPAN>A physical search of the luggage may be required to clear an alarm.<SPAN style="mso-spacerun: yes"> </SPAN>Transportation Security Officers (TSOs) are required to exercise great care during the screening process to ensure that passengersGÇÖ belongings are returned and not damaged when a bag needs to be opened.<SPAN style="mso-spacerun: yes"> </SPAN><o:p></o:p></FONT></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><SPAN style="FONT-FAMILY: 'Arial','sans-serif'"><o:p><FONT size=3> </FONT></o:p></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><SPAN style="FONT-FAMILY: 'Arial','sans-serif'"><FONT size=3>If a <SPAN style="COLOR: black">Transportation Security Officer (TSO)</SPAN> needs to open and search a checked bag that is unlocked or locked in order to resolve an alarm, the TSO will place a Notice of Inspection (NOI) inside the bag in order to alert the passenger that his or her bag has been searched.<SPAN style="mso-spacerun: yes"> </SPAN>The NOI also contains instructions on what to do if the passenger has a complaint.<SPAN style="mso-spacerun: yes"> </SPAN>The lack of an NOI suggests that TSA might have never physically inspected <SPAN style="mso-bidi-font-weight: bold">your luggage.<o:p></o:p></SPAN></FONT></SPAN></P><o:p></o:p></FONT></SPAN> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><SPAN style="COLOR: black; FONT-FAMILY: Arial"><FONT size=3> <o:p></o:p></FONT></SPAN></P></SPAN> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><SPAN style="FONT-FAMILY: Arial"><SPAN style="FONT-FAMILY: Arial">With that said; each airport establishes procedures for handling lost and found items.<SPAN style="mso-spacerun: yes"> </SPAN>TSA follows those procedures where they exist.<SPAN style="mso-spacerun: yes"> </SPAN>The airports in those instances are responsible for holding and disposing items under applicable local laws.<SPAN style="mso-spacerun: yes"> </SPAN>Items such as locks, tags, straps, and other external luggage pieces are often lost or damaged as the baggage goes through the baggage handling equipment and may or may not have been found by airline/airport personnel.<SPAN style="mso-spacerun: yes"> </SPAN><o:p></o:p></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><SPAN style="FONT-FAMILY: Arial"><o:p> </o:p></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><SPAN style="FONT-FAMILY: Arial">In an airport where no policy exists, found articles are collected, stored, and disposed of under General Services Administration rules.<SPAN style="mso-spacerun: yes"> </SPAN>TSA is unable to identify and return all items, but may be able to locate and return items on a case-by-case basis.<SPAN style="mso-spacerun: yes"> </SPAN><U>We suggest you contact the OKC airport at which your items were confiscated or lost at 405-680-3233.<o:p></o:p></U></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"></SPAN><SPAN style="FONT-FAMILY: Arial"> <o:p></o:p></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><SPAN style="FONT-FAMILY: Arial">We work very hard to achieve consistency in the security processes. As we inspect screening operations at airports and receive feedback from the traveling public, we address inconsistencies and ensure corrective actions are taken, when necessary. We will continue to do all that we can to inspect screening operations and provide written procedures and training to specify how the process is to be applied. <o:p></o:p></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><SPAN style="FONT-FAMILY: Arial"> <o:p></o:p></SPAN></P>
<P class=MsoNormal style="MARGIN: 0in 0in 0pt"><SPAN style="FONT-FAMILY: Arial">The Transportation Security Administration (TSA) is responsible for reviewing all claims relating to the screening of passengers and their baggage. In order to protect your rights under federal law and to file a valid claim, you must send your claim in writing to TSA, stating the circumstances of the loss and the exact amount you are claiming (fair market value of lost or destroyed property, reasonable cost of repair for damaged property), within two years after your claim accrued. The claim must be signed by you or your authorized representative (e.g., an attorney or other personal representative with appropriate proof of authority). <o:p></o:p></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><SPAN style="FONT-FAMILY: Arial"> <o:p></o:p></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><SPAN style="FONT-FAMILY: Arial">You can satisfy the notice requirement by filling out the attached Standard Form 95 (claim form) in accordance with the instructions, and returning it to the address in <?xml:namespace prefix = st1 ns = "urn:schemas-microsoft-com:office:smarttags" /><st1:address w:st="on"><st1:Street w:st="on">box #</st1:Street>1</st1:address>. Please be sure to follow the instructions carefully, and to fill out the claim form completely. While use of the form is not mandatory, it will help you ensure that you meet the legal requirements for filing a claim. <o:p></o:p></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><SPAN style="FONT-FAMILY: Arial"> <o:p></o:p></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><SPAN style="FONT-FAMILY: Arial">Once the Claims Management Office has received your claim form, you will be sent a letter of acknowledgement and a claim number. You should keep the claim number for future reference when inquiring about your claim. TSA will try to resolve your claim as quickly as possible, but it may need time to make a further investigation of the facts. If TSA denies your claim, or has not finally resolved it within six months after you have filed it, you may have a right to bring your claim to court. <o:p></o:p></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><SPAN style="FONT-FAMILY: Arial"><o:p> </o:p></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><SPAN style="FONT-FAMILY: Arial">Please visit TSAGÇÖs Claims Management OfficeGÇÖs website at <A title=blocked::https://claims.tsa.dhs.gov/ href="https://claims.tsa.dhs.gov/"><FONT size=3>https://claims.tsa.dhs.gov</FONT></A><FONT face="Arial, Helvetica, sans-serif"><FONT size=3> </FONT></FONT> for information related to filing a claim, checking the status of a claim and other claim related issues.<SPAN style="mso-spacerun: yes"> </SPAN>If you have additional questions that are not addressed on this website, please contact the Claims Management Office at <A href="http://[email protected]/">[email protected]</A>.<o:p></o:p></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><SPAN style="FONT-FAMILY: Arial"> <o:p></o:p></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><SPAN style="FONT-FAMILY: Arial">We hope that this provides you with all of the information you need. If you have further questions, please feel free to call TSA, toll free, at (866) 2899673.<o:p></o:p></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><SPAN style="FONT-FAMILY: Arial"> <o:p></o:p></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><SPAN style="FONT-FAMILY: Arial"> <o:p></o:p></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><st1:place w:st="on"><st1:PlaceName w:st="on"><SPAN style="FONT-FAMILY: Arial">TSA</SPAN></st1:PlaceName><SPAN style="FONT-FAMILY: Arial"> <st1:PlaceName w:st="on">Contact</st1:PlaceName> <st1:PlaceType w:st="on">Center</st1:PlaceType></SPAN></st1:place></P></FONT></FONT></FONT></FONT></FONT></FONT></DIV> <DIV STYLE="font-family: Arial;color: #000000;"></DIV> </FONT><BR><br><br><DIV>--- Original Message ---<BR>From: (b) (6) 10:52:21 AM Eastern Standard Time (GMT - 4:00 )<BR>To: "TSA Contact Center" <[email protected]>,"TSAClaimsOffice" <[email protected]><BR>Cc: < (b) Baggage Issue<BR><BR> <META content="Microsoft Word 12 (filtered medium)" name=Generator> <STYLE> <!-/* Font Definitions */ @font-face {font-family:"Cambria Math"; panose-1:2 4 5 3 5 4 6 3 2 4;} @font-face {font-family:Calibri; panose-1:2 15 5 2 2 2 4 3 2 4;} @font-face {font-family:"Harlow Solid Italic"; panose-1:4 3 6 4 2 15 2 2 13 2;} /* Style Definitions */ p.MsoNormal, li.MsoNormal, div.MsoNormal {margin:0in; margin-bottom:.0001pt; font-size:12.0pt; font-family:"Times New Roman","serif";} a:link, span.MsoHyperlink {mso-style-priority:99; color:blue; text-decoration:underline;} a:visited, span.MsoHyperlinkFollowed gt;<BR>Received: 8/26/2008
(6)
><BR>Subject:
{mso-style-priority:99; color:purple; text-decoration:underline;} p {mso-style-priority:99; mso-margin-top-alt:auto; margin-right:0in; mso-margin-bottom-alt:auto; margin-left:0in; font-size:12.0pt; font-family:"Times New Roman","serif";} span.EmailStyle18 {mso-style-type:personal-reply; font-family:"Calibri","sans-serif"; color:#1F497D;} .MsoChpDefault {mso-style-type:export-only; font-size:10.0pt;} @page Section1 {size:8.5in 11.0in; margin:1.0in 1.0in 1.0in 1.0in;} div.Section1 {page:Section1;} --> </STYLE> <DIV class=Section1> <P><SPAN style="FONT-FAMILY: 'Calibri','sans-serif'">I wanted to file a complaint on the baggage group during my recent trip to NYC. I have already called and filed a complaint with the OKC American Airlines</SPAN> <SPAN style="FONT-FAMILY: 'Calibri','sansserif'">baggage</SPAN> <SPAN style="FONT-FAMILY: 'Calibri','sans-serif'">manager (b) (6)</SPAN><?xml:namespace prefix = o ns = "urn:schemas-microsoft-com:office:office" /><o:p></o:p></P> <P><SPAN style="FONT-FAMILY: 'Calibri','sans-serif'">Due to weather conditions my 1st flight (American Airlines) was delayed and I was rerouted in Dallas to NYC. Since there was a large delay I thought my luggage would be changed to my new flight plan but when I arrived in NYC my luggage did not on Friday. I received my luggage at my hotel on Sunday night. When I opened my luggage (lock still in place and no damage to the bag)all my valuables where missing. Someone had taken my Sony Camera with access($500 value) and all my valuable</SPAN> <SPAN style="FONT-FAMILY: 'Calibri','sans-serif'">jewelry (mainly a pair of earrings white gold with stones($400.00 value). </SPAN><o:p></o:p></P> <P><SPAN style="FONT-FAMILY: 'Calibri','sans-serif'">The person who took the items apparently had time to look thru everything because they didn't take anything that was not of real value. </SPAN><o:p></o:p></P> <P><SPAN style="FONT-FAMILY: 'Calibri','sans-serif'">I use to feel good about sending my luggage, thought it was safe. I even had to pay for my luggage this trip but now I was told there is no security when sending your luggage? How can this be? I am out over $ 1000 in items and all</SPAN> <SPAN style="FONT-FAMILY: 'Calibri','sans-serif'">I get is a sorry. There is nothing in place to avoid this, punish people for doing this, or reimbursing someone? I even purchased the special locks that are required. Please explain how this can happen and when expectations I can have. Will I be reimbursed? </SPAN><o:p></o:p></P> <P><SPAN style="FONT-FAMILY: 'Calibri','sans-serif'">I travel a</SPAN> <SPAN style="FONT-FAMILY: 'Calibri','sans-serif'">lot with my company and now think of traveling as a gamble if I will get back what I check in and pay the airlines to transport.</SPAN><o:p></o:p></P> <P><SPAN style="FONT-SIZE: 13.5pt; COLOR: navy; FONT-FAMILY: 'Harlow Solid Italic'" (b) (6) </SPAN><SPAN style="FONT-SIZE: 13.5pt; FONT-FAMILY: 'Harlow Solid Italic'"><o:p></o:p></SPAN></P> <P><SPAN style="FONT-SIZE: 11pt; COLOR: #1f497d; FONT-FAMILY: 'Calibri','sans-serif'">Email: <A href="mailto (b) (6) /A><o:p></o:p></SPAN></P> (b) (6) <P><SPAN style="FONT-SIZE: 11pt; COLOR: #1f497d; FONT-FAMILY: 'Calibri','sans-serif'">Phone: (b) (6) (b) (6) <o:p></o:p></SPAN></P></DIV></DIV><BR><BR>------ TCC Control Number: ------<BR><<#234600-320677#>></body></html> END RECORD
CONTACT RECORD
EID: 50904512 Contact Type: Contact Date: 2008-08-30 10:45:35 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2008-08-28 10:24:35 Contact Prefix: (b) (6) Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: (b) (6) Contact Address 2: Contact City: (b) (6) Contact State: (b) (6) Contact Zip: (b) (6) Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Navigational system missing from checked bag @ (RKS). Enter date claim form was mailed (9/1/08). Body: Agent Notes: Provided Lost and Found information to caller and SF-95 form mailed on (9/1/08). Provided Lost and Found information to caller and SF-95 form mailed on (9/1/08). Notice of baggae inspection present inside of baggage. Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Opening Agent: Opened Date: 8/30/2008 10:45:35 AM Linked Event IDs: Responses: Response Airport: OKCOKC,Oklahoma City, OK, USA - Will Rogers World Airport, RKS,Rock Springs, WY, USA - Rock Springs Sweetwater Cty Arpt, Airline: United Airlines -¬United Airlines -¬, Subject Category: Claim Form Requests - Missing items from Checked Baggage - Claim Form Requests - Missing items from Checked Baggage Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 50905371 Contact Type: Contact Date: Medium: EMAIL Contact Status: CLOSED Incident Date: Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: (b) (6) Subject: ISSUE, TSA Contact Us: Complaints Body: THIS GENERATED EMAIL HAS BEEN SENT FROM TSA INTERNET CONTACT US -----------------------------------------------------------------------------------------------------------Remote Client IP: (b) (6) Date Time: 8/29/2008 2:51:52 PM ------------------------------------------------------------------------------------------------------------
(b) (6)
Name: Email: Complaints:Damaged or Missing items in Checked or Carry-on Baggage Flight Info (If applicable. Enter Flight#/Airline/Terminal/Airport/Gate/Etc):OKC 29 AUG 2008 American Airlines FLT #848 OKC to DFW to ELP Gate 4 Comments:I am experiencing difficulty with both my blackberry and my I-pod since going through the screening. I was carrying both items in my carry on, and I verbally identified them. Both screens have turned pink. I have turned them off and back on, removed the batteries and replaced. This has never happened before and I don't believe that it is just a coincidence that both electronics have chosen to go funny at the very same time. I am still in the airport. Please advise (b) (6) Thank you for your prompt attention (b) (6) Agent Notes: Claim Request Claim Request, Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Opening Agent: Opened Date: 8/29/2008 6:26:37 PM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, DFW Dallas/Ft Worth, TX, USA - Dallas Ft Worth International, ELP El Paso, TX, USA - El Paso International Airport, Airline: American Airlines -¬American Airlines -¬, Subject Category: Claim Form Requests-Carry On - Claim Form Requests-Carry On Interaction Type: COMPLAINT Response Email: From: Prior Vendor To: (b) (6)
(b) (6)
Subject: Re: TSA Contact Us: Complaints <<#235888-322231#>> Body: <html><HEAD><STYLE>p {margin-bottom: 0; margin-top: 0;}</STYLE></HEAD><body><FONT SIZE="2"> <DIV STYLE="font-family: Arial;color: #000000;"><FONT size=3><FONT size=3><FONT size=3><FONT size=3><FONT size=3><FONT size=3><FONT size=3><FONT size=3><FONT size=3><FONT size=3> <P class=MsoNormal style="MARGIN: 0in 0in 0pt; mso-layout-grid-align: none"><SPAN style="FONT-SIZE: 11pt; mso-bidi-font-size: 10.0pt"><FONT face="Arial, Helvetica, sans-serif" size=3>Thank you for your e-mail message.<SPAN style="mso-spacerun: yes"> </SPAN></FONT></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt; mso-layout-grid-align: none"><SPAN style="FONT-SIZE: 11pt; FONT-FAMILY: Fixedsys; mso-bidi-font-size: 9.0pt; mso-bidi-font-family: Fixedsys"><FONT face="Arial, Helvetica, sans-serif"><FONT size=3> </FONT></FONT></SPAN><SPAN style="FONT-SIZE: 11pt; FONT-FAMILY: Fixedsys; mso-bidi-font-size: 9.0pt; mso-bidifont-family: Fixedsys"><FONT face="Arial, Helvetica, sans-serif"><FONT size=3> <?xml:namespace prefix = o ns = "urn:schemasmicrosoft-com:office:office" /><o:p></o:p></FONT></FONT></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt; mso-layout-grid-align: none"><SPAN style="FONT-SIZE: 11pt; FONT-FAMILY: Fixedsys; mso-bidi-font-size: 9.0pt; mso-bidi-font-family: Fixedsys"><FONT face="Arial, Helvetica, sans-serif"><FONT size=3>The Transportation Security Administration (TSA) is responsible for reviewing all claims relating to the screening of passengers and their baggage.<SPAN style="mso-spacerun: yes"> </SPAN>In order to protect your rights under federal law and to file a valid claim, you must send your claim in writing to TSA, stating the circumstances of the loss and the exact amount you are claiming (fair market value of lost or destroyed property, reasonable cost of repair for damaged property), within two years after your claim accrued.<SPAN style="mso-spacerun: yes"> </SPAN>The claim must be signed by you or your authorized representative (e.g., an attorney or other personal representative with appropriate proof of authority).<SPAN style="mso-spacerun: yes"> </SPAN><o:p></o:p></FONT></FONT></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt; mso-layout-grid-align: none"><SPAN style="FONT-SIZE: 11pt; FONT-FAMILY: Fixedsys; mso-bidi-font-size: 9.0pt; mso-bidi-font-family: Fixedsys"><FONT face="Arial, Helvetica, sans-serif"><FONT size=3> <o:p></o:p></FONT></FONT></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt; mso-layout-grid-align: none"><SPAN style="FONT-SIZE: 11pt; FONT-FAMILY: Fixedsys; mso-bidi-font-size: 9.0pt; mso-bidi-font-family: Fixedsys"><FONT face="Arial, Helvetica, sans-serif"><FONT size=3>You can satisfy the notice requirement by filling out the attached Standard Form 95 (claim form) in accordance with the instructions, and returning it to the address in box #1.<SPAN style="mso-spacerun: yes"> </SPAN>Please be sure to follow the instructions carefully, and to fill out the claim form completely.<SPAN style="mso-spacerun: yes"> </SPAN>While use of the form is not mandatory, it will help you ensure that you meet the legal requirements for filing a claim.<SPAN style="mso-spacerun: yes"> </SPAN><o:p></o:p></FONT></FONT></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt; mso-layout-grid-align: none"><SPAN style="FONT-SIZE: 11pt; FONT-FAMILY: Fixedsys; mso-bidi-font-size: 9.0pt; mso-bidi-font-family: Fixedsys"><FONT face="Arial, Helvetica, sans-serif"><FONT size=3> <o:p></o:p></FONT></FONT></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt; mso-layout-grid-align: none"><SPAN style="FONT-SIZE: 11pt; FONT-FAMILY: Fixedsys; mso-bidi-font-size: 9.0pt; mso-bidi-font-family: Fixedsys"><FONT face="Arial, Helvetica, sans-serif"><FONT size=3>Once the Claims Management Office has received your claim form, you will be sent a letter of acknowledgement and a claim number.<SPAN style="mso-spacerun: yes"> </SPAN>You should keep the claim number for future reference when inquiring about your claim.<SPAN style="mso-spacerun: yes"> </SPAN>TSA will try to resolve your claim as quickly as possible, but it may need time to make a further investigation of the facts.<SPAN style="mso-spacerun: yes"> </SPAN>If TSA denies your claim, or has not finally resolved it within six months after you have filed it, you may have a right to bring your claim to court.<SPAN style="msospacerun: yes"> </SPAN><o:p></o:p></FONT></FONT></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt; mso-layout-grid-align: none"><SPAN style="FONT-SIZE: 11pt; FONT-FAMILY: Fixedsys; mso-bidi-font-size: 9.0pt; mso-bidi-font-family: Fixedsys"><FONT face="Arial, Helvetica, sans-serif"><FONT size=3> <o:p></o:p></FONT></FONT></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt; mso-layout-grid-align: none"><SPAN style="FONT-SIZE: 11pt; FONT-FAMILY: Fixedsys; mso-bidi-font-size: 9.0pt; mso-bidi-font-family: Fixedsys"><FONT face="Arial, Helvetica, sans-serif"><FONT size=3>Please visit TSAGÇÖs Claims Management OfficeGÇÖs website at </FONT><A title=blocked::https://claims.tsa.dhs.gov/ href="https://claims.tsa.dhs.gov/"><FONT size=3>https://claims.tsa.dhs.gov</FONT></A></FONT><FONT face="Arial, Helvetica, sansserif"><FONT size=3> for information related to filing a claim, checking the status of a claim and other claim related issues.<o:p></o:p></FONT></FONT></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt; mso-layout-grid-align: none"><SPAN style="FONT-SIZE: 11pt; FONT-FAMILY: Fixedsys; mso-bidi-font-size: 9.0pt; mso-bidi-font-family: Fixedsys"><FONT face="Arial, Helvetica, sans-serif"><FONT size=3> <o:p></o:p></FONT></FONT></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt; mso-layout-grid-align: none"><SPAN style="FONT-SIZE: 11pt; FONT-FAMILY: Fixedsys; mso-bidi-font-size: 9.0pt; mso-bidi-font-family: Fixedsys"><FONT face="Arial, Helvetica, sans-serif" size=3>We hope that this provides you with all of the information you need. If you have additional questions related to the claims process, please contact the Claims Management Office at </FONT><A href="mailto:[email protected]"><SPAN style="COLOR: windowtext"><FONT face="Arial, Helvetica, sans-serif" size=3>[email protected]</FONT></SPAN></A><FONT face="Arial, Helvetica, sans-serif" size=3>. </FONT></SPAN><SPAN style="FONT-SIZE: 11pt; mso-bidi-font-size: 12.0pt"><FONT face="Arial, Helvetica, sansserif"><FONT size=3>Please visit our website at <A href="http://www.tsa.gov/">www.tsa.gov</A> for additional information about TSA.<SPAN style="mso-spacerun: yes"> </SPAN>We continue to add new information and encourage you to check the website frequently for updated information.<o:p></o:p></FONT></FONT></SPAN></P>
<P class=MsoNormal style="MARGIN: 0in 0in 0pt; mso-layout-grid-align: none"><SPAN style="FONT-SIZE: 11pt; FONT-FAMILY: Fixedsys; mso-bidi-font-size: 9.0pt; mso-bidi-font-family: Fixedsys"><FONT face="Arial, Helvetica, sans-serif"><FONT size=3> <o:p></o:p></FONT></FONT></SPAN></P><SPAN style="FONT-SIZE: 11pt; FONT-FAMILY: Fixedsys; mso-fareast-fontfamily: 'Times New Roman'; mso-ansi-language: EN-US; mso-fareast-language: EN-US; mso-bidi-language: AR-SA; mso-bidi-font-size: 9.0pt; mso-bidi-font-family: Fixedsys"><FONT face="Arial, Helvetica, sans-serif" size=3>TSA Contact Center</FONT></SPAN></FONT></FONT></FONT></FONT></FONT></FONT></FONT></FONT></FONT></FONT></DIV> <DIV STYLE="font-family: Arial;color: #000000;"></DIV> </FONT><BR><br><br><DIV>--- Original Message ---<BR>From: &l <BR>Received: 8/29/2008 6:26:37 PM Eastern Standard Time (GMT - 4:00 )<BR>To: "TSA Contact Center" <[email protected]><BR>Subject: TSA Contact Us: Complaints<BR><BR>THIS GENERATED EMAIL HAS BEEN SENT FROM TSA INTERNET CONTACT US<BR>-----------------------------------------------------------------------------------------------------------<BR>Remote Client IP: (b) (6) <BR>Date Time: 8/29/2008 2:51:52 PM<BR>-----------------------------------------------------------------------------------------------------------<BR><BR> <TABLE style="FONT-SIZE: 12px; WIDTH: 750px" cellSpacing=1 cellPadding=3 border=2> <TBODY> <TR> <TD style="FONT-WEIGHT: bold; WIDTH: 200px">Name:</TD> <TD> TD></TR> <TR> <TD style="FONT-WEIGHT: bold; WIDTH: 200px">Email:</TD> <TD /TD></TR> <TR> <TD style="FONT-WEIGHT: bold; WIDTH: 200px">Complaints:</TD> <TD>Damaged or Missing items in Checked or Carry-on Baggage</TD></TR> <TR> <TD style="FONT-WEIGHT: bold; WIDTH: 200px">Flight Info (If applicable. Enter Flight#/Airline/Terminal/Airport/Gate/Etc):</TD> <TD>OKC<BR>29 AUG 2008<BR>American Airlines<BR>FLT #848 OKC to DFW to ELP<BR>Gate 4</TD></TR> <TR> <TD style="FONT-WEIGHT: bold; WIDTH: 200px">Comments:</TD> <TD>I am experiencing difficulty with both my blackberry and my I-pod since going through the screening. I was carrying both items in my carry on, and I verbally identified them. Both screens have turned pink. I have turned them off and back on, removed the batteries and replaced. This has never happened before and I don't believe that it is just a coincidence that both electronics have chosen to go funny at the very same time. I am still in the airport. Please advise (b) (6) Thank you for your prompt attention (b) (6) (b) (6) TD></TR></TBODY></TABLE></DIV><BR><BR>------ TCC Control Number: ------<BR><<#235888-322231#>></body></html> END RECORD
(b) (6)
(b) (6)
(b) (6)
CONTACT RECORD
EID: 50906581 Contact Type: Contact Date: 2008-09-03 08:29:30 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2008-09-03 08:29:30 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Caller said that her clothing was messed up and wrinkled in her baggage after traveling. Body: Agent Notes: Advised caller we would note the issue and that the call would be documented Advised caller we would note the issue and that the call would be documented Apologized to caller. Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Opening Agent: Opened Date: 9/3/2008 8:29:30 AM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, ATL Atlanta, GA, USA - Hartsfield International, Airline: Delta AirDelta Air, Subject Category: Mishandling of Passengers Property - Disarrayed Carry-on/Checked Baggage - Mishandling of Passengers Property Disarrayed Carry-on/Checked Baggage Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 50907111 Contact Type: Contact Date: Medium: EMAIL Contact Status: CLOSED Incident Date: Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: (b) (6) Subject: ISSUE, ISSUE, TSA Contact Us: Complaints Body: THIS GENERATED EMAIL HAS BEEN SENT FROM TSA INTERNET CONTACT US -----------------------------------------------------------------------------------------------------------Remote Client IP: (b) (6) Date Time: 9/2/2008 5:04:25 PM ------------------------------------------------------------------------------------------------------------
Name: (b) (6) Email: (b) (6) Complaints:Damaged or Missing items in Checked or Carry-on Baggage Flight Info (If applicable. Enter Flight#/Airline/Terminal/Airport/Gate/Etc):NW2048 Gate 8 Aug 09, 2008 Oklahoma city airport To Minneapolis to Hibbing MN Comments:6 calls made to TSA and Oklahoma City Airport. I did speak with (1) TSA advisor stated that a report with an email sent to Oklahoma City Airport.... NO RESPONSE as of today 09/02/08 Numerous items (taken)I will be filing a claim by Friday September 05,2008. I was told that someone would get in touch with me.... When might this be!? (b) (6) Agent Notes: General Complaint w/Claim Response General Complaint w/Claim Response, Consumer Complaint BCC/CSM Response, BCC OKC SHM/CSQIM at (b) (6) Follow Up: To TSOC Date: From TSOC Date: Last Updated By: Last Update Date: Opening Agent: Opened Date: 9/3/2008 11:03:56 AM Linked Event IDs:
(b) (6)
(b) (6)
Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, MSP Minneapolis, MN, USA - Minneapolis/St Paul Intl Airport, HIB,Hibbing / Chisholm, MN, USA - Hibbing-Chisholm, Airline: Northwest Airlines -¬Northwest Airlines -¬, Subject Category: Claim Form Requests - Missing items from Checked Baggage - Claim Form Requests - Missing items from Checked Baggage Interaction Type: COMPLAINT Response Email: From: Prior Vendor To:(b) (6) Subject: Re: TSA Contact Us: Complaints <<#236865-323380#>>
Body: <html><HEAD><STYLE>p {margin-bottom: 0; margin-top: 0;}</STYLE></HEAD><body><FONT SIZE="2"> <DIV STYLE="font-family: Arial;color: #000000;"><FONT size=3><FONT size=3><FONT size=3><FONT size=3><FONT size=3><FONT size=3><FONT size=3><FONT size=3><FONT size=3><FONT size=3> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif">Thank you for your electronic mail message concerning your travel experience.<SPAN style="mso-spacerun: yes"> </SPAN></FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif"><SPAN style="mso-spacerun: yes"></SPAN></FONT> </P><FONT face="Arial, Helvetica, sans-serif"><SPAN style="mso-spacerun: yes"> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><SPAN style="FONT-FAMILY: Arial"><FONT size=3>Enhanced security measures require that all checked baggage undergo some form of screening for prohibited items. Physical search of the luggage is required to clear every alarm. TSA screeners should exercise great care during the screening process to ensure that passengers' belongings are returned and not damaged when a bag needs to be opened. Unfortunately, on some occasions the screening process may fall short of our established standard. We apologize if these high standards were not met.<?xml:namespace prefix = o ns = "urn:schemas-microsoft-com:office:office" /><o:p></o:p></FONT></SPAN></P></SPAN></FONT> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif"><o:p></o:p></FONT> </P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif">We monitor the number and nature of complaints we receive to track trends and spot areas of concern that may require special attention.<SPAN style="mso-spacerun: yes"> </SPAN>This ongoing process will enable us to ensure prompt, corrective action whenever we determine that security screening policies need modification or specific employees or screener teams are the subject of repeated complaints.</FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"> </P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt">In addition, we have also forwarded a copy of your email to the Customer Service Manager at OKC airport. The Customer Service Manager is responsible for ensuring that the screener workforce adheres to TSA principles for professional processing.</P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif"> <o:p></o:p></FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif">The Transportation Security Administration (TSA) is responsible for reviewing all claims relating to the screening of passengers and their baggage.<SPAN style="mso-spacerun: yes"> </SPAN>In order to protect your rights under federal law and to file a valid claim, you must send your claim in writing to TSA, stating the circumstances of the loss and the exact amount you are claiming (fair market value of lost or destroyed property, reasonable cost of repair for damaged property), within two years after your claim accrued.<SPAN style="mso-spacerun: yes"> </SPAN>The claim must be signed by you or your authorized representative (e.g., an attorney or other personal representative with appropriate proof of authority).<SPAN style="mso-spacerun: yes"> </SPAN></FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif"> <o:p></o:p></FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif">You can satisfy the notice requirement by filling out the attached Standard Form 95 (claim form) in accordance with the instructions, and returning it to the address in box #1.<SPAN style="mso-spacerun: yes"> </SPAN>Please be sure to follow the instructions carefully, and to fill out the claim form completely.<SPAN style="mso-spacerun: yes"> </SPAN>While use of the form is not mandatory, it will help you ensure that you meet the legal requirements for filing a claim.<SPAN style="mso-spacerun: yes"> </SPAN></FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif"> <o:p></o:p></FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif"><SPAN style="FONT-SIZE: 12pt; FONTFAMILY: Arial; mso-fareast-font-family: 'Times New Roman'; mso-ansi-language: EN-US; mso-fareast-language: EN-US; mso-bidilanguage: AR-SA">Please visit TSAGÇÖs Claims Management OfficeGÇÖs website at <A title=blocked::https://claims.tsa.dhs.gov/ href="https://claims.tsa.dhs.gov/"><FONT size=3>https://claims.tsa.dhs.gov</FONT></A><FONT face="Arial, Helvetica, sansserif"><FONT size=3> </FONT></FONT> for information related to filing a claim, replacement forms, checking the status of a claim and other claim related issues.<SPAN style="mso-spacerun: yes"> </SPAN>If you have additional questions that are not addressed on this website, please contact the Claims Management Office at <A href="http://[email protected]/">[email protected]</A>.</SPAN></FONT><FONT face="Arial, Helvetica, sansserif"> </FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif"><o:p></o:p></FONT> </P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif">Once the Claims Management Office has received your claim form, you will be sent a letter of acknowledgement and a claim number.<SPAN style="mso-spacerun: yes"> </SPAN>You should keep the claim number for future reference when inquiring about your claim.<SPAN style="mso-spacerun: yes"> </SPAN>TSA will try to resolve your claim as quickly as possible, but it may need time to make a further investigation of the facts.<SPAN style="mso-spacerun: yes"> </SPAN>If TSA denies your claim, or has not finally resolved it within six months after you have filed it, you may have a right to bring your claim to court.<SPAN style="mso-spacerun: yes"> </SPAN></FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif"></FONT> </P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif"><SPAN style="FONT-SIZE: 12pt; FONTFAMILY: Arial; mso-fareast-font-family: 'Times New Roman'; mso-ansi-language: EN-US; mso-fareast-language: EN-US; mso-bidilanguage: AR-SA"></SPAN></FONT><FONT face="Arial, Helvetica, sans-serif">We appreciate your taking the time to share your thoughts and concerns with us.<SPAN style="mso-spacerun: yes"> </SPAN></FONT><FONT face="Arial, Helvetica, sansserif"><SPAN style="FONT-FAMILY: Arial">We also encourage you to check the latest information at <A href="http://www.tsa.gov/">www.tsa.gov</A>.<o:p></o:p></SPAN></FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif"><o:p></o:p></FONT> </P><SPAN style="FONT-SIZE: 12pt; FONT-FAMILY: 'Times New Roman'; mso-fareast-font-family: 'Times New Roman'; mso-ansi-language: EN-US; mso-fareast-language: EN-US; mso-bidi-language: AR-SA"><FONT face="Arial, Helvetica, sans-serif">TSA Contact Center</FONT><B style="mso-bidi-font-weight: normal"><U><FONT face="Arial, Helvetica, sans-serif"> <BR style="PAGE-BREAK-BEFORE: always; mso-
special-character: line-break" clear=all></FONT></U></B></SPAN><FONT face="Tahoma, Verdana, Arial" size=2></FONT></FONT></FONT></FONT></FONT></FONT></FONT></FONT></FONT></FONT></FONT></DIV> <DIV STYLE="font-family: Arial;color: #000000;"></DIV> </FONT><BR><br><br><DIV>--- Original Message ---<BR>From: <(b) (6) ><BR>Received: 9/3/2008 11:03:56 AM Eastern Standard Time (GMT - 4:00 )<BR>To: "TSA Contact Center" <[email protected]><BR>Subject: TSA Contact Us: Complaints<BR><BR>THIS GENERATED EMAIL HAS BEEN SENT FROM TSA INTERNET CONTACT US<BR>-----------------------------------------------------------------------------------------------------------<BR>Remote Client IP: (b) (6) <BR>Date Time: 9/2/2008 5:04:25 PM<BR>-----------------------------------------------------------------------------------------------------------<BR><BR> <TABLE style="FONT-SIZE: 12px; WIDTH: 750px" cellSpacing=1 cellPadding=3 border=2> <TBODY> <TR> <TD style="FONT-WEIGHT: bold; WIDTH: 200px">Name:</TD> <TD /TD></TR> <TR> <TD style="FONT-WEIGHT: bold; WIDTH: 200px">Email:</TD> <TD (b) (6) /TD></TR> <TR> <TD style="FONT-WEIGHT: bold; WIDTH: 200px">Complaints:</TD> <TD>Damaged or Missing items in Checked or Carry-on Baggage</TD></TR> <TR> <TD style="FONT-WEIGHT: bold; WIDTH: 200px">Flight Info (If applicable. Enter Flight#/Airline/Terminal/Airport/Gate/Etc):</TD> <TD>NW2048 Gate 8 Aug 09, 2008 Oklahoma city airport To Minneapolis to Hibbing MN</TD></TR> <TR> <TD style="FONT-WEIGHT: bold; WIDTH: 200px">Comments:</TD> <TD>6 calls made to TSA and Oklahoma City Airport. I did speak with (1) TSA advisor stated that a report with an email sent to Oklahoma City Airport.... NO RESPONSE as of today 09/02/08 Numerous items (taken)I will be filing a claim by Friday September 05,2008. I was told that someone would get in touch with me.... When might this be!? (b) (6) </TD></TR></TBODY></TABLE></DIV><BR><BR>-----TCC Control Number: ------<BR><<#236865-323380#>></body></html> END RECORD
(b) (6)
CONTACT RECORD
EID: 50933531 Contact Type: Contact Date: 2008-10-07 09:07:47 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2008-10-07 09:07:47 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Items missing from checked bag@(LAW & address book). Body: Agent Notes: Confirmed Lost and Found information to caller Confirmed Lost and Found information to caller Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Opening Agent: Opened Date: 10/7/2008 9:07:47 AM Linked Event IDs:
(b) (6)
Responses: Response Airport: OKCOKCLAW Lawton, OK, USA - Municipal, Airline: Delta Air Lines -¬Delta Air Lines -¬, Subject Category: Claim Form Requests - Missing items from Checked Baggage - Claim Form Requests - Missing items from Checked Baggage Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 50937113 Contact Type: Contact Date: 2008-10-12 19:12:08 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2008-10-12 09:15:00 (b) (6) Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Two shoes and a sweater damaged due to liquid Hair color spilt in checked bag @ (OKC). Body: Agent Notes: Provided caller with information on the claims process, and advised caller to obtain SF-95 form online. Provided caller with information on the claims process, and advised caller to obtain SF-95 form online. Caller did not provide a call back number. Notice of baggage inspection present in baggage Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Opening Agent: Opened Date: 10/12/2008 7:12:08 PM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, Airline: American Airlines -¬American Airlines -¬, Subject Category: Claim Form Requests-Checked Bag - Claim Form Requests-Checked Bag Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 50942469 Contact Type: Contact Date: Medium: EMAIL Contact Status: CLOSED Incident Date: Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: ISSUE, TSA Contact Us: Complaints Body: THIS GENERATED EMAIL HAS BEEN SENT FROM TSA INTERNET CONTACT US -----------------------------------------------------------------------------------------------------------Remote Client IP: (b) (6) Date Time: 10/19/2008 12:08:07 PM ------------------------------------------------------------------------------------------------------------
(b) (6)
Name: (b) (6) Email: (b) (6) Complaints:Damaged or Missing items in Checked or Carry-on Baggage Flight Info (If applicable. Enter Flight#/Airline/Terminal/Airport/Gate/Etc):US 8029, OKC to ORD Comments:I travel with hi technology items - 50 -80,000 in cameras. I take the time to pack and organize so that items are not broken. WHY CANT YOU REPACK ITEMS CAREFULLY TO AVOID MY STUFF BEING DAMAGED! LOGIC SAYS ITEMS ARE WRAPPED FOR A REASON - NOT JUST THROWN PACK INTO THE CASE AND HAVING SUCH ITEMS DAMAGED DUE TO CARELESSNESS! I TRAVEL WEEKLY AND ITS NOW TIME TSA HAS RESPECT FOR MY STUFF LIKE I HAVE RESPECT FOR YOUR EMPLOYEES Agent Notes: General Complaint w/Claim Response General Complaint w/Claim Response, Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Opening Agent: Opened Date: 10/20/2008 10:33:41 AM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, ORD Chicago, IL, USA - O'hare International Airport, Airline: US Airways (present)US Airways (present), Subject Category: Claim Form Requests-Checked Bag - Claim Form Requests-Checked Bag Interaction Type: COMPLAINT Response Email: From: Prior Vendor To: (b) (6) Subject: Re: TSA Contact Us: Complaints <<#250328-340179#>> Body: <html><HEAD><STYLE>p {margin-bottom: 0; margin-top: 0;}</STYLE></HEAD><body><FONT SIZE="2">
<DIV STYLE="font-family: Arial;color: #000000;"><FONT size=3><FONT size=3><FONT size=3><FONT size=3><FONT size=3><FONT size=3><FONT size=3><FONT size=3><FONT size=3><FONT size=3> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif">Thank you for your electronic mail message concerning your travel experience.<SPAN style="mso-spacerun: yes"> </SPAN></FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif"><SPAN style="mso-spacerun: yes"></SPAN></FONT> </P><FONT face="Arial, Helvetica, sans-serif"><SPAN style="mso-spacerun: yes"> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><SPAN style="FONT-FAMILY: Arial"><FONT size=3>Enhanced security measures require that all checked baggage undergo some form of screening for prohibited items. Physical search of the luggage is required to clear every alarm. TSA screeners should exercise great care during the screening process to ensure that passengers' belongings are returned and not damaged when a bag needs to be opened. Unfortunately, on some occasions the screening process may fall short of our established standard. We apologize if these high standards were not met.<?xml:namespace prefix = o ns = "urn:schemas-microsoft-com:office:office" /><o:p></o:p></FONT></SPAN></P></SPAN></FONT> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif"><o:p></o:p></FONT> </P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif">We monitor the number and nature of complaints we receive to track trends and spot areas of concern that may require special attention.<SPAN style="mso-spacerun: yes"> </SPAN>This ongoing process will enable us to ensure prompt, corrective action whenever we determine that security screening policies need modification or specific employees or screener teams are the subject of repeated complaints.</FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif"> <o:p></o:p></FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif">The Transportation Security Administration (TSA) is responsible for reviewing all claims relating to the screening of passengers and their baggage.<SPAN style="mso-spacerun: yes"> </SPAN>In order to protect your rights under federal law and to file a valid claim, you must send your claim in writing to TSA, stating the circumstances of the loss and the exact amount you are claiming (fair market value of lost or destroyed property, reasonable cost of repair for damaged property), within two years after your claim accrued.<SPAN style="mso-spacerun: yes"> </SPAN>The claim must be signed by you or your authorized representative (e.g., an attorney or other personal representative with appropriate proof of authority).<SPAN style="mso-spacerun: yes"> </SPAN></FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif"> <o:p></o:p></FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif">You can satisfy the notice requirement by filling out the attached Standard Form 95 (claim form) in accordance with the instructions, and returning it to the address in box #1.<SPAN style="mso-spacerun: yes"> </SPAN>Please be sure to follow the instructions carefully, and to fill out the claim form completely.<SPAN style="mso-spacerun: yes"> </SPAN>While use of the form is not mandatory, it will help you ensure that you meet the legal requirements for filing a claim.<SPAN style="mso-spacerun: yes"> </SPAN></FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif"> <o:p></o:p></FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif"><SPAN style="FONT-SIZE: 12pt; FONTFAMILY: Arial; mso-fareast-font-family: 'Times New Roman'; mso-ansi-language: EN-US; mso-fareast-language: EN-US; mso-bidilanguage: AR-SA">Please visit TSAGÇÖs Claims Management OfficeGÇÖs website at <A title=blocked::https://claims.tsa.dhs.gov/ href="https://claims.tsa.dhs.gov/"><FONT size=3>https://claims.tsa.dhs.gov</FONT></A><FONT face="Arial, Helvetica, sansserif"><FONT size=3> </FONT></FONT> for information related to filing a claim, replacement forms, checking the status of a claim and other claim related issues.<SPAN style="mso-spacerun: yes"> </SPAN>If you have additional questions that are not addressed on this website, please contact the Claims Management Office at <A href="http://[email protected]/">[email protected]</A>.</SPAN></FONT><FONT face="Arial, Helvetica, sansserif"> </FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif"><o:p></o:p></FONT> </P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif">Once the Claims Management Office has received your claim form, you will be sent a letter of acknowledgement and a claim number.<SPAN style="mso-spacerun: yes"> </SPAN>You should keep the claim number for future reference when inquiring about your claim.<SPAN style="mso-spacerun: yes"> </SPAN>TSA will try to resolve your claim as quickly as possible, but it may need time to make a further investigation of the facts.<SPAN style="mso-spacerun: yes"> </SPAN>If TSA denies your claim, or has not finally resolved it within six months after you have filed it, you may have a right to bring your claim to court.<SPAN style="mso-spacerun: yes"> </SPAN></FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif"></FONT> </P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif"><SPAN style="FONT-SIZE: 12pt; FONTFAMILY: Arial; mso-fareast-font-family: 'Times New Roman'; mso-ansi-language: EN-US; mso-fareast-language: EN-US; mso-bidilanguage: AR-SA"></SPAN></FONT><FONT face="Arial, Helvetica, sans-serif">We appreciate your taking the time to share your thoughts and concerns with us.<SPAN style="mso-spacerun: yes"> </SPAN></FONT><FONT face="Arial, Helvetica, sansserif"><SPAN style="FONT-FAMILY: Arial">We also encourage you to check the latest information at <A href="http://www.tsa.gov/">www.tsa.gov</A>.<o:p></o:p></SPAN></FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif"><o:p></o:p></FONT> </P><SPAN style="FONT-SIZE: 12pt; FONT-FAMILY: 'Times New Roman'; mso-fareast-font-family: 'Times New Roman'; mso-ansi-language: EN-US; mso-fareast-language: EN-US; mso-bidi-language: AR-SA"><FONT face="Arial, Helvetica, sans-serif">TSA Contact Center</FONT><B style="mso-bidi-font-weight: normal"><U><FONT face="Arial, Helvetica, sans-serif"> <BR style="PAGE-BREAK-BEFORE: always; msospecial-character: line-break" clear=all></FONT></U></B></SPAN><FONT face="Tahoma, Verdana, Arial" size=2></FONT></FONT></FONT></FONT></FONT></FONT></FONT></FONT></FONT></FONT></FONT></DIV> <DIV STYLE="font-family: Arial;color: #000000;"></DIV> </FONT><BR><br><br><DIV>--- Original Message ---<BR>From: <(b) (6) ><BR>Received: 10/20/2008 10:33:41 AM Eastern Standard Time (GMT - 4:00 )<BR>To: "TSA Contact Center" <[email protected]><BR>Subject: TSA Contact Us:
Complaints<BR><BR>THIS GENERATED EMAIL HAS BEEN SENT FROM TSA INTERNET CONTACT US<BR>-----------------------------------------------------------------------------------------------------------<BR>Remote Client IP: (b) (6) <BR>Date Time: 10/19/2008 12:08:07 PM<BR>-----------------------------------------------------------------------------------------------------------<BR><BR> <TABLE style="FONT-SIZE: 12px; WIDTH: 750px" cellSpacing=1 cellPadding=3 border=2> <TBODY> <TR> <TD style="FONT-WEIGHT: bold; WIDTH: 200px">Name:</TD> <TD(b) (6) /TD></TR> <TR> <TD style="FONT-WEIGHT: bold; WIDTH: 200px">Email:</TD> <TD (b) (6) /TD></TR> <TR> <TD style="FONT-WEIGHT: bold; WIDTH: 200px">Complaints:</TD> <TD>Damaged or Missing items in Checked or Carry-on Baggage</TD></TR> <TR> <TD style="FONT-WEIGHT: bold; WIDTH: 200px">Flight Info (If applicable. Enter Flight#/Airline/Terminal/Airport/Gate/Etc):</TD> <TD>US 8029, OKC to ORD</TD></TR> <TR> <TD style="FONT-WEIGHT: bold; WIDTH: 200px">Comments:</TD> <TD>I travel with hi technology items - 50 -80,000 in cameras. I take the time to pack and organize so that items are not broken. WHY CANT YOU REPACK ITEMS CAREFULLY TO AVOID MY STUFF BEING DAMAGED! LOGIC SAYS ITEMS ARE WRAPPED FOR A REASON NOT JUST THROWN PACK INTO THE CASE AND HAVING SUCH ITEMS DAMAGED DUE TO CARELESSNESS! I TRAVEL WEEKLY AND ITS NOW TIME TSA HAS RESPECT FOR MY STUFF LIKE I HAVE RESPECT FOR YOUR EMPLOYEES.</TD></TR></TBODY></TABLE></DIV><BR><BR>------ TCC Control Number: ------<BR><<#250328340179#>></body></html> END RECORD
CONTACT RECORD
EID: 50943712 Contact Type: Contact Date: 2008-10-21 08:27:24 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2008-10-18 06:00:00 Contact Prefix: Contact First Name: Contact Middle Initial: Contact Last Name: Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Caller stated she had damaged glasses and open shampoo bottles that spilled on clothing @ OKC, Body: Agent Notes: Advised caller how to download a claim form online. Advised caller how to download a claim form online. NOI was inside. Caller stated her bag was delayed during her travel and returned to her at 12 noon the next day. Follow Up: To TSOC Date: From TSOC Date: Last Updated By: Last Update Date: Opening Agent: Opened Date: 10/21/2008 8:27:24 AM Linked Event IDs:
(b) (6)
(b) (6)
(b) (6)
Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, Airline: American Airlines -¬American Airlines -¬, Subject Category: Claim Form Requests-Checked Bag - Claim Form Requests-Checked Bag Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 50945058 Contact Type: Contact Date: 2008-10-21 19:39:06 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2008-10-20 16:45:00 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Items missing from checked bag @ (OKC & Boots, jeans, and a belt). Body: Agent Notes: I advised caller to file a claim with the airline. I advised caller to file a claim with the airline. No NOI was found inside of the bag. Caller stated that she has already filed a claim with the airline. I informed caller that the airline makes the rules and regulations for baggage size and weight restrictions. Follow Up: To TSOC Date: From TSOC Date: Last Updated By: Last Update Date: Opening Agent: Opened Date: 10/21/2008 7:39:06 PM Linked Event IDs:
(b) (6)
Responses: Response Airport: OKCOKC,Oklahoma City, OK, USA - Will Rogers World Airport, ORD,Chicago, IL, USA - O'hare International Airport, CAK,Akron/Canton, OH, USA - Akron-Canton Regional Airport, Airline: United Airlines -¬United Airlines -¬, Subject Category: Claim Form Requests - Missing items from Checked Baggage - Claim Form Requests - Missing items from Checked Baggage Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 50945271 Contact Type: Contact Date: 2008-10-22 09:46:13 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2008-10-17 06:15:13 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Items damaged in checked bag @ (OKC & zipper broke and bag torn). Body: Agent Notes: Provided caller with information on the claims process, and walked caller thru website. Provided caller with information on the claims process, and walked caller thru website. NOI inside bag. Follow Up: To TSOC Date: From TSOC Date: Last Updated By: Last Update Date: Opening Agent: Opened Date: 10/22/2008 9:46:13 AM Linked Event IDs:
(b) (6)
Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, Airline: Allegiant AirAllegiant Air, Subject Category: Claim Form Requests-Checked Bag - Claim Form Requests-Checked Bag Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 50953987 Contact Type: Contact Date: 2009-02-25 07:47:49 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2009-02-24 13:50:00 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Caller stated his hair clippers were damaged inside his checked luggage @ OKC, Body: Agent Notes: Provided caller with information on the claims process, and advised caller how to download a claim form. Provided caller with information on the claims process, and advised caller how to download a claim form. NOI was inside. Follow Up: To TSOC Date: From TSOC Date: Last Updated By: Last Update Date: Opening Agent: Opened Date: 2/25/2009 7:47:49 AM Linked Event IDs:
(b) (6)
Responses: Response Airport: OKCOKC,Oklahoma City, OK, USA - Will Rogers World Airport, Airline: American Airlines -¬American Airlines -¬, Subject Category: Claim Form Requests-Checked Bag - Claim Form Requests-Checked Bag Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 50957268 Contact Type: Contact Date: 2008-11-26 18:08:12 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2008-11-26 08:54:00 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Items damaged in checked bag @ (OKC & Cooler) Body: Agent Notes: Provided caller with information on the claims process, and gave web address to down load SF-95 Provided caller with information on the claims process, and gave web address to down load SF-95 Caller states he works for the FAA Flight# 6443 NOI inside of bag Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Opening Agent: Opened Date: 11/26/2008 6:08:12 PM Linked Event IDs:
(b) (6)
Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport Airline: United AirlinesUnited Airlines Subject Category: Claim Form Requests-Checked Bag - Claim Form Requests-Checked Bag Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 50958087 Contact Type: Contact Date: Medium: EMAIL Contact Status: CLOSED Incident Date: Contact Prefix: Contact First Name: Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: (b) (6) Subject: ISSUE, ISSUE, TSA Contact Us: Complaints Body: THIS GENERATED EMAIL HAS BEEN SENT FROM TSA INTERNET CONTACT US -----------------------------------------------------------------------------------------------------------Remote Client IP: (b) (6) Date Time: 11/9/2008 5:28:45 PM ------------------------------------------------------------------------------------------------------------
(b) (6)
Name: Email: Complaints:Items Not Permitted Through the Security Checkpoint Flight Info (If applicable. Enter Flight#/Airline/Terminal/Airport/Gate/Etc):AA 515/Gate 4/OKC Nov. 9, 2008 1:45 pm to DFW Comments:Upon her arrival in Dallas, we talked to a TSA agent about the confiscation of my daughter's swiss army knife at OKC. He said that she had the opportunity to have the item mailed back to her. The agent in OKC NEVER mentioned that to her. In fact, the agent was rude. My daughter would have gladly paid to have the item returned to her. We are really upset about this matter. The knife was a gift, purchased in Europe for her. It it my understanding that when the shift changes, the items taken will be discarded. Call or e-mail me, I would like to discuss this further. The pink, clear plastic swiss army knife had her name on it (b) (6) was about 2 inches long and cost 20 Euros.
(b) (6)
(b) (6)
Agent Notes: PROHIBITED ITEMS -NOT RETRIEVABLE PROHIBITED ITEMS -NOT RETRIEVABLE, Consumer Complaint BCC/CSM Response, Added (the Will Rogers World Airport) to the Consumer Complaint BCC/CSM Response. Merged 2 different responses to address the consumer's concerns. Deleted all paragraphs and sentences that would not assist in answering the consumer's concerns. BCC SHM/CSQIM OKC Follow Up: To TSOC Date: From TSOC Date: Last Updated By: Last Update Date: Opening Agent: Opened Date: 11/10/2008 10:50:25 AM Linked Event IDs:
(b) (6)
(b) (6)
Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, DFW Dallas/Ft Worth, TX, USA - Dallas Ft Worth International, Airline: American Airlines -¬American Airlines -¬, Subject Category: Voluntarily Abandoned Property- Retrieving Abandoned/Confiscated Items - Voluntarily Abandoned Property-
Retrieving Abandoned/Confiscated Items Interaction Type: COMPLAINT Response Email: From: Prior Vendor To: (b) (6) Subject: Re: TSA Contact Us: Complaints <<#255882-347588#>> Body: <html><head><style type="text/css">p {margin-bottom: 0; margin-top: 0;}</style></head><body bgcolor="#ffffff" style="background: #ffffff"> <font size="2"><div style="width:100%;word-wrap:break-word;font-family: Arial;color: #000000;"><P><FONT face=" Helvetica, sansserif,Arial" size=3>Thank you for your e-mail. </FONT></P> <P><FONT face=" Helvetica, sans-serif,Arial" size=3> </FONT> </P> <P><FONT face=" Helvetica, sans-serif,Arial" size=3>These items are referred to as voluntarily abandoned property. Under U.S. General Services Administration (GSA) regulations, an item is deemed voluntarily abandoned if it is GÇ£abandoned to a Federal agency in such a manner as to vest title thereto in the United States.GÇ¥ TSA does not seize or confiscate personal property from passengers. Unfortunately, there are no provisions for returning voluntarily abandoned property.</FONT> </P> <P><FONT face=" Helvetica, sans-serif,Arial" size=3> </FONT> </P> <P><FONT face=" Helvetica, sans-serif,Arial" size=3>Federal agencies follow specific procedures when disposing of excess personal property, including voluntarily abandoned property. Excess personal property means any personal property under the control of any Federal agency that is no longer required for that agencyGÇÖs needs, as determined by the agency head or designee. In general, when a Federal agency determines that it has excess personal property it reports the excess to GSA, which then determines whether there are any Federal requirements for this property. If not, the property becomes surplus property and is available for donation to State and non-Federal activities. TSA does not sell voluntarily abandoned property. The law requires that surplus personal property be distributed to eligible recipients by an agency established by each State for this purpose, the State Agency for Surplus Property (SASP).</FONT> </P> <P><FONT face=" Helvetica, sans-serif,Arial" size=3> </FONT> </P> <P><FONT face=" Helvetica, sans-serif,Arial" size=3>If the property has no commercial value or the estimated cost of its continued care and handling would exceed the estimated proceeds from its sale, it may be destroyed or donated to public bodies. A public body is GÇ£any department, agency, special purpose district, or other instrumentality of a State or local government.GÇ¥ GSA, like other Federal entities, qualifies as a public body and, consequently, is eligible to receive voluntarily abandoned property via donation. </FONT></P> <P><FONT face=" Helvetica, sans-serif,Arial" size=3> </FONT> </P> <P><FONT face=" Helvetica, sans-serif,Arial" size=3>Public body recipients of donated property often sell the items through a variety of means. GSA generally sells this property at public auction. SASPs also sell property at public auction or through other activities, including eBay. Private individuals often purchase the voluntarily abandoned property at public auction and then resell it through eBay or other means. </FONT></P> <P> </P> <P><FONT face=" Helvetica, sans-serif,Arial" size=3>For more information on contacting your local SASP representative, visit GSAGÇÖs website at </FONT><FONT face=" Helvetica, sans-serif,Arial" size=3><A href="http://www.gsa.gov/sasp" shape=rect>www.gsa.gov/sasp</A></FONT><FONT face=" Helvetica, sans-serif,Arial" size=3>. </FONT></P> <P> </P> <P><FONT size=3>Furthermore, b</FONT><FONT face=" Helvetica, sans-serif,Arial" size=3>ecause your complaint is regarding screening at the Will Rogers World Airport, we have forwarded a copy of your email to the Customer Service Manager at that airport. The Customer Service Manager is responsible for ensuring that the screener workforce adheres to TSA principles for professional processing.</FONT> </P> <P><FONT face=" Helvetica, sans-serif,Arial"> </FONT> </P> <P><FONT face=" Helvetica, sans-serif,Arial">We monitor the number and nature of complaints we receive to track trends and spot areas of concern that may require special attention. This ongoing process will enable us to ensure prompt, corrective action whenever we determine that security-screening policies need modification or specific employees or screener teams are the subjects of repeated complaints.</FONT> </P> <P><FONT face=" Helvetica, sans-serif,Arial" size=3> </FONT> </P> <P><FONT face=" Helvetica, sans-serif,Arial" size=3>We hope this information was helpful. </FONT><FONT face=" Helvetica, sans-serif,Arial" size=3> </FONT> </P> <P><FONT face=" Helvetica, sans-serif,Arial" size=3> </FONT> </P> <P><FONT face=" Helvetica, sans-serif,Arial" size=3>TSA Contact Center</FONT> </P></div> </font><br /> <br><br><div>--- Original Message ---<BR>From: < (b) (6) gt;<BR>Received: 11/10/08 10:50:11 AM EST<BR>To: "TSA Contact Center" <[email protected]><BR>Subject: TSA Contact Us: Complaints<BR><BR>THIS GENERATED EMAIL HAS BEEN SENT FROM TSA INTERNET CONTACT US<BR>-----------------------------------------------------------------------------------------------------------<BR>Remote Client IP: (b) (6) <BR>Date Time: 11/9/2008 5:28:45 PM<BR>-----------------------------------------------------------------------------------------------------------<BR><BR> <TABLE style="FONT-SIZE: 12px; WIDTH: 750px" cellSpacing=1 cellPadding=3 border=2> <TBODY> <TR>
<TD style="FONT-WEIGHT: bold; WIDTH: 200px">Name:</TD> <TD>(b) (6) </TD></TR> <TR> <TD style="FONT-WEIGHT: bold; WIDTH: 200px">Email:</TD> <TD>(b) (6) </TD></TR> <TR> <TD style="FONT-WEIGHT: bold; WIDTH: 200px">Complaints:</TD> <TD>Items Not Permitted Through the Security Checkpoint</TD></TR> <TR> <TD style="FONT-WEIGHT: bold; WIDTH: 200px">Flight Info (If applicable. Enter Flight#/Airline/Terminal/Airport/Gate/Etc):</TD> <TD>AA 515/Gate 4/OKC Nov. 9, 2008 1:45 pm to DFW</TD></TR> <TR> <TD style="FONT-WEIGHT: bold; WIDTH: 200px">Comments:</TD> <TD>Upon her arrival in Dallas, we talked to a TSA agent about the confiscation of my daughter's swiss army knife at OKC. He said that she had the opportunity to have the item mailed back to her. The agent in OKC NEVER mentioned that to her. In fact, the agent was rude. My daughter would have gladly paid to have the item returned to her. We are really upset about this matter. The knife was a gift, purchased in Europe for her. It it my understanding that when the shift changes, the items taken will be discarded. Call or e-mail me, I would like to discuss this further. The pink, clear plastic swiss army knife had her name on it (b) (6) was about 2 inches long and cost 20 Euros.<BR><BR (b) (6) BR>817-251-1780</TD></TR></TBODY></TABLE></div> <BR><BR>------ TCC Control Number: ------<BR><<#255882-347588#>></body></html> END RECORD
CONTACT RECORD
EID: 50958352 Contact Type: Contact Date: Medium: EMAIL Contact Status: CLOSED Incident Date: Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: (b) (6) Subject: ISSUE, ISSUE, ISSUE, TSA Contact Us: Complaints Body: THIS GENERATED EMAIL HAS BEEN SENT FROM TSA INTERNET CONTACT US -----------------------------------------------------------------------------------------------------------Remote Client IP: (b) (6) Date Time: 11/9/2008 2:40:32 PM ------------------------------------------------------------------------------------------------------------
Name: (b) (6) Email: (b) (6) Complaints:Items Not Permitted Through the Security Checkpoint Flight Info (If applicable. Enter Flight#/Airline/Terminal/Airport/Gate/Etc):American Airlines flight 515/OKC/Gate 4 1:45 pm flight to Dallas Texas on Nov.9, 2008 Comments con't: long, and has the name (b) (6) on it. It is very special to her. How do we get it returned? She also said that the agent was very rude and surly. Comments:My 18 year old daughter forgot that she had a swiss army pocket knife attached to her key ring and they took it away from her. She has passed through security multiple times before and they had let it pass. The knife was a gift from her sister. It was purchased in Europe and has her name imprinted on it. Is there anyway that it can be returned to us? It is clear plastic, pink, 2 inches Agent Notes: Consumer Complaint BCC/CSM Response Consumer Complaint BCC/CSM Response, PROHIBITED ITEMS- KNIVES, PROHIBITED ITEMS -NOT RETRIEVABLE, Googles flight AA515 and discovered the consumer's daughter's flight flew into the DFW airport. Placed the airport code for OKC into the Consumer Complaint BCC/CSM Response, and BCC: (b) (6) the SHM/CSQIM of the OKC airport. Merged 3 different responses to address the consumer's concerns. Deleted all paragraphs and sentences that would not assist in answering the consumer's concerns. Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Opening Agent: Opened Date: 11/10/2008 10:49:45 AM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, DFW Dallas/Ft Worth, TX, USA - Dallas Ft Worth International, Airline: American Airlines -¬American Airlines -¬, Subject Category: Voluntarily Abandoned Property- Retrieving Abandoned/Confiscated Items - Voluntarily Abandoned PropertyRetrieving Abandoned/Confiscated Items Interaction Type: COMPLAINT
Response Email: From: Prior Vendor To: (b) (6) Subject: Re: TSA Contact Us: Complaints <<#255882-347538#>> Body: <html><head><style type="text/css">p {margin-bottom: 0; margin-top: 0;}</style></head><body bgcolor="#ffffff" style="background: #ffffff"> <font size="2"><div style="width:100%;word-wrap:break-word;font-family: Arial;color: #000000;"><P><FONT size=3>Thank you for your email message. </FONT></P> <P><FONT size=3> </FONT> </P> <P><FONT size=3><U><STRONG>Knives</STRONG></U> and tools <U><STRONG>are prohibited from carry-on luggage</STRONG></U>. While these items are prohibited from your carry-on baggage, they may be transported to your destination in your checked baggage. Any sharp objects packed in checked luggage should be sheathed or securely wrapped to prevent injury to baggage handlers and security screeners.</FONT> </P> <P><FONT size=3> </FONT> </P> <P><U><FONT size=3><STRONG>With that said, the screener determine this item is prohibited and prohibited items are referred to as voluntarily abandoned property.</STRONG></FONT></U><FONT size=3> Under U.S. General Services Administration (GSA) regulations, an item is deemed voluntarily abandoned if it is GÇ£abandoned to a Federal agency in such a manner as to vest title thereto in the United States.GÇ¥ TSA does not seize or confiscate personal property from passengers. <U><STRONG>Unfortunately, there are no provisions for returning voluntarily abandoned property.</STRONG></U></FONT> </P> <P><FONT size=3> </FONT> </P> <P><FONT size=3>Federal agencies follow specific procedures when disposing of excess personal property, including voluntarily abandoned property. Excess personal property means any personal property under the control of any Federal agency that is no longer required for that agencyGÇÖs needs, as determined by the agency head or designee. In general, when a Federal agency determines that it has excess personal property it reports the excess to GSA, which then determines whether there are any Federal requirements for this property. If not, the property becomes surplus property and is available for donation to State and nonFederal activities. TSA does not sell voluntarily abandoned property. The law requires that surplus personal property be distributed to eligible recipients by an agency established by each State for this purpose, the State Agency for Surplus Property (SASP).</FONT> </P> <P><FONT size=3> </FONT> </P> <P><FONT size=3>If the property has no commercial value or the estimated cost of its continued care and handling would exceed the estimated proceeds from its sale, it may be destroyed or donated to public bodies. A public body is GÇ£any department, agency, special purpose district, or other instrumentality of a State or local government.GÇ¥ GSA, like other Federal entities, qualifies as a public body and, consequently, is eligible to receive voluntarily abandoned property via donation. </FONT></P> <P><FONT size=3> </FONT> </P> <P><FONT size=3>Public body recipients of donated property often sell the items through a variety of means. GSA generally sells this property at public auction. SASPs also sell property at public auction or through other activities, including eBay. Private individuals often purchase the voluntarily abandoned property at public auction and then resell it through eBay or other means. For more information on contacting your local SASP representative, visit GSAGÇÖs website at <A href="http://www.gsa.gov/sasp" shape=rect>www.gsa.gov/sasp</A>. </FONT></P> <P><FONT size=3> </FONT> </P> <P><FONT size=3>Additionally, because your complaint is regarding screening at OKC, we have forwarded a copy of your email to the Customer Service Manager at that airport. The Customer Service Manager is responsible for ensuring that the screener workforce adheres to TSA principles for professional processing.</FONT> </P> <P><FONT size=3> </FONT> </P> <P><FONT size=3>We monitor the number and nature of complaints we receive to track trends and spot areas of concern that may require special attention. This ongoing process will enable us to ensure prompt, corrective action whenever we determine that securityscreening policies need modification or specific employees or screener teams are the subjects of repeated complaints.</FONT> </P> <P><FONT size=3> </FONT> </P> <P></P> <P><FONT size=3>We encourage you to check the latest information at <A href="http://www.tsa.gov/" shape=rect>www.tsa.gov</A>.</FONT> </P> <P> </P> <P> </P> <P><FONT size=3>TSA Contact Center</FONT> </P> <P><BR clear=none> </P></div> </font><br /> <br><br><div>--- Original Message ---<BR>From: < (b) (6) <BR>Received: 11/10/08 10:49:44 AM EST<BR>To: "TSA Contact Center" <[email protected]><BR>Subject: TSA Contact Us: Complaints<BR><BR>THIS GENERATED EMAIL HAS BEEN SENT FROM TSA INTERNET CONTACT US<BR>-----------------------------------------------------------------------------------------------------------<BR>Remote Client IP: (b) (6) <BR>Date Time: 11/9/2008 2:40:32 PM<BR>-----------------------------------------------------------------------------------------------------------<BR><BR> <TABLE style="FONT-SIZE: 12px; WIDTH: 750px" cellSpacing=1 cellPadding=3 border=2> <TBODY>
<TR> <TD style="FONT-WEIGHT: bold; WIDTH: 200px">Name:</TD> <TD>(b) (6) </TD></TR> <TR> <TD style="FONT-WEIGHT: bold; WIDTH: 200px">Email:</TD> <TD(b) (6) /TD></TR> <TR> <TD style="FONT-WEIGHT: bold; WIDTH: 200px">Complaints:</TD> <TD>Items Not Permitted Through the Security Checkpoint</TD></TR> <TR> <TD style="FONT-WEIGHT: bold; WIDTH: 200px">Flight Info (If applicable. Enter Flight#/Airline/Terminal/Airport/Gate/Etc):</TD> <TD>American Airlines flight 515/OKC/Gate 4<BR>1:45 pm flight to Dallas Texas on Nov.9, 2008<BR><BR>Comments con't: long, and has the name (b) (6) on it. It is very special to her. How do we get it returned? She also said that the agent was very rude and surly.</TD></TR> <TR> <TD style="FONT-WEIGHT: bold; WIDTH: 200px">Comments:</TD> <TD>My 18 year old daughter forgot that she had a swiss army pocket knife attached to her key ring and they took it away from her. She has passed through security multiple times before and they had let it pass. The knife was a gift from her sister. It was purchased in Europe and has her name imprinted on it. Is there anyway that it can be returned to us? It is clear plastic, pink, 2 inches</TD></TR></TBODY></TABLE></div> <BR><BR>------ TCC Control Number: ------<BR><<#255882-347538#>></body></html> END RECORD
CONTACT RECORD
EID: 50961222 Contact Type: Contact Date: Medium: EMAIL Contact Status: CLOSED Incident Date: Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: (b) (6) Subject: ISSUE, my luggage search Body: I flew from Orlando to Oklahoma City today (Nov. 13) and when I arrived home and unpacked, I had the TSA notice of baggage inspection slip in my luggage to let me know that my bag was physically inspected. Normally, I wouldn't worry about this because I know that the screeners are doing their job trying to keep us safe. But I want to let you know that I was upset to see what they had done in my bag- First of all, I had 3 files of papers that were gone through and disorganized- it looks like they were dropped and then just stuffed back into random file folders- this worries me- why would they need to look at papers? Secondly, a prescription pill bottle was taken from my make-up case, opened and not closed properly so that pills were broken all over my luggage- I even found a pill in a separate zipped compartment! My pills were in my make-up case but were just thrown into the main luggage when I opened my bag! Eyeshadow and blush compacts were taken out of the make-up kit and inspected- luckily they were closed but their brushes were just dropped separately back into my luggage- very weird! I wonder if perhaps this could have happened after my bag left screening and when it was in baggage handling in Orlando. I was 2 hours early and so maybe the bag was left unattended? I have never had this experience before with screening and so I would appreciate a response from you. Has this been a common complaint in Orlando? I fly frequently and I am turning around again tomorrow morning to fly to Colorado and I am worried about a repeat of this fiasco. Also, I now don't have my allergy medication and this will make it very uncomfortable for me when I am traveling this weekend. I will wait for your response. Thankyou, (b) (6)
_____ Get movies delivered to your mailbox. One month free from blockbuster.com <http://pr.atwola.com/promoclk/100000075x1213269171x1200850855/aol?redir=https://www.blockbuster.com/signup/y/reg/p.26978/r.email _footer> Agent Notes: General Complaint w/Claim Response General Complaint w/Claim Response, Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Opening Agent: Opened Date: 11/14/2008 10:36:08 AM Linked Event IDs: Responses: Response Airport: OKCOKC,Oklahoma City, OK, USA - Will Rogers World Airport, Airline: Subject Category: Mishandling of Passengers Property - Disarrayed Carry-on/Checked Baggage - Mishandling of Passengers Property Disarrayed Carry-on/Checked Baggage Interaction Type: COMPLAINT
Response Email: From: Prior Vendor To: (b) (6) Subject: Re: my luggage search <<#257169-349169#>> Body: <html><head><style type="text/css">p {margin-bottom: 0; margin-top: 0;}</style></head><body bgcolor="#ffffff" style="background: #ffffff"> <font size="2"><div style="width:100%;word-wrap:break-word;font-family: Arial;color: #000000;"><P><FONT face=" Helvetica, sansserif,Arial" size=3>Thank you for your electronic mail message concerning your travel experience. </FONT></P> <P><FONT size=3> </FONT> </P> <P><FONT face=" Helvetica, sans-serif,Arial" size=3>Enhanced security measures require that all checked baggage undergo some form of screening for prohibited items. Physical search of the luggage is required to clear every alarm. TSA screeners should exercise great care during the screening process to ensure that passengers' belongings are returned and not damaged when a bag needs to be opened. Unfortunately, on some occasions the screening process may fall short of our established standard. We apologize if these high standards were not met.</FONT> </P> <P><FONT face=" Helvetica, sans-serif,Arial" size=3> </FONT> </P> <P><FONT face=" Helvetica, sans-serif,Arial" size=3>We monitor the number and nature of complaints we receive to track trends and spot areas of concern that may require special attention. This ongoing process will enable us to ensure prompt, corrective action whenever we determine that security screening policies need modification or specific employees or screener teams are the subject of repeated complaints.</FONT> </P> <P><FONT face=" Helvetica, sans-serif,Arial" size=3> </FONT> </P> <P><FONT face=" Helvetica, sans-serif,Arial" size=3>The Transportation Security Administration (TSA) is responsible for reviewing all claims relating to the screening of passengers and their baggage. In order to protect your rights under federal law and to file a valid claim, you must send your claim in writing to TSA, stating the circumstances of the loss and the exact amount you are claiming (fair market value of lost or destroyed property, reasonable cost of repair for damaged property), within two years after your claim accrued. The claim must be signed by you or your authorized representative (e.g., an attorney or other personal representative with appropriate proof of authority). </FONT></P> <P><FONT face=" Helvetica, sans-serif,Arial" size=3> </FONT> </P> <P><FONT face=" Helvetica, sans-serif,Arial" size=3>You can satisfy the notice requirement by filling out the attached Standard Form 95 (claim form) in accordance with the instructions, and returning it to the address in box #1. Please be sure to follow the instructions carefully, and to fill out the claim form completely. While use of the form is not mandatory, it will help you ensure that you meet the legal requirements for filing a claim. </FONT></P> <P><FONT face=" Helvetica, sans-serif,Arial" size=3> </FONT> </P> <P><FONT face=" Helvetica, sans-serif,Arial" size=3>Please visit TSAGÇÖs Claims Management OfficeGÇÖs website at </FONT><FONT face=" Helvetica, sans-serif,Arial" size=3><A href="https://claims.tsa.dhs.gov/" shape=rect>https://claims.tsa.dhs.gov</A></FONT><FONT face=" Helvetica, sans-serif,Arial" size=3> for information related to filing a claim, replacement forms, checking the status of a claim and other claim related issues. If you have additional questions that are not addressed on this website, please contact the Claims Management Office at </FONT><FONT face=" Helvetica, sansserif,Arial" size=3><A href="http://[email protected]/" shape=rect>[email protected]</A></FONT><FONT face=" Helvetica, sans-serif,Arial" size=3>. </FONT></P> <P><FONT face=" Helvetica, sans-serif,Arial" size=3> </FONT> </P> <P><FONT face=" Helvetica, sans-serif,Arial" size=3>Once the Claims Management Office has received your claim form, you will be sent a letter of acknowledgement and a claim number. You should keep the claim number for future reference when inquiring about your claim. TSA will try to resolve your claim as quickly as possible, but it may need time to make a further investigation of the facts. If TSA denies your claim, or has not finally resolved it within six months after you have filed it, you may have a right to bring your claim to court. </FONT></P> <P><FONT size=3> </FONT> </P> <P><FONT face=" Helvetica, sans-serif,Arial" size=3>We appreciate your taking the time to share your thoughts and concerns with us. We also encourage you to check the latest information at </FONT><FONT face=" Helvetica, sans-serif,Arial" size=3><A href="http://www.tsa.gov/" shape=rect>www.tsa.gov</A></FONT><FONT face=" Helvetica, sans-serif,Arial" size=3>.</FONT> </P> <P><FONT face=" Helvetica, sans-serif,Arial" size=3> </FONT> </P> <P><FONT face="Arial, Helvetica, sans-serif" size=3>TSA Contact Center</FONT><FONT face=" Helvetica, sans-serif,Arial"> </FONT></P></div> </font><br /> <br><br><div>--- Original Message ---<BR>From: <(b) (6) ><BR>Received: 11/14/08 10:36:00 AM EST<BR>To: "TSA Contact Center" <[email protected]><BR>Subject: my luggage search<BR><BR><FONT face="Arial, Helvetica, sansserif">I flew from Orlando to Oklahoma City today (Nov. 13) and when I arrived home and unpacked, I had the TSA notice of baggage inspection slip in my luggage to let me know that my bag was physically inspected. Normally, I wouldn't worry about this because I know that the screeners are doing their job trying to keep us safe. But I want to let you know that I was upset to see what they had done in my bag- First of all, I had 3 files of papers that were gone through and disorganized- it looks like they were dropped and then just stuffed back into random file folders- this worries me- why would they need to look at papers? Secondly, a prescription pill bottle was taken from my make-up case, opened and not closed properly so that pills were broken all over my luggage- I even found a pill in a separate zipped compartment! My pills were in my make-up case but were just thrown into the main luggage when I opened my bag! Eyeshadow and blush compacts were taken out of the make-up kit and inspected- luckily they were closed but their brushes were just dropped separately back into my luggage- very weird! I wonder if perhaps this could have happened after my bag left
screening and when it was in baggage handling in Orlando. I was 2 hours early and so maybe the bag was left unattended? I have never had this experience before with screening and so I would appreciate a response from you. Has this been a common complaint in Orlando? I fly frequently and I am turning around again tomorrow morning to fly to Colorado and I am worried about a repeat of this fiasco. Also, I now don't have my allergy medication and this will make it very uncomfortable for me when I am traveling this weekend. I will wait for your response. Thank-you, (b) (6) <BR></FONT> <DIV class=aol_ad_footer id=MAILCIADB041-5c42491d1a72e6><BR><FONT style="FONT: 10pt ARIAL, SAN-SERIF; COLOR: black"> <HR style="MARGIN-TOP: 10px"> </HR>Get movies delivered to your mailbox. <A href="http://pr.atwola.com/promoclk/100000075x1213269171x1200850855/aol?redir=https://www.blockbuster.com/signup/y/reg/p.26978/r. email_footer">One month free from blockbuster.com</A> </DIV></FONT></div> <BR><BR>------ TCC Control Number: ------<BR><<#257169-349169#>></body></html> END RECORD
CONTACT RECORD
EID: 50971582 Contact Type: Contact Date: 2008-11-30 13:33:33 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2008-11-30 06:00:00 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: (b) (6) Contact State: (b) (6) Contact Zip: (b) (6) Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Caller wanted to report that screener made mess of checked bag and items were not re-packed properly after screening at (OKC). Mailed claim form 12/1/08. Body: Agent Notes: Advised caller we would note issue, and an FYI will be sent to the CSM at that airport who oversees the screening operation. Offered a claim form. Advised caller we would note issue, and an FYI will be sent to the CSM at that airport who oversees the screening operation. Offered a claim form.Advised caller we would note issue, and an FYI will be sent to the CSM at that airport who oversees the screening operation. Mailed claim form 12/1/08 The TCC received the following information as an FYI. We are forwarding this information to you for your review.
(b) (6)
For Your Information: (b) (6) wanted to report that items were not re-packed properly after screening at OKC. According to (b) (6) he had bubble wrap around a vintage video information system to protect the item, and upon arrival to his destination he discovered the bubble wrap was removed and "ripped" off, which left the system vulnerable in cargo. (b) (6) stated that consequently, the video information system (it's a vintage gaming system) was damaged. He feels that the screener's need to re-pack the items properly, and if they cannot, they should page the passenger and have them contact the passenger personally to re-pack the item, or they should invest in bubble wrap so that if they remove someone's bubble wrapping, they can place new bubble wrap inside. He was given information on how to file a claim with TSA, and did not wish to speak to a manager regarding this issue. Date of Incident: 11/30/08 Customer Name: (b) (6) Customer Contact Information: (b) (6) Airport: OKC Airline: Southwest Flight#: 3522 Terminal/Gate: doesn't recall Check In/Incident Time: 6:00 Carry On or Checked Baggage: checked Baggage Tag Number: CS 495565 Event ID #: 300195369681130 NOI: yes Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Opening Agent: Opened Date: 11/30/2008 1:33:33 PM Linked Event IDs:
Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, PHX Phoenix, AZ, USA - Sky Harbor International Airport, Airline: Southwest AirlinesSouthwest Airlines, Subject Category: Mishandling of Passengers Property - Disarrayed Carry-on/Checked Baggage - Mishandling of Passengers Property Disarrayed Carry-on/Checked Baggage Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 50971978 Contact Type: Contact Date: 2008-11-28 11:28:01 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2008-10-18 11:28:01 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Caller filled out a claim form and mailed in and has not got a response back yet. Body: Agent Notes: Advised caller that it would take 2-3 weeks to get a response back after they recieve her documentation. Advised caller that it would take 2-3 weeks to get a response back after they recieve her documentation. Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Opening Agent: Opened Date: 11/28/2008 11:28:01 AM Linked Event IDs: Responses: Response Airport: OKCOKC,Oklahoma City, OK, USA - Will Rogers World Airport, DFW,Dallas/Ft Worth, TX, USA - Dallas Ft Worth International, ATL,Atlanta, GA, USA - Hartsfield International, PNS,Pensacola, FL, USA, Airline: Delta Air Lines -¬Delta Air Lines -¬, Subject Category: Claim Form Requests-Carry On - Claim Form Requests-Carry On Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 50976121 Contact Type: Contact Date: 2008-12-03 21:52:07 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2008-12-03 10:10:00 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: USA Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Items missing from checked bag @ (TUL & Two or three missing wrapped packages). Body: Agent Notes: Provided Lost and Found information to caller and advised how to submit a SF-95 claim form from the internet. Provided Lost and Found information to caller and advised how to submit a SF-95 claim form from the internet. Caller stated that there is a NOI in the bag that has wrapped gifts. Caller stated that there are a few packages still in the bag, that are wrapped. Follow Up: To TSOC Date: From TSOC Date: Last Updated By: Last Update Date: Opening Agent: Opened Date: 12/3/2008 9:52:07 PM Linked Event IDs:
(b) (6)
Responses: Response Airport: OKCOKCTUL Tulsa, OK, USA - Tulsa International, PHX Phoenix, AZ, USA - Sky Harbor International Airport, PDX Portland, OR, USA - Portland International Airport, Airline: Southwest AirlinesSouthwest Airlines, Subject Category: Claim Form Requests - Missing items from Checked Baggage - Claim Form Requests - Missing items from Checked Baggage Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 50979382 Contact Type: Contact Date: Medium: EMAIL Contact Status: CLOSED Incident Date: Contact Prefix: Contact First Name: Contact Middle Initial: (b) (6) Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: (b) (6) Subject: ISSUE, Cutting Off a TSA Baggage Lock Body: Sir,
(b) (6)
I was enroute from OKC-DFW-DCA and when I got to DCA I had a note in my bag of Notice Of Baggage Inspection. I have of course got these before but this is the first time my TSA Lock has ever been cut off. I got these locks because of the recommendations on your web site TSA.GOV: TSA screens every passenger's baggage before it is placed on an airplane. While our technology allows us to electronically screen bags, there are times when we need to physically inspect a piece of luggage. TSA has worked with several companies to develop locks that can be opened by security officers using universal "master" keys so that the locks may not have to be cut. These locks are available at airports and travel stores nationwide. The packaging on the locks indicates whether they can be opened by TSA.
I was told by one of your security screeners that even though I have a TSA Lock, sometimes the person inspecting the bags will still cut off the lock because it is easier then going to get the key to unlock it. I really don't expect any response I just thought I would relay this incident.
(b) (6)
Agent Notes: Approved Locks w/ Claim Request Response Approved Locks w/ Claim Request Response, Follow Up: To TSOC Date: From TSOC Date: Last Updated By: Last Update Date: Opening Agent: Opened Date: 12/8/2008 11:22:07 AM Linked Event IDs:
(b) (6)
Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, DFW Dallas/Ft Worth, TX, USA - Dallas Ft Worth International, DCA Washington, DC, USA - Ronald Reagan National Airport, Airline: Subject Category: TSA Accepted Locks - Missing or Damaged - TSA Accepted Locks - Missing or Damaged
Interaction Type: COMPLAINT Response Email: From: Prior Vendor To:(b) (6) Subject: Re: Cutting Off a TSA Baggage Lock <<#264960-358878#>> Body: <html><head><style type="text/css">p {margin-bottom: 0; margin-top: 0;}</style></head><body bgcolor="#ffffff" style="background: #ffffff"> <font size="2"><div style="width:100%;word-wrap:break-word;font-family: Arial;color: #000000;"><P><FONT face=" Helvetica, sansserif,Arial">Thank you for your e-mail message concerning the destruction of your TSA Approved Lock. </FONT></P> <P> </P> <P><FONT face=" Helvetica, sans-serif,Arial">These locks were developed through cooperation between luggage, lock and travel accessory manufacturers and the TSA. </FONT><FONT face=" Helvetica, sans-serif,Arial">Under this system, TSA screeners are able to unlock and then relock luggage without damage through the use of passkey sets that are available to TSA screeners. These locks are accepted and recognized by the TSA for use at all airports where TSA screening is performed. </FONT></P> <P> </P> <P><FONT face=" Helvetica, sans-serif,Arial">However, TSA does not approve or endorse this particular product and we expect additional vendors to provide different versions of these "Dual Custody" padlocks to the retail market. While we cannot guarantee that the TSA accepted locks will not be broken during security screening, we do request that you report such incidents to the TSA Contact Center (TCC) so that we can take appropriate action. </FONT></P> <P> </P> <P><FONT face=" Helvetica, sans-serif,Arial">Additional information on these products can be found on the Travel Sentry web site at </FONT><FONT face="Arial, Helvetica, sans-serif" color=#0000ff><U>www.travelsentry.org</U></FONT><FONT face=" Helvetica, sansserif,Arial"> and on the Safe Skies web site at </FONT><FONT face="Arial, Helvetica, sans-serif" color=#0000ff><U>www.safeskieslocks.com</U></FONT><FONT face=" Helvetica, sans-serif,Arial">.</FONT> </P> <P><FONT face=" Helvetica, sans-serif,Arial">We have attached a copy of our claims form so that you may seek compensation for the replacement of your lock. While use of the form is not mandatory, it will help you ensure that you meet the legal requirements for filing a claim. </FONT></P> <P> </P> <P><FONT face=" Helvetica, sans-serif,Arial">In order to protect your rights under federal law and to file a valid claim, you must send your claim in writing to TSA, stating the circumstances of the loss and the exact amount you are claiming (fair market value of lost or destroyed property, reasonable cost of repair for damaged property), within two years after your claim accrued. The claim must be signed by you or your authorized representative (e.g., an attorney or other personal representative with appropriate proof of authority). </FONT></P> <P> </P> <P><FONT face=" Helvetica, sans-serif,Arial">You can satisfy the notice requirement by filling out the attached Standard Form 95 (claim form) in accordance with the instructions, and returning it to the address in box #1. Please be sure to follow the instructions carefully, and to fill out the claim form completely. </FONT></P> <P> </P> <P><FONT face=" Helvetica, sans-serif,Arial">Once the Claims Management Office has received your claim form, you will be sent a letter of acknowledgement and a claim number. You should keep the claim number for future reference when inquiring about your claim. TSA will try to resolve your claim as quickly as possible, but it may need time to make a further investigation of the facts. If TSA denies your claim, or has not finally resolved it within six months after you have filed it, you may have a right to bring your claim to court. </FONT></P> <P> </P> <P><FONT face=" Helvetica, sans-serif,Arial">Please visit TSAGÇÖs Claims Management OfficeGÇÖs website at </FONT><A title=blocked::https://claims.tsa.dhs.gov/ href="https://claims.tsa.dhs.gov/" shape=rect><FONT face=" Helvetica, sansserif,Arial">https://claims.tsa.dhs.gov</FONT></A><FONT face=" Helvetica, sans-serif,Arial"> for information related to filing a claim, checking the status of a claim and other claim related issues.</FONT> </P> <P> </P> <P> </P> <P><FONT face=" Helvetica, sans-serif,Arial">TSA Contact Center</FONT> </P> <P> </P> <P> </P></div> </font><br /> <br><br><div>--- Original Message ---<BR>From: &l (b) (6) gt;<BR>Received: 12/8/08 11:22:06 AM EST<BR>To: "TSA Contact Center" <[email protected]><BR>Subject: Cutting Off a TSA Baggage Lock<BR><BR><FONT face="Default Sans Serif,Verdana,Arial,Helvetica,sans-serif" size=2> <DIV>Sir,</DIV> <DIV> </DIV> <DIV>I was enroute from OKC-DFW-DCA and when I got to DCA I had a note in my bag of Notice Of Baggage Inspection. I have of course got these before but this is the first time my TSA Lock has ever been cut off. I got these locks because of the recommendations on your web site </DIV> <DIV> </DIV>
<DIV>TSA.GOV:</DIV> <DIV> </DIV> <DIV><FONT color=#ff0000>TSA screens every passenger's baggage before it is placed on an airplane. While our technology allows us to electronically screen bags, there are times when we need to physically inspect a piece of luggage. TSA has worked with several companies to develop locks that can be opened by security officers using universal "master" keys so that the locks may not have to be cut. These locks are available at airports and travel stores nationwide. The packaging on the locks indicates whether they can be opened by TSA.<BR></FONT></DIV> <DIV><FONT color=#ff0000></FONT> </DIV> <DIV><FONT color=#000000>I was told by one of your security screeners that even though I have a TSA Lock, sometimes the person inspecting the bags will still cut off the lock because it is easier then going to get the key to unlock it. I really don't expect any response I just thought I would relay this incident.</FONT></DIV> <DIV> </DIV> <DIV>(b) (6) /DIV> <DIV><FONT color=#ff0000> </DIV></FONT> <DIV><BR (b) (6) <BR>A(b) (6) <BR>Ph: (b) (6) <BR></DIV> <DIV><BR> </DIV></FONT></div> <BR><BR>------ TCC Control Number: ------<BR><<#264960-358878#>></body></html> END RECORD
CONTACT RECORD
EID: 50979460 Contact Type: Contact Date: Medium: EMAIL Contact Status: CLOSED Incident Date: Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: (b) (6) Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: (b) (6) Subject: ISSUE, Bag Inspection Body: I traveled yesterday from Oklahoma City to Orange County Ca.. It had a lay over in Dallas/Ft. Worth. My bag was inspected which I don't have an issue with. They did not close it up properly. It is a soft bag and has zippers and buckle straps which were left open and the zippers were not shut all the way. If it came open and all my stuff fell out, I would have had to deal with it. That is not necessary. Have your people do the job correctly. It is reflective of your whole approach. Meaning, what are you guys missing in your inspections. LAX is the worst and I fly out of there often. Makes me worry about our safety in general. Thank You
(b) (6)
Agent Notes: General Complaint & Falling Short of Standard General Complaint & Falling Short of Standard, Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Opening Agent: Opened Date: 12/8/2008 4:45:24 PM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, DFW Dallas/Ft Worth, TX, USA - Dallas Ft Worth International, SNA Santa Ana, CA, USA - John Wayne Airport, Airline: Subject Category: Mishandling of Passengers Property - Disarrayed Carry-on/Checked Baggage - Mishandling of Passengers Property Disarrayed Carry-on/Checked Baggage Interaction Type: COMPLAINT Response Email: From: Prior Vendor To: (b) (6) Subject: Re: Bag Inspection <<#265127-359083#>> Body: <html><head><style type="text/css">p {margin-bottom: 0; margin-top: 0;}</style></head><body bgcolor="#ffffff" style="background: #ffffff"> <font size="2"><div style="width:100%;word-wrap:break-word;font-family: Arial;color: #000000;"><P><FONT face=" Helvetica, sans-
serif,Arial">Thank you for your electronic mail message. We are sorry you were unhappy with your recent travel experience and hope that the following information will be helpful. </FONT></P> <P><FONT face=" Helvetica, sans-serif,Arial"> </FONT> </P> <P><FONT face=" Helvetica, sans-serif,Arial">One of our key objectives has been to ensure that all passengers consistently receive professional and courteous checkpoint processing while maintaining our high level of security. Along with expanded training on the enhanced security procedures, each Federal airport screener receives training on professional and courteous conduct to make the process run smoothly and reduce the inconvenience to the public. </FONT></P> <P><FONT face=" Helvetica, sans-serif,Arial"> </FONT> </P> <P><FONT face=" Helvetica, sans-serif,Arial">Enhanced security measures require that all checked baggage undergo some form of screening for prohibited items. A variety of security measures are applied to the baggage and/or persons of passengers selected through the screening process, including random searches. Physical search of the luggage is required to clear every alarm. TSA screeners should exercise great care during the screening process to ensure that passengers' belongings are returned and not damaged when a bag needs to be opened. Unfortunately, on some occasions the screening process may fall short of our established standard. We apologize if these high standards were not met.</FONT> </P> <P><FONT face=" Helvetica, sans-serif,Arial"> </FONT> </P> <P><FONT face=" Helvetica, sans-serif,Arial">We monitor the number and nature of complaints we receive to track trends and spot areas of concern that may require special attention. This ongoing process will enable us to ensure prompt, corrective action whenever we determine that security-screening policies need modification or specific employees or screener teams are the subjects of repeated complaints.</FONT> </P> <P><FONT face=" Helvetica, sans-serif,Arial"> </FONT> </P> <P><FONT face=" Helvetica, sans-serif,Arial">We appreciate your taking the time to share your thoughts and concerns with us. </FONT></P> <P><FONT face=" Helvetica, sans-serif,Arial"> </FONT> </P> <P><FONT face=" Helvetica, sans-serif,Arial"> </FONT> </P> <P><FONT face=" Helvetica, sans-serif,Arial">TSA Contact Center</FONT> </P> <P><FONT face=" Helvetica, sans-serif,Arial"> </FONT> </P> <P><FONT face=" Helvetica, sans-serif,Arial"><BR clear=none></FONT> </P></div> </font><br /> <br><br><div>--- Original Message ---<BR>From: (b) (6) DDS" < (b) (6) gt;<BR>Received: 12/8/08 4:45:24 PM EST<BR>To: "TSA Contact Center" <[email protected]><BR>Subject: Bag Inspection<BR><BR> <META content="MS Exchange Server version 6.5.7651.59" name=Generator><!-- Converted from text/plain format --> <P><FONT size=2>I traveled yesterday from Oklahoma City to Orange County Ca.. It had a </FONT><BR><FONT size=2>lay over in Dallas/Ft. Worth. My bag was inspected which I don't have </FONT><BR><FONT size=2>an issue with. They did not close it up properly. It is a soft bag and </FONT><BR><FONT size=2>has zippers and buckle straps which were left open and the zippers </FONT><BR><FONT size=2>were not shut all the way.</FONT> <BR><FONT size=2>If it came open and all my stuff fell out, I would have had to deal </FONT><BR><FONT size=2>with it. That is not necessary. Have your people do the job correctly. </FONT><BR><FONT size=2>It is reflective of your whole approach. Meaning, what are you guys </FONT><BR><FONT size=2>missing in your inspections. LAX is the worst and I fly out of there </FONT><BR><FONT size=2>often. Makes me worry about our safety in general.</FONT> <BR><FONT size=2>Thank You</FONT><BR><FONT size=2>(b) (6) (b) (6) DDS</FONT></P></div> <BR><BR>------ TCC Control Number: ------<BR><<#265127-359083#>></body></html> END RECORD
CONTACT RECORD
EID: 50982821 Contact Type: Contact Date: 2008-12-13 11:18:06 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2008-12-11 11:18:06 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Caller TSA accepted lock was broken Body: Agent Notes: Advised of lost and found and claims Advised of lost and found and claims NOI: Yes Computer was taken out of padding case Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Opening Agent: Opened Date: 12/13/2008 11:18:06 AM Linked Event IDs:
(b) (6)
(b) (6)
Responses: Response Airport: OKCOKC,Oklahoma City, OK, USA - Will Rogers World Airport, DFW Dallas/Ft Worth, TX, USA - Dallas Ft Worth International, PHL Philadelphia, PA, USA - Philadelphia International Airport, Airline: American Airlines -¬American Airlines -¬, Subject Category: TSA Accepted Locks - Missing or Damaged - TSA Accepted Locks - Missing or Damaged Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 50987328 Contact Type: Contact Date: 2008-12-17 17:49:52 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2008-12-14 15:15:52 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: (b) (6) Contact Address 2: Contact City: (b) (6) Contact State: (b) (6) Contact Zip: (b) (6) Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Items missing from checked bag@( a digital camera ) Body: Agent Notes: Provided caller with claims process information.. Provided caller with claims process information.. Caller departed from OKC gate D-10 on Continental Airlines flight # 502 enroute to IAH then to LCH. The baggage CO-9058 Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Opening Agent: Opened Date: 12/17/2008 5:49:52 PM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, IAH Houston, TX, USA - Houston Intercontinental, LCH Lake Charles, LA, USA - Municipal, LFT Lafayette / New Iberia, LA, USA - Municipal, Airline: Continental Airlines (present) -¬Continental Airlines (present) -¬, Subject Category: Claim Form Requests - Missing items from Checked Baggage - Claim Form Requests - Missing items from Checked Baggage Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 50988326 Contact Type: Contact Date: 2008-12-18 19:50:17 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2008-12-17 05:00:17 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Items damaged in checked bag @ (OKC was cough syrup wasted on clothes in luggage. Claim form will be downloaded. Body: Agent Notes: Provided caller with information on the claims process, and SF-95 will be downloaded. Provided caller with information on the claims process, and SF-95 will be downloaded. Flt - 1903 Bag Claim - 6006DL478129 Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Opening Agent: Opened Date: 12/18/2008 7:50:17 PM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, SAN San Diego, CA, USA - Lindbergh International Airport, Airline: American Airlines -¬American Airlines -¬, Subject Category: Claim Form Requests-Checked Bag - Claim Form Requests-Checked Bag Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 50990396 Contact Type: Contact Date: 2008-12-16 06:15:39 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2008-12-22 12:28:39 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Items missing from checked bag@( 800.00: OKC). and luggage was cut open. Body: Agent Notes: Provided caller with claims process information. Provided caller with claims process information. Caller departed from OKC on Southwest Airlines flt# 3091 to STL then flt# 1780 to FLL. The baggage claim # OKC-S332809 Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Opening Agent: Opened Date: 12/22/2008 12:28:39 PM Linked Event IDs:
(b) (6)
Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, STL St Louis, MO, USA - Lambert-St Louis Internatl, FLL Ft Lauderdale, FL, USA - Ft Lauderdale/Hollywood Intl Apt, Airline: Southwest AirlinesSouthwest Airlines, Subject Category: Claim Form Requests - Missing items from Checked Baggage - Claim Form Requests - Missing items from Checked Baggage Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 50992298 Contact Type: Contact Date: 2008-12-23 23:22:52 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2008-12-23 10:00:00 Contact Prefix: Contact First Name: Contact Middle Initial: Contact Last Name: Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: (b) (6) Fulfillment Sent: Mail Return Date: Contact Email: Subject: Caller stated that Loritab prescription medication, 1 pair of Levi jeans, a black leather toiletry case and hand-book was missing from 2 check bags at OKC. Body: Agent Notes: Informed caller that I will send a note informing the CSM at OKC. Faxed a SF-95 to Caller 12/23/2008. Informed caller that I will send a note informing the CSM at OKC. Faxed a SF-95 to Caller 12/23/2008. Caller stated that a NOI was in the bag with the medicine and Levis, and there was no NOI in the bag with the missing book.
(b) (6)
(b) (6)
Caller stated the pain medication was given by the doctor as an emergency prescriton for the 2 weeks they were to be on vacation. The hand-made book was in a santa bag. The checkbags were under (b)
(6)
Flight # 515 Baggag Tag # 6001062944, 6001062945, 6001062996, 6001062947 ___________________________________________________________________________________________ 4).
(b) (6)
The following information has been received by the TSA Contact Center and it is being forwarded to you for your review and/or follow-up. Please reply by email, to the TCC Customer Service Representative sending this message, with the actions taken to resolve this consumers' issue. Brief Description: (b) (6) stated that there was a NOI in he husband's checked bag and his Loritab prescription medication, 1 pair of Levi jeans, a black leather toiletry case and a hand-book was missing from 2 check bags at OKC. (b) (6) stated that her husband medication was an emergency prescrition for the 2 weeks they were to be away. (b) (6) would like the CSM at OKC to contact her regarding this incident. (b) (6) was provided the TSA Lost & Found number at OKC and the claim option and procedure. Date of Incident: 12/23/2008 Customer Name: (b) (6) Customer Contact Information: (b) (6) Airport: OKC Airline: American Airlines Flight#: 515 Terminal/Gate: N/A Check In/Incident Time: 10:00:00 AM Carry On or Checked Baggage: Checked Baggage Baggage Tag Number: Two out of: 6001062944, 6001062945, 6001062996, 6001062947 Event ID #: 300108214381223 Follow Up: To TSOC Date:
From TSOC Date: Last Updated By: (b) (6) Last Update Date: Opening Agent: Opened Date: 12/23/2008 11:22:52 PM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, DFW Dallas/Ft Worth, TX, USA - Dallas Ft Worth International, Airline: American Airlines -¬American Airlines -¬, Subject Category: Claim Form Requests - Missing items from Checked Baggage - Claim Form Requests - Missing items from Checked Baggage Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 50995315 Contact Type: Contact Date: 2008-12-29 11:24:15 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2008-12-24 08:20:00 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Items missing from checked bag@(OKC & Clothing ). Body: Agent Notes: Provided Lost and Found information to caller and SF-95 form offerd. Provided Lost and Found information to caller and SF-95 form offerd. Refused to leave call back number. NOI. Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Opening Agent: Opened Date: 12/29/2008 11:24:15 AM Linked Event IDs: Responses: Response Airport: OKCOKC,Oklahoma City, OK, USA - Will Rogers World Airport, Airline: Southwest AirlinesSouthwest Airlines, Subject Category: Claim Form Requests - Missing items from Checked Baggage - Claim Form Requests - Missing items from Checked Baggage Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 509961 Contact Type: Fulfillment Contact Date: Jun 13 2012 9:13PM Medium: Inbound Call Contact Status: Closed Incident Date: Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Jun 13 2012 10:58PM Mail Return Date: Contact Email: (b) (6) Subject: Damaged Body: Caller was traveling on AA from OKC to PIT and upon arrival found a damaged laptop,NOI was marked OKC 13 June 12 9:22 T4.Laptop was removed and not repacked properly. Apologized for the damaged laptop and emailed the SF95 package. Agent Notes: Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Jun 13 2012 9:19PM Opening Agent: (b) (6) Opened Date: 6/13/2012 9:13:12 PM Linked Event IDs: Responses: Response Template Name: Claim for Damaged or Missing Items--Generic Airport: OKC Airline: American Airlines Subject Category: Mishandling of Passenger Property - Damaged/Missing Items--Checked Luggage w/ Claim Request Interaction Type: Complaint Response Email: END RECORD
CONTACT RECORD
EID: 50998634 Contact Type: Contact Date: 2009-01-01 15:56:32 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2008-12-24 17:00:00 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Items damaged in checked bag @ (OKC & Zipper) Body: Agent Notes: Provided caller with information on the claims process, and SF-95 form offered. Provided caller with information on the claims process, and SF-95 form offered. NOI. Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Opening Agent: Opened Date: 1/1/2009 3:56:32 PM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, ABQ,Albuquerque, NM, USA - Albuquerque International Airport, Airline: AmericAirAmericAirAmerican Airlines -¬, Subject Category: Claim Form Requests-Checked Bag - Claim Form Requests-Checked Bag Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 51001612 Contact Type: Contact Date: 2009-01-05 15:21:01 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2009-01-05 15:21:01 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Caller stated that jewllery and tolitries were missing from checked bags @ TPA Body: Agent Notes: Provided caller with information on the claims process, Provided caller with information on the claims process, I gave caller lost found at TPA Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Opening Agent: Opened Date: 1/5/2009 3:21:01 PM Linked Event IDs:
(b) (6)
Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, TPA Tampa, FL, USA - Tampa International, Airline: Subject Category: Claim Form Requests-Checked Bag - Claim Form Requests-Checked Bag Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 51001832 Contact Type: Contact Date: 2009-01-05 17:37:11 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2009-01-02 17:50:00 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: metal container with plastic lid on it full of cooked fruit missing from checked bag @ (OKC). Body: Agent Notes: Provided Lost and Found information to caller and advised caller how to file a claim. Provided Lost and Found information to caller and advised caller how to file a claim. Flight #50 NOI was located in luggage Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Opening Agent: Opened Date: 1/5/2009 5:37:11 PM Linked Event IDs: Responses: Response Airport: OKCOKC,Oklahoma City, OK, USA - Will Rogers World Airport, PHX Phoenix, AZ, USA - Sky Harbor International Airport, Airline: Southwest AirlinesSouthwest Airlines, Subject Category: Claim Form Requests - Missing items from Checked Baggage - Claim Form Requests - Missing items from Checked Baggage Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 51012904 Contact Type: Contact Date: Medium: EMAIL Contact Status: CLOSED Incident Date: Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: (b) (6) Subject: ISSUE, TSA Contact Us: All Other Inquiries Body: THIS GENERATED EMAIL HAS BEEN SENT FROM TSA INTERNET CONTACT US -----------------------------------------------------------------------------------------------------------Remote Client IP: (b) (6) Date Time: 1/19/2009 3:13:16 PM ------------------------------------------------------------------------------------------------------------
Name: (b) (6) Email: (b) (6) Brief Description of Inquiry:TSA Identification Issue Comments:I have a BP employee who lost her drivers license. How does she get through security to fly back to Oklahoma? What will they except for ID at the airport??? Agent Notes: ID Requirements ID Requirements, Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Opening Agent: Opened Date: 1/20/2009 12:30:06 PM Linked Event IDs: Responses: Response Airport: OKCOKC,Oklahoma City, OK, USA - Will Rogers World Airport, Airline: Subject Category: ID Requirements - ID Requirements Interaction Type: COMPLAINT Response Email: From: Prior Vendor To: (b) (6) Subject: Re: TSA Contact Us: All Other Inquiries <<#280673-377736#>> Body: <html><head><style type="text/css">p {margin-bottom: 0; margin-top: 0;}</style></head><body bgcolor="#ffffff" style="background: #ffffff"> <font size="2"><div style="width:100%;word-wrap:break-word;font-family: Arial;color: #000000;"><P><FONT face=" Helvetica, sansserif,Arial">Thank you for your email message.</FONT> </P> <P><FONT face=" Helvetica, sans-serif,Arial"> </FONT> </P>
<P><FONT face=" Helvetica, sans-serif,Arial">The Transportation Security AdministrationGÇÖs (TSA) identity verification policy requires all adult passengers to provide a Federal or State Government-issued photo identification (ID) for inspection before entering the security checkpoint. These IDs must contain the following: name, date of birth, gender, expiration date, and a tamper-resistant feature. While many forms of Government-issued ID may meet this requirement, the following forms of ID are fully acceptable: </FONT></P> <UL> <LI><FONT face=" Helvetica, sans-serif,Arial">State-issued driverGÇÖs license </FONT></LI> <LI><FONT face=" Helvetica, sans-serif,Arial">U.S. passport </FONT></LI> <LI><FONT face=" Helvetica, sans-serif,Arial">U.S. passport card </FONT></LI> <LI><FONT face=" Helvetica, sans-serif,Arial">U.S. Department of Homeland Security (DHS) GÇ£Trusted TravelerGÇ¥ cards (NEXUS, SENTRI, FAST) </FONT></LI> <LI><FONT face=" Helvetica, sans-serif,Arial">U.S. Military ID (Active and Retired)</FONT> </LI> <LI><FONT face=" Helvetica, sans-serif,Arial">Permanent Resident Card </FONT></LI> <LI><FONT face=" Helvetica, sans-serif,Arial">Border Crossing Card </FONT></LI> <LI><FONT face=" Helvetica, sans-serif,Arial">DHS-designated enhanced driverGÇÖs license </FONT></LI> <LI><FONT face=" Helvetica, sans-serif,Arial">A Native American Tribal Photo ID </FONT></LI> <LI><FONT face=" Helvetica, sans-serif,Arial">An airline or airport-issued ID (if issued under a TSA-approved security plan) </FONT></LI> <LI><FONT face=" Helvetica, sans-serif,Arial">A Registered Traveler Card (that contains the following: Name; Date of Birth; Gender; Expiration date; and a Tamper-resistant feature)</FONT> </LI> <LI><FONT face=" Helvetica, sans-serif,Arial">A Transportation Workers Identification Credential (TWIC) </FONT></LI> <LI><FONT face=" Helvetica, sans-serif,Arial">Photo ID issued by DMV or equivalent State or U.S. Territory Government Office for the sole purpose of identification.</FONT> </LI> <LI><FONT face=" Helvetica, sans-serif,Arial">A foreign government-issued passport, Canadian provincial driverGÇÖs license, or Indian and Northern Affairs Canada (INAC) card are also acceptable forms of photo ID.</FONT> </LI></UL> <P><FONT face=" Helvetica, sans-serif,Arial">Passengers who do not have an ID from this list should bring whatever ID they have available. Although not on the approved list, other forms of ID may assist in verification of identity. There is no set list of what forms of alternative IDs are acceptable. Passengers can present documents such as social security cards, birth certificates, or marriage licenses as long as the information on one of the documents bears the name of the passenger along with other identification information. </FONT></P> <P><FONT face=" Helvetica, sans-serif,Arial"> </FONT> </P> <P><FONT face=" Helvetica, sans-serif,Arial">If a passenger is unable to present an ID, or TSA has questions about the ID presented, the passenger may be asked to assist TSA in the identity verification process. Under this process, TSA may ask the passenger to complete a Certification of Identity form, which requests the passengerGÇÖs name and current address, and may ask additional questions of the passenger to confirm his or her identity. If we are able to confirm the passengerGÇÖs identity, the passenger will be cleared to enter the screening checkpoint. However, the individual may be subject to additional screening. If we are unable to confirm the passengerGÇÖs identity, TSA will deny the passenger entry into the security checkpoint. </FONT></P> <P><FONT face=" Helvetica, sans-serif,Arial"> </FONT> </P> <P><FONT face=" Helvetica, sans-serif,Arial">If a passenger refuses to provide ID or otherwise cooperate in the ID verification process, TSA will deny access to the security checkpoint. </FONT></P> <P><FONT face=" Helvetica, sans-serif,Arial"> </FONT> </P> <P><FONT face=" Helvetica, sans-serif,Arial">We hope this information is helpful.</FONT> </P> <P><FONT face=" Helvetica, sans-serif,Arial"> </FONT> </P> <P><FONT face=" Helvetica, sans-serif,Arial"> </FONT> </P> <P><FONT face=" Helvetica, sans-serif,Arial">TSA Contact Center</FONT><FONT face=" Helvetica, sans-serif,Arial"><BR clear=none></FONT></P></div> </font><br /> <br><br><div>--- Original Message ---<BR>From: < (b) (6) ><BR>Received: 1/20/09 12:30:07 PM EST<BR>To: "TSA Contact Center" <[email protected]><BR>Subject: TSA Contact Us: All Other Inquiries<BR><BR>THIS GENERATED EMAIL HAS BEEN SENT FROM TSA INTERNET CONTACT US<BR>-----------------------------------------------------------------------------------------------------------<BR>Remote Client IP: (b) (6) <BR>Date Time: 1/19/2009 3:13:16 PM<BR>-----------------------------------------------------------------------------------------------------------<BR><BR> <TABLE style="FONT-SIZE: 12px; WIDTH: 750px" cellSpacing=1 cellPadding=3 border=2> <TBODY> <TR> <TD style="FONT-WEIGHT: bold; WIDTH: 200px">Name:</TD> <TD </TD></TR> <TR> <TD style="FONT-WEIGHT: bold; WIDTH: 200px">Email:</TD> <TD>(b) (6) </TD></TR> <TR> <TD style="FONT-WEIGHT: bold; WIDTH: 200px">Brief Description of Inquiry:</TD> <TD>TSA Identification Issue</TD></TR> <TR> <TD style="FONT-WEIGHT: bold; WIDTH: 200px">Comments:</TD> <TD>I have a BP employee who lost her drivers license. How does she get through security to fly back to Oklahoma? What will they
(b) (6)
except for ID at the airport???</TD></TR></TBODY></TABLE></div> <BR><BR>------ TCC Control Number: ------<BR><<#280673-377736#>></body></html> END RECORD
CONTACT RECORD
EID: 51029548 Contact Type: Contact Date: Medium: EMAIL Contact Status: CLOSED Incident Date: Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: (b) (6) Subject: ISSUE, TSA Contact Us: All Other Inquiries Body: THIS GENERATED EMAIL HAS BEEN SENT FROM TSA INTERNET CONTACT US -----------------------------------------------------------------------------------------------------------Remote Client IP: (b) (6) Date Time: 2/12/2009 10:11:57 AM ------------------------------------------------------------------------------------------------------------
Name: Email: Brief Description of Inquiry:stolen property/ damaged bags Comments:To whom it may concern, My parents have traveled to India for many years and year after year the Mumbai airport seemed to be getting a little better each time until this last trip they took. They arrived back to America on February 9, 2009 at 9:00 pm in Oklahoma City. When the checked in at the Mumbai airport at 10:30 pm the night before for their 1:30 am flight the lady at the check in counter asked them: GÇ£for a small fee the airline can take their hand luggageGÇÖs in as a check in and they will see it upon arrival at their final destination which was Oklahoma CityGÇ¥. When they reached Oklahoma City, my parents realized both hand luggageGÇÖs locks were broken into and the bags are completely damaged. At that point they thought TSA may have just checked it for security purpose and ended up breaking the locks. (They were aware the locks may be broken if TSA had to check them, which was fine but the stolen property and damaged luggage was completely bizarre). As they got home and opened the bags my mom noticed the jewelry cases she had put some jewelry in was missing. Whoever broke into the bags took the jewelry out of her bag and left the empty containers in the luggage. We then started to look for the TSA security procedure brochure they put in checked bags and didnGÇÖt find it in both bags. We are very concerned and scared about this because we are not sure if anyone could someday put something in our or anyoneGÇÖs luggage without their knowledge. I would really hope you look into MumbaiGÇÖs airport and their corrupted employees. I would also like to know what steps I need to go through to claim stolen and damaged property. They traveled on NWA from Mumbai To Amsterdam To Memphis To Oklahoma City arriving on Feb 9, 2009. I have contacted NWA and said they have nothing to do with this. I have contacted the Mumbai Airport and have got nowhere. Please let me know what I need to do next? Thank you,
(b) (6)
(b) (6)
Agent Notes: No Response Needed No Response Needed, Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Opening Agent: Opened Date: 2/12/2009 11:49:54 AM Linked Event IDs:
Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, MEM Memphis, TN, USA - Memphis International Airport, AMS Amsterdam, Netherlands - Schiphol, Airline: Northwest Airlines -¬Northwest Airlines -¬, Subject Category: Duplicate Email (Email Team Only) - Duplicate Email (Email Team Only) Interaction Type: COMPLAINT Response Email: From: Prior Vendor To: {TSA Archives} Subject: Re: TSA Contact Us: All Other Inquiries <<#289324-387881#>> Body: <html><head><style type="text/css">p {margin-bottom: 0; margin-top: 0;}</style></head><body bgcolor="#ffffff" style="background: #ffffff"> <font size="2"></font><br /> <br><br><div>--- Original Message ---<BR>From: < (b) (6) ><BR>Received: 2/12/09 11:49:51 AM EST<BR>To: "TSA Contact Center" <[email protected]><BR>Subject: TSA Contact Us: All Other Inquiries<BR><BR>THIS GENERATED EMAIL HAS BEEN SENT FROM TSA INTERNET CONTACT US<BR>-----------------------------------------------------------------------------------------------------------<BR>Remote Client IP: (b) (6) <BR>Date Time: 2/12/2009 10:11:57 AM<BR>-----------------------------------------------------------------------------------------------------------<BR><BR> <TABLE style="FONT-SIZE: 12px; WIDTH: 750px" cellSpacing=1 cellPadding=3 border=2> <TBODY> <TR> <TD style="FONT-WEIGHT: bold; WIDTH: 200px">Name:</TD> <TD (b) (6) /TD></TR> <TR> <TD style="FONT-WEIGHT: bold; WIDTH: 200px">Email:</TD> <TD /TD></TR> <TR> <TD style="FONT-WEIGHT: bold; WIDTH: 200px">Brief Description of Inquiry:</TD> <TD>stolen property/ damaged bags</TD></TR> <TR> <TD style="FONT-WEIGHT: bold; WIDTH: 200px">Comments:</TD> <TD>To whom it may concern,<BR><BR>My parents have traveled to India for many years and year after year the Mumbai airport seemed to be getting a little better each time until this last trip they took. They arrived back to America on February 9, 2009 at 9:00 pm in Oklahoma City. When the checked in at the Mumbai airport at 10:30 pm the night before for their 1:30 am flight the lady at the check in counter asked them: GÇ£for a small fee the airline can take their hand luggageGÇÖs in as a check in and they will see it upon arrival at their final destination which was Oklahoma CityGÇ¥. When they reached Oklahoma City, my parents realized both hand luggageGÇÖs locks were broken into and the bags are completely damaged. At that point they thought TSA may have just checked it for security purpose and ended up breaking the locks. (They were aware the locks may be broken if TSA had to check them, which was fine but the stolen property and damaged luggage was completely bizarre). As they got home and opened the bags my mom noticed the jewelry cases she had put some jewelry in was missing. Whoever broke into the bags took the jewelry out of her bag and left the empty containers in the luggage. We then started to look for the TSA security procedure brochure they put in checked bags and didnGÇÖt find it in both bags. We are very concerned and scared about this because we are not sure if anyone could someday put something in our or anyoneGÇÖs luggage without their knowledge. I would really hope you look into MumbaiGÇÖs airport and their corrupted employees. I would also like to know what steps I need to go through to claim stolen and damaged property. They traveled on NWA from Mumbai To Amsterdam To Memphis To Oklahoma City arriving on Feb 9, 2009. I have contacted NWA and said they have nothing to do with this. I have contacted the Mumbai Airport and have got nowhere. Please let me know what I need to do next?<BR><BR>Thank you,<BR (b) (6) (b) (6) /TD></TR></TBODY></TABLE></div> <BR><BR>------ TCC Control Number: ------<BR><<#289324-387881#>></body></html> END RECORD
(b) (6)
CONTACT RECORD
EID: 51048242 Contact Type: Contact Date: 2008-06-19 14:31:08 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2008-06-19 14:31:08 Contact Prefix: Contact First Name: Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Caller is requesting to speak with Delta Airlines regarding his lost luggage. Body: Agent Notes: Provided airline's phone number Provided airline's phone number, Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Opening Agent: Opened Date: 6/19/2008 2:31:08 PM Linked Event IDs:
(b) (6)
Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, ATL Atlanta, GA, USA - Hartsfield International, Airline: Southwest AirlinesSouthwest Airlines, Delta Air, Subject Category: Airline-Lost Baggage - Airline-Lost Baggage Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 51060115 Contact Type: Contact Date: Medium: EMAIL Contact Status: CLOSED Incident Date: Contact Prefix: Contact First Name: Contact Middle Initial: Contact Last Name: Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: (b) (6) Subject: ISSUE, ISSUE, ISSUE, TSA Contact Us: Complaints Body: THIS GENERATED EMAIL HAS BEEN SENT FROM TSA INTERNET CONTACT US -----------------------------------------------------------------------------------------------------------Remote Client IP: (b) (6) Date Time: 3/15/2009 1:51:13 PM ------------------------------------------------------------------------------------------------------------
(b) (6)
(b) (6)
Name: Email: Complaints:TSA Accepted Locks GÇô Missing or Damaged Flight Info (If applicable. Enter Flight#/Airline/Terminal/Airport/Gate/Etc):Southwest Airlines Flight 878 DP OKC AR BWI March 15, 2009 TSA Inspection receipt info: OKC 15MAR'09 6:45 17 Comments:The TSA compliant lock on my luggage was missing upon arrival at BWI. In addition, my luggage was not properly closed (straps and zipper) causing the contents of my luggage to come out on the luggage carousel at BWI. TSA can either return my lock or provide compensation for replacement. Further, there should be standard operating procedure that requires TSA screeners to properly fasten and close inspected luggage to ensure luggage contents to not spill out of the luggage during handling!! Agent Notes: General Complaint w/Claim Response General Complaint w/Claim Response, Approved Locks w/ Claim Request Response, Merged 2 different responses to address the consumer's concerns. Deleted all paragraphs and sentences that would not assist in answering the consumer's concerns. Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Opening Agent: Opened Date: 3/15/2009 5:52:34 PM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, BWI Baltimore, MD, USA - Baltimore-Washington International, Airline: Southwest AirlinesSouthwest Airlines, Subject Category: TSA Accepted Locks - Missing or Damaged - TSA Accepted Locks - Missing or Damaged Interaction Type: COMPLAINT Response Email: From: Prior Vendor To:
(b) (6)
(b) (6)
Subject: Re: TSA Contact Us: Complaints <<#302176-402857#>> Body: <html><head><style type="text/css">p {margin-bottom: 0; margin-top: 0;}</style></head><body bgcolor="#ffffff" style="background: #ffffff"> <font size="2"><div style="width:100%;word-wrap:break-word;font-family: Arial;color: #000000;"><P><FONT face=" Helvetica, sansserif,Arial" size=3>Thank you for your electronic mail message concerning your travel experience. </FONT></P> <P><FONT size=3> </FONT> </P> <P><FONT face=" Helvetica, sans-serif,Arial" size=3>Enhanced security measures require that all checked baggage undergo some form of screening for prohibited items. Physical search of the luggage is required to clear every alarm. TSA screeners should exercise great care during the screening process to ensure that passengers' belongings are returned and not damaged when a bag needs to be opened. Unfortunately, on some occasions the screening process may fall short of our established standard. We apologize if these high standards were not met.</FONT> </P> <P><FONT size=3> </FONT> </P> <P><FONT face=" Helvetica, sans-serif,Arial" size=3>We monitor the number and nature of complaints we receive to track trends and spot areas of concern that may require special attention. This ongoing process will enable us to ensure prompt, corrective action whenever we determine that security screening policies need modification or specific employees or screener teams are the subject of repeated complaints.</FONT> </P> <P><FONT size=3> </FONT> </P> <P><FONT face=" Helvetica, sans-serif,Arial" size=3>We have attached a copy of our claims form so that you may seek compensation for the replacement of your TSA Approved Locks. The Transportation Security Administration (TSA) is responsible for reviewing all claims relating to the screening of passengers and their baggage. In order to protect your rights under federal law and to file a valid claim, you must send your claim in writing to TSA, stating the circumstances of the loss and the exact amount you are claiming (fair market value of lost or destroyed property, reasonable cost of repair for damaged property), within two years after your claim accrued. The claim must be signed by you or your authorized representative (e.g., an attorney or other personal representative with appropriate proof of authority). </FONT></P> <P><FONT size=3> </FONT> </P> <P><FONT face=" Helvetica, sans-serif,Arial" size=3>You can satisfy the notice requirement by filling out the attached Standard Form 95 (claim form) in accordance with the instructions, and returning it to the address in box #1. Please be sure to follow the instructions carefully, and to fill out the claim form completely. While use of the form is not mandatory, it will help you ensure that you meet the legal requirements for filing a claim. </FONT></P> <P><FONT size=3> </FONT> </P> <P><FONT face=" Helvetica, sans-serif,Arial" size=3>Please visit TSAGÇÖs Claims Management OfficeGÇÖs website at </FONT><FONT face=" Helvetica, sans-serif,Arial" size=3><A href="https://claims.tsa.dhs.gov/" shape=rect>https://claims.tsa.dhs.gov</A></FONT><FONT face=" Helvetica, sans-serif,Arial" size=3> for information related to filing a claim, replacement forms, checking the status of a claim and other claim related issues. If you have additional questions that are not addressed on this website, please contact the Claims Management Office at </FONT><FONT face=" Helvetica, sansserif,Arial" size=3><A href="http://[email protected]/" shape=rect>[email protected]</A></FONT><FONT face=" Helvetica, sans-serif,Arial" size=3>. </FONT></P> <P><FONT size=3> </FONT> </P> <P><FONT face=" Helvetica, sans-serif,Arial" size=3>Once the Claims Management Office has received your claim form, you will be sent a letter of acknowledgement and a claim number. You should keep the claim number for future reference when inquiring about your claim. TSA will try to resolve your claim as quickly as possible, but it may need time to make a further investigation of the facts. If TSA denies your claim, or has not finally resolved it within six months after you have filed it, you may have a right to bring your claim to court. </FONT></P> <P><FONT size=3> </FONT> </P> <P><FONT face=" Helvetica, sans-serif,Arial" size=3>We appreciate your taking the time to share your thoughts and concerns with us. We also encourage you to check the latest information at </FONT><FONT face=" Helvetica, sans-serif,Arial" size=3><A href="http://www.tsa.gov/" shape=rect>www.tsa.gov</A></FONT><FONT face=" Helvetica, sans-serif,Arial" size=3>.</FONT> </P> <P><FONT size=3> </FONT> </P> <P><FONT face=" Helvetica, sans-serif,Arial" size=3>TSA Contact Center</FONT><FONT face=" Helvetica, sans-serif,Arial" size=3><BR clear=none></FONT></P></div> </font><br /> <br><br><div>--- Original Message ---<BR>From: <(b) (6) ><BR>Received: 3/15/09 5:52:33 PM EDT<BR>To: "TSA Contact Center" <[email protected]><BR>Subject: TSA Contact Us: Complaints<BR><BR>THIS GENERATED EMAIL HAS BEEN SENT FROM TSA INTERNET CONTACT US<BR>------------------------------------------------------------------------------------------------------------<BR>Remote Client IP: (b) (6) <BR>Date Time: 3/15/2009 1:51:13 PM<BR>-----------------------------------------------------------------------------------------------------------<BR><BR> <TABLE style="FONT-SIZE: 12px; WIDTH: 750px" cellSpacing=1 cellPadding=3 border=2> <TBODY> <TR> <TD style="FONT-WEIGHT: bold; WIDTH: 200px">Name:</TD> <TD (b) (6) </TD></TR> <TR> <TD style="FONT-WEIGHT: bold; WIDTH: 200px">Email:</TD> <TD (b) (6) /TD></TR>
<TR> <TD style="FONT-WEIGHT: bold; WIDTH: 200px">Complaints:</TD> <TD>TSA Accepted Locks GÇô Missing or Damaged</TD></TR> <TR> <TD style="FONT-WEIGHT: bold; WIDTH: 200px">Flight Info (If applicable. Enter Flight#/Airline/Terminal/Airport/Gate/Etc):</TD> <TD>Southwest Airlines<BR>Flight 878 DP OKC AR BWI<BR>March 15, 2009<BR>TSA Inspection receipt info: OKC 15MAR'09 6:45 17</TD></TR> <TR> <TD style="FONT-WEIGHT: bold; WIDTH: 200px">Comments:</TD> <TD>The TSA compliant lock on my luggage was missing upon arrival at BWI. In addition, my luggage was not properly closed (straps and zipper) causing the contents of my luggage to come out on the luggage carousel at BWI. TSA can either return my lock or provide compensation for replacement. Further, there should be standard operating procedure that requires TSA screeners to properly fasten and close inspected luggage to ensure luggage contents to not spill out of the luggage during handling!!</TD></TR></TBODY></TABLE></div> <BR><BR>------ TCC Control Number: ------<BR><<#302176-402857#>></body></html> END RECORD
CONTACT RECORD
EID: 51073617 Contact Type: Contact Date: 2009-03-27 11:52:46 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2009-03-22 14:35:46 Contact Prefix: Contact First Name: Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Items missing from checked bag@(OKC & jewerly). Body: Agent Notes: Provided Lost and Found information to caller and walked caller thru website. Provided Lost and Found information to caller and walked caller thru website. NOI inside bag. Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Opening Agent: Opened Date: 3/27/2009 11:52:46 AM Linked Event IDs:
(b) (6)
(b) (6)
Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, SNA Santa Ana, CA, USA - John Wayne Airport, IAH,Houston, TX, USA - Houston Intercontinental, Airline: Continental Airlines (present) -¬Continental Airlines (present) -¬, Subject Category: Claim Form Requests - Missing items from Checked Baggage - Claim Form Requests - Missing items from Checked Baggage Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 51079953 Contact Type: Contact Date: Medium: EMAIL Contact Status: CLOSED Incident Date: Contact Prefix: (b) (6) Contact First Name: Contact Middle Initial: Contact Last Name: Unknown Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: (b) (6) Subject: ISSUE, TSA Contact Us: Complaints Body: THIS GENERATED EMAIL HAS BEEN SENT FROM TSA INTERNET CONTACT US -----------------------------------------------------------------------------------------------------------Remote Client IP: (b) (6) Date Time: 3/31/2009 4:19:00 AM ------------------------------------------------------------------------------------------------------------
Name: Email: Complaints:Damaged or Missing items in Checked or Carry-on Baggage Flight Info (If applicable. Enter Flight#/Airline/Terminal/Airport/Gate/Etc):Flight C01/Continental/OKC to IAH to HNL to PGUA on 03-27-09 Baggage # CO 0005524338 Comments:I know for a fact a TSA screener stole approximately $15 of loose change in checked luggage. I thought TSA was supposed to protect travelers, not take advantage of travelers? Agent Notes: General Complaint w/Claim Response General Complaint w/Claim Response, Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Opening Agent: Opened Date: 3/31/2009 1:19:15 PM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, HNL Honolulu, HI, USA - Honolulu International, GUA Guatemala City, Guatemala - La Aurora Intl Airport, Airline: Continental Airlines (present) -¬Continental Airlines (present) -¬, Subject Category: Claim Form Requests - Missing items from Checked Baggage - Claim Form Requests - Missing items from Checked Baggage Interaction Type: COMPLAINT Response Email: From: Prior Vendor To: (b) (6) Subject: Re: TSA Contact Us: Complaints <<#308002-409705#>> Body:
(b) (6)
<html><head><style type="text/css">p {margin-bottom: 0; margin-top: 0;}</style></head><body bgcolor="#ffffff" style="background: #ffffff"> <font size="2"><div style="width:100%;word-wrap:break-word;font-family: Arial;color: #000000;"><P><FONT size=3>Thank you for your e-mail concerning your travel experience. <BR clear=none> <BR clear=none>Enhanced security measures require that all checked baggage undergo some form of screening for prohibited items. Physical search of the luggage is required to clear every alarm. Transportation Security Administration (TSA) screeners should exercise great care during the screening process to ensure that passengers' belongings are returned and not damaged when a bag needs to be opened. We regret if these high standards were not met.<BR clear=none> <BR clear=none>We monitor the number and nature of complaints we receive to track trends and spot areas of concern that may require special attention. This ongoing process will enable us to ensure prompt, corrective action whenever we determine that security screening policies need modification or specific employees or screener teams are the subject of repeated complaints.<BR clear=none> <BR clear=none>TSA is responsible for reviewing all claims relating to the screening of passengers and their baggage. To protect your rights under federal law and to file a valid claim, you must send your claim in writing to TSA, stating the circumstances of the loss and the exact amount you are claiming (fair market value of lost or destroyed property, reasonable cost of repair for damaged property), within 2 years after your claim accrued. The claim must be signed by you or your authorized representative (e.g., an attorney or other personal representative with appropriate proof of authority). <BR clear=none> <BR clear=none>To file a claim, fill out the attached Standard Form 95 (claim form) in accordance with the instructions, and return it to the address in box #1. Please be sure to follow the instructions carefully, and to fill out the claim form completely. While use of the form is not mandatory, it will help you ensure that you meet the legal requirements for filing a claim. If you decide to file a claim, it will be processed in accordance with the Federal Tort Claims Act.<BR clear=none> <BR clear=none>Once the Claims Management Office has received your claim form, you will be sent a letter of acknowledgement and a claim number. You should keep the claim number for future reference when inquiring about your claim. TSA will try to resolve your claim as quickly as possible, but it may need time to make a further investigation of the facts. If TSA denies your claim, or has not finally resolved it within 6 months after you have filed it, you may have a right to bring your claim to court. <BR clear=none> <BR clear=none>You can also access claim forms online at the TSAGÇÖs Claims Management OfficeGÇÖs website at <A href="http://www.tsa.gov/travelers/customer/claims/index.shtm" shape=rect>www.tsa.gov/travelers/customer/claims/index.shtm</A>. This website also has information related to filing a claim, checking the status of a claim, and other claim-related issues. You can also access this website by clicking on the Claims Management Office link in the GÇ£Resource CenterGÇ¥ on TSAGÇÖs homepage at <A href="http://www.tsa.gov/" shape=rect>www.tsa.gov</A>. If you have additional questions related to the claims process, please contact the Claims Management Office at <A href="mailto:[email protected]" shape=rect>[email protected]</A>. </FONT></P> <P><FONT size=3> </FONT> </P> <P><FONT size=3>TSA Contact Center</FONT><BR clear=none></P></div> </font><br /> <br><br><div>--- Original Message ---<BR>From: <(b) (6) ><BR>Received: 3/31/09 1:19:13 PM EDT<BR>To: "TSA Contact Center" <[email protected]><BR>Subject: TSA Contact Us: Complaints<BR><BR>THIS GENERATED EMAIL HAS BEEN SENT FROM TSA INTERNET CONTACT US<BR>-----------------------------------------------------------------------------------------------------------<BR>Remote Client IP: (b) (6) <BR>Date Time: 3/31/2009 4:19:00 AM<BR>-----------------------------------------------------------------------------------------------------------<BR><BR> <TABLE style="FONT-SIZE: 12px; WIDTH: 750px" cellSpacing=1 cellPadding=3 border=2> <TBODY> <TR> <TD style="FONT-WEIGHT: bold; WIDTH: 200px">Name:</TD> <TD (b) (6) /TD></TR> <TR> <TD style="FONT-WEIGHT: bold; WIDTH: 200px">Email:</TD> <TD (b) (6) </TD></TR> <TR> <TD style="FONT-WEIGHT: bold; WIDTH: 200px">Complaints:</TD> <TD>Damaged or Missing items in Checked or Carry-on Baggage</TD></TR> <TR> <TD style="FONT-WEIGHT: bold; WIDTH: 200px">Flight Info (If applicable. Enter Flight#/Airline/Terminal/Airport/Gate/Etc):</TD> <TD>Flight C01/Continental/OKC to IAH to HNL to PGUA on 03-27-09<BR><BR>Baggage # CO 0005524338</TD></TR> <TR> <TD style="FONT-WEIGHT: bold; WIDTH: 200px">Comments:</TD> <TD>I know for a fact a TSA screener stole approximately $15 of loose change in checked luggage. I thought TSA was supposed to protect travelers, not take advantage of travelers?</TD></TR></TBODY></TABLE></div> <BR><BR>------ TCC Control Number: ------<BR><<#308002-409705#>></body></html> END RECORD
CONTACT RECORD
EID: 51086349 Contact Type: Contact Date: 2009-04-07 10:33:26 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2009-04-06 05:00:00 Contact Prefix: (b) (6) Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Caller asked how can items confiscated items (powder welding flux) can be retrieved , Body: Agent Notes: Advised caller that there are no provisions for returning banned (powder welding flux) items. Each airport establishes procedures for handling lost and found items. TSA follows those procedures where they exist. The airports in those instances are responsible for holding and disposing items under applicable local laws. In an airport where no policy exists, found articles are collected, stored, and disposed of under General Services Administration rules. Advised caller that there are no provisions for returning banned (powder welding flux) items. Each airport establishes procedures for handling lost and found items. TSA follows those procedures where they exist. The airports in those instances are responsible for holding and disposing items under applicable local laws. In an airport where no policy exists, found articles are collected, stored, and disposed of under General Services Administration rules. Cakller statest aht he has traveled with powder welding flux around the world. Caller states that a hazardous letter was inside the luggage with a (NOI). Advised caller to file a a claim and instructed to download claim form from website. Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Opening Agent: Opened Date: 4/7/2009 10:33:26 AM Linked Event IDs:
(b) (6)
Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, SNA Santa Ana, CA, USA - John Wayne Airport, Airline: Frontier AirFrontier Air, Subject Category: Voluntarily Abandoned Property- Retrieving Abandoned/Confiscated Items - Voluntarily Abandoned PropertyRetrieving Abandoned/Confiscated Items Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 51089030 Contact Type: Contact Date: 2009-04-08 18:00:27 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2009-04-08 18:00:27 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Caller said that there was a NOI in her checked bagagge and she is missing a Cannon digital camera. Body: Agent Notes: Provided the number to TSA's lost and found at OKC. Provided the number to TSA's lost and found at OKC. Approx check in 12:27pm. Walked caller through website for claim form. Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Opening Agent: Opened Date: 4/8/2009 6:00:27 PM Linked Event IDs: Responses: Response Airport: OKCOKC,Oklahoma City, OK, USA - Will Rogers World Airport, Airline: Subject Category: Lost and Found- TSA - Lost and Found- TSA Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 51090457 Contact Type: Contact Date: 2009-04-09 16:13:17 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2009-04-08 16:13:17 Contact Prefix: Contact First Name: Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Caller wants to report that their TSA accepted lock is missing after traveling through (OKC), Caller asked if claim form is available on TSA website, Caller wanted to report that screener made mess of checked bag and items were not re-packed properly after screening at (OKC), Body: Agent Notes: Provided the number to TSA's lost and found at (OKC), Walked caller through website for claim form, Provided the number to TSA's lost and found at (OKC), Walked caller through website for claim form, Advised caller we would note issue, and an FYI will be sent to the CSM at that airport who oversees the screening operation. Offered a claim form., The TCC received the following information as an FYI. We are forwarding this information to you for your review.
(b) (6)
For Your Information: (b) (6) travelled on April 8, 2009 through OKC airport, when she departed she and her husband made sure that the checked luggge was securely locked with TSA approved locks. (b) (6) stated that when they arrived at their destination their TSA approved locks were missing from the luggage and all of their items inside were completly in disarray. I informed her of TSA's policy regarding the screener's procedures with open and closing a checked bag. (b) (6) is truly confused and frustrated to why her locks are missing and her bag in disarray if she followed the policy, (b) (6) requested that an email be sent out on her behalf to the CSM of OKC airport to inform them of what she went through.
Date of Incident: 04/08/2009 Customer Name: Customer Contact Information: (b) Airport: OKC Airline: Flight#: Terminal/Gate: Check In/Incident Time: Checked Baggage: Checked Baggage Tag Number: Event ID #: 30015932950409
(6)
Follow Up: To TSOC Date: From TSOC Date: Last Updated By: Last Update Date: Opening Agent: Opened Date: 4/9/2009 4:13:17 PM Linked Event IDs:
(b) (6)
Responses: Response
Airport: OKCOKC,Oklahoma City, OK, USA - Will Rogers World Airport, Airline: Subject Category: TSA Accepted Locks - Missing or Damaged - TSA Accepted Locks - Missing or Damaged Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 51098316 Contact Type: Contact Date: 2009-04-15 20:00:01 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2009-04-14 15:45:01 Contact Prefix: Contact First Name: Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Caller wanted to know the number for TSA at OKC. He had items missing from checked bag@(OKC & $80 pair of sunglasses). Body: Agent Notes: Provided Lost and Found information to caller and SF-95 form accessed on-line., Provided Lost and Found information to caller and SF-95 form accessed on-line., Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Opening Agent: Opened Date: 4/15/2009 8:00:01 PM Linked Event IDs:
(b) (6)
(b) (6)
Responses: Response Airport: OKCOKC,Oklahoma City, OK, USA - Will Rogers World Airport, Airline: United Airlines -¬United Airlines -¬, Subject Category: TSA Contact Information - TSA Contact Information Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 51101159 Contact Type: Contact Date: Medium: EMAIL Contact Status: CLOSED Incident Date: Contact Prefix: Contact First Name: (b) (6) (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: (b) (6) Subject: ISSUE, TSA Contact Us: Complaints Body: THIS GENERATED EMAIL HAS BEEN SENT FROM TSA INTERNET CONTACT US -----------------------------------------------------------------------------------------------------------Remote Client IP: (b) (6) Date Time: 4/16/2009 2:29:33 PM ------------------------------------------------------------------------------------------------------------
Name: Email: Complaints:My Complaint is Not Listed Here Flight Info (If applicable. Enter Flight#/Airline/Terminal/Airport/Gate/Etc):TSA is not accepting my TWIC card as photo ID at the Security Gates in the Oklahoma City, Ok airport. TSA workers say that it does not have a birth date. Comments:Is the TWIC card good for air travel and does Oklahoma City, OK airport require other Federal, State or Local ID? Thank you Agent Notes: ID GÇô VALID ID NOT ACCEPTED ID GÇô VALID ID NOT ACCEPTED, BCC OKC SHM/CSQIM
(b) (6)
(b) (6)
at
(b) (6)
Follow Up: To TSOC Date: From TSOC Date: Last Updated By: Last Update Date: Opening Agent: Opened Date: 4/16/2009 7:23:04 PM Linked Event IDs:
(b) (6)
Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, Airline: Subject Category: ID Requirements - ID Requirements Interaction Type: COMPLAINT Response Email: From: Prior Vendor To: (b) (6) Subject: Re: TSA Contact Us: Complaints <<#314461-417268#>> Body: <html><head><style type="text/css">p {margin-bottom: 0; margin-top: 0;}</style></head><body bgcolor="#ffffff" style="background:
#ffffff"> <font size="2"><div style="width:100%;word-wrap:break-word;font-family: Arial;color: #000000;"><P><FONT face=" Helvetica, sansserif,Arial" size=3>Thank you for e-mail, regarding identification (ID) requirements at the security screening checkpoint. Specifically, you felt that the ID you presented should have been accepted.</FONT><FONT size=3> </FONT> </P> <P><BR clear=none><FONT face=" Helvetica, sans-serif,Arial" size=3>We regret you found your screening experiences unsatisfactory. The Transportation Security Administration (TSA) seeks to provide the highest level of security and customer service to all who pass through our screening checkpoints. Every person and item must be screened before entering each secured area, and the manner in which the screening is conducted is important. Our current policies and procedures focus on ensuring that all passengers, regardless of their personal situations and needs, are treated with dignity, respect, and courtesy.</FONT> </P> <P><FONT size=3> </FONT> </P> <P><FONT face=" Helvetica, sans-serif,Arial" size=3>We are unable to determine why the Transportation Security Officer (TSO) did not accept the ID your presented at the screening checkpoint. If the ID you presented is from the list below, it is a valid form of identification and it should have been accepted without an additional ID requirement. We regret any inconvenience this caused. </FONT></P> <P><FONT size=3> </FONT> </P> <P><FONT face=" Helvetica, sans-serif,Arial" size=3>The following forms of ID are fully acceptable and must contain name, date of birth, gender, expiration date, and a tamper-resistant feature: </FONT><FONT size=3> </FONT> </P> <UL> <LI><FONT face=" Helvetica, sans-serif,Arial" size=3>State-issued driverGÇÖs license </FONT></LI> <LI><FONT face=" Helvetica, sans-serif,Arial" size=3>U.S. passport </FONT></LI> <LI><FONT face=" Helvetica, sans-serif,Arial" size=3>U.S. passport card </FONT></LI> <LI><FONT face=" Helvetica, sans-serif,Arial" size=3>U.S. Department of Homeland Security (DHS) GÇ£Trusted TravelerGÇ¥ cards (NEXUS, SENTRI, FAST) </FONT></LI> <LI><FONT face=" Helvetica, sans-serif,Arial" size=3>U.S. Military ID (Active and Retired)</FONT><FONT size=3> </FONT></LI> <LI><FONT face=" Helvetica, sans-serif,Arial" size=3>Permanent Resident Card </FONT></LI> <LI><FONT face=" Helvetica, sans-serif,Arial" size=3>Border Crossing Card </FONT></LI> <LI><FONT face=" Helvetica, sans-serif,Arial" size=3>DHS-designated enhanced driverGÇÖs license </FONT></LI> <LI><FONT face=" Helvetica, sans-serif,Arial" size=3>A Native American Tribal Photo ID </FONT></LI> <LI><FONT face=" Helvetica, sans-serif,Arial" size=3>An airline or airport-issued ID (if issued under a TSA-approved security plan) </FONT></LI> <LI><FONT face=" Helvetica, sans-serif,Arial" size=3>A Registered Traveler Card (that contains the following: Name; Date of Birth; Gender; Expiration date; and a Tamper-resistant feature)</FONT><FONT size=3> </FONT></LI> <LI><FONT face=" Helvetica, sans-serif,Arial" size=3>A Transportation Workers Identification Credential (TWIC) </FONT></LI> <LI><FONT face=" Helvetica, sans-serif,Arial" size=3>Photo ID issued by DMV or equivalent State or U.S. Territory Government Office for the sole purpose of identification.</FONT><FONT size=3> </FONT></LI> <LI><FONT face=" Helvetica, sans-serif,Arial" size=3>A foreign government-issued passport, Canadian provincial driverGÇÖs license, or Indian and Northern Affairs Canada (INAC) card are also acceptable forms of photo ID.</FONT> </LI></UL> <P><FONT face=" Helvetica, sans-serif,Arial" size=3>Furthermore, we have forwarded a copy of your email to the Customer Service Manager at OKC airport for review. The Customer Service Manager is responsible for ensuring that the TSO workforce adheres to TSA principles for professional and courteous customer service.</FONT> </P> <P><FONT size=3> </FONT> </P> <P><FONT size=3> </FONT> </P> <P><FONT face=" Helvetica, sans-serif,Arial" size=3>TSA Contact Center</FONT> </P> <P> </P></div> </font><br /> <br><br><div>--- Original Message ---<BR>From: < (b) (6) ><BR>Received: 4/16/09 7:23:03 PM EDT<BR>To: "TSA Contact Center" <[email protected]><BR>Subject: TSA Contact Us: Complaints<BR><BR>THIS GENERATED EMAIL HAS BEEN SENT FROM TSA INTERNET CONTACT US<BR>------------------------------------------------------------------------------------------------------------<BR>Remote Client IP: (b) (6) <BR>Date Time: 4/16/2009 2:29:33 PM<BR>-----------------------------------------------------------------------------------------------------------<BR><BR> <TABLE style="FONT-SIZE: 12px; WIDTH: 750px" cellSpacing=1 cellPadding=3 border=2> <TBODY> <TR> <TD style="FONT-WEIGHT: bold; WIDTH: 200px">Name:</TD> <TD>(b) (6) </TD></TR> <TR> <TD style="FONT-WEIGHT: bold; WIDTH: 200px">Email:</TD> <TD(b) (6) </TD></TR> <TR> <TD style="FONT-WEIGHT: bold; WIDTH: 200px">Complaints:</TD> <TD>My Complaint is Not Listed Here</TD></TR> <TR> <TD style="FONT-WEIGHT: bold; WIDTH: 200px">Flight Info (If applicable. Enter Flight#/Airline/Terminal/Airport/Gate/Etc):</TD> <TD>TSA is not accepting my TWIC card as photo ID at the Security Gates in the Oklahoma City, Ok airport. TSA workers say that it does not have a birth date.</TD></TR>
<TR> <TD style="FONT-WEIGHT: bold; WIDTH: 200px">Comments:</TD> <TD>Is the TWIC card good for air travel and does Oklahoma City, OK airport require other Federal, State or Local ID?<BR><BR>Thank you.</TD></TR></TBODY></TABLE></div> <BR><BR>------ TCC Control Number: ------<BR><<#314461-417268#>></body></html> END RECORD
CONTACT RECORD
EID: 51101696 Contact Type: Contact Date: 2009-04-18 16:17:13 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2009-04-18 05:00:13 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: Contact Suffix: Contact Address 1: (b) (6) Contact Address 2: Contact City: (b) (6) Contact State: (b) (6) Contact Zip: (b) (6) Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Caller stated that she recieved a TSA notice of confiscation for lighters and matches but TSA instead took a can of lubricant for a pair of dog clippers that she had in the bag, Body: Agent Notes: Provided the lost and found number for OKC, Provided the lost and found number for OKC, SF-95 form mailed on (04/19/2009), The following information has been received by the TSA Contact Center and it is being forwarded to you for your review and/or follow-up. Please reply by email, to the TCC Customer Service Representative sending this message, with the actions taken to resolve this consumers' issue.
(b) (6)
Brief Description: (b) (6) took a return flight on 04/18/2009 from OKC, and when she arrived at her destination and opened her bag she noticed a TSA notice of confiscation which stated for lighters and matches. (b) (6) stated that she did not have lighters or matches packed inside her checked luggage so she didn't understand what the notice was for. She then noticed that a can of lubrication that she uses for her dog clippers were not inside her bag. She stated that she first departed with the can in her bag and there wasn't a problem, now on her return flight her can was taken. Caller stated that the notice of lighter and matches confiscation is truly confusing to her,(b) (6) asked if someone may contact her regarding this incident.
Date of Incident: 04/18/2009 Customer Name:(b) (6) Customer Contact Information: (b) (6) Airport: OKC Airline: American Airlines Flight#: Terminal/Gate: Check In/Incident Time: Carry On or Checked Baggage: Checked baggage Baggage Tag Number: Event ID #: 300163279090418
Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Opening Agent: Opened Date: 4/18/2009 4:17:13 PM Linked Event IDs: Responses: Response Airport: OKCOKC,Oklahoma City, OK, USA - Will Rogers World Airport,
Airline: American Airlines -¬American Airlines -¬, Subject Category: Voluntarily Abandoned Property- Retrieving Abandoned/Confiscated Items - Voluntarily Abandoned PropertyRetrieving Abandoned/Confiscated Items Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 51102954 Contact Type: Contact Date: Medium: EMAIL Contact Status: CLOSED Incident Date: Contact Prefix: Contact First Name: Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: (b) (6) Subject: ISSUE, TSA Contact Us: Complaints Body: THIS GENERATED EMAIL HAS BEEN SENT FROM TSA INTERNET CONTACT US -----------------------------------------------------------------------------------------------------------Remote Client IP: (b) (6) Date Time: 4/17/2009 5:39:35 PM ------------------------------------------------------------------------------------------------------------
(b) (6)
Name: (b) (6) Email: (b) (6) Complaints:Damaged or Missing items in Checked or Carry-on Baggage Flight Info (If applicable. Enter Flight#/Airline/Terminal/Airport/Gate/Etc):NW 621 and NW 2108 on 05/apr/09 Oklahoma City to Seattle Comments:I received a note stating TSA inspected my bags. However, three items were missing. Two picture frames that were silver and a necklace that "appeared" to be the real thing, but was not. This necklace was to be used by my daughter for a wedding. I work for NW airlines and am VERY disappointed with TSA employees! Agent Notes: Retrieve Items & Claims Response Retrieve Items & Claims Response, Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Opening Agent: Opened Date: 4/17/2009 7:34:06 PM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, SEA Seattle, WA, USA - Seattle Tacoma Intl Airport, Airline: Northwest Airlines -¬Northwest Airlines -¬, Subject Category: Claim Form Requests - Missing items from Checked Baggage - Claim Form Requests - Missing items from Checked Baggage Interaction Type: COMPLAINT Response Email: From: Prior Vendor To: (b) (6) Subject: Re: TSA Contact Us: Complaints <<#314934-417859#>> Body: <html><head><style type="text/css">p {margin-bottom: 0; margin-top: 0;}</style></head><body bgcolor="#ffffff" style="background:
#ffffff"> <font size="2"><div style="width:100%;word-wrap:break-word;font-family: Arial;color: #000000;"><P>Thank you for your email message regarding the retrieval of missing items. <BR clear=none> <BR clear=none>Each airport establishes procedures for handling lost and found items. The Transportation Security Administration (TSA) follows those procedures where they exist. The airports in those instances are responsible for holding and disposing items under applicable local laws. Items, such as locks, tags, straps, and other external luggage pieces, are often lost or damaged as the baggage goes through the baggage handling equipment and may or may not have been found by airline/airport personnel. </P> <P>In an airport where no policy exists, found articles are collected, stored, and disposed of under General Services Administration rules. TSA is unable to identify and return all items, but may be able to locate and return items on a case-by-case basis. We suggest you contact the airport where your items were confiscated or lost, at 405-680-3233(OKC).<BR clear=none> <BR clear=none>We work very hard to achieve consistency in the security processes. As we inspect screening operations at airports and receive feedback from the traveling public, we address inconsistencies and ensure corrective actions are taken, when necessary. We will continue to do all that we can to inspect screening operations and provide written procedures and training to specify how the process is to be applied.<BR clear=none> <BR clear=none>To file a claim, fill out the attached Standard Form 95 (claim form) in accordance with the instructions, and return it to the address in box #1. Please be sure to follow the instructions carefully, and to fill out the claim form completely. While use of the form is not mandatory, it will help you ensure that you meet the legal requirements for filing a claim. If you decide to file a claim, it will be processed in accordance with the Federal Tort Claims Act.<BR clear=none> <BR clear=none>Once the Claims Management Office has received your claim form, you will be sent a letter of acknowledgement and a claim number. You should keep the claim number for future reference when inquiring about your claim. TSA will try to resolve your claim as quickly as possible, but it may need time to make a further investigation of the facts. If TSA denies your claim, or has not finally resolved it within 6 months after you have filed it, you may have a right to bring your claim to court. <BR clear=none> <BR clear=none>You can also access claim forms online at the TSAGÇÖs Claims Management OfficeGÇÖs website at <A href="http://www.tsa.gov/travelers/customer/claims/index.shtm" shape=rect>www.tsa.gov/travelers/customer/claims/index.shtm</A>. This website also has information related to filing a claim, checking the status of a claim, and other claim-related issues. You can also access this website by clicking on the Claims Management Office link in the GÇ£Resource CenterGÇ¥ on TSAGÇÖs homepage at <A href="http://www.tsa.gov/" shape=rect>www.tsa.gov</A>. If you have additional questions related to the claims process, please contact the Claims Management Office at <A href="mailto:[email protected]" shape=rect>[email protected]</A>. <BR clear=none> <BR clear=none>TSA Contact Center<BR clear=none></P></div> </font><br /> <br><br><div>--- Original Message ---<BR>From: < (b) (6) ><BR>Received: 4/17/09 7:34:05 PM EDT<BR>To: "TSA Contact Center" <[email protected]><BR>Subject: TSA Contact Us: Complaints<BR><BR>THIS GENERATED EMAIL HAS BEEN SENT FROM TSA INTERNET CONTACT US<BR>------------------------------------------------------------------------------------------------------------<BR>Remote Client IP:(b) (6) <BR>Date Time: 4/17/2009 5:39:35 PM<BR>-----------------------------------------------------------------------------------------------------------<BR><BR> <TABLE style="FONT-SIZE: 12px; WIDTH: 750px" cellSpacing=1 cellPadding=3 border=2> <TBODY> <TR> <TD style="FONT-WEIGHT: bold; WIDTH: 200px">Name:</TD> <TD>(b) (6) </TD></TR> <TR> <TD style="FONT-WEIGHT: bold; WIDTH: 200px">Email:</TD> <TD /TD></TR> <TR> <TD style="FONT-WEIGHT: bold; WIDTH: 200px">Complaints:</TD> <TD>Damaged or Missing items in Checked or Carry-on Baggage</TD></TR> <TR> <TD style="FONT-WEIGHT: bold; WIDTH: 200px">Flight Info (If applicable. Enter Flight#/Airline/Terminal/Airport/Gate/Etc):</TD> <TD>NW 621 and NW 2108 on 05/apr/09<BR>Oklahoma City to Seattle</TD></TR> <TR> <TD style="FONT-WEIGHT: bold; WIDTH: 200px">Comments:</TD> <TD>I received a note stating TSA inspected my bags. However, three items were missing. Two picture frames that were silver and a necklace that "appeared" to be the real thing, but was not. This necklace was to be used by my daughter for a wedding. I work for NW airlines and am VERY disappointed with TSA employees!</TD></TR></TBODY></TABLE></div> <BR><BR>------ TCC Control Number: ------<BR><<#314934-417859#>></body></html> END RECORD
(b) (6)
CONTACT RECORD
EID: 51109283 Contact Type: Contact Date: 2009-04-24 16:52:12 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2009-04-24 08:30:12 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: (b) (6) Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: (b) (6) Contact Address 2: Contact City: (b) (6) Contact State: (b) (6) Contact Zip: (b) (6) Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Caller wants to report that their 2 TSA accepted lock is missing after traveling through (OKC,DFW), 4.24.2009 Body: Agent Notes: SF-95 form mailed on (4.24.2009) SF-95 form mailed on (4.24.2009) Caller checked in at 6:45AM Flight#1163 Arrived at DFW at 9:50Am departing at 10:36AM.CAller 3361 Flight3 DFw -PIT Follow Up: To TSOC Date: From TSOC Date: Last Updated By: 3/22/2010 1:41:02 PM, Last Update Date: Opening Agent: Opened Date: 4/24/2009 4:52:12 PM Linked Event IDs:
(b) (6)
Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, PIT Pittsburgh, PA, USA - Greater Pit Intnl Airport, DFW Dallas/Ft Worth, TX, USA - Dallas Ft Worth International, Airline: American Airlines -¬American Airlines -¬, Subject Category: TSA Accepted Locks - Missing or Damaged - TSA Accepted Locks - Missing or Damaged Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 51118820 Contact Type: Contact Date: 2009-05-02 14:36:24 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2009-05-01 12:11:00 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Items missing from checked bag@(SJC)., Body: Agent Notes: Provided Lost and Found information to caller Provided Lost and Found information to caller Walked caller through website for claim form, Stated that his whole gps system with the mounting and power cord is missing from his checked baggage, stated that there wasn't any notification that TSA inspected the bag, Caller asked if claim form is available on TSA website, Follow Up: To TSOC Date: From TSOC Date: Last Updated By: 5/2/2009 2:44:40 PM, Last Update Date: Opening Agent: Opened Date: 5/2/2009 2:36:24 PM Linked Event IDs:
(b) (6)
Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, SJC San Jose, CA, USA - San Jose International Airport, Airline: Continental Airlines (present) -¬Continental Airlines (present) -¬, Subject Category: Claim Form Requests - Missing items from Checked Baggage - Claim Form Requests - Missing items from Checked Baggage Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 51127181 Contact Type: Contact Date: 2009-05-08 15:28:50 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2009-05-07 09:30:00 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Items missing from checked bag@(OKC & Digital camer and guess purse). Body: Agent Notes: Provided Lost and Found information to caller and SF-95 form offered. Provided Lost and Found information to caller and SF-95 form offered. NOI. Follow Up: To TSOC Date: From TSOC Date: Last Updated By: 5/8/2009 3:29:14 PM,(b) (6) 5/8/2009 3:33:05 PM, 6/23/2009 6:14:07 PM, Last Update Date: Opening Agent: Opened Date: 5/8/2009 3:28:50 PM Linked Event IDs:
(b) (6)
(b) (6)
(b) (6)
Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, Airline: Northwest Airlines -¬Northwest Airlines -¬, Subject Category: Claim Form Requests - Missing items from Checked Baggage - Claim Form Requests - Missing items from Checked Baggage Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 51133266 Contact Type: Contact Date: 2009-05-13 14:15:02 Medium: EMAIL Contact Status: CLOSED Incident Date: Contact Prefix: Contact First Name: Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: (b) (6) Subject: ISSUE, FW: TSA complaint Body:
(b) (6)
_____ From: (b) (6) [mailto: Sent: Tuesday, April 28, 2009 11:15 PM To: OCR-externalcompliance, tsa Subject: TSA complaint
(b) (6)
Hello, I have never complained about TSA employees, or the screening at any airport, but it is time to report the Oklahoma City Will Rogers Airport TSA employees. * My bag of liquids was pulled out of my suitcase and set up on the top next to the screener. I asked 3 times for my bag and said "excuse me" 3 times with no one looking in my direction and 5 people standing around right in front of me laughing and playing. I finally raised my voice and said excuse me, and was yelled at for "yelling" and told " I am stacking these bins, and have a job of this to do and have not time for you or your problem" He then lectured me for "yelling", and everyone of my bags was re-run 3 times. I have recently checked in at San Diego, Chicago, LA and DFW, and have had no one behave this way, nor has anyone complained about what I pack in my suitcase. Today they took my hot rollers out and ran them separately. Do these people have no training???? * This happens every time, to someone, when I check in at the OKC airport * I have never encountered such rude people, so involved with their power, and mostly I believe the supervisor is responsible for these behaviors. * The man's name who was the primary offender is named
(b) (6)
(b) (6)
The other 6 or 7 people were laughing and encouraging his behavior. * I believe this makes people much less patient with TSA, and probably creates more problems than they are worth. * OKC airport is the only airport I have checked into recently that requires me to show my boarding pass to pass through the screening machine.
(b) (6)
Agent Notes: Consumer Complaint BCC/CSM Response Consumer Complaint BCC/CSM Response, Placed the airport code for (OKC) into the Consumer Complaint BCC/CSM Response and BCC: the CSM of the (OKC) airport. Follow Up: To TSOC Date: From TSOC Date: Last Updated By: 5/13/2009 2:15:02 PM, (b) (6) 5/13/2009 2:41:56 PM, 5/13/2009 2:42:18 PM, Last Update Date: Opening Agent: Opened Date: 5/9/2009 3:57:55 PM Linked Event IDs:
(b) (6)
(b) (6)
(b) (6)
Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, SAN San Diego, CA, USA - Lindbergh International Airport, LAX Los Angeles, CA, USA - Los Angeles Intl Airport, DFW Dallas/Ft Worth, TX, USA - Dallas Ft Worth International, Airline: Subject Category: Discourteous- Rude Employee - Discourteous- Rude Employee Interaction Type: COMPLAINT Response Email: From: Prior Vendor To: (b) (6) Subject: Re: FW: TSA complaint <<#63509-427245#>> Body: <html><head><style type="text/css">p {margin-bottom: 0; margin-top: 0;}</style></head><body bgcolor="#ffffff" style="background: #ffffff"><html><head><style type="text/css">p {margin-bottom: 0; margin-top: 0;}</style></head><body bgcolor="#ffffff" style="background: #ffffff"> <font size="2"><div style="width:100%;word-wrap:break-word;font-family: Arial;color: #000000;"><P><FONT face=" Helvetica, sansserif,Arial">Thank you for your email message. We are sorry you were unhappy with your recent travel experience.</FONT> </P> <P> </P> <P><FONT face=" Helvetica, sans-serif,Arial">Because your complaint is regarding screening at OKC, we have forwarded a copy of your email to the Customer Service Manager at that airport. The Customer Service Manager is responsible for ensuring that the screener workforce adheres to TSA principles for professional processing.</FONT> </P> <P> </P> <P><FONT face=" Helvetica, sans-serif,Arial">We monitor the number and nature of complaints we receive to track trends and spot areas of concern that may require special attention. This ongoing process will enable us to ensure prompt, corrective action whenever we determine that security-screening policies need modification or specific employees or screener teams are the subjects of repeated complaints.</FONT> </P> <P> </P> <P><FONT face=" Helvetica, sans-serif,Arial">Again, the TSA offers sincere apologies for the discomfort you experienced while traveling and encourage you to check the latest information at </FONT><FONT face=" Helvetica, sans-serif,Arial"><A href="http://www.tsa.gov/" shape=rect>www.tsa.gov</A></FONT><FONT face=" Helvetica, sans-serif,Arial">.</FONT> </P> <P> </P> <P><FONT face=" Helvetica, sans-serif,Arial">TSA Contact Center</FONT><FONT face=" Helvetica, sans-serif,Arial"><BR clear=none></FONT></P></div> <div style="width:100%;word-wrap:break-word;font-family: Arial;color: #000000;"><p class="msonormal"> <font face="Tahoma" style="font-size: 10pt"><b><span>From:</span></b></font><font face="Tahoma" style="font-size: 10pt"><span> [mailto:(b) (6) ]</span></font><span><font face="Tahoma" style="font-size: 10pt"><br (b) (6) clear="none"></font></span><font face="Tahoma" style="font-size: 10pt"><b><span>Sent:</span></b></font><font face="Tahoma" style="font-size: 10pt"><span>
Tuesday, April 28, 2009 11:15 PM</span></font><span><font face="Tahoma" style="font-size: 10pt"><br clear="none"></font></span><font face="Tahoma" style="font-size: 10pt"><b><span>To:</span></b></font><font face="Tahoma" style="font-size: 10pt"><span> OCR-externalcompliance, tsa</span></font><span><font face="Tahoma" style="font-size: 10pt"><br clear="none"></font></span><font face="Tahoma" style="font-size: 10pt"><b><span>Subject:</span></b></font><font face="Tahoma" style="font-size: 10pt"><span> TSA complaint</span></font> </p> <p class="msonormal"> </p> <p class="msonormal"> <font face="Calibri" style="font-size: 11pt"><span>Hello,</span></font> </p> <p class="msonormal"> <font face="Calibri" style="font-size: 11pt"><span>I have never complained about TSA employees, or the screening at any airport,  but it is time to report the Oklahoma City Will Rogers Airport TSA employees.</span></font> </p> <p class="msolistparagraph" style="text-indent: -0.25in"> <font face="Symbol" style="font-size: 11pt"><span>·</span></font><font face="Times New Roman" style="font-size: 7pt"><span style="line-height: normal; font-variant: normal">         </span></font>My bag of liquids was pulled out of my suitcase and set up on the top next to the screener.  I asked 3 times for my bag and said “excuse me” 3 times with no one looking in my direction and 5 people standing around right in front of me laughing and playing.  I finally raised my voice and said excuse me, and was yelled at for “yelling” and  told “ I am stacking these bins, and have a job of this to do and have not time for you or your problem”  He then lectured me for “yelling”, and everyone of my bags was re-run 3 times.  I have recently checked in at <st1 w="#DEFAULT" st1="urn:x-prefix:st1" xmlns="#DEFAULT" st="on" city="#DEFAULT">San Diego</st1>, and DFW, and have had no one behave this way, nor has anyone complained about what I pack in my suitcase.  Today they took my hot rollers out and ran them separately.  Do these people have no training???? </p> <p style="text-indent: -0.25in" class="msolistparagraph"> <font style="font-size: 11pt" face="Symbol"><span>·</span></font><font style="font-size: 7pt" face="Times New Roman"><span style="line-height: normal; font-variant: normal">         </span></font>This happens every time, to someone, when I check in at the OKC airport </p> <p style="text-indent: -0.25in" class="msolistparagraph"> <font style="font-size: 11pt" face="Symbol"><span>·</span></font><font style="font-size: 7pt" face="Times New Roman"><span style="line-height: normal; font-variant: normal">         </span></font>I have never encountered such rude people, so involved with their power, and mostly I believe the supervisor is responsible for these behaviors. </p> <p style="text-indent: -0.25in" class="msolistparagraph"> <font style="font-size: 11pt" face="Symbol"><span>·</span></font><font style="font-size: 7pt" face="Times New Roman"><span style="line-height: normal; font-variant: normal">         </span></font>The man’s name who was the primary offender is named (b) (6) (b) (6)  The other 6 or 7 people were laughing and encouraging his behavior.  </p> <p style="text-indent: -0.25in" class="msolistparagraph"> <font style="font-size: 11pt" face="Symbol"><span>·</span></font><font style="font-size: 7pt" face="Times New Roman"><span style="line-height: normal; font-variant: normal">         </span></font>I believe this makes people much less patient with TSA, and probably creates more problems than they are worth. </p> <p style="text-indent: -0.25in" class="msolistparagraph"> <font style="font-size: 11pt" face="Symbol"><span>·</span></font><font style="font-size: 7pt" face="Times New Roman"><span style="line-height: normal; font-variant: normal">         </span></font>OKC airport is the only airport I have checked into
recently that requires me to show my boarding pass to pass through the screening machine. </p> <p class="msonormal"> </p> <p class="msonormal"> <font style="font-size: 12pt" face="Arial"><b><i><span>(b) (6) </span></i></b></font> </p></div> </font><BR><BR>------ TCC Control Number: ------<BR><<#63509-427245#>></body></html></body></html> END RECORD
CONTACT RECORD
EID: 51133883 Contact Type: Contact Date: 2009-05-13 18:37:40 Medium: EMAIL Contact Status: CLOSED Incident Date: Contact Prefix: Contact First Name: Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: (b) (6) Subject: ISSUE, TSA Contact Us: Complaints Body: THIS GENERATED EMAIL HAS BEEN SENT FROM TSA INTERNET CONTACT US -----------------------------------------------------------------------------------------------------------Remote Client IP: (b) (6) Date Time: 5/11/2009 1:37:03 PM ------------------------------------------------------------------------------------------------------------
(b) (6)
Name: Email: (b) (6) Complaints:Damaged or Missing items in Checked or Carry-on Baggage Flight Info (If applicable. Enter Flight#/Airline/Terminal/Airport/Gate/Etc):Fligt # NW 2284/ Northwest Airlines/ Will Rogers Airport Oklahoma City, OK/ Thursday, 7 May 2009 Eticket # 0122177772559 Claim # 20090508B01 Comments:When I arrived at my destination of Birmingham, AL,I noticed that I had a "TSA inspection" notice in my luggage. I noticed that my Sony digital camera and black Guess purse were missing out of my checked luggage. I caled the toll free TSA number and was routed to OKC TSA where I talked to (b) (6) After searching, I was told that my 2 items had fallen behind the table in the inspection area. Why were these items taken out of my luggage? An item should be inspected and placed back into the luggage, correct? This was a HUGE inconvience for me as I did not have my camera for the graduation ceremony that I attended. I feel that someone took the items out of my luggage with the intent to keep them for themselves. This is absolutely unacceptable. I would like feedback about the investigation and to know exactly how and why these 2 items were not placed back into my luggage. I would also like to commend (b) (6)and (b) (6) (b) (6) on their professionalism with this matter. I look forward to hearing from you. Thank you. (b) (6) Agent Notes: Claim Request Claim Request, Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) 5/13/2009 6:37:40 PM, (b) (6) 5/13/2009 6:38:51 PM, Last Update Date: Opening Agent: Opened Date: 5/11/2009 7:44:02 PM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, Airline: Northwest Airlines -¬Northwest Airlines -¬, Subject Category: Claim Form Requests - Missing items from Checked Baggage - Claim Form Requests - Missing items from Checked Baggage Interaction Type: COMPLAINT
(b) (6)
Response Email: From: Prior Vendor To: (b) (6) Subject: Re: TSA Contact Us: Complaints <<#323951-428196#>> Body: <html><head><style type="text/css">p {margin-bottom: 0; margin-top: 0;}</style></head><body bgcolor="#ffffff" style="background: #ffffff"> <font size="2"><div style="width:100%;word-wrap:break-word;font-family: Arial;color: #000000;"><P>Thank you for your e-mail message. </P> <P> </P> <P>The Transportation Security Administration (TSA) is responsible for reviewing all claims relating to the screening of passengers and their baggage. To protect your rights under federal law and to file a valid claim, you must send your claim in writing to TSA, stating the circumstances of the loss and the exact amount you are claiming (fair market value of lost or destroyed property, reasonable cost of repair for damaged property), within 2 years after your claim accrued. The claim must be signed by you or your authorized representative (e.g., an attorney or other personal representative with appropriate proof of authority). <BR clear=none> <BR clear=none>To file a claim, fill out the attached Standard Form 95 (claim form) in accordance with the instructions, and return it to the address in box #1. Please be sure to follow the instructions carefully, and to fill out the claim form completely. While use of the form is not mandatory, it will help you ensure that you meet the legal requirements for filing a claim. If you decide to file a claim, it will be processed in accordance with the Federal Tort Claims Act.<BR clear=none> <BR clear=none>Once the Claims Management Office has received your claim form, you will be sent a letter of acknowledgement and a claim number. You should keep the claim number for future reference when inquiring about your claim. TSA will try to resolve your claim as quickly as possible, but it may need time to make a further investigation of the facts. If TSA denies your claim, or has not finally resolved it within 6 months after you have filed it, you may have a right to bring your claim to court. <BR clear=none> <BR clear=none>You can also access claim forms online at the TSAGÇÖs Claims Management OfficeGÇÖs website at <A href="http://www.tsa.gov/travelers/customer/claims/index.shtm" shape=rect>www.tsa.gov/travelers/customer/claims/index.shtm</A>. This website also has information related to filing a claim, checking the status of a claim, and other claim-related issues. You can also access this website by clicking on the Claims Management Office link in the GÇ£Resource CenterGÇ¥ on TSAGÇÖs homepage at <A href="http://www.tsa.gov/" shape=rect>www.tsa.gov</A>. If you have additional questions related to the claims process, please contact the Claims Management Office at <A href="mailto:[email protected]" shape=rect>[email protected]</A>. <BR clear=none> <BR clear=none>TSA Contact Center<BR clear=none></P></div> </font><br /> <br><br><div>--- Original Message ---<BR>From: <(b) (6) ><BR>Received: 5/11/09 7:43:56 PM EDT<BR>To: "TSA Contact Center" <[email protected]><BR>Subject: TSA Contact Us: Complaints<BR><BR>THIS GENERATED EMAIL HAS BEEN SENT FROM TSA INTERNET CONTACT US<BR>-----------------------------------------------------------------------------------------------------------<BR>Remote Client IP: (b) (6) <BR>Date Time: 5/11/2009 1:37:03 PM<BR>-----------------------------------------------------------------------------------------------------------<BR><BR> <TABLE style="FONT-SIZE: 12px; WIDTH: 750px" cellSpacing=1 cellPadding=3 border=2> <TBODY> <TR> <TD style="FONT-WEIGHT: bold; WIDTH: 200px">Name:</TD> <TD (b) (6) /TD></TR> <TR> <TD style="FONT-WEIGHT: bold; WIDTH: 200px">Email:</TD> <TD (b) (6) /TD></TR> <TR> <TD style="FONT-WEIGHT: bold; WIDTH: 200px">Complaints:</TD> <TD>Damaged or Missing items in Checked or Carry-on Baggage</TD></TR> <TR> <TD style="FONT-WEIGHT: bold; WIDTH: 200px">Flight Info (If applicable. Enter Flight#/Airline/Terminal/Airport/Gate/Etc):</TD> <TD>Fligt # NW 2284/ Northwest Airlines/ Will Rogers Airport Oklahoma City, OK/ Thursday, 7 May 2009<BR>Eticket # 0122177772559<BR>Claim # 20090508B01</TD></TR> <TR> <TD style="FONT-WEIGHT: bold; WIDTH: 200px">Comments:</TD> <TD>When I arrived at my destination of Birmingham, AL,I noticed that I had a "TSA inspection" notice in my luggage. I noticed that my Sony digital camera and black Guess purse were missing out of my checked luggage. I caled the toll free TSA number and was routed to OKC TSA where I talked to (b) (6) After searching, I was told that my 2 items had fallen behind the table in the inspection area. Why were these items taken out of my luggage? An item should be inspected and placed back into the luggage, correct? This was a HUGE inconvience for me as I did not have my camera for the graduation ceremony that I attended. I feel that someone took the items out of my luggage with the intent to keep them for themselves. This is absolutely unacceptable. I would like feedback about the investigation and to know exactly how and why these 2 items were not placed back into my luggage. I would also like to commend (b) (6) on their professionalism with this matter. I look forward to hearing from you. Thank you. (b) (6) (b) (6) /TD></TR></TBODY></TABLE></div> <BR><BR>------ TCC Control Number: ------<BR><<#323951-428196#>></body></html>
END RECORD
CONTACT RECORD
EID: 51139804 Contact Type: Contact Date: 2009-05-18 14:16:49 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2009-05-12 10:30:00 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Items missing from checked bag@( OKC: Louis Vuitton clutch bag and wallet ). Body: Agent Notes: Provided caller with Claims process information. Provided caller with Claims process information. Caller stated that his wife traveled from OKC on Southwest Airlines flt #0976 enroute to ( HOU ). Follow Up: To TSOC Date: From TSOC Date: Last Updated By: 5/18/2009 2:16:49 PM 5/18/2009 2:30:41 PM, Last Update Date: Opening Agent: Opened Date: 5/18/2009 2:16:49 PM Linked Event IDs:
(b) (6)
(b) (6)
Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, HOU Houston, TX, USA - Houston Hobby Airport, Airline: Southwest AirlinesSouthwest Airlines, Subject Category: Claim Form Requests - Missing items from Checked Baggage - Claim Form Requests - Missing items from Checked Baggage Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 51143931 Contact Type: Contact Date: 2009-05-20 15:01:04 Medium: EMAIL Contact Status: CLOSED Incident Date: Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: (b) (6) Subject: ISSUE, TSA Contact Us: Complaints Body: THIS GENERATED EMAIL HAS BEEN SENT FROM TSA INTERNET CONTACT US -----------------------------------------------------------------------------------------------------------Remote Client IP: (b) (6) Date Time: 5/17/2009 11:36:02 AM ------------------------------------------------------------------------------------------------------------
Name: Email: Complaints:Damaged or Missing items in Checked or Carry-on Baggage Flight Info (If applicable. Enter Flight#/Airline/Terminal/Airport/Gate/Etc):on return trip from Oklahoma City, OK - Dallas/Fort Worth, Tx Charlotte, NC American Airlines 1242 - Left OKC, OK @ 1:50pm on May 13, 2009. Arrived @ DFW @ 2:50pm, Americare Airlines 2312 - Departed DFW @ 4:45pm - Arrived @ Charlotte, NC @ 8:25pm Comments:We had packed my daughters laptop computer inside her black & red duffel bag (the laptop itself was packed in a black NIKE nylon type backpack type bag - inside her luggage that was checked at the ticket counter - surrounded by her undergarmets) when she arrived @ Charlotte, NC her nike bag inside her luggage was gone. I know it was in her bag due to I was the 1 that had packed it. She was told @ Charlotte that it was basically her lose, & if she were lucky, she MIGHT get reinbursed for her undergarments IF she were lucky. So, basically somewhere between the time we checked her bag in & when she arrived @ Charlotte, NC, someone went thru her bag & stole her things. To say that I/we are upset is an understatement. My fiance had purchased the ticket for her to come see me, and now she is basically saying that she will never fly again because of this incident. We paid about $2,000 for her laptop, which was in addition to her $500.00+ ticket for this trip and in addition to an additional $30.00 for her baggage. I spoke to several people @ OKC about the above & they suggested I submit this info to you. I had left several messages @ Charlotte, NC that were never returned. So now that this has happened, I have had several family members say that they will not fly out for our wedding. Which to say is upsetting would be an understatement. Thank You,
(b) (6)
(b) (6)
Agent Notes: General Complaint w/Claim Response General Complaint w/Claim Response, Retrieve Items, Merged 2 or more different responses to address the consumer's concerns. Deleted all paragraphs and sentences that would not assist in answering the consumer's concerns. Included OKC and DFW lost and found numbers in response. Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) 5/20/2009 3:01:04 PM, (b) (6) 5/20/2009 3:05:32 PM, Last Update Date: Opening Agent: Opened Date: 5/18/2009 12:43:18 PM
Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, DFW Dallas/Ft Worth, TX, USA - Dallas Ft Worth International, CLT Charlotte, NC, USA - Charlotte/Douglas Intl Airport, Airline: American Airlines -¬American Airlines -¬, Subject Category: Claim Form Requests - Missing items from Checked Baggage - Claim Form Requests - Missing items from Checked Baggage Interaction Type: COMPLAINT Response Email: From: Prior Vendor To: (b) (6) Subject: Re: TSA Contact Us: Complaints <<#326700-431338#>> Body: <html><head><style type="text/css">p {margin-bottom: 0; margin-top: 0;}</style></head><body bgcolor="#ffffff" style="background: #ffffff"> <font size="2"><div style="width:100%;word-wrap:break-word;font-family: Arial;color: #000000;"><P><FONT size=3>Thank you for your e-mail concerning your travel experience. <BR clear=none> <BR clear=none>Enhanced security measures require that all checked baggage undergo some form of screening for prohibited items. Physical search of the luggage is required to clear every alarm. Transportation Security Administration (TSA) screeners should exercise great care during the screening process to ensure that passengers' belongings are returned and not damaged when a bag needs to be opened. We regret if these high standards were not met.</FONT> </P> <P> </P> <P><FONT face=" Helvetica, sans-serif,Arial" size=3>Each airport establishes procedures for handling lost and found items. TSA follows those procedures where they exist. The airports in those instances are responsible for holding and disposing items under applicable local laws. </FONT><FONT face=" Helvetica, sans-serif,Arial" size=3>In an airport where no policy exists, found articles are collected, stored, and disposed of under General Services Administration rules. TSA is unable to identify and return all items, but may be able to locate and return items on a case-by-case basis. </FONT><EM><FONT face=" Helvetica, sans-serif,Arial" size=3><STRONG>We suggest you contact the airports at which your items were missing at:</STRONG></FONT></EM> </P> <P> </P> <P><EM><FONT size=3><STRONG>OKC: 405-680-3233</STRONG></FONT></EM> </P> <P><EM><FONT size=3><STRONG>DFW: 972-425-2465<BR clear=none></STRONG></FONT></EM><FONT size=3> <BR clear=none>We monitor the number and nature of complaints we receive to track trends and spot areas of concern that may require special attention. This ongoing process will enable us to ensure prompt, corrective action whenever we determine that security screening policies need modification or specific employees or screener teams are the subject of repeated complaints.<BR clear=none> <BR clear=none>TSA is responsible for reviewing all claims relating to the screening of passengers and their baggage. To protect your rights under federal law and to file a valid claim, you must send your claim in writing to TSA, stating the circumstances of the loss and the exact amount you are claiming (fair market value of lost or destroyed property, reasonable cost of repair for damaged property), within 2 years after your claim accrued. The claim must be signed by you or your authorized representative (e.g., an attorney or other personal representative with appropriate proof of authority). <BR clear=none> <BR clear=none>To file a claim, fill out the attached Standard Form 95 (claim form) in accordance with the instructions, and return it to the address in box #1. Please be sure to follow the instructions carefully, and to fill out the claim form completely. While use of the form is not mandatory, it will help you ensure that you meet the legal requirements for filing a claim. If you decide to file a claim, it will be processed in accordance with the Federal Tort Claims Act.<BR clear=none> <BR clear=none>Once the Claims Management Office has received your claim form, you will be sent a letter of acknowledgement and a claim number. You should keep the claim number for future reference when inquiring about your claim. TSA will try to resolve your claim as quickly as possible, but it may need time to make a further investigation of the facts. If TSA denies your claim, or has not finally resolved it within 6 months after you have filed it, you may have a right to bring your claim to court. <BR clear=none> <BR clear=none>You can also access claim forms online at the TSAGÇÖs Claims Management OfficeGÇÖs website at <A href="http://www.tsa.gov/travelers/customer/claims/index.shtm" shape=rect>www.tsa.gov/travelers/customer/claims/index.shtm</A>. This website also has information related to filing a claim, checking the status of a claim, and other claim-related issues. You can also access this website by clicking on the Claims Management Office link in the GÇ£Resource CenterGÇ¥ on TSAGÇÖs homepage at <A href="http://www.tsa.gov/" shape=rect>www.tsa.gov</A>. If you have additional questions related to the claims process, please contact the Claims Management Office at <A href="mailto:[email protected]" shape=rect>[email protected]</A>. </FONT></P> <P><FONT size=3> </FONT> </P> <P><FONT size=3>TSA Contact Center</FONT><BR clear=none></P></div> </font><br /> <br><br><div>--- Original Message ---<BR>From: <(b) (6) ><BR>Received: 5/18/09 12:43:18 PM EDT<BR>To: "TSA Contact Center" <[email protected]><BR>Subject: TSA Contact Us: Complaints<BR><BR>THIS GENERATED EMAIL HAS BEEN SENT FROM TSA INTERNET CONTACT US<BR>-----------------------------------------------------------------------------------------------------------<BR>Remote Client IP: (b) (6) <BR>Date Time: 5/17/2009 11:36:02 AM<BR>-----------------------------------------------------------------------------------------------------------<BR><BR>
<TABLE style="FONT-SIZE: 12px; WIDTH: 750px" cellSpacing=1 cellPadding=3 border=2> <TBODY> <TR> <TD style="FONT-WEIGHT: bold; WIDTH: 200px">Name:</TD> <TD (b) (6) </TD></TR> <TR> <TD style="FONT-WEIGHT: bold; WIDTH: 200px">Email:</TD> <TD (b) (6) </TD></TR> <TR> <TD style="FONT-WEIGHT: bold; WIDTH: 200px">Complaints:</TD> <TD>Damaged or Missing items in Checked or Carry-on Baggage</TD></TR> <TR> <TD style="FONT-WEIGHT: bold; WIDTH: 200px">Flight Info (If applicable. Enter Flight#/Airline/Terminal/Airport/Gate/Etc):</TD> <TD>on return trip from Oklahoma City, OK - Dallas/Fort Worth, Tx - Charlotte, NC<BR><BR>American Airlines 1242 - Left OKC, OK @ 1:50pm on May 13, 2009. Arrived @ DFW @ 2:50pm, <BR><BR>Americare Airlines 2312 - Departed DFW @ 4:45pm - Arrived @ Charlotte, NC @ 8:25pm</TD></TR> <TR> <TD style="FONT-WEIGHT: bold; WIDTH: 200px">Comments:</TD> <TD>We had packed my daughters laptop computer inside her black & red duffel bag (the laptop itself was packed in a black NIKE nylon type backpack type bag - inside her luggage that was checked at the ticket counter - surrounded by her undergarmets) when she arrived @ Charlotte, NC her nike bag inside her luggage was gone. I know it was in her bag due to I was the 1 that had packed it. She was told @ Charlotte that it was basically her lose, & if she were lucky, she MIGHT get reinbursed for her undergarments IF she were lucky. So, basically somewhere between the time we checked her bag in & when she arrived @ Charlotte, NC, someone went thru her bag & stole her things. To say that I/we are upset is an understatement. My fiance had purchased the ticket for her to come see me, and now she is basically saying that she will never fly again because of this incident. We paid about $2,000 for her laptop, which was in addition to her $500.00+ ticket for this trip and in addition to an additional $30.00 for her baggage. I spoke to several people @ OKC about the above & they suggested I submit this info to you. I had left several messages @ Charlotte, NC that were never returned. So now that this has happened, I have had several family members say that they will not fly out for our wedding. Which to say is upsetting would be an understatement. <BR>Thank You,<BR>(b) (6) </TD></TR></TBODY></TABLE></div> <BR><BR>------ TCC Control Number: ------<BR><<#326700-431338#>></body></html> END RECORD
CONTACT RECORD
EID: 51143939 Contact Type: Contact Date: 2009-05-20 15:03:58 Medium: EMAIL Contact Status: CLOSED Incident Date: Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: (b) (6) Subject: ISSUE, TSA Contact Us: Complaints Body: THIS GENERATED EMAIL HAS BEEN SENT FROM TSA INTERNET CONTACT US -----------------------------------------------------------------------------------------------------------Remote Client IP: (b) (6) Date Time: 5/16/2009 6:06:57 PM ------------------------------------------------------------------------------------------------------------
Name: Email: Complaints:My Complaint is Not Listed Here Flight Info (If applicable. Enter Flight#/Airline/Terminal/Airport/Gate/Etc):None. Comments:I have been trying to apply for a job with your company on your website and everytime I click on the page to apply the page is either blank or the link is broken, I am a CLEET licensed armed security officer and I would like to apply for a job in Oklahoma City, Oklahoma with TSA. I've called the help desk an couldn't get help, they told me to go to the website and that is why I sent this to you Agent Notes: Transfer to Responses Needed Mailbox-Email Only Transfer to Responses Needed Mailbox-Email Only, Follow Up: To TSOC Date: From TSOC Date: Last Updated By: 5/20/2009 3:03:58 PM,(b) (6) 5/20/2009 3:04:54 PM 5/24/2009 11:38:17 AM (b) (6) 9/9/2010 12:14:37 PM, Last Update Date: Opening Agent: Opened Date: 5/16/2009 10:36:19 PM Linked Event IDs:
(b) (6)
(b) (6)
(b) (6)
Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, Airline: Subject Category: Prospective Employees- Employment with TSA - Prospective Employees- Employment with TSA Interaction Type: COMPLAINT Response Email: From: Prior Vendor To: (b) (6) Subject: Re: TSA Contact Us: Complaints Body: <//ORIG000000000><//ORIG000000000>
END RECORD
CONTACT RECORD
EID: 51145319 Contact Type: Contact Date: 2009-05-21 12:27:21 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2009-05-17 16:30:00 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Caller stated she is missing a dog show catalogue from her checked luggage @ OKC, Body: Agent Notes: Provided Lost and Found information to caller and declined to file a claim. Provided Lost and Found information to caller and declined to file a claim. NOI was inside. Follow Up: To TSOC Date: From TSOC Date: Last Updated By: 5/21/2009 12:32:41 PM, 5/21/2009 12:51:04 PM, Last Update Date: Opening Agent: Opened Date: 5/21/2009 12:27:21 PM Linked Event IDs:
(b) (6)
(b) (6)
(b) (6)
Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, DFW Dallas/Ft Worth, TX, USA - Dallas Ft Worth International, Airline: American Airlines -¬American Airlines -¬, Subject Category: Claim Form Requests - Missing items from Checked Baggage - Claim Form Requests - Missing items from Checked Baggage Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 51146222 Contact Type: Contact Date: 2009-05-21 18:13:16 Medium: EMAIL Contact Status: CLOSED Incident Date: 2009-05-13 13:50:00 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: (b) (6) Subject: ISSUE, TSA Contact Us: Complaints Body: THIS GENERATED EMAIL HAS BEEN SENT FROM TSA INTERNET CONTACT US -----------------------------------------------------------------------------------------------------------Remote Client IP: (b) (6) Date Time: 5/18/2009 11:07:24 AM ------------------------------------------------------------------------------------------------------------
Name: (b) (6) Email: (b) (6) Complaints:Damaged or Missing items in Checked or Carry-on Baggage Flight Info (If applicable. Enter Flight#/Airline/Terminal/Airport/Gate/Etc):Flight Info (If applicable. Enter Flight#/Airline/Terminal/Airport/Gate/Etc): on return trip from Oklahoma City, OK - Dallas/Fort Worth, Tx - Charlotte, NC American Airlines 1242 - Left OKC, OK @ 1:50pm on May 13, 2009. Arrived @ DFW @ 2:50pm, Americare Airlines 2312 - Departed DFW @ 4:45pm - Arrived @ Charlotte, NC @ 8:25pm Comments:THIS IS THE SECOND TIME I HAVE SENT THIS NOW, WITH STILL NO RESPONSE BACK OTHER THAN AN AUTOMATED MESSAGE THAT IT WOULD BE FORWARDED.. Flag this message TSA Contact Us: Complaints Sunday, May 17, 2009 11:36 AM From: "[email protected]" <[email protected]> Add sender to Contacts To:
(b) (6)
Thank you for your inquiry to the Transportation Security Administration submitted on 5/17/2009 at 11:36 AM. We have forwarded your email to the appropriate group for response. Name: (b) (6) Email: (b) (6) Complaints: Damaged or Missing items in Checked or Carry-on Baggage Flight Info (If applicable. Enter Flight#/Airline/Terminal/Airport/Gate/Etc): on return trip from Oklahoma City, OK - Dallas/Fort Worth, Tx Charlotte, NC American Airlines 1242 - Left OKC, OK @ 1:50pm on May 13, 2009. Arrived @ DFW @ 2:50pm, Americare Airlines 2312 - Departed DFW @ 4:45pm - Arrived @ Charlotte, NC @ 8:25pm Comments: We had packed my daughters laptop computer inside her black & red duffel bag (the laptop itself was packed in a black NIKE
nylon type backpack type bag - inside her luggage that was checked at the ticket counter - surrounded by her undergarmets) when she arrived @ Charlotte, NC her nike bag inside her luggage was gone. I know it was in her bag due to I was the 1 that had packed it. She was told @ Charlotte that it was basically her lose, & if she were lucky, she MIGHT get reinbursed for her undergarments IF she were lucky. So, basically somewhere between the time we checked her bag in & when she arrived @ Charlotte, NC, someone went thru her bag & stole her things. To say that I/we are upset is an understatement. My fiance had purchased the ticket for her to come see me, and now she is basically saying that she will never fly again because of this incident. We paid about $2,000 for her laptop, which was in addition to her $500.00+ ticket for this trip and in addition to an additional $30.00 for her baggage. I spoke to several people @ OKC about the above & they suggested I submit this info to you. I had left several messages @ Charlotte, NC that were never returned. So now that this has happened, I have had several family members say that they will not fly out for our wedding. Which to say is upsetting would be an understatement. Thank You,
(b) (6)
Agent Notes: Retrieve Items & Claims Response Retrieve Items & Claims Response, Claim Request, Sent duplicate response from 5-2009 because customer claims she did not receive it the first time. Follow Up: To TSOC Date: From TSOC Date: Last Updated By: 5/21/2009 6:13:16 PM, (b) (6) 5/21/2009 6:18:43 PM, Last Update Date: Opening Agent: Opened Date: 5/18/2009 7:50:37 PM Linked Event IDs:
(b) (6)
Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, DFW Dallas/Ft Worth, TX, USA - Dallas Ft Worth International, Airline: American Airlines -¬American Airlines -¬, Subject Category: Claim Form Requests - Missing items from Checked Baggage - Claim Form Requests - Missing items from Checked Baggage Interaction Type: COMPLAINT Response Email: From: Prior Vendor To: (b) (6) Subject: Re: TSA Contact Us: Complaints <<#326700-431831#>> Body: <html><head><style type="text/css">p {margin-bottom: 0; margin-top: 0;}</style></head><body bgcolor="#ffffff" style="background: #ffffff"> <font size="2"><div style="width:100%;word-wrap:break-word;font-family: Arial;color: #000000;"><P><FONT size=3>Thank you for your e-mail concerning your travel experience. <BR clear=none> <BR clear=none>Enhanced security measures require that all checked baggage undergo some form of screening for prohibited items. Physical search of the luggage is required to clear every alarm. Transportation Security Administration (TSA) screeners should exercise great care during the screening process to ensure that passengers' belongings are returned and not damaged when a bag needs to be opened. We regret if these high standards were not met.</FONT> </P> <P> </P> <P><FONT face=" Helvetica,Arial, sans-serif" size=3>Each airport establishes procedures for handling lost and found items. TSA follows those procedures where they exist. The airports in those instances are responsible for holding and disposing items under applicable local laws. </FONT><FONT face=" Helvetica,Arial, sans-serif" size=3>In an airport where no policy exists, found articles are collected, stored, and disposed of under General Services Administration rules. TSA is unable to identify and return all items, but may be able to locate and return items on a case-by-case basis. </FONT><EM><FONT face=" Helvetica,Arial, sans-serif" size=3><STRONG>We suggest you contact the airports at which your items were missing at:</STRONG></FONT></EM> </P> <P> </P> <P><EM><FONT size=3><STRONG>OKC: 405-680-3233</STRONG></FONT></EM> </P> <P><EM><FONT size=3><STRONG>DFW: 972-425-2465<BR clear=none></STRONG></FONT></EM><FONT size=3> <BR clear=none>We monitor the number and nature of complaints we receive to track trends and spot areas of concern that may require special attention. This ongoing process will enable us to ensure prompt, corrective action whenever we determine that security screening policies need modification or specific employees or screener teams are the subject of repeated complaints.<BR clear=none> <BR clear=none>TSA is responsible for reviewing all claims relating to the screening of passengers and their baggage. To protect your rights under federal law and to file a valid claim, you must send your claim in writing to TSA, stating the circumstances of the loss and the exact amount you are claiming (fair market value of lost or destroyed property, reasonable cost of repair for damaged property), within 2 years after your claim accrued. The claim must be signed by you or your authorized representative (e.g., an attorney or other personal representative with appropriate proof of authority). <BR clear=none> <BR clear=none>To file a claim, fill out the attached Standard Form 95 (claim form) in accordance with the instructions, and return it to the address in box #1. Please be sure to follow the instructions carefully, and to fill out the claim form completely. While use of the form is not mandatory, it will help you ensure that you meet the legal requirements for filing a claim. If you decide to file a
claim, it will be processed in accordance with the Federal Tort Claims Act.<BR clear=none> <BR clear=none>Once the Claims Management Office has received your claim form, you will be sent a letter of acknowledgement and a claim number. You should keep the claim number for future reference when inquiring about your claim. TSA will try to resolve your claim as quickly as possible, but it may need time to make a further investigation of the facts. If TSA denies your claim, or has not finally resolved it within 6 months after you have filed it, you may have a right to bring your claim to court. <BR clear=none> <BR clear=none>You can also access claim forms online at the TSAGÇÖs Claims Management OfficeGÇÖs website at <A href="http://www.tsa.gov/travelers/customer/claims/index.shtm" shape=rect>www.tsa.gov/travelers/customer/claims/index.shtm</A>. This website also has information related to filing a claim, checking the status of a claim, and other claim-related issues. You can also access this website by clicking on the Claims Management Office link in the GÇ£Resource CenterGÇ¥ on TSAGÇÖs homepage at <A href="http://www.tsa.gov/" shape=rect>www.tsa.gov</A>. If you have additional questions related to the claims process, please contact the Claims Management Office at <A href="mailto:[email protected]" shape=rect>[email protected]</A>. </FONT></P> <P><FONT size=3> </FONT> </P> <P><FONT size=3>TSA Contact Center</FONT><BR clear=none></P> <P><BR clear=none> </P></div> </font><br /> <br><br><div>--- Original Message ---<BR>From: < (b) (6) ><BR>Received: 5/18/09 7:50:34 PM EDT<BR>To: "TSA Contact Center" <[email protected]><BR>Subject: TSA Contact Us: Complaints<BR><BR>THIS GENERATED EMAIL HAS BEEN SENT FROM TSA INTERNET CONTACT US<BR>-----------------------------------------------------------------------------------------------------------<BR>Remote Client IP: (b) (6) <BR>Date Time: 5/18/2009 11:07:24 AM<BR>-----------------------------------------------------------------------------------------------------------<BR><BR> <TABLE style="FONT-SIZE: 12px; WIDTH: 750px" cellSpacing=1 cellPadding=3 border=2> <TBODY> <TR> <TD style="FONT-WEIGHT: bold; WIDTH: 200px">Name:</TD> <TD>(b) (6) </TD></TR> <TR> <TD style="FONT-WEIGHT: bold; WIDTH: 200px">Email:</TD> <TD>(b) (6) </TD></TR> <TR> <TD style="FONT-WEIGHT: bold; WIDTH: 200px">Complaints:</TD> <TD>Damaged or Missing items in Checked or Carry-on Baggage</TD></TR> <TR> <TD style="FONT-WEIGHT: bold; WIDTH: 200px">Flight Info (If applicable. Enter Flight#/Airline/Terminal/Airport/Gate/Etc):</TD> <TD>Flight Info (If applicable. Enter Flight#/Airline/Terminal/Airport/Gate/Etc): on return trip from Oklahoma City, OK - Dallas/Fort Worth, Tx - Charlotte, NC<BR><BR>American Airlines 1242 - Left OKC, OK @ 1:50pm on May 13, 2009. Arrived @ DFW @ 2:50pm,<BR><BR>Americare Airlines 2312 - Departed DFW @ 4:45pm - Arrived @ Charlotte, NC @ 8:25pm</TD></TR> <TR> <TD style="FONT-WEIGHT: bold; WIDTH: 200px">Comments:</TD> <TD>THIS IS THE SECOND TIME I HAVE SENT THIS NOW, WITH STILL NO RESPONSE BACK OTHER THAN AN AUTOMATED MESSAGE THAT IT WOULD BE FORWARDED..<BR><BR>Flag this message<BR>TSA Contact Us: Complaints<BR>Sunday, May 17, 2009 11:36 AM<BR>From:<BR>"[email protected]" <[email protected]><BR>Add sender to Contacts<BR>To:<BR>(b) (6) BR>Thank you for your inquiry to the Transportation Security Administration submitted on 5/17/2009 at 11:36 AM. We have forwarded your email to the appropriate group for response.<BR><BR>Name: (b) (6) <BR>Complaints: Damaged or Missing items in Checked or Carry-on Baggage<BR>Flight Info (b) (6) <BR>Email: (b) (6) (If applicable. Enter Flight#/Airline/Terminal/Airport/Gate/Etc): on return trip from Oklahoma City, OK - Dallas/Fort Worth, Tx - Charlotte, NC<BR><BR>American Airlines 1242 - Left OKC, OK @ 1:50pm on May 13, 2009. Arrived @ DFW @ 2:50pm,<BR><BR>Americare Airlines 2312 - Departed DFW @ 4:45pm - Arrived @ Charlotte, NC @ 8:25pm<BR>Comments: We had packed my daughters laptop computer inside her black & red duffel bag (the laptop itself was packed in a black NIKE nylon type backpack type bag - inside her luggage that was checked at the ticket counter - surrounded by her undergarmets) when she arrived @ Charlotte, NC her nike bag inside her luggage was gone. I know it was in her bag due to I was the 1 that had packed it. She was told @ Charlotte that it was basically her lose, & if she were lucky, she MIGHT get reinbursed for her undergarments IF she were lucky. So, basically somewhere between the time we checked her bag in & when she arrived @ Charlotte, NC, someone went thru her bag & stole her things. To say that I/we are upset is an understatement. My fiance had purchased the ticket for her to come see me, and now she is basically saying that she will never fly again because of this incident. We paid about $2,000 for her laptop, which was in addition to her $500.00+ ticket for this trip and in addition to an additional $30.00 for her baggage. I spoke to several people @ OKC about the above & they suggested I submit this info to you. I had left several messages @ Charlotte, NC that were never returned. So now that this has happened, I have had several family members say that they will not fly out for our wedding. Which to say is upsetting would be an understatement.<BR>Thank You,<BR>(b) (6) /TD></TR></TBODY></TABLE></div> <BR><BR>------ TCC Control Number: ------<BR><<#326700-431831#>></body></html> END RECORD
CONTACT RECORD
EID: 51147289 Contact Type: Contact Date: 2009-05-22 14:17:33 Medium: EMAIL Contact Status: CLOSED Incident Date: Contact Prefix: Contact First Name: Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: (b) (6) Subject: ISSUE, Greeting Body: Greeting,
(b) (6)
I'm a student from China now study in Oklahoma City University,when I back to home on last Saturday,the TSA has open my luggage,and they put a pepper in to my luggage. when I back home I found a very important disc disappeared.It's possible to find it from TSA in OKC airport? My flight code is NW2108,May.16th from OKC to MSP. Seat 13B,name Sun/He Thanks
(b) (6)
Oklahoma City University Oklahoma City, OK. USA.
(b) (6)
_____ ???? MSN ???,??Messenger ????! ?????! <http://im.live.cn/safe/> Agent Notes: Retrieve Items & Claims Response Retrieve Items & Claims Response, inserted lost and found Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) 5/22/2009 2:17:33 PM, (b) (6) 5/22/2009 2:18:26 PM, Last Update Date: Opening Agent: Opened Date: 5/19/2009 1:41:32 PM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, MSP Minneapolis, MN, USA - Minneapolis/St Paul Intl Airport, Airline: Northwest Airlines -¬Northwest Airlines -¬, Subject Category: Claim Form Requests - Missing items from Checked Baggage - Claim Form Requests - Missing items from Checked
Baggage Interaction Type: COMPLAINT Response Email: From: Prior Vendor To: (b) (6) Subject: Re: Greeting <<#327689-432472#>> Body: <html><head><style type="text/css">p {margin-bottom: 0; margin-top: 0;}</style></head><body bgcolor="#ffffff" style="background: #ffffff"> <font size="2"><div style="width:100%;word-wrap:break-word;font-family: Arial;color: #000000;"><P>Thank you for your email message regarding the retrieval of lost items. <BR clear=none> <BR clear=none>Each airport establishes procedures for handling lost and found items. The Transportation Security Administration (TSA) follows those procedures where they exist. The airports in those instances are responsible for holding and disposing items under applicable local laws. Items, such as locks, tags, straps, and other external luggage pieces, are often lost or damaged as the baggage goes through the baggage handling equipment and may or may not have been found by airline/airport personnel. </P> <P> </P> <P>In an airport where no policy exists, found articles are collected, stored, and disposed of under General Services Administration rules. TSA is unable to identify and return all items, but may be able to locate and return items on a case-by-case basis. We suggest you contact the airport where your items were confiscated or lost at 405-680-3233 (OKC) </P> <P> <BR clear=none>We work very hard to achieve consistency in the security processes. As we inspect screening operations at airports and receive feedback from the traveling public, we address inconsistencies and ensure corrective actions are taken, when necessary. We will continue to do all that we can to inspect screening operations and provide written procedures and training to specify how the process is to be applied.<BR clear=none> <BR clear=none>To file a claim, fill out the attached Standard Form 95 (claim form) in accordance with the instructions, and return it to the address in box #1. Please be sure to follow the instructions carefully, and to fill out the claim form completely. While use of the form is not mandatory, it will help you ensure that you meet the legal requirements for filing a claim. If you decide to file a claim, it will be processed in accordance with the Federal Tort Claims Act.<BR clear=none> <BR clear=none>Once the Claims Management Office has received your claim form, you will be sent a letter of acknowledgement and a claim number. You should keep the claim number for future reference when inquiring about your claim. TSA will try to resolve your claim as quickly as possible, but it may need time to make a further investigation of the facts. If TSA denies your claim, or has not finally resolved it within 6 months after you have filed it, you may have a right to bring your claim to court. <BR clear=none> <BR clear=none>You can also access claim forms online at the TSAGÇÖs Claims Management OfficeGÇÖs website at <A href="http://www.tsa.gov/travelers/customer/claims/index.shtm" shape=rect>www.tsa.gov/travelers/customer/claims/index.shtm</A>. This website also has information related to filing a claim, checking the status of a claim, and other claim-related issues. You can also access this website by clicking on the Claims Management Office link in the GÇ£Resource CenterGÇ¥ on TSAGÇÖs homepage at <A href="http://www.tsa.gov/" shape=rect>www.tsa.gov</A>. If you have additional questions related to the claims process, please contact the Claims Management Office at <A href="mailto:[email protected]" shape=rect>[email protected]</A>. <BR clear=none> <BR clear=none>TSA Contact Center<BR clear=none></P></div> </font><br /> <br><br><div>--- Original Message ---<BR>From: < (b) (6) gt;<BR>Received: 5/19/09 1:41:36 PM EDT<BR>To: "TSA Contact Center" <[email protected]><BR>Subject: Greeting<BR><BR> <STYLE>.hmmessage P{margin:0px;padding:0px}body.hmmessage{font-size: 10pt; font-family:Verdana}</STYLE> Greeting,<BR><BR>I'm a student from China now study in Oklahoma City University,when I back to home on last Saturday,the TSA has open my luggage,and they put a pepper in to my luggage. when I back home I found a very important disc disappeared.It's possible to find it from TSA in OKC airport?<BR><BR>My flight code is NW2108,May.16th from OKC to MSP.<BR>Seat 13B,name (b) (6) <BR><BR>Thanks<BR><BR><BR><FONT size=3><FONT face="Garamond, Times, Serif, Simsun"><FONT color=#003366 (b) (6) BR>Oklahoma City University</FONT></FONT><BR><FONT face="Garamond, Times, Serif, Simsun" color=#003366>Oklahoma City, OK. USA.</FONT><BR><FONT face="Garamond, Times, Serif, Simsun" color=#003366>(b) (6) </FONT></FONT><BR><BR> <BR><BR><BR><BR> <HR> t½ïsê+S+ïF++ MSN S+¥µèñt¢+n+îS+¥TÜ£Messenger s«ësà¿t¿¦s«Ün+ü <A href="http://im.live.cn/safe/" target=_new>tĦs£¿s¦¦S+ïF++n+ü</A> </div> <BR><BR>------ TCC Control Number: ------<BR><<#327689-432472#>></body></html> END RECORD
CONTACT RECORD
EID: 51153507 Contact Type: Contact Date: 2009-05-27 11:02:54 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2009-05-24 05:45:00 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Caller wanted to report that screener made mess of checked bag and items were not re-packed properly after screening at (OKC). Caller stated that her hair oil spilled throughout her bag and damaged one her dresses. Caller had the oil within a plastic bag tied up, however after the inspection, the bag was left untied. Body: Agent Notes: Advised caller we would note issue, and advised caller how to file a claim. Advised caller we would note issue, and advised caller how to file a claim. NOI was not located in luggage Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) 5/27/2009 11:07:15 AM, Last Update Date: Opening Agent: Opened Date: 5/27/2009 11:02:54 AM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, DEN Denver, CO, USA - Denver International, LAS Las Vegas, NV, USA - Mccarran International Airport, Airline: Frontier Airlines (present)Frontier Airlines (present), Subject Category: Mishandling of Passengers Property - Disarrayed Carry-on/Checked Baggage - Mishandling of Passengers Property Disarrayed Carry-on/Checked Baggage Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 51155725 Contact Type: Contact Date: 2009-05-28 13:54:20 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2009-05-26 19:00:00 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Caller wants to report that their TSA accepted lock is missing after traveling through (OKC), Body: Agent Notes: Web address given to download claim form Web address given to download claim form Caller stated she traveled on the 26th May from OKC into ORD via United Airlines departing 7pm. She indicated she had a NOI inside her luggage as a result she had TSA locks on the luggage that were not returned. Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) 5/28/2009 1:58:20 PM, Last Update Date: Opening Agent: Opened Date: 5/28/2009 1:54:20 PM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, ORD Chicago, IL, USA - O'hare International Airport, Airline: United Airlines -¬United Airlines -¬, Subject Category: TSA Accepted Locks - Missing or Damaged - TSA Accepted Locks - Missing or Damaged Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 51167523 Contact Type: Contact Date: 2009-06-05 13:13:03 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2009-06-05 04:00:00 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Caller stated that she is upset about the manner in which the screener handled her carry on bag. Caller stated that she informed caller that she was on an international flight and screener continued to move more slowly. Caller missed her flight.... Body: Agent Notes: Forwarded complaint to CSM Forwarded complaint to CSM Flight #605 Follow Up: stated that she is upset about the manner in which the screener handled her carry on bag. (b) (6) stated that she informed caller that she was on an international flight and screener continued to move more slowly. She mentioned that she did arrive in enough time to make her flight and offered to assist screener with the re-packing with her luggage. (b) (6) said that the screener told her to get back and let him do his job. (b) (6) is very upset and would like for someone to give her a call back and reimburser her. (b) (6) is requesting that someone give her a call back. To TSOC Date: From TSOC Date: Last Updated By: (b) (6) 6/5/2009 1:25:16 PM, 6/5/2009 1:25:47 PM 6/5/2009 1:29:35 PM (b) (6) 6/5/2009 1:37:59 PM,(b) (6) 6/5/2009 1:39:27 PM (b) (6) /5/2009 1:39:34 PM, (b) (6) 6/5/2009 2:36:31 PM, (b) (6) 6/5/2009 2:36:44 PM (b) (6) 6/5/2009 2:36:50 PM, Last Update Date: Opening Agent: Opened Date: 6/5/2009 1:13:03 PM Linked Event IDs:
(b) (6)
(b) (6)
(b) (6)
Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, Airline: Continental Airlines (present) -¬Continental Airlines (present) -¬, Subject Category: Mishandling of Passengers Property - Disarrayed Carry-on/Checked Baggage - Mishandling of Passengers Property Disarrayed Carry-on/Checked Baggage Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 51168564 Contact Type: Contact Date: 2009-06-05 23:32:33 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2009-06-05 13:50:00 Contact Prefix: (b) (6) Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Caller wants to report their Non-TSA accepted lock is missing after traveling through (okc), Body: Agent Notes: Said TSA not liable for such locks. At caller's behest, SF-95 walked thru website Said TSA not liable for such locks. At caller's behest, SF-95 walked thru website Advised caller to use Travel Sentry or Safe Skies locks which are TSA accepted to avoid having lock cut during screening. Also informed the caller that the screeners at foreign airports do not have access to unlock and lock the TSA accepted locks as a TSA screener would be able too. Informed caller if they needed more information regarding the locks and how to obtain them they can go to the travel sentry website Recorded the call Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) 6/5/2009 11:41:27 PM, Last Update Date: Opening Agent: Opened Date: 6/5/2009 11:32:33 PM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, LGA New York, NY, USA - Laguardia, Airline: Subject Category: TSA Accepted Lock - Non TSA Accepted Lock - TSA Accepted Lock - Non TSA Accepted Lock Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 51168567 Contact Type: Contact Date: 2009-06-05 23:37:08 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2009-06-05 15:50:00 Contact Prefix: Contact First Name: Contact Middle Initial: Contact Last Name Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Items damaged in checked bag @ (OKC & zipper). Body: Agent Notes: Provided caller with information on the claims process from tsa.gov. Provided caller with information on the claims process from tsa.gov. Caller's zipper is broken. Her baggage was open when she recieved it from the carousel. Nothing is missing. Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) 6/5/2009 11:42:49 PM, Last Update Date: Opening Agent: Opened Date: 6/5/2009 11:37:08 PM Linked Event IDs:
(b) (6)
(b) (6)
(b) (6)
Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, DEN Denver, CO, USA - Denver International, SEA Seattle, WA, USA - Seattle Tacoma Intl Airport, Airline: United Airlines -¬United Airlines -¬, Subject Category: Claim Form Requests-Checked Bag - Claim Form Requests-Checked Bag Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 51179280 Contact Type: Contact Date: 2009-06-13 12:41:23 Medium: EMAIL Contact Status: CLOSED Incident Date: Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: (b) (6) Subject: ISSUE, TSA Contact Us: Complaints Body: THIS GENERATED EMAIL HAS BEEN SENT FROM TSA INTERNET CONTACT US -----------------------------------------------------------------------------------------------------------Remote Client IP: (b) (6) Date Time: 6/9/2009 8:26:30 PM ------------------------------------------------------------------------------------------------------------
Name: (b) (6) Email: (b) (6) Complaints:My Complaint is Not Listed Here Flight Info (If applicable. Enter Flight#/Airline/Terminal/Airport/Gate/Etc):Oklahoma City Continental Airline flight 605 leaving OKC Tuesday June 9th, 2009. Comments:I went down to the terminal with my daughter and was going through the security and had a rude employee lady concerning my shoes and my stimulator in my back and wouldn't listen to me that I can't take it out and or off it is implanted in my back, and showed the card from the company with the emergency doctor number and etc and told her that it is hard for me to take my shoes off and made me take them off before going through and would had to walk long distance to get them off and get my socks dirty. I am NOT happy and am thinking twice about flying and warning others with disabilities how people with disabilities are treated through the screening process and the employees of TSA are very rude and care less about u to make it easier for us to go through and clear it. I have been told I could make a suit against you and or contact the Department of Justice concerning you and the employee because of the treatment and etc Agent Notes: Consumer Complaint BCC/CSM Response Consumer Complaint BCC/CSM Response, BCC OKC SHM/CSQIM (b) (6) at (b) (6) Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) 6/13/2009 12:41:23 PM, (b) (6) 6/13/2009 12:49:33 PM, Last Update Date: Opening Agent: Opened Date: 6/10/2009 12:26:04 PM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, Airline: Continental Airlines (present) -¬Continental Airlines (present) -¬, Subject Category: Discourteous- Rude Employee - Discourteous- Rude Employee Interaction Type: COMPLAINT Response Email: From: Prior Vendor To: (b) (6)
Subject: Re: TSA Contact Us: Complaints <<#337431-443436#>> Body: <html><head><style type="text/css">p {margin-bottom: 0; margin-top: 0;}</style></head><body bgcolor="#ffffff" style="background: #ffffff"> <font size="2"><div style="width:100%;word-wrap:break-word;font-family: Arial;color: #000000;"><P><FONT face=" Helvetica, sansserif,Arial" size=3>Thank you for your email message. We are sorry you were unhappy with your recent travel experience.</FONT> </P> <P><FONT size=3> </FONT> </P> <P><FONT face=" Helvetica, sans-serif,Arial" size=3>Because your complaint is regarding screening at OKC, we have forwarded a copy of your email to the Customer Service Manager at that airport. The Customer Service Manager is responsible for ensuring that the screener workforce adheres to TSA principles for professional processing.</FONT> </P> <P><FONT size=3> </FONT> </P> <P><FONT face=" Helvetica, sans-serif,Arial" size=3>We monitor the number and nature of complaints we receive to track trends and spot areas of concern that may require special attention. This ongoing process will enable us to ensure prompt, corrective action whenever we determine that security-screening policies need modification or specific employees or screener teams are the subjects of repeated complaints.</FONT> </P> <P><FONT size=3> </FONT> </P> <P><FONT face=" Helvetica, sans-serif,Arial" size=3>Again, the TSA offers sincere apologies and encourage you to check the latest information at </FONT><FONT face=" Helvetica, sans-serif,Arial" size=3><A href="http://www.tsa.gov/" shape=rect>www.tsa.gov</A></FONT><FONT face=" Helvetica, sans-serif,Arial" size=3>.</FONT> </P> <P><FONT size=3> </FONT> </P> <P><FONT face="Arial, Helvetica, sans-serif" size=3>TSA Contact Center</FONT><FONT face=" Helvetica, sans-serif,Arial"><BR clear=none></FONT></P></div> </font><br /> <br><br><div>--- Original Message ---<BR>From: < ><BR>Received: 6/10/09 12:26:04 PM EDT<BR>To: "TSA Contact Center" <[email protected]><BR>Subject: TSA Contact Us: Complaints<BR><BR>THIS GENERATED EMAIL HAS BEEN SENT FROM TSA INTERNET CONTACT US<BR>-----------------------------------------------------------------------------------------------------------<BR>Remote Client IP: (b) (6) <BR>Date Time: 6/9/2009 8:26:30 PM<BR>-----------------------------------------------------------------------------------------------------------<BR><BR> <TABLE style="FONT-SIZE: 12px; WIDTH: 750px" cellSpacing=1 cellPadding=3 border=2> <TBODY> <TR> <TD style="FONT-WEIGHT: bold; WIDTH: 200px">Name:</TD> <TD /TD></TR> <TR> <TD style="FONT-WEIGHT: bold; WIDTH: 200px">Email:</TD> <TD (b) (6) </TD></TR> <TR> <TD style="FONT-WEIGHT: bold; WIDTH: 200px">Complaints:</TD> <TD>My Complaint is Not Listed Here</TD></TR> <TR> <TD style="FONT-WEIGHT: bold; WIDTH: 200px">Flight Info (If applicable. Enter Flight#/Airline/Terminal/Airport/Gate/Etc):</TD> <TD>Oklahoma City Continental Airline flight 605 leaving OKC Tuesday June 9th, 2009.</TD></TR> <TR> <TD style="FONT-WEIGHT: bold; WIDTH: 200px">Comments:</TD> <TD>I went down to the terminal with my daughter and was going through the security and had a rude employee lady concerning my shoes and my stimulator in my back and wouldn't listen to me that I can't take it out and or off it is implanted in my back, and showed the card from the company with the emergency doctor number and etc and told her that it is hard for me to take my shoes off and made me take them off before going through and would had to walk long distance to get them off and get my socks dirty. I am NOT happy and am thinking twice about flying and warning others with disabilities how people with disabilities are treated through the screening process and the employees of TSA are very rude and care less about u to make it easier for us to go through and clear it. I have been told I could make a suit against you and or contact the Department of Justice concerning you and the employee because of the treatment and etc.</TD></TR></TBODY></TABLE></div> <BR><BR>------ TCC Control Number: ------<BR><<#337431-443436#>></body></html> END RECORD
(b) (6)
(b) (6)
CONTACT RECORD
EID: 51180432 Contact Type: Contact Date: 2009-06-14 13:55:23 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2009-06-12 07:33:00 Contact Prefix: (b) (6) Contact First Name: Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Caller wanted to report damaged done to his luggage after screening at (OKC). Body: Agent Notes: Advised caller we would note issue, and advised caller how to file a claim. Advised caller we would note issue, and advised caller how to file a claim. NOI was located in luggage Caller stated that he had lock that was not a TSA accepted lock, however the TSA agent pried the luggage open in order to review the cotent rather than breaking the lock, which in turn damaged the luggage. Caller stated that this box company box that values a little over $600.00 Follow Up: To TSOC Date: From TSOC Date: Last Updated By: 6/14/2009 2:03:01 PM, Last Update Date: Opening Agent: Opened Date: 6/14/2009 1:55:23 PM Linked Event IDs:
(b) (6)
Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, Airline: Southwest AirlinesSouthwest Airlines, Subject Category: Mishandling of Passengers Property - Disarrayed Carry-on/Checked Baggage - Mishandling of Passengers Property Disarrayed Carry-on/Checked Baggage Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 51181562 Contact Type: Contact Date: 2009-06-15 12:05:18 Medium: EMAIL Contact Status: CLOSED Incident Date: Contact Prefix: Contact First Name: Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email:(b) (6) Subject: ISSUE, TSA Contact Us: Complaints Body: THIS GENERATED EMAIL HAS BEEN SENT FROM TSA INTERNET CONTACT US -----------------------------------------------------------------------------------------------------------Remote Client IP: (b) (6) Date Time: 6/11/2009 1:23:19 PM ------------------------------------------------------------------------------------------------------------
(b) (6)
Name: Email: Complaints:Damaged or Missing items in Checked or Carry-on Baggage Flight Info (If applicable. Enter Flight#/Airline/Terminal/Airport/Gate/Etc):SW flight 0495 June 8th,09. Leaving OKC Comments:I checked in my suitcase in at airport and when I arrived at my hotel later that day I opened my suit case and all the items I had so carefully packed were haphazardly been tossed in my suitcase. There was a slip of paper that this was inspected by TSA in OKC. All my shirts were rolled up and wrinkled. Not good!!! The main problem was that my CPAP machine and mask items were unpacked and left loose in suitcase not the way I had packed. I had my face mask rolled up in 2 towels to protect which I have used for over several trips the past 3-4 years. The CPAP mask was put back in suitcase loose not protected with towels that I had used. My mask was broke from such stupied, careless, irresponsible TSA inspector. I was out of town for business and unable to use my CPAP machine at night-extreme HEALTH RISK. Now I have to replace this mask. I travel almost each week and this is the first time to have such UNPROFESSIONAL experience from TSA Agent Notes: General Complaint w/Claim Response General Complaint w/Claim Response, Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) 6/15/2009 12:05:18 PM (b) (6) 6/15/2009 12:06:51 PM, Last Update Date: Opening Agent: Opened Date: 6/11/2009 7:21:25 PM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, Airline: Southwest AirlinesSouthwest Airlines, Subject Category: Claim Form Requests-Checked Bag - Claim Form Requests-Checked Bag Interaction Type: COMPLAINT Response Email: From: Prior Vendor To:
(b) (6)
(b) (6)
Subject: Re: TSA Contact Us: Complaints <<#120573-444303#>>
Body: <html><head><style type="text/css">p {margin-bottom: 0; margin-top: 0;}</style></head><body bgcolor="#ffffff" style="background: #ffffff"> <font size="2"><div style="width:100%;word-wrap:break-word;font-family: Arial;color: #000000;"><P><FONT size=3>Thank you for your e-mail concerning your travel experience. <BR clear=none> <BR clear=none>Enhanced security measures require that all checked baggage undergo some form of screening for prohibited items. Physical search of the luggage is required to clear every alarm. Transportation Security Administration (TSA) screeners should exercise great care during the screening process to ensure that passengers' belongings are returned and not damaged when a bag needs to be opened. We regret if these high standards were not met.<BR clear=none> <BR clear=none>We monitor the number and nature of complaints we receive to track trends and spot areas of concern that may require special attention. This ongoing process will enable us to ensure prompt, corrective action whenever we determine that security screening policies need modification or specific employees or screener teams are the subject of repeated complaints.<BR clear=none> <BR clear=none>TSA is responsible for reviewing all claims relating to the screening of passengers and their baggage. To protect your rights under federal law and to file a valid claim, you must send your claim in writing to TSA, stating the circumstances of the loss and the exact amount you are claiming (fair market value of lost or destroyed property, reasonable cost of repair for damaged property), within 2 years after your claim accrued. The claim must be signed by you or your authorized representative (e.g., an attorney or other personal representative with appropriate proof of authority). <BR clear=none> <BR clear=none>To file a claim, fill out the attached Standard Form 95 (claim form) in accordance with the instructions, and return it to the address in box #1. Please be sure to follow the instructions carefully, and to fill out the claim form completely. While use of the form is not mandatory, it will help you ensure that you meet the legal requirements for filing a claim. If you decide to file a claim, it will be processed in accordance with the Federal Tort Claims Act.<BR clear=none> <BR clear=none>Once the Claims Management Office has received your claim form, you will be sent a letter of acknowledgement and a claim number. You should keep the claim number for future reference when inquiring about your claim. TSA will try to resolve your claim as quickly as possible, but it may need time to make a further investigation of the facts. If TSA denies your claim, or has not finally resolved it within 6 months after you have filed it, you may have a right to bring your claim to court. <BR clear=none> <BR clear=none>You can also access claim forms online at the TSAGÇÖs Claims Management OfficeGÇÖs website at <A href="http://www.tsa.gov/travelers/customer/claims/index.shtm" shape=rect>www.tsa.gov/travelers/customer/claims/index.shtm</A>. This website also has information related to filing a claim, checking the status of a claim, and other claim-related issues. You can also access this website by clicking on the Claims Management Office link in the GÇ£Resource CenterGÇ¥ on TSAGÇÖs homepage at <A href="http://www.tsa.gov/" shape=rect>www.tsa.gov</A>. If you have additional questions related to the claims process, please contact the Claims Management Office at <A href="mailto:[email protected]" shape=rect>[email protected]</A>. </FONT></P> <P><FONT size=3> </FONT> </P> <P><FONT size=3>TSA Contact Center</FONT><BR clear=none></P></div> </font><br /> <br><br><div>--- Original Message ---<BR>From: < (b) (6) ><BR>Received: 6/11/09 7:21:25 PM EDT<BR>To: "TSA Contact Center" <[email protected]><BR>Subject: TSA Contact Us: Complaints<BR><BR>THIS GENERATED EMAIL HAS BEEN SENT FROM TSA INTERNET CONTACT US<BR>-----------------------------------------------------------------------------------------------------------<BR>Remote Client IP: (b) (6) <BR>Date Time: 6/11/2009 1:23:19 PM<BR>-----------------------------------------------------------------------------------------------------------<BR><BR> <TABLE style="FONT-SIZE: 12px; WIDTH: 750px" cellSpacing=1 cellPadding=3 border=2> <TBODY> <TR> <TD style="FONT-WEIGHT: bold; WIDTH: 200px">Name:</TD> <TD>(b) (6) </TD></TR> <TR> <TD style="FONT-WEIGHT: bold; WIDTH: 200px">Email:</TD> <TD>(b) (6) </TD></TR> <TR> <TD style="FONT-WEIGHT: bold; WIDTH: 200px">Complaints:</TD> <TD>Damaged or Missing items in Checked or Carry-on Baggage</TD></TR> <TR> <TD style="FONT-WEIGHT: bold; WIDTH: 200px">Flight Info (If applicable. Enter Flight#/Airline/Terminal/Airport/Gate/Etc):</TD> <TD>SW flight 0495 June 8th,09. Leaving OKC</TD></TR> <TR> <TD style="FONT-WEIGHT: bold; WIDTH: 200px">Comments:</TD> <TD>I checked in my suitcase in at airport and when I arrived at my hotel later that day I opened my suit case and all the items I had so carefully packed were haphazardly been tossed in my suitcase. There was a slip of paper that this was inspected by TSA in OKC. All my shirts were rolled up and wrinkled. Not good!!! The main problem was that my CPAP machine and mask items were unpacked and left loose in suitcase not the way I had packed. I had my face mask rolled up in 2 towels to protect which I have used for over several trips the past 3-4 years. The CPAP mask was put back in suitcase loose not protected with towels that I had used. My mask was broke from such stupied, careless, irresponsible TSA inspector. I was out of town for business and unable to use my CPAP machine at night-extreme HEALTH RISK. Now I have to replace this mask. I travel almost each week and this is the first time to have such UNPROFESSIONAL experience from TSA.</TD></TR></TBODY></TABLE></div> <BR><BR>------ TCC Control Number: ------<BR><<#120573-444303#>></body></html>
END RECORD
CONTACT RECORD
EID: 51182363 Contact Type: Contact Date: 2009-06-15 16:45:37 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2009-06-15 10:19:00 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Items damaged in checked bag @ (DEN & Shampoo spilled and clothes got damaged) Body: Agent Notes: Provided caller with information on the claims process, and walked caller thru Provided caller with information on the claims process, and walked caller thru Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) 6/15/2009 4:53:35 PM, Last Update Date: Opening Agent: Opened Date: 6/15/2009 4:45:37 PM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, DEN Denver, CO, USA - Denver International, Airline: United Airlines -¬United Airlines -¬, Subject Category: Claim Form Requests-Checked Bag - Claim Form Requests-Checked Bag Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 51184775 Contact Type: Contact Date: 2009-06-16 19:07:58 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2009-06-15 07:00:00 Contact Prefix: Contact First Name: Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Items missing from checked bag @ (OKC & Jewelry). Body: Agent Notes: I provided the caller with lost and found information, and advised how to submit a SF-95 claim form from the internet. I provided the caller with lost and found information, and advised how to submit a SF-95 claim form from the internet. Caller is calling on behalf of her sister. Caller's sister did not have a NOI inside of her bag. Caller accidently got disconnected and I had to call her back. Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) 6/16/2009 7:24:16 PM, Last Update Date: Opening Agent: Opened Date: 6/16/2009 7:07:58 PM Linked Event IDs:
(b) (6)
Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, STL St Louis, MO, USA - Lambert-St Louis Internatl, RSW Fort Myers, FL, USA - Regional Southwest Airport, Airline: Southwest AirlinesSouthwest Airlines, Subject Category: Claim Form Requests - Missing items from Checked Baggage - Claim Form Requests - Missing items from Checked Baggage Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 51186267 Contact Type: Contact Date: 2009-06-17 16:31:02 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2009-06-16 06:30:00 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Items damaged in checked bag @ (enter Airport code here & name specific item) Enter date claim form was mailed., Body: Agent Notes: Provided caller with information on the claims process, Provided caller with information on the claims process, and SF-95 mailed on (Date), Caller departed from OKC gate 16 on Southwest Airlines number 945 enroute to PHX. The baggage. Follow Up: To TSOC Date: From TSOC Date: Last Updated By: 6/17/2009 4:41:10 PM, Last Update Date: Opening Agent: Opened Date: 6/17/2009 4:31:02 PM Linked Event IDs:
(b) (6)
Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, PHX Phoenix, AZ, USA - Sky Harbor International Airport, Airline: Southwest AirlinesSouthwest Airlines, Subject Category: Claim Form Requests-Checked Bag - Claim Form Requests-Checked Bag Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 51186995 Contact Type: Contact Date: 2009-06-18 03:14:23 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2009-06-17 16:15:00 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: (b) (6) Contact Address 2: Contact City: (b) (6) Contact State: (b) (6) Contact Zip: (b) (6) Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Items damaged in checked bag @ (OKC & pictures in frames). Body: Agent Notes: Provided caller with information on the claims process, and SF-95 mailed on 6-19-09. Submitted a complaint to the CSM on caller's behalf as well. Provided caller with information on the claims process, and SF-95 mailed on 6-19-09. Submitted a complaint to the CSM on caller's behalf as well.Provided caller with information on the claims process, and SF-95 mailed on 6-19-09. There was a NOI in the baggage. Follow Up: (b) (6) would like to speak with someone about how her items were repacked in her baggage. A 30lb bag of coins was put on top of her pictures (not replacable) in glass frames of her daughter. She is very upset and would like a call back. To TSOC Date: From TSOC Date: Last Updated By: (b) (6) 6/18/2009 3:21:12 AM, 6/18/2009 3:21:19 AM, Last Update Date: Opening Agent: Opened Date: 6/18/2009 3:14:23 AM Linked Event IDs:
(b) (6)
(b) (6)
Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, SMF Sacramento, CA, USA - Sacramento Metropolitan, SLC Salt Lake City, UT, USA - Salt Lake City International Arpt, Airline: Delta AirDelta Air, Subject Category: Claim Form Requests-Checked Bag - Claim Form Requests-Checked Bag Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 51188136 Contact Type: Contact Date: 2009-06-18 16:21:09 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2009-06-18 16:27:00 Contact Prefix: Contact First Name: (b) (6) (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Caller stated that Items damaged in checked bag @ OKC Body: Agent Notes: Provided caller with information on the claims process, Provided caller with information on the claims process, I gave caller the number to file a claim at OKC Follow Up: To TSOC Date: From TSOC Date: Last Updated By: 6/18/2009 4:29:08 PM, Last Update Date: Opening Agent: Opened Date: 6/18/2009 4:21:09 PM Linked Event IDs:
(b) (6)
Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, Airline: Subject Category: Claim Form Requests-Checked Bag - Claim Form Requests-Checked Bag Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 51196225 Contact Type: Contact Date: 2009-06-24 13:18:27 Medium: EMAIL Contact Status: CLOSED Incident Date: Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: (b) (6) Contact Last Name:(b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: ISSUE, ISSUE, TSA Contact Us: Compliments or Suggestions Body: THIS GENERATED EMAIL HAS BEEN SENT FROM TSA INTERNET CONTACT US -----------------------------------------------------------------------------------------------------------Remote Client IP: (b) (6) Date Time: 6/21/2009 2:13:31 PM ------------------------------------------------------------------------------------------------------------
(b) (6)
Subject:Suggestions Name: (b) (6) Email: Comments:At OKC, when the passenger loads are low, the TSA closes one of the two security checkpoints. In a clear anti-passenger decision, the station there chooses to close the West checkpoint and leave the East checkpoint open.
(b) (6)
I find this completely asinine. The West checkpoint is centrally located (13 gates to one side of it, 5 gates to the other side of it; 4 ticket counters on either side of it) while the East checkpoint is located at the far end of the airport (only one ticket counter and one gate to the east of it, with all the other gates and ticket counters located to the west of it). This appears to have been done simply because the East checkpoint abuts the TSA office in the airport. I'm glad to see that TSA thinks so little of the passengers it purports to serve that it feels it's better to inconvenience thousands of passengers than to inconvenience the 10-12 TSA agents required to keep the single checkpoint open during low traffic periods Agent Notes: PASSENGER LINES RESPONSE PASSENGER LINES RESPONSE, Wait Times at Airport Response, Merged 2 or more different responses to address the consumer's concerns. Deleted all paragraphs and sentences that would not assist in answering the consumer's concerns. Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) 6/24/2009 1:18:27 PM, 6/24/2009 1:23:23 PM, Last Update Date: Opening Agent: Opened Date: 6/22/2009 1:04:48 PM Linked Event IDs:
(b) (6)
Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, Airline: Subject Category: Lengthy Wait- Long Lines - Lengthy Wait- Long Lines Interaction Type: COMPLAINT
Response Email: From: Prior Vendor To: (b) (6) Subject: Re: TSA Contact Us: Compliments or Suggestions <<#342486-449587#>> Body: <html><head><style type="text/css">p {margin-bottom: 0; margin-top: 0;}</style></head><body bgcolor="#ffffff" style="background: #ffffff"> <font size="2"><div style="width:100%;word-wrap:break-word;font-family: Arial;color: #000000;"><P><FONT face=" Helvetica, sansserif,Arial" size=3>Thank you for your email concerning your observation passenger lines. </FONT> </P> <P><FONT size=3> </FONT> </P> <P><FONT face=" Helvetica, sans-serif,Arial" size=3>We would like to apologize for the misunderstanding that the Transportation Security Administration (TSA) is responsible for the lines leading to the checkpoint. TSA is responsible for screening passengers through the security checkpoints. Air carriers are responsible for passenger lines up to security checkpoints, and they may choose various ways to manage those lines. If you have questions concerning an air carrierGÇÖs practices, we encourage you to contact them directly.</FONT> </P> <P><FONT size=3> </FONT> </P> <P><FONT face=" Helvetica, sans-serif,Arial" size=3>If the airline has not satisfied your inquiry, the Department of TransportationGÇÖs Aviation Consumer Protection Division (ACPD) may be able to help. The ACPD operates a complaint handling system for consumers who experience air travel service problems and provides a 24-hour hotline at (202) 366-2220 (TTY 366-0511) to record complaints. As a result of staff limitations, telephone calls cannot be returned. Letters and emails are reviewed and acknowledged. You may send an email to </FONT><A href="mailto:[email protected]" shape=rect><FONT face=" Helvetica, sans-serif,Arial" size=3>[email protected]</FONT></A><FONT face=" Helvetica, sans-serif,Arial" size=3> or write to:</FONT> </P> <P><FONT size=3> </FONT> </P> <P><FONT face=" Helvetica, sans-serif,Arial" size=3>Aviation Consumer Protection Division</FONT> </P> <P><FONT face=" Helvetica, sans-serif,Arial" size=3>U.S. Department of Transportation</FONT> </P> <P><FONT face=" Helvetica, sans-serif,Arial" size=3>400 Seventh Street, S.W.</FONT> </P> <P><FONT face=" Helvetica, sans-serif,Arial" size=3>Room 4107, C-75</FONT> </P> <P><FONT face=" Helvetica, sans-serif,Arial" size=3>Washington, DC 20590</FONT> </P> <P><FONT size=3> </FONT> </P> <P><FONT face=" Helvetica, sans-serif,Arial" size=3>We hope that this information is helpful.</FONT> </P> <P><FONT size=3> </FONT> </P> <P><FONT size=3> </FONT> </P> <P><FONT face=" Helvetica, sans-serif,Arial" size=3>TSA Contact Center</FONT><FONT face=" Helvetica, sans-serif,Arial" size=3><BR clear=none></FONT></P></div> </font><br /> <br><br><div>--- Original Message ---<BR>From: < ><BR>Received: 6/22/09 1:04:46 PM EDT<BR>To: "TSA Contact Center" <[email protected]><BR>Subject: TSA Contact Us: Compliments or Suggestions<BR><BR>THIS GENERATED EMAIL HAS BEEN SENT FROM TSA INTERNET CONTACT US<BR>-----------------------------------------------------------------------------------------------------------<BR>Remote Client IP: (b) (6) <BR>Date Time: 6/21/2009 2:13:31 PM<BR>-----------------------------------------------------------------------------------------------------------<BR><BR> <TABLE style="FONT-SIZE: 12px; WIDTH: 750px" cellSpacing=1 cellPadding=3 border=2> <TBODY> <TR> <TD style="FONT-WEIGHT: bold; WIDTH: 200px">Subject:</TD> <TD>Suggestions</TD></TR> <TR> <TD style="FONT-WEIGHT: bold; WIDTH: 200px">Name:</TD> <TD>(b) (6) </TD></TR> <TR> <TD style="FONT-WEIGHT: bold; WIDTH: 200px">Email:</TD> <TD(b) (6) </TD></TR> <TR> <TD style="FONT-WEIGHT: bold; WIDTH: 200px">Comments:</TD> <TD>At OKC, when the passenger loads are low, the TSA closes one of the two security checkpoints. In a clear anti-passenger decision, the station there chooses to close the West checkpoint and leave the East checkpoint open.<BR><BR>I find this completely asinine. The West checkpoint is centrally located (13 gates to one side of it, 5 gates to the other side of it; 4 ticket counters on either side of it) while the East checkpoint is located at the far end of the airport (only one ticket counter and one gate to the east of it, with all the other gates and ticket counters located to the west of it).<BR><BR>This appears to have been done simply because the East checkpoint abuts the TSA office in the airport. I'm glad to see that TSA thinks so little of the passengers it purports to serve that it feels it's better to inconvenience thousands of passengers than to inconvenience the 10-12 TSA agents required to keep the single checkpoint open during low traffic periods.</TD></TR></TBODY></TABLE></div> <BR><BR>------ TCC Control Number: ------<BR><<#342486-449587#>></body></html> END RECORD
(b) (6)
CONTACT RECORD
EID: 51197575 Contact Type: Contact Date: 2009-06-25 10:19:11 Medium: EMAIL Contact Status: CLOSED Incident Date: Contact Prefix: (b) (6) Contact First Name: Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: (b) (6) Subject: ISSUE, TSA Contact Us: Compliments or Suggestions Body: THIS GENERATED EMAIL HAS BEEN SENT FROM TSA INTERNET CONTACT US -----------------------------------------------------------------------------------------------------------Remote Client IP: (b) (6) Date Time: 6/22/2009 1:07:35 PM ------------------------------------------------------------------------------------------------------------
Subject:Suggestions Name: Email: Comments:My suggestion would be to not hire decietful spiteful folks like the TSA employees at Gate 16 in OKC that were working at 0800 this morning Agent Notes: Consumer Complaint BCC/CSM Response Consumer Complaint BCC/CSM Response, BCC SHM/CSQIM
(b) (6)
(b) (6)
(b) (6)
Follow Up: To TSOC Date: From TSOC Date: Last Updated By:(b) (6) Last Update Date: Opening Agent: Opened Date: 6/22/2009 7:22:32 PM Linked Event IDs:
6/25/2009 10:19:11 AM,
(b) (6)
6/25/2009 10:22:02 AM,
Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, Airline: Subject Category: Discourteous- Rude Employee - Discourteous- Rude Employee Interaction Type: COMPLAINT Response Email: From: Prior Vendor To: (b) (6) Subject: Re: TSA Contact Us: Compliments or Suggestions <<#342931-450092#>> Body: <html><head><style type="text/css">p {margin-bottom: 0; margin-top: 0;}</style></head><body bgcolor="#ffffff" style="background: #ffffff"> <font size="2"><div style="width:100%;word-wrap:break-word;font-family: Arial;color: #000000;"><P><FONT face=" Helvetica, sansserif,Arial">Thank you for your email message. We are sorry you were unhappy with your recent travel experience.</FONT> </P>
<P> </P> <P><FONT face=" Helvetica, sans-serif,Arial">Because your complaint is regarding screening at OKC, we have forwarded a copy of your email to the Customer Service Manager at that airport. The Customer Service Manager is responsible for ensuring that the screener workforce adheres to TSA principles for professional processing.</FONT> </P> <P> </P> <P><FONT face=" Helvetica, sans-serif,Arial">We monitor the number and nature of complaints we receive to track trends and spot areas of concern that may require special attention. This ongoing process will enable us to ensure prompt, corrective action whenever we determine that security-screening policies need modification or specific employees or screener teams are the subjects of repeated complaints.</FONT> </P> <P> </P> <P><FONT face=" Helvetica, sans-serif,Arial">Again, the TSA offers sincere apologies for the discomfort you experienced while traveling and encourage you to check the latest information at </FONT><A href="http://www.tsa.gov/" shape=rect><FONT face=" Helvetica, sansserif,Arial">www.tsa.gov</FONT></A><FONT face=" Helvetica, sans-serif,Arial">.</FONT> </P> <P> </P> <P><FONT face=" Helvetica, sans-serif,Arial">TSA Contact Center</FONT><FONT face=" Helvetica, sans-serif,Arial"><BR clear=none></FONT></P></div> </font><br /> <br><br><div>--- Original Message ---<BR>From: < gt;<BR>Received: 6/22/09 7:22:31 PM EDT<BR>To: "TSA Contact Center" <[email protected]><BR>Subject: TSA Contact Us: Compliments or Suggestions<BR><BR>THIS GENERATED EMAIL HAS BEEN SENT FROM TSA INTERNET CONTACT US<BR>-----------------------------------------------------------------------------------------------------------<BR>Remote Client IP: (b) (6) <BR>Date Time: 6/22/2009 1:07:35 PM<BR>-----------------------------------------------------------------------------------------------------------<BR><BR> <TABLE style="FONT-SIZE: 12px; WIDTH: 750px" cellSpacing=1 cellPadding=3 border=2> <TBODY> <TR> <TD style="FONT-WEIGHT: bold; WIDTH: 200px">Subject:</TD> <TD>Suggestions</TD></TR> <TR> <TD style="FONT-WEIGHT: bold; WIDTH: 200px">Name:</TD> <TD>(b) (6) </TD></TR> <TR> <TD style="FONT-WEIGHT: bold; WIDTH: 200px">Email:</TD> <TD> (b) (6) </TD></TR> <TR> <TD style="FONT-WEIGHT: bold; WIDTH: 200px">Comments:</TD> <TD>My suggestion would be to not hire decietful spiteful folks like the TSA employees at Gate 16 in OKC that were working at 0800 this morning.</TD></TR></TBODY></TABLE></div> <BR><BR>------ TCC Control Number: ------<BR><<#342931-450092#>></body></html> END RECORD
(b) (6)
CONTACT RECORD
EID: 51197592 Contact Type: Contact Date: 2009-06-25 10:31:59 Medium: EMAIL Contact Status: CLOSED Incident Date: Contact Prefix: (b) (6) Contact First Name: Contact Middle Initial: Contact Last Name: Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: (b) (6) Subject: ISSUE, Fw: Federal Gov't Personal Identification Verification (PIV) Body: I would like to add my voice of concern and question. After receiving the below e mail I happened to be in OKC. (b) (6) is correct. The gate agent refused to accept my government issued FAA identification although it is accepted around the world. And I know about around the world in my travels as a accident investigator.
(b) (6)
When questioned as to why the FAA badge was not acceptable he said because it could not be "scanned" and then accepted another ID that was not only NOT scanned, but could not be scanned. Please explain this the safety benefit for this discrimination against FAA employees at one of our primary training facilities. Thank you.
(b) (6)
Office of Accident Investigation
(b) (6)
----- Forwarded by TR Proven/AWA/FAA on 06/22/2009 12:24 PM -----
(b) (6)
(b) (6)
Licensing and Safety Division To [email protected] cc
(b) (6)
Subject 06/15/2009 08:37 Federal Gov't Personal AM Identification Verification (PIV)
To whom it may concern,
I, like many of my colleagues at the Federal Aviation Administration, fly in and out of many airports around the country. We, like the rest of the traveling public, present our identification to the TSA agents for inspection at the airport checkpoints. In most cases our employees present our U.S. Gov't Federal Aviation Administration Personal Identification Verification (PIV) badge at the airport checkpoint and are allowed to go through and onto our airplane. However, at Oklahoma City airport (OKC), the TSA inspectors do not accept these Federal Gov't FAA PIV's for some unknown reason. Would you explain why this identification would be deemed unacceptable only at OKC? Thank-you,
(b) (6)
Agent Notes: Fwd to Appropriate Office Response Fwd to Appropriate Office Response, BCC SHM/CSQIM
(b) (6)
(b) (6)
Follow Up: To TSOC Date: From TSOC Date: Last Updated By: Last Update Date: Opening Agent: Opened Date: 6/22/2009 7:21:57 PM Linked Event IDs:
(b) (6)
6/25/2009 10:31:59 AM
(b) (6)
6/25/2009 10:33:20 AM,
Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, Airline: Subject Category: ID Requirements - ID Requirements Interaction Type: COMPLAINT
Duplicate
(b) (6)
(b) (6)
(b) (6)
CONTACT RECORD
EID: 51200597 Contact Type: Contact Date: 2009-06-26 17:19:32 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2009-06-26 07:15:00 Contact Prefix: (b) (6) Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: (b) (6) Contact State: (b) (6) Contact Zip: (b) (6) Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Gold jewelry inluding 1 necklace,2 rings including a diamon ring and 1 set of hoops missing from checked bag @ (OKC). Enter date claim form was mailed (6/30/09). Body: Agent Notes: Provided Lost and Found information to caller and SF-95 form mailed on (6/30/09). Provided Lost and Found information to caller and SF-95 form mailed on (6/30/09). N.O.I present Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) 6/26/2009 5:24:51 PM, Last Update Date: Opening Agent: Opened Date: 6/26/2009 5:19:32 PM Linked Event IDs:
(b) (6)
(b) (6)
Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, Airline: Southwest AirlinesSouthwest Airlines, Subject Category: Claim Form Requests - Missing items from Checked Baggage - Claim Form Requests - Missing items from Checked Baggage Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 51202547 Contact Type: Contact Date: 2009-06-28 11:17:46 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2009-06-27 12:00:00 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: (b) (6) Contact Address 2: Contact City: (b) (6) Contact State: (b) (6) Contact Zip: (b) (6) Contact Country Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Items damaged in checked bag @ (OKC: suitcase zipper) Enter date claim form was mailed 6/29/09. Body: Agent Notes: Provided caller with information on the claims process, and SF-95 mailed on 6/29/09 Provided caller with information on the claims process, and SF-95 mailed on 6/29/09 NOI: yes; flight number: 1501.. Follow Up: To TSOC Date: From TSOC Date: Last Updated By: 6/28/2009 11:23:33 AM, Last Update Date: Opening Agent: Opened Date: 6/28/2009 11:17:46 AM Linked Event IDs:
(b) (6)
(b) (6)
Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, LAS Las Vegas, NV, USA - Mccarran International Airport, Airline: Southwest AirlinesSouthwest Airlines, Subject Category: Claim Form Requests-Checked Bag - Claim Form Requests-Checked Bag Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 51202817 Contact Type: Contact Date: 2009-06-28 13:38:45 Medium: EMAIL Contact Status: CLOSED Incident Date: Contact Prefix: Contact First Name: Unknown Contact Middle Initial: Contact Last Name: Unknown Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: (b) (6) Subject: ISSUE, RE: Re: Dear. United Body: so.. how can i find my loptop computer -----Original Message----From: "TSA-ContactCenter"<[email protected]> To: (b) (6) Cc: Sent: 09-06-22(?) 04:11:55 Subject: Re: Dear. United <<#341166-447660#>>
Thank you for your email message regarding the retrieval of lost items. Each airport establishes procedures for handling lost and found items. The Transportation Security Administration (TSA) follows those procedures where they exist. The airports in those instances are responsible for holding and disposing items under applicable local laws. Items, such as locks, tags, straps, and other external luggage pieces, are often lost or damaged as the baggage goes through the baggage handling equipment and may or may not have been found by airline/airport personnel. In an airport where no policy exists, found articles are collected, stored, and disposed of under General Services Administration rules. TSA is unable to identify and return all items, but may be able to locate and return items on a case-by-case basis. We suggest you contact the airport where your items were confiscated or lost at 405-680-3233 We work very hard to achieve consistency in the security processes. As we inspect screening operations at airports and receive feedback from the traveling public, we address inconsistencies and ensure corrective actions are taken, when necessary. We will continue to do all that we can to inspect screening operations and provide written procedures and training to specify how the process is to be applied. To file a claim, fill out the attached Standard Form 95 (claim form) in accordance with the instructions, and return it to the address in box #1. Please be sure to follow the instructions carefully, and to fill out the claim form completely. While use of the form is not mandatory, it will help you ensure that you meet the legal requirements for filing a claim. If you decide to file a claim, it will be processed in accordance with the Federal Tort Claims Act. Once the Claims Management Office has received your claim form, you will be sent a letter of acknowledgement and a claim number. You should keep the claim number for future reference when inquiring about your claim. TSA will try to resolve your claim as quickly as possible, but it may need time to make a further investigation of the facts. If TSA denies your claim, or has not finally resolved it within 6 months after you have filed it, you may have a right to bring your claim to court. You can also access claim forms online at the TSAGÇÖs Claims Management OfficeGÇÖs website at
www.tsa.gov/travelers/customer/claims/index.shtm. This website also has information related to filing a claim, checking the status of a claim, and other claim-related issues. You can also access this website by clicking on the Claims Management Office link in the GÇ£Resource CenterGÇ¥ on TSAGÇÖs homepage at www.tsa.gov <http://www.tsa.gov/> . If you have additional questions related to the claims process, please contact the Claims Management Office at [email protected]. TSA Contact Center
--- Original Message --From: (b) (6) Received: 6/18/09 1:34:17 PM EDT To: "TSA Contact Center" <[email protected]> Subject: Dear. United
Where is my laptop computer? Dear. United I was boarding on Jun second form Oklahoma to Inceon Infernafromal airport in korea. Anyway, Arrived in airport, I've got finding out that my laptop was disappear....Jesus,,What happened? Let me know please. I protest you that my laptop was gone. And I really hope that my laptop given me back safely as soon as possible, if you have any qeustion, please e-mail to me. Have a good day and expect your quickly response. Thank you.
P.S Phone Number :
(b) (6)
House address :(b) (6)
------ TCC Control Number: -----<<#341166-447660#>> <http://mail2.naver.com/newmailcheck/kmeqWN+v+6t/hAnwFq2wFxgmM6UmKoJ4FAp4pxU9Kq+Spop4axFoKqM/MxtZFEICFxumax2Qa93 xtL9AWrldM6Fdtrk5+zkZtz3cbZlNWXM=.gif> Agent Notes: Retrieve Items Retrieve Items, Provided customer with Oklahoma TSA lost and found number ( 405-680-3233) Follow Up: To TSOC Date: From TSOC Date: Last Updated By: 6/28/2009 1:38:45 PM, (b) (6) 6/28/2009 1:40:20 PM, Last Update Date: Opening Agent: Opened Date: 6/26/2009 1:10:15 PM Linked Event IDs:
(b) (6)
Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, Airline: Subject Category: Lost and Found- TSA - Lost and Found- TSA Interaction Type: COMPLAINT Response Email: From: Prior Vendor To: (b) (6) Subject: Re: RE: Re: Dear. United <<#341166-447660#>> Body: <html><head><style type="text/css">p {margin-bottom: 0; margin-top: 0;}</style></head><body bgcolor="#ffffff" style="background: #ffffff"> <font size="2"><div style="width:100%;word-wrap:break-word;font-family: Arial;color: #000000;"><P><FONT face=" Helvetica, sansserif,Arial">Thank you for your e-mail.</FONT> </P> <P> </P> <P><FONT face=" Helvetica, sans-serif,Arial">Each airport establishes procedures for handling lost and found items. TSA follows those procedures where they exist. The airports in those instances are responsible for holding and disposing items under applicable local laws. Items such as locks, tags, straps, and other external luggage pieces are often lost or damaged as the baggage goes through the baggage handling equipment and may or may not have been found by airline/airport personnel.</FONT> </P> <P> </P> <P><FONT face=" Helvetica, sans-serif,Arial">In an airport where no policy exists, found articles are collected, stored, and disposed of under General Services Administration rules. TSA is unable to identify and return all items, but may be able to locate and return items on a case-by-case basis. </FONT></P> <P> </P> <P><FONT face=" Helvetica, sans-serif,Arial"><STRONG>We suggest you contact the airport at which your items were confiscated or lost at 405-680-3233.</STRONG></FONT> </P> <P> </P> <P><FONT face=" Helvetica, sans-serif,Arial">We work very hard to achieve consistency in the security processes. As we inspect screening operations at airports and receive feedback from the traveling public, we address inconsistencies and ensure corrective actions are taken, when necessary. We will continue to do all that we can to inspect screening operations and provide written procedures and training to specify how the process is to be applied.</FONT> </P> <P> </P> <P><FONT face=" Helvetica, sans-serif,Arial">We encourage passengers to visit our website at </FONT><FONT face=" Helvetica, sansserif,Arial"><A href="http://www.tsa.gov/" shape=rect>www.tsa.gov</A></FONT><FONT face=" Helvetica, sans-serif,Arial"> for additional information about TSA. All travelers are encouraged to visit the section on travel tips before their trip. The website has information about prohibited and permitted items, the screening process and procedures, and guidance for special considerations that may assist in preparing for air travel. Passengers can go directly to these tips at </FONT><FONT face=" Helvetica, sansserif,Arial"><A href="http://www.tsatraveltips.us/" shape=rect>http://www.TSATravelTips.us</A></FONT><FONT face=" Helvetica, sansserif,Arial">.</FONT> </P> <P> </P> <P><FONT face=" Helvetica, sans-serif,Arial">We hope that this information provides you with a better understanding of the screening process and the procedures necessary to ensure safety.</FONT> </P> <P> </P> <P><FONT face=" Helvetica, sans-serif,Arial">TSA Contact Center</FONT> </P> <P> </P></div> </font><br /> <br><br><div>--- Original Message ---<BR>From: < (b) (6) ><BR>Received: 6/26/09 1:10:11 PM EDT<BR>To: "TSA Contact Center" <[email protected]><BR>Subject: RE: Re: Dear. United<BR><BR> <STYLE>P {margin-top:2px;margin-bottom:2px;}</STYLE> <DIV style="FONT-SIZE: 10pt; FONT-FAMILY: gulim,AppleGothic,sans-serif"> <P style="FONT-SIZE: 10pt; FONT-FAMILY: gulim,AppleGothic,sans-serif">so..</P> <P style="FONT-SIZE: 10pt; FONT-FAMILY: gulim,AppleGothic,sans-serif">how can i find my loptop computer</P> <P style="PADDING-RIGHT: 0px; PADDING-LEFT: 10pt; FONT-SIZE: 10pt; PADDING-BOTTOM: 0px; PADDING-TOP: 0px; FONT-FAMILY: Gulim,AppleGothic,sans-serif">-----Original Message-----<BR><B>From:</B> "TSA-ContactCenter"<[email protected]> <BR><B>To:</B (b) (6) <BR><B>Cc:</B> <BR><B>Sent:</B> 09-06-22(8¢ö) 04:11:55<BR><B>Subject:</B> Re: Dear. United <<#341166-447660#>><BR><BR> <STYLE type=text/css>p {margin-bottom: 0; margin-top: 0;}</STYLE> <STYLE type=text/css>P {margin-top:2px;margin-bottom:2px;}</STYLE> </P> <DIV style="WIDTH: 100%; COLOR: #000000; FONT-FAMILY: Arial; WORD-WRAP: break-word"> <P><FONT size=2>Thank you for your email message regarding the retrieval of lost items. <BR clear=none> <BR
clear=none>Each airport establishes procedures for handling lost and found items. The Transportation Security Administration (TSA) follows those procedures where they exist. The airports in those instances are responsible for holding and disposing items under applicable local laws. Items, such as locks, tags, straps, and other external luggage pieces, are often lost or damaged as the baggage goes through the baggage handling equipment and may or may not have been found by airline/airport personnel. </FONT></P> <P><FONT size=2>In an airport where no policy exists, found articles are collected, stored, and disposed of under General Services Administration rules. TSA is unable to identify and return all items, but may be able to locate and return items on a case-by-case basis. We suggest you contact the airport where your items were confiscated or lost at 405-680-3233<BR clear=none> <BR clear=none>We work very hard to achieve consistency in the security processes. As we inspect screening operations at airports and receive feedback from the traveling public, we address inconsistencies and ensure corrective actions are taken, when necessary. We will continue to do all that we can to inspect screening operations and provide written procedures and training to specify how the process is to be applied.<BR clear=none> <BR clear=none>To file a claim, fill out the attached Standard Form 95 (claim form) in accordance with the instructions, and return it to the address in box #1. Please be sure to follow the instructions carefully, and to fill out the claim form completely. While use of the form is not mandatory, it will help you ensure that you meet the legal requirements for filing a claim. If you decide to file a claim, it will be processed in accordance with the Federal Tort Claims Act.<BR clear=none> <BR clear=none>Once the Claims Management Office has received your claim form, you will be sent a letter of acknowledgement and a claim number. You should keep the claim number for future reference when inquiring about your claim. TSA will try to resolve your claim as quickly as possible, but it may need time to make a further investigation of the facts. If TSA denies your claim, or has not finally resolved it within 6 months after you have filed it, you may have a right to bring your claim to court. <BR clear=none> <BR clear=none>You can also access claim forms online at the TSAGÇÖs Claims Management OfficeGÇÖs website at <A href="http://www.tsa.gov/travelers/customer/claims/index.shtm" shape=rect>www.tsa.gov/travelers/customer/claims/index.shtm</A>. This website also has information related to filing a claim, checking the status of a claim, and other claim-related issues. You can also access this website by clicking on the Claims Management Office link in the GÇ£Resource CenterGÇ¥ on TSAGÇÖs homepage at <A href="http://www.tsa.gov/" shape=rect>www.tsa.gov</A>. If you have additional questions related to the claims process, please contact the Claims Management Office at <A href="mailto:[email protected]" shape=rect>[email protected]</A>. <BR clear=none> <BR clear=none>TSA Contact Center<BR clear=none></FONT></P></DIV><BR><BR><BR> <DIV>--- Original Message ---<BR>From: <[email protected]><BR>Received: 6/18/09 1:34:17 PM EDT<BR>To: "TSA Contact Center" <[email protected]><BR>Subject: Dear. United<BR><BR> <DIV style="FONT-SIZE: 10pt; FONT-FAMILY: gulim,AppleGothic,sans-serif"> <P>Where is my laptop computer?</P> <P>Dear. United</P> <P>I was boarding on Jun second </P> <P>form Oklahoma to Inceon Infernafromal airport in korea.</P> <P>Anyway, Arrived in airport, I've got finding out that my laptop was disappear....Jesus,,What happened? </P> <P> Let me know please. <BR>I protest you that my laptop was gone.</P> <P>And I really hope that my laptop given me back safely as soon as possible, if you have any qeustion, please e-mail to me.</P> <P>Have a good day and expect your quickly response.</P> <P>Thank you.</P> <P> </P> <P>P.S</P> <P>Phone Number : (b) (6) > <TABLE style="DISPLAY: none"> <TBODY> <TR> <TD></TD></TR></TBODY></TABLE></DIV><BR><BR>------ TCC Control Number: ------<BR><<#341166-447660#>> <P></P></DIV><!--navermail.footer.start--><!--navermail.footer.end--> <TABLE style="DISPLAY: none"> <TBODY> <TR> <TD><IMG src="http://mail2.naver.com/newmailcheck/kmeqWN+v+6t/hAnwFq2wFxgmM6UmKoJ4FAp4pxU9Kq+Spop4axFoKqM/MxtZFEICFxumax2 Qa93xtL9AWrldM6Fdtrk5+zkZtz3cbZlNWXM=.gif" border=0></TD></TR></TBODY></TABLE></div> <BR><BR>------ TCC Control Number: ------<BR><<#341166-447660#>></body></html> END RECORD
CONTACT RECORD
EID: 51206827 Contact Type: Contact Date: 2009-06-30 17:33:19 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2009-06-29 17:33:00 Contact Prefix: (b) (6) Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Caller wanted to report that items were not re-packed properly in checked luggage after screening at OKC, Body: Agent Notes: Advised caller we would note issue, and an FYI will be sent to the CSM at that airport who oversees the screening operation. Offered a claim form. Advised caller we would note issue, and an FYI will be sent to the CSM at that airport who oversees the screening operation. Offered a claim form., Caller states that a (NOI) was inside th luggage. Caller's Flight# 2222 Follow Up: called to report that while traveling from OKC airport, the screener who searched her checked luggage opened a sealed jar of salsa and failed to refasten it and the contents leaked into the luggage onto her clothing. (b) (6) states that a (NOI) was inside the luggage, but declined to file a claim because nothing was damaged that she couldn't wash out. She would like to speak with the CSM regarding the incident. To TSOC Date: From TSOC Date: Last Updated By: (b) (6) 6/30/2009 5:49:29 PM,(b) (6) 6/30/2009 5:49:37 PM, Last Update Date: Opening Agent: Opened Date: 6/30/2009 5:33:19 PM Linked Event IDs:
(b) (6)
(b) (6)
(b) (6)
Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, IAH Houston, TX, USA - Houston Intercontinental, SEA Seattle, WA, USA - Seattle Tacoma Intl Airport, Airline: Continental Airlines (present) -¬Continental Airlines (present) -¬, Subject Category: Mishandling of Passengers Property - Disarrayed Carry-on/Checked Baggage - Mishandling of Passengers Property Disarrayed Carry-on/Checked Baggage Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 51209633 Contact Type: Contact Date: 2009-07-02 12:39:12 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2009-06-30 10:00:00 Contact Prefix: (b) (6) Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Caller asked how confiscated injectable items be retrieved , Body: Agent Notes: Advised caller that there are no provisions for returning banned (prohibited) items. Each airport/airline establishes procedures for handling lost and found items. TSA follows those procedures where they exist. The airports/airlines in those instances are responsible for holding and disposing of items under applicable local laws. In an airport/airline where no policy exists, found articles are collected, stored, and disposed of under General Services Administration rules. Advised caller that there are no provisions for returning banned (prohibited) items. Each airport/airline establishes procedures for handling lost and found items. TSA follows those procedures where they exist. The airports/airlines in those instances are responsible for holding and disposing of items under applicable local laws. In an airport/airline where no policy exists, found articles are collected, stored, and disposed of under General Services Administration rules., Advised caller he will receive a call from the CSM at OKC. Follow Up: To TSOC Date: From TSOC Date: Last Updated By: 7/2/2009 12:46:22 PM, Last Update Date: Opening Agent: Opened Date: 7/2/2009 12:39:12 PM Linked Event IDs:
(b) (6)
(b) (6)
Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, SAN San Diego, CA, USA - Lindbergh International Airport, Airline: United Airlines -¬United Airlines -¬, Subject Category: Voluntarily Abandoned Property- Retrieving Abandoned/Confiscated Items - Voluntarily Abandoned PropertyRetrieving Abandoned/Confiscated Items Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 51212394 Contact Type: Contact Date: 2009-07-04 09:05:18 Medium: EMAIL Contact Status: CLOSED Incident Date: Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: (b) (6) Subject: ISSUE, TSA Contact Us: Complaints Body: THIS GENERATED EMAIL HAS BEEN SENT FROM TSA INTERNET CONTACT US -----------------------------------------------------------------------------------------------------------Remote Client IP: (b) (6) Date Time: 7/3/2009 2:08:32 AM ------------------------------------------------------------------------------------------------------------
Name: Email: Complaints:Damaged or Missing items in Checked or Carry-on Baggage Flight Info (If applicable. Enter Flight#/Airline/Terminal/Airport/Gate/Etc):United Airlines Flight 391. Departed Oklahoma City, OK on July 2, 2009 at 10:19am Central Time to Denver, CO. landed approximately 10:35 am Mountain time. Transferred to United Flight 6626. Departed Denver at 11:50 am Mountain time and landed at Palm Springs CA at approximately 12:52 am Pacific time. Comments:I checked into the United Ticket counter at approximately 8:20 am Central time. I checked one bag. It was 65 pounds. Inside my bag was my contour pillow. When I unpacked my bag, the contour pillow was not in my bag. My pillow costs $99.00 when purchased. I am requesting a supervisor contact me as soon as possible to recitfy this situation. Thank you Agent Notes: Claim Request Claim Request, Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) 7/4/2009 9:05:18 AM, 7/4/2009 9:07:35 AM, Last Update Date: Opening Agent: Opened Date: 7/3/2009 12:28:50 PM Linked Event IDs:
(b) (6)
(b) (6)
Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, Airline: United Airlines -¬United Airlines -¬, Subject Category: Claim Form Requests-Checked Bag - Claim Form Requests-Checked Bag Interaction Type: COMPLAINT Response Email: From: Prior Vendor To: (b) (6) Subject: Re: TSA Contact Us: Complaints <<#347764-455573#>> Body: <html><head><style type="text/css">p {margin-bottom: 0; margin-top: 0;}</style></head><body bgcolor="#ffffff" style="background:
#ffffff"> <font size="2"><div style="width:100%;word-wrap:break-word;font-family: Arial;color: #000000;"><P>Thank you for your e-mail message. </P> <P> </P> <P>The Transportation Security Administration (TSA) is responsible for reviewing all claims relating to the screening of passengers and their baggage. To protect your rights under federal law and to file a valid claim, you must send your claim in writing to TSA, stating the circumstances of the loss and the exact amount you are claiming (fair market value of lost or destroyed property, reasonable cost of repair for damaged property), within 2 years after your claim accrued. The claim must be signed by you or your authorized representative (e.g., an attorney or other personal representative with appropriate proof of authority). <BR clear=none> <BR clear=none>To file a claim, fill out the attached Standard Form 95 (claim form) in accordance with the instructions, and return it to the address in box #1. Please be sure to follow the instructions carefully, and to fill out the claim form completely. While use of the form is not mandatory, it will help you ensure that you meet the legal requirements for filing a claim. If you decide to file a claim, it will be processed in accordance with the Federal Tort Claims Act.<BR clear=none> <BR clear=none>Once the Claims Management Branch has received your claim form, you will be sent a letter of acknowledgement and a claim number. You should keep the claim number for future reference when inquiring about your claim. TSA will try to resolve your claim as quickly as possible, but it may need time to make a further investigation of the facts. If TSA denies your claim, or has not finally resolved it within 6 months after you have filed it, you may have a right to bring your claim to court. <BR clear=none> <BR clear=none>You can also access claim forms online at the TSAGÇÖs Claims Management BranchGÇÖs website at <A href="http://www.tsa.gov/travelers/customer/claims/index.shtm" shape=rect>www.tsa.gov/travelers/customer/claims/index.shtm</A>. This website also has information related to filing a claim, checking the status of a claim, and other claim-related issues. You can also access this website by clicking on the Claims Management Branch link in the GÇ£Resource CenterGÇ¥ on TSAGÇÖs homepage at <A href="http://www.tsa.gov/" shape=rect>www.tsa.gov</A>. For additional questions related to the claims process, please contact the Claims Management Branch at <A href="mailto:[email protected]" shape=rect>[email protected]</A>. <BR clear=none> <BR clear=none>TSA Contact Center<BR clear=none></P></div> </font><br /> <br><br><div>--- Original Message ---<BR>From: < (b) (6) ><BR>Received: 7/3/09 12:28:50 PM EDT<BR>To: "TSA Contact Center" <[email protected]><BR>Subject: TSA Contact Us: Complaints<BR><BR>THIS GENERATED EMAIL HAS BEEN SENT FROM TSA INTERNET CONTACT US<BR>------------------------------------------------------------------------------------------------------------<BR>Remote Client IP: (b) (6) <BR>Date Time: 7/3/2009 2:08:32 AM<BR>-----------------------------------------------------------------------------------------------------------<BR><BR> <TABLE style="FONT-SIZE: 12px; WIDTH: 750px" cellSpacing=1 cellPadding=3 border=2> <TBODY> <TR> <TD style="FONT-WEIGHT: bold; WIDTH: 200px">Name:</TD> <TD (b) (6) /TD></TR> <TR> <TD style="FONT-WEIGHT: bold; WIDTH: 200px">Email:</TD> <TD> /TD></TR> <TR> <TD style="FONT-WEIGHT: bold; WIDTH: 200px">Complaints:</TD> <TD>Damaged or Missing items in Checked or Carry-on Baggage</TD></TR> <TR> <TD style="FONT-WEIGHT: bold; WIDTH: 200px">Flight Info (If applicable. Enter Flight#/Airline/Terminal/Airport/Gate/Etc):</TD> <TD>United Airlines Flight 391. Departed Oklahoma City, OK on July 2, 2009 at 10:19am Central Time to Denver, CO. landed approximately 10:35 am Mountain time. Transferred to United Flight 6626. Departed Denver at 11:50 am Mountain time and landed at Palm Springs CA at approximately 12:52 am Pacific time.</TD></TR> <TR> <TD style="FONT-WEIGHT: bold; WIDTH: 200px">Comments:</TD> <TD>I checked into the United Ticket counter at approximately 8:20 am Central time. I checked one bag. It was 65 pounds. Inside my bag was my contour pillow. When I unpacked my bag, the contour pillow was not in my bag. My pillow costs $99.00 when purchased. I am requesting a supervisor contact me as soon as possible to recitfy this situation. Thank you.</TD></TR></TBODY></TABLE></div> <BR><BR>------ TCC Control Number: ------<BR><<#347764-455573#>></body></html> END RECORD
(b) (6)
CONTACT RECORD
EID: 51215150 Contact Type: Contact Date: 2009-07-06 16:23:40 Medium: EMAIL Contact Status: CLOSED Incident Date: Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: (b) (6) Subject: ISSUE, TSA Contact Us: Complaints Body: THIS GENERATED EMAIL HAS BEEN SENT FROM TSA INTERNET CONTACT US -----------------------------------------------------------------------------------------------------------Remote Client IP: (b) (6) Date Time: 7/5/2009 10:26:49 PM ------------------------------------------------------------------------------------------------------------
Name: Email: Complaints:Long Lines / Lengthy Wait at Checkpoint Flight Info (If applicable. Enter Flight#/Airline/Terminal/Airport/Gate/Etc):Flight 2006/ American Airlines/ Main Terminal/ Will Rogers World Airport OKC/ Security Checkpoint next to American Airlines counter Comments:Today on my flight from OKC to DFW, I along with dozens of other passengers were made to wait for over ten minutes at the security checkpoint. At the time I enetered the line, it was moving quickly, but a few minutes later it came to a standstill. At that point there was only one security person checking IDs and he quit checking IDs, forcing us to wait. The reason that he quit checking IDs is that members of the OKC Thunder basketball team arrived at that moment. They were allowed to enter through the side, which was a benefit giving to nobody else, and the TSA agent ignored every other passenger to check their IDs and chat with them. Is it standard procedure for TSA employees to grant special priveleges to wealthy, famous basketball players? And if that is a policy, is it necessary to have only one person working the line? It was not due to a lack of personel, there was someone sitting behind a desk doing nothing the entire time, and two other TSA officials walking along the line, rearranging the cords guiding passengers, to accomodate more people waiting, which would not have been necessary if one of them was checking IDs. When we asked one of the TSA agents why we were stuck in line, he told us to eiher talk to the supervisor or go to a different security checkpoint. I think it is ridiculous that we were forced to wait needlessly, not due to congestion or some other complication, rather that one TSA official prefered to chat with basketball players and three others decided to look busy, rather than actually helping things move along Agent Notes: Consumer Complaint BCC/CSM Response Consumer Complaint BCC/CSM Response, BCC SHM/CSQIM (b) (6)
(b) (6)
(b) (6)
Follow Up: To TSOC Date: From TSOC Date: Last Updated By: Last Update Date: Opening Agent: Opened Date: 7/6/2009 12:24:52 PM Linked Event IDs:
(b) (6)
7/6/2009 4:23:40 PM, (b)
(6)
7/6/2009 4:27:43 PM,
Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, DFW Dallas/Ft Worth, TX, USA - Dallas Ft Worth International, Airline: American Airlines -¬American Airlines -¬, Subject Category: Discourteous- Rude Employee - Discourteous- Rude Employee
Interaction Type: COMPLAINT Response Email: From: Prior Vendor To:(b) (6) Subject: Re: TSA Contact Us: Complaints <<#348424-456312#>> Body: <html><head><style type="text/css">p {margin-bottom: 0; margin-top: 0;}</style></head><body bgcolor="#ffffff" style="background: #ffffff"> <font size="2"><div style="width:100%;word-wrap:break-word;font-family: Arial;color: #000000;"><P><FONT face=" Helvetica, sansserif,Arial">Thank you for your email message. We are sorry you were unhappy with your recent travel experience.</FONT> </P> <P> </P> <P><FONT face=" Helvetica, sans-serif,Arial">Because your complaint is regarding screening at OKC, we have forwarded a copy of your email to the Customer Service Manager at that airport. The Customer Service Manager is responsible for ensuring that the screener workforce adheres to TSA principles for professional processing.</FONT> </P> <P> </P> <P><FONT face=" Helvetica, sans-serif,Arial">We monitor the number and nature of complaints we receive to track trends and spot areas of concern that may require special attention. This ongoing process will enable us to ensure prompt, corrective action whenever we determine that security-screening policies need modification or specific employees or screener teams are the subjects of repeated complaints.</FONT> </P> <P> </P> <P><FONT face=" Helvetica, sans-serif,Arial">Again, the TSA offers sincere apologies for the discomfort you experienced while traveling and encourage you to check the latest information at </FONT><FONT face=" Helvetica, sans-serif,Arial"><A href="http://www.tsa.gov/" shape=rect>www.tsa.gov</A></FONT><FONT face=" Helvetica, sans-serif,Arial">.</FONT> </P> <P> </P> <P><FONT face=" Helvetica, sans-serif,Arial">TSA Contact Center</FONT><FONT face=" Helvetica, sans-serif,Arial"><BR clear=none></FONT></P></div> </font><br /> <br><br><div>--- Original Message ---<BR>From: < (b) (6) ><BR>Received: 7/6/09 12:24:51 PM EDT<BR>To: "TSA Contact Center" <[email protected]><BR>Subject: TSA Contact Us: Complaints<BR><BR>THIS GENERATED EMAIL HAS BEEN SENT FROM TSA INTERNET CONTACT US<BR>-----------------------------------------------------------------------------------------------------------<BR>Remote Client IP: (b) (6) <BR>Date Time: 7/5/2009 10:26:49 PM<BR>-----------------------------------------------------------------------------------------------------------<BR><BR> <TABLE style="FONT-SIZE: 12px; WIDTH: 750px" cellSpacing=1 cellPadding=3 border=2> <TBODY> <TR> <TD style="FONT-WEIGHT: bold; WIDTH: 200px">Name:</TD> <TD(b) (6) TD></TR> <TR> <TD style="FONT-WEIGHT: bold; WIDTH: 200px">Email:</TD> <TD> /TD></TR> <TR> <TD style="FONT-WEIGHT: bold; WIDTH: 200px">Complaints:</TD> <TD>Long Lines / Lengthy Wait at Checkpoint</TD></TR> <TR> <TD style="FONT-WEIGHT: bold; WIDTH: 200px">Flight Info (If applicable. Enter Flight#/Airline/Terminal/Airport/Gate/Etc):</TD> <TD>Flight 2006/ American Airlines/ Main Terminal/ Will Rogers World Airport OKC/ Security Checkpoint next to American Airlines counter</TD></TR> <TR> <TD style="FONT-WEIGHT: bold; WIDTH: 200px">Comments:</TD> <TD>Today on my flight from OKC to DFW, I along with dozens of other passengers were made to wait for over ten minutes at the security checkpoint. At the time I enetered the line, it was moving quickly, but a few minutes later it came to a standstill. At that point there was only one security person checking IDs and he quit checking IDs, forcing us to wait. The reason that he quit checking IDs is that members of the OKC Thunder basketball team arrived at that moment. They were allowed to enter through the side, which was a benefit giving to nobody else, and the TSA agent ignored every other passenger to check their IDs and chat with them. Is it standard procedure for TSA employees to grant special priveleges to wealthy, famous basketball players? And if that is a policy, is it necessary to have only one person working the line? It was not due to a lack of personel, there was someone sitting behind a desk doing nothing the entire time, and two other TSA officials walking along the line, rearranging the cords guiding passengers, to accomodate more people waiting, which would not have been necessary if one of them was checking IDs. When we asked one of the TSA agents why we were stuck in line, he told us to eiher talk to the supervisor or go to a different security checkpoint. I think it is ridiculous that we were forced to wait needlessly, not due to congestion or some other complication, rather that one TSA official prefered to chat with basketball players and three others decided to look busy, rather than actually helping things move along.</TD></TR></TBODY></TABLE></div> <BR><BR>------ TCC Control Number: ------<BR><<#348424-456312#>></body></html> END RECORD
(b) (6)
CONTACT RECORD
EID: 51216369 Contact Type: Contact Date: 2009-07-07 12:36:14 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2009-07-07 00:45:00 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Caller stated that he was ignored at the check point when asked for a clean swab, for his medical device Body: Agent Notes: I offered to send a email to the CSM The customer refused I offered to send a email to the CSM The customer refused I offered caller mailing address to write about policy changes. He did not have a pen to write the information down, nor a fax, nor inter net access. Caller got made and claimed no one helped him and hung up. Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) 7/7/2009 12:46:12 PM, Last Update Date: Opening Agent: Opened Date: 7/7/2009 12:36:14 PM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, Airline: Subject Category: Discourteous- Rude Employee - Discourteous- Rude Employee Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 51216856 Contact Type: Contact Date: 2009-07-07 15:20:08 Medium: TELEPHONE Contact Status: CLOSED Incident Date: Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Caller wants to report that their TSA accepted lock is missing after traveling through (OKC), Body: Agent Notes: SF-95 form offered. SF-95 form offered.SF-95 form mailed on (Date), NOI. Caller did not remember the date and time traveled. Caller did not want to file a claim. Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) 7/7/2009 3:26:37 PM, Last Update Date: Opening Agent: Opened Date: 7/7/2009 3:20:08 PM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, Airline: United Airlines -¬United Airlines -¬, Subject Category: TSA Accepted Locks - Missing or Damaged - TSA Accepted Locks - Missing or Damaged Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 51226056 Contact Type: Contact Date: 2009-07-14 01:57:09 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2009-07-13 17:00:00 Contact Prefix: (b) (6) Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: (b) (6) Contact State (b) (6) Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Items (name specific item(s) purse) missing from checked bag@OKC. Enter date claim form was mailed. 7/14/2009 Body: Agent Notes: Provided Lost and Found information to caller and SF-95 form mailed on (7/14/2009) Provided Lost and Found information to caller and SF-95 form mailed on (7/14/2009) Caller had a notice of bag inspection Follow Up: To TSOC Date: From TSOC Date: Last Updated By: 7/14/2009 2:03:00 AM, 7/14/2009 3:06:35 AM, Last Update Date: Opening Agent: Opened Date: 7/14/2009 1:57:09 AM Linked Event IDs:
(b) (6)
(b) (6)
(b) (6)
(b) (6)
Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, DEN Denver, CO, USA - Denver International, Airline: Subject Category: Claim Form Requests - Missing items from Checked Baggage - Claim Form Requests - Missing items from Checked Baggage Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 51226303 Contact Type: Contact Date: 2009-07-14 11:01:39 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2009-07-13 02:30:00 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Items (Boots; Life Vest) missing from checked bag@ OKC No NOI inside the luggage. Body: Agent Notes: Offered Lost and Found information to caller and web address given to download claim form. Offered Lost and Found information to caller and web address given to download claim form. Follow Up: To TSOC Date: From TSOC Date: Last Updated By: 7/14/2009 11:07:51 AM, Last Update Date: Opening Agent: Opened Date: 7/14/2009 11:01:39 AM Linked Event IDs:
(b) (6)
(b) (6)
Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, ATL Atlanta, GA, USA - Hartsfield International, MCO Orlando, FL, USA - Orlando International Airport, Airline: Northwest Airlines -¬Northwest Airlines -¬, Subject Category: Claim Form Requests - Missing items from Checked Baggage - Claim Form Requests - Missing items from Checked Baggage Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 51232402 Contact Type: Contact Date: 2009-07-17 14:15:57 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2009-07-13 13:00:00 Contact Prefix: (b) (6) Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Caller wanted to report that items were not re-packed properly in checked luggage after screening at (OKC). , Body: Agent Notes: Advised caller we would note issue and a message will be sent to the CSM at OKC. Advised caller we would note issue and a message will be sent to the CSM at OKC. There was a NOI. Follow Up: (b) (6) wanted to report that items were not re-packed properly in checked luggage after screening at OKC. She explained that her items were thrown back into the luggage. She stated her clothes are wrinkled and her items were just left in a mess and she would like a call back from the CSM at OKC. To TSOC Date: From TSOC Date: Last Updated By: (b) (6) 7/17/2009 2:25:56 PM, 7/17/2009 2:26:02 PM, Last Update Date: Opening Agent: Opened Date: 7/17/2009 2:15:57 PM Linked Event IDs:
(b) (6)
Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, DFW Dallas/Ft Worth, TX, USA - Dallas Ft Worth International, OMA Omaha, NE, USA - Eppley Airfield, Airline: American Airlines -¬American Airlines -¬, Subject Category: Mishandling of Passengers Property - Disarrayed Carry-on/Checked Baggage - Mishandling of Passengers Property Disarrayed Carry-on/Checked Baggage Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 51235618 Contact Type: Contact Date: 2009-07-20 13:54:00 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2009-07-19 04:40:00 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: A cellphone, toothbrush and toothpaste as well as a pajama set, are missing from her checked bag@ OKC. Body: Agent Notes: Provided Lost and Found information to caller, SF-95 claims formed faxed on (07/21/2009) Provided Lost and Found information to caller, SF-95 claims formed faxed on (07/21/2009) stated that there was a NOI found within her luggage, stated that she is missing her blackberry cellphone, a toothbrush and toothpaste, also a pajama set are missing from her luggage, Caller requested a claim form be faxed. Faxed claim form to caller, ., Follow Up: To TSOC Date: From TSOC Date: Last Updated By: 7/20/2009 1:54:00 PM (b) (6) 7/20/2009 2:06:39 PM, Last Update Date: Opening Agent: Opened Date: 7/20/2009 1:54:00 PM Linked Event IDs:
(b) (6)
(b) (6)
Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, DCA Washington, DC, USA - Ronald Reagan National Airport, ORD Chicago, IL, USA - O'hare International Airport, Airline: United Airlines -¬United Airlines -¬, Subject Category: Claim Form Requests - Missing items from Checked Baggage - Claim Form Requests - Missing items from Checked Baggage Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 51240798 Contact Type: Contact Date: 2009-07-23 13:08:19 Medium: EMAIL Contact Status: CLOSED Incident Date: Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name:(b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: (b) (6) Subject: ISSUE, TSA Contact Us: Complaints Body: THIS GENERATED EMAIL HAS BEEN SENT FROM TSA INTERNET CONTACT US -----------------------------------------------------------------------------------------------------------Remote Client IP: (b) (6) Date Time: 7/21/2009 1:49:57 PM ------------------------------------------------------------------------------------------------------------
Name: (b) (6) Email: (b) (6) Complaints:My Complaint is Not Listed Here Flight Info (If applicable. Enter Flight#/Airline/Terminal/Airport/Gate/Etc): Comments:I applied for the TSA job in Okla City. i contacted your help desk to schedule a CBT Ref#1-26624694 and was told that I would be contacted. I have not, I just found out that the job has been closed. I want an explaination Agent Notes: Forward Airline Forward Airline, Changed forward airline response to forward recruitment line and included contact number in response. Follow Up: To TSOC Date: From TSOC Date: Last Updated By: 7/23/2009 1:08:19 PM, (b) (6) 7/23/2009 1:10:49 PM, Last Update Date: Opening Agent: Opened Date: 7/21/2009 7:36:27 PM Linked Event IDs:
(b) (6)
Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, Airline: Subject Category: Prospective Employees- Employment with TSA - Prospective Employees- Employment with TSA Interaction Type: COMPLAINT Response Email: From: Prior Vendor To: (b) (6) Subject: Re: TSA Contact Us: Complaints <<#340093-463886#>> Body: <html><head><style type="text/css">p {margin-bottom: 0; margin-top: 0;}</style></head><body bgcolor="#ffffff" style="background: #ffffff"> <font size="2"><div style="width:100%;word-wrap:break-word;font-family: Arial;color: #000000;"><P><FONT face=" Helvetica,Arial, sans-
serif" size=3>Thank you for your message. </FONT></P> <P><FONT size=3> </FONT> </P> <P><FONT face=" Helvetica,Arial, sans-serif" size=3>TSA encourages you to contact the TSA Recruitment Line at 1-877-8727990 for further assistance. </FONT></P> <P><FONT size=3> </FONT> </P> <P><FONT face=" Helvetica,Arial, sans-serif" size=3>We hope that this information is helpful and apologize for any inconvenience this has caused.</FONT> </P> <P><FONT size=3> </FONT> </P> <P><FONT face=" Helvetica,Arial, sans-serif" size=3>Please visit our website at </FONT><FONT face=" Helvetica,Arial, sans-serif" size=3><A title=blocked::http://www.tsa.gov/ href="http://www.tsa.gov/" shape=rect>www.tsa.gov</A></FONT><FONT face=" Helvetica,Arial, sans-serif" size=3> for additional information about TSA. We continue to add new information and encourage you to check the website frequently for updated information.</FONT> </P> <P><FONT size=3> </FONT> </P> <P><FONT face=" Helvetica,Arial, sans-serif" size=3>TSA Contact Center</FONT> </P> <P><FONT face=" Helvetica, sans-serif,Arial"><BR clear=none></FONT> </P></div> </font><br /> <br><br><div>--- Original Message ---<BR>From: < (b) (6) ><BR>Received: 7/21/09 7:36:27 PM EDT<BR>To: "TSA Contact Center" <[email protected]><BR>Subject: TSA Contact Us: Complaints<BR><BR>THIS GENERATED EMAIL HAS BEEN SENT FROM TSA INTERNET CONTACT US<BR>-----------------------------------------------------------------------------------------------------------<BR>Remote Client IP: (b) (6) <BR>Date Time: 7/21/2009 1:49:57 PM<BR>-----------------------------------------------------------------------------------------------------------<BR><BR> <TABLE style="FONT-SIZE: 12px; WIDTH: 750px" cellSpacing=1 cellPadding=3 border=2> <TBODY> <TR> <TD style="FONT-WEIGHT: bold; WIDTH: 200px">Name:</TD> <TD (b) (6) </TD></TR> <TR> <TD style="FONT-WEIGHT: bold; WIDTH: 200px">Email:</TD> <TD (b) (6) TD></TR> <TR> <TD style="FONT-WEIGHT: bold; WIDTH: 200px">Complaints:</TD> <TD>My Complaint is Not Listed Here</TD></TR> <TR> <TD style="FONT-WEIGHT: bold; WIDTH: 200px">Flight Info (If applicable. Enter Flight#/Airline/Terminal/Airport/Gate/Etc):</TD> <TD> </TD></TR> <TR> <TD style="FONT-WEIGHT: bold; WIDTH: 200px">Comments:</TD> <TD>I applied for the TSA job in Okla City. i contacted your help desk to schedule a CBT Ref#1-26624694 and was told that I would be contacted. I have not, I just found out that the job has been closed. I want an explaination.</TD></TR></TBODY></TABLE></div> <BR><BR>------ TCC Control Number: ------<BR><<#340093-463886#>></body></html> END RECORD
CONTACT RECORD
EID: 51241151 Contact Type: Contact Date: 2009-07-23 15:42:06 Medium: EMAIL Contact Status: CLOSED Incident Date: Contact Prefix: Contact First Name: Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: (b) (6) Subject: ISSUE, ISSUE, TSA Contact Us: Complaints Body: THIS GENERATED EMAIL HAS BEEN SENT FROM TSA INTERNET CONTACT US -----------------------------------------------------------------------------------------------------------Remote Client IP: (b) (6) Date Time: 7/21/2009 4:50:34 PM ------------------------------------------------------------------------------------------------------------
(b) (6)
Name: Email: Complaints:Damaged or Missing items in Checked or Carry-on Baggage Flight Info (If applicable. Enter Flight#/Airline/Terminal/Airport/Gate/Etc):continental flight 1520 starting from OKC6:30 AM through Bush International to Cozumel flight 1520 July 9,2009,Leaving Cozumel July18th and Departing Houston 920p Gate C-37 arriving OKc1040p flight 1704y Comments:on Continental flight 1520 leaving OKC on the morning of July 9, My prescription meds had been opened up and my bottle of viagra was gone. On our return trip July 18 I had a mp3 wall plug in charger (no batteries) taken and a bottle of expense tequil that cost about $100.oo had been unsealed and quite a bite taken out. These people are dangerous to us if they are stealing meds and licqure on the job. There where 4 of us traveling together and two bottles of tequila (wraped in bubble wrap) where broken at Houston, that bag was the second bag to be put on the caracel and when I picked it up the tequla was running out of it at that time. No one with Continental cared. Just gave me a we care #. The airline changed their rules twice just for us. Their web page pryor to our flight was that out scuba bags when free up to 70 lbs. At 4:30 am in OKC that changed we where told that they had not updated their web page and my heavy scuba only bag was 57lbs and our total charge for our 4 scuba bags was over 200.00 and we had to pay right there with a Credit Card. In Cozumel with all that we had bought they said our scuba bags could weight up to 70lbs and we still got charged and extra 102.00. We still had the same # of bags only heavier in leaving Coz. We took our carry on's one check in a piece and one scuba bag each. The one pass membership didn't make a bite of differance to them in OKC although there where two signs there that said we could check in two 70lb bags a piece at no extra charge Agent Notes: Consumer Complaint BCC/CSM Response Consumer Complaint BCC/CSM Response, MISSING TSA LOCKS RESPONSE, Merged 2 or more different responses to address the consumer's concerns. Deleted all paragraphs and sentences that would not assist in answering the consumer's concerns. BCC OKC SHM/CSQIM BCC IAH Security Manager, CSM, ICMS Coordinator (b) (6) Follow Up: To TSOC Date: From TSOC Date: Last Updated By: 7/23/2009 3:42:06 PM (b) (6) 7/23/2009 3:51:15 PM, Last Update Date: Opening Agent: Opened Date: 7/21/2009 7:38:45 PM Linked Event IDs:
(b) (6)
(b) (6)
(b) (6)
(b) (6)
Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, IAH Houston, TX, USA - Houston Intercontinental, CZM Cozumel, Quintana Roo, Mexico - Aeropuerto Intl De Cozumel, Airline: Continental Airlines (present) -¬Continental Airlines (present) -¬, Subject Category: Claim Form Requests - Missing items from Checked Baggage - Claim Form Requests - Missing items from Checked Baggage Interaction Type: COMPLAINT Response Email: From: Prior Vendor To: (b) (6) Subject: Re: TSA Contact Us: Complaints <<#355343-464034#>> Body: <html><head><style type="text/css">p {margin-bottom: 0; margin-top: 0;}</style></head><body bgcolor="#ffffff" style="background: #ffffff"> <font size="2"><div style="width:100%;word-wrap:break-word;font-family: Arial;color: #000000;"><P><FONT face=" Helvetica, sansserif,Arial" size=3>Thank you for your email message. We are sorry you were unhappy with your recent travel experience.</FONT> </P> <P><FONT size=3> </FONT> </P> <P><FONT face=" Helvetica, sans-serif,Arial" size=3>Because your complaint is regarding screening at OKC & IAH, we have forwarded a copy of your email to the Customer Service Manager at that airport. The Customer Service Manager is responsible for ensuring that the screener workforce adheres to TSA principles for professional processing.</FONT> </P> <P><FONT size=3> </FONT> </P> <P><FONT face=" Helvetica, sans-serif,Arial" size=3>We monitor the number and nature of complaints we receive to track trends and spot areas of concern that may require special attention. This ongoing process will enable us to ensure prompt, corrective action whenever we determine that security-screening policies need modification or specific employees or screener teams are the subjects of repeated complaints.</FONT> </P> <P> </P> <P><FONT face=Arial,sans-serif color=black size=3><SPAN>In addition, you<B> </B></SPAN><SPAN>may wish to file a claim for compensation by completing the attached Standard Form 95 (claim form).</SPAN><SPAN> </SPAN><SPAN>Claim forms are available on our website at </SPAN></FONT><FONT face=Arial,sans-serif color=#0000ff size=3><SPAN><U>www.tsa.gov.</U></SPAN></FONT><FONT face=Arial,sans-serif size=3><SPAN> </SPAN></FONT><FONT face=Arial,sans-serif color=black size=3><SPAN>If you decide to file a claim, it will be processed in accordance with the Federal Tort Claims Act. </SPAN></FONT></P> <P><FONT size=3> </FONT> </P> <P><FONT face=" Helvetica, sans-serif,Arial" size=3>Again, the TSA offers sincere apologies and encourage you to check the latest information at </FONT><FONT face=" Helvetica, sans-serif,Arial" size=3><A href="http://www.tsa.gov/" shape=rect>www.tsa.gov</A></FONT><FONT face=" Helvetica, sans-serif,Arial" size=3>.</FONT> </P> <P><FONT size=3> </FONT> </P> <P><FONT face=" Helvetica, sans-serif,Arial" size=3>TSA Contact Center</FONT><FONT face=" Helvetica, sans-serif,Arial" size=3><BR clear=none></FONT></P></div> </font><br /> <br><br><div>--- Original Message ---<BR>From: < (b) (6) ><BR>Received: 7/21/09 7:38:45 PM EDT<BR>To: "TSA Contact Center" <[email protected]><BR>Subject: TSA Contact Us: Complaints<BR><BR>THIS GENERATED EMAIL HAS BEEN SENT FROM TSA INTERNET CONTACT US<BR>-----------------------------------------------------------------------------------------------------------<BR>Remote Client IP: (b) (6) <BR>Date Time: 7/21/2009 4:50:34 PM<BR>-----------------------------------------------------------------------------------------------------------<BR><BR> <TABLE style="FONT-SIZE: 12px; WIDTH: 750px" cellSpacing=1 cellPadding=3 border=2> <TBODY> <TR> <TD style="FONT-WEIGHT: bold; WIDTH: 200px">Name:</TD> <TD (b) (6) /TD></TR> <TR> <TD style="FONT-WEIGHT: bold; WIDTH: 200px">Email:</TD> <TD (b) (6) /TD></TR> <TR> <TD style="FONT-WEIGHT: bold; WIDTH: 200px">Complaints:</TD> <TD>Damaged or Missing items in Checked or Carry-on Baggage</TD></TR> <TR> <TD style="FONT-WEIGHT: bold; WIDTH: 200px">Flight Info (If applicable. Enter Flight#/Airline/Terminal/Airport/Gate/Etc):</TD> <TD>continental flight 1520 starting from OKC6:30 AM through Bush International to Cozumel flight 1520 July 9,2009,Leaving Cozumel July18th and Departing Houston 920p<BR>Gate C-37 arriving OKc1040p flight 1704y</TD></TR> <TR> <TD style="FONT-WEIGHT: bold; WIDTH: 200px">Comments:</TD> <TD>on Continental flight 1520 leaving OKC on the morning of July 9, My prescription meds had been opened up and my bottle of viagra
was gone. On our return trip July 18 I had a mp3 wall plug in charger (no batteries) taken and a bottle of expense tequil that cost about $100.oo had been unsealed and quite a bite taken out. <BR>These people are dangerous to us if they are stealing meds and licqure on the job. There where 4 of us traveling together and two bottles of tequila (wraped in bubble wrap) where broken at Houston, that bag was the second bag to be put on the caracel and when I picked it up the tequla was running out of it at that time. No one with Continental cared. Just gave me a we care #. The airline changed their rules twice just for us. Their web page pryor to our flight was that out scuba bags when free up to 70 lbs. At 4:30 am in OKC that changed we where told that they had not updated their web page and my heavy scuba only bag was 57lbs and our total charge for our 4 scuba bags was over 200.00 and we had to pay right there with a Credit Card. In Cozumel with all that we had bought they said our scuba bags could weight up to 70lbs and we still got charged and extra 102.00. We still had the same # of bags only heavier in leaving Coz. We took our carry on's one check in a piece and one scuba bag each. The one pass membership didn't make a bite of differance to them in OKC although there where two signs there that said we could check in two 70lb bags a piece at no extra charge</TD></TR></TBODY></TABLE></div> <BR><BR>------ TCC Control Number: ------<BR><<#355343-464034#>></body></html> END RECORD
CONTACT RECORD
EID: 51245162 Contact Type: Contact Date: 2009-07-26 19:41:23 Medium: EMAIL Contact Status: CLOSED Incident Date: Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: (b) (6) Subject: ISSUE, TSA Contact Us: Complaints Body: THIS GENERATED EMAIL HAS BEEN SENT FROM TSA INTERNET CONTACT US -----------------------------------------------------------------------------------------------------------Remote Client IP: (b) (6) Date Time: 7/24/2009 10:23:16 AM ------------------------------------------------------------------------------------------------------------
Name: Email:(b) (6) Complaints:My Complaint is Not Listed Here Flight Info (If applicable. Enter Flight#/Airline/Terminal/Airport/Gate/Etc):Flight #2222 Continental Will Rogers World Airport, Oklahoma City, Oklahoma Gate 10, July 23, 2009 Comments:My bag was recived messed up with gravel and dirt on the clothes like they were put down on the ground. My toiletries bag was gone through touching my personal items and toothbrush! I want to know what you are going to do about this. Thank you for you prompt attention Agent Notes: Claim Request Claim Request, Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) 7/26/2009 7:41:23 PM, (b) (6) 7/26/2009 7:42:13 PM, Last Update Date: Opening Agent: Opened Date: 7/24/2009 6:05:53 PM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, Airline: Subject Category: Claim Form Requests-Checked Bag - Claim Form Requests-Checked Bag Interaction Type: COMPLAINT Response Email: From: Prior Vendor To: (b) (6) Subject: Re: TSA Contact Us: Complaints <<#356568-465440#>> Body: <html><head><style type="text/css">p {margin-bottom: 0; margin-top: 0;}</style></head><body bgcolor="#ffffff" style="background: #ffffff">
(b) (6)
<font size="2"><div style="width:100%;word-wrap:break-word;font-family: Arial;color: #000000;"><P>Thank you for your e-mail message. </P> <P> </P> <P>The Transportation Security Administration (TSA) is responsible for reviewing all claims relating to the screening of passengers and their baggage. To protect your rights under federal law and to file a valid claim, you must send your claim in writing to TSA, stating the circumstances of the loss and the exact amount you are claiming (fair market value of lost or destroyed property, reasonable cost of repair for damaged property), within 2 years after your claim accrued. The claim must be signed by you or your authorized representative (e.g., an attorney or other personal representative with appropriate proof of authority). <BR clear=none> <BR clear=none>To file a claim, fill out the attached Standard Form 95 (claim form) in accordance with the instructions, and return it to the address in box #1. Please be sure to follow the instructions carefully, and to fill out the claim form completely. While use of the form is not mandatory, it will help you ensure that you meet the legal requirements for filing a claim. If you decide to file a claim, it will be processed in accordance with the Federal Tort Claims Act.<BR clear=none> <BR clear=none>Once the Claims Management Branch has received your claim form, you will be sent a letter of acknowledgement and a claim number. You should keep the claim number for future reference when inquiring about your claim. TSA will try to resolve your claim as quickly as possible, but it may need time to make a further investigation of the facts. If TSA denies your claim, or has not finally resolved it within 6 months after you have filed it, you may have a right to bring your claim to court. <BR clear=none> <BR clear=none>You can also access claim forms online at the TSAGÇÖs Claims Management BranchGÇÖs website at <A href="http://www.tsa.gov/travelers/customer/claims/index.shtm" shape=rect>www.tsa.gov/travelers/customer/claims/index.shtm</A>. This website also has information related to filing a claim, checking the status of a claim, and other claim-related issues. You can also access this website by clicking on the Claims Management Branch link in the GÇ£Resource CenterGÇ¥ on TSAGÇÖs homepage at <A href="http://www.tsa.gov/" shape=rect>www.tsa.gov</A>. For additional questions related to the claims process, please contact the Claims Management Branch at <A href="mailto:[email protected]" shape=rect>[email protected]</A>. <BR clear=none> <BR clear=none>TSA Contact Center<BR clear=none></P></div> </font><br /> <br><br><div>--- Original Message ---<BR>From: < (b) (6) ><BR>Received: 7/24/09 6:05:52 PM EDT<BR>To: "TSA Contact Center" <[email protected]><BR>Subject: TSA Contact Us: Complaints<BR><BR>THIS GENERATED EMAIL HAS BEEN SENT FROM TSA INTERNET CONTACT US<BR>-----------------------------------------------------------------------------------------------------------<BR>Remote Client IP: (b) (6) <BR>Date Time: 7/24/2009 10:23:16 AM<BR>-----------------------------------------------------------------------------------------------------------<BR><BR> <TABLE style="FONT-SIZE: 12px; WIDTH: 750px" cellSpacing=1 cellPadding=3 border=2> <TBODY> <TR> <TD style="FONT-WEIGHT: bold; WIDTH: 200px">Name:</TD> <TD /TD></TR> <TR> <TD style="FONT-WEIGHT: bold; WIDTH: 200px">Email:</TD> <TD /TD></TR> <TR> <TD style="FONT-WEIGHT: bold; WIDTH: 200px">Complaints:</TD> <TD>My Complaint is Not Listed Here</TD></TR> <TR> <TD style="FONT-WEIGHT: bold; WIDTH: 200px">Flight Info (If applicable. Enter Flight#/Airline/Terminal/Airport/Gate/Etc):</TD> <TD>Flight #2222 Continental Will Rogers World Airport, Oklahoma City, Oklahoma Gate 10, July 23, 2009</TD></TR> <TR> <TD style="FONT-WEIGHT: bold; WIDTH: 200px">Comments:</TD> <TD>My bag was recived messed up with gravel and dirt on the clothes like they were put down on the ground. My toiletries bag was gone through touching my personal items and toothbrush! I want to know what you are going to do about this. <BR>Thank you for you prompt attention.</TD></TR></TBODY></TABLE></div> <BR><BR>------ TCC Control Number: ------<BR><<#356568-465440#>></body></html> END RECORD
(b) (6)
(b) (6)
CONTACT RECORD
EID: 51245507 Contact Type: Contact Date: 2009-07-27 10:33:41 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2009-07-23 09:30:00 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Caller wants to report that their TSA accepted lock is missing after traveling through (PIA). Body: Agent Notes: Walked caller thru website. Walked caller thru website. NOI inside bag. Follow Up: To TSOC Date: From TSOC Date: Last Updated By: 7/27/2009 10:37:23 AM, Last Update Date: Opening Agent: Opened Date: 7/27/2009 10:33:41 AM Linked Event IDs:
(b) (6)
(b) (6)
Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, PIA Peoria, IL, USA - Greater Peoria Airport, ORD Chicago, IL, USA - O'hare International Airport, Airline: American Airlines -¬American Airlines -¬, Subject Category: TSA Accepted Locks - Missing or Damaged - TSA Accepted Locks - Missing or Damaged Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 51257569 Contact Type: Contact Date: 2009-08-04 09:55:37 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2009-08-04 09:55:00 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Caller says that his TSA lock was missing from his checked bag and his goggles were missing from his checked bag. Body: Agent Notes: Provided Lost and Found information to caller and SF-95 form on the TSA.gov website. Provided Lost and Found information to caller and SF-95 form on the TSA.gov website. Notice of inspection was left. Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) 8/4/2009 10:03:17 AM,(b) (6) 10/27/2009 10:08:44 AM, Last Update Date: Opening Agent: Opened Date: 8/4/2009 9:55:37 AM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, DCA Washington, DC, USA - Ronald Reagan National Airport, Airline: American Airlines -¬American Airlines -¬, Subject Category: Claim Form Requests - Missing items from Checked Baggage - Claim Form Requests - Missing items from Checked Baggage Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 51276236 Contact Type: Contact Date: 2009-08-16 14:27:15 Medium: EMAIL Contact Status: CLOSED Incident Date: Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: (b) (6) Subject: ISSUE, TSA Contact Us: Complaints Body: THIS GENERATED EMAIL HAS BEEN SENT FROM http://www.tsa.gov/contact/index.shtm -----------------------------------------------------------------------------------------------------------Remote Client IP: (b) (6) Date Time: 8/14/2009 8:07:16 AM ------------------------------------------------------------------------------------------------------------
Name: (b) (6) Email: (b) (6) Complaints:Damaged or Missing items in Checked or Carry-on Baggage Flight Info (If applicable. Enter Flight#/Airline/Terminal/Airport/Gate/Etc):Delta flight # 6259 from tulsa Oklahoma to Philadelphia conecting in Cincinaty on 8-13-09 Comments:I fly at least twice a week and I know all checked bags must be UNLOCKED my tool box had the latch broken (no locks) and a gap of about two inches the airline claims TSA broke it and put shrink wrap to keep it half closed i lost several small tools plus the damage to my tool box Agent Notes: General Complaint w/Claim Response General Complaint w/Claim Response, Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) 8/16/2009 2:27:15 PM,(b) (6) 8/16/2009 2:29:10 PM, Last Update Date: Opening Agent: Opened Date: 8/14/2009 1:32:49 PM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, PHL Philadelphia, PA, USA - Philadelphia International Airport, Airline: Delta Air Lines -¬Delta Air Lines -¬, Subject Category: Mishandling of Passengers Property - Disarrayed Carry-on/Checked Baggage - Mishandling of Passengers Property Disarrayed Carry-on/Checked Baggage Interaction Type: COMPLAINT Response Email: From: Prior Vendor To: (b) (6) Subject: Re: TSA Contact Us: Complaints <<#365311-475346#>> Body: <html><head><style type="text/css">p {margin-bottom: 0; margin-top: 0;}</style></head><body bgcolor="#ffffff" style="background:
#ffffff"> <font size="2"><div style="width:100%;word-wrap:break-word;font-family: Arial;color: #000000;"><P>Thank you for your e-mail concerning your travel experience. <BR clear=none> <BR clear=none>Enhanced security measures require that all checked baggage undergo some form of screening for prohibited items. Physical search of the luggage is required to clear every alarm. Transportation Security Administration (TSA) screeners should exercise great care during the screening process to ensure that passengers' belongings are returned and not damaged when a bag needs to be opened. We regret if these high standards were not met.<BR clear=none> <BR clear=none>We monitor the number and nature of complaints we receive to track trends and spot areas of concern that may require special attention. This ongoing process will enable us to ensure prompt, corrective action whenever we determine that security screening policies need modification or specific employees or screener teams are the subject of repeated complaints.<BR clear=none> <BR clear=none>TSA is responsible for reviewing all claims relating to the screening of passengers and their baggage. To protect your rights under federal law and to file a valid claim, you must send your claim in writing to TSA, stating the circumstances of the loss and the exact amount you are claiming (fair market value of lost or destroyed property, reasonable cost of repair for damaged property), within 2 years after your claim accrued. The claim must be signed by you or your authorized representative (e.g., an attorney or other personal representative with appropriate proof of authority). <BR clear=none> <BR clear=none>To file a claim, fill out the attached Standard Form 95 (claim form) in accordance with the instructions, and return it to the address in box #1. Please be sure to follow the instructions carefully, and to fill out the claim form completely. While use of the form is not mandatory, it will help you ensure that you meet the legal requirements for filing a claim. If you decide to file a claim, it will be processed in accordance with the Federal Tort Claims Act.<BR clear=none> <BR clear=none>Once the Claims Management Office has received your claim form, you will be sent a letter of acknowledgement and a claim number. You should keep the claim number for future reference when inquiring about your claim. TSA will try to resolve your claim as quickly as possible, but it may need time to make a further investigation of the facts. If TSA denies your claim, or has not finally resolved it within 6 months after you have filed it, you may have a right to bring your claim to court. <BR clear=none> <BR clear=none>You can also access claim forms online at the TSAGÇÖs Claims Management OfficeGÇÖs website at <A href="http://www.tsa.gov/travelers/customer/claims/index.shtm" shape=rect>www.tsa.gov/travelers/customer/claims/index.shtm</A>. This website also has information related to filing a claim, checking the status of a claim, and other claim-related issues. You can also access this website by clicking on the Claims Management Office link in the GÇ£Resource CenterGÇ¥ on TSAGÇÖs homepage at <A href="http://www.tsa.gov/" shape=rect>www.tsa.gov</A>. If you have additional questions related to the claims process, please contact the Claims Management Office at <A href="mailto:[email protected]" shape=rect>[email protected]</A>. </P> <P> </P> <P>TSA Contact Center<BR clear=none></P></div> </font><br /> <br><br><div>--- Original Message ---<BR>From: <(b) (6) ><BR>Received: 8/14/09 1:32:46 PM EDT<BR>To: "TSA Contact Center" <[email protected]><BR>Subject: TSA Contact Us: Complaints<BR><BR>THIS GENERATED EMAIL HAS BEEN SENT FROM http://www.tsa.gov/contact/index.shtm<BR>-----------------------------------------------------------------------------------------------------------<BR>Remote Client IP: (b) (6) <BR>Date Time: 8/14/2009 8:07:16 AM<BR>-----------------------------------------------------------------------------------------------------------<BR><BR> <TABLE style="WIDTH: 750px" cellSpacing=1 cellPadding=3 border=2> <TBODY> <TR> <TD style="FONT-WEIGHT: bold; VERTICAL-ALIGN: top; WIDTH: 200px; TEXT-ALIGN: right">Name:</TD> <TD>(b) (6) TD></TR> <TR> <TD style="FONT-WEIGHT: bold; VERTICAL-ALIGN: top; WIDTH: 200px; TEXT-ALIGN: right">Email:</TD> <TD(b) (6) </TD></TR> <TR> <TD style="FONT-WEIGHT: bold; VERTICAL-ALIGN: top; WIDTH: 200px; TEXT-ALIGN: right">Complaints:</TD> <TD>Damaged or Missing items in Checked or Carry-on Baggage</TD></TR> <TR> <TD style="FONT-WEIGHT: bold; VERTICAL-ALIGN: top; WIDTH: 200px; TEXT-ALIGN: right">Flight Info (If applicable. Enter Flight#/Airline/Terminal/Airport/Gate/Etc):</TD> <TD>Delta flight # 6259 from tulsa Oklahoma to Philadelphia conecting in Cincinaty on 8-13-09</TD></TR> <TR> <TD style="FONT-WEIGHT: bold; VERTICAL-ALIGN: top; WIDTH: 200px; TEXT-ALIGN: right">Comments:</TD> <TD>I fly at least twice a week and I know all checked bags must be UNLOCKED my tool box had the latch broken (no locks) and a gap of about two inches the airline claims TSA broke it and put shrink wrap to keep it half closed i lost several small tools plus the damage to my tool box.</TD></TR></TBODY></TABLE></div> <BR><BR>------ TCC Control Number: ------<BR><<#365311-475346#>></body></html> END RECORD
CONTACT RECORD
EID: 51277462 Contact Type: Contact Date: 2009-08-17 14:55:37 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2009-08-16 18:20:00 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Items (baby clothes) missing from checked bag@ SDF. Baby food and jars were broken. Body: Agent Notes: Provided Lost and Found information to caller and walked caller thru website. Provided Lost and Found information to caller and walked caller thru website. NOI inside bag. Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) 8/17/2009 3:03:07 PM, Last Update Date: Opening Agent: Opened Date: 8/17/2009 2:55:37 PM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, SDF Louisville, KY, USA - Standiford Field, Airline: American Airlines -¬American Airlines -¬, Subject Category: Claim Form Requests - Missing items from Checked Baggage - Claim Form Requests - Missing items from Checked Baggage Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 51280390 Contact Type: Contact Date: Medium: EMAIL Contact Status: CLOSED Incident Date: 2009-08-09 10:22:00 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: (b) (6) Subject: ISSUE, TSA Contact Us: Security Issues Body: THIS GENERATED EMAIL HAS BEEN SENT FROM http://www.tsa.gov/contact/index.shtm -----------------------------------------------------------------------------------------------------------Remote Client IP: (b) (6) Date Time: 8/17/2009 4:17:29 PM ------------------------------------------------------------------------------------------------------------
Security IssuesAll Other Security Issues Name: (b) (6) Email: (b) (6) Message:The weekend of 8/9 while trying to board a flight out of OKCity to MEM I presented my FEMA ID which matched my name on the ticket. TSA employee made me produce additional ID that had my address on it. From what I've been told our name on Gov. issued ID needs to match our ticket, period. Is someone over zealous or have the regulations changed? Agent Notes: ID GÇô VALID ID NOT ACCEPTED ID GÇô VALID ID NOT ACCEPTED, BCC'd OKC SHM/CSQIM (b) (6)
(b) (6)
Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Opening Agent: Opened Date: 8/17/2009 7:55:53 PM Linked Event IDs:
8/19/2009 10:28:01 AM,
Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, MEM Memphis, TN, USA - Memphis International Airport, Airline: Subject Category: ID Requirements - ID Requirements Interaction Type: COMPLAINT Response Email: From: Prior Vendor To: (b) (6) Subject: Re: TSA Contact Us: Security Issues <<#366552-476761#>> Body: <html><head><style type="text/css">p {margin-bottom: 0; margin-top: 0;}</style></head><body bgcolor="#ffffff" style="background: #ffffff"> <font size="2"><div style="width:100%;word-wrap:break-word;font-family: Arial;color: #000000;"><P><FONT face=" Helvetica, sans-
serif,Arial">Thank you for e-mail, regarding identification (ID) requirements at the security screening checkpoint. Specifically, you felt that the ID you presented should have been accepted.</FONT> </P> <P> <BR clear=none><FONT face=" Helvetica, sans-serif,Arial">We regret you found your screening experiences unsatisfactory. The Transportation Security Administration (TSA) seeks to provide the highest level of security and customer service to all who pass through our screening checkpoints. Every person and item must be screened before entering each secured area, and the manner in which the screening is conducted is important. Our current policies and procedures focus on ensuring that all passengers, regardless of their personal situations and needs, are treated with dignity, respect, and courtesy.</FONT> </P> <P> </P> <P><FONT face=" Helvetica, sans-serif,Arial">We are unable to determine why the Transportation Security Officer (TSO) did not accept the ID your presented at the screening checkpoint. If the ID you presented is from the list below, it is a valid form of identification and it should have been accepted without an additional ID requirement. We regret any inconvenience this caused. </FONT></P> <P> </P> <P><FONT face=" Helvetica, sans-serif,Arial">The following forms of ID are fully acceptable and must contain name, date of birth, gender, expiration date, and a tamper-resistant feature: </FONT> </P> <UL> <LI><FONT face=" Helvetica, sans-serif,Arial">State-issued driverGÇÖs license </FONT></LI> <LI><FONT face=" Helvetica, sans-serif,Arial">U.S. passport </FONT></LI> <LI><FONT face=" Helvetica, sans-serif,Arial">U.S. passport card </FONT></LI> <LI><FONT face=" Helvetica, sans-serif,Arial">U.S. Department of Homeland Security (DHS) GÇ£Trusted TravelerGÇ¥ cards (NEXUS, SENTRI, FAST) </FONT></LI> <LI><FONT face=" Helvetica, sans-serif,Arial">U.S. Military ID (Active and Retired)</FONT> </LI> <LI><FONT face=" Helvetica, sans-serif,Arial">Permanent Resident Card </FONT></LI> <LI><FONT face=" Helvetica, sans-serif,Arial">Border Crossing Card </FONT></LI> <LI><FONT face=" Helvetica, sans-serif,Arial">DHS-designated enhanced driverGÇÖs license </FONT></LI> <LI><FONT face=" Helvetica, sans-serif,Arial">A Native American Tribal Photo ID </FONT></LI> <LI><FONT face=" Helvetica, sans-serif,Arial">An airline or airport-issued ID (if issued under a TSA-approved security plan) </FONT></LI> <LI><FONT face=" Helvetica, sans-serif,Arial">A Registered Traveler Card (that contains the following: Name; Date of Birth; Gender; Expiration date; and a Tamper-resistant feature)</FONT> </LI> <LI><FONT face=" Helvetica, sans-serif,Arial">A Transportation Workers Identification Credential (TWIC) </FONT></LI> <LI><FONT face=" Helvetica, sans-serif,Arial">Photo ID issued by DMV or equivalent State or U.S. Territory Government Office for the sole purpose of identification.</FONT> </LI> <LI><FONT face=" Helvetica, sans-serif,Arial">A foreign government-issued passport, Canadian provincial driverGÇÖs license, or Indian and Northern Affairs Canada (INAC) card are also acceptable forms of photo ID.</FONT> </LI></UL> <P><FONT face=" Helvetica, sans-serif,Arial">Furthermore, we have forwarded a copy of your email to the Customer Service Manager at that airport for review. The Customer Service Manager is responsible for ensuring that the TSO workforce adheres to TSA principles for professional and courteous customer service.</FONT> </P> <P> </P> <P> </P> <P><FONT face=" Helvetica, sans-serif,Arial">TSA Contact Center</FONT> </P> <P> </P></div> </font><br /> <br><br><div>--- Original Message ---<BR>From: (b) (6) <(b) (6) ><BR>Received: 8/17/09 7:55:53 PM EDT<BR>To: "TSA Contact Center" <[email protected]><BR>Subject: TSA Contact Us: Security Issues<BR><BR>THIS GENERATED EMAIL HAS BEEN SENT FROM http://www.tsa.gov/contact/index.shtm<BR>-----------------------------------------------------------------------------------------------------------<BR>Remote Client IP: (b) (6) <BR>Date Time: 8/17/2009 4:17:29 PM<BR>-----------------------------------------------------------------------------------------------------------<BR><BR> <TABLE style="WIDTH: 750px" cellSpacing=1 cellPadding=3 border=2> <TBODY> <TR> <TD style="FONT-WEIGHT: bold; VERTICAL-ALIGN: top; WIDTH: 200px; TEXT-ALIGN: right">Security Issues</TD> <TD>All Other Security Issues</TD></TR> <TR> <TD style="FONT-WEIGHT: bold; VERTICAL-ALIGN: top; WIDTH: 200px; TEXT-ALIGN: right">Name:</TD> <TD>(b) (6) </TD></TR> <TR> <TD style="FONT-WEIGHT: bold; VERTICAL-ALIGN: top; WIDTH: 200px; TEXT-ALIGN: right">Email:</TD> <TD>(b) (6) </TD></TR> <TR> <TD style="FONT-WEIGHT: bold; VERTICAL-ALIGN: top; WIDTH: 200px; TEXT-ALIGN: right">Message:</TD> <TD>The weekend of 8/9 while trying to board a flight out of OKCity to MEM I presented my FEMA ID which matched my name on the ticket. TSA employee made me produce additional ID that had my address on it. From what I've been told our name on Gov. issued ID needs to match our ticket, period. Is someone over zealous or have the regulations changed?</TD></TR></TBODY></TABLE></div> <BR><BR>------ TCC Control Number: ------<BR><<#366552-476761#>></body></html>
END RECORD
CONTACT RECORD
EID: 51282785 Contact Type: Contact Date: 2009-08-20 15:08:56 Medium: EMAIL Contact Status: CLOSED Incident Date: Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: (b) (6) Subject: ISSUE, RE: TSA Contact Us: Security Issues Body: Dear TSA Contact Representative,
It appears you have circumvented the question. Is a valid DHS-FEMA identification card considered an official identification card for the TSA at airports? "Photo ID issued by DMV or equivalent State or U.S. Territory Government Office for the sole purpose of identification" Surely a Department of Homeland Security - Federal Emergency Agency ID card qualifies!
(b) (6)
From: TSA-ContactCenter [mailto:[email protected]] Sent: Wednesday, August 19, 2009 9:28 AM To: (b) (6) Subject: Re: TSA Contact Us: Security Issues <<#366552-476761#>>
Thank you for e-mail, regarding identification (ID) requirements at the security screening checkpoint. Specifically, you felt that the ID you presented should have been accepted.
We regret you found your screening experiences unsatisfactory. The Transportation Security Administration (TSA) seeks to provide the highest level of security and customer service to all who pass through our screening checkpoints. Every person and item must be screened before entering each secured area, and the manner in which the screening is conducted is important. Our current policies and procedures focus on ensuring that all passengers, regardless of their personal situations and needs, are treated with dignity, respect, and courtesy.
We are unable to determine why the Transportation Security Officer (TSO)
did not accept the ID your presented at the screening checkpoint. If the ID you presented is from the list below, it is a valid form of identification and it should have been accepted without an additional ID requirement. We regret any inconvenience this caused.
The following forms of ID are fully acceptable and must contain name, date of birth, gender, expiration date, and a tamper-resistant feature:
*State-issued driver's license *U.S. passport *U.S. passport card *U.S. Department of Homeland Security (DHS) "Trusted Traveler" cards (NEXUS, SENTRI, FAST) *U.S. Military ID (Active and Retired) *Permanent Resident Card *Border Crossing Card *DHS-designated enhanced driver's license *A Native American Tribal Photo ID *An airline or airport-issued ID (if issued under a TSA-approved security plan) *A Registered Traveler Card (that contains the following: Name; Date of Birth; Gender; Expiration date; and a Tamper-resistant feature) *A Transportation Workers Identification Credential (TWIC) *Photo ID issued by DMV or equivalent State or U.S. Territory Government Office for the sole purpose of identification. *A foreign government-issued passport, Canadian provincial driver's license, or Indian and Northern Affairs Canada (INAC) card are also acceptable forms of photo ID. Furthermore, we have forwarded a copy of your email to the Customer Service Manager at that airport for review. The Customer Service Manager is responsible for ensuring that the TSO workforce adheres to TSA principles for professional and courteous customer service.
TSA Contact Center
--- Original Message --From: (b) (6) Received: 8/17/09 7:55:53 PM EDT To: "TSA Contact Center" <[email protected]> Subject: TSA Contact Us: Security Issues THIS GENERATED EMAIL HAS BEEN SENT FROM http://www.tsa.gov/contact/index.shtm ----------------------------------------------------------------------------------------------------------Remote Client IP: (b) (6) Date Time: 8/17/2009 4:17:29 PM -----------------------------------------------------------------------------------------------------------
Security Issues
All Other Security Issues
Name:
(b) (6)
Email:
(b) (6)
Message: The weekend of 8/9 while trying to board a flight out of OKCity to MEM I presented my FEMA ID which matched my name on the ticket. TSA employee made me produce additional ID that had my address on it. From what I've been told our name on Gov. issued ID needs to match our ticket, period. Is someone over zealous or have the regulations changed?
------ TCC Control Number: -----<<#366552-476761#>> Agent Notes: Forward to CSM Response Forward to CSM Response, Fwd'd the email to the CSM at the OKC airport.
(b) (6)
Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) 8/20/2009 3:08:56 PM,(b) (6) Last Update Date: Opening Agent: Opened Date: 8/19/2009 7:24:20 PM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, Airline: Subject Category: ID Requirements - ID Requirements Interaction Type: COMPLAINT Response Email: From: Prior Vendor To:(b) (6) Subject: Re: RE: TSA Contact Us: Security Issues <<#366552-476761#>> Body: <html><head><style type="text/css">p {margin-bottom: 0; margin-top: 0;}</style></head><body bgcolor="#ffffff" style="background: #ffffff"> <font size="2"><div style="width:100%;word-wrap:break-word;font-family: Arial;color: #000000;"><P><FONT face=" Helvetica, sansserif,Arial" size=2>(b) (6) :</FONT> </P> <P><FONT size=2> </FONT> </P> <P><FONT face=" Helvetica, sans-serif,Arial" size=2>The following email is being forwarded to you for review from the TCC. Please contact the consumer to resolve their issue/s addressed in the original email message below and reply with resolution to the TCC Customer Service representative, who will close the TCC record.</FONT> </P> <P><FONT size=2> </FONT> </P> <P><FONT face=" Helvetica, sans-serif,Arial" size=2>Thank you,</FONT> </P> <P><FONT size=2> </FONT> </P> <P><FONT face=" Helvetica, sans-serif,Arial" size=2>TCC Rep</FONT> </P> <P><FONT face="Arial, Helvetica, sans-serif" size=2>(b) (6) </FONT><FONT face=" Helvetica, sans-serif,Arial"><BR clear=none></FONT></P></div> </font><br /> <br><br><div>--- Original Message ---<BR>From: (b) (6) ><BR>Received: 8/19/09 7:24:21 PM
8/20/2009 3:10:41 PM,
EDT<BR>To: "TSA Contact Center" <[email protected]><BR>Subject: RE: TSA Contact Us: Security Issues<BR><BR> <META content="Microsoft Word 11 (filtered medium)" name=Generator> <STYLE>v\:* {behavior:url(#default#VML);} o\:* {behavior:url(#default#VML);}w\:* {behavior:url(#default#VML);} .shape {behavior:url(#default#VML);}</STYLE> <?xml:namespace prefix = o ns = "urn:schemas-microsoft-com:office:office" /><o:SmartTagType name="country-region" namespaceuri="urn:schemas-microsoft-com:office:smarttags"></o:SmartTagType><o:SmartTagType name="PlaceType" namespaceuri="urn:schemas-microsoft-com:office:smarttags"></o:SmartTagType><o:SmartTagType name="PlaceName" namespaceuri="urn:schemas-microsoft-com:office:smarttags"></o:SmartTagType><o:SmartTagType name="place" namespaceuri="urn:schemas-microsoft-com:office:smarttags"></o:SmartTagType> <STYLE>st1\:*{behavior:url(#default#ieooui) } </STYLE> <STYLE><!-- /* Font Definitions */ @font-face {font-family:Helvetica;panose-1:2 11 6 4 2 2 2 2 2 4;}@font-face {font-family:Wingdings;panose-1:5 0 0 0 0 0 0 0 0 0;}@font-face {font-family:Tahoma;panose-1:2 11 6 4 3 5 4 4 2 4;} /* Style Definitions */ p.MsoNormal, li.MsoNormal, div.MsoNormal{margin:0in;margin-bottom:.0001pt; font-size:12.0pt;font-family:"Times New Roman";}a:link, span.MsoHyperlink {color:blue;text-decoration:underline;}a:visited, span.MsoHyperlinkFollowed {color:purple;text-decoration:underline;}p{margin:0in;margin-bottom:.0001pt; font-size:12.0pt;font-family:"Times New Roman";}span.EmailStyle18 {mso-style-type:personal-reply;font-family:Arial;color:blue; font-weight:normal;font-style:normal;text-decoration:none none;} @page Section1{size:8.5in 11.0in;margin:1.0in 1.25in 1.0in 1.25in;} div.Section1{page:Section1;} /* List Definitions */ @list l0 {mso-list-id:1559779362;mso-list-template-ids:-998472616;}@list l0:level1 {mso-level-number-format:bullet;mso-level-text:\F0B7;mso-level-tab-stop:.5in; mso-level-number-position:left;text-indent:-.25in;mso-ansi-font-size:10.0pt; font-family:Symbol;}ol{margin-bottom:0in;}ul{margin-bottom:0in;}--></STYLE> <DIV class=Section1> <P class=MsoNormal><FONT face=Arial color=blue size=3><SPAN style="FONT-SIZE: 12pt; COLOR: blue; FONT-FAMILY: Arial">Dear TSA Contact Representative,<o:p></o:p></SPAN></FONT></P> <P class=MsoNormal><FONT face=Arial color=blue size=3><SPAN style="FONT-SIZE: 12pt; COLOR: blue; FONT-FAMILY: Arial"><o:p> </o:p></SPAN></FONT></P> <P class=MsoNormal><FONT face=Arial color=blue size=3><SPAN style="FONT-SIZE: 12pt; COLOR: blue; FONT-FAMILY: Arial">It appears you have circumvented the question. Is a valid DHS-FEMA identification card considered an official identification card for the TSA at airports? <o:p></o:p></SPAN></FONT></P> <P class=MsoNormal><B><FONT face=Helvetica color=blue size=3><SPAN style="FONT-WEIGHT: bold; FONT-SIZE: 12pt; COLOR: blue; FONT-FAMILY: Helvetica">GÇ£Photo ID issued by</SPAN></FONT></B><FONT face=Helvetica color=black size=2><SPAN style="FONTSIZE: 10pt; COLOR: black; FONT-FAMILY: Helvetica"> DMV or equivalent </SPAN></FONT><B><FONT face=Helvetica color=blue><SPAN style="FONT-WEIGHT: bold; COLOR: blue; FONT-FAMILY: Helvetica">State or <?xml:namespace prefix = st1 ns = "urn:schemasmicrosoft-com:office:smarttags" /><st1:country-region w:st="on"><st1:place w:st="on">U.S.</st1:place></st1:country-region> Territory Government</SPAN></FONT></B><FONT face=Helvetica color=black size=2><SPAN style="FONT-SIZE: 10pt; COLOR: black; FONTFAMILY: Helvetica"> </SPAN></FONT><B><FONT face=Helvetica color=blue><SPAN style="FONT-WEIGHT: bold; COLOR: blue; FONTFAMILY: Helvetica">Office for the sole purpose of identificationGÇ¥ </SPAN></FONT></B><FONT face=Helvetica color=blue size=2><SPAN style="FONT-SIZE: 10pt; COLOR: blue; FONT-FAMILY: Helvetica">Surely a Department of Homeland Security GÇô Federal Emergency Agency ID card qualifies!</SPAN></FONT><FONT face=Arial color=blue size=2><SPAN style="FONT-SIZE: 10pt; COLOR: blue; FONT-FAMILY: Arial"><o:p></o:p></SPAN></FONT></P> <P class=MsoNormal><FONT face=Arial color=blue size=3><SPAN style="FONT-SIZE: 12pt; COLOR: blue; FONT-FAMILY: Arial"(b) (6) <o:p></o:p></SPAN></FONT></P> <DIV> <DIV class=MsoNormal style="TEXT-ALIGN: center" align=center><FONT face="Times New Roman" size=3><SPAN style="FONT-SIZE: 12pt"> <HR tabIndex=-1 align=center width="100%" SIZE=2> </SPAN></FONT></DIV> <P class=MsoNormal><B><FONT face=Tahoma size=2><SPAN style="FONT-WEIGHT: bold; FONT-SIZE: 10pt; FONT-FAMILY: Tahoma">From:</SPAN></FONT></B><FONT face=Tahoma size=2><SPAN style="FONT-SIZE: 10pt; FONT-FAMILY: Tahoma"> TSAContactCenter [mailto:[email protected]] <BR><B><SPAN style="FONT-WEIGHT: bold">Sent:</SPAN></B> Wednesday, August 19, 2009 9:28 AM<BR><B><SPAN style="FONT-WEIGHT: bold">To:</SPAN></B> (b) (6) <BR><B><SPAN style="FONTWEIGHT: bold">Subject:</SPAN></B> Re: TSA Contact Us: Security Issues <<#366552476761#>></SPAN></FONT><o:p></o:p></P></DIV> <P class=MsoNormal><FONT face="Times New Roman" size=3><SPAN style="FONT-SIZE: 12pt"><o:p> </o:p></SPAN></FONT></P> <DIV style="WORD-WRAP: break-word">
<P><FONT face=Helvetica color=black size=2><SPAN style="FONT-SIZE: 10pt; COLOR: black; FONT-FAMILY: Helvetica">Thank you for e-mail, regarding identification (ID) requirements at the security screening checkpoint. Specifically, you felt that the ID you presented should have been accepted.</SPAN></FONT><FONT face=Arial color=black size=2><SPAN style="FONT-SIZE: 10pt; COLOR: black; FONT-FAMILY: Arial"> <o:p></o:p></SPAN></FONT></P> <P><FONT face=Arial color=black size=2><SPAN style="FONT-SIZE: 10pt; COLOR: black; FONT-FAMILY: Arial"> <BR></SPAN></FONT><FONT face=Helvetica color=black size=2><SPAN style="FONT-SIZE: 10pt; COLOR: black; FONTFAMILY: Helvetica">We regret you found your screening experiences unsatisfactory. The Transportation Security Administration (TSA) seeks to provide the highest level of security and customer service to all who pass through our screening checkpoints. Every person and item must be screened before entering each secured area, and the manner in which the screening is conducted is important. Our current policies and procedures focus on ensuring that all passengers, regardless of their personal situations and needs, are treated with dignity, respect, and courtesy.</SPAN></FONT><FONT face=Arial color=black size=2><SPAN style="FONT-SIZE: 10pt; COLOR: black; FONT-FAMILY: Arial"> <o:p></o:p></SPAN></FONT></P> <P><FONT face=Arial color=black size=2><SPAN style="FONT-SIZE: 10pt; COLOR: black; FONT-FAMILY: Arial"> <o:p></o:p></SPAN></FONT></P> <P><FONT face=Helvetica color=black size=2><SPAN style="FONT-SIZE: 10pt; COLOR: black; FONT-FAMILY: Helvetica">We are unable to determine why the Transportation Security Officer (TSO) did not accept the ID your presented at the screening checkpoint. If the ID you presented is from the list below, it is a valid form of identification and it should have been accepted without an additional ID requirement. We regret any inconvenience this caused. </SPAN></FONT><FONT face=Arial color=black size=2><SPAN style="FONT-SIZE: 10pt; COLOR: black; FONT-FAMILY: Arial"><o:p></o:p></SPAN></FONT></P> <P><FONT face=Arial color=black size=2><SPAN style="FONT-SIZE: 10pt; COLOR: black; FONT-FAMILY: Arial"> <o:p></o:p></SPAN></FONT></P> <P><FONT face=Helvetica color=black size=2><SPAN style="FONT-SIZE: 10pt; COLOR: black; FONT-FAMILY: Helvetica">The following forms of ID are fully acceptable and must contain name, date of birth, gender, expiration date, and a tamper-resistant feature: </SPAN></FONT><FONT face=Arial color=black size=2><SPAN style="FONT-SIZE: 10pt; COLOR: black; FONTFAMILY: Arial"> <o:p></o:p></SPAN></FONT></P> <UL type=disc> <LI class=MsoNormal style="COLOR: black; mso-list: l0 level1 lfo1; mso-margin-top-alt: auto; mso-margin-bottom-alt: auto"><FONT face=Helvetica color=black size=2><SPAN style="FONT-SIZE: 10pt; FONT-FAMILY: Helvetica">State-issued driver's license </SPAN></FONT><FONT face=Arial size=2><SPAN style="FONT-SIZE: 10pt; FONT-FAMILY: Arial"><o:p></o:p></SPAN></FONT></LI> <LI class=MsoNormal style="COLOR: black; mso-list: l0 level1 lfo1; mso-margin-top-alt: auto; mso-margin-bottom-alt: auto"><st1:country-region w:st="on"><st1:place w:st="on"><FONT face=Helvetica color=black size=2><SPAN style="FONT-SIZE: 10pt; FONT-FAMILY: Helvetica">U.S.</SPAN></FONT></st1:place></st1:country-region><FONT face=Helvetica size=2><SPAN style="FONTSIZE: 10pt; FONT-FAMILY: Helvetica"> passport </SPAN></FONT><FONT face=Arial size=2><SPAN style="FONT-SIZE: 10pt; FONTFAMILY: Arial"><o:p></o:p></SPAN></FONT></LI> <LI class=MsoNormal style="COLOR: black; mso-list: l0 level1 lfo1; mso-margin-top-alt: auto; mso-margin-bottom-alt: auto"><st1:country-region w:st="on"><st1:place w:st="on"><FONT face=Helvetica color=black size=2><SPAN style="FONT-SIZE: 10pt; FONT-FAMILY: Helvetica">U.S.</SPAN></FONT></st1:place></st1:country-region><FONT face=Helvetica size=2><SPAN style="FONTSIZE: 10pt; FONT-FAMILY: Helvetica"> passport card </SPAN></FONT><FONT face=Arial size=2><SPAN style="FONT-SIZE: 10pt; FONTFAMILY: Arial"><o:p></o:p></SPAN></FONT></LI> <LI class=MsoNormal style="COLOR: black; mso-list: l0 level1 lfo1; mso-margin-top-alt: auto; mso-margin-bottom-alt: auto"><FONT face=Helvetica color=black size=2><SPAN style="FONT-SIZE: 10pt; FONT-FAMILY: Helvetica">U.S. Department of Homeland Security (DHS) "Trusted Traveler" cards (NEXUS, SENTRI, FAST) </SPAN></FONT><FONT face=Arial size=2><SPAN style="FONT-SIZE: 10pt; FONT-FAMILY: Arial"><o:p></o:p></SPAN></FONT></LI> <LI class=MsoNormal style="COLOR: black; mso-list: l0 level1 lfo1; mso-margin-top-alt: auto; mso-margin-bottom-alt: auto"><st1:country-region w:st="on"><st1:place w:st="on"><FONT face=Helvetica color=black size=2><SPAN style="FONT-SIZE: 10pt; FONT-FAMILY: Helvetica">U.S.</SPAN></FONT></st1:place></st1:country-region><FONT face=Helvetica size=2><SPAN style="FONTSIZE: 10pt; FONT-FAMILY: Helvetica"> Military ID (Active and Retired)</SPAN></FONT><FONT face=Arial size=2><SPAN style="FONTSIZE: 10pt; FONT-FAMILY: Arial"> <o:p></o:p></SPAN></FONT></LI> <LI class=MsoNormal style="COLOR: black; mso-list: l0 level1 lfo1; mso-margin-top-alt: auto; mso-margin-bottom-alt: auto"><FONT face=Helvetica color=black size=2><SPAN style="FONT-SIZE: 10pt; FONT-FAMILY: Helvetica">Permanent Resident Card </SPAN></FONT><FONT face=Arial size=2><SPAN style="FONT-SIZE: 10pt; FONT-FAMILY: Arial"><o:p></o:p></SPAN></FONT></LI> <LI class=MsoNormal style="COLOR: black; mso-list: l0 level1 lfo1; mso-margin-top-alt: auto; mso-margin-bottom-alt: auto"><FONT face=Helvetica color=black size=2><SPAN style="FONT-SIZE: 10pt; FONT-FAMILY: Helvetica">Border Crossing Card </SPAN></FONT><FONT face=Arial size=2><SPAN style="FONT-SIZE: 10pt; FONT-FAMILY: Arial"><o:p></o:p></SPAN></FONT></LI> <LI class=MsoNormal style="COLOR: black; mso-list: l0 level1 lfo1; mso-margin-top-alt: auto; mso-margin-bottom-alt: auto"><FONT face=Helvetica color=black size=2><SPAN style="FONT-SIZE: 10pt; FONT-FAMILY: Helvetica">DHS-designated enhanced driver's license </SPAN></FONT><FONT face=Arial size=2><SPAN style="FONT-SIZE: 10pt; FONT-FAMILY: Arial"><o:p></o:p></SPAN></FONT></LI> <LI class=MsoNormal style="COLOR: black; mso-list: l0 level1 lfo1; mso-margin-top-alt: auto; mso-margin-bottom-alt: auto"><FONT face=Helvetica color=black size=2><SPAN style="FONT-SIZE: 10pt; FONT-FAMILY: Helvetica">A Native American Tribal Photo ID </SPAN></FONT><FONT face=Arial size=2><SPAN style="FONT-SIZE: 10pt; FONT-FAMILY: Arial"><o:p></o:p></SPAN></FONT></LI> <LI class=MsoNormal style="COLOR: black; mso-list: l0 level1 lfo1; mso-margin-top-alt: auto; mso-margin-bottom-alt: auto"><FONT face=Helvetica color=black size=2><SPAN style="FONT-SIZE: 10pt; FONT-FAMILY: Helvetica">An airline or airport-issued ID (if issued under a TSA-approved security plan) </SPAN></FONT><FONT face=Arial size=2><SPAN style="FONT-SIZE: 10pt; FONT-FAMILY: Arial"><o:p></o:p></SPAN></FONT></LI> <LI class=MsoNormal style="COLOR: black; mso-list: l0 level1 lfo1; mso-margin-top-alt: auto; mso-margin-bottom-alt: auto"><FONT face=Helvetica color=black size=2><SPAN style="FONT-SIZE: 10pt; FONT-FAMILY: Helvetica">A Registered Traveler Card (that contains
the following: Name; Date of Birth; Gender; Expiration date; and a Tamper-resistant feature)</SPAN></FONT><FONT face=Arial size=2><SPAN style="FONT-SIZE: 10pt; FONT-FAMILY: Arial"> <o:p></o:p></SPAN></FONT></LI> <LI class=MsoNormal style="COLOR: black; mso-list: l0 level1 lfo1; mso-margin-top-alt: auto; mso-margin-bottom-alt: auto"><FONT face=Helvetica color=black size=2><SPAN style="FONT-SIZE: 10pt; FONT-FAMILY: Helvetica">A Transportation Workers Identification Credential (TWIC) </SPAN></FONT><FONT face=Arial size=2><SPAN style="FONT-SIZE: 10pt; FONT-FAMILY: Arial"><o:p></o:p></SPAN></FONT></LI> <LI class=MsoNormal style="COLOR: black; mso-list: l0 level1 lfo1; mso-margin-top-alt: auto; mso-margin-bottom-alt: auto"><FONT face=Helvetica color=black size=2><SPAN style="FONT-SIZE: 10pt; FONT-FAMILY: Helvetica">Photo ID issued by DMV or equivalent State or U.S. Territory Government Office for the sole purpose of identification.</SPAN></FONT><FONT face=Arial size=2><SPAN style="FONT-SIZE: 10pt; FONT-FAMILY: Arial"> <o:p></o:p></SPAN></FONT></LI> <LI class=MsoNormal style="COLOR: black; mso-list: l0 level1 lfo1; mso-margin-top-alt: auto; mso-margin-bottom-alt: auto"><FONT face=Helvetica color=black size=2><SPAN style="FONT-SIZE: 10pt; FONT-FAMILY: Helvetica">A foreign government-issued passport, Canadian provincial driver's license, or Indian and Northern Affairs Canada (INAC) card are also acceptable forms of photo ID.</SPAN></FONT><FONT face=Arial size=2><SPAN style="FONT-SIZE: 10pt; FONT-FAMILY: Arial"> <o:p></o:p></SPAN></FONT></LI></UL> <P><FONT face=Helvetica color=black size=2><SPAN style="FONT-SIZE: 10pt; COLOR: black; FONT-FAMILY: Helvetica">Furthermore, we have forwarded a copy of your email to the Customer Service Manager at that airport for review. The Customer Service Manager is responsible for ensuring that the TSO workforce adheres to TSA principles for professional and courteous customer service.</SPAN></FONT><FONT face=Arial color=black size=2><SPAN style="FONT-SIZE: 10pt; COLOR: black; FONT-FAMILY: Arial"> <o:p></o:p></SPAN></FONT></P> <P><FONT face=Arial color=black size=2><SPAN style="FONT-SIZE: 10pt; COLOR: black; FONT-FAMILY: Arial"> <o:p></o:p></SPAN></FONT></P> <P><FONT face=Arial color=black size=2><SPAN style="FONT-SIZE: 10pt; COLOR: black; FONT-FAMILY: Arial"> <o:p></o:p></SPAN></FONT></P> <P><st1:place w:st="on"><st1:PlaceName w:st="on"><FONT face=Helvetica color=black size=2><SPAN style="FONT-SIZE: 10pt; COLOR: black; FONT-FAMILY: Helvetica">TSA</SPAN></FONT></st1:PlaceName><FONT face=Helvetica color=black size=2><SPAN style="FONT-SIZE: 10pt; COLOR: black; FONT-FAMILY: Helvetica"> <st1:PlaceName w:st="on">Contact</st1:PlaceName> <st1:PlaceType w:st="on">Center</st1:PlaceType></SPAN></FONT></st1:place><FONT face=Arial color=black size=2><SPAN style="FONT-SIZE: 10pt; COLOR: black; FONT-FAMILY: Arial"> <o:p></o:p></SPAN></FONT></P> <P><FONT face=Arial color=black size=2><SPAN style="FONT-SIZE: 10pt; COLOR: black; FONT-FAMILY: Arial"> <o:p></o:p></SPAN></FONT></P></DIV> <P class=MsoNormal style="MARGIN-BOTTOM: 12pt"><FONT face="Times New Roman" size=3><SPAN style="FONT-SIZE: 12pt"><BR><BR><o:p></o:p></SPAN></FONT></P> <DIV> <P class=MsoNormal style="MARGIN-BOTTOM: 12pt"><FONT face="Times New Roman" size=3><SPAN style="FONT-SIZE: 12pt">--Original Message ---<BR>From: (b) (6) ><BR>Received: 8/17/09 7:55:53 PM EDT<BR>To: "<st1:place w:st="on"><st1:PlaceName w:st="on">TSA</st1:PlaceName> <st1:PlaceName w:st="on">Contact</st1:PlaceName> <st1:PlaceType w:st="on">Center</st1:PlaceType></st1:place>" <[email protected]><BR>Subject: TSA Contact Us: Security Issues<BR><BR>THIS GENERATED EMAIL HAS BEEN SENT FROM http://www.tsa.gov/contact/index.shtm<BR>-----------------------------------------------------------------------------------------------------------<BR>Remote Client IP: (b) (6) <BR>Date Time: 8/17/2009 4:17:29 PM<BR>------------------------------------------------------------------------------------------------------------<o:p></o:p></SPAN></FONT></P> <TABLE class=MsoNormalTable style="BORDER-RIGHT: 1.5pt outset; BORDER-TOP: 1.5pt outset; BORDER-LEFT: 1.5pt outset; WIDTH: 562.5pt; BORDER-BOTTOM: 1.5pt outset" cellSpacing=1 cellPadding=0 width=750 border=1> <TBODY> <TR> <TD style="PADDING-RIGHT: 2.25pt; PADDING-LEFT: 2.25pt; PADDING-BOTTOM: 2.25pt; WIDTH: 150pt; PADDING-TOP: 2.25pt" vAlign=top width=200> <P class=MsoNormal style="TEXT-ALIGN: right" align=right><B><FONT face="Times New Roman" size=3><SPAN style="FONT-WEIGHT: bold; FONT-SIZE: 12pt">Security Issues<o:p></o:p></SPAN></FONT></B></P></TD> <TD style="PADDING-RIGHT: 2.25pt; PADDING-LEFT: 2.25pt; PADDING-BOTTOM: 2.25pt; PADDING-TOP: 2.25pt"> <P class=MsoNormal><FONT face="Times New Roman" size=3><SPAN style="FONT-SIZE: 12pt">All Other Security Issues<o:p></o:p></SPAN></FONT></P></TD></TR> <TR> <TD style="PADDING-RIGHT: 2.25pt; PADDING-LEFT: 2.25pt; PADDING-BOTTOM: 2.25pt; WIDTH: 150pt; PADDING-TOP: 2.25pt" vAlign=top width=200> <P class=MsoNormal style="TEXT-ALIGN: right" align=right><B><FONT face="Times New Roman" size=3><SPAN style="FONT-WEIGHT: bold; FONT-SIZE: 12pt">Name:<o:p></o:p></SPAN></FONT></B></P></TD> <TD style="PADDING-RIGHT: 2.25pt; PADDING-LEFT: 2.25pt; PADDING-BOTTOM: 2.25pt; PADDING-TOP: 2.25pt"> <P class=MsoNormal><FONT face="Times New Roman" size=3><SPAN style="FONT-SIZE: 12pt">(b) (6) o:p></o:p></SPAN></FONT></P></TD></TR> <TR> <TD style="PADDING-RIGHT: 2.25pt; PADDING-LEFT: 2.25pt; PADDING-BOTTOM: 2.25pt; WIDTH: 150pt; PADDING-TOP: 2.25pt" vAlign=top width=200> <P class=MsoNormal style="TEXT-ALIGN: right" align=right><B><FONT face="Times New Roman" size=3><SPAN style="FONT-WEIGHT: bold; FONT-SIZE: 12pt">Email:<o:p></o:p></SPAN></FONT></B></P></TD> <TD style="PADDING-RIGHT: 2.25pt; PADDING-LEFT: 2.25pt; PADDING-BOTTOM: 2.25pt; PADDING-TOP: 2.25pt">
<P class=MsoNormal><FONT face="Times New Roman" size=3><SPAN style="FONT-SIZE: 12pt">(b) (6) v<o:p></o:p></SPAN></FONT></P></TD></TR> <TR> <TD style="PADDING-RIGHT: 2.25pt; PADDING-LEFT: 2.25pt; PADDING-BOTTOM: 2.25pt; WIDTH: 150pt; PADDING-TOP: 2.25pt" vAlign=top width=200> <P class=MsoNormal style="TEXT-ALIGN: right" align=right><B><FONT face="Times New Roman" size=3><SPAN style="FONT-WEIGHT: bold; FONT-SIZE: 12pt">Message:<o:p></o:p></SPAN></FONT></B></P></TD> <TD style="PADDING-RIGHT: 2.25pt; PADDING-LEFT: 2.25pt; PADDING-BOTTOM: 2.25pt; PADDING-TOP: 2.25pt"> <P class=MsoNormal><FONT face="Times New Roman" size=3><SPAN style="FONT-SIZE: 12pt">The weekend of 8/9 while trying to board a flight out of OKCity to MEM I presented my FEMA ID which matched my name on the ticket. TSA employee made me produce additional ID that had my address on it. From what I've been told our name on Gov. issued ID needs to match our ticket, period. Is someone over zealous or have the regulations changed?<o:p></o:p></SPAN></FONT></P></TD></TR></TBODY></TABLE></DIV> <P class=MsoNormal><FONT face="Times New Roman" size=3><SPAN style="FONT-SIZE: 12pt"><BR><BR>------ TCC Control Number: -----<BR><<#366552-476761#>><o:p></o:p></SPAN></FONT></P></DIV></div> <BR><BR>------ TCC Control Number: ------<BR><<#366552-476761#>></body></html> END RECORD
CONTACT RECORD
EID: 51284111 Contact Type: Contact Date: 2009-08-21 13:04:56 Medium: TELEPHONE Contact Status: CLOSED Incident Date: Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Caller wanted to report that items were not re-packed properly in checked luggage after screening at OKC. , Body: Agent Notes: Advised caller we would note issue. Apologized and offered a claim form. Advised caller we would note issue. Apologized and offered a claim form. Offered caller a SF-95 claim form, she refused Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) 8/21/2009 1:12:38 PM, Last Update Date: Opening Agent: Opened Date: 8/21/2009 1:04:56 PM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, Airline: Frontier Airlines (present)Frontier Airlines (present), Subject Category: Mishandling of Passengers Property - Disarrayed Carry-on/Checked Baggage - Mishandling of Passengers Property Disarrayed Carry-on/Checked Baggage Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 51287664 Contact Type: Contact Date: 2009-08-24 16:21:54 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2009-08-21 12:30:00 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: (b) (6) Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: (b) (6) Fulfillment Sent: Mail Return Date: Contact Email: Subject: Caller reports that a laptop cord is missing @OKC. Body: Agent Notes: Provided caller with information on the claims process, and faxed SF-95 form. Provided caller with information on the claims process, and faxed SF-95 form. Caller asked does the screeners have to inspect luggage in front of passengers. Informed caller that during a private screening, screeners inspect luggage in the same room that the private screening is taken place; Also informed caller that a CSM can be sent in regards to the specific reason why his luggage was not inspected in front of him. Follow Up: (b) (6) reports that a laptop cord is missing from carry on luggage @OKC. He also believes that money could have been taking out of his luggage as well. Also, (b) (6) has to go through a private screening because of a medical issue and would like to know the specific reason why a screener who inspected his luggage did not inspect his luggage in front of him. A claim form was offered and he would like a call back in regards to this issue. (b) (6) also provided another number where he can be reached-cell: . (b) (6) To TSOC Date: From TSOC Date: Last Updated By: (b) (6) 8/24/2009 4:40:37 PM,(b) (6) 8/24/2009 4:40:51 PM, Last Update Date: Opening Agent: Opened Date: 8/24/2009 4:21:54 PM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, Airline: Delta Air Lines -¬Delta Air Lines -¬, Subject Category: Claim Form Requests-Carry On - Claim Form Requests-Carry On Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 51287938 Contact Type: Contact Date: 2009-08-24 18:57:09 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2009-08-23 09:30:00 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Items (license plate) missing from checked bag@ OKC. Claim form will be downloaded. Body: Agent Notes: Provided Lost and Found information to caller and SF-95 form will be downloaded Provided Lost and Found information to caller and SF-95 form will be downloaded flt - 945 bag claim -okck909688 Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) 8/24/2009 7:01:08 PM,(b) (6) 8/24/2009 7:02:06 PM, Last Update Date: Opening Agent: Opened Date: 8/24/2009 6:57:09 PM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, Airline: Southwest AirlinesSouthwest Airlines, Subject Category: Claim Form Requests - Missing items from Checked Baggage - Claim Form Requests - Missing items from Checked Baggage Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 51295780 Contact Type: Contact Date: 2009-08-31 10:13:51 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2009-08-29 07:39:00 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: USA Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Items (Nail polish, $20 hair brush and make-up case) damaged in checked bag @ (OKC). Body: Agent Notes: Provided caller with information on the claims process, and walked caller thru the website for claim form. Provided caller with information on the claims process, and walked caller thru the website for claim form. Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) 8/31/2009 10:24:42 AM, Last Update Date: Opening Agent: Opened Date: 8/31/2009 10:13:51 AM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, Airline: American Airlines -¬American Airlines -¬, Subject Category: Claim Form Requests-Checked Bag - Claim Form Requests-Checked Bag Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 51296901 Contact Type: Contact Date: 2009-08-31 17:54:39 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2009-08-31 09:15:00 Contact Prefix: (b) (6) Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Items (jewelry) missing from checked bag @ OKC. Body: Agent Notes: Provided Lost and Found information to caller and SF-95 form e-mailed on (9/1/2009). Provided Lost and Found information to caller and SF-95 form e-mailed on (9/1/2009). Provided caller with the number to CO airlines. There was no NOI. (b) (6) Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) 8/31/2009 5:54:39 PM,(b) (6) 8/31/2009 6:01:36 PM, Last Update Date: Opening Agent: Opened Date: 8/31/2009 5:54:39 PM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, Airline: Continental Airlines (present) -¬Continental Airlines (present) -¬, Subject Category: Claim Form Requests - Missing items from Checked Baggage - Claim Form Requests - Missing items from Checked Baggage Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 51297408 Contact Type: Contact Date: 2009-09-01 11:04:47 Medium: EMAIL Contact Status: CLOSED Incident Date: Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: (b) (6) Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: (b) (6) Subject: ISSUE, TSA Contact Us: Complaints Body: THIS GENERATED EMAIL HAS BEEN SENT FROM http://www.tsa.gov/contact/index.shtm -----------------------------------------------------------------------------------------------------------Remote Client IP: (b) (6) Date Time: 8/31/2009 1:31:44 AM ------------------------------------------------------------------------------------------------------------
Name: (b) (6) Email: (b) (6) Complaints:Damaged or Missing items in Checked or Carry-on Baggage Flight Info (If applicable. Enter Flight#/Airline/Terminal/Airport/Gate/Etc):united flight 453 from oklahoma city will rogers airport to denver, co departing at 1641 on 28 august 2009, gate 5. checked in and checked bag at airport about 1230-1300. Comments:after arriving at destination and opening my checked suitcase, I found that my toilet kit was not in my luggage. I clearly recall that it was in my luggage at check in. The kit contained normal shaving, healthcare and grooming articles. In addition, it contained an assortment of over the counter medications and prescription drugs. the prescription drugs in the kit were: lipitor, viagra, ambien and rozerem. the value of the prescription drugs alone are well over $100.00 Agent Notes: Retrieve Items & Claims Response Retrieve Items & Claims Response, Provided the number to the OKC (405-680-3233) TSA L&F. Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) 9/1/2009 11:04:47 AM,(b) (6) 9/1/2009 11:06:44 AM, Last Update Date: Opening Agent: Opened Date: 8/31/2009 12:32:47 PM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, DEN Denver, CO, USA - Denver International, Airline: United Airlines -¬United Airlines -¬, Subject Category: Claim Form Requests - Missing items from Checked Baggage - Claim Form Requests - Missing items from Checked Baggage Interaction Type: COMPLAINT
Response Email: From: Prior Vendor To: (b) (6) Subject: Re: TSA Contact Us: Complaints <<#371755-482669#>> Body: <html><head><style type="text/css">p {margin-bottom: 0; margin-top: 0;}</style></head><body bgcolor="#ffffff" style="background: #ffffff"> <font size="2"><div style="width:100%;word-wrap:break-word;font-family: Arial;color: #000000;"><P>Thank you for your email message regarding the retrieval of lost items. <BR clear=none> <BR clear=none>Each airport establishes procedures for handling lost and found items. The Transportation Security Administration (TSA) follows those procedures where they exist. The airports in those instances are responsible for holding and disposing items under applicable local laws. Items, such as locks, tags, straps, and other external luggage pieces, are often lost or damaged as the baggage goes through the baggage handling equipment and may or may not have been found by airline/airport personnel. </P> <P> </P> <P>In an airport where no policy exists, found articles are collected, stored, and disposed of under General Services Administration rules. TSA is unable to identify and return all items, but may be able to locate and return items on a case-by-case basis. We suggest you contact the <STRONG><U>OKC</U></STRONG> <STRONG><U>(405-680-3233) TSA L&F</U></STRONG> where your items were confiscated or lost.<BR clear=none> <BR clear=none>We work very hard to achieve consistency in the security processes. As we inspect screening operations at airports and receive feedback from the traveling public, we address inconsistencies and ensure corrective actions are taken, when necessary. We will continue to do all that we can to inspect screening operations and provide written procedures and training to specify how the process is to be applied.<BR clear=none> <BR clear=none>To file a claim, fill out the attached Standard Form 95 (claim form) in accordance with the instructions, and return it to the address in box #1. Please be sure to follow the instructions carefully, and to fill out the claim form completely. While use of the form is not mandatory, it will help you ensure that you meet the legal requirements for filing a claim. If you decide to file a claim, it will be processed in accordance with the Federal Tort Claims Act.<BR clear=none> <BR clear=none>Once the Claims Management Office has received your claim form, you will be sent a letter of acknowledgement and a claim number. You should keep the claim number for future reference when inquiring about your claim. TSA will try to resolve your claim as quickly as possible, but it may need time to make a further investigation of the facts. If TSA denies your claim, or has not finally resolved it within 6 months after you have filed it, you may have a right to bring your claim to court. <BR clear=none> <BR clear=none>You can also access claim forms online at the TSAGÇÖs Claims Management OfficeGÇÖs website at <A href="http://www.tsa.gov/travelers/customer/claims/index.shtm" shape=rect>www.tsa.gov/travelers/customer/claims/index.shtm</A>. This website also has information related to filing a claim, checking the status of a claim, and other claim-related issues. You can also access this website by clicking on the Claims Management Office link in the GÇ£Resource CenterGÇ¥ on TSAGÇÖs homepage at <A href="http://www.tsa.gov/" shape=rect>www.tsa.gov</A>. If you have additional questions related to the claims process, please contact the Claims Management Office at <A href="mailto:[email protected]" shape=rect>[email protected]</A>. <BR clear=none> <BR clear=none>TSA Contact Center<BR clear=none></P></div> </font><br /> <br><br><div>--- Original Message ---<BR>From: <(b) (6) t><BR>Received: 8/31/09 12:32:53 PM EDT<BR>To: "TSA Contact Center" <[email protected]><BR>Subject: TSA Contact Us: Complaints<BR><BR>THIS GENERATED EMAIL HAS BEEN SENT FROM http://www.tsa.gov/contact/index.shtm<BR>-----------------------------------------------------------------------------------------------------------<BR>Remote Client IP: (b) (6) <BR>Date Time: 8/31/2009 1:31:44 AM<BR>-----------------------------------------------------------------------------------------------------------<BR><BR> <TABLE style="WIDTH: 750px" cellSpacing=1 cellPadding=3 border=2> <TBODY> <TR> <TD style="FONT-WEIGHT: bold; VERTICAL-ALIGN: top; WIDTH: 200px; TEXT-ALIGN: right">Name:</TD> <TD>(b) (6) </TD></TR> <TR> <TD style="FONT-WEIGHT: bold; VERTICAL-ALIGN: top; WIDTH: 200px; TEXT-ALIGN: right">Email:</TD> <TD>(b) (6) t</TD></TR> <TR> <TD style="FONT-WEIGHT: bold; VERTICAL-ALIGN: top; WIDTH: 200px; TEXT-ALIGN: right">Complaints:</TD> <TD>Damaged or Missing items in Checked or Carry-on Baggage</TD></TR> <TR> <TD style="FONT-WEIGHT: bold; VERTICAL-ALIGN: top; WIDTH: 200px; TEXT-ALIGN: right">Flight Info (If applicable. Enter Flight#/Airline/Terminal/Airport/Gate/Etc):</TD> <TD>united flight 453 from oklahoma city will rogers airport to denver, co departing at 1641 on 28 august 2009, gate 5.<BR><BR>checked in and checked bag at airport about 1230-1300.</TD></TR> <TR> <TD style="FONT-WEIGHT: bold; VERTICAL-ALIGN: top; WIDTH: 200px; TEXT-ALIGN: right">Comments:</TD> <TD>after arriving at destination and opening my checked suitcase, I found that my toilet kit was not in my luggage. I clearly recall that it was in my luggage at check in.<BR><BR>The kit contained normal shaving, healthcare and grooming articles. In addition, it contained an assortment of over the counter medications and prescription drugs. the prescription drugs in the kit were: lipitor, viagra, ambien and rozerem. the value of the prescription drugs alone are well over $100.00.</TD></TR></TBODY></TABLE></div>
<BR><BR>------ TCC Control Number: ------<BR><<#371755-482669#>></body></html> END RECORD
CONTACT RECORD
EID: 51300542 Contact Type: Contact Date: 2009-09-03 10:35:46 Medium: EMAIL Contact Status: CLOSED Incident Date: Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: (b) (6) Subject: ISSUE, TSA Contact Us: Complaints Body: THIS GENERATED EMAIL HAS BEEN SENT FROM http://www.tsa.gov/contact/index.shtm -----------------------------------------------------------------------------------------------------------Remote Client IP: (b) (6) Date Time: 9/2/2009 1:05:17 AM ------------------------------------------------------------------------------------------------------------
Name: (b) (6) Email: (b) (6) Complaints:Discourteous/Rude Employee Flight Info (If applicable. Enter Flight#/Airline/Terminal/Airport/Gate/Etc):Oklahoma City Comments:I was flying through Oklahoma City last thursday. My bag was flagged for not pulling out my bag of shaving cream and other items (that was my fault) after being told one of my items was to large I asked to speak to the supervisor... I think there should be some leway... 4 oz is not that big of a deal... I asked him what the major problem was and after saying that's the rule he threatened to get the police and escort me from the terminal. I think there are much better ways to handle this problem... I know i should know the rules... but you are much more likely to get better results if your people are kind and polite. Thanks I look forward to seeing more smiling faces the next time I fly Agent Notes: General Complaint Response General Complaint Response, Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) 9/3/2009 10:35:46 AM,(b) (6) 9/3/2009 10:36:21 AM, Last Update Date: Opening Agent: Opened Date: 9/2/2009 12:40:00 PM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, Airline: Subject Category: Discourteous- Rude Employee - Discourteous- Rude Employee Interaction Type: COMPLAINT Response Email: From: Prior Vendor To:(b) (6) Subject: Re: TSA Contact Us: Complaints <<#372708-483755#>> Body:
<html><head><style type="text/css">p {margin-bottom: 0; margin-top: 0;}</style></head><body bgcolor="#ffffff" style="background: #ffffff"> <font size="2"><div style="width:100%;word-wrap:break-word;font-family: Arial;color: #000000;"><P><FONT face=" Helvetica, sansserif,Arial">Thank you for your electronic mail message concerning your travel experience. </FONT></P> <P><FONT face=" Helvetica, sans-serif,Arial"> </FONT></P> <P><FONT face=" Helvetica, sans-serif,Arial">A variety of security measures are applied to the baggage and/or persons of passengers selected through the screening process, including random searches. This random element prevents potential terrorists from "beating the system" by learning how it operates. Leaving out any one group, such as senior citizens or the clergy, would remove the random element from the system and undermine security. We simply cannot assume that all future terrorists will fit any particular profile.</FONT> </P> <P> </P> <P><FONT face=" Helvetica, sans-serif,Arial">Enhanced security measures require that all checked baggage undergo some form of screening for prohibited items. Physical search of the luggage is required to clear every alarm. TSA screeners should exercise great care during the screening process to ensure that passengers' belongings are returned and not damaged when a bag needs to be opened. Unfortunately, on some occasions the screening process may fall short of our established standard. We apologize if these high standards were not met.</FONT> </P> <P> </P> <P><FONT face=" Helvetica, sans-serif,Arial">We monitor the number and nature of complaints we receive to track trends and spot areas of concern that may require special attention. This ongoing process will enable us to ensure prompt, corrective action whenever we determine that security screening policies need modification or specific employees or screener teams are the subject of repeated complaints.</FONT> </P> <P> </P> <P><FONT face=" Helvetica, sans-serif,Arial">We appreciate your taking the time to share your thoughts and concerns with us. We also encourage you to check the latest information at </FONT><A href="http://www.tsa.gov/" shape=rect><FONT face=" Helvetica, sans-serif,Arial">www.tsa.gov</FONT></A><FONT face=" Helvetica, sans-serif,Arial">.</FONT> </P> <P> </P> <P><FONT face=" Helvetica, sans-serif,Arial">TSA Contact Center</FONT><FONT face=" Helvetica, sans-serif,Arial"><BR clear=none></FONT></P></div> </font><br /> <br><br><div>--- Original Message ---<BR>From: <(b) (6) ><BR>Received: 9/2/09 12:40:09 PM EDT<BR>To: "TSA Contact Center" <[email protected]><BR>Subject: TSA Contact Us: Complaints<BR><BR>THIS GENERATED EMAIL HAS BEEN SENT FROM http://www.tsa.gov/contact/index.shtm<BR>-----------------------------------------------------------------------------------------------------------<BR>Remote Client IP: (b) (6) <BR>Date Time: 9/2/2009 1:05:17 AM<BR>-----------------------------------------------------------------------------------------------------------<BR><BR> <TABLE style="WIDTH: 750px" cellSpacing=1 cellPadding=3 border=2> <TBODY> <TR> <TD style="FONT-WEIGHT: bold; VERTICAL-ALIGN: top; WIDTH: 200px; TEXT-ALIGN: right">Name:</TD> <TD>(b) (6) </TD></TR> <TR> <TD style="FONT-WEIGHT: bold; VERTICAL-ALIGN: top; WIDTH: 200px; TEXT-ALIGN: right">Email:</TD> <TD>(b) (6) </TD></TR> <TR> <TD style="FONT-WEIGHT: bold; VERTICAL-ALIGN: top; WIDTH: 200px; TEXT-ALIGN: right">Complaints:</TD> <TD>Discourteous/Rude Employee</TD></TR> <TR> <TD style="FONT-WEIGHT: bold; VERTICAL-ALIGN: top; WIDTH: 200px; TEXT-ALIGN: right">Flight Info (If applicable. Enter Flight#/Airline/Terminal/Airport/Gate/Etc):</TD> <TD>Oklahoma City</TD></TR> <TR> <TD style="FONT-WEIGHT: bold; VERTICAL-ALIGN: top; WIDTH: 200px; TEXT-ALIGN: right">Comments:</TD> <TD>I was flying through Oklahoma City last thursday. My bag was flagged for not pulling out my bag of shaving cream and other items (that was my fault) after being told one of my items was to large I asked to speak to the supervisor... I think there should be some leway... 4 oz is not that big of a deal... I asked him what the major problem was and after saying that's the rule he threatened to get the police and escort me from the terminal. I think there are much better ways to handle this problem... I know i should know the rules... but you are much more likely to get better results if your people are kind and polite. Thanks I look forward to seeing more smiling faces the next time I fly.</TD></TR></TBODY></TABLE></div> <BR><BR>------ TCC Control Number: ------<BR><<#372708-483755#>></body></html> END RECORD
CONTACT RECORD
EID: 51301474 Contact Type: Contact Date: 2009-09-03 16:58:41 Medium: TELEPHONE Contact Status: CLOSED Incident Date: Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Caller asked about proper ID for a FAA employee, Body: Agent Notes: Advised caller that message will be sent to the CSM at the OKC airport, Advised caller that message will be sent to the CSM at the OKC airport, *Caller stated that his FAA card was not allowed as acceptable photo ID, Follow Up: (b) (6) stated that he is a FAA employee and traveled through the OKC airport. He stated that on the day of his travel, he presented his FAA identification and was told that he was not allowed to use that ID. He would like some additional information due to why his ID was not presented when its states on the ID that he should be allowed through without any interruptions. Thank you for your assistance with this issue. To TSOC Date: From TSOC Date: Last Updated By: (b) (6) 9/3/2009 5:15:48 PM,(b) (6) 9/3/2009 5:15:53 PM, Last Update Date: Opening Agent: Opened Date: 9/3/2009 4:58:41 PM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, Airline: Subject Category: Secondary Screening - General - Secondary Screening - General Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 51303324 Contact Type: Contact Date: 2009-09-04 23:35:02 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2009-09-04 13:30:00 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: (b) (6) Fulfillment Sent: Mail Return Date: Contact Email: Subject: Items (oakley sunglasses) missing from checked bag@ OKC. Body: Agent Notes: Provided Lost and Found information to caller and faxed a claim form 9-4-09. Provided Lost and Found information to caller and faxed a claim form 9-4-09. There's a NOI in the baggage. Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) 9/4/2009 11:54:39 PM, Last Update Date: Opening Agent: Opened Date: 9/4/2009 11:35:02 PM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, Airline: Delta AirDelta Air, Subject Category: Claim Form Requests - Missing items from Checked Baggage - Claim Form Requests - Missing items from Checked Baggage Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 51305835 Contact Type: Contact Date: 2009-09-08 10:00:12 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2009-09-08 06:00:00 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: USA Contact Phone: (b) (6) Contact Fax: (b) (6) Fulfillment Sent: Mail Return Date: Contact Email: Subject: Caller wanted to report that items were not re-packed properly in checked luggage after screening at (OKC). , Body: Agent Notes: Advised caller we would note issue, and an FYI will be sent to the CSM at that airport who oversees the screening operation. Offered a claim form. Advised caller we would note issue, and an FYI will be sent to the CSM at that airport who oversees the screening operation. Offered a claim form., NOI. Caller mentioned that boxes he uses for his resale and his clothed were wrinkled. Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) 9/8/2009 10:05:24 AM, Last Update Date: Opening Agent: Opened Date: 9/8/2009 10:00:12 AM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, STL St Louis, MO, USA - Lambert-St Louis Internatl, Airline: Southwest AirlinesSouthwest Airlines, Subject Category: Mishandling of Passengers Property - Disarrayed Carry-on/Checked Baggage - Mishandling of Passengers Property Disarrayed Carry-on/Checked Baggage Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 51306857 Contact Type: Contact Date: 2009-09-08 15:57:38 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2009-09-08 14:52:00 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Caller wants to file a complaint against a TSA worker at OKC. Body: Agent Notes: Told caller that a message will be sent to the CSM at OKC in regards to this incident. Told caller that a message will be sent to the CSM at OKC in regards to this incident. Follow Up: (b) (6) stated that she encountered a rude TSA screener at the checkpoint at OKC. She stated that the screeners saw a bag at the beginning of the conveyor belt and told her to push it through. She told the screener that the bag didn't belong to her and she didn't feel comfortable with touching someone elses belongings. She pushed the bag through anyway, but the screener stated that it wasn't placed on the belt correctly and told her to go back and place it on the belt the right way. (b) (6) stated that the screener was rude and threatning and she stated that she shouldn't have to go through anything like this while going through screening. She asked for the screeners name, but the screener would give any information. (b) (6) would like for someone to contact her back in regards to this incident and she can be reached at (b) (6) To TSOC Date: From TSOC Date: Last Updated By: (b) (6) 9/8/2009 4:10:00 PM,(b) (6) 9/8/2009 4:10:07 PM, Last Update Date: Opening Agent: Opened Date: 9/8/2009 3:57:38 PM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, Airline: Subject Category: Discourteous- Rude Employee - Discourteous- Rude Employee Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 51308851 Contact Type: Contact Date: 2009-09-09 18:14:14 Medium: EMAIL Contact Status: CLOSED Incident Date: Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: (b) (6) Subject: ISSUE, ISSUE, TSA Contact Us: Complaints Body: THIS GENERATED EMAIL HAS BEEN SENT FROM http://www.tsa.gov/contact/index.shtm -----------------------------------------------------------------------------------------------------------Remote Client IP: (b) (6) Date Time: 9/9/2009 10:10:05 AM ------------------------------------------------------------------------------------------------------------
Name: (b) (6) Email: (b) (6) Complaints:Inappropriate Screening/Pat Down Screening Flight Info (If applicable. Enter Flight#/Airline/Terminal/Airport/Gate/Etc):Will Rogers World Airport, Oklahoma City September 8th, 2009 at approx. 0530 Comments:On 8th of September 2009, I watched as my grandson walked through the security checkpoint at Will Rogers World Airport in Oklahoma City. He was a proud Marine dressed in Marine Corps GÇ£AlphaGÇÖsGÇ¥. As he approached the checkpoint he was made to GÇ£DISGRACEGÇ¥ the uniform that he had fought so long to wear. He was made to remove his jacket, his shoes, his belt, his tie clasp, his dog-tags and then still be wand by the TSA personal. All the while, as I watched as 3 other members of the military in BDU walked through the metal detectors on the other side. Each setting off the alarms, and each not being searched as my grandson was. I was appalled at the personal of the TSA. You say that they where doing their job. Then why didnGÇÖt they check the military personal in BDUGÇÖs ? Why didnGÇÖt they have to remove their boots, belts, and metal chevrons? Why do they disgrace the military uniform that all of our young men and women fight so hard to earn. Why does the TSA subject these young men and women of our military to this disgrace, when all they have to do is wand them during the normal screening, pat them down, they have nothing to hide. They have their military ID with them and military orders. Is that not enough, to say that other GÇ£GovernmentGÇ¥ has already screened them? They can go fight for GÇ£OurGÇ¥ freedom, Die for our freedom, but donGÇÖt wear their uniforms through our nationGÇÖs airports. If this is your policy, then you need to rethink your policy on our military in uniforms. Every American should be proud of our young men and women when they see them walk by in the airports. Because of you ( TSA ) he may never wear his uniform again in the airports and this is BS. He is a proud US Marine. I make this promise to you ( TSA ) . If my grandson comes home, he will travel back to his next duty station in his military uniform ( The Marine Corps does not travel in BDUGÇÖs ) . And if he is striped searched like he was this time, the TSA and Will Rogers Airport will be making the Nation News, because one Pissed Off Grandfather will be going to jail for Your Disgrace of the Marine Corps Uniform and any other service member in military uniform.
(b) (6) (b) (6)
Agent Notes: Screening for Military Personnel Screening for Military Personnel, Consumer Complaint BCC/CSM Response, BCC OKC SHM/CSQIM (b) (6) . Merged 2 or more different responses to address the consumer's concerns. Deleted all paragraphs and sentences that would not assist in answering the consumer's concerns.
Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) 9/9/2009 6:14:14 PM,(b) (6) Last Update Date: Opening Agent: Opened Date: 9/9/2009 3:40:10 PM Linked Event IDs:
9/9/2009 6:31:33 PM,
Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, Airline: Subject Category: Military Screening - Military Screening Interaction Type: COMPLAINT Response Email: From: Prior Vendor To: (b) (6) Subject: Re: TSA Contact Us: Complaints <<#375237-486694#>> Body: <html><head><style type="text/css">p {margin-bottom: 0; margin-top: 0;}</style></head><body bgcolor="#ffffff" style="background: #ffffff"> <font size="2"><div style="width:100%;word-wrap:break-word;font-family: Arial;color: #000000;"><P><FONT face=Tahoma size=3>Thank you for your e-mail regarding the security screening of military personnel. </FONT></P> <P><FONT size=3> </FONT> </P> <P><FONT face=Tahoma size=3>The Transportation Security Administration (TSA) is fully supportive of the men and women in uniform, and our standard operating procedures strictly prohibit targeting members of the military (or any other organization) solely because they are in the military. We are sincerely grateful for the sacrifices made by these brave men and women. Many of our own employees are former military personnel or current reserve members. In fact, TSA has instituted many procedures specifically for the military to ease their processing through the security screening checkpoint. </FONT></P> <P><FONT size=3> </FONT> </P> <P><FONT face=Tahoma size=3>For instance, TSA has authorized airport Federal Security Directors to exempt active duty military personnel from automatic additional screening when airlines incorrectly designate this requirement. Military personnel should advise the airline upon check-in that they are active duty and traveling on military orders. The airline should exempt them from any automatic additional screening. </FONT></P> <P><FONT size=3> </FONT> </P> <P><FONT face=Tahoma size=3>However, military personnel, their families, and their carry-on items are still subject to the same initial screening procedures as all other individuals entering a secured area. Excluding any group or individual from the screening process, such as senior citizens, the clergy, or the military, would provide opportunities for terrorists to exploit and thus undermine security. In addition, military personnel are still subject to additional screening if they trigger an alarm when passing through the metal detector at the security checkpoint.</FONT> </P> <P> </P> <P><FONT face=" Helvetica, sans-serif,Arial" size=3>Furthermore, because your complaint is regarding screening at OKC, we have forwarded a copy of your email to the Customer Service Manager at that airport. The Customer Service Manager is responsible for ensuring that the screener workforce adheres to TSA principles for professional processing.</FONT> </P> <P><FONT size=3> </FONT> </P> <P><FONT face=" Helvetica, sans-serif,Arial" size=3>We monitor the number and nature of complaints we receive to track trends and spot areas of concern that may require special attention. This ongoing process will enable us to ensure prompt, corrective action whenever we determine that security-screening policies need modification or specific employees or screener teams are the subjects of repeated complaints.</FONT> </P> <P> </P> <P><FONT face=" Helvetica, sans-serif,Arial">The TSA offers our sincere apologies and encourage you to check the latest information at </FONT><FONT face=" Helvetica, sans-serif,Arial"><A href="http://www.tsa.gov/" shape=rect>www.tsa.gov</A></FONT><FONT face=" Helvetica, sans-serif,Arial">.</FONT> </P> <P> </P> <P><FONT size=3> </FONT> </P> <P><FONT face=Tahoma size=3>TSA Contact Center</FONT><FONT face=Tahoma size=2><BR clear=none></FONT></P></div> </font><br /> <br><br><div>--- Original Message ---<BR>From: <(b) (6) ><BR>Received: 9/9/09 3:40:08 PM EDT<BR>To: "TSA Contact Center" <[email protected]><BR>Subject: TSA Contact Us: Complaints<BR><BR>THIS GENERATED EMAIL HAS BEEN SENT FROM http://www.tsa.gov/contact/index.shtm<BR>-----------------------------------------------------------------------------------------------------------<BR>Remote Client IP: (b) (6) <BR>Date Time: 9/9/2009 10:10:05 AM<BR>-----------------------------------------------------------------------------------------------------------<BR><BR> <TABLE style="WIDTH: 750px" cellSpacing=1 cellPadding=3 border=2>
<TBODY> <TR> <TD style="FONT-WEIGHT: bold; VERTICAL-ALIGN: top; WIDTH: 200px; TEXT-ALIGN: right">Name:</TD> <TD>(b) (6) </TD></TR> <TR> <TD style="FONT-WEIGHT: bold; VERTICAL-ALIGN: top; WIDTH: 200px; TEXT-ALIGN: right">Email:</TD> <TD>(b) (6) </TD></TR> <TR> <TD style="FONT-WEIGHT: bold; VERTICAL-ALIGN: top; WIDTH: 200px; TEXT-ALIGN: right">Complaints:</TD> <TD>Inappropriate Screening/Pat Down Screening</TD></TR> <TR> <TD style="FONT-WEIGHT: bold; VERTICAL-ALIGN: top; WIDTH: 200px; TEXT-ALIGN: right">Flight Info (If applicable. Enter Flight#/Airline/Terminal/Airport/Gate/Etc):</TD> <TD>Will Rogers World Airport, Oklahoma City<BR>September 8th, 2009 at approx. 0530</TD></TR> <TR> <TD style="FONT-WEIGHT: bold; VERTICAL-ALIGN: top; WIDTH: 200px; TEXT-ALIGN: right">Comments:</TD> <TD>On 8th of September 2009, I watched as my grandson walked through the security checkpoint at Will Rogers World Airport in Oklahoma City. He was a proud Marine dressed in Marine Corps GÇ£AlphaGÇÖsGÇ¥. As he approached the checkpoint he was made to GÇ£DISGRACEGÇ¥ the uniform that he had fought so long to wear. He was made to remove his jacket, his shoes, his belt, his tie clasp, his dog-tags and then still be wand by the TSA personal. All the while, as I watched as 3 other members of the military in BDU walked through the metal detectors on the other side. Each setting off the alarms, and each not being searched as my grandson was. <BR><BR>I was appalled at the personal of the TSA. You say that they where doing their job. Then why didnGÇÖt they check the military personal in BDUGÇÖs ? Why didnGÇÖt they have to remove their boots, belts, and metal chevrons? Why do they disgrace the military uniform that all of our young men and women fight so hard to earn. Why does the TSA subject these young men and women of our military to this disgrace, when all they have to do is wand them during the normal screening, pat them down, they have nothing to hide. They have their military ID with them and military orders. Is that not enough, to say that other GÇ£GovernmentGÇ¥ has already screened them? They can go fight for GÇ£OurGÇ¥ freedom, Die for our freedom, but donGÇÖt wear their uniforms through our nationGÇÖs airports. <BR>If this is your policy, then you need to rethink your policy on our military in uniforms. Every American should be proud of our young men and women when they see them walk by in the airports. <BR><BR>Because of you ( TSA ) he may never wear his uniform again in the airports and this is BS. He is a proud US Marine.<BR><BR>I make this promise to you ( TSA ) . If my grandson comes home, he will travel back to his next duty station in his military uniform ( The Marine Corps does not travel in BDUGÇÖs ) . And if he is striped searched like he was this time, the TSA and Will Rogers Airport will be making the Nation News, because one Pissed Off Grandfather will be going to jail for Your Disgrace of the Marine Corps Uniform and any other service member in military uniform. <BR><BR>(b) (6) TD></TR></TBODY></TABLE></div> (b) (6) <BR>(b) (6) <BR><BR>------ TCC Control Number: ------<BR><<#375237-486694#>></body></html> END RECORD
CONTACT RECORD
EID: 51309984 Contact Type: Contact Date: 2009-09-10 15:07:19 Medium: EMAIL Contact Status: CLOSED Incident Date: Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: (b) (6) Subject: ISSUE, TSA Contact Us: Complaints Body: THIS GENERATED EMAIL HAS BEEN SENT FROM http://www.tsa.gov/contact/index.shtm -----------------------------------------------------------------------------------------------------------Remote Client IP: (b) (6) Date Time: 9/9/2009 10:54:42 PM ------------------------------------------------------------------------------------------------------------
Name: (b) (6) Email: (b) (6) Complaints:My Complaint is Not Listed Here Flight Info (If applicable. Enter Flight#/Airline/Terminal/Airport/Gate/Etc):I have a question, I am an airline employee, and I often go through the emloyee line as an employee with my dependents in tow. I have never had a problem at any airport, but at Will Rogers World, Oklahoma City, there is one particular TSA Agent, who tells me that I can go through the employee line, but my dependents cannot. If he is not there, me and my dependents go through the employee line. Do your website have anything that states that my dependents cannot follow me through the employee line? Comments:Thanks in advance for your response Agent Notes: Consumer Complaint BCC/CSM Response Consumer Complaint BCC/CSM Response, BCC OKC SHM/CSQIM (b) (6) at (b) (6) Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) 9/10/2009 3:07:19 PM(b) (6) 9/10/2009 3:09:28 PM, Last Update Date: Opening Agent: Opened Date: 9/10/2009 11:37:28 AM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, Airline: Subject Category: Inconsistent Screening- Different Practices Between Airports - Inconsistent Screening- Different Practices Between Airports Interaction Type: COMPLAINT Response Email: From: Prior Vendor To:(b) (6) Subject: Re: TSA Contact Us: Complaints <<#375626-487139#>>
Body: <html><head><style type="text/css">p {margin-bottom: 0; margin-top: 0;}</style></head><body bgcolor="#ffffff" style="background: #ffffff"> <font size="2"><div style="width:100%;word-wrap:break-word;font-family: Arial;color: #000000;"><P><FONT face=" Helvetica, sansserif,Arial" size=3>Thank you for your email message. We are sorry you were unhappy with your recent travel experience.</FONT> </P> <P><FONT size=3> </FONT> </P> <P><FONT face=" Helvetica, sans-serif,Arial" size=3>Because your complaint is regarding screening at OKC, we have forwarded a copy of your email to the Customer Service Manager at that airport. The Customer Service Manager is responsible for ensuring that the screener workforce adheres to TSA principles for professional processing.</FONT> </P> <P><FONT size=3> </FONT> </P> <P><FONT face=" Helvetica, sans-serif,Arial" size=3>We monitor the number and nature of complaints we receive to track trends and spot areas of concern that may require special attention. This ongoing process will enable us to ensure prompt, corrective action whenever we determine that security-screening policies need modification or specific employees or screener teams are the subjects of repeated complaints.</FONT> </P> <P><FONT size=3> </FONT> </P> <P><FONT face=" Helvetica, sans-serif,Arial" size=3>Please check the latest information at </FONT><A href="http://www.tsa.gov/" shape=rect><FONT face=" Helvetica, sans-serif,Arial" size=3>www.tsa.gov</FONT></A><FONT face=" Helvetica, sans-serif,Arial" size=3>.</FONT> </P> <P><FONT size=3> </FONT> </P> <P><FONT face=" Helvetica, sans-serif,Arial" size=3>TSA Contact Center</FONT><FONT face=" Helvetica, sans-serif,Arial" size=3><BR clear=none></FONT></P></div> </font><br /> <br><br><div>--- Original Message ---<BR>From: <(b) (6) ><BR>Received: 9/10/09 11:37:35 AM EDT<BR>To: "TSA Contact Center" <[email protected]><BR>Subject: TSA Contact Us: Complaints<BR><BR>THIS GENERATED EMAIL HAS BEEN SENT FROM http://www.tsa.gov/contact/index.shtm<BR>-----------------------------------------------------------------------------------------------------------<BR>Remote Client IP: (b) (6) <BR>Date Time: 9/9/2009 10:54:42 PM<BR>-----------------------------------------------------------------------------------------------------------<BR><BR> <TABLE style="WIDTH: 750px" cellSpacing=1 cellPadding=3 border=2> <TBODY> <TR> <TD style="FONT-WEIGHT: bold; VERTICAL-ALIGN: top; WIDTH: 200px; TEXT-ALIGN: right">Name:</TD> <TD>(b) (6) </TD></TR> <TR> <TD style="FONT-WEIGHT: bold; VERTICAL-ALIGN: top; WIDTH: 200px; TEXT-ALIGN: right">Email:</TD> <TD>(b) (6) </TD></TR> <TR> <TD style="FONT-WEIGHT: bold; VERTICAL-ALIGN: top; WIDTH: 200px; TEXT-ALIGN: right">Complaints:</TD> <TD>My Complaint is Not Listed Here</TD></TR> <TR> <TD style="FONT-WEIGHT: bold; VERTICAL-ALIGN: top; WIDTH: 200px; TEXT-ALIGN: right">Flight Info (If applicable. Enter Flight#/Airline/Terminal/Airport/Gate/Etc):</TD> <TD>I have a question, I am an airline employee, and I often go through the emloyee line as an employee with my dependents in tow. I have never had a problem at any airport, but at Will Rogers World, Oklahoma City, there is one particular TSA Agent, who tells me that I can go through the employee line, but my dependents cannot. If he is not there, me and my dependents go through the employee line. Do your website have anything that states that my dependents cannot follow me through the employee line?</TD></TR> <TR> <TD style="FONT-WEIGHT: bold; VERTICAL-ALIGN: top; WIDTH: 200px; TEXT-ALIGN: right">Comments:</TD> <TD>Thanks in advance for your response.</TD></TR></TBODY></TABLE></div> <BR><BR>------ TCC Control Number: ------<BR><<#375626-487139#>></body></html> END RECORD
CONTACT RECORD
EID: 51311198 Contact Type: Contact Date: 2009-09-11 12:56:55 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2009-09-10 12:00:00 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Items (Laptop) missing from checked bag@ OKC. Body: Agent Notes: Provided Lost and Found information to caller and SF-95 form offered. Provided Lost and Found information to caller and SF-95 form offered. NOI. Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) 9/11/2009 1:00:22 PM, Last Update Date: Opening Agent: Opened Date: 9/11/2009 12:56:55 PM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, DCA Washington, DC, USA - Ronald Reagan National Airport, DFW Dallas/Ft Worth, TX, USA - Dallas Ft Worth International, Airline: American Airlines -¬American Airlines -¬, Subject Category: Claim Form Requests - Missing items from Checked Baggage - Claim Form Requests - Missing items from Checked Baggage Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 51311470 Contact Type: Contact Date: 2009-09-11 14:52:29 Medium: EMAIL Contact Status: CLOSED Incident Date: Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: (b) (6) Subject: ISSUE, ISSUE, Travelers not respected Body: Monday, I flew SW airlines Flight #1142 out of OKC to St. Louis at 6:55 A.M... TSA went through my bags and destroyed the contents! By destroyed, I mean taking the clothes from my suitcase, all had been strapped down to prevent shifting, searching through and DUMPING the contents back in. My hard sample case was gone through as well and 2 gauges were broken and a box of promotional pocket knives disappeared. Total monetary loss was not much, less than $100.
The point of this is I would like to find out who did this and dump the contents of their home in the street and let THEM have to deal with the mess. I travel a good bit and understand the need for the TSA. I don't understand the apparent lack of respect for the public someone had.
(b) (6) (b) (6) (b) (6) (b) (6)
Agent Notes: General Complaint w/Claim Response General Complaint w/Claim Response, Retrieve Items, Merged 2 or more different responses to address the consumer's concerns. Deleted all paragraphs and sentences that would not assist in answering the consumer's concerns. Included JFK lost and found number in response. Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) 9/11/2009 2:52:29 PM,(b) (6) 9/11/2009 2:54:52 PM, Last Update Date: Opening Agent: Opened Date: 9/11/2009 11:12:01 AM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, STL St Louis, MO, USA - Lambert-St Louis Internatl, Airline: Southwest AirlinesSouthwest Airlines, Subject Category: Claim Form Requests - Missing items from Checked Baggage - Claim Form Requests - Missing items from Checked Baggage
Interaction Type: COMPLAINT Response Email: From: Prior Vendor To: (b) (6) Subject: Re: Travelers not respected <<#375996-487582#>> Body: <html><head><style type="text/css">p {margin-bottom: 0; margin-top: 0;}</style></head><body bgcolor="#ffffff" style="background: #ffffff"> <font size="2"><div style="width:100%;word-wrap:break-word;font-family: Arial;color: #000000;"><P><FONT size=3>Thank you for your e-mail concerning your travel experience. <BR clear=none> <BR clear=none>Enhanced security measures require that all checked baggage undergo some form of screening for prohibited items. Physical search of the luggage is required to clear every alarm. Transportation Security Administration (TSA) screeners should exercise great care during the screening process to ensure that passengers' belongings are returned and not damaged when a bag needs to be opened. We regret if these high standards were not met.</FONT> </P> <P> </P> <P><FONT face=" Helvetica, sans-serif,Arial" size=3>Each airport establishes procedures for handling lost and found items. TSA follows those procedures where they exist. The airports in those instances are responsible for holding and disposing items under applicable local laws. </FONT><FONT face=" Helvetica, sans-serif,Arial" size=3>In an airport where no policy exists, found articles are collected, stored, and disposed of under General Services Administration rules. TSA is unable to identify and return all items, but may be able to locate and return items on a case-by-case basis. </FONT><STRONG><FONT face=" Helvetica, sans-serif,Arial" size=3><EM>We suggest you contact the airport (OKC) at which your items were missing at 405-6803233.</EM></FONT></STRONG><FONT size=3><BR clear=none> <BR clear=none>We monitor the number and nature of complaints we receive to track trends and spot areas of concern that may require special attention. This ongoing process will enable us to ensure prompt, corrective action whenever we determine that security screening policies need modification or specific employees or screener teams are the subject of repeated complaints.<BR clear=none> <BR clear=none>TSA is responsible for reviewing all claims relating to the screening of passengers and their baggage. To protect your rights under federal law and to file a valid claim, you must send your claim in writing to TSA, stating the circumstances of the loss and the exact amount you are claiming (fair market value of lost or destroyed property, reasonable cost of repair for damaged property), within 2 years after your claim accrued. The claim must be signed by you or your authorized representative (e.g., an attorney or other personal representative with appropriate proof of authority). <BR clear=none> <BR clear=none>To file a claim, fill out the attached Standard Form 95 (claim form) in accordance with the instructions, and return it to the address in box #1. Please be sure to follow the instructions carefully, and to fill out the claim form completely. While use of the form is not mandatory, it will help you ensure that you meet the legal requirements for filing a claim. If you decide to file a claim, it will be processed in accordance with the Federal Tort Claims Act.<BR clear=none> <BR clear=none>Once the Claims Management Office has received your claim form, you will be sent a letter of acknowledgement and a claim number. You should keep the claim number for future reference when inquiring about your claim. TSA will try to resolve your claim as quickly as possible, but it may need time to make a further investigation of the facts. If TSA denies your claim, or has not finally resolved it within 6 months after you have filed it, you may have a right to bring your claim to court. <BR clear=none> <BR clear=none>You can also access claim forms online at the TSAGÇÖs Claims Management OfficeGÇÖs website at <A href="http://www.tsa.gov/travelers/customer/claims/index.shtm" shape=rect>www.tsa.gov/travelers/customer/claims/index.shtm</A>. This website also has information related to filing a claim, checking the status of a claim, and other claim-related issues. You can also access this website by clicking on the Claims Management Office link in the GÇ£Resource CenterGÇ¥ on TSAGÇÖs homepage at <A href="http://www.tsa.gov/" shape=rect>www.tsa.gov</A>. If you have additional questions related to the claims process, please contact the Claims Management Office at <A href="mailto:[email protected]" shape=rect>[email protected]</A>. </FONT></P> <P><FONT size=3> </FONT> </P> <P><FONT size=3>TSA Contact Center</FONT><BR clear=none></P></div> </font><br /> <br><br><div>--- Original Message ---<BR>From: (b) (6) ><BR>Received: 9/11/09 11:12:16 AM EDT<BR>To: "TSA Contact Center" <[email protected]><BR>Subject: Travelers not respected<BR><BR> <META content="Microsoft Word 11 (filtered medium)" name=Generator><?xml:namespace prefix = o ns = "urn:schemas-microsoftcom:office:office" /><o:SmartTagType name="City" namespaceuri="urn:schemas-microsoftcom:office:smarttags"></o:SmartTagType><o:SmartTagType name="place" namespaceuri="urn:schemas-microsoftcom:office:smarttags"></o:SmartTagType> <STYLE>st1\:*{behavior:url(#default#ieooui) }</STYLE> <STYLE><!-- /* Style Definitions */ p.MsoNormal, li.MsoNormal, div.MsoNormal{margin:0in;margin-bottom:.0001pt; font-size:12.0pt;font-family:"Times New Roman";}a:link, span.MsoHyperlink {color:blue;text-decoration:underline;}a:visited, span.MsoHyperlinkFollowed {color:purple;text-decoration:underline;}span.EmailStyle17 {mso-style-type:personal-compose;font-family:Arial;color:windowtext;} @page Section1{size:8.5in 11.0in;margin:1.0in 1.25in 1.0in 1.25in;} div.Section1{page:Section1;}--></STYLE>
<DIV class=Section1> <P class=MsoNormal><FONT face=Arial size=2><SPAN style="FONT-SIZE: 10pt; FONT-FAMILY: Arial">Monday, I flew SW airlines Flight #1142 out of OKC to <?xml:namespace prefix = st1 ns = "urn:schemas-microsoft-com:office:smarttags" /><st1:place w:st="on"><st1:City w:st="on">St. Louis</st1:City></st1:place> at 6:55 A.M... TSA went through my bags and destroyed the contents! By destroyed, I mean taking the clothes from my suitcase, all had been strapped down to prevent shifting, searching through and DUMPING the contents back in. My hard sample case was gone through as well and 2 gauges were broken and a box of promotional pocket knives disappeared. Total monetary loss was not much, less than $100. <o:p></o:p></SPAN></FONT></P> <P class=MsoNormal><FONT face=Arial size=2><SPAN style="FONT-SIZE: 10pt; FONT-FAMILY: Arial"><o:p> </o:p></SPAN></FONT></P> <P class=MsoNormal><FONT face=Arial size=2><SPAN style="FONT-SIZE: 10pt; FONT-FAMILY: Arial">The point of this is I would like to find out who did this and dump the contents of their home in the street and let THEM have to deal with the mess. I travel a good bit and understand the need for the TSA. I donGÇÖt understand the apparent lack of respect for the public someone had. <o:p></o:p></SPAN></FONT></P> <P class=MsoNormal><FONT face=Arial size=2><SPAN style="FONT-SIZE: 10pt; FONT-FAMILY: Arial"><o:p> </o:p></SPAN></FONT></P> <P class=MsoNormal><FONT face=Arial size=2><SPAN style="FONT-SIZE: 10pt; FONT-FAMILY: Arial"><o:p> </o:p></SPAN></FONT></P> <P class=MsoNormal><FONT face=Arial size=2><SPAN style="FONT-SIZE: 10pt; FONT-FAMILY: Arial">(b) (6) (b) (6) <o:p></o:p></SPAN></FONT></P> <P class=MsoNormal><FONT face=Arial size=2><SPAN style="FONT-SIZE: 10pt; FONT-FAMILY: Arial">(b) (6) (b) (6) <o:p></o:p></SPAN></FONT></P> <P class=MsoNormal><FONT face=Arial size=2><SPAN style="FONT-SIZE: 10pt; FONT-FAMILY: Arial"><A href="mailto:(b) (6) ">(b) (6) </A><o:p></o:p></SPAN></FONT></P> <P class=MsoNormal><FONT face=Arial size=2><SPAN style="FONT-SIZE: 10pt; FONT-FAMILY: Arial">(b) (6) <o:p></o:p></SPAN></FONT></P></DIV></div> <BR><BR>------ TCC Control Number: ------<BR><<#375996-487582#>></body></html> END RECORD
CONTACT RECORD
EID: 51312802 Contact Type: Contact Date: 2009-09-12 20:30:00 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2009-09-12 11:35:00 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: (b) (6) Contact Address 2: Contact City: (b) (6) Contact State: (b) (6) Contact Zip: (b) (6) Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Their son's graduation ring is missing from her husband's checked bag @ OKC. 09/13/2009 claim form was mailed., Body: Agent Notes: Provided Lost and Found information to caller and SF-95 form mailed on (09/13/2009) Provided Lost and Found information to caller and SF-95 form mailed on (09/13/2009) Calling on behalf of her husband, stated that there was a NOI found within his luggage, noted that their son's graduation ring is missing from the luggage, Caller asked if claim form is available on TSA website, Walked caller through website for claim form, Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) 9/12/2009 8:46:13 PM, Last Update Date: Opening Agent: Opened Date: 9/12/2009 8:30:00 PM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, DEN Denver, CO, USA - Denver International, Airline: United Airlines -¬United Airlines -¬, Subject Category: Claim Form Requests - Missing items from Checked Baggage - Claim Form Requests - Missing items from Checked Baggage Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 51312963 Contact Type: Contact Date: 2009-09-13 10:36:00 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2009-09-12 07:40:00 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: (b) (6) Contact Address 2: Contact City: (b) (6) Contact State: (b) (6) Contact Zip: (b) (6) Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Caller stated that his TSA approved lock was broken off of his luggage. Body: Agent Notes: Provided caller with the claims process. Mailed claims form to caller on 09/14/2009. Provided caller with the claims process. Mailed claims form to caller on 09/14/2009. NOI yes. Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) 9/13/2009 10:42:10 AM, Last Update Date: Opening Agent: Opened Date: 9/13/2009 10:36:00 AM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, PHX Phoenix, AZ, USA - Sky Harbor International Airport, SNA Santa Ana, CA, USA - John Wayne Airport, Airline: Southwest AirlinesSouthwest Airlines, Subject Category: TSA Accepted Locks - Missing or Damaged - TSA Accepted Locks - Missing or Damaged Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 51316179 Contact Type: Contact Date: 2009-09-15 16:42:09 Medium: EMAIL Contact Status: CLOSED Incident Date: Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: (b) (6) Subject: ISSUE, TSA Contact Us: Complaints Body: THIS GENERATED EMAIL HAS BEEN SENT FROM http://www.tsa.gov/contact/index.shtm -----------------------------------------------------------------------------------------------------------Remote Client IP: (b) (6) Date Time: 9/14/2009 6:43:48 PM ------------------------------------------------------------------------------------------------------------
Name: (b) (6) Email: (b) (6) Complaints:Discourteous/Rude Employee Flight Info (If applicable. Enter Flight#/Airline/Terminal/Airport/Gate/Etc):Flight#3184/Frontier/Will Rogers Airport/Oklahoma City/at the security checkpoint Comments:I was passing through the security checkpoint at the OKC airport with my 3 yr old daughter. There was a cup that I had just bought her that had a princess in a small amount of liquid at the bottom (which was later cleared to be taken through) The person puting items through the security said they may need to take the item or have it checked (which was not an option). My daughter asked why. In order to avoid a scene and without a good explaination for a 3yr old I told her "they have silly rules". The lady that was standing by the metal detector overheard this ((b) (6) ) and said "obviously you dont know anybody who died in the world trade center" and then said to the passenger behind me "i can't believe thats what shes teaching her children". Had this been any other setting I would have confronted her directly but knowing a confrontation would get me into trouble I pulled the supervisor aside and told him about the situation. He gave me a complaint card. I then had to explain to my 3yr old who is already apprehensive about flying that we are not going to die. Today is Sept 14th and already scary enough to fly without these comments. I also didnt appreciate the comment about my parenting from a lady who obviously has no idea how to speak in front of a 3 yr old. Other passengers approached my also in disbelief. This is one of the many reasons the airline industry is failing. You are treated like crap by the TSA employees and have to take the abuse in front of children in order to fly. I hope this lady if she continues with this organization is talked to or can get a job without contact with the public. I would like a call back regarding this matter. (b) (6) Agent Notes: Consumer Complaint BCC/CSM Response Consumer Complaint BCC/CSM Response, Fwd'd the email to the CSM at the OKC airport. (b) (6) Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) 9/15/2009 4:42:09 PM,(b) (6) 9/15/2009 4:43:33 PM, Last Update Date: Opening Agent: Opened Date: 9/14/2009 7:26:56 PM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, Airline: Frontier Airlines (present)Frontier Airlines (present),
Subject Category: Discourteous- Rude Employee - Discourteous- Rude Employee Interaction Type: COMPLAINT Response Email: From: Prior Vendor To: (b) (6) Subject: Re: TSA Contact Us: Complaints <<#377349-489147#>> Body: <html><head><style type="text/css">p {margin-bottom: 0; margin-top: 0;}</style></head><body bgcolor="#ffffff" style="background: #ffffff"> <font size="2"><div style="width:100%;word-wrap:break-word;font-family: Arial;color: #000000;"><P><FONT face=" Helvetica, sansserif,Arial">Thank you for your email message. We are sorry you were unhappy with your recent travel experience.</FONT> </P> <P> </P> <P><FONT face=" Helvetica, sans-serif,Arial">Because your complaint is regarding screening at OKC, we have forwarded a copy of your email to the Customer Service Manager at that airport. The Customer Service Manager is responsible for ensuring that the screener workforce adheres to TSA principles for professional processing.</FONT> </P> <P> </P> <P><FONT face=" Helvetica, sans-serif,Arial">We monitor the number and nature of complaints we receive to track trends and spot areas of concern that may require special attention. This ongoing process will enable us to ensure prompt, corrective action whenever we determine that security-screening policies need modification or specific employees or screener teams are the subjects of repeated complaints.</FONT> </P> <P> </P> <P><FONT face=" Helvetica, sans-serif,Arial">Again, the TSA offers sincere apologies for the discomfort you experienced while traveling and encourage you to check the latest information at </FONT><FONT face=" Helvetica, sans-serif,Arial"><A href="http://www.tsa.gov/" shape=rect>www.tsa.gov</A></FONT><FONT face=" Helvetica, sans-serif,Arial">.</FONT> </P> <P> </P> <P><FONT face=" Helvetica, sans-serif,Arial">TSA Contact Center</FONT><FONT face=" Helvetica, sans-serif,Arial"><BR clear=none></FONT></P></div> </font><br /> <br><br><div>--- Original Message ---<BR>From: <(b) (6) ><BR>Received: 9/14/09 7:25:24 PM EDT<BR>To: "TSA Contact Center" <[email protected]><BR>Subject: TSA Contact Us: Complaints<BR><BR>THIS GENERATED EMAIL HAS BEEN SENT FROM http://www.tsa.gov/contact/index.shtm<BR>-----------------------------------------------------------------------------------------------------------<BR>Remote Client IP: (b) (6) <BR>Date Time: 9/14/2009 6:43:48 PM<BR>-----------------------------------------------------------------------------------------------------------<BR><BR> <TABLE style="WIDTH: 750px" cellSpacing=1 cellPadding=3 border=2> <TBODY> <TR> <TD style="FONT-WEIGHT: bold; VERTICAL-ALIGN: top; WIDTH: 200px; TEXT-ALIGN: right">Name:</TD> <TD>(b) (6) </TD></TR> <TR> <TD style="FONT-WEIGHT: bold; VERTICAL-ALIGN: top; WIDTH: 200px; TEXT-ALIGN: right">Email:</TD> <TD>(b) (6) </TD></TR> <TR> <TD style="FONT-WEIGHT: bold; VERTICAL-ALIGN: top; WIDTH: 200px; TEXT-ALIGN: right">Complaints:</TD> <TD>Discourteous/Rude Employee</TD></TR> <TR> <TD style="FONT-WEIGHT: bold; VERTICAL-ALIGN: top; WIDTH: 200px; TEXT-ALIGN: right">Flight Info (If applicable. Enter Flight#/Airline/Terminal/Airport/Gate/Etc):</TD> <TD>Flight#3184/Frontier/Will Rogers Airport/Oklahoma City/at the security checkpoint</TD></TR> <TR> <TD style="FONT-WEIGHT: bold; VERTICAL-ALIGN: top; WIDTH: 200px; TEXT-ALIGN: right">Comments:</TD> <TD>I was passing through the security checkpoint at the OKC airport with my 3 yr old daughter. There was a cup that I had just bought her that had a princess in a small amount of liquid at the bottom (which was later cleared to be taken through) The person puting items through the security said they may need to take the item or have it checked (which was not an option). My daughter asked why. In order to avoid a scene and without a good explaination for a 3yr old I told her "they have silly rules". The lady that was standing by the metal detector overheard this ((b) (6) ) and said "obviously you dont know anybody who died in the world trade center" and then said to the passenger behind me "i can't believe thats what shes teaching her children". Had this been any other setting I would have confronted her directly but knowing a confrontation would get me into trouble I pulled the supervisor aside and told him about the situation. He gave me a complaint card. I then had to explain to my 3yr old who is already apprehensive about flying that we are not going to die. Today is Sept 14th and already scary enough to fly without these comments. I also didnt appreciate the comment about my parenting from a lady who obviously has no idea how to speak in front of a 3 yr old. Other passengers approached my also in disbelief. This is one of the many reasons the airline industry is failing. You are treated like crap by the TSA employees and have to take the abuse in front of children in order to fly. I hope this lady if she continues with this organization is talked to or can get a job without contact with the public. I would like a call back regarding this matter. (b) (6) </TD></TR></TBODY></TABLE></div> <BR><BR>------ TCC Control Number: ------<BR><<#377349-489147#>></body></html>
END RECORD
CONTACT RECORD
EID: 51318322 Contact Type: Contact Date: 2009-09-17 09:30:17 Medium: TELEPHONE Contact Status: CLOSED Incident Date: Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Caller stated that he called TCC previously regarding a pack of DVD's being missing from his luggage, Event ID300123150220090806. Caller is looking to find out whether or not the items were possibly in the lost and found. Caller stated that he was provided with the lost and found number for his arriving destination, ANC. Body: Agent Notes: Provided caller with the phone number to the TSA lost and found at OKC. Provided caller with the phone number to the TSA lost and found at OKC. NOI was located in luggage
Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Opening Agent: Opened Date: 9/17/2009 9:30:17 AM Linked Event IDs:
9/17/2009 9:35:23 AM,
Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, Airline: Subject Category: Lost and Found- TSA - Lost and Found- TSA Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 51321648 Contact Type: Contact Date: 2009-09-19 19:49:55 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2009-09-07 06:45:00 Contact Prefix: Ms. Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: (b) (6) Contact Address 2: Contact City: (b) (6) Contact State: (b) (6) Contact Zip: (b) (6) Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Items (jewelry box) missing from checked bag @ OKC. Body: Agent Notes: Provided Lost and Found information to caller and SF-95 form mailed on (9/20/2009). Provided Lost and Found information to caller and SF-95 form mailed on (9/20/2009). There was no NOI. Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) 9/19/2009 7:56:27 PM, Last Update Date: Opening Agent: Opened Date: 9/19/2009 7:49:55 PM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, Airline: Southwest AirlinesSouthwest Airlines, Subject Category: Claim Form Requests - Missing items from Checked Baggage - Claim Form Requests - Missing items from Checked Baggage Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 51321813 Contact Type: Contact Date: 2009-09-20 11:06:13 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2009-09-19 05:30:00 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Items (shoes) missing from checked bag@ OKC. Body: Agent Notes: Provided Lost and Found information to caller and walked caller thru website. Provided Lost and Found information to caller and walked caller thru website. NOI inside bag. Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) 9/20/2009 11:09:20 AM, Last Update Date: Opening Agent: Opened Date: 9/20/2009 11:06:13 AM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, Airline: Delta Air Lines -¬Delta Air Lines -¬, Subject Category: Claim Form Requests - Missing items from Checked Baggage - Claim Form Requests - Missing items from Checked Baggage Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 51323793 Contact Type: Contact Date: 2009-09-21 18:22:04 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2009-09-21 10:30:00 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Items (Reading glasses) missing from checked bag@ OKC. Body: Agent Notes: Provided Lost and Found information to caller and SF-95 form offered. Provided Lost and Found information to caller and SF-95 form offered. Caller is an attorney. NOI. 1052 T4 was on the NOI. Follow Up: (b) (6) wanted to file a complaint that his reading glasses were repacked in his luggage underneath his briefcase with legal documents and his glasses were crushed. (b) (6) is an attorney and has a very important hearing today which he needed those glasses for. (b) (6) did not wantto file a cliam but he wanted to file a complaint. To TSOC Date: From TSOC Date: Last Updated By: (b) (6) 9/21/2009 6:26:23 PM,(b) (6) 9/21/2009 6:26:36 PM,(b) (6) 9/22/2009 9:56:16 AM, Last Update Date: Opening Agent: Opened Date: 9/21/2009 6:22:04 PM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, STL St Louis, MO, USA - Lambert-St Louis Internatl, Airline: American Airlines -¬American Airlines -¬, Subject Category: Claim Form Requests - Missing items from Checked Baggage - Claim Form Requests - Missing items from Checked Baggage Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 51325352 Contact Type: Contact Date: 2009-09-22 19:15:35 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2009-09-11 17:00:00 Contact Prefix: (b) (6) Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Items (trimmer, shoes) missing from checked bag @ OKC. Body: Agent Notes: Provided Lost and Found information to caller and walked caller through the website. Provided Lost and Found information to caller and walked caller through the website. There was a NOI. Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) 9/22/2009 7:20:22 PM, Last Update Date: Opening Agent: Opened Date: 9/22/2009 7:15:35 PM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, Airline: Southwest AirlinesSouthwest Airlines, Subject Category: Claim Form Requests - Missing items from Checked Baggage - Claim Form Requests - Missing items from Checked Baggage Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 51331378 Contact Type: Contact Date: 2009-09-27 21:55:33 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2009-09-25 13:15:00 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Item (Laptop) was damaged in her checked bag @ (OKC). Body: Agent Notes: I provided caller with information on the claims process, and advised how to submit a SF-95 claim form from the internet. I provided caller with information on the claims process, and advised how to submit a SF-95 claim form from the internet. Caller does not have a NOI inside of her bag. Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) 9/27/2009 10:04:40 PM, Last Update Date: Opening Agent: Opened Date: 9/27/2009 9:55:33 PM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, ATL Atlanta, GA, USA - Hartsfield International, Airline: Delta Air Lines -¬Delta Air Lines -¬, Subject Category: Claim Form Requests-Checked Bag - Claim Form Requests-Checked Bag Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 51338051 Contact Type: Contact Date: 2009-10-02 16:26:11 Medium: TELEPHONE Contact Status: CLOSED Incident Date: Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Caller states they want to file a complaint about the service they received on an airline. , Body: Agent Notes: Advised caller to contact ACPD and provided phone number Advised caller to contact ACPD and provided phone number Caller requested to speak with a supervisor concerning security on her recent flight, caller stated that instead of the airline personnel checking their passes they had travelers calling out their airline seats, she noted that a traveler in front of her called out her seat number, so during the flight the caller questioned the airline representatives as to why there was two people assigned to one seat, she noted that prior to taking off it turned out that the traveler was on the wrong flight, meaning that there was 1 extra person that wasn't held accountable onboard the plane, Caller requested the number to the FAA dept, Provided the contact # for FAA, Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) 10/2/2009 4:42:28 PM, Last Update Date: Opening Agent: Opened Date: 10/2/2009 4:26:11 PM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, Airline: United Airlines -¬United Airlines -¬, Subject Category: Airline- Service Complaints - Airline- Service Complaints Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 51338301 Contact Type: Contact Date: 2009-10-02 18:58:58 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2009-10-02 12:15:00 Contact Prefix: (b) (6) Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Checked baggage damaged in checked bag @ (OKC). Body: Agent Notes: Provided caller with information on the claims process, and advised caller how to obtain SF-95 form online. Provided caller with information on the claims process, and advised caller how to obtain SF-95 form online. N.O.I present. Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) 10/2/2009 7:02:19 PM, Last Update Date: Opening Agent: Opened Date: 10/2/2009 6:58:58 PM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, Airline: American Airlines -¬American Airlines -¬, Subject Category: Claim Form Requests-Checked Bag - Claim Form Requests-Checked Bag Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 51339070 Contact Type: Contact Date: 2009-10-03 18:39:32 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2009-09-29 07:00:00 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: (b) (6) Contact Address 2: Contact City: (b) (6) Contact State: (b) (6) Contact Zip: (b) (6) Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Laptop is missing from her checked bag@ OKC. 10/04/2009 claim form was mailed., Body: Agent Notes: Provided Lost and Found information to caller and SF-95 form mailed on (10/04/2009) Provided Lost and Found information to caller and SF-95 form mailed on (10/04/2009) Caller stated that he laptop is missing from her luggage, noted that there was a NOI found within her luggage, Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) 10/3/2009 6:49:06 PM, Last Update Date: Opening Agent: Opened Date: 10/3/2009 6:39:32 PM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, MCO Orlando, FL, USA - Orlando International Airport, Airline: American Airlines -¬American Airlines -¬, Subject Category: Claim Form Requests - Missing items from Checked Baggage - Claim Form Requests - Missing items from Checked Baggage Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 51339770 Contact Type: Contact Date: 2009-10-04 15:21:52 Medium: TELEPHONE Contact Status: CLOSED Incident Date: Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Caller stated that she wanted to double check and make sure that her laptop was not turned in. Body: Agent Notes: Provided Lost and Found information. Provided Lost and Found information. Second time calling into the TCC about missing laptop. Was provided claims information on previous call. Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) 10/4/2009 3:25:57 PM,(b) (6) 10/27/2009 11:07:59 AM, Last Update Date: Opening Agent: Opened Date: 10/4/2009 3:21:52 PM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, Airline: American Airlines -¬American Airlines -¬, Subject Category: Claim Form Requests - Missing items from Checked Baggage - Claim Form Requests - Missing items from Checked Baggage Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 51345282 Contact Type: Contact Date: 2009-10-08 13:26:27 Medium: EMAIL Contact Status: CLOSED Incident Date: Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: (b) (6) Subject: ISSUE, ISSUE, TSA Contact Us: Complaints Body: THIS GENERATED EMAIL HAS BEEN SENT FROM http://www.tsa.gov/contact/index.shtm -----------------------------------------------------------------------------------------------------------Remote Client IP: (b) (6) Date Time: 10/7/2009 12:16:34 PM ------------------------------------------------------------------------------------------------------------
Name: (b) (6) Email: (b) (6) Complaints:TSA Accepted Locks - Missing or Damaged Flight Info (If applicable. Enter Flight#/Airline/Terminal/Airport/Gate/Etc):flight # 1740 American Airlines in OKC Will Rogers International. Comments:Upon arriving at my destination I discovered that a zipper containing a TSA approved lock had been torn off along with the zipper tab. I locked the lock without it be in use to secure the zipper. Inspector could access the suitcase by just unzipping it. Also my fingernail file case in the suitcase was dumped and the fingernail clipper was broken Agent Notes: General Complaint w/Claim Response General Complaint w/Claim Response, MISSING TSA LOCKS RESPONSE, Merged 2 or more different responses to address the consumer's concerns. Deleted all paragraphs and sentences that would not assist in answering the consumer's concerns. Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) 10/8/2009 1:26:27 PM,(b) (6) 10/8/2009 1:28:44 PM, Last Update Date: Opening Agent: Opened Date: 10/7/2009 1:15:54 PM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, Airline: American Airlines -¬American Airlines -¬, Subject Category: TSA Accepted Locks - Missing or Damaged - TSA Accepted Locks - Missing or Damaged Interaction Type: COMPLAINT Response Email: From: Prior Vendor To: (b) (6) Subject: Re: TSA Contact Us: Complaints <<#385892-499042#>> Body: <html><head><style type="text/css">p {margin-bottom: 0; margin-top: 0;}</style></head><body bgcolor="#ffffff" style="background:
#ffffff"> <font size="2"><div style="width:100%;word-wrap:break-word;font-family: Arial;color: #000000;"><P><FONT size=3>Thank you for your e-mail concerning your travel experience. <BR clear=none> <BR clear=none>Enhanced security measures require that all checked baggage undergo some form of screening for prohibited items. Physical search of the luggage is required to clear every alarm. Transportation Security Administration (TSA) screeners should exercise great care during the screening process to ensure that passengers' belongings are returned and not damaged when a bag needs to be opened. We regret if these high standards were not met.<BR clear=none> <BR clear=none>We monitor the number and nature of complaints we receive to track trends and spot areas of concern that may require special attention. This ongoing process will enable us to ensure prompt, corrective action whenever we determine that security screening policies need modification or specific employees or screener teams are the subject of repeated complaints.<BR clear=none> <BR clear=none></FONT><SPAN><FONT face=Arial,sans-serif color=black size=3>If you like, you<B> </B></FONT></SPAN><FONT face=Arial,sans-serif color=black size=3><SPAN>may wish to file a claim for your TSArecognized locks and damaged items by completing the attached Standard Form 95 (claim form).</SPAN><SPAN> </SPAN></FONT><FONT size=3>TSA is responsible for reviewing all claims relating to the screening of passengers and their baggage. To protect your rights under federal law and to file a valid claim, you must send your claim in writing to TSA, stating the circumstances of the loss and the exact amount you are claiming (fair market value of lost or destroyed property, reasonable cost of repair for damaged property), within 2 years after your claim accrued. The claim must be signed by you or your authorized representative (e.g., an attorney or other personal representative with appropriate proof of authority). <BR clear=none> <BR clear=none>To file a claim, fill out the attached Standard Form 95 (claim form) in accordance with the instructions, and return it to the address in box #1. Please be sure to follow the instructions carefully, and to fill out the claim form completely. While use of the form is not mandatory, it will help you ensure that you meet the legal requirements for filing a claim. If you decide to file a claim, it will be processed in accordance with the Federal Tort Claims Act.<BR clear=none> <BR clear=none>Once the Claims Management Office has received your claim form, you will be sent a letter of acknowledgement and a claim number. You should keep the claim number for future reference when inquiring about your claim. TSA will try to resolve your claim as quickly as possible, but it may need time to make a further investigation of the facts. If TSA denies your claim, or has not finally resolved it within 6 months after you have filed it, you may have a right to bring your claim to court. <BR clear=none> <BR clear=none>You can also access claim forms online at the TSAGÇÖs Claims Management OfficeGÇÖs website at <A href="http://www.tsa.gov/travelers/customer/claims/index.shtm" shape=rect>www.tsa.gov/travelers/customer/claims/index.shtm</A>. This website also has information related to filing a claim, checking the status of a claim, and other claim-related issues. You can also access this website by clicking on the Claims Management Office link in the GÇ£Resource CenterGÇ¥ on TSAGÇÖs homepage at <A href="http://www.tsa.gov/" shape=rect>www.tsa.gov</A>. If you have additional questions related to the claims process, please contact the Claims Management Office at <A href="mailto:[email protected]" shape=rect>[email protected]</A>. </FONT></P> <P><FONT size=3> </FONT> </P> <P><FONT size=3>TSA Contact Center<BR clear=none></FONT></P></div> </font><br /> <br><br><div>--- Original Message ---<BR>From: <(b) (6) ><BR>Received: 10/7/09 1:15:52 PM EDT<BR>To: "TSA Contact Center" <[email protected]><BR>Subject: TSA Contact Us: Complaints<BR><BR>THIS GENERATED EMAIL HAS BEEN SENT FROM http://www.tsa.gov/contact/index.shtm<BR>-----------------------------------------------------------------------------------------------------------<BR>Remote Client IP: (b) (6) <BR>Date Time: 10/7/2009 12:16:34 PM<BR>-----------------------------------------------------------------------------------------------------------<BR><BR> <TABLE style="WIDTH: 750px" cellSpacing=1 cellPadding=3 border=2> <TBODY> <TR> <TD style="FONT-WEIGHT: bold; VERTICAL-ALIGN: top; WIDTH: 200px; TEXT-ALIGN: right">Name:</TD> <TD>(b) (6) </TD></TR> <TR> <TD style="FONT-WEIGHT: bold; VERTICAL-ALIGN: top; WIDTH: 200px; TEXT-ALIGN: right">Email:</TD> <TD>(b) (6) </TD></TR> <TR> <TD style="FONT-WEIGHT: bold; VERTICAL-ALIGN: top; WIDTH: 200px; TEXT-ALIGN: right">Complaints:</TD> <TD>TSA Accepted Locks - Missing or Damaged</TD></TR> <TR> <TD style="FONT-WEIGHT: bold; VERTICAL-ALIGN: top; WIDTH: 200px; TEXT-ALIGN: right">Flight Info (If applicable. Enter Flight#/Airline/Terminal/Airport/Gate/Etc):</TD> <TD>flight # 1740 American Airlines in OKC Will Rogers International.</TD></TR> <TR> <TD style="FONT-WEIGHT: bold; VERTICAL-ALIGN: top; WIDTH: 200px; TEXT-ALIGN: right">Comments:</TD> <TD>Upon arriving at my destination I discovered that a zipper containing a TSA approved lock had been torn off along with the zipper tab. I locked the lock without it be in use to secure the zipper. Inspector could access the suitcase by just unzipping it. Also my fingernail file case in the suitcase was dumped and the fingernail clipper was broken.</TD></TR></TBODY></TABLE></div> <BR><BR>------ TCC Control Number: ------<BR><<#385892-499042#>></body></html> END RECORD
CONTACT RECORD
EID: 51345594 Contact Type: Contact Date: 2009-10-08 16:08:27 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2009-09-30 06:30:00 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Items (a deck of cards) missing from checked bag @ OKC. NOI inside luggage. Body: Agent Notes: Caller stated that he only wanted to file a complaint, and did not wish to file a claim. Caller stated that he only wanted to file a complaint, and did not wish to file a claim. Caller did not provide a contact number. Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) 10/8/2009 4:12:22 PM, Last Update Date: Opening Agent: Opened Date: 10/8/2009 4:08:27 PM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, Airline: American Airlines -¬American Airlines -¬, Subject Category: Claim Form Requests - Missing items from Checked Baggage - Claim Form Requests - Missing items from Checked Baggage Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 51346300 Contact Type: Contact Date: 2009-10-09 10:15:22 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2009-10-09 05:15:00 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Caller wanted to report that items were not re-packed properly in checked luggage after screening at OKC. Body: Agent Notes: Advised caller we would note issue, and an FYI will be sent to the CSM at that airport who oversees the screening operation. Advised caller we would note issue, and an FYI will be sent to the CSM at that airport who oversees the screening operation. Follow Up: Caller said that his checked bag was inpsected and there was a NOI in the bag. Caller said that his items were not replaced properly. Caller wants ths screeners to put passengers items back in a neat manner so that the bag is not disarray. To TSOC Date: From TSOC Date: Last Updated By: (b) (6) 10/9/2009 10:18:48 AM,(b) (6) 10/9/2009 10:18:55 AM,(b) (6) 12/1/2009 4:32:47 PM, Last Update Date: Opening Agent: Opened Date: 10/9/2009 10:15:22 AM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, Airline: Northwest Airlines -¬Northwest Airlines -¬, Subject Category: Mishandling of Passengers Property - Disarrayed Carry-on/Checked Baggage - Mishandling of Passengers Property Disarrayed Carry-on/Checked Baggage Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 51350692 Contact Type: Contact Date: 2009-10-13 11:30:45 Medium: EMAIL Contact Status: CLOSED Incident Date: Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: (b) (6) Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: (b) (6) Subject: ISSUE, ISSUE, TSA Contact Us: Complaints Body: THIS GENERATED EMAIL HAS BEEN SENT FROM http://www.tsa.gov/contact/index.shtm -----------------------------------------------------------------------------------------------------------Remote Client IP: (b) (6) Date Time: 10/11/2009 9:38:10 PM ------------------------------------------------------------------------------------------------------------
Name: (b) (6) Email: (b) (6) Complaints:Damaged or Missing items in Checked or Carry-on Baggage Flight Info (If applicable. Enter Flight#/Airline/Terminal/Airport/Gate/Etc):October 11th 2009 Originated from Oklahoma City, Oklahoma. 1230-American Airlines Flight AA4305 to Chicago O'Hare International Airport. Connecting Flight in Chicago. 1700-United Airlines Flight UA5909 to Omaha, Nebraska Comments:I checked my two deployment bags in OKC for my trip to chicago then onto my destination in Omaha. The larger of the two bags contained uniforms, personal clothing items, shampoo, PRESCRIPTION MEDICATION, and some individual packets of drink mixes. Upon arrival in Omaha, the small bag appeared to be fine, but my larger bag arrived in a black plastic tray with a few of my items loose in the tray and was wrapped in a Clear plastic bag with UNITED printed on it. Upon further inspection, I realized that the following items were missing from my bag: Full 90 day supply of my prescription medication of Celexa 20mg, A package of pads that also had some tampons in it, a clear bag that contained my drink mixes, shampoo, conditioner and body wash, were individually bagged and sealed so they would not bust open and leak on things. I leave for overseas on my deployment TOMORROW! 12 October 2009 at 0600 in the morning. Thanks for supporting the troops. This is what we serve for. My biggest issue is the prescription. I need that, and now I don't know if I will be able to get it down range. If the issue was the shampoo bottles being sealed and bagged, isn't that what X-ray machines are for? and all those other fancy machines we have these days that detect stuff. I want to thank you for making this deployment more stressful then it already is Agent Notes: Retrieve Items & Claims Response Retrieve Items & Claims Response, Consumer Complaint BCC/CSM Response, Merged 2 or more different responses to address the consumer's concerns. Deleted all paragraphs and sentences that would not assist in answering the consumer's concerns. BCC OKC SHM/CSQIM (b) (6) Included OKC lost and found number in response. Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) 10/13/2009 11:30:45 AM,(b) (6) 10/13/2009 11:34:33 AM, Last Update Date: Opening Agent: Opened Date: 10/12/2009 12:35:04 PM Linked Event IDs: Responses: Response
Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, ORD Chicago, IL, USA - O'hare International Airport, OMA Omaha, NE, USA - Eppley Airfield, Airline: American Airlines -¬American Airlines -¬, United Airlines -¬, Subject Category: Claim Form Requests - Missing items from Checked Baggage - Claim Form Requests - Missing items from Checked Baggage Interaction Type: COMPLAINT Response Email: From: Prior Vendor To: (b) (6) Subject: Re: TSA Contact Us: Complaints <<#387436-500794#>> Body: <html><head><style type="text/css">p {margin-bottom: 0; margin-top: 0;}</style></head><body bgcolor="#ffffff" style="background: #ffffff"> <font size="2"><div style="width:100%;word-wrap:break-word;font-family: Arial;color: #000000;"><P><FONT size=3>Thank you for your email message regarding the retrieval of missing items. </FONT></P> <P> </P> <P><FONT size=3>Each airport establishes procedures for handling lost and found items. The Transportation Security Administration (TSA) follows those procedures where they exist. The airports in those instances are responsible for holding and disposing items under applicable local laws. In an airport where no policy exists, found articles are collected, stored, and disposed of under General Services Administration rules. TSA is unable to identify and return all items, but may be able to locate and return items on a case-by-case basis. <EM><STRONG>We suggest you contact the airport (OKC) where your items were missing at (b) (6) .</STRONG></EM></FONT> </P> <P> </P> <P><FONT size=3>We have also forwarded a copy of your email to the Customer Service Manager at OKC airport. The Customer Service Manager is responsible for ensuring that the screener workforce adheres to TSA principles for professional processing.<BR clear=none> <BR clear=none>We work very hard to achieve consistency in the security processes. As we inspect screening operations at airports and receive feedback from the traveling public, we address inconsistencies and ensure corrective actions are taken, when necessary. We will continue to do all that we can to inspect screening operations and provide written procedures and training to specify how the process is to be applied.<BR clear=none> <BR clear=none>To file a claim, fill out the attached Standard Form 95 (claim form) in accordance with the instructions, and return it to the address in box #1. Please be sure to follow the instructions carefully, and to fill out the claim form completely. While use of the form is not mandatory, it will help you ensure that you meet the legal requirements for filing a claim. If you decide to file a claim, it will be processed in accordance with the Federal Tort Claims Act.<BR clear=none> <BR clear=none>Once the Claims Management Office has received your claim form, you will be sent a letter of acknowledgement and a claim number. You should keep the claim number for future reference when inquiring about your claim. TSA will try to resolve your claim as quickly as possible, but it may need time to make a further investigation of the facts. If TSA denies your claim, or has not finally resolved it within 6 months after you have filed it, you may have a right to bring your claim to court. <BR clear=none> <BR clear=none>You can also access claim forms online at the TSAGÇÖs Claims Management OfficeGÇÖs website at <A href="http://www.tsa.gov/travelers/customer/claims/index.shtm" shape=rect>www.tsa.gov/travelers/customer/claims/index.shtm</A>. This website also has information related to filing a claim, checking the status of a claim, and other claim-related issues. You can also access this website by clicking on the Claims Management Office link in the GÇ£Resource CenterGÇ¥ on TSAGÇÖs homepage at <A href="http://www.tsa.gov/" shape=rect>www.tsa.gov</A>. If you have additional questions related to the claims process, please contact the Claims Management Office at <A href="mailto:[email protected]" shape=rect>[email protected]</A>. <BR clear=none> <BR clear=none>TSA Contact Center</FONT><BR clear=none></P></div> </font><br /> <br><br><div>--- Original Message ---<BR>From: <(b) (6) ><BR>Received: 10/12/09 12:35:04 PM EDT<BR>To: "TSA Contact Center" <[email protected]><BR>Subject: TSA Contact Us: Complaints<BR><BR>THIS GENERATED EMAIL HAS BEEN SENT FROM http://www.tsa.gov/contact/index.shtm<BR>-----------------------------------------------------------------------------------------------------------<BR>Remote Client IP: (b) (6) <BR>Date Time: 10/11/2009 9:38:10 PM<BR>-----------------------------------------------------------------------------------------------------------<BR><BR> <TABLE style="WIDTH: 750px" cellSpacing=1 cellPadding=3 border=2> <TBODY> <TR> <TD style="FONT-WEIGHT: bold; VERTICAL-ALIGN: top; WIDTH: 200px; TEXT-ALIGN: right">Name:</TD> <TD>(b) (6) </TD></TR> <TR> <TD style="FONT-WEIGHT: bold; VERTICAL-ALIGN: top; WIDTH: 200px; TEXT-ALIGN: right">Email:</TD> <TD>(b) (6) </TD></TR> <TR> <TD style="FONT-WEIGHT: bold; VERTICAL-ALIGN: top; WIDTH: 200px; TEXT-ALIGN: right">Complaints:</TD> <TD>Damaged or Missing items in Checked or Carry-on Baggage</TD></TR> <TR> <TD style="FONT-WEIGHT: bold; VERTICAL-ALIGN: top; WIDTH: 200px; TEXT-ALIGN: right">Flight Info (If applicable. Enter Flight#/Airline/Terminal/Airport/Gate/Etc):</TD>
<TD>October 11th 2009<BR>Originated from Oklahoma City, Oklahoma. 1230-American Airlines Flight AA4305 to Chicago O'Hare International Airport. <BR>Connecting Flight in Chicago.<BR>1700-United Airlines Flight UA5909 to Omaha, Nebraska</TD></TR> <TR> <TD style="FONT-WEIGHT: bold; VERTICAL-ALIGN: top; WIDTH: 200px; TEXT-ALIGN: right">Comments:</TD> <TD>I checked my two deployment bags in OKC for my trip to chicago then onto my destination in Omaha. The larger of the two bags contained uniforms, personal clothing items, shampoo, PRESCRIPTION MEDICATION, and some individual packets of drink mixes. Upon arrival in Omaha, the small bag appeared to be fine, but my larger bag arrived in a black plastic tray with a few of my items loose in the tray and was wrapped in a Clear plastic bag with UNITED printed on it. Upon further inspection, I realized that the following items were missing from my bag: Full 90 day supply of my prescription medication of Celexa 20mg, A package of pads that also had some tampons in it, a clear bag that contained my drink mixes, shampoo, conditioner and body wash, were individually bagged and sealed so they would not bust open and leak on things. I leave for overseas on my deployment TOMORROW! 12 October 2009 at 0600 in the morning. Thanks for supporting the troops. This is what we serve for. My biggest issue is the prescription. I need that, and now I don't know if I will be able to get it down range. If the issue was the shampoo bottles being sealed and bagged, isn't that what X-ray machines are for? and all those other fancy machines we have these days that detect stuff. I want to thank you for making this deployment more stressful then it already is.</TD></TR></TBODY></TABLE></div> <BR><BR>------ TCC Control Number: ------<BR><<#387436-500794#>></body></html> END RECORD
CONTACT RECORD
EID: 51356066 Contact Type: Contact Date: 2009-10-16 17:19:00 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2009-10-16 07:00:00 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Items (shirts) missing from checked bag@ OKC Body: Agent Notes: Provided Lost and Found information to caller and provided website for claim form. Provided Lost and Found information to caller and provided website for claim form. Caller found NOI Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) 10/16/2009 5:27:00 PM,(b) (6) 10/16/2009 8:17:10 PM, Last Update Date: Opening Agent: Opened Date: 10/16/2009 5:19:00 PM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, SFO San Francisco, CA, USA - San Francisco Intl Airport, Airline: Southwest AirlinesSouthwest Airlines, Subject Category: Claim Form Requests - Missing items from Checked Baggage - Claim Form Requests - Missing items from Checked Baggage Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 51356117 Contact Type: Contact Date: 2009-10-16 18:00:01 Medium: EMAIL Contact Status: CLOSED Incident Date: 2009-10-13 00:00:00 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: Unknown Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: (b) (6) Subject: ISSUE, baggage inspection Body: Flight Oklahoma City (DL 5256) via Atlanta to Zuerich (DL 66) Switzerland - on 13 oct 2009 Dear TSA-team Some of your teams has inspected my checked luggage between OK City - Atlanta - Zuerich accordingly the notice I found. This is very OK for me as so you can help to guarantee most of possible and hopeful security on flights. Not OK and very disturbing is as follows: I bought in the USA a very good houshold-cleaner that my (Swiss) daughter (married to an American) recommended. We put it in a plastic bag and controlled all the closures. When I opened the luggage all the liquid was run out and all the clothes were wettend and the laptop-case too (happy that the LAPTOP ITSELF WAS NOT)!! Of course I understand that the liquid in this bottle had to be conrolled. BUT: why not close it again for shure? The screw cap of the bottle was open!!! I want to let you know that fact because I'm very very unhappy about the handling of your team.
(b) (6) (b) (6) (b) (6) (b) (6)
Agent Notes: General Complaint w/Claim Response General Complaint w/Claim Response, Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) 10/16/2009 6:00:01 PM,(b) (6) 10/16/2009 6:01:13 PM, Last Update Date: Opening Agent: Opened Date: 10/15/2009 7:52:21 PM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, ATL Atlanta, GA, USA - Hartsfield International, ZRH Zurich, Switzerland - Zurich, Airline: Subject Category: Mishandling of Passengers Property - Disarrayed Carry-on/Checked Baggage - Mishandling of Passengers Property Disarrayed Carry-on/Checked Baggage Interaction Type: COMPLAINT
Response Email: From: Prior Vendor To: (b) (6) Subject: Re: baggage inspection <<#388929-502505#>> Body: <html><head><style type="text/css">p {margin-bottom: 0; margin-top: 0;}</style></head><body bgcolor="#ffffff" style="background: #ffffff"> <font size="2"><div style="width:100%;word-wrap:break-word;font-family: Arial;color: #000000;"><P>Thank you for your e-mail concerning your travel experience. <BR clear=none> <BR clear=none>Enhanced security measures require that all checked baggage undergo some form of screening for prohibited items. Physical search of the luggage is required to clear every alarm. Transportation Security Administration (TSA) screeners should exercise great care during the screening process to ensure that passengers' belongings are returned and not damaged when a bag needs to be opened. We regret if these high standards were not met.<BR clear=none> <BR clear=none>We monitor the number and nature of complaints we receive to track trends and spot areas of concern that may require special attention. This ongoing process will enable us to ensure prompt, corrective action whenever we determine that security screening policies need modification or specific employees or screener teams are the subject of repeated complaints.<BR clear=none> <BR clear=none>TSA is responsible for reviewing all claims relating to the screening of passengers and their baggage. To protect your rights under federal law and to file a valid claim, you must send your claim in writing to TSA, stating the circumstances of the loss and the exact amount you are claiming (fair market value of lost or destroyed property, reasonable cost of repair for damaged property), within 2 years after your claim accrued. The claim must be signed by you or your authorized representative (e.g., an attorney or other personal representative with appropriate proof of authority). <BR clear=none> <BR clear=none>To file a claim, fill out the attached Standard Form 95 (claim form) in accordance with the instructions, and return it to the address in box #1. Please be sure to follow the instructions carefully, and to fill out the claim form completely. While use of the form is not mandatory, it will help you ensure that you meet the legal requirements for filing a claim. If you decide to file a claim, it will be processed in accordance with the Federal Tort Claims Act.<BR clear=none> <BR clear=none>Once the Claims Management Office has received your claim form, you will be sent a letter of acknowledgement and a claim number. You should keep the claim number for future reference when inquiring about your claim. TSA will try to resolve your claim as quickly as possible, but it may need time to make a further investigation of the facts. If TSA denies your claim, or has not finally resolved it within 6 months after you have filed it, you may have a right to bring your claim to court. <BR clear=none> <BR clear=none>You can also access claim forms online at the TSAGÇÖs Claims Management OfficeGÇÖs website at <A href="http://www.tsa.gov/travelers/customer/claims/index.shtm" shape=rect>www.tsa.gov/travelers/customer/claims/index.shtm</A>. This website also has information related to filing a claim, checking the status of a claim, and other claim-related issues. You can also access this website by clicking on the Claims Management Office link in the GÇ£Resource CenterGÇ¥ on TSAGÇÖs homepage at <A href="http://www.tsa.gov/" shape=rect>www.tsa.gov</A>. If you have additional questions related to the claims process, please contact the Claims Management Office at <A href="mailto:[email protected]" shape=rect>[email protected]</A>. </P> <P> </P> <P>TSA Contact Center<BR clear=none></P></div> </font><br /> <br><br><div>--- Original Message ---<BR>From: (b) (6) <(b) (6) ;<BR>Received: 10/15/09 7:52:21 PM EDT<BR>To: "TSA Contact Center" <[email protected]><BR>CC:<(b) (6) ><BR>Subject: baggage inspection<BR><BR> <META content=Word.Document name=ProgId> <META content="Microsoft Word 10" name=Generator> <META content="Microsoft Word 10" name=Originator><LINK href="cid:[email protected]" rel=FileList><?xml:namespace prefix = o ns = "urn:schemas-microsoft-com:office:office" /><o:SmartTagType name="PersonName" namespaceuri="urn:schemas-microsoft-com:office:smarttags"></o:SmartTagType><o:SmartTagType name="date" namespaceuri="urn:schemas-microsoft-com:office:smarttags"></o:SmartTagType><o:SmartTagType name="country-region" namespaceuri="urn:schemas-microsoft-com:office:smarttags"></o:SmartTagType><o:SmartTagType name="City" namespaceuri="urn:schemas-microsoft-com:office:smarttags"></o:SmartTagType><o:SmartTagType name="place" namespaceuri="urn:schemas-microsoft-com:office:smarttags"></o:SmartTagType> <STYLE>st1\:*{behavior:url(#default#ieooui) }</STYLE> <STYLE><!-- /* Style Definitions */ p.MsoNormal, li.MsoNormal, div.MsoNormal{mso-style-parent:"";margin:0cm; margin-bottom:.0001pt;mso-pagination:widow-orphan;font-size:12.0pt; font-family:"Times New Roman";mso-fareast-font-family:"Times New Roman";} a:link, span.MsoHyperlink{color:blue;text-decoration:underline; text-underline:single;}a:visited, span.MsoHyperlinkFollowed{color:purple; text-decoration:underline;text-underline:single;} p.MsoAutoSig, li.MsoAutoSig, div.MsoAutoSig{margin:0cm;margin-bottom:.0001pt; mso-pagination:widow-orphan;font-size:12.0pt;font-family:"Times New Roman"; mso-fareast-font-family:"Times New Roman";}span.EmailStyle18 {mso-style-type:personal-compose;mso-style-noshow:yes; mso-ansi-font-size:10.0pt;mso-bidi-font-size:10.0pt;font-family:Arial; mso-ascii-font-family:Arial;mso-hansi-font-family:Arial;
mso-bidi-font-family:Arial;color:windowtext;}span.SpellE{mso-style-name:""; mso-spl-e:yes;}span.GramE{mso-style-name:"";mso-gram-e:yes;}@page Section1 {size:595.3pt 841.9pt;margin:70.85pt 70.85pt 2.0cm 70.85pt; mso-header-margin:35.4pt;mso-footer-margin:35.4pt;mso-paper-source:0;} div.Section1{page:Section1;}--></STYLE> <DIV class=Section1> <P class=MsoNormal><B style="mso-bidi-font-weight: normal"><FONT face=Arial size=2><SPAN style="FONT-WEIGHT: bold; FONTSIZE: 10pt; FONT-FAMILY: Arial; mso-bidi-font-weight: normal">Flight </SPAN></FONT></B><?xml:namespace prefix = st1 ns = "urn:schemas-microsoft-com:office:smarttags" /><st1:City><st1:place><B style="mso-bidi-font-weight: normal"><FONT face=Arial size=2><SPAN style="FONT-WEIGHT: bold; FONT-SIZE: 10pt; FONT-FAMILY: Arial; mso-bidi-font-weight: normal">Oklahoma City</SPAN></FONT></B></st1:place></st1:City><B style="mso-bidi-font-weight: normal"><FONT face=Arial size=2><SPAN style="FONT-WEIGHT: bold; FONT-SIZE: 10pt; FONT-FAMILY: Arial; mso-bidi-font-weight: normal"> (DL 5256) via </SPAN></FONT></B><st1:City><st1:place><B style="mso-bidi-font-weight: normal"><FONT face=Arial size=2><SPAN style="FONTWEIGHT: bold; FONT-SIZE: 10pt; FONT-FAMILY: Arial; mso-bidi-font-weight: normal">Atlanta</SPAN></FONT></B></st1:place></st1:City><B style="mso-bidi-font-weight: normal"><FONT face=Arial size=2><SPAN style="FONT-WEIGHT: bold; FONT-SIZE: 10pt; FONT-FAMILY: Arial; mso-bidi-font-weight: normal"> to <SPAN class=SpellE>Zuerich</SPAN> (DL 66) </SPAN></FONT></B><st1:country-region><st1:place><B style="mso-bidi-font-weight: normal"><FONT face=Arial size=2><SPAN style="FONT-WEIGHT: bold; FONT-SIZE: 10pt; FONT-FAMILY: Arial; mso-bidi-font-weight: normal">Switzerland</SPAN></FONT></B></st1:place></st1:country-region><B style="mso-bidi-font-weight: normal"><FONT face=Arial size=2><SPAN style="FONT-WEIGHT: bold; FONT-SIZE: 10pt; FONT-FAMILY: Arial; mso-bidi-font-weight: normal"> GÇô on </SPAN></FONT></B><st1:date Year="2009" Day="13" Month="10"><B style="mso-bidi-font-weight: normal"><FONT face=Arial size=2><SPAN style="FONT-WEIGHT: bold; FONT-SIZE: 10pt; FONT-FAMILY: Arial; mso-bidi-font-weight: normal">13 <SPAN class=SpellE><SPAN class=GramE>oct</SPAN></SPAN> 2009</SPAN></FONT></B></st1:date><FONT face=Arial size=2><SPAN style="FONT-SIZE: 10pt; FONT-FAMILY: Arial"><o:p></o:p></SPAN></FONT></P> <P class=MsoNormal><FONT face=Arial size=2><SPAN style="FONT-SIZE: 10pt; FONT-FAMILY: Arial"><o:p> </o:p></SPAN></FONT></P> <P class=MsoNormal><FONT face=Arial size=2><SPAN style="FONT-SIZE: 10pt; FONT-FAMILY: Arial">Dear TSAteam<o:p></o:p></SPAN></FONT></P> <P class=MsoNormal><FONT face=Arial size=2><SPAN style="FONT-SIZE: 10pt; FONT-FAMILY: Arial">Some of your teams <SPAN class=GramE>has</SPAN> inspected my checked luggage between OK City GÇô </SPAN></FONT><st1:City><st1:place><FONT face=Arial size=2><SPAN style="FONT-SIZE: 10pt; FONT-FAMILY: Arial">Atlanta</SPAN></FONT></st1:place></st1:City><FONT face=Arial size=2><SPAN style="FONT-SIZE: 10pt; FONT-FAMILY: Arial"> GÇô <SPAN class=SpellE>Zuerich</SPAN> accordingly the notice I found. This is very OK for me as so you can help to guarantee most of possible and hopeful security on flights. <o:p></o:p></SPAN></FONT></P> <P class=MsoNormal><FONT face=Arial size=2><SPAN style="FONT-SIZE: 10pt; FONT-FAMILY: Arial">Not OK and very disturbing is as follows:<o:p></o:p></SPAN></FONT></P> <P class=MsoNormal><FONT face=Arial size=2><SPAN style="FONT-SIZE: 10pt; FONT-FAMILY: Arial">I bought in the </SPAN></FONT><st1:country-region><st1:place><FONT face=Arial size=2><SPAN style="FONT-SIZE: 10pt; FONT-FAMILY: Arial">USA</SPAN></FONT></st1:place></st1:country-region><FONT face=Arial size=2><SPAN style="FONT-SIZE: 10pt; FONT-FAMILY: Arial"> a very good <SPAN class=SpellE>houshold</SPAN>-cleaner that my (Swiss) daughter (married to an American) recommended. We put it in a plastic bag and controlled all the closures. When I opened the luggage all the liquid was run out and all the clothes were <SPAN class=SpellE>wettend</SPAN> and the laptop-case too (happy that the LAPTOP ITSELF WAS NOT)!!<o:p></o:p></SPAN></FONT></P> <P class=MsoNormal><FONT face=Arial size=2><SPAN style="FONT-SIZE: 10pt; FONT-FAMILY: Arial"><o:p> </o:p></SPAN></FONT></P> <P class=MsoNormal><FONT face=Arial size=2><SPAN style="FONT-SIZE: 10pt; FONT-FAMILY: Arial">Of course I understand that the liquid in this bottle had to be <SPAN class=SpellE>conrolled</SPAN>. BUT: why not close it again for <SPAN class=SpellE>shure</SPAN>? <U>The screw cap of the bottle was open!!!<o:p></o:p></U></SPAN></FONT></P> <P class=MsoNormal><FONT face=Arial size=2><SPAN style="FONT-SIZE: 10pt; FONT-FAMILY: Arial"><o:p> </o:p></SPAN></FONT></P> <P class=MsoNormal><FONT face=Arial size=2><SPAN style="FONT-SIZE: 10pt; FONT-FAMILY: Arial">I want to let you know that fact because IGÇÖm very <SPAN class=SpellE>very</SPAN> unhappy about the handling of your team.<o:p></o:p></SPAN></FONT></P> <P class=MsoNormal><FONT face=Arial size=2><SPAN style="FONT-SIZE: 10pt; FONT-FAMILY: Arial"><o:p> </o:p></SPAN></FONT></P> <P class=MsoNormal><SPAN class=SpellE><FONT face=Arial size=2><SPAN style="FONT-SIZE: 10pt; FONT-FAMILY: Arial">Sicerely</SPAN></FONT></SPAN><FONT face=Arial size=2><SPAN style="FONT-SIZE: 10pt; FONT-FAMILY: Arial"> <SPAN class=SpellE>(b) (6) </SPAN> <o:p></o:p></SPAN></FONT></P> <P class=MsoNormal><FONT face=Arial size=2><SPAN style="FONT-SIZE: 10pt; FONT-FAMILY: Arial"><o:p> </o:p></SPAN></FONT></P> <P class=MsoAutoSig><st1:PersonName><FONT face=Arial size=2><SPAN style="FONT-SIZE: 10pt; FONT-FAMILY: Arial; mso-no-proof: yes">s(b) (6) </SPAN></FONT></st1:PersonName><FONT face=Arial size=2><SPAN style="FONT-SIZE: 10pt; FONTFAMILY: Arial; mso-no-proof: yes"><o:p></o:p></SPAN></FONT></P> <P class=MsoAutoSig><FONT face=Arial size=2><SPAN lang=DE-CH style="FONT-SIZE: 10pt; FONT-FAMILY: Arial; mso-ansi-language: DE-CH; mso-no-proof: yes">(b) (6) <o:p></o:p></SPAN></FONT></P> <P class=MsoAutoSig><FONT face=Arial size=2><SPAN lang=DE-CH style="FONT-SIZE: 10pt; FONT-FAMILY: Arial; mso-ansi-language:
DE-CH; mso-no-proof: yes">(b) (6) o:p></o:p></SPAN></FONT></P> <P class=MsoNormal><FONT face="Times New Roman" size=3><SPAN style="FONT-SIZE: 12pt"><o:p> </o:p></SPAN></FONT></P></DIV></div> <BR><BR>------ TCC Control Number: ------<BR><<#388929-502505#>></body></html> END RECORD
CONTACT RECORD
EID: 51359863 Contact Type: Contact Date: 2009-10-20 13:36:18 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2009-10-19 10:30:00 Contact Prefix: (b) (6) Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Caller wanted to report unprofessional behavior (I.E. rude, yelling, abuse of power, perception,screener/employee refuses to answer questionsGǪ) displayed by TSA employee at: OKC Body: Agent Notes: Apologized to the caller and advised that a message will be sent to CSM. Apologized to the caller and advised that a message will be sent to CSM., Follow Up: (b) (6) called to report that while traveling from OKC airport, TSA supervisor, (b) (6) , was speaking in a loud tone with screener, (b) (6) who was working on the opposite side of the scanning machine in front of numerous passengers. When (b) (6) was placing her items in the tray, (b) (6) approached her asking if she had a problem when (b) (6) responsed to (b) (6) question, (b) (6) accused (b) (6) of slamming her tray onto the conveyor. After the incident, (b) (6) name and a complaint form to file. (b) (6) approached (b) (6) again with the (b) (6) asked to another screener for (b) (6) complaint form and asked for her name, boarding information and address. (b) (6) concern is will this incident create a problem for her when flying in the future, such as being put on a Watch List and what was the reason (b) (6) needed her personal information because she was filing a complaint about her behavior at the checkpoint. She would like to speak with CSM reagrding the incident as soon as possible. To TSOC Date: From TSOC Date: Last Updated By: (b) (6) 10/20/2009 1:50:16 PM,(b) (6) 10/20/2009 1:50:25 PM, Last Update Date: Opening Agent: Opened Date: 10/20/2009 1:36:18 PM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, Airline: Southwest AirlinesSouthwest Airlines, Subject Category: Discourteous- Rude Employee - Discourteous- Rude Employee Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 51361451 Contact Type: Contact Date: 2009-10-21 14:54:44 Medium: EMAIL Contact Status: CLOSED Incident Date: Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: Unknown Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: (b) (6) Subject: ISSUE, unable to be refunded Body: (b) (6) I desperatly send you an email, you may aknowledge my request and help me to have my tickets refunded I've been calling many times at United, i've been said such different things concerning the time I should wait to have my 2,126.70$ back on my account. Today, nearly 4 weeks ago, i'm still unable to book another ticket since united airlines are holding my money. I call my bank every single day without success. I sent an email to [email protected], to inform them of my situation. You would probably help them to make the refund in a short time to permit me to travel at last. thanks ticket n-¦0162197180461 (b) (6) 0162197180462 (b) (6) 0162197180463 (b) (6) flight n-¦6197 fri, sep 18, 2009 oklahoma city (okc) to las vegas (las) 2,126.70$ Agent Notes: Forward ACPD Response Forward ACPD Response, Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) 10/21/2009 2:54:44 PM,(b) (6) 10/21/2009 3:00:30 PM, Last Update Date: Opening Agent: Opened Date: 10/19/2009 7:16:03 PM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, LAS Las Vegas, NV, USA - Mccarran International Airport, Airline: United Airlines -¬United Airlines -¬, Subject Category: Airline- Service Complaints - Airline- Service Complaints Interaction Type: COMPLAINT Response Email: From: Prior Vendor To: (b) (6) Subject: Re: unable to be refunded <<#390224-503967#>> Body: <html><head><style type="text/css">p {margin-bottom: 0; margin-top: 0;}</style></head><body bgcolor="#ffffff" style="background: #ffffff"> <font size="2"><div style="width:100%;word-wrap:break-word;font-family: Arial;color: #000000;"><P>Thank you for your email message.
</P> <P> </P> <P>You were correct to contact your airline, as consumer and service-related matters are handled directly between the passenger and the airline. If the airline does not satisfy your inquiry, the U.S. Department of TransportationGÇÖs Aviation Consumer Protection Division operates a complaint handling system for consumers who experience air travel service problems and provides a 24-hour hotline at (202) 366-2220 (TTY [202] 366-0511). You may also fill out and submit an online complaint form at <A href="http://airconsumer.ost.dot.gov/escomplaint/es.cfm" shape=rect>http://airconsumer.ost.dot.gov/escomplaint/es.cfm</A> or write to: </P> <P> </P> <P>Aviation Consumer Protection Division, C-75<BR clear=none>U.S. Department of Transportation<BR clear=none>1200 New Jersey Avenue, SE<BR clear=none>Washington, DC 20590 </P> <P> </P> <P>For future concerns about air carrier problems and inconveniences, you may also file a complaint with the customer relations office of the airline. </P> <P> </P> <P>We hope this information is helpful. </P> <P> </P> <P>TSA Contact Center<BR clear=none></P></div> </font><br /> <br><br><div>--- Original Message ---<BR>From: "(b) (6) gt;<BR>Received: 10/19/09 7:16:03 PM EDT<BR>To: <(b) (6) ><BR>CC:<[email protected]>,<(b) (6) >,"TSA Contact Center" <[email protected]><BR>Subject: unable to be refunded<BR><BR> <TABLE cellSpacing=0 cellPadding=0 border=0> <TBODY> <TR> <TD vAlign=top>(b) (6) ,<BR>I desperatly send you an email, you may aknowledge my request and help me to have my tickets refunded<BR>I've been calling many times at United, i've been said such different things concerning the time I should wait to have my 2,126.70$ back on myaccount.<BR>Today, nearly 4 weeks ago, i'm still unable to book another ticket since united airlines are holding my money.<BR>I call my bank every single day without success.<BR>I sent an email to [email protected], to inform them of my situation. You would probably help them to make the refund in a short time to permit me to travel at last.<BR>thanks<BR>ticket n¦0162197180461 (b) (6) <BR> 0162197180462 (b) (6) <BR> 0162197180463 (b) (6) (b) (6) (b) (6) <BR><BR>flight n-¦6197 fri, sep 18, 2009 oklahoma city (okc) to las vegas (las) 2,126.70$</TD></TR></TBODY></TABLE><BR></div> <BR><BR>------ TCC Control Number: ------<BR><<#390224-503967#>></body></html> END RECORD
CONTACT RECORD
EID: 51365194 Contact Type: Contact Date: 2009-10-24 18:43:41 Medium: TELEPHONE Contact Status: CLOSED Incident Date: Contact Prefix: (b) (6) Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Caller experiences delays when traveling and can not print boarding pass and was told to contact TSA. Body: Agent Notes: Provided general information explaining the difficulties and advised the caller to complete the Traveler Identity Form. Provided general information explaining the difficulties and advised the caller to complete the Traveler Identity Form. Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) 10/24/2009 6:48:13 PM, Last Update Date: Opening Agent: Opened Date: 10/24/2009 6:43:41 PM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, LAX Los Angeles, CA, USA - Los Angeles Intl Airport, Airline: Southwest AirlinesSouthwest Airlines, Subject Category: DHS TRIP- General - DHS TRIP- General Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 51366368 Contact Type: Contact Date: 2009-10-30 13:27:57 Medium: EMAIL Contact Status: CLOSED Incident Date: 2009-10-28 13:30:00 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: (b) (6) Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: (b) (6) Subject: ISSUE, OKC - Denial of TWIC Card Body: I was at Oklahoma City yesterday, checking in for my Continental Express (ExpressJet) flight 2225 from OKC to IAH. I arrived at Will Rogers International Airport at approximately noon. I attempted to use my TWIC card as my identification. The TSA agents advised me this could not be used as a primary ID, only as a secondary ID. When I questioned them about this (knowing that the TSA site lists the TWIC card as a primary, federal ID), and advised them that I have recently used at LAX, ORD, EWJ, PIT,ATL, etc. without issue, a supervisor told me that OKC does not have the device needed to "read" the card. I would assume she believed she needed a TWIC card reader that would verify the card is correct and current and provides port access; this, of course is not required for passenger terminal access. I was required to show my Texas drivers license as my "primary" ID. This is not the first instance when my TWIC card has been refused at OKC. Can this be resolved? Please feel free to contact me if you need additional details.
(b) (6) (b) (6) (b) (6)
Agent Notes: ID GÇô VALID ID NOT ACCEPTED ID GÇô VALID ID NOT ACCEPTED, BCC OKC CSM at (b) (6) Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) 10/30/2009 1:32:00 PM, Last Update Date: Opening Agent: Opened Date: 10/29/2009 8:03:02 PM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, IAH Houston, TX, USA - Houston Intercontinental, Airline: Continental Air Express -¬Continental Air Express -¬, Subject Category: ID Requirements - ID Requirements Interaction Type: COMPLAINT Response Email: From: Prior Vendor To: (b) (6) Subject: Re: OKC - Denial of TWIC Card <<#393975-508408#>>
Body: <html><head><style type="text/css">p {margin-bottom: 0; margin-top: 0;}</style></head><body bgcolor="#ffffff" style="background: #ffffff"> <font size="2"><div style="width:100%;word-wrap:break-word;font-family: Arial;color: #000000;"><P><FONT face=" Helvetica, sansserif,Arial">Thank you for e-mail, regarding identification (ID) requirements at the security screening checkpoint. Specifically, you felt that the ID you presented should have been accepted.</FONT> </P> <P> </P> <P><BR clear=none><FONT face=" Helvetica, sans-serif,Arial">We regret you found your screening experiences unsatisfactory. The Transportation Security Administration (TSA) seeks to provide the highest level of security and customer service to all who pass through our screening checkpoints. Every person and item must be screened before entering each secured area, and the manner in which the screening is conducted is important. Our current policies and procedures focus on ensuring that all passengers, regardless of their personal situations and needs, are treated with dignity, respect, and courtesy.</FONT> </P> <P> </P> <P><FONT face=" Helvetica, sans-serif,Arial">We are unable to determine why the Transportation Security Officer (TSO) did not accept the ID your presented at the screening checkpoint. If the ID you presented is from the list below, it is a valid form of identification and it should have been accepted without an additional ID requirement. We regret any inconvenience this caused. </FONT></P> <P> </P> <P><FONT face=" Helvetica, sans-serif,Arial">The following forms of ID are fully acceptable and must contain name, date of birth, gender, expiration date, and a tamper-resistant feature: </FONT></P> <P> </P> <UL> <LI><FONT face=" Helvetica, sans-serif,Arial">State-issued driverGÇÖs license </FONT></LI> <LI><FONT face=" Helvetica, sans-serif,Arial">U.S. passport </FONT></LI> <LI><FONT face=" Helvetica, sans-serif,Arial">U.S. passport card </FONT></LI> <LI><FONT face=" Helvetica, sans-serif,Arial">U.S. Department of Homeland Security (DHS) GÇ£Trusted TravelerGÇ¥ cards (NEXUS, SENTRI, FAST) </FONT></LI> <LI><FONT face=" Helvetica, sans-serif,Arial">U.S. Military ID (Active and Retired)</FONT> </LI> <LI><FONT face=" Helvetica, sans-serif,Arial">Permanent Resident Card </FONT></LI> <LI><FONT face=" Helvetica, sans-serif,Arial">Border Crossing Card </FONT></LI> <LI><FONT face=" Helvetica, sans-serif,Arial">DHS-designated enhanced driverGÇÖs license </FONT></LI> <LI><FONT face=" Helvetica, sans-serif,Arial">A Native American Tribal Photo ID </FONT></LI> <LI><FONT face=" Helvetica, sans-serif,Arial">An airline or airport-issued ID (if issued under a TSA-approved security plan) </FONT></LI> <LI><FONT face=" Helvetica, sans-serif,Arial">A Registered Traveler Card (that contains the following: Name; Date of Birth; Gender; Expiration date; and a Tamper-resistant feature)</FONT> </LI> <LI><FONT face=" Helvetica, sans-serif,Arial">A Transportation Workers Identification Credential (TWIC) </FONT></LI> <LI><FONT face=" Helvetica, sans-serif,Arial">Photo ID issued by DMV or equivalent State or U.S. Territory Government Office for the sole purpose of identification.</FONT> </LI> <LI><FONT face=" Helvetica, sans-serif,Arial">A foreign government-issued passport, Canadian provincial driverGÇÖs license, or Indian and Northern Affairs Canada (INAC) card are also acceptable forms of photo ID.</FONT> </LI></UL> <P><FONT face=" Helvetica, sans-serif,Arial">Furthermore, we have forwarded a copy of your email to the Customer Service Manager at that airport for review. The Customer Service Manager is responsible for ensuring that the TSO workforce adheres to TSA principles for professional and courteous customer service.</FONT> </P> <P> </P> <P> </P> <P><FONT face=" Helvetica, sans-serif,Arial">TSA Contact Center</FONT> </P> <P> </P></div> </font><br /> <br><br><div>--- Original Message ---<BR>From: (b) (6) ><BR>Received: 10/29/09 8:03:01 PM EDT<BR>To: "TSA Contact Center" <[email protected]><BR>Subject: OKC - Denial of TWIC Card<BR><BR> <META content="MS Exchange Server version 6.5.7654.12" name=Generator><!-- Converted from text/rtf format --> <P><FONT face=Arial size=2>I was at Oklahoma City yesterday, checking in for my Continental Express (ExpressJet) flight 2225 from OKC to IAH. I arrived at Will Rogers International Airport at approximately noon.</FONT></P> <P><FONT face=Arial size=2>I attempted to use my TWIC card as my identification. The TSA agents advised me this could not be used as a primary ID, only as a secondary ID. When I questioned them about this (knowing that the TSA site lists the TWIC card as a primary, federal ID), and advised them that I have recently used at LAX, ORD, EWJ, PIT,ATL, etc. without issue, a supervisor told me that OKC does not have the device needed to "read" the card. I would assume she believed she needed a TWIC card reader that would verify the card is correct and current and provides port access; this, of course is not required for passenger terminal access. I was required to show my Texas drivers license as my "primary" ID. </FONT></P> <P><FONT face=Arial size=2>This is not the first instance when my TWIC card has been refused at OKC.</FONT> </P> <P><FONT face=Arial size=2>Can this be resolved?</FONT></P> <P><FONT face=Arial size=2>Please feel free to contact me if you need additional details.</FONT> </P> <P><FONT face="Script MT Bold" color=#0000ff>(b) (6) </FONT> <BR><FONT face=Arial color=#0000ff size=(b) (6) </FONT> <BR><FONT face=Arial color=#0000ff size=1>(b) (6) </FONT></P></div>
<BR><BR>------ TCC Control Number: ------<BR><<#393975-508408#>></body></html> END RECORD
CONTACT RECORD
EID: 51369655 Contact Type: Contact Date: 2009-10-28 11:19:47 Medium: EMAIL Contact Status: CLOSED Incident Date: Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: (b) (6) Subject: ISSUE, Missing Laptop Body: Hello, My name is(b) (6) and I was traveling from Oklahoma City, OK to Abu Dhabi, UAE on the 23rd of October 2009. I did not receive anyone of my suitcases out of the four that I had checked in at Oklahoma City. They were finally delivered to me on October 26th 2009, but one of the bags (AA 068325) was opened and there was a note from the Transportation Security Administration in there informing me that the bag was inspected. I had an Inspiron 6400 laptop (with a Texas Longhorns sticker on the lid of the laptop) and an external 500GB hard disk drive that were missing. Could you please return these items to me at your earliest convenience? I have a lot of personal items on that computer and hard drive which are of immense importance to me. I understand that you have to perform security checks, but I am sure you will just find lots of personal files, music, pictures, college documents on that machine and hard drive. Once you are satisfied please contact me so I can let you know where to send the items to. Thanks and have a nice day!
(b) (6)
Cell phone number in the UAE is (b) (6)
_____ Windows 7: I wanted more reliable, now it's more reliable. Wow! <http://microsoft.com/windows/windows7/default.aspx?h=myidea?ocid=PID24727::T:WLMTAGL:ON:WL:en-US:WWL_WIN_myidea:102009> Agent Notes: Retrieve Items & Claims Response Retrieve Items & Claims Response, Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) 10/28/2009 11:19:47 AM,(b) (6) 10/28/2009 11:21:35 AM, Last Update Date: Opening Agent: Opened Date: 10/26/2009 7:41:21 PM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, AUH Abu Dhabi, United Arab Emirates - Abu Dhabi International, Airline: American Airlines -¬American Airlines -¬, Subject Category: Claim Form Requests - Missing items from Checked Baggage - Claim Form Requests - Missing items from Checked Baggage
Interaction Type: COMPLAINT Response Email: From: Prior Vendor To: (b) (6) Subject: Re: Missing Laptop <<#392759-507018#>> Body: <html><head><style type="text/css">p {margin-bottom: 0; margin-top: 0;}</style></head><body bgcolor="#ffffff" style="background: #ffffff"> <font size="2"><div style="width:100%;word-wrap:break-word;font-family: Arial;color: #000000;"><P><FONT size=3>Thank you for your email message regarding the retrieval of missing items. <BR clear=none> <BR clear=none>Each airport establishes procedures for handling lost and found items. The Transportation Security Administration (TSA) follows those procedures where they exist. In an airport where no policy exists, found articles are collected, stored, and disposed of under General Services Administration rules. TSA is unable to identify and return all items, but may be able to locate and return items on a case-by-case basis. We suggest you contact the airport where your items were missing.<BR clear=none> <BR clear=none>We work very hard to achieve consistency in the security processes. As we inspect screening operations at airports and receive feedback from the traveling public, we address inconsistencies and ensure corrective actions are taken, when necessary. We will continue to do all that we can to inspect screening operations and provide written procedures and training to specify how the process is to be applied.<BR clear=none> <BR clear=none>To file a claim, fill out the attached Standard Form 95 (claim form) in accordance with the instructions, and return it to the address in box #1. Please be sure to follow the instructions carefully, and to fill out the claim form completely. While use of the form is not mandatory, it will help you ensure that you meet the legal requirements for filing a claim. If you decide to file a claim, it will be processed in accordance with the Federal Tort Claims Act.<BR clear=none> <BR clear=none>Once the Claims Management Office has received your claim form, you will be sent a letter of acknowledgement and a claim number. You should keep the claim number for future reference when inquiring about your claim. TSA will try to resolve your claim as quickly as possible, but it may need time to make a further investigation of the facts. If TSA denies your claim, or has not finally resolved it within 6 months after you have filed it, you may have a right to bring your claim to court. <BR clear=none> <BR clear=none>You can also access claim forms online at the TSAGÇÖs Claims Management OfficeGÇÖs website at <A href="http://www.tsa.gov/travelers/customer/claims/index.shtm" shape=rect>www.tsa.gov/travelers/customer/claims/index.shtm</A>. This website also has information related to filing a claim, checking the status of a claim, and other claim-related issues. You can also access this website by clicking on the Claims Management Office link in the GÇ£Resource CenterGÇ¥ on TSAGÇÖs homepage at <A href="http://www.tsa.gov/" shape=rect>www.tsa.gov</A>. If you have additional questions related to the claims process, please contact the Claims Management Office at <A href="mailto:[email protected]" shape=rect>[email protected]</A>. <BR clear=none> <BR clear=none>TSA Contact Center<BR clear=none></FONT></P></div> </font><br /> <br><br><div>--- Original Message ---<BR>From: (b) (6) ><BR>Received: 10/26/09 7:41:20 PM EDT<BR>To: "TSA Contact Center" <[email protected]><BR>Subject: Missing Laptop<BR><BR> <STYLE><!--.hmmessage P{margin:0px;padding:0px}body.hmmessage{font-size: 10pt; font-family:Verdana}--></STYLE> <BR>Hello,<BR><BR>My name is (b) (6) and I was traveling from Oklahoma City, OK to Abu Dhabi, UAE on the 23rd of October 2009. I did not receive anyone of my suitcases out of the four that I had checked in at Oklahoma City. They were finally delivered to me on October 26th 2009, but one of the bags (AA 068325) was opened and there was a note from the Transportation Security Administration in there informing me that the bag was inspected. I had an Inspiron 6400 laptop (with a Texas Longhorns sticker on the lid of the laptop) and an external 500GB hard disk drive that were missing. Could you please return these items to me at your earliest convenience? I have a lot of personal items on that computer and hard drive which are of immense importance to me. <BR>I understand that you have to perform security checks, but I am sure you will just find lots of personal files, music, pictures, college documents on that machine and hard drive. Once you are satisfied please contact me so I can let you know where to send the items to.<BR><BR>Thanks and have a nice day!<BR><BR>(b) (6) <BR><BR>Cell phone number in the UAE is (b) (6) <BR><BR> <HR> Windows 7: I wanted more reliable, now it's more reliable. <A href="http://microsoft.com/windows/windows7/default.aspx?h=myidea?ocid=PID24727::T:WLMTAGL:ON:WL:en-US:WWL_WIN_myidea:102009" target=_new>Wow!</A> </div> <BR><BR>------ TCC Control Number: ------<BR><<#392759-507018#>></body></html> END RECORD
CONTACT RECORD
EID: 51372375 Contact Type: Contact Date: Medium: EMAIL Contact Status: CLOSED Incident Date: Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: ISSUE, Baggage inspection issue Body: I traveled on Southwest Flt 659 on October 28 from Las Vegas to OKC. Upon receiving my bag in OKC I found that, following a TSA inspection, the bag was left unzipped, resulting in a pair of shoes falling out. Fortunately a baggage claim worker found them and sent them out separately. Other items in the bag were left exposed. Rand Baker Agent Notes: General Complaint & Falling Short of Standard General Complaint & Falling Short of Standard, Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) 10/29/2009 8:11:26 PM, Last Update Date: Opening Agent: Opened Date: 10/29/2009 12:30:10 PM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, LAS Las Vegas, NV, USA - Mccarran International Airport, Airline: Subject Category: Mishandling of Passengers Property - Disarrayed Carry-on/Checked Baggage - Mishandling of Passengers Property Disarrayed Carry-on/Checked Baggage Interaction Type: COMPLAINT Response Email: From: Prior Vendor To: (b) (6) Subject: Re: Baggage inspection issue <<#393810-508217#>> Body: <html><head><style type="text/css">p {margin-bottom: 0; margin-top: 0;}</style></head><body bgcolor="#ffffff" style="background: #ffffff"> <font size="2"><div style="width:100%;word-wrap:break-word;font-family: Arial;color: #000000;"><P><FONT face=" Helvetica, sansserif,Arial">Thank you for your electronic mail message. We are sorry you were unhappy with your recent travel experience and hope that the following information will be helpful. </FONT></P> <P> </P> <P><FONT face=" Helvetica, sans-serif,Arial">One of our key objectives has been to ensure that all passengers consistently receive professional and courteous checkpoint processing while maintaining our high level of security. Along with expanded training on the enhanced security procedures, each Federal airport screener receives training on professional and courteous conduct to make the process run smoothly and reduce the inconvenience to the public. </FONT></P> <P> </P>
<P><FONT face=" Helvetica, sans-serif,Arial">Enhanced security measures require that all checked baggage undergo some form of screening for prohibited items. A variety of security measures are applied to the baggage and/or persons of passengers selected through the screening process, including random searches. Physical search of the luggage is required to clear every alarm. TSA screeners should exercise great care during the screening process to ensure that passengers' belongings are returned and not damaged when a bag needs to be opened. Unfortunately, on some occasions the screening process may fall short of our established standard. We apologize if these high standards were not met.</FONT> </P> <P> </P> <P><FONT face=" Helvetica, sans-serif,Arial">We monitor the number and nature of complaints we receive to track trends and spot areas of concern that may require special attention. This ongoing process will enable us to ensure prompt, corrective action whenever we determine that security-screening policies need modification or specific employees or screener teams are the subjects of repeated complaints.</FONT> </P> <P> </P> <P><FONT face=" Helvetica, sans-serif,Arial">We appreciate your taking the time to share your thoughts and concerns with us. </FONT></P> <P> </P> <P> </P> <P> </P> <P> </P> <P><FONT face=" Helvetica, sans-serif,Arial">TSA Contact Center</FONT> </P> <P> </P> <P><FONT face=" Helvetica, sans-serif,Arial"><BR clear=none></FONT> </P></div> </font><br /> <br><br><div>--- Original Message ---<BR>From: (b) (6) <(b) (6) ><BR>Received: 10/29/09 12:30:12 PM EDT<BR>To: "TSA Contact Center" <[email protected]><BR>Subject: Baggage inspection issue<BR><BR> <STYLE type=text/css><!-- DIV {margin:0px;} --></STYLE> <DIV style="FONT-SIZE: 12pt; COLOR: #000000; FONT-FAMILY: times new roman, new york, times, serif"> <DIV>I traveled on Southwest Flt 659 on October 28 from Las Vegas to OKC. Upon receiving my bag in OKC I found that, following a TSA inspection, the bag was left unzipped, resulting in a pair of shoes falling out. Fortunately a baggage claim worker found them and sent them out separately. Other items in the bag were left exposed.</DIV> <DIV> </DIV> <DIV>(b) (6) </DIV></DIV></div> <BR><BR>------ TCC Control Number: ------<BR><<#393810-508217#>></body></html> END RECORD
CONTACT RECORD
EID: 51373234 Contact Type: Contact Date: 2009-10-30 14:49:22 Medium: EMAIL Contact Status: CLOSED Incident Date: 2009-10-22 14:48:00 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: (b) (6) Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: (b) (6) Subject: ISSUE, ISSUE, TSA Contact Us: Complaints Body: THIS GENERATED EMAIL HAS BEEN SENT FROM http://www.tsa.gov/contact/index.shtm -----------------------------------------------------------------------------------------------------------Remote Client IP: (b) (6) Date Time: 10/29/2009 8:28:58 PM ------------------------------------------------------------------------------------------------------------
Name: (b) (6) Email: (b) (6) Complaints:Discourteous/Rude Employee Flight Info (If applicable. Enter Flight#/Airline/Terminal/Airport/Gate/Etc):On 10/22, flight #1836 to Oklahoma City, OK from BWI Gate B1 Comments:When being searched due to a metal knee replacement I asked the TSA employee for my purse, this employee told me in a very rude manner that I can't have my purse or personal belongings. I asked again for my purse which was at least 25-30 feet away at the end of the conveyor but told in a very rude and disrespectful manner. I was told by another TSA emplyoyee in Harrsiburg international airport earlier this year that I Have the right to have my belongings to be brought to me so they are in my sight Agent Notes: SCREENER RUDENESS RESPONSE SCREENER RUDENESS RESPONSE, LINE-OF-SIGHT INCLUDING PWD RESPONSE, Merged two or more resposnes. Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) 10/30/2009 2:49:22 PM,(b) (6) 10/30/2009 2:50:42 PM, Last Update Date: Opening Agent: Opened Date: 10/30/2009 12:25:19 PM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, BWI Baltimore, MD, USA - Baltimore-Washington International, Airline: Subject Category: Discourteous- Rude Employee - Discourteous- Rude Employee Interaction Type: COMPLAINT Response Email: From: Prior Vendor To:(b) (6) Subject: Re: TSA Contact Us: Complaints <<#394088-508536#>> Body: <html><head><style type="text/css">p {margin-bottom: 0; margin-top: 0;}</style></head><body bgcolor="#ffffff" style="background:
#ffffff"> <font size="2"><div style="width:100%;word-wrap:break-word;font-family: Arial;color: #000000;"></div> <div style="width:100%;word-wrap:break-word;font-family: Arial;color: #000000;"><p style="margin-bottom: 0pt; margin-right: 0in; margin-left: 0in; margin-top: 0in" class="msonormal"> <span><font face="Arial,sans-serif" size="2">Thank you for your email message expressing your concern </font></span><font face="Arial,sans-serif" size="2"><span>regarding the Transportation Security Administration (TSA) policy for maintaining line-of-sight with your carry-on items.</span></font> </p> <p style="margin-bottom: 0pt; margin-right: 0in; margin-top: 0in; margin-left: 0in" class="msonormal"> <span><font face="Arial,sans-serif" size="2"> </font></span> </p> <p style="margin-bottom: 0pt; margin-right: 0in; margin-top: 0in; margin-left: 0in" class="msonormal"> <span><font face="Arial,sans-serif" size="2">TSA policy requires the Transportation Security Officers (TSOs) to reasonably ensure that carry-on items, including disability-related devices and aids, are kept within the passenger’s line-of-sight when a passenger is required to undergo additional screening.</font></span><font face="Arial,sans-serif" size="2"><span>  </span><span>When passengers cannot maintain line-of-sight with their property during a patdown or private screening, the TSOs have been trained to maintain control and sight of their items for them, and to ensure that they are reunited with their property once it has cleared x-ray screening.</span></font> </p> <p style="margin-bottom: 0pt; margin-right: 0in; margin-top: 0in; margin-left: 0in" class="msonormal">   </p> <p style="margin-bottom: 0pt; margin-right: 0in; margin-top: 0in; margin-left: 0in" class="msonormal"> <span><font face="Arial,sans-serif" size="2">Additionally, The Transportation Security Administration (TSA) regrets any unprofessional treatment you may have experienced at the security checkpoint.</font></span><font face="Arial,sans-serif" size="2"><span>  </span><span>TSA seeks to provide a high level of security and customer service to all travelers who pass through our screening checkpoints.</span><span>  </span><span>Every person and item must be screened before entering each secured area, and the way the screening is conducted is important.</span><span>  </span><span>Our policies and procedures focus on ensuring that all passengers, regardless of their personal situations and needs, are treated with dignity, respect, and courtesy.</span></font> </p> <p style="margin-bottom: 0pt; margin-right: 0in; margin-top: 0in; margin-left: 0in" class="msonormal"> <span><font face="Arial,sans-serif" size="2"> </font></span> </p> <p style="margin-bottom: 0pt; margin-right: 0in; margin-top: 0in; margin-left: 0in" class="msonormal"> <span><font face="Arial,sans-serif" size="2">Please be advised that a passenger can always request to speak with the Assistant Director for Screening to address any complaint regarding screening procedures.</font></span> </p> <p style="margin-bottom: 0pt; margin-right: 0in; margin-top: 0in; margin-left: 0in" class="msonormal"> <span><font face="Arial,sans-serif" size="2"> </font></span> </p> <p style="margin-bottom: 0pt; margin-right: 0in; margin-top: 0in; margin-left: 0in" class="msonormal"> <span><font face="Arial,sans-serif" size="2">We hope this information is helpful.</font></span> </p> <p style="margin-bottom: 0pt; margin-right: 0in; margin-top: 0in; margin-left: 0in" class="msonormal"> <span><font face="Arial,sans-serif" size="2"> </font></span> </p> <p style="margin-bottom: 0pt; margin-right: 0in; margin-top: 0in; margin-left: 0in" class="msonormal"> <span><font face="Arial,sans-serif" size="2"> </font></span> </p></div> </font><br /> <br><br><div>--- Original Message ---<BR>From: <(b) (6) ><BR>Received: 10/30/09 12:25:18 PM EDT<BR>To: "TSA Contact Center" <[email protected]><BR>Subject: TSA Contact Us: Complaints<BR><BR>THIS GENERATED EMAIL HAS BEEN SENT FROM http://www.tsa.gov/contact/index.shtm<BR>-----------------------------------------------------------------------------------------------------------<BR>Remote Client IP: (b) (6) <BR>Date Time: 10/29/2009 8:28:58 PM<BR>-----------------------------------------------------------------------------------------------------------<BR><BR>
<TABLE style="WIDTH: 750px" cellSpacing=1 cellPadding=3 border=2> <TBODY> <TR> <TD style="FONT-WEIGHT: bold; VERTICAL-ALIGN: top; WIDTH: 200px; TEXT-ALIGN: right">Name:</TD> <TD>(b) (6) </TD></TR> <TR> <TD style="FONT-WEIGHT: bold; VERTICAL-ALIGN: top; WIDTH: 200px; TEXT-ALIGN: right">Email:</TD> <TD>(b) (6) </TD></TR> <TR> <TD style="FONT-WEIGHT: bold; VERTICAL-ALIGN: top; WIDTH: 200px; TEXT-ALIGN: right">Complaints:</TD> <TD>Discourteous/Rude Employee</TD></TR> <TR> <TD style="FONT-WEIGHT: bold; VERTICAL-ALIGN: top; WIDTH: 200px; TEXT-ALIGN: right">Flight Info (If applicable. Enter Flight#/Airline/Terminal/Airport/Gate/Etc):</TD> <TD>On 10/22, flight #1836 to Oklahoma City, OK from BWI Gate B1</TD></TR> <TR> <TD style="FONT-WEIGHT: bold; VERTICAL-ALIGN: top; WIDTH: 200px; TEXT-ALIGN: right">Comments:</TD> <TD>When being searched due to a metal knee replacement I asked the TSA employee for my purse, this employee told me in a very rude manner that I can't have my purse or personal belongings. I asked again for my purse which was at least 25-30 feet away at the end of the conveyor but told in a very rude and disrespectful manner. I was told by another TSA emplyoyee in Harrsiburg international airport earlier this year that I Have the right to have my belongings to be brought to me so they are in my sight.</TD></TR></TBODY></TABLE></div> <BR><BR>------ TCC Control Number: ------<BR><<#394088-508536#>></body></html> END RECORD
CONTACT RECORD
EID: 51375720 Contact Type: Contact Date: 2009-11-02 14:00:12 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2009-10-08 12:10:00 Contact Prefix: (b) (6) Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: (b) (6) Contact Address 2: Contact City: (b) (6) Contact State: (b) (6) Contact Zip: (b) (6) Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Items bottle of hotsauce damaged from checked bag@ OKC. 11/03/2009 claim form was mailed. Body: Agent Notes: Provided caller with information on the claims process, and SF-95 mailed on 11/03/2009. Provided caller with information on the claims process, and SF-95 mailed on 11/03/2009. Caller states that a (NOI) was inside the luggage. Caller's Flight# 1805 Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) 11/2/2009 2:18:35 PM,(b) (6) 11/2/2009 4:02:51 PM, Last Update Date: Opening Agent: Opened Date: 11/2/2009 2:00:12 PM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, Airline: Southwest AirlinesSouthwest Airlines, Subject Category: Claim Form Requests-Checked Bag - Claim Form Requests-Checked Bag Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 51381621 Contact Type: Contact Date: 2009-11-06 18:11:57 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2009-11-06 09:00:00 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: USA Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Caller is missing two bottles of narcotic medication from checked luggage @ OKC. Caller still has two other bottles of medication that are not narcotics. NOI was not placed in the checked luggage. Caller indicated that she did curb side check-in. Body: Agent Notes: Caller did not want to obtain the lost and found telephone number because she believes that the medication was stolen. Provided caller with the step-by-step instructions for obtaining the SF-95 form from the website. Caller did not want to obtain the lost and found telephone number because she believes that the medication was stolen. Provided caller with the step-by-step instructions for obtaining the SF-95 form from the website. Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) 11/6/2009 6:23:00 PM, Last Update Date: Opening Agent: Opened Date: 11/6/2009 6:11:57 PM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, HOU Houston, TX, USA - Houston Hobby Airport, HRL Harlingen, TX, USA, Airline: Southwest AirlinesSouthwest Airlines, Subject Category: Claim Form Requests - Missing items from Checked Baggage - Claim Form Requests - Missing items from Checked Baggage Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 51389950 Contact Type: Contact Date: 2009-11-14 10:43:04 Medium: TELEPHONE Contact Status: CLOSED Incident Date: Contact Prefix: (b) (6) Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Caller experiences delays when traveling and can not print boarding pass and was told to contact TSA. Body: Agent Notes: Provided general information explaining the difficulties and advised the caller to complete the Traveler Identity Form. Provided general information explaining the difficulties and advised the caller to complete the Traveler Identity Form. Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) 11/14/2009 10:45:26 AM, Last Update Date: Opening Agent: Opened Date: 11/14/2009 10:43:04 AM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, BDL Hartford, CT, USA - Bradley International Airport, Airline: Southwest AirlinesSouthwest Airlines, Subject Category: DHS TRIP- General - DHS TRIP- General Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 51391236 Contact Type: Contact Date: 2009-11-16 10:47:23 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2009-11-15 08:10:00 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Items (Installation booklet ) missing from checked bag@ enter Airport code here. Enter date claim form was mailed., Body: Agent Notes: Provided Lost and Found information to caller and SF-95 form offered. Provided Lost and Found information to caller and SF-95 form offered. Caller was not sure if there wasa notice of insepction. Caller stated she already has a claims form being mailed to her. Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) 11/16/2009 10:50:37 AM, Last Update Date: Opening Agent: Opened Date: 11/16/2009 10:47:23 AM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, Airline: Southwest AirlinesSouthwest Airlines, Subject Category: Claim Form Requests - Missing items from Checked Baggage - Claim Form Requests - Missing items from Checked Baggage Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 51392172 Contact Type: Contact Date: 2009-11-16 16:49:29 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2009-11-08 08:30:00 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Items (pair of jeans new baby phat jeans) missing from checked bag@ OKC. Body: Agent Notes: Provided Lost and Found information to caller and SF-95 form offered. Provided Lost and Found information to caller and SF-95 form offered. NOI. Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) 11/16/2009 4:53:37 PM, Last Update Date: Opening Agent: Opened Date: 11/16/2009 4:49:29 PM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, Airline: American Airlines -¬American Airlines -¬, Subject Category: Claim Form Requests - Missing items from Checked Baggage - Claim Form Requests - Missing items from Checked Baggage Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 51393105 Contact Type: Contact Date: 2009-11-17 13:59:48 Medium: EMAIL Contact Status: CLOSED Incident Date: 2009-11-16 00:00:00 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: (b) (6) Subject: ISSUE, TSA Contact Us: Complaints Body: THIS GENERATED EMAIL HAS BEEN SENT FROM http://www.tsa.gov/contact/index.shtm -----------------------------------------------------------------------------------------------------------Remote Client IP: (b) (6) Date Time: 11/16/2009 10:40:25 AM ------------------------------------------------------------------------------------------------------------
Name: (b) (6) Email: (b) (6) Complaints:Inconsistent Screening (Different Practices between Airports) Flight Info (If applicable. Enter Flight#/Airline/Terminal/Airport/Gate/Etc):American Airlines flight AA1740 16 Niv 2009 Oklahoma City Airport Gate 4 Comments:I am writing to complain and ask why I was selected for pat down by the screener even though I didn't set off the metal detector, followed all rules, and have done this many times before. The only time I was patted down before was when I set off the metal detector alarm. Neve before have I been patted down when not setting off the alarm Agent Notes: SECONDARY SCREENING REASONS RESPONSE SECONDARY SCREENING REASONS RESPONSE, Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) 11/17/2009 1:59:48 PM,(b) (6) 11/17/2009 2:00:51 PM, Last Update Date: Opening Agent: Opened Date: 11/17/2009 10:22:38 AM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, Airline: American Airlines -¬American Airlines -¬, Subject Category: Inconsistent Screening- Different Practices Between Airports - Inconsistent Screening- Different Practices Between Airports Interaction Type: COMPLAINT Response Email: From: Prior Vendor To: (b) (6) Subject: Re: TSA Contact Us: Complaints <<#399372-514647#>>
Body: <html><head><style type="text/css">p {margin-bottom: 0; margin-top: 0;}</style></head><body bgcolor="#ffffff" style="background: #ffffff"> <font size="2"><div style="width:100%;word-wrap:break-word;font-family: Arial;color: #000000;"><P class=msonormal style="MARGIN: 0in 0in 0pt"><SPAN><FONT face=Arial,sans-serif>Thank you for your email message expressing your concern regarding the secondary screening you received at the security checkpoint.</FONT></SPAN> </P> <P class=msonormal style="MARGIN: 0in 0in 0pt"> </P> <P class=msonormal style="MARGIN: 0in 0in 0pt"><SPAN><FONT face=Arial,sans-serif>The Transportation Security Administration (TSA) seeks to provide a high level of security and customer service to all travelers who pass through our screening checkpoints.</FONT></SPAN><FONT face=Arial,sans-serif><SPAN> </SPAN><SPAN>Every person and item must be screened before entering each secure area, and the way the screening is conducted is important.</SPAN><SPAN> </SPAN><SPAN>Our policies and procedures focus on ensuring that all passengers are treated with dignity, respect, and courtesy.</SPAN></FONT> </P> <P class=msonormal style="MARGIN: 0in 0in 0pt"> </P> <P class=msonormal style="MARGIN: 0in 0in 0pt"><SPAN><FONT face=Arial,sans-serif>TSA uses a variety of security measures to screen passengers and their property.</FONT></SPAN><FONT face=Arial,sans-serif><SPAN> </SPAN><SPAN>One of these security measures is secondary screening, which is in addition to the walk-through metal detector.</SPAN><SPAN> </SPAN><SPAN>This involves screening a passenger with a hand-held metal detector and possibly conducting a patdown inspection which necessarily </SPAN><SPAN>involves touching passengers.</SPAN></FONT> </P> <P class=msonormal style="MARGIN: 0in 0in 0pt"> </P> <P class=msonormal style="MARGIN: 0in 0in 0pt"><SPAN><FONT face=Arial,sans-serif>Passengers may be selected for secondary screening for different reasons:</FONT></SPAN><FONT face=Arial,sans-serif><SPAN> </SPAN><SPAN>(1) to clear an alarm of the walk-through metal detector, (2) to address an </SPAN></FONT><SPAN><FONT face=Arial,sans-serif color=black>irregularity or anomaly in the passengerGÇÖs clothing outline, or (3) for random selection</FONT></SPAN><SPAN><FONT face=Arial,sansserif>.</FONT></SPAN><FONT face=Arial,sans-serif><SPAN> </SPAN><SPAN>Another way passengers are selected for additional screening is through the Computer Assisted Passenger Prescreening System (CAPPS).</SPAN><SPAN> </SPAN><SPAN>CAPPS identifies passengers either randomly or based on certain travel behavior associated with threats to aviation security reflected in their reservation information.</SPAN></FONT> </P> <P class=msonormal style="MARGIN: 0in 0in 0pt"> </P> <P class=msonormal style="MARGIN: 0in 0in 0pt"><SPAN><FONT face=Arial,sans-serif>Passengers with the GÇ£SSSSGÇ¥ designation on their boarding pass have been preselected for additional screening.</FONT></SPAN><FONT face=Arial,sans-serif><SPAN> </SPAN><SPAN>There are different ways in which passengers are preselected to receive the</SPAN><SPAN> GÇ£SSSSGÇ¥ designation</SPAN><SPAN>.</SPAN><SPAN> </SPAN><SPAN>One </SPAN><SPAN>method of selection is by CAPPS.</SPAN><SPAN> </SPAN><SPAN>The airlines may have placed the GÇ£SSSSGÇ¥ designation on passengersGÇÖ boarding pass based on CAPPS.</SPAN></FONT> </P> <P class=msonormal style="MARGIN: 0in 0in 0pt"> </P> <P class=msonormal style="MARGIN: 0in 0in 0pt"><SPAN><FONT face=Arial,sans-serif>TSA also selects passengers and baggage at random for additional security screening.</FONT></SPAN><FONT face=Arial,sans-serif><SPAN> </SPAN><SPAN>This random element prevents terrorists from attempting to defeat the security system by learning how it operates.</SPAN><SPAN> </SPAN><SPAN>Leaving out any one group, such as (senior citizens, persons with disabilities, children, etc.), would remove the random element from the system and undermine security.</SPAN><SPAN> </SPAN><SPAN>We simply cannot assume that all terrorists will fit any particular profile.</SPAN><SPAN> </SPAN></FONT></P> <P class=msonormal style="MARGIN: 0in 0in 0pt"> </P> <P class=msonormal style="MARGIN: 0in 0in 0pt"><SPAN><FONT face=Arial,sans-serif>Airline bombings in involving explosives concealed on the body made it necessary to step up the frequency and thoroughness of pat-downs.</FONT></SPAN><FONT face=Arial,sans-serif><SPAN> </SPAN><SPAN>This additional procedure further decreases a terroristGÇÖs ability to circumvent aviation security by either posing as a person with disability or using people with disabilities to conceal prohibited items.</SPAN><SPAN> </SPAN></FONT></P> <P class=msonormal style="MARGIN: 0in 0in 0pt"> </P> <P class=msonormal style="MARGIN: 0in 0in 0pt"><SPAN><FONT face=Arial,sans-serif>TSA understands the inconvenience you may have experienced.</FONT></SPAN><FONT face=Arial,sans-serif><SPAN> </SPAN><SPAN>Nevertheless, we believe these security measures are necessary and appropriate for ensuring the security and confidence of all air travelers.</SPAN><SPAN> </SPAN><SPAN>TSA continues to develop and deploy new technologies, including document scanners, trace portals, and backscatter devices, to address the explosives threat.</SPAN><SPAN> </SPAN><SPAN>In the meantime, the use of secondary screening enhances our ability to detect explosives at our NationGÇÖs airport checkpoints, provides an additional layer of security at the checkpoint, and keeps the traveling public secure.</SPAN></FONT> </P> <P class=msonormal style="MARGIN: 0in 0in 0pt"> </P> <P class=msonormal style="MARGIN: 0in 0in 0pt"><SPAN><FONT face=Arial,sans-serif>We hope this information is helpful.</FONT></SPAN> </P> <P class=msonormal style="MARGIN: 0in 0in 0pt"> </P> <P class=msonormal style="MARGIN: 0in 0in 0pt"> </P></div> </font><br /> <br><br><div>--- Original Message ---<BR>From: <(b) (6) ><BR>Received: 11/17/09 10:22:39 AM EST<BR>To: "TSA Contact Center" <[email protected]><BR>Subject: TSA Contact Us: Complaints<BR><BR>THIS GENERATED EMAIL HAS BEEN SENT FROM http://www.tsa.gov/contact/index.shtm<BR>-----------------------------------------------------------------------------------------------------------<BR>Remote Client IP: (b) (6) <BR>Date Time: 11/16/2009 10:40:25 AM<BR>-----------------------------------------------------------------------------------------------------------<BR><BR>
<TABLE style="WIDTH: 750px" cellSpacing=1 cellPadding=3 border=2> <TBODY> <TR> <TD style="FONT-WEIGHT: bold; VERTICAL-ALIGN: top; WIDTH: 200px; TEXT-ALIGN: right">Name:</TD> <TD>(b) (6) </TD></TR> <TR> <TD style="FONT-WEIGHT: bold; VERTICAL-ALIGN: top; WIDTH: 200px; TEXT-ALIGN: right">Email:</TD> <TD>(b) (6) </TD></TR> <TR> <TD style="FONT-WEIGHT: bold; VERTICAL-ALIGN: top; WIDTH: 200px; TEXT-ALIGN: right">Complaints:</TD> <TD>Inconsistent Screening (Different Practices between Airports)</TD></TR> <TR> <TD style="FONT-WEIGHT: bold; VERTICAL-ALIGN: top; WIDTH: 200px; TEXT-ALIGN: right">Flight Info (If applicable. Enter Flight#/Airline/Terminal/Airport/Gate/Etc):</TD> <TD>American Airlines flight AA1740 16 Niv 2009 Oklahoma City Airport Gate 4</TD></TR> <TR> <TD style="FONT-WEIGHT: bold; VERTICAL-ALIGN: top; WIDTH: 200px; TEXT-ALIGN: right">Comments:</TD> <TD>I am writing to complain and ask why I was selected for pat down by the screener even though I didn't set off the metal detector, followed all rules, and have done this many times before. The only time I was patted down before was when I set off the metal detector alarm.<BR><BR>Neve before have I been patted down when not setting off the alarm.</TD></TR></TBODY></TABLE></div> <BR><BR>------ TCC Control Number: ------<BR><<#399372-514647#>></body></html> END RECORD
CONTACT RECORD
EID: 51393658 Contact Type: Contact Date: 2009-11-17 18:01:33 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2009-11-17 07:45:00 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Items (Alcohol) missing from checked bag@OKC. Body: Agent Notes: Provided Lost and Found information to caller and explained claims process Provided Lost and Found information to caller and explained claims process *NOI was not present Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) 11/17/2009 6:09:14 PM, Last Update Date: Opening Agent: Opened Date: 11/17/2009 6:01:33 PM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, DFW Dallas/Ft Worth, TX, USA - Dallas Ft Worth International, SEA Seattle, WA, USA - Seattle Tacoma Intl Airport, Airline: American Airlines -¬American Airlines -¬, Subject Category: Claim Form Requests - Missing items from Checked Baggage - Claim Form Requests - Missing items from Checked Baggage Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 51396814 Contact Type: Contact Date: 2009-11-19 17:14:28 Medium: EMAIL Contact Status: CLOSED Incident Date: Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: (b) (6) Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: (b) (6) Subject: ISSUE, ISSUE, TSA Contact Us: Complaints Body: THIS GENERATED EMAIL HAS BEEN SENT FROM http://www.tsa.gov/contact/index.shtm -----------------------------------------------------------------------------------------------------------Remote Client IP: (b) (6) Date Time: 11/18/2009 11:39:11 PM ------------------------------------------------------------------------------------------------------------
Name: (b) (6) Email: (b) (6) Complaints:Damaged or Missing items in Checked or Carry-on Baggage Flight Info (If applicable. Enter Flight#/Airline/Terminal/Airport/Gate/Etc):#1502/Southwest/Will Rogers World Airport, OK City, OK/gate 18/11-18-09/7:15 AM Comments:Checked bag was locked w/tsa approved lock. When I opened the bag at home I found a notice that it had been checked. A white, sealed envelope containing coins and paperclips was missing from the bag. I definitely had packed it in the locked bag so it is obvious that it was removed by a tsa agent Agent Notes: Retrieve Items & Claims Response Retrieve Items & Claims Response, Consumer Complaint BCC/CSM Response, BCC SHM/CSQIM (b) (6) Merged 2 or more responses Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Opening Agent: Opened Date: 11/19/2009 2:53:41 PM Linked Event IDs:
11/19/2009 5:14:28 PM,(b) (6)
11/19/2009 5:17:07 PM,
Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, Airline: Southwest AirlinesSouthwest Airlines, Subject Category: Claim Form Requests - Missing items from Checked Baggage - Claim Form Requests - Missing items from Checked Baggage Interaction Type: COMPLAINT Response Email: From: Prior Vendor To: (b) (6) Subject: Re: TSA Contact Us: Complaints <<#400560-516045#>>
Body: <html><head><style type="text/css">p {margin-bottom: 0; margin-top: 0;}</style></head><body bgcolor="#ffffff" style="background: #ffffff"> <font size="2"><div style="width:100%;word-wrap:break-word;font-family: Arial;color: #000000;"><P>Thank you for your email message regarding the retrieval of lost items. <BR clear=none> <BR clear=none>Each airport establishes procedures for handling lost and found items. The Transportation Security Administration (TSA) follows those procedures where they exist. The airports in those instances are responsible for holding and disposing items under applicable local laws. Items, such as locks, tags, straps, and other external luggage pieces, are often lost or damaged as the baggage goes through the baggage handling equipment and may or may not have been found by airline/airport personnel. </P> <P>In an airport where no policy exists, found articles are collected, stored, and disposed of under General Services Administration rules. TSA is unable to identify and return all items, but may be able to locate and return items on a case-by-case basis. We suggest you contact the airport where your items were confiscated or lost at 405-680-3233.<BR clear=none> <BR clear=none>We work very hard to achieve consistency in the security processes. As we inspect screening operations at airports and receive feedback from the traveling public, we address inconsistencies and ensure corrective actions are taken, when necessary. We will continue to do all that we can to inspect screening operations and provide written procedures and training to specify how the process is to be applied.<BR clear=none> <BR clear=none>To file a claim, fill out the attached Standard Form 95 (claim form) in accordance with the instructions, and return it to the address in box #1. Please be sure to follow the instructions carefully, and to fill out the claim form completely. While use of the form is not mandatory, it will help you ensure that you meet the legal requirements for filing a claim. If you decide to file a claim, it will be processed in accordance with the Federal Tort Claims Act.<BR clear=none> <BR clear=none>Once the Claims Management Office has received your claim form, you will be sent a letter of acknowledgement and a claim number. You should keep the claim number for future reference when inquiring about your claim. TSA will try to resolve your claim as quickly as possible, but it may need time to make a further investigation of the facts. If TSA denies your claim, or has not finally resolved it within 6 months after you have filed it, you may have a right to bring your claim to court. <BR clear=none> <BR clear=none>You can also access claim forms online at the TSAGÇÖs Claims Management OfficeGÇÖs website at <A href="http://www.tsa.gov/travelers/customer/claims/index.shtm" shape=rect>www.tsa.gov/travelers/customer/claims/index.shtm</A>. This website also has information related to filing a claim, checking the status of a claim, and other claim-related issues. You can also access this website by clicking on the Claims Management Office link in the GÇ£Resource CenterGÇ¥ on TSAGÇÖs homepage at <A href="http://www.tsa.gov/" shape=rect>www.tsa.gov</A>. If you have additional questions related to the claims process, please contact the Claims Management Office at <A href="mailto:[email protected]" shape=rect>[email protected]</A>. </P> <P> </P> <P><FONT face=" Helvetica, sans-serif,Arial">Because your complaint is regarding screening at OKC, we have forwarded a copy of your email to the Customer Service Manager at that airport. The Customer Service Manager is responsible for ensuring that the screener workforce adheres to TSA principles for professional processing.</FONT> </P> <P><BR clear=none> <BR clear=none>TSA Contact Center<BR clear=none></P></div> </font><br /> <br><br><div>--- Original Message ---<BR>From: <(b) (6) ><BR>Received: 11/19/09 2:52:26 PM EST<BR>To: "TSA Contact Center" <[email protected]><BR>Subject: TSA Contact Us: Complaints<BR><BR>THIS GENERATED EMAIL HAS BEEN SENT FROM http://www.tsa.gov/contact/index.shtm<BR>-----------------------------------------------------------------------------------------------------------<BR>Remote Client IP: (b) (6) <BR>Date Time: 11/18/2009 11:39:11 PM<BR>-----------------------------------------------------------------------------------------------------------<BR><BR> <TABLE style="WIDTH: 750px" cellSpacing=1 cellPadding=3 border=2> <TBODY> <TR> <TD style="FONT-WEIGHT: bold; VERTICAL-ALIGN: top; WIDTH: 200px; TEXT-ALIGN: right">Name:</TD> <TD>(b) (6) </TD></TR> <TR> <TD style="FONT-WEIGHT: bold; VERTICAL-ALIGN: top; WIDTH: 200px; TEXT-ALIGN: right">Email:</TD> <TD>(b) (6) </TD></TR> <TR> <TD style="FONT-WEIGHT: bold; VERTICAL-ALIGN: top; WIDTH: 200px; TEXT-ALIGN: right">Complaints:</TD> <TD>Damaged or Missing items in Checked or Carry-on Baggage</TD></TR> <TR> <TD style="FONT-WEIGHT: bold; VERTICAL-ALIGN: top; WIDTH: 200px; TEXT-ALIGN: right">Flight Info (If applicable. Enter Flight#/Airline/Terminal/Airport/Gate/Etc):</TD> <TD>#1502/Southwest/Will Rogers World Airport, OK City, OK/gate 18/11-18-09/7:15 AM</TD></TR> <TR> <TD style="FONT-WEIGHT: bold; VERTICAL-ALIGN: top; WIDTH: 200px; TEXT-ALIGN: right">Comments:</TD> <TD>Checked bag was locked w/tsa approved lock. When I opened the bag at home I found a notice that it had been checked. A white, sealed envelope containing coins and paperclips was missing from the bag. I definitely had packed it in the locked bag so it is obvious that it was removed by a tsa agent.</TD></TR></TBODY></TABLE></div> <BR><BR>------ TCC Control Number: ------<BR><<#400560-516045#>></body></html> END RECORD
CONTACT RECORD
EID: 51397200 Contact Type: Contact Date: 2009-11-19 20:44:25 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2009-11-19 20:44:00 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: The caller is missing her TSA lock from her checked baggage, and she does not have a notice of bag inspection.
Body: Agent Notes: Provided caller with claims information. Provided caller with claims information. Flight: 1609, Baggage tag: OKCS931628; Provided the airport's phone number at OKC, per request. Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) 11/19/2009 8:53:18 PM, Last Update Date: Opening Agent: Opened Date: 11/19/2009 8:44:25 PM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, Airline: Southwest AirlinesSouthwest Airlines, Subject Category: TSA Accepted Locks - Missing or Damaged - TSA Accepted Locks - Missing or Damaged Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 51397344 Contact Type: Contact Date: 2009-11-20 00:11:54 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2009-11-19 12:40:00 Contact Prefix: (b) (6) Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: (b) (6) is reporting a $160 dollars pair of shoes missing from his checked bag, however their was no NOI found in his bag. Body: Agent Notes: Provided Lost and Found information to caller and walked caller through TSA web for an SF-95 form Provided Lost and Found information to caller and walked caller through TSA web for an SF-95 form Claim: Told caller to make copies of: Baggage tag Boarding pass stub TSA/NOI if available Purchase receipt or estimate When the claim form is sent caller will received an acknowledgment letter within 2-3 weeks with a claim number. In case caller wants to check status. Recommended caller to file a claim with the airline as well. Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) 11/20/2009 12:18:53 AM, Last Update Date: Opening Agent: Opened Date: 11/20/2009 12:11:54 AM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, DFW Dallas/Ft Worth, TX, USA - Dallas Ft Worth International, Airline: American Airlines -¬American Airlines -¬, Subject Category: Claim Form Requests - Missing items from Checked Baggage - Claim Form Requests - Missing items from Checked Baggage Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 51398266 Contact Type: Contact Date: 2009-11-20 15:19:11 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2009-11-20 06:05:00 Contact Prefix: Ms. Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Caller wanted to report that items were not re-packed properly in checked luggage after screening at (OKC). , Body: Agent Notes: Advised caller we would note issue, and an FYI will be sent to the CSM at that airport who oversees the screening operation. Advised caller we would note issue, and an FYI will be sent to the CSM at that airport who oversees the screening operation. There was a NOI. Follow Up: (b) (6) explained that the straps to her luggage were not placed back properly and she would like to notify the CSM at OKC. She explained when she received her luggage that straps were not properly hooked together and her items could have possibly fell out of the bag and she would like for the CSM at OKC to be aware that screeners did not do a good job of securing her luggage. To TSOC Date: From TSOC Date: Last Updated By: (b) (6) 11/20/2009 3:26:19 PM,(b) (6) 11/20/2009 3:26:26 PM, Last Update Date: Opening Agent: Opened Date: 11/20/2009 3:19:11 PM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, ORD Chicago, IL, USA - O'hare International Airport, Airline: American Airlines -¬American Airlines -¬, Subject Category: Mishandling of Passengers Property - Disarrayed Carry-on/Checked Baggage - Mishandling of Passengers Property Disarrayed Carry-on/Checked Baggage Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 51402536 Contact Type: Contact Date: 2009-11-24 12:35:18 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2009-11-24 12:35:18 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Caller states they want to file a complaint about the service they received from an airline. , Body: Agent Notes: Advised caller to contact ACPD and provided phone number Advised caller to contact ACPD and provided phone number Calling on behalf of her son, Caller stated that her son missed the flight because the airline left 15min early. She stated that her son is an active duty Marine and is facing article 15 because he was not on the flight to base camp, Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) 11/24/2009 12:35:18 PM,(b) (6) 11/24/2009 12:45:08 PM, Last Update Date: Opening Agent: Opened Date: 11/24/2009 12:35:18 PM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, SAN San Diego, CA, USA - Lindbergh International Airport, DEN Denver, CO, USA - Denver International, Airline: United Airlines -¬United Airlines -¬, Subject Category: Airline- Service Complaints - Airline- Service Complaints Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 51409312 Contact Type: Contact Date: 2009-11-30 15:19:40 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2009-11-28 14:00:00 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Caller asked what was the procedure for carrying on her pills in a pill planner as hers was confiscated at DEN. Body: Agent Notes: Advised caller how to pack medication in carry-on baggage. Advised caller how to pack medication in carry-on baggage. Caller asked can she file for insurance coverage under the circumstances. Informed caller that we would not know under the circumstances. Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) 11/30/2009 3:34:19 PM, Last Update Date: Opening Agent: Opened Date: 11/30/2009 3:19:40 PM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, DEN Denver, CO, USA - Denver International, Airline: Southwest AirlinesSouthwest Airlines, Subject Category: Allowance of Acceptable Items- Medication/Prescription - Allowance of Acceptable Items- Medication/Prescription Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 51421301 Contact Type: Contact Date: 2009-12-09 14:03:23 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2009-12-03 08:30:00 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Caller said that there was no NOI in his bag but his zippers were busted and he is missing two samples of salt. Caller said that one was in a trash bag and the other was in a fruit drink bottle. Caller said that there was no lock on his bag. Body: Agent Notes: Provided the number to TSA's lost and found at OKC. Provided the number to TSA's lost and found at OKC. Walked caller through website for claim form. Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) 12/9/2009 2:07:54 PM, Last Update Date: Opening Agent: Opened Date: 12/9/2009 2:03:23 PM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, Airline: United Airlines -¬United Airlines -¬, Subject Category: Lost and Found- TSA - Lost and Found- TSA Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 51423829 Contact Type: Contact Date: 2009-12-10 21:46:04 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2009-12-10 11:00:00 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Caller stated he is missing tools (2) knives (1) is a Gerber folding knife, a pair of collapsible needle nose plyers,tool belt, flash light, and a box cutter his from checked luggage@(OKC). Body: Agent Notes: Provided Lost and Found information to caller for (OKC). Caller was offered a claim form. Provided Lost and Found information to caller for (OKC). Caller was offered a claim form. NOI no Flight#2651 Baggage Tag OAKS180246/OAKASA02 Caller was walked thru the TSA website. Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) 12/10/2009 10:02:07 PM,(b) (6) 6:48:02 PM, Last Update Date: Opening Agent: Opened Date: 12/10/2009 9:46:04 PM Linked Event IDs:
12/10/2009 10:32:30 PM,(b) (6)
12/11/2009
Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, Airline: Southwest AirlinesSouthwest Airlines, Subject Category: Claim Form Requests - Missing items from Checked Baggage - Claim Form Requests - Missing items from Checked Baggage Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 51425431 Contact Type: Contact Date: 2009-12-12 09:48:58 Medium: EMAIL Contact Status: CLOSED Incident Date: Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: (b) (6) Subject: ISSUE, TSA Contact Us: Complaints Body: THIS GENERATED EMAIL HAS BEEN SENT FROM http://www.tsa.gov/contact/index.shtm -----------------------------------------------------------------------------------------------------------Remote Client IP: (b) (6) Date Time: 12/11/2009 1:55:32 PM ------------------------------------------------------------------------------------------------------------
Name: (b) (6) Email: (b) (6) Complaints:Long Lines / Lengthy Wait at Checkpoint Flight Info (If applicable. Enter Flight#/Airline/Terminal/Airport/Gate/Etc):I fly three to four times a week and at most airports does a superior job and veryefficient. Will Rogers world Airport tsa is an atrocity the officers are lackadaisical they don't seem to want to work. There are always several tsa employees just standing around. It takes you 4 to 6 times longer to get through security as any other airport. Comments:See above Agent Notes: SCREENERS STANDING AROUND RESPONSE SCREENERS STANDING AROUND RESPONSE, Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) 12/12/2009 9:48:58 AM,(b) (6) 12/12/2009 9:51:10 AM, Last Update Date: Opening Agent: Opened Date: 12/11/2009 7:07:48 PM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, Airline: Subject Category: Screener Inattentive to Duties- Lax Security - Screener Inattentive to Duties- Lax Security Interaction Type: COMPLAINT Response Email: From: Prior Vendor To: (b) (6) Subject: Re: TSA Contact Us: Complaints <<#408562-525347#>> Body: <html><head><style type="text/css">p {margin-bottom: 0; margin-top: 0;}</style></head><body bgcolor="#ffffff" style="background: #ffffff"> <font size="2"><div style="width:100%;word-wrap:break-word;font-family: Arial;color: #000000;"><P class=msonormal style="MARGIN:
0in 0in 0pt"><SPAN><FONT face=Arial,sans-serif size=3>Thank you for your email message expressing your concern regarding Transportation Security Officers (TSOs) standing around at the airport while you were waiting in line to be screened.</FONT></SPAN> </P> <P class=msonormal style="MARGIN: 0in 0in 0pt"><SPAN><FONT face=Arial,sans-serif size=3> </FONT></SPAN> </P> <P class=msonormal style="MARGIN: 0in 0in 0pt"><SPAN><FONT face=Arial,sans-serif size=3>The Transportation Security Administration (TSA) uses a Screening Allocation Model to ensure that an appropriate number of TSOs are assigned to each airport based on operations and passenger loads. </FONT></SPAN><FONT face=Arial,sans-serif size=3><SPAN> </SPAN><SPAN>This model, which incorporates part-time employees, ensures that TSA has sufficient staff to handle peak periods of passenger volume while downsizing for slower periods. </SPAN><SPAN> </SPAN><SPAN>Studies conducted by TSA and by independent organizations such as the Government Accountability Office have found that the model has made scheduling of TSA screening officers much more effective and efficient.</SPAN><SPAN> </SPAN><SPAN>It is possible that the individuals you observed were newly hired and observing screening operations as part of their on-the-job training, or they could have just reported for duty and were awaiting the shift change.</SPAN></FONT> </P> <P class=msonormal style="MARGIN: 0in 0in 0pt"><SPAN><FONT face=Arial,sans-serif size=3> </FONT></SPAN> </P> <P class=msonormal style="MARGIN: 0in 0in 0pt"><SPAN><FONT face=Arial,sans-serif size=3>We hope this information is helpful.</FONT></SPAN> </P> <P class=msonormal style="MARGIN: 0in 0in 0pt"><SPAN><FONT face=Arial,sans-serif size=3> </FONT></SPAN> </P> <P class=msonormal style="MARGIN: 0in 0in 0pt"><SPAN><FONT face=Arial,sans-serif size=3> </FONT></SPAN> </P> <P class=msonormal style="MARGIN: 0in 0in 0pt"></P> <P class=msonormal style="MARGIN: 0in 0in 0pt"> </P> <P class=msonormal style="MARGIN: 0in 0in 0pt"> </P></div> </font><br /> <br><br><div>--- Original Message ---<BR>From: <(b) (6) ><BR>Received: 12/11/09 7:07:49 PM EST<BR>To: "TSA Contact Center" <[email protected]><BR>Subject: TSA Contact Us: Complaints<BR><BR>THIS GENERATED EMAIL HAS BEEN SENT FROM http://www.tsa.gov/contact/index.shtm<BR>-----------------------------------------------------------------------------------------------------------<BR>Remote Client IP: (b) (6) <BR>Date Time: 12/11/2009 1:55:32 PM<BR>-----------------------------------------------------------------------------------------------------------<BR><BR> <TABLE style="WIDTH: 750px" cellSpacing=1 cellPadding=3 border=2> <TBODY> <TR> <TD style="FONT-WEIGHT: bold; VERTICAL-ALIGN: top; WIDTH: 200px; TEXT-ALIGN: right">Name:</TD> <TD>(b) (6) </TD></TR> <TR> <TD style="FONT-WEIGHT: bold; VERTICAL-ALIGN: top; WIDTH: 200px; TEXT-ALIGN: right">Email:</TD> <TD>(b) (6) </TD></TR> <TR> <TD style="FONT-WEIGHT: bold; VERTICAL-ALIGN: top; WIDTH: 200px; TEXT-ALIGN: right">Complaints:</TD> <TD>Long Lines / Lengthy Wait at Checkpoint</TD></TR> <TR> <TD style="FONT-WEIGHT: bold; VERTICAL-ALIGN: top; WIDTH: 200px; TEXT-ALIGN: right">Flight Info (If applicable. Enter Flight#/Airline/Terminal/Airport/Gate/Etc):</TD> <TD>I fly three to four times a week and at most airports does a superior job and veryefficient. Will Rogers world Airport tsa is an atrocity the officers are lackadaisical they don't seem to want to work. There are always several tsa employees just standing around. It takes you 4 to 6 times longer to get through security as any other airport.</TD></TR> <TR> <TD style="FONT-WEIGHT: bold; VERTICAL-ALIGN: top; WIDTH: 200px; TEXT-ALIGN: right">Comments:</TD> <TD>See above</TD></TR></TBODY></TABLE></div> <BR><BR>------ TCC Control Number: ------<BR><<#408562-525347#>></body></html> END RECORD
CONTACT RECORD
EID: 51426855 Contact Type: Contact Date: 2009-12-14 10:16:28 Medium: EMAIL Contact Status: CLOSED Incident Date: Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: (b) (6) Subject: ISSUE, Re: TSA Contact Us: Complaints Body: No it was not. Something needs to be done on okc
Sent from iPhone
(b) (6) (b) (6) (b) (6)
On Dec 12, 2009, at 8:47 AM, "TSA-ContactCenter" <[email protected]> wrote:
Thank you for your email message expressing your concern regarding Transportation Security Officers (TSOs) standing around at the airport while you were waiting in line to be screened.
The Transportation Security Administration (TSA) uses a Screening Allocation Model to ensure that an appropriate number of TSOs are assigned to each airport based on operations and passenger loads. This model, which incorporates part-time employees, ensures that TSA has sufficient staff to handle peak periods of passenger volume while downsizing for slower periods. Studies conducted by TSA and by independent organizations such as the Government Accountability Office have found that the model has made scheduling of TSA screening officers much more effective and efficient. It is possible that the individuals you observed were newly hired and observing screening operations as part of their on-the-job training, or they could have just reported for duty and were awaiting the shift change.
We hope this information is helpful.
--- Original Message --From: <(b) (6) > Received: 12/11/09 7:07:49 PM EST To: "TSA Contact Center" <[email protected]> Subject: TSA Contact Us: Complaints THIS GENERATED EMAIL HAS BEEN SENT FROM <http://www.tsa.gov/contact/index.shtm> http://www.tsa.gov/contact/index.shtm -----------------------------------------------------------------------------------------------------------Remote Client IP: (b) (6) Date Time: 12/11/2009 1:55:32 PM ------------------------------------------------------------------------------------------------------------
Name: (b) (6) Email: (b) (6) Complaints: Long Lines / Lengthy Wait at Checkpoint Flight Info (If applicable. Enter Flight#/Airline/Terminal/Airport/Gate/Etc): I fly three to four times a week and at most airports does a superior job and veryefficient. Will Rogers world Airport tsa is an atrocity the officers are lackadaisical they don't seem to want to work. There are always several tsa employees just standing around. It takes you 4 to 6 times longer to get through security as any other airport. Comments: See above
------ TCC Control Number: -----<<#408562-525347#>> Agent Notes: Consumer Complaint BCC/CSM Response Consumer Complaint BCC/CSM Response, Fwd'd the email to the CSM at the OKC airport. (b) (6) Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) 12/14/2009 10:16:28 AM,(b) (6) 12/14/2009 10:17:20 AM,(b) (6) 3/22/2010 7:15:17 PM, Last Update Date: Opening Agent: Opened Date: 12/12/2009 2:42:12 PM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, Airline: Subject Category: Lengthy Wait- Long Lines - Lengthy Wait- Long Lines Interaction Type: COMPLAINT Response Email: From: Prior Vendor To:(b) (6) Subject: Re: TSA Contact Us: Complaints <<#408562-525347#>> Body: <html><head><style type="text/css">p {margin-bottom: 0; margin-top: 0;}</style></head><body bgcolor="#ffffff" style="background: #ffffff"> <font size="2"><div style="width:100%;word-wrap:break-word;font-family: Arial;color: #000000;"><P><FONT face=" Helvetica, sansserif,Arial">Thank you for your email message. We are sorry you were unhappy with your recent travel experience.</FONT> </P> <P> </P> <P><FONT face=" Helvetica, sans-serif,Arial">Because your complaint is regarding screening at OKC, we have forwarded a copy of your email to the Customer Service Manager at that airport. The Customer Service Manager is responsible for ensuring that the screener workforce adheres to TSA principles for professional processing.</FONT> </P> <P> </P> <P><FONT face=" Helvetica, sans-serif,Arial">We monitor the number and nature of complaints we receive to track trends and spot areas of concern that may require special attention. This ongoing process will enable us to ensure prompt, corrective action whenever we determine that security-screening policies need modification or specific employees or screener teams are the subjects of repeated
complaints.</FONT> </P> <P> </P> <P><FONT face=" Helvetica, sans-serif,Arial">Again, the TSA offers sincere apologies for the discomfort you experienced while traveling and encourage you to check the latest information at </FONT><FONT face=" Helvetica, sans-serif,Arial"><A href="http://www.tsa.gov/" shape=rect>www.tsa.gov</A></FONT><FONT face=" Helvetica, sans-serif,Arial">.</FONT> </P> <P> </P> <P><FONT face=" Helvetica, sans-serif,Arial">TSA Contact Center</FONT><FONT face=" Helvetica, sans-serif,Arial"><BR clear=none></FONT></P></div> </font><br /> <br><br><div>--- Original Message ---<BR>From: (b) (6) ><BR>Received: 12/12/09 2:42:10 PM EST<BR>To: "TSA Contact Center" <[email protected]><BR>Subject: Re: TSA Contact Us: Complaints<BR><BR> <DIV>No it was not. Something needs to be done on okc<BR><BR> <DIV>Sent from iPhone </DIV> <DIV><BR class=webkit-block-placeholder></DIV> <DIV>(b) (6) </DIV> <DIV>(b) (6) </DIV> <DIV>(b) (6) </DIV> <DIV> </DIV></DIV> <DIV><BR>On Dec 12, 2009, at 8:47 AM, "TSA-ContactCenter" <<A href="mailto:[email protected]">[email protected]</A>> wrote:<BR><BR></DIV> <DIV></DIV> <BLOCKQUOTE type="cite"> <DIV><FONT size=2> <DIV style="WIDTH: 100%; COLOR: #000000; FONT-FAMILY: Arial; WORD-WRAP: break-word"> <P class=msonormal style="MARGIN: 0in 0in 0pt"><SPAN><FONT face=Arial,sans-serif size=3>Thank you for your email message expressing your concern regarding Transportation Security Officers (TSOs) standing around at the airport while you were waiting in line to be screened.</FONT></SPAN> </P> <P class=msonormal style="MARGIN: 0in 0in 0pt"><SPAN><FONT face=Arial,sans-serif size=3> </FONT></SPAN> </P> <P class=msonormal style="MARGIN: 0in 0in 0pt"><SPAN><FONT face=Arial,sans-serif size=3>The Transportation Security Administration (TSA) uses a Screening Allocation Model to ensure that an appropriate number of TSOs are assigned to each airport based on operations and passenger loads. </FONT></SPAN><FONT face=Arial,sans-serif size=3><SPAN> </SPAN><SPAN>This model, which incorporates part-time employees, ensures that TSA has sufficient staff to handle peak periods of passenger volume while downsizing for slower periods. </SPAN><SPAN> </SPAN><SPAN>Studies conducted by TSA and by independent organizations such as the Government Accountability Office have found that the model has made scheduling of TSA screening officers much more effective and efficient.</SPAN><SPAN> </SPAN><SPAN>It is possible that the individuals you observed were newly hired and observing screening operations as part of their on-the-job training, or they could have just reported for duty and were awaiting the shift change.</SPAN></FONT> </P> <P class=msonormal style="MARGIN: 0in 0in 0pt"><SPAN><FONT face=Arial,sans-serif size=3> </FONT></SPAN> </P> <P class=msonormal style="MARGIN: 0in 0in 0pt"><SPAN><FONT face=Arial,sans-serif size=3>We hope this information is helpful.</FONT></SPAN> </P> <P class=msonormal style="MARGIN: 0in 0in 0pt"><SPAN><FONT face=Arial,sans-serif size=3> </FONT></SPAN> </P> <P class=msonormal style="MARGIN: 0in 0in 0pt"><SPAN><FONT face=Arial,sans-serif size=3> </FONT></SPAN> </P> <P class=msonormal style="MARGIN: 0in 0in 0pt"></P> <P class=msonormal style="MARGIN: 0in 0in 0pt"> </P> <P class=msonormal style="MARGIN: 0in 0in 0pt"> </P></DIV></FONT><BR><BR><BR> <DIV>--- Original Message ---<BR>From: <<A href="mailto:(b) (6) </A>><BR>Received: 12/11/09 7:07:49 PM EST<BR>To: "TSA Contact Center" <<A href="mailto:[email protected]">[email protected]</A>><BR>Subject: TSA Contact Us: Complaints<BR><BR>THIS GENERATED EMAIL HAS BEEN SENT FROM <A href="http://www.tsa.gov/contact/index.shtm"><A href="http://www.tsa.gov/contact/index.shtm">http://www.tsa.gov/contact/index.shtm</A></A><BR>-----------------------------------------------------------------------------------------------------------<BR>Remote Client IP: (b) (6) <BR>Date Time: 12/11/2009 1:55:32 PM<BR>-----------------------------------------------------------------------------------------------------------<BR><BR> <TABLE style="WIDTH: 750px" cellSpacing=1 cellPadding=3 border=2> <TBODY> <TR> <TD style="FONT-WEIGHT: bold; VERTICAL-ALIGN: top; WIDTH: 200px; TEXT-ALIGN: right">Name:</TD> <TD>(b) (6) </TD></TR> <TR> <TD style="FONT-WEIGHT: bold; VERTICAL-ALIGN: top; WIDTH: 200px; TEXT-ALIGN: right">Email:</TD> <TD><A href="mailto:(b) (6) </A></TD></TR> <TR> <TD style="FONT-WEIGHT: bold; VERTICAL-ALIGN: top; WIDTH: 200px; TEXT-ALIGN: right">Complaints:</TD> <TD>Long Lines / Lengthy Wait at Checkpoint</TD></TR> <TR> <TD style="FONT-WEIGHT: bold; VERTICAL-ALIGN: top; WIDTH: 200px; TEXT-ALIGN: right">Flight Info (If applicable. Enter Flight#/Airline/Terminal/Airport/Gate/Etc):</TD>
<TD>I fly three to four times a week and at most airports does a superior job and veryefficient. Will Rogers world Airport tsa is an atrocity the officers are lackadaisical they don't seem to want to work. There are always several tsa employees just standing around. It takes you 4 to 6 times longer to get through security as any other airport.</TD></TR> <TR> <TD style="FONT-WEIGHT: bold; VERTICAL-ALIGN: top; WIDTH: 200px; TEXT-ALIGN: right">Comments:</TD> <TD>See above</TD></TR></TBODY></TABLE></DIV><BR><BR>------ TCC Control Number: ------<BR><<#408562525347#>></DIV></BLOCKQUOTE></div> <BR><BR>------ TCC Control Number: ------<BR><<#408562-525347#>></body></html> END RECORD
CONTACT RECORD
EID: 51427560 Contact Type: Contact Date: 2009-12-14 14:33:04 Medium: EMAIL Contact Status: CLOSED Incident Date: Contact Prefix: Contact First Name: Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: (b) (6) Subject: ISSUE, TSA Contact Us: Employment with TSA Body: THIS GENERATED EMAIL HAS BEEN SENT FROM http://www.tsa.gov/contact/index.shtm -----------------------------------------------------------------------------------------------------------Remote Client IP: (b) (6) Date Time: 12/14/2009 1:37:40 AM ------------------------------------------------------------------------------------------------------------
(b) (6)
Inquiry for: Employment Status (You have already applied for a job with TSA) Name: (b) (6) Email: (b) (6) Comments:I have applied for announcement: HQ-OHC-09-193622, however, Forms 2811 and 2812 are required and I am unable to locate or access these required forms Agent Notes: HR ACCESS HELP DESK RESPONSE HR ACCESS HELP DESK RESPONSE, Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) 12/14/2009 2:33:04 PM,(b) (6) 12/14/2009 2:33:35 PM, Last Update Date: Opening Agent: Opened Date: 12/14/2009 11:39:55 AM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, Airline: Subject Category: Prospective Employees- Employment with TSA - Prospective Employees- Employment with TSA Interaction Type: COMPLAINT Response Email: From: Prior Vendor To: (b) (6) Subject: Re: TSA Contact Us: Employment with TSA <<#409193-526058#>> Body: <html><head><style type="text/css">p {margin-bottom: 0; margin-top: 0;}</style></head><body bgcolor="#ffffff" style="background: #ffffff"> <font size="2"><div style="width:100%;word-wrap:break-word;font-family: Arial;color: #000000;"><P><FONT face=" Times, serif,Times New Roman" size=3>Thank you for your e-mail regarding the Transportation Security Administration (TSA) Human Resources (HR) Access Help Desk.</FONT> </P>
<P> </P> <P><FONT face=" Times, serif,Times New Roman" size=3>If you are currently employed by TSA, you may call the HR Access Help Desk toll-free at (866) 274-6438. If you are interested in applying for a position with TSA or are a current applicant, please contact the HR Access Help Desk using the contact and availability information listed below.</FONT> </P> <P> </P> <P><FONT face=" Times, serif,Times New Roman" size=3>Contact Information:</FONT> </P> <P><FONT face=" Times, serif,Times New Roman" size=3>Telephone: (877) TSA-7990 ([877] 872-7990)</FONT><FONT face=" Times, serif,Times New Roman" size=3><BR clear=none></FONT><FONT face=" Times, serif,Times New Roman" size=3>Email: </FONT><FONT face=" Times, serif,Times New Roman" size=3><A href="mailto:[email protected]" shape=rect>[email protected]</A></FONT><BR clear=none><FONT face=" Times, serif,Times New Roman" size=3>Fax: (877) TSA-7993 ([877] 872-7993)</FONT><FONT face=" Times, serif,Times New Roman" size=3><BR clear=none></FONT><FONT face=" Times, serif,Times New Roman" size=3>TTY: (877) TSA-7992 ([877] 872-7992)</FONT><FONT face=" Times, serif,Times New Roman" size=3><BR clear=none></FONT><FONT face=" Times, serif,Times New Roman" size=3>Website: </FONT><FONT face=" Times, serif,Times New Roman" size=3><A href="https://hraccess.tsa.dhs.gov/" shape=rect>https://HRAccess.tsa.dhs.gov</A></FONT> </P> <P> </P> <P><FONT face=" Times, serif,Times New Roman" size=3>Those with hearing impairments should use the following toll-free number:</FONT><FONT face=" Times, serif,Times New Roman" size=3><BR clear=none></FONT><FONT face=" Times, serif,Times New Roman" size=3>(800) 887-5506.</FONT> </P> <P> </P> <P><FONT face=" Times, serif,Times New Roman" size=3>Availability:</FONT> </P> <P><FONT face=" Times, serif,Times New Roman" size=3>Monday through Friday 7:00 a.m. - 8:00 p.m. EDT</FONT><FONT face=" Times, serif,Times New Roman" size=3><BR clear=none></FONT><FONT face=" Times, serif,Times New Roman" size=3>Saturday 10:00 a.m. 3:00 p.m. EDT</FONT><FONT face=" Times, serif,Times New Roman" size=3><BR clear=none></FONT><FONT face=" Times, serif,Times New Roman" size=3>Sunday 12:00 a.m. - 4:00 p.m. EDT</FONT> </P> <P> </P> <P><FONT face=" Times, serif,Times New Roman" size=3>Mailing Address:</FONT> </P> <P><FONT face=" Times, serif,Times New Roman" size=3>Lockheed Martin</FONT><FONT face=" Times, serif,Times New Roman" size=3><BR clear=none></FONT><FONT face=" Times, serif,Times New Roman" size=3>Human Resources Service Center</FONT><FONT face=" Times, serif,Times New Roman" size=3><BR clear=none></FONT><FONT face=" Times, serif,Times New Roman" size=3>Metroplace One</FONT><FONT face=" Times, serif,Times New Roman" size=3><BR clear=none></FONT><FONT face=" Times, serif,Times New Roman" size=3>2650 Park Tower Drive, 2nd Floor</FONT><FONT face=" Times, serif,Times New Roman" size=3><BR clear=none></FONT><FONT face=" Times, serif,Times New Roman" size=3>Vienna, VA 22180-7300</FONT> </P> <P> </P> <P><FONT face=" Times, serif,Times New Roman" size=3>We hope this information is helpful.</FONT> </P> <P> </P> <P> </P> <P><FONT face=" Times, serif,Times New Roman" size=3>TSA Contact Center</FONT> </P></div> </font><br /> <br><br><div>--- Original Message ---<BR>From: <(b) (6) ><BR>Received: 12/14/09 11:39:47 AM EST<BR>To: "TSA Contact Center" <[email protected]><BR>Subject: TSA Contact Us: Employment with TSA<BR><BR>THIS GENERATED EMAIL HAS BEEN SENT FROM http://www.tsa.gov/contact/index.shtm<BR>-----------------------------------------------------------------------------------------------------------<BR>Remote Client IP: (b) (6) <BR>Date Time: 12/14/2009 1:37:40 AM<BR>-----------------------------------------------------------------------------------------------------------<BR><BR> <TABLE style="WIDTH: 750px" cellSpacing=1 cellPadding=3 border=2> <TBODY> <TR> <TD style="FONT-WEIGHT: bold; VERTICAL-ALIGN: top; WIDTH: 200px; TEXT-ALIGN: right">Inquiry for: </TD> <TD>Employment Status (You have already applied for a job with TSA)</TD></TR> <TR> <TD style="FONT-WEIGHT: bold; VERTICAL-ALIGN: top; WIDTH: 200px; TEXT-(b) (6) N: right">Name:</TD> <TD>(b) (6) /TD></TR> <TR> <TD style="FONT-WEIGHT: bold; VERTICAL-ALIGN: top; WIDTH: 200px; TEXT-ALIGN: right">Email:</TD> <TD>(b) (6) </TD></TR> <TR> <TD style="FONT-WEIGHT: bold; VERTICAL-ALIGN: top; WIDTH: 200px; TEXT-ALIGN: right">Comments:</TD> <TD>I have applied for announcement: HQ-OHC-09-193622, however, Forms 2811 and 2812 are required and I am unable to locate or access these required forms.</TD></TR></TBODY></TABLE></div> <BR><BR>------ TCC Control Number: ------<BR><<#409193-526058#>></body></html> END RECORD
CONTACT RECORD
EID: 51429691 Contact Type: Contact Date: 2009-12-15 16:28:38 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2009-12-15 16:33:00 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: (b) (6) Contact Address 2: Contact City:(b) (6) Contact State: Contact Zip: (b) (6) Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Caller stated that antique was missing from checked bags at OKC Body: Agent Notes: Provided caller with information on the claims process, and SF-95 mailed on 12/16/2009 Provided caller with information on the claims process, and SF-95 mailed on 12/16/2009 I gave caller the number to lost and found at OKC Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) 12/15/2009 4:34:40 PM, Last Update Date: Opening Agent: Opened Date: 12/15/2009 4:28:38 PM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, Airline: Subject Category: Claim Form Requests-Checked Bag - Claim Form Requests-Checked Bag Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 51431049 Contact Type: Contact Date: 2009-12-16 14:08:30 Medium: EMAIL Contact Status: CLOSED Incident Date: 2009-12-14 07:01:00 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: (b) (6) Subject: ISSUE, TSA Contact Us: Complaints Body: THIS GENERATED EMAIL HAS BEEN SENT FROM http://www.tsa.gov/contact/index.shtm -----------------------------------------------------------------------------------------------------------Remote Client IP:(b) (6) Date Time: 12/15/2009 6:27:49 PM ------------------------------------------------------------------------------------------------------------
Name: (b) (6) Email: (b) (6) Complaints:Damaged or Missing items in Checked or Carry-on Baggage Flight Info (If applicable. Enter Flight#/Airline/Terminal/Airport/Gate/Etc):SWA Flt 3001, Dec. 14, 2009 departing OKC 8:05 am for Burbank with transfer in Phoenix to Flt. 2048. Claim check number OKCK797838 Comments:As per TSA's "Notice of Baggage Inspection", my checked bag was inspected on 12/14/09 @7:01am in OKC. Now missing from that suitcase are 2 antique bottles- remembrances from my deceased uncle whose military funeral I was in OK to attend. These small bottles were wrapped in bubble wrap with a heavy sock pulled over each one. I can only assume from this, that TSA allows it's employees to help themselves to travelers' personal belongings as they see fit. The notice of inspection states that my baggage is subject to physical inspection by TSA employees to protect me and my fellow passengers. But who protects the traveler from these unsccrupulous TSA employees? I am absoultely disgusted that government employees can be allowed to get away with out and out thievery. I plan to contact everyone I can think of from my congressman and representative to consumer advocate groups to let them know of TSA's shoddy treatment of honest passengers Agent Notes: Retrieve Items & Claims Response Retrieve Items & Claims Response, Provided customer with OKC TSA Lost and Found number (405-680-3233). Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) 12/16/2009 2:08:30 PM,(b) (6) 12/16/2009 2:11:36 PM, Last Update Date: Opening Agent: Opened Date: 12/16/2009 12:06:29 PM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, BUR Burbank, CA, USA - Burbank Glendale Pasadena Airport, PHX Phoenix, AZ, USA - Sky Harbor International Airport, Airline: Southwest AirlinesSouthwest Airlines, Subject Category: Claim Form Requests - Missing items from Checked Baggage - Claim Form Requests - Missing items from Checked Baggage Interaction Type: COMPLAINT
Response Email: From: Prior Vendor To: (b) (6) Subject: Re: TSA Contact Us: Complaints <<#410100-527104#>> Body: <html><head><style type="text/css">p {margin-bottom: 0; margin-top: 0;}</style></head><body bgcolor="#ffffff" style="background: #ffffff"> <font size="2"><div style="width:100%;word-wrap:break-word;font-family: Arial;color: #000000;"><P>Thank you for your email message regarding the retrieval of lost items. <BR clear=none> <BR clear=none>Each airport establishes procedures for handling lost and found items. The Transportation Security Administration (TSA) follows those procedures where they exist. The airports in those instances are responsible for holding and disposing items under applicable local laws. Items, such as locks, tags, straps, and other external luggage pieces, are often lost or damaged as the baggage goes through the baggage handling equipment and may or may not have been found by airline/airport personnel. </P> <P> </P> <P>In an airport where no policy exists, found articles are collected, stored, and disposed of under General Services Administration rules. TSA is unable to identify and return all items, but may be able to locate and return items on a case-by-case basis. </P> <P> </P> <P><STRONG>We suggest you contact the airport (OKC) where your items were confiscated or lost at 405-6803233.</STRONG><BR clear=none> <BR clear=none>We work very hard to achieve consistency in the security processes. As we inspect screening operations at airports and receive feedback from the traveling public, we address inconsistencies and ensure corrective actions are taken, when necessary. We will continue to do all that we can to inspect screening operations and provide written procedures and training to specify how the process is to be applied.<BR clear=none> <BR clear=none>To file a claim, fill out the attached Standard Form 95 (claim form) in accordance with the instructions, and return it to the address in box #1. Please be sure to follow the instructions carefully, and to fill out the claim form completely. While use of the form is not mandatory, it will help you ensure that you meet the legal requirements for filing a claim. If you decide to file a claim, it will be processed in accordance with the Federal Tort Claims Act.<BR clear=none> <BR clear=none>Once the Claims Management Office has received your claim form, you will be sent a letter of acknowledgement and a claim number. You should keep the claim number for future reference when inquiring about your claim. TSA will try to resolve your claim as quickly as possible, but it may need time to make a further investigation of the facts. If TSA denies your claim, or has not finally resolved it within 6 months after you have filed it, you may have a right to bring your claim to court. <BR clear=none> <BR clear=none>You can also access claim forms online at the TSAGÇÖs Claims Management OfficeGÇÖs website at <A href="http://www.tsa.gov/travelers/customer/claims/index.shtm" shape=rect>www.tsa.gov/travelers/customer/claims/index.shtm</A>. This website also has information related to filing a claim, checking the status of a claim, and other claim-related issues. You can also access this website by clicking on the Claims Management Office link in the GÇ£Resource CenterGÇ¥ on TSAGÇÖs homepage at <A href="http://www.tsa.gov/" shape=rect>www.tsa.gov</A>. If you have additional questions related to the claims process, please contact the Claims Management Office at <A href="mailto:[email protected]" shape=rect>[email protected]</A>. <BR clear=none> <BR clear=none>TSA Contact Center<BR clear=none></P></div> </font><br /> <br><br><div>--- Original Message ---<BR>From: <(b) (6) ><BR>Received: 12/16/09 12:06:30 PM EST<BR>To: "TSA Contact Center" <[email protected]><BR>Subject: TSA Contact Us: Complaints<BR><BR>THIS GENERATED EMAIL HAS BEEN SENT FROM http://www.tsa.gov/contact/index.shtm<BR>-----------------------------------------------------------------------------------------------------------<BR>Remote Client IP: (b) (6) <BR>Date Time: 12/15/2009 6:27:49 PM<BR>-----------------------------------------------------------------------------------------------------------<BR><BR> <TABLE style="WIDTH: 750px" cellSpacing=1 cellPadding=3 border=2> <TBODY> <TR> <TD style="FONT-WEIGHT: bold; VERTICAL-ALIGN: top; WIDTH: 200px; TEXT-ALIGN: right">Name:</TD> <TD>(b) (6) </TD></TR> <TR> <TD style="FONT-WEIGHT: bold; VERTICAL-ALIGN: top; WIDTH: 200px; TEXT-ALIGN: right">Email:</TD> <TD>(b) (6) </TD></TR> <TR> <TD style="FONT-WEIGHT: bold; VERTICAL-ALIGN: top; WIDTH: 200px; TEXT-ALIGN: right">Complaints:</TD> <TD>Damaged or Missing items in Checked or Carry-on Baggage</TD></TR> <TR> <TD style="FONT-WEIGHT: bold; VERTICAL-ALIGN: top; WIDTH: 200px; TEXT-ALIGN: right">Flight Info (If applicable. Enter Flight#/Airline/Terminal/Airport/Gate/Etc):</TD> <TD>SWA Flt 3001, Dec. 14, 2009 departing OKC 8:05 am for Burbank with transfer in Phoenix to Flt. 2048. Claim check number OKCK797838</TD></TR> <TR> <TD style="FONT-WEIGHT: bold; VERTICAL-ALIGN: top; WIDTH: 200px; TEXT-ALIGN: right">Comments:</TD> <TD>As per TSA's "Notice of Baggage Inspection", my checked bag was inspected on 12/14/09 @7:01am in OKC. Now missing from that suitcase are 2 antique bottles- remembrances from my deceased uncle whose military funeral I was in OK to attend. These small bottles were wrapped in bubble wrap with a heavy sock pulled over each one. I can only assume from this, that TSA allows it's employees to
help themselves to travelers' personal belongings as they see fit. The notice of inspection states that my baggage is subject to physical inspection by TSA employees to protect me and my fellow passengers. But who protects the traveler from these unsccrupulous TSA employees? I am absoultely disgusted that government employees can be allowed to get away with out and out thievery. I plan to contact everyone I can think of from my congressman and representative to consumer advocate groups to let them know of TSA's shoddy treatment of honest passengers.</TD></TR></TBODY></TABLE></div> <BR><BR>------ TCC Control Number: ------<BR><<#410100-527104#>></body></html> END RECORD
CONTACT RECORD
EID: 51431995 Contact Type: Contact Date: 2009-12-16 23:24:27 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2009-12-16 23:23:00 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Caller says that his bag was cut after it was inspected by TSA. Body: Agent Notes: Provided caller with information on the claims process, and SF-95 on the TSA.gov website. Provided caller with information on the claims process, and SF-95 on the TSA.gov website. Notice of Inspection was left. Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) 12/16/2009 11:32:03 PM, Last Update Date: Opening Agent: Opened Date: 12/16/2009 11:24:27 PM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, HOU Houston, TX, USA - Houston Hobby Airport, MSY New Orleans, LA, USA - Moisant International Airport, Airline: Southwest AirlinesSouthwest Airlines, Subject Category: Claim Form Requests-Checked Bag - Claim Form Requests-Checked Bag Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 51432029 Contact Type: Contact Date: 2009-12-17 00:33:46 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2009-12-16 12:38:00 Contact Prefix: Ms. Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: (b) (6) is calling about her daughter who just arrived on frontier, she is reporting that elmers spray adhesive and rubber cement was confiscated. Body: Agent Notes: Advised caller that there are no provisions for returning banned (prohibited) items. Each airport/airline establishes procedures for handling lost and found items. TSA follows those procedures where they exist. The airports/airlines in those instances are responsible for holding and disposing of items under applicable local laws. Advised caller that there are no provisions for returning banned (prohibited) items. Each airport/airline establishes procedures for handling lost and found items. TSA follows those procedures where they exist. The airports/airlines in those instances are responsible for holding and disposing of items under applicable local laws. Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) 12/17/2009 12:40:55 AM, Last Update Date: Opening Agent: Opened Date: 12/17/2009 12:33:46 AM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, Airline: Frontier Airlines (present)Frontier Airlines (present), Subject Category: Voluntarily Abandoned Property- Retrieving Abandoned/Confiscated Items - Voluntarily Abandoned PropertyRetrieving Abandoned/Confiscated Items Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 51435592 Contact Type: Contact Date: 2009-12-20 00:05:59 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2009-12-20 16:20:00 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Caller stated that her picture frames were damaged in checked luggage @ OKC Body: Agent Notes: Offered caller claim form to seek reimbursement for damage Offered caller claim form to seek reimbursement for damage Notice of bag inspection yes Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) 12/20/2009 12:10:20 AM, Last Update Date: Opening Agent: Opened Date: 12/20/2009 12:05:59 AM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, Airline: Frontier Airlines (present)Frontier Airlines (present), Subject Category: Mishandling of Passengers Property - Damaged Items- Carry-on Baggage - Mishandling of Passengers Property Damaged Items- Carry-on Baggage Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 51435866 Contact Type: Contact Date: 2009-12-20 13:45:54 Medium: TELEPHONE Contact Status: CLOSED Incident Date: Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Caller stated he is missing a Lap top from checked bag@(OKC). Body: Agent Notes: Provided Lost and Found information to caller for (OKC). Claim form offered. Provided Lost and Found information to caller for (OKC). Claim form offered. NOI yes Flight# 4613 Baggage Tag # 5006BL062204 Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) 12/20/2009 1:57:27 PM,(b) (6) 2/14/2010 4:58:50 PM, Last Update Date: Opening Agent: Opened Date: 12/20/2009 1:45:54 PM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, SLC Salt Lake City, UT, USA - Salt Lake City International Arpt, Airline: Skywest AirlinesSkywest Airlines, Subject Category: Claim Form Requests - Missing items from Checked Baggage - Claim Form Requests - Missing items from Checked Baggage Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 51437357 Contact Type: Contact Date: 2009-12-21 18:26:41 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2009-12-16 19:00:00 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Caller stated there was an ipod missing from her check luggage. Body: Agent Notes: Provided Lost and Found information to caller and walked caller through website for claims information Provided Lost and Found information to caller and walked caller through website for claims information Caller stated that there was a NOI in her luggage. Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) 12/21/2009 6:37:49 PM, Last Update Date: Opening Agent: Opened Date: 12/21/2009 6:26:41 PM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, Airline: Southwest AirlinesSouthwest Airlines, Subject Category: Claim Form Requests - Missing items from Checked Baggage - Claim Form Requests - Missing items from Checked Baggage Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 51437539 Contact Type: Contact Date: 2009-12-21 20:43:21 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2009-12-20 20:44:00 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: (b) (6) metal parts in his checked bag were placed on top of his mugs and CDs, which caused them to break. The caller also has a notice of bag inspection. Body: Agent Notes: Advised caller we would note issue, and an FYI will be sent to the CSM at that airport who oversees the screening operation. Offered a claim form. Advised caller we would note issue, and an FYI will be sent to the CSM at that airport who oversees the screening operation. Offered a claim form. Flight DL 4613, Baggage tag 5006 DL 052416, Check-in time: 7:02 AM Follow Up: (b) (6) metal parts in his checked bag were placed on top of his mugs and CDs, which caused them to break. The caller also has a notice of bag inspection. Therefore, the caller has asked that TSA exercises more care when inspecting luggage. To TSOC Date: From TSOC Date: Last Updated By: (b) (6) 12/21/2009 8:52:36 PM,(b) (6) 12/21/2009 8:52:43 PM, Last Update Date: Opening Agent: Opened Date: 12/21/2009 8:43:21 PM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, Airline: Delta Air Lines -¬Delta Air Lines -¬, Subject Category: Mishandling of Passengers Property - Disarrayed Carry-on/Checked Baggage - Mishandling of Passengers Property Disarrayed Carry-on/Checked Baggage Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 51447886 Contact Type: Contact Date: 2009-12-29 00:52:23 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2009-12-27 09:35:00 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Items (several thumb drives) missing from checked bag@ OKC. Body: Agent Notes: Provided Lost and Found information to caller and provided claims information from tsa.gov. Provided Lost and Found information to caller and provided claims information from tsa.gov. There was a NOI in the baggage. Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) 12/29/2009 12:55:59 AM, Last Update Date: Opening Agent: Opened Date: 12/29/2009 12:52:23 AM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, LAX Los Angeles, CA, USA - Los Angeles Intl Airport, Airline: United Airlines -¬United Airlines -¬, Subject Category: Claim Form Requests - Missing items from Checked Baggage - Claim Form Requests - Missing items from Checked Baggage Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 51456727 Contact Type: Contact Date: 2010-01-02 15:24:00 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2009-12-26 15:23:00 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Caller wants to report that their TSA accepted lock is missing after traveling through (OKC), Body: Agent Notes: SF-95 form provided by website SF-95 form provided by websiteSF-95 form provided by website Notice of baggage inspection Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) 1/2/2010 3:30:46 PM,(b) (6) 1/11/2010 7:44:47 PM, Last Update Date: Opening Agent: Opened Date: 1/2/2010 3:24:00 PM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, Airline: Southwest AirlinesSouthwest Airlines, Subject Category: TSA Accepted Locks - Missing or Damaged - TSA Accepted Locks - Missing or Damaged Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 51459501 Contact Type: Contact Date: 2010-01-09 10:00:28 Medium: EMAIL Contact Status: CLOSED Incident Date: 2009-12-30 10:00:00 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: (b) (6) Subject: ISSUE, TSA Contact Us: Compliments or Suggestions Body: THIS GENERATED EMAIL HAS BEEN SENT FROM http://www.tsa.gov/contact/index.shtm -----------------------------------------------------------------------------------------------------------Remote Client IP: (b) (6) Date Time: 1/3/2010 1:53:02 PM ------------------------------------------------------------------------------------------------------------
Subject:Suggestions Name: (b) (6) Email: (b) (6) Comments:On Dec. 30th I flew from OKC (flight 3950) to Denver to Oakland. I understand the need to search luggage and don't mind except when things don't make it back into my luggage as happened on Dec. 30th. It wasn't anything expensive but, if they take little things how long will it be before more expensive things disappear. When I checked the notice of baggage inspection, there was no identification or employee #. The absence of the I.D. # only encourages some people to see what they can get away with. There is a need to be able to check on the people who check the luggage Agent Notes: Retrieve Items & Claims Response Retrieve Items & Claims Response, Provided customer with OKC TSA Lost and Found number (405-680-3233). Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) 1/9/2010 10:02:04 AM, Last Update Date: Opening Agent: Opened Date: 1/4/2010 1:14:56 PM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, DEN Denver, CO, USA - Denver International, OAK Oakland, CA, USA - Metropolitan Oakland Intl Apt, Airline: Subject Category: Claim Form Requests - Missing items from Checked Baggage - Claim Form Requests - Missing items from Checked Baggage Interaction Type: COMPLAINT Response Email: From: Prior Vendor To: (b) (6) Subject: Re: TSA Contact Us: Compliments or Suggestions <<#418641-536967#>>
Body: <html><head><style type="text/css">p {margin-bottom: 0; margin-top: 0;}</style></head><body bgcolor="#ffffff" style="background: #ffffff"> <font size="2"><div style="width:100%;word-wrap:break-word;font-family: Arial;color: #000000;"><P>Thank you for your email message regarding the retrieval of lost items. <BR clear=none> <BR clear=none>Each airport establishes procedures for handling lost and found items. The Transportation Security Administration (TSA) follows those procedures where they exist. The airports in those instances are responsible for holding and disposing items under applicable local laws. Items, such as locks, tags, straps, and other external luggage pieces, are often lost or damaged as the baggage goes through the baggage handling equipment and may or may not have been found by airline/airport personnel. </P> <P> </P> <P>In an airport where no policy exists, found articles are collected, stored, and disposed of under General Services Administration rules. TSA is unable to identify and return all items, but may be able to locate and return items on a case-by-case basis. </P> <P> </P> <P><STRONG>We suggest you contact the airport (OKC) where your items were confiscated or lost at 405-680-3233.</STRONG><BR clear=none> <BR clear=none>We work very hard to achieve consistency in the security processes. As we inspect screening operations at airports and receive feedback from the traveling public, we address inconsistencies and ensure corrective actions are taken, when necessary. We will continue to do all that we can to inspect screening operations and provide written procedures and training to specify how the process is to be applied.<BR clear=none> <BR clear=none>To file a claim, fill out the attached Standard Form 95 (claim form) in accordance with the instructions, and return it to the address in box #1. Please be sure to follow the instructions carefully, and to fill out the claim form completely. While use of the form is not mandatory, it will help you ensure that you meet the legal requirements for filing a claim. If you decide to file a claim, it will be processed in accordance with the Federal Tort Claims Act.<BR clear=none> <BR clear=none>Once the Claims Management Office has received your claim form, you will be sent a letter of acknowledgement and a claim number. You should keep the claim number for future reference when inquiring about your claim. TSA will try to resolve your claim as quickly as possible, but it may need time to make a further investigation of the facts. If TSA denies your claim, or has not finally resolved it within 6 months after you have filed it, you may have a right to bring your claim to court. <BR clear=none> <BR clear=none>You can also access claim forms online at the TSAGÇÖs Claims Management OfficeGÇÖs website at <A href="http://www.tsa.gov/travelers/customer/claims/index.shtm" shape=rect>www.tsa.gov/travelers/customer/claims/index.shtm</A>. This website also has information related to filing a claim, checking the status of a claim, and other claim-related issues. You can also access this website by clicking on the Claims Management Office link in the GÇ£Resource CenterGÇ¥ on TSAGÇÖs homepage at <A href="http://www.tsa.gov/" shape=rect>www.tsa.gov</A>. If you have additional questions related to the claims process, please contact the Claims Management Office at <A href="mailto:[email protected]" shape=rect>[email protected]</A>. <BR clear=none> <BR clear=none>TSA Contact Center<BR clear=none></P></div> </font><br /> <br><br><div>--- Original Message ---<BR>From: <(b) (6) ><BR>Received: 1/4/10 1:14:53 PM EST<BR>To: "TSA Contact Center" <[email protected]><BR>Subject: TSA Contact Us: Compliments or Suggestions<BR><BR>THIS GENERATED EMAIL HAS BEEN SENT FROM http://www.tsa.gov/contact/index.shtm<BR>-----------------------------------------------------------------------------------------------------------<BR>Remote Client IP: (b) (6) <BR>Date Time: 1/3/2010 1:53:02 PM<BR>-----------------------------------------------------------------------------------------------------------<BR><BR> <TABLE style="WIDTH: 750px" border=2 cellSpacing=1 cellPadding=3> <TBODY> <TR> <TD style="TEXT-ALIGN: right; WIDTH: 200px; VERTICAL-ALIGN: top; FONT-WEIGHT: bold">Subject:</TD> <TD>Suggestions</TD></TR> <TR> <TD style="TEXT-ALIGN: right; WIDTH: 200px; VERTICAL-ALIGN: top; FONT-WEIGHT: bold">Name:</TD> <TD>(b) (6) </TD></TR> <TR> <TD style="TEXT-ALIGN: right; WIDTH: 200px; VERTICAL-ALIGN: top; FONT-WEIGHT: bold">Email:</TD> <TD>(b) (6) t</TD></TR> <TR> <TD style="TEXT-ALIGN: right; WIDTH: 200px; VERTICAL-ALIGN: top; FONT-WEIGHT: bold">Comments:</TD> <TD>On Dec. 30th I flew from OKC (flight 3950) to Denver to Oakland. I understand the need to search luggage and don't mind except when things don't make it back into my luggage as happened on Dec. 30th. It wasn't anything expensive but, if they take little things how long will it be before more expensive things disappear. When I checked the notice of baggage inspection, there was no identification or employee #. The absence of the I.D. # only encourages some people to see what they can get away with. There is a need to be able to check on the people who check the luggage.</TD></TR></TBODY></TABLE></div> <BR><BR>------ TCC Control Number: ------<BR><<#418641-536967#>></body></html> END RECORD
CONTACT RECORD
EID: 51464140 Contact Type: Contact Date: 2010-01-06 22:00:52 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2010-01-06 12:45:00 Contact Prefix: (b) (6) Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: (b) (6) Contact Address 2: Contact City: (b) (6) Contact State: (b) (6) Contact Zip: (b) (6) Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Items (torn luggage) damaged in checked bag @ (OKC). Enter date claim form was mailed., 1/6/2009 Body: Agent Notes: Provided caller with information on the claims process, and SF-95 mailed on (1/6/2009) Provided caller with information on the claims process, and SF-95 mailed on (1/6/2009) Caller did not had a notice of bag inspection Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) 1/6/2010 10:07:15 PM, Last Update Date: Opening Agent: Opened Date: 1/6/2010 10:00:52 PM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, HOU Houston, TX, USA - Houston Hobby Airport, Airline: Continental Airlines (present) -¬Continental Airlines (present) -¬, Subject Category: Claim Form Requests-Checked Bag - Claim Form Requests-Checked Bag Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 51486947 Contact Type: Contact Date: 2010-01-14 15:32:42 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2010-01-13 13:00:00 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Items (MP3 player) is missing from checked bag @ OKC. Body: Agent Notes: Offered to provide Lost and Found information to caller and provided caller with claims information. Offered to provide Lost and Found information to caller and provided caller with claims information. NOI was located in luggage
Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Opening Agent: Opened Date: 1/14/2010 3:32:42 PM Linked Event IDs:
1/14/2010 3:36:55 PM,
Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, Airline: Delta Air Lines -¬Delta Air Lines -¬, Subject Category: Claim Form Requests - Missing items from Checked Baggage - Claim Form Requests - Missing items from Checked Baggage Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 51491131 Contact Type: Contact Date: 2010-01-17 19:32:10 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2010-01-16 14:27:00 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Items (documents) missing from checked bag@OKC. Claim form will be downloaded Body: Agent Notes: Provided Lost and Found information to caller and SF-95 form will be downloaded Provided Lost and Found information to caller and SF-95 form will be downloaded Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) 1/17/2010 7:39:06 PM, Last Update Date: Opening Agent: Opened Date: 1/17/2010 7:32:10 PM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, Airline: United Airlines -¬United Airlines -¬, Subject Category: Claim Form Requests - Missing items from Checked Baggage - Claim Form Requests - Missing items from Checked Baggage Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 51506938 Contact Type: Contact Date: 2010-01-26 20:39:01 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2010-01-24 16:00:00 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Items (UGS shoes & tools) missing from checked bag @ OKC. Walked caller through website for claim form. Body: Agent Notes: Provided Lost and Found information to caller and walked caller through website for claim form. Provided Lost and Found information to caller and walked caller through website for claim form. NOI: Yes Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) 1/26/2010 8:48:43 PM, Last Update Date: Opening Agent: Opened Date: 1/26/2010 8:39:01 PM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, Airline: United Airlines -¬United Airlines -¬, Subject Category: Claim Form Requests - Missing items from Checked Baggage - Claim Form Requests - Missing items from Checked Baggage Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 51525684 Contact Type: Contact Date: 2010-02-09 16:59:27 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2010-02-09 17:02:00 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Caller had items missing from checked bags at OKC Body: Agent Notes: Provided caller with information on the claims process, Provided caller with information on the claims process, Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) 2/9/2010 5:03:48 PM, Last Update Date: Opening Agent: Opened Date: 2/9/2010 4:59:27 PM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, DEN Denver, CO, USA - Denver International, Airline: Subject Category: Claim Form Requests-Checked Bag - Claim Form Requests-Checked Bag Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 51531428 Contact Type: Contact Date: 2010-02-15 11:19:56 Medium: EMAIL Contact Status: CLOSED Incident Date: Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: (b) (6) Subject: ISSUE, TSA Contact Us: Complaints Body: THIS GENERATED EMAIL HAS BEEN SENT FROM http://www.tsa.gov/contact/index.shtm -----------------------------------------------------------------------------------------------------------Remote Client IP: (b) (6) Date Time: 2/9/2010 6:41:24 PM ------------------------------------------------------------------------------------------------------------
Name: (b) (6) Email: (b) (6) m Complaints:Items Not Permitted Through the Security Checkpoint Flight Info (If applicable. Enter Flight#/Airline/Terminal/Airport/Gate/Etc):United Airline # 419 leaving oklahoma city to Denver on Feb 3rd Comments:Hi. I flew out of oklahoma city to denver colorado on united airline flight419 on feb the 3rd. some of my personal hygiene items were taken out of my bag and was not placed in our checked bag as promised. I want those items back. thank you Agent Notes: Retrieve Items & Claims Response Retrieve Items & Claims Response, Provided the number to the OKC (405-680-3233) TSA L&F. Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) 2/15/2010 11:19:56 AM,(b) (6) 2/15/2010 11:22:01 AM, Last Update Date: Opening Agent: Opened Date: 2/12/2010 1:07:30 PM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, DEN Denver, CO, USA - Denver International, Airline: United Airlines -¬United Airlines -¬, Subject Category: Claim Form Requests - Missing items from Checked Baggage - Claim Form Requests - Missing items from Checked Baggage Interaction Type: COMPLAINT Response Email: From: Prior Vendor To: (b) (6) Subject: Re: TSA Contact Us: Complaints <<#439210-560418#>> Body: <html><head><style type="text/css">p {margin-bottom: 0; margin-top: 0;}</style></head><body bgcolor="#ffffff" style="background:
#ffffff"> <font size="2"><div style="width:100%;word-wrap:break-word;font-family: Arial;color: #000000;"><P>Thank you for your email message regarding the retrieval of lost items. <BR clear=none> <BR clear=none>Each airport establishes procedures for handling lost and found items. The Transportation Security Administration (TSA) follows those procedures where they exist. The airports in those instances are responsible for holding and disposing items under applicable local laws. Items, such as locks, tags, straps, and other external luggage pieces, are often lost or damaged as the baggage goes through the baggage handling equipment and may or may not have been found by airline/airport personnel. </P> <P> </P> <P>In an airport where no policy exists, found articles are collected, stored, and disposed of under General Services Administration rules. TSA is unable to identify and return all items, but may be able to locate and return items on a case-by-case basis. We suggest you contact the </P> <P><U><STRONG>OKC (405-680-3233) TSA L&F</STRONG></U> where your items were confiscated or lost.<BR clear=none> <BR clear=none>We work very hard to achieve consistency in the security processes. As we inspect screening operations at airports and receive feedback from the traveling public, we address inconsistencies and ensure corrective actions are taken, when necessary. We will continue to do all that we can to inspect screening operations and provide written procedures and training to specify how the process is to be applied.<BR clear=none> <BR clear=none>To file a claim, fill out the attached Standard Form 95 (claim form) in accordance with the instructions, and return it to the address in box #1. Please be sure to follow the instructions carefully, and to fill out the claim form completely. While use of the form is not mandatory, it will help you ensure that you meet the legal requirements for filing a claim. If you decide to file a claim, it will be processed in accordance with the Federal Tort Claims Act.<BR clear=none> <BR clear=none>Once the Claims Management Office has received your claim form, you will be sent a letter of acknowledgement and a claim number. You should keep the claim number for future reference when inquiring about your claim. TSA will try to resolve your claim as quickly as possible, but it may need time to make a further investigation of the facts. If TSA denies your claim, or has not finally resolved it within 6 months after you have filed it, you may have a right to bring your claim to court. <BR clear=none> <BR clear=none>You can also access claim forms online at the TSAGÇÖs Claims Management OfficeGÇÖs website at <A href="http://www.tsa.gov/travelers/customer/claims/index.shtm" shape=rect>www.tsa.gov/travelers/customer/claims/index.shtm</A>. This website also has information related to filing a claim, checking the status of a claim, and other claim-related issues. You can also access this website by clicking on the Claims Management Office link in the GÇ£Resource CenterGÇ¥ on TSAGÇÖs homepage at <A href="http://www.tsa.gov/" shape=rect>www.tsa.gov</A>. If you have additional questions related to the claims process, please contact the Claims Management Office at <A href="mailto:[email protected]" shape=rect>[email protected]</A>. <BR clear=none> <BR clear=none>TSA Contact Center<BR clear=none></P></div> </font><br /> <br><br><div>--- Original Message ---<BR>From: <(b) (6) ><BR>Received: 2/12/10 1:07:31 PM EST<BR>To: "TSA Contact Center" <[email protected]><BR>Subject: TSA Contact Us: Complaints<BR><BR>THIS GENERATED EMAIL HAS BEEN SENT FROM http://www.tsa.gov/contact/index.shtm<BR>-----------------------------------------------------------------------------------------------------------<BR>Remote Client IP: (b) (6) <BR>Date Time: 2/9/2010 6:41:24 PM<BR>-----------------------------------------------------------------------------------------------------------<BR><BR> <TABLE style="WIDTH: 750px" border=2 cellSpacing=1 cellPadding=3> <TBODY> <TR> <TD style="TEXT-ALIGN: right; WIDTH: 200px; VERTICAL-ALIGN: top; FONT-WEIGHT: bold">Name:</TD> <TD>(b) (6) </TD></TR> <TR> <TD style="TEXT-ALIGN: right; WIDTH: 200px; VERTICAL-ALIGN: top; FONT-WEIGHT: bold">Email:</TD> <TD(b) (6) </TD></TR> <TR> <TD style="TEXT-ALIGN: right; WIDTH: 200px; VERTICAL-ALIGN: top; FONT-WEIGHT: bold">Complaints:</TD> <TD>Items Not Permitted Through the Security Checkpoint</TD></TR> <TR> <TD style="TEXT-ALIGN: right; WIDTH: 200px; VERTICAL-ALIGN: top; FONT-WEIGHT: bold">Flight Info (If applicable. Enter Flight#/Airline/Terminal/Airport/Gate/Etc):</TD> <TD>United Airline # 419<BR>leaving oklahoma city to Denver on Feb 3rd</TD></TR> <TR> <TD style="TEXT-ALIGN: right; WIDTH: 200px; VERTICAL-ALIGN: top; FONT-WEIGHT: bold">Comments:</TD> <TD>Hi. I flew out of oklahoma city to denver colorado on united airline flight419 on feb the 3rd. some of my personal hygiene items were taken out of my bag and was not placed in our checked bag as promised. I want those items back. thank you</TD></TR></TBODY></TABLE></div> <BR><BR>------ TCC Control Number: ------<BR><<#439210-560418#>></body></html> END RECORD
CONTACT RECORD
EID: 51541254 Contact Type: Contact Date: 2010-02-19 22:18:14 Medium: EMAIL Contact Status: CLOSED Incident Date: Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: (b) (6) Subject: ISSUE, my luggage Body: To whom it may concern, On February 10, 2010 my suitcase was inspected at Oklahoma City Will Rogers Airport. As I was moving abroad for a year I had some of my precious keepsakes in the suitcase, some of which were breakable. In order to secure these items I had them wrapped in clothing and placed in the middle of the suitcase. I have transported items in this fashion before and never had any problems. When your officers decided to open my suitcase with no warranted reason and without my knowledge or presence they unpacked it in its entirety. Acting in complete disregard for my belongings they repacked the bag placing my precious breakables on the very bottom with absolutely no padding. Having arrived at my final destination I opened my bag to find them completely shattered. This is unacceptable! My bag should NOT have been opened without my presence. I cannot believe that in your quest to "protect my fellow passengers and I" you believe that it is okay to disregard my civil liberties as an American citizen. I repeat, I SHOULD HAVE BEEN PRESENT FOR THE SEARCH. In this case, I could have insured that the bag would be properly repacked and that my belongings would be transported without harm. I have no criminal record nor was there any indication that I had any illegal substances in my suitcase. The search was completely illegitimate. I expect some sort of repayment for the harm which has been inflicted upon me with absolutely no cause. Wether this comes in the form of a monetary payment or as a voucher for a free flight in the future is your choice. But something better be done. Please get back to me promptly. Regards,
(b) (6)
Agent Notes: General Complaint w/Claim Response General Complaint w/Claim Response, Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) 2/19/2010 10:18:14 PM,(b) (6) 2/19/2010 10:31:26 PM, Last Update Date: Opening Agent: Opened Date: 2/19/2010 7:24:11 PM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, Airline: Subject Category: Mishandling of Passengers Property - Disarrayed Carry-on/Checked Baggage - Mishandling of Passengers Property Disarrayed Carry-on/Checked Baggage Interaction Type: COMPLAINT Response Email: From: Prior Vendor To: (b) (6) Subject: Re: my luggage <<#443269-565030#>>
Body: <html><head><style type="text/css">p {margin-bottom: 0; margin-top: 0;}</style></head><body bgcolor="#ffffff" style="background: #ffffff"> <font size="2"><div style="width:100%;word-wrap:break-word;font-family: Arial;color: #000000;"><P><FONT size=3>Thank you for your e-mail concerning your travel experience. <BR clear=none> <BR clear=none>Enhanced security measures require that all checked baggage undergo some form of screening for prohibited items. Physical search of the luggage is required to clear every alarm. Transportation Security Administration (TSA) screeners should exercise great care during the screening process to ensure that passengers' belongings are returned and not damaged when a bag needs to be opened. We regret if these high standards were not met.<BR clear=none> <BR clear=none>We monitor the number and nature of complaints we receive to track trends and spot areas of concern that may require special attention. This ongoing process will enable us to ensure prompt, corrective action whenever we determine that security screening policies need modification or specific employees or screener teams are the subject of repeated complaints.<BR clear=none> <BR clear=none>TSA is responsible for reviewing all claims relating to the screening of passengers and their baggage. To protect your rights under federal law and to file a valid claim, you must send your claim in writing to TSA, stating the circumstances of the loss and the exact amount you are claiming (fair market value of lost or destroyed property, reasonable cost of repair for damaged property), within 2 years after your claim accrued. The claim must be signed by you or your authorized representative (e.g., an attorney or other personal representative with appropriate proof of authority). <BR clear=none> <BR clear=none>To file a claim, fill out the attached Standard Form 95 (claim form) in accordance with the instructions, and return it to the address in box #1. Please be sure to follow the instructions carefully, and to fill out the claim form completely. While use of the form is not mandatory, it will help you ensure that you meet the legal requirements for filing a claim. If you decide to file a claim, it will be processed in accordance with the Federal Tort Claims Act.<BR clear=none> <BR clear=none>Once the Claims Management Office has received your claim form, you will be sent a letter of acknowledgement and a claim number. You should keep the claim number for future reference when inquiring about your claim. TSA will try to resolve your claim as quickly as possible, but it may need time to make a further investigation of the facts. If TSA denies your claim, or has not finally resolved it within 6 months after you have filed it, you may have a right to bring your claim to court. <BR clear=none> <BR clear=none>You can also access claim forms online at the TSAGÇÖs Claims Management OfficeGÇÖs website at <A href="http://www.tsa.gov/travelers/customer/claims/index.shtm" shape=rect>www.tsa.gov/travelers/customer/claims/index.shtm</A>. This website also has information related to filing a claim, checking the status of a claim, and other claim-related issues. You can also access this website by clicking on the Claims Management Office link in the GÇ£Resource CenterGÇ¥ on TSAGÇÖs homepage at <A href="http://www.tsa.gov/" shape=rect>www.tsa.gov</A>. If you have additional questions related to the claims process, please contact the Claims Management Office at <A href="mailto:[email protected]" shape=rect>[email protected]</A>. </FONT></P> <P> </P> <P><FONT size=3> </FONT> </P> <P><FONT size=3>TSA Contact Center</FONT> </P> <P><BR clear=none> </P></div> </font><br /> <br><br><div>--- Original Message ---<BR>From: (b) (6) ><BR>Received: 2/19/10 7:24:11 PM EST<BR>To: "TSA Contact Center" <[email protected]><BR>Subject: my luggage<BR><BR>To whom it may concern, <DIV><BR></DIV> <DIV>On February 10, 2010 my suitcase was inspected at Oklahoma City Will Rogers Airport. As I was moving abroad for a year I had some of my precious keepsakes in the suitcase, some of which were breakable. In order to secure these items I had them wrapped in clothing and placed in the middle of the suitcase. I have transported items in this fashion before and never had any problems. When your officers decided to open my suitcase with no warranted reason and without my knowledge or presence they unpacked it in its entirety. Acting in complete disregard for my belongings they repacked the bag placing my precious breakables on the very bottom with absolutely no padding. Having arrived at my final destination I opened my bag to find them completely shattered. This is unacceptable! My bag should NOT have been opened without my presence. I cannot believe that in your quest to "protect my fellow passengers and I" you believe that it is okay to disregard my civil liberties as an American citizen. I repeat, I SHOULD HAVE BEEN PRESENT FOR THE SEARCH. In this case, I could have insured that the bag would be properly repacked and that my belongings would be transported without harm. I have no criminal record nor was there any indication that I had any illegal substances in my suitcase. The search was completely illegitimate. I expect some sort of repayment for the harm which has been inflicted upon me with absolutely no cause. Wether this comes in the form of a monetary payment or as a voucher for a free flight in the future is your choice. But something better be done. Please get back to me promptly.</DIV> <DIV><BR></DIV> <DIV>Regards,</DIV> <DIV>(b) (6) </DIV></div> <BR><BR>------ TCC Control Number: ------<BR><<#443269-565030#>></body></html> END RECORD
CONTACT RECORD
EID: 51546517 Contact Type: Contact Date: 2010-02-23 17:46:31 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2010-02-23 18:00:00 Contact Prefix: (b) (6) Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Caller wanted to report that items clothing were not re-packed properly in checked luggage after screening at OKC. , Body: Agent Notes: Advised caller we would note issue, and an FYI will be sent to the CSM at that airport who oversees the screening operation. Offered a claim form. Advised caller we would note issue, and an FYI will be sent to the CSM at that airport who oversees the screening operation. Offered a claim form., Items toiletry bag with medcation and nail clippers,missing from checked bag@ enter Airport code here. Walked caller thru website to download claim form. Provided Lost and Found information to caller and Walked caller thru website to download SF-95. Caller states that a TSA approved was still on the luggage but not secure.
(b) (6)
received the following response from the CSM on 02/24/2010: I spoke with her husband last evening.
(b) (5)
Sincerely,
(b) (6)
(b) (6)
TSA SHM/CSQIM/ICMS Coordinator Will Rogers World Airport -OKC Lawton/Ft. Sill Regional Airport - LAW Office: 405-702 (b) (6) Cell: (b) (6) Follow Up: (b) (6) called to report that while she was traveling from OKC airport, the screener who searched her luggage failed to rezip her luggage and when she arrived in BUR her clothing and other personal items were hanging out of the luggage. She states that a toiletry bag containing prescription medication, (1) leather walking shoe, cosmetics and nail accessories was missing from the bag. She states that a (NOI) was inside the luggage and a claim form was offered. She would like to speak to the CSM regarding the incident as soon as possible. To TSOC Date: From TSOC Date: Last Updated By: (b) (6) 2/23/2010 6:08:18 PM,(b) (6) 2/23/2010 6:08:27 PM,(b) (6) 2/24/2010 10:39:35 AM,(b) (6) 2/24/2010 10:39:44 AM,(b) (6) 2/24/2010 10:44:42 AM,(b) (6) 2/24/2010 6:34:31 PM, Last Update Date: Opening Agent: Opened Date: 2/23/2010 5:46:31 PM
Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, PHX Phoenix, AZ, USA - Sky Harbor International Airport, BUR Burbank, CA, USA - Burbank Glendale Pasadena Airport, Airline: Southwest AirlinesSouthwest Airlines, Subject Category: Mishandling of Passengers Property - Disarrayed Carry-on/Checked Baggage - Mishandling of Passengers Property Disarrayed Carry-on/Checked Baggage Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 51549677 Contact Type: Contact Date: 2010-02-25 16:32:52 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2010-02-18 09:00:00 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Caller stated she is missing a pair of scissors from checked bag@ (OKC). Body: Agent Notes: Provided Lost and Found information to caller and offered a claim form. Provided Lost and Found information to caller and offered a claim form. NOI-yes Flight# Caller does not remember. Terminal Gate# Caller does not remember. Baggage Tag# Caller does not remember. Oklahoma City/Will Rogers - 1405-680-3233 Follow Up: Caller (b) (6) stated she checked her in at the OKC Oklahoma City, OK, USA - Will Rogers World Airport she had a connecting flight from DAL Dallas, TX, USA - Love Field to her final destination HOU Houston, TX, USA - Houston Hobby Airport. (b) (6) (b) (6) stated that when she reached her final destination while unpacking she notice she had a bag of homemade jelly in a plastic bag that was labeled (b) (6) stated the bag was left unclosed and it could have spelled onto her clothes and damaged them. (b) (6) stated she had a tSA lock on her checked luggage that she does not have a key to unlock it she using a zip lock plastic tie to lock her luggage. (b) (6) stated she had a pair of scissor on the outside pocket of her checked luggage to cut the zip lock plastic tie from her checked luggage and they are missing. (b) (6) was provided with the telephone number to the (OKC) TSA lost and found department to ask if they have her pair of scissor and in the event that her pair of scissor can not be located (b) (6) was offered a claim form however (b) (6) decline the offer she stated they only cost her $1.00 she can replace them she would like for a customer service manager to speak with the TSA screener that checked her luggage however (b) (6) stated she would like for someone to give her a call regarding this matter. To TSOC Date: From TSOC Date: Last Updated By: (b) (6) 2/25/2010 4:56:06 PM,GENEVA.PARKER 2/25/2010 4:56:15 PM, Last Update Date: Opening Agent: Opened Date: 2/25/2010 4:32:52 PM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, DAL Dallas, TX, USA - Love Field, HOU Houston, TX, USA Houston Hobby Airport, Airline: Subject Category: Claim Form Requests - Missing items from Checked Baggage - Claim Form Requests - Missing items from Checked Baggage Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 51550948 Contact Type: Contact Date: 2010-02-26 13:35:41 Medium: EMAIL Contact Status: CLOSED Incident Date: Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: (b) (6) Subject: ISSUE, TSA Contact Us: Compliments or Suggestions Body: THIS GENERATED EMAIL HAS BEEN SENT FROM http://www.tsa.gov/contact/index.shtm -----------------------------------------------------------------------------------------------------------Remote Client IP: (b) (6) Date Time: 2/23/2010 8:32:56 AM ------------------------------------------------------------------------------------------------------------
Subject:Suggestions Name: (b) (6) Email: (b) (6) Comments:on 22 Feb 10 while going through screening at Will Rogers Airport Oklahoma City, Oklahoma at approx 0530 I was informed by the screener that as a civilian member of the US Air Force my military ID (CAC Card) was "no good". Of the hundreds of times I had used the CAC card for ID at screening check points this was the first time I had been informed that the CAC card was no good. Since the screener's trainer was with him and she never made a comment I can only conclude that this is a new policy. I find this interesting since this card has gotten me into secret and top secret facilities, even at the Pentagon. If this is a new policy please so indicate and I will forward it to correct office for DoD wide notification Agent Notes: ID GÇô VALID ID NOT ACCEPTED ID GÇô VALID ID NOT ACCEPTED, BCC OKC SHM/CSQIM (b) (6) at
(b) (6)
Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) 2/26/2010 1:35:41 PM,(b) (6) Last Update Date: Opening Agent: Opened Date: 2/23/2010 12:46:41 PM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, Airline: Subject Category: ID Requirements - ID Requirements Interaction Type: COMPLAINT Response Email: From: Prior Vendor To: (b) (6) Subject: Re: TSA Contact Us: Compliments or Suggestions <<#444955-567061#>> Body:
2/26/2010 1:37:09 PM,
<html><head><style type="text/css">p {margin-bottom: 0; margin-top: 0;}</style></head><body bgcolor="#ffffff" style="background: #ffffff"> <font size="2"><div style="width:100%;word-wrap:break-word;font-family: Arial;color: #000000;"><P><FONT size=3 face=" Helvetica, sans-serif,Arial">Thank you for your e-mail regarding identification (ID) requirements at the security screening checkpoint. Specifically, you felt that the ID you presented should have been accepted.</FONT> </P> <P><FONT size=3> </FONT> </P> <P><FONT size=3 face=" Helvetica, sans-serif,Arial">We regret you found your screening experiences unsatisfactory. The Transportation Security Administration (TSA) seeks to provide the highest level of security and customer service to all who pass through our screening checkpoints. Every person and item must be screened before entering each secured area, and the manner in which the screening is conducted is important. Our current policies and procedures focus on ensuring that all passengers, regardless of their personal situations and needs, are treated with dignity, respect, and courtesy.</FONT> </P> <P><FONT size=3> </FONT> </P> <P><FONT size=3 face=" Helvetica, sans-serif,Arial">We are unable to determine why the Transportation Security Officer (TSO) did not accept the ID you presented at the screening checkpoint. Generally, the ID must contain the following: name, date of birth, gender, expiration date, and a tamper-resistant feature. However, Transportation Security Officers always have the option of requesting a second form of ID. </FONT></P> <P><FONT size=3> </FONT> </P> <P><FONT size=3 face=" Helvetica, sans-serif,Arial">The following are examples of acceptable ID:</FONT><FONT size=3 face=" Helvetica, sans-serif,Arial"><BR clear=none></FONT><FONT size=3 face=" Helvetica, sans-serif,Arial"> </FONT><FONT size=3 face=" Helvetica, sans-serif,Arial"><BR clear=none></FONT><FONT size=3 face=" Helvetica, sans-serif,Arial">GÇó State-issued driverGÇÖs license</FONT><FONT size=3 face=" Helvetica, sans-serif,Arial"><BR clear=none></FONT><FONT size=3 face=" Helvetica, sans-serif,Arial">GÇó U.S. passport</FONT><FONT size=3 face=" Helvetica, sans-serif,Arial"><BR clear=none></FONT><FONT size=3 face=" Helvetica, sans-serif,Arial">GÇó U.S. passport card</FONT><FONT size=3 face=" Helvetica, sans-serif,Arial"><BR clear=none></FONT><FONT size=3 face=" Helvetica, sans-serif,Arial">GÇó Photo ID issued by a Department of Motor Vehicles or equivalent State or U.S. Territory Government Office for the purpose of identification</FONT><FONT size=3 face=" Helvetica, sansserif,Arial"><BR clear=none></FONT><FONT size=3 face=" Helvetica, sans-serif,Arial">GÇó U.S. Military ID (Active and Retired)</FONT><FONT size=3 face=" Helvetica, sans-serif,Arial"><BR clear=none></FONT><FONT size=3 face=" Helvetica, sansserif,Arial">GÇó U.S. Merchant Mariner Card</FONT><FONT size=3 face=" Helvetica, sans-serif,Arial"><BR clear=none></FONT><FONT size=3 face=" Helvetica, sans-serif,Arial">GÇó Permanent Resident Card/Resident Alien Card</FONT><FONT size=3 face=" Helvetica, sans-serif,Arial"><BR clear=none></FONT><FONT size=3 face=" Helvetica, sansserif,Arial">GÇó Border Crossing Card/non-immigrant Visa</FONT><FONT size=3 face=" Helvetica, sans-serif,Arial"><BR clear=none></FONT><FONT size=3 face=" Helvetica, sans-serif,Arial">GÇó U.S. Department of Homeland Security (DHS) GÇ£Trusted TravelerGÇ¥ Cards (NEXUS, SENTRI, FAST)</FONT><FONT size=3 face=" Helvetica, sans-serif,Arial"><BR clear=none></FONT><FONT size=3 face=" Helvetica, sans-serif,Arial">GÇó DHS-designated enhanced driverGÇÖs license</FONT><FONT size=3 face=" Helvetica, sans-serif,Arial"><BR clear=none></FONT><FONT size=3 face=" Helvetica, sansserif,Arial">GÇó A Native American Tribal Photo ID</FONT><FONT size=3 face=" Helvetica, sans-serif,Arial"><BR clear=none></FONT><FONT size=3 face=" Helvetica, sans-serif,Arial">GÇó An airline photo ID (if issued under a TSA-approved security plan)</FONT><FONT size=3 face=" Helvetica, sans-serif,Arial"><BR clear=none></FONT><FONT size=3 face=" Helvetica, sansserif,Arial">GÇó A Registered Traveler Card (Containing the following: Name, Photo, Date of Birth, Gender, Reissue Date, and a Tamper-Resistant Feature)</FONT><FONT size=3 face=" Helvetica, sans-serif,Arial"><BR clear=none></FONT><FONT size=3 face=" Helvetica, sans-serif,Arial">GÇó A Transportation Workers Identification Credential (TWIC)</FONT><FONT size=3 face=" Helvetica, sans-serif,Arial"><BR clear=none></FONT><FONT size=3 face=" Helvetica, sans-serif,Arial">GÇó A foreign governmentissued passport, Canadian driverGÇÖs license or Province/Territory ID, and Indian and Northern Affairs Canada (INAC) card are also acceptable forms of photo ID.</FONT><FONT size=3 face=" Helvetica, sans-serif,Arial"><BR clear=none></FONT><FONT size=3 face=" Helvetica, sans-serif,Arial">GÇó Department of State Drivers License</FONT> </P> <P><FONT size=3> </FONT> </P> <P><FONT size=3 face=" Helvetica, sans-serif,Arial">Furthermore, we have forwarded a copy of your email to the Customer Service Manager at OKC airport for review. The Customer Service Manager is responsible for ensuring that the TSO workforce adheres to TSA principles for professional and courteous customer service.</FONT> </P> <P><FONT face=" Helvetica, sans-serif,Arial"><BR clear=none></FONT><FONT size=3 face="Arial, Helvetica, sans-serif">TSA Contact Center</FONT> </P></div> </font><br /> <br><br><div>--- Original Message ---<BR>From: <(b) (6) ><BR>Received: 2/23/10 12:46:40 PM EST<BR>To: "TSA Contact Center" <[email protected]><BR>Subject: TSA Contact Us: Compliments or Suggestions<BR><BR>THIS GENERATED EMAIL HAS BEEN SENT FROM http://www.tsa.gov/contact/index.shtm<BR>-----------------------------------------------------------------------------------------------------------<BR>Remote Client IP: (b) (6) <BR>Date Time: 2/23/2010 8:32:56 AM<BR>-----------------------------------------------------------------------------------------------------------<BR><BR> <TABLE style="WIDTH: 750px" border=2 cellSpacing=1 cellPadding=3> <TBODY> <TR> <TD style="TEXT-ALIGN: right; WIDTH: 200px; VERTICAL-ALIGN: top; FONT-WEIGHT: bold">Subject:</TD> <TD>Suggestions</TD></TR> <TR> <TD style="TEXT-ALIGN: right; WIDTH: 200px; VERTICAL-ALIGN: top; FONT-WEIGHT: bold">Name:</TD> <(b) (6) </TD></TR> <TR>
<TD style="TEXT-ALIGN: right; WIDTH: 200px; VERTICAL-ALIGN: top; FONT-WEIGHT: bold">Email:</TD> <TD(b) (6) </TD></TR> <TR> <TD style="TEXT-ALIGN: right; WIDTH: 200px; VERTICAL-ALIGN: top; FONT-WEIGHT: bold">Comments:</TD> <TD>on 22 Feb 10 while going through screening at Will Rogers Airport Oklahoma City, Oklahoma at approx 0530 I was informed by the screener that as a civilian member of the US Air Force my military ID (CAC Card) was "no good". Of the hundreds of times I had used the CAC card for ID at screening check points this was the first time I had been informed that the CAC card was no good. Since the screener's trainer was with him and she never made a comment I can only conclude that this is a new policy. I find this interesting since this card has gotten me into secret and top secret facilities, even at the Pentagon. If this is a new policy please so indicate and I will forward it to correct office for DoD wide notification.</TD></TR></TBODY></TABLE></div> <BR><BR>------ TCC Control Number: ------<BR><<#444955-567061#>></body></html> END RECORD
CONTACT RECORD
EID: 51555140 Contact Type: Contact Date: 2010-03-01 20:07:59 Medium: EMAIL Contact Status: CLOSED Incident Date: Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: (b) (6) Subject: ISSUE, TSA Contact Us: Complaints Body: THIS GENERATED EMAIL HAS BEEN SENT FROM http://www.tsa.gov/contact/index.shtm -----------------------------------------------------------------------------------------------------------Remote Client IP: (b) (6) Date Time: 2/25/2010 11:51:06 AM ------------------------------------------------------------------------------------------------------------
Name: (b) (6) Email: (b) (6) Complaints:Damaged or Missing items in Checked or Carry-on Baggage Flight Info (If applicable. Enter Flight#/Airline/Terminal/Airport/Gate/Etc):Flight 1093 OKC to Las Vegas, 2/24/2010, Departing Will Roger Airport, Gate 16 Comments:I was separated from my property so TSA could check my artificial knees. I was placed in a separate cubicle, my back to the baggage screening process, checked physically & magnetically, three times. When my items were brought to me, my laptop had been removed from the case and placed in another passengers bin. This was retrieved by my wife. When allowed to dress, I discovered my watch (an anniversary present) was missing. Descrip: Tag Heuer, Stainless Steel Chronometer, value in excess of $1500. One argumentative TSA person insisted the watch was only worth $900, but she was the same person who waved a bracelet in the air wanting someone to claim it even though she had just removed it from the property bowl of my wife. These personnel were inattentive, negligent and in my opinion unmotivated. TSA supervisor (?) suggested I make a police report. No attempt was made to stop the line, or check TSA personnel magnetically for my watch. A cursory check was made by them of the xray machine, and I was so intelligently informed that my watch disappeared. TSA is responsible for the theft of my watch, and I desire to be compensated for that theft. Police Report at Will Rogers # 10-15351 taken by (b) (7)(C), (b) (6) Agent Notes: Claim Request Claim Request, Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) 3/1/2010 8:07:59 PM,(b) (6) 3/1/2010 8:08:35 PM, Last Update Date: Opening Agent: Opened Date: 2/25/2010 12:26:52 PM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, LAS Las Vegas, NV, USA - Mccarran International Airport, Airline: Subject Category: Claim Form Requests-Checked Bag - Claim Form Requests-Checked Bag Interaction Type: COMPLAINT
Response Email: From: Prior Vendor To: (b) (6) Subject: Re: TSA Contact Us: Complaints <<#446104-568370#>> Body: <html><head><style type="text/css">p {margin-bottom: 0; margin-top: 0;}</style></head><body bgcolor="#ffffff" style="background: #ffffff"> <font size="2"><div style="width:100%;word-wrap:break-word;font-family: Arial;color: #000000;"><P>Thank you for your e-mail message. </P> <P> </P> <P>The Transportation Security Administration (TSA) is responsible for reviewing all claims relating to the screening of passengers and their baggage. To protect your rights under federal law and to file a valid claim, you must send your claim in writing to TSA, stating the circumstances of the loss and the exact amount you are claiming (fair market value of lost or destroyed property, reasonable cost of repair for damaged property), within 2 years after your claim accrued. The claim must be signed by you or your authorized representative (e.g., an attorney or other personal representative with appropriate proof of authority). <BR clear=none> <BR clear=none>To file a claim, fill out the attached Standard Form 95 (claim form) in accordance with the instructions, and return it to the address in box #1. Please be sure to follow the instructions carefully, and to fill out the claim form completely. While use of the form is not mandatory, it will help you ensure that you meet the legal requirements for filing a claim. If you decide to file a claim, it will be processed in accordance with the Federal Tort Claims Act.<BR clear=none> <BR clear=none>Once the Claims Management Branch has received your claim form, you will be sent a letter of acknowledgement and a claim number. You should keep the claim number for future reference when inquiring about your claim. TSA will try to resolve your claim as quickly as possible, but it may need time to make a further investigation of the facts. If TSA denies your claim, or has not finally resolved it within 6 months after you have filed it, you may have a right to bring your claim to court. <BR clear=none> <BR clear=none>You can also access claim forms online at the TSAGÇÖs Claims Management BranchGÇÖs website at <A href="http://www.tsa.gov/travelers/customer/claims/index.shtm" shape=rect>www.tsa.gov/travelers/customer/claims/index.shtm</A>. This website also has information related to filing a claim, checking the status of a claim, and other claim-related issues. You can also access this website by clicking on the Claims Management Branch link in the GÇ£Resource CenterGÇ¥ on TSAGÇÖs homepage at <A href="http://www.tsa.gov/" shape=rect>www.tsa.gov</A>. For additional questions related to the claims process, please contact the Claims Management Branch at <A href="mailto:[email protected]" shape=rect>[email protected]</A>. <BR clear=none> <BR clear=none>TSA Contact Center<BR clear=none></P></div> </font><br /> <br><br><div>--- Original Message ---<BR>From: <(b) (6) ><BR>Received: 2/25/10 12:26:40 PM EST<BR>To: "TSA Contact Center" <[email protected]><BR>Subject: TSA Contact Us: Complaints<BR><BR>THIS GENERATED EMAIL HAS BEEN SENT FROM http://www.tsa.gov/contact/index.shtm<BR>-----------------------------------------------------------------------------------------------------------<BR>Remote Client IP: (b) (6) <BR>Date Time: 2/25/2010 11:51:06 AM<BR>-----------------------------------------------------------------------------------------------------------<BR><BR> <TABLE style="WIDTH: 750px" border=2 cellSpacing=1 cellPadding=3> <TBODY> <TR> <TD style="TEXT-ALIGN: right; WIDTH: 200px; VERTICAL-ALIGN: top; FONT-WEIGHT: bold">Name:</TD> <TD>(b) (6) </TD></TR> <TR> <TD style="TEXT-ALIGN: right; WIDTH: 200px; VERTICAL-ALIGN: top; FONT-WEIGHT: bold">Email:</TD> <TD>(b) (6) </TD></TR> <TR> <TD style="TEXT-ALIGN: right; WIDTH: 200px; VERTICAL-ALIGN: top; FONT-WEIGHT: bold">Complaints:</TD> <TD>Damaged or Missing items in Checked or Carry-on Baggage</TD></TR> <TR> <TD style="TEXT-ALIGN: right; WIDTH: 200px; VERTICAL-ALIGN: top; FONT-WEIGHT: bold">Flight Info (If applicable. Enter Flight#/Airline/Terminal/Airport/Gate/Etc):</TD> <TD>Flight 1093 OKC to Las Vegas, 2/24/2010, Departing Will Roger Airport, Gate 16</TD></TR> <TR> <TD style="TEXT-ALIGN: right; WIDTH: 200px; VERTICAL-ALIGN: top; FONT-WEIGHT: bold">Comments:</TD> <TD>I was separated from my property so TSA could check my artificial knees. I was placed in a separate cubicle, my back to the baggage screening process, checked physically & magnetically, three times. When my items were brought to me, my laptop had been removed from the case and placed in another passengers bin. This was retrieved by my wife. When allowed to dress, I discovered my watch (an anniversary present) was missing. Descrip: Tag Heuer, Stainless Steel Chronometer, value in excess of $1500. One argumentative TSA person insisted the watch was only worth $900, but she was the same person who waved a bracelet in the air wanting someone to claim it even though she had just removed it from the property bowl of my wife. These personnel were inattentive, negligent and in my opinion unmotivated. TSA supervisor (?) suggested I make a police report. No attempt was made to stop the line, or check TSA personnel magnetically for my watch. A cursory check was made by them of the xray machine, and I was so intelligently informed that my watch disappeared. TSA is responsible for the theft of my watch, and I desire to be compensated for that theft. Police Report at Will Rogers # 10-15351 taken by (b) (6), (b) (7)(C) .</TD></TR></TBODY></TABLE></div> <BR><BR>------ TCC Control Number: ------<BR><<#446104-568370#>></body></html>
END RECORD
CONTACT RECORD
EID: 51562257 Contact Type: Contact Date: 2010-03-05 16:07:39 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2010-03-04 05:00:00 Contact Prefix: Ms. Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: $52 Wii video game and pajamas missing from checked bag @ OKC. Body: Agent Notes: Provided Lost and Found information to caller and advised caller how to obtain SF-95 form online. Provided Lost and Found information to caller and advised caller how to obtain SF-95 form online. NOI present. Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) 3/5/2010 4:11:33 PM, Last Update Date: Opening Agent: Opened Date: 3/5/2010 4:07:39 PM Linked Event IDs: Responses: Response Airport: okcokcOKC Oklahoma City, OK, USA - Will Rogers World Airport, Airline: Delta AirDelta Air, Delta Air Lines -¬, Subject Category: Claim Form Requests - Missing items from Checked Baggage - Claim Form Requests - Missing items from Checked Baggage Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 51563431 Contact Type: Contact Date: 2010-03-06 14:59:35 Medium: EMAIL Contact Status: CLOSED Incident Date: Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: (b) (6) Subject: ISSUE, ISSUE, ISSUE, TSA Contact Us: Security Issues Body: THIS GENERATED EMAIL HAS BEEN SENT FROM http://www.tsa.gov/contact/index.shtm -----------------------------------------------------------------------------------------------------------Remote Client IP: (b) (6) Date Time: 3/5/2010 1:05:45 AM ------------------------------------------------------------------------------------------------------------
Security IssuesAll Other Security Issues Name:(b) (6) Email: (b) (6) Message:Recently I traveled thru Will Rodgers World Airport in Oklahoma City, Oklahoma. While waiting in the security screening line, 4 pilots and a flight stewardess proceeded to the front of the line to get checked thru for their next flights. That was all fine and well as everyone understands they have a more urgent schedule. But what I noticed was that one of the pilots proceeded thru the security check with a 16 oz. cup of coffee with no check whatsoever on the contents of the cup. When I finally passed thru the screening booth myself, I asked why he was allowed to move thru with the coffee. I was told pilots were exempt from that type of liquids screening and were the only group allowed to bring drinks through. I was told that obviously I should trust them because they are flying my plane. I thought about that and decided that no I should not blindly trust them. After all one of the 911 highjackers had flight lessons in Norman, Oklahoma. I am reminded of the statement that "the terrorists only have to be right once, whereas our security has to be right everytime". I am puzzled as to why we would allow such a simple security breach. In this day and age, it is so easy for anyone intent on doing us harm to falsify identifcation documents and provide themselves with pilot uniforms. For all of our sakes, I believe the pilots can purchase their coffee/drinks once thru the security check point just like the rest of us. Please enforce security policies and help keep us safe! Agent Notes: Screening-All Passengers Screening-All Passengers, EXEMPTIONS FOR AIRLINE CREWMEMBERS, Thank You Response, Merged 3 or more responses and edited as needed Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) 3/6/2010 2:59:35 PM,(b) (6) 3/6/2010 3:05:35 PM, Last Update Date: Opening Agent: Opened Date: 3/5/2010 12:44:27 PM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, Airline: Subject Category: Airline- Check in/Regulations - Airline- Check in/Regulations Interaction Type: COMPLAINT
Response Email: From: Prior Vendor To: (b) (6) Subject: Re: TSA Contact Us: Security Issues <<#449730-572608#>> Body: <html><head><style type="text/css">p {margin-bottom: 0; margin-top: 0;}</style></head><body bgcolor="#ffffff" style="background: #ffffff"> <font size="2"><div style="width:100%;word-wrap:break-word;font-family: Arial;color: #000000;"><P><FONT size=3>Thank you for your e-mail message. </FONT></P> <P><FONT size=3> </FONT> </P> <P><FONT size=3>Every person, regardless of age, must undergo screening to proceed beyond the security checkpoint. Even babies must be individually screened. However, a passenger should not be asked to do anything that would separate the passenger from his/her child. Transportation Security Officers (TSOs) are taught to explain what they are doing during the screening process. They should also ask permission when doing something that might cause concern. </FONT></P> <P><FONT size=3> </FONT> </P> <P><FONT size=3>Please keep in mind that a TSA is required to check the source of all alarms and to follow all screening requirements. While a passenger or guardian may decline to permit a search, a passenger will not be permitted to board an aircraft unless the screening is properly completed. </FONT></P> <P><FONT size=3> </FONT> </P> <P><FONT size=3>Additionally, Flight crewmembers are given certain allowances during the screening process. </FONT> </P> <P> </P> <P><FONT size=3>Please accept our appreciation for taking the time to share your thoughts and concerns with us. Your help and support are important contributions to ensuring the safety and security of the Nation's aviation system.<BR clear=none> <BR clear=none>We encourage you to check the latest information at <A href="http://www.tsa.gov/" shape=rect>www.tsa.gov</A>. <BR clear=none> </FONT> </P> <P><BR clear=none><FONT size=3>TSA Contact Center<BR clear=none></FONT></P> <P><BR clear=none></P></div> </font><br /> <br><br><div>--- Original Message ---<BR>From: <(b) (6) ><BR>Received: 3/5/10 12:44:27 PM EST<BR>To: "TSA Contact Center" <[email protected]><BR>Subject: TSA Contact Us: Security Issues<BR><BR>THIS GENERATED EMAIL HAS BEEN SENT FROM http://www.tsa.gov/contact/index.shtm<BR>-----------------------------------------------------------------------------------------------------------<BR>Remote Client IP: (b) (6) <BR>Date Time: 3/5/2010 1:05:45 AM<BR>-----------------------------------------------------------------------------------------------------------<BR><BR> <TABLE style="WIDTH: 750px" border=2 cellSpacing=1 cellPadding=3> <TBODY> <TR> <TD style="TEXT-ALIGN: right; WIDTH: 200px; VERTICAL-ALIGN: top; FONT-WEIGHT: bold">Security Issues</TD> <TD>All Other Security Issues</TD></TR> <TR> <TD style="TEXT-ALIGN: right; WIDTH: 200px; VERTICAL-ALIGN: top; FONT-WEIGHT: bold">Name:</TD> <TD>(b) (6) </TD></TR> <TR> <TD style="TEXT-ALIGN: right; WIDTH: 200px; VERTICAL-ALIGN: top; FONT-WEIGHT: bold">Email:</TD> <TD>(b) (6) </TD></TR> <TR> <TD style="TEXT-ALIGN: right; WIDTH: 200px; VERTICAL-ALIGN: top; FONT-WEIGHT: bold">Message:</TD> <TD>Recently I traveled thru Will Rodgers World Airport in Oklahoma City, Oklahoma. While waiting in the security screening line, 4 pilots and a flight stewardess proceeded to the front of the line to get checked thru for their next flights. That was all fine and well as everyone understands they have a more urgent schedule. But what I noticed was that one of the pilots proceeded thru the security check with a 16 oz. cup of coffee with no check whatsoever on the contents of the cup. When I finally passed thru the screening booth myself, I asked why he was allowed to move thru with the coffee. I was told pilots were exempt from that type of liquids screening and were the only group allowed to bring drinks through. I was told that obviously I should trust them because they are flying my plane. I thought about that and decided that no I should not blindly trust them. After all one of the 911 highjackers had flight lessons in Norman, Oklahoma. I am reminded of the statement that "the terrorists only have to be right once, whereas our security has to be right everytime". I am puzzled as to why we would allow such a simple security breach. In this day and age, it is so easy for anyone intent on doing us harm to falsify identifcation documents and provide themselves with pilot uniforms. For all of our sakes, I believe the pilots can purchase their coffee/drinks once thru the security check point just like the rest of us. Please enforce security policies and help keep us safe!</TD></TR></TBODY></TABLE></div> <BR><BR>------ TCC Control Number: ------<BR><<#449730-572608#>></body></html> END RECORD
CONTACT RECORD
EID: 51564540 Contact Type: Contact Date: 2010-03-07 16:12:06 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2010-03-07 04:30:00 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Caller wants to report their Non-TSA accepted lock is damaged after traveling through (OKC). Body: Agent Notes: Explained that TSA is not liable for these locks. Informed caller to file a claim for lock. Explained that TSA is not liable for these locks. Informed caller to file a claim for lock. Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) 3/7/2010 4:18:46 PM, Last Update Date: Opening Agent: Opened Date: 3/7/2010 4:12:06 PM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, ORF Norfolk, VA, USA - Norfolk International Airport, Airline: United Airlines -¬United Airlines -¬, Subject Category: TSA Accepted Lock - Non TSA Accepted Lock - TSA Accepted Lock - Non TSA Accepted Lock Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 51565077 Contact Type: Contact Date: 2010-03-08 11:31:17 Medium: EMAIL Contact Status: CLOSED Incident Date: Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: (b) (6) Subject: ISSUE, Body: Dears Sirs,
March 6,10 weve got back from the US. Our suitcase got search - that is ok - but a few things are missing -
We have bought a egg - poacher in OKC , a Easter bunny towl for our daughter - and at the John Wayne birth place gift shop - a salt and pepper shaker - and the funny thing is that just the pepper shaker is missing -
Our flight was from OKC - Dalles- to London and then to Basel - AA 1505 / BA 192 / BA 754
Please tell us what we have to do to get our things back.
Our address is (b) (6)
Mail-address : (b) (6)
It would be very nice to hear from you.
Regards (b) (6) Agent Notes: Retrieve Items & Claims Response Retrieve Items & Claims Response, inserted lost and found Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) 3/8/2010 11:31:17 AM,(b) (6) 3/8/2010 11:32:08 AM,
Last Update Date: Opening Agent: Opened Date: 3/8/2010 9:48:25 AM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, Airline: American Airlines -¬American Airlines -¬, British Airways (present), Subject Category: Claim Form Requests - Missing items from Checked Baggage - Claim Form Requests - Missing items from Checked Baggage Interaction Type: COMPLAINT Response Email: From: Prior Vendor To: (b) (6) Subject: Re: <<#450492-573467#>> Body: <html><head><style type="text/css">p {margin-bottom: 0; margin-top: 0;}</style></head><body bgcolor="#ffffff" style="background: #ffffff"> <font size="2"><div style="width:100%;word-wrap:break-word;font-family: Arial;color: #000000;"><P>Thank you for your email message regarding the retrieval of lost items. <BR clear=none> <BR clear=none>Each airport establishes procedures for handling lost and found items. The Transportation Security Administration (TSA) follows those procedures where they exist. The airports in those instances are responsible for holding and disposing items under applicable local laws. Items, such as locks, tags, straps, and other external luggage pieces, are often lost or damaged as the baggage goes through the baggage handling equipment and may or may not have been found by airline/airport personnel. </P> <P>In an airport where no policy exists, found articles are collected, stored, and disposed of under General Services Administration rules. TSA is unable to identify and return all items, but may be able to locate and return items on a case-by-case basis. We suggest you contact the airport where your items were confiscated or lost at 405-680-3233 (OKC) <BR clear=none> <BR clear=none>We work very hard to achieve consistency in the security processes. As we inspect screening operations at airports and receive feedback from the traveling public, we address inconsistencies and ensure corrective actions are taken, when necessary. We will continue to do all that we can to inspect screening operations and provide written procedures and training to specify how the process is to be applied.<BR clear=none> <BR clear=none>To file a claim, fill out the attached Standard Form 95 (claim form) in accordance with the instructions, and return it to the address in box #1. Please be sure to follow the instructions carefully, and to fill out the claim form completely. While use of the form is not mandatory, it will help you ensure that you meet the legal requirements for filing a claim. If you decide to file a claim, it will be processed in accordance with the Federal Tort Claims Act.<BR clear=none> <BR clear=none>Once the Claims Management Office has received your claim form, you will be sent a letter of acknowledgement and a claim number. You should keep the claim number for future reference when inquiring about your claim. TSA will try to resolve your claim as quickly as possible, but it may need time to make a further investigation of the facts. If TSA denies your claim, or has not finally resolved it within 6 months after you have filed it, you may have a right to bring your claim to court. <BR clear=none> <BR clear=none>You can also access claim forms online at the TSAGÇÖs Claims Management OfficeGÇÖs website at <A href="http://www.tsa.gov/travelers/customer/claims/index.shtm" shape=rect>www.tsa.gov/travelers/customer/claims/index.shtm</A>. This website also has information related to filing a claim, checking the status of a claim, and other claim-related issues. You can also access this website by clicking on the Claims Management Office link in the GÇ£Resource CenterGÇ¥ on TSAGÇÖs homepage at <A href="http://www.tsa.gov/" shape=rect>www.tsa.gov</A>. If you have additional questions related to the claims process, please contact the Claims Management Office at <A href="mailto:[email protected]" shape=rect>[email protected]</A>. <BR clear=none> <BR clear=none>TSA Contact Center<BR clear=none></P></div> </font><br /> <br><br><div>--- Original Message ---<BR>From: "(b) (6) <(b) (6) ><BR>Received: 3/8/10 9:48:11 AM EST<BR>To: "TSA Contact Center" <[email protected]><BR>Subject: <BR><BR> <META name=Generator content="Microsoft Word 12 (filtered medium)"> <STYLE><!-/* Font Definitions */ @font-face{font-family:"Cambria Math"; panose-1:2 4 5 3 5 4 6 3 2 4;}@font-face{font-family:Calibri; panose-1:2 15 5 2 2 2 4 3 2 4;} /* Style Definitions */ p.MsoNormal, li.MsoNormal, div.MsoNormal{margin:0cm;margin-bottom:.0001pt; font-size:11.0pt;font-family:"Calibri","sans-serif";}a:link, span.MsoHyperlink {mso-style-priority:99;color:blue;text-decoration:underline;} a:visited, span.MsoHyperlinkFollowed{mso-style-priority:99;color:purple; text-decoration:underline;}span.E-MailFormatvorlage17 {mso-style-type:personal-compose;font-family:"Calibri","sans-serif"; color:windowtext;}.MsoChpDefault{mso-style-type:export-only;}@page Section1 {size:612.0pt 792.0pt;margin:70.85pt 70.85pt 2.0cm 70.85pt;}div.Section1 {page:Section1;}--></STYLE>
<DIV class=Section1> <P class=MsoNormal>Dears Sirs,<?xml:namespace prefix = o ns = "urn:schemas-microsoft-com:office:office" /><o:p></o:p></P> <P class=MsoNormal><o:p> </o:p></P> <P class=MsoNormal> <SPAN lang=EN-US>March 6,10 weve got back from the US. Our suitcase got search GÇô that is ok GÇô but a few things are missing GÇô<o:p></o:p></SPAN></P> <P class=MsoNormal><SPAN lang=EN-US><o:p> </o:p></SPAN></P> <P class=MsoNormal><SPAN lang=EN-US>We have bought a egg GÇô poacher in OKC , a Easter bunny towl for our daughter GÇô and at the John Wayne birth place gift shop GÇô a salt and pepper shaker GÇô and the funny thing is that just the pepper shaker is missing GÇô<o:p></o:p></SPAN></P> <P class=MsoNormal><SPAN lang=EN-US><o:p> </o:p></SPAN></P> <P class=MsoNormal><SPAN lang=EN-US>Our flight was from OKC GÇô Dalles- to London and then to Basel GÇô AA 1505 / BA 192 / BA 754<o:p></o:p></SPAN></P> <P class=MsoNormal><SPAN lang=EN-US><o:p> </o:p></SPAN></P> <P class=MsoNormal><SPAN lang=EN-US>Please tell us what we have to do to get our things back.<o:p></o:p></SPAN></P> <P class=MsoNormal><SPAN lang=EN-US><o:p> </o:p></SPAN></P> <P class=MsoNormal><SPAN lang=EN-US>Our address is (b) (6) . (b) (6) <o:p></o:p></SPAN></P> <P class=MsoNormal><SPAN lang=EN-US><o:p> </o:p></SPAN></P> <P class=MsoNormal><SPAN lang=EN-US>Mail-address : <A href="mailto:(b) (6) ">(b) (6) (b) (6) </A><o:p></o:p></SPAN></P> <P class=MsoNormal><SPAN lang=EN-US><o:p> </o:p></SPAN></P> <P class=MsoNormal><SPAN lang=EN-US>It would be very nice to hear from you.<o:p></o:p></SPAN></P> <P class=MsoNormal><SPAN lang=EN-US><o:p> </o:p></SPAN></P> <P class=MsoNormal><SPAN lang=EN-US>Regards (b) (6) <o:p></o:p></SPAN></P> <P class=MsoNormal><SPAN lang=ENUS> &n bsp; <o:p></o:p></SPAN></P> <P class=MsoNormal><SPAN lang=EN-US><o:p> </o:p></SPAN></P> <P class=MsoNormal><SPAN lang=EN-US><o:p> </o:p></SPAN></P> <P class=MsoNormal><SPAN lang=EN-US><o:p> </o:p></SPAN></P></DIV></div> <BR><BR>------ TCC Control Number: ------<BR><<#450492-573467#>></body></html> END RECORD
CONTACT RECORD
EID: 51567692 Contact Type: Contact Date: 2010-03-09 15:09:39 Medium: EMAIL Contact Status: CLOSED Incident Date: Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: (b) (6) Subject: ISSUE, ISSUE, TSA Contact Us: Complaints Body: THIS GENERATED EMAIL HAS BEEN SENT FROM http://www.tsa.gov/contact/index.shtm -----------------------------------------------------------------------------------------------------------Remote Client IP: (b) (6) Date Time: 3/8/2010 4:54:01 PM ------------------------------------------------------------------------------------------------------------
Name: (b) (6) Email: (b) (6) Complaints:Inattentive Screener - Lax Security Flight Info (If applicable. Enter Flight#/Airline/Terminal/Airport/Gate/Etc):512, Southwest Airlines, From OKC to STL on March 5, 2010 Comments:As I was going through the security line, I had my boarding pass and my government-issued Oklahoma driver's license. Another woman, however, did not have her driver's license. She did have her student ID (I can assume from one of the universities in OK?) and a credit/debit card. (I know this because I was near her in line and I heard the whole conversation.) The TSA agent monitoring the security line that day apparently found these two items to be sufficient for establishing a passenger's identity and the woman was allowed through to her flight. I find this totally unacceptable, especially in this day and age. The ease with which people's identities are stolen or copied is striking, and the fact that neither of the accepted forms of ID were government-issue is just insane. I can't even get into my gym without my membership card--even if I have my Driver's license--but she was able to get on a flight without one. I said nothing on the day, because I wondered exactly what that would do, especially if I had spoken directly to the specific agent. Please do something about this, as I find security to be fairly lax at OKC anyway Agent Notes: ID Requirements ID Requirements, Thank You Response, Merged 2 or more different responses to address the consumer's concerns. Deleted all paragraphs and sentences that would not assist in answering the consumer's concerns. Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) 3/9/2010 3:09:38 PM,(b) (6) 3/9/2010 3:12:00 PM, Last Update Date: Opening Agent: Opened Date: 3/9/2010 12:11:30 PM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, STL St Louis, MO, USA - Lambert-St Louis Internatl, Airline: Southwest AirlinesSouthwest Airlines, Subject Category: ID Requirements - ID Requirements Interaction Type: COMPLAINT
Response Email: From: Prior Vendor To: (b) (6) Subject: Re: TSA Contact Us: Complaints <<#451213-574323#>> Body: <html><head><style type="text/css">p {margin-bottom: 0; margin-top: 0;}</style></head><body bgcolor="#ffffff" style="background: #ffffff"> <font size="2"><div style="width:100%;word-wrap:break-word;font-family: Arial;color: #000000;"><P><FONT size=3 face=" Helvetica, sans-serif,Arial">Thank you for your e-mail regarding valid identification (ID) at Transportation Security Administration (TSA) security checkpoints.</FONT><FONT size=3 face=" Helvetica, sans-serif,Arial"><BR clear=none></FONT><FONT size=3 face=" Helvetica, sansserif,Arial"> </FONT><FONT size=3 face=" Helvetica, sans-serif,Arial"><BR clear=none></FONT><FONT size=3 face=" Helvetica, sans-serif,Arial">The Transportation Security AdministrationGÇÖs (TSA) identity verification policy requires all adult passengers (18 and older) to provide a valid Federal or State Government-issued photo identification (ID) for inspection before entering the security checkpoint. Generally, the ID must contain the following: name, date of birth, gender, expiration date, and a tamperresistant feature. Additionally, Transportation Security Officers always have the option of requesting a second form of ID.</FONT><FONT size=3 face=" Helvetica, sans-serif,Arial"><BR clear=none></FONT><FONT size=3 face=" Helvetica, sansserif,Arial"> </FONT><FONT size=3 face=" Helvetica, sans-serif,Arial"><BR clear=none></FONT><FONT size=3 face=" Helvetica, sans-serif,Arial">The following are examples of acceptable ID:</FONT><FONT size=3 face=" Helvetica, sans-serif,Arial"><BR clear=none></FONT><FONT size=3 face=" Helvetica, sans-serif,Arial"> </FONT><FONT size=3 face=" Helvetica, sansserif,Arial"><BR clear=none></FONT><FONT size=3 face=" Helvetica, sans-serif,Arial">GÇó State-issued driverGÇÖs license</FONT><FONT size=3 face=" Helvetica, sans-serif,Arial"><BR clear=none></FONT><FONT size=3 face=" Helvetica, sansserif,Arial">GÇó U.S. passport</FONT><FONT size=3 face=" Helvetica, sans-serif,Arial"><BR clear=none></FONT><FONT size=3 face=" Helvetica, sans-serif,Arial">GÇó U.S. passport card</FONT><FONT size=3 face=" Helvetica, sans-serif,Arial"><BR clear=none></FONT><FONT size=3 face=" Helvetica, sans-serif,Arial">GÇó Photo ID issued by a Department of Motor Vehicles or equivalent State or U.S. Territory Government Office for the purpose of identification</FONT><FONT size=3 face=" Helvetica, sansserif,Arial"><BR clear=none></FONT><FONT size=3 face=" Helvetica, sans-serif,Arial">GÇó U.S. Military ID (Active and Retired)</FONT><FONT size=3 face=" Helvetica, sans-serif,Arial"><BR clear=none></FONT><FONT size=3 face=" Helvetica, sansserif,Arial">GÇó U.S. Merchant Mariner Card</FONT><FONT size=3 face=" Helvetica, sans-serif,Arial"><BR clear=none></FONT><FONT size=3 face=" Helvetica, sans-serif,Arial">GÇó Permanent Resident Card/Resident Alien Card</FONT><FONT size=3 face=" Helvetica, sans-serif,Arial"><BR clear=none></FONT><FONT size=3 face=" Helvetica, sans-serif,Arial">GÇó Border Crossing Card/non-immigrant Visa</FONT><FONT size=3 face=" Helvetica, sans-serif,Arial"><BR clear=none></FONT><FONT size=3 face=" Helvetica, sansserif,Arial">GÇó U.S. Department of Homeland Security (DHS) GÇ£Trusted TravelerGÇ¥ Cards (NEXUS, SENTRI, FAST)</FONT><FONT size=3 face=" Helvetica, sans-serif,Arial"><BR clear=none></FONT><FONT size=3 face=" Helvetica, sans-serif,Arial">GÇó DHSdesignated enhanced driverGÇÖs license</FONT><FONT size=3 face=" Helvetica, sans-serif,Arial"><BR clear=none></FONT><FONT size=3 face=" Helvetica, sans-serif,Arial">GÇó A Native American Tribal Photo ID</FONT><FONT size=3 face=" Helvetica, sansserif,Arial"><BR clear=none></FONT><FONT size=3 face=" Helvetica, sans-serif,Arial">GÇó An airline photo ID (if issued under a TSAapproved security plan)</FONT><FONT size=3 face=" Helvetica, sans-serif,Arial"><BR clear=none></FONT><FONT size=3 face=" Helvetica, sans-serif,Arial">GÇó A Registered Traveler Card (Containing the following: Name, Photo, Date of Birth, Gender, Reissue Date, and a Tamper-Resistant Feature)</FONT><FONT size=3 face=" Helvetica, sans-serif,Arial"><BR clear=none></FONT><FONT size=3 face=" Helvetica, sans-serif,Arial">GÇó A Transportation Workers Identification Credential (TWIC)</FONT><FONT size=3 face=" Helvetica, sans-serif,Arial"><BR clear=none></FONT><FONT size=3 face=" Helvetica, sansserif,Arial">GÇó A foreign government-issued passport, Canadian driverGÇÖs license or Province/Territory ID, and Indian and Northern Affairs Canada (INAC) card are also acceptable forms of photo ID.</FONT><FONT size=3 face=" Helvetica, sans-serif,Arial"><BR clear=none></FONT><FONT size=3 face=" Helvetica, sans-serif,Arial">GÇó Department of State Drivers License</FONT><FONT size=3 face=" Helvetica, sans-serif,Arial"><BR clear=none></FONT><FONT size=3 face=" Helvetica, sans-serif,Arial"> </FONT><FONT size=3 face=" Helvetica, sans-serif,Arial"><BR clear=none></FONT><FONT size=3 face=" Helvetica, sansserif,Arial"><EM><STRONG>Passengers who do not have a valid photo ID should bring whatever identification they have available. Other forms of identification may assist in verification of identity. The Transportation Security Officer will ask for at least two alternate forms of this identification. There is no standard list of what forms of alternative identification are acceptable. Passengers can present documents such as social security cards, birth certificates, marriage licenses, or credit cards, as long as the information on the documents bears the name of the passenger. Also, one of these documents must bear identification information containing one of the following: date of birth, gender, address, or photo.</STRONG></EM></FONT><FONT size=3 face=" Helvetica, sans-serif,Arial"> </FONT><FONT size=3 face=" Helvetica, sans-serif,Arial"><BR clear=none></FONT><FONT size=3 face=" Helvetica, sans-serif,Arial"> </FONT><FONT size=3 face=" Helvetica, sans-serif,Arial"><BR clear=none></FONT><FONT size=3 face=" Helvetica, sans-serif,Arial"><EM><STRONG>If a passenger is unable to present a valid photo ID, or TSA has questions about the identification presented, the passenger may be asked to assist TSA in the identity verification process. Under this process, TSA may ask the passenger to complete a Certification of Identity form, which requests the passengerGÇÖs name and current address, and may ask additional questions of the passenger to confirm his or her identity. If we are able to confirm the passengerGÇÖs identity, the passenger will be cleared to enter the screening checkpoint. However, the individual may be subject to additional screening. If we are unable to confirm the passengerGÇÖs identity, TSA will deny the passenger entry into the security checkpoint.</STRONG></EM></FONT><FONT size=3 face=" Helvetica, sans-serif,Arial"> </FONT><FONT size=3 face=" Helvetica, sans-serif,Arial"><BR clear=none></FONT><FONT size=3 face=" Helvetica, sans-serif,Arial"> </FONT><FONT size=3 face=" Helvetica, sans-serif,Arial"><BR clear=none></FONT><FONT size=3 face=" Helvetica, sans-serif,Arial">If a passenger refuses to provide ID or otherwise cooperate in the ID verification process, TSA
will deny access to the security checkpoint. </FONT> </P> <P> </P> <P><FONT size=3 face=" Helvetica, sans-serif,Arial">Please accept our appreciation for taking the time to share your thoughts and concerns with us. Your help and support are important contributions to ensuring the safety and security of the Nation's aviation system.</FONT> </P> <P><FONT size=3 face=" Helvetica, sans-serif,Arial"> </FONT><FONT size=3 face=" Helvetica, sans-serif,Arial"><BR clear=none></FONT><FONT size=3 face=" Helvetica, sans-serif,Arial">We hope this information is helpful.</FONT> </P> <P><FONT size=3> </FONT> </P> <P><FONT size=3 face="Arial, Helvetica, sans-serif">TSA Contact Center<BR clear=none></FONT></P></div> </font><br /> <br><br><div>--- Original Message ---<BR>From: <(b) (6) .com><BR>Received: 3/9/10 12:11:31 PM EST<BR>To: "TSA Contact Center" <[email protected]><BR>Subject: TSA Contact Us: Complaints<BR><BR>THIS GENERATED EMAIL HAS BEEN SENT FROM http://www.tsa.gov/contact/index.shtm<BR>-----------------------------------------------------------------------------------------------------------<BR>Remote Client IP: (b) (6) <BR>Date Time: 3/8/2010 4:54:01 PM<BR>-----------------------------------------------------------------------------------------------------------<BR><BR> <TABLE style="WIDTH: 750px" border=2 cellSpacing=1 cellPadding=3> <TBODY> <TR> <TD style="TEXT-ALIGN: right; WIDTH: 200px; VERTICAL-ALIGN: top; FONT-WEIGHT: bold">Name:</TD> <TD>(b) (6) </TD></TR> <TR> <TD style="TEXT-ALIGN: right; WIDTH: 200px; VERTICAL-ALIGN: top; FONT-WEIGHT: bold">Email:</TD> <TD>(b) (6) </TD></TR> <TR> <TD style="TEXT-ALIGN: right; WIDTH: 200px; VERTICAL-ALIGN: top; FONT-WEIGHT: bold">Complaints:</TD> <TD>Inattentive Screener - Lax Security</TD></TR> <TR> <TD style="TEXT-ALIGN: right; WIDTH: 200px; VERTICAL-ALIGN: top; FONT-WEIGHT: bold">Flight Info (If applicable. Enter Flight#/Airline/Terminal/Airport/Gate/Etc):</TD> <TD>512, Southwest Airlines, From OKC to STL on March 5, 2010</TD></TR> <TR> <TD style="TEXT-ALIGN: right; WIDTH: 200px; VERTICAL-ALIGN: top; FONT-WEIGHT: bold">Comments:</TD> <TD>As I was going through the security line, I had my boarding pass and my government-issued Oklahoma driver's license. Another woman, however, did not have her driver's license. She did have her student ID (I can assume from one of the universities in OK?) and a credit/debit card. (I know this because I was near her in line and I heard the whole conversation.) The TSA agent monitoring the security line that day apparently found these two items to be sufficient for establishing a passenger's identity and the woman was allowed through to her flight. <BR><BR>I find this totally unacceptable, especially in this day and age. The ease with which people's identities are stolen or copied is striking, and the fact that neither of the accepted forms of ID were government-issue is just insane. I can't even get into my gym without my membership card--even if I have my Driver's license--but she was able to get on a flight without one. <BR><BR>I said nothing on the day, because I wondered exactly what that would do, especially if I had spoken directly to the specific agent. Please do something about this, as I find security to be fairly lax at OKC anyway.</TD></TR></TBODY></TABLE></div> <BR><BR>------ TCC Control Number: ------<BR><<#451213-574323#>></body></html> END RECORD
CONTACT RECORD
EID: 51568151 Contact Type: Contact Date: 2010-03-09 17:52:14 Medium: EMAIL Contact Status: CLOSED Incident Date: Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: (b) (6) Subject: ISSUE, TSA Contact Us: Complaints Body: THIS GENERATED EMAIL HAS BEEN SENT FROM http://www.tsa.gov/contact/index.shtm -----------------------------------------------------------------------------------------------------------Remote Client IP: (b) (6) Date Time: 3/9/2010 12:01:12 AM ------------------------------------------------------------------------------------------------------------
Name: (b) (6) Email: (b) (6) Complaints:Discourteous/Rude Employee Flight Info (If applicable. Enter Flight#/Airline/Terminal/Airport/Gate/Etc):OKLAHOMA CITY SUPERVISOR ON DUTY 5230AM MARCH 5 - I THINK HIS NAME IS (b) (6) - WEARS A SMOOTH SUIT NOT A UNIFORM - VERY RUDE- WHEN I TRIED TO TASLK TO HIM BECAUSE MY BAG WAS RUN BACK THROUGH 5 TIMES AND I MISSED MY PLANE AFTER BRING IN LINE FOR 60 MINUTES AND WAITING 35 MINUTES FOR MY BAG TO BE CHECKED- WHEN I TALKED TO(b) (6) TWICE HIS ANSWER WAS - YOU HAVE A GREAT DAY AND HE WALKED AWAY- HES RUDE AND DOESNT GIVE A DAM AND IN FACT HES A SMART ASS AND CERTAINLY NOT FIT TO BE A SUPERVISOR Comments:SEE ABOVE - I WAITED 35 MNINUTES AND THEY RAN MY BAG THROUGH 5 TIMES BECAUSE AN INEXPERIENCED PERSON WAS WATCHING THE SECURITY AND HE DIDNT KNOW WHAT WAS A PROBLOEM AND WHAT WAS NOT Agent Notes: Consumer Complaint BCC/CSM Response Consumer Complaint BCC/CSM Response, BCC OKC SHM/CSQIM (b) (6) at (b) (6) Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) 3/9/2010 5:52:14 PM,(b) (6) 3/9/2010 5:53:54 PM, Last Update Date: Opening Agent: Opened Date: 3/9/2010 12:14:53 PM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, Airline: Subject Category: Discourteous- Rude Employee - Discourteous- Rude Employee Interaction Type: COMPLAINT Response Email: From: Prior Vendor To: (b) (6) Subject: Re: TSA Contact Us: Complaints <<#451432-574564#>>
Body: <html><head><style type="text/css">p {margin-bottom: 0; margin-top: 0;}</style></head><body bgcolor="#ffffff" style="background: #ffffff"> <font size="2"><div style="width:100%;word-wrap:break-word;font-family: Arial;color: #000000;"><P><FONT size=3 face=" Helvetica, sans-serif,Arial">Thank you for your email message. We are sorry you were unhappy with your recent travel experience.</FONT> </P> <P><FONT size=3> </FONT> </P> <P><FONT size=3 face=" Helvetica, sans-serif,Arial">Because your complaint is regarding screening at OKC, we have forwarded a copy of your email to the Customer Service Manager at that airport. The Customer Service Manager is responsible for ensuring that the screener workforce adheres to TSA principles for professional processing.</FONT> </P> <P><FONT size=3> </FONT> </P> <P><FONT size=3 face=" Helvetica, sans-serif,Arial">We monitor the number and nature of complaints we receive to track trends and spot areas of concern that may require special attention. This ongoing process will enable us to ensure prompt, corrective action whenever we determine that security-screening policies need modification or specific employees or screener teams are the subjects of repeated complaints.</FONT> </P> <P><FONT size=3> </FONT> </P> <P><FONT size=3 face=" Helvetica, sans-serif,Arial">Again, the TSA offers our sincere apologies and encourage you to check the latest information at </FONT><FONT size=3 face=" Helvetica, sans-serif,Arial"><A href="http://www.tsa.gov/" shape=rect>www.tsa.gov</A></FONT><FONT size=3 face=" Helvetica, sans-serif,Arial">.</FONT> </P> <P><FONT size=3> </FONT> </P> <P><FONT size=3 face="Arial, Helvetica, sans-serif">TSA Contact Center</FONT><FONT face=" Helvetica, sans-serif,Arial"><BR clear=none></FONT></P></div> </font><br /> <br><br><div>--- Original Message ---<BR>From: <(b) (6) ><BR>Received: 3/9/10 12:14:53 PM EST<BR>To: "TSA Contact Center" <[email protected]><BR>Subject: TSA Contact Us: Complaints<BR><BR>THIS GENERATED EMAIL HAS BEEN SENT FROM http://www.tsa.gov/contact/index.shtm<BR>-----------------------------------------------------------------------------------------------------------<BR>Remote Client IP: (b) (6) <BR>Date Time: 3/9/2010 12:01:12 AM<BR>-----------------------------------------------------------------------------------------------------------<BR><BR> <TABLE style="WIDTH: 750px" border=2 cellSpacing=1 cellPadding=3> <TBODY> <TR> <TD style="TEXT-ALIGN: right; WIDTH: 200px; VERTICAL-ALIGN: top; FONT-WEIGHT: bold">Name:</TD> <TD>(b) (6) </TD></TR> <TR> <TD style="TEXT-ALIGN: right; WIDTH: 200px; VERTICAL-ALIGN: top; FONT-WEIGHT: bold">Email:</TD> <TD>(b) (6) </TD></TR> <TR> <TD style="TEXT-ALIGN: right; WIDTH: 200px; VERTICAL-ALIGN: top; FONT-WEIGHT: bold">Complaints:</TD> <TD>Discourteous/Rude Employee</TD></TR> <TR> <TD style="TEXT-ALIGN: right; WIDTH: 200px; VERTICAL-ALIGN: top; FONT-WEIGHT: bold">Flight Info (If applicable. Enter Flight#/Airline/Terminal/Airport/Gate/Etc):</TD> <TD>OKLAHOMA CITY SUPERVISOR ON DUTY 5230AM MARCH 5 - I THINK HIS NAME IS (b) (6) - WEARS A SMOOTH SUIT NOT A UNIFORM - VERY RUDE- WHEN I TRIED TO TASLK TO HIM BECAUSE MY BAG WAS RUN BACK THROUGH 5 TIMES AND I MISSED MY PLANE AFTER BRING IN LINE FOR 60 MINUTES AND WAITING 35 MINUTES FOR MY BAG TO BE CHECKED- WHEN I TALKED TO (b) (6) TWICE HIS ANSWER WAS - YOU HAVE A GREAT DAY AND HE WALKED AWAY- HES RUDE AND DOESNT GIVE A DAM AND IN FACT HES A SMART ASS AND CERTAINLY NOT FIT TO BE A SUPERVISOR</TD></TR> <TR> <TD style="TEXT-ALIGN: right; WIDTH: 200px; VERTICAL-ALIGN: top; FONT-WEIGHT: bold">Comments:</TD> <TD>SEE ABOVE - I WAITED 35 MNINUTES AND THEY RAN MY BAG THROUGH 5 TIMES BECAUSE AN INEXPERIENCED PERSON WAS WATCHING THE SECURITY AND HE DIDNT KNOW WHAT WAS A PROBLOEM AND WHAT WAS NOT </TD></TR></TBODY></TABLE></div> <BR><BR>------ TCC Control Number: ------<BR><<#451432-574564#>></body></html> END RECORD
CONTACT RECORD
EID: 51569320 Contact Type: Contact Date: 2010-03-10 13:46:22 Medium: TELEPHONE Contact Status: CLOSED Incident Date: Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: (b) (6) . Contact Address 2: (b) (6) Contact City: (b) (6) Contact State: (b) (6) Contact Zip: (b) (6) Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Caller wants to report that her TSA accepted lock is missing after traveling through (OKC), Body: Agent Notes: SF-95 form mailed on 3-10-10 SF-95 form mailed on 3-10-10 Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) 3/10/2010 1:58:05 PM,(b) (6) 3/16/2010 11:30:19 AM,(b) (6) AM,(b) (6) 3/19/2010 3:02:41 PM, Last Update Date: Opening Agent: Opened Date: 3/10/2010 1:46:22 PM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, Airline: American Airlines -¬American Airlines -¬, Subject Category: TSA Accepted Locks - Missing or Damaged - TSA Accepted Locks - Missing or Damaged Interaction Type: COMPLAINT Response Email: END RECORD
3/18/2010 8:27:36
CONTACT RECORD
EID: 51570582 Contact Type: Contact Date: 2010-03-11 10:11:20 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2010-03-07 13:00:00 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Caller said that she is missing a gel hill cup that was in her shoes in carry on. Body: Agent Notes: Provided the number to TSA's lost and found at OKC. Provided the number to TSA's lost and found at OKC. Walked caller through website for claim form. Told caller that the gel inserts are not allowed in carry on if they are not built in the shoe but then again she is only missing one and not both. Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) 3/11/2010 10:16:20 AM, Last Update Date: Opening Agent: Opened Date: 3/11/2010 10:11:20 AM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, MSY New Orleans, LA, USA - Moisant International Airport, Airline: Southwest AirlinesSouthwest Airlines, Subject Category: Lost and Found- TSA - Lost and Found- TSA Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 51570601 Contact Type: Contact Date: 2010-03-11 10:19:59 Medium: TELEPHONE Contact Status: CLOSED Incident Date: Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: (b) (6) phoned into the TCC reporting he has a NOI inside his luggage but an item is missing (knife). He traveled from OKC into Dallas onto PHX with a final location in PIT Body: Agent Notes: Item was recovered; no need for claim form to be sent. Recommend packing kife in a way it will not injure a screener. Item was recovered; no need for claim form to be sent. Recommend packing kife in a way it will not injure a screener. Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) 3/11/2010 10:24:44 AM, Last Update Date: Opening Agent: Opened Date: 3/11/2010 10:19:59 AM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, PHX Phoenix, AZ, USA - Sky Harbor International Airport, PIT Pittsburgh, PA, USA - Greater Pit Intnl Airport, Airline: Subject Category: Claim Form Requests - Missing items from Checked Baggage - Claim Form Requests - Missing items from Checked Baggage Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 51579373 Contact Type: Contact Date: 2010-03-17 09:15:29 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2010-03-16 15:40:00 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: A T-shirt and a bottle Melatonin was missing from checked bag@ GSP. Body: Agent Notes: Provided Lost and Found information to caller and SF-95 Provided Lost and Found information to caller and SF-95 form Caller stated she departed from GSP enroute to OKC on to DAL and beyond via Southwest Airlines and when she retrieved her luggage there was a NOI and a T-shirt and a bottle of Melatonin missing from her bag, caller stated she did not want to file a claim, just wanted to report the missing items. After caller refused to file a claim I told her I would make a note of this complaint. Caller also asked why do the TSO always randomly pick her bags to search. Follow Up: Caller stated she departed from GSP enroute to OKC on to DAL and beyond and when she retrieved her luggage she found a NOI and a T-shirt and a bottle of Melatonin was missing from her bag, caller stated she did not want to file a claim, just wanted to report. After caller refused to file a claim I told her I would make a note of this complaint. Caller also asked why do the TSO always randomly pick her bags to search. To TSOC Date: From TSOC Date: Last Updated By: (b) (6) 3/17/2010 9:37:28 AM,(b) (6) 3/17/2010 9:41:21 AM,(b) (6) 3/17/2010 10:16:40 AM,(b) (6) 3/17/2010 12:56:08 PM, Last Update Date: Opening Agent: Opened Date: 3/17/2010 9:15:29 AM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, DAL Dallas, TX, USA - Love Field, LIT Little Rock, AR, USA Little Rock Regional Airport, GSP Greenville, SC, USA - Greenville-Spartanburg Metro, Airline: Southwest AirlinesSouthwest Airlines, Subject Category: Claim Form Requests - Missing items from Checked Baggage - Claim Form Requests - Missing items from Checked Baggage Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 51580774 Contact Type: Contact Date: 2010-03-17 18:48:40 Medium: EMAIL Contact Status: CLOSED Incident Date: Contact Prefix: Contact First Name:(b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: (b) (6) Subject: ISSUE, TSA Contact Us: Complaints Body: THIS GENERATED EMAIL HAS BEEN SENT FROM http://www.tsa.gov/contact/index.shtm -----------------------------------------------------------------------------------------------------------Remote Client IP: (b) (6) Date Time: 3/16/2010 10:37:09 PM ------------------------------------------------------------------------------------------------------------
Name:(b) (6) Email: (b) (6) Complaints:Damaged or Missing items in Checked or Carry-on Baggage Flight Info (If applicable. Enter Flight#/Airline/Terminal/Airport/Gate/Etc):First incident: OKC to Nashville, TN in mid September, 2009. Southwest Airlines Second incident: March 15th: Boston Logan to Baltimore connecting to Southwest Airlines flight 43 to OKC. Comments:In September 2009 my wife flew to Nashville, TN to visit family. Because of her fragile health, I supervise and insure that all her required medications are packed. These medications were packed in the checked bag because of the "1 quart bag rule" The next day I joined her to find out that most of her required medications were missing from her luggage. It was necessary for me to drive over 200 miles to obtain replacement medications. In her baggage was the TSA notice that the bag had been opened. Although I was angry, I did not file a complaint. Yesterday (March 15th) I traveled from Boston - Logan connecting at Baltimore to Southwest flight 43 to Oklahoma City. I had packed all of my medications in my checked bag. When I picked my bag I noticed that the bag was partially opened. When I opened the bag at home I found that all my medications were missing. My wife and I require certain medications to survive, therefore we are extremely careful to insure that we have our medications with us. Why do you employ people that routinely steal our life supporting medications? You probably will not reply, however, in absence of reply I will pursue this issue with Senator Tom Coburn Agent Notes: Claim Request Claim Request, Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) 3/17/2010 6:48:40 PM,(b) (6) 3/17/2010 6:49:33 PM, Last Update Date: Opening Agent: Opened Date: 3/17/2010 1:04:29 PM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, BNA Nashville, TN, USA - Nashville Metropolitan Airport,
Airline: Southwest AirlinesSouthwest Airlines, Subject Category: Claim Form Requests-Checked Bag - Claim Form Requests-Checked Bag Interaction Type: COMPLAINT Response Email: From: Prior Vendor To: (b) (6) Subject: Re: TSA Contact Us: Complaints <<#455190-578851#>> Body: <html><head><style type="text/css">p {margin-bottom: 0; margin-top: 0;}</style></head><body bgcolor="#ffffff" style="background: #ffffff"> <font size="2"><div style="width:100%;word-wrap:break-word;font-family: Arial;color: #000000;"><P>Thank you for your e-mail message. </P> <P> </P> <P>The Transportation Security Administration (TSA) is responsible for reviewing all claims relating to the screening of passengers and their baggage. To protect your rights under federal law and to file a valid claim, you must send your claim in writing to TSA, stating the circumstances of the loss and the exact amount you are claiming (fair market value of lost or destroyed property, reasonable cost of repair for damaged property), within 2 years after your claim accrued. The claim must be signed by you or your authorized representative (e.g., an attorney or other personal representative with appropriate proof of authority). <BR clear=none> <BR clear=none>To file a claim, fill out the attached Standard Form 95 (claim form) in accordance with the instructions, and return it to the address in box #1. Please be sure to follow the instructions carefully, and to fill out the claim form completely. While use of the form is not mandatory, it will help you ensure that you meet the legal requirements for filing a claim. If you decide to file a claim, it will be processed in accordance with the Federal Tort Claims Act.<BR clear=none> <BR clear=none>Once the Claims Management Branch has received your claim form, you will be sent a letter of acknowledgement and a claim number. You should keep the claim number for future reference when inquiring about your claim. TSA will try to resolve your claim as quickly as possible, but it may need time to make a further investigation of the facts. If TSA denies your claim, or has not finally resolved it within 6 months after you have filed it, you may have a right to bring your claim to court. <BR clear=none> <BR clear=none>You can also access claim forms online at the TSAGÇÖs Claims Management BranchGÇÖs website at <A href="http://www.tsa.gov/travelers/customer/claims/index.shtm" shape=rect>www.tsa.gov/travelers/customer/claims/index.shtm</A>. This website also has information related to filing a claim, checking the status of a claim, and other claim-related issues. You can also access this website by clicking on the Claims Management Branch link in the GÇ£Resource CenterGÇ¥ on TSAGÇÖs homepage at <A href="http://www.tsa.gov/" shape=rect>www.tsa.gov</A>. For additional questions related to the claims process, please contact the Claims Management Branch at <A href="mailto:[email protected]" shape=rect>[email protected]</A>. <BR clear=none> <BR clear=none>TSA Contact Center<BR clear=none></P></div> </font><br /> <br><br><div>--- Original Message ---<BR>From: <(b) (6) ><BR>Received: 3/17/10 1:04:01 PM EDT<BR>To: "TSA Contact Center" <[email protected]><BR>Subject: TSA Contact Us: Complaints<BR><BR>THIS GENERATED EMAIL HAS BEEN SENT FROM http://www.tsa.gov/contact/index.shtm<BR>-----------------------------------------------------------------------------------------------------------<BR>Remote Client IP: (b) (6) <BR>Date Time: 3/16/2010 10:37:09 PM<BR>-----------------------------------------------------------------------------------------------------------<BR><BR> <TABLE style="WIDTH: 750px" border=2 cellSpacing=1 cellPadding=3> <TBODY> <TR> <TD style="TEXT-ALIGN: right; WIDTH: 200px; VERTICAL-ALIGN: top; FONT-WEIGHT: bold">Name:</TD> <TD>(b) (6) </TD></TR> <TR> <TD style="TEXT-ALIGN: right; WIDTH: 200px; VERTICAL-ALIGN: top; FONT-WEIGHT: bold">Email:</TD> <TD>(b) (6) </TD></TR> <TR> <TD style="TEXT-ALIGN: right; WIDTH: 200px; VERTICAL-ALIGN: top; FONT-WEIGHT: bold">Complaints:</TD> <TD>Damaged or Missing items in Checked or Carry-on Baggage</TD></TR> <TR> <TD style="TEXT-ALIGN: right; WIDTH: 200px; VERTICAL-ALIGN: top; FONT-WEIGHT: bold">Flight Info (If applicable. Enter Flight#/Airline/Terminal/Airport/Gate/Etc):</TD> <TD>First incident: OKC to Nashville, TN in mid September, 2009. Southwest Airlines<BR><BR>Second incident: March 15th: Boston Logan to Baltimore connecting to Southwest Airlines flight 43 to OKC.</TD></TR> <TR> <TD style="TEXT-ALIGN: right; WIDTH: 200px; VERTICAL-ALIGN: top; FONT-WEIGHT: bold">Comments:</TD> <TD>In September 2009 my wife flew to Nashville, TN to visit family. Because of her fragile health, I supervise and insure that all her required medications are packed. These medications were packed in the checked bag because of the "1 quart bag rule" The next day I joined her to find out that most of her required medications were missing from her luggage. It was necessary for me to drive over 200 miles to obtain replacement medications. In her baggage was the TSA notice that the bag had been opened. Although I was angry, I did not file a complaint.<BR><BR>Yesterday (March 15th) I traveled from Boston - Logan connecting at Baltimore to Southwest flight 43 to Oklahoma City. I had packed all of my medications in my checked bag. When I picked my bag I noticed that the bag was partially opened.
When I opened the bag at home I found that all my medications were missing.<BR><BR>My wife and I require certain medications to survive, therefore we are extremely careful to insure that we have our medications with us. Why do you employ people that routinely steal our life supporting medications? You probably will not reply, however, in absence of reply I will pursue this issue with Senator Tom Coburn.</TD></TR></TBODY></TABLE></div> <BR><BR>------ TCC Control Number: ------<BR><<#455190-578851#>></body></html> END RECORD
CONTACT RECORD
EID: 51585652 Contact Type: Contact Date: 2010-03-21 14:08:15 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2010-03-12 13:00:00 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Items (zip lock bag full of mail & eyeshadow) missing from checked bag@ OKC. Offered claim form. Body: Agent Notes: Provided Lost and Found information to caller and Offered claim form. Provided Lost and Found information to caller and Offered claim form. NOI: yes Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) 3/21/2010 2:11:35 PM, Last Update Date: Opening Agent: Opened Date: 3/21/2010 2:08:15 PM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, Airline: American Airlines -¬American Airlines -¬, Subject Category: Claim Form Requests - Missing items from Checked Baggage - Claim Form Requests - Missing items from Checked Baggage Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 51586983 Contact Type: Contact Date: 2010-03-22 14:27:24 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2010-03-17 05:30:00 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Items (Golf bag stand) damaged in checked bag @ (OKC). Body: Agent Notes: Provided caller with information on the claims process, and SF-95 form offered. Provided caller with information on the claims process, and SF-95 form offered. NOI. Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) 3/22/2010 2:32:15 PM, Last Update Date: Opening Agent: Opened Date: 3/22/2010 2:27:24 PM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, PSP Palm Springs, CA, USA - Palm Springs Municipal, Airline: United Airlines -¬United Airlines -¬, Subject Category: Claim Form Requests-Checked Bag - Claim Form Requests-Checked Bag Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 51588544 Contact Type: Contact Date: 2010-03-23 11:25:13 Medium: EMAIL Contact Status: CLOSED Incident Date: Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: (b) (6) Subject: ISSUE, Complaint about the TSA at the Oklahoma City International Airport Body: I am sending the following e-mail to my representatives and would like you to be aware as well. I did not get the TSA agent's names as they were already angry and I did not want to loose any more time that I had to spend with my brother before he went to war.
My brother is a Lance Corporal in the United States Marine Corp. His name is (b) (6) . (b) (6) is being deployed to Southwest region in Afghanistan to ensure our freedoms by fighting terrorists where their homes are so that we do not have to fight them here. He was granted leave for a week before his deployment. I am writing you to inform you how this soldier was treated by the Transportation Security Administration. On his flight from Ontario California to Oklahoma City the TSA searched his baggage and somehow during that search (I am assuming here) (b) (6) I-Pod was removed from his baggage and not returned. We have filed a claim with the airport about the stolen item. (b) (6) concluded his visit and as is our familyGÇÖs tradition; (b) (6) requested our youngest brother, our father, and I see him off at the airport (potentially our last visit with him as he is going to war). We got the security passes to accompany (b) (6) to the gate and we were treated very poorly by the TSA staff. (b) (6) had purchased 4 upgraded M-16 magazines made out of polymer which he believes to be better than what the Marine Corp has provided as they do not bend and jam like the issued equipment do. I would like to make it clear that (b) (6) purchased these with his own money and made no complaints about doing so. Needless to say (b) (6) was very hesitant to check any baggage after his property was stolen by the TSA on his initial trip. (b) (6) took back with him to the base only the clothing he was wearing, 1 cell phone, 2 cans of tobacco, an I-pod (borrowed from his fianc+¬ so that he may listen to music in his down time while at war) and the 4 magazines he purchased in a back pack to carry on with him so that he could ensure that all his property would make it safely to his destination. We all went through the security line and of course (b) (6) bag was searched manually (not a big deal), but he was harassed about bringing magazines with him and questioned about weather he was issued these by the Marine Corp. The TSA agent that conducted the search was not only rude to (b) (6) but the entire family and another TSA agent compared (b) (6) to the terrorists who acted on 9-11-2001. This was completely devastating to this soldier who was about to go to war to fight for the freedoms we all take for granted. (b) (6) was told he would not be able to carry his bag on the plane and would have to talk to the airline about weather or not they would check the bag for him with the magazines in it. He was escorted to the airlineGÇÖs counter (American Airlines) and spoke with the clerk there who had absolutely no problem with the bag being checked and appeared surprised himself by the actions of the TSA. I feel that this is a very sad way to treat our soldiers and would like you to look into how our soldiers are treated by the TSA and see if there is something that can be done to prevent them from being harassed and compared to terrorists. If you have any questions for me or would like to talk with me my phone number is (b) (6) or my office number is (b) (6)
Thank you for your time.
(b) (6)
Agent Notes: Consumer Complaint BCC/CSM Response Consumer Complaint BCC/CSM Response, bcc csm okc (b) (6) Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) 3/23/2010 11:25:13 AM,(b) (6) 3/23/2010 11:30:36 AM, Last Update Date: Opening Agent: Opened Date: 3/22/2010 12:34:35 PM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, ONT Ontario, CA, USA - Ontario International, Airline: American Airlines -¬American Airlines -¬, Subject Category: Discourteous- Rude Employee - Discourteous- Rude Employee Interaction Type: COMPLAINT Response Email: From: Prior Vendor To: (b) (6) Subject: Re: Complaint about the TSA at the Oklahoma City International Airport <<#457341-581322#>> Body: <html><head><style type="text/css">p {margin-bottom: 0; margin-top: 0;}</style></head><body bgcolor="#ffffff" style="background: #ffffff"> <font size="2"><div style="width:100%;word-wrap:break-word;font-family: Arial;color: #000000;"><P><FONT face=" Helvetica, sansserif,Arial">Thank you for your email message. We are sorry you were unhappy with your recent travel experience.</FONT> </P> <P> </P> <P><FONT face=" Helvetica, sans-serif,Arial">Because your complaint is regarding screening at OKC, we have forwarded a copy of your email to the Customer Service Manager at that airport. The Customer Service Manager is responsible for ensuring that the screener workforce adheres to TSA principles for professional processing.</FONT> </P> <P> </P> <P><FONT face=" Helvetica, sans-serif,Arial">We monitor the number and nature of complaints we receive to track trends and spot areas of concern that may require special attention. This ongoing process will enable us to ensure prompt, corrective action whenever we determine that security-screening policies need modification or specific employees or screener teams are the subjects of repeated complaints.</FONT> </P> <P> </P> <P><FONT face=" Helvetica, sans-serif,Arial">Again, the TSA offers sincere apologies for the discomfort you experienced while traveling and encourage you to check the latest information at </FONT><FONT face=" Helvetica, sans-serif,Arial"><A href="http://www.tsa.gov/" shape=rect>www.tsa.gov</A></FONT><FONT face=" Helvetica, sans-serif,Arial">.</FONT> </P> <P> </P> <P><FONT face=" Helvetica, sans-serif,Arial">TSA Contact Center</FONT><FONT face=" Helvetica, sans-serif,Arial"><BR clear=none></FONT></P></div> </font><br /> <br><br><div>--- Original Message ---<BR>From: (b) (6) " <(b) (6) ><BR>Received: 3/22/10 12:34:35 PM EDT<BR>To: "TSA Contact Center" <[email protected]><BR>Subject: Complaint about the TSA at the Oklahoma City International Airport<BR><BR> <TABLE border=0 cellSpacing=0 cellPadding=0> <TBODY> <TR> <TD vAlign=top>I am sending the following e-mail to my representatives and would like you to be aware as well. I did not get the TSA agent's names as they were already angry and I did not want to loose any more time that I had to spend with my brother before he went to war.<BR><BR> <P class=MsoNormal>My brother is a <SPAN style="BORDER-BOTTOM: rgb(0,102,204) 1px dashed; CURSOR: pointer" id=lw_1269272817_0 class=yshortcuts>Lance Corporal</SPAN> in the United States Marine Corp. His name is <SPAN style="BORDER-BOTTOM: rgb(0,102,204) 1px dashed; CURSOR: pointer" id=lw_1269272817_1 class=yshortcuts>(b) (6) (b) (6) l</SPAN> (b) (6) (b) (6) is being deployed to Southwest region in <SPAN id=lw_1269272817_2 class=yshortcuts>Afghanistan</SPAN> to ensure our freedoms by fighting terrorists where their homes are so that we do not have to fight them here. He was granted leave for a week before his deployment. I am writing you to inform you how this soldier was treated by the <SPAN style="BORDER-BOTTOM: rgb(0,102,204) 1px dashed; BACKGROUND: none transparent scroll repeat 0% 0%; CURSOR: pointer" id=lw_1269272817_3 class=yshortcuts>Transportation Security Administration</SPAN>. On his flight from <SPAN id=lw_1269272817_4 class=yshortcuts>Ontario California</SPAN> to <SPAN id=lw_1269272817_5 class=yshortcuts>Oklahoma City</SPAN> the TSA searched his baggage and somehow during that search (I am assuming here) (b) (6) I-Pod was removed from his baggage and not returned. We have filed a claim with the airport about the stolen item. Christopher concluded his visit and as is our familyGÇÖs tradition; (b) (6) requested our youngest brother, our father, and I see him off at the airport (potentially our last visit with him as he is going to war). We got the security passes to accompany (b) (6) to the gate and we
were treated very poorly by the TSA staff. (b) (6) had purchased 4 upgraded M-16 magazines made out of polymer which he believes to be better than what the Marine Corp has provided as they do not bend and jam like the issued equipment do. I would like to make it clear that (b) (6) purchased these with his own money and made no complaints about doing so. Needless to say (b) (6) was very hesitant to check any baggage after his property was stolen by the TSA on his initial trip. (b) (6) took back with him to the base only the clothing he was wearing, 1 cell phone, 2 cans of tobacco, an I-pod (borrowed from his fianc+¬ so that he may listen to music in his down time while at war) and the 4 magazines he purchased in a back pack to carry on with him so that he could ensure that all his property would make it safely to his destination. We all went through the security line and of course GÇÖs bag was searched manually (not a big deal), but he was harassed about bringing magazines with him and questioned (b) (6) about weather he was issued these by the Marine Corp. The TSA agent that conducted the search was not only rude to , but the entire family and another TSA agent compared (b) (6) to the terrorists who acted on 9-11-2001. This was (b) (6) completely devastating to this soldier who was about to go to war to fight for the freedoms we all take for granted. (b) (6) was told he would not be able to carry his bag on the plane and would have to talk to the airline about weather or not they would check the bag for him with the magazines in it. He was escorted to the airlineGÇÖs counter (<SPAN style="BORDER-BOTTOM: rgb(0,102,204) 1px dashed; CURSOR: pointer" id=lw_1269272817_6 class=yshortcuts>American Airlines</SPAN>) and spoke with the clerk there who had absolutely no problem with the bag being checked and appeared surprised himself by the actions of the TSA. I feel that this is a very sad way to treat our soldiers and would like you to look into how our soldiers are treated by the TSA and see if there is something that can be done to prevent them from being harassed and compared to terrorists. If you have any questions for me or would like to talk with me my phone number is <SPAN style="BORDER-BOTTOM: rgb(0,102,204) 1px dashed; CURSOR: pointer" id=lw_1269272817_7 class=yshortcuts>(b) (6) </SPAN> or my office number is <SPAN style="BORDER-BOTTOM: rgb(0,102,204) 1px dashed; BACKGROUND: none transparent scroll repeat 0% 0%; CURSOR: pointer" id=lw_1269272817_8 class=yshortcuts>(b) (6) </SPAN>.</P> <P class=MsoNormal> </P> <P class=MsoNormal>Thank you for your time.<BR></P> <P class=MsoNormal><BR></P> <P class=MsoNormal>(b) (6) <BR></P><BR></TD></TR></TBODY></TABLE><BR></div> <BR><BR>------ TCC Control Number: ------<BR><<#457341-581322#>></body></html> END RECORD
CONTACT RECORD
EID: 51597568 Contact Type: Contact Date: 2010-03-29 13:44:59 Medium: EMAIL Contact Status: CLOSED Incident Date: Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: (b) (6) Subject: ISSUE, Re: TSA Contact Us: Complaints Body: Thank you for your reply. The information requested is as follows: Specific name of the airport where the incident occurred: Oklahoma City International Airport (OKC) - American Airlines / Continental Airlines Security Checkpoint. Date and time of incident: March 26th 2010 @ 5:15am Central Time Contact phone number:
(b) (6)
http://www.tsa.gov/travelers/airtravel/acceptable_documents.shtm Acceptable IDs include:
*U.S. passport *U.S. passport card *DHS "Trusted Traveler" cards (NEXUS, SENTRI, FAST) *U.S. Military ID (active duty or retired military and their dependents, and DOD civilians) *Permanent Resident Card *Border Crossing Card *DHS-designated enhanced driver's license *Drivers Licenses or other state photo identity cards issued by Department of Motor Vehicles (or equivalent) that meets REAL ID benchmarks (All states are currently in compliance) *A Native American Tribal Photo ID *An airline or airport-issued ID (if issued under a TSA-approved security plan)
*A foreign government-issued passport *Canadian provincial driver's license or Indian and Northern Affairs Canada (INAC) card *Transportation Worker Identification Credential (TWIC)
_____ From: TSA-ContactCenter <[email protected]> Date: Fri, 26 Mar 2010 18:02:37 -0400 To: (b) (6) Subject: Re: TSA Contact Us: Complaints <<#459499-583841#>> Thank you for your e-mail message. We appreciate that you took the time to share this information with us.
So that we may forward your e-mail to the appropriate office for action, please provide us with the following specific details:
*Specific name of the airport where the incident occurred *Date and time of incident *Contact number if one is available.
You can also provide us with this information by calling the TSA Contact Center, toll-free at (866) 289-9673. If you are outside the United States and cannot use the toll-free number, please call us at (571) 227-2900.
TSA monitors the number and nature of complaints it receives to track trends and spot areas of concern that may require special attention. This ongoing process enables us to ensure prompt, corrective action whenever we determine that security screening policies need modification or specific employees or screener teams are the subjects of repeated complaints.
TSA Contact Center
--- Original Message --From: (b) (6) Received: 3/26/10 12:14:42 PM EDT To: "TSA Contact Center" <[email protected]> Subject: TSA Contact Us: Complaints THIS GENERATED EMAIL HAS BEEN SENT FROM http://www.tsa.gov/contact/index.shtm -----------------------------------------------------------------------------------------------------------Remote Client IP: (b) (6) Date Time: 3/26/2010 6:41:29 AM -----------------------------------------------------------------------------------------------------------Name: (b) (6) Email: (b) (6) Complaints: Inconsistent Screening (Different Practices between Airports) Flight Info (If applicable. Enter Flight#/Airline/Terminal/Airport/Gate/Etc): Oklahoma American Airlines TSA checkpoint. Comments: NO TSA staff Not even supervisor!! knew about NEXUS form of ID. They did not even know what it is!! On the TSA site clearly states is acceptable and all other airports travelled within US have accepted it. Obviously training is required or even TSA personnel
should look at your web site more often!!
------ TCC Control Number: -----> Agent Notes: Fwd to Appropriate Office Response Fwd to Appropriate Office Response, BCC OKC SHM/CSQIM (b) (6)
at
(b) (6)
Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) 3/29/2010 1:44:59 PM,(b) (6) Last Update Date: Opening Agent: Opened Date: 3/27/2010 11:30:41 AM Linked Event IDs:
3/29/2010 1:47:29 PM,
Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, Airline: American Airlines -¬American Airlines -¬, Continental Airlines (present) -¬, Subject Category: ID Requirements - ID Requirements Interaction Type: COMPLAINT Response Email: From: Prior Vendor To: (b) (6) Subject: Re: TSA Contact Us: Complaints <<#459499-583841#>> Body: <html><head><style type="text/css">p {margin-bottom: 0; margin-top: 0;}</style></head><body bgcolor="#ffffff" style="background: #ffffff"> <font size="2"><div style="width:100%;word-wrap:break-word;font-family: Arial;color: #000000;"><P><FONT size=3 face=" Helvetica, sans-serif,Arial">Thank you for your email message. </FONT></P> <P><FONT size=3> </FONT> </P> <P><FONT size=3 face=" Helvetica, sans-serif,Arial">Please accept our appreciation for you taking the time to share this information with us. Your email has been forwarded to the appropriate office at OKC for action as required. </FONT> </P> <P><FONT size=3> </FONT> </P> <P><FONT size=3 face=" Helvetica, sans-serif,Arial">We encourage you to check the latest information at </FONT><FONT size=3 face=" Helvetica, sans-serif,Arial"><A href="http://www.tsa.gov/" shape=rect>www.tsa.gov</A></FONT><FONT size=3 face=" Helvetica, sansserif,Arial">. </FONT></P> <P><FONT size=3> </FONT> </P> <P><FONT size=3 face=" Helvetica, sans-serif,Arial">TSA Contact Center</FONT><FONT size=3 face=" Helvetica, sans-serif,Arial"><BR clear=none></FONT></P></div> </font><br /> <br><br><div>--- Original Message ---<BR>From: (b) (6) ><BR>Received: 3/27/10 11:30:41 AM EDT<BR>To: "TSA Contact Center" <[email protected]><BR>Subject: Re: TSA Contact Us: Complaints<BR><BR><FONT face=Arial><SPAN style="FONT-SIZE: 11pt">Thank you for your reply.<BR><BR>The information requested is as follows:<BR><BR><B><I>Specific name of the airport where the incident occurred:<BR></I></B>Oklahoma City International Airport (OKC) - American Airlines / Continental Airlines Security Checkpoint.<BR><BR><B><I>Date and time of incident:<BR></I></B>March 26th 2010 @ 5:15am Central Time<BR><BR><B><I>Contact phone number:<BR></I></B>407 733 8611<BR><BR><A href="http://www.tsa.gov/travelers/airtravel/acceptable_documents.shtm">http://www.tsa.gov/travelers/airtravel/acceptable_documents.s htm</A><BR><BR>Acceptable IDs include:<BR><BR></SPAN></FONT> <UL> <LI><FONT face=Arial><SPAN style="FONT-SIZE: 11pt">U.S. passport </SPAN></FONT> <LI><FONT face=Arial><SPAN style="FONT-SIZE: 11pt">U.S. passport card </SPAN></FONT> <LI><FONT face=Arial><SPAN style="FONT-SIZE: 11pt">DHS "Trusted Traveler" cards (<B><U>NEXUS</U></B>, SENTRI, FAST) </SPAN></FONT> <LI><FONT face=Arial><SPAN style="FONT-SIZE: 11pt">U.S. Military ID (active duty or retired military and their dependents, and DOD civilians) </SPAN></FONT> <LI><FONT face=Arial><SPAN style="FONT-SIZE: 11pt">Permanent Resident Card </SPAN></FONT> <LI><FONT face=Arial><SPAN style="FONT-SIZE: 11pt">Border Crossing Card </SPAN></FONT> <LI><FONT face=Arial><SPAN style="FONT-SIZE: 11pt">DHS-designated enhanced driver's license </SPAN></FONT> <LI><FONT face=Arial><SPAN style="FONT-SIZE: 11pt">Drivers Licenses or other state photo identity cards issued by Department of Motor Vehicles (or equivalent) that meets REAL ID benchmarks (All states are currently in compliance) </SPAN></FONT> <LI><FONT face=Arial><SPAN style="FONT-SIZE: 11pt">A Native American Tribal Photo ID </SPAN></FONT>
<LI><FONT face=Arial><SPAN style="FONT-SIZE: 11pt">An airline or airport-issued ID (if issued under a TSA-approved security plan) </SPAN></FONT> <LI><FONT face=Arial><SPAN style="FONT-SIZE: 11pt">A foreign government-issued passport </SPAN></FONT> <LI><FONT face=Arial><SPAN style="FONT-SIZE: 11pt">Canadian provincial driver's license or Indian and Northern Affairs Canada (INAC) card </SPAN></FONT> <LI><FONT face=Arial><SPAN style="FONT-SIZE: 11pt">Transportation Worker Identification Credential (TWIC) <BR></SPAN></FONT></LI></UL><FONT face=Arial><SPAN style="FONT-SIZE: 11pt"><BR><BR> <HR align=center SIZE=3 width="95%"> <B>From: </B>TSA-ContactCenter <<A href="http:/[email protected]">[email protected]</A>><BR><B>Date: </B>Fri, 26 Mar 2010 18:02:37 -0400<BR><B>To: </B>(b) (6) <<A href="http:(b) (6) </A>><BR><B>Subject: </B>Re: TSA Contact Us: Complaints <<#459499583841#>><BR><BR></SPAN><FONT size=4><SPAN style="FONT-SIZE: 14pt">Thank you for your e-mail message. We appreciate that you took the time to share this information with us.</SPAN></FONT><SPAN style="FONT-SIZE: 11pt"> <BR><BR></SPAN><FONT size=4><SPAN style="FONT-SIZE: 14pt"></SPAN></FONT><SPAN style="FONT-SIZE: 11pt"><BR><BR></SPAN><FONT size=4><SPAN style="FONT-SIZE: 14pt">So that we may forward your e-mail to the appropriate office for action, please provide us with the following specific details:</SPAN></FONT><SPAN style="FONT-SIZE: 11pt"> <BR></SPAN></FONT> <UL> <LI><FONT face=Arial><FONT size=4><SPAN style="FONT-SIZE: 14pt"><B><I>Specific name of the airport where the incident occurred</I></B> </SPAN></FONT></FONT> <LI><FONT face=Arial><FONT size=4><SPAN style="FONT-SIZE: 14pt">Date and time of incident </SPAN></FONT></FONT> <LI><FONT face=Arial><FONT size=4><SPAN style="FONT-SIZE: 14pt">Contact number if one is available.</SPAN></FONT><SPAN style="FONT-SIZE: 11pt"> <BR></SPAN></FONT></LI></UL><FONT face=Arial><FONT size=4><SPAN style="FONT-SIZE: 14pt">You can also provide us with this information by calling the TSA Contact Center, toll-free at (866) 289-9673. If you are outside the United States and cannot use the toll-free number, please call us at (571) 227-2900. <BR></SPAN></FONT><SPAN style="FONT-SIZE: 11pt"><BR></SPAN><FONT size=4><SPAN style="FONT-SIZE: 14pt"></SPAN></FONT><SPAN style="FONT-SIZE: 11pt"><BR><BR></SPAN><FONT size=4><SPAN style="FONT-SIZE: 14pt">TSA monitors the number and nature of complaints it receives to track trends and spot areas of concern that may require special attention. This ongoing process enables us to ensure prompt, corrective action whenever we determine that security screening policies need modification or specific employees or screener teams are the subjects of repeated complaints. <BR></SPAN></FONT><SPAN style="FONT-SIZE: 11pt"><BR></SPAN><FONT size=4><SPAN style="FONT-SIZE: 14pt"></SPAN></FONT><SPAN style="FONT-SIZE: 11pt"><BR><BR></SPAN><FONT size=4><SPAN style="FONT-SIZE: 14pt">TSA Contact Center<BR></SPAN></FONT><SPAN style="FONT-SIZE: 11pt"><BR><BR><BR>--- Original Message ---<BR>From: <<A href="http:/(b) (6) </A>><BR>Received: 3/26/10 12:14:42 PM EDT<BR>To: "TSA Contact Center" <<A href="http:/[email protected]">[email protected]</A>><BR>Subject: TSA Contact Us: Complaints<BR><BR>THIS GENERATED EMAIL HAS BEEN SENT FROM <A href="http://www.tsa.gov/contact/index.shtm">http://www.tsa.gov/contact/index.shtm</A><BR>-----------------------------------------------------------------------------------------------------------<BR>Remote Client IP: (b) (6) <BR>Date Time: 3/26/2010 6:41:29 AM<BR>-----------------------------------------------------------------------------------------------------------<BR><BR><B>Name:</B> (b) (6) <BR><B>Email:</B> <A href="http:/(b) (6) </A> <BR><B>Complaints:</B> Inconsistent Screening (Different Practices between Airports) <BR><B>Flight Info (If applicable. Enter Flight#/Airline/Terminal/Airport/Gate/Etc):</B> Oklahoma American Airlines TSA checkpoint. <BR><B>Comments:</B> NO TSA staff Not even supervisor!! knew about NEXUS form of ID. They did not even know what it is!! On the TSA site clearly states is acceptable and all other airports travelled within US have accepted it. Obviously training is required or even TSA personnel should look at your web site more often!!<BR><BR><BR>------ TCC Control Number: -----<BR>><BR></SPAN></FONT></div> <BR><BR>------ TCC Control Number: ------<BR><<#459499-583841#>></body></html> END RECORD
CONTACT RECORD
EID: 51608575 Contact Type: Contact Date: 2010-04-05 20:14:16 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2010-03-08 20:16:00 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: (b) (6) Fulfillment Sent: Mail Return Date: Contact Email: Subject: The following items were broken in (b) (6) luggage: a clock, picture frames, an antique tea pot, and bowls. Body: Agent Notes: Advised caller we would note issue, and an FYI will be sent to the CSM at that airport who oversees the screening operation. Offered a claim form. Faxed claim form to caller. Advised caller we would note issue, and an FYI will be sent to the CSM at that airport who oversees the screening operation. Offered a claim form. Faxed claim form to caller. Flight 255 & 6593, Baggage tag n/a, Check-in time: around 6:23 AM Follow Up: The following items were broken in (b) (6) luggage: a clock, picture frames, an antique tea pot, and bowls. (b) (6) is very dissappointed and has asked that TSA exercises more care. To TSOC Date: From TSOC Date: Last Updated By: (b) (6) 4/5/2010 8:29:12 PM,(b) (6) 4/5/2010 8:29:19 PM, Last Update Date: Opening Agent: Opened Date: 4/5/2010 8:14:16 PM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, DEN Denver, CO, USA - Denver International, BIL Billings, MT, USA - Billings Logan Intnl Airport, Airline: United Airlines -¬United Airlines -¬, Subject Category: Mishandling of Passengers Property - Disarrayed Carry-on/Checked Baggage - Mishandling of Passengers Property Disarrayed Carry-on/Checked Baggage Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 51619513 Contact Type: Contact Date: 2010-04-13 16:02:21 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2010-04-13 07:25:00 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Caller wanted to report unprofessional behavior displayed by TSA employee at OKC. Caller also stated that pills and diabetic medication was damaged in checked bag. Body: Agent Notes: Apologized to the caller and advised that a message will be sent to CSM. Apologized to the caller and advised that a message will be sent to CSM. Follow Up: Caller states that he flew in today and they dumped everything out in his bag and its food (chicken popertash) spilled every where and is very Irrate, they have also dumped his diabetic supplies out and he is very livid. This caller is very beligerate and angry. Contact him at (b) (6) To TSOC Date: From TSOC Date: Last Updated By: (b) (6) 4/13/2010 4:23:41 PM,(b) (6) 4/13/2010 4:23:53 PM,(b) (6) 4/13/2010 4:36:21 PM,(b) (6) 4/13/2010 4:36:32 PM,(b) (6) 5/11/2010 2:43:28 PM,(b) (6) 5/12/2010 8:49:18 PM, Last Update Date: Opening Agent: Opened Date: 4/13/2010 4:02:21 PM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, Airline: Southwest AirlinesSouthwest Airlines, Subject Category: Discourteous- Rude Employee - Discourteous- Rude Employee Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 51620006 Contact Type: Contact Date: 2010-04-13 21:08:33 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2010-04-13 08:15:00 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Caller says that her medication was spilled in her bag and some medication was stolen. Body: Agent Notes: Provided Lost and Found information to caller and SF-95 form mailed on on the TSA.gov website. Provided Lost and Found information to caller and SF-95 form mailed on on the TSA.gov website. Notice of Inspection was left. Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) 4/13/2010 9:12:29 PM, Last Update Date: Opening Agent: Opened Date: 4/13/2010 9:08:33 PM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, MHT Manchester, NH, USA - Manchester, BWI Baltimore, MD, USA - Baltimore-Washington International, Airline: Southwest AirlinesSouthwest Airlines, Subject Category: Claim Form Requests - Missing items from Checked Baggage - Claim Form Requests - Missing items from Checked Baggage Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 51623377 Contact Type: Contact Date: 2010-04-15 17:13:41 Medium: EMAIL Contact Status: CLOSED Incident Date: Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: (b) (6) Subject: ISSUE, ISSUE, ISSUE, TSA Contact Us: Complaints Body: THIS GENERATED EMAIL HAS BEEN SENT FROM http://www.tsa.gov/contact/index.shtm -----------------------------------------------------------------------------------------------------------Remote Client IP: (b) (6) Date Time: 4/14/2010 9:59:31 AM ------------------------------------------------------------------------------------------------------------
Name: (b) (6) Email:(b) (6) Complaints:My Complaint is Not Listed Here Flight Info (If applicable. Enter Flight#/Airline/Terminal/Airport/Gate/Etc):Flight 570 from OKC to BWI Flight 327 from BWI to MHT Southwest Airlines Comments:I checked two bags in OKC, the following information was placed on the bag in question by a SW employee : PNR QDFFEA/ Position: OKCK06/ 04/13/2010 07:12/ Claim #OKCK194272/ When I retrieved the bag in MHT there was no indication that my bag had been chosen for additional screening. Once home, it was determined that a prescription had been stolen from my bag. One of my prescription bottles had been removed from the interior bag in which all prescriptions had been placed, while the lid was still on this bottle, several pills from this bottle were found inside the interior bag. The prescription for Oxycodone was missing. This prescription contain approximately 38 pills (5mg each). I spoke with a TSA representative by phone (#given to me by OKC baggage employee. I was told told "go to TSA website and print out a claim" and mail it in. I did not want to file a claim but report that a prescription drug had been stolen from my bag. I was again told i could file a claim. With all the added security implemented, I would think that a theft of a prescription of Oxycodone would be important Agent Notes: Consumer Complaint BCC/CSM Response Consumer Complaint BCC/CSM Response, MISSING TSA LOCKS RESPONSE, Merged 2 or more different responses to address the consumer's concerns. Deleted all paragraphs and sentences that would not assist in answering the consumer's concerns. BCC OKC SHM/CSQIM (b) (6) Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) 4/15/2010 5:13:41 PM,(b) (6) 4/15/2010 5:16:57 PM, Last Update Date: Opening Agent: Opened Date: 4/14/2010 6:59:13 PM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, BWI Baltimore, MD, USA - Baltimore-Washington International, MHT Manchester, NH, USA - Manchester, Airline: Southwest AirlinesSouthwest Airlines,
Subject Category: Claim Form Requests - Missing items from Checked Baggage - Claim Form Requests - Missing items from Checked Baggage Interaction Type: COMPLAINT Response Email: From: Prior Vendor To: (b) (6) Subject: Re: TSA Contact Us: Complaints <<#467651-593187#>> Body: <html><head><style type="text/css">p {margin-bottom: 0; margin-top: 0;}</style></head><body bgcolor="#ffffff" style="background: #ffffff"> <font size="2"><div style="width:100%;word-wrap:break-word;font-family: Arial;color: #000000;"><P><FONT size=3 face=" Helvetica, sans-serif,Arial">Thank you for your email message. We are sorry you were unhappy with your recent travel experience.</FONT> </P> <P><FONT size=3> </FONT> </P> <P><FONT size=3 face=" Helvetica, sans-serif,Arial">Because your complaint is regarding screening at OKC, we have forwarded a copy of your email to the Customer Service Manager at that airport. The Customer Service Manager is responsible for ensuring that the screener workforce adheres to TSA principles for professional processing.</FONT> </P> <P><FONT size=3> </FONT> </P> <P><FONT size=3 face=" Helvetica, sans-serif,Arial">We monitor the number and nature of complaints we receive to track trends and spot areas of concern that may require special attention. This ongoing process will enable us to ensure prompt, corrective action whenever we determine that security-screening policies need modification or specific employees or screener teams are the subjects of repeated complaints.</FONT> </P> <P> </P> <P><SPAN><FONT color=black size=3 face=Arial,sans-serif>In addition, if you like, you<B> </B></FONT></SPAN><FONT color=black size=3 face=Arial,sans-serif><SPAN>may file a claim for compensation by completing the attached Standard Form 95 (claim form).</SPAN><SPAN> </SPAN><SPAN>Claim forms are available on our website at </SPAN></FONT><U><SPAN><FONT color=#0000ff size=3 face=Arial,sans-serif>www.tsa.gov.</FONT></SPAN></U><SPAN><FONT size=3 face=Arial,sans-serif> </FONT></SPAN><SPAN><FONT color=black size=3 face=Arial,sans-serif>If you decide to file a claim, it will be processed in accordance with the Federal Tort Claims Act. </FONT></SPAN></P> <P><FONT size=3> </FONT> </P> <P><FONT size=3 face=" Helvetica, sans-serif,Arial">Again, the TSA offers our sincere apologies and encourage you to check the latest information at </FONT><A href="http://www.tsa.gov/" shape=rect><FONT size=3 face=" Helvetica, sansserif,Arial">www.tsa.gov</FONT></A><FONT size=3 face=" Helvetica, sans-serif,Arial">.</FONT> </P> <P><FONT size=3> </FONT> </P> <P><FONT size=3 face=" Helvetica, sans-serif,Arial">TSA Contact Center</FONT><FONT size=3 face=" Helvetica, sans-serif,Arial"><BR clear=none></FONT></P></div> </font><br /> <br><br><div>--- Original Message ---<BR>From: <(b) (6) ><BR>Received: 4/14/10 6:59:15 PM EDT<BR>To: "TSA Contact Center" <[email protected]><BR>Subject: TSA Contact Us: Complaints<BR><BR>THIS GENERATED EMAIL HAS BEEN SENT FROM http://www.tsa.gov/contact/index.shtm<BR>-----------------------------------------------------------------------------------------------------------<BR>Remote Client IP: (b) (6) <BR>Date Time: 4/14/2010 9:59:31 AM<BR>-----------------------------------------------------------------------------------------------------------<BR><BR> <TABLE style="WIDTH: 750px" border=2 cellSpacing=1 cellPadding=3> <TBODY> <TR> <TD style="TEXT-ALIGN: right; WIDTH: 200px; VERTICAL-ALIGN: top; FONT-WEIGHT: bold">Name:</TD> <TD>(b) (6) </TD></TR> <TR> <TD style="TEXT-ALIGN: right; WIDTH: 200px; VERTICAL-ALIGN: top; FONT-WEIGHT: bold">Email:</TD> <TD>(b) (6) </TD></TR> <TR> <TD style="TEXT-ALIGN: right; WIDTH: 200px; VERTICAL-ALIGN: top; FONT-WEIGHT: bold">Complaints:</TD> <TD>My Complaint is Not Listed Here</TD></TR> <TR> <TD style="TEXT-ALIGN: right; WIDTH: 200px; VERTICAL-ALIGN: top; FONT-WEIGHT: bold">Flight Info (If applicable. Enter Flight#/Airline/Terminal/Airport/Gate/Etc):</TD> <TD>Flight 570 from OKC to BWI<BR>Flight 327 from BWI to MHT<BR>Southwest Airlines</TD></TR> <TR> <TD style="TEXT-ALIGN: right; WIDTH: 200px; VERTICAL-ALIGN: top; FONT-WEIGHT: bold">Comments:</TD> <TD>I checked two bags in OKC, the following information was placed on the bag in question by a SW employee <BR>: PNR QDFFEA/ Position: OKCK06/ 04/13/2010 07:12/ Claim #OKCK194272/<BR>When I retrieved the bag in MHT there was no indication that my bag had been chosen for additional screening. Once home, it was determined that a prescription had been stolen from my bag. One of my prescription bottles had been removed from the interior bag in which all prescriptions had been placed, while the lid was still on this bottle, several pills from this bottle were found inside the interior bag. The prescription for Oxycodone was missing. This prescription contain approximately 38 pills (5mg each). I spoke with a TSA representative by phone (#given to me by OKC baggage employee. I was
told told "go to TSA website and print out a claim" and mail it in. I did not want to file a claim but report that a prescription drug had been stolen from my bag. I was again told i could file a claim. <BR><BR>With all the added security implemented, I would think that a theft of a prescription of Oxycodone would be important.</TD></TR></TBODY></TABLE></div> <BR><BR>------ TCC Control Number: ------<BR><<#467651-593187#>></body></html> END RECORD
CONTACT RECORD
EID: 51623409 Contact Type: Contact Date: 2010-04-15 17:27:16 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2010-04-15 13:00:00 Contact Prefix: Contact First Name: Unknown Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Caller wanted to report that items were not re-packed properly in checked luggage after screening at (OKC). , Body: Agent Notes: Advised caller we would note issue. Advised caller we would note issue. Caller was unhappy and chose not to leave his name or number. Caller wanted nothing done he only wanted the information logged and denied the claim form. NOI in checked bag Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) 4/15/2010 5:31:55 PM, Last Update Date: Opening Agent: Opened Date: 4/15/2010 5:27:16 PM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, ORD Chicago, IL, USA - O'hare International Airport, Airline: American Airlines -¬American Airlines -¬, Subject Category: Mishandling of Passengers Property - Disarrayed Carry-on/Checked Baggage - Mishandling of Passengers Property Disarrayed Carry-on/Checked Baggage Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 51649572 Contact Type: Contact Date: 2010-05-04 10:39:50 Medium: EMAIL Contact Status: CLOSED Incident Date: Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: (b) (6) Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: (b) (6) Subject: ISSUE, Be Respectful Body: I arrived home (Oklahoma City) last night from a wonderful week in Cabo San Lucas. After spending over an hour in carefully packing my suitcase: making sure the clothes that I did not wear were folded appropriately (to arrive home as wrinkle-free as possible), also making sure that my dirty clothes were under plastic and at the bottom of the suitcase, organizing shoes, undergarments, swimsuits, etc., etc., and placing my jewelry (which was in a jewelry organizer) in the middle of the suitcase, protected from snagging clothing and protected from prying eyes...............I arrive home to discover your TSA Notice of Baggage Inspection on top of my wadded up heap of clothing and with the Jewelry Organizer on the very top of the wadded mess. I was so angry with you people and your total lack of respect - these are other people's things that you are handling. How would you want your own carefully packed suitcase, full of your favorite clothing treated? Believe me, I understand that you have many bags to go through and Security is the reason you even exist. But have respect for people and their items. Treat their belongings as you would want your own treated. The fumbling, investigative hands that groped through my luggage didn't even bother to fold back the clothing, replace the plastic wrapping or even re-snap the strapping that held the clothes tightly in place. The jewelry bag was unzipped and spilling all over the mess. I don't know if this inspection took place in Cabo or in Denver or if it even matters. What I would request: pass this e-mail along to all TSA. Is it really so difficult to be courteous, tolerant and respectful of other people? If I recall correctly, the very reason for Homeland Security and the subsequent TSA was due to a group of people that have NO tolerance or respect for others. TSA - walk a higher road and make us proud that you exist for everyone's security, just plain be respectful.
(b) (6)
Oklahoma City, OK Agent Notes: General Complaint & Falling Short of Standard General Complaint & Falling Short of Standard, Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) 5/4/2010 10:39:50 AM,(b) (6) 5/4/2010 10:42:06 AM, Last Update Date: Opening Agent: Opened Date: 5/3/2010 6:55:24 PM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, Airline: Subject Category: Mishandling of Passengers Property - Disarrayed Carry-on/Checked Baggage - Mishandling of Passengers Property Disarrayed Carry-on/Checked Baggage Interaction Type: COMPLAINT
Response Email: From: Prior Vendor To: (b) (6) Subject: Re: Be Respectful <<#475600-602638#>> Body: <html><head><style type="text/css">p {margin-bottom: 0; margin-top: 0;}</style></head><body bgcolor="#ffffff" style="background: #ffffff"> <font size="2"><div style="width:100%;word-wrap:break-word;font-family: Arial;color: #000000;"><P><FONT face=" Helvetica, sansserif,Arial">Thank you for your electronic mail message. We are sorry you were unhappy with your recent travel experience and hope that the following information will be helpful. </FONT></P> <P> </P> <P><FONT face=" Helvetica, sans-serif,Arial">One of our key objectives has been to ensure that all passengers consistently receive professional and courteous checkpoint processing while maintaining our high level of security. Along with expanded training on the enhanced security procedures, each Federal airport screener receives training on professional and courteous conduct to make the process run smoothly and reduce the inconvenience to the public. </FONT></P> <P> </P> <P><FONT face=" Helvetica, sans-serif,Arial">Enhanced security measures require that all checked baggage undergo some form of screening for prohibited items. A variety of security measures are applied to the baggage and/or persons of passengers selected through the screening process, including random searches. Physical search of the luggage is required to clear every alarm. TSA screeners should exercise great care during the screening process to ensure that passengers' belongings are returned and not damaged when a bag needs to be opened. Unfortunately, on some occasions the screening process may fall short of our established standard. We apologize if these high standards were not met.</FONT> </P> <P> </P> <P><FONT face=" Helvetica, sans-serif,Arial">We monitor the number and nature of complaints we receive to track trends and spot areas of concern that may require special attention. This ongoing process will enable us to ensure prompt, corrective action whenever we determine that security-screening policies need modification or specific employees or screener teams are the subjects of repeated complaints.</FONT> </P> <P> </P> <P><FONT face=" Helvetica, sans-serif,Arial">We appreciate your taking the time to share your thoughts and concerns with us. </FONT></P> <P> </P> <P> </P> <P><FONT face=" Helvetica, sans-serif,Arial">TSA Contact Center</FONT> </P> <P> </P> <P><FONT face=" Helvetica, sans-serif,Arial"><BR clear=none></FONT> </P></div> </font><br /> <br><br><div>--- Original Message ---<BR>From: "T&(b) (6) ><BR>Received: 5/3/10 6:55:23 PM EDT<BR>To: "TSA Contact Center" <[email protected]><BR>Subject: Be Respectful<BR><BR> <META name=GENERATOR content="MSHTML 6.00.2900.5945"> <STYLE></STYLE> <DIV><FONT size=2 face=Arial>I arrived home (Oklahoma City) last night from a wonderful week in Cabo San Lucas. After spending over an hour in carefully packing my suitcase: making sure the clothes that I did not wear were folded appropriately (to arrive home as wrinkle-free as possible), also making sure that my dirty clothes were under plastic and at the bottom of the suitcase, organizing shoes, undergarments, swimsuits, etc., etc., and placing my jewelry (which was in a jewelry organizer) in the middle of the suitcase, protected from snagging clothing and protected from prying eyes...............I arrive home to discover your TSA Notice of Baggage Inspection on top of my wadded up heap of clothing and with the Jewelry Organizer on the very top of the wadded mess. I was so angry with you people and your total lack of respect - these are other people's things that you are handling. How would you want your own carefully packed suitcase, full of your favorite clothing treated?</FONT></DIV> <DIV><FONT size=2 face=Arial></FONT> </DIV> <DIV><FONT size=2 face=Arial>Believe me, I understand that you have many bags to go through and Security is the reason you even exist. But have respect for people and their items. Treat their belongings as you would want your own treated. The fumbling, investigative hands that groped through my luggage didn't even bother to fold back the clothing, replace the plastic wrapping or even re-snap the strapping that held the clothes tightly in place. The jewelry bag was unzipped and spilling all over the mess. I don't know if this inspection took place in Cabo or in Denver or if it even matters.</FONT></DIV> <DIV><FONT size=2 face=Arial></FONT> </DIV> <DIV><FONT size=2 face=Arial>What I would request: pass this e-mail along to all TSA. Is it really so difficult to be courteous, tolerant and respectful of other people? If I recall correctly, the very reason for Homeland Security and the subsequent TSA was due to a group of people that have NO tolerance or respect for others. TSA - walk a higher road and make us proud that you exist for everyone's security, just plain be respectful.</FONT></DIV> <DIV><FONT size=2 face=Arial></FONT> </DIV> <DIV><FONT size=2 face=Arial>(b) (6) </FONT></DIV> <DIV><FONT size=2 face=Arial>(b) (6) .</FONT></DIV></div> <BR><BR>------ TCC Control Number: ------<BR><<#475600-602638#>></body></html>
END RECORD
CONTACT RECORD
EID: 51651134 Contact Type: Contact Date: 2010-05-05 08:34:23 Medium: EMAIL Contact Status: CLOSED Incident Date: Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: (b) (6) Subject: ISSUE, TSA Contact Us: Complaints Body: THIS GENERATED EMAIL HAS BEEN SENT FROM http://www.tsa.gov/contact/index.shtm -----------------------------------------------------------------------------------------------------------Remote Client IP: (b) (6) Date Time: 5/4/2010 6:58:59 AM ------------------------------------------------------------------------------------------------------------
Name: (b) (6) Email: (b) (6) Complaints:Damaged or Missing items in Checked or Carry-on Baggage Flight Info (If applicable. Enter Flight#/Airline/Terminal/Airport/Gate/Etc):Oklahoma City (Will Rogers World) to Denver (Denver Intl.) 03/24/10 4:30 PM - 5:24 PM Frontier Airlines 1148 Operated By: LYNX AVIATION
Denver (Denver Intl.) to San Francisco (SFO) 03/24/10 5:55 PM - 7:38 PM Frontier Airlines 655 Comments:Two of my brand new still sealed lotions and one make up remover were stolen. They were all inside my checked luggage. My luggage was locked with a TSA lock, which no one supposes to able to open it except for the TSA staffs. This is the first time happened to me but it happens quite often around the people I know. Seems like the TSA staffs stealing stuffs from the passengers' luggage is quite common. My only insecurity for taking the plane is the TSA staffs stealing stuffs. It's very unacceptable and disappointing. The purpose of TSA is to assure the security and safely of the passengers but this security system has created more crimesGǪ Rather my case gets resolve or not. I highly hope this will improve Agent Notes: Retrieve Items & Claims Response Retrieve Items & Claims Response, Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) 5/5/2010 8:34:23 AM,(b) (6) 5/5/2010 8:35:56 AM, Last Update Date: Opening Agent: Opened Date: 5/4/2010 1:03:02 PM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, DEN Denver, CO, USA - Denver International, SFO San Francisco, CA, USA - San Francisco Intl Airport, Airline: Frontier Airlines (present)Frontier Airlines (present), Subject Category: Claim Form Requests - Missing items from Checked Baggage - Claim Form Requests - Missing items from Checked Baggage Interaction Type: COMPLAINT
Response Email: From: Prior Vendor To: (b) (6) Subject: Re: TSA Contact Us: Complaints <<#476018-603110#>> Body: <html><head><style type="text/css">p {margin-bottom: 0; margin-top: 0;}</style></head><body bgcolor="#ffffff" style="background: #ffffff"> <font size="2"><div style="width:100%;word-wrap:break-word;font-family: Arial;color: #000000;"><P>Thank you for your email message regarding the retrieval of lost items. <BR clear=none> <BR clear=none>Each airport establishes procedures for handling lost and found items. The Transportation Security Administration (TSA) follows those procedures where they exist. The airports in those instances are responsible for holding and disposing items under applicable local laws. Items, such as locks, tags, straps, and other external luggage pieces, are often lost or damaged as the baggage goes through the baggage handling equipment and may or may not have been found by airline/airport personnel. </P> <P>In an airport where no policy exists, found articles are collected, stored, and disposed of under General Services Administration rules. TSA is unable to identify and return all items, but may be able to locate and return items on a case-by-case basis. We suggest you contact the airport where your items were confiscated or lost. </P> <P><STRONG>OKC TSA Lost & Found/405-680-3233</STRONG><BR clear=none> <BR clear=none>We work very hard to achieve consistency in the security processes. As we inspect screening operations at airports and receive feedback from the traveling public, we address inconsistencies and ensure corrective actions are taken, when necessary. We will continue to do all that we can to inspect screening operations and provide written procedures and training to specify how the process is to be applied.<BR clear=none> <BR clear=none>To file a claim, fill out the attached Standard Form 95 (claim form) in accordance with the instructions, and return it to the address in box #1. Please be sure to follow the instructions carefully, and to fill out the claim form completely. While use of the form is not mandatory, it will help you ensure that you meet the legal requirements for filing a claim. If you decide to file a claim, it will be processed in accordance with the Federal Tort Claims Act.<BR clear=none> <BR clear=none>Once the Claims Management Office has received your claim form, you will be sent a letter of acknowledgement and a claim number. You should keep the claim number for future reference when inquiring about your claim. TSA will try to resolve your claim as quickly as possible, but it may need time to make a further investigation of the facts. If TSA denies your claim, or has not finally resolved it within 6 months after you have filed it, you may have a right to bring your claim to court. <BR clear=none> <BR clear=none>You can also access claim forms online at the TSAGÇÖs Claims Management OfficeGÇÖs website at <A href="http://www.tsa.gov/travelers/customer/claims/index.shtm" shape=rect>www.tsa.gov/travelers/customer/claims/index.shtm</A>. This website also has information related to filing a claim, checking the status of a claim, and other claim-related issues. You can also access this website by clicking on the Claims Management Office link in the GÇ£Resource CenterGÇ¥ on TSAGÇÖs homepage at <A href="http://www.tsa.gov/" shape=rect>www.tsa.gov</A>. If you have additional questions related to the claims process, please contact the Claims Management Office at <A href="mailto:[email protected]" shape=rect>[email protected]</A>. <BR clear=none> <BR clear=none>TSA Contact Center<BR clear=none></P></div> </font><br /> <br><br><div>--- Original Message ---<BR>From: <(b) (6) ><BR>Received: 5/4/10 1:03:02 PM EDT<BR>To: "TSA Contact Center" <[email protected]><BR>Subject: TSA Contact Us: Complaints<BR><BR>THIS GENERATED EMAIL HAS BEEN SENT FROM http://www.tsa.gov/contact/index.shtm<BR>-----------------------------------------------------------------------------------------------------------<BR>Remote Client IP: (b) (6) <BR>Date Time: 5/4/2010 6:58:59 AM<BR>-----------------------------------------------------------------------------------------------------------<BR><BR> <TABLE style="WIDTH: 750px" border=2 cellSpacing=1 cellPadding=3> <TBODY> <TR> <TD style="TEXT-ALIGN: right; WIDTH: 200px; VERTICAL-ALIGN: top; FONT-WEIGHT: bold">Name:</TD> <TD>(b) (6) </TD></TR> <TR> <TD style="TEXT-ALIGN: right; WIDTH: 200px; VERTICAL-ALIGN: top; FONT-WEIGHT: bold">Email:</TD> <TD>(b) (6) </TD></TR> <TR> <TD style="TEXT-ALIGN: right; WIDTH: 200px; VERTICAL-ALIGN: top; FONT-WEIGHT: bold">Complaints:</TD> <TD>Damaged or Missing items in Checked or Carry-on Baggage</TD></TR> <TR> <TD style="TEXT-ALIGN: right; WIDTH: 200px; VERTICAL-ALIGN: top; FONT-WEIGHT: bold">Flight Info (If applicable. Enter Flight#/Airline/Terminal/Airport/Gate/Etc):</TD> <TD>Oklahoma City (Will Rogers World) to Denver (Denver Intl.) 03/24/10 4:30 PM - 5:24 PM Frontier Airlines 1148 Operated By: LYNX AVIATION <BR><BR><BR>Denver (Denver Intl.) to San Francisco (SFO) 03/24/10 5:55 PM - 7:38 PM Frontier Airlines 655</TD></TR> <TR> <TD style="TEXT-ALIGN: right; WIDTH: 200px; VERTICAL-ALIGN: top; FONT-WEIGHT: bold">Comments:</TD> <TD>Two of my brand new still sealed lotions and one make up remover were stolen. They were all inside my checked luggage. My luggage was locked with a TSA lock, which no one supposes to able to open it except for the TSA staffs. This is the first time happened to me but it happens quite often around the people I know. Seems like the TSA staffs stealing stuffs from the passengers' luggage is quite common. My only insecurity for taking the plane is the TSA staffs stealing stuffs. It's very unacceptable and disappointing. The purpose of TSA is to assure the security and safely of the passengers but this security system has created more crimesGǪ Rather my
case gets resolve or not. I highly hope this will improve.</TD></TR></TBODY></TABLE></div> <BR><BR>------ TCC Control Number: ------<BR><<#476018-603110#>></body></html> END RECORD
CONTACT RECORD
EID: 51655999 Contact Type: Contact Date: 2010-05-07 20:17:08 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2010-05-07 13:00:00 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: (b) (6) Fulfillment Sent: Mail Return Date: Contact Email: Subject: Caller wanted to report that items were spilled thru his bag from not being repacked in checked baggage after departing from OKC. Body: Agent Notes: Advised caller we will note issue, and an FYI will be sent to the CSM at that airport who oversees the screening operation. Faxed a claim form. Advised caller we will note issue, and an FYI will be sent to the CSM at that airport who oversees the screening operation. Faxed a claim form.Advised caller we will note issue, and an FYI will be sent to the CSM at that airport who oversees the screening operation. Offered a claim form., Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) 5/7/2010 8:25:35 PM,(b) (6) 5/7/2010 8:25:42 PM, Last Update Date: Opening Agent: Opened Date: 5/7/2010 8:17:08 PM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, Airline: American Airlines -¬American Airlines -¬, Subject Category: Mishandling of Passengers Property - Damaged Items- Carry-on Baggage - Mishandling of Passengers Property Damaged Items- Carry-on Baggage Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 51661542 Contact Type: Contact Date: 2010-05-12 10:28:35 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2010-05-11 07:00:00 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: (b) (6) Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Caller said that there is a TSA lock on her mother-in-law suitcase that does not belong to her and they cannot get into the bag. Body: Agent Notes: Apologized to caller for the locks being put on her bag and suggested that she get into the bag the best way she can and file a claim. Told caller that the complaint would also be submitted. Apologized to caller for the locks being put on her bag and suggested that she get into the bag the best way she can and file a claim. Told caller that the complaint would also be submitted. Walked caller through website for claim form. Follow Up: Caller said that there is a TSA lock on her mother-in-law suitcase that does not belong to her and they cannot get into the bag. Offered caller a claim form and told her to get into the bag the best way she can and she can file for reimbursement for any damages or expenses that are a result of getting into the bag. To TSOC Date: From TSOC Date: Last Updated By: (b) (6) 5/12/2010 10:35:14 AM,(b) (6) 5/12/2010 10:35:37 AM,(b) (6) 5/12/2010 10:35:42 AM, Last Update Date: Opening Agent: Opened Date: 5/12/2010 10:28:35 AM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, DFW Dallas/Ft Worth, TX, USA - Dallas Ft Worth International, JFK New York, NY, USA - John F Kennedy Intl Airport, ZRH Zurich, Switzerland - Zurich, Airline: American Airlines -¬American Airlines -¬, Subject Category: TSA Accepted Locks- General - TSA Accepted Locks- General Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 51667500 Contact Type: Contact Date: 2010-05-16 15:03:47 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2010-05-15 14:34:00 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Items ( mexican tablecloth) missing from checked bag@ OKC Body: Agent Notes: Provided Lost and Found information to caller. Caller declined information for SF-95. Provided Lost and Found information to caller. Caller declined information for SF-95. Caller found NOI. Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) 5/16/2010 3:12:09 PM, Last Update Date: Opening Agent: Opened Date: 5/16/2010 3:03:47 PM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, Airline: United Airlines -¬United Airlines -¬, Subject Category: Claim Form Requests - Missing items from Checked Baggage - Claim Form Requests - Missing items from Checked Baggage Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 51673715 Contact Type: Contact Date: 2010-05-20 00:19:45 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2010-05-19 15:05:00 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Items (laptop) damaged in checked bag @ OKC. Caller left OKC 5/19/10 3:05pm on Southwest. There is a NOI. Caller said laptop is scratched and does not operate. Body: Agent Notes: Provided caller with information on the claims process, and SF-95 emailed to (b) (6) 5/20/10 12:26am Provided caller with information on the claims process, and SF-95 emailed to (b) (6) 5/20/10 12:26am Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) 5/20/2010 12:27:16 AM, Last Update Date: Opening Agent: Opened Date: 5/20/2010 12:19:45 AM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, LAS Las Vegas, NV, USA - Mccarran International Airport, Airline: Southwest AirlinesSouthwest Airlines, Subject Category: Claim Form Requests-Checked Bag - Claim Form Requests-Checked Bag Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 51678513 Contact Type: Contact Date: 2010-05-23 23:02:43 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2010-05-22 11:02:00 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: (b) (6) found a NOI however, a leatherman (pocket knife) is missing. Body: Agent Notes: Provided Lost and Found information to caller and walked caller through TSA web for an SF-95 form Provided Lost and Found information to caller and walked caller through TSA web for an SF-95 form Explained to caller her bag went through the x-ray it failed the inspected and TSA screeners have to physically inspect the passengers bag. Explained to caller the machine is very sensitive and when it alarmed, viewing a suspicious item or having hard time viewing an item. It would fail the inspection. Told caller our number 1 priority is to make sure that every one including herself are flying safe.
Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) 5/23/2010 11:07:25 PM, Last Update Date: Opening Agent: Opened Date: 5/23/2010 11:02:43 PM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, Airline: United Airlines -¬United Airlines -¬, Subject Category: Claim Form Requests - Missing items from Checked Baggage - Claim Form Requests - Missing items from Checked Baggage Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 51678555 Contact Type: Contact Date: 2010-05-24 01:06:31 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2010-05-23 10:00:00 Contact Prefix: (b) (6) Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Items (whisky) missing from checked bag@ OKC. Body: Agent Notes: Provided Lost and Found information to caller and SF-95 form walked thru website Provided Lost and Found information to caller and SF-95 form walked thru website Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) 5/24/2010 1:12:15 AM, Last Update Date: Opening Agent: Opened Date: 5/24/2010 1:06:31 AM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, Airline: Subject Category: Claim Form Requests - Missing items from Checked Baggage - Claim Form Requests - Missing items from Checked Baggage Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 51683747 Contact Type: Contact Date: 2010-05-26 17:22:38 Medium: EMAIL Contact Status: CLOSED Incident Date: Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: (b) (6) Subject: ISSUE, FW: lost items Body: Resending this since no one has replied or even bothered to address this issue. TSgt Easterling -----Original Message----From: (b) (6) Sent: Sunday, January 10, 2010 7:29 PM To: '[email protected]' Subject: lost items To whom it my concern:
I Traveled from OKC Will Rogers World Airport on 1 Jan 2010, at 5:40 Am. I received my Bags here at Kandahar, Afghanistan. I was going through my bags and found one bag had been inspected. I discovered that a military issued canteen, and 2 bottles of unopened supplements were missing. The canteen is green 1 qt. and the supplements were 1 bottle of Lipo6x 240ct valued at 89.95, and 1 bottle of Arson fat burner valued at 34.95. both of these were in my bag, with a TSA approved combination lock. The baggage inspection paper is stamped OKC 0550.
I looked at the web-site and seem that none of my Items were on the prohibited list. I need to know what I need to do to get my items returned to me or reimbursed for the missing items. (b) (6)
(b) (6)
Agent Notes: Retrieve Items & Claims Response Retrieve Items & Claims Response, Included OKC lost and found number in response. Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) 5/26/2010 5:22:38 PM,(b) (6) 5/26/2010 5:25:49 PM, Last Update Date: Opening Agent: Opened Date: 5/26/2010 12:01:46 PM Linked Event IDs: Responses: Response
Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, KDH Kandahar, Afghanistan - Kandahar, Airline: Subject Category: Claim Form Requests - Missing items from Checked Baggage - Claim Form Requests - Missing items from Checked Baggage Interaction Type: COMPLAINT Response Email: From: Prior Vendor To: (b) (6) Subject: Re: FW: lost items <<#423573-615052#>> Body: <html><head><style type="text/css">p {margin-bottom: 0; margin-top: 0;}</style></head><body bgcolor="#ffffff" style="background: #ffffff"> <font size="2"><div style="width:100%;word-wrap:break-word;font-family: Arial;color: #000000;"><P>Thank you for your email message regarding the retrieval of missing items. <BR clear=none> <BR clear=none>Each airport establishes procedures for handling lost and found items. The Transportation Security Administration (TSA) follows those procedures where they exist. The airports in those instances are responsible for holding and disposing items under applicable local laws. In an airport where no policy exists, found articles are collected, stored, and disposed of under General Services Administration rules. TSA is unable to identify and return all items, but may be able to locate and return items on a case-by-case basis. <EM><STRONG>We suggest you contact the airport (OKC) where your items were missing at 405-680-3233.<BR clear=none></STRONG></EM> <BR clear=none>We work very hard to achieve consistency in the security processes. As we inspect screening operations at airports and receive feedback from the traveling public, we address inconsistencies and ensure corrective actions are taken, when necessary. We will continue to do all that we can to inspect screening operations and provide written procedures and training to specify how the process is to be applied.<BR clear=none> <BR clear=none>To file a claim, fill out the attached Standard Form 95 (claim form) in accordance with the instructions, and return it to the address in box #1. Please be sure to follow the instructions carefully, and to fill out the claim form completely. While use of the form is not mandatory, it will help you ensure that you meet the legal requirements for filing a claim. If you decide to file a claim, it will be processed in accordance with the Federal Tort Claims Act.<BR clear=none> <BR clear=none>Once the Claims Management Office has received your claim form, you will be sent a letter of acknowledgement and a claim number. You should keep the claim number for future reference when inquiring about your claim. TSA will try to resolve your claim as quickly as possible, but it may need time to make a further investigation of the facts. If TSA denies your claim, or has not finally resolved it within 6 months after you have filed it, you may have a right to bring your claim to court. <BR clear=none> <BR clear=none>You can also access claim forms online at the TSAGÇÖs Claims Management OfficeGÇÖs website at <A href="http://www.tsa.gov/travelers/customer/claims/index.shtm" shape=rect>www.tsa.gov/travelers/customer/claims/index.shtm</A>. This website also has information related to filing a claim, checking the status of a claim, and other claim-related issues. You can also access this website by clicking on the Claims Management Office link in the GÇ£Resource CenterGÇ¥ on TSAGÇÖs homepage at <A href="http://www.tsa.gov/" shape=rect>www.tsa.gov</A>. If you have additional questions related to the claims process, please contact the Claims Management Office at <A href="mailto:[email protected]" shape=rect>[email protected]</A>. <BR clear=none> <BR clear=none>TSA Contact Center<BR clear=none></P></div> </font><br /> <br><br><div>--- Original Message ---<BR>From: <(b) (6) ><BR>Received: 5/26/10 12:01:46 PM EDT<BR>To: "TSA Contact Center" <[email protected]><BR>Subject: FW: lost items<BR><BR> <META name=Generator content="MS Exchange Server version 6.5.7654.12"><!-- Converted from text/plain format --> <P><FONT size=2>Resending this since no one has replied or even bothered to address this</FONT> <BR><FONT size=2>issue. </FONT></P> (b) (6) <P><FONT size=2>-----Original Message-----</FONT> <BR><FONT size=2>From: (b) (6) </FONT><BR><FONT size=2>Sent: Sunday, January 10, 2010 7:29 PM</FONT> <BR><FONT size=2>To: '[email protected]'</FONT> <BR><FONT size=2>Subject: lost items</FONT></P> <P><FONT size=2>To whom it my concern:</FONT></P> <P><FONT size=2> </FONT> </P> <P><FONT size=2>I Traveled from OKC Will Rogers World Airport on 1 Jan 2010, at 5:40 Am.</FONT> <BR><FONT size=2>I received my Bags here at Kandahar, Afghanistan. I was going through my</FONT> <BR><FONT size=2>bags and found one bag had been inspected. I discovered that a military</FONT> <BR><FONT size=2>issued canteen, and 2 bottles of unopened supplements were missing. The</FONT> <BR><FONT size=2>canteen is green 1 qt. and the supplements were 1 bottle of Lipo6x</FONT> <BR><FONT size=2>240ct valued at 89.95, and 1 bottle of Arson fat burner valued at 34.95.</FONT> <BR><FONT size=2>both of these were in my bag, with a TSA approved combination lock. The</FONT> <BR><FONT size=2>baggage inspection paper is stamped OKC 0550. </FONT></P> <P><FONT size=2> </FONT></P> <P><FONT size=2>I looked at the web-site and seem that none of my Items were on the</FONT> <BR><FONT size=2>prohibited list. I need to know what I need to do to get my items</FONT> <BR><FONT size=2>returned to me or reimbursed for the missing items. (b) (6) </FONT> <BR><FONT size=2>(b) (6) </FONT></P></div> <BR><BR>------ TCC Control Number: ------<BR><<#423573-615052#>></body></html> END RECORD
CONTACT RECORD
EID: 51713764 Contact Type: Contact Date: 2010-06-16 11:38:09 Medium: EMAIL Contact Status: CLOSED Incident Date: Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: (b) (6) Subject: ISSUE, lost luggage lock Body: Good morning, I traveled yesterday from Oklahoma City to Baltimore (BWI) on flight #565. The TSA did a baggage inspection on my checked bag which was locked with an approved TSA lock. The TSA person did not put the lock back on the bag. I would appreciate a return of the lock. I have attached a picture for ease of locating.
I would appreciate a response to this email. Should I file a claim? Thank you
(b) (6) (b) (6)
executive producer
Agent Notes: MISSING TSA LOCKS RESPONSE MISSING TSA LOCKS RESPONSE, Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) 6/16/2010 11:38:09 AM,(b) (6) 6/16/2010 11:38:56 AM, Last Update Date: Opening Agent: Opened Date: 6/14/2010 1:43:37 PM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, BWI Baltimore, MD, USA - Baltimore-Washington International, Airline: Subject Category: TSA Accepted Locks - Missing or Damaged - TSA Accepted Locks - Missing or Damaged Interaction Type: COMPLAINT Response Email: From: Prior Vendor To: (b) (6) Subject: Re: lost luggage lock <<#494456-624299#>> Body: <html><head><style type="text/css">p {margin-bottom: 0; margin-top: 0;}</style></head><body bgcolor="#ffffff" style="background:
#ffffff"> <font size="2"><div style="width:100%;word-wrap:break-word;font-family: Arial;color: #000000;"><P style="MARGIN: 0in 0in 0pt" class=msonormal><FONT size=3 face=Arial,sans-serif><SPAN>Thank you for your email message regarding your missing Transportation Security Administration (TSA) recognized lock(s).</SPAN></FONT> </P> <P style="MARGIN: 0in 0in 0pt" class=msonormal><FONT size=3 face=Arial,sans-serif><SPAN> </SPAN></FONT> </P> <P style="MARGIN: 0in 0in 0pt" class=msonormal><FONT size=3 face=Arial,sans-serif><SPAN>TSA in cooperation with private industry, implemented the -recognized lock system to provide Transportation Security Officers (TSOs) the ability to identify, unlock, and then relock these devices.</SPAN><SPAN> </SPAN><SPAN>We believe this system will avoid unnecessary damage to luggage required to be opened by the TSOs and also provide a locking mechanism to passengers who wish to keep their luggage locked during their travels.</SPAN><SPAN> </SPAN><SPAN>Unfortunately, we cannot guarantee that these locks will never be damaged or lost while both TSOs and airline employees handle checked baggage.</SPAN></FONT> </P> <P style="MARGIN: 0in 0in 0pt" class=msonormal><FONT size=3 face=Arial,sans-serif><SPAN> </SPAN></FONT> </P> <P style="MARGIN: 0in -0.25in 0pt 0in" class=msonormal><FONT size=3 face=Arial,sans-serif><SPAN>TSA has found that many locks break off in airport baggage conveyor systems.</SPAN><SPAN> </SPAN><SPAN>To learn more about GÇÖs damaged locks, please visit <A href="http://www.tsa.gov/travelers/customer/claims/damagedlocks.shtm" shape=rect><U>www.tsa.gov/travelers/customer/claims/damagedlocks.shtm</U></A><U>.</U></SPAN></FONT> </P> <P style="MARGIN: 0in -0.25in 0pt 0in" class=msonormal> </P> <P><FONT size=3 face=Arial,sans-serif><SPAN>TSA assumes a very limited role with respect to checked baggage handling.</SPAN><SPAN> </SPAN><SPAN>We are responsible for checked baggage from the time it is presented for screening until the time it has been cleared after screening.</SPAN><SPAN> </SPAN><SPAN>Once checked baggage has been screened and cleared, air carriers are responsible for transporting it to its final destination.</SPAN><SPAN> </SPAN><SPAN>TSA generally has no role in prioritizing, sorting, or transporting checked baggage.</SPAN><SPAN> </SPAN><SPAN>As a result, the amount of time checked baggage is under TSA control is relatively short, though it varies depending upon the operational conditions of the airport.</SPAN></FONT> </P> <P> </P> <P style="MARGIN: 0in 0in 0pt" class=msonormal><FONT color=black size=3 face=Arial,sans-serif><SPAN>You<B> </B></SPAN><SPAN>may wish to file a claim for your TSA-recognized locks by completing the attached Standard Form 95 (claim form).</SPAN><SPAN> </SPAN><SPAN>Claim forms are available on our website at </SPAN></FONT><FONT color=#0000ff size=3 face=Arial,sans-serif><SPAN><U>www.tsa.gov.</U></SPAN></FONT><FONT size=3 face=Arial,sans-serif><SPAN> </SPAN></FONT><FONT color=black size=3 face=Arial,sans-serif><SPAN>If you decide to file a claim, it will be processed in accordance with the Federal Tort Claims Act. </SPAN></FONT></P> <P style="MARGIN: 0in 0in 0pt" class=msonormal><FONT size=3 face=Arial,sans-serif><SPAN> </SPAN></FONT> </P> <P style="MARGIN: 0in 0in 0pt" class=msonormal><FONT size=3 face=Arial,sans-serif><SPAN>We hope this information is helpful.</SPAN></FONT> </P> <P style="MARGIN: 0in 0in 0pt" class=msonormal><FONT size=3 face=Arial,sans-serif><SPAN> </SPAN></FONT> </P> <P style="MARGIN: 0in 0in 0pt" class=msonormal><FONT size=3 face=Arial,sans-serif><SPAN> </SPAN></FONT> </P></div> </font><br /> <br><br><div>--- Original Message ---<BR>From: (b) (6) ><BR>Received: 6/14/10 1:43:44 PM EDT<BR>To: "TSA Contact Center" <[email protected]><BR>Subject: lost luggage lock<BR><BR> <META name=Generator content="Microsoft Word 11 (filtered medium)"><?xml:namespace prefix = o ns = "urn:schemas-microsoftcom:office:office" /><o:SmartTagType name="City" namespaceuri="urn:schemas-microsoftcom:office:smarttags"></o:SmartTagType><o:SmartTagType name="place" namespaceuri="urn:schemas-microsoftcom:office:smarttags"></o:SmartTagType> <STYLE>st1\:*{behavior:url(#default#ieooui) }</STYLE> <STYLE><!-- /* Style Definitions */ p.MsoNormal, li.MsoNormal, div.MsoNormal{margin:0in;margin-bottom:.0001pt; font-size:12.0pt;font-family:"Times New Roman";}a:link, span.MsoHyperlink {color:blue;text-decoration:underline;}a:visited, span.MsoHyperlinkFollowed {color:purple;text-decoration:underline;}span.EmailStyle17 {mso-style-type:personal-compose;font-family:Arial;color:windowtext;} @page Section1{size:8.5in 11.0in;margin:1.0in 1.25in 1.0in 1.25in;} div.Section1{page:Section1;}--></STYLE> <DIV class=Section1> <P class=MsoNormal><FONT size=2 face=Arial><SPAN style="FONT-FAMILY: Arial; FONT-SIZE: 10pt">Good morning,<o:p></o:p></SPAN></FONT></P> <P class=MsoNormal><FONT size=2 face=Arial><SPAN style="FONT-FAMILY: Arial; FONT-SIZE: 10pt">I traveled yesterday from <?xml:namespace prefix = st1 ns = "urn:schemas-microsoft-com:office:smarttags" /><st1:City w:st="on"><st1:place w:st="on">Oklahoma City</st1:place></st1:City> to Baltimore (BWI) on flight #565. The TSA did a baggage inspection on my checked bag which was locked with an approved TSA lock. The TSA person did not put the lock back on the bag. I would appreciate a return of the lock. I have attached a picture for ease of locating.<o:p></o:p></SPAN></FONT></P> <P class=MsoNormal><FONT size=2 face=Arial><SPAN style="FONT-FAMILY: Arial; FONT-SIZE: 10pt"><o:p> </o:p></SPAN></FONT></P> <P class=MsoNormal><FONT size=2 face=Arial><SPAN style="FONT-FAMILY: Arial; FONT-SIZE: 10pt">I would appreciate a response to this email. Should I file a claim?<o:p></o:p></SPAN></FONT></P>
<P class=MsoNormal><FONT size=2 face=Arial><SPAN style="FONT-FAMILY: Arial; FONT-SIZE: 10pt">Thank you<o:p></o:p></SPAN></FONT></P> <P class=MsoNormal><FONT size=2 face=Arial><SPAN style="FONT-FAMILY: Arial; FONT-SIZE: 10pt"><o:p> </o:p></SPAN></FONT></P> <DIV> <P class=MsoNormal><STRONG><B><FONT color=#f14141 size=2 face=Arial><SPAN style="FONT-FAMILY: Arial; COLOR: #f14141; FONT-SIZE: 10pt">(b) (6) </SPAN></FONT><FONT color=#ff5050 size=4 face=Arial><SPAN style="FONT-FAMILY: Arial; COLOR: #ff5050; FONT-SIZE: 13pt"><BR></SPAN></FONT><FONT color=gray face=Arial><SPAN style="FONT-FAMILY: Arial; COLOR: gray">(b) (6) </SPAN></FONT><FONT color=#ff5050 size=4 face=Arial><SPAN style="FONT-FAMILY: Arial; COLOR: #ff5050; FONT-SIZE: 13pt">+</SPAN></FONT><B><FONT color=gray size=2 face=Arial><SPAN style="FONT-FAMILY: Arial; COLOR: gray; FONT-SIZE: 10pt; FONTWEIGHT: bold"> </SPAN></FONT></B><FONT color=gray size=2 face=Arial><SPAN style="FONT-FAMILY: Arial; COLOR: gray; FONTSIZE: 10pt">t.<B><SPAN style="FONT-WEIGHT: bold"> </SPAN></B></SPAN></FONT><FONT color=#999999 size=2 face=Arial><SPAN style="FONT-FAMILY: Arial; COLOR: #999999; FONT-SIZE: 10pt">410.727.5575 x108</SPAN></FONT><FONT color=#999999><SPAN style="COLOR: #999999"> </SPAN></FONT><FONT color=#ff5050 size=4 face=Arial><SPAN style="FONT-FAMILY: Arial; COLOR: #ff5050; FONT-SIZE: 13pt">-+</SPAN></FONT><B><FONT color=gray size=2 face=Arial><SPAN style="FONT-FAMILY: Arial; COLOR: gray; FONT-SIZE: 10pt; FONT-WEIGHT: bold"> </SPAN></FONT></B><FONT color=gray size=2 face=Arial><SPAN style="FONT-FAMILY: Arial; COLOR: gray; FONT-SIZE: 10pt">f.<B><SPAN style="FONT-WEIGHT: bold"> </SPAN></B></SPAN></FONT><FONT color=#999999 size=2 face=Arial><SPAN style="FONT-FAMILY: Arial; COLOR: #999999; FONT-SIZE: 10pt">443.451.8439 </SPAN></FONT><FONT color=#ff5050 size=4 face=Arial><SPAN style="FONT-FAMILY: Arial; COLOR: #ff5050; FONT-SIZE: 13pt">-+ </SPAN></FONT><FONT size=2 face=Arial><SPAN style="FONT-FAMILY: Arial; FONT-SIZE: (b) (6) </SPAN></FONT><o:p></o:p></P></DIV> <P class=MsoNormal><FONT size=3 face="Times New Roman"><SPAN style="FONT-SIZE: 12pt"><o:p> </o:p></SPAN></FONT></P></DIV></div> <BR><BR>------ TCC Control Number: ------<BR><<#494456-624299#>></body></html> END RECORD
CONTACT RECORD
EID: 51720773 Contact Type: Contact Date: 2010-06-21 11:37:19 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2010-06-17 09:55:00 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Caller wanted to report that items were not re-packed properly in checked luggage after screening at (OKC). Caller stated that the NOI was insdie the luggage and she almost damaged her book trying to remove it from the box. Body: Agent Notes: Advised caller we would note issue, and an FYI will be sent to the CSM at that airport who oversees the screening operation. Offered a claim form. Advised caller we would note issue, and an FYI will be sent to the CSM at that airport who oversees the screening operation. Offered a claim form. Follow Up: (b) (6) phoned the TSACC to report that her items were not repacked properly in checked luggage after inspection @ OKC. Caller stated that she packed a book in a box in her checked bag. (b) (6) stated that there was a NOI inside of the book in the box and when she went to open the box and remove the book it was almost damaged because of the way the inspection notice was placed into the book. (b) (6) stated that she was able to get the book out of the box without damaging the book, however she does not uderstand why the NOI was placed inside the book and not on top of the bag as usual. Advised caller that a message will be fowarded to the CSM at the airport for review. Caller did not request a call back. To TSOC Date: From TSOC Date: Last Updated By: (b) (6) 6/21/2010 11:53:00 AM,(b) (6) 6/21/2010 11:53:10 AM, Last Update Date: Opening Agent: Opened Date: 6/21/2010 11:37:19 AM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, LAX Los Angeles, CA, USA - Los Angeles Intl Airport, Airline: United Airlines -¬United Airlines -¬, Subject Category: Mishandling of Passengers Property - Disarrayed Carry-on/Checked Baggage - Mishandling of Passengers Property Disarrayed Carry-on/Checked Baggage Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 51721969 Contact Type: Contact Date: 2010-06-21 18:14:49 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2010-06-19 12:00:00 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Items damaged in carry on bag @(OKC & cell phone). Body: Agent Notes: Provided caller with information on the claims process, and walked caller thru website. Provided caller with information on the claims process, and walked caller thru website. Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) 6/21/2010 6:20:28 PM, Last Update Date: Opening Agent: Opened Date: 6/21/2010 6:14:49 PM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, DEN Denver, CO, USA - Denver International, Airline: Frontier Airlines (present)Frontier Airlines (present), Subject Category: Claim Form Requests-Carry On - Claim Form Requests-Carry On Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 51728948 Contact Type: Contact Date: 2010-06-25 15:29:54 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2010-06-24 18:00:00 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Caller stated her laptop was missing from her checked luggage when she departed from MCO, Body: Agent Notes: Provided Lost and Found information to caller and walked caller through website for claim form. Provided Lost and Found information to caller and walked caller through website for claim form. NOI was inside. Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) 6/25/2010 3:33:20 PM, Last Update Date: Opening Agent: Opened Date: 6/25/2010 3:29:54 PM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, MCO Orlando, FL, USA - Orlando International Airport, Airline: American Airlines -¬American Airlines -¬, Subject Category: Claim Form Requests - Missing items from Checked Baggage - Claim Form Requests - Missing items from Checked Baggage Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 51736302 Contact Type: Contact Date: 2010-06-30 13:21:16 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2010-06-28 23:37:00 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: (b) (6) Contact Address 2: Contact City: (b) (6) Contact State: (b) (6) Contact Zip:(b) (6) Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Pocket knive with his name (b) (6) on it and a pair of nail clipper were missing from checked bag@ ANC. 6-30-10., Body: Agent Notes: Provided Lost and Found information to caller and SF-95 form mailed on 6-30-10 Provided Lost and Found information to caller and SF-95 form mailed on 6-30-10 Caller stated he departed from ANC airport enroute to OKC airport via Continental Airlines and after retreiving his check bad found a NOI and a Pocket knive with his name (b) (6) on it and a pair of nail clipper missing from his checked bag. Follow Up: Caller stated he departed from ANC airport enroute to OKC airport via Continental Airlines and after retreiving his check bad found a NOI and a Pocket knive with his name (b) (6) on it and a pair of nail clipper missing from his checked bag. To TSOC Date: From TSOC Date: Last Updated By: (b) (6) 6/30/2010 1:38:28 PM,(b) (6) 6/30/2010 1:38:40 PM,(b) (6) 7/1/2010 7:26:27 AM,JESSIE.WEBSTER 7/1/2010 7:26:38 AM, Last Update Date: Opening Agent: Opened Date: 6/30/2010 1:21:16 PM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, ANC Anchorage, AK, USA - Anchorage International, Airline: Continental Airlines (present) -¬Continental Airlines (present) -¬, Subject Category: Claim Form Requests - Missing items from Checked Baggage - Claim Form Requests - Missing items from Checked Baggage Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 517401 Contact Type: Fulfillment Contact Date: Jun 19 2012 8:03AM Medium: Inbound Call Contact Status: Closed Incident Date: Jun 18 2012 5:40AM Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: (b) (6) Contact Address 2: Contact City: (b) (6) Contact State: (b) (6) Contact Zip: (b) (6) Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Jun 19 2012 9:57AM Mail Return Date: Contact Email: (b) (6) Subject: Mishandling of Passenger Property Body: Caller flew on 6 18 2012 from Oklahama City on Southwest Airliines flight 615. He had a notice of inspection. The notice of inspection is stamped 5:15 am I7. The baggage claim number is 0526920057. He does not have the gate or terminal number. He said that his clothing was just thrown back in his bag. His bag of LGAs were smashed and on his clothing. He had tools in the bag. He stated that he is not a threat and he does not understand why his bag was inspected. He thinks that the TSA should inform each passenger why their bag was inspected. He also wanted to make a complaint because TSA did not take the time to put his items back in the bag the way he had them. He wanted a claim form mailed to him. He said he will have to have his clothing cleaned.
I gave the following informaton: Transportation Security Administration (TSA) screeners are trained to exercise great care during the screening process to ensure that a passenger s belongings are returned and not damaged when a bag needs to be opened. We regret if these high standards were not met. To file a claim, you may fill out claim form in accordance with the instructions and return it to the address in box number 1. Once the Claims Management Office (CMO) has received your claim form, you will be sent a letter of acknowledgement and a claim number. You should keep the claim number for future reference when inquiring about your claim. TSA will try to resolve claims as quickly as possible but may need time for further investigation of the facts. If TSA denies your claim, or has not finally resolved it within 6 months after you have filed it, you may have a right to bring your claim to court. I also gave information per: http: www.tsa.gov travelers customer claims forms.shtm. You should receive an acknowledgement letter from TSA within three weeks if you submit the claim by USPS (within 6 days if submitted by fax). I advised the caller that every alarm must be cleared. I mailed him a claim form. I advised him that I would forward his record to the CSM at OKC for review. Agent Notes: Sent to CSM at OKC on 6-19-12 by (b) (6) . Updated street address from Country Road to County Road per USPS - (b) (6) Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Jun 19 2012 9:44AM Opening Agent: (b) (6) Opened Date: 6/19/2012 8:03:24 AM Linked Event IDs: 6-19
Responses: Response Template Name: Missing Damaged Items in Checked Bags NOI Included and Claim Info Airport: OKC Airline: Southwest Airlines Subject Category: Mishandling of Passenger Property - Damaged/Missing Items--Checked Luggage w/ Claim Request
Interaction Type: Complaint Response Email: END RECORD
CONTACT RECORD
EID: 51743682 Contact Type: Contact Date: 2010-07-05 17:03:25 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2010-07-05 09:00:00 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Caller wants to report their Non-TSA accepted lock is missing after traveling through (OKC). His zipper was also damaged as a result. Body: Agent Notes: Explained that TSA is not liable for these locks. Provided claims information from tsa.gov for the luggage damages. Explained that TSA is not liable for these locks. Provided claims information from tsa.gov for the luggage damages. There's a NOI in the baggage. Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) 7/5/2010 5:11:19 PM, Last Update Date: Opening Agent: Opened Date: 7/5/2010 5:03:25 PM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, HOU Houston, TX, USA - Houston Hobby Airport, Airline: Southwest AirlinesSouthwest Airlines, Subject Category: TSA Accepted Lock - Non TSA Accepted Lock - TSA Accepted Lock - Non TSA Accepted Lock Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 51743909 Contact Type: Contact Date: 2010-07-05 21:50:52 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2010-07-05 21:50:52 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Items (foundation makeup missing from checked bag@OKC. Claim form will be downloaded Body: Agent Notes: Provided Lost and Found information to caller and SF-95 form will be downloaded Provided Lost and Found information to caller and SF-95 form will be downloaded. flt 194 bag claim 070880 Caller wanted to report that items were not re-packed properly in checked luggage after screening at OKC Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) 7/5/2010 9:50:52 PM,(b) (6) 7/5/2010 9:56:46 PM, Last Update Date: Opening Agent: Opened Date: 7/5/2010 9:50:52 PM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, STL St Louis, MO, USA - Lambert-St Louis Internatl, Airline: Southwest AirlinesSouthwest Airlines, Subject Category: Claim Form Requests - Missing items from Checked Baggage - Claim Form Requests - Missing items from Checked Baggage Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 51747743 Contact Type: Contact Date: 2010-07-07 22:48:12 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2010-07-07 11:25:00 Contact Prefix: (b) (6) Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: (b) (6) Contact Address 2: Contact City: (b) (6) Contact State: (b) (6) Contact Zip: (b) (6) Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Items (phone charge) missing from checked bag@ OKC . Enter date claim form was mailed., 7/7/2010 Body: Agent Notes: Provided Lost and Found information to caller and SF-95 form mailed on (7/7/2010) Provided Lost and Found information to caller and SF-95 form mailed on (7/7/2010) Caller did not have a notice of bag inspection Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) 7/7/2010 10:54:59 PM, Last Update Date: Opening Agent: Opened Date: 7/7/2010 10:48:12 PM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, Airline: Southwest AirlinesSouthwest Airlines, Subject Category: Claim Form Requests - Missing items from Checked Baggage - Claim Form Requests - Missing items from Checked Baggage Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 51760859 Contact Type: Contact Date: 2010-07-16 10:30:28 Medium: EMAIL Contact Status: CLOSED Incident Date: Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: (b) (6) Subject: ISSUE, TSA Contact Us: Complaints Body: THIS GENERATED EMAIL HAS BEEN SENT FROM http://www.tsa.gov/contact/index.shtm -----------------------------------------------------------------------------------------------------------Remote Client IP: (b) (6) Date Time: 7/14/2010 8:22:09 AM ------------------------------------------------------------------------------------------------------------
Name: (b) (6) Email: (b) (6) Complaints:Damaged or Missing items in Checked or Carry-on Baggage Flight Info (If applicable. Enter Flight#/Airline/Terminal/Airport/Gate/Etc):Flight 2814 on Southwest Airlines from OKC to Denver on 7/13/10 Departing at 7:50 Am Comments:I was traveling with my golf clubs in a hardcase travel bag. I use a TSA approved lock on the golf club travel container. I suspect a TSA agent inspected the contents and forgot to replace the lock. Some items were adjusted in the container so I know it was opened for inspection. Also, there was no TSA notice inside the container that it was opened for inspection Agent Notes: MISSING TSA LOCKS RESPONSE MISSING TSA LOCKS RESPONSE, Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) 7/16/2010 10:30:28 AM,(b) (6) 7/16/2010 10:31:22 AM, Last Update Date: Opening Agent: Opened Date: 7/14/2010 12:54:10 PM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, DEN Denver, CO, USA - Denver International, Airline: Southwest AirlinesSouthwest Airlines, Subject Category: TSA Accepted Locks - Missing or Damaged - TSA Accepted Locks - Missing or Damaged Interaction Type: COMPLAINT Response Email: From: Prior Vendor To: (b) (6) Subject: Re: TSA Contact Us: Complaints <<#508629-640682#>> Body: <html><head><style type="text/css">p {margin-bottom: 0; margin-top: 0;}</style></head><body bgcolor="#ffffff" style="background: #ffffff">
<font size="2"><div style="width:100%;word-wrap:break-word;font-family: Arial;color: #000000;"><P style="MARGIN: 0in 0in 0pt" class=msonormal><SPAN><FONT size=3 face=Arial,sans-serif>Thank you for your email message regarding your missing Transportation Security Administration (TSA) recognized lock(s).</FONT></SPAN> </P> <P style="MARGIN: 0in 0in 0pt" class=msonormal><SPAN><FONT size=3 face=Arial,sans-serif> </FONT></SPAN> </P> <P style="MARGIN: 0in 0in 0pt" class=msonormal><SPAN><FONT size=3 face=Arial,sans-serif>TSA in cooperation with private industry, implemented the -recognized lock system to provide Transportation Security Officers (TSOs) the ability to identify, unlock, and then relock these devices.</FONT></SPAN><FONT size=3 face=Arial,sans-serif><SPAN> </SPAN><SPAN>We believe this system will avoid unnecessary damage to luggage required to be opened by the TSOs and also provide a locking mechanism to passengers who wish to keep their luggage locked during their travels.</SPAN><SPAN> </SPAN><SPAN>Unfortunately, we cannot guarantee that these locks will never be damaged or lost while both TSOs and airline employees handle checked baggage.</SPAN></FONT> </P> <P style="MARGIN: 0in 0in 0pt" class=msonormal><SPAN><FONT size=3 face=Arial,sans-serif> </FONT></SPAN> </P> <P style="MARGIN: 0in -0.25in 0pt 0in" class=msonormal><SPAN><FONT size=3 face=Arial,sans-serif>TSA has found that many locks break off in airport baggage conveyor systems.</FONT></SPAN><FONT size=3 face=Arial,sans-serif><SPAN> </SPAN><SPAN>To learn more about GÇÖs damaged locks, please visit <A href="http://www.tsa.gov/travelers/customer/claims/damagedlocks.shtm" shape=rect><U>www.tsa.gov/travelers/customer/claims/damagedlocks.shtm</U></A><U>.</U></SPAN></FONT> </P> <P style="MARGIN: 0in -0.25in 0pt 0in" class=msonormal> </P> <P><SPAN><FONT size=3 face=Arial,sans-serif>TSA assumes a very limited role with respect to checked baggage handling.</FONT></SPAN><FONT size=3 face=Arial,sans-serif><SPAN> </SPAN><SPAN>We are responsible for checked baggage from the time it is presented for screening until the time it has been cleared after screening.</SPAN><SPAN> </SPAN><SPAN>Once checked baggage has been screened and cleared, air carriers are responsible for transporting it to its final destination.</SPAN><SPAN> </SPAN><SPAN>TSA generally has no role in prioritizing, sorting, or transporting checked baggage.</SPAN><SPAN> </SPAN><SPAN>As a result, the amount of time checked baggage is under TSA control is relatively short, though it varies depending upon the operational conditions of the airport.</SPAN></FONT> </P> <P> </P> <P style="MARGIN: 0in 0in 0pt" class=msonormal><SPAN><FONT color=black size=3 face=Arial,sans-serif>You<B> </B></FONT></SPAN><FONT color=black size=3 face=Arial,sans-serif><SPAN>may wish to file a claim for your TSA-recognized locks by completing the attached Standard Form 95 (claim form).</SPAN><SPAN> </SPAN><SPAN>Claim forms are available on our website at </SPAN></FONT><SPAN><FONT color=#0000ff size=3 face=Arial,sansserif><U>www.tsa.gov.</U></FONT></SPAN><SPAN><FONT size=3 face=Arial,sans-serif> </FONT></SPAN><SPAN><FONT color=black size=3 face=Arial,sans-serif>If you decide to file a claim, it will be processed in accordance with the Federal Tort Claims Act. </FONT></SPAN></P> <P style="MARGIN: 0in 0in 0pt" class=msonormal><SPAN><FONT size=3 face=Arial,sans-serif> </FONT></SPAN> </P> <P style="MARGIN: 0in 0in 0pt" class=msonormal><SPAN><FONT size=3 face=Arial,sans-serif>We hope this information is helpful.</FONT></SPAN> </P> <P style="MARGIN: 0in 0in 0pt" class=msonormal><SPAN><FONT size=3 face=Arial,sans-serif> </FONT></SPAN> </P> <P style="MARGIN: 0in 0in 0pt" class=msonormal><SPAN><FONT size=3 face=Arial,sans-serif> </FONT></SPAN> </P></div> </font><br /> <br><br><div>--- Original Message ---<BR>From: <(b) (6) ><BR>Received: 7/14/10 12:54:10 PM EDT<BR>To: "TSA Contact Center" <[email protected]><BR>Subject: TSA Contact Us: Complaints<BR><BR>THIS GENERATED EMAIL HAS BEEN SENT FROM http://www.tsa.gov/contact/index.shtm<BR>-----------------------------------------------------------------------------------------------------------<BR>Remote Client IP: (b) (6) <BR>Date Time: 7/14/2010 8:22:09 AM<BR>-----------------------------------------------------------------------------------------------------------<BR><BR> <TABLE style="WIDTH: 750px" border=2 cellSpacing=1 cellPadding=3> <TBODY> <TR> <TD style="TEXT-ALIGN: right; WIDTH: 200px; VERTICAL-ALIGN: top; FONT-WEIGHT: bold">Name:</TD> <TD>(b) (6) </TD></TR> <TR> <TD style="TEXT-ALIGN: right; WIDTH: 200px; VERTICAL-ALIGN: top; FONT-WEIGHT: bold">Email:</TD> <TD(b) (6) </TD></TR> <TR> <TD style="TEXT-ALIGN: right; WIDTH: 200px; VERTICAL-ALIGN: top; FONT-WEIGHT: bold">Complaints:</TD> <TD>Damaged or Missing items in Checked or Carry-on Baggage</TD></TR> <TR> <TD style="TEXT-ALIGN: right; WIDTH: 200px; VERTICAL-ALIGN: top; FONT-WEIGHT: bold">Flight Info (If applicable. Enter Flight#/Airline/Terminal/Airport/Gate/Etc):</TD> <TD>Flight 2814 on Southwest Airlines from OKC to Denver on 7/13/10 Departing at 7:50 Am</TD></TR> <TR> <TD style="TEXT-ALIGN: right; WIDTH: 200px; VERTICAL-ALIGN: top; FONT-WEIGHT: bold">Comments:</TD> <TD>I was traveling with my golf clubs in a hardcase travel bag. I use a TSA approved lock on the golf club travel container. I suspect a TSA agent inspected the contents and forgot to replace the lock. Some items were adjusted in the container so I know it was opened for inspection. Also, there was no TSA notice inside the container that it was opened for inspection.</TD></TR></TBODY></TABLE></div> <BR><BR>------ TCC Control Number: ------<BR><<#508629-640682#>></body></html> END RECORD
CONTACT RECORD
EID: 51762925 Contact Type: Contact Date: 2010-07-17 22:24:52 Medium: TELEPHONE Contact Status: CLOSED Incident Date: Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Caller stated that her daughter flew and she had a makeup case and it spilled out all over the inside of her bag. Body: Agent Notes: I advised caller we would note issue, and an FYI will be sent to the CSM at that airport who oversees the screening operation. Offered a claim form. I advised caller we would note issue, and an FYI will be sent to the CSM at that airport who oversees the screening operation. Offered a claim form. Caller stated that there was a NOI inside of her bag. Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) 7/17/2010 10:46:01 PM, Last Update Date: Opening Agent: Opened Date: 7/17/2010 10:24:52 PM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, BWI Baltimore, MD, USA - Baltimore-Washington International, BOS Boston, MA, USA - Logan International Airline: Southwest AirlinesSouthwest Airlines, Subject Category: Mishandling of Passengers Property - Disarrayed Carry-on/Checked Baggage - Mishandling of Passengers Property Disarrayed Carry-on/Checked Baggage Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 51766105 Contact Type: Contact Date: 2010-07-20 08:38:31 Medium: EMAIL Contact Status: CLOSED Incident Date: Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: (b) (6) Subject: ISSUE, Re: TSA Contact Us: Compliments or Suggestions Body: Here are the specifics on this incident: Date & Time: June 24, 2010, approximately 6:30-7am Where: Will Rogers World Airport, Oklahoma City, OKlahoma Airline: Southwest (We went through security located to the east of Southwest's gates) Contact: You can contact me (b) (6) at (b) (6) Thanks for your response. Again, I'm not making a major complaint. I just think it's something your screeners need to be aware of, i.e., how they make an older person such as my Dad who has a pacemaker (and did have his card with him) feel. He felt totally violated and still says he doesn't plan to ever fly again. That's made it a hardship on me because I will now have to go back to driving them from Oklahoma to Kentucky which is a 13-14 hour drive versus a 3 hour total flight.
(b) (6)
On Fri, Jul 16, 2010 at 2:50 PM, TSA-ContactCenter wrote: > Thank you for your e-mail message. We appreciate that you took the > time to share this information with us. So that we may forward > your e-mail to the appropriate office for action, please provide us > with the following specific details: Specific name of the airport > where the incident occurred Date and time of incident Airline > Contact number if one is available. You can also provide us with this > information by calling the TSA Contact Center, toll-free at (866) > 289-9673. If you are outside the United States and cannot use the > toll-free number, please call us at (571) 227-2900. TSA monitors > the number and nature of complaints it receives to track trends and > spot areas of concern that may require special attention. This > ongoing process enables us to ensure prompt, corrective action > whenever we determine that security screening policies need > modification or specific employees or screener teams are the subjects > of repeated complaints. We hope this information is helpful. > TSA Contact Center > > > --- Original Message ---
> From: Received: 7/14/10 8:07:57 PM EDT > To: "TSA Contact Center" Subject: TSA Contact Us: Compliments or > Suggestions > > THIS GENERATED EMAIL HAS BEEN SENT FROM > http://www.tsa.gov/contact/index.shtm > > -----------------------------------------------------------------------------------------------------------> Remote Client IP: (b) (6) > Date Time: 7/14/2010 1:23:15 PM > > -----------------------------------------------------------------------------------------------------------> > Subject: Suggestions Name: (b) (6) Email: > (b) (6) Comments: I would like to give you some feedback on > the treatment of passengers that have to go through manual screening > because of medical devices, in this case, a pacemaker. > > I live in Oklahoma City and my brother lives in Louisville, Kentucky. > Every year I drive my elderly parents to Kentucky to visit my brother. > This is a 14 hour drive and I would much prefer to fly. > > This year, I finally convinced my parents to fly. However, my Dad had > to have a pacemaker put in this past January. This was only the 2nd > time he had ever flown, and first with the pacemaker. > > He had his card and showed it but of course they pulled him aside for > manual screening. He was absolutely humiliated by the screening. The > screener was not friendly and did a very "thorough" job. When he got > out of there, my dad said, "I ought to sue those people for that." He > now says that he will never fly again because of that experience. I > understand that safety is very important; however, I think they can > also take a passenger's age and feelings into consideration. > > The screener in Louisville on the return trip was much nicer and > talked to my dad the entire time which took his mind off of what they > were doing. > I think at the very least when it's a medical device that requires the > manual screening, they should take them into a private area and they > should try to be more understanding toward the person, i.e., customer > service should prevail in these situations rather than having the > passenger feel so violated. I hope you will take my suggestion and use > it to educate your screeners on how to handle passengers with medical > devices. Really, they should put themselves in the passenger's shoes > and undergo that type of screening several times a year themselves so > they don't forget the human side of what they are doing. > > Thanks for listening. > > ------ TCC Control Number: ----->> Agent Notes: Fwd to Appropriate Office Response Fwd to Appropriate Office Response, BCC OKC SHM/CSQIM (b) (6)
at
(b) (6)
Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) 7/20/2010 8:38:31 AM,(b) (6) Last Update Date: Opening Agent: Opened Date: 7/16/2010 5:59:25 PM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, Airline: Southwest AirlinesSouthwest Airlines,
7/20/2010 8:47:01 AM,
Subject Category: Secondary Screening - General - Secondary Screening - General Interaction Type: COMPLAINT Response Email: From: Prior Vendor To: (b) (6) Subject: Re: TSA Contact Us: Compliments or Suggestions <<#508838-640923#>> Body: <html><head><style type="text/css">p {margin-bottom: 0; margin-top: 0;}</style></head><body bgcolor="#ffffff" style="background: #ffffff"> <font size="2"><div style="width:100%;word-wrap:break-word;font-family: Arial;color: #000000;"><P><FONT size=3 face=" Helvetica, sans-serif,Arial">Thank you for your email message. </FONT></P> <P><FONT size=3> </FONT> </P> <P><FONT size=3 face=" Helvetica, sans-serif,Arial">Please accept our appreciation for you taking the time to share this information with us. Your email has been forwarded to the appropriate office at OKC for action as required. </FONT> </P> <P><FONT size=3> </FONT> </P> <P><FONT size=3 face=" Helvetica, sans-serif,Arial">We encourage you to check the latest information at </FONT><FONT size=3 face=" Helvetica, sans-serif,Arial"><A href="http://www.tsa.gov/" shape=rect>www.tsa.gov</A></FONT><FONT size=3 face=" Helvetica, sansserif,Arial">. </FONT></P> <P><FONT size=3> </FONT> </P> <P><FONT size=3 face="Arial, Helvetica, sans-serif">TSA Contact Center</FONT><FONT face=" Helvetica, sans-serif,Arial"><BR clear=none></FONT></P></div> </font><br /> <br><br><div>--- Original Message ---<BR>From: <(b) (6) ><BR>Received: 7/16/10 5:59:25 PM EDT<BR>To: "TSA Contact Center" <[email protected]><BR>Subject: Re: TSA Contact Us: Compliments or Suggestions<BR><BR> <META name=Generator content="MS Exchange Server version 6.5.7654.12"><!-- Converted from text/plain format --> <P><FONT size=2>Here are the specifics on this incident:</FONT></P> <P><FONT size=2>Date & Time: June 24, 2010, approximately 6:30-7am</FONT> <BR><FONT size=2>Where: Will Rogers World Airport, Oklahoma City, OKlahoma</FONT> <BR><FONT size=2>Airline: Southwest (We went through security located to the east of </FONT><BR><FONT size=2>Southwest's gates)</FONT> <BR><FONT size=2>Contact: You can contact me (b) (6) ) at (b) (6) </FONT> </P> <P><FONT size=2>Thanks for your response. Again, I'm not making a major complaint. I </FONT><BR><FONT size=2>just think it's something your screeners need to be aware of, i.e., how </FONT><BR><FONT size=2>they make an older person such as my Dad who has a pacemaker (and did </FONT><BR><FONT size=2>have his card with him) feel. He felt totally violated and still says </FONT><BR><FONT size=2>he doesn't plan to ever fly again. That's made it a hardship on me </FONT><BR><FONT size=2>because I will now have to go back to driving them from Oklahoma to </FONT><BR><FONT size=2>Kentucky which is a 13-14 hour drive versus a 3 hour total flight.</FONT> </P> <P><FONT size=2>(b) (6) </FONT></P><BR> <P><FONT size=2>On Fri, Jul 16, 2010 at 2:50 PM, TSA-ContactCenter wrote:</FONT> </P> <P><FONT size=2>> Thank you for your e-mail message. We appreciate that you took the </FONT><BR><FONT size=2>> time to share this information with us. So that we may forward </FONT><BR><FONT size=2>> your e-mail to the appropriate office for action, please provide us </FONT><BR><FONT size=2>> with the following specific details: Specific name of the airport </FONT><BR><FONT size=2>> where the incident occurred Date and time of incident Airline </FONT><BR><FONT size=2>> Contact number if one is available. You can also provide us with this </FONT><BR><FONT size=2>> information by calling the TSA Contact Center, toll-free at (866) </FONT><BR><FONT size=2>> 2899673. If you are outside the United States and cannot use the </FONT><BR><FONT size=2>> toll-free number, please call us at (571) 227-2900. TSA monitors </FONT><BR><FONT size=2>> the number and nature of complaints it receives to track trends and </FONT><BR><FONT size=2>> spot areas of concern that may require special attention. This </FONT><BR><FONT size=2>> ongoing process enables us to ensure prompt, corrective action </FONT><BR><FONT size=2>> whenever we determine that security screening policies need </FONT><BR><FONT size=2>> modification or specific employees or screener teams are the subjects </FONT><BR><FONT size=2>> of repeated complaints. We hope this information is helpful. </FONT><BR><FONT size=2>> TSA Contact Center</FONT><BR><FONT size=2>></FONT> <BR><FONT size=2>></FONT> <BR><FONT size=2>> --- Original Message ---</FONT> <BR><FONT size=2>> From: Received: 7/14/10 8:07:57 PM EDT</FONT> <BR><FONT size=2>> To: "TSA Contact Center" Subject: TSA Contact Us: Compliments or </FONT><BR><FONT size=2>> Suggestions</FONT><BR><FONT size=2>></FONT> <BR><FONT size=2>> THIS GENERATED EMAIL HAS BEEN SENT FROM </FONT><BR><FONT size=2>> <A href="http://www.tsa.gov/contact/index.shtm">http://www.tsa.gov/contact/index.shtm</A></FONT> <BR><FONT size=2>> </FONT><BR><FONT size=2>> ------------------------------------------------------------------------------------------------------------</FONT> <BR><FONT size=2>> Remote Client IP: (b) (6) </FONT> <BR><FONT size=2>> Date Time: 7/14/2010 1:23:15 PM</FONT> <BR><FONT size=2>> </FONT><BR><FONT size=2>> ------------------------------------------------------------------------------------------------------------</FONT> <BR><FONT size=2>></FONT> <BR><FONT size=2>> Subject: Suggestions Name: (b) (6) Email: </FONT><BR><FONT size=2>> Comments: I would like to give you some feedback on </FONT><BR><FONT size=2>> the treatment (b) (6) of passengers that have to go through manual screening </FONT><BR><FONT size=2>> because of medical devices, in this case, a pacemaker.</FONT> <BR><FONT size=2>></FONT> <BR><FONT size=2>> I live in Oklahoma City and my brother lives in Louisville,
Kentucky. </FONT><BR><FONT size=2>> Every year I drive my elderly parents to Kentucky to visit my brother. </FONT><BR><FONT size=2>> This is a 14 hour drive and I would much prefer to fly.</FONT> <BR><FONT size=2>></FONT> <BR><FONT size=2>> This year, I finally convinced my parents to fly. However, my Dad had </FONT><BR><FONT size=2>> to have a pacemaker put in this past January. This was only the 2nd </FONT><BR><FONT size=2>> time he had ever flown, and first with the pacemaker.</FONT> <BR><FONT size=2>></FONT> <BR><FONT size=2>> He had his card and showed it but of course they pulled him aside for </FONT><BR><FONT size=2>> manual screening. He was absolutely humiliated by the screening. The </FONT><BR><FONT size=2>> screener was not friendly and did a very "thorough" job. When he got </FONT><BR><FONT size=2>> out of there, my dad said, "I ought to sue those people for that." He </FONT><BR><FONT size=2>> now says that he will never fly again because of that experience. I </FONT><BR><FONT size=2>> understand that safety is very important; however, I think they can </FONT><BR><FONT size=2>> also take a passenger's age and feelings into consideration.</FONT> <BR><FONT size=2>></FONT> <BR><FONT size=2>> The screener in Louisville on the return trip was much nicer and </FONT><BR><FONT size=2>> talked to my dad the entire time which took his mind off of what they </FONT><BR><FONT size=2>> were doing.</FONT> <BR><FONT size=2>> I think at the very least when it's a medical device that requires the </FONT><BR><FONT size=2>> manual screening, they should take them into a private area and they </FONT><BR><FONT size=2>> should try to be more understanding toward the person, i.e., customer </FONT><BR><FONT size=2>> service should prevail in these situations rather than having the </FONT><BR><FONT size=2>> passenger feel so violated. I hope you will take my suggestion and use </FONT><BR><FONT size=2>> it to educate your screeners on how to handle passengers with medical </FONT><BR><FONT size=2>> devices. Really, they should put themselves in the passenger's shoes </FONT><BR><FONT size=2>> and undergo that type of screening several times a year themselves so </FONT><BR><FONT size=2>> they don't forget the human side of what they are doing.</FONT> <BR><FONT size=2>></FONT><BR><FONT size=2>> Thanks for listening.</FONT> <BR><FONT size=2>></FONT> <BR><FONT size=2>> ------ TCC Control Number: ------</FONT> <BR><FONT size=2>>></FONT></P></div> <BR><BR>------ TCC Control Number: ------<BR><<#508838-640923#>></body></html> END RECORD
CONTACT RECORD
EID: 51773761 Contact Type: Contact Date: 2010-07-24 12:32:40 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2010-07-23 11:00:00 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Caller wanted to report unprofessional behavior (threats) by a TSO @ OKC. Body: Agent Notes: Apologized to the caller and advised that a message will be sent to CSM. Apologized to the caller and advised that a message will be sent to CSM. Follow Up: (b) (6) would like to speak with someone at OKC about her screening experience. She was threatened by a TSO & would like his name. Also, the name of the agent who inspected her checked luggage. To TSOC Date: From TSOC Date: Last Updated By: (b) (6) 7/24/2010 12:41:34 PM,(b) (6) 7/24/2010 12:41:42 PM, Last Update Date: Opening Agent: Opened Date: 7/24/2010 12:32:40 PM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, LAS Las Vegas, NV, USA - Mccarran International Airport, Airline: Southwest AirlinesSouthwest Airlines, Subject Category: Discourteous- Rude Employee - Discourteous- Rude Employee Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 51776785 Contact Type: Contact Date: 2010-07-26 21:42:59 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2010-07-26 12:10:00 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Caller wanted to report that her jewelry bags were not re-packed properly in checked luggage after screening at OKC. Body: Agent Notes: Advised caller we would note issue, and an FYI will be sent to the CSM at that airport who oversees the screening operation. Offered a claim form. Advised caller we would note issue, and an FYI will be sent to the CSM at that airport who oversees the screening operation. Offered a claim form. Caller found NOI. Follow Up: (b) (6) wanted to report that her jewelry bag were not re-packed properly in checked luggage after screening at OKC. (b) (6) mentioned that her jewelry were all over the inside of her suitcase, there was a TSA notice of bag inspection. (b) (6) did not request a callback, she just wanted to report it to prevent it from happening again. (b) (6) To TSOC Date: From TSOC Date: Last Updated By: (b) (6) 7/26/2010 9:55:57 PM,(b) (6) 7/26/2010 9:56:03 PM, Last Update Date: Opening Agent: Opened Date: 7/26/2010 9:42:59 PM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, PDX Portland, OR, USA - Portland International Airport, Airline: Horizon AirHorizon Air, Subject Category: Mishandling of Passengers Property - Disarrayed Carry-on/Checked Baggage - Mishandling of Passengers Property Disarrayed Carry-on/Checked Baggage Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 51778016 Contact Type: Contact Date: 2010-07-27 15:42:15 Medium: TELEPHONE Contact Status: CLOSED Incident Date: Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Caller is missing 2 bottles of water from checked bag @ OKC. Body: Agent Notes: Provided caller that i would not the issue. Provided caller that i would not the issue. Caller destination was Cancun Mexico. Caller did not want to retrieve the water. Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) 7/27/2010 3:50:24 PM, Last Update Date: Opening Agent: Opened Date: 7/27/2010 3:42:15 PM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, ATL Atlanta, GA, USA - Hartsfield International, Airline: Delta Air Lines -¬Delta Air Lines -¬, Subject Category: Claim Form Requests - Missing items from Checked Baggage - Claim Form Requests - Missing items from Checked Baggage Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 51781141 Contact Type: Contact Date: 2010-07-29 11:41:10 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2010-07-29 08:00:00 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Caller stated that her TSA approved lock is missing from her checked luggage. Body: Agent Notes: Provided caller with the number for the lost and found at OKC. Walked caller through the website to download the claims form. Provided caller with the number for the lost and found at OKC. Walked caller through the website to download the claims form. NOI yes. Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) 7/29/2010 11:45:34 AM, Last Update Date: Opening Agent: Opened Date: 7/29/2010 11:41:10 AM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, Airline: Southwest AirlinesSouthwest Airlines, Subject Category: TSA Accepted Locks - Missing or Damaged - TSA Accepted Locks - Missing or Damaged Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 51787280 Contact Type: Contact Date: 2010-08-03 12:00:36 Medium: EMAIL Contact Status: CLOSED Incident Date: Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: (b) (6) Subject: ISSUE, TSA Contact Us: Complaints Body: THIS GENERATED EMAIL HAS BEEN SENT FROM http://www.tsa.gov/contact/index.shtm -----------------------------------------------------------------------------------------------------------Remote Client IP: (b) (6) Date Time: 8/2/2010 12:36:55 AM ------------------------------------------------------------------------------------------------------------
Name: (b) (6) Email: (b) (6) Complaints:Damaged or Missing items in Checked or Carry-on Baggage Flight Info (If applicable. Enter Flight#/Airline/Terminal/Airport/Gate/Etc):1704 / Continental / Houston, TX to Oklahoma City, OK / E6 (07/31/2010) Comments:I just wanted to make you aware of our situation that could have been handled more appropriately. The gentleman who handled our carry on baggage coming through security was very rude. He was so rough throwing our baggage into the bucket that my nephews shot glasses were broke. They were wrapped seperately in newspaper and insde a plastic sack. Also, TSA guy took every thing out of my moms bag and just crammed everything back into the carry on bag. Did not notice till today (8/1/10) that she did not get home with her camera. Made a report with the airline and now to the TSA to see if it might have been turned in to lost n found. Do not know if the camera was lost at airport security check or on plane since every thing was just thrown back into the bag. If I could give you the mans name I would but I can't. That kind of attitude and the handeling of my families bags was unnecessary and uncalled for. If people like that don't want to be there, then they should find another career instead of people like us having to deal with attitude. I have never had a problem like that with the TSA until now. It wouldn't be too much of a big deal but when our property is damaged and possibly lost due to someones carelessness then it becomes a problem. Thank you for your time Agent Notes: Additional info needed Additional info needed, Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) 8/3/2010 12:00:36 PM,(b) (6) 8/3/2010 12:04:09 PM, Last Update Date: Opening Agent: Opened Date: 8/2/2010 12:32:23 PM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, Airline: Continental Airlines (present) -¬Continental Airlines (present) -¬, Subject Category: Discourteous- Rude Employee - Discourteous- Rude Employee Interaction Type: COMPLAINT
Response Email: From: Prior Vendor To: (b) (6) Subject: Re: TSA Contact Us: Complaints <<#516791-650201#>> Body: <html><head><style type="text/css">p {margin-bottom: 0; margin-top: 0;}</style></head><body bgcolor="#ffffff" style="background: #ffffff"> <font size="2"><div style="width:100%;word-wrap:break-word;font-family: Arial;color: #000000;"><P><FONT face=" Helvetica, sansserif,Arial">Thank you for your e-mail message. We appreciate that you took the time to share this information with us.</FONT> </P> <P> </P> <P><FONT face=" Helvetica, sans-serif,Arial">So that we may forward your e-mail to the appropriate office for action, please provide us with the following specific details:</FONT> </P> <UL> <LI><STRONG><FONT face=" Helvetica, sans-serif,Arial">Specific name of the Houston airport where the incident occurred</FONT></STRONG> </LI></UL> <P> </P> <P><FONT face=" Helvetica, sans-serif,Arial">You can also provide us with this information by calling the TSA Contact Center, toll-free at (866) 289-9673. If you are outside the United States and cannot use the toll-free number, please call us at (571) 227-2900. </FONT></P> <P> </P> <P><FONT face=" Helvetica, sans-serif,Arial">TSA monitors the number and nature of complaints it receives to track trends and spot areas of concern that may require special attention. This ongoing process enables us to ensure prompt, corrective action whenever we determine that security screening policies need modification or specific employees or screener teams are the subjects of repeated complaints. </FONT></P> <P> </P> <P><FONT face=" Helvetica, sans-serif,Arial">We hope this information is helpful.</FONT> </P> <P> </P> <P><FONT face=" Helvetica, sans-serif,Arial">TSA Contact Center</FONT><FONT face=" Helvetica, sans-serif,Arial"><BR clear=none></FONT></P></div> </font><br /> <br><br><div>--- Original Message ---<BR>From: <(b) (6) ><BR>Received: 8/2/10 12:32:23 PM EDT<BR>To: "TSA Contact Center" <[email protected]><BR>Subject: TSA Contact Us: Complaints<BR><BR>THIS GENERATED EMAIL HAS BEEN SENT FROM http://www.tsa.gov/contact/index.shtm<BR>-----------------------------------------------------------------------------------------------------------<BR>Remote Client IP: (b) (6) <BR>Date Time: 8/2/2010 12:36:55 AM<BR>-----------------------------------------------------------------------------------------------------------<BR><BR> <TABLE style="WIDTH: 750px" border=2 cellSpacing=1 cellPadding=3> <TBODY> <TR> <TD style="TEXT-ALIGN: right; WIDTH: 200px; VERTICAL-ALIGN: top; FONT-WEIGHT: bold">Name:</TD> <TD>(b) (6) </TD></TR> <TR> <TD style="TEXT-ALIGN: right; WIDTH: 200px; VERTICAL-ALIGN: top; FONT-WEIGHT: bold">Email:</TD> <TD(b) (6) </TD></TR> <TR> <TD style="TEXT-ALIGN: right; WIDTH: 200px; VERTICAL-ALIGN: top; FONT-WEIGHT: bold">Complaints:</TD> <TD>Damaged or Missing items in Checked or Carry-on Baggage</TD></TR> <TR> <TD style="TEXT-ALIGN: right; WIDTH: 200px; VERTICAL-ALIGN: top; FONT-WEIGHT: bold">Flight Info (If applicable. Enter Flight#/Airline/Terminal/Airport/Gate/Etc):</TD> <TD>1704 / Continental / Houston, TX to Oklahoma City, OK / E6 (07/31/2010)</TD></TR> <TR> <TD style="TEXT-ALIGN: right; WIDTH: 200px; VERTICAL-ALIGN: top; FONT-WEIGHT: bold">Comments:</TD> <TD>I just wanted to make you aware of our situation that could have been handled more appropriately. The gentleman who handled our carry on baggage coming through security was very rude. He was so rough throwing our baggage into the bucket that my nephews shot glasses were broke. They were wrapped seperately in newspaper and insde a plastic sack. Also, TSA guy took every thing out of my moms bag and just crammed everything back into the carry on bag. Did not notice till today (8/1/10) that she did not get home with her camera. Made a report with the airline and now to the TSA to see if it might have been turned in to lost n found. Do not know if the camera was lost at airport security check or on plane since every thing was just thrown back into the bag. If I could give you the mans name I would but I can't. That kind of attitude and the handeling of my families bags was unnecessary and uncalled for. If people like that don't want to be there, then they should find another career instead of people like us having to deal with attitude. I have never had a problem like that with the TSA until now. It wouldn't be too much of a big deal but when our property is damaged and possibly lost due to someones carelessness then it becomes a problem. Thank you for your time.</TD></TR></TBODY></TABLE></div> <BR><BR>------ TCC Control Number: ------<BR><<#516791-650201#>></body></html>
END RECORD
CONTACT RECORD
EID: 51793361 Contact Type: Contact Date: 2010-08-07 16:20:00 Medium: EMAIL Contact Status: CLOSED Incident Date: Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: (b) (6) Subject: ISSUE, Screening of bags Body: Good afternoonI just completed a trip from Oklahoma City to Seattle and wanted to share my checked luggage screening experience with you. I checked one, unlocked Samsonite hard shell suitcase with 2 interior dividers and 2 interior pockets to OKC on Monday afternoon. Upon arrival in OKC, I opened my suitcase to find total disarray. All of my compartment dividers were not zipped up as they were when I checked my bags in Seattle neither were the interior pockets. Literally, my suitcase dumped its contents on the hotel room floor. What is TSA's policy on returning suitcases to the configuration presented after checking them? Second complaint: Upon returning to Seattle today, my luggage came out of the chute STILL OPEN. I quick hurried to secure what I could see falling out of the suitcase. I opened it at home and found the bag in the same manner of disarray that I found it in upon arrival in OKC. Upon further inspection it looks like the hinges are severely damaged (2 screws are popped out) and one of the locking latches was bent, presumably when the agent tried to reseal the bag but failed. I'm still inventorying the contents of the suitcase to see what was lost. What is TSA's policy to ensure officers reseal bags before putting them back on the belt? I will be starting a claim on the bag as it's not airworthy anymore. I may also be initiating a claim for lost items. This isn't the first time I've arrived somewhere and my bag was still open from the TSA inspection. Please let me know what your response is as far as the officer's responsibilities to the travelling public to restore their luggage to the condition it was delivered in and ensuring the luggage is closed before giving it back to the airline. Thank you,
(b) (6)
Agent Notes: General Complaint w/Claim Response General Complaint w/Claim Response, Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) 8/7/2010 4:20:00 PM,(b) (6) 8/7/2010 4:21:30 PM, Last Update Date: Opening Agent: Opened Date: 8/5/2010 6:29:38 PM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, SEA Seattle, WA, USA - Seattle Tacoma Intl Airport, Airline: Subject Category: Claim Form Requests-Checked Bag - Claim Form Requests-Checked Bag
Interaction Type: COMPLAINT Response Email: From: Prior Vendor To: (b) (6) Subject: Re: Screening of bags <<#518860-652525#>> Body: <html><head><style type="text/css">p {margin-bottom: 0; margin-top: 0;}</style></head><body bgcolor="#ffffff" style="background: #ffffff"> <font size="2"><div style="width:100%;word-wrap:break-word;font-family: Arial;color: #000000;"><P>Thank you for your e-mail concerning your travel experience. <BR clear=none> <BR clear=none>Enhanced security measures require that all checked baggage undergo some form of screening for prohibited items. Physical search of the luggage is required to clear every alarm. Transportation Security Administration (TSA) screeners should exercise great care during the screening process to ensure that passengers' belongings are returned and not damaged when a bag needs to be opened. We regret if these high standards were not met.<BR clear=none> <BR clear=none>We monitor the number and nature of complaints we receive to track trends and spot areas of concern that may require special attention. This ongoing process will enable us to ensure prompt, corrective action whenever we determine that security screening policies need modification or specific employees or screener teams are the subject of repeated complaints.<BR clear=none> <BR clear=none>TSA is responsible for reviewing all claims relating to the screening of passengers and their baggage. To protect your rights under federal law and to file a valid claim, you must send your claim in writing to TSA, stating the circumstances of the loss and the exact amount you are claiming (fair market value of lost or destroyed property, reasonable cost of repair for damaged property), within 2 years after your claim accrued. The claim must be signed by you or your authorized representative (e.g., an attorney or other personal representative with appropriate proof of authority). <BR clear=none> <BR clear=none>To file a claim, fill out the attached Standard Form 95 (claim form) in accordance with the instructions, and return it to the address in box #1. Please be sure to follow the instructions carefully, and to fill out the claim form completely. While use of the form is not mandatory, it will help you ensure that you meet the legal requirements for filing a claim. If you decide to file a claim, it will be processed in accordance with the Federal Tort Claims Act.<BR clear=none> <BR clear=none>Once the Claims Management Office has received your claim form, you will be sent a letter of acknowledgement and a claim number. You should keep the claim number for future reference when inquiring about your claim. TSA will try to resolve your claim as quickly as possible, but it may need time to make a further investigation of the facts. If TSA denies your claim, or has not finally resolved it within 6 months after you have filed it, you may have a right to bring your claim to court. <BR clear=none> <BR clear=none>You can also access claim forms online at the TSAGÇÖs Claims Management OfficeGÇÖs website at <A href="http://www.tsa.gov/travelers/customer/claims/index.shtm" shape=rect>www.tsa.gov/travelers/customer/claims/index.shtm</A>. This website also has information related to filing a claim, checking the status of a claim, and other claim-related issues. You can also access this website by clicking on the Claims Management Office link in the GÇ£Resource CenterGÇ¥ on TSAGÇÖs homepage at <A href="http://www.tsa.gov/" shape=rect>www.tsa.gov</A>. If you have additional questions related to the claims process, please contact the Claims Management Office at <A href="mailto:[email protected]" shape=rect>[email protected]</A>. </P> <P> </P> <P>TSA Contact Center<BR clear=none></P></div> </font><br /> <br><br><div>--- Original Message ---<BR>From: (b) (6) ><BR>Received: 8/5/10 6:29:39 PM EDT<BR>To: "TSA Contact Center" <[email protected]><BR>Subject: Screening of bags<BR><BR> <STYLE type=text/css><!-- DIV {margin:0px;} --></STYLE> <DIV style="FONT-FAMILY: tahoma, new york, times, serif; FONT-SIZE: 10pt"> <DIV>Good afternoon-</DIV> <DIV> </DIV> <DIV>I just completed a trip from Oklahoma City to Seattle and wanted to share my checked luggage screening experience with you. I checked one, unlocked Samsonite hard shell suitcase with 2 interior dividers and 2 interior pockets to OKC on Monday afternoon. Upon arrival in OKC, I opened my suitcase to find total disarray. All of my compartment dividers were not zipped up as they were when I checked my bags in Seattle neither were the interior pockets. Literally, my suitcase dumped its contents on the hotel room floor.</DIV> <DIV> </DIV> <DIV>What is TSA's policy on returning suitcases to the configuration presented after checking them?</DIV> <DIV> </DIV> <DIV>Second complaint: Upon returning to Seattle today, my luggage came out of the chute STILL OPEN. I quick hurried to secure what I could see falling out of the suitcase. I opened it at home and found the bag in the same manner of disarray that I found it in upon arrival in OKC. Upon further inspection it looks like the hinges are severely damaged (2 screws are popped out) and one of the locking latches was bent, presumably when the agent tried to reseal the bag but failed. I'm still inventorying the contents of the suitcase to see what was lost.</DIV> <DIV> </DIV> <DIV>What is TSA's policy to ensure officers reseal bags before putting them back on the belt?</DIV> <DIV> </DIV> <DIV>I will be starting a claim on the bag as it's not airworthy anymore. I may also be initiating a claim for lost items. This isn't the first time I've arrived somewhere and my bag was still open from the TSA inspection.</DIV>
<DIV> </DIV> <DIV>Please let me know what your response is as far as the officer's responsibilities to the travelling public to restore their luggage to the condition it was delivered in and ensuring the luggage is closed before giving it back to the airline.</DIV> <DIV> </DIV> <DIV>Thank you,</DIV> <DIV>(b) (6) </DIV></DIV><BR></div> <BR><BR>------ TCC Control Number: ------<BR><<#518860-652525#>></body></html> END RECORD
CONTACT RECORD
EID: 51808018 Contact Type: Contact Date: 2010-08-19 09:37:23 Medium: EMAIL Contact Status: CLOSED Incident Date: Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email:(b) (6) Subject: ISSUE, Discrepancy at OKC Body: Sir/Ma'am, My daughter and mother-in-law just called from the Will Rodgers Oklahoma City airport with a problem at the security checkpoint. My daughter is three years old and drinks CranGrape Juice, which is normally not available at airports. Your website states "When traveling with your infant or toddler, in the absence of suspicious activity or items, greater than 3 ounces of baby formula, breast milk, or juice are permitted through the security checkpoint in reasonable quantities for the duration of your itinerary, if you perform the following: 1.Separate these items from the liquids, gels, and aerosols in your quart-size and zip-top bag. 2.Declare you have the items to one of our Security Officers at the security checkpoint. 3.Present these items for additional inspection once reaching the X-ray. These items are subject to additional screening." These instructions were followed, and my daughter's juice was still confiscated. This incident is unacceptable. This is either a case where your employees are not properly trained, or the instructions you have published on your website are inaccurate. As someone who has been involved with providing security for assets and people of national level importance, I understand the criticality of setting regulations and having individuals, employees and customers, follow these regulations. If the public looses confidence in TSA to both establish and enforce regulations that are published, your organization fails to be a valid or reliable form of security. Please advise me of the corrective action that will be taken in this matter. Sincerely,
(b) (6)
Agent Notes: Consumer Complaint BCC/CSM Response Consumer Complaint BCC/CSM Response, BCC OKC SHM/CSQIM (b) (6) at (b) (6) Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) 8/19/2010 9:37:23 AM,(b) (6) 8/19/2010 9:40:34 AM, Last Update Date: Opening Agent: Opened Date: 8/17/2010 6:28:56 PM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, Airline: Subject Category: Voluntarily Abandoned Property- Retrieving Abandoned/Confiscated Items - Voluntarily Abandoned PropertyRetrieving Abandoned/Confiscated Items Interaction Type: COMPLAINT
Response Email: From: Prior Vendor To:(b) (6) Subject: Re: Discrepancy at OKC <<#523738-658059#>> Body: <html><head><style type="text/css">p {margin-bottom: 0; margin-top: 0;}</style></head><body bgcolor="#ffffff" style="background: #ffffff"> <font size="2"><div style="width:100%;word-wrap:break-word;font-family: Arial;color: #000000;"><P><FONT size=3 face=" Helvetica, sans-serif,Arial">Thank you for your email message. </FONT> </P> <P><FONT size=3> </FONT> </P> <P><FONT size=3 face=" Helvetica, sans-serif,Arial">Because your complaint is regarding screening at OKC, we have forwarded a copy of your email to the Customer Service Manager at that airport for review. The Customer Service Manager is responsible for ensuring that the screener workforce adheres to TSA principles for professional processing.</FONT> </P> <P><FONT size=3> </FONT> </P> <P><FONT size=3 face=" Helvetica, sans-serif,Arial">We monitor the number and nature of complaints we receive to track trends and spot areas of concern that may require special attention. This ongoing process will enable us to ensure prompt, corrective action whenever we determine that security-screening policies need modification or specific employees or screener teams are the subjects of repeated complaints.</FONT> </P> <P><FONT size=3> </FONT> </P> <P><FONT size=3 face=" Helvetica, sans-serif,Arial">Again, TSA offers our sincere apologies and encourage you to check the latest information at </FONT><FONT size=3 face=" Helvetica, sans-serif,Arial"><A href="http://www.tsa.gov/" shape=rect>www.tsa.gov</A></FONT><FONT size=3 face=" Helvetica, sans-serif,Arial">.</FONT> </P> <P><FONT size=3> </FONT> </P> <P><FONT size=3 face=" Helvetica, sans-serif,Arial">TSA Contact Center</FONT><FONT size=3 face=" Helvetica, sans-serif,Arial"><BR clear=none></FONT></P></div> </font><br /> <br><br><div>--- Original Message ---<BR>From: (b) (6) " <(b) (6) ><BR>Received: 8/17/10 6:28:55 PM EDT<BR>To: "TSA Contact Center" <[email protected]><BR>Subject: Discrepancy at OKC<BR><BR>Sir/Ma'am, <DIV>My daughter and mother-in-law just called from the Will Rodgers Oklahoma City airport with a problem at the security checkpoint. My daughter is three years old and drinks CranGrape Juice, which is normally not available at airports. Your website states "<SPAN style="LINE-HEIGHT: 16px; FONT-FAMILY: Verdana, Arial, Helvetica, sans-serif; COLOR: rgb(51,51,51)" class=Apple-stylespan>When traveling with your infant or toddler, in the absence of suspicious activity or items, greater than 3 ounces of baby formula, breast milk, or juice are permitted through the security checkpoint in reasonable quantities for the duration of your itinerary, if you perform the following:</SPAN></DIV> <DIV><SPAN style="LINE-HEIGHT: 16px; FONT-FAMILY: Verdana, Arial, Helvetica, sans-serif; COLOR: rgb(51,51,51); FONT-SIZE: 13px" class=Apple-style-span> <OL type=1> <LI><FONT class=Apple-style-span size=3><SPAN style="FONT-SIZE: 12px" class=Apple-style-span>Separate these items from the liquids, gels, and aerosols in your quart-size and zip-top bag.</SPAN></FONT></LI> <LI><FONT class=Apple-style-span size=3><SPAN style="FONT-SIZE: 12px" class=Apple-style-span>Declare you have the items to one of our Security Officers at the security checkpoint.</SPAN></FONT></LI> <LI><FONT class=Apple-style-span size=3><SPAN style="FONT-SIZE: 12px" class=Apple-style-span>Present these items for additional inspection once reaching the X-ray. These items are subject to additional screening."</SPAN></FONT></LI></OL> <DIV><FONT class=Apple-style-span size=3><SPAN style="FONT-SIZE: 12px" class=Apple-style-span>These instructions were followed, and my daughter's juice was still confiscated. This incident is unacceptable. This is either a case where your employees are not properly trained, or the instructions you have published on your website are inaccurate. </SPAN></FONT></DIV></SPAN> <DIV><BR></DIV></DIV> <DIV> As someone who has been involved with providing security for assets and people of national level importance, I understand the criticality of setting regulations and having individuals, employees and customers, follow these regulations. If the public looses confidence in TSA to both establish and enforce regulations that are published, your organization fails to be a valid or reliable form of security. Please advise me of the corrective action that will be taken in this matter.</DIV> <DIV><BR></DIV> <DIV>Sincerely,</DIV> <DIV>(b) (6) </DIV></div> <BR><BR>------ TCC Control Number: ------<BR><<#523738-658059#>></body></html> END RECORD
CONTACT RECORD
EID: 51808352 Contact Type: Contact Date: 2010-08-19 11:51:41 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2010-07-22 11:51:00 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Items (1 earring & necklace) missing from checked bag@ OKC. Body: Agent Notes: Provided Lost and Found information to caller and provided claims information from tsa.gov. Provided Lost and Found information to caller and provided claims information from tsa.gov. There's a NOI in the baggage. Follow Up: (b) (6) would like to notify someone that she always has items missing when she travels thru OKC. On 7/22 she had 1 earring missing from her checked luggage, and on a more recent trip she was missing a necklace from her grand daughter. I provided claims information & the L&F contact number for her. To TSOC Date: From TSOC Date: Last Updated By: (b) (6) 8/19/2010 11:57:17 AM,(b) (6) 8/19/2010 11:57:27 AM, Last Update Date: Opening Agent: Opened Date: 8/19/2010 11:51:41 AM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, Airline: Southwest AirlinesSouthwest Airlines, Subject Category: Claim Form Requests - Missing items from Checked Baggage - Claim Form Requests - Missing items from Checked Baggage Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 51809517 Contact Type: Contact Date: 2010-08-20 09:12:35 Medium: EMAIL Contact Status: CLOSED Incident Date: Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: (b) (6) Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: (b) (6) Subject: ISSUE, Re: TSA Contact Us: Complaints Body: Dear TCC Control Number: <<#522842-657053#>> Thank you for your response to my complaint. I beg to differ with your conclusion to my complaints regarding my flight. Have you been listening to me at all? All the items that were taken from me were equal to and/or less than 3.4 ozs - the limit allowed; therefore, the security employee had no right to take all of my belongings. As far as you claiming a Quart size bag, I cleared security from Oklahoma City with two gallon size bags containing the personal items that were taken from me, one of the reasons why I packed the same items in the same plastic bags on my return back home. I also witnessed other passengers clearing security with more than one clear plastic bag containing personal liquid items. The airport also had a slot that you could obtain free plastic bags to put your stuff in and you could take more than one - as many as you needed to put your liquids, perfumes etc. in. As far as my drink, I literally witnessed a woman drinking water as she was clearing security and that was not purchased beyond security clearance, she obviously purchased it outside of your security clearance. Now, the other reason why I packed my liquid items in my carry on bag and purse can be explained in the attached letter I mailed to Southwest Airlines regarding my trip to California last year and I got no response whatsoever from this airline. Last year, your security damaged my luggage and damaged the contents of my bags after they carelessly left bottles of liquid astringents/alcohol unscrewed and the plastic bags they were in unzipped whereby my clothes were damaged. So, what is a passenger to do - pack these items for cargo or carry on - either way you go you loose. Also, not one word did you mention about me clearing your security with 2 lighters and 3 books of matches. Now some of those items should have been taken too so what about that which you failed to mention in your response? You are beomg so unfair toward me regarding this incident. Your agency is ripping people off for their personal items bottom line and it has nothing to do with security precautions. The lighters and matches I possessed going through your security was more of a danger than the facial products, perfumes, lotions etc., - that all contained less that 3.5 oz content, this employee took from me. So if you security want to be so picky and efficient, why were those items not taken from me by this employee? It seems like you people are defeating your purpose of keeping our country safe from harm when you have personnel who take items that do not pose a threat and in turn let items - such as lighters and matches clear your security with no problem whatsoever. I would have been more than happy to give up my lighters and/or matches too - right along with everything else she took had she asked me for them too but she didn't. Please don't get me wrong, I honestly do commend TSA because I know this agency is working hard to protect our country. However, it's so obvious you have personnel working for you who are obviously incompetent who definitely need to be reprimanded and/or fired for letting hazards such as lighters and/or matches clear your security like mine did because your employee was more interested in my expensive parfums and lotions. Now I am an American citizen - born and raised in the USA. I'm 59 years old. I know I've stated my age as being 50. That was a typo on my part. I meant to type 59 years old. I'm a senior citizens, on a fixed income and I cannot afford what happened to me through your agency. In fairness to me, I feel your agency should at least reimburse me for my unnecessary loss for this year and last year because Southwest Airlines was not at fault regarding what happened to my luggage and the contents therein. I feel you agency needs to pin point that employee and reprimand her for being incompentent and send her back to training or terminate her for such actions against me - an African American female who posed no threat to this great country of ours. One would think this employee was a racist against African Americans by the way she treated me, I certainly thought so to say the least. _____ From: TSA-ContactCenter <[email protected]>
To: (b) (6) Sent: Wed, August 18, 2010 8:52:07 AM Subject: Re: TSA Contact Us: Complaints <<#522842-657053#>>
Thank you for your email message regarding your concerns about the consistency of procedures at our Nation's airports.
TSA has developed standard screening practices for all of our Nation's airports, and passengers can expect essentially the same procedures. While the procedures are the same everywhere, the interpretation of those procedures results in some slight variations from airport to airport - situation to situation.
We work hard to achieve consistency in the security training process. We inspect screening operations at airports and continue to monitor the number and nature of complaints we receive from the traveling public to track trends and spot areas of concern that may require special attention. This ongoing process will enable us to ensure prompt, corrective action whenever we determine that security screening policies need modification or specific employees are the subject of repeated complaints.
In response to the threat to aviation posed by liquid explosives, TSA has a policy affecting the liquids, gels, and aerosols that passengers can bring through security checkpoints.
The policy allows that:
GÇó Travelers may carry through security checkpoints travel-size toiletries, in containers 3.4 ounces or smaller. All of these must fit comfortably in and be placed in ONE, QUART-SIZE, clear plastic, zip-top bag.
GÇó After clearing security, travelers can now bring onboard aircraft the beverages and other items they purchase in the secured boarding area beyond the security checkpoint.
At the checkpoint, each traveler is asked to remove his or her zip-top bag of liquids, gels, and aerosols and place it on the conveyor belt. X-raying the items separately allows TSA security officers to more easily examine the declared items.
Containers larger than 3.4 ounces of prescription liquid medications, baby formula, breast milk, and diabetic glucose treatments are allowed through security checkpoints. These must be declared at the checkpoint for additional screening. If the passenger fails to make this declaration, he or she is unlikely to be allowed to bring the item through the checkpoint, barring extenuating circumstances. Passengers should only carry-on medications that they need to have available during their itinerary. Passengers are permitted to carry non-prescription liquid or gel medications, such as saline solution or KY-Jelly, required for medical necessity. Frozen items are also allowed so long as they are solid and in a GÇ£frozen stateGÇ¥ when presented for screening. If frozen items are partially melted or have any liquid at the bottom of the container, the ice/liquid container must meet 3-1-1 requirements.
This security regime applies to all domestic and international flights departing U.S. airports. Travelers should, however, check with transportation security authorities in their country-of-origin for information about security regimes at non-U.S. airports.
Travel tips to make TSA screening hassle-free:
GÇó De-clutter your carry-on bag. This lets our Transportation Security Officers get a clear, uncomplicated X-ray image of your carry-on.
GÇó When possible, keep packing liquids in checked baggage. You will get through security faster.
GÇó Limit quantities to what is needed for the duration of the flight.
GÇó Items purchased in the secure boarding are for use on the immediate flight. If you must leave the secure boarding area and re-enter through the screening checkpoint, items exceeding 3.4 ounces that are not in the zip-top bag will again be prohibited.
Regardless of whether an item is on the prohibited or permitted items list, the Transportation Security Officers (TSO's) have discretion to prohibit an individual from carrying an item through the screening checkpoint or onboard an aircraft if the item poses a security threat.
Therefore, TSA security screening personnel make the final decision on whether to permit items like this into the sterile area of the airport.
TSAGÇÖs policy on liquids, aerosols and gels originates from the August 10, 2006, arrests in the United Kingdom of extremists who plotted to use liquid explosives to destroy multiple passenger aircraft flying from the United Kingdom to the United States. Since then, experts from around the government, including the FBI and our national labs, conducted extensive explosives testing to get a better understanding of this specific threat. Our policy is intended to enhance security and balance human needs based on our understanding of the threat and security risks associated with liquids, aerosols, and gels.
TSA encourages you to visit our website at www.tsa.gov <http://www.tsa.gov/> for additional information about TSA. We continue to add new information and encourage you to check the website frequently for updated information.
We encourage you to check the latest information at www.tsa.gov <http://www.tsa.gov/> .
TSA Contact Center
--- Original Message --From: (b) (6) Received: 8/16/10 1:22:55 PM EDT To: "TSA Contact Center" <[email protected]> Subject: TSA Contact Us: Complaints THIS GENERATED EMAIL HAS BEEN SENT FROM http://www.tsa.gov/contact/index.shtm -----------------------------------------------------------------------------------------------------------Remote Client IP: (b) (6) Date Time: 8/15/2010 5:05:27 PM ------------------------------------------------------------------------------------------------------------
Name: (b) (6) Email: (b) (6) Complaints: Items Not Permitted Through the Security Checkpoint Flight Info (If applicable. Enter Flight#/Airline/Terminal/Airport/Gate/Etc): Ontario, California Airport, Flight #0538, Southwest Airlines, departed at 2:10 pm on August 4, 2010. Comments: I was unnecessarily harrassed regarding personal items I had placed in a clear plastic bag, the same items that cleared the Oklahoma City, OK, Will Rogers Airport on June 28, 2010. A male employee made me throw away an open bottle of water I was drinking and the weather there was 110 degrees! I was hot and going through menopause and I needed my water. I thought it was okay because when I was leaving the Will Rogers Airport to go to California, I noticed a woman went through security there and she had an open bottle of water she was drinking and they didn't make her throw it away. I was surprised to see that and made a mental note in my mind that it must be okay to clear security with a drink for your flight. This is the reason why I had a bottle of cold water for my trip back home. Security pulled my one bag and purse and a female employee took my bag and purse and pulled me over to the side and rambled through my items. She said I could not take any of my items that were clearly sealed in a 1 gallon clear plastic bag. She started taking my expensive products: White Diamons Elizabeth Taylor Parfume that was less than half full valued at over $200; Le Briser Du DragonCartier Paris Parfums 1.6 fl.oz that was also less than half full valued at $80.00; Bijam eau de parfume 1.7 fl.oz that was about 1/4 full valued at $60.00; Black Currant Vanilla sensual body lotion (Bath & Body) less than 1/4 full 6.7 fl.oz valued at $60.00; Very Sexy for HerVictoria's Secret Body Lotion 6.7 fl.oz almost gone, valued at $80.00; Bergamont Pressing Oil hair grease that was about half full; She took products I used for my face that I purchased from Yves Rocher (France) ordered out of France: Pure Calmille Toner 3 fl.oz that was alcolol free valued at $15.00, Pure Calmille Purifying Exfoliant 1.7 fl.oz facial scrub also alcohol free that was less that half full. These small and medium size bottles were crystal clear whereby you could see the contents were less than half full or almost gone because I had been using them for almost a month and that's what was left in them after being in California for over a month. I had other facial products that were that were o.5 fl.oz that she also took from me as well as my Riche Creme Grand Soin Regenerant facial night cream that I opened for her to show her it was less than half full when I realized she was taking it too. I told her I paid over $80 for it, it was less than half full, I paid a lot of money for it, please don't take that too. I tried to reason with her about how much money I paid for all the stuff she was taking from me and that I didint' have any problems with these same items clearing the Will Roger's Airport security when I left OKC over a month ago. She had me intears because I can't afford for her to just take my stuff like that with no justifiable cause - the items were just about depleted in use. I was so disappointed, I told her that I wasn't a terrorist, I'm a 50 year old African American woman going through menopause and the fact they had already taken my water was punishment enough for me. She didn't give a rat's behind about my feelings, my health condition or my belongings. She appeared more interested in taking my personal items than she appeared in me because after she took my stuff, I never saw her take my items and throw them away in the big trash can (that was perfectly lined with a very clean trash bag) that the male employee made ME throw my water away in - that was located in front of the area as I cleared the security beam which was a ways from where this female employee took my items. This male employee was very rude to me as he instructed me to throw my water away, along with a small bottle of Witch Hazel facial astringent, an expensive bottle of Iris Noir perfumed body lotion, 1.5 fl.oz valued at $25.00, two medium size bottles of Cutter Mosquito Repellant and SPF Suntan Lotion - all were less than half full. I hesitated to dump these items because I was thinking about how much money I paid for them. They did this to me right at the beginning of my screening then they scanned my bag again and this female called me to the side, along with my bag. I felt like I was being robbed because she was digging all through my purse and bag, taking what ever she desired and I told her she was going to make me miss my plane. She went even slower after I said that. When she finally finished taking what she wanted out of my belongings, I sat down on the floor to put my shoes back on and I observed her take my belongings and set then aside instead of just carrying my items to the one and only trash can they had in the area and dump my stuff in the trash can - the same trash can they made me dump my water in! After I got my shoes on and gathered my two bags, I decided to run to the gate because I felt I probably missed my plane. When I got to the gate, they were already boarding passengers. I panicked because my seat number was classified in the B section and they were boarding the C section. I was fit to be tied - tears and all, due to the way I was treatment by your personnel. I am a Senior Citized, who any one can clearly see - that I was not a terrorist who was going to blow up the plane with parfmue, lotion and non-alcoholic astringents. I would like to be reimbursed for these items that were, as I feel - stolen from me by this female employee because I feel like my expensive items never made it to the trash can that was located up by the security screen and no where near the area this female took my stuff; I feel like she kept my belongings for her personal use - an expensive price for me to pay to say the least.
------ TCC Control Number: -----<<#522842-657053#>> Agent Notes: Claim Request Claim Request, (b) (5) Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) 8/20/2010 9:12:35 AM,(b) (6) Last Update Date: Opening Agent: Opened Date: 8/19/2010 8:30:30 AM Linked Event IDs:
8/20/2010 9:56:38 AM,(b) (6)
8/20/2010 9:57:11 AM,
Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, ONT Ontario, CA, USA - Ontario International, Airline: Southwest AirlinesSouthwest Airlines, Subject Category: Voluntarily Abandoned Property- Retrieving Abandoned/Confiscated Items - Voluntarily Abandoned Property-
Retrieving Abandoned/Confiscated Items Interaction Type: COMPLAINT Response Email: From: Prior Vendor To: (b) (6) Subject: Re: TSA Contact Us: Complaints <<#522842-657053#>> Body: <html><head><style type="text/css">p {margin-bottom: 0; margin-top: 0;}</style></head><body bgcolor="#ffffff" style="background: #ffffff"> <font size="2"><div style="width:100%;word-wrap:break-word;font-family: Arial;color: #000000;"><P>Thank you for your e-mail message. </P> <P> </P> <P>If you would like to file a claim for compensation, please fill out the attached Standard Form 95 (claim form) in accordance with the instructions, and return it to the address in box #1. The Transportation Security Administration (TSA) is responsible for reviewing all claims relating to the screening of passengers and their baggage. To protect your rights under federal law and to file a valid claim, you must send your claim in writing to TSA, stating the circumstances of the loss and the exact amount you are claiming (fair market value of lost or destroyed property, reasonable cost of repair for damaged property), within 2 years after your claim accrued. The claim must be signed by you or your authorized representative (e.g., an attorney or other personal representative with appropriate proof of authority). <BR clear=none> <BR clear=none>Please be sure to follow the instructions carefully, and to fill out the claim form completely. While use of the form is not mandatory, it will help you ensure that you meet the legal requirements for filing a claim. If you decide to file a claim, it will be processed in accordance with the Federal Tort Claims Act.<BR clear=none> <BR clear=none>Once the Claims Management Branch has received your claim form, you will be sent a letter of acknowledgement and a claim number. You should keep the claim number for future reference when inquiring about your claim. TSA will try to resolve your claim as quickly as possible, but it may need time to make a further investigation of the facts. If TSA denies your claim, or has not finally resolved it within 6 months after you have filed it, you may have a right to bring your claim to court. <BR clear=none> <BR clear=none>You can also access claim forms online at the TSAGÇÖs Claims Management BranchGÇÖs website at <A href="http://www.tsa.gov/travelers/customer/claims/index.shtm" shape=rect>www.tsa.gov/travelers/customer/claims/index.shtm</A>. This website also has information related to filing a claim, checking the status of a claim, and other claim-related issues. You can also access this website by clicking on the Claims Management Branch link in the GÇ£Resource CenterGÇ¥ on TSAGÇÖs homepage at <A href="http://www.tsa.gov/" shape=rect>www.tsa.gov</A>. For additional questions related to the claims process, please contact the Claims Management Branch at <A href="mailto:[email protected]" shape=rect>[email protected]</A>. <BR clear=none> <BR clear=none>TSA Contact Center<BR clear=none></P></div> </font><br /> <br><br><div>--- Original Message ---<BR>From: (b) (6) <(b) (6) ><BR>Received: 8/19/10 8:30:30 AM EDT<BR>To: "TSA Contact Center" <[email protected]><BR>Subject: Re: TSA Contact Us: Complaints<BR><BR> <STYLE type=text/css><!-- DIV {margin:0px;} --></STYLE> <DIV style="FONT-FAMILY: times new roman, new york, times, serif; FONT-SIZE: 12pt"> <DIV> </DIV> <DIV>Dear TCC Control Number: <<#522842-657053#>></DIV> <DIV> </DIV> <DIV>Thank you for your response to my complaint. I beg to differ with your conclusion to my complaints regarding my flight. Have you been listening to me at all? All the items that were taken from me were equal to and/or less than 3.4 ozs the limit allowed; therefore, the security employee had no right to take all of my belongings. As far as you claiming a Quart size bag, I cleared security from Oklahoma City with two gallon size bags containing the personal items that were taken from me, one of the reasons why I packed the same items in the same plastic bags on my return back home. I also witnessed other passengers clearing security with more than one clear plastic bag containing personal liquid items. The airport also had a slot that you could obtain free plastic bags to put your stuff in and you could take more than one - as many as you needed to put your liquids, perfumes etc. in. As far as my drink, I literally witnessed a woman drinking water as she was clearing security and that was not purchased beyond security clearance, she obviously purchased it outside of your security clearance. Now, the other reason why I packed my liquid items in my carry on bag and purse can be explained in the attached letter I mailed to Southwest Airlines regarding my trip to California last year and I got no response whatsoever from this airline. Last year, your security damaged my luggage and damaged the contents of my bags after they carelessly left bottles of liquid astringents/alcohol unscrewed and the plastic bags they were in unzipped whereby my clothes were damaged. So, what is a passenger to do - pack these items for cargo or carry on - either way you go you loose. Also, not one word did you mention about me clearing your security with 2 lighters and 3 books of matches. Now some of those items should have been taken too so what about that which you failed to mention in your response? You are beomg so unfair toward me regarding this incident. Your agency is ripping people off for their personal items bottom line and it has nothing to do with security precautions. The lighters and matches I possessed going through your security was more of a danger than the facial products, perfumes, lotions etc., - that all contained less that 3.5 oz content, this employee took from me. So if you security want to be so picky and efficient, why were those items not taken from me by this employee? It seems like you people are defeating your purpose of keeping our country safe from harm when you have personnel who take items that do not pose a threat and in turn let items - such as lighters and matches clear your security with no
problem whatsoever. I would have been more than happy to give up my lighters and/or matches too - right along with everything else she took had she asked me for them too but she didn't. </DIV> <DIV> </DIV> <DIV>Please don't get me wrong, I honestly do commend TSA because I know this agency is working hard to protect our country. However, it's so obvious you have personnel working for you who are obviously incompetent who definitely need to be reprimanded and/or fired for letting hazards such as lighters and/or matches clear your security like mine did because your employee was more interested in my expensive parfums and lotions. Now I am an American citizen - born and raised in the USA. I'm 59 years old. I know I've stated my age as being 50. That was a typo on my part. I meant to type 59 years old. I'm a senior citizens, on a fixed income and I cannot afford what happened to me through your agency. In fairness to me, I feel your agency should at least reimburse me for my unnecessary loss for this year and last year because Southwest Airlines was not at fault regarding what happened to my luggage and the contents therein. I feel you agency needs to pin point that employee and reprimand her for being incompentent and send her back to training or terminate her for such actions against me - an African American female who posed no threat to this great country of ours. One would think this employee was a racist against African Americans by the way she treated me, I certainly thought so to say the least.</DIV> <DIV><BR><FONT size=2 face=Tahoma> <HR SIZE=1> <B><SPAN style="FONT-WEIGHT: bold">From:</SPAN></B> TSA-ContactCenter <[email protected]><BR><B><SPAN style="FONT-WEIGHT: bold">To:</SPAN></B> (b) (6) <BR><B><SPAN style="FONT-WEIGHT: bold">Sent:</SPAN></B> Wed, August 18, 2010 8:52:07 AM<BR><B><SPAN style="FONT-WEIGHT: bold">Subject:</SPAN></B> Re: TSA Contact Us: Complaints <<#522842-657053#>><BR></FONT><BR> <STYLE type=text/css>p {margin-bottom:0;margin-top:0;}</STYLE> <FONT size=2> <DIV style="WIDTH: 100%; FONT-FAMILY: Arial; WORD-WRAP: break-word; COLOR: #000000"></DIV> <DIV style="WIDTH: 100%; FONT-FAMILY: Arial; WORD-WRAP: break-word; COLOR: #000000"> <P><FONT size=2 face=" Helvetica, sans-serif,Arial">Thank you for your email message regarding your concerns about the consistency of procedures at our Nation's airports. </FONT></P> <P><FONT size=2> </FONT> </P> <P><FONT size=2 face=" Helvetica, sans-serif,Arial">TSA has developed standard screening practices for all of our Nation's airports, and passengers can expect essentially the same procedures. While the procedures are the same everywhere, the interpretation of those procedures results in some slight variations from airport to airport - situation to situation. </FONT></P> <P><FONT size=2> </FONT> </P> <P><FONT size=2 face=" Helvetica, sans-serif,Arial">We work hard to achieve consistency in the security training process. We inspect screening operations at airports and continue to monitor the number and nature of complaints we receive from the traveling public to track trends and spot areas of concern that may require special attention. This ongoing process will enable us to ensure prompt, corrective action whenever we determine that security screening policies need modification or specific employees are the subject of repeated complaints.</FONT> </P> <P> </P> <P><FONT style="FONT-SIZE: 10pt" color=black face=Arial,sans-serif><SPAN>In response to the threat to aviation posed by liquid explosives, TSA has a policy affecting the liquids, gels, and aerosols that passengers can bring through security checkpoints.</SPAN></FONT> </P> <P style="MARGIN: 0in 0in 0pt" class=msonormal><FONT size=2> </FONT> </P> <P style="MARGIN: 0in 0in 0pt" class=msonormal><FONT style="FONT-SIZE: 10pt" color=black face=Arial,sans-serif><SPAN>The policy allows that:</SPAN></FONT> </P> <P style="MARGIN: 0in 0in 0pt" class=msonormal><FONT size=2> </FONT> </P> <P style="MARGIN: 0in 0in 0pt" class=msonormal><FONT style="FONT-SIZE: 10pt" color=black face=Arial,sansserif><SPAN>GÇó Travelers may carry through security checkpoints travel-size toiletries, in containers 3.4 ounces or smaller. All of these must fit comfortably in and be placed in </SPAN></FONT><SPAN><FONT style="FONT-SIZE: 10pt" color=black face=Arial,sans-serif><STRONG>ONE, QUART-SIZE</STRONG></FONT><FONT style="FONT-SIZE: 10pt" color=black face=Arial,sans-serif>, clear plastic, zip-top bag.</FONT></SPAN> </P> <P style="MARGIN: 0in 0in 0pt" class=msonormal><FONT size=2> </FONT> </P> <P style="MARGIN: 0in 0in 0pt" class=msonormal><FONT style="FONT-SIZE: 10pt" color=black face=Arial,sansserif><SPAN>GÇó After clearing security, travelers can now bring onboard aircraft the beverages and other items they purchase in the secured boarding area beyond the security checkpoint. </SPAN></FONT></P> <P style="MARGIN: 0in 0in 0pt" class=msonormal><FONT size=2> </FONT> </P> <P style="MARGIN: 0in 0in 0pt" class=msonormal><FONT style="FONT-SIZE: 10pt" color=black face=Arial,sans-serif><SPAN>At the checkpoint, each traveler is asked to remove his or her zip-top bag of liquids, gels, and aerosols and place it on the conveyor belt. X-raying the items separately allows TSA security officers to more easily examine the declared items. </SPAN></FONT></P> <P style="MARGIN: 0in 0in 0pt" class=msonormal><FONT size=2> </FONT> </P> <P style="MARGIN: 0in 0in 0pt" class=msonormal><FONT style="FONT-SIZE: 10pt" color=black face=Arial,sans-serif><SPAN>Containers larger than 3.4 ounces of prescription liquid medications, baby formula, breast milk, and diabetic glucose treatments are allowed through security checkpoints. These must be declared at the checkpoint for additional screening. If the passenger fails to make this declaration, he or she is unlikely to be allowed to bring the item through the checkpoint, barring extenuating circumstances. Passengers should only carry-on medications that they need to have available during their itinerary. Passengers are permitted to carry non-prescription liquid or gel medications, such as saline solution or KY-Jelly, required for medical necessity. Frozen items are also allowed so long as they are solid and in a GÇ£frozen stateGÇ¥ when presented for screening. If frozen items are partially melted or have any liquid at the bottom of the container, the ice/liquid container must meet 3-1-1 requirements. </SPAN></FONT></P>
<P style="MARGIN: 0in 0in 0pt" class=msonormal><FONT size=2> </FONT> </P> <P style="MARGIN: 0in 0in 0pt" class=msonormal><FONT style="FONT-SIZE: 10pt" color=black face=Arial,sans-serif><SPAN>This security regime applies to all domestic and international flights departing U.S. airports. Travelers should, however, check with transportation security authorities in their country-of-origin for information about security regimes at non-U.S. airports. </SPAN></FONT></P> <P style="MARGIN: 0in 0in 0pt" class=msonormal><FONT size=2> </FONT> </P> <P style="MARGIN: 0in 0in 0pt" class=msonormal><FONT style="FONT-SIZE: 10pt" color=black face=Arial,sans-serif><SPAN>Travel tips to make TSA screening hassle-free:</SPAN></FONT> </P> <P style="MARGIN: 0in 0in 0pt" class=msonormal><FONT size=2> </FONT> </P> <P style="MARGIN: 0in 0in 0pt" class=msonormal><FONT style="FONT-SIZE: 10pt" color=black face=Arial,sansserif><SPAN>GÇó De-clutter your carry-on bag. This lets our Transportation Security Officers get a clear, uncomplicated X-ray image of your carry-on. </SPAN></FONT></P> <P style="MARGIN: 0in 0in 0pt" class=msonormal><FONT size=2> </FONT> </P> <P style="MARGIN: 0in 0in 0pt" class=msonormal><FONT style="FONT-SIZE: 10pt" color=black face=Arial,sansserif><SPAN>GÇó When possible, keep packing liquids in checked baggage. You will get through security faster.</SPAN></FONT> </P> <P style="MARGIN: 0in 0in 0pt" class=msonormal><FONT style="FONT-SIZE: 10pt" color=black face=Arial,sansserif><SPAN> </SPAN></FONT> </P> <P style="MARGIN: 0in 0in 0pt" class=msonormal><FONT style="FONT-SIZE: 10pt" color=black face=Arial,sansserif><SPAN>GÇó Limit quantities to what is needed for the duration of the flight.</SPAN></FONT> </P> <P style="MARGIN: 0in 0in 0pt" class=msonormal><FONT size=2> </FONT> </P> <P style="MARGIN: 0in 0in 0pt" class=msonormal><FONT style="FONT-SIZE: 10pt" color=black face=Arial,sansserif><SPAN>GÇó Items purchased in the secure boarding are for use on the immediate flight. If you must leave the secure boarding area and re-enter through the screening checkpoint, items exceeding 3.4 ounces that are not in the zip-top bag will again be prohibited.</SPAN></FONT> </P> <P style="MARGIN: 0in 0in 0pt" class=msonormal> </P> <P style="MARGIN: 0in 0in 0pt" class=msonormal><FONT style="FONT-SIZE: 10pt" color=black face=Arial,sansserif><SPAN><STRONG>Regardless of whether an item is on the prohibited or permitted items list, the Transportation Security Officers (TSO's) have discretion to prohibit an individual from carrying an item through the screening checkpoint or onboard an aircraft if the item poses a security threat. </STRONG></SPAN></FONT></P> <P><FONT style="FONT-SIZE: 10pt" color=black face=Arial,sans-serif><SPAN><STRONG> </STRONG></SPAN></FONT> </P> <P><FONT color=black size=2 face="Arial, Helvetica, sans-serif"><SPAN><STRONG>Therefore, TSA security screening personnel make the final decision on whether to permit items like this into the sterile area of the airport.</STRONG></SPAN></FONT><SPAN><FONT color=black size=3 face=" Helvetica, sans-serif,Arial"> </FONT></SPAN></P> <P style="MARGIN: 0in 0in 0pt" class=msonormal><FONT size=2> </FONT> </P> <P style="MARGIN: 0in 0in 0pt" class=msonormal><FONT style="FONT-SIZE: 10pt" color=black face=Arial,sans-serif><SPAN>TSAGÇÖs policy on liquids, aerosols and gels originates from the August 10, 2006, arrests in the United Kingdom of extremists who plotted to use liquid explosives to destroy multiple passenger aircraft flying from the United Kingdom to the United States. Since then, experts from around the government, including the FBI and our national labs, conducted extensive explosives testing to get a better understanding of this specific threat. Our policy is intended to enhance security and balance human needs based on our understanding of the threat and security risks associated with liquids, aerosols, and gels. </SPAN></FONT></P> <P style="MARGIN: 0in 0in 0pt" class=msonormal><FONT size=2> </FONT> </P> <P style="MARGIN: 0in 0in 0pt" class=msonormal><FONT style="FONT-SIZE: 10pt" color=black face=Arial,sans-serif><SPAN>TSA encourages you to visit our website at </SPAN></FONT><SPAN><FONT style="FONT-SIZE: 10pt" color=black face=Arial,sans-serif><A href="http://www.tsa.gov/" shape=rect rel=nofollow target=_blank>www.tsa.gov</A></FONT><FONT style="FONT-SIZE: 10pt" color=black face=Arial,sans-serif> for additional information about TSA. We continue to add new information and encourage you to check the website frequently for updated information.</FONT></SPAN> </P> <P><FONT size=2> </FONT> </P> <P><FONT size=2 face=" Helvetica, sans-serif,Arial">We encourage you to check the latest information at </FONT><FONT size=2 face=" Helvetica, sans-serif,Arial"><A href="http://www.tsa.gov/" shape=rect rel=nofollow target=_blank>www.tsa.gov</A></FONT><FONT size=2 face=" Helvetica, sans-serif,Arial">.</FONT> </P> <P><FONT size=2> </FONT> </P> <P><FONT size=2> </FONT> </P> <P><FONT size=2 face=" Helvetica, sans-serif,Arial">TSA Contact Center</FONT><FONT size=2 face=" Helvetica, sans-serif,Arial"><BR clear=none></FONT></P></DIV></FONT><BR><BR><BR></DIV> <DIV style="FONT-FAMILY: times new roman, new york, times, serif; FONT-SIZE: 12pt"> <DIV style="FONT-FAMILY: times new roman, new york, times, serif; FONT-SIZE: 12pt"> <DIV>--- Original Message ---<BR>From: <(b) (6) .net><BR>Received: 8/16/10 1:22:55 PM EDT<BR>To: "TSA Contact Center" <[email protected]><BR>Subject: TSA Contact Us: Complaints<BR><BR>THIS GENERATED EMAIL HAS BEEN SENT FROM http://www.tsa.gov/contact/index.shtm<BR>-----------------------------------------------------------------------------------------------------------<BR>Remote Client IP: (b) (6) <BR>Date Time: 8/15/2010 5:05:27 PM<BR>-----------------------------------------------------------------------------------------------------------<BR><BR> <TABLE style="WIDTH: 750px" border=2 cellSpacing=1 cellPadding=3> <TBODY> <TR> <TD style="TEXT-ALIGN: right; WIDTH: 200px; VERTICAL-ALIGN: top; FONT-WEIGHT: bold">Name:</TD>
<TD>(b) (6) </TD></TR> <TR> <TD style="TEXT-ALIGN: right; WIDTH: 200px; VERTICAL-ALIGN: top; FONT-WEIGHT: bold">Email:</TD> <TD>(b) (6) </TD></TR> <TR> <TD style="TEXT-ALIGN: right; WIDTH: 200px; VERTICAL-ALIGN: top; FONT-WEIGHT: bold">Complaints:</TD> <TD>Items Not Permitted Through the Security Checkpoint</TD></TR> <TR> <TD style="TEXT-ALIGN: right; WIDTH: 200px; VERTICAL-ALIGN: top; FONT-WEIGHT: bold">Flight Info (If applicable. Enter Flight#/Airline/Terminal/Airport/Gate/Etc):</TD> <TD>Ontario, California Airport, Flight #0538, Southwest Airlines, departed at 2:10 pm on August 4, 2010.</TD></TR> <TR> <TD style="TEXT-ALIGN: right; WIDTH: 200px; VERTICAL-ALIGN: top; FONT-WEIGHT: bold">Comments:</TD> <TD>I was unnecessarily harrassed regarding personal items I had placed in a clear plastic bag, the same items that cleared the Oklahoma City, OK, Will Rogers Airport on June 28, 2010. A male employee made me throw away an open bottle of water I was drinking and the weather there was 110 degrees! I was hot and going through menopause and I needed my water. I thought it was okay because when I was leaving the Will Rogers Airport to go to California, I noticed a woman went through security there and she had an open bottle of water she was drinking and they didn't make her throw it away. I was surprised to see that and made a mental note in my mind that it must be okay to clear security with a drink for your flight. This is the reason why I had a bottle of cold water for my trip back home. Security pulled my one bag and purse and a female employee took my bag and purse and pulled me over to the side and rambled through my items. She said I could not take any of my items that were clearly sealed in a 1 gallon clear plastic bag. She started taking my expensive products: White Diamons Elizabeth Taylor Parfume that was less than half full valued at over $200; Le Briser Du DragonCartier Paris Parfums 1.6 fl.oz that was also less than half full valued at $80.00; Bijam eau de parfume 1.7 fl.oz that was about 1/4 full valued at $60.00; Black Currant Vanilla sensual body lotion (Bath & Body) less than 1/4 full 6.7 fl.oz valued at $60.00; Very Sexy for Her-Victoria's Secret Body Lotion 6.7 fl.oz almost gone, valued at $80.00; Bergamont Pressing Oil hair grease that was about half full; She took products I used for my face that I purchased from Yves Rocher (France) ordered out of France: Pure Calmille Toner 3 fl.oz that was alcolol free valued at $15.00, Pure Calmille Purifying Exfoliant 1.7 fl.oz facial scrub also alcohol free that was less that half full. These small and medium size bottles were crystal clear whereby you could see the contents were less than half full or almost gone because I had been using them for almost a month and that's what was left in them after being in California for over a month. I had other facial products that were that were o.5 fl.oz that she also took from me as well as my Riche Creme Grand Soin Regenerant facial night cream that I opened for her to show her it was less than half full when I realized she was taking it too. I told her I paid over $80 for it, it was less than half full, I paid a lot of money for it, please don't take that too. I tried to reason with her about how much money I paid for all the stuff she was taking from me and that I didint' have any problems with these same items clearing the Will Roger's Airport security when I left OKC over a month ago. She had me intears because I can't afford for her to just take my stuff like that with no justifiable cause - the items were just about depleted in use. I was so disappointed, I told her that I wasn't a terrorist, I'm a 50 year old African American woman going through menopause and the fact they had already taken my water was punishment enough for me. She didn't give a rat's behind about my feelings, my health condition or my belongings. She appeared more interested in taking my personal items than she appeared in me because after she took my stuff, I never saw her take my items and throw them away in the big trash can (that was perfectly lined with a very clean trash bag) that the male employee made ME throw my water away in - that was located in front of the area as I cleared the security beam which was a ways from where this female employee took my items. This male employee was very rude to me as he instructed me to throw my water away, along with a small bottle of Witch Hazel facial astringent, an expensive bottle of Iris Noir perfumed body lotion, 1.5 fl.oz valued at $25.00, two medium size bottles of Cutter Mosquito Repellant and SPF Suntan Lotion - all were less than half full. I hesitated to dump these items because I was thinking about how much money I paid for them. They did this to me right at the beginning of my screening then they scanned my bag again and this female called me to the side, along with my bag. I felt like I was being robbed because she was digging all through my purse and bag, taking what ever she desired and I told her she was going to make me miss my plane. She went even slower after I said that. When she finally finished taking what she wanted out of my belongings, I sat down on the floor to put my shoes back on and I observed her take my belongings and set then aside instead of just carrying my items to the one and only trash can they had in the area and dump my stuff in the trash can - the same trash can they made me dump my water in! After I got my shoes on and gathered my two bags, I decided to run to the gate because I felt I probably missed my plane. When I got to the gate, they were already boarding passengers. I panicked because my seat number was classified in the B section and they were boarding the C section. I was fit to be tied - tears and all, due to the way I was treatment by your personnel. I am a Senior Citized, who any one can clearly see - that I was not a terrorist who was going to blow up the plane with parfmue, lotion and non-alcoholic astringents. I would like to be reimbursed for these items that were, as I feel - stolen from me by this female employee because I feel like my expensive items never made it to the trash can that was located up by the security screen and no where near the area this female took my stuff; I feel like she kept my belongings for her personal use - an expensive price for me to pay to say the least.</TD></TR></TBODY></TABLE></DIV><BR><BR>------ TCC Control Number: ------<BR><<#522842657053#>></DIV></DIV></DIV></div> <BR><BR>------ TCC Control Number: ------<BR><<#522842-657053#>></body></html> END RECORD
CONTACT RECORD
EID: 51809955 Contact Type: Contact Date: 2010-08-20 12:13:22 Medium: EMAIL Contact Status: CLOSED Incident Date: Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: (b) (6) Subject: ISSUE, ISSUE, TSA Contact Us: Complaints Body: THIS GENERATED EMAIL HAS BEEN SENT FROM http://www.tsa.gov/contact/index.shtm -----------------------------------------------------------------------------------------------------------Remote Client IP: (b) (6) Date Time: 8/19/2010 10:01:54 AM ------------------------------------------------------------------------------------------------------------
Name: (b) (6) Email: (b) (6) Complaints:Damaged or Missing items in Checked or Carry-on Baggage Flight Info (If applicable. Enter Flight#/Airline/Terminal/Airport/Gate/Etc):DL5495 / Delta / Will Rodgers International / 22 Comments:Dear TSA,
On Aug. 16, 2010 I traveled to Oklahoma City on Delta Airlines through Hartsfield-Jackson Atlanta International Airport. In my suitcase was a Faultless starch spray can (http://www.faultless.com/faultlessstarch.asp). When I traveled to Oklahoma City my bag was not searched but when I traveled back to Atlanta on Aug. 19, 2010 through Will Rodgers International Airport it was. When I got home I noticed that my suitcase had been searched and the can of starch was removed. Inside was a golden slip of paper mentioning about regulations about lighters and matches. Before I traveled I checked your tsa.gov website to see if I could bring the starch can in my suitcase and I cannot see anywhere on your website that this is prohibited. I would like a clear answer and hazardous regulation that shows I cannot carry this in my suitcase. Thanks Agent Notes: PROHIBITED ITEMS -NOT RETRIEVABLE PROHIBITED ITEMS -NOT RETRIEVABLE, Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) 8/20/2010 12:13:22 PM,(b) (6) 8/20/2010 12:14:50 PM, Last Update Date: Opening Agent: Opened Date: 8/19/2010 5:23:48 PM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, ATL Atlanta, GA, USA - Hartsfield International, Airline: Delta Air Lines -¬Delta Air Lines -¬, Subject Category: Voluntarily Abandoned Property- Retrieving Abandoned/Confiscated Items - Voluntarily Abandoned PropertyRetrieving Abandoned/Confiscated Items
Interaction Type: COMPLAINT Response Email: From: Prior Vendor To: (b) (6) Subject: Re: TSA Contact Us: Complaints <<#524603-659014#>> Body: <html><head><style type="text/css">p {margin-bottom: 0; margin-top: 0;}</style></head><body bgcolor="#ffffff" style="background: #ffffff"> <font size="2"><div style="width:100%;word-wrap:break-word;font-family: Arial;color: #000000;"><P><SPAN><FONT style="FONT-SIZE: 10pt" color=black face=Arial,sans-serif>Thank you for your e-mail to the Transportation Security Administration (TSA) regarding the retrieval of prohibited items. </FONT></SPAN></P> <P><SPAN><FONT style="FONT-SIZE: 10pt" color=black face=Arial,sans-serif> </FONT></SPAN> </P> <P><SPAN><FONT style="FONT-SIZE: 10pt" color=black face=Arial,sans-serif>Unfortunately, there are no provisions for returning prohibited items. </FONT></SPAN><SPAN><FONT style="FONT-SIZE: 10pt" color=black face=Arial,sans-serif>Federal agencies follow specific procedures when disposing of excess personal property, including voluntarily abandoned property. Excess personal property means any personal property under the control of any Federal agency that is no longer required for that agencyGÇÖs needs, as determined by the agency head or designee. In general, when a Federal agency determines that it has excess personal property it reports the excess to GSA, which then determines whether there are any Federal requirements for this property. If not, the property becomes surplus property and is available for donation to State and non-Federal activities. TSA does not sell property. The law requires that surplus personal property be distributed to eligible recipients by an agency established by each State for this purpose, the State Agency for Surplus Property (SASP).</FONT></SPAN> </P> <P><SPAN><FONT style="FONT-SIZE: 10pt" color=black face=Arial,sans-serif> </FONT></SPAN> </P> <P><SPAN><FONT style="FONT-SIZE: 10pt" color=black face=Arial,sans-serif>If the property has no commercial value or the estimated cost of its continued care and handling would exceed the estimated proceeds from its sale, it may be destroyed or donated to public bodies. A public body is GÇ£any department, agency, special purpose district, or other instrumentality of a State or local government.GÇ¥ GSA, like other Federal entities, qualifies as a public body and, consequently, is eligible to receive property via donation. </FONT></SPAN></P> <P><SPAN><FONT style="FONT-SIZE: 10pt" color=black face=Arial,sans-serif> </FONT></SPAN> </P> <P><SPAN><FONT style="FONT-SIZE: 10pt" color=black face=Arial,sans-serif>Public body recipients of donated property often sell the items through a variety of means. GSA generally sells this property at public auction. SASPs also sell property at public auction or through other activities, including eBay. Private individuals often purchase the voluntarily abandoned property at public auction and then resell it through eBay or other means. </FONT></SPAN></P> <P><SPAN><FONT style="FONT-SIZE: 10pt" color=black face=Arial,sans-serif> </FONT></SPAN> </P> <P><SPAN><FONT style="FONT-SIZE: 10pt" color=black face=Arial,sans-serif>For more information on contacting your local SASP representative, visit GSAGÇÖs website at </FONT><A href="http://www.gsa.gov/sasp" shape=rect><FONT style="FONT-SIZE: 10pt" color=black face=Arial,sans-serif>www.gsa.gov/sasp</FONT></A><FONT style="FONT-SIZE: 10pt" color=black face=Arial,sansserif>. </FONT></SPAN></P> <P><SPAN><FONT style="FONT-SIZE: 10pt" color=black face=Arial,sans-serif> </FONT></SPAN> </P> <P><SPAN><FONT style="FONT-SIZE: 10pt" color=black face=Arial,sans-serif>We hope this information was helpful. </FONT></SPAN></P> <P><SPAN><FONT style="FONT-SIZE: 10pt" color=black face=Arial,sans-serif> </FONT></SPAN> </P> <P><SPAN><FONT style="FONT-SIZE: 10pt" color=black face=Arial,sans-serif> </FONT></SPAN> </P> <P><SPAN><FONT style="FONT-SIZE: 10pt" color=black face=Arial,sans-serif>TSA Contact Center</FONT></SPAN> </P> <P> </P></div> </font><br /> <br><br><div>--- Original Message ---<BR>From: <(b) (6) ><BR>Received: 8/19/10 5:23:48 PM EDT<BR>To: "TSA Contact Center" <[email protected]><BR>Subject: TSA Contact Us: Complaints<BR><BR>THIS GENERATED EMAIL HAS BEEN SENT FROM http://www.tsa.gov/contact/index.shtm<BR>-----------------------------------------------------------------------------------------------------------<BR>Remote Client IP: (b) (6) <BR>Date Time: 8/19/2010 10:01:54 AM<BR>-----------------------------------------------------------------------------------------------------------<BR><BR> <TABLE style="WIDTH: 750px" border=2 cellSpacing=1 cellPadding=3> <TBODY> <TR> <TD style="TEXT-ALIGN: right; WIDTH: 200px; VERTICAL-ALIGN: top; FONT-WEIGHT: bold">Name:</TD> <TD>(b) (6) </TD></TR> <TR> <TD style="TEXT-ALIGN: right; WIDTH: 200px; VERTICAL-ALIGN: top; FONT-WEIGHT: bold">Email:</TD> <TD>(b) (6) </TD></TR> <TR> <TD style="TEXT-ALIGN: right; WIDTH: 200px; VERTICAL-ALIGN: top; FONT-WEIGHT: bold">Complaints:</TD> <TD>Damaged or Missing items in Checked or Carry-on Baggage</TD></TR> <TR> <TD style="TEXT-ALIGN: right; WIDTH: 200px; VERTICAL-ALIGN: top; FONT-WEIGHT: bold">Flight Info (If applicable. Enter Flight#/Airline/Terminal/Airport/Gate/Etc):</TD>
<TD>DL5495 / Delta / Will Rodgers International / 22</TD></TR> <TR> <TD style="TEXT-ALIGN: right; WIDTH: 200px; VERTICAL-ALIGN: top; FONT-WEIGHT: bold">Comments:</TD> <TD>Dear TSA,<BR><BR><BR><BR>On Aug. 16, 2010 I traveled to Oklahoma City on Delta Airlines through Hartsfield-Jackson Atlanta International Airport. In my suitcase was a Faultless starch spray can (http://www.faultless.com/faultlessstarch.asp). When I traveled to Oklahoma City my bag was not searched but when I traveled back to Atlanta on Aug. 19, 2010 through Will Rodgers International Airport it was. When I got home I noticed that my suitcase had been searched and the can of starch was removed. Inside was a golden slip of paper mentioning about regulations about lighters and matches. <BR>Before I traveled I checked your tsa.gov website to see if I could bring the starch can in my suitcase and I cannot see anywhere on your website that this is prohibited. I would like a clear answer and hazardous regulation that shows I cannot carry this in my suitcase.<BR><BR>Thanks</TD></TR></TBODY></TABLE></div> <BR><BR>------ TCC Control Number: ------<BR><<#524603-659014#>></body></html> END RECORD
CONTACT RECORD
EID: 51813263 Contact Type: Contact Date: 2010-08-24 09:33:55 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2010-08-23 17:00:00 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: (b) (6) Contact Address 2: Contact City: (b) (6) Contact State: (b) (6) Contact Zip: (b) (6) Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Caller said that her baggage zipper is damaged and there was no lock on her bag. Caller said that there was a NOI in her bag. Body: Agent Notes: Provided caller with information on the claims process, and SF-95 mailed on 8/25/10. Provided caller with information on the claims process, and SF-95 mailed on 8/25/10. Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) 8/24/2010 9:37:34 AM, Last Update Date: Opening Agent: Opened Date: 8/24/2010 9:33:55 AM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, DFW Dallas/Ft Worth, TX, USA - Dallas Ft Worth International, BDL Hartford, CT, USA - Bradley International Airport, Airline: American Airlines -¬American Airlines -¬, Subject Category: Claim Form Requests-Checked Bag - Claim Form Requests-Checked Bag Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 51815931 Contact Type: Contact Date: 2010-08-25 18:40:40 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2010-08-24 16:15:00 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: (b) (6) Contact Address 2: Contact City: (b) (6) Contact State: (b) (6) Contact Zip: (b) (6) Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Caller wants to report that their TSA accepted lock is missing after traveling through (OKC). SF-95 form mailed on (August 26,2010). Body: Agent Notes: SF-95 form mailed on (August 26,2010). SF-95 form mailed on (August 26,2010). NOI-yes Flight# 172 Terminal Gate# 16 Baggage Tag# OKCT814495 Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) 8/25/2010 6:55:51 PM, Last Update Date: Opening Agent: Opened Date: 8/25/2010 6:40:40 PM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, PHX Phoenix, AZ, USA - Sky Harbor International Airport, Airline: Southwest AirlinesSouthwest Airlines, Subject Category: TSA Accepted Locks - Missing or Damaged - TSA Accepted Locks - Missing or Damaged Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 51820803 Contact Type: Contact Date: 2010-08-30 15:02:44 Medium: EMAIL Contact Status: CLOSED Incident Date: Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: (b) (6) Subject: ISSUE, TSA Contact Us: Complaints Body: THIS GENERATED EMAIL HAS BEEN SENT FROM http://www.tsa.gov/contact/index.shtm -----------------------------------------------------------------------------------------------------------Remote Client IP: (b) (6) Date Time: 8/29/2010 8:08:20 PM ------------------------------------------------------------------------------------------------------------
Name: (b) (6) Email: (b) (6) Complaints:Inconsistent Screening (Different Practices between Airports) Flight Info (If applicable. Enter Flight#/Airline/Terminal/Airport/Gate/Etc):Oklahoma City Comments:I am a Flight Attendant and was with my Crew going through security on Saturday August 28, 2010 at approximately 11:45 am. I had a 10 inch netbook in my luggage cushioned between my clothes. They asked me about it and I said it is a netbook and does not have to be taken out. The lady proceded with taking my luggage out of my view. As I stood waiting I said I never have to take it out, because it is allowed. I was getting concerned that we (Crew) were going to be late, as they were waiting for me. She brought my luggage and I proceded to gate. When we arrived at our overnight destination and I opened my luggage I saw that she did not put it back where it was between my clothes to cushion it. She laid it on top where possibly it could have been damaged. At certain airports I have seen signs that specify netbooks do not have to be taken out. There needs to be consistentsy Agent Notes: Consistency @ Airports Response Consistency @ Airports Response, Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) 8/30/2010 3:02:44 PM,(b) (6) 8/30/2010 3:03:34 PM, Last Update Date: Opening Agent: Opened Date: 8/30/2010 10:37:37 AM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, Airline: Subject Category: Inconsistent Screening- Different Practices Between Airports - Inconsistent Screening- Different Practices Between Airports Interaction Type: COMPLAINT Response Email: From: Prior Vendor To:(b) (6) Subject: Re: TSA Contact Us: Complaints <<#528633-663582#>>
Body: <html><head><style type="text/css">p {margin-bottom: 0; margin-top: 0;}</style></head><body bgcolor="#ffffff" style="background: #ffffff"> <font size="2"><div style="width:100%;word-wrap:break-word;font-family: Arial;color: #000000;"><P><FONT face=" Helvetica, sansserif,Arial">Thank you for your email message regarding your concerns about the consistency of procedures at our Nation's airports. </FONT></P> <P> </P> <P><FONT face=" Helvetica, sans-serif,Arial">The Transportation Security Administration (TSA) has developed standard screening practices for all of our Nation's airports, and passengers can expect essentially the same procedures. While the procedures are the same everywhere, the interpretation of those procedures results in some slight variations from airport to airport - situation to situation. </FONT></P> <P> </P> <P><FONT face=" Helvetica, sans-serif,Arial">We work hard to achieve consistency in the security training process. We inspect screening operations at airports and continue to monitor the number and nature of complaints we receive from the traveling public to track trends and spot areas of concern that may require special attention. This ongoing process will enable us to ensure prompt, corrective action whenever we determine that security screening policies need modification or specific employees are the subject of repeated complaints.</FONT> </P> <P> </P> <P><FONT face=" Helvetica, sans-serif,Arial">We encourage you to check the latest information at </FONT><FONT face=" Helvetica, sans-serif,Arial"><A href="http://www.tsa.gov/" shape=rect>www.tsa.gov</A></FONT><FONT face=" Helvetica, sansserif,Arial">.</FONT> </P> <P> </P> <P> </P> <P><FONT face=" Helvetica, sans-serif,Arial">TSA Contact Center</FONT><FONT face=" Helvetica, sans-serif,Arial"><BR clear=none></FONT></P></div> </font><br /> <br><br><div>--- Original Message ---<BR>From: <(b) (6) ><BR>Received: 8/30/10 10:37:36 AM EDT<BR>To: "TSA Contact Center" <[email protected]><BR>Subject: TSA Contact Us: Complaints<BR><BR>THIS GENERATED EMAIL HAS BEEN SENT FROM http://www.tsa.gov/contact/index.shtm<BR>-----------------------------------------------------------------------------------------------------------<BR>Remote Client IP: (b) (6) <BR>Date Time: 8/29/2010 8:08:20 PM<BR>-----------------------------------------------------------------------------------------------------------<BR><BR> <TABLE style="WIDTH: 750px" border=2 cellSpacing=1 cellPadding=3> <TBODY> <TR> <TD style="TEXT-ALIGN: right; WIDTH: 200px; VERTICAL-ALIGN: top; FONT-WEIGHT: bold">Name:</TD> <TD>(b) (6) </TD></TR> <TR> <TD style="TEXT-ALIGN: right; WIDTH: 200px; VERTICAL-ALIGN: top; FONT-WEIGHT: bold">Email:</TD> <TD(b) (6) </TD></TR> <TR> <TD style="TEXT-ALIGN: right; WIDTH: 200px; VERTICAL-ALIGN: top; FONT-WEIGHT: bold">Complaints:</TD> <TD>Inconsistent Screening (Different Practices between Airports)</TD></TR> <TR> <TD style="TEXT-ALIGN: right; WIDTH: 200px; VERTICAL-ALIGN: top; FONT-WEIGHT: bold">Flight Info (If applicable. Enter Flight#/Airline/Terminal/Airport/Gate/Etc):</TD> <TD>Oklahoma City</TD></TR> <TR> <TD style="TEXT-ALIGN: right; WIDTH: 200px; VERTICAL-ALIGN: top; FONT-WEIGHT: bold">Comments:</TD> <TD>I am a Flight Attendant and was with my Crew going through security on Saturday August 28, 2010 at approximately 11:45 am. I had a 10 inch netbook in my luggage cushioned between my clothes. They asked me about it and I said it is a netbook and does not have to be taken out. The lady proceded with taking my luggage out of my view. As I stood waiting I said I never have to take it out, because it is allowed. I was getting concerned that we (Crew) were going to be late, as they were waiting for me. She brought my luggage and I proceded to gate. When we arrived at our overnight destination and I opened my luggage I saw that she did not put it back where it was between my clothes to cushion it. She laid it on top where possibly it could have been damaged. At certain airports I have seen signs that specify netbooks do not have to be taken out. There needs to be consistentsy.</TD></TR></TBODY></TABLE></div> <BR><BR>------ TCC Control Number: ------<BR><<#528633-663582#>></body></html> END RECORD
CONTACT RECORD
EID: 51826364 Contact Type: Contact Date: 2010-09-03 09:54:11 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2010-08-24 00:00:00 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: (b) (6) found a NOI however, TSA screeners left a bag of clothes,blanket and new socks that are not hers. Body: Agent Notes: Advised caller to discart the items. Explained the person who own these items will evetually call TSA and file a claim. Advised caller to discart the items. Explained the person who own these items will evetually call TSA and file a claim. Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) 9/3/2010 9:59:36 AM, Last Update Date: Opening Agent: Opened Date: 9/3/2010 9:54:11 AM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, Airline: Delta Air Lines -¬Delta Air Lines -¬, Subject Category: Mishandling of Passengers Property - Disarrayed Carry-on/Checked Baggage - Mishandling of Passengers Property Disarrayed Carry-on/Checked Baggage Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 51828106 Contact Type: Contact Date: 2010-09-06 13:01:17 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2010-09-05 14:30:00 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1:(b) (6) Contact Address 2: Contact City: (b) (6) Contact State: (b) (6) Contact Zip: (b) (6) Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Caller reported that the zipper was damaged on her checked luggage after traveling through OKC. No NOI inside luggage. Body: Agent Notes: Provided caller with information on the claims process, and SF-95 mailed on (9/7/2010). Provided caller with information on the claims process, and SF-95 mailed on (9/7/2010). Initial departure: SDF, Thursday 5:00 pm, caller is not sure in which airport the damaged occurred. Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) 9/6/2010 1:21:35 PM, Last Update Date: Opening Agent: Opened Date: 9/6/2010 1:01:17 PM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, SDF Louisville, KY, USA - Standiford Field, Airline: Delta Air Lines -¬Delta Air Lines -¬, Subject Category: Claim Form Requests-Checked Bag - Claim Form Requests-Checked Bag Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 51828611 Contact Type: Contact Date: 2010-09-06 17:44:17 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2010-09-06 17:50:00 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Items ( hair dryer, flat iron ) damaged in checked bag @ (OKC ). Body: Agent Notes: Provided caller with information on the claims process, and provided website for claim form. Provided caller with information on the claims process, and provided website for claim form. Caller found NOI. Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) 9/6/2010 5:51:58 PM, Last Update Date: Opening Agent: Opened Date: 9/6/2010 5:44:17 PM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, ORD Chicago, IL, USA - O'hare International Airport, FAR Fargo, ND, USA - Hector Airport, Airline: American Airlines -¬American Airlines -¬, Subject Category: Claim Form Requests-Checked Bag - Claim Form Requests-Checked Bag Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 51830153 Contact Type: Contact Date: 2010-09-07 18:21:02 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2010-09-04 15:29:00 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: (b) (6) Contact Address 2: Contact City: (b) (6) Contact State: (b) (6) Contact Zip: (b) (6) Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Items ( 3 dvd ) missing from checked bag@ OKC. Body: Agent Notes: Provided Lost and Found information to caller and SF-95 form mailed on (09/08/10) Provided Lost and Found information to caller and SF-95 form mailed on (09/08/10) No NOI. Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) 9/7/2010 6:26:37 PM, Last Update Date: Opening Agent: Opened Date: 9/7/2010 6:21:02 PM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, DEN Denver, CO, USA - Denver International, SEA Seattle, WA, USA - Seattle Tacoma Intl Airport, Airline: Frontier Airlines (present)Frontier Airlines (present), Subject Category: Claim Form Requests - Missing items from Checked Baggage - Claim Form Requests - Missing items from Checked Baggage Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 51830569 Contact Type: Contact Date: 2010-09-08 09:28:21 Medium: EMAIL Contact Status: CLOSED Incident Date: Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: (b) (6) Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: (b) (6) Subject: ISSUE, TSA Contact Us: Complaints Body: THIS GENERATED EMAIL HAS BEEN SENT FROM http://www.tsa.gov/contact/index.shtm -----------------------------------------------------------------------------------------------------------Remote Client IP: (b) (6) Date Time: 9/6/2010 3:10:43 PM ------------------------------------------------------------------------------------------------------------
Name: (b) (6) Email: (b) (6) Complaints:Damaged or Missing items in Checked or Carry-on Baggage Flight Info (If applicable. Enter Flight#/Airline/Terminal/Airport/Gate/Etc):Date: Sept 5, 2010 Flight #: DL4791 and/or DL4791 Class: U Depart: Oklahoma City and/or Salt Lake City Destin: Salt Lake City and/or Seattle Skymiles #: 6203047243 Comments:Sometime between the hotel in Stillwater, OK and arriving in Seattle I lost my iPod Touch. I have contacted the hotel in Stillwater, and they have not found anything yet (as of Sept. 6th) and they cleaned the room yesterday (Sept. 5th). When I received my bag from baggage claim, there was a barcode sticker on top of it. The number was, 9006DL01B091. Thanks so much for the help! Agent Notes: Retrieve Items & Claims Response Retrieve Items & Claims Response, Included OKC lost and found number in response. Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) 9/8/2010 9:28:21 AM,(b) (6) 9/8/2010 9:49:13 AM,(b) (6) 9/8/2010 9:49:24 AM, Last Update Date: Opening Agent: Opened Date: 9/7/2010 1:02:25 PM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, SLC Salt Lake City, UT, USA - Salt Lake City International Arpt, SEA Seattle, WA, USA - Seattle Tacoma Intl Airport, Airline: Delta Air Lines -¬Delta Air Lines -¬, Subject Category: Claim Form Requests - Missing items from Checked Baggage - Claim Form Requests - Missing items from Checked Baggage Interaction Type: COMPLAINT
Response Email: From: Prior Vendor To: (b) (6) Subject: Re: TSA Contact Us: Complaints <<#531583-666884#>> Body: <html><head><style type="text/css">p {margin-bottom: 0; margin-top: 0;}</style></head><body bgcolor="#ffffff" style="background: #ffffff"> <font size="2"><div style="width:100%;word-wrap:break-word;font-family: Arial;color: #000000;"><P>Thank you for your email message regarding the retrieval of missing items. <BR clear=none> <BR clear=none>Each airport establishes procedures for handling lost and found items. The Transportation Security Administration (TSA) follows those procedures where they exist. The airports in those instances are responsible for holding and disposing items under applicable local laws. In an airport where no policy exists, found articles are collected, stored, and disposed of under General Services Administration rules. TSA is unable to identify and return all items, but may be able to locate and return items on a case-by-case basis. <EM><STRONG>We suggest you contact the airport (OKC) where your items were lost at 405-680-3233.</STRONG></EM><BR clear=none> <BR clear=none>We work very hard to achieve consistency in the security processes. As we inspect screening operations at airports and receive feedback from the traveling public, we address inconsistencies and ensure corrective actions are taken, when necessary. We will continue to do all that we can to inspect screening operations and provide written procedures and training to specify how the process is to be applied.<BR clear=none> <BR clear=none>To file a claim, fill out the attached Standard Form 95 (claim form) in accordance with the instructions, and return it to the address in box #1. Please be sure to follow the instructions carefully, and to fill out the claim form completely. While use of the form is not mandatory, it will help you ensure that you meet the legal requirements for filing a claim. If you decide to file a claim, it will be processed in accordance with the Federal Tort Claims Act.<BR clear=none> <BR clear=none>Once the Claims Management Office has received your claim form, you will be sent a letter of acknowledgement and a claim number. You should keep the claim number for future reference when inquiring about your claim. TSA will try to resolve your claim as quickly as possible, but it may need time to make a further investigation of the facts. If TSA denies your claim, or has not finally resolved it within 6 months after you have filed it, you may have a right to bring your claim to court. <BR clear=none> <BR clear=none>You can also access claim forms online at the TSAGÇÖs Claims Management OfficeGÇÖs website at <A href="http://www.tsa.gov/travelers/customer/claims/index.shtm" shape=rect>www.tsa.gov/travelers/customer/claims/index.shtm</A>. This website also has information related to filing a claim, checking the status of a claim, and other claim-related issues. You can also access this website by clicking on the Claims Management Office link in the GÇ£Resource CenterGÇ¥ on TSAGÇÖs homepage at <A href="http://www.tsa.gov/" shape=rect>www.tsa.gov</A>. If you have additional questions related to the claims process, please contact the Claims Management Office at <A href="mailto:[email protected]" shape=rect>[email protected]</A>. <BR clear=none> <BR clear=none>TSA Contact Center<BR clear=none></P></div> </font><br /> <br><br><div>--- Original Message ---<BR>From: <(b) (6) ><BR>Received: 9/7/10 1:02:25 PM EDT<BR>To: "TSA Contact Center" <[email protected]><BR>Subject: TSA Contact Us: Complaints<BR><BR>THIS GENERATED EMAIL HAS BEEN SENT FROM http://www.tsa.gov/contact/index.shtm<BR>-----------------------------------------------------------------------------------------------------------<BR>Remote Client IP: (b) (6) <BR>Date Time: 9/6/2010 3:10:43 PM<BR>-----------------------------------------------------------------------------------------------------------<BR><BR> <TABLE style="WIDTH: 750px" border=2 cellSpacing=1 cellPadding=3> <TBODY> <TR> <TD style="TEXT-ALIGN: right; WIDTH: 200px; VERTICAL-ALIGN: top; FONT-WEIGHT: bold">Name:</TD> <TD>(b) (6) </TD></TR> <TR> <TD style="TEXT-ALIGN: right; WIDTH: 200px; VERTICAL-ALIGN: top; FONT-WEIGHT: bold">Email:</TD> <TD>(b) (6) </TD></TR> <TR> <TD style="TEXT-ALIGN: right; WIDTH: 200px; VERTICAL-ALIGN: top; FONT-WEIGHT: bold">Complaints:</TD> <TD>Damaged or Missing items in Checked or Carry-on Baggage</TD></TR> <TR> <TD style="TEXT-ALIGN: right; WIDTH: 200px; VERTICAL-ALIGN: top; FONT-WEIGHT: bold">Flight Info (If applicable. Enter Flight#/Airline/Terminal/Airport/Gate/Etc):</TD> <TD>Date: Sept 5, 2010<BR>Flight #: DL4791 and/or DL4791<BR>Class: U<BR>Depart: Oklahoma City and/or Salt Lake City<BR>Destin: Salt Lake City and/or Seattle<BR>Skymiles #: 6203047243</TD></TR> <TR> <TD style="TEXT-ALIGN: right; WIDTH: 200px; VERTICAL-ALIGN: top; FONT-WEIGHT: bold">Comments:</TD> <TD>Sometime between the hotel in Stillwater, OK and arriving in Seattle I lost my iPod Touch. I have contacted the hotel in Stillwater, and they have not found anything yet (as of Sept. 6th) and they cleaned the room yesterday (Sept. 5th). When I received my bag from baggage claim, there was a barcode sticker on top of it. The number was, 9006DL01B091.<BR><BR>Thanks so much for the help!</TD></TR></TBODY></TABLE></div> <BR><BR>------ TCC Control Number: ------<BR><<#531583-666884#>></body></html> END RECORD
CONTACT RECORD
EID: 51830729 Contact Type: Contact Date: 2010-09-08 10:36:27 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2010-09-02 12:20:00 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: (b) (6) Contact Address 2: Contact City: (b) (6) Contact State: (b) (6) Contact Zip: (b) (6) Contact Country: (b) (6) Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Items (clothes, 2 laptops, deoderant, ballcap, bra, bathing suit, makeup, bracelet) missing from checked bag@ OKC. Enter date claim form was mailed., 9/2/2010 Body: Agent Notes: Provided Lost and Found information to caller and SF-95 form mailed on (9/2/2010) Provided Lost and Found information to caller and SF-95 form mailed on (9/2/2010) NOI in checked bag. Provided caller with the number to OKC. Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) 9/8/2010 10:43:08 AM, Last Update Date: Opening Agent: Opened Date: 9/8/2010 10:36:27 AM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, Airline: United Airlines -¬United Airlines -¬, American Airlines -¬, Subject Category: Claim Form Requests - Missing items from Checked Baggage - Claim Form Requests - Missing items from Checked Baggage Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 51831694 Contact Type: Contact Date: 2010-09-08 17:13:50 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2010-08-20 05:28:00 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: (b) (6) found a NOI however,she wanted to report that items were not re-packed properly in carryon or checked luggage after screening at OKC. Nothing was damaged or missing. Body: Agent Notes: Apologized to caller and advised caller we would note issue for review. Apologized to caller and advised caller we would note issue for review. Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) 9/8/2010 5:17:03 PM, Last Update Date: Opening Agent: Opened Date: 9/8/2010 5:13:50 PM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, Airline: Southwest AirlinesSouthwest Airlines, Subject Category: Mishandling of Passengers Property - Disarrayed Carry-on/Checked Baggage - Mishandling of Passengers Property Disarrayed Carry-on/Checked Baggage Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 51832170 Contact Type: Contact Date: 2010-09-09 10:17:32 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2010-09-04 11:37:00 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Items (rescue rop, 3 caribeners, mounting straps, edge protector(rescue gear)) is missing from checked bag @ OKC. Caller stated that these items was placed in an open top canvas bag with bubble wrapp. Body: Agent Notes: Provided Lost and Found information to caller and advised caller how to file a claim. Provided Lost and Found information to caller and advised caller how to file a claim. NOI was not located in luggage
Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Opening Agent: Opened Date: 9/9/2010 10:17:32 AM Linked Event IDs:
9/9/2010 10:24:58 AM,
Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, Airline: Southwest AirlinesSouthwest Airlines, Subject Category: Claim Form Requests - Missing items from Checked Baggage - Claim Form Requests - Missing items from Checked Baggage Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 51832832 Contact Type: Contact Date: 2010-09-09 14:29:10 Medium: EMAIL Contact Status: CLOSED Incident Date: Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: (b) (6) Subject: ISSUE, TSA Contact Us: Complaints Body: THIS GENERATED EMAIL HAS BEEN SENT FROM http://www.tsa.gov/contact/index.shtm -----------------------------------------------------------------------------------------------------------Remote Client IP: (b) (6) Date Time: 9/8/2010 5:10:24 PM ------------------------------------------------------------------------------------------------------------
Name: (b) (6) Email: (b) (6) Complaints:Damaged or Missing items in Checked or Carry-on Baggage Flight Info (If applicable. Enter Flight#/Airline/Terminal/Airport/Gate/Etc):The flight numbers: 6579; 723. 6579 was Oklahoma City-Denver the flight 723 was Denver to San Jose, CA. Comments:We received damage due to inspection of my sons bag. Also have a complaint of inspection in one of our other bags and the agent did not reseal the the plastic bag several items were in that could have spilled out and caused damage to the second suitcase. The main issue we have that damaged a complete suitcase was when a agent opened our sons bag and checked the formula container and then did not reseal the bag properly and due to this the full container proceeded to completely empty out in the suitcase and completely destroying the suitcase. Then had to proceed and clean $150 cowboys and clothing due to this accident that was due to agent not taking the time to make sure the bag and container were properly sealed Agent Notes: General Complaint w/Claim Response General Complaint w/Claim Response, Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) 9/9/2010 2:29:10 PM,(b) (6) 9/9/2010 2:30:39 PM, Last Update Date: Opening Agent: Opened Date: 9/8/2010 7:00:56 PM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, DEN Denver, CO, USA - Denver International, SJC San Jose, CA, USA - San Jose International Airport, Airline: Subject Category: Claim Form Requests-Checked Bag - Claim Form Requests-Checked Bag Interaction Type: COMPLAINT Response Email: From: Prior Vendor To: (b) (6) Subject: Re: TSA Contact Us: Complaints <<#532553-668063#>>
Body: <html><head><style type="text/css">p {margin-bottom: 0; margin-top: 0;}</style></head><body bgcolor="#ffffff" style="background: #ffffff"> <font size="2"><div style="width:100%;word-wrap:break-word;font-family: Arial;color: #000000;"><P>Thank you for your e-mail concerning your travel experience. <BR clear=none> <BR clear=none>Enhanced security measures require that all checked baggage undergo some form of screening for prohibited items. Physical search of the luggage is required to clear every alarm. Transportation Security Administration (TSA) screeners should exercise great care during the screening process to ensure that passengers' belongings are returned and not damaged when a bag needs to be opened. We regret if these high standards were not met.<BR clear=none> <BR clear=none>We monitor the number and nature of complaints we receive to track trends and spot areas of concern that may require special attention. This ongoing process will enable us to ensure prompt, corrective action whenever we determine that security screening policies need modification or specific employees or screener teams are the subject of repeated complaints.<BR clear=none> <BR clear=none>TSA is responsible for reviewing all claims relating to the screening of passengers and their baggage. To protect your rights under federal law and to file a valid claim, you must send your claim in writing to TSA, stating the circumstances of the loss and the exact amount you are claiming (fair market value of lost or destroyed property, reasonable cost of repair for damaged property), within 2 years after your claim accrued. The claim must be signed by you or your authorized representative (e.g., an attorney or other personal representative with appropriate proof of authority). <BR clear=none> <BR clear=none>To file a claim, fill out the attached Standard Form 95 (claim form) in accordance with the instructions, and return it to the address in box #1. Please be sure to follow the instructions carefully, and to fill out the claim form completely. While use of the form is not mandatory, it will help you ensure that you meet the legal requirements for filing a claim. If you decide to file a claim, it will be processed in accordance with the Federal Tort Claims Act.<BR clear=none> <BR clear=none>Once the Claims Management Office has received your claim form, you will be sent a letter of acknowledgement and a claim number. You should keep the claim number for future reference when inquiring about your claim. TSA will try to resolve your claim as quickly as possible, but it may need time to make a further investigation of the facts. If TSA denies your claim, or has not finally resolved it within 6 months after you have filed it, you may have a right to bring your claim to court. <BR clear=none> <BR clear=none>You can also access claim forms online at the TSAGÇÖs Claims Management OfficeGÇÖs website at <A href="http://www.tsa.gov/travelers/customer/claims/index.shtm" shape=rect>www.tsa.gov/travelers/customer/claims/index.shtm</A>. This website also has information related to filing a claim, checking the status of a claim, and other claim-related issues. You can also access this website by clicking on the Claims Management Office link in the GÇ£Resource CenterGÇ¥ on TSAGÇÖs homepage at <A href="http://www.tsa.gov/" shape=rect>www.tsa.gov</A>. If you have additional questions related to the claims process, please contact the Claims Management Office at <A href="mailto:[email protected]" shape=rect>[email protected]</A>. </P> <P> </P> <P>TSA Contact Center<BR clear=none></P></div> </font><br /> <br><br><div>--- Original Message ---<BR>From: <(b) (6) ><BR>Received: 9/8/10 7:01:06 PM EDT<BR>To: "TSA Contact Center" <[email protected]><BR>Subject: TSA Contact Us: Complaints<BR><BR>THIS GENERATED EMAIL HAS BEEN SENT FROM http://www.tsa.gov/contact/index.shtm<BR>-----------------------------------------------------------------------------------------------------------<BR>Remote Client IP: (b) (6) <BR>Date Time: 9/8/2010 5:10:24 PM<BR>-----------------------------------------------------------------------------------------------------------<BR><BR> <TABLE style="WIDTH: 750px" border=2 cellSpacing=1 cellPadding=3> <TBODY> <TR> <TD style="TEXT-ALIGN: right; WIDTH: 200px; VERTICAL-ALIGN: top; FONT-WEIGHT: bold">Name:</TD> <TD>(b) (6) </TD></TR> <TR> <TD style="TEXT-ALIGN: right; WIDTH: 200px; VERTICAL-ALIGN: top; FONT-WEIGHT: bold">Email:</TD> <TD>(b) (6) </TD></TR> <TR> <TD style="TEXT-ALIGN: right; WIDTH: 200px; VERTICAL-ALIGN: top; FONT-WEIGHT: bold">Complaints:</TD> <TD>Damaged or Missing items in Checked or Carry-on Baggage</TD></TR> <TR> <TD style="TEXT-ALIGN: right; WIDTH: 200px; VERTICAL-ALIGN: top; FONT-WEIGHT: bold">Flight Info (If applicable. Enter Flight#/Airline/Terminal/Airport/Gate/Etc):</TD> <TD>The flight numbers: 6579; 723. 6579 was Oklahoma City-Denver the flight 723 was Denver to San Jose, CA.</TD></TR> <TR> <TD style="TEXT-ALIGN: right; WIDTH: 200px; VERTICAL-ALIGN: top; FONT-WEIGHT: bold">Comments:</TD> <TD>We received damage due to inspection of my sons bag. Also have a complaint of inspection in one of our other bags and the agent did not reseal the the plastic bag several items were in that could have spilled out and caused damage to the second suitcase. The main issue we have that damaged a complete suitcase was when a agent opened our sons bag and checked the formula container and then did not reseal the bag properly and due to this the full container proceeded to completely empty out in the suitcase and completely destroying the suitcase. Then had to proceed and clean $150 cowboys and clothing due to this accident that was due to agent not taking the time to make sure the bag and container were properly sealed.</TD></TR></TBODY></TABLE></div> <BR><BR>------ TCC Control Number: ------<BR><<#532553-668063#>></body></html> END RECORD
CONTACT RECORD
EID: 51835972 Contact Type: Contact Date: 2010-09-13 12:05:13 Medium: EMAIL Contact Status: CLOSED Incident Date: Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: (b) (6) Subject: ISSUE, Complaint Body: Good Day, Last Friday, I flew from Oklahoma City, OK to Ottawa, ON Canada with a short layover in Chicago. When I arrived home here in Ottawa, I opened my bags and saw a card saying that my bags had been searched. That is fine and I fully support your security measures. However, when a bag is searched, it goes without saying that any opened containers such as body wash or toothpaste be closed afterwards. Whoever searched my bags did not close the cover on my bottle of body wash and all of the contents went everwhere inside my shaving kit and had subsequently leaked out into my suitcase itself and onto my silk ties. Do not think that the spillage was in any part my fault - after 20 years in the military and the amount of travelling that I have done, I cetainly know how to properly pack a bag and to secure its contents. I would sincerely hope that your organization would not keep ameteurs or complacent persons employes in this sort of security search as this sort of negligence/complacency is simply unnecessary. I urge you to respond with an explanation.
(b) (6) (b) (6) (b) (6) (b) (6)
Agent Notes: General Complaint w/Claim Response General Complaint w/Claim Response, Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) 9/13/2010 12:05:13 PM,(b) (6) 9/13/2010 12:26:49 PM, Last Update Date: Opening Agent: Opened Date: 9/13/2010 6:14:21 AM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, YOW Ottawa, Ontario, Canada - Ottawa International, Airline: Canadian Airways -¬Canadian Airways -¬, Subject Category: Mishandling of Passengers Property - Disarrayed Carry-on/Checked Baggage - Mishandling of Passengers Property Disarrayed Carry-on/Checked Baggage Interaction Type: COMPLAINT Response Email: From: Prior Vendor To:(b) (6) Subject: Re: Complaint <<#533509-669408#>>
Body: <html><head><style type="text/css">p {margin-bottom: 0; margin-top: 0;}</style></head><body bgcolor="#ffffff" style="background: #ffffff"> <font size="2"><div style="width:100%;word-wrap:break-word;font-family: Arial;color: #000000;"><P>Thank you for your e-mail concerning your travel experience. <BR clear=none> <BR clear=none>Enhanced security measures require that all checked baggage undergo some form of screening for prohibited items. Physical search of the luggage is required to clear every alarm. Transportation Security Administration (TSA) screeners should exercise great care during the screening process to ensure that passengers' belongings are returned and not damaged when a bag needs to be opened. We regret if these high standards were not met.<BR clear=none> <BR clear=none>We monitor the number and nature of complaints we receive to track trends and spot areas of concern that may require special attention. This ongoing process will enable us to ensure prompt, corrective action whenever we determine that security screening policies need modification or specific employees or screener teams are the subject of repeated complaints.<BR clear=none> <BR clear=none>TSA is responsible for reviewing all claims relating to the screening of passengers and their baggage. To protect your rights under federal law and to file a valid claim, you must send your claim in writing to TSA, stating the circumstances of the loss and the exact amount you are claiming (fair market value of lost or destroyed property, reasonable cost of repair for damaged property), within 2 years after your claim accrued. The claim must be signed by you or your authorized representative (e.g., an attorney or other personal representative with appropriate proof of authority). <BR clear=none> <BR clear=none>To file a claim, fill out the attached Standard Form 95 (claim form) in accordance with the instructions, and return it to the address in box #1. Please be sure to follow the instructions carefully, and to fill out the claim form completely. While use of the form is not mandatory, it will help you ensure that you meet the legal requirements for filing a claim. If you decide to file a claim, it will be processed in accordance with the Federal Tort Claims Act.<BR clear=none> <BR clear=none>Once the Claims Management Office has received your claim form, you will be sent a letter of acknowledgement and a claim number. You should keep the claim number for future reference when inquiring about your claim. TSA will try to resolve your claim as quickly as possible, but it may need time to make a further investigation of the facts. If TSA denies your claim, or has not finally resolved it within 6 months after you have filed it, you may have a right to bring your claim to court. <BR clear=none> <BR clear=none>You can also access claim forms online at the TSAGÇÖs Claims Management OfficeGÇÖs website at <A href="http://www.tsa.gov/travelers/customer/claims/index.shtm" shape=rect>www.tsa.gov/travelers/customer/claims/index.shtm</A>. This website also has information related to filing a claim, checking the status of a claim, and other claim-related issues. You can also access this website by clicking on the Claims Management Office link in the GÇ£Resource CenterGÇ¥ on TSAGÇÖs homepage at <A href="http://www.tsa.gov/" shape=rect>www.tsa.gov</A>. If you have additional questions related to the claims process, please contact the Claims Management Office at <A href="mailto:[email protected]" shape=rect>[email protected]</A>. </P> <P> </P> <P>TSA Contact Center<BR clear=none></P></div> </font><br /> <br><br><div>--- Original Message ---<BR>From: (b) (6) ><BR>Received: 9/13/10 6:14:23 AM EDT<BR>To: "TSA Contact Center" <[email protected]><BR>Subject: Complaint<BR><BR> <TABLE border=0 cellSpacing=0 cellPadding=0> <TBODY> <TR> <TD vAlign=top> <DIV>Good Day,</DIV> <DIV>Last Friday, I flew from Oklahoma City, OK to Ottawa, ON Canada with a short layover in Chicago. When I arrived home here in Ottawa, I opened my bags and saw a card saying that my bags had been searched. That is fine and I fully support your security measures. However, when a bag is searched, it goes without saying that any opened containers such as body wash or toothpaste be closed afterwards. Whoever searched my bags did not close the cover on my bottle of body wash and all of the contents went everwhere inside my shaving kit and had subsequently leaked out into my suitcase itself and onto my silk ties. Do not think that the spillage was in any part my fault - after 20 years in the military and the amount of travelling that I have done, I cetainly know how to properly pack a bag and to secure its contents.</DIV> <DIV>I would sincerely hope that your organization would not keep ameteurs or complacent persons employes in this sort of security search as this sort of negligence/complacency is simply unnecessary.</DIV> <DIV>I urge you to respond with an explanation.</DIV> <DIV> </DIV> <DIV>(b) (6) </DIV> <DIV>(b) (6) </DIV> <DIV>(b) (6) </DIV> <DIV>(b) (6) BR><BR></DIV> <DIV><FONT color=#0000bf size=4 face="arial black"></FONT> </DIV></TD></TR></TBODY></TABLE><BR></div> <BR><BR>------ TCC Control Number: ------<BR><<#533509-669408#>></body></html> END RECORD
CONTACT RECORD
EID: 51840109 Contact Type: Contact Date: Medium: EMAIL Contact Status: CLOSED Incident Date: Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: (b) (6) Subject: ISSUE, ISSUE, TSA Contact Us: Complaints Body: THIS GENERATED EMAIL HAS BEEN SENT FROM http://www.tsa.gov/contact/index.shtm -----------------------------------------------------------------------------------------------------------Remote Client IP: (b) (6) Date Time: 9/15/2010 10:55:30 AM ------------------------------------------------------------------------------------------------------------
Name: (b) (6) Email: (b) (6) Complaints:My Complaint is Not Listed Here Flight Info (If applicable. Enter Flight#/Airline/Terminal/Airport/Gate/Etc):This flight was actually a year ago and I should have said something then. However, next time we fly I would like it to be a better experience. We flew from OKC to DFW and then DFW to Maui on American Airlines. Comments:My husband is a diabetic with an insulin pump. We were on our honeymoon and had never really flown without parents before. When we got to security we asked that his insulin pump not go through the scanner. They pulled my hubby to the side leaving all of his stuff in the bins. They made him remove his belt, lift his shirt to show his pump, hand over his diabetic supplies which disappeared off who knows where and then moved him over to the side area. They swiped his hands and patted him down etc. Meanwhile I was trying to keep up with his id, tickets, etc while other ppl's bins were pushing his stuff down the way. We did drop his medical card on the ground at one point in the confusion. This type of treatment occurred at every single security point. I don't know how we managed to get all our stuff back together without losing something. Also at two different points of the trip he was also selected to be randomly looked at in addition to what he was already going through. Is there a better way to handle security if you have an insulin pump? We didn't know if it was safe to put it through the scanner (it costs $6000 dollars). It was his first time to fly and he has always strived to feel normal even though he has diabetes. But he definitely is not treated like he is normal when going through security. Can security at least help keep your stuff together or act like they have seen an insulin pump go through security before? And perhaps guide you and let you know what is going on? or what your options are? Agent Notes: Consumer Complaint BCC/CSM Response Consumer Complaint BCC/CSM Response, BCC SHM/CSQIM (b) (6) @
(b) (6)
Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Opening Agent: Opened Date: 9/15/2010 2:06:20 PM Linked Event IDs:
9/16/2010 10:31:50 AM,
Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, DFW Dallas/Ft Worth, TX, USA - Dallas Ft Worth International, Airline: American Airlines -¬American Airlines -¬,
Subject Category: Mishandling of Passengers Property - Damaged Items- Carry-on Baggage - Mishandling of Passengers Property Damaged Items- Carry-on Baggage Interaction Type: COMPLAINT Response Email: From: Prior Vendor To: (b) (6) Subject: Re: TSA Contact Us: Complaints <<#352072-670863#>> Body: <html><head><style type="text/css">p {margin-bottom: 0; margin-top: 0;}</style></head><body bgcolor="#ffffff" style="background: #ffffff"> <font size="2"><div style="width:100%;word-wrap:break-word;font-family: Arial;color: #000000;"><P><FONT face=" Helvetica,Arial, sansserif">Thank you for your email message. We are sorry you were unhappy with your recent travel experience.</FONT> </P> <P> </P> <P><FONT face=" Helvetica,Arial, sans-serif">Because your complaint is regarding screening at OKC , we have forwarded a copy of your email to the Customer Service Manager at that airport. The Customer Service Manager is responsible for ensuring that the screener workforce adheres to TSA principles for professional processing.</FONT> </P> <P> </P> <P><FONT face=" Helvetica,Arial, sans-serif">We monitor the number and nature of complaints we receive to track trends and spot areas of concern that may require special attention. This ongoing process will enable us to ensure prompt, corrective action whenever we determine that security-screening policies need modification or specific employees or screener teams are the subjects of repeated complaints.</FONT> </P> <P> </P> <P><FONT face=" Helvetica,Arial, sans-serif">Again, the TSA offers sincere apologies for the discomfort you experienced while traveling and encourage you to check the latest information at </FONT><FONT face=" Helvetica,Arial, sans-serif"><A href="http://www.tsa.gov/" shape=rect>www.tsa.gov</A></FONT><FONT face=" Helvetica,Arial, sans-serif">.</FONT> </P> <P> </P> <P><FONT face=" Helvetica,Arial, sans-serif">TSA Contact Center</FONT><FONT face=" Helvetica,Arial, sans-serif"><BR clear=none></FONT></P></div> </font><br /> <br><br><div>--- Original Message ---<BR>From: <(b) (6) ><BR>Received: 9/15/10 2:06:47 PM EDT<BR>To: "TSA Contact Center" <[email protected]><BR>Subject: TSA Contact Us: Complaints<BR><BR>THIS GENERATED EMAIL HAS BEEN SENT FROM http://www.tsa.gov/contact/index.shtm<BR>-----------------------------------------------------------------------------------------------------------<BR>Remote Client IP: (b) (6) <BR>Date Time: 9/15/2010 10:55:30 AM<BR>-----------------------------------------------------------------------------------------------------------<BR><BR> <TABLE style="WIDTH: 750px" border=2 cellSpacing=1 cellPadding=3> <TBODY> <TR> <TD style="TEXT-ALIGN: right; WIDTH: 200px; VERTICAL-ALIGN: top; FONT-WEIGHT: bold">Name:</TD> <TD>(b) (6) </TD></TR> <TR> <TD style="TEXT-ALIGN: right; WIDTH: 200px; VERTICAL-ALIGN: top; FONT-WEIGHT: bold">Email:</TD> <TD>(b) (6) </TD></TR> <TR> <TD style="TEXT-ALIGN: right; WIDTH: 200px; VERTICAL-ALIGN: top; FONT-WEIGHT: bold">Complaints:</TD> <TD>My Complaint is Not Listed Here</TD></TR> <TR> <TD style="TEXT-ALIGN: right; WIDTH: 200px; VERTICAL-ALIGN: top; FONT-WEIGHT: bold">Flight Info (If applicable. Enter Flight#/Airline/Terminal/Airport/Gate/Etc):</TD> <TD>This flight was actually a year ago and I should have said something then. However, next time we fly I would like it to be a better experience. We flew from OKC to DFW and then DFW to Maui on American Airlines.</TD></TR> <TR> <TD style="TEXT-ALIGN: right; WIDTH: 200px; VERTICAL-ALIGN: top; FONT-WEIGHT: bold">Comments:</TD> <TD>My husband is a diabetic with an insulin pump. We were on our honeymoon and had never really flown without parents before. When we got to security we asked that his insulin pump not go through the scanner. They pulled my hubby to the side leaving all of his stuff in the bins. They made him remove his belt, lift his shirt to show his pump, hand over his diabetic supplies which disappeared off who knows where and then moved him over to the side area. They swiped his hands and patted him down etc. Meanwhile I was trying to keep up with his id, tickets, etc while other ppl's bins were pushing his stuff down the way. We did drop his medical card on the ground at one point in the confusion. This type of treatment occurred at every single security point. I don't know how we managed to get all our stuff back together without losing something. Also at two different points of the trip he was also selected to be randomly looked at in addition to what he was already going through. Is there a better way to handle security if you have an insulin pump? We didn't know if it was safe to put it through the scanner (it costs $6000 dollars). It was his first time to fly and he has always strived to feel normal even though he has diabetes. But he definitely is not treated like he is normal when going through security. Can security at least help keep your stuff together or act like they have seen an insulin pump go through security before? And perhaps guide you and let you know what is going on? or what your options are?</TD></TR></TBODY></TABLE></div>
<BR><BR>------ TCC Control Number: ------<BR><<#352072-670863#>></body></html> END RECORD
CONTACT RECORD
EID: 51842679 Contact Type: Contact Date: 2010-09-17 17:31:11 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2010-09-17 13:30:00 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Caller wanted to report that items were not re-packed properly in checked luggage after screening at (OKC). Body: Agent Notes: Apologized to caller and advised that I would note the issue. Apologized to caller and advised that I would note the issue. NOI-Yes Caller stated the his luggage was in disarrayed his flight there and back. While the call was in progress, caller discovered that his laptop was damaged. Provided caller with claims information. Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) 9/17/2010 5:43:49 PM, Last Update Date: Opening Agent: Opened Date: 9/17/2010 5:31:11 PM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, DEN Denver, CO, USA - Denver International, Airline: United Airlines -¬United Airlines -¬, Subject Category: Mishandling of Passengers Property - Disarrayed Carry-on/Checked Baggage - Mishandling of Passengers Property Disarrayed Carry-on/Checked Baggage Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 51844636 Contact Type: Contact Date: 2010-09-20 17:49:40 Medium: EMAIL Contact Status: CLOSED Incident Date: Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: (b) (6) Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: (b) (6) Subject: ISSUE, TSA Contact Us: Complaints Body: THIS GENERATED EMAIL HAS BEEN SENT FROM http://www.tsa.gov/contact/index.shtm -----------------------------------------------------------------------------------------------------------Remote Client IP: (b) (6) Date Time: 9/19/2010 1:39:56 PM ------------------------------------------------------------------------------------------------------------
Name: (b) (6) Email: (b) (6) Complaints:Damaged or Missing items in Checked or Carry-on Baggage Flight Info (If applicable. Enter Flight#/Airline/Terminal/Airport/Gate/Etc):American Airlines Flight 491 OKC and/or American Airlines Flight 540 DFW Comments:Upon arriving at IND on Friday September 17, 2010 I found that the luggage strap on my LW carry on flight bag (it had been checked in at OKC) had been disconnected and a small zipper damaged. Note inside bad stated that the bag had been checked by TSA personnel. While I have no problem with an inspection, failure to properly secure the bag and or put things back the way they were is unacceptable. Zipper is damaged and will have to be replaced. Pure luck kept the damage to the bag small. I believe that TSA is responsible for the damage to my bag. Please respond by email or contact me at 765-427-2351 Agent Notes: General Complaint w/Claim Response General Complaint w/Claim Response, Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) 9/20/2010 5:49:40 PM,(b) (6) 9/20/2010 5:50:20 PM, Last Update Date: Opening Agent: Opened Date: 9/19/2010 4:35:52 PM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, DFW Dallas/Ft Worth, TX, USA - Dallas Ft Worth International, IND Indianapolis, IN, USA - Indianapolis International Airport, Airline: American Airlines -¬American Airlines -¬, Subject Category: Claim Form Requests-Checked Bag - Claim Form Requests-Checked Bag Interaction Type: COMPLAINT
Response Email: From: Prior Vendor To: (b) (6) Subject: Re: TSA Contact Us: Complaints <<#536333-672675#>> Body: <html><head><style type="text/css">p {margin-bottom: 0; margin-top: 0;}</style></head><body bgcolor="#ffffff" style="background: #ffffff"> <font size="2"><div style="width:100%;word-wrap:break-word;font-family: Arial;color: #000000;"><P>Thank you for your e-mail concerning your travel experience. <BR clear=none> <BR clear=none>Enhanced security measures require that all checked baggage undergo some form of screening for prohibited items. Physical search of the luggage is required to clear every alarm. Transportation Security Administration (TSA) screeners should exercise great care during the screening process to ensure that passengers' belongings are returned and not damaged when a bag needs to be opened. We regret if these high standards were not met.<BR clear=none> <BR clear=none>We monitor the number and nature of complaints we receive to track trends and spot areas of concern that may require special attention. This ongoing process will enable us to ensure prompt, corrective action whenever we determine that security screening policies need modification or specific employees or screener teams are the subject of repeated complaints.<BR clear=none> <BR clear=none>TSA is responsible for reviewing all claims relating to the screening of passengers and their baggage. To protect your rights under federal law and to file a valid claim, you must send your claim in writing to TSA, stating the circumstances of the loss and the exact amount you are claiming (fair market value of lost or destroyed property, reasonable cost of repair for damaged property), within 2 years after your claim accrued. The claim must be signed by you or your authorized representative (e.g., an attorney or other personal representative with appropriate proof of authority). <BR clear=none> <BR clear=none>To file a claim, fill out the attached Standard Form 95 (claim form) in accordance with the instructions, and return it to the address in box #1. Please be sure to follow the instructions carefully, and to fill out the claim form completely. While use of the form is not mandatory, it will help you ensure that you meet the legal requirements for filing a claim. If you decide to file a claim, it will be processed in accordance with the Federal Tort Claims Act.<BR clear=none> <BR clear=none>Once the Claims Management Office has received your claim form, you will be sent a letter of acknowledgement and a claim number. You should keep the claim number for future reference when inquiring about your claim. TSA will try to resolve your claim as quickly as possible, but it may need time to make a further investigation of the facts. If TSA denies your claim, or has not finally resolved it within 6 months after you have filed it, you may have a right to bring your claim to court. <BR clear=none> <BR clear=none>You can also access claim forms online at the TSAGÇÖs Claims Management OfficeGÇÖs website at <A href="http://www.tsa.gov/travelers/customer/claims/index.shtm" shape=rect>www.tsa.gov/travelers/customer/claims/index.shtm</A>. This website also has information related to filing a claim, checking the status of a claim, and other claim-related issues. You can also access this website by clicking on the Claims Management Office link in the GÇ£Resource CenterGÇ¥ on TSAGÇÖs homepage at <A href="http://www.tsa.gov/" shape=rect>www.tsa.gov</A>. If you have additional questions related to the claims process, please contact the Claims Management Office at <A href="mailto:[email protected]" shape=rect>[email protected]</A>. </P> <P> </P> <P>TSA Contact Center<BR clear=none></P></div> </font><br /> <br><br><div>--- Original Message ---<BR>From: <(b) (6) ><BR>Received: 9/19/10 4:35:52 PM EDT<BR>To: "TSA Contact Center" <[email protected]><BR>Subject: TSA Contact Us: Complaints<BR><BR>THIS GENERATED EMAIL HAS BEEN SENT FROM http://www.tsa.gov/contact/index.shtm<BR>-----------------------------------------------------------------------------------------------------------<BR>Remote Client IP: (b) (6) <BR>Date Time: 9/19/2010 1:39:56 PM<BR>-----------------------------------------------------------------------------------------------------------<BR><BR> <TABLE style="WIDTH: 750px" border=2 cellSpacing=1 cellPadding=3> <TBODY> <TR> <TD style="TEXT-ALIGN: right; WIDTH: 200px; VERTICAL-ALIGN: top; FONT-WEIGHT: bold">Name:</TD> <TD>(b) (6) </TD></TR> <TR> <TD style="TEXT-ALIGN: right; WIDTH: 200px; VERTICAL-ALIGN: top; FONT-WEIGHT: bold">Email:</TD> <TD>(b) (6) </TD></TR> <TR> <TD style="TEXT-ALIGN: right; WIDTH: 200px; VERTICAL-ALIGN: top; FONT-WEIGHT: bold">Complaints:</TD> <TD>Damaged or Missing items in Checked or Carry-on Baggage</TD></TR> <TR> <TD style="TEXT-ALIGN: right; WIDTH: 200px; VERTICAL-ALIGN: top; FONT-WEIGHT: bold">Flight Info (If applicable. Enter Flight#/Airline/Terminal/Airport/Gate/Etc):</TD> <TD>American Airlines Flight 491 OKC and/or American Airlines Flight 540 DFW</TD></TR> <TR> <TD style="TEXT-ALIGN: right; WIDTH: 200px; VERTICAL-ALIGN: top; FONT-WEIGHT: bold">Comments:</TD> <TD>Upon arriving at IND on Friday September 17, 2010 I found that the luggage strap on my LW carry on flight bag (it had been checked in at OKC) had been disconnected and a small zipper damaged. Note inside bad stated that the bag had been checked by TSA personnel.<BR><BR>While I have no problem with an inspection, failure to properly secure the bag and or put things back the way they were is unacceptable.<BR><BR>Zipper is damaged and will have to be replaced. Pure luck kept the damage to the bag small.<BR><BR>I believe that TSA is responsible for the damage to my bag. Please respond by email or contact me at (b) (6)
(b) (6) </TD></TR></TBODY></TABLE></div>
<BR><BR>------ TCC Control Number: ------<BR><<#536333-672675#>></body></html> END RECORD
CONTACT RECORD
EID: 51858709 Contact Type: Contact Date: 2010-10-01 18:08:21 Medium: EMAIL Contact Status: CLOSED Incident Date: Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: (b) (6) Subject: ISSUE, Permetherin Body: Recently I traveled from Oklahoma City > Chicago > Frankfurt > Angola. When I arrived, a notice was taped to my baggage that indicated it had been searched. While I appreciate the safety measures being taken by the TSA, I am frustrated by the fact that the items removed were not listed on the notice. The only items that were missing were two cans of permetherin (purchased at Bass Pro Shop) that I had planned to use to spray my bedding, curtains and clothing with to repel mosquitos. This product is recommended on several websites. I have brought this item in my checked bags on other occassions with no problem. I am curious as to how to get this item here, if the TSA removes it from my checked baggage Agent Notes: Prohibited Items 2 Prohibited Items 2, Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) 10/1/2010 6:08:20 PM,(b) (6) 10/1/2010 6:09:53 PM,(b) (6) Last Update Date: Opening Agent: Opened Date: 10/1/2010 1:40:39 PM Linked Event IDs:
10/1/2010 6:10:40 PM,
Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, FRA Frankfurt, Germany - Frankfurt International, Airline: Subject Category: Allowance of Acceptable Items-Permitted/Prohibited - Allowance of Acceptable Items-Permitted/Prohibited Interaction Type: COMPLAINT Response Email: From: Prior Vendor To:(b) (6) Subject: Re: Permetherin <<#541180-678329#>> Body: <html><head><style type="text/css">p {margin-bottom: 0; margin-top: 0;}</style></head><body bgcolor="#ffffff" style="background: #ffffff"> <font size="2"><div style="width:100%;word-wrap:break-word;font-family: Arial;color: #000000;"><P><BR clear=none><FONT size=3 face=" Helvetica, sans-serif,Arial">Thank you for your e-mail. </FONT></P> <P><FONT size=3> </FONT> </P> <P><FONT size=3 face=" Helvetica, sans-serif,Arial">This item is not on the prohibited items list. However, this list is not intended to be all-inclusive. A screener may determine that an item not on this list is prohibited. </FONT></P>
<P><FONT size=3> </FONT> </P> <P><FONT size=3 face=" Helvetica, sans-serif,Arial">Please visit our website at </FONT><A href="http://www.tsa.gov/" shape=rect><FONT size=3 face=" Helvetica, sans-serif,Arial">www.tsa.gov</FONT></A><FONT size=3 face=" Helvetica, sans-serif,Arial"> for additional information about TSA. We continue to add new information and encourage you to check the website frequently for updated information.</FONT> </P> <P> </P> <P><FONT size=3> </FONT> </P> <P><FONT size=3 face=" Helvetica, sans-serif,Arial">TSA Contact Center</FONT> </P> <P><FONT face=" Helvetica, sans-serif,Arial"><BR clear=none></FONT><FONT face=" Helvetica, sans-serif,Arial"> </FONT> </P></div> </font><br /> <br><br><div>--- Original Message ---<BR>From: (b) (6) <(b) (6) ><BR>Received: 10/1/10 1:40:40 PM EDT<BR>To: "TSA Contact Center" <[email protected]><BR>Subject: Permetherin<BR><BR> <DIV>Recently I traveled from Oklahoma City > Chicago > Frankfurt > Angola. When I arrived, a notice was taped to my baggage that indicated it had been searched. While I appreciate the safety measures being taken by the TSA, I am frustrated by the fact that the items removed were not listed on the notice. </DIV> <DIV></DIV> <DIV>The only items that were missing were two cans of permetherin (purchased at Bass Pro Shop) that I had planned to use to spray my bedding, curtains and clothing with to repel mosquitos. This product is recommended on several websites.</DIV> <DIV></DIV> <DIV>I have brought this item in my checked bags on other occassions with no problem.</DIV> <DIV></DIV> <DIV>I am curious as to how to get this item here, if the TSA removes it from my checked baggage. </DIV></div> <BR><BR>------ TCC Control Number: ------<BR><<#541180-678329#>></body></html> END RECORD
CONTACT RECORD
EID: 51859498 Contact Type: Contact Date: 2010-10-04 10:35:05 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2010-10-03 07:15:00 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: (b) (6) Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Items (laptop) damaged in checked bag @ (OKC). Body: Agent Notes: Provided caller with information on the claims process, and SF-95. Provided caller with information on the claims process, and SF-95. NOI in checked bag. Caller will download the claim. Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) 10/4/2010 10:43:18 AM, Last Update Date: Opening Agent: Opened Date: 10/4/2010 10:35:05 AM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, ORD Chicago, IL, USA - O'hare International Airport, BUF Buffalo, NY, USA - Greater Buffalo Intl Airport, Airline: United Airlines -¬United Airlines -¬, Subject Category: Claim Form Requests-Checked Bag - Claim Form Requests-Checked Bag Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 51860122 Contact Type: Contact Date: 2010-10-04 14:10:21 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2010-10-01 17:15:00 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Caller stated that a flashlight is missing from his checked luggage. Body: Agent Notes: Provided Lost and Found information for OKC. Walked caller through the website to download the claims form. Provided Lost and Found information for OKC. Walked caller through the website to download the claims form. NOI yes. Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) 10/4/2010 2:13:58 PM, Last Update Date: Opening Agent: Opened Date: 10/4/2010 2:10:21 PM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, LAX Los Angeles, CA, USA - Los Angeles Intl Airport, Airline: United Airlines -¬United Airlines -¬, Subject Category: Claim Form Requests - Missing items from Checked Baggage - Claim Form Requests - Missing items from Checked Baggage Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 51861047 Contact Type: Contact Date: 2010-10-05 09:51:01 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2010-10-03 10:37:00 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Items (a jacket) is missing from checked bag @ OKC. Caller asked for a contact number so that she can locate this jacket. Body: Agent Notes: Provided Lost and Found information to caller and advised caller how to file a claim. Provided Lost and Found information to caller and advised caller how to file a claim. NOI was located in luggage with the date and T5 stamped on it. Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Opening Agent: Opened Date: 10/5/2010 9:51:01 AM Linked Event IDs:
10/5/2010 9:55:08 AM,
Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, DEN Denver, CO, USA - Denver International, Airline: Subject Category: Claim Form Requests - Missing items from Checked Baggage - Claim Form Requests - Missing items from Checked Baggage Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 51870644 Contact Type: Contact Date: 2010-10-13 15:11:49 Medium: EMAIL Contact Status: CLOSED Incident Date: Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: (b) (6) Subject: ISSUE, TSA Contact Us: Complaints Body: THIS GENERATED EMAIL HAS BEEN SENT FROM http://www.tsa.gov/contact/index.shtm -----------------------------------------------------------------------------------------------------------Remote Client IP: (b) (6) Date Time: 10/12/2010 7:28:13 AM ------------------------------------------------------------------------------------------------------------
Name: (b) (6) Email: (b) (6) Complaints:Inconsistent Screening (Different Practices between Airports) Flight Info (If applicable. Enter Flight#/Airline/Terminal/Airport/Gate/Etc):October 9, 2010 6:16-6:30am Oklahoma City Comments:I am a Flight Attendant and this is the second time I have written and complained concerning the same airport in Oklahoma City. The inconsistency is my main complaint, and TSA agents not knowing the rules about Netbooks. According to TSA signs in various airports, I do not have to take out my 10 inch Netbook. Oklahoma City TSA agents to not seem to be aware of this. Why are they not updated on changes which take place on items that are allowed? My Crew had to stand by and at one point I motioned for the Captain to come over, as it was taking so long. We have limited time to get through security, proceed to our gate, get our paperwork and ready the plane for passengers so we can leave on time Agent Notes: Consumer Complaint BCC/CSM Response Consumer Complaint BCC/CSM Response, BCC OKC SHM/CSQIM (b) (6) at (b) (6) Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) 10/13/2010 3:11:49 PM,(b) (6) 10/13/2010 3:15:03 PM, Last Update Date: Opening Agent: Opened Date: 10/12/2010 1:03:42 PM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, Airline: Subject Category: Inconsistent Screening- Different Practices Between Airports - Inconsistent Screening- Different Practices Between Airports Interaction Type: COMPLAINT Response Email: From: Prior Vendor To: (b) (6) Subject: Re: TSA Contact Us: Complaints <<#528633-682887#>>
Body: <html><head><style type="text/css">p {margin-bottom: 0; margin-top: 0;}</style></head><body bgcolor="#ffffff" style="background: #ffffff"> <font size="2"><div style="width:100%;word-wrap:break-word;font-family: Arial;color: #000000;"><P><FONT face=" Helvetica, sansserif,Arial">Thank you for your email message. We are sorry you were unhappy with your recent travel experience.</FONT> </P> <P> </P> <P><FONT face=" Helvetica, sans-serif,Arial">Because your complaint is regarding screening at OKC, we have forwarded a copy of your email to the Customer Service Manager at that airport for review. The Customer Service Manager is responsible for ensuring that the screener workforce adheres to TSA principles for professional processing.</FONT> </P> <P> </P> <P><FONT face=" Helvetica, sans-serif,Arial">We monitor the number and nature of complaints we receive to track trends and spot areas of concern that may require special attention. This ongoing process will enable us to ensure prompt, corrective action whenever we determine that security-screening policies need modification or specific employees or screener teams are the subjects of repeated complaints.</FONT> </P> <P> </P> <P><FONT face=" Helvetica, sans-serif,Arial">Again, TSA offers our sincere apologies and encourage you to check the latest information at </FONT><FONT face=" Helvetica, sans-serif,Arial"><A href="http://www.tsa.gov/" shape=rect>www.tsa.gov</A></FONT><FONT face=" Helvetica, sans-serif,Arial">.</FONT> </P> <P> </P> <P><FONT face=" Helvetica, sans-serif,Arial">TSA Contact Center</FONT><FONT face=" Helvetica, sans-serif,Arial"><BR clear=none></FONT></P></div> </font><br /> <br><br><div>--- Original Message ---<BR>From: <(b) (6) ><BR>Received: 10/12/10 1:03:41 PM EDT<BR>To: "TSA Contact Center" <[email protected]><BR>Subject: TSA Contact Us: Complaints<BR><BR>THIS GENERATED EMAIL HAS BEEN SENT FROM http://www.tsa.gov/contact/index.shtm<BR>-----------------------------------------------------------------------------------------------------------<BR>Remote Client IP: (b) (6) <BR>Date Time: 10/12/2010 7:28:13 AM<BR>-----------------------------------------------------------------------------------------------------------<BR><BR> <TABLE style="WIDTH: 750px" border=2 cellSpacing=1 cellPadding=3> <TBODY> <TR> <TD style="TEXT-ALIGN: right; WIDTH: 200px; VERTICAL-ALIGN: top; FONT-WEIGHT: bold">Name:</TD> <TD>(b) (6) </TD></TR> <TR> <TD style="TEXT-ALIGN: right; WIDTH: 200px; VERTICAL-ALIGN: top; FONT-WEIGHT: bold">Email:</TD> <TD(b) (6) </TD></TR> <TR> <TD style="TEXT-ALIGN: right; WIDTH: 200px; VERTICAL-ALIGN: top; FONT-WEIGHT: bold">Complaints:</TD> <TD>Inconsistent Screening (Different Practices between Airports)</TD></TR> <TR> <TD style="TEXT-ALIGN: right; WIDTH: 200px; VERTICAL-ALIGN: top; FONT-WEIGHT: bold">Flight Info (If applicable. Enter Flight#/Airline/Terminal/Airport/Gate/Etc):</TD> <TD>October 9, 2010 6:16-6:30am Oklahoma City</TD></TR> <TR> <TD style="TEXT-ALIGN: right; WIDTH: 200px; VERTICAL-ALIGN: top; FONT-WEIGHT: bold">Comments:</TD> <TD>I am a Flight Attendant and this is the second time I have written and complained concerning the same airport in Oklahoma City. The inconsistency is my main complaint, and TSA agents not knowing the rules about Netbooks. According to TSA signs in various airports, I do not have to take out my 10 inch Netbook. Oklahoma City TSA agents to not seem to be aware of this. Why are they not updated on changes which take place on items that are allowed? My Crew had to stand by and at one point I motioned for the Captain to come over, as it was taking so long. We have limited time to get through security, proceed to our gate, get our paperwork and ready the plane for passengers so we can leave on time.</TD></TR></TBODY></TABLE></div> <BR><BR>------ TCC Control Number: ------<BR><<#528633-682887#>></body></html> END RECORD
CONTACT RECORD
EID: 51870790 Contact Type: Contact Date: 2010-10-13 16:16:52 Medium: EMAIL Contact Status: CLOSED Incident Date: Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: (b) (6) Subject: ISSUE, TSA Contact Us: Complaints Body: THIS GENERATED EMAIL HAS BEEN SENT FROM http://www.tsa.gov/contact/index.shtm -----------------------------------------------------------------------------------------------------------Remote Client IP: (b) (6) Date Time: 10/12/2010 9:56:12 AM ------------------------------------------------------------------------------------------------------------
Name: (b) (6) Email: (b) (6) Complaints:Damaged or Missing items in Checked or Carry-on Baggage Flight Info (If applicable. Enter Flight#/Airline/Terminal/Airport/Gate/Etc):SW Airlines # 0701/0103 Okla. City to Houston to Harlingen on 91-10 Comments:I am missing a prescription bottle of Cialis medication worth $120 from my checked bag. I originally complained to SW Airlines. They responded to me last week by letter and advised me to contact you Agent Notes: Retrieve Items & Claims Response Retrieve Items & Claims Response, Included OKC TSA L&F contact number Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) 10/13/2010 4:16:52 PM,(b) (6) 10/13/2010 4:18:11 PM, Last Update Date: Opening Agent: Opened Date: 10/12/2010 1:04:21 PM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, HRL Harlingen, TX, USA, Airline: Southwest AirlinesSouthwest Airlines, Subject Category: Claim Form Requests - Missing items from Checked Baggage - Claim Form Requests - Missing items from Checked Baggage Interaction Type: COMPLAINT Response Email: From: Prior Vendor To: (b) (6) Subject: Re: TSA Contact Us: Complaints <<#545176-682922#>> Body: <html><head><style type="text/css">p {margin-bottom: 0; margin-top: 0;}</style></head><body bgcolor="#ffffff" style="background: #ffffff">
<font size="2"><div style="width:100%;word-wrap:break-word;font-family: Arial;color: #000000;"><P><FONT size=3>Thank you for your e-mail message regarding the retrieval of missing items. <BR clear=none> <BR clear=none>Each airport establishes procedures for handling lost and found items. The Transportation Security Administration (TSA) follows those procedures where they exist. In an airport where no policy exists, found articles are collected, stored, and disposed of under General Services Administration rules. TSA is unable to identify and return all items, but may be able to locate and return items on a case-by-case basis. We suggest you contact the airport (OKC) where your items were missing at 405-680-3233.<BR clear=none> <BR clear=none>We work very hard to achieve consistency in the security processes. As we inspect screening operations at airports and receive feedback from the traveling public, we address inconsistencies and ensure corrective actions are taken, when necessary. We will continue to do all that we can to inspect screening operations and provide written procedures and training to specify how the process is to be applied.<BR clear=none> <BR clear=none>To file a claim, fill out the attached Standard Form 95 (claim form) in accordance with the instructions, and return it to the address in box #1. Please be sure to follow the instructions carefully, and to fill out the claim form completely. While use of the form is not mandatory, it will help you ensure that you meet the legal requirements for filing a claim. If you decide to file a claim, it will be processed in accordance with the Federal Tort Claims Act.<BR clear=none> <BR clear=none>Once the Claims Management Office has received your claim form, you will be sent a letter of acknowledgement and a claim number. You should keep the claim number for future reference when inquiring about your claim. TSA will try to resolve your claim as quickly as possible, but it may need time to make a further investigation of the facts. If TSA denies your claim, or has not finally resolved it within 6 months after you have filed it, you may have a right to bring your claim to court. <BR clear=none> <BR clear=none>You can also access claim forms online at the TSAGÇÖs Claims Management OfficeGÇÖs website at <A href="http://www.tsa.gov/travelers/customer/claims/index.shtm" shape=rect>www.tsa.gov/travelers/customer/claims/index.shtm</A>. This website also has information related to filing a claim, checking the status of a claim, and other claim-related issues. You can also access this website by clicking on the Claims Management Office link in the GÇ£Resource CenterGÇ¥ on TSAGÇÖs homepage at <A href="http://www.tsa.gov/" shape=rect>www.tsa.gov</A>. If you have additional questions related to the claims process, please contact the Claims Management Office at <A href="mailto:[email protected]" shape=rect>[email protected]</A>. <BR clear=none> </FONT></P> <P><BR clear=none><FONT size=3>TSA Contact Center</FONT> </P> <P><BR clear=none> </P></div> </font><br /> <br><br><div>--- Original Message ---<BR>From: <(b) (6) ><BR>Received: 10/12/10 1:04:20 PM EDT<BR>To: "TSA Contact Center" <[email protected]><BR>Subject: TSA Contact Us: Complaints<BR><BR>THIS GENERATED EMAIL HAS BEEN SENT FROM http://www.tsa.gov/contact/index.shtm<BR>-----------------------------------------------------------------------------------------------------------<BR>Remote Client IP: (b) (6) <BR>Date Time: 10/12/2010 9:56:12 AM<BR>-----------------------------------------------------------------------------------------------------------<BR><BR> <TABLE style="WIDTH: 750px" border=2 cellSpacing=1 cellPadding=3> <TBODY> <TR> <TD style="TEXT-ALIGN: right; WIDTH: 200px; VERTICAL-ALIGN: top; FONT-WEIGHT: bold">Name:</TD> <TD>(b) (6) </TD></TR> <TR> <TD style="TEXT-ALIGN: right; WIDTH: 200px; VERTICAL-ALIGN: top; FONT-WEIGHT: bold">Email:</TD> <TD>(b) (6) </TD></TR> <TR> <TD style="TEXT-ALIGN: right; WIDTH: 200px; VERTICAL-ALIGN: top; FONT-WEIGHT: bold">Complaints:</TD> <TD>Damaged or Missing items in Checked or Carry-on Baggage</TD></TR> <TR> <TD style="TEXT-ALIGN: right; WIDTH: 200px; VERTICAL-ALIGN: top; FONT-WEIGHT: bold">Flight Info (If applicable. Enter Flight#/Airline/Terminal/Airport/Gate/Etc):</TD> <TD>SW Airlines # 0701/0103 Okla. City to Houston to Harlingen on 9-1-10</TD></TR> <TR> <TD style="TEXT-ALIGN: right; WIDTH: 200px; VERTICAL-ALIGN: top; FONT-WEIGHT: bold">Comments:</TD> <TD>I am missing a prescription bottle of Cialis medication worth $120 from my checked bag. I originally complained to SW Airlines. They responded to me last week by letter and advised me to contact you.</TD></TR></TBODY></TABLE></div> <BR><BR>------ TCC Control Number: ------<BR><<#545176-682922#>></body></html> END RECORD
CONTACT RECORD
EID: 51872682 Contact Type: Contact Date: 2010-10-14 21:29:42 Medium: EMAIL Contact Status: CLOSED Incident Date: Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: (b) (6) Subject: ISSUE, RE: TSA Contact Us: Complaints Body: (b) (6) , As a general rule, you are correct that smaller computers/notebooks may stay in the bag. The exception to this would be if the bag was very cluttered and the x-ray officer was unable to clearly determine that your bag did not contain a threat. Please advise me of the time/location/lane you went through at OKC and I will attempt to determine where the discrepancy is. We have new-hires in OJT status, and this may be an opportunity for us to clarify procedures. Sincerely,
(b) (6)
TSA SHM/CSQIM/ICMS Coordinator Will Rogers World Airport -OKC Lawton/Ft. Sill Regional Airport - LAW Office: 405-702-(b) (6) Cell: (b) (6) "Security can only be achieved through constant change, through discarding old ideas that have outlived their usefullness and adapting others to current facts." - William O. Douglas Questions and Comments? Visit: <http://www.tsa.gov/> TSA.gov, <https://contact.tsa.dhs.gov/gotfeedback/> Got Feedback? <http://www.tsa.gov/blog/> Evolution of Security Blog,
From: TSA-ContactCenter [mailto:[email protected]] Sent: Wednesday, October 13, 2010 2:16 PM To:(b) (6) Subject: Re: TSA Contact Us: Complaints <<#528633-682887#>>
Thank you for your email message. We are sorry you were unhappy with your recent travel experience.
Because your complaint is regarding screening at OKC, we have forwarded a copy of your email to the Customer Service Manager at that airport for review. The Customer Service Manager is responsible for ensuring that the screener workforce adheres to TSA principles for professional processing.
We monitor the number and nature of complaints we receive to track trends and spot areas of concern that may require special attention. This ongoing process will enable us to ensure prompt, corrective action whenever we determine that security-screening policies need modification or specific employees or screener teams are the subjects of repeated complaints.
Again, TSA offers our sincere apologies and encourage you to check the latest information at www.tsa.gov <http://www.tsa.gov/> .
TSA Contact Center
--- Original Message --From: (b) (6) Received: 10/12/10 1:03:41 PM EDT To: "TSA Contact Center" <[email protected]> Subject: TSA Contact Us: Complaints THIS GENERATED EMAIL HAS BEEN SENT FROM http://www.tsa.gov/contact/index.shtm -----------------------------------------------------------------------------------------------------------Remote Client IP: (b) (6) Date Time: 10/12/2010 7:28:13 AM ------------------------------------------------------------------------------------------------------------
Name:
(b) (6)
Email:
(b) (6)
Complaints: Inconsistent Screening (Different Practices between Airports)
Flight Info (If applicable. Enter Flight#/Airline/Terminal/Airport/Gate/Etc): October 9, 2010 6:16-6:30am Oklahoma City
Comments: I am a Flight Attendant and this is the second time I have written and complained concerning the same airport in Oklahoma City. The inconsistency is my main complaint, and TSA agents not knowing the rules about Netbooks. According to TSA signs in various airports, I do not have to take out my 10 inch Netbook. Oklahoma City TSA agents to not seem to be aware of this. Why are they not updated on changes which take place on items that are allowed? My Crew had to stand by and at one point I motioned for the Captain to come over, as it was taking so long. We have limited time to get through security, proceed to our gate, get our paperwork and ready the plane for passengers so we can leave on time.
------ TCC Control Number: -----<<#528633-682887#>> Agent Notes: No Response Needed No Response Needed, Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) 10/14/2010 9:29:42 PM,(b) (6) Last Update Date: Opening Agent: Opened Date: 10/14/2010 1:16:58 PM Linked Event IDs:
10/14/2010 9:31:08 PM,
Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, LAW Lawton, OK, USA - Municipal, Airline: Subject Category: CSM/Stakeholder Follow-up - CSM/Stakeholder Follow-up Interaction Type: COMPLAINT Response Email: From: Prior Vendor To: [email protected] Subject: Re: RE: TSA Contact Us: Complaints <<#528633-682887#>> Body: <html><head><style type="text/css">p {margin-bottom: 0; margin-top: 0;}</style></head><body bgcolor="#ffffff" style="background: #ffffff"> <font size="2"></font><br /> <br><br><div>--- Original Message ---<BR>From: (b) (6) ><BR>Received: 10/14/10 1:16:58 PM EDT<BR>To: "TSA Contact Center" <[email protected]>,<(b) (6) ><BR>Subject: RE: TSA Contact Us: Complaints<BR><BR> <META name=Generator content="Microsoft Word 12 (filtered medium)"> <STYLE><!-/* Font Definitions */ @font-face{font-family:Helvetica; panose-1:2 11 6 4 2 2 2 2 2 4;}@font-face{font-family:Helvetica; panose-1:2 11 6 4 2 2 2 2 2 4;}@font-face{font-family:Calibri; panose-1:2 15 5 2 2 2 4 3 2 4;}@font-face{font-family:Tahoma; panose-1:2 11 6 4 3 5 4 4 2 4;}@font-face{font-family:"Lucida Calligraphy"; panose-1:3 1 1 1 1 1 1 1 1 1;}@font-face{font-family:Univers-CondensedLight; panose-1:0 0 0 0 0 0 0 0 0 0;} /* Style Definitions */ p.MsoNormal, li.MsoNormal, div.MsoNormal{margin:0in;margin-bottom:.0001pt; font-size:12.0pt;font-family:"Times New Roman","serif";} a:link, span.MsoHyperlink{mso-style-priority:99;color:blue; text-decoration:underline;}a:visited, span.MsoHyperlinkFollowed {mso-style-priority:99;color:purple;text-decoration:underline;}p {mso-style-priority:99;margin:0in;margin-bottom:.0001pt;font-size:12.0pt; font-family:"Times New Roman","serif";}span.EmailStyle18 {mso-style-type:personal-reply;color:black;}.MsoChpDefault {mso-style-type:export-only;font-size:10.0pt;}@page WordSection1 {size:8.5in 11.0in;margin:1.0in 1.0in 1.0in 1.0in;}div.WordSection1 {page:WordSection1;}--></STYLE> <DIV class=WordSection1> <P class=MsoNormal><SPAN style="FONT-FAMILY: 'Tahoma','sans-serif'; FONT-SIZE: 14pt">Dear (b) (6) <?xml:namespace prefix = o ns = "urn:schemas-microsoft-com:office:office" /><o:p></o:p></SPAN></P> <P class=MsoNormal><SPAN style="FONT-FAMILY: 'Tahoma','sans-serif'; FONT-SIZE: 14pt">As a general rule, you are correct that smaller computers/notebooks may stay in the bag. The exception to this would be if the bag was very cluttered and the x-ray officer was unable to clearly determine that your bag did not contain a threat. Please advise me of the time/location/lane you went through at OKC and I will attempt to determine where the discrepancy is. We have new-hires in OJT status, and this may be an opportunity for us to clarify procedures. <o:p></o:p></SPAN></P> <P class=MsoNormal><SPAN style="FONT-FAMILY: 'Tahoma','sans-serif'; FONT-SIZE: 14pt">Sincerely, </SPAN><SPAN style="COLOR: black"><o:p></o:p></SPAN></P> <DIV> <P style="mso-margin-top-alt: auto; mso-margin-bottom-alt: auto" class=MsoNormal><I><SPAN style="FONT-FAMILY: 'Lucida
Calligraphy'; COLOR: black">(b) (6) </SPAN></I><SPAN style="FONT-FAMILY: 'Lucida Calligraphy'; COLOR: black"> <o:p></o:p></SPAN></P> <P style="mso-margin-top-alt: auto; mso-margin-bottom-alt: auto" class=MsoNormal><I><SPAN style="FONT-FAMILY: 'Arial','sans-serif'; COLOR: #0070c0; FONT-SIZE: 10pt">TSA SHM/CSQIM/ICMS Coordinator</SPAN></I><SPAN style="COLOR: #0070c0"> <BR></SPAN><I><SPAN style="FONT-FAMILY: 'Arial','sans-serif'; COLOR: #0070c0; FONT-SIZE: 10pt">Will Rogers World Airport OKC</SPAN></I><SPAN style="COLOR: #0070c0"> <BR></SPAN><I><SPAN style="FONT-FAMILY: 'Arial','sans-serif'; COLOR: #0070c0; FONT-SIZE: 10pt">Lawton/Ft. Sill Regional Airport - LAW</SPAN></I><SPAN style="COLOR: #0070c0"> <BR></SPAN><I><SPAN style="FONT-FAMILY: 'Arial','sans-serif'; COLOR: #0070c0; FONT-SIZE: 10pt">Office: (b) (6) </SPAN></I><SPAN style="COLOR: #0070c0"> <BR></SPAN><I><SPAN style="FONT-FAMILY: 'Arial','sans-serif'; COLOR: #0070c0; FONT-SIZE: 10pt">Cell: (b) (6) (b) (6) </SPAN></I><I><SPAN style="FONT-FAMILY: 'Lucida Calligraphy'; COLOR: #0070c0; FONT-SIZE: 10pt"><o:p></o:p></SPAN></I></P> <P class=MsoNormal><I><SPAN style="FONT-FAMILY: 'Lucida Calligraphy'; COLOR: #8db3e2">"Security can only be achieved through constant change, through discarding old ideas that have outlived their usefullness and adapting others to current facts." - William O. Douglas </SPAN></I><I><SPAN style="FONT-FAMILY: 'Lucida Calligraphy'; COLOR: #8db3e2"><o:p></o:p></SPAN></I></P> <P style="mso-margin-top-alt: auto; mso-margin-bottom-alt: auto" class=MsoNormal><SPAN style="FONT-FAMILY: 'Arial','sans-serif'; COLOR: #0070c0; FONT-SIZE: 10pt">Questions and Comments? Visit:</SPAN><SPAN style="COLOR: #0070c0"> <A href="http://www.tsa.gov/"><SPAN style="COLOR: #0070c0; FONT-SIZE: 10pt">TSA.gov</SPAN></A></SPAN><SPAN style="COLOR: #0070c0; FONT-SIZE: 10pt">, </SPAN><SPAN style="COLOR: #0070c0"><A href="http://www.tsa.gov/blog/"><SPAN style="COLOR: #0070c0; FONT-SIZE: 10pt">Evolution of Security Blog</SPAN></A></SPAN><SPAN style="COLOR: #0070c0; FONTSIZE: 10pt">, </SPAN><SPAN style="COLOR: #0070c0"><A href="https://contact.tsa.dhs.gov/gotfeedback/"><SPAN style="COLOR: #0070c0; FONT-SIZE: 10pt">Got Feedback?</SPAN></A> <BR><BR><o:p></o:p></SPAN></P> <P class=MsoNormal><SPAN style="FONT-FAMILY: 'Calibri','sans-serif'; COLOR: black; FONT-SIZE: 11pt"><BR><BR></SPAN><SPAN style="FONT-FAMILY: 'Calibri','sans-serif'; COLOR: black; FONT-SIZE: 11pt"><o:p></o:p></SPAN></P></DIV> <P class=MsoNormal><SPAN style="COLOR: black"><o:p> </o:p></SPAN></P> <DIV> <DIV style="BORDER-BOTTOM: medium none; BORDER-LEFT: medium none; PADDING-BOTTOM: 0in; PADDING-LEFT: 0in; PADDINGRIGHT: 0in; BORDER-TOP: #b5c4df 1pt solid; BORDER-RIGHT: medium none; PADDING-TOP: 3pt"> <P class=MsoNormal><B><SPAN style="FONT-FAMILY: 'Tahoma','sans-serif'; FONT-SIZE: 10pt">From:</SPAN></B><SPAN style="FONT-FAMILY: 'Tahoma','sans-serif'; FONT-SIZE: 10pt"> TSA-ContactCenter [mailto:[email protected]] <BR><B>Sent:</B> Wednesday, October 13, 2010 2:16 PM<BR><B>To:</B> (b) (6) <BR><B>Subject:</B> Re: TSA Contact Us: Complaints <<#528633-682887#>><o:p></o:p></SPAN></P></DIV></DIV> <P class=MsoNormal><o:p> </o:p></P> <DIV> <P><SPAN style="FONT-FAMILY: 'Helvetica','sans-serif'; COLOR: black; FONT-SIZE: 10pt">Thank you for your email message. We are sorry you were unhappy with your recent travel experience.</SPAN><SPAN style="FONT-FAMILY: 'Arial','sans-serif'; COLOR: black; FONT-SIZE: 10pt"> <o:p></o:p></SPAN></P> <P><SPAN style="FONT-FAMILY: 'Arial','sans-serif'; COLOR: black; FONT-SIZE: 10pt"> <o:p></o:p></SPAN></P> <P><SPAN style="FONT-FAMILY: 'Helvetica','sans-serif'; COLOR: black; FONT-SIZE: 10pt">Because your complaint is regarding screening at OKC, we have forwarded a copy of your email to the Customer Service Manager at that airport for review. The Customer Service Manager is responsible for ensuring that the screener workforce adheres to TSA principles for professional processing.</SPAN><SPAN style="FONT-FAMILY: 'Arial','sans-serif'; COLOR: black; FONT-SIZE: 10pt"> <o:p></o:p></SPAN></P> <P><SPAN style="FONT-FAMILY: 'Arial','sans-serif'; COLOR: black; FONT-SIZE: 10pt"> <o:p></o:p></SPAN></P> <P><SPAN style="FONT-FAMILY: 'Helvetica','sans-serif'; COLOR: black; FONT-SIZE: 10pt">We monitor the number and nature of complaints we receive to track trends and spot areas of concern that may require special attention. This ongoing process will enable us to ensure prompt, corrective action whenever we determine that security-screening policies need modification or specific employees or screener teams are the subjects of repeated complaints.</SPAN><SPAN style="FONT-FAMILY: 'Arial','sans-serif'; COLOR: black; FONTSIZE: 10pt"> <o:p></o:p></SPAN></P> <P><SPAN style="FONT-FAMILY: 'Arial','sans-serif'; COLOR: black; FONT-SIZE: 10pt"> <o:p></o:p></SPAN></P> <P><SPAN style="FONT-FAMILY: 'Helvetica','sans-serif'; COLOR: black; FONT-SIZE: 10pt">Again, TSA offers our sincere apologies and encourage you to check the latest information at <A href="http://www.tsa.gov/">www.tsa.gov</A>.</SPAN><SPAN style="FONT-FAMILY: 'Arial','sans-serif'; COLOR: black; FONT-SIZE: 10pt"> <o:p></o:p></SPAN></P> <P><SPAN style="FONT-FAMILY: 'Arial','sans-serif'; COLOR: black; FONT-SIZE: 10pt"> <o:p></o:p></SPAN></P> <P><SPAN style="FONT-FAMILY: 'Helvetica','sans-serif'; COLOR: black; FONT-SIZE: 10pt">TSA Contact Center</SPAN><SPAN style="FONT-FAMILY: 'Arial','sans-serif'; COLOR: black; FONT-SIZE: 10pt"><o:p></o:p></SPAN></P></DIV> <P style="MARGIN-BOTTOM: 12pt" class=MsoNormal><BR><BR><o:p></o:p></P> <DIV> <P style="MARGIN-BOTTOM: 12pt" class=MsoNormal>--- Original Message ---<BR>From: <(b) (6) ><BR>Received: 10/12/10 1:03:41 PM EDT<BR>To: "TSA Contact Center" <[email protected]><BR>Subject: TSA Contact Us: Complaints<BR><BR>THIS GENERATED EMAIL HAS BEEN SENT FROM http://www.tsa.gov/contact/index.shtm<BR>-----------------------------------------------------------------------------------------------------------<BR>Remote Client IP: (b) (6) <BR>Date Time: 10/12/2010 7:28:13 AM<BR>-----------------------------------------------------------------------------------------------------------<o:p></o:p></P> <TABLE style="BORDER-BOTTOM: 1.5pt outset; BORDER-LEFT: 1.5pt outset; WIDTH: 562.5pt; BORDER-TOP: 1.5pt outset; BORDERRIGHT: 1.5pt outset" class=MsoNormalTable border=1 cellSpacing=1 cellPadding=0 width=750> <TBODY> <TR>
<TD style="PADDING-BOTTOM: 2.25pt; PADDING-LEFT: 2.25pt; WIDTH: 150pt; PADDING-RIGHT: 2.25pt; PADDING-TOP: 2.25pt" vAlign=top width=200> <P style="TEXT-ALIGN: right" class=MsoNormal align=right><B>Name:<o:p></o:p></B></P></TD> <TD style="PADDING-BOTTOM: 2.25pt; PADDING-LEFT: 2.25pt; PADDING-RIGHT: 2.25pt; PADDING-TOP: 2.25pt"> <P class=MsoNormal>(b) (6) <o:p></o:p></P></TD></TR> <TR> <TD style="PADDING-BOTTOM: 2.25pt; PADDING-LEFT: 2.25pt; WIDTH: 150pt; PADDING-RIGHT: 2.25pt; PADDING-TOP: 2.25pt" vAlign=top width=200> <P style="TEXT-ALIGN: right" class=MsoNormal align=right><B>Email:<o:p></o:p></B></P></TD> <TD style="PADDING-BOTTOM: 2.25pt; PADDING-LEFT: 2.25pt; PADDING-RIGHT: 2.25pt; PADDING-TOP: 2.25pt"> <P class=MsoNormal(b) (6) <o:p></o:p></P></TD></TR> <TR> <TD style="PADDING-BOTTOM: 2.25pt; PADDING-LEFT: 2.25pt; WIDTH: 150pt; PADDING-RIGHT: 2.25pt; PADDING-TOP: 2.25pt" vAlign=top width=200> <P style="TEXT-ALIGN: right" class=MsoNormal align=right><B>Complaints:<o:p></o:p></B></P></TD> <TD style="PADDING-BOTTOM: 2.25pt; PADDING-LEFT: 2.25pt; PADDING-RIGHT: 2.25pt; PADDING-TOP: 2.25pt"> <P class=MsoNormal>Inconsistent Screening (Different Practices between Airports)<o:p></o:p></P></TD></TR> <TR> <TD style="PADDING-BOTTOM: 2.25pt; PADDING-LEFT: 2.25pt; WIDTH: 150pt; PADDING-RIGHT: 2.25pt; PADDING-TOP: 2.25pt" vAlign=top width=200> <P style="TEXT-ALIGN: right" class=MsoNormal align=right><B>Flight Info (If applicable. Enter Flight#/Airline/Terminal/Airport/Gate/Etc):<o:p></o:p></B></P></TD> <TD style="PADDING-BOTTOM: 2.25pt; PADDING-LEFT: 2.25pt; PADDING-RIGHT: 2.25pt; PADDING-TOP: 2.25pt"> <P class=MsoNormal>October 9, 2010 6:16-6:30am Oklahoma City<o:p></o:p></P></TD></TR> <TR> <TD style="PADDING-BOTTOM: 2.25pt; PADDING-LEFT: 2.25pt; WIDTH: 150pt; PADDING-RIGHT: 2.25pt; PADDING-TOP: 2.25pt" vAlign=top width=200> <P style="TEXT-ALIGN: right" class=MsoNormal align=right><B>Comments:<o:p></o:p></B></P></TD> <TD style="PADDING-BOTTOM: 2.25pt; PADDING-LEFT: 2.25pt; PADDING-RIGHT: 2.25pt; PADDING-TOP: 2.25pt"> <P class=MsoNormal>I am a Flight Attendant and this is the second time I have written and complained concerning the same airport in Oklahoma City. The inconsistency is my main complaint, and TSA agents not knowing the rules about Netbooks. According to TSA signs in various airports, I do not have to take out my 10 inch Netbook. Oklahoma City TSA agents to not seem to be aware of this. Why are they not updated on changes which take place on items that are allowed? My Crew had to stand by and at one point I motioned for the Captain to come over, as it was taking so long. We have limited time to get through security, proceed to our gate, get our paperwork and ready the plane for passengers so we can leave on time.<o:p></o:p></P></TD></TR></TBODY></TABLE></DIV> <P class=MsoNormal><BR><BR>------ TCC Control Number: ------<BR><<#528633-682887#>><o:p></o:p></P></DIV></div> <BR><BR>------ TCC Control Number: ------<BR><<#528633-682887#>></body></html> END RECORD
CONTACT RECORD
EID: 51873552 Contact Type: Contact Date: 2010-10-15 15:22:28 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2010-10-15 15:34:00 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: (b) (6) phoned into the TCC with concerns & complaints regarding being selected for secondary screening, She feels the Delta Employee should not inform passenger of the selectee process and also wanted to report the TSA agent didn't pay attention to her boarding pass to know she was a selectee if she didn't mention it to the screener. Body: Agent Notes: Advised caller information will be noted. FYI Sent To CSM Advised caller information will be noted. FYI Sent To CSM Follow Up: (b) (6) phoned into the TCC with concerns & complaints regarding being selected for secondary screening, She feels the Delta Employee should not inform passenger of the selectee process and also wanted to report the TSA agent didn't pay attention to her boarding pass to know she was a selectee if she didn't mention it to the screener. (b) (6) wanted to report this matter so managment is aware. To TSOC Date: From TSOC Date: Last Updated By: (b) (6) 10/15/2010 3:35:29 PM,(b) (6) 10/15/2010 3:37:02 PM,(b) (6) 11/11/2010 4:20:50 PM,(b) (6) 11/11/2010 4:21:01 PM, Last Update Date: Opening Agent: Opened Date: 10/15/2010 3:22:28 PM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, Airline: Delta Air Lines -¬Delta Air Lines -¬, Subject Category: Secondary Screening - General - Secondary Screening - General Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 51884853 Contact Type: Contact Date: 2010-10-26 14:40:14 Medium: EMAIL Contact Status: CLOSED Incident Date: Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: (b) (6) Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: (b) (6) Subject: ISSUE, TSA Contact Us: Complaints Body: THIS GENERATED EMAIL HAS BEEN SENT FROM http://www.tsa.gov/contact/index.shtm -----------------------------------------------------------------------------------------------------------Remote Client IP: (b) (6) Date Time: 10/24/2010 10:50:52 PM ------------------------------------------------------------------------------------------------------------
Name: (b) (6) Email: (b) (6) Complaints:Damaged or Missing items in Checked or Carry-on Baggage Flight Info (If applicable. Enter Flight#/Airline/Terminal/Airport/Gate/Etc):CO2990/Continental/Will Rogers World Airport/Gate 10 Comments:Good morning, On Saturday, 23oct2010, about 2pm, I had my black brand-new "Wii Nintendo console" missing on checkpoint area in Oklahoma City (Will Rogers World Airport). During screening a TSA agente took it from my backpack without asking me to do it. So, it was not my fault!!! I only notice the item was missing when I landed on Houston Airport. Now how can I have my item back? I live in Brazil but I have some friends that works on FAA (Federal Aviation Administration). I need a email to contact OKC lost & found ((b) (6) )? Please, send me all necessary information to get my game back. Sincerely yours
(b) (6) (b) (6)
Agent Notes: Fwd to Appropriate Office Response Fwd to Appropriate Office Response, BCC OKC SHM/CSQIM (b) (6) . Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) 10/26/2010 2:40:14 PM,(b) (6) 10/26/2010 2:45:58 PM, Last Update Date: Opening Agent: Opened Date: 10/25/2010 1:48:00 PM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, Airline: Continental Airlines (present) -¬Continental Airlines (present) -¬, Subject Category: Lost and Found- TSA - Lost and Found- TSA Interaction Type: COMPLAINT Response Email: From: Prior Vendor To: (b) (6) at
Subject: Re: TSA Contact Us: Complaints <<#550152-688698#>> Body: <html><head><style type="text/css">p {margin-bottom: 0; margin-top: 0;}</style></head><body bgcolor="#ffffff" style="background: #ffffff"> <font size="2"><div style="width:100%;word-wrap:break-word;font-family: Arial;color: #000000;"><P><FONT size=3 face=" Helvetica, sans-serif,Arial">Thank you for your email message. </FONT></P> <P><FONT size=3> </FONT> </P> <P><FONT size=3 face=" Helvetica, sans-serif,Arial">Please accept our appreciation for you taking the time to share this information with us. Your email has been forwarded to the appropriate office at OKC for action as required. </FONT> </P> <P><FONT size=3> </FONT> </P> <P><FONT size=3 face=" Helvetica, sans-serif,Arial">We encourage you to check the latest information at </FONT><FONT size=3 face=" Helvetica, sans-serif,Arial"><A href="http://www.tsa.gov/" shape=rect>www.tsa.gov</A></FONT><FONT size=3 face=" Helvetica, sansserif,Arial">. </FONT></P> <P><FONT size=3> </FONT> </P> <P><FONT size=3 face=" Helvetica, sans-serif,Arial">TSA Contact Center</FONT><FONT size=3 face=" Helvetica, sans-serif,Arial"><BR clear=none></FONT></P></div> </font><br /> <br><br><div>--- Original Message ---<BR>From: <(b) (6) ><BR>Received: 10/25/10 1:48:29 PM EDT<BR>To: "TSA Contact Center" <[email protected]><BR>Subject: TSA Contact Us: Complaints<BR><BR>THIS GENERATED EMAIL HAS BEEN SENT FROM http://www.tsa.gov/contact/index.shtm<BR>-----------------------------------------------------------------------------------------------------------<BR>Remote Client IP: (b) (6) <BR>Date Time: 10/24/2010 10:50:52 PM<BR>-----------------------------------------------------------------------------------------------------------<BR><BR> <TABLE style="WIDTH: 750px" border=2 cellSpacing=1 cellPadding=3> <TBODY> <TR> <TD style="TEXT-ALIGN: right; WIDTH: 200px; VERTICAL-ALIGN: top; FONT-WEIGHT: bold">Name:</TD> <TD>(b) (6) </TD></TR> <TR> <TD style="TEXT-ALIGN: right; WIDTH: 200px; VERTICAL-ALIGN: top; FONT-WEIGHT: bold">Email:</TD> <TD>(b) (6) .br</TD></TR> <TR> <TD style="TEXT-ALIGN: right; WIDTH: 200px; VERTICAL-ALIGN: top; FONT-WEIGHT: bold">Complaints:</TD> <TD>Damaged or Missing items in Checked or Carry-on Baggage</TD></TR> <TR> <TD style="TEXT-ALIGN: right; WIDTH: 200px; VERTICAL-ALIGN: top; FONT-WEIGHT: bold">Flight Info (If applicable. Enter Flight#/Airline/Terminal/Airport/Gate/Etc):</TD> <TD>CO2990/Continental/Will Rogers World Airport/Gate 10</TD></TR> <TR> <TD style="TEXT-ALIGN: right; WIDTH: 200px; VERTICAL-ALIGN: top; FONT-WEIGHT: bold">Comments:</TD> <TD>Good morning,<BR>On Saturday, 23oct2010, about 2pm, I had my black brand-new "Wii Nintendo console" missing on checkpoint area in Oklahoma City (Will Rogers World Airport). During screening a TSA agente took it from my backpack without asking me to do it. So, it was not my fault!!! I only notice the item was missing when I landed on Houston Airport. Now how can I have my item back? I live in Brazil but I have some friends that works on FAA (Federal Aviation Administration).<BR>I need a email to contact OKC lost & found )? Please, send me all necessary information to get my game back.<BR>Sincerely yours<BR>(b) (6) (b) (6) </TD></TR></TBODY></TABLE></div> (b) (6) <BR><BR>------ TCC Control Number: ------<BR><<#550152-688698#>></body></html> END RECORD
CONTACT RECORD
EID: 51903755 Contact Type: Contact Date: 2010-11-10 14:25:40 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2010-11-04 15:00:00 Contact Prefix: (b) (6) Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Caller wants to retrieve his IPad that was left at the security checkpoint at OKC. Body: Agent Notes: Provided the number to TSA's lost and found at OKC and transferred the call. Walked caller thru the claims process and how to download a form from the TSA website. Provided the number to TSA's lost and found at OKC and transferred the call. Walked caller thru the claims process and how to download a form from the TSA website. Flight # 6887 Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) 11/10/2010 2:35:12 PM, Last Update Date: Opening Agent: Opened Date: 11/10/2010 2:25:40 PM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, DEN Denver, CO, USA - Denver International, Airline: United Airlines -¬United Airlines -¬, Subject Category: Lost and Found- TSA - Lost and Found- TSA Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 51904826 Contact Type: Contact Date: 2010-11-11 09:49:27 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2010-11-10 14:00:00 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Items (body spray for horses, polish remover for horses, spray polish for horses) is missing from checked bag @ OKC. Body: Agent Notes: Provided Lost and Found information to caller and advised caller how to file a claim. Provided Lost and Found information to caller and advised caller how to file a claim. NOI was located in luggage Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) 11/11/2010 9:59:32 AM, Last Update Date: Opening Agent: Opened Date: 11/11/2010 9:49:27 AM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, Airline: United Airlines -¬United Airlines -¬, Subject Category: Claim Form Requests - Missing items from Checked Baggage - Claim Form Requests - Missing items from Checked Baggage Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 51913413 Contact Type: Contact Date: 2010-11-17 14:04:53 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2010-11-17 05:15:00 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Caller wants to file a complaint because she was humiliated and violated during a patdown inspection. Body: Agent Notes: Advised caller that a message will be sent to the CSM at OKC informing them of this incident. Advised caller that a message will be sent to the CSM at OKC informing them of this incident. Caller wants to know who she can write to regarding the new screening procedures. Provided caller with the address for TSA headquarters. Follow Up: (b) (6) wants to file a complaint because she was humiliated and violated during a patdown inspection. She stated that she removed her shoes and placed them in the bin for screening and then a TSA screener removed them from the belt and tested them with dust chemical reader and stated that they tested positive for explosives. (b) (6) stated that the screener told her that she had to be patted down and they had to check the rest of her belongings. She stated that the screener tested her shoes again and they were fine. (b) (6) didn't understand why her shoes didn't test positive for the explosives the second time. She stated that the patdown procedure was horrific and a violation of her privacy. (b) (6) wanted to inform someone of this incident and she would like for someone to give her a call back. To TSOC Date: From TSOC Date: Last Updated By: (b) (6) 11/17/2010 2:21:32 PM,(b) (6) 11/17/2010 2:21:42 PM, Last Update Date: Opening Agent: Opened Date: 11/17/2010 2:04:53 PM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, Airline: Delta Air Lines -¬Delta Air Lines -¬, Subject Category: RED BALL - New Pat Down Procedures as of 10-28-10 - RED BALL - New Pat Down Procedures as of 10-28-10 Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 51918782 Contact Type: Contact Date: 2010-11-19 15:25:13 Medium: EMAIL Contact Status: CLOSED Incident Date: Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: (b) (6) Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: (b) (6) Subject: ISSUE, TSA Contact Us: Complaints Body: THIS GENERATED EMAIL HAS BEEN SENT FROM http://www.tsa.gov/contact/index.shtm -----------------------------------------------------------------------------------------------------------Remote Client IP: (b) (6) Date Time: 11/15/2010 9:22:48 PM ------------------------------------------------------------------------------------------------------------
Name: (b) (6) Email: (b) (6) Complaints:Inappropriate Screening/Pat Down Screening Flight Info (If applicable. Enter Flight#/Airline/Terminal/Airport/Gate/Etc):November 13, 2010 at Will Rogers World Airport, Oklahoma City, OK at approximately 7:30 am Comments:I was walking with a cane into the screening area. I have had double knee surgery and wearing knee braces on each knee. I put my cane through but when walking through I set off the machine. I was ordered to stand and not move while my belongings were retrieved. (b) (6) told me that he was going to pat me down and said he was going to explain each step. I informed him that I had double knee surgery and was prior law enforcement and he needed not explain it but to hurry because I was in pain. He said that he had to tell me and I said "OK" but hurry because my knees were in extreme pain. (b) (6) asked me if I was sensitive and I told him know. He began what must have been the longest pat search in the history of mankind. Finally, after he asked me again if I was sensitive again, I sat down and ask if he could retrieve his supervisor. (b) (6) came over and again I explained that I had double knee surgery and was in pain and that I did not mind the pat search, but that he was taking too long. He told me to blame Congress. Again, I had to stand up while he did my front side. After that, they discovered my knee braces and asked me to pull up my pants legs. I told them that my pants would not come up that high. So (b) (6) said to (b) (6) that if he could not get to it, he could not get to it and terminated the search. What? Why did they not wand me and determine that the braces was what was setting the machine off? What about the American Disibilies Act where reasonable accommodations can be applied. What do I have to do get a wheel chair before I can pass through security. I am demanding that these officers be disciplined and the TSA Manager, (b) (6) , be required to train his staff. I will await TSA answer to this before I seek an attorney Agent Notes: Consumer Complaint BCC/CSM Response Consumer Complaint BCC/CSM Response, BCC OKC SHM/CSQIM (b) (6) at (b) (6) Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) 11/19/2010 3:25:13 PM,(b) (6) 11/19/2010 3:33:03 PM, Last Update Date: Opening Agent: Opened Date: 11/17/2010 10:35:28 AM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport,
Airline: Subject Category: Secondary Screening - General - Secondary Screening - General Interaction Type: COMPLAINT Response Email: From: Prior Vendor To: (b) (6) Subject: Re: TSA Contact Us: Complaints <<#561114-702445#>> Body: <html><head><style type="text/css">p {margin-bottom: 0; margin-top: 0;}</style></head><body bgcolor="#ffffff" style="background: #ffffff"> <font size="2"><div style="width:100%;word-wrap:break-word;font-family: Arial;color: #000000;"><P><FONT face=" Helvetica, sansserif,Arial">Thank you for your email message. We are sorry you were unhappy with your recent travel experience.</FONT> </P> <P> </P> <P><FONT face=" Helvetica, sans-serif,Arial">Because your complaint is regarding screening at OKC, we have forwarded a copy of your email to the Customer Service Manager at that airport. The Customer Service Manager is responsible for ensuring that the screener workforce adheres to TSA principles for professional processing.</FONT> </P> <P> </P> <P><FONT face=" Helvetica, sans-serif,Arial">We monitor the number and nature of complaints we receive to track trends and spot areas of concern that may require special attention. This ongoing process will enable us to ensure prompt, corrective action whenever we determine that security-screening policies need modification or specific employees or screener teams are the subjects of repeated complaints.</FONT> </P> <P> </P> <P><FONT face=" Helvetica, sans-serif,Arial">Again, TSA offers our sincere apologies and encourage you to check the latest information at </FONT><FONT face=" Helvetica, sans-serif,Arial"><A href="http://www.tsa.gov/" shape=rect>www.tsa.gov</A></FONT><FONT face=" Helvetica, sans-serif,Arial">.</FONT> </P> <P> </P> <P><FONT face=" Helvetica, sans-serif,Arial">TSA Contact Center</FONT><FONT face=" Helvetica, sans-serif,Arial"><BR clear=none></FONT></P></div> </font><br /> <br><br><div>--- Original Message ---<BR>From: <(b) (6) ><BR>Received: 11/17/10 10:35:26 AM EST<BR>To: "TSA Contact Center" <[email protected]><BR>Subject: TSA Contact Us: Complaints<BR><BR>THIS GENERATED EMAIL HAS BEEN SENT FROM http://www.tsa.gov/contact/index.shtm<BR>-----------------------------------------------------------------------------------------------------------<BR>Remote Client IP: (b) (6) <BR>Date Time: 11/15/2010 9:22:48 PM<BR>-----------------------------------------------------------------------------------------------------------<BR><BR> <TABLE style="WIDTH: 750px" border=2 cellSpacing=1 cellPadding=3> <TBODY> <TR> <TD style="TEXT-ALIGN: right; WIDTH: 200px; VERTICAL-ALIGN: top; FONT-WEIGHT: bold">Name:</TD> <TD>(b) (6) </TD></TR> <TR> <TD style="TEXT-ALIGN: right; WIDTH: 200px; VERTICAL-ALIGN: top; FONT-WEIGHT: bold">Email:</TD> <TD>(b) (6) </TD></TR> <TR> <TD style="TEXT-ALIGN: right; WIDTH: 200px; VERTICAL-ALIGN: top; FONT-WEIGHT: bold">Complaints:</TD> <TD>Inappropriate Screening/Pat Down Screening</TD></TR> <TR> <TD style="TEXT-ALIGN: right; WIDTH: 200px; VERTICAL-ALIGN: top; FONT-WEIGHT: bold">Flight Info (If applicable. Enter Flight#/Airline/Terminal/Airport/Gate/Etc):</TD> <TD>November 13, 2010 at Will Rogers World Airport, Oklahoma City, OK at approximately 7:30 am</TD></TR> <TR> <TD style="TEXT-ALIGN: right; WIDTH: 200px; VERTICAL-ALIGN: top; FONT-WEIGHT: bold">Comments:</TD> <TD>I was walking with a cane into the screening area. I have had double knee surgery and wearing knee braces on each knee. I put my cane through but when walking through I set off the machine. I was ordered to stand and not move while my belongings were retrieved. told me that he was going to pat me down and said he was going to explain each step. I informed him that I had double (b) (6) knee surgery and was prior law enforcement and he needed not explain it but to hurry because I was in pain. He said that he had to tell me and I said "OK" but hurry because my knees were in extreme pain. (b) (6) asked me if I was sensitive and I told him know. He began what must have been the longest pat search in the history of mankind. Finally, after he asked me again if I was sensitive again, I sat down and ask if he could retrieve his supervisor. (b) (6) came over and again I explained that I had double knee surgery and was in pain and that I did not mind the pat search, but that he was taking too long. He told me to blame Congress. Again, I had to stand up while he did my front side. After that, they discovered my knee braces and asked me to pull up my pants legs. I told them that my pants would not come up that high. So (b) (6) said to (b) (6) that if he could not get to it, he could not get to it and terminated the search. What? Why did they not wand me and determine that the braces was what was setting the machine off? What about the American Disibilies Act where reasonable accommodations can be applied. What do I have to do get a wheel chair before I can pass through security. I am demanding that these officers be disciplined and the TSA Manager, (b) (6) , be required to train his
staff. I will await TSA answer to this before I seek an attorney.</TD></TR></TBODY></TABLE></div> <BR><BR>------ TCC Control Number: ------<BR><<#561114-702445#>></body></html> END RECORD
CONTACT RECORD
EID: 51919590 Contact Type: Contact Date: 2010-11-20 05:20:44 Medium: EMAIL Contact Status: CLOSED Incident Date: Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: (b) (6) Subject: ISSUE, TSA Contact Us: Compliments or Suggestions Body: THIS GENERATED EMAIL HAS BEEN SENT FROM http://www.tsa.gov/contact/index.shtm -----------------------------------------------------------------------------------------------------------Remote Client IP: (b) (6) Date Time: 11/16/2010 8:37:58 AM ------------------------------------------------------------------------------------------------------------
Subject:Suggestions Name: (b) (6) Email: (b) (6) Comments:I was chosen for enhanced screening after I had picked up my bags from the baggage pick up area at the end of my flight. The entire time the TSA agent was looking through my stuff he kept complaining about his job and saying how he was going to get a different one. I felt very uncomfortable. This was in OKC about 3 months ago. My suggestion would be to hire higher quality employees Agent Notes: Consumer Complaint BCC/CSM Response Consumer Complaint BCC/CSM Response, bcc csm okc (b) (6) Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) 11/20/2010 5:20:44 AM,(b) (6) 11/20/2010 5:22:27 AM, Last Update Date: Opening Agent: Opened Date: 11/17/2010 10:43:06 AM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, Airline: Subject Category: Secondary Screening - General - Secondary Screening - General Interaction Type: COMPLAINT Response Email: From: Prior Vendor To: (b) (6) Subject: Re: TSA Contact Us: Compliments or Suggestions <<#561561-702969#>> Body: <html><head><style type="text/css">p {margin-bottom: 0; margin-top: 0;}</style></head><body bgcolor="#ffffff" style="background: #ffffff"> <font size="2"><div style="width:100%;word-wrap:break-word;font-family: Arial;color: #000000;"><P><FONT face=" Helvetica, sansserif,Arial">Thank you for your email message. We are sorry you were unhappy with your recent travel experience.</FONT> </P>
<P> </P> <P><FONT face=" Helvetica, sans-serif,Arial">Because your complaint is regarding screening at OKC, we have forwarded a copy of your email to the Customer Service Manager at that airport. The Customer Service Manager is responsible for ensuring that the screener workforce adheres to TSA principles for professional processing.</FONT> </P> <P> </P> <P><FONT face=" Helvetica, sans-serif,Arial">We monitor the number and nature of complaints we receive to track trends and spot areas of concern that may require special attention. This ongoing process will enable us to ensure prompt, corrective action whenever we determine that security-screening policies need modification or specific employees or screener teams are the subjects of repeated complaints.</FONT> </P> <P> </P> <P><FONT face=" Helvetica, sans-serif,Arial">Again, the TSA offers sincere apologies for the discomfort you experienced while traveling and encourage you to check the latest information at </FONT><A href="http://www.tsa.gov/" shape=rect><FONT face=" Helvetica, sansserif,Arial">www.tsa.gov</FONT></A><FONT face=" Helvetica, sans-serif,Arial">.</FONT> </P> <P> </P> <P><FONT face=" Helvetica, sans-serif,Arial">TSA Contact Center</FONT><FONT face=" Helvetica, sans-serif,Arial"><BR clear=none></FONT></P></div> </font><br /> <br><br><div>--- Original Message ---<BR>From: <(b) (6) ><BR>Received: 11/17/10 10:43:05 AM EST<BR>To: "TSA Contact Center" <[email protected]><BR>Subject: TSA Contact Us: Compliments or Suggestions<BR><BR>THIS GENERATED EMAIL HAS BEEN SENT FROM http://www.tsa.gov/contact/index.shtm<BR>-----------------------------------------------------------------------------------------------------------<BR>Remote Client IP: (b) (6) <BR>Date Time: 11/16/2010 8:37:58 AM<BR>-----------------------------------------------------------------------------------------------------------<BR><BR> <TABLE style="WIDTH: 750px" border=2 cellSpacing=1 cellPadding=3> <TBODY> <TR> <TD style="TEXT-ALIGN: right; WIDTH: 200px; VERTICAL-ALIGN: top; FONT-WEIGHT: bold">Subject:</TD> <TD>Suggestions</TD></TR> <TR> <TD style="TEXT-ALIGN: right; WIDTH: 200px; VERTICAL-ALIGN: top; FONT-WEIGHT: bold">Name:</TD> <TD>(b) (6) </TD></TR> <TR> <TD style="TEXT-ALIGN: right; WIDTH: 200px; VERTICAL-ALIGN: top; FONT-WEIGHT: bold">Email:</TD> <TD>(b) (6) </TD></TR> <TR> <TD style="TEXT-ALIGN: right; WIDTH: 200px; VERTICAL-ALIGN: top; FONT-WEIGHT: bold">Comments:</TD> <TD>I was chosen for enhanced screening after I had picked up my bags from the baggage pick up area at the end of my flight. The entire time the TSA agent was looking through my stuff he kept complaining about his job and saying how he was going to get a different one. I felt very uncomfortable. This was in OKC about 3 months ago. My suggestion would be to hire higher quality employees.</TD></TR></TBODY></TABLE></div> <BR><BR>------ TCC Control Number: ------<BR><<#561561-702969#>></body></html> END RECORD
CONTACT RECORD
EID: 51919702 Contact Type: Contact Date: 2010-11-20 08:40:10 Medium: EMAIL Contact Status: CLOSED Incident Date: Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: (b) (6) Subject: ISSUE, TSA Contact Us: Complaints Body: THIS GENERATED EMAIL HAS BEEN SENT FROM http://www.tsa.gov/contact/index.shtm -----------------------------------------------------------------------------------------------------------Remote Client IP: (b) (6) Date Time: 11/16/2010 9:57:33 AM ------------------------------------------------------------------------------------------------------------
Name: (b) (6) Email: (b) (6) Complaints:Inconsistent Screening (Different Practices between Airports) Flight Info (If applicable. Enter Flight#/Airline/Terminal/Airport/Gate/Etc):OKC Nov 11, 2010 445 pm LAS Nov 15,2010 5am Comments:In Oklahoma city, because of my knee replacement I was treated like a criminal, seperated from my personel belongings for 10 minutes, my family was abused because they retrieved my personal items while I was being patted down and given a lecture on 9/11 because my wasn't happy with my treatment. When I tried to complain, the officers involved had disappeared without giving me their names. In Las Vegas, the exact opposite happened. When informing the TSA officers of my knee replacement, I was moved to the body scanner, my items were moved to the same area I was in, never out of site, then given to my family while I was being scanned. It was not a bad experience, unlike my hometown of Oklahoma City, and I pity anyone subjected to the treatment of the Oklahoma City Officers Agent Notes: Consumer Complaint BCC/CSM Response Consumer Complaint BCC/CSM Response, BCC SHM/CSQIM (b) (6) @
(b) (6)
Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) 11/20/2010 8:50:21 AM, Last Update Date: Opening Agent: Opened Date: 11/17/2010 10:44:49 AM Linked Event IDs:
11/20/2010 8:40:10 AM,(b) (6)
11/20/2010 8:48:55 AM,(b) (6)
Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, LAS Las Vegas, NV, USA - Mccarran International Airport, Airline: Subject Category: Inappropriate Screening- Pat Down-Complaint - Inappropriate Screening- Pat Down-Complaint Interaction Type: COMPLAINT Response Email: From: Prior Vendor To: (b) (6)
Subject: Re: TSA Contact Us: Complaints <<#561668-703087#>> Body: <html><head><style type="text/css">p {margin-bottom: 0; margin-top: 0;}</style></head><body bgcolor="#ffffff" style="background: #ffffff"> <font size="2"><div style="width:100%;word-wrap:break-word;font-family: Arial;color: #000000;"><P><FONT face=" Helvetica, sansserif,Arial">Thank you for your email message. We are sorry you were unhappy with your recent travel experience.</FONT> </P> <P> </P> <P><FONT face=" Helvetica, sans-serif,Arial">Because your complaint is regarding screening at OKC, we have forwarded a copy of your email to the Customer Service Manager at that airport. The Customer Service Manager is responsible for ensuring that the screener workforce adheres to TSA principles for professional processing.</FONT> </P> <P> </P> <P><FONT face=" Helvetica, sans-serif,Arial">We monitor the number and nature of complaints we receive to track trends and spot areas of concern that may require special attention. This ongoing process will enable us to ensure prompt, corrective action whenever we determine that security-screening policies need modification or specific employees or screener teams are the subjects of repeated complaints.</FONT> </P> <P> </P> <P><FONT face=" Helvetica, sans-serif,Arial">Again, the TSA offers sincere apologies for the discomfort you experienced while traveling and encourage you to check the latest information at </FONT><A href="http://www.tsa.gov/" shape=rect><FONT face=" Helvetica, sansserif,Arial">www.tsa.gov</FONT></A><FONT face=" Helvetica, sans-serif,Arial">.</FONT> </P> <P> </P> <P><FONT face=" Helvetica, sans-serif,Arial">TSA Contact Center</FONT><FONT face=" Helvetica, sans-serif,Arial"><BR clear=none></FONT></P></div> </font><br /> <br><br><div>--- Original Message ---<BR>From: <(b) (6) ><BR>Received: 11/17/10 10:44:49 AM EST<BR>To: "TSA Contact Center" <[email protected]><BR>Subject: TSA Contact Us: Complaints<BR><BR>THIS GENERATED EMAIL HAS BEEN SENT FROM http://www.tsa.gov/contact/index.shtm<BR>-----------------------------------------------------------------------------------------------------------<BR>Remote Client IP: (b) (6) <BR>Date Time: 11/16/2010 9:57:33 AM<BR>-----------------------------------------------------------------------------------------------------------<BR><BR> <TABLE style="WIDTH: 750px" border=2 cellSpacing=1 cellPadding=3> <TBODY> <TR> <TD style="TEXT-ALIGN: right; WIDTH: 200px; VERTICAL-ALIGN: top; FONT-WEIGHT: bold">Name:</TD> <TD>(b) (6) </TD></TR> <TR> <TD style="TEXT-ALIGN: right; WIDTH: 200px; VERTICAL-ALIGN: top; FONT-WEIGHT: bold">Email:</TD> <TD>(b) (6) </TD></TR> <TR> <TD style="TEXT-ALIGN: right; WIDTH: 200px; VERTICAL-ALIGN: top; FONT-WEIGHT: bold">Complaints:</TD> <TD>Inconsistent Screening (Different Practices between Airports)</TD></TR> <TR> <TD style="TEXT-ALIGN: right; WIDTH: 200px; VERTICAL-ALIGN: top; FONT-WEIGHT: bold">Flight Info (If applicable. Enter Flight#/Airline/Terminal/Airport/Gate/Etc):</TD> <TD>OKC Nov 11, 2010 445 pm<BR>LAS Nov 15,2010 5am</TD></TR> <TR> <TD style="TEXT-ALIGN: right; WIDTH: 200px; VERTICAL-ALIGN: top; FONT-WEIGHT: bold">Comments:</TD> <TD>In Oklahoma city, because of my knee replacement I was treated like a criminal, seperated from my personel belongings for 10 minutes, my family was abused because they retrieved my personal items while I was being patted down and given a lecture on 9/11 because my wasn't happy with my treatment. When I tried to complain, the officers involved had disappeared without giving me their names.<BR>In Las Vegas, the exact opposite happened. When informing the TSA officers of my knee replacement, I was moved to the body scanner, my items were moved to the same area I was in, never out of site, then given to my family while I was being scanned. It was not a bad experience, unlike my hometown of Oklahoma City, and I pity anyone subjected to the treatment of the Oklahoma City Officers.</TD></TR></TBODY></TABLE></div> <BR><BR>------ TCC Control Number: ------<BR><<#561668-703087#>></body></html> END RECORD
CONTACT RECORD
EID: 51927021 Contact Type: Contact Date: 2010-11-24 15:40:05 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2010-11-22 15:38:00 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: (b) (6) Fulfillment Sent: Mail Return Date: Contact Email: Subject: Caller Items (mouth piece and door on a printer) damaged in checked bag @ (OKC). NOI inside luggage. Body: Agent Notes: Provided caller with information on the claims process, and SF-95 faxed on (11/24/2010). Provided caller with information on the claims process, and SF-95 faxed on (11/24/2010). NOI-T8 Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) 11/24/2010 3:47:45 PM, Last Update Date: Opening Agent: Opened Date: 11/24/2010 3:40:05 PM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, Airline: Delta Air Lines -¬Delta Air Lines -¬, Subject Category: Claim Form Requests-Checked Bag - Claim Form Requests-Checked Bag Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 51940943 Contact Type: Contact Date: 2010-12-03 00:26:21 Medium: EMAIL Contact Status: CLOSED Incident Date: Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: (b) (6) Subject: ISSUE, TSA Contact Us: Complaints Body: THIS GENERATED EMAIL HAS BEEN SENT FROM http://www.tsa.gov/contact/index.shtm -----------------------------------------------------------------------------------------------------------Remote Client IP: (b) (6) Date Time: 11/22/2010 2:07:40 AM ------------------------------------------------------------------------------------------------------------
Name: (b) (6) Email: (b) (6) Complaints:Damaged or Missing items in Checked or Carry-on Baggage Flight Info (If applicable. Enter Flight#/Airline/Terminal/Airport/Gate/Etc):1035 AA Flight from OKC into Dallas, 1450 AA/Qantas Flight from Dallas into BWI. Flight number unknown, can access eventually. Travel day was 15 Nov 2010 Comments:Out of my US Air Force luggage was stolen a box of cigars that I had packed for my deployment into S.W. Asia. A 125$ box of Ambrosia Nectar cigars in a sealed reddish brown box was stolen. This item was most certainly packed, not left at home, and was not in my luggage when I arrived in S.W. Asia. While not the firs tiem I have had my goods pilfered this is certainly the most frustrating as those were intended a pastime while on extended military deployment. An additional box and two plastic bags of cigars were not removed from my luggage, which to me indicates a belief that a single box would not be noticed. Please advise to above email, no telephone available as I am deployed Agent Notes: Retrieve Items & Claims Response Retrieve Items & Claims Response, Included OKC TSA L&F contact number in response Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) 12/3/2010 12:26:21 AM,(b) (6) 12/3/2010 12:27:48 AM, Last Update Date: Opening Agent: Opened Date: 11/22/2010 7:02:35 PM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, BWI Baltimore, MD, USA - Baltimore-Washington International, Airline: American Airlines -¬American Airlines -¬, Qantas -¬, Subject Category: Claim Form Requests - Missing items from Checked Baggage - Claim Form Requests - Missing items from Checked Baggage Interaction Type: COMPLAINT
Response Email: From: Prior Vendor To: (b) (6) Subject: Re: TSA Contact Us: Complaints <<#570574-713731#>> Body: <html><head><style type="text/css">p {margin-bottom: 0; margin-top: 0;}</style></head><body bgcolor="#ffffff" style="background: #ffffff"> <font size="2"><div style="width:100%;word-wrap:break-word;font-family: Arial;color: #000000;"><P><FONT size=3>Thank you for your e-mail message regarding the retrieval of missing items. <BR clear=none> <BR clear=none>Each airport establishes procedures for handling lost and found items. The Transportation Security Administration (TSA) follows those procedures where they exist. In an airport where no policy exists, found articles are collected, stored, and disposed of under General Services Administration rules. TSA is unable to identify and return all items, but may be able to locate and return items on a case-by-case basis. We suggest you contact the airport (OKC) where your items were missing at 405-680-3233.<BR clear=none> <BR clear=none>We work very hard to achieve consistency in the security processes. As we inspect screening operations at airports and receive feedback from the traveling public, we address inconsistencies and ensure corrective actions are taken, when necessary. We will continue to do all that we can to inspect screening operations and provide written procedures and training to specify how the process is to be applied.<BR clear=none> <BR clear=none>To file a claim, fill out the attached Standard Form 95 (claim form) in accordance with the instructions, and return it to the address in box #1. Please be sure to follow the instructions carefully, and to fill out the claim form completely. While use of the form is not mandatory, it will help you ensure that you meet the legal requirements for filing a claim. If you decide to file a claim, it will be processed in accordance with the Federal Tort Claims Act.<BR clear=none> <BR clear=none>Once the Claims Management Office has received your claim form, you will be sent a letter of acknowledgement and a claim number. You should keep the claim number for future reference when inquiring about your claim. TSA will try to resolve your claim as quickly as possible, but it may need time to make a further investigation of the facts. If TSA denies your claim, or has not finally resolved it within 6 months after you have filed it, you may have a right to bring your claim to court. <BR clear=none> <BR clear=none>You can also access claim forms online at the TSAGÇÖs Claims Management OfficeGÇÖs website at <A href="http://www.tsa.gov/travelers/customer/claims/index.shtm" shape=rect>www.tsa.gov/travelers/customer/claims/index.shtm</A>. This website also has information related to filing a claim, checking the status of a claim, and other claim-related issues. You can also access this website by clicking on the Claims Management Office link in the GÇ£Resource CenterGÇ¥ on TSAGÇÖs homepage at <A href="http://www.tsa.gov/" shape=rect>www.tsa.gov</A>. If you have additional questions related to the claims process, please contact the Claims Management Office at <A href="mailto:[email protected]" shape=rect>[email protected]</A>. <BR clear=none></FONT></P> <P><FONT size=3> </FONT></P> <P><FONT size=3><BR clear=none>TSA Contact Center</FONT> </P> <P> </P> <P><BR clear=none> </P></div> </font><br /> <br><br><div>--- Original Message ---<BR>From: <(b) (6) ><BR>Received: 11/22/10 7:02:34 PM EST<BR>To: "TSA Contact Center" <[email protected]><BR>Subject: TSA Contact Us: Complaints<BR><BR>THIS GENERATED EMAIL HAS BEEN SENT FROM http://www.tsa.gov/contact/index.shtm<BR>-----------------------------------------------------------------------------------------------------------<BR>Remote Client IP: (b) (6) <BR>Date Time: 11/22/2010 2:07:40 AM<BR>-----------------------------------------------------------------------------------------------------------<BR><BR> <TABLE style="WIDTH: 750px" border=2 cellSpacing=1 cellPadding=3> <TBODY> <TR> <TD style="TEXT-ALIGN: right; WIDTH: 200px; VERTICAL-ALIGN: top; FONT-WEIGHT: bold">Name:</TD> <TD>(b) (6) </TD></TR> <TR> <TD style="TEXT-ALIGN: right; WIDTH: 200px; VERTICAL-ALIGN: top; FONT-WEIGHT: bold">Email:</TD> <TD>(b) (6) </TD></TR> <TR> <TD style="TEXT-ALIGN: right; WIDTH: 200px; VERTICAL-ALIGN: top; FONT-WEIGHT: bold">Complaints:</TD> <TD>Damaged or Missing items in Checked or Carry-on Baggage</TD></TR> <TR> <TD style="TEXT-ALIGN: right; WIDTH: 200px; VERTICAL-ALIGN: top; FONT-WEIGHT: bold">Flight Info (If applicable. Enter Flight#/Airline/Terminal/Airport/Gate/Etc):</TD> <TD>1035 AA Flight from OKC into Dallas, 1450 AA/Qantas Flight from Dallas into BWI. Flight number unknown, can access eventually.<BR><BR>Travel day was 15 Nov 2010</TD></TR> <TR> <TD style="TEXT-ALIGN: right; WIDTH: 200px; VERTICAL-ALIGN: top; FONT-WEIGHT: bold">Comments:</TD> <TD>Out of my US Air Force luggage was stolen a box of cigars that I had packed for my deployment into S.W. Asia. A 125$ box of Ambrosia Nectar cigars in a sealed reddish brown box was stolen. This item was most certainly packed, not left at home, and was not in my luggage when I arrived in S.W. Asia. While not the firs tiem I have had my goods pilfered this is certainly the most frustrating as those were intended a pastime while on extended military deployment. An additional box and two plastic bags of cigars were not removed from my luggage, which to me indicates a belief that a single box would not be noticed. Please advise to above email, no telephone available
as I am deployed.</TD></TR></TBODY></TABLE></div> <BR><BR>------ TCC Control Number: ------<BR><<#570574-713731#>></body></html> END RECORD
CONTACT RECORD
EID: 51941397 Contact Type: Contact Date: 2010-12-03 10:58:58 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2010-11-30 14:30:00 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Caller stated that a cellphone is missing from her checked luggage. Body: Agent Notes: Provided Lost and Found information for OKC. Walked caller through the website to download the claims form. Provided Lost and Found information for OKC. Walked caller through the website to download the claims form. NOI yes. Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) 12/3/2010 11:04:29 AM, Last Update Date: Opening Agent: Opened Date: 12/3/2010 10:58:58 AM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, SJC San Jose, CA, USA - San Jose International Airport, DEN Denver, CO, USA - Denver International, Airline: Southwest AirlinesSouthwest Airlines, Subject Category: Claim Form Requests - Missing items from Checked Baggage - Claim Form Requests - Missing items from Checked Baggage Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 51942029 Contact Type: Contact Date: 2010-12-03 14:48:53 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2010-12-01 16:30:00 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Caller wants to report that their TSA accepted lock is missing after traveling through (OKC), Body: Agent Notes: Provided the caller with claim information. Provided the caller with claim information.SF-95 form mailed on (Date), NOI-yes Flight# 1486 Terminal Gate# 14 Baggage Tag# Caller stated it was remmove. Caller was walked through the TSA website. Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) 12/3/2010 2:58:39 PM, Last Update Date: Opening Agent: Opened Date: 12/3/2010 2:48:53 PM Linked Event IDs: Responses: Response Airport: OKC OKC Oklahoma City, OK, USA - Will Rogers World Airport, PHX Phoenix, AZ, USA - Sky Harbor International Airport, SEA Seattle, WA, USA - Seattle Tacoma Intl Airport, Airline: Southwest AirlinesSouthwest Airlines, Subject Category: TSA Accepted Locks - Missing or Damaged - TSA Accepted Locks - Missing or Damaged Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 51955550 Contact Type: Contact Date: 2010-12-10 17:04:25 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2010-12-10 05:30:00 Contact Prefix: (b) (6) Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: (b) (6) Fulfillment Sent: Mail Return Date: Contact Email: Subject: Items (luggage) damaged @ (OKC) Body: Agent Notes: Provided caller with information on the claims process and faxed claim form (12/10/2010). Provided caller with information on the claims process and faxed claim form (12/10/2010). Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) 12/10/2010 5:04:25 PM,(b) (6) 12/10/2010 5:35:33 PM, Last Update Date: Opening Agent: Opened Date: 12/10/2010 5:04:25 PM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, Airline: Southwest AirlinesSouthwest Airlines, Subject Category: Claim Form Requests-Checked Bag - Claim Form Requests-Checked Bag Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 51967745 Contact Type: Contact Date: 2010-12-17 10:56:01 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2010-12-17 10:57:00 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: (b) (6) Contact Address 2: Contact City: (b) (6) Contact State: (b) (6) Contact Zip: (b) (6) Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Caller stated that Xmas gifts were broken in checked bags at OKC Body: Agent Notes: Provided caller with information on the claims process, and SF-95 mailed on (12/21/2010) Provided caller with information on the claims process, and SF-95 mailed on (12/21/2010) Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) 12/17/2010 10:58:53 AM, Last Update Date: Opening Agent: Opened Date: 12/17/2010 10:56:01 AM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, COS Colorado Springs, CO, USA - Colorado Springs Municipal, Airline: Subject Category: Claim Form Requests-Checked Bag - Claim Form Requests-Checked Bag Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 51971131 Contact Type: Contact Date: 2010-12-21 10:38:45 Medium: EMAIL Contact Status: CLOSED Incident Date: Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: (b) (6) Subject: ISSUE, TSA Contact Us: Complaints Body: THIS GENERATED EMAIL HAS BEEN SENT FROM http://www.tsa.gov/contact/index.shtm -----------------------------------------------------------------------------------------------------------Remote Client IP: (b) (6) Date Time: 12/1/2010 1:19:33 PM ------------------------------------------------------------------------------------------------------------
Name: (b) (6) Email: (b) (6) Complaints:Damaged or Missing items in Checked or Carry-on Baggage Flight Info (If applicable. Enter Flight#/Airline/Terminal/Airport/Gate/Etc):OKC Flight 1117, Frontier Airlines, Gate 2, November 28th, 5:51 AM Comments:Checked Bag Contained Flyer advising of TSA additional screening, when unpacked jewelry and various items were missing and make up and other items maliciously broken. Please advise on how to make this known as other passengers are likely affected. Please advise on claims process Agent Notes: Retrieve Items & Claims Response Retrieve Items & Claims Response, Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) 12/21/2010 10:38:45 AM,(b) (6) 12/21/2010 10:41:04 AM, Last Update Date: Opening Agent: Opened Date: 12/1/2010 6:44:40 PM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, Airline: Frontier Airlines (present)Frontier Airlines (present), Subject Category: Lost and Found- TSA - Lost and Found- TSA Interaction Type: COMPLAINT Response Email: From: Prior Vendor To: (b) (6) Subject: Re: TSA Contact Us: Complaints <<#581058-726607#>> Body: <html><head><style type="text/css">p {margin-bottom: 0; margin-top: 0;}</style></head><body bgcolor="#ffffff" style="background: #ffffff">
<font size="2"><div style="width:100%;word-wrap:break-word;font-family: Arial;color: #000000;"><P>Thank you for your email message regarding the retrieval of lost items. <BR clear=none> <BR clear=none>Each airport establishes procedures for handling lost and found items. The Transportation Security Administration (TSA) follows those procedures where they exist. The airports in those instances are responsible for holding and disposing items under applicable local laws. Items, such as locks, tags, straps, and other external luggage pieces, are often lost or damaged as the baggage goes through the baggage handling equipment and may or may not have been found by airline/airport personnel. </P> <P>In an airport where no policy exists, found articles are collected, stored, and disposed of under General Services Administration rules. TSA is unable to identify and return all items, but may be able to locate and return items on a case-by-case basis. We suggest you contact the airport where your items were confiscated or lost. </P> <P><STRONG>OKC TSA Lost & Found/405-680-3233<BR clear=none></STRONG> <BR clear=none>We work very hard to achieve consistency in the security processes. As we inspect screening operations at airports and receive feedback from the traveling public, we address inconsistencies and ensure corrective actions are taken, when necessary. We will continue to do all that we can to inspect screening operations and provide written procedures and training to specify how the process is to be applied.<BR clear=none> <BR clear=none>To file a claim, fill out the attached Standard Form 95 (claim form) in accordance with the instructions, and return it to the address in box #1. Please be sure to follow the instructions carefully, and to fill out the claim form completely. While use of the form is not mandatory, it will help you ensure that you meet the legal requirements for filing a claim. If you decide to file a claim, it will be processed in accordance with the Federal Tort Claims Act.<BR clear=none> <BR clear=none>Once the Claims Management Office has received your claim form, you will be sent a letter of acknowledgement and a claim number. You should keep the claim number for future reference when inquiring about your claim. TSA will try to resolve your claim as quickly as possible, but it may need time to make a further investigation of the facts. If TSA denies your claim, or has not finally resolved it within 6 months after you have filed it, you may have a right to bring your claim to court. <BR clear=none> <BR clear=none>You can also access claim forms online at the TSAGÇÖs Claims Management OfficeGÇÖs website at <A href="http://www.tsa.gov/travelers/customer/claims/index.shtm" shape=rect>www.tsa.gov/travelers/customer/claims/index.shtm</A>. This website also has information related to filing a claim, checking the status of a claim, and other claim-related issues. You can also access this website by clicking on the Claims Management Office link in the GÇ£Resource CenterGÇ¥ on TSAGÇÖs homepage at <A href="http://www.tsa.gov/" shape=rect>www.tsa.gov</A>. If you have additional questions related to the claims process, please contact the Claims Management Office at <A href="mailto:[email protected]" shape=rect>[email protected]</A>. <BR clear=none> <BR clear=none>TSA Contact Center<BR clear=none></P></div> </font><br /> <br><br><div>--- Original Message ---<BR>From: <(b) (6) ><BR>Received: 12/1/10 6:44:40 PM EST<BR>To: "TSA Contact Center" <[email protected]><BR>Subject: TSA Contact Us: Complaints<BR><BR>THIS GENERATED EMAIL HAS BEEN SENT FROM http://www.tsa.gov/contact/index.shtm<BR>-----------------------------------------------------------------------------------------------------------<BR>Remote Client IP: (b) (6) <BR>Date Time: 12/1/2010 1:19:33 PM<BR>-----------------------------------------------------------------------------------------------------------<BR><BR> <TABLE style="WIDTH: 750px" border=2 cellSpacing=1 cellPadding=3> <TBODY> <TR> <TD style="TEXT-ALIGN: right; WIDTH: 200px; VERTICAL-ALIGN: top; FONT-WEIGHT: bold">Name:</TD> <TD>(b) (6) </TD></TR> <TR> <TD style="TEXT-ALIGN: right; WIDTH: 200px; VERTICAL-ALIGN: top; FONT-WEIGHT: bold">Email:</TD> <TD(b) (6) </TD></TR> <TR> <TD style="TEXT-ALIGN: right; WIDTH: 200px; VERTICAL-ALIGN: top; FONT-WEIGHT: bold">Complaints:</TD> <TD>Damaged or Missing items in Checked or Carry-on Baggage</TD></TR> <TR> <TD style="TEXT-ALIGN: right; WIDTH: 200px; VERTICAL-ALIGN: top; FONT-WEIGHT: bold">Flight Info (If applicable. Enter Flight#/Airline/Terminal/Airport/Gate/Etc):</TD> <TD>OKC Flight 1117, Frontier Airlines, Gate 2, November 28th, 5:51 AM</TD></TR> <TR> <TD style="TEXT-ALIGN: right; WIDTH: 200px; VERTICAL-ALIGN: top; FONT-WEIGHT: bold">Comments:</TD> <TD>Checked Bag Contained Flyer advising of TSA additional screening, when unpacked jewelry and various items were missing and make up and other items maliciously broken.<BR>Please advise on how to make this known as other passengers are likely affected. Please advise on claims process.</TD></TR></TBODY></TABLE></div> <BR><BR>------ TCC Control Number: ------<BR><<#581058-726607#>></body></html> END RECORD
CONTACT RECORD
EID: 51971867 Contact Type: Contact Date: 2010-12-21 13:53:06 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2010-12-20 10:27:00 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Caller wants to report that an item was missing from her son's checked luggage. Body: Agent Notes: Advised caller we would note issue, and an FYI will be sent to the CSM at that airport who oversees the screening operation. Offered a claim form. Advised caller we would note issue, and an FYI will be sent to the CSM at that airport who oversees the screening operation. Offered a claim form. NOI found in luggage. Follow Up: (b) (6) stated that her son's luggage was inspected in OKC. When he reached his destination and opened his bag, a sentimental souvenir was missing from the bag. (b) (6) and her son her very upset about the carelessness of the screeners inspecting the bags. She would like for the CSM of TSA at OKC contact her to notify her that the situation is being handled. To TSOC Date: From TSOC Date: Last Updated By: (b) (6) 12/21/2010 2:09:45 PM,(b) (6) 12/21/2010 2:09:52 PM, Last Update Date: Opening Agent: Opened Date: 12/21/2010 1:53:06 PM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, Airline: Delta Air Lines -¬Delta Air Lines -¬, Subject Category: Mishandling of Passengers Property - Disarrayed Carry-on/Checked Baggage - Mishandling of Passengers Property Disarrayed Carry-on/Checked Baggage Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 51973124 Contact Type: Contact Date: 2010-12-22 10:51:13 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2010-12-16 13:30:00 Contact Prefix: (b) (6) Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: (b) (6) Subject: Items (2 Banana Republic perfume bottle) damaged in checked bag @ (OKC). Body: Agent Notes: Provided caller with information on the claims process, and SF-95 e-mailed on (12/22/2010). Provided caller with information on the claims process, and SF-95 e-mailed on (12/22/2010). Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) 12/22/2010 10:59:04 AM, Last Update Date: Opening Agent: Opened Date: 12/22/2010 10:51:13 AM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, ORD Chicago, IL, USA - O'hare International Airport, IAD Washington, DC, USA - Washington-Dulles International, Airline: American Airlines -¬American Airlines -¬, Subject Category: Claim Form Requests-Checked Bag - Claim Form Requests-Checked Bag Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 51973283 Contact Type: Contact Date: 2010-12-22 11:57:37 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2010-12-19 08:37:00 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Items (wrapped gifts) missing from checked bag @ OKC. NOI inside luggage. Body: Agent Notes: Provided Lost and Found information to caller and provided claim information. Provided Lost and Found information to caller and provided claim information. Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) 12/22/2010 12:12:16 PM, Last Update Date: Opening Agent: Opened Date: 12/22/2010 11:57:37 AM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, PHX Phoenix, AZ, USA - Sky Harbor International Airport, Airline: Southwest AirlinesSouthwest Airlines, Subject Category: Claim Form Requests - Missing items from Checked Baggage - Claim Form Requests - Missing items from Checked Baggage Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 51981179 Contact Type: Contact Date: 2010-12-29 08:42:16 Medium: EMAIL Contact Status: CLOSED Incident Date: Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: (b) (6) Subject: ISSUE, TSA Contact Us: Complaints Body: THIS GENERATED EMAIL HAS BEEN SENT FROM http://www.tsa.gov/contact/index.shtm -----------------------------------------------------------------------------------------------------------Remote Client IP: (b) (6) Date Time: 12/10/2010 3:28:12 PM ------------------------------------------------------------------------------------------------------------
Name: (b) (6) Email: (b) (6) Complaints:Damaged or Missing items in Checked or Carry-on Baggage Flight Info (If applicable. Enter Flight#/Airline/Terminal/Airport/Gate/Etc):Southwest OKC to DEN #2459 DEN to BOI #317 Comments:I had a can with $15.00+ in quarters in my checked bag for toll roads in OK. When I got home I had over $10.00 in quarters missing. this is not the first time I have had things stolen from my checked baggage. pretty pathetic. Though a very nominal amount of money, it is a sad state that a TSA employee would risk their job for $10. I know that they went thru my bag as there was the TSA flyer in my suitcase Agent Notes: General Complaint w/Claim Response General Complaint w/Claim Response, Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) 12/29/2010 8:42:16 AM,(b) (6) 12/29/2010 8:43:06 AM, Last Update Date: Opening Agent: Opened Date: 12/10/2010 5:40:30 PM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, DEN Denver, CO, USA - Denver International, BOI Boise, ID, USA - Boise Municipal Arpt (Gowen Field), Airline: Southwest AirlinesSouthwest Airlines, Subject Category: Claim Form Requests - Missing items from Checked Baggage - Claim Form Requests - Missing items from Checked Baggage Interaction Type: COMPLAINT Response Email: From: Prior Vendor To: (b) (6)
Subject: Re: TSA Contact Us: Complaints <<#585892-733931#>> Body: <html><head><style type="text/css">p {margin-bottom: 0; margin-top: 0;}</style></head><body bgcolor="#ffffff" style="background: #ffffff"> <font size="2"><div style="width:100%;word-wrap:break-word;font-family: Arial;color: #000000;"><P>Thank you for your e-mail concerning your travel experience. <BR clear=none> <BR clear=none>Enhanced security measures require that all checked baggage undergo some form of screening for prohibited items. Physical search of the luggage is required to clear every alarm. Transportation Security Administration (TSA) screeners should exercise great care during the screening process to ensure that passengers' belongings are returned and not damaged when a bag needs to be opened. We regret if these high standards were not met.<BR clear=none> <BR clear=none>We monitor the number and nature of complaints we receive to track trends and spot areas of concern that may require special attention. This ongoing process will enable us to ensure prompt, corrective action whenever we determine that security screening policies need modification or specific employees or screener teams are the subject of repeated complaints.<BR clear=none> <BR clear=none>TSA is responsible for reviewing all claims relating to the screening of passengers and their baggage. To protect your rights under federal law and to file a valid claim, you must send your claim in writing to TSA, stating the circumstances of the loss and the exact amount you are claiming (fair market value of lost or destroyed property, reasonable cost of repair for damaged property), within 2 years after your claim accrued. The claim must be signed by you or your authorized representative (e.g., an attorney or other personal representative with appropriate proof of authority). <BR clear=none> <BR clear=none>To file a claim, fill out the attached Standard Form 95 (claim form) in accordance with the instructions, and return it to the address in box #1. Please be sure to follow the instructions carefully, and to fill out the claim form completely. While use of the form is not mandatory, it will help you ensure that you meet the legal requirements for filing a claim. If you decide to file a claim, it will be processed in accordance with the Federal Tort Claims Act.<BR clear=none> <BR clear=none>Once the Claims Management Office has received your claim form, you will be sent a letter of acknowledgement and a claim number. You should keep the claim number for future reference when inquiring about your claim. TSA will try to resolve your claim as quickly as possible, but it may need time to make a further investigation of the facts. If TSA denies your claim, or has not finally resolved it within 6 months after you have filed it, you may have a right to bring your claim to court. <BR clear=none> <BR clear=none>You can also access claim forms online at the TSAGÇÖs Claims Management OfficeGÇÖs website at <A href="http://www.tsa.gov/travelers/customer/claims/index.shtm" shape=rect>www.tsa.gov/travelers/customer/claims/index.shtm</A>. This website also has information related to filing a claim, checking the status of a claim, and other claim-related issues. You can also access this website by clicking on the Claims Management Office link in the GÇ£Resource CenterGÇ¥ on TSAGÇÖs homepage at <A href="http://www.tsa.gov/" shape=rect>www.tsa.gov</A>. If you have additional questions related to the claims process, please contact the Claims Management Office at <A href="mailto:[email protected]" shape=rect>[email protected]</A>. </P> <P> </P> <P>TSA Contact Center<BR clear=none></P></div> </font><br /> <br><br><div>--- Original Message ---<BR>From: <(b) (6) ><BR>Received: 12/10/10 5:40:30 PM EST<BR>To: "TSA Contact Center" <[email protected]><BR>Subject: TSA Contact Us: Complaints<BR><BR>THIS GENERATED EMAIL HAS BEEN SENT FROM http://www.tsa.gov/contact/index.shtm<BR>-----------------------------------------------------------------------------------------------------------<BR>Remote Client IP: (b) (6) <BR>Date Time: 12/10/2010 3:28:12 PM<BR>-----------------------------------------------------------------------------------------------------------<BR><BR> <TABLE style="WIDTH: 750px" border=2 cellSpacing=1 cellPadding=3> <TBODY> <TR> <TD style="TEXT-ALIGN: right; WIDTH: 200px; VERTICAL-ALIGN: top; FONT-WEIGHT: bold">Name:</TD> <TD>(b) (6) </TD></TR> <TR> <TD style="TEXT-ALIGN: right; WIDTH: 200px; VERTICAL-ALIGN: top; FONT-WEIGHT: bold">Email:</TD> <TD(b) (6) </TD></TR> <TR> <TD style="TEXT-ALIGN: right; WIDTH: 200px; VERTICAL-ALIGN: top; FONT-WEIGHT: bold">Complaints:</TD> <TD>Damaged or Missing items in Checked or Carry-on Baggage</TD></TR> <TR> <TD style="TEXT-ALIGN: right; WIDTH: 200px; VERTICAL-ALIGN: top; FONT-WEIGHT: bold">Flight Info (If applicable. Enter Flight#/Airline/Terminal/Airport/Gate/Etc):</TD> <TD>Southwest <BR><BR>OKC to DEN #2459<BR><BR>DEN to BOI #317</TD></TR> <TR> <TD style="TEXT-ALIGN: right; WIDTH: 200px; VERTICAL-ALIGN: top; FONT-WEIGHT: bold">Comments:</TD> <TD>I had a can with $15.00+ in quarters in my checked bag for toll roads in OK. When I got home I had over $10.00 in quarters missing. this is not the first time I have had things stolen from my checked baggage. pretty pathetic. Though a very nominal amount of money, it is a sad state that a TSA employee would risk their job for $10. I know that they went thru my bag as there was the TSA flyer in my suitcase.</TD></TR></TBODY></TABLE></div> <BR><BR>------ TCC Control Number: ------<BR><<#585892-733931#>></body></html> END RECORD
CONTACT RECORD
EID: 51981279 Contact Type: Contact Date: 2010-12-29 09:51:27 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2010-12-27 11:40:00 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: (b) (6) Fulfillment Sent: Mail Return Date: Contact Email: Subject: Caller stated that her zipper was damage on her bag in checked luggage. Body: Agent Notes: Provided caller with information on the claims process. Faxed claims form to caller on 12/29/2010. Provided caller with information on the claims process. Faxed claims form to caller on 12/29/2010. NOI yes. Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) 12/29/2010 9:54:25 AM, Last Update Date: Opening Agent: Opened Date: 12/29/2010 9:51:27 AM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, Airline: United Airlines -¬United Airlines -¬, Subject Category: Claim Form Requests-Checked Bag - Claim Form Requests-Checked Bag Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 51982068 Contact Type: Contact Date: 2010-12-29 15:16:30 Medium: EMAIL Contact Status: CLOSED Incident Date: Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: (b) (6) Subject: ISSUE, TSA Contact Us: Complaints Body: THIS GENERATED EMAIL HAS BEEN SENT FROM http://www.tsa.gov/contact/index.shtm -----------------------------------------------------------------------------------------------------------Remote Client IP: (b) (6) Date Time: 12/10/2010 7:13:32 PM ------------------------------------------------------------------------------------------------------------
Name: (b) (6) Email: (b) (6) Complaints:Disarrayed Items in Checked or Carry-on Baggage Flight Info (If applicable. Enter Flight#/Airline/Terminal/Airport/Gate/Etc):Flight 2645/ Continental/OKlahoma City/Gate 10-OKC to Houston Flight 326/Continental/Terminal E/Houston/Gate 10-Houston to BWI Comments:The lock was cut off my duffle bag. I had a zip up ring binder with military records. The binder had been opened up and all of the plastic inserts were removed form the rings. Some of the paperwork appears to have been removed from the plastic inserts. I am mostly conserned about my security clearance paperwork. It contains very personal info. including dates of birth, social security numbers, and addresses of not only myself but family members to. My medical records also appeared to be removed. I am not sure at this point what can be done, but I would like this incident to be put into some sort of record Agent Notes: Consumer Complaint BCC/CSM Response Consumer Complaint BCC/CSM Response, BCC OKC SHM/CSQIM (b) (6) at (b) (6) . Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) 12/29/2010 3:16:29 PM,(b) (6) 12/29/2010 3:18:14 PM, Last Update Date: Opening Agent: Opened Date: 12/11/2010 7:13:42 PM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, BWI Baltimore, MD, USA - Baltimore-Washington International, Airline: Continental Airlines (present) -¬Continental Airlines (present) -¬, Subject Category: Claim Form Requests - Missing items from Checked Baggage - Claim Form Requests - Missing items from Checked Baggage Interaction Type: COMPLAINT Response Email: From: Prior Vendor To: (b) (6) Subject: Re: TSA Contact Us: Complaints <<#586007-734072#>>
Body: <html><head><style type="text/css">p {margin-bottom: 0; margin-top: 0;}</style></head><body bgcolor="#ffffff" style="background: #ffffff"> <font size="2"><div style="width:100%;word-wrap:break-word;font-family: Arial;color: #000000;"><P><FONT size=3 face=" Helvetica, sans-serif,Arial">Thank you for your email message. </FONT> </P> <P><FONT size=3> </FONT> </P> <P><FONT size=3 face=" Helvetica, sans-serif,Arial">Because your complaint is regarding screening at OKC , we have forwarded a copy of your email to the Customer Service Manager at that airport. The Customer Service Manager is responsible for ensuring that the screener workforce adheres to TSA principles for professional processing.</FONT> </P> <P><FONT size=3> </FONT> </P> <P><FONT size=3 face=" Helvetica, sans-serif,Arial">We monitor the number and nature of complaints we receive to track trends and spot areas of concern that may require special attention. This ongoing process will enable us to ensure prompt, corrective action whenever we determine that security-screening policies need modification or specific employees or screener teams are the subjects of repeated complaints.</FONT> </P> <P><FONT size=3> </FONT> </P> <P><FONT size=3 face=" Helvetica, sans-serif,Arial">Again, TSA offers our sincere apologies and encourage you to check the latest information at </FONT><FONT size=3 face=" Helvetica, sans-serif,Arial"><A href="http://www.tsa.gov/" shape=rect>www.tsa.gov</A></FONT><FONT size=3 face=" Helvetica, sans-serif,Arial">.</FONT> </P> <P><FONT size=3> </FONT> </P> <P><FONT size=3 face=" Helvetica, sans-serif,Arial">TSA Contact Center</FONT><FONT size=3 face=" Helvetica, sans-serif,Arial"><BR clear=none></FONT></P></div> </font><br /> <br><br><div>--- Original Message ---<BR>From: <(b) (6) ><BR>Received: 12/11/10 7:13:42 PM EST<BR>To: "TSA Contact Center" <[email protected]><BR>Subject: TSA Contact Us: Complaints<BR><BR>THIS GENERATED EMAIL HAS BEEN SENT FROM http://www.tsa.gov/contact/index.shtm<BR>-----------------------------------------------------------------------------------------------------------<BR>Remote Client IP: (b) (6) <BR>Date Time: 12/10/2010 7:13:32 PM<BR>-----------------------------------------------------------------------------------------------------------<BR><BR> <TABLE style="WIDTH: 750px" border=2 cellSpacing=1 cellPadding=3> <TBODY> <TR> <TD style="TEXT-ALIGN: right; WIDTH: 200px; VERTICAL-ALIGN: top; FONT-WEIGHT: bold">Name:</TD> <TD>(b) (6) </TD></TR> <TR> <TD style="TEXT-ALIGN: right; WIDTH: 200px; VERTICAL-ALIGN: top; FONT-WEIGHT: bold">Email:</TD> <TD>(b) (6) </TD></TR> <TR> <TD style="TEXT-ALIGN: right; WIDTH: 200px; VERTICAL-ALIGN: top; FONT-WEIGHT: bold">Complaints:</TD> <TD>Disarrayed Items in Checked or Carry-on Baggage</TD></TR> <TR> <TD style="TEXT-ALIGN: right; WIDTH: 200px; VERTICAL-ALIGN: top; FONT-WEIGHT: bold">Flight Info (If applicable. Enter Flight#/Airline/Terminal/Airport/Gate/Etc):</TD> <TD>Flight 2645/ Continental/OKlahoma City/Gate 10-OKC to Houston<BR>Flight 326/Continental/Terminal E/Houston/Gate 10-Houston to BWI</TD></TR> <TR> <TD style="TEXT-ALIGN: right; WIDTH: 200px; VERTICAL-ALIGN: top; FONT-WEIGHT: bold">Comments:</TD> <TD>The lock was cut off my duffle bag. I had a zip up ring binder with military records. The binder had been opened up and all of the plastic inserts were removed form the rings. Some of the paperwork appears to have been removed from the plastic inserts. I am mostly conserned about my security clearance paperwork. It contains very personal info. including dates of birth, social security numbers, and addresses of not only myself but family members to. My medical records also appeared to be removed. I am not sure at this point what can be done, but I would like this incident to be put into some sort of record.</TD></TR></TBODY></TABLE></div> <BR><BR>------ TCC Control Number: ------<BR><<#586007-734072#>></body></html> END RECORD
CONTACT RECORD
EID: 51983331 Contact Type: Contact Date: 2010-12-30 14:02:56 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2010-12-21 08:04:00 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: (b) (6) Fulfillment Sent: Mail Return Date: Contact Email: Subject: Caller wants to report that their TSA accepted lock is missing after traveling through (OKC), Body: Agent Notes: SF-95 form faxed on (12/30/2010) SF-95 form faxed on (12/30/2010) NOI in checked bag Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) 12/30/2010 2:05:47 PM, Last Update Date: Opening Agent: Opened Date: 12/30/2010 2:02:56 PM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, Airline: Southwest AirlinesSouthwest Airlines, Subject Category: TSA Accepted Locks - Missing or Damaged - TSA Accepted Locks - Missing or Damaged Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 52000486 Contact Type: Contact Date: 2011-01-10 11:43:15 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2011-01-09 18:00:00 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: (b) (6) phoned into the TCC reporting items were damage upon screening do to items not being package back correctly.Caller wanted to report that items were not re-packed properly in carryon or checked luggage after screening at (OKC). , Body: Agent Notes: Advised caller we would note issue, and an FYI will be sent to the CSM at that airport who oversees the screening operation. Offered a claim form. Advised caller we would note issue, and an FYI will be sent to the CSM at that airport who oversees the screening operation. Offered a claim form. Follow Up: (b) (6) phoned into the TCC reporting he's a frequent traveler, each time he travels his luggage is always inspected and he would like to know why. He traveled from OKC into ORD with a final location in BOI. NOI placed inside the luggage, as a result items were damaged. Please contact (b) (6) an advised of inspection policy. To TSOC Date: From TSOC Date: Last Updated By: (b) (6) 1/10/2011 11:56:21 AM,(b) (6) 1/10/2011 11:56:32 AM, Last Update Date: Opening Agent: Opened Date: 1/10/2011 11:43:15 AM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, ORD Chicago, IL, USA - O'hare International Airport, BOI Boise, ID, USA - Boise Municipal Arpt (Gowen Field), Airline: United Airlines -¬United Airlines -¬, Subject Category: Mishandling of Passengers Property - Disarrayed Carry-on/Checked Baggage - Mishandling of Passengers Property Disarrayed Carry-on/Checked Baggage Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 52002758 Contact Type: Contact Date: 2011-01-12 11:56:53 Medium: EMAIL Contact Status: CLOSED Incident Date: Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: (b) (6) Subject: ISSUE, TSA Contact Us: Complaints Body: THIS GENERATED EMAIL HAS BEEN SENT FROM http://www.tsa.gov/contact/index.shtm -----------------------------------------------------------------------------------------------------------Remote Client IP: (b) (6) Date Time: 1/5/2011 3:15:34 PM ------------------------------------------------------------------------------------------------------------
Name: (b) (6) Email: (b) (6) Complaints:Discourteous/Rude Employee Flight Info (If applicable. Enter Flight#/Airline/Terminal/Airport/Gate/Etc):Will Rogers Airport OKC, December 19th 12:35pm Flight to Denver Gate 14(I think) Comments:To whom it may concern, My problem was with the security at the airport. First of all, i was traveling for the first time with my 6 week old baby boy. I had him in car seat/ stroller traveling system. I thought the security people were going to be helpful but i was wrong. I had to take my baby out of the car seat, and carry him through the scanners with me. i had no problem with this, but i had no help as well. with him in my arm, i was expected to lift the car seat and put it on the conveyor belt as well as put the stroller down and lift it up on there too? the TSA security woman standing at the scanner just stood there and looked at me. she did not even offer to help. the man standing in line behind me offered to help because the security guards did nothing. I usually have no complaints but i was so upset with the lack of customer service that i had to say something. Hope i get better service next time! Thanks for your time. Sincerely,
(b) (6)
Agent Notes: Consumer Complaint BCC/CSM Response Consumer Complaint BCC/CSM Response, BCC OKC SHM/CSQIM (b) (6) at (b) (6) Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) 1/12/2011 11:56:53 AM,(b) (6) 1/12/2011 11:58:54 AM, Last Update Date: Opening Agent: Opened Date: 1/6/2011 12:38:36 PM Linked Event IDs:
Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, DEN Denver, CO, USA - Denver International, Airline: Subject Category: Discourteous- Rude Employee - Discourteous- Rude Employee Interaction Type: COMPLAINT Response Email: From: Prior Vendor To: (b) (6) Subject: Re: TSA Contact Us: Complaints <<#596357-750318#>> Body: <html><head><style type="text/css">p {margin-bottom: 0; margin-top: 0;}</style></head><body bgcolor="#ffffff" style="background: #ffffff"> <font size="2"><div style="width:100%;word-wrap:break-word;font-family: Arial;color: #000000;"><P><FONT face=" Helvetica, sansserif,Arial">Thank you for your email message. We are sorry you were unhappy with your recent travel experience.</FONT> </P> <P> </P> <P><FONT face=" Helvetica, sans-serif,Arial">Because your complaint is regarding screening at OKC, we have forwarded a copy of your email to the Customer Service Manager at that airport for review. The Customer Service Manager is responsible for ensuring that the screener workforce adheres to TSA principles for professional processing.</FONT> </P> <P> </P> <P><FONT face=" Helvetica, sans-serif,Arial">We monitor the number and nature of complaints we receive to track trends and spot areas of concern that may require special attention. This ongoing process will enable us to ensure prompt, corrective action whenever we determine that security-screening policies need modification or specific employees or screener teams are the subjects of repeated complaints.</FONT> </P> <P> </P> <P><FONT face=" Helvetica, sans-serif,Arial">Again, TSA offers our sincere apologies and encourage you to check the latest information at </FONT><A href="http://www.tsa.gov/" shape=rect><FONT face=" Helvetica, sansserif,Arial">www.tsa.gov</FONT></A><FONT face=" Helvetica, sans-serif,Arial">.</FONT> </P> <P> </P> <P><FONT face=" Helvetica, sans-serif,Arial">TSA Contact Center</FONT><FONT face=" Helvetica, sans-serif,Arial"><BR clear=none></FONT></P></div> </font><br /> <br><br><div>--- Original Message ---<BR>From: <(b) (6) ><BR>Received: 1/6/11 12:38:35 PM EST<BR>To: "TSA Contact Center" <[email protected]><BR>Subject: TSA Contact Us: Complaints<BR><BR>THIS GENERATED EMAIL HAS BEEN SENT FROM http://www.tsa.gov/contact/index.shtm<BR>-----------------------------------------------------------------------------------------------------------<BR>Remote Client IP: (b) (6) <BR>Date Time: 1/5/2011 3:15:34 PM<BR>-----------------------------------------------------------------------------------------------------------<BR><BR> <TABLE style="WIDTH: 750px" border=2 cellSpacing=1 cellPadding=3> <TBODY> <TR> <TD style="TEXT-ALIGN: right; WIDTH: 200px; VERTICAL-ALIGN: top; FONT-WEIGHT: bold">Name:</TD> <TD>(b) (6) TD></TR> <TR> <TD style="TEXT-ALIGN: right; WIDTH: 200px; VERTICAL-ALIGN: top; FONT-WEIGHT: bold">Email:</TD> <TD>(b) (6) </TD></TR> <TR> <TD style="TEXT-ALIGN: right; WIDTH: 200px; VERTICAL-ALIGN: top; FONT-WEIGHT: bold">Complaints:</TD> <TD>Discourteous/Rude Employee</TD></TR> <TR> <TD style="TEXT-ALIGN: right; WIDTH: 200px; VERTICAL-ALIGN: top; FONT-WEIGHT: bold">Flight Info (If applicable. Enter Flight#/Airline/Terminal/Airport/Gate/Etc):</TD> <TD>Will Rogers Airport OKC, December 19th 12:35pm<BR>Flight to Denver Gate 14(I think)</TD></TR> <TR> <TD style="TEXT-ALIGN: right; WIDTH: 200px; VERTICAL-ALIGN: top; FONT-WEIGHT: bold">Comments:</TD> <TD>To whom it may concern,<BR><BR>My problem was with the security at the airport. First of all, i was traveling for the first time with my 6 week old baby boy. I had him in car seat/ stroller traveling system. I thought the security people were going to be helpful but i was wrong. <BR><BR>I had to take my baby out of the car seat, and carry him through the scanners with me. i had no problem with this, but i had no help as well. with him in my arm, i was expected to lift the car seat and put it on the conveyor belt as well as put the stroller down and lift it up on there too? the TSA security woman standing at the scanner just stood there and looked at me. she did not even offer to help. the man standing in line behind me offered to help because the security guards did nothing. <BR><BR>I usually have no complaints but i was so upset with the lack of customer service that i had to say something. <BR><BR>Hope i get better service next time! Thanks for your time.<BR><BR>Sincerely,<BR>(b) (6) </TD></TR></TBODY></TABLE></div> <BR><BR>------ TCC Control Number: ------<BR><<#596357-750318#>></body></html>
END RECORD
CONTACT RECORD
EID: 52014355 Contact Type: Contact Date: 2011-01-22 16:16:01 Medium: EMAIL Contact Status: CLOSED Incident Date: Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: (b) (6) Subject: ISSUE, TSA Contact Us: Complaints Body: THIS GENERATED EMAIL HAS BEEN SENT FROM http://www.tsa.gov/contact/index.shtm -----------------------------------------------------------------------------------------------------------Remote Client IP: (b) (6) Date Time: 1/15/2011 1:32:51 AM ------------------------------------------------------------------------------------------------------------
Name: (b) (6) Email: (b) (6) Complaints:My Complaint is Not Listed Here Flight Info (If applicable. Enter Flight#/Airline/Terminal/Airport/Gate/Etc):Flight 1115, Southwest Airline, OKC to Phoenix Flight 2954, Southwest Airline, Phoenix to SNA October 18, 2010 Comments:I recently found out some of the electronics I have in my suitcases (check in) serial numbers does not match what I have registered with manufacturers. Is this some kind of switch and bait to get me into trouble with the law? Because all the receipts of the electronics I have may lead to a same product but different serials. Thank you. I do not think it will be a problem since most are not modern equipments available in store. But I have took rent and afraid the other tenants, homeowner may accuse me of stealing Agent Notes: Retrieve Items & Claims Response Retrieve Items & Claims Response, Included OKC TSA L&F contact number Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) 1/22/2011 4:16:01 PM,(b) (6) 1/22/2011 4:23:27 PM, Last Update Date: Opening Agent: Opened Date: 1/15/2011 6:48:51 PM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, PHX Phoenix, AZ, USA - Sky Harbor International Airport, SNA Santa Ana, CA, USA - John Wayne Airport, Airline: Southwest AirlinesSouthwest Airlines, Subject Category: Claim Form Requests - Missing items from Checked Baggage - Claim Form Requests - Missing items from Checked Baggage Interaction Type: COMPLAINT Response Email: From: Prior Vendor To: (b) (6)
Subject: Re: TSA Contact Us: Complaints <<#600308-755686#>> Body: <html><head><style type="text/css">p {margin-bottom: 0; margin-top: 0;}</style></head><body bgcolor="#ffffff" style="background: #ffffff"> <font size="2"><div style="width:100%;word-wrap:break-word;font-family: Arial;color: #000000;"><P><FONT size=3>Thank you for your e-mail message regarding the retrieval of missing items. <BR clear=none> <BR clear=none>Each airport establishes procedures for handling lost and found items. The Transportation Security Administration (TSA) follows those procedures where they exist. In an airport where no policy exists, found articles are collected, stored, and disposed of under General Services Administration rules. TSA is unable to identify and return all items, but may be able to locate and return items on a case-by-case basis. We suggest you contact the airport (OKC) where your items were missing at 405-680-3233.<BR clear=none> <BR clear=none>We work very hard to achieve consistency in the security processes. As we inspect screening operations at airports and receive feedback from the traveling public, we address inconsistencies and ensure corrective actions are taken, when necessary. We will continue to do all that we can to inspect screening operations and provide written procedures and training to specify how the process is to be applied.<BR clear=none> <BR clear=none>To file a claim, fill out the attached Standard Form 95 (claim form) in accordance with the instructions, and return it to the address in box #1. Please be sure to follow the instructions carefully, and to fill out the claim form completely. While use of the form is not mandatory, it will help you ensure that you meet the legal requirements for filing a claim. If you decide to file a claim, it will be processed in accordance with the Federal Tort Claims Act.<BR clear=none> <BR clear=none>Once the Claims Management Office has received your claim form, you will be sent a letter of acknowledgement and a claim number. You should keep the claim number for future reference when inquiring about your claim. TSA will try to resolve your claim as quickly as possible, but it may need time to make a further investigation of the facts. If TSA denies your claim, or has not finally resolved it within 6 months after you have filed it, you may have a right to bring your claim to court. <BR clear=none> <BR clear=none>You can also access claim forms online at the TSAGÇÖs Claims Management OfficeGÇÖs website at <A href="http://www.tsa.gov/travelers/customer/claims/index.shtm" shape=rect>www.tsa.gov/travelers/customer/claims/index.shtm</A>. This website also has information related to filing a claim, checking the status of a claim, and other claim-related issues. You can also access this website by clicking on the Claims Management Office link in the GÇ£Resource CenterGÇ¥ on TSAGÇÖs homepage at <A href="http://www.tsa.gov/" shape=rect>www.tsa.gov</A>. If you have additional questions related to the claims process, please contact the Claims Management Office at <A href="mailto:[email protected]" shape=rect>[email protected]</A>. <BR clear=none> <BR clear=none>TSA Contact Center</FONT><BR clear=none></P></div> </font><br /> <br><br><div>--- Original Message ---<BR>From: <(b) (6) .com><BR>Received: 1/15/11 6:48:51 PM EST<BR>To: "TSA Contact Center" <[email protected]><BR>Subject: TSA Contact Us: Complaints<BR><BR>THIS GENERATED EMAIL HAS BEEN SENT FROM http://www.tsa.gov/contact/index.shtm<BR>-----------------------------------------------------------------------------------------------------------<BR>Remote Client IP: (b) (6) <BR>Date Time: 1/15/2011 1:32:51 AM<BR>-----------------------------------------------------------------------------------------------------------<BR><BR> <TABLE style="WIDTH: 750px" border=2 cellSpacing=1 cellPadding=3> <TBODY> <TR> <TD style="TEXT-ALIGN: right; WIDTH: 200px; VERTICAL-ALIGN: top; FONT-WEIGHT: bold">Name:</TD> <TD>(b) (6) </TD></TR> <TR> <TD style="TEXT-ALIGN: right; WIDTH: 200px; VERTICAL-ALIGN: top; FONT-WEIGHT: bold">Email:</TD> <TD(b) (6) </TD></TR> <TR> <TD style="TEXT-ALIGN: right; WIDTH: 200px; VERTICAL-ALIGN: top; FONT-WEIGHT: bold">Complaints:</TD> <TD>My Complaint is Not Listed Here</TD></TR> <TR> <TD style="TEXT-ALIGN: right; WIDTH: 200px; VERTICAL-ALIGN: top; FONT-WEIGHT: bold">Flight Info (If applicable. Enter Flight#/Airline/Terminal/Airport/Gate/Etc):</TD> <TD>Flight 1115, Southwest Airline, OKC to Phoenix<BR>Flight 2954, Southwest Airline, Phoenix to SNA<BR><BR>October 18, 2010</TD></TR> <TR> <TD style="TEXT-ALIGN: right; WIDTH: 200px; VERTICAL-ALIGN: top; FONT-WEIGHT: bold">Comments:</TD> <TD>I recently found out some of the electronics I have in my suitcases (check in) serial numbers does not match what I have registered with manufacturers. Is this some kind of switch and bait to get me into trouble with the law? Because all the receipts of the electronics I have may lead to a same product but different serials. Thank you. I do not think it will be a problem since most are not modern equipments available in store. But I have took rent and afraid the other tenants, homeowner may accuse me of stealing.</TD></TR></TBODY></TABLE></div> <BR><BR>------ TCC Control Number: ------<BR><<#600308-755686#>></body></html> END RECORD
CONTACT RECORD
EID: 52015449 Contact Type: Contact Date: 2011-01-24 12:18:41 Medium: EMAIL Contact Status: CLOSED Incident Date: Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: (b) (6) Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: (b) (6) Subject: ISSUE, TSA Contact Us: Complaints Body: THIS GENERATED EMAIL HAS BEEN SENT FROM http://www.tsa.gov/contact/index.shtm -----------------------------------------------------------------------------------------------------------Remote Client IP: (b) (6) Date Time: 1/17/2011 1:00:42 AM ------------------------------------------------------------------------------------------------------------
Name: (b) (6) Email: (b) (6) Complaints:Discourteous/Rude Employee Flight Info (If applicable. Enter Flight#/Airline/Terminal/Airport/Gate/Etc):flew out of OKC on Thursday January 13th around 5pm on Delta airlines. Comments:The TSA people were rude and not cooperative. The line for getting through was very long and they seemed to be moving at a snails pace and did not care that people needed to get on their flights. I had plenty of time, but some around me did not because of some adjustments by the airlines and a couple cancelations and changes to accomidate them, but TSA did nothing to help these people get through the line any faster. One person was an FAA employee and was going to use the employee entrance (I too am a FAA employee and have used the employee entrance through TSA security in every airport I have flown in .. DFW, ATL, MCO, CLT and others.) but he was rudely told no. When they were told that the airline changed his flight and he only had 15 min to get on the plane (there was no line at he employee security check) they said "I said you cant go through here, you must go to the back of the line." After the person walked away, I saw and heard the TSA employee having a laugh at his expense and said ' he thinks he is special or something.' I know security is huge and it takes some time to get people thru, and I feel safer with the guidelines in place. This does not give the TSA employee an excuse not to be friendly and at least act like they care. The rebutation is tough enough now as it is, and all these people did was make it worse Agent Notes: Consumer Observation BCC - CSM Response Consumer Observation BCC - CSM Response, Additional Airport: CLT tcars record only accepts up to 4 airports at one time BCC OKC SHM/CSQIM (b) (6) at (b) (6) . Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) 1/24/2011 12:18:41 PM,(b) (6) 1/24/2011 12:20:36 PM, Last Update Date: Opening Agent: Opened Date: 1/17/2011 2:19:23 PM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, DFW Dallas/Ft Worth, TX, USA - Dallas Ft Worth International, ATL Atlanta, GA, USA - Hartsfield International, Airline: Delta Air Lines -¬Delta Air Lines -¬,
Subject Category: Discourteous- Rude Employee - Discourteous- Rude Employee Interaction Type: COMPLAINT Response Email: From: Prior Vendor To: (b) (6) Subject: Re: TSA Contact Us: Complaints <<#600878-756367#>> Body: <html><head><style type="text/css">p {margin-bottom: 0; margin-top: 0;}</style></head><body bgcolor="#ffffff" style="background: #ffffff"> <font size="2"><div style="width:100%;word-wrap:break-word;font-family: Arial;color: #000000;"><FONT size=2 face=" Helvetica, sansserif,Arial">Thank you for your email message. We appreciate that you took the time to share your concerns with us.</FONT><FONT size=2 face=" Helvetica, sans-serif,Arial"><BR clear=none></FONT><FONT size=2 face=" Helvetica, sansserif,Arial"> </FONT><FONT size=2 face=" Helvetica, sans-serif,Arial"><BR clear=none></FONT><FONT size=2 face=" Helvetica, sans-serif,Arial">Because the described incident occurred at a security checkpoint, we have forwarded your email to the Customer Service Manager at OKC airport. The Customer Service Manager is responsible for ensuring that the screener workforce adheres to the Transportation Security AdministrationGÇÖs (TSA) principles for professional processing.</FONT><FONT size=2 face=" Helvetica, sans-serif,Arial"><BR clear=none></FONT><FONT size=2 face=" Helvetica, sans-serif,Arial"> </FONT><FONT size=2 face=" Helvetica, sans-serif,Arial"><BR clear=none></FONT><FONT size=2 face=" Helvetica, sans-serif,Arial">TSA monitors the nature of inquiries we receive to track trends and spot areas of concern that may require special attention. This ongoing process will enable us to ensure prompt, corrective action whenever we determine that security-screening policies need modification or specific employees or screener teams are the subjects of repeated complaints.</FONT><FONT size=2 face=" Helvetica, sans-serif,Arial"><BR clear=none></FONT><FONT size=2 face=" Helvetica, sans-serif,Arial"> </FONT><FONT size=2 face=" Helvetica, sansserif,Arial"><BR clear=none></FONT><FONT size=2 face=" Helvetica, sans-serif,Arial">We also encourage you to check the latest information at </FONT><A href="http://www.tsa.gov/" shape=rect><FONT size=2 face=" Helvetica, sansserif,Arial">www.tsa.gov</FONT></A><FONT size=2 face=" Helvetica, sans-serif,Arial">.</FONT><FONT size=2 face=" Helvetica, sansserif,Arial"><BR clear=none></FONT><FONT size=2 face=" Helvetica, sans-serif,Arial"> </FONT><FONT size=2 face=" Helvetica, sans-serif,Arial"><BR clear=none></FONT><FONT size=2 face=" Helvetica, sans-serif,Arial">TSA Contact Center</FONT><FONT size=2 face=" Helvetica, sans-serif,Arial"><BR clear=none></FONT></div> </font><br /> <br><br><div>--- Original Message ---<BR>From: <(b) (6) t><BR>Received: 1/17/11 2:19:26 PM EST<BR>To: "TSA Contact Center" <[email protected]><BR>Subject: TSA Contact Us: Complaints<BR><BR>THIS GENERATED EMAIL HAS BEEN SENT FROM http://www.tsa.gov/contact/index.shtm<BR>-----------------------------------------------------------------------------------------------------------<BR>Remote Client IP: (b) (6) <BR>Date Time: 1/17/2011 1:00:42 AM<BR>-----------------------------------------------------------------------------------------------------------<BR><BR> <TABLE style="WIDTH: 750px" border=2 cellSpacing=1 cellPadding=3> <TBODY> <TR> <TD style="TEXT-ALIGN: right; WIDTH: 200px; VERTICAL-ALIGN: top; FONT-WEIGHT: bold">Name:</TD> <TD>(b) (6) </TD></TR> <TR> <TD style="TEXT-ALIGN: right; WIDTH: 200px; VERTICAL-ALIGN: top; FONT-WEIGHT: bold">Email:</TD> <TD>(b) (6) </TD></TR> <TR> <TD style="TEXT-ALIGN: right; WIDTH: 200px; VERTICAL-ALIGN: top; FONT-WEIGHT: bold">Complaints:</TD> <TD>Discourteous/Rude Employee</TD></TR> <TR> <TD style="TEXT-ALIGN: right; WIDTH: 200px; VERTICAL-ALIGN: top; FONT-WEIGHT: bold">Flight Info (If applicable. Enter Flight#/Airline/Terminal/Airport/Gate/Etc):</TD> <TD>flew out of OKC on Thursday January 13th around 5pm on Delta airlines.</TD></TR> <TR> <TD style="TEXT-ALIGN: right; WIDTH: 200px; VERTICAL-ALIGN: top; FONT-WEIGHT: bold">Comments:</TD> <TD>The TSA people were rude and not cooperative. The line for getting through was very long and they seemed to be moving at a snails pace and did not care that people needed to get on their flights. I had plenty of time, but some around me did not because of some adjustments by the airlines and a couple cancelations and changes to accomidate them, but TSA did nothing to help these people get through the line any faster. One person was an FAA employee and was going to use the employee entrance (I too am a FAA employee and have used the employee entrance through TSA security in every airport I have flown in .. DFW, ATL, MCO, CLT and others.) but he was rudely told no. When they were told that the airline changed his flight and he only had 15 min to get on the plane (there was no line at he employee security check) they said "I said you cant go through here, you must go to the back of the line." After the person walked away, I saw and heard the TSA employee having a laugh at his expense and said ' he thinks he is special or something.' I know security is huge and it takes some time to get people thru, and I feel safer with the guidelines in place. This does not give the TSA employee an excuse not to be friendly and at least act like they care. The rebutation is tough enough now as it is, and all these people did was make it worse.</TD></TR></TBODY></TABLE></div> <BR><BR>------ TCC Control Number: ------<BR><<#600878-756367#>></body></html>
END RECORD
CONTACT RECORD
EID: 52017573 Contact Type: Contact Date: 2011-01-25 16:17:55 Medium: EMAIL Contact Status: CLOSED Incident Date: Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: (b) (6) Subject: ISSUE, TSA Contact Us: Complaints Body: THIS GENERATED EMAIL HAS BEEN SENT FROM http://www.tsa.gov/contact/index.shtm -----------------------------------------------------------------------------------------------------------Remote Client IP: (b) (6) Date Time: 1/19/2011 8:02:39 AM ------------------------------------------------------------------------------------------------------------
Name: (b) (6) Email: (b) (6) Complaints:Inconsistent Screening (Different Practices between Airports) Flight Info (If applicable. Enter Flight#/Airline/Terminal/Airport/Gate/Etc):OKC airport, Outside SW gates, (b) (6) Comments:After flying out of the OKC airport up to three times each week for the past two years, carrying exactly the same packaging of liquids, vitamins and protein bars I was stopped this morning and had my bag completely unpacked, my vitamins, bars and properly packed liquids pulled out and separately run. All I ask for is consistency. If this is what you require, please do so for everyone, every time. It is very difficult to plan, pack and be timely when requirements are constantly changing Agent Notes: Consistency @ Airports Response Consistency @ Airports Response, Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) 1/25/2011 4:17:55 PM,(b) (6) 1/25/2011 4:19:05 PM, Last Update Date: Opening Agent: Opened Date: 1/19/2011 12:47:27 PM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, Airline: Southwest AirlinesSouthwest Airlines, Subject Category: Inconsistent Screening- Different Practices Between Airports - Inconsistent Screening- Different Practices Between Airports Interaction Type: COMPLAINT Response Email: From: Prior Vendor To: (b) (6) Subject: Re: TSA Contact Us: Complaints <<#539040-757524#>> Body: <html><head><style type="text/css">p {margin-bottom: 0; margin-top: 0;}</style></head><body bgcolor="#ffffff" style="background:
#ffffff"> <font size="2"><div style="width:100%;word-wrap:break-word;font-family: Arial;color: #000000;"><P><FONT face=" Helvetica, sansserif,Arial">Thank you for your email message regarding your concerns about the consistency of procedures at our Nation's airports. </FONT></P> <P> </P> <P><FONT face=" Helvetica, sans-serif,Arial">TSA has developed standard screening practices for all of our Nation's airports, and passengers can expect essentially the same procedures. While the procedures are the same everywhere, the interpretation of those procedures results in some slight variations from airport to airport - situation to situation. </FONT></P> <P> </P> <P><FONT face=" Helvetica, sans-serif,Arial">We work hard to achieve consistency in the security training process. We inspect screening operations at airports and continue to monitor the number and nature of complaints we receive from the traveling public to track trends and spot areas of concern that may require special attention. This ongoing process will enable us to ensure prompt, corrective action whenever we determine that security screening policies need modification or specific employees are the subject of repeated complaints.</FONT> </P> <P> </P> <P><FONT face=" Helvetica, sans-serif,Arial">We encourage you to check the latest information at </FONT><FONT face=" Helvetica, sans-serif,Arial"><A href="http://www.tsa.gov/" shape=rect>www.tsa.gov</A></FONT><FONT face=" Helvetica, sansserif,Arial">.</FONT> </P> <P> </P> <P> </P> <P><FONT face=" Helvetica, sans-serif,Arial">TSA Contact Center</FONT><FONT face=" Helvetica, sans-serif,Arial"><BR clear=none></FONT></P></div> </font><br /> <br><br><div>--- Original Message ---<BR>From: <(b) (6) ><BR>Received: 1/19/11 12:47:26 PM EST<BR>To: "TSA Contact Center" <[email protected]><BR>Subject: TSA Contact Us: Complaints<BR><BR>THIS GENERATED EMAIL HAS BEEN SENT FROM http://www.tsa.gov/contact/index.shtm<BR>-----------------------------------------------------------------------------------------------------------<BR>Remote Client IP: (b) (6) <BR>Date Time: 1/19/2011 8:02:39 AM<BR>-----------------------------------------------------------------------------------------------------------<BR><BR> <TABLE style="WIDTH: 750px" border=2 cellSpacing=1 cellPadding=3> <TBODY> <TR> <TD style="TEXT-ALIGN: right; WIDTH: 200px; VERTICAL-ALIGN: top; FONT-WEIGHT: bold">Name:</TD> <TD>(b) (6) </TD></TR> <TR> <TD style="TEXT-ALIGN: right; WIDTH: 200px; VERTICAL-ALIGN: top; FONT-WEIGHT: bold">Email:</TD> <TD>(b) (6) </TD></TR> <TR> <TD style="TEXT-ALIGN: right; WIDTH: 200px; VERTICAL-ALIGN: top; FONT-WEIGHT: bold">Complaints:</TD> <TD>Inconsistent Screening (Different Practices between Airports)</TD></TR> <TR> <TD style="TEXT-ALIGN: right; WIDTH: 200px; VERTICAL-ALIGN: top; FONT-WEIGHT: bold">Flight Info (If applicable. Enter Flight#/Airline/Terminal/Airport/Gate/Etc):</TD> <TD>OKC airport, Outside SW gates, (b) (6) </TD></TR> <TR> <TD style="TEXT-ALIGN: right; WIDTH: 200px; VERTICAL-ALIGN: top; FONT-WEIGHT: bold">Comments:</TD> <TD>After flying out of the OKC airport up to three times each week for the past two years, carrying exactly the same packaging of liquids, vitamins and protein bars I was stopped this morning and had my bag completely unpacked, my vitamins, bars and properly packed liquids pulled out and separately run. All I ask for is consistency. If this is what you require, please do so for everyone, every time. It is very difficult to plan, pack and be timely when requirements are constantly changing.</TD></TR></TBODY></TABLE></div> <BR><BR>------ TCC Control Number: ------<BR><<#539040-757524#>></body></html> END RECORD
CONTACT RECORD
EID: 52022492 Contact Type: Contact Date: 2011-01-29 18:30:55 Medium: EMAIL Contact Status: CLOSED Incident Date: Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: (b) (6) Subject: ISSUE, my clothes are missing/ INSPECTION CONTROL Body: To whom it may concern, i have travelled through Delta airlines from Oklahoma city to Istanbul on 23 january 2011. today i opened my luggage and i found a notice of baggage inspection note in it. i found out now, in this luggage of mine, 3 sweaters are missing. i really did a lot of shopping in US , but i feel really surprised to find out that some of my stuff is missing?.. i would be very glad if u give me necessary information about it. its written on this note OKC 23JAN11 14:08 T8 . how can i take my missing sweaters from you ? thanx for your understanding. urs sincerely
(b) (6)
Agent Notes: Retrieve Items & Claims Response Retrieve Items & Claims Response, Included OKC TSA L&F contact number Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) 1/29/2011 6:30:55 PM,(b) (6) 1/29/2011 6:32:06 PM, Last Update Date: Opening Agent: Opened Date: 1/25/2011 2:16:12 PM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, IST Istanbul, Turkey - Ataturk, Airline: Delta Air Lines -¬Delta Air Lines -¬, Subject Category: Claim Form Requests - Missing items from Checked Baggage - Claim Form Requests - Missing items from Checked Baggage Interaction Type: COMPLAINT Response Email: From: Prior Vendor To: (b) (6) Subject: Re: my clothes are missing/ INSPECTION CONTROL <<#603891-760290#>> Body: <html><head><style type="text/css">p {margin-bottom: 0; margin-top: 0;}</style></head><body bgcolor="#ffffff" style="background: #ffffff"> <font size="2"><div style="width:100%;word-wrap:break-word;font-family: Arial;color: #000000;"><P><FONT size=3>Thank you for your e-mail message regarding the retrieval of missing items. <BR clear=none> <BR clear=none>Each airport establishes procedures for handling lost and found items. The Transportation Security Administration (TSA) follows those procedures where they exist. In an airport where no policy exists, found articles are collected, stored, and disposed of under General Services Administration rules. TSA is unable to identify and return all items, but may be able to locate and return items on a case-by-case basis. We suggest you contact the airport (OKC) where your items were missing at 405-680-3233.<BR clear=none> <BR clear=none>We work very hard to achieve consistency in the security processes. As we inspect
screening operations at airports and receive feedback from the traveling public, we address inconsistencies and ensure corrective actions are taken, when necessary. We will continue to do all that we can to inspect screening operations and provide written procedures and training to specify how the process is to be applied.<BR clear=none> <BR clear=none>To file a claim, fill out the attached Standard Form 95 (claim form) in accordance with the instructions, and return it to the address in box #1. Please be sure to follow the instructions carefully, and to fill out the claim form completely. While use of the form is not mandatory, it will help you ensure that you meet the legal requirements for filing a claim. If you decide to file a claim, it will be processed in accordance with the Federal Tort Claims Act.<BR clear=none> <BR clear=none>Once the Claims Management Office has received your claim form, you will be sent a letter of acknowledgement and a claim number. You should keep the claim number for future reference when inquiring about your claim. TSA will try to resolve your claim as quickly as possible, but it may need time to make a further investigation of the facts. If TSA denies your claim, or has not finally resolved it within 6 months after you have filed it, you may have a right to bring your claim to court. <BR clear=none> <BR clear=none>You can also access claim forms online at the TSAGÇÖs Claims Management OfficeGÇÖs website at <A href="http://www.tsa.gov/travelers/customer/claims/index.shtm" shape=rect>www.tsa.gov/travelers/customer/claims/index.shtm</A>. This website also has information related to filing a claim, checking the status of a claim, and other claim-related issues. You can also access this website by clicking on the Claims Management Office link in the GÇ£Resource CenterGÇ¥ on TSAGÇÖs homepage at <A href="http://www.tsa.gov/" shape=rect>www.tsa.gov</A>. If you have additional questions related to the claims process, please contact the Claims Management Office at <A href="mailto:[email protected]" shape=rect>[email protected]</A>. <BR clear=none></FONT></P> <P><FONT size=3> <BR clear=none>TSA Contact Center</FONT> </P> <P><BR clear=none> </P></div> </font><br /> <br><br><div>--- Original Message ---<BR>From: nilay ta++y++rek <[email protected]><BR>Received: 1/25/11 2:16:12 PM EST<BR>To: "TSA Contact Center" <[email protected]><BR>Subject: my clothes are missing/ INSPECTION CONTROL<BR><BR> <STYLE type=text/css><!-- DIV {margin:0px;} --></STYLE> <DIV style="FONT-FAMILY: times new roman, new york, times, serif; FONT-SIZE: 12pt"> <DIV>To whom it may concern,</DIV> <DIV>i have travelled through Delta a-¦rl-¦nes from Oklahoma c-¦ty to -¦stanbul on 23 january 2011. today -¦ opened my luggage and -¦ found a not-¦ce of baggage inspection note in it. i found out now, in this luggage of m-¦ne, 3 sweaters are missing. i really did a lot of shopping in US , but i feel really surprised to find out that some of my stuff is missing?.. i would be very glad if u give me necessary information about it. its written on this note OKC 23JAN11 14:08 T8 . how can i take my missing sweaters from you ? thanx for your understanding.</DIV> <DIV>urs sincerely</DIV> <DIV>(b) (6) </DIV></DIV><BR></div> <BR><BR>------ TCC Control Number: ------<BR><<#603891-760290#>></body></html> END RECORD
CONTACT RECORD
EID: 52027693 Contact Type: Contact Date: 2011-02-03 13:12:00 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2011-02-03 13:12:00 Contact Prefix: (b) (6) Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Caller wanted to report unprofessional behavior (I.E. rude yelling, cursing, abuse of power, perception,screener/employee refuses to answer questionsGǪ) displayed by TSA employee at: (enter airport name here), Body: Agent Notes: Apologized to the caller and advised that a message will be sent to CSM. Apologized to the caller and advised that a message will be sent to CSM., Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) 2/3/2011 1:12:00 PM,(b) (6) 2/3/2011 1:51:03 PM, Last Update Date: Opening Agent: Opened Date: 2/3/2011 1:12:00 PM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, Airline: Frontier AirFrontier Air, Subject Category: Discourteous- Rude Employee - Discourteous- Rude Employee Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 52029990 Contact Type: Contact Date: 2011-02-04 16:56:38 Medium: TELEPHONE Contact Status: CLOSED Incident Date: Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Caller state he is missing a pocket knife from checked bag@ (OKC) he asked if the TSA screener was to place a notice inside his checked luggage to state that they have remove his pocket knife. Body: Agent Notes: Caller was advised that TSA screener will not place a note inside his checked luggage that will state that they have removed his pocket knife. Caller stated he did not want to file a claim for his missing pocket knife. Caller was advised that TSA screener will not place a note inside his checked luggage that will state that they have removed his pocket knife. Caller stated he did not want to file a claim for his missing pocket knife. NOI-yes Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Opening Agent: Opened Date: 2/4/2011 4:56:38 PM Linked Event IDs:
2/4/2011 5:05:20 PM,
Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, Airline: Subject Category: Claim Form Requests - Missing items from Checked Baggage - Claim Form Requests - Missing items from Checked Baggage Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 52031456 Contact Type: Contact Date: 2011-02-07 15:22:42 Medium: EMAIL Contact Status: CLOSED Incident Date: Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: (b) (6) Subject: ISSUE, TSA Contact Us: Complaints Body: THIS GENERATED EMAIL HAS BEEN SENT FROM http://www.tsa.gov/contact/index.shtm -----------------------------------------------------------------------------------------------------------Remote Client IP: (b) (6) Date Time: 2/4/2011 12:58:19 PM ------------------------------------------------------------------------------------------------------------
Name: (b) (6) Email: (b) (6) Complaints:Inappropriate Screening/Pat Down Screening Flight Info (If applicable. Enter Flight#/Airline/Terminal/Airport/Gate/Etc):Southwest 2703 26 Jan; Oklahoma City Will Rogers Airport Comments:On 26 Jan, I passed through security for my flight. After passing through the metal detector, (b) (6) ordered me to walk over to him and gave me a very aggressive patdown. He then asked if I wanted him to explain why he did so, and I said "no." He ignored me and then gave me an extensive lecture about the fact that I had not removed my sweatshirt before passing through the X-ray machine. Since no one asked me to remove the shirt, I'd assumed it was okay. (b) (6) did not tell me he was going to pat me down nor did he have my permission to do so. Had my family not been with me and asked me to ignore it so we could make our flight, I would have called the police at the time Agent Notes: Consumer Complaint BCC/CSM Response Consumer Complaint BCC/CSM Response, BCC SHM/CSQIM (b) (6) @
(b) (6)
Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Opening Agent: Opened Date: 2/4/2011 5:46:48 PM Linked Event IDs:
2/7/2011 3:22:42 PM,(b) (6)
2/7/2011 3:24:56 PM,
Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, Airline: Southwest AirlinesSouthwest Airlines, Subject Category: Discourteous- Rude Employee - Discourteous- Rude Employee Interaction Type: COMPLAINT Response Email: From: Prior Vendor To: (b) (6) Subject: Re: TSA Contact Us: Complaints <<#607653-765094#>>
Body: <html><head><style type="text/css">p {margin-bottom: 0; margin-top: 0;}</style></head><body bgcolor="#ffffff" style="background: #ffffff"> <font size="2"><div style="width:100%;word-wrap:break-word;font-family: Arial;color: #000000;"><P><FONT face=" Helvetica, sansserif,Arial">Thank you for your email message. We are sorry you were unhappy with your recent travel experience.</FONT> </P> <P> </P> <P><FONT face=" Helvetica, sans-serif,Arial">Because your complaint is regarding screening at OKC , we have forwarded a copy of your email to the Customer Service Manager at that airport. The Customer Service Manager is responsible for ensuring that the screener workforce adheres to TSA principles for professional processing.</FONT> </P> <P> </P> <P><FONT face=" Helvetica, sans-serif,Arial">We monitor the number and nature of complaints we receive to track trends and spot areas of concern that may require special attention. This ongoing process will enable us to ensure prompt, corrective action whenever we determine that security-screening policies need modification or specific employees or screener teams are the subjects of repeated complaints.</FONT> </P> <P> </P> <P><FONT face=" Helvetica, sans-serif,Arial">Again, the TSA offers sincere apologies for the discomfort you experienced while traveling and encourage you to check the latest information at </FONT><A href="http://www.tsa.gov/" shape=rect><FONT face=" Helvetica, sansserif,Arial">www.tsa.gov</FONT></A><FONT face=" Helvetica, sans-serif,Arial">.</FONT> </P> <P> </P> <P><FONT face=" Helvetica, sans-serif,Arial">TSA Contact Center</FONT><FONT face=" Helvetica, sans-serif,Arial"><BR clear=none></FONT></P></div> </font><br /> <br><br><div>--- Original Message ---<BR>From: <(b) (6) .com><BR>Received: 2/4/11 5:46:48 PM EST<BR>To: "TSA Contact Center" <[email protected]><BR>Subject: TSA Contact Us: Complaints<BR><BR>THIS GENERATED EMAIL HAS BEEN SENT FROM http://www.tsa.gov/contact/index.shtm<BR>-----------------------------------------------------------------------------------------------------------<BR>Remote Client IP: (b) (6) <BR>Date Time: 2/4/2011 12:58:19 PM<BR>-----------------------------------------------------------------------------------------------------------<BR><BR> <TABLE style="WIDTH: 750px" border=2 cellSpacing=1 cellPadding=3> <TBODY> <TR> <TD style="TEXT-ALIGN: right; WIDTH: 200px; VERTICAL-ALIGN: top; FONT-WEIGHT: bold">Name:</TD> <TD>(b) (6) </TD></TR> <TR> <TD style="TEXT-ALIGN: right; WIDTH: 200px; VERTICAL-ALIGN: top; FONT-WEIGHT: bold">Email:</TD> <TD>(b) (6) </TD></TR> <TR> <TD style="TEXT-ALIGN: right; WIDTH: 200px; VERTICAL-ALIGN: top; FONT-WEIGHT: bold">Complaints:</TD> <TD>Inappropriate Screening/Pat Down Screening</TD></TR> <TR> <TD style="TEXT-ALIGN: right; WIDTH: 200px; VERTICAL-ALIGN: top; FONT-WEIGHT: bold">Flight Info (If applicable. Enter Flight#/Airline/Terminal/Airport/Gate/Etc):</TD> <TD>Southwest 2703 26 Jan; Oklahoma City Will Rogers Airport</TD></TR> <TR> <TD style="TEXT-ALIGN: right; WIDTH: 200px; VERTICAL-ALIGN: top; FONT-WEIGHT: bold">Comments:</TD> <TD>On 26 Jan, I passed through security for my flight. After passing through the metal detector, (b) (6) ordered me to walk over to him and gave me a very aggressive patdown. He then asked if I wanted him to explain why he did so, and I said "no." He ignored me and then gave me an extensive lecture about the fact that I had not removed my sweatshirt before passing through the X-ray machine. Since no one asked me to remove the shirt, I'd assumed it was okay. (b) (6) did not tell me he was going to pat me down nor did he have my permission to do so. Had my family not been with me and asked me to ignore it so we could make our flight, I would have called the police at the time.</TD></TR></TBODY></TABLE></div> <BR><BR>------ TCC Control Number: ------<BR><<#607653-765094#>></body></html> END RECORD
CONTACT RECORD
EID: 52036006 Contact Type: Contact Date: Medium: EMAIL Contact Status: CLOSED Incident Date: Contact Prefix: Contact First Name: Unknown Contact Middle Initial: Contact Last Name: Unknown Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: (b) (6) Subject: ISSUE, Security Body: Airport Security And you thought it couldnGÇÖt get any sillier ... Posted: January 12th, 2011 Art Kosatka Airport Business Contributor
<http://www.airportbusiness.com/images/contributor/1152817751938_kosatka_large.jpg> TSA recently evacuated a Louisiana airport when the screening equipment spotted a frozen chicken packed next to a car headlamp, which jointly threw up the proverbial red flag. The passenger was headed home after a hunting trip in Louisiana and was bringing the chicken with him. While I concede the point that this was clearly an unexpected -- a non-standard image in the panoply of possibilities at any screening checkpoint -- and certainly might have grabbed my interest, it nonetheless begs the question of why, after opening the bag and identifying the offending image, it was then deemed essential to perform a trace analysis and a bomb dog check to make sure there was no imminent danger? The TSA spokesman said (really) it serves as a lesson for travelers to pay close attention to what types of items are allowed in checked bags to avoid delays. I was actually moved to search the restricted items list on the TSA website, only to find frozen poultry curiously absent. Oddly enough, the chicken search led me to a narrative on service animals such as guide dogs for the blind or disabled -- IGÇÖm not sure how Google decided this was a legitimate transition from feathered fowl to highly trained and certified life-saving animals, but it turns out that this, too, is a field ripe for TSA security analysis. It was admittedly not a TSA document I was led to, but rather a magazine article describing how the law requires such animals to be accommodated in all modes of public transportation. The article noted that there are some GÇ£unusualGÇ¥ certified animals beyond the stereotypical German Shepherd, including monkeys, macaws, pot-bellied pigs, and one known pony. It further noted that GÇô so help me -- the law does not require certification of GÇ£reptiles, rodents, or spiders, no matter how emotionally supportive they might be.GÇ¥ The mind boggles. (Mine did.) I wonder if the Louisiana hen hunter knows Tammy Banovac. SheGÇÖs the young lady that went through airport security in Oklahoma City wearing only a bra and panties as a protest against the new security AIT and pat-down rules. Yes, there is a YouTube video, and no, there is no stated dress code on the website, although some airlines claim to have a vague requirement for GÇ£appropriate dressGÇ¥. But TammyGÇÖs story gets better: When she went to the airport after the holidays for a return trip home, security said she couldnGÇÖt board her flight because GÇô IGÇÖm quoting her: GÇ£The stated reason was... they were unable to clear an unusual contour of my buttocks area." Tammy wouldn't say what the unusual contour was, but she was told she would be allowed to board her flight home the next morning, when presumably, either the shape of her butt might change or the TSOs will have logged enough Internet time to identify a range of symmetrical acceptability. Before you ask, I was unable to ascertain any official TSA template for comparison, but to bring this discussion full circle, maybe if Tammy had been riding that service pony GǪ Agent Notes: No Response Needed No Response Needed, Follow Up:
To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Opening Agent: Opened Date: 2/9/2011 5:42:58 PM Linked Event IDs:
2/10/2011 4:36:30 PM,
Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, Airline: Subject Category: Secondary Screening - General - Secondary Screening - General Interaction Type: COMPLAINT Response Email: From: Prior Vendor To: [email protected] Subject: Re: Security <<#54377-767241#>> Body: <html><head><style type="text/css">p {margin-bottom: 0; margin-top: 0;}</style></head><body bgcolor="#ffffff" style="background: #ffffff"> <font size="2"></font><br /> <br><br><div>--- Original Message ---<BR>From: <(b) (6) ><BR>Received: 2/9/11 5:42:57 PM EST<BR>To: <(b) (6) ><BR>CC:"TSA Contact Center" <[email protected]>,<(b) (6) >,<(b) (6) ><BR>Subject: Security<BR><BR> <META name=GENERATOR content="MSHTML 8.00.6001.18999"><FONT id=role_document color=#000000 size=2 face=Arial> <DIV>Airport Security <!-- PUBLICATION INFORMATION BLOCK START --><!-- This will only actually show up if this is a publication article --><!-- PUBLICATION INFO BLOCK END --><!-- END GENERAL SITE INFO ABOUT THE ARTICLE --><BR><!--div id="contributorby"></div--><!-- END PHOTO BLOCK --><!-- ARTICLE INFO FIELDS --> <DIV class=title>And you thought it couldnGÇÖt get any sillier ... </DIV> <DIV class=subTitle></DIV> <DIV class=updated><STRONG>Posted</STRONG>: January 12th, 2011</DIV> <DIV class=byline>Art Kosatka </DIV> <DIV class=source>Airport Business Contributor </DIV> <DIV class=body><!-- BEGIN PHOTO BLOCK (regular site articles) --> <DIV style="PADDING-LEFT: 9px; WIDTH: 305px; FLOAT: right"> <CENTER> <DIV id=blockADs><SPAN id=Middle></SPAN></DIV><BR><BR><!-- site photo --></CENTER></DIV><!-- END PHOTO BLOCK --><BR> <DIV id=intelliTXT><IMG hspace=6 vspace=4 align=left src="http://www.airportbusiness.com/images/contributor/1152817751938_kosatka_large.jpg"> <P>TSA recently evacuated a Louisiana airport when the screening equipment spotted a frozen chicken packed next to a car headlamp, which jointly threw up the proverbial red flag. The passenger was headed home after a hunting trip in Louisiana and was bringing the chicken with him. While I concede the point that this was clearly an unexpected -- a non-standard image in the panoply of possibilities at any screening checkpoint -- and certainly might have grabbed my interest, it nonetheless begs the question of why, after opening the bag and identifying the offending image, it was then deemed essential to perform a trace analysis and a bomb dog check to make sure there was no imminent danger? The TSA spokesman said (really) it serves as a lesson for travelers to pay close attention to what types of items are allowed in checked bags to avoid delays. I was actually moved to search the restricted items list on the TSA website, only to find frozen poultry curiously absent.</P> <P>Oddly enough, the chicken search led me to a narrative on service animals such as guide dogs for the blind or disabled -- IGÇÖm not sure how Google decided this was a legitimate transition from feathered fowl to highly trained and certified life-saving animals, but it turns out that this, too, is a field ripe for TSA security analysis. It was admittedly not a TSA document I was led to, but rather a magazine article describing how the law requires such animals to be accommodated in all modes of public transportation. The article noted that there are some GÇ£unusualGÇ¥ certified animals beyond the stereotypical German Shepherd, including monkeys, macaws, potbellied pigs, and one known pony. It further noted that GÇô so help me -- the law does not require certification of GÇ£reptiles, rodents, or spiders, no matter how emotionally supportive they might be.GÇ¥ The mind boggles. (Mine did.)</P> <P>I wonder if the Louisiana hen hunter knows Tammy Banovac. SheGÇÖs the young lady that went through airport security in Oklahoma City wearing only a bra and panties as a protest against the new security AIT and pat-down rules. Yes, there is a YouTube video, and no, there is no stated dress code on the website, although some airlines claim to have a vague requirement for GÇ£appropriate dressGÇ¥. But TammyGÇÖs story gets better: When she went to the airport after the holidays for a return trip home, security said she couldnGÇÖt board her flight because GÇô IGÇÖm quoting her: GÇ£The stated reason was... they were unable to clear an unusual contour of my buttocks area." Tammy wouldn't say what the unusual contour was, but she was told she would be allowed to board her flight home the next morning, when presumably, either the shape of her butt might change or the TSOs will have logged enough Internet time to identify a range of symmetrical acceptability. Before you ask, I was unable to ascertain any official TSA template for comparison, but to bring this discussion full circle, maybe if Tammy had been riding that service
pony GǪ.</P></DIV></DIV></DIV></FONT></div> <BR><BR>------ TCC Control Number: ------<BR><<#54377-767241#>></body></html> END RECORD
CONTACT RECORD
EID: 52037563 Contact Type: Contact Date: 2011-02-11 18:32:34 Medium: EMAIL Contact Status: CLOSED Incident Date: Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: (b) (6) Subject: ISSUE, RE: TSA Contact Us: Complaints Body: Dear (b) (6)
I regret that you were unhappy with your screening experience at Will Rogers World Airport.
Passengers are required to remove bulky outer garments to best screen for prohibited items. This is not a new requirement. This includes sweatshirts (if over a t-shirt or other layer), hoodies, bulky sweaters, etc. Many passengers do not think of these items as outer garments, but they can be. The TSO at the walk-through frequently offers suggestions to passengers to reduce the possibility of alarming, speed their screening process, and ensure the passenger is carrying no prohibited items as they go through. I realize the checkpoint can be noisy and you may not have heard the request before going through the walk-though. Most passengers who place these clothing items through the x-ray do not require any additional screening or pat-downs.
Anytime you have questions about a procedure, or are questioning whether or not to comply, you should immediately ask to speak to a supervisor who will assist in ensuring proper screening procedure is followed and your questions are answered as much as possible. If you chose, you may certainly request to speak to a police officer. Signage is posted at all checkpoints stating that passengers are subject to screening, and pat-downs are part of the screening process if needed for your security and the security of your fellow passengers.
Sincerely,
(b) (6)
TSA SHM/CSQIM/ICMS Coordinator Will Rogers World Airport -OKC Lawton/Ft. Sill Regional Airport - LAW Office: 405-702-(b) (6) Cell: (b) (6) "Security can only be achieved through constant change, through discarding old ideas that have outlived their usefullness and adapting
others to current facts." - William O. Douglas Questions and Comments? Visit: <http://www.tsa.gov/> TSA.gov, <https://contact.tsa.dhs.gov/gotfeedback/> Got Feedback? <http://www.tsa.gov/blog/> Evolution of Security Blog,
From: TSA-ContactCenter [mailto:[email protected]] Sent: Monday, February 07, 2011 2:25 PM To: (b) (6) Subject: Re: TSA Contact Us: Complaints <<#607653-765094#>>
Thank you for your email message. We are sorry you were unhappy with your recent travel experience.
Because your complaint is regarding screening at OKC , we have forwarded a copy of your email to the Customer Service Manager at that airport. The Customer Service Manager is responsible for ensuring that the screener workforce adheres to TSA principles for professional processing.
We monitor the number and nature of complaints we receive to track trends and spot areas of concern that may require special attention. This ongoing process will enable us to ensure prompt, corrective action whenever we determine that security-screening policies need modification or specific employees or screener teams are the subjects of repeated complaints.
Again, the TSA offers sincere apologies for the discomfort you experienced while traveling and encourage you to check the latest information at <http://www.tsa.gov/> www.tsa.gov.
TSA Contact Center
--- Original Message --From: <(b) (6) > Received: 2/4/11 5:46:48 PM EST To: "TSA Contact Center" <[email protected]> Subject: TSA Contact Us: Complaints THIS GENERATED EMAIL HAS BEEN SENT FROM http://www.tsa.gov/contact/index.shtm -----------------------------------------------------------------------------------------------------------Remote Client IP: (b) (6) Date Time: 2/4/2011 12:58:19 PM ------------------------------------------------------------------------------------------------------------
Name:
(b) (6)
Email:
(b) (6)
Complaints: Inappropriate Screening/Pat Down Screening
Flight Info (If applicable. Enter Flight#/Airline/Terminal/Airport/Gate/Etc): Southwest 2703 26 Jan; Oklahoma City Will Rogers Airport
Comments: On 26 Jan, I passed through security for my flight. After passing through the metal detector, (b) (6) ordered me to walk over to him and gave me a very aggressive patdown. He then asked if I wanted him to explain why he did so, and I said "no." He ignored me and then gave me an extensive lecture about the fact that I had not removed my sweatshirt before passing through the X-ray machine. Since no one asked me to remove the shirt, I'd assumed it was okay. (b) (6) did not tell me he was going to pat me down nor did he have my permission to do so. Had my family not been with me and asked me to ignore it so we could make our flight, I would have called the police at the time.
------ TCC Control Number: -----<<#607653-765094#>> Agent Notes: No Response Needed No Response Needed, Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) 2/11/2011 6:32:34 PM,(b) (6) Last Update Date: Opening Agent: Opened Date: 2/11/2011 2:53:30 PM Linked Event IDs:
2/11/2011 6:33:02 PM,(b) (6)
2/11/2011 6:33:12 PM,
Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, Airline: Subject Category: CSM/Stakeholder Follow-up - CSM/Stakeholder Follow-up Interaction Type: COMPLAINT Response Email: From: Prior Vendor To: [email protected] Subject: Re: RE: TSA Contact Us: Complaints <<#607653-765094#>> Body: <html><head><style type="text/css">p {margin-bottom: 0; margin-top: 0;}</style></head><body bgcolor="#ffffff" style="background: #ffffff"> <font size="2"></font><br /> <br><br><div>--- Original Message ---<BR>From: (b) (6) <(b) (6) ><BR>Received: 2/11/11 2:53:29 PM EST<BR>To: "TSA Contact Center" <[email protected]><BR>Subject: RE: TSA Contact Us: Complaints<BR><BR> <META name=Generator content="Microsoft Word 12 (filtered medium)"> <STYLE><!-/* Font Definitions */@font-face{font-family:Helvetica; panose-1:2 11 6 4 2 2 2 2 2 4;}@font-face{font-family:Helvetica; panose-1:2 11 6 4 2 2 2 2 2 4;}@font-face{font-family:Calibri; panose-1:2 15 5 2 2 2 4 3 2 4;}@font-face{font-family:Tahoma; panose-1:2 11 6 4 3 5 4 4 2 4;}@font-face{font-family:"Lucida Calligraphy"; panose-1:3 1 1 1 1 1 1 1 1 1;}@font-face{font-family:Univers-CondensedLight; panose-1:0 0 0 0 0 0 0 0 0 0;}/* Style Definitions */ p.MsoNormal, li.MsoNormal, div.MsoNormal{margin:0in;margin-bottom:.0001pt; font-size:12.0pt;font-family:"Times New Roman","serif";}
a:link, span.MsoHyperlink{mso-style-priority:99;color:blue; text-decoration:underline;}a:visited, span.MsoHyperlinkFollowed {mso-style-priority:99;color:purple;text-decoration:underline;}p {mso-style-priority:99;margin:0in;margin-bottom:.0001pt;font-size:12.0pt; font-family:"Times New Roman","serif";}span.EmailStyle18 {mso-style-type:personal-reply;color:black;}.MsoChpDefault {mso-style-type:export-only;font-size:10.0pt;}@page WordSection1 {size:8.5in 11.0in;margin:1.0in 1.0in 1.0in 1.0in;}div.WordSection1 {page:WordSection1;}--></STYLE> <DIV class=WordSection1> <P class=MsoNormal><SPAN style="COLOR: black">Dear (b) (6) , <?xml:namespace prefix = o ns = "urn:schemas-microsoftcom:office:office" /><o:p></o:p></SPAN></P> <P class=MsoNormal><SPAN style="COLOR: black"><o:p> </o:p></SPAN></P> <P class=MsoNormal><SPAN style="COLOR: black">I regret that you were unhappy with your screening experience at Will Rogers World Airport. <o:p></o:p></SPAN></P> <P class=MsoNormal><SPAN style="COLOR: black"><o:p> </o:p></SPAN></P> <P class=MsoNormal><SPAN style="COLOR: black">Passengers are required to remove bulky outer garments to best screen for prohibited items. This is not a new requirement. This includes sweatshirts (if over a t-shirt or other layer), hoodies, bulky sweaters, etc. Many passengers do not think of these items as outer garments, but they can be. <o:p></o:p></SPAN></P> <P class=MsoNormal><SPAN style="COLOR: black">The TSO at the walk-through frequently offers suggestions to passengers to reduce the possibility of alarming, speed their screening process, and ensure the passenger is carrying no prohibited items as they go through. I realize the checkpoint can be noisy and you may not have heard the request before going through the walk-though. Most passengers who place these clothing items through the x-ray do not require any additional screening or pat-downs.<o:p></o:p></SPAN></P> <P class=MsoNormal><SPAN style="COLOR: black"><o:p> </o:p></SPAN></P> <P class=MsoNormal><SPAN style="COLOR: black">Anytime you have questions about a procedure, or are questioning whether or not to comply, you should immediately ask to speak to a supervisor who will assist in ensuring proper screening procedure is followed and your questions are answered as much as possible. If you chose, you may certainly request to speak to a police officer. Signage is posted at all checkpoints stating that passengers are subject to screening, and pat-downs are part of the screening process if needed for your security and the security of your fellow passengers. <o:p></o:p></SPAN></P> <P class=MsoNormal><SPAN style="COLOR: black"><o:p> </o:p></SPAN></P> <P class=MsoNormal><SPAN style="COLOR: black">Sincerely,<o:p></o:p></SPAN></P> <P class=MsoNormal><SPAN style="COLOR: black"><o:p> </o:p></SPAN></P> <DIV> <P style="mso-margin-top-alt: auto; mso-margin-bottom-alt: auto" class=MsoNormal><I><SPAN style="FONT-FAMILY: 'Lucida Calligraphy'; COLOR: black">(b) (6) </SPAN></I><SPAN style="FONT-FAMILY: 'Lucida Calligraphy'; COLOR: black"> <o:p></o:p></SPAN></P> <P style="mso-margin-top-alt: auto; mso-margin-bottom-alt: auto" class=MsoNormal><I><SPAN style="FONT-FAMILY: 'Arial','sans-serif'; COLOR: #0070c0; FONT-SIZE: 10pt">TSA SHM/CSQIM/ICMS Coordinator</SPAN></I><SPAN style="COLOR: #0070c0"> <BR></SPAN><I><SPAN style="FONT-FAMILY: 'Arial','sans-serif'; COLOR: #0070c0; FONT-SIZE: 10pt">Will Rogers World Airport OKC</SPAN></I><SPAN style="COLOR: #0070c0"> <BR></SPAN><I><SPAN style="FONT-FAMILY: 'Arial','sans-serif'; COLOR: #0070c0; FONT-SIZE: 10pt">Lawton/Ft. Sill Regional Airport - LAW</SPAN></I><SPAN style="COLOR: #0070c0"> <BR></SPAN><I><SPAN style="FONT-FAMILY: 'Arial','sans-serif'; COLOR: #0070c0; FONT-SIZE: 10pt">Office: (b) (6) </SPAN></I><SPAN style="COLOR: #0070c0"> <BR></SPAN><I><SPAN style="FONT-FAMILY: 'Arial','sans-serif'; COLOR: #0070c0; FONT-SIZE: 10pt">Cell: (b) (6) </SPAN></I><I><SPAN style="FONT-FAMILY: 'Lucida Calligraphy'; COLOR: #0070c0; FONT-SIZE: 10pt"><o:p></o:p></SPAN></I></P> <P class=MsoNormal><I><SPAN style="FONT-FAMILY: 'Lucida Calligraphy'; COLOR: #8db3e2">"Security can only be achieved through constant change, through discarding old ideas that have outlived their usefullness and adapting others to current facts." - William O. Douglas </SPAN></I><I><SPAN style="FONT-FAMILY: 'Lucida Calligraphy'; COLOR: #8db3e2"><o:p></o:p></SPAN></I></P> <P style="mso-margin-top-alt: auto; mso-margin-bottom-alt: auto" class=MsoNormal><SPAN style="FONT-FAMILY: 'Arial','sans-serif'; COLOR: #0070c0; FONT-SIZE: 10pt">Questions and Comments? Visit:</SPAN><SPAN style="COLOR: #0070c0"> <A href="http://www.tsa.gov/"><SPAN style="COLOR: #0070c0; FONT-SIZE: 10pt">TSA.gov</SPAN></A></SPAN><SPAN style="COLOR: #0070c0; FONT-SIZE: 10pt">, </SPAN><SPAN style="COLOR: #0070c0"><A href="http://www.tsa.gov/blog/"><SPAN style="COLOR: #0070c0; FONT-SIZE: 10pt">Evolution of Security Blog</SPAN></A></SPAN><SPAN style="COLOR: #0070c0; FONTSIZE: 10pt">, </SPAN><SPAN style="COLOR: #0070c0"><A href="https://contact.tsa.dhs.gov/gotfeedback/"><SPAN style="COLOR: #0070c0; FONT-SIZE: 10pt">Got Feedback?</SPAN></A> <BR><BR><o:p></o:p></SPAN></P> <P class=MsoNormal><SPAN style="FONT-FAMILY: 'Calibri','sans-serif'; COLOR: black; FONT-SIZE: 11pt"><BR><BR></SPAN><SPAN style="FONT-FAMILY: 'Calibri','sans-serif'; COLOR: black; FONT-SIZE: 11pt"><o:p></o:p></SPAN></P></DIV> <P class=MsoNormal><SPAN style="COLOR: black"><o:p> </o:p></SPAN></P> <DIV> <DIV style="BORDER-BOTTOM: medium none; BORDER-LEFT: medium none; PADDING-BOTTOM: 0in; PADDING-LEFT: 0in; PADDINGRIGHT: 0in; BORDER-TOP: #b5c4df 1pt solid; BORDER-RIGHT: medium none; PADDING-TOP: 3pt"> <P class=MsoNormal><B><SPAN style="FONT-FAMILY: 'Tahoma','sans-serif'; FONT-SIZE: 10pt">From:</SPAN></B><SPAN style="FONT-FAMILY: 'Tahoma','sans-serif'; FONT-SIZE: 10pt"> TSA-ContactCenter [mailto:[email protected]] <BR><B>Sent:</B> Monday, February 07, 2011 2:25 PM<BR><B>To:</B> (b) (6) <BR><B>Subject:</B> Re: TSA
Contact Us: Complaints <<#607653-765094#>><o:p></o:p></SPAN></P></DIV></DIV> <P class=MsoNormal><o:p> </o:p></P> <DIV> <P><SPAN style="FONT-FAMILY: 'Helvetica','sans-serif'; COLOR: black; FONT-SIZE: 10pt">Thank you for your email message. We are sorry you were unhappy with your recent travel experience.</SPAN><SPAN style="FONT-FAMILY: 'Arial','sans-serif'; COLOR: black; FONT-SIZE: 10pt"> <o:p></o:p></SPAN></P> <P><SPAN style="FONT-FAMILY: 'Arial','sans-serif'; COLOR: black; FONT-SIZE: 10pt"> <o:p></o:p></SPAN></P> <P><SPAN style="FONT-FAMILY: 'Helvetica','sans-serif'; COLOR: black; FONT-SIZE: 10pt">Because your complaint is regarding screening at OKC , we have forwarded a copy of your email to the Customer Service Manager at that airport. The Customer Service Manager is responsible for ensuring that the screener workforce adheres to TSA principles for professional processing.</SPAN><SPAN style="FONT-FAMILY: 'Arial','sans-serif'; COLOR: black; FONT-SIZE: 10pt"> <o:p></o:p></SPAN></P> <P><SPAN style="FONT-FAMILY: 'Arial','sans-serif'; COLOR: black; FONT-SIZE: 10pt"> <o:p></o:p></SPAN></P> <P><SPAN style="FONT-FAMILY: 'Helvetica','sans-serif'; COLOR: black; FONT-SIZE: 10pt">We monitor the number and nature of complaints we receive to track trends and spot areas of concern that may require special attention. This ongoing process will enable us to ensure prompt, corrective action whenever we determine that security-screening policies need modification or specific employees or screener teams are the subjects of repeated complaints.</SPAN><SPAN style="FONT-FAMILY: 'Arial','sans-serif'; COLOR: black; FONTSIZE: 10pt"> <o:p></o:p></SPAN></P> <P><SPAN style="FONT-FAMILY: 'Arial','sans-serif'; COLOR: black; FONT-SIZE: 10pt"> <o:p></o:p></SPAN></P> <P><SPAN style="FONT-FAMILY: 'Helvetica','sans-serif'; COLOR: black; FONT-SIZE: 10pt">Again, the TSA offers sincere apologies for the discomfort you experienced while traveling and encourage you to check the latest information at </SPAN><SPAN style="FONTFAMILY: 'Arial','sans-serif'; COLOR: black; FONT-SIZE: 10pt"><A href="http://www.tsa.gov/"><SPAN style="FONT-FAMILY: 'Helvetica','sans-serif'">www.tsa.gov</SPAN></A></SPAN><SPAN style="FONT-FAMILY: 'Helvetica','sans-serif'; COLOR: black; FONTSIZE: 10pt">.</SPAN><SPAN style="FONT-FAMILY: 'Arial','sans-serif'; COLOR: black; FONT-SIZE: 10pt"> <o:p></o:p></SPAN></P> <P><SPAN style="FONT-FAMILY: 'Arial','sans-serif'; COLOR: black; FONT-SIZE: 10pt"> <o:p></o:p></SPAN></P> <P><SPAN style="FONT-FAMILY: 'Helvetica','sans-serif'; COLOR: black; FONT-SIZE: 10pt">TSA Contact Center</SPAN><SPAN style="FONT-FAMILY: 'Arial','sans-serif'; COLOR: black; FONT-SIZE: 10pt"><o:p></o:p></SPAN></P></DIV> <P style="MARGIN-BOTTOM: 12pt" class=MsoNormal><BR><BR><o:p></o:p></P> <DIV> <P style="MARGIN-BOTTOM: 12pt" class=MsoNormal>--- Original Message ---<BR>From: <(b) (6) ><BR>Received: 2/4/11 5:46:48 PM EST<BR>To: "TSA Contact Center" <[email protected]><BR>Subject: TSA Contact Us: Complaints<BR><BR>THIS GENERATED EMAIL HAS BEEN SENT FROM http://www.tsa.gov/contact/index.shtm<BR>------------------------------------------------------------------------------------------------------------<BR>Remote Client IP: (b) (6) <BR>Date Time: 2/4/2011 12:58:19 PM<BR>-----------------------------------------------------------------------------------------------------------<o:p></o:p></P> <TABLE style="BORDER-BOTTOM: 1.5pt outset; BORDER-LEFT: 1.5pt outset; WIDTH: 562.5pt; BORDER-TOP: 1.5pt outset; BORDERRIGHT: 1.5pt outset" class=MsoNormalTable border=1 cellSpacing=1 cellPadding=0 width=750> <TBODY> <TR> <TD style="PADDING-BOTTOM: 2.25pt; PADDING-LEFT: 2.25pt; WIDTH: 150pt; PADDING-RIGHT: 2.25pt; PADDING-TOP: 2.25pt" vAlign=top width=200> <P style="TEXT-ALIGN: right" class=MsoNormal align=right><B>Name:<o:p></o:p></B></P></TD> <TD style="PADDING-BOTTOM: 2.25pt; PADDING-LEFT: 2.25pt; PADDING-RIGHT: 2.25pt; PADDING-TOP: 2.25pt"> <P class=MsoNormal>(b) (6) <o:p></o:p></P></TD></TR> <TR> <TD style="PADDING-BOTTOM: 2.25pt; PADDING-LEFT: 2.25pt; WIDTH: 150pt; PADDING-RIGHT: 2.25pt; PADDING-TOP: 2.25pt" vAlign=top width=200> <P style="TEXT-ALIGN: right" class=MsoNormal align=right><B>Email:<o:p></o:p></B></P></TD> <TD style="PADDING-BOTTOM: 2.25pt; PADDING-LEFT: 2.25pt; PADDING-RIGHT: 2.25pt; PADDING-TOP: 2.25pt"> <P class=MsoNormal>(b) (6) <o:p></o:p></P></TD></TR> <TR> <TD style="PADDING-BOTTOM: 2.25pt; PADDING-LEFT: 2.25pt; WIDTH: 150pt; PADDING-RIGHT: 2.25pt; PADDING-TOP: 2.25pt" vAlign=top width=200> <P style="TEXT-ALIGN: right" class=MsoNormal align=right><B>Complaints:<o:p></o:p></B></P></TD> <TD style="PADDING-BOTTOM: 2.25pt; PADDING-LEFT: 2.25pt; PADDING-RIGHT: 2.25pt; PADDING-TOP: 2.25pt"> <P class=MsoNormal>Inappropriate Screening/Pat Down Screening<o:p></o:p></P></TD></TR> <TR> <TD style="PADDING-BOTTOM: 2.25pt; PADDING-LEFT: 2.25pt; WIDTH: 150pt; PADDING-RIGHT: 2.25pt; PADDING-TOP: 2.25pt" vAlign=top width=200> <P style="TEXT-ALIGN: right" class=MsoNormal align=right><B>Flight Info (If applicable. Enter Flight#/Airline/Terminal/Airport/Gate/Etc):<o:p></o:p></B></P></TD> <TD style="PADDING-BOTTOM: 2.25pt; PADDING-LEFT: 2.25pt; PADDING-RIGHT: 2.25pt; PADDING-TOP: 2.25pt"> <P class=MsoNormal>Southwest 2703 26 Jan; Oklahoma City Will Rogers Airport<o:p></o:p></P></TD></TR> <TR> <TD style="PADDING-BOTTOM: 2.25pt; PADDING-LEFT: 2.25pt; WIDTH: 150pt; PADDING-RIGHT: 2.25pt; PADDING-TOP: 2.25pt" vAlign=top width=200> <P style="TEXT-ALIGN: right" class=MsoNormal align=right><B>Comments:<o:p></o:p></B></P></TD>
<TD style="PADDING-BOTTOM: 2.25pt; PADDING-LEFT: 2.25pt; PADDING-RIGHT: 2.25pt; PADDING-TOP: 2.25pt"> <P class=MsoNormal>On 26 Jan, I passed through security for my flight. After passing through the metal detector, (b) (6) ordered me to walk over to him and gave me a very aggressive patdown. He then asked if I wanted him to explain why he did so, and I said "no." He ignored me and then gave me an extensive lecture about the fact that I had not removed my sweatshirt before passing through the X-ray machine. Since no one asked me to remove the shirt, I'd assumed it was okay. (b) (6) did not tell me he was going to pat me down nor did he have my permission to do so. Had my family not been with me and asked me to ignore it so we could make our flight, I would have called the police at the time.<o:p></o:p></P></TD></TR></TBODY></TABLE></DIV> <P class=MsoNormal><BR><BR>------ TCC Control Number: ------<BR><<#607653-765094#>><o:p></o:p></P></DIV></div> <BR><BR>------ TCC Control Number: ------<BR><<#607653-765094#>></body></html> END RECORD
CONTACT RECORD
EID: 52046857 Contact Type: Contact Date: 2011-02-23 04:37:48 Medium: EMAIL Contact Status: CLOSED Incident Date: Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: (b) (6) Subject: ISSUE, Baggage Inspection Body: On February 21, 2011, I traveled from OKC to DEN. Arriving in Denver I found my bags had been searched. My bag had a TSA approved lock on it that was missing. I opened the bag and found that it had not been searched, it had been ransacked. The clothes were unfolded and stuffed back in, the toiletry bags (clear vinyl with zipper closings) were open and the toiletries were strewn throughout the bag with some items being broken. I fully understand and support the measures taken to protect passengers. However, there is no reason to ransack and damage personal property. TSA has approved locks for airline travel -- when a passenger goes to the expense to purchase an "approved" lock it shouldn't be missing/stolen. Airline passengers have no choice but to cooperate with the TSA and security measures. TSA should not abuse passengers or their belongings, or hire personnel who cannot respect the people or property that they are there to serve. Sincerely,
(b) (6)
Agent Notes: MISSING TSA LOCKS RESPONSE MISSING TSA LOCKS RESPONSE, Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) 2/23/2011 4:37:47 AM,(b) (6) 2/23/2011 4:38:31 AM,(b) (6) Last Update Date: Opening Agent: Opened Date: 2/23/2011 3:07:05 AM Linked Event IDs:
2/23/2011 4:38:44 AM,
Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, DEN Denver, CO, USA - Denver International, Airline: Subject Category: TSA Accepted Locks - Missing or Damaged - TSA Accepted Locks - Missing or Damaged Interaction Type: COMPLAINT Response Email: From: Prior Vendor To: (b) (6) Subject: Re: Baggage Inspection <<#614146-772641#>> Body: <html><head><style type="text/css">p {margin-bottom: 0; margin-top: 0;}</style></head><body bgcolor="#ffffff" style="background: #ffffff"> <font size="2"><div style="width:100%;word-wrap:break-word;font-family: Arial;color: #000000;"><P style="MARGIN: 0in 0in 0pt" class=msonormal><SPAN><FONT size=3 face=Arial,sans-serif>Thank you for your email message regarding your Transportation Security Administration (TSA) recognized lock(s).</FONT></SPAN> </P>
<P style="MARGIN: 0in 0in 0pt" class=msonormal><SPAN><FONT size=3 face=Arial,sans-serif> </FONT></SPAN> </P> <P style="MARGIN: 0in 0in 0pt" class=msonormal><SPAN><FONT size=3 face=Arial,sans-serif>TSA in cooperation with private industry, implemented the -recognized lock system to provide Transportation Security Officers (TSOs) the ability to identify, unlock, and then relock these devices.</FONT></SPAN><FONT size=3 face=Arial,sans-serif><SPAN> </SPAN><SPAN>We believe this system will avoid unnecessary damage to luggage required to be opened by the TSOs and also provide a locking mechanism to passengers who wish to keep their luggage locked during their travels.</SPAN><SPAN> </SPAN><SPAN>Unfortunately, we cannot guarantee that these locks will never be damaged or lost while both TSOs and airline employees handle checked baggage.</SPAN></FONT> </P> <P style="MARGIN: 0in 0in 0pt" class=msonormal><SPAN><FONT size=3 face=Arial,sans-serif> </FONT></SPAN> </P> <P style="MARGIN: 0in -0.25in 0pt 0in" class=msonormal><SPAN><FONT size=3 face=Arial,sans-serif>TSA has found that many locks break off in airport baggage conveyor systems.</FONT></SPAN><FONT size=3 face=Arial,sans-serif><SPAN> </SPAN><SPAN>To learn more about GÇÖs damaged locks, please visit <U><A href="http://www.tsa.gov/travelers/customer/claims/damagedlocks.shtm" shape=rect>www.tsa.gov/travelers/customer/claims/damagedlocks.shtm</A>.</U></SPAN></FONT> </P> <P style="MARGIN: 0in -0.25in 0pt 0in" class=msonormal> </P> <P><SPAN><FONT size=3 face=Arial,sans-serif>TSA assumes a very limited role with respect to checked baggage handling.</FONT></SPAN><FONT size=3 face=Arial,sans-serif><SPAN> </SPAN><SPAN>We are responsible for checked baggage from the time it is presented for screening until the time it has been cleared after screening.</SPAN><SPAN> </SPAN><SPAN>Once checked baggage has been screened and cleared, air carriers are responsible for transporting it to its final destination.</SPAN><SPAN> </SPAN><SPAN>TSA generally has no role in prioritizing, sorting, or transporting checked baggage.</SPAN><SPAN> </SPAN><SPAN>As a result, the amount of time checked baggage is under TSA control is relatively short, though it varies depending upon the operational conditions of the airport.</SPAN></FONT> </P> <P> </P> <P style="MARGIN: 0in 0in 0pt" class=msonormal><SPAN><FONT color=black size=3 face=Arial,sans-serif>You<B> </B></FONT></SPAN><FONT color=black size=3 face=Arial,sans-serif><SPAN>may wish to file a claim for your TSA-recognized locks by completing the attached Standard Form 95 (claim form).</SPAN><SPAN> </SPAN><SPAN>Claim forms are available on our website at </SPAN></FONT><SPAN><U><FONT color=#0000ff size=3 face=Arial,sansserif>www.tsa.gov.</FONT></U></SPAN><SPAN><FONT size=3 face=Arial,sans-serif> </FONT></SPAN><SPAN><FONT color=black size=3 face=Arial,sans-serif>If you decide to file a claim, it will be processed in accordance with the Federal Tort Claims Act. </FONT></SPAN></P> <P style="MARGIN: 0in 0in 0pt" class=msonormal><SPAN><FONT size=3 face=Arial,sans-serif> </FONT></SPAN> </P> <P style="MARGIN: 0in 0in 0pt" class=msonormal><SPAN><FONT size=3 face=Arial,sans-serif>We hope this information is helpful.</FONT></SPAN> </P> <P style="MARGIN: 0in 0in 0pt" class=msonormal><SPAN><FONT size=3 face=Arial,sans-serif> </FONT></SPAN> </P> <P style="MARGIN: 0in 0in 0pt" class=msonormal><SPAN><FONT size=3 face=Arial,sans-serif> </FONT></SPAN> </P></div> </font><br /> <br><br><div>--- Original Message ---<BR>From: (b) (6) <(b) (6) ><BR>Received: 2/23/11 3:07:14 AM EST<BR>To: "TSA Contact Center" <[email protected]><BR>Subject: Baggage Inspection<BR><BR>On February 21, 2011, I traveled from OKC to DEN. Arriving in Denver I found my bags had been searched. My bag had a TSA approved lock on it that was missing. I opened the bag and found that it had not been searched, it had been ransacked. The clothes were unfolded and stuffed back in, the toiletry bags (clear vinyl with zipper closings) were open and the toiletries were strewn throughout the bag with some items being broken.<BR><BR>I fully understand and support the measures taken to protect passengers. However, there is no reason to ransack and damage personal property. TSA has approved locks for airline travel -- when a passenger goes to the expense to purchase an "approved" lock it shouldn't be missing/stolen. Airline passengers have no choice but to cooperate with the TSA and security measures. TSA should not abuse passengers or their belongings, or hire personnel who cannot respect the people or property that they are there to serve.<BR><BR>Sincerely,<BR>(b) (6) <BR></div> <BR><BR>------ TCC Control Number: ------<BR><<#614146-772641#>></body></html> END RECORD
CONTACT RECORD
EID: 523032 Contact Type: Normal/General Contact Date: Jun 21 2012 11:13PM Medium: Email Contact Status: Closed Incident Date: Jun 7 2012 5:35PM Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: not provided Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: (b) (6) Subject: FW: In Response to your inquiry. Body: Please see below. Value is estimated at $130 for perfume and foundation. -----Original Message----From: (b) (6) Sent: Thursday, June 21, 2012 10:08 PM To: '[email protected]' Subject: RE: In Response to your inquiry. Importance: High Oklahoma City Not sure, but discovered June 8, when my bag was returned to me. so somewhere between June 7th 5.35p and June 8th 7a. Southwest 16 0526480659 8168853794 -----Original Message----From: [email protected] [mailto:[email protected]] Sent: Monday, June 11, 2012 4:05 PM To: (b) (6) Subject: In Response to your inquiry. Thank you for your e-mail. The Transportation Security Administration is unable to respond to your inquiry with the information you provided. If you wish to pursue your request for information, please e-mail us with a detailed explanation of the information you are seeking. You may also provide us with this information by calling the TSA Contact Center, toll-free at (866) 289-9673. If you are outside the United States or cannot use the toll-free number, please call us at (571) 227-2900. If your e-mail is related to a specific incident, please include the following details: •Specific name of the airport where the incident occurred •Date and time of incident •Airline •Gate Number •Baggage Claim Number •Contact number if one is available.
TSA Contact Center NOTICE: The information contained in this message and any attachments is privileged and confidential and therefore protected from disclosure. If the reader of this message is not the intended recipient, or an employee or agent who is responsible for delivering this message to the intended recipient, you are hereby notified that any dissemination, distribution or copying of this communication is strictly prohibited. Senture does not accept liability for changes to this message after it was sent. The views expressed in this e-mail do not necessarily reflect the views of the company. If you have received this communication in error, please notify the sender immediately by replying via e-mail to this message and deleting this information from your computer. ---------------------------------------------------------------------CONFIDENTIALITY NOTICE This message and any included attachments are from Cerner Corporation and are intended only for the addressee. The information contained in this message is confidential and may constitute inside or non-public information under international, federal, or state securities laws. Unauthorized forwarding, printing, copying, distribution, or use of such information is strictly prohibited and may be unlawful. If you are not the addressee, please promptly delete this message and notify the sender of the delivery error by e-mail or you may call Cerner's corporate offices in Kansas City, Missouri, U.S.A at (+1) (816)221-1024. Agent Notes: Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Jun 22 2012 8:22AM Opening Agent: (b) (6) Opened Date: 6/22/2012 8:19:16 AM Linked Event IDs: 505429 Responses: Response Template Name: Missing Damaged Items in Checked Luggage NOI Not Included Airport: OKC Airline: Southwest Airlines Subject Category: Mishandling of Passenger Property - Damaged/Missing Items--Checked Luggage w/out Claim Request Interaction Type: Complaint Response Email: From: (TSA Contact Center DO NOT REPLY) [email protected] To: (b) (6) Subject: In Response to your inquiry. Body: Thank you for your e-mail regarding missing and/or damaged items for your checked baggage. The Transportation Security Administration (TSA) regrets that you found items missing and/or damaged from your checked luggage. TSA is required by law to screen all property, including checked baggage, that is brought onboard commercial passenger aircraft. To ensure the security of the traveling public, it is sometimes necessary for Transportation Security Officers (TSOs) to conduct hand inspections of checked bags. TSOs receive training in the procedures to properly inspect passenger bags, and are required to exercise great care during the screening process so that when bags are opened passenger’s belongings are returned to the same condition they were found. Please note that TSA assumes a very limited role with respect to checked baggage handling. We are only responsible for checked baggage from the time it is presented for screening until the time it has been cleared of screening. Once checked baggage has been screened and cleared, airlines are responsible for transporting it to its final destination. As a result, the amount of time checked baggage is under TSA control is relatively short. Many airports have automated in-line baggage screening systems which can screen and clear a bag remotely, resulting in no physical inspection at all. However, if a TSO needs to open and search a checked bag, the TSO will place a Notice of Inspection (NOI) inside the bag to alert the passenger that his or her bag was searched by TSA. Additionally, the NOI contains instructions on what to do if the passenger has a complaint. The lack of an NOI suggests that TSA might have never physically opened a passenger’s luggage. TSA encourages travelers to pack valuables including jewelry, electronics, money, and fragile items in their carry-on baggage and not in their checked baggage. Passengers are allowed one carry-on in addition to one personal item, such as a laptop computer, purse, small backpack, briefcase, or camera case. This information, along with addition travel tips, is found on the TSA Web site at www.tsa.gov.
We hope this information is helpful. TSA Contact Center
END RECORD
CONTACT RECORD
EID: 524070 Contact Type: Normal/General Contact Date: Jun 22 2012 3:26PM Medium: Email Contact Status: Closed Incident Date: Jun 22 2012 7:55AM Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Not Provided Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: (b) (6) Subject: TSA Contact Us: Complaints Body: THIS GENERATED EMAIL HAS BEEN SENT FROM http://www.tsa.gov/contact/index.shtm -----------------------------------------------------------------------------------------------------------Remote Client IP: (b) (6) Date Time: 6/22/2012 3:26:06 PM ------------------------------------------------------------------------------------------------------------
Name: (b) (6) Email:(b) (6) Complaints:Inconsistent Screening (Different Practices between Airports) Flight Info (If applicable. Enter Flight#/Airline/Terminal/Airport/Gate/Etc):Southwest Flight 2146, departing OKC at 0755cdt on Friday, June 22, 2012. Comments:I am a reservations agent with Southwest Airlines. This morning I flew out of the OKC airport. I presented my employee id. I was informed that I had to have a boarding pass. For the past 10 years I have been allowed through security with my employee id. I flew last weekend out of both OKC and ELP. At both airports all I had to present was my employee identification. The agent checking identification and boarding passes advised me the rules had changed. When did they change? Not everyone who works for an airline wears a uniform. Not everyone who works for an airline is a crew member. When did the rules change? Why weren't we informed that our identification was no longer acceptable? Whenever Southwest changes a policy our customers are given a minimum of one month notice. Nothing has been said to us about needing a boarding pass as well as our company id. I would appreciate clarification. Agent Notes: Supervisor (b) (6) sending the record to the CSM at Will Rogers Airport for review 06/22/2012 Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Jun 22 2012 6:29PM Opening Agent: (b) (6) Opened Date: 6/22/2012 5:57:00 PM Linked Event IDs: Responses: Response Template Name: Complaint—Customer Service Manager Airport: OKC Airline: Southwest Airlines Subject Category: Customer Service - TSO
Interaction Type: Complaint Response Email: From: (TSA Contact Center DO NOT REPLY) [email protected] To: (b) (6) Subject: In Response to your inquiry. Body: Thank you for your e-mail regarding your recent travel experience. Because your complaint concerns security screening at a specific airport, we have forwarded a copy of your e-mail to the Customer Service Manager at that airport. TSA monitors the number and nature of complaints we receive to track trends and spot areas of concern that may require special attention. This ongoing process enables us to ensure prompt, corrective action whenever we determine that security-screening policies need modification or specific employees or screener teams are the subjects of repeated complaints.
We hope this information is helpful. TSA Contact Center END RECORD
CONTACT RECORD
EID: 52958 Contact Type: Normal/General Contact Date: Apr 18 2011 4:21PM Medium: Inbound Call Contact Status: Closed Incident Date: Apr 17 2011 7:00AM Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: (b) (6) Subject: Claim- Website Body: Person is now missing some jewelry and a cell phone charger after receiving their checked luggage at the destination airport. There was not a NOI on this person's baggage.
Agent Notes: CCR was going to forward this to the CSM, but then realized there was no notice of inspection on the caller's baggage. Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Apr 18 2011 4:31PM Opening Agent:(b) (6) Opened Date: 4/18/2011 4:31:03 PM Linked Event IDs: Responses: Response Template Name: General Complaint w/ Claims Response Airport: OKC Airline: Subject Category: Claim Form Requests - Website Interaction Type: Complaint Response Email: END RECORD
CONTACT RECORD
EID: 536406 Contact Type: Normal/General Contact Date: Jun 30 2012 7:48PM Medium: Inbound Call Contact Status: Closed Incident Date: Jun 30 2012 5:30AM Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Damaged Items Body: Caller stated that he traveled all the time, but this time his luggage was destroyed, shaving cream was smashed, metal stands are ruined, slacks are slashed and clothes are all wadded up. Caller stated that a NOI was inside and also provided additional information such as flight information, United Airlines, departing at 5:30 am, with baggage claim number as UA4016634381. Caller also stated that he was flying from BOS to ORD to OKC. **Caller stated that he would download the form from our website.** Advised caller: We regret that you were unsatisfied with the manner in which your bags were handled. You may wish to file a claim for missing and or damaged items by completing a Standard Form 95 (claim form). A claim form will be sent to you within 24 hours of this response. Claim forms are also available on our Web site at www.tsa.gov. Because the complaint concerns security screening at a specific airport, we have forwarded a copy of this e-mail to the Customer Service Manager (CSM) at that location.
Agent Notes: Sent to the CSM at Will Rogers by (b) (6) on June 30, 2012. Follow Up: TSA-OKC would not have handled this passenger's bag based on the information contained in the attachment. Recommend redirection to BOS or aircraft operator.
(b) (6)
TSA SHM/CSQIM/ICMS Coordinator Will Rogers World Airport -OKC Lawton/Ft. Sill Regional Airport - LAW Office: 405-702(b) (6) Cell: (b) (6) "Fall down seven times, get up eight." - Japanese proverb Questions and Comments? Visit: TSA.gov, Evolution of Security Blog, Got Feedback?
-----Original Message----From: [email protected] [mailto:[email protected]] Sent: Saturday, June 30, 2012 7:24 PM To: (b) (6) Subject: The following event #536406 should be reviewed.
The customers information has been attached to this email.
Customer Service Manager: The following e-mail is being forwarded to you for review from the TCC. Please contact the traveler to resolve the issues addressed in their e-mail message included below. Also, please reply to the message that was forwarded to you and describe the resolution that you provided. This will send the traveler’s original message and your response to TCC Supervisors so they may update and close the record accordingly. If the file is password-protected, then please use the CSM password (located on the OSO Trusted Source Site) to open the file. Thank you, TSA Contact Center Representative NOTICE: The information contained in this message and any attachments is privileged and confidential and therefore protected from disclosure. If the reader of this message is not the intended recipient, or an employee or agent who is responsible for delivering this message to the intended recipient, you are hereby notified that any dissemination, distribution or copying of this communication is strictly prohibited. Senture does not accept liability for changes to this message after it was sent. The views expressed in this e-mail do not necessarily reflect the views of the company. If you have received this communication in error, please notify the sender immediately by replying via e-mail to this message and deleting this information from your computer. To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Jul 3 2012 7:16PM Opening Agent: (b) (6) Opened Date: 6/30/2012 7:48:56 PM Linked Event IDs: Responses: Response Template Name: Missing Damaged Items in Checked Bags NOI Included and Claim Info Airport: OKC Airline: United Airlines Subject Category: Mishandling of Passenger Property - Damaged/Missing Items--Checked Luggage w/out Claim Request Interaction Type: Complaint Response Email: END RECORD
CONTACT RECORD
EID: 542752 Contact Type: Normal/General Contact Date: Jul 5 2012 2:43PM Medium: Email Contact Status: Closed Incident Date: Contact Prefix: Contact First Name:(b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Not Provided Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: (b) (6) Subject: TSA Contact Us: Complaints Body: THIS GENERATED EMAIL HAS BEEN SENT FROM http://www.tsa.gov/contact/index.shtm -----------------------------------------------------------------------------------------------------------Remote Client IP: (b) (6) Date Time: 7/5/2012 2:43:23 PM ------------------------------------------------------------------------------------------------------------
Name: (b) (6) Email: (b) (6) Complaints:Discourteous/Rude Employee Flight Info (If applicable. Enter Flight#/Airline/Terminal/Airport/Gate/Etc):Will rogers world airport security point next to gate 24 Comments:I was sitting.near the security check point and overheard some comments made in extremely poor taste. Unfortunately I do not know the names of the agents however one was a large male with (b) (6) and (b) (6) another was a short male with (b) (6) (b) (6) and a (b) (6) wearing what looks like an OU watch. The comments made were in reference to which women they enjoyed patting down. They also stated they didn't care how old a child was they were going to search anyways because it was fun. One of them stated they really enjoyed searching older women in wheelchairs. There is a chance these comments were heard out of context, however TSA is a federal agency and the public expexts them to act in a professional manner. These were not professional ls working at the check point; they were more like adolescents who had been given the keys to the liquor cabinet. TSA's reputation has been severly tarnished over the last few years. Agents such as the ones I witnessed are doing nothing to better the reputation. When one works in a security capacity maturity is a must. These agents were not only unprofessional but immature and blatantly crude in front of the public. I have never before heard such comments made by security regarding children and the elderly. Agent Notes: Sending to the CSM at Will Rogers for review and notification. (b) (6) TCC Supervisor 7-5-12 Follow Up: All agents are being briefed to remind them to take care with their conversations in public areas and reminded that they are representing our Federal Government. The two officers have been identified and counseled. I have contacted the passenger via e-mail.
(b) (6)
TSA SHM/CSQIM/ICMS Coordinator Will Rogers World Airport -OKC Lawton/Ft. Sill Regional Airport - LAW Office: 405-702-(b) (6) Cell: (b) (6) "Fall down seven times, get up eight." - Japanese proverb Questions and Comments? Visit: TSA.gov, Evolution of Security Blog, Got Feedback?
-----Original Message----From: [email protected] [mailto:[email protected]] Sent: Thursday, July 05, 2012 4:43 PM To: (b) (6) Subject: The following event #542752 should be reviewed. The customers information has been attached to this email.
Customer Service Manager: The following e-mail is being forwarded to you for review from the TCC. Please contact the traveler to resolve the issues addressed in their e-mail message included below. Also, please reply to the message that was forwarded to you and describe the resolution that you provided. This will send the traveler’s original message and your response to TCC Supervisors so they may update and close the record accordingly. If the file is password-protected, then please use the CSM password (located on the OSO Trusted Source Site) to open the file. Thank you, TSA Contact Center Representative NOTICE: The information contained in this message and any attachments is privileged and confidential and therefore protected from disclosure. If the reader of this message is not the intended recipient, or an employee or agent who is responsible for delivering this message to the intended recipient, you are hereby notified that any dissemination, distribution or copying of this communication is strictly prohibited. Senture does not accept liability for changes to this message after it was sent. The views expressed in this e-mail do not necessarily reflect the views of the company. If you have received this communication in error, please notify the sender immediately by replying via e-mail to this message and deleting this information from your computer. To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Jul 6 2012 3:10PM Opening Agent: (b) (6) Opened Date: 7/5/2012 5:26:32 PM Linked Event IDs: Responses: Response Template Name: TCC Screener Rudeness Airport: OKC Airline: Subject Category: Customer Service - TSO Interaction Type: Complaint Response Email: From: (TSA Contact Center DO NOT REPLY) [email protected] To: (b) (6) Subject: In Response to your inquiry. Body: Thank you for your e-mail regarding the rude behavior you experienced from a Transportation Security Officer (TSO). The Transportation Security Administration (TSA) regrets any unprofessional treatment you may have experienced. TSA seeks to provide a high level of security and customer service to all passengers who pass through our screening checkpoints. Every person and item must be screened before entering the secured area, and the way the screening is conducted is important. Our policies and procedures focus on ensuring that all passengers are treated with dignity, respect, and courtesy. Please be advised that a passenger can always request to speak with the Supervisory Transportation Security Officer at the checkpoint to address any complaint regarding screening procedures. Additionally, a passenger may register a concern or complaint with security through the TSA Customer Service Manager at each airport. The “Talk to TSA” section of the TSA Web site (https://apps.tsa.dhs.gov/talktotsa/) offers passengers the ability to send complaints directly to the Customer Service Manager by clicking on the map and selecting the correct airport. Because your complaint concerns an incident that occurred at a specific airport we have forwarded a copy of your letter to the appropriate Customer Service Manager. We hope this information is helpful.
TSA Contact Center END RECORD
CONTACT RECORD
EID: 58128 Contact Type: Fulfillment Contact Date: Apr 23 2011 3:17PM Medium: Email Contact Status: Closed Incident Date: Apr 18 2011 12:00AM Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: (b) (6) Subject: TSA Contact Us: Complaints Body: THIS GENERATED EMAIL HAS BEEN SENT FROM http://www.tsa.gov/contact/index.shtm -----------------------------------------------------------------------------------------------------------Remote Client IP: (b) (6) Date Time: 4/23/2011 3:17:24 PM ------------------------------------------------------------------------------------------------------------
Name: (b) (6) Email: (b) (6) Complaints:TSA Accepted Locks - Missing or Damaged Flight Info (If applicable. Enter Flight#/Airline/Terminal/Airport/Gate/Etc):AA3793/AA425 OKC-ORD-SEA 4/18/2011 Comments:My TSA lock was missing. Since the claims process is about as long as possible so much for a $10 lock. Thank you for nothing. Agent Notes: Filled via email 4/25/11 Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Aug 22 2011 6:38PM Opening Agent: (b) (6) Opened Date: 8/14/2011 12:12:05 PM Linked Event IDs: Responses: Response Template Name: Missing TSA Lock Response Airport: OKC Airline: American Airlines Subject Category: TSA Accepted Locks - Missing or Damaged Interaction Type: Complaint Response Email: From: (TSA Contact Center DO NOT REPLY) [email protected] To: (b) (6) Subject: In Response to your inquiry. Body: Thank you for your email message expressing your concern regarding your missing Transportation Security Administration (TSA) recognized lock(s).
TSA in cooperation with private industry, implemented the TSA-recognized lock system to provide Transportation Security Officers (TSOs) the ability to identify, unlock, and then relock these devices. We believe this system will avoid unnecessary damage to luggage required to be opened by the TSOs and also provide a locking mechanism to passengers who wish to keep their luggage locked during their travels. Unfortunately, we cannot guarantee that these locks will never be damaged or lost while both TSOs and airline employees handle checked baggage. TSA has found that many locks break off in airport baggage conveyor systems. To learn more about TSA's damaged locks, please visit www.tsa.gov/travelers/customer/claims/damagedlocks.shtm. TSA assumes a very limited role with respect to checked baggage handling. We are responsible for checked baggage from the time it is presented for screening until the time it has been cleared after screening. Once checked baggage has been screened and cleared, air carriers are responsible for transporting it to its final destination. TSA generally has no role in prioritizing, sorting, or transporting checked baggage. As a result, the amount of time checked baggage is under TSA control is relatively short, though it varies depending upon the operational conditions of the airport. You may wish to file a claim for your TSA-recognized locks by completing the attached Standard Form 95 (claim form). Claim forms are available on our website at www.tsa.gov. If you decide to file a claim, it will be processed in accordance with the Federal Tort Claims Act.
We hope this information is helpful.
TSA Contact Center END RECORD
CONTACT RECORD
EID: 7242 Contact Type: Fulfillment Contact Date: Mar 2 2011 1:02PM Medium: Email Contact Status: Closed Incident Date: Mar 1 2011 12:00AM Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: (b) (6) Subject: Lost Item Body: To Whom it may concern, I flew in last night from Oklahoma City to Denver and when my luggage came out on the carousel part of the zipper was undone and one of my blouses was hanging half way out of my luggage!! I travel 75% of my time and this is not the first incident but it is the first time I am reporting an issue formally. I do NOT have my silver necklace which I placed inside my shoe inside my show travel bag!!! I am livid. occurred in Oklahoma City. Obviously this must have
I want to know what type of action is going to be taken and why this is even allowed to occur. In the past due to mishandling of my possessions by TSA I lost a valuable earring which I never reported. You cannot replace these types of objects since they were one of a kind and made by a local artist in Park City, Utah. I really do want someone to follow up on this for me.
(b) (6)
Agent Notes: Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Aug 22 2011 6:38PM Opening Agent: (b) (6) Opened Date: 8/14/2011 11:11:42 AM Linked Event IDs: Responses: Response Template Name: Retrieve Items and Claims Response Airport: OKC Airline: Subject Category: Lost and Found - TSA Interaction Type: Complaint -- Procedures Response Template Name: General Complaint & Falling Short of Standard Response Airport: Airline: Subject Category: Screening - Secondary Interaction Type: Complaint -- Procedures
Response Email: From: (TSA Contact Center DO NOT REPLY) [email protected] To: (b) (6) Subject: In Response to your inquiry. Body: Thank you for your electronic mail message. We are sorry you were unhappy with your recent travel experience and hope that the following information will be helpful. One of our key objectives has been to ensure that all passengers consistently receive professional and courteous checkpoint processing while maintaining our high level of security. Along with expanded training on the enhanced security procedures, each Federal airport screener receives training on professional and courteous conduct to make the process run smoothly and reduce the inconvenience to the public. Enhanced security measures require that all checked baggage undergo some form of screening for prohibited items. A variety of security measures are applied to the baggage and/or persons of passengers selected through the screening process, including random searches. Physical search of the luggage is required to clear every alarm. TSA screeners should exercise great care during the screening process to ensure that passengers' belongings are returned and not damaged when a bag needs to be opened. Unfortunately, on some occasions the screening process may fall short of our established standard. We apologize if these high standards were not met. We monitor the number and nature of complaints we receive to track trends and spot areas of concern that may require special attention. This ongoing process will enable us to ensure prompt, corrective action whenever we determine that security-screening policies need modification or specific employees or screener teams are the subjects of repeated complaints. We appreciate your taking the time to share your thoughts and concerns with us.
Each airport establishes procedures for handling lost and found items. The Transportation Security Administration (TSA) follows those procedures where they exist. The airports in those instances are responsible for holding and disposing items under applicable local laws. Items, such as locks, tags, straps, and other external luggage pieces, are often lost or damaged as the baggage goes through the baggage handling equipment and may or may not have been found by airline/airport personnel. In an airport where no policy exists, found articles are collected, stored, and disposed of under General Services Administration rules. TSA is unable to identify and return all items, but may be able to locate and return items on a case-by-case basis. We suggest you contact the airport where your items were confiscated or lost. We work very hard to achieve consistency in the security processes. As we inspect screening operations at airports and receive feedback from the traveling public, we address inconsistencies and ensure corrective actions are taken, when necessary. We will continue to do all that we can to inspect screening operations and provide written procedures and training to specify how the process is to be applied. To file a claim, fill out the attached Standard Form 95 (claim form) in accordance with the instructions, and return it to the address in box #1. Please be sure to follow the instructions carefully, and to fill out the claim form completely. While use of the form is not mandatory, it will help you ensure that you meet the legal requirements for filing a claim. If you decide to file a claim, it will be processed in accordance with the Federal Tort Claims Act. Once the Claims Management Office has received your claim form, you will be sent a letter of acknowledgement and a claim number. You should keep the claim number for future reference when inquiring about your claim. TSA will try to resolve your claim as quickly as possible, but it may need time to make a further investigation of the facts. If TSA denies your claim, or has not finally resolved it within 6 months after you have filed it, you may have a right to bring your claim to court. You can also access claim forms online at the TSA's Claims Management Office's website at www.tsa.gov/travelers/customer/claims/index.shtm. This website also has information related to filing a claim, checking the status of a claim, and other claim-related issues. You can also access this website by clicking on the Claims Management Office link in the “Resource Center” on TSA's homepage at www.tsa.gov. If you have additional questions related to the claims process, please contact the Claims Management Office at [email protected].
TSA Contact Center END RECORD
CONTACT RECORD
EID: 73469 Contact Type: Normal/General Contact Date: May 10 2011 9:21AM Medium: Inbound Call Contact Status: Closed Incident Date: May 6 2011 12:00AM Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: refused Subject: Missing Keys Body: Caller s luggage was screened at OK City airport and his work keys are missing out of his checked luggage. There was a NOI inside the luggage. I advised the caller that he will be able to call the lost and found at the airport to see if the keys have been found and if not I could send him a claims form to get reembursed for the missing items. Caller stated that he did not want to file a claim. Oklahoma City Oklahoma City Will Rogers World Airport 405-702-7501
Agent Notes: Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: May 10 2011 9:29AM Opening Agent: (b) (6) Opened Date: 5/10/2011 9:29:34 AM Linked Event IDs: Responses: Response Template Name: Complaints Response Airport: OKC Airline: Subject Category: Mishandling of Passenger Property - Missing Items- Checked Baggage Interaction Type: Complaint Response Email: END RECORD
CONTACT RECORD
EID: 80255 Contact Type: Normal/General Contact Date: May 16 2011 3:54PM Medium: Inbound Call Contact Status: Closed Incident Date: May 14 2011 5:30AM Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: refused Subject: civil rights violation Body: Caller is very upset because his wife was chosen for a pat down becase of CAPPS. When she went for the pat down he said no you are not touching my wife. She did consent for the patdown . He says this is a violation of her constitutional rights. Advised caller to call the office of Civil Rights and Liberties. They were at Will Rogers World Airport
The Fourth Amendment prohibits the Government from conducting unreasonable searches and seizures of people, places, and things. Courts have held that the search conducted in the airport screening context is reasonable Agent Notes: Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: May 16 2011 4:18PM Opening Agent: (b) (6) Opened Date: 5/16/2011 4:18:56 PM Linked Event IDs: Responses: Response Template Name: Civil Rights Complaint Discrimination—Response to General Public Airport: OKC Airline: Frontier Airlines Subject Category: Civil Rights - Perceived Discrimination Interaction Type: Complaint Response Template Name: Search and Seizure Response Airport: OKC Airline: Frontier Airlines Subject Category: Civil Rights - Constitutional Rights Interaction Type: Complaint Response Template Name: Reasons for Secondary Screening Airport: OKC Airline: Frontier Airlines Subject Category: Screening - Secondary Interaction Type: Information Response
Template Name: Screening—Passenger Refuses Screening Airport: Airline: Subject Category: Screening - Secondary Interaction Type: Information Response Email: END RECORD
CONTACT RECORD
EID: 81967 Contact Type: Fulfillment Contact Date: May 18 2011 12:10AM Medium: Email Contact Status: Closed Incident Date: May 9 2011 12:00AM Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: (b) (6) Subject: DISAPPEARING CAMERA Body: I recently traveled through Will Rogers Airport. On Monday May 9th , I left Oklahoma to go home back to Florida. I had BOTH my bags searched THOROUGHLY. Two different people searched & some took items to rescan etc. When I got home & unpacked my bags I discovered my purple Tinker Bell bag that had my FUJIFILM FinePix Z20FD 10MP Digital Camera was NOT in my bag. I have contacted Continental in case it came out of my back pack when it was put in the first class overbin. I have contacted (b) (6) on Wed. May 11th. She said she would return my phone call on Thurs. after she did some checking. I got NO return phone call. I have called & left messages Fri., Mon. & Tues. and NO return call. I was sharing this UNFORTUNATE situation with my brother & he told me of some OKC TSA with STICKY FINGERS. My Dad had passed & I was distraught & bringing precious items home. This is the LAST situation I expected to encounter from my fellow Okies. :0( I would appreciate some resolution to this. Thank you kindly for your time & consideration.
(b) (6) (b) (6)
Agent Notes: Claim forms sent on 5/18/11 BA Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Aug 22 2011 6:38PM Opening Agent: (b) (6) Opened Date: 8/14/2011 12:31:39 PM Linked Event IDs: Responses: Response Template Name: Accusation of Theft and Lack of NOI - Checked Luggage Airport: OKC Airline: Subject Category: Mishandling of Passenger Property - Missing Items- Checked Baggage Interaction Type: Complaint Response Email: From: (TSA Contact Center DO NOT REPLY) [email protected] To: (b) (6) Subject: In Response to your inquiry. Body: Thank you for your e-mail regarding missing and or damaged items for your checked baggage. The Transportation Security Administration (TSA) regrets that you found items missing and or damaged from your checked luggage. TSA is required by law to screen all property, including checked baggage, that is brought onboard commercial passenger aircraft. To ensure the security of the traveling public, it is sometimes necessary for Transportation Security Officers (TSOs) to conduct hand
inspections of checked bags. TSOs receive training in the procedures to properly inspect passenger bags, and are required to exercise great care during the screening process so that when bags are opened passenger’s belongings are returned to the same condition they were found. If a TSO needs to open and search a checked bag, the TSO will place a Notice of Inspection (NOI) inside the bag to alert the passenger that his or her bag was searched by TSA. Additionally, the NOI contains instructions on what to do if the passenger has a complaint. The lack of an NOI suggests that TSA might have never physically opened a passenger’s luggage. Nonetheless, you may wish to file a claim for his her missing items by completing the enclosed Standard Form 95 (claim form). Claim forms are also available on our Web site at www.tsa.gov. If you decide to file a claim, it will be processed in accordance with the Federal Tort Claims Act. Please note that TSA assumes a very limited role with respect to checked baggage handling. We are only responsible for checked baggage from the time it is presented for screening until the time it has been cleared of screening. Once checked baggage has been screened and cleared, airlines are responsible for transporting it to its final destination. As a result, the amount of time checked baggage is under TSA control is relatively short. TSA encourages travelers to pack valuables including jewelry, electronics, money, and fragile items in their carry-on baggage and not in their checked baggage. Passengers are allowed one carry-on in addition to one personal item, such as a laptop computer, purse, small backpack, briefcase, or camera case. This information, along with addition travel tips, is found on the TSA Web site. TSA works very hard to achieve consistency in its security screening process, and we monitor the number and nature of complaints we receive to track trends and spot areas of concern that may require special attention. This ongoing process enables us to ensure prompt corrective action whenever we determine that security screening policies need modification or specific employees or TSO teams are the subjects of repeated complaints.
We hope this information is helpful.
TSA Contact Center END RECORD
CONTACT RECORD
EID: 93617 Contact Type: Normal/General Contact Date: May 30 2011 12:49PM Medium: Email Contact Status: Closed Incident Date: Contact Prefix: (b) (6) Contact First Name: Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: None Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: (b) (6) Subject: Re: In Response to your inquiry. Body: Thank you for your response. Airports involved were Will Rogers World Airport in Oklahoma City, OK (OKC), Salt Lake City (SLC), UT, and Eugene, Oregon. My departure flights were: 12 May 2011, 0615am Delta #4501 OKC - SLC and 1130am Delta #4680 SLC - Eugene My return flights were: 24 May 2011, 0615am Delta #4681 Eugene - SLC and 0950am Delta #4692 SLC - OKC Upon arrival in Eugene on 12 May I found my TSA lock had been removed. There was no notification placed in my luggage of any inspection. There was nothing missing. Upon arrival in OKC on 24 May I found my TSA lock had been removed and placed in another location. Again, there was no notification of inspection placed inside my luggage. There was nothing missing. If a TSA agent unlocks my luggage for inspection, then he should place a notification of inspection inside my bag and then he should RELOCK the luggage! This is your standard practice but it was not accomplished during my journey. This is my primary complaint! Please let the TSA departments in OKC, SLC, and Eugene know that proper procedures were not followed. Thank you for your assistance...if you need further info, please contact me via email.
(b) (6)
-----Original Message----From: [email protected] Sent: Monday, May 30, 2011 8:34 AM To: (b) (6) Subject: In Response to your inquiry. Thank you for your e-mail message. We appreciate that you took the time to share this information with us. So that we may forward your e-mail to the appropriate office for action, please provide us with the following specific details: • Specific name of the airport where the incident occurred • Date and time of incident • Airline • Contact number if one is available. You can also provide us with this information by calling the TSA Contact Center, toll-free at (866) 289-9673. If you are outside the United
States and cannot use the toll-free number, please call us at (571) 227-2900. TSA monitors the number and nature of complaints it receives to track trends and spot areas of concern that may require special attention. This ongoing process enables us to ensure prompt, corrective action whenever we determine that security screening policies need modification or specific employees or screener teams are the subjects of repeated complaints.
The Transportation Security Administration (TSA) is required by law to screen all property, including checked baggage that is loaded onboard commercial passenger aircraft. To ensure the security of the traveling public, it is sometimes necessary for Transportation Security Officers (TSOs) to conduct hand inspections of checked bags. TSOs receive training in the procedures to properly inspect passenger bags and are required to exercise great care during the screening process so that when bags are opened a passenger’s belongings are returned to the same condition they were found. We regret that you were unsatisfied with your screening experience. If a TSO needs to open and search a checked bag, the TSO will place a Notice of Inspection (NOI) inside the bag to alert the passenger that his or her bag was searched by TSA. Additionally, the NOI contains instructions on what to do if the passenger has a complaint. You may wish to file a claim for any missing or damaged property by completing the enclosed Standard Form 95 (claim form). Claim forms are also available on our Web site at www.tsa.gov. If you decide to file a claim, it will be processed in accordance with the Federal Tort Claims Act. Please note that TSA assumes a very limited role with respect to checked baggage handling. We are only responsible for checked baggage from the time it is presented for screening until the time it has been cleared of screening. Once checked baggage has been screened and cleared, airlines are responsible for transporting it to its final destination. As a result, the amount of time checked baggage is under TSA control is relatively short. TSA encourages travelers to pack valuables including jewelry, electronics, money, and fragile items in their carry-on baggage and not in their checked baggage. Passengers are allowed one carry-on in addition to one personal item, such as a laptop computer, purse, small backpack, briefcase, or camera case. This information, along with addition travel tips, is found on the TSA Web site.
We hope this information is helpful. TSA Contact Center
NOTICE: The information contained in this message and any attachments is privileged and confidential and therefore protected from disclosure. If the reader of this message is not the intended recipient, or an employee or agent who is responsible for delivering this message to the intended recipient, you are hereby notified that any dissemination, distribution or copying of this communication is strictly prohibited. Senture does not accept liability for changes to this message after it was sent. The views expressed in this e-mail do not necessarily reflect the views of the company. If you have received this communication in error, please notify the sender immediately by replying via e-mail to this message and deleting this information from your computer.
Agent Notes: Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Aug 14 2011 12:39PM Opening Agent: (b) (6) Opened Date: 5/30/2011 4:05:52 PM Linked Event IDs: Responses: Response Template Name: TSOs Should Include Name and Badge Info on NOI Airport: OKC Airline: Subject Category: TSA Accepted Locks - Missing or Damaged Interaction Type: Complaint Response Email: From: (TSA Contact Center DO NOT REPLY) [email protected] To: (b) (6)
Subject: In Response to your inquiry. Body: Thank you for your e-mail suggesting that Transportation Security Officers (TSOs) include their name and badge number on Notice of Inspections (NOIs).
Enhanced security measures require TSOs to screen all checked baggage for prohibited items, and TSOs may need to physically search a bag if it sounds an alarm. TSOs are required to exercise great care during the screening process so that when bags are opened a passenger’s belongings are returned in the same condition they were found. If a TSO needs to open and search a checked bag, the TSO will place an NOI inside the bag to alert the passenger that his or her bag was searched by TSA. Additionally, the NOI contains instructions on what to do if the passenger has a complaint. Currently, TSOs are not required to include their name or badge number on an NOI. We encourage travelers to pack valuables including jewelry, electronics, medication, and fragile items in their carry-on baggage and not in their checked baggage. Passengers are allowed one carry-on item in addition to one personal item, such as a laptop computer, purse, small backpack, briefcase, or camera case.
We hope this information is helpful. TSA Contact Center END RECORD
EID: 107721 Contact Type: Normal/General Contact Date: Jun 13 2011 11:59AM Medium: Inbound Call Contact Status: Closed Incident Date: Jun 13 2011 7:00AM Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Refused Subject: Disarrayed items Body: (b) (6) called in and flew from Oklahoma City to St. Louis and when she looked inside her bag her clothing was thrown in and is a mess. (b) (6) said there was a NOI inside the suitcase.
(b) (6)
(b) (6)
(b) (6)
I advised
flew on Southwest at 7:00 this morning flight number 1187, Gate 16. said she has never had this happen, and there was no sense in them doing this.
(b) (6)
I would send in a complaint for her, and the complaint would be viewed.
(b) (6)
want s a response, from someone not just a complaint sent in. Agent Notes: Sent to CSM 6/13/11 Follow Up: To TSOC Date: From TSOC Date: Last Updated By:(b) (6) Last Update Date: Jun 13 2011 1:22PM Opening Agent: (b) (6) Opened Date: 6/13/2011 1:22:21 PM Linked Event IDs:
(b) (6)
Responses: Response Template Name: Consumer Observation BCC CSM Response Airport: OKC Airline: Southwest Airlines Subject Category: Mishandling of Passenger Property - Disarrayed Carry-on/Checked Baggage Interaction Type: Complaint Response Email: END RECORD
CONTACT RECORD
EID: 115181 Contact Type: Normal/General Contact Date: Jun 20 2011 1:20PM Medium: Inbound Call Contact Status: Closed Incident Date: Jun 19 2011 6:24AM Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: (b) (6) Subject: Missing Items- Checked Luggage Body: Caller flew out of Oklahoma City to Colorado. Callers suitcase had been opened and there was an NOI from TSA inside. Caller is missing a pair of shoes (loafers black and tan) and she had jewelry box from her mother thats was broken. Caller feels that there were several other items missing from her bag. However, she could not tell you what they are. She had just attended her mothers funeral and brought back some of her personal items. She is very upset and distraught over this issue. She would like to make a complaint and know what she can do to try and get her items back.
(b) (6)
Flight Details Will Rogers World Airport United Airlines Flight # 6447 Baggage Claim # 301GUA-099399 NOI - stamped on NOI is OKC SUN 19June11 5:46am T5 Advised caller to contact lost and found to see if any of her missing items have been located. Also explained to caller on how to obtain the SF-95 online to file a claim for any damaged or missing items. http: www.tsa.gov travelers customer editorial_1693.shtm#15 Oklahoma City Will Rogers World Airport 405-702-7501 Agent Notes: Sent to CSM 6/20/11 (b) (6) Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Jun 20 2011 3:39PM Opening Agent: (b) (6) Opened Date: 6/20/2011 3:39:49 PM Linked Event IDs: Responses: Response Template Name: General Checked Baggage Response + Claim + NOI Airport: OKC Airline: United Airlines Subject Category: Mishandling of Passenger Property - Missing Items- Checked Baggage Interaction Type: Complaint Response Email: END RECORD
CONTACT RECORD
EID: 118562 Contact Type: Fulfillment Contact Date: Jun 22 2011 3:57PM Medium: Inbound Call Contact Status: Closed Incident Date: Jun 21 2011 3:00PM Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: (b) (6) Subject: claim Body: Flier flew out of Oklahoma City Will Rogers World Airport, on South West Air, on FLT# 770. There was a NOI in his luggage. Missing was a Radio Frequency Probe(RFP) approx. 8 long and weighing 2 lbs. I talked them through how to download a claim form from the TSA web site, which they will do. This happened on 6 21 2011. Checked luggage approx.3:00pm Oklahoma city sw FLT#770 NOI RF Probe 8 long 2 lbs. Radio Frequency Agent Notes: Sent to CMS 6/22/11 (b) (6) Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Jun 22 2011 5:20PM Opening Agent: (b) (6) Opened Date: 6/22/2011 5:20:48 PM Linked Event IDs: Responses: Response Template Name: How to file a Claim for Damaged and Missing Items Airport: OKC Airline: Southwest Airlines Subject Category: Mishandling of Passenger Property - Missing Items- Checked Baggage Interaction Type: Complaint Response Email: END RECORD
CONTACT RECORD
EID: 121442 Contact Type: Normal/General Contact Date: Jun 25 2011 5:49PM Medium: Email Contact Status: Closed Incident Date: Jun 16 2011 5:00PM Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: (b) (6) Fulfillment Sent: Mail Return Date: Contact Email: (b) (6) Subject: Problems at OKC Airport Body: To Whom it May Concern,
I want to let you know about a problematic situation concerning TSA screening procedures at the Oklahoma City Airport.
I fly to and from that airport quite frequently, but have, of late, been subjected to additional screening. While I was told this was a random process, this occurred on both June 9 and June 16, both at between 5:00PM – 6:00PM. The last time, on June 16, I was second in a line of three passengers waiting to be screened. I pointed-out to the TSA screener that this process could hardly be random, since it was causing a backup in screening, and was told, “That’s the way it goes.”
I became concerned because, as I was waiting to be screened, my personal belongings, including an expensive laptop and watch, were left sitting on the belt unattended while I waited in line. When it was finally my turn to be screened, I complained to the screener about this, and he became hostile. I asked to see his supervisor, and was met with an elderly gentleman who insisted that there was nothing wrong with the machine that beeped “randomly” to indicate further screening was required. Then, as I was wiped-down with a cloth that was then placed on another machine, another alarm sounded which, I was told meant it found some substance it had a problem with. I insisted to be told what that substance was, and was told it was gunpowder. Interesting, considering I have not been near a firearm in over twenty years.
Now I was forced to walk about 20 yards on a dirty airport floor in my socks to a private screening area, because your TSA employees refused to let me put on my shoes. When I complained, the supervisor threatened to call the locale police. Lastly, I was subjected to an intrusive and very time-consuming exam which revealed absolutely nothing wrong, because there was nothing to find in the first place. Fortunately, I had arrived at the airport early, or would no doubt have missed my flight.
I understand the necessity for TSA security measures. I fly for business several weeks per month, and have done so for years. With hundreds of departures at dozens of airport throughout the country, I have never seen such an incompetent and hostile TSA staff since the TSA was created. You obviously have a serious problem at OKC airport, since the line for security check-in is always at least 20 minutes long.
I have more travel booked this summer at OKC, and am very worried about facing another confrontation with your staff there. If I have to
be continually accosted by them, and prevented from completing my travel, I will have no choice but to contact the local police myself, and filing a complaint for violation of my civil rights. This situation has got to stop!
__________ Information from ESET NOD32 Antivirus, version of virus signature database 6238 (20110625) __________ The message was checked by ESET NOD32 Antivirus. http://www.eset.com
(b) (6)
Implementation Consultant Tyler Technologies, Inc.
(b) (6)
HYPERLINK "http://www.tylertech.com/"www.tylertech.com Agent Notes: Sent to CSM 6/26/11 Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Aug 14 2011 12:52PM Opening Agent: (b) (6) Opened Date: 6/26/2011 4:27:47 PM Linked Event IDs:
(b) (6)
Responses: Response Template Name: Consistency at Airports Nationwide Airport: OKC Airline: Subject Category: Inconsistent Screening - Different Practices Between Airports Interaction Type: Complaint Response Template Name: Carry-on - Baggage Was Out of Line-of-Sight Airport: OKC Airline: Subject Category: Screening - Secondary Interaction Type: Complaint Response Email: From: (TSA Contact Center DO NOT REPLY) [email protected] To: (b) (6) Subject: In Response to your inquiry. Body: Thank you for your e-mail in regard to keeping a line-of-sight on your belongings at Transportation Security Administration (TSA) security checkpoints. TSA regrets that you was dissatisfied during the screening of your carry-on baggage. TSA is required by law to screen all property that is brought onboard commercial passenger aircraft, including carry-on luggage. To ensure the security of the traveling public, it is sometimes necessary for Transportation Security Officers (TSOs) to conduct hand inspections of carry-on bags. TSOs receive training in the procedures to properly inspect passenger bags and are required to exercise great care during the screening process so that when
bags are opened a passenger’s belongings are returned to the same condition they were found. TSA policy requires TSOs to reasonably ensure that carry-on items are kept within the passenger’s line-of-sight when a passenger is required to undergo additional screening. When passengers cannot maintain line-of-sight with their property during a patdown or private screening, TSOs have been trained to maintain control and sight of their items for them and ensure that they are reunited with their property once they have cleared the screening process.
The Transportation Security Administration (TSA) has developed standard screening practices for all of our Nation's airports, and passengers can expect essentially the same procedures. While the procedures are the same everywhere, the interpretation of those procedures results in some slight variations from airport to airport and situation to situation. Additionally, some element of uncertainty and randomness in security operations is necessary to disrupt terrorist planning and attempted attacks. TSA works hard to achieve consistency in the security training process. We inspect screening operations at airports and continue to monitor the number and nature of complaints we receive from the traveling public to track trends and spot areas of concern that may require special attention. This ongoing process enables us to ensure prompt, corrective action whenever we determine that security screening policies need modification or specific employees are the subject of repeated complaints. Because your complaint concerns an incident that occurred at a specific airport, we have forwarded a copy of your letter to the Customer Service Manager at that location.
We hope this information was helpful. TSA Contact Center END RECORD
CONTACT RECORD
EID: 127128 Contact Type: Normal/General Contact Date: Jun 30 2011 1:04AM Medium: Email Contact Status: Closed Incident Date: Mar 24 2011 12:00AM Contact Prefix: (b) (6) Contact First Name: Contact Middle Initial: Contact Last Name: NONE Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: NONE Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: (b) (6) Subject: Missing Video Camcorder Body: Dear TSA officer, I recently discovered that I did not have my video camcorder in my luggage when I looked for it for my next vacation. I am not really sure how it disappear on me, but I did have a notice of baggage inspection left in my luggage and suspect that it might be left behind after the inspection. Since it was a long time since I last travel, I understand that it may no longer be possible to locate it. It's a digital video camcorder in a small blue bag along with the accessories. I'll appreciate your effort to verify it for me for it contains many personal footage of my late wife and the recently took photos of my grandson. I recall that I travelled from Oklahoma City back to New York on March 24, 2011. I sincerely hope to hear from you and have a closure of my lost to rest. Regards,
(b) (6)
Agent Notes: Sent to CSM 6 30 11
(b) (6)
Follow Up: Checked all l f logs for TSA and WRWA. No cameras were found on that date. Trending investigation identified no indication it was removed from checked baggage. Passenger states that he is unsure of where it went missing. I have advised the passenger via the e-mail address indicated in the contact message.
(b) (6)
(b) (6)
TSA SHM CSQIM ICMS Coordinator Will Rogers World Airport -OKC Lawton Ft. Sill Regional Airport - LAW Office: (b) (6) Cell: (b) (6) Security can only be achieved through constant change, through discarding old ideas that have outlived their usefullness and adapting others to current facts. - William O. Douglas Questions and Comments? Visit: TSA.gov, Evolution of Security Blog, Got Feedback?
-----Original Message----From: [email protected] [mailto:[email protected]] Sent: Thursday, June 30, 2011 1:11 PM To: (b) (6) Subject: The following event #127128 should be reviewed. The customers information has been attached to this email.
Please use the CSM password (located on the OSO Trusted Source Site) to open files from the Contact Center. NOTICE: This communication, along with any attachments, is covered by Federal and State law governing electronic communications and may contain confidential and legally privileged information. If the reader of this message is not the intended recipient, you are hereby notified that any dissemination, distribution, use or copying of this message is strictly prohibited. If you have received this in error, please reply immediately to the sender and delete this message. NOTICE: The information contained in this message and any attachments is privileged and confidential and therefore protected from disclosure. If the reader of this message is not the intended recipient, or an employee or agent who is responsible for delivering this message to the intended recipient, you are hereby notified that any dissemination, distribution or copying of this communication is strictly prohibited. Senture does not accept liability for changes to this message after it was sent. The views expressed in this e-mail do not necessarily reflect the views of the company. If you have received this communication in error, please notify the sender immediately by replying via e-mail to this message and deleting this information from your computer. **NOTE** This message was unable to be scanned for viruses because it is encrypted. If you are unsure of the source of this message, please discard. To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Aug 14 2011 12:55PM Opening Agent: (b) (6) Opened Date: 7/8/2011 8:21:32 PM Linked Event IDs: Responses: Response Template Name: Lost andFound/Unattended Baggage in Airports Airport: OKC Airline: Subject Category: Lost and Found - Airport Interaction Type: Complaint Response Email: From: (TSA Contact Center DO NOT REPLY) [email protected] To: (b) (6) Subject: In Response to your inquiry. Body: Thank you for your email regarding the retrieval of lost items. The Transportation Security Administration (TSA) develops requirements and policies for the security of our Nation’s transportation systems. Some of these requirements are met by airports, air carriers, railroads, port authorities, and other transportation system entities. At most airports across the country, TSA has procedures in place for handling lost and found. Items found at screening checkpoints and areas where TSA performs baggage screening are turned in to the appropriate, designated airport authorities. We suggest travelers contact the airport where their items were misplaced or lost. Travelers may access an airport’s lost and found point-of-contact in the “For Travelers” section of our Web site (www.tsa.gov) or through the following link, http://www.tsa.gov/travelers/customer/editorial_1693.shtm.
We hope this information is helpful.
TSA Contact Center END RECORD
CONTACT RECORD
EID: 132005 Contact Type: Normal/General Contact Date: Jul 5 2011 4:57PM Medium: Email Contact Status: Closed Incident Date: Jun 9 2011 12:00PM Contact Prefix: Contact First Name: (b) (6) (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: (b) (6) Fulfillment Sent: Mail Return Date: Contact Email: (b) (6) Subject: complaint Body: To whom it may concern, Please find the attached letter in regards the substandard service i received at yur checkpoint during my recent travels. Regards,
(b) (6)
(b) (6)
Agent Notes: Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Aug 14 2011 12:57PM Opening Agent: (b) (6) Opened Date: 7/6/2011 9:20:52 AM Linked Event IDs: Responses: Response Template Name: Delayed by Security Screening Response Airport: OKC Airline: United Airlines Subject Category: Screening - Wait Times Interaction Type: Complaint Response Email: From: (TSA Contact Center DO NOT REPLY) [email protected] To: (b) (6) Subject: In Response to your inquiry.
Body: Thank you for your e-mail regarding your concerns that you were delayed by security screening. The Transportation Security Administration (TSA) regrets any inconvenience you experienced as a result of security screening processes. One of TSA’s aims is to minimize passenger wait times at our Nation’s airports without adversely affecting the high level of security required in today’s aviation environment. TSA works with aviation stakeholders to determine industry changes in schedules and service so that we can provide the workforce, processes, and procedures to ensure high levels of security and customer service. TSA uses a Screening Allocation Model to ensure that an appropriate number of Transportation Security Officers (TSOs) are assigned to each airport based on operations and passenger loads. This model, which incorporates part-time employees, ensures that TSA has sufficient staff to handle peak periods of passenger volume while downsizing for slower periods. Studies conducted by TSA and by independent organizations such as the Government Accountability Office have found that the model has made scheduling of TSA screening officers much more effective and efficient. There are preparations passengers can take before arriving at the airport to help them move more quickly and efficiently through the security checkpoints. TSA encourages travelers to visit our Web site at www.tsa.gov for travel tips about the screening process and procedures, as well as guidance for special considerations that may assist in preparing for air travel in a timely manner. Please keep in mind that passengers should allow the recommended standard 2-hour domestic and 3-hour international travel arrival times prior to flight departure to allow for parking and shuttle transportation, obtaining a boarding pass, going through passenger security screening, and having checked and carry-on baggage screened. These times may vary depending on the airport and the day and date of travel. We encourage you to contact your airline prior to travel.
We hope this information is helpful. TSA Contact Center END RECORD
CONTACT RECORD
EID: 142034 Contact Type: Fulfillment Contact Date: Jul 14 2011 2:05PM Medium: Inbound Call Contact Status: Closed Incident Date: Jul 13 2011 4:30PM Contact Prefix: Contact First Name Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: (b) (6) Subject: Lock Body: Her sister flew from Oklahoma City to Seattle, she had a NOI in her bag and her lock was broken. It was a TSA recognized lock called protege and she flew out @ 4:30 pm on a Delta Flight.
(b) (6)
The Transportation Security Administration (TSA) is required by law to screen all property, including checked baggage, that goes onboard commercial passenger airlines. To ensure the security of the traveling public, it is sometimes necessary for Transportation Security Officers (TSOs) to inspect checked baggage by hand. TSA encourages passengers to keep their checked bags unlocked to facilitate the process and reduce the need for breaking locks to carry out lawful inspections; however, passengers are not required to do so. Please be advised that TSA is not liable for any damage to locks or luggage from opening a bag for security purposes You may file a claim with TSA by completing the attached Standard Form 95 (claim form) in accordance with the instructions. Claim forms are also available on our Web site at www.tsa.gov. Agent Notes: claims form sent on 07-14-11 Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Aug 22 2011 6:38PM Opening Agent: (b) (6) Opened Date: 7/15/2011 3:06:45 PM Linked Event IDs: Responses: Response Template Name: Damaged or Missing TSA-Recognized Locks and Claims Request Airport: OKC Airline: Delta Subject Category: TSA Accepted Locks - Missing or Damaged Interaction Type: Complaint Response Email: END RECORD
CONTACT RECORD
EID: 145613 Contact Type: Normal/General Contact Date: Jul 18 2011 1:44PM Medium: Email Contact Status: Closed Incident Date: Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: None Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: (b) (6) Subject: TSA Contact Us: Complaints Body: THIS GENERATED EMAIL HAS BEEN SENT FROM http://www.tsa.gov/contact/index.shtm -----------------------------------------------------------------------------------------------------------Remote Client IP: (b) (6) Date Time: 7/18/2011 1:44:53 PM ------------------------------------------------------------------------------------------------------------
(b) (6)
Name: Email: Complaints:Long Lines / Lengthy Wait at Checkpoint Flight Info (If applicable. Enter Flight#/Airline/Terminal/Airport/Gate/Etc): Comments:Will Rogers Airport, Oklahoma City, has two security checkpoints. Only one is open. It takes 30-40 minutes to get through. The line snakes around just to get people inside. Lots of elderly folks and usually a couple of women with infants and bags. Worst situation of all the airports I've been. Why not use the other checkpoint? Thanks. Agent Notes: Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Aug 14 2011 1:00PM Opening Agent: (b) (6) Opened Date: 7/18/2011 5:39:51 PM Linked Event IDs: Responses: Response Template Name: Delayed by Security Screening Response Airport: OKC Airline: Subject Category: Screening - Discourteous/Rude Screener Interaction Type: Complaint Response Email: From: (TSA Contact Center DO NOT REPLY) [email protected] To: (b) (6) Subject: In Response to your inquiry. Body: Thank you for your e-mail regarding your concerns that you were delayed by security screening. The Transportation Security Administration (TSA) regrets any inconvenience you experienced as a result of security screening processes. One of TSA’s aims is to minimize passenger wait times at our Nation’s airports without adversely affecting the high level of
(b) (6)
security required in today’s aviation environment. TSA works with aviation stakeholders to determine industry changes in schedules and service so that we can provide the workforce, processes, and procedures to ensure high levels of security and customer service. TSA uses a Screening Allocation Model to ensure that an appropriate number of Transportation Security Officers (TSOs) are assigned to each airport based on operations and passenger loads. This model, which incorporates part-time employees, ensures that TSA has sufficient staff to handle peak periods of passenger volume while downsizing for slower periods. Studies conducted by TSA and by independent organizations such as the Government Accountability Office have found that the model has made scheduling of TSA screening officers much more effective and efficient. There are preparations passengers can take before arriving at the airport to help them move more quickly and efficiently through the security checkpoints. TSA encourages travelers to visit our Web site at www.tsa.gov for travel tips about the screening process and procedures, as well as guidance for special considerations that may assist in preparing for air travel in a timely manner. Please keep in mind that passengers should allow the recommended standard 2-hour domestic and 3-hour international travel arrival times prior to flight departure to allow for parking and shuttle transportation, obtaining a boarding pass, going through passenger security screening, and having checked and carry-on baggage screened. These times may vary depending on the airport and the day and date of travel. We encourage you to contact your airline prior to travel.
We hope this information is helpful. TSA Contact Center END RECORD
CONTACT RECORD
EID: 159485 Contact Type: Normal/General Contact Date: Jul 29 2011 4:49PM Medium: Inbound Call Contact Status: Closed Incident Date: Jul 8 2011 4:00PM Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: NA Subject: Complaint ID Body: The caller s daughter is a resident in the US. She has an Argentine passport which was renewed in 2007. She is traveling abroad. The passport has a security bar card. The renewal is a stamp issued by the consulate. In writing it indicates that it is expired in 2012. A TSO indicated that she could not use the passport because of the hand writing on the passport. She informed the TSO of the circumstances. The TSO officer allowed her daughter to board an international flight with a driver s license which concerned the caller. I advised the caller that a driver s license is listed as an acceptable form of ID and that she did not have to present a passport as ID at the checkpoint. The caller indicated that the screener s name was (b) (6) and that she was very rude. The caller went back to ask the security officers name and she was leaning on elbows talking to an agent and merely raised her badge for her to see. She asked the caller smuggly is she wanted to speak with the supervisor. The caller did not know the flight or gate number. U.S. Department of State by visiting their website at http: travel.state.gov or by telephone at (202) 647-4000.
(b) (6)
. TSA seeks to provide a high level of security and customer service to all passengers who pass through our screening checkpoints. Every person and item must be screened before entering the secured area, and the way the screening is conducted is important. Our policies and procedures focus on ensuring that all passengers are treated with dignity, respect, and courtesy. Please be advised that a passenger can always request to speak with the Supervisory TSO or the Assistant Federal Security Director for Screening to address any complaint regarding screening procedures. Because your complaint concerns an incident that occurred at a specific airport we have forwarded a copy of your letter to the appropriate Customer Service Manager.
Agent Notes: Sent to CSM 7/29/11 Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Jul 29 2011 6:14PM Opening Agent: (b) (6) Opened Date: 7/29/2011 6:14:34 PM Linked Event IDs:
(b) (6)
Responses: Response Template Name: ID Requirements Airport: OKC Airline: Continental Airlines Subject Category: Identification (ID) Requirements - International Travel Interaction Type: Complaint
Response Template Name: Refer to U.S. Department of State Airport: OKC Airline: Continental Airlines Subject Category: Identification (ID) Requirements - International Travel Interaction Type: Information Response Template Name: Screener Rudeness Airport: OKC Airline: Continental Airlines Subject Category: Screening - Discourteous/Rude Screener Interaction Type: Complaint Response Email: END RECORD
CONTACT RECORD
EID: 173009 Contact Type: Fulfillment Contact Date: Aug 11 2011 11:36PM Medium: Email Contact Status: Closed Incident Date: Aug 9 2011 5:58AM Contact Prefix: Contact First Name: Unhappy Contact Middle Initial: Contact Last Name: Traveler Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: None Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: (b) (6) Subject: Mishandled and missing items in Luggage Body: Dear Sir/Ma'am, Last Tuesday, 9 August, I traveled from Oklahoma City Will Rogers Airport to an overseas location. Upon arriving at my destination I noticed TSA searched baggage brochures in my luggage and at first thought nothing out of the ordinary. However, while I was unpacking I noticed a total of two brochures in my luggage both purposefully wrapped around some adult entertainment items in my luggage. One brochure had bled ink onto one of the items permanently staining it and there were two small items missing from my luggage. This is highly unprofessional behavior and one of the main reasons people have such a bad attitudes towards TSA officials and personnel. The TSA security procedures are highly invasive and in this case illegal. My personal items should not be treated in this manner and I am throughly unhappy about the two items that were taken from my luggage. Clearly the TSA agent thought I would not report this incident because of the nature of items vandalized and stolen. The stamp on one of the brochures that is now stained on my personal property is: OKC 9AUG'11 5:58 T3 I hope this matter will be handled with serious consequences for the individuals involved. Signed Mr. Unhappy Traveler Agent Notes: Claim form sent on 8/12/11 email Follow Up: To TSOC Date: From TSOC Date: Last Updated By: Last Update Date: Sep 15 2011 9:54AM Opening Agent: (b) (6) Opened Date: 9/15/2011 9:54:40 AM Linked Event IDs:
(b) (6)
Responses: Response Template Name: TCC Complaint—General Complaint w Claims Airport: OKC Airline: Subject Category: Mishandling of Passenger Property - Damaged Items- Checked Baggage Interaction Type: Complaint Response Email: From: (TSA Contact Center DO NOT REPLY) [email protected] To: (b) (6) Subject: In Response to your inquiry. Body:
Thank you for your e-mail in which you inquire about filing a claim. Enhanced security measures require that all checked baggage undergo some form of screening for prohibited items, and a physical search of luggage is required to clear every alarm. Transportation Security Administration (TSA) screeners are trained to exercise great care during the screening process to ensure that a passenger’s belongings are returned and not damaged when a bag needs to be opened. We regret if these high standards were not met. TSA monitors the number and nature of complaints received to track trends and spot areas of concern that may require special attention. This ongoing process will enable us to ensure prompt, corrective action whenever we determine that security screening policies need modification or specific employees or screener teams are the subject of repeated complaints. TSA is responsible for reviewing all claims relating to the screening of passengers and their baggage. To protect an traveler’s rights under Federal law and to file a valid claim, travelers must send their claim in writing to TSA stating the circumstances of the loss and the exact amount claimed (fair market value of lost or destroyed property, reasonable cost of repair for damaged property), within 2 years after the claim accrued. The claim must be signed by the claimant or an authorized representative (e.g., an attorney or other personal representative with appropriate proof of authority). To file a claim, you may fill out the attached Standard Form 95 (claim form) in accordance with the instructions and return it to the address in box number 1. While use of the form is not mandatory, it may help to ensure that you meet the legal requirements for filing a claim. If you decide to file a claim, it will be processed in accordance with the Federal Tort Claims Act. Once the Claims Management Office (CMO) has received your claim form, you will be sent a letter of acknowledgement and a claim number. You should keep the claim number for future reference when inquiring about your claim. TSA will try to resolve claims as quickly as possible but may need time for further investigation of the facts. If TSA denies your claim, or has not finally resolved it within 6 months after you have filed it, you may have a right to bring your claim to court. You can also access claim forms online at the TSA’s Claims Management Office’s Web site at www.tsa.gov travelers customer claims index.shtm. This Web site also has information related to filing a claim, checking the status of a claim, and other claim-related issues. You can also access this Web site by clicking on the Claims Management Office link in the “Resource Center” on TSA’s homepage at www.tsa.gov. If you have additional questions related to the claims process, you should contact the Claims Management Office at [email protected].
We hope this information is helpful. TSA Contact Center END RECORD
CONTACT RECORD
EID: 175090 Contact Type: Fulfillment Contact Date: Aug 15 2011 10:20AM Medium: Inbound Call Contact Status: Closed Incident Date: Aug 14 2011 2:40PM Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: (b) (6) Subject: Claims Body: The caller flew from the Oklahoma City Airport to Ontario California with a layover in Las Vegas on Southwest Airlines at 2:40pm on 8 14 2011. The caller s flight departed at 2:40pm. The caller s lock was cut from his tool box. The tool box was damaged. The caller had a NOI.
I sent the caller a claim form via e-mail. Agent Notes: Fulfillment Completed - Claims Forms sent to the customer via Email 08-15-2011 Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Sep 19 2011 2:12PM Opening Agent: Opened Date: 9/19/2011 2:12:14 PM Linked Event IDs:
(b) (6)
Responses: Response Template Name: General Checked Baggage Response + Claim + NOI Airport: OKC Airline: Subject Category: Claim Form Requests - Checked Bag (Emailed) Interaction Type: Complaint Response Email: END RECORD
CONTACT RECORD
EID: 176396 Contact Type: Fulfillment Contact Date: Aug 15 2011 5:06PM Medium: Email Contact Status: Closed Incident Date: Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: (b) (6) Subject: Concern Body: Sirs: Today, I traveled from OKC to DCA. In OKC my checked luggage was selected for physical inspection. I have no issue with this; secure my bag with TSA lock. What I do object to is not putting things back where you found them--shaving kit left unzipped and some contents spilled out inside the suitcase. Also unzipped an outer zipper and left it unzipped. (Was an expansion zipper). Thanks for your attention.
(b) (6)
(b) (6)
(b) (6)
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Agent Notes: Fullfillment was sent on 8-16-2011 by E-Mail. Follow Up: To TSOC Date: From TSOC Date: Last Updated By:(b) (6) Last Update Date: Sep 20 2011 1:09PM Opening Agent: (b) (6) Opened Date: 9/20/2011 1:09:42 PM Linked Event IDs: Responses: Response Template Name: General Checked Baggage Response + Claim + NOI Airport: OKC Airline: Subject Category: Mishandling of Passenger Property - Missing Items- Checked Baggage Interaction Type: Complaint Response Email: From: (TSA Contact Center DO NOT REPLY) [email protected] To: (b) (6) Subject: In Response to your inquiry. Body: Thank you for your e-mail regarding the screening of your checked baggage. The Transportation Security Administration (TSA) is required by law to screen all property, including checked baggage that is loaded
onboard commercial passenger aircraft. To ensure the security of the traveling public, it is sometimes necessary for Transportation Security Officers (TSOs) to conduct hand inspections of checked bags. TSOs receive training in the procedures to properly inspect passenger bags and are required to exercise great care during the screening process so that when bags are opened a passenger’s belongings are returned to the same condition they were found. We regret that you were unsatisfied with your screening experience. If a TSO needs to open and search a checked bag, the TSO will place a Notice of Inspection (NOI) inside the bag to alert the passenger that his or her bag was searched by TSA. Additionally, the NOI contains instructions on what to do if the passenger has a complaint. You may wish to file a claim for any missing or damaged property by completing the enclosed Standard Form 95 (claim form). Claim forms are also available on our Web site at www.tsa.gov. If you decide to file a claim, it will be processed in accordance with the Federal Tort Claims Act. Please note that TSA assumes a very limited role with respect to checked baggage handling. We are only responsible for checked baggage from the time it is presented for screening until the time it has been cleared of screening. Once checked baggage has been screened and cleared, airlines are responsible for transporting it to its final destination. As a result, the amount of time checked baggage is under TSA control is relatively short. TSA encourages travelers to pack valuables including jewelry, electronics, money, and fragile items in their carry-on baggage and not in their checked baggage. Passengers are allowed one carry-on in addition to one personal item, such as a laptop computer, purse, small backpack, briefcase, or camera case. This information, along with addition travel tips, is found on the TSA Web site.
We hope this information is helpful. TSA Contact Center END RECORD
CONTACT RECORD
EID: 183668 Contact Type: Normal/General Contact Date: Aug 23 2011 10:39AM Medium: Inbound Call Contact Status: Closed Incident Date: Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: NA Subject: Lost and Found Body: Caller flew from OK City to FLL on Sunday. He checked his bags; at some point, he learned at FLL his security strap was missing. There was an NOI within. This is the second time this occurred.
(b) (6)
Provided contact point for Oklahoma City Lost and Found Oklahoma City Will Rogers World Airport 405-702-7501 Assisted caller in navigating www.tsa.gov to the Claims Management Branch pages and downloading SF-95 claims package. Not necessary to send claims package to customer. Caller expressed frustration at the ponderousness of TSA and the YSA website. Agent Notes: Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Aug 23 2011 11:05AM Opening Agent: (b) (6) Opened Date: 8/23/2011 11:05:31 AM Linked Event IDs: Responses: Response Template Name: General Checked Baggage Response + Claim + NOI Airport: OKC Airline: Subject Category: Mishandling of Passenger Property - Missing Items- Checked Baggage Interaction Type: Complaint Response Email: END RECORD
CONTACT RECORD
EID: 189105 Contact Type: Fulfillment Contact Date: Aug 29 2011 1:25PM Medium: Inbound Call Contact Status: Closed Incident Date: Aug 28 2011 4:55PM Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Aug 29 2011 3:25PM Mail Return Date: Contact Email: (b) (6) Subject: Damaged Luggage Body: Caller flew from the Will Rogers World Airport tto the Denver Aiport yesterday 8-28-11 4:55 pm. The caller said her lotions was poured all over her luggage. The caller said she found a NOI in her luggage from TSA. The caller said TSA poured her lotions all over her luggage. The caller feels that it was TSA that damaged her luggage. The caller flew on Southwest Airlines. Sent the caller a SF-95 claims form through email.
Baggage # - Did not have.
Advise the caller that,
To ensure the security of the traveling public, it is sometimes necessary for Transportation Security Officers (TSOs) to conduct hand inspections of checked bags. TSOs receive training in the procedures to properly inspect passenger bags and are required to exercise great care during the screening process so that when bags are opened a passengerâ??s belongings are returned to the same condition they were found. We regret that you were unsatisfied with your screening experience. If a TSO needs to open and search a checked bag, the TSO will place a Notice of Inspection (NOI) inside the bag to alert the passenger that his or her bag was searched by TSA. Additionally, the NOI contains instructions on what to do if the passenger has a complaint. You may wish to file a claim for any missing or damaged property by completing the enclosed Standard Form 95 (claim form). Claim forms are also available on our Web site at www.tsa.gov. If you decide to file a claim, it will be processed in accordance with the Federal Tort Claims Act.
Agent Notes: Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Aug 29 2011 1:34PM Opening Agent: (b) (6) Opened Date: 8/29/2011 1:34:55 PM Linked Event IDs: Responses: Response Template Name: General Checked Baggage Response + Claim + NOI Airport: OKC Airline: Southwest Airlines
Subject Category: Mishandling of Passenger Property - Damaged Items- Checked Baggage Interaction Type: Complaint Response Email: END RECORD
CONTACT RECORD
EID: 208894 Contact Type: Fulfillment Contact Date: Sep 20 2011 3:58PM Medium: Inbound Call Contact Status: Closed Incident Date: Sep 11 2011 8:25AM Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Sep 20 2011 4:27PM Mail Return Date: Contact Email: (b) (6) Subject: Damaged Luggage and Contents Body: Caller indicated that she had a flight out of OKC-Will Rogers World Airport on September 11th at 0825hrs on American Airlines flight 450 destines for Kansas City, MO with a connection through DFW-Dallas Fort Worth. When she arrived at her destination there was a NOI in her checked luggage and a bottle of nail polish remover was unpacked and had spilled on the contents of her bag and destroyed her clothing and damaged a laptop that was inside. She was calling today to report the incident and see if she could claim the damages. Apologized to caller for her experience and explained the process for filing a claim for damaged items. Offered to send her the claim form package and caller requested they be sent to her email. Advised her that TSOs receive training in the procedures to properly inspect passenger bags and are required to exercise great care during the screening process so that when bags are opened a passenger’s belongings are returned to the same condition they were found. Agent Notes: Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Sep 20 2011 4:10PM Opening Agent: (b) (6) Opened Date: 9/20/2011 4:10:46 PM Linked Event IDs: Responses: Response Template Name: Missing and Damaged Items in Checked Bags - NOI Included and Claim Info Airport: OKC Airline: American Airlines Subject Category: Mishandling of Passenger Property - Damaged Items- Checked Baggage Interaction Type: Complaint Response Email: END RECORD
CONTACT RECORD
EID: 231579 Contact Type: Normal/General Contact Date: Oct 17 2011 12:57PM Medium: Inbound Call Contact Status: Closed Incident Date: Oct 16 2011 10:14AM Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Oct 17 2011 2:41PM Mail Return Date: Contact Email: Subject: Damaged GPS Body: The caller flew on the Delta # 525 flight from the Will Rogers Airport on 10-16-11 10:14 am to ATL to Spartenburg. The caller stated she found a NOI in her luggage and her GPS system was shattered. The caller wanted to know what she can do for this broken GPS system. Sent the caller a claims form through email. The caller said the GPS was shattered and she was not sure it was TSA or the Airline that destroyed the unit.
(b) (6)
NOI- 709951 8:22 10-16-11 OKC TH Baggage # 5006DL6600156
Advised the caller that, Transportation Security Administration (TSA) screeners are trained to exercise great care during the screening process to ensure that a passengerâ??s belongings are returned and not damaged when a bag needs to be opened. We regret if these high standards were not met. To file a claim, you may fill out the attached Standard Form 95 (claim form) in accordance with the instructions and return it to the address in box number 1 Once the Claims Management Office (CMO) has received your claim form, you will be sent a letter of acknowledgement and a claim number. You should keep the claim number for future reference when inquiring about your claim. TSA will try to resolve claims as quickly as possible but may need time for further investigation of the facts Please note that TSA assumes a very limited role with respect to checked baggage handling. We are only responsible for checked baggage from the time it is presented for screening until the time it has been cleared of screening. Once checked baggage has been screened and cleared, airlines are responsible for transporting it to its final destination. As a result, the amount of time checked baggage is under TSA control is relatively short. If a TSO needs to open and search a checked bag, the TSO will place a Notice of Inspection (NOI) inside the bag to alert the passenger that his or her bag was searched by TSA. Agent Notes: Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Oct 17 2011 5:06PM Opening Agent: (b) (6) Opened Date: 10/17/2011 12:57:03 PM
Linked Event IDs: Responses: Response Template Name: TCC Complaint—General Complaint w Claims Airport: OKC Airline: Delta Subject Category: Mishandling of Passenger Property - Damaged/Missing Items--Checked Luggage w/ Claim Request Interaction Type: Complaint Response Template Name: Missing and Damaged Items in Checked Luggage NOI Not Included Airport: OKC Airline: Delta Subject Category: Mishandling of Passenger Property - Damaged/Missing Items--Checked Luggage w/ Claim Request Interaction Type: Complaint Response Email: END RECORD
CONTACT RECORD
EID: 23226 Contact Type: Normal/General Contact Date: Mar 20 2011 3:06PM Medium: Email Contact Status: Closed Incident Date: Mar 3 2011 3:50PM Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: (b) (6) Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: (b) (6) Subject: TSA Contact Us: Complaints Body: THIS GENERATED EMAIL HAS BEEN SENT FROM http://www.tsa.gov/contact/index.shtm -----------------------------------------------------------------------------------------------------------Remote Client IP: (b) (6) Date Time: 3/20/2011 3:06:13 PM ------------------------------------------------------------------------------------------------------------
Name: (b) (6) Email: (b) (6) Complaints:Discourteous/Rude Employee Flight Info (If applicable. Enter Flight#/Airline/Terminal/Airport/Gate/Etc):3:50 p.m. 3/3/11, WN2425/Southwest/Oklahoma City, OK TSA screening entrance (main) Comments:I passed through TSA screening at 3:50 p.m. on March 3rd, 2011. After the initial ID screening check, there was an assigned TSA officer (single stripe) "directing" which lane to use. When I went to the center lane (which had few passengers), this gentlemen told me to use lane 1. When I asked why, he replied something to the effect of, "Just go to lane 1." I didn't protest further. When (b) (6) a TSA uniformed Supervisor (three stripes) passed me, I asked to speak with him and then asked why it was necessary for his employee to direct traffic, his response was, in my opinion, discourteous at best and rude at worst (not wrong necessarily, just grouchy). On the positive side, once I cleared the screening checkpoints, I asked the TSA lead (two stripes) dark hair, some beard, who was working what I believe is the positioin rotation assignment book desk, for a complaint form. He professionally and courtesouly asked me if he could help, and I replied no, that I had already asked an Officer and a Supervisor, both of which were rude, and that I wanted to lodge a complaint, not a big deal I said, just they could have been more courteous. THIS lead officer WAS courteous and helpful. When he didn't have a complaint form in his desk, I said, "Don't worry, this isn't a big deal," but he said, no, he would find a form for me. he (6)(6) was standing with what must be his went over the the Supervisor's desk area and found a form (where by the way, (b) (b) permanent look of disdain and grouchiness on his face). In the end, this is NOT a big deal at all. I was frustrated with myself for running late, and that almost certainly clouded my view of the TSA procedures at OKC airport. I have flown over 1,300 flights in the past seven years and have become jaded from the experience. It is very possible that (b) (6) just had a bad day, as I was having myself. In the end, I am very grateful that TSA has dedicated officers doing what is probably not the most glamorous or rewarding job out there, but I'd rather put up with some discourtesy and rudeness ocassionally if it means that I and my fellow citizens and passengers are safer when they fly. So, after all is said and done, Thank You to the TSA, and especially to the one officer out of three at OKC the afternoon of 3/3/11 that WAS courtesous, helpful and caring. He made the difference in what otherwise was turning into a dreary day. Agent Notes: Follow Up: To TSOC Date: From TSOC Date: Last Updated By:
(b) (6)
Last Update Date: Aug 14 2011 11:30AM Opening Agent: (b) (6) Opened Date: 3/21/2011 5:42:18 PM Linked Event IDs: Responses: Response Template Name: Consumer Complaint- BCC CSM Response Airport: OKC Airline: Southwest Airlines Subject Category: Screening - Discourteous/Rude Screener Interaction Type: Complaint -- Procedures Response Email: From: (TSA Contact Center DO NOT REPLY) [email protected] To:(b) (6) Subject: In Response to your inquiry. Body: Thank you for your email message. We are sorry you were unhappy with your recent travel experience. Because your complaint is regarding screening at a specific airport, we have forwarded a copy of your email to the Customer Service Manager at that location. The Customer Service Manager is responsible for ensuring that the screener workforce adheres to TSA principles for professional processing. We monitor the number and nature of complaints we receive to track trends and spot areas of concern that may require special attention. This ongoing process will enable us to ensure prompt, corrective action whenever we determine that security-screening policies need modification or specific employees or screener teams are the subjects of repeated complaints. Again, the TSA offers sincere apologies for the discomfort you experienced while traveling and encourage you to check the latest information at www.tsa.gov.
TSA Contact Center END RECORD
CONTACT RECORD
EID: 233287 Contact Type: Fulfillment Contact Date: Oct 18 2011 3:48PM Medium: Inbound Call Contact Status: Closed Incident Date: Oct 17 2011 12:00AM Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Oct 18 2011 3:56PM Mail Return Date: Contact Email: (b) (6) Subject: Damaged Luggage Body: Caller said that he flew from OK to Denver then Sacremento. Caller said that when he got his luggage back that the zippers and handles had been ripped.
Bag Tag 3016UA252365 Flight 6001 TSA monitors the number and nature of complaints received to track trends and spot areas of concern that may require special attention.
To file a claim, you may fill out the attached Standard Form 95 (claim form) in accordance with the instructions and return it to the address in box number 1. Once the Claims Management Office (CMO) has received your claim form, you will be sent a letter of acknowledgement and a claim number. You should keep the claim number for future reference when inquiring about your claim. Agent Notes: Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Oct 18 2011 3:54PM Opening Agent: (b) (6) Opened Date: 10/18/2011 3:48:19 PM Linked Event IDs: Responses: Response Template Name: TCC Complaint—General Complaint w Claims Airport: OKC Airline: United Airlines Subject Category: Mishandling of Passenger Property - Damaged/Missing Items--Checked Luggage w/ Claim Request Interaction Type: Complaint Response Email: END RECORD
CONTACT RECORD
EID: 234560 Contact Type: Normal/General Contact Date: Oct 19 2011 4:47PM Medium: Inbound Call Contact Status: Closed Incident Date: Contact Prefix: Contact First Name: Contact Middle Initial: Contact Last Name:(b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: not provided Subject: left behind coin at checkpoint Body: Caller went through OKC yesterday to Pittsburg. He had half dollars in a bag in pocket. He was ask to put the coins in a bin, then ask to take off his belt. Then he was ask to let TSO look in his bag. After the screening he says he was rushed thru the checkpoint and he did not pick up his coin. He wants his money back. He has called lost and found and did not get anyone. I told him to call back lost and found because his coins should be in lost and found. I also told him to call back the IVR press 5 enter OKC to get the CSM Agent Notes: Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Oct 19 2011 4:59PM Opening Agent (b) (6) Opened Date: 10/19/2011 4:47:16 PM Linked Event IDs:
(b) (6)
Responses: Response Template Name: Lost Found Unattended Baggage in Airports Airport: OKC Airline: Subject Category: Lost and Found - TSA Interaction Type: Complaint Response Email: END RECORD
CONTACT RECORD
EID: 248269 Contact Type: Normal/General Contact Date: Nov 3 2011 4:07PM Medium: Inbound Call Contact Status: Closed Incident Date: Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Not Provided Subject: FBI Issue Body: The caller flew on Southwest about 4 months ago and when he arrived in OKC ath the Will Rogers Airport he was pulled off the plane by 4 FBI agents and TSA. He said that the airport was shut down due to him and he was taken to a room and interrogated about his luggage and packages. He said that after speaking to the FBI about his luggage and packages the decided that he was untrustworthy and proceeded to blow up his items using the bomb squad. The caller said he was very cooperative and he would like to have his items back or be reimbursed. The caller said that he filed a claim with Southwest airlines because that was who he was flying with and they told him that this issue was with TSA or the FBI and they could not assist him. The caller wants to know who he can contact about the FBI blowing up his items to request reimbursement and find out if TSA has an incident report number that he could have about what happened. The caller said that he feels like no one cares or even recognizes what happened. He would like for someone to take responsibility and help him. Advised caller that the TCC does not have any contact information for the FBI. However, I explained that since the FBI was the law enforcement agency involved and they blew up his items he would need to speak with them about filing a claim. Advised the caller the only phone number that I could provided would be to the US Department of Homeland Security at 202-282-8000. Also explained to the caller that if an incident report was made by the TSA it would be recommended to contact the CSM at the OKC airport. The caller said he would just contact the US DHS to try and reach the FBI. Agent Notes: Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Nov 3 2011 4:56PM Opening Agent: (b) (6) Opened Date: 11/3/2011 4:07:40 PM Linked Event IDs: Responses: Response Template Name: Referrals Airport: OKC Airline: Southwest Airlines Subject Category: Mishandling of Passenger Property - Damaged/Missing Items--Unspecified Luggage w/out Claim Request Interaction Type: Complaint Response Email: END RECORD
CONTACT RECORD
EID: 256246 Contact Type: Normal/General Contact Date: Nov 10 2011 11:29PM Medium: Email Contact Status: Closed Incident Date: Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Not Provided Contact Fax: Fulfillment Sent: Nov 14 2011 10:29AM Mail Return Date: Contact Email: Subject: Oklahoma City TSA Screeners (b) (6) Body: I am very unhappy with Oklahoma City Airport. My husband, and I went through security in OKC Airport today to fly back to San Francisco after a two week stay in Oklahoma. The airline we used was United Airlines. My C-Pap machine was taken out of the container and put in a bin by a TSA Screener. I have traveled for years and never has anyone taken my machine out of the container to go through security. By doing this it exposes it to all kinds of germs that I could possibly breath into my lungs. This machine has always gone through Xray in the container. When I protested and said my C-Pap machine has never been taken out of its container before in airport security, I was told I must have never gone through OKC Airport security before. I am very upset about this. No other airport, including OKC has ever done this before.
(b) (6)
(b) (6)
Also, I had purchased a can of aerosol hairspray at about 13.3 ounces while staying in the Oklahoma City area. I packed it in my check in baggage and when I got home there was a note in my baggage that the hairspray is considered flamable and was removed. I paid $15 for this hairspray and I am very upset that it was removed. Again, I have been packing hairspray in my check in luggage for years in a plastic zip lock bag and it has never been removed by any other airport including OKC. I want my $15.00 back because I had just purchased the hairspray a few days earlier and it was almost full. In fact I had flown from SFO just a few weeks before and my C-Pap machine was not removed from its container in security and my hairspray was not removed from my check in luggage. What is with OKC Airport security that they take these measures to extreme. I had read on the internet hairspray could be packed in check in luggage if it was less than 15 ounces. Nothing was ever said about having to remove C-Pap machines from their containers. Were these TSA screeners right to remove my hairspray from my checked luggage and make me take my C-Pap machine out of its container exposing me to all kinds of germs?
(b) (6)
Agent Notes: Sent to CSM at Will Rogers World Airport for review 11-14-11 mnelson Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Nov 14 2011 11:19AM Opening Agent: (b) (6) Opened Date: 11/14/2011 10:23:36 AM Linked Event IDs: Responses: Response Template Name: Checked Baggage - How to File a Claim for Damaged Missing Items Airport: OKC Airline: United Airlines
Subject Category: Mishandling of Passenger Property - Damaged/Missing Items--Checked Luggage w/ Claim Request Interaction Type: Complaint Response Template Name: Electronic Devices—Screening Airport: OKC Airline: United Airlines Subject Category: Screening - Procedures/Process Interaction Type: Complaint Response Template Name: Complaint—Customer Service Manager Airport: OKC Airline: United Express Subject Category: Screening - Procedures/Process Interaction Type: Complaint Response Email: From: (TSA Contact Center DO NOT REPLY) [email protected] To:(b) (6) Subject: In Response to your inquiry. Body: Thank you for your e-mail regarding missing and or damaged items from your checked luggage. The Transportation Security Administration (TSA) is required by law to screen all property that is brought onboard commercial passenger aircraft. To ensure the security of the traveling public, it is sometimes necessary for Transportation Security Officers (TSOs) to conduct hand inspections of checked bags. TSOs receive training in the procedures to properly inspect passenger bags and are required to exercise great care during the screening process so that when bags are opened a passenger’s belongings are returned to the same condition they were found. We regret that you were not satisfied with the manner in which your luggage was handled. To protect a passenger’s rights under Federal law and to file a valid claim, travelers must send their claim in writing to TSA, stating the circumstances of the loss and the exact amount claimed (fair market value of lost or destroyed property, reasonable cost of repair for damaged property), within 2 years after the claim occurred. The claim must be signed by the claimant or an authorized representative (e.g., an attorney or other personal representative with appropriate proof of authority). TSA is responsible for reviewing all claims relating to the screening of passengers and their baggage. To file a claim, you should fill out the Standard Form 95 (claim form) in accordance with the instructions and return it to the address in box number 1. A claim form will be sent to you within 24 hours of this response. While use of the form is not mandatory, it may help travelers ensure that they meet the legal requirements for filing a claim. If you decide to file a claim, it will be processed in accordance with the Federal Tort Claims Act. Once TSA’s Claims Management Branch (CMB) has received your claim form, you will be sent a letter of acknowledgement and a claim number. You should keep the claim number for future reference when inquiring about the claim. TSA tries to resolve claims as quickly as possible but may need time for further investigation of the facts. If TSA denies a claim, or has not finally resolved it within 6 months after it was filed, travelers have a right to bring their claim to court. You can also access claim forms online at TSA’s Claims Management Branch Web site at www.tsa.gov travelers customer claims index.shtm. This Web site also has information related to filing a claim, checking the status of a claim, and other claim-related issues. You can also access this Web site by clicking on the CMB link in the “Resource Center” on TSA’s homepage at www.tsa.gov. For additional questions related to the claims process, please contact the CMB at [email protected].
Because your complaint concerns security screening at a specific airport, we have forwarded a copy of your e-mail to the Customer Service Manager at that airport. TSA monitors the number and nature of complaints we receive to track trends and spot areas of concern that may require special attention. This ongoing process enables us to ensure prompt, corrective action whenever we determine that security-screening policies need modification or specific employees or screener teams are the subjects of repeated complaints.
The Transportation Security Administration’s (TSA) screening procedures require all accessible property be cleared before allowing an individual and his or her accessible property to enter the sterile area. Full-size laptop computers (unless in a checkpoint-friendly bag), full-size video game consoles, full-size DVD players, Continuous Positive Airway Pressure (CPAP) breathing machines, and video cameras that use cassettes must be removed from their carrying case prior to x-ray screening. Smaller, portable electronic items, such as electronic book readers (Kindles, Nook), portable music devices (Mp3 players, iPods, etc), computer tablets (such as iPads), and wires, cables, or other connecting equipment associated with such electronic equipment are not
required to be removed from carrying cases. However, any item may require removal subsequent to x-ray screening if the bag’s x-ray image appears to display a prohibited item and a Transportation Security Officer is then required to inspect the bag. We encourage all travelers to familiarize themselves with TSA Travel Tips prior to their trip. Our Web site, www.tsa.gov, has information about prohibited and permitted items, the screening process and procedures, and guidance for special considerations that may assist them in preparing for air travel. Passengers can go directly to these tips at www.TSATravelTips.us.
We hope this information is helpful.
TSA Contact Center END RECORD
CONTACT RECORD
EID: 261521 Contact Type: Normal/General Contact Date: Nov 17 2011 2:17PM Medium: Inbound Call Contact Status: Closed Incident Date: Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Not Provided Subject: Missed Flight Body: Caller said her son is flying on American Airlines at the moment. He was scheduled to fly out of OKC yesterday but was held up at screening due to resolving different alarms that sounded as a result of his metal implants. Once he passed through screening the plane was still there but the airline wouldn t opent he boarding gate to allow him to board. He ended up missing his flight so he flew out this morning. He is at his connecting flight in Chicago now ready to continue on to WI but he wasn t able to fly becaus the only flight today from Chicago was full. She wanted to know what she could do to get her son to Wisconsin rather than have him take a bus. She is out over 400 dollars as a result of this.
(b) (6)
I apologized for the inconvenience and advised her TSA is responsible for screening. We are required to make sure every passenger and their luggage is safe to enter the sterile area to board the plane. If secondary screening is needed, we re required to do it. If it takes a little longer than expected to resolve an alarm, we will take that time. Each passenger has to be cleared to enter that area. If the plane was still there and the airline wouldn t let him board, thats an airline issue. She said the airline told her it was TSA and she was running back and forth and not getting an answer from anyone because no one would accept responsibility. I advised her: Its the airline s issue if they wouldn t let him board once he passes through screening, but even if it was a TSA issue, there s nothing we could do about it because we re required by law to make sure everyone is safe to board the plane. Agent Notes: Follow Up: To TSOC Date: From TSOC Date: Last Updated By: Last Update Date: Nov 17 2011 3:03PM Opening Agent: (b) (6) Opened Date: 11/17/2011 2:17:58 PM Linked Event IDs:
(b) (6)
Responses: Response Template Name: Screening- All Passengers Airport: OKC Airline: American Airlines Subject Category: Screening - Procedures/Process Interaction Type: Complaint Response Email: END RECORD
CONTACT RECORD
EID: 266181 Contact Type: Normal/General Contact Date: Nov 22 2011 12:42PM Medium: Inbound Call Contact Status: Closed Incident Date: Nov 10 2011 12:22PM Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: (b) (6) Contact State: (b) (6) Contact Zip: (b) (6) Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Nov 23 2011 9:02AM Mail Return Date: Contact Email: not provided Subject: broken items from checked Body: Caller departed from OKC on Frontier F9186 on November 10, 2011 at 12:22 pm to DEN Bag tags F9822810780 and F98422810779. He did have a Notice of Inspection and he also had his bag locked with a non TSA approved lock. He said it appeared that the lock had been cut off and thrown back into the suitcase which damaged some of his heirlooms. He had 2 snow globes that he had inherited from his mothers estate. One of the snow globes was broken and he thinks by the lock that was placed back in his bag. He had old year books and other old paper documents that were ruined by the water from the globe.
(b) (6)
I advised him on the claims process and sent claim forms to his home address. I apologized to him and told I would forward a email to the CSM for review. He does not have a email address and ask that if contacted please call him at (b) (6) Agent Notes: Sent to the CSM at OKC for review and notification. (b) (6) 11-22-11 Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Nov 22 2011 4:47PM Opening Agent: (b) (6) Opened Date: 11/22/2011 12:42:58 PM Linked Event IDs: Responses: Response Template Name: Missing and Damaged Items in Checked Bags - NOI Included and Claim Info Airport: OKC Airline: Frontier Airlines Subject Category: Mishandling of Passenger Property - Damaged/Missing Items--Checked Luggage w/ Claim Request Interaction Type: Complaint Response Email: END RECORD
CONTACT RECORD
EID: 266644 Contact Type: Normal/General Contact Date: Nov 22 2011 1:07PM Medium: Email Contact Status: Closed Incident Date: Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Not Provided Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: (b) (6) Subject: FW: TSA Contact Us: Complaints Body: Forwarded for appropriate action.
(b) (6)
Office of Civil Rights and Liberties, TSA-6
From: (b) (6) Sent: Tuesday, November 22, 2011 11:52 AM To: [email protected] Subject: TSA Contact Us: Complaints
THIS GENERATED EMAIL HAS BEEN SENT FROM http://www.tsa.gov/contact/index.shtm -----------------------------------------------------------------------------------------------------------Remote Client IP: (b) (6) Date Time: 11/22/2011 11:52:16 AM -----------------------------------------------------------------------------------------------------------Name:
(b) (6)
Email:
(b) (6)
Complaints: Civil Rights Flight Info (If applicable. Enter Flight#/Airline/Terminal/Airport/Gate/Etc): Oklahoma City, Oklahoma, departure gate 20, screening area. Incident occured 20 Nov 11 at approximately 1200.
Comments: The incident is about a belt, I was wearing, I would not remove. I believe that I am not required by law or TSA regulation to remove my belt. That is a courtesy performed by citizens to help with the screening process. I was never patted down or subject to an alternate screen. I asked for a 2 and 3 striper to explain or provide information otherwise to my belief and understanding of the process. Neither could explain but just said that I had to remove my belt. The 3 striper promptly involved the civilian police and they quickly threatned to arrest me for trespassing. I agreed to go back through the screening process where I removed my belt. There are several problems here: 1st the TSA supervisors could not properly articulate why or if I had to take my belt off, 2nd Soldiers in uniform are allowed to keep boots and belt on, 3rd I was at the alternate screening area which a simple pat down and hand held detector could've been used. I am a US Army Soldier and I am used to lines, waiting, and obeying orders. According to your website http://www.tsa.gov/travelers/airtravel/assistant/editorial_1049.shtm.. the only requirement is taking off your shoes. I believe the 3 striper and the supervisor who showed up could have and needed to explain if and why it is a requirement to take off your belt. The Police Officers used threats and said it is regulation but it is not regulation and the Police Officers should not have been involved until a proper explanation was given by the 3 striper. That is all I asked but in the end I went through screening again but I should not have had to that. Since I was asking about belts, it appeared to me, that the TSA stopped Soldiers in uniform from going through the checkpoint I was in until I was gone because it was in direct confliction of their explanation. I totally understand procedure and the threats we face in America today but I still have rights and I believe those rights were violated. All I heard from the TSA 3 striper and supervisor was it is regulation and then they went to local law enforcement who only used threat as a device for compliance.
Agent Notes: Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Nov 22 2011 4:42PM Opening Agent: (b) (6) Opened Date: 11/22/2011 4:01:36 PM Linked Event IDs: Responses: Response Template Name: Removing Personal Items before Screening Airport: OKC Airline: Subject Category: Screening - Procedures/Process Interaction Type: Complaint Response Template Name: Screening--Military Personnel Airport: OKC Airline: Subject Category: Screening - Military Interaction Type: Information Response Email: From: (TSA Contact Center DO NOT REPLY) [email protected] To: (b) (6) Subject: In Response to your inquiry. Body: Thank you for your e-mail regarding the screening of military personnel. The Transportation Security Administration (TSA) is fully supportive of the men and women in uniform, and our standard operating procedures strictly prohibit targeting members of the military (or any other organization) solely because they are in the military. We are sincerely grateful for the sacrifices made by these brave men and women. Many of our own employees are former military personnel or current reserve members. In fact, TSA has instituted many procedures specifically for the military to ease their processing through the security screening checkpoint. Security guidelines provide that uniformed military personnel traveling on orders are exempt from selectee clearance procedures only on those air carriers who have implemented a system that has been approved by the air carrier Principal Security Inspector (PSI). We emphasize that this exemption applies only to military personnel on active duty that present a valid, active duty military identification card and the military orders associated with that travel. Military personnel should advise the airline upon check-in that they are active duty and traveling on military orders. The airline should exempt them from any automatic additional screening. Military personnel, their families, and their carry-on items are still subject to the same initial screening procedures as all other individuals
entering a secured area. Excluding any group or individual from the screening process, such as senior citizens, the clergy, or the military, would provide opportunities for terrorists to exploit and thus undermine security. In addition, military personnel remain subject to additional screening if they sound an alarm when passing through the walk-through metal detector at the security checkpoint or if anomalies are detected during Advanced Imaging Technology screening.
The Transportation Security Administration (TSA) strongly recommends that passengers remove all items and accessories from their pockets before beginning the security screening process. Removing items such as wallets, belts, bulky jewelry, money, keys, and cell phones may reduce the chances of requiring a passenger to undergo additional screening to resolve an alarm of the Walk-Through Metal Detector (WTMD) or resolve an anomaly discovered during Advanced Imaging Technology (AIT) screening. To avoid the chance of leaving personal items behind, we recommend passengers place their belongings in their carry-on baggage before entering the checkpoint. For tips and further information about security screening, please visit TSA’s Web site at www.tsa.gov. We hope this information is helpful. TSA Contact Center END RECORD
CONTACT RECORD
EID: 268443 Contact Type: Normal/General Contact Date: Nov 24 2011 6:30PM Medium: Email Contact Status: Closed Incident Date: Nov 22 2011 12:00AM Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Not provided Contact Fax: Fulfillment Sent: Nov 25 2011 10:32AM Mail Return Date: Contact Email: (b) (6) Subject: TSA Contact Us: Complaints Body: THIS GENERATED EMAIL HAS BEEN SENT FROM http://www.tsa.gov/contact/index.shtm -----------------------------------------------------------------------------------------------------------Remote Client IP: (b) (6) Date Time: 11/24/2011 6:30:32 PM ------------------------------------------------------------------------------------------------------------
Name: Email (b) (6) Complaints:Damaged or Missing items in Checked or Carry-on Baggage Flight Info (If applicable. Enter Flight#/Airline/Terminal/Airport/Gate/Etc):Southwest Airlines Flights 1004/ 2279 from OKC to Tampa (through Houston) on Nov. 22, 2011 Comments:Upon arrival in Tampa on Nov. 22, 2011 I found my Ralph Lauren bathrobe missing from my suitcase Agent Notes: Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Nov 25 2011 10:04AM Opening Agent: (b) (6) Opened Date: 11/25/2011 10:02:22 AM Linked Event IDs: Responses: Response Template Name: Claim for Damaged or Missing Items--Generic Airport: OKC Airline: Southwest Airlines Subject Category: Mishandling of Passenger Property - Damaged/Missing Items--Checked Luggage w/ Claim Request Interaction Type: Complaint Response Email: From: (TSA Contact Center DO NOT REPLY) [email protected] To:(b) (6) Subject: In Response to your inquiry. Body: Thank you for your e-mail in which you request to file a claim with the Transportation Security Administration. The Transportation Security Administration (TSA) is required by law to screen all property that is brought onboard commercial passenger aircraft. To ensure the security of the traveling public, it is sometimes necessary for Transportation Security Officers (TSOs) to conduct hand inspections of bags. TSOs receive training in the procedures to properly inspect passenger bags and are required to
(b) (6)
exercise great care during the screening process so that when bags are opened a passenger’s belongings are returned to the same condition they were found. We regret that you were not satisfied with the manner in which luggage was handled. To protect a passenger’s rights under Federal law and to file a valid claim, travelers must send their claim in writing to TSA, stating the circumstances of the loss and the exact amount claimed (fair market value of lost or destroyed property, reasonable cost of repair for damaged property), within 2 years after the claim occurred. The claim must be signed by the claimant or an authorized representative (e.g., an attorney or other personal representative with appropriate proof of authority). TSA is responsible for reviewing all claims relating to the screening of passengers and their baggage. To file a claim, you should fill out the Standard Form 95 (claim form) in accordance with the instructions and return it to the address in box number 1. A claim form will be sent to you within 24 hours of this response. While use of the form is not mandatory, it may help travelers ensure that they meet the legal requirements for filing a claim. If you decide to file a claim, it will be processed in accordance with the Federal Tort Claims Act. Once TSA’s Claims Management Branch (CMB) has received your claim form, you will be sent a letter of acknowledgement and a claim number. You should keep the claim number for future reference when inquiring about the claim. TSA tries to resolve claims as quickly as possible but may need time for further investigation of the facts. If TSA denies a claim, or has not finally resolved it within 6 months after it was filed, travelers have a right to bring their claim to court. You can also access claim forms online at TSA’s Claims Management Branch Web site at www.tsa.gov/travelers/customer/claims/index.shtm. This Web site also has information related to filing a claim, checking the status of a claim, and other claim-related issues. You can also access this Web site by clicking on the CMB link in the “Resource Center” on TSA’s homepage at www.tsa.gov. For additional questions related to the claims process, please contact the CMB at [email protected].
We hope this information is helpful. TSA Contact Center END RECORD
CONTACT RECORD
EID: 283542 Contact Type: Normal/General Contact Date: Dec 9 2011 3:32PM Medium: Email Contact Status: Closed Incident Date: Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Not Provided Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: (b) (6) Subject: TSA Contact Us: Complaints Body: THIS GENERATED EMAIL HAS BEEN SENT FROM http://www.tsa.gov/contact/index.shtm -----------------------------------------------------------------------------------------------------------Remote Client IP: (b) (6) Date Time: 12/9/2011 3:32:16 PM ------------------------------------------------------------------------------------------------------------
Name: Email: Complaints:Inconsistent Screening (Different Practices between Airports) Flight Info (If applicable. Enter Flight#/Airline/Terminal/Airport/Gate/Etc):Will Rogers Airport in OKC Comments:I travel frequently for work and fly 3 times a week on average. I go through many airports and none of them are the same. I just bought a new laptop so to keep it from getting damaged I bought a "TSA" friendly bag that holds nothing but my laptop. In OKC today they took it out of the bag and dropped it in a bin. I a. Am trying to protect my laptop from scratches and b. don't like anyone touching my stuff, I don't know where their hands have been. They wear gloves to protect them but then they finger all my stuff, that's gross. I have made it through seccurity in the past with my shows on, metal pens in my pockets and just about everything. Agent Notes: Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Dec 9 2011 4:34PM Opening Agent: (b) (6) Opened Date: 12/9/2011 4:31:37 PM Linked Event IDs: Responses: Response Template Name: Consistency at Airports Nationwide Airport: OKC Airline: Subject Category: Screening - Inconsistency Interaction Type: Complaint Response Template Name: Laptops and Checkpoint Friendly Bags Airport: OKC Airline: Subject Category: Screening - Procedures/Process Interaction Type: Complaint
(b) (6)
Response Email: From: (TSA Contact Center DO NOT REPLY) [email protected] To: (b) (6) Subject: In Response to your inquiry. Body: Thank you for your email message regarding your concerns about the consistency of procedures at our Nation s airports. The Transportation Security Administration (TSA) has developed standard screening practices for all of our Nation s airports, and passengers can expect essentially the same procedures. While the procedures are the same everywhere, the interpretation of those procedures results in some slight variations from airport to airport and situation to situation. Additionally, some element of uncertainty and randomness in security operations is necessary to disrupt terrorist planning and attempted attacks. TSA works hard to achieve consistency in the security training process. We inspect screening operations at airports and continue to monitor the number and nature of complaints we receive from the traveling public to track trends and spot areas of concern that may require special attention. This ongoing process enables us to ensure prompt, corrective action whenever we determine that security screening policies need modification or specific employees are the subject of repeated complaints. Because your complaint concerns an incident that occurred at a specific airport, we have forwarded a copy of your letter to the Customer Service Manager at that location.
The Transportation Security Administration (TSA) conducts security screening of laptop computers to determine if prohibited items are present or if there has been any tampering to the computer. Transportation Security Officers (TSOs) receive training to recognize prohibited items and irregularities in the laptop x-ray image. For TSOs to recognize these items an unobstructed view of the laptop is required as it moves through the x-ray machine; in most cases this requires the computer to be removed from its case prior to x-ray screening. Some laptop bags currently on the market, such as laptop-only sleeves, can present a clear (unobstructed) x-ray image of the laptop if packed correctly. However, most laptop bags will not present a clear (unobstructed) x-ray image. For book-like bags, only the computer should be in the computer section, and the bag should be opened up and laid flat for screening. Using one of these bags will not guarantee that a laptop will never have to come out of the bag for screening. If a TSO finds that the bag does not present a clear and unobstructed image, the laptop will have to be screened separately. Travelers intending to use a “checkpoint-friendly” laptop bag must ensure that: •The laptop bag has a designated laptop-only section that can lie flat on the x-ray belt; •There are no metal snaps, zippers, or buckles inside, underneath, or on top of the laptop-only section; •There are no pockets on the inside or outside of the laptop-only section; •There is nothing in the laptop compartment other than the laptop; and •The bag is completely unfolded so that there is nothing above or below the laptop-only section, allowing the bag to lie flat on the x-ray belt. It is important to remember, a well-designed, “checkpoint-friendly” bag must be packed appropriately if the laptop remains in the bag during x-ray screening. TSA does not approve or endorse any laptop bag design or manufacturer. For more information and images of checkpoint-friendly designs and guidance on use, please visit our Web site at www.tsa.gov.
We hope this information is helpful. TSA Contact Center END RECORD
CONTACT RECORD
EID: 285838 Contact Type: Normal/General Contact Date: Dec 12 2011 5:57PM Medium: Inbound Call Contact Status: Closed Incident Date: Dec 12 2011 10:44AM Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: not provided Subject: NOI Body: Caller was traveling from OKC to DEN and TSA inspected his bag and the lock was cut off his checked bag,caller does not want to file claim. explained the possibility that TSA was forced to open bag to clear an alarma an if the pass key failed to operate lock the lock would have to be cut off. Agent Notes: Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Dec 12 2011 6:02PM Opening Agent: (b) (6) Opened Date: 12/12/2011 5:57:58 PM Linked Event IDs: Responses: Response Template Name: Not Liable for Broken Locks Limited Role Airport: OKC Airline: Southwest Airlines Subject Category: Locks - Missing or Damaged Lock---No Claim Request Interaction Type: Complaint Response Email: END RECORD
CONTACT RECORD
EID: 289096 Contact Type: Normal/General Contact Date: Dec 15 2011 10:41AM Medium: Inbound Call Contact Status: Closed Incident Date: Dec 12 2011 1:45PM Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Dec 15 2011 11:15AM Mail Return Date: Contact Email: Subject: Missing Items Body: The caller flew out of Oklahoma City Will Rogers World Airport on12 12 2011 on American airlines flight 3793. He checked his bag between 1:45pm and 2:00pm. His bagtag Number is AA110196. He says he had a NOI in his bag and is missing a pair of shorts and a pocket knife. He stated it wasnt in a sheath. The caller has been calling (b) (6) and just gets a voice mail.
(b) (6)
(b) (6)
I provided claim forms by email and advised caller I would send this to the CSM for review.
Agent Notes: Sent to CSM at BRW for review 12-15-11 (b)
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Re-sent to correct CSM at OKC per reply from BRW 12-15-11 (b) Follow Up: From: (b) (6) Sent: Thursday, December 15, 2011 5:49 PM To: TSA TCC Subject: RE: The following event #289096 should be reviewed. This is for OKC not BRW
(b) (6)
Safety & Occupational Health Specialist Seattle-Tacoma International Airport Transportaion Security Administration Office ~ 206-214 (b) (6) Fax ~ 206-248-7585 Cell (b) (6) I reviewed the camera at AA checked baggage and identified the passenger's bag by time indicated. All items were returned to the bag upon completion of screening, including a large pocket knife that was placed in an end pocket of the duffle. I called and left a voice mail for the passenger with this information.
(b) (6)
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TSA SHM/CSQIM/ICMS Coordinator Will Rogers World Airport -OKC Lawton/Ft. Sill Regional Airport - LAW Office: 405-702- (b) (6) Cell: (b) (6) "Security can only be achieved through constant change, through discarding old ideas that have outlived their usefullness and adapting others to current facts." - William O. Douglas Questions and Comments? Visit: TSA.gov, Evolution of Security Blog, Got Feedback?
-----Original Message----From: [email protected] [mailto:[email protected]] Sent: Thursday, December 15, 2011 6:26 PM To: (b) (6) Subject: The following event #289096 should be reviewed. The customers information has been attached to this email. If the file is password-protected, then please use the CSM password (located on the OSO Trusted Source Site) to open the file. NOTICE: This communication, along with any attachments, is covered by Federal and State law governing electronic communications and may contain confidential and legally privileged information. If the reader of this message is not the intended recipient, you are hereby notified that any dissemination, distribution, use or copying of this message is strictly prohibited. If you have received this in error, please reply immediately to the sender and delete this message. NOTICE: The information contained in this message and any attachments is privileged and confidential and therefore protected from disclosure. If the reader of this message is not the intended recipient, or an employee or agent who is responsible for delivering this message to the intended recipient, you are hereby notified that any dissemination, distribution or copying of this communication is strictly prohibited. Senture does not accept liability for changes to this message after it was sent. The views expressed in this e-mail do not necessarily reflect the views of the company. If you have received this communication in error, please notify the sender immediately by replying via e-mail to this message and deleting this information from your computer.
To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Dec 20 2011 12:40PM Opening Agent: (b) (6) Opened Date: 12/15/2011 10:41:39 AM Linked Event IDs: Responses: Response Template Name: Missing and Damaged Items in Checked Bags - NOI Included and Claim Info Airport: OKC Airline: American Airlines Subject Category: Mishandling of Passenger Property - Damaged/Missing Items--Checked Luggage w/ Claim Request Interaction Type: Complaint Response Email: END RECORD
CONTACT RECORD
EID: 298990 Contact Type: Fulfillment Contact Date: Dec 23 2011 12:25PM Medium: Inbound Call Contact Status: Closed Incident Date: Dec 22 2011 7:00AM Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Dec 23 2011 12:38PM Mail Return Date: Contact Email: (b) (6) Subject: Missing Items from Checked Luggage Body: Caller indicated that his parents traveled from OKC yesterday the 22nd on American Airlines to visit him in California and when they arrived, there was a NOI in their luggage and a pocketknife and several toiletries were missing from the contents. He is calling to see what they can do to retrieve their missing items.
(b) (6)
Apologized to caller for his parents experience and explained that these items are not generally prohibited and suggested he begin by calling the lost and found office at OKC to see if the items were there. Also explained the process for filing a claim and emailed a copy of the forms to save time. Agent Notes: Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Dec 23 2011 12:32PM Opening Agent: Opened Date: 12/23/2011 12:25:39 PM Linked Event IDs:
(b) (6)
Responses: Response Template Name: TCC Complaint—General Complaint w Claims Airport: OKC Airline: American Airlines Subject Category: Mishandling of Passenger Property - Damaged/Missing Items--Checked Luggage w/ Claim Request Interaction Type: Complaint Response Email: END RECORD
CONTACT RECORD
EID: 299497 Contact Type: Normal/General Contact Date: Dec 23 2011 3:12PM Medium: Email Contact Status: Closed Incident Date: Contact Prefix: (b) (6) Contact First Name: Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Not Provided Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: TSA Contact Us: Complaints Body: THIS GENERATED EMAIL HAS BEEN SENT FROM http://www.tsa.gov/contact/index.shtm -----------------------------------------------------------------------------------------------------------Remote Client IP: (b) (6) Date Time: 12/23/2011 3:12:13 PM ------------------------------------------------------------------------------------------------------------
(b) (6)
Name:(b) (6) Email: (b) (6) Complaints:Inconsistent Screening (Different Practices between Airports) Flight Info (If applicable. Enter Flight#/Airline/Terminal/Airport/Gate/Etc):OKC Airport Comments:In the last few weeks I have flown in and out of these airports: LaGuardia, Indianapolis, Cleveland, Akron-Canton, Atlanta, Chicago O’Hare. My small liquids were always in one of those plastic bags you get from a grocery store with all other bath accessories, i.e. shaving, soap, hairbrush and not once was my bagged pulled off X-Ray the machine to check the liquids. I pass thru the TSA checkpoint at OKC on Wednesday afternoon. The screener flags my bag which is searched and the examining agent removes some (not all) of the liquids, puts them into a plastic bag, takes my suitcase and the plastic bag and puts them back on the screening process. Note she did not recover all of the liquids in this bag. Questions are why is this not consistent at all airports or is OKC not following current guidelines or vice versa - the others are not. Shouldn’t all liquids be segregated in a separate plastic bag if this is still a requirement? She did not. My other carry on also had plastic bottles of liquids in it but this was not flagged for removal. Why? Agent Notes: Sent to CSM at OKC for review 12-23-11 mnelson Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Dec 23 2011 6:10PM Opening Agent: (b) (6) Opened Date: 12/23/2011 4:31:13 PM Linked Event IDs: Responses: Response Template Name: Consistency at Airports Nationwide Airport: OKC Airline: Subject Category: Screening - Inconsistency Interaction Type: Complaint
Response Email: From: (TSA Contact Center DO NOT REPLY) [email protected] To: (b) (6) Subject: In Response to your inquiry. Body: Thank you for your email message regarding your concerns about the consistency of procedures at our Nation s airports. The Transportation Security Administration (TSA) has developed standard screening practices for all of our Nation s airports, and passengers can expect essentially the same procedures. While the procedures are the same everywhere, the interpretation of those procedures results in some slight variations from airport to airport and situation to situation. Additionally, some element of uncertainty and randomness in security operations is necessary to disrupt terrorist planning and attempted attacks. TSA works hard to achieve consistency in the security training process. We inspect screening operations at airports and continue to monitor the number and nature of complaints we receive from the traveling public to track trends and spot areas of concern that may require special attention. This ongoing process enables us to ensure prompt, corrective action whenever we determine that security screening policies need modification or specific employees are the subject of repeated complaints. Because your complaint concerns an incident that occurred at a specific airport, we have forwarded a copy of your letter to the Customer Service Manager at that location.
We hope this information was helpful. TSA Contact Center END RECORD
CONTACT RECORD
EID: 316400 Contact Type: Fulfillment Contact Date: Jan 10 2012 6:35PM Medium: Inbound Call Contact Status: Closed Incident Date: Jan 10 2012 6:25AM Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Jan 10 2012 6:48PM Mail Return Date: Contact Email: (b) (6) Subject: Possible Damaged Items Body: The caller traveled today from OKC to SLC and then to Boise on 1 10 12 deparing at 6:25am with Delta. The bag was inspected by TSA. His toilettrie bag was turned upside down and the contents leaked out. NOI was present. The caller feels that the TSO was careless. The caller indicated that he would try to wash the shirts to see if they would come clean. Baggage Claim # DL4495B0178 80061229377DL4495BOI03DF0710JAN
(b) (6)
I apologized and indicated that our TSO are trained to excercise great care to ensure that a passenger s belongings are returned in the same condition as they were found. TSA monitors that number and nature of complaints that are received so that we can track trends and spot areas of concern that may require special attention. I indicated that he could file a claim with TSA in regard to damaged items by completing the claim form. I ordered the form to be sent to his email address. Agent Notes: Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Jan 10 2012 6:47PM Opening Agent: (b) (6) Opened Date: 1/10/2012 6:35:19 PM Linked Event IDs: Responses: Response Template Name: TCC Complaint—General Complaint w Claims Airport: OKC Airline: Delta Subject Category: Mishandling of Passenger Property - Damaged/Missing Items--Checked Luggage w/ Claim Request Interaction Type: Complaint Response Email: END RECORD
CONTACT RECORD
EID: 318529 Contact Type: Normal/General Contact Date: Jan 12 2012 1:15PM Medium: Inbound Call Contact Status: Closed Incident Date: Jan 3 2012 3:45PM Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Damaged Bag and Missing Items Body: The caller is calling in regard to filing a claim. She traveled from OKC on 1 3 12 with Delta departing at 3:45pm. Two bags were damaged. The bag was taped with TSA tape, however it was not taped properly so items (2 Iphone 4 s) fell out. There was a gaping hole. She would like to be reimbursed for the damaged and missing items. She was given a customer comment card. One of the bags was $1300 and the other was $1500. The caller indicated that TSA admitted to openening the bag. She did not indicate that a NOI was present when asked but was adamant that TSA inspected the bag. Baggage Claim # 7006DL017234 and 7006DL017243 I apologized and indicated that TSA monitors that number and nature of complaints that are received so that we can track trends and spot areas of concern that may require special attention. advised the caller that she could file a claim in regard to any missing or damaged items by completing a claim and submitting it to the CMB I directed the caller to the claim form on tsa.gov. http: www.tsa.gov travelers customer claims forms.shtm I explained that she must file a claim with the CMB in order to recieve reimbursment. Agent Notes: Follow Up: To TSOC Date: From TSOC Date: Last Updated By: Last Update Date: Jan 12 2012 1:32PM Opening Agent: (b) (6) Opened Date: 1/12/2012 1:15:10 PM Linked Event IDs:
(b) (6)
Responses: Response Template Name: Claim for Damaged or Missing Items--Generic Airport: OKC Airline: Delta Subject Category: Mishandling of Passenger Property - Damaged/Missing Items--Checked Luggage w/ Claim Request Interaction Type: Complaint Response Email: END RECORD
CONTACT RECORD
EID: 321372 Contact Type: Fulfillment Contact Date: Jan 17 2012 9:07AM Medium: Inbound Call Contact Status: Closed Incident Date: Jan 4 2012 12:00AM Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Jan 17 2012 9:33AM Mail Return Date: Contact Email: (b) (6) Subject: Damaged Items Body: The caller had a box inspected on January 4th when she flew from OKC to SLC on Delta Airlines then on to SEA. The caller said she had packed juice, a sewing machine, spools and thread inside the box. Whe she reached her destination she found an NOI inside of the box. The caller said when she unpacked her sewing machine it would not work. She took it to a repair shop and they told her it needed significant repair. She thinks its was damaged by TSA during screening. The caller said it would cost $169.00 to repair the sewing machine and she wanted to know what TSA could do to help.
(b) (6)
Advised caller: The Transportation Security Administration (TSA) is required by law to screen all property that is brought onboard commercial passenger aircraft. To ensure the security of the traveling public, it is sometimes necessary for Transportation Security Officers (TSOs) to conduct hand inspections of checked bags. TSOs receive training in the procedures to properly inspect passenger bags and are required to exercise great care during the screening process so that when bags are opened a passenger’s belongings are returned to the same condition they were found. We regret that you were not satisfied with the manner in which your luggage was handled. Emailed caller an SF95 Claim form. Agent Notes: Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Jan 17 2012 9:17AM Opening Agent: (b) (6) Opened Date: 1/17/2012 9:07:39 AM Linked Event IDs: Responses: Response Template Name: Checked Baggage - How to File a Claim for Damaged Missing Items Airport: OKC Airline: Delta Subject Category: Mishandling of Passenger Property - Damaged/Missing Items--Checked Luggage w/ Claim Request Interaction Type: Complaint Response Email: END RECORD
CONTACT RECORD
EID: 32157 Contact Type: Normal/General Contact Date: Mar 29 2011 11:31AM Medium: Inbound Call Contact Status: Closed Incident Date: Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: refused Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: refused Subject: complaint Body: Caller returned from Cleveland Oh, with NOI was in baggage, also had a bottle of vinagar that had been unwrapped did not break. Caller said the bottle should have been re-wrapped.. In Oklahoma City, at OKC Caller said as they passed through the secure area of the airport and exited the flight the TSA officer was on a stool and seemed to be asleep. Caller did not give times or dates, only last time she flew. Unable to send to CSM due to no flight info or dates and times provided. Agent Notes: previous EID 32126, system errors.. Unable to send to CSM due to no flight info or dates and times provided. Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Mar 29 2011 11:37AM Opening Agent: (b) (6) Opened Date: 3/29/2011 11:36:45 AM Linked Event IDs: Responses: Response Template Name: General Complaint & Falling Short of Standard Response Airport: OKC Airline: Subject Category: Screener Inattentive to Duties - Lax Security Interaction Type: Complaint -- Security Response Template Name: Screeners Standing Around Response Airport: CLE Airline: Subject Category: Screener Inattentive to Duties - Lax Security Interaction Type: Complaint -- Security Response Email: END RECORD
CONTACT RECORD
EID: 323732 Contact Type: Normal/General Contact Date: Jan 18 2012 2:23PM Medium: Email Contact Status: Closed Incident Date: Jan 17 2012 12:00AM Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Not Provided Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: (b) (6) Subject: TSA Contact Us: Complaints Body: THIS GENERATED EMAIL HAS BEEN SENT FROM http://www.tsa.gov/contact/index.shtm -----------------------------------------------------------------------------------------------------------Remote Client IP: (b) (6) Date Time: 1/18/2012 2:22:06 PM ------------------------------------------------------------------------------------------------------------
(b) (6)
Name: Email: Complaints:Disarrayed Items in Checked or Carry-on Baggage Flight Info (If applicable. Enter Flight#/Airline/Terminal/Airport/Gate/Etc):Will Rogers World Airport, OKC, OK Comments:I am a frequent traveler for business. I passed through security at OKC yesterday. When I arrived at my destination and got my checked bag, one of the zippered compartments on the outside of the bag was completely open. Another two zippers were less than halfway closed. I do not think that anything was missing, but my valuables could have easily fallen out after TSA was done rummaging around in my bag. This is not the first time. Several times over the past year, one or more zippers on my checked bag were partially open. This time one was completely open and two others partially open. If your people are going to root through my bag (which seems to happen every time I travel), they shouldn't be in such a hurry that they leave the bag open to spill somewhere between OKC and my destination. I have had a pocketknife in my checked bag disappear, several years ago, from a bag left partially unzipped after TSA people were digging around in it, coming back from OMA. *Once* is too many times already. Agent Notes: Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Jan 18 2012 4:13PM Opening Agent: (b) (6) Opened Date: 1/18/2012 4:05:42 PM Linked Event IDs: Responses: Response Template Name: TCC All Baggage Must be Screened Airport: OKC Airline: Subject Category: Screening - Procedures/Process Interaction Type: Complaint
(b) (6)
Response Email: From: (TSA Contact Center DO NOT REPLY) [email protected] To: (b) (6) Subject: In Response to your inquiry. Body: Thank you for your e-mail regarding baggage screening. The Aviation and Transportation Security Act (ATSA) established the Transportation Security Administration (TSA) and mandated deadlines for enhanced security measures. Enhanced security measures require that all checked baggage undergo at least one form of screening. Depending on the available screening equipment at your departure airport, checked baggage may need to be opened for hand inspection to clear an alarm. Transportation Security Officers (TSOs) receive training in the procedures to properly inspect passenger bags. TSOs are required to exercise great care during the screening process so that when bags are opened a passenger’s belongings are returned in the same condition they were found. Please note that TSA assumes a very limited role with respect to checked baggage handling. We are only responsible for checked baggage from the time it is presented for screening until the time it has been cleared after screening. Once checked baggage has been screened and cleared, airlines are responsible for transporting it to its final destination. As a result, the amount of time checked baggage is under TSA control is relatively short. TSA encourages travelers to pack valuables, including jewelry, electronics, money, and fragile items in their carry-on baggage and not in their checked baggage. Passengers are allowed one carry-on in addition to one personal item, such as a laptop computer, purse, small backpack, briefcase, or camera case. This information, along with additional travel tips, is found on the TSA Web site at www.tsa.gov.
We hope this information is helpful. TSA Contact Center END RECORD
CONTACT RECORD
EID: 326769 Contact Type: Fulfillment Contact Date: Jan 22 2012 9:25PM Medium: Email Contact Status: Closed Incident Date: Jan 22 2012 12:00AM Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: (b) (6) Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: (b) (6) Contact Address 2: Contact City: (b) (6) Contact State: (b) (6) Contact Zip: (b) (6) Contact Country: Contact Phone: (b) (6) Contact Fax: (b) (6) Fulfillment Sent: Jan 23 2012 1:59PM Mail Return Date: Contact Email: (b) (6) Subject: Unprofessional baggage inspection - OKC Body: As a very frequent traveler and who is registered in the GOES system with CBP, I know the value of keeping our everyday travelers secure and safe. I have resided in the Middle East for many years and frequently travel 100’s of thousands of miles annually, so my knowledge transcends most passengers. My domicile is Oklahoma City.
On 22 January 2012, I took an American flight from OKC to DFW with on carriage to SFO. Upon arriving in my SFO hotel, I opened my checked baggage to find an absolute mess. My carefully stowed and folded items were thrown careless back into the bag in a heap. It was as if the bag was rifled by a thief. A notice of inspection was placed within the baggage, and I should have that officer come to my hotel and have to re-iron all the clothes they so carelessly inspected. One pair of trousers has grease on the leg, which tells me they dropped them in the inspection process. All items in this bag were easily inspected and nothing warranted removing anything.
As a former enforcement official and one who advises clients daily on the safety of hazardous materials and penalties for noncompliance, I find this type of activity by the officer(s) who inspected the checked baggage to be unprofessional and unacceptable. While many passengers complain about the indignities of security screening, I know they are necessary in today’s world and accept the process as part of conducting my business. Travel is a big part of what I do and flying has become a burden. Generally, I am on 6-10 flights a week. That said, I still expect TSA officers to conduct themselves professionally (which the majority do) and to respect one’s personal property. As they conduct their screening responsibilities with me, I give them the respect and courtesy they deserve.
I realize what the rules are and I follow them to the letter. I expect TSA personnel to do the same. I do expect a written reply and a formal apology.
(b) (6)
(b) (6)
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(b) (6)
Agent Notes: Sent to CSM at BRW for review 1-23-12 (b) Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Jan 23 2012 2:25PM Opening Agent: (b) (6) Opened Date: 1/23/2012 1:12:20 PM Linked Event IDs:
(6)
Responses: Response Template Name: Missing and Damaged Items in Checked Bags - NOI Included and Claim Info Airport: OKC Airline: American Airlines Subject Category: Mishandling of Passenger Property - Damaged/Missing Items--Checked Luggage w/ Claim Request Interaction Type: Complaint Response Email: From: (TSA Contact Center DO NOT REPLY) [email protected] To:(b) (6) Subject: In Response to your inquiry. Body: Thank you for your e-mail regarding missing and or damaged items from your checked baggage. The Transportation Security Administration (TSA) is required by law to screen all property, including checked baggage that is loaded onboard commercial passenger aircraft. To ensure the security of the traveling public, it is sometimes necessary for Transportation Security Officers (TSOs) to conduct hand inspections of checked bags. TSOs receive training in the procedures to properly inspect passenger bags and are required to exercise great care during the screening process so that when bags are opened a passenger’s belongings are returned to the same condition they were found. We regret that you were unsatisfied with the manner in which your bags were handled.
If a TSO needs to open and search a checked bag, the TSO will place a Notice of Inspection (NOI) inside the bag to alert the passenger that his or her bag was searched by TSA. Additionally, the NOI contains instructions on what to do if the passenger has a complaint. You may wish to file a claim for missing and or damaged items by completing a Standard Form 95 (claim form). A claim form will be sent to you within 24 hours of this response. Claim forms are also available on our Web site at www.tsa.gov. If you decide to file a claim, it will be processed in accordance with the Federal Tort Claims Act. Please note that TSA assumes a very limited role with respect to checked baggage handling. We are only responsible for checked baggage from the time it is presented for screening until the time it has been cleared of screening. Once checked baggage has been screened and cleared, airlines are responsible for transporting it to its final destination. As a result, the amount of time checked baggage is under TSA control is relatively short. Because the complaint concerns security screening at a specific airport, we have forwarded a copy of this e-mail to the Customer Service Manager (CSM) at that location. TSA encourages travelers to pack valuables including jewelry, electronics, money, and fragile items in their carry-on baggage and not in their checked baggage. Passengers are allowed one carry-on in addition to one personal item, such as a laptop computer, purse, small backpack, briefcase, or camera case. This information, along with additional travel tips, is found on the TSA Web site.
We hope this information is helpful. TSA Contact Center END RECORD
CONTACT RECORD
EID: 330377 Contact Type: Normal/General Contact Date: Jan 25 2012 9:28AM Medium: Email Contact Status: Closed Incident Date: Jan 20 2012 12:00AM (b) (6) Contact Prefix: (b) (6) Contact First Name: Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Not provided Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: (b) (6) Subject: TSA Contact Us: Compliments or Suggestions Body: THIS GENERATED EMAIL HAS BEEN SENT FROM http://www.tsa.gov/contact/index.shtm -----------------------------------------------------------------------------------------------------------Remote Client IP: (b) (6) Date Time: 1/25/2012 9:28:11 AM ------------------------------------------------------------------------------------------------------------
Subject:Courteous/Professional Treatment - Report Outstanding Service Name: Email: Comments:I traveled thru the Oklahoma City airport on 20Jan2012,and it would be nice if the tsa employee that I handed my I.D and boarding pass to ,could have acknowledged me when i said good morning to her,but I guess she was too busy writing a novel in red ink all over my boarding pass. then I put everything in the bin to pass through the metal detector,when a bell rang,and I was sent to a sided roped area where the male tsa employee yelled,female pat down several times. I offered to go thru the detector again ,however the guy said oh you have been randomly selected for a pat down.. so I waited about 5 to 7 mins,lucky I had time before my flight boarded..then as I waited for the patdown, the female tsa employee ,asked which bin was mine,and took a swab object and swiped my purse inside and out ,checked it and told me to have a nice day... so where was the pat down ,I asked.... I really think my skin color had a lot to do with it... I work for the airlines so I hear how they single out people and call it random... TSA needs to be the men and women in the military that come back from overseas that have lost their jobs while fighting for our country and that could be more professional and take pride in their attire.... this is my suggestion Agent Notes: Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Jan 25 2012 10:21AM Opening Agent: (b) (6) Opened Date: 1/25/2012 10:11:27 AM Linked Event IDs:
(b) (6)
Responses: Response Template Name: General Complaint Response Airport: OKC Airline: Subject Category: Customer Service - TSO Interaction Type: Complaint Response Email: From: (TSA Contact Center DO NOT REPLY) [email protected] To: (b) (6)
Subject: In Response to your inquiry. Body: Thank you for your e-mail regarding your recent screening experience. The Transportation Security Administration (TSA) seeks to provide the highest level of security and customer service to those who pass through our screening checkpoints. Our policies and procedures focus on ensuring that all passengers, regardless of their personal situations and needs, are treated with dignity, respect, and courtesy. Every person and item must be screened before entering each secured area, and the manner in which the screening is conducted is important. All Transportation Security Officers (TSOs) are required to be courteous and respectful and are trained to explain what they are doing and what will happen next in the process. We regret that you found your experience to be less than satisfactory. TSA monitors the number and nature of complaints we receive to track trends and spot areas of concern that may require special attention. This ongoing process will enable us to ensure prompt, corrective action whenever we determine that security screening policies need modification or specific employees or screener teams are the subject of repeated complaints.
We hope this information is helpful. TSA Contact Center END RECORD
CONTACT RECORD
EID: 331447 Contact Type: Normal/General Contact Date: Jan 25 2012 7:07PM Medium: Inbound Call Contact Status: Closed Incident Date: Jan 25 2012 12:10PM Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Refused Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: (b) (6) Subject: Dirty Clothes Body: Caller flew out of OKC to Memphis today. She has an NOI. She has two pairs of pants with dust and grass on them, a blouse had dust all over it and the clothes were just tossed in. She had a stack of books that were also gone through. She does not want to file a claim because she is just going to have to hand wash her clothes. She wanted to make sure someone knew what had happened. She thought the TSO should have been more respectful of her property. Airport: OKC Airline: Delta Date and Time: Jan 25th at 12:10pm (Flight Time) Location: Gate 22 Baggage claim number: 6006 DL 307440 I apologized to the caller and let her know I would send this to the CSM for review. Agent Notes: Sent to the CSM at Will Rogers by (b) (6) on January 25, 2012. Follow Up: This was reviewed through our camera system showing the top layer of contents being removed and placed on clean stainless steel table for secondary screening. Bag was repacked, no items fell onto the floor, and placed onto the bag belt for loading at 11:48.
(b) (6)
TSA SHM/CSQIM/ICMS Coordinator Will Rogers World Airport -OKC Lawton/Ft. Sill Regional Airport - LAW Office: 405-702 (b) (6) Cell: (b) (6) "Security can only be achieved through constant change, through discarding old ideas that have outlived their usefullness and adapting others to current facts." - William O. Douglas Questions and Comments? Visit: TSA.gov, Evolution of Security Blog, Got Feedback?
-----Original Message----From: [email protected] [mailto:[email protected]] Sent: Wednesday, January 25, 2012 7:05 PM To: (b) (6) Subject: The following event #331447 should be reviewed. The customers information has been attached to this email. If the file is password-protected, then please use the CSM password (located on the OSO Trusted Source Site) to open the file.
NOTICE: This communication, along with any attachments, is covered by Federal and State law governing electronic communications and may contain confidential and legally privileged information. If the reader of this message is not the intended recipient, you are hereby notified that any dissemination, distribution, use or copying of this message is strictly prohibited. If you have received this in error, please reply immediately to the sender and delete this message. NOTICE: The information contained in this message and any attachments is privileged and confidential and therefore protected from disclosure. If the reader of this message is not the intended recipient, or an employee or agent who is responsible for delivering this message to the intended recipient, you are hereby notified that any dissemination, distribution or copying of this communication is strictly prohibited. Senture does not accept liability for changes to this message after it was sent. The views expressed in this e-mail do not necessarily reflect the views of the company. If you have received this communication in error, please notify the sender immediately by replying via e-mail to this message and deleting this information from your computer.
To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Jan 31 2012 6:46PM Opening Agent: (b) (6) Opened Date: 1/25/2012 7:07:21 PM Linked Event IDs: Responses: Response Template Name: General Complaint and Falling Short of Standards Airport: OKC Airline: Delta Subject Category: Mishandling of Passenger Property - Damaged/Missing Items--Checked Luggage w/out Claim Request Interaction Type: Complaint Response Email: END RECORD
CONTACT RECORD
EID: 337304 Contact Type: Normal/General Contact Date: Jan 31 2012 5:41PM Medium: Inbound Call Contact Status: Closed Incident Date: Jan 31 2012 12:00AM Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Missing Shoes Body: The caller flew from OKC this morning and boarded a connecting flight DEN around 10:30am. The caller said when she reached her final destination she was missing a $200 pair of shoes from her checked baggage. The caller said she called and spoke with the CSM at OKC and was advised that all security tapes were reviewed and her bag was never hand inspected by TSA. The caller said her luggage did not contain an NOI. She wanted to know what she could do next. Advised caller that her bag would only be screened once during her flight and that it would take place at her departing airport. Explained that if a TSO needs to open and search a checked bag, the TSO will place a Notice of Inspection (NOI) inside the bag to alert the passenger that his or her bag was searched by TSA. Additionally, the NOI contains instructions on what to do if the passenger has a complaint. The lack of an NOI suggests that TSA might have never physically opened a passenger’s luggage. Advised caller to contact her airline to file a complaint or claim since her luggage did not have an NOI and since TSA was able to confirm that her bag was never hand inspected.
Agent Notes: Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Jan 31 2012 5:50PM Opening Agent (b) (6) Opened Date: 1/31/2012 5:42:01 PM Linked Event IDs: Responses: Response Template Name: Missing and Damaged Items in Checked Luggage NOI Not Included Airport: OKC Airline: Subject Category: Mishandling of Passenger Property - Damaged/Missing Items--Checked Luggage w/out Claim Request Interaction Type: Complaint Response Email: END RECORD
CONTACT RECORD
EID: 339560 Contact Type: Fulfillment Contact Date: Feb 2 2012 12:43PM Medium: Email Contact Status: Closed Incident Date: Jan 15 2012 1:46PM Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Not Provided Contact Fax: Fulfillment Sent: Feb 2 2012 2:56PM Mail Return Date: Contact Email: (b) (6) Subject: TSA Contact Us: Complaints Body: THIS GENERATED EMAIL HAS BEEN SENT FROM http://www.tsa.gov/contact/index.shtm -----------------------------------------------------------------------------------------------------------Remote Client IP: (b) (6) Date Time: 2/2/2012 12:43:43 PM ------------------------------------------------------------------------------------------------------------
Name: (b) (6) Email: (b) (6) Complaints:Damaged or Missing items in Checked or Carry-on Baggage Flight Info (If applicable. Enter Flight#/Airline/Terminal/Airport/Gate/Etc):Flight#: UA3337 Airline: UNITED EXPRESS Airport: Will Rogers World Airport Comments:Dear Sir/Madam, My golden jewelry was lost/stolen from my checked baggage on my way from Will Rogers World Airport to Kiev Borispol Airport on January 15th/16th 2012. I took Flight# UA3337 on Jan 15th, 2012 from Will Rogers World Apt, Oklahoma City to Chicago OHare International Apt to make a transfer in Chicago for Flight# LX9 (SWISS airlines). I headed to Kiev Borispol Apt, Ukraine. When I opened my checked baggage after I picked it up on late January 16th in Kiev Borispol Apt, I noticed that the bag was opened by someone. I found there a notice left by Transportation Security Administration that my baggage was inspected at Will Rogers World Apt. I still keep it. There is a stamp on it: "OKC 15JAN12 13:46 15". But my bag WAS MISSING my golden earrings, golden necklace and golden pendant with Merry and Jesus on it. All three items were family jewelry presented by my parents. My friend in the USA called the number I found on the Notice (18662899673) the very next day to notify about the loss. He called from the number (b) (6) and left a voice message. As soon as I got a chance after my return to the USA, I called TSA and left a voice message (it was today, on February 2nd 2012). I really want all three of my jewelry back! Please, help me to find it!!!! I am looking forward for your soon respond. Regards,
(b) (6)
My date of Birth: (b) (6) Agent Notes: Sent to CSM at OKC for review 2-2-12 mnelson Follow Up: I investigated this allegation on our CCTV. It indicated that: We opened a small burgundy bag that alarmed at the United screening area at 1:37:18. The TSO removed a white plastic grocery bag containing 5 jars of peanut butter, screening them (this type of food item frequently false alarms). Upon clearance he replaced the jars in the plastic bag, placing the bag into the small burgundy bag. He place a NOI into the bag, closed and placed it on the bag belt at 1:40:57. He did not remove any additional items, including jewelry, from the bag. I have e-mailed the passenger, recommending she look at her departure area.
Sincerely,
(b) (6)
TSA SHM/CSQIM/ICMS Coordinator Will Rogers World Airport -OKC Lawton/Ft. Sill Regional Airport - LAW Office: 405-702 (b) (6) Cell: (b) (6) "A subtle thought in error may yet give rise to fruitful inquiry that can establish truths of great value." - Isaac Asimov Questions and Comments? Visit: TSA.gov, Evolution of Security Blog, Got Feedback?
-----Original Message----From: [email protected] [mailto:[email protected]] Sent: Thursday, February 02, 2012 2:10 PM To: (b) (6) Subject: The following event #339560 should be reviewed. The customers information has been attached to this email. If the file is password-protected, then please use the CSM password (located on the OSO Trusted Source Site) to open the file. NOTICE: This communication, along with any attachments, is covered by Federal and State law governing electronic communications and may contain confidential and legally privileged information. If the reader of this message is not the intended recipient, you are hereby notified that any dissemination, distribution, use or copying of this message is strictly prohibited. If you have received this in error, please reply immediately to the sender and delete this message. NOTICE: The information contained in this message and any attachments is privileged and confidential and therefore protected from disclosure. If the reader of this message is not the intended recipient, or an employee or agent who is responsible for delivering this message to the intended recipient, you are hereby notified that any dissemination, distribution or copying of this communication is strictly prohibited. Senture does not accept liability for changes to this message after it was sent. The views expressed in this e-mail do not necessarily reflect the views of the company. If you have received this communication in error, please notify the sender immediately by replying via e-mail to this message and deleting this information from your computer.
To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Feb 4 2012 10:38AM Opening Agent: (b) (6) Opened Date: 2/2/2012 2:22:41 PM Linked Event IDs: Responses: Response Template Name: Lost Found Unattended Baggage in Airports Airport: OKC Airline: United Airlines Subject Category: Mishandling of Passenger Property - Damaged/Missing Items--Checked Luggage w/ Claim Request Interaction Type: Complaint Response Template Name: Missing and Damaged Items in Checked Bags - NOI Included and Claim Info Airport: OKC Airline: United Airlines Subject Category: Mishandling of Passenger Property - Damaged/Missing Items--Checked Luggage w/ Claim Request Interaction Type: Complaint Response Email: From: (TSA Contact Center DO NOT REPLY) [email protected] To:(b) (6) Subject: In Response to your inquiry. Body:
Thank you for your email regarding the retrieval of lost items. The Transportation Security Administration (TSA) develops requirements and policies for the security of our Nation’s transportation systems. Some of these requirements are met by airports, air carriers, railroads, port authorities, and other transportation system entities. At most airports across the country, TSA has procedures in place for handling lost and found. Items found at screening checkpoints and areas where TSA performs baggage screening are turned in to the appropriate, designated airport authorities. We suggest travelers contact the airport where their items were misplaced or lost. Travelers may access an airport’s lost and found point-of-contact in the “For Travelers” section of our Web site (www.tsa.gov) or through the following link, http: www.tsa.gov travelers customer editorial_1693.shtm.
The Transportation Security Administration (TSA) is required by law to screen all property, including checked baggage that is loaded onboard commercial passenger aircraft. To ensure the security of the traveling public, it is sometimes necessary for Transportation Security Officers (TSOs) to conduct hand inspections of checked bags. TSOs receive training in the procedures to properly inspect passenger bags and are required to exercise great care during the screening process so that when bags are opened a passenger’s belongings are returned to the same condition they were found. We regret that you were unsatisfied with the manner in which your bags were handled. If a TSO needs to open and search a checked bag, the TSO will place a Notice of Inspection (NOI) inside the bag to alert the passenger that his or her bag was searched by TSA. Additionally, the NOI contains instructions on what to do if the passenger has a complaint. You may wish to file a claim for missing and or damaged items by completing a Standard Form 95 (claim form). A claim form will be sent to you within 24 hours of this response. Claim forms are also available on our Web site at www.tsa.gov. If you decide to file a claim, it will be processed in accordance with the Federal Tort Claims Act. Please note that TSA assumes a very limited role with respect to checked baggage handling. We are only responsible for checked baggage from the time it is presented for screening until the time it has been cleared of screening. Once checked baggage has been screened and cleared, airlines are responsible for transporting it to its final destination. As a result, the amount of time checked baggage is under TSA control is relatively short. Because the complaint concerns security screening at a specific airport, we have forwarded a copy of this e-mail to the Customer Service Manager (CSM) at that location. TSA encourages travelers to pack valuables including jewelry, electronics, money, and fragile items in their carry-on baggage and not in their checked baggage. Passengers are allowed one carry-on in addition to one personal item, such as a laptop computer, purse, small backpack, briefcase, or camera case. This information, along with additional travel tips, is found on the TSA Web site.
We hope this information is helpful. TSA Contact Center END RECORD
CONTACT RECORD
EID: 362355 Contact Type: Fulfillment Contact Date: Feb 22 2012 7:56PM Medium: Email Contact Status: Closed Incident Date: Feb 16 2012 12:00AM Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: (b) (6) Subject: Missing items from luggage Body: I flew to Denver from OKC on February 16, flight 2050, confirmation IIK2WE, on Southwest airlines. Upon arriving in Denver, I was not able to find my camera or phone charger. I did not report it that day because I wanted to make sure that I had not left them at home. When I arrived home, I searched my house and they were not there either.
(b) (6)
What steps do I need to take to get these items replaced? I have the Notice of Baggage Inspection, but there is no stamp or name on it for when it was inspected on the 16th. Thanks for your help.
(b) (6)
Agent Notes: Sent to CSM at OKC for review 2-23-12 (b) Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Feb 23 2012 2:37PM Opening Agent: (b) (6) Opened Date: 2/23/2012 9:01:25 AM Linked Event IDs:
(b) (6)
(6)
Responses: Response Template Name: Missing and Damaged Items in Checked Bags - NOI Included and Claim Info Airport: OKC Airline: Southwest Airlines Subject Category: Mishandling of Passenger Property - Damaged/Missing Items--Checked Luggage w/ Claim Request Interaction Type: Complaint Response Email: From: (TSA Contact Center DO NOT REPLY) [email protected] To: (b) (6) Subject: In Response to your inquiry. Body: Thank you for your e-mail regarding missing and or damaged items from your checked baggage. The Transportation Security Administration (TSA) is required by law to screen all property, including checked baggage that is loaded onboard commercial passenger aircraft. To ensure the security of the traveling public, it is sometimes necessary for Transportation Security Officers (TSOs) to conduct hand inspections of checked bags. TSOs receive training in the procedures to properly inspect passenger bags and are required to exercise great care during the screening process so that when bags are opened a passenger’s belongings are returned to the same condition they were found. We regret that you were unsatisfied with the manner in which your bags
were handled. If a TSO needs to open and search a checked bag, the TSO will place a Notice of Inspection (NOI) inside the bag to alert the passenger that his or her bag was searched by TSA. Additionally, the NOI contains instructions on what to do if the passenger has a complaint. You may wish to file a claim for missing and or damaged items by completing a Standard Form 95 (claim form). A claim form will be sent to you within 24 hours of this response. Claim forms are also available on our Web site at www.tsa.gov. If you decide to file a claim, it will be processed in accordance with the Federal Tort Claims Act. Please note that TSA assumes a very limited role with respect to checked baggage handling. We are only responsible for checked baggage from the time it is presented for screening until the time it has been cleared of screening. Once checked baggage has been screened and cleared, airlines are responsible for transporting it to its final destination. As a result, the amount of time checked baggage is under TSA control is relatively short. Because the complaint concerns security screening at a specific airport, we have forwarded a copy of this e-mail to the Customer Service Manager (CSM) at that location. TSA encourages travelers to pack valuables including jewelry, electronics, money, and fragile items in their carry-on baggage and not in their checked baggage. Passengers are allowed one carry-on in addition to one personal item, such as a laptop computer, purse, small backpack, briefcase, or camera case. This information, along with additional travel tips, is found on the TSA Web site.
We hope this information is helpful. TSA Contact Center EID: 362355 Contact Type: Fulfillment Contact Date: Feb 22 2012 7:56PM Medium: Email Contact Status: Closed Incident Date: Feb 16 2012 12:00AM Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Feb 23 2012 2:59PM Mail Return Date: Contact Email: (b) (6) Subject: Missing items from luggage Body: I flew to Denver from OKC on February 16, flight 2050, confirmation IIK2WE, on Southwest airlines. Upon arriving in Denver, I was not able to find my camera or phone charger. I did not report it that day because I wanted to make sure that I had not left them at home. When I arrived home, I searched my house and they were not there either.
(b) (6)
(b) (6)
What steps do I need to take to get these items replaced? I have the Notice of Baggage Inspection, but there is no stamp or name on it for when it was inspected on the 16th. Thanks for your help. Karen Proctor 405-659-6696 Agent Notes: Sent to CSM at OKC for review 2-23-12 Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Feb 23 2012 2:37PM
(b) (6)
Opening Agent: (b) (6) Opened Date: 2/23/2012 9:01:25 AM Linked Event IDs: Responses: Response Template Name: Missing and Damaged Items in Checked Bags - NOI Included and Claim Info Airport: OKC Airline: Southwest Airlines Subject Category: Mishandling of Passenger Property - Damaged/Missing Items--Checked Luggage w/ Claim Request Interaction Type: Complaint Response Email: From: (TSA Contact Center DO NOT REPLY) [email protected] To:(b) (6) Subject: In Response to your inquiry. Body: Thank you for your e-mail regarding missing and or damaged items from your checked baggage. The Transportation Security Administration (TSA) is required by law to screen all property, including checked baggage that is loaded onboard commercial passenger aircraft. To ensure the security of the traveling public, it is sometimes necessary for Transportation Security Officers (TSOs) to conduct hand inspections of checked bags. TSOs receive training in the procedures to properly inspect passenger bags and are required to exercise great care during the screening process so that when bags are opened a passenger’s belongings are returned to the same condition they were found. We regret that you were unsatisfied with the manner in which your bags were handled. If a TSO needs to open and search a checked bag, the TSO will place a Notice of Inspection (NOI) inside the bag to alert the passenger that his or her bag was searched by TSA. Additionally, the NOI contains instructions on what to do if the passenger has a complaint. You may wish to file a claim for missing and or damaged items by completing a Standard Form 95 (claim form). A claim form will be sent to you within 24 hours of this response. Claim forms are also available on our Web site at www.tsa.gov. If you decide to file a claim, it will be processed in accordance with the Federal Tort Claims Act. Please note that TSA assumes a very limited role with respect to checked baggage handling. We are only responsible for checked baggage from the time it is presented for screening until the time it has been cleared of screening. Once checked baggage has been screened and cleared, airlines are responsible for transporting it to its final destination. As a result, the amount of time checked baggage is under TSA control is relatively short. Because the complaint concerns security screening at a specific airport, we have forwarded a copy of this e-mail to the Customer Service Manager (CSM) at that location. TSA encourages travelers to pack valuables including jewelry, electronics, money, and fragile items in their carry-on baggage and not in their checked baggage. Passengers are allowed one carry-on in addition to one personal item, such as a laptop computer, purse, small backpack, briefcase, or camera case. This information, along with additional travel tips, is found on the TSA Web site.
We hope this information is helpful. TSA Contact Center END RECORD
CONTACT RECORD
EID: 369350 Contact Type: Normal/General Contact Date: Feb 29 2012 10:32AM Medium: Inbound Call Contact Status: Closed Incident Date: Feb 29 2012 5:30AM Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: (b) (6) Subject: Complaint Body: (b) (6) called to make a complaint. The incident happened at 5:30 am Central Time at Will Rogers Airport in Oklahoma City, OK. (b) (6) was flying on American Airlines. (b) (6) stated her carry-on bag was pulled for additional screening. One of her items was more than 3.4 ounces. The TSO opened her bag with her toiletries. He removed her face wash and told her that he would have to keep her face wash. She stated the TSO was very abrasive and rude. She said she told him the face wash was very expensive. (b) (6) stated the TSO violently threw her face wash into the garbage. She did not get the name of the TSO but she describes him as being in his late 20s, caucasion male, blonde hair, small to medium build, working the 2nd screening lane at 5:30 am central time. She stated she felt it was unacceptable that the TSO asked her if her face wash was more important than her life. (b) (6) stated she is a licensed attorney in Oklahoma and she feels this type of retoric is unnecessary. The TSO gave her the option of leaving security to put the item in her checked bag, take it to her car or give it to a friend. (b) (6) stated she was very polite and sweet and she feels his words are unacceptable. She again stated he violently threw the face wash in the garbage and turned his back and walked away. He said his job was to try to protect the public. She feels the words he used to her were unacceptable and very offensive. (b) (6) said she did not have time to put the item in her checked bag or take it back to her car because her plane was about to leave. TSA monitors the number and nature of complaints we receive to track trends and spot areas of concern that may require special attention. This ongoing process enables us to ensure prompt, corrective action whenever we determine that security-screening policies need modification or specific employees or screener teams are the subjects of repeated complaints. Agent Notes: Sent to CSM at OKC for review 2-29-12 Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Feb 29 2012 1:18PM Opening Agent: (b) (6) Opened Date: 2/29/2012 10:32:07 AM Linked Event IDs: Responses: Response Template Name: Screener Rudeness Airport: OKC Airline: American Airlines Subject Category: Customer Service - TSO Interaction Type: Complaint Response Email: END RECORD
(b) (6)
CONTACT RECORD
EID: 374393 Contact Type: Fulfillment Contact Date: Mar 5 2012 11:54AM Medium: Inbound Call Contact Status: Closed Incident Date: Feb 29 2012 4:00PM Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: (b) (6) (b) (6) Contact State: Contact Zip: (b) (6) Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mar 5 2012 2:10PM Mail Return Date: Contact Email: Subject: Missing Item Body: Caller went through his luggage. He got a NOI. There is a massager missing from his suitcase.
(b) (6)
Information: Airport- Oklahoma City Airline- Southwest Flight #- 1130 Date and time- 2 29 12, he checked the bag around 4:15 P.M. Location- Gate 14 Apologized to the caller and told him that we could send him a claim form and that we would track the complaint. Once the Claims Management Office (CMO) has received your claim form, you will be sent a letter of acknowledgement and a claim number. You should keep the claim number for future reference when inquiring about your claim. TSA will try to resolve claims as quickly as possible but may need time for further investigation of the facts. If TSA denies your claim, or has not finally resolved it within 6 months after you have filed it, you may have a right to bring your claim to court.
Agent Notes: USPS verified the address with a street not an Avenue. JH 3-5-12 Follow Up: To TSOC Date: From TSOC Date: Last Updated By: Last Update Date: Mar 5 2012 1:11PM Opening Agent: (b) (6) Opened Date: 3/5/2012 11:54:55 AM Linked Event IDs:
(b) (6)
Responses: Response Template Name: TCC Complaint—General Complaint w Claims Airport: OKC Airline: Southwest Airlines Subject Category: Mishandling of Passenger Property - Damaged/Missing Items--Checked Luggage w/ Claim Request Interaction Type: Complaint Response Email: END RECORD
CONTACT RECORD
EID: 381705 Contact Type: Normal/General Contact Date: Mar 9 2012 4:34PM Medium: Inbound Call Contact Status: Closed Incident Date: Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Security Issue Body: Caller works for a contractor for TTK at Will Rogers Airport and has a gate pass and is having issues with his company letting anyone that comes to the gate in without being checked. Caller stated that he had to get a badge to be able to get inside the gate and now his company is making him let people in without checking their ID. CSS Caller wants to remain annonymous and say s no one is showing id to get in the airport, alot of hispanics in pickups that dont have verification with the airport are getting in without showing their id badge.. is a gate checker at the only gate, he was told by the main boss not to have them show an id. (b) (6) Caller said if this is mentioned without it being a random inspection they will know it was him that said something and he will lose his job. Agent Notes: CSS (b) (6) 3-9-12: I called TSOC at 4:47pm spoke with (b) (6) I explained people were supposedly being let in unescorted, he advised to send to the CSM for review for now. Note caller wants to stay annonymous. Supervisor
(b) (6) sending the record to the (b) (6)
to review. 03 09 2012
Spoke with (b) (6) she is having TSOC to review and handle. 03/12/2012 Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Mar 12 2012 4:15PM Opening Agent: (b) (6) Opened Date: 3/9/2012 4:34:56 PM Linked Event IDs: Responses: Response Template Name: FWD to Appropriate Office Response Airport: OKC Airline: Subject Category: Customer Service - Others Interaction Type: Complaint Response Email: END RECORD
CONTACT RECORD
EID: 388696 Contact Type: Normal/General Contact Date: Mar 15 2012 5:15PM Medium: Email Contact Status: Closed Incident Date: Mar 15 2012 12:00AM Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: (b) (6) Subject: TSA-Will Rogers Airport Body: To Whom It May Concern: I am writing to relay my experience with a TSA employee at Will Rogers Airport in Oklahoma City, on 3/15/12. During the screening process, I was pulled aside for an extensive search of not only my belongings, but also my body. My jeans have decorative back pockets that set off an alert. I understand the need for extreme diligence to ensure safety for the flying public. However, the nasty attitude that I received from TSA employee, (b) (6) was not warranted, nor appreciated. She spoke to me in an extremely condescending manner, ordering me to the side, yelling at me "put your arms out and do not touch anything". Another employee took my $1700 purse to run it through the X-ray machine a second time, without telling me she was doing so, which meant that all of my money, jewelry & other possessions were being handled without me visibly being able to see what was happening. When I turned my head toward the machine, angrily yelled "turn around!"
(b) (6)
I am a professional woman, traveling for business. I did absolutely nothing wrong, however, was treated as though I was a terrorist. When my business partner came over to see what was happening, (b) (6) loudly said "DO NOT come in here and DO NOT touch anything!" When I asked for her name, (b) (6) asked "why?" I informed her that I was going to make a formal complaint. She became more agitated, which resulted in her supervisor yelling at her to "get back over there", as he handed me a TSA Customer Comment Card. This is not acceptable behavior. I do not believe that the TSA would be proud of the way this employee treated a passenger. Regards,
(b) (6)
Sent from my iPhone Agent Notes: Sent to the CSM at Will Rogers for review and notification. Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Mar 15 2012 7:56PM Opening Agent: (b) (6) Opened Date: 3/15/2012 7:11:29 PM Linked Event IDs:
(b) (6)TCC Supervisor 3-15-12
Responses: Response Template Name: Screener Rudeness Airport: OKC Airline: Subject Category: Customer Service - TSO Interaction Type: Complaint Response Email: From: (TSA Contact Center DO NOT REPLY) [email protected] To: (b) (6) Subject: In Response to your inquiry. Body: Thank you for your e-mail regarding the rude behavior you experienced from a Transportation Security Officer (TSO). The Transportation Security Administration (TSA) regrets any unprofessional treatment you may have experienced. TSA seeks to provide a high level of security and customer service to all passengers who pass through our screening checkpoints. Every person and item must be screened before entering the secured area, and the way the screening is conducted is important. Our policies and procedures focus on ensuring that all passengers are treated with dignity, respect, and courtesy. Please be advised that a passenger can always request to speak with the Supervisory TSO or the Assistant Federal Security Director for Screening to address any complaint regarding screening procedures. Because your complaint concerns an incident that occurred at a specific airport we have forwarded a copy of your letter to the appropriate Customer Service Manager.
We hope this information is helpful. TSA Contact Center END RECORD
CONTACT RECORD
EID: 389252 Contact Type: Normal/General Contact Date: Mar 16 2012 11:03AM Medium: Inbound Call Contact Status: Closed Incident Date: Mar 14 2012 1:00PM Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: complaint at OKC Body: Caller is calling to file a complaint against a TSO working at OKC. She described the female TSO as mid 40s to late 50s with shorter dark hair that is graying with a stock build and stands approximately five feet six inches.Caller thinks her last name was (b) (6) She states the TSO was excessively rude to her and her ten-year old granddaughter, who is confined to a wheelchair. The TSO had the granddaughter in tears as the sceening procedure was being done. This occurred on March 14th at approximately 1:00-1:30 PM. She wants someone from the airport to contact her back and is very unhappy. Her and her grandaughter had went through screening several days prior at Love Field and was happy with the manner of the TSO conducting the screening. Caller reiterates several times she wants feedback from CSM at OKC. TSO (b) (6) also threatened to not allow the caller to board the flight as the caller intervened during the screening process to let the TSO that the child has previously been abused. Another female TSO with glasses was called in to complete the screening and the caller was satisfied with the manner of the screening and deemed it the saving grace of the incident. Resolution: Transportation Security Officers (TSOs) are trained on professional and courteous screening procedures to make the process run smoothly and to reduce inconvenience. We regret that you were not satisfied with the service you received. TSA monitors the number and nature of complaints we receive to track trends and spot areas of concern that may require special attention. This ongoing process enables us to ensure prompt, corrective action whenever we determine that security-screening policies need modification or specific employees or teams are the subjects of repeated complaints. Because the complaint concerns security screening at a specific airport, we have forwarded a copy of this e-mail to the Customer Service Manager (CSM) at that location.
Agent Notes: Sent to CSM at OKC for review 3-16-12 (b) Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Mar 16 2012 2:26PM Opening Agent: (b) (6) Opened Date: 3/16/2012 11:03:35 AM Linked Event IDs: Responses: Response Template Name: Screener Rudeness Airport: OKC Airline: Southwest Airlines Subject Category: Customer Service - TSO Interaction Type: Complaint
(6)
Response Email: END RECORD
CONTACT RECORD
EID: 389808 Contact Type: Normal/General Contact Date: Mar 16 2012 1:06PM Medium: Email Contact Status: Closed Incident Date: Mar 15 2012 6:30AM Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Not provided Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: (b) (6) Subject: TSA Contact Us: Complaints Body: THIS GENERATED EMAIL HAS BEEN SENT FROM http://www.tsa.gov/contact/index.shtm -----------------------------------------------------------------------------------------------------------Remote Client IP: (b) (6) Date Time: 3/16/2012 1:06:08 PM ------------------------------------------------------------------------------------------------------------
(b) (6)
Name: Email: Complaints:My Complaint is Not Listed Here Flight Info (If applicable. Enter Flight#/Airline/Terminal/Airport/Gate/Etc):Event occurred at the Oklahoma City screening check point near the United Airlines counters at about 6:30 am on March 15, 2012. Comments:Background: I'm employed by the Federal Aviation Administration and I frequently travel in support of the FAA mission. I routinely fly out of all 3 commercial airports in the Washington, DC area and fly into commercial airports, large and small, across the country. In flying throughout the US, I have passed through security screening where Advanced Imaging Technology (AIT) has been deployed. On all of those occasions prior to the March 15th event (described below), because I am displaying my FAA ID, I have always been told that I could use the metal detector screening in lieu of the Advanced Imaging device. This is the same screening air crews use. Problem: On the 15th, at the Oklahoma City airport, I was DENIED use of the metal detector and REQUIRED to either use the the Advanced Imaging device or undergo a pat-down (even though I asked to use the metal detector; and I asked for a supervisor and I was told the person I talked to was the station manager). In response to my explanation that other major airports allow for use of the metal detector in lieu of the AIT, I was told the practice at other airports was incorrect. While I was waiting for someone to pat me down, I observed a family with a dog being directed through the metal detector (not just one person with the dog, but the entire family). The absurdity of the situation was brilliant: I didn't need my FAA ID, which gets me into highly secure facilities like air traffic control facilities; I only need a little dog and then I'd be allowed to use the metal detector. A federal background check is never as reliable as a small, cute dog. To add to all of this, it was a very busy morning with extremely long security lines. While long security lines are not a consideration in screening, it makes sense to move through low risk individuals (e.g., air crews) quickly by using faster technology like metal detectors. Allowing a relatively low risk category individual (like an FAA employee) use the metal detector in lieu of the AIT seems very reasonable. In all of the TSA screening I have encountered, Oklahoma City is consistently the worse. I have had other problems with this facility in the past (i.e., for a time, only the Oklahoma City TSA screeners would not accept FAA picture ID, now they do). I don't know what is happening at this facility, but it is substandard by comparison to screening done at other airports. That is my measure. Other airports are reasonably consistent and use good judgment. Oklahoma City TSA screening does NOT measure up to the rest of TSA.
(b) (6)
Agent Notes: Sent to CSM at OKC for review 3-16-12 Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Mar 16 2012 5:42PM Opening Agent: (b) (6) Opened Date: 3/16/2012 3:28:45 PM Linked Event IDs:
(b) (6)
Responses: Response Template Name: Consistency at Airports Nationwide Airport: OKC Airline: Subject Category: Advanced Imaging Technology (AIT) - Flyer Interaction Type: Complaint Response Email: From: (TSA Contact Center DO NOT REPLY) [email protected] To: (b) (6) Subject: In Response to your inquiry. Body: Thank you for your email message regarding your concerns about the consistency of procedures at our Nation s airports. The Transportation Security Administration (TSA) has developed standard screening practices for all of our Nation s airports, and passengers can expect essentially the same procedures. While the procedures are the same everywhere, the interpretation of those procedures results in some slight variations from airport to airport and situation to situation. Additionally, some element of uncertainty and randomness in security operations is necessary to disrupt terrorist planning and attempted attacks. TSA works hard to achieve consistency in the security training process. We inspect screening operations at airports and continue to monitor the number and nature of complaints we receive from the traveling public to track trends and spot areas of concern that may require special attention. This ongoing process enables us to ensure prompt, corrective action whenever we determine that security screening policies need modification or specific employees are the subject of repeated complaints. Because your complaint concerns an incident that occurred at a specific airport, we have forwarded a copy of your letter to the Customer Service Manager at that location.
We hope this information was helpful. TSA Contact Center END RECORD
CONTACT RECORD
EID: 396397 Contact Type: Fulfillment Contact Date: Mar 22 2012 9:17AM Medium: Inbound Call Contact Status: Closed Incident Date: Mar 21 2012 11:00AM Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mar 22 2012 9:34AM Mail Return Date: Contact Email: (b) (6) Subject: Damaged Luggage. Body: Caller stated she flew from Oklahoma City Oklahoma to Altanta with a connecting flight to Atlanta. Caller stated the incident happened 03-21-2012@11:00am. Caller flew on Delta Airlines. Caller stated her luggage was inspected and her luggage was cut. Advised caller of the following: I apologized to the caller and advised caller would send claims forms via email address. Agent Notes: Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Mar 22 2012 9:23AM Opening Agent: (b) (6) Opened Date: 3/22/2012 9:17:46 AM Linked Event IDs: Responses: Response Template Name: Claim for Damaged or Missing Items--Generic Airport: OKC Airline: Delta Subject Category: Mishandling of Passenger Property - Damaged/Missing Items--Checked Luggage w/ Claim Request Interaction Type: Complaint Response Email: END RECORD
CONTACT RECORD
EID: 396541 Contact Type: Normal/General Contact Date: Mar 22 2012 9:13AM Medium: Email Contact Status: Closed Incident Date: Mar 15 2012 2:00PM Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: (b) (6) Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: (b) (6) Contact Address 2: Contact City: (b) (6) Contact State: (b) (6) Contact Zip: (b) (6) Contact Country: Contact Phone: Contact Fax: (b) (6) Fulfillment Sent: Mail Return Date: Contact Email: (b) (6) Subject: (b) (6) TSA s response to your concern Body: (b) (6)
(b) (6)
(b) (6)
(b) (6)
(b) (6)
What happened? After passing luggage through the scanner and while retrieving the items, another passenger saw the ziplock clear plastic bag that held my liquid containers. He asked me if ziplock bags could be used, when a TSA employee said that they were supposed to be quart sized containers, whence I replied, They're too small. The TSA employee responded You need to travel with less liquids. When is it the TSA's right to dictate how many items I need to travel?
When did this happen? March 15, 2012, approximately 2:00 pm.
Where did this happen? Will Rogers Airport
Who treated you unfairly? Don't know, but it was a TSA employee, male, maybe aged 45, near 6 feet tall. Dear (b)
(6)
Thank you for contacting the Transportation Security Administration’s (TSA’s) Office of Civil Rights and Liberties. Please be advised that, as your concern specifically regards an operational and/or professionalism issue, we are referring your attached correspondence to TSA’s Contact Center for appropriate handling ( HYPERLINK "mailto:[email protected]" [email protected]). You may wish to contact the airport directly by visiting TSA’s website at “Talk to TSA” (https://apps.tsa.dhs.gov/talktotsa/). We hope this is of
assistance. Sincerely,
(b) (6)
Senior Policy Advisor Office of Civil Rights & Liberties, Ombudsman and Traveler Engagement 571-227(b) (6) From: (b) (6) HYPERLINK "mailto: (b) (6) Sent: Friday, March 16, 2012 3:17 PM To: HYPERLINK "mailto:[email protected]" [email protected] Subject: Complaint form
Agent Notes: Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Mar 22 2012 11:09AM Opening Agent: (b) (6) Opened Date: 3/22/2012 10:33:27 AM Linked Event IDs: Responses: Response Template Name: TCC General 3-1-1 Inquiries Airport: OKC Airline: Subject Category: Prohibited & Permitted Items - Liquids/Gels/Aerosols Interaction Type: Complaint Response Email: From: (TSA Contact Center DO NOT REPLY) [email protected] To: (b) (6) Subject: In Response to your inquiry. Body: Thank you for your e-mail regarding traveling with liquids, gels, and aerosols (LGA) in your carry-on bag. In response to the threat to aviation posed by liquid explosives, Transportation Security Administration (TSA) policy allows passengers to carry travel-size toiletries in containers 3.4 ounces or smaller through screening checkpoints. All of the items must fit comfortably in one, quart-size, clear plastic, resealable bag (3-1-1 rule). At the screening checkpoint, each passenger is asked to remove his or her quart-size bag of liquids, gels, and aerosols, and place it on the conveyor belt. X-raying the items separately allows Transportation Security Officers (TSO) to more easily examine the declared items. After clearing security, passengers may take onboard any beverages and other items they purchase in the sterile boarding area beyond the security checkpoint. The 3-1-1 rule applies to all domestic and international flights departing U.S. airports. Passengers needing larger amounts of liquids, gels, and aerosols, such as toothpaste or shampoo, should place these items in their checked luggage. TSA does not limit the amount of liquids, gels, and aerosols that may be placed in checked baggage; however, we recommend that individuals contact their airlines to determine if there are restrictions for carrying certain items in checked luggage. Additionally, passengers traveling internationally should check with transportation security authorities in their country-of-origin for information about security regimes at airports outside the United States. Travel tips to make TSA screening hassle-free: •De-clutter your carry-on bag. This allows TSOs to have a clear, unobstructed x-ray image of your carry-on. •When possible, place liquids in checked baggage. Doing so will allow you to process through security faster. •Limit quantities of medical liquids, gels, and aerosols to what is needed for the duration of the flight. •If you must leave the sterile boarding area and re-enter through the screening checkpoint, items exceeding 3.4 ounces that are not medically exempt are prohibited. TSA’s 3-1-1 rule originates from the August 10, 2006, arrests in the United Kingdom of extremists who plotted to use liquid explosives to destroy multiple passenger aircraft flying from the United Kingdom to the United States. Since then, Government experts, including the FBI and our national laboratories, conducted extensive explosives testing to get a better understanding of this specific threat. Our policy
is intended to enhance security and balance human needs based on our understanding of the threat and security risks associated with liquids, aerosols, and gels. TSA encourages you to visit our Web site at www.tsa.gov for additional information about TSA. We continue to add new information and encourage you to check the website frequently for updated information.
We hope this information is helpful. TSA Contact Center END RECORD
CONTACT RECORD
EID: 396596 Contact Type: Normal/General Contact Date: Mar 22 2012 11:02AM Medium: Inbound Call Contact Status: Closed Incident Date: Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Complaint Body: Caller was traveling out of OKC and upon arrival at his destination found a NOI and has a Bible missing from his checked bag.
(b) (6)
Relayed the number for lost and found: Oklahoma City Will Rogers World Airport
(b) (6)
Agent Notes: Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Mar 22 2012 11:06AM Opening Agent: (b) (6) Opened Date: 3/22/2012 11:02:31 AM Linked Event IDs: Responses: Response Template Name: Lost Found Unattended Baggage in Airports Airport: OKC Airline: Subject Category: Mishandling of Passenger Property - Damaged/Missing Items--Checked Luggage w/out Claim Request Interaction Type: Complaint Response Email: END RECORD
CONTACT RECORD
EID: 397173 Contact Type: Normal/General Contact Date: Mar 22 2012 3:18PM Medium: Inbound Call Contact Status: Closed Incident Date: Mar 14 2012 1:00PM Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Procedure Complaint Body: Caller called in a complaint on OKC on the 16th and he said that (b) over the phone. He wants to know the status of that complaint.
(6) told him that someone would be back in touch with him
Wants to know if airports have to follow national guidelines for security or if they can make it up as the go a long. He said that his granddaughter had to take her shoes off at the airport even though they had signs posted up saying that children under 12 wouldn t have to do that. Told the caller that he can be told how to get the CSM phone number from the IVR but an agent can t tell the caller that he will get a response back. Told the caller that airports must follow TSA guidelines. The guidelines is to reduce the need to take shoes off for twelve year olds, if alarms sound then shoes will be taken off. Agent Notes: Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Mar 22 2012 3:33PM Opening Agent: (b) (6) Opened Date: 3/22/2012 3:18:38 PM Linked Event IDs: 384217, 384233, 389252 Responses: Response Template Name: TCC - Screening Procedures for Children Airport: OKC Airline: Subject Category: Screening - Procedures/Process Interaction Type: Complaint Response Email: END RECORD
CONTACT RECORD
EID: 399449 Contact Type: Normal/General Contact Date: Mar 24 2012 11:47PM Medium: Email Contact Status: Closed Incident Date: Mar 15 2012 5:00AM Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Not Provided Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: (b) (6) Subject: TSA Contact Us: Complaints Body: THIS GENERATED EMAIL HAS BEEN SENT FROM http://www.tsa.gov/contact/index.shtm -----------------------------------------------------------------------------------------------------------Remote Client IP: (b) (6) Date Time: 3/24/2012 11:47:51 PM ------------------------------------------------------------------------------------------------------------
Name: Email: Complaints:Discourteous/Rude Employee Flight Info (If applicable. Enter Flight#/Airline/Terminal/Airport/Gate/Etc):early morning (5am-6:30am) Thursday March 15, 2012 Comments:I opted out of the new AIT machine at will rogers in OKC. I was harassed by 4+ TSA agents for opting out. They were angry at me for opting out. According to your website, it is my right to opt out. I have a long list of medical reasons to opt out - esp relating to wearing a transdermal patch (medicine in a bandaid). When I was trying to explain this the TSA agent verified that it would set off the machine but all I have to do is show it. Well, that isn't convenient for women, especially those wearing hormonal patches on their buttocks. I went through double duty molestation and was eventually cleared to leave. I fly for work, sometimes multiple times in a month. I have no problem when I opt out at other airports across the country. I used to enjoy flying at of OKC because it was the one place I was never molested. Apparently that is all over now. My first pat down was normal. The second pat down in the locked room was completely unnecessary and very disturbing. I've never felt so violated in all of my travels. I truly felt harassed by all the TSA agents constantly questioning me for opting out. I can give all the other medical reasons in further conversations, if necessary. I think the TSA staff in OKC needs further training on opt out and traveler's reasons for opt out. I dont think they are used to it since they have not had the new machines. Agent Notes: Sent to CSM at OKC for review 3-26-12 (b) (6) Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Mar 26 2012 2:30PM Opening Agent: (b) (6) Opened Date: 3/26/2012 11:44:57 AM Linked Event IDs: Responses: Response Template Name: Complaint—Customer Service Manager Airport: OKC Airline: Subject Category: Advanced Imaging Technology (AIT) - Flyer Interaction Type: Complaint
(b) (6)
Response Email: From: (TSA Contact Center DO NOT REPLY) [email protected] To: (b) (6) Subject: In Response to your inquiry. Body: Thank you for your e-mail regarding your recent travel experience. Because your complaint concerns security screening at a specific airport, we have forwarded a copy of your e-mail to the Customer Service Manager at that airport. TSA monitors the number and nature of complaints we receive to track trends and spot areas of concern that may require special attention. This ongoing process enables us to ensure prompt, corrective action whenever we determine that security-screening policies need modification or specific employees or screener teams are the subjects of repeated complaints.
We hope this information is helpful. TSA Contact Center END RECORD
CONTACT RECORD
EID: 403398 Contact Type: Fulfillment Contact Date: Mar 27 2012 8:57PM Medium: Email Contact Status: Closed Incident Date: Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Not provided Contact Fax: Fulfillment Sent: Mar 28 2012 9:48AM Mail Return Date: Contact Email: (b) (6) Subject: TSA Contact Us: Complaints Body: THIS GENERATED EMAIL HAS BEEN SENT FROM http://www.tsa.gov/contact/index.shtm -----------------------------------------------------------------------------------------------------------Remote Client IP: (b) (6) Date Time: 3/27/2012 8:57:14 PM ------------------------------------------------------------------------------------------------------------
(b) (6)
Name: Email: Complaints:Items Not Permitted Through the Security Checkpoint Flight Info (If applicable. Enter Flight#/Airline/Terminal/Airport/Gate/Etc):Oklahoma city airport Comments:My wife had a decoration in her carry on bag. It was a thin, lite, wooden spoon to decorate a kitchen. She was taking it to her mother and the tsa officer was pretty rude about it. I appreciate having a safe flight but I don't see how an ice skate is safe but a foot long wooden spoon isn't. The lest they could've done was offer to have it placed under the plane for free. Especially considering a reading of the allowed items lead us to believe it would be ok. She had to go ask the united office to hold the decoration until I could make another trip to the airport to get it. Now it'll have to be mailed and with the price of absolutly everything going up I don't want to pay for that too. So I would like to be reimbursed for the postage to send the decoration out. Agent Notes: Reviewed by a Supervisor. We agreed to use TCC General Complaint template because the final decision rests with TSA on whether to allow any items on the plane. Even when emailed said tsa officer was pretty rude about it. Emailer is referring to the item, not to a person. Search Results For:wooden spoon Check or Carry-on You may transport this item in carry-on baggage or in checked baggage. For items you wish to carry-on, you should check with the airline to ensure that the item will fit in the overhead bin or underneath the seat of the airplane. Even if an item is generally permitted, it may be subject to additional screening or not allowed through the checkpoint if it triggers an alarm during the screening process, appears to have been tampered with, or poses other security concerns. The final decision rests with TSA on whether to allow any items on the plane. Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Mar 28 2012 9:50AM Opening Agent: (b) (6) Opened Date: 3/28/2012 9:32:57 AM Linked Event IDs: Responses: Response Template Name: TCC Complaint—General Complaint w Claims
(b) (6)
Airport: OKC Airline: United Airlines Subject Category: Prohibited & Permitted Items - General Interaction Type: Complaint Response Email: From: (TSA Contact Center DO NOT REPLY) [email protected] To: (b) (6) Subject: In Response to your inquiry. Body: Thank you for your e-mail in which you inquire about filing a claim. Enhanced security measures require that all checked baggage undergo some form of screening for prohibited items, and a physical search of luggage is required to clear every alarm. Transportation Security Administration (TSA) screeners are trained to exercise great care during the screening process to ensure that a passenger’s belongings are returned and not damaged when a bag needs to be opened. We regret if these high standards were not met. TSA monitors the number and nature of complaints received to track trends and spot areas of concern that may require special attention. This ongoing process will enable us to ensure prompt, corrective action whenever we determine that security screening policies need modification or specific employees or screener teams are the subject of repeated complaints. TSA is responsible for reviewing all claims relating to the screening of passengers and their baggage. To protect an traveler’s rights under Federal law and to file a valid claim, travelers must send their claim in writing to TSA stating the circumstances of the loss and the exact amount claimed (fair market value of lost or destroyed property, reasonable cost of repair for damaged property), within 2 years after the claim accrued. The claim must be signed by the claimant or an authorized representative (e.g., an attorney or other personal representative with appropriate proof of authority). To file a claim, you may fill out the attached Standard Form 95 (claim form) in accordance with the instructions and return it to the address in box number 1. While use of the form is not mandatory, it may help to ensure that you meet the legal requirements for filing a claim. If you decide to file a claim, it will be processed in accordance with the Federal Tort Claims Act. Once the Claims Management Office (CMO) has received your claim form, you will be sent a letter of acknowledgement and a claim number. You should keep the claim number for future reference when inquiring about your claim. TSA will try to resolve claims as quickly as possible but may need time for further investigation of the facts. If TSA denies your claim, or has not finally resolved it within 6 months after you have filed it, you may have a right to bring your claim to court. You can also access claim forms online at the TSA’s Claims Management Office’s Web site at www.tsa.gov travelers customer claims index.shtm. This Web site also has information related to filing a claim, checking the status of a claim, and other claim-related issues. You can also access this Web site by clicking on the Claims Management Office link in the “Resource Center” on TSA’s homepage at www.tsa.gov. If you have additional questions related to the claims process, you should contact the Claims Management Office at [email protected].
We hope this information is helpful. TSA Contact Center END RECORD
CONTACT RECORD
EID: 408181 Contact Type: Fulfillment Contact Date: Apr 1 2012 1:58PM Medium: Email Contact Status: Closed Incident Date: Mar 30 2012 12:00AM Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Not provided Contact Fax: Fulfillment Sent: Apr 2 2012 11:35AM Mail Return Date: Contact Email: (b) (6) Subject: This is not right Body: I was on a flight on Friday, March 30, 2012 (AA 2407) from OKC to DFW and then DFW to CVG (AA2957). I had one checked bag with a TSA approved lock. I noticed when I got my bag at Cvg that the lock was in a different position, so suspected that it was opened. Sure enough when I got home and opened the suitcase,there was the white note, BUT what was really disturbing was who ever did the "search" took NO CARE to the special contents. There was a bronze statue that was packed with bubble wrap and positioned in the middle of the suitcase and then surrounded by other packing to totally protect the statue. The statue was a thank you gift from the US Air Force for a man that I work with who is retiring next month after 40 plus years with my company. Whoever "repacked" my case did not bother to put the bubble wrap back around the statue, but even worse, just stuck it up against the side of the suitcase. So when I took it out of the suitcase it is now in THREE PIECES. The ear is broken off the horse and the statue is busted off the base. This is just being irresponsible. If you are going to rummage through people belongings, then you should at least have the courtesy to treat them with some respect. Of course if you never have to be concerned about being held accountable, then maybe it just doesn't matter. Thankfully I work for a company that takes a lot of pride in their product, and instills that in the people who work their.
(b) (6)
Agent Notes: Sent to CSM at OKC for review 4-2-12 mnelson Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Apr 2 2012 7:01PM Opening Agent: (b) (6) Opened Date: 4/2/2012 11:29:01 AM Linked Event IDs: Responses: Response Template Name: Missing Damaged Items in Checked Bags NOI Included and Claim Info Airport: OKC Airline: American Airlines Subject Category: Mishandling of Passenger Property - Damaged/Missing Items--Checked Luggage w/ Claim Request Interaction Type: Complaint Response Email: From: (TSA Contact Center DO NOT REPLY) [email protected] To: (b) (6) Subject: In Response to your inquiry. Body: Thank you for your e-mail regarding missing and/or damaged items from your checked baggage The Transportation Security Administration (TSA) is required by law to screen all property, including checked baggage that is loaded onboard commercial passenger aircraft. To ensure the security of the traveling public, it is sometimes necessary for Transportation
Security Officers (TSOs) to conduct hand inspections of checked bags. TSOs receive training in the procedures to properly inspect passenger bags and are required to exercise great care during the screening process so that when bags are opened a passenger’s belongings are returned to the same condition they were found. We regret that you were unsatisfied with the manner in which your bags were handled. Please note that TSA assumes a very limited role with respect to checked baggage handling. We are only responsible for checked baggage from the time it is presented for screening until the time it has been cleared of screening. Once checked baggage has been screened and cleared, airlines are responsible for transporting it to its final destination. As a result, the amount of time checked baggage is under TSA control is relatively short. Many airports have automated in-line baggage screening systems which can screen and clear a bag remotely, resulting in no physical inspection at all. However, if a TSO needs to open and search a checked bag, the TSO will place a Notice of Inspection (NOI) inside the bag to alert the passenger that his or her bag was searched by TSA. Additionally, the NOI contains instructions on what to do if the passenger has a complaint. You may wish to file a claim for missing and/or damaged items by completing a Standard Form 95 (claim form). A claim form will be sent to you within 24 hours of this response. Claim forms are also available on our Web site at www.tsa.gov. If you decide to file a claim, it will be processed in accordance with the Federal Tort Claims Act. Because the complaint concerns security screening at a specific airport, we have forwarded a copy of this e-mail to the Customer Service Manager (CSM) at that location. TSA encourages travelers to pack valuables including jewelry, electronics, money, and fragile items in their carry-on baggage and not in their checked baggage. Passengers are allowed one carry-on in addition to one personal item, such as a laptop computer, purse, small backpack, briefcase, or camera case. This information, along with additional travel tips, is found on the TSA Web site.
We hope this information is helpful. TSA Contact Center END RECORD
CONTACT RECORD
EID: 408609 Contact Type: Normal/General Contact Date: Apr 2 2012 11:22AM Medium: Inbound Call Contact Status: Closed Incident Date: Apr 1 2012 4:37PM Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Complaint Body: Caller traveled on 4/01/2012 from OKC to Houston and then to Philadelphia on United Airlines flight 4931 He had a notice of inspection. His body wash was spilled in his luggage. He said that a lot of air force documents were damaged and the body wash was on his laptop. He did not want to file a claim and he did not want his record sent to the CSM. He said that he just wanted to talk to someone about it. I gave the following information: TSA monitors the number and nature of complaints we receive to track trends and spot areas of concern that may require special attention. This ongoing process will enable us to ensure prompt, corrective action whenever we determine that security screening policies need modification or specific employees or screener teams are the subject of repeated complaints.
Agent Notes: Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Apr 2 2012 11:31AM Opening Agent: (b) (6) Opened Date: 4/2/2012 11:22:15 AM Linked Event IDs: Responses: Response Template Name: General Complaint Response Airport: OKC Airline: United Airlines Subject Category: Mishandling of Passenger Property - Damaged/Missing Items--Checked Luggage w/out Claim Request Interaction Type: Complaint Response Email: END RECORD
CONTACT RECORD
EID: 412638 Contact Type: Normal/General Contact Date: Apr 4 2012 3:40PM Medium: Email Contact Status: Closed Incident Date: Mar 28 2012 12:00AM Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Not provided Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: (b) (6) Subject: TSA Contact Us: Complaints Body: THIS GENERATED EMAIL HAS BEEN SENT FROM http://www.tsa.gov/contact/index.shtm -----------------------------------------------------------------------------------------------------------Remote Client IP: (b) (6) Date Time: 4/4/2012 3:39:59 PM ------------------------------------------------------------------------------------------------------------
Name: Email: Complaints:Inappropriate Screening/Pat Down Screening Flight Info (If applicable. Enter Flight#/Airline/Terminal/Airport/Gate/Etc):Flt 861/american airlines/main?/OKC/4/screening area by gate 16 Comments:I am a federal employee and work for the FAA. I travel frequently for work and I am accustom to the enhanced pat-down procedures that the TSA performs on the public. While I do not feel that this groping is appropriate or warranted I regularly submit to it as I personally do not trust the back-scatter machines and no other option is available. On Wednesday March 28, 2012 I was scheduled to fly home to Alaska from Oklahoma City. I informed the agent at the back-scatter machine that I was "opting-out" (the term the TSA uses for those that wish to not go through the machines) and I was told to wait. A few minutes later, approached and informed me he would be performing the enhanced pat-down procedures. He escorted me to my things, gathered them up, and then over to the pat-down area. This would be the twelfth enhanced pat-down procedure I would endure in the last six months due to my frequent travel. One thing that struck me about (b) (6) was that he seemed rushed, flustered, and not well versed in the pat-down procedure. First off he allowed me to follow him to gather my carry-on and shoes and did not instruct me to not touch them (having done this frequently I see variations in the way TSA does things but usually no so drastic). Then, while going over the procedure with me he did not ask if I had any sensitive areas or medical devices he should be aware of. Not that I would have said anything as I take this question to be in regards to injuries or soar spots and not simply my genitals which had not been touched on numerous other enhanced pat-downs. I should also mention that (b) (6) did not describe the under the belt line portion of the pat-down and when describing the backside-below-the-belt portion he indicated (as customary) that it would be performed with the backs of his hands in a downward motion. (b) (6) then proceeded to pat me down. The pat-down was normal up until the point where he reached into the top of my pants around the belt line. Normally (in every other pat-down I have received) the agent has informed me that now they are going to reach inside my belt line. (b) (6) standing behind me, simply reached in and began inspecting. This shocked me but did not cause me to protests. After finishing up under my belt line (b) (6) keeled behind me and began the backside-below-the-belt inspection with the back of his hands. Starting on the right side with both hands moving down to just below my buttocks, then the left side. At this I assumed he would move to clasp my leg but instead he began at the middle of my lower back with what felt like the tips of his fingers (as opposed to the back of ones hands). As he reached mid-buttock I felt a distinct push against my anus as if he pointed with his index finger, middle finger and thumb and pressed axially into my anus (no downward motion). My cheeks parted and I could feel the fabric of my boxers pressing against my sphincter. I was shocked. I froze for a second but as (b) (6) grasped my leg I told him that was absolutely unacceptable. He stood and told me he was doing the normal procedure and that if I did not wish to submit to the procedure he would have me escorted from the airport. He then asked me if I wished to continue. I said that I felt he assaulted me and that I would like to speak to his manager. He went and got another TSA agent and the new agent returned and accosted me that if I did not allow (b) (6) to complete the patdown they would call the police and have me escorted from the airport. I told the new agent that I would not allow (b) (6) to touch me
(b) (6)
(b) (6)
as he had already touched me inappropriately and I tried to explain how. The new agent cut me off and said that of course he would touch me there in that way, where did I think terrorists hide things. He then asked if I wished to submit to the pat-down or should he call the police. I said call the police as I have been sexually assaulted and I wish to file a report. They said very well and walked over to speak to another agent. Shortly after, two Oklahoma Police Officers arrived. At no time during the incident did the TSA acknowledged my claim of having been assaulted. In a discussion with the new agent and a police officer I demonstrated on the TSA agents chest what (b) (6) had done to me and asked if that was part of the appropriate procedure. He would not answer. I then asked if either of them (the new agent and the police officer) would like that to happen to themselves to which the TSA agent held that it was a necessary procedure to ensure the public's safety (the police officer said no). I told them that I had gone through many enhanced pat-down procedures and I had never had my anus touched like this. That it was not an option for me to miss my flight and I would submit to a pat-down by another agent with the police present. The new agent proceed to pat me down, this time with out touching my anus. I was asked to provide my drivers license and boarding pass. The agent went away with it and came back a few minutes later and said I could go. I asked for (b) (6) name and ID number as I intended to file assault charges (I had asked for these several times and was told that I could not have them). A manager finally arrived and provided me with a comment card. I informed him of my request for the agents name and number and he asked me what for. I said so that I could identify him, by name and ID number, if I decided to pursue legal action. He told me to use his name and ID number. I said that would not be acceptable. He went away and came back with the agent's name and ID number written on a piece of paper. The entire name release episode, in my opinion, is very unprofessional. A government representative should never try and conceal their identity or that of their subordinate, especially in situations like these. Agent Notes: Sent to CSM at OKC for review on 04/04/12.(b) (6) Follow Up: The passenger filed charges of sexual assault with OKC PD. Pending the outcome of the investigation, we will be in contact with this passenger. Sincerely,
(b) (6)
TSA SHM/CSQIM/ICMS Coordinator Will Rogers World Airport -OKC Lawton/Ft. Sill Regional Airport - LAW Office: 405-702 (b) (6) Cell: (b) (6) "A subtle thought in error may yet give rise to fruitful inquiry that can establish truths of great value." - Isaac Asimov Questions and Comments? Visit: TSA.gov, Evolution of Security Blog, Got Feedback?
-----Original Message----From: [email protected] [mailto:[email protected]] Sent: Wednesday, April 04, 2012 7:03 PM To: (b) (6) Subject: The following event #412638 should be reviewed. The customers information has been attached to this email. If the file is password-protected, then please use the CSM password (located on the OSO Trusted Source Site) to open the file. NOTICE: This communication, along with any attachments, is covered by Federal and State law governing electronic communications and may contain confidential and legally privileged information. If the reader of this message is not the intended recipient, you are hereby notified that any dissemination, distribution, use or copying of this message is strictly prohibited. If you have received this in error, please reply immediately to the sender and delete this message. NOTICE: The information contained in this message and any attachments is privileged and confidential and therefore protected from disclosure. If the reader of this message is not the intended recipient, or an employee or agent who is responsible for delivering this message to the intended recipient, you are hereby notified that any dissemination, distribution or copying of this communication is strictly prohibited. Senture does not accept liability for changes to this message after it was sent. The views expressed in this e-mail do not necessarily reflect the views of the company. If you have received this communication in error, please notify the sender immediately by replying via e-mail to this message and deleting this information from your computer.
To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Apr 5 2012 2:32PM Opening Agent: (b) (6) Opened Date: 4/4/2012 5:19:57 PM
Linked Event IDs: Responses: Response Template Name: Pat Down Screening Complaint - BCC CSM Airport: OKC Airline: American Airlines Subject Category: Patdown - Flyer Interaction Type: Complaint Response Email: From: (TSA Contact Center DO NOT REPLY) [email protected] To: (b) (6) Subject: In Response to your inquiry. Body: Thank you for your e-mail regarding your screening experience. The Transportation Security Administration (TSA) seeks to provide a high level of security and customer service to those who pass through our screening checkpoints. Our policies and procedures focus on ensuring that all passengers, regardless of their personal situations and needs, are treated with dignity, respect, and courtesy. Every person and item must be screened before entering the secured area of an airport, and the manner in which the screening is conducted is important. Transportation Security Officers (TSOs) must conduct additional screening to resolve an alarm of the WalkThrough Metal Detector (WTMD) or to resolve an anomaly discovered during Advanced Imaging Technology (AIT) screening. All TSOs are required to be considerate and thoughtful and are trained to explain what they are doing and what will happen next in the process. TSA regrets if this was not your experience. In addition, passengers may request a private screening if additional screening is required or at any time during the screening process. A companion may accompany a passenger who needs assistance to the private screening after the companion clears screening. In addition, screeners should offer a private screening before beginning a patdown inspection that will require displacing or lifting clothing. Passengers may choose to remain in the public area rather than go to a private area for screening, however, passengers who refuse screening in the public or private area will not be permitted to enter the secured area. Because your complaint concerns the conduct of TSOs at a specific airport we have forwarded a copy of your letter to the Customer Service Manager (CSM) at that location. Passengers may register a concern or complaint with security through the TSA CSM or TSA supervisory personnel at each airport. Customer Service Managers may be contacted via the “Talk to TSA” section of the TSA Web site at https: contact.tsa.dhs.gov talktotsa talktotsa.aspx. TSA monitors the number and nature of complaints we receive in order to track trends and spot areas of concern that may require special attention. This ongoing process enables us to ensure prompt, corrective action whenever we determine that security screening policies need modification or specific employees or screener teams are the subjects of repeated complaints. We consider your concerns to be a serious issue for our attention. TSA appreciates that you took the time to share your concerns with us. We are confident that through the concerns brought to us by the traveling public, we will be better able to address problem areas with corrective action.
We hope this information is helpful. TSA Contact Center END RECORD
CONTACT RECORD
EID: 415952 Contact Type: Normal/General Contact Date: Apr 8 2012 11:15AM Medium: Email Contact Status: Closed Incident Date: Apr 5 2012 12:00AM Contact Prefix: Contact First Name: Not provided Contact Middle Initial: Contact Last Name: Not provided Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Not provided Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: (b) (6) Subject: Descent Too Quick Body: I feel like United Airlines descended too fast on my recent flight, 4/5/12 from Houston to Oklahoma City and also on my flight back, 4/7/12 from Oklahoma City to Houston. Both times during descent I had severe pain in the left side of my forehead and left eye. It subsided upon landing. I have flown for years and this has never happened. Thanks. Agent Notes: They are two airports at Houston. Emailer also came from OKC Airport on 04/07/12 Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Apr 9 2012 12:14PM Opening Agent: (b) (6) Opened Date: 4/9/2012 12:09:46 PM Linked Event IDs: Responses: Response Template Name: Refer to Airline Airport: OKC Airline: Subject Category: Airline - Policy/Regulations/Service Interaction Type: Complaint Response Email: From: (TSA Contact Center DO NOT REPLY) [email protected] To:(b) (6) Subject: In Response to your inquiry. Body: Thank you for your e-mail regarding your recent air travel experience. The Transportation Security Administration (TSA) is responsible for developing requirements and policies for security in the aviation system. TSA employees are responsible for all passenger and baggage screening to ensure that prohibited items are not placed on board aircraft. We recommend you contact your airline, as consumer and service-related matters are handled directly between the passenger and the airline. If the airline does not satisfy your inquiry, the U.S. Department of Transportation’s Aviation Consumer Protection Division operates a complaint handling system for consumers who experience air travel service problems and provides a 24-hour hotline at (202) 366-2220 (TTY (202) 366-0511) to record complaints. You may also e-mail [email protected] or write to: Aviation Consumer Protection Division U.S. Department of Transportation 400 Seventh Street, SW, Room 4107, C-75 Washington, DC 20590
We hope this information is helpful. TSA Contact Center END RECORD
CONTACT RECORD
EID: 425233 Contact Type: Normal/General Contact Date: Apr 16 2012 12:20PM Medium: Email Contact Status: Closed Incident Date: Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Not Provided Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: (b) (6) Subject: TSA Contact Us: Complaints Body: THIS GENERATED EMAIL HAS BEEN SENT FROM http://www.tsa.gov/contact/index.shtm -----------------------------------------------------------------------------------------------------------Remote Client IP: (b) (6) Date Time: 4/16/2012 12:19:14 PM ------------------------------------------------------------------------------------------------------------
Name: Email: Complaints:Inconsistent Screening (Different Practices between Airports) Flight Info (If applicable. Enter Flight#/Airline/Terminal/Airport/Gate/Etc):Southwest 1982 from OKC to DAL gate 14 Comments:OKC now has a single millimeter wave scanner. Everyone was being screened through the MMW unless they opted for a patdown. This created an unusually long delay. Other airports with a MMW have employed both the original metal detectors and the MMW device to keep the line moving. I was also informed by a tsa employee that OKC will be eliminating the metal detectors. My concern is the single MMW device will lead to further delays as each passenger appeared to take an average of 10 to 15 seconds to go through the machine as opposed to 3-5 seconds for a metal detector. Multiply the difference by thousands of passengers and the delays mount. I did miss my flight. The plane was leaving just as I arrived at the gate. Having flown through OKC many times, the security wait this time was unusually long. In my opinion, this was due to every passenger being sent through the MMW scanner. Agent Notes: Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Apr 16 2012 4:28PM Opening Agent: (b) (6) Opened Date: 4/16/2012 4:21:16 PM Linked Event IDs: Responses: Response Template Name: TCC Comment Reply Response Airport: OKC Airline: Southwest Airlines Subject Category: Advanced Imaging Technology (AIT) - General Interaction Type: Complaint
(b) (6)
Response Email: From: (TSA Contact Center DO NOT REPLY) [email protected] To: (b) (6) Subject: In Response to your inquiry. Body: Thank you for your recent comments regarding the Transportation Security Administration (TSA). TSA and its employees take their responsibility of securing our Nation’s transportation systems very seriously. We are constantly working hard to improve security. TSA continues to receive many suggestions and comments for improving all facets of security systems and they all are taken into consideration. We are committed to refining our screening processes, resulting in increased security and improved customer service. You may wish to submit future feedback to the TSA Blog, “Evolution of Security,” which can be found at www.tsa.gov blog. The purpose of this blog is to facilitate an ongoing dialogue on innovations in security, technology, and the checkpoint screening process. We appreciate that you took the time to share your concerns with us and hope this information is helpful.
TSA Contact Center END RECORD
CONTACT RECORD
EID: 429283 Contact Type: Normal/General Contact Date: Apr 18 2012 6:40PM Medium: Email Contact Status: Closed Incident Date: Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: not provided Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: (b) (6) Subject: TSA Contact Us: Complaints Body: THIS GENERATED EMAIL HAS BEEN SENT FROM http://www.tsa.gov/contact/index.shtm -----------------------------------------------------------------------------------------------------------Remote Client IP: (b) (6) Date Time: 4/18/2012 6:39:59 PM ------------------------------------------------------------------------------------------------------------
Name: Email: Complaints:Inconsistent Screening (Different Practices between Airports) Flight Info (If applicable. Enter Flight#/Airline/Terminal/Airport/Gate/Etc):Screening area near United Airlines ticket counter. Comments:I am an FAA employee and have consistently been allowed to opt for the metal detector instead of the x-ray screening device at U. S. airports EXCEPT for Oklahoma City. Today, in Oklahoma City, I was required to go through a pat down instead of going through the metal detector even though the metal detector is an approved device. I displayed my FAA identification at all times and identified myself as an FAA employee. I am not an Aviation Safety Inspector with 110A credentials. However, my FAA ID allows me access to secure facilities like air traffic control towers and radar facilities. Oklahoma City TSA should revise their practices to conform with TSA practices in other parts of the country. Agent Notes: Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Apr 18 2012 8:30PM Opening Agent: (b) (6) Opened Date: 4/18/2012 8:15:20 PM Linked Event IDs: Responses: Response Template Name: AIT Privacy Health and Opt Out Concerns Airport: OKC Airline: Subject Category: Screening - Procedures/Process Interaction Type: Complaint Response Email: From: (TSA Contact Center DO NOT REPLY) [email protected] To: (b) (6) Subject: In Response to your inquiry. Body: Thank you for contacting the Transportation Security Administration (TSA) regarding passenger screening and the use of Advanced
(b) (6)
Imaging Technology (AIT). AIT is a classification that covers two similar technologies, millimeter wave and backscatter. Both systems work in a similar way to give Transportation Security Officers (TSOs) a virtual image of a passenger that conspicuously highlights potentially dangerous items. AIT gives TSA a way to detect a wide variety of threats, including suicide vests and other improvised explosive devices that may be hidden under passengers’ clothing and cannot be detected by walk-through metal detectors. AIT enhances security, reduces the need for patdown searches for passengers with joint replacements and other medical conditions, and improves passenger convenience and comfort. Millimeter wave systems project beams of non-ionizing radio frequency energy over the passenger’s body surface; the beams do not penetrate the skin. The radio frequency energy reflected back from the body and other objects on the body is used to construct a threedimensional image. The energy the system projects is thousands of times less than a cell phone transmission. The backscatter x-ray system works by scanning the surface of a passenger’s body with a narrow, low-dose, low-energy x-ray beam. This system uses ionizing radiation the type people usually think of as “radiation.” However, the radiation levels are far below those of a hospital x-ray machine and any level that might constitute a health concern. The amount of radiation from a backscatter screening system is equivalent to the exposure each person receives in about 2 minutes of airplane flight at altitude or the amount the person receives in about an hour due to naturally occurring background radiation at ground level. The extremely low dose of radiation from the entire spectrum of TSA screening technology is inconsequential, even to frequent flyers who undergo repeated screenings. When evaluating new screening technologies, TSA performs independent studies and evaluations to verify the systems meet regulatory and national consensus standards to ensure the health and safety of the traveling public. This testing takes into account special populations that are more sensitive to radiation, such as children, persons receiving radiation treatment for medical conditions, and pregnant and potentially pregnant women, as well as employees who work near the equipment. All screening systems fully comply with Federal safety requirements, and measured radiation levels for each are well below limits established by the U.S. Food and Drug Administration and the U.S. Occupational Safety and Health Administration. TSA is sensitive to passengers’ concerns about protecting their privacy as it relates to the security screening process, particularly the use of AIT. Rigorous privacy safeguards are in place to protect passenger privacy and ensure anonymity. All images generated by imaging technology are viewed in an area not visible to the public. The officer assisting the passenger never sees the image, and the officer viewing the image never interacts with the passenger. The imaging technology that TSA uses in airports cannot store, export, print, or transmit images and no cameras, cellular telephones, or other devices capable of capturing images are permitted in the image viewing area. To further protect passenger privacy, all facial images are blurred. Privacy and security are not mutually exclusive, and TSA has had an ongoing dialogue with privacy groups on these issues. AIT is an effective tool in detecting terrorist threats and another tool in our layered approach to security. Screenings using AIT are voluntary. Individuals who do not wish to be screened by this technology will be required to undergo alternative screening, including a thorough patdown. Signs are posted in front of each AIT location advising passengers of this right. However, if an adult accompanying a child 12 years old or younger opts out of AIT screening on the child’s behalf, the child will receive a modified patdown. TSA never separates a child from an accompanying adult. The adult may observe the entire patdown process and may assist by holding the child’s hand. Please be assured that TSOs are trained to conduct these procedures professionally and respectfully.
We hope this information is helpful. TSA Contact Center END RECORD
CONTACT RECORD
EID: 432556 Contact Type: Normal/General Contact Date: Apr 22 2012 7:14AM Medium: Email Contact Status: Closed Incident Date: Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: (b) (6) Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Not provided Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: (b) (6) Subject: TSA Contact Us: Complaints Body: THIS GENERATED EMAIL HAS BEEN SENT FROM http://www.tsa.gov/contact/index.shtm -----------------------------------------------------------------------------------------------------------Remote Client IP: (b) (6) Date Time: 4/22/2012 7:14:18 AM ------------------------------------------------------------------------------------------------------------
Name: (b) (6) Email: (b) (6) Complaints:Long Lines / Lengthy Wait at Checkpoint Flight Info (If applicable. Enter Flight#/Airline/Terminal/Airport/Gate/Etc):My wife and I just missed United 5277Y because of the long wait at the only TSA gate that was open in the OKC airport. Comments:We are on standby and may be stuck at the airport. Great way to start our honeymoon. And we arrived 1:15 prior to our flight departure time. Please look into the staffing levels here and we would like an apology. Agent Notes: Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Apr 23 2012 2:03PM Opening Agent: (b) (6) Opened Date: 4/23/2012 1:56:50 PM Linked Event IDs: Responses: Response Template Name: Lengthy Wait Times at Airports Airport: OKC Airline: United Airlines Subject Category: Screening - Lengthy Lines Interaction Type: Complaint Response Email: From: (TSA Contact Center DO NOT REPLY) [email protected] To: (b) (6) Subject: In Response to your inquiry. Body: Thank you for your e-mail regarding airport wait times. The Transportation Security Administration (TSA) develops requirements and policies for the security of our Nation’s transportation systems. Some of these requirements are met by airports, air carriers, railroads, port authorities, and other transportation system
entities. Airports are responsible for security of airport access. Air carriers are responsible for passengers prior to entering checkpoints, controlling gate access, and controlling baggage before and after screening. TSA employees are responsible for all passenger and baggage screening to ensure that prohibited items are not placed on board aircraft. TSA is responsible for the area beginning at the security checkpoint leading into the secured area. The area leading up to the security checkpoint is regulated by the airport and the airlines assigned to that particular terminal. TSA consults regularly with its various partners to effectively integrate their respective security responsibilities. One of TSA’s primary goals is minimizing passenger wait times at our Nation’s airports without adversely affecting the highest levels of security required in today’s aviation environment. TSA continues to work with all stakeholders to determine industry changes in schedules and service so that we can provide the workforce, processes, and procedures to ensure high levels of security and customer service. While customers may experience varying wait times at each airport, TSA works with its stakeholder partners to reduce wait times, especially during the higher-volume travel months. In addition, passengers should consult arrival times with their individual airline, and we recommend arriving at least 2 hours in advance of flight time to allow ample time for security screening and boarding of aircraft.
We hope this information is helpful.
TSA Contact Center END RECORD
CONTACT RECORD
EID: 433367 Contact Type: Fulfillment Contact Date: Apr 23 2012 12:15PM Medium: Inbound Call Contact Status: Closed Incident Date: Apr 23 2012 6:45AM Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Apr 23 2012 1:36PM Mail Return Date: Contact Email: (b) (6) Subject: Missing Carry Items Body: Caller stated that she flew from OKC on 4 23 12 for a 6:45 United Airlines fligh 6421 to San Francisco. Caller stated that she was on the east side of security, however she does not know what gate or terminal. Caller stated that when going through screening that she placed all of her items in the bin. Caller stated at that point the agent made her remove her watch and her scarf. Caller said that she assumed the agent sent the items through for screening, Caller stated that the lines were very long and she was in a hurry not to miss her flight. Caller said that she did not notice that her watch and scarf was not with her other items.
Resoluttion: Provided caller the number to the lost and found in the event the items were turned in.
Oklahoma City Oklahoma City Will Rogers World Airport 405-702-7501
TSA regrets that you found items missing and or damaged from your carry-on luggage. You may wish to file a claim for missing and or damaged items by completing a Standard Form 95 (claim form). A claim form will be sent to you within 24 hours of this response. Because the complaint concerns security screening at a specific airport, we have forwarded a copy of this e-mail to the Customer Service Manager (CSM) at that location. Emailed caller a claim form per her request in the event her item arent at the lost and found. Agent Notes: Sending to the CSM at Will Rogers for review and notification.(b) Follow Up: Her items are in L/F. I have contacted her and arranged return.
(b) (6)
(6) TCC Supervisor 4-22-12
(b) (6)
TSA SHM/CSQIM/ICMS Coordinator Will Rogers World Airport -OKC Lawton/Ft. Sill Regional Airport - LAW Office: 405-702 (b) (6) Cell (b) (6) "Fall down seven times, get up eight." - Japanese proverb Questions and Comments? Visit: TSA.gov, Evolution of Security Blog, Got Feedback?
-----Original Message----From: [email protected] [mailto:[email protected]] Sent: Monday, April 23, 2012 12:45 PM To: (b) (6) Subject: The following event #433367 should be reviewed.
Customer Service Manager: The following e-mail is being forwarded to you for review from the TCC. Please contact the traveler to resolve the issues addressed in their e-mail message included below. Also, please reply to the message that was forwarded to you and describe the resolution that you provided. This will send the traveler’s original message and your response to TCC Supervisors so they may update and close the record accordingly. The customer's information has been attached to this email. If the file is password-protected, then please use the CSM password (located on the OSO Trusted Source Site) to open the file. Thank you, TSA Contact Center Representative NOTICE: The information contained in this message and any attachments is privileged and confidential and therefore protected from disclosure. If the reader of this message is not the intended recipient, or an employee or agent who is responsible for delivering this message to the intended recipient, you are hereby notified that any dissemination, distribution or copying of this communication is strictly prohibited. Senture does not accept liability for changes to this message after it was sent. The views expressed in this e-mail do not necessarily reflect the views of the company. If you have received this communication in error, please notify the sender immediately by replying via e-mail to this message and deleting this information from your computer. To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Apr 24 2012 3:31PM Opening Agent: (b) (6) Opened Date: 4/23/2012 12:15:22 PM Linked Event IDs: Responses: Response Template Name: Missing or Damaged Items in Carry-on Bag + Claim Form Info Airport: OKC Airline: United Airlines Subject Category: Mishandling of Passenger Property - Damaged/Missing Items--Checked Luggage w/ Claim Request Interaction Type: Complaint Response Email: END RECORD
CONTACT RECORD
EID: 435199 Contact Type: Fulfillment Contact Date: Apr 24 2012 12:23PM Medium: Inbound Call Contact Status: Closed Incident Date: Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Apr 24 2012 1:50PM Mail Return Date: Contact Email: (b) (6) Subject: Missing Cookbooks Body: Caller flew Monday from Oklahoma to Denver to Portland. She has an NOI. She had 10 cookbooks to sell that she is selling to raise money for an orphanage. She is missing one of those. Caller was very disappointed that this item is missing. She said this makes it harder on all the TSA agents when one is stealing from passengers.
(b) (6)
I apologized to the caller, gave her the lost and found number, and emailed the claim and instructions. I told her I would send this to the CSM for review. I sent this because she was so upset about it. Oklahoma City Will Rogers World Airport 405-702-7501 Agent Notes: Sending to the CSM at Will Rogers for review and notification. Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Apr 24 2012 3:24PM Opening Agent: (b) (6) Opened Date: 4/24/2012 12:23:18 PM Linked Event IDs:
(b) (6)TCC Supervisor 4-24-12
Responses: Response Template Name: Missing Damaged Items in Checked Bags NOI Included and Claim Info Airport: OKC Airline: Subject Category: Mishandling of Passenger Property - Damaged/Missing Items--Checked Luggage w/ Claim Request Interaction Type: Complaint Response Email: END RECORD
CONTACT RECORD
EID: 436590 Contact Type: Fulfillment Contact Date: Apr 25 2012 10:49AM Medium: Inbound Call Contact Status: Closed Incident Date: Apr 24 2012 10:45AM Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Apr 25 2012 11:16AM Mail Return Date: Contact Email: (b) (6) Subject: Screening Of Baggage Body: Caller flew from Oklahoma City OK to DFW with a connecting flight to Norfolk Virginia on American Airlines . Caller stated her luggage was inspected and there was a notice of inspection inside her luggage. Caller stated items was damaged in her luggage and everything was everywhere. Caller stated a ring box was torn all to pieces and a box of sand was all over her clothes and the peacock feathers was torn to pieces. Incident happened:04-24-2012@10:45am Airport:OKC Airline:American Airlines Flight number:1649 Baggage claim number:AA695947 Caller just wanted to let us know the incident Agent Notes: Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Apr 25 2012 11:02AM Opening Agent: (b) (6) Opened Date: 4/25/2012 10:49:01 AM Linked Event IDs: Responses: Response Template Name: Claims Process and Status--Generic Airport: OKC Airline: American Airlines Subject Category: Mishandling of Passenger Property - Damaged/Missing Items--Checked Luggage w/ Claim Request Interaction Type: Complaint Response Email: END RECORD
CONTACT RECORD
EID: 441852 Contact Type: Fulfillment Contact Date: Apr 30 2012 9:18AM Medium: Inbound Call Contact Status: Closed Incident Date: Apr 22 2012 2:30PM Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Apr 30 2012 10:48AM Mail Return Date: Contact Email: (b) (6) Subject: missing shoes Body: Caller flew from OKC to MDY to ORD with United flight 6231 on April 22nd and checked her bag in around 2:30pm and then from ORD to BWI and when caller opened her bag she had a NOI and her shoes were not returned to her bag. Caller wants to know how to get the shoes back or what the process is.
To file a claim, you may fill out the attached Standard Form 95 (claim form) in accordance with the instructions and return it to the address in box number 1. lost and found Oklahoma City Will Rogers World Airport 405-702-7501 Agent Notes: Follow Up: To TSOC Date: From TSOC Date: Last Updated By: Last Update Date: Apr 30 2012 9:30AM Opening Agent: (b) (6) Opened Date: 4/30/2012 9:18:57 AM Linked Event IDs:
(b) (6)
Responses: Response Template Name: TCC Complaint—General Complaint w Claims Airport: OKC Airline: United Airlines Subject Category: Mishandling of Passenger Property - Damaged/Missing Items--Checked Luggage w/ Claim Request Interaction Type: Complaint Response Template Name: Lost Found Unattended Baggage in Airports Airport: OKC Airline: United Airlines Subject Category: Lost and Found - TSA Interaction Type: Information Response Email: END RECORD
CONTACT RECORD
EID: 441879 Contact Type: Fulfillment Contact Date: Apr 30 2012 9:30AM Medium: Inbound Call Contact Status: Closed Incident Date: Apr 25 2012 6:10PM Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Apr 30 2012 10:48AM Mail Return Date: Contact Email: (b) (6) Subject: Missing Eye Serum Body: Caller stated that she fly on United flight 6231on 4/25/12. Caller stated that she had a NOI in her luggage and she is now missing a 90.00 bottle of eye serum. Caller was wanting the number to the lost and found.
Resolution: Provided caller the below number in the event the item was left out during inspection. Oklahoma City Will Rogers World Airport 405-702-7501
To file a claim, you should fill out the Standard Form 95 (claim form) in accordance with the instructions and return it by fax or postal mail. Advised caller that a claim form will be sent her within 24 hours. Agent Notes: Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Apr 30 2012 9:36AM Opening Agent: (b) (6) Opened Date: 4/30/2012 9:30:50 AM Linked Event IDs: Responses: Response Template Name: Checked Baggage - How to File a Claim for Damaged Missing Items Airport: OKC Airline: United Airlines Subject Category: Mishandling of Passenger Property - Damaged/Missing Items--Checked Luggage w/ Claim Request Interaction Type: Complaint Response Email: END RECORD
CONTACT RECORD
EID: 450476 Contact Type: Fulfillment Contact Date: May 5 2012 11:40AM Medium: Inbound Call Contact Status: Closed Incident Date: May 4 2012 6:13AM Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: May 5 2012 3:08PM Mail Return Date: Contact Email: (b) (6) Subject: Lock missing Body: Caller flew to Boise, ID yesterday from OKC and his bag is missing the TSA lock. Caller has the NOI inside his bag. Flight #not available Gate # not available Baggage Tag #not available. Response: You may file a claim with TSA by completing a Standard Form 95 (claim form) in accordance with the instructions. A claim form will be sent to you within 24 hours of this response. Claim forms are also available on our Web site at www.tsa.gov. Advised caller TSA is required to clear all alarms and will place a NOI inside a passengers bag anytime a hand inspection is required. Once TSA’s Claims Management Office receives the completed claim form, they will send a letter of acknowledgement and a claim number. You should keep your claim number for future reference when inquiring about their claim. Agent Notes: Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: May 5 2012 11:48AM Opening Agent: (b) (6) Opened Date: 5/5/2012 11:40:10 AM Linked Event IDs: Responses: Response Template Name: Damaged or Missing TSA-Recognized Locks Claims Request Airport: OKC Airline: Southwest Airlines Subject Category: Locks - Missing or Damaged Lock--Claim Request Interaction Type: Complaint Response Email: END RECORD
CONTACT RECORD
EID: 453056 Contact Type: Fulfillment Contact Date: May 7 2012 3:47PM Medium: Email Contact Status: Closed Incident Date: May 4 2012 10:34AM Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: (b) (6) Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Not Provided Contact Fax: Fulfillment Sent: May 7 2012 7:13PM Mail Return Date: Contact Email: (b) (6) Subject: TSA Contact Us: Complaints Body: THIS GENERATED EMAIL HAS BEEN SENT FROM http://www.tsa.gov/contact/index.shtm -----------------------------------------------------------------------------------------------------------Remote Client IP: (b) (6) Date Time: 5/7/2012 3:46:44 PM ------------------------------------------------------------------------------------------------------------
Name: Email: Complaints:Damaged or Missing items in Checked or Carry-on Baggage Flight Info (If applicable. Enter Flight#/Airline/Terminal/Airport/Gate/Etc):Delta Airlines Flight 5487 from Oklahoma City will Roger's Airport to Detroit, Friday May 4, 2012 at 10:34 A.M. Comments:For the 2nd time in two years at the same exact airport, I had purchased two 32 ounce bottles of Rudy's BBQ Sauce. One bottle was wraped in clothing and placed in the plastic zippered area of my suitcase. The other was wrapped in a pair of jeans and placed on the otherside of my suitcase. TSA unzipped the one zipped section, unwrapped the bottle, and placed it next to the other bottle without protecting. Upon arrival at home, I checked my suitcase and the glass bottles were broken causing two shirts and a expensive pair of dress slacks to be cut and BBQ sauce all over my white shirts and 3 suit coats. This is the 2nd incident in two years at the same airport that they did not protect what they disturbed. I am very upset with the professionalism demonstrated by the TSA. Agent Notes: Sending to the CSM at Will Rogers for review and notification. (b) (6) TCC Supervisor 05-07-12 Follow Up: I Reviewed checked baggage logs and video. Observed passenger's flimsy black/blue rollaboard during secondary inspection. Officer conducted a targeted search, opened the bag that appeared to be full of casual clothes and located a PAPER bag containing a large jar of barbeque sauce wrapped in a pair of jeans. After screening the barbeque sauce, he replaced the jar back in the paper sack, placed it back in the jeans, and the jeans in the middle of the suitcase just as he found it. At no time did he open a plastic zippered area of the suitcase or pick up a second bottle. I will e-mail the passenger with a similar response.
(b) (6)
(b) (6)
TSA SHM/CSQIM/ICMS Coordinator Will Rogers World Airport -OKC Lawton/Ft. Sill Regional Airport - LAW Office: 405-702 (b) (6) Cell: (b) (6) "Fall down seven times, get up eight." - Japanese proverb Questions and Comments? Visit: TSA.gov, Evolution of Security Blog, Got Feedback?
-----Original Message----From: [email protected] [mailto:[email protected]] Sent: Monday, May 07, 2012 5:44 PM To: (b) (6) Subject: The following event #453056 should be reviewed.
Customer Service Manager: The following e-mail is being forwarded to you for review from the TCC. Please contact the traveler to resolve the issues addressed in their e-mail message included below. Also, please reply to the message that was forwarded to you and describe the resolution that you provided. This will send the traveler’s original message and your response to TCC Supervisors so they may update and close the record accordingly. The customer's information has been attached to this email. If the file is password-protected, then please use the CSM password (located on the OSO Trusted Source Site) to open the file. Thank you, TSA Contact Center Representative NOTICE: The information contained in this message and any attachments is privileged and confidential and therefore protected from disclosure. If the reader of this message is not the intended recipient, or an employee or agent who is responsible for delivering this message to the intended recipient, you are hereby notified that any dissemination, distribution or copying of this communication is strictly prohibited. Senture does not accept liability for changes to this message after it was sent. The views expressed in this e-mail do not necessarily reflect the views of the company. If you have received this communication in error, please notify the sender immediately by replying via e-mail to this message and deleting this information from your computer. To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: May 10 2012 5:52PM Opening Agent: (b) (6) Opened Date: 5/7/2012 5:25:05 PM Linked Event IDs: Responses: Response Template Name: General Complaint and We Regret Airport: OKC Airline: Delta Subject Category: Mishandling of Passenger Property - Damaged/Missing Items--Checked Luggage w/ Claim Request Interaction Type: Complaint Response Email: From: [email protected] To: (b) (6) Subject: The following event #453056 should be reviewed. Body:
Customer Service Manager: The following e-mail is being forwarded to you for review from the TCC. Please contact the traveler to resolve the issues addressed in their e-mail message included below. Also, please reply to the message that was forwarded to you and describe the resolution that you provided. This will send the traveler’s original message and your response to TCC Supervisors so they may update and close the record accordingly. The customer's information has been attached to this email. If the file is password-protected, then please use the CSM password (located on the OSO Trusted Source Site) to open the file. Thank you, TSA Contact Center Representative END RECORD
CONTACT RECORD
EID: 453791 Contact Type: Normal/General Contact Date: May 7 2012 11:04PM Medium: Email Contact Status: Closed Incident Date: May 7 2012 12:00AM Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Not Provided Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: (b) (6) Subject: TSA Contact Us: Complaints Body: THIS GENERATED EMAIL HAS BEEN SENT FROM http://www.tsa.gov/contact/index.shtm -----------------------------------------------------------------------------------------------------------Remote Client IP: (b) (6) Date Time: 5/7/2012 11:04:01 PM ------------------------------------------------------------------------------------------------------------
Name: Email: Complaints:Damaged or Missing items in Checked or Carry-on Baggage Flight Info (If applicable. Enter Flight#/Airline/Terminal/Airport/Gate/Etc):1282, american airlines from OKC to JAX, on 5/7/2012 Comments:When i arrived a brand new bottle of lotion, shsmpoo and conotioner were left open in my plastic zip lock bag the bag leaked on a new dress and a pair of jeans. This is the second time this has happened in the past year. Agent Notes: Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: May 8 2012 9:01AM Opening Agent: (b) (6) Opened Date: 5/8/2012 8:30:43 AM Linked Event IDs: Responses: Response Template Name: Missing Damaged Items in Checked Luggage NOI Not Included Airport: OKC Airline: American Airlines Subject Category: Mishandling of Passenger Property - Damaged/Missing Items--Checked Luggage w/ Claim Request Interaction Type: Complaint Response Email: From: (TSA Contact Center DO NOT REPLY) [email protected] To: (b) (6) Subject: In Response to your inquiry. Body: Thank you for your e-mail regarding missing and/or damaged items for your checked baggage. The Transportation Security Administration (TSA) regrets that you found items missing and/or damaged from your checked luggage. TSA is required by law to screen all property, including checked baggage, that is brought onboard commercial passenger aircraft. To ensure the security of the traveling public, it is sometimes necessary for Transportation Security Officers (TSOs) to conduct hand
(b) (6)
inspections of checked bags. TSOs receive training in the procedures to properly inspect passenger bags, and are required to exercise great care during the screening process so that when bags are opened passenger’s belongings are returned to the same condition they were found. Please note that TSA assumes a very limited role with respect to checked baggage handling. We are only responsible for checked baggage from the time it is presented for screening until the time it has been cleared of screening. Once checked baggage has been screened and cleared, airlines are responsible for transporting it to its final destination. As a result, the amount of time checked baggage is under TSA control is relatively short. Many airports have automated in-line baggage screening systems which can screen and clear a bag remotely, resulting in no physical inspection at all. However, if a TSO needs to open and search a checked bag, the TSO will place a Notice of Inspection (NOI) inside the bag to alert the passenger that his or her bag was searched by TSA. Additionally, the NOI contains instructions on what to do if the passenger has a complaint. The lack of an NOI suggests that TSA might have never physically opened a passenger’s luggage. TSA encourages travelers to pack valuables including jewelry, electronics, money, and fragile items in their carry-on baggage and not in their checked baggage. Passengers are allowed one carry-on in addition to one personal item, such as a laptop computer, purse, small backpack, briefcase, or camera case. This information, along with addition travel tips, is found on the TSA Web site at www.tsa.gov.
We hope this information is helpful. TSA Contact Center END RECORD
CONTACT RECORD
EID: 465580 Contact Type: Normal/General Contact Date: May 15 2012 6:02PM Medium: Inbound Call Contact Status: Closed Incident Date: May 11 2012 4:15PM Contact Prefix: Contact First Name: Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Damaged Luggage Body: Caller's luggage was delivered to her by a courier. She said that TSA ripped her luggage apart to get into it.
(b) (6)
(b) (6)
Information Airport- Oklahoma City Airline- Southwest Flight#- 2326 Location- Gate 16 The NOI OKC May 11 2012 3:14 T7 Told the caller that she is welcome to file a claim. She could get that off of our website at www.tsa.gov. Told her that once she fills it out and sends it in it will go to the Claims Management Branch. Once the Claims Management Office (CMO) has received your claim form, you will be sent a letter of acknowledgement and a claim number. You should keep the claim number for future reference when inquiring about your claim. TSA monitors the number and nature of complaints we receive to track trends and spot areas of concern that may require special attention. This ongoing process will enable us to ensure prompt, corrective action whenever we determine that security screening policies need modification or specific employees or screener teams are the subject of repeated complaints.
Agent Notes: Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: May 15 2012 6:12PM Opening Agent: (b) (6) Opened Date: 5/15/2012 6:02:33 PM Linked Event IDs: Responses: Response Template Name: General Complaint Response Airport: OKC Airline: Southwest Airlines Subject Category: Mishandling of Passenger Property - Damaged/Missing Items--Checked Luggage w/out Claim Request Interaction Type: Complaint Response Email: END RECORD
CONTACT RECORD
EID: 471036 Contact Type: Normal/General Contact Date: May 18 2012 9:23PM Medium: Inbound Call Contact Status: Closed Incident Date: Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Allowable Body: Caller is traveling to OKC and wants to know if he can carry on a disk lock and motorcycle helmet. Explained that the helmet was allowed but do not have specific information on the lock. http://apps.tsa.dhs.gov/mytsa/cib_results.aspx?src=tsadotgov Agent Notes: Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: May 18 2012 9:28PM Opening Agent: (b) (6) Opened Date: 5/18/2012 9:23:19 PM Linked Event IDs: Responses: Response Template Name: Can I Bring App Airport: OKC Airline: Subject Category: Prohibited & Permitted Items - General Interaction Type: Complaint Response Email: END RECORD
CONTACT RECORD
EID: 475076 Contact Type: Normal/General Contact Date: May 21 2012 2:41PM Medium: Email Contact Status: Closed Incident Date: May 7 2012 9:00AM Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: (b) (6) Contact Address 2: Contact City: (b) (6) Contact State: (b) (6) Contact Zip: (b) (6) Contact Country: Contact Phone:(b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: (b) (6) Subject: FW: Ridicule at OKC airport Body: Dear TCC,
Please be advised that the below and the attached is a customer service and professionalism concern. As such, we are referring it to you for appropriate handling and response and/or distribution to the airport.
Thank you,
(b) (6)
(b) (6)
Policy Advisor Disability and Multicultural Division Office of Civil Rights & Liberties, Ombudsman and Traveler Engagement Transportation Security Administration Department of Homeland Security
-----Original Message----From:(b) (6) Sent: Monday, May 07, 2012 10:24 AM To: [email protected] Subject: Ridicule at OKC airport
I was just ridiculed for opting out of the full body scan at OKC airport by two TSA agents. When I asked for alternate screening, the first
agent (middle aged African American woman) looked at me in disgust and shouted to another agent "He's scared!" and laughed. The second agent laughed and shouted back "He's scared?". Second agent was middle aged woman with light colored hair working the scanner. Location: OKC Airline: United Date: May 7 2012 Time: 9am
I am a platinum elite on United and American airlines. I did research on millimeter wave spectroscopy for four years in college. My decision was not based on ignorant fear as the TSA agents implied. I previously experienced coercive tactics by this same African American TSA agent on another date when I asked for alternate screening.
(b) (6)
Agent Notes: Sending to the CSM at OKC for review and notification. Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: May 22 2012 12:04PM Opening Agent: (b) (6) Opened Date: 5/22/2012 10:40:34 AM Linked Event IDs: Responses: Response Template Name: Screener Rudeness Airport: OKC Airline: United Airlines Subject Category: Customer Service - TSO Interaction Type: Complaint Response Email: From: (TSA Contact Center DO NOT REPLY) [email protected] To:(b) (6) Subject: In Response to your inquiry. Body: Thank you for your e-mail regarding the rude behavior you experienced from a Transportation Security Officer (TSO). The Transportation Security Administration (TSA) regrets any unprofessional treatment you may have experienced. TSA seeks to provide a high level of security and customer service to all passengers who pass through our screening checkpoints. Every person and item must be screened before entering the secured area, and the way the screening is conducted is important. Our policies and procedures focus on ensuring that all passengers are treated with dignity, respect, and courtesy. Please be advised that a passenger can always request to speak with the Supervisory TSO or the Assistant Federal Security Director for Screening to address any complaint regarding screening procedures. Because your complaint concerns an incident that occurred at a specific airport we have forwarded a copy of your letter to the appropriate Customer Service Manager.
(b) (6)TCC Supervisor 05-22-12
We hope this information is helpful. TSA Contact Center END RECORD
CONTACT RECORD
EID: 481550 Contact Type: Normal/General Contact Date: May 25 2012 6:17PM Medium: Email Contact Status: Closed Incident Date: May 24 2012 1:00PM Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: (b) (6) Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: (b) (6) Contact State: (b) (6) Contact Zip: (b) (6) Contact Country: Contact Phone: Not Provided Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: (b) (6) Subject: Re: Discriminatory Employment Practices Body: On Fri, May 25, 2012 at 5:16 PM, /dev/null <HYPERLINK "mailto:(b) (6) wrote:
I live in Oklahoma City, Oklahoma, (b) (6) Less than three miles away from Will Rogers Airport. This incident occurred between 1:00 PM and 2:20 PM on Thursday, May 24, 2012. I recently applied for a position as a TSO, passed my CBT, filled out my e86, and was then invited to an Airport Assessment. During the interview process, I supplied honest answers and real life experiences, but was later informed that I had failed the interview. I decided to message a fellow applicant, (b) (6) and ask her if she had passed her interview. My reasoning was: she had came to the interview ill-prepared, and the men involved were speaking inappropriately about her on camera. She informed me that she had passed her interview and that she "thought" they were only accepting female applicants. The fellow applicant, (b) (6) had left an important document at her home in Tulsa, and after she had left the building, the men began discussing how attractive she is (and what kind of shoes she was wearing...of all things). The voice, which I could verify from his introduction before the interview, belonged to (b) (6) He had mentioned he was an "Administrator" of some sort. When I failed the interview (for no apparent reason), they told me they could not inform me of why I had failed. They had chosen to accept an ill-prepared applicant, rather than me, because I have a penis. She applied for the same airport, but lives 117 miles away from it... I feel I have been cheated. I feel I have a lot to offer the TSA. I have superb memory and pay attention to detail. I have real experience with people sneaking things onto planes (marijuana taped to their legs). I didn't rat them out because we were part of a team for my school, but it could have been anything other than marijuana. I know where to look and the methods they use. I am very aware of my environment and can pick up on things most people would never recognize. I am quick thinking and hear everything. I see everything. I also write very well, but because writing is a hobby of mine... Thanks in advance.
(b) (6)
Agent Notes: Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: May 25 2012 8:52PM Opening Agent: (b) (6) Opened Date: 5/25/2012 8:49:18 PM Linked Event IDs: 481551 Responses: Response
Template Name: No Response Airport: OKC Airline: Subject Category: Civil Rights - Perceived Discrimination Interaction Type: Complaint Response Email: None Sent END RECORD
CONTACT RECORD
EID: 481551 Contact Type: Normal/General Contact Date: May 25 2012 6:16PM Medium: Email Contact Status: Closed Incident Date: May 25 2012 1:00PM Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: (b) (6) Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: (b) (6) Contact State: (b) (6) Contact Zip: (b) (6) Contact Country: Contact Phone: Not Provided Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: (b) (6) Subject: Discriminatory Employment Practices Body: I live in(b) (6) . Less than three miles away from Will Rogers Airport. This incident occurred between 1:00 PM and 2:20 PM on Thursday, May 25, 2012. I recently applied for a position as a TSO, passed my CBT, filled out my e86, and was then invited to an Airport Assessment. During the interview process, I supplied honest answers and real life experiences, but was later informed that I had failed the interview. I decided to message a fellow applicant, (b) (6) and ask her if she had passed her interview. My reasoning was: she had came to the interview ill-prepared, and the men involved were speaking inappropriately about her on camera. She informed me that she had passed her interview and that she "thought" they were only accepting female applicants. The fellow applicant, (b) (6) had left an important document at her home in Tulsa, and after she had left the building, the men began discussing how attractive she is (and what kind of shoes she was wearing...of all things). The voice, which I could verify from his introduction before the interview, belonged to He had mentioned he was an "Administrator" of some sort. When I failed the interview (for no apparent reason), they told (b) (6) me they could not inform me of why I had failed. They had chosen to accept an ill-prepared applicant, rather than me, because I have a penis. She applied for the same airport, but lives 117 miles away from it... I feel I have been cheated. I feel I have a lot to offer the TSA. I have superb memory and pay attention to detail. I have real experience with people sneaking things onto planes (marijuana taped to their legs). I didn't rat them out because we were part of a team for my school, but it could have been anything other than marijuana. I know where to look and the methods they use. I am very aware of my environment and can pick up on things most people would never recognize. I am quick thinking and hear everything. I see everything. I also write very well, but because writing is a hobby of mine... Thanks in advance.
(b) (6)
Agent Notes: Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: May 25 2012 8:51PM Opening Agent: (b) (6) Opened Date: 5/25/2012 8:46:15 PM Linked Event IDs: 481550 Responses: Response Template Name: Civil Rights Complaint Discrimination—Response to General Public Airport: OKC Airline: Subject Category: Civil Rights - Perceived Discrimination Interaction Type: Complaint
Response Email: From: (TSA Contact Center DO NOT REPLY) [email protected] To:(b) (6) Subject: In Response to your inquiry. Body: Thank you for your e-mail regarding the Transportation Security Administration’s (TSA) Office of Civil Rights and Liberties (OCRL). TSA OCRL serves as a resource for travelers who have expressed concerns about the treatment they received from TSA employees. OCRL is responsible for the enforcement of all Federal laws, Executive Orders, and policies prohibiting discrimination in employment, in applications for employment, or in the TSA’s Federally assisted and Federally conducted programs or activities. OCRL is also responsible for ensuring that TSA treats all travelers equally, without regard to a person’s race, color, national origin, gender, religion, age, disability, gender identity, or sexual orientation. If someone believes they have been discriminated against by a TSA employee on the basis of one of these criteria, they may submit an explanation of their complaint to the OCRL. Passenger’s complaints should include the following: the name of the airport, flight information, date and time of the incident, and if possible, the name of the employee. Send complaints by e-mail to [email protected], or via postal mail to: Transportation Security Administration OCRL, TSA-6 601 12 Street South Arlington, VA 20598-6006 For additional information, passengers may contact OCRL toll-free at (877)-EEO-4TSA (4872). Callers may leave their name, number, and best time to return their call.
We hope this information is helpful. TSA Contact Center END RECORD
CONTACT RECORD
EID: 481751 Contact Type: Normal/General Contact Date: May 26 2012 2:02AM Medium: Email Contact Status: Closed Incident Date: Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: not provided Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: (b) (6) Subject: TSA Contact Us: Complaints Body: THIS GENERATED EMAIL HAS BEEN SENT FROM http://www.tsa.gov/contact/index.shtm -----------------------------------------------------------------------------------------------------------Remote Client IP: (b) (6) Date Time: 5/26/2012 2:02:44 AM ------------------------------------------------------------------------------------------------------------
Name: Email: Complaints:Inconsistent Screening (Different Practices between Airports) Flight Info (If applicable. Enter Flight#/Airline/Terminal/Airport/Gate/Etc):OKC Comments:Third complaint about OKC. The last three times I went through the "advanced" scanner I have had problems with being flagged for additional screening. Each time they said they had detected something at my groin and right knee. Each time they found that of course nothing was there. At least last time the screener was courteous and said what he was going to do and followed your procedures as I understand them. The previous two times they were rough and once actually caused me a muscle strain. This only happens at OKC. I have never had a problem at any other airport. I travel through OKC weekly now and I am getting tired of this treatment. Agent Notes: Sent to CSM at OKC on 5-26-12 by (b) (6) Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: May 26 2012 10:56AM Opening Agent: (b) (6) Opened Date: 5/26/2012 10:14:27 AM Linked Event IDs: Responses: Response Template Name: Pat Down Screening Complaint - BCC CSM Airport: OKC Airline: Subject Category: Patdown - Flyer Interaction Type: Complaint Response Email: From: (TSA Contact Center DO NOT REPLY) [email protected] To: (b) (6) Subject: In Response to your inquiry. Body: Thank you for your e-mail regarding your screening experience.
(b) (6)
The Transportation Security Administration (TSA) seeks to provide a high level of security and customer service to those who pass through our screening checkpoints. Our policies and procedures focus on ensuring that all passengers, regardless of their personal situations and needs, are treated with dignity, respect, and courtesy. Every person and item must be screened before entering the secured area of an airport, and the manner in which the screening is conducted is important. Transportation Security Officers (TSOs) must conduct additional screening to resolve an alarm of the WalkThrough Metal Detector (WTMD) or to resolve an anomaly discovered during Advanced Imaging Technology (AIT) screening. All TSOs are required to be considerate and thoughtful and are trained to explain what they are doing and what will happen next in the process. TSA regrets if this was not your experience. In addition, passengers may request a private screening if additional screening is required or at any time during the screening process. A companion may accompany a passenger who needs assistance to the private screening after the companion clears screening. In addition, screeners should offer a private screening before beginning a patdown inspection that will require displacing or lifting clothing. Passengers may choose to remain in the public area rather than go to a private area for screening, however, passengers who refuse screening in the public or private area will not be permitted to enter the secured area. Because your complaint concerns the conduct of TSOs at a specific airport we have forwarded a copy of your letter to the Customer Service Manager (CSM) at that location. Passengers may register a concern or complaint with security through the TSA CSM or TSA supervisory personnel at each airport. Customer Service Managers may be contacted via the “Talk to TSA” section of the TSA Web site at https: contact.tsa.dhs.gov talktotsa talktotsa.aspx. TSA monitors the number and nature of complaints we receive in order to track trends and spot areas of concern that may require special attention. This ongoing process enables us to ensure prompt, corrective action whenever we determine that security screening policies need modification or specific employees or screener teams are the subjects of repeated complaints. We consider your concerns to be a serious issue for our attention. TSA appreciates that you took the time to share your concerns with us. We are confident that through the concerns brought to us by the traveling public, we will be better able to address problem areas with corrective action.
We hope this information is helpful. TSA Contact Center END RECORD
CONTACT RECORD
EID: 483838 Contact Type: Fulfillment Contact Date: May 28 2012 5:32PM Medium: Inbound Call Contact Status: Closed Incident Date: May 28 2012 11:50AM Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: (b) (6) Contact Address 2: Contact City: (b) (6) Contact State: (b) (6) Contact Zip: (b) (6) Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Lost Lock Body: Caller has a lock missing from her luggage. There was no Notice of Inspection in the luggage to indicate TSA had opened the luggage. The caller flew today (5-28-2012) on Southwest Flight 1225 from Oklahoma City to Denver. Flight departed at 11:50 am from Gate 18. Baggage claim number was 0526164247. Caller requested claim form to mailed to her. I told the caller TSA has found that many locks break off in airport baggage conveyor systems. I also told the caller you may file a claim with TSA by completing a Standard Form 95 (claim form) in accordance with the instructions. A claim form will be sent to you within 24 hours of this response
Agent Notes: Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: May 28 2012 5:50PM Opening Agent: (b) (6) Opened Date: 5/28/2012 5:32:17 PM Linked Event IDs: Responses: Response Template Name: Damaged or Missing TSA-Recognized Locks Claims Request Airport: OKC Airline: Southwest Airlines Subject Category: Locks - Missing or Damaged Lock--Claim Request Interaction Type: Complaint Response Email: END RECORD
CONTACT RECORD
EID: 484126 Contact Type: ODPO Contact Date: May 29 2012 8:21AM Medium: Inbound Call Contact Status: Closed Incident Date: May 27 2012 7:00AM Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: (b) (6) Subject: ODPO Record Body: Disability Description: Caller flew from OKC to BWI to RDU on 5-27-12 and went through screening around 7:00am. She was flying on Southwest flight 145 departing at 9:15am. The caller states when she got to security she informed the officers of the titanium in her neck. The caller went through the machine and was met by 2 employees on the other side that told her she would have to be patted down. The passenger states she had recently had surgery on her breast and told the officers that they were not going to touch her breast. The caller states that the agents told her they would have to pat her down. The caller states that she was embarrassed because everyone was hearing the conversation about her breast. A supervisor told her that she could go to a private area. The caller states that the TSO told her she would have to take her bra off. (b) (6) asked the TSO s where there gloves were and the TSO s told her they did not need gloves nor would they give her any gloves or let her wash her hands. The caller states that she told the officers that they were not going to touch her incision with their dirty hands. The caller offered to pull out her bra but the TSO told her she would have to touch the bandages and caller refused to let them. The caller states that she told TSA to give her her things and she would leave. The caller states that TSA told her she could not leave the area until screening was complete. The caller states the TSO finally touched the bandage and then told her she would have to take her clothes off again because she touched her clothes with her hands. Caller states that all she needs is information on what to do. Caller was in severe pain and states it was the most embarrassing thing she has been through and that she has never been so humiliated in her life. She also added she had never been treated so rudely. Caller states that people can go through screening without taking off head dresses but she had to subject her new incision to the chance of an infection from TSO hands. The caller states that TSA should inform passengers they should not fly if they are wearing bandages. The caller states a TSA agent stomped out and treated her rudely. Caller states that she tried to cooperate in every way. The caller stated that if TSA wants her to touch her bandages they should provide some way of cleaning your hands and that signs should be posted to inform people wearing bandages of what to do.
INFORMED CALLER: If a passenger has dressings and or bandages used to cover wounds from an injury, operation, or surgical procedure, he or she should inform the Transportation Security Officer (TSO) of the location of the dressings and or bandages and of any need for assistance before screening begins. In addition to the patdown, TSA may use technology to test for traces of explosive material. If explosive material is detected, the passenger will have to undergo additional screening. Regardless of whether a passenger is screened by a walk-through metal detector, AIT, or a patdown, dressings and or bandages may require additional screening if the TSO cannot reasonably determine that the area is free of a threat item. Passengers can be screened without removing or unwrapping dressings and or bandages, and TSOs are trained to exercise caution if the passenger s screening requires that the area covered by a bandage or dressing undergo a patdown.
(b) (6)
does not feel she was discriminated against, personally. intelligent about the situation.
(b) (6)
thinks the TSO s were authoritative instead of
Transportation Administration Security (TSA) security screeners are instructed to wear gloves when conducting physical inspections of
property and patdown inspections of individuals. Screeners must only wear TSA-issued gloves when performing screening functions and will use a new pair of gloves whenever a passenger requests that they do so. Screeners must also inspect their gloves regularly for stains, tears, and other signs of damage and replace their gloves as necessary.
Incident Details: Caller did not feel she was discriminated against. Referring to ODPO because of the type of complaint. Caller flew from OKC to RDU with Southwest flight 145 departing at 9:15am on 5-27-12. Agent Notes: Sent to TSA CARES on 5-29-12 by (b) (6) due to disability-related complaint. Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: May 29 2012 2:30PM Opening Agent: (b) (6) Opened Date: 5/29/2012 8:21:10 AM Linked Event IDs: Responses: Response Template Name: Passengers with Dressings and/or Bandages Airport: OKC Airline: Subject Category: Persons w/ Disabilities (PWD) - General Interaction Type: Complaint Itinerary info: Flight: 145, Depart/Return: Return, Flight Date: May 27 2012 9:15AM, Airline: southwest, Airport: OKC
Response Email: END RECORD
CONTACT RECORD
EID: 491391 Contact Type: Normal/General Contact Date: Jun 2 2012 9:58AM Medium: Inbound Call Contact Status: Closed Incident Date: Jun 1 2012 7:45AM Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Security Breach at checkpoint area Body: Caller said she has taken Lysol on the plane as checked baggage for years and it has never been taken out, she does have a NOI. The caller states that she got to the screening checkpoint and she accidently had her husbands ID, the TSO let her through with his ID. But her husband that was at a diffirent TSO didnt let him through with her ID. Airport-Oklahoma City Time-7:30AM Date-June 01 2012 CSS (b) (6) 6-2-12: I spoke with (b) (6) she advised the following information: Lysol taken out of checked luggage, flown with it for years. Oklahoma city airport June 1, 7:45am Gate was near Amercian Airlines Flew on American Airlines Different female TSO s looked at ID s, the TSO s did not know they were together. The TSO that looked at her ID let her through even though she had her husbands. The TSO that looked at her husbands ID did not let her through because he had hers. Agent Notes: Sent to the CSM at Will Rogers by (b) (6) on June 2, 2012. CSS Kenney Hill 6-2-12: I called TSOC at 10:17am was in queue till 10:28am spoke with(b) (6) (b) (6) advised to send this to the CSM. Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Jun 2 2012 2:16PM Opening Agent: (b) (6) Opened Date: 6/2/2012 9:58:07 AM Linked Event IDs: Responses: Response Template Name: Complaint—Customer Service Manager Airport: OKC Airline: American Airlines Subject Category: Screening - Security Breach Interaction Type: Complaint
Response Email: END RECORD
CONTACT RECORD
EID: 492508 Contact Type: Fulfillment Contact Date: Jun 3 2012 1:59PM Medium: Inbound Call Contact Status: Closed Incident Date: May 25 2012 6:00AM Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Jun 3 2012 2:25PM Mail Return Date: Contact Email: (b) (6) Subject: Missing Golf Club Body: Caller flew from Oklahama City Ok to Tampa Florida on Southwest Airlines.. Caller stated his luggage was inspected and there was a notice of inspection inside his luggage. Caller stated he is missing a 5 iron from his golf bag. Advised caller the following information: Lost and Found Oklahoma City Oklahoma City Will Rogers World Airport 405-702-7501 Apologized to the caller and advised caller claim forms will be send via email address. Agent Notes: Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Jun 3 2012 2:07PM Opening Agent: (b) (6) Opened Date: 6/3/2012 1:59:38 PM Linked Event IDs: Responses: Response Template Name: Claim for Damaged or Missing Items--Generic Airport: OKC Airline: Southwest Airlines Subject Category: Mishandling of Passenger Property - Damaged/Missing Items--Checked Luggage w/ Claim Request Interaction Type: Complaint Response Template Name: Lost Found Unattended Baggage in Airports Airport: OKC Airline: Southwest Airlines Subject Category: Lost and Found - TSA Interaction Type: Information Response Email: END RECORD
CONTACT RECORD
EID: 498908 Contact Type: Normal/General Contact Date: Jun 7 2012 6:55AM Medium: Email Contact Status: Closed Incident Date: Jun 7 2012 6:30AM Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Not Provided Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: (b) (6) Subject: TSA Contact Us: Complaints Body: THIS GENERATED EMAIL HAS BEEN SENT FROM http://www.tsa.gov/contact/index.shtm -----------------------------------------------------------------------------------------------------------Remote Client IP: (b) (6) Date Time: 6/7/2012 6:55:42 AM ------------------------------------------------------------------------------------------------------------
Name: Email: Complaints:Inattentive Screener - Lax Security Flight Info (If applicable. Enter Flight#/Airline/Terminal/Airport/Gate/Etc):6/7/12 OKC Airport United Flight @ 6:30am Comments:When I went through security the screener picked up my items out of the bin and handed them to me (hat and wallet). I told her my wedding ring should be in there and she replied "don't put it there next time...gotta keep moving.". They did not offer to help locate it or even let me fill out a lost item report. It's a titanium dark metal wedding band. Are there forms we can fill out for lost items? Agent Notes: Sending to the CSM at Will Rogers for review and notification. (b) (6) TCC Supervisor 6-07-12 Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Jun 7 2012 11:26AM Opening Agent: (b) (6) Opened Date: 6/7/2012 10:32:55 AM Linked Event IDs: Responses: Response Template Name: Lost Found Unattended Baggage in Airports Airport: OKC Airline: Subject Category: Lost and Found - TSA Interaction Type: Complaint Response Template Name: TCC Screener Rudeness Airport: OKC Airline: Subject Category: Customer Service - TSO Interaction Type: Complaint
(b) (6)
Response Email: From: (TSA Contact Center DO NOT REPLY) [email protected] To: (b) (6) Subject: In Response to your inquiry. Body: Thank you for your email regarding the retrieval of lost items. The Transportation Security Administration (TSA) develops requirements and policies for the security of our Nation’s transportation systems. Some of these requirements are met by airports, air carriers, railroads, port authorities, and other transportation system entities. At most airports across the country, TSA has procedures in place for handling lost and found. Items found at screening checkpoints and areas where TSA performs baggage screening are turned in to the appropriate, designated airport authorities. We suggest travelers contact the airport where their items were misplaced or lost. Travelers may access an airport’s lost and found point-of-contact in the “For Travelers” section of our Web site (www.tsa.gov) or through the following link, http: www.tsa.gov travelers customer editorial_1693.shtm.
The Transportation Security Administration (TSA) regrets any unprofessional treatment you may have experienced. TSA seeks to provide a high level of security and customer service to all passengers who pass through our screening checkpoints. Every person and item must be screened before entering the secured area, and the way the screening is conducted is important. Our policies and procedures focus on ensuring that all passengers are treated with dignity, respect, and courtesy. Please be advised that a passenger can always request to speak with the Supervisory Transportation Security Officer at the checkpoint to address any complaint regarding screening procedures. Additionally, a passenger may register a concern or complaint with security through the TSA Customer Service Manager at each airport. The “Talk to TSA” section of the TSA Web site (https://apps.tsa.dhs.gov/talktotsa/) offers passengers the ability to send complaints directly to the Customer Service Manager by clicking on the map and selecting the correct airport. Because your complaint concerns an incident that occurred at a specific airport we have forwarded a copy of your letter to the appropriate Customer Service Manager. We hope this information is helpful. TSA Contact Center END RECORD
CONTACT RECORD
EID: 50003120 Contact Type: Contact Date: 2007-07-02 13:03:45 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2007-07-02 13:03:45 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: (b) (6) Contact Address 2: Contact City: (b) (6) Contact State: (b) (6) Contact Zip: (b) (6) Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Meds/shoes/underware missing from checked bag@(OKC). Body: Agent Notes: Provided Lost and Found information to caller and SF-95 form mailed on (7/2/07) Provided Lost and Found information to caller and SF-95 form mailed on (7/2/07), Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Opening Agent: Opened Date: 7/2/2007 1:03:45 PM Linked Event IDs: Responses: Response Airport: OKCOKC Airline: UALAUALA Subject Category: Claim Form Requests - Missing items from Checked Baggage - Claim Form Requests - Missing items from Checked Baggage Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 50004721 Contact Type: Contact Date: Medium: EMAIL Contact Status: CLOSED Incident Date: Contact Prefix: Contact First Name: Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: (b) (6) Subject: Body: THIS GENERATED EMAIL HAS BEEN SENT FROM TSA INTERNET CONTACT US-CUSTOMER SERVICE
(b) (6)
Remote Client IP: (b) (6) System Time: 6/17/2007 1:04:09 PM __________________________________________ User Name:
(b) (6)
User Email:
(b) (6)
__________________________________________ To: [email protected] Category: Complaints Sub Category: Customer Service Message: I recently flew out of Oklahoma City's Will Rogers World Airport (OKC/KOKC) and was very dissapointed by all the idiots you employ there. It was early in the morning and as I was transferring my carry-on to a bin, an officer comes up behind me and starts yelling at me to quicken my pace and telling me I was holding up the line. He did this as I was following your crazy policy of having to remove my laptop from my bag and then removing my shoes. As I said earlier, the majority of your employees are idiots and cannot comprehend much. If you are going to make me remove my shoes and my laptop you need to tell your employees it takes time to perform said actions and cannot be completed with a snap of my fingers. Also, your employees seem to get a "power trip" when telling others what to do. Just because they are in charge does not mean they are better than you or me. Somebody needs to tell them to chill and sit back and just do their job and not yell at everybody as they go through the pointless line. Finally, train your employees better and give them some "people" skills. __________________________________________ Date and Time of message: 6/17/2007 1:04:09 PM Agent Notes: Consumer Complaint BCC/CSM Response Consumer Complaint BCC/CSM Response, bcc Follow Up: To TSOC Date: From TSOC Date:
(b) (6)
Last Updated By: Last Update Date: Opening Agent: Opened Date: 6/19/2007 10:29:07 AM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, Airline: Subject Category: DISCOURTEOUS/UNPROFESSIONAL TREATMENTS - DISCOURTEOUS/UNPROFESSIONAL TREATMENTS Interaction Type: COMPLAINT Response Email: From: Prior Vendor To: (b) (6) Subject: Re: Customer Service Feedback <<#100873-160168#>> Body: <html><HEAD><STYLE>p {margin-bottom: 0; margin-top: 0;}</STYLE></HEAD><body><FONT SIZE="2"> <DIV STYLE="font-family: Arial;color: #000000;"><FONT size=3><FONT size=3><FONT size=3><FONT size=3><FONT size=3> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif">Thank you for your email message. We are sorry you were unhappy with your recent travel experience.</FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif"> <?xml:namespace prefix = o ns = "urn:schemas-microsoft-com:office:office" /><o:p></o:p></FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif">Because your complaint is regarding screening at<SPAN style="mso-spacerun: yes"> Oklahoma City</SPAN>, we have forwarded a copy of your email to the Customer Service Manager at that airport. The Customer Service Manager is responsible for ensuring that the screener workforce adheres to TSA principles for professional processing.</FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif"> <o:p></o:p></FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif">We monitor the number and nature of complaints we receive to track trends and spot areas of concern that may require special attention. This ongoing process will enable us to ensure prompt, corrective action whenever we determine that security-screening policies need modification or specific employees or screener teams are the subjects of repeated complaints.</FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif"> <o:p></o:p></FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif">Again, the TSA offers sincere apologies for the discomfort you experienced. We are confident that your encounters with the new Federal screeners will be a welcome improvement over your past experiences.</FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face=Arial></FONT> </P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><SPAN style="FONT-SIZE: 12pt; FONT-FAMILY: Arial; mso-fareast-font-family: 'Times New Roman'; mso-ansi-language: EN-US; mso-fareast-language: EN-US; mso-bidi-language: AR-SA">We encourage you to check the latest information at <A href="http://www.tsa.gov/">www.tsa.gov</A>.</SPAN><FONT face=Arial></FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif"> <o:p></o:p></FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif">TSA Contact Center</FONT></P><FONT face="Tahoma, Verdana, Arial" size=2></FONT></FONT></FONT></FONT></FONT></FONT></DIV> <DIV STYLE="font-family: Arial;color: #000000;"></DIV> </FONT><BR><br><br><DIV>--- Original Message ---<BR>From: < (b) (6) gt;<BR>Received: 6/19/2007 10:29:07 AM Eastern Standard Time (GMT - 4:00 )<BR>To: "TSA Contact Center" <[email protected]><BR>Subject: Customer Service Feedback<BR><BR> <META content="MS Exchange Server version 6.5.6944.0" name=Generator><!-- Converted from text/plain format --> <P><FONT size=2>THIS GENERATED EMAIL HAS BEEN SENT FROM TSA INTERNET CONTACT US-CUSTOMER SERVICE</FONT> </P> <P><FONT size=2>Remote Client IP: (b) (6) </FONT> <BR><FONT size=2>System Time: 6/17/2007 1:04:09 PM</FONT> <BR><FONT size=2>__________________________________________</FONT> </P> <P><FONT size=2>User Name: </FONT><BR><FONT size=2 </P> <P><FONT size=2>User Email: </FONT><BR><FONT size=2 /FONT> <BR><FONT size=2>__________________________________________</FONT> </P> <P><FONT size=2>To:</FONT> <BR><FONT size=2>[email protected]</FONT> </P> <P><FONT size=2>Category: </FONT><BR><FONT size=2>Complaints</FONT> </P> <P><FONT size=2>Sub Category: </FONT><BR><FONT size=2>Customer Service</FONT> </P> <P><FONT size=2>Message: </FONT><BR><FONT size=2>I recently flew out of Oklahoma City's Will Rogers World Airport (OKC/KOKC) and was very dissapointed by all the idiots you employ there. It was early in the morning and as I was transferring my carry-on to a bin, an officer comes up behind me and starts yelling at me to quicken my pace and telling me I was holding up the line. He did this as I was following your crazy policy of having to remove my laptop from my bag and then removing my shoes. As I said earlier, the majority of
(b) (6)
(b) (6)
your employees are idiots and cannot comprehend much. If you are going to make me remove my shoes and my laptop you need to tell your employees it takes time to perform said actions and cannot be completed with a snap of my fingers. Also, your employees seem to get a "power trip" when telling others what to do. Just because they are in charge does not mean they are better than you or me. Somebody needs to tell them to chill and sit back and just do their job and not yell at everybody as they go through the pointless line. Finally, train your employees better and give them some "people" skills.</FONT></P> <P><FONT size=2>__________________________________________</FONT> <BR><FONT size=2>Date and Time of message: 6/17/2007 1:04:09 PM</FONT> </P></DIV><BR><BR>------ TCC Control Number: ------<BR><<#100873-160168#>></body></html> END RECORD
CONTACT RECORD
EID: 50008668 Contact Type: Contact Date: 2008-05-20 15:03:03 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2008-05-19 13:30:03 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Items damaged in checked bag @ (OKC & dress) Body: Agent Notes: Provided caller with information on the claims process from tsa.gov Provided caller with information on the claims process from tsa.gov NOI in luggage. Follow Up: To TSOC Date: From TSOC Date: Last Updated By: Last Update Date: Opening Agent: Opened Date: 5/20/2008 3:03:03 PM Linked Event IDs:
(b) (6)
(b) (6)
Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, BWI Baltimore, MD, USA - Baltimore-Washington International, Airline: Southwest AirlinesSouthwest Airlines, Subject Category: Claim Form Requests-Checked Bag - Claim Form Requests-Checked Bag Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 50024755 Contact Type: Contact Date: 2008-06-17 16:17:49 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2008-06-17 16:17:49 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Caller stated that her brother's sister called and said her brother was caught with marijuana on him. She would like to know what is going to happen or what can be done. Body: Agent Notes: Caller disconnected call. Caller disconnected call. Called from brother's girlfriend at Oklahoma Airport Follow Up: To TSOC Date: From TSOC Date: Last Updated By: Last Update Date: Opening Agent: Opened Date: 6/17/2008 4:17:49 PM Linked Event IDs:
(b) (6)
Responses: Response Airport: OKCOKC,Oklahoma City, OK, USA - Will Rogers World Airport, Airline: Subject Category: Notice of Violation/Civil Penalties - Notice of Violation/Civil Penalties Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 50059806 Contact Type: Contact Date: Medium: EMAIL Contact Status: CLOSED Incident Date: Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: (b) (6) Subject: ISSUE, Customer Service Feedback Body: THIS GENERATED EMAIL HAS BEEN SENT FROM TSA INTERNET CONTACT US-CUSTOMER SERVICE Remote Client IP: (b) (6) System Time: 6/30/2008 6:45:28 PM __________________________________________ User Name:
(b) (6)
User Email:
(b) (6)
__________________________________________ To: [email protected] Category: Complaints Sub Category: Customer Service Message: June 2, 2008 I emailed American Airlines and let them know of my missing lingerie that was STOLEN from my suitcase. 2 full length satin nightgowns, 1 full length satin nightgown and matching robe, 1 shorty nightgown and robe, 10 panties, one black bra, 2 long body briefers, 10 pair men's brief shorts and 10 pair men's socks. On Thursday, May 29th my husband and I traveled from London to Chicago on American Flight #91. Then to Oklahoma City on Flight #4090. Our baggage did not arrive on the Flight #4090 in OKC but arrived around 2:00pm on 5-30-2008. I did not unpack my bags until 6-1-2008 when I discovered the STOLEN items. The cost for me to replace these items is $287.82 of which I have the receipt. In my luggage were TSA inspection inserts so I know my baggage was searched and items were STOLEN. Today I received an email from American Airlines stating they are not ultimately responsible but TSA is and advised contacting your department. I am very frustrated by American Airlines. I am hoping that TSA will step up to the plate and recover the expenses for our STOLEN items. American citizens should benefit from TSA searches with regards to protecting the public, not providing the TSA employee with gifts on the side. Flying is not a luxury anymore but a big gamble of arriving at a desired destination with everything intact. I look forward to your prompt reply and resolution of this continuing inconvenience. Sincerely,
(b) (6)
(b) (6)
__________________________________________ Date and Time of message: 6/30/2008 6:45:28 PM Agent Notes: General Complaint w/Claim Response General Complaint w/Claim Response, Follow Up: To TSOC Date: From TSOC Date: Last Updated By: Last Update Date: Opening Agent: Opened Date: 7/1/2008 9:39:43 AM Linked Event IDs:
(b) (6)
Responses: Response Airport: OKCOKC,Oklahoma City, OK, USA - Will Rogers World Airport, ORD,Chicago, IL, USA - O'hare International Airport, Airline: American Airlines -¬American Airlines -¬, Subject Category: Claim Form Requests - Missing items from Checked Baggage - Claim Form Requests - Missing items from Checked Baggage Interaction Type: COMPLAINT Response Email: From: Prior Vendor To: (b) (6) Subject: Re: Customer Service Feedback <<#214478-297209#>> Body: <html><HEAD><STYLE>p {margin-bottom: 0; margin-top: 0;}</STYLE></HEAD><body><FONT SIZE="2"> <DIV STYLE="font-family: Arial;color: #000000;"></DIV> <DIV STYLE="font-family: Arial;color: #000000;"><FONT size=3><FONT size=3><FONT size=3><FONT size=3><FONT size=3><FONT size=3><FONT size=3><FONT size=3><FONT size=3> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif">Thank you for your electronic mail message concerning your travel experience.<SPAN style="mso-spacerun: yes"> </SPAN></FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif"><SPAN style="mso-spacerun: yes"></SPAN></FONT> </P><FONT face="Arial, Helvetica, sans-serif"><SPAN style="mso-spacerun: yes"> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><SPAN style="FONT-FAMILY: Arial"><FONT size=3>Enhanced security measures require that all checked baggage undergo some form of screening for prohibited items. Physical search of the luggage is required to clear every alarm. TSA screeners should exercise great care during the screening process to ensure that passengers' belongings are returned and not damaged when a bag needs to be opened. Unfortunately, on some occasions the screening process may fall short of our established standard. We apologize if these high standards were not met.<?xml:namespace prefix = o ns = "urn:schemas-microsoft-com:office:office" /><o:p></o:p></FONT></SPAN></P></SPAN></FONT> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif"><o:p></o:p></FONT> </P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif">We monitor the number and nature of complaints we receive to track trends and spot areas of concern that may require special attention.<SPAN style="mso-spacerun: yes"> </SPAN>This ongoing process will enable us to ensure prompt, corrective action whenever we determine that security screening policies need modification or specific employees or screener teams are the subject of repeated complaints.</FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif"> <o:p></o:p></FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif">The Transportation Security Administration (TSA) is responsible for reviewing all claims relating to the screening of passengers and their baggage.<SPAN style="mso-spacerun: yes"> </SPAN>In order to protect your rights under federal law and to file a valid claim, you must send your claim in writing to TSA, stating the circumstances of the loss and the exact amount you are claiming (fair market value of lost or destroyed property, reasonable cost of repair for damaged property), within two years after your claim accrued.<SPAN style="mso-spacerun: yes"> </SPAN>The claim must be signed by you or your authorized representative (e.g., an attorney or other personal representative with appropriate proof of authority).<SPAN style="mso-spacerun: yes"> </SPAN></FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif"> <o:p></o:p></FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif">You can satisfy the notice requirement by filling out the attached Standard Form 95 (claim form) in accordance with the instructions, and returning it to the address in box #1.<SPAN style="mso-spacerun: yes"> </SPAN>Please be sure to follow the instructions carefully, and to fill out the claim form completely.<SPAN style="mso-spacerun: yes"> </SPAN>While use of the form is not mandatory, it will help you ensure that you meet the legal requirements for filing a claim.<SPAN style="mso-spacerun: yes"> </SPAN></FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif"> <o:p></o:p></FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif"><SPAN style="FONT-SIZE: 12pt; FONT-
FAMILY: Arial; mso-fareast-font-family: 'Times New Roman'; mso-ansi-language: EN-US; mso-fareast-language: EN-US; mso-bidilanguage: AR-SA">Please visit TSAGÇÖs Claims Management OfficeGÇÖs website at <A title=blocked::https://claims.tsa.dhs.gov/ href="https://claims.tsa.dhs.gov/"><FONT size=3>https://claims.tsa.dhs.gov</FONT></A><FONT face="Arial, Helvetica, sansserif"><FONT size=3> </FONT></FONT> for information related to filing a claim, replacement forms, checking the status of a claim and other claim related issues.<SPAN style="mso-spacerun: yes"> </SPAN>If you have additional questions that are not addressed on this website, please contact the Claims Management Office at <A href="http://[email protected]/">[email protected]</A>.</SPAN></FONT><FONT face="Arial, Helvetica, sansserif"> </FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif"><o:p></o:p></FONT> </P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif">Once the Claims Management Office has received your claim form, you will be sent a letter of acknowledgement and a claim number.<SPAN style="mso-spacerun: yes"> </SPAN>You should keep the claim number for future reference when inquiring about your claim.<SPAN style="mso-spacerun: yes"> </SPAN>TSA will try to resolve your claim as quickly as possible, but it may need time to make a further investigation of the facts.<SPAN style="mso-spacerun: yes"> </SPAN>If TSA denies your claim, or has not finally resolved it within six months after you have filed it, you may have a right to bring your claim to court.<SPAN style="mso-spacerun: yes"> </SPAN></FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif"></FONT> </P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif"><SPAN style="FONT-SIZE: 12pt; FONTFAMILY: Arial; mso-fareast-font-family: 'Times New Roman'; mso-ansi-language: EN-US; mso-fareast-language: EN-US; mso-bidilanguage: AR-SA"></SPAN></FONT><FONT face="Arial, Helvetica, sans-serif">We appreciate your taking the time to share your thoughts and concerns with us.<SPAN style="mso-spacerun: yes"> </SPAN></FONT><FONT face="Arial, Helvetica, sansserif"><SPAN style="FONT-FAMILY: Arial">We also encourage you to check the latest information at <A href="http://www.tsa.gov/">www.tsa.gov</A>.<o:p></o:p></SPAN></FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif"><o:p></o:p></FONT> </P><SPAN style="FONT-SIZE: 12pt; FONT-FAMILY: 'Times New Roman'; mso-fareast-font-family: 'Times New Roman'; mso-ansi-language: EN-US; mso-fareast-language: EN-US; mso-bidi-language: AR-SA"><FONT face="Arial, Helvetica, sans-serif">TSA Contact Center</FONT><B style="mso-bidi-font-weight: normal"><U><FONT face="Arial, Helvetica, sans-serif"> <BR style="PAGE-BREAK-BEFORE: always; msospecial-character: line-break" clear=all></FONT></U></B></SPAN><FONT face="Tahoma, Verdana, Arial" size=2></FONT></FONT></FONT></FONT></FONT></FONT></FONT></FONT></FONT></FONT></DIV> </FONT><BR><br><br><DIV>--- Original Message ---<BR>From: <(b) (6) ><BR>Received: 7/1/2008 9:39:43 AM Eastern Standard Time (GMT - 4:00 )<BR>To: "TSA Contact Center" <[email protected]><BR>Subject: Customer Service Feedback<BR><BR> <META content="MS Exchange Server version 6.5.7651.59" name=Generator><!-- Converted from text/plain format --> <P><FONT size=2>THIS GENERATED EMAIL HAS BEEN SENT FROM TSA INTERNET CONTACT US-CUSTOMER SERVICE</FONT> </P> <P><FONT size=2>Remote Client IP: (b) (6) </FONT> <BR><FONT size=2>System Time: 6/30/2008 6:45:28 PM</FONT> <BR><FONT size=2>__________________________________________</FONT> </P> <P><FONT size=2>User Name: </FONT><BR><FONT size=2 (b) (6) /FONT> </P> <P><FONT size=2>User Email: </FONT><BR><FONT size=2>(b) (6) </FONT> <BR><FONT size=2>__________________________________________</FONT> </P> <P><FONT size=2>To:</FONT> <BR><FONT size=2>[email protected]</FONT> </P> <P><FONT size=2>Category: </FONT><BR><FONT size=2>Complaints</FONT> </P> <P><FONT size=2>Sub Category: </FONT><BR><FONT size=2>Customer Service</FONT> </P> <P><FONT size=2>Message: </FONT><BR><FONT size=2>June 2, 2008 I emailed American Airlines and let them know of my missing lingerie that was STOLEN from my suitcase. 2 full length satin nightgowns, 1 full length satin nightgown and matching robe, 1 shorty nightgown and robe, 10 panties, one black bra, 2 long body briefers, 10 pair men's brief shorts and 10 pair men's socks. On Thursday, May 29th my husband and I traveled from London to Chicago on American Flight #91. Then to Oklahoma City on Flight #4090. Our baggage did not arrive on the Flight #4090 in OKC but arrived around 2:00pm on 5-30-2008. I did not unpack my bags until 6-12008 when I discovered the STOLEN items. The cost for me to replace these items is $287.82 of which I have the receipt. In my luggage were TSA inspection inserts so I know my baggage was searched and items were STOLEN. Today I received an email from American Airlines stating they are not ultimately responsible but TSA is and advised contacting your department. I am very frustrated by American Airlines. I am hoping that TSA will step up to the plate and recover the expenses for our STOLEN items. American citizens should benefit from TSA searches with regards to protecting the public, not providing the TSA employee with gifts on the side. Flying is not a luxury anymore but a big gamble of arriving at a desired destination with everything intact. I look forward to your prompt reply and resolution of this continuing inconvenience.</FONT></P> <P><FONT size=2>Sincerely,</FONT> <BR><FONT size=2 (b) (6) </FONT> <BR><FONT size=2>(b) (6) </FONT> <BR><FONT size=2>(b) (6) </FONT> <BR><FONT size=2>(b) (6) </FONT> <BR><FONT size=2>(b) (6) </FONT> <BR><FONT size=2>Email: (b) (6) </FONT></P> <P><FONT size=2>__________________________________________</FONT> <BR><FONT size=2>Date and Time of message: 6/30/2008 6:45:28 PM</FONT> </P></DIV><BR><BR>------ TCC Control Number: ------<BR><<#214478-297209#>></body></html> END RECORD
CONTACT RECORD
EID: 50063776 Contact Type: Contact Date: 2008-08-14 19:46:24 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2008-08-14 19:46:24 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Caller says that his TSA approved lock was missing from his checked bag after being screened. Body: Agent Notes: SF-95 form on the TSA.gov website. SF-95 form on the TSA.gov website. SF-95 form on the TSA.gov website. Notice of Inspection was left. Follow Up: To TSOC Date: From TSOC Date: Last Updated By: Last Update Date: Opening Agent: Opened Date: 8/14/2008 7:46:24 PM Linked Event IDs:
(b) (6)
Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, PHX Phoenix, AZ, USA - Sky Harbor International Airport, Airline: Southwest AirlinesSouthwest Airlines, Subject Category: TSA Approved Locks - Missing or Damaged - TSA Approved Locks - Missing or Damaged Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 50115606 Contact Type: Contact Date: 2007-11-20 09:41:51 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2007-11-20 09:48:39 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Items damaged in checked bag @OKC (Laptop Damage) Body: Agent Notes: Provided caller with information on the claims process, and web address given to file a claim Provided caller with information on the claims process, and web address given to file a claim Provided caller with information on the claims process, and web address given to file a claim, Caller reporting she traveled on the 19th Nov from OKC into DAL with a final location inside ABQ via Southwest Airlines departing 4pm. Caller stated she had a NOI inside the luggage; as a result her laptop is currently damage the screen is cracked. Gave caller information to file a claim and apologize for the damage of laptop. Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Opening Agent: Opened Date: 11/20/2007 9:41:51 AM Linked Event IDs:
(b) (6)
Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, Airline: Southwest AirlinesSouthwest Airlines, Subject Category: Claim Form Requests-Checked Bag - Claim Form Requests-Checked Bag Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 50118892 Contact Type: Contact Date: 2007-10-08 11:47:58 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2007-10-02 14:35:00 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Items missing from checked bag @ OKC (Jewelry). Body: Agent Notes: Provided Lost and Found information to caller and web address given to file a claim Provided Lost and Found information to caller and web address given to file a claim Provided Lost and Found information to caller and web address given to file a claim Caller reporting jewelry missing from check luggage. She traveled from OKC into STL via Southwest Airlines Flight# 1064. Caller reporting she had a NOI inside her luggage. She went through gate/term 14. Web address given to file a claim. Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Opening Agent: Opened Date: 10/8/2007 11:47:58 AM Linked Event IDs:
(b) (6)
Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, STL St Louis, MO, USA - Lambert-St Louis Internatl, Airline: Southwest AirlinesSouthwest Airlines, Subject Category: Claim Form Requests - Missing items from Checked Baggage - Claim Form Requests - Missing items from Checked Baggage Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 50119028 Contact Type: Contact Date: Medium: EMAIL Contact Status: CLOSED Incident Date: Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: (b) (6) Subject: Body: THIS GENERATED EMAIL HAS BEEN SENT FROM TSA INTERNET CONTACT US-CUSTOMER SERVICE Remote Client IP: (b) (6) System Time: 6/28/2007 8:36:04 PM __________________________________________ User Name:
(b) (6)
User Email:
(b) (6)
__________________________________________ To: [email protected] Category: Complaints Sub Category: Customer Service Message: On June 13th, Wednesday, I flew from OKC (2457) to Dallas (3435) to Pensacola, FL by American Airlines. When I arrived in Pensacola, I took a taxi to the hotel and realized that my suitcase had TSA tape around the mid section at the zipper. I thought that it had been searched, although I had never had tape placed on it. In the hotel, I pulled the tape off and discovered the my TSA lock, the rings on my zipper and the zipper heads were gone! The suitcase was still taped but no way to zip or unzip it. I then found the TSA lock, zipper rings and heads in the size pocket of my suitcase. The lock hook had been bent. I spoke with American Airlines and they stated that due to the TSA tape that it was not their issue. I was placed in a bind in Pensacola without a suitcase and had to purchase the only one I could find to get back home, I then had to purchase one to replace it once I did come home since I was traveling the next day to Denver for another business trip. I would like a refund for my replacement suitcase which I had to leave in Pensacola since I could not use it. I still have the TSA tape, TSA lock, and zipper parts in my possession. I will wait for your immediate response to this situation. Thank you. (b) (6) cell (b) (6) if you need to contact me. Thanks again. __________________________________________ Date and Time of message: 6/28/2007 8:36:04 PM
Agent Notes: Claim Request Claim Request, Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Opening Agent: Opened Date: 6/29/2007 7:21:59 AM Linked Event IDs: Responses: Response Airport: OKCOKC Airline: Subject Category: CLAIM FORM REQUESTS CHECKED - CLAIM FORM REQUESTS CHECKED Interaction Type: COMPLAINT Response Email: From: Prior Vendor To: (b) (6) Subject: Re: Customer Service Feedback <<#104927-165284#>> Body: <html><HEAD><STYLE>p {margin-bottom: 0; margin-top: 0;}</STYLE></HEAD><body><FONT SIZE="2"> <DIV STYLE="font-family: Arial;color: #000000;"><FONT size=3><FONT size=3><FONT size=3><FONT size=3><FONT size=3> <P class=MsoNormal style="MARGIN: 0in 0in 0pt; mso-layout-grid-align: none"><SPAN style="FONT-SIZE: 11pt; mso-bidi-font-size: 10.0pt"><FONT face="Arial, Helvetica, sans-serif" size=3>Thank you for your e-mail message.<SPAN style="mso-spacerun: yes"> </SPAN></FONT></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt; mso-layout-grid-align: none"><SPAN style="FONT-SIZE: 11pt; FONT-FAMILY: Fixedsys; mso-bidi-font-size: 9.0pt; mso-bidi-font-family: Fixedsys"><FONT face="Arial, Helvetica, sans-serif"><FONT size=3> </FONT></FONT></SPAN><SPAN style="FONT-SIZE: 11pt; FONT-FAMILY: Fixedsys; mso-bidi-font-size: 9.0pt; mso-bidifont-family: Fixedsys"><FONT face="Arial, Helvetica, sans-serif"><FONT size=3> <?xml:namespace prefix = o ns = "urn:schemasmicrosoft-com:office:office" /><o:p></o:p></FONT></FONT></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt; mso-layout-grid-align: none"><SPAN style="FONT-SIZE: 11pt; FONT-FAMILY: Fixedsys; mso-bidi-font-size: 9.0pt; mso-bidi-font-family: Fixedsys"><FONT face="Arial, Helvetica, sans-serif"><FONT size=3>The Transportation Security Administration (TSA) is responsible for reviewing all claims relating to the screening of passengers and their baggage.<SPAN style="mso-spacerun: yes"> </SPAN>In order to protect your rights under federal law and to file a valid claim, you must send your claim in writing to TSA, stating the circumstances of the loss and the exact amount you are claiming (fair market value of lost or destroyed property, reasonable cost of repair for damaged property), within two years after your claim accrued.<SPAN style="mso-spacerun: yes"> </SPAN>The claim must be signed by you or your authorized representative (e.g., an attorney or other personal representative with appropriate proof of authority).<SPAN style="mso-spacerun: yes"> </SPAN><o:p></o:p></FONT></FONT></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt; mso-layout-grid-align: none"><SPAN style="FONT-SIZE: 11pt; FONT-FAMILY: Fixedsys; mso-bidi-font-size: 9.0pt; mso-bidi-font-family: Fixedsys"><FONT face="Arial, Helvetica, sans-serif"><FONT size=3> <o:p></o:p></FONT></FONT></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt; mso-layout-grid-align: none"><SPAN style="FONT-SIZE: 11pt; FONT-FAMILY: Fixedsys; mso-bidi-font-size: 9.0pt; mso-bidi-font-family: Fixedsys"><FONT face="Arial, Helvetica, sans-serif"><FONT size=3>You can satisfy the notice requirement by filling out the attached Standard Form 95 (claim form) in accordance with the instructions, and returning it to the address in box #1.<SPAN style="mso-spacerun: yes"> </SPAN>Please be sure to follow the instructions carefully, and to fill out the claim form completely.<SPAN style="mso-spacerun: yes"> </SPAN>While use of the form is not mandatory, it will help you ensure that you meet the legal requirements for filing a claim.<SPAN style="mso-spacerun: yes"> </SPAN><o:p></o:p></FONT></FONT></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt; mso-layout-grid-align: none"><SPAN style="FONT-SIZE: 11pt; FONT-FAMILY: Fixedsys; mso-bidi-font-size: 9.0pt; mso-bidi-font-family: Fixedsys"><FONT face="Arial, Helvetica, sans-serif"><FONT size=3> <o:p></o:p></FONT></FONT></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt; mso-layout-grid-align: none"><SPAN style="FONT-SIZE: 11pt; FONT-FAMILY: Fixedsys; mso-bidi-font-size: 9.0pt; mso-bidi-font-family: Fixedsys"><FONT face="Arial, Helvetica, sans-serif"><FONT size=3>Once the Claims Management Office has received your claim form, you will be sent a letter of acknowledgement and a claim number.<SPAN style="mso-spacerun: yes"> </SPAN>You should keep the claim number for future reference when inquiring about your claim.<SPAN style="mso-spacerun: yes"> </SPAN>TSA will try to resolve your claim as quickly as possible, but it may need time to make a further investigation of the facts.<SPAN style="mso-spacerun: yes"> </SPAN>If TSA denies your claim, or has not finally resolved it within six months after you have filed it, you may have a right to bring your claim to court.<SPAN style="msospacerun: yes"> </SPAN><o:p></o:p></FONT></FONT></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt; mso-layout-grid-align: none"><SPAN style="FONT-SIZE: 11pt; FONT-FAMILY: Fixedsys; mso-bidi-font-size: 9.0pt; mso-bidi-font-family: Fixedsys"><FONT face="Arial, Helvetica, sans-serif"><FONT
size=3> <o:p></o:p></FONT></FONT></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt; mso-layout-grid-align: none"><SPAN style="FONT-SIZE: 11pt; FONT-FAMILY: Fixedsys; mso-bidi-font-size: 9.0pt; mso-bidi-font-family: Fixedsys"><FONT face="Arial, Helvetica, sans-serif"><FONT size=3>Please visit TSAGÇÖs Claims Management OfficeGÇÖs website at </FONT><A title=blocked::https://claims.tsa.dhs.gov/ href="https://claims.tsa.dhs.gov/"><FONT size=3>https://claims.tsa.dhs.gov</FONT></A></FONT><FONT face="Arial, Helvetica, sansserif"><FONT size=3> for information related to filing a claim, checking the status of a claim and other claim related issues.<o:p></o:p></FONT></FONT></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt; mso-layout-grid-align: none"><SPAN style="FONT-SIZE: 11pt; FONT-FAMILY: Fixedsys; mso-bidi-font-size: 9.0pt; mso-bidi-font-family: Fixedsys"><FONT face="Arial, Helvetica, sans-serif"><FONT size=3> <o:p></o:p></FONT></FONT></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt; mso-layout-grid-align: none"><SPAN style="FONT-SIZE: 11pt; FONT-FAMILY: Fixedsys; mso-bidi-font-size: 9.0pt; mso-bidi-font-family: Fixedsys"><FONT face="Arial, Helvetica, sans-serif" size=3>We hope that this provides you with all of the information you need. If you have additional questions related to the claims process, please contact the Claims Management Office at </FONT><A href="mailto:[email protected]"><SPAN style="COLOR: windowtext"><FONT face="Arial, Helvetica, sans-serif" size=3>[email protected]</FONT></SPAN></A><FONT face="Arial, Helvetica, sans-serif" size=3>. </FONT></SPAN><SPAN style="FONT-SIZE: 11pt; mso-bidi-font-size: 12.0pt"><FONT face="Arial, Helvetica, sansserif"><FONT size=3>Please visit our website at <A href="http://www.tsa.gov/">www.tsa.gov</A> for additional information about TSA.<SPAN style="mso-spacerun: yes"> </SPAN>We continue to add new information and encourage you to check the website frequently for updated information.<o:p></o:p></FONT></FONT></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt; mso-layout-grid-align: none"><SPAN style="FONT-SIZE: 11pt; FONT-FAMILY: Fixedsys; mso-bidi-font-size: 9.0pt; mso-bidi-font-family: Fixedsys"><FONT face="Arial, Helvetica, sans-serif"><FONT size=3> <o:p></o:p></FONT></FONT></SPAN></P><SPAN style="FONT-SIZE: 11pt; FONT-FAMILY: Fixedsys; mso-bidi-font-size: 9.0pt; mso-fareast-font-family: 'Times New Roman'; mso-ansi-language: EN-US; mso-fareast-language: EN-US; mso-bidi-language: ARSA; mso-bidi-font-family: Fixedsys"><FONT face="Arial, Helvetica, sans-serif" size=3>TSA Contact Center</FONT></SPAN></FONT></FONT></FONT></FONT></FONT></DIV> <DIV STYLE="font-family: Arial;color: #000000;"></DIV> </FONT><BR><br><br><DIV>--- Original Message ---<BR>From: <(b) (6) t><BR>Received: 6/29/2007 7:21:59 AM Eastern Standard Time (GMT - 4:00 )<BR>To: "TSA Contact Center" <[email protected]><BR>Subject: Customer Service Feedback<BR><BR> <META content="MS Exchange Server version 6.5.6944.0" name=Generator><!-- Converted from text/plain format --> <P><FONT size=2>THIS GENERATED EMAIL HAS BEEN SENT FROM TSA INTERNET CONTACT US-CUSTOMER SERVICE</FONT> </P> <P><FONT size=2>Remote Client IP: (b) (6) </FONT> <BR><FONT size=2>System Time: 6/28/2007 8:36:04 PM</FONT> <BR><FONT size=2>__________________________________________</FONT> </P> <P><FONT size=2>User Name: </FONT><BR><FONT size=2>(b) (6) </FONT> </P> <P><FONT size=2>User Email: </FONT><BR><FONT size=2>(b) (6) </FONT> <BR><FONT size=2>__________________________________________</FONT> </P> <P><FONT size=2>To:</FONT> <BR><FONT size=2>[email protected]</FONT> </P> <P><FONT size=2>Category: </FONT><BR><FONT size=2>Complaints</FONT> </P> <P><FONT size=2>Sub Category: </FONT><BR><FONT size=2>Customer Service</FONT> </P> <P><FONT size=2>Message: </FONT><BR><FONT size=2>On June 13th, Wednesday, I flew from OKC (2457) to Dallas (3435) to Pensacola, FL by American Airlines. When I arrived in Pensacola, I took a taxi to the hotel and realized that my suitcase had TSA tape around the mid section at the zipper. I thought that it had been searched, although I had never had tape placed on it. In the hotel, I pulled the tape off and discovered the my TSA lock, the rings on my zipper and the zipper heads were gone! The suitcase was still taped but no way to zip or unzip it. I then found the TSA lock, zipper rings and heads in the size pocket of my suitcase. The lock hook had been bent.</FONT></P> <P><FONT size=2>I spoke with American Airlines and they stated that due to the TSA tape that it was not their issue. I was placed in a bind in Pensacola without a suitcase and had to purchase the only one I could find to get back home, I then had to purchase one to replace it once I did come home since I was traveling the next day to Denver for another business trip.</FONT></P> <P><FONT size=2>I would like a refund for my replacement suitcase which I had to leave in Pensacola since I could not use it. I still have the TSA tape, TSA lock, and zipper parts in my possession. I will wait for your immediate response to this situation.</FONT></P> <P><FONT size=2>Thank you. (b) (6) </FONT> <BR><FONT size=2>cell - (b) (6) if you need to contact me.</FONT> <BR><FONT size=2>Thanks again.</FONT> </P> <P><FONT size=2>__________________________________________</FONT> <BR><FONT size=2>Date and Time of message: 6/28/2007 8:36:04 PM</FONT> </P></DIV><BR><BR>------ TCC Control Number: ------<BR><<#104927-165284#>></body></html> END RECORD
CONTACT RECORD
EID: 50121371 Contact Type: Contact Date: Medium: EMAIL Contact Status: CLOSED Incident Date: Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Body: THIS GENERATED EMAIL HAS BEEN SENT FROM TSA INTERNET CONTACT US-CUSTOMER SERVICE
(b) (6)
(b) (6)
Remote Client IP: (b) (6) System Time: 6/28/2007 11:02:27 AM __________________________________________ User Name:
(b) (6)
User Email:
(b) (6)
__________________________________________ To: [email protected] Category: Complaints Sub Category: All Other Complaints Message: I do quite a bit of traveling. You wonder why passengers are rude? The experience I had in OKC was the worst. 1st I came through the TSA checkpoint next to AA. The women at the screening machine said, in a very rude manner to 2 girls in fornt of me, to "go check that bag in because you aint comin thru here with that. I'm sure something happend before I arrived, but thats what I saw. when it came to my turn, she said take off your belt, shoes, money, etc. I asked her if she needed my ID. She said "take your boarding pass". I asked again "do you need my ID". She said "I know who you are I've seen tons of those". I have a FAA ID on a FAA neck band. She said "put it in the machine. I walked through the screen machine and went to get my stuff. As I passed her she sucked her teeth and whispered "whatever". I totally ignored her because I really didn't want to start a problem before my flight. I have been trying to get home for the 2nd day after being in OKC for a month. I really didn't want to spend a night in jail. Something has to be done. They are there to provide a service and safety. Not to be rude and belittle the customers. I came through at 9:10am. The girl was black, I think she had braids and glasses. I wish I had gotten a name. I don't know if you keep track of who is doing what at the checkpoints. For my 2nd complaint. I packed a box with oil and vineger, golfballs and a crockpot. I marked the box "Fragile Glass". I placed the oil and vinager standing up with protection around it. I know the chance that I was taking. Well, whoever openned my box to check it, never cared how it all went back together. Upon arrival in FLL I noticed the stain on the box. I know it could have been the airlines. What I am saying is a customer will go through the problem of packing things safe. TSA should do the same. It seems that no matter where I go, TSA is rude. Not all but most. Most of the screeners in FLL are good.
__________________________________________ Date and Time of message: 6/28/2007 11:02:27 AM Agent Notes: Consumer Complaint BCC/CSM Response Consumer Complaint BCC/CSM Response, bcc/kim wagner Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Opening Agent: Opened Date: 6/29/2007 7:26:14 AM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, Airline: Subject Category: DISCOURTEOUS/UNPROFESSIONAL TREATMENTS - DISCOURTEOUS/UNPROFESSIONAL TREATMENTS Interaction Type: COMPLAINT Response Email: From: Prior Vendor To: (b) (6) Subject: Re: Customer Service Feedback <<#105169-165540#>> Body: <html><HEAD><STYLE>p {margin-bottom: 0; margin-top: 0;}</STYLE></HEAD><body><FONT SIZE="2"> <DIV STYLE="font-family: Arial;color: #000000;"><FONT size=3><FONT size=3><FONT size=3><FONT size=3><FONT size=3><FONT size=3> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif">Thank you for your email message. We are sorry you were unhappy with your recent travel experience.</FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif"> <?xml:namespace prefix = o ns = "urn:schemas-microsoft-com:office:office" /><o:p></o:p></FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif">Because your complaint is regarding screening at<SPAN style="mso-spacerun: yes"> OKC airport</SPAN>, we have forwarded a copy of your email to the Customer Service Manager at that airport. The Customer Service Manager is responsible for ensuring that the screener workforce adheres to TSA principles for professional processing.</FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif"> <o:p></o:p></FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif">We monitor the number and nature of complaints we receive to track trends and spot areas of concern that may require special attention. This ongoing process will enable us to ensure prompt, corrective action whenever we determine that security-screening policies need modification or specific employees or screener teams are the subjects of repeated complaints.</FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif"> <o:p></o:p></FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif">Again, the TSA offers sincere apologies for the discomfort you experienced while traveling and</FONT><SPAN style="FONT-SIZE: 12pt; FONT-FAMILY: Arial; mso-fareast-fontfamily: 'Times New Roman'; mso-ansi-language: EN-US; mso-fareast-language: EN-US; mso-bidi-language: AR-SA"> encourage you to check the latest information at <A href="http://www.tsa.gov/">www.tsa.gov</A>.</SPAN><FONT face=Arial></FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif"> <o:p></o:p></FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif">TSA Contact Center</FONT></P><FONT face="Tahoma, Verdana, Arial" size=2></FONT></FONT></FONT></FONT></FONT></FONT></FONT></DIV> <DIV STYLE="font-family: Arial;color: #000000;"></DIV> </FONT><BR><br><br><DIV>--- Original Message ---<BR>From: < ><BR>Received: 6/29/2007 7:26:13 AM Eastern Standard Time (GMT - 4:00 )<BR>To: "TSA Contact Center" <[email protected]><BR>Subject: Customer Service Feedback<BR><BR> <META content="MS Exchange Server version 6.5.6944.0" name=Generator><!-- Converted from text/plain format --> <P><FONT size=2>THIS GENERATED EMAIL HAS BEEN SENT FROM TSA INTERNET CONTACT US-CUSTOMER SERVICE</FONT> </P> <P><FONT size=2>Remote Client IP: (b) (6) </FONT> <BR><FONT size=2>System Time: 6/28/2007 11:02:27 AM</FONT> <BR><FONT size=2>__________________________________________</FONT> </P> <P><FONT size=2>User Name: </FONT><BR><FONT size=2> </P> <P><FONT size=2>User Email: </FONT><BR><FONT size=2> /FONT> <BR><FONT size=2>__________________________________________</FONT> </P> <P><FONT size=2>To:</FONT> <BR><FONT size=2>[email protected]</FONT> </P> <P><FONT size=2>Category: </FONT><BR><FONT size=2>Complaints</FONT> </P> <P><FONT size=2>Sub Category: </FONT><BR><FONT size=2>All Other Complaints</FONT> </P>
(b) (6)
(b) (6)
<P><FONT size=2>Message: </FONT><BR><FONT size=2>I do quite a bit of traveling. You wonder why passengers are rude? The experience I had in OKC was the worst. 1st I came through the TSA checkpoint next to AA. The women at the screening machine said, in a very rude manner to 2 girls in fornt of me, to "go check that bag in because you aint comin thru here with that. I'm sure something happend before I arrived, but thats what I saw. when it came to my turn, she said take off your belt, shoes, money, etc. I asked her if she needed my ID. She said "take your boarding pass". I asked again "do you need my ID". She said "I know who you are I've seen tons of those". I have a FAA ID on a FAA neck band. She said "put it in the machine. I walked through the screen machine and went to get my stuff. As I passed her she sucked her teeth and whispered "whatever". I totally ignored her because I really didn't want to start a problem before my flight. I have been trying to get home for the 2nd day after being in OKC for a month. I really didn't want to spend a night in jail. Something has to be done. They are there to provide a service and safety. Not to be rude and belittle the customers. </FONT></P> <P><FONT size=2>I came through at 9:10am. The girl was black, I think she had braids and glasses. I wish I had gotten a name. I don't know if you keep track of who is doing what at the checkpoints.</FONT></P> <P><FONT size=2>For my 2nd complaint. I packed a box with oil and vineger, golfballs and a crockpot. I marked the box "Fragile Glass". I placed the oil and vinager standing up with protection around it. I know the chance that I was taking. Well, whoever openned my box to check it, never cared how it all went back together. Upon arrival in FLL I noticed the stain on the box. I know it could have been the airlines. What I am saying is a customer will go through the problem of packing things safe. TSA should do the same. </FONT></P> <P><FONT size=2>It seems that no matter where I go, TSA is rude. Not all but most. Most of the screeners in FLL are good.</FONT> </P> <P><FONT size=2>__________________________________________</FONT> <BR><FONT size=2>Date and Time of message: 6/28/2007 11:02:27 AM</FONT> </P></DIV><BR><BR>------ TCC Control Number: ------<BR><<#105169-165540#>></body></html> END RECORD
CONTACT RECORD
EID: 50126569 Contact Type: Contact Date: 2007-07-01 14:14:23 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2007-06-30 15:00:00 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Items missing from checked bag @ OKC - paintings on drawing paper, kids sports certificates
(b) (6)
7/1/07 OKC to ORD to FRA to MUN NOI was in bag Gate# 3 UALA# ?? @ 7pm Bag# 0016UA-255084 Body: Agent Notes: Provided Lost and Found information to caller and walked caller thru web for claim forms. Provided Lost and Found information to caller and walked caller thru web for claim forms. Provided Lost and Found information to caller and walked caller thru web for claim forms. Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Opening Agent: Opened Date: 7/1/2007 2:14:23 PM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, ORD Chicago, IL, USA - O'hare International Airport, FRA,Frankfurt, Germany - Frankfurt International, MUC,Munich, Germany - Franz Josef Strauss, Airline: United Airlines -¬United Airlines -¬, Subject Category: Claim Form Requests - Missing items from Checked Baggage - Claim Form Requests - Missing items from Checked Baggage Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 50127224 Contact Type: Contact Date: 2007-07-05 19:02:30 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2007-07-05 19:02:30 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Items damaged in checked bag @ (OKC/Laptop) Body: Agent Notes: Provided caller with information on the claims process, and SF-95 Downloaded Provided caller with information on the claims process, and SF-95 DownloadedProvided caller with information on the claims process, and SF-95 mailed on (Date), NOI PRESENT fl#2434;fl#780 Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Opening Agent: Opened Date: 7/5/2007 7:02:30 PM Linked Event IDs: Responses: Response Airport: OKCOKC Airline: Southwest AirlinesSouthwest Airlines, Subject Category: Claim Form Requests-Checked Bag - Claim Form Requests-Checked Bag Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 50128224 Contact Type: Contact Date: Medium: EMAIL Contact Status: CLOSED Incident Date: Contact Prefix: Contact First Name: Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: (b) (6) Subject: Body: THIS GENERATED EMAIL HAS BEEN SENT FROM TSA INTERNET CONTACT US-CUSTOMER SERVICE
(b) (6)
Remote Client IP: (b) (6) System Time: 6/29/2007 1:13:52 PM __________________________________________ User Name:
(b) (6)
User Email:
(b) (6)
__________________________________________ To: [email protected] Category: All Other Inquiries Message: When traveling on American Airlines upon inspection at Oklahoma City on 4-5-07, my pillow soft nasal mask to my CPAP machine was broken. Then value of this is about $390. We were not aware of the breakage until that evening when it was time for bed. __________________________________________ Date and Time of message: 6/29/2007 1:13:52 PM Agent Notes: Claim Request Claim Request, Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Opening Agent: Opened Date: 6/30/2007 9:56:19 AM Linked Event IDs: Responses: Response Airport: OKCOKC,Oklahoma City, OK, USA - Will Rogers World Airport, Airline: Subject Category: CLAIM FORM REQUESTS CARRY-ON - CLAIM FORM REQUESTS CARRY-ON
Interaction Type: COMPLAINT Response Email: From: Prior Vendor To: (b) (6) Subject: Re: Customer Service Feedback <<#105396-165804#>> Body: <html><HEAD><STYLE>p {margin-bottom: 0; margin-top: 0;}</STYLE></HEAD><body><FONT SIZE="2"> <DIV STYLE="font-family: Arial;color: #000000;"><FONT size=3><FONT size=3><FONT size=3><FONT size=3><FONT size=3> <P class=MsoNormal style="MARGIN: 0in 0in 0pt; mso-layout-grid-align: none"><SPAN style="FONT-SIZE: 11pt; mso-bidi-font-size: 10.0pt"><FONT face="Arial, Helvetica, sans-serif" size=3>Thank you for your e-mail message.<SPAN style="mso-spacerun: yes"> </SPAN></FONT></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt; mso-layout-grid-align: none"><SPAN style="FONT-SIZE: 11pt; FONT-FAMILY: Fixedsys; mso-bidi-font-size: 9.0pt; mso-bidi-font-family: Fixedsys"><FONT face="Arial, Helvetica, sans-serif"><FONT size=3> </FONT></FONT></SPAN><SPAN style="FONT-SIZE: 11pt; FONT-FAMILY: Fixedsys; mso-bidi-font-size: 9.0pt; mso-bidifont-family: Fixedsys"><FONT face="Arial, Helvetica, sans-serif"><FONT size=3> <?xml:namespace prefix = o ns = "urn:schemasmicrosoft-com:office:office" /><o:p></o:p></FONT></FONT></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt; mso-layout-grid-align: none"><SPAN style="FONT-SIZE: 11pt; FONT-FAMILY: Fixedsys; mso-bidi-font-size: 9.0pt; mso-bidi-font-family: Fixedsys"><FONT face="Arial, Helvetica, sans-serif"><FONT size=3>The Transportation Security Administration (TSA) is responsible for reviewing all claims relating to the screening of passengers and their baggage.<SPAN style="mso-spacerun: yes"> </SPAN>In order to protect your rights under federal law and to file a valid claim, you must send your claim in writing to TSA, stating the circumstances of the loss and the exact amount you are claiming (fair market value of lost or destroyed property, reasonable cost of repair for damaged property), within two years after your claim accrued.<SPAN style="mso-spacerun: yes"> </SPAN>The claim must be signed by you or your authorized representative (e.g., an attorney or other personal representative with appropriate proof of authority).<SPAN style="mso-spacerun: yes"> </SPAN><o:p></o:p></FONT></FONT></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt; mso-layout-grid-align: none"><SPAN style="FONT-SIZE: 11pt; FONT-FAMILY: Fixedsys; mso-bidi-font-size: 9.0pt; mso-bidi-font-family: Fixedsys"><FONT face="Arial, Helvetica, sans-serif"><FONT size=3> <o:p></o:p></FONT></FONT></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt; mso-layout-grid-align: none"><SPAN style="FONT-SIZE: 11pt; FONT-FAMILY: Fixedsys; mso-bidi-font-size: 9.0pt; mso-bidi-font-family: Fixedsys"><FONT face="Arial, Helvetica, sans-serif"><FONT size=3>You can satisfy the notice requirement by filling out the attached Standard Form 95 (claim form) in accordance with the instructions, and returning it to the address in box #1.<SPAN style="mso-spacerun: yes"> </SPAN>Please be sure to follow the instructions carefully, and to fill out the claim form completely.<SPAN style="mso-spacerun: yes"> </SPAN>While use of the form is not mandatory, it will help you ensure that you meet the legal requirements for filing a claim.<SPAN style="mso-spacerun: yes"> </SPAN><o:p></o:p></FONT></FONT></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt; mso-layout-grid-align: none"><SPAN style="FONT-SIZE: 11pt; FONT-FAMILY: Fixedsys; mso-bidi-font-size: 9.0pt; mso-bidi-font-family: Fixedsys"><FONT face="Arial, Helvetica, sans-serif"><FONT size=3> <o:p></o:p></FONT></FONT></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt; mso-layout-grid-align: none"><SPAN style="FONT-SIZE: 11pt; FONT-FAMILY: Fixedsys; mso-bidi-font-size: 9.0pt; mso-bidi-font-family: Fixedsys"><FONT face="Arial, Helvetica, sans-serif"><FONT size=3>Once the Claims Management Office has received your claim form, you will be sent a letter of acknowledgement and a claim number.<SPAN style="mso-spacerun: yes"> </SPAN>You should keep the claim number for future reference when inquiring about your claim.<SPAN style="mso-spacerun: yes"> </SPAN>TSA will try to resolve your claim as quickly as possible, but it may need time to make a further investigation of the facts.<SPAN style="mso-spacerun: yes"> </SPAN>If TSA denies your claim, or has not finally resolved it within six months after you have filed it, you may have a right to bring your claim to court.<SPAN style="msospacerun: yes"> </SPAN><o:p></o:p></FONT></FONT></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt; mso-layout-grid-align: none"><SPAN style="FONT-SIZE: 11pt; FONT-FAMILY: Fixedsys; mso-bidi-font-size: 9.0pt; mso-bidi-font-family: Fixedsys"><FONT face="Arial, Helvetica, sans-serif"><FONT size=3> <o:p></o:p></FONT></FONT></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt; mso-layout-grid-align: none"><SPAN style="FONT-SIZE: 11pt; FONT-FAMILY: Fixedsys; mso-bidi-font-size: 9.0pt; mso-bidi-font-family: Fixedsys"><FONT face="Arial, Helvetica, sans-serif"><FONT size=3>Please visit TSAGÇÖs Claims Management OfficeGÇÖs website at </FONT><A title=blocked::https://claims.tsa.dhs.gov/ href="https://claims.tsa.dhs.gov/"><FONT size=3>https://claims.tsa.dhs.gov</FONT></A></FONT><FONT face="Arial, Helvetica, sansserif"><FONT size=3> for information related to filing a claim, checking the status of a claim and other claim related issues.<o:p></o:p></FONT></FONT></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt; mso-layout-grid-align: none"><SPAN style="FONT-SIZE: 11pt; FONT-FAMILY: Fixedsys; mso-bidi-font-size: 9.0pt; mso-bidi-font-family: Fixedsys"><FONT face="Arial, Helvetica, sans-serif"><FONT size=3> <o:p></o:p></FONT></FONT></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt; mso-layout-grid-align: none"><SPAN style="FONT-SIZE: 11pt; FONT-FAMILY: Fixedsys; mso-bidi-font-size: 9.0pt; mso-bidi-font-family: Fixedsys"><FONT face="Arial, Helvetica, sans-serif" size=3>We hope that this provides you with all of the information you need. If you have additional questions related to the claims process, please contact the Claims Management Office at </FONT><A href="mailto:[email protected]"><SPAN style="COLOR: windowtext"><FONT face="Arial, Helvetica, sans-serif" size=3>[email protected]</FONT></SPAN></A><FONT face="Arial, Helvetica, sans-serif"
size=3>. </FONT></SPAN><SPAN style="FONT-SIZE: 11pt; mso-bidi-font-size: 12.0pt"><FONT face="Arial, Helvetica, sansserif"><FONT size=3>Please visit our website at <A href="http://www.tsa.gov/">www.tsa.gov</A> for additional information about TSA.<SPAN style="mso-spacerun: yes"> </SPAN>We continue to add new information and encourage you to check the website frequently for updated information.<o:p></o:p></FONT></FONT></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt; mso-layout-grid-align: none"><SPAN style="FONT-SIZE: 11pt; FONT-FAMILY: Fixedsys; mso-bidi-font-size: 9.0pt; mso-bidi-font-family: Fixedsys"><FONT face="Arial, Helvetica, sans-serif"><FONT size=3> <o:p></o:p></FONT></FONT></SPAN></P><SPAN style="FONT-SIZE: 11pt; FONT-FAMILY: Fixedsys; mso-bidi-font-size: 9.0pt; mso-fareast-font-family: 'Times New Roman'; mso-ansi-language: EN-US; mso-fareast-language: EN-US; mso-bidi-language: ARSA; mso-bidi-font-family: Fixedsys"><FONT face="Arial, Helvetica, sans-serif" size=3>TSA Contact Center</FONT></SPAN></FONT></FONT></FONT></FONT></FONT></DIV> <DIV STYLE="font-family: Arial;color: #000000;"></DIV> </FONT><BR><br><br><DIV>--- Original Message ---<BR>From: <(b) (6) ><BR>Received: 6/30/2007 9:56:18 AM Eastern Standard Time (GMT - 4:00 )<BR>To: "TSA Contact Center" <[email protected]><BR>Subject: Customer Service Feedback<BR><BR> <META content="MS Exchange Server version 6.5.6944.0" name=Generator><!-- Converted from text/plain format --> <P><FONT size=2>THIS GENERATED EMAIL HAS BEEN SENT FROM TSA INTERNET CONTACT US-CUSTOMER SERVICE</FONT> </P> <P><FONT size=2>Remote Client IP: (b) (6) </FONT> <BR><FONT size=2>System Time: 6/29/2007 1:13:52 PM</FONT> <BR><FONT size=2>__________________________________________</FONT> </P> <P><FONT size=2>User Name: </FONT><BR><FONT size=(b) (6) /FONT> </P> <P><FONT size=2>User Email: </FONT><BR><FONT size=2(b) (6) </FONT> <BR><FONT size=2>__________________________________________</FONT> </P> <P><FONT size=2>To:</FONT> <BR><FONT size=2>[email protected]</FONT> </P> <P><FONT size=2>Category: </FONT><BR><FONT size=2>All Other Inquiries</FONT> </P> <P><FONT size=2>Message: </FONT><BR><FONT size=2>When traveling on American Airlines upon inspection at Oklahoma City on 4-507, my pillow soft nasal mask to my CPAP machine was broken. Then value of this is about $390. We were not aware of the breakage until that evening when it was time for bed.</FONT></P> <P><FONT size=2>__________________________________________</FONT> <BR><FONT size=2>Date and Time of message: 6/29/2007 1:13:52 PM</FONT> </P></DIV><BR><BR>------ TCC Control Number: ------<BR><<#105396-165804#>></body></html> END RECORD
CONTACT RECORD
EID: 50134983 Contact Type: Contact Date: Medium: EMAIL Contact Status: CLOSED Incident Date: Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Body: My name is (b) (6) and I recently flew to Oklahoma City, OK, from St. Louis, MO, and vise versa, via Southwest Airlines. Upon my arrival home (to St. Louis) I was taking my luggage out to the car and noticed one of my bags had a large rip in it, normally I wouldn't care, I would just buy a new bag, BUT the bag that was ripped is my massage table bag, later getting home I noticed a "Transportation Security Administration Notice of Baggage Inspection" paper in my massage table. It is obvious that while the TSA was 'inspecting' my bag they mishandled it and picked it up, not by the 3 handles available on the bag, but by the straps that buckle and insure the bag is closed properly, thus tearing and ruining my massage table bag. I would like to know how we will properly solve this problem. Thanks for your time
(b) (6)
(b) (6)
(b) (6)
_____ Park yourself in front of a world of choices in alternative vehicles. Visit the Yahoo! Auto Green Center. <http://us.rd.yahoo.com/evt=48246/*http://autos.yahoo.com/green_center/;_ylc=X3oDMTE5cDF2bXZzBF9TAzk3MTA3MDc2BHNlYwNtYWl sdGFncwRzbGsDZ3JlZW4tY2VudGVy> Agent Notes: Claim Request Claim Request, Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Opening Agent: Opened Date: 7/5/2007 9:05:01 AM Linked Event IDs: Responses: Response Airport: OKCOKC Airline: Subject Category: CLAIM FORM REQUESTS CHECKED - CLAIM FORM REQUESTS CHECKED Interaction Type: COMPLAINT Response Email: From: Prior Vendor To: (b) (6)
Subject: Re: <<#106746-167411#>> Body: <html><HEAD><STYLE>p {margin-bottom: 0; margin-top: 0;}</STYLE></HEAD><body><FONT SIZE="2"> <DIV STYLE="font-family: Arial;color: #000000;"><FONT size=3><FONT size=3><FONT size=3><FONT size=3><FONT size=3> <P class=MsoNormal style="MARGIN: 0in 0in 0pt; mso-layout-grid-align: none"><SPAN style="FONT-SIZE: 11pt; mso-bidi-font-size: 10.0pt"><FONT face="Arial, Helvetica, sans-serif" size=3>Thank you for your e-mail message.<SPAN style="mso-spacerun: yes"> </SPAN></FONT></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt; mso-layout-grid-align: none"><SPAN style="FONT-SIZE: 11pt; FONT-FAMILY: Fixedsys; mso-bidi-font-size: 9.0pt; mso-bidi-font-family: Fixedsys"><FONT face="Arial, Helvetica, sans-serif"><FONT size=3> </FONT></FONT></SPAN><SPAN style="FONT-SIZE: 11pt; FONT-FAMILY: Fixedsys; mso-bidi-font-size: 9.0pt; mso-bidifont-family: Fixedsys"><FONT face="Arial, Helvetica, sans-serif"><FONT size=3> <?xml:namespace prefix = o ns = "urn:schemasmicrosoft-com:office:office" /><o:p></o:p></FONT></FONT></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt; mso-layout-grid-align: none"><SPAN style="FONT-SIZE: 11pt; FONT-FAMILY: Fixedsys; mso-bidi-font-size: 9.0pt; mso-bidi-font-family: Fixedsys"><FONT face="Arial, Helvetica, sans-serif"><FONT size=3>The Transportation Security Administration (TSA) is responsible for reviewing all claims relating to the screening of passengers and their baggage.<SPAN style="mso-spacerun: yes"> </SPAN>In order to protect your rights under federal law and to file a valid claim, you must send your claim in writing to TSA, stating the circumstances of the loss and the exact amount you are claiming (fair market value of lost or destroyed property, reasonable cost of repair for damaged property), within two years after your claim accrued.<SPAN style="mso-spacerun: yes"> </SPAN>The claim must be signed by you or your authorized representative (e.g., an attorney or other personal representative with appropriate proof of authority).<SPAN style="mso-spacerun: yes"> </SPAN><o:p></o:p></FONT></FONT></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt; mso-layout-grid-align: none"><SPAN style="FONT-SIZE: 11pt; FONT-FAMILY: Fixedsys; mso-bidi-font-size: 9.0pt; mso-bidi-font-family: Fixedsys"><FONT face="Arial, Helvetica, sans-serif"><FONT size=3> <o:p></o:p></FONT></FONT></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt; mso-layout-grid-align: none"><SPAN style="FONT-SIZE: 11pt; FONT-FAMILY: Fixedsys; mso-bidi-font-size: 9.0pt; mso-bidi-font-family: Fixedsys"><FONT face="Arial, Helvetica, sans-serif"><FONT size=3>You can satisfy the notice requirement by filling out the attached Standard Form 95 (claim form) in accordance with the instructions, and returning it to the address in box #1.<SPAN style="mso-spacerun: yes"> </SPAN>Please be sure to follow the instructions carefully, and to fill out the claim form completely.<SPAN style="mso-spacerun: yes"> </SPAN>While use of the form is not mandatory, it will help you ensure that you meet the legal requirements for filing a claim.<SPAN style="mso-spacerun: yes"> </SPAN><o:p></o:p></FONT></FONT></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt; mso-layout-grid-align: none"><SPAN style="FONT-SIZE: 11pt; FONT-FAMILY: Fixedsys; mso-bidi-font-size: 9.0pt; mso-bidi-font-family: Fixedsys"><FONT face="Arial, Helvetica, sans-serif"><FONT size=3> <o:p></o:p></FONT></FONT></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt; mso-layout-grid-align: none"><SPAN style="FONT-SIZE: 11pt; FONT-FAMILY: Fixedsys; mso-bidi-font-size: 9.0pt; mso-bidi-font-family: Fixedsys"><FONT face="Arial, Helvetica, sans-serif"><FONT size=3>Once the Claims Management Office has received your claim form, you will be sent a letter of acknowledgement and a claim number.<SPAN style="mso-spacerun: yes"> </SPAN>You should keep the claim number for future reference when inquiring about your claim.<SPAN style="mso-spacerun: yes"> </SPAN>TSA will try to resolve your claim as quickly as possible, but it may need time to make a further investigation of the facts.<SPAN style="mso-spacerun: yes"> </SPAN>If TSA denies your claim, or has not finally resolved it within six months after you have filed it, you may have a right to bring your claim to court.<SPAN style="msospacerun: yes"> </SPAN><o:p></o:p></FONT></FONT></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt; mso-layout-grid-align: none"><SPAN style="FONT-SIZE: 11pt; FONT-FAMILY: Fixedsys; mso-bidi-font-size: 9.0pt; mso-bidi-font-family: Fixedsys"><FONT face="Arial, Helvetica, sans-serif"><FONT size=3> <o:p></o:p></FONT></FONT></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt; mso-layout-grid-align: none"><SPAN style="FONT-SIZE: 11pt; FONT-FAMILY: Fixedsys; mso-bidi-font-size: 9.0pt; mso-bidi-font-family: Fixedsys"><FONT face="Arial, Helvetica, sans-serif"><FONT size=3>Please visit TSAGÇÖs Claims Management OfficeGÇÖs website at </FONT><A title=blocked::https://claims.tsa.dhs.gov/ href="https://claims.tsa.dhs.gov/"><FONT size=3>https://claims.tsa.dhs.gov</FONT></A></FONT><FONT face="Arial, Helvetica, sansserif"><FONT size=3> for information related to filing a claim, checking the status of a claim and other claim related issues.<o:p></o:p></FONT></FONT></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt; mso-layout-grid-align: none"><SPAN style="FONT-SIZE: 11pt; FONT-FAMILY: Fixedsys; mso-bidi-font-size: 9.0pt; mso-bidi-font-family: Fixedsys"><FONT face="Arial, Helvetica, sans-serif"><FONT size=3> <o:p></o:p></FONT></FONT></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt; mso-layout-grid-align: none"><SPAN style="FONT-SIZE: 11pt; FONT-FAMILY: Fixedsys; mso-bidi-font-size: 9.0pt; mso-bidi-font-family: Fixedsys"><FONT face="Arial, Helvetica, sans-serif" size=3>We hope that this provides you with all of the information you need. If you have additional questions related to the claims process, please contact the Claims Management Office at </FONT><A href="mailto:[email protected]"><SPAN style="COLOR: windowtext"><FONT face="Arial, Helvetica, sans-serif" size=3>[email protected]</FONT></SPAN></A><FONT face="Arial, Helvetica, sans-serif" size=3>. </FONT></SPAN><SPAN style="FONT-SIZE: 11pt; mso-bidi-font-size: 12.0pt"><FONT face="Arial, Helvetica, sansserif"><FONT size=3>Please visit our website at <A href="http://www.tsa.gov/">www.tsa.gov</A> for additional information about TSA.<SPAN style="mso-spacerun: yes"> </SPAN>We continue to add new information and encourage you to check the website frequently for updated information.<o:p></o:p></FONT></FONT></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt; mso-layout-grid-align: none"><SPAN style="FONT-SIZE: 11pt; FONT-FAMILY:
Fixedsys; mso-bidi-font-size: 9.0pt; mso-bidi-font-family: Fixedsys"><FONT face="Arial, Helvetica, sans-serif"><FONT size=3> <o:p></o:p></FONT></FONT></SPAN></P><SPAN style="FONT-SIZE: 11pt; FONT-FAMILY: Fixedsys; mso-bidi-font-size: 9.0pt; mso-fareast-font-family: 'Times New Roman'; mso-ansi-language: EN-US; mso-fareast-language: EN-US; mso-bidi-language: ARSA; mso-bidi-font-family: Fixedsys"><FONT face="Arial, Helvetica, sans-serif" size=3>TSA Contact Center</FONT></SPAN></FONT></FONT></FONT></FONT></FONT></DIV> <DIV STYLE="font-family: Arial;color: #000000;"></DIV> </FONT><BR><br><br><DIV>--- Original Message ---<BR>From: "(b) (6) < (b) (6) gt;<BR>Received: 7/5/2007 9:05:00 AM Eastern Standard Time (GMT - 4:00 )<BR>To: "TSA Contact Center" <[email protected]><BR>Subject: <BR><BR> <DIV>My name is , and I recently flew to Oklahoma City, OK, from St. Louis, MO, and vise versa, via Southwest Airlines. Upon my arrival home (to St. Louis) I was taking my luggage out to the car and noticed one of my bags had a large rip in it, normally I wouldn't care, I would just buy a new bag, BUT the bag that was ripped is my massage table bag, later getting home I noticed a "Transportation Security Administration Notice of Baggage Inspection" paper in my massage table. It is obvious that while the TSA was 'inspecting' my bag they mishandled it and picked it up, not by the 3 handles available on the bag, but by the straps that buckle and insure the bag is closed properly, thus tearing and ruining my massage table bag. I would like to know how we will properly solve this problem.</DIV> <DIV>Thanks for your time</DIV> <DIV (b) (6) </DIV><BR><BR> <DIV dir=ltr style="MARGIN-RIGHT: 0px" align=center><FONT color=#00bf60 size=3><STRONG><EM>(b) (6) (b) (6) /EM></STRONG></FONT></DIV> <P> <HR SIZE=1> Park yourself in front of a world of choices in alternative vehicles.<BR><A href="http://us.rd.yahoo.com/evt=48246/*http://autos.yahoo.com/green_center/;_ylc=X3oDMTE5cDF2bXZzBF9TAzk3MTA3MDc2BHNlYwN tYWlsdGFncwRzbGsDZ3JlZW4tY2VudGVy">Visit the Yahoo! Auto Green Center.</A></DIV><BR><BR>------ TCC Control Number: -----<BR><<#106746-167411#>></body></html> END RECORD
(b) (6)
CONTACT RECORD
EID: 50136924 Contact Type: Contact Date: 2009-01-11 15:45:23 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2009-01-11 15:45:23 Contact Prefix: Contact First Name: Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Caller said that her makeup kit was missing from her checked luggage and wanted to get it back Body: Agent Notes: Provided the number to TSA's lost and found at OKC Provided the number to TSA's lost and found at OKC There was a notice of baggage inspection Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Opening Agent: Opened Date: 1/11/2009 3:45:23 PM Linked Event IDs:
(b) (6)
Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, Airline: Subject Category: Lost and Found- TSA - Lost and Found- TSA Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 50139388 Contact Type: Contact Date: 2007-07-06 21:12:14 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2007-07-06 21:12:14 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Caller found extra things in bag Body: Agent Notes: Advised I will email CSM Advised I will email CSMProvided Lost and Found information to caller and SF-95 form mailed on (Date), Brief Description: (b) (6) opened her checked bag to find someone else's under wear and negligee had been placed in her bag. She wants to know what could have caused that error. Please call her at (b) (6) Date of Incident: 07/06/07 Customer Name: (b) (6) Customer Contact Information: (b) (6) Airport: OKC Airline: Express Jet airlines Flight#: 23 Terminal/Gate: Check In/Incident Time: 7:30am Carry On or Checked Baggage: Checked baggage IMS# : 96072159746 Baggage#: XE272171
Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Opening Agent: Opened Date: 7/6/2007 9:12:14 PM Linked Event IDs: Responses: Response Airport: OKCOKC Airline: Express Jet AirlinesExpress Jet Airlines, Subject Category: Claim Form Requests - Missing items from Checked Baggage - Claim Form Requests - Missing items from Checked Baggage Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 50149343 Contact Type: Contact Date: 2007-07-11 16:08:37 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2007-07-11 16:08:59 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Items missing from checked bag @ (OKC & Genology Papers). Enter date claim form was mailed., Body: Agent Notes: Provided Lost and Found information to caller and advised caller how to file a claim. Provided Lost and Found information to caller and advised caller how to file a claim. Provided Lost and Found information to caller and advised caller how to file a claim. Provided Lost and Found information to caller and advised caller how to file a claim.Provided Lost and Found information to caller and advised caller how to file a claim. Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Opening Agent: Opened Date: 7/11/2007 4:08:37 PM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, Airline: Southwest AirlinesSouthwest Airlines, Subject Category: Claim Form Requests - Missing items from Checked Baggage - Claim Form Requests - Missing items from Checked Baggage Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 50153959 Contact Type: Contact Date: Medium: EMAIL Contact Status: CLOSED Incident Date: Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: (b) (6) Subject: Body: THIS GENERATED EMAIL HAS BEEN SENT FROM TSA INTERNET CONTACT US-CUSTOMER SERVICE
(b) (6)
Remote Client IP: (b) (6) System Time: 7/17/2007 9:33:44 AM __________________________________________ User Name:
(b) (6)
User Email:
(b) (6)
__________________________________________ To: [email protected] Category: Complaints Sub Category: Customer Service Message: Because we lost an personal carry on item we needed to reenter the secure area to search in a particular restroom in which we thought the item had been left. The time was 9:30 p.m. at the Oklahoma City Airport when the facility was practically deserted. The personell at the check point were particularily unhelpfull and unsympathitic to our situation. There is no reason for this attitude other than it is typical of the attitude most frequently encountered when dealing with TSA personel. I obtained the name and badge number of the individual which was the most offensive and will provide the same to you upon request. Sticking a badge and gun on someone should not give him/her the authority to treat all of the traveling public as so many cattle to be herded and yelled at. The culture of this organization should be revised. __________________________________________ Date and Time of message: 7/17/2007 9:33:44 AM Agent Notes: Consumer Complaint BCC/CSM Response Consumer Complaint BCC/CSM Response, bcc/(b) (6) Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date:
Opening Agent: Opened Date: 7/18/2007 10:22:40 AM Linked Event IDs: Responses: Response Airport: OKCOKC,Oklahoma City, OK, USA - Will Rogers World Airport, Airline: Subject Category: Discourteous- Rude Employee - Discourteous- Rude Employee Interaction Type: COMPLAINT Response Email: From: Prior Vendor To: (b) (6) Subject: Re: Customer Service Feedback <<#110946-172208#>> Body: <html><HEAD><STYLE>p {margin-bottom: 0; margin-top: 0;}</STYLE></HEAD><body><FONT SIZE="2"> <DIV STYLE="font-family: Arial;color: #000000;"><FONT size=3><FONT size=3><FONT size=3><FONT size=3><FONT size=3><FONT size=3> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif">Thank you for your email message. We are sorry you were unhappy with your recent travel experience.</FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif"> <?xml:namespace prefix = o ns = "urn:schemas-microsoft-com:office:office" /><o:p></o:p></FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif">Because your complaint is regarding screening at<SPAN style="mso-spacerun: yes"> Oklahoma City</SPAN>, we have forwarded a copy of your email to the Customer Service Manager at that airport. The Customer Service Manager is responsible for ensuring that the screener workforce adheres to TSA principles for professional processing.</FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif"> <o:p></o:p></FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif">We monitor the number and nature of complaints we receive to track trends and spot areas of concern that may require special attention. This ongoing process will enable us to ensure prompt, corrective action whenever we determine that security-screening policies need modification or specific employees or screener teams are the subjects of repeated complaints.</FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif"> <o:p></o:p></FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif">Again, the TSA offers sincere apologies for the discomfort you experienced while traveling and</FONT><SPAN style="FONT-SIZE: 12pt; FONT-FAMILY: Arial; mso-fareast-fontfamily: 'Times New Roman'; mso-ansi-language: EN-US; mso-fareast-language: EN-US; mso-bidi-language: AR-SA"> encourage you to check the latest information at <A href="http://www.tsa.gov/">www.tsa.gov</A>.</SPAN><FONT face=Arial></FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif"> <o:p></o:p></FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif">TSA Contact Center</FONT></P><FONT face="Tahoma, Verdana, Arial" size=2></FONT></FONT></FONT></FONT></FONT></FONT></FONT></DIV> <DIV STYLE="font-family: Arial;color: #000000;"></DIV> </FONT><BR><br><br><DIV>--- Original Message ---<BR>From: <(b) (6) <BR>Received: 7/18/2007 10:22:39 AM Eastern Standard Time (GMT - 4:00 )<BR>To: "TSA Contact Center" <[email protected]><BR>Subject: Customer Service Feedback<BR><BR> <META content="MS Exchange Server version 6.5.6944.0" name=Generator><!-- Converted from text/plain format --> <P><FONT size=2>THIS GENERATED EMAIL HAS BEEN SENT FROM TSA INTERNET CONTACT US-CUSTOMER SERVICE</FONT> </P> <P><FONT size=2>Remote Client IP: (b) (6) /FONT> <BR><FONT size=2>System Time: 7/17/2007 9:33:44 AM</FONT> <BR><FONT size=2>__________________________________________</FONT> </P> <P><FONT size=2>User Name: </FONT><BR><FONT size=2>(b) (6) </FONT> </P> <P><FONT size=2>User Email: </FONT><BR><FONT size=2>(b) (6) </FONT> <BR><FONT size=2>__________________________________________</FONT> </P> <P><FONT size=2>To:</FONT> <BR><FONT size=2>[email protected]</FONT> </P> <P><FONT size=2>Category: </FONT><BR><FONT size=2>Complaints</FONT> </P> <P><FONT size=2>Sub Category: </FONT><BR><FONT size=2>Customer Service</FONT> </P> <P><FONT size=2>Message: </FONT><BR><FONT size=2>Because we lost an personal carry on item we needed to reenter the secure area to search in a particular restroom in which we thought the item had been left. The time was 9:30 p.m. at the Oklahoma City Airport when the facility was practically deserted. The personell at the check point were particularily unhelpfull and unsympathitic to our situation. There is no reason for this attitude other than it is typical of the attitude most frequently encountered when dealing with TSA personel. I obtained the name and badge number of the individual which was the most offensive and will provide the same to you upon request. </FONT></P> <P><FONT size=2>Sticking a badge and gun on someone should not give him/her the authority to treat all of the traveling public as so many cattle to be herded and yelled at. The culture of this organization should be revised. </FONT></P>
<P><FONT size=2>__________________________________________</FONT> <BR><FONT size=2>Date and Time of message: 7/17/2007 9:33:44 AM</FONT> </P></DIV><BR><BR>------ TCC Control Number: ------<BR><<#110946-172208#>></body></html> END RECORD
CONTACT RECORD
EID: 50161232 Contact Type: Contact Date: 2007-08-01 12:22:31 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2007-07-30 13:30:00 Contact Prefix: (b) (6) Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Items damaged in checked bag @ OKC & antique juice canister and indian pottery. Walked caller thru website to download form. Body: Agent Notes: Provided caller with information on the claims process, and Walked caller thru website to download SF-95. Provided caller with information on the claims process, and Walked caller thru website to download SF-95. Provided caller with information on the claims process, and SF-95 mailed on (Date), Caller reported that TSA screener's mishandled her luggage as well because she specifically wrote on her baggage that ther were fragile items inside which were wrapped in bubble wrap to protect them and the screener's still didn't properly repack her items. Caller's Flight# 225/ Bag Tag# XE 434235 Follow Up: To TSOC Date: From TSOC Date: Last Updated By: Last Update Date: Opening Agent: Opened Date: 8/1/2007 12:22:31 PM Linked Event IDs:
(b) (6)
Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, Airline: Express Jet AirlinesExpress Jet Airlines, Subject Category: Claim Form Requests-Checked Bag - Claim Form Requests-Checked Bag Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 50167350 Contact Type: Contact Date: 2007-08-03 21:01:04 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2007-08-03 12:30:00 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Items damaged in checked bag @ (OKC: $200 CPAP machine's mask) . walked caller through website for claim form Body: Agent Notes: Provided caller with information on the claims process, and walked caller through website for claims form Provided caller with information on the claims process, and walked caller through website for claims formProvided caller with information on the claims process, and SF-95 mailed on (Date), NOI: yes Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Opening Agent: Opened Date: 8/3/2007 9:01:04 PM Linked Event IDs:
(b) (6)
(b) (6)
Responses: Response Airport: OKCIAH Houston, TX, USA - Houston Intercontinental, OKC Oklahoma City, OK, USA - Will Rogers World Airport, Airline: Continental Airlines (present) -¬Continental Airlines (present) -¬, Subject Category: Claim Form Requests-Checked Bag - Claim Form Requests-Checked Bag Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 50170198 Contact Type: Contact Date: Medium: EMAIL Contact Status: CLOSED Incident Date: Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: (b) (6) Subject: Body: -----Original Message----From: (b) (6) Sent: Tuesday, July 24, 2007 4:17 PM To: OCR-externalcompliance, tsa Subject: Customer Service Feedback THIS GENERATED EMAIL HAS BEEN SENT FROM TSA INTERNET CONTACT US-CUSTOMER SERVICE Remote Client IP: (b) (6) System Time: 7/24/2007 4:17:02 PM __________________________________________ User Name:
(b) (6)
User Email:
(b) (6)
_________________ To: [email protected] Category: Complaints Sub Category: Civil Rights Message: Your TSA people in Oklahoma City's Will Rogers Airport obviously don't know the rules, or chose to ignore them, or they are more into racial profiling than they are into protecting the public. I was steered to a line (lane 1) where they took my roll on deodorant (2.6 oz), my lip gloss (which were each less than .5 oz; my fingernail polish (.03 oz) all of these products were perfectly legal for carry on according to the list (which I am going over here online) -- there was no reason for taking my fingernail polish, deodorant, or toothpaste. There was a BIC
cigarette lighter, which I definitely understood might be dangerous -so I had no argument about it being confiscated. However, when I asked about why they were confiscated, especially since they met the size and the polish was in my cosmetic case along with the lip gloss -- I got a snide remark from the TSA guard: "the size was correct but people do some strange things and we don't want to take chances. You never know." He asked me what I wanted to do with them -- I recommended he donate it to charity instead of discarding them. He said I could go back to the back of the line after I got a plastic container -- the upshot was that they discarded my cosmetics under the pretext of safety. Either they don't know the rules, or they're running the rubics of Redneck -- you see a Black person, hassle them. I think they went overboard in the way they spent more than 40 minutes going through my things -- and they did what they did as a b.s. way of justifying their actions. I certainly am as concerned as anyone else about terrorists ...but I don't want gestapo moves made on me under the guise of protection. Thank you __________________________________________ Date and Time of message: 7/24/2007 4:17:02 PM Agent Notes: Forward to CSM Response Forward to CSM Response, fwd Follow Up: To TSOC Date: From TSOC Date: Last Updated By: Last Update Date: Opening Agent: Opened Date: 8/4/2007 10:39:56 AM Linked Event IDs:
(b) (6)
(b) (6)
Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, Airline: Subject Category: Allowance of Acceptable Items-Permitted/Prohibited - Allowance of Acceptable Items-Permitted/Prohibited Interaction Type: COMPLAINT Response Email: From: Prior Vendor To: (b) (6) Subject: Re: Customer Service Feedback <<#114246-178249#>> Body: <html><HEAD><STYLE>p {margin-bottom: 0; margin-top: 0;}</STYLE></HEAD><body><HTML><HEAD><STYLE>p {margin-bottom: 0; margin-top: 0;}</STYLE></HEAD><body><FONT SIZE="2"> <DIV STYLE="font-family: Arial;color: #000000;"><FONT size=3><FONT size=3><FONT size=3><FONT size=3><FONT size=3><FONT size=3><FONT size=3> <P class=MsoNormal style="MARGIN: 0in 0in 0pt" (b) (6) /P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face=Arial></FONT> </P><FONT face="Arial, Helvetica, sans-serif"> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif">The following email is being forwarded to you for review from the TCC. Please contact the consumer to resolve their issue/s addressed in the original email message below and reply with resolution to the TCC Customer Service representative, who will close the TCC record.</FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"></FONT><FONT face="Arial, Helvetica, sans-serif"> <?xml:namespace prefix = o ns = "urn:schemas-microsoft-com:office:office" /><o:p></o:p></FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif">Thank you,</FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif"> <o:p></o:p></FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif">(b) (6) FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt">TSA Contact Center</P><FONT face="Tahoma, Verdana, Arial" size=2></FONT></FONT></FONT></FONT></FONT></FONT></FONT></FONT></DIV> <DIV STYLE="font-family: Arial;color: #000000;"><BR>-----Original Message-----<BR>From: [mailto:(b) (6) ] <BR>Sent: Tuesday, July 24, 2007 4:17 PM<BR>To: OCR-externalcompliance, tsa<BR>Subject: Customer Service Feedback<BR><BR>THIS GENERATED EMAIL HAS BEEN SENT FROM TSA INTERNET CONTACT USCUSTOMER<BR>SERVICE<BR><BR>Remote Client IP: (b) (6) <BR>System Time: 7/24/2007 4:17:02 PM<BR>__________________________________________<BR><BR>User Name: <BR (b) (6) BR><BR>User Email: <BR BR>__________________________________________<BR><BR>To:<BR>tsa.ocr-
(b) (6)
(b) (6)
[email protected]<BR><BR>Category: <BR>Complaints<BR><BR>Sub Category: <BR>Civil Rights<BR><BR>Message: <BR>Your TSA people in Oklahoma City's Will Rogers Airport obviously don't<BR>know the rules, or chose to ignore them, or they are more into racial<BR>profiling than they are into protecting the public. I was steered to a<BR>line (lane 1) where they took my roll on deodorant (2.6 oz), my lip<BR>gloss (which were each less than .5 oz; my fingernail polish (.03 oz) -<BR>all of these products were perfectly legal for carry on according to the<BR>list (which I am going over here online) -- there was no reason for<BR>taking my fingernail polish, deodorant, or toothpaste. There was a BIC<BR>cigarette lighter, which I definitely understood might be dangerous --<BR>so I had no argument about it being confiscated. However, when I asked<BR>about why they were confiscated, especially since they met the size and<BR>the polish was in my cosmetic case along with the lip gloss -- I got a<BR>snide remark from the TSA guard: "the size was correct but people do<BR>some strange things and we don't want to take chances. You never know."<BR>He asked me what I wanted to do with them -- I recommended he donate it<BR>to charity instead of discarding them. He said I could go back to the<BR>back of the line after I got a plastic container -- the upshot was that<BR>they discarded my cosmetics under the pretext of safety. Either they<BR>don't know the rules, or they're running the rubics of Redneck -- you<BR>see a Black person, hassle them. I think they went overboard in the way<BR>they spent more than 40 minutes going through my things -- and they did<BR>what they did as a b.s. way of justifying their actions. I certainly am<BR>as concerned as anyone else about terrorists ...but I don't want gestapo<BR>moves made on me under the guise of protection. Thank you <BR><BR>__________________________________________<BR>Date and Time of message: 7/24/2007 4:17:02 PM</DIV></FONT><BR><BR>------ TCC Control Number: ------<BR><<#114246-178249#>></BODY></HTML></body></html> END RECORD
CONTACT RECORD
EID: 50170763 Contact Type: Contact Date: 2009-02-11 08:22:57 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2009-02-11 08:22:57 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Caller reported long lines at (OKC) Body: Agent Notes: Apologized for the inconvenience and explained that TSA is only responsible for the area beginning at the security checkpoint leading into the secured area. The area leading up to the security checkpoint is regulated by the airport and the airlines that is assigned to that particular terminal. Apologized for the inconvenience and explained that TSA is only responsible for the area beginning at the security checkpoint leading into the secured area. The area leading up to the security checkpoint is regulated by the airport and the airlines that is assigned to that particular terminal., Caller stated that he doesnt know why the pilots/crew and a paper boy was allowed to be screened first thru the crewmember line Advised the caller that TSA doesnt run these lines persay, they are directed as to how to let the passengers and staff members thru
(b) (6)
Caller says screening practices between airports are inconsistent Explained TSA has developed standard screening practices for all of our Nation's airports, and passengers can expect essentially the same procedures. While the procedures are the same everywhere, the interpretation of those procedures results in some slight variations from airport to airport - situation to situation.
Caller asked for the OKC airport phone number Advised caller to contact the airport and provided the airport's phone number., Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Opening Agent: Opened Date: 2/11/2009 8:22:57 AM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, Airline: Continental Airlines (present) -¬Continental Airlines (present) -¬, Southwest Airlines, Subject Category: Lengthy Wait- Long Lines - Lengthy Wait- Long Lines Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 50178761 Contact Type: Contact Date: 2008-07-25 18:56:37 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2008-07-23 07:30:37 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Items damaged in checked bag @ OKC - Cologne spilled and got all over belongings Body: Agent Notes: Provided caller with information on the claims process, and walked caller thru web for claim forms. Provided caller with information on the claims process, and walked caller thru web for claim forms. 7/23/08 NOI was in bag AALA# 1675 @ 9:10am Gate# 24 OKC-DFW-CID Bag# AA914716 Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Opening Agent: Opened Date: 7/25/2008 6:56:37 PM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, DFW Dallas/Ft Worth, TX, USA - Dallas Ft Worth International, CID,Cedar Rapids, IA, USA - Municipal, Airline: American Airlines -¬American Airlines -¬, Subject Category: Claim Form Requests-Checked Bag - Claim Form Requests-Checked Bag Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 50180032 Contact Type: Contact Date: 2007-08-09 09:24:38 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2007-08-09 09:24:39 Contact Prefix: (b) (6) Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Flight helmet bag with keys and documents, pair of military boots, and an army jacket missing from checked bag@ OKC Body: Agent Notes: Provided Lost and Found information to caller and will download claim form Provided Lost and Found information to caller and will download claim form Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Opening Agent: Opened Date: 8/9/2007 9:24:38 AM Linked Event IDs:
(b) (6)
Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, Airline: Subject Category: Claim Form Requests - Missing items from Checked Baggage - Claim Form Requests - Missing items from Checked Baggage Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 50182631 Contact Type: Contact Date: Medium: EMAIL Contact Status: CLOSED Incident Date: Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: (b) (6) Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: (b) (6) Subject: ISSUE, Baggage Inspection Complaint Body: You recently inspected my baggage, and while I have no problem with you doing that, one of the bags had a trashbag with a couple bottles of rubbing compound in it. I had put it in the trash bag in case it was treated roughly, and the bottles busted. Your inspector didn't untie the trashbag and look inside, they ripped it open. Now I have a blanket and a bunch of my kid's stuffed animals that are ruined, because they have rubbing compound all over them. If you are going to RIP something, you should at LEAST put it back into another bag!! That goes beyond inspection...you're now ruining peoples stuff. We flew Southwest Flight 1955 From OKC to PHX on 10-19-2007. It should have left at 7:20pm but it left at 8:20pm. --
(b) (6)
IT Manager EZ Dispatch Agent Notes: General Complaint w/Claim Response General Complaint w/Claim Response, Bcc/csm: Follow Up: To TSOC Date: From TSOC Date: Last Updated By: Last Update Date: Opening Agent: Opened Date: 10/24/2007 9:57:40 AM Linked Event IDs:
(b) (6)
(b) (6)
Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, Airline: Subject Category: Claim Form Requests-Checked Bag - Claim Form Requests-Checked Bag Interaction Type: COMPLAINT Response Email: From: Prior Vendor To: (b) (6) Subject: Re: Baggage Inspection Complaint <<#136379-202739#>> Body:
<html><HEAD><STYLE>p {margin-bottom: 0; margin-top: 0;}</STYLE></HEAD><body><FONT SIZE="2"> <DIV STYLE="font-family: Arial;color: #000000;"><FONT size=3><FONT size=3><FONT size=3><FONT size=3><FONT size=3><FONT size=3><FONT size=3><FONT size=3> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif">Thank you for your electronic mail message concerning your travel experience.<SPAN style="mso-spacerun: yes"> </SPAN></FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif"><SPAN style="mso-spacerun: yes"></SPAN></FONT> </P><FONT face="Arial, Helvetica, sans-serif"><SPAN style="mso-spacerun: yes"> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><SPAN style="FONT-FAMILY: Arial"><FONT size=3>Enhanced security measures require that all checked baggage undergo some form of screening for prohibited items. Physical search of the luggage is required to clear every alarm. TSA screeners should exercise great care during the screening process to ensure that passengers' belongings are returned and not damaged when a bag needs to be opened. Unfortunately, on some occasions the screening process may fall short of our established standard. We apologize if these high standards were not met.<?xml:namespace prefix = o ns = "urn:schemas-microsoft-com:office:office" /><o:p></o:p></FONT></SPAN></P></SPAN></FONT> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif"><o:p></o:p></FONT> </P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif">We monitor the number and nature of complaints we receive to track trends and spot areas of concern that may require special attention.<SPAN style="mso-spacerun: yes"> </SPAN>This ongoing process will enable us to ensure prompt, corrective action whenever we determine that security screening policies need modification or specific employees or screener teams are the subject of repeated complaints.</FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif"> <o:p></o:p></FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif">The Transportation Security Administration (TSA) is responsible for reviewing all claims relating to the screening of passengers and their baggage.<SPAN style="mso-spacerun: yes"> </SPAN>In order to protect your rights under federal law and to file a valid claim, you must send your claim in writing to TSA, stating the circumstances of the loss and the exact amount you are claiming (fair market value of lost or destroyed property, reasonable cost of repair for damaged property), within two years after your claim accrued.<SPAN style="mso-spacerun: yes"> </SPAN>The claim must be signed by you or your authorized representative (e.g., an attorney or other personal representative with appropriate proof of authority).<SPAN style="mso-spacerun: yes"> </SPAN></FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif"> <o:p></o:p></FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif">You can satisfy the notice requirement by filling out the attached Standard Form 95 (claim form) in accordance with the instructions, and returning it to the address in box #1.<SPAN style="mso-spacerun: yes"> </SPAN>Please be sure to follow the instructions carefully, and to fill out the claim form completely.<SPAN style="mso-spacerun: yes"> </SPAN>While use of the form is not mandatory, it will help you ensure that you meet the legal requirements for filing a claim.<SPAN style="mso-spacerun: yes"> </SPAN></FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif"> <o:p></o:p></FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif"><SPAN style="FONT-SIZE: 12pt; FONTFAMILY: Arial; mso-fareast-font-family: 'Times New Roman'; mso-ansi-language: EN-US; mso-fareast-language: EN-US; mso-bidilanguage: AR-SA">Please visit TSAGÇÖs Claims Management OfficeGÇÖs website at <A title=blocked::https://claims.tsa.dhs.gov/ href="https://claims.tsa.dhs.gov/"><FONT size=3>https://claims.tsa.dhs.gov</FONT></A><FONT face="Arial, Helvetica, sansserif"><FONT size=3> </FONT></FONT> for information related to filing a claim, replacement forms, checking the status of a claim and other claim related issues.<SPAN style="mso-spacerun: yes"> </SPAN>If you have additional questions that are not addressed on this website, please contact the Claims Management Office at <A href="http://[email protected]/">[email protected]</A>.</SPAN></FONT><FONT face="Arial, Helvetica, sansserif"> </FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif"><o:p></o:p></FONT> </P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif">Once the Claims Management Office has received your claim form, you will be sent a letter of acknowledgement and a claim number.<SPAN style="mso-spacerun: yes"> </SPAN>You should keep the claim number for future reference when inquiring about your claim.<SPAN style="mso-spacerun: yes"> </SPAN>TSA will try to resolve your claim as quickly as possible, but it may need time to make a further investigation of the facts.<SPAN style="mso-spacerun: yes"> </SPAN>If TSA denies your claim, or has not finally resolved it within six months after you have filed it, you may have a right to bring your claim to court.<SPAN style="mso-spacerun: yes"> </SPAN></FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif"></FONT> </P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif"><SPAN style="FONT-SIZE: 12pt; FONTFAMILY: Arial; mso-fareast-font-family: 'Times New Roman'; mso-ansi-language: EN-US; mso-fareast-language: EN-US; mso-bidilanguage: AR-SA"></SPAN></FONT><FONT face="Arial, Helvetica, sans-serif">We appreciate your taking the time to share your thoughts and concerns with us.<SPAN style="mso-spacerun: yes"> </SPAN>We are confident that the training that we provide to the new Federal workforce will result in a courteous and professional staff of security screeners so that your unfortunate experience is not repeated.</FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif"></FONT> </P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif"><SPAN style="FONT-FAMILY: Arial">We encourage you to check the latest information at <A href="http://www.tsa.gov/">www.tsa.gov</A>.<o:p></o:p></SPAN></FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif"><o:p></o:p></FONT> </P><SPAN style="FONT-SIZE: 12pt; FONT-FAMILY: 'Times New Roman'; mso-fareast-font-family: 'Times New Roman'; mso-ansi-language: EN-US; mso-fareast-language: EN-US; mso-bidi-language: AR-SA"><FONT face="Arial, Helvetica, sans-serif">TSA Contact Center</FONT><B style="mso-bidi-font-weight: normal"><U><FONT face="Arial, Helvetica, sans-serif"> <BR style="PAGE-BREAK-BEFORE: always; msospecial-character: line-break" clear=all></FONT></U></B></SPAN><FONT face="Tahoma, Verdana, Arial" size=2></FONT></FONT></FONT></FONT></FONT></FONT></FONT></FONT></FONT></DIV>
<DIV STYLE="font-family: Arial;color: #000000;"></DIV> </FONT><BR><br><br><DIV>--- Original Message ---<BR>From: "(b) (6) " <(b) (6) ><BR>Received: 10/24/2007 9:57:39 AM Eastern Standard Time (GMT - 4:00 )<BR>To: "TSA Contact Center" <[email protected]><BR>Subject: Baggage Inspection Complaint<BR><BR> <META content="MS Exchange Server version 6.5.7638.1" name=Generator><!-- Converted from text/plain format --> <P><FONT size=2>You recently inspected my baggage, and while I have no problem with you </FONT><BR><FONT size=2>doing that, one of the bags had a trashbag with a couple bottles of </FONT><BR><FONT size=2>rubbing compound in it. I had put it in the trash bag in case it was </FONT><BR><FONT size=2>treated roughly, and the bottles busted. Your inspector didn't untie </FONT><BR><FONT size=2>the trashbag and look inside, they ripped it open. Now I have a blanket </FONT><BR><FONT size=2>and a bunch of my kid's stuffed animals that are ruined, because they </FONT><BR><FONT size=2>have rubbing compound all over them. If you are going to RIP something, </FONT><BR><FONT size=2>you should at LEAST put it back into another bag!! That goes beyond </FONT><BR><FONT size=2>inspection...you're now ruining peoples stuff.</FONT> </P> <P><FONT size=2>We flew Southwest Flight 1955 From OKC to PHX on 10-19-2007. It should </FONT><BR><FONT size=2>have left at 7:20pm but it left at 8:20pm.</FONT> </P> <P><FONT size=2>-- </FONT><BR><FONT size=2>(b) (6) /FONT> <BR><FONT size=2>IT Manager</FONT> <BR><FONT size=2>EZ Dispatch</FONT> </P></DIV><BR><BR>------ TCC Control Number: ------<BR><<#136379-202739#>></body></html> END RECORD
CONTACT RECORD
EID: 50183138 Contact Type: Contact Date: 2008-04-15 13:28:51 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2008-04-10 07:45:00 Contact Prefix: Contact First Name: Contact Middle Initial: Contact Last Name: Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Items missing from checked bag@(OKC & Face Cleanser) Body: Agent Notes: Provided Lost and Found information to caller and gave web address to down load SF-95 form. Provided Lost and Found information to caller and gave web address to down load SF-95 form. NOI inside of bag Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Opening Agent: Opened Date: 4/15/2008 1:28:51 PM Linked Event IDs:
(b) (6)
(b) (6)
Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport Airline: United Airlines United Airlines United Airlines Subject Category: Claim Form Requests - Missing items from Checked Baggage - Claim Form Requests - Missing items from Checked Baggage Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 50187581 Contact Type: Contact Date: 2008-01-22 14:13:04 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2008-01-22 14:13:06 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Caller asked for a letter or something stating he is allowed to go behind the scenes in every airport he travels to make sure that the TSO's are placing his musical equipment back in the box correctly, advise caller if the screening is not done out in the open there is no one who can allow him behind the scenes. Caller requested a supervisor transferred call to (b) (6) Body: Agent Notes: Informed caller that TSA applies a variety of security measures in screening passengers and their property prior to boarding a flight. In some instances, this includes enhanced screening of passengers and their carry-on baggage, which may be triggered by a number of factors. For instance, TSA may apply additional screening to a passenger in order to resolve an alarm of the walk through metal detector. TSA also applies enhanced screening to individuals selected by TSA's Computerized Passenger Prescreening System (CAPPS), which identifies passengers for additional screening based on factors reflected in their reservation information, or on a random basis. The ""S"" or notations may have been placed on your boarding pass by the airlines based on TSA security procedures for implementation of CAPPS. Informed caller that TSA applies a variety of security measures in screening passengers and their property prior to boarding a flight. In some instances, this includes enhanced screening of passengers and their carry-on baggage, which may be triggered by a number of factors. For instance, TSA may apply additional screening to a passenger in order to resolve an alarm of the walk through metal detector. TSA also applies enhanced screening to individuals selected by TSA's Computerized Passenger Pre-screening System (CAPPS), which identifies passengers for additional screening based on factors reflected in their reservation information, or on a random basis. The ""S"" or notations may have been placed on your boarding pass by the airlines based on TSA security procedures for implementation of CAPPS. Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Opening Agent: Opened Date: 1/22/2008 2:13:04 PM Linked Event IDs:
(b) (6)
Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, PHX Phoenix, AZ, USA - Sky Harbor International Airport Airline: Subject Category: Secondary Screening - General - Secondary Screening - General Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 50190034 Contact Type: Contact Date: 2007-12-01 13:46:10 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2007-12-01 13:46:33 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Items missing from checked bag@OKC was a laptop. Enter date claim form was mailed., form will be downloaded. Body: Agent Notes: Provided Lost and Found information to caller and SF-95 form will be downloaded. Provided Lost and Found information to caller and SF-95 form will be downloaded. Bag Claim#: 8001729889 Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Opening Agent: Opened Date: 12/1/2007 1:46:10 PM Linked Event IDs:
(b) (6)
Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, Airline: American Airlines -¬1135American Airlines -¬1135 Subject Category: Claim Form Requests - Missing items from Checked Baggage - Claim Form Requests - Missing items from Checked Baggage Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 50200795 Contact Type: Contact Date: 2007-08-16 22:59:22 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2007-08-15 09:30:35 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Caller wanted to report item(s)such as: ( $50.00 cash) were missing from carry on bag. , Body: Agent Notes: Advised caller we will send a CSM complaint to the CSM at that airport who oversees the screening operation. Offered a claim form. Advised caller we will send a CSM complaint to the CSM at that airport who oversees the screening operation. Offered a claim form. Caller denied it stating that she does not want to wind up on a watchlist. Caller departed from OKC on NWAA FLT# The TCC received the following information as a complaint. We are forwarding this to you for information, review or follow-up. Please reply by email, to the TCC Customer Service Representative sending this message, with the results of any follow up action taken on this contact.
Brief Description: Caller said that she had at least $50.00 missing from her carry-on purse handled by several TSA screener's who initially did not explain why they were looking in the bag so many times. Caller said they were taking things out of her purse in an unprofessional way, unlike what she has seen from TSA in the past. The caller said they usually put things back in her purse in a certain way but, not this time. The caller stated several times that she felt she was witnessing a scam by 2 female screener's and one male STSO named (b) (6)who would not give her his last name and would not assist her with what she felt was discourteous and unprofessional treatment and behavior from the other screener's. The caller said they eventually used a small eyeliner in her purse as the reason for the extensive inspection. This caller would like to be contacted to discuss this matter in further detail. The caller did not have all the details of her flight itinerary at this time, she stated that she would have the information by the time she is contacted.
Date of Incident: 8/15/2007 Customer Name: (b) (6) Customer Contact Information (phone number or email address): Airport: OKC Airline: NWAA Flight#: Terminal/Gate: Check In/Incident Time: 9:30:00am Carry On or Checked Baggage: carry-on Baggage Tag Number # /Not Available Event ID#
(b) (6)
Follow Up: To TSOC Date: From TSOC Date:
Last Updated By: (b) (6) Last Update Date: Opening Agent: Opened Date: 8/16/2007 10:59:22 PM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, Airline: Northwest Airlines -¬Northwest Airlines -¬, Subject Category: Mishandling of Passengers Property - Missing Items- Carry-on Baggage - Mishandling of Passengers Property Missing Items- Carry-on Baggage Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 50202678 Contact Type: Contact Date: 2007-08-17 16:55:11 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2007-08-16 15:15:00 Contact Prefix: (b) (6) Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: Contact Suffix: Contact Address 1: (b) (6) Contact Address 2: Contact City: (b) (6) Contact State: (b) (6) Contact Zip: (b) (6) Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Items missing from checked bag@OKC & Nike sunglasses. 8/18/2007 claim form was mailed., Body: Agent Notes: Provided Lost and Found information to caller and SF-95 form mailed on 8/18/2007 Provided Lost and Found information to caller and SF-95 form mailed on 8/18/2007Provided Lost and Found information to caller and SF-95 form mailed on (Date), Caller states that a TSA (NOI) was placed inside his luggage. Caller's Flight#456 Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Opening Agent: Opened Date: 8/17/2007 4:55:11 PM Linked Event IDs:
(b) (6)
Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, Airline: Southwest AirlinesSouthwest Airlines, Subject Category: Claim Form Requests - Missing items from Checked Baggage - Claim Form Requests - Missing items from Checked Baggage Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 50202776 Contact Type: Contact Date: 2007-08-17 16:45:39 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2007-08-14 16:45:41 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Items damaged in checked bag @ (OKC & Shampoo spilled all over items in luggage) Body: Agent Notes: Provided caller with information on the claims process, and SF-95 Provided caller with information on the claims process, and SF-95 mailed on (Date), Caller stated there was a NOI inside of bag. Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Opening Agent: Opened Date: 8/17/2007 4:45:39 PM Linked Event IDs: Responses: Response Airport: OKCOKC Airline: Southwest AirlinesSouthwest Airlines, Subject Category: Claim Form Requests-Checked Bag - Claim Form Requests-Checked Bag Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 50216618 Contact Type: Contact Date: 2008-03-15 11:21:10 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2008-03-15 11:21:36 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Items missing from checked bag @ OKC (Toothbrush). NOI enclosed. Body: Agent Notes: Provided Lost and Found information to caller and walked caller thru claim process Provided Lost and Found information to caller and walked caller thru claim process. Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Opening Agent: Opened Date: 3/15/2008 11:21:10 AM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, Airline: Subject Category: Claim Form Requests - Missing items from Checked Baggage - Claim Form Requests - Missing items from Checked Baggage Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 50221575 Contact Type: Contact Date: Medium: EMAIL Contact Status: CLOSED Incident Date: Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: (b) (6) Subject: ISSUE, Re: complaint Body: This occured on a flight from OKC to BZE via Houston TSA-ContactCenter wrote: > > Thank you for your email message. We are sorry you were unhappy with > your recent travel experience. > > > > Please provide us with the specific name of the airport where this > incident may have occurred. We will forward a copy of your complaint > to the Customer Service Manager/Federal Security Director at that > airport to help ensure that the screener work force adheres to TSA > principles for professional processing. > > > > We monitor the number and nature of complaints we receive to track > trends and spot areas of concern that may require special attention. > This ongoing process will enable us to ensure prompt, corrective > action whenever we determine that security-screening policies need > modification or specific employees or screener teams are the subjects > of repeated complaints. > > > > Again, the TSA offers sincere apologies for the discomfort you > experienced while traveling and encourage you to check the latest > information at www.tsa.gov <http://www.tsa.gov/>. > > > > TSA Contact Center > > > > > --- Original Message --> From (b) (6) > Received: 9/25/2007 12:53:55 PM Eastern Standard Time (GMT - 4:00 )
> To: "TSA Contact Center" <[email protected]> > Subject: complaint > > Continental Airlines has been notified and has referred me to you on > this matter. > > Upon my recent return trip to my home in Belize, I discovered one of > your slips of paper stating that my bag had been opened and checked. I > also found that a moneybelt had been taken from my bag. Fortunately the > moneybelt had nothing in it, but it is just the idea that it was stolen > from my bag during one of your security checks. I am appalled at this > behavior from your employees and cannot help wonder just how many other > people lose their valuables in this manner. The moneybelt is of small > value, no more than $30 at most and certainly was not taken for itself > but with the assumption it contained something. It is shameful and your > organization is responsible. I suggest you do something about it. > > Sincerely, > > > > > ------ TCC Control Number: -----> <<#129340-194482#>> Agent Notes: General Complaint w/Claim Response General Complaint w/Claim Response, Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Opening Agent: Opened Date: 9/28/2007 5:46:52 PM Linked Event IDs:
(b) (6)
Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, Airline: Subject Category: Claim Form Requests - Missing items from Checked Baggage - Claim Form Requests - Missing items from Checked Baggage Interaction Type: COMPLAINT Response Email: From: Prior Vendor To:
(b) (6)
Subject: Re: complaint <<#129340-194482#>> Body: <html><HEAD><STYLE>p {margin-bottom: 0; margin-top: 0;}</STYLE></HEAD><body><FONT SIZE="2"> <DIV STYLE="font-family: Arial;color: #000000;"><FONT size=3><FONT size=3><FONT size=3><FONT size=3><FONT size=3><FONT size=3><FONT size=3><FONT size=3> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif">Thank you for your electronic mail message concerning your travel experience.<SPAN style="mso-spacerun: yes"> </SPAN></FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif"><SPAN style="mso-spacerun: yes"></SPAN></FONT> </P><FONT face="Arial, Helvetica, sans-serif"><SPAN style="mso-spacerun: yes"> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><SPAN style="FONT-FAMILY: Arial"><FONT size=3>Enhanced security measures require that all checked baggage undergo some form of screening for prohibited items. Physical search of the luggage is required to clear every alarm. TSA screeners should exercise great care during the screening process to ensure that passengers' belongings are returned and not damaged when a bag needs to be opened. Unfortunately, on some occasions the screening process may fall short of our established standard. We apologize if these high standards were not met.<?xml:namespace prefix = o ns = "urn:schemas-microsoft-com:office:office" /><o:p></o:p></FONT></SPAN></P></SPAN></FONT> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif"><o:p></o:p></FONT> </P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif">We monitor the number and nature of complaints we receive to track trends and spot areas of concern that may require special attention.<SPAN style="mso-spacerun: yes"> </SPAN>This ongoing process will enable us to ensure prompt, corrective action whenever we determine that security
screening policies need modification or specific employees or screener teams are the subject of repeated complaints.</FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif"> <o:p></o:p></FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif">The Transportation Security Administration (TSA) is responsible for reviewing all claims relating to the screening of passengers and their baggage.<SPAN style="mso-spacerun: yes"> </SPAN>In order to protect your rights under federal law and to file a valid claim, you must send your claim in writing to TSA, stating the circumstances of the loss and the exact amount you are claiming (fair market value of lost or destroyed property, reasonable cost of repair for damaged property), within two years after your claim accrued.<SPAN style="mso-spacerun: yes"> </SPAN>The claim must be signed by you or your authorized representative (e.g., an attorney or other personal representative with appropriate proof of authority).<SPAN style="mso-spacerun: yes"> </SPAN></FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif"> <o:p></o:p></FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif">You can satisfy the notice requirement by filling out the attached Standard Form 95 (claim form) in accordance with the instructions, and returning it to the address in box #1.<SPAN style="mso-spacerun: yes"> </SPAN>Please be sure to follow the instructions carefully, and to fill out the claim form completely.<SPAN style="mso-spacerun: yes"> </SPAN>While use of the form is not mandatory, it will help you ensure that you meet the legal requirements for filing a claim.<SPAN style="mso-spacerun: yes"> </SPAN></FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif"> <o:p></o:p></FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif"><SPAN style="FONT-SIZE: 12pt; FONTFAMILY: Arial; mso-fareast-font-family: 'Times New Roman'; mso-ansi-language: EN-US; mso-fareast-language: EN-US; mso-bidilanguage: AR-SA">Please visit TSAGÇÖs Claims Management OfficeGÇÖs website at <A title=blocked::https://claims.tsa.dhs.gov/ href="https://claims.tsa.dhs.gov/"><FONT size=3>https://claims.tsa.dhs.gov</FONT></A><FONT face="Arial, Helvetica, sansserif"><FONT size=3> </FONT></FONT> for information related to filing a claim, replacement forms, checking the status of a claim and other claim related issues.<SPAN style="mso-spacerun: yes"> </SPAN>If you have additional questions that are not addressed on this website, please contact the Claims Management Office at <A href="http://[email protected]/">[email protected]</A>.</SPAN></FONT><FONT face="Arial, Helvetica, sansserif"> </FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif"><o:p></o:p></FONT> </P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif">Once the Claims Management Office has received your claim form, you will be sent a letter of acknowledgement and a claim number.<SPAN style="mso-spacerun: yes"> </SPAN>You should keep the claim number for future reference when inquiring about your claim.<SPAN style="mso-spacerun: yes"> </SPAN>TSA will try to resolve your claim as quickly as possible, but it may need time to make a further investigation of the facts.<SPAN style="mso-spacerun: yes"> </SPAN>If TSA denies your claim, or has not finally resolved it within six months after you have filed it, you may have a right to bring your claim to court.<SPAN style="mso-spacerun: yes"> </SPAN></FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif"></FONT> </P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif"><SPAN style="FONT-SIZE: 12pt; FONTFAMILY: Arial; mso-fareast-font-family: 'Times New Roman'; mso-ansi-language: EN-US; mso-fareast-language: EN-US; mso-bidilanguage: AR-SA"></SPAN></FONT><FONT face="Arial, Helvetica, sans-serif">We appreciate your taking the time to share your thoughts and concerns with us.<SPAN style="mso-spacerun: yes"> </SPAN>We are confident that the training that we provide to the new Federal workforce will result in a courteous and professional staff of security screeners so that your unfortunate experience is not repeated.</FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif"></FONT> </P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif"><SPAN style="FONT-FAMILY: Arial">We encourage you to check the latest information at <A href="http://www.tsa.gov/">www.tsa.gov</A>.<o:p></o:p></SPAN></FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif"><o:p></o:p></FONT> </P><SPAN style="FONT-SIZE: 12pt; FONT-FAMILY: 'Times New Roman'; mso-fareast-font-family: 'Times New Roman'; mso-ansi-language: EN-US; mso-fareast-language: EN-US; mso-bidi-language: AR-SA"><FONT face="Arial, Helvetica, sans-serif">TSA Contact Center</FONT><B style="mso-bidi-font-weight: normal"><U><FONT face="Arial, Helvetica, sans-serif"> <BR style="PAGE-BREAK-BEFORE: always; msospecial-character: line-break" clear=all></FONT></U></B></SPAN><FONT face="Tahoma, Verdana, Arial" size=2></FONT></FONT></FONT></FONT></FONT></FONT></FONT></FONT></FONT></DIV> <DIV STYLE="font-family: Arial;color: #000000;"></DIV> </FONT><BR><br><br><DIV>--- Original Message ---<BR>From: (b) (6) <BR>Received: 9/28/2007 5:46:52 PM Eastern Standard Time (GMT - 4:00 )<BR>To: "TSA Contact Center" <[email protected]><BR>Subject: Re: complaint<BR><BR> <META content="MS Exchange Server version 6.5.7638.1" name=Generator><!-- Converted from text/plain format --> <P><FONT size=2>This occured on a flight from OKC to BZE via Houston</FONT> </P> <P><FONT size=2>TSA-ContactCenter wrote:</FONT> <BR><FONT size=2>></FONT> <BR><FONT size=2>> Thank you for your email message. We are sorry you were unhappy with </FONT><BR><FONT size=2>> your recent travel experience.</FONT> <BR><FONT size=2>></FONT> <BR><FONT size=2>> </FONT><BR><FONT size=2>></FONT> <BR><FONT size=2>> Please provide us with the specific name of the airport where this </FONT><BR><FONT size=2>> incident may have occurred. We will forward a copy of your complaint </FONT><BR><FONT size=2>> to the Customer Service Manager/Federal Security Director at that </FONT><BR><FONT size=2>> airport to help ensure that the screener work force adheres to TSA </FONT><BR><FONT size=2>> principles for professional processing.</FONT> <BR><FONT size=2>></FONT> <BR><FONT size=2>> </FONT><BR><FONT size=2>></FONT> <BR><FONT size=2>> We monitor the number and nature of complaints we receive to track </FONT><BR><FONT size=2>> trends and spot areas of concern that may require special attention. </FONT><BR><FONT size=2>> This ongoing process will enable us to ensure prompt, corrective </FONT><BR><FONT size=2>> action whenever we determine that security-screening
policies need </FONT><BR><FONT size=2>> modification or specific employees or screener teams are the subjects </FONT><BR><FONT size=2>> of repeated complaints.</FONT> <BR><FONT size=2>></FONT> <BR><FONT size=2>> </FONT><BR><FONT size=2>></FONT> <BR><FONT size=2>> Again, the TSA offers sincere apologies for the discomfort you </FONT><BR><FONT size=2>> experienced while traveling and encourage you to check the latest </FONT><BR><FONT size=2>> information at www.tsa.gov <<A href="http://www.tsa.gov/">http://www.tsa.gov/</A>>.</FONT> <BR><FONT size=2>></FONT> <BR><FONT size=2>> </FONT><BR><FONT size=2>></FONT> <BR><FONT size=2>> TSA Contact Center</FONT> <BR><FONT size=2>></FONT> <BR><FONT size=2>></FONT> <BR><FONT size=2>></FONT> <BR><FONT size=2>></FONT> <BR><FONT size=2>> --- Original Message ---</FONT> <BR><FONT size=2>> From: (b) (6) (b) (6) /FONT> <BR><FONT size=2>> Received: 9/25/2007 12:53:55 PM Eastern Standard Time (GMT - 4:00 )</FONT> <BR><FONT size=2>> To: "TSA Contact Center" <[email protected]></FONT> <BR><FONT size=2>> Subject: complaint</FONT> <BR><FONT size=2>></FONT> <BR><FONT size=2>> Continental Airlines has been notified and has referred me to you on</FONT> <BR><FONT size=2>> this matter.</FONT> <BR><FONT size=2>></FONT> <BR><FONT size=2>> Upon my recent return trip to my home in Belize, I discovered one of</FONT> <BR><FONT size=2>> your slips of paper stating that my bag had been opened and checked. I</FONT> <BR><FONT size=2>> also found that a moneybelt had been taken from my bag. Fortunately the</FONT> <BR><FONT size=2>> moneybelt had nothing in it, but it is just the idea that it was stolen</FONT> <BR><FONT size=2>> from my bag during one of your security checks. I am appalled at this</FONT> <BR><FONT size=2>> behavior from your employees and cannot help wonder just how many other</FONT> <BR><FONT size=2>> people lose their valuables in this manner. The moneybelt is of small</FONT> <BR><FONT size=2>> value, no more than $30 at most and certainly was not taken for itself</FONT> <BR><FONT size=2>> but with the assumption it contained something. It is shameful and your</FONT> <BR><FONT size=2>> organization is responsible. I suggest you do something about it.</FONT> <BR><FONT size=2>></FONT> <BR><FONT size=2>> Sincerely,</FONT> <BR><FONT size=2>> (b) (6) </FONT> <BR><FONT size=2>></FONT> <BR><FONT size=2>></FONT> <BR><FONT size=2>></FONT> <BR><FONT size=2>> </FONT><BR><FONT size=2>> </FONT></P></DIV><BR><BR>------ TCC Control Number: ------<BR><<#129340-194482#>></body></html> END RECORD
CONTACT RECORD
EID: 50222499 Contact Type: Contact Date: 2008-02-05 16:05:24 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2008-02-05 16:05:26 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Items damaged in checked bag @ (OKC) Body: Agent Notes: Provided caller with information on the claims process, and claim form downloaded Provided caller with information on the claims process, and claim form downloaded Noi Present Luggage bag damaged Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Opening Agent: Opened Date: 2/5/2008 4:05:24 PM Linked Event IDs:
(b) (6)
(b) (6)
Responses: Response Airport: OKCOKC,Oklahoma City, OK, USA - Will Rogers World Airport, Airline: Subject Category: Claim Form Requests-Checked Bag - Claim Form Requests-Checked Bag Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 50225154 Contact Type: Contact Date: 2008-01-08 16:59:21 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2008-01-08 16:59:23 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: (b) (6) Contact Address 2: Contact City: (b) (6) Contact State: (b) (6) Contact Zip: (b) (6) Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Caller asked for a claim form to be mailed out to him Body: Agent Notes: Provided caller with information on the claims process, and SF-95 mailed on (01/09/08) Provided caller with information on the claims process, and SF-95 mailed on (01/09/08) Follow Up: To TSOC Date: From TSOC Date: Last Updated By: Last Update Date: Opening Agent: Opened Date: 1/8/2008 4:59:21 PM Linked Event IDs:
(b) (6)
Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, Airline: Subject Category: Claim Form Requests-Checked Bag - Claim Form Requests-Checked Bag Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 50226234 Contact Type: Contact Date: 2008-05-22 21:10:28 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2008-05-22 21:10:28 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Items missing from checked bag @ (OKC & pictures). Body: Agent Notes: Provided Lost and Found information to caller and advised caller of the option to file claim. Provided Lost and Found information to caller and advised caller of the option to file claim. Flight #NW388 Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Opening Agent: Opened Date: 5/22/2008 9:10:28 PM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, MEM Memphis, TN, USA - Memphis International Airport, Airline: Northwest Airlines -¬Northwest Airlines -¬, Subject Category: Claim Form Requests - Missing items from Checked Baggage - Claim Form Requests - Missing items from Checked Baggage Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 50228036 Contact Type: Contact Date: 2007-10-02 20:47:34 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2007-09-26 20:47:36 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Callers bags was in disarray when she received it at John Wayne Body: Agent Notes: Apologized and advised will I document issue. Also sent CSM email upon caller's request Apologized and advised will I document issue. Also sent CSM email upon caller's request The TCC received the following information and we are forwarding this to you for action. We are forwarding this information for your review or follow-up. Please reply by email, to the TCC Customer Service Representative sending this message, with the results of any follow up action taken on this contact. Brief Description: (b) (6) wants to complain that her checked bag was in disarray when she received it at John Wayne. She wants to know why her items were not packed back up like she had packed them to avoid damage to her gifts. She wants to speak to someone about this issue. Please call her at Thank you, Date of Incident: 09/26/2007 Customer Name: (b) (6) Customer Contact Information: Daytime: Night: Airport: OKC Airline: Southwest Flight#: 136 Check In/Incident Time: `11:00am Carry On or Checked Baggage: Checked Event ID: 966721832567822
(b) (6)
(b) (6)
(b) (6)
Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Opening Agent: Opened Date: 10/2/2007 8:47:34 PM Linked Event IDs: Responses: Response Airport: OKCOKC,Oklahoma City, OK, USA - Will Rogers World Airport, Airline: Southwest AirlinesSouthwest Airlines, Subject Category: Claim Form Requests-Checked Bag - Claim Form Requests-Checked Bag Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 50228809 Contact Type: Contact Date: 2007-10-03 11:56:40 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2007-10-03 11:56:40 Contact Prefix: Ms. Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Downy wrinkle spray and umbrella missing from checked bag@ OKC Body: Agent Notes: Advised of the claim process Advised of the claim process Advised the downy spray is not a permitted item. Follow Up: To TSOC Date: From TSOC Date: Last Updated By: Last Update Date: Opening Agent: Opened Date: 10/3/2007 11:56:40 AM Linked Event IDs:
(b) (6)
(b) (6)
Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, Airline: Subject Category: Claim Form Requests - Missing items from Checked Baggage - Claim Form Requests - Missing items from Checked Baggage Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 502347 Contact Type: Normal/General Contact Date: Jun 8 2012 9:54PM Medium: Inbound Call Contact Status: Closed Incident Date: Contact Prefix: Contact First Name: Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: complaint Body: The callers grandson
(b) (6)
Transportation Security Officers (TSOs) are required to be sensitive and considerate, and they are trained to explain what they are doing and what will happen next in the process. We regret if this was not your experience during your security screening. TSA is committed to ensuring that airline passengers are not subjected to additional screening based on discriminatory factors. Absent specific intelligence information, TSA does not include as a screening factor any passenger traits that may be directly associated with race, color, or national or ethnic origin, including a passenger’s name or mode of dress, religion, or gender. TSO training stresses these points. Various security measures are applied at the security checkpoint, and none of these measures, including additional screening, is conducted based on illegal profiling. Illegal profiling is an ineffective security strategy, the predictability of which terrorists could use against us. It is also generally prohibited by the U.S. Constitution and Federal antidiscrimination laws. Please be assured that application of secondary screening is based on objective factors unrelated to the identity of an individual or that person’s personal attributes. Passengers may be selected for additional screening for different reasons: (1) to clear an alarm, (2) to address an irregularity or anomaly in the passenger’s clothing outline, or (3) random selection. Additional screening can involve a patdown inspection, explosives trace detection (ETD) screening, or other forms of inspection. The passenger can request a private screening at any time and a private screening should be offered when the TSO must patdown sensitive areas. During a private screening, another TSA employee will also be present and the passenger may be accompanied by a companion of his or her choosing. Agent Notes: Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Jun 8 2012 10:07PM Opening Agent: Opened Date: 6/8/2012 9:54:22 PM Linked Event IDs:
(b) (6)
Responses: Response Template Name: Racial Profiling or Discrimination Airport: OKC Airline: Subject Category: Screening - Procedures/Process
Interaction Type: Complaint Response Template Name: Patdown General Response Airport: OKC Airline: Subject Category: Patdown - Flyer Interaction Type: Complaint Response Email: END RECORD
CONTACT RECORD
EID: 50235132 Contact Type: Contact Date: 2007-11-07 17:35:17 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2007-11-07 17:35:19 Contact Prefix: (b) (6) Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Items missing from checked bag OKC. NOI in her bag. Caller is missing four bottles of a Medication (Solage) a calculator, 3 pair of shoes. Please contact the caller regarding the medication.
(b) (6)
Body: Agent Notes: Provided Lost and Found website information for filing a claim. Provided Lost and Found website information for filing a claim. Gave caller the information for filing a claim and sent a an email to the CSM. Gave her the number for L&F:405-684-2410 Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Opening Agent: Opened Date: 11/7/2007 5:35:17 PM Linked Event IDs: Responses: Response Airport: OKCOKC,Oklahoma City, OK, USA - Will Rogers World Airport, OKC,Oklahoma City, OK, USA - Will Rogers World Airport, Airline: Subject Category: Claim Form Requests - Missing items from Checked Baggage - Claim Form Requests - Missing items from Checked Baggage Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 50238006 Contact Type: Contact Date: 2007-10-25 21:29:29 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2007-10-25 21:29:31 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Caller's samples in suitcses were crushed, plastic on suitcase was broken off. Body: Agent Notes: Apologized and Advised of claim form Apologized and Advised of claim form Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Opening Agent: Opened Date: 10/25/2007 9:29:29 PM Linked Event IDs:
(b) (6)
Responses: Response Airport: OKCOKC,Oklahoma City, OK, USA - Will Rogers World Airport, Airline: Subject Category: Claim Form Requests-Checked Bag - Claim Form Requests-Checked Bag Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 50245629 Contact Type: Contact Date: 2008-02-04 11:21:11 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2008-02-03 11:23:12 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Items damaged in checked bag @OKC (Coach) Body: Agent Notes: Provided caller with information on the claims process, and gave claim website for claim forms Provided caller with information on the claims process, and gave claim website for claim forms Flight #: 4654 Follow Up: To TSOC Date: From TSOC Date: Last Updated By: Last Update Date: Opening Agent: Opened Date: 2/4/2008 11:21:11 AM Linked Event IDs:
(b) (6)
Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, Airline: Delta AirDelta Air, Subject Category: Claim Form Requests-Checked Bag - Claim Form Requests-Checked Bag Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 50249680 Contact Type: Contact Date: 2007-09-03 16:44:05 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2007-09-01 14:15:00 Contact Prefix: (b) (6) Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Items damaged in checked bag @ OKC & zipper tabs broken off. Walked caller thru website to download form. Body: Agent Notes: Provided caller with information on the claims process, and SF-95 mailed on (Date) Provided caller with information on the claims process, and SF-95 mailed on (Date), Caller states that all zippers except one is broken off his luggage. Caller states that a TSA (NOI) was inside his luggage. Caller's Flight# 1849 Follow Up: To TSOC Date: From TSOC Date: Last Updated By: Last Update Date: Opening Agent: Opened Date: 9/3/2007 4:44:05 PM Linked Event IDs:
(b) (6)
Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, Airline: American Airlines -¬American Airlines -¬, Subject Category: Claim Form Requests-Checked Bag - Claim Form Requests-Checked Bag Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 50249715 Contact Type: Contact Date: 2007-09-03 17:15:43 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2007-09-02 12:01:43 Contact Prefix: Contact First Name: Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Items damaged in checked bag @ (CPAP machine). A chemical spilled on medical device and caller wanted to speak with someone to identify what the chemical was. Body: Agent Notes: Provided caller with information on the claims process, offered to send contact information to CSM Provided caller with information on the claims process, offered to send contact information to CSMProvided caller with information on the claims process, and SF-95 mailed on (Date), chemical Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Opening Agent: Opened Date: 9/3/2007 5:15:43 PM Linked Event IDs:
(b) (6)
(b) (6)
Responses: Response Airport: OKCOKC,Oklahoma City, OK, USA - Will Rogers World Airport, Airline: US Airways (present)US Airways (present), US Airways (present), Subject Category: Claim Form Requests-Checked Bag - Claim Form Requests-Checked Bag Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 50259103 Contact Type: Contact Date: 2007-09-07 12:13:10 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2007-09-06 13:30:00 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Items missing from checked bag@(OKC & Cologne). Body: Agent Notes: Provided Lost and Found information to caller and walked caller through website for claims forms. Provided Lost and Found information to caller and walked caller through website for claims forms. Caller states her nephew flew in to CA but, he is missing an item from his bag. Caller states he had a NOI inside of the bag. Caller states the flight was scheduled to leave around 2:56:00pm Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Opening Agent: Opened Date: 9/7/2007 12:13:10 PM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, SFO San Francisco, CA, USA - San Francisco Intl Airport, Airline: US Airways (present)US Airways (present), Subject Category: Claim Form Requests - Missing items from Checked Baggage - Claim Form Requests - Missing items from Checked Baggage Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 50261667 Contact Type: Contact Date: 2008-07-06 14:14:57 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2008-07-05 11:00:00 Contact Prefix: Mr. Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: USA Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Caller wanted to report that screener made mess of carry-on or checked bag and items were not re-packed properly after screening at (OKC). , Body: Agent Notes: Advised caller we would note issue, and an FYI will be sent to the CSM at that airport who oversees the screening operation. Offered a claim form. Advised caller we would note issue, and an FYI will be sent to the CSM at that airport who oversees the screening operation. Offered a claim form., Caller stated that his checked baggage was mishandled and disarrayed. A pair of his expensive boots was damaged in his checked luggage. His clothes were also thrown back into his luggage without care. Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Opening Agent: Opened Date: 7/6/2008 2:14:57 PM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, Airline: United Airlines -¬United Airlines -¬, Subject Category: Mishandling of Passengers Property - Disarrayed Carry-on/Checked Baggage - Mishandling of Passengers Property Disarrayed Carry-on/Checked Baggage Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 50267527 Contact Type: Contact Date: Medium: EMAIL Contact Status: CLOSED Incident Date: Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: (b) (6) Subject: ISSUE, Customer Service Feedback Body: THIS GENERATED EMAIL HAS BEEN SENT FROM TSA INTERNET CONTACT US-CUSTOMER SERVICE Remote Client IP: (b) (6) System Time: 3/2/2008 4:44:01 AM __________________________________________ User Name: Don Walker User Email:
(b) (6)
To: [email protected] Category: Complaints Sub Category: All Other Complaints
_________________
Message: I purchased my wife a bottle of perfume in france on the way to OKC. On the way back to Djibouti we had it packed in the checked luggage. Can you till me why it was removed from her luggage. it was valued at $150. I did not see any thing that said she could not bring it on checked luggage. This was on a trip from OKC to Djibouti through Detroit and Paris on the 28 of February to the 1st of March. __________________________________________ Date and Time of message: 3/2/2008 4:44:01 AM Agent Notes: Claim Request Claim Request, Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Opening Agent: Opened Date: 3/5/2008 11:06:10 AM Linked Event IDs:
Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, Airline: Subject Category: Claim Form Requests-Checked Bag - Claim Form Requests-Checked Bag Interaction Type: COMPLAINT Response Email: From: Prior Vendor To: (b) (6) Subject: Re: Customer Service Feedback <<#174332-248966#>> Body: <html><HEAD><STYLE>p {margin-bottom: 0; margin-top: 0;}</STYLE></HEAD><body><FONT SIZE="2"> <DIV STYLE="font-family: Arial;color: #000000;"><FONT size=3><FONT size=3><FONT size=3><FONT size=3><FONT size=3> <P class=MsoNormal style="MARGIN: 0in 0in 0pt; mso-layout-grid-align: none"><SPAN style="FONT-SIZE: 11pt; mso-bidi-font-size: 10.0pt"><FONT face="Arial, Helvetica, sans-serif" size=3>Thank you for your e-mail message.<SPAN style="mso-spacerun: yes"> </SPAN></FONT></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt; mso-layout-grid-align: none"><SPAN style="FONT-SIZE: 11pt; FONT-FAMILY: Fixedsys; mso-bidi-font-size: 9.0pt; mso-bidi-font-family: Fixedsys"><FONT face="Arial, Helvetica, sans-serif"><FONT size=3> </FONT></FONT></SPAN><SPAN style="FONT-SIZE: 11pt; FONT-FAMILY: Fixedsys; mso-bidi-font-size: 9.0pt; mso-bidifont-family: Fixedsys"><FONT face="Arial, Helvetica, sans-serif"><FONT size=3> <?xml:namespace prefix = o ns = "urn:schemasmicrosoft-com:office:office" /><o:p></o:p></FONT></FONT></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt; mso-layout-grid-align: none"><SPAN style="FONT-SIZE: 11pt; FONT-FAMILY: Fixedsys; mso-bidi-font-size: 9.0pt; mso-bidi-font-family: Fixedsys"><FONT face="Arial, Helvetica, sans-serif"><FONT size=3>The Transportation Security Administration (TSA) is responsible for reviewing all claims relating to the screening of passengers and their baggage.<SPAN style="mso-spacerun: yes"> </SPAN>In order to protect your rights under federal law and to file a valid claim, you must send your claim in writing to TSA, stating the circumstances of the loss and the exact amount you are claiming (fair market value of lost or destroyed property, reasonable cost of repair for damaged property), within two years after your claim accrued.<SPAN style="mso-spacerun: yes"> </SPAN>The claim must be signed by you or your authorized representative (e.g., an attorney or other personal representative with appropriate proof of authority).<SPAN style="mso-spacerun: yes"> </SPAN><o:p></o:p></FONT></FONT></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt; mso-layout-grid-align: none"><SPAN style="FONT-SIZE: 11pt; FONT-FAMILY: Fixedsys; mso-bidi-font-size: 9.0pt; mso-bidi-font-family: Fixedsys"><FONT face="Arial, Helvetica, sans-serif"><FONT size=3> <o:p></o:p></FONT></FONT></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt; mso-layout-grid-align: none"><SPAN style="FONT-SIZE: 11pt; FONT-FAMILY: Fixedsys; mso-bidi-font-size: 9.0pt; mso-bidi-font-family: Fixedsys"><FONT face="Arial, Helvetica, sans-serif"><FONT size=3>You can satisfy the notice requirement by filling out the attached Standard Form 95 (claim form) in accordance with the instructions, and returning it to the address in box #1.<SPAN style="mso-spacerun: yes"> </SPAN>Please be sure to follow the instructions carefully, and to fill out the claim form completely.<SPAN style="mso-spacerun: yes"> </SPAN>While use of the form is not mandatory, it will help you ensure that you meet the legal requirements for filing a claim.<SPAN style="mso-spacerun: yes"> </SPAN><o:p></o:p></FONT></FONT></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt; mso-layout-grid-align: none"><SPAN style="FONT-SIZE: 11pt; FONT-FAMILY: Fixedsys; mso-bidi-font-size: 9.0pt; mso-bidi-font-family: Fixedsys"><FONT face="Arial, Helvetica, sans-serif"><FONT size=3> <o:p></o:p></FONT></FONT></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt; mso-layout-grid-align: none"><SPAN style="FONT-SIZE: 11pt; FONT-FAMILY: Fixedsys; mso-bidi-font-size: 9.0pt; mso-bidi-font-family: Fixedsys"><FONT face="Arial, Helvetica, sans-serif"><FONT size=3>Once the Claims Management Office has received your claim form, you will be sent a letter of acknowledgement and a claim number.<SPAN style="mso-spacerun: yes"> </SPAN>You should keep the claim number for future reference when inquiring about your claim.<SPAN style="mso-spacerun: yes"> </SPAN>TSA will try to resolve your claim as quickly as possible, but it may need time to make a further investigation of the facts.<SPAN style="mso-spacerun: yes"> </SPAN>If TSA denies your claim, or has not finally resolved it within six months after you have filed it, you may have a right to bring your claim to court.<SPAN style="msospacerun: yes"> </SPAN><o:p></o:p></FONT></FONT></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt; mso-layout-grid-align: none"><SPAN style="FONT-SIZE: 11pt; FONT-FAMILY: Fixedsys; mso-bidi-font-size: 9.0pt; mso-bidi-font-family: Fixedsys"><FONT face="Arial, Helvetica, sans-serif"><FONT size=3> <o:p></o:p></FONT></FONT></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt; mso-layout-grid-align: none"><SPAN style="FONT-SIZE: 11pt; FONT-FAMILY: Fixedsys; mso-bidi-font-size: 9.0pt; mso-bidi-font-family: Fixedsys"><FONT face="Arial, Helvetica, sans-serif"><FONT size=3>Please visit TSAGÇÖs Claims Management OfficeGÇÖs website at </FONT><A title=blocked::https://claims.tsa.dhs.gov/ href="https://claims.tsa.dhs.gov/"><FONT size=3>https://claims.tsa.dhs.gov</FONT></A></FONT><FONT face="Arial, Helvetica, sansserif"><FONT size=3> for information related to filing a claim, checking the status of a claim and other claim related issues.<o:p></o:p></FONT></FONT></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt; mso-layout-grid-align: none"><SPAN style="FONT-SIZE: 11pt; FONT-FAMILY: Fixedsys; mso-bidi-font-size: 9.0pt; mso-bidi-font-family: Fixedsys"><FONT face="Arial, Helvetica, sans-serif"><FONT size=3> <o:p></o:p></FONT></FONT></SPAN></P>
<P class=MsoNormal style="MARGIN: 0in 0in 0pt; mso-layout-grid-align: none"><SPAN style="FONT-SIZE: 11pt; FONT-FAMILY: Fixedsys; mso-bidi-font-size: 9.0pt; mso-bidi-font-family: Fixedsys"><FONT face="Arial, Helvetica, sans-serif" size=3>We hope that this provides you with all of the information you need. If you have additional questions related to the claims process, please contact the Claims Management Office at </FONT><A href="mailto:[email protected]"><SPAN style="COLOR: windowtext"><FONT face="Arial, Helvetica, sans-serif" size=3>[email protected]</FONT></SPAN></A><FONT face="Arial, Helvetica, sans-serif" size=3>. </FONT></SPAN><SPAN style="FONT-SIZE: 11pt; mso-bidi-font-size: 12.0pt"><FONT face="Arial, Helvetica, sansserif"><FONT size=3>Please visit our website at <A href="http://www.tsa.gov/">www.tsa.gov</A> for additional information about TSA.<SPAN style="mso-spacerun: yes"> </SPAN>We continue to add new information and encourage you to check the website frequently for updated information.<o:p></o:p></FONT></FONT></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt; mso-layout-grid-align: none"><SPAN style="FONT-SIZE: 11pt; FONT-FAMILY: Fixedsys; mso-bidi-font-size: 9.0pt; mso-bidi-font-family: Fixedsys"><FONT face="Arial, Helvetica, sans-serif"><FONT size=3> <o:p></o:p></FONT></FONT></SPAN></P><SPAN style="FONT-SIZE: 11pt; FONT-FAMILY: Fixedsys; mso-fareast-fontfamily: 'Times New Roman'; mso-ansi-language: EN-US; mso-fareast-language: EN-US; mso-bidi-language: AR-SA; mso-bidi-font-size: 9.0pt; mso-bidi-font-family: Fixedsys"><FONT face="Arial, Helvetica, sans-serif" size=3>TSA Contact Center</FONT></SPAN></FONT></FONT></FONT></FONT></FONT></DIV> <DIV STYLE="font-family: Arial;color: #000000;"></DIV> </FONT><BR><br><br><DIV>--- Original Message ---<BR>From: < ><BR>Received: 3/5/2008 11:06:09 AM Eastern Standard Time (GMT - 5:00 )<BR>To: "TSA Contact Center" <[email protected]><BR>Subject: Customer Service Feedback<BR><BR> <META content="MS Exchange Server version 6.5.7638.1" name=Generator><!-- Converted from text/plain format --> <P><FONT size=2>THIS GENERATED EMAIL HAS BEEN SENT FROM TSA INTERNET CONTACT US-CUSTOMER SERVICE</FONT> </P> <P><FONT size=2>Remote Client IP: (b) (6) </FONT> <BR><FONT size=2>System Time: 3/2/2008 4:44:01 AM</FONT> <BR><FONT size=2>__________________________________________</FONT> </P> <P><FONT size=2>User Name: </FONT><BR><FONT size=2>(b) (6) </FONT> </P> <P><FONT size=2>User Email: </FONT><BR><FONT size=2>(b) (6) /FONT> <BR><FONT size=2>__________________________________________</FONT> </P> <P><FONT size=2>To:</FONT> <BR><FONT size=2>[email protected]</FONT> </P> <P><FONT size=2>Category: </FONT><BR><FONT size=2>Complaints</FONT> </P> <P><FONT size=2>Sub Category: </FONT><BR><FONT size=2>All Other Complaints</FONT> </P> <P><FONT size=2>Message: </FONT><BR><FONT size=2>I purchased my wife a bottle of perfume in france on the way to OKC. On the way back to Djibouti we had it packed in the checked luggage. Can you till me why it was removed from her luggage. it was valued at $150. I did not see any thing that said she could not bring it on checked luggage. This was on a trip from OKC to Djibouti through Detroit and Paris on the 28 of February to the 1st of March.</FONT></P> <P><FONT size=2>__________________________________________</FONT> <BR><FONT size=2>Date and Time of message: 3/2/2008 4:44:01 AM</FONT> </P></DIV><BR><BR>------ TCC Control Number: ------<BR><<#174332-248966#>></body></html> END RECORD
(b) (6)
CONTACT RECORD
EID: 50270502 Contact Type: Contact Date: Medium: EMAIL Contact Status: CLOSED Incident Date: Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: (b) (6) Subject: ISSUE, Broken/opened bottles Body: I was in Oklahoma City on business this week and while I was there I bought 2 bottles of BBQ sauce from Rudy's BBQ. I wrapped them in a couple of shirts and placed them in opposite sides of my suitcase to keep them from moving around and getting broken. When I arrived home I found that one of the bottles had a hole in it so I looked for the other bottle and the lid was missing, also they had both been unwrapped and were laying out in the open. When I got home I found a note in my bag from the Transportation Security Administration telling me that they had selected my bag for inspection. I had wrapped those bottles in shirts and placed them at opposite ends of the bag so they wouldn't move, but it looks like they just threw them back in the bag willy nilly and they broke, I couldn't find the lid to the one that was opened. I, of course, have no way of knowing exactly what happened, but I can't help but think that this was a result of careless handling by the TSA agents at Will Rogers Airport. The 2 bottles of sauce were only about $15 bucks, so I'm not so upset about the cost. Its the fact that I can't get Rudy's BBQ on the east coast and I was really looking forward to sharing it with my family. I understand and appreciate the need to inspect bags and that your there to keep us safe while we travel, but some care and consideration should be a part of that function. I don't know if there's anything you can do, but I wanted to bring this to your attention.
(b) (6)
Resource Management
(b) (6)
----------------------------------------This transmission may contain information that is privileged, confidential, legally privileged, and/or exempt from disclosure under applicable law. If you are not the intended recipient, you are hereby notified that any disclosure, copying, distribution, or use of the information contained herein (including any reliance thereon) is STRICTLY PROHIBITED. Although this transmission and any attachments are believed to be free of any virus or other defect that might affect any computer system into which it is received and opened, it is the responsibility of the recipient to ensure that it is virus free and no responsibility is accepted by JPMorgan Chase & Co., its subsidiaries and affiliates, as applicable, for any loss or damage arising in any way from its use. If you received this transmission in error, please immediately contact the sender and destroy the material in its entirety, whether in electronic or hard copy format. Thank you Agent Notes: Claim Request Claim Request, Follow Up: To TSOC Date: From TSOC Date: Last Updated By: Last Update Date:
(b) (6)
Opening Agent: Opened Date: 1/14/2008 9:26:58 AM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, Airline: Subject Category: Claim Form Requests-Checked Bag - Claim Form Requests-Checked Bag Interaction Type: COMPLAINT Response Email: From: Prior Vendor To:(b) (6) Subject: Re: Broken/opened bottles <<#158429-229278#>> Body: <html><HEAD><STYLE>p {margin-bottom: 0; margin-top: 0;}</STYLE></HEAD><body><FONT SIZE="2"> <DIV STYLE="font-family: Arial;color: #000000;"></DIV> <DIV STYLE="font-family: Arial;color: #000000;"><FONT size=3><FONT size=3><FONT size=3><FONT size=3><FONT size=3> <P class=MsoNormal style="MARGIN: 0in 0in 0pt; mso-layout-grid-align: none"><SPAN style="FONT-SIZE: 11pt; mso-bidi-font-size: 10.0pt"><FONT face="Arial, Helvetica, sans-serif" size=3>Thank you for your e-mail message.<SPAN style="mso-spacerun: yes"> </SPAN></FONT></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt; mso-layout-grid-align: none"><SPAN style="FONT-SIZE: 11pt; FONT-FAMILY: Fixedsys; mso-bidi-font-size: 9.0pt; mso-bidi-font-family: Fixedsys"><FONT face="Arial, Helvetica, sans-serif"><FONT size=3> </FONT></FONT></SPAN><SPAN style="FONT-SIZE: 11pt; FONT-FAMILY: Fixedsys; mso-bidi-font-size: 9.0pt; mso-bidifont-family: Fixedsys"><FONT face="Arial, Helvetica, sans-serif"><FONT size=3> <?xml:namespace prefix = o ns = "urn:schemasmicrosoft-com:office:office" /><o:p></o:p></FONT></FONT></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt; mso-layout-grid-align: none"><SPAN style="FONT-SIZE: 11pt; FONT-FAMILY: Fixedsys; mso-bidi-font-size: 9.0pt; mso-bidi-font-family: Fixedsys"><FONT face="Arial, Helvetica, sans-serif"><FONT size=3>The Transportation Security Administration (TSA) is responsible for reviewing all claims relating to the screening of passengers and their baggage.<SPAN style="mso-spacerun: yes"> </SPAN>In order to protect your rights under federal law and to file a valid claim, you must send your claim in writing to TSA, stating the circumstances of the loss and the exact amount you are claiming (fair market value of lost or destroyed property, reasonable cost of repair for damaged property), within two years after your claim accrued.<SPAN style="mso-spacerun: yes"> </SPAN>The claim must be signed by you or your authorized representative (e.g., an attorney or other personal representative with appropriate proof of authority).<SPAN style="mso-spacerun: yes"> </SPAN><o:p></o:p></FONT></FONT></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt; mso-layout-grid-align: none"><SPAN style="FONT-SIZE: 11pt; FONT-FAMILY: Fixedsys; mso-bidi-font-size: 9.0pt; mso-bidi-font-family: Fixedsys"><FONT face="Arial, Helvetica, sans-serif"><FONT size=3> <o:p></o:p></FONT></FONT></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt; mso-layout-grid-align: none"><SPAN style="FONT-SIZE: 11pt; FONT-FAMILY: Fixedsys; mso-bidi-font-size: 9.0pt; mso-bidi-font-family: Fixedsys"><FONT face="Arial, Helvetica, sans-serif"><FONT size=3>You can satisfy the notice requirement by filling out the attached Standard Form 95 (claim form) in accordance with the instructions, and returning it to the address in box #1.<SPAN style="mso-spacerun: yes"> </SPAN>Please be sure to follow the instructions carefully, and to fill out the claim form completely.<SPAN style="mso-spacerun: yes"> </SPAN>While use of the form is not mandatory, it will help you ensure that you meet the legal requirements for filing a claim.<SPAN style="mso-spacerun: yes"> </SPAN><o:p></o:p></FONT></FONT></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt; mso-layout-grid-align: none"><SPAN style="FONT-SIZE: 11pt; FONT-FAMILY: Fixedsys; mso-bidi-font-size: 9.0pt; mso-bidi-font-family: Fixedsys"><FONT face="Arial, Helvetica, sans-serif"><FONT size=3> <o:p></o:p></FONT></FONT></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt; mso-layout-grid-align: none"><SPAN style="FONT-SIZE: 11pt; FONT-FAMILY: Fixedsys; mso-bidi-font-size: 9.0pt; mso-bidi-font-family: Fixedsys"><FONT face="Arial, Helvetica, sans-serif"><FONT size=3>Once the Claims Management Office has received your claim form, you will be sent a letter of acknowledgement and a claim number.<SPAN style="mso-spacerun: yes"> </SPAN>You should keep the claim number for future reference when inquiring about your claim.<SPAN style="mso-spacerun: yes"> </SPAN>TSA will try to resolve your claim as quickly as possible, but it may need time to make a further investigation of the facts.<SPAN style="mso-spacerun: yes"> </SPAN>If TSA denies your claim, or has not finally resolved it within six months after you have filed it, you may have a right to bring your claim to court.<SPAN style="msospacerun: yes"> </SPAN><o:p></o:p></FONT></FONT></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt; mso-layout-grid-align: none"><SPAN style="FONT-SIZE: 11pt; FONT-FAMILY: Fixedsys; mso-bidi-font-size: 9.0pt; mso-bidi-font-family: Fixedsys"><FONT face="Arial, Helvetica, sans-serif"><FONT size=3> <o:p></o:p></FONT></FONT></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt; mso-layout-grid-align: none"><SPAN style="FONT-SIZE: 11pt; FONT-FAMILY: Fixedsys; mso-bidi-font-size: 9.0pt; mso-bidi-font-family: Fixedsys"><FONT face="Arial, Helvetica, sans-serif"><FONT size=3>Please visit TSAGÇÖs Claims Management OfficeGÇÖs website at </FONT><A title=blocked::https://claims.tsa.dhs.gov/
href="https://claims.tsa.dhs.gov/"><FONT size=3>https://claims.tsa.dhs.gov</FONT></A></FONT><FONT face="Arial, Helvetica, sansserif"><FONT size=3> for information related to filing a claim, checking the status of a claim and other claim related issues.<o:p></o:p></FONT></FONT></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt; mso-layout-grid-align: none"><SPAN style="FONT-SIZE: 11pt; FONT-FAMILY: Fixedsys; mso-bidi-font-size: 9.0pt; mso-bidi-font-family: Fixedsys"><FONT face="Arial, Helvetica, sans-serif"><FONT size=3> <o:p></o:p></FONT></FONT></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt; mso-layout-grid-align: none"><SPAN style="FONT-SIZE: 11pt; FONT-FAMILY: Fixedsys; mso-bidi-font-size: 9.0pt; mso-bidi-font-family: Fixedsys"><FONT face="Arial, Helvetica, sans-serif" size=3>We hope that this provides you with all of the information you need. If you have additional questions related to the claims process, please contact the Claims Management Office at </FONT><A href="mailto:[email protected]"><SPAN style="COLOR: windowtext"><FONT face="Arial, Helvetica, sans-serif" size=3>[email protected]</FONT></SPAN></A><FONT face="Arial, Helvetica, sans-serif" size=3>. </FONT></SPAN><SPAN style="FONT-SIZE: 11pt; mso-bidi-font-size: 12.0pt"><FONT face="Arial, Helvetica, sansserif"><FONT size=3>Please visit our website at <A href="http://www.tsa.gov/">www.tsa.gov</A> for additional information about TSA.<SPAN style="mso-spacerun: yes"> </SPAN>We continue to add new information and encourage you to check the website frequently for updated information.<o:p></o:p></FONT></FONT></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt; mso-layout-grid-align: none"><SPAN style="FONT-SIZE: 11pt; FONT-FAMILY: Fixedsys; mso-bidi-font-size: 9.0pt; mso-bidi-font-family: Fixedsys"><FONT face="Arial, Helvetica, sans-serif"><FONT size=3> <o:p></o:p></FONT></FONT></SPAN></P><SPAN style="FONT-SIZE: 11pt; FONT-FAMILY: Fixedsys; mso-bidi-font-size: 9.0pt; mso-fareast-font-family: 'Times New Roman'; mso-ansi-language: EN-US; mso-fareast-language: EN-US; mso-bidi-language: ARSA; mso-bidi-font-family: Fixedsys"><FONT face="Arial, Helvetica, sans-serif" size=3>TSA Contact Center</FONT></SPAN></FONT></FONT></FONT></FONT></FONT></DIV> </FONT><BR><br><br><DIV>--- Original Message ---<BR>From: <(b) (6) ><BR>Received: 1/14/2008 9:26:57 AM Eastern Standard Time (GMT - 5:00 )<BR>To: "TSA Contact Center" <[email protected]><BR>Subject: Broken/opened bottles<BR><BR> <META content="MS Exchange Server version 6.5.7638.1" name=Generator><!-- Converted from text/plain format --> <P><FONT size=2>I was in Oklahoma City on business this week and while I was there I bought 2 bottles of BBQ sauce from Rudy's BBQ. I wrapped them in a couple of shirts and placed them in opposite sides of my suitcase to keep them from moving around and getting broken. When I arrived home I found that one of the bottles had a hole in it so I looked for the other bottle and the lid was missing, also they had both been unwrapped and were laying out in the open. When I got home I found a note in my bag from the Transportation Security Administration telling me that they had selected my bag for inspection. I had wrapped those bottles in shirts and placed them at opposite ends of the bag so they wouldn't move, but it looks like they just threw them back in the bag willy nilly and they broke, I couldn't find the lid to the one that was opened. I, of course, have no way of knowing exactly what happened, but I can't help but think that this was a result of careless handling by the TSA agents at Will Rogers Airport. The 2 bottles of sauce were only about $15 bucks, so I'm not so upset about the cost. Its the fact that I can't get Rudy's BBQ on the east coast and I was really looking forward to sharing it with my family. I understand and appreciate the need to inspect bags and that your there to keep us safe while we travel, but some care and consideration should be a part of that function. I don't know if there's anything you can do, but I wanted to bring this to your attention.</FONT></P> <P><FONT size=2 (b) (6) </FONT> <BR><FONT size=2>Resource Management</FONT> <BR><FONT size=2>302-2823261</FONT> </P><BR> <P><FONT size=2>-----------------------------------------</FONT> <BR><FONT size=2>This transmission may contain information that is privileged,</FONT> <BR><FONT size=2>confidential, legally privileged, and/or exempt from disclosure</FONT> <BR><FONT size=2>under applicable law. If you are not the intended recipient, you</FONT> <BR><FONT size=2>are hereby notified that any disclosure, copying, distribution, or</FONT> <BR><FONT size=2>use of the information contained herein (including any reliance</FONT> <BR><FONT size=2>thereon) is STRICTLY PROHIBITED. Although this transmission and</FONT> <BR><FONT size=2>any attachments are believed to be free of any virus or other</FONT> <BR><FONT size=2>defect that might affect any computer system into which it is</FONT> <BR><FONT size=2>received and opened, it is the responsibility of the recipient to</FONT> <BR><FONT size=2>ensure that it is virus free and no responsibility is accepted by</FONT> <BR><FONT size=2>JPMorgan Chase & Co., its subsidiaries and affiliates, as</FONT> <BR><FONT size=2>applicable, for any loss or damage arising in any way from its use.</FONT> <BR><FONT size=2> If you received this transmission in error, please immediately</FONT> <BR><FONT size=2>contact the sender and destroy the material in its entirety,</FONT> <BR><FONT size=2>whether in electronic or hard copy format. Thank you.</FONT> </P></DIV><BR><BR>------ TCC Control Number: ------<BR><<#158429-229278#>></body></html> END RECORD
CONTACT RECORD
EID: 50273235 Contact Type: Contact Date: 2007-09-13 22:51:39 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2007-09-13 22:51:40 Contact Prefix: Contact First Name: Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Caller stated she flew tonight and had a NOI in luggage - shampoo's were in luggage and now the shampoo was left opened with shampoo being spilled all over her clothing/shoes and other contents. Body: Agent Notes: Provided caller with information on the claims process Provided caller with information on the claims process, and SF-95 mailed on (Date), Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Opening Agent: Opened Date: 9/13/2007 10:51:39 PM Linked Event IDs:
(b) (6)
Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, Airline: Southwest AirlinesSouthwest Airlines, Subject Category: Claim Form Requests-Checked Bag - Claim Form Requests-Checked Bag Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 50276482 Contact Type: Contact Date: 2007-10-25 15:39:41 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2007-10-25 15:40:03 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Caller wanted to report item(s)such as: (woven black belt) were missing from checked luggage. Caller wants to retrieve his belt back. Body: Agent Notes: Advised caller we will note issue, gave caller the OKC lost and found number to see if the belt was turned in. Advised caller we will note issue, gave caller the OKC lost and found number to see if the belt was turned in. Advised caller we will note issue, gave caller the OKC lost and found number to see if the belt was turned in. Flight# 2072 Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Opening Agent: Opened Date: 10/25/2007 3:39:41 PM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, Airline: Subject Category: Mishandling of Passengers Property - Missing Items- Carry-on Baggage - Mishandling of Passengers Property Missing Items- Carry-on Baggage Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 50277002 Contact Type: Contact Date: 2007-09-16 14:30:32 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2007-09-14 04:00:00 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Caller stated the TSA screener's did not re-pack her toiletries in the gallon size zip lock bags the way she had them and now the toiletries spilled into the bag causing some items to be damaged/ruined. Body: Agent Notes: Advised caller we would note issue and offered a claim form. Advised caller we would note issue and offered a claim form. Caller doesn't wish to provide a phone number for this record. Caller stated she did have a NOI inside of the bag. Walked caller through website for claim forms in case she decided to file a claim with TSA in the future. Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Opening Agent: Opened Date: 9/16/2007 2:30:32 PM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, Airline: Frontier AirFrontier Air, Subject Category: Mishandling of Passengers Property - Disarrayed Carry-on/Checked Baggage - Mishandling of Passengers Property Disarrayed Carry-on/Checked Baggage Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 50280312 Contact Type: Contact Date: Medium: EMAIL Contact Status: CLOSED Incident Date: Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: (b) (6) Subject: ISSUE, ISSUE, Customer Service Feedback Body: Thank you for your very prompt reply. I truly appreciate the information supplied. I am not concerned about remuneration of lost or stolen locks and securing straps. I am concerned about replacing them after the inspection is completed. A little confused with the statement that the TSA locks used may have to be destroyed because of non compatibility of passkeys, and etc. It is the belief of the traveling public that when purchasing a alleged TSA approved lock that they indeed can be opened by TSA inspectors. Additionally, the securing belts/straps applied around the baggage is not locked but is secured by a very simple and user friendly clasp. All one has to do is GÇ£clickGÇ¥ the securing clasp and it unlocks or is relocked.
I have attached two GÇ£noticesGÇ¥ (one English one Spanish) expressing my request that professionalism be exercised by all TSA inspectors when inspecting travelers luggage. Hopefully, these notices will be honored and respected.
Again, I fully support security inspections and only desire professional courtesies be extended to all travelers to include the non-theft or destruction of personal travelers property.
(b) (6)
_____ From: TSA-ContactCenter [mailto:[email protected]] Sent: Monday, September 17, 2007 12:15 PM To:(b) (6) Subject: Re: Customer Service Feedback <<#127380-191980#>>
Thank you for your e-mail message concerning the destruction of your TSA Approved Lock.
These locks were developed through cooperation between luggage, lock and travel accessory manufacturers and the TSA. Under this system, TSA screeners are able to unlock and then relock luggage without damage through the use of passkey sets that are available to TSA screeners. These locks are accepted and recognized by the TSA for use at all airports where TSA screening is performed.
However, TSA does not approve or endorse this particular product and we expect additional vendors to provide different versions of these "Dual Custody" padlocks to the retail market. While we cannot guarantee that the TSA accepted locks will not be broken during security screening, we do request that you report such incidents to the TSA Contact Center (TCC) so that we can take appropriate action.
Additional information on these products can be found on the Travel Sentry web site at www.travelsentry.org and on the Safe Skies web site at www.safeskieslocks.com. We have attached a copy of our claims form so that you may seek compensation for the replacement of your lock. While use of the form is not mandatory, it will help you ensure that you meet the legal requirements for filing a claim.
In order to protect your rights under federal law and to file a valid claim, you must send your claim in writing to TSA, stating the circumstances of the loss and the exact amount you are claiming (fair market value of lost or destroyed property, reasonable cost of repair for damaged property), within two years after your claim accrued. The claim must be signed by you or your authorized representative (e.g., an attorney or other personal representative with appropriate proof of authority).
You can satisfy the notice requirement by filling out the attached Standard Form 95 (claim form) in accordance with the instructions, and returning it to the address in box #1. Please be sure to follow the instructions carefully, and to fill out the claim form completely.
Once the Claims Management Office has received your claim form, you will be sent a letter of acknowledgement and a claim number. You should keep the claim number for future reference when inquiring about your claim. TSA will try to resolve your claim as quickly as possible, but it may need time to make a further investigation of the facts. If TSA denies your claim, or has not finally resolved it within six months after you have filed it, you may have a right to bring your claim to court.
Please visit TSA's Claims Management Office's website at https://claims.tsa.dhs.gov <https://claims.tsa.dhs.gov/> for information related to filing a claim, checking the status of a claim and other claim related issues.
TSA Contact Center
--- Original Message --From: (b) (6) Received: 9/17/2007 8:37:20 AM Eastern Standard Time (GMT - 4:00 ) To: "TSA Contact Center" <[email protected]> Subject: Customer Service Feedback
THIS GENERATED EMAIL HAS BEEN SENT FROM TSA INTERNET CONTACT US-CUSTOMER SERVICE Remote Client IP: (b) (6) System Time: 9/15/2007 9:53:24 PM __________________________________________ User Name:
(b) (6)
User Email:
(b) (6)
__________________________________________ To: [email protected] Category: Complaints Sub Category: Customer Service Message: Please advise of how to resolve a repeated problem. Whenever TSA inspects my checked luggage the TSA approved lock is discarded and the bright colored identifying security strap I use is also discarded. I fully support inspection of any baggage deemed necessary. I do not support the discarding of personal property after the inspection. My latest flight conducted on September 15 from Oklahoma City to Orlando with a plane change in DGW is another example. American Flight 1498 connecting with American Flight 1632. Today now makes a total of three incidents of discarded personal property. Thank you for any attention you may give this matter.
(b) (6)
__________________________________________ Date and Time of message: 9/15/2007 9:53:24 PM
------ TCC Control Number: -----<<#127380-191980#>>
No virus found in this incoming message. Checked by AVG Free Edition. Version: 7.5.487 / Virus Database: 269.13.21/1010 - Release Date: 9/15/2007 7:54 PM
No virus found in this outgoing message. Checked by AVG Free Edition. Version: 7.5.487 / Virus Database: 269.13.21/1010 - Release Date: 9/15/2007 7:54 PM Agent Notes: Forward to CSM Response Forward to CSM Response, fwd (b) (6) Follow Up: To TSOC Date: From TSOC Date:
Last Updated By: Last Update Date: Opening Agent: Opened Date: 9/17/2007 3:39:54 PM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, Airline: Subject Category: TSA Approved Locks- General - TSA Approved Locks- General Interaction Type: COMPLAINT Response Email: From: Prior Vendor To: (b) (6) Subject: Re: Customer Service Feedback <<#127380-191980#>> Body: <html><HEAD><STYLE>p {margin-bottom: 0; margin-top: 0;}</STYLE></HEAD><body><FONT SIZE="2"> <DIV STYLE="font-family: Arial;color: #000000;"><FONT size=3><FONT size=3><FONT size=3><FONT size=3><FONT size=3><FONT size=3><FONT size=3> <P class=MsoNormal style="MARGIN: 0in 0in 0pt">(b) (6) </P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face=Arial></FONT> </P><FONT face="Arial, Helvetica, sans-serif"> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif">The following email is being forwarded to you for review from the TCC. Please contact the consumer to resolve their issue/s addressed in the original email message below and reply with resolution to the TCC Customer Service representative, who will close the TCC record.</FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"></FONT><FONT face="Arial, Helvetica, sans-serif"> <?xml:namespace prefix = o ns = "urn:schemas-microsoft-com:office:office" /><o:p></o:p></FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif">Thank you,</FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif"> <o:p></o:p></FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif">Clinton Kirksey</FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face=Arial>TSA Contact Center</FONT></P><FONT face="Tahoma, Verdana, Arial" size=2></FONT></FONT></FONT></FONT></FONT></FONT></FONT></FONT></DIV> <DIV STYLE="font-family: Arial;color: #000000;"></DIV> </FONT><BR><br><br><DIV>--- Original Message ---<BR>From: (b) (6) <(b) (6) ><BR>Received: 9/17/2007 3:39:53 PM Eastern Standard Time (GMT - 4:00 )<BR>To: "TSA Contact Center" <[email protected]><BR>Subject: Customer Service Feedback<BR><BR> <META content="Microsoft Word 11 (filtered medium)" name=Generator> <STYLE> v\:* {behavior:url(#default#VML);} o\:* {behavior:url(#default#VML);} w\:* {behavior:url(#default#VML);} .shape {behavior:url(#default#VML);} </STYLE> <?xml:namespace prefix = o ns = "urn:schemas-microsoft-com:office:office" /><o:SmartTagType name="PostalCode" namespaceuri="urn:schemas-microsoft-com:office:smarttags"></o:SmartTagType><o:SmartTagType name="State" namespaceuri="urn:schemas-microsoft-com:office:smarttags"></o:SmartTagType><o:SmartTagType name="City" namespaceuri="urn:schemas-microsoft-com:office:smarttags"></o:SmartTagType><o:SmartTagType name="PlaceType" namespaceuri="urn:schemas-microsoft-com:office:smarttags"></o:SmartTagType><o:SmartTagType name="PlaceName" namespaceuri="urn:schemas-microsoft-com:office:smarttags"></o:SmartTagType><o:SmartTagType name="place" namespaceuri="urn:schemas-microsoft-com:office:smarttags"></o:SmartTagType><o:SmartTagType name="Street" namespaceuri="urn:schemas-microsoft-com:office:smarttags"></o:SmartTagType><o:SmartTagType name="address" namespaceuri="urn:schemas-microsoft-com:office:smarttags"></o:SmartTagType> <STYLE> st1\:*{behavior:url(#default#ieooui) } </STYLE> <STYLE> <!-/* Font Definitions */ @font-face {font-family:Tahoma;
(b) (6)
panose-1:2 11 6 4 3 5 4 4 2 4;} /* Style Definitions */ p.MsoNormal, li.MsoNormal, div.MsoNormal {margin:0in; margin-bottom:.0001pt; font-size:12.0pt; font-family:"Times New Roman";} a:link, span.MsoHyperlink {color:blue; text-decoration:underline;} a:visited, span.MsoHyperlinkFollowed {color:blue; text-decoration:underline;} p {margin:0in; margin-bottom:.0001pt; font-size:12.0pt; font-family:"Times New Roman";} span.EmailStyle18 {mso-style-type:personal-reply; font-family:"Times New Roman"; color:blue; font-weight:normal; font-style:normal; text-decoration:none none;} @page Section1 {size:8.5in 11.0in; margin:1.0in 1.25in 1.0in 1.25in;} div.Section1 {page:Section1;} --> </STYLE> <DIV class=Section1> <P class=MsoNormal><FONT face="Times New Roman" color=blue size=3><SPAN style="FONT-SIZE: 12pt; COLOR: blue">Thank you for your very prompt reply. I truly appreciate the information supplied. I am not concerned about remuneration of lost or stolen locks and securing straps. I am concerned about replacing them after the inspection is completed. A little confused with the statement that the TSA locks used may have to be destroyed because of non compatibility of passkeys, and etc. It is the belief of the traveling public that when purchasing a alleged TSA approved lock that they indeed can be opened by TSA inspectors. Additionally, the securing belts/straps applied around the baggage is not locked but is secured by a very simple and user friendly clasp. All one has to do is GÇ£clickGÇ¥ the securing clasp and it unlocks or is relocked.<o:p></o:p></SPAN></FONT></P> <P class=MsoNormal><FONT face="Times New Roman" color=blue size=3><SPAN style="FONT-SIZE: 12pt; COLOR: blue"><o:p> </o:p></SPAN></FONT></P> <P class=MsoNormal><FONT face="Times New Roman" color=blue size=3><SPAN style="FONT-SIZE: 12pt; COLOR: blue">I have attached two GÇ£noticesGÇ¥ (one English one Spanish) expressing my request that professionalism be exercised by all TSA inspectors when inspecting travelers luggage. Hopefully, these notices will be honored and respected.<o:p></o:p></SPAN></FONT></P> <P class=MsoNormal><FONT face="Times New Roman" color=blue size=3><SPAN style="FONT-SIZE: 12pt; COLOR: blue"><o:p> </o:p></SPAN></FONT></P> <P class=MsoNormal><FONT face="Times New Roman" color=blue size=3><SPAN style="FONT-SIZE: 12pt; COLOR: blue">Again, I fully support security inspections and only desire professional courtesies be extended to all travelers to include the non-theft or destruction of personal travelers property.<o:p></o:p></SPAN></FONT></P> <P class=MsoNormal><FONT face="Times New Roman" color=blue size=3><SPAN style="FONT-SIZE: 12pt; COLOR: blue"><o:p> </o:p></SPAN></FONT></P> <P class=MsoNormal><FONT face="Times New Roman" color=blue size=3><SPAN style="FONT-SIZE: 12pt; COLOR: blue">Jack Milavic<o:p></o:p></SPAN></FONT></P> <P class=MsoNormal><FONT face="Times New Roman" color=blue size=3><SPAN style="FONT-SIZE: 12pt; COLOR: blue"><o:p> </o:p></SPAN></FONT></P> <DIV> <P class=MsoNormal><FONT face=Arial color=blue size=2><SPAN style="FONT-SIZE: 10pt; COLOR: blue; FONT-FAMILY: (b) (6) </SPAN></FONT><FONT color=blue><SPAN style="COLOR: blue"><o:p></o:p></SPAN></FONT></P> <P class=MsoNormal><FONT face=Arial color=blue size=2><SPAN style="FONT-SIZE: 10pt; COLOR: blue; FONT-FAMILY: Arial"><A href="mailto:(b) (6) </A></SPAN></FONT><FONT color=blue><SPAN style="COLOR: blue"><o:p></o:p></SPAN></FONT></P> <P class=MsoNormal><FONT face=Arial color=blue size=2><SPAN style="FONT-SIZE: 10pt; COLOR: blue; FONT-FAMILY: Arial">(321) 431-2329</SPAN></FONT><o:p></o:p></P></DIV>
<DIV> <DIV class=MsoNormal style="TEXT-ALIGN: center" align=center><FONT face="Times New Roman" size=3><SPAN style="FONT-SIZE: 12pt"> <HR tabIndex=-1 align=center width="100%" SIZE=2> </SPAN></FONT></DIV> <P class=MsoNormal><B><FONT face=Tahoma size=2><SPAN style="FONT-WEIGHT: bold; FONT-SIZE: 10pt; FONT-FAMILY: Tahoma">From:</SPAN></FONT></B><FONT face=Tahoma size=2><SPAN style="FONT-SIZE: 10pt; FONT-FAMILY: Tahoma"> TSAContactCenter [mailto:[email protected]] <BR><B><SPAN style="FONT-WEIGHT: bold">Sent:</SPAN></B> Monday, September 17, 2007 12:15 PM<BR><B><SPAN style="FONT-WEIGHT: bold">To:</SPAN></B> (b) (6) t<BR><B><SPAN style="FONT-WEIGHT: bold">Subject:</SPAN></B> Re: Customer Service Feedback </SPAN></FONT><o:p></o:p></P></DIV> <P class=MsoNormal><FONT face="Times New Roman" size=3><SPAN style="FONT-SIZE: 12pt"><o:p> </o:p></SPAN></FONT></P> <DIV> <P><FONT face=Arial color=black size=3><SPAN style="FONT-SIZE: 12pt; COLOR: black; FONT-FAMILY: Arial">Thank you for your email message concerning the destruction of your TSA Approved Lock. <o:p></o:p></SPAN></FONT></P> <P><FONT face=Arial color=black size=3><SPAN style="FONT-SIZE: 12pt; COLOR: black; FONT-FAMILY: Arial"> <o:p></o:p></SPAN></FONT></P> <P><FONT face=Arial color=black size=3><SPAN style="FONT-SIZE: 12pt; COLOR: black; FONT-FAMILY: Arial">These locks were developed through cooperation between luggage, lock and travel accessory manufacturers and the TSA. Under this system, TSA screeners are able to unlock and then relock luggage without damage through the use of passkey sets that are available to TSA screeners. These locks are accepted and recognized by the TSA for use at all airports where TSA screening is performed. <o:p></o:p></SPAN></FONT></P> <P><FONT face=Arial color=black size=3><SPAN style="FONT-SIZE: 12pt; COLOR: black; FONT-FAMILY: Arial"> <o:p></o:p></SPAN></FONT></P> <P><FONT face=Arial color=black size=3><SPAN style="FONT-SIZE: 12pt; COLOR: black; FONT-FAMILY: Arial">However, TSA does not approve or endorse this particular product and we expect additional vendors to provide different versions of these "Dual Custody" padlocks to the retail market. While we cannot guarantee that the TSA accepted locks will not be broken during security screening, we do request that you report such incidents to the TSA Contact Center (TCC) so that we can take appropriate action. <o:p></o:p></SPAN></FONT></P> <P><FONT face=Arial color=black size=3><SPAN style="FONT-SIZE: 12pt; COLOR: black; FONT-FAMILY: Arial"> <o:p></o:p></SPAN></FONT></P> <P><FONT face=Arial color=black size=3><SPAN style="FONT-SIZE: 12pt; COLOR: black; FONT-FAMILY: Arial">Additional information on these products can be found on the Travel Sentry web site at </SPAN></FONT><U><FONT face=Arial color=blue><SPAN style="COLOR: blue; FONT-FAMILY: Arial">www.travelsentry.org</SPAN></FONT></U><FONT face=Arial color=black><SPAN style="COLOR: black; FONT-FAMILY: Arial"> and on the Safe Skies web site at </SPAN></FONT><U><FONT face=Arial color=blue><SPAN style="COLOR: blue; FONT-FAMILY: Arial">www.safeskieslocks.com</SPAN></FONT></U><FONT face=Arial color=black><SPAN style="COLOR: black; FONT-FAMILY: Arial">.<o:p></o:p></SPAN></FONT></P> <P><FONT face=Arial color=black size=3><SPAN style="FONT-SIZE: 12pt; COLOR: black; FONT-FAMILY: Arial">We have attached a copy of our claims form so that you may seek compensation for the replacement of your lock. While use of the form is not mandatory, it will help you ensure that you meet the legal requirements for filing a claim. <o:p></o:p></SPAN></FONT></P> <P><FONT face=Arial color=black size=3><SPAN style="FONT-SIZE: 12pt; COLOR: black; FONT-FAMILY: Arial"> <o:p></o:p></SPAN></FONT></P> <P><FONT face=Arial color=black size=3><SPAN style="FONT-SIZE: 12pt; COLOR: black; FONT-FAMILY: Arial">In order to protect your rights under federal law and to file a valid claim, you must send your claim in writing to TSA, stating the circumstances of the loss and the exact amount you are claiming (fair market value of lost or destroyed property, reasonable cost of repair for damaged property), within two years after your claim accrued. The claim must be signed by you or your authorized representative (e.g., an attorney or other personal representative with appropriate proof of authority). <o:p></o:p></SPAN></FONT></P> <P><FONT face=Arial color=black size=3><SPAN style="FONT-SIZE: 12pt; COLOR: black; FONT-FAMILY: Arial"> <o:p></o:p></SPAN></FONT></P> <P><FONT face=Arial color=black size=3><SPAN style="FONT-SIZE: 12pt; COLOR: black; FONT-FAMILY: Arial">You can satisfy the notice requirement by filling out the attached Standard Form 95 (claim form) in accordance with the instructions, and returning it to the address in <?xml:namespace prefix = st1 ns = "urn:schemas-microsoft-com:office:smarttags" /><st1:address w:st="on"><st1:Street w:st="on">box #</st1:Street>1</st1:address>. Please be sure to follow the instructions carefully, and to fill out the claim form completely. <o:p></o:p></SPAN></FONT></P> <P><FONT face=Arial color=black size=3><SPAN style="FONT-SIZE: 12pt; COLOR: black; FONT-FAMILY: Arial"> <o:p></o:p></SPAN></FONT></P> <P><FONT face=Arial color=black size=3><SPAN style="FONT-SIZE: 12pt; COLOR: black; FONT-FAMILY: Arial">Once the Claims Management Office has received your claim form, you will be sent a letter of acknowledgement and a claim number. You should keep the claim number for future reference when inquiring about your claim. TSA will try to resolve your claim as quickly as possible, but it may need time to make a further investigation of the facts. If TSA denies your claim, or has not finally resolved it within six months after you have filed it, you may have a right to bring your claim to court. <o:p></o:p></SPAN></FONT></P> <P><FONT face=Arial color=black size=3><SPAN style="FONT-SIZE: 12pt; COLOR: black; FONT-FAMILY: Arial"> <o:p></o:p></SPAN></FONT></P> <P><FONT face=Arial color=black size=3><SPAN style="FONT-SIZE: 12pt; COLOR: black; FONT-FAMILY: Arial">Please visit TSA's Claims Management Office's website at <A title=blocked::https://claims.tsa.dhs.gov/ href="https://claims.tsa.dhs.gov/">https://claims.tsa.dhs.gov</A> for information related to filing a claim, checking the status of a
claim and other claim related issues.<o:p></o:p></SPAN></FONT></P> <P><FONT face=Arial color=black size=3><SPAN style="FONT-SIZE: 12pt; COLOR: black; FONT-FAMILY: Arial"> <o:p></o:p></SPAN></FONT></P> <P><FONT face=Arial color=black size=3><SPAN style="FONT-SIZE: 12pt; COLOR: black; FONT-FAMILY: Arial"> <o:p></o:p></SPAN></FONT></P> <P><st1:place w:st="on"><st1:PlaceName w:st="on"><FONT face=Arial color=black size=3><SPAN style="FONT-SIZE: 12pt; COLOR: black; FONT-FAMILY: Arial">TSA</SPAN></FONT></st1:PlaceName><FONT face=Arial color=black><SPAN style="COLOR: black; FONTFAMILY: Arial"> <st1:PlaceName w:st="on">Contact</st1:PlaceName> <st1:PlaceType w:st="on">Center</st1:PlaceType></SPAN></FONT></st1:place><FONT face=Arial color=black><SPAN style="COLOR: black; FONTFAMILY: Arial"><o:p></o:p></SPAN></FONT></P> <P><FONT face=Arial color=black size=3><SPAN style="FONT-SIZE: 12pt; COLOR: black; FONT-FAMILY: Arial"> <o:p></o:p></SPAN></FONT></P> <P><FONT face=Arial color=black size=3><SPAN style="FONT-SIZE: 12pt; COLOR: black; FONT-FAMILY: Arial"> <o:p></o:p></SPAN></FONT></P></DIV> <P class=MsoNormal style="MARGIN-BOTTOM: 12pt"><FONT face="Times New Roman" size=3><SPAN style="FONT-SIZE: 12pt"><BR><BR><o:p></o:p></SPAN></FONT></P> <DIV> <P class=MsoNormal><FONT face="Times New Roman" size=3><SPAN style="FONT-SIZE: 12pt">--- Original Message ---<BR>From: <(b) (6) ><BR>Received: 9/17/2007 8:37:20 AM Eastern Standard Time (GMT - 4:00 )<BR>To: "<st1:place w:st="on"><st1:PlaceName w:st="on">TSA</st1:PlaceName> <st1:PlaceName w:st="on">Contact</st1:PlaceName> <st1:PlaceType w:st="on">Center</st1:PlaceType></st1:place>" <[email protected]><BR>Subject: Customer Service Feedback<BR><BR><BR><o:p></o:p></SPAN></FONT></P><!-- Converted from text/plain format --> <P><FONT face="Times New Roman" size=2><SPAN style="FONT-SIZE: 10pt">THIS GENERATED EMAIL HAS BEEN SENT FROM TSA INTERNET CONTACT US-CUSTOMER SERVICE</SPAN></FONT> <o:p></o:p></P> <P><FONT face="Times New Roman" size=2><SPAN style="FONT-SIZE: 10pt">Remote Client IP: (b) (6) </SPAN></FONT> <BR><FONT size=2><SPAN style="FONT-SIZE: 10pt">System Time: 9/15/2007 9:53:24 PM</SPAN></FONT> <BR><FONT size=2><SPAN style="FONT-SIZE: 10pt">__________________________________________</SPAN></FONT> <o:p></o:p></P> <P><FONT face="Times New Roman" size=2><SPAN style="FONT-SIZE: 10pt">User Name: </SPAN></FONT><BR><FONT size=2><SPAN style="FONT-SIZE: 10pt">(b) (6) </SPAN></FONT> <o:p></o:p></P> <P><FONT face="Times New Roman" size=2><SPAN style="FONT-SIZE: 10pt">User Email: </SPAN></FONT><BR><FONT size=2><SPAN style="FONT-SIZE: 10pt">a(b) (6) </SPAN></FONT> <BR><FONT size=2><SPAN style="FONT-SIZE: 10pt">__________________________________________</SPAN></FONT> <o:p></o:p></P> <P><FONT face="Times New Roman" size=2><SPAN style="FONT-SIZE: 10pt">To:</SPAN></FONT> <BR><FONT size=2><SPAN style="FONT-SIZE: 10pt">[email protected]</SPAN></FONT> <o:p></o:p></P> <P><FONT face="Times New Roman" size=2><SPAN style="FONT-SIZE: 10pt">Category: </SPAN></FONT><BR><FONT size=2><SPAN style="FONT-SIZE: 10pt">Complaints</SPAN></FONT> <o:p></o:p></P> <P><FONT face="Times New Roman" size=2><SPAN style="FONT-SIZE: 10pt">Sub Category: </SPAN></FONT><BR><FONT size=2><SPAN style="FONT-SIZE: 10pt">Customer Service</SPAN></FONT> <o:p></o:p></P> <P><FONT face="Times New Roman" size=2><SPAN style="FONT-SIZE: 10pt">Message: </SPAN></FONT><BR><FONT size=2><SPAN style="FONT-SIZE: 10pt">Please advise of how to resolve a repeated problem. Whenever TSA inspects my checked luggage the TSA approved lock is discarded and the bright colored identifying security strap I use is also discarded. I fully support inspection of any baggage deemed necessary. I do not support the discarding of personal property after the inspection. My latest flight conducted on September 15 from <st1:City w:st="on">Oklahoma City</st1:City> to <st1:City w:st="on"><st1:place w:st="on">Orlando</st1:place></st1:City> with a plane change in DGW is another example. American Flight 1498 connecting with American Flight 1632.</SPAN></FONT><o:p></o:p></P> <P><FONT face="Times New Roman" size=2><SPAN style="FONT-SIZE: 10pt">Today now makes a total of three incidents of discarded personal property.</SPAN></FONT> <o:p></o:p></P> <P><FONT face="Times New Roman" size=2><SPAN style="FONT-SIZE: 10pt">Thank you for any attention you may give this matter.</SPAN></FONT> <o:p></o:p></P> <P class=MsoNormal><FONT face="Times New Roman" size=3><SPAN style="FONT-SIZE: 12pt"><o:p> </o:p></SPAN></FONT></P> <P><FONT face="Times New Roman" size=2><SPAN style="FONT-SIZE: 10pt">(b) (6) </SPAN></FONT> <BR><FONT size=2><SPAN style="FONT-SIZE: 10pt">(b) (6) </SPAN></FONT> <BR><st1:place w:st="on"><st1:City w:st="on"><FONT size=2><SPAN style="FONT-SIZE: 10pt">(b) (6) </SPAN></FONT></st1:City><FONT size=2><SPAN style="FONT-SIZE: 10pt"> <st1:State w:st="on">(b) (6) </st1:State> <st1:PostalCode w:st="on"(b) (6) </st1:PostalCode></SPAN></FONT></st1:place> <BR><FONT size=2><SPAN style="FONT-SIZE: 10pt">(321) 431-2329</SPAN></FONT> <o:p></o:p></P> <P class=MsoNormal><FONT face="Times New Roman" size=3><SPAN style="FONT-SIZE: 12pt"><o:p> </o:p></SPAN></FONT></P> <P><FONT face="Times New Roman" size=2><SPAN style="FONT-SIZE: 10pt">__________________________________________</SPAN></FONT> <BR><FONT size=2><SPAN style="FONT-SIZE: 10pt">Date and Time of message: 9/15/2007 9:53:24 PM</SPAN></FONT> <o:p></o:p></P></DIV> <P class=MsoNormal><FONT face="Times New Roman" size=3><SPAN style="FONT-SIZE: 12pt"><BR><BR><BR><o:p></o:p></SPAN></FONT></P></DIV><BR> <P><FONT size=2>No virus found in this incoming message.<BR>Checked by AVG Free Edition.<BR>Version: 7.5.487 / Virus Database: 269.13.21/1010 - Release Date: 9/15/2007 7:54 PM<BR></FONT></P> <P><FONT face=Arial size=2></FONT></P><BR>
<P><FONT size=2>No virus found in this outgoing message.<BR>Checked by AVG Free Edition.<BR>Version: 7.5.487 / Virus Database: 269.13.21/1010 - Release Date: 9/15/2007 7:54 PM<BR></FONT></P> <P><FONT face=Arial size=2></FONT></P></DIV><BR><BR>------ TCC Control Number: ------<BR><<#127380-191980#>></body></html> END RECORD
CONTACT RECORD
EID: 50283783 Contact Type: Contact Date: 2009-01-26 18:50:34 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2009-01-26 18:50:34 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Caller asked if claim form is available on TSA website, Body: Agent Notes: Walked caller through website for claim form Walked caller through website for claim form, Notice of baggage inspection Hard blue plastic case with testing equipment for his employment, the caller stats that the TSA screeners did not tape it back correctly Caller also states that he wants to send a complaint via online, provided caller the information to do so. Caller states that he always have a problem with OKC airport. Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Opening Agent: Opened Date: 1/26/2009 6:50:34 PM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, Airline: Subject Category: Claim Form Requests-Website - Claim Form Requests-Website Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 50283880 Contact Type: Contact Date: 2009-01-21 13:49:32 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2009-01-16 09:00:00 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Caller wanted to report that a TSO at MSY made him go through the metal detector even though he had a pacemaker. Body: Agent Notes: Apologized to the caller and advised that a message will be sent to CSM. Apologized to the caller and advised that a message will be sent to CSM., Male. The TCC received the following information and we are forwarding this to you for action. We are forwarding this information for your review or follow-up. Please reply by email, to the TCC Customer Service Representative sending this message, with the results of any follow up action taken on this contact. Brief Description: (b) (6) said that he was going through security at MSY on the 16th of January. When he approached the checkpoint, a male TSO came up to him and told him to walk through the metal detector. (b) (6) told the TSO that he had a pacemaker and that he should not go through because it would directly injure him or could prove to be fatal. However, the TSO told him that he had to go through. So (b) (6) had no choice but to go through the metal detector. Consequently, nothing happened. Nevertheless, this should not be left un-noticed. He is upset about it and wants to make sure that it does not happen to somebody else. He would like to be contacted. NOTES: He did present his Biotronik Card for his pacemaker as well. Date of Incident: 1/16/09 Customer Name:(b) (6) Customer Contact Information: (b) (6) Airport: MSY Airline: Southwest Flight#: 365 Terminal/Gate: N/A Check In/Incident Time: 9:00 AM Carry On or Checked Baggage: carry on Event ID# : 300117996490121 Follow Up: To TSOC Date: From TSOC Date: Last Updated By: Last Update Date: Opening Agent: Opened Date: 1/21/2009 1:49:32 PM Linked Event IDs:
(b) (6)
Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, MSY New Orleans, LA, USA - Moisant International Airport, Airline: Southwest AirlinesSouthwest Airlines,
Subject Category: Discourteous- Rude Employee - Discourteous- Rude Employee Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 50286319 Contact Type: Contact Date: Medium: EMAIL Contact Status: CLOSED Incident Date: Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: (b) (6) Subject: ISSUE, Lost Sunglasses Body: My name is (b) (6) and I was flying out of OKC last Sunday night. I was on flight 5:25 from OKC to DAL. I then went on from DAL to MAF at 9:55, though both of my flights were delayed. I was flying with Southwest. I had a black pair of Arnette sunglasses in my suit case. I didn't unpack until late this week and noticed that my sunglasses did not make it back with me and that there was a TSA card in my bag. The card said that they had opened my bag to inspect it. What steps do I need to take to either locate my sunglasses or get reimbursed? Thanks,
(b) (6)
________________________________ This email (and attachments if any) is intended only for the use of the individual or entity to which it is addressed, and may contain information that is privileged, confidential and exempt from disclosure under applicable law. If the reader of this email is not the intended recipient, or the employee or agent responsible for delivering this message to the intended recipient, you are hereby notified that any dissemination, distribution or copying of this communication is strictly prohibited. If you have received this communication in error, please notify the sender immediately by return email and destroy all copies of the email (and attachments if any) Agent Notes: Retrieve Items & Claims Response Retrieve Items & Claims Response, INSERTED LOST AND FOUND Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Opening Agent: Opened Date: 11/3/2008 10:46:40 AM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, DAL Dallas, TX, USA - Love Field, MAF Midland/Odessa, TX, USA - Midland Intl Airport, Airline: Southwest AirlinesSouthwest Airlines, Subject Category: Claim Form Requests - Missing items from Checked Baggage - Claim Form Requests - Missing items from Checked Baggage Interaction Type: COMPLAINT
Response Email: From: Prior Vendor To: (b) (6) Subject: Re: Lost Sunglasses <<#254174-345128#>> Body: <html><head><style type="text/css">p {margin-bottom: 0; margin-top: 0;}</style></head><body bgcolor="#ffffff" style="background: #ffffff"> <font size="2"><div style="width:100%;word-wrap:break-word;font-family: Arial;color: #000000;"><P class=msonormal style="MARGIN: 0in 0in 0pt"><FONT face=Arial><SPAN>Thank you for your email message regarding the retrieval of lost items. </SPAN></FONT></P> <P class=msonormal style="MARGIN: 0in 0in 0pt"> </P> <P class=msonormal style="MARGIN: 0in 0in 0pt"><FONT face=Arial><SPAN>Each airport establishes procedures for handling lost and found items.</SPAN><SPAN> </SPAN><SPAN>TSA follows those procedures where they exist.</SPAN><SPAN> </SPAN><SPAN>The airports in those instances are responsible for holding and disposing items under applicable local laws.</SPAN><SPAN> </SPAN><SPAN>Items such as locks, tags, straps, and other external luggage pieces are often lost or damaged as the baggage goes through the baggage handling equipment and may or may not have been found by airline/airport personnel.</SPAN><SPAN> </SPAN></FONT></P> <P class=msonormal style="MARGIN: 0in 0in 0pt"></P> <P class=msonormal style="MARGIN: 0in 0in 0pt"><FONT face=Arial><SPAN>In an airport where no policy exists, found articles are collected, stored, and disposed of under General Services Administration rules.</SPAN><SPAN> </SPAN><SPAN>TSA is unable to identify and return all items, but may be able to locate and return items on a case-by-case basis.</SPAN><SPAN> </SPAN><SPAN>We suggest you contact the airport at which your items were confiscated or lost at 405-680-3233 (OKC)</SPAN></FONT> </P> <P class=msonormal style="MARGIN: 0in 0in 0pt"><FONT face=Arial><SPAN> </SPAN></FONT> </P> <P class=msonormal style="MARGIN: 0in 0in 0pt"><FONT face=Arial><SPAN>We work very hard to achieve consistency in the security processes. As we inspect screening operations at airports and receive feedback from the traveling public, we address inconsistencies and ensure corrective actions are taken, when necessary. We will continue to do all that we can to inspect screening operations and provide written procedures and training to specify how the process is to be applied. </SPAN></FONT></P> <P class=msonormal style="MARGIN: 0in 0in 0pt"><FONT face=Arial><SPAN> </SPAN></FONT> </P> <P class=msonormal style="MARGIN: 0in 0in 0pt"><FONT face=Arial><SPAN>The Transportation Security Administration (TSA) is responsible for reviewing all claims relating to the screening of passengers and their baggage. In order to protect your rights under federal law and to file a valid claim, you must send your claim in writing to TSA, stating the circumstances of the loss and the exact amount you are claiming (fair market value of lost or destroyed property, reasonable cost of repair for damaged property), within two years after your claim accrued. The claim must be signed by you or your authorized representative (e.g., an attorney or other personal representative with appropriate proof of authority). </SPAN></FONT></P> <P class=msonormal style="MARGIN: 0in 0in 0pt"><FONT face=Arial><SPAN> </SPAN></FONT> </P> <P class=msonormal style="MARGIN: 0in 0in 0pt"><FONT face=Arial><SPAN>You can satisfy the notice requirement by filling out the attached Standard Form 95 (claim form) in accordance with the instructions, and returning it to the address in <ST1 st="on" xmlns="#DEFAULT" st1="urn:x-prefix:st1" w="#DEFAULT" address="#DEFAULT"><ST1 st="on" w="#DEFAULT" street="#DEFAULT">box #</ST1>1</ST1>. Please be sure to follow the instructions carefully, and to fill out the claim form completely. While use of the form is not mandatory, it will help you ensure that you meet the legal requirements for filing a claim. </SPAN></FONT></P> <P class=msonormal style="MARGIN: 0in 0in 0pt"><SPAN><FONT face=Arial> </FONT></SPAN> </P> <P class=msonormal style="MARGIN: 0in 0in 0pt"><SPAN><FONT face=Arial>Once the Claims Management Office has received your claim form, you will be sent a letter of acknowledgement and a claim number. You should keep the claim number for future reference when inquiring about your claim. TSA will try to resolve your claim as quickly as possible, but it may need time to make a further investigation of the facts. If TSA denies your claim, or has not finally resolved it within six months after you have filed it, you may have a right to bring your claim to court. </FONT></SPAN></P> <P class=msonormal style="MARGIN: 0in 0in 0pt"></P> <P class=msonormal style="MARGIN: 0in 0in 0pt"><SPAN><FONT face=Arial>Please visit TSAGÇÖs Claims Management OfficeGÇÖs website at </FONT><A title=blocked::https://claims.tsa.dhs.gov/ href="https://claims.tsa.dhs.gov/" shape=rect><FONT face=Arial size=3>https://claims.tsa.dhs.gov</FONT></A><FONT face="Arial, Helvetica, sans-serif" size=3> </FONT><FONT face=Arial> for information related to filing a claim, checking the status of a claim and other claim related issues.</FONT></SPAN><FONT face=Arial><SPAN> </SPAN><SPAN>If you have additional questions that are not addressed on this website, please contact the Claims Management Office at <A href="http://[email protected]/" shape=rect>[email protected]</A>.</SPAN></FONT> </P> <P class=msonormal style="MARGIN: 0in 0in 0pt"><SPAN><FONT face=Arial> </FONT></SPAN> </P> <P class=msonormal style="MARGIN: 0in 0in 0pt"><SPAN><FONT face=Arial>We hope that this provides you with all of the information you need. If you have further questions, please feel free to call TSA, toll free, at (866) 289-9673.</FONT></SPAN> </P> <P class=msonormal style="MARGIN: 0in 0in 0pt"><SPAN><FONT face=Arial> </FONT></SPAN> </P> <P class=msonormal style="MARGIN: 0in 0in 0pt"><SPAN><FONT face=Arial> </FONT></SPAN> </P> <P class=msonormal style="MARGIN: 0in 0in 0pt"><SPAN><FONT face=Arial><O xmlns="#DEFAULT" o="urn:x-prefix:o" p="#DEFAULT"></O></FONT></SPAN></P> <P class=msonormal style="MARGIN: 0in 0in 0pt"></P> <P> </P></div>
</font><br /> <br><br><div>--- Original Message ---<BR>From: (b) (6) ><BR>Received: 11/3/08 10:46:37 AM EST<BR>To: "TSA Contact Center" <[email protected]><BR>Subject: Lost Sunglasses<BR><BR> <META content="Microsoft Exchange Server" name=Generator><!-- converted from rtf --> <STYLE><!-- .EmailQuote { margin-left: 1pt; padding-left: 4pt; border-left: #800000 2px solid; } --></STYLE> <FONT face="Arial, sans-serif" size=2> <DIV>My name is(b) (6) and I was flying out of OKC last Sunday night. I was on flight 5:25 from OKC to DAL. I then went on from DAL to MAF at 9:55, though both of my flights were delayed. I was flying with Southwest. I had a black pair of Arnette sunglasses in my suit case. I didn't unpack until late this week and noticed that my sunglasses did not make it back with me and that there was a TSA card in my bag. The card said that they had opened my bag to inspect it. What steps do I need to take to either locate my sunglasses or get reimbursed?</DIV> <DIV> </DIV> <DIV><FONT face="Times New Roman, serif" size=3>Thanks, <BR>< (b) (6) /I> <BR>(b) (6) <BR>Phone: (b) (6) <BR>Email: (b) (6) </FONT></DIV> <DIV><FONT face="Times New Roman, serif" size=3> </FONT></DIV> <DIV><FONT size=3><BR></FONT></DIV> <DIV><FONT color=#c0c0c0 size=3><U> ________________________________ </U></FONT></DIV> <DIV><FONT face="Arial, sans-serif" color=#808080 size=1>This email (and attachments if any) is intended only for the use of the individual or entity to which it is addressed, and may contain information that is privileged, confidential and exempt from disclosure under applicable law. If the reader of this email is not the intended recipient, or the employee or agent responsible for delivering this message to the intended recipient, you are hereby notified that any dissemination, distribution or copying of this communication is strictly prohibited. If you have received this communication in error, please notify the sender immediately by return email and destroy all copies of the email (and attachments if any).<BR></FONT></DIV></FONT></div> <BR><BR>------ TCC Control Number: ------<BR><<#254174-345128#>></body></html> END RECORD
CONTACT RECORD
EID: 50290291 Contact Type: Contact Date: Medium: EMAIL Contact Status: CLOSED Incident Date: Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: (b) (6) Subject: ISSUE, Baggage inspection complaint Body: To whom it may concern, I departed on September 24, 2007 from Oklahoma City on AA1135. When I picked up my bag in Tucson, it was partially open with the cord of the cell phone charger hanging out. A magazine in the outer pocket was roughly folded to make it fit and jammed back into the pocket along with the baggage inspection notice. I am a frequent business traveller and have not experienced this level of haste or carelessness before. I am bringing this to your attention because I thought you should know. Sincerely,
(b) (6)
Agent Notes: General Complaint & Falling Short of Standard General Complaint & Falling Short of Standard, Follow Up: To TSOC Date: From TSOC Date: Last Updated By: Last Update Date: Opening Agent: Opened Date: 9/27/2007 11:25:47 AM Linked Event IDs:
(b) (6)
Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, Airline: Subject Category: Mishandling of Passengers Property - Disarrayed Carry-on/Checked Baggage - Mishandling of Passengers Property Disarrayed Carry-on/Checked Baggage Interaction Type: COMPLAINT Response Email: From: Prior Vendor To: (b) (6) Subject: Re: Baggage inspection complaint <<#129713-194904#>>
Body: <html><HEAD><STYLE>p {margin-bottom: 0; margin-top: 0;}</STYLE></HEAD><body><FONT SIZE="2"> <DIV STYLE="font-family: Arial;color: #000000;"><FONT size=3><FONT size=3><FONT size=3><FONT size=3><FONT size=3><FONT size=3><FONT face="Tahoma, Verdana, Arial" size=2> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><SPAN style="FONT-FAMILY: Arial"><FONT size=3>Thank you for your electronic mail message. <FONT face="Arial, Helvetica, sans-serif">We are sorry you were unhappy with your recent travel experience and hope that the following information will be helpful. </FONT></FONT></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><SPAN style="FONT-FAMILY: Arial"><FONT size=3> <?xml:namespace prefix = o ns = "urn:schemas-microsoft-com:office:office" /><o:p></o:p></FONT></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><SPAN style="FONT-FAMILY: Arial"><FONT size=3>One of our key objectives has been to ensure that all passengers consistently receive professional and courteous checkpoint processing while maintaining our high level of security. Along with expanded training on the enhanced security procedures, each Federal airport screener receives training on professional and courteous conduct to make the process run smoothly and reduce the inconvenience to the public. <o:p></o:p></FONT></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><SPAN style="FONT-FAMILY: Arial"><FONT size=3> <o:p></o:p></FONT></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><SPAN style="FONT-FAMILY: Arial"><FONT size=3>Enhanced security measures require that all checked baggage undergo some form of screening for prohibited items. A variety of security measures are applied to the baggage and/or persons of passengers selected through the screening process, including random searches. Physical search of the luggage is required to clear every alarm. TSA screeners should exercise great care during the screening process to ensure that passengers' belongings are returned and not damaged when a bag needs to be opened. Unfortunately, on some occasions the screening process may fall short of our established standard. We apologize if these high standards were not met.<o:p></o:p></FONT></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><SPAN style="FONT-FAMILY: Arial"><FONT size=3> <o:p></o:p></FONT></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><SPAN style="FONT-FAMILY: Arial"><FONT size=3>We monitor the number and nature of complaints we receive to track trends and spot areas of concern that may require special attention. This ongoing process will enable us to ensure prompt, corrective action whenever we determine that security-screening policies need modification or specific employees or screener teams are the subjects of repeated complaints.<o:p></o:p></FONT></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><SPAN style="FONT-FAMILY: Arial"><FONT size=3> <o:p></o:p></FONT></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><SPAN style="FONT-FAMILY: Arial"><FONT size=3>We appreciate your taking the time to share your thoughts and concerns with us. We are confident that the training that we provide to the new Federal workforce will result in a courteous and professional staff of security screeners so that your unfortunate experience is not repeated.<o:p></o:p></FONT></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><SPAN style="FONT-FAMILY: Arial"><FONT size=3> <o:p></o:p></FONT></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><SPAN style="FONT-FAMILY: Arial"><FONT size=3> <o:p></o:p></FONT></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT size=3><?xml:namespace prefix = st1 ns = "urn:schemas-microsoftcom:office:smarttags" /><st1:place w:st="on"><st1:PlaceName w:st="on"><SPAN style="FONT-FAMILY: Arial">TSA</SPAN></st1:PlaceName><SPAN style="FONT-FAMILY: Arial"> <st1:PlaceName w:st="on">Contact</st1:PlaceName> <st1:PlaceType w:st="on">Center</st1:PlaceType></SPAN></st1:place><SPAN style="FONT-FAMILY: Arial"><o:p></o:p></SPAN></FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><SPAN style="FONT-FAMILY: Arial"><o:p><FONT size=3> </FONT></o:p></SPAN></P> <P></FONT></FONT></FONT></FONT> </P></FONT></FONT></FONT></DIV> <DIV STYLE="font-family: Arial;color: #000000;"></DIV> </FONT><BR><br><br><DIV>--- Original Message ---<BR>From: < (b) (6) ><BR>Received: 9/27/2007 11:25:47 AM Eastern Standard Time (GMT - 4:00 )<BR>To: "TSA Contact Center" <[email protected]><BR>Subject: Baggage inspection complaint<BR><BR> <META content="MS Exchange Server version 6.5.7652.24" name=Generator><!-- Converted from text/plain format --> <P><FONT size=2>To whom it may concern,<BR><BR>I departed on September 24, 2007 from Oklahoma City on AA1135. When I picked up my bag in Tucson, it was partially open with the cord of the cell phone charger hanging out. A magazine in the outer pocket was roughly folded to make it fit and jammed back into the pocket along with the baggage inspection notice. <BR><BR>I am a frequent business traveller and have not experienced this level of haste or carelessness before. I am bringing this to your attention because I thought you should know.<BR><BR>Sincerely,<BR><BR><BR (b) (6) <BR>(b) (6) <(b) (6) , (b) (6) FONT> </P></DIV><BR><BR>-----(b) (6) TCC Control Number: ------<BR><<#129713-194904#>></body></html> END RECORD
(b) (6)
CONTACT RECORD
EID: 50294509 Contact Type: Contact Date: 2008-04-12 11:54:28 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2008-04-12 11:56:08 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Items missing from checked bag@ OKC ( Play Station Portable ). Body: Agent Notes: Provided Lost and Found information to caller and walked caller thru claim process Provided Lost and Found information to caller and walked caller thru claim process. Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Opening Agent: Opened Date: 4/12/2008 11:54:28 AM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, Airline: Southwest AirlinesSouthwest Airlines, Subject Category: Claim Form Requests - Missing items from Checked Baggage - Claim Form Requests - Missing items from Checked Baggage Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 50295818 Contact Type: Contact Date: 2008-03-12 13:25:35 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2008-03-11 16:30:00 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Items missing from checked bag @ (OKC & radar equipment). Body: Agent Notes: Provided Lost and Found information to caller and advised caller how to download a claim form online. Provided Lost and Found information to caller and advised caller how to download a claim form online. Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Opening Agent: Opened Date: 3/12/2008 1:25:35 PM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, LAS Las Vegas, NV, USA - Mccarran International Airport, HOU,Houston, TX, USA - Houston Hobby Airport, Airline: Southwest AirlinesSouthwest Airlines, Subject Category: Claim Form Requests - Missing items from Checked Baggage - Claim Form Requests - Missing items from Checked Baggage Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 50299718 Contact Type: Contact Date: Medium: EMAIL Contact Status: CLOSED Incident Date: Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: (b) (6) Subject: ISSUE, problem with luggage check Body: I had a bad experience recently on a Southwest flight that I feel should be reported. On Flight 11 or 112 from OKC to Las Vegas to Santa Ana, CA, on September 26, my husband & I arrived in Santa Ana with our 2 suitcases. His had been opened and the sheet from TSA was inside the bag. The bag was left unzipped completely and arrived dumping out its contents down the shoot. My bag was also opened, and the luggage tag found inside the suitcase, on the bottom. My suitcase was 3/4 unzipped. No TSA sheet was inside. We observed 2 other travelers picking up pieces of their suitcase contents because their suitcases as well were not closed. It does not seem this should be an acceptable occurrence. I would very much like to see the people doing the searching spoken to hopefully to prevent this happening again. Traveling is hard enough these days, but this was the icing on the cake. Thank you for any help you can provide to re-train your people. Sincerely,
(b) (6)
Agent Notes: General Complaint & Falling Short of Standard General Complaint & Falling Short of Standard, Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Opening Agent: Opened Date: 10/3/2007 9:32:09 AM Linked Event IDs: Responses: Response Airport: OKCOKC Airline: Subject Category: Mishandling of Passengers Property - Disarrayed Carry-on/Checked Baggage - Mishandling of Passengers Property Disarrayed Carry-on/Checked Baggage Interaction Type: COMPLAINT Response Email: From: Prior Vendor To: (b) (6) Subject: Re: problem with luggage check <<#131058-196480#>> Body: <html><HEAD><STYLE>p {margin-bottom: 0; margin-top: 0;}</STYLE></HEAD><body><FONT SIZE="2">
<DIV STYLE="font-family: Arial;color: #000000;"><FONT size=3><FONT size=3><FONT size=3><FONT size=3><FONT size=3><FONT size=3><FONT face="Tahoma, Verdana, Arial" size=2> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><SPAN style="FONT-FAMILY: Arial"><FONT size=3>Thank you for your electronic mail message. <FONT face="Arial, Helvetica, sans-serif">We are sorry you were unhappy with your recent travel experience and hope that the following information will be helpful. </FONT></FONT></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><SPAN style="FONT-FAMILY: Arial"><FONT size=3> <?xml:namespace prefix = o ns = "urn:schemas-microsoft-com:office:office" /><o:p></o:p></FONT></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><SPAN style="FONT-FAMILY: Arial"><FONT size=3>One of our key objectives has been to ensure that all passengers consistently receive professional and courteous checkpoint processing while maintaining our high level of security. Along with expanded training on the enhanced security procedures, each Federal airport screener receives training on professional and courteous conduct to make the process run smoothly and reduce the inconvenience to the public. <o:p></o:p></FONT></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><SPAN style="FONT-FAMILY: Arial"><FONT size=3> <o:p></o:p></FONT></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><SPAN style="FONT-FAMILY: Arial"><FONT size=3>Enhanced security measures require that all checked baggage undergo some form of screening for prohibited items. A variety of security measures are applied to the baggage and/or persons of passengers selected through the screening process, including random searches. Physical search of the luggage is required to clear every alarm. TSA screeners should exercise great care during the screening process to ensure that passengers' belongings are returned and not damaged when a bag needs to be opened. Unfortunately, on some occasions the screening process may fall short of our established standard. We apologize if these high standards were not met.<o:p></o:p></FONT></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><SPAN style="FONT-FAMILY: Arial"><FONT size=3> <o:p></o:p></FONT></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><SPAN style="FONT-FAMILY: Arial"><FONT size=3>We monitor the number and nature of complaints we receive to track trends and spot areas of concern that may require special attention. This ongoing process will enable us to ensure prompt, corrective action whenever we determine that security-screening policies need modification or specific employees or screener teams are the subjects of repeated complaints.<o:p></o:p></FONT></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><SPAN style="FONT-FAMILY: Arial"><FONT size=3> <o:p></o:p></FONT></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><SPAN style="FONT-FAMILY: Arial"><FONT size=3>We appreciate your taking the time to share your thoughts and concerns with us. We are confident that the training that we provide to the new Federal workforce will result in a courteous and professional staff of security screeners so that your unfortunate experience is not repeated.<o:p></o:p></FONT></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><SPAN style="FONT-FAMILY: Arial"><FONT size=3> <o:p></o:p></FONT></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><SPAN style="FONT-FAMILY: Arial"><FONT size=3> <o:p></o:p></FONT></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT size=3><?xml:namespace prefix = st1 ns = "urn:schemas-microsoftcom:office:smarttags" /><st1:place w:st="on"><st1:PlaceName w:st="on"><SPAN style="FONT-FAMILY: Arial">TSA</SPAN></st1:PlaceName><SPAN style="FONT-FAMILY: Arial"> <st1:PlaceName w:st="on">Contact</st1:PlaceName> <st1:PlaceType w:st="on">Center</st1:PlaceType></SPAN></st1:place><SPAN style="FONT-FAMILY: Arial"><o:p></o:p></SPAN></FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><SPAN style="FONT-FAMILY: Arial"><o:p><FONT size=3> </FONT></o:p></SPAN></P> <P></FONT></FONT></FONT></FONT> </P></FONT></FONT></FONT></DIV> <DIV STYLE="font-family: Arial;color: #000000;"></DIV> </FONT><BR><br><br><DIV>--- Original Message ---<BR>From: (b) (6) ><BR>Received: 10/3/2007 9:32:09 AM Eastern Standard Time (GMT - 4:00 )<BR>To: "TSA Contact Center" <[email protected]><BR>Subject: problem with luggage check<BR><BR> <META content="MSHTML 6.00.6000.16525" name=GENERATOR> <STYLE></STYLE> <LABEL id=HbSession SessionId="1195765393"></LABEL> <DIV>I had a bad experience recently on a Southwest flight that I feel should be reported. On Flight 11 or 112 from OKC to Las Vegas to Santa Ana, CA, on September 26, my husband & I arrived in Santa Ana with our 2 suitcases.</DIV> <DIV>His had been opened and the sheet from TSA was inside the bag. The bag was left unzipped completely and arrived dumping out its contents down the shoot.</DIV> <DIV>My bag was also opened, and the luggage tag found inside the suitcase, on the bottom. My suitcase was 3/4 unzipped. No TSA sheet was inside.</DIV> <DIV>We observed 2 other travelers picking up pieces of their suitcase contents because their suitcases as well were not closed. </DIV> <DIV>It does not seem this should be an acceptable occurrence. I would very much like to see the people doing the searching spoken to - hopefully to prevent this happening again. Traveling is hard enough these days, but this was the icing on the cake.</DIV> <DIV>Thank you for any help you can provide to re-train your people. </DIV>
<DIV>Sincerely,</DIV> <DIV <DIV <DIV /DIV> <P></P></DIV><BR><BR>------ TCC Control Number: ------<BR><<#131058-196480#>></body></html> END RECORD
(b) (6)
CONTACT RECORD
EID: 50302502 Contact Type: Contact Date: Medium: EMAIL Contact Status: CLOSED Incident Date: Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Body: I passed through your airport screening process at the Oklahoma City Airport on 8/20/2007 at approximately 3 pm. I was embarrassed by the conduct of your personnel. I have a medical condition and travel with a CPAP machine. That machine is prescribed by my doctor. The fact that I use a medical device is not to be made public, but your personnel did. When my machine passed through the scanner the person running the scanned hollered out "CPAP", then removed it from the belt and place it on the floor. He then yelled CPAP again and another TSA employee named (b) (6) walked over. Then (b) (6) looked down at my machine and placed his hand over his mouth in the form of a cup and proceeded to breathe deeply. He made fun of my medical condition. It was embarrassing. My CPAP machine was then given to another TSA employee that passed the patch over it. Then they left the machine on the stainless steel table and reran the black bag the CPAP was in through the scanner. The bag had already been through the scanner. After the return of the bag, I put the CPAP away. I then ask to speak to the supervisor and related this story.
(b) (6)
Your TSI web site indicates: "If it is necessary to open your checked or carry-on baggage TSA will make every effort to do so discretely." Your personnel did not do my screening discretely and one employee even made fun of my medical condition. Traveling today is hard enough without being embarrassed and made fun of. I am writing this complaint as a follow up to my discussions with the supervisor. I trust my concerns will be addressed with your employees. Perhaps you should require (b) (6) to go through some form of dissability sensitivity training.
If you have any questions about this incident please email me at (b)
(6)
Yours truly,
(b) (6)
Agent Notes: Consumer Complaint BCC CSM-No Airport Provided Consumer Complaint BCC CSM-No Airport Provided, bcc
(b) (6)
Follow Up: To TSOC Date: From TSOC Date: Last Updated By: Last Update Date: Opening Agent: Opened Date: 8/27/2007 2:41:58 PM Linked Event IDs:
(b) (6)
Responses: Response Airport: OKCOKC,Oklahoma City, OK, USA - Will Rogers World Airport, Airline: Subject Category: Discourteous- Rude Employee - Discourteous- Rude Employee Interaction Type: COMPLAINT Response Email: From: Prior Vendor To:(b) (6) Subject: Re: Concern <<#122058-185592#>> Body: <html><HEAD><STYLE>p {margin-bottom: 0; margin-top: 0;}</STYLE></HEAD><body><FONT SIZE="2"> <DIV STYLE="font-family: Arial;color: #000000;"><FONT size=3><FONT size=3><FONT size=3><FONT size=3><FONT size=3><FONT size=3> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif">Thank you for your email message. We are sorry you were unhappy with your recent travel experience.</FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif"> <?xml:namespace prefix = o ns = "urn:schemas-microsoft-com:office:office" /><o:p></o:p></FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif">Because your complaint is regarding screening at<SPAN style="mso-spacerun: yes"> OKC</SPAN>, we have forwarded a copy of your email to the Customer Service Manager at that airport. The Customer Service Manager is responsible for ensuring that the screener workforce adheres to TSA principles for professional processing.</FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif"> <o:p></o:p></FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif">We monitor the number and nature of complaints we receive to track trends and spot areas of concern that may require special attention. This ongoing process will enable us to ensure prompt, corrective action whenever we determine that security-screening policies need modification or specific employees or screener teams are the subjects of repeated complaints.</FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif"> <o:p></o:p></FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif">Again, the TSA offers sincere apologies for the discomfort you experienced while traveling and</FONT><SPAN style="FONT-SIZE: 12pt; FONT-FAMILY: Arial; mso-fareast-fontfamily: 'Times New Roman'; mso-ansi-language: EN-US; mso-fareast-language: EN-US; mso-bidi-language: AR-SA"> encourage you to check the latest information at <A href="http://www.tsa.gov/">www.tsa.gov</A>.</SPAN><FONT face=Arial></FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif"> <o:p></o:p></FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif">TSA Contact Center</FONT></P><FONT face="Tahoma, Verdana, Arial" size=2></FONT></FONT></FONT></FONT></FONT></FONT></FONT></DIV> <DIV STYLE="font-family: Arial;color: #000000;"></DIV> </FONT><BR><br><br><DIV>--- Original Message ---<BR>From: (b) (6) BR>Received: 8/27/2007 2: Time (GMT - 4:00 )<BR>To: "TSA Contact Center" <[email protected]><BR>Cc: & BR>Subject: Concern<BR><BR> <META content="MSHTML 6.00.6000.16525" name=GENERATOR> <STYLE></STYLE>
(b) (6)
<DIV><FONT face=Arial size=2> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Times New Roman" size=3>I passed through your airport screening process at the Oklahoma City Airport on 8/20/2007 at approximately 3 pm.<SPAN style="mso-spacerun: yes"> </SPAN>I was embarrassed by the conduct of your personnel.<SPAN style="mso-spacerun: yes"> </SPAN>I have a medical condition and travel with a CPAP machine.<SPAN style="mso-spacerun: yes"> </SPAN>That machine is prescribed by my doctor.<SPAN style="msospacerun: yes"> </SPAN>The fact that I use a medical device is not to be made public, but your personnel did.<SPAN style="msospacerun: yes"> </SPAN>When my machine passed through the scanner the person running the scanned hollered out GÇ£CPAPGÇ¥, then removed it from the belt and place it on the floor.<SPAN style="mso-spacerun: yes"> </SPAN>He then yelled CPAP again and another TSA employee named (b) (6)walked over.<SPAN style="mso-spacerun: yes"> </SPAN>Then (b) (6) looked down at my machine and placed his hand over his mouth in the form of a cup and proceeded to breathe deeply.<SPAN style="mso-spacerun: yes"> </SPAN>He made fun of my medical condition.<SPAN style="mso-spacerun: yes"> </SPAN>It was embarrassing.<SPAN style="mso-spacerun: yes"> </SPAN>My CPAP machine was then given to another TSA employee that passed the patch over it.<SPAN style="mso-spacerun: yes"> </SPAN>Then they left the machine on the stainless steel table and reran the black bag the CPAP was in through the scanner.<SPAN style="mso-spacerun: yes"> </SPAN>The bag had already been through the scanner.<SPAN style="mso-spacerun: yes"> </SPAN>After the return of the bag, I put the CPAP away.<SPAN style="mso-spacerun: yes"> </SPAN>I then ask to speak to the supervisor and related this story.</FONT></P> <P><FONT face="Times New Roman" size=3>Your TSI web site indicates: GÇ£If it is necessary to open your checked or carry-on baggage TSA will make every effort to do so discretely.GÇ¥<SPAN style="mso-spacerun: yes"> </SPAN>Your personnel did not
do my screening discretely and one employee even made fun of my medical condition.</FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Times New Roman" size=3>Traveling today is hard enough without being embarrassed and made fun of.<SPAN style="mso-spacerun: yes"> </SPAN>I am writing this complaint as a follow up to my discussions with the supervisor.<SPAN style="mso-spacerun: yes"> </SPAN>I trust my concerns will be addressed with your employees. Perhaps you should require (b) (6) to go through some form of dissability sensitivity training.</FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Times New Roman" size=3></FONT> </P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Times New Roman" size=3>If you have any questions about this incident please email me at <A href="mailto (b) (6) > (b) (6) </A>.</FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT size=3><FONT face="Times New Roman"> <?xml:namespace prefix = o ns = "urn:schemas-microsoft-com:office:office" /><o:p></o:p></FONT></FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Times New Roman" size=3>Yours truly,</FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Times New Roman" size=3></FONT> </P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Times New Roman" size=3>(b) (6) FONT></P></FONT></DIV></DIV><BR><BR>------ TCC Control Number: ------<BR><<#122058-185592#>></body></html> END RECORD
CONTACT RECORD
EID: 50302773 Contact Type: Contact Date: Medium: EMAIL Contact Status: CLOSED Incident Date: Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: (b) (6) Subject: ISSUE, Lost Itmes and other observations Body: Transportation Security Administration, Do not know what happened but my suitcase was inspected according to the "Notice of Baggage Inspection" found in the bag at home. The bag came back with a broken metal support as if smashed in two and the bag obviously has to be replaced before further travel. My flight was American Airlines 661 from Oklahoma City to Dallas / Ft Worth, yesterday September 18, 2007. Missing from the bag was a spare battery for my cell phone and a leather note book with my trip descriptions over the past year. You could say I am a frequent flyer since I travel every month and have been on the road with this bag over 150 days this year. I have observed TSA personnel trying to lift baggage up on the metal tables to examine the contents and know that the bags take a beating. I know that the airline baggage handlers are not doctor gentle all the time either. But yesterday there was only two passengers in the baggage claim area from flight 661 at DFW. Myself and a female advertising person. So there was not the heavy assortment of bags, packages and what'all from flight 661 that might be seen on other flights. Observations and logic tells me where and when my bag was damaged. I do not expect bags to protect themselves just their contents. But I know my bag was not damaged when I packed it yesterday to return to Texas. I would like you to find my battery and notebook and return them to me.. I woud appreciate consideration for my bag. Thank You,
(b) (6)
TEL: (b) (6) e-mail: (b) (6) Agent Notes: Claim Request Claim Request, Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Opening Agent: Opened Date: 9/20/2007 9:37:29 AM Linked Event IDs: Responses: Response Airport: OKCOKC Airline: Subject Category: Claim Form Requests-Checked Bag - Claim Form Requests-Checked Bag
Interaction Type: COMPLAINT Response Email: From: Prior Vendor To:
(b) (6)
Subject: Re: Lost Itmes and other observations <<#128456-193467#>> Body: <html><HEAD><STYLE>p {margin-bottom: 0; margin-top: 0;}</STYLE></HEAD><body><FONT SIZE="2"> <DIV STYLE="font-family: Arial;color: #000000;"><FONT size=3><FONT size=3><FONT size=3><FONT size=3><FONT size=3> <P class=MsoNormal style="MARGIN: 0in 0in 0pt; mso-layout-grid-align: none"><SPAN style="FONT-SIZE: 11pt; mso-bidi-font-size: 10.0pt"><FONT face="Arial, Helvetica, sans-serif" size=3>Thank you for your e-mail message.<SPAN style="mso-spacerun: yes"> </SPAN></FONT></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt; mso-layout-grid-align: none"><SPAN style="FONT-SIZE: 11pt; FONT-FAMILY: Fixedsys; mso-bidi-font-size: 9.0pt; mso-bidi-font-family: Fixedsys"><FONT face="Arial, Helvetica, sans-serif"><FONT size=3> </FONT></FONT></SPAN><SPAN style="FONT-SIZE: 11pt; FONT-FAMILY: Fixedsys; mso-bidi-font-size: 9.0pt; mso-bidifont-family: Fixedsys"><FONT face="Arial, Helvetica, sans-serif"><FONT size=3> <?xml:namespace prefix = o ns = "urn:schemasmicrosoft-com:office:office" /><o:p></o:p></FONT></FONT></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt; mso-layout-grid-align: none"><SPAN style="FONT-SIZE: 11pt; FONT-FAMILY: Fixedsys; mso-bidi-font-size: 9.0pt; mso-bidi-font-family: Fixedsys"><FONT face="Arial, Helvetica, sans-serif"><FONT size=3>The Transportation Security Administration (TSA) is responsible for reviewing all claims relating to the screening of passengers and their baggage.<SPAN style="mso-spacerun: yes"> </SPAN>In order to protect your rights under federal law and to file a valid claim, you must send your claim in writing to TSA, stating the circumstances of the loss and the exact amount you are claiming (fair market value of lost or destroyed property, reasonable cost of repair for damaged property), within two years after your claim accrued.<SPAN style="mso-spacerun: yes"> </SPAN>The claim must be signed by you or your authorized representative (e.g., an attorney or other personal representative with appropriate proof of authority).<SPAN style="mso-spacerun: yes"> </SPAN><o:p></o:p></FONT></FONT></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt; mso-layout-grid-align: none"><SPAN style="FONT-SIZE: 11pt; FONT-FAMILY: Fixedsys; mso-bidi-font-size: 9.0pt; mso-bidi-font-family: Fixedsys"><FONT face="Arial, Helvetica, sans-serif"><FONT size=3> <o:p></o:p></FONT></FONT></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt; mso-layout-grid-align: none"><SPAN style="FONT-SIZE: 11pt; FONT-FAMILY: Fixedsys; mso-bidi-font-size: 9.0pt; mso-bidi-font-family: Fixedsys"><FONT face="Arial, Helvetica, sans-serif"><FONT size=3>You can satisfy the notice requirement by filling out the attached Standard Form 95 (claim form) in accordance with the instructions, and returning it to the address in box #1.<SPAN style="mso-spacerun: yes"> </SPAN>Please be sure to follow the instructions carefully, and to fill out the claim form completely.<SPAN style="mso-spacerun: yes"> </SPAN>While use of the form is not mandatory, it will help you ensure that you meet the legal requirements for filing a claim.<SPAN style="mso-spacerun: yes"> </SPAN><o:p></o:p></FONT></FONT></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt; mso-layout-grid-align: none"><SPAN style="FONT-SIZE: 11pt; FONT-FAMILY: Fixedsys; mso-bidi-font-size: 9.0pt; mso-bidi-font-family: Fixedsys"><FONT face="Arial, Helvetica, sans-serif"><FONT size=3> <o:p></o:p></FONT></FONT></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt; mso-layout-grid-align: none"><SPAN style="FONT-SIZE: 11pt; FONT-FAMILY: Fixedsys; mso-bidi-font-size: 9.0pt; mso-bidi-font-family: Fixedsys"><FONT face="Arial, Helvetica, sans-serif"><FONT size=3>Once the Claims Management Office has received your claim form, you will be sent a letter of acknowledgement and a claim number.<SPAN style="mso-spacerun: yes"> </SPAN>You should keep the claim number for future reference when inquiring about your claim.<SPAN style="mso-spacerun: yes"> </SPAN>TSA will try to resolve your claim as quickly as possible, but it may need time to make a further investigation of the facts.<SPAN style="mso-spacerun: yes"> </SPAN>If TSA denies your claim, or has not finally resolved it within six months after you have filed it, you may have a right to bring your claim to court.<SPAN style="msospacerun: yes"> </SPAN><o:p></o:p></FONT></FONT></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt; mso-layout-grid-align: none"><SPAN style="FONT-SIZE: 11pt; FONT-FAMILY: Fixedsys; mso-bidi-font-size: 9.0pt; mso-bidi-font-family: Fixedsys"><FONT face="Arial, Helvetica, sans-serif"><FONT size=3> <o:p></o:p></FONT></FONT></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt; mso-layout-grid-align: none"><SPAN style="FONT-SIZE: 11pt; FONT-FAMILY: Fixedsys; mso-bidi-font-size: 9.0pt; mso-bidi-font-family: Fixedsys"><FONT face="Arial, Helvetica, sans-serif"><FONT size=3>Please visit TSAGÇÖs Claims Management OfficeGÇÖs website at </FONT><A title=blocked::https://claims.tsa.dhs.gov/ href="https://claims.tsa.dhs.gov/"><FONT size=3>https://claims.tsa.dhs.gov</FONT></A></FONT><FONT face="Arial, Helvetica, sansserif"><FONT size=3> for information related to filing a claim, checking the status of a claim and other claim related issues.<o:p></o:p></FONT></FONT></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt; mso-layout-grid-align: none"><SPAN style="FONT-SIZE: 11pt; FONT-FAMILY: Fixedsys; mso-bidi-font-size: 9.0pt; mso-bidi-font-family: Fixedsys"><FONT face="Arial, Helvetica, sans-serif"><FONT size=3> <o:p></o:p></FONT></FONT></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt; mso-layout-grid-align: none"><SPAN style="FONT-SIZE: 11pt; FONT-FAMILY: Fixedsys; mso-bidi-font-size: 9.0pt; mso-bidi-font-family: Fixedsys"><FONT face="Arial, Helvetica, sans-serif" size=3>We hope that this provides you with all of the information you need. If you have additional questions related to the claims process, please contact the Claims Management Office at </FONT><A href="mailto:[email protected]"><SPAN style="COLOR: windowtext"><FONT face="Arial, Helvetica, sans-serif" size=3>[email protected]</FONT></SPAN></A><FONT face="Arial, Helvetica, sans-serif"
size=3>. </FONT></SPAN><SPAN style="FONT-SIZE: 11pt; mso-bidi-font-size: 12.0pt"><FONT face="Arial, Helvetica, sansserif"><FONT size=3>Please visit our website at <A href="http://www.tsa.gov/">www.tsa.gov</A> for additional information about TSA.<SPAN style="mso-spacerun: yes"> </SPAN>We continue to add new information and encourage you to check the website frequently for updated information.<o:p></o:p></FONT></FONT></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt; mso-layout-grid-align: none"><SPAN style="FONT-SIZE: 11pt; FONT-FAMILY: Fixedsys; mso-bidi-font-size: 9.0pt; mso-bidi-font-family: Fixedsys"><FONT face="Arial, Helvetica, sans-serif"><FONT size=3> <o:p></o:p></FONT></FONT></SPAN></P><SPAN style="FONT-SIZE: 11pt; FONT-FAMILY: Fixedsys; mso-bidi-font-size: 9.0pt; mso-fareast-font-family: 'Times New Roman'; mso-ansi-language: EN-US; mso-fareast-language: EN-US; mso-bidi-language: ARSA; mso-bidi-font-family: Fixedsys"><FONT face="Arial, Helvetica, sans-serif" size=3>TSA Contact Center</FONT></SPAN></FONT></FONT></FONT></FONT></FONT></DIV> <DIV STYLE="font-family: Arial;color: #000000;"></DIV> </FONT><BR><br><br><DIV>--- Original Message ---<BR>From: <BR>Received: 9/20/2007 9:37:29 AM Eastern Standard Time (GMT - 4:00 )<BR>To: "TSA Contact Center" <[email protected]><BR>Subject: Lost Itmes and other observations<BR><BR> <DIV>Transportation Security Administration,</DIV> <DIV> </DIV> <DIV>Do not know what happened but my suitcase was inspected according to the "Notice of Baggage Inspection" found in the bag at home. The bag came back with a broken metal support as if smashed in two and the bag obviously has to be replaced before further travel.</DIV> <DIV> </DIV> <DIV>My flight was American Airlines 661 from Oklahoma City to Dallas / Ft Worth, yesterday September 18, 2007. Missing from the bag was a spare battery for my cell phone and a leather note book with my trip descriptions over the past year. You could say I am a frequent flyer since I travel every month and have been on the road with this bag over 150 days this year.</DIV> <DIV> </DIV> <DIV>I have observed TSA personnel trying to lift baggage up on the metal tables to examine the contents and know that the bags take a beating. I know that the airline baggage handlers are not doctor gentle all the time either. But yesterday there was only two passengers in the baggage claim area from flight 661 at DFW. Myself and a female advertising person. So there was not the heavy assortment of bags, packages and what'all from flight 661 that might be seen on other flights. Observations and logic tells me where and when my bag was damaged. I do not expect bags to protect themselves just their contents. But I know my bag was not damaged when I packed it yesterday to return to Texas.</DIV> <DIV> </DIV> <DIV>I would like you to find my battery and notebook and return them to me.. I woud appreciate consideration for my bag.</DIV> <DIV> </DIV> <DIV>Thank You,</DIV> <DIV> </DIV> <DIV V> <DIV DIV> <DIV (b) (6) /DIV> <DIV DIV> <DIV>e-mail: <A href="mailto (b) (6) > </A></DIV></DIV><BR><BR>------ TCC Control Number: -----<BR><<#128456-193467#>></body></html> END RECORD
(b) (6)
(b) (6)
(b) (6)
CONTACT RECORD
EID: 50304004 Contact Type: Contact Date: Medium: EMAIL Contact Status: CLOSED Incident Date: Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: (b) (6) Subject: ISSUE, Customer Service Feedback Body: THIS GENERATED EMAIL HAS BEEN SENT FROM TSA INTERNET CONTACT US-CUSTOMER SERVICE
(b) (6)
Remote Client IP:(b) (6) System Time: 9/15/2007 9:53:24 PM __________________________________________ User Name:
(b) (6)
User Email:
(b) (6)
__________________________________________ To: [email protected] Category: Complaints Sub Category: Customer Service Message: Please advise of how to resolve a repeated problem. Whenever TSA inspects my checked luggage the TSA approved lock is discarded and the bright colored identifying security strap I use is also discarded. I fully support inspection of any baggage deemed necessary. I do not support the discarding of personal property after the inspection. My latest flight conducted on September 15 from Oklahoma City to Orlando with a plane change in DGW is another example. American Flight 1498 connecting with American Flight 1632. Today now makes a total of three incidents of discarded personal property. Thank you for any attention you may give this matter.
(b) (6)
__________________________________________
Date and Time of message: 9/15/2007 9:53:24 PM Agent Notes: Approved Locks w/ Claim Request Response Approved Locks w/ Claim Request Response, Follow Up: To TSOC Date: From TSOC Date: Last Updated By: Last Update Date: Opening Agent: Opened Date: 9/17/2007 8:37:21 AM Linked Event IDs:
(b) (6)
Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, Airline: Subject Category: TSA Approved Locks - Missing or Damaged - TSA Approved Locks - Missing or Damaged Interaction Type: COMPLAINT Response Email: From: Prior Vendor To: (b) (6) Subject: Re: Customer Service Feedback <<#127380-191980#>> Body: <html><HEAD><STYLE>p {margin-bottom: 0; margin-top: 0;}</STYLE></HEAD><body><FONT SIZE="2"> <DIV STYLE="font-family: Arial;color: #000000;"><FONT size=3><FONT size=3><FONT size=3> <P><FONT face="Arial, Helvetica, sans-serif">Thank you for your e-mail message concerning the destruction of your TSA Approved Lock. </FONT></P> <P><FONT face=Arial></FONT><FONT face="Arial, Helvetica, sans-serif"></FONT> </P> <P><FONT face="Arial, Helvetica, sans-serif">These locks were developed through cooperation between luggage, lock and travel accessory manufacturers and the TSA. </FONT><FONT face="Arial, Helvetica, sans-serif">Under this system, TSA screeners are able to unlock and then relock luggage without damage through the use of passkey sets that are available to TSA screeners. These locks are accepted and recognized by the TSA for use at all airports where TSA screening is performed. </FONT></P> <P><FONT face="Arial, Helvetica, sans-serif"></FONT> </P> <P><FONT face="Arial, Helvetica, sans-serif">However, TSA does not approve or endorse this particular product and we expect additional vendors to provide different versions of these "Dual Custody" padlocks to the retail market. While we cannot guarantee that the TSA accepted locks will not be broken during security screening, we do request that you report such incidents to the TSA Contact Center (TCC) so that we can take appropriate action. </FONT></P> <P><FONT face="Arial, Helvetica, sans-serif"></FONT> </P> <P><FONT face="Arial, Helvetica, sans-serif">Additional information on these products can be found on the Travel Sentry web site at <U><FONT color=#0000ff>www.travelsentry.org</U></FONT></FONT><FONT face="Arial, Helvetica, sans-serif"> and on the Safe Skies web site at <U><FONT color=#0000ff>www.safeskieslocks.com</U></FONT></FONT><FONT face="Arial, Helvetica, sansserif">.</FONT></P> <P><FONT face="Arial, Helvetica, sans-serif">We have attached a copy of our claims form so that you may seek compensation for the replacement of your lock. While use of the form is not mandatory, it will help you ensure that you meet the legal requirements for filing a claim. </FONT></P> <P><FONT face="Arial, Helvetica, sans-serif"></FONT> </P> <P><FONT face="Arial, Helvetica, sans-serif">In order to protect your rights under federal law and to file a valid claim, you must send your claim in writing to TSA, stating the circumstances of the loss and the exact amount you are claiming (fair market value of lost or destroyed property, reasonable cost of repair for damaged property), within two years after your claim accrued. The claim must be signed by you or your authorized representative (e.g., an attorney or other personal representative with appropriate proof of authority). </FONT></P> <P><FONT face="Arial, Helvetica, sans-serif"></FONT> </P> <P><FONT face="Arial, Helvetica, sans-serif">You can satisfy the notice requirement by filling out the attached Standard Form 95 (claim form) in accordance with the instructions, and returning it to the address in box #1. Please be sure to follow the instructions carefully, and to fill out the claim form completely. </FONT></P> <P><FONT face=Arial></FONT> </P> <P><FONT face="Arial, Helvetica, sans-serif">Once the Claims Management Office has received your claim form, you will be sent a letter of acknowledgement and a claim number. You should keep the claim number for future reference when inquiring about your claim. TSA will try to resolve your claim as quickly as possible, but it may need time to make a further investigation of the facts. If TSA denies your claim, or has not finally resolved it within six months after you have filed it, you may have a right to bring your claim to court. </FONT></P> <P><FONT face="Arial, Helvetica, sans-serif"></FONT> </P> <P><FONT face="Arial, Helvetica, sans-serif">Please visit TSAGÇÖs Claims Management OfficeGÇÖs website at <A title=blocked::https://claims.tsa.dhs.gov/ href="https://claims.tsa.dhs.gov/">https://claims.tsa.dhs.gov</A> for information related
to filing a claim, checking the status of a claim and other claim related issues.</FONT></P> <P><FONT face=Arial></FONT> </P> <P><FONT face=Arial></FONT> </P> <P><FONT face="Arial, Helvetica, sans-serif">TSA Contact Center</FONT></P> <P><FONT face="Arial, Helvetica, sans-serif"></FONT> </P> <P><FONT face="Arial, Helvetica, sans-serif"></FONT> </P></FONT></FONT></FONT></DIV> <DIV STYLE="font-family: Arial;color: #000000;"></DIV> </FONT><BR><br><br><DIV>--- Original Message ---<BR>From: <(b) (6) ><BR>Received: 9/17/2007 8:37:20 AM Eastern Standard Time (GMT - 4:00 )<BR>To: "TSA Contact Center" <[email protected]><BR>Subject: Customer Service Feedback<BR><BR> <META content="MS Exchange Server version 6.5.7638.1" name=Generator><!-- Converted from text/plain format --> <P><FONT size=2>THIS GENERATED EMAIL HAS BEEN SENT FROM TSA INTERNET CONTACT US-CUSTOMER SERVICE</FONT> </P> <P><FONT size=2>Remote Client IP:(b) (6) </FONT> <BR><FONT size=2>System Time: 9/15/2007 9:53:24 PM</FONT> <BR><FONT size=2>__________________________________________</FONT> </P> <P><FONT size=2>User Name: </FONT><BR><FONT size=2 (b) (6) /FONT> </P> <P><FONT size=2>User Email: </FONT><BR><FONT size=2>(b) (6) </FONT> <BR><FONT size=2>__________________________________________</FONT> </P> <P><FONT size=2>To:</FONT> <BR><FONT size=2>[email protected]</FONT> </P> <P><FONT size=2>Category: </FONT><BR><FONT size=2>Complaints</FONT> </P> <P><FONT size=2>Sub Category: </FONT><BR><FONT size=2>Customer Service</FONT> </P> <P><FONT size=2>Message: </FONT><BR><FONT size=2>Please advise of how to resolve a repeated problem. Whenever TSA inspects my checked luggage the TSA approved lock is discarded and the bright colored identifying security strap I use is also discarded. I fully support inspection of any baggage deemed necessary. I do not support the discarding of personal property after the inspection. My latest flight conducted on September 15 from Oklahoma City to Orlando with a plane change in DGW is another example. American Flight 1498 connecting with American Flight 1632.</FONT></P> <P><FONT size=2>Today now makes a total of three incidents of discarded personal property.</FONT> </P> <P><FONT size=2>Thank you for any attention you may give this matter.</FONT> </P><BR> <P><FONT size=2 (b) (6) </FONT> <BR><FONT size=2>(b) (6) </FONT> <BR><FONT size=2>(b) (6) (b) (6) </FONT> <BR><FONT size=2>(321) 431-2329</FONT> </P><BR> <P><FONT size=2>__________________________________________</FONT> <BR><FONT size=2>Date and Time of message: 9/15/2007 9:53:24 PM</FONT> </P></DIV><BR><BR>------ TCC Control Number: ------<BR><<#127380-191980#>></body></html> END RECORD
CONTACT RECORD
EID: 50308375 Contact Type: Contact Date: 2007-08-30 02:17:36 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2007-08-30 02:17:36 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Caller flew with American airlines and has a NOI in luggage - husband works for airport police. Eyeglasses are not located in luggage and needs to locate. Body: Agent Notes: Provided Lost and Found information to caller and advised to complete a claim form. Provided Lost and Found information to caller and advised to complete a claim form. Provided Lost and Found information to caller and SF-95 form mailed on (Date), Follow Up: To TSOC Date: From TSOC Date: Last Updated By: Last Update Date: Opening Agent: Opened Date: 8/30/2007 2:17:36 AM Linked Event IDs:
(b) (6)
Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, Airline: American Airlines -¬American Airlines -¬, Subject Category: Claim Form Requests - Missing items from Checked Baggage - Claim Form Requests - Missing items from Checked Baggage Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 50313352 Contact Type: Contact Date: 2007-10-09 13:10:04 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2007-10-09 13:10:56 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Items damaged in checked bag @ (OKC & 3D camera). NOI was in bag. Body: Agent Notes: Provided caller with information on the claims process. Provided caller with information on the claims process. Caller also stated that his power plug was missing from bag. Offered claim form to caller. Caller also asked about how he can prevent this from happening in the future. Advised caller to request to be present during inspection. Follow Up: To TSOC Date: From TSOC Date: Last Updated By: Last Update Date: Opening Agent: Opened Date: 10/9/2007 1:10:04 PM Linked Event IDs:
(b) (6)
Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, Airline: Subject Category: Claim Form Requests-Checked Bag - Claim Form Requests-Checked Bag Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 50315514 Contact Type: Contact Date: 2007-10-25 13:43:37 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2007-10-24 15:15:00 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Caller asked if they can lock their checked luggage when traveling and if so where can these locks be purchased, will the screeners be able to unlock and relock the luggage also what is the policy for traveling thru foreign airports with the TSA approved , Body: Agent Notes: Advised caller to use Travel Sentry or Safe Skies locks which are TSA approved to avoid having lock cut during screening. Also informed the caller that the screeners at foreign airports do not have access to unlock and lock the TSA approved locks as a TSA screener would be able too. Informed caller if they needed more information regarding the locks and how to obtain them they can go to the travel sentry website Advised caller to use Travel Sentry or Safe Skies locks which are TSA approved to avoid having lock cut during screening. Also informed the caller that the screeners at foreign airports do not have access to unlock and lock the TSA approved locks as a TSA screener would be able too. Informed caller if they needed more information regarding the locks and how to obtain them they can go to the travel sentry website, Customer disappointed that TSA did not re lock her package Flight Number 3794 Follow Up: To TSOC Date: From TSOC Date: Last Updated By: Last Update Date: Opening Agent: Opened Date: 10/25/2007 1:43:37 PM Linked Event IDs:
(b) (6)
Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, Airline: Delta AirDelta Air, Subject Category: TSA Approved Locks- General - TSA Approved Locks- General Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 50319059 Contact Type: Contact Date: Medium: EMAIL Contact Status: CLOSED Incident Date: Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: (b) (6) Subject: ISSUE, Lost Body: On June 30th, I flew from OKC to PDX and my suitcase was searched during this search. I had a pink strap attached to the outside so that I could recognize it at the baggage claim. Who ever did the inspection did not put the pink strap back on my suitcase.
What location would of handled the inspection and how do I get a hold of someone there so that I can get my strap returned?
You can reach me at
(b) (6)
Thanks!
(b) (6)
Agent Notes: Retrieve Items Retrieve Items, Follow Up: To TSOC Date: From TSOC Date: Last Updated By: Last Update Date: Opening Agent: Opened Date: 7/9/2008 10:53:54 AM Linked Event IDs:
(b) (6)
Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers Airline: Subject Category: Lost and Found- TSA - Lost and Found- TSA Interaction Type: COMPLAINT Response Email: From: Prior Vendor To:(b) (6) Subject: Re: Lost <<#217322-300468#>> Body: <html><HEAD><STYLE>p {margin-bottom: 0; margin-top: 0;}</STYLE></HEAD><body><FONT SIZE="2">
<DIV STYLE="font-family: Arial;color: #000000;"><FONT size=3><FONT size=3><FONT size=3><FONT size=3><FONT size=3><FONT size=3><FONT size=3> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><SPAN style="FONT-FAMILY: Arial">Thank you for your e-mail.<?xml:namespace prefix = o ns = "urn:schemas-microsoft-com:office:office" /><o:p></o:p></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><SPAN style="FONT-FAMILY: Arial"><o:p> </o:p></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><SPAN style="FONT-FAMILY: Arial">On February 17, 2002, the Transportation Security Administration (TSA) assumed responsibility for security at all airports in the <?xml:namespace prefix = st1 ns = "urn:schemasmicrosoft-com:office:smarttags" /><st1:country-region w:st="on"><st1:place w:st="on">United States</st1:place></st1:countryregion>.<SPAN style="mso-spacerun: yes"> </SPAN>TSA was required by law to replace contract screeners with a workforce of Federal screeners by November 19, 2002.<SPAN style="mso-spacerun: yes"> </SPAN>Incrementally, airports were staffed with Federal screeners until TSA met that mandate.<SPAN style="mso-spacerun: yes"> </SPAN>One of our key objectives has been to ensure that all passengers consistently receive professional and courteous checkpoint processing while maintaining our high level of security.<SPAN style="mso-spacerun: yes"> </SPAN>Along with expanded training on the enhanced security procedures, each Federal airport screener receives training on professional and courteous conduct to make the process run smoothly and reduce the inconvenience to the public.<o:p></o:p></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><SPAN style="FONT-FAMILY: Arial"><o:p> </o:p></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><SPAN style="FONT-FAMILY: Arial">Each airport establishes procedures for handling lost and found items.<SPAN style="mso-spacerun: yes"> </SPAN>TSA follows those procedures where they exist.<SPAN style="mso-spacerun: yes"> </SPAN>The airports in those instances are responsible for holding and disposing items under applicable local laws. <SPAN style="mso-spacerun: yes"> </SPAN>Items such as locks, tags, straps, and other external luggage pieces are often lost or damaged as the baggage goes through the baggage handling equipment and may or may not have been found by airline/airport personnel.<o:p></o:p></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><SPAN style="FONT-FAMILY: Arial"><o:p> </o:p></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><SPAN style="FONT-FAMILY: Arial">In an airport where no policy exists, found articles are collected, stored, and disposed of under General Services Administration rules.<SPAN style="mso-spacerun: yes"> </SPAN>TSA is unable to identify and return all items, but may be able to locate and return items on a case-by-case basis.<SPAN style="mso-spacerun: yes"> </SPAN>We suggest you contact the airport at which your items were confiscated or lost at 405-6803233.</SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><SPAN style="FONT-FAMILY: Arial"><o:p> </o:p></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><SPAN style="FONT-FAMILY: Arial">We work very hard to achieve consistency in the security processes.<SPAN style="mso-spacerun: yes"> </SPAN>As we inspect screening operations at airports and receive feedback from the traveling public, we address inconsistencies and ensure corrective actions are taken, when necessary.<SPAN style="mso-spacerun: yes"> </SPAN>We will continue to do all that we can to inspect screening operations and provide written procedures and training to specify how the process is to be applied.<o:p></o:p></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><SPAN style="FONT-FAMILY: Arial"><o:p> </o:p></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><SPAN style="FONT-FAMILY: Arial">We encourage passengers to visit our website at www.tsa.gov for additional information about TSA.<SPAN style="mso-spacerun: yes"> </SPAN>All travelers are encouraged to visit the section on travel tips before their trip.<SPAN style="mso-spacerun: yes"> </SPAN>The website has information about prohibited and permitted items, the screening process and procedures, and guidance for special considerations that may assist in preparing for air travel.<SPAN style="mso-spacerun: yes"> </SPAN>Passengers can go directly to these tips at http://www.TSATravelTips.us.<o:p></o:p></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><SPAN style="FONT-FAMILY: Arial"><o:p> </o:p></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><SPAN style="FONT-FAMILY: Arial">We hope that this information provides you with a better understanding of the screening process and the procedures necessary to ensure safety.<o:p></o:p></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><SPAN style="FONT-FAMILY: Arial"><o:p> </o:p></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><st1:place w:st="on"><st1:PlaceName w:st="on"><SPAN style="FONT-FAMILY: Arial">TSA</SPAN></st1:PlaceName><SPAN style="FONT-FAMILY: Arial"> <st1:PlaceName w:st="on">Contact</st1:PlaceName> <st1:PlaceType w:st="on">Center</st1:PlaceType></SPAN></st1:place><SPAN style="FONT-FAMILY: Arial"><o:p></o:p></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt" align=left></P></FONT></FONT></FONT></FONT></FONT></FONT></FONT></DIV> <DIV STYLE="font-family: Arial;color: #000000;"></DIV> </FONT><BR><br><br><DIV>--- Original Message ---<BR>From OKLAHOMA CITY,Human Resources" < ><BR>Received: 7/9/2008 10:53:54 AM Eastern Standard Time (GMT - 4:00 )<BR>To: "TSA Contact Center" <[email protected]><BR>Subject: Lost<BR><BR> <META content="Microsoft Word 11 (filtered medium)" name=Generator> <STYLE> <!-/* Font Definitions */ @font-face {font-family:SimSun; panose-1:2 1 6 0 3 1 1 1 1 1;} @font-face {font-family:"\@SimSun"; panose-1:2 1 6 0 3 1 1 1 1 1;}
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/* Style Definitions */ p.MsoNormal, li.MsoNormal, div.MsoNormal {margin:0in; margin-bottom:.0001pt; font-size:12.0pt; font-family:"Times New Roman";} a:link, span.MsoHyperlink {color:blue; text-decoration:underline;} a:visited, span.MsoHyperlinkFollowed {color:purple; text-decoration:underline;} span.EmailStyle17 {mso-style-type:personal-compose; font-family:Arial; color:windowtext;} @page Section1 {size:8.5in 11.0in; margin:1.0in 1.0in 49.7pt 1.0in;} div.Section1 {page:Section1;} --> </STYLE> <DIV class=Section1> <P class=MsoNormal><FONT face=Arial size=2><SPAN style="FONT-SIZE: 10pt; FONT-FAMILY: Arial">On June 30<SUP>th</SUP>, I flew from OKC to PDX and my suitcase was searched during this search. I had a pink strap attached to the outside so that I could recognize it at the baggage claim. Who ever did the inspection did not put the pink strap back on my suitcase. <?xml:namespace prefix = o ns = "urn:schemas-microsoft-com:office:office" /><o:p></o:p></SPAN></FONT></P> <P class=MsoNormal><FONT face=Arial size=2><SPAN style="FONT-SIZE: 10pt; FONT-FAMILY: Arial"><o:p> </o:p></SPAN></FONT></P> <P class=MsoNormal><FONT face=Arial size=2><SPAN style="FONT-SIZE: 10pt; FONT-FAMILY: Arial">What location would of handled the inspection and how do I get a hold of someone there so that I can get my strap returned?<o:p></o:p></SPAN></FONT></P> <P class=MsoNormal><FONT face=Arial size=2><SPAN style="FONT-SIZE: 10pt; FONT-FAMILY: Arial"><o:p> </o:p></SPAN></FONT></P> <P class=MsoNormal><FONT face=Arial size=2><SPAN style="FONT-SIZE: 10pt; FONT-FAMILY: Arial">You can reach me at (b) (6)o:p></o:p></SPAN></FONT></P> <P class=MsoNormal><FONT face=Arial size=2><SPAN style="FONT-SIZE: 10pt; FONT-FAMILY: Arial"><o:p> </o:p></SPAN></FONT></P> <P class=MsoNormal><FONT face=Arial size=2><SPAN style="FONT-SIZE: 10pt; FONT-FAMILY: Arial">Thanks!<o:p></o:p></SPAN></FONT></P> <P class=MsoNormal><FONT face=Arial size=2><SPAN style="FONT-SIZE: 10pt; FONT-FAMILY: Arial">(b) (6) (b) (6) <o:p></o:p></SPAN></FONT></P></DIV></DIV><BR><BR>------ TCC Control Number: ------<BR><<#217322300468#>></body></html> END RECORD
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CONTACT RECORD
EID: 50320606 Contact Type: Contact Date: 2007-10-13 15:45:20 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2007-10-13 15:54:50 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Caller asked if claim form is available on TSA website, For she said there was powder on her dress which was in her checked bag. she said there was no powdered item that she checked. Body: Agent Notes: Walked caller through website for claim form Walked caller through website for claim form, Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Opening Agent: Opened Date: 10/13/2007 3:45:20 PM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, Airline: Subject Category: Claim Form Requests-Website - Claim Form Requests-Website Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 50321098 Contact Type: Contact Date: 2007-10-14 13:30:20 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2007-10-14 13:34:40 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: (b) (6) Contact Address 2: Contact City: (b) (6) Contact State: (b) (6) Contact Zip: (b) (6) Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Caller had a mirror dameged in her check bags at tems damaged in checked bag @ OKC Body: Agent Notes: Provided caller with information on the claims process, and SF-95 mailed on 10/15/2007 Provided caller with information on the claims process, and SF-95 mailed on 10/15/2007 Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Opening Agent: Opened Date: 10/14/2007 1:30:20 PM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, Airline: Subject Category: Claim Form Requests-Checked Bag - Claim Form Requests-Checked Bag Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 50325412 Contact Type: Contact Date: 2008-11-26 11:03:39 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2008-11-25 04:15:00 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Caller said that there was a shoe missing from her luggage as well as hair product missing too after she went through security at OKC. Body: Agent Notes: Provided Lost and Found information to caller and SF-95 form via website at TSA.gov Provided Lost and Found information to caller and SF-95 form via website at TSA.gov Didnt close bottles and they opened all over luggage.
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There was a notice of baggage inspection 1 shoe hair products were missing Caller also said they put shampoo all over her clothing. Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Opening Agent: Opened Date: 11/26/2008 11:03:39 AM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, Airline: Delta AirDelta Air, Subject Category: Claim Form Requests - Missing items from Checked Baggage - Claim Form Requests - Missing items from Checked Baggage Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 50326823 Contact Type: Contact Date: 2008-11-10 12:27:27 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2008-08-05 12:27:27 Contact Prefix: (b) (6) Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Items missing from checked bag @ (OKC & jewelry). Body: Agent Notes: Provided Lost and Found information to caller and walked caller through the claims process. Provided Lost and Found information to caller and walked caller through the claims process. Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Opening Agent: Opened Date: 11/10/2008 12:27:27 PM Linked Event IDs:
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Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, Airline: Southwest AirlinesSouthwest Airlines, Subject Category: Claim Form Requests - Missing items from Checked Baggage - Claim Form Requests - Missing items from Checked Baggage Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 50327944 Contact Type: Contact Date: 2007-10-17 17:20:23 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2007-10-17 04:30:00 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Ipod missing from checked bag @ OKC. Body: Agent Notes: Provided Lost and Found information to caller and guided caller to the SF 95 on the website. Provided Lost and Found information to caller and guided caller to the SF 95 on the website. NOI in baggage (offered by caller). Flight 5892. Baggage claim #3016UA-135554. Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Opening Agent: Opened Date: 10/17/2007 5:20:23 PM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, Airline: United Airlines -¬United Airlines -¬, Subject Category: Claim Form Requests - Missing items from Checked Baggage - Claim Form Requests - Missing items from Checked Baggage Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 50333144 Contact Type: Contact Date: 2008-07-28 21:31:00 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2008-07-28 21:52:00 Contact Prefix: (b) (6) Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Caller wanted to report that item(s) such as: (Book,Optical computer mouse and medical meter) were damaged at checkpoint. , Body: Agent Notes: Advised caller we will note issue, and an FYI will be sent to the CSM at that airport who oversees the screening operation. Offered a claim form. Advised caller we will note issue, and an FYI will be sent to the CSM at that airport who oversees the screening operation. Offered a claim form., The TCC received the following information as an FYI. We are forwarding this information to you for your review. For Your Information: Date of Incident: 7/28/2008 Customer Name: (b) (6) Customer Contact Information: (b) (6) Airport: OKC Airline: United Airlines Flight#: 7923 & 731 Terminal/Gate: Gate 3 Check In/Incident Time: 9:52 pm t-5 Carry On or Checked Baggage: Checked luggage Baggage Tag Number: 3016ua-325825 Event ID #: 300136270780728
Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Opening Agent: Opened Date: 7/28/2008 9:31:00 PM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, Airline: United Airlines -¬United Airlines -¬, Subject Category: Mishandling of Passengers Property - Damaged Items- Carry-on Baggage - Mishandling of Passengers Property Damaged Items- Carry-on Baggage Interaction Type: COMPLAINT Response Email:
END RECORD
CONTACT RECORD
EID: 50335554 Contact Type: Contact Date: 2007-10-22 13:25:40 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2007-10-21 16:30:00 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Caller states a lottery ticket missing from checked bag @TUL. Caller states there was a NOI in the bag. Body: Agent Notes: Provided Lost and Found information to caller and walked caller thru website for claim. Provided Lost and Found information to caller and walked caller thru website for claim. Follow Up: To TSOC Date: From TSOC Date: Last Updated By: Last Update Date: Opening Agent: Opened Date: 10/22/2007 1:25:40 PM Linked Event IDs:
(b) (6)
Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, Airline: Subject Category: Claim Form Requests - Missing items from Checked Baggage - Claim Form Requests - Missing items from Checked Baggage Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 50350662 Contact Type: Contact Date: 2007-10-31 11:30:17 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2007-10-31 11:30:18 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Items missing from checked bag@ (OKC & maui jim glasses). Body: Agent Notes: Provided Lost and Found information to caller and SF-95 form mailed on (Date) Provided Lost and Found information to caller and SF-95 form mailed on (Date), NOI was in checked bag. Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Opening Agent: Opened Date: 10/31/2007 11:30:17 AM Linked Event IDs:
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Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, ORD Chicago, IL, USA - O'hare International Airport, Airline: American Airlines -¬American Airlines -¬, Subject Category: Claim Form Requests - Missing items from Checked Baggage - Claim Form Requests - Missing items from Checked Baggage Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 50352631 Contact Type: Contact Date: 2008-03-25 14:28:19 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2008-03-25 14:28:44 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Meds missing from checked bag@(OKC) NOI Body: Agent Notes: Provided Lost and Found information to caller and offered a claim form. Provided Lost and Found information to caller and offered a claim form.Provided Lost and Found information to caller and offered a claim formProvided Lost and Found information to caller and SF-95 form mailed on (Date), 2285 flight Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Opening Agent: Opened Date: 3/25/2008 2:28:19 PM Linked Event IDs:
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Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, Airline: Subject Category: Claim Form Requests - Missing items from Checked Baggage - Claim Form Requests - Missing items from Checked Baggage Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 50360032 Contact Type: Contact Date: 2007-11-06 10:09:02 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2007-11-06 10:09:17 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: (b) (6) Subject: Caller stated he is unable to download claim form from website Body: Agent Notes: Emailed claim form on 11/6/2007. Emailed claim form on 11/6/2007. Caller stated he contacted the office yesterday to report his cell phone missing from his checked luggage (Event ID 966742932601342). Caller stated the rep. told him how to download the claim form but when he opens the file it states file is corrupt. Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Opening Agent: Opened Date: 11/6/2007 10:09:02 AM Linked Event IDs:
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Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, Airline: Subject Category: Claim Form Requests-Website - Claim Form Requests-Website Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 50374241 Contact Type: Contact Date: 2007-11-13 21:53:01 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2007-11-11 05:10:00 Contact Prefix: Contact First Name: Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: A toilettery bag is missing from a checked bag @ OKC. Body: Agent Notes: Provided Lost and Found information to caller and guided the caller to the SF 95 on the website. Provided Lost and Found information to caller and guided the caller to the SF 95 on the website. NOI in baggage (offered by caller). Flight 5820. Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Opening Agent: Opened Date: 11/13/2007 9:53:01 PM Linked Event IDs:
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Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, Airline: Continental Airlines (present) -¬Continental Airlines (present) -¬, Subject Category: Claim Form Requests - Missing items from Checked Baggage - Claim Form Requests - Missing items from Checked Baggage Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 50376009 Contact Type: Contact Date: 2007-11-14 16:23:33 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2007-11-14 11:45:33 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Items missing from checked bag @ (OKC & medication). NOI in bag. Body: Agent Notes: Provided Lost and Found information to caller. Offered claim form. Provided Lost and Found information to caller. Offered claim form. Follow Up: To TSOC Date: From TSOC Date: Last Updated By: Last Update Date: Opening Agent: Opened Date: 11/14/2007 4:23:33 PM Linked Event IDs:
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Responses: Response Airport: OKCOKC,Oklahoma City, OK, USA - Will Rogers World Airport, Airline: American Airlines -¬American Airlines -¬, Subject Category: Claim Form Requests - Missing items from Checked Baggage - Claim Form Requests - Missing items from Checked Baggage Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 50377615 Contact Type: Contact Date: 2008-01-11 13:16:26 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2008-01-11 13:27:26 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Caller has had an items removed from her bag, Items missing from checked bag @ OKC & 2 Speakers. Body: Agent Notes: Provided Lost and Found information to caller and SF-95 claim form offered. Provided Lost and Found information to caller and SF-95 claim form offered. Walked caller thru the TSA website. Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Opening Agent: Opened Date: 1/11/2008 1:16:26 PM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, Airline: Subject Category: Claim Form Requests - Missing items from Checked Baggage - Claim Form Requests - Missing items from Checked Baggage Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 50382550 Contact Type: Contact Date: Medium: EMAIL Contact Status: CLOSED Incident Date: Contact Prefix: Contact First Name: Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: USA Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: ISSUE, Customer Service Feedback Body: THIS GENERATED EMAIL HAS BEEN SENT FROM TSA INTERNET CONTACT US-CUSTOMER SERVICE
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Remote Client IP: (b) (6) System Time: 11/13/2007 9:51:55 PM __________________________________________ User Name:
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User Email:
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_____________________ To: [email protected] Category: All Other Inquiries Message: When my bag was checked all of the contents were not put back and they were not prohibited items. How do I recover those items. The location was Will Rogers Airport in Oklahoma City. __________________________________________ Date and Time of message: 11/13/2007 9:51:55 PM Agent Notes: GenGÇÖl Checked Baggage GenGÇÖl Checked Baggage, Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Opening Agent: Opened Date: 11/17/2007 11:58:08 AM Linked Event IDs: Responses: Response Airport: OKCOKC,Oklahoma City, OK, USA - Will Rogers World Airport, Airline: Subject Category: Claim Form Requests - Missing items from Checked Baggage - Claim Form Requests - Missing items from Checked
Baggage Interaction Type: COMPLAINT Response Email: From: Prior Vendor To: (b) (6) Subject: Re: Customer Service Feedback <<#142564-210289#>> Body: <html><HEAD><STYLE>p {margin-bottom: 0; margin-top: 0;}</STYLE></HEAD><body><FONT SIZE="2"> <DIV STYLE="font-family: Arial;color: #000000;"><FONT size=3><FONT size=3><FONT size=3><FONT size=3><FONT size=3><FONT size=3><FONT size=3><FONT size=3> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif">Thank you for your electronic mail message concerning your travel experience.<SPAN style="mso-spacerun: yes"> </SPAN></FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif"><SPAN style="mso-spacerun: yes"></SPAN></FONT> </P><FONT face="Arial, Helvetica, sans-serif"><SPAN style="mso-spacerun: yes"> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><SPAN style="FONT-FAMILY: Arial"><FONT size=3>Enhanced security measures require that all checked baggage undergo some form of screening for prohibited items. Physical search of the luggage is required to clear every alarm. TSA screeners should exercise great care during the screening process to ensure that passengers' belongings are returned and not damaged when a bag needs to be opened. Unfortunately, on some occasions the screening process may fall short of our established standard. We apologize if these high standards were not met.<?xml:namespace prefix = o ns = "urn:schemas-microsoft-com:office:office" /><o:p></o:p></FONT></SPAN></P></SPAN></FONT> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif"><o:p></o:p></FONT> </P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif">We monitor the number and nature of complaints we receive to track trends and spot areas of concern that may require special attention.<SPAN style="mso-spacerun: yes"> </SPAN>This ongoing process will enable us to ensure prompt, corrective action whenever we determine that security screening policies need modification or specific employees or screener teams are the subject of repeated complaints.</FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif"> <o:p></o:p></FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif">The Transportation Security Administration (TSA) is responsible for reviewing all claims relating to the screening of passengers and their baggage.<SPAN style="mso-spacerun: yes"> </SPAN>In order to protect your rights under federal law and to file a valid claim, you must send your claim in writing to TSA, stating the circumstances of the loss and the exact amount you are claiming (fair market value of lost or destroyed property, reasonable cost of repair for damaged property), within two years after your claim accrued.<SPAN style="mso-spacerun: yes"> </SPAN>The claim must be signed by you or your authorized representative (e.g., an attorney or other personal representative with appropriate proof of authority).<SPAN style="mso-spacerun: yes"> </SPAN></FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif"> <o:p></o:p></FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif">You can satisfy the notice requirement by filling out the attached Standard Form 95 (claim form) in accordance with the instructions, and returning it to the address in box #1.<SPAN style="mso-spacerun: yes"> </SPAN>Please be sure to follow the instructions carefully, and to fill out the claim form completely.<SPAN style="mso-spacerun: yes"> </SPAN>While use of the form is not mandatory, it will help you ensure that you meet the legal requirements for filing a claim.<SPAN style="mso-spacerun: yes"> </SPAN></FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif"> <o:p></o:p></FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif"><SPAN style="FONT-SIZE: 12pt; FONTFAMILY: Arial; mso-fareast-font-family: 'Times New Roman'; mso-ansi-language: EN-US; mso-fareast-language: EN-US; mso-bidilanguage: AR-SA">Please visit TSAGÇÖs Claims Management OfficeGÇÖs website at <A title=blocked::https://claims.tsa.dhs.gov/ href="https://claims.tsa.dhs.gov/"><FONT size=3>https://claims.tsa.dhs.gov</FONT></A><FONT face="Arial, Helvetica, sansserif"><FONT size=3> </FONT></FONT> for information related to filing a claim, replacement forms, checking the status of a claim and other claim related issues.<SPAN style="mso-spacerun: yes"> </SPAN>If you have additional questions that are not addressed on this website, please contact the Claims Management Office at <A href="http://[email protected]/">[email protected]</A>.</SPAN></FONT><FONT face="Arial, Helvetica, sansserif"> </FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif"><o:p></o:p></FONT> </P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif">Once the Claims Management Office has received your claim form, you will be sent a letter of acknowledgement and a claim number.<SPAN style="mso-spacerun: yes"> </SPAN>You should keep the claim number for future reference when inquiring about your claim.<SPAN style="mso-spacerun: yes"> </SPAN>TSA will try to resolve your claim as quickly as possible, but it may need time to make a further investigation of the facts.<SPAN style="mso-spacerun: yes"> </SPAN>If TSA denies your claim, or has not finally resolved it within six months after you have filed it, you may have a right to bring your claim to court.<SPAN style="mso-spacerun: yes"> </SPAN></FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif"></FONT> </P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif"><SPAN style="FONT-SIZE: 12pt; FONTFAMILY: Arial; mso-fareast-font-family: 'Times New Roman'; mso-ansi-language: EN-US; mso-fareast-language: EN-US; mso-bidilanguage: AR-SA"></SPAN></FONT><FONT face="Arial, Helvetica, sans-serif">We appreciate your taking the time to share your thoughts and concerns with us.<SPAN style="mso-spacerun: yes"> </SPAN>We are confident that the training that we provide to the new Federal workforce will result in a courteous and professional staff of security screeners so that your unfortunate experience is not repeated.</FONT></P>
<P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif"></FONT> </P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif"><SPAN style="FONT-FAMILY: Arial">We encourage you to check the latest information at <A href="http://www.tsa.gov/">www.tsa.gov</A>.<o:p></o:p></SPAN></FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif"><o:p></o:p></FONT> </P><SPAN style="FONT-SIZE: 12pt; FONT-FAMILY: 'Times New Roman'; mso-fareast-font-family: 'Times New Roman'; mso-ansi-language: EN-US; mso-fareast-language: EN-US; mso-bidi-language: AR-SA"><FONT face="Arial, Helvetica, sans-serif">TSA Contact Center</FONT><B style="mso-bidi-font-weight: normal"><U><FONT face="Arial, Helvetica, sans-serif"> <BR style="PAGE-BREAK-BEFORE: always; msospecial-character: line-break" clear=all></FONT></U></B></SPAN><FONT face="Tahoma, Verdana, Arial" size=2></FONT></FONT></FONT></FONT></FONT></FONT></FONT></FONT></FONT></DIV> <DIV STYLE="font-family: Arial;color: #000000;"></DIV> </FONT><BR><br><br><DIV>--- Original Message ---<BR>From: <(b) (6) ><BR>Received: 11/17/2007 11:58:08 AM Eastern Standard Time (GMT - 5:00 )<BR>To: "TSA Contact Center" <[email protected]><BR>Subject: Customer Service Feedback<BR><BR> <META content="MS Exchange Server version 6.5.7638.1" name=Generator><!-- Converted from text/plain format --> <P><FONT size=2>THIS GENERATED EMAIL HAS BEEN SENT FROM TSA INTERNET CONTACT US-CUSTOMER SERVICE</FONT> </P> <P><FONT size=2>Remote Client IP: 1(b) (6) </FONT> <BR><FONT size=2>System Time: 11/13/2007 9:51:55 PM</FONT> <BR><FONT size=2>__________________________________________</FONT> </P> <P><FONT size=2>User Name: </FONT><BR><FONT size=2>(b) (6) </FONT> </P> <P><FONT size=2>User Email: </FONT><BR><FONT size=2>(b) (6) </FONT> <BR><FONT size=2>__________________________________________</FONT> </P> <P><FONT size=2>To:</FONT> <BR><FONT size=2>[email protected]</FONT> </P> <P><FONT size=2>Category: </FONT><BR><FONT size=2>All Other Inquiries</FONT> </P> <P><FONT size=2>Message: </FONT><BR><FONT size=2>When my bag was checked all of the contents were not put back and they were not prohibited items. How do I recover those items. The location was Will Rogers Airport in Oklahoma City.</FONT></P> <P><FONT size=2>__________________________________________</FONT> <BR><FONT size=2>Date and Time of message: 11/13/2007 9:51:55 PM</FONT> </P></DIV><BR><BR>------ TCC Control Number: ------<BR><<#142564-210289#>></body></html> END RECORD
CONTACT RECORD
EID: 50438546 Contact Type: Contact Date: 2007-05-16 07:42:24 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2007-05-16 07:42:24 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: (b) (6) Subject: Items missing from checked bag @ OKC Body: Agent Notes: Items missing from checked bag @ OKC Items missing from checked bag @ OKC Caller has six x box (video games) that are missing from her check luggage. Caller states that the cases for the game remained in her luggage but the disk were gone. Airport: OKC Gate: 4 Airline: American Air Flight#: 1849 Time: 5:30am est Date: 05/13/07 Follow Up: To TSOC Date: From TSOC Date: Last Updated By: Last Update Date: Opening Agent: Opened Date: 5/23/2007 1:56:15 PM Linked Event IDs:
(b) (6)
Responses: Response Airport: OKCOKC Airline: American AirlinesAmerican Airlines Subject Category: CLAIM FORM REQUESTS CHECKED - CLAIM FORM REQUESTS CHECKED Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 50449375 Contact Type: Contact Date: 2007-06-28 19:53:04 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2007-06-22 06:00:00 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Items damaged in checked bag @ OKC (digital camera) Enter date claim form was mailed., Body: Agent Notes: Provided caller with information on the claims process, and SF-95 mailed on (Date) Provided caller with information on the claims process, and SF-95 mailed on (Date) AA flight 4101. Baggage claim #AA478666. NOI in baggage. Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Opening Agent: Opened Date: 6/28/2007 7:53:04 PM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, Airline: American Airlines -¬American Airlines -¬, Subject Category: Claim Form Requests-Checked Bag - Claim Form Requests-Checked Bag Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 50485838 Contact Type: Contact Date: 2007-06-08 23:59:01 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2007-06-08 10:20:01 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: (b) (6) Contact Address 2: Contact City: (b) (6) Contact State: (b) (6) Contact Zip: (b) (6) Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: IPOD missing from checked bag@(eOKC) Body: Agent Notes: SF-95 form mailed on (06/11/07) SF-95 form mailed on (06/11/07) OKC, SWAA, Flight 136, terminal/gate 14 , Baggage Claim # is unknown. Uncertain if NOI was in the luggage. Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Opening Agent: Opened Date: 6/8/2007 11:59:01 PM Linked Event IDs: Responses: Response Airport: OKCOKC Airline: SWAASWAA Subject Category: CLAIM FORM REQUESTS CHECKED - CLAIM FORM REQUESTS CHECKED Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 50502979 Contact Type: Contact Date: Medium: EMAIL Contact Status: CLOSED Incident Date: Contact Prefix: Contact First Name: Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: ISSUE, Customer Service Feedback Body: THIS GENERATED EMAIL HAS BEEN SENT FROM TSA INTERNET CONTACT US-CUSTOMER SERVICE
(b) (6)
(b) (6)
Remote Client IP: (b) (6) System Time: 11/15/2007 6:20:37 PM __________________________________________ User Name:
(b) (6)
User Email:
(b) (6)
_____________________ To: [email protected] Category: Complaints Sub Category: All Other Complaints Message: I was recently on a flight from Oklahoma City to Sacramento on Southwest Airlines. When I was finally re-united with my luggage there was TSA tape on it and one of your fliers letting me know that you had inspected it. I have no problem with any of this however I am now missing two shoes. They are both black and I assume that the screener assumed they were a pair. So I now have one of each pairs. Is there anyway of finding the mates or can I put a claim in for them? Thank You __________________________________________ Date and Time of message: 11/15/2007 6:20:37 PM Agent Notes: General Complaint w/Claim Response General Complaint w/Claim Response, Follow Up: To TSOC Date: From TSOC Date: Last Updated By: Last Update Date: Opening Agent: Opened Date: 11/20/2007 10:10:01 AM
(b) (6)
Linked Event IDs: Responses: Response Airport: OKCOKC,Oklahoma City, OK, USA - Will Rogers World Airport, Airline: Subject Category: Claim Form Requests - Missing items from Checked Baggage - Claim Form Requests - Missing items from Checked Baggage Interaction Type: COMPLAINT Response Email: From: Prior Vendor To:(b) (6) Subject: Re: Customer Service Feedback <<#143117-210945#>> Body: <html><HEAD><STYLE>p {margin-bottom: 0; margin-top: 0;}</STYLE></HEAD><body><FONT SIZE="2"> <DIV STYLE="font-family: Arial;color: #000000;"><FONT size=3><FONT size=3><FONT size=3><FONT size=3><FONT size=3><FONT size=3><FONT size=3><FONT size=3> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif">Thank you for your electronic mail message concerning your travel experience.<SPAN style="mso-spacerun: yes"> </SPAN></FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif"><SPAN style="mso-spacerun: yes"></SPAN></FONT> </P><FONT face="Arial, Helvetica, sans-serif"><SPAN style="mso-spacerun: yes"> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><SPAN style="FONT-FAMILY: Arial"><FONT size=3>Enhanced security measures require that all checked baggage undergo some form of screening for prohibited items. Physical search of the luggage is required to clear every alarm. TSA screeners should exercise great care during the screening process to ensure that passengers' belongings are returned and not damaged when a bag needs to be opened. Unfortunately, on some occasions the screening process may fall short of our established standard. We apologize if these high standards were not met.<?xml:namespace prefix = o ns = "urn:schemas-microsoft-com:office:office" /><o:p></o:p></FONT></SPAN></P></SPAN></FONT> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif"><o:p></o:p></FONT> </P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif">We monitor the number and nature of complaints we receive to track trends and spot areas of concern that may require special attention.<SPAN style="mso-spacerun: yes"> </SPAN>This ongoing process will enable us to ensure prompt, corrective action whenever we determine that security screening policies need modification or specific employees or screener teams are the subject of repeated complaints.</FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif"> <o:p></o:p></FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif">The Transportation Security Administration (TSA) is responsible for reviewing all claims relating to the screening of passengers and their baggage.<SPAN style="mso-spacerun: yes"> </SPAN>In order to protect your rights under federal law and to file a valid claim, you must send your claim in writing to TSA, stating the circumstances of the loss and the exact amount you are claiming (fair market value of lost or destroyed property, reasonable cost of repair for damaged property), within two years after your claim accrued.<SPAN style="mso-spacerun: yes"> </SPAN>The claim must be signed by you or your authorized representative (e.g., an attorney or other personal representative with appropriate proof of authority).<SPAN style="mso-spacerun: yes"> </SPAN></FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif"> <o:p></o:p></FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif">You can satisfy the notice requirement by filling out the attached Standard Form 95 (claim form) in accordance with the instructions, and returning it to the address in box #1.<SPAN style="mso-spacerun: yes"> </SPAN>Please be sure to follow the instructions carefully, and to fill out the claim form completely.<SPAN style="mso-spacerun: yes"> </SPAN>While use of the form is not mandatory, it will help you ensure that you meet the legal requirements for filing a claim.<SPAN style="mso-spacerun: yes"> </SPAN></FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif"> <o:p></o:p></FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif"><SPAN style="FONT-SIZE: 12pt; FONTFAMILY: Arial; mso-fareast-font-family: 'Times New Roman'; mso-ansi-language: EN-US; mso-fareast-language: EN-US; mso-bidilanguage: AR-SA">Please visit TSAGÇÖs Claims Management OfficeGÇÖs website at <A title=blocked::https://claims.tsa.dhs.gov/ href="https://claims.tsa.dhs.gov/"><FONT size=3>https://claims.tsa.dhs.gov</FONT></A><FONT face="Arial, Helvetica, sansserif"><FONT size=3> </FONT></FONT> for information related to filing a claim, replacement forms, checking the status of a claim and other claim related issues.<SPAN style="mso-spacerun: yes"> </SPAN>If you have additional questions that are not addressed on this website, please contact the Claims Management Office at <A href="http://[email protected]/">[email protected]</A>.</SPAN></FONT><FONT face="Arial, Helvetica, sansserif"> </FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif"><o:p></o:p></FONT> </P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif">Once the Claims Management Office has received your claim form, you will be sent a letter of acknowledgement and a claim number.<SPAN style="mso-spacerun: yes"> </SPAN>You should keep the claim number for future reference when inquiring about your claim.<SPAN style="mso-spacerun: yes"> </SPAN>TSA will try to resolve your claim as quickly as possible, but it may need time to make a further investigation of the facts.<SPAN style="mso-spacerun: yes"> </SPAN>If TSA denies your claim, or has not finally resolved it within six months after you have filed it, you may have a right to bring your claim to court.<SPAN style="mso-spacerun: yes"> </SPAN></FONT></P>
<P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif"></FONT> </P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif"><SPAN style="FONT-SIZE: 12pt; FONTFAMILY: Arial; mso-fareast-font-family: 'Times New Roman'; mso-ansi-language: EN-US; mso-fareast-language: EN-US; mso-bidilanguage: AR-SA"></SPAN></FONT><FONT face="Arial, Helvetica, sans-serif">We appreciate your taking the time to share your thoughts and concerns with us.<SPAN style="mso-spacerun: yes"> </SPAN>We are confident that the training that we provide to the new Federal workforce will result in a courteous and professional staff of security screeners so that your unfortunate experience is not repeated.</FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif"></FONT> </P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif"><SPAN style="FONT-FAMILY: Arial">We encourage you to check the latest information at <A href="http://www.tsa.gov/">www.tsa.gov</A>.<o:p></o:p></SPAN></FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif"><o:p></o:p></FONT> </P><SPAN style="FONT-SIZE: 12pt; FONT-FAMILY: 'Times New Roman'; mso-fareast-font-family: 'Times New Roman'; mso-ansi-language: EN-US; mso-fareast-language: EN-US; mso-bidi-language: AR-SA"><FONT face="Arial, Helvetica, sans-serif">TSA Contact Center</FONT><B style="mso-bidi-font-weight: normal"><U><FONT face="Arial, Helvetica, sans-serif"> <BR style="PAGE-BREAK-BEFORE: always; msospecial-character: line-break" clear=all></FONT></U></B></SPAN><FONT face="Tahoma, Verdana, Arial" size=2></FONT></FONT></FONT></FONT></FONT></FONT></FONT></FONT></FONT></DIV> <DIV STYLE="font-family: Arial;color: #000000;"></DIV> </FONT><BR><br><br><DIV>--- Original Message ---<BR>From: < (b) (6) gt;<BR>Received: 11/20/2007 10:10:00 AM Eastern Standard Time (GMT - 5:00 )<BR>To: "TSA Contact Center" <[email protected]><BR>Subject: Customer Service Feedback<BR><BR> <META content="MS Exchange Server version 6.5.7638.1" name=Generator><!-- Converted from text/plain format --> <P><FONT size=2>THIS GENERATED EMAIL HAS BEEN SENT FROM TSA INTERNET CONTACT US-CUSTOMER SERVICE</FONT> </P> <P><FONT size=2>Remote Client IP: (b) (6) /FONT> <BR><FONT size=2>System Time: 11/15/2007 6:20:37 PM</FONT> <BR><FONT size=2>__________________________________________</FONT> </P> <P><FONT size=2>User Name: </FONT><BR><FONT size=2>(b) (6) </FONT> </P> <P><FONT size=2>User Email: </FONT><BR><FONT size=2>(b) (6) </FONT> <BR><FONT size=2>__________________________________________</FONT> </P> <P><FONT size=2>To:</FONT> <BR><FONT size=2>[email protected]</FONT> </P> <P><FONT size=2>Category: </FONT><BR><FONT size=2>Complaints</FONT> </P> <P><FONT size=2>Sub Category: </FONT><BR><FONT size=2>All Other Complaints</FONT> </P> <P><FONT size=2>Message: </FONT><BR><FONT size=2>I was recently on a flight from Oklahoma City to Sacramento on Southwest Airlines. When I was finally re-united with my luggage there was TSA tape on it and one of your fliers letting me know that you had inspected it. I have no problem with any of this however I am now missing two shoes. They are both black and I assume that the screener assumed they were a pair. So I now have one of each pairs. Is there anyway of finding the mates or can I put a claim in for them?</FONT></P> <P><FONT size=2>Thank You</FONT> </P> <P><FONT size=2>__________________________________________</FONT> <BR><FONT size=2>Date and Time of message: 11/15/2007 6:20:37 PM</FONT> </P></DIV><BR><BR>------ TCC Control Number: ------<BR><<#143117-210945#>></body></html> END RECORD
CONTACT RECORD
EID: 50510189 Contact Type: Contact Date: 2007-11-24 15:38:53 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2007-11-24 07:00:54 Contact Prefix: (b) (6) Contact First Name: Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Caller is missing a shopping bag from brookstone with jewerly, earing Body: Agent Notes: Advised of lost and found and claims Advised of lost and found and claims NOI: Yes Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Opening Agent: Opened Date: 11/24/2007 3:38:53 PM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, BWI Baltimore, MD, USA - Baltimore-Washington International, Airline: Southwest AirlinesSouthwest Airlines, Subject Category: Claim Form Requests - Missing items from Checked Baggage - Claim Form Requests - Missing items from Checked Baggage Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 50519311 Contact Type: Contact Date: 2009-01-06 11:39:31 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2008-12-01 08:00:00 Contact Prefix: (b) (6) Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: Contact Suffix: Contact Address 1: (b) (6) Contact Address 2: Contact City: (b) (6) Contact State: (b) (6) Contact Zip: (b) (6) Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Caller reported that she was manhandled, mistreated, and snapped at by a screener at: DEN. Also sleeve for drivers license indicating she was a organ donor was missing in carry on bag @ (DEN). Enter date claim form was mailed (1/7/09). Body: Agent Notes: Advised caller that a message sent to CSM at (DEN). Advised caller that a message sent to CSM at (DEN). Provided caller with information on the claims process, and SF-95 mailed (1/7/09).
(b) (6)
(b) (6)
The following information has been received by the TSA Contact Center and it is being forwarded to you for your review and/or follow-up. Please reply by email, to the TCC Customer Service Representative sending this message, with the actions taken to resolve this consumers' issue. Brief Description: wanted to report that while going through the checkpoint at DEN she was manhandled, mistreated, and snapped at by a screener. She stated that she had potpourri and screeners took it away and that she was unaware that it was not permitted in they carry on. She stated that she had to be secondary screened thus she missed her flight. Also she stated that she was so upset that she had wet her pants. I apologized to (b) (6) and advised her that I would send her complaint to the CSM at the departing airport for further review. Date of Incident: 12/1/2008 Customer Name: (b) (6) Customer Contact Information: (b) (6) Airport: DEN Airline: Southwest Airlines Flight#: N/A Terminal/Gate: N/A Check In/Incident Time: 8:00:00 AM Carry On or Checked Baggage: N/A Baggage Tag Number: N/A Event ID #: 300112407290106
(b) (6)
Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Opening Agent: Opened Date: 1/6/2009 11:39:31 AM Linked Event IDs: Responses: Response Airport: OKCDEN,Denver, CO, USA - Denver International, OKC,Oklahoma City, OK, USA - Will Rogers World Airport,
Airline: Southwest AirlinesSouthwest Airlines, Subject Category: Inappropriate Screening- Pat Down-Complaint - Inappropriate Screening- Pat Down-Complaint Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 50522973 Contact Type: Contact Date: 2008-09-13 22:53:50 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2008-09-13 22:53:50 Contact Prefix: (b) (6) Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: (b) (6) Contact Address 2: Contact City: (b) (6) Contact State: (b) (6) Contact Zip: (b) (6) Contact Country: USA Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Caller requested a claim form be mail. , Body: Agent Notes: SF-95 form mailed on(9/13/2008) SF-95 form mailed on(9/13/2008) Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Opening Agent: Opened Date: 9/13/2008 10:53:50 PM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, DAL Dallas, TX, USA - Love Field, Airline: Subject Category: Claim Form Request-Mail - Claim Form Request-Mail Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 50523923 Contact Type: Contact Date: 2008-09-04 01:50:46 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2008-09-04 01:50:46 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: CallerGÇÖs luggage was delayedand would like to pick it up if possible. Body: Agent Notes: Advised caller to contact airline. Provided airline's phone number and the main phone number at LAX. Advised caller to contact airline. Provided airline's phone number and the main phone number at LAX. Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Opening Agent: Opened Date: 9/4/2008 1:50:46 AM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, LAX Los Angeles, CA, USA - Los Angeles Intl Airport, SLC Salt Lake City, UT, USA - Salt Lake City International Arpt, SJC,San Jose, CA, USA - San Jose International Airport, Airline: United Airlines -¬United Airlines -¬, Delta Air Lines -¬, Subject Category: Airline-Lost Baggage - Airline-Lost Baggage Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 50529166 Contact Type: Contact Date: 2007-12-06 09:04:49 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2007-12-01 12:00:50 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Items missing from carry on bag @(JFK & jewelry box). Caller stated that she had a prohibited item that was taken but the screener's also took her jewelry box. Body: Agent Notes: Informed caller that the issue will be noted, provided L&F information, provided caller with information on the claims process, and walked caller through website for claim form. Informed caller that the issue will be noted, provided L&F information, provided caller with information on the claims process, and walked caller through website for claim form. Caller is disappointed with what happened and wants to make sure the issue is reported. Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Opening Agent: Opened Date: 12/6/2007 9:04:48 AM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, JFK New York, NY, USA - John F Kennedy Intl Airport, Airline: Delta Air Lines -¬Delta Air Lines -¬, Subject Category: Claim Form Requests-Carry On - Claim Form Requests-Carry On Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 50531477 Contact Type: Contact Date: Medium: EMAIL Contact Status: CLOSED Incident Date: Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: (b) (6) Subject: ISSUE, air travel luggage inspection complaint Body: I flew out of Oklahoma City (OKC) on Sunday, March 9 on Southwest #2, departing at 9:00am. I checked luggage at about 8:15am. My luggage was opened for inspection after I checked it, and TSA's usual 'form note' explaining that my bag had been opened and inspected was left inside my luggage. I have no complaint about the fact of TSA inspecting my checked luggage. I had placed one of Southwest's paper luggage tags with my destination address and mobile phone number through the zipper pull handles on my bag and secured it with its elastic loop. I did this for three reasons: 1) A second tag easily visible on the outside of the checked bag with the passenger's name and destination greatly increases the change of the airline's quickly and correctly routing your bag in case the airline's baggage check tag is torn off. (If you have no other markings on the outside of your bag and the airline tag is torn off, the airline bag handlers are forced either to open your bag to try and figure out whose it is, or they wait for a lost bag report to figure it out. In neither case do you get your bag quickly.) 2) Using the elastic band of the paper luggage tag secures the zipper shut and greatly reduces the chances of a handling mishap unzipping and dumping the bag, yet allows the TSA inspectors easy access for inspection. Looping the elastic through the zipper pull handles as I did takes only half a second. 3) In the case of a really bad baggage handling day in which many delayed bags arrive at an airport, the airline and its contractors who deliver delayed bags can be overwhelmed. In this case, often they don't have time to phone owners of missing bags; they just load up and attempt delivery to the address on the tag. If you have a good destination address visible on the outside of the bag, you're likely to get your bag much more quickly than waiting for the airline to match bags to missing bag reports and re-dispatch the delivery. I learned the above three tips the hard way in a lot of years of business travel. After inspection, my luggage tag was inside my luggage, performing none of the functions explained above as I had intended. I would appreciate if TSA inspectors would have returned my bag as they found it - with my luggage tag visible on the outside of the tag, and with the zipper pull handles secured together. Not only would returning property as you received it show respect for property and its owner, I would have had a bag much less likely to spill open in case of mishandling and much more likely to reunite with me quickly in the case of the primary luggage check tag being damaged.
(b) (6)
Agent Notes: Consumer Complaint BCC/CSM Response Consumer Complaint BCC/CSM Response, bcc CSM at OKC for follow-up:
(b) (6)
Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Opening Agent: Opened Date: 3/13/2008 10:42:31 AM Linked Event IDs:
Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, Airline: Subject Category: Mishandling of Passengers Property - Disarrayed Carry-on/Checked Baggage - Mishandling of Passengers Property Disarrayed Carry-on/Checked Baggage Interaction Type: COMPLAINT Response Email: From: Prior Vendor To:(b) (6) Subject: Re: air travel luggage inspection complaint <<#177996-253514#>> Body: <html><HEAD><STYLE>p {margin-bottom: 0; margin-top: 0;}</STYLE></HEAD><body><FONT SIZE="2"> <DIV STYLE="font-family: Arial;color: #000000;"><FONT size=3><FONT size=3><FONT size=3><FONT size=3><FONT size=3><FONT size=3><FONT size=3> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif">Thank you for your email message. We are sorry you were unhappy with your recent travel experience.</FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif"> <?xml:namespace prefix = o ns = "urn:schemas-microsoft-com:office:office" /><o:p></o:p></FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif">Because your complaint is regarding screening at OKC, we have forwarded a copy of your email to the Customer Service Manager at that airport. The Customer Service Manager is responsible for ensuring that the screener workforce adheres to TSA principles for professional processing.</FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif"> <o:p></o:p></FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif">We monitor the number and nature of complaints we receive to track trends and spot areas of concern that may require special attention. This ongoing process will enable us to ensure prompt, corrective action whenever we determine that security-screening policies need modification or specific employees or screener teams are the subjects of repeated complaints.</FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif"> <o:p></o:p></FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif">Again, the TSA offers sincere apologies for the discomfort you experienced while traveling and</FONT><SPAN style="FONT-SIZE: 12pt; FONT-FAMILY: Arial; mso-fareast-fontfamily: 'Times New Roman'; mso-ansi-language: EN-US; mso-fareast-language: EN-US; mso-bidi-language: AR-SA"> encourage you to check the latest information at <A href="http://www.tsa.gov/">www.tsa.gov</A>.</SPAN><FONT face=Arial></FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif"> <o:p></o:p></FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif">TSA Contact Center</FONT></P><FONT face="Tahoma, Verdana, Arial" size=2></FONT></FONT></FONT></FONT></FONT></FONT></FONT></FONT></DIV> <DIV STYLE="font-family: Arial;color: #000000;"></DIV> </FONT><BR><br><br><DIV>--- Original Message ---<BR>From: < (b) (6) gt;<BR>Received: 3/13/2008 10:42:31 AM Eastern Standard Time (GMT - 4:00 )<BR>To: "TSA Contact Center" <[email protected]><BR>Subject: air travel luggage inspection complaint<BR><BR><!-- BEGIN WEBMAIL STATIONERY --><!-- WEBMAIL STATIONERY noneset --> <DIV>I flew out of Oklahoma City (OKC) on Sunday, March 9 on Southwest #2, departing at 9:00am. I checked luggage at about 8:15am.</DIV> <DIV> </DIV> <DIV>My luggage was opened for inspection after I checked it, and TSA's usual 'form note' explaining that my bag had been opened and inspected was left inside my luggage. I have no complaint about the fact of TSA inspecting my checked luggage.</DIV> <DIV> </DIV> <DIV>I had placed one of Southwest's paper luggage tags with my destination address and mobile phone number through the zipper pull handles on my bag and secured it with its elastic loop. I did this for three reasons:</DIV> <DIV>1) A second tag easily visible on the outside of the checked bag with the passenger's name and destination greatly increases the change of the airline's quickly and correctly routing your bag in case the airline's baggage check tag is torn off. (If you have no other markings on the outside of your bag and the airline tag is torn off, the airline bag handlers are forced either to open your bag to try and figure out whose it is, or they wait for a lost bag report to figure it out. In neither case do you get your bag quickly.)</DIV> <DIV>2) Using the elastic band of the paper luggage tag secures the zipper shut and greatly reduces the chances of a handling mishap unzipping and dumping the bag, yet allows the TSA inspectors easy access for inspection. Looping the elastic through the zipper pull handles as I did takes only half a second.</DIV> <DIV>3) In the case of a really bad baggage handling day in which many delayed bags arrive at an airport, the airline and its contractors who deliver delayed bags can be overwhelmed. In this case, often they don't have time to phone owners of missing bags; they just load up and attempt delivery to the address on the tag. If you have a good destination address visible on the outside of the bag, you're likely to get your bag much more quickly than waiting for the airline to match bags to missing bag reports and re-dispatch the delivery.</DIV> <DIV>I learned the above three tips the hard way in a lot of years of business travel.</DIV>
<DIV> </DIV> <DIV>After inspection, my luggage tag was inside my luggage, performing none of the functions explained above as I had intended.</DIV> <DIV> </DIV> <DIV>I would appreciate if TSA inspectors would have returned my bag as they found it - with my luggage tag visible on the outside of the tag, and with the zipper pull handles secured together. Not only would returning property as you received it show respect for property and its owner, I would have had a bag much less likely to spill open in case of mishandling and much more likely to reunite with me quickly in the case of the primary luggage check tag being damaged.</DIV> <DIV> </DIV> <DIV>(b) (6) </DIV><!-- END WEBMAIL STATIONERY --></DIV><BR><BR>------ TCC Control Number: ------<BR><<#177996253514#>></body></html> END RECORD
CONTACT RECORD
EID: 50534010 Contact Type: Contact Date: Medium: EMAIL Contact Status: CLOSED Incident Date: Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: (b) (6) Subject: ISSUE, FW: Customer Service Feedback Body: -----Original Message----From: (b) (6) [mailto: Sent: Tuesday, January 22, 2008 12:38 PM To: OCR-externalcompliance, tsa Subject: Customer Service Feedback
(b) (6)
THIS GENERATED EMAIL HAS BEEN SENT FROM TSA INTERNET CONTACT US-CUSTOMER SERVICE Remote Client IP: (b) (6) System Time: 1/22/2008 12:38:18 PM __________________________________________ User Name:
(b) (6)
User Email:
(b) (6)
__________________________________________ To: [email protected] Category: Complaints Sub Category: Civil Rights Message: I was at the security check in at the OKC airport on Sunday Jan.20th 2008 on NWA flight 4710 to MSP. I needed a wheelchair from curb side and the curb side check in Agent said I had to go through security to get a wheelchair. My ticket has wheel chair assistant across the top, he gave me my boarding pass, he could see that. I will take that issue up with NWA. I slowly walked with my cane to security, showed my DL and boarding pass to the TSA lady, and when I went to walk past her to the bins to take off my shoes etc, I tripped on the edge of a thick rubber
mat and fell down to my knees. I twisted my ankle, hurt my wrist, and my knee. NO ONE IN SECURITY CAME TO HELP ME GET UP! I can not get up on my own. I have a good case of post polio. My son-in-law, (a Marine officer) came running to help me get up. The lady TSA agent called for a wheel chair for me. At the very least could not one of the TSA men standing around come to my aid? Dear God please do not tell me a 65 year old handicapped lady looks like she is a threat to anyone. (b) (6)
(b) (6)
__________________________________________ Date and Time of message: 1/22/2008 12:38:18 PM Agent Notes: Consumer Complaint BCC/CSM Response Consumer Complaint BCC/CSM Response, bcc (b) Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Opening Agent: Opened Date: 2/7/2008 8:55:23 AM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, Airline: Subject Category: Discourteous- Rude Employee - Discourteous- Rude Employee Interaction Type: COMPLAINT Response Email: From: Prior Vendor To: (b) (6) Subject: Re: Customer Service Feedback <<#139215-235322#>> Body: <html><HEAD><STYLE>p {margin-bottom: 0; margin-top: 0;}</STYLE></HEAD><body><HTML><HEAD><STYLE>p {margin-bottom: 0; margin-top: 0;}</STYLE></HEAD><body><FONT SIZE="2"> <DIV STYLE="font-family: Arial;color: #000000;"><FONT size=3><FONT size=3><FONT size=3><FONT size=3><FONT size=3><FONT size=3><FONT size=3> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif">Thank you for your email message. We are sorry you were unhappy with your recent travel experience.</FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif"> <?xml:namespace prefix = o ns = "urn:schemas-microsoft-com:office:office" /><o:p></o:p></FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif">Because your complaint is regarding screening at<SPAN style="mso-spacerun: yes"> OKC</SPAN>, we have forwarded a copy of your email to the Customer Service Manager at that airport. The Customer Service Manager is responsible for ensuring that the screener workforce adheres to TSA principles for professional processing.</FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif"> <o:p></o:p></FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif">We monitor the number and nature of complaints we receive to track trends and spot areas of concern that may require special attention. This ongoing process will enable us to ensure prompt, corrective action whenever we determine that security-screening policies need modification or specific employees or screener teams are the subjects of repeated complaints.</FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif"> <o:p></o:p></FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif">Again, the TSA offers sincere apologies for the discomfort you experienced while traveling and</FONT><SPAN style="FONT-SIZE: 12pt; FONT-FAMILY: Arial; mso-fareast-fontfamily: 'Times New Roman'; mso-ansi-language: EN-US; mso-fareast-language: EN-US; mso-bidi-language: AR-SA"> encourage you to check the latest information at <A href="http://www.tsa.gov/">www.tsa.gov</A>.</SPAN><FONT face=Arial></FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif"> <o:p></o:p></FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif">TSA Contact Center</FONT></P><FONT face="Tahoma, Verdana, Arial" size=2></FONT></FONT></FONT></FONT></FONT></FONT></FONT></FONT></DIV> <DIV STYLE="font-family: Arial;color: #000000;"><P><FONT size=2>-----Original Message-----</FONT> <BR><FONT size=2>From: [<A href="mailto:(b) (6) A>] </FONT><BR><FONT size=2>Sent: Tuesday, January 22, 2008 12:38 PM</FONT> <BR><FONT size=2>To: OCR-externalcompliance, tsa</FONT> <BR><FONT size=2>Subject: Customer Service Feedback</FONT> </P> <P><FONT size=2>THIS GENERATED EMAIL HAS BEEN SENT FROM TSA INTERNET CONTACT US-CUSTOMER</FONT> <BR><FONT
(6)
(b) (6)
size=2>SERVICE</FONT> </P> <P><FONT size=2>Remote Client IP: (b) (6) </FONT> <BR><FONT size=2>System Time: 1/22/2008 12:38:18 PM</FONT> <BR><FONT size=2>__________________________________________</FONT> </P> <P><FONT size=2>User Name: </FONT><BR><FONT size=2>(b) (6) </FONT> </P> <P><FONT size=2>User Email: </FONT><BR><FONT size=2>(b) (6) </FONT> <BR><FONT size=2>__________________________________________</FONT> </P> <P><FONT size=2>To:</FONT> <BR><FONT size=2>[email protected]</FONT> </P> <P><FONT size=2>Category: </FONT><BR><FONT size=2>Complaints</FONT> </P> <P><FONT size=2>Sub Category: </FONT><BR><FONT size=2>Civil Rights</FONT> </P> <P><FONT size=2>Message: </FONT><BR><FONT size=2>I was at the security check in at the OKC airport on Sunday Jan.20th</FONT> <BR><FONT size=2>2008 on NWA flight 4710 to MSP. I needed a wheelchair from curb side</FONT> <BR><FONT size=2>and the curb side check in Agent said I had to go through security to</FONT> <BR><FONT size=2>get a wheelchair. My ticket has wheel chair assistant across the top,</FONT> <BR><FONT size=2>he gave me my boarding pass, he could see that. I will take that issue</FONT> <BR><FONT size=2>up with NWA. I slowly walked with my cane to security, showed my DL and</FONT> <BR><FONT size=2>boarding pass to the TSA lady, and when I went to walk past her to the</FONT> <BR><FONT size=2>bins to take off my shoes etc, I tripped on the edge of a thick rubber</FONT> <BR><FONT size=2>mat and fell down to my knees. I twisted my ankle, hurt my wrist, and</FONT> <BR><FONT size=2>my knee. NO ONE IN SECURITY CAME TO HELP ME GET UP! I can not get up</FONT> <BR><FONT size=2>on my own. I have a good case of post polio. My son-in-law, (a Marine</FONT> <BR><FONT size=2>officer) came running to help me get up. The lady TSA agent called for</FONT> <BR><FONT size=2>a wheel chair for me. At the very least could not one of the TSA men</FONT> <BR><FONT size=2>standing around come to my aid? Dear God please do not tell me a 65</FONT> <BR><FONT size=2>year old handicapped lady looks like she is a threat to anyone. (b) (6) /FONT> <BR><FONT size=2>(b) (6) </FONT> </P> <P><FONT size=2>__________________________________________</FONT> <BR><FONT size=2>Date and Time of message: 1/22/2008 12:38:18 PM</FONT> </P></DIV></FONT><BR><BR>------ TCC Control Number: ------<BR><<#139215235322#>></BODY></HTML></body></html> END RECORD
CONTACT RECORD
EID: 50536667 Contact Type: Contact Date: Medium: EMAIL Contact Status: CLOSED Incident Date: Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: (b) (6) Subject: ISSUE, Customer Service Feedback Body: THIS GENERATED EMAIL HAS BEEN SENT FROM TSA INTERNET CONTACT US-CUSTOMER SERVICE Remote Client IP: (b) (6) System Time: 12/4/2007 2:54:44 PM __________________________________________ User Name:
(b) (6)
User Email:
(b) (6)
__________________________________________ To: [email protected] Category: Complaints Sub Category: Customer Service Message: Aprox 10:15 AM at Will Rogers International Airport (OKC) I was randomly chosen to be completely scanned and checked out. As you can understand I was a little frustrated because of my time constraint. I was to meet a friend of mine before he departed to get a document from him for me to take to denver. (he was on a diferant airline going a diferant way 20 min before I was to meet my flight) I voiced my frustration and was told not to use profanity. I ended the profanity and vented a few more words for my self (one of the lady's working at the time(b) (6) kept telling me to be quiet afer responding to her telling her I could speek for myself and that I wasn't directing anything I was saying towards anyone at that time she continued to instigate my anger and threatend to have me escorted away from the terminal. I told her I wasn't directing anything towards herself or any one person I was just frustrated at the situation knowing the document I needed was about to take off on another flight. she continued to instigate the confrontation instead of just leaving me alone, and when I told her she was making it worse and to stop talking to me she continued to bait me into her making me wait for a superviser to come like I was some kind of criminal. I am verry upset at her behavior towards me and how she handled the situation. I am not a criminal and I refuse to be treated like one. And her professionalism on a scale of 1-10 was a 0. nobody else there was a problem they where letting me vent. She on the other hand was being a BITCH!! for no reson whatsoever. And by the way I missed geting the document I needed and had to scratch my flight for later in the day untill I could get it faxed to me. I would apreciate your attention to this matter. Thank you
(b) (6)
__________________________________________ Date and Time of message: 12/4/2007 2:54:44 PM Agent Notes: Consumer Complaint BCC/CSM Response Consumer Complaint BCC/CSM Response, bcc (b) (6) Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Opening Agent: Opened Date: 12/10/2007 5:15:20 PM Linked Event IDs: Responses: Response Airport: OKCOKC,Oklahoma City, OK, USA - Will Rogers World Airport, Airline: Subject Category: Discourteous- Rude Employee - Discourteous- Rude Employee Interaction Type: COMPLAINT Response Email: From: Prior Vendor To:(b) (6) Subject: Re: Customer Service Feedback <<#148127-217022#>> Body: <html><HEAD><STYLE>p {margin-bottom: 0; margin-top: 0;}</STYLE></HEAD><body><FONT SIZE="2"> <DIV STYLE="font-family: Arial;color: #000000;"><FONT size=3><FONT size=3><FONT size=3><FONT size=3><FONT size=3><FONT size=3><FONT size=3> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif">Thank you for your email message. We are sorry you were unhappy with your recent travel experience.</FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif"> <?xml:namespace prefix = o ns = "urn:schemas-microsoft-com:office:office" /><o:p></o:p></FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif">Because your complaint is regarding screening at<SPAN style="mso-spacerun: yes"> Will Rogers</SPAN>, we have forwarded a copy of your email to the Customer Service Manager at that airport. The Customer Service Manager is responsible for ensuring that the screener workforce adheres to TSA principles for professional processing.</FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif"> <o:p></o:p></FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif">We monitor the number and nature of complaints we receive to track trends and spot areas of concern that may require special attention. This ongoing process will enable us to ensure prompt, corrective action whenever we determine that security-screening policies need modification or specific employees or screener teams are the subjects of repeated complaints.</FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif"> <o:p></o:p></FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif">Again, the TSA offers sincere apologies for the discomfort you experienced while traveling and</FONT><SPAN style="FONT-SIZE: 12pt; FONT-FAMILY: Arial; mso-fareast-fontfamily: 'Times New Roman'; mso-ansi-language: EN-US; mso-fareast-language: EN-US; mso-bidi-language: AR-SA"> encourage you to check the latest information at <A href="http://www.tsa.gov/">www.tsa.gov</A>.</SPAN><FONT face=Arial></FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif"> <o:p></o:p></FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif">TSA Contact Center</FONT></P><FONT face="Tahoma, Verdana, Arial" size=2></FONT></FONT></FONT></FONT></FONT></FONT></FONT></FONT></DIV> <DIV STYLE="font-family: Arial;color: #000000;"></DIV> </FONT><BR><br><br><DIV>--- Original Message ---<BR>From: < (b) (6) ><BR>Received: 12/10/2007 5:15:20 PM Eastern Standard Time (GMT - 5:00 )<BR>To: "TSA Contact Center" <[email protected]><BR>Subject: Customer Service Feedback<BR><BR> <META content="MS Exchange Server version 6.5.7638.1" name=Generator><!-- Converted from text/plain format --> <P><FONT size=2>THIS GENERATED EMAIL HAS BEEN SENT FROM TSA INTERNET CONTACT US-CUSTOMER SERVICE</FONT> </P> <P><FONT size=2>Remote Client IP: (b) (6) </FONT> <BR><FONT size=2>System Time: 12/4/2007 2:54:44 PM</FONT> <BR><FONT size=2>__________________________________________</FONT> </P> <P><FONT size=2>User Name: </FONT><BR><FONT size=2 (b) (6) </FONT> </P> <P><FONT size=2>User Email: </FONT><BR><FONT size=2 (b) (6) </FONT> <BR><FONT size=2>__________________________________________</FONT> </P> <P><FONT size=2>To:</FONT> <BR><FONT size=2>[email protected]</FONT> </P>
<P><FONT size=2>Category: </FONT><BR><FONT size=2>Complaints</FONT> </P> <P><FONT size=2>Sub Category: </FONT><BR><FONT size=2>Customer Service</FONT> </P> <P><FONT size=2>Message: </FONT><BR><FONT size=2>Aprox 10:15 AM at Will Rogers International Airport (OKC) I was randomly chosen to be completely scanned and checked out. As you can understand I was a little frustrated because of my time constraint. I was to meet a friend of mine before he departed to get a document from him for me to take to denver. (he was on a diferant airline going a diferant way 20 min before I was to meet my flight) I voiced my frustration and was told not to use profanity. I ended the profanity and vented a few more words for my self (one of the lady's working at the time (b) (6) kept telling me to be quiet afer responding to her telling her I could speek for myself and that I wasn't directing anything I was saying towards anyone at that time she continued to instigate my anger and threatend to have me escorted away from the terminal. I told her I wasn't directing anything towards herself or any one person I was just frustrated at the situation knowing the document I needed was about to take off on another flight. she continued to instigate the confrontation instead of just leaving me alone, and when I told her she was making it worse and to stop talking to me she continued to bait me into her making me wait for a superviser to come like I was some kind of criminal. I am verry upset at her behavior towards me and how she handled the situation. I am not a criminal and I refuse to be treated like one. And her professionalism on a scale of 1-10 was a 0. nobody else there was a problem they where letting me vent. She on the other hand was being a BITCH!! for no reson whatsoever. And by the way I missed geting the document I needed and had to scratch my flight for later in the day untill I could get it faxed to me. I would apreciate your attention to this matter.</FONT></P> <P><FONT size=2> Thank you </FONT></P> <P><FONT size=2>(b) (6) </FONT> </P> <P><FONT size=2>__________________________________________</FONT> <BR><FONT size=2>Date and Time of message: 12/4/2007 2:54:44 PM</FONT> </P></DIV><BR><BR>------ TCC Control Number: ------<BR><<#148127-217022#>></body></html> END RECORD
CONTACT RECORD
EID: 50539019 Contact Type: Contact Date: 2007-12-12 13:27:58 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2007-12-12 13:28:00 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: CallerGÇÖs luggage was delayed by the airline., Body: Agent Notes: Advised caller to contact airport. Provided airport phone number, Advised caller to contact airport. Provided airport phone number, Caller was told his luggage is in OKC Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Opening Agent: Opened Date: 12/12/2007 1:21:26 PM Linked Event IDs:
(b) (6)
Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, Airline: Delta Air Lines -¬Delta Air Lines -¬, Subject Category: Airline-Lost Baggage - Airline-Lost Baggage Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 505429 Contact Type: Normal/General Contact Date: Jun 11 2012 2:24PM Medium: Email Contact Status: Closed Incident Date: Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Not Provided Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: (b) (6) Subject: TSA Contact Us: All Other Inquiries Body: THIS GENERATED EMAIL HAS BEEN SENT FROM http://www.tsa.gov/contact/index.shtm -----------------------------------------------------------------------------------------------------------Remote Client IP: (b) (6) Date Time: 6/11/2012 2:24:21 PM ------------------------------------------------------------------------------------------------------------
Name: (b) (6) Email: (b) (6) Brief Description of Inquiry:perfume and makeup stolen Comments:hellowho do i need to talk with about my perfume and makeup missing when i received my luggage? I left OKC and arrived in MCI. Please let me know ASAP. Agent Notes: Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Jun 11 2012 5:04PM Opening Agent: (b) (6) Opened Date: 6/11/2012 5:00:10 PM Linked Event IDs: Responses: Response Template Name: Additional Information Needed Response Airport: OKC Airline: Subject Category: Mishandling of Passenger Property - Damaged/Missing Items--Checked Luggage w/out Claim Request Interaction Type: Complaint Response Email: From: (TSA Contact Center DO NOT REPLY) [email protected] To: (b) (6) Subject: In Response to your inquiry. Body: Thank you for your e-mail. The Transportation Security Administration is unable to respond to your inquiry with the information you provided. If you wish to pursue your request for information, please e-mail us with a detailed explanation of the information you are seeking.
You may also provide us with this information by calling the TSA Contact Center, toll-free at (866) 289-9673. If you are outside the United States or cannot use the toll-free number, please call us at (571) 227-2900. If your e-mail is related to a specific incident, please include the following details: •Specific name of the airport where the incident occurred •Date and time of incident •Airline •Gate Number •Baggage Claim Number •Contact number if one is available.
TSA Contact Center END RECORD
CONTACT RECORD
EID: 50546422 Contact Type: Contact Date: 2009-02-12 11:19:21 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2009-02-11 06:10:00 Contact Prefix: Contact First Name: Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Items missing from checked bag@(OKC & Valentines Day Card). Body: Agent Notes: Provided Lost and Found information to caller and explained claims process, Provided Lost and Found information to caller and explained claims process, NOI was not present Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Opening Agent: Opened Date: 2/12/2009 11:19:21 AM Linked Event IDs:
(b) (6)
Responses: Response Airport: OKCOKC,Oklahoma City, OK, USA - Will Rogers World Airport, Airline: Northwest Airlines -¬Northwest Airlines -¬, Subject Category: Claim Form Requests - Missing items from Checked Baggage - Claim Form Requests - Missing items from Checked Baggage Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 50552582 Contact Type: Contact Date: 2007-12-19 12:34:00 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2007-12-19 12:34:05 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: (b) (6) Subject: Items damaged in checked bag @ (OKC/missing computer disk,CD's) Enter date claim form was mailed., 12/20/07 Body: Agent Notes: Provided caller with information on the claims process, and SF-95 mailed on (12/20/07 Provided caller with information on the claims process, and SF-95 mailed on (12/20/07Provided caller with information on the claims process, and SF-95 mailed on (12/20/07) Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Opening Agent: Opened Date: 12/19/2007 12:34:00 PM Linked Event IDs:
(b) (6)
Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, Airline: Subject Category: Claim Form Requests-Checked Bag - Claim Form Requests-Checked Bag Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 50552882 Contact Type: Contact Date: Medium: EMAIL Contact Status: CLOSED Incident Date: Contact Prefix: Contact First Name: Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: (b) (6) Subject: ISSUE, ISSUE, FW: Customer Service Feedback Body:
(b) (6)
-----Original Message----From: (b) (6) Sent: Monday, November 05, 2007 1:54 AM To: OCR-externalcompliance, tsa Subject: Customer Service Feedback THIS GENERATED EMAIL HAS BEEN SENT FROM TSA INTERNET CONTACT US-CUSTOMER SERVICE Remote Client IP: (b) (6) System Time: 11/5/2007 1:53:37 AM __________________________________________ User Name:
(b) (6)
User Email:
(b) (6)
__________________________________________ To: [email protected] Category: Complaints Sub Category: Civil Rights Message: I feel I was violated,discriminated against and verbally insulted as I passed through security in Oklahoma City on Sunday, Nov 4, 2007. To whom should I address this complaint to? __________________________________________ Date and Time of message: 11/5/2007 1:53:37 AM
Agent Notes: Consumer Complaint BCC/CSM Response Consumer Complaint BCC/CSM Response, bcc (b) Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Opening Agent: Opened Date: 12/19/2007 1:52:08 PM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, Airline: Subject Category: Discourteous- Rude Employee - Discourteous- Rude Employee Interaction Type: COMPLAINT Response Email: From: Prior Vendor To:
(6)
(b) (6)
Subject: Re: Customer Service Feedback <<#95924-220034#>> Body: <html><HEAD><STYLE>p {margin-bottom: 0; margin-top: 0;}</STYLE></HEAD><body><HTML><HEAD><STYLE>p {margin-bottom: 0; margin-top: 0;}</STYLE></HEAD><body><FONT SIZE="2"> <DIV STYLE="font-family: Arial;color: #000000;"><FONT size=3><FONT size=3><FONT size=3><FONT size=3><FONT size=3><FONT size=3><FONT size=3> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif">Thank you for your email message. We are sorry you were unhappy with your recent travel experience.</FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif"> <?xml:namespace prefix = o ns = "urn:schemas-microsoft-com:office:office" /><o:p></o:p></FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif">Because your complaint is regarding screening at<SPAN style="mso-spacerun: yes"> OKC</SPAN>, we have forwarded a copy of your email to the Customer Service Manager at that airport. The Customer Service Manager is responsible for ensuring that the screener workforce adheres to TSA principles for professional processing.</FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif"> <o:p></o:p></FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif">We monitor the number and nature of complaints we receive to track trends and spot areas of concern that may require special attention. This ongoing process will enable us to ensure prompt, corrective action whenever we determine that security-screening policies need modification or specific employees or screener teams are the subjects of repeated complaints.</FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif"> <o:p></o:p></FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif">Again, the TSA offers sincere apologies for the discomfort you experienced while traveling and</FONT><SPAN style="FONT-SIZE: 12pt; FONT-FAMILY: Arial; mso-fareast-fontfamily: 'Times New Roman'; mso-ansi-language: EN-US; mso-fareast-language: EN-US; mso-bidi-language: AR-SA"> encourage you to check the latest information at <A href="http://www.tsa.gov/">www.tsa.gov</A>.</SPAN><FONT face=Arial></FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif"> <o:p></o:p></FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif">TSA Contact Center</FONT></P><FONT face="Tahoma, Verdana, Arial" size=2></FONT></FONT></FONT></FONT></FONT></FONT></FONT></FONT></DIV> <DIV STYLE="font-family: Arial;color: #000000;">-----Original Message-----<BR>From: (b) (6) <BR>Sent: Monday, November 05, 2007 1:54 AM<BR>To: OCR-externalcompliance, tsa<BR>Subject: Customer Service Feedback<BR><BR>THIS GENERATED EMAIL HAS BEEN SENT FROM TSA INTERNET CONTACT USCUSTOMER<BR>SERVICE<BR><BR>Remote Client IP: (b) (6) <BR>System Time: 11/5/2007 1:53:37 AM<BR>__________________________________________<BR><BR>User Name: <BR>(b) (6) <BR><BR>User Email: <BR (b) (6) <BR>__________________________________________<BR><BR>To:<BR>[email protected]<BR><BR>Category: <BR>Complaints<BR><BR>Sub Category: <BR>Civil Rights<BR><BR>Message: <BR>I feel I was violated,discriminated against and verbally insulted as I<BR>passed through security in Oklahoma City on Sunday, Nov 4, 2007. To<BR>whom should I address this complaint to?<BR><BR>__________________________________________<BR>Date and Time of message: 11/5/2007 1:53:37 AM</DIV></FONT><BR><BR>------ TCC Control Number: ------<BR><<#95924220034#>></BODY></HTML></body></html> END RECORD
CONTACT RECORD
EID: 50556130 Contact Type: Contact Date: 2007-12-20 16:58:33 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2007-12-19 13:09:00 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Items damaged in checked bag @ OKC - book damaged, camera box was also smashed, bag has hole. Body: Agent Notes: Provided caller with information on the claims process, and walked caller thru web for claim forms. Provided caller with information on the claims process, and walked caller thru web for claim forms. 12/19/07 NOI was not in bag UALA# 7383 @ 2:56pm Gate# C6 Bag# 3016UA-108242 Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Opening Agent: Opened Date: 12/20/2007 4:58:33 PM Linked Event IDs:
(b) (6)
Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, ORD Chicago, IL, USA - O'hare International Airport, DAY Dayton, OH, USA - James M Cox Dayton International, Airline: United Airlines -¬United Airlines -¬, Subject Category: Claim Form Requests-Checked Bag - Claim Form Requests-Checked Bag Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 50568711 Contact Type: Contact Date: 2007-12-28 10:08:06 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2007-12-27 11:24:00 Contact Prefix: (b) (6) Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Items missing from checked bag@ OKC & gold make-up . Walked caller thru website to download claim form. Body: Agent Notes: Provided Lost and Found information to caller and Walked caller thru website to download SF-95 form. Provided Lost and Found information to caller and Walked caller thru website to download SF-95 form. Caller states that a (NOI) was placed inside her luggage. Caller's Flight# UA 5366 Follow Up: To TSOC Date: From TSOC Date: Last Updated By: Last Update Date: Opening Agent: Opened Date: 12/28/2007 10:08:06 AM Linked Event IDs:
(b) (6)
(b) (6)
Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, Airline: United Airlines -¬United Airlines -¬, Subject Category: Claim Form Requests - Missing items from Checked Baggage - Claim Form Requests - Missing items from Checked Baggage Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 50572862 Contact Type: Contact Date: Medium: EMAIL Contact Status: CLOSED Incident Date: Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: (b) (6) Subject: ISSUE, Concerned Body: Hi, I was traveling to Oklahoma city on december 17th from Manchester, NH airport on an delta flight, because of technical issues they had recreated my itinerary and gave me first flight out in the morning after getting me a hotel room. on my way back from oklahoma city on december 26th. when i went through security they told me i was chosen to have my baggage checked by a TSA officer. i tried to ask why they couldn't give me an answer. Lady there did mention that if there was a change in flight then it happens sometimes. i did have flight changes on the 17th but i was not the only one. the flight was full that day and everyone had changes made to their schedules so why was i chosen? i think it had something to do with color of my skin. i have traveled so many times throughout united states and this is not the first time it has happened. why wasn't i given a proper reason to have my baggage checked? why at the last minute in front of public? they should ask if i want to be in a private area. it is very embarrassing to have everyone look at you while they're passing by especially a brown skinned person getting checked. i had tears rolling down my face. i was humiliated!!! i was also told i can have my name taken out so how do i do that? i deserve a proper answer. i dont' want two sentences written to apologize for this.
_____ Never miss a thing. <http://us.rd.yahoo.com/evt=51438/*http://www.yahoo.com/r/hs> Make Yahoo your homepage Agent Notes: Consumer Complaint BCC/CSM Response Consumer Complaint BCC/CSM Response, bcc (b) (6) Follow Up: To TSOC Date: From TSOC Date: Last Updated By: Last Update Date: Opening Agent: Opened Date: 12/31/2007 9:56:15 AM Linked Event IDs:
(b) (6)
Responses: Response Airport: OKCOKC,Oklahoma City, OK, USA - Will Rogers World Airport, Airline: Subject Category: Discourteous- Rude Employee - Discourteous- Rude Employee Interaction Type: COMPLAINT Response Email: From: Prior Vendor To: (b) (6) Subject: Re: Concerned <<#154316-224376#>>
Body: <html><HEAD><STYLE>p {margin-bottom: 0; margin-top: 0;}</STYLE></HEAD><body><FONT SIZE="2"> <DIV STYLE="font-family: Arial;color: #000000;"><FONT size=3><FONT size=3><FONT size=3><FONT size=3><FONT size=3><FONT size=3><FONT size=3> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif">Thank you for your email message. We are sorry you were unhappy with your recent travel experience.</FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif"> <?xml:namespace prefix = o ns = "urn:schemas-microsoft-com:office:office" /><o:p></o:p></FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif">Because your complaint is regarding screening at<SPAN style="mso-spacerun: yes"> OKC</SPAN>, we have forwarded a copy of your email to the Customer Service Manager at that airport. The Customer Service Manager is responsible for ensuring that the screener workforce adheres to TSA principles for professional processing.</FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif"> <o:p></o:p></FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif">We monitor the number and nature of complaints we receive to track trends and spot areas of concern that may require special attention. This ongoing process will enable us to ensure prompt, corrective action whenever we determine that security-screening policies need modification or specific employees or screener teams are the subjects of repeated complaints.</FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif"> <o:p></o:p></FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif">Again, the TSA offers sincere apologies for the discomfort you experienced while traveling and</FONT><SPAN style="FONT-SIZE: 12pt; FONT-FAMILY: Arial; mso-fareast-fontfamily: 'Times New Roman'; mso-ansi-language: EN-US; mso-fareast-language: EN-US; mso-bidi-language: AR-SA"> encourage you to check the latest information at <A href="http://www.tsa.gov/">www.tsa.gov</A>.</SPAN><FONT face=Arial></FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif"> <o:p></o:p></FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif">TSA Contact Center</FONT></P><FONT face="Tahoma, Verdana, Arial" size=2></FONT></FONT></FONT></FONT></FONT></FONT></FONT></FONT></DIV> <DIV STYLE="font-family: Arial;color: #000000;"></DIV> </FONT><BR><br><br><DIV>--- Original Message ---<BR>From: (b) (6) ><BR>Received: 12/31/2007 9:56:15 AM Eastern Standard Time (GMT - 5:00 )<BR>To: "TSA Contact Center" <[email protected]><BR>Subject: Concerned<BR><BR> <DIV>Hi,</DIV> <DIV>I was traveling to Oklahoma city on december 17th from Manchester, NH airport on an delta flight, because of technical issues they had recreated my itinerary and gave me first flight out in the morning after getting me a hotel room. </DIV> <DIV>on my way back from oklahoma city on december 26th. when i went through security they told me i was chosen to have my baggage checked by a TSA officer. i tried to ask why they couldn't give me an answer. Lady there did mention that if there was a change in flight then it happens sometimes. i did have flight changes on the 17th but i was not the only one. the flight was full that day and everyone had changes made to their schedules so why was i chosen? i think it had something to do with color of my skin. i have traveled so many times throughout united states and this is not the first time it has happened. why wasn't i given a proper reason to have my baggage checked? why at the last minute in front of public? they should ask if i want to be in a private area. it is very embarrassing to have everyone look at you while they're passing by especially a brown skinned person getting checked. i had tears rolling down my face. i was humiliated!!! </DIV> <DIV>i was also told i can have my name taken out so how do i do that? </DIV> <DIV>i deserve a proper answer. i dont' want two sentences written to apologize for this. </DIV> <DIV> </DIV> <P> <HR SIZE=1> Never miss a thing. <A href="http://us.rd.yahoo.com/evt=51438/*http://www.yahoo.com/r/hs">Make Yahoo your homepage.</A></DIV><BR><BR>------ TCC Control Number: ------<BR><<#154316-224376#>></body></html> END RECORD
CONTACT RECORD
EID: 50576372 Contact Type: Contact Date: 2008-01-02 16:54:53 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2008-01-02 16:55:15 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Items missing from checked bag @ OKC (1 DVD, 1 pocket knife). States that there was a NOI in his bag Body: Agent Notes: Provided Lost and Found information to caller and walked caller thru claim form via TSA Website Provided Lost and Found information to caller and walked caller thru claim form via TSA Website. Follow Up: To TSOC Date: From TSOC Date: Last Updated By: Last Update Date: Opening Agent: Opened Date: 1/2/2008 4:54:53 PM Linked Event IDs:
(b) (6)
Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, Airline: Subject Category: Claim Form Requests - Missing items from Checked Baggage - Claim Form Requests - Missing items from Checked Baggage Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 50577889 Contact Type: Contact Date: 2008-01-03 13:12:13 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2008-01-03 13:14:59 Contact Prefix: Contact First Name: Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: (b) (6) Contact Address 2: Contact City: (b) (6) Contact State: (b) (6) Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Items damaged in checked bag @ OKC (lotions spillage on clothing) SF95 mailed 1-4-2008. States that there was a NOI. Body: Agent Notes: SF-95 mailed on (1-4-2008) SF-95 mailed on (1-4-2008) Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Opening Agent: Opened Date: 1/3/2008 1:12:13 PM Linked Event IDs:
(b) (6)
Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, Airline: Subject Category: Claim Form Requests-Checked Bag - Claim Form Requests-Checked Bag Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 50579506 Contact Type: Contact Date: Medium: EMAIL Contact Status: CLOSED Incident Date: Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: (b) (6) Subject: ISSUE, Customer Service Feedback Body: THIS GENERATED EMAIL HAS BEEN SENT FROM TSA INTERNET CONTACT US-CUSTOMER SERVICE Remote Client IP: (b) (6) System Time: 1/2/2008 5:18:51 PM __________________________________________ User Name:
(b) (6)
User Email:
(b) (6)
__________________________________________ To: [email protected] Category: Complaints Sub Category: Customer Service Message: On 1 Jan 2008 between 6 and 6:30 AM, my wife and I were processed through security lane 2 at the Oklahoma City airport. The screener who was checking the bags was engaged in a very lengthy conversation with one of his coworkers. It did not appear to be work related and was very obviously distracting him from his job of screening, besides holding up passengers trying to get through the line. I went to one of the other TSA employees who was standing in the background observing the lines and talked with him about it. When I pointed the two employees out to him he agreed that they were not supposed to be doing that. I explained that after seeing the lack of attention to the job displayed I was not all that confident of our security. He basically agreed, but as I left I could see that he was returning to his "watch" mode rather than speaking with the employees in question. I realize that your employees are for the most part, hard working and concientious. The two I observed, though, definately contribute to low satisfaction ratings. __________________________________________ Date and Time of message: 1/2/2008 5:18:51 PM Agent Notes: Consumer Complaint BCC/CSM Response Consumer Complaint BCC/CSM Response, bcc/ (b) Follow Up: To TSOC Date:
(6)
From TSOC Date: Last Updated By: Last Update Date: Opening Agent: Opened Date: 1/3/2008 5:18:10 PM Linked Event IDs:
(b) (6)
Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, Airline: Subject Category: Screener Inattentive to Duties- Lax Security - Screener Inattentive to Duties- Lax Security Interaction Type: COMPLAINT Response Email: From: Prior Vendor To:
(b) (6)
Subject: Re: Customer Service Feedback <<#155651-225983#>> Body: <html><HEAD><STYLE>p {margin-bottom: 0; margin-top: 0;}</STYLE></HEAD><body><FONT SIZE="2"> <DIV STYLE="font-family: Arial;color: #000000;"><FONT size=3><FONT size=3><FONT size=3><FONT size=3><FONT size=3><FONT size=3><FONT size=3> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif">Thank you for your email message. We are sorry you were unhappy with your recent travel experience.</FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif"> <?xml:namespace prefix = o ns = "urn:schemas-microsoft-com:office:office" /><o:p></o:p></FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif">Because your complaint is regarding screening at<SPAN style="mso-spacerun: yes"> Oklahoma City</SPAN>, we have forwarded a copy of your email to the Customer Service Manager at that airport. The Customer Service Manager is responsible for ensuring that the screener workforce adheres to TSA principles for professional processing.</FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif"> <o:p></o:p></FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif">We monitor the number and nature of complaints we receive to track trends and spot areas of concern that may require special attention. This ongoing process will enable us to ensure prompt, corrective action whenever we determine that security-screening policies need modification or specific employees or screener teams are the subjects of repeated complaints.</FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif"> <o:p></o:p></FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif">Again, the TSA offers sincere apologies for the discomfort you experienced while traveling and</FONT><SPAN style="FONT-SIZE: 12pt; FONT-FAMILY: Arial; mso-fareast-fontfamily: 'Times New Roman'; mso-ansi-language: EN-US; mso-fareast-language: EN-US; mso-bidi-language: AR-SA"> encourage you to check the latest information at <A href="http://www.tsa.gov/">www.tsa.gov</A>.</SPAN><FONT face=Arial></FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif"> <o:p></o:p></FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif">TSA Contact Center</FONT></P><FONT face="Tahoma, Verdana, Arial" size=2></FONT></FONT></FONT></FONT></FONT></FONT></FONT></FONT></DIV> <DIV STYLE="font-family: Arial;color: #000000;"></DIV> </FONT><BR><br><br><DIV>--- Original Message ---<BR>From: <(b) (6) ><BR>Received: 1/3/2008 5:18:10 PM Eastern Standard Time (GMT - 5:00 )<BR>To: "TSA Contact Center" <[email protected]><BR>Subject: Customer Service Feedback<BR><BR> <META content="MS Exchange Server version 6.5.7638.1" name=Generator><!-- Converted from text/plain format --> <P><FONT size=2>THIS GENERATED EMAIL HAS BEEN SENT FROM TSA INTERNET CONTACT US-CUSTOMER SERVICE</FONT> </P> <P><FONT size=2>Remote Client IP: (b) (6) </FONT> <BR><FONT size=2>System Time: 1/2/2008 5:18:51 PM</FONT> <BR><FONT size=2>__________________________________________</FONT> </P> <P><FONT size=2>User Name: </FONT><BR><FONT size=2>(b) (6) </FONT> </P> <P><FONT size=2>User Email: </FONT><BR><FONT size=2 (b) (6) /FONT> <BR><FONT size=2>__________________________________________</FONT> </P> <P><FONT size=2>To:</FONT> <BR><FONT size=2>[email protected]</FONT> </P> <P><FONT size=2>Category: </FONT><BR><FONT size=2>Complaints</FONT> </P> <P><FONT size=2>Sub Category: </FONT><BR><FONT size=2>Customer Service</FONT> </P> <P><FONT size=2>Message: </FONT><BR><FONT size=2>On 1 Jan 2008 between 6 and 6:30 AM, my wife and I were processed through security lane 2 at the Oklahoma City airport. The screener who was checking the bags was engaged in a very lengthy conversation with one of his coworkers. It did not appear to be work related and was very obviously distracting him from his job of screening, besides holding up passengers trying to get through the line. I went to one of the other TSA employees who was standing in the background observing the lines and talked with him about it. When I pointed the two employees out to him he
agreed that they were not supposed to be doing that. I explained that after seeing the lack of attention to the job displayed I was not all that confident of our security. He basically agreed, but as I left I could see that he was returning to his "watch" mode rather than speaking with the employees in question.</FONT></P> <P><FONT size=2>I realize that your employees are for the most part, hard working and concientious. The two I observed, though, definately contribute to low satisfaction ratings.</FONT></P> <P><FONT size=2>__________________________________________</FONT> <BR><FONT size=2>Date and Time of message: 1/2/2008 5:18:51 PM</FONT> </P></DIV><BR><BR>------ TCC Control Number: ------<BR><<#155651-225983#>></body></html> END RECORD
CONTACT RECORD
EID: 50584915 Contact Type: Contact Date: 2008-08-21 14:42:35 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2008-08-15 14:42:35 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Caller wanted to report that screener made mess of checked bag and items were not re-packed properly after screening at OKA Body: Agent Notes: Advised caller we would note issue, and an FYI will be sent to the CSM at that airport who oversees the screening operation. Offered a claim form. Advised caller we would note issue, and an FYI will be sent to the CSM at that airport who oversees the screening operation. Offered a claim form., The following information has been received by the TSA Contact Center and it is being forwarded to you for your review and/or follow-up. Please reply by email, to the TCC Customer Service Representative sending this message, with the actions taken to resolve this consumers' issue.
(b) (6)
Brief Description: stated that she had medication that was spilled into and all over his suitcase. She also stated that she had pink blush broken and got all over her entire suitcase and wasnt interested in filing a claim, however, she wants to formally complain against TSA. I apologized to the caller on behalf of TSA and reassured her that his complaint would be sent to the appropriate department. Please contact her in regards to his concerns. Thank you for your future assistance. Date of Incident: 8/15/08 Customer Name:(b) (6) Customer Contact Information: Airport: OKA Airline: Nortwest Flight#: (n/a) caller unsure Terminal/Gate: 8 Checked bags: 1 Baggage Tag #: (n/a) caller unsure Check In/Incident Time: 3:00 pm Event ID #: 300149154280821
(b) (6)
(b) (6)
Follow Up: To TSOC Date: From TSOC Date: Last Updated By: Last Update Date: Opening Agent: Opened Date: 8/21/2008 2:42:35 PM Linked Event IDs:
(b) (6)
Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, DTW Detroit, MI, USA - Detroit Metropolitan Airport, Airline: Northwest Airlines -¬Northwest Airlines -¬, Subject Category: Mishandling of Passengers Property - Disarrayed Carry-on/Checked Baggage - Mishandling of Passengers Property -
Disarrayed Carry-on/Checked Baggage Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 50587725 Contact Type: Contact Date: Medium: EMAIL Contact Status: CLOSED Incident Date: Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: ISSUE, Collectibles Policy Body: Dear Sirs:
(b) (6)
I just wanted to let you know of a little encounter I had with one of your "employees" at the OKC airport. I was late for my flight to SLC and was detained in your security area due to a knife that I had in my possession. It had slipped my mind about it being in my pocket. Don't be alarmed, it was only a 2" blade(Case). My dearly departed daddy gave it to me, so it was very dear to me. I don't have a problem with it being confiscated, but the fat bastard(please excuse my language) that was giving me the hard time was "eyeballing it", in other words he was intent on keeping it for himself. I've been through many airports and have personally witnessed how well the security checkpoints are ran. In fact I applaud your organization for how well of a job you're doing. However, I feel that you should have some form of collection box, lack of better term, for just such an event. The indiviidual upon return could pick up said item. If he won't be back, then an option to have it sent, at his expense of course, to his address. I know that I'm not the only person to have experience this and I shudder to think of what all the TSA employees are gaining from our misfortunes. That fat bastard using my daddy's knife just makes me ill. As you can tell that knife carried alot of sentimental value with me. It had been in my family for many years. I must remind you that I was running late and could have missed my flight. My intentions are to keep "raising a fuss" until something is done about it. I will start with this step and move up the chain of command. I know that my heirloom is gone, but I hope that I can prevent any future travelers the same misfortune I encountered.
Sincerely,
(b) (6)
TEAM TOMAC Agent Notes: Consumer Complaint BCC/CSM Response Consumer Complaint BCC/CSM Response, BCC SHM/CSQIM(b)
(6)
(b) (6)
Follow Up: To TSOC Date:
From TSOC Date: Last Updated By: (b) (6) Last Update Date: Opening Agent: Opened Date: 6/22/2008 11:25:46 AM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, Airline: Subject Category: Allowance of Acceptable Items-Permitted/Prohibited - Allowance of Acceptable Items-Permitted/Prohibited Interaction Type: COMPLAINT Response Email: From: Prior Vendor To:(b) (6) Subject: Re: Collectibles Policy <<#211344-293565#>> Body: <html><HEAD><STYLE>p {margin-bottom: 0; margin-top: 0;}</STYLE></HEAD><body><FONT SIZE="2"> <DIV STYLE="font-family: Arial;color: #000000;"><FONT size=3><FONT size=3><FONT size=3><FONT size=3><FONT size=3><FONT size=3><FONT size=3> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif">Thank you for your email message. We are sorry you were unhappy with your recent travel experience.</FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif"> <?xml:namespace prefix = o ns = "urn:schemas-microsoft-com:office:office" /><o:p></o:p></FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif">Because your complaint is regarding screening at<SPAN style="mso-spacerun: yes"> OKC</SPAN>, we have forwarded a copy of your email to the Customer Service Manager at that airport. The Customer Service Manager is responsible for ensuring that the screener workforce adheres to TSA principles for professional processing.</FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif"> <o:p></o:p></FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif">We monitor the number and nature of complaints we receive to track trends and spot areas of concern that may require special attention. This ongoing process will enable us to ensure prompt, corrective action whenever we determine that security-screening policies need modification or specific employees or screener teams are the subjects of repeated complaints.</FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif"> <o:p></o:p></FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif">Again, the TSA offers sincere apologies for the discomfort you experienced while traveling and</FONT><SPAN style="FONT-SIZE: 12pt; FONT-FAMILY: Arial; mso-fareast-fontfamily: 'Times New Roman'; mso-ansi-language: EN-US; mso-fareast-language: EN-US; mso-bidi-language: AR-SA"> encourage you to check the latest information at <A href="http://www.tsa.gov/">www.tsa.gov</A>.</SPAN><FONT face=Arial></FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif"> <o:p></o:p></FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif">TSA Contact Center</FONT></P><FONT face="Tahoma, Verdana, Arial" size=2></FONT></FONT></FONT></FONT></FONT></FONT></FONT></FONT></DIV> <DIV STYLE="font-family: Arial;color: #000000;"></DIV> </FONT><BR><br><br><DIV>--- Original Message ---<BR>From: (b) (6) <(b) (6) ><BR>Received: 6/22/2008 11:25:46 AM Eastern Standard Time (GMT - 4:00 )<BR>To: "TSA Contact Center" <[email protected]><BR>Subject: Collectibles Policy<BR><BR> <TABLE cellSpacing=0 cellPadding=0 border=0> <TBODY> <TR> <TD vAlign=top> <P>Dear Sirs:</P> <P>I just wanted to let you know of a little encounter I had with one of your "employees" at the OKC airport. I was late for my flight to SLC and was detained in your security area due to a knife that I had in my possession. It had slipped my mind about it being in my pocket. Don't be alarmed, it was only a 2" blade(Case). My dearly departed daddy gave it to me, so it was very dear to me. I don't have a problem with it being confiscated, but the fat bastard(please excuse my language) that was giving me the hard time was "eyeballing it", in other words he was intent on keeping it for himself. I've been through many airports and have personally witnessed how well the security checkpoints are ran. In fact I applaud your organization for how well of a job you're doing. However, I feel that you should have some form of collection box, lack of better term, for just such an event. The indiviidual upon return could pick up said item. If he won't be back, then an option to have it sent, at his expense of course, to his address. I know that I'm not the only person to have experience this and I shudder to think of what all the TSA employees are gaining from our misfortunes. That fat bastard using my daddy's knife just makes me ill. As you can tell that knife carried alot of sentimental value with me.
It had been in my family for many years. I must remind you that I was running late and could have missed my flight.</P> <P>My intentions are to keep "raising a fuss" until something is done about it. I will start with this step and move up the chain of command. I know that my heirloom is gone, but I hope that I can prevent any future travelers the same misfortune I encountered. </P> <P> </P> <P>Sincerely,</P> <P> </P> <P> </P> <P <P <P /P> <P 95<BR><BR><SPAN style="FONT-WEIGHT: bold">TEAM TOMAC</SPAN></P></TD></TR></TBODY></TABLE><BR></DIV><BR><BR>------ TCC Control Number: ------<BR><<#211344293565#>></body></html> END RECORD
(b) (6)
CONTACT RECORD
EID: 50588041 Contact Type: Contact Date: 2008-01-09 18:18:47 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2008-01-09 18:18:47 Contact Prefix: Ms. Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: On a flight on Monday. NOI in her bag. Why was her bag inspected. Her son's nebulizer was damaged.Items missing from checked bag OKC - nebulizer was damaged. Body: Agent Notes: Provided the website information for filing a claim Provided the website information for filing a claim Provided the website information for filing a claim Provided the website information for filing a claimProvided the website information for filing a claim Follow Up: To TSOC Date: From TSOC Date: Last Updated By: Last Update Date: Opening Agent: Opened Date: 1/9/2008 6:18:47 PM Linked Event IDs:
(b) (6)
Responses: Response Airport: OKCOKC,Oklahoma City, OK, USA - Will Rogers World Airport, Airline: Subject Category: Claim Form Requests - Missing items from Checked Baggage - Claim Form Requests - Missing items from Checked Baggage Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 50589622 Contact Type: Contact Date: 2008-05-22 12:04:28 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2008-05-13 08:00:00 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Caller said he made it through the security checkpoint through the metal detector with metal items in his pockets. Body: Agent Notes: Advised caller that we would send a message to the CSM about the situation Advised caller that we would send a message to the CSM about the situation Money Clip, Car Keys made it through the metal detector.
The TCC received the following information and we are forwarding this to you for action. We are forwarding this information for your review or follow-up. Please reply by email, to the TCC Customer Service Representative sending this message, with the results of any follow up action taken on this contact. Brief Description: just wanted to say that he got through a metal detector with his car-keys and a money clip with a significant amount of metal on it. He just wants somebody to know that the metal detector may not be working up to standards. He does not care if he is contacted about this situation.
(b) (6)
Date of Incident: 5/13/08 Customer Name: (b) (6) Customer Contact Information: (b) (6) Airport: OKC Airline: N/A Flight#: N/A Terminal/Gate:N/A Check In/Incident Time: 8:00 AM Carry On or Checked Baggage: Carry On Event ID# : 300197431480522
Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Opening Agent: Opened Date: 5/22/2008 12:04:28 PM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport,
Airline: Subject Category: Discourteous- Rude Employee - Discourteous- Rude Employee Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 50596724 Contact Type: Contact Date: Medium: EMAIL Contact Status: CLOSED Incident Date: Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: ISSUE, Missing Necklace Body: My name is (b) (6) Phone number (b)
(b) (6)
(b) (6)
(6)
I travel led from Oklahoma City to Ft Lauderdale Florida in November. During this to and from trip someone went through my baggage. A card was left in the bag. I was unaware that it was one of my bags. My son was travelling with me and mentioned that we had a bag that was searched but I thought he was talking about his bag. Obviously it was one of mine, however. I had a pink silk bag with my diamond Cross necklace in the bag. I did not wear the necklace during my trip and when I returned home I put the bag in my safe until my next trip. Last week I took my pink bag to Texas with me and when I opened the bag to get my necklace it was not there. Can you tell me who checked my bags in November? I want my necklace back. I have a copy of my itinerary if that would be helpful. I would like someone to contact me and I would like this situation to be looked into, please. My two sons gave me that necklace and I would like it back. Thanking you in advance,
(b) (6)
_____ Be a better friend, newshound, and know-it-all with Yahoo! Mobile. <http://us.rd.yahoo.com/evt=51733/*http://mobile.yahoo.com/;_ylt=Ahu06i62sR8HDtDypao8Wcj9tAcJ> Try it now Agent Notes: Claim Request Claim Request, Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Opening Agent: Opened Date: 2/13/2008 1:28:05 PM Linked Event IDs: Responses: Response
Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, Airline: Subject Category: Claim Form Requests - Missing items from Checked Baggage - Claim Form Requests - Missing items from Checked Baggage Interaction Type: COMPLAINT Response Email: From: Prior Vendor To:(b) (6) Subject: Re: Missing Necklace <<#165630-237913#>> Body: <html><HEAD><STYLE>p {margin-bottom: 0; margin-top: 0;}</STYLE></HEAD><body><FONT SIZE="2"> <DIV STYLE="font-family: Arial;color: #000000;"></DIV> <DIV STYLE="font-family: Arial;color: #000000;"><FONT size=3><FONT size=3><FONT size=3><FONT size=3><FONT size=3> <P class=MsoNormal style="MARGIN: 0in 0in 0pt; mso-layout-grid-align: none"><SPAN style="FONT-SIZE: 11pt; mso-bidi-font-size: 10.0pt"><FONT face="Arial, Helvetica, sans-serif" size=3>Thank you for your e-mail message.<SPAN style="mso-spacerun: yes"> </SPAN></FONT></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt; mso-layout-grid-align: none"><SPAN style="FONT-SIZE: 11pt; FONT-FAMILY: Fixedsys; mso-bidi-font-size: 9.0pt; mso-bidi-font-family: Fixedsys"><FONT face="Arial, Helvetica, sans-serif"><FONT size=3> </FONT></FONT></SPAN><SPAN style="FONT-SIZE: 11pt; FONT-FAMILY: Fixedsys; mso-bidi-font-size: 9.0pt; mso-bidifont-family: Fixedsys"><FONT face="Arial, Helvetica, sans-serif"><FONT size=3> <?xml:namespace prefix = o ns = "urn:schemasmicrosoft-com:office:office" /><o:p></o:p></FONT></FONT></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt; mso-layout-grid-align: none"><SPAN style="FONT-SIZE: 11pt; FONT-FAMILY: Fixedsys; mso-bidi-font-size: 9.0pt; mso-bidi-font-family: Fixedsys"><FONT face="Arial, Helvetica, sans-serif"><FONT size=3>The Transportation Security Administration (TSA) is responsible for reviewing all claims relating to the screening of passengers and their baggage.<SPAN style="mso-spacerun: yes"> </SPAN>In order to protect your rights under federal law and to file a valid claim, you must send your claim in writing to TSA, stating the circumstances of the loss and the exact amount you are claiming (fair market value of lost or destroyed property, reasonable cost of repair for damaged property), within two years after your claim accrued.<SPAN style="mso-spacerun: yes"> </SPAN>The claim must be signed by you or your authorized representative (e.g., an attorney or other personal representative with appropriate proof of authority).<SPAN style="mso-spacerun: yes"> </SPAN><o:p></o:p></FONT></FONT></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt; mso-layout-grid-align: none"><SPAN style="FONT-SIZE: 11pt; FONT-FAMILY: Fixedsys; mso-bidi-font-size: 9.0pt; mso-bidi-font-family: Fixedsys"><FONT face="Arial, Helvetica, sans-serif"><FONT size=3> <o:p></o:p></FONT></FONT></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt; mso-layout-grid-align: none"><SPAN style="FONT-SIZE: 11pt; FONT-FAMILY: Fixedsys; mso-bidi-font-size: 9.0pt; mso-bidi-font-family: Fixedsys"><FONT face="Arial, Helvetica, sans-serif"><FONT size=3>You can satisfy the notice requirement by filling out the attached Standard Form 95 (claim form) in accordance with the instructions, and returning it to the address in box #1.<SPAN style="mso-spacerun: yes"> </SPAN>Please be sure to follow the instructions carefully, and to fill out the claim form completely.<SPAN style="mso-spacerun: yes"> </SPAN>While use of the form is not mandatory, it will help you ensure that you meet the legal requirements for filing a claim.<SPAN style="mso-spacerun: yes"> </SPAN><o:p></o:p></FONT></FONT></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt; mso-layout-grid-align: none"><SPAN style="FONT-SIZE: 11pt; FONT-FAMILY: Fixedsys; mso-bidi-font-size: 9.0pt; mso-bidi-font-family: Fixedsys"><FONT face="Arial, Helvetica, sans-serif"><FONT size=3> <o:p></o:p></FONT></FONT></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt; mso-layout-grid-align: none"><SPAN style="FONT-SIZE: 11pt; FONT-FAMILY: Fixedsys; mso-bidi-font-size: 9.0pt; mso-bidi-font-family: Fixedsys"><FONT face="Arial, Helvetica, sans-serif"><FONT size=3>Once the Claims Management Office has received your claim form, you will be sent a letter of acknowledgement and a claim number.<SPAN style="mso-spacerun: yes"> </SPAN>You should keep the claim number for future reference when inquiring about your claim.<SPAN style="mso-spacerun: yes"> </SPAN>TSA will try to resolve your claim as quickly as possible, but it may need time to make a further investigation of the facts.<SPAN style="mso-spacerun: yes"> </SPAN>If TSA denies your claim, or has not finally resolved it within six months after you have filed it, you may have a right to bring your claim to court.<SPAN style="msospacerun: yes"> </SPAN><o:p></o:p></FONT></FONT></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt; mso-layout-grid-align: none"><SPAN style="FONT-SIZE: 11pt; FONT-FAMILY: Fixedsys; mso-bidi-font-size: 9.0pt; mso-bidi-font-family: Fixedsys"><FONT face="Arial, Helvetica, sans-serif"><FONT size=3> <o:p></o:p></FONT></FONT></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt; mso-layout-grid-align: none"><SPAN style="FONT-SIZE: 11pt; FONT-FAMILY: Fixedsys; mso-bidi-font-size: 9.0pt; mso-bidi-font-family: Fixedsys"><FONT face="Arial, Helvetica, sans-serif"><FONT size=3>Please visit TSAGÇÖs Claims Management OfficeGÇÖs website at </FONT><A title=blocked::https://claims.tsa.dhs.gov/ href="https://claims.tsa.dhs.gov/"><FONT size=3>https://claims.tsa.dhs.gov</FONT></A></FONT><FONT face="Arial, Helvetica, sansserif"><FONT size=3> for information related to filing a claim, checking the status of a claim and other claim related issues.<o:p></o:p></FONT></FONT></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt; mso-layout-grid-align: none"><SPAN style="FONT-SIZE: 11pt; FONT-FAMILY: Fixedsys; mso-bidi-font-size: 9.0pt; mso-bidi-font-family: Fixedsys"><FONT face="Arial, Helvetica, sans-serif"><FONT
size=3> <o:p></o:p></FONT></FONT></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt; mso-layout-grid-align: none"><SPAN style="FONT-SIZE: 11pt; FONT-FAMILY: Fixedsys; mso-bidi-font-size: 9.0pt; mso-bidi-font-family: Fixedsys"><FONT face="Arial, Helvetica, sans-serif" size=3>We hope that this provides you with all of the information you need. If you have additional questions related to the claims process, please contact the Claims Management Office at </FONT><A href="mailto:[email protected]"><SPAN style="COLOR: windowtext"><FONT face="Arial, Helvetica, sans-serif" size=3>[email protected]</FONT></SPAN></A><FONT face="Arial, Helvetica, sans-serif" size=3>. </FONT></SPAN><SPAN style="FONT-SIZE: 11pt; mso-bidi-font-size: 12.0pt"><FONT face="Arial, Helvetica, sansserif"><FONT size=3>Please visit our website at <A href="http://www.tsa.gov/">www.tsa.gov</A> for additional information about TSA.<SPAN style="mso-spacerun: yes"> </SPAN>We continue to add new information and encourage you to check the website frequently for updated information.<o:p></o:p></FONT></FONT></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt; mso-layout-grid-align: none"><SPAN style="FONT-SIZE: 11pt; FONT-FAMILY: Fixedsys; mso-bidi-font-size: 9.0pt; mso-bidi-font-family: Fixedsys"><FONT face="Arial, Helvetica, sans-serif"><FONT size=3> <o:p></o:p></FONT></FONT></SPAN></P><SPAN style="FONT-SIZE: 11pt; FONT-FAMILY: Fixedsys; mso-fareast-fontfamily: 'Times New Roman'; mso-ansi-language: EN-US; mso-fareast-language: EN-US; mso-bidi-language: AR-SA; mso-bidi-font-size: 9.0pt; mso-bidi-font-family: Fixedsys"><FONT face="Arial, Helvetica, sans-serif" size=3>TSA Contact Center</FONT></SPAN></FONT></FONT></FONT></FONT></FONT></DIV> </FONT><BR><br><br><DIV>--- Original Message ---<BR>From: ><BR>Received: 2/13/2008 1:28:05 PM Eastern Standard Time (GMT - 5:00 )<BR>To: "TSA Contact Center" <[email protected]><BR>Subject: Missing Necklace<BR><BR> <DIV>My name is (b) (6) Phone number /DIV> <DIV> </DIV> <DIV>I travel led from Oklahoma City to Ft Lauderdale Florida in November.</DIV> <DIV> </DIV> <DIV>During this to and from trip someone went through my baggage. A card was left in the bag. I was unaware that it was one of my bags. My son was travelling with me and mentioned that we had a bag that was searched but I thought he was talking about his bag.</DIV> <DIV> </DIV> <DIV>Obviously it was one of mine, however. I had a pink silk bag with my diamond Cross necklace in the bag. I did not wear the necklace during my trip and when I returned home I put the bag in my safe until my next trip. </DIV> <DIV> </DIV> <DIV>Last week I took my pink bag to Texas with me and when I opened the bag to get my necklace it was not there.</DIV> <DIV> </DIV> <DIV>Can you tell me who checked my bags in November? I want my necklace back. </DIV> <DIV> </DIV> <DIV>I have a copy of my itinerary if that would be helpful. I would like someone to contact me and I would like this situation to be looked into, please.</DIV> <DIV> </DIV> <DIV>My two sons gave me that necklace and I would like it back.</DIV> <DIV> </DIV> <DIV>Thanking you in advance,</DIV> <DIV> </DIV> <DIV> /DIV> <P> <HR SIZE=1> Be a better friend, newshound, and know-it-all with Yahoo! Mobile. <A href="http://us.rd.yahoo.com/evt=51733/*http://mobile.yahoo.com/;_ylt=Ahu06i62sR8HDtDypao8Wcj9tAcJ">Try it now.</A></DIV><BR><BR>------ TCC Control Number: ------<BR><<#165630-237913#>></body></html> END RECORD
(b) (6)
(b) (6)
(b) (6)
CONTACT RECORD
EID: 50599478 Contact Type: Contact Date: 2008-01-17 12:49:40 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2008-01-17 12:50:25 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: (b) (6) Contact Address 2: Contact City: (b) (6) Contact State: (b) (6) Contact Zip: (b) (6) Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Items damaged in carry on bag @ OKC (Breathing Medications) SF Mailed 1-18- 2008 SEE NOTES Body: Agent Notes: SF-95 mailed (1-18-2008)- Sent to CSM SF-95 mailed (1-18-2008)- Sent to CSM The following information has been received by the TSA Contact Center and it is being forwarded to you for your review and/or follow-up. Please reply by email, to the TCC Customer Service Representative sending this message, with the actions taken to resolve this consumers' issue. Brief Description: (b) (6) called to report that TSO screener removed breathing medication. Caller states that he asked screener to be careful with the breathing machine & medications. Per the caller, the screener handled his breathing machine in a rough manner. Mr. Glover would appreciate a immediate call back regarding the matter. (I also sent claim form to (b) (6) Date of Incident: 1-10-2008 Customer Name: (b) (6) Customer Contact Information: (b) (6) Airport: OKC Airline: Alliance Airline Flight#: NA Terminal/Gate: 12 Check In/Incident Time: Approx. 2:30pm- 2:45pm Carry On or Checked Baggage: Security Checkpoint Baggage Tag Number: NA Event ID #: 996749932659368
Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Opening Agent: Opened Date: 1/17/2008 12:49:40 PM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, Airline: Alliance AirlinesAlliance Airlines, Subject Category: Claim Form Requests-Carry On - Claim Form Requests-Carry On Interaction Type: COMPLAINT
Response Email: END RECORD
CONTACT RECORD
EID: 50605916 Contact Type: Contact Date: 2008-01-22 15:23:35 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2008-01-22 06:30:00 Contact Prefix: (b) (6) Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: (b) (6) Contact Address 2: Contact City: (b) (6) Contact State: (b) (6) Contact Zip: (b) (6) Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Items damaged in checked bag @ OKC & camera recharger. 1/23/2008 claim form was mailed., Body: Agent Notes: Provided caller with information on the claims process, and SF-95 mailed on 1/23/2008. Provided caller with information on the claims process, and SF-95 mailed on 1/23/2008. Caller states that a (NOI) was placed inside her luggage. Caller's Flight# 1347 Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Opening Agent: Opened Date: 1/22/2008 3:23:35 PM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, Airline: American Airlines -¬American Airlines -¬, Subject Category: Claim Form Requests-Checked Bag - Claim Form Requests-Checked Bag Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 50606602 Contact Type: Contact Date: 2008-01-23 06:42:33 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2008-01-22 14:40:00 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Items missing from checked bag @ (OKC & Two Bags of Toiletries). Body: Agent Notes: Provided Lost and Found information to caller and advised how to file a SF-95 claim form from the internet. Provided Lost and Found information to caller and advised how to file a SF-95 claim form from the internet. Caller was on Flight# 1462. There was no NOI in bag. Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Opening Agent: Opened Date: 1/23/2008 6:42:33 AM Linked Event IDs: Responses: Response Airport: OKCOKC,Oklahoma City, OK, USA - Will Rogers World Airport, MCI,Kansas City, MO, USA - Kansas City International Airport, Airline: Southwest AirlinesSouthwest Airlines, Subject Category: Claim Form Requests - Missing items from Checked Baggage - Claim Form Requests - Missing items from Checked Baggage Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 50608123 Contact Type: Contact Date: 2008-01-23 20:17:25 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2008-01-23 20:20:53 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: The caller is missing a pair of tennis shoes and perfume. The caller did not have a notice of bag inspection. Body: Agent Notes: I provided the caller with instructions for filing & obtaining the claim form. I also advised the caller to file a claim with TSA.
I provided the caller with instructions for filing & obtaining the claim form. I also advised the caller to file a claim with TSA. I provided the caller with instructions for filing & obtaining the claim form. I also advised the caller to file a claim with TSA. Follow Up: To TSOC Date: From TSOC Date: Last Updated By: Last Update Date: Opening Agent: Opened Date: 1/23/2008 8:17:25 PM Linked Event IDs:
(b) (6)
Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, Airline: Subject Category: Claim Form Requests - Missing items from Checked Baggage - Claim Form Requests - Missing items from Checked Baggage Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 50618815 Contact Type: Contact Date: Medium: EMAIL Contact Status: CLOSED Incident Date: Contact Prefix: Contact First Name: Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: (b) (6) Subject: ISSUE, Customer Service Feedback Body: THIS GENERATED EMAIL HAS BEEN SENT FROM TSA INTERNET CONTACT US-CUSTOMER SERVICE
(b) (6)
Remote Client IP: (b) (6) System Time: 1/24/2008 2:27:20 PM __________________________________________ User Name:
(b) (6)
User Email:
(b) (6)
__________________________________________ To: [email protected] Category: Complaints Sub Category: Customer Service Message: Re: a recent flight from OKC to Portland OR---going thru security my boarding pass and ID was checked just before reaching the actual sceening process. Now I had to take off my shoes, jacket, and place them and my purse and small carry-on into the tubs---to be able to use both hands to do this I stuck my ID and boarding pass into my small carry-on and proceeded thru the sceening "door". Of course my new artificial hip beeped---and the woman manning the "door" immediately asked for my boarding pass. I told her it was in my purse and took a step or 2 towards the tubs containing my belongings. I was stopped and told I couldn't touch them because I hadn't been cleared--but they wanted my boarding pass!!! Finally they let me get the pass out and they checked it and wanted me to step into the area for further sceening---that's fine--I know that has to be done when you've "beeped". However when I asked them to bring my belonging to where I was they didn't want to do that. There were my 3 tubs on the conveyer and other people were walking by to get their belongings and it would have been so easy for someone to grab my purse etc. Then someone held up a black jacket and asked if it was mine---90% of people wear black jackets---and I wasn't wearing my glasses so from that distance it was hard to tell if it really was mine. Finally, after me INSISTING that I wanted my belongings close by while they were wanding me they complied. This was completely different than my previous experiences that same week in Portland and also in Boise---there they took great care to immediately bring me my tubs close by so that there was no opportunity for anything to be taken. I thought the TSA was a federal agency and there was the same standard proceedure at every airport. Could someone please explain to me: 1. why did I have to show my boarding pass again (and what should I do with it while getting undressed---Hold it in my mouth????) 2.Why did they not want to bring my belongings closer to me so I could keep an eye on them. I am 68 years old and in good health---but this episode did cause some anxiety and I hope I never have to go thru that again.
Compliments to the TSA staff in Portland, OR and Boise, ID---they were so attentive and made me feel like they really cared! Thanks for listening! __________________________________________ Date and Time of message: 1/24/2008 2:27:20 PM Agent Notes: Consumer Complaint BCC/CSM Response Consumer Complaint BCC/CSM Response, OKC Stakeholder Manager (b)
(6)
(b) (6)
Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Opening Agent: Opened Date: 1/29/2008 9:29:11 AM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, OKC Oklahoma City, OK, USA - Will Rogers World Airport, Airline: Subject Category: Airline- Check in/Regulations - Airline- Check in/Regulations Interaction Type: COMPLAINT Response Email: From: Prior Vendor To: (b) (6) Subject: Re: Customer Service Feedback <<#159395-233301#>> Body: <html><HEAD><STYLE>p {margin-bottom: 0; margin-top: 0;}</STYLE></HEAD><body><FONT SIZE="2"> <DIV STYLE="font-family: Arial;color: #000000;"><FONT size=3><FONT size=3><FONT size=3><FONT size=3><FONT size=3><FONT size=3><FONT size=3> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif">Thank you for your email message. We are sorry you were unhappy with your recent travel experience.</FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif"> <?xml:namespace prefix = o ns = "urn:schemas-microsoft-com:office:office" /><o:p></o:p></FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif">Because your complaint is regarding screening at<SPAN style="mso-spacerun: yes"> OKC, </SPAN>we have forwarded a copy of your email to the Customer Service Manager at that airport. The Customer Service Manager is responsible for ensuring that the screener workforce adheres to TSA principles for professional processing.</FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif"> <o:p></o:p></FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif">We monitor the number and nature of complaints we receive to track trends and spot areas of concern that may require special attention. This ongoing process will enable us to ensure prompt, corrective action whenever we determine that security-screening policies need modification or specific employees or screener teams are the subjects of repeated complaints.</FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif"> <o:p></o:p></FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif">Again, the TSA offers sincere apologies for the discomfort you experienced while traveling and</FONT><SPAN style="FONT-SIZE: 12pt; FONT-FAMILY: Arial; mso-fareast-fontfamily: 'Times New Roman'; mso-ansi-language: EN-US; mso-fareast-language: EN-US; mso-bidi-language: AR-SA"> encourage you to check the latest information at <A href="http://www.tsa.gov/">www.tsa.gov</A>.</SPAN><FONT face=Arial></FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif"> <o:p></o:p></FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif">TSA Contact Center</FONT></P><FONT face="Tahoma, Verdana, Arial" size=2></FONT></FONT></FONT></FONT></FONT></FONT></FONT></FONT></DIV> <DIV STYLE="font-family: Arial;color: #000000;"></DIV> </FONT><BR><br><br><DIV>--- Original Message ---<BR>From: < (b) (6) ><BR>Received: 1/29/2008 9:29:11 AM Eastern Standard Time (GMT - 5:00 )<BR>To: "TSA Contact Center" <[email protected]><BR>Subject: Customer Service Feedback<BR><BR> <META content="MS Exchange Server version 6.5.7638.1" name=Generator><!-- Converted from text/plain format --> <P><FONT size=2>THIS GENERATED EMAIL HAS BEEN SENT FROM TSA INTERNET CONTACT US-CUSTOMER SERVICE</FONT> </P> <P><FONT size=2>Remote Client IP: (b) (6) </FONT> <BR><FONT size=2>System Time: 1/24/2008 2:27:20 PM</FONT> <BR><FONT size=2>__________________________________________</FONT> </P> <P><FONT size=2>User Name: </FONT><BR><FONT size=2 (b) (6) /FONT></P> <P><FONT size=2>User Email: </FONT><BR><FONT size=2 </FONT> <BR><FONT
(b) (6)
size=2>__________________________________________</FONT> </P> <P><FONT size=2>To:</FONT> <BR><FONT size=2>[email protected]</FONT> </P> <P><FONT size=2>Category: </FONT><BR><FONT size=2>Complaints</FONT> </P> <P><FONT size=2>Sub Category: </FONT><BR><FONT size=2>Customer Service</FONT> </P> <P><FONT size=2>Message: </FONT><BR><FONT size=2>Re: a recent flight from OKC to Portland OR---going thru security my boarding pass and ID was checked just before reaching the actual sceening process. Now I had to take off my shoes, jacket, and place them and my purse and small carry-on into the tubs---to be able to use both hands to do this I stuck my ID and boarding pass into my small carryon and proceeded thru the sceening "door". Of course my new artificial hip beeped---and the woman manning the "door" immediately asked for my boarding pass. I told her it was in my purse and took a step or 2 towards the tubs containing my belongings. I was stopped and told I couldn't touch them because I hadn't been cleared---but they wanted my boarding pass!!! Finally they let me get the pass out and they checked it and wanted me to step into the area for further sceening---that's fine--I know that has to be done when you've "beeped". However when I asked them to bring my belonging to where I was they didn't want to do that. There were my 3 tubs on the conveyer and other people were walking by to get their belongings and it would have been so easy for someone to grab my purse etc. Then someone held up a black jacket and asked if it was mine---90% of people wear black jackets---and I wasn't wearing my glasses so from that distance it was hard to tell if it really was mine. Finally, after me INSISTING that I wanted my belongings close by while they were wanding me they complied. This was completely different than my previous experiences that same week in Portland and also in Boise---there they took great care to immediately bring me my tubs close by so that there was no opportunity for anything to be taken. I thought the TSA was a federal agency and there was the same standard proceedure at every airport. Could someone please explain to me:</FONT></P> <P><FONT size=2>1. why did I have to show my boarding pass again (and what should I do with it while getting undressed---Hold it in my mouth????)</FONT></P> <P><FONT size=2>2.Why did they not want to bring my belongings closer to me so I could keep an eye on them.</FONT> <BR><FONT size=2>I am 68 years old and in good health---but this episode did cause some anxiety and I hope I never have to go thru that again.</FONT></P> <P><FONT size=2>Compliments to the TSA staff in Portland, OR and Boise, ID---they were so attentive and made me feel like they really cared!</FONT></P> <P><FONT size=2>Thanks for listening! </FONT></P> <P><FONT size=2>__________________________________________</FONT> <BR><FONT size=2>Date and Time of message: 1/24/2008 2:27:20 PM</FONT> </P></DIV><BR><BR>------ TCC Control Number: ------<BR><<#159395-233301#>></body></html> END RECORD
CONTACT RECORD
EID: 50620893 Contact Type: Contact Date: 2008-02-02 09:24:26 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2008-02-01 09:00:00 Contact Prefix: Contact First Name: Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Items damaged in checked bag @ (LGA were clothes damaged as a result of the tops being left off toiletry items. Claim form will be downloaded. Body: Agent Notes: Provided caller with information on the claims process, and SF-95 will be downloaded. Provided caller with information on the claims process, and SF-95 will be downloaded. Flight #: 731
(b) (6)
Bag Tag #: AA826137 Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Opening Agent: Opened Date: 2/2/2008 9:24:26 AM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, LGA New York, NY, USA - Laguardia, Airline: American Airlines -¬American Airlines -¬, Subject Category: Claim Form Requests-Checked Bag - Claim Form Requests-Checked Bag Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 50623394 Contact Type: Contact Date: 2008-02-04 15:33:46 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2008-02-04 19:16:46 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Items damaged in checked bag @ (OKC & laptop) . NOI in bag Body: Agent Notes: Provided caller with information on the claims process, and walked through website for sf-95 Provided caller with information on the claims process, and walked through website for sf-95 Flight 5382. Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Opening Agent: Opened Date: 2/4/2008 3:33:46 PM Linked Event IDs: Responses: Response Airport: OKCOKC,Oklahoma City, OK, USA - Will Rogers World Airport, BWI,Baltimore, MD, USA - Baltimore-Washington International, Airline: United Airlines -¬United Airlines -¬, Subject Category: Claim Form Requests-Checked Bag - Claim Form Requests-Checked Bag Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 50624639 Contact Type: Contact Date: Medium: EMAIL Contact Status: CLOSED Incident Date: Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: (b) (6) Subject: ISSUE, complaint/personalpropertyat willrogers?OKC Body: My husband and I were leaving OKC on Feb. 25 to Phoenix approximately 3:00 p.m. on USAIR. We went through security around 11:30 a.m. We both were wheel chair travels. We both have to be wanded as we each have knee replacements. The screener that wanded me was a young petiete black woman. I want to face my personal belongings that were on the conveyer belt. She insisted that I face her with my back to my belongings. My husband has medical eqkuipment that has to be hand searched, The lady searching his bag was telling me how he should have packed his bag. He was not paying much attention to anything. We got our luggage, carryon, at Phoenix and upon reaching our destination we discovered my camera was missing. I called both the hotel and car rental. I know I put that camera in the bag of his medical equipment. I have tried to call about this and just got a runaround from the people at OKC. I waited to call until we arrived home in CO thinking some honest person may have mailed my camera home. I had all personal info in the camera bag. THE CAMERA IS A OLYMPUS D-435 purchased DEC.2005. could you please check your security film and see if you can find some info. I am 69 yr. with white hair about 5'5 200lbs. My husband is 73 yr bald with white fringe 210 lbs. Home address is (b) (6) (b) (6) home phone is (b) (6) Please explore this complaint as I had some very personal pictures that I can not replace. Thank You (b) (6) Agent Notes: Retrieve Items & Claims Response Retrieve Items & Claims Response, BCC CSM (b) (6) Follow Up: To TSOC Date: From TSOC Date: Last Updated By: Last Update Date: Opening Agent: Opened Date: 3/31/2008 10:34:10 AM Linked Event IDs:
(b) (6)
(b) (6)
Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, PHX Phoenix, AZ, USA - Sky Harbor International Airport, Airline: Subject Category: Claim Form Requests-Carry On - Claim Form Requests-Carry On Interaction Type: COMPLAINT Response Email: From: Prior Vendor To: (b) (6) Subject: Re: complaint/personalpropertyat willrogers?OKC <<#183927-260566#>> Body: <html><HEAD><STYLE>p {margin-bottom: 0; margin-top: 0;}</STYLE></HEAD><body><FONT SIZE="2"> <DIV STYLE="font-family: Arial;color: #000000;"><FONT size=3><FONT size=3><FONT size=3><FONT size=3><FONT size=3> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><SPAN style="FONT-FAMILY: Arial">Thank you for your email message regarding the retrieval of lost items. </SPAN></P>
<P class=MsoNormal style="MARGIN: 0in 0in 0pt"><SPAN style="FONT-FAMILY: Arial"></SPAN> </P><SPAN style="FONTFAMILY: Arial"></SPAN><SPAN style="FONT-FAMILY: Arial"> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><SPAN style="FONT-FAMILY: Arial">Each airport establishes procedures for handling lost and found items.<SPAN style="mso-spacerun: yes"> </SPAN>TSA follows those procedures where they exist.<SPAN style="mso-spacerun: yes"> </SPAN>The airports in those instances are responsible for holding and disposing items under applicable local laws.<SPAN style="mso-spacerun: yes"> </SPAN>Items such as locks, tags, straps, and other external luggage pieces are often lost or damaged as the baggage goes through the baggage handling equipment and may or may not have been found by airline/airport personnel.<SPAN style="mso-spacerun: yes"> </SPAN><?xml:namespace prefix = o ns = "urn:schemas-microsoftcom:office:office" /><o:p></o:p></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><SPAN style="FONT-FAMILY: Arial"><o:p> </o:p></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><SPAN style="FONT-FAMILY: Arial">In an airport where no policy exists, found articles are collected, stored, and disposed of under General Services Administration rules.<SPAN style="mso-spacerun: yes"> </SPAN><STRONG>TSA is unable to identify and return all items, but may be able to locate and return items on a <U>case-by-case basis</U>.<SPAN style="mso-spacerun: yes"> </SPAN>We suggest you <U>contact the airport</U> at which your items were confiscated or lost.<o:p></o:p></STRONG></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"></SPAN><SPAN style="FONT-FAMILY: Arial"> <o:p></o:p></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><SPAN style="FONT-FAMILY: Arial">We work very hard to achieve consistency in the security processes. As we inspect screening operations at airports and receive feedback from the traveling public, we address inconsistencies and ensure corrective actions are taken, when necessary. We will continue to do all that we can to inspect screening operations and provide written procedures and training to specify how the process is to be applied. <o:p></o:p></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><SPAN style="FONT-FAMILY: Arial"> <o:p></o:p></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><SPAN style="FONT-FAMILY: Arial">The Transportation Security Administration (TSA) is responsible for reviewing all claims relating to the screening of passengers and their baggage. In order to protect your rights under federal law and to file a valid claim, you must send your claim in writing to TSA, stating the circumstances of the loss and the exact amount you are claiming (fair market value of lost or destroyed property, reasonable cost of repair for damaged property), within two years after your claim accrued. The claim must be signed by you or your authorized representative (e.g., an attorney or other personal representative with appropriate proof of authority). <o:p></o:p></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><SPAN style="FONT-FAMILY: Arial"> <o:p></o:p></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><SPAN style="FONT-FAMILY: Arial">You can satisfy the notice requirement by filling out the attached Standard Form 95 (claim form) in accordance with the instructions, and returning it to the address in <?xml:namespace prefix = st1 ns = "urn:schemas-microsoft-com:office:smarttags" /><st1:address w:st="on"><st1:Street w:st="on">box #</st1:Street>1</st1:address>. Please be sure to follow the instructions carefully, and to fill out the claim form completely. While use of the form is not mandatory, it will help you ensure that you meet the legal requirements for filing a claim. <o:p></o:p></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><SPAN style="FONT-FAMILY: Arial"> <o:p></o:p></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><SPAN style="FONT-FAMILY: Arial">Once the Claims Management Office has received your claim form, you will be sent a letter of acknowledgement and a claim number. You should keep the claim number for future reference when inquiring about your claim. TSA will try to resolve your claim as quickly as possible, but it may need time to make a further investigation of the facts. If TSA denies your claim, or has not finally resolved it within six months after you have filed it, you may have a right to bring your claim to court. <o:p></o:p></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><SPAN style="FONT-FAMILY: Arial"><o:p> </o:p></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><SPAN style="FONT-FAMILY: Arial">Please visit TSAGÇÖs Claims Management OfficeGÇÖs website at <A title=blocked::https://claims.tsa.dhs.gov/ href="https://claims.tsa.dhs.gov/"><FONT size=3>https://claims.tsa.dhs.gov</FONT></A><FONT face="Arial, Helvetica, sans-serif"><FONT size=3> </FONT></FONT> for information related to filing a claim, checking the status of a claim and other claim related issues.<SPAN style="mso-spacerun: yes"> </SPAN>If you have additional questions that are not addressed on this website, please contact the Claims Management Office at <A href="http://[email protected]/">[email protected]</A>.<o:p></o:p></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><SPAN style="FONT-FAMILY: Arial"> <o:p></o:p></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><SPAN style="FONT-FAMILY: Arial">We hope that this provides you with all of the information you need. If you have further questions, please feel free to call TSA, toll free, at (866) 2899673.<o:p></o:p></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><SPAN style="FONT-FAMILY: Arial"> <o:p></o:p></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><SPAN style="FONT-FAMILY: Arial"> <o:p></o:p></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><st1:place w:st="on"><st1:PlaceName w:st="on"><SPAN style="FONT-FAMILY: Arial">TSA</SPAN></st1:PlaceName><SPAN style="FONT-FAMILY: Arial"> <st1:PlaceName w:st="on">Contact</st1:PlaceName> <st1:PlaceType w:st="on">Center</st1:PlaceType></SPAN></st1:place><SPAN style="FONT-FAMILY: Arial"><o:p></o:p></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><SPAN style="FONT-FAMILY: Arial"><o:p> </o:p></SPAN></P> <P> </P></FONT></FONT></FONT></FONT></FONT></DIV> <DIV STYLE="font-family: Arial;color: #000000;"></DIV> </FONT><BR><br><br><DIV>--- Original Message ---<BR>From: < (b) (6) ><BR>Received: 3/31/2008 10:34:09 AM Eastern Standard Time (GMT - 4:00 )<BR>To: "TSA Contact Center" <[email protected]><BR>Cc: (b) (6) < (b) (6) ><BR>Subject: complaint/personalpropertyat willrogers?OKC<BR><BR> <META content="MSHTML 6.00.2800.1561" name=GENERATOR> <STYLE></STYLE>
<DIV><FONT face=Arial size=2>My husband and I were leaving OKC on Feb. 25 to Phoenix approximately 3:00 p.m. on USAIR. We went through security around 11:30 a.m. We both were wheel chair travels. We both have to be wanded as we each have knee replacements. The screener that wanded me was a young petiete black woman. I want to face my personal belongings that were on the conveyer belt. She insisted that I face her with my back to my belongings. My husband has medical eqkuipment that has to be hand searched, The lady searching his bag was telling me how he should have packed his bag. He was not paying much attention to anything. We got our luggage, carryon, at Phoenix and upon reaching our destination we discovered my camera was missing. I called both the hotel and car rental. I know I put that camera in the bag of his medical equipment. I have tried to call about this and just got a runaround from the people at OKC. I waited to call until we arrived home in CO thinking some honest person may have mailed my camera home. I had all personal info in the camera bag. THE CAMERA IS A OLYMPUS D-435 purchased DEC.2005. could you please check your security film and see if you can find some info. I am 69 yr. with white hair about 5'5 200lbs. My husband is 73 yr bald with white fringe 210 lbs. Home address is (b) (6) CO 80644 home phone is (b) (6) (b) (6) Please explore this complaint as I had some very personal pictures that I can not replace. Thank You (b) (6) AND </FONT></DIV></DIV><BR><BR>------ TCC Control Number: ------<BR><<#183927-260566#>></body></html> END RECORD
(b) (6)
CONTACT RECORD
EID: 50624816 Contact Type: Contact Date: 2008-02-05 18:34:05 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2008-02-05 11:15:00 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Items missing from checked bag@(OKC & shoe). Broken curling irons. Body: Agent Notes: Provided Lost and Found information to caller and walked caller thru the website. Provided Lost and Found information to caller and walked caller thru the website. Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Opening Agent: Opened Date: 2/5/2008 6:34:05 PM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, HOU Houston, TX, USA - Houston Hobby Airport, Airline: Southwest AirlinesSouthwest Airlines, Subject Category: Claim Form Requests - Missing items from Checked Baggage - Claim Form Requests - Missing items from Checked Baggage Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 50625300 Contact Type: Contact Date: 2008-03-25 22:48:26 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2008-03-25 22:48:56 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Caller says her medicine and make up was in dissary in her checked luggageCaller asked if claim form is available on TSA website, Body: Agent Notes: Directed caller to the website for claim form. Directed caller to the website for claim form.Walked caller through website for claim form, Notice of inspection was left. Follow Up: To TSOC Date: From TSOC Date: Last Updated By: Last Update Date: Opening Agent: Opened Date: 3/25/2008 10:48:26 PM Linked Event IDs:
(b) (6)
(b) (6)
Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, DEN Denver, CO, USA - Denver International, Airline: United Airlines -¬United Airlines -¬, Subject Category: Claim Form Requests-Website - Claim Form Requests-Website Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 50625591 Contact Type: Contact Date: 2008-02-06 17:29:47 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2008-02-06 17:29:49 (b) (6) Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Items missing from checked bag OKC - (boot sealant) Gave caller the website information for filing a claim. NOI in his bag. Body: Agent Notes: Gave caller the website information for filing a claim. Gave caller the website information for filing a claim. Gave caller the website information for filing a claim. Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Opening Agent: Opened Date: 2/6/2008 5:29:47 PM Linked Event IDs: Responses: Response Airport: OKCOKC,Oklahoma City, OK, USA - Will Rogers World Airport, Airline: Subject Category: Claim Form Requests - Missing items from Checked Baggage - Claim Form Requests - Missing items from Checked Baggage Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 50632946 Contact Type: Contact Date: 2008-11-24 13:17:20 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2008-11-22 13:17:20 Contact Prefix: (b) (6) Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: USA Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Caller asked how can items voluntarily abandoned items can be retrieved. Also caller is requesting TSA phone numbers for a employee by the name of Mike Chertoff. Body: Agent Notes: Advised caller that there are no provisions for returning banned (prohibited) items. Advised caller that there are no provisions for returning banned (prohibited) items. Caller did not provide a call back number. Caller stated that he had a retired police ID card which TSA screeners did not accept. Advised caller that there was no one by the name of Mike Chertoff in the TSA contact datatbase.
Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Opening Agent: Opened Date: 11/24/2008 1:17:20 PM Linked Event IDs: Responses: Response Airport: OKCOKC,Oklahoma City, OK, USA - Will Rogers World Airport, Airline: Subject Category: Discourteous- Rude Employee - Discourteous- Rude Employee Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 50651016 Contact Type: Contact Date: 2008-02-27 16:33:57 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2008-02-27 16:34:05 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Items damaged in checked bag @TPA (Laptop) Body: Agent Notes: Provided caller with information on the claims process, and gave website for claim forms Provided caller with information on the claims process, and gave website for claim forms Caller stated that there was a NOI in bag Flight #: DL-4188 Follow Up: To TSOC Date: From TSOC Date: Last Updated By: Last Update Date: Opening Agent: Opened Date: 2/27/2008 4:33:57 PM Linked Event IDs:
(b) (6)
Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, TPA Tampa, FL, USA - Tampa International, Airline: Delta Air Lines -¬Delta Air Lines -¬, Subject Category: Claim Form Requests-Checked Bag - Claim Form Requests-Checked Bag Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 50651335 Contact Type: Contact Date: 2008-02-27 12:57:11 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2008-01-31 06:00:00 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Caller wants to report their Non-TSA approved lock is missing and damaged after traveling through OKC and EWR airports. Body: Agent Notes: Advised caller the information would be documented in the system as a complaint and offered caller a claim form, but she declined my offer. Advised caller the information would be documented in the system as a complaint and offered caller a claim form, but she declined my offer. Caller doesn't wish to provide a phone number for the record. Caller stated on two different occasions in which the first occasion she departed from OKC to EWR to JFK to CMN and her TSA approved lock was damaged, but she did not have a NOI enclosed inside of her checked bag. Caller states on the second occasion, she departed from CMN to EWR where she then placed her TSA approved lock onto her checked luggage then flew to JFK and landed in OKC but he TSA approved lock was missing. Caller states on this occasion she did have a NOI inside of her bag and would like for TSA to notice that she has had to spend $20.00. Caller expresses how she would like for TSA to replace the locks back onto the bag and handle the locks with care so she won't be wasting her money. Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Opening Agent: Opened Date: 2/27/2008 12:57:11 PM Linked Event IDs:
(b) (6)
Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, EWR Newark, NJ, USA - Newark International Airport, JFK New York, NY, USA - John F Kennedy Intl Airport, CMN Casablanca, Morocco - Mohamed V, Airline: Continental Airlines (present) -¬Continental Airlines (present) -¬, Air Maroc, Subject Category: TSA Approved Locks - Missing or Damaged - TSA Approved Locks - Missing or Damaged Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 50655281 Contact Type: Contact Date: 2008-11-03 21:07:20 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2008-10-30 21:07:20 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: (b) (6) Contact Address 2: Contact City: Cement Contact State: OK Contact Zip: 73017 Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: The callers wife suitcase is missing medication and a camera is missing. The bag was also left in dissarray. There was also a NOI. (SF-95 mailed on 11/4/2008) Body: Agent Notes: I advised the caller to first check with the lost & found to see if the item could have been left behind during the inspection process. If the caller is still unable to locate the item after checking the lost & found than they would need to file a claim with TSA. (SF-95 mailed on 11/4/2008) I advised the caller to first check with the lost & found to see if the item could have been left behind during the inspection process. If the caller is still unable to locate the item after checking the lost & found than they would need to file a claim with TSA. (SF-95 mailed on 11/4/2008) The following information has been received by the TSA Contact Center and it is being forwarded to you for your review and/or follow-up. Please reply by email, to the TCC Customer Service Representative sending this message, with the actions taken to resolve this consumers' issue. Brief Description: Date of Incident: 10/30/2008 Caller Name: (b) (6) Check-in time: 6pm Bag number: 0526776581 Flight: 2743 Airline: Southwest Airlines The callers bag arrived to the airport before he did. Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Opening Agent: Opened Date: 11/3/2008 9:07:20 PM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, LAS Las Vegas, NV, USA - Mccarran International Airport, Airline: Southwest AirlinesSouthwest Airlines, Subject Category: Claim Form Requests - Missing items from Checked Baggage - Claim Form Requests - Missing items from Checked Baggage Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 50658044 Contact Type: Contact Date: 2008-03-03 15:37:48 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2008-02-29 08:45:49 Contact Prefix: Contact First Name: Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: (b) (6) Contact Address 2: Contact City:(b) (6) Contact State: (b) (6) Contact Zip: (b) (6) Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Items missing from checked bag@(OKC & Jewerly). Body: Agent Notes: Provided Lost and Found information to caller and SF-95 form mailed on 03/04/08. Provided Lost and Found information to caller and SF-95 form mailed on 03/04/08. Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Opening Agent: Opened Date: 3/3/2008 3:37:48 PM Linked Event IDs:
(b) (6)
(b) (6)
Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, MCI Kansas City, MO, USA - Kansas City International Airport, Airline: Southwest AirlinesSouthwest Airlines, Subject Category: Claim Form Requests - Missing items from Checked Baggage - Claim Form Requests - Missing items from Checked Baggage Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 50663115 Contact Type: Contact Date: 2008-03-06 14:08:03 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2008-03-06 09:00:00 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: (b) (6) just got back and his bag was searched and one of his sneaker is gone and found a TSA/NOI. Body: Agent Notes: Provided Lost and Found information to caller and walked caller through TSA web for an SF-95 form Provided Lost and Found information to caller and walked caller through TSA web for an SF-95 form Provided Lost and Found information to caller and walked caller through TSA web for an SF-95 form Told caller to make copies of: Baggage tag Boarding pass stub TSA/NOI Purchase recites or estimate Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Opening Agent: Opened Date: 3/6/2008 2:08:03 PM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, Airline: United Airlines -¬United Airlines -¬, Subject Category: Claim Form Requests - Missing items from Checked Baggage - Claim Form Requests - Missing items from Checked Baggage Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 50670315 Contact Type: Contact Date: Medium: EMAIL Contact Status: CLOSED Incident Date: Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: (b) (6) Subject: ISSUE, Customer Service Feedback Body: THIS GENERATED EMAIL HAS BEEN SENT FROM TSA INTERNET CONTACT US-CUSTOMER SERVICE Remote Client IP: (b) (6) System Time: 3/28/2008 2:24:56 AM __________________________________________ User Name:
(b) (6)
User Email:
(b) (6)
__________________________________________ To: [email protected] Category: Complaints Sub Category: Customer Service Message: I understand the TSA agents have a tough job. But patience should be part of their training. I recently traveled to Oklahoma and wanted to speak to the manager on duty for a discrepency and something that I did not feel was fair. I had traveled to Oklahoma with about 1 ounce of sun tan lotion in an 8 ounce container. When I went thru the x-ray machine in Burbank, CA they did not say anything. On the way back home going through x-ray in oklahoma they pulled it ouf my bag. So I asked to speak the manager. It was a male..on duty. He was obviously picked on as a child and found his outlet to be a power tripper in form of a TSA agent. He was so rude and unpleasant. His approach in communicating to me was clearly a threating tone. Several people that were traveling through the x-ray area approached me away from that area in the airport to comment about the TSA managers behavior. You should be embarrased to have such individuals working for your organization. Maybe he needs a vacation before he snaps? Please assist the TSA manager in controlling his emotions/temper on the job. Thank you for making our air-travel safer! __________________________________________ Date and Time of message: 3/28/2008 2:24:56 AM Agent Notes: Consumer Complaint BCC/CSM Response Consumer Complaint BCC/CSM Response, (b) (6) Follow Up: To TSOC Date:
From TSOC Date: Last Updated By: (b) (6) Last Update Date: 2008-04-10 15:50:36 Opening Agent: Opened Date: 3/28/2008 11:51:32 AM Linked Event IDs: Responses: Response Airport: OKCOKC,Oklahoma City, OK, USA - Will Rogers World Airport, OKC,Oklahoma City, OK, USA - Will Rogers World Airport, Airline: Subject Category: Discourteous- Rude Employee - Discourteous- Rude Employee Interaction Type: COMPLAINT Response Email: From: Prior Vendor To:(b) (6) Subject: Re: Customer Service Feedback <<#183125-259625#>> Body: <html><HEAD><STYLE>p {margin-bottom: 0; margin-top: 0;}</STYLE></HEAD><body><FONT SIZE="2"> <DIV STYLE="font-family: Arial;color: #000000;"><FONT size=3><FONT size=3><FONT size=3><FONT size=3><FONT size=3><FONT size=3><FONT size=3> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif">Thank you for your email message. We are sorry you were unhappy with your recent travel experience.</FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif"> <?xml:namespace prefix = o ns = "urn:schemas-microsoft-com:office:office" /><o:p></o:p></FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif">Because your complaint is regarding screening at<SPAN style="mso-spacerun: yes"> OKC </SPAN>, we have forwarded a copy of your email to the Customer Service Manager at that airport. The Customer Service Manager is responsible for ensuring that the screener workforce adheres to TSA principles for professional processing.</FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif"> <o:p></o:p></FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif">We monitor the number and nature of complaints we receive to track trends and spot areas of concern that may require special attention. This ongoing process will enable us to ensure prompt, corrective action whenever we determine that security-screening policies need modification or specific employees or screener teams are the subjects of repeated complaints.</FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif"> <o:p></o:p></FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif">Again, the TSA offers sincere apologies for the discomfort you experienced while traveling and</FONT><SPAN style="FONT-SIZE: 12pt; FONT-FAMILY: Arial; mso-fareast-fontfamily: 'Times New Roman'; mso-ansi-language: EN-US; mso-fareast-language: EN-US; mso-bidi-language: AR-SA"> encourage you to check the latest information at <A href="http://www.tsa.gov/">www.tsa.gov</A>.</SPAN><FONT face=Arial></FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif"> <o:p></o:p></FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif">TSA Contact Center</FONT></P><FONT face="Tahoma, Verdana, Arial" size=2></FONT></FONT></FONT></FONT></FONT></FONT></FONT></FONT></DIV> <DIV STYLE="font-family: Arial;color: #000000;"></DIV> </FONT><BR><br><br><DIV>--- Original Message ---<BR>From: <(b) (6) ><BR>Received: 3/28/2008 11:51:31 AM Eastern Standard Time (GMT - 4:00 )<BR>To: "TSA Contact Center" <[email protected]><BR>Subject: Customer Service Feedback<BR><BR> <META content="MS Exchange Server version 6.5.7638.1" name=Generator><!-- Converted from text/plain format --> <P><FONT size=2>THIS GENERATED EMAIL HAS BEEN SENT FROM TSA INTERNET CONTACT US-CUSTOMER SERVICE</FONT> </P> <P><FONT size=2>Remote Client IP: (b) (6) </FONT> <BR><FONT size=2>System Time: 3/28/2008 2:24:56 AM</FONT> <BR><FONT size=2>__________________________________________</FONT> </P> <P><FONT size=2>User Name: </FONT><BR><FONT size=2>(b) (6) </FONT> </P> <P><FONT size=2>User Email: </FONT><BR><FONT size=2>(b) (6) </FONT> <BR><FONT size=2>__________________________________________</FONT> </P> <P><FONT size=2>To:</FONT> <BR><FONT size=2>[email protected]</FONT> </P> <P><FONT size=2>Category: </FONT><BR><FONT size=2>Complaints</FONT> </P> <P><FONT size=2>Sub Category: </FONT><BR><FONT size=2>Customer Service</FONT> </P> <P><FONT size=2>Message: </FONT><BR><FONT size=2>I understand the TSA agents have a tough job. But patience should be part of their training. I recently traveled to Oklahoma and wanted to speak to the manager on duty for a discrepency and something that I did not feel was fair. I had traveled to Oklahoma with about 1 ounce of sun tan lotion in an 8 ounce container. When I went thru the x-ray machine in Burbank, CA they did not say anything. On the way back home going through x-ray in oklahoma they pulled it ouf my bag. So I asked to speak the manager. It was a male..on duty. He was obviously picked on as a child and found his outlet to be a power tripper in form of
a TSA agent. He was so rude and unpleasant. His approach in communicating to me was clearly a threating tone. Several people that were traveling through the x-ray area approached me away from that area in the airport to comment about the TSA managers behavior. You should be embarrased to have such individuals working for your organization.</FONT></P> <P><FONT size=2>Maybe he needs a vacation before he snaps? Please assist the TSA manager in controlling his emotions/temper on the job.</FONT> <BR><FONT size=2>Thank you for making our air-travel safer!</FONT> </P> <P><FONT size=2>__________________________________________</FONT> <BR><FONT size=2>Date and Time of message: 3/28/2008 2:24:56 AM</FONT> </P></DIV><BR><BR>------ TCC Control Number: ------<BR><<#183125-259625#>></body></html> END RECORD
CONTACT RECORD
EID: 50670411 Contact Type: Contact Date: 2008-04-21 12:51:44 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2008-04-21 05:45:45 Contact Prefix: Contact First Name: Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Callers liquid items were opened in her luggage when TSA inspected it. Body: Agent Notes: Advised caller we will note issue, and an FYI will be sent to the CSM at that airport who oversees the screening operation. Offered a claim form. Advised caller we will note issue, and an FYI will be sent to the CSM at that airport who oversees the screening operation. Offered a claim form., The TCC received the following information as an FYI. We are forwarding this information to you for your review.
(b) (6)
For Your Information: (b) (6) arrived at her destination today to find her whole bag covered in baby powder. She had a notice of baggage inspection inside the luggage from TSA. Her shampoo was also opened and spilled all over the bag. I gave (b) (6) information to file a claim for her damaged items. She was very upset and wanted to make sure someone was aware of the issue. Date of Incident: 4/21/08 Customer Name: (b) (6) Customer Contact Information: (b) (6) Airport: OKC Airline: Delta Airlines Flight#: 5326, & second flight 5000 Terminal/Gate: 24 Check In/Incident Time: 5:45 AM Carry On or Checked Baggage: Checked Baggage Tag Number: DL809350 Event ID #: 300182391220080421 Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Opening Agent: Opened Date: 4/21/2008 12:51:44 PM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, CLE Cleveland, OH, USA - Hopkins International Airport, CVG Cincinnati, OH, USA - Greater Cincinnati Intl Airport, Airline: Delta AirDelta Air, Subject Category: Mishandling of Passengers Property - Damaged Items- Carry-on Baggage - Mishandling of Passengers Property Damaged Items- Carry-on Baggage Interaction Type: COMPLAINT
Response Email: END RECORD
CONTACT RECORD
EID: 50679610 Contact Type: Contact Date: Medium: EMAIL Contact Status: CLOSED Incident Date: Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: (b) (6) Subject: ISSUE, TSA Contact Us: Complaints Body: THIS GENERATED EMAIL HAS BEEN SENT FROM TSA INTERNET CONTACT US -----------------------------------------------------------------------------------------------------------Remote Client IP: (b) (6) Date Time: 11/28/2008 2:26:07 PM ------------------------------------------------------------------------------------------------------------
Name: (b) (6) Email: (b) (6) Complaints:Items Not Permitted Through the Security Checkpoint Flight Info (If applicable. Enter Flight#/Airline/Terminal/Airport/Gate/Etc):KCI to OKC Comments:I have panic Attacks and I hate to fly and I have a Doctors Precription ORDER for me to be allowed to carry 3 oz of water wichi i measured b4 I left. the TSA guy would not ALLOW me to show him the Doctors order for water and threw my bottle away which obvisouly made me want to panic on the spot, I understand you have rules but I did have a prescription and have Panic disorder the TSA Supervisor at KCI was very rude about it plus I did sit the bottle out in bin seperate from everything else, I'd like a response about this please, thank you (b) (6) Agent Notes: Consumer Complaint BCC/CSM Response Consumer Complaint BCC/CSM Response, BCC MCI Program Analyst (b) (6) t (b) (6) Follow Up: To TSOC Date: From TSOC Date: Last Updated By: Last Update Date: Opening Agent: Opened Date: 11/29/2008 12:17:54 PM Linked Event IDs:
(b) (6)
Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, MCI Kansas City, MO, USA - Kansas City International Airport, Airline: Subject Category: Voluntarily Abandoned Property- Retrieving Abandoned/Confiscated Items - Voluntarily Abandoned PropertyRetrieving Abandoned/Confiscated Items Interaction Type: COMPLAINT Response Email: From: Prior Vendor To: (b) (6) Subject: Re: TSA Contact Us: Complaints <<#261711-354945#>>
Body: <html><head><style type="text/css">p {margin-bottom: 0; margin-top: 0;}</style></head><body bgcolor="#ffffff" style="background: #ffffff"> <font size="2"><div style="width:100%;word-wrap:break-word;font-family: Arial;color: #000000;"><P><FONT face=" Helvetica, sansserif,Arial" size=3>Thank you for your email message. We are sorry you were unhappy with your recent travel experience.</FONT> </P> <P><FONT face=" Helvetica, sans-serif,Arial" size=3> </FONT> </P> <P><FONT face=" Helvetica, sans-serif,Arial" size=3>Because your complaint is regarding screening at Kansas City International Airport (MCI), we have forwarded a copy of your email to the Customer Service Manager at that airport. The Customer Service Manager is responsible for ensuring that the screener workforce adheres to TSA principles for professional processing.</FONT> </P> <P><FONT face=" Helvetica, sans-serif,Arial" size=3> </FONT> </P> <P><FONT face=" Helvetica, sans-serif,Arial" size=3>We monitor the number and nature of complaints we receive to track trends and spot areas of concern that may require special attention. This ongoing process will enable us to ensure prompt, corrective action whenever we determine that security-screening policies need modification or specific employees or screener teams are the subjects of repeated complaints.</FONT> </P> <P><FONT face=" Helvetica, sans-serif,Arial" size=3> </FONT> </P> <P><FONT face=" Helvetica, sans-serif,Arial" size=3>Again, the TSA offers sincere apologies for the discomfort you experienced while traveling and encourage you to check the latest information at </FONT><FONT face=" Helvetica, sans-serif,Arial" size=3><A href="http://www.tsa.gov/" shape=rect>www.tsa.gov</A></FONT><FONT face=" Helvetica, sans-serif,Arial" size=3>.</FONT> </P> <P><FONT face=" Helvetica, sans-serif,Arial" size=3> </FONT> </P> <P><FONT face=" Helvetica, sans-serif,Arial" size=3>TSA Contact Center</FONT><FONT face=" Helvetica, sans-serif,Arial" size=3><BR clear=none></FONT></P></div> </font><br /> <br><br><div>--- Original Message ---<BR>From: < gt;<BR>Received: 11/29/08 12:17:54 PM EST<BR>To: "TSA Contact Center" <[email protected]><BR>Subject: TSA Contact Us: Complaints<BR><BR>THIS GENERATED EMAIL HAS BEEN SENT FROM TSA INTERNET CONTACT US<BR>-----------------------------------------------------------------------------------------------------------<BR>Remote Client IP: (b) (6) <BR>Date Time: 11/28/2008 2:26:07 PM<BR>-----------------------------------------------------------------------------------------------------------<BR><BR> <TABLE style="FONT-SIZE: 12px; WIDTH: 750px" cellSpacing=1 cellPadding=3 border=2> <TBODY> <TR> <TD style="FONT-WEIGHT: bold; WIDTH: 200px">Name:</TD> <TD>(b) (6) </TD></TR> <TR> <TD style="FONT-WEIGHT: bold; WIDTH: 200px">Email:</TD> <TD>(b) (6) </TD></TR> <TR> <TD style="FONT-WEIGHT: bold; WIDTH: 200px">Complaints:</TD> <TD>Items Not Permitted Through the Security Checkpoint</TD></TR> <TR> <TD style="FONT-WEIGHT: bold; WIDTH: 200px">Flight Info (If applicable. Enter Flight#/Airline/Terminal/Airport/Gate/Etc):</TD> <TD>KCI to OKC</TD></TR> <TR> <TD style="FONT-WEIGHT: bold; WIDTH: 200px">Comments:</TD> <TD>I have panic Attacks and I hate to fly and I have a Doctors Precription ORDER for me to be allowed to carry 3 oz of water wichi i measured b4 I left. the TSA guy would not ALLOW me to show him the Doctors order for water and threw my bottle away which obvisouly made me want to panic on the spot, I understand you have rules but I did have a prescription and have Panic disorder the TSA Supervisor at KCI was very rude about it plus I did sit the bottle out in bin seperate from everything else, I'd like a response about this please, thank you</TD></TR></TBODY></TABLE></div> <BR><BR>------ TCC Control Number: ------<BR><<#261711-354945#>></body></html> END RECORD
(b) (6)
CONTACT RECORD
EID: 50680138 Contact Type: Contact Date: 2008-11-25 09:59:01 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2008-11-25 09:59:01 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Caller stated that zippers were broken from checked bags at EUG Body: Agent Notes: Provided caller with information on the claims process, Provided caller with information on the claims process, Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Opening Agent: Opened Date: 11/25/2008 9:59:01 AM Linked Event IDs:
(b) (6)
Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, EUG Eugene, OR, USA - Eugene Airport, Airline: Subject Category: Claim Form Requests-Checked Bag - Claim Form Requests-Checked Bag Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 50680659 Contact Type: Contact Date: 2008-03-17 20:52:18 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2008-03-16 05:00:00 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Items damaged in checked bag @ (OKC: magazines, dvds, pamphlets). walked caller through website for claim form Body: Agent Notes: Provided caller with information on the claims process, and walked caller through website for claim form Provided caller with information on the claims process, and walked caller through website for claim form NOI: yes.. Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Opening Agent: Opened Date: 3/17/2008 8:52:18 PM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, IAH Houston, TX, USA - Houston Intercontinental, Airline: Continental Airlines (present) -¬Continental Airlines (present) -¬, Subject Category: Claim Form Requests-Checked Bag - Claim Form Requests-Checked Bag Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 50689652 Contact Type: Contact Date: 2008-03-24 00:35:01 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2008-03-23 16:30:00 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Caller wanted to report that screener made mess of her checked bag and items were not re-packed properly after screening at (OKC). Body: Agent Notes: Advised caller we would note issue, and an FYI will be sent to the CSM at that airport who oversees the screening operation. Offered a claim form. Advised caller we would note issue, and an FYI will be sent to the CSM at that airport who oversees the screening operation. Offered a claim form., The following information has been received by the TSA Contact Center and it is being forwarded to you for your review. Please reply by email, to the TCC Customer Service Representative sending this message, with the actions taken to resolve this consumers' issue. Brief Description: (b) (6) is quit upset with the condition of her luggage. (b) (6) got her luggage back with a NOI inside, her belongings repacked any kind of way, and a hair product that has spilled everywhere because the top was not screwed back on properly. (b) (6) does not wish to be contacted, but hopes that better care will be shown towards people's belongings in the future.
Date of Incident: 3/23/2008 Customer Name: (b) (6) Customer Contact Information: 702-437-5292 Airport: OKC Airline: Southwest Airlines Flight#: 3073 Gate: 14 Check In: 4:30:00 PM Carry On or Checked Baggage: Checked Bag Baggage Tag#: OKCS785084 Event ID #: 996769963798570 Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Opening Agent: Opened Date: 3/24/2008 12:35:01 AM Linked Event IDs: Responses: Response Airport: OKCOKC,Oklahoma City, OK, USA - Will Rogers World Airport, DEN Denver, CO, USA - Denver International, LAS Las Vegas, NV, USA - Mccarran International Airport, Airline: Southwest AirlinesSouthwest Airlines, Subject Category: Mishandling of Passengers Property - Disarrayed Carry-on/Checked Baggage - Mishandling of Passengers Property -
Disarrayed Carry-on/Checked Baggage Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 50694499 Contact Type: Contact Date: Medium: EMAIL Contact Status: CLOSED Incident Date: Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: (b) (6) Subject: ISSUE, Luggage checked Body: To whom this may concern, I had a flight out of Oklahoma City Flight # 2285, when I got home my Medicine was missing I just had it filled the last week of February for 90 days (Nexium 40mg) I had a hard time to get a 30 day supply because I just had my prescription filled, and it cost 45 Dollars. Can you help me?
Regards
(b) (6)
(b) (6)
(b) (6)
<mailto (b) (6) Agent Notes: Claim Request Claim Request, Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Opening Agent: Opened Date: 3/26/2008 10:09:48 AM Linked Event IDs: Responses: Response Airport: OKCOKC,Oklahoma City, OK, USA - Will Rogers World Airport, Airline: Subject Category: Claim Form Requests - Missing items from Checked Baggage - Claim Form Requests - Missing items from Checked Baggage Interaction Type: COMPLAINT
Response Email: From: Prior Vendor To:
(b) (6)
Subject: Re: Luggage checked <<#182414-258749#>> Body: <html><HEAD><STYLE>p {margin-bottom: 0; margin-top: 0;}</STYLE></HEAD><body><FONT SIZE="2"> <DIV STYLE="font-family: Arial;color: #000000;"><FONT size=3><FONT size=3><FONT size=3><FONT size=3><FONT size=3> <P class=MsoNormal style="MARGIN: 0in 0in 0pt; mso-layout-grid-align: none"><SPAN style="FONT-SIZE: 11pt; mso-bidi-font-size: 10.0pt"><FONT face="Arial, Helvetica, sans-serif" size=3>Thank you for your e-mail message.<SPAN style="mso-spacerun: yes"> </SPAN></FONT></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt; mso-layout-grid-align: none"><SPAN style="FONT-SIZE: 11pt; FONT-FAMILY: Fixedsys; mso-bidi-font-size: 9.0pt; mso-bidi-font-family: Fixedsys"><FONT face="Arial, Helvetica, sans-serif"><FONT size=3> </FONT></FONT></SPAN><SPAN style="FONT-SIZE: 11pt; FONT-FAMILY: Fixedsys; mso-bidi-font-size: 9.0pt; mso-bidifont-family: Fixedsys"><FONT face="Arial, Helvetica, sans-serif"><FONT size=3> <?xml:namespace prefix = o ns = "urn:schemasmicrosoft-com:office:office" /><o:p></o:p></FONT></FONT></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt; mso-layout-grid-align: none"><SPAN style="FONT-SIZE: 11pt; FONT-FAMILY: Fixedsys; mso-bidi-font-size: 9.0pt; mso-bidi-font-family: Fixedsys"><FONT face="Arial, Helvetica, sans-serif"><FONT size=3>The Transportation Security Administration (TSA) is responsible for reviewing all claims relating to the screening of passengers and their baggage.<SPAN style="mso-spacerun: yes"> </SPAN>In order to protect your rights under federal law and to file a valid claim, you must send your claim in writing to TSA, stating the circumstances of the loss and the exact amount you are claiming (fair market value of lost or destroyed property, reasonable cost of repair for damaged property), within two years after your claim accrued.<SPAN style="mso-spacerun: yes"> </SPAN>The claim must be signed by you or your authorized representative (e.g., an attorney or other personal representative with appropriate proof of authority).<SPAN style="mso-spacerun: yes"> </SPAN><o:p></o:p></FONT></FONT></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt; mso-layout-grid-align: none"><SPAN style="FONT-SIZE: 11pt; FONT-FAMILY: Fixedsys; mso-bidi-font-size: 9.0pt; mso-bidi-font-family: Fixedsys"><FONT face="Arial, Helvetica, sans-serif"><FONT size=3> <o:p></o:p></FONT></FONT></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt; mso-layout-grid-align: none"><SPAN style="FONT-SIZE: 11pt; FONT-FAMILY: Fixedsys; mso-bidi-font-size: 9.0pt; mso-bidi-font-family: Fixedsys"><FONT face="Arial, Helvetica, sans-serif"><FONT size=3>You can satisfy the notice requirement by filling out the attached Standard Form 95 (claim form) in accordance with the instructions, and returning it to the address in box #1.<SPAN style="mso-spacerun: yes"> </SPAN>Please be sure to follow the instructions carefully, and to fill out the claim form completely.<SPAN style="mso-spacerun: yes"> </SPAN>While use of the form is not mandatory, it will help you ensure that you meet the legal requirements for filing a claim.<SPAN style="mso-spacerun: yes"> </SPAN><o:p></o:p></FONT></FONT></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt; mso-layout-grid-align: none"><SPAN style="FONT-SIZE: 11pt; FONT-FAMILY: Fixedsys; mso-bidi-font-size: 9.0pt; mso-bidi-font-family: Fixedsys"><FONT face="Arial, Helvetica, sans-serif"><FONT size=3> <o:p></o:p></FONT></FONT></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt; mso-layout-grid-align: none"><SPAN style="FONT-SIZE: 11pt; FONT-FAMILY: Fixedsys; mso-bidi-font-size: 9.0pt; mso-bidi-font-family: Fixedsys"><FONT face="Arial, Helvetica, sans-serif"><FONT size=3>Once the Claims Management Office has received your claim form, you will be sent a letter of acknowledgement and a claim number.<SPAN style="mso-spacerun: yes"> </SPAN>You should keep the claim number for future reference when inquiring about your claim.<SPAN style="mso-spacerun: yes"> </SPAN>TSA will try to resolve your claim as quickly as possible, but it may need time to make a further investigation of the facts.<SPAN style="mso-spacerun: yes"> </SPAN>If TSA denies your claim, or has not finally resolved it within six months after you have filed it, you may have a right to bring your claim to court.<SPAN style="msospacerun: yes"> </SPAN><o:p></o:p></FONT></FONT></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt; mso-layout-grid-align: none"><SPAN style="FONT-SIZE: 11pt; FONT-FAMILY: Fixedsys; mso-bidi-font-size: 9.0pt; mso-bidi-font-family: Fixedsys"><FONT face="Arial, Helvetica, sans-serif"><FONT size=3> <o:p></o:p></FONT></FONT></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt; mso-layout-grid-align: none"><SPAN style="FONT-SIZE: 11pt; FONT-FAMILY: Fixedsys; mso-bidi-font-size: 9.0pt; mso-bidi-font-family: Fixedsys"><FONT face="Arial, Helvetica, sans-serif"><FONT size=3>Please visit TSAGÇÖs Claims Management OfficeGÇÖs website at </FONT><A title=blocked::https://claims.tsa.dhs.gov/ href="https://claims.tsa.dhs.gov/"><FONT size=3>https://claims.tsa.dhs.gov</FONT></A></FONT><FONT face="Arial, Helvetica, sansserif"><FONT size=3> for information related to filing a claim, checking the status of a claim and other claim related issues.<o:p></o:p></FONT></FONT></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt; mso-layout-grid-align: none"><SPAN style="FONT-SIZE: 11pt; FONT-FAMILY: Fixedsys; mso-bidi-font-size: 9.0pt; mso-bidi-font-family: Fixedsys"><FONT face="Arial, Helvetica, sans-serif"><FONT size=3> <o:p></o:p></FONT></FONT></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt; mso-layout-grid-align: none"><SPAN style="FONT-SIZE: 11pt; FONT-FAMILY: Fixedsys; mso-bidi-font-size: 9.0pt; mso-bidi-font-family: Fixedsys"><FONT face="Arial, Helvetica, sans-serif" size=3>We hope that this provides you with all of the information you need. If you have additional questions related to the claims process, please contact the Claims Management Office at </FONT><A href="mailto:[email protected]"><SPAN style="COLOR: windowtext"><FONT face="Arial, Helvetica, sans-serif" size=3>[email protected]</FONT></SPAN></A><FONT face="Arial, Helvetica, sans-serif" size=3>. </FONT></SPAN><SPAN style="FONT-SIZE: 11pt; mso-bidi-font-size: 12.0pt"><FONT face="Arial, Helvetica, sansserif"><FONT size=3>Please visit our website at <A href="http://www.tsa.gov/">www.tsa.gov</A> for additional information about
TSA.<SPAN style="mso-spacerun: yes"> </SPAN>We continue to add new information and encourage you to check the website frequently for updated information.<o:p></o:p></FONT></FONT></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt; mso-layout-grid-align: none"><SPAN style="FONT-SIZE: 11pt; FONT-FAMILY: Fixedsys; mso-bidi-font-size: 9.0pt; mso-bidi-font-family: Fixedsys"><FONT face="Arial, Helvetica, sans-serif"><FONT size=3> <o:p></o:p></FONT></FONT></SPAN></P><SPAN style="FONT-SIZE: 11pt; FONT-FAMILY: Fixedsys; mso-fareast-fontfamily: 'Times New Roman'; mso-ansi-language: EN-US; mso-fareast-language: EN-US; mso-bidi-language: AR-SA; mso-bidi-font-size: 9.0pt; mso-bidi-font-family: Fixedsys"><FONT face="Arial, Helvetica, sans-serif" size=3>TSA Contact Center</FONT></SPAN></FONT></FONT></FONT></FONT></FONT></DIV> <DIV STYLE="font-family: Arial;color: #000000;"></DIV> </FONT><BR><br><br><DIV>--- Original Message ---<BR>From: (b) (6) <(b) (6) ><BR>Received: 3/26/2008 10:09:47 AM Eastern Standard Time (GMT - 4:00 )<BR>To: "TSA Contact Center" <[email protected]><BR>Subject: Luggage checked<BR><BR> <META content="Microsoft Word 10 (filtered)" name=Generator> <STYLE> <!-/* Font Definitions */ @font-face {font-family:"Rage Italic";} @font-face {font-family:"Script MT Bold";} @font-face {font-family:"French Script MT";} @font-face {font-family:"Monotype Corsiva"; panose-1:3 1 1 1 1 2 1 1 1 1;} @font-face {font-family:Georgia; panose-1:2 4 5 2 5 4 5 2 3 3;} /* Style Definitions */ p.MsoNormal, li.MsoNormal, div.MsoNormal {margin:0in; margin-bottom:.0001pt; font-size:12.0pt; font-family:"Times New Roman";} a:link, span.MsoHyperlink {color:blue; text-decoration:underline;} a:visited, span.MsoHyperlinkFollowed {color:purple; text-decoration:underline;} span.EmailStyle17 {font-family:Arial; color:windowtext;} @page Section1 {size:8.5in 11.0in; margin:1.0in 1.25in 1.0in 1.25in;} div.Section1 {page:Section1;} --> </STYLE> <DIV class=Section1> <P class=MsoNormal><FONT face=Arial size=2><SPAN style="FONT-SIZE: 10pt; FONT-FAMILY: Arial">To whom this may concern, I had a flight out of Oklahoma City Flight # 2285, when I got home my Medicine was missing I just had it filled the last week of February for 90 days (Nexium 40mg) I had a hard time to get a 30 day supply because I just had my prescription filled, and it cost 45 Dollars. Can you help me?<BR><BR></SPAN></FONT></P> <P class=MsoNormal><FONT face=Arial size=2><SPAN style="FONT-SIZE: 10pt; FONT-FAMILY: Arial">Regards David Caudill</SPAN></FONT></P> <P class=MsoNormal><FONT face=Arial size=2><SPAN style="FONT-SIZE: 10pt; FONT-FAMILY: Arial"> </SPAN></FONT></P> <P class=MsoNormal style="MARGIN-BOTTOM: 12pt"><FONT face="Times New Roman" size=3><SPAN style="FONT-SIZE: 12pt"> </SPAN></FONT></P> <P class=MsoNormal><B><FONT face="Monotype Corsiva" size=5><SPAN style="FONT-WEIGHT: bold; FONT-SIZE: 16pt; FONT-FAMILY: 'Monotype Corsiva'" (b) (6) /SPAN></FONT></B> <IMG height=51 src="cid:[email protected]" width=264></P>
<P class=MsoNormal><FONT face="Times New Roman" size=3><SPAN style="FONT-SIZE: 12pt"> </SPAN></FONT></P> <P class=MsoNormal style="MARGIN-BOTTOM: 12pt"><FONT face="Times New Roman" size=3><SPAN style="FONT-SIZE: 12pt"><IMG height=51 src="cid:[email protected]" width=264></SPAN></FONT></P> <P class=MsoNormal style="MARGIN-BOTTOM: 12pt"><FONT face=Georgia size=5><SPAN style="FONT-SIZE: 18pt; FONT-FAMILY: Georgia">(b) (6) BR>(b) (6) SPAN></FONT><B><FONT face="Rage Italic" size=5><SPAN style="FONTWEIGHT: bold; FONT-SIZE: 16pt; FONT-FAMILY: 'Rage Italic'"><BR></SPAN></FONT></B><A href="mailto (b) (6) ><FONT face="Script MT Bold"><SPAN style="FONT-FAMILY: 'Script MT Bold'" (b) (6) </SPAN></FONT></A></P> <P class=MsoNormal style="MARGIN-BOTTOM: 12pt"><FONT face=Arial size=3><SPAN style="FONT-SIZE: 12pt; FONT-FAMILY: Arial"> </SPAN></FONT></P> <P class=MsoNormal><FONT face="Times New Roman" size=3><SPAN style="FONT-SIZE: 12pt"><BR></SPAN></FONT><B><I><FONT face="French Script MT"><SPAN style="FONT-WEIGHT: bold; FONT-STYLE: italic; FONT-FAMILY: 'French Script MT'"><BR></SPAN></FONT></I></B><FONT face=Arial size=2><SPAN style="FONT-SIZE: 10pt; FONT-FAMILY: Arial"><BR> </SPAN></FONT></P> <P class=MsoNormal><FONT face="Times New Roman" size=3><SPAN style="FONT-SIZE: 12pt"> </SPAN></FONT></P></DIV></DIV><BR><BR>------ TCC Control Number: ------<BR><<#182414-258749#>></body></html> END RECORD
CONTACT RECORD
EID: 50699361 Contact Type: Contact Date: 2008-03-30 12:51:37 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2008-03-29 12:51:49 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: The caller is missing two watches, earring, and makeup from her checked bag. The callers makeup bag was also left in dissarray. Body: Agent Notes: I advised the caller to file a claim with TSA. I also provided the number to TSA's lost and found at (OKC). I advised the caller to file a claim with TSA. I also provided the number to TSA's lost and found at (OKC). Follow Up: To TSOC Date: From TSOC Date: Last Updated By: Last Update Date: Opening Agent: Opened Date: 3/30/2008 12:51:37 PM Linked Event IDs:
(b) (6)
Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, HOU Houston, TX, USA - Houston Hobby Airport, Airline: Southwest AirlinesSouthwest Airlines, Subject Category: Claim Form Requests - Missing items from Checked Baggage - Claim Form Requests - Missing items from Checked Baggage Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 50703956 Contact Type: Contact Date: 2008-10-12 17:00:10 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2008-10-12 17:00:10 Contact Prefix: (b) (6) Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Items missing from checked bag@( & name specific item). Enter date claim form was mailed., Body: Agent Notes: Provided Lost and Found information to caller and explained claim process Provided Lost and Found information to caller and explained claim process Caller's daughter was missing $800 bracelet and ring. The check bag is missing There was no NOI inside the check bag. Puerto Rico, HOU Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Opening Agent: Opened Date: 10/12/2008 5:00:10 PM Linked Event IDs: Responses: Response Airport: OKCOKC,Oklahoma City, OK, USA - Will Rogers World Airport, Airline: Continental Airlines (present) -¬Continental Airlines (present) -¬, Subject Category: Claim Form Requests - Missing items from Checked Baggage - Claim Form Requests - Missing items from Checked Baggage Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 50704896 Contact Type: Contact Date: 2008-10-07 15:25:15 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2008-10-06 05:30:15 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Items damaged in checked bag @ OKC - silicon breast prosthetics were cut open, also has a belt missing. Body: Agent Notes: Provided caller with information on the claims process, and walked caller thru web for claim forms. Provided caller with information on the claims process, and walked caller thru web for claim forms. 10/6/08 NOI was in bag OKC-ORD-RDU AALA# 4101 @ 5:55am Gate# 4 Bag# AA0001034502 Had note from physician explaining what they were, with items, and they were see thru.
Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Opening Agent: Opened Date: 10/7/2008 3:25:15 PM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, Airline: American Airlines -¬American Airlines -¬, Subject Category: Claim Form Requests-Checked Bag - Claim Form Requests-Checked Bag Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 50711650 Contact Type: Contact Date: Medium: EMAIL Contact Status: CLOSED Incident Date: Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: (b) (6) Subject: ISSUE, Customer Service Feedback Body: THIS GENERATED EMAIL HAS BEEN SENT FROM TSA INTERNET CONTACT US-CUSTOMER SERVICE Remote Client IP: (b) (6) System Time: 4/5/2008 5:21:19 PM __________________________________________ User Name: Dana Christian User Email:
(b) (6)
_________________ To: [email protected] Category: Complaints Sub Category: Customer Service Message: My mother, (b) (6) traveled from Oklahoma City to Houston on Friday, April 5th. She is 77 years old. She has to wear orthopedic inserts in her shoes which must be lace up shoes. She asked for a chair to sit in in order to remove her shoes. She was told there wasn't one. Instead the attendent told her to put her foot up on a counter and removed her shoes for her. I'm sure she isn't the only person who needs someplace to sit to take off shoes. Can this issue be addressed? Thank you, Dana Christian __________________________________________ Date and Time of message: 4/5/2008 5:21:19 PM Agent Notes: Consumer Complaint BCC/CSM Response Consumer Complaint BCC/CSM Response, bcc Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Opening Agent: Opened Date: 4/6/2008 10:31:20 AM Linked Event IDs:
(b) (6)
Responses: Response Airport: OKCOKC,Oklahoma City, OK, USA - Will Rogers World Airport, Airline: Subject Category: Shoe Screening Policy - Shoe Screening Policy Interaction Type: COMPLAINT Response Email: From: Prior Vendor To: (b) (6) Subject: Re: Customer Service Feedback <<#186450-263524#>> Body: <html><HEAD><STYLE>p {margin-bottom: 0; margin-top: 0;}</STYLE></HEAD><body><FONT SIZE="2"> <DIV STYLE="font-family: Arial;color: #000000;"><FONT size=3><FONT size=3><FONT size=3><FONT size=3><FONT size=3><FONT size=3><FONT size=3> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif">Thank you for your email message. We are sorry you were unhappy with your recent travel experience.</FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif"> <?xml:namespace prefix = o ns = "urn:schemas-microsoft-com:office:office" /><o:p></o:p></FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif">Because your complaint is regarding screening at<SPAN style="mso-spacerun: yes"> OKC</SPAN>, we have forwarded a copy of your email to the Customer Service Manager at that airport. The Customer Service Manager is responsible for ensuring that the screener workforce adheres to TSA principles for professional processing.</FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif"> <o:p></o:p></FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif">We monitor the number and nature of complaints we receive to track trends and spot areas of concern that may require special attention. This ongoing process will enable us to ensure prompt, corrective action whenever we determine that security-screening policies need modification or specific employees or screener teams are the subjects of repeated complaints.</FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif"> <o:p></o:p></FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif">Again, the TSA offers sincere apologies for the discomfort you experienced while traveling and</FONT><SPAN style="FONT-SIZE: 12pt; FONT-FAMILY: Arial; mso-fareast-fontfamily: 'Times New Roman'; mso-ansi-language: EN-US; mso-fareast-language: EN-US; mso-bidi-language: AR-SA"> encourage you to check the latest information at <A href="http://www.tsa.gov/">www.tsa.gov</A>.</SPAN><FONT face=Arial></FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif"> <o:p></o:p></FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif">TSA Contact Center</FONT></P><FONT face="Tahoma, Verdana, Arial" size=2></FONT></FONT></FONT></FONT></FONT></FONT></FONT></FONT></DIV> <DIV STYLE="font-family: Arial;color: #000000;"></DIV> </FONT><BR><br><br><DIV>--- Original Message ---<BR>From: < (b) (6) ><BR>Received: 4/6/2008 10:31:19 AM Eastern Standard Time (GMT - 4:00 )<BR>To: "TSA Contact Center" <[email protected]><BR>Subject: Customer Service Feedback<BR><BR> <META content="MS Exchange Server version 6.5.7638.1" name=Generator><!-- Converted from text/plain format --> <P><FONT size=2>THIS GENERATED EMAIL HAS BEEN SENT FROM TSA INTERNET CONTACT US-CUSTOMER SERVICE</FONT> </P> <P><FONT size=2>Remote Client IP: (b) (6) </FONT> <BR><FONT size=2>System Time: 4/5/2008 5:21:19 PM</FONT> <BR><FONT size=2>__________________________________________</FONT> </P> <P><FONT size=2>User Name: </FONT><BR><FONT size=2 (b) (6) </FONT> </P> <P><FONT size=2>User Email: </FONT><BR><FONT size=2 (b) (6) </FONT> <BR><FONT size=2>__________________________________________</FONT> </P> <P><FONT size=2>To:</FONT> <BR><FONT size=2>[email protected]</FONT> </P> <P><FONT size=2>Category: </FONT><BR><FONT size=2>Complaints</FONT> </P> <P><FONT size=2>Sub Category: </FONT><BR><FONT size=2>Customer Service</FONT> </P> <P><FONT size=2>Message: </FONT><BR><FONT size=2>My mother, (b) (6) traveled from Oklahoma City to Houston on Friday, April 5th. She is 77 years old. She has to wear orthopedic inserts in her shoes which must be lace up shoes. She asked for a chair to sit in in order to remove her shoes. She was told there wasn't one. Instead the attendent told her to put her foot up on a counter and removed her shoes for her. I'm sure she isn't the only person who needs someplace to sit to take off shoes. Can this issue be addressed? Thank you,(b) (6) </FONT></P> <P><FONT size=2>__________________________________________</FONT> <BR><FONT size=2>Date and Time of message: 4/5/2008 5:21:19 PM</FONT> </P></DIV><BR><BR>------ TCC Control Number: ------<BR><<#186450-263524#>></body></html> END RECORD
CONTACT RECORD
EID: 50716158 Contact Type: Contact Date: 2008-04-10 16:22:53 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2008-04-10 16:31:23 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: (b) (6) Contact Address 2: Contact City: (b) (6) Contact State: (b) (6) Contact Zip: (b) (6) Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Caller stated that her checked bag was damaged @ OKC Body: Agent Notes: Provided caller with information on the claims process, and SF-95 mailed on (04/11/2008) Provided caller with information on the claims process, and SF-95 mailed on (04/11/2008) Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Opening Agent: Opened Date: 4/10/2008 4:22:53 PM Linked Event IDs:
(b) (6)
Responses: Response Airport: OKCMCI Kansas City, MO, USA - Kansas City International Airport, BNA Nashville, TN, USA - Nashville Metropolitan Airport, OKC Oklahoma City, OK, USA - Will Rogers World Airport, Airline: Subject Category: Claim Form Requests-Checked Bag - Claim Form Requests-Checked Bag Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 507162 Contact Type: Normal/General Contact Date: Jun 12 2012 12:33PM Medium: Email Contact Status: Closed Incident Date: Jun 12 2012 5:38AM Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: not provided Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: (b) (6) Subject: TSA Contact Us: Complaints Body: THIS GENERATED EMAIL HAS BEEN SENT FROM http://www.tsa.gov/contact/index.shtm -----------------------------------------------------------------------------------------------------------Remote Client IP: (b) (6) Date Time: 6/12/2012 12:33:15 PM ------------------------------------------------------------------------------------------------------------
Name: (b) (6) Mem FA 14495 Email: (b) (6) Complaints:Inappropriate Screening/Pat Down Screening Flight Info (If applicable. Enter Flight#/Airline/Terminal/Airport/Gate/Etc):CDO return okc - Mem Flight 3407 DeltaDelta Connection- Pinnacle report time 5:40am Comments:I am a Memphis Based Flight Attendant employee number 14495 with Pinnacle. During my return to Memphis with a report time of 5:40 am. i went through screening and the metal detector indicated something around my waist. I agreed to a public pat down and I told the TSA agent that it was my waist cincher. She proceeded to tell me what she would do. This procedure is not new since I have had a public pat down before and knew what to expect. She proceeded with the pat down but she rubbed up and against my private and I said for her to not do that. She said she had to go until her hand stopped but she also went up and across completely touching me inappropriate. She said I could ask for a supervisor and I did and her supervisor said the same thing. I told the supervisor she was touching my private part. The supervisor said that there would be a bigger commotion and that my plane would be delayed.I felt no other choice but to submit to this public humiliation. This woman touched my private several times and I know I was being molested. The agent who did the pat down is (b) (6) Her supervisor was (b) (6) (b) (6) This happened Tuesday June 12,2012, 5:38am at the Will Rogers Airport in OKC. If you look at the video, you will see my compliance but you will also noticed my becoming extremely upset telling her to not touch me like that and her supervisor not correcting the problem. Agent Notes: Sending to the CSM at CKC for review and notification. (b) (6) TCC Supervisor 6-12-12 Follow Up: To TSOC Date: From TSOC Date: Last Updated By: Last Update Date: Jun 12 2012 4:50PM Opening Agent: (b) (6) Opened Date: 6/12/2012 2:39:56 PM Linked Event IDs:
(b) (6)
Responses: Response Template Name: Pat Down Screening Complaint - BCC CSM Airport: OKC Airline: Delta Subject Category: Patdown - Flyer
Interaction Type: Complaint Response Email: From: (TSA Contact Center DO NOT REPLY) [email protected] To: (b) (6) Subject: In Response to your inquiry. Body: Thank you for your e-mail regarding your screening experience. The Transportation Security Administration (TSA) seeks to provide a high level of security and customer service to those who pass through our screening checkpoints. Our policies and procedures focus on ensuring that all passengers, regardless of their personal situations and needs, are treated with dignity, respect, and courtesy. Every person and item must be screened before entering the secured area of an airport, and the manner in which the screening is conducted is important. Transportation Security Officers (TSOs) must conduct additional screening to resolve an alarm of the WalkThrough Metal Detector (WTMD) or to resolve an anomaly discovered during Advanced Imaging Technology (AIT) screening. All TSOs are required to be considerate and thoughtful and are trained to explain what they are doing and what will happen next in the process. TSA regrets if this was not your experience. In addition, passengers may request a private screening if additional screening is required or at any time during the screening process. A companion may accompany a passenger who needs assistance to the private screening after the companion clears screening. In addition, screeners should offer a private screening before beginning a patdown inspection that will require displacing or lifting clothing. Passengers may choose to remain in the public area rather than go to a private area for screening, however, passengers who refuse screening in the public or private area will not be permitted to enter the secured area. Because your complaint concerns the conduct of TSOs at a specific airport we have forwarded a copy of your letter to the Customer Service Manager (CSM) at that location. Passengers may register a concern or complaint with security through the TSA CSM or TSA supervisory personnel at each airport. Customer Service Managers may be contacted via the “Talk to TSA” section of the TSA Web site at https: contact.tsa.dhs.gov talktotsa talktotsa.aspx. TSA monitors the number and nature of complaints we receive in order to track trends and spot areas of concern that may require special attention. This ongoing process enables us to ensure prompt, corrective action whenever we determine that security screening policies need modification or specific employees or screener teams are the subjects of repeated complaints. We consider your concerns to be a serious issue for our attention. TSA appreciates that you took the time to share your concerns with us. We are confident that through the concerns brought to us by the traveling public, we will be better able to address problem areas with corrective action.
We hope this information is helpful. TSA Contact Center END RECORD
CONTACT RECORD
EID: 50724240 Contact Type: Contact Date: 2008-05-29 16:21:49 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2008-05-14 06:35:00 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Caller wants to report that their TSA approved lock was missing from her check baggage after traveling through OKC. Body: Agent Notes: Informed caller of the claim process and walked caller thru the TSA website and how to download the claim form. Informed caller of the claim process and walked caller thru the TSA website and how to download the claim form. Baggage Tag AM323 14 TZR AA984001 7001984001 Flight 323 Caller stated that they attempted to file a claim with American Airlines and was told it is a TSA issue. Caller stated that there was no NOI in the bag. The cosmetics case on the top of the suitcase was opened, but nothing else.
Follow Up: To TSOC Date: From TSOC Date: Last Updated By: Last Update Date: Opening Agent: Opened Date: 5/29/2008 4:21:49 PM Linked Event IDs:
(b) (6)
Responses: Response Airport: OKCOKC,Oklahoma City, OK, USA - Will Rogers World Airport, Airline: American Airlines -¬American Airlines -¬, Subject Category: TSA Approved Locks - Missing or Damaged - TSA Approved Locks - Missing or Damaged Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 50724428 Contact Type: Contact Date: 2008-04-16 17:34:47 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2008-04-16 05:00:00 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Printer damaged within checked baggage as well as checked luggage damaged @ OKC Body: Agent Notes: Provided caller with information on the claims process and walked caller through website to obtain claim forms. Provided caller with information on the claims process and walked caller through website to obtain claim forms. Caller states she had a NOI inside of her checked luggage bag. Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Opening Agent: Opened Date: 4/16/2008 5:34:47 PM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, DFW Dallas/Ft Worth, TX, USA - Dallas Ft Worth International, CLT Charlotte, NC, USA - Charlotte/Douglas Intl Airport, RIC Richmond, VA, USA - Richmond International Airport, Airline: American Airlines -¬American Airlines -¬, Subject Category: Claim Form Requests-Checked Bag - Claim Form Requests-Checked Bag Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 50724586 Contact Type: Contact Date: 2008-04-16 20:32:26 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2008-04-16 20:32:27 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: The caller has a notice of inspection, and the snaps on the inside of the luggage are damaged. Body: Agent Notes: I provided the caller with instructions for filing & obtaining the claim form. I provided the caller with instructions for filing & obtaining the claim form. Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Opening Agent: Opened Date: 4/16/2008 8:32:26 PM Linked Event IDs:
(b) (6)
(b) (6)
Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, ELP El Paso, TX, USA - El Paso International Airport, Airline: American Airlines -¬American Airlines -¬, Subject Category: Claim Form Requests-Checked Bag - Claim Form Requests-Checked Bag Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 50725332 Contact Type: Contact Date: 2008-04-17 13:33:55 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2008-04-16 23:50:00 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Items missing from checked bag@(ORD & A Bottle of Cologne) Body: Agent Notes: Provided Lost and Found information to caller and SF-95 form mailed on (Date) Provided Lost and Found information to caller and SF-95 form mailed on (Date) Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Opening Agent: Opened Date: 4/17/2008 1:33:55 PM Linked Event IDs:
(b) (6)
Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, ORD Chicago, IL, USA - O'hare International Airport Airline: American Airlines American Airlines -¬, Subject Category: Claim Form Requests - Missing items from Checked Baggage - Claim Form Requests - Missing items from Checked Baggage Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 50727632 Contact Type: Contact Date: 2008-08-15 14:27:34 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2008-08-14 15:20:00 Contact Prefix: Contact First Name: Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Caller stated she is missing jewlery from her checked luggage @ OKC, Body: Agent Notes: Provided Lost and Found information to caller and advised caller how to download a claim form online. Provided Lost and Found information to caller and advised caller how to download a claim form online. NO NOI was inside. Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Opening Agent: Opened Date: 8/15/2008 2:27:34 PM Linked Event IDs:
(b) (6)
Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, LGB Long Beach, CA, USA - Long Beach Municipal Airport, Airline: jetBlue AirwaysjetBlue Airways, Subject Category: Claim Form Requests - Missing items from Checked Baggage - Claim Form Requests - Missing items from Checked Baggage Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 50730819 Contact Type: Contact Date: Medium: EMAIL Contact Status: CLOSED Incident Date: Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: (b) (6) Subject: ISSUE, luggage search Body: I recently traveled from Oklahoma City to Phoenix through Will Rogers Airport. As I travel for business I am a frequent flyer and have had TSA look into my checked luggage many many times. Before, the agents have always respected my belongings and without seeing the TSA notice, I would never have known my luggage was opened. This past trip however was a completely different story. My toiletries were dumped out of my toiletry bag, a letter was removed from an envelope, my curlers were dumped out of the bag they were in, and my clothes were literally tossed. I felt so violated, as though someone had come into my home and rummaged through my bureau drawers. It occurred to me at that point that there is no individual accountability for the agent who inspected my luggage. I am therefore suggesting that you initiate a method similar to that for clothing. We have all found the "Inspected by No. 34" in the pocket of our new jeans. TSA should issue each agent a stamp and they should be required to stamp the TSA Notice of Baggage Inspection so that should an agent require additional training about respecting the belongings of those of us whom you are protecting, the supervisor can be notified and the remediation can take place. This will have the added benefit of encouraging the agents to be more respectful because their number is on the TSA Notice. Sincerely,
(b) (6)
Agent Notes: General Complaint & Falling Short of Standard General Complaint & Falling Short of Standard, Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Opening Agent: Opened Date: 7/31/2008 12:11:59 PM Linked Event IDs: Responses: Response Airport: OKCOKC,Oklahoma City, OK, USA - Will Rogers World Airport, PHX Phoenix, AZ, USA - Sky Harbor International Airport, Airline: Subject Category: Mishandling of Passengers Property - Disarrayed Carry-on/Checked Baggage - Mishandling of Passengers Property Disarrayed Carry-on/Checked Baggage Interaction Type: COMPLAINT Response Email: From: Prior Vendor To: (b) (6) Subject: Re: luggage search <<#224903-309339#>>
Body: <html><HEAD><STYLE>p {margin-bottom: 0; margin-top: 0;}</STYLE></HEAD><body><FONT SIZE="2"> <DIV STYLE="font-family: Arial;color: #000000;"><FONT size=3><FONT size=3><FONT size=3><FONT size=3><FONT size=3><FONT size=3><FONT size=3><FONT face="Tahoma, Verdana, Arial" size=2> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><SPAN style="FONT-FAMILY: Arial"><FONT size=3>Thank you for your electronic mail message. <FONT face="Arial, Helvetica, sans-serif">We are sorry you were unhappy with your recent travel experience and hope that the following information will be helpful. </FONT></FONT></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><SPAN style="FONT-FAMILY: Arial"><FONT size=3> <?xml:namespace prefix = o ns = "urn:schemas-microsoft-com:office:office" /><o:p></o:p></FONT></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><SPAN style="FONT-FAMILY: Arial"><FONT size=3>One of our key objectives has been to ensure that all passengers consistently receive professional and courteous checkpoint processing while maintaining our high level of security. Along with expanded training on the enhanced security procedures, each Federal airport screener receives training on professional and courteous conduct to make the process run smoothly and reduce the inconvenience to the public. <o:p></o:p></FONT></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><SPAN style="FONT-FAMILY: Arial"><FONT size=3> <o:p></o:p></FONT></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><SPAN style="FONT-FAMILY: Arial"><FONT size=3>Enhanced security measures require that all checked baggage undergo some form of screening for prohibited items. A variety of security measures are applied to the baggage and/or persons of passengers selected through the screening process, including random searches. Physical search of the luggage is required to clear every alarm. TSA screeners should exercise great care during the screening process to ensure that passengers' belongings are returned and not damaged when a bag needs to be opened. Unfortunately, on some occasions the screening process may fall short of our established standard. We apologize if these high standards were not met.<o:p></o:p></FONT></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><SPAN style="FONT-FAMILY: Arial"><FONT size=3> <o:p></o:p></FONT></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><SPAN style="FONT-FAMILY: Arial"><FONT size=3>We monitor the number and nature of complaints we receive to track trends and spot areas of concern that may require special attention. This ongoing process will enable us to ensure prompt, corrective action whenever we determine that security-screening policies need modification or specific employees or screener teams are the subjects of repeated complaints.<o:p></o:p></FONT></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><SPAN style="FONT-FAMILY: Arial"><FONT size=3> <o:p></o:p></FONT></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><SPAN style="FONT-FAMILY: Arial"><FONT size=3>We appreciate your taking the time to share your thoughts and concerns with us. </FONT></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><SPAN style="FONT-FAMILY: Arial"><FONT size=3> <o:p></o:p></FONT></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><SPAN style="FONT-FAMILY: Arial"><FONT size=3> <o:p></o:p></FONT></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT size=3><?xml:namespace prefix = st1 ns = "urn:schemas-microsoftcom:office:smarttags" /><st1:place w:st="on"><st1:PlaceName w:st="on"><SPAN style="FONT-FAMILY: Arial">TSA</SPAN></st1:PlaceName><SPAN style="FONT-FAMILY: Arial"> <st1:PlaceName w:st="on">Contact</st1:PlaceName> <st1:PlaceType w:st="on">Center</st1:PlaceType></SPAN></st1:place><SPAN style="FONT-FAMILY: Arial"><o:p></o:p></SPAN></FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><SPAN style="FONT-FAMILY: Arial"><o:p><FONT size=3> </FONT></o:p></SPAN></P> <P></FONT></FONT></FONT></FONT> </P></FONT></FONT></FONT></FONT></DIV> <DIV STYLE="font-family: Arial;color: #000000;"></DIV> </FONT><BR><br><br><DIV>--- Original Message ---<BR>From: ><BR>Received: 7/31/2008 12:11:58 PM Eastern Standard Time (GMT - 4:00 )<BR>To: "TSA Contact Center" <[email protected]><BR>Subject: luggage search<BR><BR><BASE href="file://C:\Program Files\Common Files\Microsoft Shared\Stationery\"> <STYLE> BODY { font-family: Arial; font-size: 10pt; color: 000000; background-position: top left; background-repeat: no-repeat; } </STYLE> <META content="MSHTML 6.00.6000.16674" name=GENERATOR> <DIV>I recently traveled from Oklahoma City to Phoenix through Will Rogers Airport. As I travel for business I am a frequent flyer and have had TSA look into my checked luggage many many times. Before, the agents have always respected my belongings and without
(b) (6)
seeing the TSA notice, I would never have known my luggage was opened.</DIV> <DIV> </DIV> <DIV>This past trip however was a completely different story. My toiletries were dumped out of my toiletry bag, a letter was removed from an envelope, my curlers were dumped out of the bag they were in, and my clothes were literally tossed. I felt so violated, as though someone had come into my home and rummaged through my bureau drawers.</DIV> <DIV> </DIV> <DIV>It occurred to me at that point that there is no individual accountability for the agent who inspected my luggage. I am therefore suggesting that you initiate a method similar to that for clothing. We have all found the "Inspected by No. 34" in the pocket of our new jeans. TSA should issue each agent a stamp and they should be required to stamp the TSA Notice of Baggage Inspection so that should an agent require additional training about respecting the belongings of those of us whom you are protecting, the supervisor can be notified and the remediation can take place. This will have the added benefit of encouraging the agents to be more respectful because their number is on the TSA Notice.</DIV> <DIV> </DIV> <DIV>Sincerely,</DIV> <DIV> </DIV> <DIV>(b) (6) </DIV> <DIV> </DIV> <DIV> </DIV></DIV><BR><BR>------ TCC Control Number: ------<BR><<#224903-309339#>></body></html> END RECORD
CONTACT RECORD
EID: 50737712 Contact Type: Contact Date: 2008-04-26 21:42:39 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2008-04-26 11:00:39 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Items missing from checked bag@(OKC & camera charger). NOI was in bag. Body: Agent Notes: Provided Lost and Found information to caller and offered claim form on website. Provided Lost and Found information to caller and offered claim form on website. Follow Up: To TSOC Date: From TSOC Date: Last Updated By: Last Update Date: Opening Agent: Opened Date: 4/26/2008 9:42:39 PM Linked Event IDs:
(b) (6)
Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, FLL Ft Lauderdale, FL, USA - Ft Lauderdale/Hollywood Intl Apt, Airline: American Airlines -¬American Airlines -¬, Subject Category: Claim Form Requests - Missing items from Checked Baggage - Claim Form Requests - Missing items from Checked Baggage Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 50739660 Contact Type: Contact Date: 2008-04-28 17:45:13 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2008-04-28 00:00:00 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Caller said that the cap on the medicine was not put back on the bottle properly and the medicine was all over the bag. Body: Agent Notes: Advised caller we would note the issue and that the call would be documented. Advised caller we would note the issue and that the call would be documented. There was a notice of baggage inspection. Follow Up: To TSOC Date: From TSOC Date: Last Updated By: Last Update Date: Opening Agent: Opened Date: 4/28/2008 5:45:13 PM Linked Event IDs:
(b) (6)
(b) (6)
Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, Airline: US Airways (1990s-2000s)US Airways (1990s-2000s), Subject Category: Mishandling of Passengers Property - Disarrayed Carry-on/Checked Baggage - Mishandling of Passengers Property Disarrayed Carry-on/Checked Baggage Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 50750666 Contact Type: Contact Date: 2008-05-06 21:50:29 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2008-05-06 21:50:29 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Caller says that items were missing from his checked bag. Body: Agent Notes: Provided Lost and Found information to caller and SF-95 form on the TSA.gov Provided Lost and Found information to caller and SF-95 form on the TSA.gov Provided Lost and Found information to caller and SF-95 form on the TSA.gov Notice of Inspection was left. Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Opening Agent: Opened Date: 5/6/2008 9:50:29 PM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, Airline: Continental Airlines (present) -¬Continental Airlines (present) -¬, Subject Category: Claim Form Requests - Missing items from Checked Baggage - Claim Form Requests - Missing items from Checked Baggage Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 50754801 Contact Type: Contact Date: 2007-07-18 11:54:24 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2007-07-15 09:00:00 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Caller wanted to report that screener made mess of checked bag and items were not re-packed properly after screening at (OKC). Body: Agent Notes: Advised caller we would note issue, and an FYI will be sent to the CSM at that airport who oversees the screening operation. Offered a claim form. Advised caller we would note issue, and an FYI will be sent to the CSM at that airport who oversees the screening operation. Offered a claim form., Advised caller we would note issue, and an FYI will be sent to the CSM at that airport who oversees the screening operation. Offered a claim form., Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Opening Agent: Opened Date: 7/18/2007 11:54:24 AM Linked Event IDs: Responses: Response Airport: OKCOKC Airline: American Airlines -¬American Airlines -¬, Subject Category: Mishandling of Passengers Property - Disarrayed Carry-on/Checked Baggage - Mishandling of Passengers Property Disarrayed Carry-on/Checked Baggage Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 50759107 Contact Type: Contact Date: Medium: EMAIL Contact Status: CLOSED Incident Date: Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: (b) (6) Subject: Body: THIS GENERATED EMAIL HAS BEEN SENT FROM TSA INTERNET CONTACT US-CUSTOMER SERVICE Remote Client IP: (b) (6) System Time: 7/16/2007 11:27:24 PM __________________________________________ User Name:
(b) (6)
User Email:
(b) (6)
__________________________________________ To: [email protected] Category: Compliment Message: I am so upset. I want to file an official complaint about the OKC Will Rogers World Airport TSA employees. I understand the need to occasionally go through bags that are checked. But I had two guests fly into OKC, OK for an Arbonne Convention (Skin Care/Beauty). Upon leaving, one early Sunday, 7/15 and one around noon on Monday, 7/16 (both flying on United Airlines) their checked luggage was not only "checked" it was ramsacked. They had slit the zip loc bags that held samples of our sea salt scrubs, lotions, shampoos, shower gels, cleansers etc. Totally defeating the purpose of putting liquids/creams in a bag for extra protection. Not only did they demolish bags that are easily accessible they opened lids of products and ruthlessly did not screw them back on. Both of my friends arrived at their destinations with not only very expense products ruined, which are basically the tools of our trade, it ruined everything in the bag books bought at the convention, notes, product catalogs, souvenirs, clothes, even a bible! I feel like our government employees have totally crossed the line here. They are to make us feel safer not afraid for what happens to us at the airport. If we are NOT to take liquids in our checked lugguage then we need to be told. I'd like to know who is responsible for the destruction? I'll also be calling to see if there is someone I can speak with. I am really upset. Thank you very much for any guidance you can give.
(b) (6)
__________________________________________ Date and Time of message: 7/16/2007 11:27:24 PM Agent Notes: Consumer Complaint BCC CSM-No Airport Provided Consumer Complaint BCC CSM-No Airport Provided, BCC(b) (6)
(b) (6)
Follow Up: To TSOC Date: From TSOC Date:
Last Updated By: Last Update Date: Opening Agent: Opened Date: 7/17/2007 1:43:55 PM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, Airline: Subject Category: Discourteous- Rude Employee - Discourteous- Rude Employee Interaction Type: COMPLAINT Response Email: From: Prior Vendor To:(b) (6) Subject: Re: Customer Service Feedback <<#110403-171567#>> Body: <html><HEAD><STYLE>p {margin-bottom: 0; margin-top: 0;}</STYLE></HEAD><body><FONT SIZE="2"> <DIV STYLE="font-family: Arial;color: #000000;"><FONT size=3><FONT size=3><FONT size=3><FONT size=3><FONT size=3><FONT size=3> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif">Thank you for your email message. We are sorry you were unhappy with your recent travel experience.</FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif"> <?xml:namespace prefix = o ns = "urn:schemas-microsoft-com:office:office" /><o:p></o:p></FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif">Because your complaint is regarding screening at<SPAN style="mso-spacerun: yes"> OKC</SPAN>, we have forwarded a copy of your email to the Customer Service Manager at that airport. The Customer Service Manager is responsible for ensuring that the screener workforce adheres to TSA principles for professional processing.</FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif"> <o:p></o:p></FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif">We monitor the number and nature of complaints we receive to track trends and spot areas of concern that may require special attention. This ongoing process will enable us to ensure prompt, corrective action whenever we determine that security-screening policies need modification or specific employees or screener teams are the subjects of repeated complaints.</FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif"> <o:p></o:p></FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif">Again, the TSA offers sincere apologies for the discomfort you experienced while traveling and</FONT><SPAN style="FONT-SIZE: 12pt; FONT-FAMILY: Arial; mso-fareast-fontfamily: 'Times New Roman'; mso-ansi-language: EN-US; mso-fareast-language: EN-US; mso-bidi-language: AR-SA"> encourage you to check the latest information at <A href="http://www.tsa.gov/">www.tsa.gov</A>.</SPAN><FONT face=Arial></FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif"> <o:p></o:p></FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif">TSA Contact Center</FONT></P><FONT face="Tahoma, Verdana, Arial" size=2></FONT></FONT></FONT></FONT></FONT></FONT></FONT></DIV> <DIV STYLE="font-family: Arial;color: #000000;"></DIV> </FONT><BR><br><br><DIV>--- Original Message ---<BR>From: < (b) (6) ><BR>Received: 7/17/2007 1:43:55 PM Eastern Standard Time (GMT - 4:00 )<BR>To: "TSA Contact Center" <[email protected]><BR>Subject: Customer Service Feedback<BR><BR> <META content="MS Exchange Server version 6.5.6944.0" name=Generator><!-- Converted from text/plain format --> <P><FONT size=2>THIS GENERATED EMAIL HAS BEEN SENT FROM TSA INTERNET CONTACT US-CUSTOMER SERVICE</FONT> </P> <P><FONT size=2>Remote Client IP: (b) (6) </FONT> <BR><FONT size=2>System Time: 7/16/2007 11:27:24 PM</FONT> <BR><FONT size=2>__________________________________________</FONT> </P> <P><FONT size=2>User Name: </FONT><BR><FONT size=2 (b) (6) /FONT> </P> <P><FONT size=2>User Email: </FONT><BR><FONT size=2 (b) (6) /FONT> <BR><FONT size=2>__________________________________________</FONT> </P> <P><FONT size=2>To:</FONT> <BR><FONT size=2>[email protected]</FONT> </P> <P><FONT size=2>Category: </FONT><BR><FONT size=2>Compliment</FONT> </P> <P><FONT size=2>Message: </FONT><BR><FONT size=2>I am so upset. I want to file an official complaint about the OKC Will Rogers World Airport TSA employees. I understand the need to occasionally go through bags that are checked. But I had two guests fly into OKC, OK for an Arbonne Convention (Skin Care/Beauty). Upon leaving, one early Sunday, 7/15 and one around noon on Monday, 7/16 (both flying on United Airlines) their checked luggage was not only "checked" it was ramsacked. They had slit the zip loc bags that held samples of our sea salt scrubs, lotions, shampoos, shower gels, cleansers etc. Totally defeating the purpose of putting liquids/creams in a bag for extra protection. Not only did they demolish bags that are easily accessible they opened lids of products and ruthlessly did not screw them back on. Both of my friends arrived at their destinations with not only very expense products ruined, which are
(b) (6)
basically the tools of our trade, it ruined everything in the bag - books bought at the convention, notes, product catalogs, souvenirs, clothes, even a bible! I feel like our government employees have totally crossed the line here. They are to make us feel safer not afraid for what happens to us at the airport. If we are NOT to take liquids in our checked lugguage then we need to be told. I'd like to know who is responsible for the destruction? I'll also be calling to see if there is someone I can speak with. I am really upset. Thank you very much for any guidance you can give. (b) (6) </FONT></P> <P><FONT size=2>__________________________________________</FONT> <BR><FONT size=2>Date and Time of message: 7/16/2007 11:27:24 PM</FONT> </P></DIV><BR><BR>------ TCC Control Number: ------<BR><<#110403-171567#>></body></html> END RECORD
CONTACT RECORD
EID: 50766603 Contact Type: Contact Date: 2008-05-19 16:31:29 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2008-05-18 16:31:55 Contact Prefix: Contact First Name: Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Caller asked to be walked thru TSA website for checked baggage complaints (claim forms) Body: Agent Notes: Walked caller through website for claim form. Gave lost and found number. Sent msg to CSM. Walked caller through website for claim form. Gave lost and found number. Sent msg to CSM. The following information has been received by the TSA Contact Center and it is being forwarded to you for your review and/or follow-up. Please reply by email, to the TCC Customer Service Representative sending this message, with the actions taken to resolve this consumers' issue.
(b) (6)
(b) (6)
Brief Description: (b) (6) stated that she had several items missing and mishandled. I walked the caller thru the website for the claim forms and apologized to her for the terrible inconvenience. Please contact her in regards to her further concerns about the way that TSA re-packed her bag. Thank you for your future assistance.
Date of Incident: 5/18/08 Customer Name: (b) (6) Customer Contact Information: (b) (6) Airport: OKC Airline: American Flight#: 1675 Terminal/Gate: N/A (Caller unsure) Check In/Incident Time: 7:45 am Checked Baggage: 1 Baggage Tag Number: AA- 599622 or 4001599622 Event ID #: 300195843080519
Follow Up: To TSOC Date: From TSOC Date: Last Updated By: Last Update Date: Opening Agent: Opened Date: 5/19/2008 4:31:29 PM Linked Event IDs:
(b) (6)
Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, DFW Dallas/Ft Worth, TX, USA - Dallas Ft Worth International, Airline: American Airlines -¬American Airlines -¬, Subject Category: Claim Form Requests-Website - Claim Form Requests-Website Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 50782952 Contact Type: Contact Date: 2007-08-22 21:14:19 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2007-08-22 21:14:19 Contact Prefix: (b) (6) Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: (b) (6) Contact Address 2: Contact City: (b) (6) Contact State:(b) (6) Contact Zip: (b) (6) Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Items missing from checked bag @ OKC Body: Agent Notes: Provided Lost and Found information to caller and SF-95 form mailed on 8/25/2007 Provided Lost and Found information to caller and SF-95 form mailed on 8/25/2007 Luggage was delayed. Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Opening Agent: Opened Date: 8/22/2007 9:14:19 PM Linked Event IDs: Responses: Response Airport: OKCOKC,Oklahoma City, OK, USA - Will Rogers World Airport, Airline: Subject Category: Claim Form Requests - Missing items from Checked Baggage - Claim Form Requests - Missing items from Checked Baggage Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 50783277 Contact Type: Contact Date: 2009-01-09 12:25:08 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2009-01-09 12:25:08 Contact Prefix: Contact First Name:(b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Caller inquired about the screening of his checked luggage, Body: Agent Notes: Sent CSM to CSM for follow up. Sent CSM to CSM for follow up. Caller stated everytime he travels his checked luggage is inspected with a NOI inside. Caller stated this time some of his items were not repacked in the manner he packed them and some clothing was wrinkled. Caller was provided with the various reasons why his checked luggage would have been inspected but requested to speak with a manager to specifically find out why his luggage was pulled for that day. As a result, a CSM was submitted.
(b) (6)
The following information has been received by the TSA Contact Center and it is being forwarded to you for your review and/or follow-up. Please reply by email, to the TCC Customer Service Representative sending this message, with the actions taken to resolve this consumers' issue. Brief Description:(b) (6) stated when he arrived home he opened his checked luggage to find a NOI inside and his luggage repacked incorrectly. (b) (6) stated nothing was damaged or missing but he was curious to know why his luggage was inspected because every time he travels he often received a NOI inside. Mr. Ortega has requested to speak with a manager about the inspection process and know specifically why his luggage was opened. Date of Incident: 1/6/2008 Customer Name: (b) (6) Customer Contact Information: / Cell Phone Airport: OKC Airline: Continental Airlines Flight#: 605 Terminal/Gate: N/A Check In/Incident Time: 6:30 am Carry On or Checked Baggage: Checked Luggage Baggage Tag Number: N/A Event ID #: 300113679790109
(b) (6)
Follow Up: To TSOC Date: From TSOC Date: Last Updated By: Last Update Date: Opening Agent: Opened Date: 1/9/2009 12:25:08 PM Linked Event IDs:
(b) (6)
Responses: Response Airport: OKCOKC,Oklahoma City, OK, USA - Will Rogers World Airport, Airline: Continental Airlines (present) -¬Continental Airlines (present) -¬, Subject Category: Secondary Screening - General - Secondary Screening - General
Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 50786136 Contact Type: Contact Date: 2007-08-04 11:57:34 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2007-07-29 09:00:00 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Items were missing from checked bag @ (OKC & $10.00 in coins and her TSA lock) Body: Agent Notes: Gave web address to down load claim form. Gave web address to down load claim form.Provided caller with information on the claims process, and SF-95 mailed on (Date), Provided caller with information on the claims process, and SF-95 mailed on (Date), Caller stated there was no NOI inside of luaggage. Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Opening Agent: Opened Date: 8/4/2007 11:57:34 AM Linked Event IDs: Responses: Response Airport: OKCOKC Airline: ChampionChampionChalk's International Airlines, Subject Category: Claim Form Requests-Checked Bag - Claim Form Requests-Checked Bag Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 50786148 Contact Type: Contact Date: 2007-08-05 20:21:51 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2007-08-04 15:21:51 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Caller wanted to report unprofessional behavior (I.E. rude yelling, cursing, abuse of power, perception,screener/employee refuses to answer questionsGǪ) displayed by TSA employee at: (OKC), Body: Agent Notes: Apologized to the caller and advised that a message will be sent to CSM. Apologized to the caller and advised that a message will be sent to CSM., Apologized to the caller and advised that a message will be sent to CSM., Brief Description:(b) (6) called on behalf of her 17-year-old daughter. While going through the general security checkpoint her daughter set off the metal detector. A security officer informed the customer that she was randomly selected to do an extensive search. A woman then took her into a room where the she was asked questions and her bag was searched. While in the room the security officer told the customer to take her bra off or raise her shirt so the officer can check to see if the back of her bra is setting off the alarm. Later, the security officer rolls down her jeans to check her buttons revealing her pubic hair. The customer was kept in screening for over an hour. (b) (6) is very troubled by this incident and would like someone to contact her in reference to this incident as soon as possible. Date of Incident: 8/4/2007 Customer Name: (b) (6) Customer Contact Information (phone number or email address) (b) (6) Airport: OKC Airline: Jet Express Flight#: not given Terminal/Gate: not given Check In/Incident Time: 3:20PM Carry On or Checked Baggage: -TCRS #: 96072182312581
(b) (6)
Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Opening Agent: Opened Date: 8/5/2007 8:21:51 PM Linked Event IDs: Responses: Response Airport: OKCOKC,Oklahoma City, OK, USA - Will Rogers World Airport, Airline: Jet ExpressJet Express, Subject Category: Discourteous- Rude Employee - Discourteous- Rude Employee Interaction Type: COMPLAINT Response Email:
END RECORD
CONTACT RECORD
EID: 50787048 Contact Type: Contact Date: 2007-08-03 10:34:12 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2007-08-03 10:34:12 Contact Prefix: Contact First Name: Refused Contact Middle Initial: Contact Last Name: Refused Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Caller was attempting to bring prohibited items through the checkpoint and said that a TSO employee named (b) (6) was rude and escorted her to the back of the line for no reason. Body: Agent Notes: Apologized to the caller and advised that a message will be recorded. Apologized to the caller and advised that a message will be recorded.Apologized to the caller and advised that a message will be sent to CSM., Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Opening Agent: Opened Date: 8/3/2007 10:34:12 AM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, Airline: Subject Category: Discourteous- Rude Employee - Discourteous- Rude Employee Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 50788276 Contact Type: Contact Date: Medium: EMAIL Contact Status: CLOSED Incident Date: Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: (b) (6) Subject: Body: -----Original Message----From: (b) (6) Sent: Wednesday, July 18, 2007 1:55 PM To: OCR-externalcompliance, tsa Subject: Customer Service Feedback THIS GENERATED EMAIL HAS BEEN SENT FROM TSA INTERNET CONTACT US-CUSTOMER SERVICE Remote Client IP: (b) (6) System Time: 7/18/2007 1:54:36 PM __________________________________________ User Name: Dallas Powell User Email:
(b) (6)
__________________________________________ To: [email protected] Category: Complaints Sub Category: Civil Rights Message: Back in November 2006, I was travelling on official duty in my Army "dress green" uniform, as an escort officer for a deceased soldier, who was a friend. After I had just supervised being loaded onto the plane in OKC, I was subjected to a humiliating search at the security checkpoint, even though I politely explained my mission to the TSA agent. Of the more than 200 passengers at the checkpoint at that moment, I was the only one singled out for "special screening," even though I was also the only one travelling in full military uniform,
under official military orders, performing my duties in escorting the body of a fallen comrade. The treatment I was forced to endure was absolutely inexcusable. I had to remove my shoes, my coat, my belt, and my shirt in plain view of the entire crowd and when I questioned the agent, she quite rudely responded that she would summon her supervisor. The supervisor then dropped my laptop computer case on the floor (without even attempting an apology), and continued aimlessly in her futile search of a uniformed soldier for anything suspicious. I am now deployed to Kuwait, and was subjected to other, equally useless searches at ATL upon my departure. There is no logical reason whatsoever that any soldier departing his home to defend his country should have to take off his combat boots to be scanned for bombs, period. Or anything else, for that matter. In the future, please give soldiers -- especially those of us travelling in uniform -- some respect, courtesy, and the right to travel without our rights being outrageously violated. Is it bad enough that we have to leave family and friends for months on end, enduring the worst kinds of conditions to ensure that our country's freedoms are protected? There should be a special line for us, where we don't have to disrobe in front of hundreds of strangers or otherwise be publicly embarassed. We are, after all, defending your right to perform your job, however incompetently you may decide to carry it out. Give us a break for once. Sincerely,
(b) (6)
Major, U.S. Army Camp Arifjan, Kuwait __________________________________________ Date and Time of message: 7/18/2007 1:54:36 PM Agent Notes: Consumer Complaint BCC/CSM Response Consumer Complaint BCC/CSM Response, bcc/
(b) (6)
Follow Up: To TSOC Date: From TSOC Date: Last Updated By: Last Update Date: Opening Agent: Opened Date: 7/30/2007 8:34:06 AM Linked Event IDs:
(b) (6)
(b) (6)
Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, ATL Atlanta, GA, USA - Hartsfield International, Airline: Subject Category: Discourteous- Rude Employee - Discourteous- Rude Employee Interaction Type: COMPLAINT Response Email: From: Prior Vendor To:(b) (6) Subject: Re: Customer Service Feedback <<#114246-176072#>> Body: <html><HEAD><STYLE>p {margin-bottom: 0; margin-top: 0;}</STYLE></HEAD><body><HTML><HEAD><STYLE>p {margin-bottom: 0; margin-top: 0;}</STYLE></HEAD><body><FONT SIZE="2"> <DIV STYLE="font-family: Arial;color: #000000;"><FONT size=3><FONT size=3><FONT size=3><FONT size=3><FONT size=3><FONT size=3> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif">Thank you for your email message. We are sorry you were unhappy with your recent travel experience.</FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif"> <?xml:namespace prefix = o ns = "urn:schemas-microsoft-com:office:office" /><o:p></o:p></FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif">Because your complaint is regarding
screening at<SPAN style="mso-spacerun: yes"> OKC and Atlanta</SPAN>, we have forwarded a copy of your email to the Customer Service Manager at that airport. The Customer Service Manager is responsible for ensuring that the screener workforce adheres to TSA principles for professional processing.</FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif"> <o:p></o:p></FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif">We monitor the number and nature of complaints we receive to track trends and spot areas of concern that may require special attention. This ongoing process will enable us to ensure prompt, corrective action whenever we determine that security-screening policies need modification or specific employees or screener teams are the subjects of repeated complaints.</FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif"> <o:p></o:p></FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif">Again, the TSA offers sincere apologies for the discomfort you experienced while traveling and</FONT><SPAN style="FONT-SIZE: 12pt; FONT-FAMILY: Arial; mso-fareast-fontfamily: 'Times New Roman'; mso-ansi-language: EN-US; mso-fareast-language: EN-US; mso-bidi-language: AR-SA"> encourage you to check the latest information at <A href="http://www.tsa.gov/">www.tsa.gov</A>.</SPAN><FONT face=Arial></FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif"> <o:p></o:p></FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif">TSA Contact Center</FONT></P><FONT face="Tahoma, Verdana, Arial" size=2></FONT></FONT></FONT></FONT></FONT></FONT></FONT></DIV> <DIV STYLE="font-family: Arial;color: #000000;">-----Original Message-----<BR>From: <BR>Sent: Wednesday, July 18, 2007 1:55 PM<BR>To: OCR-externalcompliance, tsa<BR>Subject: Customer Service Feedback<BR><BR>THIS GENERATED EMAIL HAS BEEN SENT FROM TSA INTERNET CONTACT USCUSTOMER<BR>SERVICE<BR><BR>Remote Client IP: (b) (6) <BR>System Time: 7/18/2007 1:54:36 PM<BR>__________________________________________<BR><BR>User Name: <BR>(b) (6) <BR><BR>User Email: <BR>(b) (6) <BR>__________________________________________<BR><BR>To:<BR>[email protected]<BR><BR>Category: <BR>Complaints<BR><BR>Sub Category: <BR>Civil Rights<BR><BR>Message: <BR>Back in November 2006, I was travelling on official duty in my Army<BR>"dress green" uniform, as an escort officer for a deceased soldier, who<BR>was a friend. After I had just supervised being loaded onto the plane<BR>in OKC, I was subjected to a humiliating search at the security<BR>checkpoint, even though I politely explained my mission to the TSA<BR>agent. Of the more than 200 passengers at the checkpoint at that<BR>moment, I was the only one singled out for "special screening," even<BR>though I was also the only one travelling in full military uniform,<BR>under official military orders, performing my duties in escorting the<BR>body of a fallen comrade. The treatment I was forced to endure was<BR>absolutely inexcusable. I had to remove my shoes, my coat, my belt, and<BR>my shirt in plain view of the entire crowd and when I questioned the<BR>agent, she quite rudely responded that she would summon her supervisor.<BR>The supervisor then dropped my laptop computer case on the floor<BR>(without even attempting an apology), and continued aimlessly in her<BR>futile search of a uniformed soldier for anything suspicious.<BR><BR>I am now deployed to Kuwait, and was subjected to other, equally useless<BR>searches at ATL upon my departure. There is no logical reason<BR>whatsoever that any soldier departing his home to defend his country<BR>should have to take off his combat boots to be scanned for bombs,<BR>period. Or anything else, for that matter.<BR><BR>In the future, please give soldiers -- especially those of us travelling<BR>in uniform -- some respect, courtesy, and the right to travel without<BR>our rights being outrageously violated. Is it bad enough that we have<BR>to leave family and friends for months on end, enduring the worst kinds<BR>of conditions to ensure that our country's freedoms are protected?<BR>There should be a special line for us, where we don't have to disrobe in<BR>front of hundreds of strangers or otherwise be publicly embarassed. We<BR>are, after all, defending your right to perform your job, however<BR>incompetently you may decide to carry it out. Give us a break for once.<BR><BR>Sincerely,<BR (b) (6) BR>Major, U.S. Army<BR>Camp Arifjan, Kuwait<BR><BR>__________________________________________<BR>Date and Time of message: 7/18/2007 1:54:36 PM</DIV></FONT><BR><BR>------ TCC Control Number: ------<BR><<#114246-176072#>></BODY></HTML></body></html> END RECORD
(b) (6)
(b) (6)
CONTACT RECORD
EID: 50790899 Contact Type: Contact Date: Medium: EMAIL Contact Status: CLOSED Incident Date: Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: (b) (6) Subject: ISSUE, OKC airport Body: Dear Sirs: First let me tell you that I greatly appreciate the service you are providing to keep our sky's safe. I do have a negative comment I wish to pass on to your attention. I recently traveled from OKC to SMF on express jet (may5,2008 flt 002 2:45pm) I checked one bag. A large suitcase with clothes and another smaller suitcase inside containing my laptop. The bag was inspected and the computer was removed. When the computer was returned to the bag it was not put back properly into the padding leaving it vulnerable to damage. I packed the laptop in my checked luggage to make the passenger screening process go easier for all but if I cannot depend on the packing to remain in place I will have to reconsider my options. Keep up the good work but please but things back AS YOU FOUND THEM!!! VR
(b) (6)
Agent Notes: Claim Request Claim Request, Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Opening Agent: Opened Date: 5/7/2008 11:26:10 AM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, Airline: Subject Category: Claim Form Requests-Checked Bag - Claim Form Requests-Checked Bag Interaction Type: COMPLAINT Response Email: From: Prior Vendor To: (b) (6) Subject: Re: OKC airport <<#195097-274113#>> Body: <html><HEAD><STYLE>p {margin-bottom: 0; margin-top: 0;}</STYLE></HEAD><body><FONT SIZE="2">
<DIV STYLE="font-family: Arial;color: #000000;"></DIV> <DIV STYLE="font-family: Arial;color: #000000;"><FONT size=3><FONT size=3><FONT size=3><FONT size=3><FONT size=3><FONT size=3><FONT size=3><FONT size=3> <P class=MsoNormal style="MARGIN: 0in 0in 0pt; mso-layout-grid-align: none"><SPAN style="FONT-SIZE: 11pt; mso-bidi-font-size: 10.0pt"><FONT face="Arial, Helvetica, sans-serif" size=3>Thank you for your e-mail message.<SPAN style="mso-spacerun: yes"> </SPAN></FONT></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt; mso-layout-grid-align: none"><SPAN style="FONT-SIZE: 11pt; FONT-FAMILY: Fixedsys; mso-bidi-font-size: 9.0pt; mso-bidi-font-family: Fixedsys"><FONT face="Arial, Helvetica, sans-serif"><FONT size=3> </FONT></FONT></SPAN><SPAN style="FONT-SIZE: 11pt; FONT-FAMILY: Fixedsys; mso-bidi-font-size: 9.0pt; mso-bidifont-family: Fixedsys"><FONT face="Arial, Helvetica, sans-serif"><FONT size=3> <?xml:namespace prefix = o ns = "urn:schemasmicrosoft-com:office:office" /><o:p></o:p></FONT></FONT></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt; mso-layout-grid-align: none"><SPAN style="FONT-SIZE: 11pt; FONT-FAMILY: Fixedsys; mso-bidi-font-size: 9.0pt; mso-bidi-font-family: Fixedsys"><FONT face="Arial, Helvetica, sans-serif"><FONT size=3>The Transportation Security Administration (TSA) is responsible for reviewing all claims relating to the screening of passengers and their baggage.<SPAN style="mso-spacerun: yes"> </SPAN>In order to protect your rights under federal law and to file a valid claim, you must send your claim in writing to TSA, stating the circumstances of the loss and the exact amount you are claiming (fair market value of lost or destroyed property, reasonable cost of repair for damaged property), within two years after your claim accrued.<SPAN style="mso-spacerun: yes"> </SPAN>The claim must be signed by you or your authorized representative (e.g., an attorney or other personal representative with appropriate proof of authority).<SPAN style="mso-spacerun: yes"> </SPAN><o:p></o:p></FONT></FONT></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt; mso-layout-grid-align: none"><SPAN style="FONT-SIZE: 11pt; FONT-FAMILY: Fixedsys; mso-bidi-font-size: 9.0pt; mso-bidi-font-family: Fixedsys"><FONT face="Arial, Helvetica, sans-serif"><FONT size=3> <o:p></o:p></FONT></FONT></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt; mso-layout-grid-align: none"><SPAN style="FONT-SIZE: 11pt; FONT-FAMILY: Fixedsys; mso-bidi-font-size: 9.0pt; mso-bidi-font-family: Fixedsys"><FONT face="Arial, Helvetica, sans-serif"><FONT size=3>You can satisfy the notice requirement by filling out the attached Standard Form 95 (claim form) in accordance with the instructions, and returning it to the address in box #1.<SPAN style="mso-spacerun: yes"> </SPAN>Please be sure to follow the instructions carefully, and to fill out the claim form completely.<SPAN style="mso-spacerun: yes"> </SPAN>While use of the form is not mandatory, it will help you ensure that you meet the legal requirements for filing a claim.<SPAN style="mso-spacerun: yes"> </SPAN><o:p></o:p></FONT></FONT></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt; mso-layout-grid-align: none"><SPAN style="FONT-SIZE: 11pt; FONT-FAMILY: Fixedsys; mso-bidi-font-size: 9.0pt; mso-bidi-font-family: Fixedsys"><FONT face="Arial, Helvetica, sans-serif"><FONT size=3> <o:p></o:p></FONT></FONT></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt; mso-layout-grid-align: none"><SPAN style="FONT-SIZE: 11pt; FONT-FAMILY: Fixedsys; mso-bidi-font-size: 9.0pt; mso-bidi-font-family: Fixedsys"><FONT face="Arial, Helvetica, sans-serif"><FONT size=3>Once the Claims Management Office has received your claim form, you will be sent a letter of acknowledgement and a claim number.<SPAN style="mso-spacerun: yes"> </SPAN>You should keep the claim number for future reference when inquiring about your claim.<SPAN style="mso-spacerun: yes"> </SPAN>TSA will try to resolve your claim as quickly as possible, but it may need time to make a further investigation of the facts.<SPAN style="mso-spacerun: yes"> </SPAN>If TSA denies your claim, or has not finally resolved it within six months after you have filed it, you may have a right to bring your claim to court.<SPAN style="msospacerun: yes"> </SPAN><o:p></o:p></FONT></FONT></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt; mso-layout-grid-align: none"><SPAN style="FONT-SIZE: 11pt; FONT-FAMILY: Fixedsys; mso-bidi-font-size: 9.0pt; mso-bidi-font-family: Fixedsys"><FONT face="Arial, Helvetica, sans-serif"><FONT size=3> <o:p></o:p></FONT></FONT></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt; mso-layout-grid-align: none"><SPAN style="FONT-SIZE: 11pt; FONT-FAMILY: Fixedsys; mso-bidi-font-size: 9.0pt; mso-bidi-font-family: Fixedsys"><FONT face="Arial, Helvetica, sans-serif"><FONT size=3>Please visit TSAGÇÖs Claims Management OfficeGÇÖs website at </FONT><A title=blocked::https://claims.tsa.dhs.gov/ href="https://claims.tsa.dhs.gov/"><FONT size=3>https://claims.tsa.dhs.gov</FONT></A></FONT><FONT face="Arial, Helvetica, sansserif"><FONT size=3> for information related to filing a claim, checking the status of a claim and other claim related issues.<o:p></o:p></FONT></FONT></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt; mso-layout-grid-align: none"><SPAN style="FONT-SIZE: 11pt; FONT-FAMILY: Fixedsys; mso-bidi-font-size: 9.0pt; mso-bidi-font-family: Fixedsys"><FONT face="Arial, Helvetica, sans-serif"><FONT size=3> <o:p></o:p></FONT></FONT></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt; mso-layout-grid-align: none"><SPAN style="FONT-SIZE: 11pt; FONT-FAMILY: Fixedsys; mso-bidi-font-size: 9.0pt; mso-bidi-font-family: Fixedsys"><FONT face="Arial, Helvetica, sans-serif" size=3>We hope that this provides you with all of the information you need. If you have additional questions related to the claims process, please contact the Claims Management Office at </FONT><A href="mailto:[email protected]"><SPAN style="COLOR: windowtext"><FONT face="Arial, Helvetica, sans-serif" size=3>[email protected]</FONT></SPAN></A><FONT face="Arial, Helvetica, sans-serif" size=3>. </FONT></SPAN><SPAN style="FONT-SIZE: 11pt; mso-bidi-font-size: 12.0pt"><FONT face="Arial, Helvetica, sansserif"><FONT size=3>Please visit our website at <A href="http://www.tsa.gov/">www.tsa.gov</A> for additional information about TSA.<SPAN style="mso-spacerun: yes"> </SPAN>We continue to add new information and encourage you to check the website frequently for updated information.<o:p></o:p></FONT></FONT></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt; mso-layout-grid-align: none"><SPAN style="FONT-SIZE: 11pt; FONT-FAMILY: Fixedsys; mso-bidi-font-size: 9.0pt; mso-bidi-font-family: Fixedsys"><FONT face="Arial, Helvetica, sans-serif"><FONT
size=3> <o:p></o:p></FONT></FONT></SPAN></P><SPAN style="FONT-SIZE: 11pt; FONT-FAMILY: Fixedsys; mso-fareast-fontfamily: 'Times New Roman'; mso-ansi-language: EN-US; mso-fareast-language: EN-US; mso-bidi-language: AR-SA; mso-bidi-font-size: 9.0pt; mso-bidi-font-family: Fixedsys"><FONT face="Arial, Helvetica, sans-serif" size=3>TSA Contact Center</FONT></SPAN></FONT></FONT></FONT></FONT></FONT></FONT></FONT></FONT></DIV> </FONT><BR><br><br><DIV>--- Original Message ---<BR>From: < ><BR>Received: 5/7/2008 11:26:09 AM Eastern Standard Time (GMT - 4:00 )<BR>To: "TSA Contact Center" <[email protected]><BR>Subject: OKC airport<BR><BR> <DIV>Dear Sirs:</DIV> <DIV> </DIV> <DIV>First let me tell you that I greatly appreciate the service you are providing to keep our sky's safe. </DIV> <DIV> </DIV> <DIV>I do have a negative comment I wish to pass on to your attention. I recently traveled from OKC to SMF on express jet (may5,2008 flt 002 2:45pm) I checked one bag. A large suitcase with clothes and another smaller suitcase inside containing my laptop. The bag was inspected and the computer was removed. When the computer was returned to the bag it was not put back properly into the padding leaving it <SPAN style="FONT-SIZE: 12pt; COLOR: black; FONT-FAMILY: 'Comic Sans MS'; msofareast-font-family: 'Times New Roman'; mso-ansi-language: EN-US; mso-fareast-language: EN-US; mso-bidi-language: AR-SA; mso-bidifont-size: 10.0pt; mso-bidi-font-family: 'Times New Roman'"><FONT face="Times New Roman, Times, serif">vulnerable</FONT></SPAN> to damage.</DIV> <DIV> </DIV> <DIV>I packed the laptop in my checked luggage to make the passenger screening process go easier for all but if I cannot depend on the packing to remain in place I will have to reconsider my options.</DIV> <DIV> </DIV> <DIV>Keep up the good work but please but things back AS YOU FOUND THEM!!!</DIV> <DIV> </DIV> <DIV>VR</DIV> <DIV>(b) (6) </DIV> <DIV> </DIV></DIV><BR><BR>------ TCC Control Number: ------<BR><<#195097-274113#>></body></html> END RECORD
(b) (6)
CONTACT RECORD
EID: 50793004 Contact Type: Contact Date: 2008-05-11 18:45:32 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2008-05-11 12:00:32 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Caller wanted to report that screener made mess of carry-on or checked bag and items were not re-packed properly after screening at (OKC). Body: Agent Notes: Advised caller we would note issue, and an FYI will be sent to the CSM at that airport who oversees the screening operation. Offered a claim form. Advised caller we would note issue, and an FYI will be sent to the CSM at that airport who oversees the screening operation. Offered a claim form., The TCC received the following information as an FYI. We are forwarding this information to you for your review. For Your Information: Upon arriving at his destination, (b) (6) discovered that his bags were mishandled by the TSA screener(s) at OKC. In addition to the TSA Notice of Bag Inspection, (b) (6) noticed that his hotel receipt was missing and that the top to his prescription medicine was not properly replaced; resulting is his medicine spilling throughout his bag. is not requesting a call back, but he would like this situation to be properly addressed. (b) (6) Date of Incident: 5-11-08 Customer Name: (b) (6) Customer Contact Information: (b) (6) Airport: OKC Airline: Continental Flight#: 3103 Terminal/Gate: 10 Check In/Incident Time: 12:00 PM Carry On or Checked Baggage: Checked baggage Baggage Tag Number: N/A Event ID #: 300191870880511 Follow Up: To TSOC Date: From TSOC Date: Last Updated By: Last Update Date: Opening Agent: Opened Date: 5/11/2008 6:45:32 PM Linked Event IDs:
(b) (6)
Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, IAH Houston, TX, USA - Houston Intercontinental, Airline: Continental Airlines (present) -¬Continental Airlines (present) -¬, Subject Category: Mishandling of Passengers Property - Disarrayed Carry-on/Checked Baggage - Mishandling of Passengers Property Disarrayed Carry-on/Checked Baggage Interaction Type: COMPLAINT
Response Email: END RECORD
CONTACT RECORD
EID: 50802078 Contact Type: Contact Date: Medium: EMAIL Contact Status: CLOSED Incident Date: Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: (b) (6) Subject: ISSUE, Damaging suitcases Body: To whom it may concern.
I travel quite often and am having problems with TSA in Oklahoma City OK and Fairbanks AK with the inspection of my bag. The inspectors are pulling the tab on the zipper off so you have nothing to grab hold of to open the suitcase. I moved tabs from the extra pockets and the expander on one Samsonite soft sided suitcase and after having no more tabs on it I have bought a new suitcase and the same thing is happening on this one. I have used it twice and it is now missing a tab. I am buying quality suitcases not cheap ones so I don't think that is the problem.
I have not filled out the claims paperwork because that won't fix the problem. I am guessing the inspectors are using a pair of pliers and they are pulling the tabs right off the zipper. Any help on addressing these concerns would be appreciated.
Thank you for your time.
(b) (6)
Agent Notes: Consumer Complaint BCC/CSM Response Consumer Complaint BCC/CSM Response, bcc(b) (6) Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Opening Agent: Opened Date: 6/23/2008 4:22:54 PM Linked Event IDs: csm okc
Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, Airline: Subject Category: Mishandling of Passengers Property - Disarrayed Carry-on/Checked Baggage - Mishandling of Passengers Property Disarrayed Carry-on/Checked Baggage Interaction Type: COMPLAINT
Response Email: From: Prior Vendor To:(b) (6) Subject: Re: Damaging suitcases <<#211813-294104#>> Body: <html><HEAD><STYLE>p {margin-bottom: 0; margin-top: 0;}</STYLE></HEAD><body><FONT SIZE="2"> <DIV STYLE="font-family: Arial;color: #000000;"><FONT size=3><FONT size=3><FONT size=3><FONT size=3><FONT size=3><FONT size=3><FONT size=3> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif">Thank you for your email message. We are sorry you were unhappy with your recent travel experience.</FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif"> <?xml:namespace prefix = o ns = "urn:schemas-microsoft-com:office:office" /><o:p></o:p></FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif">Because your complaint is regarding screening at<SPAN style="mso-spacerun: yes"> </SPAN>, we have forwarded a copy of your email to the Customer Service Manager at that airport. The Customer Service Manager is responsible for ensuring that the screener workforce adheres to TSA principles for professional processing.</FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif"> <o:p></o:p></FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif">We monitor the number and nature of complaints we receive to track trends and spot areas of concern that may require special attention. This ongoing process will enable us to ensure prompt, corrective action whenever we determine that security-screening policies need modification or specific employees or screener teams are the subjects of repeated complaints.</FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif"> <o:p></o:p></FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif">Again, the TSA offers sincere apologies for the discomfort you experienced while traveling and</FONT><SPAN style="FONT-SIZE: 12pt; FONT-FAMILY: Arial; mso-fareast-fontfamily: 'Times New Roman'; mso-ansi-language: EN-US; mso-fareast-language: EN-US; mso-bidi-language: AR-SA"> encourage you to check the latest information at <A href="http://www.tsa.gov/">www.tsa.gov</A>.</SPAN><FONT face=Arial></FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif"> <o:p></o:p></FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif">TSA Contact Center</FONT></P><FONT face="Tahoma, Verdana, Arial" size=2></FONT></FONT></FONT></FONT></FONT></FONT></FONT></FONT></DIV> <DIV STYLE="font-family: Arial;color: #000000;"></DIV> </FONT><BR><br><br><DIV>--- Original Message ---<BR>From: "(b) (6) < gt;<BR>Received: 6/23/2008 4:22:54 PM Eastern Standard Time (GMT - 4:00 )<BR>To: "TSA Contact Center" <[email protected]><BR>Subject: Damaging suitcases<BR><BR> <META content="Microsoft Word 12 (filtered medium)" name=Generator> <STYLE> <!-/* Font Definitions */ @font-face {font-family:Calibri; panose-1:2 15 5 2 2 2 4 3 2 4;} /* Style Definitions */ p.MsoNormal, li.MsoNormal, div.MsoNormal {margin:0in; margin-bottom:.0001pt; font-size:11.0pt; font-family:"Calibri","sans-serif";} a:link, span.MsoHyperlink {mso-style-priority:99; color:blue; text-decoration:underline;} a:visited, span.MsoHyperlinkFollowed {mso-style-priority:99; color:purple; text-decoration:underline;} span.EmailStyle17 {mso-style-type:personal-compose; font-family:"Calibri","sans-serif"; color:windowtext;} .MsoChpDefault {mso-style-type:export-only;} @page Section1 {size:8.5in 11.0in;
(b) (6)
margin:1.0in 1.0in 1.0in 1.0in;} div.Section1 {page:Section1;} --> </STYLE> <DIV class=Section1> <P class=MsoNormal>To whom it may concern.<?xml:namespace prefix = o ns = "urn:schemas-microsoft-com:office:office" /><o:p></o:p></P> <P class=MsoNormal><o:p> </o:p></P> <P class=MsoNormal>I travel quite often and am having problems with TSA in Oklahoma City OK and Fairbanks AK with the inspection of my bag. The inspectors are pulling the tab on the zipper off so you have nothing to grab hold of to open the suitcase. I moved tabs from the extra pockets and the expander on one Samsonite soft sided suitcase and after having no more tabs on it I have bought a new suitcase and the same thing is happening on this one. I have used it twice and it is now missing a tab. I am buying quality suitcases not cheap ones so I donGÇÖt think that is the problem.<o:p></o:p></P> <P class=MsoNormal><o:p> </o:p></P> <P class=MsoNormal>I have not filled out the claims paperwork because that wonGÇÖt fix the problem. I am guessing the inspectors are using a pair of pliers and they are pulling the tabs right off the zipper. Any help on addressing these concerns would be appreciated. <o:p></o:p></P> <P class=MsoNormal><o:p> </o:p></P> <P class=MsoNormal>Thank you for your time.<o:p></o:p></P> <P class=MsoNormal><o:p> </o:p></P> <P class=MsoNormal>(b) (6) <o:p></o:p></P></DIV></DIV><BR><BR>------ TCC Control Number: ------<BR><<#211813294104#>></body></html> END RECORD
CONTACT RECORD
EID: 50803523 Contact Type: Contact Date: Medium: EMAIL Contact Status: CLOSED Incident Date: Contact Prefix: Contact First Name: Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: (b) (6) Subject: ISSUE, Check point complaint Body: My name i (b) (6) I am a 27 year old single mother who took my son on vacation this week for what was supposed to be a relaxing fun trip for us to spend time together. We traveled from Oklahoma City OK with Southwest Airlines flight 2794 that left at 7:o5pm June 22nd 2008. Around 6:00 or 6:15 my son, (b) (6) who is only 7, and I came threw a check point in front of our gate number 16. I have only traveled once before so i am def. not a pro but i took my flip flops off and my sons shoes as everybody in line in front of me was doing and placed them along with my carry on backpack and purse in a bucket so it could all be ex rayed. When it was our turn my son went thru the metal detector first and then I did and (b) (6) (badge number (b) (6) im pretty sure) asked to see my boarding pass... i smiled and replied Oh Im so sorry i left it in my purse. Well i was immediatly aware I must be an IDIOT because he rolls his eyes and breathes heavily -raising his voice that I am NOT to leave it in my purse. So I attempt to step over to see if my purse is still visable so i could curdiously get it for him. Well I get yelled at again and he physically grabbed my shoulder which hurt b/c i have an open soar on my shoulder... so when i turn and look at him he raises both hands in the air like "im not touching you"... so the heavy set lady sitting on a stool pops off with instant attitude as well and says she has to get my boarding pass and i agree so i stand there and my pass is retrieved from my purse and he sees it and tells me and my son to go on. Well as Im putting my shoes on I realize my orange backpack is nowhere to be found. Everybody is busy and im standing there trying to ask if anybody has seen my backpack because there is probably a thousand dollars worth of electronics such as PSP, MP3, digital camera etc. The nice lady at the end is busy discussing the liquid in another passengers carry on and i didnt want to be rude and interupt so i walk up towards the x-ray lady and pleasantly ask her if she has seen my backpack and i get physically grabbed by (b) (6) again who screams at me that i just couldnt walk up there (im sorry -i didnt know) and he directs me thru the metal detector again and i have no problem complying at all and i guess i walked to fast b/c he threw his hands up in front of my face and chest and yelled to go back threw slowly so i back up and comply but im getting very upset from being pushed around at this time and i still havent found my backpack and my son is getting pushed further away from me by the line of people so i hold my hand out for my son to take as he walks close to me and (b) (6)physically barricades my son from getting to me and told him to stay back! I almost freaked out at this point- my momma bear, baby cub instincts were kicking in. So he lets me walk threw and I finally get my son but still no backpack and i start over asking for it as i was originally trying to do. The heavy lady sitting on the stool looking at the X-rays is yelling "well its not here- maybe its in the lobby- you need to just go on" as shes rolling her eyes, throwing her hands up, and shaking her head as if it was not her problem. I kept telling her i had JUST put it in the bucket five feet from her... she was not nice at all or willing to get up and move around a little to look... she just wanted me gone without my belongings.I honestly feel many passangers belongings could get stolen by TSA employees this way???? Well the very nice lady at the end saw i was crying frantically and ran over to look for me and it said had accidentally gotten stuck by the strap in the machine and she retrieved it for me. I asked why the big lady couldnt have just done that for me instead of try to push me and my son away empty handed. I had already looked at (b) (6) name tag and had his name but as im crying i ask for the big ladys name as well and (b) (6) refused to give me her name. I asked repeatedly stating that i am a conductor for Amtrak so I know this is the reason she wears a name tag and I was refused again. I wanted to walk over and get it myself but i was afraid (b) (6)might barricade me or put his hands on me or my son again. So I was given a comment card and pushed out of the way with no name of the heavy set lady working x-ray by gate 16 in OKC around 6 or 6:15... but my son was very upset- i was confused and crying. I had to hurry and find somewhere to duck to wipe my face- it was HUMILIATING. Even another male passenger going thru the line felt sorry for us and wished us luck. My son seriously thought something was wrong with his mother and was so deeply concerned his eyes teared up. Please write me back with a follow up on how these employees (inclusing (b) (6) were diciplined and i am curious if there is a mandatory class taken annually for TSA employees for customer service b/c this card states we as paying customers should have a customer-friendly experience at the checkpoint and it was no further from the truth. I will follow up and thank U for your time
(b) (6)
(b) (6)
_____ Get the Moviefone Toolbar <http://toolbar.aol.com/moviefone/download.html?ncid=aolcmp00050000000011> . Showtimes, theaters, movie news, & more! Agent Notes: Consumer Complaint BCC/CSM Response Consumer Complaint BCC/CSM Response, BCC OKC SHM/CSQIM (b) (6) at (b) (6) Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Opening Agent: Opened Date: 6/24/2008 12:38:27 PM Linked Event IDs: Responses: Response Airport: OKCOKC,Oklahoma City, OK, USA - Will Rogers World Airport, Airline: Southwest AirlinesSouthwest Airlines, Subject Category: Discourteous- Rude Employee - Discourteous- Rude Employee Interaction Type: COMPLAINT Response Email: From: Prior Vendor To: (b) (6) Subject: Re: Check point complaint <<#212128-294488#>> Body: <html><HEAD><STYLE>p {margin-bottom: 0; margin-top: 0;}</STYLE></HEAD><body><FONT SIZE="2"> <DIV STYLE="font-family: Arial;color: #000000;"><FONT size=3><FONT size=3><FONT size=3><FONT size=3><FONT size=3><FONT size=3><FONT size=3> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif">Thank you for your email message. We are sorry you were unhappy with your recent travel experience.</FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif"> <?xml:namespace prefix = o ns = "urn:schemas-microsoft-com:office:office" /><o:p></o:p></FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif">Because your complaint is regarding screening at<SPAN style="mso-spacerun: yes"> OKC</SPAN>, we have forwarded a copy of your email to the Customer Service Manager at that airport. The Customer Service Manager is responsible for ensuring that the screener workforce adheres to TSA principles for professional processing.</FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif"> <o:p></o:p></FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif">We monitor the number and nature of complaints we receive to track trends and spot areas of concern that may require special attention. This ongoing process will enable us to ensure prompt, corrective action whenever we determine that security-screening policies need modification or specific employees or screener teams are the subjects of repeated complaints.</FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif"> <o:p></o:p></FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif">Again, the TSA offers sincere apologies for the discomfort you experienced while traveling and</FONT><SPAN style="FONT-SIZE: 12pt; FONT-FAMILY: Arial; mso-fareast-fontfamily: 'Times New Roman'; mso-ansi-language: EN-US; mso-fareast-language: EN-US; mso-bidi-language: AR-SA"> encourage you to check the latest information at <A href="http://www.tsa.gov/">www.tsa.gov</A>.</SPAN><FONT face=Arial></FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif"> <o:p></o:p></FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif">TSA Contact Center</FONT></P><FONT face="Tahoma, Verdana, Arial" size=2></FONT></FONT></FONT></FONT></FONT></FONT></FONT></FONT></DIV> <DIV STYLE="font-family: Arial;color: #000000;"></DIV> </FONT><BR><br><br><DIV>--- Original Message ---<BR>From: <(b) (6) ><BR>Received: 6/24/2008 12:38:27 PM Eastern Standard Time (GMT - 4:00 )<BR>To: "TSA Contact Center" <[email protected]><BR>Subject: Check point complaint<BR><BR><B><FONT size=3><BR> My name is(b) (6) I am a 27 year old single mother who took my son on vacation this week for what was supposed to be a relaxing fun trip for us to spend time together. We traveled from Oklahoma City OK with Southwest Airlines flight 2794 that left at 7:o5pm June 22nd 2008. Around 6:00 or 6:15 my son, (b) (6) , who is only 7, and I
came threw a check point in front of our gate number 16. I have only traveled once before so i am def. not a pro but i took my flip flops off and my sons shoes as everybody in line in front of me was doing and placed them along with my carry on backpack and purse in a bucket so it could all be ex rayed. When it was our turn my son went thru the metal detector first and then I did and (b) (6) (badge number (b) (6) im pretty sure) asked to see my boarding pass... i smiled and replied Oh Im so sorry i left it in my purse. Well i was immediatly aware I must be an IDIOT because he rolls his eyes and breathes heavily -raising his voice that I am NOT to leave it in my purse. So I attempt to step over to see if my purse is still visable so i could curdiously get it for him. Well I get yelled at again and he physically grabbed my shoulder which hurt b/c i have an open soar on my shoulder... so when i turn and look at him he raises both hands in the air like "im not touching you"... so the heavy set lady sitting on a stool pops off with instant attitude as well and says she has to get my boarding pass and i agree so i stand there and my pass is retrieved from my purse and he sees it and tells me and my son to go on. Well as Im putting my shoes on I realize my orange backpack is nowhere to be found. Everybody is busy and im standing there trying to ask if anybody has seen my backpack because there is probably a thousand dollars worth of electronics such as PSP, MP3, digital camera etc. The nice lady at the end is busy discussing the liquid in another passengers carry on and i didnt want to be rude and interupt so i walk up towards the x-ray lady and pleasantly ask her if she has seen my backpack and i get physically grabbed by (b) (6)again who screams at me that i just couldnt walk up there (im sorry -i didnt know) and he directs me thru the metal detector again and i have no problem complying at all and i guess i walked to fast b/c he threw his hands up in front of my face and chest and yelled to go back threw slowly so i back up and comply but im getting very upset from being pushed around at this time and i still havent found my backpack and my son is getting pushed further away from me by the line of people so i hold my hand out for my son to take as he walks close to me and (b) (6)physically barricades my son from getting to me and told him to stay back! I almost freaked out at this point- my momma bear, baby cub instincts were kicking in. So he lets me walk threw and I finally get my son but still no backpack and i start over asking for it as i was originally trying to do. The heavy lady sitting on the stool looking at the X-rays is yelling "well its not here- maybe its in the lobby- you need to just go on" as shes rolling her eyes, throwing her hands up, and shaking her head as if it was not her problem. I kept telling her i had JUST put it in the bucket five feet from her... she was not nice at all or willing to get up and move around a little to look... she just wanted me gone without my belongings.I honestly feel many passangers belongings could get stolen by TSA employees this way???? Well the very nice lady at the end saw i was crying frantically and ran over to look for me and it said had accidentally gotten stuck by the strap in the machine and she retrieved it for me. I asked why the big lady couldnt have just done that for me instead of try to push me and my son away empty handed. I had already looked at (b) (6) name tag and had his name but as im crying i ask for the big ladys name as well and (b) (6) refused to give me her name. I asked repeatedly stating that i am a conductor for Amtrak so I know this is the reason she wears a name tag and I was refused again. I wanted to walk over and get it myself but i was afraid (b) (6) might barricade me or put his hands on me or my son again. So I was given a comment card and pushed out of the way with no name of the heavy set lady working x-ray by gate 16 in OKC around 6 or 6:15... but my son was very upset- i was confused and crying. I had to hurry and find somewhere to duck to wipe my face- it was HUMILIATING. Even another male passenger going thru the line felt sorry for us and wished us luck. My son seriously thought something was wrong with his mother and was so deeply concerned his eyes teared up. Please write me back with a follow up on how these employees (inclusing (b) (6) ) were diciplined and i am curious if there is a mandatory class taken annually for TSA employees for customer service b/c this card states we as paying customers should have a customer-friendly experience at the checkpoint and it was no further from the truth. I will follow up and thank U for your time<BR><BR (b) (6) 39325</FONT></B> <DIV><BR></DIV> <DIV class=aol_ad_footer id=u8CAA3BE18A2FCCE-F0C-3C0D><FONT style="FONT: 10pt ARIAL, SAN-SERIF; COLOR: black"> <HR style="MARGIN-TOP: 10px"> <A title=http://toolbar.aol.com/moviefone/download.html?ncid=aolcmp00050000000011 href="http://toolbar.aol.com/moviefone/download.html?ncid=aolcmp00050000000011" target=_blank>Get the Moviefone Toolbar</A>. Showtimes, theaters, movie news, & more!</FONT> </DIV></DIV><BR><BR>------ TCC Control Number: ------<BR><<#212128294488#>></body></html> END RECORD
CONTACT RECORD
EID: 50803996 Contact Type: Contact Date: Medium: EMAIL Contact Status: CLOSED Incident Date: Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: (b) (6) Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: (b) (6) Subject: ISSUE, ISSUE, ISSUE, theft of prescription drugs during bag search Body: On Saturday, 9/27/2008 my mother left Oklahoma City on a Southwest Airlines flight at 11AM local time. The destination of this flight was Kansas City. She changed planes at MCI and continued on to Seattle. One bottle of hydrocodone and one bottle of sleeping pills were stolen from her bag. This likely happened in Oklahoma City. She is in pain from a shoulder injury, and there is no possibility of refilling the prescription here (Seattle). I require that the TSA investigate this matter, and follow up with me with resolution.
---
(b) (6)
IMPORTANT NOTICE: This email (including attachments) is confidential, may be legally privileged, and is intended for the addressee only. Persons other than the addressees are not authorized to access, copy, forward, distribute, disclose or otherwise use this email. Unauthorized access or use of electronic mail is strictly prohibited and may be a criminal offense. If you are not an addressee, please delete all copies of the message and the attachments and immediately contact the sender. Please retain this notice on all copies or distributions of this email by authorized persons Agent Notes: Consumer Complaint BCC/CSM Response Consumer Complaint BCC/CSM Response, General Complaint w/Claim Response, Retrieve Items, BCC OKC SHM/CSQIM (b) (6) Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Opening Agent: Opened Date: 9/29/2008 12:24:54 PM Linked Event IDs: Responses: Response Airport: OKCOKC,Oklahoma City, OK, USA - Will Rogers World Airport, MCI,Kansas City, MO, USA - Kansas City International Airport, SEA Seattle, WA, USA - Seattle Tacoma Intl Airport, Airline: Southwest AirlinesSouthwest Airlines, Subject Category: Claim Form Requests - Missing items from Checked Baggage - Claim Form Requests - Missing items from Checked
Baggage Interaction Type: COMPLAINT Response Email: From: Prior Vendor To: (b) (6) Subject: Re: theft of prescription drugs during bag search <<#244180-332623#>> Body: <html><HEAD><STYLE>p {margin-bottom: 0; margin-top: 0;}</STYLE></HEAD><body><FONT SIZE="2"> <DIV STYLE="font-family: Arial;color: #000000;"><FONT size=3><FONT size=3><FONT size=3><FONT size=3><FONT size=3><FONT size=3><FONT size=3> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif">Thank you for your email message. </FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif"> <?xml:namespace prefix = o ns = "urn:schemas-microsoft-com:office:office" /><o:p></o:p></FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif">We have forwarded a copy of your email to the Customer Service Manager at OKC airport. The Customer Service Manager is responsible for ensuring that the screener workforce adheres to TSA principles for professional processing.</FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><SPAN style="mso-spacerun: yes"></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><SPAN style="FONT-FAMILY: Arial"><FONT size=3>Enhanced security measures require that all checked baggage undergo some form of screening for prohibited items. Physical search of the luggage is required to clear every alarm. TSA screeners should exercise great care during the screening process to ensure that passengers' belongings are returned and not damaged when a bag needs to be opened. Unfortunately, on some occasions the screening process may fall short of our established standard. We apologize if these high standards were not met.</FONT></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><SPAN style="FONT-FAMILY: Arial"><FONT size=3></FONT></SPAN> </P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><SPAN style="FONT-FAMILY: Arial"><FONT size=3><o:p><SPAN style="FONTFAMILY: Arial">Each airport establishes procedures for handling lost and found items.<SPAN style="mso-spacerun: yes"> </SPAN>TSA follows those procedures where they exist.<SPAN style="mso-spacerun: yes"> </SPAN>The airports in those instances are responsible for holding and disposing items under applicable local laws. </SPAN><SPAN style="FONT-FAMILY: Arial">In an airport where no policy exists, found articles are collected, stored, and disposed of under General Services Administration rules.<SPAN style="mso-spacerun: yes"> </SPAN>TSA is unable to identify and return all items, but may be able to locate and return items on a case-by-case basis.<SPAN style="mso-spacerun: yes"> <STRONG> </STRONG></SPAN><STRONG>We suggest you contact the airport (OKC) at which your items were confiscated or lost at 405-6803233.<o:p></o:p></STRONG></SPAN></o:p></FONT></SPAN></P></SPAN> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif"><o:p></o:p></FONT> </P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif">We monitor the number and nature of complaints we receive to track trends and spot areas of concern that may require special attention.<SPAN style="mso-spacerun: yes"> </SPAN>This ongoing process will enable us to ensure prompt, corrective action whenever we determine that security screening policies need modification or specific employees or screener teams are the subject of repeated complaints.</FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif"> <o:p></o:p></FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif">Additionally, the Transportation Security Administration (TSA) is responsible for reviewing all claims relating to the screening of passengers and their baggage.<SPAN style="mso-spacerun: yes"> </SPAN>In order to protect your rights under federal law and to file a valid claim, you must send your claim in writing to TSA, stating the circumstances of the loss and the exact amount you are claiming (fair market value of lost or destroyed property, reasonable cost of repair for damaged property), within two years after your claim accrued.<SPAN style="msospacerun: yes"> </SPAN>The claim must be signed by you or your authorized representative (e.g., an attorney or other personal representative with appropriate proof of authority).<SPAN style="mso-spacerun: yes"> </SPAN></FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif"> <o:p></o:p></FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif">You can satisfy the notice requirement by filling out the attached Standard Form 95 (claim form) in accordance with the instructions, and returning it to the address in box #1.<SPAN style="mso-spacerun: yes"> </SPAN>Please be sure to follow the instructions carefully, and to fill out the claim form completely.<SPAN style="mso-spacerun: yes"> </SPAN>While use of the form is not mandatory, it will help you ensure that you meet the legal requirements for filing a claim.<SPAN style="mso-spacerun: yes"> </SPAN></FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif"> <o:p></o:p></FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif"><SPAN style="FONT-SIZE: 12pt; FONTFAMILY: Arial; mso-fareast-font-family: 'Times New Roman'; mso-ansi-language: EN-US; mso-fareast-language: EN-US; mso-bidilanguage: AR-SA">Please visit TSAGÇÖs Claims Management OfficeGÇÖs website at <A title=blocked::https://claims.tsa.dhs.gov/ href="https://claims.tsa.dhs.gov/"><FONT size=3>https://claims.tsa.dhs.gov</FONT></A><FONT face="Arial, Helvetica, sansserif"><FONT size=3> </FONT></FONT> for information related to filing a claim, replacement forms, checking the status of a claim and other claim related issues.<SPAN style="mso-spacerun: yes"> </SPAN>If you have additional questions that are not addressed on this website, please contact the Claims Management Office at <A href="http://[email protected]/">[email protected]</A>.</SPAN></FONT><FONT face="Arial, Helvetica, sansserif"> </FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif"><o:p></o:p></FONT> </P>
<P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif">Once the Claims Management Office has received your claim form, you will be sent a letter of acknowledgement and a claim number.<SPAN style="mso-spacerun: yes"> </SPAN>You should keep the claim number for future reference when inquiring about your claim.<SPAN style="mso-spacerun: yes"> </SPAN>TSA will try to resolve your claim as quickly as possible, but it may need time to make a further investigation of the facts.<SPAN style="mso-spacerun: yes"> </SPAN>If TSA denies your claim, or has not finally resolved it within six months after you have filed it, you may have a right to bring your claim to court.<SPAN style="mso-spacerun: yes"> </SPAN></FONT> </P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif"><SPAN style="FONT-SIZE: 12pt; FONTFAMILY: Arial; mso-fareast-font-family: 'Times New Roman'; mso-ansi-language: EN-US; mso-fareast-language: EN-US; mso-bidilanguage: AR-SA"></SPAN></FONT><FONT face="Arial, Helvetica, sans-serif"></FONT> </P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif">Again, the TSA offers sincere apologies experienced while traveling and</FONT><SPAN style="FONT-SIZE: 12pt; FONT-FAMILY: Arial; mso-fareast-font-family: 'Times New Roman'; mso-ansi-language: EN-US; mso-fareast-language: EN-US; mso-bidi-language: AR-SA"> encourage you to check the latest information at <A href="http://www.tsa.gov/">www.tsa.gov</A>.</SPAN><FONT face=Arial></FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif"> <o:p></o:p></FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif">TSA Contact Center</FONT></P><FONT face="Tahoma, Verdana, Arial" size=2></FONT></FONT></FONT></FONT></FONT></FONT></FONT></FONT></DIV> <DIV STYLE="font-family: Arial;color: #000000;"></DIV> </FONT><BR><br><br><DIV>--- Original Message ---<BR>From: (b) (6) < (b) (6) ><BR>Received: 9/29/2008 12:24:54 PM Eastern Standard Time (GMT - 4:00 )<BR>To: "TSA Contact Center" <[email protected]><BR>Cc: <(b) (6) ><BR>Subject: theft of prescription drugs during bag search<BR><BR> <META content="MS Exchange Server version 6.5.7651.59" name=Generator><!-- Converted from text/plain format --> <P><FONT size=2>On Saturday, 9/27/2008 my mother left Oklahoma City on a Southwest Airlines flight at 11AM local time. The destination of this flight was Kansas City. She changed planes at MCI and continued on to Seattle.</FONT></P> <P><FONT size=2>One bottle of hydrocodone and one bottle of sleeping pills were stolen from her bag. This likely happened in Oklahoma City. She is in pain from a shoulder injury, and there is no possibility of refilling the prescription here (Seattle).</FONT></P> <P><FONT size=2>I require that the TSA investigate this matter, and follow up with me with resolution.</FONT> </P><BR><BR> <P><FONT size=2>---</FONT> <BR><FONT size=2 </FONT> (b) (6)
(b) (6)
<P><FONT size=2>IMPORTANT NOTICE:</FONT> <BR><FONT size=2>This email (including attachments) is confidential, may be legally privileged, and is intended for the addressee only. Persons other than the addressees are not authorized to access, copy, forward, distribute, disclose or otherwise use this email. Unauthorized access or use of electronic mail is strictly prohibited and may be a criminal offense. If you are not an addressee, please delete all copies of the message and the attachments and immediately contact the sender. Please retain this notice on all copies or distributions of this email by authorized persons.</FONT></P></DIV><BR><BR>------ TCC Control Number: ------<BR><<#244180-332623#>></body></html> END RECORD
CONTACT RECORD
EID: 50805147 Contact Type: Contact Date: 2008-06-26 00:24:11 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2008-06-22 00:24:11 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Items missing from checked bag@ DAL. Caller left DAL 6/22/08 on Southwest to OKC. Caller is missing diamond earrings. There is a NOI. Body: Agent Notes: Provided Lost and Found information to caller and claims website Provided Lost and Found information to caller and claims website Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Opening Agent: Opened Date: 6/26/2008 12:24:11 AM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, DAL Dallas, TX, USA - Love Field, Airline: Southwest AirlinesSouthwest Airlines, Subject Category: Claim Form Requests - Missing items from Checked Baggage - Claim Form Requests - Missing items from Checked Baggage Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 50808882 Contact Type: Contact Date: 2008-06-28 19:56:16 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2008-06-28 13:15:16 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Items missing from checked bag@(ORD & ONE SANDAL). Body: Agent Notes: Provided Lost and Found information to caller and SF-95 form accessed on-line. Provided Lost and Found information to caller and SF-95 form accessed on-line. NOI in bag. Caller does not have receipt. Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Opening Agent: Opened Date: 6/28/2008 7:56:16 PM Linked Event IDs: Responses: Response Airport: OKCOKC,Oklahoma City, OK, USA - Will Rogers World Airport, ORD,Chicago, IL, USA - O'hare International Airport, Airline: American Airlines -¬American Airlines -¬, Subject Category: Claim Form Requests - Missing items from Checked Baggage - Claim Form Requests - Missing items from Checked Baggage Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 50810730 Contact Type: Contact Date: 2008-07-01 13:58:10 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2008-07-01 04:30:00 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Items damaged in checked bag @ OKC - Cologne was not placed back in bag and ruined: makeup, 2 glasses cases, 2 boxes of contacts, cologne, luggage. Body: Agent Notes: Provided caller with information on the claims process, and walked caller thru web for claim forms. Provided caller with information on the claims process, and walked caller thru web for claim forms. 7/1/08 OKC-DFW-LGA NOI was in bag AALA# 265 @ 6am Gate# 6 Bag# AA00648 Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Opening Agent: Opened Date: 7/1/2008 1:58:10 PM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, DFW Dallas/Ft Worth, TX, USA - Dallas Ft Worth International, LGA New York, NY, USA - Laguardia, Airline: American Airlines -¬American Airlines -¬, Subject Category: Claim Form Requests-Checked Bag - Claim Form Requests-Checked Bag Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 50819480 Contact Type: Contact Date: 2008-07-12 09:35:55 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2008-07-11 06:00:55 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: (b) (6) Contact Address 2: Contact City: (b) (6) Contact State: (b) (6) Contact Zip: (b) (6) Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Items missing from checked bag@(OKC & two large signs). NOI was in bag. Body: Agent Notes: Provided Lost and Found information to caller and SF-95 form mailed on 6/14/08 Provided Lost and Found information to caller and SF-95 form mailed on 6/14/08 Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Opening Agent: Opened Date: 7/12/2008 9:35:55 AM Linked Event IDs:
(b) (6)
Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, BOI Boise, ID, USA - Boise Municipal Arpt (Gowen Field), Airline: United Airlines -¬United Airlines -¬, Subject Category: Claim Form Requests - Missing items from Checked Baggage - Claim Form Requests - Missing items from Checked Baggage Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 50827952 Contact Type: Contact Date: Medium: EMAIL Contact Status: CLOSED Incident Date: Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: (b) (6) Subject: ISSUE, TSA Contact Us: Complaints Body: THIS GENERATED EMAIL HAS BEEN SENT FROM TSA INTERNET CONTACT US -----------------------------------------------------------------------------------------------------------Remote Client IP: (b) (6) Date Time: 7/18/2008 5:46:33 PM ------------------------------------------------------------------------------------------------------------
Name: (b) (6) Email:(b) (6) Complaints:Airline Complaints Flight Info (If applicable. Enter Flight#/Airline/Terminal/Airport/Gate/Etc):This happen 7/18/08 at 6:10am at the West Checkpoint, Lane 1. My flight was NWA 5796. Airport OKC Comments:This a Discourteous/Rude Employee Complaint not an Airline Complaint as stated above. It wouldn't let me change it. Here is my complaint, (b) (6) needs customer service training. She made a decision that caused me to miss my flight and start a snowball effect of problems directly related to this. I didn't agree with the decision but respected it. The problem came when she had the opportunity to help me still catch my flight and did nothing and with a terrible attitude. I was very polite and never raised my voice in asking for help and she declined. Has I left to check my bag and out of the sight of (b) (6) I asked another Supervisor, (b) (6) (b) (6) o help and he was more than courteous. He walked me back to the ticket counter and helped get my bag checked quickly and then escorted me to the front of the line at security, rushed me through. (b) (6) was great and very professionally friendly. Because of my ticket I was told again I had to be special screened. Well, that was where I again met with (b) (6) I asked if this was necessary again, knowing I was escorted back and forth by (b) (6) (he walked away after he saw I was about to walk through the metal detector and thanked him) she said no. There was an announcement over the PA system announcing my name and the plane's door would close in two minutes. I informed her and she made sure to take her time with the search resulting in me missing the door closing and missing my flight. Then I went back to get her name and badge number for a complaint. She went and gave me a TSA Customer Complaint Card. I asked (b) (6) to give me her name and badge number. She told me, "she could give me her name but not a badge number because of security reasons." I showed her where it said on the card where I'm to get "name and badge number" she left for a minute, came back and claimed she called her supervisor and they told her she couldn't give her number out. As a result of this episode, not only did I miss my flight but with the changing of flights the airlines lost my luggage. There you go. That was a brief description of what happened. I'm a very frequent traveler and have never been in such a pitiful position with a TSA employee. She really needs to develop people skills. She was rude and not willing to be helpful at all Agent Notes: Consumer Complaint BCC/CSM Response Consumer Complaint BCC/CSM Response, BCC SHM/CSQIM (b) (6)
(b) (6)
Follow Up: To TSOC Date: From TSOC Date: Last Updated By: Last Update Date: Opening Agent: Opened Date: 7/20/2008 10:03:22 AM
(b) (6)
Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, Airline: North West AirlinesNorth West Airlines, Subject Category: Discourteous- Rude Employee - Discourteous- Rude Employee Interaction Type: COMPLAINT Response Email: From: Prior Vendor To: (b) (6) Subject: Re: TSA Contact Us: Complaints <<#201187-304303#>> Body: <html><HEAD><STYLE>p {margin-bottom: 0; margin-top: 0;}</STYLE></HEAD><body><FONT SIZE="2"> <DIV STYLE="font-family: Arial;color: #000000;"><FONT size=3><FONT size=3><FONT size=3><FONT size=3><FONT size=3><FONT size=3><FONT size=3> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif">Thank you for your email message. We are sorry you were unhappy with your recent travel experience.</FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif"> <?xml:namespace prefix = o ns = "urn:schemas-microsoft-com:office:office" /><o:p></o:p></FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif">Because your complaint is regarding screening at<SPAN style="mso-spacerun: yes"> OKC</SPAN>, we have forwarded a copy of your email to the Customer Service Manager at that airport. The Customer Service Manager is responsible for ensuring that the screener workforce adheres to TSA principles for professional processing.</FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif"> <o:p></o:p></FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif">We monitor the number and nature of complaints we receive to track trends and spot areas of concern that may require special attention. This ongoing process will enable us to ensure prompt, corrective action whenever we determine that security-screening policies need modification or specific employees or screener teams are the subjects of repeated complaints.</FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif"> <o:p></o:p></FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif">Again, the TSA offers sincere apologies for the discomfort you experienced while traveling and</FONT><SPAN style="FONT-SIZE: 12pt; FONT-FAMILY: Arial; mso-fareast-fontfamily: 'Times New Roman'; mso-ansi-language: EN-US; mso-fareast-language: EN-US; mso-bidi-language: AR-SA"> encourage you to check the latest information at <A href="http://www.tsa.gov/">www.tsa.gov</A>.</SPAN><FONT face=Arial></FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif"> <o:p></o:p></FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif">TSA Contact Center</FONT></P><FONT face="Tahoma, Verdana, Arial" size=2></FONT></FONT></FONT></FONT></FONT></FONT></FONT></FONT></DIV> <DIV STYLE="font-family: Arial;color: #000000;"></DIV> </FONT><BR><br><br><DIV>--- Original Message ---<BR>From: <(b) (6) ><BR>Received: 7/20/2008 10:03:21 AM Eastern Standard Time (GMT - 4:00 )<BR>To: "TSA Contact Center" <[email protected]><BR>Subject: TSA Contact Us: Complaints<BR><BR>THIS GENERATED EMAIL HAS BEEN SENT FROM TSA INTERNET CONTACT US<BR>-----------------------------------------------------------------------------------------------------------<BR>Remote Client IP: (b) (6) <BR>Date Time: 7/18/2008 5:46:33 PM<BR>-----------------------------------------------------------------------------------------------------------<BR><BR> <TABLE style="FONT-SIZE: 12px; WIDTH: 750px" cellSpacing=1 cellPadding=3 border=2> <TBODY> <TR> <TD style="FONT-WEIGHT: bold; WIDTH: 200px">Name:</TD> <TD>(b) (6) </TD></TR> <TR> <TD style="FONT-WEIGHT: bold; WIDTH: 200px">Email:</TD> <TD (b) (6) </TD></TR> <TR> <TD style="FONT-WEIGHT: bold; WIDTH: 200px">Complaints:</TD> <TD>Airline Complaints</TD></TR> <TR> <TD style="FONT-WEIGHT: bold; WIDTH: 200px">Flight Info (If applicable. Enter Flight#/Airline/Terminal/Airport/Gate/Etc):</TD> <TD>This happen 7/18/08 at 6:10am at the West Checkpoint, Lane 1. My flight was NWA 5796. Airport OKC</TD></TR> <TR> <TD style="FONT-WEIGHT: bold; WIDTH: 200px">Comments:</TD> <TD>This a Discourteous/Rude Employee Complaint not an Airline Complaint as stated above. It wouldn't let me change it. Here is my complaint, (b) (6) needs customer service training. She made a decision that caused me to miss my flight and start a
snowball effect of problems directly related to this. I didn't agree with the decision but respected it. The problem came when she had the opportunity to help me still catch my flight and did nothing and with a terrible attitude. I was very polite and never raised my voice in asking for help and she declined. Has I left to check my bag and out of the sight of (b) (6) I asked another Supervisor, (b) (6) (b) (6) to help and he was more than courteous. He walked me back to the ticket counter and helped get my bag checked quickly and then escorted me to the front of the line at security, rushed me through.(b) (6) was great and very professionally friendly. Because of my ticket I was told again I had to be special screened. Well, that was where I again met with I asked if this was necessary again, knowing I was escorted back and forth by(b) (6) (he walked away after he saw I was about to walk through the metal detector and thanked him) she said no. There was an announcement over the PA system announcing my name and the plane's door would close in two minutes. I informed her and she made sure to take her time with the search resulting in me missing the door closing and missing my flight. Then I went back to get her name and badge number for a complaint. She went and gave me a TSA Customer Complaint Card. I asked (b) (6) to give me her name and badge number. She told me, "she could give me her name but not a badge number because of security reasons." I showed her where it said on the card where I'm to get "name and badge number" she left for a minute, came back and claimed she called her supervisor and they told her she couldn't give her number out. As a result of this episode, not only did I miss my flight but with the changing of flights the airlines lost my luggage. There you go. That was a brief description of what happened. I'm a very frequent traveler and have never been in such a pitiful position with a TSA employee. She really needs to develop people skills. She was rude and not willing to be helpful at all.</TD></TR></TBODY></TABLE></DIV><BR><BR>------ TCC Control Number: ------<BR><<#201187-304303#>></body></html> END RECORD
(b) (6)
CONTACT RECORD
EID: 50828436 Contact Type: Contact Date: 2008-07-21 13:10:11 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2008-07-21 13:10:11 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: (b) (6) Contact State: (b) (6) Contact Zip: (b) (6) Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Items damaged in checked bag @ (OAK & antique angels) Claim form was mailed., 07/22/2008 Body: Agent Notes: Provided caller with information on the claims process, and SF-95 mailed on (07/22/2008) Provided caller with information on the claims process, and SF-95 mailed on (07/22/2008) NOI was in checked bag. Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Opening Agent: Opened Date: 7/21/2008 1:10:11 PM Linked Event IDs:
(b) (6)
(b) (6)
Responses: Response Airport: OKCOKC,Oklahoma City, OK, USA - Will Rogers World Airport, Airline: Subject Category: Claim Form Requests-Checked Bag - Claim Form Requests-Checked Bag Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 50828480 Contact Type: Contact Date: 2008-07-21 12:45:05 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2008-07-21 12:45:05 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: USA Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Caller wanted to report that screener made mess of checked bag and items were not re-packed properly after screening at (OKC) see notes Body: Agent Notes: Advised caller we would note issue, and an FYI will be sent to the CSM at that airport who oversees the screening operation. Offered a claim form. Advised caller we would note issue, and an FYI will be sent to the CSM at that airport who oversees the screening operation. Offered a claim form., (b) (6) was slightly upset because she did not receive a call back from the CSM. I informed caller that I will re-send. Caller stated that she called in sometime in July...However I did not find that call. Oringinal EVENT ID# 300195843080519
The following information has been received by TSA Contact Center and it is be forwarded to you for your review and/ or follow up. Please reply by email, to the TCC Customer Service Representative sending this message, with the actions taken to resolve this consumers' issue. Brief Description: (b) (6) stated that she had several items missing and mishandled. I walked the caller thru the website for the claim forms and apologized to her for the terrible inconvenience. Please contact her in regards to her further concerns about the way that TSA re-packed her bag. Thank you for your future assistance.
Date of Incident: 5/18/08 Customer Name: (b) (6) Customer Contact Information: Airport: OKC Airline: American Flight#: 1675 Terminal/Gate: N/A (Caller unsure) Check In/Incident Time: 7:45 am Checked Baggage: 1 Baggage Tag Number: AA- 599622 or 4001599622 Event ID #: 300195843080519
(b) (6)
Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Opening Agent: Opened Date: 7/21/2008 12:45:05 PM
Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, OKC Oklahoma City, OK, USA - Will Rogers World Airport, Airline: Subject Category: Mishandling of Passengers Property - Disarrayed Carry-on/Checked Baggage - Mishandling of Passengers Property Disarrayed Carry-on/Checked Baggage Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 50830109 Contact Type: Contact Date: 2008-07-23 00:13:29 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2008-07-22 16:00:00 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: USA Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: left OAK to SLC final SEA when arriving her final distination she found a TSA/NOI. Her luggage was compleatly opened with things falling out. Body: Agent Notes: Provided Lost and Found information to caller and walked caller through TSA web for an SF-95 form Provided Lost and Found information to caller and walked caller through TSA web for an SF-95 form Told caller to make copies of:
(b) (6)
(b) (6)
Baggage tag Boarding pass stub TSA/NOI Purchase recite or estimate Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Opening Agent: Opened Date: 7/23/2008 12:13:29 AM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, SLC Salt Lake City, UT, USA - Salt Lake City International Arpt, SEA Seattle, WA, USA - Seattle Tacoma Intl Airport, Airline: Delta Air Lines -¬Delta Air Lines -¬, Subject Category: Claim Form Requests - Missing items from Checked Baggage - Claim Form Requests - Missing items from Checked Baggage Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 50832379 Contact Type: Contact Date: Medium: EMAIL Contact Status: CLOSED Incident Date: Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: ISSUE, Customer Service Feedback Body: THIS GENERATED EMAIL HAS BEEN SENT FROM TSA INTERNET CONTACT US-CUSTOMER SERVICE
(b) (6)
Remote Client IP: (b) (6) System Time: 6/23/2008 11:51:42 PM __________________________________________ User Name:
(b) (6)
User Email:
(b) (6)
__________________________________________ To: [email protected] Category: All Other Inquiries Message: My name is(b) (6) I am a 27 year old single mother who took my son on vacation this week for what was supposed to be a relaxing fun trip for us to spend time together. We traveled from Oklahoma City OK with Southwest Airlines flight 2794 that left at 7:o5pm June 22nd 2008. Around 6:00 or 6:15 my son,(b) (6) who is only 7, and I came threw a check point in front of our gate number 16. I have only traveled once before so i am def. not a pro but i took my flip flops off and my sons shoes as everybody in line in front of me was doing and placed them along with my carry on backpack and purse in a bucket so it could all be ex rayed. When it was our turn my son went thru the metal detector first and then I did and (b) (6)(badge number (b) (6) im pretty sure) asked to see my boarding pass... i smiled and replied Oh Im so sorry i left it in my purse. Well i was immediatly aware I must be an IDIOT because he rolls his eyes and breathes heavily -raising his voice that I am NOT to leave it in my purse. So I attempt to step over to see if my purse is still visable so i could curdiously get it for him. Well I get yelled at again and he physically grabbed my shoulder which hurt b/c i have an open soar on my shoulder... so when i turn and look at him he raises both hands in the air like "im not touching you"... so the heavy set lady sitting on a stool pops off with instant attitude as well and says she has to get my boarding pass and i agree so i stand there and my pass is retrieved from my purse and he sees it and tells me and my son to go on. Well as Im putting my shoes on I realize my orange backpack is nowhere to be found. Everybody is busy and im standing there trying to ask if anybody has seen my backpack because there is probably a thousand dollars worth of electronics such as PSP, MP3, digital camera etc. The nice lady at the end is busy discussing the liquid in another passengers carry on and i didnt want to be rude and interupt so i walk up towards the x-ray lady and pleasantly ask her if she has seen (b) (6) my backpack and i get physically grabbed by again who screams at me that i just couldnt walk up there (im sorry -i didnt know) and he directs me thru the metal detector again and i have no problem complying at all and i guess i walked to fast b/c he threw his hands up in front of my face and chest and yelled to go back threw slowly so i back up and comply but im getting very upset from being pushed around at this time and i still havent found my backpack and my son is getting pushed further away from me by the line of people so i hold my hand out for my son to take as he walks close to me and (b) (6) physically barricades my son from getting to me and told him to
stay back! I almost freaked out at this point- my momma bear, baby cub instincts were kicking in. So he lets me walk threw and I finally get my son but still no backpack and i start over asking for it as i was originally trying to do. The heavy lady sitting on the stool looking at the X-rays is yelling "well its not here- maybe its in the lobby- you need to just go on" as shes rolling her eyes, throwing her hands up, and shaking her head as if it was not her problem. I kept telling her i had JUST put it in the bucket five feet from her... she was not nice at all or willing to get up and move around a little to look... she just wanted me gone without my belongings.I honestly feel many passangers belongings could get stolen by TSA employees this way???? Well the very nice lady at the end saw i was crying frantically and ran over to look for me and it said had accidentally gotten stuck by the strap in the machine and she retrieved it for me. I asked why the big lady couldnt have just done that for me instead of try to push me and my son away empty handed. I had already looked at (b) (6) name tag and had his name but as im crying i ask for the big ladys name as well and(b) (6) refused to give me her name. I asked repeatedly stating that i am a conductor for Amtrak so I know this is the reason she wears a name tag and I was refused again. I wanted to walk over and get it myself but i was afraid (b) (6) might barricade me or put his hands on me or my son again. So I was given a comment card and pushed out of the way with no name of the heavy set lady working x-ray by gate 16 in OKC around 6 or 6:15... but my son was very upset- i was confused and crying. I had to hurry and find somewhere to duck to wipe my face- it was HUMILIATING. Even another male passenger going thru the line felt sorry for us and wished us luck. My son seriously thought something was wrong with his mother and was so deeply concerned his eyes teared up. Please write me back with a follow up on how these employees (inclusing (b) (6) (b) (6) were diciplined and i am curious if there is a mandatory class taken annually for TSA employees for customer service b/c this card states we as paying customers should have a customer-friendly experience at the checkpoint and it was no further from the truth. I will follow up and thank U for your time
(b) (6)
__________________________________________ Date and Time of message: 6/23/2008 11:51:42 PM Agent Notes: Consumer Complaint BCC/CSM Response Consumer Complaint BCC/CSM Response, BCC:(b) (6) SHM/CSQIM at the OKC airport. Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Opening Agent: Opened Date: 6/24/2008 12:38:17 PM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, Airline: Southwest AirlinesSouthwest Airlines, Subject Category: Discourteous- Rude Employee - Discourteous- Rude Employee Interaction Type: COMPLAINT Response Email: From: Prior Vendor To - the
(b) (6)
Subject: Re: Customer Service Feedback <<#212128-294475#>> Body: <html><HEAD><STYLE>p {margin-bottom: 0; margin-top: 0;}</STYLE></HEAD><body><FONT SIZE="2"> <DIV STYLE="font-family: Arial;color: #000000;"><FONT size=3><FONT size=3><FONT size=3><FONT size=3><FONT size=3><FONT size=3><FONT size=3> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif">Thank you for your email message. We are sorry you were unhappy with your recent travel experience.</FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif"> <?xml:namespace prefix = o ns = "urn:schemas-microsoft-com:office:office" /><o:p></o:p></FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif"><STRONG>Because your complaint is regarding screening at OKC, we have forwarded a copy of your email to the Customer Service Manager at that airport. The Customer Service Manager is responsible for ensuring that the screener workforce adheres to TSA principles for professional processing.</STRONG></FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif"> <o:p></o:p></FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif">We monitor the number and nature of complaints we receive to track trends and spot areas of concern that may require special attention. This ongoing process will enable us to ensure prompt, corrective action whenever we determine that security-screening policies need modification or specific employees or
screener teams are the subjects of repeated complaints.</FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif"> <o:p></o:p></FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif">Again, the TSA offers sincere apologies for the discomfort you experienced while traveling and</FONT><SPAN style="FONT-SIZE: 12pt; FONT-FAMILY: Arial; mso-fareast-fontfamily: 'Times New Roman'; mso-ansi-language: EN-US; mso-fareast-language: EN-US; mso-bidi-language: AR-SA"> encourage you to check the latest information at <A href="http://www.tsa.gov/">www.tsa.gov</A>.</SPAN><FONT face=Arial></FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif"> <o:p></o:p></FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif">TSA Contact Center</FONT></P><FONT face="Tahoma, Verdana, Arial" size=2></FONT></FONT></FONT></FONT></FONT></FONT></FONT></FONT></DIV> <DIV STYLE="font-family: Arial;color: #000000;"></DIV> </FONT><BR><br><br><DIV>--- Original Message ---<BR>From: < (b) (6) gt;<BR>Received: 6/24/2008 12:38:16 PM Eastern Standard Time (GMT - 4:00 )<BR>To: "TSA Contact Center" <[email protected]><BR>Subject: Customer Service Feedback<BR><BR> <META content="MS Exchange Server version 6.5.7651.59" name=Generator><!-- Converted from text/plain format --> <P><FONT size=2>THIS GENERATED EMAIL HAS BEEN SENT FROM TSA INTERNET CONTACT US-CUSTOMER SERVICE</FONT> </P> <P><FONT size=2>Remote Client IP: (b) (6) </FONT> <BR><FONT size=2>System Time: 6/23/2008 11:51:42 PM</FONT> <BR><FONT size=2>__________________________________________</FONT> </P> <P><FONT size=2>User Name: </FONT><BR><FONT size=2 (b) (6) /FONT> </P> <P><FONT size=2>User Email: </FONT><BR><FONT size=2 (b) (6) </FONT> <BR><FONT size=2>__________________________________________</FONT> </P> <P><FONT size=2>To:</FONT> <BR><FONT size=2>[email protected]</FONT> </P> <P><FONT size=2>Category: </FONT><BR><FONT size=2>All Other Inquiries</FONT> </P> <P><FONT size=2>Message: </FONT><BR><FONT size=2>My name is(b) (6) I am a 27 year old single mother who took my son on vacation this week for what was supposed to be a relaxing fun trip for us to spend time together. We traveled from Oklahoma City OK with Southwest Airlines flight 2794 that left at 7:o5pm June 22nd 2008. Around 6:00 or 6:15 my son, (b) (6) who is only 7, and I came threw a check point in front of our gate number 16. I have only traveled once before so i am def. not a pro but i took my flip flops off and my sons shoes as everybody in line in front of me was doing and placed them along with my carry on backpack and purse in a bucket so (b) (6)(badge number (b) (6) im it could all be ex rayed. When it was our turn my son went thru the metal detector first and then I did and pretty sure) asked to see my boarding pass... i smiled and replied Oh Im so sorry i left it in my purse. Well i was immediatly aware I must be an IDIOT because he rolls his eyes and breathes heavily -raising his voice that I am NOT to leave it in my purse. So I attempt to step over to see if my purse is still visable so i could curdiously get it for him. Well I get yelled at again and he physically grabbed my shoulder which hurt b/c i have an open soar on my shoulder... so when i turn and look at him he raises both hands in the air like "im not touching you"... so the heavy set lady sitting on a stool pops off with instant attitude as well and says she has to get my boarding pass and i agree so i stand there and my pass is retrieved from my purse and he sees it and tells me and my son to go on. Well as Im putting my shoes on I realize my orange backpack is nowhere to be found. Everybody is busy and im standing there trying to ask if anybody has seen my backpack because there is probably a thousand dollars worth of electronics such as PSP, MP3, digital camera etc. The nice lady at the end is busy discussing the liquid in another passengers carry on and i didnt want to be rude and interupt so i walk up towards the x-ray lady and pleasantly ask her if she has seen my backpack and i get physically grabbed by Jerry again who screams at me that i just couldnt walk up there (im sorry -i didnt know) and he directs me thru the metal detector again and i have no problem complying at all and i guess i walked to fast b/c he threw his hands up in front of my face and chest and yelled to go back threw slowly so i back up and comply but im getting very upset from being pushed around at this time and i still havent found my backpack and my son is getting pushed further away from me by the line of people so i hold my hand out for my son to take as he walks close to me and(b) (6)physically barricades my son from getting to me and told him to stay back! I almost freaked out at this point- my momma bear, baby cub instincts were kicking in. So he lets me walk threw and I finally get my son but still no backpack and i start over asking for it as i was originally trying to do. The heavy lady sitting on the stool looking at the X-rays is yelling "well its not here- maybe its in the lobby- you need to just go on" as shes rolling her eyes, throwing her hands up, and shaking her head as if it was not her problem. I kept telling her i had JUST put it in the bucket five feet from her... she was not nice at all or willing to get up and move around a little to look... she just wanted me gone without my belongings.I honestly feel many passangers belongings could get stolen by TSA employees this way???? Well the very nice lady at the end saw i was crying frantically and ran over to look for me and it said had accidentally gotten stuck by the strap in the machine and she retrieved it for me. I asked why the big lady couldnt have just done that for me instead of try to push me and my son away empty handed. I had already looked at (b) (6) name tag and had his name but as im crying i ask for the big ladys name as well and (b) (6) refused to give me her name. I asked repeatedly stating that i am a conductor for Amtrak so I know this is the reason she wears a name tag and I was refused again. I wanted to walk over and get it myself but i was afraid(b) (6)might barricade me or put his hands on me or my son again. So I was given a comment card and pushed out of the way with no name of the heavy set lady working x-ray by gate 16 in OKC around 6 or 6:15... but my son was very upset- i was confused and crying. I had to hurry and find somewhere to duck to wipe my face- it was HUMILIATING. Even another male passenger going thru the line felt sorry for us and wished us luck. My son seriously thought something was wrong with his mother and was so deeply concerned his eyes teared up. Please write me back with a follow up on how these employees (inclusing (b) (6) were diciplined and i am curious if there is a mandatory class taken annually for TSA employees for customer service b/c this card states we as paying customers should have a customer-friendly experience at the checkpoint and it was no further from the truth. I will follow up and thank U for your time</FONT></P> <P><FONT size=2 (b) (6) /FONT> <BR><FONT size=(b) (6) FONT> <BR><FONT size=2 (b) (6) /FONT> <BR><FONT size=2 39325</FONT> </P> <P><FONT size=2>__________________________________________</FONT> <BR><FONT size=2>Date and Time of message: 6/23/2008
(b) (6)
11:51:42 PM</FONT> </P></DIV><BR><BR>------ TCC Control Number: ------<BR><<#212128-294475#>></body></html> END RECORD
CONTACT RECORD
EID: 50835283 Contact Type: Contact Date: 2008-05-20 13:45:39 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2008-05-15 13:45:39 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Caller wanted to report that screener made mess of checked bag and items were not re-packed properly after screening at (AVL) Body: Agent Notes: Advised caller we would note issue, and an FYI will be sent to the CSM at that airport who oversees the screening operation. Offered a claim form. Advised caller we would note issue, and an FYI will be sent to the CSM at that airport who oversees the screening operation. Offered a claim form., The TCC received the following information as an FYI. We are forwarding this information to you for your review. For Your Information: (b) (6) departed from AVL earlier this week and found her bag a mess when she got home. She reported that her non-tsa approved pad locks had been cut off, and her bag was not zipped up all the way. She received her luggage days after her flight, it was held up & then later delivered to her house. Her bible & other items were on the top of her bag when she packed them at the bottom. (b) (6) stated that her clothes were wrinkled & everything was thrown in the bag. I offered her a claim form, but nothing was damaged. I also provided her with information on where to purchase TSA locks. Date of Incident: 5/15/08 Customer Name: (b) (6) Customer Contact Information: (b) (6) Airport: AVL Airline: Continental Flight#: 2510 Terminal/Gate: N/A Check In/Incident Time: 5:30 AM Carry On or Checked Baggage: Baggage Tag Number: N/A Event ID #: 300196304380520 Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Opening Agent: Opened Date: 5/20/2008 1:45:39 PM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, AVL Asheville / Hendersonville, NC, USA - Asheville Regional Airport, Airline: Continental Airlines (present) -¬Continental Airlines (present) -¬, Subject Category: Mishandling of Passengers Property - Disarrayed Carry-on/Checked Baggage - Mishandling of Passengers Property Disarrayed Carry-on/Checked Baggage
Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 50842144 Contact Type: Contact Date: 2008-05-24 22:40:26 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2008-05-24 22:40:26 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Items damaged in checked bag @ (OKC & laptop) Body: Agent Notes: Provided caller with information on the claims process, Provided caller with information on the claims process, and SF-95 mailed on (Date), Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Opening Agent: Opened Date: 5/24/2008 10:40:26 PM Linked Event IDs: Responses: Response Airport: OKCOKC,Oklahoma City, OK, USA - Will Rogers World Airport, DAL Dallas, TX, USA - Love Field, Airline: Subject Category: Claim Form Requests-Checked Bag - Claim Form Requests-Checked Bag Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 50844940 Contact Type: Contact Date: Medium: EMAIL Contact Status: CLOSED Incident Date: Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: (b) (6) Subject: ISSUE, Unnecessary Incident at OKC Screening Body: Thursday, May 22, 2008
I am writing to report an incident that was totally unnecessary at the Oklahoma City/Will Rogers International Airport on Wednesday, May 21, 2008.
My parents, who are both in their 80s, were visiting us from Cincinnati for my sonGÇÖs/their only grandsonGÇÖs high school graduation. They travel very little and had to be persuaded to be present for his valedictory honors, among many high awards. Both have several, serious health issues. On Wednesday afternoon, about 1 p.m., they were traveling after a fun, but exhausting visit with their seemingly only concern being the flight home on Delta flight # 5169.
(b) (6)
I must add, at this point, that I am a former teacher who now works for an attorney while my husband works for the FAA. We are lawabiding citizens who understand and respect rules. Our criticism is NOT the rules.
At the screening point, an over zealous, extremely rude, unpleasant screener proceeded to treat my parents, as well as several other passengers like criminals when she found a few GÇ£illegalGÇ¥ items. Three of my motherGÇÖs items were tossed into the garbage (an Avon mini hand lotion, a Pantene curl definer and an Oil of Olay regenerist product) with overly demeaning/embarrassing remarks and unnecessarily rough handling of my parentsGÇÖ (and other passengersGÇÖ) carry-on items.
My mother was so upset that she burst into tears. At this juncture, I would have demanded to speak to a supervisor. However, my mom was so shook-up that she and my father simply wanted to re-pack their carry-on bags and quickly get away from this rude TSA officer. This could have caused a serious stress-related health emergency.
The screenerGÇÖs description is a Caucasian, tall, 30-ish woman of average weight with shoulder-length medium brown hair (no glasses). From personnel records, you should be able to easily identify this woman.
Again, we do not object to the process of screening for safety and other purposes, but the unnecessary strong-arm treatment/manner in
which this woman liases with passengers. My parents observed this procedure between a few other passengers and this woman in the brief (10 minutes or so) span of time they were forced to be in her locale.
With the airline industry in its present precarious state, this type of poor customer interaction can not be productive or tolerated. Who needs/wants to pay to be treated like a criminal? She put a damper on this joyful celebration/vacation for my parents. What a shame !
We want to report this incident to, hopefully, avoid this interaction with further travelers. A written apology to my parents would be nice. We are not GÇ£holding our breathGÇ¥ for this possibility. Just, please, make sure that this woman does not unnecessarily upset any other elderly passengers.
Thank you for your consideration,
(b) (6)
(b) (6)
(evenings) Agent Notes: Complaints Complaints, BCC CSM Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) EF,6/19/2008 11:04:38 AM' Last Update Date: Opening Agent: Opened Date: 5/23/2008 10:09:23 AM Linked Event IDs:
(b) (6)
Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, Airline: Delta AirDelta Air, Subject Category: Discourteous- Rude Employee - Discourteous- Rude Employee Interaction Type: COMPLAINT Response Email: From: Prior Vendor To: (b) (6) Subject: Re: Unnecessary Incident at OKC Screening <<#201089-281407#>> Body: <html><HEAD><STYLE>p {margin-bottom: 0; margin-top: 0;}</STYLE></HEAD><body><FONT SIZE="2"> <DIV STYLE="font-family: Arial;color: #000000;"></DIV> <DIV STYLE="font-family: Arial;color: #000000;"><FONT size=3><FONT size=3> <P class=MsoNormal style="MARGIN: 5pt 0in; mso-layout-grid-align: none; mso-pagination: none"><FONT size=3><SPAN style="FONTSIZE: 11pt; mso-bidi-font-size: 10.0pt">Thank you for your e-mail.<SPAN style="mso-spacerun: yes"> </SPAN></SPAN><SPAN style="FONT-SIZE: 11pt; mso-bidi-font-size: 10.0pt">We regret to hear that you had an unpleasant experience and hope the following information is helpful in addressing your concerns. </SPAN></FONT></P> <P class=MsoNormal style="MARGIN: 5pt 0in; mso-layout-grid-align: none; mso-pagination: none"><SPAN style="FONT-SIZE: 11pt; mso-bidi-font-size: 10.0pt"></SPAN><FONT size=3><SPAN style="FONT-SIZE: 11pt; mso-bidi-font-size: 10.0pt">Please know that the Transportation Security Administration (TSA) takes comments such as yours very seriously. TSA is responsible for all passenger and baggage screening to ensure that weapons and other prohibited items are not brought on-board aircraft. One of our key objectives has been to ensure that all passengers consistently receive professional and courteous processing while maintaining our high level of security. We train security screeners to conduct enhanced screening with courteous professionalism in order to treat passengers with dignity and respect. We regret that you feel these high standards were not met.</SPAN><SPAN style="FONT-SIZE: 11pt; mso-bidi-fontsize: 12.0pt"><?xml:namespace prefix = o ns = "urn:schemas-microsoft-com:office:office" /><o:p></o:p></SPAN></FONT></P> <P class=MsoNormal style="MARGIN: 5pt 0in; mso-layout-grid-align: none; mso-pagination: none"><FONT size=3><SPAN style="FONTSIZE: 11pt; mso-bidi-font-size: 10.0pt">We monitor the number and nature of complaints we receive to track trends and spot areas of concern that may require special attention. This ongoing process will enable us to ensure prompt, corrective action whenever we
determine that security-screening policies need modification or specific employees or screener teams are the subjects of repeated complaints.</SPAN><SPAN style="FONT-SIZE: 11pt; mso-bidi-font-size: 12.0pt"><o:p></o:p></SPAN></FONT></P> <P class=MsoBodyText style="MARGIN: 5pt 0in">Again, we deeply regret any inconvenience or discomfort you may have suffered as a result of enhanced screening procedures. TSA appreciates you for taking the time to share your concerns with us. We are confident that through the concerns brought to us by the traveling public, we will be better able to address problem areas with corrective action. </P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><SPAN style="FONT-SIZE: 11pt; mso-bidi-font-size: 12.0pt"><FONT size=3>Please visit our website at </FONT><A href="http://www.tsa.gov/"><FONT size=3>www.tsa.gov</FONT></A><FONT size=3> for additional information about TSA.<SPAN style="mso-spacerun: yes"> </SPAN>We continue to add new information and encourage you to check the website frequently for updated information.<o:p></o:p></FONT></SPAN></P> <P><SPAN style="FONT-SIZE: 11pt; mso-bidi-font-size: 10.0pt"><FONT size=3> <o:p></o:p></FONT></SPAN></P><FONT face="Arial, Helvetica, sans-serif"><FONT size=3><SPAN style="FONT-SIZE: 11pt; FONT-FAMILY: 'Times New Roman'; mso-bidi-fontsize: 10.0pt; mso-fareast-font-family: 'Times New Roman'; mso-ansi-language: EN-US; mso-fareast-language: EN-US; mso-bidi-language: AR-SA"><FONT face=Arial size=3>TSA Contact Center</FONT></SPAN><SPAN style="FONT-SIZE: 11pt; FONT-FAMILY: 'Times New Roman'; mso-bidi-font-size: 12.0pt; mso-fareast-font-family: 'Times New Roman'; mso-ansi-language: EN-US; mso-fareast-language: ENUS; mso-bidi-language: AR-SA"> </SPAN></FONT></FONT></FONT></FONT></DIV> </FONT><BR><br><br><DIV>--- Original Message ---<BR>From: ><BR>Received: 5/23/2008 10:09:23 AM Eastern Standard Time (GMT - 4:00 )<BR>To: "TSA Contact Center" <[email protected]><BR>Subject: Unnecessary Incident at OKC Screening<BR><BR> <STYLE> .hmmessage P { margin:0px; padding:0px } body.hmmessage { FONT-SIZE: 10pt; FONT-FAMILY:Tahoma } </STYLE> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT color=#000000><?xml:namespace prefix = st1 ns = "urn:schemas-microsoftcom:office:smarttags" /><st1:date Year="2008" Day="22" Month="5"><SPAN style="FONT-SIZE: 14pt; FONT-FAMILY: 'Comic Sans MS'">Thursday, May 22, 2008</SPAN></st1:date><SPAN style="FONT-SIZE: 14pt; FONT-FAMILY: 'Comic Sans MS'"><?xml:namespace prefix = o ns = "urn:schemas-microsoft-com:office:office" /><o:p></o:p></SPAN></FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><SPAN style="FONT-SIZE: 14pt; FONT-FAMILY: 'Comic Sans MS'"><o:p><FONT color=#000000> </FONT></o:p></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT color=#000000><SPAN style="FONT-SIZE: 14pt; FONT-FAMILY: 'Comic Sans MS'">I am writing to report an incident that was totally unnecessary at the Oklahoma City/Will Rogers International Airport on </SPAN><st1:date Year="2008" Day="21" Month="5"><SPAN style="FONT-SIZE: 14pt; FONT-FAMILY: 'Comic Sans MS'">Wednesday, May 21, 2008</SPAN></st1:date><SPAN style="FONT-SIZE: 14pt; FONT-FAMILY: 'Comic Sans MS'">.<o:p></o:p></SPAN></FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><SPAN style="FONT-SIZE: 14pt; FONT-FAMILY: 'Comic Sans MS'"><o:p><FONT color=#000000> </FONT></o:p></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT color=#000000><SPAN style="FONT-SIZE: 14pt; FONT-FAMILY: 'Comic Sans MS'">My parents, (b) (6) , who are both in their 80s, were visiting us from </SPAN><st1:City><st1:place><SPAN style="FONT-SIZE: 14pt; FONT-FAMILY: 'Comic Sans MS'">Cincinnati</SPAN></st1:place></st1:City><SPAN style="FONT-SIZE: 14pt; FONT-FAMILY: 'Comic Sans MS'"> for my sonGÇÖs/their only grandsonGÇÖs high school graduation.<SPAN style="mso-spacerun: yes"> </SPAN>They travel very little and had to be persuaded to be present for his valedictory honors, among many high awards.<SPAN style="mso-spacerun: yes"> </SPAN>Both have several, serious health issues.<SPAN style="mso-spacerun: yes"> </SPAN>On Wednesday afternoon, about </SPAN><st1:time Minute="0" Hour="13"><SPAN style="FONT-SIZE: 14pt; FONTFAMILY: 'Comic Sans MS'">1 p.m.</SPAN></st1:time><SPAN style="FONT-SIZE: 14pt; FONT-FAMILY: 'Comic Sans MS'">, they were traveling after a fun, but exhausting visit with their seemingly only concern being the flight home on Delta flight # 5169.<o:p></o:p></SPAN></FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><SPAN style="FONT-SIZE: 14pt; FONT-FAMILY: 'Comic Sans MS'"><o:p><FONT color=#000000> </FONT></o:p></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><SPAN style="FONT-SIZE: 14pt; FONT-FAMILY: 'Comic Sans MS'"><FONT color=#000000>I must add, at this point, that I am a former teacher who now works for an attorney while my husband works for the FAA.<SPAN style="mso-spacerun: yes"> </SPAN>We are law-abiding citizens who understand and respect rules.<SPAN style="mso-spacerun: yes"> </SPAN>Our criticism is NOT the rules.<o:p></o:p></FONT></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><SPAN style="FONT-SIZE: 14pt; FONT-FAMILY: 'Comic Sans MS'"><o:p><FONT color=#000000> </FONT></o:p></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><SPAN style="FONT-SIZE: 14pt; FONT-FAMILY: 'Comic Sans MS'"><FONT color=#000000>At the screening point, an over zealous, extremely rude, unpleasant screener proceeded to treat my parents, as well as several other passengers like criminals when she found a few GÇ£illegalGÇ¥ items.<SPAN style="mso-spacerun: yes"> </SPAN>Three of my motherGÇÖs items were tossed into the garbage (an Avon mini hand lotion, a Pantene curl definer and an Oil of
(b) (6)
Olay regenerist product) with overly demeaning/embarrassing remarks and unnecessarily rough handling of my parentsGÇÖ (and other passengersGÇÖ) carry-on items.<o:p></o:p></FONT></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><SPAN style="FONT-SIZE: 14pt; FONT-FAMILY: 'Comic Sans MS'"><o:p><FONT color=#000000> </FONT></o:p></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><SPAN style="FONT-SIZE: 14pt; FONT-FAMILY: 'Comic Sans MS'"><FONT color=#000000>My mother was so upset that she burst into tears.<SPAN style="mso-spacerun: yes"> </SPAN>At this juncture, I would have demanded to speak to a supervisor.<SPAN style="mso-spacerun: yes"> </SPAN>However, my mom was so shook-up that she and my father simply wanted to re-pack their carry-on bags and quickly get away from this rude TSA officer.<SPAN style="msospacerun: yes"> </SPAN>This could have caused a serious stress-related health emergency.<o:p></o:p></FONT></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><SPAN style="FONT-SIZE: 14pt; FONT-FAMILY: 'Comic Sans MS'"><o:p><FONT color=#000000> </FONT></o:p></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><SPAN style="FONT-SIZE: 14pt; FONT-FAMILY: 'Comic Sans MS'"><FONT color=#000000>The screenerGÇÖs description is a Caucasian, tall, 30-ish woman of average weight with shoulder-length medium brown hair (no glasses).<SPAN style="mso-spacerun: yes"> </SPAN>From personnel records, you should be able to easily identify this woman.<o:p></o:p></FONT></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><SPAN style="FONT-SIZE: 14pt; FONT-FAMILY: 'Comic Sans MS'"><o:p><FONT color=#000000> </FONT></o:p></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><SPAN style="FONT-SIZE: 14pt; FONT-FAMILY: 'Comic Sans MS'"><FONT color=#000000>Again, we do not object to the process of screening for safety and other purposes, but the unnecessary strong-arm treatment/manner in which this woman liases with passengers.<SPAN style="mso-spacerun: yes"> </SPAN>My parents observed this procedure between a few other passengers and this woman in the brief (10 minutes or so) span of time they were forced to be in her locale.<o:p></o:p></FONT></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><SPAN style="FONT-SIZE: 14pt; FONT-FAMILY: 'Comic Sans MS'"><o:p><FONT color=#000000> </FONT></o:p></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><SPAN style="FONT-SIZE: 14pt; FONT-FAMILY: 'Comic Sans MS'"><FONT color=#000000>With the airline industry in its present precarious state, this type of poor customer interaction can not be productive or tolerated.<SPAN style="mso-spacerun: yes"> </SPAN>Who needs/wants to pay to be treated like a criminal?<SPAN style="msospacerun: yes"> </SPAN>She put a damper on this joyful celebration/vacation for my parents.<SPAN style="mso-spacerun: yes"> </SPAN>What a shame !<o:p></o:p></FONT></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><SPAN style="FONT-SIZE: 14pt; FONT-FAMILY: 'Comic Sans MS'"><o:p><FONT color=#000000> </FONT></o:p></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><SPAN style="FONT-SIZE: 14pt; FONT-FAMILY: 'Comic Sans MS'"><FONT color=#000000>We want to report this incident to, hopefully, avoid this interaction with further travelers.<SPAN style="mso-spacerun: yes"> </SPAN>A written apology to my parents would be nice.<SPAN style="mso-spacerun: yes"> </SPAN>We are not GÇ£holding our breathGÇ¥ for this possibility.<SPAN style="mso-spacerun: yes"> </SPAN>Just, please, make sure that this woman does not unnecessarily upset any other elderly passengers.<o:p></o:p></FONT></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><SPAN style="FONT-SIZE: 14pt; FONT-FAMILY: 'Comic Sans MS'"><o:p><FONT color=#000000> </FONT></o:p></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><SPAN style="FONT-SIZE: 14pt; FONT-FAMILY: 'Comic Sans MS'"><FONT color=#000000>Thank you for your consideration,<o:p></o:p></FONT></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><SPAN style="FONT-SIZE: 14pt; FONT-FAMILY: 'Comic Sans MS'"><o:p><FONT color=#000000> </FONT></o:p></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><SPAN style="FONT-SIZE: 14pt; FONT-FAMILY: 'Comic Sans MS'"><FONT color=#000000>(b) (6) <o:p></o:p></FONT></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><SPAN style="FONT-SIZE: 14pt; FONT-FAMILY: 'Comic Sans MS'"><FONT color=#000000>(b) (6) (evenings)<o:p></o:p></FONT></SPAN></P></DIV><BR><BR>------ TCC Control Number: -----<BR><<#201089-281407#>></body></html> END RECORD
CONTACT RECORD
EID: 50848621 Contact Type: Contact Date: 2008-06-01 17:09:03 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2008-03-20 00:00:00 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Caller stated that she checked her luggage with a curbside employee for American Airline and she has missing jewelry. Body: Agent Notes: Suggested to caller to phone American Airline Suggested to caller to phone American Airline Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Opening Agent: Opened Date: 6/1/2008 5:09:03 PM Linked Event IDs:
(b) (6)
Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, LGA New York, NY, USA - Laguardia, Airline: American Airlines -¬American Airlines -¬, Subject Category: Airline- Service Complaints - Airline- Service Complaints Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 50855772 Contact Type: Contact Date: 2008-10-06 19:27:54 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2008-10-06 07:05:00 Contact Prefix: (b) (6) Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Items missing from checked bag@(OKC & baby teeth). . Body: Agent Notes: Advised caller to file a claim and gave claims process information. Advised caller to file a claim and gave claims process information. Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Opening Agent: Opened Date: 10/6/2008 7:27:54 PM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, STL St Louis, MO, USA - Lambert-St Louis Internatl, Airline: American Airlines -¬American Airlines -¬, Subject Category: Claim Form Requests - Missing items from Checked Baggage - Claim Form Requests - Missing items from Checked Baggage Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 50856911 Contact Type: Contact Date: Medium: EMAIL Contact Status: CLOSED Incident Date: Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: (b) (6) Subject: ISSUE, Notification of Bag Inspection Body: Dear TSA colleagues, Thursday, June 5, I took a flight from OKC via AA1675 thru Dallas via AA3845 to Guadalajara. Somewhere in route my bag was inspected by a TSA inspector and a notice of baggage inspection pamphlet was put in my bag. I fully support such efforts by TSA. However, my TSA-approved lock was no where to be found. I am now forced to continue my journey in Mexico without a lock...and there are a lot of little hands that feel thru bags in Mexico. Putting a TSA-approved lock securily back on the bag should be standard operating procedure for TSA inspectors. The locks are expensive, and the rest of the world is not so honest as the USA. If there is remuneration for such actions, my address is:
(b) (6)
Thank you for your attention to this matter,
(b) (6)
Agent Notes: Approved Locks w/ Claim Request Response Approved Locks w/ Claim Request Response, Follow Up: To TSOC Date: From TSOC Date: Last Updated By: Last Update Date: Opening Agent: Opened Date: 6/9/2008 8:54:48 AM Linked Event IDs:
(b) (6)
Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, Airline: American Airlines -¬American Airlines -¬, Subject Category: TSA Approved Locks - Missing or Damaged - TSA Approved Locks - Missing or Damaged Interaction Type: COMPLAINT Response Email: From: Prior Vendor To:(b) (6) Subject: Re: Notification of Bag Inspection <<#205958-287157#>>
Body: <html><HEAD><STYLE>p {margin-bottom: 0; margin-top: 0;}</STYLE></HEAD><body><FONT SIZE="2"> <DIV STYLE="font-family: Arial;color: #000000;"><FONT size=3><FONT size=3><FONT size=3> <P><FONT face="Arial, Helvetica, sans-serif">Thank you for your e-mail message concerning the destruction of your TSA Approved Lock. </FONT></P> <P><FONT face=Arial></FONT><FONT face="Arial, Helvetica, sans-serif"></FONT> </P> <P><FONT face="Arial, Helvetica, sans-serif">These locks were developed through cooperation between luggage, lock and travel accessory manufacturers and the TSA. </FONT><FONT face="Arial, Helvetica, sans-serif">Under this system, TSA screeners are able to unlock and then relock luggage without damage through the use of passkey sets that are available to TSA screeners. These locks are accepted and recognized by the TSA for use at all airports where TSA screening is performed. </FONT></P> <P><FONT face="Arial, Helvetica, sans-serif"></FONT> </P> <P><FONT face="Arial, Helvetica, sans-serif">However, TSA does not approve or endorse this particular product and we expect additional vendors to provide different versions of these "Dual Custody" padlocks to the retail market. While we cannot guarantee that the TSA accepted locks will not be broken during security screening, we do request that you report such incidents to the TSA Contact Center (TCC) so that we can take appropriate action. </FONT></P> <P><FONT face="Arial, Helvetica, sans-serif"></FONT> </P> <P><FONT face="Arial, Helvetica, sans-serif">Additional information on these products can be found on the Travel Sentry web site at <U><FONT color=#0000ff>www.travelsentry.org</U></FONT></FONT><FONT face="Arial, Helvetica, sans-serif"> and on the Safe Skies web site at <U><FONT color=#0000ff>www.safeskieslocks.com</U></FONT></FONT><FONT face="Arial, Helvetica, sansserif">.</FONT></P> <P><FONT face="Arial, Helvetica, sans-serif">We have attached a copy of our claims form so that you may seek compensation for the replacement of your lock. While use of the form is not mandatory, it will help you ensure that you meet the legal requirements for filing a claim. </FONT></P> <P><FONT face="Arial, Helvetica, sans-serif"></FONT> </P> <P><FONT face="Arial, Helvetica, sans-serif">In order to protect your rights under federal law and to file a valid claim, you must send your claim in writing to TSA, stating the circumstances of the loss and the exact amount you are claiming (fair market value of lost or destroyed property, reasonable cost of repair for damaged property), within two years after your claim accrued. The claim must be signed by you or your authorized representative (e.g., an attorney or other personal representative with appropriate proof of authority). </FONT></P> <P><FONT face="Arial, Helvetica, sans-serif"></FONT> </P> <P><FONT face="Arial, Helvetica, sans-serif">You can satisfy the notice requirement by filling out the attached Standard Form 95 (claim form) in accordance with the instructions, and returning it to the address in box #1. Please be sure to follow the instructions carefully, and to fill out the claim form completely. </FONT></P> <P><FONT face=Arial></FONT> </P> <P><FONT face="Arial, Helvetica, sans-serif">Once the Claims Management Office has received your claim form, you will be sent a letter of acknowledgement and a claim number. You should keep the claim number for future reference when inquiring about your claim. TSA will try to resolve your claim as quickly as possible, but it may need time to make a further investigation of the facts. If TSA denies your claim, or has not finally resolved it within six months after you have filed it, you may have a right to bring your claim to court. </FONT></P> <P><FONT face="Arial, Helvetica, sans-serif"></FONT> </P> <P><FONT face="Arial, Helvetica, sans-serif">Please visit TSAGÇÖs Claims Management OfficeGÇÖs website at <A title=blocked::https://claims.tsa.dhs.gov/ href="https://claims.tsa.dhs.gov/">https://claims.tsa.dhs.gov</A> for information related to filing a claim, checking the status of a claim and other claim related issues.</FONT></P> <P><FONT face=Arial></FONT> </P> <P><FONT face=Arial></FONT> </P> <P><FONT face="Arial, Helvetica, sans-serif">TSA Contact Center</FONT></P> <P><FONT face="Arial, Helvetica, sans-serif"></FONT> </P> <P><FONT face="Arial, Helvetica, sans-serif"></FONT> </P></FONT></FONT></FONT></DIV> <DIV STYLE="font-family: Arial;color: #000000;"></DIV> </FONT><BR><br><br><DIV>--- Original Message ---<BR>From: (b) (6) ><BR>Received: 6/9/2008 8:54:48 AM Eastern Standard Time (GMT - 4:00 )<BR>To: "TSA Contact Center" <[email protected]><BR>Subject: Notification of Bag Inspection<BR><BR> <DIV>Dear TSA colleagues,</DIV> <DIV> </DIV> <DIV>Thursday, June 5, I took a flight from OKC via AA1675 thru Dallas via AA3845 to Guadalajara. Somewhere in route my bag was inspected by a TSA inspector and a notice of baggage inspection pamphlet was put in my bag. I fully support such efforts by TSA. However, my TSA-approved lock was no where to be found. I am now forced to continue my journey in Mexico without a lock...and there are a lot of little hands that feel thru bags in Mexico.</DIV> <DIV> </DIV> <DIV>Putting a TSA-approved lock securily back on the bag should be standard operating procedure for TSA inspectors. The locks are expensive, and the rest of the world is not so honest as the USA. If there is remuneration for such actions, my address is:</DIV> <DIV> </DIV>
(b) (6)
<DIV> </DIV> <DIV>Thank you for your attention to this matter,</DIV> <DIV> </DIV> <DIV (b) (6) DIV></DIV><BR><BR>------ TCC Control Number: ------<BR><<#205958-287157#>></body></html> END RECORD
CONTACT RECORD
EID: 50858276 Contact Type: Contact Date: 2008-06-09 19:11:44 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2008-06-09 19:11:44 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: (b) (6) Contact State: (b) (6) Contact Zip: (b) (6) Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Velvet belt in a ziplock bag, a long underwear top for skingmissing from checked bag@(ASP). Claim form was mailed.on 06/10/2008, Body: Agent Notes: Provided Lost and Found information to caller and SF-95 form mailed on (06/10/2008) Provided Lost and Found information to caller and SF-95 form mailed on (06/10/2008) NOI in the luggage. Velvet belt in a ziplock bag, a long underwear top for sking Follow Up: To TSOC Date: From TSOC Date: Last Updated By: Last Update Date: Opening Agent: Opened Date: 6/9/2008 7:11:44 PM Linked Event IDs:
(b) (6)
(b) (6)
(b) (6)
Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, Airline: Subject Category: Claim Form Requests - Missing items from Checked Baggage - Claim Form Requests - Missing items from Checked Baggage Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 50859141 Contact Type: Contact Date: 2008-06-10 12:49:15 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2008-01-10 12:49:15 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Caller wanted to report unprofessional behavior (I.E. rude yelling, cursing, abuse of power, perception,screener/employee refuses to answer questionsGǪ) displayed by TSA employee at: (OKC), she was treated rude last time she traveled, and she is disabled, the screeners that tried to help her, the supervisor screamed at them. Body: Agent Notes: Apologized to the caller, told caller to get badge numbers and names. Apologized to the caller, told caller to get badge numbers and names. Follow Up: To TSOC Date: From TSOC Date: Last Updated By: Last Update Date: Opening Agent: Opened Date: 6/10/2008 12:49:15 PM Linked Event IDs:
(b) (6)
(b) (6)
Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, SEA Seattle, WA, USA - Seattle Tacoma Intl Airport, SFO San Francisco, CA, USA - San Francisco Intl Airport, Airline: Subject Category: Discourteous- Rude Employee - Discourteous- Rude Employee Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 50859407 Contact Type: Contact Date: 2008-07-23 16:17:50 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2008-07-23 16:17:50 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: pocket knife and chapstick missing from checked bag@(OKC).NOI. Body: Agent Notes: Provided Lost and Found information to caller and SF-95 form mailed on (Date) Provided Lost and Found information to caller and SF-95 form mailed on (Date), Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Opening Agent: Opened Date: 7/23/2008 4:17:50 PM Linked Event IDs:
(b) (6)
Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, OKC Oklahoma City, OK, USA - Will Rogers World Airport, Airline: Subject Category: Claim Form Requests - Missing items from Checked Baggage - Claim Form Requests - Missing items from Checked Baggage Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 50860521 Contact Type: Contact Date: Medium: EMAIL Contact Status: CLOSED Incident Date: Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: (b) (6) Subject: ISSUE, Customer Service Feedback Body: THIS GENERATED EMAIL HAS BEEN SENT FROM TSA INTERNET CONTACT US-CUSTOMER SERVICE Remote Client IP: (b) (6) System Time: 6/23/2008 11:51:00 PM __________________________________________ User Name:
(b) (6)
User Email:
(b) (6)
__________________________________________ To: [email protected] Category: Security Issues Sub Category: All Other Security Issues Message: My name is I am a 27 year old single mother who took my son on vacation this week for what was supposed to be a relaxing fun trip for us to spend time together. We traveled from Oklahoma City OK with Southwest Airlines flight 2794 that left at 7:o5pm June 22nd 2008. Around 6:00 or 6:15 my son, (b) (6) who is only 7, and I came threw a check point in front of our gate number 16. I have only traveled once before so i am def. not a pro but i took my flip flops off and my sons shoes as everybody in line in front of me was doing and placed them along with my carry on backpack and purse in a bucket so it could all be ex rayed. When it was our turn my son went thru the metal detector first and then I did and (b) (6)(badge number (b) (6) im pretty sure) asked to see my boarding pass... i smiled and replied Oh Im so sorry i left it in my purse. Well i was immediatly aware I must be an IDIOT because he rolls his eyes and breathes heavily -raising his voice that I am NOT to leave it in my purse. So I attempt to step over to see if my purse is still visable so i could curdiously get it for him. Well I get yelled at again and he physically grabbed my shoulder which hurt b/c i have an open soar on my shoulder... so when i turn and look at him he raises both hands in the air like "im not touching you"... so the heavy set lady sitting on a stool pops off with instant attitude as well and says she has to get my boarding pass and i agree so i stand there and my pass is retrieved from my purse and he sees it and tells me and my son to go on. Well as Im putting my shoes on I realize my orange backpack is nowhere to be found. Everybody is busy and im standing there trying to ask if anybody has seen my backpack because there is probably a thousand dollars worth of electronics such as PSP, MP3, digital camera etc. The nice lady at the end is busy discussing the liquid in another passengers carry on and i didnt want to be rude and interupt so i walk up towards the x-ray lady and pleasantly ask her if she has seen my backpack and i get physically grabbed by Jerry again who screams at me that i just couldnt walk up there (im sorry -i didnt know) and he directs me thru the metal detector again and i have no problem complying at all and i guess i walked to fast b/c he threw his hands up
(b) (6)
in front of my face and chest and yelled to go back threw slowly so i back up and comply but im getting very upset from being pushed around at this time and i still havent found my backpack and my son is getting pushed further away from me by the line of people so i hold my hand out for my son to take as he walks close to me and (b) (6)physically barricades my son from getting to me and told him to stay back! I almost freaked out at this point- my momma bear, baby cub instincts were kicking in. So he lets me walk threw and I finally get my son but still no backpack and i start over asking for it as i was originally trying to do. The heavy lady sitting on the stool looking at the X-rays is yelling "well its not here- maybe its in the lobby- you need to just go on" as shes rolling her eyes, throwing her hands up, and shaking her head as if it was not her problem. I kept telling her i had JUST put it in the bucket five feet from her... she was not nice at all or willing to get up and move around a little to look... she just wanted me gone without my belongings.I honestly feel many passangers belongings could get stolen by TSA employees this way???? Well the very nice lady at the end saw i was crying frantically and ran over to look for me and it said had accidentally gotten stuck by the strap in the machine and she retrieved it for me. I asked why the big lady couldnt have just done that for me instead of try to push me and my son away empty handed. I had already looked at (b) (6) name tag and had his name but as im crying i ask for the big ladys name as well and (b) (6) refused to give me her name. I asked repeatedly stating that i am a conductor for Amtrak so I know this is the reason she wears a name tag and I was refused again. I wanted to walk over and get it myself but i was afraid (b) (6) might barricade me or put his hands on me or my son again. So I was given a comment card and pushed out of the way with no name of the heavy set lady working x-ray by gate 16 in OKC around 6 or 6:15... but my son was very upset- i was confused and crying. I had to hurry and find somewhere to duck to wipe my face- it was HUMILIATING. Even another male passenger going thru the line felt sorry for us and wished us luck. My son seriously thought something was wrong with his (b) (6) mother and was so deeply concerned his eyes teared up. Please write me back with a follow up on how these employees (inclusing were diciplined and i am curious if there is a mandatory class taken annually for TSA employees for customer service b/c this (b) (6) card states we as paying customers should have a customer-friendly experience at the checkpoint and it was no further from the truth. I will follow up and thank U for your time
(b) (6)
__________________________________________ Date and Time of message: 6/23/2008 11:51:00 PM Agent Notes: No Response Needed No Response Needed, E-mail already sent out to the CSQIM airport. Follow Up: To TSOC Date: From TSOC Date: Last Updated By: Last Update Date: Opening Agent: Opened Date: 6/24/2008 12:38:17 PM Linked Event IDs:
(b) (6)
of the OKC
(b) (6)
Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, Airline: Southwest AirlinesSouthwest Airlines, Subject Category: Duplicate Email (Email Team Only) - Duplicate Email (Email Team Only) Interaction Type: COMPLAINT Response Email: From: Prior Vendor To: [email protected] Subject: Re: Customer Service Feedback <<#212128-294476#>> Body: <html><HEAD><STYLE>p {margin-bottom: 0; margin-top: 0;}</STYLE></HEAD><body><FONT SIZE="2"> <DIV STYLE="font-family: Arial;color: #000000;"></DIV> </FONT><BR><br><br><DIV>--- Original Message ---<BR>From: < (b) (6) ><BR>Received: 6/24/2008 12:38:17 PM Eastern Standard Time (GMT - 4:00 )<BR>To: "TSA Contact Center" <[email protected]><BR>Subject: Customer Service Feedback<BR><BR> <META content="MS Exchange Server version 6.5.7651.59" name=Generator><!-- Converted from text/plain format --> <P><FONT size=2>THIS GENERATED EMAIL HAS BEEN SENT FROM TSA INTERNET CONTACT US-CUSTOMER SERVICE</FONT> </P> <P><FONT size=2>Remote Client IP: (b) (6) </FONT> <BR><FONT size=2>System Time: 6/23/2008 11:51:00 PM</FONT> <BR><FONT size=2>__________________________________________</FONT> </P> <P><FONT size=2>User Name: </FONT><BR><FONT size=2 (b) (6) /FONT> </P> <P><FONT size=2>User Email: </FONT><BR><FONT size=2 (b) (6) /FONT> <BR><FONT
size=2>__________________________________________</FONT> </P> <P><FONT size=2>To:</FONT> <BR><FONT size=2>[email protected]</FONT> </P> <P><FONT size=2>Category: </FONT><BR><FONT size=2>Security Issues</FONT> </P> <P><FONT size=2>Sub Category: </FONT><BR><FONT size=2>All Other Security Issues</FONT> </P> <P><FONT size=2>Message: </FONT><BR><FONT size=2>My name is(b) (6) I am a 27 year old single mother who took my son on vacation this week for what was supposed to be a relaxing fun trip for us to spend time together. We traveled from Oklahoma City OK with Southwest Airlines flight 2794 that left at 7:o5pm June 22nd 2008. Around 6:00 or 6:15 my son, (b) (6) who is only 7, and I came threw a check point in front of our gate number 16. I have only traveled once before so i am def. not a pro but i took my flip flops off and my sons shoes as everybody in line in front of me was doing and placed them along with my carry on backpack and purse in a bucket so (b) (6) it could all be ex rayed. When it was our turn my son went thru the metal detector first and then I did and (badge number (b) (6) im pretty sure) asked to see my boarding pass... i smiled and replied Oh Im so sorry i left it in my purse. Well i was immediatly aware I must be an IDIOT because he rolls his eyes and breathes heavily -raising his voice that I am NOT to leave it in my purse. So I attempt to step over to see if my purse is still visable so i could curdiously get it for him. Well I get yelled at again and he physically grabbed my shoulder which hurt b/c i have an open soar on my shoulder... so when i turn and look at him he raises both hands in the air like "im not touching you"... so the heavy set lady sitting on a stool pops off with instant attitude as well and says she has to get my boarding pass and i agree so i stand there and my pass is retrieved from my purse and he sees it and tells me and my son to go on. Well as Im putting my shoes on I realize my orange backpack is nowhere to be found. Everybody is busy and im standing there trying to ask if anybody has seen my backpack because there is probably a thousand dollars worth of electronics such as PSP, MP3, digital camera etc. The nice lady at the end is busy discussing the liquid in another passengers carry on and i didnt want to be rude and interupt so i walk up towards the x-ray lady and pleasantly ask her if she has seen my backpack and i get physically grabbed by (b) (6) again who screams at me that i just couldnt walk up there (im sorry -i didnt know) and he directs me thru the metal detector again and i have no problem complying at all and i guess i walked to fast b/c he threw his hands up in front of my face and chest and yelled to go back threw slowly so i back up and comply but im getting very upset from being pushed around at this time and i still havent found my backpack and my son is getting pushed further away from me by the line of people so i hold my hand out for my son to take as he walks close to me and Jerry physically barricades my son from getting to me and told him to stay back! I almost freaked out at this point- my momma bear, baby cub instincts were kicking in. So he lets me walk threw and I finally get my son but still no backpack and i start over asking for it as i was originally trying to do. The heavy lady sitting on the stool looking at the X-rays is yelling "well its not here- maybe its in the lobby- you need to just go on" as shes rolling her eyes, throwing her hands up, and shaking her head as if it was not her problem. I kept telling her i had JUST put it in the bucket five feet from her... she was not nice at all or willing to get up and move around a little to look... she just wanted me gone without my belongings.I honestly feel many passangers belongings could get stolen by TSA employees this way???? Well the very nice lady at the end saw i was crying frantically and ran over to look for me and it said had accidentally gotten stuck by the strap in the machine and she retrieved it for me. I asked why the big lady couldnt have just done that for me instead of try to push me and my son away empty handed. I had already looked at(b) (6) name tag and had his name but as im crying i ask for the big ladys name as well and refused to give me her name. I asked repeatedly stating that i am a conductor for Amtrak so I know this is the reason she wears a name tag and I was refused again. I wanted to walk over and get it myself (b) (6)might barricade me or put his hands on me or my son again. So I was given a comment card and pushed out of the but i was afraid way with no name of the heavy set lady working x-ray by gate 16 in OKC around 6 or 6:15... but my son was very upset- i was confused and crying. I had to hurry and find somewhere to duck to wipe my face- it was HUMILIATING. Even another male passenger going thru the line felt sorry for us and wished us luck. My son seriously thought something was wrong with his mother and was so deeply concerned his eyes teared up. Please write me back with a follow up on how these employees (inclusing (b) (6) were diciplined and i am curious if there is a mandatory class taken annually for TSA employees for customer service b/c this card states we as paying customers should have a customer-friendly experience at the checkpoint and it was no further from the truth. I will follow up and thank U for your time</FONT></P> <P><FONT size=2 (b) (6) /FONT> <BR><FONT size=2>(601) 616-3363</FONT> <BR><FONT size=2 (b) (6) </FONT> <BR><FONT size=2 (b) (6) 39325</FONT> </P> <P><FONT size=2>__________________________________________</FONT> <BR><FONT size=2>Date and Time of message: 6/23/2008 11:51:00 PM</FONT> </P></DIV><BR><BR>------ TCC Control Number: ------<BR><<#212128-294476#>></body></html> END RECORD
(b) (6)
CONTACT RECORD
EID: 50860528 Contact Type: Contact Date: Medium: EMAIL Contact Status: CLOSED Incident Date: Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: (b) (6) Subject: ISSUE, Customer Service Feedback Body: THIS GENERATED EMAIL HAS BEEN SENT FROM TSA INTERNET CONTACT US-CUSTOMER SERVICE Remote Client IP: (b) (6) System Time: 6/9/2008 1:21:35 PM __________________________________________ User Name:
(b) (6)
User Email:
(b) (6)
__________________________________________ To: [email protected] Category: Security Issues Sub Category: Urgent/Time Sensitive Message: Hi, I flew from Will Rogers World airport, Oklahoma to London Heathrow via Dallas international yesterday and landed in London Heathrow this morning on flt no AA050. When I got home and unpacked my lugguage I found a Motorola XTS 5000 radio serial No: 320CDE5414 with a No: 8 written on the front, and a notice of baggage inspection card. Has this radio been placed in my luggage by accident by the baggage checker and if so where do I send it back to? Please could you inform me as soon as possible if this is your property and what you would like me to do with it as I will be handing it over to the British Police within 7 days of this notice, unless I receive instructions to do otherwise. Many thanks in advance for your co-operation.
(b) (6)
Please beware I can be contacted on the following numbers if you need to speak to me urgently:
(b) (6)
__________________________________________ Date and Time of message: 6/9/2008 1:21:35 PM Agent Notes: Consumer Complaint BCC/CSM Response Consumer Complaint BCC/CSM Response, bcc(b) (6) SHM/CSQIM Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Opening Agent: Opened Date: 6/9/2008 3:38:39 PM Linked Event IDs: Responses: Response Airport: OKCOKC,Oklahoma City, OK, USA - Will Rogers World Airport, Airline: Subject Category: TSA Contact Information - TSA Contact Information Interaction Type: COMPLAINT Response Email: From: Prior Vendor To: (b) (6) Subject: Re: Customer Service Feedback <<#206872-288250#>> Body: <html><HEAD><STYLE>p {margin-bottom: 0; margin-top: 0;}</STYLE></HEAD><body><FONT SIZE="2"> <DIV STYLE="font-family: Arial;color: #000000;"><FONT size=3><FONT size=3><FONT size=3><FONT size=3><FONT size=3><FONT size=3><FONT size=3> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif">Thank you for your email message. We are sorry you were unhappy with your recent travel experience.</FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif"> <?xml:namespace prefix = o ns = "urn:schemas-microsoft-com:office:office" /><o:p></o:p></FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif">We have forwarded a copy of your email to the Customer Service Manager at <STRONG>OKC</STRONG> airport. The Customer Service Manager is responsible for ensuring that the screener workforce adheres to TSA principles for professional processing.</FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif"> <o:p></o:p></FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif">We monitor the number and nature of complaints we receive to track trends and spot areas of concern that may require special attention. This ongoing process will enable us to ensure prompt, corrective action whenever we determine that security-screening policies need modification or specific employees or screener teams are the subjects of repeated complaints.</FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif"> <o:p></o:p></FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif">Again, the TSA offers sincere apologies for the discomfort you experienced while traveling and</FONT><SPAN style="FONT-SIZE: 12pt; FONT-FAMILY: Arial; mso-fareast-fontfamily: 'Times New Roman'; mso-ansi-language: EN-US; mso-fareast-language: EN-US; mso-bidi-language: AR-SA"> encourage you to check the latest information at <A href="http://www.tsa.gov/">www.tsa.gov</A>.</SPAN><FONT face=Arial></FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif"> <o:p></o:p></FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif">TSA Contact Center</FONT></P><FONT face="Tahoma, Verdana, Arial" size=2></FONT></FONT></FONT></FONT></FONT></FONT></FONT></FONT></DIV> <DIV STYLE="font-family: Arial;color: #000000;"></DIV> </FONT><BR><br><br><DIV>--- Original Message ---<BR>From: < (b) (6) gt;<BR>Received: 6/9/2008 3:38:38 PM Eastern Standard Time (GMT - 4:00 )<BR>To: "TSA Contact Center" <[email protected]><BR>Subject: Customer Service Feedback<BR><BR> <META content="MS Exchange Server version 6.5.7638.1" name=Generator><!-- Converted from text/plain format --> <P><FONT size=2>THIS GENERATED EMAIL HAS BEEN SENT FROM TSA INTERNET CONTACT US-CUSTOMER SERVICE</FONT> </P> <P><FONT size=2>Remote Client IP: (b) (6) </FONT> <BR><FONT size=2>System Time: 6/9/2008 1:21:35 PM</FONT> <BR><FONT size=2>__________________________________________</FONT> </P> <P><FONT size=2>User Name: </FONT><BR><FONT size=2 /FONT> </P>
(b) (6)
<P><FONT size=2>User Email: </FONT><BR><FONT size=2 (b) (6) /FONT> <BR><FONT size=2>__________________________________________</FONT> </P> <P><FONT size=2>To:</FONT> <BR><FONT size=2>[email protected]</FONT> </P> <P><FONT size=2>Category: </FONT><BR><FONT size=2>Security Issues</FONT> </P> <P><FONT size=2>Sub Category: </FONT><BR><FONT size=2>Urgent/Time Sensitive</FONT> </P> <P><FONT size=2>Message: </FONT><BR><FONT size=2>Hi,</FONT> </P> <P><FONT size=2>I flew from Will Rogers World airport, Oklahoma to London Heathrow via Dallas international yesterday and landed in London Heathrow this morning on flt no AA050. When I got home and unpacked my lugguage I found a Motorola XTS 5000 radio serial No: 320CDE5414 with a No: 8 written on the front, and a notice of baggage inspection card. Has this radio been placed in my luggage by accident by the baggage checker and if so where do I send it back to?</FONT></P> <P><FONT size=2>Please could you inform me as soon as possible if this is your property and what you would like me to do with it as I will be handing it over to the British Police within 7 days of this notice, unless I receive instructions to do otherwise.</FONT></P> <P><FONT size=2>Many thanks in advance for your co-operation.</FONT> </P><BR> <P><FONT size=2 (b) (6) </FONT> </P> <P><FONT size=2>Please beware I can be contacted on the following numbers if you need to speak to me urgently:</FONT> </P> <P><FONT size=2>Home (b) (6) </FONT> <BR><FONT size=2>Mobile /FONT> <BR><FONT size=2>Work (b) (6) FONT> </P><BR> <P><FONT size=2>__________________________________________</FONT> <BR><FONT size=2>Date and Time of message: 6/9/2008 1:21:35 PM</FONT> </P></DIV><BR><BR>------ TCC Control Number: ------<BR><<#206872-288250#>></body></html> END RECORD
(b) (6)
CONTACT RECORD
EID: 50863666 Contact Type: Contact Date: 2008-06-13 09:48:05 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2008-06-02 09:48:05 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Caller works for the airline and is calling about a complaint she recieved from a mother regarding her son who recieved secondary screening. The mother stated that her son was told by a TSO that they will have to conduct a "butt test" and caller wants to know what this means and why it was necessary. Body: Agent Notes: Explained secondary screening to caller and informed caller that the levels of screening depends on the situation and will be up to the screener's discretion. Also informed caller that the TCC does not have any information regarding the term used by the TSO but advised caller that the mothers complaint will be forwarded to a CSM, requesting for clarification of this type of screening procedure. Explained secondary screening to caller and informed caller that the levels of screening depends on the situation and will be up to the screener's discretion. Also informed caller that the TCC does not have any information regarding the term used by the TSO but advised caller that the mothers complaint will be forwarded to a CSM, requesting for clarification of this type of screening procedure. caller did not provide phone number.
(b) (6)
Brief Description: (b) (6) works for Frontier Airlines and contacted the TCC regarding a complaint she received from a mother regarding her son who received secondary screening. The mother stated that her son was told by a TSO that they will have to conduct a "butt test" and she wants to know what this means and why it was necessary. Date of Incident: 6/2/08 Customer Name: (b) (6) Customer Contact Information: (b) (6) Airport: OKC Airline: Frontier Flight#: 186 Terminal/Gate: N/A Check In/Incident Time: 11:30am-12:00pm Carry On or Checked Baggage: N/A Baggage Tag Number: N/A Event ID #: 100108180180613
Follow Up: To TSOC Date: From TSOC Date: Last Updated By: Last Update Date: Opening Agent: Opened Date: 6/13/2008 9:48:05 AM Linked Event IDs:
(b) (6)
Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport,
Airline: Frontier AirFrontier Air, Subject Category: Secondary Screening - General - Secondary Screening - General Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 50869534 Contact Type: Contact Date: Medium: EMAIL Contact Status: CLOSED Incident Date: Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: (b) (6) Subject: ISSUE, Security concern Body:
(b) (6)
On June 13 I traveled from Munich/Germany to Chicago and on to Oklahoma City. In Germany, my 2 suitcases checked through with no problems, but my carry-on was inspected thoroughly on 2 occasions as I carried a portable nebulizer (medical device) with me, which presented itself on the screen as a solid mass. The motor of the unit measures 6 x 3.5GÇ¥. After going through customs in Chicago I immediately rechecked my 2 suitcases and then proceeded to go through security again in order to continue on to Oklahoma City. I am well familiar with the security checkpoints for Gates E and F and have little faith in their thoroughness, efficiency and even honesty. As predicted, my carry-on went through without as much as a glance at the screen. The time was approx. 4:30 pm on Friday, June 13th . I had chosen the far left lane, where a somewhat (b) (6) was manning the screen. (b) (6) When I picked up my suitcases in Oklahoma City I noticed one of them missing the luggage strap I had securely tied around it. The suitcase was a hard-shell, snap-top kind and one of the snaps was popped open. I donGÇÖt want the latter to happen, which is why I always secure it with a heavy-duty strap. Upon opening that suitcase at home, I found a notice of baggage inspection (in both of my suitcases) and the luggage strap wadded up inside (!). The contents where in unbelievable disarray and obviously carelessly stuffed back into the suitcase. I was not able to wear any of my clothes without re-ironing them and I was amazed that none of the items (some of them antique) that I had purchased in Germany were still intact. Please let me assure you that I do not object to having my suitcases inspected: I never lock them for that reason. However, it would seem prudent to only inspect the area where a supposedly suspicious item is located. I fail to see the necessity of randomly rummaging through my luggage and then carelessly stuffing the contents GÇôincluding the luggage strap - back inside. It is my sincere wish that this information is useful to you. Sincerely,
(b) (6)
___________________________________________________________________ _____ Get the Moviefone Toolbar <http://toolbar.aol.com/moviefone/download.html?ncid=aolcmp00050000000011> . Showtimes, theaters,
movie news, & more! Agent Notes: General Complaint w/Claim Response General Complaint w/Claim Response, Follow Up: To TSOC Date: From TSOC Date: Last Updated By: Last Update Date: Opening Agent: Opened Date: 6/17/2008 4:07:54 PM Linked Event IDs:
(b) (6)
Responses: Response Airport: OKCOKC,Oklahoma City, OK, USA - Will Rogers World Airport, Airline: Subject Category: Mishandling of Passengers Property - Disarrayed Carry-on/Checked Baggage - Mishandling of Passengers Property Disarrayed Carry-on/Checked Baggage Interaction Type: COMPLAINT Response Email: From: Prior Vendor To:
(b) (6)
Subject: Re: Security concern <<#209865-291761#>> Body: <html><HEAD><STYLE>p {margin-bottom: 0; margin-top: 0;}</STYLE></HEAD><body><FONT SIZE="2"> <DIV STYLE="font-family: Arial;color: #000000;"><FONT size=3><FONT size=3><FONT size=3><FONT size=3><FONT size=3><FONT size=3><FONT size=3><FONT size=3><FONT size=3> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif">Thank you for your electronic mail message concerning your travel experience.<SPAN style="mso-spacerun: yes"> </SPAN></FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif"><SPAN style="mso-spacerun: yes"></SPAN></FONT> </P><FONT face="Arial, Helvetica, sans-serif"><SPAN style="mso-spacerun: yes"> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><SPAN style="FONT-FAMILY: Arial"><FONT size=3>Enhanced security measures require that all checked baggage undergo some form of screening for prohibited items. Physical search of the luggage is required to clear every alarm. TSA screeners should exercise great care during the screening process to ensure that passengers' belongings are returned and not damaged when a bag needs to be opened. Unfortunately, on some occasions the screening process may fall short of our established standard. We apologize if these high standards were not met.<?xml:namespace prefix = o ns = "urn:schemas-microsoft-com:office:office" /><o:p></o:p></FONT></SPAN></P></SPAN></FONT> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif"><o:p></o:p></FONT> </P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif">We monitor the number and nature of complaints we receive to track trends and spot areas of concern that may require special attention.<SPAN style="mso-spacerun: yes"> </SPAN>This ongoing process will enable us to ensure prompt, corrective action whenever we determine that security screening policies need modification or specific employees or screener teams are the subject of repeated complaints.</FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif"> <o:p></o:p></FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif">The Transportation Security Administration (TSA) is responsible for reviewing all claims relating to the screening of passengers and their baggage.<SPAN style="mso-spacerun: yes"> </SPAN>In order to protect your rights under federal law and to file a valid claim, you must send your claim in writing to TSA, stating the circumstances of the loss and the exact amount you are claiming (fair market value of lost or destroyed property, reasonable cost of repair for damaged property), within two years after your claim accrued.<SPAN style="mso-spacerun: yes"> </SPAN>The claim must be signed by you or your authorized representative (e.g., an attorney or other personal representative with appropriate proof of authority).<SPAN style="mso-spacerun: yes"> </SPAN></FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif"> <o:p></o:p></FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif">You can satisfy the notice requirement by filling out the attached Standard Form 95 (claim form) in accordance with the instructions, and returning it to the address in box #1.<SPAN style="mso-spacerun: yes"> </SPAN>Please be sure to follow the instructions carefully, and to fill out the claim form completely.<SPAN style="mso-spacerun: yes"> </SPAN>While use of the form is not mandatory, it will help you ensure that you meet the legal requirements for filing a claim.<SPAN style="mso-spacerun: yes"> </SPAN></FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif"> <o:p></o:p></FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif"><SPAN style="FONT-SIZE: 12pt; FONTFAMILY: Arial; mso-fareast-font-family: 'Times New Roman'; mso-ansi-language: EN-US; mso-fareast-language: EN-US; mso-bidilanguage: AR-SA">Please visit TSAGÇÖs Claims Management OfficeGÇÖs website at <A title=blocked::https://claims.tsa.dhs.gov/ href="https://claims.tsa.dhs.gov/"><FONT size=3>https://claims.tsa.dhs.gov</FONT></A><FONT face="Arial, Helvetica, sansserif"><FONT size=3> </FONT></FONT> for information related to filing a claim, replacement forms, checking the status of a claim and other claim related issues.<SPAN style="mso-spacerun: yes"> </SPAN>If you have additional questions that are not addressed on this website, please contact the Claims Management Office at <A
href="http://[email protected]/">[email protected]</A>.</SPAN></FONT><FONT face="Arial, Helvetica, sansserif"> </FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif"><o:p></o:p></FONT> </P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif">Once the Claims Management Office has received your claim form, you will be sent a letter of acknowledgement and a claim number.<SPAN style="mso-spacerun: yes"> </SPAN>You should keep the claim number for future reference when inquiring about your claim.<SPAN style="mso-spacerun: yes"> </SPAN>TSA will try to resolve your claim as quickly as possible, but it may need time to make a further investigation of the facts.<SPAN style="mso-spacerun: yes"> </SPAN>If TSA denies your claim, or has not finally resolved it within six months after you have filed it, you may have a right to bring your claim to court.<SPAN style="mso-spacerun: yes"> </SPAN></FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif"></FONT> </P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif"><SPAN style="FONT-SIZE: 12pt; FONTFAMILY: Arial; mso-fareast-font-family: 'Times New Roman'; mso-ansi-language: EN-US; mso-fareast-language: EN-US; mso-bidilanguage: AR-SA"></SPAN></FONT><FONT face="Arial, Helvetica, sans-serif">We appreciate your taking the time to share your thoughts and concerns with us.<SPAN style="mso-spacerun: yes"> </SPAN></FONT><FONT face="Arial, Helvetica, sansserif"><SPAN style="FONT-FAMILY: Arial">We also encourage you to check the latest information at <A href="http://www.tsa.gov/">www.tsa.gov</A>.<o:p></o:p></SPAN></FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif"><o:p></o:p></FONT> </P><SPAN style="FONT-SIZE: 12pt; FONT-FAMILY: 'Times New Roman'; mso-fareast-font-family: 'Times New Roman'; mso-ansi-language: EN-US; mso-fareast-language: EN-US; mso-bidi-language: AR-SA"><FONT face="Arial, Helvetica, sans-serif">TSA Contact Center</FONT><B style="mso-bidi-font-weight: normal"><U><FONT face="Arial, Helvetica, sans-serif"> <BR style="PAGE-BREAK-BEFORE: always; msospecial-character: line-break" clear=all></FONT></U></B></SPAN><FONT face="Tahoma, Verdana, Arial" size=2></FONT></FONT></FONT></FONT></FONT></FONT></FONT></FONT></FONT></FONT></DIV> <DIV STYLE="font-family: Arial;color: #000000;"></DIV> </FONT><BR><br><br><DIV>--- Original Message ---<BR>From: < (b) (6) ><BR>Received: 6/17/2008 4:07:54 PM Eastern Standard Time (GMT - 4:00 )<BR>To: "TSA Contact Center" <[email protected]><BR>Subject: Security concern<BR><BR> <H1 style="MARGIN: 0in 0in 0pt"> <DIV class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Times New Roman" size=3>On June 13 I traveled from Munich/Germany to <?xml:namespace prefix = st1 ns = "urn:schemas-microsoft-com:office:smarttags" /><st1:City w:st="on">Chicago</st1:City> and on to <st1:place w:st="on"><st1:City w:st="on">Oklahoma City</st1:City></st1:place>. </FONT></DIV></H1> <DIV class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Times New Roman" size=3>In <st1:place w:st="on"><st1:countryregion w:st="on">Germany</st1:country-region></st1:place>, my 2 suitcases checked through with no problems, but my carry-on was inspected thoroughly on 2 occasions as I carried a portable nebulizer (medical device) with me, which presented itself on the screen as a solid mass. The motor of the unit measures 6 x 3.5GÇ¥.</FONT></DIV> <DIV class=MsoNormal style="MARGIN: 0in 0in 0pt"><?xml:namespace prefix = o ns = "urn:schemas-microsoft-com:office:office" /><o:p><FONT face="Times New Roman" size=3> </FONT></o:p></DIV> <DIV class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Times New Roman" size=3>After going through customs in <st1:City w:st="on">Chicago</st1:City> I immediately rechecked my 2 suitcases and then proceeded to go through security again in order to continue on to <st1:place w:st="on"><st1:City w:st="on">Oklahoma City</st1:City></st1:place>. I am well familiar with the security checkpoints for Gates E and F and have little faith in their thoroughness, efficiency and even honesty. As predicted, my carry-on went through without as much as a glance at the screen. The time was approx. 4:30 pm on Friday, June 13<SUP>th</SUP> . I had chosen the far left lane, where a somewhat (b) (6) was manning the screen.</FONT></DIV> <DIV class=MsoNormal style="MARGIN: 0in 0in 0pt"><o:p><FONT face="Times New Roman" size=3> </FONT></o:p></DIV> <DIV class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Times New Roman" size=3>When I picked up my suitcases in <st1:place w:st="on"><st1:City w:st="on">Oklahoma City</st1:City></st1:place> I noticed one of them missing the luggage strap I had securely tied around it. The suitcase was a hard-shell, snap-top kind and one of the snaps was popped open. I donGÇÖt want the latter to happen, which is why I always secure it with a heavy-duty strap. Upon opening that suitcase at home, I found a notice of baggage inspection (in both of my suitcases) and the luggage strap wadded up inside (!). The contents where in unbelievable disarray and obviously carelessly stuffed back into the suitcase. I was not able to wear any of my clothes without re-ironing them and I was amazed that none of the items (some of them antique) that I had purchased in <st1:place w:st="on"><st1:country-region w:st="on">Germany</st1:country-region></st1:place> were still intact.</FONT></DIV> <DIV class=MsoNormal style="MARGIN: 0in 0in 0pt"><o:p><FONT face="Times New Roman" size=3> </FONT></o:p></DIV> <DIV class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Times New Roman" size=3>Please let me assure you that I do not object to having my suitcases inspected: I never lock them for that reason. However, it would seem prudent to only inspect the area where a supposedly suspicious item is located. I fail to see the necessity of randomly rummaging through my luggage and then carelessly stuffing the contents GÇôincluding the luggage strap - back inside. </FONT></DIV> <DIV class=MsoNormal style="MARGIN: 0in 0in 0pt"><o:p><FONT face="Times New Roman" size=3> </FONT></o:p></DIV> <DIV class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Times New Roman" size=3>It is my sincere wish that this information is useful to you.</FONT></DIV> <DIV class=MsoNormal style="MARGIN: 0in 0in 0pt"><o:p><FONT face="Times New Roman" size=3> </FONT></o:p></DIV> <DIV class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Times New Roman" size=3>Sincerely,<BR>(b) (6) BR>(b) (6) BR>(b) (6) <BR> </DIV>
<H1 style="MARGIN: 0in 0in 0pt"><EM><FONT face="Times New Roman" size=5></FONT></EM> </H1> <DIV class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Times New Roman" size=3>___________________________________________________________________</FONT></DIV> <DIV class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Times New Roman"><st1:place w:st="on"><B style="mso-bidi-fontweight: normal"><SPAN style="FONT-SIZE: 14pt; mso-bidi-font-size: 10.0pt"><st1:PostalCode w:st="on"></st1:PostalCode></SPAN></B></st1:place><B style="mso-bidi-font-weight: normal"><SPAN style="FONT-SIZE: 14pt; msobidi-font-size: 10.0pt"><o:p></o:p></SPAN></B></FONT> </DIV></FONT> <DIV class=aol_ad_footer id=u8CA9EB70E57362C-53C-41F><FONT style="FONT: 10pt ARIAL, SAN-SERIF; COLOR: black"> <HR style="MARGIN-TOP: 10px"> <A title=http://toolbar.aol.com/moviefone/download.html?ncid=aolcmp00050000000011 href="http://toolbar.aol.com/moviefone/download.html?ncid=aolcmp00050000000011" target=_blank>Get the Moviefone Toolbar</A>. Showtimes, theaters, movie news, & more!</FONT> </DIV></DIV><BR><BR>------ TCC Control Number: ------<BR><<#209865291761#>></body></html> END RECORD
CONTACT RECORD
EID: 50870753 Contact Type: Contact Date: Medium: EMAIL Contact Status: CLOSED Incident Date: Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: (b) (6) Subject: ISSUE, TSA Contact Us: Complaints Body: THIS GENERATED EMAIL HAS BEEN SENT FROM TSA INTERNET CONTACT US -----------------------------------------------------------------------------------------------------------Remote Client IP: (b) (6) Date Time: 7/26/2008 10:05:25 AM ------------------------------------------------------------------------------------------------------------
Name: (b) (6) Email: (b) (6) Complaints:Airline Complaints Flight Info (If applicable. Enter Flight#/Airline/Terminal/Airport/Gate/Etc):Continental flight 5820 Will Rogers World Airport in Oklahoma City, OK Comments:Flight was canceled on July 26, 2008 due to what we were told were "mechanical problems." The "best" the airline could do for us was a four-hour wait in Oklahoma City for a flight to Dallas with a six-hour layover there. We would not arrive in Cleveland until about 9 p.m. that night with a two-hour drive ahead of us. We decided to take a flight the next morning. We lost a day of our vacation, not to mention the cost associated with driving to the airport, parking and moving bags Agent Notes: Forward Airline Forward Airline, Follow Up: To TSOC Date: From TSOC Date: Last Updated By: Last Update Date: Opening Agent: Opened Date: 7/27/2008 11:40:47 AM Linked Event IDs:
(b) (6)
Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, CLE Cleveland, OH, USA - Hopkins International Airport, Airline: Continental Airlines (present) -¬Continental Airlines (present) -¬, Subject Category: Airline- Service Complaints - Airline- Service Complaints Interaction Type: COMPLAINT Response Email: From: Prior Vendor To: (b) (6) Subject: Re: TSA Contact Us: Complaints <<#223278-307432#>> Body: <html><HEAD><STYLE>p {margin-bottom: 0; margin-top: 0;}</STYLE></HEAD><body><FONT SIZE="2">
<DIV STYLE="font-family: Arial;color: #000000;"><FONT size=3><FONT size=3><FONT size=3><FONT size=3><FONT size=3><FONT face="Tahoma, Verdana, Arial" size=2> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><SPAN style="FONT-FAMILY: Arial"><FONT size=3>Thank you for your email message.</FONT></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><SPAN style="FONT-FAMILY: Arial"></SPAN><SPAN style="FONT-FAMILY: Arial"><FONT size=3> <?xml:namespace prefix = o ns = "urn:schemas-microsoft-com:office:office" /><o:p></o:p></FONT></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><SPAN style="FONT-FAMILY: Arial"><FONT size=3>This message concerning Airline services was misdirected to the Transportation Security Administration (TSA). TSA encourages you to contact your airline for further assistance. <o:p></o:p></FONT></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><SPAN style="FONT-FAMILY: Arial"><FONT size=3> <o:p></o:p></FONT></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><SPAN style="FONT-FAMILY: Arial"><FONT size=3>We hope that this information is helpful and apologize for any inconvenience this has caused.</FONT></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><SPAN style="FONT-FAMILY: Arial"><FONT size=3></FONT></SPAN> </P><SPAN style="FONT-FAMILY: Arial"><FONT size=3> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><SPAN style="FONT-SIZE: 11pt; mso-bidi-font-size: 12.0pt"><FONT face="Arial, Helvetica, sans-serif"><FONT size=3>Please visit our website at <A href="http://www.tsa.gov/">www.tsa.gov</A> for additional information about TSA.<SPAN style="mso-spacerun: yes"> </SPAN>We continue to add new information and encourage you to check the website frequently for updated information.<o:p></o:p></FONT></FONT></SPAN></P><o:p></o:p></FONT></SPAN> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><SPAN style="FONT-FAMILY: Arial"><FONT size=3> <o:p></o:p></FONT></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT size=3><?xml:namespace prefix = st1 ns = "urn:schemas-microsoftcom:office:smarttags" /><st1:place w:st="on"><st1:PlaceName w:st="on"><SPAN style="FONT-FAMILY: Arial">TSA</SPAN></st1:PlaceName><SPAN style="FONT-FAMILY: Arial"> <st1:PlaceName w:st="on">Contact</st1:PlaceName> <st1:PlaceType w:st="on">Center</st1:PlaceType></SPAN></st1:place><SPAN style="FONT-FAMILY: Arial"><o:p></o:p></SPAN></FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><SPAN style="FONT-FAMILY: Arial"><o:p><FONT size=3> </FONT></o:p></SPAN></P> <P></FONT></FONT></FONT> </P></FONT></FONT></FONT></DIV> <DIV STYLE="font-family: Arial;color: #000000;"></DIV> </FONT><BR><br><br><DIV>--- Original Message ---<BR>From: < (b) (6) ><BR>Received: 7/27/2008 11:40:46 AM Eastern Standard Time (GMT - 4:00 )<BR>To: "TSA Contact Center" <[email protected]><BR>Subject: TSA Contact Us: Complaints<BR><BR>THIS GENERATED EMAIL HAS BEEN SENT FROM TSA INTERNET CONTACT US<BR>-----------------------------------------------------------------------------------------------------------<BR>Remote Client IP: (b) (6) <BR>Date Time: 7/26/2008 10:05:25 AM<BR>-----------------------------------------------------------------------------------------------------------<BR><BR> <TABLE style="FONT-SIZE: 12px; WIDTH: 750px" cellSpacing=1 cellPadding=3 border=2> <TBODY> <TR> <TD style="FONT-WEIGHT: bold; WIDTH: 200px">Name:</TD> <TD> </TD></TR> <TR> <TD style="FONT-WEIGHT: bold; WIDTH: 200px">Email:</TD> <TD </TD></TR> <TR> <TD style="FONT-WEIGHT: bold; WIDTH: 200px">Complaints:</TD> <TD>Airline Complaints</TD></TR> <TR> <TD style="FONT-WEIGHT: bold; WIDTH: 200px">Flight Info (If applicable. Enter Flight#/Airline/Terminal/Airport/Gate/Etc):</TD> <TD>Continental flight 5820 Will Rogers World Airport in Oklahoma City, OK</TD></TR> <TR> <TD style="FONT-WEIGHT: bold; WIDTH: 200px">Comments:</TD> <TD>Flight was canceled on July 26, 2008 due to what we were told were "mechanical problems." The "best" the airline could do for us was a four-hour wait in Oklahoma City for a flight to Dallas with a six-hour layover there. We would not arrive in Cleveland until about 9 p.m. that night with a two-hour drive ahead of us. We decided to take a flight the next morning. We lost a day of our vacation, not to mention the cost associated with driving to the airport, parking and moving bags.</TD></TR></TBODY></TABLE></DIV><BR><BR>-----TCC Control Number: ------<BR><<#223278-307432#>></body></html> END RECORD
(b) (6)
(b) (6)
CONTACT RECORD
EID: 50884962 Contact Type: Contact Date: 2008-08-08 14:51:19 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2008-08-08 14:51:19 Contact Prefix: Contact First Name: Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: (b) (6) Contact Address 2: Contact City: (b) (6) Contact State: (b) (6) Contact Zip: (b) (6) Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Caller stated she was missing her cell phone cord from her carry on @ OKC Body: Agent Notes: Provided caller with information on the claims process, and SF-95 mailed (8/8/2008) Provided caller with information on the claims process, and SF-95 mailed (8/8/2008) **Caller refuse to provide a callback number*** Caller doesnt remeber the date and time of the flight. Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Opening Agent: Opened Date: 8/8/2008 2:51:19 PM Linked Event IDs:
(b) (6)
Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, SAN San Diego, CA, USA - Lindbergh International Airport, Airline: Southwest AirlinesSouthwest Airlines, Subject Category: Claim Form Requests-Carry On - Claim Form Requests-Carry On Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 50887365 Contact Type: Contact Date: Medium: EMAIL Contact Status: CLOSED Incident Date: Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial:(b) (6) Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: (b) (6) Subject: ISSUE, TSA Contact Us: Complaints Body: THIS GENERATED EMAIL HAS BEEN SENT FROM TSA INTERNET CONTACT US -----------------------------------------------------------------------------------------------------------Remote Client IP: (b) (6) Date Time: 8/8/2008 9:04:43 PM ------------------------------------------------------------------------------------------------------------
Name Email Complaints:Inconsistent Screening (Different Practices between Airports) Flight Info (If applicable. Enter Flight#/Airline/Terminal/Airport/Gate/Etc):Flight 4305 (American Airlines) from OK City, Oklahoma to O'Hare in Chicago, IL. 8/8/08 Comments:Each time I leave from O'Hare & fly to Oklahoma City, Oklahoma I have no problem with checked thru baggage items. However, on my return flights from Oklahoma City to O'Hare, I always end up having something taken out of my checked thru baggage. According to your guidlines each of the items was permitted in checked thru baggage. This time it was a nail trimming kit that was removed at Will Rodgers Airport. The previous 2 times it was a Leatherman tool that I use for my work. Each time I had no problems getting these items from Chicago to Oklahoma. But when I try to bring them back home with me to Chicago one of them disappears. The first time one of my Leathermans was removed (2 years ago) there was a note inside my luggage indicating that a banned item had been taken out. Since then I have had another Leatherman removed and most recently the nail trimming kit. No note, and neither was a banned item. What's going on in Oklahoma Agent Notes: Consistency @ Airports Response Consistency @ Airports Response, Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Opening Agent: Opened Date: 8/11/2008 12:14:46 PM Linked Event IDs: Responses: Response Airport: OKCOKC,Oklahoma City, OK, USA - Will Rogers World Airport, ORD Chicago, IL, USA - O'hare International Airport, Airline: American Airlines -¬American Airlines -¬, Subject Category: Inconsistent Screening- Different Practices Between Airports - Inconsistent Screening- Different Practices Between Airports Interaction Type: COMPLAINT Response Email: From: Prior Vendor To:
(b) (6)
(b) (6)
Subject: Re: TSA Contact Us: Complaints <<#228329-313380#>> Body: <html><HEAD><STYLE>p {margin-bottom: 0; margin-top: 0;}</STYLE></HEAD><body><FONT SIZE="2"> <DIV STYLE="font-family: Arial;color: #000000;"><FONT size=3><FONT size=3><FONT size=3><FONT size=3><FONT size=3> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif">Thank you for your email message regarding your concerns about the consistency of procedures at our Nation's airports. </FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif"></FONT> </P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif">TSA has developed standard screening practices for all of our Nation's airports, and passengers can expect essentially the same procedures.<SPAN style="mso-spacerun: yes"> </SPAN>While the procedures are the same everywhere, the interpretation of those procedures results in some slight variations from airport to airport - situation to situation.<SPAN style="mso-spacerun: yes"> </SPAN></FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif"> <?xml:namespace prefix = o ns = "urn:schemas-microsoft-com:office:office" /><o:p></o:p></FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif">We work hard to achieve consistency in the security training process.<SPAN style="mso-spacerun: yes"> </SPAN>We inspect screening operations at airports and continue to monitor the number and nature of complaints we receive from the traveling public to track trends and spot areas of concern that may require special attention.<SPAN style="mso-spacerun: yes"> </SPAN>This ongoing process will enable us to ensure prompt, corrective action whenever we determine that security screening policies need modification or specific employees are the subject of repeated complaints.</FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face=Arial></FONT> </P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif"><SPAN style="FONT-SIZE: 12pt; FONTFAMILY: Arial; mso-fareast-font-family: 'Times New Roman'; mso-ansi-language: EN-US; mso-fareast-language: EN-US; mso-bidilanguage: AR-SA">We encourage you to check the latest information at <A href="http://www.tsa.gov/">www.tsa.gov</A>.</SPAN></FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif"> <o:p></o:p></FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif"> <o:p></o:p></FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif">TSA Contact Center</FONT></P><FONT face="Tahoma, Verdana, Arial" size=2></FONT></FONT></FONT></FONT></FONT></FONT></DIV> <DIV STYLE="font-family: Arial;color: #000000;"></DIV> </FONT><BR><br><br><DIV>--- Original Message ---<BR>From: <(b) (6) ><BR>Received: 8/11/2008 12:14:46 PM Eastern Standard Time (GMT - 4:00 )<BR>To: "TSA Contact Center" <[email protected]><BR>Subject: TSA Contact Us: Complaints<BR><BR>THIS GENERATED EMAIL HAS BEEN SENT FROM TSA INTERNET CONTACT US<BR>-----------------------------------------------------------------------------------------------------------<BR>Remote Client IP: (b) (6) <BR>Date Time: 8/8/2008 9:04:43 PM<BR>-----------------------------------------------------------------------------------------------------------<BR><BR> <TABLE style="FONT-SIZE: 12px; WIDTH: 750px" cellSpacing=1 cellPadding=3 border=2> <TBODY> <TR> <TD style="FONT-WEIGHT: bold; WIDTH: 200px">Name:</TD> <TD (b) (6) /TD></TR> <TR> <TD style="FONT-WEIGHT: bold; WIDTH: 200px">Email:</TD> <TD </TD></TR> <TR> <TD style="FONT-WEIGHT: bold; WIDTH: 200px">Complaints:</TD> <TD>Inconsistent Screening (Different Practices between Airports)</TD></TR> <TR> <TD style="FONT-WEIGHT: bold; WIDTH: 200px">Flight Info (If applicable. Enter Flight#/Airline/Terminal/Airport/Gate/Etc):</TD> <TD>Flight 4305 (American Airlines) from OK City, Oklahoma to O'Hare in Chicago, IL. 8/8/08</TD></TR> <TR> <TD style="FONT-WEIGHT: bold; WIDTH: 200px">Comments:</TD> <TD>Each time I leave from O'Hare & fly to Oklahoma City, Oklahoma I have no problem with checked thru baggage items. However, on my return flights from Oklahoma City to O'Hare, I always end up having something taken out of my checked thru baggage. According to your guidlines each of the items was permitted in checked thru baggage. This time it was a nail trimming kit that was removed at Will Rodgers Airport. The previous 2 times it was a Leatherman tool that I use for my work. Each time I had no problems getting these items from Chicago to Oklahoma. But when I try to bring them back home with me to Chicago one of them disappears. The first time one of my Leathermans was removed (2 years ago) there was a note inside my luggage indicating that a banned item had been taken out. Since then I have had another Leatherman removed and most recently the nail trimming kit. No note, and neither was a banned item. What's going on in Oklahoma.</TD></TR></TBODY></TABLE></DIV><BR><BR>------ TCC Control Number: ------<BR><<#228329313380#>></body></html> END RECORD
(b) (6)
CONTACT RECORD
EID: 50887955 Contact Type: Contact Date: 2008-08-12 17:39:49 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2008-08-12 17:39:49 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: 2 skate boards decs and swimming suits. perfumes in a zip top bag missing from two different checked bag@(OKC) NOI Body: Agent Notes: Provided Lost and Found information to caller offered a calim form Provided Lost and Found information to caller offered a calim formProvided Lost and Found information to caller and SF-95 form mailed on (Date), Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Opening Agent: Opened Date: 8/12/2008 5:39:49 PM Linked Event IDs:
(b) (6)
(b) (6)
Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, Airline: Subject Category: Claim Form Requests - Missing items from Checked Baggage - Claim Form Requests - Missing items from Checked Baggage Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 50889253 Contact Type: Contact Date: 2008-08-14 12:44:22 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2008-08-06 07:40:00 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Caller stated he was missing his cologne from his checked luggage @ OKC, Body: Agent Notes: Provided Lost and Found information to caller and advised caller how to download a claim form online. Provided Lost and Found information to caller and advised caller how to download a claim form online. NOI was inside. Follow Up: To TSOC Date: From TSOC Date: Last Updated By: Last Update Date: Opening Agent: Opened Date: 8/14/2008 12:44:22 PM Linked Event IDs:
(b) (6)
Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, Airline: American Airlines -¬American Airlines -¬, US Airways (present), Subject Category: Claim Form Requests - Missing items from Checked Baggage - Claim Form Requests - Missing items from Checked Baggage Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 50891025 Contact Type: Contact Date: 2008-08-15 17:34:39 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2008-08-13 10:30:39 Contact Prefix: Contact First Name: Contact Middle Initial: Contact Last Name: Contact Suffix: Contact Address 1: Contact Address 2: Contact City: (b) (6) Contact State: (b) (6) Contact Zip: (b) (6) Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Caller wanted to report that liquids were spilled into her bag. Body: Agent Notes: Advised caller we will note issue, and an FYI will be sent to the CSM at that airport who oversees the screening operation. SF-95 mailed out on 8-18-08 Advised caller we will note issue, and an FYI will be sent to the CSM at that airport who oversees the screening operation. SF-95 mailed out on 8-18-08 The TCC received the following information as an FYI. We are forwarding this information to you for your review.
(b) (6)
(b) (6)
(b) (6)
For Your Information: (b) (6) found her bag a mess after travel through OKC. She had liquid moisturizers in her bag that spilled all over everything. She also had a very expensive pair of jeans missing. I provided her with the information to contact the L&F & file a claim. Date of Incident: 8/13/08 Customer Name: (b) (6) Customer Contact Information: Airport: OKC Airline: Southwest Flight#: 1663 Terminal/Gate: C16 Check In/Incident Time: 10:30 AM Notice of Baggage Inspection: Yes Carry On or Checked Baggage: Checked Baggage Tag Number: N/A Event ID #: 300145042080815
(b) (6)
Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Opening Agent: Opened Date: 8/15/2008 5:34:39 PM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, PHX Phoenix, AZ, USA - Sky Harbor International Airport, SMF Sacramento, CA, USA - Sacramento Metropolitan, Airline: Southwest AirlinesSouthwest Airlines, Subject Category: Mishandling of Passengers Property - Damaged Items- Carry-on Baggage - Mishandling of Passengers Property Damaged Items- Carry-on Baggage Interaction Type: COMPLAINT
Response Email: END RECORD
CONTACT RECORD
EID: 50896073 Contact Type: Contact Date: 2008-11-28 09:33:03 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2008-11-18 06:00:03 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: (b) (6) Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Items missing from checked bag @ OKC - clothing Body: Agent Notes: Offered Lost and Found information to caller and claim forms. Offered Lost and Found information to caller and claim forms. 11/18/08 NOI was in bag OKC-LAS F3LA# ? @ 7:05am Gate# ? Bag# ?
Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Opening Agent: Opened Date: 11/28/2008 9:33:03 AM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, LAS Las Vegas, NV, USA - Mccarran International Airport, Airline: Frontier Airlines (present)Frontier Airlines (present), Subject Category: Claim Form Requests - Missing items from Checked Baggage - Claim Form Requests - Missing items from Checked Baggage Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 50900284 Contact Type: Contact Date: 2008-08-24 21:33:16 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2008-08-24 21:33:16 Contact Prefix: (b) (6) Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: (b) (6) Contact Address 2: Contact City: (b) (6) Contact State: (b) (6) Contact Zip: (b) (6) Contact Country: (b) (6) Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Caller requested a claim form be mail. , Body: Agent Notes: SF-95 form mailed on(8/24/2008) SF-95 form mailed on(8/24/2008) Follow Up: To TSOC Date: From TSOC Date: Last Updated By: Last Update Date: Opening Agent: Opened Date: 8/24/2008 9:33:16 PM Linked Event IDs:
(b) (6)
Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, Airline: Southwest AirlinesSouthwest Airlines, Subject Category: Claim Form Request-Mail - Claim Form Request-Mail Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 50902735 Contact Type: Contact Date: Medium: EMAIL Contact Status: CLOSED Incident Date: Contact Prefix: Contact First Name: Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: (b) (6) Subject: ISSUE, ISSUE, ISSUE, Baggage Issue Body: I wanted to file a complaint on the baggage group during my recent trip to NYC. I have already called and filed a complaint with the OKC American Airlines baggage manager (b) (6)
(b) (6)
Due to weather conditions my 1st flight (American Airlines) was delayed and I was rerouted in Dallas to NYC. Since there was a large delay I thought my luggage would be changed to my new flight plan but when I arrived in NYC my luggage did not on Friday. I received my luggage at my hotel on Sunday night. When I opened my luggage (lock still in place and no damage to the bag)all my valuables where missing. Someone had taken my Sony Camera with access($500 value) and all my valuable jewelry (mainly a pair of earrings white gold with stones($400.00 value). The person who took the items apparently had time to look thru everything because they didn't take anything that was not of real value. I use to feel good about sending my luggage, thought it was safe. I even had to pay for my luggage this trip but now I was told there is no security when sending your luggage? How can this be? I am out over $ 1000 in items and all I get is a sorry. There is nothing in place to avoid this, punish people for doing this, or reimbursing someone? I even purchased the special locks that are required. Please explain how this can happen and when expectations I can have. Will I be reimbursed? I travel a lot with my company and now think of traveling as a gamble if I will get back what I check in and pay the airlines to transport.
(b) (6)
(b) (6)
Agent Notes: Retrieve Items & Claims Response Retrieve Items & Claims Response, Lost or Rerouted Luggage Response, TCC Notice of Inspection, Placed airport code and lost and found number (OKC/405-680-3233) into the retrieve items and claims response. Merged 3 different responses to address the consumer's concerns. Deleted all paragraphs and sentences that would not assist in answering the consumer's concerns. Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Opening Agent: Opened Date: 8/26/2008 10:52:21 AM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, Airline: American Airlines -¬American Airlines -¬,
Subject Category: Claim Form Requests - Missing items from Checked Baggage - Claim Form Requests - Missing items from Checked Baggage Interaction Type: COMPLAINT Response Email: From: Prior Vendor To:
(b) (6)
Subject: Re: Baggage Issue <<#234600-320677#>> Body: <html><HEAD><STYLE>p {margin-bottom: 0; margin-top: 0;}</STYLE></HEAD><body><FONT SIZE="2"> <DIV STYLE="font-family: Arial;color: #000000;"><FONT size=3><FONT size=3><FONT size=3><FONT size=3><FONT size=3><FONT size=3> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><SPAN style="FONT-FAMILY: Arial">Thank you for your email message. We apologize for any inconvenience you have encountered during your travel.<?xml:namespace prefix = o ns = "urn:schemas-microsoftcom:office:office" /><o:p></o:p></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><SPAN style="FONT-FAMILY: Arial"></SPAN> </P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><SPAN style="FONT-FAMILY: Arial"><SPAN style="COLOR: black; FONT-FAMILY: Arial"><FONT size=3>Air carriers are responsible for identifying passengers, controlling passengers to checkpoints, controlling gate access, and controlling baggage before and after screening. <o:p></o:p></FONT></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><SPAN style="COLOR: black; FONT-FAMILY: Arial"><o:p><FONT size=3> </FONT></o:p></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><SPAN style="COLOR: black; FONT-FAMILY: Arial"><FONT size=3>TSA employees are responsible for all passenger and baggage screening to ensure that prohibited items are not placed on board aircraft. TSA consults regularly with its various partners to effectively integrate their respective security responsibilities.<SPAN style="mso-spacerun: yes"> </SPAN></FONT></SPAN><SPAN style="COLOR: black; FONT-FAMILY: Arial"><FONT size=3>We encourage you to contact American Airlines for their policies on lost and/or rerouted luggage. </FONT></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><SPAN style="COLOR: black; FONT-FAMILY: Arial"><FONT size=3></FONT></SPAN> </P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><SPAN style="COLOR: black; FONT-FAMILY: Arial"><FONT size=3><SPAN style="COLOR: black; FONT-FAMILY: 'Arial','sans-serif'"><FONT size=3>However, enhanced security measures require that all checked baggage undergo screening for prohibited items.<SPAN style="mso-spacerun: yes"> </SPAN>A physical search of the luggage may be required to clear an alarm.<SPAN style="mso-spacerun: yes"> </SPAN>Transportation Security Officers (TSOs) are required to exercise great care during the screening process to ensure that passengersGÇÖ belongings are returned and not damaged when a bag needs to be opened.<SPAN style="mso-spacerun: yes"> </SPAN><o:p></o:p></FONT></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><SPAN style="FONT-FAMILY: 'Arial','sans-serif'"><o:p><FONT size=3> </FONT></o:p></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><SPAN style="FONT-FAMILY: 'Arial','sans-serif'"><FONT size=3>If a <SPAN style="COLOR: black">Transportation Security Officer (TSO)</SPAN> needs to open and search a checked bag that is unlocked or locked in order to resolve an alarm, the TSO will place a Notice of Inspection (NOI) inside the bag in order to alert the passenger that his or her bag has been searched.<SPAN style="mso-spacerun: yes"> </SPAN>The NOI also contains instructions on what to do if the passenger has a complaint.<SPAN style="mso-spacerun: yes"> </SPAN>The lack of an NOI suggests that TSA might have never physically inspected <SPAN style="mso-bidi-font-weight: bold">your luggage.<o:p></o:p></SPAN></FONT></SPAN></P><o:p></o:p></FONT></SPAN> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><SPAN style="COLOR: black; FONT-FAMILY: Arial"><FONT size=3> <o:p></o:p></FONT></SPAN></P></SPAN> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><SPAN style="FONT-FAMILY: Arial"><SPAN style="FONT-FAMILY: Arial">With that said; each airport establishes procedures for handling lost and found items.<SPAN style="mso-spacerun: yes"> </SPAN>TSA follows those procedures where they exist.<SPAN style="mso-spacerun: yes"> </SPAN>The airports in those instances are responsible for holding and disposing items under applicable local laws.<SPAN style="mso-spacerun: yes"> </SPAN>Items such as locks, tags, straps, and other external luggage pieces are often lost or damaged as the baggage goes through the baggage handling equipment and may or may not have been found by airline/airport personnel.<SPAN style="mso-spacerun: yes"> </SPAN><o:p></o:p></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><SPAN style="FONT-FAMILY: Arial"><o:p> </o:p></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><SPAN style="FONT-FAMILY: Arial">In an airport where no policy exists, found articles are collected, stored, and disposed of under General Services Administration rules.<SPAN style="mso-spacerun: yes"> </SPAN>TSA is unable to identify and return all items, but may be able to locate and return items on a case-by-case basis.<SPAN style="mso-spacerun: yes"> </SPAN><U>We suggest you contact the OKC airport at which your items were confiscated or lost at 405-680-3233.<o:p></o:p></U></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"></SPAN><SPAN style="FONT-FAMILY: Arial"> <o:p></o:p></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><SPAN style="FONT-FAMILY: Arial">We work very hard to achieve consistency in the security processes. As we inspect screening operations at airports and receive feedback from the traveling public, we address inconsistencies and ensure corrective actions are taken, when necessary. We will continue to do all that we can to inspect screening operations and provide written procedures and training to specify how the process is to be applied. <o:p></o:p></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><SPAN style="FONT-FAMILY: Arial"> <o:p></o:p></SPAN></P>
<P class=MsoNormal style="MARGIN: 0in 0in 0pt"><SPAN style="FONT-FAMILY: Arial">The Transportation Security Administration (TSA) is responsible for reviewing all claims relating to the screening of passengers and their baggage. In order to protect your rights under federal law and to file a valid claim, you must send your claim in writing to TSA, stating the circumstances of the loss and the exact amount you are claiming (fair market value of lost or destroyed property, reasonable cost of repair for damaged property), within two years after your claim accrued. The claim must be signed by you or your authorized representative (e.g., an attorney or other personal representative with appropriate proof of authority). <o:p></o:p></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><SPAN style="FONT-FAMILY: Arial"> <o:p></o:p></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><SPAN style="FONT-FAMILY: Arial">You can satisfy the notice requirement by filling out the attached Standard Form 95 (claim form) in accordance with the instructions, and returning it to the address in <?xml:namespace prefix = st1 ns = "urn:schemas-microsoft-com:office:smarttags" /><st1:address w:st="on"><st1:Street w:st="on">box #</st1:Street>1</st1:address>. Please be sure to follow the instructions carefully, and to fill out the claim form completely. While use of the form is not mandatory, it will help you ensure that you meet the legal requirements for filing a claim. <o:p></o:p></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><SPAN style="FONT-FAMILY: Arial"> <o:p></o:p></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><SPAN style="FONT-FAMILY: Arial">Once the Claims Management Office has received your claim form, you will be sent a letter of acknowledgement and a claim number. You should keep the claim number for future reference when inquiring about your claim. TSA will try to resolve your claim as quickly as possible, but it may need time to make a further investigation of the facts. If TSA denies your claim, or has not finally resolved it within six months after you have filed it, you may have a right to bring your claim to court. <o:p></o:p></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><SPAN style="FONT-FAMILY: Arial"><o:p> </o:p></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><SPAN style="FONT-FAMILY: Arial">Please visit TSAGÇÖs Claims Management OfficeGÇÖs website at <A title=blocked::https://claims.tsa.dhs.gov/ href="https://claims.tsa.dhs.gov/"><FONT size=3>https://claims.tsa.dhs.gov</FONT></A><FONT face="Arial, Helvetica, sans-serif"><FONT size=3> </FONT></FONT> for information related to filing a claim, checking the status of a claim and other claim related issues.<SPAN style="mso-spacerun: yes"> </SPAN>If you have additional questions that are not addressed on this website, please contact the Claims Management Office at <A href="http://[email protected]/">[email protected]</A>.<o:p></o:p></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><SPAN style="FONT-FAMILY: Arial"> <o:p></o:p></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><SPAN style="FONT-FAMILY: Arial">We hope that this provides you with all of the information you need. If you have further questions, please feel free to call TSA, toll free, at (866) 2899673.<o:p></o:p></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><SPAN style="FONT-FAMILY: Arial"> <o:p></o:p></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><SPAN style="FONT-FAMILY: Arial"> <o:p></o:p></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><st1:place w:st="on"><st1:PlaceName w:st="on"><SPAN style="FONT-FAMILY: Arial">TSA</SPAN></st1:PlaceName><SPAN style="FONT-FAMILY: Arial"> <st1:PlaceName w:st="on">Contact</st1:PlaceName> <st1:PlaceType w:st="on">Center</st1:PlaceType></SPAN></st1:place></P></FONT></FONT></FONT></FONT></FONT></FONT></DIV> <DIV STYLE="font-family: Arial;color: #000000;"></DIV> </FONT><BR><br><br><DIV>--- Original Message ---<BR>From: (b) (6) 10:52:21 AM Eastern Standard Time (GMT - 4:00 )<BR>To: "TSA Contact Center" <[email protected]>,"TSAClaimsOffice" <[email protected]><BR>Cc: < (b) Baggage Issue<BR><BR> <META content="Microsoft Word 12 (filtered medium)" name=Generator> <STYLE> <!-/* Font Definitions */ @font-face {font-family:"Cambria Math"; panose-1:2 4 5 3 5 4 6 3 2 4;} @font-face {font-family:Calibri; panose-1:2 15 5 2 2 2 4 3 2 4;} @font-face {font-family:"Harlow Solid Italic"; panose-1:4 3 6 4 2 15 2 2 13 2;} /* Style Definitions */ p.MsoNormal, li.MsoNormal, div.MsoNormal {margin:0in; margin-bottom:.0001pt; font-size:12.0pt; font-family:"Times New Roman","serif";} a:link, span.MsoHyperlink {mso-style-priority:99; color:blue; text-decoration:underline;} a:visited, span.MsoHyperlinkFollowed gt;<BR>Received: 8/26/2008
(6)
><BR>Subject:
{mso-style-priority:99; color:purple; text-decoration:underline;} p {mso-style-priority:99; mso-margin-top-alt:auto; margin-right:0in; mso-margin-bottom-alt:auto; margin-left:0in; font-size:12.0pt; font-family:"Times New Roman","serif";} span.EmailStyle18 {mso-style-type:personal-reply; font-family:"Calibri","sans-serif"; color:#1F497D;} .MsoChpDefault {mso-style-type:export-only; font-size:10.0pt;} @page Section1 {size:8.5in 11.0in; margin:1.0in 1.0in 1.0in 1.0in;} div.Section1 {page:Section1;} --> </STYLE> <DIV class=Section1> <P><SPAN style="FONT-FAMILY: 'Calibri','sans-serif'">I wanted to file a complaint on the baggage group during my recent trip to NYC. I have already called and filed a complaint with the OKC American Airlines</SPAN> <SPAN style="FONT-FAMILY: 'Calibri','sansserif'">baggage</SPAN> <SPAN style="FONT-FAMILY: 'Calibri','sans-serif'">manager (b) (6)</SPAN><?xml:namespace prefix = o ns = "urn:schemas-microsoft-com:office:office" /><o:p></o:p></P> <P><SPAN style="FONT-FAMILY: 'Calibri','sans-serif'">Due to weather conditions my 1st flight (American Airlines) was delayed and I was rerouted in Dallas to NYC. Since there was a large delay I thought my luggage would be changed to my new flight plan but when I arrived in NYC my luggage did not on Friday. I received my luggage at my hotel on Sunday night. When I opened my luggage (lock still in place and no damage to the bag)all my valuables where missing. Someone had taken my Sony Camera with access($500 value) and all my valuable</SPAN> <SPAN style="FONT-FAMILY: 'Calibri','sans-serif'">jewelry (mainly a pair of earrings white gold with stones($400.00 value). </SPAN><o:p></o:p></P> <P><SPAN style="FONT-FAMILY: 'Calibri','sans-serif'">The person who took the items apparently had time to look thru everything because they didn't take anything that was not of real value. </SPAN><o:p></o:p></P> <P><SPAN style="FONT-FAMILY: 'Calibri','sans-serif'">I use to feel good about sending my luggage, thought it was safe. I even had to pay for my luggage this trip but now I was told there is no security when sending your luggage? How can this be? I am out over $ 1000 in items and all</SPAN> <SPAN style="FONT-FAMILY: 'Calibri','sans-serif'">I get is a sorry. There is nothing in place to avoid this, punish people for doing this, or reimbursing someone? I even purchased the special locks that are required. Please explain how this can happen and when expectations I can have. Will I be reimbursed? </SPAN><o:p></o:p></P> <P><SPAN style="FONT-FAMILY: 'Calibri','sans-serif'">I travel a</SPAN> <SPAN style="FONT-FAMILY: 'Calibri','sans-serif'">lot with my company and now think of traveling as a gamble if I will get back what I check in and pay the airlines to transport.</SPAN><o:p></o:p></P> <P><SPAN style="FONT-SIZE: 13.5pt; COLOR: navy; FONT-FAMILY: 'Harlow Solid Italic'" (b) (6) </SPAN><SPAN style="FONT-SIZE: 13.5pt; FONT-FAMILY: 'Harlow Solid Italic'"><o:p></o:p></SPAN></P> <P><SPAN style="FONT-SIZE: 11pt; COLOR: #1f497d; FONT-FAMILY: 'Calibri','sans-serif'">Email: <A href="mailto (b) (6) /A><o:p></o:p></SPAN></P> (b) (6) <P><SPAN style="FONT-SIZE: 11pt; COLOR: #1f497d; FONT-FAMILY: 'Calibri','sans-serif'">Phone: (b) (6) (b) (6) <o:p></o:p></SPAN></P></DIV></DIV><BR><BR>------ TCC Control Number: ------<BR><<#234600-320677#>></body></html> END RECORD
CONTACT RECORD
EID: 50904512 Contact Type: Contact Date: 2008-08-30 10:45:35 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2008-08-28 10:24:35 Contact Prefix: (b) (6) Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: (b) (6) Contact Address 2: Contact City: (b) (6) Contact State: (b) (6) Contact Zip: (b) (6) Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Navigational system missing from checked bag @ (RKS). Enter date claim form was mailed (9/1/08). Body: Agent Notes: Provided Lost and Found information to caller and SF-95 form mailed on (9/1/08). Provided Lost and Found information to caller and SF-95 form mailed on (9/1/08). Notice of baggae inspection present inside of baggage. Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Opening Agent: Opened Date: 8/30/2008 10:45:35 AM Linked Event IDs: Responses: Response Airport: OKCOKC,Oklahoma City, OK, USA - Will Rogers World Airport, RKS,Rock Springs, WY, USA - Rock Springs Sweetwater Cty Arpt, Airline: United Airlines -¬United Airlines -¬, Subject Category: Claim Form Requests - Missing items from Checked Baggage - Claim Form Requests - Missing items from Checked Baggage Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 50905371 Contact Type: Contact Date: Medium: EMAIL Contact Status: CLOSED Incident Date: Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: (b) (6) Subject: ISSUE, TSA Contact Us: Complaints Body: THIS GENERATED EMAIL HAS BEEN SENT FROM TSA INTERNET CONTACT US -----------------------------------------------------------------------------------------------------------Remote Client IP: (b) (6) Date Time: 8/29/2008 2:51:52 PM ------------------------------------------------------------------------------------------------------------
(b) (6)
Name: Email: Complaints:Damaged or Missing items in Checked or Carry-on Baggage Flight Info (If applicable. Enter Flight#/Airline/Terminal/Airport/Gate/Etc):OKC 29 AUG 2008 American Airlines FLT #848 OKC to DFW to ELP Gate 4 Comments:I am experiencing difficulty with both my blackberry and my I-pod since going through the screening. I was carrying both items in my carry on, and I verbally identified them. Both screens have turned pink. I have turned them off and back on, removed the batteries and replaced. This has never happened before and I don't believe that it is just a coincidence that both electronics have chosen to go funny at the very same time. I am still in the airport. Please advise (b) (6) Thank you for your prompt attention (b) (6) Agent Notes: Claim Request Claim Request, Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Opening Agent: Opened Date: 8/29/2008 6:26:37 PM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, DFW Dallas/Ft Worth, TX, USA - Dallas Ft Worth International, ELP El Paso, TX, USA - El Paso International Airport, Airline: American Airlines -¬American Airlines -¬, Subject Category: Claim Form Requests-Carry On - Claim Form Requests-Carry On Interaction Type: COMPLAINT Response Email: From: Prior Vendor To: (b) (6)
(b) (6)
Subject: Re: TSA Contact Us: Complaints <<#235888-322231#>> Body: <html><HEAD><STYLE>p {margin-bottom: 0; margin-top: 0;}</STYLE></HEAD><body><FONT SIZE="2"> <DIV STYLE="font-family: Arial;color: #000000;"><FONT size=3><FONT size=3><FONT size=3><FONT size=3><FONT size=3><FONT size=3><FONT size=3><FONT size=3><FONT size=3><FONT size=3> <P class=MsoNormal style="MARGIN: 0in 0in 0pt; mso-layout-grid-align: none"><SPAN style="FONT-SIZE: 11pt; mso-bidi-font-size: 10.0pt"><FONT face="Arial, Helvetica, sans-serif" size=3>Thank you for your e-mail message.<SPAN style="mso-spacerun: yes"> </SPAN></FONT></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt; mso-layout-grid-align: none"><SPAN style="FONT-SIZE: 11pt; FONT-FAMILY: Fixedsys; mso-bidi-font-size: 9.0pt; mso-bidi-font-family: Fixedsys"><FONT face="Arial, Helvetica, sans-serif"><FONT size=3> </FONT></FONT></SPAN><SPAN style="FONT-SIZE: 11pt; FONT-FAMILY: Fixedsys; mso-bidi-font-size: 9.0pt; mso-bidifont-family: Fixedsys"><FONT face="Arial, Helvetica, sans-serif"><FONT size=3> <?xml:namespace prefix = o ns = "urn:schemasmicrosoft-com:office:office" /><o:p></o:p></FONT></FONT></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt; mso-layout-grid-align: none"><SPAN style="FONT-SIZE: 11pt; FONT-FAMILY: Fixedsys; mso-bidi-font-size: 9.0pt; mso-bidi-font-family: Fixedsys"><FONT face="Arial, Helvetica, sans-serif"><FONT size=3>The Transportation Security Administration (TSA) is responsible for reviewing all claims relating to the screening of passengers and their baggage.<SPAN style="mso-spacerun: yes"> </SPAN>In order to protect your rights under federal law and to file a valid claim, you must send your claim in writing to TSA, stating the circumstances of the loss and the exact amount you are claiming (fair market value of lost or destroyed property, reasonable cost of repair for damaged property), within two years after your claim accrued.<SPAN style="mso-spacerun: yes"> </SPAN>The claim must be signed by you or your authorized representative (e.g., an attorney or other personal representative with appropriate proof of authority).<SPAN style="mso-spacerun: yes"> </SPAN><o:p></o:p></FONT></FONT></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt; mso-layout-grid-align: none"><SPAN style="FONT-SIZE: 11pt; FONT-FAMILY: Fixedsys; mso-bidi-font-size: 9.0pt; mso-bidi-font-family: Fixedsys"><FONT face="Arial, Helvetica, sans-serif"><FONT size=3> <o:p></o:p></FONT></FONT></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt; mso-layout-grid-align: none"><SPAN style="FONT-SIZE: 11pt; FONT-FAMILY: Fixedsys; mso-bidi-font-size: 9.0pt; mso-bidi-font-family: Fixedsys"><FONT face="Arial, Helvetica, sans-serif"><FONT size=3>You can satisfy the notice requirement by filling out the attached Standard Form 95 (claim form) in accordance with the instructions, and returning it to the address in box #1.<SPAN style="mso-spacerun: yes"> </SPAN>Please be sure to follow the instructions carefully, and to fill out the claim form completely.<SPAN style="mso-spacerun: yes"> </SPAN>While use of the form is not mandatory, it will help you ensure that you meet the legal requirements for filing a claim.<SPAN style="mso-spacerun: yes"> </SPAN><o:p></o:p></FONT></FONT></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt; mso-layout-grid-align: none"><SPAN style="FONT-SIZE: 11pt; FONT-FAMILY: Fixedsys; mso-bidi-font-size: 9.0pt; mso-bidi-font-family: Fixedsys"><FONT face="Arial, Helvetica, sans-serif"><FONT size=3> <o:p></o:p></FONT></FONT></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt; mso-layout-grid-align: none"><SPAN style="FONT-SIZE: 11pt; FONT-FAMILY: Fixedsys; mso-bidi-font-size: 9.0pt; mso-bidi-font-family: Fixedsys"><FONT face="Arial, Helvetica, sans-serif"><FONT size=3>Once the Claims Management Office has received your claim form, you will be sent a letter of acknowledgement and a claim number.<SPAN style="mso-spacerun: yes"> </SPAN>You should keep the claim number for future reference when inquiring about your claim.<SPAN style="mso-spacerun: yes"> </SPAN>TSA will try to resolve your claim as quickly as possible, but it may need time to make a further investigation of the facts.<SPAN style="mso-spacerun: yes"> </SPAN>If TSA denies your claim, or has not finally resolved it within six months after you have filed it, you may have a right to bring your claim to court.<SPAN style="msospacerun: yes"> </SPAN><o:p></o:p></FONT></FONT></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt; mso-layout-grid-align: none"><SPAN style="FONT-SIZE: 11pt; FONT-FAMILY: Fixedsys; mso-bidi-font-size: 9.0pt; mso-bidi-font-family: Fixedsys"><FONT face="Arial, Helvetica, sans-serif"><FONT size=3> <o:p></o:p></FONT></FONT></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt; mso-layout-grid-align: none"><SPAN style="FONT-SIZE: 11pt; FONT-FAMILY: Fixedsys; mso-bidi-font-size: 9.0pt; mso-bidi-font-family: Fixedsys"><FONT face="Arial, Helvetica, sans-serif"><FONT size=3>Please visit TSAGÇÖs Claims Management OfficeGÇÖs website at </FONT><A title=blocked::https://claims.tsa.dhs.gov/ href="https://claims.tsa.dhs.gov/"><FONT size=3>https://claims.tsa.dhs.gov</FONT></A></FONT><FONT face="Arial, Helvetica, sansserif"><FONT size=3> for information related to filing a claim, checking the status of a claim and other claim related issues.<o:p></o:p></FONT></FONT></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt; mso-layout-grid-align: none"><SPAN style="FONT-SIZE: 11pt; FONT-FAMILY: Fixedsys; mso-bidi-font-size: 9.0pt; mso-bidi-font-family: Fixedsys"><FONT face="Arial, Helvetica, sans-serif"><FONT size=3> <o:p></o:p></FONT></FONT></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt; mso-layout-grid-align: none"><SPAN style="FONT-SIZE: 11pt; FONT-FAMILY: Fixedsys; mso-bidi-font-size: 9.0pt; mso-bidi-font-family: Fixedsys"><FONT face="Arial, Helvetica, sans-serif" size=3>We hope that this provides you with all of the information you need. If you have additional questions related to the claims process, please contact the Claims Management Office at </FONT><A href="mailto:[email protected]"><SPAN style="COLOR: windowtext"><FONT face="Arial, Helvetica, sans-serif" size=3>[email protected]</FONT></SPAN></A><FONT face="Arial, Helvetica, sans-serif" size=3>. </FONT></SPAN><SPAN style="FONT-SIZE: 11pt; mso-bidi-font-size: 12.0pt"><FONT face="Arial, Helvetica, sansserif"><FONT size=3>Please visit our website at <A href="http://www.tsa.gov/">www.tsa.gov</A> for additional information about TSA.<SPAN style="mso-spacerun: yes"> </SPAN>We continue to add new information and encourage you to check the website frequently for updated information.<o:p></o:p></FONT></FONT></SPAN></P>
<P class=MsoNormal style="MARGIN: 0in 0in 0pt; mso-layout-grid-align: none"><SPAN style="FONT-SIZE: 11pt; FONT-FAMILY: Fixedsys; mso-bidi-font-size: 9.0pt; mso-bidi-font-family: Fixedsys"><FONT face="Arial, Helvetica, sans-serif"><FONT size=3> <o:p></o:p></FONT></FONT></SPAN></P><SPAN style="FONT-SIZE: 11pt; FONT-FAMILY: Fixedsys; mso-fareast-fontfamily: 'Times New Roman'; mso-ansi-language: EN-US; mso-fareast-language: EN-US; mso-bidi-language: AR-SA; mso-bidi-font-size: 9.0pt; mso-bidi-font-family: Fixedsys"><FONT face="Arial, Helvetica, sans-serif" size=3>TSA Contact Center</FONT></SPAN></FONT></FONT></FONT></FONT></FONT></FONT></FONT></FONT></FONT></FONT></DIV> <DIV STYLE="font-family: Arial;color: #000000;"></DIV> </FONT><BR><br><br><DIV>--- Original Message ---<BR>From: &l <BR>Received: 8/29/2008 6:26:37 PM Eastern Standard Time (GMT - 4:00 )<BR>To: "TSA Contact Center" <[email protected]><BR>Subject: TSA Contact Us: Complaints<BR><BR>THIS GENERATED EMAIL HAS BEEN SENT FROM TSA INTERNET CONTACT US<BR>-----------------------------------------------------------------------------------------------------------<BR>Remote Client IP: (b) (6) <BR>Date Time: 8/29/2008 2:51:52 PM<BR>-----------------------------------------------------------------------------------------------------------<BR><BR> <TABLE style="FONT-SIZE: 12px; WIDTH: 750px" cellSpacing=1 cellPadding=3 border=2> <TBODY> <TR> <TD style="FONT-WEIGHT: bold; WIDTH: 200px">Name:</TD> <TD> TD></TR> <TR> <TD style="FONT-WEIGHT: bold; WIDTH: 200px">Email:</TD> <TD /TD></TR> <TR> <TD style="FONT-WEIGHT: bold; WIDTH: 200px">Complaints:</TD> <TD>Damaged or Missing items in Checked or Carry-on Baggage</TD></TR> <TR> <TD style="FONT-WEIGHT: bold; WIDTH: 200px">Flight Info (If applicable. Enter Flight#/Airline/Terminal/Airport/Gate/Etc):</TD> <TD>OKC<BR>29 AUG 2008<BR>American Airlines<BR>FLT #848 OKC to DFW to ELP<BR>Gate 4</TD></TR> <TR> <TD style="FONT-WEIGHT: bold; WIDTH: 200px">Comments:</TD> <TD>I am experiencing difficulty with both my blackberry and my I-pod since going through the screening. I was carrying both items in my carry on, and I verbally identified them. Both screens have turned pink. I have turned them off and back on, removed the batteries and replaced. This has never happened before and I don't believe that it is just a coincidence that both electronics have chosen to go funny at the very same time. I am still in the airport. Please advise (b) (6) Thank you for your prompt attention (b) (6) (b) (6) TD></TR></TBODY></TABLE></DIV><BR><BR>------ TCC Control Number: ------<BR><<#235888-322231#>></body></html> END RECORD
(b) (6)
(b) (6)
(b) (6)
CONTACT RECORD
EID: 50906581 Contact Type: Contact Date: 2008-09-03 08:29:30 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2008-09-03 08:29:30 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Caller said that her clothing was messed up and wrinkled in her baggage after traveling. Body: Agent Notes: Advised caller we would note the issue and that the call would be documented Advised caller we would note the issue and that the call would be documented Apologized to caller. Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Opening Agent: Opened Date: 9/3/2008 8:29:30 AM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, ATL Atlanta, GA, USA - Hartsfield International, Airline: Delta AirDelta Air, Subject Category: Mishandling of Passengers Property - Disarrayed Carry-on/Checked Baggage - Mishandling of Passengers Property Disarrayed Carry-on/Checked Baggage Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 50907111 Contact Type: Contact Date: Medium: EMAIL Contact Status: CLOSED Incident Date: Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: (b) (6) Subject: ISSUE, ISSUE, TSA Contact Us: Complaints Body: THIS GENERATED EMAIL HAS BEEN SENT FROM TSA INTERNET CONTACT US -----------------------------------------------------------------------------------------------------------Remote Client IP: (b) (6) Date Time: 9/2/2008 5:04:25 PM ------------------------------------------------------------------------------------------------------------
Name: (b) (6) Email: (b) (6) Complaints:Damaged or Missing items in Checked or Carry-on Baggage Flight Info (If applicable. Enter Flight#/Airline/Terminal/Airport/Gate/Etc):NW2048 Gate 8 Aug 09, 2008 Oklahoma city airport To Minneapolis to Hibbing MN Comments:6 calls made to TSA and Oklahoma City Airport. I did speak with (1) TSA advisor stated that a report with an email sent to Oklahoma City Airport.... NO RESPONSE as of today 09/02/08 Numerous items (taken)I will be filing a claim by Friday September 05,2008. I was told that someone would get in touch with me.... When might this be!? (b) (6) Agent Notes: General Complaint w/Claim Response General Complaint w/Claim Response, Consumer Complaint BCC/CSM Response, BCC OKC SHM/CSQIM at (b) (6) Follow Up: To TSOC Date: From TSOC Date: Last Updated By: Last Update Date: Opening Agent: Opened Date: 9/3/2008 11:03:56 AM Linked Event IDs:
(b) (6)
(b) (6)
Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, MSP Minneapolis, MN, USA - Minneapolis/St Paul Intl Airport, HIB,Hibbing / Chisholm, MN, USA - Hibbing-Chisholm, Airline: Northwest Airlines -¬Northwest Airlines -¬, Subject Category: Claim Form Requests - Missing items from Checked Baggage - Claim Form Requests - Missing items from Checked Baggage Interaction Type: COMPLAINT Response Email: From: Prior Vendor To:(b) (6) Subject: Re: TSA Contact Us: Complaints <<#236865-323380#>>
Body: <html><HEAD><STYLE>p {margin-bottom: 0; margin-top: 0;}</STYLE></HEAD><body><FONT SIZE="2"> <DIV STYLE="font-family: Arial;color: #000000;"><FONT size=3><FONT size=3><FONT size=3><FONT size=3><FONT size=3><FONT size=3><FONT size=3><FONT size=3><FONT size=3><FONT size=3> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif">Thank you for your electronic mail message concerning your travel experience.<SPAN style="mso-spacerun: yes"> </SPAN></FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif"><SPAN style="mso-spacerun: yes"></SPAN></FONT> </P><FONT face="Arial, Helvetica, sans-serif"><SPAN style="mso-spacerun: yes"> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><SPAN style="FONT-FAMILY: Arial"><FONT size=3>Enhanced security measures require that all checked baggage undergo some form of screening for prohibited items. Physical search of the luggage is required to clear every alarm. TSA screeners should exercise great care during the screening process to ensure that passengers' belongings are returned and not damaged when a bag needs to be opened. Unfortunately, on some occasions the screening process may fall short of our established standard. We apologize if these high standards were not met.<?xml:namespace prefix = o ns = "urn:schemas-microsoft-com:office:office" /><o:p></o:p></FONT></SPAN></P></SPAN></FONT> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif"><o:p></o:p></FONT> </P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif">We monitor the number and nature of complaints we receive to track trends and spot areas of concern that may require special attention.<SPAN style="mso-spacerun: yes"> </SPAN>This ongoing process will enable us to ensure prompt, corrective action whenever we determine that security screening policies need modification or specific employees or screener teams are the subject of repeated complaints.</FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"> </P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt">In addition, we have also forwarded a copy of your email to the Customer Service Manager at OKC airport. The Customer Service Manager is responsible for ensuring that the screener workforce adheres to TSA principles for professional processing.</P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif"> <o:p></o:p></FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif">The Transportation Security Administration (TSA) is responsible for reviewing all claims relating to the screening of passengers and their baggage.<SPAN style="mso-spacerun: yes"> </SPAN>In order to protect your rights under federal law and to file a valid claim, you must send your claim in writing to TSA, stating the circumstances of the loss and the exact amount you are claiming (fair market value of lost or destroyed property, reasonable cost of repair for damaged property), within two years after your claim accrued.<SPAN style="mso-spacerun: yes"> </SPAN>The claim must be signed by you or your authorized representative (e.g., an attorney or other personal representative with appropriate proof of authority).<SPAN style="mso-spacerun: yes"> </SPAN></FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif"> <o:p></o:p></FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif">You can satisfy the notice requirement by filling out the attached Standard Form 95 (claim form) in accordance with the instructions, and returning it to the address in box #1.<SPAN style="mso-spacerun: yes"> </SPAN>Please be sure to follow the instructions carefully, and to fill out the claim form completely.<SPAN style="mso-spacerun: yes"> </SPAN>While use of the form is not mandatory, it will help you ensure that you meet the legal requirements for filing a claim.<SPAN style="mso-spacerun: yes"> </SPAN></FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif"> <o:p></o:p></FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif"><SPAN style="FONT-SIZE: 12pt; FONTFAMILY: Arial; mso-fareast-font-family: 'Times New Roman'; mso-ansi-language: EN-US; mso-fareast-language: EN-US; mso-bidilanguage: AR-SA">Please visit TSAGÇÖs Claims Management OfficeGÇÖs website at <A title=blocked::https://claims.tsa.dhs.gov/ href="https://claims.tsa.dhs.gov/"><FONT size=3>https://claims.tsa.dhs.gov</FONT></A><FONT face="Arial, Helvetica, sansserif"><FONT size=3> </FONT></FONT> for information related to filing a claim, replacement forms, checking the status of a claim and other claim related issues.<SPAN style="mso-spacerun: yes"> </SPAN>If you have additional questions that are not addressed on this website, please contact the Claims Management Office at <A href="http://[email protected]/">[email protected]</A>.</SPAN></FONT><FONT face="Arial, Helvetica, sansserif"> </FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif"><o:p></o:p></FONT> </P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif">Once the Claims Management Office has received your claim form, you will be sent a letter of acknowledgement and a claim number.<SPAN style="mso-spacerun: yes"> </SPAN>You should keep the claim number for future reference when inquiring about your claim.<SPAN style="mso-spacerun: yes"> </SPAN>TSA will try to resolve your claim as quickly as possible, but it may need time to make a further investigation of the facts.<SPAN style="mso-spacerun: yes"> </SPAN>If TSA denies your claim, or has not finally resolved it within six months after you have filed it, you may have a right to bring your claim to court.<SPAN style="mso-spacerun: yes"> </SPAN></FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif"></FONT> </P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif"><SPAN style="FONT-SIZE: 12pt; FONTFAMILY: Arial; mso-fareast-font-family: 'Times New Roman'; mso-ansi-language: EN-US; mso-fareast-language: EN-US; mso-bidilanguage: AR-SA"></SPAN></FONT><FONT face="Arial, Helvetica, sans-serif">We appreciate your taking the time to share your thoughts and concerns with us.<SPAN style="mso-spacerun: yes"> </SPAN></FONT><FONT face="Arial, Helvetica, sansserif"><SPAN style="FONT-FAMILY: Arial">We also encourage you to check the latest information at <A href="http://www.tsa.gov/">www.tsa.gov</A>.<o:p></o:p></SPAN></FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif"><o:p></o:p></FONT> </P><SPAN style="FONT-SIZE: 12pt; FONT-FAMILY: 'Times New Roman'; mso-fareast-font-family: 'Times New Roman'; mso-ansi-language: EN-US; mso-fareast-language: EN-US; mso-bidi-language: AR-SA"><FONT face="Arial, Helvetica, sans-serif">TSA Contact Center</FONT><B style="mso-bidi-font-weight: normal"><U><FONT face="Arial, Helvetica, sans-serif"> <BR style="PAGE-BREAK-BEFORE: always; mso-
special-character: line-break" clear=all></FONT></U></B></SPAN><FONT face="Tahoma, Verdana, Arial" size=2></FONT></FONT></FONT></FONT></FONT></FONT></FONT></FONT></FONT></FONT></FONT></DIV> <DIV STYLE="font-family: Arial;color: #000000;"></DIV> </FONT><BR><br><br><DIV>--- Original Message ---<BR>From: <(b) (6) ><BR>Received: 9/3/2008 11:03:56 AM Eastern Standard Time (GMT - 4:00 )<BR>To: "TSA Contact Center" <[email protected]><BR>Subject: TSA Contact Us: Complaints<BR><BR>THIS GENERATED EMAIL HAS BEEN SENT FROM TSA INTERNET CONTACT US<BR>-----------------------------------------------------------------------------------------------------------<BR>Remote Client IP: (b) (6) <BR>Date Time: 9/2/2008 5:04:25 PM<BR>-----------------------------------------------------------------------------------------------------------<BR><BR> <TABLE style="FONT-SIZE: 12px; WIDTH: 750px" cellSpacing=1 cellPadding=3 border=2> <TBODY> <TR> <TD style="FONT-WEIGHT: bold; WIDTH: 200px">Name:</TD> <TD /TD></TR> <TR> <TD style="FONT-WEIGHT: bold; WIDTH: 200px">Email:</TD> <TD (b) (6) /TD></TR> <TR> <TD style="FONT-WEIGHT: bold; WIDTH: 200px">Complaints:</TD> <TD>Damaged or Missing items in Checked or Carry-on Baggage</TD></TR> <TR> <TD style="FONT-WEIGHT: bold; WIDTH: 200px">Flight Info (If applicable. Enter Flight#/Airline/Terminal/Airport/Gate/Etc):</TD> <TD>NW2048 Gate 8 Aug 09, 2008 Oklahoma city airport To Minneapolis to Hibbing MN</TD></TR> <TR> <TD style="FONT-WEIGHT: bold; WIDTH: 200px">Comments:</TD> <TD>6 calls made to TSA and Oklahoma City Airport. I did speak with (1) TSA advisor stated that a report with an email sent to Oklahoma City Airport.... NO RESPONSE as of today 09/02/08 Numerous items (taken)I will be filing a claim by Friday September 05,2008. I was told that someone would get in touch with me.... When might this be!? (b) (6) </TD></TR></TBODY></TABLE></DIV><BR><BR>-----TCC Control Number: ------<BR><<#236865-323380#>></body></html> END RECORD
(b) (6)
CONTACT RECORD
EID: 50933531 Contact Type: Contact Date: 2008-10-07 09:07:47 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2008-10-07 09:07:47 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Items missing from checked bag@(LAW & address book). Body: Agent Notes: Confirmed Lost and Found information to caller Confirmed Lost and Found information to caller Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Opening Agent: Opened Date: 10/7/2008 9:07:47 AM Linked Event IDs:
(b) (6)
Responses: Response Airport: OKCOKCLAW Lawton, OK, USA - Municipal, Airline: Delta Air Lines -¬Delta Air Lines -¬, Subject Category: Claim Form Requests - Missing items from Checked Baggage - Claim Form Requests - Missing items from Checked Baggage Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 50937113 Contact Type: Contact Date: 2008-10-12 19:12:08 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2008-10-12 09:15:00 (b) (6) Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Two shoes and a sweater damaged due to liquid Hair color spilt in checked bag @ (OKC). Body: Agent Notes: Provided caller with information on the claims process, and advised caller to obtain SF-95 form online. Provided caller with information on the claims process, and advised caller to obtain SF-95 form online. Caller did not provide a call back number. Notice of baggage inspection present in baggage Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Opening Agent: Opened Date: 10/12/2008 7:12:08 PM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, Airline: American Airlines -¬American Airlines -¬, Subject Category: Claim Form Requests-Checked Bag - Claim Form Requests-Checked Bag Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 50942469 Contact Type: Contact Date: Medium: EMAIL Contact Status: CLOSED Incident Date: Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: ISSUE, TSA Contact Us: Complaints Body: THIS GENERATED EMAIL HAS BEEN SENT FROM TSA INTERNET CONTACT US -----------------------------------------------------------------------------------------------------------Remote Client IP: (b) (6) Date Time: 10/19/2008 12:08:07 PM ------------------------------------------------------------------------------------------------------------
(b) (6)
Name: (b) (6) Email: (b) (6) Complaints:Damaged or Missing items in Checked or Carry-on Baggage Flight Info (If applicable. Enter Flight#/Airline/Terminal/Airport/Gate/Etc):US 8029, OKC to ORD Comments:I travel with hi technology items - 50 -80,000 in cameras. I take the time to pack and organize so that items are not broken. WHY CANT YOU REPACK ITEMS CAREFULLY TO AVOID MY STUFF BEING DAMAGED! LOGIC SAYS ITEMS ARE WRAPPED FOR A REASON - NOT JUST THROWN PACK INTO THE CASE AND HAVING SUCH ITEMS DAMAGED DUE TO CARELESSNESS! I TRAVEL WEEKLY AND ITS NOW TIME TSA HAS RESPECT FOR MY STUFF LIKE I HAVE RESPECT FOR YOUR EMPLOYEES Agent Notes: General Complaint w/Claim Response General Complaint w/Claim Response, Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Opening Agent: Opened Date: 10/20/2008 10:33:41 AM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, ORD Chicago, IL, USA - O'hare International Airport, Airline: US Airways (present)US Airways (present), Subject Category: Claim Form Requests-Checked Bag - Claim Form Requests-Checked Bag Interaction Type: COMPLAINT Response Email: From: Prior Vendor To: (b) (6) Subject: Re: TSA Contact Us: Complaints <<#250328-340179#>> Body: <html><HEAD><STYLE>p {margin-bottom: 0; margin-top: 0;}</STYLE></HEAD><body><FONT SIZE="2">
<DIV STYLE="font-family: Arial;color: #000000;"><FONT size=3><FONT size=3><FONT size=3><FONT size=3><FONT size=3><FONT size=3><FONT size=3><FONT size=3><FONT size=3><FONT size=3> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif">Thank you for your electronic mail message concerning your travel experience.<SPAN style="mso-spacerun: yes"> </SPAN></FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif"><SPAN style="mso-spacerun: yes"></SPAN></FONT> </P><FONT face="Arial, Helvetica, sans-serif"><SPAN style="mso-spacerun: yes"> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><SPAN style="FONT-FAMILY: Arial"><FONT size=3>Enhanced security measures require that all checked baggage undergo some form of screening for prohibited items. Physical search of the luggage is required to clear every alarm. TSA screeners should exercise great care during the screening process to ensure that passengers' belongings are returned and not damaged when a bag needs to be opened. Unfortunately, on some occasions the screening process may fall short of our established standard. We apologize if these high standards were not met.<?xml:namespace prefix = o ns = "urn:schemas-microsoft-com:office:office" /><o:p></o:p></FONT></SPAN></P></SPAN></FONT> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif"><o:p></o:p></FONT> </P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif">We monitor the number and nature of complaints we receive to track trends and spot areas of concern that may require special attention.<SPAN style="mso-spacerun: yes"> </SPAN>This ongoing process will enable us to ensure prompt, corrective action whenever we determine that security screening policies need modification or specific employees or screener teams are the subject of repeated complaints.</FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif"> <o:p></o:p></FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif">The Transportation Security Administration (TSA) is responsible for reviewing all claims relating to the screening of passengers and their baggage.<SPAN style="mso-spacerun: yes"> </SPAN>In order to protect your rights under federal law and to file a valid claim, you must send your claim in writing to TSA, stating the circumstances of the loss and the exact amount you are claiming (fair market value of lost or destroyed property, reasonable cost of repair for damaged property), within two years after your claim accrued.<SPAN style="mso-spacerun: yes"> </SPAN>The claim must be signed by you or your authorized representative (e.g., an attorney or other personal representative with appropriate proof of authority).<SPAN style="mso-spacerun: yes"> </SPAN></FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif"> <o:p></o:p></FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif">You can satisfy the notice requirement by filling out the attached Standard Form 95 (claim form) in accordance with the instructions, and returning it to the address in box #1.<SPAN style="mso-spacerun: yes"> </SPAN>Please be sure to follow the instructions carefully, and to fill out the claim form completely.<SPAN style="mso-spacerun: yes"> </SPAN>While use of the form is not mandatory, it will help you ensure that you meet the legal requirements for filing a claim.<SPAN style="mso-spacerun: yes"> </SPAN></FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif"> <o:p></o:p></FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif"><SPAN style="FONT-SIZE: 12pt; FONTFAMILY: Arial; mso-fareast-font-family: 'Times New Roman'; mso-ansi-language: EN-US; mso-fareast-language: EN-US; mso-bidilanguage: AR-SA">Please visit TSAGÇÖs Claims Management OfficeGÇÖs website at <A title=blocked::https://claims.tsa.dhs.gov/ href="https://claims.tsa.dhs.gov/"><FONT size=3>https://claims.tsa.dhs.gov</FONT></A><FONT face="Arial, Helvetica, sansserif"><FONT size=3> </FONT></FONT> for information related to filing a claim, replacement forms, checking the status of a claim and other claim related issues.<SPAN style="mso-spacerun: yes"> </SPAN>If you have additional questions that are not addressed on this website, please contact the Claims Management Office at <A href="http://[email protected]/">[email protected]</A>.</SPAN></FONT><FONT face="Arial, Helvetica, sansserif"> </FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif"><o:p></o:p></FONT> </P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif">Once the Claims Management Office has received your claim form, you will be sent a letter of acknowledgement and a claim number.<SPAN style="mso-spacerun: yes"> </SPAN>You should keep the claim number for future reference when inquiring about your claim.<SPAN style="mso-spacerun: yes"> </SPAN>TSA will try to resolve your claim as quickly as possible, but it may need time to make a further investigation of the facts.<SPAN style="mso-spacerun: yes"> </SPAN>If TSA denies your claim, or has not finally resolved it within six months after you have filed it, you may have a right to bring your claim to court.<SPAN style="mso-spacerun: yes"> </SPAN></FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif"></FONT> </P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif"><SPAN style="FONT-SIZE: 12pt; FONTFAMILY: Arial; mso-fareast-font-family: 'Times New Roman'; mso-ansi-language: EN-US; mso-fareast-language: EN-US; mso-bidilanguage: AR-SA"></SPAN></FONT><FONT face="Arial, Helvetica, sans-serif">We appreciate your taking the time to share your thoughts and concerns with us.<SPAN style="mso-spacerun: yes"> </SPAN></FONT><FONT face="Arial, Helvetica, sansserif"><SPAN style="FONT-FAMILY: Arial">We also encourage you to check the latest information at <A href="http://www.tsa.gov/">www.tsa.gov</A>.<o:p></o:p></SPAN></FONT></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt"><FONT face="Arial, Helvetica, sans-serif"><o:p></o:p></FONT> </P><SPAN style="FONT-SIZE: 12pt; FONT-FAMILY: 'Times New Roman'; mso-fareast-font-family: 'Times New Roman'; mso-ansi-language: EN-US; mso-fareast-language: EN-US; mso-bidi-language: AR-SA"><FONT face="Arial, Helvetica, sans-serif">TSA Contact Center</FONT><B style="mso-bidi-font-weight: normal"><U><FONT face="Arial, Helvetica, sans-serif"> <BR style="PAGE-BREAK-BEFORE: always; msospecial-character: line-break" clear=all></FONT></U></B></SPAN><FONT face="Tahoma, Verdana, Arial" size=2></FONT></FONT></FONT></FONT></FONT></FONT></FONT></FONT></FONT></FONT></FONT></DIV> <DIV STYLE="font-family: Arial;color: #000000;"></DIV> </FONT><BR><br><br><DIV>--- Original Message ---<BR>From: <(b) (6) ><BR>Received: 10/20/2008 10:33:41 AM Eastern Standard Time (GMT - 4:00 )<BR>To: "TSA Contact Center" <[email protected]><BR>Subject: TSA Contact Us:
Complaints<BR><BR>THIS GENERATED EMAIL HAS BEEN SENT FROM TSA INTERNET CONTACT US<BR>-----------------------------------------------------------------------------------------------------------<BR>Remote Client IP: (b) (6) <BR>Date Time: 10/19/2008 12:08:07 PM<BR>-----------------------------------------------------------------------------------------------------------<BR><BR> <TABLE style="FONT-SIZE: 12px; WIDTH: 750px" cellSpacing=1 cellPadding=3 border=2> <TBODY> <TR> <TD style="FONT-WEIGHT: bold; WIDTH: 200px">Name:</TD> <TD(b) (6) /TD></TR> <TR> <TD style="FONT-WEIGHT: bold; WIDTH: 200px">Email:</TD> <TD (b) (6) /TD></TR> <TR> <TD style="FONT-WEIGHT: bold; WIDTH: 200px">Complaints:</TD> <TD>Damaged or Missing items in Checked or Carry-on Baggage</TD></TR> <TR> <TD style="FONT-WEIGHT: bold; WIDTH: 200px">Flight Info (If applicable. Enter Flight#/Airline/Terminal/Airport/Gate/Etc):</TD> <TD>US 8029, OKC to ORD</TD></TR> <TR> <TD style="FONT-WEIGHT: bold; WIDTH: 200px">Comments:</TD> <TD>I travel with hi technology items - 50 -80,000 in cameras. I take the time to pack and organize so that items are not broken. WHY CANT YOU REPACK ITEMS CAREFULLY TO AVOID MY STUFF BEING DAMAGED! LOGIC SAYS ITEMS ARE WRAPPED FOR A REASON NOT JUST THROWN PACK INTO THE CASE AND HAVING SUCH ITEMS DAMAGED DUE TO CARELESSNESS! I TRAVEL WEEKLY AND ITS NOW TIME TSA HAS RESPECT FOR MY STUFF LIKE I HAVE RESPECT FOR YOUR EMPLOYEES.</TD></TR></TBODY></TABLE></DIV><BR><BR>------ TCC Control Number: ------<BR><<#250328340179#>></body></html> END RECORD
CONTACT RECORD
EID: 50943712 Contact Type: Contact Date: 2008-10-21 08:27:24 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2008-10-18 06:00:00 Contact Prefix: Contact First Name: Contact Middle Initial: Contact Last Name: Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Caller stated she had damaged glasses and open shampoo bottles that spilled on clothing @ OKC, Body: Agent Notes: Advised caller how to download a claim form online. Advised caller how to download a claim form online. NOI was inside. Caller stated her bag was delayed during her travel and returned to her at 12 noon the next day. Follow Up: To TSOC Date: From TSOC Date: Last Updated By: Last Update Date: Opening Agent: Opened Date: 10/21/2008 8:27:24 AM Linked Event IDs:
(b) (6)
(b) (6)
(b) (6)
Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, Airline: American Airlines -¬American Airlines -¬, Subject Category: Claim Form Requests-Checked Bag - Claim Form Requests-Checked Bag Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 50945058 Contact Type: Contact Date: 2008-10-21 19:39:06 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2008-10-20 16:45:00 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Items missing from checked bag @ (OKC & Boots, jeans, and a belt). Body: Agent Notes: I advised caller to file a claim with the airline. I advised caller to file a claim with the airline. No NOI was found inside of the bag. Caller stated that she has already filed a claim with the airline. I informed caller that the airline makes the rules and regulations for baggage size and weight restrictions. Follow Up: To TSOC Date: From TSOC Date: Last Updated By: Last Update Date: Opening Agent: Opened Date: 10/21/2008 7:39:06 PM Linked Event IDs:
(b) (6)
Responses: Response Airport: OKCOKC,Oklahoma City, OK, USA - Will Rogers World Airport, ORD,Chicago, IL, USA - O'hare International Airport, CAK,Akron/Canton, OH, USA - Akron-Canton Regional Airport, Airline: United Airlines -¬United Airlines -¬, Subject Category: Claim Form Requests - Missing items from Checked Baggage - Claim Form Requests - Missing items from Checked Baggage Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 50945271 Contact Type: Contact Date: 2008-10-22 09:46:13 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2008-10-17 06:15:13 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Items damaged in checked bag @ (OKC & zipper broke and bag torn). Body: Agent Notes: Provided caller with information on the claims process, and walked caller thru website. Provided caller with information on the claims process, and walked caller thru website. NOI inside bag. Follow Up: To TSOC Date: From TSOC Date: Last Updated By: Last Update Date: Opening Agent: Opened Date: 10/22/2008 9:46:13 AM Linked Event IDs:
(b) (6)
Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, Airline: Allegiant AirAllegiant Air, Subject Category: Claim Form Requests-Checked Bag - Claim Form Requests-Checked Bag Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 50953987 Contact Type: Contact Date: 2009-02-25 07:47:49 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2009-02-24 13:50:00 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Caller stated his hair clippers were damaged inside his checked luggage @ OKC, Body: Agent Notes: Provided caller with information on the claims process, and advised caller how to download a claim form. Provided caller with information on the claims process, and advised caller how to download a claim form. NOI was inside. Follow Up: To TSOC Date: From TSOC Date: Last Updated By: Last Update Date: Opening Agent: Opened Date: 2/25/2009 7:47:49 AM Linked Event IDs:
(b) (6)
Responses: Response Airport: OKCOKC,Oklahoma City, OK, USA - Will Rogers World Airport, Airline: American Airlines -¬American Airlines -¬, Subject Category: Claim Form Requests-Checked Bag - Claim Form Requests-Checked Bag Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 50957268 Contact Type: Contact Date: 2008-11-26 18:08:12 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2008-11-26 08:54:00 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Items damaged in checked bag @ (OKC & Cooler) Body: Agent Notes: Provided caller with information on the claims process, and gave web address to down load SF-95 Provided caller with information on the claims process, and gave web address to down load SF-95 Caller states he works for the FAA Flight# 6443 NOI inside of bag Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Opening Agent: Opened Date: 11/26/2008 6:08:12 PM Linked Event IDs:
(b) (6)
Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport Airline: United AirlinesUnited Airlines Subject Category: Claim Form Requests-Checked Bag - Claim Form Requests-Checked Bag Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 50958087 Contact Type: Contact Date: Medium: EMAIL Contact Status: CLOSED Incident Date: Contact Prefix: Contact First Name: Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: (b) (6) Subject: ISSUE, ISSUE, TSA Contact Us: Complaints Body: THIS GENERATED EMAIL HAS BEEN SENT FROM TSA INTERNET CONTACT US -----------------------------------------------------------------------------------------------------------Remote Client IP: (b) (6) Date Time: 11/9/2008 5:28:45 PM ------------------------------------------------------------------------------------------------------------
(b) (6)
Name: Email: Complaints:Items Not Permitted Through the Security Checkpoint Flight Info (If applicable. Enter Flight#/Airline/Terminal/Airport/Gate/Etc):AA 515/Gate 4/OKC Nov. 9, 2008 1:45 pm to DFW Comments:Upon her arrival in Dallas, we talked to a TSA agent about the confiscation of my daughter's swiss army knife at OKC. He said that she had the opportunity to have the item mailed back to her. The agent in OKC NEVER mentioned that to her. In fact, the agent was rude. My daughter would have gladly paid to have the item returned to her. We are really upset about this matter. The knife was a gift, purchased in Europe for her. It it my understanding that when the shift changes, the items taken will be discarded. Call or e-mail me, I would like to discuss this further. The pink, clear plastic swiss army knife had her name on it (b) (6) was about 2 inches long and cost 20 Euros.
(b) (6)
(b) (6)
Agent Notes: PROHIBITED ITEMS -NOT RETRIEVABLE PROHIBITED ITEMS -NOT RETRIEVABLE, Consumer Complaint BCC/CSM Response, Added (the Will Rogers World Airport) to the Consumer Complaint BCC/CSM Response. Merged 2 different responses to address the consumer's concerns. Deleted all paragraphs and sentences that would not assist in answering the consumer's concerns. BCC SHM/CSQIM OKC Follow Up: To TSOC Date: From TSOC Date: Last Updated By: Last Update Date: Opening Agent: Opened Date: 11/10/2008 10:50:25 AM Linked Event IDs:
(b) (6)
(b) (6)
Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, DFW Dallas/Ft Worth, TX, USA - Dallas Ft Worth International, Airline: American Airlines -¬American Airlines -¬, Subject Category: Voluntarily Abandoned Property- Retrieving Abandoned/Confiscated Items - Voluntarily Abandoned Property-
Retrieving Abandoned/Confiscated Items Interaction Type: COMPLAINT Response Email: From: Prior Vendor To: (b) (6) Subject: Re: TSA Contact Us: Complaints <<#255882-347588#>> Body: <html><head><style type="text/css">p {margin-bottom: 0; margin-top: 0;}</style></head><body bgcolor="#ffffff" style="background: #ffffff"> <font size="2"><div style="width:100%;word-wrap:break-word;font-family: Arial;color: #000000;"><P><FONT face=" Helvetica, sansserif,Arial" size=3>Thank you for your e-mail. </FONT></P> <P><FONT face=" Helvetica, sans-serif,Arial" size=3> </FONT> </P> <P><FONT face=" Helvetica, sans-serif,Arial" size=3>These items are referred to as voluntarily abandoned property. Under U.S. General Services Administration (GSA) regulations, an item is deemed voluntarily abandoned if it is GÇ£abandoned to a Federal agency in such a manner as to vest title thereto in the United States.GÇ¥ TSA does not seize or confiscate personal property from passengers. Unfortunately, there are no provisions for returning voluntarily abandoned property.</FONT> </P> <P><FONT face=" Helvetica, sans-serif,Arial" size=3> </FONT> </P> <P><FONT face=" Helvetica, sans-serif,Arial" size=3>Federal agencies follow specific procedures when disposing of excess personal property, including voluntarily abandoned property. Excess personal property means any personal property under the control of any Federal agency that is no longer required for that agencyGÇÖs needs, as determined by the agency head or designee. In general, when a Federal agency determines that it has excess personal property it reports the excess to GSA, which then determines whether there are any Federal requirements for this property. If not, the property becomes surplus property and is available for donation to State and non-Federal activities. TSA does not sell voluntarily abandoned property. The law requires that surplus personal property be distributed to eligible recipients by an agency established by each State for this purpose, the State Agency for Surplus Property (SASP).</FONT> </P> <P><FONT face=" Helvetica, sans-serif,Arial" size=3> </FONT> </P> <P><FONT face=" Helvetica, sans-serif,Arial" size=3>If the property has no commercial value or the estimated cost of its continued care and handling would exceed the estimated proceeds from its sale, it may be destroyed or donated to public bodies. A public body is GÇ£any department, agency, special purpose district, or other instrumentality of a State or local government.GÇ¥ GSA, like other Federal entities, qualifies as a public body and, consequently, is eligible to receive voluntarily abandoned property via donation. </FONT></P> <P><FONT face=" Helvetica, sans-serif,Arial" size=3> </FONT> </P> <P><FONT face=" Helvetica, sans-serif,Arial" size=3>Public body recipients of donated property often sell the items through a variety of means. GSA generally sells this property at public auction. SASPs also sell property at public auction or through other activities, including eBay. Private individuals often purchase the voluntarily abandoned property at public auction and then resell it through eBay or other means. </FONT></P> <P> </P> <P><FONT face=" Helvetica, sans-serif,Arial" size=3>For more information on contacting your local SASP representative, visit GSAGÇÖs website at </FONT><FONT face=" Helvetica, sans-serif,Arial" size=3><A href="http://www.gsa.gov/sasp" shape=rect>www.gsa.gov/sasp</A></FONT><FONT face=" Helvetica, sans-serif,Arial" size=3>. </FONT></P> <P> </P> <P><FONT size=3>Furthermore, b</FONT><FONT face=" Helvetica, sans-serif,Arial" size=3>ecause your complaint is regarding screening at the Will Rogers World Airport, we have forwarded a copy of your email to the Customer Service Manager at that airport. The Customer Service Manager is responsible for ensuring that the screener workforce adheres to TSA principles for professional processing.</FONT> </P> <P><FONT face=" Helvetica, sans-serif,Arial"> </FONT> </P> <P><FONT face=" Helvetica, sans-serif,Arial">We monitor the number and nature of complaints we receive to track trends and spot areas of concern that may require special attention. This ongoing process will enable us to ensure prompt, corrective action whenever we determine that security-screening policies need modification or specific employees or screener teams are the subjects of repeated complaints.</FONT> </P> <P><FONT face=" Helvetica, sans-serif,Arial" size=3> </FONT> </P> <P><FONT face=" Helvetica, sans-serif,Arial" size=3>We hope this information was helpful. </FONT><FONT face=" Helvetica, sans-serif,Arial" size=3> </FONT> </P> <P><FONT face=" Helvetica, sans-serif,Arial" size=3> </FONT> </P> <P><FONT face=" Helvetica, sans-serif,Arial" size=3>TSA Contact Center</FONT> </P></div> </font><br /> <br><br><div>--- Original Message ---<BR>From: < (b) (6) gt;<BR>Received: 11/10/08 10:50:11 AM EST<BR>To: "TSA Contact Center" <[email protected]><BR>Subject: TSA Contact Us: Complaints<BR><BR>THIS GENERATED EMAIL HAS BEEN SENT FROM TSA INTERNET CONTACT US<BR>-----------------------------------------------------------------------------------------------------------<BR>Remote Client IP: (b) (6) <BR>Date Time: 11/9/2008 5:28:45 PM<BR>-----------------------------------------------------------------------------------------------------------<BR><BR> <TABLE style="FONT-SIZE: 12px; WIDTH: 750px" cellSpacing=1 cellPadding=3 border=2> <TBODY> <TR>
<TD style="FONT-WEIGHT: bold; WIDTH: 200px">Name:</TD> <TD>(b) (6) </TD></TR> <TR> <TD style="FONT-WEIGHT: bold; WIDTH: 200px">Email:</TD> <TD>(b) (6) </TD></TR> <TR> <TD style="FONT-WEIGHT: bold; WIDTH: 200px">Complaints:</TD> <TD>Items Not Permitted Through the Security Checkpoint</TD></TR> <TR> <TD style="FONT-WEIGHT: bold; WIDTH: 200px">Flight Info (If applicable. Enter Flight#/Airline/Terminal/Airport/Gate/Etc):</TD> <TD>AA 515/Gate 4/OKC Nov. 9, 2008 1:45 pm to DFW</TD></TR> <TR> <TD style="FONT-WEIGHT: bold; WIDTH: 200px">Comments:</TD> <TD>Upon her arrival in Dallas, we talked to a TSA agent about the confiscation of my daughter's swiss army knife at OKC. He said that she had the opportunity to have the item mailed back to her. The agent in OKC NEVER mentioned that to her. In fact, the agent was rude. My daughter would have gladly paid to have the item returned to her. We are really upset about this matter. The knife was a gift, purchased in Europe for her. It it my understanding that when the shift changes, the items taken will be discarded. Call or e-mail me, I would like to discuss this further. The pink, clear plastic swiss army knife had her name on it (b) (6) was about 2 inches long and cost 20 Euros.<BR><BR (b) (6) BR>817-251-1780</TD></TR></TBODY></TABLE></div> <BR><BR>------ TCC Control Number: ------<BR><<#255882-347588#>></body></html> END RECORD
CONTACT RECORD
EID: 50958352 Contact Type: Contact Date: Medium: EMAIL Contact Status: CLOSED Incident Date: Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: (b) (6) Subject: ISSUE, ISSUE, ISSUE, TSA Contact Us: Complaints Body: THIS GENERATED EMAIL HAS BEEN SENT FROM TSA INTERNET CONTACT US -----------------------------------------------------------------------------------------------------------Remote Client IP: (b) (6) Date Time: 11/9/2008 2:40:32 PM ------------------------------------------------------------------------------------------------------------
Name: (b) (6) Email: (b) (6) Complaints:Items Not Permitted Through the Security Checkpoint Flight Info (If applicable. Enter Flight#/Airline/Terminal/Airport/Gate/Etc):American Airlines flight 515/OKC/Gate 4 1:45 pm flight to Dallas Texas on Nov.9, 2008 Comments con't: long, and has the name (b) (6) on it. It is very special to her. How do we get it returned? She also said that the agent was very rude and surly. Comments:My 18 year old daughter forgot that she had a swiss army pocket knife attached to her key ring and they took it away from her. She has passed through security multiple times before and they had let it pass. The knife was a gift from her sister. It was purchased in Europe and has her name imprinted on it. Is there anyway that it can be returned to us? It is clear plastic, pink, 2 inches Agent Notes: Consumer Complaint BCC/CSM Response Consumer Complaint BCC/CSM Response, PROHIBITED ITEMS- KNIVES, PROHIBITED ITEMS -NOT RETRIEVABLE, Googles flight AA515 and discovered the consumer's daughter's flight flew into the DFW airport. Placed the airport code for OKC into the Consumer Complaint BCC/CSM Response, and BCC: (b) (6) the SHM/CSQIM of the OKC airport. Merged 3 different responses to address the consumer's concerns. Deleted all paragraphs and sentences that would not assist in answering the consumer's concerns. Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Opening Agent: Opened Date: 11/10/2008 10:49:45 AM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, DFW Dallas/Ft Worth, TX, USA - Dallas Ft Worth International, Airline: American Airlines -¬American Airlines -¬, Subject Category: Voluntarily Abandoned Property- Retrieving Abandoned/Confiscated Items - Voluntarily Abandoned PropertyRetrieving Abandoned/Confiscated Items Interaction Type: COMPLAINT
Response Email: From: Prior Vendor To: (b) (6) Subject: Re: TSA Contact Us: Complaints <<#255882-347538#>> Body: <html><head><style type="text/css">p {margin-bottom: 0; margin-top: 0;}</style></head><body bgcolor="#ffffff" style="background: #ffffff"> <font size="2"><div style="width:100%;word-wrap:break-word;font-family: Arial;color: #000000;"><P><FONT size=3>Thank you for your email message. </FONT></P> <P><FONT size=3> </FONT> </P> <P><FONT size=3><U><STRONG>Knives</STRONG></U> and tools <U><STRONG>are prohibited from carry-on luggage</STRONG></U>. While these items are prohibited from your carry-on baggage, they may be transported to your destination in your checked baggage. Any sharp objects packed in checked luggage should be sheathed or securely wrapped to prevent injury to baggage handlers and security screeners.</FONT> </P> <P><FONT size=3> </FONT> </P> <P><U><FONT size=3><STRONG>With that said, the screener determine this item is prohibited and prohibited items are referred to as voluntarily abandoned property.</STRONG></FONT></U><FONT size=3> Under U.S. General Services Administration (GSA) regulations, an item is deemed voluntarily abandoned if it is GÇ£abandoned to a Federal agency in such a manner as to vest title thereto in the United States.GÇ¥ TSA does not seize or confiscate personal property from passengers. <U><STRONG>Unfortunately, there are no provisions for returning voluntarily abandoned property.</STRONG></U></FONT> </P> <P><FONT size=3> </FONT> </P> <P><FONT size=3>Federal agencies follow specific procedures when disposing of excess personal property, including voluntarily abandoned property. Excess personal property means any personal property under the control of any Federal agency that is no longer required for that agencyGÇÖs needs, as determined by the agency head or designee. In general, when a Federal agency determines that it has excess personal property it reports the excess to GSA, which then determines whether there are any Federal requirements for this property. If not, the property becomes surplus property and is available for donation to State and nonFederal activities. TSA does not sell voluntarily abandoned property. The law requires that surplus personal property be distributed to eligible recipients by an agency established by each State for this purpose, the State Agency for Surplus Property (SASP).</FONT> </P> <P><FONT size=3> </FONT> </P> <P><FONT size=3>If the property has no commercial value or the estimated cost of its continued care and handling would exceed the estimated proceeds from its sale, it may be destroyed or donated to public bodies. A public body is GÇ£any department, agency, special purpose district, or other instrumentality of a State or local government.GÇ¥ GSA, like other Federal entities, qualifies as a public body and, consequently, is eligible to receive voluntarily abandoned property via donation. </FONT></P> <P><FONT size=3> </FONT> </P> <P><FONT size=3>Public body recipients of donated property often sell the items through a variety of means. GSA generally sells this property at public auction. SASPs also sell property at public auction or through other activities, including eBay. Private individuals often purchase the voluntarily abandoned property at public auction and then resell it through eBay or other means. For more information on contacting your local SASP representative, visit GSAGÇÖs website at <A href="http://www.gsa.gov/sasp" shape=rect>www.gsa.gov/sasp</A>. </FONT></P> <P><FONT size=3> </FONT> </P> <P><FONT size=3>Additionally, because your complaint is regarding screening at OKC, we have forwarded a copy of your email to the Customer Service Manager at that airport. The Customer Service Manager is responsible for ensuring that the screener workforce adheres to TSA principles for professional processing.</FONT> </P> <P><FONT size=3> </FONT> </P> <P><FONT size=3>We monitor the number and nature of complaints we receive to track trends and spot areas of concern that may require special attention. This ongoing process will enable us to ensure prompt, corrective action whenever we determine that securityscreening policies need modification or specific employees or screener teams are the subjects of repeated complaints.</FONT> </P> <P><FONT size=3> </FONT> </P> <P></P> <P><FONT size=3>We encourage you to check the latest information at <A href="http://www.tsa.gov/" shape=rect>www.tsa.gov</A>.</FONT> </P> <P> </P> <P> </P> <P><FONT size=3>TSA Contact Center</FONT> </P> <P><BR clear=none> </P></div> </font><br /> <br><br><div>--- Original Message ---<BR>From: < (b) (6) <BR>Received: 11/10/08 10:49:44 AM EST<BR>To: "TSA Contact Center" <[email protected]><BR>Subject: TSA Contact Us: Complaints<BR><BR>THIS GENERATED EMAIL HAS BEEN SENT FROM TSA INTERNET CONTACT US<BR>-----------------------------------------------------------------------------------------------------------<BR>Remote Client IP: (b) (6) <BR>Date Time: 11/9/2008 2:40:32 PM<BR>-----------------------------------------------------------------------------------------------------------<BR><BR> <TABLE style="FONT-SIZE: 12px; WIDTH: 750px" cellSpacing=1 cellPadding=3 border=2> <TBODY>
<TR> <TD style="FONT-WEIGHT: bold; WIDTH: 200px">Name:</TD> <TD>(b) (6) </TD></TR> <TR> <TD style="FONT-WEIGHT: bold; WIDTH: 200px">Email:</TD> <TD(b) (6) /TD></TR> <TR> <TD style="FONT-WEIGHT: bold; WIDTH: 200px">Complaints:</TD> <TD>Items Not Permitted Through the Security Checkpoint</TD></TR> <TR> <TD style="FONT-WEIGHT: bold; WIDTH: 200px">Flight Info (If applicable. Enter Flight#/Airline/Terminal/Airport/Gate/Etc):</TD> <TD>American Airlines flight 515/OKC/Gate 4<BR>1:45 pm flight to Dallas Texas on Nov.9, 2008<BR><BR>Comments con't: long, and has the name (b) (6) on it. It is very special to her. How do we get it returned? She also said that the agent was very rude and surly.</TD></TR> <TR> <TD style="FONT-WEIGHT: bold; WIDTH: 200px">Comments:</TD> <TD>My 18 year old daughter forgot that she had a swiss army pocket knife attached to her key ring and they took it away from her. She has passed through security multiple times before and they had let it pass. The knife was a gift from her sister. It was purchased in Europe and has her name imprinted on it. Is there anyway that it can be returned to us? It is clear plastic, pink, 2 inches</TD></TR></TBODY></TABLE></div> <BR><BR>------ TCC Control Number: ------<BR><<#255882-347538#>></body></html> END RECORD
CONTACT RECORD
EID: 50961222 Contact Type: Contact Date: Medium: EMAIL Contact Status: CLOSED Incident Date: Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: (b) (6) Subject: ISSUE, my luggage search Body: I flew from Orlando to Oklahoma City today (Nov. 13) and when I arrived home and unpacked, I had the TSA notice of baggage inspection slip in my luggage to let me know that my bag was physically inspected. Normally, I wouldn't worry about this because I know that the screeners are doing their job trying to keep us safe. But I want to let you know that I was upset to see what they had done in my bag- First of all, I had 3 files of papers that were gone through and disorganized- it looks like they were dropped and then just stuffed back into random file folders- this worries me- why would they need to look at papers? Secondly, a prescription pill bottle was taken from my make-up case, opened and not closed properly so that pills were broken all over my luggage- I even found a pill in a separate zipped compartment! My pills were in my make-up case but were just thrown into the main luggage when I opened my bag! Eyeshadow and blush compacts were taken out of the make-up kit and inspected- luckily they were closed but their brushes were just dropped separately back into my luggage- very weird! I wonder if perhaps this could have happened after my bag left screening and when it was in baggage handling in Orlando. I was 2 hours early and so maybe the bag was left unattended? I have never had this experience before with screening and so I would appreciate a response from you. Has this been a common complaint in Orlando? I fly frequently and I am turning around again tomorrow morning to fly to Colorado and I am worried about a repeat of this fiasco. Also, I now don't have my allergy medication and this will make it very uncomfortable for me when I am traveling this weekend. I will wait for your response. Thankyou, (b) (6)
_____ Get movies delivered to your mailbox. One month free from blockbuster.com <http://pr.atwola.com/promoclk/100000075x1213269171x1200850855/aol?redir=https://www.blockbuster.com/signup/y/reg/p.26978/r.email _footer> Agent Notes: General Complaint w/Claim Response General Complaint w/Claim Response, Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Opening Agent: Opened Date: 11/14/2008 10:36:08 AM Linked Event IDs: Responses: Response Airport: OKCOKC,Oklahoma City, OK, USA - Will Rogers World Airport, Airline: Subject Category: Mishandling of Passengers Property - Disarrayed Carry-on/Checked Baggage - Mishandling of Passengers Property Disarrayed Carry-on/Checked Baggage Interaction Type: COMPLAINT
Response Email: From: Prior Vendor To: (b) (6) Subject: Re: my luggage search <<#257169-349169#>> Body: <html><head><style type="text/css">p {margin-bottom: 0; margin-top: 0;}</style></head><body bgcolor="#ffffff" style="background: #ffffff"> <font size="2"><div style="width:100%;word-wrap:break-word;font-family: Arial;color: #000000;"><P><FONT face=" Helvetica, sansserif,Arial" size=3>Thank you for your electronic mail message concerning your travel experience. </FONT></P> <P><FONT size=3> </FONT> </P> <P><FONT face=" Helvetica, sans-serif,Arial" size=3>Enhanced security measures require that all checked baggage undergo some form of screening for prohibited items. Physical search of the luggage is required to clear every alarm. TSA screeners should exercise great care during the screening process to ensure that passengers' belongings are returned and not damaged when a bag needs to be opened. Unfortunately, on some occasions the screening process may fall short of our established standard. We apologize if these high standards were not met.</FONT> </P> <P><FONT face=" Helvetica, sans-serif,Arial" size=3> </FONT> </P> <P><FONT face=" Helvetica, sans-serif,Arial" size=3>We monitor the number and nature of complaints we receive to track trends and spot areas of concern that may require special attention. This ongoing process will enable us to ensure prompt, corrective action whenever we determine that security screening policies need modification or specific employees or screener teams are the subject of repeated complaints.</FONT> </P> <P><FONT face=" Helvetica, sans-serif,Arial" size=3> </FONT> </P> <P><FONT face=" Helvetica, sans-serif,Arial" size=3>The Transportation Security Administration (TSA) is responsible for reviewing all claims relating to the screening of passengers and their baggage. In order to protect your rights under federal law and to file a valid claim, you must send your claim in writing to TSA, stating the circumstances of the loss and the exact amount you are claiming (fair market value of lost or destroyed property, reasonable cost of repair for damaged property), within two years after your claim accrued. The claim must be signed by you or your authorized representative (e.g., an attorney or other personal representative with appropriate proof of authority). </FONT></P> <P><FONT face=" Helvetica, sans-serif,Arial" size=3> </FONT> </P> <P><FONT face=" Helvetica, sans-serif,Arial" size=3>You can satisfy the notice requirement by filling out the attached Standard Form 95 (claim form) in accordance with the instructions, and returning it to the address in box #1. Please be sure to follow the instructions carefully, and to fill out the claim form completely. While use of the form is not mandatory, it will help you ensure that you meet the legal requirements for filing a claim. </FONT></P> <P><FONT face=" Helvetica, sans-serif,Arial" size=3> </FONT> </P> <P><FONT face=" Helvetica, sans-serif,Arial" size=3>Please visit TSAGÇÖs Claims Management OfficeGÇÖs website at </FONT><FONT face=" Helvetica, sans-serif,Arial" size=3><A href="https://claims.tsa.dhs.gov/" shape=rect>https://claims.tsa.dhs.gov</A></FONT><FONT face=" Helvetica, sans-serif,Arial" size=3> for information related to filing a claim, replacement forms, checking the status of a claim and other claim related issues. If you have additional questions that are not addressed on this website, please contact the Claims Management Office at </FONT><FONT face=" Helvetica, sansserif,Arial" size=3><A href="http://[email protected]/" shape=rect>[email protected]</A></FONT><FONT face=" Helvetica, sans-serif,Arial" size=3>. </FONT></P> <P><FONT face=" Helvetica, sans-serif,Arial" size=3> </FONT> </P> <P><FONT face=" Helvetica, sans-serif,Arial" size=3>Once the Claims Management Office has received your claim form, you will be sent a letter of acknowledgement and a claim number. You should keep the claim number for future reference when inquiring about your claim. TSA will try to resolve your claim as quickly as possible, but it may need time to make a further investigation of the facts. If TSA denies your claim, or has not finally resolved it within six months after you have filed it, you may have a right to bring your claim to court. </FONT></P> <P><FONT size=3> </FONT> </P> <P><FONT face=" Helvetica, sans-serif,Arial" size=3>We appreciate your taking the time to share your thoughts and concerns with us. We also encourage you to check the latest information at </FONT><FONT face=" Helvetica, sans-serif,Arial" size=3><A href="http://www.tsa.gov/" shape=rect>www.tsa.gov</A></FONT><FONT face=" Helvetica, sans-serif,Arial" size=3>.</FONT> </P> <P><FONT face=" Helvetica, sans-serif,Arial" size=3> </FONT> </P> <P><FONT face="Arial, Helvetica, sans-serif" size=3>TSA Contact Center</FONT><FONT face=" Helvetica, sans-serif,Arial"> </FONT></P></div> </font><br /> <br><br><div>--- Original Message ---<BR>From: <(b) (6) ><BR>Received: 11/14/08 10:36:00 AM EST<BR>To: "TSA Contact Center" <[email protected]><BR>Subject: my luggage search<BR><BR><FONT face="Arial, Helvetica, sansserif">I flew from Orlando to Oklahoma City today (Nov. 13) and when I arrived home and unpacked, I had the TSA notice of baggage inspection slip in my luggage to let me know that my bag was physically inspected. Normally, I wouldn't worry about this because I know that the screeners are doing their job trying to keep us safe. But I want to let you know that I was upset to see what they had done in my bag- First of all, I had 3 files of papers that were gone through and disorganized- it looks like they were dropped and then just stuffed back into random file folders- this worries me- why would they need to look at papers? Secondly, a prescription pill bottle was taken from my make-up case, opened and not closed properly so that pills were broken all over my luggage- I even found a pill in a separate zipped compartment! My pills were in my make-up case but were just thrown into the main luggage when I opened my bag! Eyeshadow and blush compacts were taken out of the make-up kit and inspected- luckily they were closed but their brushes were just dropped separately back into my luggage- very weird! I wonder if perhaps this could have happened after my bag left
screening and when it was in baggage handling in Orlando. I was 2 hours early and so maybe the bag was left unattended? I have never had this experience before with screening and so I would appreciate a response from you. Has this been a common complaint in Orlando? I fly frequently and I am turning around again tomorrow morning to fly to Colorado and I am worried about a repeat of this fiasco. Also, I now don't have my allergy medication and this will make it very uncomfortable for me when I am traveling this weekend. I will wait for your response. Thank-you, (b) (6) <BR></FONT> <DIV class=aol_ad_footer id=MAILCIADB041-5c42491d1a72e6><BR><FONT style="FONT: 10pt ARIAL, SAN-SERIF; COLOR: black"> <HR style="MARGIN-TOP: 10px"> </HR>Get movies delivered to your mailbox. <A href="http://pr.atwola.com/promoclk/100000075x1213269171x1200850855/aol?redir=https://www.blockbuster.com/signup/y/reg/p.26978/r. email_footer">One month free from blockbuster.com</A> </DIV></FONT></div> <BR><BR>------ TCC Control Number: ------<BR><<#257169-349169#>></body></html> END RECORD
CONTACT RECORD
EID: 50971582 Contact Type: Contact Date: 2008-11-30 13:33:33 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2008-11-30 06:00:00 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: (b) (6) Contact State: (b) (6) Contact Zip: (b) (6) Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Caller wanted to report that screener made mess of checked bag and items were not re-packed properly after screening at (OKC). Mailed claim form 12/1/08. Body: Agent Notes: Advised caller we would note issue, and an FYI will be sent to the CSM at that airport who oversees the screening operation. Offered a claim form. Advised caller we would note issue, and an FYI will be sent to the CSM at that airport who oversees the screening operation. Offered a claim form.Advised caller we would note issue, and an FYI will be sent to the CSM at that airport who oversees the screening operation. Mailed claim form 12/1/08 The TCC received the following information as an FYI. We are forwarding this information to you for your review.
(b) (6)
For Your Information: (b) (6) wanted to report that items were not re-packed properly after screening at OKC. According to (b) (6) he had bubble wrap around a vintage video information system to protect the item, and upon arrival to his destination he discovered the bubble wrap was removed and "ripped" off, which left the system vulnerable in cargo. (b) (6) stated that consequently, the video information system (it's a vintage gaming system) was damaged. He feels that the screener's need to re-pack the items properly, and if they cannot, they should page the passenger and have them contact the passenger personally to re-pack the item, or they should invest in bubble wrap so that if they remove someone's bubble wrapping, they can place new bubble wrap inside. He was given information on how to file a claim with TSA, and did not wish to speak to a manager regarding this issue. Date of Incident: 11/30/08 Customer Name: (b) (6) Customer Contact Information: (b) (6) Airport: OKC Airline: Southwest Flight#: 3522 Terminal/Gate: doesn't recall Check In/Incident Time: 6:00 Carry On or Checked Baggage: checked Baggage Tag Number: CS 495565 Event ID #: 300195369681130 NOI: yes Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Opening Agent: Opened Date: 11/30/2008 1:33:33 PM Linked Event IDs:
Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, PHX Phoenix, AZ, USA - Sky Harbor International Airport, Airline: Southwest AirlinesSouthwest Airlines, Subject Category: Mishandling of Passengers Property - Disarrayed Carry-on/Checked Baggage - Mishandling of Passengers Property Disarrayed Carry-on/Checked Baggage Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 50971978 Contact Type: Contact Date: 2008-11-28 11:28:01 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2008-10-18 11:28:01 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Caller filled out a claim form and mailed in and has not got a response back yet. Body: Agent Notes: Advised caller that it would take 2-3 weeks to get a response back after they recieve her documentation. Advised caller that it would take 2-3 weeks to get a response back after they recieve her documentation. Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Opening Agent: Opened Date: 11/28/2008 11:28:01 AM Linked Event IDs: Responses: Response Airport: OKCOKC,Oklahoma City, OK, USA - Will Rogers World Airport, DFW,Dallas/Ft Worth, TX, USA - Dallas Ft Worth International, ATL,Atlanta, GA, USA - Hartsfield International, PNS,Pensacola, FL, USA, Airline: Delta Air Lines -¬Delta Air Lines -¬, Subject Category: Claim Form Requests-Carry On - Claim Form Requests-Carry On Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 50976121 Contact Type: Contact Date: 2008-12-03 21:52:07 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2008-12-03 10:10:00 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: USA Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Items missing from checked bag @ (TUL & Two or three missing wrapped packages). Body: Agent Notes: Provided Lost and Found information to caller and advised how to submit a SF-95 claim form from the internet. Provided Lost and Found information to caller and advised how to submit a SF-95 claim form from the internet. Caller stated that there is a NOI in the bag that has wrapped gifts. Caller stated that there are a few packages still in the bag, that are wrapped. Follow Up: To TSOC Date: From TSOC Date: Last Updated By: Last Update Date: Opening Agent: Opened Date: 12/3/2008 9:52:07 PM Linked Event IDs:
(b) (6)
Responses: Response Airport: OKCOKCTUL Tulsa, OK, USA - Tulsa International, PHX Phoenix, AZ, USA - Sky Harbor International Airport, PDX Portland, OR, USA - Portland International Airport, Airline: Southwest AirlinesSouthwest Airlines, Subject Category: Claim Form Requests - Missing items from Checked Baggage - Claim Form Requests - Missing items from Checked Baggage Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 50979382 Contact Type: Contact Date: Medium: EMAIL Contact Status: CLOSED Incident Date: Contact Prefix: Contact First Name: Contact Middle Initial: (b) (6) Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: (b) (6) Subject: ISSUE, Cutting Off a TSA Baggage Lock Body: Sir,
(b) (6)
I was enroute from OKC-DFW-DCA and when I got to DCA I had a note in my bag of Notice Of Baggage Inspection. I have of course got these before but this is the first time my TSA Lock has ever been cut off. I got these locks because of the recommendations on your web site TSA.GOV: TSA screens every passenger's baggage before it is placed on an airplane. While our technology allows us to electronically screen bags, there are times when we need to physically inspect a piece of luggage. TSA has worked with several companies to develop locks that can be opened by security officers using universal "master" keys so that the locks may not have to be cut. These locks are available at airports and travel stores nationwide. The packaging on the locks indicates whether they can be opened by TSA.
I was told by one of your security screeners that even though I have a TSA Lock, sometimes the person inspecting the bags will still cut off the lock because it is easier then going to get the key to unlock it. I really don't expect any response I just thought I would relay this incident.
(b) (6)
Agent Notes: Approved Locks w/ Claim Request Response Approved Locks w/ Claim Request Response, Follow Up: To TSOC Date: From TSOC Date: Last Updated By: Last Update Date: Opening Agent: Opened Date: 12/8/2008 11:22:07 AM Linked Event IDs:
(b) (6)
Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, DFW Dallas/Ft Worth, TX, USA - Dallas Ft Worth International, DCA Washington, DC, USA - Ronald Reagan National Airport, Airline: Subject Category: TSA Accepted Locks - Missing or Damaged - TSA Accepted Locks - Missing or Damaged
Interaction Type: COMPLAINT Response Email: From: Prior Vendor To:(b) (6) Subject: Re: Cutting Off a TSA Baggage Lock <<#264960-358878#>> Body: <html><head><style type="text/css">p {margin-bottom: 0; margin-top: 0;}</style></head><body bgcolor="#ffffff" style="background: #ffffff"> <font size="2"><div style="width:100%;word-wrap:break-word;font-family: Arial;color: #000000;"><P><FONT face=" Helvetica, sansserif,Arial">Thank you for your e-mail message concerning the destruction of your TSA Approved Lock. </FONT></P> <P> </P> <P><FONT face=" Helvetica, sans-serif,Arial">These locks were developed through cooperation between luggage, lock and travel accessory manufacturers and the TSA. </FONT><FONT face=" Helvetica, sans-serif,Arial">Under this system, TSA screeners are able to unlock and then relock luggage without damage through the use of passkey sets that are available to TSA screeners. These locks are accepted and recognized by the TSA for use at all airports where TSA screening is performed. </FONT></P> <P> </P> <P><FONT face=" Helvetica, sans-serif,Arial">However, TSA does not approve or endorse this particular product and we expect additional vendors to provide different versions of these "Dual Custody" padlocks to the retail market. While we cannot guarantee that the TSA accepted locks will not be broken during security screening, we do request that you report such incidents to the TSA Contact Center (TCC) so that we can take appropriate action. </FONT></P> <P> </P> <P><FONT face=" Helvetica, sans-serif,Arial">Additional information on these products can be found on the Travel Sentry web site at </FONT><FONT face="Arial, Helvetica, sans-serif" color=#0000ff><U>www.travelsentry.org</U></FONT><FONT face=" Helvetica, sansserif,Arial"> and on the Safe Skies web site at </FONT><FONT face="Arial, Helvetica, sans-serif" color=#0000ff><U>www.safeskieslocks.com</U></FONT><FONT face=" Helvetica, sans-serif,Arial">.</FONT> </P> <P><FONT face=" Helvetica, sans-serif,Arial">We have attached a copy of our claims form so that you may seek compensation for the replacement of your lock. While use of the form is not mandatory, it will help you ensure that you meet the legal requirements for filing a claim. </FONT></P> <P> </P> <P><FONT face=" Helvetica, sans-serif,Arial">In order to protect your rights under federal law and to file a valid claim, you must send your claim in writing to TSA, stating the circumstances of the loss and the exact amount you are claiming (fair market value of lost or destroyed property, reasonable cost of repair for damaged property), within two years after your claim accrued. The claim must be signed by you or your authorized representative (e.g., an attorney or other personal representative with appropriate proof of authority). </FONT></P> <P> </P> <P><FONT face=" Helvetica, sans-serif,Arial">You can satisfy the notice requirement by filling out the attached Standard Form 95 (claim form) in accordance with the instructions, and returning it to the address in box #1. Please be sure to follow the instructions carefully, and to fill out the claim form completely. </FONT></P> <P> </P> <P><FONT face=" Helvetica, sans-serif,Arial">Once the Claims Management Office has received your claim form, you will be sent a letter of acknowledgement and a claim number. You should keep the claim number for future reference when inquiring about your claim. TSA will try to resolve your claim as quickly as possible, but it may need time to make a further investigation of the facts. If TSA denies your claim, or has not finally resolved it within six months after you have filed it, you may have a right to bring your claim to court. </FONT></P> <P> </P> <P><FONT face=" Helvetica, sans-serif,Arial">Please visit TSAGÇÖs Claims Management OfficeGÇÖs website at </FONT><A title=blocked::https://claims.tsa.dhs.gov/ href="https://claims.tsa.dhs.gov/" shape=rect><FONT face=" Helvetica, sansserif,Arial">https://claims.tsa.dhs.gov</FONT></A><FONT face=" Helvetica, sans-serif,Arial"> for information related to filing a claim, checking the status of a claim and other claim related issues.</FONT> </P> <P> </P> <P> </P> <P><FONT face=" Helvetica, sans-serif,Arial">TSA Contact Center</FONT> </P> <P> </P> <P> </P></div> </font><br /> <br><br><div>--- Original Message ---<BR>From: &l (b) (6) gt;<BR>Received: 12/8/08 11:22:06 AM EST<BR>To: "TSA Contact Center" <[email protected]><BR>Subject: Cutting Off a TSA Baggage Lock<BR><BR><FONT face="Default Sans Serif,Verdana,Arial,Helvetica,sans-serif" size=2> <DIV>Sir,</DIV> <DIV> </DIV> <DIV>I was enroute from OKC-DFW-DCA and when I got to DCA I had a note in my bag of Notice Of Baggage Inspection. I have of course got these before but this is the first time my TSA Lock has ever been cut off. I got these locks because of the recommendations on your web site </DIV> <DIV> </DIV>
<DIV>TSA.GOV:</DIV> <DIV> </DIV> <DIV><FONT color=#ff0000>TSA screens every passenger's baggage before it is placed on an airplane. While our technology allows us to electronically screen bags, there are times when we need to physically inspect a piece of luggage. TSA has worked with several companies to develop locks that can be opened by security officers using universal "master" keys so that the locks may not have to be cut. These locks are available at airports and travel stores nationwide. The packaging on the locks indicates whether they can be opened by TSA.<BR></FONT></DIV> <DIV><FONT color=#ff0000></FONT> </DIV> <DIV><FONT color=#000000>I was told by one of your security screeners that even though I have a TSA Lock, sometimes the person inspecting the bags will still cut off the lock because it is easier then going to get the key to unlock it. I really don't expect any response I just thought I would relay this incident.</FONT></DIV> <DIV> </DIV> <DIV>(b) (6) /DIV> <DIV><FONT color=#ff0000> </DIV></FONT> <DIV><BR (b) (6) <BR>A(b) (6) <BR>Ph: (b) (6) <BR></DIV> <DIV><BR> </DIV></FONT></div> <BR><BR>------ TCC Control Number: ------<BR><<#264960-358878#>></body></html> END RECORD
CONTACT RECORD
EID: 50979460 Contact Type: Contact Date: Medium: EMAIL Contact Status: CLOSED Incident Date: Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: (b) (6) Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: (b) (6) Subject: ISSUE, Bag Inspection Body: I traveled yesterday from Oklahoma City to Orange County Ca.. It had a lay over in Dallas/Ft. Worth. My bag was inspected which I don't have an issue with. They did not close it up properly. It is a soft bag and has zippers and buckle straps which were left open and the zippers were not shut all the way. If it came open and all my stuff fell out, I would have had to deal with it. That is not necessary. Have your people do the job correctly. It is reflective of your whole approach. Meaning, what are you guys missing in your inspections. LAX is the worst and I fly out of there often. Makes me worry about our safety in general. Thank You
(b) (6)
Agent Notes: General Complaint & Falling Short of Standard General Complaint & Falling Short of Standard, Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Opening Agent: Opened Date: 12/8/2008 4:45:24 PM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, DFW Dallas/Ft Worth, TX, USA - Dallas Ft Worth International, SNA Santa Ana, CA, USA - John Wayne Airport, Airline: Subject Category: Mishandling of Passengers Property - Disarrayed Carry-on/Checked Baggage - Mishandling of Passengers Property Disarrayed Carry-on/Checked Baggage Interaction Type: COMPLAINT Response Email: From: Prior Vendor To: (b) (6) Subject: Re: Bag Inspection <<#265127-359083#>> Body: <html><head><style type="text/css">p {margin-bottom: 0; margin-top: 0;}</style></head><body bgcolor="#ffffff" style="background: #ffffff"> <font size="2"><div style="width:100%;word-wrap:break-word;font-family: Arial;color: #000000;"><P><FONT face=" Helvetica, sans-
serif,Arial">Thank you for your electronic mail message. We are sorry you were unhappy with your recent travel experience and hope that the following information will be helpful. </FONT></P> <P><FONT face=" Helvetica, sans-serif,Arial"> </FONT> </P> <P><FONT face=" Helvetica, sans-serif,Arial">One of our key objectives has been to ensure that all passengers consistently receive professional and courteous checkpoint processing while maintaining our high level of security. Along with expanded training on the enhanced security procedures, each Federal airport screener receives training on professional and courteous conduct to make the process run smoothly and reduce the inconvenience to the public. </FONT></P> <P><FONT face=" Helvetica, sans-serif,Arial"> </FONT> </P> <P><FONT face=" Helvetica, sans-serif,Arial">Enhanced security measures require that all checked baggage undergo some form of screening for prohibited items. A variety of security measures are applied to the baggage and/or persons of passengers selected through the screening process, including random searches. Physical search of the luggage is required to clear every alarm. TSA screeners should exercise great care during the screening process to ensure that passengers' belongings are returned and not damaged when a bag needs to be opened. Unfortunately, on some occasions the screening process may fall short of our established standard. We apologize if these high standards were not met.</FONT> </P> <P><FONT face=" Helvetica, sans-serif,Arial"> </FONT> </P> <P><FONT face=" Helvetica, sans-serif,Arial">We monitor the number and nature of complaints we receive to track trends and spot areas of concern that may require special attention. This ongoing process will enable us to ensure prompt, corrective action whenever we determine that security-screening policies need modification or specific employees or screener teams are the subjects of repeated complaints.</FONT> </P> <P><FONT face=" Helvetica, sans-serif,Arial"> </FONT> </P> <P><FONT face=" Helvetica, sans-serif,Arial">We appreciate your taking the time to share your thoughts and concerns with us. </FONT></P> <P><FONT face=" Helvetica, sans-serif,Arial"> </FONT> </P> <P><FONT face=" Helvetica, sans-serif,Arial"> </FONT> </P> <P><FONT face=" Helvetica, sans-serif,Arial">TSA Contact Center</FONT> </P> <P><FONT face=" Helvetica, sans-serif,Arial"> </FONT> </P> <P><FONT face=" Helvetica, sans-serif,Arial"><BR clear=none></FONT> </P></div> </font><br /> <br><br><div>--- Original Message ---<BR>From: (b) (6) DDS" < (b) (6) gt;<BR>Received: 12/8/08 4:45:24 PM EST<BR>To: "TSA Contact Center" <[email protected]><BR>Subject: Bag Inspection<BR><BR> <META content="MS Exchange Server version 6.5.7651.59" name=Generator><!-- Converted from text/plain format --> <P><FONT size=2>I traveled yesterday from Oklahoma City to Orange County Ca.. It had a </FONT><BR><FONT size=2>lay over in Dallas/Ft. Worth. My bag was inspected which I don't have </FONT><BR><FONT size=2>an issue with. They did not close it up properly. It is a soft bag and </FONT><BR><FONT size=2>has zippers and buckle straps which were left open and the zippers </FONT><BR><FONT size=2>were not shut all the way.</FONT> <BR><FONT size=2>If it came open and all my stuff fell out, I would have had to deal </FONT><BR><FONT size=2>with it. That is not necessary. Have your people do the job correctly. </FONT><BR><FONT size=2>It is reflective of your whole approach. Meaning, what are you guys </FONT><BR><FONT size=2>missing in your inspections. LAX is the worst and I fly out of there </FONT><BR><FONT size=2>often. Makes me worry about our safety in general.</FONT> <BR><FONT size=2>Thank You</FONT><BR><FONT size=2>(b) (6) (b) (6) DDS</FONT></P></div> <BR><BR>------ TCC Control Number: ------<BR><<#265127-359083#>></body></html> END RECORD
CONTACT RECORD
EID: 50982821 Contact Type: Contact Date: 2008-12-13 11:18:06 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2008-12-11 11:18:06 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Caller TSA accepted lock was broken Body: Agent Notes: Advised of lost and found and claims Advised of lost and found and claims NOI: Yes Computer was taken out of padding case Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Opening Agent: Opened Date: 12/13/2008 11:18:06 AM Linked Event IDs:
(b) (6)
(b) (6)
Responses: Response Airport: OKCOKC,Oklahoma City, OK, USA - Will Rogers World Airport, DFW Dallas/Ft Worth, TX, USA - Dallas Ft Worth International, PHL Philadelphia, PA, USA - Philadelphia International Airport, Airline: American Airlines -¬American Airlines -¬, Subject Category: TSA Accepted Locks - Missing or Damaged - TSA Accepted Locks - Missing or Damaged Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 50987328 Contact Type: Contact Date: 2008-12-17 17:49:52 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2008-12-14 15:15:52 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: (b) (6) Contact Address 2: Contact City: (b) (6) Contact State: (b) (6) Contact Zip: (b) (6) Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Items missing from checked bag@( a digital camera ) Body: Agent Notes: Provided caller with claims process information.. Provided caller with claims process information.. Caller departed from OKC gate D-10 on Continental Airlines flight # 502 enroute to IAH then to LCH. The baggage CO-9058 Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Opening Agent: Opened Date: 12/17/2008 5:49:52 PM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, IAH Houston, TX, USA - Houston Intercontinental, LCH Lake Charles, LA, USA - Municipal, LFT Lafayette / New Iberia, LA, USA - Municipal, Airline: Continental Airlines (present) -¬Continental Airlines (present) -¬, Subject Category: Claim Form Requests - Missing items from Checked Baggage - Claim Form Requests - Missing items from Checked Baggage Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 50988326 Contact Type: Contact Date: 2008-12-18 19:50:17 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2008-12-17 05:00:17 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Items damaged in checked bag @ (OKC was cough syrup wasted on clothes in luggage. Claim form will be downloaded. Body: Agent Notes: Provided caller with information on the claims process, and SF-95 will be downloaded. Provided caller with information on the claims process, and SF-95 will be downloaded. Flt - 1903 Bag Claim - 6006DL478129 Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Opening Agent: Opened Date: 12/18/2008 7:50:17 PM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, SAN San Diego, CA, USA - Lindbergh International Airport, Airline: American Airlines -¬American Airlines -¬, Subject Category: Claim Form Requests-Checked Bag - Claim Form Requests-Checked Bag Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 50990396 Contact Type: Contact Date: 2008-12-16 06:15:39 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2008-12-22 12:28:39 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Items missing from checked bag@( 800.00: OKC). and luggage was cut open. Body: Agent Notes: Provided caller with claims process information. Provided caller with claims process information. Caller departed from OKC on Southwest Airlines flt# 3091 to STL then flt# 1780 to FLL. The baggage claim # OKC-S332809 Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Opening Agent: Opened Date: 12/22/2008 12:28:39 PM Linked Event IDs:
(b) (6)
Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, STL St Louis, MO, USA - Lambert-St Louis Internatl, FLL Ft Lauderdale, FL, USA - Ft Lauderdale/Hollywood Intl Apt, Airline: Southwest AirlinesSouthwest Airlines, Subject Category: Claim Form Requests - Missing items from Checked Baggage - Claim Form Requests - Missing items from Checked Baggage Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 50992298 Contact Type: Contact Date: 2008-12-23 23:22:52 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2008-12-23 10:00:00 Contact Prefix: Contact First Name: Contact Middle Initial: Contact Last Name: Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: (b) (6) Fulfillment Sent: Mail Return Date: Contact Email: Subject: Caller stated that Loritab prescription medication, 1 pair of Levi jeans, a black leather toiletry case and hand-book was missing from 2 check bags at OKC. Body: Agent Notes: Informed caller that I will send a note informing the CSM at OKC. Faxed a SF-95 to Caller 12/23/2008. Informed caller that I will send a note informing the CSM at OKC. Faxed a SF-95 to Caller 12/23/2008. Caller stated that a NOI was in the bag with the medicine and Levis, and there was no NOI in the bag with the missing book.
(b) (6)
(b) (6)
Caller stated the pain medication was given by the doctor as an emergency prescriton for the 2 weeks they were to be on vacation. The hand-made book was in a santa bag. The checkbags were under (b)
(6)
Flight # 515 Baggag Tag # 6001062944, 6001062945, 6001062996, 6001062947 ___________________________________________________________________________________________ 4).
(b) (6)
The following information has been received by the TSA Contact Center and it is being forwarded to you for your review and/or follow-up. Please reply by email, to the TCC Customer Service Representative sending this message, with the actions taken to resolve this consumers' issue. Brief Description: (b) (6) stated that there was a NOI in he husband's checked bag and his Loritab prescription medication, 1 pair of Levi jeans, a black leather toiletry case and a hand-book was missing from 2 check bags at OKC. (b) (6) stated that her husband medication was an emergency prescrition for the 2 weeks they were to be away. (b) (6) would like the CSM at OKC to contact her regarding this incident. (b) (6) was provided the TSA Lost & Found number at OKC and the claim option and procedure. Date of Incident: 12/23/2008 Customer Name: (b) (6) Customer Contact Information: (b) (6) Airport: OKC Airline: American Airlines Flight#: 515 Terminal/Gate: N/A Check In/Incident Time: 10:00:00 AM Carry On or Checked Baggage: Checked Baggage Baggage Tag Number: Two out of: 6001062944, 6001062945, 6001062996, 6001062947 Event ID #: 300108214381223 Follow Up: To TSOC Date:
From TSOC Date: Last Updated By: (b) (6) Last Update Date: Opening Agent: Opened Date: 12/23/2008 11:22:52 PM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, DFW Dallas/Ft Worth, TX, USA - Dallas Ft Worth International, Airline: American Airlines -¬American Airlines -¬, Subject Category: Claim Form Requests - Missing items from Checked Baggage - Claim Form Requests - Missing items from Checked Baggage Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 50995315 Contact Type: Contact Date: 2008-12-29 11:24:15 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2008-12-24 08:20:00 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Items missing from checked bag@(OKC & Clothing ). Body: Agent Notes: Provided Lost and Found information to caller and SF-95 form offerd. Provided Lost and Found information to caller and SF-95 form offerd. Refused to leave call back number. NOI. Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Opening Agent: Opened Date: 12/29/2008 11:24:15 AM Linked Event IDs: Responses: Response Airport: OKCOKC,Oklahoma City, OK, USA - Will Rogers World Airport, Airline: Southwest AirlinesSouthwest Airlines, Subject Category: Claim Form Requests - Missing items from Checked Baggage - Claim Form Requests - Missing items from Checked Baggage Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 509961 Contact Type: Fulfillment Contact Date: Jun 13 2012 9:13PM Medium: Inbound Call Contact Status: Closed Incident Date: Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Jun 13 2012 10:58PM Mail Return Date: Contact Email: (b) (6) Subject: Damaged Body: Caller was traveling on AA from OKC to PIT and upon arrival found a damaged laptop,NOI was marked OKC 13 June 12 9:22 T4.Laptop was removed and not repacked properly. Apologized for the damaged laptop and emailed the SF95 package. Agent Notes: Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Jun 13 2012 9:19PM Opening Agent: (b) (6) Opened Date: 6/13/2012 9:13:12 PM Linked Event IDs: Responses: Response Template Name: Claim for Damaged or Missing Items--Generic Airport: OKC Airline: American Airlines Subject Category: Mishandling of Passenger Property - Damaged/Missing Items--Checked Luggage w/ Claim Request Interaction Type: Complaint Response Email: END RECORD
CONTACT RECORD
EID: 50998634 Contact Type: Contact Date: 2009-01-01 15:56:32 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2008-12-24 17:00:00 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Items damaged in checked bag @ (OKC & Zipper) Body: Agent Notes: Provided caller with information on the claims process, and SF-95 form offered. Provided caller with information on the claims process, and SF-95 form offered. NOI. Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Opening Agent: Opened Date: 1/1/2009 3:56:32 PM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, ABQ,Albuquerque, NM, USA - Albuquerque International Airport, Airline: AmericAirAmericAirAmerican Airlines -¬, Subject Category: Claim Form Requests-Checked Bag - Claim Form Requests-Checked Bag Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 51001612 Contact Type: Contact Date: 2009-01-05 15:21:01 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2009-01-05 15:21:01 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Caller stated that jewllery and tolitries were missing from checked bags @ TPA Body: Agent Notes: Provided caller with information on the claims process, Provided caller with information on the claims process, I gave caller lost found at TPA Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Opening Agent: Opened Date: 1/5/2009 3:21:01 PM Linked Event IDs:
(b) (6)
Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, TPA Tampa, FL, USA - Tampa International, Airline: Subject Category: Claim Form Requests-Checked Bag - Claim Form Requests-Checked Bag Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 51001832 Contact Type: Contact Date: 2009-01-05 17:37:11 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2009-01-02 17:50:00 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: metal container with plastic lid on it full of cooked fruit missing from checked bag @ (OKC). Body: Agent Notes: Provided Lost and Found information to caller and advised caller how to file a claim. Provided Lost and Found information to caller and advised caller how to file a claim. Flight #50 NOI was located in luggage Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Opening Agent: Opened Date: 1/5/2009 5:37:11 PM Linked Event IDs: Responses: Response Airport: OKCOKC,Oklahoma City, OK, USA - Will Rogers World Airport, PHX Phoenix, AZ, USA - Sky Harbor International Airport, Airline: Southwest AirlinesSouthwest Airlines, Subject Category: Claim Form Requests - Missing items from Checked Baggage - Claim Form Requests - Missing items from Checked Baggage Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 51012904 Contact Type: Contact Date: Medium: EMAIL Contact Status: CLOSED Incident Date: Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: (b) (6) Subject: ISSUE, TSA Contact Us: All Other Inquiries Body: THIS GENERATED EMAIL HAS BEEN SENT FROM TSA INTERNET CONTACT US -----------------------------------------------------------------------------------------------------------Remote Client IP: (b) (6) Date Time: 1/19/2009 3:13:16 PM ------------------------------------------------------------------------------------------------------------
Name: (b) (6) Email: (b) (6) Brief Description of Inquiry:TSA Identification Issue Comments:I have a BP employee who lost her drivers license. How does she get through security to fly back to Oklahoma? What will they except for ID at the airport??? Agent Notes: ID Requirements ID Requirements, Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Opening Agent: Opened Date: 1/20/2009 12:30:06 PM Linked Event IDs: Responses: Response Airport: OKCOKC,Oklahoma City, OK, USA - Will Rogers World Airport, Airline: Subject Category: ID Requirements - ID Requirements Interaction Type: COMPLAINT Response Email: From: Prior Vendor To: (b) (6) Subject: Re: TSA Contact Us: All Other Inquiries <<#280673-377736#>> Body: <html><head><style type="text/css">p {margin-bottom: 0; margin-top: 0;}</style></head><body bgcolor="#ffffff" style="background: #ffffff"> <font size="2"><div style="width:100%;word-wrap:break-word;font-family: Arial;color: #000000;"><P><FONT face=" Helvetica, sansserif,Arial">Thank you for your email message.</FONT> </P> <P><FONT face=" Helvetica, sans-serif,Arial"> </FONT> </P>
<P><FONT face=" Helvetica, sans-serif,Arial">The Transportation Security AdministrationGÇÖs (TSA) identity verification policy requires all adult passengers to provide a Federal or State Government-issued photo identification (ID) for inspection before entering the security checkpoint. These IDs must contain the following: name, date of birth, gender, expiration date, and a tamper-resistant feature. While many forms of Government-issued ID may meet this requirement, the following forms of ID are fully acceptable: </FONT></P> <UL> <LI><FONT face=" Helvetica, sans-serif,Arial">State-issued driverGÇÖs license </FONT></LI> <LI><FONT face=" Helvetica, sans-serif,Arial">U.S. passport </FONT></LI> <LI><FONT face=" Helvetica, sans-serif,Arial">U.S. passport card </FONT></LI> <LI><FONT face=" Helvetica, sans-serif,Arial">U.S. Department of Homeland Security (DHS) GÇ£Trusted TravelerGÇ¥ cards (NEXUS, SENTRI, FAST) </FONT></LI> <LI><FONT face=" Helvetica, sans-serif,Arial">U.S. Military ID (Active and Retired)</FONT> </LI> <LI><FONT face=" Helvetica, sans-serif,Arial">Permanent Resident Card </FONT></LI> <LI><FONT face=" Helvetica, sans-serif,Arial">Border Crossing Card </FONT></LI> <LI><FONT face=" Helvetica, sans-serif,Arial">DHS-designated enhanced driverGÇÖs license </FONT></LI> <LI><FONT face=" Helvetica, sans-serif,Arial">A Native American Tribal Photo ID </FONT></LI> <LI><FONT face=" Helvetica, sans-serif,Arial">An airline or airport-issued ID (if issued under a TSA-approved security plan) </FONT></LI> <LI><FONT face=" Helvetica, sans-serif,Arial">A Registered Traveler Card (that contains the following: Name; Date of Birth; Gender; Expiration date; and a Tamper-resistant feature)</FONT> </LI> <LI><FONT face=" Helvetica, sans-serif,Arial">A Transportation Workers Identification Credential (TWIC) </FONT></LI> <LI><FONT face=" Helvetica, sans-serif,Arial">Photo ID issued by DMV or equivalent State or U.S. Territory Government Office for the sole purpose of identification.</FONT> </LI> <LI><FONT face=" Helvetica, sans-serif,Arial">A foreign government-issued passport, Canadian provincial driverGÇÖs license, or Indian and Northern Affairs Canada (INAC) card are also acceptable forms of photo ID.</FONT> </LI></UL> <P><FONT face=" Helvetica, sans-serif,Arial">Passengers who do not have an ID from this list should bring whatever ID they have available. Although not on the approved list, other forms of ID may assist in verification of identity. There is no set list of what forms of alternative IDs are acceptable. Passengers can present documents such as social security cards, birth certificates, or marriage licenses as long as the information on one of the documents bears the name of the passenger along with other identification information. </FONT></P> <P><FONT face=" Helvetica, sans-serif,Arial"> </FONT> </P> <P><FONT face=" Helvetica, sans-serif,Arial">If a passenger is unable to present an ID, or TSA has questions about the ID presented, the passenger may be asked to assist TSA in the identity verification process. Under this process, TSA may ask the passenger to complete a Certification of Identity form, which requests the passengerGÇÖs name and current address, and may ask additional questions of the passenger to confirm his or her identity. If we are able to confirm the passengerGÇÖs identity, the passenger will be cleared to enter the screening checkpoint. However, the individual may be subject to additional screening. If we are unable to confirm the passengerGÇÖs identity, TSA will deny the passenger entry into the security checkpoint. </FONT></P> <P><FONT face=" Helvetica, sans-serif,Arial"> </FONT> </P> <P><FONT face=" Helvetica, sans-serif,Arial">If a passenger refuses to provide ID or otherwise cooperate in the ID verification process, TSA will deny access to the security checkpoint. </FONT></P> <P><FONT face=" Helvetica, sans-serif,Arial"> </FONT> </P> <P><FONT face=" Helvetica, sans-serif,Arial">We hope this information is helpful.</FONT> </P> <P><FONT face=" Helvetica, sans-serif,Arial"> </FONT> </P> <P><FONT face=" Helvetica, sans-serif,Arial"> </FONT> </P> <P><FONT face=" Helvetica, sans-serif,Arial">TSA Contact Center</FONT><FONT face=" Helvetica, sans-serif,Arial"><BR clear=none></FONT></P></div> </font><br /> <br><br><div>--- Original Message ---<BR>From: < (b) (6) ><BR>Received: 1/20/09 12:30:07 PM EST<BR>To: "TSA Contact Center" <[email protected]><BR>Subject: TSA Contact Us: All Other Inquiries<BR><BR>THIS GENERATED EMAIL HAS BEEN SENT FROM TSA INTERNET CONTACT US<BR>-----------------------------------------------------------------------------------------------------------<BR>Remote Client IP: (b) (6) <BR>Date Time: 1/19/2009 3:13:16 PM<BR>-----------------------------------------------------------------------------------------------------------<BR><BR> <TABLE style="FONT-SIZE: 12px; WIDTH: 750px" cellSpacing=1 cellPadding=3 border=2> <TBODY> <TR> <TD style="FONT-WEIGHT: bold; WIDTH: 200px">Name:</TD> <TD </TD></TR> <TR> <TD style="FONT-WEIGHT: bold; WIDTH: 200px">Email:</TD> <TD>(b) (6) </TD></TR> <TR> <TD style="FONT-WEIGHT: bold; WIDTH: 200px">Brief Description of Inquiry:</TD> <TD>TSA Identification Issue</TD></TR> <TR> <TD style="FONT-WEIGHT: bold; WIDTH: 200px">Comments:</TD> <TD>I have a BP employee who lost her drivers license. How does she get through security to fly back to Oklahoma? What will they
(b) (6)
except for ID at the airport???</TD></TR></TBODY></TABLE></div> <BR><BR>------ TCC Control Number: ------<BR><<#280673-377736#>></body></html> END RECORD
CONTACT RECORD
EID: 51029548 Contact Type: Contact Date: Medium: EMAIL Contact Status: CLOSED Incident Date: Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: (b) (6) Subject: ISSUE, TSA Contact Us: All Other Inquiries Body: THIS GENERATED EMAIL HAS BEEN SENT FROM TSA INTERNET CONTACT US -----------------------------------------------------------------------------------------------------------Remote Client IP: (b) (6) Date Time: 2/12/2009 10:11:57 AM ------------------------------------------------------------------------------------------------------------
Name: Email: Brief Description of Inquiry:stolen property/ damaged bags Comments:To whom it may concern, My parents have traveled to India for many years and year after year the Mumbai airport seemed to be getting a little better each time until this last trip they took. They arrived back to America on February 9, 2009 at 9:00 pm in Oklahoma City. When the checked in at the Mumbai airport at 10:30 pm the night before for their 1:30 am flight the lady at the check in counter asked them: GÇ£for a small fee the airline can take their hand luggageGÇÖs in as a check in and they will see it upon arrival at their final destination which was Oklahoma CityGÇ¥. When they reached Oklahoma City, my parents realized both hand luggageGÇÖs locks were broken into and the bags are completely damaged. At that point they thought TSA may have just checked it for security purpose and ended up breaking the locks. (They were aware the locks may be broken if TSA had to check them, which was fine but the stolen property and damaged luggage was completely bizarre). As they got home and opened the bags my mom noticed the jewelry cases she had put some jewelry in was missing. Whoever broke into the bags took the jewelry out of her bag and left the empty containers in the luggage. We then started to look for the TSA security procedure brochure they put in checked bags and didnGÇÖt find it in both bags. We are very concerned and scared about this because we are not sure if anyone could someday put something in our or anyoneGÇÖs luggage without their knowledge. I would really hope you look into MumbaiGÇÖs airport and their corrupted employees. I would also like to know what steps I need to go through to claim stolen and damaged property. They traveled on NWA from Mumbai To Amsterdam To Memphis To Oklahoma City arriving on Feb 9, 2009. I have contacted NWA and said they have nothing to do with this. I have contacted the Mumbai Airport and have got nowhere. Please let me know what I need to do next? Thank you,
(b) (6)
(b) (6)
Agent Notes: No Response Needed No Response Needed, Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Opening Agent: Opened Date: 2/12/2009 11:49:54 AM Linked Event IDs:
Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, MEM Memphis, TN, USA - Memphis International Airport, AMS Amsterdam, Netherlands - Schiphol, Airline: Northwest Airlines -¬Northwest Airlines -¬, Subject Category: Duplicate Email (Email Team Only) - Duplicate Email (Email Team Only) Interaction Type: COMPLAINT Response Email: From: Prior Vendor To: {TSA Archives} Subject: Re: TSA Contact Us: All Other Inquiries <<#289324-387881#>> Body: <html><head><style type="text/css">p {margin-bottom: 0; margin-top: 0;}</style></head><body bgcolor="#ffffff" style="background: #ffffff"> <font size="2"></font><br /> <br><br><div>--- Original Message ---<BR>From: < (b) (6) ><BR>Received: 2/12/09 11:49:51 AM EST<BR>To: "TSA Contact Center" <[email protected]><BR>Subject: TSA Contact Us: All Other Inquiries<BR><BR>THIS GENERATED EMAIL HAS BEEN SENT FROM TSA INTERNET CONTACT US<BR>-----------------------------------------------------------------------------------------------------------<BR>Remote Client IP: (b) (6) <BR>Date Time: 2/12/2009 10:11:57 AM<BR>-----------------------------------------------------------------------------------------------------------<BR><BR> <TABLE style="FONT-SIZE: 12px; WIDTH: 750px" cellSpacing=1 cellPadding=3 border=2> <TBODY> <TR> <TD style="FONT-WEIGHT: bold; WIDTH: 200px">Name:</TD> <TD (b) (6) /TD></TR> <TR> <TD style="FONT-WEIGHT: bold; WIDTH: 200px">Email:</TD> <TD /TD></TR> <TR> <TD style="FONT-WEIGHT: bold; WIDTH: 200px">Brief Description of Inquiry:</TD> <TD>stolen property/ damaged bags</TD></TR> <TR> <TD style="FONT-WEIGHT: bold; WIDTH: 200px">Comments:</TD> <TD>To whom it may concern,<BR><BR>My parents have traveled to India for many years and year after year the Mumbai airport seemed to be getting a little better each time until this last trip they took. They arrived back to America on February 9, 2009 at 9:00 pm in Oklahoma City. When the checked in at the Mumbai airport at 10:30 pm the night before for their 1:30 am flight the lady at the check in counter asked them: GÇ£for a small fee the airline can take their hand luggageGÇÖs in as a check in and they will see it upon arrival at their final destination which was Oklahoma CityGÇ¥. When they reached Oklahoma City, my parents realized both hand luggageGÇÖs locks were broken into and the bags are completely damaged. At that point they thought TSA may have just checked it for security purpose and ended up breaking the locks. (They were aware the locks may be broken if TSA had to check them, which was fine but the stolen property and damaged luggage was completely bizarre). As they got home and opened the bags my mom noticed the jewelry cases she had put some jewelry in was missing. Whoever broke into the bags took the jewelry out of her bag and left the empty containers in the luggage. We then started to look for the TSA security procedure brochure they put in checked bags and didnGÇÖt find it in both bags. We are very concerned and scared about this because we are not sure if anyone could someday put something in our or anyoneGÇÖs luggage without their knowledge. I would really hope you look into MumbaiGÇÖs airport and their corrupted employees. I would also like to know what steps I need to go through to claim stolen and damaged property. They traveled on NWA from Mumbai To Amsterdam To Memphis To Oklahoma City arriving on Feb 9, 2009. I have contacted NWA and said they have nothing to do with this. I have contacted the Mumbai Airport and have got nowhere. Please let me know what I need to do next?<BR><BR>Thank you,<BR (b) (6) (b) (6) /TD></TR></TBODY></TABLE></div> <BR><BR>------ TCC Control Number: ------<BR><<#289324-387881#>></body></html> END RECORD
(b) (6)
CONTACT RECORD
EID: 51048242 Contact Type: Contact Date: 2008-06-19 14:31:08 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2008-06-19 14:31:08 Contact Prefix: Contact First Name: Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Caller is requesting to speak with Delta Airlines regarding his lost luggage. Body: Agent Notes: Provided airline's phone number Provided airline's phone number, Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Opening Agent: Opened Date: 6/19/2008 2:31:08 PM Linked Event IDs:
(b) (6)
Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, ATL Atlanta, GA, USA - Hartsfield International, Airline: Southwest AirlinesSouthwest Airlines, Delta Air, Subject Category: Airline-Lost Baggage - Airline-Lost Baggage Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 51060115 Contact Type: Contact Date: Medium: EMAIL Contact Status: CLOSED Incident Date: Contact Prefix: Contact First Name: Contact Middle Initial: Contact Last Name: Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: (b) (6) Subject: ISSUE, ISSUE, ISSUE, TSA Contact Us: Complaints Body: THIS GENERATED EMAIL HAS BEEN SENT FROM TSA INTERNET CONTACT US -----------------------------------------------------------------------------------------------------------Remote Client IP: (b) (6) Date Time: 3/15/2009 1:51:13 PM ------------------------------------------------------------------------------------------------------------
(b) (6)
(b) (6)
Name: Email: Complaints:TSA Accepted Locks GÇô Missing or Damaged Flight Info (If applicable. Enter Flight#/Airline/Terminal/Airport/Gate/Etc):Southwest Airlines Flight 878 DP OKC AR BWI March 15, 2009 TSA Inspection receipt info: OKC 15MAR'09 6:45 17 Comments:The TSA compliant lock on my luggage was missing upon arrival at BWI. In addition, my luggage was not properly closed (straps and zipper) causing the contents of my luggage to come out on the luggage carousel at BWI. TSA can either return my lock or provide compensation for replacement. Further, there should be standard operating procedure that requires TSA screeners to properly fasten and close inspected luggage to ensure luggage contents to not spill out of the luggage during handling!! Agent Notes: General Complaint w/Claim Response General Complaint w/Claim Response, Approved Locks w/ Claim Request Response, Merged 2 different responses to address the consumer's concerns. Deleted all paragraphs and sentences that would not assist in answering the consumer's concerns. Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Opening Agent: Opened Date: 3/15/2009 5:52:34 PM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, BWI Baltimore, MD, USA - Baltimore-Washington International, Airline: Southwest AirlinesSouthwest Airlines, Subject Category: TSA Accepted Locks - Missing or Damaged - TSA Accepted Locks - Missing or Damaged Interaction Type: COMPLAINT Response Email: From: Prior Vendor To:
(b) (6)
(b) (6)
Subject: Re: TSA Contact Us: Complaints <<#302176-402857#>> Body: <html><head><style type="text/css">p {margin-bottom: 0; margin-top: 0;}</style></head><body bgcolor="#ffffff" style="background: #ffffff"> <font size="2"><div style="width:100%;word-wrap:break-word;font-family: Arial;color: #000000;"><P><FONT face=" Helvetica, sansserif,Arial" size=3>Thank you for your electronic mail message concerning your travel experience. </FONT></P> <P><FONT size=3> </FONT> </P> <P><FONT face=" Helvetica, sans-serif,Arial" size=3>Enhanced security measures require that all checked baggage undergo some form of screening for prohibited items. Physical search of the luggage is required to clear every alarm. TSA screeners should exercise great care during the screening process to ensure that passengers' belongings are returned and not damaged when a bag needs to be opened. Unfortunately, on some occasions the screening process may fall short of our established standard. We apologize if these high standards were not met.</FONT> </P> <P><FONT size=3> </FONT> </P> <P><FONT face=" Helvetica, sans-serif,Arial" size=3>We monitor the number and nature of complaints we receive to track trends and spot areas of concern that may require special attention. This ongoing process will enable us to ensure prompt, corrective action whenever we determine that security screening policies need modification or specific employees or screener teams are the subject of repeated complaints.</FONT> </P> <P><FONT size=3> </FONT> </P> <P><FONT face=" Helvetica, sans-serif,Arial" size=3>We have attached a copy of our claims form so that you may seek compensation for the replacement of your TSA Approved Locks. The Transportation Security Administration (TSA) is responsible for reviewing all claims relating to the screening of passengers and their baggage. In order to protect your rights under federal law and to file a valid claim, you must send your claim in writing to TSA, stating the circumstances of the loss and the exact amount you are claiming (fair market value of lost or destroyed property, reasonable cost of repair for damaged property), within two years after your claim accrued. The claim must be signed by you or your authorized representative (e.g., an attorney or other personal representative with appropriate proof of authority). </FONT></P> <P><FONT size=3> </FONT> </P> <P><FONT face=" Helvetica, sans-serif,Arial" size=3>You can satisfy the notice requirement by filling out the attached Standard Form 95 (claim form) in accordance with the instructions, and returning it to the address in box #1. Please be sure to follow the instructions carefully, and to fill out the claim form completely. While use of the form is not mandatory, it will help you ensure that you meet the legal requirements for filing a claim. </FONT></P> <P><FONT size=3> </FONT> </P> <P><FONT face=" Helvetica, sans-serif,Arial" size=3>Please visit TSAGÇÖs Claims Management OfficeGÇÖs website at </FONT><FONT face=" Helvetica, sans-serif,Arial" size=3><A href="https://claims.tsa.dhs.gov/" shape=rect>https://claims.tsa.dhs.gov</A></FONT><FONT face=" Helvetica, sans-serif,Arial" size=3> for information related to filing a claim, replacement forms, checking the status of a claim and other claim related issues. If you have additional questions that are not addressed on this website, please contact the Claims Management Office at </FONT><FONT face=" Helvetica, sansserif,Arial" size=3><A href="http://[email protected]/" shape=rect>[email protected]</A></FONT><FONT face=" Helvetica, sans-serif,Arial" size=3>. </FONT></P> <P><FONT size=3> </FONT> </P> <P><FONT face=" Helvetica, sans-serif,Arial" size=3>Once the Claims Management Office has received your claim form, you will be sent a letter of acknowledgement and a claim number. You should keep the claim number for future reference when inquiring about your claim. TSA will try to resolve your claim as quickly as possible, but it may need time to make a further investigation of the facts. If TSA denies your claim, or has not finally resolved it within six months after you have filed it, you may have a right to bring your claim to court. </FONT></P> <P><FONT size=3> </FONT> </P> <P><FONT face=" Helvetica, sans-serif,Arial" size=3>We appreciate your taking the time to share your thoughts and concerns with us. We also encourage you to check the latest information at </FONT><FONT face=" Helvetica, sans-serif,Arial" size=3><A href="http://www.tsa.gov/" shape=rect>www.tsa.gov</A></FONT><FONT face=" Helvetica, sans-serif,Arial" size=3>.</FONT> </P> <P><FONT size=3> </FONT> </P> <P><FONT face=" Helvetica, sans-serif,Arial" size=3>TSA Contact Center</FONT><FONT face=" Helvetica, sans-serif,Arial" size=3><BR clear=none></FONT></P></div> </font><br /> <br><br><div>--- Original Message ---<BR>From: <(b) (6) ><BR>Received: 3/15/09 5:52:33 PM EDT<BR>To: "TSA Contact Center" <[email protected]><BR>Subject: TSA Contact Us: Complaints<BR><BR>THIS GENERATED EMAIL HAS BEEN SENT FROM TSA INTERNET CONTACT US<BR>------------------------------------------------------------------------------------------------------------<BR>Remote Client IP: (b) (6) <BR>Date Time: 3/15/2009 1:51:13 PM<BR>-----------------------------------------------------------------------------------------------------------<BR><BR> <TABLE style="FONT-SIZE: 12px; WIDTH: 750px" cellSpacing=1 cellPadding=3 border=2> <TBODY> <TR> <TD style="FONT-WEIGHT: bold; WIDTH: 200px">Name:</TD> <TD (b) (6) </TD></TR> <TR> <TD style="FONT-WEIGHT: bold; WIDTH: 200px">Email:</TD> <TD (b) (6) /TD></TR>
<TR> <TD style="FONT-WEIGHT: bold; WIDTH: 200px">Complaints:</TD> <TD>TSA Accepted Locks GÇô Missing or Damaged</TD></TR> <TR> <TD style="FONT-WEIGHT: bold; WIDTH: 200px">Flight Info (If applicable. Enter Flight#/Airline/Terminal/Airport/Gate/Etc):</TD> <TD>Southwest Airlines<BR>Flight 878 DP OKC AR BWI<BR>March 15, 2009<BR>TSA Inspection receipt info: OKC 15MAR'09 6:45 17</TD></TR> <TR> <TD style="FONT-WEIGHT: bold; WIDTH: 200px">Comments:</TD> <TD>The TSA compliant lock on my luggage was missing upon arrival at BWI. In addition, my luggage was not properly closed (straps and zipper) causing the contents of my luggage to come out on the luggage carousel at BWI. TSA can either return my lock or provide compensation for replacement. Further, there should be standard operating procedure that requires TSA screeners to properly fasten and close inspected luggage to ensure luggage contents to not spill out of the luggage during handling!!</TD></TR></TBODY></TABLE></div> <BR><BR>------ TCC Control Number: ------<BR><<#302176-402857#>></body></html> END RECORD
CONTACT RECORD
EID: 51073617 Contact Type: Contact Date: 2009-03-27 11:52:46 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2009-03-22 14:35:46 Contact Prefix: Contact First Name: Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Items missing from checked bag@(OKC & jewerly). Body: Agent Notes: Provided Lost and Found information to caller and walked caller thru website. Provided Lost and Found information to caller and walked caller thru website. NOI inside bag. Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Opening Agent: Opened Date: 3/27/2009 11:52:46 AM Linked Event IDs:
(b) (6)
(b) (6)
Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, SNA Santa Ana, CA, USA - John Wayne Airport, IAH,Houston, TX, USA - Houston Intercontinental, Airline: Continental Airlines (present) -¬Continental Airlines (present) -¬, Subject Category: Claim Form Requests - Missing items from Checked Baggage - Claim Form Requests - Missing items from Checked Baggage Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 51079953 Contact Type: Contact Date: Medium: EMAIL Contact Status: CLOSED Incident Date: Contact Prefix: (b) (6) Contact First Name: Contact Middle Initial: Contact Last Name: Unknown Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: (b) (6) Subject: ISSUE, TSA Contact Us: Complaints Body: THIS GENERATED EMAIL HAS BEEN SENT FROM TSA INTERNET CONTACT US -----------------------------------------------------------------------------------------------------------Remote Client IP: (b) (6) Date Time: 3/31/2009 4:19:00 AM ------------------------------------------------------------------------------------------------------------
Name: Email: Complaints:Damaged or Missing items in Checked or Carry-on Baggage Flight Info (If applicable. Enter Flight#/Airline/Terminal/Airport/Gate/Etc):Flight C01/Continental/OKC to IAH to HNL to PGUA on 03-27-09 Baggage # CO 0005524338 Comments:I know for a fact a TSA screener stole approximately $15 of loose change in checked luggage. I thought TSA was supposed to protect travelers, not take advantage of travelers? Agent Notes: General Complaint w/Claim Response General Complaint w/Claim Response, Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Opening Agent: Opened Date: 3/31/2009 1:19:15 PM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, HNL Honolulu, HI, USA - Honolulu International, GUA Guatemala City, Guatemala - La Aurora Intl Airport, Airline: Continental Airlines (present) -¬Continental Airlines (present) -¬, Subject Category: Claim Form Requests - Missing items from Checked Baggage - Claim Form Requests - Missing items from Checked Baggage Interaction Type: COMPLAINT Response Email: From: Prior Vendor To: (b) (6) Subject: Re: TSA Contact Us: Complaints <<#308002-409705#>> Body:
(b) (6)
<html><head><style type="text/css">p {margin-bottom: 0; margin-top: 0;}</style></head><body bgcolor="#ffffff" style="background: #ffffff"> <font size="2"><div style="width:100%;word-wrap:break-word;font-family: Arial;color: #000000;"><P><FONT size=3>Thank you for your e-mail concerning your travel experience. <BR clear=none> <BR clear=none>Enhanced security measures require that all checked baggage undergo some form of screening for prohibited items. Physical search of the luggage is required to clear every alarm. Transportation Security Administration (TSA) screeners should exercise great care during the screening process to ensure that passengers' belongings are returned and not damaged when a bag needs to be opened. We regret if these high standards were not met.<BR clear=none> <BR clear=none>We monitor the number and nature of complaints we receive to track trends and spot areas of concern that may require special attention. This ongoing process will enable us to ensure prompt, corrective action whenever we determine that security screening policies need modification or specific employees or screener teams are the subject of repeated complaints.<BR clear=none> <BR clear=none>TSA is responsible for reviewing all claims relating to the screening of passengers and their baggage. To protect your rights under federal law and to file a valid claim, you must send your claim in writing to TSA, stating the circumstances of the loss and the exact amount you are claiming (fair market value of lost or destroyed property, reasonable cost of repair for damaged property), within 2 years after your claim accrued. The claim must be signed by you or your authorized representative (e.g., an attorney or other personal representative with appropriate proof of authority). <BR clear=none> <BR clear=none>To file a claim, fill out the attached Standard Form 95 (claim form) in accordance with the instructions, and return it to the address in box #1. Please be sure to follow the instructions carefully, and to fill out the claim form completely. While use of the form is not mandatory, it will help you ensure that you meet the legal requirements for filing a claim. If you decide to file a claim, it will be processed in accordance with the Federal Tort Claims Act.<BR clear=none> <BR clear=none>Once the Claims Management Office has received your claim form, you will be sent a letter of acknowledgement and a claim number. You should keep the claim number for future reference when inquiring about your claim. TSA will try to resolve your claim as quickly as possible, but it may need time to make a further investigation of the facts. If TSA denies your claim, or has not finally resolved it within 6 months after you have filed it, you may have a right to bring your claim to court. <BR clear=none> <BR clear=none>You can also access claim forms online at the TSAGÇÖs Claims Management OfficeGÇÖs website at <A href="http://www.tsa.gov/travelers/customer/claims/index.shtm" shape=rect>www.tsa.gov/travelers/customer/claims/index.shtm</A>. This website also has information related to filing a claim, checking the status of a claim, and other claim-related issues. You can also access this website by clicking on the Claims Management Office link in the GÇ£Resource CenterGÇ¥ on TSAGÇÖs homepage at <A href="http://www.tsa.gov/" shape=rect>www.tsa.gov</A>. If you have additional questions related to the claims process, please contact the Claims Management Office at <A href="mailto:[email protected]" shape=rect>[email protected]</A>. </FONT></P> <P><FONT size=3> </FONT> </P> <P><FONT size=3>TSA Contact Center</FONT><BR clear=none></P></div> </font><br /> <br><br><div>--- Original Message ---<BR>From: <(b) (6) ><BR>Received: 3/31/09 1:19:13 PM EDT<BR>To: "TSA Contact Center" <[email protected]><BR>Subject: TSA Contact Us: Complaints<BR><BR>THIS GENERATED EMAIL HAS BEEN SENT FROM TSA INTERNET CONTACT US<BR>-----------------------------------------------------------------------------------------------------------<BR>Remote Client IP: (b) (6) <BR>Date Time: 3/31/2009 4:19:00 AM<BR>-----------------------------------------------------------------------------------------------------------<BR><BR> <TABLE style="FONT-SIZE: 12px; WIDTH: 750px" cellSpacing=1 cellPadding=3 border=2> <TBODY> <TR> <TD style="FONT-WEIGHT: bold; WIDTH: 200px">Name:</TD> <TD (b) (6) /TD></TR> <TR> <TD style="FONT-WEIGHT: bold; WIDTH: 200px">Email:</TD> <TD (b) (6) </TD></TR> <TR> <TD style="FONT-WEIGHT: bold; WIDTH: 200px">Complaints:</TD> <TD>Damaged or Missing items in Checked or Carry-on Baggage</TD></TR> <TR> <TD style="FONT-WEIGHT: bold; WIDTH: 200px">Flight Info (If applicable. Enter Flight#/Airline/Terminal/Airport/Gate/Etc):</TD> <TD>Flight C01/Continental/OKC to IAH to HNL to PGUA on 03-27-09<BR><BR>Baggage # CO 0005524338</TD></TR> <TR> <TD style="FONT-WEIGHT: bold; WIDTH: 200px">Comments:</TD> <TD>I know for a fact a TSA screener stole approximately $15 of loose change in checked luggage. I thought TSA was supposed to protect travelers, not take advantage of travelers?</TD></TR></TBODY></TABLE></div> <BR><BR>------ TCC Control Number: ------<BR><<#308002-409705#>></body></html> END RECORD
CONTACT RECORD
EID: 51086349 Contact Type: Contact Date: 2009-04-07 10:33:26 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2009-04-06 05:00:00 Contact Prefix: (b) (6) Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Caller asked how can items confiscated items (powder welding flux) can be retrieved , Body: Agent Notes: Advised caller that there are no provisions for returning banned (powder welding flux) items. Each airport establishes procedures for handling lost and found items. TSA follows those procedures where they exist. The airports in those instances are responsible for holding and disposing items under applicable local laws. In an airport where no policy exists, found articles are collected, stored, and disposed of under General Services Administration rules. Advised caller that there are no provisions for returning banned (powder welding flux) items. Each airport establishes procedures for handling lost and found items. TSA follows those procedures where they exist. The airports in those instances are responsible for holding and disposing items under applicable local laws. In an airport where no policy exists, found articles are collected, stored, and disposed of under General Services Administration rules. Cakller statest aht he has traveled with powder welding flux around the world. Caller states that a hazardous letter was inside the luggage with a (NOI). Advised caller to file a a claim and instructed to download claim form from website. Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Opening Agent: Opened Date: 4/7/2009 10:33:26 AM Linked Event IDs:
(b) (6)
Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, SNA Santa Ana, CA, USA - John Wayne Airport, Airline: Frontier AirFrontier Air, Subject Category: Voluntarily Abandoned Property- Retrieving Abandoned/Confiscated Items - Voluntarily Abandoned PropertyRetrieving Abandoned/Confiscated Items Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 51089030 Contact Type: Contact Date: 2009-04-08 18:00:27 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2009-04-08 18:00:27 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Caller said that there was a NOI in her checked bagagge and she is missing a Cannon digital camera. Body: Agent Notes: Provided the number to TSA's lost and found at OKC. Provided the number to TSA's lost and found at OKC. Approx check in 12:27pm. Walked caller through website for claim form. Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Opening Agent: Opened Date: 4/8/2009 6:00:27 PM Linked Event IDs: Responses: Response Airport: OKCOKC,Oklahoma City, OK, USA - Will Rogers World Airport, Airline: Subject Category: Lost and Found- TSA - Lost and Found- TSA Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 51090457 Contact Type: Contact Date: 2009-04-09 16:13:17 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2009-04-08 16:13:17 Contact Prefix: Contact First Name: Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Caller wants to report that their TSA accepted lock is missing after traveling through (OKC), Caller asked if claim form is available on TSA website, Caller wanted to report that screener made mess of checked bag and items were not re-packed properly after screening at (OKC), Body: Agent Notes: Provided the number to TSA's lost and found at (OKC), Walked caller through website for claim form, Provided the number to TSA's lost and found at (OKC), Walked caller through website for claim form, Advised caller we would note issue, and an FYI will be sent to the CSM at that airport who oversees the screening operation. Offered a claim form., The TCC received the following information as an FYI. We are forwarding this information to you for your review.
(b) (6)
For Your Information: (b) (6) travelled on April 8, 2009 through OKC airport, when she departed she and her husband made sure that the checked luggge was securely locked with TSA approved locks. (b) (6) stated that when they arrived at their destination their TSA approved locks were missing from the luggage and all of their items inside were completly in disarray. I informed her of TSA's policy regarding the screener's procedures with open and closing a checked bag. (b) (6) is truly confused and frustrated to why her locks are missing and her bag in disarray if she followed the policy, (b) (6) requested that an email be sent out on her behalf to the CSM of OKC airport to inform them of what she went through.
Date of Incident: 04/08/2009 Customer Name: Customer Contact Information: (b) Airport: OKC Airline: Flight#: Terminal/Gate: Check In/Incident Time: Checked Baggage: Checked Baggage Tag Number: Event ID #: 30015932950409
(6)
Follow Up: To TSOC Date: From TSOC Date: Last Updated By: Last Update Date: Opening Agent: Opened Date: 4/9/2009 4:13:17 PM Linked Event IDs:
(b) (6)
Responses: Response
Airport: OKCOKC,Oklahoma City, OK, USA - Will Rogers World Airport, Airline: Subject Category: TSA Accepted Locks - Missing or Damaged - TSA Accepted Locks - Missing or Damaged Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 51098316 Contact Type: Contact Date: 2009-04-15 20:00:01 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2009-04-14 15:45:01 Contact Prefix: Contact First Name: Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Caller wanted to know the number for TSA at OKC. He had items missing from checked bag@(OKC & $80 pair of sunglasses). Body: Agent Notes: Provided Lost and Found information to caller and SF-95 form accessed on-line., Provided Lost and Found information to caller and SF-95 form accessed on-line., Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Opening Agent: Opened Date: 4/15/2009 8:00:01 PM Linked Event IDs:
(b) (6)
(b) (6)
Responses: Response Airport: OKCOKC,Oklahoma City, OK, USA - Will Rogers World Airport, Airline: United Airlines -¬United Airlines -¬, Subject Category: TSA Contact Information - TSA Contact Information Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 51101159 Contact Type: Contact Date: Medium: EMAIL Contact Status: CLOSED Incident Date: Contact Prefix: Contact First Name: (b) (6) (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: (b) (6) Subject: ISSUE, TSA Contact Us: Complaints Body: THIS GENERATED EMAIL HAS BEEN SENT FROM TSA INTERNET CONTACT US -----------------------------------------------------------------------------------------------------------Remote Client IP: (b) (6) Date Time: 4/16/2009 2:29:33 PM ------------------------------------------------------------------------------------------------------------
Name: Email: Complaints:My Complaint is Not Listed Here Flight Info (If applicable. Enter Flight#/Airline/Terminal/Airport/Gate/Etc):TSA is not accepting my TWIC card as photo ID at the Security Gates in the Oklahoma City, Ok airport. TSA workers say that it does not have a birth date. Comments:Is the TWIC card good for air travel and does Oklahoma City, OK airport require other Federal, State or Local ID? Thank you Agent Notes: ID GÇô VALID ID NOT ACCEPTED ID GÇô VALID ID NOT ACCEPTED, BCC OKC SHM/CSQIM
(b) (6)
(b) (6)
at
(b) (6)
Follow Up: To TSOC Date: From TSOC Date: Last Updated By: Last Update Date: Opening Agent: Opened Date: 4/16/2009 7:23:04 PM Linked Event IDs:
(b) (6)
Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, Airline: Subject Category: ID Requirements - ID Requirements Interaction Type: COMPLAINT Response Email: From: Prior Vendor To: (b) (6) Subject: Re: TSA Contact Us: Complaints <<#314461-417268#>> Body: <html><head><style type="text/css">p {margin-bottom: 0; margin-top: 0;}</style></head><body bgcolor="#ffffff" style="background:
#ffffff"> <font size="2"><div style="width:100%;word-wrap:break-word;font-family: Arial;color: #000000;"><P><FONT face=" Helvetica, sansserif,Arial" size=3>Thank you for e-mail, regarding identification (ID) requirements at the security screening checkpoint. Specifically, you felt that the ID you presented should have been accepted.</FONT><FONT size=3> </FONT> </P> <P><BR clear=none><FONT face=" Helvetica, sans-serif,Arial" size=3>We regret you found your screening experiences unsatisfactory. The Transportation Security Administration (TSA) seeks to provide the highest level of security and customer service to all who pass through our screening checkpoints. Every person and item must be screened before entering each secured area, and the manner in which the screening is conducted is important. Our current policies and procedures focus on ensuring that all passengers, regardless of their personal situations and needs, are treated with dignity, respect, and courtesy.</FONT> </P> <P><FONT size=3> </FONT> </P> <P><FONT face=" Helvetica, sans-serif,Arial" size=3>We are unable to determine why the Transportation Security Officer (TSO) did not accept the ID your presented at the screening checkpoint. If the ID you presented is from the list below, it is a valid form of identification and it should have been accepted without an additional ID requirement. We regret any inconvenience this caused. </FONT></P> <P><FONT size=3> </FONT> </P> <P><FONT face=" Helvetica, sans-serif,Arial" size=3>The following forms of ID are fully acceptable and must contain name, date of birth, gender, expiration date, and a tamper-resistant feature: </FONT><FONT size=3> </FONT> </P> <UL> <LI><FONT face=" Helvetica, sans-serif,Arial" size=3>State-issued driverGÇÖs license </FONT></LI> <LI><FONT face=" Helvetica, sans-serif,Arial" size=3>U.S. passport </FONT></LI> <LI><FONT face=" Helvetica, sans-serif,Arial" size=3>U.S. passport card </FONT></LI> <LI><FONT face=" Helvetica, sans-serif,Arial" size=3>U.S. Department of Homeland Security (DHS) GÇ£Trusted TravelerGÇ¥ cards (NEXUS, SENTRI, FAST) </FONT></LI> <LI><FONT face=" Helvetica, sans-serif,Arial" size=3>U.S. Military ID (Active and Retired)</FONT><FONT size=3> </FONT></LI> <LI><FONT face=" Helvetica, sans-serif,Arial" size=3>Permanent Resident Card </FONT></LI> <LI><FONT face=" Helvetica, sans-serif,Arial" size=3>Border Crossing Card </FONT></LI> <LI><FONT face=" Helvetica, sans-serif,Arial" size=3>DHS-designated enhanced driverGÇÖs license </FONT></LI> <LI><FONT face=" Helvetica, sans-serif,Arial" size=3>A Native American Tribal Photo ID </FONT></LI> <LI><FONT face=" Helvetica, sans-serif,Arial" size=3>An airline or airport-issued ID (if issued under a TSA-approved security plan) </FONT></LI> <LI><FONT face=" Helvetica, sans-serif,Arial" size=3>A Registered Traveler Card (that contains the following: Name; Date of Birth; Gender; Expiration date; and a Tamper-resistant feature)</FONT><FONT size=3> </FONT></LI> <LI><FONT face=" Helvetica, sans-serif,Arial" size=3>A Transportation Workers Identification Credential (TWIC) </FONT></LI> <LI><FONT face=" Helvetica, sans-serif,Arial" size=3>Photo ID issued by DMV or equivalent State or U.S. Territory Government Office for the sole purpose of identification.</FONT><FONT size=3> </FONT></LI> <LI><FONT face=" Helvetica, sans-serif,Arial" size=3>A foreign government-issued passport, Canadian provincial driverGÇÖs license, or Indian and Northern Affairs Canada (INAC) card are also acceptable forms of photo ID.</FONT> </LI></UL> <P><FONT face=" Helvetica, sans-serif,Arial" size=3>Furthermore, we have forwarded a copy of your email to the Customer Service Manager at OKC airport for review. The Customer Service Manager is responsible for ensuring that the TSO workforce adheres to TSA principles for professional and courteous customer service.</FONT> </P> <P><FONT size=3> </FONT> </P> <P><FONT size=3> </FONT> </P> <P><FONT face=" Helvetica, sans-serif,Arial" size=3>TSA Contact Center</FONT> </P> <P> </P></div> </font><br /> <br><br><div>--- Original Message ---<BR>From: < (b) (6) ><BR>Received: 4/16/09 7:23:03 PM EDT<BR>To: "TSA Contact Center" <[email protected]><BR>Subject: TSA Contact Us: Complaints<BR><BR>THIS GENERATED EMAIL HAS BEEN SENT FROM TSA INTERNET CONTACT US<BR>------------------------------------------------------------------------------------------------------------<BR>Remote Client IP: (b) (6) <BR>Date Time: 4/16/2009 2:29:33 PM<BR>-----------------------------------------------------------------------------------------------------------<BR><BR> <TABLE style="FONT-SIZE: 12px; WIDTH: 750px" cellSpacing=1 cellPadding=3 border=2> <TBODY> <TR> <TD style="FONT-WEIGHT: bold; WIDTH: 200px">Name:</TD> <TD>(b) (6) </TD></TR> <TR> <TD style="FONT-WEIGHT: bold; WIDTH: 200px">Email:</TD> <TD(b) (6) </TD></TR> <TR> <TD style="FONT-WEIGHT: bold; WIDTH: 200px">Complaints:</TD> <TD>My Complaint is Not Listed Here</TD></TR> <TR> <TD style="FONT-WEIGHT: bold; WIDTH: 200px">Flight Info (If applicable. Enter Flight#/Airline/Terminal/Airport/Gate/Etc):</TD> <TD>TSA is not accepting my TWIC card as photo ID at the Security Gates in the Oklahoma City, Ok airport. TSA workers say that it does not have a birth date.</TD></TR>
<TR> <TD style="FONT-WEIGHT: bold; WIDTH: 200px">Comments:</TD> <TD>Is the TWIC card good for air travel and does Oklahoma City, OK airport require other Federal, State or Local ID?<BR><BR>Thank you.</TD></TR></TBODY></TABLE></div> <BR><BR>------ TCC Control Number: ------<BR><<#314461-417268#>></body></html> END RECORD
CONTACT RECORD
EID: 51101696 Contact Type: Contact Date: 2009-04-18 16:17:13 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2009-04-18 05:00:13 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: Contact Suffix: Contact Address 1: (b) (6) Contact Address 2: Contact City: (b) (6) Contact State: (b) (6) Contact Zip: (b) (6) Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Caller stated that she recieved a TSA notice of confiscation for lighters and matches but TSA instead took a can of lubricant for a pair of dog clippers that she had in the bag, Body: Agent Notes: Provided the lost and found number for OKC, Provided the lost and found number for OKC, SF-95 form mailed on (04/19/2009), The following information has been received by the TSA Contact Center and it is being forwarded to you for your review and/or follow-up. Please reply by email, to the TCC Customer Service Representative sending this message, with the actions taken to resolve this consumers' issue.
(b) (6)
Brief Description: (b) (6) took a return flight on 04/18/2009 from OKC, and when she arrived at her destination and opened her bag she noticed a TSA notice of confiscation which stated for lighters and matches. (b) (6) stated that she did not have lighters or matches packed inside her checked luggage so she didn't understand what the notice was for. She then noticed that a can of lubrication that she uses for her dog clippers were not inside her bag. She stated that she first departed with the can in her bag and there wasn't a problem, now on her return flight her can was taken. Caller stated that the notice of lighter and matches confiscation is truly confusing to her,(b) (6) asked if someone may contact her regarding this incident.
Date of Incident: 04/18/2009 Customer Name:(b) (6) Customer Contact Information: (b) (6) Airport: OKC Airline: American Airlines Flight#: Terminal/Gate: Check In/Incident Time: Carry On or Checked Baggage: Checked baggage Baggage Tag Number: Event ID #: 300163279090418
Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Opening Agent: Opened Date: 4/18/2009 4:17:13 PM Linked Event IDs: Responses: Response Airport: OKCOKC,Oklahoma City, OK, USA - Will Rogers World Airport,
Airline: American Airlines -¬American Airlines -¬, Subject Category: Voluntarily Abandoned Property- Retrieving Abandoned/Confiscated Items - Voluntarily Abandoned PropertyRetrieving Abandoned/Confiscated Items Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 51102954 Contact Type: Contact Date: Medium: EMAIL Contact Status: CLOSED Incident Date: Contact Prefix: Contact First Name: Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: (b) (6) Subject: ISSUE, TSA Contact Us: Complaints Body: THIS GENERATED EMAIL HAS BEEN SENT FROM TSA INTERNET CONTACT US -----------------------------------------------------------------------------------------------------------Remote Client IP: (b) (6) Date Time: 4/17/2009 5:39:35 PM ------------------------------------------------------------------------------------------------------------
(b) (6)
Name: (b) (6) Email: (b) (6) Complaints:Damaged or Missing items in Checked or Carry-on Baggage Flight Info (If applicable. Enter Flight#/Airline/Terminal/Airport/Gate/Etc):NW 621 and NW 2108 on 05/apr/09 Oklahoma City to Seattle Comments:I received a note stating TSA inspected my bags. However, three items were missing. Two picture frames that were silver and a necklace that "appeared" to be the real thing, but was not. This necklace was to be used by my daughter for a wedding. I work for NW airlines and am VERY disappointed with TSA employees! Agent Notes: Retrieve Items & Claims Response Retrieve Items & Claims Response, Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Opening Agent: Opened Date: 4/17/2009 7:34:06 PM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, SEA Seattle, WA, USA - Seattle Tacoma Intl Airport, Airline: Northwest Airlines -¬Northwest Airlines -¬, Subject Category: Claim Form Requests - Missing items from Checked Baggage - Claim Form Requests - Missing items from Checked Baggage Interaction Type: COMPLAINT Response Email: From: Prior Vendor To: (b) (6) Subject: Re: TSA Contact Us: Complaints <<#314934-417859#>> Body: <html><head><style type="text/css">p {margin-bottom: 0; margin-top: 0;}</style></head><body bgcolor="#ffffff" style="background:
#ffffff"> <font size="2"><div style="width:100%;word-wrap:break-word;font-family: Arial;color: #000000;"><P>Thank you for your email message regarding the retrieval of missing items. <BR clear=none> <BR clear=none>Each airport establishes procedures for handling lost and found items. The Transportation Security Administration (TSA) follows those procedures where they exist. The airports in those instances are responsible for holding and disposing items under applicable local laws. Items, such as locks, tags, straps, and other external luggage pieces, are often lost or damaged as the baggage goes through the baggage handling equipment and may or may not have been found by airline/airport personnel. </P> <P>In an airport where no policy exists, found articles are collected, stored, and disposed of under General Services Administration rules. TSA is unable to identify and return all items, but may be able to locate and return items on a case-by-case basis. We suggest you contact the airport where your items were confiscated or lost, at 405-680-3233(OKC).<BR clear=none> <BR clear=none>We work very hard to achieve consistency in the security processes. As we inspect screening operations at airports and receive feedback from the traveling public, we address inconsistencies and ensure corrective actions are taken, when necessary. We will continue to do all that we can to inspect screening operations and provide written procedures and training to specify how the process is to be applied.<BR clear=none> <BR clear=none>To file a claim, fill out the attached Standard Form 95 (claim form) in accordance with the instructions, and return it to the address in box #1. Please be sure to follow the instructions carefully, and to fill out the claim form completely. While use of the form is not mandatory, it will help you ensure that you meet the legal requirements for filing a claim. If you decide to file a claim, it will be processed in accordance with the Federal Tort Claims Act.<BR clear=none> <BR clear=none>Once the Claims Management Office has received your claim form, you will be sent a letter of acknowledgement and a claim number. You should keep the claim number for future reference when inquiring about your claim. TSA will try to resolve your claim as quickly as possible, but it may need time to make a further investigation of the facts. If TSA denies your claim, or has not finally resolved it within 6 months after you have filed it, you may have a right to bring your claim to court. <BR clear=none> <BR clear=none>You can also access claim forms online at the TSAGÇÖs Claims Management OfficeGÇÖs website at <A href="http://www.tsa.gov/travelers/customer/claims/index.shtm" shape=rect>www.tsa.gov/travelers/customer/claims/index.shtm</A>. This website also has information related to filing a claim, checking the status of a claim, and other claim-related issues. You can also access this website by clicking on the Claims Management Office link in the GÇ£Resource CenterGÇ¥ on TSAGÇÖs homepage at <A href="http://www.tsa.gov/" shape=rect>www.tsa.gov</A>. If you have additional questions related to the claims process, please contact the Claims Management Office at <A href="mailto:[email protected]" shape=rect>[email protected]</A>. <BR clear=none> <BR clear=none>TSA Contact Center<BR clear=none></P></div> </font><br /> <br><br><div>--- Original Message ---<BR>From: < (b) (6) ><BR>Received: 4/17/09 7:34:05 PM EDT<BR>To: "TSA Contact Center" <[email protected]><BR>Subject: TSA Contact Us: Complaints<BR><BR>THIS GENERATED EMAIL HAS BEEN SENT FROM TSA INTERNET CONTACT US<BR>------------------------------------------------------------------------------------------------------------<BR>Remote Client IP:(b) (6) <BR>Date Time: 4/17/2009 5:39:35 PM<BR>-----------------------------------------------------------------------------------------------------------<BR><BR> <TABLE style="FONT-SIZE: 12px; WIDTH: 750px" cellSpacing=1 cellPadding=3 border=2> <TBODY> <TR> <TD style="FONT-WEIGHT: bold; WIDTH: 200px">Name:</TD> <TD>(b) (6) </TD></TR> <TR> <TD style="FONT-WEIGHT: bold; WIDTH: 200px">Email:</TD> <TD /TD></TR> <TR> <TD style="FONT-WEIGHT: bold; WIDTH: 200px">Complaints:</TD> <TD>Damaged or Missing items in Checked or Carry-on Baggage</TD></TR> <TR> <TD style="FONT-WEIGHT: bold; WIDTH: 200px">Flight Info (If applicable. Enter Flight#/Airline/Terminal/Airport/Gate/Etc):</TD> <TD>NW 621 and NW 2108 on 05/apr/09<BR>Oklahoma City to Seattle</TD></TR> <TR> <TD style="FONT-WEIGHT: bold; WIDTH: 200px">Comments:</TD> <TD>I received a note stating TSA inspected my bags. However, three items were missing. Two picture frames that were silver and a necklace that "appeared" to be the real thing, but was not. This necklace was to be used by my daughter for a wedding. I work for NW airlines and am VERY disappointed with TSA employees!</TD></TR></TBODY></TABLE></div> <BR><BR>------ TCC Control Number: ------<BR><<#314934-417859#>></body></html> END RECORD
(b) (6)
CONTACT RECORD
EID: 51109283 Contact Type: Contact Date: 2009-04-24 16:52:12 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2009-04-24 08:30:12 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: (b) (6) Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: (b) (6) Contact Address 2: Contact City: (b) (6) Contact State: (b) (6) Contact Zip: (b) (6) Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Caller wants to report that their 2 TSA accepted lock is missing after traveling through (OKC,DFW), 4.24.2009 Body: Agent Notes: SF-95 form mailed on (4.24.2009) SF-95 form mailed on (4.24.2009) Caller checked in at 6:45AM Flight#1163 Arrived at DFW at 9:50Am departing at 10:36AM.CAller 3361 Flight3 DFw -PIT Follow Up: To TSOC Date: From TSOC Date: Last Updated By: 3/22/2010 1:41:02 PM, Last Update Date: Opening Agent: Opened Date: 4/24/2009 4:52:12 PM Linked Event IDs:
(b) (6)
Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, PIT Pittsburgh, PA, USA - Greater Pit Intnl Airport, DFW Dallas/Ft Worth, TX, USA - Dallas Ft Worth International, Airline: American Airlines -¬American Airlines -¬, Subject Category: TSA Accepted Locks - Missing or Damaged - TSA Accepted Locks - Missing or Damaged Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 51118820 Contact Type: Contact Date: 2009-05-02 14:36:24 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2009-05-01 12:11:00 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Items missing from checked bag@(SJC)., Body: Agent Notes: Provided Lost and Found information to caller Provided Lost and Found information to caller Walked caller through website for claim form, Stated that his whole gps system with the mounting and power cord is missing from his checked baggage, stated that there wasn't any notification that TSA inspected the bag, Caller asked if claim form is available on TSA website, Follow Up: To TSOC Date: From TSOC Date: Last Updated By: 5/2/2009 2:44:40 PM, Last Update Date: Opening Agent: Opened Date: 5/2/2009 2:36:24 PM Linked Event IDs:
(b) (6)
Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, SJC San Jose, CA, USA - San Jose International Airport, Airline: Continental Airlines (present) -¬Continental Airlines (present) -¬, Subject Category: Claim Form Requests - Missing items from Checked Baggage - Claim Form Requests - Missing items from Checked Baggage Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 51127181 Contact Type: Contact Date: 2009-05-08 15:28:50 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2009-05-07 09:30:00 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Items missing from checked bag@(OKC & Digital camer and guess purse). Body: Agent Notes: Provided Lost and Found information to caller and SF-95 form offered. Provided Lost and Found information to caller and SF-95 form offered. NOI. Follow Up: To TSOC Date: From TSOC Date: Last Updated By: 5/8/2009 3:29:14 PM,(b) (6) 5/8/2009 3:33:05 PM, 6/23/2009 6:14:07 PM, Last Update Date: Opening Agent: Opened Date: 5/8/2009 3:28:50 PM Linked Event IDs:
(b) (6)
(b) (6)
(b) (6)
Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, Airline: Northwest Airlines -¬Northwest Airlines -¬, Subject Category: Claim Form Requests - Missing items from Checked Baggage - Claim Form Requests - Missing items from Checked Baggage Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 51133266 Contact Type: Contact Date: 2009-05-13 14:15:02 Medium: EMAIL Contact Status: CLOSED Incident Date: Contact Prefix: Contact First Name: Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: (b) (6) Subject: ISSUE, FW: TSA complaint Body:
(b) (6)
_____ From: (b) (6) [mailto: Sent: Tuesday, April 28, 2009 11:15 PM To: OCR-externalcompliance, tsa Subject: TSA complaint
(b) (6)
Hello, I have never complained about TSA employees, or the screening at any airport, but it is time to report the Oklahoma City Will Rogers Airport TSA employees. * My bag of liquids was pulled out of my suitcase and set up on the top next to the screener. I asked 3 times for my bag and said "excuse me" 3 times with no one looking in my direction and 5 people standing around right in front of me laughing and playing. I finally raised my voice and said excuse me, and was yelled at for "yelling" and told " I am stacking these bins, and have a job of this to do and have not time for you or your problem" He then lectured me for "yelling", and everyone of my bags was re-run 3 times. I have recently checked in at San Diego, Chicago, LA and DFW, and have had no one behave this way, nor has anyone complained about what I pack in my suitcase. Today they took my hot rollers out and ran them separately. Do these people have no training???? * This happens every time, to someone, when I check in at the OKC airport * I have never encountered such rude people, so involved with their power, and mostly I believe the supervisor is responsible for these behaviors. * The man's name who was the primary offender is named
(b) (6)
(b) (6)
The other 6 or 7 people were laughing and encouraging his behavior. * I believe this makes people much less patient with TSA, and probably creates more problems than they are worth. * OKC airport is the only airport I have checked into recently that requires me to show my boarding pass to pass through the screening machine.
(b) (6)
Agent Notes: Consumer Complaint BCC/CSM Response Consumer Complaint BCC/CSM Response, Placed the airport code for (OKC) into the Consumer Complaint BCC/CSM Response and BCC: the CSM of the (OKC) airport. Follow Up: To TSOC Date: From TSOC Date: Last Updated By: 5/13/2009 2:15:02 PM, (b) (6) 5/13/2009 2:41:56 PM, 5/13/2009 2:42:18 PM, Last Update Date: Opening Agent: Opened Date: 5/9/2009 3:57:55 PM Linked Event IDs:
(b) (6)
(b) (6)
(b) (6)
Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, SAN San Diego, CA, USA - Lindbergh International Airport, LAX Los Angeles, CA, USA - Los Angeles Intl Airport, DFW Dallas/Ft Worth, TX, USA - Dallas Ft Worth International, Airline: Subject Category: Discourteous- Rude Employee - Discourteous- Rude Employee Interaction Type: COMPLAINT Response Email: From: Prior Vendor To: (b) (6) Subject: Re: FW: TSA complaint <<#63509-427245#>> Body: <html><head><style type="text/css">p {margin-bottom: 0; margin-top: 0;}</style></head><body bgcolor="#ffffff" style="background: #ffffff"><html><head><style type="text/css">p {margin-bottom: 0; margin-top: 0;}</style></head><body bgcolor="#ffffff" style="background: #ffffff"> <font size="2"><div style="width:100%;word-wrap:break-word;font-family: Arial;color: #000000;"><P><FONT face=" Helvetica, sansserif,Arial">Thank you for your email message. We are sorry you were unhappy with your recent travel experience.</FONT> </P> <P> </P> <P><FONT face=" Helvetica, sans-serif,Arial">Because your complaint is regarding screening at OKC, we have forwarded a copy of your email to the Customer Service Manager at that airport. The Customer Service Manager is responsible for ensuring that the screener workforce adheres to TSA principles for professional processing.</FONT> </P> <P> </P> <P><FONT face=" Helvetica, sans-serif,Arial">We monitor the number and nature of complaints we receive to track trends and spot areas of concern that may require special attention. This ongoing process will enable us to ensure prompt, corrective action whenever we determine that security-screening policies need modification or specific employees or screener teams are the subjects of repeated complaints.</FONT> </P> <P> </P> <P><FONT face=" Helvetica, sans-serif,Arial">Again, the TSA offers sincere apologies for the discomfort you experienced while traveling and encourage you to check the latest information at </FONT><FONT face=" Helvetica, sans-serif,Arial"><A href="http://www.tsa.gov/" shape=rect>www.tsa.gov</A></FONT><FONT face=" Helvetica, sans-serif,Arial">.</FONT> </P> <P> </P> <P><FONT face=" Helvetica, sans-serif,Arial">TSA Contact Center</FONT><FONT face=" Helvetica, sans-serif,Arial"><BR clear=none></FONT></P></div> <div style="width:100%;word-wrap:break-word;font-family: Arial;color: #000000;"><p class="msonormal"> <font face="Tahoma" style="font-size: 10pt"><b><span>From:</span></b></font><font face="Tahoma" style="font-size: 10pt"><span> [mailto:(b) (6) ]</span></font><span><font face="Tahoma" style="font-size: 10pt"><br (b) (6) clear="none"></font></span><font face="Tahoma" style="font-size: 10pt"><b><span>Sent:</span></b></font><font face="Tahoma" style="font-size: 10pt"><span>
Tuesday, April 28, 2009 11:15 PM</span></font><span><font face="Tahoma" style="font-size: 10pt"><br clear="none"></font></span><font face="Tahoma" style="font-size: 10pt"><b><span>To:</span></b></font><font face="Tahoma" style="font-size: 10pt"><span> OCR-externalcompliance, tsa</span></font><span><font face="Tahoma" style="font-size: 10pt"><br clear="none"></font></span><font face="Tahoma" style="font-size: 10pt"><b><span>Subject:</span></b></font><font face="Tahoma" style="font-size: 10pt"><span> TSA complaint</span></font> </p> <p class="msonormal"> </p> <p class="msonormal"> <font face="Calibri" style="font-size: 11pt"><span>Hello,</span></font> </p> <p class="msonormal"> <font face="Calibri" style="font-size: 11pt"><span>I have never complained about TSA employees, or the screening at any airport,  but it is time to report the Oklahoma City Will Rogers Airport TSA employees.</span></font> </p> <p class="msolistparagraph" style="text-indent: -0.25in"> <font face="Symbol" style="font-size: 11pt"><span>·</span></font><font face="Times New Roman" style="font-size: 7pt"><span style="line-height: normal; font-variant: normal">         </span></font>My bag of liquids was pulled out of my suitcase and set up on the top next to the screener.  I asked 3 times for my bag and said “excuse me” 3 times with no one looking in my direction and 5 people standing around right in front of me laughing and playing.  I finally raised my voice and said excuse me, and was yelled at for “yelling” and  told “ I am stacking these bins, and have a job of this to do and have not time for you or your problem”  He then lectured me for “yelling”, and everyone of my bags was re-run 3 times.  I have recently checked in at <st1 w="#DEFAULT" st1="urn:x-prefix:st1" xmlns="#DEFAULT" st="on" city="#DEFAULT">San Diego</st1>, and DFW, and have had no one behave this way, nor has anyone complained about what I pack in my suitcase.  Today they took my hot rollers out and ran them separately.  Do these people have no training???? </p> <p style="text-indent: -0.25in" class="msolistparagraph"> <font style="font-size: 11pt" face="Symbol"><span>·</span></font><font style="font-size: 7pt" face="Times New Roman"><span style="line-height: normal; font-variant: normal">         </span></font>This happens every time, to someone, when I check in at the OKC airport </p> <p style="text-indent: -0.25in" class="msolistparagraph"> <font style="font-size: 11pt" face="Symbol"><span>·</span></font><font style="font-size: 7pt" face="Times New Roman"><span style="line-height: normal; font-variant: normal">         </span></font>I have never encountered such rude people, so involved with their power, and mostly I believe the supervisor is responsible for these behaviors. </p> <p style="text-indent: -0.25in" class="msolistparagraph"> <font style="font-size: 11pt" face="Symbol"><span>·</span></font><font style="font-size: 7pt" face="Times New Roman"><span style="line-height: normal; font-variant: normal">         </span></font>The man’s name who was the primary offender is named (b) (6) (b) (6)  The other 6 or 7 people were laughing and encouraging his behavior.  </p> <p style="text-indent: -0.25in" class="msolistparagraph"> <font style="font-size: 11pt" face="Symbol"><span>·</span></font><font style="font-size: 7pt" face="Times New Roman"><span style="line-height: normal; font-variant: normal">         </span></font>I believe this makes people much less patient with TSA, and probably creates more problems than they are worth. </p> <p style="text-indent: -0.25in" class="msolistparagraph"> <font style="font-size: 11pt" face="Symbol"><span>·</span></font><font style="font-size: 7pt" face="Times New Roman"><span style="line-height: normal; font-variant: normal">         </span></font>OKC airport is the only airport I have checked into
recently that requires me to show my boarding pass to pass through the screening machine. </p> <p class="msonormal"> </p> <p class="msonormal"> <font style="font-size: 12pt" face="Arial"><b><i><span>(b) (6) </span></i></b></font> </p></div> </font><BR><BR>------ TCC Control Number: ------<BR><<#63509-427245#>></body></html></body></html> END RECORD
CONTACT RECORD
EID: 51133883 Contact Type: Contact Date: 2009-05-13 18:37:40 Medium: EMAIL Contact Status: CLOSED Incident Date: Contact Prefix: Contact First Name: Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: (b) (6) Subject: ISSUE, TSA Contact Us: Complaints Body: THIS GENERATED EMAIL HAS BEEN SENT FROM TSA INTERNET CONTACT US -----------------------------------------------------------------------------------------------------------Remote Client IP: (b) (6) Date Time: 5/11/2009 1:37:03 PM ------------------------------------------------------------------------------------------------------------
(b) (6)
Name: Email: (b) (6) Complaints:Damaged or Missing items in Checked or Carry-on Baggage Flight Info (If applicable. Enter Flight#/Airline/Terminal/Airport/Gate/Etc):Fligt # NW 2284/ Northwest Airlines/ Will Rogers Airport Oklahoma City, OK/ Thursday, 7 May 2009 Eticket # 0122177772559 Claim # 20090508B01 Comments:When I arrived at my destination of Birmingham, AL,I noticed that I had a "TSA inspection" notice in my luggage. I noticed that my Sony digital camera and black Guess purse were missing out of my checked luggage. I caled the toll free TSA number and was routed to OKC TSA where I talked to (b) (6) After searching, I was told that my 2 items had fallen behind the table in the inspection area. Why were these items taken out of my luggage? An item should be inspected and placed back into the luggage, correct? This was a HUGE inconvience for me as I did not have my camera for the graduation ceremony that I attended. I feel that someone took the items out of my luggage with the intent to keep them for themselves. This is absolutely unacceptable. I would like feedback about the investigation and to know exactly how and why these 2 items were not placed back into my luggage. I would also like to commend (b) (6)and (b) (6) (b) (6) on their professionalism with this matter. I look forward to hearing from you. Thank you. (b) (6) Agent Notes: Claim Request Claim Request, Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) 5/13/2009 6:37:40 PM, (b) (6) 5/13/2009 6:38:51 PM, Last Update Date: Opening Agent: Opened Date: 5/11/2009 7:44:02 PM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, Airline: Northwest Airlines -¬Northwest Airlines -¬, Subject Category: Claim Form Requests - Missing items from Checked Baggage - Claim Form Requests - Missing items from Checked Baggage Interaction Type: COMPLAINT
(b) (6)
Response Email: From: Prior Vendor To: (b) (6) Subject: Re: TSA Contact Us: Complaints <<#323951-428196#>> Body: <html><head><style type="text/css">p {margin-bottom: 0; margin-top: 0;}</style></head><body bgcolor="#ffffff" style="background: #ffffff"> <font size="2"><div style="width:100%;word-wrap:break-word;font-family: Arial;color: #000000;"><P>Thank you for your e-mail message. </P> <P> </P> <P>The Transportation Security Administration (TSA) is responsible for reviewing all claims relating to the screening of passengers and their baggage. To protect your rights under federal law and to file a valid claim, you must send your claim in writing to TSA, stating the circumstances of the loss and the exact amount you are claiming (fair market value of lost or destroyed property, reasonable cost of repair for damaged property), within 2 years after your claim accrued. The claim must be signed by you or your authorized representative (e.g., an attorney or other personal representative with appropriate proof of authority). <BR clear=none> <BR clear=none>To file a claim, fill out the attached Standard Form 95 (claim form) in accordance with the instructions, and return it to the address in box #1. Please be sure to follow the instructions carefully, and to fill out the claim form completely. While use of the form is not mandatory, it will help you ensure that you meet the legal requirements for filing a claim. If you decide to file a claim, it will be processed in accordance with the Federal Tort Claims Act.<BR clear=none> <BR clear=none>Once the Claims Management Office has received your claim form, you will be sent a letter of acknowledgement and a claim number. You should keep the claim number for future reference when inquiring about your claim. TSA will try to resolve your claim as quickly as possible, but it may need time to make a further investigation of the facts. If TSA denies your claim, or has not finally resolved it within 6 months after you have filed it, you may have a right to bring your claim to court. <BR clear=none> <BR clear=none>You can also access claim forms online at the TSAGÇÖs Claims Management OfficeGÇÖs website at <A href="http://www.tsa.gov/travelers/customer/claims/index.shtm" shape=rect>www.tsa.gov/travelers/customer/claims/index.shtm</A>. This website also has information related to filing a claim, checking the status of a claim, and other claim-related issues. You can also access this website by clicking on the Claims Management Office link in the GÇ£Resource CenterGÇ¥ on TSAGÇÖs homepage at <A href="http://www.tsa.gov/" shape=rect>www.tsa.gov</A>. If you have additional questions related to the claims process, please contact the Claims Management Office at <A href="mailto:[email protected]" shape=rect>[email protected]</A>. <BR clear=none> <BR clear=none>TSA Contact Center<BR clear=none></P></div> </font><br /> <br><br><div>--- Original Message ---<BR>From: <(b) (6) ><BR>Received: 5/11/09 7:43:56 PM EDT<BR>To: "TSA Contact Center" <[email protected]><BR>Subject: TSA Contact Us: Complaints<BR><BR>THIS GENERATED EMAIL HAS BEEN SENT FROM TSA INTERNET CONTACT US<BR>-----------------------------------------------------------------------------------------------------------<BR>Remote Client IP: (b) (6) <BR>Date Time: 5/11/2009 1:37:03 PM<BR>-----------------------------------------------------------------------------------------------------------<BR><BR> <TABLE style="FONT-SIZE: 12px; WIDTH: 750px" cellSpacing=1 cellPadding=3 border=2> <TBODY> <TR> <TD style="FONT-WEIGHT: bold; WIDTH: 200px">Name:</TD> <TD (b) (6) /TD></TR> <TR> <TD style="FONT-WEIGHT: bold; WIDTH: 200px">Email:</TD> <TD (b) (6) /TD></TR> <TR> <TD style="FONT-WEIGHT: bold; WIDTH: 200px">Complaints:</TD> <TD>Damaged or Missing items in Checked or Carry-on Baggage</TD></TR> <TR> <TD style="FONT-WEIGHT: bold; WIDTH: 200px">Flight Info (If applicable. Enter Flight#/Airline/Terminal/Airport/Gate/Etc):</TD> <TD>Fligt # NW 2284/ Northwest Airlines/ Will Rogers Airport Oklahoma City, OK/ Thursday, 7 May 2009<BR>Eticket # 0122177772559<BR>Claim # 20090508B01</TD></TR> <TR> <TD style="FONT-WEIGHT: bold; WIDTH: 200px">Comments:</TD> <TD>When I arrived at my destination of Birmingham, AL,I noticed that I had a "TSA inspection" notice in my luggage. I noticed that my Sony digital camera and black Guess purse were missing out of my checked luggage. I caled the toll free TSA number and was routed to OKC TSA where I talked to (b) (6) After searching, I was told that my 2 items had fallen behind the table in the inspection area. Why were these items taken out of my luggage? An item should be inspected and placed back into the luggage, correct? This was a HUGE inconvience for me as I did not have my camera for the graduation ceremony that I attended. I feel that someone took the items out of my luggage with the intent to keep them for themselves. This is absolutely unacceptable. I would like feedback about the investigation and to know exactly how and why these 2 items were not placed back into my luggage. I would also like to commend (b) (6) on their professionalism with this matter. I look forward to hearing from you. Thank you. (b) (6) (b) (6) /TD></TR></TBODY></TABLE></div> <BR><BR>------ TCC Control Number: ------<BR><<#323951-428196#>></body></html>
END RECORD
CONTACT RECORD
EID: 51139804 Contact Type: Contact Date: 2009-05-18 14:16:49 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2009-05-12 10:30:00 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Items missing from checked bag@( OKC: Louis Vuitton clutch bag and wallet ). Body: Agent Notes: Provided caller with Claims process information. Provided caller with Claims process information. Caller stated that his wife traveled from OKC on Southwest Airlines flt #0976 enroute to ( HOU ). Follow Up: To TSOC Date: From TSOC Date: Last Updated By: 5/18/2009 2:16:49 PM 5/18/2009 2:30:41 PM, Last Update Date: Opening Agent: Opened Date: 5/18/2009 2:16:49 PM Linked Event IDs:
(b) (6)
(b) (6)
Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, HOU Houston, TX, USA - Houston Hobby Airport, Airline: Southwest AirlinesSouthwest Airlines, Subject Category: Claim Form Requests - Missing items from Checked Baggage - Claim Form Requests - Missing items from Checked Baggage Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 51143931 Contact Type: Contact Date: 2009-05-20 15:01:04 Medium: EMAIL Contact Status: CLOSED Incident Date: Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: (b) (6) Subject: ISSUE, TSA Contact Us: Complaints Body: THIS GENERATED EMAIL HAS BEEN SENT FROM TSA INTERNET CONTACT US -----------------------------------------------------------------------------------------------------------Remote Client IP: (b) (6) Date Time: 5/17/2009 11:36:02 AM ------------------------------------------------------------------------------------------------------------
Name: Email: Complaints:Damaged or Missing items in Checked or Carry-on Baggage Flight Info (If applicable. Enter Flight#/Airline/Terminal/Airport/Gate/Etc):on return trip from Oklahoma City, OK - Dallas/Fort Worth, Tx Charlotte, NC American Airlines 1242 - Left OKC, OK @ 1:50pm on May 13, 2009. Arrived @ DFW @ 2:50pm, Americare Airlines 2312 - Departed DFW @ 4:45pm - Arrived @ Charlotte, NC @ 8:25pm Comments:We had packed my daughters laptop computer inside her black & red duffel bag (the laptop itself was packed in a black NIKE nylon type backpack type bag - inside her luggage that was checked at the ticket counter - surrounded by her undergarmets) when she arrived @ Charlotte, NC her nike bag inside her luggage was gone. I know it was in her bag due to I was the 1 that had packed it. She was told @ Charlotte that it was basically her lose, & if she were lucky, she MIGHT get reinbursed for her undergarments IF she were lucky. So, basically somewhere between the time we checked her bag in & when she arrived @ Charlotte, NC, someone went thru her bag & stole her things. To say that I/we are upset is an understatement. My fiance had purchased the ticket for her to come see me, and now she is basically saying that she will never fly again because of this incident. We paid about $2,000 for her laptop, which was in addition to her $500.00+ ticket for this trip and in addition to an additional $30.00 for her baggage. I spoke to several people @ OKC about the above & they suggested I submit this info to you. I had left several messages @ Charlotte, NC that were never returned. So now that this has happened, I have had several family members say that they will not fly out for our wedding. Which to say is upsetting would be an understatement. Thank You,
(b) (6)
(b) (6)
Agent Notes: General Complaint w/Claim Response General Complaint w/Claim Response, Retrieve Items, Merged 2 or more different responses to address the consumer's concerns. Deleted all paragraphs and sentences that would not assist in answering the consumer's concerns. Included OKC and DFW lost and found numbers in response. Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) 5/20/2009 3:01:04 PM, (b) (6) 5/20/2009 3:05:32 PM, Last Update Date: Opening Agent: Opened Date: 5/18/2009 12:43:18 PM
Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, DFW Dallas/Ft Worth, TX, USA - Dallas Ft Worth International, CLT Charlotte, NC, USA - Charlotte/Douglas Intl Airport, Airline: American Airlines -¬American Airlines -¬, Subject Category: Claim Form Requests - Missing items from Checked Baggage - Claim Form Requests - Missing items from Checked Baggage Interaction Type: COMPLAINT Response Email: From: Prior Vendor To: (b) (6) Subject: Re: TSA Contact Us: Complaints <<#326700-431338#>> Body: <html><head><style type="text/css">p {margin-bottom: 0; margin-top: 0;}</style></head><body bgcolor="#ffffff" style="background: #ffffff"> <font size="2"><div style="width:100%;word-wrap:break-word;font-family: Arial;color: #000000;"><P><FONT size=3>Thank you for your e-mail concerning your travel experience. <BR clear=none> <BR clear=none>Enhanced security measures require that all checked baggage undergo some form of screening for prohibited items. Physical search of the luggage is required to clear every alarm. Transportation Security Administration (TSA) screeners should exercise great care during the screening process to ensure that passengers' belongings are returned and not damaged when a bag needs to be opened. We regret if these high standards were not met.</FONT> </P> <P> </P> <P><FONT face=" Helvetica, sans-serif,Arial" size=3>Each airport establishes procedures for handling lost and found items. TSA follows those procedures where they exist. The airports in those instances are responsible for holding and disposing items under applicable local laws. </FONT><FONT face=" Helvetica, sans-serif,Arial" size=3>In an airport where no policy exists, found articles are collected, stored, and disposed of under General Services Administration rules. TSA is unable to identify and return all items, but may be able to locate and return items on a case-by-case basis. </FONT><EM><FONT face=" Helvetica, sans-serif,Arial" size=3><STRONG>We suggest you contact the airports at which your items were missing at:</STRONG></FONT></EM> </P> <P> </P> <P><EM><FONT size=3><STRONG>OKC: 405-680-3233</STRONG></FONT></EM> </P> <P><EM><FONT size=3><STRONG>DFW: 972-425-2465<BR clear=none></STRONG></FONT></EM><FONT size=3> <BR clear=none>We monitor the number and nature of complaints we receive to track trends and spot areas of concern that may require special attention. This ongoing process will enable us to ensure prompt, corrective action whenever we determine that security screening policies need modification or specific employees or screener teams are the subject of repeated complaints.<BR clear=none> <BR clear=none>TSA is responsible for reviewing all claims relating to the screening of passengers and their baggage. To protect your rights under federal law and to file a valid claim, you must send your claim in writing to TSA, stating the circumstances of the loss and the exact amount you are claiming (fair market value of lost or destroyed property, reasonable cost of repair for damaged property), within 2 years after your claim accrued. The claim must be signed by you or your authorized representative (e.g., an attorney or other personal representative with appropriate proof of authority). <BR clear=none> <BR clear=none>To file a claim, fill out the attached Standard Form 95 (claim form) in accordance with the instructions, and return it to the address in box #1. Please be sure to follow the instructions carefully, and to fill out the claim form completely. While use of the form is not mandatory, it will help you ensure that you meet the legal requirements for filing a claim. If you decide to file a claim, it will be processed in accordance with the Federal Tort Claims Act.<BR clear=none> <BR clear=none>Once the Claims Management Office has received your claim form, you will be sent a letter of acknowledgement and a claim number. You should keep the claim number for future reference when inquiring about your claim. TSA will try to resolve your claim as quickly as possible, but it may need time to make a further investigation of the facts. If TSA denies your claim, or has not finally resolved it within 6 months after you have filed it, you may have a right to bring your claim to court. <BR clear=none> <BR clear=none>You can also access claim forms online at the TSAGÇÖs Claims Management OfficeGÇÖs website at <A href="http://www.tsa.gov/travelers/customer/claims/index.shtm" shape=rect>www.tsa.gov/travelers/customer/claims/index.shtm</A>. This website also has information related to filing a claim, checking the status of a claim, and other claim-related issues. You can also access this website by clicking on the Claims Management Office link in the GÇ£Resource CenterGÇ¥ on TSAGÇÖs homepage at <A href="http://www.tsa.gov/" shape=rect>www.tsa.gov</A>. If you have additional questions related to the claims process, please contact the Claims Management Office at <A href="mailto:[email protected]" shape=rect>[email protected]</A>. </FONT></P> <P><FONT size=3> </FONT> </P> <P><FONT size=3>TSA Contact Center</FONT><BR clear=none></P></div> </font><br /> <br><br><div>--- Original Message ---<BR>From: <(b) (6) ><BR>Received: 5/18/09 12:43:18 PM EDT<BR>To: "TSA Contact Center" <[email protected]><BR>Subject: TSA Contact Us: Complaints<BR><BR>THIS GENERATED EMAIL HAS BEEN SENT FROM TSA INTERNET CONTACT US<BR>-----------------------------------------------------------------------------------------------------------<BR>Remote Client IP: (b) (6) <BR>Date Time: 5/17/2009 11:36:02 AM<BR>-----------------------------------------------------------------------------------------------------------<BR><BR>
<TABLE style="FONT-SIZE: 12px; WIDTH: 750px" cellSpacing=1 cellPadding=3 border=2> <TBODY> <TR> <TD style="FONT-WEIGHT: bold; WIDTH: 200px">Name:</TD> <TD (b) (6) </TD></TR> <TR> <TD style="FONT-WEIGHT: bold; WIDTH: 200px">Email:</TD> <TD (b) (6) </TD></TR> <TR> <TD style="FONT-WEIGHT: bold; WIDTH: 200px">Complaints:</TD> <TD>Damaged or Missing items in Checked or Carry-on Baggage</TD></TR> <TR> <TD style="FONT-WEIGHT: bold; WIDTH: 200px">Flight Info (If applicable. Enter Flight#/Airline/Terminal/Airport/Gate/Etc):</TD> <TD>on return trip from Oklahoma City, OK - Dallas/Fort Worth, Tx - Charlotte, NC<BR><BR>American Airlines 1242 - Left OKC, OK @ 1:50pm on May 13, 2009. Arrived @ DFW @ 2:50pm, <BR><BR>Americare Airlines 2312 - Departed DFW @ 4:45pm - Arrived @ Charlotte, NC @ 8:25pm</TD></TR> <TR> <TD style="FONT-WEIGHT: bold; WIDTH: 200px">Comments:</TD> <TD>We had packed my daughters laptop computer inside her black & red duffel bag (the laptop itself was packed in a black NIKE nylon type backpack type bag - inside her luggage that was checked at the ticket counter - surrounded by her undergarmets) when she arrived @ Charlotte, NC her nike bag inside her luggage was gone. I know it was in her bag due to I was the 1 that had packed it. She was told @ Charlotte that it was basically her lose, & if she were lucky, she MIGHT get reinbursed for her undergarments IF she were lucky. So, basically somewhere between the time we checked her bag in & when she arrived @ Charlotte, NC, someone went thru her bag & stole her things. To say that I/we are upset is an understatement. My fiance had purchased the ticket for her to come see me, and now she is basically saying that she will never fly again because of this incident. We paid about $2,000 for her laptop, which was in addition to her $500.00+ ticket for this trip and in addition to an additional $30.00 for her baggage. I spoke to several people @ OKC about the above & they suggested I submit this info to you. I had left several messages @ Charlotte, NC that were never returned. So now that this has happened, I have had several family members say that they will not fly out for our wedding. Which to say is upsetting would be an understatement. <BR>Thank You,<BR>(b) (6) </TD></TR></TBODY></TABLE></div> <BR><BR>------ TCC Control Number: ------<BR><<#326700-431338#>></body></html> END RECORD
CONTACT RECORD
EID: 51143939 Contact Type: Contact Date: 2009-05-20 15:03:58 Medium: EMAIL Contact Status: CLOSED Incident Date: Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: (b) (6) Subject: ISSUE, TSA Contact Us: Complaints Body: THIS GENERATED EMAIL HAS BEEN SENT FROM TSA INTERNET CONTACT US -----------------------------------------------------------------------------------------------------------Remote Client IP: (b) (6) Date Time: 5/16/2009 6:06:57 PM ------------------------------------------------------------------------------------------------------------
Name: Email: Complaints:My Complaint is Not Listed Here Flight Info (If applicable. Enter Flight#/Airline/Terminal/Airport/Gate/Etc):None. Comments:I have been trying to apply for a job with your company on your website and everytime I click on the page to apply the page is either blank or the link is broken, I am a CLEET licensed armed security officer and I would like to apply for a job in Oklahoma City, Oklahoma with TSA. I've called the help desk an couldn't get help, they told me to go to the website and that is why I sent this to you Agent Notes: Transfer to Responses Needed Mailbox-Email Only Transfer to Responses Needed Mailbox-Email Only, Follow Up: To TSOC Date: From TSOC Date: Last Updated By: 5/20/2009 3:03:58 PM,(b) (6) 5/20/2009 3:04:54 PM 5/24/2009 11:38:17 AM (b) (6) 9/9/2010 12:14:37 PM, Last Update Date: Opening Agent: Opened Date: 5/16/2009 10:36:19 PM Linked Event IDs:
(b) (6)
(b) (6)
(b) (6)
Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, Airline: Subject Category: Prospective Employees- Employment with TSA - Prospective Employees- Employment with TSA Interaction Type: COMPLAINT Response Email: From: Prior Vendor To: (b) (6) Subject: Re: TSA Contact Us: Complaints Body: <//ORIG000000000><//ORIG000000000>
END RECORD
CONTACT RECORD
EID: 51145319 Contact Type: Contact Date: 2009-05-21 12:27:21 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2009-05-17 16:30:00 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Caller stated she is missing a dog show catalogue from her checked luggage @ OKC, Body: Agent Notes: Provided Lost and Found information to caller and declined to file a claim. Provided Lost and Found information to caller and declined to file a claim. NOI was inside. Follow Up: To TSOC Date: From TSOC Date: Last Updated By: 5/21/2009 12:32:41 PM, 5/21/2009 12:51:04 PM, Last Update Date: Opening Agent: Opened Date: 5/21/2009 12:27:21 PM Linked Event IDs:
(b) (6)
(b) (6)
(b) (6)
Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, DFW Dallas/Ft Worth, TX, USA - Dallas Ft Worth International, Airline: American Airlines -¬American Airlines -¬, Subject Category: Claim Form Requests - Missing items from Checked Baggage - Claim Form Requests - Missing items from Checked Baggage Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 51146222 Contact Type: Contact Date: 2009-05-21 18:13:16 Medium: EMAIL Contact Status: CLOSED Incident Date: 2009-05-13 13:50:00 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: (b) (6) Subject: ISSUE, TSA Contact Us: Complaints Body: THIS GENERATED EMAIL HAS BEEN SENT FROM TSA INTERNET CONTACT US -----------------------------------------------------------------------------------------------------------Remote Client IP: (b) (6) Date Time: 5/18/2009 11:07:24 AM ------------------------------------------------------------------------------------------------------------
Name: (b) (6) Email: (b) (6) Complaints:Damaged or Missing items in Checked or Carry-on Baggage Flight Info (If applicable. Enter Flight#/Airline/Terminal/Airport/Gate/Etc):Flight Info (If applicable. Enter Flight#/Airline/Terminal/Airport/Gate/Etc): on return trip from Oklahoma City, OK - Dallas/Fort Worth, Tx - Charlotte, NC American Airlines 1242 - Left OKC, OK @ 1:50pm on May 13, 2009. Arrived @ DFW @ 2:50pm, Americare Airlines 2312 - Departed DFW @ 4:45pm - Arrived @ Charlotte, NC @ 8:25pm Comments:THIS IS THE SECOND TIME I HAVE SENT THIS NOW, WITH STILL NO RESPONSE BACK OTHER THAN AN AUTOMATED MESSAGE THAT IT WOULD BE FORWARDED.. Flag this message TSA Contact Us: Complaints Sunday, May 17, 2009 11:36 AM From: "[email protected]" <[email protected]> Add sender to Contacts To:
(b) (6)
Thank you for your inquiry to the Transportation Security Administration submitted on 5/17/2009 at 11:36 AM. We have forwarded your email to the appropriate group for response. Name: (b) (6) Email: (b) (6) Complaints: Damaged or Missing items in Checked or Carry-on Baggage Flight Info (If applicable. Enter Flight#/Airline/Terminal/Airport/Gate/Etc): on return trip from Oklahoma City, OK - Dallas/Fort Worth, Tx Charlotte, NC American Airlines 1242 - Left OKC, OK @ 1:50pm on May 13, 2009. Arrived @ DFW @ 2:50pm, Americare Airlines 2312 - Departed DFW @ 4:45pm - Arrived @ Charlotte, NC @ 8:25pm Comments: We had packed my daughters laptop computer inside her black & red duffel bag (the laptop itself was packed in a black NIKE
nylon type backpack type bag - inside her luggage that was checked at the ticket counter - surrounded by her undergarmets) when she arrived @ Charlotte, NC her nike bag inside her luggage was gone. I know it was in her bag due to I was the 1 that had packed it. She was told @ Charlotte that it was basically her lose, & if she were lucky, she MIGHT get reinbursed for her undergarments IF she were lucky. So, basically somewhere between the time we checked her bag in & when she arrived @ Charlotte, NC, someone went thru her bag & stole her things. To say that I/we are upset is an understatement. My fiance had purchased the ticket for her to come see me, and now she is basically saying that she will never fly again because of this incident. We paid about $2,000 for her laptop, which was in addition to her $500.00+ ticket for this trip and in addition to an additional $30.00 for her baggage. I spoke to several people @ OKC about the above & they suggested I submit this info to you. I had left several messages @ Charlotte, NC that were never returned. So now that this has happened, I have had several family members say that they will not fly out for our wedding. Which to say is upsetting would be an understatement. Thank You,
(b) (6)
Agent Notes: Retrieve Items & Claims Response Retrieve Items & Claims Response, Claim Request, Sent duplicate response from 5-2009 because customer claims she did not receive it the first time. Follow Up: To TSOC Date: From TSOC Date: Last Updated By: 5/21/2009 6:13:16 PM, (b) (6) 5/21/2009 6:18:43 PM, Last Update Date: Opening Agent: Opened Date: 5/18/2009 7:50:37 PM Linked Event IDs:
(b) (6)
Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, DFW Dallas/Ft Worth, TX, USA - Dallas Ft Worth International, Airline: American Airlines -¬American Airlines -¬, Subject Category: Claim Form Requests - Missing items from Checked Baggage - Claim Form Requests - Missing items from Checked Baggage Interaction Type: COMPLAINT Response Email: From: Prior Vendor To: (b) (6) Subject: Re: TSA Contact Us: Complaints <<#326700-431831#>> Body: <html><head><style type="text/css">p {margin-bottom: 0; margin-top: 0;}</style></head><body bgcolor="#ffffff" style="background: #ffffff"> <font size="2"><div style="width:100%;word-wrap:break-word;font-family: Arial;color: #000000;"><P><FONT size=3>Thank you for your e-mail concerning your travel experience. <BR clear=none> <BR clear=none>Enhanced security measures require that all checked baggage undergo some form of screening for prohibited items. Physical search of the luggage is required to clear every alarm. Transportation Security Administration (TSA) screeners should exercise great care during the screening process to ensure that passengers' belongings are returned and not damaged when a bag needs to be opened. We regret if these high standards were not met.</FONT> </P> <P> </P> <P><FONT face=" Helvetica,Arial, sans-serif" size=3>Each airport establishes procedures for handling lost and found items. TSA follows those procedures where they exist. The airports in those instances are responsible for holding and disposing items under applicable local laws. </FONT><FONT face=" Helvetica,Arial, sans-serif" size=3>In an airport where no policy exists, found articles are collected, stored, and disposed of under General Services Administration rules. TSA is unable to identify and return all items, but may be able to locate and return items on a case-by-case basis. </FONT><EM><FONT face=" Helvetica,Arial, sans-serif" size=3><STRONG>We suggest you contact the airports at which your items were missing at:</STRONG></FONT></EM> </P> <P> </P> <P><EM><FONT size=3><STRONG>OKC: 405-680-3233</STRONG></FONT></EM> </P> <P><EM><FONT size=3><STRONG>DFW: 972-425-2465<BR clear=none></STRONG></FONT></EM><FONT size=3> <BR clear=none>We monitor the number and nature of complaints we receive to track trends and spot areas of concern that may require special attention. This ongoing process will enable us to ensure prompt, corrective action whenever we determine that security screening policies need modification or specific employees or screener teams are the subject of repeated complaints.<BR clear=none> <BR clear=none>TSA is responsible for reviewing all claims relating to the screening of passengers and their baggage. To protect your rights under federal law and to file a valid claim, you must send your claim in writing to TSA, stating the circumstances of the loss and the exact amount you are claiming (fair market value of lost or destroyed property, reasonable cost of repair for damaged property), within 2 years after your claim accrued. The claim must be signed by you or your authorized representative (e.g., an attorney or other personal representative with appropriate proof of authority). <BR clear=none> <BR clear=none>To file a claim, fill out the attached Standard Form 95 (claim form) in accordance with the instructions, and return it to the address in box #1. Please be sure to follow the instructions carefully, and to fill out the claim form completely. While use of the form is not mandatory, it will help you ensure that you meet the legal requirements for filing a claim. If you decide to file a
claim, it will be processed in accordance with the Federal Tort Claims Act.<BR clear=none> <BR clear=none>Once the Claims Management Office has received your claim form, you will be sent a letter of acknowledgement and a claim number. You should keep the claim number for future reference when inquiring about your claim. TSA will try to resolve your claim as quickly as possible, but it may need time to make a further investigation of the facts. If TSA denies your claim, or has not finally resolved it within 6 months after you have filed it, you may have a right to bring your claim to court. <BR clear=none> <BR clear=none>You can also access claim forms online at the TSAGÇÖs Claims Management OfficeGÇÖs website at <A href="http://www.tsa.gov/travelers/customer/claims/index.shtm" shape=rect>www.tsa.gov/travelers/customer/claims/index.shtm</A>. This website also has information related to filing a claim, checking the status of a claim, and other claim-related issues. You can also access this website by clicking on the Claims Management Office link in the GÇ£Resource CenterGÇ¥ on TSAGÇÖs homepage at <A href="http://www.tsa.gov/" shape=rect>www.tsa.gov</A>. If you have additional questions related to the claims process, please contact the Claims Management Office at <A href="mailto:[email protected]" shape=rect>[email protected]</A>. </FONT></P> <P><FONT size=3> </FONT> </P> <P><FONT size=3>TSA Contact Center</FONT><BR clear=none></P> <P><BR clear=none> </P></div> </font><br /> <br><br><div>--- Original Message ---<BR>From: < (b) (6) ><BR>Received: 5/18/09 7:50:34 PM EDT<BR>To: "TSA Contact Center" <[email protected]><BR>Subject: TSA Contact Us: Complaints<BR><BR>THIS GENERATED EMAIL HAS BEEN SENT FROM TSA INTERNET CONTACT US<BR>-----------------------------------------------------------------------------------------------------------<BR>Remote Client IP: (b) (6) <BR>Date Time: 5/18/2009 11:07:24 AM<BR>-----------------------------------------------------------------------------------------------------------<BR><BR> <TABLE style="FONT-SIZE: 12px; WIDTH: 750px" cellSpacing=1 cellPadding=3 border=2> <TBODY> <TR> <TD style="FONT-WEIGHT: bold; WIDTH: 200px">Name:</TD> <TD>(b) (6) </TD></TR> <TR> <TD style="FONT-WEIGHT: bold; WIDTH: 200px">Email:</TD> <TD>(b) (6) </TD></TR> <TR> <TD style="FONT-WEIGHT: bold; WIDTH: 200px">Complaints:</TD> <TD>Damaged or Missing items in Checked or Carry-on Baggage</TD></TR> <TR> <TD style="FONT-WEIGHT: bold; WIDTH: 200px">Flight Info (If applicable. Enter Flight#/Airline/Terminal/Airport/Gate/Etc):</TD> <TD>Flight Info (If applicable. Enter Flight#/Airline/Terminal/Airport/Gate/Etc): on return trip from Oklahoma City, OK - Dallas/Fort Worth, Tx - Charlotte, NC<BR><BR>American Airlines 1242 - Left OKC, OK @ 1:50pm on May 13, 2009. Arrived @ DFW @ 2:50pm,<BR><BR>Americare Airlines 2312 - Departed DFW @ 4:45pm - Arrived @ Charlotte, NC @ 8:25pm</TD></TR> <TR> <TD style="FONT-WEIGHT: bold; WIDTH: 200px">Comments:</TD> <TD>THIS IS THE SECOND TIME I HAVE SENT THIS NOW, WITH STILL NO RESPONSE BACK OTHER THAN AN AUTOMATED MESSAGE THAT IT WOULD BE FORWARDED..<BR><BR>Flag this message<BR>TSA Contact Us: Complaints<BR>Sunday, May 17, 2009 11:36 AM<BR>From:<BR>"[email protected]" <[email protected]><BR>Add sender to Contacts<BR>To:<BR>(b) (6) BR>Thank you for your inquiry to the Transportation Security Administration submitted on 5/17/2009 at 11:36 AM. We have forwarded your email to the appropriate group for response.<BR><BR>Name: (b) (6) <BR>Complaints: Damaged or Missing items in Checked or Carry-on Baggage<BR>Flight Info (b) (6) <BR>Email: (b) (6) (If applicable. Enter Flight#/Airline/Terminal/Airport/Gate/Etc): on return trip from Oklahoma City, OK - Dallas/Fort Worth, Tx - Charlotte, NC<BR><BR>American Airlines 1242 - Left OKC, OK @ 1:50pm on May 13, 2009. Arrived @ DFW @ 2:50pm,<BR><BR>Americare Airlines 2312 - Departed DFW @ 4:45pm - Arrived @ Charlotte, NC @ 8:25pm<BR>Comments: We had packed my daughters laptop computer inside her black & red duffel bag (the laptop itself was packed in a black NIKE nylon type backpack type bag - inside her luggage that was checked at the ticket counter - surrounded by her undergarmets) when she arrived @ Charlotte, NC her nike bag inside her luggage was gone. I know it was in her bag due to I was the 1 that had packed it. She was told @ Charlotte that it was basically her lose, & if she were lucky, she MIGHT get reinbursed for her undergarments IF she were lucky. So, basically somewhere between the time we checked her bag in & when she arrived @ Charlotte, NC, someone went thru her bag & stole her things. To say that I/we are upset is an understatement. My fiance had purchased the ticket for her to come see me, and now she is basically saying that she will never fly again because of this incident. We paid about $2,000 for her laptop, which was in addition to her $500.00+ ticket for this trip and in addition to an additional $30.00 for her baggage. I spoke to several people @ OKC about the above & they suggested I submit this info to you. I had left several messages @ Charlotte, NC that were never returned. So now that this has happened, I have had several family members say that they will not fly out for our wedding. Which to say is upsetting would be an understatement.<BR>Thank You,<BR>(b) (6) /TD></TR></TBODY></TABLE></div> <BR><BR>------ TCC Control Number: ------<BR><<#326700-431831#>></body></html> END RECORD
CONTACT RECORD
EID: 51147289 Contact Type: Contact Date: 2009-05-22 14:17:33 Medium: EMAIL Contact Status: CLOSED Incident Date: Contact Prefix: Contact First Name: Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: (b) (6) Subject: ISSUE, Greeting Body: Greeting,
(b) (6)
I'm a student from China now study in Oklahoma City University,when I back to home on last Saturday,the TSA has open my luggage,and they put a pepper in to my luggage. when I back home I found a very important disc disappeared.It's possible to find it from TSA in OKC airport? My flight code is NW2108,May.16th from OKC to MSP. Seat 13B,name Sun/He Thanks
(b) (6)
Oklahoma City University Oklahoma City, OK. USA.
(b) (6)
_____ ???? MSN ???,??Messenger ????! ?????! <http://im.live.cn/safe/> Agent Notes: Retrieve Items & Claims Response Retrieve Items & Claims Response, inserted lost and found Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) 5/22/2009 2:17:33 PM, (b) (6) 5/22/2009 2:18:26 PM, Last Update Date: Opening Agent: Opened Date: 5/19/2009 1:41:32 PM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, MSP Minneapolis, MN, USA - Minneapolis/St Paul Intl Airport, Airline: Northwest Airlines -¬Northwest Airlines -¬, Subject Category: Claim Form Requests - Missing items from Checked Baggage - Claim Form Requests - Missing items from Checked
Baggage Interaction Type: COMPLAINT Response Email: From: Prior Vendor To: (b) (6) Subject: Re: Greeting <<#327689-432472#>> Body: <html><head><style type="text/css">p {margin-bottom: 0; margin-top: 0;}</style></head><body bgcolor="#ffffff" style="background: #ffffff"> <font size="2"><div style="width:100%;word-wrap:break-word;font-family: Arial;color: #000000;"><P>Thank you for your email message regarding the retrieval of lost items. <BR clear=none> <BR clear=none>Each airport establishes procedures for handling lost and found items. The Transportation Security Administration (TSA) follows those procedures where they exist. The airports in those instances are responsible for holding and disposing items under applicable local laws. Items, such as locks, tags, straps, and other external luggage pieces, are often lost or damaged as the baggage goes through the baggage handling equipment and may or may not have been found by airline/airport personnel. </P> <P> </P> <P>In an airport where no policy exists, found articles are collected, stored, and disposed of under General Services Administration rules. TSA is unable to identify and return all items, but may be able to locate and return items on a case-by-case basis. We suggest you contact the airport where your items were confiscated or lost at 405-680-3233 (OKC) </P> <P> <BR clear=none>We work very hard to achieve consistency in the security processes. As we inspect screening operations at airports and receive feedback from the traveling public, we address inconsistencies and ensure corrective actions are taken, when necessary. We will continue to do all that we can to inspect screening operations and provide written procedures and training to specify how the process is to be applied.<BR clear=none> <BR clear=none>To file a claim, fill out the attached Standard Form 95 (claim form) in accordance with the instructions, and return it to the address in box #1. Please be sure to follow the instructions carefully, and to fill out the claim form completely. While use of the form is not mandatory, it will help you ensure that you meet the legal requirements for filing a claim. If you decide to file a claim, it will be processed in accordance with the Federal Tort Claims Act.<BR clear=none> <BR clear=none>Once the Claims Management Office has received your claim form, you will be sent a letter of acknowledgement and a claim number. You should keep the claim number for future reference when inquiring about your claim. TSA will try to resolve your claim as quickly as possible, but it may need time to make a further investigation of the facts. If TSA denies your claim, or has not finally resolved it within 6 months after you have filed it, you may have a right to bring your claim to court. <BR clear=none> <BR clear=none>You can also access claim forms online at the TSAGÇÖs Claims Management OfficeGÇÖs website at <A href="http://www.tsa.gov/travelers/customer/claims/index.shtm" shape=rect>www.tsa.gov/travelers/customer/claims/index.shtm</A>. This website also has information related to filing a claim, checking the status of a claim, and other claim-related issues. You can also access this website by clicking on the Claims Management Office link in the GÇ£Resource CenterGÇ¥ on TSAGÇÖs homepage at <A href="http://www.tsa.gov/" shape=rect>www.tsa.gov</A>. If you have additional questions related to the claims process, please contact the Claims Management Office at <A href="mailto:[email protected]" shape=rect>[email protected]</A>. <BR clear=none> <BR clear=none>TSA Contact Center<BR clear=none></P></div> </font><br /> <br><br><div>--- Original Message ---<BR>From: < (b) (6) gt;<BR>Received: 5/19/09 1:41:36 PM EDT<BR>To: "TSA Contact Center" <[email protected]><BR>Subject: Greeting<BR><BR> <STYLE>.hmmessage P{margin:0px;padding:0px}body.hmmessage{font-size: 10pt; font-family:Verdana}</STYLE> Greeting,<BR><BR>I'm a student from China now study in Oklahoma City University,when I back to home on last Saturday,the TSA has open my luggage,and they put a pepper in to my luggage. when I back home I found a very important disc disappeared.It's possible to find it from TSA in OKC airport?<BR><BR>My flight code is NW2108,May.16th from OKC to MSP.<BR>Seat 13B,name (b) (6) <BR><BR>Thanks<BR><BR><BR><FONT size=3><FONT face="Garamond, Times, Serif, Simsun"><FONT color=#003366 (b) (6) BR>Oklahoma City University</FONT></FONT><BR><FONT face="Garamond, Times, Serif, Simsun" color=#003366>Oklahoma City, OK. USA.</FONT><BR><FONT face="Garamond, Times, Serif, Simsun" color=#003366>(b) (6) </FONT></FONT><BR><BR> <BR><BR><BR><BR> <HR> t½ïsê+S+ïF++ MSN S+¥µèñt¢+n+îS+¥TÜ£Messenger s«ësà¿t¿¦s«Ün+ü <A href="http://im.live.cn/safe/" target=_new>tĦs£¿s¦¦S+ïF++n+ü</A> </div> <BR><BR>------ TCC Control Number: ------<BR><<#327689-432472#>></body></html> END RECORD
CONTACT RECORD
EID: 51153507 Contact Type: Contact Date: 2009-05-27 11:02:54 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2009-05-24 05:45:00 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Caller wanted to report that screener made mess of checked bag and items were not re-packed properly after screening at (OKC). Caller stated that her hair oil spilled throughout her bag and damaged one her dresses. Caller had the oil within a plastic bag tied up, however after the inspection, the bag was left untied. Body: Agent Notes: Advised caller we would note issue, and advised caller how to file a claim. Advised caller we would note issue, and advised caller how to file a claim. NOI was not located in luggage Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) 5/27/2009 11:07:15 AM, Last Update Date: Opening Agent: Opened Date: 5/27/2009 11:02:54 AM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, DEN Denver, CO, USA - Denver International, LAS Las Vegas, NV, USA - Mccarran International Airport, Airline: Frontier Airlines (present)Frontier Airlines (present), Subject Category: Mishandling of Passengers Property - Disarrayed Carry-on/Checked Baggage - Mishandling of Passengers Property Disarrayed Carry-on/Checked Baggage Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 51155725 Contact Type: Contact Date: 2009-05-28 13:54:20 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2009-05-26 19:00:00 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Caller wants to report that their TSA accepted lock is missing after traveling through (OKC), Body: Agent Notes: Web address given to download claim form Web address given to download claim form Caller stated she traveled on the 26th May from OKC into ORD via United Airlines departing 7pm. She indicated she had a NOI inside her luggage as a result she had TSA locks on the luggage that were not returned. Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) 5/28/2009 1:58:20 PM, Last Update Date: Opening Agent: Opened Date: 5/28/2009 1:54:20 PM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, ORD Chicago, IL, USA - O'hare International Airport, Airline: United Airlines -¬United Airlines -¬, Subject Category: TSA Accepted Locks - Missing or Damaged - TSA Accepted Locks - Missing or Damaged Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 51167523 Contact Type: Contact Date: 2009-06-05 13:13:03 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2009-06-05 04:00:00 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Caller stated that she is upset about the manner in which the screener handled her carry on bag. Caller stated that she informed caller that she was on an international flight and screener continued to move more slowly. Caller missed her flight.... Body: Agent Notes: Forwarded complaint to CSM Forwarded complaint to CSM Flight #605 Follow Up: stated that she is upset about the manner in which the screener handled her carry on bag. (b) (6) stated that she informed caller that she was on an international flight and screener continued to move more slowly. She mentioned that she did arrive in enough time to make her flight and offered to assist screener with the re-packing with her luggage. (b) (6) said that the screener told her to get back and let him do his job. (b) (6) is very upset and would like for someone to give her a call back and reimburser her. (b) (6) is requesting that someone give her a call back. To TSOC Date: From TSOC Date: Last Updated By: (b) (6) 6/5/2009 1:25:16 PM, 6/5/2009 1:25:47 PM 6/5/2009 1:29:35 PM (b) (6) 6/5/2009 1:37:59 PM,(b) (6) 6/5/2009 1:39:27 PM (b) (6) /5/2009 1:39:34 PM, (b) (6) 6/5/2009 2:36:31 PM, (b) (6) 6/5/2009 2:36:44 PM (b) (6) 6/5/2009 2:36:50 PM, Last Update Date: Opening Agent: Opened Date: 6/5/2009 1:13:03 PM Linked Event IDs:
(b) (6)
(b) (6)
(b) (6)
Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, Airline: Continental Airlines (present) -¬Continental Airlines (present) -¬, Subject Category: Mishandling of Passengers Property - Disarrayed Carry-on/Checked Baggage - Mishandling of Passengers Property Disarrayed Carry-on/Checked Baggage Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 51168564 Contact Type: Contact Date: 2009-06-05 23:32:33 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2009-06-05 13:50:00 Contact Prefix: (b) (6) Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Caller wants to report their Non-TSA accepted lock is missing after traveling through (okc), Body: Agent Notes: Said TSA not liable for such locks. At caller's behest, SF-95 walked thru website Said TSA not liable for such locks. At caller's behest, SF-95 walked thru website Advised caller to use Travel Sentry or Safe Skies locks which are TSA accepted to avoid having lock cut during screening. Also informed the caller that the screeners at foreign airports do not have access to unlock and lock the TSA accepted locks as a TSA screener would be able too. Informed caller if they needed more information regarding the locks and how to obtain them they can go to the travel sentry website Recorded the call Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) 6/5/2009 11:41:27 PM, Last Update Date: Opening Agent: Opened Date: 6/5/2009 11:32:33 PM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, LGA New York, NY, USA - Laguardia, Airline: Subject Category: TSA Accepted Lock - Non TSA Accepted Lock - TSA Accepted Lock - Non TSA Accepted Lock Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 51168567 Contact Type: Contact Date: 2009-06-05 23:37:08 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2009-06-05 15:50:00 Contact Prefix: Contact First Name: Contact Middle Initial: Contact Last Name Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Items damaged in checked bag @ (OKC & zipper). Body: Agent Notes: Provided caller with information on the claims process from tsa.gov. Provided caller with information on the claims process from tsa.gov. Caller's zipper is broken. Her baggage was open when she recieved it from the carousel. Nothing is missing. Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) 6/5/2009 11:42:49 PM, Last Update Date: Opening Agent: Opened Date: 6/5/2009 11:37:08 PM Linked Event IDs:
(b) (6)
(b) (6)
(b) (6)
Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, DEN Denver, CO, USA - Denver International, SEA Seattle, WA, USA - Seattle Tacoma Intl Airport, Airline: United Airlines -¬United Airlines -¬, Subject Category: Claim Form Requests-Checked Bag - Claim Form Requests-Checked Bag Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 51179280 Contact Type: Contact Date: 2009-06-13 12:41:23 Medium: EMAIL Contact Status: CLOSED Incident Date: Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: (b) (6) Subject: ISSUE, TSA Contact Us: Complaints Body: THIS GENERATED EMAIL HAS BEEN SENT FROM TSA INTERNET CONTACT US -----------------------------------------------------------------------------------------------------------Remote Client IP: (b) (6) Date Time: 6/9/2009 8:26:30 PM ------------------------------------------------------------------------------------------------------------
Name: (b) (6) Email: (b) (6) Complaints:My Complaint is Not Listed Here Flight Info (If applicable. Enter Flight#/Airline/Terminal/Airport/Gate/Etc):Oklahoma City Continental Airline flight 605 leaving OKC Tuesday June 9th, 2009. Comments:I went down to the terminal with my daughter and was going through the security and had a rude employee lady concerning my shoes and my stimulator in my back and wouldn't listen to me that I can't take it out and or off it is implanted in my back, and showed the card from the company with the emergency doctor number and etc and told her that it is hard for me to take my shoes off and made me take them off before going through and would had to walk long distance to get them off and get my socks dirty. I am NOT happy and am thinking twice about flying and warning others with disabilities how people with disabilities are treated through the screening process and the employees of TSA are very rude and care less about u to make it easier for us to go through and clear it. I have been told I could make a suit against you and or contact the Department of Justice concerning you and the employee because of the treatment and etc Agent Notes: Consumer Complaint BCC/CSM Response Consumer Complaint BCC/CSM Response, BCC OKC SHM/CSQIM (b) (6) at (b) (6) Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) 6/13/2009 12:41:23 PM, (b) (6) 6/13/2009 12:49:33 PM, Last Update Date: Opening Agent: Opened Date: 6/10/2009 12:26:04 PM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, Airline: Continental Airlines (present) -¬Continental Airlines (present) -¬, Subject Category: Discourteous- Rude Employee - Discourteous- Rude Employee Interaction Type: COMPLAINT Response Email: From: Prior Vendor To: (b) (6)
Subject: Re: TSA Contact Us: Complaints <<#337431-443436#>> Body: <html><head><style type="text/css">p {margin-bottom: 0; margin-top: 0;}</style></head><body bgcolor="#ffffff" style="background: #ffffff"> <font size="2"><div style="width:100%;word-wrap:break-word;font-family: Arial;color: #000000;"><P><FONT face=" Helvetica, sansserif,Arial" size=3>Thank you for your email message. We are sorry you were unhappy with your recent travel experience.</FONT> </P> <P><FONT size=3> </FONT> </P> <P><FONT face=" Helvetica, sans-serif,Arial" size=3>Because your complaint is regarding screening at OKC, we have forwarded a copy of your email to the Customer Service Manager at that airport. The Customer Service Manager is responsible for ensuring that the screener workforce adheres to TSA principles for professional processing.</FONT> </P> <P><FONT size=3> </FONT> </P> <P><FONT face=" Helvetica, sans-serif,Arial" size=3>We monitor the number and nature of complaints we receive to track trends and spot areas of concern that may require special attention. This ongoing process will enable us to ensure prompt, corrective action whenever we determine that security-screening policies need modification or specific employees or screener teams are the subjects of repeated complaints.</FONT> </P> <P><FONT size=3> </FONT> </P> <P><FONT face=" Helvetica, sans-serif,Arial" size=3>Again, the TSA offers sincere apologies and encourage you to check the latest information at </FONT><FONT face=" Helvetica, sans-serif,Arial" size=3><A href="http://www.tsa.gov/" shape=rect>www.tsa.gov</A></FONT><FONT face=" Helvetica, sans-serif,Arial" size=3>.</FONT> </P> <P><FONT size=3> </FONT> </P> <P><FONT face="Arial, Helvetica, sans-serif" size=3>TSA Contact Center</FONT><FONT face=" Helvetica, sans-serif,Arial"><BR clear=none></FONT></P></div> </font><br /> <br><br><div>--- Original Message ---<BR>From: < ><BR>Received: 6/10/09 12:26:04 PM EDT<BR>To: "TSA Contact Center" <[email protected]><BR>Subject: TSA Contact Us: Complaints<BR><BR>THIS GENERATED EMAIL HAS BEEN SENT FROM TSA INTERNET CONTACT US<BR>-----------------------------------------------------------------------------------------------------------<BR>Remote Client IP: (b) (6) <BR>Date Time: 6/9/2009 8:26:30 PM<BR>-----------------------------------------------------------------------------------------------------------<BR><BR> <TABLE style="FONT-SIZE: 12px; WIDTH: 750px" cellSpacing=1 cellPadding=3 border=2> <TBODY> <TR> <TD style="FONT-WEIGHT: bold; WIDTH: 200px">Name:</TD> <TD /TD></TR> <TR> <TD style="FONT-WEIGHT: bold; WIDTH: 200px">Email:</TD> <TD (b) (6) </TD></TR> <TR> <TD style="FONT-WEIGHT: bold; WIDTH: 200px">Complaints:</TD> <TD>My Complaint is Not Listed Here</TD></TR> <TR> <TD style="FONT-WEIGHT: bold; WIDTH: 200px">Flight Info (If applicable. Enter Flight#/Airline/Terminal/Airport/Gate/Etc):</TD> <TD>Oklahoma City Continental Airline flight 605 leaving OKC Tuesday June 9th, 2009.</TD></TR> <TR> <TD style="FONT-WEIGHT: bold; WIDTH: 200px">Comments:</TD> <TD>I went down to the terminal with my daughter and was going through the security and had a rude employee lady concerning my shoes and my stimulator in my back and wouldn't listen to me that I can't take it out and or off it is implanted in my back, and showed the card from the company with the emergency doctor number and etc and told her that it is hard for me to take my shoes off and made me take them off before going through and would had to walk long distance to get them off and get my socks dirty. I am NOT happy and am thinking twice about flying and warning others with disabilities how people with disabilities are treated through the screening process and the employees of TSA are very rude and care less about u to make it easier for us to go through and clear it. I have been told I could make a suit against you and or contact the Department of Justice concerning you and the employee because of the treatment and etc.</TD></TR></TBODY></TABLE></div> <BR><BR>------ TCC Control Number: ------<BR><<#337431-443436#>></body></html> END RECORD
(b) (6)
(b) (6)
CONTACT RECORD
EID: 51180432 Contact Type: Contact Date: 2009-06-14 13:55:23 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2009-06-12 07:33:00 Contact Prefix: (b) (6) Contact First Name: Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Caller wanted to report damaged done to his luggage after screening at (OKC). Body: Agent Notes: Advised caller we would note issue, and advised caller how to file a claim. Advised caller we would note issue, and advised caller how to file a claim. NOI was located in luggage Caller stated that he had lock that was not a TSA accepted lock, however the TSA agent pried the luggage open in order to review the cotent rather than breaking the lock, which in turn damaged the luggage. Caller stated that this box company box that values a little over $600.00 Follow Up: To TSOC Date: From TSOC Date: Last Updated By: 6/14/2009 2:03:01 PM, Last Update Date: Opening Agent: Opened Date: 6/14/2009 1:55:23 PM Linked Event IDs:
(b) (6)
Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, Airline: Southwest AirlinesSouthwest Airlines, Subject Category: Mishandling of Passengers Property - Disarrayed Carry-on/Checked Baggage - Mishandling of Passengers Property Disarrayed Carry-on/Checked Baggage Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 51181562 Contact Type: Contact Date: 2009-06-15 12:05:18 Medium: EMAIL Contact Status: CLOSED Incident Date: Contact Prefix: Contact First Name: Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email:(b) (6) Subject: ISSUE, TSA Contact Us: Complaints Body: THIS GENERATED EMAIL HAS BEEN SENT FROM TSA INTERNET CONTACT US -----------------------------------------------------------------------------------------------------------Remote Client IP: (b) (6) Date Time: 6/11/2009 1:23:19 PM ------------------------------------------------------------------------------------------------------------
(b) (6)
Name: Email: Complaints:Damaged or Missing items in Checked or Carry-on Baggage Flight Info (If applicable. Enter Flight#/Airline/Terminal/Airport/Gate/Etc):SW flight 0495 June 8th,09. Leaving OKC Comments:I checked in my suitcase in at airport and when I arrived at my hotel later that day I opened my suit case and all the items I had so carefully packed were haphazardly been tossed in my suitcase. There was a slip of paper that this was inspected by TSA in OKC. All my shirts were rolled up and wrinkled. Not good!!! The main problem was that my CPAP machine and mask items were unpacked and left loose in suitcase not the way I had packed. I had my face mask rolled up in 2 towels to protect which I have used for over several trips the past 3-4 years. The CPAP mask was put back in suitcase loose not protected with towels that I had used. My mask was broke from such stupied, careless, irresponsible TSA inspector. I was out of town for business and unable to use my CPAP machine at night-extreme HEALTH RISK. Now I have to replace this mask. I travel almost each week and this is the first time to have such UNPROFESSIONAL experience from TSA Agent Notes: General Complaint w/Claim Response General Complaint w/Claim Response, Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) 6/15/2009 12:05:18 PM (b) (6) 6/15/2009 12:06:51 PM, Last Update Date: Opening Agent: Opened Date: 6/11/2009 7:21:25 PM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, Airline: Southwest AirlinesSouthwest Airlines, Subject Category: Claim Form Requests-Checked Bag - Claim Form Requests-Checked Bag Interaction Type: COMPLAINT Response Email: From: Prior Vendor To:
(b) (6)
(b) (6)
Subject: Re: TSA Contact Us: Complaints <<#120573-444303#>>
Body: <html><head><style type="text/css">p {margin-bottom: 0; margin-top: 0;}</style></head><body bgcolor="#ffffff" style="background: #ffffff"> <font size="2"><div style="width:100%;word-wrap:break-word;font-family: Arial;color: #000000;"><P><FONT size=3>Thank you for your e-mail concerning your travel experience. <BR clear=none> <BR clear=none>Enhanced security measures require that all checked baggage undergo some form of screening for prohibited items. Physical search of the luggage is required to clear every alarm. Transportation Security Administration (TSA) screeners should exercise great care during the screening process to ensure that passengers' belongings are returned and not damaged when a bag needs to be opened. We regret if these high standards were not met.<BR clear=none> <BR clear=none>We monitor the number and nature of complaints we receive to track trends and spot areas of concern that may require special attention. This ongoing process will enable us to ensure prompt, corrective action whenever we determine that security screening policies need modification or specific employees or screener teams are the subject of repeated complaints.<BR clear=none> <BR clear=none>TSA is responsible for reviewing all claims relating to the screening of passengers and their baggage. To protect your rights under federal law and to file a valid claim, you must send your claim in writing to TSA, stating the circumstances of the loss and the exact amount you are claiming (fair market value of lost or destroyed property, reasonable cost of repair for damaged property), within 2 years after your claim accrued. The claim must be signed by you or your authorized representative (e.g., an attorney or other personal representative with appropriate proof of authority). <BR clear=none> <BR clear=none>To file a claim, fill out the attached Standard Form 95 (claim form) in accordance with the instructions, and return it to the address in box #1. Please be sure to follow the instructions carefully, and to fill out the claim form completely. While use of the form is not mandatory, it will help you ensure that you meet the legal requirements for filing a claim. If you decide to file a claim, it will be processed in accordance with the Federal Tort Claims Act.<BR clear=none> <BR clear=none>Once the Claims Management Office has received your claim form, you will be sent a letter of acknowledgement and a claim number. You should keep the claim number for future reference when inquiring about your claim. TSA will try to resolve your claim as quickly as possible, but it may need time to make a further investigation of the facts. If TSA denies your claim, or has not finally resolved it within 6 months after you have filed it, you may have a right to bring your claim to court. <BR clear=none> <BR clear=none>You can also access claim forms online at the TSAGÇÖs Claims Management OfficeGÇÖs website at <A href="http://www.tsa.gov/travelers/customer/claims/index.shtm" shape=rect>www.tsa.gov/travelers/customer/claims/index.shtm</A>. This website also has information related to filing a claim, checking the status of a claim, and other claim-related issues. You can also access this website by clicking on the Claims Management Office link in the GÇ£Resource CenterGÇ¥ on TSAGÇÖs homepage at <A href="http://www.tsa.gov/" shape=rect>www.tsa.gov</A>. If you have additional questions related to the claims process, please contact the Claims Management Office at <A href="mailto:[email protected]" shape=rect>[email protected]</A>. </FONT></P> <P><FONT size=3> </FONT> </P> <P><FONT size=3>TSA Contact Center</FONT><BR clear=none></P></div> </font><br /> <br><br><div>--- Original Message ---<BR>From: < (b) (6) ><BR>Received: 6/11/09 7:21:25 PM EDT<BR>To: "TSA Contact Center" <[email protected]><BR>Subject: TSA Contact Us: Complaints<BR><BR>THIS GENERATED EMAIL HAS BEEN SENT FROM TSA INTERNET CONTACT US<BR>-----------------------------------------------------------------------------------------------------------<BR>Remote Client IP: (b) (6) <BR>Date Time: 6/11/2009 1:23:19 PM<BR>-----------------------------------------------------------------------------------------------------------<BR><BR> <TABLE style="FONT-SIZE: 12px; WIDTH: 750px" cellSpacing=1 cellPadding=3 border=2> <TBODY> <TR> <TD style="FONT-WEIGHT: bold; WIDTH: 200px">Name:</TD> <TD>(b) (6) </TD></TR> <TR> <TD style="FONT-WEIGHT: bold; WIDTH: 200px">Email:</TD> <TD>(b) (6) </TD></TR> <TR> <TD style="FONT-WEIGHT: bold; WIDTH: 200px">Complaints:</TD> <TD>Damaged or Missing items in Checked or Carry-on Baggage</TD></TR> <TR> <TD style="FONT-WEIGHT: bold; WIDTH: 200px">Flight Info (If applicable. Enter Flight#/Airline/Terminal/Airport/Gate/Etc):</TD> <TD>SW flight 0495 June 8th,09. Leaving OKC</TD></TR> <TR> <TD style="FONT-WEIGHT: bold; WIDTH: 200px">Comments:</TD> <TD>I checked in my suitcase in at airport and when I arrived at my hotel later that day I opened my suit case and all the items I had so carefully packed were haphazardly been tossed in my suitcase. There was a slip of paper that this was inspected by TSA in OKC. All my shirts were rolled up and wrinkled. Not good!!! The main problem was that my CPAP machine and mask items were unpacked and left loose in suitcase not the way I had packed. I had my face mask rolled up in 2 towels to protect which I have used for over several trips the past 3-4 years. The CPAP mask was put back in suitcase loose not protected with towels that I had used. My mask was broke from such stupied, careless, irresponsible TSA inspector. I was out of town for business and unable to use my CPAP machine at night-extreme HEALTH RISK. Now I have to replace this mask. I travel almost each week and this is the first time to have such UNPROFESSIONAL experience from TSA.</TD></TR></TBODY></TABLE></div> <BR><BR>------ TCC Control Number: ------<BR><<#120573-444303#>></body></html>
END RECORD
CONTACT RECORD
EID: 51182363 Contact Type: Contact Date: 2009-06-15 16:45:37 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2009-06-15 10:19:00 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Items damaged in checked bag @ (DEN & Shampoo spilled and clothes got damaged) Body: Agent Notes: Provided caller with information on the claims process, and walked caller thru Provided caller with information on the claims process, and walked caller thru Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) 6/15/2009 4:53:35 PM, Last Update Date: Opening Agent: Opened Date: 6/15/2009 4:45:37 PM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, DEN Denver, CO, USA - Denver International, Airline: United Airlines -¬United Airlines -¬, Subject Category: Claim Form Requests-Checked Bag - Claim Form Requests-Checked Bag Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 51184775 Contact Type: Contact Date: 2009-06-16 19:07:58 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2009-06-15 07:00:00 Contact Prefix: Contact First Name: Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Items missing from checked bag @ (OKC & Jewelry). Body: Agent Notes: I provided the caller with lost and found information, and advised how to submit a SF-95 claim form from the internet. I provided the caller with lost and found information, and advised how to submit a SF-95 claim form from the internet. Caller is calling on behalf of her sister. Caller's sister did not have a NOI inside of her bag. Caller accidently got disconnected and I had to call her back. Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) 6/16/2009 7:24:16 PM, Last Update Date: Opening Agent: Opened Date: 6/16/2009 7:07:58 PM Linked Event IDs:
(b) (6)
Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, STL St Louis, MO, USA - Lambert-St Louis Internatl, RSW Fort Myers, FL, USA - Regional Southwest Airport, Airline: Southwest AirlinesSouthwest Airlines, Subject Category: Claim Form Requests - Missing items from Checked Baggage - Claim Form Requests - Missing items from Checked Baggage Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 51186267 Contact Type: Contact Date: 2009-06-17 16:31:02 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2009-06-16 06:30:00 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Items damaged in checked bag @ (enter Airport code here & name specific item) Enter date claim form was mailed., Body: Agent Notes: Provided caller with information on the claims process, Provided caller with information on the claims process, and SF-95 mailed on (Date), Caller departed from OKC gate 16 on Southwest Airlines number 945 enroute to PHX. The baggage. Follow Up: To TSOC Date: From TSOC Date: Last Updated By: 6/17/2009 4:41:10 PM, Last Update Date: Opening Agent: Opened Date: 6/17/2009 4:31:02 PM Linked Event IDs:
(b) (6)
Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, PHX Phoenix, AZ, USA - Sky Harbor International Airport, Airline: Southwest AirlinesSouthwest Airlines, Subject Category: Claim Form Requests-Checked Bag - Claim Form Requests-Checked Bag Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 51186995 Contact Type: Contact Date: 2009-06-18 03:14:23 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2009-06-17 16:15:00 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: (b) (6) Contact Address 2: Contact City: (b) (6) Contact State: (b) (6) Contact Zip: (b) (6) Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Items damaged in checked bag @ (OKC & pictures in frames). Body: Agent Notes: Provided caller with information on the claims process, and SF-95 mailed on 6-19-09. Submitted a complaint to the CSM on caller's behalf as well. Provided caller with information on the claims process, and SF-95 mailed on 6-19-09. Submitted a complaint to the CSM on caller's behalf as well.Provided caller with information on the claims process, and SF-95 mailed on 6-19-09. There was a NOI in the baggage. Follow Up: (b) (6) would like to speak with someone about how her items were repacked in her baggage. A 30lb bag of coins was put on top of her pictures (not replacable) in glass frames of her daughter. She is very upset and would like a call back. To TSOC Date: From TSOC Date: Last Updated By: (b) (6) 6/18/2009 3:21:12 AM, 6/18/2009 3:21:19 AM, Last Update Date: Opening Agent: Opened Date: 6/18/2009 3:14:23 AM Linked Event IDs:
(b) (6)
(b) (6)
Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, SMF Sacramento, CA, USA - Sacramento Metropolitan, SLC Salt Lake City, UT, USA - Salt Lake City International Arpt, Airline: Delta AirDelta Air, Subject Category: Claim Form Requests-Checked Bag - Claim Form Requests-Checked Bag Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 51188136 Contact Type: Contact Date: 2009-06-18 16:21:09 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2009-06-18 16:27:00 Contact Prefix: Contact First Name: (b) (6) (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Caller stated that Items damaged in checked bag @ OKC Body: Agent Notes: Provided caller with information on the claims process, Provided caller with information on the claims process, I gave caller the number to file a claim at OKC Follow Up: To TSOC Date: From TSOC Date: Last Updated By: 6/18/2009 4:29:08 PM, Last Update Date: Opening Agent: Opened Date: 6/18/2009 4:21:09 PM Linked Event IDs:
(b) (6)
Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, Airline: Subject Category: Claim Form Requests-Checked Bag - Claim Form Requests-Checked Bag Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 51196225 Contact Type: Contact Date: 2009-06-24 13:18:27 Medium: EMAIL Contact Status: CLOSED Incident Date: Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: (b) (6) Contact Last Name:(b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: ISSUE, ISSUE, TSA Contact Us: Compliments or Suggestions Body: THIS GENERATED EMAIL HAS BEEN SENT FROM TSA INTERNET CONTACT US -----------------------------------------------------------------------------------------------------------Remote Client IP: (b) (6) Date Time: 6/21/2009 2:13:31 PM ------------------------------------------------------------------------------------------------------------
(b) (6)
Subject:Suggestions Name: (b) (6) Email: Comments:At OKC, when the passenger loads are low, the TSA closes one of the two security checkpoints. In a clear anti-passenger decision, the station there chooses to close the West checkpoint and leave the East checkpoint open.
(b) (6)
I find this completely asinine. The West checkpoint is centrally located (13 gates to one side of it, 5 gates to the other side of it; 4 ticket counters on either side of it) while the East checkpoint is located at the far end of the airport (only one ticket counter and one gate to the east of it, with all the other gates and ticket counters located to the west of it). This appears to have been done simply because the East checkpoint abuts the TSA office in the airport. I'm glad to see that TSA thinks so little of the passengers it purports to serve that it feels it's better to inconvenience thousands of passengers than to inconvenience the 10-12 TSA agents required to keep the single checkpoint open during low traffic periods Agent Notes: PASSENGER LINES RESPONSE PASSENGER LINES RESPONSE, Wait Times at Airport Response, Merged 2 or more different responses to address the consumer's concerns. Deleted all paragraphs and sentences that would not assist in answering the consumer's concerns. Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) 6/24/2009 1:18:27 PM, 6/24/2009 1:23:23 PM, Last Update Date: Opening Agent: Opened Date: 6/22/2009 1:04:48 PM Linked Event IDs:
(b) (6)
Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, Airline: Subject Category: Lengthy Wait- Long Lines - Lengthy Wait- Long Lines Interaction Type: COMPLAINT
Response Email: From: Prior Vendor To: (b) (6) Subject: Re: TSA Contact Us: Compliments or Suggestions <<#342486-449587#>> Body: <html><head><style type="text/css">p {margin-bottom: 0; margin-top: 0;}</style></head><body bgcolor="#ffffff" style="background: #ffffff"> <font size="2"><div style="width:100%;word-wrap:break-word;font-family: Arial;color: #000000;"><P><FONT face=" Helvetica, sansserif,Arial" size=3>Thank you for your email concerning your observation passenger lines. </FONT> </P> <P><FONT size=3> </FONT> </P> <P><FONT face=" Helvetica, sans-serif,Arial" size=3>We would like to apologize for the misunderstanding that the Transportation Security Administration (TSA) is responsible for the lines leading to the checkpoint. TSA is responsible for screening passengers through the security checkpoints. Air carriers are responsible for passenger lines up to security checkpoints, and they may choose various ways to manage those lines. If you have questions concerning an air carrierGÇÖs practices, we encourage you to contact them directly.</FONT> </P> <P><FONT size=3> </FONT> </P> <P><FONT face=" Helvetica, sans-serif,Arial" size=3>If the airline has not satisfied your inquiry, the Department of TransportationGÇÖs Aviation Consumer Protection Division (ACPD) may be able to help. The ACPD operates a complaint handling system for consumers who experience air travel service problems and provides a 24-hour hotline at (202) 366-2220 (TTY 366-0511) to record complaints. As a result of staff limitations, telephone calls cannot be returned. Letters and emails are reviewed and acknowledged. You may send an email to </FONT><A href="mailto:[email protected]" shape=rect><FONT face=" Helvetica, sans-serif,Arial" size=3>[email protected]</FONT></A><FONT face=" Helvetica, sans-serif,Arial" size=3> or write to:</FONT> </P> <P><FONT size=3> </FONT> </P> <P><FONT face=" Helvetica, sans-serif,Arial" size=3>Aviation Consumer Protection Division</FONT> </P> <P><FONT face=" Helvetica, sans-serif,Arial" size=3>U.S. Department of Transportation</FONT> </P> <P><FONT face=" Helvetica, sans-serif,Arial" size=3>400 Seventh Street, S.W.</FONT> </P> <P><FONT face=" Helvetica, sans-serif,Arial" size=3>Room 4107, C-75</FONT> </P> <P><FONT face=" Helvetica, sans-serif,Arial" size=3>Washington, DC 20590</FONT> </P> <P><FONT size=3> </FONT> </P> <P><FONT face=" Helvetica, sans-serif,Arial" size=3>We hope that this information is helpful.</FONT> </P> <P><FONT size=3> </FONT> </P> <P><FONT size=3> </FONT> </P> <P><FONT face=" Helvetica, sans-serif,Arial" size=3>TSA Contact Center</FONT><FONT face=" Helvetica, sans-serif,Arial" size=3><BR clear=none></FONT></P></div> </font><br /> <br><br><div>--- Original Message ---<BR>From: < ><BR>Received: 6/22/09 1:04:46 PM EDT<BR>To: "TSA Contact Center" <[email protected]><BR>Subject: TSA Contact Us: Compliments or Suggestions<BR><BR>THIS GENERATED EMAIL HAS BEEN SENT FROM TSA INTERNET CONTACT US<BR>-----------------------------------------------------------------------------------------------------------<BR>Remote Client IP: (b) (6) <BR>Date Time: 6/21/2009 2:13:31 PM<BR>-----------------------------------------------------------------------------------------------------------<BR><BR> <TABLE style="FONT-SIZE: 12px; WIDTH: 750px" cellSpacing=1 cellPadding=3 border=2> <TBODY> <TR> <TD style="FONT-WEIGHT: bold; WIDTH: 200px">Subject:</TD> <TD>Suggestions</TD></TR> <TR> <TD style="FONT-WEIGHT: bold; WIDTH: 200px">Name:</TD> <TD>(b) (6) </TD></TR> <TR> <TD style="FONT-WEIGHT: bold; WIDTH: 200px">Email:</TD> <TD(b) (6) </TD></TR> <TR> <TD style="FONT-WEIGHT: bold; WIDTH: 200px">Comments:</TD> <TD>At OKC, when the passenger loads are low, the TSA closes one of the two security checkpoints. In a clear anti-passenger decision, the station there chooses to close the West checkpoint and leave the East checkpoint open.<BR><BR>I find this completely asinine. The West checkpoint is centrally located (13 gates to one side of it, 5 gates to the other side of it; 4 ticket counters on either side of it) while the East checkpoint is located at the far end of the airport (only one ticket counter and one gate to the east of it, with all the other gates and ticket counters located to the west of it).<BR><BR>This appears to have been done simply because the East checkpoint abuts the TSA office in the airport. I'm glad to see that TSA thinks so little of the passengers it purports to serve that it feels it's better to inconvenience thousands of passengers than to inconvenience the 10-12 TSA agents required to keep the single checkpoint open during low traffic periods.</TD></TR></TBODY></TABLE></div> <BR><BR>------ TCC Control Number: ------<BR><<#342486-449587#>></body></html> END RECORD
(b) (6)
CONTACT RECORD
EID: 51197575 Contact Type: Contact Date: 2009-06-25 10:19:11 Medium: EMAIL Contact Status: CLOSED Incident Date: Contact Prefix: (b) (6) Contact First Name: Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: (b) (6) Subject: ISSUE, TSA Contact Us: Compliments or Suggestions Body: THIS GENERATED EMAIL HAS BEEN SENT FROM TSA INTERNET CONTACT US -----------------------------------------------------------------------------------------------------------Remote Client IP: (b) (6) Date Time: 6/22/2009 1:07:35 PM ------------------------------------------------------------------------------------------------------------
Subject:Suggestions Name: Email: Comments:My suggestion would be to not hire decietful spiteful folks like the TSA employees at Gate 16 in OKC that were working at 0800 this morning Agent Notes: Consumer Complaint BCC/CSM Response Consumer Complaint BCC/CSM Response, BCC SHM/CSQIM
(b) (6)
(b) (6)
(b) (6)
Follow Up: To TSOC Date: From TSOC Date: Last Updated By:(b) (6) Last Update Date: Opening Agent: Opened Date: 6/22/2009 7:22:32 PM Linked Event IDs:
6/25/2009 10:19:11 AM,
(b) (6)
6/25/2009 10:22:02 AM,
Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, Airline: Subject Category: Discourteous- Rude Employee - Discourteous- Rude Employee Interaction Type: COMPLAINT Response Email: From: Prior Vendor To: (b) (6) Subject: Re: TSA Contact Us: Compliments or Suggestions <<#342931-450092#>> Body: <html><head><style type="text/css">p {margin-bottom: 0; margin-top: 0;}</style></head><body bgcolor="#ffffff" style="background: #ffffff"> <font size="2"><div style="width:100%;word-wrap:break-word;font-family: Arial;color: #000000;"><P><FONT face=" Helvetica, sansserif,Arial">Thank you for your email message. We are sorry you were unhappy with your recent travel experience.</FONT> </P>
<P> </P> <P><FONT face=" Helvetica, sans-serif,Arial">Because your complaint is regarding screening at OKC, we have forwarded a copy of your email to the Customer Service Manager at that airport. The Customer Service Manager is responsible for ensuring that the screener workforce adheres to TSA principles for professional processing.</FONT> </P> <P> </P> <P><FONT face=" Helvetica, sans-serif,Arial">We monitor the number and nature of complaints we receive to track trends and spot areas of concern that may require special attention. This ongoing process will enable us to ensure prompt, corrective action whenever we determine that security-screening policies need modification or specific employees or screener teams are the subjects of repeated complaints.</FONT> </P> <P> </P> <P><FONT face=" Helvetica, sans-serif,Arial">Again, the TSA offers sincere apologies for the discomfort you experienced while traveling and encourage you to check the latest information at </FONT><A href="http://www.tsa.gov/" shape=rect><FONT face=" Helvetica, sansserif,Arial">www.tsa.gov</FONT></A><FONT face=" Helvetica, sans-serif,Arial">.</FONT> </P> <P> </P> <P><FONT face=" Helvetica, sans-serif,Arial">TSA Contact Center</FONT><FONT face=" Helvetica, sans-serif,Arial"><BR clear=none></FONT></P></div> </font><br /> <br><br><div>--- Original Message ---<BR>From: < gt;<BR>Received: 6/22/09 7:22:31 PM EDT<BR>To: "TSA Contact Center" <[email protected]><BR>Subject: TSA Contact Us: Compliments or Suggestions<BR><BR>THIS GENERATED EMAIL HAS BEEN SENT FROM TSA INTERNET CONTACT US<BR>-----------------------------------------------------------------------------------------------------------<BR>Remote Client IP: (b) (6) <BR>Date Time: 6/22/2009 1:07:35 PM<BR>-----------------------------------------------------------------------------------------------------------<BR><BR> <TABLE style="FONT-SIZE: 12px; WIDTH: 750px" cellSpacing=1 cellPadding=3 border=2> <TBODY> <TR> <TD style="FONT-WEIGHT: bold; WIDTH: 200px">Subject:</TD> <TD>Suggestions</TD></TR> <TR> <TD style="FONT-WEIGHT: bold; WIDTH: 200px">Name:</TD> <TD>(b) (6) </TD></TR> <TR> <TD style="FONT-WEIGHT: bold; WIDTH: 200px">Email:</TD> <TD> (b) (6) </TD></TR> <TR> <TD style="FONT-WEIGHT: bold; WIDTH: 200px">Comments:</TD> <TD>My suggestion would be to not hire decietful spiteful folks like the TSA employees at Gate 16 in OKC that were working at 0800 this morning.</TD></TR></TBODY></TABLE></div> <BR><BR>------ TCC Control Number: ------<BR><<#342931-450092#>></body></html> END RECORD
(b) (6)
CONTACT RECORD
EID: 51197592 Contact Type: Contact Date: 2009-06-25 10:31:59 Medium: EMAIL Contact Status: CLOSED Incident Date: Contact Prefix: (b) (6) Contact First Name: Contact Middle Initial: Contact Last Name: Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: (b) (6) Subject: ISSUE, Fw: Federal Gov't Personal Identification Verification (PIV) Body: I would like to add my voice of concern and question. After receiving the below e mail I happened to be in OKC. (b) (6) is correct. The gate agent refused to accept my government issued FAA identification although it is accepted around the world. And I know about around the world in my travels as a accident investigator.
(b) (6)
When questioned as to why the FAA badge was not acceptable he said because it could not be "scanned" and then accepted another ID that was not only NOT scanned, but could not be scanned. Please explain this the safety benefit for this discrimination against FAA employees at one of our primary training facilities. Thank you.
(b) (6)
Office of Accident Investigation
(b) (6)
----- Forwarded by TR Proven/AWA/FAA on 06/22/2009 12:24 PM -----
(b) (6)
(b) (6)
Licensing and Safety Division To [email protected] cc
(b) (6)
Subject 06/15/2009 08:37 Federal Gov't Personal AM Identification Verification (PIV)
To whom it may concern,
I, like many of my colleagues at the Federal Aviation Administration, fly in and out of many airports around the country. We, like the rest of the traveling public, present our identification to the TSA agents for inspection at the airport checkpoints. In most cases our employees present our U.S. Gov't Federal Aviation Administration Personal Identification Verification (PIV) badge at the airport checkpoint and are allowed to go through and onto our airplane. However, at Oklahoma City airport (OKC), the TSA inspectors do not accept these Federal Gov't FAA PIV's for some unknown reason. Would you explain why this identification would be deemed unacceptable only at OKC? Thank-you,
(b) (6)
Agent Notes: Fwd to Appropriate Office Response Fwd to Appropriate Office Response, BCC SHM/CSQIM
(b) (6)
(b) (6)
Follow Up: To TSOC Date: From TSOC Date: Last Updated By: Last Update Date: Opening Agent: Opened Date: 6/22/2009 7:21:57 PM Linked Event IDs:
(b) (6)
6/25/2009 10:31:59 AM
(b) (6)
6/25/2009 10:33:20 AM,
Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, Airline: Subject Category: ID Requirements - ID Requirements Interaction Type: COMPLAINT
Duplicate
(b) (6)
(b) (6)
(b) (6)
CONTACT RECORD
EID: 51200597 Contact Type: Contact Date: 2009-06-26 17:19:32 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2009-06-26 07:15:00 Contact Prefix: (b) (6) Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: (b) (6) Contact State: (b) (6) Contact Zip: (b) (6) Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Gold jewelry inluding 1 necklace,2 rings including a diamon ring and 1 set of hoops missing from checked bag @ (OKC). Enter date claim form was mailed (6/30/09). Body: Agent Notes: Provided Lost and Found information to caller and SF-95 form mailed on (6/30/09). Provided Lost and Found information to caller and SF-95 form mailed on (6/30/09). N.O.I present Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) 6/26/2009 5:24:51 PM, Last Update Date: Opening Agent: Opened Date: 6/26/2009 5:19:32 PM Linked Event IDs:
(b) (6)
(b) (6)
Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, Airline: Southwest AirlinesSouthwest Airlines, Subject Category: Claim Form Requests - Missing items from Checked Baggage - Claim Form Requests - Missing items from Checked Baggage Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 51202547 Contact Type: Contact Date: 2009-06-28 11:17:46 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2009-06-27 12:00:00 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: (b) (6) Contact Address 2: Contact City: (b) (6) Contact State: (b) (6) Contact Zip: (b) (6) Contact Country Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Items damaged in checked bag @ (OKC: suitcase zipper) Enter date claim form was mailed 6/29/09. Body: Agent Notes: Provided caller with information on the claims process, and SF-95 mailed on 6/29/09 Provided caller with information on the claims process, and SF-95 mailed on 6/29/09 NOI: yes; flight number: 1501.. Follow Up: To TSOC Date: From TSOC Date: Last Updated By: 6/28/2009 11:23:33 AM, Last Update Date: Opening Agent: Opened Date: 6/28/2009 11:17:46 AM Linked Event IDs:
(b) (6)
(b) (6)
Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, LAS Las Vegas, NV, USA - Mccarran International Airport, Airline: Southwest AirlinesSouthwest Airlines, Subject Category: Claim Form Requests-Checked Bag - Claim Form Requests-Checked Bag Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 51202817 Contact Type: Contact Date: 2009-06-28 13:38:45 Medium: EMAIL Contact Status: CLOSED Incident Date: Contact Prefix: Contact First Name: Unknown Contact Middle Initial: Contact Last Name: Unknown Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: (b) (6) Subject: ISSUE, RE: Re: Dear. United Body: so.. how can i find my loptop computer -----Original Message----From: "TSA-ContactCenter"<[email protected]> To: (b) (6) Cc: Sent: 09-06-22(?) 04:11:55 Subject: Re: Dear. United <<#341166-447660#>>
Thank you for your email message regarding the retrieval of lost items. Each airport establishes procedures for handling lost and found items. The Transportation Security Administration (TSA) follows those procedures where they exist. The airports in those instances are responsible for holding and disposing items under applicable local laws. Items, such as locks, tags, straps, and other external luggage pieces, are often lost or damaged as the baggage goes through the baggage handling equipment and may or may not have been found by airline/airport personnel. In an airport where no policy exists, found articles are collected, stored, and disposed of under General Services Administration rules. TSA is unable to identify and return all items, but may be able to locate and return items on a case-by-case basis. We suggest you contact the airport where your items were confiscated or lost at 405-680-3233 We work very hard to achieve consistency in the security processes. As we inspect screening operations at airports and receive feedback from the traveling public, we address inconsistencies and ensure corrective actions are taken, when necessary. We will continue to do all that we can to inspect screening operations and provide written procedures and training to specify how the process is to be applied. To file a claim, fill out the attached Standard Form 95 (claim form) in accordance with the instructions, and return it to the address in box #1. Please be sure to follow the instructions carefully, and to fill out the claim form completely. While use of the form is not mandatory, it will help you ensure that you meet the legal requirements for filing a claim. If you decide to file a claim, it will be processed in accordance with the Federal Tort Claims Act. Once the Claims Management Office has received your claim form, you will be sent a letter of acknowledgement and a claim number. You should keep the claim number for future reference when inquiring about your claim. TSA will try to resolve your claim as quickly as possible, but it may need time to make a further investigation of the facts. If TSA denies your claim, or has not finally resolved it within 6 months after you have filed it, you may have a right to bring your claim to court. You can also access claim forms online at the TSAGÇÖs Claims Management OfficeGÇÖs website at
www.tsa.gov/travelers/customer/claims/index.shtm. This website also has information related to filing a claim, checking the status of a claim, and other claim-related issues. You can also access this website by clicking on the Claims Management Office link in the GÇ£Resource CenterGÇ¥ on TSAGÇÖs homepage at www.tsa.gov <http://www.tsa.gov/> . If you have additional questions related to the claims process, please contact the Claims Management Office at [email protected]. TSA Contact Center
--- Original Message --From: (b) (6) Received: 6/18/09 1:34:17 PM EDT To: "TSA Contact Center" <[email protected]> Subject: Dear. United
Where is my laptop computer? Dear. United I was boarding on Jun second form Oklahoma to Inceon Infernafromal airport in korea. Anyway, Arrived in airport, I've got finding out that my laptop was disappear....Jesus,,What happened? Let me know please. I protest you that my laptop was gone. And I really hope that my laptop given me back safely as soon as possible, if you have any qeustion, please e-mail to me. Have a good day and expect your quickly response. Thank you.
P.S Phone Number :
(b) (6)
House address :(b) (6)
------ TCC Control Number: -----<<#341166-447660#>> <http://mail2.naver.com/newmailcheck/kmeqWN+v+6t/hAnwFq2wFxgmM6UmKoJ4FAp4pxU9Kq+Spop4axFoKqM/MxtZFEICFxumax2Qa93 xtL9AWrldM6Fdtrk5+zkZtz3cbZlNWXM=.gif> Agent Notes: Retrieve Items Retrieve Items, Provided customer with Oklahoma TSA lost and found number ( 405-680-3233) Follow Up: To TSOC Date: From TSOC Date: Last Updated By: 6/28/2009 1:38:45 PM, (b) (6) 6/28/2009 1:40:20 PM, Last Update Date: Opening Agent: Opened Date: 6/26/2009 1:10:15 PM Linked Event IDs:
(b) (6)
Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, Airline: Subject Category: Lost and Found- TSA - Lost and Found- TSA Interaction Type: COMPLAINT Response Email: From: Prior Vendor To: (b) (6) Subject: Re: RE: Re: Dear. United <<#341166-447660#>> Body: <html><head><style type="text/css">p {margin-bottom: 0; margin-top: 0;}</style></head><body bgcolor="#ffffff" style="background: #ffffff"> <font size="2"><div style="width:100%;word-wrap:break-word;font-family: Arial;color: #000000;"><P><FONT face=" Helvetica, sansserif,Arial">Thank you for your e-mail.</FONT> </P> <P> </P> <P><FONT face=" Helvetica, sans-serif,Arial">Each airport establishes procedures for handling lost and found items. TSA follows those procedures where they exist. The airports in those instances are responsible for holding and disposing items under applicable local laws. Items such as locks, tags, straps, and other external luggage pieces are often lost or damaged as the baggage goes through the baggage handling equipment and may or may not have been found by airline/airport personnel.</FONT> </P> <P> </P> <P><FONT face=" Helvetica, sans-serif,Arial">In an airport where no policy exists, found articles are collected, stored, and disposed of under General Services Administration rules. TSA is unable to identify and return all items, but may be able to locate and return items on a case-by-case basis. </FONT></P> <P> </P> <P><FONT face=" Helvetica, sans-serif,Arial"><STRONG>We suggest you contact the airport at which your items were confiscated or lost at 405-680-3233.</STRONG></FONT> </P> <P> </P> <P><FONT face=" Helvetica, sans-serif,Arial">We work very hard to achieve consistency in the security processes. As we inspect screening operations at airports and receive feedback from the traveling public, we address inconsistencies and ensure corrective actions are taken, when necessary. We will continue to do all that we can to inspect screening operations and provide written procedures and training to specify how the process is to be applied.</FONT> </P> <P> </P> <P><FONT face=" Helvetica, sans-serif,Arial">We encourage passengers to visit our website at </FONT><FONT face=" Helvetica, sansserif,Arial"><A href="http://www.tsa.gov/" shape=rect>www.tsa.gov</A></FONT><FONT face=" Helvetica, sans-serif,Arial"> for additional information about TSA. All travelers are encouraged to visit the section on travel tips before their trip. The website has information about prohibited and permitted items, the screening process and procedures, and guidance for special considerations that may assist in preparing for air travel. Passengers can go directly to these tips at </FONT><FONT face=" Helvetica, sansserif,Arial"><A href="http://www.tsatraveltips.us/" shape=rect>http://www.TSATravelTips.us</A></FONT><FONT face=" Helvetica, sansserif,Arial">.</FONT> </P> <P> </P> <P><FONT face=" Helvetica, sans-serif,Arial">We hope that this information provides you with a better understanding of the screening process and the procedures necessary to ensure safety.</FONT> </P> <P> </P> <P><FONT face=" Helvetica, sans-serif,Arial">TSA Contact Center</FONT> </P> <P> </P></div> </font><br /> <br><br><div>--- Original Message ---<BR>From: < (b) (6) ><BR>Received: 6/26/09 1:10:11 PM EDT<BR>To: "TSA Contact Center" <[email protected]><BR>Subject: RE: Re: Dear. United<BR><BR> <STYLE>P {margin-top:2px;margin-bottom:2px;}</STYLE> <DIV style="FONT-SIZE: 10pt; FONT-FAMILY: gulim,AppleGothic,sans-serif"> <P style="FONT-SIZE: 10pt; FONT-FAMILY: gulim,AppleGothic,sans-serif">so..</P> <P style="FONT-SIZE: 10pt; FONT-FAMILY: gulim,AppleGothic,sans-serif">how can i find my loptop computer</P> <P style="PADDING-RIGHT: 0px; PADDING-LEFT: 10pt; FONT-SIZE: 10pt; PADDING-BOTTOM: 0px; PADDING-TOP: 0px; FONT-FAMILY: Gulim,AppleGothic,sans-serif">-----Original Message-----<BR><B>From:</B> "TSA-ContactCenter"<[email protected]> <BR><B>To:</B (b) (6) <BR><B>Cc:</B> <BR><B>Sent:</B> 09-06-22(8¢ö) 04:11:55<BR><B>Subject:</B> Re: Dear. United <<#341166-447660#>><BR><BR> <STYLE type=text/css>p {margin-bottom: 0; margin-top: 0;}</STYLE> <STYLE type=text/css>P {margin-top:2px;margin-bottom:2px;}</STYLE> </P> <DIV style="WIDTH: 100%; COLOR: #000000; FONT-FAMILY: Arial; WORD-WRAP: break-word"> <P><FONT size=2>Thank you for your email message regarding the retrieval of lost items. <BR clear=none> <BR
clear=none>Each airport establishes procedures for handling lost and found items. The Transportation Security Administration (TSA) follows those procedures where they exist. The airports in those instances are responsible for holding and disposing items under applicable local laws. Items, such as locks, tags, straps, and other external luggage pieces, are often lost or damaged as the baggage goes through the baggage handling equipment and may or may not have been found by airline/airport personnel. </FONT></P> <P><FONT size=2>In an airport where no policy exists, found articles are collected, stored, and disposed of under General Services Administration rules. TSA is unable to identify and return all items, but may be able to locate and return items on a case-by-case basis. We suggest you contact the airport where your items were confiscated or lost at 405-680-3233<BR clear=none> <BR clear=none>We work very hard to achieve consistency in the security processes. As we inspect screening operations at airports and receive feedback from the traveling public, we address inconsistencies and ensure corrective actions are taken, when necessary. We will continue to do all that we can to inspect screening operations and provide written procedures and training to specify how the process is to be applied.<BR clear=none> <BR clear=none>To file a claim, fill out the attached Standard Form 95 (claim form) in accordance with the instructions, and return it to the address in box #1. Please be sure to follow the instructions carefully, and to fill out the claim form completely. While use of the form is not mandatory, it will help you ensure that you meet the legal requirements for filing a claim. If you decide to file a claim, it will be processed in accordance with the Federal Tort Claims Act.<BR clear=none> <BR clear=none>Once the Claims Management Office has received your claim form, you will be sent a letter of acknowledgement and a claim number. You should keep the claim number for future reference when inquiring about your claim. TSA will try to resolve your claim as quickly as possible, but it may need time to make a further investigation of the facts. If TSA denies your claim, or has not finally resolved it within 6 months after you have filed it, you may have a right to bring your claim to court. <BR clear=none> <BR clear=none>You can also access claim forms online at the TSAGÇÖs Claims Management OfficeGÇÖs website at <A href="http://www.tsa.gov/travelers/customer/claims/index.shtm" shape=rect>www.tsa.gov/travelers/customer/claims/index.shtm</A>. This website also has information related to filing a claim, checking the status of a claim, and other claim-related issues. You can also access this website by clicking on the Claims Management Office link in the GÇ£Resource CenterGÇ¥ on TSAGÇÖs homepage at <A href="http://www.tsa.gov/" shape=rect>www.tsa.gov</A>. If you have additional questions related to the claims process, please contact the Claims Management Office at <A href="mailto:[email protected]" shape=rect>[email protected]</A>. <BR clear=none> <BR clear=none>TSA Contact Center<BR clear=none></FONT></P></DIV><BR><BR><BR> <DIV>--- Original Message ---<BR>From: <[email protected]><BR>Received: 6/18/09 1:34:17 PM EDT<BR>To: "TSA Contact Center" <[email protected]><BR>Subject: Dear. United<BR><BR> <DIV style="FONT-SIZE: 10pt; FONT-FAMILY: gulim,AppleGothic,sans-serif"> <P>Where is my laptop computer?</P> <P>Dear. United</P> <P>I was boarding on Jun second </P> <P>form Oklahoma to Inceon Infernafromal airport in korea.</P> <P>Anyway, Arrived in airport, I've got finding out that my laptop was disappear....Jesus,,What happened? </P> <P> Let me know please. <BR>I protest you that my laptop was gone.</P> <P>And I really hope that my laptop given me back safely as soon as possible, if you have any qeustion, please e-mail to me.</P> <P>Have a good day and expect your quickly response.</P> <P>Thank you.</P> <P> </P> <P>P.S</P> <P>Phone Number : (b) (6) > <TABLE style="DISPLAY: none"> <TBODY> <TR> <TD></TD></TR></TBODY></TABLE></DIV><BR><BR>------ TCC Control Number: ------<BR><<#341166-447660#>> <P></P></DIV><!--navermail.footer.start--><!--navermail.footer.end--> <TABLE style="DISPLAY: none"> <TBODY> <TR> <TD><IMG src="http://mail2.naver.com/newmailcheck/kmeqWN+v+6t/hAnwFq2wFxgmM6UmKoJ4FAp4pxU9Kq+Spop4axFoKqM/MxtZFEICFxumax2 Qa93xtL9AWrldM6Fdtrk5+zkZtz3cbZlNWXM=.gif" border=0></TD></TR></TBODY></TABLE></div> <BR><BR>------ TCC Control Number: ------<BR><<#341166-447660#>></body></html> END RECORD
CONTACT RECORD
EID: 51206827 Contact Type: Contact Date: 2009-06-30 17:33:19 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2009-06-29 17:33:00 Contact Prefix: (b) (6) Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Caller wanted to report that items were not re-packed properly in checked luggage after screening at OKC, Body: Agent Notes: Advised caller we would note issue, and an FYI will be sent to the CSM at that airport who oversees the screening operation. Offered a claim form. Advised caller we would note issue, and an FYI will be sent to the CSM at that airport who oversees the screening operation. Offered a claim form., Caller states that a (NOI) was inside th luggage. Caller's Flight# 2222 Follow Up: called to report that while traveling from OKC airport, the screener who searched her checked luggage opened a sealed jar of salsa and failed to refasten it and the contents leaked into the luggage onto her clothing. (b) (6) states that a (NOI) was inside the luggage, but declined to file a claim because nothing was damaged that she couldn't wash out. She would like to speak with the CSM regarding the incident. To TSOC Date: From TSOC Date: Last Updated By: (b) (6) 6/30/2009 5:49:29 PM,(b) (6) 6/30/2009 5:49:37 PM, Last Update Date: Opening Agent: Opened Date: 6/30/2009 5:33:19 PM Linked Event IDs:
(b) (6)
(b) (6)
(b) (6)
Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, IAH Houston, TX, USA - Houston Intercontinental, SEA Seattle, WA, USA - Seattle Tacoma Intl Airport, Airline: Continental Airlines (present) -¬Continental Airlines (present) -¬, Subject Category: Mishandling of Passengers Property - Disarrayed Carry-on/Checked Baggage - Mishandling of Passengers Property Disarrayed Carry-on/Checked Baggage Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 51209633 Contact Type: Contact Date: 2009-07-02 12:39:12 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2009-06-30 10:00:00 Contact Prefix: (b) (6) Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Caller asked how confiscated injectable items be retrieved , Body: Agent Notes: Advised caller that there are no provisions for returning banned (prohibited) items. Each airport/airline establishes procedures for handling lost and found items. TSA follows those procedures where they exist. The airports/airlines in those instances are responsible for holding and disposing of items under applicable local laws. In an airport/airline where no policy exists, found articles are collected, stored, and disposed of under General Services Administration rules. Advised caller that there are no provisions for returning banned (prohibited) items. Each airport/airline establishes procedures for handling lost and found items. TSA follows those procedures where they exist. The airports/airlines in those instances are responsible for holding and disposing of items under applicable local laws. In an airport/airline where no policy exists, found articles are collected, stored, and disposed of under General Services Administration rules., Advised caller he will receive a call from the CSM at OKC. Follow Up: To TSOC Date: From TSOC Date: Last Updated By: 7/2/2009 12:46:22 PM, Last Update Date: Opening Agent: Opened Date: 7/2/2009 12:39:12 PM Linked Event IDs:
(b) (6)
(b) (6)
Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, SAN San Diego, CA, USA - Lindbergh International Airport, Airline: United Airlines -¬United Airlines -¬, Subject Category: Voluntarily Abandoned Property- Retrieving Abandoned/Confiscated Items - Voluntarily Abandoned PropertyRetrieving Abandoned/Confiscated Items Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 51212394 Contact Type: Contact Date: 2009-07-04 09:05:18 Medium: EMAIL Contact Status: CLOSED Incident Date: Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: (b) (6) Subject: ISSUE, TSA Contact Us: Complaints Body: THIS GENERATED EMAIL HAS BEEN SENT FROM TSA INTERNET CONTACT US -----------------------------------------------------------------------------------------------------------Remote Client IP: (b) (6) Date Time: 7/3/2009 2:08:32 AM ------------------------------------------------------------------------------------------------------------
Name: Email: Complaints:Damaged or Missing items in Checked or Carry-on Baggage Flight Info (If applicable. Enter Flight#/Airline/Terminal/Airport/Gate/Etc):United Airlines Flight 391. Departed Oklahoma City, OK on July 2, 2009 at 10:19am Central Time to Denver, CO. landed approximately 10:35 am Mountain time. Transferred to United Flight 6626. Departed Denver at 11:50 am Mountain time and landed at Palm Springs CA at approximately 12:52 am Pacific time. Comments:I checked into the United Ticket counter at approximately 8:20 am Central time. I checked one bag. It was 65 pounds. Inside my bag was my contour pillow. When I unpacked my bag, the contour pillow was not in my bag. My pillow costs $99.00 when purchased. I am requesting a supervisor contact me as soon as possible to recitfy this situation. Thank you Agent Notes: Claim Request Claim Request, Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) 7/4/2009 9:05:18 AM, 7/4/2009 9:07:35 AM, Last Update Date: Opening Agent: Opened Date: 7/3/2009 12:28:50 PM Linked Event IDs:
(b) (6)
(b) (6)
Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, Airline: United Airlines -¬United Airlines -¬, Subject Category: Claim Form Requests-Checked Bag - Claim Form Requests-Checked Bag Interaction Type: COMPLAINT Response Email: From: Prior Vendor To: (b) (6) Subject: Re: TSA Contact Us: Complaints <<#347764-455573#>> Body: <html><head><style type="text/css">p {margin-bottom: 0; margin-top: 0;}</style></head><body bgcolor="#ffffff" style="background:
#ffffff"> <font size="2"><div style="width:100%;word-wrap:break-word;font-family: Arial;color: #000000;"><P>Thank you for your e-mail message. </P> <P> </P> <P>The Transportation Security Administration (TSA) is responsible for reviewing all claims relating to the screening of passengers and their baggage. To protect your rights under federal law and to file a valid claim, you must send your claim in writing to TSA, stating the circumstances of the loss and the exact amount you are claiming (fair market value of lost or destroyed property, reasonable cost of repair for damaged property), within 2 years after your claim accrued. The claim must be signed by you or your authorized representative (e.g., an attorney or other personal representative with appropriate proof of authority). <BR clear=none> <BR clear=none>To file a claim, fill out the attached Standard Form 95 (claim form) in accordance with the instructions, and return it to the address in box #1. Please be sure to follow the instructions carefully, and to fill out the claim form completely. While use of the form is not mandatory, it will help you ensure that you meet the legal requirements for filing a claim. If you decide to file a claim, it will be processed in accordance with the Federal Tort Claims Act.<BR clear=none> <BR clear=none>Once the Claims Management Branch has received your claim form, you will be sent a letter of acknowledgement and a claim number. You should keep the claim number for future reference when inquiring about your claim. TSA will try to resolve your claim as quickly as possible, but it may need time to make a further investigation of the facts. If TSA denies your claim, or has not finally resolved it within 6 months after you have filed it, you may have a right to bring your claim to court. <BR clear=none> <BR clear=none>You can also access claim forms online at the TSAGÇÖs Claims Management BranchGÇÖs website at <A href="http://www.tsa.gov/travelers/customer/claims/index.shtm" shape=rect>www.tsa.gov/travelers/customer/claims/index.shtm</A>. This website also has information related to filing a claim, checking the status of a claim, and other claim-related issues. You can also access this website by clicking on the Claims Management Branch link in the GÇ£Resource CenterGÇ¥ on TSAGÇÖs homepage at <A href="http://www.tsa.gov/" shape=rect>www.tsa.gov</A>. For additional questions related to the claims process, please contact the Claims Management Branch at <A href="mailto:[email protected]" shape=rect>[email protected]</A>. <BR clear=none> <BR clear=none>TSA Contact Center<BR clear=none></P></div> </font><br /> <br><br><div>--- Original Message ---<BR>From: < (b) (6) ><BR>Received: 7/3/09 12:28:50 PM EDT<BR>To: "TSA Contact Center" <[email protected]><BR>Subject: TSA Contact Us: Complaints<BR><BR>THIS GENERATED EMAIL HAS BEEN SENT FROM TSA INTERNET CONTACT US<BR>------------------------------------------------------------------------------------------------------------<BR>Remote Client IP: (b) (6) <BR>Date Time: 7/3/2009 2:08:32 AM<BR>-----------------------------------------------------------------------------------------------------------<BR><BR> <TABLE style="FONT-SIZE: 12px; WIDTH: 750px" cellSpacing=1 cellPadding=3 border=2> <TBODY> <TR> <TD style="FONT-WEIGHT: bold; WIDTH: 200px">Name:</TD> <TD (b) (6) /TD></TR> <TR> <TD style="FONT-WEIGHT: bold; WIDTH: 200px">Email:</TD> <TD> /TD></TR> <TR> <TD style="FONT-WEIGHT: bold; WIDTH: 200px">Complaints:</TD> <TD>Damaged or Missing items in Checked or Carry-on Baggage</TD></TR> <TR> <TD style="FONT-WEIGHT: bold; WIDTH: 200px">Flight Info (If applicable. Enter Flight#/Airline/Terminal/Airport/Gate/Etc):</TD> <TD>United Airlines Flight 391. Departed Oklahoma City, OK on July 2, 2009 at 10:19am Central Time to Denver, CO. landed approximately 10:35 am Mountain time. Transferred to United Flight 6626. Departed Denver at 11:50 am Mountain time and landed at Palm Springs CA at approximately 12:52 am Pacific time.</TD></TR> <TR> <TD style="FONT-WEIGHT: bold; WIDTH: 200px">Comments:</TD> <TD>I checked into the United Ticket counter at approximately 8:20 am Central time. I checked one bag. It was 65 pounds. Inside my bag was my contour pillow. When I unpacked my bag, the contour pillow was not in my bag. My pillow costs $99.00 when purchased. I am requesting a supervisor contact me as soon as possible to recitfy this situation. Thank you.</TD></TR></TBODY></TABLE></div> <BR><BR>------ TCC Control Number: ------<BR><<#347764-455573#>></body></html> END RECORD
(b) (6)
CONTACT RECORD
EID: 51215150 Contact Type: Contact Date: 2009-07-06 16:23:40 Medium: EMAIL Contact Status: CLOSED Incident Date: Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: (b) (6) Subject: ISSUE, TSA Contact Us: Complaints Body: THIS GENERATED EMAIL HAS BEEN SENT FROM TSA INTERNET CONTACT US -----------------------------------------------------------------------------------------------------------Remote Client IP: (b) (6) Date Time: 7/5/2009 10:26:49 PM ------------------------------------------------------------------------------------------------------------
Name: Email: Complaints:Long Lines / Lengthy Wait at Checkpoint Flight Info (If applicable. Enter Flight#/Airline/Terminal/Airport/Gate/Etc):Flight 2006/ American Airlines/ Main Terminal/ Will Rogers World Airport OKC/ Security Checkpoint next to American Airlines counter Comments:Today on my flight from OKC to DFW, I along with dozens of other passengers were made to wait for over ten minutes at the security checkpoint. At the time I enetered the line, it was moving quickly, but a few minutes later it came to a standstill. At that point there was only one security person checking IDs and he quit checking IDs, forcing us to wait. The reason that he quit checking IDs is that members of the OKC Thunder basketball team arrived at that moment. They were allowed to enter through the side, which was a benefit giving to nobody else, and the TSA agent ignored every other passenger to check their IDs and chat with them. Is it standard procedure for TSA employees to grant special priveleges to wealthy, famous basketball players? And if that is a policy, is it necessary to have only one person working the line? It was not due to a lack of personel, there was someone sitting behind a desk doing nothing the entire time, and two other TSA officials walking along the line, rearranging the cords guiding passengers, to accomodate more people waiting, which would not have been necessary if one of them was checking IDs. When we asked one of the TSA agents why we were stuck in line, he told us to eiher talk to the supervisor or go to a different security checkpoint. I think it is ridiculous that we were forced to wait needlessly, not due to congestion or some other complication, rather that one TSA official prefered to chat with basketball players and three others decided to look busy, rather than actually helping things move along Agent Notes: Consumer Complaint BCC/CSM Response Consumer Complaint BCC/CSM Response, BCC SHM/CSQIM (b) (6)
(b) (6)
(b) (6)
Follow Up: To TSOC Date: From TSOC Date: Last Updated By: Last Update Date: Opening Agent: Opened Date: 7/6/2009 12:24:52 PM Linked Event IDs:
(b) (6)
7/6/2009 4:23:40 PM, (b)
(6)
7/6/2009 4:27:43 PM,
Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, DFW Dallas/Ft Worth, TX, USA - Dallas Ft Worth International, Airline: American Airlines -¬American Airlines -¬, Subject Category: Discourteous- Rude Employee - Discourteous- Rude Employee
Interaction Type: COMPLAINT Response Email: From: Prior Vendor To:(b) (6) Subject: Re: TSA Contact Us: Complaints <<#348424-456312#>> Body: <html><head><style type="text/css">p {margin-bottom: 0; margin-top: 0;}</style></head><body bgcolor="#ffffff" style="background: #ffffff"> <font size="2"><div style="width:100%;word-wrap:break-word;font-family: Arial;color: #000000;"><P><FONT face=" Helvetica, sansserif,Arial">Thank you for your email message. We are sorry you were unhappy with your recent travel experience.</FONT> </P> <P> </P> <P><FONT face=" Helvetica, sans-serif,Arial">Because your complaint is regarding screening at OKC, we have forwarded a copy of your email to the Customer Service Manager at that airport. The Customer Service Manager is responsible for ensuring that the screener workforce adheres to TSA principles for professional processing.</FONT> </P> <P> </P> <P><FONT face=" Helvetica, sans-serif,Arial">We monitor the number and nature of complaints we receive to track trends and spot areas of concern that may require special attention. This ongoing process will enable us to ensure prompt, corrective action whenever we determine that security-screening policies need modification or specific employees or screener teams are the subjects of repeated complaints.</FONT> </P> <P> </P> <P><FONT face=" Helvetica, sans-serif,Arial">Again, the TSA offers sincere apologies for the discomfort you experienced while traveling and encourage you to check the latest information at </FONT><FONT face=" Helvetica, sans-serif,Arial"><A href="http://www.tsa.gov/" shape=rect>www.tsa.gov</A></FONT><FONT face=" Helvetica, sans-serif,Arial">.</FONT> </P> <P> </P> <P><FONT face=" Helvetica, sans-serif,Arial">TSA Contact Center</FONT><FONT face=" Helvetica, sans-serif,Arial"><BR clear=none></FONT></P></div> </font><br /> <br><br><div>--- Original Message ---<BR>From: < (b) (6) ><BR>Received: 7/6/09 12:24:51 PM EDT<BR>To: "TSA Contact Center" <[email protected]><BR>Subject: TSA Contact Us: Complaints<BR><BR>THIS GENERATED EMAIL HAS BEEN SENT FROM TSA INTERNET CONTACT US<BR>-----------------------------------------------------------------------------------------------------------<BR>Remote Client IP: (b) (6) <BR>Date Time: 7/5/2009 10:26:49 PM<BR>-----------------------------------------------------------------------------------------------------------<BR><BR> <TABLE style="FONT-SIZE: 12px; WIDTH: 750px" cellSpacing=1 cellPadding=3 border=2> <TBODY> <TR> <TD style="FONT-WEIGHT: bold; WIDTH: 200px">Name:</TD> <TD(b) (6) TD></TR> <TR> <TD style="FONT-WEIGHT: bold; WIDTH: 200px">Email:</TD> <TD> /TD></TR> <TR> <TD style="FONT-WEIGHT: bold; WIDTH: 200px">Complaints:</TD> <TD>Long Lines / Lengthy Wait at Checkpoint</TD></TR> <TR> <TD style="FONT-WEIGHT: bold; WIDTH: 200px">Flight Info (If applicable. Enter Flight#/Airline/Terminal/Airport/Gate/Etc):</TD> <TD>Flight 2006/ American Airlines/ Main Terminal/ Will Rogers World Airport OKC/ Security Checkpoint next to American Airlines counter</TD></TR> <TR> <TD style="FONT-WEIGHT: bold; WIDTH: 200px">Comments:</TD> <TD>Today on my flight from OKC to DFW, I along with dozens of other passengers were made to wait for over ten minutes at the security checkpoint. At the time I enetered the line, it was moving quickly, but a few minutes later it came to a standstill. At that point there was only one security person checking IDs and he quit checking IDs, forcing us to wait. The reason that he quit checking IDs is that members of the OKC Thunder basketball team arrived at that moment. They were allowed to enter through the side, which was a benefit giving to nobody else, and the TSA agent ignored every other passenger to check their IDs and chat with them. Is it standard procedure for TSA employees to grant special priveleges to wealthy, famous basketball players? And if that is a policy, is it necessary to have only one person working the line? It was not due to a lack of personel, there was someone sitting behind a desk doing nothing the entire time, and two other TSA officials walking along the line, rearranging the cords guiding passengers, to accomodate more people waiting, which would not have been necessary if one of them was checking IDs. When we asked one of the TSA agents why we were stuck in line, he told us to eiher talk to the supervisor or go to a different security checkpoint. I think it is ridiculous that we were forced to wait needlessly, not due to congestion or some other complication, rather that one TSA official prefered to chat with basketball players and three others decided to look busy, rather than actually helping things move along.</TD></TR></TBODY></TABLE></div> <BR><BR>------ TCC Control Number: ------<BR><<#348424-456312#>></body></html> END RECORD
(b) (6)
CONTACT RECORD
EID: 51216369 Contact Type: Contact Date: 2009-07-07 12:36:14 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2009-07-07 00:45:00 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Caller stated that he was ignored at the check point when asked for a clean swab, for his medical device Body: Agent Notes: I offered to send a email to the CSM The customer refused I offered to send a email to the CSM The customer refused I offered caller mailing address to write about policy changes. He did not have a pen to write the information down, nor a fax, nor inter net access. Caller got made and claimed no one helped him and hung up. Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) 7/7/2009 12:46:12 PM, Last Update Date: Opening Agent: Opened Date: 7/7/2009 12:36:14 PM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, Airline: Subject Category: Discourteous- Rude Employee - Discourteous- Rude Employee Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 51216856 Contact Type: Contact Date: 2009-07-07 15:20:08 Medium: TELEPHONE Contact Status: CLOSED Incident Date: Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Caller wants to report that their TSA accepted lock is missing after traveling through (OKC), Body: Agent Notes: SF-95 form offered. SF-95 form offered.SF-95 form mailed on (Date), NOI. Caller did not remember the date and time traveled. Caller did not want to file a claim. Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) 7/7/2009 3:26:37 PM, Last Update Date: Opening Agent: Opened Date: 7/7/2009 3:20:08 PM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, Airline: United Airlines -¬United Airlines -¬, Subject Category: TSA Accepted Locks - Missing or Damaged - TSA Accepted Locks - Missing or Damaged Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 51226056 Contact Type: Contact Date: 2009-07-14 01:57:09 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2009-07-13 17:00:00 Contact Prefix: (b) (6) Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: (b) (6) Contact State (b) (6) Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Items (name specific item(s) purse) missing from checked bag@OKC. Enter date claim form was mailed. 7/14/2009 Body: Agent Notes: Provided Lost and Found information to caller and SF-95 form mailed on (7/14/2009) Provided Lost and Found information to caller and SF-95 form mailed on (7/14/2009) Caller had a notice of bag inspection Follow Up: To TSOC Date: From TSOC Date: Last Updated By: 7/14/2009 2:03:00 AM, 7/14/2009 3:06:35 AM, Last Update Date: Opening Agent: Opened Date: 7/14/2009 1:57:09 AM Linked Event IDs:
(b) (6)
(b) (6)
(b) (6)
(b) (6)
Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, DEN Denver, CO, USA - Denver International, Airline: Subject Category: Claim Form Requests - Missing items from Checked Baggage - Claim Form Requests - Missing items from Checked Baggage Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 51226303 Contact Type: Contact Date: 2009-07-14 11:01:39 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2009-07-13 02:30:00 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Items (Boots; Life Vest) missing from checked bag@ OKC No NOI inside the luggage. Body: Agent Notes: Offered Lost and Found information to caller and web address given to download claim form. Offered Lost and Found information to caller and web address given to download claim form. Follow Up: To TSOC Date: From TSOC Date: Last Updated By: 7/14/2009 11:07:51 AM, Last Update Date: Opening Agent: Opened Date: 7/14/2009 11:01:39 AM Linked Event IDs:
(b) (6)
(b) (6)
Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, ATL Atlanta, GA, USA - Hartsfield International, MCO Orlando, FL, USA - Orlando International Airport, Airline: Northwest Airlines -¬Northwest Airlines -¬, Subject Category: Claim Form Requests - Missing items from Checked Baggage - Claim Form Requests - Missing items from Checked Baggage Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 51232402 Contact Type: Contact Date: 2009-07-17 14:15:57 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2009-07-13 13:00:00 Contact Prefix: (b) (6) Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Caller wanted to report that items were not re-packed properly in checked luggage after screening at (OKC). , Body: Agent Notes: Advised caller we would note issue and a message will be sent to the CSM at OKC. Advised caller we would note issue and a message will be sent to the CSM at OKC. There was a NOI. Follow Up: (b) (6) wanted to report that items were not re-packed properly in checked luggage after screening at OKC. She explained that her items were thrown back into the luggage. She stated her clothes are wrinkled and her items were just left in a mess and she would like a call back from the CSM at OKC. To TSOC Date: From TSOC Date: Last Updated By: (b) (6) 7/17/2009 2:25:56 PM, 7/17/2009 2:26:02 PM, Last Update Date: Opening Agent: Opened Date: 7/17/2009 2:15:57 PM Linked Event IDs:
(b) (6)
Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, DFW Dallas/Ft Worth, TX, USA - Dallas Ft Worth International, OMA Omaha, NE, USA - Eppley Airfield, Airline: American Airlines -¬American Airlines -¬, Subject Category: Mishandling of Passengers Property - Disarrayed Carry-on/Checked Baggage - Mishandling of Passengers Property Disarrayed Carry-on/Checked Baggage Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 51235618 Contact Type: Contact Date: 2009-07-20 13:54:00 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2009-07-19 04:40:00 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: A cellphone, toothbrush and toothpaste as well as a pajama set, are missing from her checked bag@ OKC. Body: Agent Notes: Provided Lost and Found information to caller, SF-95 claims formed faxed on (07/21/2009) Provided Lost and Found information to caller, SF-95 claims formed faxed on (07/21/2009) stated that there was a NOI found within her luggage, stated that she is missing her blackberry cellphone, a toothbrush and toothpaste, also a pajama set are missing from her luggage, Caller requested a claim form be faxed. Faxed claim form to caller, ., Follow Up: To TSOC Date: From TSOC Date: Last Updated By: 7/20/2009 1:54:00 PM (b) (6) 7/20/2009 2:06:39 PM, Last Update Date: Opening Agent: Opened Date: 7/20/2009 1:54:00 PM Linked Event IDs:
(b) (6)
(b) (6)
Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, DCA Washington, DC, USA - Ronald Reagan National Airport, ORD Chicago, IL, USA - O'hare International Airport, Airline: United Airlines -¬United Airlines -¬, Subject Category: Claim Form Requests - Missing items from Checked Baggage - Claim Form Requests - Missing items from Checked Baggage Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 51240798 Contact Type: Contact Date: 2009-07-23 13:08:19 Medium: EMAIL Contact Status: CLOSED Incident Date: Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name:(b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: (b) (6) Subject: ISSUE, TSA Contact Us: Complaints Body: THIS GENERATED EMAIL HAS BEEN SENT FROM TSA INTERNET CONTACT US -----------------------------------------------------------------------------------------------------------Remote Client IP: (b) (6) Date Time: 7/21/2009 1:49:57 PM ------------------------------------------------------------------------------------------------------------
Name: (b) (6) Email: (b) (6) Complaints:My Complaint is Not Listed Here Flight Info (If applicable. Enter Flight#/Airline/Terminal/Airport/Gate/Etc): Comments:I applied for the TSA job in Okla City. i contacted your help desk to schedule a CBT Ref#1-26624694 and was told that I would be contacted. I have not, I just found out that the job has been closed. I want an explaination Agent Notes: Forward Airline Forward Airline, Changed forward airline response to forward recruitment line and included contact number in response. Follow Up: To TSOC Date: From TSOC Date: Last Updated By: 7/23/2009 1:08:19 PM, (b) (6) 7/23/2009 1:10:49 PM, Last Update Date: Opening Agent: Opened Date: 7/21/2009 7:36:27 PM Linked Event IDs:
(b) (6)
Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, Airline: Subject Category: Prospective Employees- Employment with TSA - Prospective Employees- Employment with TSA Interaction Type: COMPLAINT Response Email: From: Prior Vendor To: (b) (6) Subject: Re: TSA Contact Us: Complaints <<#340093-463886#>> Body: <html><head><style type="text/css">p {margin-bottom: 0; margin-top: 0;}</style></head><body bgcolor="#ffffff" style="background: #ffffff"> <font size="2"><div style="width:100%;word-wrap:break-word;font-family: Arial;color: #000000;"><P><FONT face=" Helvetica,Arial, sans-
serif" size=3>Thank you for your message. </FONT></P> <P><FONT size=3> </FONT> </P> <P><FONT face=" Helvetica,Arial, sans-serif" size=3>TSA encourages you to contact the TSA Recruitment Line at 1-877-8727990 for further assistance. </FONT></P> <P><FONT size=3> </FONT> </P> <P><FONT face=" Helvetica,Arial, sans-serif" size=3>We hope that this information is helpful and apologize for any inconvenience this has caused.</FONT> </P> <P><FONT size=3> </FONT> </P> <P><FONT face=" Helvetica,Arial, sans-serif" size=3>Please visit our website at </FONT><FONT face=" Helvetica,Arial, sans-serif" size=3><A title=blocked::http://www.tsa.gov/ href="http://www.tsa.gov/" shape=rect>www.tsa.gov</A></FONT><FONT face=" Helvetica,Arial, sans-serif" size=3> for additional information about TSA. We continue to add new information and encourage you to check the website frequently for updated information.</FONT> </P> <P><FONT size=3> </FONT> </P> <P><FONT face=" Helvetica,Arial, sans-serif" size=3>TSA Contact Center</FONT> </P> <P><FONT face=" Helvetica, sans-serif,Arial"><BR clear=none></FONT> </P></div> </font><br /> <br><br><div>--- Original Message ---<BR>From: < (b) (6) ><BR>Received: 7/21/09 7:36:27 PM EDT<BR>To: "TSA Contact Center" <[email protected]><BR>Subject: TSA Contact Us: Complaints<BR><BR>THIS GENERATED EMAIL HAS BEEN SENT FROM TSA INTERNET CONTACT US<BR>-----------------------------------------------------------------------------------------------------------<BR>Remote Client IP: (b) (6) <BR>Date Time: 7/21/2009 1:49:57 PM<BR>-----------------------------------------------------------------------------------------------------------<BR><BR> <TABLE style="FONT-SIZE: 12px; WIDTH: 750px" cellSpacing=1 cellPadding=3 border=2> <TBODY> <TR> <TD style="FONT-WEIGHT: bold; WIDTH: 200px">Name:</TD> <TD (b) (6) </TD></TR> <TR> <TD style="FONT-WEIGHT: bold; WIDTH: 200px">Email:</TD> <TD (b) (6) TD></TR> <TR> <TD style="FONT-WEIGHT: bold; WIDTH: 200px">Complaints:</TD> <TD>My Complaint is Not Listed Here</TD></TR> <TR> <TD style="FONT-WEIGHT: bold; WIDTH: 200px">Flight Info (If applicable. Enter Flight#/Airline/Terminal/Airport/Gate/Etc):</TD> <TD> </TD></TR> <TR> <TD style="FONT-WEIGHT: bold; WIDTH: 200px">Comments:</TD> <TD>I applied for the TSA job in Okla City. i contacted your help desk to schedule a CBT Ref#1-26624694 and was told that I would be contacted. I have not, I just found out that the job has been closed. I want an explaination.</TD></TR></TBODY></TABLE></div> <BR><BR>------ TCC Control Number: ------<BR><<#340093-463886#>></body></html> END RECORD
CONTACT RECORD
EID: 51241151 Contact Type: Contact Date: 2009-07-23 15:42:06 Medium: EMAIL Contact Status: CLOSED Incident Date: Contact Prefix: Contact First Name: Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: (b) (6) Subject: ISSUE, ISSUE, TSA Contact Us: Complaints Body: THIS GENERATED EMAIL HAS BEEN SENT FROM TSA INTERNET CONTACT US -----------------------------------------------------------------------------------------------------------Remote Client IP: (b) (6) Date Time: 7/21/2009 4:50:34 PM ------------------------------------------------------------------------------------------------------------
(b) (6)
Name: Email: Complaints:Damaged or Missing items in Checked or Carry-on Baggage Flight Info (If applicable. Enter Flight#/Airline/Terminal/Airport/Gate/Etc):continental flight 1520 starting from OKC6:30 AM through Bush International to Cozumel flight 1520 July 9,2009,Leaving Cozumel July18th and Departing Houston 920p Gate C-37 arriving OKc1040p flight 1704y Comments:on Continental flight 1520 leaving OKC on the morning of July 9, My prescription meds had been opened up and my bottle of viagra was gone. On our return trip July 18 I had a mp3 wall plug in charger (no batteries) taken and a bottle of expense tequil that cost about $100.oo had been unsealed and quite a bite taken out. These people are dangerous to us if they are stealing meds and licqure on the job. There where 4 of us traveling together and two bottles of tequila (wraped in bubble wrap) where broken at Houston, that bag was the second bag to be put on the caracel and when I picked it up the tequla was running out of it at that time. No one with Continental cared. Just gave me a we care #. The airline changed their rules twice just for us. Their web page pryor to our flight was that out scuba bags when free up to 70 lbs. At 4:30 am in OKC that changed we where told that they had not updated their web page and my heavy scuba only bag was 57lbs and our total charge for our 4 scuba bags was over 200.00 and we had to pay right there with a Credit Card. In Cozumel with all that we had bought they said our scuba bags could weight up to 70lbs and we still got charged and extra 102.00. We still had the same # of bags only heavier in leaving Coz. We took our carry on's one check in a piece and one scuba bag each. The one pass membership didn't make a bite of differance to them in OKC although there where two signs there that said we could check in two 70lb bags a piece at no extra charge Agent Notes: Consumer Complaint BCC/CSM Response Consumer Complaint BCC/CSM Response, MISSING TSA LOCKS RESPONSE, Merged 2 or more different responses to address the consumer's concerns. Deleted all paragraphs and sentences that would not assist in answering the consumer's concerns. BCC OKC SHM/CSQIM BCC IAH Security Manager, CSM, ICMS Coordinator (b) (6) Follow Up: To TSOC Date: From TSOC Date: Last Updated By: 7/23/2009 3:42:06 PM (b) (6) 7/23/2009 3:51:15 PM, Last Update Date: Opening Agent: Opened Date: 7/21/2009 7:38:45 PM Linked Event IDs:
(b) (6)
(b) (6)
(b) (6)
(b) (6)
Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, IAH Houston, TX, USA - Houston Intercontinental, CZM Cozumel, Quintana Roo, Mexico - Aeropuerto Intl De Cozumel, Airline: Continental Airlines (present) -¬Continental Airlines (present) -¬, Subject Category: Claim Form Requests - Missing items from Checked Baggage - Claim Form Requests - Missing items from Checked Baggage Interaction Type: COMPLAINT Response Email: From: Prior Vendor To: (b) (6) Subject: Re: TSA Contact Us: Complaints <<#355343-464034#>> Body: <html><head><style type="text/css">p {margin-bottom: 0; margin-top: 0;}</style></head><body bgcolor="#ffffff" style="background: #ffffff"> <font size="2"><div style="width:100%;word-wrap:break-word;font-family: Arial;color: #000000;"><P><FONT face=" Helvetica, sansserif,Arial" size=3>Thank you for your email message. We are sorry you were unhappy with your recent travel experience.</FONT> </P> <P><FONT size=3> </FONT> </P> <P><FONT face=" Helvetica, sans-serif,Arial" size=3>Because your complaint is regarding screening at OKC & IAH, we have forwarded a copy of your email to the Customer Service Manager at that airport. The Customer Service Manager is responsible for ensuring that the screener workforce adheres to TSA principles for professional processing.</FONT> </P> <P><FONT size=3> </FONT> </P> <P><FONT face=" Helvetica, sans-serif,Arial" size=3>We monitor the number and nature of complaints we receive to track trends and spot areas of concern that may require special attention. This ongoing process will enable us to ensure prompt, corrective action whenever we determine that security-screening policies need modification or specific employees or screener teams are the subjects of repeated complaints.</FONT> </P> <P> </P> <P><FONT face=Arial,sans-serif color=black size=3><SPAN>In addition, you<B> </B></SPAN><SPAN>may wish to file a claim for compensation by completing the attached Standard Form 95 (claim form).</SPAN><SPAN> </SPAN><SPAN>Claim forms are available on our website at </SPAN></FONT><FONT face=Arial,sans-serif color=#0000ff size=3><SPAN><U>www.tsa.gov.</U></SPAN></FONT><FONT face=Arial,sans-serif size=3><SPAN> </SPAN></FONT><FONT face=Arial,sans-serif color=black size=3><SPAN>If you decide to file a claim, it will be processed in accordance with the Federal Tort Claims Act. </SPAN></FONT></P> <P><FONT size=3> </FONT> </P> <P><FONT face=" Helvetica, sans-serif,Arial" size=3>Again, the TSA offers sincere apologies and encourage you to check the latest information at </FONT><FONT face=" Helvetica, sans-serif,Arial" size=3><A href="http://www.tsa.gov/" shape=rect>www.tsa.gov</A></FONT><FONT face=" Helvetica, sans-serif,Arial" size=3>.</FONT> </P> <P><FONT size=3> </FONT> </P> <P><FONT face=" Helvetica, sans-serif,Arial" size=3>TSA Contact Center</FONT><FONT face=" Helvetica, sans-serif,Arial" size=3><BR clear=none></FONT></P></div> </font><br /> <br><br><div>--- Original Message ---<BR>From: < (b) (6) ><BR>Received: 7/21/09 7:38:45 PM EDT<BR>To: "TSA Contact Center" <[email protected]><BR>Subject: TSA Contact Us: Complaints<BR><BR>THIS GENERATED EMAIL HAS BEEN SENT FROM TSA INTERNET CONTACT US<BR>-----------------------------------------------------------------------------------------------------------<BR>Remote Client IP: (b) (6) <BR>Date Time: 7/21/2009 4:50:34 PM<BR>-----------------------------------------------------------------------------------------------------------<BR><BR> <TABLE style="FONT-SIZE: 12px; WIDTH: 750px" cellSpacing=1 cellPadding=3 border=2> <TBODY> <TR> <TD style="FONT-WEIGHT: bold; WIDTH: 200px">Name:</TD> <TD (b) (6) /TD></TR> <TR> <TD style="FONT-WEIGHT: bold; WIDTH: 200px">Email:</TD> <TD (b) (6) /TD></TR> <TR> <TD style="FONT-WEIGHT: bold; WIDTH: 200px">Complaints:</TD> <TD>Damaged or Missing items in Checked or Carry-on Baggage</TD></TR> <TR> <TD style="FONT-WEIGHT: bold; WIDTH: 200px">Flight Info (If applicable. Enter Flight#/Airline/Terminal/Airport/Gate/Etc):</TD> <TD>continental flight 1520 starting from OKC6:30 AM through Bush International to Cozumel flight 1520 July 9,2009,Leaving Cozumel July18th and Departing Houston 920p<BR>Gate C-37 arriving OKc1040p flight 1704y</TD></TR> <TR> <TD style="FONT-WEIGHT: bold; WIDTH: 200px">Comments:</TD> <TD>on Continental flight 1520 leaving OKC on the morning of July 9, My prescription meds had been opened up and my bottle of viagra
was gone. On our return trip July 18 I had a mp3 wall plug in charger (no batteries) taken and a bottle of expense tequil that cost about $100.oo had been unsealed and quite a bite taken out. <BR>These people are dangerous to us if they are stealing meds and licqure on the job. There where 4 of us traveling together and two bottles of tequila (wraped in bubble wrap) where broken at Houston, that bag was the second bag to be put on the caracel and when I picked it up the tequla was running out of it at that time. No one with Continental cared. Just gave me a we care #. The airline changed their rules twice just for us. Their web page pryor to our flight was that out scuba bags when free up to 70 lbs. At 4:30 am in OKC that changed we where told that they had not updated their web page and my heavy scuba only bag was 57lbs and our total charge for our 4 scuba bags was over 200.00 and we had to pay right there with a Credit Card. In Cozumel with all that we had bought they said our scuba bags could weight up to 70lbs and we still got charged and extra 102.00. We still had the same # of bags only heavier in leaving Coz. We took our carry on's one check in a piece and one scuba bag each. The one pass membership didn't make a bite of differance to them in OKC although there where two signs there that said we could check in two 70lb bags a piece at no extra charge</TD></TR></TBODY></TABLE></div> <BR><BR>------ TCC Control Number: ------<BR><<#355343-464034#>></body></html> END RECORD
CONTACT RECORD
EID: 51245162 Contact Type: Contact Date: 2009-07-26 19:41:23 Medium: EMAIL Contact Status: CLOSED Incident Date: Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: (b) (6) Subject: ISSUE, TSA Contact Us: Complaints Body: THIS GENERATED EMAIL HAS BEEN SENT FROM TSA INTERNET CONTACT US -----------------------------------------------------------------------------------------------------------Remote Client IP: (b) (6) Date Time: 7/24/2009 10:23:16 AM ------------------------------------------------------------------------------------------------------------
Name: Email:(b) (6) Complaints:My Complaint is Not Listed Here Flight Info (If applicable. Enter Flight#/Airline/Terminal/Airport/Gate/Etc):Flight #2222 Continental Will Rogers World Airport, Oklahoma City, Oklahoma Gate 10, July 23, 2009 Comments:My bag was recived messed up with gravel and dirt on the clothes like they were put down on the ground. My toiletries bag was gone through touching my personal items and toothbrush! I want to know what you are going to do about this. Thank you for you prompt attention Agent Notes: Claim Request Claim Request, Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) 7/26/2009 7:41:23 PM, (b) (6) 7/26/2009 7:42:13 PM, Last Update Date: Opening Agent: Opened Date: 7/24/2009 6:05:53 PM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, Airline: Subject Category: Claim Form Requests-Checked Bag - Claim Form Requests-Checked Bag Interaction Type: COMPLAINT Response Email: From: Prior Vendor To: (b) (6) Subject: Re: TSA Contact Us: Complaints <<#356568-465440#>> Body: <html><head><style type="text/css">p {margin-bottom: 0; margin-top: 0;}</style></head><body bgcolor="#ffffff" style="background: #ffffff">
(b) (6)
<font size="2"><div style="width:100%;word-wrap:break-word;font-family: Arial;color: #000000;"><P>Thank you for your e-mail message. </P> <P> </P> <P>The Transportation Security Administration (TSA) is responsible for reviewing all claims relating to the screening of passengers and their baggage. To protect your rights under federal law and to file a valid claim, you must send your claim in writing to TSA, stating the circumstances of the loss and the exact amount you are claiming (fair market value of lost or destroyed property, reasonable cost of repair for damaged property), within 2 years after your claim accrued. The claim must be signed by you or your authorized representative (e.g., an attorney or other personal representative with appropriate proof of authority). <BR clear=none> <BR clear=none>To file a claim, fill out the attached Standard Form 95 (claim form) in accordance with the instructions, and return it to the address in box #1. Please be sure to follow the instructions carefully, and to fill out the claim form completely. While use of the form is not mandatory, it will help you ensure that you meet the legal requirements for filing a claim. If you decide to file a claim, it will be processed in accordance with the Federal Tort Claims Act.<BR clear=none> <BR clear=none>Once the Claims Management Branch has received your claim form, you will be sent a letter of acknowledgement and a claim number. You should keep the claim number for future reference when inquiring about your claim. TSA will try to resolve your claim as quickly as possible, but it may need time to make a further investigation of the facts. If TSA denies your claim, or has not finally resolved it within 6 months after you have filed it, you may have a right to bring your claim to court. <BR clear=none> <BR clear=none>You can also access claim forms online at the TSAGÇÖs Claims Management BranchGÇÖs website at <A href="http://www.tsa.gov/travelers/customer/claims/index.shtm" shape=rect>www.tsa.gov/travelers/customer/claims/index.shtm</A>. This website also has information related to filing a claim, checking the status of a claim, and other claim-related issues. You can also access this website by clicking on the Claims Management Branch link in the GÇ£Resource CenterGÇ¥ on TSAGÇÖs homepage at <A href="http://www.tsa.gov/" shape=rect>www.tsa.gov</A>. For additional questions related to the claims process, please contact the Claims Management Branch at <A href="mailto:[email protected]" shape=rect>[email protected]</A>. <BR clear=none> <BR clear=none>TSA Contact Center<BR clear=none></P></div> </font><br /> <br><br><div>--- Original Message ---<BR>From: < (b) (6) ><BR>Received: 7/24/09 6:05:52 PM EDT<BR>To: "TSA Contact Center" <[email protected]><BR>Subject: TSA Contact Us: Complaints<BR><BR>THIS GENERATED EMAIL HAS BEEN SENT FROM TSA INTERNET CONTACT US<BR>-----------------------------------------------------------------------------------------------------------<BR>Remote Client IP: (b) (6) <BR>Date Time: 7/24/2009 10:23:16 AM<BR>-----------------------------------------------------------------------------------------------------------<BR><BR> <TABLE style="FONT-SIZE: 12px; WIDTH: 750px" cellSpacing=1 cellPadding=3 border=2> <TBODY> <TR> <TD style="FONT-WEIGHT: bold; WIDTH: 200px">Name:</TD> <TD /TD></TR> <TR> <TD style="FONT-WEIGHT: bold; WIDTH: 200px">Email:</TD> <TD /TD></TR> <TR> <TD style="FONT-WEIGHT: bold; WIDTH: 200px">Complaints:</TD> <TD>My Complaint is Not Listed Here</TD></TR> <TR> <TD style="FONT-WEIGHT: bold; WIDTH: 200px">Flight Info (If applicable. Enter Flight#/Airline/Terminal/Airport/Gate/Etc):</TD> <TD>Flight #2222 Continental Will Rogers World Airport, Oklahoma City, Oklahoma Gate 10, July 23, 2009</TD></TR> <TR> <TD style="FONT-WEIGHT: bold; WIDTH: 200px">Comments:</TD> <TD>My bag was recived messed up with gravel and dirt on the clothes like they were put down on the ground. My toiletries bag was gone through touching my personal items and toothbrush! I want to know what you are going to do about this. <BR>Thank you for you prompt attention.</TD></TR></TBODY></TABLE></div> <BR><BR>------ TCC Control Number: ------<BR><<#356568-465440#>></body></html> END RECORD
(b) (6)
(b) (6)
CONTACT RECORD
EID: 51245507 Contact Type: Contact Date: 2009-07-27 10:33:41 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2009-07-23 09:30:00 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Caller wants to report that their TSA accepted lock is missing after traveling through (PIA). Body: Agent Notes: Walked caller thru website. Walked caller thru website. NOI inside bag. Follow Up: To TSOC Date: From TSOC Date: Last Updated By: 7/27/2009 10:37:23 AM, Last Update Date: Opening Agent: Opened Date: 7/27/2009 10:33:41 AM Linked Event IDs:
(b) (6)
(b) (6)
Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, PIA Peoria, IL, USA - Greater Peoria Airport, ORD Chicago, IL, USA - O'hare International Airport, Airline: American Airlines -¬American Airlines -¬, Subject Category: TSA Accepted Locks - Missing or Damaged - TSA Accepted Locks - Missing or Damaged Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 51257569 Contact Type: Contact Date: 2009-08-04 09:55:37 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2009-08-04 09:55:00 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Caller says that his TSA lock was missing from his checked bag and his goggles were missing from his checked bag. Body: Agent Notes: Provided Lost and Found information to caller and SF-95 form on the TSA.gov website. Provided Lost and Found information to caller and SF-95 form on the TSA.gov website. Notice of inspection was left. Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) 8/4/2009 10:03:17 AM,(b) (6) 10/27/2009 10:08:44 AM, Last Update Date: Opening Agent: Opened Date: 8/4/2009 9:55:37 AM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, DCA Washington, DC, USA - Ronald Reagan National Airport, Airline: American Airlines -¬American Airlines -¬, Subject Category: Claim Form Requests - Missing items from Checked Baggage - Claim Form Requests - Missing items from Checked Baggage Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 51276236 Contact Type: Contact Date: 2009-08-16 14:27:15 Medium: EMAIL Contact Status: CLOSED Incident Date: Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: (b) (6) Subject: ISSUE, TSA Contact Us: Complaints Body: THIS GENERATED EMAIL HAS BEEN SENT FROM http://www.tsa.gov/contact/index.shtm -----------------------------------------------------------------------------------------------------------Remote Client IP: (b) (6) Date Time: 8/14/2009 8:07:16 AM ------------------------------------------------------------------------------------------------------------
Name: (b) (6) Email: (b) (6) Complaints:Damaged or Missing items in Checked or Carry-on Baggage Flight Info (If applicable. Enter Flight#/Airline/Terminal/Airport/Gate/Etc):Delta flight # 6259 from tulsa Oklahoma to Philadelphia conecting in Cincinaty on 8-13-09 Comments:I fly at least twice a week and I know all checked bags must be UNLOCKED my tool box had the latch broken (no locks) and a gap of about two inches the airline claims TSA broke it and put shrink wrap to keep it half closed i lost several small tools plus the damage to my tool box Agent Notes: General Complaint w/Claim Response General Complaint w/Claim Response, Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) 8/16/2009 2:27:15 PM,(b) (6) 8/16/2009 2:29:10 PM, Last Update Date: Opening Agent: Opened Date: 8/14/2009 1:32:49 PM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, PHL Philadelphia, PA, USA - Philadelphia International Airport, Airline: Delta Air Lines -¬Delta Air Lines -¬, Subject Category: Mishandling of Passengers Property - Disarrayed Carry-on/Checked Baggage - Mishandling of Passengers Property Disarrayed Carry-on/Checked Baggage Interaction Type: COMPLAINT Response Email: From: Prior Vendor To: (b) (6) Subject: Re: TSA Contact Us: Complaints <<#365311-475346#>> Body: <html><head><style type="text/css">p {margin-bottom: 0; margin-top: 0;}</style></head><body bgcolor="#ffffff" style="background:
#ffffff"> <font size="2"><div style="width:100%;word-wrap:break-word;font-family: Arial;color: #000000;"><P>Thank you for your e-mail concerning your travel experience. <BR clear=none> <BR clear=none>Enhanced security measures require that all checked baggage undergo some form of screening for prohibited items. Physical search of the luggage is required to clear every alarm. Transportation Security Administration (TSA) screeners should exercise great care during the screening process to ensure that passengers' belongings are returned and not damaged when a bag needs to be opened. We regret if these high standards were not met.<BR clear=none> <BR clear=none>We monitor the number and nature of complaints we receive to track trends and spot areas of concern that may require special attention. This ongoing process will enable us to ensure prompt, corrective action whenever we determine that security screening policies need modification or specific employees or screener teams are the subject of repeated complaints.<BR clear=none> <BR clear=none>TSA is responsible for reviewing all claims relating to the screening of passengers and their baggage. To protect your rights under federal law and to file a valid claim, you must send your claim in writing to TSA, stating the circumstances of the loss and the exact amount you are claiming (fair market value of lost or destroyed property, reasonable cost of repair for damaged property), within 2 years after your claim accrued. The claim must be signed by you or your authorized representative (e.g., an attorney or other personal representative with appropriate proof of authority). <BR clear=none> <BR clear=none>To file a claim, fill out the attached Standard Form 95 (claim form) in accordance with the instructions, and return it to the address in box #1. Please be sure to follow the instructions carefully, and to fill out the claim form completely. While use of the form is not mandatory, it will help you ensure that you meet the legal requirements for filing a claim. If you decide to file a claim, it will be processed in accordance with the Federal Tort Claims Act.<BR clear=none> <BR clear=none>Once the Claims Management Office has received your claim form, you will be sent a letter of acknowledgement and a claim number. You should keep the claim number for future reference when inquiring about your claim. TSA will try to resolve your claim as quickly as possible, but it may need time to make a further investigation of the facts. If TSA denies your claim, or has not finally resolved it within 6 months after you have filed it, you may have a right to bring your claim to court. <BR clear=none> <BR clear=none>You can also access claim forms online at the TSAGÇÖs Claims Management OfficeGÇÖs website at <A href="http://www.tsa.gov/travelers/customer/claims/index.shtm" shape=rect>www.tsa.gov/travelers/customer/claims/index.shtm</A>. This website also has information related to filing a claim, checking the status of a claim, and other claim-related issues. You can also access this website by clicking on the Claims Management Office link in the GÇ£Resource CenterGÇ¥ on TSAGÇÖs homepage at <A href="http://www.tsa.gov/" shape=rect>www.tsa.gov</A>. If you have additional questions related to the claims process, please contact the Claims Management Office at <A href="mailto:[email protected]" shape=rect>[email protected]</A>. </P> <P> </P> <P>TSA Contact Center<BR clear=none></P></div> </font><br /> <br><br><div>--- Original Message ---<BR>From: <(b) (6) ><BR>Received: 8/14/09 1:32:46 PM EDT<BR>To: "TSA Contact Center" <[email protected]><BR>Subject: TSA Contact Us: Complaints<BR><BR>THIS GENERATED EMAIL HAS BEEN SENT FROM http://www.tsa.gov/contact/index.shtm<BR>-----------------------------------------------------------------------------------------------------------<BR>Remote Client IP: (b) (6) <BR>Date Time: 8/14/2009 8:07:16 AM<BR>-----------------------------------------------------------------------------------------------------------<BR><BR> <TABLE style="WIDTH: 750px" cellSpacing=1 cellPadding=3 border=2> <TBODY> <TR> <TD style="FONT-WEIGHT: bold; VERTICAL-ALIGN: top; WIDTH: 200px; TEXT-ALIGN: right">Name:</TD> <TD>(b) (6) TD></TR> <TR> <TD style="FONT-WEIGHT: bold; VERTICAL-ALIGN: top; WIDTH: 200px; TEXT-ALIGN: right">Email:</TD> <TD(b) (6) </TD></TR> <TR> <TD style="FONT-WEIGHT: bold; VERTICAL-ALIGN: top; WIDTH: 200px; TEXT-ALIGN: right">Complaints:</TD> <TD>Damaged or Missing items in Checked or Carry-on Baggage</TD></TR> <TR> <TD style="FONT-WEIGHT: bold; VERTICAL-ALIGN: top; WIDTH: 200px; TEXT-ALIGN: right">Flight Info (If applicable. Enter Flight#/Airline/Terminal/Airport/Gate/Etc):</TD> <TD>Delta flight # 6259 from tulsa Oklahoma to Philadelphia conecting in Cincinaty on 8-13-09</TD></TR> <TR> <TD style="FONT-WEIGHT: bold; VERTICAL-ALIGN: top; WIDTH: 200px; TEXT-ALIGN: right">Comments:</TD> <TD>I fly at least twice a week and I know all checked bags must be UNLOCKED my tool box had the latch broken (no locks) and a gap of about two inches the airline claims TSA broke it and put shrink wrap to keep it half closed i lost several small tools plus the damage to my tool box.</TD></TR></TBODY></TABLE></div> <BR><BR>------ TCC Control Number: ------<BR><<#365311-475346#>></body></html> END RECORD
CONTACT RECORD
EID: 51277462 Contact Type: Contact Date: 2009-08-17 14:55:37 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2009-08-16 18:20:00 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Items (baby clothes) missing from checked bag@ SDF. Baby food and jars were broken. Body: Agent Notes: Provided Lost and Found information to caller and walked caller thru website. Provided Lost and Found information to caller and walked caller thru website. NOI inside bag. Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) 8/17/2009 3:03:07 PM, Last Update Date: Opening Agent: Opened Date: 8/17/2009 2:55:37 PM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, SDF Louisville, KY, USA - Standiford Field, Airline: American Airlines -¬American Airlines -¬, Subject Category: Claim Form Requests - Missing items from Checked Baggage - Claim Form Requests - Missing items from Checked Baggage Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 51280390 Contact Type: Contact Date: Medium: EMAIL Contact Status: CLOSED Incident Date: 2009-08-09 10:22:00 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: (b) (6) Subject: ISSUE, TSA Contact Us: Security Issues Body: THIS GENERATED EMAIL HAS BEEN SENT FROM http://www.tsa.gov/contact/index.shtm -----------------------------------------------------------------------------------------------------------Remote Client IP: (b) (6) Date Time: 8/17/2009 4:17:29 PM ------------------------------------------------------------------------------------------------------------
Security IssuesAll Other Security Issues Name: (b) (6) Email: (b) (6) Message:The weekend of 8/9 while trying to board a flight out of OKCity to MEM I presented my FEMA ID which matched my name on the ticket. TSA employee made me produce additional ID that had my address on it. From what I've been told our name on Gov. issued ID needs to match our ticket, period. Is someone over zealous or have the regulations changed? Agent Notes: ID GÇô VALID ID NOT ACCEPTED ID GÇô VALID ID NOT ACCEPTED, BCC'd OKC SHM/CSQIM (b) (6)
(b) (6)
Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Opening Agent: Opened Date: 8/17/2009 7:55:53 PM Linked Event IDs:
8/19/2009 10:28:01 AM,
Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, MEM Memphis, TN, USA - Memphis International Airport, Airline: Subject Category: ID Requirements - ID Requirements Interaction Type: COMPLAINT Response Email: From: Prior Vendor To: (b) (6) Subject: Re: TSA Contact Us: Security Issues <<#366552-476761#>> Body: <html><head><style type="text/css">p {margin-bottom: 0; margin-top: 0;}</style></head><body bgcolor="#ffffff" style="background: #ffffff"> <font size="2"><div style="width:100%;word-wrap:break-word;font-family: Arial;color: #000000;"><P><FONT face=" Helvetica, sans-
serif,Arial">Thank you for e-mail, regarding identification (ID) requirements at the security screening checkpoint. Specifically, you felt that the ID you presented should have been accepted.</FONT> </P> <P> <BR clear=none><FONT face=" Helvetica, sans-serif,Arial">We regret you found your screening experiences unsatisfactory. The Transportation Security Administration (TSA) seeks to provide the highest level of security and customer service to all who pass through our screening checkpoints. Every person and item must be screened before entering each secured area, and the manner in which the screening is conducted is important. Our current policies and procedures focus on ensuring that all passengers, regardless of their personal situations and needs, are treated with dignity, respect, and courtesy.</FONT> </P> <P> </P> <P><FONT face=" Helvetica, sans-serif,Arial">We are unable to determine why the Transportation Security Officer (TSO) did not accept the ID your presented at the screening checkpoint. If the ID you presented is from the list below, it is a valid form of identification and it should have been accepted without an additional ID requirement. We regret any inconvenience this caused. </FONT></P> <P> </P> <P><FONT face=" Helvetica, sans-serif,Arial">The following forms of ID are fully acceptable and must contain name, date of birth, gender, expiration date, and a tamper-resistant feature: </FONT> </P> <UL> <LI><FONT face=" Helvetica, sans-serif,Arial">State-issued driverGÇÖs license </FONT></LI> <LI><FONT face=" Helvetica, sans-serif,Arial">U.S. passport </FONT></LI> <LI><FONT face=" Helvetica, sans-serif,Arial">U.S. passport card </FONT></LI> <LI><FONT face=" Helvetica, sans-serif,Arial">U.S. Department of Homeland Security (DHS) GÇ£Trusted TravelerGÇ¥ cards (NEXUS, SENTRI, FAST) </FONT></LI> <LI><FONT face=" Helvetica, sans-serif,Arial">U.S. Military ID (Active and Retired)</FONT> </LI> <LI><FONT face=" Helvetica, sans-serif,Arial">Permanent Resident Card </FONT></LI> <LI><FONT face=" Helvetica, sans-serif,Arial">Border Crossing Card </FONT></LI> <LI><FONT face=" Helvetica, sans-serif,Arial">DHS-designated enhanced driverGÇÖs license </FONT></LI> <LI><FONT face=" Helvetica, sans-serif,Arial">A Native American Tribal Photo ID </FONT></LI> <LI><FONT face=" Helvetica, sans-serif,Arial">An airline or airport-issued ID (if issued under a TSA-approved security plan) </FONT></LI> <LI><FONT face=" Helvetica, sans-serif,Arial">A Registered Traveler Card (that contains the following: Name; Date of Birth; Gender; Expiration date; and a Tamper-resistant feature)</FONT> </LI> <LI><FONT face=" Helvetica, sans-serif,Arial">A Transportation Workers Identification Credential (TWIC) </FONT></LI> <LI><FONT face=" Helvetica, sans-serif,Arial">Photo ID issued by DMV or equivalent State or U.S. Territory Government Office for the sole purpose of identification.</FONT> </LI> <LI><FONT face=" Helvetica, sans-serif,Arial">A foreign government-issued passport, Canadian provincial driverGÇÖs license, or Indian and Northern Affairs Canada (INAC) card are also acceptable forms of photo ID.</FONT> </LI></UL> <P><FONT face=" Helvetica, sans-serif,Arial">Furthermore, we have forwarded a copy of your email to the Customer Service Manager at that airport for review. The Customer Service Manager is responsible for ensuring that the TSO workforce adheres to TSA principles for professional and courteous customer service.</FONT> </P> <P> </P> <P> </P> <P><FONT face=" Helvetica, sans-serif,Arial">TSA Contact Center</FONT> </P> <P> </P></div> </font><br /> <br><br><div>--- Original Message ---<BR>From: (b) (6) <(b) (6) ><BR>Received: 8/17/09 7:55:53 PM EDT<BR>To: "TSA Contact Center" <[email protected]><BR>Subject: TSA Contact Us: Security Issues<BR><BR>THIS GENERATED EMAIL HAS BEEN SENT FROM http://www.tsa.gov/contact/index.shtm<BR>-----------------------------------------------------------------------------------------------------------<BR>Remote Client IP: (b) (6) <BR>Date Time: 8/17/2009 4:17:29 PM<BR>-----------------------------------------------------------------------------------------------------------<BR><BR> <TABLE style="WIDTH: 750px" cellSpacing=1 cellPadding=3 border=2> <TBODY> <TR> <TD style="FONT-WEIGHT: bold; VERTICAL-ALIGN: top; WIDTH: 200px; TEXT-ALIGN: right">Security Issues</TD> <TD>All Other Security Issues</TD></TR> <TR> <TD style="FONT-WEIGHT: bold; VERTICAL-ALIGN: top; WIDTH: 200px; TEXT-ALIGN: right">Name:</TD> <TD>(b) (6) </TD></TR> <TR> <TD style="FONT-WEIGHT: bold; VERTICAL-ALIGN: top; WIDTH: 200px; TEXT-ALIGN: right">Email:</TD> <TD>(b) (6) </TD></TR> <TR> <TD style="FONT-WEIGHT: bold; VERTICAL-ALIGN: top; WIDTH: 200px; TEXT-ALIGN: right">Message:</TD> <TD>The weekend of 8/9 while trying to board a flight out of OKCity to MEM I presented my FEMA ID which matched my name on the ticket. TSA employee made me produce additional ID that had my address on it. From what I've been told our name on Gov. issued ID needs to match our ticket, period. Is someone over zealous or have the regulations changed?</TD></TR></TBODY></TABLE></div> <BR><BR>------ TCC Control Number: ------<BR><<#366552-476761#>></body></html>
END RECORD
CONTACT RECORD
EID: 51282785 Contact Type: Contact Date: 2009-08-20 15:08:56 Medium: EMAIL Contact Status: CLOSED Incident Date: Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: (b) (6) Subject: ISSUE, RE: TSA Contact Us: Security Issues Body: Dear TSA Contact Representative,
It appears you have circumvented the question. Is a valid DHS-FEMA identification card considered an official identification card for the TSA at airports? "Photo ID issued by DMV or equivalent State or U.S. Territory Government Office for the sole purpose of identification" Surely a Department of Homeland Security - Federal Emergency Agency ID card qualifies!
(b) (6)
From: TSA-ContactCenter [mailto:[email protected]] Sent: Wednesday, August 19, 2009 9:28 AM To: (b) (6) Subject: Re: TSA Contact Us: Security Issues <<#366552-476761#>>
Thank you for e-mail, regarding identification (ID) requirements at the security screening checkpoint. Specifically, you felt that the ID you presented should have been accepted.
We regret you found your screening experiences unsatisfactory. The Transportation Security Administration (TSA) seeks to provide the highest level of security and customer service to all who pass through our screening checkpoints. Every person and item must be screened before entering each secured area, and the manner in which the screening is conducted is important. Our current policies and procedures focus on ensuring that all passengers, regardless of their personal situations and needs, are treated with dignity, respect, and courtesy.
We are unable to determine why the Transportation Security Officer (TSO)
did not accept the ID your presented at the screening checkpoint. If the ID you presented is from the list below, it is a valid form of identification and it should have been accepted without an additional ID requirement. We regret any inconvenience this caused.
The following forms of ID are fully acceptable and must contain name, date of birth, gender, expiration date, and a tamper-resistant feature:
*State-issued driver's license *U.S. passport *U.S. passport card *U.S. Department of Homeland Security (DHS) "Trusted Traveler" cards (NEXUS, SENTRI, FAST) *U.S. Military ID (Active and Retired) *Permanent Resident Card *Border Crossing Card *DHS-designated enhanced driver's license *A Native American Tribal Photo ID *An airline or airport-issued ID (if issued under a TSA-approved security plan) *A Registered Traveler Card (that contains the following: Name; Date of Birth; Gender; Expiration date; and a Tamper-resistant feature) *A Transportation Workers Identification Credential (TWIC) *Photo ID issued by DMV or equivalent State or U.S. Territory Government Office for the sole purpose of identification. *A foreign government-issued passport, Canadian provincial driver's license, or Indian and Northern Affairs Canada (INAC) card are also acceptable forms of photo ID. Furthermore, we have forwarded a copy of your email to the Customer Service Manager at that airport for review. The Customer Service Manager is responsible for ensuring that the TSO workforce adheres to TSA principles for professional and courteous customer service.
TSA Contact Center
--- Original Message --From: (b) (6) Received: 8/17/09 7:55:53 PM EDT To: "TSA Contact Center" <[email protected]> Subject: TSA Contact Us: Security Issues THIS GENERATED EMAIL HAS BEEN SENT FROM http://www.tsa.gov/contact/index.shtm ----------------------------------------------------------------------------------------------------------Remote Client IP: (b) (6) Date Time: 8/17/2009 4:17:29 PM -----------------------------------------------------------------------------------------------------------
Security Issues
All Other Security Issues
Name:
(b) (6)
Email:
(b) (6)
Message: The weekend of 8/9 while trying to board a flight out of OKCity to MEM I presented my FEMA ID which matched my name on the ticket. TSA employee made me produce additional ID that had my address on it. From what I've been told our name on Gov. issued ID needs to match our ticket, period. Is someone over zealous or have the regulations changed?
------ TCC Control Number: -----<<#366552-476761#>> Agent Notes: Forward to CSM Response Forward to CSM Response, Fwd'd the email to the CSM at the OKC airport.
(b) (6)
Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) 8/20/2009 3:08:56 PM,(b) (6) Last Update Date: Opening Agent: Opened Date: 8/19/2009 7:24:20 PM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, Airline: Subject Category: ID Requirements - ID Requirements Interaction Type: COMPLAINT Response Email: From: Prior Vendor To:(b) (6) Subject: Re: RE: TSA Contact Us: Security Issues <<#366552-476761#>> Body: <html><head><style type="text/css">p {margin-bottom: 0; margin-top: 0;}</style></head><body bgcolor="#ffffff" style="background: #ffffff"> <font size="2"><div style="width:100%;word-wrap:break-word;font-family: Arial;color: #000000;"><P><FONT face=" Helvetica, sansserif,Arial" size=2>(b) (6) :</FONT> </P> <P><FONT size=2> </FONT> </P> <P><FONT face=" Helvetica, sans-serif,Arial" size=2>The following email is being forwarded to you for review from the TCC. Please contact the consumer to resolve their issue/s addressed in the original email message below and reply with resolution to the TCC Customer Service representative, who will close the TCC record.</FONT> </P> <P><FONT size=2> </FONT> </P> <P><FONT face=" Helvetica, sans-serif,Arial" size=2>Thank you,</FONT> </P> <P><FONT size=2> </FONT> </P> <P><FONT face=" Helvetica, sans-serif,Arial" size=2>TCC Rep</FONT> </P> <P><FONT face="Arial, Helvetica, sans-serif" size=2>(b) (6) </FONT><FONT face=" Helvetica, sans-serif,Arial"><BR clear=none></FONT></P></div> </font><br /> <br><br><div>--- Original Message ---<BR>From: (b) (6) ><BR>Received: 8/19/09 7:24:21 PM
8/20/2009 3:10:41 PM,
EDT<BR>To: "TSA Contact Center" <[email protected]><BR>Subject: RE: TSA Contact Us: Security Issues<BR><BR> <META content="Microsoft Word 11 (filtered medium)" name=Generator> <STYLE>v\:* {behavior:url(#default#VML);} o\:* {behavior:url(#default#VML);}w\:* {behavior:url(#default#VML);} .shape {behavior:url(#default#VML);}</STYLE> <?xml:namespace prefix = o ns = "urn:schemas-microsoft-com:office:office" /><o:SmartTagType name="country-region" namespaceuri="urn:schemas-microsoft-com:office:smarttags"></o:SmartTagType><o:SmartTagType name="PlaceType" namespaceuri="urn:schemas-microsoft-com:office:smarttags"></o:SmartTagType><o:SmartTagType name="PlaceName" namespaceuri="urn:schemas-microsoft-com:office:smarttags"></o:SmartTagType><o:SmartTagType name="place" namespaceuri="urn:schemas-microsoft-com:office:smarttags"></o:SmartTagType> <STYLE>st1\:*{behavior:url(#default#ieooui) } </STYLE> <STYLE><!-- /* Font Definitions */ @font-face {font-family:Helvetica;panose-1:2 11 6 4 2 2 2 2 2 4;}@font-face {font-family:Wingdings;panose-1:5 0 0 0 0 0 0 0 0 0;}@font-face {font-family:Tahoma;panose-1:2 11 6 4 3 5 4 4 2 4;} /* Style Definitions */ p.MsoNormal, li.MsoNormal, div.MsoNormal{margin:0in;margin-bottom:.0001pt; font-size:12.0pt;font-family:"Times New Roman";}a:link, span.MsoHyperlink {color:blue;text-decoration:underline;}a:visited, span.MsoHyperlinkFollowed {color:purple;text-decoration:underline;}p{margin:0in;margin-bottom:.0001pt; font-size:12.0pt;font-family:"Times New Roman";}span.EmailStyle18 {mso-style-type:personal-reply;font-family:Arial;color:blue; font-weight:normal;font-style:normal;text-decoration:none none;} @page Section1{size:8.5in 11.0in;margin:1.0in 1.25in 1.0in 1.25in;} div.Section1{page:Section1;} /* List Definitions */ @list l0 {mso-list-id:1559779362;mso-list-template-ids:-998472616;}@list l0:level1 {mso-level-number-format:bullet;mso-level-text:\F0B7;mso-level-tab-stop:.5in; mso-level-number-position:left;text-indent:-.25in;mso-ansi-font-size:10.0pt; font-family:Symbol;}ol{margin-bottom:0in;}ul{margin-bottom:0in;}--></STYLE> <DIV class=Section1> <P class=MsoNormal><FONT face=Arial color=blue size=3><SPAN style="FONT-SIZE: 12pt; COLOR: blue; FONT-FAMILY: Arial">Dear TSA Contact Representative,<o:p></o:p></SPAN></FONT></P> <P class=MsoNormal><FONT face=Arial color=blue size=3><SPAN style="FONT-SIZE: 12pt; COLOR: blue; FONT-FAMILY: Arial"><o:p> </o:p></SPAN></FONT></P> <P class=MsoNormal><FONT face=Arial color=blue size=3><SPAN style="FONT-SIZE: 12pt; COLOR: blue; FONT-FAMILY: Arial">It appears you have circumvented the question. Is a valid DHS-FEMA identification card considered an official identification card for the TSA at airports? <o:p></o:p></SPAN></FONT></P> <P class=MsoNormal><B><FONT face=Helvetica color=blue size=3><SPAN style="FONT-WEIGHT: bold; FONT-SIZE: 12pt; COLOR: blue; FONT-FAMILY: Helvetica">GÇ£Photo ID issued by</SPAN></FONT></B><FONT face=Helvetica color=black size=2><SPAN style="FONTSIZE: 10pt; COLOR: black; FONT-FAMILY: Helvetica"> DMV or equivalent </SPAN></FONT><B><FONT face=Helvetica color=blue><SPAN style="FONT-WEIGHT: bold; COLOR: blue; FONT-FAMILY: Helvetica">State or <?xml:namespace prefix = st1 ns = "urn:schemasmicrosoft-com:office:smarttags" /><st1:country-region w:st="on"><st1:place w:st="on">U.S.</st1:place></st1:country-region> Territory Government</SPAN></FONT></B><FONT face=Helvetica color=black size=2><SPAN style="FONT-SIZE: 10pt; COLOR: black; FONTFAMILY: Helvetica"> </SPAN></FONT><B><FONT face=Helvetica color=blue><SPAN style="FONT-WEIGHT: bold; COLOR: blue; FONTFAMILY: Helvetica">Office for the sole purpose of identificationGÇ¥ </SPAN></FONT></B><FONT face=Helvetica color=blue size=2><SPAN style="FONT-SIZE: 10pt; COLOR: blue; FONT-FAMILY: Helvetica">Surely a Department of Homeland Security GÇô Federal Emergency Agency ID card qualifies!</SPAN></FONT><FONT face=Arial color=blue size=2><SPAN style="FONT-SIZE: 10pt; COLOR: blue; FONT-FAMILY: Arial"><o:p></o:p></SPAN></FONT></P> <P class=MsoNormal><FONT face=Arial color=blue size=3><SPAN style="FONT-SIZE: 12pt; COLOR: blue; FONT-FAMILY: Arial"(b) (6) <o:p></o:p></SPAN></FONT></P> <DIV> <DIV class=MsoNormal style="TEXT-ALIGN: center" align=center><FONT face="Times New Roman" size=3><SPAN style="FONT-SIZE: 12pt"> <HR tabIndex=-1 align=center width="100%" SIZE=2> </SPAN></FONT></DIV> <P class=MsoNormal><B><FONT face=Tahoma size=2><SPAN style="FONT-WEIGHT: bold; FONT-SIZE: 10pt; FONT-FAMILY: Tahoma">From:</SPAN></FONT></B><FONT face=Tahoma size=2><SPAN style="FONT-SIZE: 10pt; FONT-FAMILY: Tahoma"> TSAContactCenter [mailto:[email protected]] <BR><B><SPAN style="FONT-WEIGHT: bold">Sent:</SPAN></B> Wednesday, August 19, 2009 9:28 AM<BR><B><SPAN style="FONT-WEIGHT: bold">To:</SPAN></B> (b) (6) <BR><B><SPAN style="FONTWEIGHT: bold">Subject:</SPAN></B> Re: TSA Contact Us: Security Issues <<#366552476761#>></SPAN></FONT><o:p></o:p></P></DIV> <P class=MsoNormal><FONT face="Times New Roman" size=3><SPAN style="FONT-SIZE: 12pt"><o:p> </o:p></SPAN></FONT></P> <DIV style="WORD-WRAP: break-word">
<P><FONT face=Helvetica color=black size=2><SPAN style="FONT-SIZE: 10pt; COLOR: black; FONT-FAMILY: Helvetica">Thank you for e-mail, regarding identification (ID) requirements at the security screening checkpoint. Specifically, you felt that the ID you presented should have been accepted.</SPAN></FONT><FONT face=Arial color=black size=2><SPAN style="FONT-SIZE: 10pt; COLOR: black; FONT-FAMILY: Arial"> <o:p></o:p></SPAN></FONT></P> <P><FONT face=Arial color=black size=2><SPAN style="FONT-SIZE: 10pt; COLOR: black; FONT-FAMILY: Arial"> <BR></SPAN></FONT><FONT face=Helvetica color=black size=2><SPAN style="FONT-SIZE: 10pt; COLOR: black; FONTFAMILY: Helvetica">We regret you found your screening experiences unsatisfactory. The Transportation Security Administration (TSA) seeks to provide the highest level of security and customer service to all who pass through our screening checkpoints. Every person and item must be screened before entering each secured area, and the manner in which the screening is conducted is important. Our current policies and procedures focus on ensuring that all passengers, regardless of their personal situations and needs, are treated with dignity, respect, and courtesy.</SPAN></FONT><FONT face=Arial color=black size=2><SPAN style="FONT-SIZE: 10pt; COLOR: black; FONT-FAMILY: Arial"> <o:p></o:p></SPAN></FONT></P> <P><FONT face=Arial color=black size=2><SPAN style="FONT-SIZE: 10pt; COLOR: black; FONT-FAMILY: Arial"> <o:p></o:p></SPAN></FONT></P> <P><FONT face=Helvetica color=black size=2><SPAN style="FONT-SIZE: 10pt; COLOR: black; FONT-FAMILY: Helvetica">We are unable to determine why the Transportation Security Officer (TSO) did not accept the ID your presented at the screening checkpoint. If the ID you presented is from the list below, it is a valid form of identification and it should have been accepted without an additional ID requirement. We regret any inconvenience this caused. </SPAN></FONT><FONT face=Arial color=black size=2><SPAN style="FONT-SIZE: 10pt; COLOR: black; FONT-FAMILY: Arial"><o:p></o:p></SPAN></FONT></P> <P><FONT face=Arial color=black size=2><SPAN style="FONT-SIZE: 10pt; COLOR: black; FONT-FAMILY: Arial"> <o:p></o:p></SPAN></FONT></P> <P><FONT face=Helvetica color=black size=2><SPAN style="FONT-SIZE: 10pt; COLOR: black; FONT-FAMILY: Helvetica">The following forms of ID are fully acceptable and must contain name, date of birth, gender, expiration date, and a tamper-resistant feature: </SPAN></FONT><FONT face=Arial color=black size=2><SPAN style="FONT-SIZE: 10pt; COLOR: black; FONTFAMILY: Arial"> <o:p></o:p></SPAN></FONT></P> <UL type=disc> <LI class=MsoNormal style="COLOR: black; mso-list: l0 level1 lfo1; mso-margin-top-alt: auto; mso-margin-bottom-alt: auto"><FONT face=Helvetica color=black size=2><SPAN style="FONT-SIZE: 10pt; FONT-FAMILY: Helvetica">State-issued driver's license </SPAN></FONT><FONT face=Arial size=2><SPAN style="FONT-SIZE: 10pt; FONT-FAMILY: Arial"><o:p></o:p></SPAN></FONT></LI> <LI class=MsoNormal style="COLOR: black; mso-list: l0 level1 lfo1; mso-margin-top-alt: auto; mso-margin-bottom-alt: auto"><st1:country-region w:st="on"><st1:place w:st="on"><FONT face=Helvetica color=black size=2><SPAN style="FONT-SIZE: 10pt; FONT-FAMILY: Helvetica">U.S.</SPAN></FONT></st1:place></st1:country-region><FONT face=Helvetica size=2><SPAN style="FONTSIZE: 10pt; FONT-FAMILY: Helvetica"> passport </SPAN></FONT><FONT face=Arial size=2><SPAN style="FONT-SIZE: 10pt; FONTFAMILY: Arial"><o:p></o:p></SPAN></FONT></LI> <LI class=MsoNormal style="COLOR: black; mso-list: l0 level1 lfo1; mso-margin-top-alt: auto; mso-margin-bottom-alt: auto"><st1:country-region w:st="on"><st1:place w:st="on"><FONT face=Helvetica color=black size=2><SPAN style="FONT-SIZE: 10pt; FONT-FAMILY: Helvetica">U.S.</SPAN></FONT></st1:place></st1:country-region><FONT face=Helvetica size=2><SPAN style="FONTSIZE: 10pt; FONT-FAMILY: Helvetica"> passport card </SPAN></FONT><FONT face=Arial size=2><SPAN style="FONT-SIZE: 10pt; FONTFAMILY: Arial"><o:p></o:p></SPAN></FONT></LI> <LI class=MsoNormal style="COLOR: black; mso-list: l0 level1 lfo1; mso-margin-top-alt: auto; mso-margin-bottom-alt: auto"><FONT face=Helvetica color=black size=2><SPAN style="FONT-SIZE: 10pt; FONT-FAMILY: Helvetica">U.S. Department of Homeland Security (DHS) "Trusted Traveler" cards (NEXUS, SENTRI, FAST) </SPAN></FONT><FONT face=Arial size=2><SPAN style="FONT-SIZE: 10pt; FONT-FAMILY: Arial"><o:p></o:p></SPAN></FONT></LI> <LI class=MsoNormal style="COLOR: black; mso-list: l0 level1 lfo1; mso-margin-top-alt: auto; mso-margin-bottom-alt: auto"><st1:country-region w:st="on"><st1:place w:st="on"><FONT face=Helvetica color=black size=2><SPAN style="FONT-SIZE: 10pt; FONT-FAMILY: Helvetica">U.S.</SPAN></FONT></st1:place></st1:country-region><FONT face=Helvetica size=2><SPAN style="FONTSIZE: 10pt; FONT-FAMILY: Helvetica"> Military ID (Active and Retired)</SPAN></FONT><FONT face=Arial size=2><SPAN style="FONTSIZE: 10pt; FONT-FAMILY: Arial"> <o:p></o:p></SPAN></FONT></LI> <LI class=MsoNormal style="COLOR: black; mso-list: l0 level1 lfo1; mso-margin-top-alt: auto; mso-margin-bottom-alt: auto"><FONT face=Helvetica color=black size=2><SPAN style="FONT-SIZE: 10pt; FONT-FAMILY: Helvetica">Permanent Resident Card </SPAN></FONT><FONT face=Arial size=2><SPAN style="FONT-SIZE: 10pt; FONT-FAMILY: Arial"><o:p></o:p></SPAN></FONT></LI> <LI class=MsoNormal style="COLOR: black; mso-list: l0 level1 lfo1; mso-margin-top-alt: auto; mso-margin-bottom-alt: auto"><FONT face=Helvetica color=black size=2><SPAN style="FONT-SIZE: 10pt; FONT-FAMILY: Helvetica">Border Crossing Card </SPAN></FONT><FONT face=Arial size=2><SPAN style="FONT-SIZE: 10pt; FONT-FAMILY: Arial"><o:p></o:p></SPAN></FONT></LI> <LI class=MsoNormal style="COLOR: black; mso-list: l0 level1 lfo1; mso-margin-top-alt: auto; mso-margin-bottom-alt: auto"><FONT face=Helvetica color=black size=2><SPAN style="FONT-SIZE: 10pt; FONT-FAMILY: Helvetica">DHS-designated enhanced driver's license </SPAN></FONT><FONT face=Arial size=2><SPAN style="FONT-SIZE: 10pt; FONT-FAMILY: Arial"><o:p></o:p></SPAN></FONT></LI> <LI class=MsoNormal style="COLOR: black; mso-list: l0 level1 lfo1; mso-margin-top-alt: auto; mso-margin-bottom-alt: auto"><FONT face=Helvetica color=black size=2><SPAN style="FONT-SIZE: 10pt; FONT-FAMILY: Helvetica">A Native American Tribal Photo ID </SPAN></FONT><FONT face=Arial size=2><SPAN style="FONT-SIZE: 10pt; FONT-FAMILY: Arial"><o:p></o:p></SPAN></FONT></LI> <LI class=MsoNormal style="COLOR: black; mso-list: l0 level1 lfo1; mso-margin-top-alt: auto; mso-margin-bottom-alt: auto"><FONT face=Helvetica color=black size=2><SPAN style="FONT-SIZE: 10pt; FONT-FAMILY: Helvetica">An airline or airport-issued ID (if issued under a TSA-approved security plan) </SPAN></FONT><FONT face=Arial size=2><SPAN style="FONT-SIZE: 10pt; FONT-FAMILY: Arial"><o:p></o:p></SPAN></FONT></LI> <LI class=MsoNormal style="COLOR: black; mso-list: l0 level1 lfo1; mso-margin-top-alt: auto; mso-margin-bottom-alt: auto"><FONT face=Helvetica color=black size=2><SPAN style="FONT-SIZE: 10pt; FONT-FAMILY: Helvetica">A Registered Traveler Card (that contains
the following: Name; Date of Birth; Gender; Expiration date; and a Tamper-resistant feature)</SPAN></FONT><FONT face=Arial size=2><SPAN style="FONT-SIZE: 10pt; FONT-FAMILY: Arial"> <o:p></o:p></SPAN></FONT></LI> <LI class=MsoNormal style="COLOR: black; mso-list: l0 level1 lfo1; mso-margin-top-alt: auto; mso-margin-bottom-alt: auto"><FONT face=Helvetica color=black size=2><SPAN style="FONT-SIZE: 10pt; FONT-FAMILY: Helvetica">A Transportation Workers Identification Credential (TWIC) </SPAN></FONT><FONT face=Arial size=2><SPAN style="FONT-SIZE: 10pt; FONT-FAMILY: Arial"><o:p></o:p></SPAN></FONT></LI> <LI class=MsoNormal style="COLOR: black; mso-list: l0 level1 lfo1; mso-margin-top-alt: auto; mso-margin-bottom-alt: auto"><FONT face=Helvetica color=black size=2><SPAN style="FONT-SIZE: 10pt; FONT-FAMILY: Helvetica">Photo ID issued by DMV or equivalent State or U.S. Territory Government Office for the sole purpose of identification.</SPAN></FONT><FONT face=Arial size=2><SPAN style="FONT-SIZE: 10pt; FONT-FAMILY: Arial"> <o:p></o:p></SPAN></FONT></LI> <LI class=MsoNormal style="COLOR: black; mso-list: l0 level1 lfo1; mso-margin-top-alt: auto; mso-margin-bottom-alt: auto"><FONT face=Helvetica color=black size=2><SPAN style="FONT-SIZE: 10pt; FONT-FAMILY: Helvetica">A foreign government-issued passport, Canadian provincial driver's license, or Indian and Northern Affairs Canada (INAC) card are also acceptable forms of photo ID.</SPAN></FONT><FONT face=Arial size=2><SPAN style="FONT-SIZE: 10pt; FONT-FAMILY: Arial"> <o:p></o:p></SPAN></FONT></LI></UL> <P><FONT face=Helvetica color=black size=2><SPAN style="FONT-SIZE: 10pt; COLOR: black; FONT-FAMILY: Helvetica">Furthermore, we have forwarded a copy of your email to the Customer Service Manager at that airport for review. The Customer Service Manager is responsible for ensuring that the TSO workforce adheres to TSA principles for professional and courteous customer service.</SPAN></FONT><FONT face=Arial color=black size=2><SPAN style="FONT-SIZE: 10pt; COLOR: black; FONT-FAMILY: Arial"> <o:p></o:p></SPAN></FONT></P> <P><FONT face=Arial color=black size=2><SPAN style="FONT-SIZE: 10pt; COLOR: black; FONT-FAMILY: Arial"> <o:p></o:p></SPAN></FONT></P> <P><FONT face=Arial color=black size=2><SPAN style="FONT-SIZE: 10pt; COLOR: black; FONT-FAMILY: Arial"> <o:p></o:p></SPAN></FONT></P> <P><st1:place w:st="on"><st1:PlaceName w:st="on"><FONT face=Helvetica color=black size=2><SPAN style="FONT-SIZE: 10pt; COLOR: black; FONT-FAMILY: Helvetica">TSA</SPAN></FONT></st1:PlaceName><FONT face=Helvetica color=black size=2><SPAN style="FONT-SIZE: 10pt; COLOR: black; FONT-FAMILY: Helvetica"> <st1:PlaceName w:st="on">Contact</st1:PlaceName> <st1:PlaceType w:st="on">Center</st1:PlaceType></SPAN></FONT></st1:place><FONT face=Arial color=black size=2><SPAN style="FONT-SIZE: 10pt; COLOR: black; FONT-FAMILY: Arial"> <o:p></o:p></SPAN></FONT></P> <P><FONT face=Arial color=black size=2><SPAN style="FONT-SIZE: 10pt; COLOR: black; FONT-FAMILY: Arial"> <o:p></o:p></SPAN></FONT></P></DIV> <P class=MsoNormal style="MARGIN-BOTTOM: 12pt"><FONT face="Times New Roman" size=3><SPAN style="FONT-SIZE: 12pt"><BR><BR><o:p></o:p></SPAN></FONT></P> <DIV> <P class=MsoNormal style="MARGIN-BOTTOM: 12pt"><FONT face="Times New Roman" size=3><SPAN style="FONT-SIZE: 12pt">--Original Message ---<BR>From: (b) (6) ><BR>Received: 8/17/09 7:55:53 PM EDT<BR>To: "<st1:place w:st="on"><st1:PlaceName w:st="on">TSA</st1:PlaceName> <st1:PlaceName w:st="on">Contact</st1:PlaceName> <st1:PlaceType w:st="on">Center</st1:PlaceType></st1:place>" <[email protected]><BR>Subject: TSA Contact Us: Security Issues<BR><BR>THIS GENERATED EMAIL HAS BEEN SENT FROM http://www.tsa.gov/contact/index.shtm<BR>-----------------------------------------------------------------------------------------------------------<BR>Remote Client IP: (b) (6) <BR>Date Time: 8/17/2009 4:17:29 PM<BR>------------------------------------------------------------------------------------------------------------<o:p></o:p></SPAN></FONT></P> <TABLE class=MsoNormalTable style="BORDER-RIGHT: 1.5pt outset; BORDER-TOP: 1.5pt outset; BORDER-LEFT: 1.5pt outset; WIDTH: 562.5pt; BORDER-BOTTOM: 1.5pt outset" cellSpacing=1 cellPadding=0 width=750 border=1> <TBODY> <TR> <TD style="PADDING-RIGHT: 2.25pt; PADDING-LEFT: 2.25pt; PADDING-BOTTOM: 2.25pt; WIDTH: 150pt; PADDING-TOP: 2.25pt" vAlign=top width=200> <P class=MsoNormal style="TEXT-ALIGN: right" align=right><B><FONT face="Times New Roman" size=3><SPAN style="FONT-WEIGHT: bold; FONT-SIZE: 12pt">Security Issues<o:p></o:p></SPAN></FONT></B></P></TD> <TD style="PADDING-RIGHT: 2.25pt; PADDING-LEFT: 2.25pt; PADDING-BOTTOM: 2.25pt; PADDING-TOP: 2.25pt"> <P class=MsoNormal><FONT face="Times New Roman" size=3><SPAN style="FONT-SIZE: 12pt">All Other Security Issues<o:p></o:p></SPAN></FONT></P></TD></TR> <TR> <TD style="PADDING-RIGHT: 2.25pt; PADDING-LEFT: 2.25pt; PADDING-BOTTOM: 2.25pt; WIDTH: 150pt; PADDING-TOP: 2.25pt" vAlign=top width=200> <P class=MsoNormal style="TEXT-ALIGN: right" align=right><B><FONT face="Times New Roman" size=3><SPAN style="FONT-WEIGHT: bold; FONT-SIZE: 12pt">Name:<o:p></o:p></SPAN></FONT></B></P></TD> <TD style="PADDING-RIGHT: 2.25pt; PADDING-LEFT: 2.25pt; PADDING-BOTTOM: 2.25pt; PADDING-TOP: 2.25pt"> <P class=MsoNormal><FONT face="Times New Roman" size=3><SPAN style="FONT-SIZE: 12pt">(b) (6) o:p></o:p></SPAN></FONT></P></TD></TR> <TR> <TD style="PADDING-RIGHT: 2.25pt; PADDING-LEFT: 2.25pt; PADDING-BOTTOM: 2.25pt; WIDTH: 150pt; PADDING-TOP: 2.25pt" vAlign=top width=200> <P class=MsoNormal style="TEXT-ALIGN: right" align=right><B><FONT face="Times New Roman" size=3><SPAN style="FONT-WEIGHT: bold; FONT-SIZE: 12pt">Email:<o:p></o:p></SPAN></FONT></B></P></TD> <TD style="PADDING-RIGHT: 2.25pt; PADDING-LEFT: 2.25pt; PADDING-BOTTOM: 2.25pt; PADDING-TOP: 2.25pt">
<P class=MsoNormal><FONT face="Times New Roman" size=3><SPAN style="FONT-SIZE: 12pt">(b) (6) v<o:p></o:p></SPAN></FONT></P></TD></TR> <TR> <TD style="PADDING-RIGHT: 2.25pt; PADDING-LEFT: 2.25pt; PADDING-BOTTOM: 2.25pt; WIDTH: 150pt; PADDING-TOP: 2.25pt" vAlign=top width=200> <P class=MsoNormal style="TEXT-ALIGN: right" align=right><B><FONT face="Times New Roman" size=3><SPAN style="FONT-WEIGHT: bold; FONT-SIZE: 12pt">Message:<o:p></o:p></SPAN></FONT></B></P></TD> <TD style="PADDING-RIGHT: 2.25pt; PADDING-LEFT: 2.25pt; PADDING-BOTTOM: 2.25pt; PADDING-TOP: 2.25pt"> <P class=MsoNormal><FONT face="Times New Roman" size=3><SPAN style="FONT-SIZE: 12pt">The weekend of 8/9 while trying to board a flight out of OKCity to MEM I presented my FEMA ID which matched my name on the ticket. TSA employee made me produce additional ID that had my address on it. From what I've been told our name on Gov. issued ID needs to match our ticket, period. Is someone over zealous or have the regulations changed?<o:p></o:p></SPAN></FONT></P></TD></TR></TBODY></TABLE></DIV> <P class=MsoNormal><FONT face="Times New Roman" size=3><SPAN style="FONT-SIZE: 12pt"><BR><BR>------ TCC Control Number: -----<BR><<#366552-476761#>><o:p></o:p></SPAN></FONT></P></DIV></div> <BR><BR>------ TCC Control Number: ------<BR><<#366552-476761#>></body></html> END RECORD
CONTACT RECORD
EID: 51284111 Contact Type: Contact Date: 2009-08-21 13:04:56 Medium: TELEPHONE Contact Status: CLOSED Incident Date: Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Caller wanted to report that items were not re-packed properly in checked luggage after screening at OKC. , Body: Agent Notes: Advised caller we would note issue. Apologized and offered a claim form. Advised caller we would note issue. Apologized and offered a claim form. Offered caller a SF-95 claim form, she refused Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) 8/21/2009 1:12:38 PM, Last Update Date: Opening Agent: Opened Date: 8/21/2009 1:04:56 PM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, Airline: Frontier Airlines (present)Frontier Airlines (present), Subject Category: Mishandling of Passengers Property - Disarrayed Carry-on/Checked Baggage - Mishandling of Passengers Property Disarrayed Carry-on/Checked Baggage Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 51287664 Contact Type: Contact Date: 2009-08-24 16:21:54 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2009-08-21 12:30:00 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: (b) (6) Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: (b) (6) Fulfillment Sent: Mail Return Date: Contact Email: Subject: Caller reports that a laptop cord is missing @OKC. Body: Agent Notes: Provided caller with information on the claims process, and faxed SF-95 form. Provided caller with information on the claims process, and faxed SF-95 form. Caller asked does the screeners have to inspect luggage in front of passengers. Informed caller that during a private screening, screeners inspect luggage in the same room that the private screening is taken place; Also informed caller that a CSM can be sent in regards to the specific reason why his luggage was not inspected in front of him. Follow Up: (b) (6) reports that a laptop cord is missing from carry on luggage @OKC. He also believes that money could have been taking out of his luggage as well. Also, (b) (6) has to go through a private screening because of a medical issue and would like to know the specific reason why a screener who inspected his luggage did not inspect his luggage in front of him. A claim form was offered and he would like a call back in regards to this issue. (b) (6) also provided another number where he can be reached-cell: . (b) (6) To TSOC Date: From TSOC Date: Last Updated By: (b) (6) 8/24/2009 4:40:37 PM,(b) (6) 8/24/2009 4:40:51 PM, Last Update Date: Opening Agent: Opened Date: 8/24/2009 4:21:54 PM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, Airline: Delta Air Lines -¬Delta Air Lines -¬, Subject Category: Claim Form Requests-Carry On - Claim Form Requests-Carry On Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 51287938 Contact Type: Contact Date: 2009-08-24 18:57:09 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2009-08-23 09:30:00 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Items (license plate) missing from checked bag@ OKC. Claim form will be downloaded. Body: Agent Notes: Provided Lost and Found information to caller and SF-95 form will be downloaded Provided Lost and Found information to caller and SF-95 form will be downloaded flt - 945 bag claim -okck909688 Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) 8/24/2009 7:01:08 PM,(b) (6) 8/24/2009 7:02:06 PM, Last Update Date: Opening Agent: Opened Date: 8/24/2009 6:57:09 PM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, Airline: Southwest AirlinesSouthwest Airlines, Subject Category: Claim Form Requests - Missing items from Checked Baggage - Claim Form Requests - Missing items from Checked Baggage Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 51295780 Contact Type: Contact Date: 2009-08-31 10:13:51 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2009-08-29 07:39:00 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: USA Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Items (Nail polish, $20 hair brush and make-up case) damaged in checked bag @ (OKC). Body: Agent Notes: Provided caller with information on the claims process, and walked caller thru the website for claim form. Provided caller with information on the claims process, and walked caller thru the website for claim form. Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) 8/31/2009 10:24:42 AM, Last Update Date: Opening Agent: Opened Date: 8/31/2009 10:13:51 AM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, Airline: American Airlines -¬American Airlines -¬, Subject Category: Claim Form Requests-Checked Bag - Claim Form Requests-Checked Bag Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 51296901 Contact Type: Contact Date: 2009-08-31 17:54:39 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2009-08-31 09:15:00 Contact Prefix: (b) (6) Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Items (jewelry) missing from checked bag @ OKC. Body: Agent Notes: Provided Lost and Found information to caller and SF-95 form e-mailed on (9/1/2009). Provided Lost and Found information to caller and SF-95 form e-mailed on (9/1/2009). Provided caller with the number to CO airlines. There was no NOI. (b) (6) Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) 8/31/2009 5:54:39 PM,(b) (6) 8/31/2009 6:01:36 PM, Last Update Date: Opening Agent: Opened Date: 8/31/2009 5:54:39 PM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, Airline: Continental Airlines (present) -¬Continental Airlines (present) -¬, Subject Category: Claim Form Requests - Missing items from Checked Baggage - Claim Form Requests - Missing items from Checked Baggage Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 51297408 Contact Type: Contact Date: 2009-09-01 11:04:47 Medium: EMAIL Contact Status: CLOSED Incident Date: Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: (b) (6) Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: (b) (6) Subject: ISSUE, TSA Contact Us: Complaints Body: THIS GENERATED EMAIL HAS BEEN SENT FROM http://www.tsa.gov/contact/index.shtm -----------------------------------------------------------------------------------------------------------Remote Client IP: (b) (6) Date Time: 8/31/2009 1:31:44 AM ------------------------------------------------------------------------------------------------------------
Name: (b) (6) Email: (b) (6) Complaints:Damaged or Missing items in Checked or Carry-on Baggage Flight Info (If applicable. Enter Flight#/Airline/Terminal/Airport/Gate/Etc):united flight 453 from oklahoma city will rogers airport to denver, co departing at 1641 on 28 august 2009, gate 5. checked in and checked bag at airport about 1230-1300. Comments:after arriving at destination and opening my checked suitcase, I found that my toilet kit was not in my luggage. I clearly recall that it was in my luggage at check in. The kit contained normal shaving, healthcare and grooming articles. In addition, it contained an assortment of over the counter medications and prescription drugs. the prescription drugs in the kit were: lipitor, viagra, ambien and rozerem. the value of the prescription drugs alone are well over $100.00 Agent Notes: Retrieve Items & Claims Response Retrieve Items & Claims Response, Provided the number to the OKC (405-680-3233) TSA L&F. Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) 9/1/2009 11:04:47 AM,(b) (6) 9/1/2009 11:06:44 AM, Last Update Date: Opening Agent: Opened Date: 8/31/2009 12:32:47 PM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, DEN Denver, CO, USA - Denver International, Airline: United Airlines -¬United Airlines -¬, Subject Category: Claim Form Requests - Missing items from Checked Baggage - Claim Form Requests - Missing items from Checked Baggage Interaction Type: COMPLAINT
Response Email: From: Prior Vendor To: (b) (6) Subject: Re: TSA Contact Us: Complaints <<#371755-482669#>> Body: <html><head><style type="text/css">p {margin-bottom: 0; margin-top: 0;}</style></head><body bgcolor="#ffffff" style="background: #ffffff"> <font size="2"><div style="width:100%;word-wrap:break-word;font-family: Arial;color: #000000;"><P>Thank you for your email message regarding the retrieval of lost items. <BR clear=none> <BR clear=none>Each airport establishes procedures for handling lost and found items. The Transportation Security Administration (TSA) follows those procedures where they exist. The airports in those instances are responsible for holding and disposing items under applicable local laws. Items, such as locks, tags, straps, and other external luggage pieces, are often lost or damaged as the baggage goes through the baggage handling equipment and may or may not have been found by airline/airport personnel. </P> <P> </P> <P>In an airport where no policy exists, found articles are collected, stored, and disposed of under General Services Administration rules. TSA is unable to identify and return all items, but may be able to locate and return items on a case-by-case basis. We suggest you contact the <STRONG><U>OKC</U></STRONG> <STRONG><U>(405-680-3233) TSA L&F</U></STRONG> where your items were confiscated or lost.<BR clear=none> <BR clear=none>We work very hard to achieve consistency in the security processes. As we inspect screening operations at airports and receive feedback from the traveling public, we address inconsistencies and ensure corrective actions are taken, when necessary. We will continue to do all that we can to inspect screening operations and provide written procedures and training to specify how the process is to be applied.<BR clear=none> <BR clear=none>To file a claim, fill out the attached Standard Form 95 (claim form) in accordance with the instructions, and return it to the address in box #1. Please be sure to follow the instructions carefully, and to fill out the claim form completely. While use of the form is not mandatory, it will help you ensure that you meet the legal requirements for filing a claim. If you decide to file a claim, it will be processed in accordance with the Federal Tort Claims Act.<BR clear=none> <BR clear=none>Once the Claims Management Office has received your claim form, you will be sent a letter of acknowledgement and a claim number. You should keep the claim number for future reference when inquiring about your claim. TSA will try to resolve your claim as quickly as possible, but it may need time to make a further investigation of the facts. If TSA denies your claim, or has not finally resolved it within 6 months after you have filed it, you may have a right to bring your claim to court. <BR clear=none> <BR clear=none>You can also access claim forms online at the TSAGÇÖs Claims Management OfficeGÇÖs website at <A href="http://www.tsa.gov/travelers/customer/claims/index.shtm" shape=rect>www.tsa.gov/travelers/customer/claims/index.shtm</A>. This website also has information related to filing a claim, checking the status of a claim, and other claim-related issues. You can also access this website by clicking on the Claims Management Office link in the GÇ£Resource CenterGÇ¥ on TSAGÇÖs homepage at <A href="http://www.tsa.gov/" shape=rect>www.tsa.gov</A>. If you have additional questions related to the claims process, please contact the Claims Management Office at <A href="mailto:[email protected]" shape=rect>[email protected]</A>. <BR clear=none> <BR clear=none>TSA Contact Center<BR clear=none></P></div> </font><br /> <br><br><div>--- Original Message ---<BR>From: <(b) (6) t><BR>Received: 8/31/09 12:32:53 PM EDT<BR>To: "TSA Contact Center" <[email protected]><BR>Subject: TSA Contact Us: Complaints<BR><BR>THIS GENERATED EMAIL HAS BEEN SENT FROM http://www.tsa.gov/contact/index.shtm<BR>-----------------------------------------------------------------------------------------------------------<BR>Remote Client IP: (b) (6) <BR>Date Time: 8/31/2009 1:31:44 AM<BR>-----------------------------------------------------------------------------------------------------------<BR><BR> <TABLE style="WIDTH: 750px" cellSpacing=1 cellPadding=3 border=2> <TBODY> <TR> <TD style="FONT-WEIGHT: bold; VERTICAL-ALIGN: top; WIDTH: 200px; TEXT-ALIGN: right">Name:</TD> <TD>(b) (6) </TD></TR> <TR> <TD style="FONT-WEIGHT: bold; VERTICAL-ALIGN: top; WIDTH: 200px; TEXT-ALIGN: right">Email:</TD> <TD>(b) (6) t</TD></TR> <TR> <TD style="FONT-WEIGHT: bold; VERTICAL-ALIGN: top; WIDTH: 200px; TEXT-ALIGN: right">Complaints:</TD> <TD>Damaged or Missing items in Checked or Carry-on Baggage</TD></TR> <TR> <TD style="FONT-WEIGHT: bold; VERTICAL-ALIGN: top; WIDTH: 200px; TEXT-ALIGN: right">Flight Info (If applicable. Enter Flight#/Airline/Terminal/Airport/Gate/Etc):</TD> <TD>united flight 453 from oklahoma city will rogers airport to denver, co departing at 1641 on 28 august 2009, gate 5.<BR><BR>checked in and checked bag at airport about 1230-1300.</TD></TR> <TR> <TD style="FONT-WEIGHT: bold; VERTICAL-ALIGN: top; WIDTH: 200px; TEXT-ALIGN: right">Comments:</TD> <TD>after arriving at destination and opening my checked suitcase, I found that my toilet kit was not in my luggage. I clearly recall that it was in my luggage at check in.<BR><BR>The kit contained normal shaving, healthcare and grooming articles. In addition, it contained an assortment of over the counter medications and prescription drugs. the prescription drugs in the kit were: lipitor, viagra, ambien and rozerem. the value of the prescription drugs alone are well over $100.00.</TD></TR></TBODY></TABLE></div>
<BR><BR>------ TCC Control Number: ------<BR><<#371755-482669#>></body></html> END RECORD
CONTACT RECORD
EID: 51300542 Contact Type: Contact Date: 2009-09-03 10:35:46 Medium: EMAIL Contact Status: CLOSED Incident Date: Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: (b) (6) Subject: ISSUE, TSA Contact Us: Complaints Body: THIS GENERATED EMAIL HAS BEEN SENT FROM http://www.tsa.gov/contact/index.shtm -----------------------------------------------------------------------------------------------------------Remote Client IP: (b) (6) Date Time: 9/2/2009 1:05:17 AM ------------------------------------------------------------------------------------------------------------
Name: (b) (6) Email: (b) (6) Complaints:Discourteous/Rude Employee Flight Info (If applicable. Enter Flight#/Airline/Terminal/Airport/Gate/Etc):Oklahoma City Comments:I was flying through Oklahoma City last thursday. My bag was flagged for not pulling out my bag of shaving cream and other items (that was my fault) after being told one of my items was to large I asked to speak to the supervisor... I think there should be some leway... 4 oz is not that big of a deal... I asked him what the major problem was and after saying that's the rule he threatened to get the police and escort me from the terminal. I think there are much better ways to handle this problem... I know i should know the rules... but you are much more likely to get better results if your people are kind and polite. Thanks I look forward to seeing more smiling faces the next time I fly Agent Notes: General Complaint Response General Complaint Response, Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) 9/3/2009 10:35:46 AM,(b) (6) 9/3/2009 10:36:21 AM, Last Update Date: Opening Agent: Opened Date: 9/2/2009 12:40:00 PM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, Airline: Subject Category: Discourteous- Rude Employee - Discourteous- Rude Employee Interaction Type: COMPLAINT Response Email: From: Prior Vendor To:(b) (6) Subject: Re: TSA Contact Us: Complaints <<#372708-483755#>> Body:
<html><head><style type="text/css">p {margin-bottom: 0; margin-top: 0;}</style></head><body bgcolor="#ffffff" style="background: #ffffff"> <font size="2"><div style="width:100%;word-wrap:break-word;font-family: Arial;color: #000000;"><P><FONT face=" Helvetica, sansserif,Arial">Thank you for your electronic mail message concerning your travel experience. </FONT></P> <P><FONT face=" Helvetica, sans-serif,Arial"> </FONT></P> <P><FONT face=" Helvetica, sans-serif,Arial">A variety of security measures are applied to the baggage and/or persons of passengers selected through the screening process, including random searches. This random element prevents potential terrorists from "beating the system" by learning how it operates. Leaving out any one group, such as senior citizens or the clergy, would remove the random element from the system and undermine security. We simply cannot assume that all future terrorists will fit any particular profile.</FONT> </P> <P> </P> <P><FONT face=" Helvetica, sans-serif,Arial">Enhanced security measures require that all checked baggage undergo some form of screening for prohibited items. Physical search of the luggage is required to clear every alarm. TSA screeners should exercise great care during the screening process to ensure that passengers' belongings are returned and not damaged when a bag needs to be opened. Unfortunately, on some occasions the screening process may fall short of our established standard. We apologize if these high standards were not met.</FONT> </P> <P> </P> <P><FONT face=" Helvetica, sans-serif,Arial">We monitor the number and nature of complaints we receive to track trends and spot areas of concern that may require special attention. This ongoing process will enable us to ensure prompt, corrective action whenever we determine that security screening policies need modification or specific employees or screener teams are the subject of repeated complaints.</FONT> </P> <P> </P> <P><FONT face=" Helvetica, sans-serif,Arial">We appreciate your taking the time to share your thoughts and concerns with us. We also encourage you to check the latest information at </FONT><A href="http://www.tsa.gov/" shape=rect><FONT face=" Helvetica, sans-serif,Arial">www.tsa.gov</FONT></A><FONT face=" Helvetica, sans-serif,Arial">.</FONT> </P> <P> </P> <P><FONT face=" Helvetica, sans-serif,Arial">TSA Contact Center</FONT><FONT face=" Helvetica, sans-serif,Arial"><BR clear=none></FONT></P></div> </font><br /> <br><br><div>--- Original Message ---<BR>From: <(b) (6) ><BR>Received: 9/2/09 12:40:09 PM EDT<BR>To: "TSA Contact Center" <[email protected]><BR>Subject: TSA Contact Us: Complaints<BR><BR>THIS GENERATED EMAIL HAS BEEN SENT FROM http://www.tsa.gov/contact/index.shtm<BR>-----------------------------------------------------------------------------------------------------------<BR>Remote Client IP: (b) (6) <BR>Date Time: 9/2/2009 1:05:17 AM<BR>-----------------------------------------------------------------------------------------------------------<BR><BR> <TABLE style="WIDTH: 750px" cellSpacing=1 cellPadding=3 border=2> <TBODY> <TR> <TD style="FONT-WEIGHT: bold; VERTICAL-ALIGN: top; WIDTH: 200px; TEXT-ALIGN: right">Name:</TD> <TD>(b) (6) </TD></TR> <TR> <TD style="FONT-WEIGHT: bold; VERTICAL-ALIGN: top; WIDTH: 200px; TEXT-ALIGN: right">Email:</TD> <TD>(b) (6) </TD></TR> <TR> <TD style="FONT-WEIGHT: bold; VERTICAL-ALIGN: top; WIDTH: 200px; TEXT-ALIGN: right">Complaints:</TD> <TD>Discourteous/Rude Employee</TD></TR> <TR> <TD style="FONT-WEIGHT: bold; VERTICAL-ALIGN: top; WIDTH: 200px; TEXT-ALIGN: right">Flight Info (If applicable. Enter Flight#/Airline/Terminal/Airport/Gate/Etc):</TD> <TD>Oklahoma City</TD></TR> <TR> <TD style="FONT-WEIGHT: bold; VERTICAL-ALIGN: top; WIDTH: 200px; TEXT-ALIGN: right">Comments:</TD> <TD>I was flying through Oklahoma City last thursday. My bag was flagged for not pulling out my bag of shaving cream and other items (that was my fault) after being told one of my items was to large I asked to speak to the supervisor... I think there should be some leway... 4 oz is not that big of a deal... I asked him what the major problem was and after saying that's the rule he threatened to get the police and escort me from the terminal. I think there are much better ways to handle this problem... I know i should know the rules... but you are much more likely to get better results if your people are kind and polite. Thanks I look forward to seeing more smiling faces the next time I fly.</TD></TR></TBODY></TABLE></div> <BR><BR>------ TCC Control Number: ------<BR><<#372708-483755#>></body></html> END RECORD
CONTACT RECORD
EID: 51301474 Contact Type: Contact Date: 2009-09-03 16:58:41 Medium: TELEPHONE Contact Status: CLOSED Incident Date: Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Caller asked about proper ID for a FAA employee, Body: Agent Notes: Advised caller that message will be sent to the CSM at the OKC airport, Advised caller that message will be sent to the CSM at the OKC airport, *Caller stated that his FAA card was not allowed as acceptable photo ID, Follow Up: (b) (6) stated that he is a FAA employee and traveled through the OKC airport. He stated that on the day of his travel, he presented his FAA identification and was told that he was not allowed to use that ID. He would like some additional information due to why his ID was not presented when its states on the ID that he should be allowed through without any interruptions. Thank you for your assistance with this issue. To TSOC Date: From TSOC Date: Last Updated By: (b) (6) 9/3/2009 5:15:48 PM,(b) (6) 9/3/2009 5:15:53 PM, Last Update Date: Opening Agent: Opened Date: 9/3/2009 4:58:41 PM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, Airline: Subject Category: Secondary Screening - General - Secondary Screening - General Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 51303324 Contact Type: Contact Date: 2009-09-04 23:35:02 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2009-09-04 13:30:00 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: (b) (6) Fulfillment Sent: Mail Return Date: Contact Email: Subject: Items (oakley sunglasses) missing from checked bag@ OKC. Body: Agent Notes: Provided Lost and Found information to caller and faxed a claim form 9-4-09. Provided Lost and Found information to caller and faxed a claim form 9-4-09. There's a NOI in the baggage. Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) 9/4/2009 11:54:39 PM, Last Update Date: Opening Agent: Opened Date: 9/4/2009 11:35:02 PM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, Airline: Delta AirDelta Air, Subject Category: Claim Form Requests - Missing items from Checked Baggage - Claim Form Requests - Missing items from Checked Baggage Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 51305835 Contact Type: Contact Date: 2009-09-08 10:00:12 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2009-09-08 06:00:00 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: USA Contact Phone: (b) (6) Contact Fax: (b) (6) Fulfillment Sent: Mail Return Date: Contact Email: Subject: Caller wanted to report that items were not re-packed properly in checked luggage after screening at (OKC). , Body: Agent Notes: Advised caller we would note issue, and an FYI will be sent to the CSM at that airport who oversees the screening operation. Offered a claim form. Advised caller we would note issue, and an FYI will be sent to the CSM at that airport who oversees the screening operation. Offered a claim form., NOI. Caller mentioned that boxes he uses for his resale and his clothed were wrinkled. Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) 9/8/2009 10:05:24 AM, Last Update Date: Opening Agent: Opened Date: 9/8/2009 10:00:12 AM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, STL St Louis, MO, USA - Lambert-St Louis Internatl, Airline: Southwest AirlinesSouthwest Airlines, Subject Category: Mishandling of Passengers Property - Disarrayed Carry-on/Checked Baggage - Mishandling of Passengers Property Disarrayed Carry-on/Checked Baggage Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 51306857 Contact Type: Contact Date: 2009-09-08 15:57:38 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2009-09-08 14:52:00 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Caller wants to file a complaint against a TSA worker at OKC. Body: Agent Notes: Told caller that a message will be sent to the CSM at OKC in regards to this incident. Told caller that a message will be sent to the CSM at OKC in regards to this incident. Follow Up: (b) (6) stated that she encountered a rude TSA screener at the checkpoint at OKC. She stated that the screeners saw a bag at the beginning of the conveyor belt and told her to push it through. She told the screener that the bag didn't belong to her and she didn't feel comfortable with touching someone elses belongings. She pushed the bag through anyway, but the screener stated that it wasn't placed on the belt correctly and told her to go back and place it on the belt the right way. (b) (6) stated that the screener was rude and threatning and she stated that she shouldn't have to go through anything like this while going through screening. She asked for the screeners name, but the screener would give any information. (b) (6) would like for someone to contact her back in regards to this incident and she can be reached at (b) (6) To TSOC Date: From TSOC Date: Last Updated By: (b) (6) 9/8/2009 4:10:00 PM,(b) (6) 9/8/2009 4:10:07 PM, Last Update Date: Opening Agent: Opened Date: 9/8/2009 3:57:38 PM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, Airline: Subject Category: Discourteous- Rude Employee - Discourteous- Rude Employee Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 51308851 Contact Type: Contact Date: 2009-09-09 18:14:14 Medium: EMAIL Contact Status: CLOSED Incident Date: Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: (b) (6) Subject: ISSUE, ISSUE, TSA Contact Us: Complaints Body: THIS GENERATED EMAIL HAS BEEN SENT FROM http://www.tsa.gov/contact/index.shtm -----------------------------------------------------------------------------------------------------------Remote Client IP: (b) (6) Date Time: 9/9/2009 10:10:05 AM ------------------------------------------------------------------------------------------------------------
Name: (b) (6) Email: (b) (6) Complaints:Inappropriate Screening/Pat Down Screening Flight Info (If applicable. Enter Flight#/Airline/Terminal/Airport/Gate/Etc):Will Rogers World Airport, Oklahoma City September 8th, 2009 at approx. 0530 Comments:On 8th of September 2009, I watched as my grandson walked through the security checkpoint at Will Rogers World Airport in Oklahoma City. He was a proud Marine dressed in Marine Corps GÇ£AlphaGÇÖsGÇ¥. As he approached the checkpoint he was made to GÇ£DISGRACEGÇ¥ the uniform that he had fought so long to wear. He was made to remove his jacket, his shoes, his belt, his tie clasp, his dog-tags and then still be wand by the TSA personal. All the while, as I watched as 3 other members of the military in BDU walked through the metal detectors on the other side. Each setting off the alarms, and each not being searched as my grandson was. I was appalled at the personal of the TSA. You say that they where doing their job. Then why didnGÇÖt they check the military personal in BDUGÇÖs ? Why didnGÇÖt they have to remove their boots, belts, and metal chevrons? Why do they disgrace the military uniform that all of our young men and women fight so hard to earn. Why does the TSA subject these young men and women of our military to this disgrace, when all they have to do is wand them during the normal screening, pat them down, they have nothing to hide. They have their military ID with them and military orders. Is that not enough, to say that other GÇ£GovernmentGÇ¥ has already screened them? They can go fight for GÇ£OurGÇ¥ freedom, Die for our freedom, but donGÇÖt wear their uniforms through our nationGÇÖs airports. If this is your policy, then you need to rethink your policy on our military in uniforms. Every American should be proud of our young men and women when they see them walk by in the airports. Because of you ( TSA ) he may never wear his uniform again in the airports and this is BS. He is a proud US Marine. I make this promise to you ( TSA ) . If my grandson comes home, he will travel back to his next duty station in his military uniform ( The Marine Corps does not travel in BDUGÇÖs ) . And if he is striped searched like he was this time, the TSA and Will Rogers Airport will be making the Nation News, because one Pissed Off Grandfather will be going to jail for Your Disgrace of the Marine Corps Uniform and any other service member in military uniform.
(b) (6) (b) (6)
Agent Notes: Screening for Military Personnel Screening for Military Personnel, Consumer Complaint BCC/CSM Response, BCC OKC SHM/CSQIM (b) (6) . Merged 2 or more different responses to address the consumer's concerns. Deleted all paragraphs and sentences that would not assist in answering the consumer's concerns.
Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) 9/9/2009 6:14:14 PM,(b) (6) Last Update Date: Opening Agent: Opened Date: 9/9/2009 3:40:10 PM Linked Event IDs:
9/9/2009 6:31:33 PM,
Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, Airline: Subject Category: Military Screening - Military Screening Interaction Type: COMPLAINT Response Email: From: Prior Vendor To: (b) (6) Subject: Re: TSA Contact Us: Complaints <<#375237-486694#>> Body: <html><head><style type="text/css">p {margin-bottom: 0; margin-top: 0;}</style></head><body bgcolor="#ffffff" style="background: #ffffff"> <font size="2"><div style="width:100%;word-wrap:break-word;font-family: Arial;color: #000000;"><P><FONT face=Tahoma size=3>Thank you for your e-mail regarding the security screening of military personnel. </FONT></P> <P><FONT size=3> </FONT> </P> <P><FONT face=Tahoma size=3>The Transportation Security Administration (TSA) is fully supportive of the men and women in uniform, and our standard operating procedures strictly prohibit targeting members of the military (or any other organization) solely because they are in the military. We are sincerely grateful for the sacrifices made by these brave men and women. Many of our own employees are former military personnel or current reserve members. In fact, TSA has instituted many procedures specifically for the military to ease their processing through the security screening checkpoint. </FONT></P> <P><FONT size=3> </FONT> </P> <P><FONT face=Tahoma size=3>For instance, TSA has authorized airport Federal Security Directors to exempt active duty military personnel from automatic additional screening when airlines incorrectly designate this requirement. Military personnel should advise the airline upon check-in that they are active duty and traveling on military orders. The airline should exempt them from any automatic additional screening. </FONT></P> <P><FONT size=3> </FONT> </P> <P><FONT face=Tahoma size=3>However, military personnel, their families, and their carry-on items are still subject to the same initial screening procedures as all other individuals entering a secured area. Excluding any group or individual from the screening process, such as senior citizens, the clergy, or the military, would provide opportunities for terrorists to exploit and thus undermine security. In addition, military personnel are still subject to additional screening if they trigger an alarm when passing through the metal detector at the security checkpoint.</FONT> </P> <P> </P> <P><FONT face=" Helvetica, sans-serif,Arial" size=3>Furthermore, because your complaint is regarding screening at OKC, we have forwarded a copy of your email to the Customer Service Manager at that airport. The Customer Service Manager is responsible for ensuring that the screener workforce adheres to TSA principles for professional processing.</FONT> </P> <P><FONT size=3> </FONT> </P> <P><FONT face=" Helvetica, sans-serif,Arial" size=3>We monitor the number and nature of complaints we receive to track trends and spot areas of concern that may require special attention. This ongoing process will enable us to ensure prompt, corrective action whenever we determine that security-screening policies need modification or specific employees or screener teams are the subjects of repeated complaints.</FONT> </P> <P> </P> <P><FONT face=" Helvetica, sans-serif,Arial">The TSA offers our sincere apologies and encourage you to check the latest information at </FONT><FONT face=" Helvetica, sans-serif,Arial"><A href="http://www.tsa.gov/" shape=rect>www.tsa.gov</A></FONT><FONT face=" Helvetica, sans-serif,Arial">.</FONT> </P> <P> </P> <P><FONT size=3> </FONT> </P> <P><FONT face=Tahoma size=3>TSA Contact Center</FONT><FONT face=Tahoma size=2><BR clear=none></FONT></P></div> </font><br /> <br><br><div>--- Original Message ---<BR>From: <(b) (6) ><BR>Received: 9/9/09 3:40:08 PM EDT<BR>To: "TSA Contact Center" <[email protected]><BR>Subject: TSA Contact Us: Complaints<BR><BR>THIS GENERATED EMAIL HAS BEEN SENT FROM http://www.tsa.gov/contact/index.shtm<BR>-----------------------------------------------------------------------------------------------------------<BR>Remote Client IP: (b) (6) <BR>Date Time: 9/9/2009 10:10:05 AM<BR>-----------------------------------------------------------------------------------------------------------<BR><BR> <TABLE style="WIDTH: 750px" cellSpacing=1 cellPadding=3 border=2>
<TBODY> <TR> <TD style="FONT-WEIGHT: bold; VERTICAL-ALIGN: top; WIDTH: 200px; TEXT-ALIGN: right">Name:</TD> <TD>(b) (6) </TD></TR> <TR> <TD style="FONT-WEIGHT: bold; VERTICAL-ALIGN: top; WIDTH: 200px; TEXT-ALIGN: right">Email:</TD> <TD>(b) (6) </TD></TR> <TR> <TD style="FONT-WEIGHT: bold; VERTICAL-ALIGN: top; WIDTH: 200px; TEXT-ALIGN: right">Complaints:</TD> <TD>Inappropriate Screening/Pat Down Screening</TD></TR> <TR> <TD style="FONT-WEIGHT: bold; VERTICAL-ALIGN: top; WIDTH: 200px; TEXT-ALIGN: right">Flight Info (If applicable. Enter Flight#/Airline/Terminal/Airport/Gate/Etc):</TD> <TD>Will Rogers World Airport, Oklahoma City<BR>September 8th, 2009 at approx. 0530</TD></TR> <TR> <TD style="FONT-WEIGHT: bold; VERTICAL-ALIGN: top; WIDTH: 200px; TEXT-ALIGN: right">Comments:</TD> <TD>On 8th of September 2009, I watched as my grandson walked through the security checkpoint at Will Rogers World Airport in Oklahoma City. He was a proud Marine dressed in Marine Corps GÇ£AlphaGÇÖsGÇ¥. As he approached the checkpoint he was made to GÇ£DISGRACEGÇ¥ the uniform that he had fought so long to wear. He was made to remove his jacket, his shoes, his belt, his tie clasp, his dog-tags and then still be wand by the TSA personal. All the while, as I watched as 3 other members of the military in BDU walked through the metal detectors on the other side. Each setting off the alarms, and each not being searched as my grandson was. <BR><BR>I was appalled at the personal of the TSA. You say that they where doing their job. Then why didnGÇÖt they check the military personal in BDUGÇÖs ? Why didnGÇÖt they have to remove their boots, belts, and metal chevrons? Why do they disgrace the military uniform that all of our young men and women fight so hard to earn. Why does the TSA subject these young men and women of our military to this disgrace, when all they have to do is wand them during the normal screening, pat them down, they have nothing to hide. They have their military ID with them and military orders. Is that not enough, to say that other GÇ£GovernmentGÇ¥ has already screened them? They can go fight for GÇ£OurGÇ¥ freedom, Die for our freedom, but donGÇÖt wear their uniforms through our nationGÇÖs airports. <BR>If this is your policy, then you need to rethink your policy on our military in uniforms. Every American should be proud of our young men and women when they see them walk by in the airports. <BR><BR>Because of you ( TSA ) he may never wear his uniform again in the airports and this is BS. He is a proud US Marine.<BR><BR>I make this promise to you ( TSA ) . If my grandson comes home, he will travel back to his next duty station in his military uniform ( The Marine Corps does not travel in BDUGÇÖs ) . And if he is striped searched like he was this time, the TSA and Will Rogers Airport will be making the Nation News, because one Pissed Off Grandfather will be going to jail for Your Disgrace of the Marine Corps Uniform and any other service member in military uniform. <BR><BR>(b) (6) TD></TR></TBODY></TABLE></div> (b) (6) <BR>(b) (6) <BR><BR>------ TCC Control Number: ------<BR><<#375237-486694#>></body></html> END RECORD
CONTACT RECORD
EID: 51309984 Contact Type: Contact Date: 2009-09-10 15:07:19 Medium: EMAIL Contact Status: CLOSED Incident Date: Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: (b) (6) Subject: ISSUE, TSA Contact Us: Complaints Body: THIS GENERATED EMAIL HAS BEEN SENT FROM http://www.tsa.gov/contact/index.shtm -----------------------------------------------------------------------------------------------------------Remote Client IP: (b) (6) Date Time: 9/9/2009 10:54:42 PM ------------------------------------------------------------------------------------------------------------
Name: (b) (6) Email: (b) (6) Complaints:My Complaint is Not Listed Here Flight Info (If applicable. Enter Flight#/Airline/Terminal/Airport/Gate/Etc):I have a question, I am an airline employee, and I often go through the emloyee line as an employee with my dependents in tow. I have never had a problem at any airport, but at Will Rogers World, Oklahoma City, there is one particular TSA Agent, who tells me that I can go through the employee line, but my dependents cannot. If he is not there, me and my dependents go through the employee line. Do your website have anything that states that my dependents cannot follow me through the employee line? Comments:Thanks in advance for your response Agent Notes: Consumer Complaint BCC/CSM Response Consumer Complaint BCC/CSM Response, BCC OKC SHM/CSQIM (b) (6) at (b) (6) Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) 9/10/2009 3:07:19 PM(b) (6) 9/10/2009 3:09:28 PM, Last Update Date: Opening Agent: Opened Date: 9/10/2009 11:37:28 AM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, Airline: Subject Category: Inconsistent Screening- Different Practices Between Airports - Inconsistent Screening- Different Practices Between Airports Interaction Type: COMPLAINT Response Email: From: Prior Vendor To:(b) (6) Subject: Re: TSA Contact Us: Complaints <<#375626-487139#>>
Body: <html><head><style type="text/css">p {margin-bottom: 0; margin-top: 0;}</style></head><body bgcolor="#ffffff" style="background: #ffffff"> <font size="2"><div style="width:100%;word-wrap:break-word;font-family: Arial;color: #000000;"><P><FONT face=" Helvetica, sansserif,Arial" size=3>Thank you for your email message. We are sorry you were unhappy with your recent travel experience.</FONT> </P> <P><FONT size=3> </FONT> </P> <P><FONT face=" Helvetica, sans-serif,Arial" size=3>Because your complaint is regarding screening at OKC, we have forwarded a copy of your email to the Customer Service Manager at that airport. The Customer Service Manager is responsible for ensuring that the screener workforce adheres to TSA principles for professional processing.</FONT> </P> <P><FONT size=3> </FONT> </P> <P><FONT face=" Helvetica, sans-serif,Arial" size=3>We monitor the number and nature of complaints we receive to track trends and spot areas of concern that may require special attention. This ongoing process will enable us to ensure prompt, corrective action whenever we determine that security-screening policies need modification or specific employees or screener teams are the subjects of repeated complaints.</FONT> </P> <P><FONT size=3> </FONT> </P> <P><FONT face=" Helvetica, sans-serif,Arial" size=3>Please check the latest information at </FONT><A href="http://www.tsa.gov/" shape=rect><FONT face=" Helvetica, sans-serif,Arial" size=3>www.tsa.gov</FONT></A><FONT face=" Helvetica, sans-serif,Arial" size=3>.</FONT> </P> <P><FONT size=3> </FONT> </P> <P><FONT face=" Helvetica, sans-serif,Arial" size=3>TSA Contact Center</FONT><FONT face=" Helvetica, sans-serif,Arial" size=3><BR clear=none></FONT></P></div> </font><br /> <br><br><div>--- Original Message ---<BR>From: <(b) (6) ><BR>Received: 9/10/09 11:37:35 AM EDT<BR>To: "TSA Contact Center" <[email protected]><BR>Subject: TSA Contact Us: Complaints<BR><BR>THIS GENERATED EMAIL HAS BEEN SENT FROM http://www.tsa.gov/contact/index.shtm<BR>-----------------------------------------------------------------------------------------------------------<BR>Remote Client IP: (b) (6) <BR>Date Time: 9/9/2009 10:54:42 PM<BR>-----------------------------------------------------------------------------------------------------------<BR><BR> <TABLE style="WIDTH: 750px" cellSpacing=1 cellPadding=3 border=2> <TBODY> <TR> <TD style="FONT-WEIGHT: bold; VERTICAL-ALIGN: top; WIDTH: 200px; TEXT-ALIGN: right">Name:</TD> <TD>(b) (6) </TD></TR> <TR> <TD style="FONT-WEIGHT: bold; VERTICAL-ALIGN: top; WIDTH: 200px; TEXT-ALIGN: right">Email:</TD> <TD>(b) (6) </TD></TR> <TR> <TD style="FONT-WEIGHT: bold; VERTICAL-ALIGN: top; WIDTH: 200px; TEXT-ALIGN: right">Complaints:</TD> <TD>My Complaint is Not Listed Here</TD></TR> <TR> <TD style="FONT-WEIGHT: bold; VERTICAL-ALIGN: top; WIDTH: 200px; TEXT-ALIGN: right">Flight Info (If applicable. Enter Flight#/Airline/Terminal/Airport/Gate/Etc):</TD> <TD>I have a question, I am an airline employee, and I often go through the emloyee line as an employee with my dependents in tow. I have never had a problem at any airport, but at Will Rogers World, Oklahoma City, there is one particular TSA Agent, who tells me that I can go through the employee line, but my dependents cannot. If he is not there, me and my dependents go through the employee line. Do your website have anything that states that my dependents cannot follow me through the employee line?</TD></TR> <TR> <TD style="FONT-WEIGHT: bold; VERTICAL-ALIGN: top; WIDTH: 200px; TEXT-ALIGN: right">Comments:</TD> <TD>Thanks in advance for your response.</TD></TR></TBODY></TABLE></div> <BR><BR>------ TCC Control Number: ------<BR><<#375626-487139#>></body></html> END RECORD
CONTACT RECORD
EID: 51311198 Contact Type: Contact Date: 2009-09-11 12:56:55 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2009-09-10 12:00:00 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Items (Laptop) missing from checked bag@ OKC. Body: Agent Notes: Provided Lost and Found information to caller and SF-95 form offered. Provided Lost and Found information to caller and SF-95 form offered. NOI. Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) 9/11/2009 1:00:22 PM, Last Update Date: Opening Agent: Opened Date: 9/11/2009 12:56:55 PM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, DCA Washington, DC, USA - Ronald Reagan National Airport, DFW Dallas/Ft Worth, TX, USA - Dallas Ft Worth International, Airline: American Airlines -¬American Airlines -¬, Subject Category: Claim Form Requests - Missing items from Checked Baggage - Claim Form Requests - Missing items from Checked Baggage Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 51311470 Contact Type: Contact Date: 2009-09-11 14:52:29 Medium: EMAIL Contact Status: CLOSED Incident Date: Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: (b) (6) Subject: ISSUE, ISSUE, Travelers not respected Body: Monday, I flew SW airlines Flight #1142 out of OKC to St. Louis at 6:55 A.M... TSA went through my bags and destroyed the contents! By destroyed, I mean taking the clothes from my suitcase, all had been strapped down to prevent shifting, searching through and DUMPING the contents back in. My hard sample case was gone through as well and 2 gauges were broken and a box of promotional pocket knives disappeared. Total monetary loss was not much, less than $100.
The point of this is I would like to find out who did this and dump the contents of their home in the street and let THEM have to deal with the mess. I travel a good bit and understand the need for the TSA. I don't understand the apparent lack of respect for the public someone had.
(b) (6) (b) (6) (b) (6) (b) (6)
Agent Notes: General Complaint w/Claim Response General Complaint w/Claim Response, Retrieve Items, Merged 2 or more different responses to address the consumer's concerns. Deleted all paragraphs and sentences that would not assist in answering the consumer's concerns. Included JFK lost and found number in response. Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) 9/11/2009 2:52:29 PM,(b) (6) 9/11/2009 2:54:52 PM, Last Update Date: Opening Agent: Opened Date: 9/11/2009 11:12:01 AM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, STL St Louis, MO, USA - Lambert-St Louis Internatl, Airline: Southwest AirlinesSouthwest Airlines, Subject Category: Claim Form Requests - Missing items from Checked Baggage - Claim Form Requests - Missing items from Checked Baggage
Interaction Type: COMPLAINT Response Email: From: Prior Vendor To: (b) (6) Subject: Re: Travelers not respected <<#375996-487582#>> Body: <html><head><style type="text/css">p {margin-bottom: 0; margin-top: 0;}</style></head><body bgcolor="#ffffff" style="background: #ffffff"> <font size="2"><div style="width:100%;word-wrap:break-word;font-family: Arial;color: #000000;"><P><FONT size=3>Thank you for your e-mail concerning your travel experience. <BR clear=none> <BR clear=none>Enhanced security measures require that all checked baggage undergo some form of screening for prohibited items. Physical search of the luggage is required to clear every alarm. Transportation Security Administration (TSA) screeners should exercise great care during the screening process to ensure that passengers' belongings are returned and not damaged when a bag needs to be opened. We regret if these high standards were not met.</FONT> </P> <P> </P> <P><FONT face=" Helvetica, sans-serif,Arial" size=3>Each airport establishes procedures for handling lost and found items. TSA follows those procedures where they exist. The airports in those instances are responsible for holding and disposing items under applicable local laws. </FONT><FONT face=" Helvetica, sans-serif,Arial" size=3>In an airport where no policy exists, found articles are collected, stored, and disposed of under General Services Administration rules. TSA is unable to identify and return all items, but may be able to locate and return items on a case-by-case basis. </FONT><STRONG><FONT face=" Helvetica, sans-serif,Arial" size=3><EM>We suggest you contact the airport (OKC) at which your items were missing at 405-6803233.</EM></FONT></STRONG><FONT size=3><BR clear=none> <BR clear=none>We monitor the number and nature of complaints we receive to track trends and spot areas of concern that may require special attention. This ongoing process will enable us to ensure prompt, corrective action whenever we determine that security screening policies need modification or specific employees or screener teams are the subject of repeated complaints.<BR clear=none> <BR clear=none>TSA is responsible for reviewing all claims relating to the screening of passengers and their baggage. To protect your rights under federal law and to file a valid claim, you must send your claim in writing to TSA, stating the circumstances of the loss and the exact amount you are claiming (fair market value of lost or destroyed property, reasonable cost of repair for damaged property), within 2 years after your claim accrued. The claim must be signed by you or your authorized representative (e.g., an attorney or other personal representative with appropriate proof of authority). <BR clear=none> <BR clear=none>To file a claim, fill out the attached Standard Form 95 (claim form) in accordance with the instructions, and return it to the address in box #1. Please be sure to follow the instructions carefully, and to fill out the claim form completely. While use of the form is not mandatory, it will help you ensure that you meet the legal requirements for filing a claim. If you decide to file a claim, it will be processed in accordance with the Federal Tort Claims Act.<BR clear=none> <BR clear=none>Once the Claims Management Office has received your claim form, you will be sent a letter of acknowledgement and a claim number. You should keep the claim number for future reference when inquiring about your claim. TSA will try to resolve your claim as quickly as possible, but it may need time to make a further investigation of the facts. If TSA denies your claim, or has not finally resolved it within 6 months after you have filed it, you may have a right to bring your claim to court. <BR clear=none> <BR clear=none>You can also access claim forms online at the TSAGÇÖs Claims Management OfficeGÇÖs website at <A href="http://www.tsa.gov/travelers/customer/claims/index.shtm" shape=rect>www.tsa.gov/travelers/customer/claims/index.shtm</A>. This website also has information related to filing a claim, checking the status of a claim, and other claim-related issues. You can also access this website by clicking on the Claims Management Office link in the GÇ£Resource CenterGÇ¥ on TSAGÇÖs homepage at <A href="http://www.tsa.gov/" shape=rect>www.tsa.gov</A>. If you have additional questions related to the claims process, please contact the Claims Management Office at <A href="mailto:[email protected]" shape=rect>[email protected]</A>. </FONT></P> <P><FONT size=3> </FONT> </P> <P><FONT size=3>TSA Contact Center</FONT><BR clear=none></P></div> </font><br /> <br><br><div>--- Original Message ---<BR>From: (b) (6) ><BR>Received: 9/11/09 11:12:16 AM EDT<BR>To: "TSA Contact Center" <[email protected]><BR>Subject: Travelers not respected<BR><BR> <META content="Microsoft Word 11 (filtered medium)" name=Generator><?xml:namespace prefix = o ns = "urn:schemas-microsoftcom:office:office" /><o:SmartTagType name="City" namespaceuri="urn:schemas-microsoftcom:office:smarttags"></o:SmartTagType><o:SmartTagType name="place" namespaceuri="urn:schemas-microsoftcom:office:smarttags"></o:SmartTagType> <STYLE>st1\:*{behavior:url(#default#ieooui) }</STYLE> <STYLE><!-- /* Style Definitions */ p.MsoNormal, li.MsoNormal, div.MsoNormal{margin:0in;margin-bottom:.0001pt; font-size:12.0pt;font-family:"Times New Roman";}a:link, span.MsoHyperlink {color:blue;text-decoration:underline;}a:visited, span.MsoHyperlinkFollowed {color:purple;text-decoration:underline;}span.EmailStyle17 {mso-style-type:personal-compose;font-family:Arial;color:windowtext;} @page Section1{size:8.5in 11.0in;margin:1.0in 1.25in 1.0in 1.25in;} div.Section1{page:Section1;}--></STYLE>
<DIV class=Section1> <P class=MsoNormal><FONT face=Arial size=2><SPAN style="FONT-SIZE: 10pt; FONT-FAMILY: Arial">Monday, I flew SW airlines Flight #1142 out of OKC to <?xml:namespace prefix = st1 ns = "urn:schemas-microsoft-com:office:smarttags" /><st1:place w:st="on"><st1:City w:st="on">St. Louis</st1:City></st1:place> at 6:55 A.M... TSA went through my bags and destroyed the contents! By destroyed, I mean taking the clothes from my suitcase, all had been strapped down to prevent shifting, searching through and DUMPING the contents back in. My hard sample case was gone through as well and 2 gauges were broken and a box of promotional pocket knives disappeared. Total monetary loss was not much, less than $100. <o:p></o:p></SPAN></FONT></P> <P class=MsoNormal><FONT face=Arial size=2><SPAN style="FONT-SIZE: 10pt; FONT-FAMILY: Arial"><o:p> </o:p></SPAN></FONT></P> <P class=MsoNormal><FONT face=Arial size=2><SPAN style="FONT-SIZE: 10pt; FONT-FAMILY: Arial">The point of this is I would like to find out who did this and dump the contents of their home in the street and let THEM have to deal with the mess. I travel a good bit and understand the need for the TSA. I donGÇÖt understand the apparent lack of respect for the public someone had. <o:p></o:p></SPAN></FONT></P> <P class=MsoNormal><FONT face=Arial size=2><SPAN style="FONT-SIZE: 10pt; FONT-FAMILY: Arial"><o:p> </o:p></SPAN></FONT></P> <P class=MsoNormal><FONT face=Arial size=2><SPAN style="FONT-SIZE: 10pt; FONT-FAMILY: Arial"><o:p> </o:p></SPAN></FONT></P> <P class=MsoNormal><FONT face=Arial size=2><SPAN style="FONT-SIZE: 10pt; FONT-FAMILY: Arial">(b) (6) (b) (6) <o:p></o:p></SPAN></FONT></P> <P class=MsoNormal><FONT face=Arial size=2><SPAN style="FONT-SIZE: 10pt; FONT-FAMILY: Arial">(b) (6) (b) (6) <o:p></o:p></SPAN></FONT></P> <P class=MsoNormal><FONT face=Arial size=2><SPAN style="FONT-SIZE: 10pt; FONT-FAMILY: Arial"><A href="mailto:(b) (6) ">(b) (6) </A><o:p></o:p></SPAN></FONT></P> <P class=MsoNormal><FONT face=Arial size=2><SPAN style="FONT-SIZE: 10pt; FONT-FAMILY: Arial">(b) (6) <o:p></o:p></SPAN></FONT></P></DIV></div> <BR><BR>------ TCC Control Number: ------<BR><<#375996-487582#>></body></html> END RECORD
CONTACT RECORD
EID: 51312802 Contact Type: Contact Date: 2009-09-12 20:30:00 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2009-09-12 11:35:00 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: (b) (6) Contact Address 2: Contact City: (b) (6) Contact State: (b) (6) Contact Zip: (b) (6) Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Their son's graduation ring is missing from her husband's checked bag @ OKC. 09/13/2009 claim form was mailed., Body: Agent Notes: Provided Lost and Found information to caller and SF-95 form mailed on (09/13/2009) Provided Lost and Found information to caller and SF-95 form mailed on (09/13/2009) Calling on behalf of her husband, stated that there was a NOI found within his luggage, noted that their son's graduation ring is missing from the luggage, Caller asked if claim form is available on TSA website, Walked caller through website for claim form, Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) 9/12/2009 8:46:13 PM, Last Update Date: Opening Agent: Opened Date: 9/12/2009 8:30:00 PM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, DEN Denver, CO, USA - Denver International, Airline: United Airlines -¬United Airlines -¬, Subject Category: Claim Form Requests - Missing items from Checked Baggage - Claim Form Requests - Missing items from Checked Baggage Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 51312963 Contact Type: Contact Date: 2009-09-13 10:36:00 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2009-09-12 07:40:00 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: (b) (6) Contact Address 2: Contact City: (b) (6) Contact State: (b) (6) Contact Zip: (b) (6) Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Caller stated that his TSA approved lock was broken off of his luggage. Body: Agent Notes: Provided caller with the claims process. Mailed claims form to caller on 09/14/2009. Provided caller with the claims process. Mailed claims form to caller on 09/14/2009. NOI yes. Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) 9/13/2009 10:42:10 AM, Last Update Date: Opening Agent: Opened Date: 9/13/2009 10:36:00 AM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, PHX Phoenix, AZ, USA - Sky Harbor International Airport, SNA Santa Ana, CA, USA - John Wayne Airport, Airline: Southwest AirlinesSouthwest Airlines, Subject Category: TSA Accepted Locks - Missing or Damaged - TSA Accepted Locks - Missing or Damaged Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 51316179 Contact Type: Contact Date: 2009-09-15 16:42:09 Medium: EMAIL Contact Status: CLOSED Incident Date: Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: (b) (6) Subject: ISSUE, TSA Contact Us: Complaints Body: THIS GENERATED EMAIL HAS BEEN SENT FROM http://www.tsa.gov/contact/index.shtm -----------------------------------------------------------------------------------------------------------Remote Client IP: (b) (6) Date Time: 9/14/2009 6:43:48 PM ------------------------------------------------------------------------------------------------------------
Name: (b) (6) Email: (b) (6) Complaints:Discourteous/Rude Employee Flight Info (If applicable. Enter Flight#/Airline/Terminal/Airport/Gate/Etc):Flight#3184/Frontier/Will Rogers Airport/Oklahoma City/at the security checkpoint Comments:I was passing through the security checkpoint at the OKC airport with my 3 yr old daughter. There was a cup that I had just bought her that had a princess in a small amount of liquid at the bottom (which was later cleared to be taken through) The person puting items through the security said they may need to take the item or have it checked (which was not an option). My daughter asked why. In order to avoid a scene and without a good explaination for a 3yr old I told her "they have silly rules". The lady that was standing by the metal detector overheard this ((b) (6) ) and said "obviously you dont know anybody who died in the world trade center" and then said to the passenger behind me "i can't believe thats what shes teaching her children". Had this been any other setting I would have confronted her directly but knowing a confrontation would get me into trouble I pulled the supervisor aside and told him about the situation. He gave me a complaint card. I then had to explain to my 3yr old who is already apprehensive about flying that we are not going to die. Today is Sept 14th and already scary enough to fly without these comments. I also didnt appreciate the comment about my parenting from a lady who obviously has no idea how to speak in front of a 3 yr old. Other passengers approached my also in disbelief. This is one of the many reasons the airline industry is failing. You are treated like crap by the TSA employees and have to take the abuse in front of children in order to fly. I hope this lady if she continues with this organization is talked to or can get a job without contact with the public. I would like a call back regarding this matter. (b) (6) Agent Notes: Consumer Complaint BCC/CSM Response Consumer Complaint BCC/CSM Response, Fwd'd the email to the CSM at the OKC airport. (b) (6) Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) 9/15/2009 4:42:09 PM,(b) (6) 9/15/2009 4:43:33 PM, Last Update Date: Opening Agent: Opened Date: 9/14/2009 7:26:56 PM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, Airline: Frontier Airlines (present)Frontier Airlines (present),
Subject Category: Discourteous- Rude Employee - Discourteous- Rude Employee Interaction Type: COMPLAINT Response Email: From: Prior Vendor To: (b) (6) Subject: Re: TSA Contact Us: Complaints <<#377349-489147#>> Body: <html><head><style type="text/css">p {margin-bottom: 0; margin-top: 0;}</style></head><body bgcolor="#ffffff" style="background: #ffffff"> <font size="2"><div style="width:100%;word-wrap:break-word;font-family: Arial;color: #000000;"><P><FONT face=" Helvetica, sansserif,Arial">Thank you for your email message. We are sorry you were unhappy with your recent travel experience.</FONT> </P> <P> </P> <P><FONT face=" Helvetica, sans-serif,Arial">Because your complaint is regarding screening at OKC, we have forwarded a copy of your email to the Customer Service Manager at that airport. The Customer Service Manager is responsible for ensuring that the screener workforce adheres to TSA principles for professional processing.</FONT> </P> <P> </P> <P><FONT face=" Helvetica, sans-serif,Arial">We monitor the number and nature of complaints we receive to track trends and spot areas of concern that may require special attention. This ongoing process will enable us to ensure prompt, corrective action whenever we determine that security-screening policies need modification or specific employees or screener teams are the subjects of repeated complaints.</FONT> </P> <P> </P> <P><FONT face=" Helvetica, sans-serif,Arial">Again, the TSA offers sincere apologies for the discomfort you experienced while traveling and encourage you to check the latest information at </FONT><FONT face=" Helvetica, sans-serif,Arial"><A href="http://www.tsa.gov/" shape=rect>www.tsa.gov</A></FONT><FONT face=" Helvetica, sans-serif,Arial">.</FONT> </P> <P> </P> <P><FONT face=" Helvetica, sans-serif,Arial">TSA Contact Center</FONT><FONT face=" Helvetica, sans-serif,Arial"><BR clear=none></FONT></P></div> </font><br /> <br><br><div>--- Original Message ---<BR>From: <(b) (6) ><BR>Received: 9/14/09 7:25:24 PM EDT<BR>To: "TSA Contact Center" <[email protected]><BR>Subject: TSA Contact Us: Complaints<BR><BR>THIS GENERATED EMAIL HAS BEEN SENT FROM http://www.tsa.gov/contact/index.shtm<BR>-----------------------------------------------------------------------------------------------------------<BR>Remote Client IP: (b) (6) <BR>Date Time: 9/14/2009 6:43:48 PM<BR>-----------------------------------------------------------------------------------------------------------<BR><BR> <TABLE style="WIDTH: 750px" cellSpacing=1 cellPadding=3 border=2> <TBODY> <TR> <TD style="FONT-WEIGHT: bold; VERTICAL-ALIGN: top; WIDTH: 200px; TEXT-ALIGN: right">Name:</TD> <TD>(b) (6) </TD></TR> <TR> <TD style="FONT-WEIGHT: bold; VERTICAL-ALIGN: top; WIDTH: 200px; TEXT-ALIGN: right">Email:</TD> <TD>(b) (6) </TD></TR> <TR> <TD style="FONT-WEIGHT: bold; VERTICAL-ALIGN: top; WIDTH: 200px; TEXT-ALIGN: right">Complaints:</TD> <TD>Discourteous/Rude Employee</TD></TR> <TR> <TD style="FONT-WEIGHT: bold; VERTICAL-ALIGN: top; WIDTH: 200px; TEXT-ALIGN: right">Flight Info (If applicable. Enter Flight#/Airline/Terminal/Airport/Gate/Etc):</TD> <TD>Flight#3184/Frontier/Will Rogers Airport/Oklahoma City/at the security checkpoint</TD></TR> <TR> <TD style="FONT-WEIGHT: bold; VERTICAL-ALIGN: top; WIDTH: 200px; TEXT-ALIGN: right">Comments:</TD> <TD>I was passing through the security checkpoint at the OKC airport with my 3 yr old daughter. There was a cup that I had just bought her that had a princess in a small amount of liquid at the bottom (which was later cleared to be taken through) The person puting items through the security said they may need to take the item or have it checked (which was not an option). My daughter asked why. In order to avoid a scene and without a good explaination for a 3yr old I told her "they have silly rules". The lady that was standing by the metal detector overheard this ((b) (6) ) and said "obviously you dont know anybody who died in the world trade center" and then said to the passenger behind me "i can't believe thats what shes teaching her children". Had this been any other setting I would have confronted her directly but knowing a confrontation would get me into trouble I pulled the supervisor aside and told him about the situation. He gave me a complaint card. I then had to explain to my 3yr old who is already apprehensive about flying that we are not going to die. Today is Sept 14th and already scary enough to fly without these comments. I also didnt appreciate the comment about my parenting from a lady who obviously has no idea how to speak in front of a 3 yr old. Other passengers approached my also in disbelief. This is one of the many reasons the airline industry is failing. You are treated like crap by the TSA employees and have to take the abuse in front of children in order to fly. I hope this lady if she continues with this organization is talked to or can get a job without contact with the public. I would like a call back regarding this matter. (b) (6) </TD></TR></TBODY></TABLE></div> <BR><BR>------ TCC Control Number: ------<BR><<#377349-489147#>></body></html>
END RECORD
CONTACT RECORD
EID: 51318322 Contact Type: Contact Date: 2009-09-17 09:30:17 Medium: TELEPHONE Contact Status: CLOSED Incident Date: Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Caller stated that he called TCC previously regarding a pack of DVD's being missing from his luggage, Event ID300123150220090806. Caller is looking to find out whether or not the items were possibly in the lost and found. Caller stated that he was provided with the lost and found number for his arriving destination, ANC. Body: Agent Notes: Provided caller with the phone number to the TSA lost and found at OKC. Provided caller with the phone number to the TSA lost and found at OKC. NOI was located in luggage
Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Opening Agent: Opened Date: 9/17/2009 9:30:17 AM Linked Event IDs:
9/17/2009 9:35:23 AM,
Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, Airline: Subject Category: Lost and Found- TSA - Lost and Found- TSA Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 51321648 Contact Type: Contact Date: 2009-09-19 19:49:55 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2009-09-07 06:45:00 Contact Prefix: Ms. Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: (b) (6) Contact Address 2: Contact City: (b) (6) Contact State: (b) (6) Contact Zip: (b) (6) Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Items (jewelry box) missing from checked bag @ OKC. Body: Agent Notes: Provided Lost and Found information to caller and SF-95 form mailed on (9/20/2009). Provided Lost and Found information to caller and SF-95 form mailed on (9/20/2009). There was no NOI. Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) 9/19/2009 7:56:27 PM, Last Update Date: Opening Agent: Opened Date: 9/19/2009 7:49:55 PM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, Airline: Southwest AirlinesSouthwest Airlines, Subject Category: Claim Form Requests - Missing items from Checked Baggage - Claim Form Requests - Missing items from Checked Baggage Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 51321813 Contact Type: Contact Date: 2009-09-20 11:06:13 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2009-09-19 05:30:00 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Items (shoes) missing from checked bag@ OKC. Body: Agent Notes: Provided Lost and Found information to caller and walked caller thru website. Provided Lost and Found information to caller and walked caller thru website. NOI inside bag. Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) 9/20/2009 11:09:20 AM, Last Update Date: Opening Agent: Opened Date: 9/20/2009 11:06:13 AM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, Airline: Delta Air Lines -¬Delta Air Lines -¬, Subject Category: Claim Form Requests - Missing items from Checked Baggage - Claim Form Requests - Missing items from Checked Baggage Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 51323793 Contact Type: Contact Date: 2009-09-21 18:22:04 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2009-09-21 10:30:00 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Items (Reading glasses) missing from checked bag@ OKC. Body: Agent Notes: Provided Lost and Found information to caller and SF-95 form offered. Provided Lost and Found information to caller and SF-95 form offered. Caller is an attorney. NOI. 1052 T4 was on the NOI. Follow Up: (b) (6) wanted to file a complaint that his reading glasses were repacked in his luggage underneath his briefcase with legal documents and his glasses were crushed. (b) (6) is an attorney and has a very important hearing today which he needed those glasses for. (b) (6) did not wantto file a cliam but he wanted to file a complaint. To TSOC Date: From TSOC Date: Last Updated By: (b) (6) 9/21/2009 6:26:23 PM,(b) (6) 9/21/2009 6:26:36 PM,(b) (6) 9/22/2009 9:56:16 AM, Last Update Date: Opening Agent: Opened Date: 9/21/2009 6:22:04 PM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, STL St Louis, MO, USA - Lambert-St Louis Internatl, Airline: American Airlines -¬American Airlines -¬, Subject Category: Claim Form Requests - Missing items from Checked Baggage - Claim Form Requests - Missing items from Checked Baggage Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 51325352 Contact Type: Contact Date: 2009-09-22 19:15:35 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2009-09-11 17:00:00 Contact Prefix: (b) (6) Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Items (trimmer, shoes) missing from checked bag @ OKC. Body: Agent Notes: Provided Lost and Found information to caller and walked caller through the website. Provided Lost and Found information to caller and walked caller through the website. There was a NOI. Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) 9/22/2009 7:20:22 PM, Last Update Date: Opening Agent: Opened Date: 9/22/2009 7:15:35 PM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, Airline: Southwest AirlinesSouthwest Airlines, Subject Category: Claim Form Requests - Missing items from Checked Baggage - Claim Form Requests - Missing items from Checked Baggage Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 51331378 Contact Type: Contact Date: 2009-09-27 21:55:33 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2009-09-25 13:15:00 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Item (Laptop) was damaged in her checked bag @ (OKC). Body: Agent Notes: I provided caller with information on the claims process, and advised how to submit a SF-95 claim form from the internet. I provided caller with information on the claims process, and advised how to submit a SF-95 claim form from the internet. Caller does not have a NOI inside of her bag. Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) 9/27/2009 10:04:40 PM, Last Update Date: Opening Agent: Opened Date: 9/27/2009 9:55:33 PM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, ATL Atlanta, GA, USA - Hartsfield International, Airline: Delta Air Lines -¬Delta Air Lines -¬, Subject Category: Claim Form Requests-Checked Bag - Claim Form Requests-Checked Bag Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 51338051 Contact Type: Contact Date: 2009-10-02 16:26:11 Medium: TELEPHONE Contact Status: CLOSED Incident Date: Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Caller states they want to file a complaint about the service they received on an airline. , Body: Agent Notes: Advised caller to contact ACPD and provided phone number Advised caller to contact ACPD and provided phone number Caller requested to speak with a supervisor concerning security on her recent flight, caller stated that instead of the airline personnel checking their passes they had travelers calling out their airline seats, she noted that a traveler in front of her called out her seat number, so during the flight the caller questioned the airline representatives as to why there was two people assigned to one seat, she noted that prior to taking off it turned out that the traveler was on the wrong flight, meaning that there was 1 extra person that wasn't held accountable onboard the plane, Caller requested the number to the FAA dept, Provided the contact # for FAA, Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) 10/2/2009 4:42:28 PM, Last Update Date: Opening Agent: Opened Date: 10/2/2009 4:26:11 PM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, Airline: United Airlines -¬United Airlines -¬, Subject Category: Airline- Service Complaints - Airline- Service Complaints Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 51338301 Contact Type: Contact Date: 2009-10-02 18:58:58 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2009-10-02 12:15:00 Contact Prefix: (b) (6) Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Checked baggage damaged in checked bag @ (OKC). Body: Agent Notes: Provided caller with information on the claims process, and advised caller how to obtain SF-95 form online. Provided caller with information on the claims process, and advised caller how to obtain SF-95 form online. N.O.I present. Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) 10/2/2009 7:02:19 PM, Last Update Date: Opening Agent: Opened Date: 10/2/2009 6:58:58 PM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, Airline: American Airlines -¬American Airlines -¬, Subject Category: Claim Form Requests-Checked Bag - Claim Form Requests-Checked Bag Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 51339070 Contact Type: Contact Date: 2009-10-03 18:39:32 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2009-09-29 07:00:00 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: (b) (6) Contact Address 2: Contact City: (b) (6) Contact State: (b) (6) Contact Zip: (b) (6) Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Laptop is missing from her checked bag@ OKC. 10/04/2009 claim form was mailed., Body: Agent Notes: Provided Lost and Found information to caller and SF-95 form mailed on (10/04/2009) Provided Lost and Found information to caller and SF-95 form mailed on (10/04/2009) Caller stated that he laptop is missing from her luggage, noted that there was a NOI found within her luggage, Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) 10/3/2009 6:49:06 PM, Last Update Date: Opening Agent: Opened Date: 10/3/2009 6:39:32 PM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, MCO Orlando, FL, USA - Orlando International Airport, Airline: American Airlines -¬American Airlines -¬, Subject Category: Claim Form Requests - Missing items from Checked Baggage - Claim Form Requests - Missing items from Checked Baggage Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 51339770 Contact Type: Contact Date: 2009-10-04 15:21:52 Medium: TELEPHONE Contact Status: CLOSED Incident Date: Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Caller stated that she wanted to double check and make sure that her laptop was not turned in. Body: Agent Notes: Provided Lost and Found information. Provided Lost and Found information. Second time calling into the TCC about missing laptop. Was provided claims information on previous call. Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) 10/4/2009 3:25:57 PM,(b) (6) 10/27/2009 11:07:59 AM, Last Update Date: Opening Agent: Opened Date: 10/4/2009 3:21:52 PM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, Airline: American Airlines -¬American Airlines -¬, Subject Category: Claim Form Requests - Missing items from Checked Baggage - Claim Form Requests - Missing items from Checked Baggage Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 51345282 Contact Type: Contact Date: 2009-10-08 13:26:27 Medium: EMAIL Contact Status: CLOSED Incident Date: Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: (b) (6) Subject: ISSUE, ISSUE, TSA Contact Us: Complaints Body: THIS GENERATED EMAIL HAS BEEN SENT FROM http://www.tsa.gov/contact/index.shtm -----------------------------------------------------------------------------------------------------------Remote Client IP: (b) (6) Date Time: 10/7/2009 12:16:34 PM ------------------------------------------------------------------------------------------------------------
Name: (b) (6) Email: (b) (6) Complaints:TSA Accepted Locks - Missing or Damaged Flight Info (If applicable. Enter Flight#/Airline/Terminal/Airport/Gate/Etc):flight # 1740 American Airlines in OKC Will Rogers International. Comments:Upon arriving at my destination I discovered that a zipper containing a TSA approved lock had been torn off along with the zipper tab. I locked the lock without it be in use to secure the zipper. Inspector could access the suitcase by just unzipping it. Also my fingernail file case in the suitcase was dumped and the fingernail clipper was broken Agent Notes: General Complaint w/Claim Response General Complaint w/Claim Response, MISSING TSA LOCKS RESPONSE, Merged 2 or more different responses to address the consumer's concerns. Deleted all paragraphs and sentences that would not assist in answering the consumer's concerns. Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) 10/8/2009 1:26:27 PM,(b) (6) 10/8/2009 1:28:44 PM, Last Update Date: Opening Agent: Opened Date: 10/7/2009 1:15:54 PM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, Airline: American Airlines -¬American Airlines -¬, Subject Category: TSA Accepted Locks - Missing or Damaged - TSA Accepted Locks - Missing or Damaged Interaction Type: COMPLAINT Response Email: From: Prior Vendor To: (b) (6) Subject: Re: TSA Contact Us: Complaints <<#385892-499042#>> Body: <html><head><style type="text/css">p {margin-bottom: 0; margin-top: 0;}</style></head><body bgcolor="#ffffff" style="background:
#ffffff"> <font size="2"><div style="width:100%;word-wrap:break-word;font-family: Arial;color: #000000;"><P><FONT size=3>Thank you for your e-mail concerning your travel experience. <BR clear=none> <BR clear=none>Enhanced security measures require that all checked baggage undergo some form of screening for prohibited items. Physical search of the luggage is required to clear every alarm. Transportation Security Administration (TSA) screeners should exercise great care during the screening process to ensure that passengers' belongings are returned and not damaged when a bag needs to be opened. We regret if these high standards were not met.<BR clear=none> <BR clear=none>We monitor the number and nature of complaints we receive to track trends and spot areas of concern that may require special attention. This ongoing process will enable us to ensure prompt, corrective action whenever we determine that security screening policies need modification or specific employees or screener teams are the subject of repeated complaints.<BR clear=none> <BR clear=none></FONT><SPAN><FONT face=Arial,sans-serif color=black size=3>If you like, you<B> </B></FONT></SPAN><FONT face=Arial,sans-serif color=black size=3><SPAN>may wish to file a claim for your TSArecognized locks and damaged items by completing the attached Standard Form 95 (claim form).</SPAN><SPAN> </SPAN></FONT><FONT size=3>TSA is responsible for reviewing all claims relating to the screening of passengers and their baggage. To protect your rights under federal law and to file a valid claim, you must send your claim in writing to TSA, stating the circumstances of the loss and the exact amount you are claiming (fair market value of lost or destroyed property, reasonable cost of repair for damaged property), within 2 years after your claim accrued. The claim must be signed by you or your authorized representative (e.g., an attorney or other personal representative with appropriate proof of authority). <BR clear=none> <BR clear=none>To file a claim, fill out the attached Standard Form 95 (claim form) in accordance with the instructions, and return it to the address in box #1. Please be sure to follow the instructions carefully, and to fill out the claim form completely. While use of the form is not mandatory, it will help you ensure that you meet the legal requirements for filing a claim. If you decide to file a claim, it will be processed in accordance with the Federal Tort Claims Act.<BR clear=none> <BR clear=none>Once the Claims Management Office has received your claim form, you will be sent a letter of acknowledgement and a claim number. You should keep the claim number for future reference when inquiring about your claim. TSA will try to resolve your claim as quickly as possible, but it may need time to make a further investigation of the facts. If TSA denies your claim, or has not finally resolved it within 6 months after you have filed it, you may have a right to bring your claim to court. <BR clear=none> <BR clear=none>You can also access claim forms online at the TSAGÇÖs Claims Management OfficeGÇÖs website at <A href="http://www.tsa.gov/travelers/customer/claims/index.shtm" shape=rect>www.tsa.gov/travelers/customer/claims/index.shtm</A>. This website also has information related to filing a claim, checking the status of a claim, and other claim-related issues. You can also access this website by clicking on the Claims Management Office link in the GÇ£Resource CenterGÇ¥ on TSAGÇÖs homepage at <A href="http://www.tsa.gov/" shape=rect>www.tsa.gov</A>. If you have additional questions related to the claims process, please contact the Claims Management Office at <A href="mailto:[email protected]" shape=rect>[email protected]</A>. </FONT></P> <P><FONT size=3> </FONT> </P> <P><FONT size=3>TSA Contact Center<BR clear=none></FONT></P></div> </font><br /> <br><br><div>--- Original Message ---<BR>From: <(b) (6) ><BR>Received: 10/7/09 1:15:52 PM EDT<BR>To: "TSA Contact Center" <[email protected]><BR>Subject: TSA Contact Us: Complaints<BR><BR>THIS GENERATED EMAIL HAS BEEN SENT FROM http://www.tsa.gov/contact/index.shtm<BR>-----------------------------------------------------------------------------------------------------------<BR>Remote Client IP: (b) (6) <BR>Date Time: 10/7/2009 12:16:34 PM<BR>-----------------------------------------------------------------------------------------------------------<BR><BR> <TABLE style="WIDTH: 750px" cellSpacing=1 cellPadding=3 border=2> <TBODY> <TR> <TD style="FONT-WEIGHT: bold; VERTICAL-ALIGN: top; WIDTH: 200px; TEXT-ALIGN: right">Name:</TD> <TD>(b) (6) </TD></TR> <TR> <TD style="FONT-WEIGHT: bold; VERTICAL-ALIGN: top; WIDTH: 200px; TEXT-ALIGN: right">Email:</TD> <TD>(b) (6) </TD></TR> <TR> <TD style="FONT-WEIGHT: bold; VERTICAL-ALIGN: top; WIDTH: 200px; TEXT-ALIGN: right">Complaints:</TD> <TD>TSA Accepted Locks - Missing or Damaged</TD></TR> <TR> <TD style="FONT-WEIGHT: bold; VERTICAL-ALIGN: top; WIDTH: 200px; TEXT-ALIGN: right">Flight Info (If applicable. Enter Flight#/Airline/Terminal/Airport/Gate/Etc):</TD> <TD>flight # 1740 American Airlines in OKC Will Rogers International.</TD></TR> <TR> <TD style="FONT-WEIGHT: bold; VERTICAL-ALIGN: top; WIDTH: 200px; TEXT-ALIGN: right">Comments:</TD> <TD>Upon arriving at my destination I discovered that a zipper containing a TSA approved lock had been torn off along with the zipper tab. I locked the lock without it be in use to secure the zipper. Inspector could access the suitcase by just unzipping it. Also my fingernail file case in the suitcase was dumped and the fingernail clipper was broken.</TD></TR></TBODY></TABLE></div> <BR><BR>------ TCC Control Number: ------<BR><<#385892-499042#>></body></html> END RECORD
CONTACT RECORD
EID: 51345594 Contact Type: Contact Date: 2009-10-08 16:08:27 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2009-09-30 06:30:00 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Items (a deck of cards) missing from checked bag @ OKC. NOI inside luggage. Body: Agent Notes: Caller stated that he only wanted to file a complaint, and did not wish to file a claim. Caller stated that he only wanted to file a complaint, and did not wish to file a claim. Caller did not provide a contact number. Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) 10/8/2009 4:12:22 PM, Last Update Date: Opening Agent: Opened Date: 10/8/2009 4:08:27 PM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, Airline: American Airlines -¬American Airlines -¬, Subject Category: Claim Form Requests - Missing items from Checked Baggage - Claim Form Requests - Missing items from Checked Baggage Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 51346300 Contact Type: Contact Date: 2009-10-09 10:15:22 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2009-10-09 05:15:00 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Caller wanted to report that items were not re-packed properly in checked luggage after screening at OKC. Body: Agent Notes: Advised caller we would note issue, and an FYI will be sent to the CSM at that airport who oversees the screening operation. Advised caller we would note issue, and an FYI will be sent to the CSM at that airport who oversees the screening operation. Follow Up: Caller said that his checked bag was inpsected and there was a NOI in the bag. Caller said that his items were not replaced properly. Caller wants ths screeners to put passengers items back in a neat manner so that the bag is not disarray. To TSOC Date: From TSOC Date: Last Updated By: (b) (6) 10/9/2009 10:18:48 AM,(b) (6) 10/9/2009 10:18:55 AM,(b) (6) 12/1/2009 4:32:47 PM, Last Update Date: Opening Agent: Opened Date: 10/9/2009 10:15:22 AM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, Airline: Northwest Airlines -¬Northwest Airlines -¬, Subject Category: Mishandling of Passengers Property - Disarrayed Carry-on/Checked Baggage - Mishandling of Passengers Property Disarrayed Carry-on/Checked Baggage Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 51350692 Contact Type: Contact Date: 2009-10-13 11:30:45 Medium: EMAIL Contact Status: CLOSED Incident Date: Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: (b) (6) Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: (b) (6) Subject: ISSUE, ISSUE, TSA Contact Us: Complaints Body: THIS GENERATED EMAIL HAS BEEN SENT FROM http://www.tsa.gov/contact/index.shtm -----------------------------------------------------------------------------------------------------------Remote Client IP: (b) (6) Date Time: 10/11/2009 9:38:10 PM ------------------------------------------------------------------------------------------------------------
Name: (b) (6) Email: (b) (6) Complaints:Damaged or Missing items in Checked or Carry-on Baggage Flight Info (If applicable. Enter Flight#/Airline/Terminal/Airport/Gate/Etc):October 11th 2009 Originated from Oklahoma City, Oklahoma. 1230-American Airlines Flight AA4305 to Chicago O'Hare International Airport. Connecting Flight in Chicago. 1700-United Airlines Flight UA5909 to Omaha, Nebraska Comments:I checked my two deployment bags in OKC for my trip to chicago then onto my destination in Omaha. The larger of the two bags contained uniforms, personal clothing items, shampoo, PRESCRIPTION MEDICATION, and some individual packets of drink mixes. Upon arrival in Omaha, the small bag appeared to be fine, but my larger bag arrived in a black plastic tray with a few of my items loose in the tray and was wrapped in a Clear plastic bag with UNITED printed on it. Upon further inspection, I realized that the following items were missing from my bag: Full 90 day supply of my prescription medication of Celexa 20mg, A package of pads that also had some tampons in it, a clear bag that contained my drink mixes, shampoo, conditioner and body wash, were individually bagged and sealed so they would not bust open and leak on things. I leave for overseas on my deployment TOMORROW! 12 October 2009 at 0600 in the morning. Thanks for supporting the troops. This is what we serve for. My biggest issue is the prescription. I need that, and now I don't know if I will be able to get it down range. If the issue was the shampoo bottles being sealed and bagged, isn't that what X-ray machines are for? and all those other fancy machines we have these days that detect stuff. I want to thank you for making this deployment more stressful then it already is Agent Notes: Retrieve Items & Claims Response Retrieve Items & Claims Response, Consumer Complaint BCC/CSM Response, Merged 2 or more different responses to address the consumer's concerns. Deleted all paragraphs and sentences that would not assist in answering the consumer's concerns. BCC OKC SHM/CSQIM (b) (6) Included OKC lost and found number in response. Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) 10/13/2009 11:30:45 AM,(b) (6) 10/13/2009 11:34:33 AM, Last Update Date: Opening Agent: Opened Date: 10/12/2009 12:35:04 PM Linked Event IDs: Responses: Response
Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, ORD Chicago, IL, USA - O'hare International Airport, OMA Omaha, NE, USA - Eppley Airfield, Airline: American Airlines -¬American Airlines -¬, United Airlines -¬, Subject Category: Claim Form Requests - Missing items from Checked Baggage - Claim Form Requests - Missing items from Checked Baggage Interaction Type: COMPLAINT Response Email: From: Prior Vendor To: (b) (6) Subject: Re: TSA Contact Us: Complaints <<#387436-500794#>> Body: <html><head><style type="text/css">p {margin-bottom: 0; margin-top: 0;}</style></head><body bgcolor="#ffffff" style="background: #ffffff"> <font size="2"><div style="width:100%;word-wrap:break-word;font-family: Arial;color: #000000;"><P><FONT size=3>Thank you for your email message regarding the retrieval of missing items. </FONT></P> <P> </P> <P><FONT size=3>Each airport establishes procedures for handling lost and found items. The Transportation Security Administration (TSA) follows those procedures where they exist. The airports in those instances are responsible for holding and disposing items under applicable local laws. In an airport where no policy exists, found articles are collected, stored, and disposed of under General Services Administration rules. TSA is unable to identify and return all items, but may be able to locate and return items on a case-by-case basis. <EM><STRONG>We suggest you contact the airport (OKC) where your items were missing at (b) (6) .</STRONG></EM></FONT> </P> <P> </P> <P><FONT size=3>We have also forwarded a copy of your email to the Customer Service Manager at OKC airport. The Customer Service Manager is responsible for ensuring that the screener workforce adheres to TSA principles for professional processing.<BR clear=none> <BR clear=none>We work very hard to achieve consistency in the security processes. As we inspect screening operations at airports and receive feedback from the traveling public, we address inconsistencies and ensure corrective actions are taken, when necessary. We will continue to do all that we can to inspect screening operations and provide written procedures and training to specify how the process is to be applied.<BR clear=none> <BR clear=none>To file a claim, fill out the attached Standard Form 95 (claim form) in accordance with the instructions, and return it to the address in box #1. Please be sure to follow the instructions carefully, and to fill out the claim form completely. While use of the form is not mandatory, it will help you ensure that you meet the legal requirements for filing a claim. If you decide to file a claim, it will be processed in accordance with the Federal Tort Claims Act.<BR clear=none> <BR clear=none>Once the Claims Management Office has received your claim form, you will be sent a letter of acknowledgement and a claim number. You should keep the claim number for future reference when inquiring about your claim. TSA will try to resolve your claim as quickly as possible, but it may need time to make a further investigation of the facts. If TSA denies your claim, or has not finally resolved it within 6 months after you have filed it, you may have a right to bring your claim to court. <BR clear=none> <BR clear=none>You can also access claim forms online at the TSAGÇÖs Claims Management OfficeGÇÖs website at <A href="http://www.tsa.gov/travelers/customer/claims/index.shtm" shape=rect>www.tsa.gov/travelers/customer/claims/index.shtm</A>. This website also has information related to filing a claim, checking the status of a claim, and other claim-related issues. You can also access this website by clicking on the Claims Management Office link in the GÇ£Resource CenterGÇ¥ on TSAGÇÖs homepage at <A href="http://www.tsa.gov/" shape=rect>www.tsa.gov</A>. If you have additional questions related to the claims process, please contact the Claims Management Office at <A href="mailto:[email protected]" shape=rect>[email protected]</A>. <BR clear=none> <BR clear=none>TSA Contact Center</FONT><BR clear=none></P></div> </font><br /> <br><br><div>--- Original Message ---<BR>From: <(b) (6) ><BR>Received: 10/12/09 12:35:04 PM EDT<BR>To: "TSA Contact Center" <[email protected]><BR>Subject: TSA Contact Us: Complaints<BR><BR>THIS GENERATED EMAIL HAS BEEN SENT FROM http://www.tsa.gov/contact/index.shtm<BR>-----------------------------------------------------------------------------------------------------------<BR>Remote Client IP: (b) (6) <BR>Date Time: 10/11/2009 9:38:10 PM<BR>-----------------------------------------------------------------------------------------------------------<BR><BR> <TABLE style="WIDTH: 750px" cellSpacing=1 cellPadding=3 border=2> <TBODY> <TR> <TD style="FONT-WEIGHT: bold; VERTICAL-ALIGN: top; WIDTH: 200px; TEXT-ALIGN: right">Name:</TD> <TD>(b) (6) </TD></TR> <TR> <TD style="FONT-WEIGHT: bold; VERTICAL-ALIGN: top; WIDTH: 200px; TEXT-ALIGN: right">Email:</TD> <TD>(b) (6) </TD></TR> <TR> <TD style="FONT-WEIGHT: bold; VERTICAL-ALIGN: top; WIDTH: 200px; TEXT-ALIGN: right">Complaints:</TD> <TD>Damaged or Missing items in Checked or Carry-on Baggage</TD></TR> <TR> <TD style="FONT-WEIGHT: bold; VERTICAL-ALIGN: top; WIDTH: 200px; TEXT-ALIGN: right">Flight Info (If applicable. Enter Flight#/Airline/Terminal/Airport/Gate/Etc):</TD>
<TD>October 11th 2009<BR>Originated from Oklahoma City, Oklahoma. 1230-American Airlines Flight AA4305 to Chicago O'Hare International Airport. <BR>Connecting Flight in Chicago.<BR>1700-United Airlines Flight UA5909 to Omaha, Nebraska</TD></TR> <TR> <TD style="FONT-WEIGHT: bold; VERTICAL-ALIGN: top; WIDTH: 200px; TEXT-ALIGN: right">Comments:</TD> <TD>I checked my two deployment bags in OKC for my trip to chicago then onto my destination in Omaha. The larger of the two bags contained uniforms, personal clothing items, shampoo, PRESCRIPTION MEDICATION, and some individual packets of drink mixes. Upon arrival in Omaha, the small bag appeared to be fine, but my larger bag arrived in a black plastic tray with a few of my items loose in the tray and was wrapped in a Clear plastic bag with UNITED printed on it. Upon further inspection, I realized that the following items were missing from my bag: Full 90 day supply of my prescription medication of Celexa 20mg, A package of pads that also had some tampons in it, a clear bag that contained my drink mixes, shampoo, conditioner and body wash, were individually bagged and sealed so they would not bust open and leak on things. I leave for overseas on my deployment TOMORROW! 12 October 2009 at 0600 in the morning. Thanks for supporting the troops. This is what we serve for. My biggest issue is the prescription. I need that, and now I don't know if I will be able to get it down range. If the issue was the shampoo bottles being sealed and bagged, isn't that what X-ray machines are for? and all those other fancy machines we have these days that detect stuff. I want to thank you for making this deployment more stressful then it already is.</TD></TR></TBODY></TABLE></div> <BR><BR>------ TCC Control Number: ------<BR><<#387436-500794#>></body></html> END RECORD
CONTACT RECORD
EID: 51356066 Contact Type: Contact Date: 2009-10-16 17:19:00 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2009-10-16 07:00:00 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Items (shirts) missing from checked bag@ OKC Body: Agent Notes: Provided Lost and Found information to caller and provided website for claim form. Provided Lost and Found information to caller and provided website for claim form. Caller found NOI Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) 10/16/2009 5:27:00 PM,(b) (6) 10/16/2009 8:17:10 PM, Last Update Date: Opening Agent: Opened Date: 10/16/2009 5:19:00 PM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, SFO San Francisco, CA, USA - San Francisco Intl Airport, Airline: Southwest AirlinesSouthwest Airlines, Subject Category: Claim Form Requests - Missing items from Checked Baggage - Claim Form Requests - Missing items from Checked Baggage Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 51356117 Contact Type: Contact Date: 2009-10-16 18:00:01 Medium: EMAIL Contact Status: CLOSED Incident Date: 2009-10-13 00:00:00 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: Unknown Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: (b) (6) Subject: ISSUE, baggage inspection Body: Flight Oklahoma City (DL 5256) via Atlanta to Zuerich (DL 66) Switzerland - on 13 oct 2009 Dear TSA-team Some of your teams has inspected my checked luggage between OK City - Atlanta - Zuerich accordingly the notice I found. This is very OK for me as so you can help to guarantee most of possible and hopeful security on flights. Not OK and very disturbing is as follows: I bought in the USA a very good houshold-cleaner that my (Swiss) daughter (married to an American) recommended. We put it in a plastic bag and controlled all the closures. When I opened the luggage all the liquid was run out and all the clothes were wettend and the laptop-case too (happy that the LAPTOP ITSELF WAS NOT)!! Of course I understand that the liquid in this bottle had to be conrolled. BUT: why not close it again for shure? The screw cap of the bottle was open!!! I want to let you know that fact because I'm very very unhappy about the handling of your team.
(b) (6) (b) (6) (b) (6) (b) (6)
Agent Notes: General Complaint w/Claim Response General Complaint w/Claim Response, Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) 10/16/2009 6:00:01 PM,(b) (6) 10/16/2009 6:01:13 PM, Last Update Date: Opening Agent: Opened Date: 10/15/2009 7:52:21 PM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, ATL Atlanta, GA, USA - Hartsfield International, ZRH Zurich, Switzerland - Zurich, Airline: Subject Category: Mishandling of Passengers Property - Disarrayed Carry-on/Checked Baggage - Mishandling of Passengers Property Disarrayed Carry-on/Checked Baggage Interaction Type: COMPLAINT
Response Email: From: Prior Vendor To: (b) (6) Subject: Re: baggage inspection <<#388929-502505#>> Body: <html><head><style type="text/css">p {margin-bottom: 0; margin-top: 0;}</style></head><body bgcolor="#ffffff" style="background: #ffffff"> <font size="2"><div style="width:100%;word-wrap:break-word;font-family: Arial;color: #000000;"><P>Thank you for your e-mail concerning your travel experience. <BR clear=none> <BR clear=none>Enhanced security measures require that all checked baggage undergo some form of screening for prohibited items. Physical search of the luggage is required to clear every alarm. Transportation Security Administration (TSA) screeners should exercise great care during the screening process to ensure that passengers' belongings are returned and not damaged when a bag needs to be opened. We regret if these high standards were not met.<BR clear=none> <BR clear=none>We monitor the number and nature of complaints we receive to track trends and spot areas of concern that may require special attention. This ongoing process will enable us to ensure prompt, corrective action whenever we determine that security screening policies need modification or specific employees or screener teams are the subject of repeated complaints.<BR clear=none> <BR clear=none>TSA is responsible for reviewing all claims relating to the screening of passengers and their baggage. To protect your rights under federal law and to file a valid claim, you must send your claim in writing to TSA, stating the circumstances of the loss and the exact amount you are claiming (fair market value of lost or destroyed property, reasonable cost of repair for damaged property), within 2 years after your claim accrued. The claim must be signed by you or your authorized representative (e.g., an attorney or other personal representative with appropriate proof of authority). <BR clear=none> <BR clear=none>To file a claim, fill out the attached Standard Form 95 (claim form) in accordance with the instructions, and return it to the address in box #1. Please be sure to follow the instructions carefully, and to fill out the claim form completely. While use of the form is not mandatory, it will help you ensure that you meet the legal requirements for filing a claim. If you decide to file a claim, it will be processed in accordance with the Federal Tort Claims Act.<BR clear=none> <BR clear=none>Once the Claims Management Office has received your claim form, you will be sent a letter of acknowledgement and a claim number. You should keep the claim number for future reference when inquiring about your claim. TSA will try to resolve your claim as quickly as possible, but it may need time to make a further investigation of the facts. If TSA denies your claim, or has not finally resolved it within 6 months after you have filed it, you may have a right to bring your claim to court. <BR clear=none> <BR clear=none>You can also access claim forms online at the TSAGÇÖs Claims Management OfficeGÇÖs website at <A href="http://www.tsa.gov/travelers/customer/claims/index.shtm" shape=rect>www.tsa.gov/travelers/customer/claims/index.shtm</A>. This website also has information related to filing a claim, checking the status of a claim, and other claim-related issues. You can also access this website by clicking on the Claims Management Office link in the GÇ£Resource CenterGÇ¥ on TSAGÇÖs homepage at <A href="http://www.tsa.gov/" shape=rect>www.tsa.gov</A>. If you have additional questions related to the claims process, please contact the Claims Management Office at <A href="mailto:[email protected]" shape=rect>[email protected]</A>. </P> <P> </P> <P>TSA Contact Center<BR clear=none></P></div> </font><br /> <br><br><div>--- Original Message ---<BR>From: (b) (6) <(b) (6) ;<BR>Received: 10/15/09 7:52:21 PM EDT<BR>To: "TSA Contact Center" <[email protected]><BR>CC:<(b) (6) ><BR>Subject: baggage inspection<BR><BR> <META content=Word.Document name=ProgId> <META content="Microsoft Word 10" name=Generator> <META content="Microsoft Word 10" name=Originator><LINK href="cid:[email protected]" rel=FileList><?xml:namespace prefix = o ns = "urn:schemas-microsoft-com:office:office" /><o:SmartTagType name="PersonName" namespaceuri="urn:schemas-microsoft-com:office:smarttags"></o:SmartTagType><o:SmartTagType name="date" namespaceuri="urn:schemas-microsoft-com:office:smarttags"></o:SmartTagType><o:SmartTagType name="country-region" namespaceuri="urn:schemas-microsoft-com:office:smarttags"></o:SmartTagType><o:SmartTagType name="City" namespaceuri="urn:schemas-microsoft-com:office:smarttags"></o:SmartTagType><o:SmartTagType name="place" namespaceuri="urn:schemas-microsoft-com:office:smarttags"></o:SmartTagType> <STYLE>st1\:*{behavior:url(#default#ieooui) }</STYLE> <STYLE><!-- /* Style Definitions */ p.MsoNormal, li.MsoNormal, div.MsoNormal{mso-style-parent:"";margin:0cm; margin-bottom:.0001pt;mso-pagination:widow-orphan;font-size:12.0pt; font-family:"Times New Roman";mso-fareast-font-family:"Times New Roman";} a:link, span.MsoHyperlink{color:blue;text-decoration:underline; text-underline:single;}a:visited, span.MsoHyperlinkFollowed{color:purple; text-decoration:underline;text-underline:single;} p.MsoAutoSig, li.MsoAutoSig, div.MsoAutoSig{margin:0cm;margin-bottom:.0001pt; mso-pagination:widow-orphan;font-size:12.0pt;font-family:"Times New Roman"; mso-fareast-font-family:"Times New Roman";}span.EmailStyle18 {mso-style-type:personal-compose;mso-style-noshow:yes; mso-ansi-font-size:10.0pt;mso-bidi-font-size:10.0pt;font-family:Arial; mso-ascii-font-family:Arial;mso-hansi-font-family:Arial;
mso-bidi-font-family:Arial;color:windowtext;}span.SpellE{mso-style-name:""; mso-spl-e:yes;}span.GramE{mso-style-name:"";mso-gram-e:yes;}@page Section1 {size:595.3pt 841.9pt;margin:70.85pt 70.85pt 2.0cm 70.85pt; mso-header-margin:35.4pt;mso-footer-margin:35.4pt;mso-paper-source:0;} div.Section1{page:Section1;}--></STYLE> <DIV class=Section1> <P class=MsoNormal><B style="mso-bidi-font-weight: normal"><FONT face=Arial size=2><SPAN style="FONT-WEIGHT: bold; FONTSIZE: 10pt; FONT-FAMILY: Arial; mso-bidi-font-weight: normal">Flight </SPAN></FONT></B><?xml:namespace prefix = st1 ns = "urn:schemas-microsoft-com:office:smarttags" /><st1:City><st1:place><B style="mso-bidi-font-weight: normal"><FONT face=Arial size=2><SPAN style="FONT-WEIGHT: bold; FONT-SIZE: 10pt; FONT-FAMILY: Arial; mso-bidi-font-weight: normal">Oklahoma City</SPAN></FONT></B></st1:place></st1:City><B style="mso-bidi-font-weight: normal"><FONT face=Arial size=2><SPAN style="FONT-WEIGHT: bold; FONT-SIZE: 10pt; FONT-FAMILY: Arial; mso-bidi-font-weight: normal"> (DL 5256) via </SPAN></FONT></B><st1:City><st1:place><B style="mso-bidi-font-weight: normal"><FONT face=Arial size=2><SPAN style="FONTWEIGHT: bold; FONT-SIZE: 10pt; FONT-FAMILY: Arial; mso-bidi-font-weight: normal">Atlanta</SPAN></FONT></B></st1:place></st1:City><B style="mso-bidi-font-weight: normal"><FONT face=Arial size=2><SPAN style="FONT-WEIGHT: bold; FONT-SIZE: 10pt; FONT-FAMILY: Arial; mso-bidi-font-weight: normal"> to <SPAN class=SpellE>Zuerich</SPAN> (DL 66) </SPAN></FONT></B><st1:country-region><st1:place><B style="mso-bidi-font-weight: normal"><FONT face=Arial size=2><SPAN style="FONT-WEIGHT: bold; FONT-SIZE: 10pt; FONT-FAMILY: Arial; mso-bidi-font-weight: normal">Switzerland</SPAN></FONT></B></st1:place></st1:country-region><B style="mso-bidi-font-weight: normal"><FONT face=Arial size=2><SPAN style="FONT-WEIGHT: bold; FONT-SIZE: 10pt; FONT-FAMILY: Arial; mso-bidi-font-weight: normal"> GÇô on </SPAN></FONT></B><st1:date Year="2009" Day="13" Month="10"><B style="mso-bidi-font-weight: normal"><FONT face=Arial size=2><SPAN style="FONT-WEIGHT: bold; FONT-SIZE: 10pt; FONT-FAMILY: Arial; mso-bidi-font-weight: normal">13 <SPAN class=SpellE><SPAN class=GramE>oct</SPAN></SPAN> 2009</SPAN></FONT></B></st1:date><FONT face=Arial size=2><SPAN style="FONT-SIZE: 10pt; FONT-FAMILY: Arial"><o:p></o:p></SPAN></FONT></P> <P class=MsoNormal><FONT face=Arial size=2><SPAN style="FONT-SIZE: 10pt; FONT-FAMILY: Arial"><o:p> </o:p></SPAN></FONT></P> <P class=MsoNormal><FONT face=Arial size=2><SPAN style="FONT-SIZE: 10pt; FONT-FAMILY: Arial">Dear TSAteam<o:p></o:p></SPAN></FONT></P> <P class=MsoNormal><FONT face=Arial size=2><SPAN style="FONT-SIZE: 10pt; FONT-FAMILY: Arial">Some of your teams <SPAN class=GramE>has</SPAN> inspected my checked luggage between OK City GÇô </SPAN></FONT><st1:City><st1:place><FONT face=Arial size=2><SPAN style="FONT-SIZE: 10pt; FONT-FAMILY: Arial">Atlanta</SPAN></FONT></st1:place></st1:City><FONT face=Arial size=2><SPAN style="FONT-SIZE: 10pt; FONT-FAMILY: Arial"> GÇô <SPAN class=SpellE>Zuerich</SPAN> accordingly the notice I found. This is very OK for me as so you can help to guarantee most of possible and hopeful security on flights. <o:p></o:p></SPAN></FONT></P> <P class=MsoNormal><FONT face=Arial size=2><SPAN style="FONT-SIZE: 10pt; FONT-FAMILY: Arial">Not OK and very disturbing is as follows:<o:p></o:p></SPAN></FONT></P> <P class=MsoNormal><FONT face=Arial size=2><SPAN style="FONT-SIZE: 10pt; FONT-FAMILY: Arial">I bought in the </SPAN></FONT><st1:country-region><st1:place><FONT face=Arial size=2><SPAN style="FONT-SIZE: 10pt; FONT-FAMILY: Arial">USA</SPAN></FONT></st1:place></st1:country-region><FONT face=Arial size=2><SPAN style="FONT-SIZE: 10pt; FONT-FAMILY: Arial"> a very good <SPAN class=SpellE>houshold</SPAN>-cleaner that my (Swiss) daughter (married to an American) recommended. We put it in a plastic bag and controlled all the closures. When I opened the luggage all the liquid was run out and all the clothes were <SPAN class=SpellE>wettend</SPAN> and the laptop-case too (happy that the LAPTOP ITSELF WAS NOT)!!<o:p></o:p></SPAN></FONT></P> <P class=MsoNormal><FONT face=Arial size=2><SPAN style="FONT-SIZE: 10pt; FONT-FAMILY: Arial"><o:p> </o:p></SPAN></FONT></P> <P class=MsoNormal><FONT face=Arial size=2><SPAN style="FONT-SIZE: 10pt; FONT-FAMILY: Arial">Of course I understand that the liquid in this bottle had to be <SPAN class=SpellE>conrolled</SPAN>. BUT: why not close it again for <SPAN class=SpellE>shure</SPAN>? <U>The screw cap of the bottle was open!!!<o:p></o:p></U></SPAN></FONT></P> <P class=MsoNormal><FONT face=Arial size=2><SPAN style="FONT-SIZE: 10pt; FONT-FAMILY: Arial"><o:p> </o:p></SPAN></FONT></P> <P class=MsoNormal><FONT face=Arial size=2><SPAN style="FONT-SIZE: 10pt; FONT-FAMILY: Arial">I want to let you know that fact because IGÇÖm very <SPAN class=SpellE>very</SPAN> unhappy about the handling of your team.<o:p></o:p></SPAN></FONT></P> <P class=MsoNormal><FONT face=Arial size=2><SPAN style="FONT-SIZE: 10pt; FONT-FAMILY: Arial"><o:p> </o:p></SPAN></FONT></P> <P class=MsoNormal><SPAN class=SpellE><FONT face=Arial size=2><SPAN style="FONT-SIZE: 10pt; FONT-FAMILY: Arial">Sicerely</SPAN></FONT></SPAN><FONT face=Arial size=2><SPAN style="FONT-SIZE: 10pt; FONT-FAMILY: Arial"> <SPAN class=SpellE>(b) (6) </SPAN> <o:p></o:p></SPAN></FONT></P> <P class=MsoNormal><FONT face=Arial size=2><SPAN style="FONT-SIZE: 10pt; FONT-FAMILY: Arial"><o:p> </o:p></SPAN></FONT></P> <P class=MsoAutoSig><st1:PersonName><FONT face=Arial size=2><SPAN style="FONT-SIZE: 10pt; FONT-FAMILY: Arial; mso-no-proof: yes">s(b) (6) </SPAN></FONT></st1:PersonName><FONT face=Arial size=2><SPAN style="FONT-SIZE: 10pt; FONTFAMILY: Arial; mso-no-proof: yes"><o:p></o:p></SPAN></FONT></P> <P class=MsoAutoSig><FONT face=Arial size=2><SPAN lang=DE-CH style="FONT-SIZE: 10pt; FONT-FAMILY: Arial; mso-ansi-language: DE-CH; mso-no-proof: yes">(b) (6) <o:p></o:p></SPAN></FONT></P> <P class=MsoAutoSig><FONT face=Arial size=2><SPAN lang=DE-CH style="FONT-SIZE: 10pt; FONT-FAMILY: Arial; mso-ansi-language:
DE-CH; mso-no-proof: yes">(b) (6) o:p></o:p></SPAN></FONT></P> <P class=MsoNormal><FONT face="Times New Roman" size=3><SPAN style="FONT-SIZE: 12pt"><o:p> </o:p></SPAN></FONT></P></DIV></div> <BR><BR>------ TCC Control Number: ------<BR><<#388929-502505#>></body></html> END RECORD
CONTACT RECORD
EID: 51359863 Contact Type: Contact Date: 2009-10-20 13:36:18 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2009-10-19 10:30:00 Contact Prefix: (b) (6) Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Caller wanted to report unprofessional behavior (I.E. rude, yelling, abuse of power, perception,screener/employee refuses to answer questionsGǪ) displayed by TSA employee at: OKC Body: Agent Notes: Apologized to the caller and advised that a message will be sent to CSM. Apologized to the caller and advised that a message will be sent to CSM., Follow Up: (b) (6) called to report that while traveling from OKC airport, TSA supervisor, (b) (6) , was speaking in a loud tone with screener, (b) (6) who was working on the opposite side of the scanning machine in front of numerous passengers. When (b) (6) was placing her items in the tray, (b) (6) approached her asking if she had a problem when (b) (6) responsed to (b) (6) question, (b) (6) accused (b) (6) of slamming her tray onto the conveyor. After the incident, (b) (6) name and a complaint form to file. (b) (6) approached (b) (6) again with the (b) (6) asked to another screener for (b) (6) complaint form and asked for her name, boarding information and address. (b) (6) concern is will this incident create a problem for her when flying in the future, such as being put on a Watch List and what was the reason (b) (6) needed her personal information because she was filing a complaint about her behavior at the checkpoint. She would like to speak with CSM reagrding the incident as soon as possible. To TSOC Date: From TSOC Date: Last Updated By: (b) (6) 10/20/2009 1:50:16 PM,(b) (6) 10/20/2009 1:50:25 PM, Last Update Date: Opening Agent: Opened Date: 10/20/2009 1:36:18 PM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, Airline: Southwest AirlinesSouthwest Airlines, Subject Category: Discourteous- Rude Employee - Discourteous- Rude Employee Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 51361451 Contact Type: Contact Date: 2009-10-21 14:54:44 Medium: EMAIL Contact Status: CLOSED Incident Date: Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: Unknown Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: (b) (6) Subject: ISSUE, unable to be refunded Body: (b) (6) I desperatly send you an email, you may aknowledge my request and help me to have my tickets refunded I've been calling many times at United, i've been said such different things concerning the time I should wait to have my 2,126.70$ back on my account. Today, nearly 4 weeks ago, i'm still unable to book another ticket since united airlines are holding my money. I call my bank every single day without success. I sent an email to [email protected], to inform them of my situation. You would probably help them to make the refund in a short time to permit me to travel at last. thanks ticket n-¦0162197180461 (b) (6) 0162197180462 (b) (6) 0162197180463 (b) (6) flight n-¦6197 fri, sep 18, 2009 oklahoma city (okc) to las vegas (las) 2,126.70$ Agent Notes: Forward ACPD Response Forward ACPD Response, Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) 10/21/2009 2:54:44 PM,(b) (6) 10/21/2009 3:00:30 PM, Last Update Date: Opening Agent: Opened Date: 10/19/2009 7:16:03 PM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, LAS Las Vegas, NV, USA - Mccarran International Airport, Airline: United Airlines -¬United Airlines -¬, Subject Category: Airline- Service Complaints - Airline- Service Complaints Interaction Type: COMPLAINT Response Email: From: Prior Vendor To: (b) (6) Subject: Re: unable to be refunded <<#390224-503967#>> Body: <html><head><style type="text/css">p {margin-bottom: 0; margin-top: 0;}</style></head><body bgcolor="#ffffff" style="background: #ffffff"> <font size="2"><div style="width:100%;word-wrap:break-word;font-family: Arial;color: #000000;"><P>Thank you for your email message.
</P> <P> </P> <P>You were correct to contact your airline, as consumer and service-related matters are handled directly between the passenger and the airline. If the airline does not satisfy your inquiry, the U.S. Department of TransportationGÇÖs Aviation Consumer Protection Division operates a complaint handling system for consumers who experience air travel service problems and provides a 24-hour hotline at (202) 366-2220 (TTY [202] 366-0511). You may also fill out and submit an online complaint form at <A href="http://airconsumer.ost.dot.gov/escomplaint/es.cfm" shape=rect>http://airconsumer.ost.dot.gov/escomplaint/es.cfm</A> or write to: </P> <P> </P> <P>Aviation Consumer Protection Division, C-75<BR clear=none>U.S. Department of Transportation<BR clear=none>1200 New Jersey Avenue, SE<BR clear=none>Washington, DC 20590 </P> <P> </P> <P>For future concerns about air carrier problems and inconveniences, you may also file a complaint with the customer relations office of the airline. </P> <P> </P> <P>We hope this information is helpful. </P> <P> </P> <P>TSA Contact Center<BR clear=none></P></div> </font><br /> <br><br><div>--- Original Message ---<BR>From: "(b) (6) gt;<BR>Received: 10/19/09 7:16:03 PM EDT<BR>To: <(b) (6) ><BR>CC:<[email protected]>,<(b) (6) >,"TSA Contact Center" <[email protected]><BR>Subject: unable to be refunded<BR><BR> <TABLE cellSpacing=0 cellPadding=0 border=0> <TBODY> <TR> <TD vAlign=top>(b) (6) ,<BR>I desperatly send you an email, you may aknowledge my request and help me to have my tickets refunded<BR>I've been calling many times at United, i've been said such different things concerning the time I should wait to have my 2,126.70$ back on myaccount.<BR>Today, nearly 4 weeks ago, i'm still unable to book another ticket since united airlines are holding my money.<BR>I call my bank every single day without success.<BR>I sent an email to [email protected], to inform them of my situation. You would probably help them to make the refund in a short time to permit me to travel at last.<BR>thanks<BR>ticket n¦0162197180461 (b) (6) <BR> 0162197180462 (b) (6) <BR> 0162197180463 (b) (6) (b) (6) (b) (6) <BR><BR>flight n-¦6197 fri, sep 18, 2009 oklahoma city (okc) to las vegas (las) 2,126.70$</TD></TR></TBODY></TABLE><BR></div> <BR><BR>------ TCC Control Number: ------<BR><<#390224-503967#>></body></html> END RECORD
CONTACT RECORD
EID: 51365194 Contact Type: Contact Date: 2009-10-24 18:43:41 Medium: TELEPHONE Contact Status: CLOSED Incident Date: Contact Prefix: (b) (6) Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Caller experiences delays when traveling and can not print boarding pass and was told to contact TSA. Body: Agent Notes: Provided general information explaining the difficulties and advised the caller to complete the Traveler Identity Form. Provided general information explaining the difficulties and advised the caller to complete the Traveler Identity Form. Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) 10/24/2009 6:48:13 PM, Last Update Date: Opening Agent: Opened Date: 10/24/2009 6:43:41 PM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, LAX Los Angeles, CA, USA - Los Angeles Intl Airport, Airline: Southwest AirlinesSouthwest Airlines, Subject Category: DHS TRIP- General - DHS TRIP- General Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 51366368 Contact Type: Contact Date: 2009-10-30 13:27:57 Medium: EMAIL Contact Status: CLOSED Incident Date: 2009-10-28 13:30:00 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: (b) (6) Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: (b) (6) Subject: ISSUE, OKC - Denial of TWIC Card Body: I was at Oklahoma City yesterday, checking in for my Continental Express (ExpressJet) flight 2225 from OKC to IAH. I arrived at Will Rogers International Airport at approximately noon. I attempted to use my TWIC card as my identification. The TSA agents advised me this could not be used as a primary ID, only as a secondary ID. When I questioned them about this (knowing that the TSA site lists the TWIC card as a primary, federal ID), and advised them that I have recently used at LAX, ORD, EWJ, PIT,ATL, etc. without issue, a supervisor told me that OKC does not have the device needed to "read" the card. I would assume she believed she needed a TWIC card reader that would verify the card is correct and current and provides port access; this, of course is not required for passenger terminal access. I was required to show my Texas drivers license as my "primary" ID. This is not the first instance when my TWIC card has been refused at OKC. Can this be resolved? Please feel free to contact me if you need additional details.
(b) (6) (b) (6) (b) (6)
Agent Notes: ID GÇô VALID ID NOT ACCEPTED ID GÇô VALID ID NOT ACCEPTED, BCC OKC CSM at (b) (6) Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) 10/30/2009 1:32:00 PM, Last Update Date: Opening Agent: Opened Date: 10/29/2009 8:03:02 PM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, IAH Houston, TX, USA - Houston Intercontinental, Airline: Continental Air Express -¬Continental Air Express -¬, Subject Category: ID Requirements - ID Requirements Interaction Type: COMPLAINT Response Email: From: Prior Vendor To: (b) (6) Subject: Re: OKC - Denial of TWIC Card <<#393975-508408#>>
Body: <html><head><style type="text/css">p {margin-bottom: 0; margin-top: 0;}</style></head><body bgcolor="#ffffff" style="background: #ffffff"> <font size="2"><div style="width:100%;word-wrap:break-word;font-family: Arial;color: #000000;"><P><FONT face=" Helvetica, sansserif,Arial">Thank you for e-mail, regarding identification (ID) requirements at the security screening checkpoint. Specifically, you felt that the ID you presented should have been accepted.</FONT> </P> <P> </P> <P><BR clear=none><FONT face=" Helvetica, sans-serif,Arial">We regret you found your screening experiences unsatisfactory. The Transportation Security Administration (TSA) seeks to provide the highest level of security and customer service to all who pass through our screening checkpoints. Every person and item must be screened before entering each secured area, and the manner in which the screening is conducted is important. Our current policies and procedures focus on ensuring that all passengers, regardless of their personal situations and needs, are treated with dignity, respect, and courtesy.</FONT> </P> <P> </P> <P><FONT face=" Helvetica, sans-serif,Arial">We are unable to determine why the Transportation Security Officer (TSO) did not accept the ID your presented at the screening checkpoint. If the ID you presented is from the list below, it is a valid form of identification and it should have been accepted without an additional ID requirement. We regret any inconvenience this caused. </FONT></P> <P> </P> <P><FONT face=" Helvetica, sans-serif,Arial">The following forms of ID are fully acceptable and must contain name, date of birth, gender, expiration date, and a tamper-resistant feature: </FONT></P> <P> </P> <UL> <LI><FONT face=" Helvetica, sans-serif,Arial">State-issued driverGÇÖs license </FONT></LI> <LI><FONT face=" Helvetica, sans-serif,Arial">U.S. passport </FONT></LI> <LI><FONT face=" Helvetica, sans-serif,Arial">U.S. passport card </FONT></LI> <LI><FONT face=" Helvetica, sans-serif,Arial">U.S. Department of Homeland Security (DHS) GÇ£Trusted TravelerGÇ¥ cards (NEXUS, SENTRI, FAST) </FONT></LI> <LI><FONT face=" Helvetica, sans-serif,Arial">U.S. Military ID (Active and Retired)</FONT> </LI> <LI><FONT face=" Helvetica, sans-serif,Arial">Permanent Resident Card </FONT></LI> <LI><FONT face=" Helvetica, sans-serif,Arial">Border Crossing Card </FONT></LI> <LI><FONT face=" Helvetica, sans-serif,Arial">DHS-designated enhanced driverGÇÖs license </FONT></LI> <LI><FONT face=" Helvetica, sans-serif,Arial">A Native American Tribal Photo ID </FONT></LI> <LI><FONT face=" Helvetica, sans-serif,Arial">An airline or airport-issued ID (if issued under a TSA-approved security plan) </FONT></LI> <LI><FONT face=" Helvetica, sans-serif,Arial">A Registered Traveler Card (that contains the following: Name; Date of Birth; Gender; Expiration date; and a Tamper-resistant feature)</FONT> </LI> <LI><FONT face=" Helvetica, sans-serif,Arial">A Transportation Workers Identification Credential (TWIC) </FONT></LI> <LI><FONT face=" Helvetica, sans-serif,Arial">Photo ID issued by DMV or equivalent State or U.S. Territory Government Office for the sole purpose of identification.</FONT> </LI> <LI><FONT face=" Helvetica, sans-serif,Arial">A foreign government-issued passport, Canadian provincial driverGÇÖs license, or Indian and Northern Affairs Canada (INAC) card are also acceptable forms of photo ID.</FONT> </LI></UL> <P><FONT face=" Helvetica, sans-serif,Arial">Furthermore, we have forwarded a copy of your email to the Customer Service Manager at that airport for review. The Customer Service Manager is responsible for ensuring that the TSO workforce adheres to TSA principles for professional and courteous customer service.</FONT> </P> <P> </P> <P> </P> <P><FONT face=" Helvetica, sans-serif,Arial">TSA Contact Center</FONT> </P> <P> </P></div> </font><br /> <br><br><div>--- Original Message ---<BR>From: (b) (6) ><BR>Received: 10/29/09 8:03:01 PM EDT<BR>To: "TSA Contact Center" <[email protected]><BR>Subject: OKC - Denial of TWIC Card<BR><BR> <META content="MS Exchange Server version 6.5.7654.12" name=Generator><!-- Converted from text/rtf format --> <P><FONT face=Arial size=2>I was at Oklahoma City yesterday, checking in for my Continental Express (ExpressJet) flight 2225 from OKC to IAH. I arrived at Will Rogers International Airport at approximately noon.</FONT></P> <P><FONT face=Arial size=2>I attempted to use my TWIC card as my identification. The TSA agents advised me this could not be used as a primary ID, only as a secondary ID. When I questioned them about this (knowing that the TSA site lists the TWIC card as a primary, federal ID), and advised them that I have recently used at LAX, ORD, EWJ, PIT,ATL, etc. without issue, a supervisor told me that OKC does not have the device needed to "read" the card. I would assume she believed she needed a TWIC card reader that would verify the card is correct and current and provides port access; this, of course is not required for passenger terminal access. I was required to show my Texas drivers license as my "primary" ID. </FONT></P> <P><FONT face=Arial size=2>This is not the first instance when my TWIC card has been refused at OKC.</FONT> </P> <P><FONT face=Arial size=2>Can this be resolved?</FONT></P> <P><FONT face=Arial size=2>Please feel free to contact me if you need additional details.</FONT> </P> <P><FONT face="Script MT Bold" color=#0000ff>(b) (6) </FONT> <BR><FONT face=Arial color=#0000ff size=(b) (6) </FONT> <BR><FONT face=Arial color=#0000ff size=1>(b) (6) </FONT></P></div>
<BR><BR>------ TCC Control Number: ------<BR><<#393975-508408#>></body></html> END RECORD
CONTACT RECORD
EID: 51369655 Contact Type: Contact Date: 2009-10-28 11:19:47 Medium: EMAIL Contact Status: CLOSED Incident Date: Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: (b) (6) Subject: ISSUE, Missing Laptop Body: Hello, My name is(b) (6) and I was traveling from Oklahoma City, OK to Abu Dhabi, UAE on the 23rd of October 2009. I did not receive anyone of my suitcases out of the four that I had checked in at Oklahoma City. They were finally delivered to me on October 26th 2009, but one of the bags (AA 068325) was opened and there was a note from the Transportation Security Administration in there informing me that the bag was inspected. I had an Inspiron 6400 laptop (with a Texas Longhorns sticker on the lid of the laptop) and an external 500GB hard disk drive that were missing. Could you please return these items to me at your earliest convenience? I have a lot of personal items on that computer and hard drive which are of immense importance to me. I understand that you have to perform security checks, but I am sure you will just find lots of personal files, music, pictures, college documents on that machine and hard drive. Once you are satisfied please contact me so I can let you know where to send the items to. Thanks and have a nice day!
(b) (6)
Cell phone number in the UAE is (b) (6)
_____ Windows 7: I wanted more reliable, now it's more reliable. Wow! <http://microsoft.com/windows/windows7/default.aspx?h=myidea?ocid=PID24727::T:WLMTAGL:ON:WL:en-US:WWL_WIN_myidea:102009> Agent Notes: Retrieve Items & Claims Response Retrieve Items & Claims Response, Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) 10/28/2009 11:19:47 AM,(b) (6) 10/28/2009 11:21:35 AM, Last Update Date: Opening Agent: Opened Date: 10/26/2009 7:41:21 PM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, AUH Abu Dhabi, United Arab Emirates - Abu Dhabi International, Airline: American Airlines -¬American Airlines -¬, Subject Category: Claim Form Requests - Missing items from Checked Baggage - Claim Form Requests - Missing items from Checked Baggage
Interaction Type: COMPLAINT Response Email: From: Prior Vendor To: (b) (6) Subject: Re: Missing Laptop <<#392759-507018#>> Body: <html><head><style type="text/css">p {margin-bottom: 0; margin-top: 0;}</style></head><body bgcolor="#ffffff" style="background: #ffffff"> <font size="2"><div style="width:100%;word-wrap:break-word;font-family: Arial;color: #000000;"><P><FONT size=3>Thank you for your email message regarding the retrieval of missing items. <BR clear=none> <BR clear=none>Each airport establishes procedures for handling lost and found items. The Transportation Security Administration (TSA) follows those procedures where they exist. In an airport where no policy exists, found articles are collected, stored, and disposed of under General Services Administration rules. TSA is unable to identify and return all items, but may be able to locate and return items on a case-by-case basis. We suggest you contact the airport where your items were missing.<BR clear=none> <BR clear=none>We work very hard to achieve consistency in the security processes. As we inspect screening operations at airports and receive feedback from the traveling public, we address inconsistencies and ensure corrective actions are taken, when necessary. We will continue to do all that we can to inspect screening operations and provide written procedures and training to specify how the process is to be applied.<BR clear=none> <BR clear=none>To file a claim, fill out the attached Standard Form 95 (claim form) in accordance with the instructions, and return it to the address in box #1. Please be sure to follow the instructions carefully, and to fill out the claim form completely. While use of the form is not mandatory, it will help you ensure that you meet the legal requirements for filing a claim. If you decide to file a claim, it will be processed in accordance with the Federal Tort Claims Act.<BR clear=none> <BR clear=none>Once the Claims Management Office has received your claim form, you will be sent a letter of acknowledgement and a claim number. You should keep the claim number for future reference when inquiring about your claim. TSA will try to resolve your claim as quickly as possible, but it may need time to make a further investigation of the facts. If TSA denies your claim, or has not finally resolved it within 6 months after you have filed it, you may have a right to bring your claim to court. <BR clear=none> <BR clear=none>You can also access claim forms online at the TSAGÇÖs Claims Management OfficeGÇÖs website at <A href="http://www.tsa.gov/travelers/customer/claims/index.shtm" shape=rect>www.tsa.gov/travelers/customer/claims/index.shtm</A>. This website also has information related to filing a claim, checking the status of a claim, and other claim-related issues. You can also access this website by clicking on the Claims Management Office link in the GÇ£Resource CenterGÇ¥ on TSAGÇÖs homepage at <A href="http://www.tsa.gov/" shape=rect>www.tsa.gov</A>. If you have additional questions related to the claims process, please contact the Claims Management Office at <A href="mailto:[email protected]" shape=rect>[email protected]</A>. <BR clear=none> <BR clear=none>TSA Contact Center<BR clear=none></FONT></P></div> </font><br /> <br><br><div>--- Original Message ---<BR>From: (b) (6) ><BR>Received: 10/26/09 7:41:20 PM EDT<BR>To: "TSA Contact Center" <[email protected]><BR>Subject: Missing Laptop<BR><BR> <STYLE><!--.hmmessage P{margin:0px;padding:0px}body.hmmessage{font-size: 10pt; font-family:Verdana}--></STYLE> <BR>Hello,<BR><BR>My name is (b) (6) and I was traveling from Oklahoma City, OK to Abu Dhabi, UAE on the 23rd of October 2009. I did not receive anyone of my suitcases out of the four that I had checked in at Oklahoma City. They were finally delivered to me on October 26th 2009, but one of the bags (AA 068325) was opened and there was a note from the Transportation Security Administration in there informing me that the bag was inspected. I had an Inspiron 6400 laptop (with a Texas Longhorns sticker on the lid of the laptop) and an external 500GB hard disk drive that were missing. Could you please return these items to me at your earliest convenience? I have a lot of personal items on that computer and hard drive which are of immense importance to me. <BR>I understand that you have to perform security checks, but I am sure you will just find lots of personal files, music, pictures, college documents on that machine and hard drive. Once you are satisfied please contact me so I can let you know where to send the items to.<BR><BR>Thanks and have a nice day!<BR><BR>(b) (6) <BR><BR>Cell phone number in the UAE is (b) (6) <BR><BR> <HR> Windows 7: I wanted more reliable, now it's more reliable. <A href="http://microsoft.com/windows/windows7/default.aspx?h=myidea?ocid=PID24727::T:WLMTAGL:ON:WL:en-US:WWL_WIN_myidea:102009" target=_new>Wow!</A> </div> <BR><BR>------ TCC Control Number: ------<BR><<#392759-507018#>></body></html> END RECORD
CONTACT RECORD
EID: 51372375 Contact Type: Contact Date: Medium: EMAIL Contact Status: CLOSED Incident Date: Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: ISSUE, Baggage inspection issue Body: I traveled on Southwest Flt 659 on October 28 from Las Vegas to OKC. Upon receiving my bag in OKC I found that, following a TSA inspection, the bag was left unzipped, resulting in a pair of shoes falling out. Fortunately a baggage claim worker found them and sent them out separately. Other items in the bag were left exposed. Rand Baker Agent Notes: General Complaint & Falling Short of Standard General Complaint & Falling Short of Standard, Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) 10/29/2009 8:11:26 PM, Last Update Date: Opening Agent: Opened Date: 10/29/2009 12:30:10 PM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, LAS Las Vegas, NV, USA - Mccarran International Airport, Airline: Subject Category: Mishandling of Passengers Property - Disarrayed Carry-on/Checked Baggage - Mishandling of Passengers Property Disarrayed Carry-on/Checked Baggage Interaction Type: COMPLAINT Response Email: From: Prior Vendor To: (b) (6) Subject: Re: Baggage inspection issue <<#393810-508217#>> Body: <html><head><style type="text/css">p {margin-bottom: 0; margin-top: 0;}</style></head><body bgcolor="#ffffff" style="background: #ffffff"> <font size="2"><div style="width:100%;word-wrap:break-word;font-family: Arial;color: #000000;"><P><FONT face=" Helvetica, sansserif,Arial">Thank you for your electronic mail message. We are sorry you were unhappy with your recent travel experience and hope that the following information will be helpful. </FONT></P> <P> </P> <P><FONT face=" Helvetica, sans-serif,Arial">One of our key objectives has been to ensure that all passengers consistently receive professional and courteous checkpoint processing while maintaining our high level of security. Along with expanded training on the enhanced security procedures, each Federal airport screener receives training on professional and courteous conduct to make the process run smoothly and reduce the inconvenience to the public. </FONT></P> <P> </P>
<P><FONT face=" Helvetica, sans-serif,Arial">Enhanced security measures require that all checked baggage undergo some form of screening for prohibited items. A variety of security measures are applied to the baggage and/or persons of passengers selected through the screening process, including random searches. Physical search of the luggage is required to clear every alarm. TSA screeners should exercise great care during the screening process to ensure that passengers' belongings are returned and not damaged when a bag needs to be opened. Unfortunately, on some occasions the screening process may fall short of our established standard. We apologize if these high standards were not met.</FONT> </P> <P> </P> <P><FONT face=" Helvetica, sans-serif,Arial">We monitor the number and nature of complaints we receive to track trends and spot areas of concern that may require special attention. This ongoing process will enable us to ensure prompt, corrective action whenever we determine that security-screening policies need modification or specific employees or screener teams are the subjects of repeated complaints.</FONT> </P> <P> </P> <P><FONT face=" Helvetica, sans-serif,Arial">We appreciate your taking the time to share your thoughts and concerns with us. </FONT></P> <P> </P> <P> </P> <P> </P> <P> </P> <P><FONT face=" Helvetica, sans-serif,Arial">TSA Contact Center</FONT> </P> <P> </P> <P><FONT face=" Helvetica, sans-serif,Arial"><BR clear=none></FONT> </P></div> </font><br /> <br><br><div>--- Original Message ---<BR>From: (b) (6) <(b) (6) ><BR>Received: 10/29/09 12:30:12 PM EDT<BR>To: "TSA Contact Center" <[email protected]><BR>Subject: Baggage inspection issue<BR><BR> <STYLE type=text/css><!-- DIV {margin:0px;} --></STYLE> <DIV style="FONT-SIZE: 12pt; COLOR: #000000; FONT-FAMILY: times new roman, new york, times, serif"> <DIV>I traveled on Southwest Flt 659 on October 28 from Las Vegas to OKC. Upon receiving my bag in OKC I found that, following a TSA inspection, the bag was left unzipped, resulting in a pair of shoes falling out. Fortunately a baggage claim worker found them and sent them out separately. Other items in the bag were left exposed.</DIV> <DIV> </DIV> <DIV>(b) (6) </DIV></DIV></div> <BR><BR>------ TCC Control Number: ------<BR><<#393810-508217#>></body></html> END RECORD
CONTACT RECORD
EID: 51373234 Contact Type: Contact Date: 2009-10-30 14:49:22 Medium: EMAIL Contact Status: CLOSED Incident Date: 2009-10-22 14:48:00 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: (b) (6) Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: (b) (6) Subject: ISSUE, ISSUE, TSA Contact Us: Complaints Body: THIS GENERATED EMAIL HAS BEEN SENT FROM http://www.tsa.gov/contact/index.shtm -----------------------------------------------------------------------------------------------------------Remote Client IP: (b) (6) Date Time: 10/29/2009 8:28:58 PM ------------------------------------------------------------------------------------------------------------
Name: (b) (6) Email: (b) (6) Complaints:Discourteous/Rude Employee Flight Info (If applicable. Enter Flight#/Airline/Terminal/Airport/Gate/Etc):On 10/22, flight #1836 to Oklahoma City, OK from BWI Gate B1 Comments:When being searched due to a metal knee replacement I asked the TSA employee for my purse, this employee told me in a very rude manner that I can't have my purse or personal belongings. I asked again for my purse which was at least 25-30 feet away at the end of the conveyor but told in a very rude and disrespectful manner. I was told by another TSA emplyoyee in Harrsiburg international airport earlier this year that I Have the right to have my belongings to be brought to me so they are in my sight Agent Notes: SCREENER RUDENESS RESPONSE SCREENER RUDENESS RESPONSE, LINE-OF-SIGHT INCLUDING PWD RESPONSE, Merged two or more resposnes. Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) 10/30/2009 2:49:22 PM,(b) (6) 10/30/2009 2:50:42 PM, Last Update Date: Opening Agent: Opened Date: 10/30/2009 12:25:19 PM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, BWI Baltimore, MD, USA - Baltimore-Washington International, Airline: Subject Category: Discourteous- Rude Employee - Discourteous- Rude Employee Interaction Type: COMPLAINT Response Email: From: Prior Vendor To:(b) (6) Subject: Re: TSA Contact Us: Complaints <<#394088-508536#>> Body: <html><head><style type="text/css">p {margin-bottom: 0; margin-top: 0;}</style></head><body bgcolor="#ffffff" style="background:
#ffffff"> <font size="2"><div style="width:100%;word-wrap:break-word;font-family: Arial;color: #000000;"></div> <div style="width:100%;word-wrap:break-word;font-family: Arial;color: #000000;"><p style="margin-bottom: 0pt; margin-right: 0in; margin-left: 0in; margin-top: 0in" class="msonormal"> <span><font face="Arial,sans-serif" size="2">Thank you for your email message expressing your concern </font></span><font face="Arial,sans-serif" size="2"><span>regarding the Transportation Security Administration (TSA) policy for maintaining line-of-sight with your carry-on items.</span></font> </p> <p style="margin-bottom: 0pt; margin-right: 0in; margin-top: 0in; margin-left: 0in" class="msonormal"> <span><font face="Arial,sans-serif" size="2"> </font></span> </p> <p style="margin-bottom: 0pt; margin-right: 0in; margin-top: 0in; margin-left: 0in" class="msonormal"> <span><font face="Arial,sans-serif" size="2">TSA policy requires the Transportation Security Officers (TSOs) to reasonably ensure that carry-on items, including disability-related devices and aids, are kept within the passenger’s line-of-sight when a passenger is required to undergo additional screening.</font></span><font face="Arial,sans-serif" size="2"><span>  </span><span>When passengers cannot maintain line-of-sight with their property during a patdown or private screening, the TSOs have been trained to maintain control and sight of their items for them, and to ensure that they are reunited with their property once it has cleared x-ray screening.</span></font> </p> <p style="margin-bottom: 0pt; margin-right: 0in; margin-top: 0in; margin-left: 0in" class="msonormal">   </p> <p style="margin-bottom: 0pt; margin-right: 0in; margin-top: 0in; margin-left: 0in" class="msonormal"> <span><font face="Arial,sans-serif" size="2">Additionally, The Transportation Security Administration (TSA) regrets any unprofessional treatment you may have experienced at the security checkpoint.</font></span><font face="Arial,sans-serif" size="2"><span>  </span><span>TSA seeks to provide a high level of security and customer service to all travelers who pass through our screening checkpoints.</span><span>  </span><span>Every person and item must be screened before entering each secured area, and the way the screening is conducted is important.</span><span>  </span><span>Our policies and procedures focus on ensuring that all passengers, regardless of their personal situations and needs, are treated with dignity, respect, and courtesy.</span></font> </p> <p style="margin-bottom: 0pt; margin-right: 0in; margin-top: 0in; margin-left: 0in" class="msonormal"> <span><font face="Arial,sans-serif" size="2"> </font></span> </p> <p style="margin-bottom: 0pt; margin-right: 0in; margin-top: 0in; margin-left: 0in" class="msonormal"> <span><font face="Arial,sans-serif" size="2">Please be advised that a passenger can always request to speak with the Assistant Director for Screening to address any complaint regarding screening procedures.</font></span> </p> <p style="margin-bottom: 0pt; margin-right: 0in; margin-top: 0in; margin-left: 0in" class="msonormal"> <span><font face="Arial,sans-serif" size="2"> </font></span> </p> <p style="margin-bottom: 0pt; margin-right: 0in; margin-top: 0in; margin-left: 0in" class="msonormal"> <span><font face="Arial,sans-serif" size="2">We hope this information is helpful.</font></span> </p> <p style="margin-bottom: 0pt; margin-right: 0in; margin-top: 0in; margin-left: 0in" class="msonormal"> <span><font face="Arial,sans-serif" size="2"> </font></span> </p> <p style="margin-bottom: 0pt; margin-right: 0in; margin-top: 0in; margin-left: 0in" class="msonormal"> <span><font face="Arial,sans-serif" size="2"> </font></span> </p></div> </font><br /> <br><br><div>--- Original Message ---<BR>From: <(b) (6) ><BR>Received: 10/30/09 12:25:18 PM EDT<BR>To: "TSA Contact Center" <[email protected]><BR>Subject: TSA Contact Us: Complaints<BR><BR>THIS GENERATED EMAIL HAS BEEN SENT FROM http://www.tsa.gov/contact/index.shtm<BR>-----------------------------------------------------------------------------------------------------------<BR>Remote Client IP: (b) (6) <BR>Date Time: 10/29/2009 8:28:58 PM<BR>-----------------------------------------------------------------------------------------------------------<BR><BR>
<TABLE style="WIDTH: 750px" cellSpacing=1 cellPadding=3 border=2> <TBODY> <TR> <TD style="FONT-WEIGHT: bold; VERTICAL-ALIGN: top; WIDTH: 200px; TEXT-ALIGN: right">Name:</TD> <TD>(b) (6) </TD></TR> <TR> <TD style="FONT-WEIGHT: bold; VERTICAL-ALIGN: top; WIDTH: 200px; TEXT-ALIGN: right">Email:</TD> <TD>(b) (6) </TD></TR> <TR> <TD style="FONT-WEIGHT: bold; VERTICAL-ALIGN: top; WIDTH: 200px; TEXT-ALIGN: right">Complaints:</TD> <TD>Discourteous/Rude Employee</TD></TR> <TR> <TD style="FONT-WEIGHT: bold; VERTICAL-ALIGN: top; WIDTH: 200px; TEXT-ALIGN: right">Flight Info (If applicable. Enter Flight#/Airline/Terminal/Airport/Gate/Etc):</TD> <TD>On 10/22, flight #1836 to Oklahoma City, OK from BWI Gate B1</TD></TR> <TR> <TD style="FONT-WEIGHT: bold; VERTICAL-ALIGN: top; WIDTH: 200px; TEXT-ALIGN: right">Comments:</TD> <TD>When being searched due to a metal knee replacement I asked the TSA employee for my purse, this employee told me in a very rude manner that I can't have my purse or personal belongings. I asked again for my purse which was at least 25-30 feet away at the end of the conveyor but told in a very rude and disrespectful manner. I was told by another TSA emplyoyee in Harrsiburg international airport earlier this year that I Have the right to have my belongings to be brought to me so they are in my sight.</TD></TR></TBODY></TABLE></div> <BR><BR>------ TCC Control Number: ------<BR><<#394088-508536#>></body></html> END RECORD
CONTACT RECORD
EID: 51375720 Contact Type: Contact Date: 2009-11-02 14:00:12 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2009-10-08 12:10:00 Contact Prefix: (b) (6) Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: (b) (6) Contact Address 2: Contact City: (b) (6) Contact State: (b) (6) Contact Zip: (b) (6) Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Items bottle of hotsauce damaged from checked bag@ OKC. 11/03/2009 claim form was mailed. Body: Agent Notes: Provided caller with information on the claims process, and SF-95 mailed on 11/03/2009. Provided caller with information on the claims process, and SF-95 mailed on 11/03/2009. Caller states that a (NOI) was inside the luggage. Caller's Flight# 1805 Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) 11/2/2009 2:18:35 PM,(b) (6) 11/2/2009 4:02:51 PM, Last Update Date: Opening Agent: Opened Date: 11/2/2009 2:00:12 PM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, Airline: Southwest AirlinesSouthwest Airlines, Subject Category: Claim Form Requests-Checked Bag - Claim Form Requests-Checked Bag Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 51381621 Contact Type: Contact Date: 2009-11-06 18:11:57 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2009-11-06 09:00:00 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: USA Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Caller is missing two bottles of narcotic medication from checked luggage @ OKC. Caller still has two other bottles of medication that are not narcotics. NOI was not placed in the checked luggage. Caller indicated that she did curb side check-in. Body: Agent Notes: Caller did not want to obtain the lost and found telephone number because she believes that the medication was stolen. Provided caller with the step-by-step instructions for obtaining the SF-95 form from the website. Caller did not want to obtain the lost and found telephone number because she believes that the medication was stolen. Provided caller with the step-by-step instructions for obtaining the SF-95 form from the website. Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) 11/6/2009 6:23:00 PM, Last Update Date: Opening Agent: Opened Date: 11/6/2009 6:11:57 PM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, HOU Houston, TX, USA - Houston Hobby Airport, HRL Harlingen, TX, USA, Airline: Southwest AirlinesSouthwest Airlines, Subject Category: Claim Form Requests - Missing items from Checked Baggage - Claim Form Requests - Missing items from Checked Baggage Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 51389950 Contact Type: Contact Date: 2009-11-14 10:43:04 Medium: TELEPHONE Contact Status: CLOSED Incident Date: Contact Prefix: (b) (6) Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Caller experiences delays when traveling and can not print boarding pass and was told to contact TSA. Body: Agent Notes: Provided general information explaining the difficulties and advised the caller to complete the Traveler Identity Form. Provided general information explaining the difficulties and advised the caller to complete the Traveler Identity Form. Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) 11/14/2009 10:45:26 AM, Last Update Date: Opening Agent: Opened Date: 11/14/2009 10:43:04 AM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, BDL Hartford, CT, USA - Bradley International Airport, Airline: Southwest AirlinesSouthwest Airlines, Subject Category: DHS TRIP- General - DHS TRIP- General Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 51391236 Contact Type: Contact Date: 2009-11-16 10:47:23 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2009-11-15 08:10:00 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Items (Installation booklet ) missing from checked bag@ enter Airport code here. Enter date claim form was mailed., Body: Agent Notes: Provided Lost and Found information to caller and SF-95 form offered. Provided Lost and Found information to caller and SF-95 form offered. Caller was not sure if there wasa notice of insepction. Caller stated she already has a claims form being mailed to her. Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) 11/16/2009 10:50:37 AM, Last Update Date: Opening Agent: Opened Date: 11/16/2009 10:47:23 AM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, Airline: Southwest AirlinesSouthwest Airlines, Subject Category: Claim Form Requests - Missing items from Checked Baggage - Claim Form Requests - Missing items from Checked Baggage Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 51392172 Contact Type: Contact Date: 2009-11-16 16:49:29 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2009-11-08 08:30:00 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Items (pair of jeans new baby phat jeans) missing from checked bag@ OKC. Body: Agent Notes: Provided Lost and Found information to caller and SF-95 form offered. Provided Lost and Found information to caller and SF-95 form offered. NOI. Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) 11/16/2009 4:53:37 PM, Last Update Date: Opening Agent: Opened Date: 11/16/2009 4:49:29 PM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, Airline: American Airlines -¬American Airlines -¬, Subject Category: Claim Form Requests - Missing items from Checked Baggage - Claim Form Requests - Missing items from Checked Baggage Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 51393105 Contact Type: Contact Date: 2009-11-17 13:59:48 Medium: EMAIL Contact Status: CLOSED Incident Date: 2009-11-16 00:00:00 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: (b) (6) Subject: ISSUE, TSA Contact Us: Complaints Body: THIS GENERATED EMAIL HAS BEEN SENT FROM http://www.tsa.gov/contact/index.shtm -----------------------------------------------------------------------------------------------------------Remote Client IP: (b) (6) Date Time: 11/16/2009 10:40:25 AM ------------------------------------------------------------------------------------------------------------
Name: (b) (6) Email: (b) (6) Complaints:Inconsistent Screening (Different Practices between Airports) Flight Info (If applicable. Enter Flight#/Airline/Terminal/Airport/Gate/Etc):American Airlines flight AA1740 16 Niv 2009 Oklahoma City Airport Gate 4 Comments:I am writing to complain and ask why I was selected for pat down by the screener even though I didn't set off the metal detector, followed all rules, and have done this many times before. The only time I was patted down before was when I set off the metal detector alarm. Neve before have I been patted down when not setting off the alarm Agent Notes: SECONDARY SCREENING REASONS RESPONSE SECONDARY SCREENING REASONS RESPONSE, Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) 11/17/2009 1:59:48 PM,(b) (6) 11/17/2009 2:00:51 PM, Last Update Date: Opening Agent: Opened Date: 11/17/2009 10:22:38 AM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, Airline: American Airlines -¬American Airlines -¬, Subject Category: Inconsistent Screening- Different Practices Between Airports - Inconsistent Screening- Different Practices Between Airports Interaction Type: COMPLAINT Response Email: From: Prior Vendor To: (b) (6) Subject: Re: TSA Contact Us: Complaints <<#399372-514647#>>
Body: <html><head><style type="text/css">p {margin-bottom: 0; margin-top: 0;}</style></head><body bgcolor="#ffffff" style="background: #ffffff"> <font size="2"><div style="width:100%;word-wrap:break-word;font-family: Arial;color: #000000;"><P class=msonormal style="MARGIN: 0in 0in 0pt"><SPAN><FONT face=Arial,sans-serif>Thank you for your email message expressing your concern regarding the secondary screening you received at the security checkpoint.</FONT></SPAN> </P> <P class=msonormal style="MARGIN: 0in 0in 0pt"> </P> <P class=msonormal style="MARGIN: 0in 0in 0pt"><SPAN><FONT face=Arial,sans-serif>The Transportation Security Administration (TSA) seeks to provide a high level of security and customer service to all travelers who pass through our screening checkpoints.</FONT></SPAN><FONT face=Arial,sans-serif><SPAN> </SPAN><SPAN>Every person and item must be screened before entering each secure area, and the way the screening is conducted is important.</SPAN><SPAN> </SPAN><SPAN>Our policies and procedures focus on ensuring that all passengers are treated with dignity, respect, and courtesy.</SPAN></FONT> </P> <P class=msonormal style="MARGIN: 0in 0in 0pt"> </P> <P class=msonormal style="MARGIN: 0in 0in 0pt"><SPAN><FONT face=Arial,sans-serif>TSA uses a variety of security measures to screen passengers and their property.</FONT></SPAN><FONT face=Arial,sans-serif><SPAN> </SPAN><SPAN>One of these security measures is secondary screening, which is in addition to the walk-through metal detector.</SPAN><SPAN> </SPAN><SPAN>This involves screening a passenger with a hand-held metal detector and possibly conducting a patdown inspection which necessarily </SPAN><SPAN>involves touching passengers.</SPAN></FONT> </P> <P class=msonormal style="MARGIN: 0in 0in 0pt"> </P> <P class=msonormal style="MARGIN: 0in 0in 0pt"><SPAN><FONT face=Arial,sans-serif>Passengers may be selected for secondary screening for different reasons:</FONT></SPAN><FONT face=Arial,sans-serif><SPAN> </SPAN><SPAN>(1) to clear an alarm of the walk-through metal detector, (2) to address an </SPAN></FONT><SPAN><FONT face=Arial,sans-serif color=black>irregularity or anomaly in the passengerGÇÖs clothing outline, or (3) for random selection</FONT></SPAN><SPAN><FONT face=Arial,sansserif>.</FONT></SPAN><FONT face=Arial,sans-serif><SPAN> </SPAN><SPAN>Another way passengers are selected for additional screening is through the Computer Assisted Passenger Prescreening System (CAPPS).</SPAN><SPAN> </SPAN><SPAN>CAPPS identifies passengers either randomly or based on certain travel behavior associated with threats to aviation security reflected in their reservation information.</SPAN></FONT> </P> <P class=msonormal style="MARGIN: 0in 0in 0pt"> </P> <P class=msonormal style="MARGIN: 0in 0in 0pt"><SPAN><FONT face=Arial,sans-serif>Passengers with the GÇ£SSSSGÇ¥ designation on their boarding pass have been preselected for additional screening.</FONT></SPAN><FONT face=Arial,sans-serif><SPAN> </SPAN><SPAN>There are different ways in which passengers are preselected to receive the</SPAN><SPAN> GÇ£SSSSGÇ¥ designation</SPAN><SPAN>.</SPAN><SPAN> </SPAN><SPAN>One </SPAN><SPAN>method of selection is by CAPPS.</SPAN><SPAN> </SPAN><SPAN>The airlines may have placed the GÇ£SSSSGÇ¥ designation on passengersGÇÖ boarding pass based on CAPPS.</SPAN></FONT> </P> <P class=msonormal style="MARGIN: 0in 0in 0pt"> </P> <P class=msonormal style="MARGIN: 0in 0in 0pt"><SPAN><FONT face=Arial,sans-serif>TSA also selects passengers and baggage at random for additional security screening.</FONT></SPAN><FONT face=Arial,sans-serif><SPAN> </SPAN><SPAN>This random element prevents terrorists from attempting to defeat the security system by learning how it operates.</SPAN><SPAN> </SPAN><SPAN>Leaving out any one group, such as (senior citizens, persons with disabilities, children, etc.), would remove the random element from the system and undermine security.</SPAN><SPAN> </SPAN><SPAN>We simply cannot assume that all terrorists will fit any particular profile.</SPAN><SPAN> </SPAN></FONT></P> <P class=msonormal style="MARGIN: 0in 0in 0pt"> </P> <P class=msonormal style="MARGIN: 0in 0in 0pt"><SPAN><FONT face=Arial,sans-serif>Airline bombings in involving explosives concealed on the body made it necessary to step up the frequency and thoroughness of pat-downs.</FONT></SPAN><FONT face=Arial,sans-serif><SPAN> </SPAN><SPAN>This additional procedure further decreases a terroristGÇÖs ability to circumvent aviation security by either posing as a person with disability or using people with disabilities to conceal prohibited items.</SPAN><SPAN> </SPAN></FONT></P> <P class=msonormal style="MARGIN: 0in 0in 0pt"> </P> <P class=msonormal style="MARGIN: 0in 0in 0pt"><SPAN><FONT face=Arial,sans-serif>TSA understands the inconvenience you may have experienced.</FONT></SPAN><FONT face=Arial,sans-serif><SPAN> </SPAN><SPAN>Nevertheless, we believe these security measures are necessary and appropriate for ensuring the security and confidence of all air travelers.</SPAN><SPAN> </SPAN><SPAN>TSA continues to develop and deploy new technologies, including document scanners, trace portals, and backscatter devices, to address the explosives threat.</SPAN><SPAN> </SPAN><SPAN>In the meantime, the use of secondary screening enhances our ability to detect explosives at our NationGÇÖs airport checkpoints, provides an additional layer of security at the checkpoint, and keeps the traveling public secure.</SPAN></FONT> </P> <P class=msonormal style="MARGIN: 0in 0in 0pt"> </P> <P class=msonormal style="MARGIN: 0in 0in 0pt"><SPAN><FONT face=Arial,sans-serif>We hope this information is helpful.</FONT></SPAN> </P> <P class=msonormal style="MARGIN: 0in 0in 0pt"> </P> <P class=msonormal style="MARGIN: 0in 0in 0pt"> </P></div> </font><br /> <br><br><div>--- Original Message ---<BR>From: <(b) (6) ><BR>Received: 11/17/09 10:22:39 AM EST<BR>To: "TSA Contact Center" <[email protected]><BR>Subject: TSA Contact Us: Complaints<BR><BR>THIS GENERATED EMAIL HAS BEEN SENT FROM http://www.tsa.gov/contact/index.shtm<BR>-----------------------------------------------------------------------------------------------------------<BR>Remote Client IP: (b) (6) <BR>Date Time: 11/16/2009 10:40:25 AM<BR>-----------------------------------------------------------------------------------------------------------<BR><BR>
<TABLE style="WIDTH: 750px" cellSpacing=1 cellPadding=3 border=2> <TBODY> <TR> <TD style="FONT-WEIGHT: bold; VERTICAL-ALIGN: top; WIDTH: 200px; TEXT-ALIGN: right">Name:</TD> <TD>(b) (6) </TD></TR> <TR> <TD style="FONT-WEIGHT: bold; VERTICAL-ALIGN: top; WIDTH: 200px; TEXT-ALIGN: right">Email:</TD> <TD>(b) (6) </TD></TR> <TR> <TD style="FONT-WEIGHT: bold; VERTICAL-ALIGN: top; WIDTH: 200px; TEXT-ALIGN: right">Complaints:</TD> <TD>Inconsistent Screening (Different Practices between Airports)</TD></TR> <TR> <TD style="FONT-WEIGHT: bold; VERTICAL-ALIGN: top; WIDTH: 200px; TEXT-ALIGN: right">Flight Info (If applicable. Enter Flight#/Airline/Terminal/Airport/Gate/Etc):</TD> <TD>American Airlines flight AA1740 16 Niv 2009 Oklahoma City Airport Gate 4</TD></TR> <TR> <TD style="FONT-WEIGHT: bold; VERTICAL-ALIGN: top; WIDTH: 200px; TEXT-ALIGN: right">Comments:</TD> <TD>I am writing to complain and ask why I was selected for pat down by the screener even though I didn't set off the metal detector, followed all rules, and have done this many times before. The only time I was patted down before was when I set off the metal detector alarm.<BR><BR>Neve before have I been patted down when not setting off the alarm.</TD></TR></TBODY></TABLE></div> <BR><BR>------ TCC Control Number: ------<BR><<#399372-514647#>></body></html> END RECORD
CONTACT RECORD
EID: 51393658 Contact Type: Contact Date: 2009-11-17 18:01:33 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2009-11-17 07:45:00 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Items (Alcohol) missing from checked bag@OKC. Body: Agent Notes: Provided Lost and Found information to caller and explained claims process Provided Lost and Found information to caller and explained claims process *NOI was not present Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) 11/17/2009 6:09:14 PM, Last Update Date: Opening Agent: Opened Date: 11/17/2009 6:01:33 PM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, DFW Dallas/Ft Worth, TX, USA - Dallas Ft Worth International, SEA Seattle, WA, USA - Seattle Tacoma Intl Airport, Airline: American Airlines -¬American Airlines -¬, Subject Category: Claim Form Requests - Missing items from Checked Baggage - Claim Form Requests - Missing items from Checked Baggage Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 51396814 Contact Type: Contact Date: 2009-11-19 17:14:28 Medium: EMAIL Contact Status: CLOSED Incident Date: Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: (b) (6) Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: (b) (6) Subject: ISSUE, ISSUE, TSA Contact Us: Complaints Body: THIS GENERATED EMAIL HAS BEEN SENT FROM http://www.tsa.gov/contact/index.shtm -----------------------------------------------------------------------------------------------------------Remote Client IP: (b) (6) Date Time: 11/18/2009 11:39:11 PM ------------------------------------------------------------------------------------------------------------
Name: (b) (6) Email: (b) (6) Complaints:Damaged or Missing items in Checked or Carry-on Baggage Flight Info (If applicable. Enter Flight#/Airline/Terminal/Airport/Gate/Etc):#1502/Southwest/Will Rogers World Airport, OK City, OK/gate 18/11-18-09/7:15 AM Comments:Checked bag was locked w/tsa approved lock. When I opened the bag at home I found a notice that it had been checked. A white, sealed envelope containing coins and paperclips was missing from the bag. I definitely had packed it in the locked bag so it is obvious that it was removed by a tsa agent Agent Notes: Retrieve Items & Claims Response Retrieve Items & Claims Response, Consumer Complaint BCC/CSM Response, BCC SHM/CSQIM (b) (6) Merged 2 or more responses Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Opening Agent: Opened Date: 11/19/2009 2:53:41 PM Linked Event IDs:
11/19/2009 5:14:28 PM,(b) (6)
11/19/2009 5:17:07 PM,
Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, Airline: Southwest AirlinesSouthwest Airlines, Subject Category: Claim Form Requests - Missing items from Checked Baggage - Claim Form Requests - Missing items from Checked Baggage Interaction Type: COMPLAINT Response Email: From: Prior Vendor To: (b) (6) Subject: Re: TSA Contact Us: Complaints <<#400560-516045#>>
Body: <html><head><style type="text/css">p {margin-bottom: 0; margin-top: 0;}</style></head><body bgcolor="#ffffff" style="background: #ffffff"> <font size="2"><div style="width:100%;word-wrap:break-word;font-family: Arial;color: #000000;"><P>Thank you for your email message regarding the retrieval of lost items. <BR clear=none> <BR clear=none>Each airport establishes procedures for handling lost and found items. The Transportation Security Administration (TSA) follows those procedures where they exist. The airports in those instances are responsible for holding and disposing items under applicable local laws. Items, such as locks, tags, straps, and other external luggage pieces, are often lost or damaged as the baggage goes through the baggage handling equipment and may or may not have been found by airline/airport personnel. </P> <P>In an airport where no policy exists, found articles are collected, stored, and disposed of under General Services Administration rules. TSA is unable to identify and return all items, but may be able to locate and return items on a case-by-case basis. We suggest you contact the airport where your items were confiscated or lost at 405-680-3233.<BR clear=none> <BR clear=none>We work very hard to achieve consistency in the security processes. As we inspect screening operations at airports and receive feedback from the traveling public, we address inconsistencies and ensure corrective actions are taken, when necessary. We will continue to do all that we can to inspect screening operations and provide written procedures and training to specify how the process is to be applied.<BR clear=none> <BR clear=none>To file a claim, fill out the attached Standard Form 95 (claim form) in accordance with the instructions, and return it to the address in box #1. Please be sure to follow the instructions carefully, and to fill out the claim form completely. While use of the form is not mandatory, it will help you ensure that you meet the legal requirements for filing a claim. If you decide to file a claim, it will be processed in accordance with the Federal Tort Claims Act.<BR clear=none> <BR clear=none>Once the Claims Management Office has received your claim form, you will be sent a letter of acknowledgement and a claim number. You should keep the claim number for future reference when inquiring about your claim. TSA will try to resolve your claim as quickly as possible, but it may need time to make a further investigation of the facts. If TSA denies your claim, or has not finally resolved it within 6 months after you have filed it, you may have a right to bring your claim to court. <BR clear=none> <BR clear=none>You can also access claim forms online at the TSAGÇÖs Claims Management OfficeGÇÖs website at <A href="http://www.tsa.gov/travelers/customer/claims/index.shtm" shape=rect>www.tsa.gov/travelers/customer/claims/index.shtm</A>. This website also has information related to filing a claim, checking the status of a claim, and other claim-related issues. You can also access this website by clicking on the Claims Management Office link in the GÇ£Resource CenterGÇ¥ on TSAGÇÖs homepage at <A href="http://www.tsa.gov/" shape=rect>www.tsa.gov</A>. If you have additional questions related to the claims process, please contact the Claims Management Office at <A href="mailto:[email protected]" shape=rect>[email protected]</A>. </P> <P> </P> <P><FONT face=" Helvetica, sans-serif,Arial">Because your complaint is regarding screening at OKC, we have forwarded a copy of your email to the Customer Service Manager at that airport. The Customer Service Manager is responsible for ensuring that the screener workforce adheres to TSA principles for professional processing.</FONT> </P> <P><BR clear=none> <BR clear=none>TSA Contact Center<BR clear=none></P></div> </font><br /> <br><br><div>--- Original Message ---<BR>From: <(b) (6) ><BR>Received: 11/19/09 2:52:26 PM EST<BR>To: "TSA Contact Center" <[email protected]><BR>Subject: TSA Contact Us: Complaints<BR><BR>THIS GENERATED EMAIL HAS BEEN SENT FROM http://www.tsa.gov/contact/index.shtm<BR>-----------------------------------------------------------------------------------------------------------<BR>Remote Client IP: (b) (6) <BR>Date Time: 11/18/2009 11:39:11 PM<BR>-----------------------------------------------------------------------------------------------------------<BR><BR> <TABLE style="WIDTH: 750px" cellSpacing=1 cellPadding=3 border=2> <TBODY> <TR> <TD style="FONT-WEIGHT: bold; VERTICAL-ALIGN: top; WIDTH: 200px; TEXT-ALIGN: right">Name:</TD> <TD>(b) (6) </TD></TR> <TR> <TD style="FONT-WEIGHT: bold; VERTICAL-ALIGN: top; WIDTH: 200px; TEXT-ALIGN: right">Email:</TD> <TD>(b) (6) </TD></TR> <TR> <TD style="FONT-WEIGHT: bold; VERTICAL-ALIGN: top; WIDTH: 200px; TEXT-ALIGN: right">Complaints:</TD> <TD>Damaged or Missing items in Checked or Carry-on Baggage</TD></TR> <TR> <TD style="FONT-WEIGHT: bold; VERTICAL-ALIGN: top; WIDTH: 200px; TEXT-ALIGN: right">Flight Info (If applicable. Enter Flight#/Airline/Terminal/Airport/Gate/Etc):</TD> <TD>#1502/Southwest/Will Rogers World Airport, OK City, OK/gate 18/11-18-09/7:15 AM</TD></TR> <TR> <TD style="FONT-WEIGHT: bold; VERTICAL-ALIGN: top; WIDTH: 200px; TEXT-ALIGN: right">Comments:</TD> <TD>Checked bag was locked w/tsa approved lock. When I opened the bag at home I found a notice that it had been checked. A white, sealed envelope containing coins and paperclips was missing from the bag. I definitely had packed it in the locked bag so it is obvious that it was removed by a tsa agent.</TD></TR></TBODY></TABLE></div> <BR><BR>------ TCC Control Number: ------<BR><<#400560-516045#>></body></html> END RECORD
CONTACT RECORD
EID: 51397200 Contact Type: Contact Date: 2009-11-19 20:44:25 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2009-11-19 20:44:00 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: The caller is missing her TSA lock from her checked baggage, and she does not have a notice of bag inspection.
Body: Agent Notes: Provided caller with claims information. Provided caller with claims information. Flight: 1609, Baggage tag: OKCS931628; Provided the airport's phone number at OKC, per request. Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) 11/19/2009 8:53:18 PM, Last Update Date: Opening Agent: Opened Date: 11/19/2009 8:44:25 PM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, Airline: Southwest AirlinesSouthwest Airlines, Subject Category: TSA Accepted Locks - Missing or Damaged - TSA Accepted Locks - Missing or Damaged Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 51397344 Contact Type: Contact Date: 2009-11-20 00:11:54 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2009-11-19 12:40:00 Contact Prefix: (b) (6) Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: (b) (6) is reporting a $160 dollars pair of shoes missing from his checked bag, however their was no NOI found in his bag. Body: Agent Notes: Provided Lost and Found information to caller and walked caller through TSA web for an SF-95 form Provided Lost and Found information to caller and walked caller through TSA web for an SF-95 form Claim: Told caller to make copies of: Baggage tag Boarding pass stub TSA/NOI if available Purchase receipt or estimate When the claim form is sent caller will received an acknowledgment letter within 2-3 weeks with a claim number. In case caller wants to check status. Recommended caller to file a claim with the airline as well. Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) 11/20/2009 12:18:53 AM, Last Update Date: Opening Agent: Opened Date: 11/20/2009 12:11:54 AM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, DFW Dallas/Ft Worth, TX, USA - Dallas Ft Worth International, Airline: American Airlines -¬American Airlines -¬, Subject Category: Claim Form Requests - Missing items from Checked Baggage - Claim Form Requests - Missing items from Checked Baggage Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 51398266 Contact Type: Contact Date: 2009-11-20 15:19:11 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2009-11-20 06:05:00 Contact Prefix: Ms. Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Caller wanted to report that items were not re-packed properly in checked luggage after screening at (OKC). , Body: Agent Notes: Advised caller we would note issue, and an FYI will be sent to the CSM at that airport who oversees the screening operation. Advised caller we would note issue, and an FYI will be sent to the CSM at that airport who oversees the screening operation. There was a NOI. Follow Up: (b) (6) explained that the straps to her luggage were not placed back properly and she would like to notify the CSM at OKC. She explained when she received her luggage that straps were not properly hooked together and her items could have possibly fell out of the bag and she would like for the CSM at OKC to be aware that screeners did not do a good job of securing her luggage. To TSOC Date: From TSOC Date: Last Updated By: (b) (6) 11/20/2009 3:26:19 PM,(b) (6) 11/20/2009 3:26:26 PM, Last Update Date: Opening Agent: Opened Date: 11/20/2009 3:19:11 PM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, ORD Chicago, IL, USA - O'hare International Airport, Airline: American Airlines -¬American Airlines -¬, Subject Category: Mishandling of Passengers Property - Disarrayed Carry-on/Checked Baggage - Mishandling of Passengers Property Disarrayed Carry-on/Checked Baggage Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 51402536 Contact Type: Contact Date: 2009-11-24 12:35:18 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2009-11-24 12:35:18 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Caller states they want to file a complaint about the service they received from an airline. , Body: Agent Notes: Advised caller to contact ACPD and provided phone number Advised caller to contact ACPD and provided phone number Calling on behalf of her son, Caller stated that her son missed the flight because the airline left 15min early. She stated that her son is an active duty Marine and is facing article 15 because he was not on the flight to base camp, Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) 11/24/2009 12:35:18 PM,(b) (6) 11/24/2009 12:45:08 PM, Last Update Date: Opening Agent: Opened Date: 11/24/2009 12:35:18 PM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, SAN San Diego, CA, USA - Lindbergh International Airport, DEN Denver, CO, USA - Denver International, Airline: United Airlines -¬United Airlines -¬, Subject Category: Airline- Service Complaints - Airline- Service Complaints Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 51409312 Contact Type: Contact Date: 2009-11-30 15:19:40 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2009-11-28 14:00:00 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Caller asked what was the procedure for carrying on her pills in a pill planner as hers was confiscated at DEN. Body: Agent Notes: Advised caller how to pack medication in carry-on baggage. Advised caller how to pack medication in carry-on baggage. Caller asked can she file for insurance coverage under the circumstances. Informed caller that we would not know under the circumstances. Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) 11/30/2009 3:34:19 PM, Last Update Date: Opening Agent: Opened Date: 11/30/2009 3:19:40 PM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, DEN Denver, CO, USA - Denver International, Airline: Southwest AirlinesSouthwest Airlines, Subject Category: Allowance of Acceptable Items- Medication/Prescription - Allowance of Acceptable Items- Medication/Prescription Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 51421301 Contact Type: Contact Date: 2009-12-09 14:03:23 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2009-12-03 08:30:00 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Caller said that there was no NOI in his bag but his zippers were busted and he is missing two samples of salt. Caller said that one was in a trash bag and the other was in a fruit drink bottle. Caller said that there was no lock on his bag. Body: Agent Notes: Provided the number to TSA's lost and found at OKC. Provided the number to TSA's lost and found at OKC. Walked caller through website for claim form. Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) 12/9/2009 2:07:54 PM, Last Update Date: Opening Agent: Opened Date: 12/9/2009 2:03:23 PM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, Airline: United Airlines -¬United Airlines -¬, Subject Category: Lost and Found- TSA - Lost and Found- TSA Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 51423829 Contact Type: Contact Date: 2009-12-10 21:46:04 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2009-12-10 11:00:00 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Caller stated he is missing tools (2) knives (1) is a Gerber folding knife, a pair of collapsible needle nose plyers,tool belt, flash light, and a box cutter his from checked luggage@(OKC). Body: Agent Notes: Provided Lost and Found information to caller for (OKC). Caller was offered a claim form. Provided Lost and Found information to caller for (OKC). Caller was offered a claim form. NOI no Flight#2651 Baggage Tag OAKS180246/OAKASA02 Caller was walked thru the TSA website. Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) 12/10/2009 10:02:07 PM,(b) (6) 6:48:02 PM, Last Update Date: Opening Agent: Opened Date: 12/10/2009 9:46:04 PM Linked Event IDs:
12/10/2009 10:32:30 PM,(b) (6)
12/11/2009
Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, Airline: Southwest AirlinesSouthwest Airlines, Subject Category: Claim Form Requests - Missing items from Checked Baggage - Claim Form Requests - Missing items from Checked Baggage Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 51425431 Contact Type: Contact Date: 2009-12-12 09:48:58 Medium: EMAIL Contact Status: CLOSED Incident Date: Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: (b) (6) Subject: ISSUE, TSA Contact Us: Complaints Body: THIS GENERATED EMAIL HAS BEEN SENT FROM http://www.tsa.gov/contact/index.shtm -----------------------------------------------------------------------------------------------------------Remote Client IP: (b) (6) Date Time: 12/11/2009 1:55:32 PM ------------------------------------------------------------------------------------------------------------
Name: (b) (6) Email: (b) (6) Complaints:Long Lines / Lengthy Wait at Checkpoint Flight Info (If applicable. Enter Flight#/Airline/Terminal/Airport/Gate/Etc):I fly three to four times a week and at most airports does a superior job and veryefficient. Will Rogers world Airport tsa is an atrocity the officers are lackadaisical they don't seem to want to work. There are always several tsa employees just standing around. It takes you 4 to 6 times longer to get through security as any other airport. Comments:See above Agent Notes: SCREENERS STANDING AROUND RESPONSE SCREENERS STANDING AROUND RESPONSE, Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) 12/12/2009 9:48:58 AM,(b) (6) 12/12/2009 9:51:10 AM, Last Update Date: Opening Agent: Opened Date: 12/11/2009 7:07:48 PM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, Airline: Subject Category: Screener Inattentive to Duties- Lax Security - Screener Inattentive to Duties- Lax Security Interaction Type: COMPLAINT Response Email: From: Prior Vendor To: (b) (6) Subject: Re: TSA Contact Us: Complaints <<#408562-525347#>> Body: <html><head><style type="text/css">p {margin-bottom: 0; margin-top: 0;}</style></head><body bgcolor="#ffffff" style="background: #ffffff"> <font size="2"><div style="width:100%;word-wrap:break-word;font-family: Arial;color: #000000;"><P class=msonormal style="MARGIN:
0in 0in 0pt"><SPAN><FONT face=Arial,sans-serif size=3>Thank you for your email message expressing your concern regarding Transportation Security Officers (TSOs) standing around at the airport while you were waiting in line to be screened.</FONT></SPAN> </P> <P class=msonormal style="MARGIN: 0in 0in 0pt"><SPAN><FONT face=Arial,sans-serif size=3> </FONT></SPAN> </P> <P class=msonormal style="MARGIN: 0in 0in 0pt"><SPAN><FONT face=Arial,sans-serif size=3>The Transportation Security Administration (TSA) uses a Screening Allocation Model to ensure that an appropriate number of TSOs are assigned to each airport based on operations and passenger loads. </FONT></SPAN><FONT face=Arial,sans-serif size=3><SPAN> </SPAN><SPAN>This model, which incorporates part-time employees, ensures that TSA has sufficient staff to handle peak periods of passenger volume while downsizing for slower periods. </SPAN><SPAN> </SPAN><SPAN>Studies conducted by TSA and by independent organizations such as the Government Accountability Office have found that the model has made scheduling of TSA screening officers much more effective and efficient.</SPAN><SPAN> </SPAN><SPAN>It is possible that the individuals you observed were newly hired and observing screening operations as part of their on-the-job training, or they could have just reported for duty and were awaiting the shift change.</SPAN></FONT> </P> <P class=msonormal style="MARGIN: 0in 0in 0pt"><SPAN><FONT face=Arial,sans-serif size=3> </FONT></SPAN> </P> <P class=msonormal style="MARGIN: 0in 0in 0pt"><SPAN><FONT face=Arial,sans-serif size=3>We hope this information is helpful.</FONT></SPAN> </P> <P class=msonormal style="MARGIN: 0in 0in 0pt"><SPAN><FONT face=Arial,sans-serif size=3> </FONT></SPAN> </P> <P class=msonormal style="MARGIN: 0in 0in 0pt"><SPAN><FONT face=Arial,sans-serif size=3> </FONT></SPAN> </P> <P class=msonormal style="MARGIN: 0in 0in 0pt"></P> <P class=msonormal style="MARGIN: 0in 0in 0pt"> </P> <P class=msonormal style="MARGIN: 0in 0in 0pt"> </P></div> </font><br /> <br><br><div>--- Original Message ---<BR>From: <(b) (6) ><BR>Received: 12/11/09 7:07:49 PM EST<BR>To: "TSA Contact Center" <[email protected]><BR>Subject: TSA Contact Us: Complaints<BR><BR>THIS GENERATED EMAIL HAS BEEN SENT FROM http://www.tsa.gov/contact/index.shtm<BR>-----------------------------------------------------------------------------------------------------------<BR>Remote Client IP: (b) (6) <BR>Date Time: 12/11/2009 1:55:32 PM<BR>-----------------------------------------------------------------------------------------------------------<BR><BR> <TABLE style="WIDTH: 750px" cellSpacing=1 cellPadding=3 border=2> <TBODY> <TR> <TD style="FONT-WEIGHT: bold; VERTICAL-ALIGN: top; WIDTH: 200px; TEXT-ALIGN: right">Name:</TD> <TD>(b) (6) </TD></TR> <TR> <TD style="FONT-WEIGHT: bold; VERTICAL-ALIGN: top; WIDTH: 200px; TEXT-ALIGN: right">Email:</TD> <TD>(b) (6) </TD></TR> <TR> <TD style="FONT-WEIGHT: bold; VERTICAL-ALIGN: top; WIDTH: 200px; TEXT-ALIGN: right">Complaints:</TD> <TD>Long Lines / Lengthy Wait at Checkpoint</TD></TR> <TR> <TD style="FONT-WEIGHT: bold; VERTICAL-ALIGN: top; WIDTH: 200px; TEXT-ALIGN: right">Flight Info (If applicable. Enter Flight#/Airline/Terminal/Airport/Gate/Etc):</TD> <TD>I fly three to four times a week and at most airports does a superior job and veryefficient. Will Rogers world Airport tsa is an atrocity the officers are lackadaisical they don't seem to want to work. There are always several tsa employees just standing around. It takes you 4 to 6 times longer to get through security as any other airport.</TD></TR> <TR> <TD style="FONT-WEIGHT: bold; VERTICAL-ALIGN: top; WIDTH: 200px; TEXT-ALIGN: right">Comments:</TD> <TD>See above</TD></TR></TBODY></TABLE></div> <BR><BR>------ TCC Control Number: ------<BR><<#408562-525347#>></body></html> END RECORD
CONTACT RECORD
EID: 51426855 Contact Type: Contact Date: 2009-12-14 10:16:28 Medium: EMAIL Contact Status: CLOSED Incident Date: Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: (b) (6) Subject: ISSUE, Re: TSA Contact Us: Complaints Body: No it was not. Something needs to be done on okc
Sent from iPhone
(b) (6) (b) (6) (b) (6)
On Dec 12, 2009, at 8:47 AM, "TSA-ContactCenter" <[email protected]> wrote:
Thank you for your email message expressing your concern regarding Transportation Security Officers (TSOs) standing around at the airport while you were waiting in line to be screened.
The Transportation Security Administration (TSA) uses a Screening Allocation Model to ensure that an appropriate number of TSOs are assigned to each airport based on operations and passenger loads. This model, which incorporates part-time employees, ensures that TSA has sufficient staff to handle peak periods of passenger volume while downsizing for slower periods. Studies conducted by TSA and by independent organizations such as the Government Accountability Office have found that the model has made scheduling of TSA screening officers much more effective and efficient. It is possible that the individuals you observed were newly hired and observing screening operations as part of their on-the-job training, or they could have just reported for duty and were awaiting the shift change.
We hope this information is helpful.
--- Original Message --From: <(b) (6) > Received: 12/11/09 7:07:49 PM EST To: "TSA Contact Center" <[email protected]> Subject: TSA Contact Us: Complaints THIS GENERATED EMAIL HAS BEEN SENT FROM <http://www.tsa.gov/contact/index.shtm> http://www.tsa.gov/contact/index.shtm -----------------------------------------------------------------------------------------------------------Remote Client IP: (b) (6) Date Time: 12/11/2009 1:55:32 PM ------------------------------------------------------------------------------------------------------------
Name: (b) (6) Email: (b) (6) Complaints: Long Lines / Lengthy Wait at Checkpoint Flight Info (If applicable. Enter Flight#/Airline/Terminal/Airport/Gate/Etc): I fly three to four times a week and at most airports does a superior job and veryefficient. Will Rogers world Airport tsa is an atrocity the officers are lackadaisical they don't seem to want to work. There are always several tsa employees just standing around. It takes you 4 to 6 times longer to get through security as any other airport. Comments: See above
------ TCC Control Number: -----<<#408562-525347#>> Agent Notes: Consumer Complaint BCC/CSM Response Consumer Complaint BCC/CSM Response, Fwd'd the email to the CSM at the OKC airport. (b) (6) Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) 12/14/2009 10:16:28 AM,(b) (6) 12/14/2009 10:17:20 AM,(b) (6) 3/22/2010 7:15:17 PM, Last Update Date: Opening Agent: Opened Date: 12/12/2009 2:42:12 PM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, Airline: Subject Category: Lengthy Wait- Long Lines - Lengthy Wait- Long Lines Interaction Type: COMPLAINT Response Email: From: Prior Vendor To:(b) (6) Subject: Re: TSA Contact Us: Complaints <<#408562-525347#>> Body: <html><head><style type="text/css">p {margin-bottom: 0; margin-top: 0;}</style></head><body bgcolor="#ffffff" style="background: #ffffff"> <font size="2"><div style="width:100%;word-wrap:break-word;font-family: Arial;color: #000000;"><P><FONT face=" Helvetica, sansserif,Arial">Thank you for your email message. We are sorry you were unhappy with your recent travel experience.</FONT> </P> <P> </P> <P><FONT face=" Helvetica, sans-serif,Arial">Because your complaint is regarding screening at OKC, we have forwarded a copy of your email to the Customer Service Manager at that airport. The Customer Service Manager is responsible for ensuring that the screener workforce adheres to TSA principles for professional processing.</FONT> </P> <P> </P> <P><FONT face=" Helvetica, sans-serif,Arial">We monitor the number and nature of complaints we receive to track trends and spot areas of concern that may require special attention. This ongoing process will enable us to ensure prompt, corrective action whenever we determine that security-screening policies need modification or specific employees or screener teams are the subjects of repeated
complaints.</FONT> </P> <P> </P> <P><FONT face=" Helvetica, sans-serif,Arial">Again, the TSA offers sincere apologies for the discomfort you experienced while traveling and encourage you to check the latest information at </FONT><FONT face=" Helvetica, sans-serif,Arial"><A href="http://www.tsa.gov/" shape=rect>www.tsa.gov</A></FONT><FONT face=" Helvetica, sans-serif,Arial">.</FONT> </P> <P> </P> <P><FONT face=" Helvetica, sans-serif,Arial">TSA Contact Center</FONT><FONT face=" Helvetica, sans-serif,Arial"><BR clear=none></FONT></P></div> </font><br /> <br><br><div>--- Original Message ---<BR>From: (b) (6) ><BR>Received: 12/12/09 2:42:10 PM EST<BR>To: "TSA Contact Center" <[email protected]><BR>Subject: Re: TSA Contact Us: Complaints<BR><BR> <DIV>No it was not. Something needs to be done on okc<BR><BR> <DIV>Sent from iPhone </DIV> <DIV><BR class=webkit-block-placeholder></DIV> <DIV>(b) (6) </DIV> <DIV>(b) (6) </DIV> <DIV>(b) (6) </DIV> <DIV> </DIV></DIV> <DIV><BR>On Dec 12, 2009, at 8:47 AM, "TSA-ContactCenter" <<A href="mailto:[email protected]">[email protected]</A>> wrote:<BR><BR></DIV> <DIV></DIV> <BLOCKQUOTE type="cite"> <DIV><FONT size=2> <DIV style="WIDTH: 100%; COLOR: #000000; FONT-FAMILY: Arial; WORD-WRAP: break-word"> <P class=msonormal style="MARGIN: 0in 0in 0pt"><SPAN><FONT face=Arial,sans-serif size=3>Thank you for your email message expressing your concern regarding Transportation Security Officers (TSOs) standing around at the airport while you were waiting in line to be screened.</FONT></SPAN> </P> <P class=msonormal style="MARGIN: 0in 0in 0pt"><SPAN><FONT face=Arial,sans-serif size=3> </FONT></SPAN> </P> <P class=msonormal style="MARGIN: 0in 0in 0pt"><SPAN><FONT face=Arial,sans-serif size=3>The Transportation Security Administration (TSA) uses a Screening Allocation Model to ensure that an appropriate number of TSOs are assigned to each airport based on operations and passenger loads. </FONT></SPAN><FONT face=Arial,sans-serif size=3><SPAN> </SPAN><SPAN>This model, which incorporates part-time employees, ensures that TSA has sufficient staff to handle peak periods of passenger volume while downsizing for slower periods. </SPAN><SPAN> </SPAN><SPAN>Studies conducted by TSA and by independent organizations such as the Government Accountability Office have found that the model has made scheduling of TSA screening officers much more effective and efficient.</SPAN><SPAN> </SPAN><SPAN>It is possible that the individuals you observed were newly hired and observing screening operations as part of their on-the-job training, or they could have just reported for duty and were awaiting the shift change.</SPAN></FONT> </P> <P class=msonormal style="MARGIN: 0in 0in 0pt"><SPAN><FONT face=Arial,sans-serif size=3> </FONT></SPAN> </P> <P class=msonormal style="MARGIN: 0in 0in 0pt"><SPAN><FONT face=Arial,sans-serif size=3>We hope this information is helpful.</FONT></SPAN> </P> <P class=msonormal style="MARGIN: 0in 0in 0pt"><SPAN><FONT face=Arial,sans-serif size=3> </FONT></SPAN> </P> <P class=msonormal style="MARGIN: 0in 0in 0pt"><SPAN><FONT face=Arial,sans-serif size=3> </FONT></SPAN> </P> <P class=msonormal style="MARGIN: 0in 0in 0pt"></P> <P class=msonormal style="MARGIN: 0in 0in 0pt"> </P> <P class=msonormal style="MARGIN: 0in 0in 0pt"> </P></DIV></FONT><BR><BR><BR> <DIV>--- Original Message ---<BR>From: <<A href="mailto:(b) (6) </A>><BR>Received: 12/11/09 7:07:49 PM EST<BR>To: "TSA Contact Center" <<A href="mailto:[email protected]">[email protected]</A>><BR>Subject: TSA Contact Us: Complaints<BR><BR>THIS GENERATED EMAIL HAS BEEN SENT FROM <A href="http://www.tsa.gov/contact/index.shtm"><A href="http://www.tsa.gov/contact/index.shtm">http://www.tsa.gov/contact/index.shtm</A></A><BR>-----------------------------------------------------------------------------------------------------------<BR>Remote Client IP: (b) (6) <BR>Date Time: 12/11/2009 1:55:32 PM<BR>-----------------------------------------------------------------------------------------------------------<BR><BR> <TABLE style="WIDTH: 750px" cellSpacing=1 cellPadding=3 border=2> <TBODY> <TR> <TD style="FONT-WEIGHT: bold; VERTICAL-ALIGN: top; WIDTH: 200px; TEXT-ALIGN: right">Name:</TD> <TD>(b) (6) </TD></TR> <TR> <TD style="FONT-WEIGHT: bold; VERTICAL-ALIGN: top; WIDTH: 200px; TEXT-ALIGN: right">Email:</TD> <TD><A href="mailto:(b) (6) </A></TD></TR> <TR> <TD style="FONT-WEIGHT: bold; VERTICAL-ALIGN: top; WIDTH: 200px; TEXT-ALIGN: right">Complaints:</TD> <TD>Long Lines / Lengthy Wait at Checkpoint</TD></TR> <TR> <TD style="FONT-WEIGHT: bold; VERTICAL-ALIGN: top; WIDTH: 200px; TEXT-ALIGN: right">Flight Info (If applicable. Enter Flight#/Airline/Terminal/Airport/Gate/Etc):</TD>
<TD>I fly three to four times a week and at most airports does a superior job and veryefficient. Will Rogers world Airport tsa is an atrocity the officers are lackadaisical they don't seem to want to work. There are always several tsa employees just standing around. It takes you 4 to 6 times longer to get through security as any other airport.</TD></TR> <TR> <TD style="FONT-WEIGHT: bold; VERTICAL-ALIGN: top; WIDTH: 200px; TEXT-ALIGN: right">Comments:</TD> <TD>See above</TD></TR></TBODY></TABLE></DIV><BR><BR>------ TCC Control Number: ------<BR><<#408562525347#>></DIV></BLOCKQUOTE></div> <BR><BR>------ TCC Control Number: ------<BR><<#408562-525347#>></body></html> END RECORD
CONTACT RECORD
EID: 51427560 Contact Type: Contact Date: 2009-12-14 14:33:04 Medium: EMAIL Contact Status: CLOSED Incident Date: Contact Prefix: Contact First Name: Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: (b) (6) Subject: ISSUE, TSA Contact Us: Employment with TSA Body: THIS GENERATED EMAIL HAS BEEN SENT FROM http://www.tsa.gov/contact/index.shtm -----------------------------------------------------------------------------------------------------------Remote Client IP: (b) (6) Date Time: 12/14/2009 1:37:40 AM ------------------------------------------------------------------------------------------------------------
(b) (6)
Inquiry for: Employment Status (You have already applied for a job with TSA) Name: (b) (6) Email: (b) (6) Comments:I have applied for announcement: HQ-OHC-09-193622, however, Forms 2811 and 2812 are required and I am unable to locate or access these required forms Agent Notes: HR ACCESS HELP DESK RESPONSE HR ACCESS HELP DESK RESPONSE, Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) 12/14/2009 2:33:04 PM,(b) (6) 12/14/2009 2:33:35 PM, Last Update Date: Opening Agent: Opened Date: 12/14/2009 11:39:55 AM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, Airline: Subject Category: Prospective Employees- Employment with TSA - Prospective Employees- Employment with TSA Interaction Type: COMPLAINT Response Email: From: Prior Vendor To: (b) (6) Subject: Re: TSA Contact Us: Employment with TSA <<#409193-526058#>> Body: <html><head><style type="text/css">p {margin-bottom: 0; margin-top: 0;}</style></head><body bgcolor="#ffffff" style="background: #ffffff"> <font size="2"><div style="width:100%;word-wrap:break-word;font-family: Arial;color: #000000;"><P><FONT face=" Times, serif,Times New Roman" size=3>Thank you for your e-mail regarding the Transportation Security Administration (TSA) Human Resources (HR) Access Help Desk.</FONT> </P>
<P> </P> <P><FONT face=" Times, serif,Times New Roman" size=3>If you are currently employed by TSA, you may call the HR Access Help Desk toll-free at (866) 274-6438. If you are interested in applying for a position with TSA or are a current applicant, please contact the HR Access Help Desk using the contact and availability information listed below.</FONT> </P> <P> </P> <P><FONT face=" Times, serif,Times New Roman" size=3>Contact Information:</FONT> </P> <P><FONT face=" Times, serif,Times New Roman" size=3>Telephone: (877) TSA-7990 ([877] 872-7990)</FONT><FONT face=" Times, serif,Times New Roman" size=3><BR clear=none></FONT><FONT face=" Times, serif,Times New Roman" size=3>Email: </FONT><FONT face=" Times, serif,Times New Roman" size=3><A href="mailto:[email protected]" shape=rect>[email protected]</A></FONT><BR clear=none><FONT face=" Times, serif,Times New Roman" size=3>Fax: (877) TSA-7993 ([877] 872-7993)</FONT><FONT face=" Times, serif,Times New Roman" size=3><BR clear=none></FONT><FONT face=" Times, serif,Times New Roman" size=3>TTY: (877) TSA-7992 ([877] 872-7992)</FONT><FONT face=" Times, serif,Times New Roman" size=3><BR clear=none></FONT><FONT face=" Times, serif,Times New Roman" size=3>Website: </FONT><FONT face=" Times, serif,Times New Roman" size=3><A href="https://hraccess.tsa.dhs.gov/" shape=rect>https://HRAccess.tsa.dhs.gov</A></FONT> </P> <P> </P> <P><FONT face=" Times, serif,Times New Roman" size=3>Those with hearing impairments should use the following toll-free number:</FONT><FONT face=" Times, serif,Times New Roman" size=3><BR clear=none></FONT><FONT face=" Times, serif,Times New Roman" size=3>(800) 887-5506.</FONT> </P> <P> </P> <P><FONT face=" Times, serif,Times New Roman" size=3>Availability:</FONT> </P> <P><FONT face=" Times, serif,Times New Roman" size=3>Monday through Friday 7:00 a.m. - 8:00 p.m. EDT</FONT><FONT face=" Times, serif,Times New Roman" size=3><BR clear=none></FONT><FONT face=" Times, serif,Times New Roman" size=3>Saturday 10:00 a.m. 3:00 p.m. EDT</FONT><FONT face=" Times, serif,Times New Roman" size=3><BR clear=none></FONT><FONT face=" Times, serif,Times New Roman" size=3>Sunday 12:00 a.m. - 4:00 p.m. EDT</FONT> </P> <P> </P> <P><FONT face=" Times, serif,Times New Roman" size=3>Mailing Address:</FONT> </P> <P><FONT face=" Times, serif,Times New Roman" size=3>Lockheed Martin</FONT><FONT face=" Times, serif,Times New Roman" size=3><BR clear=none></FONT><FONT face=" Times, serif,Times New Roman" size=3>Human Resources Service Center</FONT><FONT face=" Times, serif,Times New Roman" size=3><BR clear=none></FONT><FONT face=" Times, serif,Times New Roman" size=3>Metroplace One</FONT><FONT face=" Times, serif,Times New Roman" size=3><BR clear=none></FONT><FONT face=" Times, serif,Times New Roman" size=3>2650 Park Tower Drive, 2nd Floor</FONT><FONT face=" Times, serif,Times New Roman" size=3><BR clear=none></FONT><FONT face=" Times, serif,Times New Roman" size=3>Vienna, VA 22180-7300</FONT> </P> <P> </P> <P><FONT face=" Times, serif,Times New Roman" size=3>We hope this information is helpful.</FONT> </P> <P> </P> <P> </P> <P><FONT face=" Times, serif,Times New Roman" size=3>TSA Contact Center</FONT> </P></div> </font><br /> <br><br><div>--- Original Message ---<BR>From: <(b) (6) ><BR>Received: 12/14/09 11:39:47 AM EST<BR>To: "TSA Contact Center" <[email protected]><BR>Subject: TSA Contact Us: Employment with TSA<BR><BR>THIS GENERATED EMAIL HAS BEEN SENT FROM http://www.tsa.gov/contact/index.shtm<BR>-----------------------------------------------------------------------------------------------------------<BR>Remote Client IP: (b) (6) <BR>Date Time: 12/14/2009 1:37:40 AM<BR>-----------------------------------------------------------------------------------------------------------<BR><BR> <TABLE style="WIDTH: 750px" cellSpacing=1 cellPadding=3 border=2> <TBODY> <TR> <TD style="FONT-WEIGHT: bold; VERTICAL-ALIGN: top; WIDTH: 200px; TEXT-ALIGN: right">Inquiry for: </TD> <TD>Employment Status (You have already applied for a job with TSA)</TD></TR> <TR> <TD style="FONT-WEIGHT: bold; VERTICAL-ALIGN: top; WIDTH: 200px; TEXT-(b) (6) N: right">Name:</TD> <TD>(b) (6) /TD></TR> <TR> <TD style="FONT-WEIGHT: bold; VERTICAL-ALIGN: top; WIDTH: 200px; TEXT-ALIGN: right">Email:</TD> <TD>(b) (6) </TD></TR> <TR> <TD style="FONT-WEIGHT: bold; VERTICAL-ALIGN: top; WIDTH: 200px; TEXT-ALIGN: right">Comments:</TD> <TD>I have applied for announcement: HQ-OHC-09-193622, however, Forms 2811 and 2812 are required and I am unable to locate or access these required forms.</TD></TR></TBODY></TABLE></div> <BR><BR>------ TCC Control Number: ------<BR><<#409193-526058#>></body></html> END RECORD
CONTACT RECORD
EID: 51429691 Contact Type: Contact Date: 2009-12-15 16:28:38 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2009-12-15 16:33:00 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: (b) (6) Contact Address 2: Contact City:(b) (6) Contact State: Contact Zip: (b) (6) Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Caller stated that antique was missing from checked bags at OKC Body: Agent Notes: Provided caller with information on the claims process, and SF-95 mailed on 12/16/2009 Provided caller with information on the claims process, and SF-95 mailed on 12/16/2009 I gave caller the number to lost and found at OKC Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) 12/15/2009 4:34:40 PM, Last Update Date: Opening Agent: Opened Date: 12/15/2009 4:28:38 PM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, Airline: Subject Category: Claim Form Requests-Checked Bag - Claim Form Requests-Checked Bag Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 51431049 Contact Type: Contact Date: 2009-12-16 14:08:30 Medium: EMAIL Contact Status: CLOSED Incident Date: 2009-12-14 07:01:00 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: (b) (6) Subject: ISSUE, TSA Contact Us: Complaints Body: THIS GENERATED EMAIL HAS BEEN SENT FROM http://www.tsa.gov/contact/index.shtm -----------------------------------------------------------------------------------------------------------Remote Client IP:(b) (6) Date Time: 12/15/2009 6:27:49 PM ------------------------------------------------------------------------------------------------------------
Name: (b) (6) Email: (b) (6) Complaints:Damaged or Missing items in Checked or Carry-on Baggage Flight Info (If applicable. Enter Flight#/Airline/Terminal/Airport/Gate/Etc):SWA Flt 3001, Dec. 14, 2009 departing OKC 8:05 am for Burbank with transfer in Phoenix to Flt. 2048. Claim check number OKCK797838 Comments:As per TSA's "Notice of Baggage Inspection", my checked bag was inspected on 12/14/09 @7:01am in OKC. Now missing from that suitcase are 2 antique bottles- remembrances from my deceased uncle whose military funeral I was in OK to attend. These small bottles were wrapped in bubble wrap with a heavy sock pulled over each one. I can only assume from this, that TSA allows it's employees to help themselves to travelers' personal belongings as they see fit. The notice of inspection states that my baggage is subject to physical inspection by TSA employees to protect me and my fellow passengers. But who protects the traveler from these unsccrupulous TSA employees? I am absoultely disgusted that government employees can be allowed to get away with out and out thievery. I plan to contact everyone I can think of from my congressman and representative to consumer advocate groups to let them know of TSA's shoddy treatment of honest passengers Agent Notes: Retrieve Items & Claims Response Retrieve Items & Claims Response, Provided customer with OKC TSA Lost and Found number (405-680-3233). Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) 12/16/2009 2:08:30 PM,(b) (6) 12/16/2009 2:11:36 PM, Last Update Date: Opening Agent: Opened Date: 12/16/2009 12:06:29 PM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, BUR Burbank, CA, USA - Burbank Glendale Pasadena Airport, PHX Phoenix, AZ, USA - Sky Harbor International Airport, Airline: Southwest AirlinesSouthwest Airlines, Subject Category: Claim Form Requests - Missing items from Checked Baggage - Claim Form Requests - Missing items from Checked Baggage Interaction Type: COMPLAINT
Response Email: From: Prior Vendor To: (b) (6) Subject: Re: TSA Contact Us: Complaints <<#410100-527104#>> Body: <html><head><style type="text/css">p {margin-bottom: 0; margin-top: 0;}</style></head><body bgcolor="#ffffff" style="background: #ffffff"> <font size="2"><div style="width:100%;word-wrap:break-word;font-family: Arial;color: #000000;"><P>Thank you for your email message regarding the retrieval of lost items. <BR clear=none> <BR clear=none>Each airport establishes procedures for handling lost and found items. The Transportation Security Administration (TSA) follows those procedures where they exist. The airports in those instances are responsible for holding and disposing items under applicable local laws. Items, such as locks, tags, straps, and other external luggage pieces, are often lost or damaged as the baggage goes through the baggage handling equipment and may or may not have been found by airline/airport personnel. </P> <P> </P> <P>In an airport where no policy exists, found articles are collected, stored, and disposed of under General Services Administration rules. TSA is unable to identify and return all items, but may be able to locate and return items on a case-by-case basis. </P> <P> </P> <P><STRONG>We suggest you contact the airport (OKC) where your items were confiscated or lost at 405-6803233.</STRONG><BR clear=none> <BR clear=none>We work very hard to achieve consistency in the security processes. As we inspect screening operations at airports and receive feedback from the traveling public, we address inconsistencies and ensure corrective actions are taken, when necessary. We will continue to do all that we can to inspect screening operations and provide written procedures and training to specify how the process is to be applied.<BR clear=none> <BR clear=none>To file a claim, fill out the attached Standard Form 95 (claim form) in accordance with the instructions, and return it to the address in box #1. Please be sure to follow the instructions carefully, and to fill out the claim form completely. While use of the form is not mandatory, it will help you ensure that you meet the legal requirements for filing a claim. If you decide to file a claim, it will be processed in accordance with the Federal Tort Claims Act.<BR clear=none> <BR clear=none>Once the Claims Management Office has received your claim form, you will be sent a letter of acknowledgement and a claim number. You should keep the claim number for future reference when inquiring about your claim. TSA will try to resolve your claim as quickly as possible, but it may need time to make a further investigation of the facts. If TSA denies your claim, or has not finally resolved it within 6 months after you have filed it, you may have a right to bring your claim to court. <BR clear=none> <BR clear=none>You can also access claim forms online at the TSAGÇÖs Claims Management OfficeGÇÖs website at <A href="http://www.tsa.gov/travelers/customer/claims/index.shtm" shape=rect>www.tsa.gov/travelers/customer/claims/index.shtm</A>. This website also has information related to filing a claim, checking the status of a claim, and other claim-related issues. You can also access this website by clicking on the Claims Management Office link in the GÇ£Resource CenterGÇ¥ on TSAGÇÖs homepage at <A href="http://www.tsa.gov/" shape=rect>www.tsa.gov</A>. If you have additional questions related to the claims process, please contact the Claims Management Office at <A href="mailto:[email protected]" shape=rect>[email protected]</A>. <BR clear=none> <BR clear=none>TSA Contact Center<BR clear=none></P></div> </font><br /> <br><br><div>--- Original Message ---<BR>From: <(b) (6) ><BR>Received: 12/16/09 12:06:30 PM EST<BR>To: "TSA Contact Center" <[email protected]><BR>Subject: TSA Contact Us: Complaints<BR><BR>THIS GENERATED EMAIL HAS BEEN SENT FROM http://www.tsa.gov/contact/index.shtm<BR>-----------------------------------------------------------------------------------------------------------<BR>Remote Client IP: (b) (6) <BR>Date Time: 12/15/2009 6:27:49 PM<BR>-----------------------------------------------------------------------------------------------------------<BR><BR> <TABLE style="WIDTH: 750px" cellSpacing=1 cellPadding=3 border=2> <TBODY> <TR> <TD style="FONT-WEIGHT: bold; VERTICAL-ALIGN: top; WIDTH: 200px; TEXT-ALIGN: right">Name:</TD> <TD>(b) (6) </TD></TR> <TR> <TD style="FONT-WEIGHT: bold; VERTICAL-ALIGN: top; WIDTH: 200px; TEXT-ALIGN: right">Email:</TD> <TD>(b) (6) </TD></TR> <TR> <TD style="FONT-WEIGHT: bold; VERTICAL-ALIGN: top; WIDTH: 200px; TEXT-ALIGN: right">Complaints:</TD> <TD>Damaged or Missing items in Checked or Carry-on Baggage</TD></TR> <TR> <TD style="FONT-WEIGHT: bold; VERTICAL-ALIGN: top; WIDTH: 200px; TEXT-ALIGN: right">Flight Info (If applicable. Enter Flight#/Airline/Terminal/Airport/Gate/Etc):</TD> <TD>SWA Flt 3001, Dec. 14, 2009 departing OKC 8:05 am for Burbank with transfer in Phoenix to Flt. 2048. Claim check number OKCK797838</TD></TR> <TR> <TD style="FONT-WEIGHT: bold; VERTICAL-ALIGN: top; WIDTH: 200px; TEXT-ALIGN: right">Comments:</TD> <TD>As per TSA's "Notice of Baggage Inspection", my checked bag was inspected on 12/14/09 @7:01am in OKC. Now missing from that suitcase are 2 antique bottles- remembrances from my deceased uncle whose military funeral I was in OK to attend. These small bottles were wrapped in bubble wrap with a heavy sock pulled over each one. I can only assume from this, that TSA allows it's employees to
help themselves to travelers' personal belongings as they see fit. The notice of inspection states that my baggage is subject to physical inspection by TSA employees to protect me and my fellow passengers. But who protects the traveler from these unsccrupulous TSA employees? I am absoultely disgusted that government employees can be allowed to get away with out and out thievery. I plan to contact everyone I can think of from my congressman and representative to consumer advocate groups to let them know of TSA's shoddy treatment of honest passengers.</TD></TR></TBODY></TABLE></div> <BR><BR>------ TCC Control Number: ------<BR><<#410100-527104#>></body></html> END RECORD
CONTACT RECORD
EID: 51431995 Contact Type: Contact Date: 2009-12-16 23:24:27 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2009-12-16 23:23:00 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Caller says that his bag was cut after it was inspected by TSA. Body: Agent Notes: Provided caller with information on the claims process, and SF-95 on the TSA.gov website. Provided caller with information on the claims process, and SF-95 on the TSA.gov website. Notice of Inspection was left. Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) 12/16/2009 11:32:03 PM, Last Update Date: Opening Agent: Opened Date: 12/16/2009 11:24:27 PM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, HOU Houston, TX, USA - Houston Hobby Airport, MSY New Orleans, LA, USA - Moisant International Airport, Airline: Southwest AirlinesSouthwest Airlines, Subject Category: Claim Form Requests-Checked Bag - Claim Form Requests-Checked Bag Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 51432029 Contact Type: Contact Date: 2009-12-17 00:33:46 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2009-12-16 12:38:00 Contact Prefix: Ms. Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: (b) (6) is calling about her daughter who just arrived on frontier, she is reporting that elmers spray adhesive and rubber cement was confiscated. Body: Agent Notes: Advised caller that there are no provisions for returning banned (prohibited) items. Each airport/airline establishes procedures for handling lost and found items. TSA follows those procedures where they exist. The airports/airlines in those instances are responsible for holding and disposing of items under applicable local laws. Advised caller that there are no provisions for returning banned (prohibited) items. Each airport/airline establishes procedures for handling lost and found items. TSA follows those procedures where they exist. The airports/airlines in those instances are responsible for holding and disposing of items under applicable local laws. Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) 12/17/2009 12:40:55 AM, Last Update Date: Opening Agent: Opened Date: 12/17/2009 12:33:46 AM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, Airline: Frontier Airlines (present)Frontier Airlines (present), Subject Category: Voluntarily Abandoned Property- Retrieving Abandoned/Confiscated Items - Voluntarily Abandoned PropertyRetrieving Abandoned/Confiscated Items Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 51435592 Contact Type: Contact Date: 2009-12-20 00:05:59 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2009-12-20 16:20:00 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Caller stated that her picture frames were damaged in checked luggage @ OKC Body: Agent Notes: Offered caller claim form to seek reimbursement for damage Offered caller claim form to seek reimbursement for damage Notice of bag inspection yes Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) 12/20/2009 12:10:20 AM, Last Update Date: Opening Agent: Opened Date: 12/20/2009 12:05:59 AM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, Airline: Frontier Airlines (present)Frontier Airlines (present), Subject Category: Mishandling of Passengers Property - Damaged Items- Carry-on Baggage - Mishandling of Passengers Property Damaged Items- Carry-on Baggage Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 51435866 Contact Type: Contact Date: 2009-12-20 13:45:54 Medium: TELEPHONE Contact Status: CLOSED Incident Date: Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Caller stated he is missing a Lap top from checked bag@(OKC). Body: Agent Notes: Provided Lost and Found information to caller for (OKC). Claim form offered. Provided Lost and Found information to caller for (OKC). Claim form offered. NOI yes Flight# 4613 Baggage Tag # 5006BL062204 Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) 12/20/2009 1:57:27 PM,(b) (6) 2/14/2010 4:58:50 PM, Last Update Date: Opening Agent: Opened Date: 12/20/2009 1:45:54 PM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, SLC Salt Lake City, UT, USA - Salt Lake City International Arpt, Airline: Skywest AirlinesSkywest Airlines, Subject Category: Claim Form Requests - Missing items from Checked Baggage - Claim Form Requests - Missing items from Checked Baggage Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 51437357 Contact Type: Contact Date: 2009-12-21 18:26:41 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2009-12-16 19:00:00 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Caller stated there was an ipod missing from her check luggage. Body: Agent Notes: Provided Lost and Found information to caller and walked caller through website for claims information Provided Lost and Found information to caller and walked caller through website for claims information Caller stated that there was a NOI in her luggage. Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) 12/21/2009 6:37:49 PM, Last Update Date: Opening Agent: Opened Date: 12/21/2009 6:26:41 PM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, Airline: Southwest AirlinesSouthwest Airlines, Subject Category: Claim Form Requests - Missing items from Checked Baggage - Claim Form Requests - Missing items from Checked Baggage Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 51437539 Contact Type: Contact Date: 2009-12-21 20:43:21 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2009-12-20 20:44:00 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: (b) (6) metal parts in his checked bag were placed on top of his mugs and CDs, which caused them to break. The caller also has a notice of bag inspection. Body: Agent Notes: Advised caller we would note issue, and an FYI will be sent to the CSM at that airport who oversees the screening operation. Offered a claim form. Advised caller we would note issue, and an FYI will be sent to the CSM at that airport who oversees the screening operation. Offered a claim form. Flight DL 4613, Baggage tag 5006 DL 052416, Check-in time: 7:02 AM Follow Up: (b) (6) metal parts in his checked bag were placed on top of his mugs and CDs, which caused them to break. The caller also has a notice of bag inspection. Therefore, the caller has asked that TSA exercises more care when inspecting luggage. To TSOC Date: From TSOC Date: Last Updated By: (b) (6) 12/21/2009 8:52:36 PM,(b) (6) 12/21/2009 8:52:43 PM, Last Update Date: Opening Agent: Opened Date: 12/21/2009 8:43:21 PM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, Airline: Delta Air Lines -¬Delta Air Lines -¬, Subject Category: Mishandling of Passengers Property - Disarrayed Carry-on/Checked Baggage - Mishandling of Passengers Property Disarrayed Carry-on/Checked Baggage Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 51447886 Contact Type: Contact Date: 2009-12-29 00:52:23 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2009-12-27 09:35:00 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Items (several thumb drives) missing from checked bag@ OKC. Body: Agent Notes: Provided Lost and Found information to caller and provided claims information from tsa.gov. Provided Lost and Found information to caller and provided claims information from tsa.gov. There was a NOI in the baggage. Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) 12/29/2009 12:55:59 AM, Last Update Date: Opening Agent: Opened Date: 12/29/2009 12:52:23 AM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, LAX Los Angeles, CA, USA - Los Angeles Intl Airport, Airline: United Airlines -¬United Airlines -¬, Subject Category: Claim Form Requests - Missing items from Checked Baggage - Claim Form Requests - Missing items from Checked Baggage Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 51456727 Contact Type: Contact Date: 2010-01-02 15:24:00 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2009-12-26 15:23:00 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Caller wants to report that their TSA accepted lock is missing after traveling through (OKC), Body: Agent Notes: SF-95 form provided by website SF-95 form provided by websiteSF-95 form provided by website Notice of baggage inspection Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) 1/2/2010 3:30:46 PM,(b) (6) 1/11/2010 7:44:47 PM, Last Update Date: Opening Agent: Opened Date: 1/2/2010 3:24:00 PM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, Airline: Southwest AirlinesSouthwest Airlines, Subject Category: TSA Accepted Locks - Missing or Damaged - TSA Accepted Locks - Missing or Damaged Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 51459501 Contact Type: Contact Date: 2010-01-09 10:00:28 Medium: EMAIL Contact Status: CLOSED Incident Date: 2009-12-30 10:00:00 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: (b) (6) Subject: ISSUE, TSA Contact Us: Compliments or Suggestions Body: THIS GENERATED EMAIL HAS BEEN SENT FROM http://www.tsa.gov/contact/index.shtm -----------------------------------------------------------------------------------------------------------Remote Client IP: (b) (6) Date Time: 1/3/2010 1:53:02 PM ------------------------------------------------------------------------------------------------------------
Subject:Suggestions Name: (b) (6) Email: (b) (6) Comments:On Dec. 30th I flew from OKC (flight 3950) to Denver to Oakland. I understand the need to search luggage and don't mind except when things don't make it back into my luggage as happened on Dec. 30th. It wasn't anything expensive but, if they take little things how long will it be before more expensive things disappear. When I checked the notice of baggage inspection, there was no identification or employee #. The absence of the I.D. # only encourages some people to see what they can get away with. There is a need to be able to check on the people who check the luggage Agent Notes: Retrieve Items & Claims Response Retrieve Items & Claims Response, Provided customer with OKC TSA Lost and Found number (405-680-3233). Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) 1/9/2010 10:02:04 AM, Last Update Date: Opening Agent: Opened Date: 1/4/2010 1:14:56 PM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, DEN Denver, CO, USA - Denver International, OAK Oakland, CA, USA - Metropolitan Oakland Intl Apt, Airline: Subject Category: Claim Form Requests - Missing items from Checked Baggage - Claim Form Requests - Missing items from Checked Baggage Interaction Type: COMPLAINT Response Email: From: Prior Vendor To: (b) (6) Subject: Re: TSA Contact Us: Compliments or Suggestions <<#418641-536967#>>
Body: <html><head><style type="text/css">p {margin-bottom: 0; margin-top: 0;}</style></head><body bgcolor="#ffffff" style="background: #ffffff"> <font size="2"><div style="width:100%;word-wrap:break-word;font-family: Arial;color: #000000;"><P>Thank you for your email message regarding the retrieval of lost items. <BR clear=none> <BR clear=none>Each airport establishes procedures for handling lost and found items. The Transportation Security Administration (TSA) follows those procedures where they exist. The airports in those instances are responsible for holding and disposing items under applicable local laws. Items, such as locks, tags, straps, and other external luggage pieces, are often lost or damaged as the baggage goes through the baggage handling equipment and may or may not have been found by airline/airport personnel. </P> <P> </P> <P>In an airport where no policy exists, found articles are collected, stored, and disposed of under General Services Administration rules. TSA is unable to identify and return all items, but may be able to locate and return items on a case-by-case basis. </P> <P> </P> <P><STRONG>We suggest you contact the airport (OKC) where your items were confiscated or lost at 405-680-3233.</STRONG><BR clear=none> <BR clear=none>We work very hard to achieve consistency in the security processes. As we inspect screening operations at airports and receive feedback from the traveling public, we address inconsistencies and ensure corrective actions are taken, when necessary. We will continue to do all that we can to inspect screening operations and provide written procedures and training to specify how the process is to be applied.<BR clear=none> <BR clear=none>To file a claim, fill out the attached Standard Form 95 (claim form) in accordance with the instructions, and return it to the address in box #1. Please be sure to follow the instructions carefully, and to fill out the claim form completely. While use of the form is not mandatory, it will help you ensure that you meet the legal requirements for filing a claim. If you decide to file a claim, it will be processed in accordance with the Federal Tort Claims Act.<BR clear=none> <BR clear=none>Once the Claims Management Office has received your claim form, you will be sent a letter of acknowledgement and a claim number. You should keep the claim number for future reference when inquiring about your claim. TSA will try to resolve your claim as quickly as possible, but it may need time to make a further investigation of the facts. If TSA denies your claim, or has not finally resolved it within 6 months after you have filed it, you may have a right to bring your claim to court. <BR clear=none> <BR clear=none>You can also access claim forms online at the TSAGÇÖs Claims Management OfficeGÇÖs website at <A href="http://www.tsa.gov/travelers/customer/claims/index.shtm" shape=rect>www.tsa.gov/travelers/customer/claims/index.shtm</A>. This website also has information related to filing a claim, checking the status of a claim, and other claim-related issues. You can also access this website by clicking on the Claims Management Office link in the GÇ£Resource CenterGÇ¥ on TSAGÇÖs homepage at <A href="http://www.tsa.gov/" shape=rect>www.tsa.gov</A>. If you have additional questions related to the claims process, please contact the Claims Management Office at <A href="mailto:[email protected]" shape=rect>[email protected]</A>. <BR clear=none> <BR clear=none>TSA Contact Center<BR clear=none></P></div> </font><br /> <br><br><div>--- Original Message ---<BR>From: <(b) (6) ><BR>Received: 1/4/10 1:14:53 PM EST<BR>To: "TSA Contact Center" <[email protected]><BR>Subject: TSA Contact Us: Compliments or Suggestions<BR><BR>THIS GENERATED EMAIL HAS BEEN SENT FROM http://www.tsa.gov/contact/index.shtm<BR>-----------------------------------------------------------------------------------------------------------<BR>Remote Client IP: (b) (6) <BR>Date Time: 1/3/2010 1:53:02 PM<BR>-----------------------------------------------------------------------------------------------------------<BR><BR> <TABLE style="WIDTH: 750px" border=2 cellSpacing=1 cellPadding=3> <TBODY> <TR> <TD style="TEXT-ALIGN: right; WIDTH: 200px; VERTICAL-ALIGN: top; FONT-WEIGHT: bold">Subject:</TD> <TD>Suggestions</TD></TR> <TR> <TD style="TEXT-ALIGN: right; WIDTH: 200px; VERTICAL-ALIGN: top; FONT-WEIGHT: bold">Name:</TD> <TD>(b) (6) </TD></TR> <TR> <TD style="TEXT-ALIGN: right; WIDTH: 200px; VERTICAL-ALIGN: top; FONT-WEIGHT: bold">Email:</TD> <TD>(b) (6) t</TD></TR> <TR> <TD style="TEXT-ALIGN: right; WIDTH: 200px; VERTICAL-ALIGN: top; FONT-WEIGHT: bold">Comments:</TD> <TD>On Dec. 30th I flew from OKC (flight 3950) to Denver to Oakland. I understand the need to search luggage and don't mind except when things don't make it back into my luggage as happened on Dec. 30th. It wasn't anything expensive but, if they take little things how long will it be before more expensive things disappear. When I checked the notice of baggage inspection, there was no identification or employee #. The absence of the I.D. # only encourages some people to see what they can get away with. There is a need to be able to check on the people who check the luggage.</TD></TR></TBODY></TABLE></div> <BR><BR>------ TCC Control Number: ------<BR><<#418641-536967#>></body></html> END RECORD
CONTACT RECORD
EID: 51464140 Contact Type: Contact Date: 2010-01-06 22:00:52 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2010-01-06 12:45:00 Contact Prefix: (b) (6) Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: (b) (6) Contact Address 2: Contact City: (b) (6) Contact State: (b) (6) Contact Zip: (b) (6) Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Items (torn luggage) damaged in checked bag @ (OKC). Enter date claim form was mailed., 1/6/2009 Body: Agent Notes: Provided caller with information on the claims process, and SF-95 mailed on (1/6/2009) Provided caller with information on the claims process, and SF-95 mailed on (1/6/2009) Caller did not had a notice of bag inspection Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) 1/6/2010 10:07:15 PM, Last Update Date: Opening Agent: Opened Date: 1/6/2010 10:00:52 PM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, HOU Houston, TX, USA - Houston Hobby Airport, Airline: Continental Airlines (present) -¬Continental Airlines (present) -¬, Subject Category: Claim Form Requests-Checked Bag - Claim Form Requests-Checked Bag Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 51486947 Contact Type: Contact Date: 2010-01-14 15:32:42 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2010-01-13 13:00:00 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Items (MP3 player) is missing from checked bag @ OKC. Body: Agent Notes: Offered to provide Lost and Found information to caller and provided caller with claims information. Offered to provide Lost and Found information to caller and provided caller with claims information. NOI was located in luggage
Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Opening Agent: Opened Date: 1/14/2010 3:32:42 PM Linked Event IDs:
1/14/2010 3:36:55 PM,
Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, Airline: Delta Air Lines -¬Delta Air Lines -¬, Subject Category: Claim Form Requests - Missing items from Checked Baggage - Claim Form Requests - Missing items from Checked Baggage Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 51491131 Contact Type: Contact Date: 2010-01-17 19:32:10 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2010-01-16 14:27:00 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Items (documents) missing from checked bag@OKC. Claim form will be downloaded Body: Agent Notes: Provided Lost and Found information to caller and SF-95 form will be downloaded Provided Lost and Found information to caller and SF-95 form will be downloaded Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) 1/17/2010 7:39:06 PM, Last Update Date: Opening Agent: Opened Date: 1/17/2010 7:32:10 PM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, Airline: United Airlines -¬United Airlines -¬, Subject Category: Claim Form Requests - Missing items from Checked Baggage - Claim Form Requests - Missing items from Checked Baggage Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 51506938 Contact Type: Contact Date: 2010-01-26 20:39:01 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2010-01-24 16:00:00 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Items (UGS shoes & tools) missing from checked bag @ OKC. Walked caller through website for claim form. Body: Agent Notes: Provided Lost and Found information to caller and walked caller through website for claim form. Provided Lost and Found information to caller and walked caller through website for claim form. NOI: Yes Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) 1/26/2010 8:48:43 PM, Last Update Date: Opening Agent: Opened Date: 1/26/2010 8:39:01 PM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, Airline: United Airlines -¬United Airlines -¬, Subject Category: Claim Form Requests - Missing items from Checked Baggage - Claim Form Requests - Missing items from Checked Baggage Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 51525684 Contact Type: Contact Date: 2010-02-09 16:59:27 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2010-02-09 17:02:00 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Caller had items missing from checked bags at OKC Body: Agent Notes: Provided caller with information on the claims process, Provided caller with information on the claims process, Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) 2/9/2010 5:03:48 PM, Last Update Date: Opening Agent: Opened Date: 2/9/2010 4:59:27 PM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, DEN Denver, CO, USA - Denver International, Airline: Subject Category: Claim Form Requests-Checked Bag - Claim Form Requests-Checked Bag Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 51531428 Contact Type: Contact Date: 2010-02-15 11:19:56 Medium: EMAIL Contact Status: CLOSED Incident Date: Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: (b) (6) Subject: ISSUE, TSA Contact Us: Complaints Body: THIS GENERATED EMAIL HAS BEEN SENT FROM http://www.tsa.gov/contact/index.shtm -----------------------------------------------------------------------------------------------------------Remote Client IP: (b) (6) Date Time: 2/9/2010 6:41:24 PM ------------------------------------------------------------------------------------------------------------
Name: (b) (6) Email: (b) (6) m Complaints:Items Not Permitted Through the Security Checkpoint Flight Info (If applicable. Enter Flight#/Airline/Terminal/Airport/Gate/Etc):United Airline # 419 leaving oklahoma city to Denver on Feb 3rd Comments:Hi. I flew out of oklahoma city to denver colorado on united airline flight419 on feb the 3rd. some of my personal hygiene items were taken out of my bag and was not placed in our checked bag as promised. I want those items back. thank you Agent Notes: Retrieve Items & Claims Response Retrieve Items & Claims Response, Provided the number to the OKC (405-680-3233) TSA L&F. Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) 2/15/2010 11:19:56 AM,(b) (6) 2/15/2010 11:22:01 AM, Last Update Date: Opening Agent: Opened Date: 2/12/2010 1:07:30 PM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, DEN Denver, CO, USA - Denver International, Airline: United Airlines -¬United Airlines -¬, Subject Category: Claim Form Requests - Missing items from Checked Baggage - Claim Form Requests - Missing items from Checked Baggage Interaction Type: COMPLAINT Response Email: From: Prior Vendor To: (b) (6) Subject: Re: TSA Contact Us: Complaints <<#439210-560418#>> Body: <html><head><style type="text/css">p {margin-bottom: 0; margin-top: 0;}</style></head><body bgcolor="#ffffff" style="background:
#ffffff"> <font size="2"><div style="width:100%;word-wrap:break-word;font-family: Arial;color: #000000;"><P>Thank you for your email message regarding the retrieval of lost items. <BR clear=none> <BR clear=none>Each airport establishes procedures for handling lost and found items. The Transportation Security Administration (TSA) follows those procedures where they exist. The airports in those instances are responsible for holding and disposing items under applicable local laws. Items, such as locks, tags, straps, and other external luggage pieces, are often lost or damaged as the baggage goes through the baggage handling equipment and may or may not have been found by airline/airport personnel. </P> <P> </P> <P>In an airport where no policy exists, found articles are collected, stored, and disposed of under General Services Administration rules. TSA is unable to identify and return all items, but may be able to locate and return items on a case-by-case basis. We suggest you contact the </P> <P><U><STRONG>OKC (405-680-3233) TSA L&F</STRONG></U> where your items were confiscated or lost.<BR clear=none> <BR clear=none>We work very hard to achieve consistency in the security processes. As we inspect screening operations at airports and receive feedback from the traveling public, we address inconsistencies and ensure corrective actions are taken, when necessary. We will continue to do all that we can to inspect screening operations and provide written procedures and training to specify how the process is to be applied.<BR clear=none> <BR clear=none>To file a claim, fill out the attached Standard Form 95 (claim form) in accordance with the instructions, and return it to the address in box #1. Please be sure to follow the instructions carefully, and to fill out the claim form completely. While use of the form is not mandatory, it will help you ensure that you meet the legal requirements for filing a claim. If you decide to file a claim, it will be processed in accordance with the Federal Tort Claims Act.<BR clear=none> <BR clear=none>Once the Claims Management Office has received your claim form, you will be sent a letter of acknowledgement and a claim number. You should keep the claim number for future reference when inquiring about your claim. TSA will try to resolve your claim as quickly as possible, but it may need time to make a further investigation of the facts. If TSA denies your claim, or has not finally resolved it within 6 months after you have filed it, you may have a right to bring your claim to court. <BR clear=none> <BR clear=none>You can also access claim forms online at the TSAGÇÖs Claims Management OfficeGÇÖs website at <A href="http://www.tsa.gov/travelers/customer/claims/index.shtm" shape=rect>www.tsa.gov/travelers/customer/claims/index.shtm</A>. This website also has information related to filing a claim, checking the status of a claim, and other claim-related issues. You can also access this website by clicking on the Claims Management Office link in the GÇ£Resource CenterGÇ¥ on TSAGÇÖs homepage at <A href="http://www.tsa.gov/" shape=rect>www.tsa.gov</A>. If you have additional questions related to the claims process, please contact the Claims Management Office at <A href="mailto:[email protected]" shape=rect>[email protected]</A>. <BR clear=none> <BR clear=none>TSA Contact Center<BR clear=none></P></div> </font><br /> <br><br><div>--- Original Message ---<BR>From: <(b) (6) ><BR>Received: 2/12/10 1:07:31 PM EST<BR>To: "TSA Contact Center" <[email protected]><BR>Subject: TSA Contact Us: Complaints<BR><BR>THIS GENERATED EMAIL HAS BEEN SENT FROM http://www.tsa.gov/contact/index.shtm<BR>-----------------------------------------------------------------------------------------------------------<BR>Remote Client IP: (b) (6) <BR>Date Time: 2/9/2010 6:41:24 PM<BR>-----------------------------------------------------------------------------------------------------------<BR><BR> <TABLE style="WIDTH: 750px" border=2 cellSpacing=1 cellPadding=3> <TBODY> <TR> <TD style="TEXT-ALIGN: right; WIDTH: 200px; VERTICAL-ALIGN: top; FONT-WEIGHT: bold">Name:</TD> <TD>(b) (6) </TD></TR> <TR> <TD style="TEXT-ALIGN: right; WIDTH: 200px; VERTICAL-ALIGN: top; FONT-WEIGHT: bold">Email:</TD> <TD(b) (6) </TD></TR> <TR> <TD style="TEXT-ALIGN: right; WIDTH: 200px; VERTICAL-ALIGN: top; FONT-WEIGHT: bold">Complaints:</TD> <TD>Items Not Permitted Through the Security Checkpoint</TD></TR> <TR> <TD style="TEXT-ALIGN: right; WIDTH: 200px; VERTICAL-ALIGN: top; FONT-WEIGHT: bold">Flight Info (If applicable. Enter Flight#/Airline/Terminal/Airport/Gate/Etc):</TD> <TD>United Airline # 419<BR>leaving oklahoma city to Denver on Feb 3rd</TD></TR> <TR> <TD style="TEXT-ALIGN: right; WIDTH: 200px; VERTICAL-ALIGN: top; FONT-WEIGHT: bold">Comments:</TD> <TD>Hi. I flew out of oklahoma city to denver colorado on united airline flight419 on feb the 3rd. some of my personal hygiene items were taken out of my bag and was not placed in our checked bag as promised. I want those items back. thank you</TD></TR></TBODY></TABLE></div> <BR><BR>------ TCC Control Number: ------<BR><<#439210-560418#>></body></html> END RECORD
CONTACT RECORD
EID: 51541254 Contact Type: Contact Date: 2010-02-19 22:18:14 Medium: EMAIL Contact Status: CLOSED Incident Date: Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: (b) (6) Subject: ISSUE, my luggage Body: To whom it may concern, On February 10, 2010 my suitcase was inspected at Oklahoma City Will Rogers Airport. As I was moving abroad for a year I had some of my precious keepsakes in the suitcase, some of which were breakable. In order to secure these items I had them wrapped in clothing and placed in the middle of the suitcase. I have transported items in this fashion before and never had any problems. When your officers decided to open my suitcase with no warranted reason and without my knowledge or presence they unpacked it in its entirety. Acting in complete disregard for my belongings they repacked the bag placing my precious breakables on the very bottom with absolutely no padding. Having arrived at my final destination I opened my bag to find them completely shattered. This is unacceptable! My bag should NOT have been opened without my presence. I cannot believe that in your quest to "protect my fellow passengers and I" you believe that it is okay to disregard my civil liberties as an American citizen. I repeat, I SHOULD HAVE BEEN PRESENT FOR THE SEARCH. In this case, I could have insured that the bag would be properly repacked and that my belongings would be transported without harm. I have no criminal record nor was there any indication that I had any illegal substances in my suitcase. The search was completely illegitimate. I expect some sort of repayment for the harm which has been inflicted upon me with absolutely no cause. Wether this comes in the form of a monetary payment or as a voucher for a free flight in the future is your choice. But something better be done. Please get back to me promptly. Regards,
(b) (6)
Agent Notes: General Complaint w/Claim Response General Complaint w/Claim Response, Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) 2/19/2010 10:18:14 PM,(b) (6) 2/19/2010 10:31:26 PM, Last Update Date: Opening Agent: Opened Date: 2/19/2010 7:24:11 PM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, Airline: Subject Category: Mishandling of Passengers Property - Disarrayed Carry-on/Checked Baggage - Mishandling of Passengers Property Disarrayed Carry-on/Checked Baggage Interaction Type: COMPLAINT Response Email: From: Prior Vendor To: (b) (6) Subject: Re: my luggage <<#443269-565030#>>
Body: <html><head><style type="text/css">p {margin-bottom: 0; margin-top: 0;}</style></head><body bgcolor="#ffffff" style="background: #ffffff"> <font size="2"><div style="width:100%;word-wrap:break-word;font-family: Arial;color: #000000;"><P><FONT size=3>Thank you for your e-mail concerning your travel experience. <BR clear=none> <BR clear=none>Enhanced security measures require that all checked baggage undergo some form of screening for prohibited items. Physical search of the luggage is required to clear every alarm. Transportation Security Administration (TSA) screeners should exercise great care during the screening process to ensure that passengers' belongings are returned and not damaged when a bag needs to be opened. We regret if these high standards were not met.<BR clear=none> <BR clear=none>We monitor the number and nature of complaints we receive to track trends and spot areas of concern that may require special attention. This ongoing process will enable us to ensure prompt, corrective action whenever we determine that security screening policies need modification or specific employees or screener teams are the subject of repeated complaints.<BR clear=none> <BR clear=none>TSA is responsible for reviewing all claims relating to the screening of passengers and their baggage. To protect your rights under federal law and to file a valid claim, you must send your claim in writing to TSA, stating the circumstances of the loss and the exact amount you are claiming (fair market value of lost or destroyed property, reasonable cost of repair for damaged property), within 2 years after your claim accrued. The claim must be signed by you or your authorized representative (e.g., an attorney or other personal representative with appropriate proof of authority). <BR clear=none> <BR clear=none>To file a claim, fill out the attached Standard Form 95 (claim form) in accordance with the instructions, and return it to the address in box #1. Please be sure to follow the instructions carefully, and to fill out the claim form completely. While use of the form is not mandatory, it will help you ensure that you meet the legal requirements for filing a claim. If you decide to file a claim, it will be processed in accordance with the Federal Tort Claims Act.<BR clear=none> <BR clear=none>Once the Claims Management Office has received your claim form, you will be sent a letter of acknowledgement and a claim number. You should keep the claim number for future reference when inquiring about your claim. TSA will try to resolve your claim as quickly as possible, but it may need time to make a further investigation of the facts. If TSA denies your claim, or has not finally resolved it within 6 months after you have filed it, you may have a right to bring your claim to court. <BR clear=none> <BR clear=none>You can also access claim forms online at the TSAGÇÖs Claims Management OfficeGÇÖs website at <A href="http://www.tsa.gov/travelers/customer/claims/index.shtm" shape=rect>www.tsa.gov/travelers/customer/claims/index.shtm</A>. This website also has information related to filing a claim, checking the status of a claim, and other claim-related issues. You can also access this website by clicking on the Claims Management Office link in the GÇ£Resource CenterGÇ¥ on TSAGÇÖs homepage at <A href="http://www.tsa.gov/" shape=rect>www.tsa.gov</A>. If you have additional questions related to the claims process, please contact the Claims Management Office at <A href="mailto:[email protected]" shape=rect>[email protected]</A>. </FONT></P> <P> </P> <P><FONT size=3> </FONT> </P> <P><FONT size=3>TSA Contact Center</FONT> </P> <P><BR clear=none> </P></div> </font><br /> <br><br><div>--- Original Message ---<BR>From: (b) (6) ><BR>Received: 2/19/10 7:24:11 PM EST<BR>To: "TSA Contact Center" <[email protected]><BR>Subject: my luggage<BR><BR>To whom it may concern, <DIV><BR></DIV> <DIV>On February 10, 2010 my suitcase was inspected at Oklahoma City Will Rogers Airport. As I was moving abroad for a year I had some of my precious keepsakes in the suitcase, some of which were breakable. In order to secure these items I had them wrapped in clothing and placed in the middle of the suitcase. I have transported items in this fashion before and never had any problems. When your officers decided to open my suitcase with no warranted reason and without my knowledge or presence they unpacked it in its entirety. Acting in complete disregard for my belongings they repacked the bag placing my precious breakables on the very bottom with absolutely no padding. Having arrived at my final destination I opened my bag to find them completely shattered. This is unacceptable! My bag should NOT have been opened without my presence. I cannot believe that in your quest to "protect my fellow passengers and I" you believe that it is okay to disregard my civil liberties as an American citizen. I repeat, I SHOULD HAVE BEEN PRESENT FOR THE SEARCH. In this case, I could have insured that the bag would be properly repacked and that my belongings would be transported without harm. I have no criminal record nor was there any indication that I had any illegal substances in my suitcase. The search was completely illegitimate. I expect some sort of repayment for the harm which has been inflicted upon me with absolutely no cause. Wether this comes in the form of a monetary payment or as a voucher for a free flight in the future is your choice. But something better be done. Please get back to me promptly.</DIV> <DIV><BR></DIV> <DIV>Regards,</DIV> <DIV>(b) (6) </DIV></div> <BR><BR>------ TCC Control Number: ------<BR><<#443269-565030#>></body></html> END RECORD
CONTACT RECORD
EID: 51546517 Contact Type: Contact Date: 2010-02-23 17:46:31 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2010-02-23 18:00:00 Contact Prefix: (b) (6) Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Caller wanted to report that items clothing were not re-packed properly in checked luggage after screening at OKC. , Body: Agent Notes: Advised caller we would note issue, and an FYI will be sent to the CSM at that airport who oversees the screening operation. Offered a claim form. Advised caller we would note issue, and an FYI will be sent to the CSM at that airport who oversees the screening operation. Offered a claim form., Items toiletry bag with medcation and nail clippers,missing from checked bag@ enter Airport code here. Walked caller thru website to download claim form. Provided Lost and Found information to caller and Walked caller thru website to download SF-95. Caller states that a TSA approved was still on the luggage but not secure.
(b) (6)
received the following response from the CSM on 02/24/2010: I spoke with her husband last evening.
(b) (5)
Sincerely,
(b) (6)
(b) (6)
TSA SHM/CSQIM/ICMS Coordinator Will Rogers World Airport -OKC Lawton/Ft. Sill Regional Airport - LAW Office: 405-702 (b) (6) Cell: (b) (6) Follow Up: (b) (6) called to report that while she was traveling from OKC airport, the screener who searched her luggage failed to rezip her luggage and when she arrived in BUR her clothing and other personal items were hanging out of the luggage. She states that a toiletry bag containing prescription medication, (1) leather walking shoe, cosmetics and nail accessories was missing from the bag. She states that a (NOI) was inside the luggage and a claim form was offered. She would like to speak to the CSM regarding the incident as soon as possible. To TSOC Date: From TSOC Date: Last Updated By: (b) (6) 2/23/2010 6:08:18 PM,(b) (6) 2/23/2010 6:08:27 PM,(b) (6) 2/24/2010 10:39:35 AM,(b) (6) 2/24/2010 10:39:44 AM,(b) (6) 2/24/2010 10:44:42 AM,(b) (6) 2/24/2010 6:34:31 PM, Last Update Date: Opening Agent: Opened Date: 2/23/2010 5:46:31 PM
Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, PHX Phoenix, AZ, USA - Sky Harbor International Airport, BUR Burbank, CA, USA - Burbank Glendale Pasadena Airport, Airline: Southwest AirlinesSouthwest Airlines, Subject Category: Mishandling of Passengers Property - Disarrayed Carry-on/Checked Baggage - Mishandling of Passengers Property Disarrayed Carry-on/Checked Baggage Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 51549677 Contact Type: Contact Date: 2010-02-25 16:32:52 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2010-02-18 09:00:00 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Caller stated she is missing a pair of scissors from checked bag@ (OKC). Body: Agent Notes: Provided Lost and Found information to caller and offered a claim form. Provided Lost and Found information to caller and offered a claim form. NOI-yes Flight# Caller does not remember. Terminal Gate# Caller does not remember. Baggage Tag# Caller does not remember. Oklahoma City/Will Rogers - 1405-680-3233 Follow Up: Caller (b) (6) stated she checked her in at the OKC Oklahoma City, OK, USA - Will Rogers World Airport she had a connecting flight from DAL Dallas, TX, USA - Love Field to her final destination HOU Houston, TX, USA - Houston Hobby Airport. (b) (6) (b) (6) stated that when she reached her final destination while unpacking she notice she had a bag of homemade jelly in a plastic bag that was labeled (b) (6) stated the bag was left unclosed and it could have spelled onto her clothes and damaged them. (b) (6) stated she had a tSA lock on her checked luggage that she does not have a key to unlock it she using a zip lock plastic tie to lock her luggage. (b) (6) stated she had a pair of scissor on the outside pocket of her checked luggage to cut the zip lock plastic tie from her checked luggage and they are missing. (b) (6) was provided with the telephone number to the (OKC) TSA lost and found department to ask if they have her pair of scissor and in the event that her pair of scissor can not be located (b) (6) was offered a claim form however (b) (6) decline the offer she stated they only cost her $1.00 she can replace them she would like for a customer service manager to speak with the TSA screener that checked her luggage however (b) (6) stated she would like for someone to give her a call regarding this matter. To TSOC Date: From TSOC Date: Last Updated By: (b) (6) 2/25/2010 4:56:06 PM,GENEVA.PARKER 2/25/2010 4:56:15 PM, Last Update Date: Opening Agent: Opened Date: 2/25/2010 4:32:52 PM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, DAL Dallas, TX, USA - Love Field, HOU Houston, TX, USA Houston Hobby Airport, Airline: Subject Category: Claim Form Requests - Missing items from Checked Baggage - Claim Form Requests - Missing items from Checked Baggage Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 51550948 Contact Type: Contact Date: 2010-02-26 13:35:41 Medium: EMAIL Contact Status: CLOSED Incident Date: Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: (b) (6) Subject: ISSUE, TSA Contact Us: Compliments or Suggestions Body: THIS GENERATED EMAIL HAS BEEN SENT FROM http://www.tsa.gov/contact/index.shtm -----------------------------------------------------------------------------------------------------------Remote Client IP: (b) (6) Date Time: 2/23/2010 8:32:56 AM ------------------------------------------------------------------------------------------------------------
Subject:Suggestions Name: (b) (6) Email: (b) (6) Comments:on 22 Feb 10 while going through screening at Will Rogers Airport Oklahoma City, Oklahoma at approx 0530 I was informed by the screener that as a civilian member of the US Air Force my military ID (CAC Card) was "no good". Of the hundreds of times I had used the CAC card for ID at screening check points this was the first time I had been informed that the CAC card was no good. Since the screener's trainer was with him and she never made a comment I can only conclude that this is a new policy. I find this interesting since this card has gotten me into secret and top secret facilities, even at the Pentagon. If this is a new policy please so indicate and I will forward it to correct office for DoD wide notification Agent Notes: ID GÇô VALID ID NOT ACCEPTED ID GÇô VALID ID NOT ACCEPTED, BCC OKC SHM/CSQIM (b) (6) at
(b) (6)
Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) 2/26/2010 1:35:41 PM,(b) (6) Last Update Date: Opening Agent: Opened Date: 2/23/2010 12:46:41 PM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, Airline: Subject Category: ID Requirements - ID Requirements Interaction Type: COMPLAINT Response Email: From: Prior Vendor To: (b) (6) Subject: Re: TSA Contact Us: Compliments or Suggestions <<#444955-567061#>> Body:
2/26/2010 1:37:09 PM,
<html><head><style type="text/css">p {margin-bottom: 0; margin-top: 0;}</style></head><body bgcolor="#ffffff" style="background: #ffffff"> <font size="2"><div style="width:100%;word-wrap:break-word;font-family: Arial;color: #000000;"><P><FONT size=3 face=" Helvetica, sans-serif,Arial">Thank you for your e-mail regarding identification (ID) requirements at the security screening checkpoint. Specifically, you felt that the ID you presented should have been accepted.</FONT> </P> <P><FONT size=3> </FONT> </P> <P><FONT size=3 face=" Helvetica, sans-serif,Arial">We regret you found your screening experiences unsatisfactory. The Transportation Security Administration (TSA) seeks to provide the highest level of security and customer service to all who pass through our screening checkpoints. Every person and item must be screened before entering each secured area, and the manner in which the screening is conducted is important. Our current policies and procedures focus on ensuring that all passengers, regardless of their personal situations and needs, are treated with dignity, respect, and courtesy.</FONT> </P> <P><FONT size=3> </FONT> </P> <P><FONT size=3 face=" Helvetica, sans-serif,Arial">We are unable to determine why the Transportation Security Officer (TSO) did not accept the ID you presented at the screening checkpoint. Generally, the ID must contain the following: name, date of birth, gender, expiration date, and a tamper-resistant feature. However, Transportation Security Officers always have the option of requesting a second form of ID. </FONT></P> <P><FONT size=3> </FONT> </P> <P><FONT size=3 face=" Helvetica, sans-serif,Arial">The following are examples of acceptable ID:</FONT><FONT size=3 face=" Helvetica, sans-serif,Arial"><BR clear=none></FONT><FONT size=3 face=" Helvetica, sans-serif,Arial"> </FONT><FONT size=3 face=" Helvetica, sans-serif,Arial"><BR clear=none></FONT><FONT size=3 face=" Helvetica, sans-serif,Arial">GÇó State-issued driverGÇÖs license</FONT><FONT size=3 face=" Helvetica, sans-serif,Arial"><BR clear=none></FONT><FONT size=3 face=" Helvetica, sans-serif,Arial">GÇó U.S. passport</FONT><FONT size=3 face=" Helvetica, sans-serif,Arial"><BR clear=none></FONT><FONT size=3 face=" Helvetica, sans-serif,Arial">GÇó U.S. passport card</FONT><FONT size=3 face=" Helvetica, sans-serif,Arial"><BR clear=none></FONT><FONT size=3 face=" Helvetica, sans-serif,Arial">GÇó Photo ID issued by a Department of Motor Vehicles or equivalent State or U.S. Territory Government Office for the purpose of identification</FONT><FONT size=3 face=" Helvetica, sansserif,Arial"><BR clear=none></FONT><FONT size=3 face=" Helvetica, sans-serif,Arial">GÇó U.S. Military ID (Active and Retired)</FONT><FONT size=3 face=" Helvetica, sans-serif,Arial"><BR clear=none></FONT><FONT size=3 face=" Helvetica, sansserif,Arial">GÇó U.S. Merchant Mariner Card</FONT><FONT size=3 face=" Helvetica, sans-serif,Arial"><BR clear=none></FONT><FONT size=3 face=" Helvetica, sans-serif,Arial">GÇó Permanent Resident Card/Resident Alien Card</FONT><FONT size=3 face=" Helvetica, sans-serif,Arial"><BR clear=none></FONT><FONT size=3 face=" Helvetica, sansserif,Arial">GÇó Border Crossing Card/non-immigrant Visa</FONT><FONT size=3 face=" Helvetica, sans-serif,Arial"><BR clear=none></FONT><FONT size=3 face=" Helvetica, sans-serif,Arial">GÇó U.S. Department of Homeland Security (DHS) GÇ£Trusted TravelerGÇ¥ Cards (NEXUS, SENTRI, FAST)</FONT><FONT size=3 face=" Helvetica, sans-serif,Arial"><BR clear=none></FONT><FONT size=3 face=" Helvetica, sans-serif,Arial">GÇó DHS-designated enhanced driverGÇÖs license</FONT><FONT size=3 face=" Helvetica, sans-serif,Arial"><BR clear=none></FONT><FONT size=3 face=" Helvetica, sansserif,Arial">GÇó A Native American Tribal Photo ID</FONT><FONT size=3 face=" Helvetica, sans-serif,Arial"><BR clear=none></FONT><FONT size=3 face=" Helvetica, sans-serif,Arial">GÇó An airline photo ID (if issued under a TSA-approved security plan)</FONT><FONT size=3 face=" Helvetica, sans-serif,Arial"><BR clear=none></FONT><FONT size=3 face=" Helvetica, sansserif,Arial">GÇó A Registered Traveler Card (Containing the following: Name, Photo, Date of Birth, Gender, Reissue Date, and a Tamper-Resistant Feature)</FONT><FONT size=3 face=" Helvetica, sans-serif,Arial"><BR clear=none></FONT><FONT size=3 face=" Helvetica, sans-serif,Arial">GÇó A Transportation Workers Identification Credential (TWIC)</FONT><FONT size=3 face=" Helvetica, sans-serif,Arial"><BR clear=none></FONT><FONT size=3 face=" Helvetica, sans-serif,Arial">GÇó A foreign governmentissued passport, Canadian driverGÇÖs license or Province/Territory ID, and Indian and Northern Affairs Canada (INAC) card are also acceptable forms of photo ID.</FONT><FONT size=3 face=" Helvetica, sans-serif,Arial"><BR clear=none></FONT><FONT size=3 face=" Helvetica, sans-serif,Arial">GÇó Department of State Drivers License</FONT> </P> <P><FONT size=3> </FONT> </P> <P><FONT size=3 face=" Helvetica, sans-serif,Arial">Furthermore, we have forwarded a copy of your email to the Customer Service Manager at OKC airport for review. The Customer Service Manager is responsible for ensuring that the TSO workforce adheres to TSA principles for professional and courteous customer service.</FONT> </P> <P><FONT face=" Helvetica, sans-serif,Arial"><BR clear=none></FONT><FONT size=3 face="Arial, Helvetica, sans-serif">TSA Contact Center</FONT> </P></div> </font><br /> <br><br><div>--- Original Message ---<BR>From: <(b) (6) ><BR>Received: 2/23/10 12:46:40 PM EST<BR>To: "TSA Contact Center" <[email protected]><BR>Subject: TSA Contact Us: Compliments or Suggestions<BR><BR>THIS GENERATED EMAIL HAS BEEN SENT FROM http://www.tsa.gov/contact/index.shtm<BR>-----------------------------------------------------------------------------------------------------------<BR>Remote Client IP: (b) (6) <BR>Date Time: 2/23/2010 8:32:56 AM<BR>-----------------------------------------------------------------------------------------------------------<BR><BR> <TABLE style="WIDTH: 750px" border=2 cellSpacing=1 cellPadding=3> <TBODY> <TR> <TD style="TEXT-ALIGN: right; WIDTH: 200px; VERTICAL-ALIGN: top; FONT-WEIGHT: bold">Subject:</TD> <TD>Suggestions</TD></TR> <TR> <TD style="TEXT-ALIGN: right; WIDTH: 200px; VERTICAL-ALIGN: top; FONT-WEIGHT: bold">Name:</TD> <(b) (6) </TD></TR> <TR>
<TD style="TEXT-ALIGN: right; WIDTH: 200px; VERTICAL-ALIGN: top; FONT-WEIGHT: bold">Email:</TD> <TD(b) (6) </TD></TR> <TR> <TD style="TEXT-ALIGN: right; WIDTH: 200px; VERTICAL-ALIGN: top; FONT-WEIGHT: bold">Comments:</TD> <TD>on 22 Feb 10 while going through screening at Will Rogers Airport Oklahoma City, Oklahoma at approx 0530 I was informed by the screener that as a civilian member of the US Air Force my military ID (CAC Card) was "no good". Of the hundreds of times I had used the CAC card for ID at screening check points this was the first time I had been informed that the CAC card was no good. Since the screener's trainer was with him and she never made a comment I can only conclude that this is a new policy. I find this interesting since this card has gotten me into secret and top secret facilities, even at the Pentagon. If this is a new policy please so indicate and I will forward it to correct office for DoD wide notification.</TD></TR></TBODY></TABLE></div> <BR><BR>------ TCC Control Number: ------<BR><<#444955-567061#>></body></html> END RECORD
CONTACT RECORD
EID: 51555140 Contact Type: Contact Date: 2010-03-01 20:07:59 Medium: EMAIL Contact Status: CLOSED Incident Date: Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: (b) (6) Subject: ISSUE, TSA Contact Us: Complaints Body: THIS GENERATED EMAIL HAS BEEN SENT FROM http://www.tsa.gov/contact/index.shtm -----------------------------------------------------------------------------------------------------------Remote Client IP: (b) (6) Date Time: 2/25/2010 11:51:06 AM ------------------------------------------------------------------------------------------------------------
Name: (b) (6) Email: (b) (6) Complaints:Damaged or Missing items in Checked or Carry-on Baggage Flight Info (If applicable. Enter Flight#/Airline/Terminal/Airport/Gate/Etc):Flight 1093 OKC to Las Vegas, 2/24/2010, Departing Will Roger Airport, Gate 16 Comments:I was separated from my property so TSA could check my artificial knees. I was placed in a separate cubicle, my back to the baggage screening process, checked physically & magnetically, three times. When my items were brought to me, my laptop had been removed from the case and placed in another passengers bin. This was retrieved by my wife. When allowed to dress, I discovered my watch (an anniversary present) was missing. Descrip: Tag Heuer, Stainless Steel Chronometer, value in excess of $1500. One argumentative TSA person insisted the watch was only worth $900, but she was the same person who waved a bracelet in the air wanting someone to claim it even though she had just removed it from the property bowl of my wife. These personnel were inattentive, negligent and in my opinion unmotivated. TSA supervisor (?) suggested I make a police report. No attempt was made to stop the line, or check TSA personnel magnetically for my watch. A cursory check was made by them of the xray machine, and I was so intelligently informed that my watch disappeared. TSA is responsible for the theft of my watch, and I desire to be compensated for that theft. Police Report at Will Rogers # 10-15351 taken by (b) (7)(C), (b) (6) Agent Notes: Claim Request Claim Request, Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) 3/1/2010 8:07:59 PM,(b) (6) 3/1/2010 8:08:35 PM, Last Update Date: Opening Agent: Opened Date: 2/25/2010 12:26:52 PM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, LAS Las Vegas, NV, USA - Mccarran International Airport, Airline: Subject Category: Claim Form Requests-Checked Bag - Claim Form Requests-Checked Bag Interaction Type: COMPLAINT
Response Email: From: Prior Vendor To: (b) (6) Subject: Re: TSA Contact Us: Complaints <<#446104-568370#>> Body: <html><head><style type="text/css">p {margin-bottom: 0; margin-top: 0;}</style></head><body bgcolor="#ffffff" style="background: #ffffff"> <font size="2"><div style="width:100%;word-wrap:break-word;font-family: Arial;color: #000000;"><P>Thank you for your e-mail message. </P> <P> </P> <P>The Transportation Security Administration (TSA) is responsible for reviewing all claims relating to the screening of passengers and their baggage. To protect your rights under federal law and to file a valid claim, you must send your claim in writing to TSA, stating the circumstances of the loss and the exact amount you are claiming (fair market value of lost or destroyed property, reasonable cost of repair for damaged property), within 2 years after your claim accrued. The claim must be signed by you or your authorized representative (e.g., an attorney or other personal representative with appropriate proof of authority). <BR clear=none> <BR clear=none>To file a claim, fill out the attached Standard Form 95 (claim form) in accordance with the instructions, and return it to the address in box #1. Please be sure to follow the instructions carefully, and to fill out the claim form completely. While use of the form is not mandatory, it will help you ensure that you meet the legal requirements for filing a claim. If you decide to file a claim, it will be processed in accordance with the Federal Tort Claims Act.<BR clear=none> <BR clear=none>Once the Claims Management Branch has received your claim form, you will be sent a letter of acknowledgement and a claim number. You should keep the claim number for future reference when inquiring about your claim. TSA will try to resolve your claim as quickly as possible, but it may need time to make a further investigation of the facts. If TSA denies your claim, or has not finally resolved it within 6 months after you have filed it, you may have a right to bring your claim to court. <BR clear=none> <BR clear=none>You can also access claim forms online at the TSAGÇÖs Claims Management BranchGÇÖs website at <A href="http://www.tsa.gov/travelers/customer/claims/index.shtm" shape=rect>www.tsa.gov/travelers/customer/claims/index.shtm</A>. This website also has information related to filing a claim, checking the status of a claim, and other claim-related issues. You can also access this website by clicking on the Claims Management Branch link in the GÇ£Resource CenterGÇ¥ on TSAGÇÖs homepage at <A href="http://www.tsa.gov/" shape=rect>www.tsa.gov</A>. For additional questions related to the claims process, please contact the Claims Management Branch at <A href="mailto:[email protected]" shape=rect>[email protected]</A>. <BR clear=none> <BR clear=none>TSA Contact Center<BR clear=none></P></div> </font><br /> <br><br><div>--- Original Message ---<BR>From: <(b) (6) ><BR>Received: 2/25/10 12:26:40 PM EST<BR>To: "TSA Contact Center" <[email protected]><BR>Subject: TSA Contact Us: Complaints<BR><BR>THIS GENERATED EMAIL HAS BEEN SENT FROM http://www.tsa.gov/contact/index.shtm<BR>-----------------------------------------------------------------------------------------------------------<BR>Remote Client IP: (b) (6) <BR>Date Time: 2/25/2010 11:51:06 AM<BR>-----------------------------------------------------------------------------------------------------------<BR><BR> <TABLE style="WIDTH: 750px" border=2 cellSpacing=1 cellPadding=3> <TBODY> <TR> <TD style="TEXT-ALIGN: right; WIDTH: 200px; VERTICAL-ALIGN: top; FONT-WEIGHT: bold">Name:</TD> <TD>(b) (6) </TD></TR> <TR> <TD style="TEXT-ALIGN: right; WIDTH: 200px; VERTICAL-ALIGN: top; FONT-WEIGHT: bold">Email:</TD> <TD>(b) (6) </TD></TR> <TR> <TD style="TEXT-ALIGN: right; WIDTH: 200px; VERTICAL-ALIGN: top; FONT-WEIGHT: bold">Complaints:</TD> <TD>Damaged or Missing items in Checked or Carry-on Baggage</TD></TR> <TR> <TD style="TEXT-ALIGN: right; WIDTH: 200px; VERTICAL-ALIGN: top; FONT-WEIGHT: bold">Flight Info (If applicable. Enter Flight#/Airline/Terminal/Airport/Gate/Etc):</TD> <TD>Flight 1093 OKC to Las Vegas, 2/24/2010, Departing Will Roger Airport, Gate 16</TD></TR> <TR> <TD style="TEXT-ALIGN: right; WIDTH: 200px; VERTICAL-ALIGN: top; FONT-WEIGHT: bold">Comments:</TD> <TD>I was separated from my property so TSA could check my artificial knees. I was placed in a separate cubicle, my back to the baggage screening process, checked physically & magnetically, three times. When my items were brought to me, my laptop had been removed from the case and placed in another passengers bin. This was retrieved by my wife. When allowed to dress, I discovered my watch (an anniversary present) was missing. Descrip: Tag Heuer, Stainless Steel Chronometer, value in excess of $1500. One argumentative TSA person insisted the watch was only worth $900, but she was the same person who waved a bracelet in the air wanting someone to claim it even though she had just removed it from the property bowl of my wife. These personnel were inattentive, negligent and in my opinion unmotivated. TSA supervisor (?) suggested I make a police report. No attempt was made to stop the line, or check TSA personnel magnetically for my watch. A cursory check was made by them of the xray machine, and I was so intelligently informed that my watch disappeared. TSA is responsible for the theft of my watch, and I desire to be compensated for that theft. Police Report at Will Rogers # 10-15351 taken by (b) (6), (b) (7)(C) .</TD></TR></TBODY></TABLE></div> <BR><BR>------ TCC Control Number: ------<BR><<#446104-568370#>></body></html>
END RECORD
CONTACT RECORD
EID: 51562257 Contact Type: Contact Date: 2010-03-05 16:07:39 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2010-03-04 05:00:00 Contact Prefix: Ms. Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: $52 Wii video game and pajamas missing from checked bag @ OKC. Body: Agent Notes: Provided Lost and Found information to caller and advised caller how to obtain SF-95 form online. Provided Lost and Found information to caller and advised caller how to obtain SF-95 form online. NOI present. Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) 3/5/2010 4:11:33 PM, Last Update Date: Opening Agent: Opened Date: 3/5/2010 4:07:39 PM Linked Event IDs: Responses: Response Airport: okcokcOKC Oklahoma City, OK, USA - Will Rogers World Airport, Airline: Delta AirDelta Air, Delta Air Lines -¬, Subject Category: Claim Form Requests - Missing items from Checked Baggage - Claim Form Requests - Missing items from Checked Baggage Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 51563431 Contact Type: Contact Date: 2010-03-06 14:59:35 Medium: EMAIL Contact Status: CLOSED Incident Date: Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: (b) (6) Subject: ISSUE, ISSUE, ISSUE, TSA Contact Us: Security Issues Body: THIS GENERATED EMAIL HAS BEEN SENT FROM http://www.tsa.gov/contact/index.shtm -----------------------------------------------------------------------------------------------------------Remote Client IP: (b) (6) Date Time: 3/5/2010 1:05:45 AM ------------------------------------------------------------------------------------------------------------
Security IssuesAll Other Security Issues Name:(b) (6) Email: (b) (6) Message:Recently I traveled thru Will Rodgers World Airport in Oklahoma City, Oklahoma. While waiting in the security screening line, 4 pilots and a flight stewardess proceeded to the front of the line to get checked thru for their next flights. That was all fine and well as everyone understands they have a more urgent schedule. But what I noticed was that one of the pilots proceeded thru the security check with a 16 oz. cup of coffee with no check whatsoever on the contents of the cup. When I finally passed thru the screening booth myself, I asked why he was allowed to move thru with the coffee. I was told pilots were exempt from that type of liquids screening and were the only group allowed to bring drinks through. I was told that obviously I should trust them because they are flying my plane. I thought about that and decided that no I should not blindly trust them. After all one of the 911 highjackers had flight lessons in Norman, Oklahoma. I am reminded of the statement that "the terrorists only have to be right once, whereas our security has to be right everytime". I am puzzled as to why we would allow such a simple security breach. In this day and age, it is so easy for anyone intent on doing us harm to falsify identifcation documents and provide themselves with pilot uniforms. For all of our sakes, I believe the pilots can purchase their coffee/drinks once thru the security check point just like the rest of us. Please enforce security policies and help keep us safe! Agent Notes: Screening-All Passengers Screening-All Passengers, EXEMPTIONS FOR AIRLINE CREWMEMBERS, Thank You Response, Merged 3 or more responses and edited as needed Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) 3/6/2010 2:59:35 PM,(b) (6) 3/6/2010 3:05:35 PM, Last Update Date: Opening Agent: Opened Date: 3/5/2010 12:44:27 PM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, Airline: Subject Category: Airline- Check in/Regulations - Airline- Check in/Regulations Interaction Type: COMPLAINT
Response Email: From: Prior Vendor To: (b) (6) Subject: Re: TSA Contact Us: Security Issues <<#449730-572608#>> Body: <html><head><style type="text/css">p {margin-bottom: 0; margin-top: 0;}</style></head><body bgcolor="#ffffff" style="background: #ffffff"> <font size="2"><div style="width:100%;word-wrap:break-word;font-family: Arial;color: #000000;"><P><FONT size=3>Thank you for your e-mail message. </FONT></P> <P><FONT size=3> </FONT> </P> <P><FONT size=3>Every person, regardless of age, must undergo screening to proceed beyond the security checkpoint. Even babies must be individually screened. However, a passenger should not be asked to do anything that would separate the passenger from his/her child. Transportation Security Officers (TSOs) are taught to explain what they are doing during the screening process. They should also ask permission when doing something that might cause concern. </FONT></P> <P><FONT size=3> </FONT> </P> <P><FONT size=3>Please keep in mind that a TSA is required to check the source of all alarms and to follow all screening requirements. While a passenger or guardian may decline to permit a search, a passenger will not be permitted to board an aircraft unless the screening is properly completed. </FONT></P> <P><FONT size=3> </FONT> </P> <P><FONT size=3>Additionally, Flight crewmembers are given certain allowances during the screening process. </FONT> </P> <P> </P> <P><FONT size=3>Please accept our appreciation for taking the time to share your thoughts and concerns with us. Your help and support are important contributions to ensuring the safety and security of the Nation's aviation system.<BR clear=none> <BR clear=none>We encourage you to check the latest information at <A href="http://www.tsa.gov/" shape=rect>www.tsa.gov</A>. <BR clear=none> </FONT> </P> <P><BR clear=none><FONT size=3>TSA Contact Center<BR clear=none></FONT></P> <P><BR clear=none></P></div> </font><br /> <br><br><div>--- Original Message ---<BR>From: <(b) (6) ><BR>Received: 3/5/10 12:44:27 PM EST<BR>To: "TSA Contact Center" <[email protected]><BR>Subject: TSA Contact Us: Security Issues<BR><BR>THIS GENERATED EMAIL HAS BEEN SENT FROM http://www.tsa.gov/contact/index.shtm<BR>-----------------------------------------------------------------------------------------------------------<BR>Remote Client IP: (b) (6) <BR>Date Time: 3/5/2010 1:05:45 AM<BR>-----------------------------------------------------------------------------------------------------------<BR><BR> <TABLE style="WIDTH: 750px" border=2 cellSpacing=1 cellPadding=3> <TBODY> <TR> <TD style="TEXT-ALIGN: right; WIDTH: 200px; VERTICAL-ALIGN: top; FONT-WEIGHT: bold">Security Issues</TD> <TD>All Other Security Issues</TD></TR> <TR> <TD style="TEXT-ALIGN: right; WIDTH: 200px; VERTICAL-ALIGN: top; FONT-WEIGHT: bold">Name:</TD> <TD>(b) (6) </TD></TR> <TR> <TD style="TEXT-ALIGN: right; WIDTH: 200px; VERTICAL-ALIGN: top; FONT-WEIGHT: bold">Email:</TD> <TD>(b) (6) </TD></TR> <TR> <TD style="TEXT-ALIGN: right; WIDTH: 200px; VERTICAL-ALIGN: top; FONT-WEIGHT: bold">Message:</TD> <TD>Recently I traveled thru Will Rodgers World Airport in Oklahoma City, Oklahoma. While waiting in the security screening line, 4 pilots and a flight stewardess proceeded to the front of the line to get checked thru for their next flights. That was all fine and well as everyone understands they have a more urgent schedule. But what I noticed was that one of the pilots proceeded thru the security check with a 16 oz. cup of coffee with no check whatsoever on the contents of the cup. When I finally passed thru the screening booth myself, I asked why he was allowed to move thru with the coffee. I was told pilots were exempt from that type of liquids screening and were the only group allowed to bring drinks through. I was told that obviously I should trust them because they are flying my plane. I thought about that and decided that no I should not blindly trust them. After all one of the 911 highjackers had flight lessons in Norman, Oklahoma. I am reminded of the statement that "the terrorists only have to be right once, whereas our security has to be right everytime". I am puzzled as to why we would allow such a simple security breach. In this day and age, it is so easy for anyone intent on doing us harm to falsify identifcation documents and provide themselves with pilot uniforms. For all of our sakes, I believe the pilots can purchase their coffee/drinks once thru the security check point just like the rest of us. Please enforce security policies and help keep us safe!</TD></TR></TBODY></TABLE></div> <BR><BR>------ TCC Control Number: ------<BR><<#449730-572608#>></body></html> END RECORD
CONTACT RECORD
EID: 51564540 Contact Type: Contact Date: 2010-03-07 16:12:06 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2010-03-07 04:30:00 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Caller wants to report their Non-TSA accepted lock is damaged after traveling through (OKC). Body: Agent Notes: Explained that TSA is not liable for these locks. Informed caller to file a claim for lock. Explained that TSA is not liable for these locks. Informed caller to file a claim for lock. Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) 3/7/2010 4:18:46 PM, Last Update Date: Opening Agent: Opened Date: 3/7/2010 4:12:06 PM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, ORF Norfolk, VA, USA - Norfolk International Airport, Airline: United Airlines -¬United Airlines -¬, Subject Category: TSA Accepted Lock - Non TSA Accepted Lock - TSA Accepted Lock - Non TSA Accepted Lock Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 51565077 Contact Type: Contact Date: 2010-03-08 11:31:17 Medium: EMAIL Contact Status: CLOSED Incident Date: Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: (b) (6) Subject: ISSUE, Body: Dears Sirs,
March 6,10 weve got back from the US. Our suitcase got search - that is ok - but a few things are missing -
We have bought a egg - poacher in OKC , a Easter bunny towl for our daughter - and at the John Wayne birth place gift shop - a salt and pepper shaker - and the funny thing is that just the pepper shaker is missing -
Our flight was from OKC - Dalles- to London and then to Basel - AA 1505 / BA 192 / BA 754
Please tell us what we have to do to get our things back.
Our address is (b) (6)
Mail-address : (b) (6)
It would be very nice to hear from you.
Regards (b) (6) Agent Notes: Retrieve Items & Claims Response Retrieve Items & Claims Response, inserted lost and found Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) 3/8/2010 11:31:17 AM,(b) (6) 3/8/2010 11:32:08 AM,
Last Update Date: Opening Agent: Opened Date: 3/8/2010 9:48:25 AM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, Airline: American Airlines -¬American Airlines -¬, British Airways (present), Subject Category: Claim Form Requests - Missing items from Checked Baggage - Claim Form Requests - Missing items from Checked Baggage Interaction Type: COMPLAINT Response Email: From: Prior Vendor To: (b) (6) Subject: Re: <<#450492-573467#>> Body: <html><head><style type="text/css">p {margin-bottom: 0; margin-top: 0;}</style></head><body bgcolor="#ffffff" style="background: #ffffff"> <font size="2"><div style="width:100%;word-wrap:break-word;font-family: Arial;color: #000000;"><P>Thank you for your email message regarding the retrieval of lost items. <BR clear=none> <BR clear=none>Each airport establishes procedures for handling lost and found items. The Transportation Security Administration (TSA) follows those procedures where they exist. The airports in those instances are responsible for holding and disposing items under applicable local laws. Items, such as locks, tags, straps, and other external luggage pieces, are often lost or damaged as the baggage goes through the baggage handling equipment and may or may not have been found by airline/airport personnel. </P> <P>In an airport where no policy exists, found articles are collected, stored, and disposed of under General Services Administration rules. TSA is unable to identify and return all items, but may be able to locate and return items on a case-by-case basis. We suggest you contact the airport where your items were confiscated or lost at 405-680-3233 (OKC) <BR clear=none> <BR clear=none>We work very hard to achieve consistency in the security processes. As we inspect screening operations at airports and receive feedback from the traveling public, we address inconsistencies and ensure corrective actions are taken, when necessary. We will continue to do all that we can to inspect screening operations and provide written procedures and training to specify how the process is to be applied.<BR clear=none> <BR clear=none>To file a claim, fill out the attached Standard Form 95 (claim form) in accordance with the instructions, and return it to the address in box #1. Please be sure to follow the instructions carefully, and to fill out the claim form completely. While use of the form is not mandatory, it will help you ensure that you meet the legal requirements for filing a claim. If you decide to file a claim, it will be processed in accordance with the Federal Tort Claims Act.<BR clear=none> <BR clear=none>Once the Claims Management Office has received your claim form, you will be sent a letter of acknowledgement and a claim number. You should keep the claim number for future reference when inquiring about your claim. TSA will try to resolve your claim as quickly as possible, but it may need time to make a further investigation of the facts. If TSA denies your claim, or has not finally resolved it within 6 months after you have filed it, you may have a right to bring your claim to court. <BR clear=none> <BR clear=none>You can also access claim forms online at the TSAGÇÖs Claims Management OfficeGÇÖs website at <A href="http://www.tsa.gov/travelers/customer/claims/index.shtm" shape=rect>www.tsa.gov/travelers/customer/claims/index.shtm</A>. This website also has information related to filing a claim, checking the status of a claim, and other claim-related issues. You can also access this website by clicking on the Claims Management Office link in the GÇ£Resource CenterGÇ¥ on TSAGÇÖs homepage at <A href="http://www.tsa.gov/" shape=rect>www.tsa.gov</A>. If you have additional questions related to the claims process, please contact the Claims Management Office at <A href="mailto:[email protected]" shape=rect>[email protected]</A>. <BR clear=none> <BR clear=none>TSA Contact Center<BR clear=none></P></div> </font><br /> <br><br><div>--- Original Message ---<BR>From: "(b) (6) <(b) (6) ><BR>Received: 3/8/10 9:48:11 AM EST<BR>To: "TSA Contact Center" <[email protected]><BR>Subject: <BR><BR> <META name=Generator content="Microsoft Word 12 (filtered medium)"> <STYLE><!-/* Font Definitions */ @font-face{font-family:"Cambria Math"; panose-1:2 4 5 3 5 4 6 3 2 4;}@font-face{font-family:Calibri; panose-1:2 15 5 2 2 2 4 3 2 4;} /* Style Definitions */ p.MsoNormal, li.MsoNormal, div.MsoNormal{margin:0cm;margin-bottom:.0001pt; font-size:11.0pt;font-family:"Calibri","sans-serif";}a:link, span.MsoHyperlink {mso-style-priority:99;color:blue;text-decoration:underline;} a:visited, span.MsoHyperlinkFollowed{mso-style-priority:99;color:purple; text-decoration:underline;}span.E-MailFormatvorlage17 {mso-style-type:personal-compose;font-family:"Calibri","sans-serif"; color:windowtext;}.MsoChpDefault{mso-style-type:export-only;}@page Section1 {size:612.0pt 792.0pt;margin:70.85pt 70.85pt 2.0cm 70.85pt;}div.Section1 {page:Section1;}--></STYLE>
<DIV class=Section1> <P class=MsoNormal>Dears Sirs,<?xml:namespace prefix = o ns = "urn:schemas-microsoft-com:office:office" /><o:p></o:p></P> <P class=MsoNormal><o:p> </o:p></P> <P class=MsoNormal> <SPAN lang=EN-US>March 6,10 weve got back from the US. Our suitcase got search GÇô that is ok GÇô but a few things are missing GÇô<o:p></o:p></SPAN></P> <P class=MsoNormal><SPAN lang=EN-US><o:p> </o:p></SPAN></P> <P class=MsoNormal><SPAN lang=EN-US>We have bought a egg GÇô poacher in OKC , a Easter bunny towl for our daughter GÇô and at the John Wayne birth place gift shop GÇô a salt and pepper shaker GÇô and the funny thing is that just the pepper shaker is missing GÇô<o:p></o:p></SPAN></P> <P class=MsoNormal><SPAN lang=EN-US><o:p> </o:p></SPAN></P> <P class=MsoNormal><SPAN lang=EN-US>Our flight was from OKC GÇô Dalles- to London and then to Basel GÇô AA 1505 / BA 192 / BA 754<o:p></o:p></SPAN></P> <P class=MsoNormal><SPAN lang=EN-US><o:p> </o:p></SPAN></P> <P class=MsoNormal><SPAN lang=EN-US>Please tell us what we have to do to get our things back.<o:p></o:p></SPAN></P> <P class=MsoNormal><SPAN lang=EN-US><o:p> </o:p></SPAN></P> <P class=MsoNormal><SPAN lang=EN-US>Our address is (b) (6) . (b) (6) <o:p></o:p></SPAN></P> <P class=MsoNormal><SPAN lang=EN-US><o:p> </o:p></SPAN></P> <P class=MsoNormal><SPAN lang=EN-US>Mail-address : <A href="mailto:(b) (6) ">(b) (6) (b) (6) </A><o:p></o:p></SPAN></P> <P class=MsoNormal><SPAN lang=EN-US><o:p> </o:p></SPAN></P> <P class=MsoNormal><SPAN lang=EN-US>It would be very nice to hear from you.<o:p></o:p></SPAN></P> <P class=MsoNormal><SPAN lang=EN-US><o:p> </o:p></SPAN></P> <P class=MsoNormal><SPAN lang=EN-US>Regards (b) (6) <o:p></o:p></SPAN></P> <P class=MsoNormal><SPAN lang=ENUS> &n bsp; <o:p></o:p></SPAN></P> <P class=MsoNormal><SPAN lang=EN-US><o:p> </o:p></SPAN></P> <P class=MsoNormal><SPAN lang=EN-US><o:p> </o:p></SPAN></P> <P class=MsoNormal><SPAN lang=EN-US><o:p> </o:p></SPAN></P></DIV></div> <BR><BR>------ TCC Control Number: ------<BR><<#450492-573467#>></body></html> END RECORD
CONTACT RECORD
EID: 51567692 Contact Type: Contact Date: 2010-03-09 15:09:39 Medium: EMAIL Contact Status: CLOSED Incident Date: Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: (b) (6) Subject: ISSUE, ISSUE, TSA Contact Us: Complaints Body: THIS GENERATED EMAIL HAS BEEN SENT FROM http://www.tsa.gov/contact/index.shtm -----------------------------------------------------------------------------------------------------------Remote Client IP: (b) (6) Date Time: 3/8/2010 4:54:01 PM ------------------------------------------------------------------------------------------------------------
Name: (b) (6) Email: (b) (6) Complaints:Inattentive Screener - Lax Security Flight Info (If applicable. Enter Flight#/Airline/Terminal/Airport/Gate/Etc):512, Southwest Airlines, From OKC to STL on March 5, 2010 Comments:As I was going through the security line, I had my boarding pass and my government-issued Oklahoma driver's license. Another woman, however, did not have her driver's license. She did have her student ID (I can assume from one of the universities in OK?) and a credit/debit card. (I know this because I was near her in line and I heard the whole conversation.) The TSA agent monitoring the security line that day apparently found these two items to be sufficient for establishing a passenger's identity and the woman was allowed through to her flight. I find this totally unacceptable, especially in this day and age. The ease with which people's identities are stolen or copied is striking, and the fact that neither of the accepted forms of ID were government-issue is just insane. I can't even get into my gym without my membership card--even if I have my Driver's license--but she was able to get on a flight without one. I said nothing on the day, because I wondered exactly what that would do, especially if I had spoken directly to the specific agent. Please do something about this, as I find security to be fairly lax at OKC anyway Agent Notes: ID Requirements ID Requirements, Thank You Response, Merged 2 or more different responses to address the consumer's concerns. Deleted all paragraphs and sentences that would not assist in answering the consumer's concerns. Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) 3/9/2010 3:09:38 PM,(b) (6) 3/9/2010 3:12:00 PM, Last Update Date: Opening Agent: Opened Date: 3/9/2010 12:11:30 PM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, STL St Louis, MO, USA - Lambert-St Louis Internatl, Airline: Southwest AirlinesSouthwest Airlines, Subject Category: ID Requirements - ID Requirements Interaction Type: COMPLAINT
Response Email: From: Prior Vendor To: (b) (6) Subject: Re: TSA Contact Us: Complaints <<#451213-574323#>> Body: <html><head><style type="text/css">p {margin-bottom: 0; margin-top: 0;}</style></head><body bgcolor="#ffffff" style="background: #ffffff"> <font size="2"><div style="width:100%;word-wrap:break-word;font-family: Arial;color: #000000;"><P><FONT size=3 face=" Helvetica, sans-serif,Arial">Thank you for your e-mail regarding valid identification (ID) at Transportation Security Administration (TSA) security checkpoints.</FONT><FONT size=3 face=" Helvetica, sans-serif,Arial"><BR clear=none></FONT><FONT size=3 face=" Helvetica, sansserif,Arial"> </FONT><FONT size=3 face=" Helvetica, sans-serif,Arial"><BR clear=none></FONT><FONT size=3 face=" Helvetica, sans-serif,Arial">The Transportation Security AdministrationGÇÖs (TSA) identity verification policy requires all adult passengers (18 and older) to provide a valid Federal or State Government-issued photo identification (ID) for inspection before entering the security checkpoint. Generally, the ID must contain the following: name, date of birth, gender, expiration date, and a tamperresistant feature. Additionally, Transportation Security Officers always have the option of requesting a second form of ID.</FONT><FONT size=3 face=" Helvetica, sans-serif,Arial"><BR clear=none></FONT><FONT size=3 face=" Helvetica, sansserif,Arial"> </FONT><FONT size=3 face=" Helvetica, sans-serif,Arial"><BR clear=none></FONT><FONT size=3 face=" Helvetica, sans-serif,Arial">The following are examples of acceptable ID:</FONT><FONT size=3 face=" Helvetica, sans-serif,Arial"><BR clear=none></FONT><FONT size=3 face=" Helvetica, sans-serif,Arial"> </FONT><FONT size=3 face=" Helvetica, sansserif,Arial"><BR clear=none></FONT><FONT size=3 face=" Helvetica, sans-serif,Arial">GÇó State-issued driverGÇÖs license</FONT><FONT size=3 face=" Helvetica, sans-serif,Arial"><BR clear=none></FONT><FONT size=3 face=" Helvetica, sansserif,Arial">GÇó U.S. passport</FONT><FONT size=3 face=" Helvetica, sans-serif,Arial"><BR clear=none></FONT><FONT size=3 face=" Helvetica, sans-serif,Arial">GÇó U.S. passport card</FONT><FONT size=3 face=" Helvetica, sans-serif,Arial"><BR clear=none></FONT><FONT size=3 face=" Helvetica, sans-serif,Arial">GÇó Photo ID issued by a Department of Motor Vehicles or equivalent State or U.S. Territory Government Office for the purpose of identification</FONT><FONT size=3 face=" Helvetica, sansserif,Arial"><BR clear=none></FONT><FONT size=3 face=" Helvetica, sans-serif,Arial">GÇó U.S. Military ID (Active and Retired)</FONT><FONT size=3 face=" Helvetica, sans-serif,Arial"><BR clear=none></FONT><FONT size=3 face=" Helvetica, sansserif,Arial">GÇó U.S. Merchant Mariner Card</FONT><FONT size=3 face=" Helvetica, sans-serif,Arial"><BR clear=none></FONT><FONT size=3 face=" Helvetica, sans-serif,Arial">GÇó Permanent Resident Card/Resident Alien Card</FONT><FONT size=3 face=" Helvetica, sans-serif,Arial"><BR clear=none></FONT><FONT size=3 face=" Helvetica, sans-serif,Arial">GÇó Border Crossing Card/non-immigrant Visa</FONT><FONT size=3 face=" Helvetica, sans-serif,Arial"><BR clear=none></FONT><FONT size=3 face=" Helvetica, sansserif,Arial">GÇó U.S. Department of Homeland Security (DHS) GÇ£Trusted TravelerGÇ¥ Cards (NEXUS, SENTRI, FAST)</FONT><FONT size=3 face=" Helvetica, sans-serif,Arial"><BR clear=none></FONT><FONT size=3 face=" Helvetica, sans-serif,Arial">GÇó DHSdesignated enhanced driverGÇÖs license</FONT><FONT size=3 face=" Helvetica, sans-serif,Arial"><BR clear=none></FONT><FONT size=3 face=" Helvetica, sans-serif,Arial">GÇó A Native American Tribal Photo ID</FONT><FONT size=3 face=" Helvetica, sansserif,Arial"><BR clear=none></FONT><FONT size=3 face=" Helvetica, sans-serif,Arial">GÇó An airline photo ID (if issued under a TSAapproved security plan)</FONT><FONT size=3 face=" Helvetica, sans-serif,Arial"><BR clear=none></FONT><FONT size=3 face=" Helvetica, sans-serif,Arial">GÇó A Registered Traveler Card (Containing the following: Name, Photo, Date of Birth, Gender, Reissue Date, and a Tamper-Resistant Feature)</FONT><FONT size=3 face=" Helvetica, sans-serif,Arial"><BR clear=none></FONT><FONT size=3 face=" Helvetica, sans-serif,Arial">GÇó A Transportation Workers Identification Credential (TWIC)</FONT><FONT size=3 face=" Helvetica, sans-serif,Arial"><BR clear=none></FONT><FONT size=3 face=" Helvetica, sansserif,Arial">GÇó A foreign government-issued passport, Canadian driverGÇÖs license or Province/Territory ID, and Indian and Northern Affairs Canada (INAC) card are also acceptable forms of photo ID.</FONT><FONT size=3 face=" Helvetica, sans-serif,Arial"><BR clear=none></FONT><FONT size=3 face=" Helvetica, sans-serif,Arial">GÇó Department of State Drivers License</FONT><FONT size=3 face=" Helvetica, sans-serif,Arial"><BR clear=none></FONT><FONT size=3 face=" Helvetica, sans-serif,Arial"> </FONT><FONT size=3 face=" Helvetica, sans-serif,Arial"><BR clear=none></FONT><FONT size=3 face=" Helvetica, sansserif,Arial"><EM><STRONG>Passengers who do not have a valid photo ID should bring whatever identification they have available. Other forms of identification may assist in verification of identity. The Transportation Security Officer will ask for at least two alternate forms of this identification. There is no standard list of what forms of alternative identification are acceptable. Passengers can present documents such as social security cards, birth certificates, marriage licenses, or credit cards, as long as the information on the documents bears the name of the passenger. Also, one of these documents must bear identification information containing one of the following: date of birth, gender, address, or photo.</STRONG></EM></FONT><FONT size=3 face=" Helvetica, sans-serif,Arial"> </FONT><FONT size=3 face=" Helvetica, sans-serif,Arial"><BR clear=none></FONT><FONT size=3 face=" Helvetica, sans-serif,Arial"> </FONT><FONT size=3 face=" Helvetica, sans-serif,Arial"><BR clear=none></FONT><FONT size=3 face=" Helvetica, sans-serif,Arial"><EM><STRONG>If a passenger is unable to present a valid photo ID, or TSA has questions about the identification presented, the passenger may be asked to assist TSA in the identity verification process. Under this process, TSA may ask the passenger to complete a Certification of Identity form, which requests the passengerGÇÖs name and current address, and may ask additional questions of the passenger to confirm his or her identity. If we are able to confirm the passengerGÇÖs identity, the passenger will be cleared to enter the screening checkpoint. However, the individual may be subject to additional screening. If we are unable to confirm the passengerGÇÖs identity, TSA will deny the passenger entry into the security checkpoint.</STRONG></EM></FONT><FONT size=3 face=" Helvetica, sans-serif,Arial"> </FONT><FONT size=3 face=" Helvetica, sans-serif,Arial"><BR clear=none></FONT><FONT size=3 face=" Helvetica, sans-serif,Arial"> </FONT><FONT size=3 face=" Helvetica, sans-serif,Arial"><BR clear=none></FONT><FONT size=3 face=" Helvetica, sans-serif,Arial">If a passenger refuses to provide ID or otherwise cooperate in the ID verification process, TSA
will deny access to the security checkpoint. </FONT> </P> <P> </P> <P><FONT size=3 face=" Helvetica, sans-serif,Arial">Please accept our appreciation for taking the time to share your thoughts and concerns with us. Your help and support are important contributions to ensuring the safety and security of the Nation's aviation system.</FONT> </P> <P><FONT size=3 face=" Helvetica, sans-serif,Arial"> </FONT><FONT size=3 face=" Helvetica, sans-serif,Arial"><BR clear=none></FONT><FONT size=3 face=" Helvetica, sans-serif,Arial">We hope this information is helpful.</FONT> </P> <P><FONT size=3> </FONT> </P> <P><FONT size=3 face="Arial, Helvetica, sans-serif">TSA Contact Center<BR clear=none></FONT></P></div> </font><br /> <br><br><div>--- Original Message ---<BR>From: <(b) (6) .com><BR>Received: 3/9/10 12:11:31 PM EST<BR>To: "TSA Contact Center" <[email protected]><BR>Subject: TSA Contact Us: Complaints<BR><BR>THIS GENERATED EMAIL HAS BEEN SENT FROM http://www.tsa.gov/contact/index.shtm<BR>-----------------------------------------------------------------------------------------------------------<BR>Remote Client IP: (b) (6) <BR>Date Time: 3/8/2010 4:54:01 PM<BR>-----------------------------------------------------------------------------------------------------------<BR><BR> <TABLE style="WIDTH: 750px" border=2 cellSpacing=1 cellPadding=3> <TBODY> <TR> <TD style="TEXT-ALIGN: right; WIDTH: 200px; VERTICAL-ALIGN: top; FONT-WEIGHT: bold">Name:</TD> <TD>(b) (6) </TD></TR> <TR> <TD style="TEXT-ALIGN: right; WIDTH: 200px; VERTICAL-ALIGN: top; FONT-WEIGHT: bold">Email:</TD> <TD>(b) (6) </TD></TR> <TR> <TD style="TEXT-ALIGN: right; WIDTH: 200px; VERTICAL-ALIGN: top; FONT-WEIGHT: bold">Complaints:</TD> <TD>Inattentive Screener - Lax Security</TD></TR> <TR> <TD style="TEXT-ALIGN: right; WIDTH: 200px; VERTICAL-ALIGN: top; FONT-WEIGHT: bold">Flight Info (If applicable. Enter Flight#/Airline/Terminal/Airport/Gate/Etc):</TD> <TD>512, Southwest Airlines, From OKC to STL on March 5, 2010</TD></TR> <TR> <TD style="TEXT-ALIGN: right; WIDTH: 200px; VERTICAL-ALIGN: top; FONT-WEIGHT: bold">Comments:</TD> <TD>As I was going through the security line, I had my boarding pass and my government-issued Oklahoma driver's license. Another woman, however, did not have her driver's license. She did have her student ID (I can assume from one of the universities in OK?) and a credit/debit card. (I know this because I was near her in line and I heard the whole conversation.) The TSA agent monitoring the security line that day apparently found these two items to be sufficient for establishing a passenger's identity and the woman was allowed through to her flight. <BR><BR>I find this totally unacceptable, especially in this day and age. The ease with which people's identities are stolen or copied is striking, and the fact that neither of the accepted forms of ID were government-issue is just insane. I can't even get into my gym without my membership card--even if I have my Driver's license--but she was able to get on a flight without one. <BR><BR>I said nothing on the day, because I wondered exactly what that would do, especially if I had spoken directly to the specific agent. Please do something about this, as I find security to be fairly lax at OKC anyway.</TD></TR></TBODY></TABLE></div> <BR><BR>------ TCC Control Number: ------<BR><<#451213-574323#>></body></html> END RECORD
CONTACT RECORD
EID: 51568151 Contact Type: Contact Date: 2010-03-09 17:52:14 Medium: EMAIL Contact Status: CLOSED Incident Date: Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: (b) (6) Subject: ISSUE, TSA Contact Us: Complaints Body: THIS GENERATED EMAIL HAS BEEN SENT FROM http://www.tsa.gov/contact/index.shtm -----------------------------------------------------------------------------------------------------------Remote Client IP: (b) (6) Date Time: 3/9/2010 12:01:12 AM ------------------------------------------------------------------------------------------------------------
Name: (b) (6) Email: (b) (6) Complaints:Discourteous/Rude Employee Flight Info (If applicable. Enter Flight#/Airline/Terminal/Airport/Gate/Etc):OKLAHOMA CITY SUPERVISOR ON DUTY 5230AM MARCH 5 - I THINK HIS NAME IS (b) (6) - WEARS A SMOOTH SUIT NOT A UNIFORM - VERY RUDE- WHEN I TRIED TO TASLK TO HIM BECAUSE MY BAG WAS RUN BACK THROUGH 5 TIMES AND I MISSED MY PLANE AFTER BRING IN LINE FOR 60 MINUTES AND WAITING 35 MINUTES FOR MY BAG TO BE CHECKED- WHEN I TALKED TO(b) (6) TWICE HIS ANSWER WAS - YOU HAVE A GREAT DAY AND HE WALKED AWAY- HES RUDE AND DOESNT GIVE A DAM AND IN FACT HES A SMART ASS AND CERTAINLY NOT FIT TO BE A SUPERVISOR Comments:SEE ABOVE - I WAITED 35 MNINUTES AND THEY RAN MY BAG THROUGH 5 TIMES BECAUSE AN INEXPERIENCED PERSON WAS WATCHING THE SECURITY AND HE DIDNT KNOW WHAT WAS A PROBLOEM AND WHAT WAS NOT Agent Notes: Consumer Complaint BCC/CSM Response Consumer Complaint BCC/CSM Response, BCC OKC SHM/CSQIM (b) (6) at (b) (6) Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) 3/9/2010 5:52:14 PM,(b) (6) 3/9/2010 5:53:54 PM, Last Update Date: Opening Agent: Opened Date: 3/9/2010 12:14:53 PM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, Airline: Subject Category: Discourteous- Rude Employee - Discourteous- Rude Employee Interaction Type: COMPLAINT Response Email: From: Prior Vendor To: (b) (6) Subject: Re: TSA Contact Us: Complaints <<#451432-574564#>>
Body: <html><head><style type="text/css">p {margin-bottom: 0; margin-top: 0;}</style></head><body bgcolor="#ffffff" style="background: #ffffff"> <font size="2"><div style="width:100%;word-wrap:break-word;font-family: Arial;color: #000000;"><P><FONT size=3 face=" Helvetica, sans-serif,Arial">Thank you for your email message. We are sorry you were unhappy with your recent travel experience.</FONT> </P> <P><FONT size=3> </FONT> </P> <P><FONT size=3 face=" Helvetica, sans-serif,Arial">Because your complaint is regarding screening at OKC, we have forwarded a copy of your email to the Customer Service Manager at that airport. The Customer Service Manager is responsible for ensuring that the screener workforce adheres to TSA principles for professional processing.</FONT> </P> <P><FONT size=3> </FONT> </P> <P><FONT size=3 face=" Helvetica, sans-serif,Arial">We monitor the number and nature of complaints we receive to track trends and spot areas of concern that may require special attention. This ongoing process will enable us to ensure prompt, corrective action whenever we determine that security-screening policies need modification or specific employees or screener teams are the subjects of repeated complaints.</FONT> </P> <P><FONT size=3> </FONT> </P> <P><FONT size=3 face=" Helvetica, sans-serif,Arial">Again, the TSA offers our sincere apologies and encourage you to check the latest information at </FONT><FONT size=3 face=" Helvetica, sans-serif,Arial"><A href="http://www.tsa.gov/" shape=rect>www.tsa.gov</A></FONT><FONT size=3 face=" Helvetica, sans-serif,Arial">.</FONT> </P> <P><FONT size=3> </FONT> </P> <P><FONT size=3 face="Arial, Helvetica, sans-serif">TSA Contact Center</FONT><FONT face=" Helvetica, sans-serif,Arial"><BR clear=none></FONT></P></div> </font><br /> <br><br><div>--- Original Message ---<BR>From: <(b) (6) ><BR>Received: 3/9/10 12:14:53 PM EST<BR>To: "TSA Contact Center" <[email protected]><BR>Subject: TSA Contact Us: Complaints<BR><BR>THIS GENERATED EMAIL HAS BEEN SENT FROM http://www.tsa.gov/contact/index.shtm<BR>-----------------------------------------------------------------------------------------------------------<BR>Remote Client IP: (b) (6) <BR>Date Time: 3/9/2010 12:01:12 AM<BR>-----------------------------------------------------------------------------------------------------------<BR><BR> <TABLE style="WIDTH: 750px" border=2 cellSpacing=1 cellPadding=3> <TBODY> <TR> <TD style="TEXT-ALIGN: right; WIDTH: 200px; VERTICAL-ALIGN: top; FONT-WEIGHT: bold">Name:</TD> <TD>(b) (6) </TD></TR> <TR> <TD style="TEXT-ALIGN: right; WIDTH: 200px; VERTICAL-ALIGN: top; FONT-WEIGHT: bold">Email:</TD> <TD>(b) (6) </TD></TR> <TR> <TD style="TEXT-ALIGN: right; WIDTH: 200px; VERTICAL-ALIGN: top; FONT-WEIGHT: bold">Complaints:</TD> <TD>Discourteous/Rude Employee</TD></TR> <TR> <TD style="TEXT-ALIGN: right; WIDTH: 200px; VERTICAL-ALIGN: top; FONT-WEIGHT: bold">Flight Info (If applicable. Enter Flight#/Airline/Terminal/Airport/Gate/Etc):</TD> <TD>OKLAHOMA CITY SUPERVISOR ON DUTY 5230AM MARCH 5 - I THINK HIS NAME IS (b) (6) - WEARS A SMOOTH SUIT NOT A UNIFORM - VERY RUDE- WHEN I TRIED TO TASLK TO HIM BECAUSE MY BAG WAS RUN BACK THROUGH 5 TIMES AND I MISSED MY PLANE AFTER BRING IN LINE FOR 60 MINUTES AND WAITING 35 MINUTES FOR MY BAG TO BE CHECKED- WHEN I TALKED TO (b) (6) TWICE HIS ANSWER WAS - YOU HAVE A GREAT DAY AND HE WALKED AWAY- HES RUDE AND DOESNT GIVE A DAM AND IN FACT HES A SMART ASS AND CERTAINLY NOT FIT TO BE A SUPERVISOR</TD></TR> <TR> <TD style="TEXT-ALIGN: right; WIDTH: 200px; VERTICAL-ALIGN: top; FONT-WEIGHT: bold">Comments:</TD> <TD>SEE ABOVE - I WAITED 35 MNINUTES AND THEY RAN MY BAG THROUGH 5 TIMES BECAUSE AN INEXPERIENCED PERSON WAS WATCHING THE SECURITY AND HE DIDNT KNOW WHAT WAS A PROBLOEM AND WHAT WAS NOT </TD></TR></TBODY></TABLE></div> <BR><BR>------ TCC Control Number: ------<BR><<#451432-574564#>></body></html> END RECORD
CONTACT RECORD
EID: 51569320 Contact Type: Contact Date: 2010-03-10 13:46:22 Medium: TELEPHONE Contact Status: CLOSED Incident Date: Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: (b) (6) . Contact Address 2: (b) (6) Contact City: (b) (6) Contact State: (b) (6) Contact Zip: (b) (6) Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Caller wants to report that her TSA accepted lock is missing after traveling through (OKC), Body: Agent Notes: SF-95 form mailed on 3-10-10 SF-95 form mailed on 3-10-10 Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) 3/10/2010 1:58:05 PM,(b) (6) 3/16/2010 11:30:19 AM,(b) (6) AM,(b) (6) 3/19/2010 3:02:41 PM, Last Update Date: Opening Agent: Opened Date: 3/10/2010 1:46:22 PM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, Airline: American Airlines -¬American Airlines -¬, Subject Category: TSA Accepted Locks - Missing or Damaged - TSA Accepted Locks - Missing or Damaged Interaction Type: COMPLAINT Response Email: END RECORD
3/18/2010 8:27:36
CONTACT RECORD
EID: 51570582 Contact Type: Contact Date: 2010-03-11 10:11:20 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2010-03-07 13:00:00 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Caller said that she is missing a gel hill cup that was in her shoes in carry on. Body: Agent Notes: Provided the number to TSA's lost and found at OKC. Provided the number to TSA's lost and found at OKC. Walked caller through website for claim form. Told caller that the gel inserts are not allowed in carry on if they are not built in the shoe but then again she is only missing one and not both. Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) 3/11/2010 10:16:20 AM, Last Update Date: Opening Agent: Opened Date: 3/11/2010 10:11:20 AM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, MSY New Orleans, LA, USA - Moisant International Airport, Airline: Southwest AirlinesSouthwest Airlines, Subject Category: Lost and Found- TSA - Lost and Found- TSA Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 51570601 Contact Type: Contact Date: 2010-03-11 10:19:59 Medium: TELEPHONE Contact Status: CLOSED Incident Date: Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: (b) (6) phoned into the TCC reporting he has a NOI inside his luggage but an item is missing (knife). He traveled from OKC into Dallas onto PHX with a final location in PIT Body: Agent Notes: Item was recovered; no need for claim form to be sent. Recommend packing kife in a way it will not injure a screener. Item was recovered; no need for claim form to be sent. Recommend packing kife in a way it will not injure a screener. Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) 3/11/2010 10:24:44 AM, Last Update Date: Opening Agent: Opened Date: 3/11/2010 10:19:59 AM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, PHX Phoenix, AZ, USA - Sky Harbor International Airport, PIT Pittsburgh, PA, USA - Greater Pit Intnl Airport, Airline: Subject Category: Claim Form Requests - Missing items from Checked Baggage - Claim Form Requests - Missing items from Checked Baggage Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 51579373 Contact Type: Contact Date: 2010-03-17 09:15:29 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2010-03-16 15:40:00 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: A T-shirt and a bottle Melatonin was missing from checked bag@ GSP. Body: Agent Notes: Provided Lost and Found information to caller and SF-95 Provided Lost and Found information to caller and SF-95 form Caller stated she departed from GSP enroute to OKC on to DAL and beyond via Southwest Airlines and when she retrieved her luggage there was a NOI and a T-shirt and a bottle of Melatonin missing from her bag, caller stated she did not want to file a claim, just wanted to report the missing items. After caller refused to file a claim I told her I would make a note of this complaint. Caller also asked why do the TSO always randomly pick her bags to search. Follow Up: Caller stated she departed from GSP enroute to OKC on to DAL and beyond and when she retrieved her luggage she found a NOI and a T-shirt and a bottle of Melatonin was missing from her bag, caller stated she did not want to file a claim, just wanted to report. After caller refused to file a claim I told her I would make a note of this complaint. Caller also asked why do the TSO always randomly pick her bags to search. To TSOC Date: From TSOC Date: Last Updated By: (b) (6) 3/17/2010 9:37:28 AM,(b) (6) 3/17/2010 9:41:21 AM,(b) (6) 3/17/2010 10:16:40 AM,(b) (6) 3/17/2010 12:56:08 PM, Last Update Date: Opening Agent: Opened Date: 3/17/2010 9:15:29 AM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, DAL Dallas, TX, USA - Love Field, LIT Little Rock, AR, USA Little Rock Regional Airport, GSP Greenville, SC, USA - Greenville-Spartanburg Metro, Airline: Southwest AirlinesSouthwest Airlines, Subject Category: Claim Form Requests - Missing items from Checked Baggage - Claim Form Requests - Missing items from Checked Baggage Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 51580774 Contact Type: Contact Date: 2010-03-17 18:48:40 Medium: EMAIL Contact Status: CLOSED Incident Date: Contact Prefix: Contact First Name:(b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: (b) (6) Subject: ISSUE, TSA Contact Us: Complaints Body: THIS GENERATED EMAIL HAS BEEN SENT FROM http://www.tsa.gov/contact/index.shtm -----------------------------------------------------------------------------------------------------------Remote Client IP: (b) (6) Date Time: 3/16/2010 10:37:09 PM ------------------------------------------------------------------------------------------------------------
Name:(b) (6) Email: (b) (6) Complaints:Damaged or Missing items in Checked or Carry-on Baggage Flight Info (If applicable. Enter Flight#/Airline/Terminal/Airport/Gate/Etc):First incident: OKC to Nashville, TN in mid September, 2009. Southwest Airlines Second incident: March 15th: Boston Logan to Baltimore connecting to Southwest Airlines flight 43 to OKC. Comments:In September 2009 my wife flew to Nashville, TN to visit family. Because of her fragile health, I supervise and insure that all her required medications are packed. These medications were packed in the checked bag because of the "1 quart bag rule" The next day I joined her to find out that most of her required medications were missing from her luggage. It was necessary for me to drive over 200 miles to obtain replacement medications. In her baggage was the TSA notice that the bag had been opened. Although I was angry, I did not file a complaint. Yesterday (March 15th) I traveled from Boston - Logan connecting at Baltimore to Southwest flight 43 to Oklahoma City. I had packed all of my medications in my checked bag. When I picked my bag I noticed that the bag was partially opened. When I opened the bag at home I found that all my medications were missing. My wife and I require certain medications to survive, therefore we are extremely careful to insure that we have our medications with us. Why do you employ people that routinely steal our life supporting medications? You probably will not reply, however, in absence of reply I will pursue this issue with Senator Tom Coburn Agent Notes: Claim Request Claim Request, Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) 3/17/2010 6:48:40 PM,(b) (6) 3/17/2010 6:49:33 PM, Last Update Date: Opening Agent: Opened Date: 3/17/2010 1:04:29 PM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, BNA Nashville, TN, USA - Nashville Metropolitan Airport,
Airline: Southwest AirlinesSouthwest Airlines, Subject Category: Claim Form Requests-Checked Bag - Claim Form Requests-Checked Bag Interaction Type: COMPLAINT Response Email: From: Prior Vendor To: (b) (6) Subject: Re: TSA Contact Us: Complaints <<#455190-578851#>> Body: <html><head><style type="text/css">p {margin-bottom: 0; margin-top: 0;}</style></head><body bgcolor="#ffffff" style="background: #ffffff"> <font size="2"><div style="width:100%;word-wrap:break-word;font-family: Arial;color: #000000;"><P>Thank you for your e-mail message. </P> <P> </P> <P>The Transportation Security Administration (TSA) is responsible for reviewing all claims relating to the screening of passengers and their baggage. To protect your rights under federal law and to file a valid claim, you must send your claim in writing to TSA, stating the circumstances of the loss and the exact amount you are claiming (fair market value of lost or destroyed property, reasonable cost of repair for damaged property), within 2 years after your claim accrued. The claim must be signed by you or your authorized representative (e.g., an attorney or other personal representative with appropriate proof of authority). <BR clear=none> <BR clear=none>To file a claim, fill out the attached Standard Form 95 (claim form) in accordance with the instructions, and return it to the address in box #1. Please be sure to follow the instructions carefully, and to fill out the claim form completely. While use of the form is not mandatory, it will help you ensure that you meet the legal requirements for filing a claim. If you decide to file a claim, it will be processed in accordance with the Federal Tort Claims Act.<BR clear=none> <BR clear=none>Once the Claims Management Branch has received your claim form, you will be sent a letter of acknowledgement and a claim number. You should keep the claim number for future reference when inquiring about your claim. TSA will try to resolve your claim as quickly as possible, but it may need time to make a further investigation of the facts. If TSA denies your claim, or has not finally resolved it within 6 months after you have filed it, you may have a right to bring your claim to court. <BR clear=none> <BR clear=none>You can also access claim forms online at the TSAGÇÖs Claims Management BranchGÇÖs website at <A href="http://www.tsa.gov/travelers/customer/claims/index.shtm" shape=rect>www.tsa.gov/travelers/customer/claims/index.shtm</A>. This website also has information related to filing a claim, checking the status of a claim, and other claim-related issues. You can also access this website by clicking on the Claims Management Branch link in the GÇ£Resource CenterGÇ¥ on TSAGÇÖs homepage at <A href="http://www.tsa.gov/" shape=rect>www.tsa.gov</A>. For additional questions related to the claims process, please contact the Claims Management Branch at <A href="mailto:[email protected]" shape=rect>[email protected]</A>. <BR clear=none> <BR clear=none>TSA Contact Center<BR clear=none></P></div> </font><br /> <br><br><div>--- Original Message ---<BR>From: <(b) (6) ><BR>Received: 3/17/10 1:04:01 PM EDT<BR>To: "TSA Contact Center" <[email protected]><BR>Subject: TSA Contact Us: Complaints<BR><BR>THIS GENERATED EMAIL HAS BEEN SENT FROM http://www.tsa.gov/contact/index.shtm<BR>-----------------------------------------------------------------------------------------------------------<BR>Remote Client IP: (b) (6) <BR>Date Time: 3/16/2010 10:37:09 PM<BR>-----------------------------------------------------------------------------------------------------------<BR><BR> <TABLE style="WIDTH: 750px" border=2 cellSpacing=1 cellPadding=3> <TBODY> <TR> <TD style="TEXT-ALIGN: right; WIDTH: 200px; VERTICAL-ALIGN: top; FONT-WEIGHT: bold">Name:</TD> <TD>(b) (6) </TD></TR> <TR> <TD style="TEXT-ALIGN: right; WIDTH: 200px; VERTICAL-ALIGN: top; FONT-WEIGHT: bold">Email:</TD> <TD>(b) (6) </TD></TR> <TR> <TD style="TEXT-ALIGN: right; WIDTH: 200px; VERTICAL-ALIGN: top; FONT-WEIGHT: bold">Complaints:</TD> <TD>Damaged or Missing items in Checked or Carry-on Baggage</TD></TR> <TR> <TD style="TEXT-ALIGN: right; WIDTH: 200px; VERTICAL-ALIGN: top; FONT-WEIGHT: bold">Flight Info (If applicable. Enter Flight#/Airline/Terminal/Airport/Gate/Etc):</TD> <TD>First incident: OKC to Nashville, TN in mid September, 2009. Southwest Airlines<BR><BR>Second incident: March 15th: Boston Logan to Baltimore connecting to Southwest Airlines flight 43 to OKC.</TD></TR> <TR> <TD style="TEXT-ALIGN: right; WIDTH: 200px; VERTICAL-ALIGN: top; FONT-WEIGHT: bold">Comments:</TD> <TD>In September 2009 my wife flew to Nashville, TN to visit family. Because of her fragile health, I supervise and insure that all her required medications are packed. These medications were packed in the checked bag because of the "1 quart bag rule" The next day I joined her to find out that most of her required medications were missing from her luggage. It was necessary for me to drive over 200 miles to obtain replacement medications. In her baggage was the TSA notice that the bag had been opened. Although I was angry, I did not file a complaint.<BR><BR>Yesterday (March 15th) I traveled from Boston - Logan connecting at Baltimore to Southwest flight 43 to Oklahoma City. I had packed all of my medications in my checked bag. When I picked my bag I noticed that the bag was partially opened.
When I opened the bag at home I found that all my medications were missing.<BR><BR>My wife and I require certain medications to survive, therefore we are extremely careful to insure that we have our medications with us. Why do you employ people that routinely steal our life supporting medications? You probably will not reply, however, in absence of reply I will pursue this issue with Senator Tom Coburn.</TD></TR></TBODY></TABLE></div> <BR><BR>------ TCC Control Number: ------<BR><<#455190-578851#>></body></html> END RECORD
CONTACT RECORD
EID: 51585652 Contact Type: Contact Date: 2010-03-21 14:08:15 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2010-03-12 13:00:00 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Items (zip lock bag full of mail & eyeshadow) missing from checked bag@ OKC. Offered claim form. Body: Agent Notes: Provided Lost and Found information to caller and Offered claim form. Provided Lost and Found information to caller and Offered claim form. NOI: yes Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) 3/21/2010 2:11:35 PM, Last Update Date: Opening Agent: Opened Date: 3/21/2010 2:08:15 PM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, Airline: American Airlines -¬American Airlines -¬, Subject Category: Claim Form Requests - Missing items from Checked Baggage - Claim Form Requests - Missing items from Checked Baggage Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 51586983 Contact Type: Contact Date: 2010-03-22 14:27:24 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2010-03-17 05:30:00 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Items (Golf bag stand) damaged in checked bag @ (OKC). Body: Agent Notes: Provided caller with information on the claims process, and SF-95 form offered. Provided caller with information on the claims process, and SF-95 form offered. NOI. Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) 3/22/2010 2:32:15 PM, Last Update Date: Opening Agent: Opened Date: 3/22/2010 2:27:24 PM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, PSP Palm Springs, CA, USA - Palm Springs Municipal, Airline: United Airlines -¬United Airlines -¬, Subject Category: Claim Form Requests-Checked Bag - Claim Form Requests-Checked Bag Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 51588544 Contact Type: Contact Date: 2010-03-23 11:25:13 Medium: EMAIL Contact Status: CLOSED Incident Date: Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: (b) (6) Subject: ISSUE, Complaint about the TSA at the Oklahoma City International Airport Body: I am sending the following e-mail to my representatives and would like you to be aware as well. I did not get the TSA agent's names as they were already angry and I did not want to loose any more time that I had to spend with my brother before he went to war.
My brother is a Lance Corporal in the United States Marine Corp. His name is (b) (6) . (b) (6) is being deployed to Southwest region in Afghanistan to ensure our freedoms by fighting terrorists where their homes are so that we do not have to fight them here. He was granted leave for a week before his deployment. I am writing you to inform you how this soldier was treated by the Transportation Security Administration. On his flight from Ontario California to Oklahoma City the TSA searched his baggage and somehow during that search (I am assuming here) (b) (6) I-Pod was removed from his baggage and not returned. We have filed a claim with the airport about the stolen item. (b) (6) concluded his visit and as is our familyGÇÖs tradition; (b) (6) requested our youngest brother, our father, and I see him off at the airport (potentially our last visit with him as he is going to war). We got the security passes to accompany (b) (6) to the gate and we were treated very poorly by the TSA staff. (b) (6) had purchased 4 upgraded M-16 magazines made out of polymer which he believes to be better than what the Marine Corp has provided as they do not bend and jam like the issued equipment do. I would like to make it clear that (b) (6) purchased these with his own money and made no complaints about doing so. Needless to say (b) (6) was very hesitant to check any baggage after his property was stolen by the TSA on his initial trip. (b) (6) took back with him to the base only the clothing he was wearing, 1 cell phone, 2 cans of tobacco, an I-pod (borrowed from his fianc+¬ so that he may listen to music in his down time while at war) and the 4 magazines he purchased in a back pack to carry on with him so that he could ensure that all his property would make it safely to his destination. We all went through the security line and of course (b) (6) bag was searched manually (not a big deal), but he was harassed about bringing magazines with him and questioned about weather he was issued these by the Marine Corp. The TSA agent that conducted the search was not only rude to (b) (6) but the entire family and another TSA agent compared (b) (6) to the terrorists who acted on 9-11-2001. This was completely devastating to this soldier who was about to go to war to fight for the freedoms we all take for granted. (b) (6) was told he would not be able to carry his bag on the plane and would have to talk to the airline about weather or not they would check the bag for him with the magazines in it. He was escorted to the airlineGÇÖs counter (American Airlines) and spoke with the clerk there who had absolutely no problem with the bag being checked and appeared surprised himself by the actions of the TSA. I feel that this is a very sad way to treat our soldiers and would like you to look into how our soldiers are treated by the TSA and see if there is something that can be done to prevent them from being harassed and compared to terrorists. If you have any questions for me or would like to talk with me my phone number is (b) (6) or my office number is (b) (6)
Thank you for your time.
(b) (6)
Agent Notes: Consumer Complaint BCC/CSM Response Consumer Complaint BCC/CSM Response, bcc csm okc (b) (6) Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) 3/23/2010 11:25:13 AM,(b) (6) 3/23/2010 11:30:36 AM, Last Update Date: Opening Agent: Opened Date: 3/22/2010 12:34:35 PM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, ONT Ontario, CA, USA - Ontario International, Airline: American Airlines -¬American Airlines -¬, Subject Category: Discourteous- Rude Employee - Discourteous- Rude Employee Interaction Type: COMPLAINT Response Email: From: Prior Vendor To: (b) (6) Subject: Re: Complaint about the TSA at the Oklahoma City International Airport <<#457341-581322#>> Body: <html><head><style type="text/css">p {margin-bottom: 0; margin-top: 0;}</style></head><body bgcolor="#ffffff" style="background: #ffffff"> <font size="2"><div style="width:100%;word-wrap:break-word;font-family: Arial;color: #000000;"><P><FONT face=" Helvetica, sansserif,Arial">Thank you for your email message. We are sorry you were unhappy with your recent travel experience.</FONT> </P> <P> </P> <P><FONT face=" Helvetica, sans-serif,Arial">Because your complaint is regarding screening at OKC, we have forwarded a copy of your email to the Customer Service Manager at that airport. The Customer Service Manager is responsible for ensuring that the screener workforce adheres to TSA principles for professional processing.</FONT> </P> <P> </P> <P><FONT face=" Helvetica, sans-serif,Arial">We monitor the number and nature of complaints we receive to track trends and spot areas of concern that may require special attention. This ongoing process will enable us to ensure prompt, corrective action whenever we determine that security-screening policies need modification or specific employees or screener teams are the subjects of repeated complaints.</FONT> </P> <P> </P> <P><FONT face=" Helvetica, sans-serif,Arial">Again, the TSA offers sincere apologies for the discomfort you experienced while traveling and encourage you to check the latest information at </FONT><FONT face=" Helvetica, sans-serif,Arial"><A href="http://www.tsa.gov/" shape=rect>www.tsa.gov</A></FONT><FONT face=" Helvetica, sans-serif,Arial">.</FONT> </P> <P> </P> <P><FONT face=" Helvetica, sans-serif,Arial">TSA Contact Center</FONT><FONT face=" Helvetica, sans-serif,Arial"><BR clear=none></FONT></P></div> </font><br /> <br><br><div>--- Original Message ---<BR>From: (b) (6) " <(b) (6) ><BR>Received: 3/22/10 12:34:35 PM EDT<BR>To: "TSA Contact Center" <[email protected]><BR>Subject: Complaint about the TSA at the Oklahoma City International Airport<BR><BR> <TABLE border=0 cellSpacing=0 cellPadding=0> <TBODY> <TR> <TD vAlign=top>I am sending the following e-mail to my representatives and would like you to be aware as well. I did not get the TSA agent's names as they were already angry and I did not want to loose any more time that I had to spend with my brother before he went to war.<BR><BR> <P class=MsoNormal>My brother is a <SPAN style="BORDER-BOTTOM: rgb(0,102,204) 1px dashed; CURSOR: pointer" id=lw_1269272817_0 class=yshortcuts>Lance Corporal</SPAN> in the United States Marine Corp. His name is <SPAN style="BORDER-BOTTOM: rgb(0,102,204) 1px dashed; CURSOR: pointer" id=lw_1269272817_1 class=yshortcuts>(b) (6) (b) (6) l</SPAN> (b) (6) (b) (6) is being deployed to Southwest region in <SPAN id=lw_1269272817_2 class=yshortcuts>Afghanistan</SPAN> to ensure our freedoms by fighting terrorists where their homes are so that we do not have to fight them here. He was granted leave for a week before his deployment. I am writing you to inform you how this soldier was treated by the <SPAN style="BORDER-BOTTOM: rgb(0,102,204) 1px dashed; BACKGROUND: none transparent scroll repeat 0% 0%; CURSOR: pointer" id=lw_1269272817_3 class=yshortcuts>Transportation Security Administration</SPAN>. On his flight from <SPAN id=lw_1269272817_4 class=yshortcuts>Ontario California</SPAN> to <SPAN id=lw_1269272817_5 class=yshortcuts>Oklahoma City</SPAN> the TSA searched his baggage and somehow during that search (I am assuming here) (b) (6) I-Pod was removed from his baggage and not returned. We have filed a claim with the airport about the stolen item. Christopher concluded his visit and as is our familyGÇÖs tradition; (b) (6) requested our youngest brother, our father, and I see him off at the airport (potentially our last visit with him as he is going to war). We got the security passes to accompany (b) (6) to the gate and we
were treated very poorly by the TSA staff. (b) (6) had purchased 4 upgraded M-16 magazines made out of polymer which he believes to be better than what the Marine Corp has provided as they do not bend and jam like the issued equipment do. I would like to make it clear that (b) (6) purchased these with his own money and made no complaints about doing so. Needless to say (b) (6) was very hesitant to check any baggage after his property was stolen by the TSA on his initial trip. (b) (6) took back with him to the base only the clothing he was wearing, 1 cell phone, 2 cans of tobacco, an I-pod (borrowed from his fianc+¬ so that he may listen to music in his down time while at war) and the 4 magazines he purchased in a back pack to carry on with him so that he could ensure that all his property would make it safely to his destination. We all went through the security line and of course GÇÖs bag was searched manually (not a big deal), but he was harassed about bringing magazines with him and questioned (b) (6) about weather he was issued these by the Marine Corp. The TSA agent that conducted the search was not only rude to , but the entire family and another TSA agent compared (b) (6) to the terrorists who acted on 9-11-2001. This was (b) (6) completely devastating to this soldier who was about to go to war to fight for the freedoms we all take for granted. (b) (6) was told he would not be able to carry his bag on the plane and would have to talk to the airline about weather or not they would check the bag for him with the magazines in it. He was escorted to the airlineGÇÖs counter (<SPAN style="BORDER-BOTTOM: rgb(0,102,204) 1px dashed; CURSOR: pointer" id=lw_1269272817_6 class=yshortcuts>American Airlines</SPAN>) and spoke with the clerk there who had absolutely no problem with the bag being checked and appeared surprised himself by the actions of the TSA. I feel that this is a very sad way to treat our soldiers and would like you to look into how our soldiers are treated by the TSA and see if there is something that can be done to prevent them from being harassed and compared to terrorists. If you have any questions for me or would like to talk with me my phone number is <SPAN style="BORDER-BOTTOM: rgb(0,102,204) 1px dashed; CURSOR: pointer" id=lw_1269272817_7 class=yshortcuts>(b) (6) </SPAN> or my office number is <SPAN style="BORDER-BOTTOM: rgb(0,102,204) 1px dashed; BACKGROUND: none transparent scroll repeat 0% 0%; CURSOR: pointer" id=lw_1269272817_8 class=yshortcuts>(b) (6) </SPAN>.</P> <P class=MsoNormal> </P> <P class=MsoNormal>Thank you for your time.<BR></P> <P class=MsoNormal><BR></P> <P class=MsoNormal>(b) (6) <BR></P><BR></TD></TR></TBODY></TABLE><BR></div> <BR><BR>------ TCC Control Number: ------<BR><<#457341-581322#>></body></html> END RECORD
CONTACT RECORD
EID: 51597568 Contact Type: Contact Date: 2010-03-29 13:44:59 Medium: EMAIL Contact Status: CLOSED Incident Date: Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: (b) (6) Subject: ISSUE, Re: TSA Contact Us: Complaints Body: Thank you for your reply. The information requested is as follows: Specific name of the airport where the incident occurred: Oklahoma City International Airport (OKC) - American Airlines / Continental Airlines Security Checkpoint. Date and time of incident: March 26th 2010 @ 5:15am Central Time Contact phone number:
(b) (6)
http://www.tsa.gov/travelers/airtravel/acceptable_documents.shtm Acceptable IDs include:
*U.S. passport *U.S. passport card *DHS "Trusted Traveler" cards (NEXUS, SENTRI, FAST) *U.S. Military ID (active duty or retired military and their dependents, and DOD civilians) *Permanent Resident Card *Border Crossing Card *DHS-designated enhanced driver's license *Drivers Licenses or other state photo identity cards issued by Department of Motor Vehicles (or equivalent) that meets REAL ID benchmarks (All states are currently in compliance) *A Native American Tribal Photo ID *An airline or airport-issued ID (if issued under a TSA-approved security plan)
*A foreign government-issued passport *Canadian provincial driver's license or Indian and Northern Affairs Canada (INAC) card *Transportation Worker Identification Credential (TWIC)
_____ From: TSA-ContactCenter <[email protected]> Date: Fri, 26 Mar 2010 18:02:37 -0400 To: (b) (6) Subject: Re: TSA Contact Us: Complaints <<#459499-583841#>> Thank you for your e-mail message. We appreciate that you took the time to share this information with us.
So that we may forward your e-mail to the appropriate office for action, please provide us with the following specific details:
*Specific name of the airport where the incident occurred *Date and time of incident *Contact number if one is available.
You can also provide us with this information by calling the TSA Contact Center, toll-free at (866) 289-9673. If you are outside the United States and cannot use the toll-free number, please call us at (571) 227-2900.
TSA monitors the number and nature of complaints it receives to track trends and spot areas of concern that may require special attention. This ongoing process enables us to ensure prompt, corrective action whenever we determine that security screening policies need modification or specific employees or screener teams are the subjects of repeated complaints.
TSA Contact Center
--- Original Message --From: (b) (6) Received: 3/26/10 12:14:42 PM EDT To: "TSA Contact Center" <[email protected]> Subject: TSA Contact Us: Complaints THIS GENERATED EMAIL HAS BEEN SENT FROM http://www.tsa.gov/contact/index.shtm -----------------------------------------------------------------------------------------------------------Remote Client IP: (b) (6) Date Time: 3/26/2010 6:41:29 AM -----------------------------------------------------------------------------------------------------------Name: (b) (6) Email: (b) (6) Complaints: Inconsistent Screening (Different Practices between Airports) Flight Info (If applicable. Enter Flight#/Airline/Terminal/Airport/Gate/Etc): Oklahoma American Airlines TSA checkpoint. Comments: NO TSA staff Not even supervisor!! knew about NEXUS form of ID. They did not even know what it is!! On the TSA site clearly states is acceptable and all other airports travelled within US have accepted it. Obviously training is required or even TSA personnel
should look at your web site more often!!
------ TCC Control Number: -----> Agent Notes: Fwd to Appropriate Office Response Fwd to Appropriate Office Response, BCC OKC SHM/CSQIM (b) (6)
at
(b) (6)
Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) 3/29/2010 1:44:59 PM,(b) (6) Last Update Date: Opening Agent: Opened Date: 3/27/2010 11:30:41 AM Linked Event IDs:
3/29/2010 1:47:29 PM,
Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, Airline: American Airlines -¬American Airlines -¬, Continental Airlines (present) -¬, Subject Category: ID Requirements - ID Requirements Interaction Type: COMPLAINT Response Email: From: Prior Vendor To: (b) (6) Subject: Re: TSA Contact Us: Complaints <<#459499-583841#>> Body: <html><head><style type="text/css">p {margin-bottom: 0; margin-top: 0;}</style></head><body bgcolor="#ffffff" style="background: #ffffff"> <font size="2"><div style="width:100%;word-wrap:break-word;font-family: Arial;color: #000000;"><P><FONT size=3 face=" Helvetica, sans-serif,Arial">Thank you for your email message. </FONT></P> <P><FONT size=3> </FONT> </P> <P><FONT size=3 face=" Helvetica, sans-serif,Arial">Please accept our appreciation for you taking the time to share this information with us. Your email has been forwarded to the appropriate office at OKC for action as required. </FONT> </P> <P><FONT size=3> </FONT> </P> <P><FONT size=3 face=" Helvetica, sans-serif,Arial">We encourage you to check the latest information at </FONT><FONT size=3 face=" Helvetica, sans-serif,Arial"><A href="http://www.tsa.gov/" shape=rect>www.tsa.gov</A></FONT><FONT size=3 face=" Helvetica, sansserif,Arial">. </FONT></P> <P><FONT size=3> </FONT> </P> <P><FONT size=3 face=" Helvetica, sans-serif,Arial">TSA Contact Center</FONT><FONT size=3 face=" Helvetica, sans-serif,Arial"><BR clear=none></FONT></P></div> </font><br /> <br><br><div>--- Original Message ---<BR>From: (b) (6) ><BR>Received: 3/27/10 11:30:41 AM EDT<BR>To: "TSA Contact Center" <[email protected]><BR>Subject: Re: TSA Contact Us: Complaints<BR><BR><FONT face=Arial><SPAN style="FONT-SIZE: 11pt">Thank you for your reply.<BR><BR>The information requested is as follows:<BR><BR><B><I>Specific name of the airport where the incident occurred:<BR></I></B>Oklahoma City International Airport (OKC) - American Airlines / Continental Airlines Security Checkpoint.<BR><BR><B><I>Date and time of incident:<BR></I></B>March 26th 2010 @ 5:15am Central Time<BR><BR><B><I>Contact phone number:<BR></I></B>407 733 8611<BR><BR><A href="http://www.tsa.gov/travelers/airtravel/acceptable_documents.shtm">http://www.tsa.gov/travelers/airtravel/acceptable_documents.s htm</A><BR><BR>Acceptable IDs include:<BR><BR></SPAN></FONT> <UL> <LI><FONT face=Arial><SPAN style="FONT-SIZE: 11pt">U.S. passport </SPAN></FONT> <LI><FONT face=Arial><SPAN style="FONT-SIZE: 11pt">U.S. passport card </SPAN></FONT> <LI><FONT face=Arial><SPAN style="FONT-SIZE: 11pt">DHS "Trusted Traveler" cards (<B><U>NEXUS</U></B>, SENTRI, FAST) </SPAN></FONT> <LI><FONT face=Arial><SPAN style="FONT-SIZE: 11pt">U.S. Military ID (active duty or retired military and their dependents, and DOD civilians) </SPAN></FONT> <LI><FONT face=Arial><SPAN style="FONT-SIZE: 11pt">Permanent Resident Card </SPAN></FONT> <LI><FONT face=Arial><SPAN style="FONT-SIZE: 11pt">Border Crossing Card </SPAN></FONT> <LI><FONT face=Arial><SPAN style="FONT-SIZE: 11pt">DHS-designated enhanced driver's license </SPAN></FONT> <LI><FONT face=Arial><SPAN style="FONT-SIZE: 11pt">Drivers Licenses or other state photo identity cards issued by Department of Motor Vehicles (or equivalent) that meets REAL ID benchmarks (All states are currently in compliance) </SPAN></FONT> <LI><FONT face=Arial><SPAN style="FONT-SIZE: 11pt">A Native American Tribal Photo ID </SPAN></FONT>
<LI><FONT face=Arial><SPAN style="FONT-SIZE: 11pt">An airline or airport-issued ID (if issued under a TSA-approved security plan) </SPAN></FONT> <LI><FONT face=Arial><SPAN style="FONT-SIZE: 11pt">A foreign government-issued passport </SPAN></FONT> <LI><FONT face=Arial><SPAN style="FONT-SIZE: 11pt">Canadian provincial driver's license or Indian and Northern Affairs Canada (INAC) card </SPAN></FONT> <LI><FONT face=Arial><SPAN style="FONT-SIZE: 11pt">Transportation Worker Identification Credential (TWIC) <BR></SPAN></FONT></LI></UL><FONT face=Arial><SPAN style="FONT-SIZE: 11pt"><BR><BR> <HR align=center SIZE=3 width="95%"> <B>From: </B>TSA-ContactCenter <<A href="http:/[email protected]">[email protected]</A>><BR><B>Date: </B>Fri, 26 Mar 2010 18:02:37 -0400<BR><B>To: </B>(b) (6) <<A href="http:(b) (6) </A>><BR><B>Subject: </B>Re: TSA Contact Us: Complaints <<#459499583841#>><BR><BR></SPAN><FONT size=4><SPAN style="FONT-SIZE: 14pt">Thank you for your e-mail message. We appreciate that you took the time to share this information with us.</SPAN></FONT><SPAN style="FONT-SIZE: 11pt"> <BR><BR></SPAN><FONT size=4><SPAN style="FONT-SIZE: 14pt"></SPAN></FONT><SPAN style="FONT-SIZE: 11pt"><BR><BR></SPAN><FONT size=4><SPAN style="FONT-SIZE: 14pt">So that we may forward your e-mail to the appropriate office for action, please provide us with the following specific details:</SPAN></FONT><SPAN style="FONT-SIZE: 11pt"> <BR></SPAN></FONT> <UL> <LI><FONT face=Arial><FONT size=4><SPAN style="FONT-SIZE: 14pt"><B><I>Specific name of the airport where the incident occurred</I></B> </SPAN></FONT></FONT> <LI><FONT face=Arial><FONT size=4><SPAN style="FONT-SIZE: 14pt">Date and time of incident </SPAN></FONT></FONT> <LI><FONT face=Arial><FONT size=4><SPAN style="FONT-SIZE: 14pt">Contact number if one is available.</SPAN></FONT><SPAN style="FONT-SIZE: 11pt"> <BR></SPAN></FONT></LI></UL><FONT face=Arial><FONT size=4><SPAN style="FONT-SIZE: 14pt">You can also provide us with this information by calling the TSA Contact Center, toll-free at (866) 289-9673. If you are outside the United States and cannot use the toll-free number, please call us at (571) 227-2900. <BR></SPAN></FONT><SPAN style="FONT-SIZE: 11pt"><BR></SPAN><FONT size=4><SPAN style="FONT-SIZE: 14pt"></SPAN></FONT><SPAN style="FONT-SIZE: 11pt"><BR><BR></SPAN><FONT size=4><SPAN style="FONT-SIZE: 14pt">TSA monitors the number and nature of complaints it receives to track trends and spot areas of concern that may require special attention. This ongoing process enables us to ensure prompt, corrective action whenever we determine that security screening policies need modification or specific employees or screener teams are the subjects of repeated complaints. <BR></SPAN></FONT><SPAN style="FONT-SIZE: 11pt"><BR></SPAN><FONT size=4><SPAN style="FONT-SIZE: 14pt"></SPAN></FONT><SPAN style="FONT-SIZE: 11pt"><BR><BR></SPAN><FONT size=4><SPAN style="FONT-SIZE: 14pt">TSA Contact Center<BR></SPAN></FONT><SPAN style="FONT-SIZE: 11pt"><BR><BR><BR>--- Original Message ---<BR>From: <<A href="http:/(b) (6) </A>><BR>Received: 3/26/10 12:14:42 PM EDT<BR>To: "TSA Contact Center" <<A href="http:/[email protected]">[email protected]</A>><BR>Subject: TSA Contact Us: Complaints<BR><BR>THIS GENERATED EMAIL HAS BEEN SENT FROM <A href="http://www.tsa.gov/contact/index.shtm">http://www.tsa.gov/contact/index.shtm</A><BR>-----------------------------------------------------------------------------------------------------------<BR>Remote Client IP: (b) (6) <BR>Date Time: 3/26/2010 6:41:29 AM<BR>-----------------------------------------------------------------------------------------------------------<BR><BR><B>Name:</B> (b) (6) <BR><B>Email:</B> <A href="http:/(b) (6) </A> <BR><B>Complaints:</B> Inconsistent Screening (Different Practices between Airports) <BR><B>Flight Info (If applicable. Enter Flight#/Airline/Terminal/Airport/Gate/Etc):</B> Oklahoma American Airlines TSA checkpoint. <BR><B>Comments:</B> NO TSA staff Not even supervisor!! knew about NEXUS form of ID. They did not even know what it is!! On the TSA site clearly states is acceptable and all other airports travelled within US have accepted it. Obviously training is required or even TSA personnel should look at your web site more often!!<BR><BR><BR>------ TCC Control Number: -----<BR>><BR></SPAN></FONT></div> <BR><BR>------ TCC Control Number: ------<BR><<#459499-583841#>></body></html> END RECORD
CONTACT RECORD
EID: 51608575 Contact Type: Contact Date: 2010-04-05 20:14:16 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2010-03-08 20:16:00 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: (b) (6) Fulfillment Sent: Mail Return Date: Contact Email: Subject: The following items were broken in (b) (6) luggage: a clock, picture frames, an antique tea pot, and bowls. Body: Agent Notes: Advised caller we would note issue, and an FYI will be sent to the CSM at that airport who oversees the screening operation. Offered a claim form. Faxed claim form to caller. Advised caller we would note issue, and an FYI will be sent to the CSM at that airport who oversees the screening operation. Offered a claim form. Faxed claim form to caller. Flight 255 & 6593, Baggage tag n/a, Check-in time: around 6:23 AM Follow Up: The following items were broken in (b) (6) luggage: a clock, picture frames, an antique tea pot, and bowls. (b) (6) is very dissappointed and has asked that TSA exercises more care. To TSOC Date: From TSOC Date: Last Updated By: (b) (6) 4/5/2010 8:29:12 PM,(b) (6) 4/5/2010 8:29:19 PM, Last Update Date: Opening Agent: Opened Date: 4/5/2010 8:14:16 PM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, DEN Denver, CO, USA - Denver International, BIL Billings, MT, USA - Billings Logan Intnl Airport, Airline: United Airlines -¬United Airlines -¬, Subject Category: Mishandling of Passengers Property - Disarrayed Carry-on/Checked Baggage - Mishandling of Passengers Property Disarrayed Carry-on/Checked Baggage Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 51619513 Contact Type: Contact Date: 2010-04-13 16:02:21 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2010-04-13 07:25:00 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Caller wanted to report unprofessional behavior displayed by TSA employee at OKC. Caller also stated that pills and diabetic medication was damaged in checked bag. Body: Agent Notes: Apologized to the caller and advised that a message will be sent to CSM. Apologized to the caller and advised that a message will be sent to CSM. Follow Up: Caller states that he flew in today and they dumped everything out in his bag and its food (chicken popertash) spilled every where and is very Irrate, they have also dumped his diabetic supplies out and he is very livid. This caller is very beligerate and angry. Contact him at (b) (6) To TSOC Date: From TSOC Date: Last Updated By: (b) (6) 4/13/2010 4:23:41 PM,(b) (6) 4/13/2010 4:23:53 PM,(b) (6) 4/13/2010 4:36:21 PM,(b) (6) 4/13/2010 4:36:32 PM,(b) (6) 5/11/2010 2:43:28 PM,(b) (6) 5/12/2010 8:49:18 PM, Last Update Date: Opening Agent: Opened Date: 4/13/2010 4:02:21 PM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, Airline: Southwest AirlinesSouthwest Airlines, Subject Category: Discourteous- Rude Employee - Discourteous- Rude Employee Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 51620006 Contact Type: Contact Date: 2010-04-13 21:08:33 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2010-04-13 08:15:00 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Caller says that her medication was spilled in her bag and some medication was stolen. Body: Agent Notes: Provided Lost and Found information to caller and SF-95 form mailed on on the TSA.gov website. Provided Lost and Found information to caller and SF-95 form mailed on on the TSA.gov website. Notice of Inspection was left. Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) 4/13/2010 9:12:29 PM, Last Update Date: Opening Agent: Opened Date: 4/13/2010 9:08:33 PM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, MHT Manchester, NH, USA - Manchester, BWI Baltimore, MD, USA - Baltimore-Washington International, Airline: Southwest AirlinesSouthwest Airlines, Subject Category: Claim Form Requests - Missing items from Checked Baggage - Claim Form Requests - Missing items from Checked Baggage Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 51623377 Contact Type: Contact Date: 2010-04-15 17:13:41 Medium: EMAIL Contact Status: CLOSED Incident Date: Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: (b) (6) Subject: ISSUE, ISSUE, ISSUE, TSA Contact Us: Complaints Body: THIS GENERATED EMAIL HAS BEEN SENT FROM http://www.tsa.gov/contact/index.shtm -----------------------------------------------------------------------------------------------------------Remote Client IP: (b) (6) Date Time: 4/14/2010 9:59:31 AM ------------------------------------------------------------------------------------------------------------
Name: (b) (6) Email:(b) (6) Complaints:My Complaint is Not Listed Here Flight Info (If applicable. Enter Flight#/Airline/Terminal/Airport/Gate/Etc):Flight 570 from OKC to BWI Flight 327 from BWI to MHT Southwest Airlines Comments:I checked two bags in OKC, the following information was placed on the bag in question by a SW employee : PNR QDFFEA/ Position: OKCK06/ 04/13/2010 07:12/ Claim #OKCK194272/ When I retrieved the bag in MHT there was no indication that my bag had been chosen for additional screening. Once home, it was determined that a prescription had been stolen from my bag. One of my prescription bottles had been removed from the interior bag in which all prescriptions had been placed, while the lid was still on this bottle, several pills from this bottle were found inside the interior bag. The prescription for Oxycodone was missing. This prescription contain approximately 38 pills (5mg each). I spoke with a TSA representative by phone (#given to me by OKC baggage employee. I was told told "go to TSA website and print out a claim" and mail it in. I did not want to file a claim but report that a prescription drug had been stolen from my bag. I was again told i could file a claim. With all the added security implemented, I would think that a theft of a prescription of Oxycodone would be important Agent Notes: Consumer Complaint BCC/CSM Response Consumer Complaint BCC/CSM Response, MISSING TSA LOCKS RESPONSE, Merged 2 or more different responses to address the consumer's concerns. Deleted all paragraphs and sentences that would not assist in answering the consumer's concerns. BCC OKC SHM/CSQIM (b) (6) Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) 4/15/2010 5:13:41 PM,(b) (6) 4/15/2010 5:16:57 PM, Last Update Date: Opening Agent: Opened Date: 4/14/2010 6:59:13 PM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, BWI Baltimore, MD, USA - Baltimore-Washington International, MHT Manchester, NH, USA - Manchester, Airline: Southwest AirlinesSouthwest Airlines,
Subject Category: Claim Form Requests - Missing items from Checked Baggage - Claim Form Requests - Missing items from Checked Baggage Interaction Type: COMPLAINT Response Email: From: Prior Vendor To: (b) (6) Subject: Re: TSA Contact Us: Complaints <<#467651-593187#>> Body: <html><head><style type="text/css">p {margin-bottom: 0; margin-top: 0;}</style></head><body bgcolor="#ffffff" style="background: #ffffff"> <font size="2"><div style="width:100%;word-wrap:break-word;font-family: Arial;color: #000000;"><P><FONT size=3 face=" Helvetica, sans-serif,Arial">Thank you for your email message. We are sorry you were unhappy with your recent travel experience.</FONT> </P> <P><FONT size=3> </FONT> </P> <P><FONT size=3 face=" Helvetica, sans-serif,Arial">Because your complaint is regarding screening at OKC, we have forwarded a copy of your email to the Customer Service Manager at that airport. The Customer Service Manager is responsible for ensuring that the screener workforce adheres to TSA principles for professional processing.</FONT> </P> <P><FONT size=3> </FONT> </P> <P><FONT size=3 face=" Helvetica, sans-serif,Arial">We monitor the number and nature of complaints we receive to track trends and spot areas of concern that may require special attention. This ongoing process will enable us to ensure prompt, corrective action whenever we determine that security-screening policies need modification or specific employees or screener teams are the subjects of repeated complaints.</FONT> </P> <P> </P> <P><SPAN><FONT color=black size=3 face=Arial,sans-serif>In addition, if you like, you<B> </B></FONT></SPAN><FONT color=black size=3 face=Arial,sans-serif><SPAN>may file a claim for compensation by completing the attached Standard Form 95 (claim form).</SPAN><SPAN> </SPAN><SPAN>Claim forms are available on our website at </SPAN></FONT><U><SPAN><FONT color=#0000ff size=3 face=Arial,sans-serif>www.tsa.gov.</FONT></SPAN></U><SPAN><FONT size=3 face=Arial,sans-serif> </FONT></SPAN><SPAN><FONT color=black size=3 face=Arial,sans-serif>If you decide to file a claim, it will be processed in accordance with the Federal Tort Claims Act. </FONT></SPAN></P> <P><FONT size=3> </FONT> </P> <P><FONT size=3 face=" Helvetica, sans-serif,Arial">Again, the TSA offers our sincere apologies and encourage you to check the latest information at </FONT><A href="http://www.tsa.gov/" shape=rect><FONT size=3 face=" Helvetica, sansserif,Arial">www.tsa.gov</FONT></A><FONT size=3 face=" Helvetica, sans-serif,Arial">.</FONT> </P> <P><FONT size=3> </FONT> </P> <P><FONT size=3 face=" Helvetica, sans-serif,Arial">TSA Contact Center</FONT><FONT size=3 face=" Helvetica, sans-serif,Arial"><BR clear=none></FONT></P></div> </font><br /> <br><br><div>--- Original Message ---<BR>From: <(b) (6) ><BR>Received: 4/14/10 6:59:15 PM EDT<BR>To: "TSA Contact Center" <[email protected]><BR>Subject: TSA Contact Us: Complaints<BR><BR>THIS GENERATED EMAIL HAS BEEN SENT FROM http://www.tsa.gov/contact/index.shtm<BR>-----------------------------------------------------------------------------------------------------------<BR>Remote Client IP: (b) (6) <BR>Date Time: 4/14/2010 9:59:31 AM<BR>-----------------------------------------------------------------------------------------------------------<BR><BR> <TABLE style="WIDTH: 750px" border=2 cellSpacing=1 cellPadding=3> <TBODY> <TR> <TD style="TEXT-ALIGN: right; WIDTH: 200px; VERTICAL-ALIGN: top; FONT-WEIGHT: bold">Name:</TD> <TD>(b) (6) </TD></TR> <TR> <TD style="TEXT-ALIGN: right; WIDTH: 200px; VERTICAL-ALIGN: top; FONT-WEIGHT: bold">Email:</TD> <TD>(b) (6) </TD></TR> <TR> <TD style="TEXT-ALIGN: right; WIDTH: 200px; VERTICAL-ALIGN: top; FONT-WEIGHT: bold">Complaints:</TD> <TD>My Complaint is Not Listed Here</TD></TR> <TR> <TD style="TEXT-ALIGN: right; WIDTH: 200px; VERTICAL-ALIGN: top; FONT-WEIGHT: bold">Flight Info (If applicable. Enter Flight#/Airline/Terminal/Airport/Gate/Etc):</TD> <TD>Flight 570 from OKC to BWI<BR>Flight 327 from BWI to MHT<BR>Southwest Airlines</TD></TR> <TR> <TD style="TEXT-ALIGN: right; WIDTH: 200px; VERTICAL-ALIGN: top; FONT-WEIGHT: bold">Comments:</TD> <TD>I checked two bags in OKC, the following information was placed on the bag in question by a SW employee <BR>: PNR QDFFEA/ Position: OKCK06/ 04/13/2010 07:12/ Claim #OKCK194272/<BR>When I retrieved the bag in MHT there was no indication that my bag had been chosen for additional screening. Once home, it was determined that a prescription had been stolen from my bag. One of my prescription bottles had been removed from the interior bag in which all prescriptions had been placed, while the lid was still on this bottle, several pills from this bottle were found inside the interior bag. The prescription for Oxycodone was missing. This prescription contain approximately 38 pills (5mg each). I spoke with a TSA representative by phone (#given to me by OKC baggage employee. I was
told told "go to TSA website and print out a claim" and mail it in. I did not want to file a claim but report that a prescription drug had been stolen from my bag. I was again told i could file a claim. <BR><BR>With all the added security implemented, I would think that a theft of a prescription of Oxycodone would be important.</TD></TR></TBODY></TABLE></div> <BR><BR>------ TCC Control Number: ------<BR><<#467651-593187#>></body></html> END RECORD
CONTACT RECORD
EID: 51623409 Contact Type: Contact Date: 2010-04-15 17:27:16 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2010-04-15 13:00:00 Contact Prefix: Contact First Name: Unknown Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Caller wanted to report that items were not re-packed properly in checked luggage after screening at (OKC). , Body: Agent Notes: Advised caller we would note issue. Advised caller we would note issue. Caller was unhappy and chose not to leave his name or number. Caller wanted nothing done he only wanted the information logged and denied the claim form. NOI in checked bag Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) 4/15/2010 5:31:55 PM, Last Update Date: Opening Agent: Opened Date: 4/15/2010 5:27:16 PM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, ORD Chicago, IL, USA - O'hare International Airport, Airline: American Airlines -¬American Airlines -¬, Subject Category: Mishandling of Passengers Property - Disarrayed Carry-on/Checked Baggage - Mishandling of Passengers Property Disarrayed Carry-on/Checked Baggage Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 51649572 Contact Type: Contact Date: 2010-05-04 10:39:50 Medium: EMAIL Contact Status: CLOSED Incident Date: Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: (b) (6) Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: (b) (6) Subject: ISSUE, Be Respectful Body: I arrived home (Oklahoma City) last night from a wonderful week in Cabo San Lucas. After spending over an hour in carefully packing my suitcase: making sure the clothes that I did not wear were folded appropriately (to arrive home as wrinkle-free as possible), also making sure that my dirty clothes were under plastic and at the bottom of the suitcase, organizing shoes, undergarments, swimsuits, etc., etc., and placing my jewelry (which was in a jewelry organizer) in the middle of the suitcase, protected from snagging clothing and protected from prying eyes...............I arrive home to discover your TSA Notice of Baggage Inspection on top of my wadded up heap of clothing and with the Jewelry Organizer on the very top of the wadded mess. I was so angry with you people and your total lack of respect - these are other people's things that you are handling. How would you want your own carefully packed suitcase, full of your favorite clothing treated? Believe me, I understand that you have many bags to go through and Security is the reason you even exist. But have respect for people and their items. Treat their belongings as you would want your own treated. The fumbling, investigative hands that groped through my luggage didn't even bother to fold back the clothing, replace the plastic wrapping or even re-snap the strapping that held the clothes tightly in place. The jewelry bag was unzipped and spilling all over the mess. I don't know if this inspection took place in Cabo or in Denver or if it even matters. What I would request: pass this e-mail along to all TSA. Is it really so difficult to be courteous, tolerant and respectful of other people? If I recall correctly, the very reason for Homeland Security and the subsequent TSA was due to a group of people that have NO tolerance or respect for others. TSA - walk a higher road and make us proud that you exist for everyone's security, just plain be respectful.
(b) (6)
Oklahoma City, OK Agent Notes: General Complaint & Falling Short of Standard General Complaint & Falling Short of Standard, Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) 5/4/2010 10:39:50 AM,(b) (6) 5/4/2010 10:42:06 AM, Last Update Date: Opening Agent: Opened Date: 5/3/2010 6:55:24 PM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, Airline: Subject Category: Mishandling of Passengers Property - Disarrayed Carry-on/Checked Baggage - Mishandling of Passengers Property Disarrayed Carry-on/Checked Baggage Interaction Type: COMPLAINT
Response Email: From: Prior Vendor To: (b) (6) Subject: Re: Be Respectful <<#475600-602638#>> Body: <html><head><style type="text/css">p {margin-bottom: 0; margin-top: 0;}</style></head><body bgcolor="#ffffff" style="background: #ffffff"> <font size="2"><div style="width:100%;word-wrap:break-word;font-family: Arial;color: #000000;"><P><FONT face=" Helvetica, sansserif,Arial">Thank you for your electronic mail message. We are sorry you were unhappy with your recent travel experience and hope that the following information will be helpful. </FONT></P> <P> </P> <P><FONT face=" Helvetica, sans-serif,Arial">One of our key objectives has been to ensure that all passengers consistently receive professional and courteous checkpoint processing while maintaining our high level of security. Along with expanded training on the enhanced security procedures, each Federal airport screener receives training on professional and courteous conduct to make the process run smoothly and reduce the inconvenience to the public. </FONT></P> <P> </P> <P><FONT face=" Helvetica, sans-serif,Arial">Enhanced security measures require that all checked baggage undergo some form of screening for prohibited items. A variety of security measures are applied to the baggage and/or persons of passengers selected through the screening process, including random searches. Physical search of the luggage is required to clear every alarm. TSA screeners should exercise great care during the screening process to ensure that passengers' belongings are returned and not damaged when a bag needs to be opened. Unfortunately, on some occasions the screening process may fall short of our established standard. We apologize if these high standards were not met.</FONT> </P> <P> </P> <P><FONT face=" Helvetica, sans-serif,Arial">We monitor the number and nature of complaints we receive to track trends and spot areas of concern that may require special attention. This ongoing process will enable us to ensure prompt, corrective action whenever we determine that security-screening policies need modification or specific employees or screener teams are the subjects of repeated complaints.</FONT> </P> <P> </P> <P><FONT face=" Helvetica, sans-serif,Arial">We appreciate your taking the time to share your thoughts and concerns with us. </FONT></P> <P> </P> <P> </P> <P><FONT face=" Helvetica, sans-serif,Arial">TSA Contact Center</FONT> </P> <P> </P> <P><FONT face=" Helvetica, sans-serif,Arial"><BR clear=none></FONT> </P></div> </font><br /> <br><br><div>--- Original Message ---<BR>From: "T&(b) (6) ><BR>Received: 5/3/10 6:55:23 PM EDT<BR>To: "TSA Contact Center" <[email protected]><BR>Subject: Be Respectful<BR><BR> <META name=GENERATOR content="MSHTML 6.00.2900.5945"> <STYLE></STYLE> <DIV><FONT size=2 face=Arial>I arrived home (Oklahoma City) last night from a wonderful week in Cabo San Lucas. After spending over an hour in carefully packing my suitcase: making sure the clothes that I did not wear were folded appropriately (to arrive home as wrinkle-free as possible), also making sure that my dirty clothes were under plastic and at the bottom of the suitcase, organizing shoes, undergarments, swimsuits, etc., etc., and placing my jewelry (which was in a jewelry organizer) in the middle of the suitcase, protected from snagging clothing and protected from prying eyes...............I arrive home to discover your TSA Notice of Baggage Inspection on top of my wadded up heap of clothing and with the Jewelry Organizer on the very top of the wadded mess. I was so angry with you people and your total lack of respect - these are other people's things that you are handling. How would you want your own carefully packed suitcase, full of your favorite clothing treated?</FONT></DIV> <DIV><FONT size=2 face=Arial></FONT> </DIV> <DIV><FONT size=2 face=Arial>Believe me, I understand that you have many bags to go through and Security is the reason you even exist. But have respect for people and their items. Treat their belongings as you would want your own treated. The fumbling, investigative hands that groped through my luggage didn't even bother to fold back the clothing, replace the plastic wrapping or even re-snap the strapping that held the clothes tightly in place. The jewelry bag was unzipped and spilling all over the mess. I don't know if this inspection took place in Cabo or in Denver or if it even matters.</FONT></DIV> <DIV><FONT size=2 face=Arial></FONT> </DIV> <DIV><FONT size=2 face=Arial>What I would request: pass this e-mail along to all TSA. Is it really so difficult to be courteous, tolerant and respectful of other people? If I recall correctly, the very reason for Homeland Security and the subsequent TSA was due to a group of people that have NO tolerance or respect for others. TSA - walk a higher road and make us proud that you exist for everyone's security, just plain be respectful.</FONT></DIV> <DIV><FONT size=2 face=Arial></FONT> </DIV> <DIV><FONT size=2 face=Arial>(b) (6) </FONT></DIV> <DIV><FONT size=2 face=Arial>(b) (6) .</FONT></DIV></div> <BR><BR>------ TCC Control Number: ------<BR><<#475600-602638#>></body></html>
END RECORD
CONTACT RECORD
EID: 51651134 Contact Type: Contact Date: 2010-05-05 08:34:23 Medium: EMAIL Contact Status: CLOSED Incident Date: Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: (b) (6) Subject: ISSUE, TSA Contact Us: Complaints Body: THIS GENERATED EMAIL HAS BEEN SENT FROM http://www.tsa.gov/contact/index.shtm -----------------------------------------------------------------------------------------------------------Remote Client IP: (b) (6) Date Time: 5/4/2010 6:58:59 AM ------------------------------------------------------------------------------------------------------------
Name: (b) (6) Email: (b) (6) Complaints:Damaged or Missing items in Checked or Carry-on Baggage Flight Info (If applicable. Enter Flight#/Airline/Terminal/Airport/Gate/Etc):Oklahoma City (Will Rogers World) to Denver (Denver Intl.) 03/24/10 4:30 PM - 5:24 PM Frontier Airlines 1148 Operated By: LYNX AVIATION
Denver (Denver Intl.) to San Francisco (SFO) 03/24/10 5:55 PM - 7:38 PM Frontier Airlines 655 Comments:Two of my brand new still sealed lotions and one make up remover were stolen. They were all inside my checked luggage. My luggage was locked with a TSA lock, which no one supposes to able to open it except for the TSA staffs. This is the first time happened to me but it happens quite often around the people I know. Seems like the TSA staffs stealing stuffs from the passengers' luggage is quite common. My only insecurity for taking the plane is the TSA staffs stealing stuffs. It's very unacceptable and disappointing. The purpose of TSA is to assure the security and safely of the passengers but this security system has created more crimesGǪ Rather my case gets resolve or not. I highly hope this will improve Agent Notes: Retrieve Items & Claims Response Retrieve Items & Claims Response, Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) 5/5/2010 8:34:23 AM,(b) (6) 5/5/2010 8:35:56 AM, Last Update Date: Opening Agent: Opened Date: 5/4/2010 1:03:02 PM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, DEN Denver, CO, USA - Denver International, SFO San Francisco, CA, USA - San Francisco Intl Airport, Airline: Frontier Airlines (present)Frontier Airlines (present), Subject Category: Claim Form Requests - Missing items from Checked Baggage - Claim Form Requests - Missing items from Checked Baggage Interaction Type: COMPLAINT
Response Email: From: Prior Vendor To: (b) (6) Subject: Re: TSA Contact Us: Complaints <<#476018-603110#>> Body: <html><head><style type="text/css">p {margin-bottom: 0; margin-top: 0;}</style></head><body bgcolor="#ffffff" style="background: #ffffff"> <font size="2"><div style="width:100%;word-wrap:break-word;font-family: Arial;color: #000000;"><P>Thank you for your email message regarding the retrieval of lost items. <BR clear=none> <BR clear=none>Each airport establishes procedures for handling lost and found items. The Transportation Security Administration (TSA) follows those procedures where they exist. The airports in those instances are responsible for holding and disposing items under applicable local laws. Items, such as locks, tags, straps, and other external luggage pieces, are often lost or damaged as the baggage goes through the baggage handling equipment and may or may not have been found by airline/airport personnel. </P> <P>In an airport where no policy exists, found articles are collected, stored, and disposed of under General Services Administration rules. TSA is unable to identify and return all items, but may be able to locate and return items on a case-by-case basis. We suggest you contact the airport where your items were confiscated or lost. </P> <P><STRONG>OKC TSA Lost & Found/405-680-3233</STRONG><BR clear=none> <BR clear=none>We work very hard to achieve consistency in the security processes. As we inspect screening operations at airports and receive feedback from the traveling public, we address inconsistencies and ensure corrective actions are taken, when necessary. We will continue to do all that we can to inspect screening operations and provide written procedures and training to specify how the process is to be applied.<BR clear=none> <BR clear=none>To file a claim, fill out the attached Standard Form 95 (claim form) in accordance with the instructions, and return it to the address in box #1. Please be sure to follow the instructions carefully, and to fill out the claim form completely. While use of the form is not mandatory, it will help you ensure that you meet the legal requirements for filing a claim. If you decide to file a claim, it will be processed in accordance with the Federal Tort Claims Act.<BR clear=none> <BR clear=none>Once the Claims Management Office has received your claim form, you will be sent a letter of acknowledgement and a claim number. You should keep the claim number for future reference when inquiring about your claim. TSA will try to resolve your claim as quickly as possible, but it may need time to make a further investigation of the facts. If TSA denies your claim, or has not finally resolved it within 6 months after you have filed it, you may have a right to bring your claim to court. <BR clear=none> <BR clear=none>You can also access claim forms online at the TSAGÇÖs Claims Management OfficeGÇÖs website at <A href="http://www.tsa.gov/travelers/customer/claims/index.shtm" shape=rect>www.tsa.gov/travelers/customer/claims/index.shtm</A>. This website also has information related to filing a claim, checking the status of a claim, and other claim-related issues. You can also access this website by clicking on the Claims Management Office link in the GÇ£Resource CenterGÇ¥ on TSAGÇÖs homepage at <A href="http://www.tsa.gov/" shape=rect>www.tsa.gov</A>. If you have additional questions related to the claims process, please contact the Claims Management Office at <A href="mailto:[email protected]" shape=rect>[email protected]</A>. <BR clear=none> <BR clear=none>TSA Contact Center<BR clear=none></P></div> </font><br /> <br><br><div>--- Original Message ---<BR>From: <(b) (6) ><BR>Received: 5/4/10 1:03:02 PM EDT<BR>To: "TSA Contact Center" <[email protected]><BR>Subject: TSA Contact Us: Complaints<BR><BR>THIS GENERATED EMAIL HAS BEEN SENT FROM http://www.tsa.gov/contact/index.shtm<BR>-----------------------------------------------------------------------------------------------------------<BR>Remote Client IP: (b) (6) <BR>Date Time: 5/4/2010 6:58:59 AM<BR>-----------------------------------------------------------------------------------------------------------<BR><BR> <TABLE style="WIDTH: 750px" border=2 cellSpacing=1 cellPadding=3> <TBODY> <TR> <TD style="TEXT-ALIGN: right; WIDTH: 200px; VERTICAL-ALIGN: top; FONT-WEIGHT: bold">Name:</TD> <TD>(b) (6) </TD></TR> <TR> <TD style="TEXT-ALIGN: right; WIDTH: 200px; VERTICAL-ALIGN: top; FONT-WEIGHT: bold">Email:</TD> <TD>(b) (6) </TD></TR> <TR> <TD style="TEXT-ALIGN: right; WIDTH: 200px; VERTICAL-ALIGN: top; FONT-WEIGHT: bold">Complaints:</TD> <TD>Damaged or Missing items in Checked or Carry-on Baggage</TD></TR> <TR> <TD style="TEXT-ALIGN: right; WIDTH: 200px; VERTICAL-ALIGN: top; FONT-WEIGHT: bold">Flight Info (If applicable. Enter Flight#/Airline/Terminal/Airport/Gate/Etc):</TD> <TD>Oklahoma City (Will Rogers World) to Denver (Denver Intl.) 03/24/10 4:30 PM - 5:24 PM Frontier Airlines 1148 Operated By: LYNX AVIATION <BR><BR><BR>Denver (Denver Intl.) to San Francisco (SFO) 03/24/10 5:55 PM - 7:38 PM Frontier Airlines 655</TD></TR> <TR> <TD style="TEXT-ALIGN: right; WIDTH: 200px; VERTICAL-ALIGN: top; FONT-WEIGHT: bold">Comments:</TD> <TD>Two of my brand new still sealed lotions and one make up remover were stolen. They were all inside my checked luggage. My luggage was locked with a TSA lock, which no one supposes to able to open it except for the TSA staffs. This is the first time happened to me but it happens quite often around the people I know. Seems like the TSA staffs stealing stuffs from the passengers' luggage is quite common. My only insecurity for taking the plane is the TSA staffs stealing stuffs. It's very unacceptable and disappointing. The purpose of TSA is to assure the security and safely of the passengers but this security system has created more crimesGǪ Rather my
case gets resolve or not. I highly hope this will improve.</TD></TR></TBODY></TABLE></div> <BR><BR>------ TCC Control Number: ------<BR><<#476018-603110#>></body></html> END RECORD
CONTACT RECORD
EID: 51655999 Contact Type: Contact Date: 2010-05-07 20:17:08 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2010-05-07 13:00:00 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: (b) (6) Fulfillment Sent: Mail Return Date: Contact Email: Subject: Caller wanted to report that items were spilled thru his bag from not being repacked in checked baggage after departing from OKC. Body: Agent Notes: Advised caller we will note issue, and an FYI will be sent to the CSM at that airport who oversees the screening operation. Faxed a claim form. Advised caller we will note issue, and an FYI will be sent to the CSM at that airport who oversees the screening operation. Faxed a claim form.Advised caller we will note issue, and an FYI will be sent to the CSM at that airport who oversees the screening operation. Offered a claim form., Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) 5/7/2010 8:25:35 PM,(b) (6) 5/7/2010 8:25:42 PM, Last Update Date: Opening Agent: Opened Date: 5/7/2010 8:17:08 PM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, Airline: American Airlines -¬American Airlines -¬, Subject Category: Mishandling of Passengers Property - Damaged Items- Carry-on Baggage - Mishandling of Passengers Property Damaged Items- Carry-on Baggage Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 51661542 Contact Type: Contact Date: 2010-05-12 10:28:35 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2010-05-11 07:00:00 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: (b) (6) Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Caller said that there is a TSA lock on her mother-in-law suitcase that does not belong to her and they cannot get into the bag. Body: Agent Notes: Apologized to caller for the locks being put on her bag and suggested that she get into the bag the best way she can and file a claim. Told caller that the complaint would also be submitted. Apologized to caller for the locks being put on her bag and suggested that she get into the bag the best way she can and file a claim. Told caller that the complaint would also be submitted. Walked caller through website for claim form. Follow Up: Caller said that there is a TSA lock on her mother-in-law suitcase that does not belong to her and they cannot get into the bag. Offered caller a claim form and told her to get into the bag the best way she can and she can file for reimbursement for any damages or expenses that are a result of getting into the bag. To TSOC Date: From TSOC Date: Last Updated By: (b) (6) 5/12/2010 10:35:14 AM,(b) (6) 5/12/2010 10:35:37 AM,(b) (6) 5/12/2010 10:35:42 AM, Last Update Date: Opening Agent: Opened Date: 5/12/2010 10:28:35 AM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, DFW Dallas/Ft Worth, TX, USA - Dallas Ft Worth International, JFK New York, NY, USA - John F Kennedy Intl Airport, ZRH Zurich, Switzerland - Zurich, Airline: American Airlines -¬American Airlines -¬, Subject Category: TSA Accepted Locks- General - TSA Accepted Locks- General Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 51667500 Contact Type: Contact Date: 2010-05-16 15:03:47 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2010-05-15 14:34:00 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Items ( mexican tablecloth) missing from checked bag@ OKC Body: Agent Notes: Provided Lost and Found information to caller. Caller declined information for SF-95. Provided Lost and Found information to caller. Caller declined information for SF-95. Caller found NOI. Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) 5/16/2010 3:12:09 PM, Last Update Date: Opening Agent: Opened Date: 5/16/2010 3:03:47 PM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, Airline: United Airlines -¬United Airlines -¬, Subject Category: Claim Form Requests - Missing items from Checked Baggage - Claim Form Requests - Missing items from Checked Baggage Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 51673715 Contact Type: Contact Date: 2010-05-20 00:19:45 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2010-05-19 15:05:00 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Items (laptop) damaged in checked bag @ OKC. Caller left OKC 5/19/10 3:05pm on Southwest. There is a NOI. Caller said laptop is scratched and does not operate. Body: Agent Notes: Provided caller with information on the claims process, and SF-95 emailed to (b) (6) 5/20/10 12:26am Provided caller with information on the claims process, and SF-95 emailed to (b) (6) 5/20/10 12:26am Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) 5/20/2010 12:27:16 AM, Last Update Date: Opening Agent: Opened Date: 5/20/2010 12:19:45 AM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, LAS Las Vegas, NV, USA - Mccarran International Airport, Airline: Southwest AirlinesSouthwest Airlines, Subject Category: Claim Form Requests-Checked Bag - Claim Form Requests-Checked Bag Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 51678513 Contact Type: Contact Date: 2010-05-23 23:02:43 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2010-05-22 11:02:00 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: (b) (6) found a NOI however, a leatherman (pocket knife) is missing. Body: Agent Notes: Provided Lost and Found information to caller and walked caller through TSA web for an SF-95 form Provided Lost and Found information to caller and walked caller through TSA web for an SF-95 form Explained to caller her bag went through the x-ray it failed the inspected and TSA screeners have to physically inspect the passengers bag. Explained to caller the machine is very sensitive and when it alarmed, viewing a suspicious item or having hard time viewing an item. It would fail the inspection. Told caller our number 1 priority is to make sure that every one including herself are flying safe.
Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) 5/23/2010 11:07:25 PM, Last Update Date: Opening Agent: Opened Date: 5/23/2010 11:02:43 PM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, Airline: United Airlines -¬United Airlines -¬, Subject Category: Claim Form Requests - Missing items from Checked Baggage - Claim Form Requests - Missing items from Checked Baggage Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 51678555 Contact Type: Contact Date: 2010-05-24 01:06:31 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2010-05-23 10:00:00 Contact Prefix: (b) (6) Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Items (whisky) missing from checked bag@ OKC. Body: Agent Notes: Provided Lost and Found information to caller and SF-95 form walked thru website Provided Lost and Found information to caller and SF-95 form walked thru website Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) 5/24/2010 1:12:15 AM, Last Update Date: Opening Agent: Opened Date: 5/24/2010 1:06:31 AM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, Airline: Subject Category: Claim Form Requests - Missing items from Checked Baggage - Claim Form Requests - Missing items from Checked Baggage Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 51683747 Contact Type: Contact Date: 2010-05-26 17:22:38 Medium: EMAIL Contact Status: CLOSED Incident Date: Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: (b) (6) Subject: ISSUE, FW: lost items Body: Resending this since no one has replied or even bothered to address this issue. TSgt Easterling -----Original Message----From: (b) (6) Sent: Sunday, January 10, 2010 7:29 PM To: '[email protected]' Subject: lost items To whom it my concern:
I Traveled from OKC Will Rogers World Airport on 1 Jan 2010, at 5:40 Am. I received my Bags here at Kandahar, Afghanistan. I was going through my bags and found one bag had been inspected. I discovered that a military issued canteen, and 2 bottles of unopened supplements were missing. The canteen is green 1 qt. and the supplements were 1 bottle of Lipo6x 240ct valued at 89.95, and 1 bottle of Arson fat burner valued at 34.95. both of these were in my bag, with a TSA approved combination lock. The baggage inspection paper is stamped OKC 0550.
I looked at the web-site and seem that none of my Items were on the prohibited list. I need to know what I need to do to get my items returned to me or reimbursed for the missing items. (b) (6)
(b) (6)
Agent Notes: Retrieve Items & Claims Response Retrieve Items & Claims Response, Included OKC lost and found number in response. Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) 5/26/2010 5:22:38 PM,(b) (6) 5/26/2010 5:25:49 PM, Last Update Date: Opening Agent: Opened Date: 5/26/2010 12:01:46 PM Linked Event IDs: Responses: Response
Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, KDH Kandahar, Afghanistan - Kandahar, Airline: Subject Category: Claim Form Requests - Missing items from Checked Baggage - Claim Form Requests - Missing items from Checked Baggage Interaction Type: COMPLAINT Response Email: From: Prior Vendor To: (b) (6) Subject: Re: FW: lost items <<#423573-615052#>> Body: <html><head><style type="text/css">p {margin-bottom: 0; margin-top: 0;}</style></head><body bgcolor="#ffffff" style="background: #ffffff"> <font size="2"><div style="width:100%;word-wrap:break-word;font-family: Arial;color: #000000;"><P>Thank you for your email message regarding the retrieval of missing items. <BR clear=none> <BR clear=none>Each airport establishes procedures for handling lost and found items. The Transportation Security Administration (TSA) follows those procedures where they exist. The airports in those instances are responsible for holding and disposing items under applicable local laws. In an airport where no policy exists, found articles are collected, stored, and disposed of under General Services Administration rules. TSA is unable to identify and return all items, but may be able to locate and return items on a case-by-case basis. <EM><STRONG>We suggest you contact the airport (OKC) where your items were missing at 405-680-3233.<BR clear=none></STRONG></EM> <BR clear=none>We work very hard to achieve consistency in the security processes. As we inspect screening operations at airports and receive feedback from the traveling public, we address inconsistencies and ensure corrective actions are taken, when necessary. We will continue to do all that we can to inspect screening operations and provide written procedures and training to specify how the process is to be applied.<BR clear=none> <BR clear=none>To file a claim, fill out the attached Standard Form 95 (claim form) in accordance with the instructions, and return it to the address in box #1. Please be sure to follow the instructions carefully, and to fill out the claim form completely. While use of the form is not mandatory, it will help you ensure that you meet the legal requirements for filing a claim. If you decide to file a claim, it will be processed in accordance with the Federal Tort Claims Act.<BR clear=none> <BR clear=none>Once the Claims Management Office has received your claim form, you will be sent a letter of acknowledgement and a claim number. You should keep the claim number for future reference when inquiring about your claim. TSA will try to resolve your claim as quickly as possible, but it may need time to make a further investigation of the facts. If TSA denies your claim, or has not finally resolved it within 6 months after you have filed it, you may have a right to bring your claim to court. <BR clear=none> <BR clear=none>You can also access claim forms online at the TSAGÇÖs Claims Management OfficeGÇÖs website at <A href="http://www.tsa.gov/travelers/customer/claims/index.shtm" shape=rect>www.tsa.gov/travelers/customer/claims/index.shtm</A>. This website also has information related to filing a claim, checking the status of a claim, and other claim-related issues. You can also access this website by clicking on the Claims Management Office link in the GÇ£Resource CenterGÇ¥ on TSAGÇÖs homepage at <A href="http://www.tsa.gov/" shape=rect>www.tsa.gov</A>. If you have additional questions related to the claims process, please contact the Claims Management Office at <A href="mailto:[email protected]" shape=rect>[email protected]</A>. <BR clear=none> <BR clear=none>TSA Contact Center<BR clear=none></P></div> </font><br /> <br><br><div>--- Original Message ---<BR>From: <(b) (6) ><BR>Received: 5/26/10 12:01:46 PM EDT<BR>To: "TSA Contact Center" <[email protected]><BR>Subject: FW: lost items<BR><BR> <META name=Generator content="MS Exchange Server version 6.5.7654.12"><!-- Converted from text/plain format --> <P><FONT size=2>Resending this since no one has replied or even bothered to address this</FONT> <BR><FONT size=2>issue. </FONT></P> (b) (6) <P><FONT size=2>-----Original Message-----</FONT> <BR><FONT size=2>From: (b) (6) </FONT><BR><FONT size=2>Sent: Sunday, January 10, 2010 7:29 PM</FONT> <BR><FONT size=2>To: '[email protected]'</FONT> <BR><FONT size=2>Subject: lost items</FONT></P> <P><FONT size=2>To whom it my concern:</FONT></P> <P><FONT size=2> </FONT> </P> <P><FONT size=2>I Traveled from OKC Will Rogers World Airport on 1 Jan 2010, at 5:40 Am.</FONT> <BR><FONT size=2>I received my Bags here at Kandahar, Afghanistan. I was going through my</FONT> <BR><FONT size=2>bags and found one bag had been inspected. I discovered that a military</FONT> <BR><FONT size=2>issued canteen, and 2 bottles of unopened supplements were missing. The</FONT> <BR><FONT size=2>canteen is green 1 qt. and the supplements were 1 bottle of Lipo6x</FONT> <BR><FONT size=2>240ct valued at 89.95, and 1 bottle of Arson fat burner valued at 34.95.</FONT> <BR><FONT size=2>both of these were in my bag, with a TSA approved combination lock. The</FONT> <BR><FONT size=2>baggage inspection paper is stamped OKC 0550. </FONT></P> <P><FONT size=2> </FONT></P> <P><FONT size=2>I looked at the web-site and seem that none of my Items were on the</FONT> <BR><FONT size=2>prohibited list. I need to know what I need to do to get my items</FONT> <BR><FONT size=2>returned to me or reimbursed for the missing items. (b) (6) </FONT> <BR><FONT size=2>(b) (6) </FONT></P></div> <BR><BR>------ TCC Control Number: ------<BR><<#423573-615052#>></body></html> END RECORD
CONTACT RECORD
EID: 51713764 Contact Type: Contact Date: 2010-06-16 11:38:09 Medium: EMAIL Contact Status: CLOSED Incident Date: Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: (b) (6) Subject: ISSUE, lost luggage lock Body: Good morning, I traveled yesterday from Oklahoma City to Baltimore (BWI) on flight #565. The TSA did a baggage inspection on my checked bag which was locked with an approved TSA lock. The TSA person did not put the lock back on the bag. I would appreciate a return of the lock. I have attached a picture for ease of locating.
I would appreciate a response to this email. Should I file a claim? Thank you
(b) (6) (b) (6)
executive producer
Agent Notes: MISSING TSA LOCKS RESPONSE MISSING TSA LOCKS RESPONSE, Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) 6/16/2010 11:38:09 AM,(b) (6) 6/16/2010 11:38:56 AM, Last Update Date: Opening Agent: Opened Date: 6/14/2010 1:43:37 PM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, BWI Baltimore, MD, USA - Baltimore-Washington International, Airline: Subject Category: TSA Accepted Locks - Missing or Damaged - TSA Accepted Locks - Missing or Damaged Interaction Type: COMPLAINT Response Email: From: Prior Vendor To: (b) (6) Subject: Re: lost luggage lock <<#494456-624299#>> Body: <html><head><style type="text/css">p {margin-bottom: 0; margin-top: 0;}</style></head><body bgcolor="#ffffff" style="background:
#ffffff"> <font size="2"><div style="width:100%;word-wrap:break-word;font-family: Arial;color: #000000;"><P style="MARGIN: 0in 0in 0pt" class=msonormal><FONT size=3 face=Arial,sans-serif><SPAN>Thank you for your email message regarding your missing Transportation Security Administration (TSA) recognized lock(s).</SPAN></FONT> </P> <P style="MARGIN: 0in 0in 0pt" class=msonormal><FONT size=3 face=Arial,sans-serif><SPAN> </SPAN></FONT> </P> <P style="MARGIN: 0in 0in 0pt" class=msonormal><FONT size=3 face=Arial,sans-serif><SPAN>TSA in cooperation with private industry, implemented the -recognized lock system to provide Transportation Security Officers (TSOs) the ability to identify, unlock, and then relock these devices.</SPAN><SPAN> </SPAN><SPAN>We believe this system will avoid unnecessary damage to luggage required to be opened by the TSOs and also provide a locking mechanism to passengers who wish to keep their luggage locked during their travels.</SPAN><SPAN> </SPAN><SPAN>Unfortunately, we cannot guarantee that these locks will never be damaged or lost while both TSOs and airline employees handle checked baggage.</SPAN></FONT> </P> <P style="MARGIN: 0in 0in 0pt" class=msonormal><FONT size=3 face=Arial,sans-serif><SPAN> </SPAN></FONT> </P> <P style="MARGIN: 0in -0.25in 0pt 0in" class=msonormal><FONT size=3 face=Arial,sans-serif><SPAN>TSA has found that many locks break off in airport baggage conveyor systems.</SPAN><SPAN> </SPAN><SPAN>To learn more about GÇÖs damaged locks, please visit <A href="http://www.tsa.gov/travelers/customer/claims/damagedlocks.shtm" shape=rect><U>www.tsa.gov/travelers/customer/claims/damagedlocks.shtm</U></A><U>.</U></SPAN></FONT> </P> <P style="MARGIN: 0in -0.25in 0pt 0in" class=msonormal> </P> <P><FONT size=3 face=Arial,sans-serif><SPAN>TSA assumes a very limited role with respect to checked baggage handling.</SPAN><SPAN> </SPAN><SPAN>We are responsible for checked baggage from the time it is presented for screening until the time it has been cleared after screening.</SPAN><SPAN> </SPAN><SPAN>Once checked baggage has been screened and cleared, air carriers are responsible for transporting it to its final destination.</SPAN><SPAN> </SPAN><SPAN>TSA generally has no role in prioritizing, sorting, or transporting checked baggage.</SPAN><SPAN> </SPAN><SPAN>As a result, the amount of time checked baggage is under TSA control is relatively short, though it varies depending upon the operational conditions of the airport.</SPAN></FONT> </P> <P> </P> <P style="MARGIN: 0in 0in 0pt" class=msonormal><FONT color=black size=3 face=Arial,sans-serif><SPAN>You<B> </B></SPAN><SPAN>may wish to file a claim for your TSA-recognized locks by completing the attached Standard Form 95 (claim form).</SPAN><SPAN> </SPAN><SPAN>Claim forms are available on our website at </SPAN></FONT><FONT color=#0000ff size=3 face=Arial,sans-serif><SPAN><U>www.tsa.gov.</U></SPAN></FONT><FONT size=3 face=Arial,sans-serif><SPAN> </SPAN></FONT><FONT color=black size=3 face=Arial,sans-serif><SPAN>If you decide to file a claim, it will be processed in accordance with the Federal Tort Claims Act. </SPAN></FONT></P> <P style="MARGIN: 0in 0in 0pt" class=msonormal><FONT size=3 face=Arial,sans-serif><SPAN> </SPAN></FONT> </P> <P style="MARGIN: 0in 0in 0pt" class=msonormal><FONT size=3 face=Arial,sans-serif><SPAN>We hope this information is helpful.</SPAN></FONT> </P> <P style="MARGIN: 0in 0in 0pt" class=msonormal><FONT size=3 face=Arial,sans-serif><SPAN> </SPAN></FONT> </P> <P style="MARGIN: 0in 0in 0pt" class=msonormal><FONT size=3 face=Arial,sans-serif><SPAN> </SPAN></FONT> </P></div> </font><br /> <br><br><div>--- Original Message ---<BR>From: (b) (6) ><BR>Received: 6/14/10 1:43:44 PM EDT<BR>To: "TSA Contact Center" <[email protected]><BR>Subject: lost luggage lock<BR><BR> <META name=Generator content="Microsoft Word 11 (filtered medium)"><?xml:namespace prefix = o ns = "urn:schemas-microsoftcom:office:office" /><o:SmartTagType name="City" namespaceuri="urn:schemas-microsoftcom:office:smarttags"></o:SmartTagType><o:SmartTagType name="place" namespaceuri="urn:schemas-microsoftcom:office:smarttags"></o:SmartTagType> <STYLE>st1\:*{behavior:url(#default#ieooui) }</STYLE> <STYLE><!-- /* Style Definitions */ p.MsoNormal, li.MsoNormal, div.MsoNormal{margin:0in;margin-bottom:.0001pt; font-size:12.0pt;font-family:"Times New Roman";}a:link, span.MsoHyperlink {color:blue;text-decoration:underline;}a:visited, span.MsoHyperlinkFollowed {color:purple;text-decoration:underline;}span.EmailStyle17 {mso-style-type:personal-compose;font-family:Arial;color:windowtext;} @page Section1{size:8.5in 11.0in;margin:1.0in 1.25in 1.0in 1.25in;} div.Section1{page:Section1;}--></STYLE> <DIV class=Section1> <P class=MsoNormal><FONT size=2 face=Arial><SPAN style="FONT-FAMILY: Arial; FONT-SIZE: 10pt">Good morning,<o:p></o:p></SPAN></FONT></P> <P class=MsoNormal><FONT size=2 face=Arial><SPAN style="FONT-FAMILY: Arial; FONT-SIZE: 10pt">I traveled yesterday from <?xml:namespace prefix = st1 ns = "urn:schemas-microsoft-com:office:smarttags" /><st1:City w:st="on"><st1:place w:st="on">Oklahoma City</st1:place></st1:City> to Baltimore (BWI) on flight #565. The TSA did a baggage inspection on my checked bag which was locked with an approved TSA lock. The TSA person did not put the lock back on the bag. I would appreciate a return of the lock. I have attached a picture for ease of locating.<o:p></o:p></SPAN></FONT></P> <P class=MsoNormal><FONT size=2 face=Arial><SPAN style="FONT-FAMILY: Arial; FONT-SIZE: 10pt"><o:p> </o:p></SPAN></FONT></P> <P class=MsoNormal><FONT size=2 face=Arial><SPAN style="FONT-FAMILY: Arial; FONT-SIZE: 10pt">I would appreciate a response to this email. Should I file a claim?<o:p></o:p></SPAN></FONT></P>
<P class=MsoNormal><FONT size=2 face=Arial><SPAN style="FONT-FAMILY: Arial; FONT-SIZE: 10pt">Thank you<o:p></o:p></SPAN></FONT></P> <P class=MsoNormal><FONT size=2 face=Arial><SPAN style="FONT-FAMILY: Arial; FONT-SIZE: 10pt"><o:p> </o:p></SPAN></FONT></P> <DIV> <P class=MsoNormal><STRONG><B><FONT color=#f14141 size=2 face=Arial><SPAN style="FONT-FAMILY: Arial; COLOR: #f14141; FONT-SIZE: 10pt">(b) (6) </SPAN></FONT><FONT color=#ff5050 size=4 face=Arial><SPAN style="FONT-FAMILY: Arial; COLOR: #ff5050; FONT-SIZE: 13pt"><BR></SPAN></FONT><FONT color=gray face=Arial><SPAN style="FONT-FAMILY: Arial; COLOR: gray">(b) (6) </SPAN></FONT><FONT color=#ff5050 size=4 face=Arial><SPAN style="FONT-FAMILY: Arial; COLOR: #ff5050; FONT-SIZE: 13pt">+</SPAN></FONT><B><FONT color=gray size=2 face=Arial><SPAN style="FONT-FAMILY: Arial; COLOR: gray; FONT-SIZE: 10pt; FONTWEIGHT: bold"> </SPAN></FONT></B><FONT color=gray size=2 face=Arial><SPAN style="FONT-FAMILY: Arial; COLOR: gray; FONTSIZE: 10pt">t.<B><SPAN style="FONT-WEIGHT: bold"> </SPAN></B></SPAN></FONT><FONT color=#999999 size=2 face=Arial><SPAN style="FONT-FAMILY: Arial; COLOR: #999999; FONT-SIZE: 10pt">410.727.5575 x108</SPAN></FONT><FONT color=#999999><SPAN style="COLOR: #999999"> </SPAN></FONT><FONT color=#ff5050 size=4 face=Arial><SPAN style="FONT-FAMILY: Arial; COLOR: #ff5050; FONT-SIZE: 13pt">-+</SPAN></FONT><B><FONT color=gray size=2 face=Arial><SPAN style="FONT-FAMILY: Arial; COLOR: gray; FONT-SIZE: 10pt; FONT-WEIGHT: bold"> </SPAN></FONT></B><FONT color=gray size=2 face=Arial><SPAN style="FONT-FAMILY: Arial; COLOR: gray; FONT-SIZE: 10pt">f.<B><SPAN style="FONT-WEIGHT: bold"> </SPAN></B></SPAN></FONT><FONT color=#999999 size=2 face=Arial><SPAN style="FONT-FAMILY: Arial; COLOR: #999999; FONT-SIZE: 10pt">443.451.8439 </SPAN></FONT><FONT color=#ff5050 size=4 face=Arial><SPAN style="FONT-FAMILY: Arial; COLOR: #ff5050; FONT-SIZE: 13pt">-+ </SPAN></FONT><FONT size=2 face=Arial><SPAN style="FONT-FAMILY: Arial; FONT-SIZE: (b) (6) </SPAN></FONT><o:p></o:p></P></DIV> <P class=MsoNormal><FONT size=3 face="Times New Roman"><SPAN style="FONT-SIZE: 12pt"><o:p> </o:p></SPAN></FONT></P></DIV></div> <BR><BR>------ TCC Control Number: ------<BR><<#494456-624299#>></body></html> END RECORD
CONTACT RECORD
EID: 51720773 Contact Type: Contact Date: 2010-06-21 11:37:19 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2010-06-17 09:55:00 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Caller wanted to report that items were not re-packed properly in checked luggage after screening at (OKC). Caller stated that the NOI was insdie the luggage and she almost damaged her book trying to remove it from the box. Body: Agent Notes: Advised caller we would note issue, and an FYI will be sent to the CSM at that airport who oversees the screening operation. Offered a claim form. Advised caller we would note issue, and an FYI will be sent to the CSM at that airport who oversees the screening operation. Offered a claim form. Follow Up: (b) (6) phoned the TSACC to report that her items were not repacked properly in checked luggage after inspection @ OKC. Caller stated that she packed a book in a box in her checked bag. (b) (6) stated that there was a NOI inside of the book in the box and when she went to open the box and remove the book it was almost damaged because of the way the inspection notice was placed into the book. (b) (6) stated that she was able to get the book out of the box without damaging the book, however she does not uderstand why the NOI was placed inside the book and not on top of the bag as usual. Advised caller that a message will be fowarded to the CSM at the airport for review. Caller did not request a call back. To TSOC Date: From TSOC Date: Last Updated By: (b) (6) 6/21/2010 11:53:00 AM,(b) (6) 6/21/2010 11:53:10 AM, Last Update Date: Opening Agent: Opened Date: 6/21/2010 11:37:19 AM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, LAX Los Angeles, CA, USA - Los Angeles Intl Airport, Airline: United Airlines -¬United Airlines -¬, Subject Category: Mishandling of Passengers Property - Disarrayed Carry-on/Checked Baggage - Mishandling of Passengers Property Disarrayed Carry-on/Checked Baggage Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 51721969 Contact Type: Contact Date: 2010-06-21 18:14:49 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2010-06-19 12:00:00 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Items damaged in carry on bag @(OKC & cell phone). Body: Agent Notes: Provided caller with information on the claims process, and walked caller thru website. Provided caller with information on the claims process, and walked caller thru website. Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) 6/21/2010 6:20:28 PM, Last Update Date: Opening Agent: Opened Date: 6/21/2010 6:14:49 PM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, DEN Denver, CO, USA - Denver International, Airline: Frontier Airlines (present)Frontier Airlines (present), Subject Category: Claim Form Requests-Carry On - Claim Form Requests-Carry On Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 51728948 Contact Type: Contact Date: 2010-06-25 15:29:54 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2010-06-24 18:00:00 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Caller stated her laptop was missing from her checked luggage when she departed from MCO, Body: Agent Notes: Provided Lost and Found information to caller and walked caller through website for claim form. Provided Lost and Found information to caller and walked caller through website for claim form. NOI was inside. Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) 6/25/2010 3:33:20 PM, Last Update Date: Opening Agent: Opened Date: 6/25/2010 3:29:54 PM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, MCO Orlando, FL, USA - Orlando International Airport, Airline: American Airlines -¬American Airlines -¬, Subject Category: Claim Form Requests - Missing items from Checked Baggage - Claim Form Requests - Missing items from Checked Baggage Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 51736302 Contact Type: Contact Date: 2010-06-30 13:21:16 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2010-06-28 23:37:00 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: (b) (6) Contact Address 2: Contact City: (b) (6) Contact State: (b) (6) Contact Zip:(b) (6) Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Pocket knive with his name (b) (6) on it and a pair of nail clipper were missing from checked bag@ ANC. 6-30-10., Body: Agent Notes: Provided Lost and Found information to caller and SF-95 form mailed on 6-30-10 Provided Lost and Found information to caller and SF-95 form mailed on 6-30-10 Caller stated he departed from ANC airport enroute to OKC airport via Continental Airlines and after retreiving his check bad found a NOI and a Pocket knive with his name (b) (6) on it and a pair of nail clipper missing from his checked bag. Follow Up: Caller stated he departed from ANC airport enroute to OKC airport via Continental Airlines and after retreiving his check bad found a NOI and a Pocket knive with his name (b) (6) on it and a pair of nail clipper missing from his checked bag. To TSOC Date: From TSOC Date: Last Updated By: (b) (6) 6/30/2010 1:38:28 PM,(b) (6) 6/30/2010 1:38:40 PM,(b) (6) 7/1/2010 7:26:27 AM,JESSIE.WEBSTER 7/1/2010 7:26:38 AM, Last Update Date: Opening Agent: Opened Date: 6/30/2010 1:21:16 PM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, ANC Anchorage, AK, USA - Anchorage International, Airline: Continental Airlines (present) -¬Continental Airlines (present) -¬, Subject Category: Claim Form Requests - Missing items from Checked Baggage - Claim Form Requests - Missing items from Checked Baggage Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 517401 Contact Type: Fulfillment Contact Date: Jun 19 2012 8:03AM Medium: Inbound Call Contact Status: Closed Incident Date: Jun 18 2012 5:40AM Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: (b) (6) Contact Address 2: Contact City: (b) (6) Contact State: (b) (6) Contact Zip: (b) (6) Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Jun 19 2012 9:57AM Mail Return Date: Contact Email: (b) (6) Subject: Mishandling of Passenger Property Body: Caller flew on 6 18 2012 from Oklahama City on Southwest Airliines flight 615. He had a notice of inspection. The notice of inspection is stamped 5:15 am I7. The baggage claim number is 0526920057. He does not have the gate or terminal number. He said that his clothing was just thrown back in his bag. His bag of LGAs were smashed and on his clothing. He had tools in the bag. He stated that he is not a threat and he does not understand why his bag was inspected. He thinks that the TSA should inform each passenger why their bag was inspected. He also wanted to make a complaint because TSA did not take the time to put his items back in the bag the way he had them. He wanted a claim form mailed to him. He said he will have to have his clothing cleaned.
I gave the following informaton: Transportation Security Administration (TSA) screeners are trained to exercise great care during the screening process to ensure that a passenger s belongings are returned and not damaged when a bag needs to be opened. We regret if these high standards were not met. To file a claim, you may fill out claim form in accordance with the instructions and return it to the address in box number 1. Once the Claims Management Office (CMO) has received your claim form, you will be sent a letter of acknowledgement and a claim number. You should keep the claim number for future reference when inquiring about your claim. TSA will try to resolve claims as quickly as possible but may need time for further investigation of the facts. If TSA denies your claim, or has not finally resolved it within 6 months after you have filed it, you may have a right to bring your claim to court. I also gave information per: http: www.tsa.gov travelers customer claims forms.shtm. You should receive an acknowledgement letter from TSA within three weeks if you submit the claim by USPS (within 6 days if submitted by fax). I advised the caller that every alarm must be cleared. I mailed him a claim form. I advised him that I would forward his record to the CSM at OKC for review. Agent Notes: Sent to CSM at OKC on 6-19-12 by (b) (6) . Updated street address from Country Road to County Road per USPS - (b) (6) Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Jun 19 2012 9:44AM Opening Agent: (b) (6) Opened Date: 6/19/2012 8:03:24 AM Linked Event IDs: 6-19
Responses: Response Template Name: Missing Damaged Items in Checked Bags NOI Included and Claim Info Airport: OKC Airline: Southwest Airlines Subject Category: Mishandling of Passenger Property - Damaged/Missing Items--Checked Luggage w/ Claim Request
Interaction Type: Complaint Response Email: END RECORD
CONTACT RECORD
EID: 51743682 Contact Type: Contact Date: 2010-07-05 17:03:25 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2010-07-05 09:00:00 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Caller wants to report their Non-TSA accepted lock is missing after traveling through (OKC). His zipper was also damaged as a result. Body: Agent Notes: Explained that TSA is not liable for these locks. Provided claims information from tsa.gov for the luggage damages. Explained that TSA is not liable for these locks. Provided claims information from tsa.gov for the luggage damages. There's a NOI in the baggage. Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) 7/5/2010 5:11:19 PM, Last Update Date: Opening Agent: Opened Date: 7/5/2010 5:03:25 PM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, HOU Houston, TX, USA - Houston Hobby Airport, Airline: Southwest AirlinesSouthwest Airlines, Subject Category: TSA Accepted Lock - Non TSA Accepted Lock - TSA Accepted Lock - Non TSA Accepted Lock Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 51743909 Contact Type: Contact Date: 2010-07-05 21:50:52 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2010-07-05 21:50:52 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Items (foundation makeup missing from checked bag@OKC. Claim form will be downloaded Body: Agent Notes: Provided Lost and Found information to caller and SF-95 form will be downloaded Provided Lost and Found information to caller and SF-95 form will be downloaded. flt 194 bag claim 070880 Caller wanted to report that items were not re-packed properly in checked luggage after screening at OKC Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) 7/5/2010 9:50:52 PM,(b) (6) 7/5/2010 9:56:46 PM, Last Update Date: Opening Agent: Opened Date: 7/5/2010 9:50:52 PM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, STL St Louis, MO, USA - Lambert-St Louis Internatl, Airline: Southwest AirlinesSouthwest Airlines, Subject Category: Claim Form Requests - Missing items from Checked Baggage - Claim Form Requests - Missing items from Checked Baggage Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 51747743 Contact Type: Contact Date: 2010-07-07 22:48:12 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2010-07-07 11:25:00 Contact Prefix: (b) (6) Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: (b) (6) Contact Address 2: Contact City: (b) (6) Contact State: (b) (6) Contact Zip: (b) (6) Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Items (phone charge) missing from checked bag@ OKC . Enter date claim form was mailed., 7/7/2010 Body: Agent Notes: Provided Lost and Found information to caller and SF-95 form mailed on (7/7/2010) Provided Lost and Found information to caller and SF-95 form mailed on (7/7/2010) Caller did not have a notice of bag inspection Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) 7/7/2010 10:54:59 PM, Last Update Date: Opening Agent: Opened Date: 7/7/2010 10:48:12 PM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, Airline: Southwest AirlinesSouthwest Airlines, Subject Category: Claim Form Requests - Missing items from Checked Baggage - Claim Form Requests - Missing items from Checked Baggage Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 51760859 Contact Type: Contact Date: 2010-07-16 10:30:28 Medium: EMAIL Contact Status: CLOSED Incident Date: Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: (b) (6) Subject: ISSUE, TSA Contact Us: Complaints Body: THIS GENERATED EMAIL HAS BEEN SENT FROM http://www.tsa.gov/contact/index.shtm -----------------------------------------------------------------------------------------------------------Remote Client IP: (b) (6) Date Time: 7/14/2010 8:22:09 AM ------------------------------------------------------------------------------------------------------------
Name: (b) (6) Email: (b) (6) Complaints:Damaged or Missing items in Checked or Carry-on Baggage Flight Info (If applicable. Enter Flight#/Airline/Terminal/Airport/Gate/Etc):Flight 2814 on Southwest Airlines from OKC to Denver on 7/13/10 Departing at 7:50 Am Comments:I was traveling with my golf clubs in a hardcase travel bag. I use a TSA approved lock on the golf club travel container. I suspect a TSA agent inspected the contents and forgot to replace the lock. Some items were adjusted in the container so I know it was opened for inspection. Also, there was no TSA notice inside the container that it was opened for inspection Agent Notes: MISSING TSA LOCKS RESPONSE MISSING TSA LOCKS RESPONSE, Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) 7/16/2010 10:30:28 AM,(b) (6) 7/16/2010 10:31:22 AM, Last Update Date: Opening Agent: Opened Date: 7/14/2010 12:54:10 PM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, DEN Denver, CO, USA - Denver International, Airline: Southwest AirlinesSouthwest Airlines, Subject Category: TSA Accepted Locks - Missing or Damaged - TSA Accepted Locks - Missing or Damaged Interaction Type: COMPLAINT Response Email: From: Prior Vendor To: (b) (6) Subject: Re: TSA Contact Us: Complaints <<#508629-640682#>> Body: <html><head><style type="text/css">p {margin-bottom: 0; margin-top: 0;}</style></head><body bgcolor="#ffffff" style="background: #ffffff">
<font size="2"><div style="width:100%;word-wrap:break-word;font-family: Arial;color: #000000;"><P style="MARGIN: 0in 0in 0pt" class=msonormal><SPAN><FONT size=3 face=Arial,sans-serif>Thank you for your email message regarding your missing Transportation Security Administration (TSA) recognized lock(s).</FONT></SPAN> </P> <P style="MARGIN: 0in 0in 0pt" class=msonormal><SPAN><FONT size=3 face=Arial,sans-serif> </FONT></SPAN> </P> <P style="MARGIN: 0in 0in 0pt" class=msonormal><SPAN><FONT size=3 face=Arial,sans-serif>TSA in cooperation with private industry, implemented the -recognized lock system to provide Transportation Security Officers (TSOs) the ability to identify, unlock, and then relock these devices.</FONT></SPAN><FONT size=3 face=Arial,sans-serif><SPAN> </SPAN><SPAN>We believe this system will avoid unnecessary damage to luggage required to be opened by the TSOs and also provide a locking mechanism to passengers who wish to keep their luggage locked during their travels.</SPAN><SPAN> </SPAN><SPAN>Unfortunately, we cannot guarantee that these locks will never be damaged or lost while both TSOs and airline employees handle checked baggage.</SPAN></FONT> </P> <P style="MARGIN: 0in 0in 0pt" class=msonormal><SPAN><FONT size=3 face=Arial,sans-serif> </FONT></SPAN> </P> <P style="MARGIN: 0in -0.25in 0pt 0in" class=msonormal><SPAN><FONT size=3 face=Arial,sans-serif>TSA has found that many locks break off in airport baggage conveyor systems.</FONT></SPAN><FONT size=3 face=Arial,sans-serif><SPAN> </SPAN><SPAN>To learn more about GÇÖs damaged locks, please visit <A href="http://www.tsa.gov/travelers/customer/claims/damagedlocks.shtm" shape=rect><U>www.tsa.gov/travelers/customer/claims/damagedlocks.shtm</U></A><U>.</U></SPAN></FONT> </P> <P style="MARGIN: 0in -0.25in 0pt 0in" class=msonormal> </P> <P><SPAN><FONT size=3 face=Arial,sans-serif>TSA assumes a very limited role with respect to checked baggage handling.</FONT></SPAN><FONT size=3 face=Arial,sans-serif><SPAN> </SPAN><SPAN>We are responsible for checked baggage from the time it is presented for screening until the time it has been cleared after screening.</SPAN><SPAN> </SPAN><SPAN>Once checked baggage has been screened and cleared, air carriers are responsible for transporting it to its final destination.</SPAN><SPAN> </SPAN><SPAN>TSA generally has no role in prioritizing, sorting, or transporting checked baggage.</SPAN><SPAN> </SPAN><SPAN>As a result, the amount of time checked baggage is under TSA control is relatively short, though it varies depending upon the operational conditions of the airport.</SPAN></FONT> </P> <P> </P> <P style="MARGIN: 0in 0in 0pt" class=msonormal><SPAN><FONT color=black size=3 face=Arial,sans-serif>You<B> </B></FONT></SPAN><FONT color=black size=3 face=Arial,sans-serif><SPAN>may wish to file a claim for your TSA-recognized locks by completing the attached Standard Form 95 (claim form).</SPAN><SPAN> </SPAN><SPAN>Claim forms are available on our website at </SPAN></FONT><SPAN><FONT color=#0000ff size=3 face=Arial,sansserif><U>www.tsa.gov.</U></FONT></SPAN><SPAN><FONT size=3 face=Arial,sans-serif> </FONT></SPAN><SPAN><FONT color=black size=3 face=Arial,sans-serif>If you decide to file a claim, it will be processed in accordance with the Federal Tort Claims Act. </FONT></SPAN></P> <P style="MARGIN: 0in 0in 0pt" class=msonormal><SPAN><FONT size=3 face=Arial,sans-serif> </FONT></SPAN> </P> <P style="MARGIN: 0in 0in 0pt" class=msonormal><SPAN><FONT size=3 face=Arial,sans-serif>We hope this information is helpful.</FONT></SPAN> </P> <P style="MARGIN: 0in 0in 0pt" class=msonormal><SPAN><FONT size=3 face=Arial,sans-serif> </FONT></SPAN> </P> <P style="MARGIN: 0in 0in 0pt" class=msonormal><SPAN><FONT size=3 face=Arial,sans-serif> </FONT></SPAN> </P></div> </font><br /> <br><br><div>--- Original Message ---<BR>From: <(b) (6) ><BR>Received: 7/14/10 12:54:10 PM EDT<BR>To: "TSA Contact Center" <[email protected]><BR>Subject: TSA Contact Us: Complaints<BR><BR>THIS GENERATED EMAIL HAS BEEN SENT FROM http://www.tsa.gov/contact/index.shtm<BR>-----------------------------------------------------------------------------------------------------------<BR>Remote Client IP: (b) (6) <BR>Date Time: 7/14/2010 8:22:09 AM<BR>-----------------------------------------------------------------------------------------------------------<BR><BR> <TABLE style="WIDTH: 750px" border=2 cellSpacing=1 cellPadding=3> <TBODY> <TR> <TD style="TEXT-ALIGN: right; WIDTH: 200px; VERTICAL-ALIGN: top; FONT-WEIGHT: bold">Name:</TD> <TD>(b) (6) </TD></TR> <TR> <TD style="TEXT-ALIGN: right; WIDTH: 200px; VERTICAL-ALIGN: top; FONT-WEIGHT: bold">Email:</TD> <TD(b) (6) </TD></TR> <TR> <TD style="TEXT-ALIGN: right; WIDTH: 200px; VERTICAL-ALIGN: top; FONT-WEIGHT: bold">Complaints:</TD> <TD>Damaged or Missing items in Checked or Carry-on Baggage</TD></TR> <TR> <TD style="TEXT-ALIGN: right; WIDTH: 200px; VERTICAL-ALIGN: top; FONT-WEIGHT: bold">Flight Info (If applicable. Enter Flight#/Airline/Terminal/Airport/Gate/Etc):</TD> <TD>Flight 2814 on Southwest Airlines from OKC to Denver on 7/13/10 Departing at 7:50 Am</TD></TR> <TR> <TD style="TEXT-ALIGN: right; WIDTH: 200px; VERTICAL-ALIGN: top; FONT-WEIGHT: bold">Comments:</TD> <TD>I was traveling with my golf clubs in a hardcase travel bag. I use a TSA approved lock on the golf club travel container. I suspect a TSA agent inspected the contents and forgot to replace the lock. Some items were adjusted in the container so I know it was opened for inspection. Also, there was no TSA notice inside the container that it was opened for inspection.</TD></TR></TBODY></TABLE></div> <BR><BR>------ TCC Control Number: ------<BR><<#508629-640682#>></body></html> END RECORD
CONTACT RECORD
EID: 51762925 Contact Type: Contact Date: 2010-07-17 22:24:52 Medium: TELEPHONE Contact Status: CLOSED Incident Date: Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Caller stated that her daughter flew and she had a makeup case and it spilled out all over the inside of her bag. Body: Agent Notes: I advised caller we would note issue, and an FYI will be sent to the CSM at that airport who oversees the screening operation. Offered a claim form. I advised caller we would note issue, and an FYI will be sent to the CSM at that airport who oversees the screening operation. Offered a claim form. Caller stated that there was a NOI inside of her bag. Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) 7/17/2010 10:46:01 PM, Last Update Date: Opening Agent: Opened Date: 7/17/2010 10:24:52 PM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, BWI Baltimore, MD, USA - Baltimore-Washington International, BOS Boston, MA, USA - Logan International Airline: Southwest AirlinesSouthwest Airlines, Subject Category: Mishandling of Passengers Property - Disarrayed Carry-on/Checked Baggage - Mishandling of Passengers Property Disarrayed Carry-on/Checked Baggage Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 51766105 Contact Type: Contact Date: 2010-07-20 08:38:31 Medium: EMAIL Contact Status: CLOSED Incident Date: Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: (b) (6) Subject: ISSUE, Re: TSA Contact Us: Compliments or Suggestions Body: Here are the specifics on this incident: Date & Time: June 24, 2010, approximately 6:30-7am Where: Will Rogers World Airport, Oklahoma City, OKlahoma Airline: Southwest (We went through security located to the east of Southwest's gates) Contact: You can contact me (b) (6) at (b) (6) Thanks for your response. Again, I'm not making a major complaint. I just think it's something your screeners need to be aware of, i.e., how they make an older person such as my Dad who has a pacemaker (and did have his card with him) feel. He felt totally violated and still says he doesn't plan to ever fly again. That's made it a hardship on me because I will now have to go back to driving them from Oklahoma to Kentucky which is a 13-14 hour drive versus a 3 hour total flight.
(b) (6)
On Fri, Jul 16, 2010 at 2:50 PM, TSA-ContactCenter wrote: > Thank you for your e-mail message. We appreciate that you took the > time to share this information with us. So that we may forward > your e-mail to the appropriate office for action, please provide us > with the following specific details: Specific name of the airport > where the incident occurred Date and time of incident Airline > Contact number if one is available. You can also provide us with this > information by calling the TSA Contact Center, toll-free at (866) > 289-9673. If you are outside the United States and cannot use the > toll-free number, please call us at (571) 227-2900. TSA monitors > the number and nature of complaints it receives to track trends and > spot areas of concern that may require special attention. This > ongoing process enables us to ensure prompt, corrective action > whenever we determine that security screening policies need > modification or specific employees or screener teams are the subjects > of repeated complaints. We hope this information is helpful. > TSA Contact Center > > > --- Original Message ---
> From: Received: 7/14/10 8:07:57 PM EDT > To: "TSA Contact Center" Subject: TSA Contact Us: Compliments or > Suggestions > > THIS GENERATED EMAIL HAS BEEN SENT FROM > http://www.tsa.gov/contact/index.shtm > > -----------------------------------------------------------------------------------------------------------> Remote Client IP: (b) (6) > Date Time: 7/14/2010 1:23:15 PM > > -----------------------------------------------------------------------------------------------------------> > Subject: Suggestions Name: (b) (6) Email: > (b) (6) Comments: I would like to give you some feedback on > the treatment of passengers that have to go through manual screening > because of medical devices, in this case, a pacemaker. > > I live in Oklahoma City and my brother lives in Louisville, Kentucky. > Every year I drive my elderly parents to Kentucky to visit my brother. > This is a 14 hour drive and I would much prefer to fly. > > This year, I finally convinced my parents to fly. However, my Dad had > to have a pacemaker put in this past January. This was only the 2nd > time he had ever flown, and first with the pacemaker. > > He had his card and showed it but of course they pulled him aside for > manual screening. He was absolutely humiliated by the screening. The > screener was not friendly and did a very "thorough" job. When he got > out of there, my dad said, "I ought to sue those people for that." He > now says that he will never fly again because of that experience. I > understand that safety is very important; however, I think they can > also take a passenger's age and feelings into consideration. > > The screener in Louisville on the return trip was much nicer and > talked to my dad the entire time which took his mind off of what they > were doing. > I think at the very least when it's a medical device that requires the > manual screening, they should take them into a private area and they > should try to be more understanding toward the person, i.e., customer > service should prevail in these situations rather than having the > passenger feel so violated. I hope you will take my suggestion and use > it to educate your screeners on how to handle passengers with medical > devices. Really, they should put themselves in the passenger's shoes > and undergo that type of screening several times a year themselves so > they don't forget the human side of what they are doing. > > Thanks for listening. > > ------ TCC Control Number: ----->> Agent Notes: Fwd to Appropriate Office Response Fwd to Appropriate Office Response, BCC OKC SHM/CSQIM (b) (6)
at
(b) (6)
Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) 7/20/2010 8:38:31 AM,(b) (6) Last Update Date: Opening Agent: Opened Date: 7/16/2010 5:59:25 PM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, Airline: Southwest AirlinesSouthwest Airlines,
7/20/2010 8:47:01 AM,
Subject Category: Secondary Screening - General - Secondary Screening - General Interaction Type: COMPLAINT Response Email: From: Prior Vendor To: (b) (6) Subject: Re: TSA Contact Us: Compliments or Suggestions <<#508838-640923#>> Body: <html><head><style type="text/css">p {margin-bottom: 0; margin-top: 0;}</style></head><body bgcolor="#ffffff" style="background: #ffffff"> <font size="2"><div style="width:100%;word-wrap:break-word;font-family: Arial;color: #000000;"><P><FONT size=3 face=" Helvetica, sans-serif,Arial">Thank you for your email message. </FONT></P> <P><FONT size=3> </FONT> </P> <P><FONT size=3 face=" Helvetica, sans-serif,Arial">Please accept our appreciation for you taking the time to share this information with us. Your email has been forwarded to the appropriate office at OKC for action as required. </FONT> </P> <P><FONT size=3> </FONT> </P> <P><FONT size=3 face=" Helvetica, sans-serif,Arial">We encourage you to check the latest information at </FONT><FONT size=3 face=" Helvetica, sans-serif,Arial"><A href="http://www.tsa.gov/" shape=rect>www.tsa.gov</A></FONT><FONT size=3 face=" Helvetica, sansserif,Arial">. </FONT></P> <P><FONT size=3> </FONT> </P> <P><FONT size=3 face="Arial, Helvetica, sans-serif">TSA Contact Center</FONT><FONT face=" Helvetica, sans-serif,Arial"><BR clear=none></FONT></P></div> </font><br /> <br><br><div>--- Original Message ---<BR>From: <(b) (6) ><BR>Received: 7/16/10 5:59:25 PM EDT<BR>To: "TSA Contact Center" <[email protected]><BR>Subject: Re: TSA Contact Us: Compliments or Suggestions<BR><BR> <META name=Generator content="MS Exchange Server version 6.5.7654.12"><!-- Converted from text/plain format --> <P><FONT size=2>Here are the specifics on this incident:</FONT></P> <P><FONT size=2>Date & Time: June 24, 2010, approximately 6:30-7am</FONT> <BR><FONT size=2>Where: Will Rogers World Airport, Oklahoma City, OKlahoma</FONT> <BR><FONT size=2>Airline: Southwest (We went through security located to the east of </FONT><BR><FONT size=2>Southwest's gates)</FONT> <BR><FONT size=2>Contact: You can contact me (b) (6) ) at (b) (6) </FONT> </P> <P><FONT size=2>Thanks for your response. Again, I'm not making a major complaint. I </FONT><BR><FONT size=2>just think it's something your screeners need to be aware of, i.e., how </FONT><BR><FONT size=2>they make an older person such as my Dad who has a pacemaker (and did </FONT><BR><FONT size=2>have his card with him) feel. He felt totally violated and still says </FONT><BR><FONT size=2>he doesn't plan to ever fly again. That's made it a hardship on me </FONT><BR><FONT size=2>because I will now have to go back to driving them from Oklahoma to </FONT><BR><FONT size=2>Kentucky which is a 13-14 hour drive versus a 3 hour total flight.</FONT> </P> <P><FONT size=2>(b) (6) </FONT></P><BR> <P><FONT size=2>On Fri, Jul 16, 2010 at 2:50 PM, TSA-ContactCenter wrote:</FONT> </P> <P><FONT size=2>> Thank you for your e-mail message. We appreciate that you took the </FONT><BR><FONT size=2>> time to share this information with us. So that we may forward </FONT><BR><FONT size=2>> your e-mail to the appropriate office for action, please provide us </FONT><BR><FONT size=2>> with the following specific details: Specific name of the airport </FONT><BR><FONT size=2>> where the incident occurred Date and time of incident Airline </FONT><BR><FONT size=2>> Contact number if one is available. You can also provide us with this </FONT><BR><FONT size=2>> information by calling the TSA Contact Center, toll-free at (866) </FONT><BR><FONT size=2>> 2899673. If you are outside the United States and cannot use the </FONT><BR><FONT size=2>> toll-free number, please call us at (571) 227-2900. TSA monitors </FONT><BR><FONT size=2>> the number and nature of complaints it receives to track trends and </FONT><BR><FONT size=2>> spot areas of concern that may require special attention. This </FONT><BR><FONT size=2>> ongoing process enables us to ensure prompt, corrective action </FONT><BR><FONT size=2>> whenever we determine that security screening policies need </FONT><BR><FONT size=2>> modification or specific employees or screener teams are the subjects </FONT><BR><FONT size=2>> of repeated complaints. We hope this information is helpful. </FONT><BR><FONT size=2>> TSA Contact Center</FONT><BR><FONT size=2>></FONT> <BR><FONT size=2>></FONT> <BR><FONT size=2>> --- Original Message ---</FONT> <BR><FONT size=2>> From: Received: 7/14/10 8:07:57 PM EDT</FONT> <BR><FONT size=2>> To: "TSA Contact Center" Subject: TSA Contact Us: Compliments or </FONT><BR><FONT size=2>> Suggestions</FONT><BR><FONT size=2>></FONT> <BR><FONT size=2>> THIS GENERATED EMAIL HAS BEEN SENT FROM </FONT><BR><FONT size=2>> <A href="http://www.tsa.gov/contact/index.shtm">http://www.tsa.gov/contact/index.shtm</A></FONT> <BR><FONT size=2>> </FONT><BR><FONT size=2>> ------------------------------------------------------------------------------------------------------------</FONT> <BR><FONT size=2>> Remote Client IP: (b) (6) </FONT> <BR><FONT size=2>> Date Time: 7/14/2010 1:23:15 PM</FONT> <BR><FONT size=2>> </FONT><BR><FONT size=2>> ------------------------------------------------------------------------------------------------------------</FONT> <BR><FONT size=2>></FONT> <BR><FONT size=2>> Subject: Suggestions Name: (b) (6) Email: </FONT><BR><FONT size=2>> Comments: I would like to give you some feedback on </FONT><BR><FONT size=2>> the treatment (b) (6) of passengers that have to go through manual screening </FONT><BR><FONT size=2>> because of medical devices, in this case, a pacemaker.</FONT> <BR><FONT size=2>></FONT> <BR><FONT size=2>> I live in Oklahoma City and my brother lives in Louisville,
Kentucky. </FONT><BR><FONT size=2>> Every year I drive my elderly parents to Kentucky to visit my brother. </FONT><BR><FONT size=2>> This is a 14 hour drive and I would much prefer to fly.</FONT> <BR><FONT size=2>></FONT> <BR><FONT size=2>> This year, I finally convinced my parents to fly. However, my Dad had </FONT><BR><FONT size=2>> to have a pacemaker put in this past January. This was only the 2nd </FONT><BR><FONT size=2>> time he had ever flown, and first with the pacemaker.</FONT> <BR><FONT size=2>></FONT> <BR><FONT size=2>> He had his card and showed it but of course they pulled him aside for </FONT><BR><FONT size=2>> manual screening. He was absolutely humiliated by the screening. The </FONT><BR><FONT size=2>> screener was not friendly and did a very "thorough" job. When he got </FONT><BR><FONT size=2>> out of there, my dad said, "I ought to sue those people for that." He </FONT><BR><FONT size=2>> now says that he will never fly again because of that experience. I </FONT><BR><FONT size=2>> understand that safety is very important; however, I think they can </FONT><BR><FONT size=2>> also take a passenger's age and feelings into consideration.</FONT> <BR><FONT size=2>></FONT> <BR><FONT size=2>> The screener in Louisville on the return trip was much nicer and </FONT><BR><FONT size=2>> talked to my dad the entire time which took his mind off of what they </FONT><BR><FONT size=2>> were doing.</FONT> <BR><FONT size=2>> I think at the very least when it's a medical device that requires the </FONT><BR><FONT size=2>> manual screening, they should take them into a private area and they </FONT><BR><FONT size=2>> should try to be more understanding toward the person, i.e., customer </FONT><BR><FONT size=2>> service should prevail in these situations rather than having the </FONT><BR><FONT size=2>> passenger feel so violated. I hope you will take my suggestion and use </FONT><BR><FONT size=2>> it to educate your screeners on how to handle passengers with medical </FONT><BR><FONT size=2>> devices. Really, they should put themselves in the passenger's shoes </FONT><BR><FONT size=2>> and undergo that type of screening several times a year themselves so </FONT><BR><FONT size=2>> they don't forget the human side of what they are doing.</FONT> <BR><FONT size=2>></FONT><BR><FONT size=2>> Thanks for listening.</FONT> <BR><FONT size=2>></FONT> <BR><FONT size=2>> ------ TCC Control Number: ------</FONT> <BR><FONT size=2>>></FONT></P></div> <BR><BR>------ TCC Control Number: ------<BR><<#508838-640923#>></body></html> END RECORD
CONTACT RECORD
EID: 51773761 Contact Type: Contact Date: 2010-07-24 12:32:40 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2010-07-23 11:00:00 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Caller wanted to report unprofessional behavior (threats) by a TSO @ OKC. Body: Agent Notes: Apologized to the caller and advised that a message will be sent to CSM. Apologized to the caller and advised that a message will be sent to CSM. Follow Up: (b) (6) would like to speak with someone at OKC about her screening experience. She was threatened by a TSO & would like his name. Also, the name of the agent who inspected her checked luggage. To TSOC Date: From TSOC Date: Last Updated By: (b) (6) 7/24/2010 12:41:34 PM,(b) (6) 7/24/2010 12:41:42 PM, Last Update Date: Opening Agent: Opened Date: 7/24/2010 12:32:40 PM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, LAS Las Vegas, NV, USA - Mccarran International Airport, Airline: Southwest AirlinesSouthwest Airlines, Subject Category: Discourteous- Rude Employee - Discourteous- Rude Employee Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 51776785 Contact Type: Contact Date: 2010-07-26 21:42:59 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2010-07-26 12:10:00 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Caller wanted to report that her jewelry bags were not re-packed properly in checked luggage after screening at OKC. Body: Agent Notes: Advised caller we would note issue, and an FYI will be sent to the CSM at that airport who oversees the screening operation. Offered a claim form. Advised caller we would note issue, and an FYI will be sent to the CSM at that airport who oversees the screening operation. Offered a claim form. Caller found NOI. Follow Up: (b) (6) wanted to report that her jewelry bag were not re-packed properly in checked luggage after screening at OKC. (b) (6) mentioned that her jewelry were all over the inside of her suitcase, there was a TSA notice of bag inspection. (b) (6) did not request a callback, she just wanted to report it to prevent it from happening again. (b) (6) To TSOC Date: From TSOC Date: Last Updated By: (b) (6) 7/26/2010 9:55:57 PM,(b) (6) 7/26/2010 9:56:03 PM, Last Update Date: Opening Agent: Opened Date: 7/26/2010 9:42:59 PM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, PDX Portland, OR, USA - Portland International Airport, Airline: Horizon AirHorizon Air, Subject Category: Mishandling of Passengers Property - Disarrayed Carry-on/Checked Baggage - Mishandling of Passengers Property Disarrayed Carry-on/Checked Baggage Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 51778016 Contact Type: Contact Date: 2010-07-27 15:42:15 Medium: TELEPHONE Contact Status: CLOSED Incident Date: Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Caller is missing 2 bottles of water from checked bag @ OKC. Body: Agent Notes: Provided caller that i would not the issue. Provided caller that i would not the issue. Caller destination was Cancun Mexico. Caller did not want to retrieve the water. Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) 7/27/2010 3:50:24 PM, Last Update Date: Opening Agent: Opened Date: 7/27/2010 3:42:15 PM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, ATL Atlanta, GA, USA - Hartsfield International, Airline: Delta Air Lines -¬Delta Air Lines -¬, Subject Category: Claim Form Requests - Missing items from Checked Baggage - Claim Form Requests - Missing items from Checked Baggage Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 51781141 Contact Type: Contact Date: 2010-07-29 11:41:10 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2010-07-29 08:00:00 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Caller stated that her TSA approved lock is missing from her checked luggage. Body: Agent Notes: Provided caller with the number for the lost and found at OKC. Walked caller through the website to download the claims form. Provided caller with the number for the lost and found at OKC. Walked caller through the website to download the claims form. NOI yes. Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) 7/29/2010 11:45:34 AM, Last Update Date: Opening Agent: Opened Date: 7/29/2010 11:41:10 AM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, Airline: Southwest AirlinesSouthwest Airlines, Subject Category: TSA Accepted Locks - Missing or Damaged - TSA Accepted Locks - Missing or Damaged Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 51787280 Contact Type: Contact Date: 2010-08-03 12:00:36 Medium: EMAIL Contact Status: CLOSED Incident Date: Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: (b) (6) Subject: ISSUE, TSA Contact Us: Complaints Body: THIS GENERATED EMAIL HAS BEEN SENT FROM http://www.tsa.gov/contact/index.shtm -----------------------------------------------------------------------------------------------------------Remote Client IP: (b) (6) Date Time: 8/2/2010 12:36:55 AM ------------------------------------------------------------------------------------------------------------
Name: (b) (6) Email: (b) (6) Complaints:Damaged or Missing items in Checked or Carry-on Baggage Flight Info (If applicable. Enter Flight#/Airline/Terminal/Airport/Gate/Etc):1704 / Continental / Houston, TX to Oklahoma City, OK / E6 (07/31/2010) Comments:I just wanted to make you aware of our situation that could have been handled more appropriately. The gentleman who handled our carry on baggage coming through security was very rude. He was so rough throwing our baggage into the bucket that my nephews shot glasses were broke. They were wrapped seperately in newspaper and insde a plastic sack. Also, TSA guy took every thing out of my moms bag and just crammed everything back into the carry on bag. Did not notice till today (8/1/10) that she did not get home with her camera. Made a report with the airline and now to the TSA to see if it might have been turned in to lost n found. Do not know if the camera was lost at airport security check or on plane since every thing was just thrown back into the bag. If I could give you the mans name I would but I can't. That kind of attitude and the handeling of my families bags was unnecessary and uncalled for. If people like that don't want to be there, then they should find another career instead of people like us having to deal with attitude. I have never had a problem like that with the TSA until now. It wouldn't be too much of a big deal but when our property is damaged and possibly lost due to someones carelessness then it becomes a problem. Thank you for your time Agent Notes: Additional info needed Additional info needed, Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) 8/3/2010 12:00:36 PM,(b) (6) 8/3/2010 12:04:09 PM, Last Update Date: Opening Agent: Opened Date: 8/2/2010 12:32:23 PM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, Airline: Continental Airlines (present) -¬Continental Airlines (present) -¬, Subject Category: Discourteous- Rude Employee - Discourteous- Rude Employee Interaction Type: COMPLAINT
Response Email: From: Prior Vendor To: (b) (6) Subject: Re: TSA Contact Us: Complaints <<#516791-650201#>> Body: <html><head><style type="text/css">p {margin-bottom: 0; margin-top: 0;}</style></head><body bgcolor="#ffffff" style="background: #ffffff"> <font size="2"><div style="width:100%;word-wrap:break-word;font-family: Arial;color: #000000;"><P><FONT face=" Helvetica, sansserif,Arial">Thank you for your e-mail message. We appreciate that you took the time to share this information with us.</FONT> </P> <P> </P> <P><FONT face=" Helvetica, sans-serif,Arial">So that we may forward your e-mail to the appropriate office for action, please provide us with the following specific details:</FONT> </P> <UL> <LI><STRONG><FONT face=" Helvetica, sans-serif,Arial">Specific name of the Houston airport where the incident occurred</FONT></STRONG> </LI></UL> <P> </P> <P><FONT face=" Helvetica, sans-serif,Arial">You can also provide us with this information by calling the TSA Contact Center, toll-free at (866) 289-9673. If you are outside the United States and cannot use the toll-free number, please call us at (571) 227-2900. </FONT></P> <P> </P> <P><FONT face=" Helvetica, sans-serif,Arial">TSA monitors the number and nature of complaints it receives to track trends and spot areas of concern that may require special attention. This ongoing process enables us to ensure prompt, corrective action whenever we determine that security screening policies need modification or specific employees or screener teams are the subjects of repeated complaints. </FONT></P> <P> </P> <P><FONT face=" Helvetica, sans-serif,Arial">We hope this information is helpful.</FONT> </P> <P> </P> <P><FONT face=" Helvetica, sans-serif,Arial">TSA Contact Center</FONT><FONT face=" Helvetica, sans-serif,Arial"><BR clear=none></FONT></P></div> </font><br /> <br><br><div>--- Original Message ---<BR>From: <(b) (6) ><BR>Received: 8/2/10 12:32:23 PM EDT<BR>To: "TSA Contact Center" <[email protected]><BR>Subject: TSA Contact Us: Complaints<BR><BR>THIS GENERATED EMAIL HAS BEEN SENT FROM http://www.tsa.gov/contact/index.shtm<BR>-----------------------------------------------------------------------------------------------------------<BR>Remote Client IP: (b) (6) <BR>Date Time: 8/2/2010 12:36:55 AM<BR>-----------------------------------------------------------------------------------------------------------<BR><BR> <TABLE style="WIDTH: 750px" border=2 cellSpacing=1 cellPadding=3> <TBODY> <TR> <TD style="TEXT-ALIGN: right; WIDTH: 200px; VERTICAL-ALIGN: top; FONT-WEIGHT: bold">Name:</TD> <TD>(b) (6) </TD></TR> <TR> <TD style="TEXT-ALIGN: right; WIDTH: 200px; VERTICAL-ALIGN: top; FONT-WEIGHT: bold">Email:</TD> <TD(b) (6) </TD></TR> <TR> <TD style="TEXT-ALIGN: right; WIDTH: 200px; VERTICAL-ALIGN: top; FONT-WEIGHT: bold">Complaints:</TD> <TD>Damaged or Missing items in Checked or Carry-on Baggage</TD></TR> <TR> <TD style="TEXT-ALIGN: right; WIDTH: 200px; VERTICAL-ALIGN: top; FONT-WEIGHT: bold">Flight Info (If applicable. Enter Flight#/Airline/Terminal/Airport/Gate/Etc):</TD> <TD>1704 / Continental / Houston, TX to Oklahoma City, OK / E6 (07/31/2010)</TD></TR> <TR> <TD style="TEXT-ALIGN: right; WIDTH: 200px; VERTICAL-ALIGN: top; FONT-WEIGHT: bold">Comments:</TD> <TD>I just wanted to make you aware of our situation that could have been handled more appropriately. The gentleman who handled our carry on baggage coming through security was very rude. He was so rough throwing our baggage into the bucket that my nephews shot glasses were broke. They were wrapped seperately in newspaper and insde a plastic sack. Also, TSA guy took every thing out of my moms bag and just crammed everything back into the carry on bag. Did not notice till today (8/1/10) that she did not get home with her camera. Made a report with the airline and now to the TSA to see if it might have been turned in to lost n found. Do not know if the camera was lost at airport security check or on plane since every thing was just thrown back into the bag. If I could give you the mans name I would but I can't. That kind of attitude and the handeling of my families bags was unnecessary and uncalled for. If people like that don't want to be there, then they should find another career instead of people like us having to deal with attitude. I have never had a problem like that with the TSA until now. It wouldn't be too much of a big deal but when our property is damaged and possibly lost due to someones carelessness then it becomes a problem. Thank you for your time.</TD></TR></TBODY></TABLE></div> <BR><BR>------ TCC Control Number: ------<BR><<#516791-650201#>></body></html>
END RECORD
CONTACT RECORD
EID: 51793361 Contact Type: Contact Date: 2010-08-07 16:20:00 Medium: EMAIL Contact Status: CLOSED Incident Date: Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: (b) (6) Subject: ISSUE, Screening of bags Body: Good afternoonI just completed a trip from Oklahoma City to Seattle and wanted to share my checked luggage screening experience with you. I checked one, unlocked Samsonite hard shell suitcase with 2 interior dividers and 2 interior pockets to OKC on Monday afternoon. Upon arrival in OKC, I opened my suitcase to find total disarray. All of my compartment dividers were not zipped up as they were when I checked my bags in Seattle neither were the interior pockets. Literally, my suitcase dumped its contents on the hotel room floor. What is TSA's policy on returning suitcases to the configuration presented after checking them? Second complaint: Upon returning to Seattle today, my luggage came out of the chute STILL OPEN. I quick hurried to secure what I could see falling out of the suitcase. I opened it at home and found the bag in the same manner of disarray that I found it in upon arrival in OKC. Upon further inspection it looks like the hinges are severely damaged (2 screws are popped out) and one of the locking latches was bent, presumably when the agent tried to reseal the bag but failed. I'm still inventorying the contents of the suitcase to see what was lost. What is TSA's policy to ensure officers reseal bags before putting them back on the belt? I will be starting a claim on the bag as it's not airworthy anymore. I may also be initiating a claim for lost items. This isn't the first time I've arrived somewhere and my bag was still open from the TSA inspection. Please let me know what your response is as far as the officer's responsibilities to the travelling public to restore their luggage to the condition it was delivered in and ensuring the luggage is closed before giving it back to the airline. Thank you,
(b) (6)
Agent Notes: General Complaint w/Claim Response General Complaint w/Claim Response, Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) 8/7/2010 4:20:00 PM,(b) (6) 8/7/2010 4:21:30 PM, Last Update Date: Opening Agent: Opened Date: 8/5/2010 6:29:38 PM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, SEA Seattle, WA, USA - Seattle Tacoma Intl Airport, Airline: Subject Category: Claim Form Requests-Checked Bag - Claim Form Requests-Checked Bag
Interaction Type: COMPLAINT Response Email: From: Prior Vendor To: (b) (6) Subject: Re: Screening of bags <<#518860-652525#>> Body: <html><head><style type="text/css">p {margin-bottom: 0; margin-top: 0;}</style></head><body bgcolor="#ffffff" style="background: #ffffff"> <font size="2"><div style="width:100%;word-wrap:break-word;font-family: Arial;color: #000000;"><P>Thank you for your e-mail concerning your travel experience. <BR clear=none> <BR clear=none>Enhanced security measures require that all checked baggage undergo some form of screening for prohibited items. Physical search of the luggage is required to clear every alarm. Transportation Security Administration (TSA) screeners should exercise great care during the screening process to ensure that passengers' belongings are returned and not damaged when a bag needs to be opened. We regret if these high standards were not met.<BR clear=none> <BR clear=none>We monitor the number and nature of complaints we receive to track trends and spot areas of concern that may require special attention. This ongoing process will enable us to ensure prompt, corrective action whenever we determine that security screening policies need modification or specific employees or screener teams are the subject of repeated complaints.<BR clear=none> <BR clear=none>TSA is responsible for reviewing all claims relating to the screening of passengers and their baggage. To protect your rights under federal law and to file a valid claim, you must send your claim in writing to TSA, stating the circumstances of the loss and the exact amount you are claiming (fair market value of lost or destroyed property, reasonable cost of repair for damaged property), within 2 years after your claim accrued. The claim must be signed by you or your authorized representative (e.g., an attorney or other personal representative with appropriate proof of authority). <BR clear=none> <BR clear=none>To file a claim, fill out the attached Standard Form 95 (claim form) in accordance with the instructions, and return it to the address in box #1. Please be sure to follow the instructions carefully, and to fill out the claim form completely. While use of the form is not mandatory, it will help you ensure that you meet the legal requirements for filing a claim. If you decide to file a claim, it will be processed in accordance with the Federal Tort Claims Act.<BR clear=none> <BR clear=none>Once the Claims Management Office has received your claim form, you will be sent a letter of acknowledgement and a claim number. You should keep the claim number for future reference when inquiring about your claim. TSA will try to resolve your claim as quickly as possible, but it may need time to make a further investigation of the facts. If TSA denies your claim, or has not finally resolved it within 6 months after you have filed it, you may have a right to bring your claim to court. <BR clear=none> <BR clear=none>You can also access claim forms online at the TSAGÇÖs Claims Management OfficeGÇÖs website at <A href="http://www.tsa.gov/travelers/customer/claims/index.shtm" shape=rect>www.tsa.gov/travelers/customer/claims/index.shtm</A>. This website also has information related to filing a claim, checking the status of a claim, and other claim-related issues. You can also access this website by clicking on the Claims Management Office link in the GÇ£Resource CenterGÇ¥ on TSAGÇÖs homepage at <A href="http://www.tsa.gov/" shape=rect>www.tsa.gov</A>. If you have additional questions related to the claims process, please contact the Claims Management Office at <A href="mailto:[email protected]" shape=rect>[email protected]</A>. </P> <P> </P> <P>TSA Contact Center<BR clear=none></P></div> </font><br /> <br><br><div>--- Original Message ---<BR>From: (b) (6) ><BR>Received: 8/5/10 6:29:39 PM EDT<BR>To: "TSA Contact Center" <[email protected]><BR>Subject: Screening of bags<BR><BR> <STYLE type=text/css><!-- DIV {margin:0px;} --></STYLE> <DIV style="FONT-FAMILY: tahoma, new york, times, serif; FONT-SIZE: 10pt"> <DIV>Good afternoon-</DIV> <DIV> </DIV> <DIV>I just completed a trip from Oklahoma City to Seattle and wanted to share my checked luggage screening experience with you. I checked one, unlocked Samsonite hard shell suitcase with 2 interior dividers and 2 interior pockets to OKC on Monday afternoon. Upon arrival in OKC, I opened my suitcase to find total disarray. All of my compartment dividers were not zipped up as they were when I checked my bags in Seattle neither were the interior pockets. Literally, my suitcase dumped its contents on the hotel room floor.</DIV> <DIV> </DIV> <DIV>What is TSA's policy on returning suitcases to the configuration presented after checking them?</DIV> <DIV> </DIV> <DIV>Second complaint: Upon returning to Seattle today, my luggage came out of the chute STILL OPEN. I quick hurried to secure what I could see falling out of the suitcase. I opened it at home and found the bag in the same manner of disarray that I found it in upon arrival in OKC. Upon further inspection it looks like the hinges are severely damaged (2 screws are popped out) and one of the locking latches was bent, presumably when the agent tried to reseal the bag but failed. I'm still inventorying the contents of the suitcase to see what was lost.</DIV> <DIV> </DIV> <DIV>What is TSA's policy to ensure officers reseal bags before putting them back on the belt?</DIV> <DIV> </DIV> <DIV>I will be starting a claim on the bag as it's not airworthy anymore. I may also be initiating a claim for lost items. This isn't the first time I've arrived somewhere and my bag was still open from the TSA inspection.</DIV>
<DIV> </DIV> <DIV>Please let me know what your response is as far as the officer's responsibilities to the travelling public to restore their luggage to the condition it was delivered in and ensuring the luggage is closed before giving it back to the airline.</DIV> <DIV> </DIV> <DIV>Thank you,</DIV> <DIV>(b) (6) </DIV></DIV><BR></div> <BR><BR>------ TCC Control Number: ------<BR><<#518860-652525#>></body></html> END RECORD
CONTACT RECORD
EID: 51808018 Contact Type: Contact Date: 2010-08-19 09:37:23 Medium: EMAIL Contact Status: CLOSED Incident Date: Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email:(b) (6) Subject: ISSUE, Discrepancy at OKC Body: Sir/Ma'am, My daughter and mother-in-law just called from the Will Rodgers Oklahoma City airport with a problem at the security checkpoint. My daughter is three years old and drinks CranGrape Juice, which is normally not available at airports. Your website states "When traveling with your infant or toddler, in the absence of suspicious activity or items, greater than 3 ounces of baby formula, breast milk, or juice are permitted through the security checkpoint in reasonable quantities for the duration of your itinerary, if you perform the following: 1.Separate these items from the liquids, gels, and aerosols in your quart-size and zip-top bag. 2.Declare you have the items to one of our Security Officers at the security checkpoint. 3.Present these items for additional inspection once reaching the X-ray. These items are subject to additional screening." These instructions were followed, and my daughter's juice was still confiscated. This incident is unacceptable. This is either a case where your employees are not properly trained, or the instructions you have published on your website are inaccurate. As someone who has been involved with providing security for assets and people of national level importance, I understand the criticality of setting regulations and having individuals, employees and customers, follow these regulations. If the public looses confidence in TSA to both establish and enforce regulations that are published, your organization fails to be a valid or reliable form of security. Please advise me of the corrective action that will be taken in this matter. Sincerely,
(b) (6)
Agent Notes: Consumer Complaint BCC/CSM Response Consumer Complaint BCC/CSM Response, BCC OKC SHM/CSQIM (b) (6) at (b) (6) Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) 8/19/2010 9:37:23 AM,(b) (6) 8/19/2010 9:40:34 AM, Last Update Date: Opening Agent: Opened Date: 8/17/2010 6:28:56 PM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, Airline: Subject Category: Voluntarily Abandoned Property- Retrieving Abandoned/Confiscated Items - Voluntarily Abandoned PropertyRetrieving Abandoned/Confiscated Items Interaction Type: COMPLAINT
Response Email: From: Prior Vendor To:(b) (6) Subject: Re: Discrepancy at OKC <<#523738-658059#>> Body: <html><head><style type="text/css">p {margin-bottom: 0; margin-top: 0;}</style></head><body bgcolor="#ffffff" style="background: #ffffff"> <font size="2"><div style="width:100%;word-wrap:break-word;font-family: Arial;color: #000000;"><P><FONT size=3 face=" Helvetica, sans-serif,Arial">Thank you for your email message. </FONT> </P> <P><FONT size=3> </FONT> </P> <P><FONT size=3 face=" Helvetica, sans-serif,Arial">Because your complaint is regarding screening at OKC, we have forwarded a copy of your email to the Customer Service Manager at that airport for review. The Customer Service Manager is responsible for ensuring that the screener workforce adheres to TSA principles for professional processing.</FONT> </P> <P><FONT size=3> </FONT> </P> <P><FONT size=3 face=" Helvetica, sans-serif,Arial">We monitor the number and nature of complaints we receive to track trends and spot areas of concern that may require special attention. This ongoing process will enable us to ensure prompt, corrective action whenever we determine that security-screening policies need modification or specific employees or screener teams are the subjects of repeated complaints.</FONT> </P> <P><FONT size=3> </FONT> </P> <P><FONT size=3 face=" Helvetica, sans-serif,Arial">Again, TSA offers our sincere apologies and encourage you to check the latest information at </FONT><FONT size=3 face=" Helvetica, sans-serif,Arial"><A href="http://www.tsa.gov/" shape=rect>www.tsa.gov</A></FONT><FONT size=3 face=" Helvetica, sans-serif,Arial">.</FONT> </P> <P><FONT size=3> </FONT> </P> <P><FONT size=3 face=" Helvetica, sans-serif,Arial">TSA Contact Center</FONT><FONT size=3 face=" Helvetica, sans-serif,Arial"><BR clear=none></FONT></P></div> </font><br /> <br><br><div>--- Original Message ---<BR>From: (b) (6) " <(b) (6) ><BR>Received: 8/17/10 6:28:55 PM EDT<BR>To: "TSA Contact Center" <[email protected]><BR>Subject: Discrepancy at OKC<BR><BR>Sir/Ma'am, <DIV>My daughter and mother-in-law just called from the Will Rodgers Oklahoma City airport with a problem at the security checkpoint. My daughter is three years old and drinks CranGrape Juice, which is normally not available at airports. Your website states "<SPAN style="LINE-HEIGHT: 16px; FONT-FAMILY: Verdana, Arial, Helvetica, sans-serif; COLOR: rgb(51,51,51)" class=Apple-stylespan>When traveling with your infant or toddler, in the absence of suspicious activity or items, greater than 3 ounces of baby formula, breast milk, or juice are permitted through the security checkpoint in reasonable quantities for the duration of your itinerary, if you perform the following:</SPAN></DIV> <DIV><SPAN style="LINE-HEIGHT: 16px; FONT-FAMILY: Verdana, Arial, Helvetica, sans-serif; COLOR: rgb(51,51,51); FONT-SIZE: 13px" class=Apple-style-span> <OL type=1> <LI><FONT class=Apple-style-span size=3><SPAN style="FONT-SIZE: 12px" class=Apple-style-span>Separate these items from the liquids, gels, and aerosols in your quart-size and zip-top bag.</SPAN></FONT></LI> <LI><FONT class=Apple-style-span size=3><SPAN style="FONT-SIZE: 12px" class=Apple-style-span>Declare you have the items to one of our Security Officers at the security checkpoint.</SPAN></FONT></LI> <LI><FONT class=Apple-style-span size=3><SPAN style="FONT-SIZE: 12px" class=Apple-style-span>Present these items for additional inspection once reaching the X-ray. These items are subject to additional screening."</SPAN></FONT></LI></OL> <DIV><FONT class=Apple-style-span size=3><SPAN style="FONT-SIZE: 12px" class=Apple-style-span>These instructions were followed, and my daughter's juice was still confiscated. This incident is unacceptable. This is either a case where your employees are not properly trained, or the instructions you have published on your website are inaccurate. </SPAN></FONT></DIV></SPAN> <DIV><BR></DIV></DIV> <DIV> As someone who has been involved with providing security for assets and people of national level importance, I understand the criticality of setting regulations and having individuals, employees and customers, follow these regulations. If the public looses confidence in TSA to both establish and enforce regulations that are published, your organization fails to be a valid or reliable form of security. Please advise me of the corrective action that will be taken in this matter.</DIV> <DIV><BR></DIV> <DIV>Sincerely,</DIV> <DIV>(b) (6) </DIV></div> <BR><BR>------ TCC Control Number: ------<BR><<#523738-658059#>></body></html> END RECORD
CONTACT RECORD
EID: 51808352 Contact Type: Contact Date: 2010-08-19 11:51:41 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2010-07-22 11:51:00 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Items (1 earring & necklace) missing from checked bag@ OKC. Body: Agent Notes: Provided Lost and Found information to caller and provided claims information from tsa.gov. Provided Lost and Found information to caller and provided claims information from tsa.gov. There's a NOI in the baggage. Follow Up: (b) (6) would like to notify someone that she always has items missing when she travels thru OKC. On 7/22 she had 1 earring missing from her checked luggage, and on a more recent trip she was missing a necklace from her grand daughter. I provided claims information & the L&F contact number for her. To TSOC Date: From TSOC Date: Last Updated By: (b) (6) 8/19/2010 11:57:17 AM,(b) (6) 8/19/2010 11:57:27 AM, Last Update Date: Opening Agent: Opened Date: 8/19/2010 11:51:41 AM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, Airline: Southwest AirlinesSouthwest Airlines, Subject Category: Claim Form Requests - Missing items from Checked Baggage - Claim Form Requests - Missing items from Checked Baggage Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 51809517 Contact Type: Contact Date: 2010-08-20 09:12:35 Medium: EMAIL Contact Status: CLOSED Incident Date: Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: (b) (6) Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: (b) (6) Subject: ISSUE, Re: TSA Contact Us: Complaints Body: Dear TCC Control Number: <<#522842-657053#>> Thank you for your response to my complaint. I beg to differ with your conclusion to my complaints regarding my flight. Have you been listening to me at all? All the items that were taken from me were equal to and/or less than 3.4 ozs - the limit allowed; therefore, the security employee had no right to take all of my belongings. As far as you claiming a Quart size bag, I cleared security from Oklahoma City with two gallon size bags containing the personal items that were taken from me, one of the reasons why I packed the same items in the same plastic bags on my return back home. I also witnessed other passengers clearing security with more than one clear plastic bag containing personal liquid items. The airport also had a slot that you could obtain free plastic bags to put your stuff in and you could take more than one - as many as you needed to put your liquids, perfumes etc. in. As far as my drink, I literally witnessed a woman drinking water as she was clearing security and that was not purchased beyond security clearance, she obviously purchased it outside of your security clearance. Now, the other reason why I packed my liquid items in my carry on bag and purse can be explained in the attached letter I mailed to Southwest Airlines regarding my trip to California last year and I got no response whatsoever from this airline. Last year, your security damaged my luggage and damaged the contents of my bags after they carelessly left bottles of liquid astringents/alcohol unscrewed and the plastic bags they were in unzipped whereby my clothes were damaged. So, what is a passenger to do - pack these items for cargo or carry on - either way you go you loose. Also, not one word did you mention about me clearing your security with 2 lighters and 3 books of matches. Now some of those items should have been taken too so what about that which you failed to mention in your response? You are beomg so unfair toward me regarding this incident. Your agency is ripping people off for their personal items bottom line and it has nothing to do with security precautions. The lighters and matches I possessed going through your security was more of a danger than the facial products, perfumes, lotions etc., - that all contained less that 3.5 oz content, this employee took from me. So if you security want to be so picky and efficient, why were those items not taken from me by this employee? It seems like you people are defeating your purpose of keeping our country safe from harm when you have personnel who take items that do not pose a threat and in turn let items - such as lighters and matches clear your security with no problem whatsoever. I would have been more than happy to give up my lighters and/or matches too - right along with everything else she took had she asked me for them too but she didn't. Please don't get me wrong, I honestly do commend TSA because I know this agency is working hard to protect our country. However, it's so obvious you have personnel working for you who are obviously incompetent who definitely need to be reprimanded and/or fired for letting hazards such as lighters and/or matches clear your security like mine did because your employee was more interested in my expensive parfums and lotions. Now I am an American citizen - born and raised in the USA. I'm 59 years old. I know I've stated my age as being 50. That was a typo on my part. I meant to type 59 years old. I'm a senior citizens, on a fixed income and I cannot afford what happened to me through your agency. In fairness to me, I feel your agency should at least reimburse me for my unnecessary loss for this year and last year because Southwest Airlines was not at fault regarding what happened to my luggage and the contents therein. I feel you agency needs to pin point that employee and reprimand her for being incompentent and send her back to training or terminate her for such actions against me - an African American female who posed no threat to this great country of ours. One would think this employee was a racist against African Americans by the way she treated me, I certainly thought so to say the least. _____ From: TSA-ContactCenter <[email protected]>
To: (b) (6) Sent: Wed, August 18, 2010 8:52:07 AM Subject: Re: TSA Contact Us: Complaints <<#522842-657053#>>
Thank you for your email message regarding your concerns about the consistency of procedures at our Nation's airports.
TSA has developed standard screening practices for all of our Nation's airports, and passengers can expect essentially the same procedures. While the procedures are the same everywhere, the interpretation of those procedures results in some slight variations from airport to airport - situation to situation.
We work hard to achieve consistency in the security training process. We inspect screening operations at airports and continue to monitor the number and nature of complaints we receive from the traveling public to track trends and spot areas of concern that may require special attention. This ongoing process will enable us to ensure prompt, corrective action whenever we determine that security screening policies need modification or specific employees are the subject of repeated complaints.
In response to the threat to aviation posed by liquid explosives, TSA has a policy affecting the liquids, gels, and aerosols that passengers can bring through security checkpoints.
The policy allows that:
GÇó Travelers may carry through security checkpoints travel-size toiletries, in containers 3.4 ounces or smaller. All of these must fit comfortably in and be placed in ONE, QUART-SIZE, clear plastic, zip-top bag.
GÇó After clearing security, travelers can now bring onboard aircraft the beverages and other items they purchase in the secured boarding area beyond the security checkpoint.
At the checkpoint, each traveler is asked to remove his or her zip-top bag of liquids, gels, and aerosols and place it on the conveyor belt. X-raying the items separately allows TSA security officers to more easily examine the declared items.
Containers larger than 3.4 ounces of prescription liquid medications, baby formula, breast milk, and diabetic glucose treatments are allowed through security checkpoints. These must be declared at the checkpoint for additional screening. If the passenger fails to make this declaration, he or she is unlikely to be allowed to bring the item through the checkpoint, barring extenuating circumstances. Passengers should only carry-on medications that they need to have available during their itinerary. Passengers are permitted to carry non-prescription liquid or gel medications, such as saline solution or KY-Jelly, required for medical necessity. Frozen items are also allowed so long as they are solid and in a GÇ£frozen stateGÇ¥ when presented for screening. If frozen items are partially melted or have any liquid at the bottom of the container, the ice/liquid container must meet 3-1-1 requirements.
This security regime applies to all domestic and international flights departing U.S. airports. Travelers should, however, check with transportation security authorities in their country-of-origin for information about security regimes at non-U.S. airports.
Travel tips to make TSA screening hassle-free:
GÇó De-clutter your carry-on bag. This lets our Transportation Security Officers get a clear, uncomplicated X-ray image of your carry-on.
GÇó When possible, keep packing liquids in checked baggage. You will get through security faster.
GÇó Limit quantities to what is needed for the duration of the flight.
GÇó Items purchased in the secure boarding are for use on the immediate flight. If you must leave the secure boarding area and re-enter through the screening checkpoint, items exceeding 3.4 ounces that are not in the zip-top bag will again be prohibited.
Regardless of whether an item is on the prohibited or permitted items list, the Transportation Security Officers (TSO's) have discretion to prohibit an individual from carrying an item through the screening checkpoint or onboard an aircraft if the item poses a security threat.
Therefore, TSA security screening personnel make the final decision on whether to permit items like this into the sterile area of the airport.
TSAGÇÖs policy on liquids, aerosols and gels originates from the August 10, 2006, arrests in the United Kingdom of extremists who plotted to use liquid explosives to destroy multiple passenger aircraft flying from the United Kingdom to the United States. Since then, experts from around the government, including the FBI and our national labs, conducted extensive explosives testing to get a better understanding of this specific threat. Our policy is intended to enhance security and balance human needs based on our understanding of the threat and security risks associated with liquids, aerosols, and gels.
TSA encourages you to visit our website at www.tsa.gov <http://www.tsa.gov/> for additional information about TSA. We continue to add new information and encourage you to check the website frequently for updated information.
We encourage you to check the latest information at www.tsa.gov <http://www.tsa.gov/> .
TSA Contact Center
--- Original Message --From: (b) (6) Received: 8/16/10 1:22:55 PM EDT To: "TSA Contact Center" <[email protected]> Subject: TSA Contact Us: Complaints THIS GENERATED EMAIL HAS BEEN SENT FROM http://www.tsa.gov/contact/index.shtm -----------------------------------------------------------------------------------------------------------Remote Client IP: (b) (6) Date Time: 8/15/2010 5:05:27 PM ------------------------------------------------------------------------------------------------------------
Name: (b) (6) Email: (b) (6) Complaints: Items Not Permitted Through the Security Checkpoint Flight Info (If applicable. Enter Flight#/Airline/Terminal/Airport/Gate/Etc): Ontario, California Airport, Flight #0538, Southwest Airlines, departed at 2:10 pm on August 4, 2010. Comments: I was unnecessarily harrassed regarding personal items I had placed in a clear plastic bag, the same items that cleared the Oklahoma City, OK, Will Rogers Airport on June 28, 2010. A male employee made me throw away an open bottle of water I was drinking and the weather there was 110 degrees! I was hot and going through menopause and I needed my water. I thought it was okay because when I was leaving the Will Rogers Airport to go to California, I noticed a woman went through security there and she had an open bottle of water she was drinking and they didn't make her throw it away. I was surprised to see that and made a mental note in my mind that it must be okay to clear security with a drink for your flight. This is the reason why I had a bottle of cold water for my trip back home. Security pulled my one bag and purse and a female employee took my bag and purse and pulled me over to the side and rambled through my items. She said I could not take any of my items that were clearly sealed in a 1 gallon clear plastic bag. She started taking my expensive products: White Diamons Elizabeth Taylor Parfume that was less than half full valued at over $200; Le Briser Du DragonCartier Paris Parfums 1.6 fl.oz that was also less than half full valued at $80.00; Bijam eau de parfume 1.7 fl.oz that was about 1/4 full valued at $60.00; Black Currant Vanilla sensual body lotion (Bath & Body) less than 1/4 full 6.7 fl.oz valued at $60.00; Very Sexy for HerVictoria's Secret Body Lotion 6.7 fl.oz almost gone, valued at $80.00; Bergamont Pressing Oil hair grease that was about half full; She took products I used for my face that I purchased from Yves Rocher (France) ordered out of France: Pure Calmille Toner 3 fl.oz that was alcolol free valued at $15.00, Pure Calmille Purifying Exfoliant 1.7 fl.oz facial scrub also alcohol free that was less that half full. These small and medium size bottles were crystal clear whereby you could see the contents were less than half full or almost gone because I had been using them for almost a month and that's what was left in them after being in California for over a month. I had other facial products that were that were o.5 fl.oz that she also took from me as well as my Riche Creme Grand Soin Regenerant facial night cream that I opened for her to show her it was less than half full when I realized she was taking it too. I told her I paid over $80 for it, it was less than half full, I paid a lot of money for it, please don't take that too. I tried to reason with her about how much money I paid for all the stuff she was taking from me and that I didint' have any problems with these same items clearing the Will Roger's Airport security when I left OKC over a month ago. She had me intears because I can't afford for her to just take my stuff like that with no justifiable cause - the items were just about depleted in use. I was so disappointed, I told her that I wasn't a terrorist, I'm a 50 year old African American woman going through menopause and the fact they had already taken my water was punishment enough for me. She didn't give a rat's behind about my feelings, my health condition or my belongings. She appeared more interested in taking my personal items than she appeared in me because after she took my stuff, I never saw her take my items and throw them away in the big trash can (that was perfectly lined with a very clean trash bag) that the male employee made ME throw my water away in - that was located in front of the area as I cleared the security beam which was a ways from where this female employee took my items. This male employee was very rude to me as he instructed me to throw my water away, along with a small bottle of Witch Hazel facial astringent, an expensive bottle of Iris Noir perfumed body lotion, 1.5 fl.oz valued at $25.00, two medium size bottles of Cutter Mosquito Repellant and SPF Suntan Lotion - all were less than half full. I hesitated to dump these items because I was thinking about how much money I paid for them. They did this to me right at the beginning of my screening then they scanned my bag again and this female called me to the side, along with my bag. I felt like I was being robbed because she was digging all through my purse and bag, taking what ever she desired and I told her she was going to make me miss my plane. She went even slower after I said that. When she finally finished taking what she wanted out of my belongings, I sat down on the floor to put my shoes back on and I observed her take my belongings and set then aside instead of just carrying my items to the one and only trash can they had in the area and dump my stuff in the trash can - the same trash can they made me dump my water in! After I got my shoes on and gathered my two bags, I decided to run to the gate because I felt I probably missed my plane. When I got to the gate, they were already boarding passengers. I panicked because my seat number was classified in the B section and they were boarding the C section. I was fit to be tied - tears and all, due to the way I was treatment by your personnel. I am a Senior Citized, who any one can clearly see - that I was not a terrorist who was going to blow up the plane with parfmue, lotion and non-alcoholic astringents. I would like to be reimbursed for these items that were, as I feel - stolen from me by this female employee because I feel like my expensive items never made it to the trash can that was located up by the security screen and no where near the area this female took my stuff; I feel like she kept my belongings for her personal use - an expensive price for me to pay to say the least.
------ TCC Control Number: -----<<#522842-657053#>> Agent Notes: Claim Request Claim Request, (b) (5) Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) 8/20/2010 9:12:35 AM,(b) (6) Last Update Date: Opening Agent: Opened Date: 8/19/2010 8:30:30 AM Linked Event IDs:
8/20/2010 9:56:38 AM,(b) (6)
8/20/2010 9:57:11 AM,
Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, ONT Ontario, CA, USA - Ontario International, Airline: Southwest AirlinesSouthwest Airlines, Subject Category: Voluntarily Abandoned Property- Retrieving Abandoned/Confiscated Items - Voluntarily Abandoned Property-
Retrieving Abandoned/Confiscated Items Interaction Type: COMPLAINT Response Email: From: Prior Vendor To: (b) (6) Subject: Re: TSA Contact Us: Complaints <<#522842-657053#>> Body: <html><head><style type="text/css">p {margin-bottom: 0; margin-top: 0;}</style></head><body bgcolor="#ffffff" style="background: #ffffff"> <font size="2"><div style="width:100%;word-wrap:break-word;font-family: Arial;color: #000000;"><P>Thank you for your e-mail message. </P> <P> </P> <P>If you would like to file a claim for compensation, please fill out the attached Standard Form 95 (claim form) in accordance with the instructions, and return it to the address in box #1. The Transportation Security Administration (TSA) is responsible for reviewing all claims relating to the screening of passengers and their baggage. To protect your rights under federal law and to file a valid claim, you must send your claim in writing to TSA, stating the circumstances of the loss and the exact amount you are claiming (fair market value of lost or destroyed property, reasonable cost of repair for damaged property), within 2 years after your claim accrued. The claim must be signed by you or your authorized representative (e.g., an attorney or other personal representative with appropriate proof of authority). <BR clear=none> <BR clear=none>Please be sure to follow the instructions carefully, and to fill out the claim form completely. While use of the form is not mandatory, it will help you ensure that you meet the legal requirements for filing a claim. If you decide to file a claim, it will be processed in accordance with the Federal Tort Claims Act.<BR clear=none> <BR clear=none>Once the Claims Management Branch has received your claim form, you will be sent a letter of acknowledgement and a claim number. You should keep the claim number for future reference when inquiring about your claim. TSA will try to resolve your claim as quickly as possible, but it may need time to make a further investigation of the facts. If TSA denies your claim, or has not finally resolved it within 6 months after you have filed it, you may have a right to bring your claim to court. <BR clear=none> <BR clear=none>You can also access claim forms online at the TSAGÇÖs Claims Management BranchGÇÖs website at <A href="http://www.tsa.gov/travelers/customer/claims/index.shtm" shape=rect>www.tsa.gov/travelers/customer/claims/index.shtm</A>. This website also has information related to filing a claim, checking the status of a claim, and other claim-related issues. You can also access this website by clicking on the Claims Management Branch link in the GÇ£Resource CenterGÇ¥ on TSAGÇÖs homepage at <A href="http://www.tsa.gov/" shape=rect>www.tsa.gov</A>. For additional questions related to the claims process, please contact the Claims Management Branch at <A href="mailto:[email protected]" shape=rect>[email protected]</A>. <BR clear=none> <BR clear=none>TSA Contact Center<BR clear=none></P></div> </font><br /> <br><br><div>--- Original Message ---<BR>From: (b) (6) <(b) (6) ><BR>Received: 8/19/10 8:30:30 AM EDT<BR>To: "TSA Contact Center" <[email protected]><BR>Subject: Re: TSA Contact Us: Complaints<BR><BR> <STYLE type=text/css><!-- DIV {margin:0px;} --></STYLE> <DIV style="FONT-FAMILY: times new roman, new york, times, serif; FONT-SIZE: 12pt"> <DIV> </DIV> <DIV>Dear TCC Control Number: <<#522842-657053#>></DIV> <DIV> </DIV> <DIV>Thank you for your response to my complaint. I beg to differ with your conclusion to my complaints regarding my flight. Have you been listening to me at all? All the items that were taken from me were equal to and/or less than 3.4 ozs the limit allowed; therefore, the security employee had no right to take all of my belongings. As far as you claiming a Quart size bag, I cleared security from Oklahoma City with two gallon size bags containing the personal items that were taken from me, one of the reasons why I packed the same items in the same plastic bags on my return back home. I also witnessed other passengers clearing security with more than one clear plastic bag containing personal liquid items. The airport also had a slot that you could obtain free plastic bags to put your stuff in and you could take more than one - as many as you needed to put your liquids, perfumes etc. in. As far as my drink, I literally witnessed a woman drinking water as she was clearing security and that was not purchased beyond security clearance, she obviously purchased it outside of your security clearance. Now, the other reason why I packed my liquid items in my carry on bag and purse can be explained in the attached letter I mailed to Southwest Airlines regarding my trip to California last year and I got no response whatsoever from this airline. Last year, your security damaged my luggage and damaged the contents of my bags after they carelessly left bottles of liquid astringents/alcohol unscrewed and the plastic bags they were in unzipped whereby my clothes were damaged. So, what is a passenger to do - pack these items for cargo or carry on - either way you go you loose. Also, not one word did you mention about me clearing your security with 2 lighters and 3 books of matches. Now some of those items should have been taken too so what about that which you failed to mention in your response? You are beomg so unfair toward me regarding this incident. Your agency is ripping people off for their personal items bottom line and it has nothing to do with security precautions. The lighters and matches I possessed going through your security was more of a danger than the facial products, perfumes, lotions etc., - that all contained less that 3.5 oz content, this employee took from me. So if you security want to be so picky and efficient, why were those items not taken from me by this employee? It seems like you people are defeating your purpose of keeping our country safe from harm when you have personnel who take items that do not pose a threat and in turn let items - such as lighters and matches clear your security with no
problem whatsoever. I would have been more than happy to give up my lighters and/or matches too - right along with everything else she took had she asked me for them too but she didn't. </DIV> <DIV> </DIV> <DIV>Please don't get me wrong, I honestly do commend TSA because I know this agency is working hard to protect our country. However, it's so obvious you have personnel working for you who are obviously incompetent who definitely need to be reprimanded and/or fired for letting hazards such as lighters and/or matches clear your security like mine did because your employee was more interested in my expensive parfums and lotions. Now I am an American citizen - born and raised in the USA. I'm 59 years old. I know I've stated my age as being 50. That was a typo on my part. I meant to type 59 years old. I'm a senior citizens, on a fixed income and I cannot afford what happened to me through your agency. In fairness to me, I feel your agency should at least reimburse me for my unnecessary loss for this year and last year because Southwest Airlines was not at fault regarding what happened to my luggage and the contents therein. I feel you agency needs to pin point that employee and reprimand her for being incompentent and send her back to training or terminate her for such actions against me - an African American female who posed no threat to this great country of ours. One would think this employee was a racist against African Americans by the way she treated me, I certainly thought so to say the least.</DIV> <DIV><BR><FONT size=2 face=Tahoma> <HR SIZE=1> <B><SPAN style="FONT-WEIGHT: bold">From:</SPAN></B> TSA-ContactCenter <[email protected]><BR><B><SPAN style="FONT-WEIGHT: bold">To:</SPAN></B> (b) (6) <BR><B><SPAN style="FONT-WEIGHT: bold">Sent:</SPAN></B> Wed, August 18, 2010 8:52:07 AM<BR><B><SPAN style="FONT-WEIGHT: bold">Subject:</SPAN></B> Re: TSA Contact Us: Complaints <<#522842-657053#>><BR></FONT><BR> <STYLE type=text/css>p {margin-bottom:0;margin-top:0;}</STYLE> <FONT size=2> <DIV style="WIDTH: 100%; FONT-FAMILY: Arial; WORD-WRAP: break-word; COLOR: #000000"></DIV> <DIV style="WIDTH: 100%; FONT-FAMILY: Arial; WORD-WRAP: break-word; COLOR: #000000"> <P><FONT size=2 face=" Helvetica, sans-serif,Arial">Thank you for your email message regarding your concerns about the consistency of procedures at our Nation's airports. </FONT></P> <P><FONT size=2> </FONT> </P> <P><FONT size=2 face=" Helvetica, sans-serif,Arial">TSA has developed standard screening practices for all of our Nation's airports, and passengers can expect essentially the same procedures. While the procedures are the same everywhere, the interpretation of those procedures results in some slight variations from airport to airport - situation to situation. </FONT></P> <P><FONT size=2> </FONT> </P> <P><FONT size=2 face=" Helvetica, sans-serif,Arial">We work hard to achieve consistency in the security training process. We inspect screening operations at airports and continue to monitor the number and nature of complaints we receive from the traveling public to track trends and spot areas of concern that may require special attention. This ongoing process will enable us to ensure prompt, corrective action whenever we determine that security screening policies need modification or specific employees are the subject of repeated complaints.</FONT> </P> <P> </P> <P><FONT style="FONT-SIZE: 10pt" color=black face=Arial,sans-serif><SPAN>In response to the threat to aviation posed by liquid explosives, TSA has a policy affecting the liquids, gels, and aerosols that passengers can bring through security checkpoints.</SPAN></FONT> </P> <P style="MARGIN: 0in 0in 0pt" class=msonormal><FONT size=2> </FONT> </P> <P style="MARGIN: 0in 0in 0pt" class=msonormal><FONT style="FONT-SIZE: 10pt" color=black face=Arial,sans-serif><SPAN>The policy allows that:</SPAN></FONT> </P> <P style="MARGIN: 0in 0in 0pt" class=msonormal><FONT size=2> </FONT> </P> <P style="MARGIN: 0in 0in 0pt" class=msonormal><FONT style="FONT-SIZE: 10pt" color=black face=Arial,sansserif><SPAN>GÇó Travelers may carry through security checkpoints travel-size toiletries, in containers 3.4 ounces or smaller. All of these must fit comfortably in and be placed in </SPAN></FONT><SPAN><FONT style="FONT-SIZE: 10pt" color=black face=Arial,sans-serif><STRONG>ONE, QUART-SIZE</STRONG></FONT><FONT style="FONT-SIZE: 10pt" color=black face=Arial,sans-serif>, clear plastic, zip-top bag.</FONT></SPAN> </P> <P style="MARGIN: 0in 0in 0pt" class=msonormal><FONT size=2> </FONT> </P> <P style="MARGIN: 0in 0in 0pt" class=msonormal><FONT style="FONT-SIZE: 10pt" color=black face=Arial,sansserif><SPAN>GÇó After clearing security, travelers can now bring onboard aircraft the beverages and other items they purchase in the secured boarding area beyond the security checkpoint. </SPAN></FONT></P> <P style="MARGIN: 0in 0in 0pt" class=msonormal><FONT size=2> </FONT> </P> <P style="MARGIN: 0in 0in 0pt" class=msonormal><FONT style="FONT-SIZE: 10pt" color=black face=Arial,sans-serif><SPAN>At the checkpoint, each traveler is asked to remove his or her zip-top bag of liquids, gels, and aerosols and place it on the conveyor belt. X-raying the items separately allows TSA security officers to more easily examine the declared items. </SPAN></FONT></P> <P style="MARGIN: 0in 0in 0pt" class=msonormal><FONT size=2> </FONT> </P> <P style="MARGIN: 0in 0in 0pt" class=msonormal><FONT style="FONT-SIZE: 10pt" color=black face=Arial,sans-serif><SPAN>Containers larger than 3.4 ounces of prescription liquid medications, baby formula, breast milk, and diabetic glucose treatments are allowed through security checkpoints. These must be declared at the checkpoint for additional screening. If the passenger fails to make this declaration, he or she is unlikely to be allowed to bring the item through the checkpoint, barring extenuating circumstances. Passengers should only carry-on medications that they need to have available during their itinerary. Passengers are permitted to carry non-prescription liquid or gel medications, such as saline solution or KY-Jelly, required for medical necessity. Frozen items are also allowed so long as they are solid and in a GÇ£frozen stateGÇ¥ when presented for screening. If frozen items are partially melted or have any liquid at the bottom of the container, the ice/liquid container must meet 3-1-1 requirements. </SPAN></FONT></P>
<P style="MARGIN: 0in 0in 0pt" class=msonormal><FONT size=2> </FONT> </P> <P style="MARGIN: 0in 0in 0pt" class=msonormal><FONT style="FONT-SIZE: 10pt" color=black face=Arial,sans-serif><SPAN>This security regime applies to all domestic and international flights departing U.S. airports. Travelers should, however, check with transportation security authorities in their country-of-origin for information about security regimes at non-U.S. airports. </SPAN></FONT></P> <P style="MARGIN: 0in 0in 0pt" class=msonormal><FONT size=2> </FONT> </P> <P style="MARGIN: 0in 0in 0pt" class=msonormal><FONT style="FONT-SIZE: 10pt" color=black face=Arial,sans-serif><SPAN>Travel tips to make TSA screening hassle-free:</SPAN></FONT> </P> <P style="MARGIN: 0in 0in 0pt" class=msonormal><FONT size=2> </FONT> </P> <P style="MARGIN: 0in 0in 0pt" class=msonormal><FONT style="FONT-SIZE: 10pt" color=black face=Arial,sansserif><SPAN>GÇó De-clutter your carry-on bag. This lets our Transportation Security Officers get a clear, uncomplicated X-ray image of your carry-on. </SPAN></FONT></P> <P style="MARGIN: 0in 0in 0pt" class=msonormal><FONT size=2> </FONT> </P> <P style="MARGIN: 0in 0in 0pt" class=msonormal><FONT style="FONT-SIZE: 10pt" color=black face=Arial,sansserif><SPAN>GÇó When possible, keep packing liquids in checked baggage. You will get through security faster.</SPAN></FONT> </P> <P style="MARGIN: 0in 0in 0pt" class=msonormal><FONT style="FONT-SIZE: 10pt" color=black face=Arial,sansserif><SPAN> </SPAN></FONT> </P> <P style="MARGIN: 0in 0in 0pt" class=msonormal><FONT style="FONT-SIZE: 10pt" color=black face=Arial,sansserif><SPAN>GÇó Limit quantities to what is needed for the duration of the flight.</SPAN></FONT> </P> <P style="MARGIN: 0in 0in 0pt" class=msonormal><FONT size=2> </FONT> </P> <P style="MARGIN: 0in 0in 0pt" class=msonormal><FONT style="FONT-SIZE: 10pt" color=black face=Arial,sansserif><SPAN>GÇó Items purchased in the secure boarding are for use on the immediate flight. If you must leave the secure boarding area and re-enter through the screening checkpoint, items exceeding 3.4 ounces that are not in the zip-top bag will again be prohibited.</SPAN></FONT> </P> <P style="MARGIN: 0in 0in 0pt" class=msonormal> </P> <P style="MARGIN: 0in 0in 0pt" class=msonormal><FONT style="FONT-SIZE: 10pt" color=black face=Arial,sansserif><SPAN><STRONG>Regardless of whether an item is on the prohibited or permitted items list, the Transportation Security Officers (TSO's) have discretion to prohibit an individual from carrying an item through the screening checkpoint or onboard an aircraft if the item poses a security threat. </STRONG></SPAN></FONT></P> <P><FONT style="FONT-SIZE: 10pt" color=black face=Arial,sans-serif><SPAN><STRONG> </STRONG></SPAN></FONT> </P> <P><FONT color=black size=2 face="Arial, Helvetica, sans-serif"><SPAN><STRONG>Therefore, TSA security screening personnel make the final decision on whether to permit items like this into the sterile area of the airport.</STRONG></SPAN></FONT><SPAN><FONT color=black size=3 face=" Helvetica, sans-serif,Arial"> </FONT></SPAN></P> <P style="MARGIN: 0in 0in 0pt" class=msonormal><FONT size=2> </FONT> </P> <P style="MARGIN: 0in 0in 0pt" class=msonormal><FONT style="FONT-SIZE: 10pt" color=black face=Arial,sans-serif><SPAN>TSAGÇÖs policy on liquids, aerosols and gels originates from the August 10, 2006, arrests in the United Kingdom of extremists who plotted to use liquid explosives to destroy multiple passenger aircraft flying from the United Kingdom to the United States. Since then, experts from around the government, including the FBI and our national labs, conducted extensive explosives testing to get a better understanding of this specific threat. Our policy is intended to enhance security and balance human needs based on our understanding of the threat and security risks associated with liquids, aerosols, and gels. </SPAN></FONT></P> <P style="MARGIN: 0in 0in 0pt" class=msonormal><FONT size=2> </FONT> </P> <P style="MARGIN: 0in 0in 0pt" class=msonormal><FONT style="FONT-SIZE: 10pt" color=black face=Arial,sans-serif><SPAN>TSA encourages you to visit our website at </SPAN></FONT><SPAN><FONT style="FONT-SIZE: 10pt" color=black face=Arial,sans-serif><A href="http://www.tsa.gov/" shape=rect rel=nofollow target=_blank>www.tsa.gov</A></FONT><FONT style="FONT-SIZE: 10pt" color=black face=Arial,sans-serif> for additional information about TSA. We continue to add new information and encourage you to check the website frequently for updated information.</FONT></SPAN> </P> <P><FONT size=2> </FONT> </P> <P><FONT size=2 face=" Helvetica, sans-serif,Arial">We encourage you to check the latest information at </FONT><FONT size=2 face=" Helvetica, sans-serif,Arial"><A href="http://www.tsa.gov/" shape=rect rel=nofollow target=_blank>www.tsa.gov</A></FONT><FONT size=2 face=" Helvetica, sans-serif,Arial">.</FONT> </P> <P><FONT size=2> </FONT> </P> <P><FONT size=2> </FONT> </P> <P><FONT size=2 face=" Helvetica, sans-serif,Arial">TSA Contact Center</FONT><FONT size=2 face=" Helvetica, sans-serif,Arial"><BR clear=none></FONT></P></DIV></FONT><BR><BR><BR></DIV> <DIV style="FONT-FAMILY: times new roman, new york, times, serif; FONT-SIZE: 12pt"> <DIV style="FONT-FAMILY: times new roman, new york, times, serif; FONT-SIZE: 12pt"> <DIV>--- Original Message ---<BR>From: <(b) (6) .net><BR>Received: 8/16/10 1:22:55 PM EDT<BR>To: "TSA Contact Center" <[email protected]><BR>Subject: TSA Contact Us: Complaints<BR><BR>THIS GENERATED EMAIL HAS BEEN SENT FROM http://www.tsa.gov/contact/index.shtm<BR>-----------------------------------------------------------------------------------------------------------<BR>Remote Client IP: (b) (6) <BR>Date Time: 8/15/2010 5:05:27 PM<BR>-----------------------------------------------------------------------------------------------------------<BR><BR> <TABLE style="WIDTH: 750px" border=2 cellSpacing=1 cellPadding=3> <TBODY> <TR> <TD style="TEXT-ALIGN: right; WIDTH: 200px; VERTICAL-ALIGN: top; FONT-WEIGHT: bold">Name:</TD>
<TD>(b) (6) </TD></TR> <TR> <TD style="TEXT-ALIGN: right; WIDTH: 200px; VERTICAL-ALIGN: top; FONT-WEIGHT: bold">Email:</TD> <TD>(b) (6) </TD></TR> <TR> <TD style="TEXT-ALIGN: right; WIDTH: 200px; VERTICAL-ALIGN: top; FONT-WEIGHT: bold">Complaints:</TD> <TD>Items Not Permitted Through the Security Checkpoint</TD></TR> <TR> <TD style="TEXT-ALIGN: right; WIDTH: 200px; VERTICAL-ALIGN: top; FONT-WEIGHT: bold">Flight Info (If applicable. Enter Flight#/Airline/Terminal/Airport/Gate/Etc):</TD> <TD>Ontario, California Airport, Flight #0538, Southwest Airlines, departed at 2:10 pm on August 4, 2010.</TD></TR> <TR> <TD style="TEXT-ALIGN: right; WIDTH: 200px; VERTICAL-ALIGN: top; FONT-WEIGHT: bold">Comments:</TD> <TD>I was unnecessarily harrassed regarding personal items I had placed in a clear plastic bag, the same items that cleared the Oklahoma City, OK, Will Rogers Airport on June 28, 2010. A male employee made me throw away an open bottle of water I was drinking and the weather there was 110 degrees! I was hot and going through menopause and I needed my water. I thought it was okay because when I was leaving the Will Rogers Airport to go to California, I noticed a woman went through security there and she had an open bottle of water she was drinking and they didn't make her throw it away. I was surprised to see that and made a mental note in my mind that it must be okay to clear security with a drink for your flight. This is the reason why I had a bottle of cold water for my trip back home. Security pulled my one bag and purse and a female employee took my bag and purse and pulled me over to the side and rambled through my items. She said I could not take any of my items that were clearly sealed in a 1 gallon clear plastic bag. She started taking my expensive products: White Diamons Elizabeth Taylor Parfume that was less than half full valued at over $200; Le Briser Du DragonCartier Paris Parfums 1.6 fl.oz that was also less than half full valued at $80.00; Bijam eau de parfume 1.7 fl.oz that was about 1/4 full valued at $60.00; Black Currant Vanilla sensual body lotion (Bath & Body) less than 1/4 full 6.7 fl.oz valued at $60.00; Very Sexy for Her-Victoria's Secret Body Lotion 6.7 fl.oz almost gone, valued at $80.00; Bergamont Pressing Oil hair grease that was about half full; She took products I used for my face that I purchased from Yves Rocher (France) ordered out of France: Pure Calmille Toner 3 fl.oz that was alcolol free valued at $15.00, Pure Calmille Purifying Exfoliant 1.7 fl.oz facial scrub also alcohol free that was less that half full. These small and medium size bottles were crystal clear whereby you could see the contents were less than half full or almost gone because I had been using them for almost a month and that's what was left in them after being in California for over a month. I had other facial products that were that were o.5 fl.oz that she also took from me as well as my Riche Creme Grand Soin Regenerant facial night cream that I opened for her to show her it was less than half full when I realized she was taking it too. I told her I paid over $80 for it, it was less than half full, I paid a lot of money for it, please don't take that too. I tried to reason with her about how much money I paid for all the stuff she was taking from me and that I didint' have any problems with these same items clearing the Will Roger's Airport security when I left OKC over a month ago. She had me intears because I can't afford for her to just take my stuff like that with no justifiable cause - the items were just about depleted in use. I was so disappointed, I told her that I wasn't a terrorist, I'm a 50 year old African American woman going through menopause and the fact they had already taken my water was punishment enough for me. She didn't give a rat's behind about my feelings, my health condition or my belongings. She appeared more interested in taking my personal items than she appeared in me because after she took my stuff, I never saw her take my items and throw them away in the big trash can (that was perfectly lined with a very clean trash bag) that the male employee made ME throw my water away in - that was located in front of the area as I cleared the security beam which was a ways from where this female employee took my items. This male employee was very rude to me as he instructed me to throw my water away, along with a small bottle of Witch Hazel facial astringent, an expensive bottle of Iris Noir perfumed body lotion, 1.5 fl.oz valued at $25.00, two medium size bottles of Cutter Mosquito Repellant and SPF Suntan Lotion - all were less than half full. I hesitated to dump these items because I was thinking about how much money I paid for them. They did this to me right at the beginning of my screening then they scanned my bag again and this female called me to the side, along with my bag. I felt like I was being robbed because she was digging all through my purse and bag, taking what ever she desired and I told her she was going to make me miss my plane. She went even slower after I said that. When she finally finished taking what she wanted out of my belongings, I sat down on the floor to put my shoes back on and I observed her take my belongings and set then aside instead of just carrying my items to the one and only trash can they had in the area and dump my stuff in the trash can - the same trash can they made me dump my water in! After I got my shoes on and gathered my two bags, I decided to run to the gate because I felt I probably missed my plane. When I got to the gate, they were already boarding passengers. I panicked because my seat number was classified in the B section and they were boarding the C section. I was fit to be tied - tears and all, due to the way I was treatment by your personnel. I am a Senior Citized, who any one can clearly see - that I was not a terrorist who was going to blow up the plane with parfmue, lotion and non-alcoholic astringents. I would like to be reimbursed for these items that were, as I feel - stolen from me by this female employee because I feel like my expensive items never made it to the trash can that was located up by the security screen and no where near the area this female took my stuff; I feel like she kept my belongings for her personal use - an expensive price for me to pay to say the least.</TD></TR></TBODY></TABLE></DIV><BR><BR>------ TCC Control Number: ------<BR><<#522842657053#>></DIV></DIV></DIV></div> <BR><BR>------ TCC Control Number: ------<BR><<#522842-657053#>></body></html> END RECORD
CONTACT RECORD
EID: 51809955 Contact Type: Contact Date: 2010-08-20 12:13:22 Medium: EMAIL Contact Status: CLOSED Incident Date: Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: (b) (6) Subject: ISSUE, ISSUE, TSA Contact Us: Complaints Body: THIS GENERATED EMAIL HAS BEEN SENT FROM http://www.tsa.gov/contact/index.shtm -----------------------------------------------------------------------------------------------------------Remote Client IP: (b) (6) Date Time: 8/19/2010 10:01:54 AM ------------------------------------------------------------------------------------------------------------
Name: (b) (6) Email: (b) (6) Complaints:Damaged or Missing items in Checked or Carry-on Baggage Flight Info (If applicable. Enter Flight#/Airline/Terminal/Airport/Gate/Etc):DL5495 / Delta / Will Rodgers International / 22 Comments:Dear TSA,
On Aug. 16, 2010 I traveled to Oklahoma City on Delta Airlines through Hartsfield-Jackson Atlanta International Airport. In my suitcase was a Faultless starch spray can (http://www.faultless.com/faultlessstarch.asp). When I traveled to Oklahoma City my bag was not searched but when I traveled back to Atlanta on Aug. 19, 2010 through Will Rodgers International Airport it was. When I got home I noticed that my suitcase had been searched and the can of starch was removed. Inside was a golden slip of paper mentioning about regulations about lighters and matches. Before I traveled I checked your tsa.gov website to see if I could bring the starch can in my suitcase and I cannot see anywhere on your website that this is prohibited. I would like a clear answer and hazardous regulation that shows I cannot carry this in my suitcase. Thanks Agent Notes: PROHIBITED ITEMS -NOT RETRIEVABLE PROHIBITED ITEMS -NOT RETRIEVABLE, Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) 8/20/2010 12:13:22 PM,(b) (6) 8/20/2010 12:14:50 PM, Last Update Date: Opening Agent: Opened Date: 8/19/2010 5:23:48 PM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, ATL Atlanta, GA, USA - Hartsfield International, Airline: Delta Air Lines -¬Delta Air Lines -¬, Subject Category: Voluntarily Abandoned Property- Retrieving Abandoned/Confiscated Items - Voluntarily Abandoned PropertyRetrieving Abandoned/Confiscated Items
Interaction Type: COMPLAINT Response Email: From: Prior Vendor To: (b) (6) Subject: Re: TSA Contact Us: Complaints <<#524603-659014#>> Body: <html><head><style type="text/css">p {margin-bottom: 0; margin-top: 0;}</style></head><body bgcolor="#ffffff" style="background: #ffffff"> <font size="2"><div style="width:100%;word-wrap:break-word;font-family: Arial;color: #000000;"><P><SPAN><FONT style="FONT-SIZE: 10pt" color=black face=Arial,sans-serif>Thank you for your e-mail to the Transportation Security Administration (TSA) regarding the retrieval of prohibited items. </FONT></SPAN></P> <P><SPAN><FONT style="FONT-SIZE: 10pt" color=black face=Arial,sans-serif> </FONT></SPAN> </P> <P><SPAN><FONT style="FONT-SIZE: 10pt" color=black face=Arial,sans-serif>Unfortunately, there are no provisions for returning prohibited items. </FONT></SPAN><SPAN><FONT style="FONT-SIZE: 10pt" color=black face=Arial,sans-serif>Federal agencies follow specific procedures when disposing of excess personal property, including voluntarily abandoned property. Excess personal property means any personal property under the control of any Federal agency that is no longer required for that agencyGÇÖs needs, as determined by the agency head or designee. In general, when a Federal agency determines that it has excess personal property it reports the excess to GSA, which then determines whether there are any Federal requirements for this property. If not, the property becomes surplus property and is available for donation to State and non-Federal activities. TSA does not sell property. The law requires that surplus personal property be distributed to eligible recipients by an agency established by each State for this purpose, the State Agency for Surplus Property (SASP).</FONT></SPAN> </P> <P><SPAN><FONT style="FONT-SIZE: 10pt" color=black face=Arial,sans-serif> </FONT></SPAN> </P> <P><SPAN><FONT style="FONT-SIZE: 10pt" color=black face=Arial,sans-serif>If the property has no commercial value or the estimated cost of its continued care and handling would exceed the estimated proceeds from its sale, it may be destroyed or donated to public bodies. A public body is GÇ£any department, agency, special purpose district, or other instrumentality of a State or local government.GÇ¥ GSA, like other Federal entities, qualifies as a public body and, consequently, is eligible to receive property via donation. </FONT></SPAN></P> <P><SPAN><FONT style="FONT-SIZE: 10pt" color=black face=Arial,sans-serif> </FONT></SPAN> </P> <P><SPAN><FONT style="FONT-SIZE: 10pt" color=black face=Arial,sans-serif>Public body recipients of donated property often sell the items through a variety of means. GSA generally sells this property at public auction. SASPs also sell property at public auction or through other activities, including eBay. Private individuals often purchase the voluntarily abandoned property at public auction and then resell it through eBay or other means. </FONT></SPAN></P> <P><SPAN><FONT style="FONT-SIZE: 10pt" color=black face=Arial,sans-serif> </FONT></SPAN> </P> <P><SPAN><FONT style="FONT-SIZE: 10pt" color=black face=Arial,sans-serif>For more information on contacting your local SASP representative, visit GSAGÇÖs website at </FONT><A href="http://www.gsa.gov/sasp" shape=rect><FONT style="FONT-SIZE: 10pt" color=black face=Arial,sans-serif>www.gsa.gov/sasp</FONT></A><FONT style="FONT-SIZE: 10pt" color=black face=Arial,sansserif>. </FONT></SPAN></P> <P><SPAN><FONT style="FONT-SIZE: 10pt" color=black face=Arial,sans-serif> </FONT></SPAN> </P> <P><SPAN><FONT style="FONT-SIZE: 10pt" color=black face=Arial,sans-serif>We hope this information was helpful. </FONT></SPAN></P> <P><SPAN><FONT style="FONT-SIZE: 10pt" color=black face=Arial,sans-serif> </FONT></SPAN> </P> <P><SPAN><FONT style="FONT-SIZE: 10pt" color=black face=Arial,sans-serif> </FONT></SPAN> </P> <P><SPAN><FONT style="FONT-SIZE: 10pt" color=black face=Arial,sans-serif>TSA Contact Center</FONT></SPAN> </P> <P> </P></div> </font><br /> <br><br><div>--- Original Message ---<BR>From: <(b) (6) ><BR>Received: 8/19/10 5:23:48 PM EDT<BR>To: "TSA Contact Center" <[email protected]><BR>Subject: TSA Contact Us: Complaints<BR><BR>THIS GENERATED EMAIL HAS BEEN SENT FROM http://www.tsa.gov/contact/index.shtm<BR>-----------------------------------------------------------------------------------------------------------<BR>Remote Client IP: (b) (6) <BR>Date Time: 8/19/2010 10:01:54 AM<BR>-----------------------------------------------------------------------------------------------------------<BR><BR> <TABLE style="WIDTH: 750px" border=2 cellSpacing=1 cellPadding=3> <TBODY> <TR> <TD style="TEXT-ALIGN: right; WIDTH: 200px; VERTICAL-ALIGN: top; FONT-WEIGHT: bold">Name:</TD> <TD>(b) (6) </TD></TR> <TR> <TD style="TEXT-ALIGN: right; WIDTH: 200px; VERTICAL-ALIGN: top; FONT-WEIGHT: bold">Email:</TD> <TD>(b) (6) </TD></TR> <TR> <TD style="TEXT-ALIGN: right; WIDTH: 200px; VERTICAL-ALIGN: top; FONT-WEIGHT: bold">Complaints:</TD> <TD>Damaged or Missing items in Checked or Carry-on Baggage</TD></TR> <TR> <TD style="TEXT-ALIGN: right; WIDTH: 200px; VERTICAL-ALIGN: top; FONT-WEIGHT: bold">Flight Info (If applicable. Enter Flight#/Airline/Terminal/Airport/Gate/Etc):</TD>
<TD>DL5495 / Delta / Will Rodgers International / 22</TD></TR> <TR> <TD style="TEXT-ALIGN: right; WIDTH: 200px; VERTICAL-ALIGN: top; FONT-WEIGHT: bold">Comments:</TD> <TD>Dear TSA,<BR><BR><BR><BR>On Aug. 16, 2010 I traveled to Oklahoma City on Delta Airlines through Hartsfield-Jackson Atlanta International Airport. In my suitcase was a Faultless starch spray can (http://www.faultless.com/faultlessstarch.asp). When I traveled to Oklahoma City my bag was not searched but when I traveled back to Atlanta on Aug. 19, 2010 through Will Rodgers International Airport it was. When I got home I noticed that my suitcase had been searched and the can of starch was removed. Inside was a golden slip of paper mentioning about regulations about lighters and matches. <BR>Before I traveled I checked your tsa.gov website to see if I could bring the starch can in my suitcase and I cannot see anywhere on your website that this is prohibited. I would like a clear answer and hazardous regulation that shows I cannot carry this in my suitcase.<BR><BR>Thanks</TD></TR></TBODY></TABLE></div> <BR><BR>------ TCC Control Number: ------<BR><<#524603-659014#>></body></html> END RECORD
CONTACT RECORD
EID: 51813263 Contact Type: Contact Date: 2010-08-24 09:33:55 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2010-08-23 17:00:00 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: (b) (6) Contact Address 2: Contact City: (b) (6) Contact State: (b) (6) Contact Zip: (b) (6) Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Caller said that her baggage zipper is damaged and there was no lock on her bag. Caller said that there was a NOI in her bag. Body: Agent Notes: Provided caller with information on the claims process, and SF-95 mailed on 8/25/10. Provided caller with information on the claims process, and SF-95 mailed on 8/25/10. Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) 8/24/2010 9:37:34 AM, Last Update Date: Opening Agent: Opened Date: 8/24/2010 9:33:55 AM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, DFW Dallas/Ft Worth, TX, USA - Dallas Ft Worth International, BDL Hartford, CT, USA - Bradley International Airport, Airline: American Airlines -¬American Airlines -¬, Subject Category: Claim Form Requests-Checked Bag - Claim Form Requests-Checked Bag Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 51815931 Contact Type: Contact Date: 2010-08-25 18:40:40 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2010-08-24 16:15:00 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: (b) (6) Contact Address 2: Contact City: (b) (6) Contact State: (b) (6) Contact Zip: (b) (6) Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Caller wants to report that their TSA accepted lock is missing after traveling through (OKC). SF-95 form mailed on (August 26,2010). Body: Agent Notes: SF-95 form mailed on (August 26,2010). SF-95 form mailed on (August 26,2010). NOI-yes Flight# 172 Terminal Gate# 16 Baggage Tag# OKCT814495 Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) 8/25/2010 6:55:51 PM, Last Update Date: Opening Agent: Opened Date: 8/25/2010 6:40:40 PM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, PHX Phoenix, AZ, USA - Sky Harbor International Airport, Airline: Southwest AirlinesSouthwest Airlines, Subject Category: TSA Accepted Locks - Missing or Damaged - TSA Accepted Locks - Missing or Damaged Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 51820803 Contact Type: Contact Date: 2010-08-30 15:02:44 Medium: EMAIL Contact Status: CLOSED Incident Date: Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: (b) (6) Subject: ISSUE, TSA Contact Us: Complaints Body: THIS GENERATED EMAIL HAS BEEN SENT FROM http://www.tsa.gov/contact/index.shtm -----------------------------------------------------------------------------------------------------------Remote Client IP: (b) (6) Date Time: 8/29/2010 8:08:20 PM ------------------------------------------------------------------------------------------------------------
Name: (b) (6) Email: (b) (6) Complaints:Inconsistent Screening (Different Practices between Airports) Flight Info (If applicable. Enter Flight#/Airline/Terminal/Airport/Gate/Etc):Oklahoma City Comments:I am a Flight Attendant and was with my Crew going through security on Saturday August 28, 2010 at approximately 11:45 am. I had a 10 inch netbook in my luggage cushioned between my clothes. They asked me about it and I said it is a netbook and does not have to be taken out. The lady proceded with taking my luggage out of my view. As I stood waiting I said I never have to take it out, because it is allowed. I was getting concerned that we (Crew) were going to be late, as they were waiting for me. She brought my luggage and I proceded to gate. When we arrived at our overnight destination and I opened my luggage I saw that she did not put it back where it was between my clothes to cushion it. She laid it on top where possibly it could have been damaged. At certain airports I have seen signs that specify netbooks do not have to be taken out. There needs to be consistentsy Agent Notes: Consistency @ Airports Response Consistency @ Airports Response, Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) 8/30/2010 3:02:44 PM,(b) (6) 8/30/2010 3:03:34 PM, Last Update Date: Opening Agent: Opened Date: 8/30/2010 10:37:37 AM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, Airline: Subject Category: Inconsistent Screening- Different Practices Between Airports - Inconsistent Screening- Different Practices Between Airports Interaction Type: COMPLAINT Response Email: From: Prior Vendor To:(b) (6) Subject: Re: TSA Contact Us: Complaints <<#528633-663582#>>
Body: <html><head><style type="text/css">p {margin-bottom: 0; margin-top: 0;}</style></head><body bgcolor="#ffffff" style="background: #ffffff"> <font size="2"><div style="width:100%;word-wrap:break-word;font-family: Arial;color: #000000;"><P><FONT face=" Helvetica, sansserif,Arial">Thank you for your email message regarding your concerns about the consistency of procedures at our Nation's airports. </FONT></P> <P> </P> <P><FONT face=" Helvetica, sans-serif,Arial">The Transportation Security Administration (TSA) has developed standard screening practices for all of our Nation's airports, and passengers can expect essentially the same procedures. While the procedures are the same everywhere, the interpretation of those procedures results in some slight variations from airport to airport - situation to situation. </FONT></P> <P> </P> <P><FONT face=" Helvetica, sans-serif,Arial">We work hard to achieve consistency in the security training process. We inspect screening operations at airports and continue to monitor the number and nature of complaints we receive from the traveling public to track trends and spot areas of concern that may require special attention. This ongoing process will enable us to ensure prompt, corrective action whenever we determine that security screening policies need modification or specific employees are the subject of repeated complaints.</FONT> </P> <P> </P> <P><FONT face=" Helvetica, sans-serif,Arial">We encourage you to check the latest information at </FONT><FONT face=" Helvetica, sans-serif,Arial"><A href="http://www.tsa.gov/" shape=rect>www.tsa.gov</A></FONT><FONT face=" Helvetica, sansserif,Arial">.</FONT> </P> <P> </P> <P> </P> <P><FONT face=" Helvetica, sans-serif,Arial">TSA Contact Center</FONT><FONT face=" Helvetica, sans-serif,Arial"><BR clear=none></FONT></P></div> </font><br /> <br><br><div>--- Original Message ---<BR>From: <(b) (6) ><BR>Received: 8/30/10 10:37:36 AM EDT<BR>To: "TSA Contact Center" <[email protected]><BR>Subject: TSA Contact Us: Complaints<BR><BR>THIS GENERATED EMAIL HAS BEEN SENT FROM http://www.tsa.gov/contact/index.shtm<BR>-----------------------------------------------------------------------------------------------------------<BR>Remote Client IP: (b) (6) <BR>Date Time: 8/29/2010 8:08:20 PM<BR>-----------------------------------------------------------------------------------------------------------<BR><BR> <TABLE style="WIDTH: 750px" border=2 cellSpacing=1 cellPadding=3> <TBODY> <TR> <TD style="TEXT-ALIGN: right; WIDTH: 200px; VERTICAL-ALIGN: top; FONT-WEIGHT: bold">Name:</TD> <TD>(b) (6) </TD></TR> <TR> <TD style="TEXT-ALIGN: right; WIDTH: 200px; VERTICAL-ALIGN: top; FONT-WEIGHT: bold">Email:</TD> <TD(b) (6) </TD></TR> <TR> <TD style="TEXT-ALIGN: right; WIDTH: 200px; VERTICAL-ALIGN: top; FONT-WEIGHT: bold">Complaints:</TD> <TD>Inconsistent Screening (Different Practices between Airports)</TD></TR> <TR> <TD style="TEXT-ALIGN: right; WIDTH: 200px; VERTICAL-ALIGN: top; FONT-WEIGHT: bold">Flight Info (If applicable. Enter Flight#/Airline/Terminal/Airport/Gate/Etc):</TD> <TD>Oklahoma City</TD></TR> <TR> <TD style="TEXT-ALIGN: right; WIDTH: 200px; VERTICAL-ALIGN: top; FONT-WEIGHT: bold">Comments:</TD> <TD>I am a Flight Attendant and was with my Crew going through security on Saturday August 28, 2010 at approximately 11:45 am. I had a 10 inch netbook in my luggage cushioned between my clothes. They asked me about it and I said it is a netbook and does not have to be taken out. The lady proceded with taking my luggage out of my view. As I stood waiting I said I never have to take it out, because it is allowed. I was getting concerned that we (Crew) were going to be late, as they were waiting for me. She brought my luggage and I proceded to gate. When we arrived at our overnight destination and I opened my luggage I saw that she did not put it back where it was between my clothes to cushion it. She laid it on top where possibly it could have been damaged. At certain airports I have seen signs that specify netbooks do not have to be taken out. There needs to be consistentsy.</TD></TR></TBODY></TABLE></div> <BR><BR>------ TCC Control Number: ------<BR><<#528633-663582#>></body></html> END RECORD
CONTACT RECORD
EID: 51826364 Contact Type: Contact Date: 2010-09-03 09:54:11 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2010-08-24 00:00:00 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: (b) (6) found a NOI however, TSA screeners left a bag of clothes,blanket and new socks that are not hers. Body: Agent Notes: Advised caller to discart the items. Explained the person who own these items will evetually call TSA and file a claim. Advised caller to discart the items. Explained the person who own these items will evetually call TSA and file a claim. Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) 9/3/2010 9:59:36 AM, Last Update Date: Opening Agent: Opened Date: 9/3/2010 9:54:11 AM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, Airline: Delta Air Lines -¬Delta Air Lines -¬, Subject Category: Mishandling of Passengers Property - Disarrayed Carry-on/Checked Baggage - Mishandling of Passengers Property Disarrayed Carry-on/Checked Baggage Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 51828106 Contact Type: Contact Date: 2010-09-06 13:01:17 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2010-09-05 14:30:00 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1:(b) (6) Contact Address 2: Contact City: (b) (6) Contact State: (b) (6) Contact Zip: (b) (6) Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Caller reported that the zipper was damaged on her checked luggage after traveling through OKC. No NOI inside luggage. Body: Agent Notes: Provided caller with information on the claims process, and SF-95 mailed on (9/7/2010). Provided caller with information on the claims process, and SF-95 mailed on (9/7/2010). Initial departure: SDF, Thursday 5:00 pm, caller is not sure in which airport the damaged occurred. Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) 9/6/2010 1:21:35 PM, Last Update Date: Opening Agent: Opened Date: 9/6/2010 1:01:17 PM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, SDF Louisville, KY, USA - Standiford Field, Airline: Delta Air Lines -¬Delta Air Lines -¬, Subject Category: Claim Form Requests-Checked Bag - Claim Form Requests-Checked Bag Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 51828611 Contact Type: Contact Date: 2010-09-06 17:44:17 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2010-09-06 17:50:00 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Items ( hair dryer, flat iron ) damaged in checked bag @ (OKC ). Body: Agent Notes: Provided caller with information on the claims process, and provided website for claim form. Provided caller with information on the claims process, and provided website for claim form. Caller found NOI. Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) 9/6/2010 5:51:58 PM, Last Update Date: Opening Agent: Opened Date: 9/6/2010 5:44:17 PM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, ORD Chicago, IL, USA - O'hare International Airport, FAR Fargo, ND, USA - Hector Airport, Airline: American Airlines -¬American Airlines -¬, Subject Category: Claim Form Requests-Checked Bag - Claim Form Requests-Checked Bag Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 51830153 Contact Type: Contact Date: 2010-09-07 18:21:02 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2010-09-04 15:29:00 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: (b) (6) Contact Address 2: Contact City: (b) (6) Contact State: (b) (6) Contact Zip: (b) (6) Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Items ( 3 dvd ) missing from checked bag@ OKC. Body: Agent Notes: Provided Lost and Found information to caller and SF-95 form mailed on (09/08/10) Provided Lost and Found information to caller and SF-95 form mailed on (09/08/10) No NOI. Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) 9/7/2010 6:26:37 PM, Last Update Date: Opening Agent: Opened Date: 9/7/2010 6:21:02 PM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, DEN Denver, CO, USA - Denver International, SEA Seattle, WA, USA - Seattle Tacoma Intl Airport, Airline: Frontier Airlines (present)Frontier Airlines (present), Subject Category: Claim Form Requests - Missing items from Checked Baggage - Claim Form Requests - Missing items from Checked Baggage Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 51830569 Contact Type: Contact Date: 2010-09-08 09:28:21 Medium: EMAIL Contact Status: CLOSED Incident Date: Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: (b) (6) Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: (b) (6) Subject: ISSUE, TSA Contact Us: Complaints Body: THIS GENERATED EMAIL HAS BEEN SENT FROM http://www.tsa.gov/contact/index.shtm -----------------------------------------------------------------------------------------------------------Remote Client IP: (b) (6) Date Time: 9/6/2010 3:10:43 PM ------------------------------------------------------------------------------------------------------------
Name: (b) (6) Email: (b) (6) Complaints:Damaged or Missing items in Checked or Carry-on Baggage Flight Info (If applicable. Enter Flight#/Airline/Terminal/Airport/Gate/Etc):Date: Sept 5, 2010 Flight #: DL4791 and/or DL4791 Class: U Depart: Oklahoma City and/or Salt Lake City Destin: Salt Lake City and/or Seattle Skymiles #: 6203047243 Comments:Sometime between the hotel in Stillwater, OK and arriving in Seattle I lost my iPod Touch. I have contacted the hotel in Stillwater, and they have not found anything yet (as of Sept. 6th) and they cleaned the room yesterday (Sept. 5th). When I received my bag from baggage claim, there was a barcode sticker on top of it. The number was, 9006DL01B091. Thanks so much for the help! Agent Notes: Retrieve Items & Claims Response Retrieve Items & Claims Response, Included OKC lost and found number in response. Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) 9/8/2010 9:28:21 AM,(b) (6) 9/8/2010 9:49:13 AM,(b) (6) 9/8/2010 9:49:24 AM, Last Update Date: Opening Agent: Opened Date: 9/7/2010 1:02:25 PM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, SLC Salt Lake City, UT, USA - Salt Lake City International Arpt, SEA Seattle, WA, USA - Seattle Tacoma Intl Airport, Airline: Delta Air Lines -¬Delta Air Lines -¬, Subject Category: Claim Form Requests - Missing items from Checked Baggage - Claim Form Requests - Missing items from Checked Baggage Interaction Type: COMPLAINT
Response Email: From: Prior Vendor To: (b) (6) Subject: Re: TSA Contact Us: Complaints <<#531583-666884#>> Body: <html><head><style type="text/css">p {margin-bottom: 0; margin-top: 0;}</style></head><body bgcolor="#ffffff" style="background: #ffffff"> <font size="2"><div style="width:100%;word-wrap:break-word;font-family: Arial;color: #000000;"><P>Thank you for your email message regarding the retrieval of missing items. <BR clear=none> <BR clear=none>Each airport establishes procedures for handling lost and found items. The Transportation Security Administration (TSA) follows those procedures where they exist. The airports in those instances are responsible for holding and disposing items under applicable local laws. In an airport where no policy exists, found articles are collected, stored, and disposed of under General Services Administration rules. TSA is unable to identify and return all items, but may be able to locate and return items on a case-by-case basis. <EM><STRONG>We suggest you contact the airport (OKC) where your items were lost at 405-680-3233.</STRONG></EM><BR clear=none> <BR clear=none>We work very hard to achieve consistency in the security processes. As we inspect screening operations at airports and receive feedback from the traveling public, we address inconsistencies and ensure corrective actions are taken, when necessary. We will continue to do all that we can to inspect screening operations and provide written procedures and training to specify how the process is to be applied.<BR clear=none> <BR clear=none>To file a claim, fill out the attached Standard Form 95 (claim form) in accordance with the instructions, and return it to the address in box #1. Please be sure to follow the instructions carefully, and to fill out the claim form completely. While use of the form is not mandatory, it will help you ensure that you meet the legal requirements for filing a claim. If you decide to file a claim, it will be processed in accordance with the Federal Tort Claims Act.<BR clear=none> <BR clear=none>Once the Claims Management Office has received your claim form, you will be sent a letter of acknowledgement and a claim number. You should keep the claim number for future reference when inquiring about your claim. TSA will try to resolve your claim as quickly as possible, but it may need time to make a further investigation of the facts. If TSA denies your claim, or has not finally resolved it within 6 months after you have filed it, you may have a right to bring your claim to court. <BR clear=none> <BR clear=none>You can also access claim forms online at the TSAGÇÖs Claims Management OfficeGÇÖs website at <A href="http://www.tsa.gov/travelers/customer/claims/index.shtm" shape=rect>www.tsa.gov/travelers/customer/claims/index.shtm</A>. This website also has information related to filing a claim, checking the status of a claim, and other claim-related issues. You can also access this website by clicking on the Claims Management Office link in the GÇ£Resource CenterGÇ¥ on TSAGÇÖs homepage at <A href="http://www.tsa.gov/" shape=rect>www.tsa.gov</A>. If you have additional questions related to the claims process, please contact the Claims Management Office at <A href="mailto:[email protected]" shape=rect>[email protected]</A>. <BR clear=none> <BR clear=none>TSA Contact Center<BR clear=none></P></div> </font><br /> <br><br><div>--- Original Message ---<BR>From: <(b) (6) ><BR>Received: 9/7/10 1:02:25 PM EDT<BR>To: "TSA Contact Center" <[email protected]><BR>Subject: TSA Contact Us: Complaints<BR><BR>THIS GENERATED EMAIL HAS BEEN SENT FROM http://www.tsa.gov/contact/index.shtm<BR>-----------------------------------------------------------------------------------------------------------<BR>Remote Client IP: (b) (6) <BR>Date Time: 9/6/2010 3:10:43 PM<BR>-----------------------------------------------------------------------------------------------------------<BR><BR> <TABLE style="WIDTH: 750px" border=2 cellSpacing=1 cellPadding=3> <TBODY> <TR> <TD style="TEXT-ALIGN: right; WIDTH: 200px; VERTICAL-ALIGN: top; FONT-WEIGHT: bold">Name:</TD> <TD>(b) (6) </TD></TR> <TR> <TD style="TEXT-ALIGN: right; WIDTH: 200px; VERTICAL-ALIGN: top; FONT-WEIGHT: bold">Email:</TD> <TD>(b) (6) </TD></TR> <TR> <TD style="TEXT-ALIGN: right; WIDTH: 200px; VERTICAL-ALIGN: top; FONT-WEIGHT: bold">Complaints:</TD> <TD>Damaged or Missing items in Checked or Carry-on Baggage</TD></TR> <TR> <TD style="TEXT-ALIGN: right; WIDTH: 200px; VERTICAL-ALIGN: top; FONT-WEIGHT: bold">Flight Info (If applicable. Enter Flight#/Airline/Terminal/Airport/Gate/Etc):</TD> <TD>Date: Sept 5, 2010<BR>Flight #: DL4791 and/or DL4791<BR>Class: U<BR>Depart: Oklahoma City and/or Salt Lake City<BR>Destin: Salt Lake City and/or Seattle<BR>Skymiles #: 6203047243</TD></TR> <TR> <TD style="TEXT-ALIGN: right; WIDTH: 200px; VERTICAL-ALIGN: top; FONT-WEIGHT: bold">Comments:</TD> <TD>Sometime between the hotel in Stillwater, OK and arriving in Seattle I lost my iPod Touch. I have contacted the hotel in Stillwater, and they have not found anything yet (as of Sept. 6th) and they cleaned the room yesterday (Sept. 5th). When I received my bag from baggage claim, there was a barcode sticker on top of it. The number was, 9006DL01B091.<BR><BR>Thanks so much for the help!</TD></TR></TBODY></TABLE></div> <BR><BR>------ TCC Control Number: ------<BR><<#531583-666884#>></body></html> END RECORD
CONTACT RECORD
EID: 51830729 Contact Type: Contact Date: 2010-09-08 10:36:27 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2010-09-02 12:20:00 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: (b) (6) Contact Address 2: Contact City: (b) (6) Contact State: (b) (6) Contact Zip: (b) (6) Contact Country: (b) (6) Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Items (clothes, 2 laptops, deoderant, ballcap, bra, bathing suit, makeup, bracelet) missing from checked bag@ OKC. Enter date claim form was mailed., 9/2/2010 Body: Agent Notes: Provided Lost and Found information to caller and SF-95 form mailed on (9/2/2010) Provided Lost and Found information to caller and SF-95 form mailed on (9/2/2010) NOI in checked bag. Provided caller with the number to OKC. Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) 9/8/2010 10:43:08 AM, Last Update Date: Opening Agent: Opened Date: 9/8/2010 10:36:27 AM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, Airline: United Airlines -¬United Airlines -¬, American Airlines -¬, Subject Category: Claim Form Requests - Missing items from Checked Baggage - Claim Form Requests - Missing items from Checked Baggage Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 51831694 Contact Type: Contact Date: 2010-09-08 17:13:50 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2010-08-20 05:28:00 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: (b) (6) found a NOI however,she wanted to report that items were not re-packed properly in carryon or checked luggage after screening at OKC. Nothing was damaged or missing. Body: Agent Notes: Apologized to caller and advised caller we would note issue for review. Apologized to caller and advised caller we would note issue for review. Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) 9/8/2010 5:17:03 PM, Last Update Date: Opening Agent: Opened Date: 9/8/2010 5:13:50 PM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, Airline: Southwest AirlinesSouthwest Airlines, Subject Category: Mishandling of Passengers Property - Disarrayed Carry-on/Checked Baggage - Mishandling of Passengers Property Disarrayed Carry-on/Checked Baggage Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 51832170 Contact Type: Contact Date: 2010-09-09 10:17:32 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2010-09-04 11:37:00 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Items (rescue rop, 3 caribeners, mounting straps, edge protector(rescue gear)) is missing from checked bag @ OKC. Caller stated that these items was placed in an open top canvas bag with bubble wrapp. Body: Agent Notes: Provided Lost and Found information to caller and advised caller how to file a claim. Provided Lost and Found information to caller and advised caller how to file a claim. NOI was not located in luggage
Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Opening Agent: Opened Date: 9/9/2010 10:17:32 AM Linked Event IDs:
9/9/2010 10:24:58 AM,
Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, Airline: Southwest AirlinesSouthwest Airlines, Subject Category: Claim Form Requests - Missing items from Checked Baggage - Claim Form Requests - Missing items from Checked Baggage Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 51832832 Contact Type: Contact Date: 2010-09-09 14:29:10 Medium: EMAIL Contact Status: CLOSED Incident Date: Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: (b) (6) Subject: ISSUE, TSA Contact Us: Complaints Body: THIS GENERATED EMAIL HAS BEEN SENT FROM http://www.tsa.gov/contact/index.shtm -----------------------------------------------------------------------------------------------------------Remote Client IP: (b) (6) Date Time: 9/8/2010 5:10:24 PM ------------------------------------------------------------------------------------------------------------
Name: (b) (6) Email: (b) (6) Complaints:Damaged or Missing items in Checked or Carry-on Baggage Flight Info (If applicable. Enter Flight#/Airline/Terminal/Airport/Gate/Etc):The flight numbers: 6579; 723. 6579 was Oklahoma City-Denver the flight 723 was Denver to San Jose, CA. Comments:We received damage due to inspection of my sons bag. Also have a complaint of inspection in one of our other bags and the agent did not reseal the the plastic bag several items were in that could have spilled out and caused damage to the second suitcase. The main issue we have that damaged a complete suitcase was when a agent opened our sons bag and checked the formula container and then did not reseal the bag properly and due to this the full container proceeded to completely empty out in the suitcase and completely destroying the suitcase. Then had to proceed and clean $150 cowboys and clothing due to this accident that was due to agent not taking the time to make sure the bag and container were properly sealed Agent Notes: General Complaint w/Claim Response General Complaint w/Claim Response, Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) 9/9/2010 2:29:10 PM,(b) (6) 9/9/2010 2:30:39 PM, Last Update Date: Opening Agent: Opened Date: 9/8/2010 7:00:56 PM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, DEN Denver, CO, USA - Denver International, SJC San Jose, CA, USA - San Jose International Airport, Airline: Subject Category: Claim Form Requests-Checked Bag - Claim Form Requests-Checked Bag Interaction Type: COMPLAINT Response Email: From: Prior Vendor To: (b) (6) Subject: Re: TSA Contact Us: Complaints <<#532553-668063#>>
Body: <html><head><style type="text/css">p {margin-bottom: 0; margin-top: 0;}</style></head><body bgcolor="#ffffff" style="background: #ffffff"> <font size="2"><div style="width:100%;word-wrap:break-word;font-family: Arial;color: #000000;"><P>Thank you for your e-mail concerning your travel experience. <BR clear=none> <BR clear=none>Enhanced security measures require that all checked baggage undergo some form of screening for prohibited items. Physical search of the luggage is required to clear every alarm. Transportation Security Administration (TSA) screeners should exercise great care during the screening process to ensure that passengers' belongings are returned and not damaged when a bag needs to be opened. We regret if these high standards were not met.<BR clear=none> <BR clear=none>We monitor the number and nature of complaints we receive to track trends and spot areas of concern that may require special attention. This ongoing process will enable us to ensure prompt, corrective action whenever we determine that security screening policies need modification or specific employees or screener teams are the subject of repeated complaints.<BR clear=none> <BR clear=none>TSA is responsible for reviewing all claims relating to the screening of passengers and their baggage. To protect your rights under federal law and to file a valid claim, you must send your claim in writing to TSA, stating the circumstances of the loss and the exact amount you are claiming (fair market value of lost or destroyed property, reasonable cost of repair for damaged property), within 2 years after your claim accrued. The claim must be signed by you or your authorized representative (e.g., an attorney or other personal representative with appropriate proof of authority). <BR clear=none> <BR clear=none>To file a claim, fill out the attached Standard Form 95 (claim form) in accordance with the instructions, and return it to the address in box #1. Please be sure to follow the instructions carefully, and to fill out the claim form completely. While use of the form is not mandatory, it will help you ensure that you meet the legal requirements for filing a claim. If you decide to file a claim, it will be processed in accordance with the Federal Tort Claims Act.<BR clear=none> <BR clear=none>Once the Claims Management Office has received your claim form, you will be sent a letter of acknowledgement and a claim number. You should keep the claim number for future reference when inquiring about your claim. TSA will try to resolve your claim as quickly as possible, but it may need time to make a further investigation of the facts. If TSA denies your claim, or has not finally resolved it within 6 months after you have filed it, you may have a right to bring your claim to court. <BR clear=none> <BR clear=none>You can also access claim forms online at the TSAGÇÖs Claims Management OfficeGÇÖs website at <A href="http://www.tsa.gov/travelers/customer/claims/index.shtm" shape=rect>www.tsa.gov/travelers/customer/claims/index.shtm</A>. This website also has information related to filing a claim, checking the status of a claim, and other claim-related issues. You can also access this website by clicking on the Claims Management Office link in the GÇ£Resource CenterGÇ¥ on TSAGÇÖs homepage at <A href="http://www.tsa.gov/" shape=rect>www.tsa.gov</A>. If you have additional questions related to the claims process, please contact the Claims Management Office at <A href="mailto:[email protected]" shape=rect>[email protected]</A>. </P> <P> </P> <P>TSA Contact Center<BR clear=none></P></div> </font><br /> <br><br><div>--- Original Message ---<BR>From: <(b) (6) ><BR>Received: 9/8/10 7:01:06 PM EDT<BR>To: "TSA Contact Center" <[email protected]><BR>Subject: TSA Contact Us: Complaints<BR><BR>THIS GENERATED EMAIL HAS BEEN SENT FROM http://www.tsa.gov/contact/index.shtm<BR>-----------------------------------------------------------------------------------------------------------<BR>Remote Client IP: (b) (6) <BR>Date Time: 9/8/2010 5:10:24 PM<BR>-----------------------------------------------------------------------------------------------------------<BR><BR> <TABLE style="WIDTH: 750px" border=2 cellSpacing=1 cellPadding=3> <TBODY> <TR> <TD style="TEXT-ALIGN: right; WIDTH: 200px; VERTICAL-ALIGN: top; FONT-WEIGHT: bold">Name:</TD> <TD>(b) (6) </TD></TR> <TR> <TD style="TEXT-ALIGN: right; WIDTH: 200px; VERTICAL-ALIGN: top; FONT-WEIGHT: bold">Email:</TD> <TD>(b) (6) </TD></TR> <TR> <TD style="TEXT-ALIGN: right; WIDTH: 200px; VERTICAL-ALIGN: top; FONT-WEIGHT: bold">Complaints:</TD> <TD>Damaged or Missing items in Checked or Carry-on Baggage</TD></TR> <TR> <TD style="TEXT-ALIGN: right; WIDTH: 200px; VERTICAL-ALIGN: top; FONT-WEIGHT: bold">Flight Info (If applicable. Enter Flight#/Airline/Terminal/Airport/Gate/Etc):</TD> <TD>The flight numbers: 6579; 723. 6579 was Oklahoma City-Denver the flight 723 was Denver to San Jose, CA.</TD></TR> <TR> <TD style="TEXT-ALIGN: right; WIDTH: 200px; VERTICAL-ALIGN: top; FONT-WEIGHT: bold">Comments:</TD> <TD>We received damage due to inspection of my sons bag. Also have a complaint of inspection in one of our other bags and the agent did not reseal the the plastic bag several items were in that could have spilled out and caused damage to the second suitcase. The main issue we have that damaged a complete suitcase was when a agent opened our sons bag and checked the formula container and then did not reseal the bag properly and due to this the full container proceeded to completely empty out in the suitcase and completely destroying the suitcase. Then had to proceed and clean $150 cowboys and clothing due to this accident that was due to agent not taking the time to make sure the bag and container were properly sealed.</TD></TR></TBODY></TABLE></div> <BR><BR>------ TCC Control Number: ------<BR><<#532553-668063#>></body></html> END RECORD
CONTACT RECORD
EID: 51835972 Contact Type: Contact Date: 2010-09-13 12:05:13 Medium: EMAIL Contact Status: CLOSED Incident Date: Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: (b) (6) Subject: ISSUE, Complaint Body: Good Day, Last Friday, I flew from Oklahoma City, OK to Ottawa, ON Canada with a short layover in Chicago. When I arrived home here in Ottawa, I opened my bags and saw a card saying that my bags had been searched. That is fine and I fully support your security measures. However, when a bag is searched, it goes without saying that any opened containers such as body wash or toothpaste be closed afterwards. Whoever searched my bags did not close the cover on my bottle of body wash and all of the contents went everwhere inside my shaving kit and had subsequently leaked out into my suitcase itself and onto my silk ties. Do not think that the spillage was in any part my fault - after 20 years in the military and the amount of travelling that I have done, I cetainly know how to properly pack a bag and to secure its contents. I would sincerely hope that your organization would not keep ameteurs or complacent persons employes in this sort of security search as this sort of negligence/complacency is simply unnecessary. I urge you to respond with an explanation.
(b) (6) (b) (6) (b) (6) (b) (6)
Agent Notes: General Complaint w/Claim Response General Complaint w/Claim Response, Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) 9/13/2010 12:05:13 PM,(b) (6) 9/13/2010 12:26:49 PM, Last Update Date: Opening Agent: Opened Date: 9/13/2010 6:14:21 AM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, YOW Ottawa, Ontario, Canada - Ottawa International, Airline: Canadian Airways -¬Canadian Airways -¬, Subject Category: Mishandling of Passengers Property - Disarrayed Carry-on/Checked Baggage - Mishandling of Passengers Property Disarrayed Carry-on/Checked Baggage Interaction Type: COMPLAINT Response Email: From: Prior Vendor To:(b) (6) Subject: Re: Complaint <<#533509-669408#>>
Body: <html><head><style type="text/css">p {margin-bottom: 0; margin-top: 0;}</style></head><body bgcolor="#ffffff" style="background: #ffffff"> <font size="2"><div style="width:100%;word-wrap:break-word;font-family: Arial;color: #000000;"><P>Thank you for your e-mail concerning your travel experience. <BR clear=none> <BR clear=none>Enhanced security measures require that all checked baggage undergo some form of screening for prohibited items. Physical search of the luggage is required to clear every alarm. Transportation Security Administration (TSA) screeners should exercise great care during the screening process to ensure that passengers' belongings are returned and not damaged when a bag needs to be opened. We regret if these high standards were not met.<BR clear=none> <BR clear=none>We monitor the number and nature of complaints we receive to track trends and spot areas of concern that may require special attention. This ongoing process will enable us to ensure prompt, corrective action whenever we determine that security screening policies need modification or specific employees or screener teams are the subject of repeated complaints.<BR clear=none> <BR clear=none>TSA is responsible for reviewing all claims relating to the screening of passengers and their baggage. To protect your rights under federal law and to file a valid claim, you must send your claim in writing to TSA, stating the circumstances of the loss and the exact amount you are claiming (fair market value of lost or destroyed property, reasonable cost of repair for damaged property), within 2 years after your claim accrued. The claim must be signed by you or your authorized representative (e.g., an attorney or other personal representative with appropriate proof of authority). <BR clear=none> <BR clear=none>To file a claim, fill out the attached Standard Form 95 (claim form) in accordance with the instructions, and return it to the address in box #1. Please be sure to follow the instructions carefully, and to fill out the claim form completely. While use of the form is not mandatory, it will help you ensure that you meet the legal requirements for filing a claim. If you decide to file a claim, it will be processed in accordance with the Federal Tort Claims Act.<BR clear=none> <BR clear=none>Once the Claims Management Office has received your claim form, you will be sent a letter of acknowledgement and a claim number. You should keep the claim number for future reference when inquiring about your claim. TSA will try to resolve your claim as quickly as possible, but it may need time to make a further investigation of the facts. If TSA denies your claim, or has not finally resolved it within 6 months after you have filed it, you may have a right to bring your claim to court. <BR clear=none> <BR clear=none>You can also access claim forms online at the TSAGÇÖs Claims Management OfficeGÇÖs website at <A href="http://www.tsa.gov/travelers/customer/claims/index.shtm" shape=rect>www.tsa.gov/travelers/customer/claims/index.shtm</A>. This website also has information related to filing a claim, checking the status of a claim, and other claim-related issues. You can also access this website by clicking on the Claims Management Office link in the GÇ£Resource CenterGÇ¥ on TSAGÇÖs homepage at <A href="http://www.tsa.gov/" shape=rect>www.tsa.gov</A>. If you have additional questions related to the claims process, please contact the Claims Management Office at <A href="mailto:[email protected]" shape=rect>[email protected]</A>. </P> <P> </P> <P>TSA Contact Center<BR clear=none></P></div> </font><br /> <br><br><div>--- Original Message ---<BR>From: (b) (6) ><BR>Received: 9/13/10 6:14:23 AM EDT<BR>To: "TSA Contact Center" <[email protected]><BR>Subject: Complaint<BR><BR> <TABLE border=0 cellSpacing=0 cellPadding=0> <TBODY> <TR> <TD vAlign=top> <DIV>Good Day,</DIV> <DIV>Last Friday, I flew from Oklahoma City, OK to Ottawa, ON Canada with a short layover in Chicago. When I arrived home here in Ottawa, I opened my bags and saw a card saying that my bags had been searched. That is fine and I fully support your security measures. However, when a bag is searched, it goes without saying that any opened containers such as body wash or toothpaste be closed afterwards. Whoever searched my bags did not close the cover on my bottle of body wash and all of the contents went everwhere inside my shaving kit and had subsequently leaked out into my suitcase itself and onto my silk ties. Do not think that the spillage was in any part my fault - after 20 years in the military and the amount of travelling that I have done, I cetainly know how to properly pack a bag and to secure its contents.</DIV> <DIV>I would sincerely hope that your organization would not keep ameteurs or complacent persons employes in this sort of security search as this sort of negligence/complacency is simply unnecessary.</DIV> <DIV>I urge you to respond with an explanation.</DIV> <DIV> </DIV> <DIV>(b) (6) </DIV> <DIV>(b) (6) </DIV> <DIV>(b) (6) </DIV> <DIV>(b) (6) BR><BR></DIV> <DIV><FONT color=#0000bf size=4 face="arial black"></FONT> </DIV></TD></TR></TBODY></TABLE><BR></div> <BR><BR>------ TCC Control Number: ------<BR><<#533509-669408#>></body></html> END RECORD
CONTACT RECORD
EID: 51840109 Contact Type: Contact Date: Medium: EMAIL Contact Status: CLOSED Incident Date: Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: (b) (6) Subject: ISSUE, ISSUE, TSA Contact Us: Complaints Body: THIS GENERATED EMAIL HAS BEEN SENT FROM http://www.tsa.gov/contact/index.shtm -----------------------------------------------------------------------------------------------------------Remote Client IP: (b) (6) Date Time: 9/15/2010 10:55:30 AM ------------------------------------------------------------------------------------------------------------
Name: (b) (6) Email: (b) (6) Complaints:My Complaint is Not Listed Here Flight Info (If applicable. Enter Flight#/Airline/Terminal/Airport/Gate/Etc):This flight was actually a year ago and I should have said something then. However, next time we fly I would like it to be a better experience. We flew from OKC to DFW and then DFW to Maui on American Airlines. Comments:My husband is a diabetic with an insulin pump. We were on our honeymoon and had never really flown without parents before. When we got to security we asked that his insulin pump not go through the scanner. They pulled my hubby to the side leaving all of his stuff in the bins. They made him remove his belt, lift his shirt to show his pump, hand over his diabetic supplies which disappeared off who knows where and then moved him over to the side area. They swiped his hands and patted him down etc. Meanwhile I was trying to keep up with his id, tickets, etc while other ppl's bins were pushing his stuff down the way. We did drop his medical card on the ground at one point in the confusion. This type of treatment occurred at every single security point. I don't know how we managed to get all our stuff back together without losing something. Also at two different points of the trip he was also selected to be randomly looked at in addition to what he was already going through. Is there a better way to handle security if you have an insulin pump? We didn't know if it was safe to put it through the scanner (it costs $6000 dollars). It was his first time to fly and he has always strived to feel normal even though he has diabetes. But he definitely is not treated like he is normal when going through security. Can security at least help keep your stuff together or act like they have seen an insulin pump go through security before? And perhaps guide you and let you know what is going on? or what your options are? Agent Notes: Consumer Complaint BCC/CSM Response Consumer Complaint BCC/CSM Response, BCC SHM/CSQIM (b) (6) @
(b) (6)
Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Opening Agent: Opened Date: 9/15/2010 2:06:20 PM Linked Event IDs:
9/16/2010 10:31:50 AM,
Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, DFW Dallas/Ft Worth, TX, USA - Dallas Ft Worth International, Airline: American Airlines -¬American Airlines -¬,
Subject Category: Mishandling of Passengers Property - Damaged Items- Carry-on Baggage - Mishandling of Passengers Property Damaged Items- Carry-on Baggage Interaction Type: COMPLAINT Response Email: From: Prior Vendor To: (b) (6) Subject: Re: TSA Contact Us: Complaints <<#352072-670863#>> Body: <html><head><style type="text/css">p {margin-bottom: 0; margin-top: 0;}</style></head><body bgcolor="#ffffff" style="background: #ffffff"> <font size="2"><div style="width:100%;word-wrap:break-word;font-family: Arial;color: #000000;"><P><FONT face=" Helvetica,Arial, sansserif">Thank you for your email message. We are sorry you were unhappy with your recent travel experience.</FONT> </P> <P> </P> <P><FONT face=" Helvetica,Arial, sans-serif">Because your complaint is regarding screening at OKC , we have forwarded a copy of your email to the Customer Service Manager at that airport. The Customer Service Manager is responsible for ensuring that the screener workforce adheres to TSA principles for professional processing.</FONT> </P> <P> </P> <P><FONT face=" Helvetica,Arial, sans-serif">We monitor the number and nature of complaints we receive to track trends and spot areas of concern that may require special attention. This ongoing process will enable us to ensure prompt, corrective action whenever we determine that security-screening policies need modification or specific employees or screener teams are the subjects of repeated complaints.</FONT> </P> <P> </P> <P><FONT face=" Helvetica,Arial, sans-serif">Again, the TSA offers sincere apologies for the discomfort you experienced while traveling and encourage you to check the latest information at </FONT><FONT face=" Helvetica,Arial, sans-serif"><A href="http://www.tsa.gov/" shape=rect>www.tsa.gov</A></FONT><FONT face=" Helvetica,Arial, sans-serif">.</FONT> </P> <P> </P> <P><FONT face=" Helvetica,Arial, sans-serif">TSA Contact Center</FONT><FONT face=" Helvetica,Arial, sans-serif"><BR clear=none></FONT></P></div> </font><br /> <br><br><div>--- Original Message ---<BR>From: <(b) (6) ><BR>Received: 9/15/10 2:06:47 PM EDT<BR>To: "TSA Contact Center" <[email protected]><BR>Subject: TSA Contact Us: Complaints<BR><BR>THIS GENERATED EMAIL HAS BEEN SENT FROM http://www.tsa.gov/contact/index.shtm<BR>-----------------------------------------------------------------------------------------------------------<BR>Remote Client IP: (b) (6) <BR>Date Time: 9/15/2010 10:55:30 AM<BR>-----------------------------------------------------------------------------------------------------------<BR><BR> <TABLE style="WIDTH: 750px" border=2 cellSpacing=1 cellPadding=3> <TBODY> <TR> <TD style="TEXT-ALIGN: right; WIDTH: 200px; VERTICAL-ALIGN: top; FONT-WEIGHT: bold">Name:</TD> <TD>(b) (6) </TD></TR> <TR> <TD style="TEXT-ALIGN: right; WIDTH: 200px; VERTICAL-ALIGN: top; FONT-WEIGHT: bold">Email:</TD> <TD>(b) (6) </TD></TR> <TR> <TD style="TEXT-ALIGN: right; WIDTH: 200px; VERTICAL-ALIGN: top; FONT-WEIGHT: bold">Complaints:</TD> <TD>My Complaint is Not Listed Here</TD></TR> <TR> <TD style="TEXT-ALIGN: right; WIDTH: 200px; VERTICAL-ALIGN: top; FONT-WEIGHT: bold">Flight Info (If applicable. Enter Flight#/Airline/Terminal/Airport/Gate/Etc):</TD> <TD>This flight was actually a year ago and I should have said something then. However, next time we fly I would like it to be a better experience. We flew from OKC to DFW and then DFW to Maui on American Airlines.</TD></TR> <TR> <TD style="TEXT-ALIGN: right; WIDTH: 200px; VERTICAL-ALIGN: top; FONT-WEIGHT: bold">Comments:</TD> <TD>My husband is a diabetic with an insulin pump. We were on our honeymoon and had never really flown without parents before. When we got to security we asked that his insulin pump not go through the scanner. They pulled my hubby to the side leaving all of his stuff in the bins. They made him remove his belt, lift his shirt to show his pump, hand over his diabetic supplies which disappeared off who knows where and then moved him over to the side area. They swiped his hands and patted him down etc. Meanwhile I was trying to keep up with his id, tickets, etc while other ppl's bins were pushing his stuff down the way. We did drop his medical card on the ground at one point in the confusion. This type of treatment occurred at every single security point. I don't know how we managed to get all our stuff back together without losing something. Also at two different points of the trip he was also selected to be randomly looked at in addition to what he was already going through. Is there a better way to handle security if you have an insulin pump? We didn't know if it was safe to put it through the scanner (it costs $6000 dollars). It was his first time to fly and he has always strived to feel normal even though he has diabetes. But he definitely is not treated like he is normal when going through security. Can security at least help keep your stuff together or act like they have seen an insulin pump go through security before? And perhaps guide you and let you know what is going on? or what your options are?</TD></TR></TBODY></TABLE></div>
<BR><BR>------ TCC Control Number: ------<BR><<#352072-670863#>></body></html> END RECORD
CONTACT RECORD
EID: 51842679 Contact Type: Contact Date: 2010-09-17 17:31:11 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2010-09-17 13:30:00 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Caller wanted to report that items were not re-packed properly in checked luggage after screening at (OKC). Body: Agent Notes: Apologized to caller and advised that I would note the issue. Apologized to caller and advised that I would note the issue. NOI-Yes Caller stated the his luggage was in disarrayed his flight there and back. While the call was in progress, caller discovered that his laptop was damaged. Provided caller with claims information. Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) 9/17/2010 5:43:49 PM, Last Update Date: Opening Agent: Opened Date: 9/17/2010 5:31:11 PM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, DEN Denver, CO, USA - Denver International, Airline: United Airlines -¬United Airlines -¬, Subject Category: Mishandling of Passengers Property - Disarrayed Carry-on/Checked Baggage - Mishandling of Passengers Property Disarrayed Carry-on/Checked Baggage Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 51844636 Contact Type: Contact Date: 2010-09-20 17:49:40 Medium: EMAIL Contact Status: CLOSED Incident Date: Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: (b) (6) Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: (b) (6) Subject: ISSUE, TSA Contact Us: Complaints Body: THIS GENERATED EMAIL HAS BEEN SENT FROM http://www.tsa.gov/contact/index.shtm -----------------------------------------------------------------------------------------------------------Remote Client IP: (b) (6) Date Time: 9/19/2010 1:39:56 PM ------------------------------------------------------------------------------------------------------------
Name: (b) (6) Email: (b) (6) Complaints:Damaged or Missing items in Checked or Carry-on Baggage Flight Info (If applicable. Enter Flight#/Airline/Terminal/Airport/Gate/Etc):American Airlines Flight 491 OKC and/or American Airlines Flight 540 DFW Comments:Upon arriving at IND on Friday September 17, 2010 I found that the luggage strap on my LW carry on flight bag (it had been checked in at OKC) had been disconnected and a small zipper damaged. Note inside bad stated that the bag had been checked by TSA personnel. While I have no problem with an inspection, failure to properly secure the bag and or put things back the way they were is unacceptable. Zipper is damaged and will have to be replaced. Pure luck kept the damage to the bag small. I believe that TSA is responsible for the damage to my bag. Please respond by email or contact me at 765-427-2351 Agent Notes: General Complaint w/Claim Response General Complaint w/Claim Response, Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) 9/20/2010 5:49:40 PM,(b) (6) 9/20/2010 5:50:20 PM, Last Update Date: Opening Agent: Opened Date: 9/19/2010 4:35:52 PM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, DFW Dallas/Ft Worth, TX, USA - Dallas Ft Worth International, IND Indianapolis, IN, USA - Indianapolis International Airport, Airline: American Airlines -¬American Airlines -¬, Subject Category: Claim Form Requests-Checked Bag - Claim Form Requests-Checked Bag Interaction Type: COMPLAINT
Response Email: From: Prior Vendor To: (b) (6) Subject: Re: TSA Contact Us: Complaints <<#536333-672675#>> Body: <html><head><style type="text/css">p {margin-bottom: 0; margin-top: 0;}</style></head><body bgcolor="#ffffff" style="background: #ffffff"> <font size="2"><div style="width:100%;word-wrap:break-word;font-family: Arial;color: #000000;"><P>Thank you for your e-mail concerning your travel experience. <BR clear=none> <BR clear=none>Enhanced security measures require that all checked baggage undergo some form of screening for prohibited items. Physical search of the luggage is required to clear every alarm. Transportation Security Administration (TSA) screeners should exercise great care during the screening process to ensure that passengers' belongings are returned and not damaged when a bag needs to be opened. We regret if these high standards were not met.<BR clear=none> <BR clear=none>We monitor the number and nature of complaints we receive to track trends and spot areas of concern that may require special attention. This ongoing process will enable us to ensure prompt, corrective action whenever we determine that security screening policies need modification or specific employees or screener teams are the subject of repeated complaints.<BR clear=none> <BR clear=none>TSA is responsible for reviewing all claims relating to the screening of passengers and their baggage. To protect your rights under federal law and to file a valid claim, you must send your claim in writing to TSA, stating the circumstances of the loss and the exact amount you are claiming (fair market value of lost or destroyed property, reasonable cost of repair for damaged property), within 2 years after your claim accrued. The claim must be signed by you or your authorized representative (e.g., an attorney or other personal representative with appropriate proof of authority). <BR clear=none> <BR clear=none>To file a claim, fill out the attached Standard Form 95 (claim form) in accordance with the instructions, and return it to the address in box #1. Please be sure to follow the instructions carefully, and to fill out the claim form completely. While use of the form is not mandatory, it will help you ensure that you meet the legal requirements for filing a claim. If you decide to file a claim, it will be processed in accordance with the Federal Tort Claims Act.<BR clear=none> <BR clear=none>Once the Claims Management Office has received your claim form, you will be sent a letter of acknowledgement and a claim number. You should keep the claim number for future reference when inquiring about your claim. TSA will try to resolve your claim as quickly as possible, but it may need time to make a further investigation of the facts. If TSA denies your claim, or has not finally resolved it within 6 months after you have filed it, you may have a right to bring your claim to court. <BR clear=none> <BR clear=none>You can also access claim forms online at the TSAGÇÖs Claims Management OfficeGÇÖs website at <A href="http://www.tsa.gov/travelers/customer/claims/index.shtm" shape=rect>www.tsa.gov/travelers/customer/claims/index.shtm</A>. This website also has information related to filing a claim, checking the status of a claim, and other claim-related issues. You can also access this website by clicking on the Claims Management Office link in the GÇ£Resource CenterGÇ¥ on TSAGÇÖs homepage at <A href="http://www.tsa.gov/" shape=rect>www.tsa.gov</A>. If you have additional questions related to the claims process, please contact the Claims Management Office at <A href="mailto:[email protected]" shape=rect>[email protected]</A>. </P> <P> </P> <P>TSA Contact Center<BR clear=none></P></div> </font><br /> <br><br><div>--- Original Message ---<BR>From: <(b) (6) ><BR>Received: 9/19/10 4:35:52 PM EDT<BR>To: "TSA Contact Center" <[email protected]><BR>Subject: TSA Contact Us: Complaints<BR><BR>THIS GENERATED EMAIL HAS BEEN SENT FROM http://www.tsa.gov/contact/index.shtm<BR>-----------------------------------------------------------------------------------------------------------<BR>Remote Client IP: (b) (6) <BR>Date Time: 9/19/2010 1:39:56 PM<BR>-----------------------------------------------------------------------------------------------------------<BR><BR> <TABLE style="WIDTH: 750px" border=2 cellSpacing=1 cellPadding=3> <TBODY> <TR> <TD style="TEXT-ALIGN: right; WIDTH: 200px; VERTICAL-ALIGN: top; FONT-WEIGHT: bold">Name:</TD> <TD>(b) (6) </TD></TR> <TR> <TD style="TEXT-ALIGN: right; WIDTH: 200px; VERTICAL-ALIGN: top; FONT-WEIGHT: bold">Email:</TD> <TD>(b) (6) </TD></TR> <TR> <TD style="TEXT-ALIGN: right; WIDTH: 200px; VERTICAL-ALIGN: top; FONT-WEIGHT: bold">Complaints:</TD> <TD>Damaged or Missing items in Checked or Carry-on Baggage</TD></TR> <TR> <TD style="TEXT-ALIGN: right; WIDTH: 200px; VERTICAL-ALIGN: top; FONT-WEIGHT: bold">Flight Info (If applicable. Enter Flight#/Airline/Terminal/Airport/Gate/Etc):</TD> <TD>American Airlines Flight 491 OKC and/or American Airlines Flight 540 DFW</TD></TR> <TR> <TD style="TEXT-ALIGN: right; WIDTH: 200px; VERTICAL-ALIGN: top; FONT-WEIGHT: bold">Comments:</TD> <TD>Upon arriving at IND on Friday September 17, 2010 I found that the luggage strap on my LW carry on flight bag (it had been checked in at OKC) had been disconnected and a small zipper damaged. Note inside bad stated that the bag had been checked by TSA personnel.<BR><BR>While I have no problem with an inspection, failure to properly secure the bag and or put things back the way they were is unacceptable.<BR><BR>Zipper is damaged and will have to be replaced. Pure luck kept the damage to the bag small.<BR><BR>I believe that TSA is responsible for the damage to my bag. Please respond by email or contact me at (b) (6)
(b) (6) </TD></TR></TBODY></TABLE></div>
<BR><BR>------ TCC Control Number: ------<BR><<#536333-672675#>></body></html> END RECORD
CONTACT RECORD
EID: 51858709 Contact Type: Contact Date: 2010-10-01 18:08:21 Medium: EMAIL Contact Status: CLOSED Incident Date: Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: (b) (6) Subject: ISSUE, Permetherin Body: Recently I traveled from Oklahoma City > Chicago > Frankfurt > Angola. When I arrived, a notice was taped to my baggage that indicated it had been searched. While I appreciate the safety measures being taken by the TSA, I am frustrated by the fact that the items removed were not listed on the notice. The only items that were missing were two cans of permetherin (purchased at Bass Pro Shop) that I had planned to use to spray my bedding, curtains and clothing with to repel mosquitos. This product is recommended on several websites. I have brought this item in my checked bags on other occassions with no problem. I am curious as to how to get this item here, if the TSA removes it from my checked baggage Agent Notes: Prohibited Items 2 Prohibited Items 2, Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) 10/1/2010 6:08:20 PM,(b) (6) 10/1/2010 6:09:53 PM,(b) (6) Last Update Date: Opening Agent: Opened Date: 10/1/2010 1:40:39 PM Linked Event IDs:
10/1/2010 6:10:40 PM,
Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, FRA Frankfurt, Germany - Frankfurt International, Airline: Subject Category: Allowance of Acceptable Items-Permitted/Prohibited - Allowance of Acceptable Items-Permitted/Prohibited Interaction Type: COMPLAINT Response Email: From: Prior Vendor To:(b) (6) Subject: Re: Permetherin <<#541180-678329#>> Body: <html><head><style type="text/css">p {margin-bottom: 0; margin-top: 0;}</style></head><body bgcolor="#ffffff" style="background: #ffffff"> <font size="2"><div style="width:100%;word-wrap:break-word;font-family: Arial;color: #000000;"><P><BR clear=none><FONT size=3 face=" Helvetica, sans-serif,Arial">Thank you for your e-mail. </FONT></P> <P><FONT size=3> </FONT> </P> <P><FONT size=3 face=" Helvetica, sans-serif,Arial">This item is not on the prohibited items list. However, this list is not intended to be all-inclusive. A screener may determine that an item not on this list is prohibited. </FONT></P>
<P><FONT size=3> </FONT> </P> <P><FONT size=3 face=" Helvetica, sans-serif,Arial">Please visit our website at </FONT><A href="http://www.tsa.gov/" shape=rect><FONT size=3 face=" Helvetica, sans-serif,Arial">www.tsa.gov</FONT></A><FONT size=3 face=" Helvetica, sans-serif,Arial"> for additional information about TSA. We continue to add new information and encourage you to check the website frequently for updated information.</FONT> </P> <P> </P> <P><FONT size=3> </FONT> </P> <P><FONT size=3 face=" Helvetica, sans-serif,Arial">TSA Contact Center</FONT> </P> <P><FONT face=" Helvetica, sans-serif,Arial"><BR clear=none></FONT><FONT face=" Helvetica, sans-serif,Arial"> </FONT> </P></div> </font><br /> <br><br><div>--- Original Message ---<BR>From: (b) (6) <(b) (6) ><BR>Received: 10/1/10 1:40:40 PM EDT<BR>To: "TSA Contact Center" <[email protected]><BR>Subject: Permetherin<BR><BR> <DIV>Recently I traveled from Oklahoma City > Chicago > Frankfurt > Angola. When I arrived, a notice was taped to my baggage that indicated it had been searched. While I appreciate the safety measures being taken by the TSA, I am frustrated by the fact that the items removed were not listed on the notice. </DIV> <DIV></DIV> <DIV>The only items that were missing were two cans of permetherin (purchased at Bass Pro Shop) that I had planned to use to spray my bedding, curtains and clothing with to repel mosquitos. This product is recommended on several websites.</DIV> <DIV></DIV> <DIV>I have brought this item in my checked bags on other occassions with no problem.</DIV> <DIV></DIV> <DIV>I am curious as to how to get this item here, if the TSA removes it from my checked baggage. </DIV></div> <BR><BR>------ TCC Control Number: ------<BR><<#541180-678329#>></body></html> END RECORD
CONTACT RECORD
EID: 51859498 Contact Type: Contact Date: 2010-10-04 10:35:05 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2010-10-03 07:15:00 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: (b) (6) Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Items (laptop) damaged in checked bag @ (OKC). Body: Agent Notes: Provided caller with information on the claims process, and SF-95. Provided caller with information on the claims process, and SF-95. NOI in checked bag. Caller will download the claim. Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) 10/4/2010 10:43:18 AM, Last Update Date: Opening Agent: Opened Date: 10/4/2010 10:35:05 AM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, ORD Chicago, IL, USA - O'hare International Airport, BUF Buffalo, NY, USA - Greater Buffalo Intl Airport, Airline: United Airlines -¬United Airlines -¬, Subject Category: Claim Form Requests-Checked Bag - Claim Form Requests-Checked Bag Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 51860122 Contact Type: Contact Date: 2010-10-04 14:10:21 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2010-10-01 17:15:00 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Caller stated that a flashlight is missing from his checked luggage. Body: Agent Notes: Provided Lost and Found information for OKC. Walked caller through the website to download the claims form. Provided Lost and Found information for OKC. Walked caller through the website to download the claims form. NOI yes. Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) 10/4/2010 2:13:58 PM, Last Update Date: Opening Agent: Opened Date: 10/4/2010 2:10:21 PM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, LAX Los Angeles, CA, USA - Los Angeles Intl Airport, Airline: United Airlines -¬United Airlines -¬, Subject Category: Claim Form Requests - Missing items from Checked Baggage - Claim Form Requests - Missing items from Checked Baggage Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 51861047 Contact Type: Contact Date: 2010-10-05 09:51:01 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2010-10-03 10:37:00 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Items (a jacket) is missing from checked bag @ OKC. Caller asked for a contact number so that she can locate this jacket. Body: Agent Notes: Provided Lost and Found information to caller and advised caller how to file a claim. Provided Lost and Found information to caller and advised caller how to file a claim. NOI was located in luggage with the date and T5 stamped on it. Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Opening Agent: Opened Date: 10/5/2010 9:51:01 AM Linked Event IDs:
10/5/2010 9:55:08 AM,
Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, DEN Denver, CO, USA - Denver International, Airline: Subject Category: Claim Form Requests - Missing items from Checked Baggage - Claim Form Requests - Missing items from Checked Baggage Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 51870644 Contact Type: Contact Date: 2010-10-13 15:11:49 Medium: EMAIL Contact Status: CLOSED Incident Date: Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: (b) (6) Subject: ISSUE, TSA Contact Us: Complaints Body: THIS GENERATED EMAIL HAS BEEN SENT FROM http://www.tsa.gov/contact/index.shtm -----------------------------------------------------------------------------------------------------------Remote Client IP: (b) (6) Date Time: 10/12/2010 7:28:13 AM ------------------------------------------------------------------------------------------------------------
Name: (b) (6) Email: (b) (6) Complaints:Inconsistent Screening (Different Practices between Airports) Flight Info (If applicable. Enter Flight#/Airline/Terminal/Airport/Gate/Etc):October 9, 2010 6:16-6:30am Oklahoma City Comments:I am a Flight Attendant and this is the second time I have written and complained concerning the same airport in Oklahoma City. The inconsistency is my main complaint, and TSA agents not knowing the rules about Netbooks. According to TSA signs in various airports, I do not have to take out my 10 inch Netbook. Oklahoma City TSA agents to not seem to be aware of this. Why are they not updated on changes which take place on items that are allowed? My Crew had to stand by and at one point I motioned for the Captain to come over, as it was taking so long. We have limited time to get through security, proceed to our gate, get our paperwork and ready the plane for passengers so we can leave on time Agent Notes: Consumer Complaint BCC/CSM Response Consumer Complaint BCC/CSM Response, BCC OKC SHM/CSQIM (b) (6) at (b) (6) Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) 10/13/2010 3:11:49 PM,(b) (6) 10/13/2010 3:15:03 PM, Last Update Date: Opening Agent: Opened Date: 10/12/2010 1:03:42 PM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, Airline: Subject Category: Inconsistent Screening- Different Practices Between Airports - Inconsistent Screening- Different Practices Between Airports Interaction Type: COMPLAINT Response Email: From: Prior Vendor To: (b) (6) Subject: Re: TSA Contact Us: Complaints <<#528633-682887#>>
Body: <html><head><style type="text/css">p {margin-bottom: 0; margin-top: 0;}</style></head><body bgcolor="#ffffff" style="background: #ffffff"> <font size="2"><div style="width:100%;word-wrap:break-word;font-family: Arial;color: #000000;"><P><FONT face=" Helvetica, sansserif,Arial">Thank you for your email message. We are sorry you were unhappy with your recent travel experience.</FONT> </P> <P> </P> <P><FONT face=" Helvetica, sans-serif,Arial">Because your complaint is regarding screening at OKC, we have forwarded a copy of your email to the Customer Service Manager at that airport for review. The Customer Service Manager is responsible for ensuring that the screener workforce adheres to TSA principles for professional processing.</FONT> </P> <P> </P> <P><FONT face=" Helvetica, sans-serif,Arial">We monitor the number and nature of complaints we receive to track trends and spot areas of concern that may require special attention. This ongoing process will enable us to ensure prompt, corrective action whenever we determine that security-screening policies need modification or specific employees or screener teams are the subjects of repeated complaints.</FONT> </P> <P> </P> <P><FONT face=" Helvetica, sans-serif,Arial">Again, TSA offers our sincere apologies and encourage you to check the latest information at </FONT><FONT face=" Helvetica, sans-serif,Arial"><A href="http://www.tsa.gov/" shape=rect>www.tsa.gov</A></FONT><FONT face=" Helvetica, sans-serif,Arial">.</FONT> </P> <P> </P> <P><FONT face=" Helvetica, sans-serif,Arial">TSA Contact Center</FONT><FONT face=" Helvetica, sans-serif,Arial"><BR clear=none></FONT></P></div> </font><br /> <br><br><div>--- Original Message ---<BR>From: <(b) (6) ><BR>Received: 10/12/10 1:03:41 PM EDT<BR>To: "TSA Contact Center" <[email protected]><BR>Subject: TSA Contact Us: Complaints<BR><BR>THIS GENERATED EMAIL HAS BEEN SENT FROM http://www.tsa.gov/contact/index.shtm<BR>-----------------------------------------------------------------------------------------------------------<BR>Remote Client IP: (b) (6) <BR>Date Time: 10/12/2010 7:28:13 AM<BR>-----------------------------------------------------------------------------------------------------------<BR><BR> <TABLE style="WIDTH: 750px" border=2 cellSpacing=1 cellPadding=3> <TBODY> <TR> <TD style="TEXT-ALIGN: right; WIDTH: 200px; VERTICAL-ALIGN: top; FONT-WEIGHT: bold">Name:</TD> <TD>(b) (6) </TD></TR> <TR> <TD style="TEXT-ALIGN: right; WIDTH: 200px; VERTICAL-ALIGN: top; FONT-WEIGHT: bold">Email:</TD> <TD(b) (6) </TD></TR> <TR> <TD style="TEXT-ALIGN: right; WIDTH: 200px; VERTICAL-ALIGN: top; FONT-WEIGHT: bold">Complaints:</TD> <TD>Inconsistent Screening (Different Practices between Airports)</TD></TR> <TR> <TD style="TEXT-ALIGN: right; WIDTH: 200px; VERTICAL-ALIGN: top; FONT-WEIGHT: bold">Flight Info (If applicable. Enter Flight#/Airline/Terminal/Airport/Gate/Etc):</TD> <TD>October 9, 2010 6:16-6:30am Oklahoma City</TD></TR> <TR> <TD style="TEXT-ALIGN: right; WIDTH: 200px; VERTICAL-ALIGN: top; FONT-WEIGHT: bold">Comments:</TD> <TD>I am a Flight Attendant and this is the second time I have written and complained concerning the same airport in Oklahoma City. The inconsistency is my main complaint, and TSA agents not knowing the rules about Netbooks. According to TSA signs in various airports, I do not have to take out my 10 inch Netbook. Oklahoma City TSA agents to not seem to be aware of this. Why are they not updated on changes which take place on items that are allowed? My Crew had to stand by and at one point I motioned for the Captain to come over, as it was taking so long. We have limited time to get through security, proceed to our gate, get our paperwork and ready the plane for passengers so we can leave on time.</TD></TR></TBODY></TABLE></div> <BR><BR>------ TCC Control Number: ------<BR><<#528633-682887#>></body></html> END RECORD
CONTACT RECORD
EID: 51870790 Contact Type: Contact Date: 2010-10-13 16:16:52 Medium: EMAIL Contact Status: CLOSED Incident Date: Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: (b) (6) Subject: ISSUE, TSA Contact Us: Complaints Body: THIS GENERATED EMAIL HAS BEEN SENT FROM http://www.tsa.gov/contact/index.shtm -----------------------------------------------------------------------------------------------------------Remote Client IP: (b) (6) Date Time: 10/12/2010 9:56:12 AM ------------------------------------------------------------------------------------------------------------
Name: (b) (6) Email: (b) (6) Complaints:Damaged or Missing items in Checked or Carry-on Baggage Flight Info (If applicable. Enter Flight#/Airline/Terminal/Airport/Gate/Etc):SW Airlines # 0701/0103 Okla. City to Houston to Harlingen on 91-10 Comments:I am missing a prescription bottle of Cialis medication worth $120 from my checked bag. I originally complained to SW Airlines. They responded to me last week by letter and advised me to contact you Agent Notes: Retrieve Items & Claims Response Retrieve Items & Claims Response, Included OKC TSA L&F contact number Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) 10/13/2010 4:16:52 PM,(b) (6) 10/13/2010 4:18:11 PM, Last Update Date: Opening Agent: Opened Date: 10/12/2010 1:04:21 PM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, HRL Harlingen, TX, USA, Airline: Southwest AirlinesSouthwest Airlines, Subject Category: Claim Form Requests - Missing items from Checked Baggage - Claim Form Requests - Missing items from Checked Baggage Interaction Type: COMPLAINT Response Email: From: Prior Vendor To: (b) (6) Subject: Re: TSA Contact Us: Complaints <<#545176-682922#>> Body: <html><head><style type="text/css">p {margin-bottom: 0; margin-top: 0;}</style></head><body bgcolor="#ffffff" style="background: #ffffff">
<font size="2"><div style="width:100%;word-wrap:break-word;font-family: Arial;color: #000000;"><P><FONT size=3>Thank you for your e-mail message regarding the retrieval of missing items. <BR clear=none> <BR clear=none>Each airport establishes procedures for handling lost and found items. The Transportation Security Administration (TSA) follows those procedures where they exist. In an airport where no policy exists, found articles are collected, stored, and disposed of under General Services Administration rules. TSA is unable to identify and return all items, but may be able to locate and return items on a case-by-case basis. We suggest you contact the airport (OKC) where your items were missing at 405-680-3233.<BR clear=none> <BR clear=none>We work very hard to achieve consistency in the security processes. As we inspect screening operations at airports and receive feedback from the traveling public, we address inconsistencies and ensure corrective actions are taken, when necessary. We will continue to do all that we can to inspect screening operations and provide written procedures and training to specify how the process is to be applied.<BR clear=none> <BR clear=none>To file a claim, fill out the attached Standard Form 95 (claim form) in accordance with the instructions, and return it to the address in box #1. Please be sure to follow the instructions carefully, and to fill out the claim form completely. While use of the form is not mandatory, it will help you ensure that you meet the legal requirements for filing a claim. If you decide to file a claim, it will be processed in accordance with the Federal Tort Claims Act.<BR clear=none> <BR clear=none>Once the Claims Management Office has received your claim form, you will be sent a letter of acknowledgement and a claim number. You should keep the claim number for future reference when inquiring about your claim. TSA will try to resolve your claim as quickly as possible, but it may need time to make a further investigation of the facts. If TSA denies your claim, or has not finally resolved it within 6 months after you have filed it, you may have a right to bring your claim to court. <BR clear=none> <BR clear=none>You can also access claim forms online at the TSAGÇÖs Claims Management OfficeGÇÖs website at <A href="http://www.tsa.gov/travelers/customer/claims/index.shtm" shape=rect>www.tsa.gov/travelers/customer/claims/index.shtm</A>. This website also has information related to filing a claim, checking the status of a claim, and other claim-related issues. You can also access this website by clicking on the Claims Management Office link in the GÇ£Resource CenterGÇ¥ on TSAGÇÖs homepage at <A href="http://www.tsa.gov/" shape=rect>www.tsa.gov</A>. If you have additional questions related to the claims process, please contact the Claims Management Office at <A href="mailto:[email protected]" shape=rect>[email protected]</A>. <BR clear=none> </FONT></P> <P><BR clear=none><FONT size=3>TSA Contact Center</FONT> </P> <P><BR clear=none> </P></div> </font><br /> <br><br><div>--- Original Message ---<BR>From: <(b) (6) ><BR>Received: 10/12/10 1:04:20 PM EDT<BR>To: "TSA Contact Center" <[email protected]><BR>Subject: TSA Contact Us: Complaints<BR><BR>THIS GENERATED EMAIL HAS BEEN SENT FROM http://www.tsa.gov/contact/index.shtm<BR>-----------------------------------------------------------------------------------------------------------<BR>Remote Client IP: (b) (6) <BR>Date Time: 10/12/2010 9:56:12 AM<BR>-----------------------------------------------------------------------------------------------------------<BR><BR> <TABLE style="WIDTH: 750px" border=2 cellSpacing=1 cellPadding=3> <TBODY> <TR> <TD style="TEXT-ALIGN: right; WIDTH: 200px; VERTICAL-ALIGN: top; FONT-WEIGHT: bold">Name:</TD> <TD>(b) (6) </TD></TR> <TR> <TD style="TEXT-ALIGN: right; WIDTH: 200px; VERTICAL-ALIGN: top; FONT-WEIGHT: bold">Email:</TD> <TD>(b) (6) </TD></TR> <TR> <TD style="TEXT-ALIGN: right; WIDTH: 200px; VERTICAL-ALIGN: top; FONT-WEIGHT: bold">Complaints:</TD> <TD>Damaged or Missing items in Checked or Carry-on Baggage</TD></TR> <TR> <TD style="TEXT-ALIGN: right; WIDTH: 200px; VERTICAL-ALIGN: top; FONT-WEIGHT: bold">Flight Info (If applicable. Enter Flight#/Airline/Terminal/Airport/Gate/Etc):</TD> <TD>SW Airlines # 0701/0103 Okla. City to Houston to Harlingen on 9-1-10</TD></TR> <TR> <TD style="TEXT-ALIGN: right; WIDTH: 200px; VERTICAL-ALIGN: top; FONT-WEIGHT: bold">Comments:</TD> <TD>I am missing a prescription bottle of Cialis medication worth $120 from my checked bag. I originally complained to SW Airlines. They responded to me last week by letter and advised me to contact you.</TD></TR></TBODY></TABLE></div> <BR><BR>------ TCC Control Number: ------<BR><<#545176-682922#>></body></html> END RECORD
CONTACT RECORD
EID: 51872682 Contact Type: Contact Date: 2010-10-14 21:29:42 Medium: EMAIL Contact Status: CLOSED Incident Date: Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: (b) (6) Subject: ISSUE, RE: TSA Contact Us: Complaints Body: (b) (6) , As a general rule, you are correct that smaller computers/notebooks may stay in the bag. The exception to this would be if the bag was very cluttered and the x-ray officer was unable to clearly determine that your bag did not contain a threat. Please advise me of the time/location/lane you went through at OKC and I will attempt to determine where the discrepancy is. We have new-hires in OJT status, and this may be an opportunity for us to clarify procedures. Sincerely,
(b) (6)
TSA SHM/CSQIM/ICMS Coordinator Will Rogers World Airport -OKC Lawton/Ft. Sill Regional Airport - LAW Office: 405-702-(b) (6) Cell: (b) (6) "Security can only be achieved through constant change, through discarding old ideas that have outlived their usefullness and adapting others to current facts." - William O. Douglas Questions and Comments? Visit: <http://www.tsa.gov/> TSA.gov, <https://contact.tsa.dhs.gov/gotfeedback/> Got Feedback? <http://www.tsa.gov/blog/> Evolution of Security Blog,
From: TSA-ContactCenter [mailto:[email protected]] Sent: Wednesday, October 13, 2010 2:16 PM To:(b) (6) Subject: Re: TSA Contact Us: Complaints <<#528633-682887#>>
Thank you for your email message. We are sorry you were unhappy with your recent travel experience.
Because your complaint is regarding screening at OKC, we have forwarded a copy of your email to the Customer Service Manager at that airport for review. The Customer Service Manager is responsible for ensuring that the screener workforce adheres to TSA principles for professional processing.
We monitor the number and nature of complaints we receive to track trends and spot areas of concern that may require special attention. This ongoing process will enable us to ensure prompt, corrective action whenever we determine that security-screening policies need modification or specific employees or screener teams are the subjects of repeated complaints.
Again, TSA offers our sincere apologies and encourage you to check the latest information at www.tsa.gov <http://www.tsa.gov/> .
TSA Contact Center
--- Original Message --From: (b) (6) Received: 10/12/10 1:03:41 PM EDT To: "TSA Contact Center" <[email protected]> Subject: TSA Contact Us: Complaints THIS GENERATED EMAIL HAS BEEN SENT FROM http://www.tsa.gov/contact/index.shtm -----------------------------------------------------------------------------------------------------------Remote Client IP: (b) (6) Date Time: 10/12/2010 7:28:13 AM ------------------------------------------------------------------------------------------------------------
Name:
(b) (6)
Email:
(b) (6)
Complaints: Inconsistent Screening (Different Practices between Airports)
Flight Info (If applicable. Enter Flight#/Airline/Terminal/Airport/Gate/Etc): October 9, 2010 6:16-6:30am Oklahoma City
Comments: I am a Flight Attendant and this is the second time I have written and complained concerning the same airport in Oklahoma City. The inconsistency is my main complaint, and TSA agents not knowing the rules about Netbooks. According to TSA signs in various airports, I do not have to take out my 10 inch Netbook. Oklahoma City TSA agents to not seem to be aware of this. Why are they not updated on changes which take place on items that are allowed? My Crew had to stand by and at one point I motioned for the Captain to come over, as it was taking so long. We have limited time to get through security, proceed to our gate, get our paperwork and ready the plane for passengers so we can leave on time.
------ TCC Control Number: -----<<#528633-682887#>> Agent Notes: No Response Needed No Response Needed, Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) 10/14/2010 9:29:42 PM,(b) (6) Last Update Date: Opening Agent: Opened Date: 10/14/2010 1:16:58 PM Linked Event IDs:
10/14/2010 9:31:08 PM,
Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, LAW Lawton, OK, USA - Municipal, Airline: Subject Category: CSM/Stakeholder Follow-up - CSM/Stakeholder Follow-up Interaction Type: COMPLAINT Response Email: From: Prior Vendor To: [email protected] Subject: Re: RE: TSA Contact Us: Complaints <<#528633-682887#>> Body: <html><head><style type="text/css">p {margin-bottom: 0; margin-top: 0;}</style></head><body bgcolor="#ffffff" style="background: #ffffff"> <font size="2"></font><br /> <br><br><div>--- Original Message ---<BR>From: (b) (6) ><BR>Received: 10/14/10 1:16:58 PM EDT<BR>To: "TSA Contact Center" <[email protected]>,<(b) (6) ><BR>Subject: RE: TSA Contact Us: Complaints<BR><BR> <META name=Generator content="Microsoft Word 12 (filtered medium)"> <STYLE><!-/* Font Definitions */ @font-face{font-family:Helvetica; panose-1:2 11 6 4 2 2 2 2 2 4;}@font-face{font-family:Helvetica; panose-1:2 11 6 4 2 2 2 2 2 4;}@font-face{font-family:Calibri; panose-1:2 15 5 2 2 2 4 3 2 4;}@font-face{font-family:Tahoma; panose-1:2 11 6 4 3 5 4 4 2 4;}@font-face{font-family:"Lucida Calligraphy"; panose-1:3 1 1 1 1 1 1 1 1 1;}@font-face{font-family:Univers-CondensedLight; panose-1:0 0 0 0 0 0 0 0 0 0;} /* Style Definitions */ p.MsoNormal, li.MsoNormal, div.MsoNormal{margin:0in;margin-bottom:.0001pt; font-size:12.0pt;font-family:"Times New Roman","serif";} a:link, span.MsoHyperlink{mso-style-priority:99;color:blue; text-decoration:underline;}a:visited, span.MsoHyperlinkFollowed {mso-style-priority:99;color:purple;text-decoration:underline;}p {mso-style-priority:99;margin:0in;margin-bottom:.0001pt;font-size:12.0pt; font-family:"Times New Roman","serif";}span.EmailStyle18 {mso-style-type:personal-reply;color:black;}.MsoChpDefault {mso-style-type:export-only;font-size:10.0pt;}@page WordSection1 {size:8.5in 11.0in;margin:1.0in 1.0in 1.0in 1.0in;}div.WordSection1 {page:WordSection1;}--></STYLE> <DIV class=WordSection1> <P class=MsoNormal><SPAN style="FONT-FAMILY: 'Tahoma','sans-serif'; FONT-SIZE: 14pt">Dear (b) (6) <?xml:namespace prefix = o ns = "urn:schemas-microsoft-com:office:office" /><o:p></o:p></SPAN></P> <P class=MsoNormal><SPAN style="FONT-FAMILY: 'Tahoma','sans-serif'; FONT-SIZE: 14pt">As a general rule, you are correct that smaller computers/notebooks may stay in the bag. The exception to this would be if the bag was very cluttered and the x-ray officer was unable to clearly determine that your bag did not contain a threat. Please advise me of the time/location/lane you went through at OKC and I will attempt to determine where the discrepancy is. We have new-hires in OJT status, and this may be an opportunity for us to clarify procedures. <o:p></o:p></SPAN></P> <P class=MsoNormal><SPAN style="FONT-FAMILY: 'Tahoma','sans-serif'; FONT-SIZE: 14pt">Sincerely, </SPAN><SPAN style="COLOR: black"><o:p></o:p></SPAN></P> <DIV> <P style="mso-margin-top-alt: auto; mso-margin-bottom-alt: auto" class=MsoNormal><I><SPAN style="FONT-FAMILY: 'Lucida
Calligraphy'; COLOR: black">(b) (6) </SPAN></I><SPAN style="FONT-FAMILY: 'Lucida Calligraphy'; COLOR: black"> <o:p></o:p></SPAN></P> <P style="mso-margin-top-alt: auto; mso-margin-bottom-alt: auto" class=MsoNormal><I><SPAN style="FONT-FAMILY: 'Arial','sans-serif'; COLOR: #0070c0; FONT-SIZE: 10pt">TSA SHM/CSQIM/ICMS Coordinator</SPAN></I><SPAN style="COLOR: #0070c0"> <BR></SPAN><I><SPAN style="FONT-FAMILY: 'Arial','sans-serif'; COLOR: #0070c0; FONT-SIZE: 10pt">Will Rogers World Airport OKC</SPAN></I><SPAN style="COLOR: #0070c0"> <BR></SPAN><I><SPAN style="FONT-FAMILY: 'Arial','sans-serif'; COLOR: #0070c0; FONT-SIZE: 10pt">Lawton/Ft. Sill Regional Airport - LAW</SPAN></I><SPAN style="COLOR: #0070c0"> <BR></SPAN><I><SPAN style="FONT-FAMILY: 'Arial','sans-serif'; COLOR: #0070c0; FONT-SIZE: 10pt">Office: (b) (6) </SPAN></I><SPAN style="COLOR: #0070c0"> <BR></SPAN><I><SPAN style="FONT-FAMILY: 'Arial','sans-serif'; COLOR: #0070c0; FONT-SIZE: 10pt">Cell: (b) (6) (b) (6) </SPAN></I><I><SPAN style="FONT-FAMILY: 'Lucida Calligraphy'; COLOR: #0070c0; FONT-SIZE: 10pt"><o:p></o:p></SPAN></I></P> <P class=MsoNormal><I><SPAN style="FONT-FAMILY: 'Lucida Calligraphy'; COLOR: #8db3e2">"Security can only be achieved through constant change, through discarding old ideas that have outlived their usefullness and adapting others to current facts." - William O. Douglas </SPAN></I><I><SPAN style="FONT-FAMILY: 'Lucida Calligraphy'; COLOR: #8db3e2"><o:p></o:p></SPAN></I></P> <P style="mso-margin-top-alt: auto; mso-margin-bottom-alt: auto" class=MsoNormal><SPAN style="FONT-FAMILY: 'Arial','sans-serif'; COLOR: #0070c0; FONT-SIZE: 10pt">Questions and Comments? Visit:</SPAN><SPAN style="COLOR: #0070c0"> <A href="http://www.tsa.gov/"><SPAN style="COLOR: #0070c0; FONT-SIZE: 10pt">TSA.gov</SPAN></A></SPAN><SPAN style="COLOR: #0070c0; FONT-SIZE: 10pt">, </SPAN><SPAN style="COLOR: #0070c0"><A href="http://www.tsa.gov/blog/"><SPAN style="COLOR: #0070c0; FONT-SIZE: 10pt">Evolution of Security Blog</SPAN></A></SPAN><SPAN style="COLOR: #0070c0; FONTSIZE: 10pt">, </SPAN><SPAN style="COLOR: #0070c0"><A href="https://contact.tsa.dhs.gov/gotfeedback/"><SPAN style="COLOR: #0070c0; FONT-SIZE: 10pt">Got Feedback?</SPAN></A> <BR><BR><o:p></o:p></SPAN></P> <P class=MsoNormal><SPAN style="FONT-FAMILY: 'Calibri','sans-serif'; COLOR: black; FONT-SIZE: 11pt"><BR><BR></SPAN><SPAN style="FONT-FAMILY: 'Calibri','sans-serif'; COLOR: black; FONT-SIZE: 11pt"><o:p></o:p></SPAN></P></DIV> <P class=MsoNormal><SPAN style="COLOR: black"><o:p> </o:p></SPAN></P> <DIV> <DIV style="BORDER-BOTTOM: medium none; BORDER-LEFT: medium none; PADDING-BOTTOM: 0in; PADDING-LEFT: 0in; PADDINGRIGHT: 0in; BORDER-TOP: #b5c4df 1pt solid; BORDER-RIGHT: medium none; PADDING-TOP: 3pt"> <P class=MsoNormal><B><SPAN style="FONT-FAMILY: 'Tahoma','sans-serif'; FONT-SIZE: 10pt">From:</SPAN></B><SPAN style="FONT-FAMILY: 'Tahoma','sans-serif'; FONT-SIZE: 10pt"> TSA-ContactCenter [mailto:[email protected]] <BR><B>Sent:</B> Wednesday, October 13, 2010 2:16 PM<BR><B>To:</B> (b) (6) <BR><B>Subject:</B> Re: TSA Contact Us: Complaints <<#528633-682887#>><o:p></o:p></SPAN></P></DIV></DIV> <P class=MsoNormal><o:p> </o:p></P> <DIV> <P><SPAN style="FONT-FAMILY: 'Helvetica','sans-serif'; COLOR: black; FONT-SIZE: 10pt">Thank you for your email message. We are sorry you were unhappy with your recent travel experience.</SPAN><SPAN style="FONT-FAMILY: 'Arial','sans-serif'; COLOR: black; FONT-SIZE: 10pt"> <o:p></o:p></SPAN></P> <P><SPAN style="FONT-FAMILY: 'Arial','sans-serif'; COLOR: black; FONT-SIZE: 10pt"> <o:p></o:p></SPAN></P> <P><SPAN style="FONT-FAMILY: 'Helvetica','sans-serif'; COLOR: black; FONT-SIZE: 10pt">Because your complaint is regarding screening at OKC, we have forwarded a copy of your email to the Customer Service Manager at that airport for review. The Customer Service Manager is responsible for ensuring that the screener workforce adheres to TSA principles for professional processing.</SPAN><SPAN style="FONT-FAMILY: 'Arial','sans-serif'; COLOR: black; FONT-SIZE: 10pt"> <o:p></o:p></SPAN></P> <P><SPAN style="FONT-FAMILY: 'Arial','sans-serif'; COLOR: black; FONT-SIZE: 10pt"> <o:p></o:p></SPAN></P> <P><SPAN style="FONT-FAMILY: 'Helvetica','sans-serif'; COLOR: black; FONT-SIZE: 10pt">We monitor the number and nature of complaints we receive to track trends and spot areas of concern that may require special attention. This ongoing process will enable us to ensure prompt, corrective action whenever we determine that security-screening policies need modification or specific employees or screener teams are the subjects of repeated complaints.</SPAN><SPAN style="FONT-FAMILY: 'Arial','sans-serif'; COLOR: black; FONTSIZE: 10pt"> <o:p></o:p></SPAN></P> <P><SPAN style="FONT-FAMILY: 'Arial','sans-serif'; COLOR: black; FONT-SIZE: 10pt"> <o:p></o:p></SPAN></P> <P><SPAN style="FONT-FAMILY: 'Helvetica','sans-serif'; COLOR: black; FONT-SIZE: 10pt">Again, TSA offers our sincere apologies and encourage you to check the latest information at <A href="http://www.tsa.gov/">www.tsa.gov</A>.</SPAN><SPAN style="FONT-FAMILY: 'Arial','sans-serif'; COLOR: black; FONT-SIZE: 10pt"> <o:p></o:p></SPAN></P> <P><SPAN style="FONT-FAMILY: 'Arial','sans-serif'; COLOR: black; FONT-SIZE: 10pt"> <o:p></o:p></SPAN></P> <P><SPAN style="FONT-FAMILY: 'Helvetica','sans-serif'; COLOR: black; FONT-SIZE: 10pt">TSA Contact Center</SPAN><SPAN style="FONT-FAMILY: 'Arial','sans-serif'; COLOR: black; FONT-SIZE: 10pt"><o:p></o:p></SPAN></P></DIV> <P style="MARGIN-BOTTOM: 12pt" class=MsoNormal><BR><BR><o:p></o:p></P> <DIV> <P style="MARGIN-BOTTOM: 12pt" class=MsoNormal>--- Original Message ---<BR>From: <(b) (6) ><BR>Received: 10/12/10 1:03:41 PM EDT<BR>To: "TSA Contact Center" <[email protected]><BR>Subject: TSA Contact Us: Complaints<BR><BR>THIS GENERATED EMAIL HAS BEEN SENT FROM http://www.tsa.gov/contact/index.shtm<BR>-----------------------------------------------------------------------------------------------------------<BR>Remote Client IP: (b) (6) <BR>Date Time: 10/12/2010 7:28:13 AM<BR>-----------------------------------------------------------------------------------------------------------<o:p></o:p></P> <TABLE style="BORDER-BOTTOM: 1.5pt outset; BORDER-LEFT: 1.5pt outset; WIDTH: 562.5pt; BORDER-TOP: 1.5pt outset; BORDERRIGHT: 1.5pt outset" class=MsoNormalTable border=1 cellSpacing=1 cellPadding=0 width=750> <TBODY> <TR>
<TD style="PADDING-BOTTOM: 2.25pt; PADDING-LEFT: 2.25pt; WIDTH: 150pt; PADDING-RIGHT: 2.25pt; PADDING-TOP: 2.25pt" vAlign=top width=200> <P style="TEXT-ALIGN: right" class=MsoNormal align=right><B>Name:<o:p></o:p></B></P></TD> <TD style="PADDING-BOTTOM: 2.25pt; PADDING-LEFT: 2.25pt; PADDING-RIGHT: 2.25pt; PADDING-TOP: 2.25pt"> <P class=MsoNormal>(b) (6) <o:p></o:p></P></TD></TR> <TR> <TD style="PADDING-BOTTOM: 2.25pt; PADDING-LEFT: 2.25pt; WIDTH: 150pt; PADDING-RIGHT: 2.25pt; PADDING-TOP: 2.25pt" vAlign=top width=200> <P style="TEXT-ALIGN: right" class=MsoNormal align=right><B>Email:<o:p></o:p></B></P></TD> <TD style="PADDING-BOTTOM: 2.25pt; PADDING-LEFT: 2.25pt; PADDING-RIGHT: 2.25pt; PADDING-TOP: 2.25pt"> <P class=MsoNormal(b) (6) <o:p></o:p></P></TD></TR> <TR> <TD style="PADDING-BOTTOM: 2.25pt; PADDING-LEFT: 2.25pt; WIDTH: 150pt; PADDING-RIGHT: 2.25pt; PADDING-TOP: 2.25pt" vAlign=top width=200> <P style="TEXT-ALIGN: right" class=MsoNormal align=right><B>Complaints:<o:p></o:p></B></P></TD> <TD style="PADDING-BOTTOM: 2.25pt; PADDING-LEFT: 2.25pt; PADDING-RIGHT: 2.25pt; PADDING-TOP: 2.25pt"> <P class=MsoNormal>Inconsistent Screening (Different Practices between Airports)<o:p></o:p></P></TD></TR> <TR> <TD style="PADDING-BOTTOM: 2.25pt; PADDING-LEFT: 2.25pt; WIDTH: 150pt; PADDING-RIGHT: 2.25pt; PADDING-TOP: 2.25pt" vAlign=top width=200> <P style="TEXT-ALIGN: right" class=MsoNormal align=right><B>Flight Info (If applicable. Enter Flight#/Airline/Terminal/Airport/Gate/Etc):<o:p></o:p></B></P></TD> <TD style="PADDING-BOTTOM: 2.25pt; PADDING-LEFT: 2.25pt; PADDING-RIGHT: 2.25pt; PADDING-TOP: 2.25pt"> <P class=MsoNormal>October 9, 2010 6:16-6:30am Oklahoma City<o:p></o:p></P></TD></TR> <TR> <TD style="PADDING-BOTTOM: 2.25pt; PADDING-LEFT: 2.25pt; WIDTH: 150pt; PADDING-RIGHT: 2.25pt; PADDING-TOP: 2.25pt" vAlign=top width=200> <P style="TEXT-ALIGN: right" class=MsoNormal align=right><B>Comments:<o:p></o:p></B></P></TD> <TD style="PADDING-BOTTOM: 2.25pt; PADDING-LEFT: 2.25pt; PADDING-RIGHT: 2.25pt; PADDING-TOP: 2.25pt"> <P class=MsoNormal>I am a Flight Attendant and this is the second time I have written and complained concerning the same airport in Oklahoma City. The inconsistency is my main complaint, and TSA agents not knowing the rules about Netbooks. According to TSA signs in various airports, I do not have to take out my 10 inch Netbook. Oklahoma City TSA agents to not seem to be aware of this. Why are they not updated on changes which take place on items that are allowed? My Crew had to stand by and at one point I motioned for the Captain to come over, as it was taking so long. We have limited time to get through security, proceed to our gate, get our paperwork and ready the plane for passengers so we can leave on time.<o:p></o:p></P></TD></TR></TBODY></TABLE></DIV> <P class=MsoNormal><BR><BR>------ TCC Control Number: ------<BR><<#528633-682887#>><o:p></o:p></P></DIV></div> <BR><BR>------ TCC Control Number: ------<BR><<#528633-682887#>></body></html> END RECORD
CONTACT RECORD
EID: 51873552 Contact Type: Contact Date: 2010-10-15 15:22:28 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2010-10-15 15:34:00 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: (b) (6) phoned into the TCC with concerns & complaints regarding being selected for secondary screening, She feels the Delta Employee should not inform passenger of the selectee process and also wanted to report the TSA agent didn't pay attention to her boarding pass to know she was a selectee if she didn't mention it to the screener. Body: Agent Notes: Advised caller information will be noted. FYI Sent To CSM Advised caller information will be noted. FYI Sent To CSM Follow Up: (b) (6) phoned into the TCC with concerns & complaints regarding being selected for secondary screening, She feels the Delta Employee should not inform passenger of the selectee process and also wanted to report the TSA agent didn't pay attention to her boarding pass to know she was a selectee if she didn't mention it to the screener. (b) (6) wanted to report this matter so managment is aware. To TSOC Date: From TSOC Date: Last Updated By: (b) (6) 10/15/2010 3:35:29 PM,(b) (6) 10/15/2010 3:37:02 PM,(b) (6) 11/11/2010 4:20:50 PM,(b) (6) 11/11/2010 4:21:01 PM, Last Update Date: Opening Agent: Opened Date: 10/15/2010 3:22:28 PM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, Airline: Delta Air Lines -¬Delta Air Lines -¬, Subject Category: Secondary Screening - General - Secondary Screening - General Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 51884853 Contact Type: Contact Date: 2010-10-26 14:40:14 Medium: EMAIL Contact Status: CLOSED Incident Date: Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: (b) (6) Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: (b) (6) Subject: ISSUE, TSA Contact Us: Complaints Body: THIS GENERATED EMAIL HAS BEEN SENT FROM http://www.tsa.gov/contact/index.shtm -----------------------------------------------------------------------------------------------------------Remote Client IP: (b) (6) Date Time: 10/24/2010 10:50:52 PM ------------------------------------------------------------------------------------------------------------
Name: (b) (6) Email: (b) (6) Complaints:Damaged or Missing items in Checked or Carry-on Baggage Flight Info (If applicable. Enter Flight#/Airline/Terminal/Airport/Gate/Etc):CO2990/Continental/Will Rogers World Airport/Gate 10 Comments:Good morning, On Saturday, 23oct2010, about 2pm, I had my black brand-new "Wii Nintendo console" missing on checkpoint area in Oklahoma City (Will Rogers World Airport). During screening a TSA agente took it from my backpack without asking me to do it. So, it was not my fault!!! I only notice the item was missing when I landed on Houston Airport. Now how can I have my item back? I live in Brazil but I have some friends that works on FAA (Federal Aviation Administration). I need a email to contact OKC lost & found ((b) (6) )? Please, send me all necessary information to get my game back. Sincerely yours
(b) (6) (b) (6)
Agent Notes: Fwd to Appropriate Office Response Fwd to Appropriate Office Response, BCC OKC SHM/CSQIM (b) (6) . Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) 10/26/2010 2:40:14 PM,(b) (6) 10/26/2010 2:45:58 PM, Last Update Date: Opening Agent: Opened Date: 10/25/2010 1:48:00 PM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, Airline: Continental Airlines (present) -¬Continental Airlines (present) -¬, Subject Category: Lost and Found- TSA - Lost and Found- TSA Interaction Type: COMPLAINT Response Email: From: Prior Vendor To: (b) (6) at
Subject: Re: TSA Contact Us: Complaints <<#550152-688698#>> Body: <html><head><style type="text/css">p {margin-bottom: 0; margin-top: 0;}</style></head><body bgcolor="#ffffff" style="background: #ffffff"> <font size="2"><div style="width:100%;word-wrap:break-word;font-family: Arial;color: #000000;"><P><FONT size=3 face=" Helvetica, sans-serif,Arial">Thank you for your email message. </FONT></P> <P><FONT size=3> </FONT> </P> <P><FONT size=3 face=" Helvetica, sans-serif,Arial">Please accept our appreciation for you taking the time to share this information with us. Your email has been forwarded to the appropriate office at OKC for action as required. </FONT> </P> <P><FONT size=3> </FONT> </P> <P><FONT size=3 face=" Helvetica, sans-serif,Arial">We encourage you to check the latest information at </FONT><FONT size=3 face=" Helvetica, sans-serif,Arial"><A href="http://www.tsa.gov/" shape=rect>www.tsa.gov</A></FONT><FONT size=3 face=" Helvetica, sansserif,Arial">. </FONT></P> <P><FONT size=3> </FONT> </P> <P><FONT size=3 face=" Helvetica, sans-serif,Arial">TSA Contact Center</FONT><FONT size=3 face=" Helvetica, sans-serif,Arial"><BR clear=none></FONT></P></div> </font><br /> <br><br><div>--- Original Message ---<BR>From: <(b) (6) ><BR>Received: 10/25/10 1:48:29 PM EDT<BR>To: "TSA Contact Center" <[email protected]><BR>Subject: TSA Contact Us: Complaints<BR><BR>THIS GENERATED EMAIL HAS BEEN SENT FROM http://www.tsa.gov/contact/index.shtm<BR>-----------------------------------------------------------------------------------------------------------<BR>Remote Client IP: (b) (6) <BR>Date Time: 10/24/2010 10:50:52 PM<BR>-----------------------------------------------------------------------------------------------------------<BR><BR> <TABLE style="WIDTH: 750px" border=2 cellSpacing=1 cellPadding=3> <TBODY> <TR> <TD style="TEXT-ALIGN: right; WIDTH: 200px; VERTICAL-ALIGN: top; FONT-WEIGHT: bold">Name:</TD> <TD>(b) (6) </TD></TR> <TR> <TD style="TEXT-ALIGN: right; WIDTH: 200px; VERTICAL-ALIGN: top; FONT-WEIGHT: bold">Email:</TD> <TD>(b) (6) .br</TD></TR> <TR> <TD style="TEXT-ALIGN: right; WIDTH: 200px; VERTICAL-ALIGN: top; FONT-WEIGHT: bold">Complaints:</TD> <TD>Damaged or Missing items in Checked or Carry-on Baggage</TD></TR> <TR> <TD style="TEXT-ALIGN: right; WIDTH: 200px; VERTICAL-ALIGN: top; FONT-WEIGHT: bold">Flight Info (If applicable. Enter Flight#/Airline/Terminal/Airport/Gate/Etc):</TD> <TD>CO2990/Continental/Will Rogers World Airport/Gate 10</TD></TR> <TR> <TD style="TEXT-ALIGN: right; WIDTH: 200px; VERTICAL-ALIGN: top; FONT-WEIGHT: bold">Comments:</TD> <TD>Good morning,<BR>On Saturday, 23oct2010, about 2pm, I had my black brand-new "Wii Nintendo console" missing on checkpoint area in Oklahoma City (Will Rogers World Airport). During screening a TSA agente took it from my backpack without asking me to do it. So, it was not my fault!!! I only notice the item was missing when I landed on Houston Airport. Now how can I have my item back? I live in Brazil but I have some friends that works on FAA (Federal Aviation Administration).<BR>I need a email to contact OKC lost & found )? Please, send me all necessary information to get my game back.<BR>Sincerely yours<BR>(b) (6) (b) (6) </TD></TR></TBODY></TABLE></div> (b) (6) <BR><BR>------ TCC Control Number: ------<BR><<#550152-688698#>></body></html> END RECORD
CONTACT RECORD
EID: 51903755 Contact Type: Contact Date: 2010-11-10 14:25:40 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2010-11-04 15:00:00 Contact Prefix: (b) (6) Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Caller wants to retrieve his IPad that was left at the security checkpoint at OKC. Body: Agent Notes: Provided the number to TSA's lost and found at OKC and transferred the call. Walked caller thru the claims process and how to download a form from the TSA website. Provided the number to TSA's lost and found at OKC and transferred the call. Walked caller thru the claims process and how to download a form from the TSA website. Flight # 6887 Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) 11/10/2010 2:35:12 PM, Last Update Date: Opening Agent: Opened Date: 11/10/2010 2:25:40 PM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, DEN Denver, CO, USA - Denver International, Airline: United Airlines -¬United Airlines -¬, Subject Category: Lost and Found- TSA - Lost and Found- TSA Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 51904826 Contact Type: Contact Date: 2010-11-11 09:49:27 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2010-11-10 14:00:00 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Items (body spray for horses, polish remover for horses, spray polish for horses) is missing from checked bag @ OKC. Body: Agent Notes: Provided Lost and Found information to caller and advised caller how to file a claim. Provided Lost and Found information to caller and advised caller how to file a claim. NOI was located in luggage Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) 11/11/2010 9:59:32 AM, Last Update Date: Opening Agent: Opened Date: 11/11/2010 9:49:27 AM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, Airline: United Airlines -¬United Airlines -¬, Subject Category: Claim Form Requests - Missing items from Checked Baggage - Claim Form Requests - Missing items from Checked Baggage Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 51913413 Contact Type: Contact Date: 2010-11-17 14:04:53 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2010-11-17 05:15:00 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Caller wants to file a complaint because she was humiliated and violated during a patdown inspection. Body: Agent Notes: Advised caller that a message will be sent to the CSM at OKC informing them of this incident. Advised caller that a message will be sent to the CSM at OKC informing them of this incident. Caller wants to know who she can write to regarding the new screening procedures. Provided caller with the address for TSA headquarters. Follow Up: (b) (6) wants to file a complaint because she was humiliated and violated during a patdown inspection. She stated that she removed her shoes and placed them in the bin for screening and then a TSA screener removed them from the belt and tested them with dust chemical reader and stated that they tested positive for explosives. (b) (6) stated that the screener told her that she had to be patted down and they had to check the rest of her belongings. She stated that the screener tested her shoes again and they were fine. (b) (6) didn't understand why her shoes didn't test positive for the explosives the second time. She stated that the patdown procedure was horrific and a violation of her privacy. (b) (6) wanted to inform someone of this incident and she would like for someone to give her a call back. To TSOC Date: From TSOC Date: Last Updated By: (b) (6) 11/17/2010 2:21:32 PM,(b) (6) 11/17/2010 2:21:42 PM, Last Update Date: Opening Agent: Opened Date: 11/17/2010 2:04:53 PM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, Airline: Delta Air Lines -¬Delta Air Lines -¬, Subject Category: RED BALL - New Pat Down Procedures as of 10-28-10 - RED BALL - New Pat Down Procedures as of 10-28-10 Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 51918782 Contact Type: Contact Date: 2010-11-19 15:25:13 Medium: EMAIL Contact Status: CLOSED Incident Date: Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: (b) (6) Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: (b) (6) Subject: ISSUE, TSA Contact Us: Complaints Body: THIS GENERATED EMAIL HAS BEEN SENT FROM http://www.tsa.gov/contact/index.shtm -----------------------------------------------------------------------------------------------------------Remote Client IP: (b) (6) Date Time: 11/15/2010 9:22:48 PM ------------------------------------------------------------------------------------------------------------
Name: (b) (6) Email: (b) (6) Complaints:Inappropriate Screening/Pat Down Screening Flight Info (If applicable. Enter Flight#/Airline/Terminal/Airport/Gate/Etc):November 13, 2010 at Will Rogers World Airport, Oklahoma City, OK at approximately 7:30 am Comments:I was walking with a cane into the screening area. I have had double knee surgery and wearing knee braces on each knee. I put my cane through but when walking through I set off the machine. I was ordered to stand and not move while my belongings were retrieved. (b) (6) told me that he was going to pat me down and said he was going to explain each step. I informed him that I had double knee surgery and was prior law enforcement and he needed not explain it but to hurry because I was in pain. He said that he had to tell me and I said "OK" but hurry because my knees were in extreme pain. (b) (6) asked me if I was sensitive and I told him know. He began what must have been the longest pat search in the history of mankind. Finally, after he asked me again if I was sensitive again, I sat down and ask if he could retrieve his supervisor. (b) (6) came over and again I explained that I had double knee surgery and was in pain and that I did not mind the pat search, but that he was taking too long. He told me to blame Congress. Again, I had to stand up while he did my front side. After that, they discovered my knee braces and asked me to pull up my pants legs. I told them that my pants would not come up that high. So (b) (6) said to (b) (6) that if he could not get to it, he could not get to it and terminated the search. What? Why did they not wand me and determine that the braces was what was setting the machine off? What about the American Disibilies Act where reasonable accommodations can be applied. What do I have to do get a wheel chair before I can pass through security. I am demanding that these officers be disciplined and the TSA Manager, (b) (6) , be required to train his staff. I will await TSA answer to this before I seek an attorney Agent Notes: Consumer Complaint BCC/CSM Response Consumer Complaint BCC/CSM Response, BCC OKC SHM/CSQIM (b) (6) at (b) (6) Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) 11/19/2010 3:25:13 PM,(b) (6) 11/19/2010 3:33:03 PM, Last Update Date: Opening Agent: Opened Date: 11/17/2010 10:35:28 AM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport,
Airline: Subject Category: Secondary Screening - General - Secondary Screening - General Interaction Type: COMPLAINT Response Email: From: Prior Vendor To: (b) (6) Subject: Re: TSA Contact Us: Complaints <<#561114-702445#>> Body: <html><head><style type="text/css">p {margin-bottom: 0; margin-top: 0;}</style></head><body bgcolor="#ffffff" style="background: #ffffff"> <font size="2"><div style="width:100%;word-wrap:break-word;font-family: Arial;color: #000000;"><P><FONT face=" Helvetica, sansserif,Arial">Thank you for your email message. We are sorry you were unhappy with your recent travel experience.</FONT> </P> <P> </P> <P><FONT face=" Helvetica, sans-serif,Arial">Because your complaint is regarding screening at OKC, we have forwarded a copy of your email to the Customer Service Manager at that airport. The Customer Service Manager is responsible for ensuring that the screener workforce adheres to TSA principles for professional processing.</FONT> </P> <P> </P> <P><FONT face=" Helvetica, sans-serif,Arial">We monitor the number and nature of complaints we receive to track trends and spot areas of concern that may require special attention. This ongoing process will enable us to ensure prompt, corrective action whenever we determine that security-screening policies need modification or specific employees or screener teams are the subjects of repeated complaints.</FONT> </P> <P> </P> <P><FONT face=" Helvetica, sans-serif,Arial">Again, TSA offers our sincere apologies and encourage you to check the latest information at </FONT><FONT face=" Helvetica, sans-serif,Arial"><A href="http://www.tsa.gov/" shape=rect>www.tsa.gov</A></FONT><FONT face=" Helvetica, sans-serif,Arial">.</FONT> </P> <P> </P> <P><FONT face=" Helvetica, sans-serif,Arial">TSA Contact Center</FONT><FONT face=" Helvetica, sans-serif,Arial"><BR clear=none></FONT></P></div> </font><br /> <br><br><div>--- Original Message ---<BR>From: <(b) (6) ><BR>Received: 11/17/10 10:35:26 AM EST<BR>To: "TSA Contact Center" <[email protected]><BR>Subject: TSA Contact Us: Complaints<BR><BR>THIS GENERATED EMAIL HAS BEEN SENT FROM http://www.tsa.gov/contact/index.shtm<BR>-----------------------------------------------------------------------------------------------------------<BR>Remote Client IP: (b) (6) <BR>Date Time: 11/15/2010 9:22:48 PM<BR>-----------------------------------------------------------------------------------------------------------<BR><BR> <TABLE style="WIDTH: 750px" border=2 cellSpacing=1 cellPadding=3> <TBODY> <TR> <TD style="TEXT-ALIGN: right; WIDTH: 200px; VERTICAL-ALIGN: top; FONT-WEIGHT: bold">Name:</TD> <TD>(b) (6) </TD></TR> <TR> <TD style="TEXT-ALIGN: right; WIDTH: 200px; VERTICAL-ALIGN: top; FONT-WEIGHT: bold">Email:</TD> <TD>(b) (6) </TD></TR> <TR> <TD style="TEXT-ALIGN: right; WIDTH: 200px; VERTICAL-ALIGN: top; FONT-WEIGHT: bold">Complaints:</TD> <TD>Inappropriate Screening/Pat Down Screening</TD></TR> <TR> <TD style="TEXT-ALIGN: right; WIDTH: 200px; VERTICAL-ALIGN: top; FONT-WEIGHT: bold">Flight Info (If applicable. Enter Flight#/Airline/Terminal/Airport/Gate/Etc):</TD> <TD>November 13, 2010 at Will Rogers World Airport, Oklahoma City, OK at approximately 7:30 am</TD></TR> <TR> <TD style="TEXT-ALIGN: right; WIDTH: 200px; VERTICAL-ALIGN: top; FONT-WEIGHT: bold">Comments:</TD> <TD>I was walking with a cane into the screening area. I have had double knee surgery and wearing knee braces on each knee. I put my cane through but when walking through I set off the machine. I was ordered to stand and not move while my belongings were retrieved. told me that he was going to pat me down and said he was going to explain each step. I informed him that I had double (b) (6) knee surgery and was prior law enforcement and he needed not explain it but to hurry because I was in pain. He said that he had to tell me and I said "OK" but hurry because my knees were in extreme pain. (b) (6) asked me if I was sensitive and I told him know. He began what must have been the longest pat search in the history of mankind. Finally, after he asked me again if I was sensitive again, I sat down and ask if he could retrieve his supervisor. (b) (6) came over and again I explained that I had double knee surgery and was in pain and that I did not mind the pat search, but that he was taking too long. He told me to blame Congress. Again, I had to stand up while he did my front side. After that, they discovered my knee braces and asked me to pull up my pants legs. I told them that my pants would not come up that high. So (b) (6) said to (b) (6) that if he could not get to it, he could not get to it and terminated the search. What? Why did they not wand me and determine that the braces was what was setting the machine off? What about the American Disibilies Act where reasonable accommodations can be applied. What do I have to do get a wheel chair before I can pass through security. I am demanding that these officers be disciplined and the TSA Manager, (b) (6) , be required to train his
staff. I will await TSA answer to this before I seek an attorney.</TD></TR></TBODY></TABLE></div> <BR><BR>------ TCC Control Number: ------<BR><<#561114-702445#>></body></html> END RECORD
CONTACT RECORD
EID: 51919590 Contact Type: Contact Date: 2010-11-20 05:20:44 Medium: EMAIL Contact Status: CLOSED Incident Date: Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: (b) (6) Subject: ISSUE, TSA Contact Us: Compliments or Suggestions Body: THIS GENERATED EMAIL HAS BEEN SENT FROM http://www.tsa.gov/contact/index.shtm -----------------------------------------------------------------------------------------------------------Remote Client IP: (b) (6) Date Time: 11/16/2010 8:37:58 AM ------------------------------------------------------------------------------------------------------------
Subject:Suggestions Name: (b) (6) Email: (b) (6) Comments:I was chosen for enhanced screening after I had picked up my bags from the baggage pick up area at the end of my flight. The entire time the TSA agent was looking through my stuff he kept complaining about his job and saying how he was going to get a different one. I felt very uncomfortable. This was in OKC about 3 months ago. My suggestion would be to hire higher quality employees Agent Notes: Consumer Complaint BCC/CSM Response Consumer Complaint BCC/CSM Response, bcc csm okc (b) (6) Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) 11/20/2010 5:20:44 AM,(b) (6) 11/20/2010 5:22:27 AM, Last Update Date: Opening Agent: Opened Date: 11/17/2010 10:43:06 AM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, Airline: Subject Category: Secondary Screening - General - Secondary Screening - General Interaction Type: COMPLAINT Response Email: From: Prior Vendor To: (b) (6) Subject: Re: TSA Contact Us: Compliments or Suggestions <<#561561-702969#>> Body: <html><head><style type="text/css">p {margin-bottom: 0; margin-top: 0;}</style></head><body bgcolor="#ffffff" style="background: #ffffff"> <font size="2"><div style="width:100%;word-wrap:break-word;font-family: Arial;color: #000000;"><P><FONT face=" Helvetica, sansserif,Arial">Thank you for your email message. We are sorry you were unhappy with your recent travel experience.</FONT> </P>
<P> </P> <P><FONT face=" Helvetica, sans-serif,Arial">Because your complaint is regarding screening at OKC, we have forwarded a copy of your email to the Customer Service Manager at that airport. The Customer Service Manager is responsible for ensuring that the screener workforce adheres to TSA principles for professional processing.</FONT> </P> <P> </P> <P><FONT face=" Helvetica, sans-serif,Arial">We monitor the number and nature of complaints we receive to track trends and spot areas of concern that may require special attention. This ongoing process will enable us to ensure prompt, corrective action whenever we determine that security-screening policies need modification or specific employees or screener teams are the subjects of repeated complaints.</FONT> </P> <P> </P> <P><FONT face=" Helvetica, sans-serif,Arial">Again, the TSA offers sincere apologies for the discomfort you experienced while traveling and encourage you to check the latest information at </FONT><A href="http://www.tsa.gov/" shape=rect><FONT face=" Helvetica, sansserif,Arial">www.tsa.gov</FONT></A><FONT face=" Helvetica, sans-serif,Arial">.</FONT> </P> <P> </P> <P><FONT face=" Helvetica, sans-serif,Arial">TSA Contact Center</FONT><FONT face=" Helvetica, sans-serif,Arial"><BR clear=none></FONT></P></div> </font><br /> <br><br><div>--- Original Message ---<BR>From: <(b) (6) ><BR>Received: 11/17/10 10:43:05 AM EST<BR>To: "TSA Contact Center" <[email protected]><BR>Subject: TSA Contact Us: Compliments or Suggestions<BR><BR>THIS GENERATED EMAIL HAS BEEN SENT FROM http://www.tsa.gov/contact/index.shtm<BR>-----------------------------------------------------------------------------------------------------------<BR>Remote Client IP: (b) (6) <BR>Date Time: 11/16/2010 8:37:58 AM<BR>-----------------------------------------------------------------------------------------------------------<BR><BR> <TABLE style="WIDTH: 750px" border=2 cellSpacing=1 cellPadding=3> <TBODY> <TR> <TD style="TEXT-ALIGN: right; WIDTH: 200px; VERTICAL-ALIGN: top; FONT-WEIGHT: bold">Subject:</TD> <TD>Suggestions</TD></TR> <TR> <TD style="TEXT-ALIGN: right; WIDTH: 200px; VERTICAL-ALIGN: top; FONT-WEIGHT: bold">Name:</TD> <TD>(b) (6) </TD></TR> <TR> <TD style="TEXT-ALIGN: right; WIDTH: 200px; VERTICAL-ALIGN: top; FONT-WEIGHT: bold">Email:</TD> <TD>(b) (6) </TD></TR> <TR> <TD style="TEXT-ALIGN: right; WIDTH: 200px; VERTICAL-ALIGN: top; FONT-WEIGHT: bold">Comments:</TD> <TD>I was chosen for enhanced screening after I had picked up my bags from the baggage pick up area at the end of my flight. The entire time the TSA agent was looking through my stuff he kept complaining about his job and saying how he was going to get a different one. I felt very uncomfortable. This was in OKC about 3 months ago. My suggestion would be to hire higher quality employees.</TD></TR></TBODY></TABLE></div> <BR><BR>------ TCC Control Number: ------<BR><<#561561-702969#>></body></html> END RECORD
CONTACT RECORD
EID: 51919702 Contact Type: Contact Date: 2010-11-20 08:40:10 Medium: EMAIL Contact Status: CLOSED Incident Date: Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: (b) (6) Subject: ISSUE, TSA Contact Us: Complaints Body: THIS GENERATED EMAIL HAS BEEN SENT FROM http://www.tsa.gov/contact/index.shtm -----------------------------------------------------------------------------------------------------------Remote Client IP: (b) (6) Date Time: 11/16/2010 9:57:33 AM ------------------------------------------------------------------------------------------------------------
Name: (b) (6) Email: (b) (6) Complaints:Inconsistent Screening (Different Practices between Airports) Flight Info (If applicable. Enter Flight#/Airline/Terminal/Airport/Gate/Etc):OKC Nov 11, 2010 445 pm LAS Nov 15,2010 5am Comments:In Oklahoma city, because of my knee replacement I was treated like a criminal, seperated from my personel belongings for 10 minutes, my family was abused because they retrieved my personal items while I was being patted down and given a lecture on 9/11 because my wasn't happy with my treatment. When I tried to complain, the officers involved had disappeared without giving me their names. In Las Vegas, the exact opposite happened. When informing the TSA officers of my knee replacement, I was moved to the body scanner, my items were moved to the same area I was in, never out of site, then given to my family while I was being scanned. It was not a bad experience, unlike my hometown of Oklahoma City, and I pity anyone subjected to the treatment of the Oklahoma City Officers Agent Notes: Consumer Complaint BCC/CSM Response Consumer Complaint BCC/CSM Response, BCC SHM/CSQIM (b) (6) @
(b) (6)
Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) 11/20/2010 8:50:21 AM, Last Update Date: Opening Agent: Opened Date: 11/17/2010 10:44:49 AM Linked Event IDs:
11/20/2010 8:40:10 AM,(b) (6)
11/20/2010 8:48:55 AM,(b) (6)
Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, LAS Las Vegas, NV, USA - Mccarran International Airport, Airline: Subject Category: Inappropriate Screening- Pat Down-Complaint - Inappropriate Screening- Pat Down-Complaint Interaction Type: COMPLAINT Response Email: From: Prior Vendor To: (b) (6)
Subject: Re: TSA Contact Us: Complaints <<#561668-703087#>> Body: <html><head><style type="text/css">p {margin-bottom: 0; margin-top: 0;}</style></head><body bgcolor="#ffffff" style="background: #ffffff"> <font size="2"><div style="width:100%;word-wrap:break-word;font-family: Arial;color: #000000;"><P><FONT face=" Helvetica, sansserif,Arial">Thank you for your email message. We are sorry you were unhappy with your recent travel experience.</FONT> </P> <P> </P> <P><FONT face=" Helvetica, sans-serif,Arial">Because your complaint is regarding screening at OKC, we have forwarded a copy of your email to the Customer Service Manager at that airport. The Customer Service Manager is responsible for ensuring that the screener workforce adheres to TSA principles for professional processing.</FONT> </P> <P> </P> <P><FONT face=" Helvetica, sans-serif,Arial">We monitor the number and nature of complaints we receive to track trends and spot areas of concern that may require special attention. This ongoing process will enable us to ensure prompt, corrective action whenever we determine that security-screening policies need modification or specific employees or screener teams are the subjects of repeated complaints.</FONT> </P> <P> </P> <P><FONT face=" Helvetica, sans-serif,Arial">Again, the TSA offers sincere apologies for the discomfort you experienced while traveling and encourage you to check the latest information at </FONT><A href="http://www.tsa.gov/" shape=rect><FONT face=" Helvetica, sansserif,Arial">www.tsa.gov</FONT></A><FONT face=" Helvetica, sans-serif,Arial">.</FONT> </P> <P> </P> <P><FONT face=" Helvetica, sans-serif,Arial">TSA Contact Center</FONT><FONT face=" Helvetica, sans-serif,Arial"><BR clear=none></FONT></P></div> </font><br /> <br><br><div>--- Original Message ---<BR>From: <(b) (6) ><BR>Received: 11/17/10 10:44:49 AM EST<BR>To: "TSA Contact Center" <[email protected]><BR>Subject: TSA Contact Us: Complaints<BR><BR>THIS GENERATED EMAIL HAS BEEN SENT FROM http://www.tsa.gov/contact/index.shtm<BR>-----------------------------------------------------------------------------------------------------------<BR>Remote Client IP: (b) (6) <BR>Date Time: 11/16/2010 9:57:33 AM<BR>-----------------------------------------------------------------------------------------------------------<BR><BR> <TABLE style="WIDTH: 750px" border=2 cellSpacing=1 cellPadding=3> <TBODY> <TR> <TD style="TEXT-ALIGN: right; WIDTH: 200px; VERTICAL-ALIGN: top; FONT-WEIGHT: bold">Name:</TD> <TD>(b) (6) </TD></TR> <TR> <TD style="TEXT-ALIGN: right; WIDTH: 200px; VERTICAL-ALIGN: top; FONT-WEIGHT: bold">Email:</TD> <TD>(b) (6) </TD></TR> <TR> <TD style="TEXT-ALIGN: right; WIDTH: 200px; VERTICAL-ALIGN: top; FONT-WEIGHT: bold">Complaints:</TD> <TD>Inconsistent Screening (Different Practices between Airports)</TD></TR> <TR> <TD style="TEXT-ALIGN: right; WIDTH: 200px; VERTICAL-ALIGN: top; FONT-WEIGHT: bold">Flight Info (If applicable. Enter Flight#/Airline/Terminal/Airport/Gate/Etc):</TD> <TD>OKC Nov 11, 2010 445 pm<BR>LAS Nov 15,2010 5am</TD></TR> <TR> <TD style="TEXT-ALIGN: right; WIDTH: 200px; VERTICAL-ALIGN: top; FONT-WEIGHT: bold">Comments:</TD> <TD>In Oklahoma city, because of my knee replacement I was treated like a criminal, seperated from my personel belongings for 10 minutes, my family was abused because they retrieved my personal items while I was being patted down and given a lecture on 9/11 because my wasn't happy with my treatment. When I tried to complain, the officers involved had disappeared without giving me their names.<BR>In Las Vegas, the exact opposite happened. When informing the TSA officers of my knee replacement, I was moved to the body scanner, my items were moved to the same area I was in, never out of site, then given to my family while I was being scanned. It was not a bad experience, unlike my hometown of Oklahoma City, and I pity anyone subjected to the treatment of the Oklahoma City Officers.</TD></TR></TBODY></TABLE></div> <BR><BR>------ TCC Control Number: ------<BR><<#561668-703087#>></body></html> END RECORD
CONTACT RECORD
EID: 51927021 Contact Type: Contact Date: 2010-11-24 15:40:05 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2010-11-22 15:38:00 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: (b) (6) Fulfillment Sent: Mail Return Date: Contact Email: Subject: Caller Items (mouth piece and door on a printer) damaged in checked bag @ (OKC). NOI inside luggage. Body: Agent Notes: Provided caller with information on the claims process, and SF-95 faxed on (11/24/2010). Provided caller with information on the claims process, and SF-95 faxed on (11/24/2010). NOI-T8 Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) 11/24/2010 3:47:45 PM, Last Update Date: Opening Agent: Opened Date: 11/24/2010 3:40:05 PM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, Airline: Delta Air Lines -¬Delta Air Lines -¬, Subject Category: Claim Form Requests-Checked Bag - Claim Form Requests-Checked Bag Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 51940943 Contact Type: Contact Date: 2010-12-03 00:26:21 Medium: EMAIL Contact Status: CLOSED Incident Date: Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: (b) (6) Subject: ISSUE, TSA Contact Us: Complaints Body: THIS GENERATED EMAIL HAS BEEN SENT FROM http://www.tsa.gov/contact/index.shtm -----------------------------------------------------------------------------------------------------------Remote Client IP: (b) (6) Date Time: 11/22/2010 2:07:40 AM ------------------------------------------------------------------------------------------------------------
Name: (b) (6) Email: (b) (6) Complaints:Damaged or Missing items in Checked or Carry-on Baggage Flight Info (If applicable. Enter Flight#/Airline/Terminal/Airport/Gate/Etc):1035 AA Flight from OKC into Dallas, 1450 AA/Qantas Flight from Dallas into BWI. Flight number unknown, can access eventually. Travel day was 15 Nov 2010 Comments:Out of my US Air Force luggage was stolen a box of cigars that I had packed for my deployment into S.W. Asia. A 125$ box of Ambrosia Nectar cigars in a sealed reddish brown box was stolen. This item was most certainly packed, not left at home, and was not in my luggage when I arrived in S.W. Asia. While not the firs tiem I have had my goods pilfered this is certainly the most frustrating as those were intended a pastime while on extended military deployment. An additional box and two plastic bags of cigars were not removed from my luggage, which to me indicates a belief that a single box would not be noticed. Please advise to above email, no telephone available as I am deployed Agent Notes: Retrieve Items & Claims Response Retrieve Items & Claims Response, Included OKC TSA L&F contact number in response Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) 12/3/2010 12:26:21 AM,(b) (6) 12/3/2010 12:27:48 AM, Last Update Date: Opening Agent: Opened Date: 11/22/2010 7:02:35 PM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, BWI Baltimore, MD, USA - Baltimore-Washington International, Airline: American Airlines -¬American Airlines -¬, Qantas -¬, Subject Category: Claim Form Requests - Missing items from Checked Baggage - Claim Form Requests - Missing items from Checked Baggage Interaction Type: COMPLAINT
Response Email: From: Prior Vendor To: (b) (6) Subject: Re: TSA Contact Us: Complaints <<#570574-713731#>> Body: <html><head><style type="text/css">p {margin-bottom: 0; margin-top: 0;}</style></head><body bgcolor="#ffffff" style="background: #ffffff"> <font size="2"><div style="width:100%;word-wrap:break-word;font-family: Arial;color: #000000;"><P><FONT size=3>Thank you for your e-mail message regarding the retrieval of missing items. <BR clear=none> <BR clear=none>Each airport establishes procedures for handling lost and found items. The Transportation Security Administration (TSA) follows those procedures where they exist. In an airport where no policy exists, found articles are collected, stored, and disposed of under General Services Administration rules. TSA is unable to identify and return all items, but may be able to locate and return items on a case-by-case basis. We suggest you contact the airport (OKC) where your items were missing at 405-680-3233.<BR clear=none> <BR clear=none>We work very hard to achieve consistency in the security processes. As we inspect screening operations at airports and receive feedback from the traveling public, we address inconsistencies and ensure corrective actions are taken, when necessary. We will continue to do all that we can to inspect screening operations and provide written procedures and training to specify how the process is to be applied.<BR clear=none> <BR clear=none>To file a claim, fill out the attached Standard Form 95 (claim form) in accordance with the instructions, and return it to the address in box #1. Please be sure to follow the instructions carefully, and to fill out the claim form completely. While use of the form is not mandatory, it will help you ensure that you meet the legal requirements for filing a claim. If you decide to file a claim, it will be processed in accordance with the Federal Tort Claims Act.<BR clear=none> <BR clear=none>Once the Claims Management Office has received your claim form, you will be sent a letter of acknowledgement and a claim number. You should keep the claim number for future reference when inquiring about your claim. TSA will try to resolve your claim as quickly as possible, but it may need time to make a further investigation of the facts. If TSA denies your claim, or has not finally resolved it within 6 months after you have filed it, you may have a right to bring your claim to court. <BR clear=none> <BR clear=none>You can also access claim forms online at the TSAGÇÖs Claims Management OfficeGÇÖs website at <A href="http://www.tsa.gov/travelers/customer/claims/index.shtm" shape=rect>www.tsa.gov/travelers/customer/claims/index.shtm</A>. This website also has information related to filing a claim, checking the status of a claim, and other claim-related issues. You can also access this website by clicking on the Claims Management Office link in the GÇ£Resource CenterGÇ¥ on TSAGÇÖs homepage at <A href="http://www.tsa.gov/" shape=rect>www.tsa.gov</A>. If you have additional questions related to the claims process, please contact the Claims Management Office at <A href="mailto:[email protected]" shape=rect>[email protected]</A>. <BR clear=none></FONT></P> <P><FONT size=3> </FONT></P> <P><FONT size=3><BR clear=none>TSA Contact Center</FONT> </P> <P> </P> <P><BR clear=none> </P></div> </font><br /> <br><br><div>--- Original Message ---<BR>From: <(b) (6) ><BR>Received: 11/22/10 7:02:34 PM EST<BR>To: "TSA Contact Center" <[email protected]><BR>Subject: TSA Contact Us: Complaints<BR><BR>THIS GENERATED EMAIL HAS BEEN SENT FROM http://www.tsa.gov/contact/index.shtm<BR>-----------------------------------------------------------------------------------------------------------<BR>Remote Client IP: (b) (6) <BR>Date Time: 11/22/2010 2:07:40 AM<BR>-----------------------------------------------------------------------------------------------------------<BR><BR> <TABLE style="WIDTH: 750px" border=2 cellSpacing=1 cellPadding=3> <TBODY> <TR> <TD style="TEXT-ALIGN: right; WIDTH: 200px; VERTICAL-ALIGN: top; FONT-WEIGHT: bold">Name:</TD> <TD>(b) (6) </TD></TR> <TR> <TD style="TEXT-ALIGN: right; WIDTH: 200px; VERTICAL-ALIGN: top; FONT-WEIGHT: bold">Email:</TD> <TD>(b) (6) </TD></TR> <TR> <TD style="TEXT-ALIGN: right; WIDTH: 200px; VERTICAL-ALIGN: top; FONT-WEIGHT: bold">Complaints:</TD> <TD>Damaged or Missing items in Checked or Carry-on Baggage</TD></TR> <TR> <TD style="TEXT-ALIGN: right; WIDTH: 200px; VERTICAL-ALIGN: top; FONT-WEIGHT: bold">Flight Info (If applicable. Enter Flight#/Airline/Terminal/Airport/Gate/Etc):</TD> <TD>1035 AA Flight from OKC into Dallas, 1450 AA/Qantas Flight from Dallas into BWI. Flight number unknown, can access eventually.<BR><BR>Travel day was 15 Nov 2010</TD></TR> <TR> <TD style="TEXT-ALIGN: right; WIDTH: 200px; VERTICAL-ALIGN: top; FONT-WEIGHT: bold">Comments:</TD> <TD>Out of my US Air Force luggage was stolen a box of cigars that I had packed for my deployment into S.W. Asia. A 125$ box of Ambrosia Nectar cigars in a sealed reddish brown box was stolen. This item was most certainly packed, not left at home, and was not in my luggage when I arrived in S.W. Asia. While not the firs tiem I have had my goods pilfered this is certainly the most frustrating as those were intended a pastime while on extended military deployment. An additional box and two plastic bags of cigars were not removed from my luggage, which to me indicates a belief that a single box would not be noticed. Please advise to above email, no telephone available
as I am deployed.</TD></TR></TBODY></TABLE></div> <BR><BR>------ TCC Control Number: ------<BR><<#570574-713731#>></body></html> END RECORD
CONTACT RECORD
EID: 51941397 Contact Type: Contact Date: 2010-12-03 10:58:58 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2010-11-30 14:30:00 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Caller stated that a cellphone is missing from her checked luggage. Body: Agent Notes: Provided Lost and Found information for OKC. Walked caller through the website to download the claims form. Provided Lost and Found information for OKC. Walked caller through the website to download the claims form. NOI yes. Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) 12/3/2010 11:04:29 AM, Last Update Date: Opening Agent: Opened Date: 12/3/2010 10:58:58 AM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, SJC San Jose, CA, USA - San Jose International Airport, DEN Denver, CO, USA - Denver International, Airline: Southwest AirlinesSouthwest Airlines, Subject Category: Claim Form Requests - Missing items from Checked Baggage - Claim Form Requests - Missing items from Checked Baggage Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 51942029 Contact Type: Contact Date: 2010-12-03 14:48:53 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2010-12-01 16:30:00 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Caller wants to report that their TSA accepted lock is missing after traveling through (OKC), Body: Agent Notes: Provided the caller with claim information. Provided the caller with claim information.SF-95 form mailed on (Date), NOI-yes Flight# 1486 Terminal Gate# 14 Baggage Tag# Caller stated it was remmove. Caller was walked through the TSA website. Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) 12/3/2010 2:58:39 PM, Last Update Date: Opening Agent: Opened Date: 12/3/2010 2:48:53 PM Linked Event IDs: Responses: Response Airport: OKC OKC Oklahoma City, OK, USA - Will Rogers World Airport, PHX Phoenix, AZ, USA - Sky Harbor International Airport, SEA Seattle, WA, USA - Seattle Tacoma Intl Airport, Airline: Southwest AirlinesSouthwest Airlines, Subject Category: TSA Accepted Locks - Missing or Damaged - TSA Accepted Locks - Missing or Damaged Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 51955550 Contact Type: Contact Date: 2010-12-10 17:04:25 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2010-12-10 05:30:00 Contact Prefix: (b) (6) Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: (b) (6) Fulfillment Sent: Mail Return Date: Contact Email: Subject: Items (luggage) damaged @ (OKC) Body: Agent Notes: Provided caller with information on the claims process and faxed claim form (12/10/2010). Provided caller with information on the claims process and faxed claim form (12/10/2010). Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) 12/10/2010 5:04:25 PM,(b) (6) 12/10/2010 5:35:33 PM, Last Update Date: Opening Agent: Opened Date: 12/10/2010 5:04:25 PM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, Airline: Southwest AirlinesSouthwest Airlines, Subject Category: Claim Form Requests-Checked Bag - Claim Form Requests-Checked Bag Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 51967745 Contact Type: Contact Date: 2010-12-17 10:56:01 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2010-12-17 10:57:00 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: (b) (6) Contact Address 2: Contact City: (b) (6) Contact State: (b) (6) Contact Zip: (b) (6) Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Caller stated that Xmas gifts were broken in checked bags at OKC Body: Agent Notes: Provided caller with information on the claims process, and SF-95 mailed on (12/21/2010) Provided caller with information on the claims process, and SF-95 mailed on (12/21/2010) Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) 12/17/2010 10:58:53 AM, Last Update Date: Opening Agent: Opened Date: 12/17/2010 10:56:01 AM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, COS Colorado Springs, CO, USA - Colorado Springs Municipal, Airline: Subject Category: Claim Form Requests-Checked Bag - Claim Form Requests-Checked Bag Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 51971131 Contact Type: Contact Date: 2010-12-21 10:38:45 Medium: EMAIL Contact Status: CLOSED Incident Date: Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: (b) (6) Subject: ISSUE, TSA Contact Us: Complaints Body: THIS GENERATED EMAIL HAS BEEN SENT FROM http://www.tsa.gov/contact/index.shtm -----------------------------------------------------------------------------------------------------------Remote Client IP: (b) (6) Date Time: 12/1/2010 1:19:33 PM ------------------------------------------------------------------------------------------------------------
Name: (b) (6) Email: (b) (6) Complaints:Damaged or Missing items in Checked or Carry-on Baggage Flight Info (If applicable. Enter Flight#/Airline/Terminal/Airport/Gate/Etc):OKC Flight 1117, Frontier Airlines, Gate 2, November 28th, 5:51 AM Comments:Checked Bag Contained Flyer advising of TSA additional screening, when unpacked jewelry and various items were missing and make up and other items maliciously broken. Please advise on how to make this known as other passengers are likely affected. Please advise on claims process Agent Notes: Retrieve Items & Claims Response Retrieve Items & Claims Response, Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) 12/21/2010 10:38:45 AM,(b) (6) 12/21/2010 10:41:04 AM, Last Update Date: Opening Agent: Opened Date: 12/1/2010 6:44:40 PM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, Airline: Frontier Airlines (present)Frontier Airlines (present), Subject Category: Lost and Found- TSA - Lost and Found- TSA Interaction Type: COMPLAINT Response Email: From: Prior Vendor To: (b) (6) Subject: Re: TSA Contact Us: Complaints <<#581058-726607#>> Body: <html><head><style type="text/css">p {margin-bottom: 0; margin-top: 0;}</style></head><body bgcolor="#ffffff" style="background: #ffffff">
<font size="2"><div style="width:100%;word-wrap:break-word;font-family: Arial;color: #000000;"><P>Thank you for your email message regarding the retrieval of lost items. <BR clear=none> <BR clear=none>Each airport establishes procedures for handling lost and found items. The Transportation Security Administration (TSA) follows those procedures where they exist. The airports in those instances are responsible for holding and disposing items under applicable local laws. Items, such as locks, tags, straps, and other external luggage pieces, are often lost or damaged as the baggage goes through the baggage handling equipment and may or may not have been found by airline/airport personnel. </P> <P>In an airport where no policy exists, found articles are collected, stored, and disposed of under General Services Administration rules. TSA is unable to identify and return all items, but may be able to locate and return items on a case-by-case basis. We suggest you contact the airport where your items were confiscated or lost. </P> <P><STRONG>OKC TSA Lost & Found/405-680-3233<BR clear=none></STRONG> <BR clear=none>We work very hard to achieve consistency in the security processes. As we inspect screening operations at airports and receive feedback from the traveling public, we address inconsistencies and ensure corrective actions are taken, when necessary. We will continue to do all that we can to inspect screening operations and provide written procedures and training to specify how the process is to be applied.<BR clear=none> <BR clear=none>To file a claim, fill out the attached Standard Form 95 (claim form) in accordance with the instructions, and return it to the address in box #1. Please be sure to follow the instructions carefully, and to fill out the claim form completely. While use of the form is not mandatory, it will help you ensure that you meet the legal requirements for filing a claim. If you decide to file a claim, it will be processed in accordance with the Federal Tort Claims Act.<BR clear=none> <BR clear=none>Once the Claims Management Office has received your claim form, you will be sent a letter of acknowledgement and a claim number. You should keep the claim number for future reference when inquiring about your claim. TSA will try to resolve your claim as quickly as possible, but it may need time to make a further investigation of the facts. If TSA denies your claim, or has not finally resolved it within 6 months after you have filed it, you may have a right to bring your claim to court. <BR clear=none> <BR clear=none>You can also access claim forms online at the TSAGÇÖs Claims Management OfficeGÇÖs website at <A href="http://www.tsa.gov/travelers/customer/claims/index.shtm" shape=rect>www.tsa.gov/travelers/customer/claims/index.shtm</A>. This website also has information related to filing a claim, checking the status of a claim, and other claim-related issues. You can also access this website by clicking on the Claims Management Office link in the GÇ£Resource CenterGÇ¥ on TSAGÇÖs homepage at <A href="http://www.tsa.gov/" shape=rect>www.tsa.gov</A>. If you have additional questions related to the claims process, please contact the Claims Management Office at <A href="mailto:[email protected]" shape=rect>[email protected]</A>. <BR clear=none> <BR clear=none>TSA Contact Center<BR clear=none></P></div> </font><br /> <br><br><div>--- Original Message ---<BR>From: <(b) (6) ><BR>Received: 12/1/10 6:44:40 PM EST<BR>To: "TSA Contact Center" <[email protected]><BR>Subject: TSA Contact Us: Complaints<BR><BR>THIS GENERATED EMAIL HAS BEEN SENT FROM http://www.tsa.gov/contact/index.shtm<BR>-----------------------------------------------------------------------------------------------------------<BR>Remote Client IP: (b) (6) <BR>Date Time: 12/1/2010 1:19:33 PM<BR>-----------------------------------------------------------------------------------------------------------<BR><BR> <TABLE style="WIDTH: 750px" border=2 cellSpacing=1 cellPadding=3> <TBODY> <TR> <TD style="TEXT-ALIGN: right; WIDTH: 200px; VERTICAL-ALIGN: top; FONT-WEIGHT: bold">Name:</TD> <TD>(b) (6) </TD></TR> <TR> <TD style="TEXT-ALIGN: right; WIDTH: 200px; VERTICAL-ALIGN: top; FONT-WEIGHT: bold">Email:</TD> <TD(b) (6) </TD></TR> <TR> <TD style="TEXT-ALIGN: right; WIDTH: 200px; VERTICAL-ALIGN: top; FONT-WEIGHT: bold">Complaints:</TD> <TD>Damaged or Missing items in Checked or Carry-on Baggage</TD></TR> <TR> <TD style="TEXT-ALIGN: right; WIDTH: 200px; VERTICAL-ALIGN: top; FONT-WEIGHT: bold">Flight Info (If applicable. Enter Flight#/Airline/Terminal/Airport/Gate/Etc):</TD> <TD>OKC Flight 1117, Frontier Airlines, Gate 2, November 28th, 5:51 AM</TD></TR> <TR> <TD style="TEXT-ALIGN: right; WIDTH: 200px; VERTICAL-ALIGN: top; FONT-WEIGHT: bold">Comments:</TD> <TD>Checked Bag Contained Flyer advising of TSA additional screening, when unpacked jewelry and various items were missing and make up and other items maliciously broken.<BR>Please advise on how to make this known as other passengers are likely affected. Please advise on claims process.</TD></TR></TBODY></TABLE></div> <BR><BR>------ TCC Control Number: ------<BR><<#581058-726607#>></body></html> END RECORD
CONTACT RECORD
EID: 51971867 Contact Type: Contact Date: 2010-12-21 13:53:06 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2010-12-20 10:27:00 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Caller wants to report that an item was missing from her son's checked luggage. Body: Agent Notes: Advised caller we would note issue, and an FYI will be sent to the CSM at that airport who oversees the screening operation. Offered a claim form. Advised caller we would note issue, and an FYI will be sent to the CSM at that airport who oversees the screening operation. Offered a claim form. NOI found in luggage. Follow Up: (b) (6) stated that her son's luggage was inspected in OKC. When he reached his destination and opened his bag, a sentimental souvenir was missing from the bag. (b) (6) and her son her very upset about the carelessness of the screeners inspecting the bags. She would like for the CSM of TSA at OKC contact her to notify her that the situation is being handled. To TSOC Date: From TSOC Date: Last Updated By: (b) (6) 12/21/2010 2:09:45 PM,(b) (6) 12/21/2010 2:09:52 PM, Last Update Date: Opening Agent: Opened Date: 12/21/2010 1:53:06 PM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, Airline: Delta Air Lines -¬Delta Air Lines -¬, Subject Category: Mishandling of Passengers Property - Disarrayed Carry-on/Checked Baggage - Mishandling of Passengers Property Disarrayed Carry-on/Checked Baggage Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 51973124 Contact Type: Contact Date: 2010-12-22 10:51:13 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2010-12-16 13:30:00 Contact Prefix: (b) (6) Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: (b) (6) Subject: Items (2 Banana Republic perfume bottle) damaged in checked bag @ (OKC). Body: Agent Notes: Provided caller with information on the claims process, and SF-95 e-mailed on (12/22/2010). Provided caller with information on the claims process, and SF-95 e-mailed on (12/22/2010). Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) 12/22/2010 10:59:04 AM, Last Update Date: Opening Agent: Opened Date: 12/22/2010 10:51:13 AM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, ORD Chicago, IL, USA - O'hare International Airport, IAD Washington, DC, USA - Washington-Dulles International, Airline: American Airlines -¬American Airlines -¬, Subject Category: Claim Form Requests-Checked Bag - Claim Form Requests-Checked Bag Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 51973283 Contact Type: Contact Date: 2010-12-22 11:57:37 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2010-12-19 08:37:00 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Items (wrapped gifts) missing from checked bag @ OKC. NOI inside luggage. Body: Agent Notes: Provided Lost and Found information to caller and provided claim information. Provided Lost and Found information to caller and provided claim information. Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) 12/22/2010 12:12:16 PM, Last Update Date: Opening Agent: Opened Date: 12/22/2010 11:57:37 AM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, PHX Phoenix, AZ, USA - Sky Harbor International Airport, Airline: Southwest AirlinesSouthwest Airlines, Subject Category: Claim Form Requests - Missing items from Checked Baggage - Claim Form Requests - Missing items from Checked Baggage Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 51981179 Contact Type: Contact Date: 2010-12-29 08:42:16 Medium: EMAIL Contact Status: CLOSED Incident Date: Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: (b) (6) Subject: ISSUE, TSA Contact Us: Complaints Body: THIS GENERATED EMAIL HAS BEEN SENT FROM http://www.tsa.gov/contact/index.shtm -----------------------------------------------------------------------------------------------------------Remote Client IP: (b) (6) Date Time: 12/10/2010 3:28:12 PM ------------------------------------------------------------------------------------------------------------
Name: (b) (6) Email: (b) (6) Complaints:Damaged or Missing items in Checked or Carry-on Baggage Flight Info (If applicable. Enter Flight#/Airline/Terminal/Airport/Gate/Etc):Southwest OKC to DEN #2459 DEN to BOI #317 Comments:I had a can with $15.00+ in quarters in my checked bag for toll roads in OK. When I got home I had over $10.00 in quarters missing. this is not the first time I have had things stolen from my checked baggage. pretty pathetic. Though a very nominal amount of money, it is a sad state that a TSA employee would risk their job for $10. I know that they went thru my bag as there was the TSA flyer in my suitcase Agent Notes: General Complaint w/Claim Response General Complaint w/Claim Response, Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) 12/29/2010 8:42:16 AM,(b) (6) 12/29/2010 8:43:06 AM, Last Update Date: Opening Agent: Opened Date: 12/10/2010 5:40:30 PM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, DEN Denver, CO, USA - Denver International, BOI Boise, ID, USA - Boise Municipal Arpt (Gowen Field), Airline: Southwest AirlinesSouthwest Airlines, Subject Category: Claim Form Requests - Missing items from Checked Baggage - Claim Form Requests - Missing items from Checked Baggage Interaction Type: COMPLAINT Response Email: From: Prior Vendor To: (b) (6)
Subject: Re: TSA Contact Us: Complaints <<#585892-733931#>> Body: <html><head><style type="text/css">p {margin-bottom: 0; margin-top: 0;}</style></head><body bgcolor="#ffffff" style="background: #ffffff"> <font size="2"><div style="width:100%;word-wrap:break-word;font-family: Arial;color: #000000;"><P>Thank you for your e-mail concerning your travel experience. <BR clear=none> <BR clear=none>Enhanced security measures require that all checked baggage undergo some form of screening for prohibited items. Physical search of the luggage is required to clear every alarm. Transportation Security Administration (TSA) screeners should exercise great care during the screening process to ensure that passengers' belongings are returned and not damaged when a bag needs to be opened. We regret if these high standards were not met.<BR clear=none> <BR clear=none>We monitor the number and nature of complaints we receive to track trends and spot areas of concern that may require special attention. This ongoing process will enable us to ensure prompt, corrective action whenever we determine that security screening policies need modification or specific employees or screener teams are the subject of repeated complaints.<BR clear=none> <BR clear=none>TSA is responsible for reviewing all claims relating to the screening of passengers and their baggage. To protect your rights under federal law and to file a valid claim, you must send your claim in writing to TSA, stating the circumstances of the loss and the exact amount you are claiming (fair market value of lost or destroyed property, reasonable cost of repair for damaged property), within 2 years after your claim accrued. The claim must be signed by you or your authorized representative (e.g., an attorney or other personal representative with appropriate proof of authority). <BR clear=none> <BR clear=none>To file a claim, fill out the attached Standard Form 95 (claim form) in accordance with the instructions, and return it to the address in box #1. Please be sure to follow the instructions carefully, and to fill out the claim form completely. While use of the form is not mandatory, it will help you ensure that you meet the legal requirements for filing a claim. If you decide to file a claim, it will be processed in accordance with the Federal Tort Claims Act.<BR clear=none> <BR clear=none>Once the Claims Management Office has received your claim form, you will be sent a letter of acknowledgement and a claim number. You should keep the claim number for future reference when inquiring about your claim. TSA will try to resolve your claim as quickly as possible, but it may need time to make a further investigation of the facts. If TSA denies your claim, or has not finally resolved it within 6 months after you have filed it, you may have a right to bring your claim to court. <BR clear=none> <BR clear=none>You can also access claim forms online at the TSAGÇÖs Claims Management OfficeGÇÖs website at <A href="http://www.tsa.gov/travelers/customer/claims/index.shtm" shape=rect>www.tsa.gov/travelers/customer/claims/index.shtm</A>. This website also has information related to filing a claim, checking the status of a claim, and other claim-related issues. You can also access this website by clicking on the Claims Management Office link in the GÇ£Resource CenterGÇ¥ on TSAGÇÖs homepage at <A href="http://www.tsa.gov/" shape=rect>www.tsa.gov</A>. If you have additional questions related to the claims process, please contact the Claims Management Office at <A href="mailto:[email protected]" shape=rect>[email protected]</A>. </P> <P> </P> <P>TSA Contact Center<BR clear=none></P></div> </font><br /> <br><br><div>--- Original Message ---<BR>From: <(b) (6) ><BR>Received: 12/10/10 5:40:30 PM EST<BR>To: "TSA Contact Center" <[email protected]><BR>Subject: TSA Contact Us: Complaints<BR><BR>THIS GENERATED EMAIL HAS BEEN SENT FROM http://www.tsa.gov/contact/index.shtm<BR>-----------------------------------------------------------------------------------------------------------<BR>Remote Client IP: (b) (6) <BR>Date Time: 12/10/2010 3:28:12 PM<BR>-----------------------------------------------------------------------------------------------------------<BR><BR> <TABLE style="WIDTH: 750px" border=2 cellSpacing=1 cellPadding=3> <TBODY> <TR> <TD style="TEXT-ALIGN: right; WIDTH: 200px; VERTICAL-ALIGN: top; FONT-WEIGHT: bold">Name:</TD> <TD>(b) (6) </TD></TR> <TR> <TD style="TEXT-ALIGN: right; WIDTH: 200px; VERTICAL-ALIGN: top; FONT-WEIGHT: bold">Email:</TD> <TD(b) (6) </TD></TR> <TR> <TD style="TEXT-ALIGN: right; WIDTH: 200px; VERTICAL-ALIGN: top; FONT-WEIGHT: bold">Complaints:</TD> <TD>Damaged or Missing items in Checked or Carry-on Baggage</TD></TR> <TR> <TD style="TEXT-ALIGN: right; WIDTH: 200px; VERTICAL-ALIGN: top; FONT-WEIGHT: bold">Flight Info (If applicable. Enter Flight#/Airline/Terminal/Airport/Gate/Etc):</TD> <TD>Southwest <BR><BR>OKC to DEN #2459<BR><BR>DEN to BOI #317</TD></TR> <TR> <TD style="TEXT-ALIGN: right; WIDTH: 200px; VERTICAL-ALIGN: top; FONT-WEIGHT: bold">Comments:</TD> <TD>I had a can with $15.00+ in quarters in my checked bag for toll roads in OK. When I got home I had over $10.00 in quarters missing. this is not the first time I have had things stolen from my checked baggage. pretty pathetic. Though a very nominal amount of money, it is a sad state that a TSA employee would risk their job for $10. I know that they went thru my bag as there was the TSA flyer in my suitcase.</TD></TR></TBODY></TABLE></div> <BR><BR>------ TCC Control Number: ------<BR><<#585892-733931#>></body></html> END RECORD
CONTACT RECORD
EID: 51981279 Contact Type: Contact Date: 2010-12-29 09:51:27 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2010-12-27 11:40:00 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: (b) (6) Fulfillment Sent: Mail Return Date: Contact Email: Subject: Caller stated that her zipper was damage on her bag in checked luggage. Body: Agent Notes: Provided caller with information on the claims process. Faxed claims form to caller on 12/29/2010. Provided caller with information on the claims process. Faxed claims form to caller on 12/29/2010. NOI yes. Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) 12/29/2010 9:54:25 AM, Last Update Date: Opening Agent: Opened Date: 12/29/2010 9:51:27 AM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, Airline: United Airlines -¬United Airlines -¬, Subject Category: Claim Form Requests-Checked Bag - Claim Form Requests-Checked Bag Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 51982068 Contact Type: Contact Date: 2010-12-29 15:16:30 Medium: EMAIL Contact Status: CLOSED Incident Date: Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: (b) (6) Subject: ISSUE, TSA Contact Us: Complaints Body: THIS GENERATED EMAIL HAS BEEN SENT FROM http://www.tsa.gov/contact/index.shtm -----------------------------------------------------------------------------------------------------------Remote Client IP: (b) (6) Date Time: 12/10/2010 7:13:32 PM ------------------------------------------------------------------------------------------------------------
Name: (b) (6) Email: (b) (6) Complaints:Disarrayed Items in Checked or Carry-on Baggage Flight Info (If applicable. Enter Flight#/Airline/Terminal/Airport/Gate/Etc):Flight 2645/ Continental/OKlahoma City/Gate 10-OKC to Houston Flight 326/Continental/Terminal E/Houston/Gate 10-Houston to BWI Comments:The lock was cut off my duffle bag. I had a zip up ring binder with military records. The binder had been opened up and all of the plastic inserts were removed form the rings. Some of the paperwork appears to have been removed from the plastic inserts. I am mostly conserned about my security clearance paperwork. It contains very personal info. including dates of birth, social security numbers, and addresses of not only myself but family members to. My medical records also appeared to be removed. I am not sure at this point what can be done, but I would like this incident to be put into some sort of record Agent Notes: Consumer Complaint BCC/CSM Response Consumer Complaint BCC/CSM Response, BCC OKC SHM/CSQIM (b) (6) at (b) (6) . Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) 12/29/2010 3:16:29 PM,(b) (6) 12/29/2010 3:18:14 PM, Last Update Date: Opening Agent: Opened Date: 12/11/2010 7:13:42 PM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, BWI Baltimore, MD, USA - Baltimore-Washington International, Airline: Continental Airlines (present) -¬Continental Airlines (present) -¬, Subject Category: Claim Form Requests - Missing items from Checked Baggage - Claim Form Requests - Missing items from Checked Baggage Interaction Type: COMPLAINT Response Email: From: Prior Vendor To: (b) (6) Subject: Re: TSA Contact Us: Complaints <<#586007-734072#>>
Body: <html><head><style type="text/css">p {margin-bottom: 0; margin-top: 0;}</style></head><body bgcolor="#ffffff" style="background: #ffffff"> <font size="2"><div style="width:100%;word-wrap:break-word;font-family: Arial;color: #000000;"><P><FONT size=3 face=" Helvetica, sans-serif,Arial">Thank you for your email message. </FONT> </P> <P><FONT size=3> </FONT> </P> <P><FONT size=3 face=" Helvetica, sans-serif,Arial">Because your complaint is regarding screening at OKC , we have forwarded a copy of your email to the Customer Service Manager at that airport. The Customer Service Manager is responsible for ensuring that the screener workforce adheres to TSA principles for professional processing.</FONT> </P> <P><FONT size=3> </FONT> </P> <P><FONT size=3 face=" Helvetica, sans-serif,Arial">We monitor the number and nature of complaints we receive to track trends and spot areas of concern that may require special attention. This ongoing process will enable us to ensure prompt, corrective action whenever we determine that security-screening policies need modification or specific employees or screener teams are the subjects of repeated complaints.</FONT> </P> <P><FONT size=3> </FONT> </P> <P><FONT size=3 face=" Helvetica, sans-serif,Arial">Again, TSA offers our sincere apologies and encourage you to check the latest information at </FONT><FONT size=3 face=" Helvetica, sans-serif,Arial"><A href="http://www.tsa.gov/" shape=rect>www.tsa.gov</A></FONT><FONT size=3 face=" Helvetica, sans-serif,Arial">.</FONT> </P> <P><FONT size=3> </FONT> </P> <P><FONT size=3 face=" Helvetica, sans-serif,Arial">TSA Contact Center</FONT><FONT size=3 face=" Helvetica, sans-serif,Arial"><BR clear=none></FONT></P></div> </font><br /> <br><br><div>--- Original Message ---<BR>From: <(b) (6) ><BR>Received: 12/11/10 7:13:42 PM EST<BR>To: "TSA Contact Center" <[email protected]><BR>Subject: TSA Contact Us: Complaints<BR><BR>THIS GENERATED EMAIL HAS BEEN SENT FROM http://www.tsa.gov/contact/index.shtm<BR>-----------------------------------------------------------------------------------------------------------<BR>Remote Client IP: (b) (6) <BR>Date Time: 12/10/2010 7:13:32 PM<BR>-----------------------------------------------------------------------------------------------------------<BR><BR> <TABLE style="WIDTH: 750px" border=2 cellSpacing=1 cellPadding=3> <TBODY> <TR> <TD style="TEXT-ALIGN: right; WIDTH: 200px; VERTICAL-ALIGN: top; FONT-WEIGHT: bold">Name:</TD> <TD>(b) (6) </TD></TR> <TR> <TD style="TEXT-ALIGN: right; WIDTH: 200px; VERTICAL-ALIGN: top; FONT-WEIGHT: bold">Email:</TD> <TD>(b) (6) </TD></TR> <TR> <TD style="TEXT-ALIGN: right; WIDTH: 200px; VERTICAL-ALIGN: top; FONT-WEIGHT: bold">Complaints:</TD> <TD>Disarrayed Items in Checked or Carry-on Baggage</TD></TR> <TR> <TD style="TEXT-ALIGN: right; WIDTH: 200px; VERTICAL-ALIGN: top; FONT-WEIGHT: bold">Flight Info (If applicable. Enter Flight#/Airline/Terminal/Airport/Gate/Etc):</TD> <TD>Flight 2645/ Continental/OKlahoma City/Gate 10-OKC to Houston<BR>Flight 326/Continental/Terminal E/Houston/Gate 10-Houston to BWI</TD></TR> <TR> <TD style="TEXT-ALIGN: right; WIDTH: 200px; VERTICAL-ALIGN: top; FONT-WEIGHT: bold">Comments:</TD> <TD>The lock was cut off my duffle bag. I had a zip up ring binder with military records. The binder had been opened up and all of the plastic inserts were removed form the rings. Some of the paperwork appears to have been removed from the plastic inserts. I am mostly conserned about my security clearance paperwork. It contains very personal info. including dates of birth, social security numbers, and addresses of not only myself but family members to. My medical records also appeared to be removed. I am not sure at this point what can be done, but I would like this incident to be put into some sort of record.</TD></TR></TBODY></TABLE></div> <BR><BR>------ TCC Control Number: ------<BR><<#586007-734072#>></body></html> END RECORD
CONTACT RECORD
EID: 51983331 Contact Type: Contact Date: 2010-12-30 14:02:56 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2010-12-21 08:04:00 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: (b) (6) Fulfillment Sent: Mail Return Date: Contact Email: Subject: Caller wants to report that their TSA accepted lock is missing after traveling through (OKC), Body: Agent Notes: SF-95 form faxed on (12/30/2010) SF-95 form faxed on (12/30/2010) NOI in checked bag Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) 12/30/2010 2:05:47 PM, Last Update Date: Opening Agent: Opened Date: 12/30/2010 2:02:56 PM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, Airline: Southwest AirlinesSouthwest Airlines, Subject Category: TSA Accepted Locks - Missing or Damaged - TSA Accepted Locks - Missing or Damaged Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 52000486 Contact Type: Contact Date: 2011-01-10 11:43:15 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2011-01-09 18:00:00 Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: (b) (6) phoned into the TCC reporting items were damage upon screening do to items not being package back correctly.Caller wanted to report that items were not re-packed properly in carryon or checked luggage after screening at (OKC). , Body: Agent Notes: Advised caller we would note issue, and an FYI will be sent to the CSM at that airport who oversees the screening operation. Offered a claim form. Advised caller we would note issue, and an FYI will be sent to the CSM at that airport who oversees the screening operation. Offered a claim form. Follow Up: (b) (6) phoned into the TCC reporting he's a frequent traveler, each time he travels his luggage is always inspected and he would like to know why. He traveled from OKC into ORD with a final location in BOI. NOI placed inside the luggage, as a result items were damaged. Please contact (b) (6) an advised of inspection policy. To TSOC Date: From TSOC Date: Last Updated By: (b) (6) 1/10/2011 11:56:21 AM,(b) (6) 1/10/2011 11:56:32 AM, Last Update Date: Opening Agent: Opened Date: 1/10/2011 11:43:15 AM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, ORD Chicago, IL, USA - O'hare International Airport, BOI Boise, ID, USA - Boise Municipal Arpt (Gowen Field), Airline: United Airlines -¬United Airlines -¬, Subject Category: Mishandling of Passengers Property - Disarrayed Carry-on/Checked Baggage - Mishandling of Passengers Property Disarrayed Carry-on/Checked Baggage Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 52002758 Contact Type: Contact Date: 2011-01-12 11:56:53 Medium: EMAIL Contact Status: CLOSED Incident Date: Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: (b) (6) Subject: ISSUE, TSA Contact Us: Complaints Body: THIS GENERATED EMAIL HAS BEEN SENT FROM http://www.tsa.gov/contact/index.shtm -----------------------------------------------------------------------------------------------------------Remote Client IP: (b) (6) Date Time: 1/5/2011 3:15:34 PM ------------------------------------------------------------------------------------------------------------
Name: (b) (6) Email: (b) (6) Complaints:Discourteous/Rude Employee Flight Info (If applicable. Enter Flight#/Airline/Terminal/Airport/Gate/Etc):Will Rogers Airport OKC, December 19th 12:35pm Flight to Denver Gate 14(I think) Comments:To whom it may concern, My problem was with the security at the airport. First of all, i was traveling for the first time with my 6 week old baby boy. I had him in car seat/ stroller traveling system. I thought the security people were going to be helpful but i was wrong. I had to take my baby out of the car seat, and carry him through the scanners with me. i had no problem with this, but i had no help as well. with him in my arm, i was expected to lift the car seat and put it on the conveyor belt as well as put the stroller down and lift it up on there too? the TSA security woman standing at the scanner just stood there and looked at me. she did not even offer to help. the man standing in line behind me offered to help because the security guards did nothing. I usually have no complaints but i was so upset with the lack of customer service that i had to say something. Hope i get better service next time! Thanks for your time. Sincerely,
(b) (6)
Agent Notes: Consumer Complaint BCC/CSM Response Consumer Complaint BCC/CSM Response, BCC OKC SHM/CSQIM (b) (6) at (b) (6) Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) 1/12/2011 11:56:53 AM,(b) (6) 1/12/2011 11:58:54 AM, Last Update Date: Opening Agent: Opened Date: 1/6/2011 12:38:36 PM Linked Event IDs:
Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, DEN Denver, CO, USA - Denver International, Airline: Subject Category: Discourteous- Rude Employee - Discourteous- Rude Employee Interaction Type: COMPLAINT Response Email: From: Prior Vendor To: (b) (6) Subject: Re: TSA Contact Us: Complaints <<#596357-750318#>> Body: <html><head><style type="text/css">p {margin-bottom: 0; margin-top: 0;}</style></head><body bgcolor="#ffffff" style="background: #ffffff"> <font size="2"><div style="width:100%;word-wrap:break-word;font-family: Arial;color: #000000;"><P><FONT face=" Helvetica, sansserif,Arial">Thank you for your email message. We are sorry you were unhappy with your recent travel experience.</FONT> </P> <P> </P> <P><FONT face=" Helvetica, sans-serif,Arial">Because your complaint is regarding screening at OKC, we have forwarded a copy of your email to the Customer Service Manager at that airport for review. The Customer Service Manager is responsible for ensuring that the screener workforce adheres to TSA principles for professional processing.</FONT> </P> <P> </P> <P><FONT face=" Helvetica, sans-serif,Arial">We monitor the number and nature of complaints we receive to track trends and spot areas of concern that may require special attention. This ongoing process will enable us to ensure prompt, corrective action whenever we determine that security-screening policies need modification or specific employees or screener teams are the subjects of repeated complaints.</FONT> </P> <P> </P> <P><FONT face=" Helvetica, sans-serif,Arial">Again, TSA offers our sincere apologies and encourage you to check the latest information at </FONT><A href="http://www.tsa.gov/" shape=rect><FONT face=" Helvetica, sansserif,Arial">www.tsa.gov</FONT></A><FONT face=" Helvetica, sans-serif,Arial">.</FONT> </P> <P> </P> <P><FONT face=" Helvetica, sans-serif,Arial">TSA Contact Center</FONT><FONT face=" Helvetica, sans-serif,Arial"><BR clear=none></FONT></P></div> </font><br /> <br><br><div>--- Original Message ---<BR>From: <(b) (6) ><BR>Received: 1/6/11 12:38:35 PM EST<BR>To: "TSA Contact Center" <[email protected]><BR>Subject: TSA Contact Us: Complaints<BR><BR>THIS GENERATED EMAIL HAS BEEN SENT FROM http://www.tsa.gov/contact/index.shtm<BR>-----------------------------------------------------------------------------------------------------------<BR>Remote Client IP: (b) (6) <BR>Date Time: 1/5/2011 3:15:34 PM<BR>-----------------------------------------------------------------------------------------------------------<BR><BR> <TABLE style="WIDTH: 750px" border=2 cellSpacing=1 cellPadding=3> <TBODY> <TR> <TD style="TEXT-ALIGN: right; WIDTH: 200px; VERTICAL-ALIGN: top; FONT-WEIGHT: bold">Name:</TD> <TD>(b) (6) TD></TR> <TR> <TD style="TEXT-ALIGN: right; WIDTH: 200px; VERTICAL-ALIGN: top; FONT-WEIGHT: bold">Email:</TD> <TD>(b) (6) </TD></TR> <TR> <TD style="TEXT-ALIGN: right; WIDTH: 200px; VERTICAL-ALIGN: top; FONT-WEIGHT: bold">Complaints:</TD> <TD>Discourteous/Rude Employee</TD></TR> <TR> <TD style="TEXT-ALIGN: right; WIDTH: 200px; VERTICAL-ALIGN: top; FONT-WEIGHT: bold">Flight Info (If applicable. Enter Flight#/Airline/Terminal/Airport/Gate/Etc):</TD> <TD>Will Rogers Airport OKC, December 19th 12:35pm<BR>Flight to Denver Gate 14(I think)</TD></TR> <TR> <TD style="TEXT-ALIGN: right; WIDTH: 200px; VERTICAL-ALIGN: top; FONT-WEIGHT: bold">Comments:</TD> <TD>To whom it may concern,<BR><BR>My problem was with the security at the airport. First of all, i was traveling for the first time with my 6 week old baby boy. I had him in car seat/ stroller traveling system. I thought the security people were going to be helpful but i was wrong. <BR><BR>I had to take my baby out of the car seat, and carry him through the scanners with me. i had no problem with this, but i had no help as well. with him in my arm, i was expected to lift the car seat and put it on the conveyor belt as well as put the stroller down and lift it up on there too? the TSA security woman standing at the scanner just stood there and looked at me. she did not even offer to help. the man standing in line behind me offered to help because the security guards did nothing. <BR><BR>I usually have no complaints but i was so upset with the lack of customer service that i had to say something. <BR><BR>Hope i get better service next time! Thanks for your time.<BR><BR>Sincerely,<BR>(b) (6) </TD></TR></TBODY></TABLE></div> <BR><BR>------ TCC Control Number: ------<BR><<#596357-750318#>></body></html>
END RECORD
CONTACT RECORD
EID: 52014355 Contact Type: Contact Date: 2011-01-22 16:16:01 Medium: EMAIL Contact Status: CLOSED Incident Date: Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: (b) (6) Subject: ISSUE, TSA Contact Us: Complaints Body: THIS GENERATED EMAIL HAS BEEN SENT FROM http://www.tsa.gov/contact/index.shtm -----------------------------------------------------------------------------------------------------------Remote Client IP: (b) (6) Date Time: 1/15/2011 1:32:51 AM ------------------------------------------------------------------------------------------------------------
Name: (b) (6) Email: (b) (6) Complaints:My Complaint is Not Listed Here Flight Info (If applicable. Enter Flight#/Airline/Terminal/Airport/Gate/Etc):Flight 1115, Southwest Airline, OKC to Phoenix Flight 2954, Southwest Airline, Phoenix to SNA October 18, 2010 Comments:I recently found out some of the electronics I have in my suitcases (check in) serial numbers does not match what I have registered with manufacturers. Is this some kind of switch and bait to get me into trouble with the law? Because all the receipts of the electronics I have may lead to a same product but different serials. Thank you. I do not think it will be a problem since most are not modern equipments available in store. But I have took rent and afraid the other tenants, homeowner may accuse me of stealing Agent Notes: Retrieve Items & Claims Response Retrieve Items & Claims Response, Included OKC TSA L&F contact number Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) 1/22/2011 4:16:01 PM,(b) (6) 1/22/2011 4:23:27 PM, Last Update Date: Opening Agent: Opened Date: 1/15/2011 6:48:51 PM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, PHX Phoenix, AZ, USA - Sky Harbor International Airport, SNA Santa Ana, CA, USA - John Wayne Airport, Airline: Southwest AirlinesSouthwest Airlines, Subject Category: Claim Form Requests - Missing items from Checked Baggage - Claim Form Requests - Missing items from Checked Baggage Interaction Type: COMPLAINT Response Email: From: Prior Vendor To: (b) (6)
Subject: Re: TSA Contact Us: Complaints <<#600308-755686#>> Body: <html><head><style type="text/css">p {margin-bottom: 0; margin-top: 0;}</style></head><body bgcolor="#ffffff" style="background: #ffffff"> <font size="2"><div style="width:100%;word-wrap:break-word;font-family: Arial;color: #000000;"><P><FONT size=3>Thank you for your e-mail message regarding the retrieval of missing items. <BR clear=none> <BR clear=none>Each airport establishes procedures for handling lost and found items. The Transportation Security Administration (TSA) follows those procedures where they exist. In an airport where no policy exists, found articles are collected, stored, and disposed of under General Services Administration rules. TSA is unable to identify and return all items, but may be able to locate and return items on a case-by-case basis. We suggest you contact the airport (OKC) where your items were missing at 405-680-3233.<BR clear=none> <BR clear=none>We work very hard to achieve consistency in the security processes. As we inspect screening operations at airports and receive feedback from the traveling public, we address inconsistencies and ensure corrective actions are taken, when necessary. We will continue to do all that we can to inspect screening operations and provide written procedures and training to specify how the process is to be applied.<BR clear=none> <BR clear=none>To file a claim, fill out the attached Standard Form 95 (claim form) in accordance with the instructions, and return it to the address in box #1. Please be sure to follow the instructions carefully, and to fill out the claim form completely. While use of the form is not mandatory, it will help you ensure that you meet the legal requirements for filing a claim. If you decide to file a claim, it will be processed in accordance with the Federal Tort Claims Act.<BR clear=none> <BR clear=none>Once the Claims Management Office has received your claim form, you will be sent a letter of acknowledgement and a claim number. You should keep the claim number for future reference when inquiring about your claim. TSA will try to resolve your claim as quickly as possible, but it may need time to make a further investigation of the facts. If TSA denies your claim, or has not finally resolved it within 6 months after you have filed it, you may have a right to bring your claim to court. <BR clear=none> <BR clear=none>You can also access claim forms online at the TSAGÇÖs Claims Management OfficeGÇÖs website at <A href="http://www.tsa.gov/travelers/customer/claims/index.shtm" shape=rect>www.tsa.gov/travelers/customer/claims/index.shtm</A>. This website also has information related to filing a claim, checking the status of a claim, and other claim-related issues. You can also access this website by clicking on the Claims Management Office link in the GÇ£Resource CenterGÇ¥ on TSAGÇÖs homepage at <A href="http://www.tsa.gov/" shape=rect>www.tsa.gov</A>. If you have additional questions related to the claims process, please contact the Claims Management Office at <A href="mailto:[email protected]" shape=rect>[email protected]</A>. <BR clear=none> <BR clear=none>TSA Contact Center</FONT><BR clear=none></P></div> </font><br /> <br><br><div>--- Original Message ---<BR>From: <(b) (6) .com><BR>Received: 1/15/11 6:48:51 PM EST<BR>To: "TSA Contact Center" <[email protected]><BR>Subject: TSA Contact Us: Complaints<BR><BR>THIS GENERATED EMAIL HAS BEEN SENT FROM http://www.tsa.gov/contact/index.shtm<BR>-----------------------------------------------------------------------------------------------------------<BR>Remote Client IP: (b) (6) <BR>Date Time: 1/15/2011 1:32:51 AM<BR>-----------------------------------------------------------------------------------------------------------<BR><BR> <TABLE style="WIDTH: 750px" border=2 cellSpacing=1 cellPadding=3> <TBODY> <TR> <TD style="TEXT-ALIGN: right; WIDTH: 200px; VERTICAL-ALIGN: top; FONT-WEIGHT: bold">Name:</TD> <TD>(b) (6) </TD></TR> <TR> <TD style="TEXT-ALIGN: right; WIDTH: 200px; VERTICAL-ALIGN: top; FONT-WEIGHT: bold">Email:</TD> <TD(b) (6) </TD></TR> <TR> <TD style="TEXT-ALIGN: right; WIDTH: 200px; VERTICAL-ALIGN: top; FONT-WEIGHT: bold">Complaints:</TD> <TD>My Complaint is Not Listed Here</TD></TR> <TR> <TD style="TEXT-ALIGN: right; WIDTH: 200px; VERTICAL-ALIGN: top; FONT-WEIGHT: bold">Flight Info (If applicable. Enter Flight#/Airline/Terminal/Airport/Gate/Etc):</TD> <TD>Flight 1115, Southwest Airline, OKC to Phoenix<BR>Flight 2954, Southwest Airline, Phoenix to SNA<BR><BR>October 18, 2010</TD></TR> <TR> <TD style="TEXT-ALIGN: right; WIDTH: 200px; VERTICAL-ALIGN: top; FONT-WEIGHT: bold">Comments:</TD> <TD>I recently found out some of the electronics I have in my suitcases (check in) serial numbers does not match what I have registered with manufacturers. Is this some kind of switch and bait to get me into trouble with the law? Because all the receipts of the electronics I have may lead to a same product but different serials. Thank you. I do not think it will be a problem since most are not modern equipments available in store. But I have took rent and afraid the other tenants, homeowner may accuse me of stealing.</TD></TR></TBODY></TABLE></div> <BR><BR>------ TCC Control Number: ------<BR><<#600308-755686#>></body></html> END RECORD
CONTACT RECORD
EID: 52015449 Contact Type: Contact Date: 2011-01-24 12:18:41 Medium: EMAIL Contact Status: CLOSED Incident Date: Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: (b) (6) Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: (b) (6) Subject: ISSUE, TSA Contact Us: Complaints Body: THIS GENERATED EMAIL HAS BEEN SENT FROM http://www.tsa.gov/contact/index.shtm -----------------------------------------------------------------------------------------------------------Remote Client IP: (b) (6) Date Time: 1/17/2011 1:00:42 AM ------------------------------------------------------------------------------------------------------------
Name: (b) (6) Email: (b) (6) Complaints:Discourteous/Rude Employee Flight Info (If applicable. Enter Flight#/Airline/Terminal/Airport/Gate/Etc):flew out of OKC on Thursday January 13th around 5pm on Delta airlines. Comments:The TSA people were rude and not cooperative. The line for getting through was very long and they seemed to be moving at a snails pace and did not care that people needed to get on their flights. I had plenty of time, but some around me did not because of some adjustments by the airlines and a couple cancelations and changes to accomidate them, but TSA did nothing to help these people get through the line any faster. One person was an FAA employee and was going to use the employee entrance (I too am a FAA employee and have used the employee entrance through TSA security in every airport I have flown in .. DFW, ATL, MCO, CLT and others.) but he was rudely told no. When they were told that the airline changed his flight and he only had 15 min to get on the plane (there was no line at he employee security check) they said "I said you cant go through here, you must go to the back of the line." After the person walked away, I saw and heard the TSA employee having a laugh at his expense and said ' he thinks he is special or something.' I know security is huge and it takes some time to get people thru, and I feel safer with the guidelines in place. This does not give the TSA employee an excuse not to be friendly and at least act like they care. The rebutation is tough enough now as it is, and all these people did was make it worse Agent Notes: Consumer Observation BCC - CSM Response Consumer Observation BCC - CSM Response, Additional Airport: CLT tcars record only accepts up to 4 airports at one time BCC OKC SHM/CSQIM (b) (6) at (b) (6) . Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) 1/24/2011 12:18:41 PM,(b) (6) 1/24/2011 12:20:36 PM, Last Update Date: Opening Agent: Opened Date: 1/17/2011 2:19:23 PM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, DFW Dallas/Ft Worth, TX, USA - Dallas Ft Worth International, ATL Atlanta, GA, USA - Hartsfield International, Airline: Delta Air Lines -¬Delta Air Lines -¬,
Subject Category: Discourteous- Rude Employee - Discourteous- Rude Employee Interaction Type: COMPLAINT Response Email: From: Prior Vendor To: (b) (6) Subject: Re: TSA Contact Us: Complaints <<#600878-756367#>> Body: <html><head><style type="text/css">p {margin-bottom: 0; margin-top: 0;}</style></head><body bgcolor="#ffffff" style="background: #ffffff"> <font size="2"><div style="width:100%;word-wrap:break-word;font-family: Arial;color: #000000;"><FONT size=2 face=" Helvetica, sansserif,Arial">Thank you for your email message. We appreciate that you took the time to share your concerns with us.</FONT><FONT size=2 face=" Helvetica, sans-serif,Arial"><BR clear=none></FONT><FONT size=2 face=" Helvetica, sansserif,Arial"> </FONT><FONT size=2 face=" Helvetica, sans-serif,Arial"><BR clear=none></FONT><FONT size=2 face=" Helvetica, sans-serif,Arial">Because the described incident occurred at a security checkpoint, we have forwarded your email to the Customer Service Manager at OKC airport. The Customer Service Manager is responsible for ensuring that the screener workforce adheres to the Transportation Security AdministrationGÇÖs (TSA) principles for professional processing.</FONT><FONT size=2 face=" Helvetica, sans-serif,Arial"><BR clear=none></FONT><FONT size=2 face=" Helvetica, sans-serif,Arial"> </FONT><FONT size=2 face=" Helvetica, sans-serif,Arial"><BR clear=none></FONT><FONT size=2 face=" Helvetica, sans-serif,Arial">TSA monitors the nature of inquiries we receive to track trends and spot areas of concern that may require special attention. This ongoing process will enable us to ensure prompt, corrective action whenever we determine that security-screening policies need modification or specific employees or screener teams are the subjects of repeated complaints.</FONT><FONT size=2 face=" Helvetica, sans-serif,Arial"><BR clear=none></FONT><FONT size=2 face=" Helvetica, sans-serif,Arial"> </FONT><FONT size=2 face=" Helvetica, sansserif,Arial"><BR clear=none></FONT><FONT size=2 face=" Helvetica, sans-serif,Arial">We also encourage you to check the latest information at </FONT><A href="http://www.tsa.gov/" shape=rect><FONT size=2 face=" Helvetica, sansserif,Arial">www.tsa.gov</FONT></A><FONT size=2 face=" Helvetica, sans-serif,Arial">.</FONT><FONT size=2 face=" Helvetica, sansserif,Arial"><BR clear=none></FONT><FONT size=2 face=" Helvetica, sans-serif,Arial"> </FONT><FONT size=2 face=" Helvetica, sans-serif,Arial"><BR clear=none></FONT><FONT size=2 face=" Helvetica, sans-serif,Arial">TSA Contact Center</FONT><FONT size=2 face=" Helvetica, sans-serif,Arial"><BR clear=none></FONT></div> </font><br /> <br><br><div>--- Original Message ---<BR>From: <(b) (6) t><BR>Received: 1/17/11 2:19:26 PM EST<BR>To: "TSA Contact Center" <[email protected]><BR>Subject: TSA Contact Us: Complaints<BR><BR>THIS GENERATED EMAIL HAS BEEN SENT FROM http://www.tsa.gov/contact/index.shtm<BR>-----------------------------------------------------------------------------------------------------------<BR>Remote Client IP: (b) (6) <BR>Date Time: 1/17/2011 1:00:42 AM<BR>-----------------------------------------------------------------------------------------------------------<BR><BR> <TABLE style="WIDTH: 750px" border=2 cellSpacing=1 cellPadding=3> <TBODY> <TR> <TD style="TEXT-ALIGN: right; WIDTH: 200px; VERTICAL-ALIGN: top; FONT-WEIGHT: bold">Name:</TD> <TD>(b) (6) </TD></TR> <TR> <TD style="TEXT-ALIGN: right; WIDTH: 200px; VERTICAL-ALIGN: top; FONT-WEIGHT: bold">Email:</TD> <TD>(b) (6) </TD></TR> <TR> <TD style="TEXT-ALIGN: right; WIDTH: 200px; VERTICAL-ALIGN: top; FONT-WEIGHT: bold">Complaints:</TD> <TD>Discourteous/Rude Employee</TD></TR> <TR> <TD style="TEXT-ALIGN: right; WIDTH: 200px; VERTICAL-ALIGN: top; FONT-WEIGHT: bold">Flight Info (If applicable. Enter Flight#/Airline/Terminal/Airport/Gate/Etc):</TD> <TD>flew out of OKC on Thursday January 13th around 5pm on Delta airlines.</TD></TR> <TR> <TD style="TEXT-ALIGN: right; WIDTH: 200px; VERTICAL-ALIGN: top; FONT-WEIGHT: bold">Comments:</TD> <TD>The TSA people were rude and not cooperative. The line for getting through was very long and they seemed to be moving at a snails pace and did not care that people needed to get on their flights. I had plenty of time, but some around me did not because of some adjustments by the airlines and a couple cancelations and changes to accomidate them, but TSA did nothing to help these people get through the line any faster. One person was an FAA employee and was going to use the employee entrance (I too am a FAA employee and have used the employee entrance through TSA security in every airport I have flown in .. DFW, ATL, MCO, CLT and others.) but he was rudely told no. When they were told that the airline changed his flight and he only had 15 min to get on the plane (there was no line at he employee security check) they said "I said you cant go through here, you must go to the back of the line." After the person walked away, I saw and heard the TSA employee having a laugh at his expense and said ' he thinks he is special or something.' I know security is huge and it takes some time to get people thru, and I feel safer with the guidelines in place. This does not give the TSA employee an excuse not to be friendly and at least act like they care. The rebutation is tough enough now as it is, and all these people did was make it worse.</TD></TR></TBODY></TABLE></div> <BR><BR>------ TCC Control Number: ------<BR><<#600878-756367#>></body></html>
END RECORD
CONTACT RECORD
EID: 52017573 Contact Type: Contact Date: 2011-01-25 16:17:55 Medium: EMAIL Contact Status: CLOSED Incident Date: Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: (b) (6) Subject: ISSUE, TSA Contact Us: Complaints Body: THIS GENERATED EMAIL HAS BEEN SENT FROM http://www.tsa.gov/contact/index.shtm -----------------------------------------------------------------------------------------------------------Remote Client IP: (b) (6) Date Time: 1/19/2011 8:02:39 AM ------------------------------------------------------------------------------------------------------------
Name: (b) (6) Email: (b) (6) Complaints:Inconsistent Screening (Different Practices between Airports) Flight Info (If applicable. Enter Flight#/Airline/Terminal/Airport/Gate/Etc):OKC airport, Outside SW gates, (b) (6) Comments:After flying out of the OKC airport up to three times each week for the past two years, carrying exactly the same packaging of liquids, vitamins and protein bars I was stopped this morning and had my bag completely unpacked, my vitamins, bars and properly packed liquids pulled out and separately run. All I ask for is consistency. If this is what you require, please do so for everyone, every time. It is very difficult to plan, pack and be timely when requirements are constantly changing Agent Notes: Consistency @ Airports Response Consistency @ Airports Response, Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) 1/25/2011 4:17:55 PM,(b) (6) 1/25/2011 4:19:05 PM, Last Update Date: Opening Agent: Opened Date: 1/19/2011 12:47:27 PM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, Airline: Southwest AirlinesSouthwest Airlines, Subject Category: Inconsistent Screening- Different Practices Between Airports - Inconsistent Screening- Different Practices Between Airports Interaction Type: COMPLAINT Response Email: From: Prior Vendor To: (b) (6) Subject: Re: TSA Contact Us: Complaints <<#539040-757524#>> Body: <html><head><style type="text/css">p {margin-bottom: 0; margin-top: 0;}</style></head><body bgcolor="#ffffff" style="background:
#ffffff"> <font size="2"><div style="width:100%;word-wrap:break-word;font-family: Arial;color: #000000;"><P><FONT face=" Helvetica, sansserif,Arial">Thank you for your email message regarding your concerns about the consistency of procedures at our Nation's airports. </FONT></P> <P> </P> <P><FONT face=" Helvetica, sans-serif,Arial">TSA has developed standard screening practices for all of our Nation's airports, and passengers can expect essentially the same procedures. While the procedures are the same everywhere, the interpretation of those procedures results in some slight variations from airport to airport - situation to situation. </FONT></P> <P> </P> <P><FONT face=" Helvetica, sans-serif,Arial">We work hard to achieve consistency in the security training process. We inspect screening operations at airports and continue to monitor the number and nature of complaints we receive from the traveling public to track trends and spot areas of concern that may require special attention. This ongoing process will enable us to ensure prompt, corrective action whenever we determine that security screening policies need modification or specific employees are the subject of repeated complaints.</FONT> </P> <P> </P> <P><FONT face=" Helvetica, sans-serif,Arial">We encourage you to check the latest information at </FONT><FONT face=" Helvetica, sans-serif,Arial"><A href="http://www.tsa.gov/" shape=rect>www.tsa.gov</A></FONT><FONT face=" Helvetica, sansserif,Arial">.</FONT> </P> <P> </P> <P> </P> <P><FONT face=" Helvetica, sans-serif,Arial">TSA Contact Center</FONT><FONT face=" Helvetica, sans-serif,Arial"><BR clear=none></FONT></P></div> </font><br /> <br><br><div>--- Original Message ---<BR>From: <(b) (6) ><BR>Received: 1/19/11 12:47:26 PM EST<BR>To: "TSA Contact Center" <[email protected]><BR>Subject: TSA Contact Us: Complaints<BR><BR>THIS GENERATED EMAIL HAS BEEN SENT FROM http://www.tsa.gov/contact/index.shtm<BR>-----------------------------------------------------------------------------------------------------------<BR>Remote Client IP: (b) (6) <BR>Date Time: 1/19/2011 8:02:39 AM<BR>-----------------------------------------------------------------------------------------------------------<BR><BR> <TABLE style="WIDTH: 750px" border=2 cellSpacing=1 cellPadding=3> <TBODY> <TR> <TD style="TEXT-ALIGN: right; WIDTH: 200px; VERTICAL-ALIGN: top; FONT-WEIGHT: bold">Name:</TD> <TD>(b) (6) </TD></TR> <TR> <TD style="TEXT-ALIGN: right; WIDTH: 200px; VERTICAL-ALIGN: top; FONT-WEIGHT: bold">Email:</TD> <TD>(b) (6) </TD></TR> <TR> <TD style="TEXT-ALIGN: right; WIDTH: 200px; VERTICAL-ALIGN: top; FONT-WEIGHT: bold">Complaints:</TD> <TD>Inconsistent Screening (Different Practices between Airports)</TD></TR> <TR> <TD style="TEXT-ALIGN: right; WIDTH: 200px; VERTICAL-ALIGN: top; FONT-WEIGHT: bold">Flight Info (If applicable. Enter Flight#/Airline/Terminal/Airport/Gate/Etc):</TD> <TD>OKC airport, Outside SW gates, (b) (6) </TD></TR> <TR> <TD style="TEXT-ALIGN: right; WIDTH: 200px; VERTICAL-ALIGN: top; FONT-WEIGHT: bold">Comments:</TD> <TD>After flying out of the OKC airport up to three times each week for the past two years, carrying exactly the same packaging of liquids, vitamins and protein bars I was stopped this morning and had my bag completely unpacked, my vitamins, bars and properly packed liquids pulled out and separately run. All I ask for is consistency. If this is what you require, please do so for everyone, every time. It is very difficult to plan, pack and be timely when requirements are constantly changing.</TD></TR></TBODY></TABLE></div> <BR><BR>------ TCC Control Number: ------<BR><<#539040-757524#>></body></html> END RECORD
CONTACT RECORD
EID: 52022492 Contact Type: Contact Date: 2011-01-29 18:30:55 Medium: EMAIL Contact Status: CLOSED Incident Date: Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: (b) (6) Subject: ISSUE, my clothes are missing/ INSPECTION CONTROL Body: To whom it may concern, i have travelled through Delta airlines from Oklahoma city to Istanbul on 23 january 2011. today i opened my luggage and i found a notice of baggage inspection note in it. i found out now, in this luggage of mine, 3 sweaters are missing. i really did a lot of shopping in US , but i feel really surprised to find out that some of my stuff is missing?.. i would be very glad if u give me necessary information about it. its written on this note OKC 23JAN11 14:08 T8 . how can i take my missing sweaters from you ? thanx for your understanding. urs sincerely
(b) (6)
Agent Notes: Retrieve Items & Claims Response Retrieve Items & Claims Response, Included OKC TSA L&F contact number Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) 1/29/2011 6:30:55 PM,(b) (6) 1/29/2011 6:32:06 PM, Last Update Date: Opening Agent: Opened Date: 1/25/2011 2:16:12 PM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, IST Istanbul, Turkey - Ataturk, Airline: Delta Air Lines -¬Delta Air Lines -¬, Subject Category: Claim Form Requests - Missing items from Checked Baggage - Claim Form Requests - Missing items from Checked Baggage Interaction Type: COMPLAINT Response Email: From: Prior Vendor To: (b) (6) Subject: Re: my clothes are missing/ INSPECTION CONTROL <<#603891-760290#>> Body: <html><head><style type="text/css">p {margin-bottom: 0; margin-top: 0;}</style></head><body bgcolor="#ffffff" style="background: #ffffff"> <font size="2"><div style="width:100%;word-wrap:break-word;font-family: Arial;color: #000000;"><P><FONT size=3>Thank you for your e-mail message regarding the retrieval of missing items. <BR clear=none> <BR clear=none>Each airport establishes procedures for handling lost and found items. The Transportation Security Administration (TSA) follows those procedures where they exist. In an airport where no policy exists, found articles are collected, stored, and disposed of under General Services Administration rules. TSA is unable to identify and return all items, but may be able to locate and return items on a case-by-case basis. We suggest you contact the airport (OKC) where your items were missing at 405-680-3233.<BR clear=none> <BR clear=none>We work very hard to achieve consistency in the security processes. As we inspect
screening operations at airports and receive feedback from the traveling public, we address inconsistencies and ensure corrective actions are taken, when necessary. We will continue to do all that we can to inspect screening operations and provide written procedures and training to specify how the process is to be applied.<BR clear=none> <BR clear=none>To file a claim, fill out the attached Standard Form 95 (claim form) in accordance with the instructions, and return it to the address in box #1. Please be sure to follow the instructions carefully, and to fill out the claim form completely. While use of the form is not mandatory, it will help you ensure that you meet the legal requirements for filing a claim. If you decide to file a claim, it will be processed in accordance with the Federal Tort Claims Act.<BR clear=none> <BR clear=none>Once the Claims Management Office has received your claim form, you will be sent a letter of acknowledgement and a claim number. You should keep the claim number for future reference when inquiring about your claim. TSA will try to resolve your claim as quickly as possible, but it may need time to make a further investigation of the facts. If TSA denies your claim, or has not finally resolved it within 6 months after you have filed it, you may have a right to bring your claim to court. <BR clear=none> <BR clear=none>You can also access claim forms online at the TSAGÇÖs Claims Management OfficeGÇÖs website at <A href="http://www.tsa.gov/travelers/customer/claims/index.shtm" shape=rect>www.tsa.gov/travelers/customer/claims/index.shtm</A>. This website also has information related to filing a claim, checking the status of a claim, and other claim-related issues. You can also access this website by clicking on the Claims Management Office link in the GÇ£Resource CenterGÇ¥ on TSAGÇÖs homepage at <A href="http://www.tsa.gov/" shape=rect>www.tsa.gov</A>. If you have additional questions related to the claims process, please contact the Claims Management Office at <A href="mailto:[email protected]" shape=rect>[email protected]</A>. <BR clear=none></FONT></P> <P><FONT size=3> <BR clear=none>TSA Contact Center</FONT> </P> <P><BR clear=none> </P></div> </font><br /> <br><br><div>--- Original Message ---<BR>From: nilay ta++y++rek <[email protected]><BR>Received: 1/25/11 2:16:12 PM EST<BR>To: "TSA Contact Center" <[email protected]><BR>Subject: my clothes are missing/ INSPECTION CONTROL<BR><BR> <STYLE type=text/css><!-- DIV {margin:0px;} --></STYLE> <DIV style="FONT-FAMILY: times new roman, new york, times, serif; FONT-SIZE: 12pt"> <DIV>To whom it may concern,</DIV> <DIV>i have travelled through Delta a-¦rl-¦nes from Oklahoma c-¦ty to -¦stanbul on 23 january 2011. today -¦ opened my luggage and -¦ found a not-¦ce of baggage inspection note in it. i found out now, in this luggage of m-¦ne, 3 sweaters are missing. i really did a lot of shopping in US , but i feel really surprised to find out that some of my stuff is missing?.. i would be very glad if u give me necessary information about it. its written on this note OKC 23JAN11 14:08 T8 . how can i take my missing sweaters from you ? thanx for your understanding.</DIV> <DIV>urs sincerely</DIV> <DIV>(b) (6) </DIV></DIV><BR></div> <BR><BR>------ TCC Control Number: ------<BR><<#603891-760290#>></body></html> END RECORD
CONTACT RECORD
EID: 52027693 Contact Type: Contact Date: 2011-02-03 13:12:00 Medium: TELEPHONE Contact Status: CLOSED Incident Date: 2011-02-03 13:12:00 Contact Prefix: (b) (6) Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Caller wanted to report unprofessional behavior (I.E. rude yelling, cursing, abuse of power, perception,screener/employee refuses to answer questionsGǪ) displayed by TSA employee at: (enter airport name here), Body: Agent Notes: Apologized to the caller and advised that a message will be sent to CSM. Apologized to the caller and advised that a message will be sent to CSM., Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) 2/3/2011 1:12:00 PM,(b) (6) 2/3/2011 1:51:03 PM, Last Update Date: Opening Agent: Opened Date: 2/3/2011 1:12:00 PM Linked Event IDs: Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, Airline: Frontier AirFrontier Air, Subject Category: Discourteous- Rude Employee - Discourteous- Rude Employee Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 52029990 Contact Type: Contact Date: 2011-02-04 16:56:38 Medium: TELEPHONE Contact Status: CLOSED Incident Date: Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Caller state he is missing a pocket knife from checked bag@ (OKC) he asked if the TSA screener was to place a notice inside his checked luggage to state that they have remove his pocket knife. Body: Agent Notes: Caller was advised that TSA screener will not place a note inside his checked luggage that will state that they have removed his pocket knife. Caller stated he did not want to file a claim for his missing pocket knife. Caller was advised that TSA screener will not place a note inside his checked luggage that will state that they have removed his pocket knife. Caller stated he did not want to file a claim for his missing pocket knife. NOI-yes Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Opening Agent: Opened Date: 2/4/2011 4:56:38 PM Linked Event IDs:
2/4/2011 5:05:20 PM,
Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, Airline: Subject Category: Claim Form Requests - Missing items from Checked Baggage - Claim Form Requests - Missing items from Checked Baggage Interaction Type: COMPLAINT Response Email: END RECORD
CONTACT RECORD
EID: 52031456 Contact Type: Contact Date: 2011-02-07 15:22:42 Medium: EMAIL Contact Status: CLOSED Incident Date: Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: (b) (6) Subject: ISSUE, TSA Contact Us: Complaints Body: THIS GENERATED EMAIL HAS BEEN SENT FROM http://www.tsa.gov/contact/index.shtm -----------------------------------------------------------------------------------------------------------Remote Client IP: (b) (6) Date Time: 2/4/2011 12:58:19 PM ------------------------------------------------------------------------------------------------------------
Name: (b) (6) Email: (b) (6) Complaints:Inappropriate Screening/Pat Down Screening Flight Info (If applicable. Enter Flight#/Airline/Terminal/Airport/Gate/Etc):Southwest 2703 26 Jan; Oklahoma City Will Rogers Airport Comments:On 26 Jan, I passed through security for my flight. After passing through the metal detector, (b) (6) ordered me to walk over to him and gave me a very aggressive patdown. He then asked if I wanted him to explain why he did so, and I said "no." He ignored me and then gave me an extensive lecture about the fact that I had not removed my sweatshirt before passing through the X-ray machine. Since no one asked me to remove the shirt, I'd assumed it was okay. (b) (6) did not tell me he was going to pat me down nor did he have my permission to do so. Had my family not been with me and asked me to ignore it so we could make our flight, I would have called the police at the time Agent Notes: Consumer Complaint BCC/CSM Response Consumer Complaint BCC/CSM Response, BCC SHM/CSQIM (b) (6) @
(b) (6)
Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Opening Agent: Opened Date: 2/4/2011 5:46:48 PM Linked Event IDs:
2/7/2011 3:22:42 PM,(b) (6)
2/7/2011 3:24:56 PM,
Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, Airline: Southwest AirlinesSouthwest Airlines, Subject Category: Discourteous- Rude Employee - Discourteous- Rude Employee Interaction Type: COMPLAINT Response Email: From: Prior Vendor To: (b) (6) Subject: Re: TSA Contact Us: Complaints <<#607653-765094#>>
Body: <html><head><style type="text/css">p {margin-bottom: 0; margin-top: 0;}</style></head><body bgcolor="#ffffff" style="background: #ffffff"> <font size="2"><div style="width:100%;word-wrap:break-word;font-family: Arial;color: #000000;"><P><FONT face=" Helvetica, sansserif,Arial">Thank you for your email message. We are sorry you were unhappy with your recent travel experience.</FONT> </P> <P> </P> <P><FONT face=" Helvetica, sans-serif,Arial">Because your complaint is regarding screening at OKC , we have forwarded a copy of your email to the Customer Service Manager at that airport. The Customer Service Manager is responsible for ensuring that the screener workforce adheres to TSA principles for professional processing.</FONT> </P> <P> </P> <P><FONT face=" Helvetica, sans-serif,Arial">We monitor the number and nature of complaints we receive to track trends and spot areas of concern that may require special attention. This ongoing process will enable us to ensure prompt, corrective action whenever we determine that security-screening policies need modification or specific employees or screener teams are the subjects of repeated complaints.</FONT> </P> <P> </P> <P><FONT face=" Helvetica, sans-serif,Arial">Again, the TSA offers sincere apologies for the discomfort you experienced while traveling and encourage you to check the latest information at </FONT><A href="http://www.tsa.gov/" shape=rect><FONT face=" Helvetica, sansserif,Arial">www.tsa.gov</FONT></A><FONT face=" Helvetica, sans-serif,Arial">.</FONT> </P> <P> </P> <P><FONT face=" Helvetica, sans-serif,Arial">TSA Contact Center</FONT><FONT face=" Helvetica, sans-serif,Arial"><BR clear=none></FONT></P></div> </font><br /> <br><br><div>--- Original Message ---<BR>From: <(b) (6) .com><BR>Received: 2/4/11 5:46:48 PM EST<BR>To: "TSA Contact Center" <[email protected]><BR>Subject: TSA Contact Us: Complaints<BR><BR>THIS GENERATED EMAIL HAS BEEN SENT FROM http://www.tsa.gov/contact/index.shtm<BR>-----------------------------------------------------------------------------------------------------------<BR>Remote Client IP: (b) (6) <BR>Date Time: 2/4/2011 12:58:19 PM<BR>-----------------------------------------------------------------------------------------------------------<BR><BR> <TABLE style="WIDTH: 750px" border=2 cellSpacing=1 cellPadding=3> <TBODY> <TR> <TD style="TEXT-ALIGN: right; WIDTH: 200px; VERTICAL-ALIGN: top; FONT-WEIGHT: bold">Name:</TD> <TD>(b) (6) </TD></TR> <TR> <TD style="TEXT-ALIGN: right; WIDTH: 200px; VERTICAL-ALIGN: top; FONT-WEIGHT: bold">Email:</TD> <TD>(b) (6) </TD></TR> <TR> <TD style="TEXT-ALIGN: right; WIDTH: 200px; VERTICAL-ALIGN: top; FONT-WEIGHT: bold">Complaints:</TD> <TD>Inappropriate Screening/Pat Down Screening</TD></TR> <TR> <TD style="TEXT-ALIGN: right; WIDTH: 200px; VERTICAL-ALIGN: top; FONT-WEIGHT: bold">Flight Info (If applicable. Enter Flight#/Airline/Terminal/Airport/Gate/Etc):</TD> <TD>Southwest 2703 26 Jan; Oklahoma City Will Rogers Airport</TD></TR> <TR> <TD style="TEXT-ALIGN: right; WIDTH: 200px; VERTICAL-ALIGN: top; FONT-WEIGHT: bold">Comments:</TD> <TD>On 26 Jan, I passed through security for my flight. After passing through the metal detector, (b) (6) ordered me to walk over to him and gave me a very aggressive patdown. He then asked if I wanted him to explain why he did so, and I said "no." He ignored me and then gave me an extensive lecture about the fact that I had not removed my sweatshirt before passing through the X-ray machine. Since no one asked me to remove the shirt, I'd assumed it was okay. (b) (6) did not tell me he was going to pat me down nor did he have my permission to do so. Had my family not been with me and asked me to ignore it so we could make our flight, I would have called the police at the time.</TD></TR></TBODY></TABLE></div> <BR><BR>------ TCC Control Number: ------<BR><<#607653-765094#>></body></html> END RECORD
CONTACT RECORD
EID: 52036006 Contact Type: Contact Date: Medium: EMAIL Contact Status: CLOSED Incident Date: Contact Prefix: Contact First Name: Unknown Contact Middle Initial: Contact Last Name: Unknown Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: (b) (6) Subject: ISSUE, Security Body: Airport Security And you thought it couldnGÇÖt get any sillier ... Posted: January 12th, 2011 Art Kosatka Airport Business Contributor
<http://www.airportbusiness.com/images/contributor/1152817751938_kosatka_large.jpg> TSA recently evacuated a Louisiana airport when the screening equipment spotted a frozen chicken packed next to a car headlamp, which jointly threw up the proverbial red flag. The passenger was headed home after a hunting trip in Louisiana and was bringing the chicken with him. While I concede the point that this was clearly an unexpected -- a non-standard image in the panoply of possibilities at any screening checkpoint -- and certainly might have grabbed my interest, it nonetheless begs the question of why, after opening the bag and identifying the offending image, it was then deemed essential to perform a trace analysis and a bomb dog check to make sure there was no imminent danger? The TSA spokesman said (really) it serves as a lesson for travelers to pay close attention to what types of items are allowed in checked bags to avoid delays. I was actually moved to search the restricted items list on the TSA website, only to find frozen poultry curiously absent. Oddly enough, the chicken search led me to a narrative on service animals such as guide dogs for the blind or disabled -- IGÇÖm not sure how Google decided this was a legitimate transition from feathered fowl to highly trained and certified life-saving animals, but it turns out that this, too, is a field ripe for TSA security analysis. It was admittedly not a TSA document I was led to, but rather a magazine article describing how the law requires such animals to be accommodated in all modes of public transportation. The article noted that there are some GÇ£unusualGÇ¥ certified animals beyond the stereotypical German Shepherd, including monkeys, macaws, pot-bellied pigs, and one known pony. It further noted that GÇô so help me -- the law does not require certification of GÇ£reptiles, rodents, or spiders, no matter how emotionally supportive they might be.GÇ¥ The mind boggles. (Mine did.) I wonder if the Louisiana hen hunter knows Tammy Banovac. SheGÇÖs the young lady that went through airport security in Oklahoma City wearing only a bra and panties as a protest against the new security AIT and pat-down rules. Yes, there is a YouTube video, and no, there is no stated dress code on the website, although some airlines claim to have a vague requirement for GÇ£appropriate dressGÇ¥. But TammyGÇÖs story gets better: When she went to the airport after the holidays for a return trip home, security said she couldnGÇÖt board her flight because GÇô IGÇÖm quoting her: GÇ£The stated reason was... they were unable to clear an unusual contour of my buttocks area." Tammy wouldn't say what the unusual contour was, but she was told she would be allowed to board her flight home the next morning, when presumably, either the shape of her butt might change or the TSOs will have logged enough Internet time to identify a range of symmetrical acceptability. Before you ask, I was unable to ascertain any official TSA template for comparison, but to bring this discussion full circle, maybe if Tammy had been riding that service pony GǪ Agent Notes: No Response Needed No Response Needed, Follow Up:
To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Opening Agent: Opened Date: 2/9/2011 5:42:58 PM Linked Event IDs:
2/10/2011 4:36:30 PM,
Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, Airline: Subject Category: Secondary Screening - General - Secondary Screening - General Interaction Type: COMPLAINT Response Email: From: Prior Vendor To: [email protected] Subject: Re: Security <<#54377-767241#>> Body: <html><head><style type="text/css">p {margin-bottom: 0; margin-top: 0;}</style></head><body bgcolor="#ffffff" style="background: #ffffff"> <font size="2"></font><br /> <br><br><div>--- Original Message ---<BR>From: <(b) (6) ><BR>Received: 2/9/11 5:42:57 PM EST<BR>To: <(b) (6) ><BR>CC:"TSA Contact Center" <[email protected]>,<(b) (6) >,<(b) (6) ><BR>Subject: Security<BR><BR> <META name=GENERATOR content="MSHTML 8.00.6001.18999"><FONT id=role_document color=#000000 size=2 face=Arial> <DIV>Airport Security <!-- PUBLICATION INFORMATION BLOCK START --><!-- This will only actually show up if this is a publication article --><!-- PUBLICATION INFO BLOCK END --><!-- END GENERAL SITE INFO ABOUT THE ARTICLE --><BR><!--div id="contributorby"></div--><!-- END PHOTO BLOCK --><!-- ARTICLE INFO FIELDS --> <DIV class=title>And you thought it couldnGÇÖt get any sillier ... </DIV> <DIV class=subTitle></DIV> <DIV class=updated><STRONG>Posted</STRONG>: January 12th, 2011</DIV> <DIV class=byline>Art Kosatka </DIV> <DIV class=source>Airport Business Contributor </DIV> <DIV class=body><!-- BEGIN PHOTO BLOCK (regular site articles) --> <DIV style="PADDING-LEFT: 9px; WIDTH: 305px; FLOAT: right"> <CENTER> <DIV id=blockADs><SPAN id=Middle></SPAN></DIV><BR><BR><!-- site photo --></CENTER></DIV><!-- END PHOTO BLOCK --><BR> <DIV id=intelliTXT><IMG hspace=6 vspace=4 align=left src="http://www.airportbusiness.com/images/contributor/1152817751938_kosatka_large.jpg"> <P>TSA recently evacuated a Louisiana airport when the screening equipment spotted a frozen chicken packed next to a car headlamp, which jointly threw up the proverbial red flag. The passenger was headed home after a hunting trip in Louisiana and was bringing the chicken with him. While I concede the point that this was clearly an unexpected -- a non-standard image in the panoply of possibilities at any screening checkpoint -- and certainly might have grabbed my interest, it nonetheless begs the question of why, after opening the bag and identifying the offending image, it was then deemed essential to perform a trace analysis and a bomb dog check to make sure there was no imminent danger? The TSA spokesman said (really) it serves as a lesson for travelers to pay close attention to what types of items are allowed in checked bags to avoid delays. I was actually moved to search the restricted items list on the TSA website, only to find frozen poultry curiously absent.</P> <P>Oddly enough, the chicken search led me to a narrative on service animals such as guide dogs for the blind or disabled -- IGÇÖm not sure how Google decided this was a legitimate transition from feathered fowl to highly trained and certified life-saving animals, but it turns out that this, too, is a field ripe for TSA security analysis. It was admittedly not a TSA document I was led to, but rather a magazine article describing how the law requires such animals to be accommodated in all modes of public transportation. The article noted that there are some GÇ£unusualGÇ¥ certified animals beyond the stereotypical German Shepherd, including monkeys, macaws, potbellied pigs, and one known pony. It further noted that GÇô so help me -- the law does not require certification of GÇ£reptiles, rodents, or spiders, no matter how emotionally supportive they might be.GÇ¥ The mind boggles. (Mine did.)</P> <P>I wonder if the Louisiana hen hunter knows Tammy Banovac. SheGÇÖs the young lady that went through airport security in Oklahoma City wearing only a bra and panties as a protest against the new security AIT and pat-down rules. Yes, there is a YouTube video, and no, there is no stated dress code on the website, although some airlines claim to have a vague requirement for GÇ£appropriate dressGÇ¥. But TammyGÇÖs story gets better: When she went to the airport after the holidays for a return trip home, security said she couldnGÇÖt board her flight because GÇô IGÇÖm quoting her: GÇ£The stated reason was... they were unable to clear an unusual contour of my buttocks area." Tammy wouldn't say what the unusual contour was, but she was told she would be allowed to board her flight home the next morning, when presumably, either the shape of her butt might change or the TSOs will have logged enough Internet time to identify a range of symmetrical acceptability. Before you ask, I was unable to ascertain any official TSA template for comparison, but to bring this discussion full circle, maybe if Tammy had been riding that service
pony GǪ.</P></DIV></DIV></DIV></FONT></div> <BR><BR>------ TCC Control Number: ------<BR><<#54377-767241#>></body></html> END RECORD
CONTACT RECORD
EID: 52037563 Contact Type: Contact Date: 2011-02-11 18:32:34 Medium: EMAIL Contact Status: CLOSED Incident Date: Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: (b) (6) Subject: ISSUE, RE: TSA Contact Us: Complaints Body: Dear (b) (6)
I regret that you were unhappy with your screening experience at Will Rogers World Airport.
Passengers are required to remove bulky outer garments to best screen for prohibited items. This is not a new requirement. This includes sweatshirts (if over a t-shirt or other layer), hoodies, bulky sweaters, etc. Many passengers do not think of these items as outer garments, but they can be. The TSO at the walk-through frequently offers suggestions to passengers to reduce the possibility of alarming, speed their screening process, and ensure the passenger is carrying no prohibited items as they go through. I realize the checkpoint can be noisy and you may not have heard the request before going through the walk-though. Most passengers who place these clothing items through the x-ray do not require any additional screening or pat-downs.
Anytime you have questions about a procedure, or are questioning whether or not to comply, you should immediately ask to speak to a supervisor who will assist in ensuring proper screening procedure is followed and your questions are answered as much as possible. If you chose, you may certainly request to speak to a police officer. Signage is posted at all checkpoints stating that passengers are subject to screening, and pat-downs are part of the screening process if needed for your security and the security of your fellow passengers.
Sincerely,
(b) (6)
TSA SHM/CSQIM/ICMS Coordinator Will Rogers World Airport -OKC Lawton/Ft. Sill Regional Airport - LAW Office: 405-702-(b) (6) Cell: (b) (6) "Security can only be achieved through constant change, through discarding old ideas that have outlived their usefullness and adapting
others to current facts." - William O. Douglas Questions and Comments? Visit: <http://www.tsa.gov/> TSA.gov, <https://contact.tsa.dhs.gov/gotfeedback/> Got Feedback? <http://www.tsa.gov/blog/> Evolution of Security Blog,
From: TSA-ContactCenter [mailto:[email protected]] Sent: Monday, February 07, 2011 2:25 PM To: (b) (6) Subject: Re: TSA Contact Us: Complaints <<#607653-765094#>>
Thank you for your email message. We are sorry you were unhappy with your recent travel experience.
Because your complaint is regarding screening at OKC , we have forwarded a copy of your email to the Customer Service Manager at that airport. The Customer Service Manager is responsible for ensuring that the screener workforce adheres to TSA principles for professional processing.
We monitor the number and nature of complaints we receive to track trends and spot areas of concern that may require special attention. This ongoing process will enable us to ensure prompt, corrective action whenever we determine that security-screening policies need modification or specific employees or screener teams are the subjects of repeated complaints.
Again, the TSA offers sincere apologies for the discomfort you experienced while traveling and encourage you to check the latest information at <http://www.tsa.gov/> www.tsa.gov.
TSA Contact Center
--- Original Message --From: <(b) (6) > Received: 2/4/11 5:46:48 PM EST To: "TSA Contact Center" <[email protected]> Subject: TSA Contact Us: Complaints THIS GENERATED EMAIL HAS BEEN SENT FROM http://www.tsa.gov/contact/index.shtm -----------------------------------------------------------------------------------------------------------Remote Client IP: (b) (6) Date Time: 2/4/2011 12:58:19 PM ------------------------------------------------------------------------------------------------------------
Name:
(b) (6)
Email:
(b) (6)
Complaints: Inappropriate Screening/Pat Down Screening
Flight Info (If applicable. Enter Flight#/Airline/Terminal/Airport/Gate/Etc): Southwest 2703 26 Jan; Oklahoma City Will Rogers Airport
Comments: On 26 Jan, I passed through security for my flight. After passing through the metal detector, (b) (6) ordered me to walk over to him and gave me a very aggressive patdown. He then asked if I wanted him to explain why he did so, and I said "no." He ignored me and then gave me an extensive lecture about the fact that I had not removed my sweatshirt before passing through the X-ray machine. Since no one asked me to remove the shirt, I'd assumed it was okay. (b) (6) did not tell me he was going to pat me down nor did he have my permission to do so. Had my family not been with me and asked me to ignore it so we could make our flight, I would have called the police at the time.
------ TCC Control Number: -----<<#607653-765094#>> Agent Notes: No Response Needed No Response Needed, Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) 2/11/2011 6:32:34 PM,(b) (6) Last Update Date: Opening Agent: Opened Date: 2/11/2011 2:53:30 PM Linked Event IDs:
2/11/2011 6:33:02 PM,(b) (6)
2/11/2011 6:33:12 PM,
Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, Airline: Subject Category: CSM/Stakeholder Follow-up - CSM/Stakeholder Follow-up Interaction Type: COMPLAINT Response Email: From: Prior Vendor To: [email protected] Subject: Re: RE: TSA Contact Us: Complaints <<#607653-765094#>> Body: <html><head><style type="text/css">p {margin-bottom: 0; margin-top: 0;}</style></head><body bgcolor="#ffffff" style="background: #ffffff"> <font size="2"></font><br /> <br><br><div>--- Original Message ---<BR>From: (b) (6) <(b) (6) ><BR>Received: 2/11/11 2:53:29 PM EST<BR>To: "TSA Contact Center" <[email protected]><BR>Subject: RE: TSA Contact Us: Complaints<BR><BR> <META name=Generator content="Microsoft Word 12 (filtered medium)"> <STYLE><!-/* Font Definitions */@font-face{font-family:Helvetica; panose-1:2 11 6 4 2 2 2 2 2 4;}@font-face{font-family:Helvetica; panose-1:2 11 6 4 2 2 2 2 2 4;}@font-face{font-family:Calibri; panose-1:2 15 5 2 2 2 4 3 2 4;}@font-face{font-family:Tahoma; panose-1:2 11 6 4 3 5 4 4 2 4;}@font-face{font-family:"Lucida Calligraphy"; panose-1:3 1 1 1 1 1 1 1 1 1;}@font-face{font-family:Univers-CondensedLight; panose-1:0 0 0 0 0 0 0 0 0 0;}/* Style Definitions */ p.MsoNormal, li.MsoNormal, div.MsoNormal{margin:0in;margin-bottom:.0001pt; font-size:12.0pt;font-family:"Times New Roman","serif";}
a:link, span.MsoHyperlink{mso-style-priority:99;color:blue; text-decoration:underline;}a:visited, span.MsoHyperlinkFollowed {mso-style-priority:99;color:purple;text-decoration:underline;}p {mso-style-priority:99;margin:0in;margin-bottom:.0001pt;font-size:12.0pt; font-family:"Times New Roman","serif";}span.EmailStyle18 {mso-style-type:personal-reply;color:black;}.MsoChpDefault {mso-style-type:export-only;font-size:10.0pt;}@page WordSection1 {size:8.5in 11.0in;margin:1.0in 1.0in 1.0in 1.0in;}div.WordSection1 {page:WordSection1;}--></STYLE> <DIV class=WordSection1> <P class=MsoNormal><SPAN style="COLOR: black">Dear (b) (6) , <?xml:namespace prefix = o ns = "urn:schemas-microsoftcom:office:office" /><o:p></o:p></SPAN></P> <P class=MsoNormal><SPAN style="COLOR: black"><o:p> </o:p></SPAN></P> <P class=MsoNormal><SPAN style="COLOR: black">I regret that you were unhappy with your screening experience at Will Rogers World Airport. <o:p></o:p></SPAN></P> <P class=MsoNormal><SPAN style="COLOR: black"><o:p> </o:p></SPAN></P> <P class=MsoNormal><SPAN style="COLOR: black">Passengers are required to remove bulky outer garments to best screen for prohibited items. This is not a new requirement. This includes sweatshirts (if over a t-shirt or other layer), hoodies, bulky sweaters, etc. Many passengers do not think of these items as outer garments, but they can be. <o:p></o:p></SPAN></P> <P class=MsoNormal><SPAN style="COLOR: black">The TSO at the walk-through frequently offers suggestions to passengers to reduce the possibility of alarming, speed their screening process, and ensure the passenger is carrying no prohibited items as they go through. I realize the checkpoint can be noisy and you may not have heard the request before going through the walk-though. Most passengers who place these clothing items through the x-ray do not require any additional screening or pat-downs.<o:p></o:p></SPAN></P> <P class=MsoNormal><SPAN style="COLOR: black"><o:p> </o:p></SPAN></P> <P class=MsoNormal><SPAN style="COLOR: black">Anytime you have questions about a procedure, or are questioning whether or not to comply, you should immediately ask to speak to a supervisor who will assist in ensuring proper screening procedure is followed and your questions are answered as much as possible. If you chose, you may certainly request to speak to a police officer. Signage is posted at all checkpoints stating that passengers are subject to screening, and pat-downs are part of the screening process if needed for your security and the security of your fellow passengers. <o:p></o:p></SPAN></P> <P class=MsoNormal><SPAN style="COLOR: black"><o:p> </o:p></SPAN></P> <P class=MsoNormal><SPAN style="COLOR: black">Sincerely,<o:p></o:p></SPAN></P> <P class=MsoNormal><SPAN style="COLOR: black"><o:p> </o:p></SPAN></P> <DIV> <P style="mso-margin-top-alt: auto; mso-margin-bottom-alt: auto" class=MsoNormal><I><SPAN style="FONT-FAMILY: 'Lucida Calligraphy'; COLOR: black">(b) (6) </SPAN></I><SPAN style="FONT-FAMILY: 'Lucida Calligraphy'; COLOR: black"> <o:p></o:p></SPAN></P> <P style="mso-margin-top-alt: auto; mso-margin-bottom-alt: auto" class=MsoNormal><I><SPAN style="FONT-FAMILY: 'Arial','sans-serif'; COLOR: #0070c0; FONT-SIZE: 10pt">TSA SHM/CSQIM/ICMS Coordinator</SPAN></I><SPAN style="COLOR: #0070c0"> <BR></SPAN><I><SPAN style="FONT-FAMILY: 'Arial','sans-serif'; COLOR: #0070c0; FONT-SIZE: 10pt">Will Rogers World Airport OKC</SPAN></I><SPAN style="COLOR: #0070c0"> <BR></SPAN><I><SPAN style="FONT-FAMILY: 'Arial','sans-serif'; COLOR: #0070c0; FONT-SIZE: 10pt">Lawton/Ft. Sill Regional Airport - LAW</SPAN></I><SPAN style="COLOR: #0070c0"> <BR></SPAN><I><SPAN style="FONT-FAMILY: 'Arial','sans-serif'; COLOR: #0070c0; FONT-SIZE: 10pt">Office: (b) (6) </SPAN></I><SPAN style="COLOR: #0070c0"> <BR></SPAN><I><SPAN style="FONT-FAMILY: 'Arial','sans-serif'; COLOR: #0070c0; FONT-SIZE: 10pt">Cell: (b) (6) </SPAN></I><I><SPAN style="FONT-FAMILY: 'Lucida Calligraphy'; COLOR: #0070c0; FONT-SIZE: 10pt"><o:p></o:p></SPAN></I></P> <P class=MsoNormal><I><SPAN style="FONT-FAMILY: 'Lucida Calligraphy'; COLOR: #8db3e2">"Security can only be achieved through constant change, through discarding old ideas that have outlived their usefullness and adapting others to current facts." - William O. Douglas </SPAN></I><I><SPAN style="FONT-FAMILY: 'Lucida Calligraphy'; COLOR: #8db3e2"><o:p></o:p></SPAN></I></P> <P style="mso-margin-top-alt: auto; mso-margin-bottom-alt: auto" class=MsoNormal><SPAN style="FONT-FAMILY: 'Arial','sans-serif'; COLOR: #0070c0; FONT-SIZE: 10pt">Questions and Comments? Visit:</SPAN><SPAN style="COLOR: #0070c0"> <A href="http://www.tsa.gov/"><SPAN style="COLOR: #0070c0; FONT-SIZE: 10pt">TSA.gov</SPAN></A></SPAN><SPAN style="COLOR: #0070c0; FONT-SIZE: 10pt">, </SPAN><SPAN style="COLOR: #0070c0"><A href="http://www.tsa.gov/blog/"><SPAN style="COLOR: #0070c0; FONT-SIZE: 10pt">Evolution of Security Blog</SPAN></A></SPAN><SPAN style="COLOR: #0070c0; FONTSIZE: 10pt">, </SPAN><SPAN style="COLOR: #0070c0"><A href="https://contact.tsa.dhs.gov/gotfeedback/"><SPAN style="COLOR: #0070c0; FONT-SIZE: 10pt">Got Feedback?</SPAN></A> <BR><BR><o:p></o:p></SPAN></P> <P class=MsoNormal><SPAN style="FONT-FAMILY: 'Calibri','sans-serif'; COLOR: black; FONT-SIZE: 11pt"><BR><BR></SPAN><SPAN style="FONT-FAMILY: 'Calibri','sans-serif'; COLOR: black; FONT-SIZE: 11pt"><o:p></o:p></SPAN></P></DIV> <P class=MsoNormal><SPAN style="COLOR: black"><o:p> </o:p></SPAN></P> <DIV> <DIV style="BORDER-BOTTOM: medium none; BORDER-LEFT: medium none; PADDING-BOTTOM: 0in; PADDING-LEFT: 0in; PADDINGRIGHT: 0in; BORDER-TOP: #b5c4df 1pt solid; BORDER-RIGHT: medium none; PADDING-TOP: 3pt"> <P class=MsoNormal><B><SPAN style="FONT-FAMILY: 'Tahoma','sans-serif'; FONT-SIZE: 10pt">From:</SPAN></B><SPAN style="FONT-FAMILY: 'Tahoma','sans-serif'; FONT-SIZE: 10pt"> TSA-ContactCenter [mailto:[email protected]] <BR><B>Sent:</B> Monday, February 07, 2011 2:25 PM<BR><B>To:</B> (b) (6) <BR><B>Subject:</B> Re: TSA
Contact Us: Complaints <<#607653-765094#>><o:p></o:p></SPAN></P></DIV></DIV> <P class=MsoNormal><o:p> </o:p></P> <DIV> <P><SPAN style="FONT-FAMILY: 'Helvetica','sans-serif'; COLOR: black; FONT-SIZE: 10pt">Thank you for your email message. We are sorry you were unhappy with your recent travel experience.</SPAN><SPAN style="FONT-FAMILY: 'Arial','sans-serif'; COLOR: black; FONT-SIZE: 10pt"> <o:p></o:p></SPAN></P> <P><SPAN style="FONT-FAMILY: 'Arial','sans-serif'; COLOR: black; FONT-SIZE: 10pt"> <o:p></o:p></SPAN></P> <P><SPAN style="FONT-FAMILY: 'Helvetica','sans-serif'; COLOR: black; FONT-SIZE: 10pt">Because your complaint is regarding screening at OKC , we have forwarded a copy of your email to the Customer Service Manager at that airport. The Customer Service Manager is responsible for ensuring that the screener workforce adheres to TSA principles for professional processing.</SPAN><SPAN style="FONT-FAMILY: 'Arial','sans-serif'; COLOR: black; FONT-SIZE: 10pt"> <o:p></o:p></SPAN></P> <P><SPAN style="FONT-FAMILY: 'Arial','sans-serif'; COLOR: black; FONT-SIZE: 10pt"> <o:p></o:p></SPAN></P> <P><SPAN style="FONT-FAMILY: 'Helvetica','sans-serif'; COLOR: black; FONT-SIZE: 10pt">We monitor the number and nature of complaints we receive to track trends and spot areas of concern that may require special attention. This ongoing process will enable us to ensure prompt, corrective action whenever we determine that security-screening policies need modification or specific employees or screener teams are the subjects of repeated complaints.</SPAN><SPAN style="FONT-FAMILY: 'Arial','sans-serif'; COLOR: black; FONTSIZE: 10pt"> <o:p></o:p></SPAN></P> <P><SPAN style="FONT-FAMILY: 'Arial','sans-serif'; COLOR: black; FONT-SIZE: 10pt"> <o:p></o:p></SPAN></P> <P><SPAN style="FONT-FAMILY: 'Helvetica','sans-serif'; COLOR: black; FONT-SIZE: 10pt">Again, the TSA offers sincere apologies for the discomfort you experienced while traveling and encourage you to check the latest information at </SPAN><SPAN style="FONTFAMILY: 'Arial','sans-serif'; COLOR: black; FONT-SIZE: 10pt"><A href="http://www.tsa.gov/"><SPAN style="FONT-FAMILY: 'Helvetica','sans-serif'">www.tsa.gov</SPAN></A></SPAN><SPAN style="FONT-FAMILY: 'Helvetica','sans-serif'; COLOR: black; FONTSIZE: 10pt">.</SPAN><SPAN style="FONT-FAMILY: 'Arial','sans-serif'; COLOR: black; FONT-SIZE: 10pt"> <o:p></o:p></SPAN></P> <P><SPAN style="FONT-FAMILY: 'Arial','sans-serif'; COLOR: black; FONT-SIZE: 10pt"> <o:p></o:p></SPAN></P> <P><SPAN style="FONT-FAMILY: 'Helvetica','sans-serif'; COLOR: black; FONT-SIZE: 10pt">TSA Contact Center</SPAN><SPAN style="FONT-FAMILY: 'Arial','sans-serif'; COLOR: black; FONT-SIZE: 10pt"><o:p></o:p></SPAN></P></DIV> <P style="MARGIN-BOTTOM: 12pt" class=MsoNormal><BR><BR><o:p></o:p></P> <DIV> <P style="MARGIN-BOTTOM: 12pt" class=MsoNormal>--- Original Message ---<BR>From: <(b) (6) ><BR>Received: 2/4/11 5:46:48 PM EST<BR>To: "TSA Contact Center" <[email protected]><BR>Subject: TSA Contact Us: Complaints<BR><BR>THIS GENERATED EMAIL HAS BEEN SENT FROM http://www.tsa.gov/contact/index.shtm<BR>------------------------------------------------------------------------------------------------------------<BR>Remote Client IP: (b) (6) <BR>Date Time: 2/4/2011 12:58:19 PM<BR>-----------------------------------------------------------------------------------------------------------<o:p></o:p></P> <TABLE style="BORDER-BOTTOM: 1.5pt outset; BORDER-LEFT: 1.5pt outset; WIDTH: 562.5pt; BORDER-TOP: 1.5pt outset; BORDERRIGHT: 1.5pt outset" class=MsoNormalTable border=1 cellSpacing=1 cellPadding=0 width=750> <TBODY> <TR> <TD style="PADDING-BOTTOM: 2.25pt; PADDING-LEFT: 2.25pt; WIDTH: 150pt; PADDING-RIGHT: 2.25pt; PADDING-TOP: 2.25pt" vAlign=top width=200> <P style="TEXT-ALIGN: right" class=MsoNormal align=right><B>Name:<o:p></o:p></B></P></TD> <TD style="PADDING-BOTTOM: 2.25pt; PADDING-LEFT: 2.25pt; PADDING-RIGHT: 2.25pt; PADDING-TOP: 2.25pt"> <P class=MsoNormal>(b) (6) <o:p></o:p></P></TD></TR> <TR> <TD style="PADDING-BOTTOM: 2.25pt; PADDING-LEFT: 2.25pt; WIDTH: 150pt; PADDING-RIGHT: 2.25pt; PADDING-TOP: 2.25pt" vAlign=top width=200> <P style="TEXT-ALIGN: right" class=MsoNormal align=right><B>Email:<o:p></o:p></B></P></TD> <TD style="PADDING-BOTTOM: 2.25pt; PADDING-LEFT: 2.25pt; PADDING-RIGHT: 2.25pt; PADDING-TOP: 2.25pt"> <P class=MsoNormal>(b) (6) <o:p></o:p></P></TD></TR> <TR> <TD style="PADDING-BOTTOM: 2.25pt; PADDING-LEFT: 2.25pt; WIDTH: 150pt; PADDING-RIGHT: 2.25pt; PADDING-TOP: 2.25pt" vAlign=top width=200> <P style="TEXT-ALIGN: right" class=MsoNormal align=right><B>Complaints:<o:p></o:p></B></P></TD> <TD style="PADDING-BOTTOM: 2.25pt; PADDING-LEFT: 2.25pt; PADDING-RIGHT: 2.25pt; PADDING-TOP: 2.25pt"> <P class=MsoNormal>Inappropriate Screening/Pat Down Screening<o:p></o:p></P></TD></TR> <TR> <TD style="PADDING-BOTTOM: 2.25pt; PADDING-LEFT: 2.25pt; WIDTH: 150pt; PADDING-RIGHT: 2.25pt; PADDING-TOP: 2.25pt" vAlign=top width=200> <P style="TEXT-ALIGN: right" class=MsoNormal align=right><B>Flight Info (If applicable. Enter Flight#/Airline/Terminal/Airport/Gate/Etc):<o:p></o:p></B></P></TD> <TD style="PADDING-BOTTOM: 2.25pt; PADDING-LEFT: 2.25pt; PADDING-RIGHT: 2.25pt; PADDING-TOP: 2.25pt"> <P class=MsoNormal>Southwest 2703 26 Jan; Oklahoma City Will Rogers Airport<o:p></o:p></P></TD></TR> <TR> <TD style="PADDING-BOTTOM: 2.25pt; PADDING-LEFT: 2.25pt; WIDTH: 150pt; PADDING-RIGHT: 2.25pt; PADDING-TOP: 2.25pt" vAlign=top width=200> <P style="TEXT-ALIGN: right" class=MsoNormal align=right><B>Comments:<o:p></o:p></B></P></TD>
<TD style="PADDING-BOTTOM: 2.25pt; PADDING-LEFT: 2.25pt; PADDING-RIGHT: 2.25pt; PADDING-TOP: 2.25pt"> <P class=MsoNormal>On 26 Jan, I passed through security for my flight. After passing through the metal detector, (b) (6) ordered me to walk over to him and gave me a very aggressive patdown. He then asked if I wanted him to explain why he did so, and I said "no." He ignored me and then gave me an extensive lecture about the fact that I had not removed my sweatshirt before passing through the X-ray machine. Since no one asked me to remove the shirt, I'd assumed it was okay. (b) (6) did not tell me he was going to pat me down nor did he have my permission to do so. Had my family not been with me and asked me to ignore it so we could make our flight, I would have called the police at the time.<o:p></o:p></P></TD></TR></TBODY></TABLE></DIV> <P class=MsoNormal><BR><BR>------ TCC Control Number: ------<BR><<#607653-765094#>><o:p></o:p></P></DIV></div> <BR><BR>------ TCC Control Number: ------<BR><<#607653-765094#>></body></html> END RECORD
CONTACT RECORD
EID: 52046857 Contact Type: Contact Date: 2011-02-23 04:37:48 Medium: EMAIL Contact Status: CLOSED Incident Date: Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: (b) (6) Subject: ISSUE, Baggage Inspection Body: On February 21, 2011, I traveled from OKC to DEN. Arriving in Denver I found my bags had been searched. My bag had a TSA approved lock on it that was missing. I opened the bag and found that it had not been searched, it had been ransacked. The clothes were unfolded and stuffed back in, the toiletry bags (clear vinyl with zipper closings) were open and the toiletries were strewn throughout the bag with some items being broken. I fully understand and support the measures taken to protect passengers. However, there is no reason to ransack and damage personal property. TSA has approved locks for airline travel -- when a passenger goes to the expense to purchase an "approved" lock it shouldn't be missing/stolen. Airline passengers have no choice but to cooperate with the TSA and security measures. TSA should not abuse passengers or their belongings, or hire personnel who cannot respect the people or property that they are there to serve. Sincerely,
(b) (6)
Agent Notes: MISSING TSA LOCKS RESPONSE MISSING TSA LOCKS RESPONSE, Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) 2/23/2011 4:37:47 AM,(b) (6) 2/23/2011 4:38:31 AM,(b) (6) Last Update Date: Opening Agent: Opened Date: 2/23/2011 3:07:05 AM Linked Event IDs:
2/23/2011 4:38:44 AM,
Responses: Response Airport: OKCOKC Oklahoma City, OK, USA - Will Rogers World Airport, DEN Denver, CO, USA - Denver International, Airline: Subject Category: TSA Accepted Locks - Missing or Damaged - TSA Accepted Locks - Missing or Damaged Interaction Type: COMPLAINT Response Email: From: Prior Vendor To: (b) (6) Subject: Re: Baggage Inspection <<#614146-772641#>> Body: <html><head><style type="text/css">p {margin-bottom: 0; margin-top: 0;}</style></head><body bgcolor="#ffffff" style="background: #ffffff"> <font size="2"><div style="width:100%;word-wrap:break-word;font-family: Arial;color: #000000;"><P style="MARGIN: 0in 0in 0pt" class=msonormal><SPAN><FONT size=3 face=Arial,sans-serif>Thank you for your email message regarding your Transportation Security Administration (TSA) recognized lock(s).</FONT></SPAN> </P>
<P style="MARGIN: 0in 0in 0pt" class=msonormal><SPAN><FONT size=3 face=Arial,sans-serif> </FONT></SPAN> </P> <P style="MARGIN: 0in 0in 0pt" class=msonormal><SPAN><FONT size=3 face=Arial,sans-serif>TSA in cooperation with private industry, implemented the -recognized lock system to provide Transportation Security Officers (TSOs) the ability to identify, unlock, and then relock these devices.</FONT></SPAN><FONT size=3 face=Arial,sans-serif><SPAN> </SPAN><SPAN>We believe this system will avoid unnecessary damage to luggage required to be opened by the TSOs and also provide a locking mechanism to passengers who wish to keep their luggage locked during their travels.</SPAN><SPAN> </SPAN><SPAN>Unfortunately, we cannot guarantee that these locks will never be damaged or lost while both TSOs and airline employees handle checked baggage.</SPAN></FONT> </P> <P style="MARGIN: 0in 0in 0pt" class=msonormal><SPAN><FONT size=3 face=Arial,sans-serif> </FONT></SPAN> </P> <P style="MARGIN: 0in -0.25in 0pt 0in" class=msonormal><SPAN><FONT size=3 face=Arial,sans-serif>TSA has found that many locks break off in airport baggage conveyor systems.</FONT></SPAN><FONT size=3 face=Arial,sans-serif><SPAN> </SPAN><SPAN>To learn more about GÇÖs damaged locks, please visit <U><A href="http://www.tsa.gov/travelers/customer/claims/damagedlocks.shtm" shape=rect>www.tsa.gov/travelers/customer/claims/damagedlocks.shtm</A>.</U></SPAN></FONT> </P> <P style="MARGIN: 0in -0.25in 0pt 0in" class=msonormal> </P> <P><SPAN><FONT size=3 face=Arial,sans-serif>TSA assumes a very limited role with respect to checked baggage handling.</FONT></SPAN><FONT size=3 face=Arial,sans-serif><SPAN> </SPAN><SPAN>We are responsible for checked baggage from the time it is presented for screening until the time it has been cleared after screening.</SPAN><SPAN> </SPAN><SPAN>Once checked baggage has been screened and cleared, air carriers are responsible for transporting it to its final destination.</SPAN><SPAN> </SPAN><SPAN>TSA generally has no role in prioritizing, sorting, or transporting checked baggage.</SPAN><SPAN> </SPAN><SPAN>As a result, the amount of time checked baggage is under TSA control is relatively short, though it varies depending upon the operational conditions of the airport.</SPAN></FONT> </P> <P> </P> <P style="MARGIN: 0in 0in 0pt" class=msonormal><SPAN><FONT color=black size=3 face=Arial,sans-serif>You<B> </B></FONT></SPAN><FONT color=black size=3 face=Arial,sans-serif><SPAN>may wish to file a claim for your TSA-recognized locks by completing the attached Standard Form 95 (claim form).</SPAN><SPAN> </SPAN><SPAN>Claim forms are available on our website at </SPAN></FONT><SPAN><U><FONT color=#0000ff size=3 face=Arial,sansserif>www.tsa.gov.</FONT></U></SPAN><SPAN><FONT size=3 face=Arial,sans-serif> </FONT></SPAN><SPAN><FONT color=black size=3 face=Arial,sans-serif>If you decide to file a claim, it will be processed in accordance with the Federal Tort Claims Act. </FONT></SPAN></P> <P style="MARGIN: 0in 0in 0pt" class=msonormal><SPAN><FONT size=3 face=Arial,sans-serif> </FONT></SPAN> </P> <P style="MARGIN: 0in 0in 0pt" class=msonormal><SPAN><FONT size=3 face=Arial,sans-serif>We hope this information is helpful.</FONT></SPAN> </P> <P style="MARGIN: 0in 0in 0pt" class=msonormal><SPAN><FONT size=3 face=Arial,sans-serif> </FONT></SPAN> </P> <P style="MARGIN: 0in 0in 0pt" class=msonormal><SPAN><FONT size=3 face=Arial,sans-serif> </FONT></SPAN> </P></div> </font><br /> <br><br><div>--- Original Message ---<BR>From: (b) (6) <(b) (6) ><BR>Received: 2/23/11 3:07:14 AM EST<BR>To: "TSA Contact Center" <[email protected]><BR>Subject: Baggage Inspection<BR><BR>On February 21, 2011, I traveled from OKC to DEN. Arriving in Denver I found my bags had been searched. My bag had a TSA approved lock on it that was missing. I opened the bag and found that it had not been searched, it had been ransacked. The clothes were unfolded and stuffed back in, the toiletry bags (clear vinyl with zipper closings) were open and the toiletries were strewn throughout the bag with some items being broken.<BR><BR>I fully understand and support the measures taken to protect passengers. However, there is no reason to ransack and damage personal property. TSA has approved locks for airline travel -- when a passenger goes to the expense to purchase an "approved" lock it shouldn't be missing/stolen. Airline passengers have no choice but to cooperate with the TSA and security measures. TSA should not abuse passengers or their belongings, or hire personnel who cannot respect the people or property that they are there to serve.<BR><BR>Sincerely,<BR>(b) (6) <BR></div> <BR><BR>------ TCC Control Number: ------<BR><<#614146-772641#>></body></html> END RECORD
CONTACT RECORD
EID: 523032 Contact Type: Normal/General Contact Date: Jun 21 2012 11:13PM Medium: Email Contact Status: Closed Incident Date: Jun 7 2012 5:35PM Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: not provided Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: (b) (6) Subject: FW: In Response to your inquiry. Body: Please see below. Value is estimated at $130 for perfume and foundation. -----Original Message----From: (b) (6) Sent: Thursday, June 21, 2012 10:08 PM To: '[email protected]' Subject: RE: In Response to your inquiry. Importance: High Oklahoma City Not sure, but discovered June 8, when my bag was returned to me. so somewhere between June 7th 5.35p and June 8th 7a. Southwest 16 0526480659 8168853794 -----Original Message----From: [email protected] [mailto:[email protected]] Sent: Monday, June 11, 2012 4:05 PM To: (b) (6) Subject: In Response to your inquiry. Thank you for your e-mail. The Transportation Security Administration is unable to respond to your inquiry with the information you provided. If you wish to pursue your request for information, please e-mail us with a detailed explanation of the information you are seeking. You may also provide us with this information by calling the TSA Contact Center, toll-free at (866) 289-9673. If you are outside the United States or cannot use the toll-free number, please call us at (571) 227-2900. If your e-mail is related to a specific incident, please include the following details: •Specific name of the airport where the incident occurred •Date and time of incident •Airline •Gate Number •Baggage Claim Number •Contact number if one is available.
TSA Contact Center NOTICE: The information contained in this message and any attachments is privileged and confidential and therefore protected from disclosure. If the reader of this message is not the intended recipient, or an employee or agent who is responsible for delivering this message to the intended recipient, you are hereby notified that any dissemination, distribution or copying of this communication is strictly prohibited. Senture does not accept liability for changes to this message after it was sent. The views expressed in this e-mail do not necessarily reflect the views of the company. If you have received this communication in error, please notify the sender immediately by replying via e-mail to this message and deleting this information from your computer. ---------------------------------------------------------------------CONFIDENTIALITY NOTICE This message and any included attachments are from Cerner Corporation and are intended only for the addressee. The information contained in this message is confidential and may constitute inside or non-public information under international, federal, or state securities laws. Unauthorized forwarding, printing, copying, distribution, or use of such information is strictly prohibited and may be unlawful. If you are not the addressee, please promptly delete this message and notify the sender of the delivery error by e-mail or you may call Cerner's corporate offices in Kansas City, Missouri, U.S.A at (+1) (816)221-1024. Agent Notes: Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Jun 22 2012 8:22AM Opening Agent: (b) (6) Opened Date: 6/22/2012 8:19:16 AM Linked Event IDs: 505429 Responses: Response Template Name: Missing Damaged Items in Checked Luggage NOI Not Included Airport: OKC Airline: Southwest Airlines Subject Category: Mishandling of Passenger Property - Damaged/Missing Items--Checked Luggage w/out Claim Request Interaction Type: Complaint Response Email: From: (TSA Contact Center DO NOT REPLY) [email protected] To: (b) (6) Subject: In Response to your inquiry. Body: Thank you for your e-mail regarding missing and/or damaged items for your checked baggage. The Transportation Security Administration (TSA) regrets that you found items missing and/or damaged from your checked luggage. TSA is required by law to screen all property, including checked baggage, that is brought onboard commercial passenger aircraft. To ensure the security of the traveling public, it is sometimes necessary for Transportation Security Officers (TSOs) to conduct hand inspections of checked bags. TSOs receive training in the procedures to properly inspect passenger bags, and are required to exercise great care during the screening process so that when bags are opened passenger’s belongings are returned to the same condition they were found. Please note that TSA assumes a very limited role with respect to checked baggage handling. We are only responsible for checked baggage from the time it is presented for screening until the time it has been cleared of screening. Once checked baggage has been screened and cleared, airlines are responsible for transporting it to its final destination. As a result, the amount of time checked baggage is under TSA control is relatively short. Many airports have automated in-line baggage screening systems which can screen and clear a bag remotely, resulting in no physical inspection at all. However, if a TSO needs to open and search a checked bag, the TSO will place a Notice of Inspection (NOI) inside the bag to alert the passenger that his or her bag was searched by TSA. Additionally, the NOI contains instructions on what to do if the passenger has a complaint. The lack of an NOI suggests that TSA might have never physically opened a passenger’s luggage. TSA encourages travelers to pack valuables including jewelry, electronics, money, and fragile items in their carry-on baggage and not in their checked baggage. Passengers are allowed one carry-on in addition to one personal item, such as a laptop computer, purse, small backpack, briefcase, or camera case. This information, along with addition travel tips, is found on the TSA Web site at www.tsa.gov.
We hope this information is helpful. TSA Contact Center
END RECORD
CONTACT RECORD
EID: 524070 Contact Type: Normal/General Contact Date: Jun 22 2012 3:26PM Medium: Email Contact Status: Closed Incident Date: Jun 22 2012 7:55AM Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Not Provided Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: (b) (6) Subject: TSA Contact Us: Complaints Body: THIS GENERATED EMAIL HAS BEEN SENT FROM http://www.tsa.gov/contact/index.shtm -----------------------------------------------------------------------------------------------------------Remote Client IP: (b) (6) Date Time: 6/22/2012 3:26:06 PM ------------------------------------------------------------------------------------------------------------
Name: (b) (6) Email:(b) (6) Complaints:Inconsistent Screening (Different Practices between Airports) Flight Info (If applicable. Enter Flight#/Airline/Terminal/Airport/Gate/Etc):Southwest Flight 2146, departing OKC at 0755cdt on Friday, June 22, 2012. Comments:I am a reservations agent with Southwest Airlines. This morning I flew out of the OKC airport. I presented my employee id. I was informed that I had to have a boarding pass. For the past 10 years I have been allowed through security with my employee id. I flew last weekend out of both OKC and ELP. At both airports all I had to present was my employee identification. The agent checking identification and boarding passes advised me the rules had changed. When did they change? Not everyone who works for an airline wears a uniform. Not everyone who works for an airline is a crew member. When did the rules change? Why weren't we informed that our identification was no longer acceptable? Whenever Southwest changes a policy our customers are given a minimum of one month notice. Nothing has been said to us about needing a boarding pass as well as our company id. I would appreciate clarification. Agent Notes: Supervisor (b) (6) sending the record to the CSM at Will Rogers Airport for review 06/22/2012 Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Jun 22 2012 6:29PM Opening Agent: (b) (6) Opened Date: 6/22/2012 5:57:00 PM Linked Event IDs: Responses: Response Template Name: Complaint—Customer Service Manager Airport: OKC Airline: Southwest Airlines Subject Category: Customer Service - TSO
Interaction Type: Complaint Response Email: From: (TSA Contact Center DO NOT REPLY) [email protected] To: (b) (6) Subject: In Response to your inquiry. Body: Thank you for your e-mail regarding your recent travel experience. Because your complaint concerns security screening at a specific airport, we have forwarded a copy of your e-mail to the Customer Service Manager at that airport. TSA monitors the number and nature of complaints we receive to track trends and spot areas of concern that may require special attention. This ongoing process enables us to ensure prompt, corrective action whenever we determine that security-screening policies need modification or specific employees or screener teams are the subjects of repeated complaints.
We hope this information is helpful. TSA Contact Center END RECORD
CONTACT RECORD
EID: 52958 Contact Type: Normal/General Contact Date: Apr 18 2011 4:21PM Medium: Inbound Call Contact Status: Closed Incident Date: Apr 17 2011 7:00AM Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: (b) (6) Subject: Claim- Website Body: Person is now missing some jewelry and a cell phone charger after receiving their checked luggage at the destination airport. There was not a NOI on this person's baggage.
Agent Notes: CCR was going to forward this to the CSM, but then realized there was no notice of inspection on the caller's baggage. Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Apr 18 2011 4:31PM Opening Agent:(b) (6) Opened Date: 4/18/2011 4:31:03 PM Linked Event IDs: Responses: Response Template Name: General Complaint w/ Claims Response Airport: OKC Airline: Subject Category: Claim Form Requests - Website Interaction Type: Complaint Response Email: END RECORD
CONTACT RECORD
EID: 536406 Contact Type: Normal/General Contact Date: Jun 30 2012 7:48PM Medium: Inbound Call Contact Status: Closed Incident Date: Jun 30 2012 5:30AM Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: Subject: Damaged Items Body: Caller stated that he traveled all the time, but this time his luggage was destroyed, shaving cream was smashed, metal stands are ruined, slacks are slashed and clothes are all wadded up. Caller stated that a NOI was inside and also provided additional information such as flight information, United Airlines, departing at 5:30 am, with baggage claim number as UA4016634381. Caller also stated that he was flying from BOS to ORD to OKC. **Caller stated that he would download the form from our website.** Advised caller: We regret that you were unsatisfied with the manner in which your bags were handled. You may wish to file a claim for missing and or damaged items by completing a Standard Form 95 (claim form). A claim form will be sent to you within 24 hours of this response. Claim forms are also available on our Web site at www.tsa.gov. Because the complaint concerns security screening at a specific airport, we have forwarded a copy of this e-mail to the Customer Service Manager (CSM) at that location.
Agent Notes: Sent to the CSM at Will Rogers by (b) (6) on June 30, 2012. Follow Up: TSA-OKC would not have handled this passenger's bag based on the information contained in the attachment. Recommend redirection to BOS or aircraft operator.
(b) (6)
TSA SHM/CSQIM/ICMS Coordinator Will Rogers World Airport -OKC Lawton/Ft. Sill Regional Airport - LAW Office: 405-702(b) (6) Cell: (b) (6) "Fall down seven times, get up eight." - Japanese proverb Questions and Comments? Visit: TSA.gov, Evolution of Security Blog, Got Feedback?
-----Original Message----From: [email protected] [mailto:[email protected]] Sent: Saturday, June 30, 2012 7:24 PM To: (b) (6) Subject: The following event #536406 should be reviewed.
The customers information has been attached to this email.
Customer Service Manager: The following e-mail is being forwarded to you for review from the TCC. Please contact the traveler to resolve the issues addressed in their e-mail message included below. Also, please reply to the message that was forwarded to you and describe the resolution that you provided. This will send the traveler’s original message and your response to TCC Supervisors so they may update and close the record accordingly. If the file is password-protected, then please use the CSM password (located on the OSO Trusted Source Site) to open the file. Thank you, TSA Contact Center Representative NOTICE: The information contained in this message and any attachments is privileged and confidential and therefore protected from disclosure. If the reader of this message is not the intended recipient, or an employee or agent who is responsible for delivering this message to the intended recipient, you are hereby notified that any dissemination, distribution or copying of this communication is strictly prohibited. Senture does not accept liability for changes to this message after it was sent. The views expressed in this e-mail do not necessarily reflect the views of the company. If you have received this communication in error, please notify the sender immediately by replying via e-mail to this message and deleting this information from your computer. To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Jul 3 2012 7:16PM Opening Agent: (b) (6) Opened Date: 6/30/2012 7:48:56 PM Linked Event IDs: Responses: Response Template Name: Missing Damaged Items in Checked Bags NOI Included and Claim Info Airport: OKC Airline: United Airlines Subject Category: Mishandling of Passenger Property - Damaged/Missing Items--Checked Luggage w/out Claim Request Interaction Type: Complaint Response Email: END RECORD
CONTACT RECORD
EID: 542752 Contact Type: Normal/General Contact Date: Jul 5 2012 2:43PM Medium: Email Contact Status: Closed Incident Date: Contact Prefix: Contact First Name:(b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Not Provided Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: (b) (6) Subject: TSA Contact Us: Complaints Body: THIS GENERATED EMAIL HAS BEEN SENT FROM http://www.tsa.gov/contact/index.shtm -----------------------------------------------------------------------------------------------------------Remote Client IP: (b) (6) Date Time: 7/5/2012 2:43:23 PM ------------------------------------------------------------------------------------------------------------
Name: (b) (6) Email: (b) (6) Complaints:Discourteous/Rude Employee Flight Info (If applicable. Enter Flight#/Airline/Terminal/Airport/Gate/Etc):Will rogers world airport security point next to gate 24 Comments:I was sitting.near the security check point and overheard some comments made in extremely poor taste. Unfortunately I do not know the names of the agents however one was a large male with (b) (6) and (b) (6) another was a short male with (b) (6) (b) (6) and a (b) (6) wearing what looks like an OU watch. The comments made were in reference to which women they enjoyed patting down. They also stated they didn't care how old a child was they were going to search anyways because it was fun. One of them stated they really enjoyed searching older women in wheelchairs. There is a chance these comments were heard out of context, however TSA is a federal agency and the public expexts them to act in a professional manner. These were not professional ls working at the check point; they were more like adolescents who had been given the keys to the liquor cabinet. TSA's reputation has been severly tarnished over the last few years. Agents such as the ones I witnessed are doing nothing to better the reputation. When one works in a security capacity maturity is a must. These agents were not only unprofessional but immature and blatantly crude in front of the public. I have never before heard such comments made by security regarding children and the elderly. Agent Notes: Sending to the CSM at Will Rogers for review and notification. (b) (6) TCC Supervisor 7-5-12 Follow Up: All agents are being briefed to remind them to take care with their conversations in public areas and reminded that they are representing our Federal Government. The two officers have been identified and counseled. I have contacted the passenger via e-mail.
(b) (6)
TSA SHM/CSQIM/ICMS Coordinator Will Rogers World Airport -OKC Lawton/Ft. Sill Regional Airport - LAW Office: 405-702-(b) (6) Cell: (b) (6) "Fall down seven times, get up eight." - Japanese proverb Questions and Comments? Visit: TSA.gov, Evolution of Security Blog, Got Feedback?
-----Original Message----From: [email protected] [mailto:[email protected]] Sent: Thursday, July 05, 2012 4:43 PM To: (b) (6) Subject: The following event #542752 should be reviewed. The customers information has been attached to this email.
Customer Service Manager: The following e-mail is being forwarded to you for review from the TCC. Please contact the traveler to resolve the issues addressed in their e-mail message included below. Also, please reply to the message that was forwarded to you and describe the resolution that you provided. This will send the traveler’s original message and your response to TCC Supervisors so they may update and close the record accordingly. If the file is password-protected, then please use the CSM password (located on the OSO Trusted Source Site) to open the file. Thank you, TSA Contact Center Representative NOTICE: The information contained in this message and any attachments is privileged and confidential and therefore protected from disclosure. If the reader of this message is not the intended recipient, or an employee or agent who is responsible for delivering this message to the intended recipient, you are hereby notified that any dissemination, distribution or copying of this communication is strictly prohibited. Senture does not accept liability for changes to this message after it was sent. The views expressed in this e-mail do not necessarily reflect the views of the company. If you have received this communication in error, please notify the sender immediately by replying via e-mail to this message and deleting this information from your computer. To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Jul 6 2012 3:10PM Opening Agent: (b) (6) Opened Date: 7/5/2012 5:26:32 PM Linked Event IDs: Responses: Response Template Name: TCC Screener Rudeness Airport: OKC Airline: Subject Category: Customer Service - TSO Interaction Type: Complaint Response Email: From: (TSA Contact Center DO NOT REPLY) [email protected] To: (b) (6) Subject: In Response to your inquiry. Body: Thank you for your e-mail regarding the rude behavior you experienced from a Transportation Security Officer (TSO). The Transportation Security Administration (TSA) regrets any unprofessional treatment you may have experienced. TSA seeks to provide a high level of security and customer service to all passengers who pass through our screening checkpoints. Every person and item must be screened before entering the secured area, and the way the screening is conducted is important. Our policies and procedures focus on ensuring that all passengers are treated with dignity, respect, and courtesy. Please be advised that a passenger can always request to speak with the Supervisory Transportation Security Officer at the checkpoint to address any complaint regarding screening procedures. Additionally, a passenger may register a concern or complaint with security through the TSA Customer Service Manager at each airport. The “Talk to TSA” section of the TSA Web site (https://apps.tsa.dhs.gov/talktotsa/) offers passengers the ability to send complaints directly to the Customer Service Manager by clicking on the map and selecting the correct airport. Because your complaint concerns an incident that occurred at a specific airport we have forwarded a copy of your letter to the appropriate Customer Service Manager. We hope this information is helpful.
TSA Contact Center END RECORD
CONTACT RECORD
EID: 58128 Contact Type: Fulfillment Contact Date: Apr 23 2011 3:17PM Medium: Email Contact Status: Closed Incident Date: Apr 18 2011 12:00AM Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: (b) (6) Subject: TSA Contact Us: Complaints Body: THIS GENERATED EMAIL HAS BEEN SENT FROM http://www.tsa.gov/contact/index.shtm -----------------------------------------------------------------------------------------------------------Remote Client IP: (b) (6) Date Time: 4/23/2011 3:17:24 PM ------------------------------------------------------------------------------------------------------------
Name: (b) (6) Email: (b) (6) Complaints:TSA Accepted Locks - Missing or Damaged Flight Info (If applicable. Enter Flight#/Airline/Terminal/Airport/Gate/Etc):AA3793/AA425 OKC-ORD-SEA 4/18/2011 Comments:My TSA lock was missing. Since the claims process is about as long as possible so much for a $10 lock. Thank you for nothing. Agent Notes: Filled via email 4/25/11 Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Aug 22 2011 6:38PM Opening Agent: (b) (6) Opened Date: 8/14/2011 12:12:05 PM Linked Event IDs: Responses: Response Template Name: Missing TSA Lock Response Airport: OKC Airline: American Airlines Subject Category: TSA Accepted Locks - Missing or Damaged Interaction Type: Complaint Response Email: From: (TSA Contact Center DO NOT REPLY) [email protected] To: (b) (6) Subject: In Response to your inquiry. Body: Thank you for your email message expressing your concern regarding your missing Transportation Security Administration (TSA) recognized lock(s).
TSA in cooperation with private industry, implemented the TSA-recognized lock system to provide Transportation Security Officers (TSOs) the ability to identify, unlock, and then relock these devices. We believe this system will avoid unnecessary damage to luggage required to be opened by the TSOs and also provide a locking mechanism to passengers who wish to keep their luggage locked during their travels. Unfortunately, we cannot guarantee that these locks will never be damaged or lost while both TSOs and airline employees handle checked baggage. TSA has found that many locks break off in airport baggage conveyor systems. To learn more about TSA's damaged locks, please visit www.tsa.gov/travelers/customer/claims/damagedlocks.shtm. TSA assumes a very limited role with respect to checked baggage handling. We are responsible for checked baggage from the time it is presented for screening until the time it has been cleared after screening. Once checked baggage has been screened and cleared, air carriers are responsible for transporting it to its final destination. TSA generally has no role in prioritizing, sorting, or transporting checked baggage. As a result, the amount of time checked baggage is under TSA control is relatively short, though it varies depending upon the operational conditions of the airport. You may wish to file a claim for your TSA-recognized locks by completing the attached Standard Form 95 (claim form). Claim forms are available on our website at www.tsa.gov. If you decide to file a claim, it will be processed in accordance with the Federal Tort Claims Act.
We hope this information is helpful.
TSA Contact Center END RECORD
CONTACT RECORD
EID: 7242 Contact Type: Fulfillment Contact Date: Mar 2 2011 1:02PM Medium: Email Contact Status: Closed Incident Date: Mar 1 2011 12:00AM Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: (b) (6) Subject: Lost Item Body: To Whom it may concern, I flew in last night from Oklahoma City to Denver and when my luggage came out on the carousel part of the zipper was undone and one of my blouses was hanging half way out of my luggage!! I travel 75% of my time and this is not the first incident but it is the first time I am reporting an issue formally. I do NOT have my silver necklace which I placed inside my shoe inside my show travel bag!!! I am livid. occurred in Oklahoma City. Obviously this must have
I want to know what type of action is going to be taken and why this is even allowed to occur. In the past due to mishandling of my possessions by TSA I lost a valuable earring which I never reported. You cannot replace these types of objects since they were one of a kind and made by a local artist in Park City, Utah. I really do want someone to follow up on this for me.
(b) (6)
Agent Notes: Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Aug 22 2011 6:38PM Opening Agent: (b) (6) Opened Date: 8/14/2011 11:11:42 AM Linked Event IDs: Responses: Response Template Name: Retrieve Items and Claims Response Airport: OKC Airline: Subject Category: Lost and Found - TSA Interaction Type: Complaint -- Procedures Response Template Name: General Complaint & Falling Short of Standard Response Airport: Airline: Subject Category: Screening - Secondary Interaction Type: Complaint -- Procedures
Response Email: From: (TSA Contact Center DO NOT REPLY) [email protected] To: (b) (6) Subject: In Response to your inquiry. Body: Thank you for your electronic mail message. We are sorry you were unhappy with your recent travel experience and hope that the following information will be helpful. One of our key objectives has been to ensure that all passengers consistently receive professional and courteous checkpoint processing while maintaining our high level of security. Along with expanded training on the enhanced security procedures, each Federal airport screener receives training on professional and courteous conduct to make the process run smoothly and reduce the inconvenience to the public. Enhanced security measures require that all checked baggage undergo some form of screening for prohibited items. A variety of security measures are applied to the baggage and/or persons of passengers selected through the screening process, including random searches. Physical search of the luggage is required to clear every alarm. TSA screeners should exercise great care during the screening process to ensure that passengers' belongings are returned and not damaged when a bag needs to be opened. Unfortunately, on some occasions the screening process may fall short of our established standard. We apologize if these high standards were not met. We monitor the number and nature of complaints we receive to track trends and spot areas of concern that may require special attention. This ongoing process will enable us to ensure prompt, corrective action whenever we determine that security-screening policies need modification or specific employees or screener teams are the subjects of repeated complaints. We appreciate your taking the time to share your thoughts and concerns with us.
Each airport establishes procedures for handling lost and found items. The Transportation Security Administration (TSA) follows those procedures where they exist. The airports in those instances are responsible for holding and disposing items under applicable local laws. Items, such as locks, tags, straps, and other external luggage pieces, are often lost or damaged as the baggage goes through the baggage handling equipment and may or may not have been found by airline/airport personnel. In an airport where no policy exists, found articles are collected, stored, and disposed of under General Services Administration rules. TSA is unable to identify and return all items, but may be able to locate and return items on a case-by-case basis. We suggest you contact the airport where your items were confiscated or lost. We work very hard to achieve consistency in the security processes. As we inspect screening operations at airports and receive feedback from the traveling public, we address inconsistencies and ensure corrective actions are taken, when necessary. We will continue to do all that we can to inspect screening operations and provide written procedures and training to specify how the process is to be applied. To file a claim, fill out the attached Standard Form 95 (claim form) in accordance with the instructions, and return it to the address in box #1. Please be sure to follow the instructions carefully, and to fill out the claim form completely. While use of the form is not mandatory, it will help you ensure that you meet the legal requirements for filing a claim. If you decide to file a claim, it will be processed in accordance with the Federal Tort Claims Act. Once the Claims Management Office has received your claim form, you will be sent a letter of acknowledgement and a claim number. You should keep the claim number for future reference when inquiring about your claim. TSA will try to resolve your claim as quickly as possible, but it may need time to make a further investigation of the facts. If TSA denies your claim, or has not finally resolved it within 6 months after you have filed it, you may have a right to bring your claim to court. You can also access claim forms online at the TSA's Claims Management Office's website at www.tsa.gov/travelers/customer/claims/index.shtm. This website also has information related to filing a claim, checking the status of a claim, and other claim-related issues. You can also access this website by clicking on the Claims Management Office link in the “Resource Center” on TSA's homepage at www.tsa.gov. If you have additional questions related to the claims process, please contact the Claims Management Office at [email protected].
TSA Contact Center END RECORD
CONTACT RECORD
EID: 73469 Contact Type: Normal/General Contact Date: May 10 2011 9:21AM Medium: Inbound Call Contact Status: Closed Incident Date: May 6 2011 12:00AM Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: refused Subject: Missing Keys Body: Caller s luggage was screened at OK City airport and his work keys are missing out of his checked luggage. There was a NOI inside the luggage. I advised the caller that he will be able to call the lost and found at the airport to see if the keys have been found and if not I could send him a claims form to get reembursed for the missing items. Caller stated that he did not want to file a claim. Oklahoma City Oklahoma City Will Rogers World Airport 405-702-7501
Agent Notes: Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: May 10 2011 9:29AM Opening Agent: (b) (6) Opened Date: 5/10/2011 9:29:34 AM Linked Event IDs: Responses: Response Template Name: Complaints Response Airport: OKC Airline: Subject Category: Mishandling of Passenger Property - Missing Items- Checked Baggage Interaction Type: Complaint Response Email: END RECORD
CONTACT RECORD
EID: 80255 Contact Type: Normal/General Contact Date: May 16 2011 3:54PM Medium: Inbound Call Contact Status: Closed Incident Date: May 14 2011 5:30AM Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: refused Subject: civil rights violation Body: Caller is very upset because his wife was chosen for a pat down becase of CAPPS. When she went for the pat down he said no you are not touching my wife. She did consent for the patdown . He says this is a violation of her constitutional rights. Advised caller to call the office of Civil Rights and Liberties. They were at Will Rogers World Airport
The Fourth Amendment prohibits the Government from conducting unreasonable searches and seizures of people, places, and things. Courts have held that the search conducted in the airport screening context is reasonable Agent Notes: Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: May 16 2011 4:18PM Opening Agent: (b) (6) Opened Date: 5/16/2011 4:18:56 PM Linked Event IDs: Responses: Response Template Name: Civil Rights Complaint Discrimination—Response to General Public Airport: OKC Airline: Frontier Airlines Subject Category: Civil Rights - Perceived Discrimination Interaction Type: Complaint Response Template Name: Search and Seizure Response Airport: OKC Airline: Frontier Airlines Subject Category: Civil Rights - Constitutional Rights Interaction Type: Complaint Response Template Name: Reasons for Secondary Screening Airport: OKC Airline: Frontier Airlines Subject Category: Screening - Secondary Interaction Type: Information Response
Template Name: Screening—Passenger Refuses Screening Airport: Airline: Subject Category: Screening - Secondary Interaction Type: Information Response Email: END RECORD
CONTACT RECORD
EID: 81967 Contact Type: Fulfillment Contact Date: May 18 2011 12:10AM Medium: Email Contact Status: Closed Incident Date: May 9 2011 12:00AM Contact Prefix: Contact First Name: (b) (6) Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: (b) (6) Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: (b) (6) Subject: DISAPPEARING CAMERA Body: I recently traveled through Will Rogers Airport. On Monday May 9th , I left Oklahoma to go home back to Florida. I had BOTH my bags searched THOROUGHLY. Two different people searched & some took items to rescan etc. When I got home & unpacked my bags I discovered my purple Tinker Bell bag that had my FUJIFILM FinePix Z20FD 10MP Digital Camera was NOT in my bag. I have contacted Continental in case it came out of my back pack when it was put in the first class overbin. I have contacted (b) (6) on Wed. May 11th. She said she would return my phone call on Thurs. after she did some checking. I got NO return phone call. I have called & left messages Fri., Mon. & Tues. and NO return call. I was sharing this UNFORTUNATE situation with my brother & he told me of some OKC TSA with STICKY FINGERS. My Dad had passed & I was distraught & bringing precious items home. This is the LAST situation I expected to encounter from my fellow Okies. :0( I would appreciate some resolution to this. Thank you kindly for your time & consideration.
(b) (6) (b) (6)
Agent Notes: Claim forms sent on 5/18/11 BA Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Aug 22 2011 6:38PM Opening Agent: (b) (6) Opened Date: 8/14/2011 12:31:39 PM Linked Event IDs: Responses: Response Template Name: Accusation of Theft and Lack of NOI - Checked Luggage Airport: OKC Airline: Subject Category: Mishandling of Passenger Property - Missing Items- Checked Baggage Interaction Type: Complaint Response Email: From: (TSA Contact Center DO NOT REPLY) [email protected] To: (b) (6) Subject: In Response to your inquiry. Body: Thank you for your e-mail regarding missing and or damaged items for your checked baggage. The Transportation Security Administration (TSA) regrets that you found items missing and or damaged from your checked luggage. TSA is required by law to screen all property, including checked baggage, that is brought onboard commercial passenger aircraft. To ensure the security of the traveling public, it is sometimes necessary for Transportation Security Officers (TSOs) to conduct hand
inspections of checked bags. TSOs receive training in the procedures to properly inspect passenger bags, and are required to exercise great care during the screening process so that when bags are opened passenger’s belongings are returned to the same condition they were found. If a TSO needs to open and search a checked bag, the TSO will place a Notice of Inspection (NOI) inside the bag to alert the passenger that his or her bag was searched by TSA. Additionally, the NOI contains instructions on what to do if the passenger has a complaint. The lack of an NOI suggests that TSA might have never physically opened a passenger’s luggage. Nonetheless, you may wish to file a claim for his her missing items by completing the enclosed Standard Form 95 (claim form). Claim forms are also available on our Web site at www.tsa.gov. If you decide to file a claim, it will be processed in accordance with the Federal Tort Claims Act. Please note that TSA assumes a very limited role with respect to checked baggage handling. We are only responsible for checked baggage from the time it is presented for screening until the time it has been cleared of screening. Once checked baggage has been screened and cleared, airlines are responsible for transporting it to its final destination. As a result, the amount of time checked baggage is under TSA control is relatively short. TSA encourages travelers to pack valuables including jewelry, electronics, money, and fragile items in their carry-on baggage and not in their checked baggage. Passengers are allowed one carry-on in addition to one personal item, such as a laptop computer, purse, small backpack, briefcase, or camera case. This information, along with addition travel tips, is found on the TSA Web site. TSA works very hard to achieve consistency in its security screening process, and we monitor the number and nature of complaints we receive to track trends and spot areas of concern that may require special attention. This ongoing process enables us to ensure prompt corrective action whenever we determine that security screening policies need modification or specific employees or TSO teams are the subjects of repeated complaints.
We hope this information is helpful.
TSA Contact Center END RECORD
CONTACT RECORD
EID: 93617 Contact Type: Normal/General Contact Date: May 30 2011 12:49PM Medium: Email Contact Status: Closed Incident Date: Contact Prefix: (b) (6) Contact First Name: Contact Middle Initial: Contact Last Name: (b) (6) Contact Suffix: Contact Address 1: Contact Address 2: Contact City: Contact State: Contact Zip: Contact Country: Contact Phone: None Contact Fax: Fulfillment Sent: Mail Return Date: Contact Email: (b) (6) Subject: Re: In Response to your inquiry. Body: Thank you for your response. Airports involved were Will Rogers World Airport in Oklahoma City, OK (OKC), Salt Lake City (SLC), UT, and Eugene, Oregon. My departure flights were: 12 May 2011, 0615am Delta #4501 OKC - SLC and 1130am Delta #4680 SLC - Eugene My return flights were: 24 May 2011, 0615am Delta #4681 Eugene - SLC and 0950am Delta #4692 SLC - OKC Upon arrival in Eugene on 12 May I found my TSA lock had been removed. There was no notification placed in my luggage of any inspection. There was nothing missing. Upon arrival in OKC on 24 May I found my TSA lock had been removed and placed in another location. Again, there was no notification of inspection placed inside my luggage. There was nothing missing. If a TSA agent unlocks my luggage for inspection, then he should place a notification of inspection inside my bag and then he should RELOCK the luggage! This is your standard practice but it was not accomplished during my journey. This is my primary complaint! Please let the TSA departments in OKC, SLC, and Eugene know that proper procedures were not followed. Thank you for your assistance...if you need further info, please contact me via email.
(b) (6)
-----Original Message----From: [email protected] Sent: Monday, May 30, 2011 8:34 AM To: (b) (6) Subject: In Response to your inquiry. Thank you for your e-mail message. We appreciate that you took the time to share this information with us. So that we may forward your e-mail to the appropriate office for action, please provide us with the following specific details: • Specific name of the airport where the incident occurred • Date and time of incident • Airline • Contact number if one is available. You can also provide us with this information by calling the TSA Contact Center, toll-free at (866) 289-9673. If you are outside the United
States and cannot use the toll-free number, please call us at (571) 227-2900. TSA monitors the number and nature of complaints it receives to track trends and spot areas of concern that may require special attention. This ongoing process enables us to ensure prompt, corrective action whenever we determine that security screening policies need modification or specific employees or screener teams are the subjects of repeated complaints.
The Transportation Security Administration (TSA) is required by law to screen all property, including checked baggage that is loaded onboard commercial passenger aircraft. To ensure the security of the traveling public, it is sometimes necessary for Transportation Security Officers (TSOs) to conduct hand inspections of checked bags. TSOs receive training in the procedures to properly inspect passenger bags and are required to exercise great care during the screening process so that when bags are opened a passenger’s belongings are returned to the same condition they were found. We regret that you were unsatisfied with your screening experience. If a TSO needs to open and search a checked bag, the TSO will place a Notice of Inspection (NOI) inside the bag to alert the passenger that his or her bag was searched by TSA. Additionally, the NOI contains instructions on what to do if the passenger has a complaint. You may wish to file a claim for any missing or damaged property by completing the enclosed Standard Form 95 (claim form). Claim forms are also available on our Web site at www.tsa.gov. If you decide to file a claim, it will be processed in accordance with the Federal Tort Claims Act. Please note that TSA assumes a very limited role with respect to checked baggage handling. We are only responsible for checked baggage from the time it is presented for screening until the time it has been cleared of screening. Once checked baggage has been screened and cleared, airlines are responsible for transporting it to its final destination. As a result, the amount of time checked baggage is under TSA control is relatively short. TSA encourages travelers to pack valuables including jewelry, electronics, money, and fragile items in their carry-on baggage and not in their checked baggage. Passengers are allowed one carry-on in addition to one personal item, such as a laptop computer, purse, small backpack, briefcase, or camera case. This information, along with addition travel tips, is found on the TSA Web site.
We hope this information is helpful. TSA Contact Center
NOTICE: The information contained in this message and any attachments is privileged and confidential and therefore protected from disclosure. If the reader of this message is not the intended recipient, or an employee or agent who is responsible for delivering this message to the intended recipient, you are hereby notified that any dissemination, distribution or copying of this communication is strictly prohibited. Senture does not accept liability for changes to this message after it was sent. The views expressed in this e-mail do not necessarily reflect the views of the company. If you have received this communication in error, please notify the sender immediately by replying via e-mail to this message and deleting this information from your computer.
Agent Notes: Follow Up: To TSOC Date: From TSOC Date: Last Updated By: (b) (6) Last Update Date: Aug 14 2011 12:39PM Opening Agent: (b) (6) Opened Date: 5/30/2011 4:05:52 PM Linked Event IDs: Responses: Response Template Name: TSOs Should Include Name and Badge Info on NOI Airport: OKC Airline: Subject Category: TSA Accepted Locks - Missing or Damaged Interaction Type: Complaint Response Email: From: (TSA Contact Center DO NOT REPLY) [email protected] To: (b) (6)
Subject: In Response to your inquiry. Body: Thank you for your e-mail suggesting that Transportation Security Officers (TSOs) include their name and badge number on Notice of Inspections (NOIs).
Enhanced security measures require TSOs to screen all checked baggage for prohibited items, and TSOs may need to physically search a bag if it sounds an alarm. TSOs are required to exercise great care during the screening process so that when bags are opened a passenger’s belongings are returned in the same condition they were found. If a TSO needs to open and search a checked bag, the TSO will place an NOI inside the bag to alert the passenger that his or her bag was searched by TSA. Additionally, the NOI contains instructions on what to do if the passenger has a complaint. Currently, TSOs are not required to include their name or badge number on an NOI. We encourage travelers to pack valuables including jewelry, electronics, medication, and fragile items in their carry-on baggage and not in their checked baggage. Passengers are allowed one carry-on item in addition to one personal item, such as a laptop computer, purse, small backpack, briefcase, or camera case.
We hope this information is helpful. TSA Contact Center END RECORD
