TSA addresses GAO report and recommendations for passenger feedback

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National Press Release
Monday, December 3, 2012

WASHINGTON – The Transportation Security Administration (TSA) has taken steps to complete efforts to meet the recommendations set forth in a recent report from the Government Accountability Office (GAO) entitled “Transportation Security Administration Could Improve Complaint Process.

The report contained recommendations for TSA, aimed at streamlining the existing processes by which the agency receives positive and negative feedback from the public. They include establishing a consistent policy for receiving complaints, a process to systematically analyze information on complaints from all mechanisms and a policy for informing passengers about the screening complaint processes and mechanisms to share best practices among airports. TSA concurred with each recommendation from GAO.

“TSA is committed to ensuring all travelers have consistent, quality methods of reaching TSA and providing direct feedback,” said TSA Administrator John S. Pistole. “We appreciate GAO’s review of this important topic and anticipate completing the recommendations in early 2013.”

TSA screens approximately 1.8 million travelers each day, and of those, just .01 percent of travelers file a complaint with the agency.

Travelers can reach TSA through the TSA Contact Center at 1-866-289-9673 and TSA-ContactCenter@dhs.gov and also by visiting the TSA website. For additional information about providing feedback to TSA, please click here. Last year, TSA launched TSA Cares, a helpline designed to assist travelers with disabilities and medical conditions. Individuals in need of assistance can call 1-855-787-2227 prior to travel.