TSA officer from DCA honored as one of the top providers of customer service

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Local Press Release
Thursday, September 17, 2015

WASHINGTON - Seven Transportation Security Administration officers of a workforce of approximately 45,000 officers were recently honored by the agency’s Office of Civil Rights and Liberties, Ombudsman and Traveler Engagement for their outstanding customer support skills at their airports, including a TSA officer from Ronald Reagan Washington National Airport.

All seven officers volunteer to serve as passenger support specialists, assisting passengers who often have special needs when they go through the security screening process. Each of the officers was nominated by their peers and airport leadership.

Ronald Reagan Washington National Airport Transportation Security Officer Madeline Naill is known for possessing a natural talent for communicating with travelers. She is recognized by her colleagues for her commitment to fairness and cultural sensitivity, a commitment that was undoubtedly sharpened through her experience living abroad in the Middle East, Europe and the Caribbean. She has more than 18 years of experience in the customer service field.

Ms. Naill has extensive language skills. In addition to English, she is also proficient in Spanish, Greek and Arabic. She has received accolades from the traveling public and many kudos from her supervisors and peers for her outstanding professionalism.

Travelers requiring special accommodations or who have concerns about the security screening process at the airport may ask a TSA officer or supervisor for a passenger support specialist who can provide on-the-spot assistance by requesting it in advance by contacting TSA Cares. TSA Cares is a helpline that provides travelers with disabilities, medical conditions and other special circumstances additional assistance during the security screening process. Travelers may call TSA Cares toll free at 1-855-787-2227 prior to traveling with questions about screening policies, procedures and what to expect at the security checkpoint.

In addition to Ms. Naill, other award winners included Transportation Security Officer Paula Carter from Buffalo Niagara International Airport; Supervisory Transportation Security Officer Eric Talley from Birmingham Shuttlesworth International Airport; Transportation Security Officer Sangtawan “Tawan” Bernkopf from Portland International Airport; Transportation Security Officer Eric Stenger from Gulfport-Biloxi International Airport; Supervisory Transportation Security Officer Michelle Joy Maderas from Norman Y. Mineta San Jose International Airport; and Supervisory Transportation Security Officer Brian Pranke from Dane County Regional Airport.