CNN: How much do we really hate the TSA?

Mike · Jun 2, 2012

CNN: How much do we really hate the TSA?

Travel industry watchers say the mood toward the TSA isn't at its worst right now, but it's at risk of getting there. Ten years since the agency's creation -- and nearly 11 since the last major act of terrorism aboard a U.S. plane -- travelers still detest the TSA.

...

Perhaps the most maligned parts of TSA security often get the lowest number of complaints. Screening procedures drew 1,960 complaints since January 2010, and security checkpoint processing time got 2,484 complaints since then.

Travelers' stuff, it turns out, is the source of most complaints.

Since the start of 2010, the highest number of complaints -- 18,196 -- related to damage claims for checked bags, problems for which airlines and the TSA share liability. (It's also the area that experienced the biggest decreases in recent complaint tallies.) In second place, at 10,187, were complaints about treatment of personal property at security checkpoints.

The mood toward the TSA isn't good, but it was worse in late 2010, when the TSA began to deploy full-body scanners and pat-downs in airports, said National Geographic Traveler's ombudsman and consumer advocate, Christopher Elliott.

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Fliers weren't happy then, Elliott said, and he thinks the tension is bubbling again.

"People trust them until something happens, until they get a screener that makes them take their pants off or frisks them in a way they think is too invasive," he said. The TSA is "under pressure from Congress to do more with less. There are questions about the safety of the body scanners. There have been numerous misunderstandings between passengers and the (screeners). All those things add up."
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Let it bubble!

Mike · Jun 2, 2012

I missed the byline on this earlier -- it's a WSJ piece, now picked by the Iranian Press TV ...

Caradoc · Jun 3, 2012

Security technologist Bruce Schneier: "I believe the TSA is having a credibility problem"
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I believe Bruce Schneier has become a master of understatement.

Lisa Simeone · Jun 3, 2012

Travelers' stuff, it turns out, is the source of most complaints.
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Of course. Sorry to say it, but just like Americans: "Grope me, abuse me, molest my children, but don't touch my stuff! Don't cost me money!"

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CNN: How much do we really hate the TSA?

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