Here’s a something positive to say about the TSA:   They are quick to respond when a situation is documented and presented to them.  At least in this case. 

Yesterday I posted an occurrence I witnessed in July, in which a female TSA agent swabbed the face of a disabled child.  I don’t believe the agent intentionally acted inappropriate or abusive in any way, but I didn’t feel the actions were professional.  I sent my story to the TSA blog.  By day’s end I received two responses from two different offices, both officials providing me their full names and contact information.

Within two hours Bob from TSA Public Affairs responded to my post and suggested I send this in via the TSA feedback form.   I did so, and sent him a thank you note for the quick response adding via email:

I’m not as concerned about this one specific event, (which I do feel was inappropriate,) as I am about the overall training.  Again I feel this is a continuity issue.  Policies different (SIC on me) throughout different airports and checkpoints, and I have a feeling another TSO would never have been compelled to rub a child’s face.

As I noted in my article I don’t feel anyone would submit to having their face swabbed, so conducting it on a handicapped child who can’t speak for themselves is completely out-of-bounds.  Any comment by DEN management or the individual TSO is more than welcome – I do appreciate it.

He responded:

I agree this is a training issue. TSOs are not supposed to swab a passenger’s face. I’m not sure what happened here, but if you provide all the right info, the Customer Service Manager may be able to pull some video footage and go from there. I appreciate you brining this to our attention.

Later in the day I received a response from a different Bob, this one the Department of Homeland Security Customer Service Manager in Denver.

I am not sure I can explain what you have described, but there is no
procedure for a “face swab”. My first thought is that, perhaps the
Officer was interacting with the child as a parent might.
Appropriate?…probably not. I will show some folks your photo and
article and try to get some ideas.

An ETD swab is just a dry, sterile cotton media designed to pick up
trace elements that are then analyzed and compared with substances of
interest. There is nothing that could potentially harm the child.

So thanks to Bob from the TSA Public Affairs Office, and Bob the DHS Customer Support Manager in Denver, for acknowledging this and responding.  If Denver Bob sends me any updates on this incident I’ll be sure to post an update.

Here’s an ancillary observation based on this correspondence:  I think its GREAT that these two separate offices addressed my concern so quickly.  And I’m not even the media, just a guy writing a small local blog.  As visible with the “Evolution of Security” blog and the new “Got Feedback” form the TSA is making a valiant effort to be transparent and address public questions and concerns.  I do find it odd that there’s actually an office of “Customer Service,” – given the fact that the flying public are not really customers in the sense they make a customer based decisions or have a choice in their screening process.

But semantics aside – I think the blog and communication are EXCELLENT aspects to assist the current state of the TSA.  But - if out of this grew MORE training in the area of continuity and consistency it would REDUCE the need for public affairs offices and customer service teams.

As it stands the rules of what you can transport are unwavering and robotic.  So I wouldn’t mind seeing that same robotic and machine like precision, (in a friendly/courteous way of course,) in the screening processes and actions of the TSA staff.