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TSA On Its Way To Most-Hated

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By EILEEN SULLIVAN, The Associated Press

Published: December 21, 2007

WASHINGTON - Hand sanitizer makes it through security in one airport, then it's confiscated at another. Screening lines back up because only two of six lanes are open. And then there's the occasional all-too-intimate pat-down.

Those complaints and other frustrations make the nation's airport security agency about as popular as the IRS.

Indeed, only the Federal Emergency Management Agency, still suffering from its mishandling of Hurricane Katrina, ranks below the Transportation Security Administration among the least-liked federal agencies, according to a new Associated Press-Ipsos poll.

TSA tied with the perennially unpopular tax collectors in a favorability ranking of a dozen executive branch agencies.

"I am so frustrated with TSA that I am ready to stop flying," one traveler wrote in a Sept. 7 complaint filed with the agency. "I'm sure this doesn't matter to you because my tax dollars are already paying you."

The AP poll, conducted Monday through Wednesday, found that the more people travel, the less they like TSA.

But it also found that 53 percent of air travelers think TSA does a "very" or "somewhat" good job.

The inconvenience of security was the top complaint of travelers, mentioned by 31 percent of those who had taken at least one flight in the past year. That figure rose to 40 percent for those who have taken five to 10 trips.

TSA's parent agency, the Department of Homeland Security, also ranked at the bottom of an index of consumer satisfaction released this week, supplanting the IRS as the prime subject of grumbling in that survey. The American Customer Satisfaction Index questioned 10,000 people about their experiences with the federal government.

TSA officials say they understand the frustration and are working to minimize hassles. They say although it can be annoying, airport screening is essential because intelligence reports show aviation remains a top target for terrorists.

Screening Called 'Rude,' 'Undignified'

A review of complaints the traveling public lodged with TSA in September helps explain the low standing. Although passengers generally understand TSA's mission, they could do without certain parts of the preboarding experience.

Take, for example, a mother and daughter traveling out of the Dallas-Fort Worth airport on Sept. 4. In an e-mailed complaint to TSA, the mother said the TSA screener was rude and inconsiderate. While she was in secondary screening, the mother was made to face away from her daughter. "Someone could have taken my daughter," the woman wrote. "I understand you have to have security, but your people don't need to be rude!!!"

On Sept. 3, a man leaving Orlando filed a lengthy complaint because he said a screener touched him "like no man ever has - not even my doctor." "This type of bodily inspection, privately or publicly, is undignified," he wrote. "Have terrorists succeeded in making us that scared of each other?"

Nearly 9,000 such complaints flowed into TSA between January and October of this year, and the agency made a selection of them available at the request of The Associated Press.

Screeners are "just rigid, intransigent, inflexible, unpleasant, and they always have the fact that they've got the security of the nation that they're falling back on," said David Stempler, president of the Air Travelers Association. Stempler said he has no way of telling whether TSA has addressed any of the hundreds of complaints it receives each month.

Another frequent complaint is that security restrictions seem pointless and arbitrary.

"The security is a joke, it's an absolute joke," said James Atkinson, a Massachusetts businessman.

Atkinson said he has sent dozens of complaints to TSA and the Federal Aviation Administration over the past 10 years, and has never heard back. His complaints range from unmanned checkpoints to the absurdity of the rule restricting liquids in carry-on luggage to three ounces or less. The TSA imposed a restriction on liquids in August 2006 after a plot surfaced to blow up U.S. airliners with liquid explosives.

Expert Says Agency Is Misunderstood

Paul C. Light, professor of public policy at New York University, said he is not surprised that TSA and the IRS are tied for low public esteem. Yet he defended TSA as misunderstood, because it is highly visible yet can't brag about its successes. "It's an agency that's damned if it does, damned if it doesn't," Light said.

TSA responds to every complaint it receives, said spokeswoman Ellen Howe, adding that each complaint is forwarded to the federal security director at the airport in question.

In the cases AP reviewed, the most common response was a form letter, apologizing for inconveniences, often blaming the problem of long lines on the local airport and forwarding complaints about pat-downs to the airports where they occurred.

In May, TSA improved the way it handles complaints and now has a more accurate and complete database for them, Howe said. She said screeners have been disciplined as a result of complaints but said privacy laws prevent her from providing more detail about these incidents.

Out of all the contacts TSA receives, only about 2 percent are complaints, Howe said. In September, for instance, TSA received 1,253 complaints out of 68,540 total contacts. Most people contact TSA to ask what items they can bring aboard the aircraft.

TSA says each airport makes its own staffing decisions. Administrator Kip Hawley acknowledges the frustrations with the screening system.

"You have 2 million people a day jamming into these congested checkpoints and chewing through the magnetometer," Hawley said. "Clearly that's not the best way. And so the trick is how do we - without disrupting the system - get to a more spread out, calmer security process where people aren't so jammed up, aren't so tense."

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