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Diane Publishing Books
Air Passenger Screening: Transportation Security Administration Could Improve Complaint Processes
Stephen M. Lord (au)
The Transportation Security Administration (TSA), which screens or oversees the screening of over 650 million air passengers per year, has processes for addressing complaints about air passengersäó» screening experience at checkpoints, but concerns have been raised about these processes. This report addresses the extent to which TSA has (1) policies and processes to guide the receipt of air passenger screening complaints and use of this information to monitor or enhance screening operations; (2) a consistent process for informing passengers about how to make complaints; and (3) complaint resolution processes that conform to independence standards. Figures. This is a print on demand report.
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