The following is an exact copy of what complaint I filed online today witht he TSA. My name is redacted.
TSA Incident Report by Passenger XXXX XXX
Filed By: XXXX XXX
Airport: Seattle–Tacoma International Airport (SEA)
Incident: Lost Laptop – SEA Checkpoint #3 – 08/06/2014 – Between 3:30 and 4:30pm
I asked for an opt-out manual screening at the SEA airport checkpoint #3 around 4pm. Before sending my bags through the X-Ray machine I asked for the opt-out from Agent-A (light brown skinned male, whose name and ID was refused to me by agent Greer). Agent-A refused to act, stating that I needed to wait until I was at the x-ray machine before he could call for opt-out.
I placed my items in three totes. First alone was my laptop. Tote # 2 and 3 held my backpack and laptop bag. As soon as I was as at the front of the x-ray machine, Agent-A called for male assist and asked me to step aside.
I waited a very long time, as Agent-A called for assist at least 5 times. No one responded, though I heard another agent in another lane call for male assist once, and never heard it again. I grew concerned as I worried that my totes were sitting unattended on the other side. I felt that Agent-A, was also concerned and he repeatedly called for male assist again.
I asked about my belongings being unattended on the other side, then Agent A called at least 3 more times for male assist. Agent-A tried to rectify the situation by asking another female agent to swap places with him, so he could perform the manual screening.
By the time we got the the other side of the x-ray machines only my last two totes were visible. I was alarmed with my worst fear. I asked Agent-A about my laptop tote. He failed to react quickly, I assume he did not know what to do. I told him to call a supervisor or ask others to start looking for it. He asked for a supervisor many times. No one responded for what seemed like two minutes. My frustration level was growing as I assumed that it was stolen, and that time was an important factor to recovering the laptop.
Finally Supervisor-B (Identified to me as Supervisor Bob Love by Supervisor Greer), showed up. He acknowledged the problem, but did not act in a manner that would address the issue. I was getting irate, and insisted that they look for it. I suggested that maybe it was taken back to the other side of the XRay machines with the empty totes. He stated that I needed to get pat down first before they could do anything. I insisted that they look for my laptop while Agent-A conducts a pat down on me. I think he went to do this.
Supervisor Greer (pregnant), who showed up during this discussion was a TOTAL NIGHTMARE. It seemed like she did everything in her power NOT to acknowledge the problem, even going as far as stating that it was my fault for opting out! She insisted upon looking through my bags to see if the laptop was in them before looking elsewhere. Fearing no choice in the matter, I allowed her to do this.
I asked for a complaint form from Supervisor Greer, as she was not cooperating or addressing my concerns. She was belligerent and argumentative with me, but finally brought to me a form. I asked for her name and badge number of all involved so I would write this complaint. She insisted upon me only having her identified as Supervisor Greer, and the other supervisor as Supervisor Bob Love. I asked how I might refer to Agent A, but she refused and stated that I only needed to know her name. I believe this to be a CIVIL RIGHTS VIOLATION. I asked if she was wearing a badge. I looked to her other side and found one. I proceeded to transcribe her badge number off of her badge. In what seems like an act of RETALIATION and INTIMIDATION, she asked for my ID and boarding pass. She proceeded to copy my Arizona DL and boarding pass. I am quite CONCERNED about what may have been done with this information, and if I have anything to fear from this. She wrote all my info down on a piece of scratch paper. Am I going to suffer identity theft? She waited for me to give her my complaint card, asking me for it. I told her that I did not trust her with it, and that I needed a blank form so that I could mail it in myself.
My traveling companion was seated just 10 feet away witnessed the entire discourse with Agent Greer.
At no time was it stated to me that that any TSA Agents were looking for my laptop, and addressing my concern. I understand about how mistakes can happen, but there is no excuse for this behaviour of Supervisor Greer to behave in a manner as this. Supervisor GREER did not act to address my missing laptop, and she only stated that I could file a complaint or a claim. Supervisor Greer is not suited to dealing with problem situations, or treating people with respect. Her demeanor is exactly what gives the DHS-TSA such a bad reputation. She should not be in a supervisory role. It is only because of Supervisor Greer that I am writing this formal complaint. I suggest that Agent Greer be sent through some training for how to deal reasonably with people and being effective with problem solving. I believe if you review the audio/video you would see this also.
Agent-A acted in a very concerned and pro-active manner. He thought outside-the-box and acted in a manner to address the anomalous situation. I would like to commend upon him my regards, and suggest that he should be in supervisory position, instead of people like Agent Greer. I believe it was Agent-A acting of his own initiative that finally recovered my laptop.
I fly often for work, I always opt out, and I have never had a bad experience with the TSA until now.
Short List of Complaints:
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TSA lost my laptop, and would not attempt to look for it in a timely manner.
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No one accepted responsibility for losing my laptop.
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Never stated they were sorry, or acted apologetically
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Greer stated it was my fault for opting out of the scanner machine
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Agent-A called for Male Assist more times than I can count
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Many agents were around but doing mostly nothing at all
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Greer took my identity information but did not state what will be done with it
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Forms I received stated that it expired 1/31/2012
Questions:
My Laptop was outside of my view for more than 10 minutes. TSA agents stated they did not know where it was. I would like to see any video that you have about what happened, and where my laptop was taken. No explanation was given to me as to where my laptop was when I asked.
How can I get infomration on exactly what happened to my laptop when it was missing, and what was done to it?
How can I gain access to all video/audio/documents/emails/electronic records related to this incident?
How can I know how my Arizona DL info was used by Supervisor Greer or other TSA employees?
Am I on a no-fly list now?
What power does Greer have to retaliate against me for filing this complaint?
By: S. R.