TSA’s goal: responding promptly

We at the Transportation Security Administration apologize for the difficulty that Carla J. Herd had when trying to reach our Consumer Response Center (“Luggage Searches Inspire Fliers’ Ire,” Letters, March 2). The reason for having the center is to handle problems like the one she was having, and when we don’t, we have failed to deliver the world-class customer service that is our goal.

That goal includes being responsive to 2,000 telephone calls and voice messages, 2,500 e-mails and 200 letters and faxes each week. The Consumer Response Center is undergoing upgrades that will include a new name, TSA-Contact Center, to improve identification.

Many people call because property has been damaged or lost. Under federal law travelers have up to two years to file a claim, although TSA encourages them to file their claims as soon as possible to permit thorough investigation and prompt resolution. We welcome all contact, because we want to help and because travelers’ observations may help us improve our security system so air travel remains secure.

We can be reached toll-free at (866) 289-9673 in the U.S., fax (571) 227-2557 or (571) 227-2556, e-mail [email protected], and by mail at TSA-Contact Center, TSA Headquarters, West Building, 11th Floor, TSA-22, 400 7th St., S.W., Washington, DC 20590.

Alex Keenan

Deputy Ombudsman,

Transportation Security

Administration

Washington, D.C.