I nearly took a double-take when I saw this email from Bob Kapp, TSA Customer Service Director, in my In Box this morning.
Subj: RE: Incident at Denver TSA checkpoint this morning
Date: 9/22/2006 9:36:49 P.M. Eastern Standard Time
To: Bruce Carroll
I have forwarded your report to 2 of our Operations Managers for investigation and follow up. I have asked them to obtain statements and, if still available, to view surveillance videos. Although the video quality is often poor, the time at the checkpoint will be telling. I have also sent this on to our training group for use in their sessions on professionalism and courtesy.
Although I am out of the office until 9/26 I wanted to respond, if only in a preliminary manner. The type of behavior you describe is not acceptable and if it is discovered that an Officer has a penchant for this level of performance it will have an adverse effect on their employment status.
I appreciate your sentiments about security and I want to assure you that a report like this will be taken seriously. With few exceptions, our Officers are professional, courteous, and committed to their mission. In most instances it is peer pressure that maintains a high level of performance and misbehavior is not tolerated within a team anywhere in the system.
I regret any distress you experienced as a result of this screening and we will do all we can to make sure there is not a repeat performance.
Now why had I heard nothing from him or anyone else I copied on my email for over a week….until I went all “GayPatriot” on them yesterday? Why does it always have to come to extremes in order to get adequate customer service these days? Just damn frustrating, I tell ya.