October 7, 2003 (letter stamped at post office 10/24/03)
Dear Mr. Harbowy:
The transportation Security Administrations's (TSA) Office of Civil Rights received a copy of the letter you sent to American Airlines, on June 29, 2003. You expressed concern over an incident that occurred on June 27, 2003 at Dallas/Fort Worth International Airport. Specifically, you stated that a duplicate boarding was issued in your name by the airline to another passenger. You stated that you were concerned by this apparent "security breach" by American Airlines. You may be assured that we have made every effort to address your concerns, and please accept our apologies for not having the systems in place to have responded sooner.
Because TSA is concerned with the issues you raised, the following information is provided. For concerns about airline procedures and inconveniences, consider filing a complaint with the Customer Relations Office of the airline, as consumer and service related matters are handled directly between the passenger and the airline. If the airline has not satisfied your inquiry, the Department of Transportation's (DOT) Aviation Consumer Protection Division (ACPD) may be able to help. ACPD operates a compaint handling system for consumers who experience air travel service problems and provides a 24 hour hotline at (202) 366-2220 (TTY (202) 366-0511) to record complaints Due to staff limitations, telephone calls cannot be returned. Letters and emails are reviewed and acknowledged. You may send your written complaint to the following adress:
Aviation Consumer Protection Division
US Department of Transportation
400 Seventh Street, S.W.
Room 4107, C-75
Washington, D.C. 20590
Email complaints can be sent to: firstname.lastname@example.org
Enclosed is a copy of TSA's tip sheet note, no tip sheet included in envelope Travelers and Consumers: TSA Service Commitment. We hope the information will assist you in your future travels. Updates of this information may be found on our website at
On behalf of the TSA, The Office of Civil Rights offers its sincere apologies for any discomfort you may have experienced with traveling. The office of Civil Rights will take no further action in this matter, but we thank you for bringing this issue to our attention. If you have any questions or concerns, please do not hesitate to contact Mrs. Mya Mya Myaing, Equal Opportunities Specialist. Mrs. Myaing can be reached at 571-227-2353 (voice) or (800) 877-8339 (Federal Relay Service).
M McGriff by unintelligible
Michelle McGriff, Esq.
External Compalint and Compliance Division
TSA Tip Sheet- Travelers and Consumers
So a couple things. Am I a crackpot? Do I sound like I'm getting the total brushoff? The fact that the letter is sent over two weeks after it's dated, and without the enclosure? WTF? I know from the nature of my experience that security is a smoke and mirrors affair, but why is my government so incompetent?