The Customer Service Survey
VocaLabs' weblog providing news and commentary on the challenges of providing good customer service.
A Thanksgiving Miracle
Friday - November 17, 2006 01:41 PM in
A couple of months ago I wrote of having my laptop computer stolen from checked luggage and the hassles of dealing with police, airport auto attendants, TSA forms and poor airline customer care.
So I was a bit surprised when I got the phone call from "Brenda" of the TSA asking some questions about my report. My surprise was short lived though, when Brenda informed me she would be recommending to her superiors that my claim be denied.
Her logic was: We thoroughly check out all our screeners. X-ray screens at airports are set up to minimize who can see what's inside a bag, and the luggage inspectors that open bags are always in view of others. A bag is in TSA possession for only a few minutes before passing it back into the control of the airlines (who in my case had it several hours until my flight time). Ergo since I could not prove the theft happened while the bag was in the possession of the TSA: Claim Denied.
I countered by explaining that the laptop was inside a briefcase that was buried behind clothes and other items, all of which was strapped down in the suitcase. That the thief could not have done a quick snatch and grab without removing other items and only then opening the briefcase, and it was pretty amazing that they also took the power cord which was hidden elsewhere. Plus, there was a card inside from the TSA indicating that they HAD opened and searched the bag. Therefore, if the TSA rep. didn't take the machine, logic would dictate complicity with a baggage handler receiving a signal as to what bag to rip off. Brenda didn't seem swayed.
End of story I thought. But last week there was a message to call Brenda. I did. She asked for a letter from VocaLabs stating that I was authorized to make the claim. I asked why, and with a little prodding, she told me she'd been overruled by her superiors and the TSA was going to reimburse us for half the cost of the machine!
You read that right. Now, we don't have the letter or check just yet, but unless they reverse themselves, here's a real and all to rare example of a governmental agency actually trying to do the right thing. Wow.
Posted by Rick Rappe
Her logic was: We thoroughly check out all our screeners. X-ray screens at airports are set up to minimize who can see what's inside a bag, and the luggage inspectors that open bags are always in view of others. A bag is in TSA possession for only a few minutes before passing it back into the control of the airlines (who in my case had it several hours until my flight time). Ergo since I could not prove the theft happened while the bag was in the possession of the TSA: Claim Denied.
I countered by explaining that the laptop was inside a briefcase that was buried behind clothes and other items, all of which was strapped down in the suitcase. That the thief could not have done a quick snatch and grab without removing other items and only then opening the briefcase, and it was pretty amazing that they also took the power cord which was hidden elsewhere. Plus, there was a card inside from the TSA indicating that they HAD opened and searched the bag. Therefore, if the TSA rep. didn't take the machine, logic would dictate complicity with a baggage handler receiving a signal as to what bag to rip off. Brenda didn't seem swayed.
End of story I thought. But last week there was a message to call Brenda. I did. She asked for a letter from VocaLabs stating that I was authorized to make the claim. I asked why, and with a little prodding, she told me she'd been overruled by her superiors and the TSA was going to reimburse us for half the cost of the machine!
You read that right. Now, we don't have the letter or check just yet, but unless they reverse themselves, here's a real and all to rare example of a governmental agency actually trying to do the right thing. Wow.
Posted by Rick Rappe
Posted at 01:41 PM by | | | |