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Improving Customer Service

News & Happenings

December 1, 2006

Travelers Can Now File Claims Online

Beginning October 16, 2006, individuals who believe TSA was the cause of personal property loss or damage or a personal injury can contact the Claims Management Office at www.tsa.gov/travelers/customer/claims/index.shtm and following the instructions provided.

Our Claims Management Office took this important step towards quicker processing out of a desire to improve customer service and the entire claims process.

Prior to this, travelers were able to track claims online. Filing a claim online will hopefully make customers feel more informed and involved in the claims process by letting them track their claims without the need to contact us, and know the outcome before receiving notification by TSA.

In addition, the Claims Management Office is creating a new Claims Outreach and Prevention Program. This program will focus on keeping travelers well-informed about changes in security procedures that could lead to a property loss.

Informational and educational materials will concentrate on developing an informed, self-empowered traveling public. These items, delivered through a variety of media, will cover techniques for packing with respect to security screening, situational awareness and basic crime prevention techniques, as well as alternatives to carry-on and checked baggage such as shipping personal property.

For more information regarding this program you can E-mail Bobby Gibson at bobby.gibson@dhs.gov.