The Insider: How to complain to the TSA

Editor’s Note: This is the final installment of the Insider series on managing the TSA when you travel. Here’s part one, part two and part three. As always, please send me any suggestions on topics or content I may have overlooked.

If you have a problem with the TSA, what’s your next step?
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Hey British Airways, your template is showing! (And how ’bout a refund, while you’re at it?)

Here’s a funny story with a happy ending from a cruise passenger whose British Airways flight was canceled earlier this year during a strike. Larry Cook and his wife arrived in Southampton last May but their flight to Paris had been called off because of the work stoppage.

“The purser found this out for us but I was unable to contact British Airways while aboard ship due to overload on their Internet site,” he says. “We jumped in a cab for Heathrow Airport and borrowed the drivers cellphone but we were again unable to reach British Airways by phone due to overload problems.”

Instead of heading to the airport, Cook decided to take the train to Paris and try to get a refund for his flight. Under Rule 10 of its contract of carriage, British Airways will refund tickets for flights it cancels.

Cook formally requested a refund a few days later, and he also submitted some of his incidental expenses arising from his diversion to the train station and asked for the airline’s “consideration.”

The airline’s response? Nothing. And that’s where this case gets interesting.
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