Flying out of ELP last week, I encountered something that just really bothered me and, although it only caused me maybe another five minutes of inconvenience, I submitted a complaint to TSA about it through their web site, because it presented something that was unfair to me and a number of people in line with me. What's weird is that, when you first try to do this through the navigation on their site, you come across a form for complaints because of racial, religious, gender or disability discrimination, which was not my issue, at least. I'm sure that goes somewhere more serious. I found the form I needed on Google though. Auto response came a few minutes later.
But then, that afternoon, I got a very detailed response from the manager of the TSA staff at ELP. She took the time to explain the why, and was very cordial and not abrupt or condescending.
I was really impressed by this. I don't know if it's TSA's concerted effort to be responsive to customer complaints, or just this particular airport's staff, but it seems like, at least, they're actually listening.
Just wanted to share this experience.