Lost, stolen, broken: TSA pays millions for bag claims, USA TODAY investigation finds

The Transportation Security Administration paid passengers $3 million over the last five years for claims that airport security screeners broke, lost or stole their luggage or items inside, according to a review of about 50,000 complaints.

After investigating to determine if TSA or its agents were responsible, the agency approved or settled with passengers in about 15,000 cases – nearly 1 out of 3 claims filed from 2010 to 2014. Payments ranged from a few bucks for missing food or medicine to several thousand dollars for jewelry, electronics and other items passengers said were broken or disappeared in TSA's hands.

The nation's 30 busiest airports accounted for about two-thirds of all paid claims and about the same share of the government settlement payments. While John F. Kennedy International Airport in New York topped the list with 857 paid claims and Los Angeles International was next at 791, that's largely a result of the many millions more passengers' TSA screens there.

Among the 30 top airports, once adjusted by the number of people served, the share of passengers who filed claims – and got paid – was highest at Dulles International in Washington and Orlando International in the 2010 to 2014 time frame. Smaller airports were not immune to the problem. At Reno/Tahoe International, TSA approved 120 passengers' claims over five years – about the same as much larger airports including Chicago Midway, Nashville and Detroit.

TSA said the approved claims represent a tiny fraction of the 2.5 million pieces of baggage its agents screen every day. TSA only has access to fliers' property for a small share of its journey, and checked bags spend much more time winding through airport conveyor belts, riding carts to airplanes and being handled by airline employees.

The agency says it's taken a zero-tolerance approach to theft, tightened hiring requirements for screeners and stemmed the tide of claims. TSA supervisors have fired more than 500 officers since 2003 for theft. Claims filed, and claims paid, are down about 35% from 2010 to 2014, according to USA TODAY's analysis. TSA denied approximately half of all claims filed since 2010.

"TSA aggressively investigates all allegations of misconduct and, when infractions are discovered, moves swiftly to hold the offenders accountable," said Bruce Anderson, a TSA spokesman. "TSA holds its security officers to the highest professional and ethical standards and has a zero-tolerance policy for theft in the workplace."

U.S. Rep. John Mica, R-Fla., said the overall $3 million paid to settle claims is cause for further investigation.

"Congress has been having problems getting straight answers about abuses at the TSA," Mica said. "Orlando, my major home airport in Florida… has startling statistics. It warrants further review, even a subpoena for the information if that's what it takes."

TSA officials say the agency pumped up efforts in recent years to train staff and monitor theft with undercover operations. About 1 of every 20 bags is opened by TSA staff, typically when scanning equipment flags something suspicious and screeners want to take a closer look.

Airports are adding video monitoring to keep watch over those bag inspections. When investigating claims, TSA officials say more often than not, there is no evidence an item was damaged or went missing during screening. Half of the claims are denied nationwide.

A 2011 report by the GAO found TSA workers received incomplete and inadequate background checks that sometimes missed disqualifying criminal information. In June, the government accountability investigators reported TSA has started to properly vet applicants.

Charles Leocha, chairman of the advocacy group TravelersUnited.org, recommends against flying valuables in checked bags and suggests reporting luggage issues immediately.

"If there is a problem, you want to make sure you report it immediately to the authorities because airlines and airports all look at questions of missing items with a bit of skepticism when they're not reported for about 24 hours or so," Leocha said. "They could've been lost anywhere."

If you notice damage or theft, and suspect a TSA officer was responsible, the agency provides a form online. Claimants must provide proof of the damage, the cost and TSA's negligence.

One unsuccessful claimant was Cory Doctorow, a London writer who was traveling on business to Phoenix in April. He posted a photo of his mangled $800 aluminum suitcase on his blog.

Doctorow alleges TSA agents pried off the unlocked "TSA-safe" locks on his luggage – locks that are supposed to be opened with a universal key available to screeners at all airports.

"I was sent an illiterate, unhelpful response from a do-not-reply email address," Doctorow said. "It said that TSA assumed no responsibility for damage inflicted during searches."

Doctorow filed other claims with insurers and the airline. TSA officials say the agency accepts claims for damage to locks, and they concede that agents sometimes break locks to inspect bags.

Passengers often file claims with airlines or airports in addition to TSA if they're unsure of who is responsible for damaged or lost luggage.

Former Denver TSA officer Jon Dewey said front-line workers get an unfair reputation and airline handlers are more likely responsible.

"I believe (TSA workers) probably have less opportunities than an airline employee and I trust TSA far more with my luggage than any airline," Dewey said.

There are no directly comparable statistics for private airlines. TSA's claims are public record because they involve government workers and the settlements are paid with taxpayers' money.

Since airlines began charging for checked bags in 2008, mishandled baggage by airlines declined. The industry average is about three lost, damaged, delayed or stolen bags per 1,000 passengers, according to an April report by the Department of Transportation. In 2007, airlines mishandled 18.9 bags per 1,000, according to industry group SITA.

Virgin American has the fewest lost bags per passenger and American Airlines subsidiary Envoy Air is ranked lowest with a rate more than double the national average.

"We're hiring additional ramp employees and investing in better baggage tracing technology for Envoy," said Ross Feinstein, a spokesman for American Airlines.