Response from Business Owner:…read more
Hi Eileen,
Thanks for taking the time to share your feedback--and your flair for dramatic storytelling. While we understand your frustration, we'd like to offer a bit of clarity (and maybe a reality check).
First, this is an Idemia-operated TSA Enrollment Center, and we do not manage the appointment booking system. All appointments, confirmations, and scheduling quirks are handled through their national system. That means when 15 people show up early for an appointment that's already running behind due to earlier system delays--chaos, as you called it--can absolutely happen. Not because we don't care, but because we're trying to do the best with what we've been given.
Second, walk-ins are only accepted when there are no-shows or we're catching up between appointments. It's not favoritism or disorganization--it's triage. And when someone "waited over an hour," it's often because they arrived before their scheduled time, then expected to be seen immediately. That's not how appointments work, anywhere.
Third, our priority is efficient processing, not fashion shows. We're in the business of getting you TSA-ready, not curating your Pinterest board. If our staff is respectful, professional, and handling high volumes while wearing sweatpants, we see that as a superpower--not a scandal.
Finally, you mentioned the decor. We're a federally contracted enrollment center, not a boutique. If an hourglass with a price tag threw off your vibe, we truly hope that's the worst part of your travel day.
We do hope you get your PreCheck number soon--it's a five-minute process with long-term benefits. But for now, we recommend directing appointment complaints to Idemia, who can actually address them. We just check IDs, take fingerprints, and try to keep things moving in the middle of a flawed but federally regulated system.
Wishing you clearer skies and fewer Yelp tantrums in the future,
-- Management
