While traveling recently, I witnessed something at a TSA checkpoint that instantly took me back to my days working as a TSA officer.
A passenger asked to speak with a supervisor after becoming frustrated with how her bag was handled during screening. The officer told her a supervisor was on the way. A few moments later, another TSA officer arrived, listened to her concerns, and the interaction ended there.
Here’s the thing: the officer who showed up wasn’t actually a supervisor. It was another regular TSA officer.
I’m not exactly proud to admit this, but during my time at TSA, officers would sometimes cover for each other in situations like this, and apparently, that culture still exists today.
What makes it so confusing for travelers is that TSA officers and supervisors wear nearly identical uniforms. Without knowing what to look for, it’s almost impossible to tell who actually has supervisory authority. But there’s one detail that gives it away: the shoulder boards.
The Stripes Explained
TSA uniforms feature shoulder boards — small epaulet-style insignia that indicate rank. Think of them like military or airline pilot stripes. The more stripes, the higher the authority.
TSA shoulder board ranks:
- 1 stripe = Transportation Security Officer (TSO)
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2 stripes = Lead Transportation Security Officer (LTSO)
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3 stripes = Supervisory Transportation Security Officer (STSO)
Why This Matters When You’re at The Checkpoint
If you’re escalating a concern, disputing a screening decision, or filing a complaint on the spot, it helps to know who you’re actually talking to. An STSO — three stripes — has direct supervisory authority and is the appropriate contact for formal complaints. If you request a supervisor and someone with two stripes shows up, that’s an LTSO, not an STSO.
To be fair, LTSOs can perform many of the same checkpoint functions as supervisors, and they’re often the first point of escalation at busy airports. Don’t be alarmed if one responds when you request a supervisor, but do know the difference if you need to push further.
One Last Thing
I’ll probably lose a few cool points with my former colleagues for sharing this, but the moment I witnessed that interaction, I knew I had to write about it. You deserve to know who you’re actually talking to, and now you do.
