How to complain about tower (?)

VWGhiaBob

VWGhiaBob

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VWGhiaBob
Where do I report repeated poor control tower service?

An airport where I fly to frequently (to remain nameless) has "outsourced" the tower to non FAA personnel.

By and large, these guys are rude, abbrasive, always in a bad mood and scolding folks, many times in error. "Slow down" "Why didn't you get the weather before caling ground (when I clearly stated "with information Bravo")" "Why didn't you state which hangar you came from?" (when I did).

Just listening to LiveATC, you can hear it. The main guy gets off on giving everyone a hard timme.

I fly all over, and this airport is unique. I think it puts pilots on edge and reduces safety. Beyond that, there's just no reason to make flying unpleasant for everyone.

Anyone know where I can complain? Of course I want to do so anonymously, as I don't trust these guys!
 
Is this a private airport? I was under the, perhaps incorrect, understanding that all public airport controllers were run by the FAA.

From what you describe sounds more like some random guy on the UNiCOM freq than a proper control tower.
 
Call the nearest FAA-staffed tower and ask them. Probably the guy who is their tower manager's boss is also the boss of the contract tower. The FAA-tower manager may also take your comments and pass them upwards.

Sometimes tower phone numbers are hard to find. If that's the case, then just call whatever FAA number you can find (FSDO, for example) and ask.

Never once have I called a tower or an ARTCC and gotten anything but someone who is helpful, willing to talk and willing to answer questions. You don't need to worry about somehow getting yourself a black mark or getting into trouble.
 
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rocketflyer84 said:
... I was under the, perhaps incorrect, understanding that all public airport controllers were run by the FAA. ...
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Nope. Lots of contract towers. Typically lower traffic volume and often staffed by former military or retired FAA controllers. If "run by" you mean reporting to the FAA, I think that is correct. But not "staffed by."
 
airdale said:
Nope. Lots of contract towers. Typically lower traffic volume and often staffed by former military or retired FAA controllers. If "run by" you mean reporting to the FAA, I think that is correct. But not "staffed by."
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Got it, thanks.
 
VWGhiaBob said:
An airport where I fly to frequently (to remain nameless) has "outsourced" the tower to non FAA personnel.

Just listening to LiveATC, you can hear it. The main guy gets off on giving everyone a hard timme.
Click to expand...

Hmmmm, if only we could listen to liveATC. :mad2:
 
Bullhead City Arizona? They fit that description. Maybe they are taking the "bullhead" part of the airport name too seriously. :)
 
First find out who runs the contract for your airport. Most likely it's either RVA or Midwest ATC. Email their PR rep and express your displeasure with their services.
 
It's interesting how each ATC facility, tower or otherwise, has its own culture. KVNY is great. Oakland Center has a guy who HATES his job. One, I accidently called him "Approach". He chewed me out for insulting him and asked if I thought he only had a high school education...this taking up air time.

Most are extremely helpful.

I am going to try to call a tower as intructed above to see how to report them.
 
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VWGhiaBob said:
Where do I report repeated poor control tower service?

An airport where I fly to frequently (to remain nameless) has "outsourced" the tower to non FAA personnel.

By and large, these guys are rude, abbrasive, always in a bad mood and scolding folks, many times in error. "Slow down" "Why didn't you get the weather before caling ground (when I clearly stated "with information Bravo")" "Why didn't you state which hangar you came from?" (when I did).

Just listening to LiveATC, you can hear it. The main guy gets off on giving everyone a hard timme.

I fly all over, and this airport is unique. I think it puts pilots on edge and reduces safety. Beyond that, there's just no reason to make flying unpleasant for everyone.

Anyone know where I can complain? Of course I want to do so anonymously, as I don't trust these guys!
Click to expand...

Can't listen to it if it's nameless.
 
If it's on LiveATC prepare a simple highlights reel and make it available to your local FAA contact (if things are really truly bad... not worth making a fuss over something minor). Factual evidence holds a lot more weight than a whining complaint.
 
roncachamp said:
Can't listen to it if it's nameless.
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Yes, I know. It's nameless, because last time I contact the FAA to complain, they assigned FSDO to me and started threatening me. Never again!
 
Next time, ask for the tower phone number, then call the guy and give him a piece of your mind.
 
VWGhiaBob said:
Where do I report repeated poor control tower service?

An airport where I fly to frequently (to remain nameless) has "outsourced" the tower to non FAA personnel.

By and large, these guys are rude, abbrasive, always in a bad mood and scolding folks, many times in error. "Slow down" "Why didn't you get the weather before caling ground (when I clearly stated "with information Bravo")" "Why didn't you state which hangar you came from?" (when I did).

Just listening to LiveATC, you can hear it. The main guy gets off on giving everyone a hard timme.

I fly all over, and this airport is unique. I think it puts pilots on edge and reduces safety. Beyond that, there's just no reason to make flying unpleasant for everyone.

Anyone know where I can complain? Of course I want to do so anonymously, as I don't trust these guys!
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Who provides them, Lockmart? I would call FSS and ask there. If you look at the "protocol channel chart" for the organization, the FSS is meant to be the pilot's primary point of contact for operational questions. That of course is what I was taught in the days when the FSS was actual FAA though, so I'm not sure that still holds, but worth a shot especially if Lockmart is providing the controller.
 
Well, I suppose there is an IG office somewhere in the fed which oversees the FAA and their contracting. If you want to hunt that down, you can submit an anonymous complaint of unsafe actions by a fed contractor.

Don't know how much traction you'll get, because I expect the majority of my interaction with govt contractors to be rude and abrasive. The FAA was always a small island in a sea of rudeness, but they aren't required to be polite. If you complain, I sure would confine it to errors or mistakes. And I would specifically focus on errors that would or could lead to a loss of sep or require evasive action. As far as them scolding you without cause, I think you are out of luck.
 
VWGhiaBob said:
Yes, I know. It's nameless, because last time I contact the FAA to complain, they assigned FSDO to me and started threatening me. Never again!
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Threatening? How / why / for what? Is there more to this story?
 
Velocity173 said:
First find out who runs the contract for your airport. Most likely it's either RVA or Midwest ATC. Email their PR rep and express your displeasure with their services.
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I think Bob is in California; in which case it would be operated by Serco.
 
Yeah, email Serco headquarters. You could talk to the tower sup but I seriously doubt he'll be any help. I'd make sure you have some proof of the controllers being rude. LiveATC transcript would help.
 
Velocity173 said:
First find out who runs the contract for your airport. Most likely it's either RVA or Midwest ATC. Email their PR rep and express your displeasure with their services.
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It may also be Serco.
 
The contract tower at Grand Island, NE is an absolute pleasure to fly into. I always look forward to it. Friendly controllers.

Call them over the radio, but be smart about it. Say something like. " Is it standard policy for you guys to be ********s?" , "You don't need to be rude to get the message across". " Maybe you should look for another line of work. " :dunno:
 
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Advisory Circular 90-93A will tell you all you need to know about non-Federal control towers. Renton Municipal is a contract tower.

Bob Gardner
 
Everyone has a bad day,but if it's cinstant complain to the area FSDO. Talk to the tower chief first,give them a chance to change.
 
bobmrg said:
Advisory Circular 90-93A will tell you all you need to know about non-Federal control towers. Renton Municipal is a contract tower.

Bob Gardner
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Depends on if the OP's field is a local non-federal contract or a federal contract paid for by the FAA.
 
frfly172 said:
Everyone has a bad day,but if it's cinstant complain to the area FSDO. Talk to the tower chief first,give them a chance to change.
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FSDO might be able to point the OP in the right direction, but the ATC organization is, I think, totally separate all the way to the very top level. So it would be like talking to Dairy Queen about Geico; those two only meet at the Warren Buffet level.
 
airdale said:
FSDO might be able to point the OP in the right direction, but the ATC organization is, I think, totally separate all the way to the very top level. So it would be like talking to Dairy Queen about Geico; those two only meet at the Warren Buffet level.
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Yeah, the FSDO isn't really involved here. I would start with the FSS and see where they steer you. If you have an official complaint with ATC you want to lodge, I think that's your point of contact.
 
Henning said:
Yeah, the FSDO isn't really involved here. I would start with the FSS and see where they steer you. If you have an official complaint with ATC you want to lodge, I think that's your point of contact.
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Same story there, really. The FSSs and the towers (ATCT) are both in the ATC organization but are unconnected until a couple of levels from the top, so again the OP can probably get a referral or a phone number by calling an FSS but I'm virtually certain that the FSS chain of command cannot do anything more for him.

At least that's my understanding. Maybe one of the FAA guys can comment.
 
If I were you, as someone already mentioned, I'd prepare a "case file" with ATC audios. If you rely on LiveATC, note that their expiration date is short, so make sure you get the files into your PC, don't use links.
I think one relevant ATC tape could speak louder than all the words in this thread.
 
Geico266 said:
The contract tower at Grand Island, NE is an absolute pleasure to fly into. I always look forward to it. Friendly controllers.



Call them over the radio, but be smart about it. Say something like. " Is it standard policy for you guys to be ********s?" , "You don't need

o be rude to get the message across". " Maybe you should look for another line of work. "
Click to expand...




I'll second that. The controllers at Grand Island are top notch. I've heard them get stern if need be but I've found them to be polite, professional, helpful and they all seem to enjoy their jobs. Makes flying there fun!
 
Velocity173 said:
Yeah, email Serco headquarters. You could talk to the tower sup but I seriously doubt he'll be any help. I'd make sure you have some proof of the controllers being rude. LiveATC transcript would help.
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+1...

We have Serco run the tower here in Jackson Hole.... The entire crew are outstanding.....:yes:.....:):):):)
 
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