Quite a good responce LessO2.
MHO ... As various people travel for various reasons , business .. pleasure .. family .. urgency .. the smallest percentage are traveling to do harm. Travel can be stressful , some folks need a hand all the way through the process .
With the primary function of the TSA as keeping the planes and passengers secure from the possibility of another 9 / 11 in some form or another , on start up , rather than bullying in with possibly good folks with little knowledge of the traveling public , I personally don't believe the govt worked with the ports / airline personel to hire and train on the passenger equation of the process.
That has well been demonstrated with the lack of regard/repect toward passengers and the variance of occurances in air travel. By the inability of the early TSO's being allowed to make judement calls based on situational awareness , being decision makers and a true understanding , that the traveling public are our " customers " , keeping in mind , that the very few who are traveling by air to do harm are the proverbal " badguy " that the objective is to prevent .
Personally , I joined the TSA almost year ago , knowing the bad reputation that has been created by the goon style mentality , with the hopes that change would happen , because it certainly didn't/doesn't have to be that way. My degree is in accounting , my preference and 15 years of commitment is passenger service.
My previous training as a lead CSR for UA , equipped me to deal with unruley passengers as well as unknowledgeable .. but also the very knowledgeable. A decision maker , a problem resolver , the abilty to think ahead of potential problem and the idea that a little common courtsey/respect goes along way for a smooth operation/transaction. ( Not to mention that if we were to treat our passengers in the manner they expect , they came back . That meant revenue/job security )
Anyway enuff said , but it is quite nice to see the new mentality that not every passenger is a threat or guilty until proven innocent.
my 2 cents