Originally Posted by jkhuggins

At the same time, large corporations don't have PR staff whose job is to say "well, your product wasn't of a quality consistent with our standards, but quit complaining about it because what do you expect?". On the contrary: they have staff whose job is to fix the problem --- and, barring that, make things right for people who had a substandard experience.

The solution to TSA's problem of consistency isn't to give up and blame the passengers for their unreasonable expectations. The solution is for TSA to admit --- every time --- when it get things wrong, and to move towards making those occurrences occur less often.

You're in a business where everyone is going to criticize you. That's the nature of any public service job. Complaining about it ain't gonna change the job. If you want a job where people aren't going to complain about you, I'm sure there's a nice desk job somewhere you can find.