Originally Posted by gsoltso

If you think that the agency is immune to the failings of human nature, then you are sadly mistaken. All agencies are subject to that element of nature and some will always slip through into the ranks. It happens to all federal agencies, FBI, CIA, DHS, USS, and any other alphabet soup group you can throw at the wall, it is unrealistic to expect different - just like it is unrealistic to expect passengers to know all of the rules on flying and to be 100% perfect every flight. I keep saying on here that I am lucky, I work at a smaller airport and don't see much of what you guys post about on here. The worst we usually have is an argument over who is supposed to rotate to the next position when. I think you should take each passenger that comes in as they come, help them where they need it, and communicate with them as they come through (this applies mainly to the ones that need the help, not the Road Warriors that fly twice and 5 times a week, those folks just want to be left alone!).