Originally Posted by
SATTSO
I do agree that there should be more strict standards. Customer service should play a role, what role I do not know (there are legitimate complaints, and not so legitimate).
TSA would hardly be the first business in the world who would have to make that distinction. There are plenty of customer-service organizations who have evaluation processes in place to help distinguish between the two. I'm sure TSA could do a little bit of basic research to help figure that out.