It has been my loudest complaint since coming to work here. Small or minor variances I can chalk up to differences in culture or regional differences, but the process written in the SOP is fairly easy to understand and follow, so the it should be basically the same for all passengers coming in. There are some here that will post the "attitude" factor comes into play, and in some instances, I have no doubt that it does - that is not acceptable. Even with a passenger that is being an a$$, if you are professional, do what you are supposed to and finish the job efficiently (and again, professionally!) - there would be only one a$$ in the checkpoint and everyone would know which one that would be.