While it may seem to be the case, that is a pretty silly attitude. Most of the folks coming through are not necessarily in an element they are used to. The business travelers have an edge, in that they have more experience and time in the airport enviornment, but they are not always certain of what is going on either. Casual travlers have no clue what is going on, simply because they (in many cases) have had 14 people tell them 14 different things, and by the time they get into the checkpoint area, they have read about half of the signs, and none of them josh with what the 14 people have told them. When you get into an unfamiliar situation, there will always be some element of confusion, this is usually resolved fairly easily by the TSOs talking to you or answering questions (which is what is supposed to happen). It is not that the folks coming through are stupid, just unused to what is going on and not always on the same sheet of music. TSOs should slow down and talk more to the passengers - not yell at them, or bark at them - just talk to them. I would venture that tons of problem situations at checkpoints could have been resolved by a TSO taking 30 seconds and communicating with the passengers.