There seem to be some improvements at some airports. I used to go out of JFK T3 and they didn't scream. Now I always go out of T4 and don't have a full view because I use the Übermensch lane. But I do see a little, and they are putting more people into that lane and explaining things quietly without screaming. Because the clerks use their indoor voices, people listen and understand, and everybody knows the drill before they get to the X-ray machine. Later this year I will go out of T1, which has no Übermensch lane, and will see how that is.

I am aware that there are still some airports that are as bad as they ever were. I wonder if a lot of it doesn't have to do with who the supervisory clerk is. I did the Nexus game at T2 in 2011 and 2012 with spectacular results, and each time the supervisory clerk involved was stupid an obnoxious, having no notion that maybe it would be a good idea to look up whether the NEXUS card was a valid ID or not. At other checkpoints (including T4) I've had clerks who didn't know what it was and who either looked it up in a book or asked somebody.

It's not impossible to find clerks who are willing to follow the rules, but what I'd like Ross to tell us is what does the TSA do not just to teach the rules to the clerks and their supervisors, but to instill in them a desire to follow the rules.