The problem is that to a great extent, Neffenger/HQ have limited ability to "implement solutions" - precisely because of what petaluma1 alludes to - the consistent inconsistency, right down to the individual screener level.

HQ wanted to 'implement' the acceptance of the NEXUS card as valid ID. We all saw how well that went and how long it took to become widely accepted.

We've had 'good apple' TSOs telling us for several years now that if you are physically incapable of assuming and holding the position in the NoS, you are not an 'opt out'. I can guarantee you that if you go to PHX T2 today, you will find it's a different story - and someone else posted recently about getting the same "You are an OPT-OUT - just like Sen. John Mccain!" at a different airport.

Pistole himself publicly apologized to a man whose ostomy bag was handled so roughly during a search that it ruptured. That same man was man-handled again at the same airport a few months later. More inconsistency.

If Neffenger wants consistently high performance, he might want to reconsider the 'consistent inconsistency' policy.

I don't think he will.

What Neffenger should do is go through multiple checkpoints all over the country. Go to PHX and see the Pre enrollment booth - and then find an open and staffed Pre lane during rush hour - or at any time. He should go through in a wheelchair and see the dignity and respect he may - or may not - get. He should go through pretending not to speak English. He should show up without his ID and see how the process is handled at multiple airports. He should check an Ipad and a fake Rolex in his luggage and see if they arrive. He should put something in his checked luggage that he knows will/should trigger a search - and then see if his "TSA-approved" lock gets cut or if the TSOs leave the 'been here' note.

He should try talking to TSOs during these activities. Ask why the Pre lane isn't available. Try to expain to a PHX TSO that he is not opting out (and being unpatriotic and giving the TSOs heartburn), he is physically incapable of assuming and holding the position. Put in a report for a stolen item and watch how TSA (doesn't) handle it.

He needs to do all of this himself, witness first hand what's going on. I suspect he would like to dismiss the pax as whiners. If he personally does the things I listed above, he's going to witness for himself what his TSOs are focusing on. A TSO who is barking at a pax is compromising his/her situational awareness and focusing on the pax instead of the task at hand - determining if there's any contraband.

Hint: it's not dangers to aviation safety. It's "lifelike replicas", crotches, water bottles, drugs, fake IDs - and personal conversations and cell phones.