Except you completely ignored the statement you highlighted. I stated that if a TSO is professional and courteous - it becomes about policy or personal issues on the passengers part, not the TSO in front of them. One snippet of video does not encompass the entire event that happened. I will not excuse the attitude or behavior by the individual in this video, I have no problem saying that this should have been handled differently. I have done so in the past - your willful omission of that says volumes. I openly agree that we have some employees that exhibit a lack of professionalism (at least some of the time, based upon the videos I have seen). Painting our entire workforce with that same brush is a shallow abuse of words, and shows an unwillingness to see other things that are there. Power-trippers, thieves and unprofessional TSOs are not acceptable, and never will be - if you see it, please file complaints, or link them to me here, I will send them to the customer service folks. These types of videos, I will welcome the chance to forward those to the customer service folk at HQ.