I think it's about time for the GAO to take ownership of the TSA ombudsman office and begin recruiting people for 'mystery shopper' roles to document the screening experience, from adherence to SOP down to customer service/treatment.

The GAO should, through the ombudsman/compliance office, have a line-item path to suspend or terminate the employment of any TSA employee who is found to wilfully violate SOP, or mistreat/threaten/harass customers, whether that person is a screener or the FSD.

Enough is enough.