Originally Posted by LostInAmerica

Perception is highly subjective, but I do not think that the TSA views passengers as "customers". Although they technically work for us, in my opinion they seem to view all passengers as an inconvenience that must be dealt with.
But the airlines, who are in a service business, seem to have a problem with the concept of "customer service". If I treated my clients the way that airlines treat their customers I would soon be out on the street. Airlines keep telling us that we have voted and that price is the deciding factor in air travel. But since airlines typically have almost the same fares (but it is somehow not price fixing) I would think that one of them would take the initiative to distinguish themselves in the marketplace by offering a superior quality product. But the herd mentality is strong and creative thinking is in short supply...