Originally Posted by PoliceStateSurvivor
Except for one problem: Such request are at times met with threats and more intimidation.
As we have already agreed, it is a leadership/management issue. Until the cleaning of the ranks starts at the top, changes at the checkpoints are unlikely.
Worse yet, I am afraid there are some in the TSA "leadership" that see value in mistreating and intimidating passengers - along the "we'll show them who's the boss here!" line.
It is "mis"managers like this that should be terminated. I believe it is possible to maintain security with a high level of customer service. I've always heard the phrase, "You must sacrifice one to have another" when it came to security and customer service.
I always stress to the screeners to remain calm regardless of the passenger's demeanor, unless the passenger begins to threaten you personally. Then call me over and I can handle the situation. Luckily, it has never escalated to that level.