Originally Posted by Pavane
I was traveling with a little girl who had lost her hair for a medical reason. We got selected for the "puffer" machine and it required her to remove her hat. She burst into tears. I went to the TSA guy (who was bald) and quietly explain the problem. He started to get testy, but the child kept getting more and more upset so he said, "We can hand check her, but YOU have to go through," in a mean voice. I said that was no problem. I kept my eye on the child who was very thoroughly checked while sobbing away from me. Really, this was too much.
I can understand the emotional content of this, I can. I've got 2 people I know going through cancer treatment right now, one is 8 and the other is 23. However, what is an officer supposed to do about policy he has no control over. They are following their training and their SOP while trying to make people safe and accomodate the thousands of passengers an hour that clear some of these checkpoints. Many checkpoints are understaffed and officers are doing mandatory overtime in many airports. Morale is low in many places and turn-over is high. The pay is marginal for a job that is characterized by administrators as the point of explosion. Most (I wouldn't say all) officers only want to get you and the 100 people behind you through their area and on your way in the most effective way possible. Do you think they really have the time or energy to fight with everyone. Will it inconvience people, sure. Should we really make security at an airport nice and gentle and totally accomodating so that no one gets offended?? People get angry, they get rude and trite. So do Officers after the 100th person that day is in their face being angry, rude, or trite to them. Would extra courtesy and understanding go a long way?? Of course, from both sides of the fence. Security is a partnership of all participants, not just the officers. Try asking an airline agent what they really think of their customers some time.