DEN TSA issues
 

I fly every week utilizing DEN. Today, Sunday, December 5th, 2010, I had an experience that is quickly becoming intolerable. I waited over 30 minutes in the restricted access line at main security (West). This same thing happened a couple of weeks ago. It was not busy at all. Why would they pretend to offer faster access to their best customers only to have them stand in line while others go before them. We do our part, flying often and following the rules, only to be treated poorly with complete indifference.
Management of security checkpoints is a joke at DEN. (Believe me, I heard it often while waiting, as we had plenty of time). I have a management degree, and I wonder if anyone with DEN TSA does. Theirs is a business of customer service, but they don't offer what most would call real customer service. (Yes, I know TSA is an inforcement agency, but we are still airport and airline customers). Instead, they act like these customers are a burden to be dealt with, a necessary evil.

"Instead, they act like these customers are a burden to be dealt with, a necessary evil." AND the enemy, as well.

Therein lies the whole problem.

I was there yesterday (4th) and they were surprisingly fast and polite, unlike my previous time through there. Maybe the NOOD lesson has worn out for some of them.