Harvard Business Review: Simple Ways the TSA Could Make Customers Happier
Jul 26, 2011, 11:29 am
#76
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Join Date: Jun 2005
Posts: 57,618
A silent video monitor is all that is really necessary. CPH has one of the better ones I've seen.
Jul 26, 2011, 12:45 pm
#78
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Join Date: Sep 2006
Location: where the chile is hot
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This is why the 'concierge' approach that exbayern described elsewhere works so well.
Instead of TSOs barking random loops at everyone, there's a TSO-equivalent whose sole function is to expedite by helping pax who need assistance - language issues, sight or hearing-impaired, just overwhelmed and befuddled.
Similar to this: at many non-US airports, if you alarm the WTMD, the patdown is immediate. There is no 'holding' the pax while someone qualified and available is summoned.
Instead of TSOs barking random loops at everyone, there's a TSO-equivalent whose sole function is to expedite by helping pax who need assistance - language issues, sight or hearing-impaired, just overwhelmed and befuddled.
Similar to this: at many non-US airports, if you alarm the WTMD, the patdown is immediate. There is no 'holding' the pax while someone qualified and available is summoned.
Jul 26, 2011, 1:02 pm
#79
Join Date: Sep 2006
Posts: 6,967
This is why the 'concierge' approach that exbayern described elsewhere works so well.
Instead of TSOs barking random loops at everyone, there's a TSO-equivalent whose sole function is to expedite by helping pax who need assistance - language issues, sight or hearing-impaired, just overwhelmed and befuddled.
Instead of TSOs barking random loops at everyone, there's a TSO-equivalent whose sole function is to expedite by helping pax who need assistance - language issues, sight or hearing-impaired, just overwhelmed and befuddled.
The time and care that they take is commendable, as is the solution-based approach that they take. Instead of making it a negative experience, they try and find a way for the passenger to pass through with the minimum amount of impact (ie checking their toiletries rather than tossing them, etc)
Jul 26, 2011, 3:54 pm
#80
Join Date: Nov 2008
Posts: 3,657
It doesn't. Neither do all the posted signs (without Braille equivalents). Heck, I doubt it's possible to navigate a TSA checkpoint with a severe visual impairment without some sort of assistance (be it from a traveling companion or a TSA employee).
Jul 26, 2011, 6:48 pm
#81
Join Date: Oct 2010
Location: Denton County, TX
Programs: AA Executive Platinum, Hilton Diamond
Posts: 737
A feel good article but like many said - it avoids the main issue of the fact that the screening procedures themselves are inappropriate, unnecessary, theatrical, degrading, a waste of money (and IMO) unconstitutional.
Jul 30, 2011, 5:53 am
#82
Join Date: Nov 2010
Posts: 360
Maybe he wants to be on the same level as most FlyerTalk members? Seriously, it seems the FlyerTalk community can not control itself in using names to talk about TSA employees, and the moderators have all but given up on attempting to end it, so why shouldn't he call a cupcake a cupcake? Fair is fair, right?
Jul 30, 2011, 6:00 am
#83
Join Date: Nov 2010
Posts: 360
Ah, finally, an overt threat. Now we know that you are not here to discuss things. And what is that "special treat?" A finger or two or three inserted in an orifice? Tweaking the Nos so it emits tenfold the radiation? I'd say you better go back and read the Director's guidelines on the use of social media by TSOs. This whole thread, and your overt "special candy" threat are going to the OIG, cupcake.
