TSA's attitude toward the customer
#1
Original Poster
Join Date: Mar 2011
Location: Seattle
Programs: Hyatt, Marriott, Delta, Alaska
Posts: 636
TSA's attitude toward the customer
I saw this on a Facebook post from a friend of a friend, both of whom work for TSA.
"I don't care if it is a cat X airport or a III airport the people are the same, "the rules don't apply to me". Remember, when they step on airport property they lose all ability to, read, hear, think, listen or understand the spoken word. just treat everyone as if they had never been on a flight and this is the first time they knew that there were any rules to follow. and you will be fine."
I would like to see your thoughts and reactions to this, from both sides of the blue shirt.
FWIW, I haven't usually been subjected to such an attitude, but then, I try to at least act like I've done this before.
"I don't care if it is a cat X airport or a III airport the people are the same, "the rules don't apply to me". Remember, when they step on airport property they lose all ability to, read, hear, think, listen or understand the spoken word. just treat everyone as if they had never been on a flight and this is the first time they knew that there were any rules to follow. and you will be fine."
I would like to see your thoughts and reactions to this, from both sides of the blue shirt.
FWIW, I haven't usually been subjected to such an attitude, but then, I try to at least act like I've done this before.
#2
Suspended
Join Date: May 2005
Posts: 4,953
I saw this on a Facebook post from a friend of a friend, both of whom work for TSA.
"I don't care if it is a cat X airport or a III airport the people are the same, "the rules don't apply to me". Remember, when they step on airport property they lose all ability to, read, hear, think, listen or understand the spoken word. just treat everyone as if they had never been on a flight and this is the first time they knew that there were any rules to follow. and you will be fine."
I would like to see your thoughts and reactions to this, from both sides of the blue shirt.
FWIW, I haven't usually been subjected to such an attitude, but then, I try to at least act like I've done this before.
"I don't care if it is a cat X airport or a III airport the people are the same, "the rules don't apply to me". Remember, when they step on airport property they lose all ability to, read, hear, think, listen or understand the spoken word. just treat everyone as if they had never been on a flight and this is the first time they knew that there were any rules to follow. and you will be fine."
I would like to see your thoughts and reactions to this, from both sides of the blue shirt.
FWIW, I haven't usually been subjected to such an attitude, but then, I try to at least act like I've done this before.
#4
A FlyerTalk Posting Legend
Join Date: Sep 2006
Location: where the chile is hot
Programs: AA,RR,NW,Delta ,UA,CO
Posts: 41,681
I saw this on a Facebook post from a friend of a friend, both of whom work for TSA.
"I don't care if it is a cat X airport or a III airport the people are the same, "the rules don't apply to me". Remember, when they step on airport property they lose all ability to, read, hear, think, listen or understand the spoken word. just treat everyone as if they had never been on a flight and this is the first time they knew that there were any rules to follow. and you will be fine."
I would like to see your thoughts and reactions to this, from both sides of the blue shirt.
FWIW, I haven't usually been subjected to such an attitude, but then, I try to at least act like I've done this before.
"I don't care if it is a cat X airport or a III airport the people are the same, "the rules don't apply to me". Remember, when they step on airport property they lose all ability to, read, hear, think, listen or understand the spoken word. just treat everyone as if they had never been on a flight and this is the first time they knew that there were any rules to follow. and you will be fine."
I would like to see your thoughts and reactions to this, from both sides of the blue shirt.
FWIW, I haven't usually been subjected to such an attitude, but then, I try to at least act like I've done this before.
#8
Join Date: Oct 2008
Location: Greensboro
Programs: TSA
Posts: 2,424
While it may seem to be the case, that is a pretty silly attitude. Most of the folks coming through are not necessarily in an element they are used to. The business travelers have an edge, in that they have more experience and time in the airport enviornment, but they are not always certain of what is going on either. Casual travlers have no clue what is going on, simply because they (in many cases) have had 14 people tell them 14 different things, and by the time they get into the checkpoint area, they have read about half of the signs, and none of them josh with what the 14 people have told them. When you get into an unfamiliar situation, there will always be some element of confusion, this is usually resolved fairly easily by the TSOs talking to you or answering questions (which is what is supposed to happen). It is not that the folks coming through are stupid, just unused to what is going on and not always on the same sheet of music. TSOs should slow down and talk more to the passengers - not yell at them, or bark at them - just talk to them. I would venture that tons of problem situations at checkpoints could have been resolved by a TSO taking 30 seconds and communicating with the passengers.
#9
FlyerTalk Evangelist
Join Date: May 2009
Posts: 16,044
Exactly the reasoning on why the Hotline being discussed in another thread won't work. That simply adds another "layer" of telling the traveler something different.
#10
Join Date: Feb 2008
Location: Nashville, TN
Programs: WN Nothing and spending the half million points from too many flights, Hilton Diamond
Posts: 8,043
While it may seem to be the case, that is a pretty silly attitude. Most of the folks coming through are not necessarily in an element they are used to. The business travelers have an edge, in that they have more experience and time in the airport enviornment, but they are not always certain of what is going on either. Casual travlers have no clue what is going on, simply because they (in many cases) have had 14 people tell them 14 different things, and by the time they get into the checkpoint area, they have read about half of the signs, and none of them josh with what the 14 people have told them. When you get into an unfamiliar situation, there will always be some element of confusion, this is usually resolved fairly easily by the TSOs talking to you or answering questions (which is what is supposed to happen). It is not that the folks coming through are stupid, just unused to what is going on and not always on the same sheet of music. TSOs should slow down and talk more to the passengers - not yell at them, or bark at them - just talk to them. I would venture that tons of problem situations at checkpoints could have been resolved by a TSO taking 30 seconds and communicating with the passengers.
Either we are all suspects needing approval of the authority to continue or we are just travelers trying to get on a plane and there may be those among us that are "bad guys." Pick the prevalent thought process and the attitude for dealing with us comes automatically.
#11
FlyerTalk Evangelist
Join Date: Mar 2008
Location: DFW
Posts: 28,111
While it may seem to be the case, that is a pretty silly attitude. Most of the folks coming through are not necessarily in an element they are used to. The business travelers have an edge, in that they have more experience and time in the airport enviornment, but they are not always certain of what is going on either. Casual travlers have no clue what is going on, simply because they (in many cases) have had 14 people tell them 14 different things, and by the time they get into the checkpoint area, they have read about half of the signs, and none of them josh with what the 14 people have told them. When you get into an unfamiliar situation, there will always be some element of confusion, this is usually resolved fairly easily by the TSOs talking to you or answering questions (which is what is supposed to happen). It is not that the folks coming through are stupid, just unused to what is going on and not always on the same sheet of music. TSOs should slow down and talk more to the passengers - not yell at them, or bark at them - just talk to them. I would venture that tons of problem situations at checkpoints could have been resolved by a TSO taking 30 seconds and communicating with the passengers.
The public needs clear, written, documented rules, and procedures that we must comply with.
TSA has failed to properly serve the public on this point!
#12
Join Date: Jul 2006
Programs: United
Posts: 2,710
#13
Join Date: Jul 2009
Programs: none
Posts: 1,668
I saw this on a Facebook post from a friend of a friend, both of whom work for TSA.
"I don't care if it is a cat X airport or a III airport the people are the same, "the rules don't apply to me". Remember, when they step on airport property they lose all ability to, read, hear, think, listen or understand the spoken word. just treat everyone as if they had never been on a flight and this is the first time they knew that there were any rules to follow. and you will be fine."
I would like to see your thoughts and reactions to this, from both sides of the blue shirt.
FWIW, I haven't usually been subjected to such an attitude, but then, I try to at least act like I've done this before.
"I don't care if it is a cat X airport or a III airport the people are the same, "the rules don't apply to me". Remember, when they step on airport property they lose all ability to, read, hear, think, listen or understand the spoken word. just treat everyone as if they had never been on a flight and this is the first time they knew that there were any rules to follow. and you will be fine."
I would like to see your thoughts and reactions to this, from both sides of the blue shirt.
FWIW, I haven't usually been subjected to such an attitude, but then, I try to at least act like I've done this before.