Originally Posted by T-the-B (Post 14339388)

On this point I have to agree with them. Despite anything that TSA says it is impossible for it or its employees to provide "customer service" for the simple reason that not a single person TSA screens is a "customer". I don't want to get in an argument about semantics but it is important to understand what is going on in the interplay between passengers and TSA.

A customer is one who voluntarily engages in a transaction or activity with the provider of a product or service. There are several principles inherent in the concept of a voluntary transaction. One is the ability to take one's business to a competitor. Another is the ability to negotiate the terms and conditions of the transaction. Lastly, a customer is allowed to change his mind and terminate the transaction.

None of these principles apply in the interaction of passengers with TSA. The involvement is far from voluntary; there is no possibility of being screened by some authority other than TSA (or a TSA contractor as at SFO). If I am part way through the screening I cannot change my mind and leave. And, far from being able to discuss and possibly negotiate the appropriate level of screening, TSA keeps many of its rules and procedures hidden from the public under the label of "SSI".

The ludicrous idea of a passenger being able to decide what level of screening he wants to purchase demonstrates just how ridiculous any talk of "customer service" is. TSA may wish to treat people with respect and dignity, just as most commercial enterprises do, but this is only a tiny aspect of "customer service". Is is really only the bare minimum standard of behavior that decent people should aspire to - a floor, not a ceiling. That TSA decided it needed to have a "customer focus" (i.e. treat people decently) after many years of existence is a damning indictment, not a praiseworthy development.

Let's be clear about the reality. Passengers are not TSA's customers. TSA is not offering a service that people can choose or not. TSA is a government entity, enforcing secret regulations on the traveling public with the full weight of governmental power. If a passenger is unhappy with the results of his interaction with TSA, that's just too bad. If TSA is unhappy the passenger is subject to administrative fines, retaliatory action, and criminal prosecution. That doesn't look much like a normal customer/provider relationship to me.

However; I may be wrong. If I really am a customer, tell me how to take my "airport screening business" elsewhere. I'd really like to patronize one of TSA's competitors.

Originally Posted by SATTSO (Post 14339723)

You are talking about semantics. And the argument aboubt whether it is voluntary or not is sort of moot; too many court ruling that state it is; courts have repeated ruled passengers knowingly put themselves through screening. But that's a matter or perspective, I think.

But let me explain more fully what I mean by customer service. I do not think there is a need to talk to passengers with a rough, firm voice. Never a need to yell. We do not need to glare at people. Or "bark" at them that they should already know the rules. That are some of the things these men do; I disagree with how they treat people, and say the have bad customer service skills.

Not that I have more fully detailed what I mean by customer service skills, I still hope you don't agree with those men....

Originally Posted by SATTSO (Post 14339723)

But let me explain more fully what I mean by customer service. I do not think there is a need to talk to passengers with a rough, firm voice. Never a need to yell. We do not need to glare at people. Or "bark" at them that they should already know the rules. That are some of the things these men do; I disagree with how they treat people, and say the have bad customer service skills.

Not that I have more fully detailed what I mean by customer service skills, I still hope you don't agree with those men....

Originally Posted by SATTSO (Post 14335380)

I have [corrected other screeners "on the spot" in front of the passengers] on a handful of occasions. As some examples, [...] and another was about net book vs laptop and which comes out of the bag.

Originally Posted by T-the-B (Post 14340062)

I agree wholeheartedly with you that there is no need to deal with the public in a rude, officious manner. However, I agree with them in that TSA does not, and never can, provide customer service. If you want to define "customer service" as basic politeness I won't argue with you, but to me "customer service" connotes a lot more than that.

Originally Posted by T-the-B (Post 14340062)

I agree wholeheartedly with you that there is no need to deal with the public in a rude, officious manner. However, I agree with them in that TSA does not, and never can, provide customer service. If you want to define "customer service" as basic politeness I won't argue with you, but to me "customer service" connotes a lot more than that.

Originally Posted by jkhuggins (Post 14340554)

I think there's a middle ground between "basic politeness" and "willing participant in a voluntary commercial transaction".

"Basic politeness" can still be quite passive. "Customer service" can be much more proactive in helping both parties achieve their mutual goal: to get the screening process over as quickly as possible and get the passenger on his/her way to their flight.

"I'm sorry, but regulations require that we perform a secondary screening. Would you prefer to do it over here, or in private? I can arrange to have your bags brought over here so that they stay within your view." (Note how sneaky this is: the passenger never touches their own items until the screening process is done, but it looks like the TSOs are doing the passenger a favor by carrying the items over to them.)

"I'm sorry, but I'm unfamiliar with this particular ID card. Is this on the list of suggested IDs? Pardon me while I summon a supervisor for assistance."

"Change my gloves? I would be happy to do so. Is there anything else I can do while searching your bag to ease your concerns? If regulations permit, I will be happy to do so."

It's not merely about being polite ... it's about being polite and proactive.

Originally Posted by SATTSO (Post 14340571)

I guess you and I look at the term customer service differently. Which is ok.

Originally Posted by SATTSO (Post 14335380)

I have [corrected other screeners "on the spot" in front of the passengers] on a handful of occasions. As some examples, [...] and another was about net book vs laptop and which comes out of the bag.

Originally Posted by Boggie Dog (Post 14189966)

I noticed on some recent travels that Tennis Rackets are apparently ok for carry on.

So a person can carry on a club but my 2 1/2" Old Timer is verboten.

Makes people wonder who writes the TSA rules!!

Originally Posted by TSO_LAS (Post 14331341)

Here are some experiences I have had with TSA while working for TSA.

This occurred over a year ago.

I was on my way back home flying out of a very small airport cat 3 or cat 4. I had my work uniform in my bag but that wasn't the problem. The problem the Xray operator had was my metal badge which was inside my bag. Now let me explain why I had my uniform. I had my uniform because I got on the originating flight right after my shift ended then I just kept my uniform in my bag for my entire trip. Now back to my problem.

When I saw the bag checker grab my bag I was a bit confused because I know my bag was compliant 100%. The only thing I could think of was that it was just a random check. Nope.

The bag checker then told me she needed to search my bag and that I needed to come with her to the table. I said O-K.

Well the first thing she grabbed out of my bag was my metal badge(she didn't bother to look at the front of it) She then proceeded to tell me that my badge could not go because I could stab people with the metal pin on the back of it. She then told me I could put it in my checked bagage or mail it home.

At that point I told her to turn the badge over and look at the front of it.
She did so and then proceeded to tell me that I could have bought the badge anywhere.

I frowned and then reached into my back pocket to get my government ID and my Airport ID badge.

At that point she called her supervisor. Her supervisor comes over and inspects ALL of my ID. Then leaves without saying anything. Well after 20 damned minutes the supervisor comes back with an airport manager and tells me I have a phone call from my Airport.

The supervisor told MY airport managers that I was trying to circumvent security at her airport by flashing my metal badge.:mad:

Luckily my mangers know me very well and could tell the other airport were a bunch of idiot so I didn't get in any trouble except a warning to avoid that airport.

I'm not going to say what airport it was. But its very small and most of you will never fly out of it. Wish I could tell you guys but it for my privacy.