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Originally Posted by Bart
(Post 12007935)
I've known very few people who were able to think rationally after being insulted. Usually, human nature is to either respond back in kind or to have some sort of attitude. It's not a matter of intelligence. It's a matter of emotions.
I tell my officers that we're not paid to get angry. When they encounter a particularly unpleasant passenger, I tell them to remember that there's a lot we do not know about the person. He or she could have just left a funeral of a loved one, could be on the way to the funeral, could have just blown a business deal, could have just found out that his or her spouse is having an affair, could be a whole bunch of other things that cause someone to act in a way that they otherwise would not. |
Originally Posted by Bart
(Post 12007935)
I tell my officers that we're not paid to get angry. When they encounter a particularly unpleasant passenger, I tell them to remember that there's a lot we do not know about the person. He or she could have just left a funeral of a loved one, could be on the way to the funeral, could have just blown a business deal, could have just found out that his or her spouse is having an affair, could be a whole bunch of other things that cause someone to act in a way that they otherwise would not. Could be that the person is just an a$$hole. I tell them that it's not worth the effort to find out which is which. Just let it all roll off the back. I am not heartless and without feelings even though most of my posts may not sound like that. I realize even TSO's have "off days" and like everyone have to deal with the sad reality that life brings to all of us at some point, but the conclusion that most frequent flyers have came to is that most TSO's for whatever the reason may be are not nice to deal with and lack any commonsense interpeting TSA's own rules and restrictions. When my sister passed away, followed a short time later by my fathers death I had to fly to both services and between trying to comfort my mother, and dealing with my own grief, my emotions were not at their best. I had no problems with TSA or any TSO on those trips and I am thankful for it. Its to bad that there are not, it seems, more of your collegues that try to impart on the TSO's what you have said because in the many travels I have had over the years I stand by what I have said about allmost all TSO's. Then again as you point out "that person could just be an a**hole", that goes both ways too, TSO's are not exempt from that either. |
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Originally Posted by Bart
(Post 12008493)
I know we have a couple officers who use their position to act like jerks around passengers. I think we've weeded most of them out, but it would be unrealistic to say that there are none on the floor. I don't know of any employee population that is 100% free of jerks.
Then there's the case of a particular officer I've known over the years. At heart, he is a good man with nothing but the best of intentions for his fellow human beings. He is one of the most despised people on the workforce: despised by fellow officers, airport employees, airline employees and just about every passenger he encounters. He has this uncanny ability of pissing people off. At first, I thought he was a jerk who slipped through the system. But as I got to know him over the years, I found that he is genuinely a good person. It's just that he is one of those people who has a way of saying things that come out wrong. You or I could say the exact same words and not offend anybody. He can walk into a room full of nuns, say good morning, and have the nuns ready to lynch him. He's been pulled off the floor and "detailed" to other duties pending his retirement. I clearly understand your point. I think you will agree that passengers don't have to be polite whereas TSOs should. However, supervisors can't fix the problem unless it is reported to them. Simply calling a TSO an idiot does nothing to fix the problem and only leaves the impression that the passenger doing the name calling is the problem instead of the TSO. I've always advocated notifying the supervisor about TSO misconduct but have been met with skepticism. Far easier to sign online and whine about it, I guess. If you read my posts, one would be certain that I am the most UNreasonable, harsh, cruel, vindictive person you would ever not want to meet. However most people who have known me for years often describe me as one of the most mild mannered individuals they have ever known. I have in the past notified supervisors of what I thought was a TSO being out of bounds in their conduct/actions, I dont know what became of those incidents. I do respectfully disagree about "signing online and whine about it", I prefer to descibe it as others have as "venting". |
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Originally Posted by Bart
(Post 12007935)
I've known very few people who were able to think rationally after being insulted. Usually, human nature is to either respond back in kind or to have some sort of attitude. It's not a matter of intelligence. It's a matter of emotions.
I tell my officers that we're not paid to get angry. When they encounter a particularly unpleasant passenger, I tell them to remember that there's a lot we do not know about the person. He or she could have just left a funeral of a loved one, could be on the way to the funeral, could have just blown a business deal, could have just found out that his or her spouse is having an affair, could be a whole bunch of other things that cause someone to act in a way that they otherwise would not. Could be that the person is just an a$$hole. I tell them that it's not worth the effort to find out which is which. Just let it all roll off the back. |
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Originally Posted by Bart
(Post 12009929)
Let's try looking at this from a TSO perspective (TSORon, HSVTSODean, myrgirl feel free to chime in):
Just had an unpleasant encounter with a passenger, so the TSO is going to "retaliate" by making that passenger stick around the checkpoint just a little bit longer and either abuse that TSO or other TSOs. And of course, the other TSOs won't even mention it to the one who made the referral. Yeah, right. My friend, the actual truth is that TSOs want to get people through as quickly as possible. They hand-wand/search them only because they have to or the situation warrants it. Then we have real world events like where someone had the audacity to bring $4,700 with them through a TSA Dragnet Checkpoint. |
Originally Posted by Bart
(Post 12009929)
My friend, the actual truth is that TSOs want to get people through as quickly as possible. They hand-wand/search them only because they have to or the situation warrants it.
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Originally Posted by Bart
(Post 12010025)
I am certain that TSOs make it a point to refer you to secondary screening because they don't like you.
Originally Posted by Bart
(Post 12010025)
It's all about you. Always has been. Always will be. You and a million others.
Originally Posted by Bart
(Post 12010025)
This is covered during shift briefings. In fact, TSOs have a quota they have to fill. I'm not talking about just random screenings. I'm talking about an RSSQ: retaliatory secondary screening quota.
I immediately called for a supervisor and after explaining what happened, the supervisor agreed with me and apologized. |
Originally Posted by Tom M.
(Post 12010048)
Poor little picked on Bart. Want a little cheese with that whine:D
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Originally Posted by Superguy
(Post 12010074)
Remember, if it doesn't happen in BartworldŽ, then it doesn't happen anywhere. Ever.
Until they can admit to having a problem then no corrective action can be taken. All of the pleading, coaching or any other actions are for naught. Bart this was not directed at you but the whole of TSA. |
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Originally Posted by Bart
(Post 12010313)
One of the recent opportunities I've had is to go to other airports as an evaluator to assess officer proficiency in basic screening skills. I've found that a majority of airports are right on the money. There are those, however, that need improvement. Still, the TSA standard is pretty standard.
As for corrective action, it all begins with speaking with the supervisor and documenting the incident. Some in here, including the one to whom you responded, absolutely refuse to submit written complaints to the TSA leadership. Pretty hard to fix it at that point. Well Bart I think TSA as an organization is broken. There is plenty of evidence to draw on to formulate that opinion. It's apparent that screeners are looking for much more than WEI or other prohibited items. People are being treated improperly and some have had items stolen from them. But if your satisfied with this level of performance for TSA then so be it. |
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