TSA Airport Security: Focus On The Agents

TSA Airport Security: Focus On The Agents

It is really interesting how having insider information changes the way that I view things. I can tell you that as a nurse in both medical offices and the hospital, I was trained on many policies and procedures. Even though sometimes some of them seemed ridiculous, as a nurse I was required to comply with the rules of the medical facility. Other times, the rules made sense to us as health care providers because of what we had experienced in the medical environment, but to the general public seemed to be excessive or unfair.

For instance, we knew that it was difficult for people to see their loved ones in pain or even to have an IV started. Even if they were health care providers as their occupation, as a patient’s relative they were treated differently in that situation.

One rule we had was that as we started an IV for surgery in the pre-op area, the family couldn’t be in the room. Why was this? Because from experience we knew that sometimes family can make the patient more nervous by comments, their attitude, or even be more of a problem to the staff by fainting when they saw blood or a needle (and therefore becoming an additional patient as we cared for them).

Some patient’s family members would get upset by this rule and think it was an unfair policy. It was easy for us, as staff, to see that it was in the best interest for all involved.

I am reminded of this when I watch TSA agents do their job. In the best interest of all passengers, they are required to enforce the rules. They do not make the rules, but they have been trained to understand the necessity of things that the average traveler may just view as a hassle.

Why do we have to remove our shoes? Well I can tell you that I never argue with this one as I was in the Paris airport the same day the “Shoe Bomber” flew out of there. Rules have been set up as a result of events.

I have heard so many people complain and be rude to agents. I am taking this opportunity to admit that yes, not all agents are fair. Some have an attitude, some could be more understanding and patient, but ALL must enforce the rules. That is their job.

Just as a nurse, I may not have agreed with everything in the hospital scene, but as an employee, I could not change those rules just because I disagreed with them or if a patient argued with me.

Remember during this busy Holiday Season of travel, that delays are bound to happen, tempers will flair as passengers are inconvenienced. Some TSA agents may be in a bad mood or unreasonable just as there are definitely nurses in the hospital that you would rather avoid ( “nurse from hell” I believe is what they are referred to!).

However, the majority of TSA agents have the best interest of you and your family in mind. I saw a You Tube video of a child in a wheelchair being screened and people were outraged that he was “picked on”, or the little old man who could barely stand being asked to remove his shoes.

Let me tell you something – terrorists are not above using children, little old men, or baby’s bottles to accomplish their goals.

TSA agents do not set out to make your trip miserable. And we may not agree with all the policies and practices (just as they also may personally feel different than their employer).

If you have a problem with an agent, DO NOT ARGUE with them. They will win – you are in their territory! Instead remain calm, ask for a supervisor, write down the name of the agent, the airport, time and flight and file a formal complaint. I can tell you that these complaints are taken seriously and they are great in following up on them.

On a flight out of Hawaii, there was an agent who did not allow me to take Infant Tylenol through security – even though it was under 3 ounces. I did file a formal complaint on the manner in which she handled it and also that I was more current on the rules than she was. Her supervisor called me and was interested and responsive to the situation.

Just like with flight attendants and gate agents, it never pays to argue as they have the power to make your flight miserable. If you make a scene in airport security, I can guarantee you that you will be delayed and additionally screened – if not arrested.

However, remember that the hassle of security is not there because of these agents, they are doing their job and following the rules from the higher ups! They are everyday humans like you and I (trained professionally to keep us safe) and after their shift they return to a home and family and have to commute and have to go through security themselves when they fly and even when they go to work! They also can have bad days, migraines, the flu, or be going through a rough time personally. Although this should not affect their job – let’s be real. We are human.

Prepare ahead of time for security. Plan extra time in your itinerary for security. You can always find things to do if you have extra time before boarding. But getting upset because you are running late will not get you through security faster. Do not take your frustrations out on people who are just doing their job to protect you. Believe me, you would thank them if you could see what they prevent some people from bringing on planes!

Next time you go through security – be polite and thank the agents for doing their job effectively. They take a lot of verbal abuse in one work shift for things out of their control. If they are rude, simply write their name down and ask for a supervisor. Your children observe more than you know and watch how you handle situations. Prepare them for security (the Shae By Air DVD Toolkit addresses this topic) and instead of dreading the process, relax, take a deep breath and smile at the agents. Even if they don’t smile back, know that it is because of their job responsibilities that you are protected.

And if you feel that TSA is overlooking an area of concern, contact them by email TSA-ContactCenter@dhs.gov or phone toll-free at 1-866-289-9673 (open 24 hours a day). If you feel that you have been discriminated against, contact information is found at http://www.tsa.gov/travelers/customer/discrimination.shtm

Appreciate the TSA for what it DOES do and if you want to be disgusted with anyone about the extent that airport security goes to, realize it is the terrorists and those that threaten your family who deserve the blame.

Don’t waste your energy and time being rude or upset by airport security rules. Observe instead the unique environment that these agents work in and realize that working with the public in a stressful situation is a tough job!