The TSA Is Training Employees How To Be Even More ArrogantSubmitted by Jao171 on Fri, 02/01/2013 - 20:12
In order to change the tarnished image that so many have of the Transportation Security Administration, they are attempting to train their employees to use proper etiquette. Etiquette is defined as conventional requirements relating to social behavior or proprieties of conduct as established in any class, community or for any occasion. Unfortunately, for ordinary citizens that are forced to pass through TSA checkpoints when traveling, these etiquette classes will not have a visible or measurable impact on interactions with the TSA.
The etiquette training that the TSA is undertaking will not meet the demands of airline travelers because the changes are not driven by the market. Much like the Department of Motor Vehicles, the TSA operates in a bubble. Both of these organizations enjoy a monopoly on the services provided by their industry. The TSA employees at security checkpoints do not have the same incentives to please their users as a company that operates in a competitive environment. For example, stewardesses on airplanes have a vested interest in satisfying their customers. If a person is not pleased with how an airline employee treats them, they can pick a different airline the next time they fly. If this occurs frequently enough revenue could be impacted, which could result in job losses. In contrast, if a person is sexually assaulted during the “screening” process at a security checkpoint, they are left with no alternative service provider to choose the next time they fly. The only recourse a person has after a poor experience with the TSA is choosing not to fly. This simply is not an option for a majority of travelers.