Security is Really Customer Service in Disguise

A confused, elderly woman with a full, knotted, plastic shopping bag was in front of the scanner. The security checkpoint line out of Minneapolis stalled as I put all my stuff in multiple bins.

When a uniformed TSA person asked her if she had a boarding pass, she mumbled the need for help getting a ticket for Transworld Airlines.

“I can’t help you ma’am, I’m the supervisor and I could lose my job if I left my post.”

After a couple exchanges identical to this, the supervisor thankfully handed the woman off to another TSA person.

Reminded me how customer service is smarter, cheaper, more effective, and generally happier than level-orange security.

Reminds me, why are airports so dreary and generally unhappy. Thankfully, Ze Frank gave me the airport smile I was looking for.

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