News for the Hospitality Executive
Hospitality Examples Observed From TSA Airline Security Staff
By Doug Kennedy
May 10, 2011
Having been a frequent traveler averaging well over 100,000 miles a year for 20 years, I was in my early years convinced that that absolute hardest job in the travel industry was the lost luggage attendant at baggage claim. I didn’t think there could be anything else that would bring out the worst in people than being involuntarily separated from their possessions for a few hours. But that was in the Pre-911 era. Although the lost luggage desk is still a tough place to work, I’ve lately observed that an even tougher job to report to every day can be working airport screening for the TSA.
It’s hard to think of a travel industry job that has drawn such overall negative publicity, especially lately with all the talk about body scanners and the alternative of full body pat-downs. Having myself been on a morning departure flight non-stop to NYC on the morning of 9-11, I have always been extremely respectful of the airport screener. I’m just thankful they are there trying to improve safety, even if the systems and procedures they use don’t always make sense to me.
It seems the last several months has brought even more negative attention from the media about the TSA screeners, so I feel like it is a good time to share some positive examples of where I have experienced hospitality gestures being warmly extended.
Of course no organization is perfect and I have also seen some TSA officers be unfriendly, un-empathic and downright curt. Overall though my experience has been a positive one, so I will just conclude by saying thank you to the honorable men and women who for the TSA and who perform their jobs so well despite a lot of negativity.
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