When I arrived in Dulles on my flight from Germany this Sunday, I was frustrated and tired, like many of my fellow travelers. I don't understand why Dulles Airport won't or can't automate announcements instead of having TSA agents screaming at you from the moment you land. Of course International flights have a lot of non-English speaking visitors and the poor TSA agents are screaming at you solely in English. Automation could certainly resolve this issue and create a better experience, both for passengers and TSA agents.
I want to yell back at these agents, but realize it is pointless. TSA agents are still men and women who are doing their best to earn a living. They are someone's Mother, Father, Sister, Brother, Daughter or Son and deserve to be treated with basic respect, even if their jobs make our lives harder. TSA struggles with the highest turnover rate of any government agency. This turnover includes everyone from top level executives to the gals and guys on the screening lines. TSA is full of struggling employees who just want to make it through each day. On Sunday this made me think about Patrick Lencioni's book "The Truth about Employee Engagement". In his book Mr. Lencioni describes how unhappy many people are in their day-to-day jobs and this certainly appears to be the case with TSA agents.
Instead of responding as every instinct in me demanded I respond, I reminded myself that this is not the fault of the line agent. They are there trying to keep us safe, do a job nobody wants to do and earn a living. I dug deep and remembered the best manners that my Grandmother and Mother have instilled in me. I smiled at the frustrated and tired TSA agents at each of the stations: the agents who direct you which line to get in, the passport counter, the customs counter, and the screening to go from an international flight to a domestic flight. Whenever I smiled at a TSA agent and thanked them for keeping my flight safe, I could see their demeanor change and a light reach their eyes. These men and women have a thankless job.
I encourage each of you to thank a TSA agent the next time you fly. They really are doing the best they can.
If you don't like their procedures or have suggestions (like automating Dulles International landings) contact TSA Customer Service, don't take out your frustrations on people who can't make these changes.
I want to yell back at these agents, but realize it is pointless. TSA agents are still men and women who are doing their best to earn a living. They are someone's Mother, Father, Sister, Brother, Daughter or Son and deserve to be treated with basic respect, even if their jobs make our lives harder. TSA struggles with the highest turnover rate of any government agency. This turnover includes everyone from top level executives to the gals and guys on the screening lines. TSA is full of struggling employees who just want to make it through each day. On Sunday this made me think about Patrick Lencioni's book "The Truth about Employee Engagement". In his book Mr. Lencioni describes how unhappy many people are in their day-to-day jobs and this certainly appears to be the case with TSA agents.
Instead of responding as every instinct in me demanded I respond, I reminded myself that this is not the fault of the line agent. They are there trying to keep us safe, do a job nobody wants to do and earn a living. I dug deep and remembered the best manners that my Grandmother and Mother have instilled in me. I smiled at the frustrated and tired TSA agents at each of the stations: the agents who direct you which line to get in, the passport counter, the customs counter, and the screening to go from an international flight to a domestic flight. Whenever I smiled at a TSA agent and thanked them for keeping my flight safe, I could see their demeanor change and a light reach their eyes. These men and women have a thankless job.
I encourage each of you to thank a TSA agent the next time you fly. They really are doing the best they can.
If you don't like their procedures or have suggestions (like automating Dulles International landings) contact TSA Customer Service, don't take out your frustrations on people who can't make these changes.
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