News Flash: Passengers Think Screeners Are Overrated!
The Transportation Security Administration knows it has public
perception issues, and has turned to time-tested tools to better
define its problems -- a consulting company and focus groups!
USA Today says it received a TSA report on a $200,000 study by
the Manhattan-based Blue Lime consulting firm which brought groups
of frequent fliers together to discuss TSA screeners, and gathered
screeners to discuss passengers.
Blue Lime met with travellers from New York City, Minneapolis
and Washington, and screeners at Chicago O'Hare and New York's John
F. Kennedy airports.
Among the conclusions? Passengers think screeners are poorly
skilled and poorly paid. TSA signs at airport queues, created by
lawyers, are too hard to understand. Business travellers and
families don't like sharing screening lines with each other.
screeners, Blue Lime learned that passengers are disrespectful,
seemingly ignorant of why the precautions are being taken, and
don't understand why they have to remove shoes and give up their
Blue Lime has prepared a list of suggestions for the TSA, and
you'll already see some of the changes over the holidays. Many
airports have instituted slower-moving family screening lines. TSA
screeners have been urged to avoid slouching, keep their uniforms
clean and pressed, and greet passengers with a smile.
Perhaps the first change you'll notice will be visible from a
distance. Overhead monitors will run videos explaining why the
precautions are needed. In place of paragraphs packed with
lawyer-speak, simple, signs will feature simple, clear messages
such as, "Please be ready for security."
Another, positioned at the end of the line, says, "Did you
collect all of your belongings?" It includes pictures of a wallet
And, in an obvious nod to the frustrations expressed in the
screeners' focus groups, a third sign reads "Please give our
officers the respect they deserve." Even when they take away your