Home Travel THIS Is Why TSA Employees Can Be So Rude & Irritating – Now It All Makes Sense!

THIS Is Why TSA Employees Can Be So Rude & Irritating – Now It All Makes Sense!

by SharonKurheg

It’s rare to find a TSA agent who’s genuinely pleasant. Oh sure, you’ll encounter a bunch who are professional and who might even tell you to have a nice day. But they rarely give eye contact, short of when they’re comparing your face to the picture on your ID. And even less of them ever smile. OK, except maybe this guy (really, watch it – he’s awesome!)

You’ll also find a fair share of Transportation Safety Officers who are downright nasty. They yell at passengers. They’re impatient. They don’t explain things adequately. They have little compassion for people who don’t understand because of a language or comprehension barrier. There’s questioning if their sense of authority goes to their heads. And they’re as inconsistent as can be.

But I just found something that totally explains why the TSA workers in that last paragraph act as they do. It makes perfect sense…

An audit was done of the Homeland Security Department and the report was released in March of 2019. The 36-page (PDF) report highlights that (and I quote):

“TSA Needs To Improve Efforts to Retain, Hire, and Train Its Transportation Security Offers”

Here were some of the findings:

  • New hires are frequently only part-time employees (of the 9,600 officers TSA hired in fiscal 2017, more than two-thirds were employed part-time. TSA hires more part-timers on purpose, to help with schedule issues, but part-timers also tend to quit their jobs at TSA at a rate two to three times higher than full-time workers).
  • The TSA doesn’t screen candidates well, and has no procedures to rank candidates or to properly document notes on prospective employees.
  • The Auditors observed that the TSA has no standardized approach to train new hires, and doesn’t explain its expectations of employees when they start working (specifically mentioned was, “According to TSA officials at 2 of the 12 airports visited, lack of clearly understanding job expectations, such as pat-down procedures and shift schedules, has led to early attrition of new-hires.“)
  • Starting salary for a (full-time) TSA worker is about $35,000. TSA employees said that in some markets, they could earn more money than that at a retail store or sandwich shop.
  • The TSA has a history of not offering career growth opportunities and salary increases (this apparently has improved slightly since a new program, TSA Career Progression, was put into place in August 2018).
  • Apparently, the TSA’s new hires’ turnover rate is about 25%; 1 in 4 quit their position within 6 months of their hire date.
  • TSA doesn’t utilize the information gained from employee exit surveys (“We reviewed a summary of TSA’s exit survey results from 10,128 respondents from FYs 2012–17. The exit surveys identified common themes, most of which were corroborated by TSA airport officials during our interviews. These included dissatisfaction with career advancement opportunities and issues with management’s competence and communication.” The table on page 8 of the audit explains the most common responses from both part-time and full-time former employees)
  • The TSA also doesn’t have a process to quickly and efficiently fill vacant positions, relying instead on mandatory overtime. Mandatory OT = lower job satisfaction = higher turnover.

So the TSA workers you meet may be part-time, inappropriate for their job, inadequately prepared for their job, underpaid, forced with mandatory overtime, etc., etc., etc.

On top of that, it took forever for the TSA to adequately protect their workers from COVID-19 while on the job, to the point where someone had to be a whistleblower to get anything done. And even after that, they’re still just now installing acrylic shields at certain airports to keep passengers and TSA workers safe.

And then we wonder why TSA workers are so crabby?

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This post first appeared on Your Mileage May Vary

12 comments

Luke Vader September 11, 2019 - 6:44 pm

Google “Family Guy – Meg Works at the Airport” for a great parody of the TSA

Reply
Why TSA Agents Are Rude, Guide to The Card Bay (GC Reselling), Amex 50K Point Upgrade Offer - Miles to Memories September 12, 2019 - 3:07 pm

[…] THIS Is Why TSA Employees Can Be So Rude & Irritating – Now It All Makes Sense! – Your Mileage May Vary […]

Reply
Diane Kathryn Kelly July 12, 2020 - 3:19 am

Does not explain why they are so rude just gives excuses for the WOMEN TSA agents rude behavior.

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Chris Wegman January 5, 2021 - 11:46 pm

TSA agents can kiss my butt!! Most are just abusive and let the authority go to their heads. We would be fine if we shut these a-holes down. I do not think they have actually stopped a single terrorist attack. Only harass passengers.

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DaninMCI February 21, 2021 - 9:31 am

It’s all theater. They would better off just putting in fake magical portals you walk through that claim to find bombs and stuff. It’s like putting up acrylic shields to stop Covid.

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SharonKurheg February 21, 2021 - 1:56 pm

Considering how many guns they find on people every week, I disagree.

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Grzegorz February 21, 2021 - 11:45 am

I am always coming with smile and maneers. Few times for my „good morning” or „hello” worker ignored it, sure. But then I just said „hey, sir, I just said good morning to you, are you sure you are here??” – it always works well. Anyway, if they are yelling, rude, or not polite, I am exactly the same like you. If they continue just simply „just do your job what you have paid for and comments leave for yourself, I don’t care about your opinion”. Depends how are they, they get feedback from customers. The thing is: they are for us, not we for them.

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Christian February 21, 2021 - 3:27 pm

The system absolutely needs a revamp. It sounds like there’s been an awful lot of failures to the point where it’s a bit surprising that TSA functions as well as it does. If new top leadership was installed that had a clear vision, emphasized communication, and offered accountability at all levels, TSA could really be a success story. First though, they need to clean house.

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Tony February 21, 2021 - 8:37 pm

I suspect TSA agents are “nasty” and “rude” because they’re human and humans get tired of telling people the same thing over and over again that they should already know. everyone should know to take your shoes off before u go thru a metal detector, everyone should know not to go thru a metal detector until they call you to go through. people should know not to get into the precheck line if you dont have precheck, or get into the first class line if you’re not flying first class. i fly a lot so i see this all the time, i get their frustration dealing with literal stupid people. I don’t excuse it of course, that’s their job to work with the public, but i get how it happens. I dont think TSA agents go out of their way to be nasty, i think it just happens.

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SharonKurheg February 21, 2021 - 9:06 pm

Your focus is wrong from your very first sentence. Some people don’t fly very often – once very couple of years, at best. Some people are older and can’t hear, or take longer to respond. Some people don’t speak English as a primary language. All have happened for years longer than the TSA has been around.

So to use your own idea, “everyone” at the TSA should know that not all of their passengers will know or understand the rules, and although it’s the 40,000th time they’re explaining, it, for some it’s the first time they’ve heard it in years. Or occasionally ever.

But in that regard, yes, some people are just not cut out for the job.

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James February 22, 2021 - 11:26 am

They are nasty and rude because TSA hires nasty and rude people. It’s that simple. Why does Chick-fil-A have friendly employees. s Chick-fil-A does not pay their employees and more than Burger King or McDonalds. The reason is they only hire friendly people. They do not hire nasty and rude people. They put new hires thru 2 weeks of customer training and get rid of people who are nasty and rude. It’s easy to filter out the nasty and rude but TSA chooses not to.

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Dean February 23, 2021 - 10:31 am

I’ll tell you another reason. I have a family member that works for the TSA, she’s the one that smiles and is friendly. But the TSA has a culture of work first, family last. And if you have kids that’s your problem. They are always changing her schedule and can do so without notice, making it impossible to have a life of any kind, handle daycare, etc. She’s part time and that’s what she signed up for. Yet they recently forced her to take more hours then she hired at. Again no notice, no asking. When your work schedule can change from working Thurs-Sat 3:30 am to 1:30 pm to Mon-Fri 3:30 am to 2:30 pm within one week, it makes daycare and kids schools a little rough. Not to mention the constant “we don’t have to follow employer rules, we’re the government” attitude. Like fighting for religious accommodation, they have been told that management doesn’t have to honor it. It’s a solid job, but at a lot of sacrifice.

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