How To Shock a TSA Officer
“Thank you, officer.” No matter how late I am for my flight (and I usually cut it pretty close!) I always take the time to say those three words to every TSA, CBP, and law enforcement officer I interact with on my way through the airport. I have noticed that while many people are quick to do this for military personnel in uniform, they are less likely to offer a word of appreciation for public servants in lower-profile roles. I have also experienced firsthand how much it means to an officer working a difficult, often thankless job to receive a kind gesture, as I began my career in public service working at a TSA checkpoint.
Let me be clear: the sacrifices and risks of a TSA officer are not the same as those of a soldier or law enforcement officer. I never met a TSA officer who would say different. But the officers are public servants working to serve and protect, and the job does come with some risks: Three officers were shot (one fatally) by an anti-TSA gunman in Los Angeles International Airport in 2013, and there have been more assaults and attacks against TSA officers over the years than you might expect. Indeed, officers are taught from day one that there is some inevitable danger in performing unpopular and invasive security functions in a highly visible uniform with no weapon, arrest authority, or protective gear, especially when you are the last line of defense against would-be terrorists and smugglers, yet 40,000 of them still don the uniform day in, day out across the country.
Knowing that air travel is inherently stressful and that not every trip is a planned or happy occasion, many of my colleagues and me would regularly offer a kind word or gesture to passengers who seemed agitated, overwhelmed, or sad. It’s easy to notice a frazzled parent traveling with young children, and it doesn’t take most officers long to learn how to recognize the signs that a passenger might be flying out to a funeral or to visit a sick relative. While not everyone is in the mood to interact with TSA officers any more than absolutely necessary, many officers have found that a well-timed compliment or brief polite conversation can make a world of difference to a passenger whose rough day is not made easier by having to go barefoot through the x-rays and metal detectors.
Some even go the extra mile: many TSA officers across the country purchase “Junior Officer” stickers out-of-pocket to cheer up agitated children at the checkpoint (thereby making the process just a little easier for mom or dad too!). A number of TSA airport offices have hosted special training sessions to help officers and caretakers alike learn how to make the checkpoint experience better for autistic passengers. Every airport has at least one officer trained to serve as a passenger support liaison. A few TSA officers have even created special memorial bins to ensure that the screening process is conducted in a dignified, respectful manner for passengers carrying the remains of a loved one.
I soon learned that this kindness goes both ways: on some long days when our agency was getting hammered in the media and the passenger volume was near its peak, I would find myself shaken from the doldrums by an unexpected polite comment from a passenger like “Man, I know what they say on the news but I’m glad you guys are here.” It is truly amazing how much a small, unexpected gesture like someone just telling you you’re appreciated can lift your spirits.
Even an ounce of respect during a not-so-nice encounter can have that effect. Once while performing a standard pat-down on a displeased military colonel in full uniform, I found myself oddly buoyed by the remark “I know you’re just following orders, and actually you’re being professional about it. It’s not you I’m mad at, it’s your leadership!” I must admit, that olive branch in the midst of a tongue-lashing has inspired me to be similarly polite with various customer service representatives over the years, and seems to lift them as much as it lifted me! TSA itself later added “Military in Uniform” to its “low-risk travelers” list and eased the mandatory screening protocols.
Every officer understands that it is no fun having to wait in line and possibly endure a pat-down on top of all the other travel-related stressors. They generally expect a certain amount of grumpiness from the public they serve — it is all part of the job. They do it anyway because they believe it is important, but they don’t expect gratitude and are even accustomed to a lack of respect. The job is best suited for people who are dedicated to the mission, have thick skin and flexible schedules, and enjoy interacting with a wide variety of people — even if many of them are likely to be stressed out and in a rush. That is why it means so much each time a passenger takes the time to acknowledge the sacrifices these officers make or recognize the importance of their mission.
So the next time you fly, please consider saying “thanks” to the folks in the blue gloves– you’ll definitely surprise them, and you might just make their day.
