TSA agent at left doing nothing with four other long lines. Notice four other TSA agents standing around doing nothing.
There are few organizations that are as mis-managed as the airlines that fly the skies, the skies formerly known as “friendly.” Well, the Transportation Security Administration is just as mis-managed. It’s just that the TSA agents that interact with customers are generally inconsistent and inept while the flight attendants, flight crews and some counter personnel with the airlines are (generally) customer-focused and competent.
Despite government intervention into a Passenger Bill of Rights, flying has gotten more uncomfortable and customer satisfaction continues to decline. Even on Southwest Airlines, historically one of the top airlines for customer service, the bottom line now governs the management as corporate leaders squeeze more seats on their plans, cram more people on their airlines and fly into cities that are already jammed.
But the misery for flying doesn’t stop with the people who work for the airlines. Part of the responsibility for making flying tolerable belongs with the passengers, those same people crammed into seats with their knees crammed into the backs of the people sitting in front of them. So, here are my thoughts for airline passengers.


