Denrael

I’ve been reading with interest, as well as posting here, many of the stories from the new TSA procedures. What I find interesting is that in each case, it’s been a reactionary procedure. First the shoe bomber, so we take off our shoes. Next, the underwear bomber so we resort to “enhanced pat-downs” and invasive scanners. If this process continues, those blue gloves the TSA’s wear will soon take on a new meaning when the act of them pulling them on is followed by a “bend over please” comment.

Given the choice between the two, I have been opting out and choosing the pat-down myself. I don’t do it as a protest, but because I am not convinced that I trust Janet Napolitano for trusted medical advice. I’ve seen too many contradictory stories on the safety of the new scanners, and given the amount that I fly, I am not willing to take the additional risk brought about by the scanners. That being said, there has to be a better way, because playing catch-up never works.

People have pointed to the Israeli system as a model. I agree with the critics that say as they do it, it’s not scalable for the United States. So, what do we do? A few years ago, I joined a group called Clear. Their goal was for frequent flyers to have a less painful security experience in exchange for biometric data, a background check, and I think about $150. Unfortunately the process was a flop because the best they could do was offer skips in line. Once you were handed off to the TSA, it was the same procedure as before. 

It seems however that there is a concept here that could be built upon. A large percentage of traveler’s are frequent traveler’s. Business people who just need to get from point A to point B, and are willing to pay for convenience. I know I would be more than happy to pay annually for a full background check if it was used for profiling at the airport. Now we are not talking about profiles based on race, religion or anything of that nature, but on hard data generated by potentially the FBI. Set up the biometric scanners to insure that I am who I claim, and then allow me to walk through a metal detector with my shoes on, and leave my laptop in my bag. This has the advantage of speeding up the overall screening process, as well as allowing TSA to focus their more intensive efforts on those who haven’t had a background check. Now, perhaps the Israeli methods can be adopted as we are dealing with a smaller percentage.

If we add to the mix the fact that the airlines have a pretty good pattern of my travel, and use changes in behavior there as an added pre-screen, you now are getting much more effective, and convenient intel for decision making.

This doesn’t address the patting down of women and children. It is not a complete solution. It is a proactive step that at least to me makes sense. As for the rest, as much as Ms. Napolitano would like us to believe that the TSA are finely trained professionals, they are not. Trained yes, but still ordinary people doing a thankless task with quite often, union mentality. We need look no further than the Denver masturbation, the overheard comment of an agent to his back room scanner partner of “we’ve got a hot one coming through, or the invasive pat downs of elderly because they made a mistake and sent a bottle of water through. These are actions of people who are trained to follow explicit procedures, or people who poor hiring practices have placed in positions for which they are obviously ill-equipped.

Benjamin Franklin said words many years ago which are no less true today:

“People willing to trade their freedom for temporary security deserve neither and will lose both.”

The TSA is telling us we need give up our freedoms here in the name of alleged safety. There are other solutions, and other approaches. It is up to us, as the employers of government, and citizens of this country to demand of our government that they find those solutions. As I said above, I am choosing the pat down, not by choice, but because my job requires travel. I am vocally objecting each time however, and I will continue to challenge any TSA agent who fails to act in a professional manner. For the most part, I have dealt with TSA agents who are trying to do their job and follow the rules laid down for them. I don’t condemn them, but their bosses who are trying to convince the public that they know what they are doing.

It always matters. I’ve got an early Saturday flight today out of Atlanta and sam having then opportunity to witness a whole new concept of customer service.  In the past I’ve blogged about flight crews cutting in the TSA line. In that case, even though I log as many miles as a typical flight crew I was will g to gar t that give. Their pay structure, especially for flight attendants, they should be able to cut in line. What was annoying was the rude way in which they did.

Today, there are several flight attendants deadheading on my flight. I was standing at the front of the Sky Priority (oops, gave the airline away) line, and all of them moved in front of me pushi g me back. At first I assumed it was current crew, but no. They were non rev and merely felt it was their right to board first.

My problem with this is with the underlying culture it speaks of. All of us have witnessed the increase in passengers per plane, and along with that the reductio. In available flights. Many of us have participated in the extended holds on the Tarmac sitting on a hot plane so the airline could record an ontime departure, and, at the same time, keep the engines shut down to preserve fuel.

I have also watched flight crew keep their phones on, following a tight game, while at the same time admonishing us to power ours down.

Overall, I have good experiences when I fly. On rare occasions, I have great experiences. For example, I have never personally had a bad Southwest flight. There is a strong culture there of making sure their passengers remain more than loyal; that they remain advocates. Most of the legacy airlines however are still mired in the the thinking that a (diminishing value) frequent flyer program covers all sins.

I suggest that these airlines do one of two things; either have your staff take a trip on Southwest, or, send them to Disneyland to see what a difference a cast focussed on the customer experience can have.

I will apologize in advance to those rare crews that get it. You make a normal flight exceptional, and a bad flight bearable.  To the rest, think about what you do, and if you do cut in front of your passengers, at least smile and say “excuse me” or “thank you” so at least we feel we were politely dissed.

There is a phrase, put the customer first. Personally I think it depends. A company should put the employee first. That is the only way to build employees passionate enough to put the customer first. To all senior executives of the legacy airlines, I suggest you buy a pair of shoes from Zappos, or visit your local Trader Joe’s to see what an impassioned company experience feels like.  

Yesterday I suggested that anyone visiting Santa Fe make sure and plan on attending the Santa Fe School of Cooking. Well, it was so wonderful that I went back today for another class. Here is a summary of today’s fun.

Warm, spicy tastes and enticing aromas evoke Santa Fe’s rich cultural traditions. Three classes on the traditional foods of New Mexico are at the heart of the Santa Fe School of Cooking. These classes allow you to experience this delicious cuisine, including local cooking techniques and the lore of the region. This class includes corn tortillas, cheese enchilladas with red chile sauce, chicken enchilladas with green chile sauce, pinto beans, posole, and capirotada (bread pudding).

Todays class was taught by Chef Danny who brought an entirely new experience to the class. As Rocky did yesterday, Danny used the menu as a starting point and showed us how we could change things up to adapt the recipes as we desired. All in all, a great two days.

I’ll have more on the overall Santa Fe experience coming up, but one thing I have to draw note to. The people I have met here are quite possibly the most friendly people as a group of any I have run into in any of my travels. It makes getting up a joy every day.