The TSA took my baby story: The relationship between psychology, customer service and traveling with a young one

After watching the TSA video of the mother blogger who claimed in a post on her blog “My Bottle’s Up” that a TSA agent temporarily took her baby son out of her sight during the security screening process at the Atlanta Hartsfield-Jackson airport, I had thoughts about TSA security screening.

Katie wrote a post about this incident earlier today, but there are other points worth making, particularly when considering factors that helped create this partly true, partly fabricated TSA vs. passenger story–even if the fabrications may not have been intentional.

There are a couple of details about this incident that indicate that perhaps TSA still has a bit of work to do when it comes to perfecting customer service and truly understanding human psychology and behavior.

Although I’ve been generally impressed with most TSA agents, there are times when it has been clear to me that bad practices can have adverse effects.

Here are points that came to mind when I looked into this latest TSA vs. passenger story:

1. People who are flying are consumers. They’ve paid for a flight. That means they have expectations of being able to catch their flights. This can produce anxiety if expectations and reality are not matching up when TSA’s security measures become cumbersome, time-consuming and seem ridiculous.

2. A person flying alone with a young child has a bit of paraphernalia to deal with. Along with the child, consider the stroller, bottle, diaper bag, and various objects the caregiver has brought along to keep the child happy. It’s enough of a process to get belongings for one person ready for security. Add in the rigmarole it takes to take a child through the security check, and there’s potential for more anxiety.

3. TSA is a government entity that has all the power at a security check. Regardless that most TSA agents are splendid and do their jobs with the highest professionalism, there are jerks–not many, but there are some.

Plus, there are passengers who have had bad experiences with authority figures–or have anxiety about authority figures. There’s something about going through security that can make even the most law abiding citizens worry.

4. When the mother did get red flagged for a security check because the alarm went off, she was put, along with her child, in a clear box-like room with Plexiglas walls. That seems like a recipe for high anxiety. Why wasn’t she checked as soon as she beeped? Why the box-like room? The more I watched her in the room, the more anxious I felt. She was stuck until someone made a move.

First, there she is holding a young child and being ignored. Watch how many times her hand goes up as she’s trying to get someone’s attention. Watch how her feet are shifting. She’s having problems. Certainly it’s not rocket science to know that people with young children don’t really need to be put in a box-like room without knowing how long they’ll need to wait in it, if at all. Frankly, making people wait before getting the wand feels like a bit of a power play to me.

5. When you are stuck in a box- like room, but the others around you are able to go about their merry way, it can make you feel even worse. While the woman is in the room with her child, others are passing through security without a hitch. Why wouldn’t this put her on edge? Or is the role of TSA really about testing our patience?

6. Even when she was finally checked, the process was maddeningly slow. She was then taken over to sit in a chair for an even longer amount of time. For some reason TSA kept talking to her. I can imagine the “Yoooouuur in a huuurrryyy arrre yyyyouuuuu? Trying to catch a flight? This will teach you a lesson about trying to get TSA to hurry, and I’d watch the attitude, Lady.”

Running a wand over someone should be quick and easy. I’ve been wanded a few times myself. In my experience, it”s been a slam dunk process. This woman was checked and rechecked. She could have completely undressed and got dressed again longer than it took TSA to clear her. The whole time she was being checked, her baby is off to the side in the stroller. There’s nothing worse as a parent to be in a situation when you are in a busy place with your eye off your child. The child was not taken anywhere, but the woman might have been thinking the child could have been.

Even though TSA did not separate this woman from her child, as the woman claimed an agent did, I’d say that TSA didn’t do a whole lot to ensure that this woman would give them high marks on customer service. If anything, it looks to me like the TSA agent was having a bit of a power play.

In Katie’s post, she mentioned that she didn’t think the woman was separated from her belongings like she claims she was. I think she was.

From what I saw, a woman with blond hair gathered the belongings off the conveyor belt. It took some time for the mother to be reunited with her belongings, some of which belonged to her child. One of the belongings was a laptop. It doesn’t take long for a laptop to be snatched.

Like Katie said, the woman didn’t appear to make a phone call to her mother or her husband on her cell phone like she claimed she did–unless it is a teensy tiny cell phone that none of us can see.

Maybe it was a cell phone of her imagination–the one that she uses whenever she’s fending off an anxiety attack. Regardless of the details about this story that are not true, TSA at this particular airport, at least, still has some work to do.

Perhaps this particular TSA could take pointers from this security sign at the airport in Houston.

“Families and Those Needing Special Attention” are listed first. “Small children; strollers” are under the first bullet point.

If a mom (or a dad) and the baby in arms beep, help them first–with a smile. Say, “Sorry to inconvience you, but I need to find out why you beeped. Thanks for your understanding.”

It will work like a charm.

Less space in overhead bins? Blame it on the airplane

There’s a video of Aaron trying to close an overhead bin. He’s a determined sort, so eventually it looks as though he hits pay dirt once he moves the bag to another location. If you noticed the first bin, you’ll see it was full. Very full. So was the final bin, for that matter.

That’s becoming a common problem according to this article originally published in the St. Petersburg Times. More and more overhead bins are proving to be quite the challenge for passengers scoping out space. Is it that people are carrying on more than ever before to avoid those pesky fees? One of Scott’s posts today pointed out how those fees are continuing to climb.

Actually, the number of carry-ons hasn’t increased that much.

What is happening is that as flights are becoming fewer as airlines have cut back the number of flights each day, planes are becoming more crowded. More crowded planes equal more carry-ons because there are more people. In research terms, this is what can be called a direct correlation.

Also, because airlines are tending to fly smaller, older planes, the bin space is smaller. Newer planes are the ones with the bins that look like they could double as sleeping quarters. Think of the closet space difference between brand new homes and those built before people could buy so much inexpensive stuff.

And here’s one more reason given to explain the lack of bin space. Last summer the baggage fees weren’t charged to people who had purchased their tickets prior to early June. Now, we’re having a different scenario.

Regardless of why bins are becoming more full, know that they are more often than not stuffed to the maximum and be prepared. Hopefully, you won’t have to work as hard as getting the bin to snap closed as Aaron did.

Feeling flustered on a flight? Keep your pants on for heaven’s sake.

One could keep a tally of flight experiences. Make two columns.

On one side write: “Great experiences where the crew and flight attendants were spiffy.”

On the other side write: “Travel misery where any minute you could go bonkers and take off your pants.”

Then, under each column, jot down those experiences that would fit under each. Geoff Vuleta does a similar activity in his article, “Tired and Impatient. Keep Your Pants On.” By the end I was laughing. Vuleta travels often and has seen it all.

From the women whose baby threw up on the both of them, but the attendant would not move the cart in order to let the woman pass by so she could get to the bathroom to clean up the mess– to the airline personnel who bought pizza for delayed passengers, he has an eye for what makes for misery, a bit of grace, and the absurd.

The part that made me laugh out loud was when Vuleta recounted how on one flight he was so flustered that he forgot where he was. When he took off his sports coat, he also took off his pants, neatly folded them, and put them in the overhead bin before starting to head down the aisle to claim his seat. It gave his traveling companion some comic relief.

World Hum and where the heck is Justin?

When I came across his interview and picture posted yesterday on World Hum, I was so happy to see that Gadling’s lead blogger Justin is keeping warm during his travels in Eastern Europe. He was staying near Prague in the Czech Republic. I knew his girlfriend had caught a cold a while back, and being the fine fellow that he is, he had tracked down medicine to help her feel better. [see post] Now that he’s shown up in this interview I’m feeling even more envious of his trip than I did before–except for one thing.

In his interview I did notice his details of the teenage travelers who were swapping spit (not Justin’s words, but mine) on a good part of a bus trip he took through the Czech Republic countryside. As wonderful as travel is, there are those moments when it is just hard to relax in any kind of Zen-like way. From what he said, the teens were in competition with the scenery for his attention.

At what point does a lovefest, when it’s not our own, become a point of distraction? Once when I was ushering a concert at the New Mexico State Fair for a civic club I belonged to, I had to repeatedly ask a couple to quit necking. Seriously, they were all but laying across their seats. The people around them kept imploring me to do something to get them to stop. From what I recall, they never did stop. The people who paid to see the concert who had the honor of sitting next to these two hickey makers ended up with a show quite different from the one they anticipated when they first settled into their seats for a night out. [Thanks to valerio for the shot on stockxchange]

Airlines vs You: Sometimes You Can Win

Here’s a story in Saturday’s Philadelphia Enquirer about a woman who fought with Delta Airlines for a ticket reimbursement from a ticket she bought on Priceline. Eventually, the woman won, but it wasn’t an easy battle and she still missed a job interview. The story is a good lesson in consumer rights. Be polite, but firm and don’t quit before you’re satisfied.

Generally, I’ve been fairly lucky with air travel, except perhaps I’m choosing to remain oblivious and only remember the good times. Here are a couple of my stories of winning. When it happens, it sure feels good.

There was the one time I was flying out of LaGuardia heading for New Mexico when the flight was canceled and the airlines thought it was appropriate to rebook me on an hours-later flight. I argued for something better which involved the airline sending me in a taxi to JFK so I could fly out of there.

Then there was the time when we didn’t reconfirm our Korean Airlines reservation when we were flying out of Narita, Japan and lost our seats. (You have to confirm 72 hours in advance and this was the summer.) Somehow we were rebooked on a Japan Airlines flight even though we had non-transferable tickets.

Then there was last summer when we were flying from Columbus to Denver through St. Louis. The flight out of Columbus was canceled and we were booked on a later flight that meant several hours of wait time in St. Louis. Once in St. Louis I saw there was an earlier flight and we got on it, but had to go back to the airport to get our bags since they came in on the later flight. At least I wasn’t in the airport with a 4 year-old and was able to pick up the rental car sans bags. Sometimes its good to not take the no for an answer.