TSA Takes Away Checkpoint Chairs, Puts Customer Service in the Spotlight
A policy change at airport security has the Transportation Security Administration (TSA) directing officers verifying passenger information to stand rather than sit while performing that duty.
The change resulted in TSA removing chairs from the Travel Document Checker position, where Transportation Security Officers (TSOs) check a traveler’s boarding passes and identification.
TSA said the change will enhance security and improve the travel experience.
“This welcome change reinforces both our security posture and our commitment to hospitality by having these officers on their feet and alert,” said a TSA spokesperson. “All officers must meet fitness for duty requirements to be capable of performing their vital national security function while simultaneously creating a welcoming and professional environment for travelers.”
Union Response
The American Federation of Government Employees TSA Council 100 blasted the decision, calling the move a “disregard for workers rights and safety” as chairs serve as “basic ergonomic and safety support for officers that stand and walk on hard surfaces all day.”
The union advised members to contact congressional leaders about the policy change and urged local leaders to communicate with officers and move “aggressively to address this matter.”
TSA’s Strategy Update
The move comes as new TSA Administrator David Cummins said the agency recently completed initial studies into its Horizon 25 strategy, which would revamp parts of TSA.
The strategy includes moving more travelers into the PreCheck program.
Administrator Cummins said while less staff would be needed, TSA plans to rely on attrition instead of layoffs to reduce staffing.
“We’re not going to do any layoffs,” said Administrator Cummins. “We unfortunately have an attrition problem, and we’re just not going to backfill all these positions with our 15-20% attrition. It’s gotten better since the pain of the shutdown, but it’s still higher than it should be, especially with the newer hires.”
Administrator Cummins also defended removing the chairs as elevating the travel experience.
“That’s our front door, if you will. We don’t want to be sitting down welcoming the travelers who are anxious,” said Administrator Cummins.
And he said that TSA is going to start ranking airport teams and TSOs on their customer service approach.
“If you’re a discourteous TSO and you have a track record of being a discourteous TSO, there’s not a job for you at the TSA anymore,” said Administrator Cummins.
