That sounds like a mismanagement issue more than anything else. Frequently when I go through Checkpoint Charlie to fly, there are several TSOs just standing around hands in pockets chatting with each other (they can be on break, just getting into work, getting ready to leave, etc). A go forth and make security happen really doesn't give a person an idea of what they are supposed to be doing. Intimidation of the passengers was a management tool early on with TSA. Frighten them with your authority seemed for years the unofficial mission of TSA. Unfortunately some people don't intimidate well. The SSI for travelers, you are bound by rules and regulations you are not allowed to see and held liable for violating those same unseen rules and regulations makes for a stressful process. Inexperienced travelers have no idea if what a TSO says to them is the truth or not (thank you for inconsistent inconsistency for the sake of security). One of the things foreign airports do that TSA refuses to do is to let people keep their dignity. The first time I heard a 'LISSEN UP PEOPLE' coming from a TSO it reminded me of basic training, not airport security. We are not basic trainees. We are not prisoners being run through incoming receiving. We are not cattle. Treat us like any of those and you will have problems. TSA management doesn't do enough about requiring TSOs to be polite to passengers. I have yet to hear a TSO be forced to apologize for being rude to a passenger. Politeness is a two-way street. Had your agency been polite since day one it wouldn't have many of the issues it has today. The ex military and ex law enforcement types it has in management were possibly not the best choice for dealing with non military/non criminal elements of our society. Bart is a good example of that. My first dealings with him didn't go well.