Transportation Security Officer how-to

How to Handle a Frustrated Traveler

Calm professionalism keeps checkpoints safe and moving.

Updated By the Career Education Institute Curriculum Team
Quick answer

Calm professionalism keeps checkpoints safe and moving. In short: stay; explain; offer, then complete the remaining steps below.

Step by step

  1. Stay calm and polite.

  2. Explain the rule clearly.

  3. Offer options when possible.

  4. Call a supervisor if needed.

  5. Stay professional.

  6. Document serious incidents.

Safety reminders for transportation security officers

  • Follow procedures for suspected explosives
  • Use proper lifting for heavy bags
  • Wear gloves during searches
  • Stay alert for security threats

Checkpoint · Prohibited items · 3-1-1 rule · AIT · ETD · Pat-down: see the full transportation security officer glossary.

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