It becomes a customer service issue. Right now the TSA knows (thinks) it can't be fired so there is no incentive to correct bad behavior.

I have a family member who manages one of the larger airports here in the US. The TSA is a constant thorn in her side. They slow down security lines, and refuse to open up new ones. Baggage inspection is a daily problem. Even the contractors hired to handle the tech stuff slow walk everything. When she tries to get it escalated at the TSA she is told they are law enforcement and customer service isn't their problem.

So having someone beholden to a contract performance metric will greatly improve service. Slow security lane? Open another. Bags not being scanned fast enough? Add another. Security inspector is rude to a traveler/aircrew? There is a process to have them removed.

That doesn't exist now, because the TSA is a federal agency and there is very little that can be done to correct bad behavior at Federal agencies. But a private company that could lose a multi-million dollar contract over one bad employee, you'll see quick results.

I could write 10 phone books worth of ****ty experiences with the TSA, over the dumbest things. As I am sure we all have experienced. This is a pretend law enforcement agency that needs to go. Or at least there needs to be some accountability. They do more to make security unsafe then they do to secure it.