As a OW Emerald you are jade colour.
On a serious note the inconsistencies when passing through security screening indicates a lack of customer service focus.
I disagree entirely. Passengers are not the customers or clients here, any more than when the cops set up a RBT.
We as passengers are being processed and efficiency is a goal but our happiness is not except insofar as disruption and complaints impact the procedure.
Having a certain amount of randomness and inconsistency as to how the rules are enforced and the procedures handled is actually good security practice. Time and again bad actors trying to smuggle something through security checks have been uncovered, not because the mechanical checks pick something up but because an otherwise carefully-prepared smuggler has come to the attention of one of the staff because they are "acting hinky".
Good security doesn't involve passengers marching through the checkpoint in the shortest possible time between taxi and lounge. The staff want to have time to take a good look at you and maybe give you something extra to stew over.
The real customers in these security checks are not the passengers so much as government, airlines, and airport. All of these entities have the power to do something about a security breach, and a solid interest in making sure everything goes smoothly with bad actors identified and removed.
Of course, security staff and management are as prone to laziness, arrogance, and fatigue as anyone else. As I'm sure we have all noticed from time to time.
