When we reached the security exit point, one agent was drawing a metal door closed, while another barked, “This exit is closed.”
Instead of going straight to the Terminal C baggage claim, she instructed us to walk all the way to the next terminal, Terminal B, then proceed to that baggage claim, and then turn right and walk back to Terminal C’s baggage claim.
A supervisor explained that his team was obligated to close those metal doors by 11 p.m. The security team had already missed that closure deadline by 15 minutes.
Could somebody have used good judgment to let 100 travel-weary people walk through that still-open door, postponing the closure by another 10 or 15 minutes? Would that really have been a problem?
Take a look at your organization. Are there rules getting the better of people’s judgment?