And you missed my point. I'm saying that it doesn't matter whether his experience is due to incompetence or malice. The fact is that his experience is not a bla

And you missed my point. I'm saying that it doesn't matter whether his experience is due to incompetence or malice. The fact is that his experience is not a black swan event. It's one that many, many people traveling to and from the US have to deal with. And yes, CYA is the norm in most three letter organizations, after all, no one gets fired for abusing someone. If it's caused by malice, it's wrong and needs to be addressed. If it's caused by incompetence, it's wrong and needs to be addressed. If it happened to you, would you feel more comforted by the idea that hey, these are well-meaning but untrained and ignorant buffoons who couldn't use the common sense possessed by a housecat? Would it really matter?