I feel as if I can't walk through a security line without overhearing one of their staff berating some other traveler for offenses as minor as expressing a wish to walk through the X-Ray instead of the 3-d scanner, or for not taking their liquids out of a bag (a rule which is arbitrarily enforced at best).
I typically sympathize with positions and roles who are entrusted with security, and where success may be measured by a lone failure rather than otherwise sustained competency (much like a sysadmin). However, given what I perceive to be a pattern of escalating negative experiences this report does not surprise me in the slightest.