Systems That Don’t Fix Themselves
Last summer, we had a wonderful vacation in Japan and Korea. Both countries were filled with friendly people, tasty food, and astounding sights. On the way back, our flight landed in Toronto, Canada, where we went through US customs even though we were not leaving the airport. Wait, a minute. US customs in Canada? That seems a little out of place. Authors call this foreshadowing.
This little adventure began with filling out the Canadian customs paperwork. We proceeded to the scanner, and they also had a walk-through metal detector, but it was not in use. (We already went through security in Asia. I guess this is normal?)
Because there was only one scanner, a long line formed. About fifteen people ahead of us was a group of eight. They all wore blue Make-A-Wish Foundation T-shirts. A child was in a specialized wheelchair pushed by an adult male. I think the man was a Make-A-Wish volunteer. Also in the group was a grandmother and three young family members.
It was clear that the child was in grave danger, which added urgency. Still, they had to wait their turn in the long line. Not cool. When they arrived at the scanner, security took over, pushing the wheelchair. It would not fit inside the scanner, which perplexed the three security team members.
So, they held a three-person meeting and called over the radio for guidance. Meanwhile, the other passengers were forbidden from going through the scanner. Why yes, we were frustrated, and one angry passenger yelled, “Let the kid through!”
The situation also upset the Make-A-Wish people, which further amplified the stress. Security solved this problem by having the Make-A-Wish people stand a few paces away. Double not cool. Of course, this action confused the child, who reached out to them with his frail arms. The heartbreaking image multiplied an already bad situation.
Eventually, the security team came to a brilliant solution. They allowed the man to push the wheelchair into the scanner. I mentioned it did not fit. Right? Well, the laws of physics did not change, and it still did not fit.
They had another meeting, and because of their radio call, two additional security people joined. You cannot imagine the level of frustration as over 100 passengers watched the foolishness.
Finally, they made a decision! Yes, security would allow the man to remove the child from the wheelchair and place him in the scanner. The Make-A-Wish people were horrified and insisted on a hushed-toned meeting with security.
We watched in amusement as the meeting raged, and at one point, all the security personnel turned to look at the child with shocked expressions. I guess they did not understand what Make-A-Wish is all about.
The five-person security team held another private meeting and made a new decision. Yes, they would allow the wheelchair to go through the metal detector! Now, you might be thinking, “Bill, are you serious? You must be making this up.” I wish I did.
Every Make-A-Wish member looked at them like they were total idiots. Still, a security officer confidently pushed the wheelchair through. Yay, it fits! And wouldn’t you know it? The metal detector beeped. Following procedures, they waved the wand around the child. Big revelation! The wand beeped.
Again, following the procedure, the security officer tried to lift the child to see the source of the beeping. All the Make-A-Wish people howled at them to stop. Now, security was at a total loss. They did not even hold a meeting, and the line of people was flabbergasted.
Security made another radio call, and two more security people briskly walked over, but not for the reason you think. They were there to control the passengers—meaning, keeping an upset group of people from getting out of hand. Yes, I really wish I had made this up.
A few minutes later, a sharply dressed woman walked up. She had a badge clipped to her stylish belt and quickly eyed the situation. She spoke to security and waved the group through.
Side note: This was Canadian customs, but the woman had a TSA badge (American law enforcement). So why was she in charge? Truth is stranger than fiction.
Here is the thing. Security personnel have been present at Toronto and other airports since the first metal detector was installed. During that time, rules and procedures were firmly established, including specific instructions on how to treat people with disabilities.
That was all good until something changed. Suddenly, the Toronto security team was forced to follow new rules rigidly. Perhaps it was a new manager or law. More likely, a major overcorrection resulting from an incident.
What naturally occurs after such a rigid change is feedback, which alters the rules. But it was clear to me and the other passengers that feedback was being blocked. I believe that if a sick child had to pass through security a month later, there would be the same fuss.
There is another aspect to this disconnect. I do not doubt that the security personnel were intelligent. Meaning they were fully aware of the situation, but something external was compelling them to set aside their wisdom.
Yet, the Toronto airport managers expected that their well-written rules would result in flawless and professional operations. They ignored the human aspect, experiences, and common sense. They did this by instituting draconian punishments for breaking the rules, even in such an absurd situation.
Albert Einstein famously proclaimed, “The definition of insanity is doing the same thing over and over and expecting different results.” In this case, instituting absurd rules and expecting them to work in all situations.
Well, if you have read any of my prior articles, you know I like to have a writing tie-in. Good characters/stories must have feedback and not follow ironclad rules. This is because readers dislike stiff characters who do not evolve.
What if we explained the lack of feedback? “John never seemed to understand the right way to treat disabled people.” I suppose that might work, but readers would prefer, “John was fired because of his disrespectful behavior.” That works.
What about the ironclad rules? Let’s think about Harry Potter. In that story, the characters frequently broke the strict Hogwarts rules, resulting in a fun narrative. Why? Breaking rules is cool and exciting. Plus, getting caught often leads the plot into new directions. Meaning that readers like seeing rules being broken and, more to the point, expect a lively plot. Can you imagine a scanner scene with a disabled magic student at the Hogwarts entrance? Readers would demand a refund.
I still find it fascinating to locate taboo writing topics. Readers are a finicky bunch and do not tolerate much outside of their unwritten rules. Fortunately, this article followed all of them:)
You’re the best -Bill
November 12, 2025
This little adventure began with filling out the Canadian customs paperwork. We proceeded to the scanner, and they also had a walk-through metal detector, but it was not in use. (We already went through security in Asia. I guess this is normal?)
Because there was only one scanner, a long line formed. About fifteen people ahead of us was a group of eight. They all wore blue Make-A-Wish Foundation T-shirts. A child was in a specialized wheelchair pushed by an adult male. I think the man was a Make-A-Wish volunteer. Also in the group was a grandmother and three young family members.
It was clear that the child was in grave danger, which added urgency. Still, they had to wait their turn in the long line. Not cool. When they arrived at the scanner, security took over, pushing the wheelchair. It would not fit inside the scanner, which perplexed the three security team members.
So, they held a three-person meeting and called over the radio for guidance. Meanwhile, the other passengers were forbidden from going through the scanner. Why yes, we were frustrated, and one angry passenger yelled, “Let the kid through!”
The situation also upset the Make-A-Wish people, which further amplified the stress. Security solved this problem by having the Make-A-Wish people stand a few paces away. Double not cool. Of course, this action confused the child, who reached out to them with his frail arms. The heartbreaking image multiplied an already bad situation.
Eventually, the security team came to a brilliant solution. They allowed the man to push the wheelchair into the scanner. I mentioned it did not fit. Right? Well, the laws of physics did not change, and it still did not fit.
They had another meeting, and because of their radio call, two additional security people joined. You cannot imagine the level of frustration as over 100 passengers watched the foolishness.
Finally, they made a decision! Yes, security would allow the man to remove the child from the wheelchair and place him in the scanner. The Make-A-Wish people were horrified and insisted on a hushed-toned meeting with security.
We watched in amusement as the meeting raged, and at one point, all the security personnel turned to look at the child with shocked expressions. I guess they did not understand what Make-A-Wish is all about.
The five-person security team held another private meeting and made a new decision. Yes, they would allow the wheelchair to go through the metal detector! Now, you might be thinking, “Bill, are you serious? You must be making this up.” I wish I did.
Every Make-A-Wish member looked at them like they were total idiots. Still, a security officer confidently pushed the wheelchair through. Yay, it fits! And wouldn’t you know it? The metal detector beeped. Following procedures, they waved the wand around the child. Big revelation! The wand beeped.
Again, following the procedure, the security officer tried to lift the child to see the source of the beeping. All the Make-A-Wish people howled at them to stop. Now, security was at a total loss. They did not even hold a meeting, and the line of people was flabbergasted.
Security made another radio call, and two more security people briskly walked over, but not for the reason you think. They were there to control the passengers—meaning, keeping an upset group of people from getting out of hand. Yes, I really wish I had made this up.
A few minutes later, a sharply dressed woman walked up. She had a badge clipped to her stylish belt and quickly eyed the situation. She spoke to security and waved the group through.
Side note: This was Canadian customs, but the woman had a TSA badge (American law enforcement). So why was she in charge? Truth is stranger than fiction.
Here is the thing. Security personnel have been present at Toronto and other airports since the first metal detector was installed. During that time, rules and procedures were firmly established, including specific instructions on how to treat people with disabilities.
That was all good until something changed. Suddenly, the Toronto security team was forced to follow new rules rigidly. Perhaps it was a new manager or law. More likely, a major overcorrection resulting from an incident.
What naturally occurs after such a rigid change is feedback, which alters the rules. But it was clear to me and the other passengers that feedback was being blocked. I believe that if a sick child had to pass through security a month later, there would be the same fuss.
There is another aspect to this disconnect. I do not doubt that the security personnel were intelligent. Meaning they were fully aware of the situation, but something external was compelling them to set aside their wisdom.
Yet, the Toronto airport managers expected that their well-written rules would result in flawless and professional operations. They ignored the human aspect, experiences, and common sense. They did this by instituting draconian punishments for breaking the rules, even in such an absurd situation.
Albert Einstein famously proclaimed, “The definition of insanity is doing the same thing over and over and expecting different results.” In this case, instituting absurd rules and expecting them to work in all situations.
Well, if you have read any of my prior articles, you know I like to have a writing tie-in. Good characters/stories must have feedback and not follow ironclad rules. This is because readers dislike stiff characters who do not evolve.
What if we explained the lack of feedback? “John never seemed to understand the right way to treat disabled people.” I suppose that might work, but readers would prefer, “John was fired because of his disrespectful behavior.” That works.
What about the ironclad rules? Let’s think about Harry Potter. In that story, the characters frequently broke the strict Hogwarts rules, resulting in a fun narrative. Why? Breaking rules is cool and exciting. Plus, getting caught often leads the plot into new directions. Meaning that readers like seeing rules being broken and, more to the point, expect a lively plot. Can you imagine a scanner scene with a disabled magic student at the Hogwarts entrance? Readers would demand a refund.
I still find it fascinating to locate taboo writing topics. Readers are a finicky bunch and do not tolerate much outside of their unwritten rules. Fortunately, this article followed all of them:)
You’re the best -Bill
November 12, 2025
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