1st time through, we had to use the passport scanners, lines were long, and luggage took forever to come out. 2nd trip (April) the scanners were closed, we had carry on luggage and breezed straight though. Both trips were identical flights. We never encountered any rude workers, and they were actually very helpful in getting us through another security area to make our connection, this all on the return trip side. But like everyone, we have heard horror stories!