Agree. People realize there are 45,000 people trying to get into the same place and use the same facilities? The lines moved as fast as possible for people trying to all get in 10 minutes before game. Same issues occur at any event where all are trying to get in at once.
This is simply not true. I have been through many different security screenings in many different settings, and seen lines move much faster than this.
I'm a fan of (and have attended games for) a lot of sports teams in Minnesota. It is clear that the U simply values customer service less than many other entertainment opportunities, and this is symptomatic of that. The only time they seem to do anything is when they create some kind of overly formalized reward program, that really just serves as a way to try to incent additional purchases (which, in isolation, is a good thing, but it is not a comprehensive culture of customer service). But I never get the impression that the U looks at its revenue sports offerings from the lens of "whether it's a season ticket holder, or first time attendee, what can we do generally make this a better experience for the customers."
When I was in high school, I worked for a minor league hockey team. The arena did hire some third party security to deal with unruly fans. But, in addition to that, they employed their own separate group of "section leaders" (my role) to stand at the top of sections and help with customer service. We were just high school kids making minimum wage, but we would get training every season on customer service. It was clear that the expectation of us was that we would interact with fans, solving their problems (no matter how silly or petty they seemed, because if you actually care about customer service, that doesn't matter), and generally make sure they had an enjoyable experience. The team took this so far that they instituted a "secret shopper" program, where they would plant "fans" who would come sit in our sections, and fill out a report where they graded us on whether we greeted them and how well we served customers (someone who I later learned was a secret shopper asked me some questions about the rules, and ended up grading me on whether I offered to walk halfway around the arena to guest services to pick up a little free pamphlet the team published with basic hockey rules, which I did, because that was clearly the kind of thing we were expected to do to improve customers' experience). Maybe I just am not seeing it, but I don't feel like I am ever encountering that kind of effort at Gopher games, and Gopher football is a much higher revenue operation than this minor league hockey team.
Also get exercise with this device! No maintenance except perhaps with your arms.
