SLF here.
They may have only had 110,000 complaints out of 2 billion inspections but I wonder how often this is because people are dashing for a flight and don't have time to escalate things (or, as per the article, are scared to make things worse for themselves).
I "commute" between the UK and Australia and used to frequently use the Air New Zealand Heathrow-LAX-Aukland-Brisbane route. However, after fair bit of unpleasantness with the TSA at LAX, I now avoid transiting the USA and choose other routings. An Air New Zealand manager told me (and I have no reason to disbelieve her) that a big factor in starting their LHR-Hong Kong-Aukland route was the number of passengers who wished NOT to transit the USA for similar reasons.
I have not problem with security but rude, power-mad, abusive behaviour should not have to be accepted.
Bob