I was shocked how bad the NORAD NEADS came across, particularly the ID Techs. Referring to a real world hijacking as "cool" and taking 15 words to get across information that should take 3 words. I'm not criticizing the individuals because it was a stressful situation for anyone to handle, but I am critical of their training at the time. I would have thought they would be better prepared. Hopefully they are now.
I thought the same thing. I will give them this, though: It appears that there was a huge emphasis on drills and not enough emphasis on distinguishing between a drill and a real-world scenario. Especially when one of the ID Techs said, "I've never seen so many real world problems like this in a drill before," and when three ID Techs said "Is this a drill?" it is very clear that they didn't know how to distinguish between a drill and the real world. When the lady said "cool" to the idea of a hijacking, she clearly didn't know the gravity of the situation.