“They don’t care about us either…”

This could be considered a continuation of last week’s post, in that this story happened on the same trip…

If you will remember, last week I shared a story of a trip that took me 20 hours to get from Jackson, MS, to Kearney, NE. While waiting for delayed flight, after delayed flight (16 hours’ worth), all flights to Denver (my connecting flight city) were finally cancelled. Well over 100 passengers were in the same situation as I found myself…needing to rebook a new flight. As was usual for this particular airline (United), they provided only one working phone for passenger use, and only one agent to rebook everyone. If you are familiar with air travel, you understand that every second counts when attempting to secure a new reservation once flights are cancelled. The prevailing rule of thumb is that seats are awarded on a “first come, first serve” basis. This means that the first ones in line usually receive the available seats on other flights. The people toward the end of the line are simply out of luck.

So once the announcement had been made that all flights to Denver were cancelled, there was a wild dash to get to the front of the line (or as close to it as possible). I have become very adept with this process, so I ended up the tenth person in a crowd of over 100. All of us were tired, and maybe just a little punchy. The poor agent was harried, tired herself, and having to put up with all sorts of  abuse from passengers, who held her personally responsible for the snow blizzard.

As we were standing in line, there was a man, about seven people behind me, that just could not contain his impatience and frustration. He was constantly huffing and puffing, drawing more and more attention to himself…At regular intervals, he would step out of line, walk up to the agent, glare at her intently, harrumph with an exaggerated sigh, and then turn and walk back to his place in line. His entire demeanor conveyed that he was very obviously inconvenienced (the ONLY one in our group, apparently…), a very important person (as all the rest of us were not…), and that he should be serviced immediately. He kept getting out of line and approaching the agent, just to glare at her. Finally, after several trips to the counter, he finally interrupted the agent and shouted, “United Airlines does not care about their customers!” The agent never looked up, never stopped working on the current passenger’s rebooking. While typing, she said, “You are absolutely right, sir!” “They don’t care about their employees either!” She left the man speechless, and gave us all a little chuckle at her “moxie.”

This entire “drama” brought home some “truths” for me. First, I feel strongly that if you work for someone, and are accepting a paycheck from them, they deserve your loyalty. If you don’t like the company you work for, or don’t like the way they do business, then find someone else to work for. Life is too short to work at a job that you do not like! Secondly, I was taught that I was not better than anyone else, and that no one was better than me. I don’t understand individuals who think they deserve preferential treatment; that they should be “served” before others. We are all in this life together, and wouldn’t it be so much better if we treated each other with respect, consideration, and courtesy? That’s what I try to do. Won’t you join me? Just for this week…