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Long line travelers waiting for TSA security check at O’Hare International Airport. (AP Photo/Teresa Crawford)
This is not the piece I thought I was going to write right now. I thought about writing about cultural integration at a wedding in Italy, which was rescheduled for the third time due to covid. Except, as the song goes, “It won’t stop us now.”
My trip to Italy didn’t happen. The airline’s understaffing conspired to keep me from joining the family celebration. There may be other reasons, but “short manpower” is what the airlines have provided. It seemed reasonable as we waited on the tarmac for four hours before taking off.
It was a tough four hours. The plane lost its way and was crowded with eager passengers. As the pilot first explained, “We landed, but we couldn’t get to the door. It shouldn’t be too long.
An hour later, he said, “We’re looking for help to take us down. We met some people at the other end of the airport. They just need a little time to make their way here. We ask for your patience.
Okay, we can wait. There is no real alternative anyway. Everything was enough until we found this: “As you can see, there are many planes parked on the tarmac. We are not the priority. Other planes come first. “There is nothing we can do to apologize.”
That ad cracked me up. I was sure I was going to lose my relationship. Maybe the pilot gets points for clarity, but I felt taken for granted. Also, how hard is it to get someone to open the door and let you go?
Soon the toilets will not flush because there is no water. And the plane felt warm. Passengers are close to their own boiling point – but luckily, they’re starting to get their tempers under control.
We all missed our connecting flights. Once we got out, it was hard to miss the luggage graveyard as we passed the luggage area. To count them, ask, “How many jelly beans are in the jar?” It’s like answering the question. There were so many – of every color, shape and size. I’m glad I didn’t check my bag.
But the worst is not over. The “Tethered to the Pavement” scene was one. Next was the walk to the reservation line, where families were standing everywhere trying to find their coats, bags, and amenities.
The reservation line was a six-hour experience of frustration and exhaustion. We got to know our neighbors as we shared stories. A brief summary of our shared feelings is as follows.
We’ve all missed major events. We were all tired. We all felt cheated by the airlines.
I come from a rosy, optimistic stock, so I decided to do the “glass half full” exercise. I was traveling with family, so at least we could text each other when we stood in line. When it was my turn to take a break, I got an unclaimed baggage cart to land on. And for a while the airlines gave us water bottles and salt chips. Technically, I’m not hungry.
With only two stations open for re-booking, I was further chilled when I noticed that two inspectors were watching from the corner. In fact, they were laughing at who knows. The optics were not good.
Brave that I am, I approached the supervisors and asked them if they could make two more windows to process the re-booking faster.
Their response: “We are regulators.” We do not manage the site. But be patient.
At no extra charge, they volunteered that we were not their priority, saying “passengers checking in for early morning flights go first.”
Consistency is the hobgoblin of small minds. In this case, the airlines have trained their staff to remind upset customers that they are not their priority.
Then he asked, “What is more important than taking care of your customers?” I asked. Again I heard their formal request to be patient.
I understand that things beyond our control can sometimes thwart our plans. According to FlyAware, 1,400 flights were canceled and 14,000 flights were delayed. It was a bad day to travel. Maybe a bad month.
But optics are also important. Separate controllers do not help. Being told (twice) that I didn’t prioritize you doesn’t help.
I expected better even during exams.
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