NightmAIRs - Another Airline Fiasco

How much frustration can you bear before you totally lose it? Thankfully, I am yet to find out.

After an exhausting few days, I was looking forward to getting back home. I arrive at the airport and am told that I have been re-booked on a later flight, with a connection on a different airline. I think "no problem", I have a lot of things I can do as I wait for the plane. I check my bags, go through security and use my laptop until it is time to board. When I land I walk over to the service agent and ask where I need to go for the connecting flight. It wasn't within walking distance. I have to take a bus. Fine. I still had 1 hr and 20 mins. before my flight was scheduled to depart. To be on the safe side, I ask the agent to re-confirm my reservation, especially since it was on a different airline. After I get the OK, I head for the shuttle.

Twenty minutes later, I find the stop and board the shuttle. At the connecting airline location, I walk to the kiosk and swipe my credit card. The only reservation that shows up is for "Ken Smith". Didn't I ask the agent to ensure I was on the flight?

Sigh. I join the line to speak to the counter clerk. An airline rep approaches me and asks me why I am in the line. I tell her I can't find my reservation. She smiles at me and tells me that sometimes the machines don't work so I should try again. I leave the line and she accompanies me back to the kiosk. I swipe the card. No reservation. Duh. She smiles and laughs sheepishly. I try to smile, but can't. I walk back and re-join the line.

At the counter I explain my story to the clerk. She checks the system. She sees my name. Eureka! Wait, I hear her telling me that she sees a reservation but no ticket. She can't let me board the plane without a ticket. Fair enough. However, since I paid, I would like to board the plane. Pretty please. She tells me that the other airline made an error in the ticketing process and I don't have a ticket. She calls the other airline. No answer. She calls again. No answer. After the third try she gives up. She tells me she can't help me. "Go to the ticketing line please."

Sigh. I walk to the ticketing line. There is no one at the counter. I turn around. Yes, the sign says "Ticketing." I ask a nearby rep if I am in the right place, she says yes. She tells me to wait for the appropriate rep who is now on break and will be back in 10 mins. OMG.

I wait. After 8 mins., Mr. Break returns and keeps his head down as he focuses on his computer screen. Hello?! I am the only person in his line, and did I mention that I have less than half-an-hour to catch a flight that I-don't-have-a-ticket-for? He still doesn't look up. I decide to make him. I walk closer to the counter and say hello. He tells me to wait because he needs to first log in to his computer.

I wait. He asks how he can help me. I tell him the story. I am becoming sick of this story. He tells me the same thing as the counter clerk, ticketing mistake, no ticket, blah, blah, blah. He calls the other airline. They put him on hold. They return and acknowledge the mistake. He tells me I need to go back to their counter for them to resolve it. Yes - the counter in that distant land - a bus ride way. I ask about my bags, he doesn't know where they are, but the other airline should be able to help. He says sorry. At this point I wonder if it is the right time to dissolve into a noisy, messy, completely gratifying and totally useless hissy fit. I consider trying out for the first time my Incredible Hulk routine. I am ultra frustrated. Then, I remember that God said that He doesn't give me more than I can bear. I hold on to to that passage...squeeze tight...pulverize it...and then embrace it. I tell the agent thanks and leave.

When I get back to the original airline I am greeted by a line. I wait. Is there any other option? Out of the corner of my eye, I spot a woman trying to cut the line. I give her a hard stare. She misses it as she never looks in my direction. Doesn't matter - I know that there is no way Ms. Line Cutter is getting ahead of me. And she doesn't.

Finally I get to speak to the agent. I repeat the story. I might gag on this story. She starts to tell me that it was because I was late that I missed the flight. I think about what it would be like to leap over the counter. I calmly tell Ms. Jump to the Wrong Conclusions that it was her airline error that caused the issue. She gets it and tries to help. Somehow during the process I get passed over to a young and personable guy. I tell him the story. Sigh. It's OK though because he seems more on top of things. Mr. Young and Personable tells me there are no more flights for the day. I had already assumed that, and knew that later I would have to manage the impact on scheduled activities, but for now I just wanted a new flight booking and a place to stay for the night.

Mr. Young and Personable re-books me and gives me a hotel voucher. I ask for a meal voucher. No, they don't have those anymore. I look at him incredulously and say nothing. He prints out the relevant documentation for the flight. I ask him to guarantee that there will be no more errors. He walks me through the documentation. I ask him again to ensure I won't have any problems tomorrow. I think he feels my pain as he goes to the back room and returns with his supervisor. She tells him to give me a 2-night stay at the hotel vs. 1 so that I would not be homeless during the day while I waited for the next flight. True customer service rears its head and I was surprised and touched. I thank them. They apologize for the mess - it took them 1 hour to say sorry - but it is exactly what I need to hear. After the supervisor leaves, I look at Mr. Young and Personable and decide to tell him something. Although I didn't go all Big Green Hulk on him, I know and have seen other customers do that. I tell him that he has the right attitude and calm personality that will work very well with frustrated customers. He beams, smiles and then laughs with me.

I leave in search of the hotel shuttle. I wait. I hear screaming. I look down - it's my feet. Trudging to and fro in high heels is brutal. I wait. A driver pulls up and asks me what I am waiting for. This is his third time around the circle and has seen me standing there for a while. I tell him what hotel shuttle I want. He proceeds to describe how the shuttle would look- the color and exactly where on the shuttle the sign with the name of the hotel would be located. How nice of him. Wait. Do I seem mentally challenged? After giving his description, he smiles and leaves. As soon as he drives off, the hotel shuttle I need arrives. How ironic or funny. Maybe later I will figure out which one and give the appropriate response.

The shuttle doors open, and I limp inside. I collapse on the seat and lean my head on the railing. I can't wait to get to the hotel room and finally eat dinner. Oops - no meal voucher. I guess I will snack on my crushed banana.

I am tired, hungry and feeling beige, but I know I am blessed. I have a place to stay, a flight confirmation, my Bible, my laptop, one outfit (I am wearing it), and a dented banana. There are others worse off. I think.

I pray that I never repeat this day.