League of Melbotis

One of the things which is entailed in moving far from family and friends is the cost inherent in travelling. I'm no Jack Kerouac. I've no illusions of roadside fun or white line fever. It's more of an endless procession of switching out albums and staring into expanses of nothingness between what I recognize as civiliation. And a lot of feeling awful whenever I linger in towns with populations under 10,000.

Flying isn't much better, but it's generally faster. The adventures of overnight stays in far-off places, the delays and hang-ups one comes to expect are not something which fill me with a rush of adrenalin. THe seats are cramped, the food presently non-existent, and the manners of others on planes has such a "me first" ring to it, that it's a miracle fist-fights don't break out every day.

I've gotten to the point where, due to my frequent bad experiences, I always carry a backpack which i don't have to place in the over head bin. In the backpack I carry a fresh pair of underwear, contact solution and case, glasses, a clean t-shirt, toothpaste, toothbrush and two books. Being stranded overnight just once has taught me the value of having these thigns onhand. The backpack is absolutely necessary as anything in the overhead bin is fair game and can and will be crushed by the little wheeled suitcases experienced travellers now carry so as to avoid waiting for their luggage to come off a plane. Somehow these little suitcases have been designed to be just small enough to make it past the flight attendants, and just large enough to not fit properly in overhead storage. Hence, you get the pleasure of watching a perfect stranger grapple and crush your own luggage as they struggle to fit their suddenly enormous bag into the tiny overhead bin.

Suitcases are lost, flights changed, delayed, overbooked. Clerks have bulletproof shells which are invulnerable to your harshest criticism. Once in the air, there's no escape. Being booted from a flight from Dallas to Oklahoma is almost funny to them (not so much to my wife). Service from in-flight personnel has gone the way of the do-do, and everything from "ticketless travel" to the necessities of baggage x-rays has made just getting to your gate a nightmare.

But still, I'm now more than a thousand miles from my folks' house, and the idea of driving home for the upcoming holidays is too mindbending to endure. As such, we are flying.

Due to the above mentioned misadventures of the past year, Jamie and I had accumulated $566 in travel vouchers, which I put toward our flight home for the Holidays. But purchasing tickets online doesn't show any clear way to apply vouchers, and so I decided to call the American Airlines reservation line in order to apply my vouchers toward the cost of our flight.

I waited thru a few minutes of chirpy airline spokesperson voice telling me junk I already knew before an operator was able to take my call. The woman on the other end sounded down, even as she greeted me.

Online, I had already found my selected flights and was able to simply relate times and flights to her. When i mentioned the vouchers, she grew short with me, somewhat snippy as suddenly she knew the call would be extended as we walked through how all of this was going to work.

At long last, we worked through all of the paperwork, confirmation numbers, addresses, etc...

I don't remember what was said immediately before, but suddenly she threw in: "Sorry if I sound a little hasty."
"Uh..." I kind of let it hang. She had sounded hasty, and it annoyed me. Bad customer service is something one expects, especially over the phone. She'd been cranky at every turn, sounded vaguely distracted, and had kind of berated me for failing to correctly identify the proper code she'd been looking for of the dozen or so codes on the voucher stub.
"Yeah, well," she said, cancelling out the short and un-prepared speech I was about to deliver. "Sorry. You're my last call."
"Oh, end of the day." It was 4:30 my time, PST. I guessed she was Central or Eastern time. Sunday night dinner was probably ahead, no weekend to speak of behind her. Probably a weekend of getting yelled at by geeks like me.
"No, after this call, I'm done. They're shutting down the St. Louis call center."
"Oh."
"Yeah."
"I'm your last call?"
"Yeah, this is it..."
I was quiet for a moment. Should I extend the call, push her job that much longer? Get her another 15 minutes on the clock? Or was she salaried... was she done and out the door to spend Sunday night, god knows where in a St. Louis apartment, knowing that tomorrow, she was out of a job, out of money...? Were there kids? A husband or partner? Anything...?
"Oh, God. I'm really sorry."
"Yeah."
"Is there..." anything I can do? I started to say. "Hey, well, good luck." I was picturing a bar, some poorly strung Christmas lights and a half-empty bottle of booze in this woman's immediate future.
"Thanks. Is there anything else I can do for you?"
"No. I guess not."
"Well then, thank you, sir," she said too quickly. "And thanks for choosing American Airlines."
And before I said anything, she'd hung up.
I'm not looking forward to this flight. If this is any indication fo things to come, I'll surely be stuck in Dallas overnight and into Christmas Eve. And I know I'm going to be spending my time on this flight wondering if this woman has found work yet in order to have herself a merry little Christmas.