Hell and Airline Reservations

[Doug]

DOUG
This confirms all my basic beliefs about Americans.

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Reservations of an Airline Agent
(After Surviving 130,000 Calls from the Traveling Public)

by Jonathan Lee -- The Washington Post

See the whole article here.

I work in a central reservation office of an airline. After more than 130,000 conversations -- all ending with "Have a nice day and thanks for calling" -- I think it's fair to say that I'm a survivor.

I've made it through all the calls from adults who didn't know the difference between a.m. and p.m., from mothers of military recruits who didn't trust their little soldiers to get it right, from the woman who called to get advice on how to handle her teenage daughter, from the man who wanted to ride inside the kennel with his dog so he wouldn't have to pay for a seat, from the woman who wanted to know why she had to change clothes on our flight between Chicago and Washington (she was told she'd have to make a change between the two cities) and from the man who asked if I'd like to discuss the existential humanism that emanates from the soul of Habeeb.

In five years, I've received more than a boot camp education regarding the astonishing lack of awareness of our American citizenry. This lack of awareness encompasses every region of the country, economic status, ethnic background, and level of education. My battles have included everything from a man not knowing how to spell the name of the town he was from, to another not recognizing the name as "Iowa" as being a state, to another who thought he had to apply for a foreign passport to fly to West Virginia. They are the enemy and they are everywhere.

In the history of the world there has never been as much communication and new things to learn as today. Yet, after I asked a woman from New York what city she wanted to go to in Arizona, she asked, "Oh... is it a big place?"