Ave Maria to Fort Meyers >> Atlanta, Atlanta, Atlanta >> Phoenix
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Leg #2: Steubenville >> Pittsburgh >> Charlotte >> Phoenix >> San Diego
Leg #3: San Diego >> almost Huntsville then Knoxville >> Atlanta >> TigerLeg #4: Tiger >> Atlanta >> Fort Meyers >> Ave Maria
Leg #5: Ave Maria >> Fort Meyers >> Atlanta, Atlanta, Atlanta >> Phoenix
Lessons of Love, by Way of Economics
First, the good news. I bought the New York Times in the airport and found a great article by Ben Stein: Lessons of Love, by Way of Economics. You should read the whole article, but here are my favorite excerpts:
In general, and with rare exceptions, the returns in love situations are roughly proportional to the amount of time and devotion invested. The amount of love you get from an investment in love is correlated, if only roughly, to the amount of yourself you invest in the relationship. If you invest caring, patience and unselfishness, you get those things back. (This assumes, of course, that you are having a relationship with someone who loves you, and not a one-sided love affair with someone who isn’t interested.)
Long-term investment pays off. The impatient day player will fare poorly without inside information or market-controlling power. He or she will have a few good days but years of agony in the world of love. To coin a phrase: Fall in love in haste, repent at leisure.
The Revolt at Terminal B -or- Delta Sucks
I had a two-hour layover in Atlanta on my way to Phoenix. Our flight was scheduled to leave at 6:30 PM, and since the thunderstorms had long since blown over, I was confident we would leave on time. I had no idea how many things would go wrong over the next 24 hours.
Since reading about boring travel drama is, well, boring, I’ll get to the point: they delayed our flight every half hour until we were finally able to board four hours later. I was snuggled into my seat preparing to sleep on the long flight to the west coast when the captain came on the speaker: “I’m sorry folks. This flight has been canceled. We’ve tried hard to get a flight attendant, but we are one short and we can’t make the flight. But there will be a gate agent waiting for you outside to help you rebook your ticket.” All 150 people stomped out of the plane and reluctantly formed a line. It was already 11:00 pm.
I got on the phone and called Delta because I figured it would be quicker. After a quick conversation with the man on the phone, he put me on hold. An hour and nineteen minutes later, I hung up the phone because my face was getting hot and I was losing my mind. During that time, only three people had actually gone up to the counter and walked away with a ticket. That’s 30 minutes per person. At that rate, it would take 75 hours to rebook everyone in line. That is almost three days.
Things got more miserable when I learned from the three people who actually got their ticket that they would not leave Atlanta until after 3pm the next day and that Delta couldn’t find any more hotel rooms. (Are you serious? They could only find three hotel rooms in the city of Atlanta?) Lets say we got lucky and were magically issued tickets for the next day. What were we supposed to do for the next 15 hours?
Even with this bad news, I felt fortunate because from what I could see, our line was the shortest line in the whole terminal. There were at least 300 people in the line three gates down. The place was starting to look more like a refugee camp. People were getting angry, yelling and slamming their fists on the counter. Throwin stuff.
At this point I realized something had to change. These things turn nasty real fast. I cornered a Delta employee and tried to explain the situation:
“I understand it’s been a difficult weekend for you all. The thunderstorms have caused a lot of difficulties that are beyond your control. I have no doubt that everyone here is working hard. But I don’t think your supervisors understand how bad the situation has become. We’ve been told there are no hotel rooms and no cars to rent. But there are elderly people here and mothers with small babies. None of us are able to get our luggage. All the restaurants and stores are closed and there is nothing to eat. I think if your supervisors understood how hostile it’s become here, they would send more employees to help.”
She gave me a blank stare and then barked at me: “Look around, you’re not the only one who’s upset.” Apparently something was lost in translation. I tried with two more employees. Nothing.
I called Stephen and told him there was about to be a riot if something didn’t change. I told him to call the local news and explain our story. He called three stations, and each said they already had people at the airport. I’m sure if I walked past security and to the front of the airport, I would’ve been on the news to explain the chaos on the other side. But selfishly, I wanted to get my ticket and get back to Candyce.
I ditched my place in the front half of the line after I got word that another line was moving faster on the far end of the airport. Really, what did I have to lose? There was no way I’d get a ticket if I stayed there.
Indeed, the other line was moving faster. I was the last person in my line to get a confirmed seat on a flight the next day at 6:30 PM, for a grand 24-hour delay. My celebration was short lived because once I had a boarding pass in my hand, they closed all lines and the employees went home.
There were no airline officials left in the terminal except two police officers sent in to keep order. Six hours before, we were dignified business travelers. Now we were treated like hoodlums. It was humiliating.
Survivorman
I rode the escalator down to the airport train with hopes of finding a less populous terminal to sleep in. I was too tired to walk. I just stood there, slowly descending down the stainless steel tunnel. Once at the bottom, I was alone at the airport train station. On the airport speakers played “Take My Breath Away” from the movie Top Gun. The train never came. I walked to Terminal C.
It’s important in situations like that to keep things normal. Try to make yourself at home. I walked into the bathroom to wash my face and wipe down my teeth with a paper towel. I looked at my face in the mirror and noticed the man next to me with a disgusting wound on his forearm. He dipped his soiled bandages into soapy water, then ringing it out as well as he could with the injury. My heart broke for this guy. “It looks like you’ve had a bad day. Can I help you with that?”
He explained that he was a welder by profession, and he had a chunk of metal removed from his arm earlier that day. His clean bandages and medicine were in his luggage which was nowhere to be found. He figured he would be just fine. He thanked me for the concern and he told me goodnight.
If you watch Survivorman, you know that it is impossible to sleep in the wilderness if you do not feel secure. It’s easier to sleep at the base of a tree than it is to sleep twenty feet away because your back is protected. After trying to sleep on a couple benches, I applied my survival knowledge and snuggled into a corner next to a the ticket counter. I was out in five minutes.
I woke up twice in the morning. The morning sun burned through the windows and lit up silhouettes of busy travelers walking confidently to catch flights. These were obviously new people. Each time I looked around and found new people asleep on the benches around me. My back hurt.
Into the City
I got up at 8 am road Marta into the city. I was starting to get depressed in the cage of the airport. Stephen picked me up at the station and few minutes later we were having breakfast at the Riah’s Bluebird, a cozy cafe off of Memorial Drive. I figured it was a new day and I needed to be alert, so I chugged a few cups of coffee after breakfast while we talked about the night before.
What I came to is this: that was just a really poorly managed situation. These are the kind of situations an airline is supposed to anticipate in advance so that when they come, you don’t enrage your customers by stealing away their dignity. I imagine that our story will get to a senior at the airline and many people will be fired. What bothers me most is that the solution was not far away. Delta is one of the largest employers in the city of Atlanta; it would not have been hard to call a couple dozen employees at 9PM the night before when it became clear that the situation was already out of control. But they didn’t, and because of that, there was chaos.
I was done complaining and asked Stephen to drive me around East Atlanta and Cabbagetown and show me what was new. I am in awe of how much those parts of town have cleaned up in the past ten years.
Back in 1998, I was a design intern at a web agency in a cool loft in between Little Five Points and Virginia Highlands. We were all hipsters who wanted to know about the next big thing online and around the city. I’ll never forget the day that James suggested we check out East Atlanta. (Isn’t that where people die?)
That night we went to an awesome pasta place and had a great time. We didn’t talk about it the next day. We never went back. None of us wanted to admit we were afraid of the hipster frontier.
Here we are, ten years later, and it’s become a great place to live, work, and play. Just look at the development called Glenwood Park just south of I-20:
Back in Phoenix
I got back into town yesterday. I was lucky to get on that flight because they put me on a plane that was supposed to take of today. (That would make a 48-hour delay with no hotel, no food voucher, no rental car.) I pleaded with the guy at the counter and he worked something out for me. Now I am back in my beautiful home with my beautiful wife. Soon we will have a baby. I’m probably not going to get on an airplane for the rest of this year.
















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