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The Boston Globe


Etiquette at Work

Customer service boils down to civility, even under duress

Flying is frustrating, especially when it doesn’t work well. Right now, I am sitting in the Colorado Springs airport, delayed for three hours because of thunderstorms in Chicago. Twice I have had to seek the help of a gate agent to deal with the changing situation. Flights were so delayed that I arrived at the airport in time to switch to a flight that, had it left on time, I would have missed. But, there it was so, I was able to get a seat.

Of course, an announcement followed that the flight I had just switched to was cancelled. I bolted for the gate agents’ desk. Fortunately, the line was short. I got the same gate agent who helped me earlier. After some good-natured ribbing for switching back to my original flight, she gave me my new boarding pass.

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