By Alyssa Rosenberg Sorry for the light posting, ya'll. This was supposed to be a blogger-writes-about-Star-Wars-gets-on-plane-gets-off-plane-writes-more-stuff kinda day, but instead it ended with me spending five and a half hours at the airport, my plane GETTING LOST at Logan, and my flight getting canceled. I've been writing about aviation for a couple of years now, and so it's kind of doubly infuriating to get delayed when you sit there wondering what link in an extremely rotten chain's gone wrong now. It's horribly annoying, but flying these days is intriguing if only because it's one of the few chances you have today to watch an industry actually drive people insane. The folks working the desk were literally numb to the crowd of about a hundred people who started yelling at them, ignoring in particular a weeping woman who was trying to make her flight home to Hungary for a funeral. The customer service manager I called didn't deviate a word from a script she had in front of her. I asked her if it bothered her that her business model wasn't functioning on any level and she still didn't react. The people who re-booked us didn't seem to have any tools available to them; no refunds, flight vouchers, hotel vouchers, anything. It was literally the worst customer service experience I've ever had, and no one was to blame, and no one had any tools to fix it. I don't even what to know what the air traffic controllers working today were feeling: their job is stressful enough as it is. And it'll get a lot worse this holiday season.
