I’m writing this while waiting in yet another long line in an airport this morning.

First there was the line at baggage check-in at Burbank Airport. Why? Because some of my toiletries were larger than 3 oz. and I refused to throw them away because they were expensive creams and lotions, so I had to check my luggage. I’m unclear on how terrorists might blow up the plane with my anti-razor-burn lotion, but I guess we’ll never get to find out.

Then there was the line for boarding. Of course.

Now I’m in line at a different airport (Phoenix) for my connection. They’re trying to board two different aircraft from this same gate, and mine was just announced as delayed 20 minutes. When was the last time I traveled somewhere by air and the plane was on time? I think… in 2000?

And now I’m looking forward to baggage claim in Cleveland, whenever I ultimately arrive.

All across our consumer society, customer service is ironically shrinking to invisibility. This is the one area in which airlines are at the forefront.

This entry was posted on Wednesday, July 4th, 2007 at 10:16 am and is filed under On being, Thoughts. You can follow any responses to this entry through the RSS 2.0 feed. You can leave a response, or trackback from your own site.