The Golden Rule Pays Off

I spoke in Venezuela in 1991 during Christmas break. My flight plan was leave Houston for Miami, change planes and get to Caracas, Venezuela. Seemed simple, right?


The plane in Houston was delayed 6 hours so they could change the windshield wiper motor on the pilot’s side of the plane. The grumbling started in the first hour and grew into a chorus of whining the likes of which I had never heard. The poor gate agent faced a line of 30 people yelling, cursing and griping.


I decided to join the line as well.


After waiting in line an hour, my turn came. With a forced smile the exasperated agent said “What can I do for you?”


I replied, “Take a break…relax…tell me about your family and how your Christmas was. I know none of this is your fault and I have watched you show patience with the passengers. Close your eyes and imagine being out of here and these people are gone. I just want to say THANK YOU.”


She was stunned. She asked for my ticket and then did that fast paced keying in to her computer they always do. Then she returned my ticket said to check in at the gate on the rest of my flights to and from Venezuela.


She also booked me on a flight 3 gates away leaving for Miami in 10 minutes, had my bags moved and bumped me to First Class! I asked why. She said it’s like God had sent me to give her hope and she made a note on the computer telling other agents what I had done. She asked them to bump me First Class whenever they could!


All together, I made 5 connecting flights down and back and only sat in coach for one time!


During the holiday madness of shopping and travelling, remember to be kind to those who serve you.


Key concept: do unto others as you would have them do to you.