What an awful exchange with the airline. I hate being the person who’s aggressive, dismissive and mean to the customer service workers , but sometimes it’s necessary. They either hang up or pass you off to the next highest ranking person in line until you reach the top of the hierarchy, which is what I want.

This ones name is Sheila.

Once I hear her voice, my heart rate goes down and I can breathe easily. Why? Because I can have a conversation and get some answers from the person who actually knows the playbook.

We’ll engage in small talk. She’ll ask me how I’m doing, and I’ll bark back that I’m doing just fine.

Then I get the nerve to ask her, Why is it your people don’t know the playbook? Do you find satisfaction in them looking like fools?

And then she chuckles and says, Yeah, yeah I do.