On the Jetway

As most people know, winter 2015 has been a frigid one on the east coast. And for 2 days, I got a reprieve when visiting family back on Los Angeles, getting to experience temperatures in the low 60’s. And on this Sunday morning, I was standing in line on the jetway, preparing to return to Philadelphia.

Given the flight, like most flights nowadays, was completely full, people were being required to check their carry-on roller bags. Standing at the lower end of the jetway were 2 baggage handlers who would take all these bags into the plane’s belly. People were grumpy, not only having to check their would-be carry on bags, but having to return to winter, as it as snowing/sleeting back in Philadelphia on this March day. That’s when one of the baggage handlers began to address the long line of people waiting to get on the airplane.

“What in the world do all you people want to go back to Philadelphia for? Look at it outside here, it’s a little cloudy but it’s breaking up and the sun is coming out and it’s nice an warm. I don’t understand it.”

Wait a second! Did this guy just say that? I’m originally from Los Angeles, and although I’ve adapted to winter, come March I much prefer warmth to cold. And not only that, I paid over $500 to make this trip on a crowded, limited service airplane. And now I’ being taunted…What gives?   And it was pretty clear from the expression on the faces of everyone around me, that improvised outburst was not appreciated.

So as the line slowly marched forward and I wound up next to the guy I asked him what he was thinking, having a little fun at the customers’ expense. He said he was kidding around, and I totally believe him (he was a good guy).   But I mentioned it probably wasn’t a great idea, that it could easily be taken the wrong way, given the circumstances (grumpy people getting ready to get on a packed plane heading towards the freezer). He concurred. We had a little laugh as I boarded the plane and he took the bags down below. I was fine, but how knows how other people felt. Perhaps they were pissed. Perhaps they were offended. Perhaps they didn’t care. But one thing was clear, had this guy been thinking about any of those things, he may have said something different, or nothing at all. Point being, thinking about how your words might impact your clients and customers can make all the difference in the world.