So right from the start my travel itinerary to UN-Habitat’s eleventh convening of a World Urban Forum (WUF11) was already not great. There were two long layovers: a six hour layover in Vancouver, BC (of all places), followed by an 8 hour layover in Frankfurt Germany, then I needed to figure out how to get from Krakow to Katowice for WUF11.
Like thousands of other travelers my plans were upended. First my flight from Vancouver to Frankfurt was delayed an hour and a half… it was no big deal for me, but many people on that flight missed their connection. So I get to the Frankfurt airport and at first everything seems normal. My flight is listed on the big boards seems fine.
Parenthetically, I don’t understand the Frankfurt airport. For a country with a reputation for organization, efficiency, and engineering the Frankfurt Airport is awkward, slow, and inefficient with poor signage to boot… on hot days those buses they use to shuttle people around can get a bit toasty. I understand why travel sites allow for more time when some has to fly through FRA.
So my flight was listed on the board. I navigated my way from terminal A to terminal B, scoped out Gate 19, got a bite to eat, and then had a little nap. When I awoke I noted that my gate had few passengers waiting than before my shuteye. So I head over to the big departure board. And its bad. Yes, my flight was cancelled… so many flights were cancelled. Immediately I queued up in the customer service line, and started brainstorming options.
What cities could I fly to that would be me close enough to take a train, bus, rent a car, carpool, hitchhike, ride a bike… everything was on the table.
Started texting with Lynette and she was helping me from afar.
And the people in line who I was around were amazing. We got to know each other a bit, supported each other, held spots so people could go for short walks or take bathroom breaks. Of course we stood in line a very long time. Very long. I joined the queue at about 3:15PM and I didn’t leave it until 9:50pm… a hair short of seven hours. Would estimate the line was at least two long city blocks when I joined it. And it got way bigger.
For the most part the passengers – at least where I was in line – were pretty chill all things considered. And my experience of the airline agents was incredible. The person who helped me was a kind, deafferented, Zen master (literally, at least he referred to his monastery), who seemed profoundly located in the moment and what was within his control.
I found myself reminding myself that this experience was not mine to control. And that I had the power to shape my experience and manage my response. I found myself reminding myself that I was not alone, I intentionally looked at the people around me and wondered about their plans and how they must feel. I tried to hold the parents, young children, people with disabilities, and seniors in imagination and bless them. I held people’s spaces let them go for walks, or use the restroom, I got a few people snacks or water. And I invited those I was standing around to imagine what it was like to be the customer service agent. 15 years ago, I’m not sure I could have responded like this.
I’ve come to learn this story was picked up in the News. This pandemic “great resignation” felt so real. The airline seemed seriously understaffed. This experience has me wondering how many other sectors or our lives which are understaffed a just limping along until the next shoe drops.
Blessings to all whose flights were cancelled or delayed… you are not alone.
Peace, dwight
