Whatever happened to customer service?

Horrible customer service during my flight back home from Seattle. Here's the scenario.

I arrived at the airport and went to the American ticket/check in, but was informed that as the first leg was on Alaska, I had to go to Alaska Airlines to check in for the flight. There was no one at their ticket counter--just a lot of Position Closed signs, so I used the automated system. Which spit out only the boarding pass for the first flight. So, I went back to American to get my boarding pass for the second flight. (Note that even though these two airlines are close alphabetically, they were on opposite ends of the long, long line of airline counters.) Then I went back to Alaska to try to check my bag. After waiting and waiting for someone, I noted that my boarding pass said "check in with the agent at gate."

I navigate through security and dash to the gate as it is getting late. I go to the counter, explain the situation, and ask for assistance. Wrong! The agent informs me that I needed to check my bag in at the ticket counter.

"But, " I say, " there was no one there. "

"There are 6000 people a day who come through here, I assure you someone was at the counter," replies the guy.

"I don't know about the other 5,999 people," I say, "but there was no one there for this one."

"Then you were in the wrong place."

"The ticket counter is where I was," I reply.

"Then you were at the wrong ticket counter."

Now, I'm getting pissed. "I assure you that I can spell....ALASKA." I replied. I know where I was."

"Well, you were obviously wrong." he says.

"Well, you obviously have no idea of the concept of good customer service," I reply. "Do you want to argue with me or help me out?"

"There's nothing I can do for you," he replies.

"How about a gate hold check?"

"Well, I suppose I can do that."

Sadly, no where in the coversation were the words: "How may I help you?" I simply wanted to check my bag, but his agenda seemed to be proving he was right.

This is a pet peeve with me. I am often stunned at the lack of quality customer service at the grocery store, at the service station, at the department store. People seem more inclined to argue or ignore than anything else. Sad commentary on interpersonal relationships in the new century.

Seattle Rekindles Passion

On a trip to Seattle. Finally moments away from "life" and near a computer to post. I am always amazed at the abundance of diversity in an urban setting as compared to my rural life when I first visit a city. Yet, over the course of a few days, I realize that there is not so much diversity as there is a concentration of differences. And in my place in the world, it feels as though there is more individuality because it is simpler to stand out in a smaller crowd. Sturm und drang is alive and thriving.
I went to Hack Night last night with Bryan--an evening akin to "take my parent to class day," as another mom and a brother were in town and joined the festivities. I spent some time this morning thinking about where our passions lead us. Back in the day when Bryan was a child with a passion for new technology, I stayed on top of the flow to provide encouragement as well as to "be the parent" and monitor activity. So, though I can still understand much to a relative degree, that other world is exploding with such ferocity that one without the passion sits on the shore and gets wet only up to the toes.
Which led me to thinking about how much I don't know, but would like to know. And how do I choose one avenue from another. Like feasting at a buffet--it all looks so tempting, but overstuffing means lethargy. So, now I am thinking about passion again. What sparks me? And I can truly say at this moment, not much. Although being away from the world for this brief visit has rekindled some flame. Somewhere over the past few years, I neglected my flame.
I think the shift I have made in work was a response to the need to feel and not merely do.
I will leave for home this weekend with a small fire burning in my belly.