When I arrived at Gate K9 at O’Hare yesterday, it wasn’t a pretty picture. American Airlines flight 1400, delayed by an hour, looked completely full. A long line stretched from the gate to the McDonald’s across the hall.
Even if they could squeeze one more passenger on the plane, they’d probably charge me. The agent would have been well within her rights to do that, since I had a reservation on the next flight to Orlando, which left two hours later.
Then I remembered that a little niceness can take you a long way.
“A true story about the power of nice”