Priming the Pump in the Twilight Zone

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While I was traveling home from a training swing this past week my flight was delayed out of Salt Lake City, causing me to miss my United Airlines connection in Denver.  There were no other flights out that night so I was forced to lay-over until the next day.  The earliest flight that had available seats to bring me home left Denver at 5:25 p.m. the next day.  (Is it just me?  It seems like I am always delayed and held-over at Denver Stapley airport… I am certain it is the portal to the Twilight Zone… but I digress.)

The following morning I contacted the travel department for my seminar company client to see if anything might have opened up to get me home any earlier.  The travel agent was able to book me one-way on a different carrier at 2:30 p.m.  That gained me three hours.  I was very grateful. 

I asked him why United was so heavily booked.  He said, “I don’t know.  It’s unusual.  In fact the flight you were rebooked on is completely full now.  There are no seats to be had on United out of Denver today at all.”

This got me thinking as I sat and watched people go by in the airport.  United could probably use the seat I would be giving up on the 5:25 flight.  I had a good 4 hours before my 2:30 flight was to board, so I headed off to find a United Customer Service counter.    I stepped into line behind about 12 people and began the waiting process.  Nothing happens quickly at a customer service counter and, unfortunately, everyone in line is struggling with some sort of inconvenience and therefore hovering somewhere in the grumpiness continuum.  More than once I asked myself, “Why am I standing here again?”  Yet I knew that I had plenty of time and nothing else I really needed to be doing, so I stayed in line.  After about 35 minutes, I had inched to the front of the line.

The customer service representative, Dee, was frazzled but gracious and eager to resolve whatever issue I might have.  I explained the situation to her and finished by saying, “I just wanted to let you know that I will not be on this flight at 5:25 and release the seat so you can give it to someone else.” 

She worked through the whole scenario with me again several times to make sure that she was clear on how the flights had been delayed, missed and rebooked.  Then she confirmed, “So you are traveling home today on a different carrier?” 

“That’s right,” I said.

She seemed confused. “So what do you need from me?”

“Nothing,” I said. “I just wanted to let you know that this seat is available.”

“Do you need a refund for this leg of the trip?”

“That would be terrific.  I am sure my company would appreciate that,” I replied.

“Well okay then.  Let’s get that taken care of.”

She printed off the information my client would need to receive a refund for the flight I didn’t take.  She gave that to me along with a second voucher.  “This is a voucher for $150 off your next flight with United,” she said with a smile.  “We are very sorry for your inconvenience and thank you for your courtesy today.”

Did I stand in line for 35 minutes hoping that I would receive a $150 voucher?  No I didn’t.  I didn’t even think to ask for compensation for my lost day.  I stood in line because I know that if I were desperate to get on a fully booked flight, I would want the gate agent to know there happened to be a seat that was just released.  I know that all you send into the lives of others come back into your own.  It may not be immediately.  It usually won't be in-kind.  I stood in line to prime the pump.  I was blessed to have a benefit sent back my way immediately.  It doesn’t always happen so quickly, or even in a manner that is noticeable, but that doesn’t matter.  Priming the pump is about the sending out, not the getting back.  As it says in the old Kingston Trio folk song, Desert Pete, “you have to give of yourself before you’re worthy to receive.”

High Road Challenge for the Day:  Prime the pump.  Find a need and fill it.  Give of yourself.  Send it out without expectation of what will come back.  Take a lesson from Desert Pete and give of yourself so you are worthy to receive.