Dear Mack at Travelocity,

I’m sorry I cried on the phone with you.

I thought it would just be a quick phone call. I could rebook my flight while cooking dinner. It was 6:30 and I had just gotten back from the gym. I put water on to boil and dialed. Via Skype. From Nicaragua.

I was put on hold almost immediately. I chuckled as I remembered how awful Travelocity’s hold music is.

First I spoke with Steve. I just made his name up. I’m pretty sure Steve did too. He asked me my name. Dear Steve, Americans do not say “Please me with your name?” It made me giggle. I flashed to an image of myself whispering “lenni. lennnnnni. lenni.” into his cute, brown, head-setted ear.

We got down to business. The Travelocity kind. Not the pleasing kind. I explained that I had cancelled a flight and now wanted to use the credit. I told him I wanted to find the cheapest flight within a range of dates. I gave him the cancellation number and my email address. He told me that he couldn’t hear me because there was an echo.

Fair enough Steve. I live in an airy Central American palace. I walked outside, facing ants of all different sizes and propensities towards biting. I braved mosquitoes and dengue for you Steve. I repeated myself.

Evidently my request was impossible. He asked what time I wanted to fly on the 23^rd of December. I asked again if it was possible to investigate a range of options. Y’know, like they do on YOUR WEBSITE. No. I asked Steve if perhaps it would help if I searched the American Airlines website for the cheapest option. He said yes and hung up. Oh Steve.

I called back and spoke with Dan. Again, not his real name. Dan sounded so much like Steve that I wondered if it was a cruel joke. I wondered every time he put me back on hold. The water on the stove boiled down to the pot. I turned off the gas. My computer flashed a battery warning. Finally I told Dan exactly what flight I wanted to be on, we booked it successfully (I think), he transferred me to billing…and I was put on hold. For forty minutes.

My neighbors looked out their window to see what the horrible noise was.

Had I been rude? Was this some sort of karmic punishment? I went a little nuts from the hold music. I hung up.

I dialed again. I put water back on the stove, faithful that this time all would work out. I plugged in my computer. I spoke with Vikram. (I may as well make up good names.)  I put noodles in the water and told him exactly what flights I wanted. I told him that the hold music was awful and he made every effort to keep me on the line. Vikram was my buddy. He transferred me to billing.

And Mack, you answered. You asked if I could please you with my name. You asked how you could help me. I thought you would have known. But no, you asked for my booking number and inquired after my flight dates. And that’s when I started to cry. “I already diiid all this,” I plaintively whined. But you were a specialist. We had to start over.

I gave you my booking number. You told me I was missing a number. (No Mack. YOU missed a number.) I repeated it. It was no longer in the system. I spelled my email for you. Several times. N as in Nancy. N as in Nincompoop. N as in Never use Travelocity again. You found me, “Ok a flight on Delta airlines from Los Angeles to Las Vegas in September?” Noooo. “Armstems at aol dot com?” Nooo.

I gave you specific flight times and flight numbers. You kept forgetting about the flying to/from NY part. “ok Managua to Miami.” Nooo. “Ok departing flight Managua to Miami to NY. Returning flight Miami to Managua.” Nooo.

We got it straightened out and you gave me the price. I cried again. A flight to NY is not worth $900. The American Airlines website said that it was about half that. Mack, you had the wrong date. Honest mistake. We tried again.

You told me I had $150 in credit left over. You told me that to get the voucher I would have to pay $29.50 to have it mailed and $70 for something or other. I asked, casually, if that money would be taken out of the voucher, leaving me with only $50.50. You said that that was impossible. I had to charge the $29.50 on my card. I asked, innocently, if I was essentially paying for my own money. You didn’t understand me.

My noodles turned to mush. You said you’d send me the voucher. You had the wrong address. When I gave you the correct one you asked if I lived in LaGuardia NY or JFK NY. That was funny.

Sorry I cried on the phone with you. But you can see where I was coming from, right?

Love,

Lenni

So family, I will be in NY from 23 December to 1 January. I expect bagels, Chinese food, and root beer. (They have a handle on pizza here.)