Compassion counts as a carry-on
by Rachel HinmanI have been following the story of Carol Gotbaum, the 45-year mother of three who died in a Phoenix airport holding cell two weeks ago and feel both sadness and anger.
Sadness for Carol’s family and their senseless loss.
Anger at the people we become inside airports.
Sure, we all complain the experience of air travel can really suck. However, Carol’s story indicates there is something more amiss and sinister happening to us and the experience inside airports than basic human frustration at long lines and poor service.
I think back to a recent trip to Europe and recognize my own culpability - my annoyance at fellow travelers who stood too close to me in line and kept hitting me with their rolling suitcase, passing judgement at people who had the audacity to try and bring a bottle of water through the security checkpoint, contempt for the security guard who confiscated my expensive face moisturizer because it exceeded the 3oz limit for carry on luggage.
What has happened to us?
How is it that the social rules and expectations around air travel have plummeted to a place where someone like Carol, who was so clearly in need of help and compassion is instead arrested, locked up and, within a matter of minutes, dead?
Why has our fear of terrorism turned airports into some strange alternate universe where are willing to check our dignity at the door? How is it that we tolerate being herded through security gates like cattle in stocking feet, and are more interested in making sure our hair gel and hand lotion are in a zip-lock bag than showing patience and empathy for our fellow passengers?
If experiences are a reflection of what we value, what does Carol Gotbaum’s story have to teach us about ourselves and the people we become inside airports?
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on Friday, October 12th, 2007 at 12:52 pm and is filed under Experience Design, Idealism (Uncensored), Uncategorized.
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October 12th, 2007 at 6:17 pm
Yes! Some of the airport experiences in the US are a real shock to the system (especially coming from an airport experience like Hong Kong where it is not only efficient but delightful)
On a positive note I remember lining up for security JFK a few years back and there was a security card greeting people, reminding/preparing people on what they needed to do and smiling with great enthusiasm.
It was a little thing, but it made the whole experience more acceptable.
November 1st, 2007 at 7:10 pm
Having just experienced immigration at Chicago airport — two words — “frustration” & “anger”.
There was no line for people who were transferring to flights with little time to spare. Upon asking immigration officers if there was a way to speed up the process for those with connecting flights — the answer was an unhelpful “no” - terrible customer experience!