I'd Like to Say, No One's Doing That

"We stood at that counter, when we finally got to the front, for upwards of 20 minutes," he says. "And not at any single point in that conversation did somebody look me in the eye." The next day was a similarly frustrating experience with delays and time sitting in a runway waiting for flight,. Michael: 'The pilot was frustrated, and he was not taking any ownership of it'