Kindness - A Travel Story About Grace, Gratitude, and Life Lessons
During a recent journey from Lisbon, Portugal to Chicago, IL, I witnessed a series of moments that reminded me how grace under pressure and human kindness can define an entire experience.
It began at the Air France check-in counter. A woman was checking her small bag, and the agent advised her that it was 2kg overweight and would cost €70 to check the bag. Clearly confused, she asked, “How much is 2kg?” It struck me, not just the question, but the potential miscommunication between the agent and passenger. Rather than asking a question to understand the checked bag requirements (as her bag was half the size of my checked bag), she asked a specific question about the 2kg. She was navigating not just travel logistics, but language, systems, and stress. She ultimately paid the €70 and kindly thanked the agent for his help.
It made me think:
What if someone asked us, “How much is a pound?” Would we be gracious, or would we dismiss it as common knowledge?
Would we take a step back and think about the problem the other person is trying to resolve?
How often do we forget that what’s obvious to us may be foreign to someone else?
Fast forward to the Paris Charles de Gaulle Airport.
We had a 2-hour layover—plenty of time to relax before our long flight home. Or so we thought.
Instead, we encountered:
🚐 A shuttle ride across terminals
🎫 Re-checking boarding passes
🛃 Clearing customs again
🎮 Security - where my son’s Nintendo Switch sparked a deeper inspection (what has this kid been up to?)
👨👩👦❌ A seat assignment mishap placing our underage son away from both parents on an 8-hour flight
⏳✈️ And finally… a delayed flight that felt more like a marathon than a connection
As we made our way to the gate, legs tired, stress building, I felt the pressure mounting. I was trying to stay calm, but I was ready to say something I shouldn’t, when my husband asked if we should stop and pick up some water at a shop near the gate. Of course, he would think of this when all I could think about was making it onto the plane. And, of course, I said, “Do you mind going to the shop to purchase water while I go to the gate?” Dividing and conquering has become our way of navigating all of the things that need to be completed in an extremely short time. I also knew that remaining calm would result in the best possible outcome for our family.
And then, I heard it! A man was loudly confronting a gate agent. His rant was continuous, and he yelled.
“What are you going to do to get us home today? I’m 1K!”
He was furious. His wife and two young kids stood beside him, visibly uncomfortable. The United Airlines representative (clearly an escalation point for the situation), seemingly dressed immaculately in her navy uniform, remained composed. She listened. She didn’t react emotionally. She remained professional and made sure the passenger felt heard.
Meanwhile, we approached a different agent to resolve our seating issue. She smiled, welcomed us, and after confirming our reservation details, gently said, “Your son has already been reassigned to sit with you. We have your new ticket right here.” No drama. No battle. Just calm, efficient service. It was a genuine surprise and delight moment. I thanked her appreciatively, knowing the stress she likely absorbs daily.
As we waited for the next shuttle to board the Dreamliner—delayed but finally within reach—I looked out the window, seeing the family still interacting with the representative, and reflected.
That whole journey…
✅ Baggage weight limits
✅ Seat mix-ups
✅ Tech holdups at security
✅ Delays and rebookings
They weren’t the “worst thing.” But they could have been, if we had chosen frustration over understanding, or anger over gratitude.
💬 I shared this with my son as a life lesson as we waited for our shuttle to leave.
“There are different ways to handle hard moments. We can choose grace and problem-solving, or we can choose yelling and entitlement. Either way, we teach people who we are.”
My husband turned to me and said, “One could write a book on what airline employees go through every day.”
Maybe I’ll start with this post. “To all the professionals who stay composed under pressure, solve problems behind the scenes or in front of everyone, and still manage to smile, thank you. You are seen. You are appreciated. And your kindness does not go unnoticed.”
Kindness and composure are underrated skills. Let’s elevate them more often and also remember that communicating with others requires a level of patience and willingness to understand what the other party is trying to convey. Treating others with respect is the most important rule to follow.
#TravelReflection #Kindness #EmotionalIntelligence #ParentingPerspective #Activate10 #CustomerExperience #GraceUnderPressure #ThankYou #Respect #UnitedAirlines