Things do indeed happen for a reason and it made me realize how just one single, insignificant employee can have such a serious impact on the impression left on a customer or passenger (in this case).... in contrast to my JFK nightmare Delta experience, the Delta curb side check in gentleman at Sky Harbor in Phoenix was genuine, upbeat, polite and when he said "Mam, I have to charge you for the golf bag set as a second piece of luggage" I was not only happy to pay the extra, but I tipped him generously. Why? his attitude was infectious and it set the mood for the long trek home.
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