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  Samantha continued her plea, “I’m looking for someone to cover the last part of my shift so keep me in mind if someone asks you about picking up hours.”

  Jahnni answered, as she signed into the computer to check the company bulletins, “Sure kiddo. I’ll keep that in mind. How much of your shift did you need covered, in case someone mentions they need hours? I haven’t looked at the schedule yet.”

  But she was half listening as she started reading the latest company news and security directives.

  Uniforms are ready.

  Hearing tests due.

  Reminder, NO escorting people around the security checkpoint or through bi-pass doors.

  Challenge anyone not wearing their PDX badge in complete view when in a secure area.

  This one is interesting, she frowned. Police are looking for two people who broke into the office of the City of Portland Development Services offices and are now in possession of a large collection of archived historical blueprints from Resources/Records. Under the assumption that they may be trying to travel, because of the odd nature of the break-in, this information has been released to all the airlines, train stations and bus depots.

  Jahnni noted their pictures were captured by the security cameras. Even though their faces were covered by stocking caps with just their eyes showing, they looked surly. What would anyone want those things for? Still, she printed out the pictures for her agents, and planned to post them at the ticket counter at each computer station, below the public view.

  “What a waste of manpower,” Jahnni whispered, with an air of incredulity. Then she became aware Samantha was still chattering at her.

  Samantha squealed with glee at whatever she was saying to Jahnni, threw her head back as if she was going to faint, and began to back out through the door to head to the boarding gates.

  “By the way, what position are you working today?” Jahnni called out as she jogged to the door to catch Samantha before she was out of range.

  “UML,” Samantha said, as she glanced back over her shoulder, trying to sound like it was no big deal. “It will be easy!”

  Easy means either boring or frantic in airport language, Jahnni thought.

  Jahnni used to like to work pretty much every position but being the Unaccompanied Minor Liaison and taking care of the unaccompanied minors. It was either crazy busy or slow and boring, but it was an important position so she always tackled it with her usual due diligence.

  After she signed out of the computer, she walked over to Maggie, one of the ‘new hires’ and reached out her hand, introducing herself. “Hi Maggie, I will be the mid-day Supervisor on Duty. How are you?”

  “Great! Oh, ya, I remember you. You were in the interview meeting,” Maggie said with the sweetest southern drawl Jahnni had ever heard. It matched her delicate features that had soft wisps of hair framing her face while the rest of her hair was pulled back in a simple barrette. She reached out to shake Jahnni’s extended hand.

  “First day jitters? Look, I’m heading down to the gates,” Jahnni informed her. She looked at the daily schedule on her clipboard and added, “I’ll take you down with me so you can meet up with Tina since you’re doing the airport tour today. By the way, did you understand the UML position when you were in Seattle for training?”

  Maggie’s eyes darted back and forth between Jahnni and the girl she was talking to before Jahnni walked up. “Uh, yes? As much as possible until I’m done with OJT. Theory, I guess, but I am nervous about it. Why?” she warily responded.

  “I just wanted to mention a few important details for you to understand when Tina gets to that portion of your training. It’s a critical position and you don’t want to be lax with it.”

  Jahnni noticed the deer in the headlights look and explained, laughing a little, “I am not sending you to the UML position if that is what you are worried about. I just want to prepare you for a couple of things. You see, one of our agents was let go because she was in such a hurry to get off work, she told the agent boarding the flight she was taking her UM out to the plane. Then she put the wrong UM on the wrong flight. Theodore Gomeau was supposed to be going home to Burbank. His father is the famous movie director, Thierry Gomeau. Theodore ended up in Billings Montana, and Teddy Gomez ended up in Burbank. It was in all the papers around the nation. Possibly even the world. The Weekly Inquisitor had it headlined as ‘Baffled Babysitter Bungles Billings and Burbank Boarding.’ It was so embarrassing for the airline, and the thought that someone could have somehow showed up and said they were sent by the parents in the other city, well, you can imagine the horrible fears it can cause. It worked out in the long run for the boys, but there is still an ongoing court matter because of it.”

  “Man, I hope I can master this. There is so much to learn,” Maggie said.

  “Trust me. Your mama bear senses come alive. You will be awesome,” Jahnni promised. “The main thing is that you don’t leave them alone or let them out of your sight. Follow the paperwork. Here, you see this form? It has a section for everything. Even their assigned seat numbers, gates, special notes, parents and pick up adult... everything. It’s your map to the child’s safety.”

  They walked out the office door, passing their ticket counter and then picked up their pace on the carpeted mezzanine. Maggie was looking over the form as they walked. In the short, wide corridor that led to the food court, outdoor patio, and waterfall, Maggie stopped for a few seconds to look at all the flights displayed on the FIDS. “Wow, I never really knew before that so many flights came and went every day.”

  “Yep, after a while, you will have the major flights of the other airlines memorized as well as our own,” Jahnni said, matter-of-factly. “You get to know what goes on at the airport and what airlines you can reroute your passengers on, if needed.” Jahnni let out a hum then walked on, assuming Maggie would follow. She did.

  After passing the long lines for the security checkpoint, they turned down a hallway leading to a security door. Jahnni showed her the process to swipe her badge, key in her secret numbered code and place her finger on the print pad. She added, “I’ll go first. If you don’t come through behind me in about thirty seconds, I’ll key back through to see what the problem is. Oh, you can just tap your badge on the pad or swipe it like a credit card. Both ways work, but you still need to add your personal code and print.” They were through the first door in fifteen seconds.

  “Okay, these stairs lead up and down behind the scenes,” Jahnni began to explain, “but you don’t need to worry about that right now. This next door here will take us out into the concourse. Key yourself through before me, and be sure that the door closes securely behind you after you pass through.”

  Maggie was waiting for Jahnni when she came through the door. They walked across the concourse to the other side, weaving between passengers coming and going along the walkway. They entered a wide gated area consisting of two boarding podiums for two different flights.

  “We have lots of gates!” Jahnni said as she pointed down the concourse. “You’ll work many of them during training. Each gate area has a permanent numbered gate sign by the entrance, and above each boarding podium inside the gate will be the flight numbers and city destination that directs passengers to their correct waiting area with their correlating cities. The scrolling bright red neon words should minimize confusion, but even with that, some passengers will walk up to a podium with a big C-3 above it, stare at it and ask the busy agent, ‘Where is C-3?’” They smiled at each other with Jahnni shaking her head in exaggeration, then she waved Tina over when she saw that she was finished speaking with a passenger.

  “Now, here you are. I am turning you over to your trainer.” Jahnni motioned as Tina approached the gate podium. “Tina, this is Maggie, the new-hire assigned to you for the next two weeks. She already has the security doors mastered. I was explaining some of the details about the UML position. Sam is the UML today if you want to point her out later.” After Tina and Maggie walked on, she smil
ed at the other nearby agents, and turned to leave.

  Jahnni walked down the concourse to check on the agents at each gate. She dropped off the updated gate sheets, and headed back up the concourse to go back to her office.

  Chapter 3

  It’s All About Customer Service, Right?

  After she went over the day’s schedule and made notes to herself, Jahnni noticed that the line at the ticket counter was long, so she decided to step in and get people checked in to prevent them from missing their flights. She clocked into an empty computer and changed the overhead sign to show she was open for check-in. Then she motioned to the first person in line. “I can help you over here, sir. Welcome to First Class Air. Where’s your destination today?”

  “I am going to San Francisco and I already check in, but I have lost my bag I was to carry on plane. It have my medicine.”

  And there stood Brown Plaid Man, the man who ran into Jahnni when she arrived to work. As he rattled off his story, she wondered if her shirt was becoming a familiar sight to him because his words were starting to slow down at the end of his story. His face seemed to redden as he stared, his eyes lingering on her badge. One hand rested on the counter and the other was shaking as he took his handkerchief out of his pocket and dabbed his forehead.

  “I am so sorry to hear that Mr...?” Jahnni inquired.

  “Tropopoulis. Mr. Arnad Tropopoulis.” Although he spoke excellent English, she could not help but pick up that Mediterranean accent. Possibly Greek? she asked herself. His accent reminds me of the father in the movie, My Big Fat Greek Wedding.

  “No, I am sorry Janie. I did not mean to crinkle your shirt earlier,” he answered back, slight embarrassment on his face. He took his hat off and bowed slightly before returning it to his head. He thought her name tag said Janie, instead of Jahnni, but she was not willing to take the time to correct him.

  “Again, Mr. Tropopoulis, I am sorry about your bag,” Jahnni offered as she reached for the phone. “Let’s call the Port Police and start a report for your lost or stolen bag.”

  “No need!” he quickly said, almost cutting her off. “I mean no thank you, Janie. I would like to just look further for it myself. I come up here again to see if possible, someone turn in a suitcase to your counter-place here. I did have my old information on it from when I last fly, many years ago. I thought, maybe it was here,” he explained. Jahnni heard a little strain in his voice.

  “Well, no Mr. Tropopoulis. If someone found your bag, provided it was lost and not stolen, it would have been picked up by the Port Police and searched. Is the medication in your bag something you can readily get from home? Should I call someone for you?”

  “I have much time until my flight with your airline is to depart, so I will look more and let you know if I need further assistance. I carry full week of medicine in this little pill holder. Very tight lid. Has rubber seal.” He partially pulled it out of his inside jacket pocket so she could see it in full view, before adding, “I have enough, but I do not want to lose expensive medicine. It help me with, shaky nerves.”

  Feeling a bit sorry for Brown Plaid Man, Jahnni watched him walk away. He seemed to walk with such bravado for a man of smaller stature. Even his nervous tic had a slight elegance to it. After searching it out, she added some comments to his reservation for the next agent who may end up helping him, then looked up to see how long the line was.

  She needed to tend to other matters as the Supervisor on Duty. But the lines were so crowded and long. Four people were out sick and there weren’t any more ‘on-call’ agents to fill the empty slots. She decided to stay at the ticket counter for a while longer to help get the lines down, then she would head back to the office before going to the gates.

  Jahnni looked up at the line of passengers waiting to check in. Why don’t they just do the self-check-in? It’s not difficult. Maybe I should mention to the head office that we need another marketing gig on all the newer tech options.

  “I can help you over here ma’am. Here, let me help you with that bag,” Jahnni offered as she climbed over the scales to help the elderly lady pull forward her tangled bags. “Are you traveling alone today, or is there someone to help you?”

  The little lady seemed a little flustered as she tried to straighten up her little case that fell sideways off the handles of her big suitcase. She brushed the wisps of hair from her face and walked the rest of the way to the counter with Jahnni. “Oh, yes,” she answered Jahnni. “I mean, I am traveling with my friends but I’m early. I’ll be fine once I check in big Bertha here. This suitcase is too big, but it’s all I have.”

  Jahnni asked for her name and ID, finished checking her in, tagging her bag after noticing that it was not overweight, and sent her on her way. She watched her walk away but as she looked past her, she could see several Port Police fanning out and walking through the lobby. They seemed to be scanning the passengers and their bags, but a little too casually, she thought, for it to be urgent. They split off and some went through the revolving door to continue what she assumed was a visual scan of the curbside area. I wonder what they are looking for? Must not be too important if they aren’t contacting us, or making announcements. Uh, oh, the dogs are here now. What the heck? she wondered as she watched the dogs walking and sniffing bags, garbage cans, and people.

  She watched them walk past the First Class ticket counter and down to the end of the lobby, accessing the last bypass door. She looked back down the lobby for any activity, but everything appeared calm, or rather as calm as a busy airport can be. Jahnni called the next person up and began checking him in. Every ten to fifteen seconds she glanced up at the area and did a quick scan for anything that might catch her eye. Still, she saw nothing but the bustle of people and business travelers. It was probably just a drill, she told herself.

  “I can help the next person over here,” she called out. “Welcome to First Class Air. Where is your destination today?”

  “Oh, hello Jahnni!” one of the airline’s regular travelers said as she approached the ticket counter. Her colorful bohemian skirt and long flowing scarf swirled around her as she hurried towards Jahnni. “You are just the person I was hoping to see today!”

  “How are you Annabelle? How was your trip to Mexico? Did you find more information about your genealogy?” Jahnni inquired.

  “Oh, it was fabulous. And yes! I met some delightful distant relatives who, believe it or not, remember my great-grandmother. They were elders in the tribe. Beautiful souls. Anyway... I brought you back this handwoven basket that was crafted specially for you. I just told her the size, and colors I wanted and when I came back the next day, I was stunned with the intricate weave patterns and hand stained grasses she used. I have never seen these weave patterns before.”

  “This is for me? It’s so beautiful! Thank you so much! What did I do to deserve this?” Jahnni said breathlessly. She turned the basket around and around to look at the detailed design, stopping only to wipe the tear from her cheek that breached the rim of her watery eyes.

  “Your airline always goes above and beyond. You especially, have helped me so many times when things go upside down with my reservation. I just thought of you when I was going through their market. Thank you for all that you do,” Annabelle said as she placed her hand over her heart. With that, Jahnni climbed over the bag scale to the other side of the counter to draw Annabelle to her in a big hug. Annabelle released Jahnni and smiled. She waved goodbye as she walked towards the escalators to the baggage claim. Jahnni stood watching her go, waiting for the chance to wave one last time before she watched her disappear in the crowd.

  Time was flying by. They were very busy at the counter today. Some passengers would make demands of the agents, and not accepting no for an answer, Jahnni had to go over and ‘back up’ the agents and explain why rules had been implemented concerning whatever situation was at hand. She was just getting ready to take a ten-minute break when she decided to waive one more person up to the ticket counter. />
  She waved over the next person in the Special Services line. “Welcome to First Class Air, I can help you over here.”

  Like a slow-motion entrance from a soap opera, he walked the few steps to the counter, and now stood before her. His dark jeans and form-fitted Henley hugged his muscular body yet hung looser on his waist like a model in a GQ ad. She waited impatiently for his answer, ready to pin to memory, every syllable that breached his lips.

  “I am on the San Francisco flight and I am traveling armed... oh, and I would like to check a bag also,” said the tall, dark haired, handsome, green eyed Adonis standing before her. His face appeared chiseled; his eyes freezing the part of Jahnni’s brain responsible for forming complete sentences. All sorts of electrical short circuits were going off in her head... and elsewhere. He was sublime; a beauteous specimen of maleness. Absolutely worth the embarrassing open mouthed drool that was beginning to form on her lips. His dark hair glimmered with a few patches of sun kissed caramel, the sign of an outdoors adventurer. Her imagination detoured to a sunset beach as they walked hand in hand along the edge of the water, the soft waves lapping at their bare feet. He stopped and pulled her close to him as the glow of the setting sun warmed their embrace. He leaned forward to whisper a vow of eternal love as he gazed into her wanton, longing eyes. Slowly, with a tempo of measured pause, he tilted his head to offer her a supple kiss that would pledge his love forever... when suddenly she heard him say, “Excuse me? Can... I check this bag?”

  “Oh yes. Whew. It must be hot in here. I feel a little warm suddenly. I think the air conditioner is pfftt,” she said as she waved her hand in an arching, sliding motion up to the ceiling. A nervous giggle flew out her mouth like a sly burp. I cannot believe... I just spaced out like that, she moaned queasily in her head before recovering enough to continue.

  “Let’s see your I.D. and credentials. Okay. Well, your flight doesn’t leave for a little while,” she offered. “There is still plenty of time.” Little trickles of sweat were forming on her forehead as she tried to cram several pieces of extremely important information into her brain at the same time. His flight number, the time it left, his name, was he wearing a wedding ring... check, check, check, and no. It’s all about customer service, she noted to herself.