CUSTOMER CONTACT: Smiles Without Service

The setting was the Tower Air terminal in New York’s JFK Airport at 6:30 in the morning. The players were Tower airline staffers, the recently betrothed Joy Romanski and David Michaelson, and Romanski’s 5-year-old daughter Sarah.

The style was farce.

On April 25, the aforementioned three were on their way to Los Angeles to plan the adults’ pending nuptials. Or so they thought: Upon check-in, they were informed that their flight had been canceled.

They were initially offered another flight on April 28 – a date that was unacceptable to the couple. The desk clerk punched a few keys on her terminal, paused, and then announced “There was a flight that left yesterday.”

The hour being what it was, and the emotions being what they were, neither Romanski nor Michaelson had the presence of mind to ask the obvious question: “Can you get us on it?”

Romanski and Michaelson, who made it to Los Angeles on another airline, have yet to hear back from Tower regarding a refund. The subsequent closing of the airline has not raised their hopes that they will receive one.