While accepting a regretable four hour flight delay at Frankfurt this morning, it occured to me how powerful a smile is, or how very damaging the lack thereof can be.

American Airlines did an absolutely frightful job of just that as they described a "technical" problem which created delays of up to an entire day for most of us. My particular agent didn't crack even the slightest hint of a msile during the entire check-in process...she didn't even suggest any alternatives....later I found another agent who was more accommodating in redirecting us...but, still no smile.

I can put up with a lot...when people treat me nicely.

I don't need to wonder why American and a host of others flirt daily with financial ruin.