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3 a.m. home invasion? No, it’s American Airlines

Posted: Friday, December 07, 2007 8:08 AM

DALLAS – I sat straight up in bed, unsure why, but knowing deep down something was terribly wrong. 

"Why am I awake?" I thought to myself. I looked at the clock: 3:10 a.m.

The sudden movement woke my wife. "What are you doing?" she asked.

"I heard something," I said. 

Before she could ask what, we both heard it again.

DING-DONG.

It was the doorbell, and this time the dogs heard it too. The house erupted into chaos.

"It’s three o’clock in the morning," my wife said. She has a flair for the obvious.

"I know," I almost shouted, while scrambling out of bed. "This can’t be good."

‘Are you Don Teague?’
I headed for the bedroom door as thoughts collided in my head: Where are the kids? Did my dad have another heart attack? Is the house on fire?

I could think of no good reason for my doorbell to ring at 3:10 in the morning. My daughters, thankfully, were asleep upstairs. 

A friend of mine was once the victim of a home invasion robbery. Two armed gunmen kicked his door down in the middle of the night … after first ringing the doorbell. He grabbed his own gun and scared the intruders away.

I, on the other hand, grabbed my pants, and struggled to put them on while stepping over the dogs that were also converging on the front door.

In retrospect, I should have at least asked, "Who is it?" But in my rising worry and panic, I simply flung the door open.

There was a woman standing there. I was glad I had pants on.

"Are you Don Teague?" she asked. She was holding a clipboard, and sitting next to her on the porch was a suitcase…MY SUITCASE. Through the fog of sleep, my mind made the connection.

"Are you kidding?"  I replied. "It’s three o’clock in the freakin’ morning."

"American Airlines," she said. "We found your bag."

This, by the way, was something I already knew. 

The airline had called me earlier in the week to inform me that my suitcase was discovered spinning wearily on a baggage carousel in Atlanta. They had somehow managed to lose it on a non-stop flight from Dallas to Colorado Springs several weeks before.

I had been forced to wear the same pair of pants for three straight days in the mountains. Coincidentally, I was wearing those same pants while staring in dumbfounded disbelief at the woman now standing at my door.

"It’s been a month," I said. "I could have waited another six hours."

"It’s been a long day," she said. "Do you want your bag?"

I signed the clipboard and took the bag.

"Thanks," I said. "You people are really into returning luggage."

She offered a tired smile, then headed to her delivery van, no doubt to scare the be-jeepers out of some other unlucky traveler. 

There are plenty of them out there. In November, The New York Times reported that U.S. airlines lost one in every 138 bags checked in the first nine months of 2007. That’s 3.4 million bags, a 17 percent increase over the same period in 2006. 

And during the holiday travel season the situation is usually even worse.  The overwhelming majority of those lost bags are eventually found and returned to their rightful owners – but still.

As I dragged my wayward suitcase toward the bedroom, I remembered reading somewhere that you’re supposed to tip the people who deliver lost luggage. 

"Too late for that," I thought. 

Instead, I stopped in the kitchen, and grabbed the box of dog treats.

"Next time," I said earnestly to the assembled canines, "wake me up before the doorbell rings."  I’m pretty sure they understood.  Either way, they got their treats.

And I got my suitcase. Better late than never.

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Returning luggage at any hour is perfecty reasonable, and in my mind expected, on the leg of the trip away from home. You may NEED something in that bag. But one the leg back home, chances are you have spares or can come up with spares easily enough. The airline baggage check tag should have two boxes to check: Return at any hour, or Return during business hours.
Lost luggage, Delta lost my elderly mom by taking her to the wrong gate on a connecting flight in 1991, it was not realized until her flight had departed.  I had filled out all the information as requested and she was then placed in the care of the airlines.  When she was told what had happened she ask to call me, but the girl at the desk stated she would notify me, she did not, so when her friend tried to meet her at her destination, no mom.  Mom found her way to a hotel for the night and bought another airline ticket the next day, (hers was no longer good, because she only had her copy of a boarding pass and not the original ticket).  We did not get reimbursed for the ticket she had to purchase or even we are sorry.  NOTHING...   Sad to say mom died 6 weeks later at home, at least it was not while she was in the care of DELTA, we may have never gotten her back.  
My husband and I went to Alaska on vacation and our bags got lost between L.A. and Fairbanks, Alaska.  We had packed some clothes in a carryon so we weren't totally without clothes, but we had no toiletries and had to buy them.  4am, BANG BANG BANG on the hotel room door...there were two of our three bags.  Third bag showed up at 11am as we were loading everything to head to our next tour stop. We never did get any reimbursement for the stuff we had to buy because they couldn't tell us when we might get our bags.
My luggage was lost on a trip over to Germany. Not only did they find the bag and deliver it to my hotel before I actually arrived there, but they paid me around $80 for the inconvenience, The US should take notes.
Same thing happened to me - lost luggage was returned at 2 in the morning.
Well, I must be in the minority here. In the past 3 years, We've flown AA back and forth from Boston to Manchester, UK. twice, Boston to Dallas, twice, Boston to Aruba (connection in Miami going out and Puerto Rico coming back), once back in Jan. 07 and most recently over the Thanksgiving Holiday, we flew Boston to Las Vegas (with a connection in Dallas),  Vegas back to Dallas for 3 days and then back to Boston. All of these flights were without any major incidents other than the usual 1/2 to 3/4 hour delays on departure on 2 of the flights. And in both cases, the pilots made up the time in the air. I've actually been trying to use AA exclusively whenever I fly now. I've actually been more aggravated with US Airways and have been avoiding them recently. But "Knock on Wood", over the many years I've been flying within the US (including Hawaii) and Europe (both business and pleasure trips), I've yet to lose any luggage. And I usually check 2 bags. Of course, now that I've publically announce my good luck, it will no doubt go the other way. By the way, I do not work for AA or any other airline or the travel industry.
Just a guess, but I'll bet they do their delivery rounds at all hours because if you're travelling and lost your luggage, you'd probably want it before you have to wake up get ready for whatever the next day.  Guess they just deliver stuff as they find them and don't sort out who they think would want it now or later.
Actually I do have a Lufthansa story. They lost my husband's bag on an oversees trip. They called me a couple of days later (from the info that was in and on the bag) but proceeded to interrogate me by making me identify, piece by piece, what was in the bag before they would release it! It contained many gifts packed over the course of a year, many of which bought by my husband with hardly a glance from me. I was faced with questions like, "Yes, there's a silver tray there but what kind of design is on it, huh?" or "Yes, there's a white lab coat there, but what color is the ink stain." It was surreal. I eventually got it back but not without several phone calls to Germany.
We live in the BOONIES. we have an "international airport" here(it flies to Mexico)but I would hesitate to say it is big. we have very little choice of airlines to choose from. Usually there are a lot of stops and changing planes and running through airports to make connecting flights. I am truely amazed that the number of lost bags isn't higher.
Southwest has been great with handling our luggage. The one time it was lost about 8 years ago, they brought it to us about midnight and apologized for the late hour. I don't always like the constant stops but hey they service an area like us AND keep up with our bags...
OKAY, it's been 21 years, but I STILL have a grudge against Hawaiian Airlines and haven't flown with them since they lost my suitcase on a non-stop flight from Seattle to Honolulu.  They didn't apologize and they didn't offer any compensation, not so much as a toothbrush.  It was returned four months later. My one consolation is that we had nothing of particular value in it.  Nevertheless, some items had been taken. Hawaiian's attitude? "If you want to sue, you'll have to file in Hawaii or California; we don't have an office in Washington."
I don't check bags any more.
On an AA flight to Buenos Aries we had a mechanical problem diversion to Santa Cruz, Bolivia. AA got us on other airline flights to Buenos Aries, but were unable to unload baggage due to uncompatiable equipment. We missed our connection to Corrientes, Argentina and AA paid for our hotel stay. the baggage arrived after our next day departure and then sent the baggage by deliver driver (18 hours on bad roads)to a lodge in the Chaco provience of northern Argentina. We arrive one day late and the baggage arrived a day and a half after that. Not good, but considering the situation they did as much as possible. Additionally, we extended our stay one day to make up the missed first day and AA changed our return tickets for no charge and gave us double frequent flyer miles credit on the frist leg. If you travel frequently you learn to have a carry on with at least one change of clothes and all essentials for several days no matter the trip if you check baggage.
I work for a major airline. We do hire courier services for found luggage.

Lost luggage (and how to fix the problem)is a daily/weekly topic! We honestly do want the problem fixed! Technology is going to help but the costs are major. But the money is being soent!!
3 bad experiences, 2 with 'aa' 1 with nw-airlines (the gray-hound bus of the sky).. aa called me at my
brothers house in homestead fla and "asked" me at 700p to drive up to miami intl airport in a driving
rainstorm to get my bag that they lost.... that didn't happen.. since i don't fly aa.  nwa twice lost
my bag.. the last time, they not only lost mine but my brother's and his daughter's at the same time same
arrival air-port.. since those experiences, i have left need items at both relatives homes and i fly as little as possible and never on aa...
Years back, I spent some time working as a bonded
courier for a courier company(not an airline)that had the contract for delivering recovered luggage at the San Francisco airport(SFO).
I delivered mostly at night-had a cell to warn folks I was on the way-and treated the items as I would have wanted my lost property handled. I delivered from Santa Rosa(N), Modesto(E) & Carmel(S). Sometimes,
owners did ask that I 'drop ship' the luggage. Of the
99+ of those signing for the bags,etc. were gracious.
Many were surprised, of our efforts late night and/or  in miserable weather to return their property.
At 3 AM,? Why didn't you just reach down, grab your bag, and close the door in her face, without signing?
Ha!  They did the same thing to us almost 12 years ago - cancelled our direct flight from Alberta Canada to Dallas, took us through Chicago and lost our luggage in the process.  We got a 3 a.m. delivery also with no warning - scared the bejeevers out of us!  We were happy to see our luggage, though! Doesn't appear they've made any improvements in their service over the last decade :-)
Wow, if baggage was my only problem.  Delta lost my kid, 12 years old and lost.  They went 4 hours with no way to tell me where she was.  I called corporate in Atlanta, was told due to privacy regs they couldn't tell me where the passenger was.  I asked them to hold and got my lawyer on a 3 way call with them.  Needless to say, I am not one of their favorite people.
When they finally found her they told us to pick her up in Cincinatti, I am in MO and rest of family in MI. Oh yeah, they called about 10 min before the filght was supposed to land, real nice.
Will some one please invent the transporters like Star Treke!! Then we can forget the airlines
We used a baggage service to send our luggage ahead after a cruise to avoid schleppig all our stuff over NYC.  Not cheap, either.  DHL was the shipper and our luggage arrive looking like it was dropped from a plane as it flew overhead?  No one cares anymore.  Consumers have no rights, and if you try to exercise any rights you get thrown off a plane, out of a terminal, or maybe into jail.  It is not just AA.  It is everywhere.  Our freedom is gone, our rights are gone and we have no one to blame but ourselves.
Luckily I have not lost luggage. Most of my travels are short trips, no change of planes. My only comment is to Mr. Schechter, have the Republicans done any better? Thank You Mr Teague, you really can tell a story no matter the subject.
I was flying back to Dulles from Oslo for business with United when somehow my bags and those of my coworker were both lost. We filled out forms for them to deliver the luggage and parted ways to get to our homes. The next day, I received a call around 3pm saying they had my bags and would deliver them soon. I waited around the house and received a couple more calls at about 6 and 9pm saying the same thing. When asked, I was assured by them that they were just getting into my area. I tried calling back at about midnight to ask when they would actually be there since they hadn't arrived yet and noone answered. I went to bed at about 1am and just as I was about to nod off, my cell phone rang. In climbing out of bed and making it over to my bureau, I missed the call but listened to the message which was something like: "We left your luggage on your doorstep since noone answered. We aren't supposed to do that, but we figured it would be ok." Knowing my neighborhood, I knew it wouldn't be alright so I rushed downstairs. Sitting on my doorstep was not only my luggage but my coworkers which had been lumped into my pile somehow. I called her the next day and she was so relieved because she never heard one word from the airlines. When I called and complained, they laid the blame on the contractor but wouldn't give me contact info to call them.
My wife and I flew to my brother's house in Florida prior to boarding a cruise ship, and our luggage (and about twenty others') were accidently sent elsewhere.  We really needed our luggage, and were quite glad that they delivered it in the middle of the night, since we had to leave for the ship by 6am. They rang the doorbell, too, but immediately drove off. I suspect they don't want to just leave the luggage on the porch, due to the possibility of theft. So, personally, I'm glad they came at 2am and rang the bell. You might want to cut them a *little* slack. Oh, and try not to shoot someone who rings the bell at night. It could be your teenage daughter who was planning on sneaking back in late, but forgot her keys. :-)
Ah... American Airlines... What fun...
The best recourse is to indicate that the componens lost were crucial to the success of the trip, for which you contracted with the airline to support.

I Lost my golf bag enroute to Hawaii in 2001.  The bag held my shoes, golf clothings, and of course, my clubs.  As it was a golf trip that brought my business to American, without my clubs, I didn't need to incur the cost of the tickets.  Ergo - loss of clubs deemed the ticket irrelevent.  Spent two hours looking for my bag at the arrival / departure airport, as well as within their system.  To no avail.  Upon failing to find my clubs, the representative told me to buy new clubs, and submit the receipt for payment.  Of course, I asked for a signed Letter of Authorization prior to leaving the airport and purchasing the clubs.  

I don't know if this is standandard procedure of the act of a committed customer service rep, but customer satisfaction was achieved that day.  American paid Hawaii resort prices for a new bag, Calloway Clubs, rain gear and shoes.... and I recall the origin of my new clubs every time I play.  Still haven't hit the hole in one, and I'm not sure if I'm happy or angry with American Airlines, but hey, that representative went above and beyond, without hesitation, to ensure my satisfaction
Not exactly front page story, but it was written well enough to be entertaining. How can I find more work from this writer?
I've had my luggage lost on two separate occasions on two of the big airlines...American and US Air.  The american air bags took 3 and half weeks to get back to me, which was a terrible thing to happen because it was a big bag that had all of my nice clothes in it from a business trip.  It was a lot of 'fun' trying to explain to my boss why I was wearing a pear of jeans with my dress tops, that's for sure.  

The second time with US AIR (on a non-stop flight no less, actually was able to tell me where the bag was.  And every day that location changed.  This bag went from California to Chicago, Bangor Maine, Charlotte, and finally ended up on my porch one morning as a surprise to me as I was leaving for work.  

I fly a lot, and I know unforseen circumstances happen...but I never quite got how they LOSE the luggage completely.  They put barcodes on it and scan it right?  At least that's what I've seen the handlers doing with it...it has to be somewhere, right?  Right?
You ain't heard nothing yet!!! On a return flight from alaska we changed planes in atlanta(delta). three times they changed our departure gate while we waited.finally we arrive in melbourne fl. only to learn our bags couldn't change gates as fast as we did, no baggage on the merry-go-round. Three days later bags delivered to our home in Vero, I guess they went sightseeing without me.
Just 2 more reasons why I do not fly American Airlines.  At least the loss of luggage is not life threatning and the passenger was not abandoned.
I am complementing the 2nd paragraph of the message by Brett Schechter, Houston.  It is "right on".  I have written this in a notebook I keep of "intellectual messages" and famous quotes.
We should show more support for the airlines. Be grateful you can fly from Orlando, FL. to Boston, MA. in just over 2 hours. Beats driving anyday. 2AM is silly for baggage delivery but for the most part, the airlines and their employees do a great job. Delay my flight anytime. Thank you for at least trying to make everyone happy.
Hey Klaus - KLM is not so much better.  They lost my bags on my way to Africa - didn't get them until I had to pay my own way back to the airport to pick them up myself.  Then on the way home, they stranded me in Amsterdam and would not help me fix my subsequent connecting flights, so then I had to stay the night in Chicago once I finally did arrive back in the US.  very civilized.
I have tried the bright tags, the bold lettering, arriving early, staying at the counter until I see my bags taken to the back and STILL they lost them! So when I was travelling to Nigeria for my wedding, I fought and screamed with the attendants at the counter but my Wedding Dress was with me at ALL times. I can assure you I was quite a sight through the Italian, and Nigerian airports carrying a big weeding dress in a bag but hey, I was not going to walk down the aisle in jeans!
Back in the late 80's, American Airlines lost my luggage on four trips in a row.  It was a convenient flight for my recurring visits to a certain Midwest city.  On the fourth trip, per procedure, I had to tell them of something identifiable in the suitcase other than dirty laundry.  "My new Canon AE-1 is in there".  The luggage was delivered about midnight, and so I went back to bed.  The next morning, I noticed the zipper was partially open, and lo and behold, the camera was gone.  The best they would do is replace it with a USED AE-1.  I didn't fly AA again for 12 years after that.  
AA, they have major personnel problems and really don't care.  A large number of flight attendants really need to retire.  They HATE their jobs and take it out on the passengers.  Filing complaints is useless.  They don't care and you never hear anything back -- that's because their union protects them.  
A number of years ago, I was sitting on the isle seat in the last row of a Super 80 right in front of the smelly potties.  I was playing a video game on my computer my son-in-law had given me for Christmas. (At one time I was a 100K flier with AA) -- A flight attendant came by serving drinks, looked down at me and replied "Sir, you are obnoxious!!”  I replied back “So is your airline but unfortunately I still fly them”.  The lady in the window seat sat up looked at me and then the rude unprofessional flight attendant.  I was sitting in the seat next to a loud jet engine playing the video game minding my own business and having to be abused by a flight attendant that hates her job.  
I finally got up the courage to ask the supervisor for her name and when I did the flight attendant came stomping up to me and demanded my name because she said I was threatening her.  So I laughed at her and we exchanged names.  I sent in a number of complaints and guess what -- yep -- no response.  I would rather take Greyhound before ever stepping on an AA flight again.  I still fly over 50K miles a year and never, never, never fly on AA.
Try Southwest or United, at least they care and respect their PAYING passengers
I went out of country with AA.  I was leaving for some time, so I was carrying 26 bags in all (with my family 13 checked, 13 carry-on).  They ONLY lost one, which I would say was not that bad, concerning the amount of bags I was carrying.  But then I think, why did I get 12 and not that one they lost?  And what did MY amount of bags have to do with it anyway?  I was not TOO upset, and did get my bag in a few days, but BOY is AA shooting themselves in the foot with such poor quality control.
Whenever possible, fly Amtrak.  Multi-course meals of real food chosen from real menus served on real dishes placed on real tables with real place settings of real tableware on actual tableclothes by real waiters that are really professional -- they'll even pour the wine you choose from the wine list!  No abuse by legions of uniformed thugs at the station -- you don't even have to take your shoes off!  And ALL your luggage is carry-on, no size restriction as long as it fits through the open door!  Nothing ever gets lost, and so nothing ever gets delivered during the KGB shift.  Best of all you actually get to see the real America, not a 1/10,000 scale roadmap from 30,000 feet up -- And, no turbulence, no employee attitude, no hassles, no problems.  You folks using jet airlines are NUTS!
That is possibly the best story I've ever read.  If they hadn't committed to get it to you on a given day (why would they after a month), why on earth would they possibly think that you would want a bag at that time of day.  Unreal. And, as an aside, if you actually said its "Three freeking o'clock in the morning" you're more controlled than I would have been with that kind of wake up call.  
This has happended to me twice this year and both times it was in the wee hours of the morning with the driver calling my phone to wake me up and tell me that my bag was on the front porch.
Oh WOW.  Just what I need to read just before flying out during the holidays.  I guess I just hold my breath and hope for the best.  A positive attitude helps.
I had a flight to Las Vegas from San Diego. I had a carry-on but had to check my golf clubs. When I arrived, my clubs were nowhere to be found. I went to the lost luggage counter and attempted to speak to the young lady who looked like she was having a really bad day. I explained that my clubs were in a hard travel case. (Never send clubs in a soft case), it was gray, and they were Callaway clubs. Just then I turned to see a luggage handler dropping off a bunch of luggage that had not been claimed and I saw my clubs. The lady walked over with me, and the handle on the case was missing, obviously broken off. Unfortunately the identifying tag was attached to the now missing handle. She was unwilling to release my clubs to me because I couldn't prove they were mine even after I accurately described what they looked like before they arrived. Fortunately, I also had a personal ID tag on the bag inside. I opened the box, showed her the ID tag that matched my drivers license and she reluctantly released the clubs to me saying "I'm really not supposed to do this, but it looks okay to me." So, a word of advice, Always keep some sort of ID inside your luggage too.
A friend got a part time job delivering lost luggage. Basically they load up their vehicle with a bunch of bags scattered over a large geographical area(Luggage is not conveniently lost by zip code.) They are then expected to deliver all the bags they are given before calling it a day. Some "days" are extremely long. The driver is underpaid, overworked and the subject of the customer's ire due to the lost bags. Please don't shoot the messenger:)
American Airlines is the worst in every aspect - luggage included.  I was on an AA 777 last year and when we backed away from the gate the plane backed over an entire luggage cart, promptly collapsing the back left wheel and throwing the whole plane into chaos (took them 5 hours to jack it back upright and get us off it).  Who knows what happened to the luggage squished under a fully loaded 777!  Then that same year I flew a hop from Miami to Key West to a wedding on a little AA prop plane with just a small carry on bag with my bridesmaid dress inside.  When we walked out on the runway to get into this tiny little plane they took all of our bags away to "put safely underneath" since it was so small inside the plane.  When AA handed me back my bag on the runway in Key West, I looked down and there was this strange tuft of yellow fabric coming out the side.  Turned out they had somehow in that brief space of time managed to skewer my bag on a 1" pole like a shish kabob!  Pierced in one side and out the other - and right thru the middle of my dress.  AA refused to pay for it because they said damage to an item inside checked luggage was not their liability.  I argued that I did not check it as it was taken from me plane side, and that their shish kabobing my bag was indeed their liability.  No luck - they never paid.  American sucks.
Last Christmas I took a shuttle from Boston to NY and checked in two bags since I'd be traveling from NY after the holiday.  I still have to question how the airline "lost" one of my bags when I checked them in together and it was a 45 minute flight?  Thankfully, I got everything back the next day....about 45 minutes before I had to leave for the airport again for the next leg of my holiday journey...
The SAME thing happened to me with American Airlines- it was some crazy hour- in the middle of the night- like 2 or 3am- and it was my luggage!!  It's just not right.
I had some things stolen out of my bag either in Charlotte, Denver, or Reno. When I called to place a claim the person on the phone asked me if there was anything in the bag that did not belong to me. I thought that was an odd question but she said that it happens all the time. I guess when they are going through our stuff to see what they want to steal they don't always put the things they reject back into the right bags. This year we've vowed to stay on terra firma instead of flying somewhere for vacation.
Could be worse.

The first time I flew into Mogadishu Somalia (for work), I watched my bag being removed from the airplane cargo hold.  However, by the time I got to the baggage claim in the terminal building, it had been "lost", never to be seen again.  We later figured out that you had to pay someone to "escort" your bad into the terminal.
That is why you should NEVER EVER check your bags. Do not travel heavy no matter where you go. Then it is only your fault if you loose your luggage. The airlines just cant seem to get it right even with the people who fly the most.
I take a little harder line. When a company does something stupid, I look at their website and annual report for the name of the person at the highest level and call them directly. I recently wanted to send a note to the new CEO of Delta Airlines. With many different email naming conventions for addressing, I sent it to four different names. Three came back as undeliverable. The fourth got to the guy. A few days later I received an email from their Sr. VP of Revenue (it was a question about fares). No guts, no glory. Go for the top of the food chain and politely state your case. It will work.
As a former employee of a major airline in phoenix,  I can tell you of just one of the problems of lost or destroyed luggage. I repair cargo pit walls as part of my job.I have seen the damage done by these ramper morons who seem to get great joy by smashing your luggage as tightly(crushed) as possible against the walls. I have picked up hundreds of wheels, tags, personal dayplanners, broken luggage sides, glass. etc. My advice to you is send your luggage ahead of time with Fed Ex or UPS.  
Last month I flew from Guadalajara,Mexico to Atlanta, to Paris to Rome on Delta. I didnt see my luggage from the time I checked in at Guadalajara until the Rome airport and they were the first ones on the baggage carousel! I know its an amaxzing (and unbelievable story). Especially when yesterday I flew from Guadalajra to Cabo San Lucas (an hour flight) and they lost my luggage on a direct flight. Luck of the draw I guess.Travelling isnt easy anymore as we all know.
I had a similar experience a few years ago on a US Airways flight from Kansas City to Washington, D.C.  The airline lost both my bags (thankfully I was flying home and had clothes there), and around 11 that night they called and told me they found one bag that would be delivered within in hour.  I stayed up until 2:00 AM before finally deciding to get some sleep before work the next morning.  An hour later someone was banging on my door--it was the delivery driver with my bag.  What makes it even more ridiculous is that I lived only 15 minutes from the airport!


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