To The Ticket Agent at the Delta
Counter 一个父亲的救赎
父爱的表达方式可以是为你倾其所有，只希望你能衣食无忧；可以是为你彻夜难眠，只希望你能健康平安；还可以是为你放下骄傲、主动认错，只希望教你如何做一个更好的人。
In Chicago, we marveled at the snowfall on the tarmac. Looking out the window, I joked to my teenage daughter, “Who’s going to shovel all that snow off the wings before we take off?” A little part of me inside grew worried by the minute, because I knew that the harder the snow fell, the better the chances were for a delay.
Sure enough, our delay came. I refused to let it bother me, as I was intentionally trying to demonstrate patience to both my daughter and 6-year-old son accompanying me on our trip back home.
I ended up sleeping through most of the pre-flight delay, as did my children, but it wasn’t until about 30 minutes before landing that panic set in. The flight attendant announced that, because of the delay, we would arrive at 11:00. Looking at the boarding pass for my connecting flight, I realized it was scheduled to take off at 11:02.
Two minutes.
在芝加哥，我们惊讶地看到停机坪上积起了雪。我看着窗外，和我十多岁的女儿打趣道：“咱们起飞前，谁会去把机翼上的积雪全都铲走呢？”随着时间一点点流逝，我的内心有一部分越来越感到不安，因为我知道，雪下得越大，飞机延误的可能性就越大。
果不其然，我们的航班延误了。我决定不让它影响我的心情，因为我正刻意在和我一起踏上归途的女儿和六岁的儿子面前表现得有耐心。
结果，在延误的航班起飞前的大部分时间里，我都在睡觉，孩子们也一样。直到降落前30分钟左右，我才开始慌张起来。空乘人员广播说，由于飞机晚点，我们将在11点整抵达目的地。我看了一眼转乘航班的登机牌，发现那个航班预定的起飞时间是11:02。
只有两分钟。
Knowing there was no way I would de-plane in time with two children in tow (from the back row of the plane), I gave up and prepared for the worst. However, the flight attendant, overhearing me discuss with the kids that we would miss our connection, announced to the rest of the passengers to let us go first and as such, remain seated until we got by them.
We landed, and the sound of seat belts unlatching and carry-on bags zipping broke the silence. As soon as we stood up to begin our mad rush, so did everyone else. The other passengers ignored the attendant’s instructions and went about their day, meandering slowly and taking their time to gather bags, put on coats and perform other menial tasks.
We were the last ones off the plane.
I began to feel enraged at seeing this outpouring of selfishness and willful ignorance. My determination to make the connection was growing by the millisecond, though, and as soon as we were out of the gate, the three of us sprinted—or at least, as fast as a 6-year-old’s legs can run.
我知道自己无论如何也不可能带着两个孩子(从飞机的后排座位)及时下飞机，我已经不抱希望，也做了最坏的打算。但空乘人员无意中听到了我和孩子们谈论将要错过转乘航班的对话，于是在广播里对其他乘客说让我们先走，请他们先待在位子上，等我们从他们身边走过再起身。
飞机降落了，安静的机舱里响起一片解安全带和拉上随身行李箱拉链的声音。就在我们站起身来准备一路狂奔时，其他乘客也站了起来。他们没有理会空乘人员的指示，而是自顾自地做着自己的事，慢吞吞地挪着步子，慢条斯理地拿行李、穿外套，做着一些无关紧要的事。
我们是最后走下飞机的。
对这种自私泛滥、存心无视他人的态度，我开始感到愤怒。但是，我赶搭转乘航班的决心却一秒比一秒坚定。一走出登机口，我们三人就开始全速奔跑起来——至少是以一个六岁孩子所能跟上的最快速度跑了起来。
Reaching the terminal and seeing our gate within grasp, I felt a glimmer of hope, but that hope dissipated when I realized the jetway door was closed, the reader board had been updated to reflect the next flight assigned to the gate and the seats surrounding the gate were empty.
I spotted a ticket agent at the desk in front of our gate, and struggling through gasps to catch my breath, I shouted in his direction, “Excuse me!”
He turned to see me, only to turn around again. The bastard ignored me. “Hey!” I shouted again, breathless and exhausted, “Can you help us?”
“Sorry, but I can’t help you right now,” he responded, turning his back and walking away from the gate.
This was the last straw. My temper boiled over like scalded milk in a pot too small to contain it, and I lost it, shouting angrily, “Well, how the hell are we supposed to get home now?”
The agent sped up, but turned his head slightly back toward us and in a hurried matter-of-fact manner, replied, “If you missed your flight, go see the automated service counter between gates C2 and C3!”
到了航站楼，看到我们的登机口近在咫尺，我感到了一丝希望。但那丝希望又破灭了，因为我发现廊桥的门已经关闭，显示屏上的内容已经更新为在此登机的下一个航班的信息，登机口旁边的座位上也已空无一人。
我看到登机口前的服务台那儿有一名检票员，于是努力平息着自己急促的喘息，朝着他的方向大声喊道：“打扰一下！”
他转头看了我一眼，却又转了回去。这个混蛋对我置之不理。“嘿！”我气喘吁吁、精疲力竭地再次喊道，“能帮帮我们吗？”
“抱歉，我现在帮不了你。”他答道，转身从登机口边走开了。
这副态度成了激怒我的最后一根稻草。我的怒气就像即将滚沸的牛奶从锅里溢出来那样，再也收不住，我愤怒地喊道：“该死的，那我们现在怎么回家？”
检票员加快了脚步，但稍稍回过头来，面无表情地仓促答道：“如果错过了航班，可以去C2和C3登机口之间的自助柜台看一下！”
“Stupid piece of shit,” I muttered to myself, in reference to the fleeing agent.
That’s when I looked down and to the right. There was my 6-year-old, looking up at me. He wasn’t looking for answers to our problem. He wasn’t looking at me because I was being loud, self-righteous and indignant. He was looking at me because he had never encountered a situation like this before in his young life, and he needed to find a way to deal with it, should it ever happen again.
The problem was, I was giving him a precedent. My childish tirade presented him with a solution to his future conflicts when dealing with difficult situations and even more difficult people.
Long story short, I found the self-service station, and it took me all of 60 seconds to scan our tickets and print out boarding passes to another flight, four hours later than our original departure. We now had the time to eat lunch, relax for a while, and most importantly, to ponder how I was going to reconcile what I had just instilled in my children.
I needed redemption, and it had to be something they would remember.
“蠢货。”我低声咒骂着这名快速离去的检票员。
这时，我朝右下方看了一眼。我六岁的儿子正站在那儿抬头看着我。他并不是想知道我们的问题该怎么解决，也不是因为我自以为是、愤怒地大声说话而看着我。他看着我是因为小小年纪的他此前从未遇到过这种情况，他需要知道当下次再碰到这种事时，他该怎么处理。
问题是我正在给他做出示范。我在用自己幼稚的谩骂向他演示，当他日后遇到难以解决的事和更加难以对付的人而发生冲突时应该怎么办。
长话短说，我找到了自助柜台，只花了60秒钟的时间扫描我们的机票以及打印另一个航班的登机牌。这次的起飞时间比我们最初的航班晚了四个小时。现在我们有时间吃点午餐，休息一会儿，最重要的是，我可以好好思考一下如何消解刚才错误的言传身教带给孩子们的影响。
我需要一个补救的办法，一个必须能被他们记住的办法。
For the next three hours, I simmered and stewed, allowing my anger to lift like a fog that the sun cuts on a cold, clear winter morning. Contemplate as I might, the best course of action I could come up with was a brief lecture on how it isn’t right to lose your temper with others when it isn’t even their fault, but I knew that a lecture would be likely to go in one ear and out the other. I needed something that would stick.
Roughly 30 minutes before boarding our new flight, that’s when it came to me, and I chose to do something daring, something that I normally wouldn’t have done, and it is something that I will never regret, as long as I live.
I spotted the original ticket agent, who was working the desk at our gate again. I grabbed my son’s hand and said, “Come with me.”
“Why, Daddy?” he asked as he looked up from playing a game on my phone.
“Just come with me,” I replied, “I need you to watch and listen.”
He got up, held my hand, and walked with me across the carpet to the desk. There was a line of passengers, and we waited. My heart began thumping against my ribs, and my palms formed a thin film of sweat. When it was our turn, the agent looked up at me and asked, “Can I help you?”
接下来的三个小时，我都在默默酝酿，让我的怒气像晴朗、寒冷的冬日早晨被阳光驱散的雾气那样消散。尽管考虑再三，但我所能想到的最佳方案就是发表一通简短的训话，告诉他们当别人没有做错什么的时候对别人发脾气是不对的。但我知道，这种说教可能会被他们当成耳旁风。我得想个能让他们牢牢记住的办法。
距离登上我们的新航班还有大约30分钟时，我想出了个办法。我决定做一件勇敢的、我平常本来不会做的事情，一件我一生都不会为之感到遗憾的事情。
我发现了先前的那个检票员，他又在我们所在的那个登机口检票。我抓起儿子的手，对他说：“跟我来。”
“为什么，爸爸？”正用我的手机玩游戏的儿子抬头问我。
“跟我来就知道了，”我答道，“我要你听好、看好。”
他站起来，握着我的手，和我一起走过地毯向检票台走去。检票台前排起了一队乘客，我们就在后面等着。我的心脏开始在胸腔里猛烈地跳动，手心也微微出了一层汗。轮到我们时，检票员抬头看着我问道：“需要我帮忙吗？”
I doubt that he recognized me, or at least, it didn’t seem like he did. I approached the desk with my son’s hand in mine and said:
“Sir, I don’t know if you recognize me, but about three hours ago, I did something inappropriate. I cursed at you because you didn’t help us find a new flight after we missed our connection, and that wasn’t right. I took my frustration out on you and set a poor example for my children. I want to apologize to you and ask your forgiveness.”
He looked stunned. He was speechless for what felt like forever, and just when I was ready to turn and walk away, he spoke:
“I don’t know what to say. I didn’t hear you use any foul language, but I do remember you. At the time, I was trying to locate a medical kit for a woman boarding her plane over at the gate next door, and I was in a rush. I wanted to stop to help you, but I was in a hurry to assist the passenger over there. I’m sorry I didn’t stop to help.”
I became even more ashamed of my actions. I responded, “You have nothing to apologize for, sir. I was in the wrong, and I need to ask forgiveness to right this wrong, but also to show my son that the way I behaved was not right.”
我怀疑他并没认出我来，至少看上去是如此。我拉着儿子的手走近柜台，对他说：
“先生，我不知道你是否认出我了。在大约三个小时之前，我做了些不恰当的事。因为你在我们错过转乘航班后没有帮我们寻找新的航班，我就骂了你。那样做是不对的。我把怨气发泄到了你的身上，也给我的子女树立了一个坏榜样。我要向你道歉，希望能得到你的原谅。”
他愣住了，没有说话，那沉默对我来说无比漫长。就在我打算转身离开的时候，他开口了：
“我不知道该说什么了。我没听到你说任何脏话，但我的确记得你。当时，我正在为一位在旁边登机口登机的女士找医药箱，很赶时间。我本想停下来帮你，但又急于帮助那位乘客。抱歉我没有停下来帮你。”
我对自己的行为感到更加羞愧了。我回答说：“你不需要道歉，先生。错的是我，我要请求你的原谅来纠正这个错误，同时也是为了让我的儿子知道，我当时的那种行为是不对的。”
Again, in disbelief, he looked stunned. “It’s OK. I forgive you, and I cannot tell you how much I appreciate your apology. You didn’t need to do this. Quite frankly, nobody ever has, and trust me, we get yelled at a lot in this job. You just made my day, and I thank you for that.” He then extended his hand for a handshake, as he said, “My name is Ron.”
Grabbing his hand, I replied, “Thanks, Ron. I’m Josh. Nice to meet you, and I hope you have a wonderful rest of your day.”
Turning to walk away after giving Ron a smile, I looked down at my son, who was still gripping my hand tightly. He was staring up at me again, but this time, doe-eyed, with the beginnings of a smile. I smiled back at him, tears brimming on my eyelids, and said, “That, my son, is doing the right thing. Always do the right thing, no matter what.”
Forgiveness is a gift of love, an act of beauty that benefits not only the person being asked by way of reconciliation, but also the person requesting it, by way of redemption.
Thanks to snow, a delayed flight and the selfishness of others, I had the chance to make things right, to set in motion a lifetime of redemption for my children.
To Ron, the ticket agent at the Delta counter, thank you for giving me another chance.
他又愣了，一副不敢相信的样子。“没关系，我原谅你。我说不出你的道歉让我多么感激。你本来不需要这样做的。说实话，从来没人道过歉，相信我，做这份工作会遇到很多人冲我们大喊大叫。你这样做我真的很高兴，谢谢。”然后，他伸出手来跟我握手，说：“我叫罗恩。”
我握住他的手，说：“谢谢你，罗恩。我叫乔希。很高兴认识你，愿你今天接下来的时间过得愉快。”
我朝罗恩笑了笑，然后转身走开了。我低头看了一眼儿子，他仍然紧紧地握着我的手。他再次抬起头看着我，不过这一次，他天真无邪的眼神中开始露出笑意。我也对他笑了笑，泪水却盈满了眼眶，我对他说：“儿子，这就是正确的做法。无论遇到什么情况，永远要做正确的事。”
“原谅”是爱的礼物，是美好的行为，双方都能从中受益：对收到请求的一方而言，它意味着和解；对请求原谅的一方而言，它意味着救赎。
多亏降雪、延误的航班和那些自私的乘客，我才有了纠正错误的机会，也才有机会做出补救，让我的孩子们从此一生受益。
我要对达美航空公司的检票员罗恩说，谢谢你给了我第二次机会。