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I’ve had a lot of jobs, both paid and volunteer, full-time and part-time, enjoyable and dreaded. In rough chronological order, I’ve been a cashier, lifeguard, ESL instructor, international banking analyst, oil and gas corporate lender, project finance banker, financial writer, college English professor, Spanish tutor, memoir editor, community board chairperson, foodbank volunteer, and urban farm office helper. But I might have just finished the sweetest little job of my career: information desk lady at my local airport!
I worked at the smaller of two airports in the fourth largest city in the U.S. It’s small but mighty, and it is the first and, to date, only 5-star airport in North America (according to air transport rating agency Skytrax). If I may brag about “my” airport, I will say that despite my own anecdotal evidence and probably yours, most flights really do leave on time or very close to it. The airport is constantly being cleaned, and the janitorial staff really seems to care about how things look. The TSA men and women are serious but generally kind (do not roll those eyes), open to helping find lost items and announcing every little thing that has been left behind. We have artists-in-residence, live musicians, and an art collection, all of which I’m convinced add to civilized behavior and attitudes. I’m proud of the clean facilities, amenities, and service-oriented employees that helped us earn and keep this status.
I only work a day or two a week, and they’re not even full days. I sit in a huge, stainless steel “command center” right after the security checkpoint, and nearly everyone traveling that day needs to pass my desk. I am so eager for interaction that I rarely look down at my computer screen or notepad, instead constantly turning my head left and right and smiling at everyone who passes me, letting people know I am friendly and open to questions. As a result, I serve anywhere from two to three times as many airport customers as my fellow workers do on a given day.
Even when I’ve been very busy in my outside life, I have looked forward to my days at the airport, settling into my high swivel stool, knowing that the coming hours will keep me from my texts, emails, phone calls, and other annoying problems. It’s hard to worry about things at home when I am jumping up every minute or two to direct someone to the right gate, keeping people from pushing wheelchairs onto a moving sidewalk, or calling the operations center to clean up dog poop (yes, people leave that behind in airports, too, not just your yard or city sidewalks).
What are the most popular questions I get? Some days, I have dozens of people asking me where the Chick-fil-A is; other times, no one at all asks me this, and instead I’ll have multiple queries about our lounges. (We have none, I am always sorry to say.) I’m frequently asked where passengers can go to smoke between flights, and I spend plenty of time explaining all the food and beverage options to people. I help travelers find Ubers, pet relief stations, ATMs, rental cars, diapers, and iPhone chargers. I know where everything is here, right down to the exact locations where passengers can find Starbucks, the USO, an interfaith chapel, the shoeshine stand, the coldest water fountain, the shortcut to Eco-Park, and the quietest place to take a conference call.
My small job has miraculously shown me the very best in people. I would have guessed that air travelers would be stressed out and, therefore, rushed and cranky. On the contrary! I would estimate that over 90% of the people I have seen are relaxed, friendly, and largely unhurried (clearly they do not use my last-minute strategy for arriving at airports). There is very little rage, an emotion we see so often in public and online. In a world that seems less and less polite every day, the denizens of our airport have renewed my belief that people are mostly good. We read such awful news every day, and we see social media accounts that celebrate terrible behavior and attitudes, so one of the very best perks of my job has been seeing just the opposite. I come home feeling good about people; how many jobs can do that these days?!
People who miss flights are frustrated but stoic, asking only for help in finding another option. It is surprising how many adults are flying for their very first time, and I love making them feel more comfortable and confident. Dozens of people turn in found cell phones, glasses, bulging wallets, licenses, clothing, toys, and even a complete engagement ring and wedding band set, and they truly care about getting these items back to their owners. I’ve been warned that stopping parents from taking strollers onto the moving sidewalk will get me vitriolic responses, but when I smile and say ‘please’ and ‘thank you,’ I discover most people are perfectly happy to wheel their baby off to the side and even thank me for keeping them safe.
If you’re a natural people-watcher like I am, this is an amazing job. I study and admire all the snappy travelers – their clothing, bags, shoes, and even hairdos. I marvel/wince at some others; bare midriffs are everywhere in public now, in case you haven’t noticed, and pajamas appear at the airport with startling regularity just as they do in roadside hotels these days. (Luckily, these PJ’ed people are wearing shoes, unlike the hotel breakfast crowd.) I enjoy the juxtaposition of professionals in business suits and high heels with the athleisure crowd, the scantily clad, and even people in costume (like those headed to Mardi Gras in massive dresses and bonnets). An unscientific survey would have the Astros and LSU tied for first place among the sports jersey wearers, joggers as the traveling pants of choice, and upright spinner bags as the most popular luggage.
As much as I dislike stereotyping, I need to make a short women-vs-men comment here. I sit close to a very large sign that directs people to Baggage Claim, Gates 1-5, etc. Most women read this sign. Many of their male partners or colleagues do not, and when the woman begins to veer off, or they both slow down to ascertain their direction, the male invariably wants to keep following the crowd, even when it is clearly in the wrong direction and his female companion is trying to tell him this. I watch with amusement and in anticipation of my next interaction. I won’t get into the whole “men don’t ask for directions” cliché, but let’s just say that when they eventually come back and ask me where to go, the women usually nod in an “I told you” way.
In a similar vein, I have noted in my anthropological survey of the airport species that young parents have a very distinct division of labor. The mother generally carries one child, holds the hand of another, loops the diaper bag and a carry-on over that same arm, and pushes the stroller that the second child has refused to get into. Occasionally, the dad has a car seat to carry, but usually his only baggage is a cell phone, into which he is talking while mom schleps everyone and everything else toward the gate. (To my son who is reading, you are exceptional in this way as well! 🙂 )
People glaze over a bit at airports. There is a brain fog that must be triggered by security or a plane change. Some of these zombies walk straight onto the oncoming moving sidewalks, the DO NOT ENTER signs apparently too high for their locked-in gazes to see. They leave their passports, phones, and keys in the security bins, they drop their jackets and blankets while walking and don’t even notice, and they are incredibly oblivious to gate change announcements that are crystal clear and abundantly loud for most ears. An enormous number of people mistake their boarding position or seat number for the gate assignment, and I have had more than one traveler who booked connecting flights without realizing that they were going into and out of totally different airports (that are 30 miles apart and on opposite sides of the city).
But back to the good stuff, which is the main reason for my post. I see our travelers as being on an adventure, even if it’s just a work trip, and they are mostly on their very best behavior. I see very little sniping between spouses and partners, parents and kids. People are nice to me and nice to each other. I have seen how powerful a smile can be, whether it ramps down a Type-A executive facing a delay or comforts a young woman rushing to catch a plane to her little brother’s funeral. Our airport is a microcosm, and it’s a benevolent, efficient, lovable one, and I’ll very much miss both working and traveling in and out of here when we leave the city in a month for our new home in another state. Of course, they have an airport, too, so maybe I’ll take my resumé there and move up to a bigger desk!
Anna said:
What a wonderful read Lexi! I could spend hours in airports just people watching, and seeing the different dynamics amongst couples and families etc. I actually took a friend to our international airport this past Wednesday, and we were both talking about how when we are “older” (getting there lol!) our dream job would be at the airport. I am glad you are enjoying your time at the airport! X
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lexklein said:
I always said the same thing! And now that I am “older” (haha), I was free to take on this little job and really enjoy it. Sooo much fun!
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Bama said:
Wow, what a job, Lex! I can totally understand your excitement (and fulfillment?) for being able to explain to people what the airport has, and how to get from one point to another within the building. Although I am very much an introvert, for some reason I love helping people with information. And seeing how much they appreciate my help always makes my day. The variety of jobs you’ve had is very impressive! But I can understand why this stint as an information desk lady is the sweetest little job you’ve had so far, for it allows you to see the good side of people. In a world where competition is the norm and a lot of folks would do anything to get what they want, your experience sounds like a breath of fresh air.
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lexklein said:
Hi Bama! In many ways, I am an introvert also, but I know just what you mean about helping people out with information. When you know your stuff, sharing it makes interacting very easy. I think I’m also a natural smiler (when my kids were young, I was told the other children called me “the smiling mom!”), so I think I’m not intimidating to people who are feeling unsure about things. It’s been a great little gig … I’ll miss it a lot.
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Bama said:
I never realized how smiling could help make someone look less intimidating and more approachable until I came to Nepal after being in India for a month. A smile really is like an invitation to an amicable conversation.
By the way, I’m curious where life takes you next!
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lexklein said:
We are moving to North Carolina next month. We have another grandchild on the way in the northeast, and the other ones moved east over a year ago. Meanwhile, my parents need to see me more than ever, and they too are east. We chose a place where we could get to everyone (except our west coast son, sadly) in a day’s driving. We were really tired of constant flights, rental cars, or 3-day drives to all of these loved ones.
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Bama said:
That sounds like a reasonable decision. I hope the move goes smoothly.
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quiall said:
It’s people like you who make a difference in the world. We need more of you. A smile is the most important thing we can put on every morning.
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lexklein said:
That’s such a nice thing to say! I have to admit that the people I helped did as much for me as I did for them. They made me feel appreciated, so smiling and doing things for them was very easy.
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Christie said:
What a better job where you can analyze and observe the human behavior?🙂
Where are you moving Lexie, enjoy your new home!
Have a lovely weekend, xx
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lexklein said:
It’s true, Christie – sometimes I feel like a scientist observing all the human behavior (and outfits!). We are moving to North Carolina next month to get closer to family. Happy weekend to you, too!
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thehungrytravellers.blog said:
Really enjoyed this post – was chuckling and nodding with recognition all the way through. A question though – why is there ALWAYS at least one person (usually, I have to say, female), sitting on the floor of the Terminal frantically pulling everything out of their open suitcase….what in Gods name are they searching for??!!?
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lexklein said:
Haha – that is a great observation and one that I might have noticed more often if I were closer to the gates. Luckily I’m in a big concourse where it would be tough to spread out and start the frantic rifling, but I can absolutely picture that scene! My guess is they are hunting for a sweater; so many airports are like refrigerators!
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thehungrytravellers.blog said:
Now there’s a possible explanation which I hadn’t thought of before!
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restlessjo said:
Love a feel good post, Lexie, and enjoyed the read, but I really do need to know- where are you off to?
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lexklein said:
It’s been a huge surprise to me how positive a work environment it is! We are moving to North Carolina next month to get closer to family. We just got tired of constant flying or 3-day drives to any of our children or my parents.
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restlessjo said:
Sounds like a good plan 🤗🩵
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restlessjo said:
Forgot to say- I love the electricity boxes too.
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lexklein said:
I’m glad you noticed and commented on them! I love those boxes; they are so colorful and retro and in tune with the most salient thing in that neighborhood. I smile at them every single time. (You should have seen me the day I took the photos, driving block to block, illegally parking on various corners, and running out quickly to snap the pics!)
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restlessjo said:
🤣💙
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leggypeggy said:
What a great post about a truly great job.
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lexklein said:
Thanks, Peggy – it’s been a real blast. And such a surprise in terms of how delightful it’s been.
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leggypeggy said:
Pity we don;t have something similar in Canberra.
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Liesbet @ Roaming About said:
What an entertaining and interesting read, Lexie. If you’re relaxed by nature and have a good memory, this sounds like the perfect job, especially, like you said, for people watchers. I can’t believe people don’t clean up their dog’s poop in the airport. That’s insane! Everyone somewhere, somehow has a plastic baggie!
So, you’ve still not mentioned where you are moving to… You’re keeping me in suspense. 🙂
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lexklein said:
Thanks, Liesbet – it was a super fun job and a fun post to write! I am so comfortable in airports and already knew this one like the back of my hand, so I guessed that it would be enjoyable for me, and it exceeded my expectations. We are moving to North Carolina after much deliberation on what might help us see our family members more often and still be somewhere fairly temperate.
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Liesbet @ Roaming About said:
Happy packing and moving and settling and discovering! 🙂
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The Snow Melts Somewhere said:
You’re moving again? Good luck in your new place! And with your resumé, you’ll surely land a similar job. Hope you enjoy it as much.
This was such and enjoyable post and it brought me back to my airport career days. You learn to read people, too. As for mums doing all the work – been there, done that! I think as default, twin dads end up doing a lot more than their counterparts, but STILL the woman is always the one packing for three and the hubby just tales care of himself. Law of nature maybe?
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lexklein said:
We’ve been here seven years, and I did not even think it would be that long! The U.S. is so big, and we have a big family, so that means more upheaval than some people have. I’m sure you also have many airport and airplane stories, and I agree that you very much learn to read people in these kinds of jobs, often before they even say a word!
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The Snow Melts Somewhere said:
But I remember you blogging that you moved and that it was hot! Has it really been 7 years?!?!?!? 😵💫
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lexklein said:
Yes, 7 years in February! Before you had the twins, I am sure.
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The Snow Melts Somewhere said:
They’re 6 and a half! So yes, just before. We actually moved then, too, can’t believe we’ve lived in this flat for almost 7 years. Time just goes faster and faster. It’s like when you imagine someone you used to know as still being the age they were when you knew them -in my mind, the don’t grow old!
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lexklein said:
😀
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Dave Ply said:
That’s quite the eclectic resumé. It’s nice to hear about the positive side of human nature for a change. I sometimes think that people who travel are more aware that people are mostly the same everywhere and mostly friendly. Whereas people who stay local depend on TV, social media echo chambers, and cliquish gossip for their info, and for whatever reason bad news gets more attention than the good stuff.
Guess you’re going to have to study up on the layout of the NC airport. 😉 Good luck with your new chapter.
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lexklein said:
My “resumé” sounds eclectic here because I lumped together teenage jobs, volunteer work, and professional career positions, but I’ve really been in finance and writing (and the combo of the two) for most of my paid working life.
I think you hit the nail on the head when you noted one of the benefits of travel (even short-range): you see not only a wider range of people but that people are mostly good. I am so frustrated with the press these days because they are who is feeding so many of our fellow citizens, and the diet is nothing but negativity.
I may take a short break when I first move, but I have already looked into a similar position at our new airport … we shall see if I return to my command center!
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Anonymous said:
Hi Lexie- is this Houston Hobby you’re talking about?( I used to be a travel agent)
I bet they will miss you. After some of the high stress jobs you’ve had I can imagine it was a joy. Good luck with your move to NC. Moving is so exhausting! But also exciting.
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Anonymous said:
PS. WP listed me as Anonymous. It’s Julie. 😊
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lexklein said:
Oh, hi Julie! (I’m glad you said it was you.) Yes, I have been working at Hobby, and I totally loved it. Sad to be leaving. I’m also sad to be leaving Houston, but we just had to make a change to get closer to a chunk of our family, especially my parents. Right now we are in the exhaustion phase of moving, but we do look forward to the excitement of a change in location. Hope you are doing well; it’s been a while now since you had a sea change in your own life! (As far as I know) Thanks for saying hi!
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lexklein said:
Just saw you posted something … will check it out this afternoon/evening!
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Alison and Don said:
I totally relate to your list of jobs Lexie, only mine didn’t include anything like banking and finances 😂, more like cleaner and barmaid lol.
What a lovely read this was. I’m convinced people are good, and kind, or at least want to be if given half a chance. I can tell your time there warmed your soul.
Looking forward to posts about your new place!
Alison
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lexklein said:
Thanks, Alison! This little job DID warm my soul. Almost without exception, my days there were so positive; it almost didn’t seem like real life, probably because we have come to expect the worst from people.
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Jolandi Steven said:
I just love this post, Lexie. What a joy this job must have been for you as a devout people watcher. Wishing you just the best for your move. May you have the energy to deal with all those things you end up with after you´ve packed that you are not sure what to do with. And may you find joy and fulfillment in your new home.
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lexklein said:
Thanks, Jolandi! The people-watching was top-notch – hours of observation and study on my part, and I loved every minute of it. Luckily, we did a pretty big purge of household goods when we moved seven years ago, so I’m hoping this one is pretty seamless. Of course any move is stressful, but we are hoping for as smooth a transition as possible!
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pam@ichoosethis said:
I LOVED this so much!! Laugh out loud funny. I totally forgot you were doing this. The observations were hilarious and I am truly happy to hear there are good people in this world! I bet all of them talk about the cool person they interacted with at the airport. Way to spread smiles and calmness to one of the most stressful places on earth, IMO. After 25 years of weekly travel, I still experience PTSD every time I walk into one. LOL Cheers to you and the next chapter of life where I’m positive you’ll be spreading more smiles, friendship and kindness :).
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lexklein said:
This is the nicest comment ever! I agree that airports stress people out, and that’s why I was so excited to do the job. Imagine my surprise when most of those people ended up being pretty chill. I hope I can find something similar after we get settled in, but if not, it’ll be a great memory!
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thirdeyemom said:
Love this post so much Lexi! I love our airport too and have honestly thought of volunteering as well as the information desk. The buzz of the people whirring by and the people watching and interaction. As someone who works from home, I crave interaction as I am an extreme extrovert. I’ve even started helping my friend at her local business/shop to get out more and interact with people. It feels good to connect and also like you said take a break from phones, emails and the computer. What a great, fun job and yes I agree, variety is the spice of life. I too have worn many hats and continue to try them out as I get older. Happy Thanksgiving!
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lexklein said:
It’s funny because I am not an extrovert, but I do love providing people with information for some reason. I actually don’t know how I’d categorize myself because I am very friendly, but I recharge by being on my own, not by being in social settings. I’m not much for idle chatter, but I loved teaching for many years, and this kind of follows that idea of imparting information to others. In any case, it was awesome! I bet you’d love it, too, and be great at it.
It’s funny how my list of jobs made people think I’d had an eclectic career, but I think it was the fact that I threw every volunteer job and teenage job in there! For the most part I’ve been in finance and financial writing for most of my adult life, and the general writing (and teaching of it) kind of naturally followed along later. Hope you had a great Thanksgiving, and enjoy the whole holiday season with your family!
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Manja Maksimovič said:
Most excellent, Lexi. Happy for you and all the travellers who get to interact with you and have your smile.
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lexklein said:
Thank you, Manja! Maybe someday you’ll fly though a U.S. airport where I am posted! 🙂
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AndysWorldJourneys said:
people watching can be fascinating. although, you will find 9/10 people with their head buried in their phone which is somewhat less interesting
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lexklein said:
Maybe because people were moving when they passed me, I rarely saw people stuck to their phones. I’m sure once they got to their gates, the phones came out!
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Mabel Kwong said:
Such a wonderful post to read, Lex. You gave us an eye-opener on what it’s like to work at an airport, and sounds like a fitting role for you. It seems you encountered people from all backgrounds, all walks of life, going everywhere and anywhere – and every day you get different interactions. You probably needed to be sharp and on your feet to help everyone with what they needed and where they were going.
It is interesting to hear that people are generally very nice in the airport. I guess traveling can be long and exhausting, so maybe most people are inclined to be nice and enjoy their journeys. I can definitely understand how some passengers in the airports can get brain fog not just from the exhaustion of traveling but also the excitement of it that can get to them. Hope your move goes well and many more adventures for you 😊
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lexklein said:
Thanks, Mabel! We are in the throes of moving tasks right now – hope to get back to blogging and reading blogs in the new year! Enjoy the rest of 2023!
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James said:
Lex, it is so heartwarming to read that the vast majority of people you encounter at the airport are nice and not at all stressed-out. I’m an extrovert at heart and would love this kind of people-to-people interaction rather than spending most days deskbound in an office or at home! Now that I think of it, all whenever I’ve flown out of Jakarta’s bigger airport, most travelers I encounter in the terminals seem happy or even excited to be going places. The janitors in my experience are extra cheery and sometimes the staff at immigration are too – Indonesians are generally friendly/smiley and I think that has definitely rubbed off on me.
All this time I was imagining that someday I’d be visiting Houston (where some of my dad’s family live) and catching up with you in person, but I’ve missed my chance! Hope the move is done soon so you can relax a bit for Christmas. Happy holidays!
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lexklein said:
I was truly surprised at how pleasant the airport visitors were, and I loved working there. I already miss it!
Our movers arrive tomorrow morning, and we are feeling both excited and sad. We love Houston and are sorry to leave in many ways. I’d hoped you would get here too in the last seven years, but then again, I thought I’d get to Jakarta before this also! Someday I hope to meet you somewhere!
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