A traveler has been sitting at the airport for four hours, waiting anxiously for his plane to show up, when the gate agents relay the bad news: his flight to Paris has been cancelled. Within seconds, the massive line takes shape. Dozens of fellow travelers hound the gate agents, each hoping and praying that they can get rebooked on another flight that night. Other travelers search for the terminal’s information desks or bank of rebooking phones, only to discover the same lines and chaos. It’s the nightmare of airport customer service—and it’s something we’ve all experienced at one time or another.