I recently found myself in a city overrun by ice on a Friday. Making it home for the weekend was not looking good. However, because I was scheduled to leave again on Monday morning, making it home was a priority. Unfortunately, my interactions with the airline I was flying on were unpleasant. 2-3 hour hold times on the phone, and nobody offering any solutions other than “we can try to get you out on Monday.” However, one individual on another airline went above and beyond to help me get home. In fact, she made it possible for me to make it home late Friday night.