Me: “Thank you for calling [hotel]. How can I help you?”

Customer: “Hi, I have a reservation under [name]. I’m at the airport and need a shuttle to pick me up.”

Me: “Sure thing, sir. I’ll send it right out! Just wait by the taxi island outside of baggage claim.”

(About 15 minutes later, the driver calls me saying he can’t see anyone. At the same time the customer calls back.)

Customer: “Hi, I was wondering if the shuttle was on its way.”

Me: “The driver is out there now, sir, and has circled around but says he can’t see anyone. Are you by baggage claim at the taxi island?”

Customer: “Yeah, I’m by the cabs on the second level.”

Me: “Wait, second level? Sir, what airport are you at now?”

Customer: “At San Francisco airport, of course.”

Me: “Sir, I’m not sure how to tell you this, but you’re in San Francisco.”

Customer: “Yeah, I just said that!”

Me: “This hotel is in Fresno.”

Customer: “Yeah, Fresno is like a suburb, right?”

Me: “We’re about two hours away in central California.”

Customer: “Oh my God, it’s midnight and I have an interview at 7am in Fresno. I’m screwed!”

(I directed the customer to information. Thankfully, he was able to find one last rental car place open, and made it just in time to change for his interview.)