Thirty-nine-year-old Joe DaSilva has never been on a real vacation before.
DaSilva was born with a rare birth defect that requires the use of a wheelchair to aid him in getting around. For his birthday, he decided to step out of his comfort zone and book a trip to an all-inclusive resort in Mexico.
First he tried an online travel site, which he initially believed would make the process quick and easy. Once he logged on, however, he realized that his accommodation needs would necessitate speaking to someone directly. This added an extra step to the booking process.
DaSilva found the toll-free number and began to dial. He waited on hold, a lot, but once he was connected, an automated voice came on the line: “To speak to someone regarding an existing booking, please press one.”
Annoyed, he mashed the number pad, hoping it would direct him to an operator. But then it said, “Press zero and an operator will be with you shortly.”
After a four-hour discussion explaining his needs, re-explaining his needs and being reassured that his booking was confirmed, he was told that upon his arrival, the hotel would “do their best to find a room” that would work for him.
And so begins the countdown to DaSilva’s 40th birthday. Rest assured that he will be monitoring his phone, his email and the booking portal in angst every few hours, anticipating something will go wrong because, well, that’s how it always goes. At least he’ll have a delicious quesadilla and cerveza to comfort him while hotel staff scrambles to resolve the mess he’s sure to encounter when he arrives at the resort.