It started off like an ordinary day. No one predicted the horror and heroism that would unfold September 11, 2001. This week marks the twentieth anniversary of 9/11. Do you remember where you were when you heard? Let’s look back and apply the experience to today.

Then

“Tomorrow’s September 11,” I told our daughter on the tenth anniversary.

“I know. I hope we don’t get any weird calls.”

“What do you mean?” I asked.

“Did you know our center answered the flight attendant’s call that day?”

My daughter works for American Airlines. She considered what it would be like to receive a call from a plane hijacked by terrorists on a suicide mission. The thought sobered us.

Airline agents weren’t trained how to handle calls taken from hijacked planes. Like many tragedies, this one seemed to hit without warning.Continue Reading