Customer Service Agents, or CSAs, are an essential part of any air travel experience. More often than not, they are overlooked, overworked, and under appreciated. Unless you’ve done the job, you don’t know what it’s like a day in their shoes—tears, to screams, they deal with it all. For me, this wasn’t just an assignment, but an opportunity. An opportunity to shine a light on just how much work these invaluable people do, night and day. For this, I reached out to my good friend Janelle, and filmed a day in her shoes.