I land in Toronto with nearly ninety minutes to get through immigration and customs, re-check my luggage and get to my gate. I get in the very long line that says, “U.S. Citizens.” They have two windows open and about 100 people waiting in line. After standing in line for about 15 minutes, they close one of those windows. Beginning to get a bit nervous about making my connection, I try to get the attention of the lady telling people which window to go to (uh, again, there’s only one window open). I’ve watched her sourly shout at people, not once saying hello or cracking what could possibly be construed as a smile.