Monday, October 19, 2026

Book review: "A Bolt From the Blue" by Jennifer Woodlief

Near the rugged summit of Grand Teton in Wyoming, six mountain climbers are struck by lightning. One dies despite frantic efforts to save her, the others are severely hurt. At the base of the mountain, an elite cadre of rescuers mobilizes. With limited hours of daylight left and storm clouds swirling, will they be able to reach the injured climbers and get them off the mountain before the freezing darkness descends? 

This is the dramatic story told in the second half of "A Bolt from the Blue," a stirring 2012 book by Jennifer Woodlief. Though the first half is slow, the book becomes a gripping page-turner midway through as Woodlief carefully recounts how a powerful lightning strike on July 26, 2003, prompted a remarkable rescue effort. 

With injured climbers scattered in three places on the mountain — none of them easy to get to — the rescue undertaken by the Jenny Lake rangers and helicopter pilot Laurence Perry becomes a fast-paced, high-alttitude ballet aimed at reaching the victims, tending to them, and getting them off the mountain. 

The deceased climber, Erica Summers, and her badly injured husband, were on a tiny rock platform. Below them were three injured men who had been knocked off a wall by the lightning while climbing and would have plummeted to their deaths had their ropes not snagged on a rocky outcropping ("Dumb and nearly miraculous luck," writes Woodlief).

Then there was climber Rodrigo Liberal, who rangers called "Folded Man." Liberal had been struck by lightning while climbing, causing him to plummet down, ending up dangling on a rope, his belly pointed skyward and his head bent back almost to reach his feet. At first view, both his fellow climbers and the rescuers thought he must be dead (spoiler: He wasn't). 

In a story full of heroes, one of the biggest is Perry, who for four hours flies his helicopter up and down the mountain, hovering perilously close to rock faces amid strong and unpredictable winds, first ferrying rangers and supplies, then later pulling off vicitms one at a time. 

Woodlief interviewed nearly all the players in this drama, and infuses the story with countless details. She paints vivid scene descriptions ("he was lying on his back with Sherika standing over him, a horrified look on her face"), small actions ("Craig put his knees against the wall facing the mountain and came up underneath Rod"), and even smells ("Her hair was badly singed, and there was a strong burning scent").

Woodlief does such a good job in describing the rescue that I feel bad to point out the weaknesses of the  book, which are mostly in the first half. It's in the first half where the author gives us the background on, well, everything. She describes the life stories of multiple characters, the science of lightning, the history of the Jenny Lake ranger program, how helicopters work, and the intricasies of various techniques.

There are some interesting things here, but it's too much and often repetitive (she emphasizes, multiple times, how well-trained the Jenny Lake rangers are). While some background on the characters is good, she drifts too far off into things that are irrelevant to the story. We don't need to know the wife of one of the rangers grew up "fly-fishing, backpacking, hiking, taking burro trips in the Sierra Nevada" (she has no role in the rescue). Nor do we need the recipe for one of the ranger's "Large Trail Cookies."

 As a reader, you're chomping at the bit to get to the main story, but it almost seems like Woodlief is padding the book or even stalling for time  It's especially irritating in the second half. Late in the book, with the drama of the story going full tilt, Woodlief somehow thinks it's important to press pause and to describe the youth of one of the victims and how he met his wife on an ice skaing rink.

Woodlief makes a poor choice to lead off the book with a lot of deep background on ranger Renny Jackson. While Jackson played a role in the rescue as the "spotter" on Perry's helicopter, he is not a major part of the story. A better choice would have been to open with some background on Rod LIberal, since his ordeal plays a large role at the end of the book. 

For readers who are considering reading this book, here's what I would suggest: Read the six-page teaser at the start of the book that sets the scene, then skip ahead to chapter six or seven in the middle of the book where the real action begins.

After you're done, if you want more background on the rangers, their training, the science of lightning, or flying a helicopter, you can go back and find all of that in the first half. Think of it as like watching the "Behind the Scenes" or "Making of" video after watching a movie.  



Tuesday, October 6, 2026

Is ExpressToll the worst toll company in America?

Let me start by saying that Ashley was great. Ashley is a customer service representative with ExpressToll, which operates toll roads in Colorado, and when I was having difficulty opening an account with them, Ashley patiently helped me on the phone. Thank you, Ashley.

Sadly, Ashley is pretty much the only part of ExpressToll I can praise. Otherwise, over the last month, I have found ExpressToll to be a disaster of a business. 

I'm not alone. On Yelp, ExpressToll has earned a miserable 1.3 rating out of 5 (there's also a separate page with a 1.7 rating for ExpressToll Customer Service). 







Some of the reviews:  

"Such a horrible company." (Pat S.)

"If I could give them negative stars I would." (Mike H.)

"Possibly the worst service on planet earth. I hate them so much." (Jacquelynn L.)

You might wonder what a toll agency could be doing that is so wrong. After all, this seems like a pretty straightforward business: People drive on the toll roads, you bill them for it, they pay. Simple transactions. 

Yet somehow ExpressToll frustrates customers at almost every turn. 

I was preparing for a trip where I would be renting a car at Denver International Airport. Checking my planned route, I saw that I would be using the toll roads operated by ExpressToll. 

Using a rental car on a toll road adds a small complication. Since modern tolls are assessed based on license plates and billed to the vehicle's registered owner, the invoice will go by default to the rental company, not the renter. The rental company will, in turn, bill the renter — and add an extra fee that is often ridiculously high. 

I don't mind paying tolls, but if I can avoid the added fees by rental car companies, I will.

Many customer-friendly toll agencies offer one-time payment options where rental car drivers can pay  by going online and entering a payment method within 48 or 72 hours of using the toll road. Some also offer "short-term license plate accounts" to pay tolls that have been recently incurred or that you expect to incur in the next 30 days. 

Alas, ExpressToll offers neither option. To register my rental car required opening a full account. OK, fine. I've opened plenty of different accounts online; how hard could this be?

On the ExpressToll website, I began the process of creating an account in the usual ways: Entering my name, address, phone number, email address, and creating a login and password. You have to accept the user agreement, of course.

Then it asks you to add a vehicle to your account. Since I was only using this account for a rental car, I tried to skip this step, but it wouldn't let me ("add at least one vehicle to continue"). With no other option, I painstakingly added my own car even though I had no plans to ever use it on Colorado roads. 

Then it said I had to put at least $35 into my account to start. So I entered a credit card number, prepared to authorize the charge, and clicked "continue." 

And then ... nothing. Nothing happened. No confirmation, no error message, no way to move forward. 

Reluctantly, I started over, enter all my personal info, the car info, and the credit card info. And again ... nothing.

"Your automated system is a total piece of crap!!!" (B.W.)

Puzzled, I called ExpressToll and was put into a hold that promised a three-minute wait. Ten minutes later, I was connected to Ashley.

As I said, Ashley was terrific. She set up my account for me, painstakingly entering all the information as I relayed it to her. It worked. I had an account. She also warned me that when using the ExpressToll site, you will often get mysterious error messages. It just meant, she explained, that I should log out and log in again. I'm glad she said something because soon I would discover that error messages on the ExpressToll site are as prevalent as Bronco fans in Denver. Like this: 


Now that I had an account, I decided I should download the ExpressToll app to make it easy to use on my trip. One problem: ExpressToll does not have an app. That's right, in 2026, a company that does many millions dollars of transactions, does not have an app to help its customers. 

So I would have to use the website. Each time you log in to the website, it sends a two-factor code to your email and you have to retrieve it and enter it. That's common, of course, but customer-friendly websites also offer a "Remember me" option so that you don't have to enter the code every time. ExpressToll does not.

If you're keeping score at home, we have a company that doesn't offer a user-friendly way to pay tolls, doesn't offer an app, has a rigid system for creating new accounts (that doesn't work anyway) and offers an error-prone website. Customer-friendly, it is not. 

"Would give these incompetents zero stars if possible. Tried to pay a toll and their third party site gave me an error and then charged my card twice and refused a refund on one of the payments." (Claire F.)

When I picked up my rental car in Denver, I carefully entered the car license plate and other details into the ExpressToll website before I hit the road.

It took some nine days after my trip before my tolls showed up in my account. The tolls were deducted from my $35 deposit, leaving me a balance of $21.65.

I then set out to close the account and get my remaining deposit returned. After all, the only reason I had created an account was for this one trip. It was over.

So I logged in to my account and looked for a way to close my account. I couldn't find one. We all know how companies like to make it hard to close an account, but there is always a way, you just have to dig for it.

But not in this case. Not only was there literally no way to close my account, nothing on the site disclosed this. I searched "close account" in the ExpressToll system and got this response: "No questions match your search."

I emailed a request to close my account. A day later I received a response: "ExpressToll accounts must be open for 6 months before being closed."

Wait a minute, what?? Surely, there must be a misunderstanding, so I called and eventually connected to a rep, who told me that my account could not be closed until six months after opening. She said this was explained in the user agreement.

OK, I said, I don't really care if you close the account or not, just refund my money. No, she said. "We can't refund your money until your account is closed and we can't close your account for six months. It's our policy."

I will be the first to acknowledge that my $21.65 is a piddling amount of money. But how is it possible that any company refuses to close your account and give back your money? How many people is ExpressToll denying refunds to? Can you imagine going to, say, your bank to close your account and being told you will have to wait six months to get your money? 

I spoke to two more "customer service" reps and was told me basically the same thing, again citing the User Agreement.

When I later looked for the User Agreement, it wasn't easy to find. Perhaps not surprisingly, the link that ExpressToll had sent me for the agreement when I created my account didn't work.

When I did locate the agreement, I found something interesting: It did not say anything about have to wait six months after account opening to get your money refunded. Nothing even remotely close to it. 

Perhaps I should be thankful I didn't have even more issues with ExpressToll. Yelp users have reported other, wide-ranging problems.

 I've started receiving weird toll bills from Express Toll months ago from the license plate of the vehicle was totalled in the car accident as of December 2024 . (Olga M.)

"I live in California and have never driven in Colorado but just got a bill for $4.65 for a toll!" (Lynda S.)

"I get an ExpressToll bill every other month. I haven't owned the car in over three Years (Scott H.)

When you add it all up, it is actually kind of impressive how many different ways ExpressToll frustrates consumers. There's an account creation process that is unable to create accounts. There's no app or one-time payment option. There's the fleet of error messages you get when logged in to your account. There's the refusal to give customers their money back. 

So is ExpressToll the worst toll company in America? Do you know of one that is worse? Leave your comments below.