Sorry, I need to vent.

I just got back from the most ridiculous set of flight trauma I've come to experience in all of my years of travel. I went to Sydney, Australia to surprise my fiancé over Spring Break. It was a wonderful time there, and I had scheduled to come back on Saturday night at 7:15 to have enough time to recuperate from jetlag to teach on Monday. If it were still in United's hands, I'd be in Chicago right now (I live near Detroit) and it is Monday afternoon.

Here are the boring yet infuriating details:

1. Sydney I

After the emotional goodbyes in Sydney's airport, I was set to take off at 2PM. I boarded the plane at 1:30. Around 2, the pilot announced that there had been a problem with one of the doors. One of the maintenance workers didn't close the frickin' luggage hatch before they closed the main cabin doors and it resulted in the plane being damaged. Don't they have to close the hatch for every plane that leaves? This was quite a preventable error. At first they said it was a minor problem and sent a Qantas mechanic over to see if it could be fixed within an hour. I began to worry as I was connecting in LA and only had an 85-minute layover. At 3, they announced that they were deboarding the plane and after the inevitable mass hysteria and panic, they decreed that they weren't going to make an announcement until 5 and proceeded to kick us out of the gate area. At 5, they finally announced that they couldn't get us onto any flights that day and we were to come back tomorrow for the same flight at 2. They did provide us with meal vouchers, hotel reservations and cab fare. Consequently, we had to clear customs to re-enter Australia again. I was worried, but thrilled to spend an extra day with my beloved.

2. Sydney II

After several unsuccessful attempts to ascertain my new connecting flight information (because, really, who needs to know?), I was finally told around 9 AM the next day that I would be following the exact same itinerary as the original plan. After arriving at the airport early so that I could secure an exit row seat (I'm 6'3"), I again was set to take off at 2 and this time we actually made it out of Sydney. The flight was fairly non-descript other than its length of 13 hours. I can't sleep on planes for more than 10-minute catnaps if I'm lucky, and I wasn't able to sleep more than an hour tops for the whole duration of the flight.

3. Los Angeles

Once we got off the plane at 8:30 local time, I had an hour and 25 minutes to get my bags, clear customs, and find the gate for the next flight to Chicago. I've managed this before on several occasions and wasn't overly worried until passengers began filtering out of the baggage claim with their luggage and mine were yet to arrive. After waiting over a half hour, my bags finally arrived and I faced quite a long line in customs. By the time I cleared customs, I had about 25 minutes before my plane was to depart, so I'm sure they had already begun boarding. I raced around trying to find information about where my gate was located, but no one took notice of my panic-stricken state for awhile until eventually a worker told me that I needed to head to another terminal. I raced with my carry-on luggage with another passenger trying to catch the same flight. Once we got to the terminal, they were letting Sydney passengers through security as they understood what we had gone through. However, for some reason I wasn't given the same pardon and had to clear security, so by the time I raced to the gate they were boarding the last of the passengers. I was worried that they may hold the plane for others making my planned hour-long layover in Chicago a bit dicey. In retrospect, it would have been better if I had missed the plane and was re-routed through another airport.

4. Chicago I

After arriving in Chicago completely stressed from the day's events, I noticed that my flight to Detroit was going to be delayed for 2 and a half hours. In light of the already day-long delay, I wasn't too keen on it. Moreover, my brother was going to pick me up from the airport. He was attending a Stereolab concert that evening, and if I were to arrive at the scheduled time, he could pick me up and go to the concert. Due to this delay, however, he wouldn't be able to get me until after the show. They provided no information about the reason for the delay at the gate other than that the plane wasn't there. Apparently they couldn't muster another plane for us to catch for 2 and a half hours. While on the phone with my brother to fill him in on the latest bit of news, he mentioned that Chicago was under tornado watch. Within 3 minutes, there was a general announcement that they cancelled the flight and referred us to United Customer Service. The expletives were flying.

5. Chicago II

Extremely vexed in the customer service line, I didn't know how I was going to get back to teach on Monday. There was only one agent helping us even though there seemed to be others in the vicinity. The line was painfully slow as people were asking all sorts of questions and not getting many answers. Eventually, we were informed that there were other agents at other stations we could see, but apparently this information wasn't relevant enough until we had waited for 45 minutes. I eventually got to the front of the line and was informed that I could be on a 10:24 flight. I jumped at the chance until she confirmed that it would be 10:24 Monday morning. I furiously agreed to reserve a flight that I could cancel should I find alternate arrangements. However, there were to be no cab fares or hotels paid for by United. We had to fend for our own damn selves without even so much as an apology.

6. Chicago III

After an unsuccessful attempt to secure a ticket leaving that evening, I tried desperately to rent a car to drive my damn self to Detroit's airport. None of the places I called had vehicles available for one-way travel out of O'Hare. I then went back to the customer service line and overheard two girls complaining about such a long drama. They had come from Sydney too! They were planning on renting a car and invited me to join them and another person who was coming from San Diego. I informed them that nothing was available and they advised me to check if there were any rental cars available in the Chicago area. The only places with cars available were at the other airport, Midway. We then decided to catch a cab to Midway and drive 4 hours to the airport ourselves. We inquired about our luggage. United was sending the luggage to Detroit that night without us. Apparently it was more critical to get the luggage to Detroit on time than the actual passengers. Had we decided to stay in Chicago, we would not have had the luxury of having our own stuff. No change of clothes. Nothing but our carry-on luggage. Lovely. When we asked when our bags would arrive, they said they didn't know but thought that they should be there before we got to Detroit. We got a number for the baggage department and our motley crew was off to catch a cab to Midway Airport. The two girls were both University of Michigan grad students and the other guy was a Marine who was going to be deployed to Iraq in 2 months after having already been there for over a year.

7. Chicago III

We caught a $60 cab to Midway and split the costs evenly. I was sitting up front. The cab driver was a young guy who was repeatedly distracted by text messages from a friend that contained dirty jokes he deemed worthy of showing me. He also tried hitting on one of the grad students. After about half an hour, we arrived at Midway and were able to rent a car through Hertz. Equipped with a map and heaps of bitterness, we were headed to Detroit unsure of the status of our bags.

8. En route to Detroit

It was relatively easy getting out of Chicago and thankfully we had no problem with weather. We split the driving responsibilities so that no one would get too tired. We shared our horrors and bonded in our unforeseen adventure. Although we were complete strangers, we were unified by our distress and had a great time. I tried several times to reach the United baggage department, but the automated message system would not let me speak directly to an agent and could not understand the words I was repeating when prompted. I suppose "Other problem" is too tricky to understand when told to say those exact words as one of the options. Eventually, I circumvented the issue by blurting out random stuff like "We're fucking lost" or "Sacajawea" to which the automated voice would retort, "I'm sorry. I'm having trouble understanding that." It eventually grew frustrated and transferred me to an agent, which was the goal in the first place. After being on hold another half hour, we finally were informed that our bags were to arrive at 12:41 from a later United Flight. Apparently, the staff shift was supposed to end at 11:30 for the night but they were staying late to assist with that flight. Unfortunately, we weren't going to be able to arrive until 2:30, at which point we were told they probably wouldn't be open and we'd have to check in the morning. Not only did I want my grooming supplies and clothes, but my lecture materials for Monday's classes were contained in my checked luggage. I pleaded with Nathan to go to the airport after the concert and pretend to be me to get the bags. As we were approaching Ann Arbor, he called and told me he was able to get them easily. I was thrilled. The girls decided that they would get their bags in the morning and chose to be dropped off at their places in Ann Arbor so they could sleep. Bobby and I continued to the airport and arrived around 2:30. Eventually, we met up with a very sleepy Nathan who had patiently waited for us for a few hours. I gave Bobby money to fill up the car with fuel and we led him to the baggage claim.

9. Detroit to Home

Relieved that I was back in familiar territory and had all of my stuff, I could finally relax on the trip home. Nathan and I were both completely fried from the day's events. We picked up some sandwiches and finally arrived home around 4:30 or 5 AM. I had to be up at 10:45 to teach the next day. I unloaded the necessary stuff and headed to bed after a nearly 40-hour ordeal.

I feel like I have been complaining a lot lately, but I honestly can not believe the incompetence and sheer lack of care that United exhibited for its weary patrons. They will not get my business again. I understand that certain things were out of their control like the weather. However, it shouldn't be too much to presume that workers would not damage the plane or that we could access our luggage in the event of cancelled flights. Am I being a drama queen here? I'll fully accept it if that is the case. I simply can't comprehend that there were so many preventable errors and so little care for the customer.

I congratulate any of you who were able to wade through this overlong post. I wouldn't advise anyone to fly with United.

Feel free to share your air travel horror stories.

Oh goodness.

Sacajewea, eh? I can totally picture you doing that, too!

holyshitunitedsucksass!

wow, that sounds like a nightmare.

Sorry kitty

You need a big damn ...and a drink!

Needless to say my lectures today were somewhat interesting.

Time to crash.

"Nightmare" was the first word that popped in my head upon reading your ordeal.

United Airlines isn't the only corporation to be happy to take your money and leave you high and dry if things go wrong (their fault or not). I completely understand your frustration and I'm glad you finally made it home in one piece.

Well i am flying United friday to vegas and back sunday. Let me tell you somethuing, every bag smasher at every airline are uneducated and overpaid!! I used to be one before i became a mechanic(grease monkey) at Northwest!!!! I understand your frustrations that day!! But Delta sorry azz cancel my Christmas flight last year to New Orleans (2004) saying u can fly me to Atlanta but we can't get u to New Orleans during Christmas!! DELTA SUX and i hope they go out!! United have good sales now from Minneapolis like vegas trip 176 roundtrip i am on, 199 roundtrip to Los Angeles and got for me and my boy in july, Trust me as a mechanic, i saw Northwest did worst. London/minneapolis and amsterdam flight, delayed every night!!!
[Edited 3/13/06 16:43pm]

So happy you are home and both you and Nathan are safe. What an incredible nightmare! United is one of the major reasons I've stopped flying. Welcome home sweetie and the same for Nathan

FIRST OF ALL YOU NEVER TOLD YOU GOT ENGAGED ya little shit ....


I am moving to (some place far away) in April....my last day at work here is the 20th.... its a secret.


Second of all I flew united once and I never will again...they stranded me in the OC for hours after a mechanical filure trying to get me on another flight....I literally had to stand in line for 3 hours to rebook my seat.

Love you lots and miss you bunches....Tell Nathan hi and I still love his cute little ass
[Edited 3/13/06 21:20pm]
[Edited 3/13/06 21:25pm]

good lord! that's just ridiculous

Give it a couple of weeks and then go watch Planes Trains and Automobiles for further therapy.

Stuff like this happens to me everytime I travel to the States... Cancelled flights, security nonsense, what have you. The worst was getting stuck in NYC with the blizzard a year ago, and a baby in arms, but can't really blame the airlines for that. However, they routinely misplace at least one item of my luggage on every trip.

Took advantage of my luggage burning up to buy only carry-on sized stuff, so I shall never again have to deal with the above again. I fly European airlines whenever possible, as well.

How come I'm the last to see this.
[Edited 3/14/06 9:40am]

On a lighter note, the Stereolab concert TOTALLY RULED!!!

Tell 'em the Mexico story Ian!

TMBGITW said:

Thanx Jess!

Where are you moving?

As a little sidenote....I read in the paper that airlines are going to start charging $15 extra to sit in the exit row. You will also be able to trade in frequent flier miles for the right as well. It's being done on a trial basis and if it's effective (which they say it will be because those seats are in high demand) it will be industry wide.

As most flights have a layover that would be 4 flights for most roundtrip flights which comes to $60 bucks for the extra legroom. Interesting and I guess surprising that it hasn't been done sooner.


.
[Edited 3/14/06 14:01pm]

Geez, sounds horrible.

I fly United religiously and I have had some pretty crazy stuff happen like this in the past. I have been a Premier/executive member for years now, and there really is a huge difference in getting things cleared up, being upgraded to First and Business class, free trips, Red Carpet lounge, etc. when you fly with them for a long time. I've become a really laid-back traveler, and I'm pretty used to late luggage. Sadly. God, I sound like I'm doing an ad for them or something,


And yeah, I've learned the hard way that they are not responsible for bad weather. I'd rather be safe and not fly in stormy weather. Chicago O'Hare is known for this. There's always some majot t-storm brewing there. I've been stuck at that airport countless times. I feel like it's my home away from home.


I fly on Tuesday to Argentina with them so I hope everything goes ok.

BUT, they just lowered the weight limit of checked bags to 50 lbs! International!

minneapolisgenius said:

Awesome! Be safe and have a great time.

GangstaFam said:

Thank you!

lovemachine said:

That is bullshit. Exit row seating should be reserved for taller passengers as they need more legroom. I can't even sit straight in the regular economy class.

No one on here wish me a safe vegas trip cause i am flying united screw you people!!!!!

saintsation said:

Have an exceptionally safe trip! And have fun!

I'm flying Air India from London to New York next week

Moonbeam said:

Typically, exit row seats are considered premium seating that is reserved for their frequent flyers. Also, you are responsible for all the procedures that go with sitting near the emergency exit. I work within and around the industry and I haven't heard of the charge that you read about. But I am going to look into it. I wouldn't be surprised if they do start to charge.

Kissmequick said:

Northwest Airlines announced it today. I think it's part of their 'get out of bankruptcy' strategy.

Jesus, Ian.

So the lesson is, for my international flight coming up, don't fly United?

Thanks.

Moonbeam said:

That is bullshit. Exit row seating should be reserved for taller passengers as they need more legroom. I can't even sit straight in the regular economy class.[/quote]

I don't know if I agree with you. I mean yes in an ideal fantasy world everything would be perfectly fair but is the airline supposed to measure people to see who the tallest 6 people are? Also, by this rationale shouldn't fatter people be allowed to sit in first class since the seats are wider?

I would think if it were important to taller people then they could pay the $15 fee.

lovemachine said:

I don't know if I agree with you. I mean yes in an ideal fantasy world everything would be perfectly fair but is the airline supposed to measure people to see who the tallest 6 people are? Also, by this rationale shouldn't fatter people be allowed to sit in first class since the seats are wider?

I would think if it were important to taller people then they could pay the $15 fee.[/quote]

I suppose it is a bit idealistic, but the money I pay for an economy seat does not get me the same value as the equal amount of money a shorter person would pay for an economy seat. Most people can at least sit straight forward in an economy seat. I have to angle my knees at 45 degrees just to fit them in. I don't know what the solution is, but I know that it really irks me to see people 5'4" and below in exit rows when I've pleaded for one and can't get one.