In the greater scheme of things, the trials of the trip home were not enormous. Clearly, we had full bellies, clothes on our backs, and were returning from an amazing 10 days in Europe. Our troubles result from the inexplicable lack of responsibility of (1) corporate America and (2) the dribble down effect it has on its employees.
United, as a corporation, is focused on the profits it can derive from its average of more than 5,300 flights to more than 370 airports across six continents in any given day. It employees 85,000 individuals. Each one of those make up the face of United. United's focus should be its profits, after all this is the backbone of capitalism. However, when the sole goal is profits without regard to the quality of the product or service, the scheme begins to fail. United failed. The individuals that I encountered failed. I did not see pride in their company, in their position, or in their individual work ethic.
The individual or department that opted to have our connecting gate be as far as logistically possible from the international arrivals should be fired. If United books the dang last leg of the flight and allows for an hour and half layover to get through customs, locate ones bag, dump it immediately on a different conveyer belt, pass security (again), and hustle through the airport, then the least they could do is put the connection at a logistically possible location to reach.
But, I know logistics can be a challenge. I can even give them that the Kansas City connection likely has the fewest possible passengers making a connection. However, the fact that they closed the door ten minutes early is NOT ok. Especially, given we ran through two terminals and took a train to get to the other terminal and reached the gate with time to board-at least two minutes. Further frustrating the entire experience was that the plane was STILL at the gate. I asked them to open the doors again, and of course they wouldn't. So there we were at our gate, looking at our plane, and denied access. Clearly, this was a problem not of our making. United created this problem, but they would not solve the problem.
We had passed a customer service desk just three gates down from ours. At the time, I noted its location but given more time to mull over the situation I now find it especially curious that there is a permanent customer service desk with three employees set up in this terminal. The A terminal is an added on after thought which required us to take escalators up, escalators down, passing through some sort of airlock and going down another flight of steps. Why is there a customer service desk in this after thought of a terminal? My guess is that it has something to do with the complete lack of focus on anything other than money. My guess is that United has innumerable passengers daily that miss connections that require rebooking assistance. While the customer service desk is a handy and somewhat helpful response to a clearly repeating problem, wouldn't it make more sense to address the problem? That is-why not close the doors to the plane at the designated time_or at least the appropriate time_ rather than rebooking angry passengers?
United, shouldn't the focus be on NOT having a problem rather than on correcting a repeating problem that you caused? If United made a product, rather than provided a service, the fact that their product didn't work a predicable number of times would put them out of business. Can you say YUGO?
The customer service agent, to whom I really did try to be nice as it was not going to benefit anyone for me to be snarky to her, did attempt to get us out of Washington the night we arrived. The customer service agent told us United had no additional flights that night after looking in her computer. I had gotten on Kayak.com immediately upon entering the queue. Kayak said United had seats available on the 9:51 pm flight into MCI. I told the customer service agent this and she was nice enough to look through her computer again, but said there were none. I gave her the flight number, the name of the carrier dba United and still she said none were available. Given that United, and all other carriers as far as I know, operate on the amazingly antiquated AS400 terminal system (computer talk from the late 70's I think) and that Kayak operates on this newfangled invention we call the internet, I'm betting there were seats available. But I can't manufacture my own boarding ticket and was at the mercy of this woman.
She did offer us seats out of Reagan on USAir, but there were a few catches. We'd have to get to Reagan on our own and on our own dime. It is a long and expensive taxi ride. It also required that we would be able to do it in a very tight time schedule in order to make the 7:30 flight. We were in Washington DC during rush hour the day before a giant snow storm was to hit at a terminal as far away from the main airport concourse as was possible. There was an unbelievable high probability that this feat could not be accomplished even by the most seasoned and experienced traveler.
Out of options, we were booked on a flight the next morning. I asked for a voucher for a night accommodation. She gave me an advertisement for a number to call to get a discount for airport lodging but absolutely not a voucher, nor any overnight necessities_toothbrush, comb, sleeping clothes, meal voucher, drinking voucher (which clearly I needed by this point)_not even a smile or and apology as she scooted us on so she could assist the next person in the line which had mysteriously grown by at least 50 people.
Libby was struggling to hold in her sobs as we stepped away from the desk. She needed to get to Lawrence to get to the first day of classes. You have to admire the kid for being so dedicated to school. I tried to calm her down and told her I would spend my entire day shuffling her to campus and back home so that she didn't miss any class. Her dad, bless his soul, has a way with her that can calm her. He sent her a text and she found her composure again.
Her dad also helped me get the number of the marriott at the airport because in the dungeon terminal I was in I couldn't get cell reception or wifi to search the internet. I could get calls and texts sporadically. Of course, the speakers were up so loud in that terminal I couldn't hear on my phone, nor could the person on the other end hear me. I am convinced the speakers are turned up to muffle the end of irate passengers screaming at the stupidity of United.
Oh, and did I mention that on the international leg of the flight, United closed the duty free shopping an hour and half early so that the attendants could go on break? Yes, I had two purchases I wished to make and they would not reopen duty free. The attendant offered me a drink or a small bottle of champagne instead. Uh, that's not really going to assist in my gift purchase. Although, if I knew what was ahead of me, I would have taken it and one to go.
I feel for the poor folks that did purchase duty free liquor though. After standing for an hour plus and getting through customs, picking up our bags and depositing them on another conveyer belt to be sucked into the bowels of the airports, and while standing in line for the security re-screen, the border agent or the TSA agent announced that if your duty free liquor was more than three ounces you could (1) turn around and go back and check it (uhhhh-the bags were already on the conveyer belt to be transferred to the connecting planes) or (2) pitch it. Wouldn't that have been good information to have before United took the money for the liquor? Or at least posted at the baggage transfer area?
The $300 I spent to stay an additional 15 or so hours in Washington DC due to no fault of my own, isn't massive in the overall scope of my income, but it is four months of fuel for the car, a month of groceries, or a lot of fun activities for the family. The almost conspiratorial set of coincidences that set up my additional expenditures makes me wonder if this isn't somehow part of United's business model . After all, the government collects various statistics about airlines_on time departures, capacity of flights,etc. If I am rebooked, do I get counted twice as a passenger and on two different days? If they would have opened the door of our connecting airplane after closing it, it definitely would have changed the statistics and likely made the flight a late departure. I know the crew only begins being paid after the doors close, so they have no incentive to reopen a airplane door. The whole scheme is flawed. For the price of my ticket, I would expect a modicum of professionalism. It is a sad state of affairs that people do not take pride in their work, company, or themselves.
As far as I know, I did everything I should: I had a printed boarding pass, I was prepped and ready for customs,I passed security quickly and efficiently, I complied with all regulations, through no fault of my own my connection left without me, I requested rebooking, I requested overnight accommodations, I requested a meal voucher, and an overnight necessity bag. What did United offer me? An advertisement to call for discounted hotel rates. Is United in cahoots with the airport hotels?
United, you fail and United you fall. Today begins my campaign to make sure that United's CEO Jeff Smisek hears my voice, and the voice of all United travelers that this situation is not acceptable. I hereby declare myself the squeaky wheel. Mr. Smisek, you will hear from me.