I arrived at my office in downtown DC about 6:45am or
so, and while sitting there sifting through holiday related mail and such, I
received an email from United saying the flight had been delayed due to
mechanical problems and was now scheduled to take off 2 1/2 hours later at
11am. My mom amazingly navigated her old-school cell phone and called me noting
her flight had been delayed. She seemed fine though, and being the trooper she
is stated that she’d be OK. About 10:45 United sent an email saying the flight
was delayed another ½ hour and would now take off at 11:30. Shortly before
11:30, they sent another email saying the flight was pushed back another half
hour to 12:00 noon. Sometime after noon, as I sat and enjoyed lunch with my
boss at a downtown restaurant, United sent another email saying the flight was
delayed another hour to 1pm. Not long before 1pm, they sent another message
saying the flight was now delayed until 6pm, this time due to “Aircraft
Change.”
By now my elderly mom had been sitting in the at the
gate in a wheelchair for over 7 hours. She called again (two cell calls in a
day is equivalent to a trip to the moon for her) in good spirits a little after
1pm, saying she was planning to wait it out. I offered to come get her, but I
guess when you’ve lived through a Depression and a world war, airport delays
don’t seem like that big of a deal. My boss being the mensch that she is
suggested I go to the airport to see what I could do, so I schlepped the 30
plus miles back out to Dulles about 1:30 and arrived there shortly after 2pm.
The unfriendly ticket supervisor, who appeared to have
done most of her undergraduate customer service training at McDonalds or some
other high-caloric establishment, reluctantly provided me a security entrance
pass so I could go see if my mother might need anything after her now eight
hour airport stay. I found her in the gate area slumped in a chair with her
head down sleeping, sitting along-side some other older passengers who seemed
among the few to be waiting out what would be a scheduled 10 hour delay in the
gate area. I fetched a cart driver and had him drive my mom and I over to the
Red Carpet lounge on the other end of the D Terminal. It was a treat for my mom
to enter the secret world of airport lounges, and as we sat kibitzing over
complimentary screw-top wine and individually wrapped processed cheeses, I
couldn’t get over the fact that she was in such good spirits. I asked her about
it, and she simply replied “what are you going to do?...some things you just
have to deal with and it’s not going to get any better by getting mad.” Well,
that could be true, but when the next email arrived about 5pm stating the
flight had been delayed again (now due to crew) until 6:45pm, my blood started
to boil.
Shortly before 6pm we received another email saying
the flight had been delayed until 7:30pm (again due to crew)…so I walked up to
the ticket agent in the lounge and calmly explained that my mom had been there
for 12 hours and that she was fading. I politely asked if we could re-book to a
different day, and was matter-of-factly told that they could not rebook without
a fee unless the delay was weather related. Determine to prove my mom’s theory
about not getting mad wrong, I hit the ticket agent in the face with my clinched
fist. I’d never hit anybody that hard before…especially directly in the face.
When my fist sank deeply into his facial flesh…there was a certain
momentary satisfaction that is hard to…OK wait…that’s not really what
happened…that’s only what I wanted to do. Instead, I politely re-explained that
my 83 year-old mother had been sitting in the terminal for over 12 hours, and
that it would be nice if United could find their way to booking on another day.
I then suggested that even if they could not, it would be smart for the agent
to pretend that he gave a rat’s ass and at least go through the charade of
looking as if he was searching for availability before apologetically telling
me he’d tried valiantly, but that it just wasn’t possible.
A nearby agent overheard the conversation and
graciously offered to help. She politely and professionally rebooked my mom for
Saturday, called to have her bag retrieved, and arranged for a wheelchair
porter to take my mom back to baggage claim to get her bag. When we arrived in
the United baggage claim area, there was no bag, but after the rigmarole to end
all rigmaroles, the bag amazingly showed. An hour later we were back in DC
sitting fireside, recounting the drama over a glass of corked wine as
additional emails from United kept coming, announcing the flight was delayed
until 8pm and then again ‘til 8:15pm, and then 8:30pm. Shortly after 8:30pm,
United sent out an email notifying us that the 8:30am flight, now
delayed a full 12 hours, had been canceled. In some ways it was validation that
we’d made the right call, and I went to bed feeling good about the decision to
rebook to Saturday.
At 4am on Friday I awoke to let the cat out and start
my workout. When checking my emails I noticed an early morning email from
United stating my mom had been re-booked on a 7am Friday flight…not the
Saturday flight we had arranged in the lounge (and I had a ticketed receipt
for). I could tell you about my next call to the airline, but that wouldn’t
really serve any purpose. What’s the point of all this? Well, unlike most of
the drivel that appears here the point to me seems to be to fly U.S. Airways or
some other competent carrier. However what is amazing to me is that for the
most part the United employees seemed to be trying, but the company just
couldn’t seem to get it right. Seems to me when you’ve been in business as long
as United, you should just be better at this whole flying game. I mean, I’ve
been playing golf for over 40 years. I still shoot far from par…but I’ve gotten
better and no longer shoot in the 120s. If I did, I’d just quit. To me, United
just seems like they’re not getting any better, and for the sake of the airline
industry, I really wish the company would try.
What’s the real point of all this? Hug your
mother…however taxing on your nerves. The people that matter to you won’t be around
forever (nor will you), so take some time this weekend and devote it to the
people and pets that matter the most in your life. Have a good weekend…and start
is with a little good music.
BTW...Sorry for all the mispellings and typos. Didn't have time to proof this even once today. Spent the morning on the phone with the airline.