Friendly skies, my ass II: I'm not the only one
Remember a couple weeks ago when I gave a noogie to United Airlines?
I'm not the only one to have flown the unfriendly skies, it seems. Friend and fellow blogger Jay Manifold of A Voyage To Arcturus (which I will get around to blogrolling someday, promise - JUST AS SOON AS YOU BLOGROLL ME, JAY!!!) relays this account of a trip he took about the same time as mine:
...by the time I got to Logan on Wednesday the 9th, bad weather at O'Hare was stopping most outbound flights and I was immediately shunted into a long line to be rebooked. Got through that, then waited extra hour and a half to board new flight, which was just about to push back from gate when full "ground stop" was announced.
After a couple of hours things improved at O'Hare but weather began affecting Boston end, specifically "vector" which led over Manchester, NH. We left 4½ hours late.
Arrived at Chicago too late to make connection to KC (or much of anything else) and was directed to customer service desk, another huge line. Shortly after midnight they closed it down and told everyone to leave. Fortunately by then we'd been issued discount coupons for hotel rooms; unfortunately upon calling the toll-free number I learned that the nearest available lodging was half an hour away by cab.
Decided to go for it anyway, made reservation, proceeded to cab stand, and encountered the biggest line yet -- looked like 1,000 people but was probably somewhat less. Inched to front of line, began asking cabbies if they took credit cards. They're all supposed to but the first 5-6 all refused. Finally found one who said "of course!" and informed me that the others had all been either lying or operating illegally, as the ability to handle credit-card payment has been a requirement for Chicago cabs for some time now.
Started to hotel. Tried to call United reservations to rebook KC flight for Thursday. Spent 20 minutes on hold, spoke to agent, who was looking up flight when call dropped. Called again; this time call dropped while still on hold.
Cabbie got lost (twice) and cab started having electrical problems w/wipers, headlights, etc, but eventually we made it to hotel, where I encountered, at 1:30 AM, another line (I would conservatively estimate that 5,000 people got stranded at O'Hare that night). Nor had the hotel received the reservation info. Fortunately they had a few rooms left.
Tried to use the in-room phone to call United again and discovered that 1) it wasn't plugged into the wall and 2) there was, in fact, no phone cord anywhere in room. Used PCS phone again -- it worked this time. Decided to rebook on 2nd flight of day rather than 1st so as to get more sleep.
From then on, things went pretty well, considering the seething mass of humanity I encountered at O'Hare when I returned around 10 AM.
Which is not to say that the experience didn't leave me with some very definite ideas about process improvement, starting with replacing the current airway/vector system with something much more flexible and decentralized. Grrr.
Perhaps, perhaps not. But it's my belief that the people at American, Delta, etc, are just plain nicer than the ones at United.
Then again maybe it was just typical Chicago...