The following appeared in another group and I thought it worth passing on as it is well written without expletives. It gave me a better insight what happens when things don't go well for our customers.
=====
From: "Animated"
Allow me to tell you all a story, one about how a simple computer
glitch led to four days of chaos and luggage that has slipped into the
airline void.
On Tuesday I was scheduled to fly direct from Dulles Airport to
Savannah, GA on United Express. I'd already taken the trip in the
opposite direction, and had gone through with absolutely no problems
whatsoever. But little old me arrives at Dulles Tuesday, and what
strange sight awaits my eyes? Why, it's none other than a line around
the corner for United Airlines!
"WHAT?!" I say, in horror, for though I am two hours early, I know
there is no way I'm getting through that line in time for my flight.
But what can I do? I get in line and I wait...and wait...and wait...
Long story short, it turns out that the United computer had suffered a
meltdown and that they were HAND WRITING boarding passes and baggage
slips for all of the passengers. This worried me, this worried me
greatly, for as soon as I saw the lady at the United counter put that
sticker on I asked myself, "How will they know where to send my
luggage? Better yet, how will they find it if it gets lost?"
But I don't say these things out loud, no, for I have placed my name
and number on the lovely tags provided for that purpose, and I've
slipped a form with my address in big, blue letters on the inside of my
largest checked bag. And with the smaller one (One of those nice travel
bags, like a Coach brand one) Attached to the large bag (But still
perfectly accessible to the bag inspectors) How could anything go
wrong?
Apparently, everything could. Despite assurances from the United people
that all flights were being delayed until the computers came back on,
my flight left without me. United re-booked me for Thursday (After the
woman refused to put me on a flight on a sooner flight on another
airline) and sent me on my way.
Now, here comes my real gripe: I went immedietly to the United baggage
counter and asked for my luggage. The woman promptly tells me that once
my baggage has been checked I can't get it back, and that it will be
sent ahead on the new flight I'm supposed to be taking.
I shoudl have pressed the point, I knew it then-- because somewhere in
my heart, I knew that if I didn't, I wouldn't see those bags again.
But I didn't. Why? Because I don't want to cause trouble in an airport.
It's not the wisest thing to do in the times we live in. So I leave.
Thursday comes, flight cancelled due to weather. They book me on a
later United one that re-routes THROUGH CHICAGO, then arrives at
Savannah. I said, "What? You want me to fly for SIX HOURS to make a two
hour trip? Hell no."
So, I make them re-book me on a US Airways flight that gets me where
I'm going without fuss and with maximum efficiency. I arrive at
Savannah International on Thursday afternoon, full of hope but knowing
in my heart the truth-- my luggage won't be there.
Guess what? My luggage wasn't there. And apparently, because I took US
Airways, I can no longer complain to United because regardless of whose
fault it was, the last airline you dealt with has to clean up the mess.
To add insult to injury, the claim tickets that the United lady gave me
when my flight was first re-booked are useless, since they are recycled
tags that belonged to a fellow who went to Minneapolos weeks ago.
To sum this all up, I'm a college student who now has no clothes, no
toiletries, no shoes, no chargers or connection cables for any of my
electronics (save my computer cable, because I always carry that with
me) and unless my stuff is found soon, I'll be out hundreds of dollars
as I try and rebuild my winter wardrobe AND replace the various cables,
video games and game controllers that were lost along the way. To say I
am unhappy about all of this would be an understatement; and United's
refusal to handle the problem adds salt to what is still a gaping
wound. I know that I'm not the only one having this problem, but I
can't help but gripe. I'd think they could really only be in Savannah
or Dulles, but who knows? I just wonder if I'll ever see my stuff
again...
=====
From: "Animated"
Allow me to tell you all a story, one about how a simple computer
glitch led to four days of chaos and luggage that has slipped into the
airline void.
On Tuesday I was scheduled to fly direct from Dulles Airport to
Savannah, GA on United Express. I'd already taken the trip in the
opposite direction, and had gone through with absolutely no problems
whatsoever. But little old me arrives at Dulles Tuesday, and what
strange sight awaits my eyes? Why, it's none other than a line around
the corner for United Airlines!
"WHAT?!" I say, in horror, for though I am two hours early, I know
there is no way I'm getting through that line in time for my flight.
But what can I do? I get in line and I wait...and wait...and wait...
Long story short, it turns out that the United computer had suffered a
meltdown and that they were HAND WRITING boarding passes and baggage
slips for all of the passengers. This worried me, this worried me
greatly, for as soon as I saw the lady at the United counter put that
sticker on I asked myself, "How will they know where to send my
luggage? Better yet, how will they find it if it gets lost?"
But I don't say these things out loud, no, for I have placed my name
and number on the lovely tags provided for that purpose, and I've
slipped a form with my address in big, blue letters on the inside of my
largest checked bag. And with the smaller one (One of those nice travel
bags, like a Coach brand one) Attached to the large bag (But still
perfectly accessible to the bag inspectors) How could anything go
wrong?
Apparently, everything could. Despite assurances from the United people
that all flights were being delayed until the computers came back on,
my flight left without me. United re-booked me for Thursday (After the
woman refused to put me on a flight on a sooner flight on another
airline) and sent me on my way.
Now, here comes my real gripe: I went immedietly to the United baggage
counter and asked for my luggage. The woman promptly tells me that once
my baggage has been checked I can't get it back, and that it will be
sent ahead on the new flight I'm supposed to be taking.
I shoudl have pressed the point, I knew it then-- because somewhere in
my heart, I knew that if I didn't, I wouldn't see those bags again.
But I didn't. Why? Because I don't want to cause trouble in an airport.
It's not the wisest thing to do in the times we live in. So I leave.
Thursday comes, flight cancelled due to weather. They book me on a
later United one that re-routes THROUGH CHICAGO, then arrives at
Savannah. I said, "What? You want me to fly for SIX HOURS to make a two
hour trip? Hell no."
So, I make them re-book me on a US Airways flight that gets me where
I'm going without fuss and with maximum efficiency. I arrive at
Savannah International on Thursday afternoon, full of hope but knowing
in my heart the truth-- my luggage won't be there.
Guess what? My luggage wasn't there. And apparently, because I took US
Airways, I can no longer complain to United because regardless of whose
fault it was, the last airline you dealt with has to clean up the mess.
To add insult to injury, the claim tickets that the United lady gave me
when my flight was first re-booked are useless, since they are recycled
tags that belonged to a fellow who went to Minneapolos weeks ago.
To sum this all up, I'm a college student who now has no clothes, no
toiletries, no shoes, no chargers or connection cables for any of my
electronics (save my computer cable, because I always carry that with
me) and unless my stuff is found soon, I'll be out hundreds of dollars
as I try and rebuild my winter wardrobe AND replace the various cables,
video games and game controllers that were lost along the way. To say I
am unhappy about all of this would be an understatement; and United's
refusal to handle the problem adds salt to what is still a gaping
wound. I know that I'm not the only one having this problem, but I
can't help but gripe. I'd think they could really only be in Savannah
or Dulles, but who knows? I just wonder if I'll ever see my stuff
again...
