Third installment . . . and this is the long one.
I arrived at the airport a little later than I would have liked to — largely due to the pimple-infested donut-eating Dollar rental car agent (unfortunately clad in a pair of big boy shorts that look more like gauchos from the 70s [not a good look]) who moved at a glacial speed while checking in my car. Thanks to sausage fingers, I missed the first shuttle bus back to the airport.
The next one arrived 10 minutes later, just in time to also retrieve an Italian family of 5 (including 3 toddlers) who spoke about 5 words of English between them. The father had a surfboard, which made me wonder if he at least knew the English word “shark.” It took them forever to board the bus, and another eternity to get off the bus at their terminal.
Mine was terminal 7 – the last terminal. Because, really? Isn’t it always the last terminal when you’re in a hurry?
I zoomed to the kiosk, thinking that I was ahead of the game. I had checked in the night before online, and even paid for the behemoth 50 pound suitcase that was struggling to remain upright on its casters. I typed in my ticket number. The machine flashed an angry error message. I inserted my credit card. Still no clue. I reinserted the credit card. It clearly had no idea of who I was. I moved to the next kiosk and inserted my credit card. Paydirt.
But there was a problem. By the time I was finished screwing around with the ghost in the machine, I was exactly four minutes too late to check my bag.
Well, fuck!!
I went to the agent, who told me (with a bit too much glee in his voice), that I would have to catch the next flight. I offered to let my bag go on a later flight, as I still had 40 minutes to catch mine. He shook his head no, and explained that since 9/11, they have a policy that passengers must travel with their luggage. (Since the agent had a Muslim surname, I thought better of saying what I wanted to say: “do I LOOK like a terrorist?”)
He directed me to a line that contained easily 50 people – most of whom were traveling to Taiwan, by my estimation. The woman behind me kept asking me if I was in the right line. I don’t really know why she cared. I was already irritated and inclined to tell her to mind her own business (while silently trying to keep myself from cracking her in the mouth), although it occurred to me that she had a point. WAS I in the right line??
In the meantime, my good friend Christina called to say that she wished we could have spent more time together. I saw her the first night I was in town and hadn’t seen her since. I told her about my travel woes and she volunteered to retrieve me from the airport if I wasn’t able to clear the list.
When I finally made it to the front of the line, I was told that I would have to fly standby on the next flight, and that my chances of making that flight were about equal to my chances of winning the javelin toss in the next Olympics.
He checked my bag, which I found ironic since there was such a low chance of my making the flight, and allegedly, separating a customer from his/her luggage is against policy and the very reason that I couldn’t catch the first flight.
I ambled through security (but not without having a mini-nervous-breakdown and making a hysterical call to the BF, who was in the middle of a shoot and didn’t really have time to deal with me, although he was trying to be nice. He talked me off the ledge by saying that if I got stuck, I could crash in the house where he was staying and we could spend an extra night together. One bright spot. ).
I arrived at the gate and peered up at the screen, where I saw myself listed as #9 on the standby list. I went to the agent, who was surprisingly pleasant, and she advised me against trying to get on any of the overbooked flights during that day, and saw that there was exactly one seat available on the flight that was leaving the next day at 8:09 am. She pointed me in the direction of the in-terminal customer service desk, and off I went.
(When I was a kid, I would call what I did “pulling an OJ,” which at the time referenced his famous rental car commercials in which he ran through the airport to make his flight. Using that same phrase now would raise several eyebrows. Damn him for messing up my reference point. But I digress . . . .)
I made it to the customer service desk and joined the line behind four people while the customer care agent leisurely helped one customer and didn’t seem to have a care in the world for the antsy people whose travel schedules relied on her attention.
Because, really? There is NO calm person in that line. Anyone who is paying a visit to the in-terminal customer service agent is having a travel catastrophe and is generally in dire straits. And, also? The customer “I don’t care” agent didn’t give a shit, which made everyone that much crazier.
I was the least calm, given that I had just a few minutes to secure one little seat before the other 81 people who were flying standby that day began to jockey for my position. If they hadn’t already.
She wasn’t moving fast enough, so instead of standing there powerless with steam emanating from my ears, I whipped out my cell phone and called United Airlines customer service. Instead of punching in numbers to further the menu according to my specific situation, I kept screaming “representative,” until a live voice answered the phone.
I will admit that I was slightly obnoxious, but the good thing about being in a line with other desperate people is that belligerent acts of despair will not garner dirty looks. You will, in fact, receive looks that are the visual equivalents of high-fives, and if you seem to be making progress, others will emulate you. By the time I was done at least two of my other line-mates were picking up their phones in frustration and taking matters into their own hands.
The customer service rep was in India, which I felt was the Universe’s way of bitch-slapping me for thinking murderous thoughts about any number of people, including the sloth at Dollar, the original ticket agent, the inventor of the kiosk, and that nosy Taiwanese lady in the first line.
It took him forever to find my reservation (which made me believe that he was the mastermind powering the kiosk), and I had to correct him about the spelling of my name (three times, but who’s counting). He confirmed me on the flight, and swore that there wouldn’t be an extra charge (you see where this is going, right?).
The call ended on a positive note, and he assured me that he would email my confirmation letter.
In the meantime, Christina was kind enough to pick me up and hang out with me. We did the girl thing – lunch and shopping.
While shopping – in fact in the dressing room – I received a call from the car service that was supposed to retrieve me from the airport in Chicago.
Seems that in my flurry of activities, I forgot to call and cancel. Totally my fault, but the guy from the limo company was a little attitudinal and told me they were “worried about me.” (Kinda weird, but whatever) I tried to explain my day, but he ignored me and said that that he would have to charge me for the ride due to their four hour cancellation policy.
I was tired of haggling, so I agreed and hung up the phone.
And then I remembered who I am. (That line was put in especially for Stacey, Jen and Tracey, who got such a kick out of it when I told this story at the last girls’ lunch).
I took off the horrible dress that I was trying on (Michael Kors, you disappointed me!), called right back and told the guy that I needed for him to work with me on that charge.
He was snotty and sounded offended that I hadn’t even bothered to call them and tell them that I had missed my flight. I told him to pardon me if the limo company wasn’t the first call on my list as I struggled with airport issues, luggage issues, fighting the urge to grab incompetent people by their throats, and being essentially stranded in LA. I also pointed out that my flight was over four hours long. Even if I had called right after I missed the flight, I would have violated his precious cancellation policy. He was unsympathetic and told me that they had dispatched a car to pick me up and that driver needed to be paid.
And that? Was where he fucked up.
In a previous life, I was a career traveler and spent 5 days on the road on consulting assignments. I hated it, but I learned a lot. One of the lessons learned is how limo companies work. Most of them have drivers that hover around the airport in holding tanks waiting for customers with reservations as well as any who might have a last minute need. They don’t send random cars to wait for people who haven’t called to confirm their landing.
I might have also mentioned that I would utilize social media to my complete advantage if there wasn’t some sort of reasonable solution. Preferably one that didn’t cost me a dime.
I think I had him at Twitter. He put the owner on the phone – a perfectly reasonable and congenial guy who dropped the charge as soon as he heard that I wasn’t within 1,000 miles of Chicago.
I looked down and realized that I’d had this entire conversation in a dressing room, in my underwear. I needed a glass of wine, dammit! Or perhaps an IV.
A few hours later while flopped across Christina’s couch, I realized that I hadn’t received a confirmation letter for my flight, so I took a deep breath and logged in to my United Airlines account. I saw where I was confirmed, however there was an ominous red message that instructed me to call United due to a problem with my e-ticket.
Great.
I called and got someone on an altogether different continent. Perhaps the Philippines? That agent told me that there would be an extra charge that had to be processed before the ticket could be finalized. I KNEW it!
Here’s the remainder of that conversation:
Me: “[sigh] okay. So, how much is the charge?”
Agent: “Well .. . it’s $700, m’am.”
Me: “WHAT???”
Agent: “Yes, it’s $700.”
Me: “$700 MORE?”
Agent: “Yes, m’am.”
Me: “So . . . you’re telling me that it’s going to cost me an ADDITIONAL $700 to fly back to Chicago?”
Agent: “Yes, m’am.”
Me: “You DO realize that I could hire a chauffeur to DRIVE me back to Chicago for less than $700, right?
Agent: “Uhh . . . yes, m’am?”
Me: “Okay . . .I need to speak to a supervisor, and to be clear I need for THIS supervisor? To be located in the UNITED STATES.”
A few minutes later, I got Marvin. I liked Marvin. Marvin sounded like he lived in middle America, and while that’s not normally a bonus in my book, I was grateful that Marvin at least got my name right on the first try and had sympathy for the situation. He only charged me $75 to change my flight, which, while it was about $75 more than I wanted to pay, it was significantly better than $700. He also suggested that I write a letter of complaint to customer service. I liked Marvin even more.
I didn’t push my luck by asking for a window seat. Because I had the last seat on the flight, my seat assignment was probably the equivalent of “middle seat in between two mothers with a colicky infant on one side and an overzealous nauseous toddler on the other.” I didn’t push it.
I was all set. FINALLY.
The only other bummer was that the BF’s shoot ran so long that he didn’t finish until after I had left for the airport. Typical.
Sigh.
But I got back. Exactly three hours before I had to host a Six Brown Chicks meeting at my house. Whoo hoo!
Stay tuned . . .