Nathan’s Daily Grind

I’m so glad this happened today, and not tomorrow (my birthday). Now where did I put that bottle of scotch…

From: Nathan Novak
Sent: Wednesday, September 08, 2010 8:52 PM
To: xxxxxxxx@united.com
Subject: Huge thanks to Louis for saving a horrible United experience

I called into the main United phone line this morning hoping to get our reservation (XXXXX) changed since we’ve booked an extra couple days at Disney World.  I was told by the rep I spoke to that there were no seats available on Dec 14^th for awards travel, and that the next available date to change the return flights to was Dec 20.  The agent then asked if I was willing to upgrade to Economy Plus “for $132”.  I pointedly asked 3 times if doing that upgrade meant I could fly on Dec 14, and I was told yes each time.  So I gave a credit card number and the transaction was completed.  I was told the flight numbers were the same with the upgrade – which reinforced the idea that the date had also changed.

I waited a few minutes after getting off the call for United.com to reflect the changes, and when they showed up the return flights were upgraded but were still booked for Dec 12.  The outgoing flights on Dec 3 remained in Economy.  I immediately called back and explained what had happened, and was again told that there were no seats available on Dec 14.  I was told to check back periodically to see if anything freed up.  I asked a few times if there were any regular seats available (not on miles) but I kept getting the same answer.  I also said that I wanted the upgrade backed out since I was misled into purchasing it.  I asked to be transferred to a supervisor but the agent got defensive and assured me he could help; I kept getting the same answers though – they wouldn’t let me even buy 3 seats at regular price. I gave up for the moment and said I’d call back after conferring with my wife.

We decided that we really wanted to fly on Dec 14 since there were some special activities we’d booked (and paid for) at Disney on those extra days, so I called back.  I got the same run-around where I couldn’t get a straight answer.  I asked to be transferred to a supervisor because the agent again was not answering my questions, and after some considerable back-and-forth the agent relented and transferred me … to a dead-end in the system that hung up on me after 25 minutes.

An hour or so later I called yet again.  By that time we had decided to give up on United for the return flight and I had already booked return travel for my family on Alaska Air (non-stop for roughly the same cost as the $150 change fee United would charge us anyway).  I wanted to get my return trip cancelled and the upgrade refunded.  The agent again pushed the “call back again another day” line and I again asked to be transferred to a supervisor, and predictably they didn’t want to do that.  So the agent cancelled the return flights on Dec 12 (I saw them disappear on the website) and then transferred the call to the refunds department.  I explained the situation after I was connected and the rep didn’t know what to do.  She put me on hold for a few minutes, then came on line and said she was going to transfer me to a supervisor.  I was on hold for about 45 minutes … and then the same rep came back on.  She said she couldn’t figure out the phone system or had some technical issue, and then she tried to help again, and then tried to transfer to a supervisor again.  I was on hold for another 15 minutes and someone finally came on, heard what had happened, and said she had credited me $279.

I went to lunch, and when I got back I checked the reservation again and the return flights on Dec 12 were back, and now not only the 12/12 but the 12/3 flights were also upgraded to Economy Plus.  I checked the e-receipt online and found I had been charged twice – once for $279 and then again for $264.  Keep in mind that I was told the upgrade was $132, and of course that the upgrade would also get me on flights for Dec 14.  At that point I was fried, and I had real work to actually get done.

I called again tonight and was eventually connected with Louis.  He was the first person I talked to who could fully speak and comprehend English, and he quickly realized the pickle I was in and vowed to do what he could to help out.  He also let me know the ins and outs of the Mileage Plus travel program (1-way and round-trip flights are the same cost in miles) and that to get a 1-way ticket would be a change fee of $150 (I’m assuming per seat).  Louis worked with his manager to properly note the account with the erroneous upgrade charges and got our tickets put back in Economy and got seats assigned.  He also worked with me to get the security questions answered for the itinerary and let me know how to contact the refunds group via email.

Needless to say this has been a completely horrible experience with United Airlines, and this trip is likely the last I’ll be taking with United.  All that being said, I want to commend Louis for being exceptionally understanding, level-headed, comforting, and helpful.  Louis was remarkably professional and let me know that he’d do whatever he could to ensure things were set straight.  As I’d say to one of the guys on my team, Louis had a “gold star” moment.  Please thank Louis again for me, and share his commendable devotion to customer service with your management chain.

Thanks.

Nathan

It’s been a long day.  2 days.  3 days … week.  We’re doing A LOT of work this week and, unfortunately, we’ve got some dependencies on new circuits being delivered for new/enhanced services to our Baltimore office.  Nothing seems to go well on this trip, and we’ve been running into issues at every turn.

But a few minutes ago I was able to go to my “happy place” because of an email I got … announcing I could check in for my flight home tomorrow evening.

From here on out, no matter what happens, I’ve got my ticket outta here – literally. 

Driving over here in England is “great fun”.  I’ve actually gotten to the point where I’m comfortable driving on the wrong side of the road, and on the wrong side of the car.  I can even take roundabouts at maximum speed! 

The flat I’m staying at in Reading is across the street from a major mall with lots of restaurants, so that’s nice and convenient!  Ironically there’s a Chili’s, Starbucks, Pizza Hut, McDonalds, and even a Krispy Kreme, along with a handful of other restaurants lining both sides of the river next to the mall, so a taste of home is not too far away.  I’m still getting my morning Starbucks hot chocolate!

This morning on the drive to the office (in Kingsclere – about 25 minutes south on a bunch of back roads) we discovered a new style of music on the radio I’ve never heard before: punk rock with bagpipes.  Only in the UK!

Well, back to work!  If you’d like to catch up with the travels of one of Kaitlyn’s favourite toys, Milk Dud, keep an eye on http://novaks.smugmug.com/gallery/4450616_eVN9K#261634527.

It has occurred to me that there seems to be a rule for women here in LA; at least those here in the downtown financial/business district.  Okay maybe not a rule, but perhaps a rule of thumb.

High heels must be at least 33% taller here than anywhere else in the country.

GOOD GRIEF ladies – I don’t understand how you do it!?!  That’s gotta hurt!

It’s like flats here in LA are really 2″ heels … and all shoes go up from there.  Heck, even the trendy surfers-turned-businessmen have significant heels on their patent leather shoes!

Anyway, here’s to me walking around in my slip-on Merrils with no heels at all.

When I was still at TechEd in Orlando last Friday I had the opportunity to see the Space Shuttle lift off.  Some of the guys from my office skipped a few sessions on the last day of the conference to head out to the cost for a good view.  I didn’t, but I still got to see the show from about 45 miles away.

IT WAS AMAZING.  Definitely something burned into my memory for the ages.  We saw the craft from shortly after liftoff,  through booster separation, and until the then-tiny spec of light disappeared.  It was so awesome to actually see the rope of fire coming from the engines.

Here are a couple of pictures courtesy of folks who posted pictures to Flickr that are pretty close to what we saw.  Click on each picture to link to the original up at Flickr.

I was probably standing about 50 feet from where this photo was taken, so this is the best example of what we saw during liftoff.  This picture was taken after the solid rocket boosters burnt out as the contrail just dies out.
 

 Later in the evening the contrail morphed into an amazing display.

I’m sitting in the Orlando airport waiting for my flight right now.  The morning started off an hour earlier than I had anticipated with United paging me to tell me that my plane was now in queue for departure.  This is a regular email they send me about 2-3 hours before a flight.

When my Blackberry woke me up I assumed it was my alarm.  So I got up without worry.  When I actually checked my Blackberry I found that United’s email indicated my flight was departing at 6:55a.  My itinerary had it leaving at 7:40a.

Oh shit.

I called the bell desk to see if there were any towncars out front.  Nobody home – transferred to the operator.  I explained the situation and asked for a towncar.  She transferred me to a bus shuttle service.  Reservation made – hopefully they’ll be able to get me there in time.  I threw the few items I had out for getting ready in the morning in my bag and headed out ASAP.

The folio left under my door while I was getting dressed didn’t charge my room to a card – manual checkout required.  The person at the front desk said that they only had the credit card I gave them at check-in on file, even though the room was supposed to be paid for by a corporate credit card.  Whatever – I’ll take the airline miles.

I get out to the curb and viola – two towncars!  Screw waiting for a bus, I’m outta here!

Arrive at airport: long lines.  Thank goodness I had upgraded to first class so I could go to the shorter first class line.  More delays from stupid people.  How hard is it to make flight arrangements folks?  It’s not rocket science.

My flight is “very full” and I’m 3rd in line for a first class seat (in first class standby on this leg, first class confirmed for LAX to SEA).  Because I upgraded with miles and one of my two legs me in first class they’re going to dock me for first class mileage for the whole trip (not prorated).  I joke about it with the agent and she moves me from the “back of the bus” up into the economy plus seats.  More leg room … YAY!

I get through security without too many issues.  The folks who Disney rejects because they have crappy customer service skills are evidently hired by the TSA.  Right in front of me a little 4 year old boy got yelled at because he didn’t have his own boarding pass in his hand.  Nice…

Make my way to the gate and find a seat.  There are no signs that say what flight it is and I want to make sure I’m in the right spot.  I get up to ask a gate agent and the power goes out.  About 30 seconds of darkness.  Nice…

I am in the right spot so I settle in for a bit of a wait – they’re boarding another flight at my gate.  The outside lights on that light up the planes and working areas go out for a couple minutes.  What the hell is with this airport?

And this is just the beginning.  OYE VAY!