The Art Of Choosing Lines
Lines are interesting things... no matter what should happen... nothing is for sure! Today I got bit in the butt big time by a bad choice in lines... I'll explain... but first let me apologize to my buddy Kevin whose wedding I will now most likely miss because of this bad choice. Sorry man! I hope to catch you all at the reception!
So, I'm no stranger to airports and checking-in with United Airlines. At most airports I've been to in the last year or more I've easily been able to arrive, check bags, and get through security within 45-60 minutes. And that usually involves sitting at the gate for 10 of those minutes. United has priority check-in for all of their members who have at least Premier status... which typically never has a line and gets it's repeat customers through the process quickly.
So this is where my line choice ends up biting me in the butt! I arrive 1 hour and 6 minutes ahead of my scheduled departure time... and promptly head to the check-in counter. As I approach, I see 20-30 people in line around the automated check-in terminals... and the Premier line has three people being helped with no one waiting in line. It's an easy choice... three people working and no one waiting. So I await my turn...
I wait for 10 minutes... during this time I debate about changing lines... but the 20-30 people line stays about the same... even though it is moving at a regular rate. So I wait... the only person in the priority line. Finally the first group is finished after 15 minutes... but I am told by the United employee behind the counter to wait because she forgot to place a routing ticket on one of the bags she just finished checking!! So off she goes to find this wayward bag and I'm left waiting. Another 5 minutes pass and the second customer is now finished being helped... but yet again, I'm told to wait while the United employee runs over the paper work he just finished up on with the previous customer.
Finally, 22 minutes after I began standing as the only person in the priority line, I am at the counter. But what?!?!? I'm now too late to check-in for my flight. It's now 44 minutes before my flight is to depart and the check-in gets locked out at 45 minutes.
"You've got to be kidding me!!" I complain in a slightly anxious voice. "There is nothing you can do? Can I speak to a manager?" And off he goes... I watch as he slowly wanders around the check-in area... and back out to the curbside check-in looking for his manager. And who should he return with another 5 minutes later... the first lady who had forgotten to put the routing ticket on the bag!!! What luck!!
Neither are able to do anything at this point because it's now around 30 minutes before my flight is to leave. It's boarding and I'm not even through security. "So, what's the fastest you can get me to Santa Barbara?" Their response... two and a half hours after I was originally supposed to arrive... and too late to make it to my buddy's wedding!
You could say that I'm mildly perturbed at this... but try to maintain my composure. Shouting at the check-in counter isn't going to do anyone any good... and I'll just look like an idiot. So I take my new boarding passes and walk away. Contemplating the best way to let United know I'm frustrated with them... an online complaint is what I have to settle for.... as it is Saturday and no upper management is at the airport for me to speak with.
On a nice note... the second employee has rerouted me through San Francisco to save me an extra hour of waiting in LA. He has also given me the exit row on the flight into SB which has an extra foot of leg room. Nice... but arriving when I needed to would have been nicer.
So, the real killer is that I most likely would have been on a plane and closer to home at this point if I had gone through the longer line in the first place! Who would have guessed it!?!? The longer line wins out!
So, I'm no stranger to airports and checking-in with United Airlines. At most airports I've been to in the last year or more I've easily been able to arrive, check bags, and get through security within 45-60 minutes. And that usually involves sitting at the gate for 10 of those minutes. United has priority check-in for all of their members who have at least Premier status... which typically never has a line and gets it's repeat customers through the process quickly.
So this is where my line choice ends up biting me in the butt! I arrive 1 hour and 6 minutes ahead of my scheduled departure time... and promptly head to the check-in counter. As I approach, I see 20-30 people in line around the automated check-in terminals... and the Premier line has three people being helped with no one waiting in line. It's an easy choice... three people working and no one waiting. So I await my turn...I wait for 10 minutes... during this time I debate about changing lines... but the 20-30 people line stays about the same... even though it is moving at a regular rate. So I wait... the only person in the priority line. Finally the first group is finished after 15 minutes... but I am told by the United employee behind the counter to wait because she forgot to place a routing ticket on one of the bags she just finished checking!! So off she goes to find this wayward bag and I'm left waiting. Another 5 minutes pass and the second customer is now finished being helped... but yet again, I'm told to wait while the United employee runs over the paper work he just finished up on with the previous customer.
Finally, 22 minutes after I began standing as the only person in the priority line, I am at the counter. But what?!?!? I'm now too late to check-in for my flight. It's now 44 minutes before my flight is to depart and the check-in gets locked out at 45 minutes.
"You've got to be kidding me!!" I complain in a slightly anxious voice. "There is nothing you can do? Can I speak to a manager?" And off he goes... I watch as he slowly wanders around the check-in area... and back out to the curbside check-in looking for his manager. And who should he return with another 5 minutes later... the first lady who had forgotten to put the routing ticket on the bag!!! What luck!!
Neither are able to do anything at this point because it's now around 30 minutes before my flight is to leave. It's boarding and I'm not even through security. "So, what's the fastest you can get me to Santa Barbara?" Their response... two and a half hours after I was originally supposed to arrive... and too late to make it to my buddy's wedding!
You could say that I'm mildly perturbed at this... but try to maintain my composure. Shouting at the check-in counter isn't going to do anyone any good... and I'll just look like an idiot. So I take my new boarding passes and walk away. Contemplating the best way to let United know I'm frustrated with them... an online complaint is what I have to settle for.... as it is Saturday and no upper management is at the airport for me to speak with.On a nice note... the second employee has rerouted me through San Francisco to save me an extra hour of waiting in LA. He has also given me the exit row on the flight into SB which has an extra foot of leg room. Nice... but arriving when I needed to would have been nicer.
So, the real killer is that I most likely would have been on a plane and closer to home at this point if I had gone through the longer line in the first place! Who would have guessed it!?!? The longer line wins out!
posted by Brett Austin at 6/16/2007 01:01:00 PM
7 comments
7 Comments:
bummer - someday I'll teach you how to travel like the big boys.
BTW - you certainly can checking within 45 minutes but at the bigger airports they don't allow bag checking after that b/c they can't get it on the plane in time.
Even on my 2 week trips I always take a small bag because it's better to just send out laundry during the trip then risk missing something important.
LASTLY - don't take no for an answer - you've seen me be an a$$ many times when airport personell won't do what I know they can. It's a last choice but sometimes it is necessary.
That's so frustrating! My brother got to the front of the line this morning only 43 min before take off and they wouldn't let him on either. He was late because he started to go to the wrong airport in Chicago though (not line troubles!) Doh!
you looked damn good at the rehearsal, so i don't think anyone even cared :)
i'll make sure to get to my flight a little early on Tuesday...and maybe i'll even stand in the long line. Thanks! :D
I am so ready for a new post Bollman. I am tired of checking in and seeing this line bit. See what you can do...
hi! i've seen your name around on dj's and deyl's blog. anyway, i can totally relate to getting hosed at the airport! suffice it to say i will never fly out of SFO ever again!
dude... write something new...Im dying here
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