Spendi ng two weeks in Indonesia earlier this month was a delight, despite searing poverty and torrential downpours, the eruption of a volcano, an earthquake and a tsumani nearby. The people were gracious and welcoming, the culture vibrant and the food interesting. It was on my return to Washington that I ran into my arch nemesis: United Airlines.
I managed to leave Jakarta just fine and on time, thanks to Singapore Airlines. On a flight of less than 90 minutes, beautifully clad "stewardesses" - a word they embraced - brought economy class passengers hot towels and a hot meal. We even had a choice between fish and rice or chicken and potatoes. We touched down in Singapore five minutes ahead of schedule, with full bellies and clean hands. I spent the night at the airport transit hotel and, at 5 a.m. headed to the United transfer desk to pick up my boarding passes for my flights to Tokyo and then Dulles Airport in Washington. I was clearly naive.
The United transfer area looked like the seventh ring of Hell in an otherwise empty airport. Toddlers were fussing, elderly passengers appeared to be comatose and two college-age students had buried their heads in their hands. Undeterred, I stepped up to one of the two women behind the desk and cheerfully asked for my boarding pass for flight 804. Miss Chin, the clearly overwhelmed and surly UAL representative, said through clenched teeth, "It is cancelled. You can leave tomorrow." When I inquired as to why it was cancelled, she said, "Mechanical difficulties" in a tone that demanded I back away slowly.
She didn't know that I had a compelling reason to return home as scheduled: My comedy heroes Jon Stewart and Stephen Colbert were holding a rally in Washington and I had left a meeting two days early to be among the crowd. But Miss Chin did not seem to follow my reasoning and insisted I go hang out somewhere for another 24 hours. She clearly thought her rudeness would counter my determination. But she had met her match: Soon I boarded a United flight bound for Hong Kong. Sure, I knew it wasn't getting me much closer to Washington but I was counting on the fact that Miss Chin wouldn't be at the transfer desk in Hong Kong. Unfortunately, a close relative of hers was.
I talked my way onto a flight to San Francisco, reasoning that I would at least be on the right continent as my destination. But I paid a high price - the agent informed me that my upgrade to Economy Plus - for which I had paid dearly weeks before - was no longer in play. My requested vegetarian meals were gone and I would have to content myself with a middle seat in the last row of the plane. She told me several times I was lucky they were even putting me on a plane to a state thousands of miles away from my original destination.
So, lucky me, I wedged myself into a middle seat near the busy lavatory and spent 12 hungry hours refusing to eat the chicken or beef that was proffered. Once in San Francisco, I learned that some suspicious packages had been sent from Yemen that day and so I was required to endure two additional TSA screenings in San Francisco. Go Giants! I also learned that United had graciously booked me on a red eye back to Washington that night even though it was only 8:30 a.m. in San Francisco. Apparently Miss Chin's influence crosses the Pacific.
So here I am, finally resting up at home after surviving United Airlines. I missed the Stewart/Colbert rally though I did watch it on Comedy Central. The good news is that United managed to get my suitcase home with me. The bad news is that I ever chose to fly on United in the first place. As we increasingly become global travelers, wouldn't it be a good idea for airlines like United to concede that there is more to their obligation than getting us from Point A to Point B at some point in time? Shouldn't some effort be made to treat us courteously, to honor our carefully made travel plans to the best of their abilities? If they cancel our flights, shouldn't they still try to find a good way to get us home in the seats we had originally paid for? And, like the Indonesians who ask often, "How can I help you?" shouldn't United employees treat us with some modicum of civility? I'm just asking...
We are sorry you had a less than stellar experience flying with United. Please understand that, in those instances when we have to cancel flights, we are doing so to ensure the safety of our customers and our co-workers. While irregular operations are inconvenient, our intention is to minimize disruption while getting the greatest number of customers to their final destinations as quickly, safely and cheerfully as possibly. We will certainly remind our colleagues along the points of your journey how important a smile and kind word are to helping customers when plans change unexpectedly. And we hope you’ll give us another opportunity to earn your business.
In addition, to compare Singapore Airline to an American carrier is like me comparing your writings to Katharine Grahams'. Is it to much to ask for just a little research before you vent? If you haven't noticed since 911 their have been big changes for these American Carriers. The industry will never be what we use to know it as. Unlike Singapore, United is not supported nor controlled by the government.
Lastly, Miss Chin is most likely not even a United employee but a contract worker with a United uniform. Surprise, airlines have had to cut cost every where because the consumer demands one thing first above EVERYTHING and thats price. How pleasant would you have been after most likely being berated by hundreds of passengers who are using you as their source of anger for something out of your control.
I've flown over a million miles and have learned that being pleasant goes both ways.
Frankly, you sound whinny and need to grow up.
The worst part of this whole stoy is this: your very gifted talent of writing may well have caused an unsuspecting Singaporean woman her job. I hope you feel justified by your English words against a Chinese woman of Chinese descent who speaks Chinese fluently, and probably broken but understandable English at best.
More than once I hoped United went bankrupt. I am a frequent flier. I logged 3 millions miles on United. I live in Bay Area, which is virtually "owned" by United. United treated me well because of my elite status, but I dislike many things about Untied. The poor food quality is an insult to civilized human being. I It is almost better to fly domestically because there is no free food.
I see many United employees every week. Many of them do good job and are nice people. I have to say if you get good services, you are lucky because you happen to be in good hands of nice persons who happen to work for Untied. If you ran into bad services, it is situation normal. If you fly long enough, you will have more understanding how airline operates. Other than the two lonely agents at Singapore counter, there are many agents working behind the scene in bad situations. Miss Chin was overwhelmed. United was at fault for not having a system in place to contract more temporary help in situation like this.
As for the food thing - seriously? The writer seems to have done everything she was supposed to well in advance. Life does happen to both the airline and the passenger, but what if she was Jewish and couldn't eat the food because only vegetarian food is reliably kosher? What if she had allergies - and not peanuts, you could be allergic to other things and if you pay and tell ahead of time, their job is to keep you from starving or be poorly fed for 12 hours. Unless of course, you'd rather she suck it up, and be sick - or worse - at cruising altitude over miles of ocean with no where for anyone to go. That would just be so much more grown up and convenient for everyone, right?
Live Aloha n Give Aloha
Missy Diamond
After 33 years working Customer Service at 3 airlines, I have found there is no excuse for rudeness on the part of the employee OR the customer. However, I invite you to spend a day on the job with me at the Ticket Counter or Boarding gate, let's say a Friday evening or Sunday afternoon, and I think you'll find there are many Miss Chins out there, on both sides of the counter!