[inorbit]

How do I begin to describe the horrors of my flights home from Portland, OR to Cleveland, OH on August 10-11, 2012 via United flights 1119, Portland OR to SF and 283, SF to Cleveland, OH? It began at the Portland International Airport when I arrived at 5:00 p.m. after three-hour trip on a shuttle bus, with poor suspension, from Corvallis, OR. Coming off the bus after being bounced around for three hours, tired, hungry and thirsty, I just wanted to check my bag, go through airport security and get something to eat and drink. I walked into the terminal and saw the United customer service desk. There was no one there but two employees. Usually I do not check bags and travel light with only a carry-on, but this time I had gone on an Alaskan cruise and then spent a week in Oregon, so I needed to bring more stuff. When I left Cleveland on July 25th I had used curbside check-in at Hopkins airport and therefore had not checked a bag myself for a flight in literally years. When I approached the two employees at the United customer service desk I had no idea what they wanted me to do, so I simply stood there and waited for them to say something. I expected, “Hello, how may I help you?” Instead, a woman standing in front of the desk mockingly said, “Come closer, it won’t hurt you.” Not comprehending, I moved closer to her and saw she was referring to a computer kiosk. I always check-in online at home and I think I used one of these kiosks once, years ago when I didn’t have access to a printer. I walked up to the computer and stared at it, reading the screen with my tired, jostled brain, to figure out what information I needed to enter. The woman took my boarding pass that I had printed out already and pointed at the number I needed to enter, my confirmation number. I entered it into the computer and began going through the screens. As I did so, she and a man behind the desk, made several mocking comments that implied that I was stupid for not knowing what to do. I felt increasingly irritated – why was I operating this computer if these two were standing around with nothing to do – and how dare they make fun of me, a customer!! Finally, I finished all of the screens and nothing happened as I had already printed out my boarding passes and had bypassed that function, I then said, “OK, now what do I do?” All of sudden my baggage tag spewed out of the other side of the desk and the man back there said, “See, here it is,” in a mocking tone of voice as if I were stupid for not knowing this would happen. I left the customer service desk feeling angry for being treated as if I were an idiot when I am actually a veteran of many flights. Before I left for this trip I had read online about a US Veteran who had been badly treated by a United employee. He has brain damage and has difficulty reading. He was dealing with a cancelled flight that had been re-booked and he asked a United employee to help him read a paper he had been given. The United employee mocked him and called him “stupid” for not being able to read. I wasn’t sure if I believed his story at the time, but now I do.

I then went through security and on to my gate, where to my despair, I discovered my flight to SF was delayed an hour and ten minutes because the incoming aircraft was late arriving. We left Portland late and flew to SF without incident. We arrived in SF at about 9:47 p.m., which was worrisome as my flight 283 to Cleveland was to leave from Gate 68 at 10:51 p.m. After sitting on the tarmac for a long time because we didn’t have a gate and then having to wait for a jet way when we did arrive at Gate 98, I didn’t get off the plane until 10:20 p.m. I then literally starting running to Gate 68, stopping once to check a screen and seeing that the flight was listed as being on-time and the gate had been changed to Gate 75. I was not sure where I was going as the last time I had navigated the SF airport I had flown Continental before the United merger was completed, but I kept following signs and I kept running. Several other passengers from my flight who also had connecting flights were running with me. When I reached Gate 75 at 10:30 p.m. I saw a large group of sullen, angry looking people standing there. Flight 283 was also delayed because the incoming flight was late. Apparently people at the gate were aware of this even though it wasn’t on the screen I had checked only a few minutes ago. The people from the incoming flight were just getting off the plane. If I had known this flight was delayed I could’ve stopped running through the airport, gone to the bathroom, and bought something to eat. I didn’t do any of that as I know when a flight is delayed you better stay at the gate. We finally got on the flight sometime after 11:00 p.m. and then proceeded to taxi around the airport for about 20 minutes before lining up to takeoff. I don’t think we left SF until almost midnight. The flight was full and even though it was a redeye, economy passengers were not given pillows and blankets. No food was offered except Chex Mix (really Chex Mix – who eats that?) for purchase. We were offered beverages twice. It was horrible. I felt like I was travelling in a cattle car. I arrived in Cleveland at about 7:20 a.m. completely exhausted and disgruntled after my awful experience in the “friendly” skies.

I had misgivings about the United/Continental merger and I was right. I was a loyal Continental customer for years and enjoyed its excellent service. I used the Continental nonstop round-trip flight to SF from Cleveland regularly and never had any problems or delays. For one thing, the return nonstop flight from SF to Cleveland was NOT a redeye – it left SF about Noon and arrived in Cleveland at about 8:30 p.m. – a much more civilized hour. Employees were always professional and never belittled customers. Even when flights were delayed, which happened rarely, they were gracious. Once when our flight to London was delayed because of a mechanical problem on the plane they found us another one – a beautiful, brand new one – which more than compensated for the delay. I have a United Mileage Plus credit card, which I use diligently, as I did the previous Continental one, to earn miles, but I am looking for a new airline. I really don’t like United and don’t want to be treated so badly again.