On Thursday, I was Maine bound. Elated, I left for the airport eager for my first trip since September 2006 without my children. NO CHILDREN. Just me, my hubbie, room service and soft plushy beds. I handled the goodbye to the kiddies without a tear, but suffered later when I decided it would be great to pass the time watching the slideshow of family pictures Chris put on my new video IPOD. Bad tactical error. I sniffled through the abyss of security for a good half hour. (I should have chosen to catch up on my downloaded episodes of Gossip Girl instead. Video Ipod, I heart you.) But, after that emotional hiccup, I sailed to my gate eager to catch my flight and meet up with my darling hubbie in Portland, Maine.
How the gods of travel must have giggled as they saw me glide to my gate. Because they knew what I did not. They knew that U.S. Airways sucks ass. They knew that U.S. Airways has been tagged as U.S. Scareways by knowledgable travelers. They knew that U.S. Airways is, at its best, an abomination. U.S. Airways, I hate you. I really do. How much? Let me count the ways...
First, our flight was delayed for a mechanical problem. I greet mechanical delays as good news/ bad news scenarios. Yes, we are delayed, but hey - your airplane can, well fly and stuff when you do actually take off. After a half hour delay, we are boarded onto our flight. The obligatory take off greetings are exchanged, the plane door starts to close, and hold it! The pilot announces that our plane never made it into service for its annual inspection. And that means, the powers that be won't let us take off. We need a new plane. U.S. Airways isn't quite sure how, when or where they will find that new plane. But they want us all of the plane so they can figure it out. And off the plane we all go.
New plane? Hmmm, maybe three or four hours. It was at this point, I realized that not one of their employees uttered an apology for the circumstances. As we exited the plane, the attendant and pilot waved goodbye to us and told us to have a nice day. But, to actually apologize for the fact that, gee, we don't actually have a plane for you? Didn't happen. Not once. NONE.
I got in line at the gate to rebook my flight since the odds were sorely against my making my connection through NYC. I was second in line. As I waited my turn, I called Chris on my phone to alert him to my delay. I also shared my frustration with him and told him I wished I had just driven to Maine instead of flying. Basically, for the price of $250, I had just bought myself twelve hours at an airport when I could have driven to Maine for $50 in nine hours. And the pundits wonder why the airlines are going bankrupt?
My turn in line. I hand my boarding information to the gate agent, smile and tell him, I was headed for Maine. He does not acknowledge my presence beyond taking my ticket and typing furiously on the keys of his computer. He does not look at me. He does not express apologies for the circumstances. He does not say one word. After five minutes, he looks up at me, shrugs and says, "I can get you to Maine probably around nine tonight."
I smile and reply in an calm, even, but firm voice, "That's unacceptable. It is 11 a.m. I was supposed to arrive in Maine at 1:30. "
He glares at me, takes my boarding pass, throws it at me and yells, "I can't help you then."
I catch my boarding pass before it falls to the floor and in a surprised tone respond, "I don't particularly care for your tone or demeanor. I haven't raised my voice or even acted frustrated with you."
He shakes his head, points his finger at me and yells, "I won't help you okay? I heard you on the phone, complaining all about the airlines. So, yeah. I refuse to help you. You can just take yourself all the way back to the ticket counter if you want some help because I won't do it."
Wow. I was so shocked that I didn't know what to do. I was at the very last gate at the airport. So I ran all the way back through security, to the ticket counter, and got back in line (again). My hands were shaking. I had tears in my eyes. I just could not fuckin' believe that this had just happened.
After a few minutes in line, I caught the eye of a ticket agent and asked for help. I explained the situation. First, he argued the status of the plane. Because according to the ticket counter records, that plane had taken off. He argued with me as the agent next to him argued with two other passengers from my plane. It was like a comedy of errors. No, the plane did not take off. Yes, we were boarded. No, the plane was not inspected. Yes, they told us they have to find a new plane. No, we don't know when that would happen. Hi, ticket counter people, why do I have to explain this to you? YOU WORK FOR THIS AIRLINE. YOU SHOULD KNOW THIS. DON'T YOU PEOPLE TALK TO EACH OTHER? HUH? That's okay, we the passengers, we have nothing better to do than give you status updates on your flights. Nothing at all.
After the story was repeated a few times at the counter, the agents got considerably less hostile and disbelieving and much more efficient. But before he rebooked me he had to admonish me that, "I should have taken care of this at the gate."
I smiled, my hands shaking with the sheer effort of keeping myself calm, as I repeated my experience with the gate agent. Afte hearing my tale, his eyes widened and he said, "That's not right."
No. Not right at all. But I got rebooked! Hurray! I am now flying through Philly and I leave in fifteen minutes. My now nice ticket counter agent escorts me through security so I can attempt to make the new flight. Even with the escort, I still have to go through the metal dector and scanners. Unfortunately for me, the two elderly women ahead of me were the only people in the world who never heard of the whole ban on liquids thing. They had a backpack full of just lotions and creams and other liquidy type goos. One by one, the security guard removed their lotions and creams. And one by one, the elderly women complained and bemoaned over their lotions. The 3-1-1 rule was explained, in great detail, at least four times. After ten minutes of the great lotion debate, I knew I was going to miss my flight. Until the uprising behind me started to swell, and someone offered fifty bucks to the women if they would just throw out the lotions and get out of line already. (It wasn't me. I swear.)
After I cleared security I rushed to my new flight only to see the same jackass gate agent manning the gate for the flight to Philly. In a moment of true insanity, I decided to provoke him a bit. I walked up to him, smiled and told him in a calm, albeit slightly sarcastic tone, "I just wanted to let you know that the ticket counter was very helpful. And I arrive in Maine at 3 p.m. But, really, thanks for all your help. Really appreciate it."
He snarled at me and replied, "Yeah, they probably had to bump someone off a plane to get you into Maine and I just wasn't willing to do that for you."
I smiled at him again, leaned into the counter, and said, "And just so you know, I am already composing a letter to your airline about you and your antics. I would like your name."
He shook his head no.
"You won't give me your name?" I ask in disbelief.
He cross his arms, glares at me and yells, "No!"
"Fine, then I would like to see your identification."
And this is when he good and truly loses it. He grabs the id hanging by his neck and starts swinging it towards my face as he shouts, "You want identification? You want to see my id? Here's my id! Do you see it? Do you?"
I stand there speechless and he then points at me and yells, "You step back behind that line over there. I don't want you coming up here again."
Holy shit. Is this really happening? I manage to avoid him for the next three minutes until we board the flight. Once again, we board the plane, settle into our seats, have the customary take off warnings/greetings, only to be stopped again. Despite the aisles of empty seats, our puddle jumper plane is over the weight limit. They need to remove two people from the plane. After some cajoling and promises of free tickets, two people get off the plane and we take off.
Philly - here we come! During the flight, I notice several people ask our attendant for gate information. After several requests are made of her, she takes to the intercom to ask us to stop asking her because, well, she just doesn't know. She doesn't have any information on connecting gates or arrival gates so we just need to wait. I mention this because on my flight home this morning, the sweet attendant on my United flight took the time to walk up and down the aisle to give each person meeting a connecting flight their gate information. She also brought maps of the airport so we could find our gates. But don't you dare ask for that type of courtesy or kindness from U.S. Airways. Please.
I finally arrived in Maine - only three hours late. But after the hassle, the stress and the cost, my mantra is now - avoid the flight and just drive.
It was a lovely weekend though. Sleep, some room service, many a drink, lots of shopping and laziness. And the best part of all? My flight home was on United and not U.S. Airways. Thank God for small favors.