Has anyone else had a similar experience? If so, any idea what the real cause is?

On 8/28, I attempted to check my bag using the check-in counters inside the airport. It had been raining outside; therefore, I did not want to use the curb side check-in. Now, I fly in and out of Dulles at least once a month and from this frequency, I can tell you that the airport check-in counter lines are generally a mess. Yesterday was no exception.

When I arrived inside the airport in front of the United ticket counter area, the first thing I noticed was that the Premier Executive line was closed off. Normally there are United employees out front directing passengers. This time there were none. So I looked ahead to the counter and saw two United employees behind the counter (at the Premier Executive section) who were checking in customers. I found it strange, though, that the overhead signs read Premier Executive, but also said "quick hits" (no idea what that meant). As I said, there was a small line of passengers in front of these two counters. I then entered the line through the exit--since there was no one to direct me--and waited in line. Then I noticed that the Economy ticket agents were referring customers to the line I was in. Before too long, there was a very long line of passengers for only two employees to help.

I waited in line for about 10 minutes but only moved one space up. The whole time I was waiting in line, I observed that there were plenty of United ticket agents behind the counters in front of the Economy section; yet there were hardly any passengers waiting in that area. Then I saw a large group of Economy passengers directed to the very long line I was now in. Even more confusing, there were about 10 people behind the United ticket counters who obviously worked there, but they were not United employees. They had different uniforms on which had the name of a different company printed on their name tags. Some of these contracted employees were helping customers check-in. Others weren't. One man was sitting on the non-moving part of the conveyer belt. All of this was just very odd and didn't seem to further the purpose of getting passengers checked-in. At the same time, I noticed that none of the passengers from my line were being directed to the kiosks--plenty of which were available. I didn't feel comfortable telling the other passengers to walk up to the kiosks. Nor did I want to cut ahead of them. So I continued to wait and wait and wait. Finally, I called the United reservations number and reported the Dulles domestic check-in problem. The representative placed me on hold and checked with IAD operations. She came back on line and told me that there was a shortage of employees that day. I was very satisfied with that answer, though this didn't excuse United management's responsibility to at least direct passengers, employees, and contractors to keep the lines moving.

Then the incredible happened. One of the two United employees behind the ticket counter left her position. I don't know if she was done with her shift or where she was going. There was a collective groan from the large group of passengers now waiting in the only line available--other than the Economy counter, which still had several United employees working, with very few passengers in line.

Finally, I moved up to the check-in counter. I commented about the shortage of United employees today (that the woman on the reservations line had just told me about). The counter agent said there wasn't any shortage and that the counters had just been very busy earlier. That didn't explain the current situation. After my bag was checked, I headed off to my flight, wondering how much worse United's customer service could get. I attribute this most recent incident on poor management at the IAD ticket counters. I can only hope that one day United will return to an emphasis on the customer experience.