skidooman

Mumbai has the reputation of one of the worst airports in the world. That new building will do little to change this if the people are not more professional.

The incoming plane had an issue. Apparently, a big hole in the engine. Everyone at the gate asks what is going on. Local gate agents seem completely panicked, keep on telling everyone "don't worry, they are working on the plane, the plane will eventually take off".

This FF knows better. And United's computers do as well. Eventually, calls get through, the app tells the truth: the flight is canceled. Gate agents just don't know it yet.

OK, what do we do now? Nobody is rebooking anyone. So people start making their own calls. United Reservations puts me on Lufthansa to Munich. Great! Leaves in 2 hours. Cool. What do I do now?

Well, the Lufthansa guy says I need to go through immigration again. Indian regulation. I also need to have someone escort me - from United - to the departure level. That is not happening. Wait 90 minutes, with other FF. We are just stuck. Lufthansa leaves by the time we are taken in charge by United Mumbai agents.

Go to one level. Immigration authorities say no way, can't come through here. OK, then let's go another way. Pass security in opposite directions after negotiating for 20 minutes with CISF. Then, somehow get in arrival hall. Get the luggage.

The chaos still reigns supreme. I try to be helpful: can I fly from Delhi tomorrow please? "Sure". Ensues discussion in Marathi. My flight is "confirmed, please go to the hotel sir, you can verify everything with UA reservations".

By the time I get to the hotel, it is 3:45AM. Get right away in touch with United Reservations. Hell ensues. The Mumbaikars never rebooked me through Delhi. Delhi flight is full anyway. They tried to book through Dubai, but failed - there is space in Dubai, but not to get TO Dubai. Earliest schedule they can get me out? Monday night. And, one agent tells me that I may need to pay money since, after all, I missed my Lufthansa flight!

Not deterred, I contacted a few companies. There is space on Indigo to Mumbai. But international credit cards don't work. I finally get space on Jet Airways. Sure, the flight is overbooked, but then I check in right away for my flight, and get seating.

Call back United. Get Stephanie from SLC. Nice person who saved a miserable day. No problem: grab a seat from Dubai to IAD. And even confirm an upgrade with a Global instrument. Nice. Because by then it is 8:30AM, I am working on reserve batteries.

Mumbai calls me at 11:50, upon me getting kicked out of my hotel room. Saying "I see there has been changes". I tell them in no uncertain terms to back off, they "helped" enough already!

Finally back in the US, I write to United to explain my ordeal with the crew in Mumbai and compliment Stephanie (as opposed to other agents which were less than helpful... what, you screwed up and I end up spending money). I also have them note that I spent some $435 to help them get me back home. I don't get everything back, but I get an answer, and a voucher. Answer is pretty fast arriving, voucher as well.

Voucher that I am more than happy to redeem for a flight back from India. But we'll try Delhi this time, so far I got a better run from that place.

This 1K is obviously not happy. But I am seeing good things nonetheless:

1- There are still some agents that are helpful and will try to rescue you. We should cherish them, and frankly United needs to cherish them too.

2- The Mumbai gate agents are in need of training and leadership. They tried to help, but were ineffectual. They were really caught with their pants down. Communication-wise, their performance was a big zero.

3- NEVER, EVER run down your battery before a out-of-Mumbai flight, thinking you can charge in the plane anyway. You need that phone, it can be your lifeline, because you cannot count on the local team to help you. Only United Reservations really can.

4- Indian immigration regulations are a joke. Hey, I already got out of the country, why do you care which airline I use to do so? From what I know, in other countries, the problem would have been solved.

5- Albeit short of full reimbursement, these compensation miles and travel vouchers were appreciated. They were not puny, and they were a balm.

6- An airport is much more than a building. In Mumbai, the terminal is brand new (a plus - I saw huge roaches in the old terminal). But the problem is that you have the same people operating it with the same dubious procedures. And it has nothing to do with Indians: Indians and Philippinos are running the show in Dubai, and DXB is light miles away from BOM as far as experience goes.

7- That BOM->EWR flight is cursed for me. They once denied me boarding because we were flying in a snowstorm. And back then, I got a $700 voucher. The good old days, 5 year ago, prior to merger.