WARNING- THIS IS A LONG STORY, but I appreciate help and advice from anyone w/ time to read it.

I am trying to get satisfaction from United on the following issue, but I'm not getting anywhere....pls help me complain and get something.

On Mon, Aug. 16, I was scheduled on United flight 5391 from IAD to RDU, departing at 6:50 am. When I arrived at the airport, the security line was wrapped around the inside of the main terminal from the checkpoint across the front of all the ticketing stations (I do this route once a week- usually wait in Security about 10 min max). After waiting in line for about 35 minutes, I asked a United representative who was in the area if I could be expedited thru security since my aircraft was currently boarding ( I know they do this- sometimes without asking). The person whose name I did not get, looked at my boarding pass and insisted that I had "plenty of time". Until I got through Security and rode the shuttle to my concourse, it was at least another 20 minutes. I got off the shuttle, ran to my gate and found the doors closed. There, I was informed by yet another United rep that the "flight was gone" Since it was 11 minutes prior to the scheduled departure, I was more than a bit surprised. I was informed by this agent that the "flight closes 9 minutes prior to the scheduled departure". When I pointed out that it was 11 minutes prior to departure, he looked confused for a moment, then simply said "well, the flight is closed, you'll have to rebook".

At Customer service, they then informed me that they could only put me on "stand-by" for the next flight, but that it was oversold and my chances of getting on were slim. I was offered a confirmed seat on a flight leaving 4 hours later, however I was due to fly back 3 hours after that flight would have gotten me into Raleigh. I would miss 3 of the meetings that I was traveling in order to attend. My ticket was non-refundable and had a $100 charge for changes + fare diff.

When I contacted United Customer service on Tues, Aug 17, I first spoke with a rep named Dave. He had a very thick accent and was difficult to understand. He interrupted me several times, claimed that United was not responsible for Security delays, that missing my flight was my own fault and refused to take any responsibility for United's errors or offer any compensation. When I asked to speak with a supervisor, he asked why. I informed him that I wanted to speak with someone who I could better understand and who had the authority to compensate me for me inconvenience and rebook my non-refundable ticket without penalty. He then said, "Let me switch to my AMERICAN ACCENT for you." "Is that better? You won't like my boss either, he's foreign too." Needless to say, I was stunned. I immediately asked for the supervisor.

After at least 10 minutes, the supervisor, Herman, picked up the phone. I went through the whole story again and highlighted the failure of the rep in the main terminal as well as the gate agent. I didn't even initially mention the rude treatment I received from the first customer service rep. He stated again that United was not responsible and offered nothing. After several minutes of back and forth, he offered a $50 travel certificate....hardly reasonable compensation. Initially, I was only seeking the ability to rebook without a $100 fee. When he said that he would offer nothing more, I asked to speak to someone above him. He refused. I then mentioned the rude accusations thrown my way by the first rep. Although he said he would "speak to him about that later", when I asked for an apology, he said "at United, we don't apologize for other employees". He also insisted that there was no one else I could talk to.

I have since spoken with others at United and haven't gotten much farther. I guess that the fact that I am a Mileage Plus Premier member doesn't matter. I would think that given United's current financial state as well as the competition they are facing from Independence Air, specifically on the Dulles./Raleigh route, that they would be a bit more willing to assist customers and compensate them adequately for failures of United personnel. I guess not. The fact is, I always drive all the way out to Dulles, despite the fact that National Airport is 10 minutes from my home and American has almost hourly flights to Raleigh, specifically to fly United.

Then, just this weekend, I was set to leave on Sun night, once again to RDU.....we left 45 minutes late and they opened the doors to the closed flight TWICE to let people on who were running late- once 20 min after our scheduled departure time and the second over 30 minutes after our scheduled departure time. Also, there were 2 more flights that night that they could have taken- neither were full.

I think I should be compensated. What should I say/do to get satisfaction? I want to rebook my ticket for a different flight- at no cost to me. Thanks.