The situation:
A friend and co-worker passed away suddenly last week. The service was in MKE on Monday (7/29) at 1000 CDT. Myself and two other co-workers were booked on UA 1723 on a berevement fare to ORD, where we were to rent a car and drive up to MKE, returning later in the day. This flight was scheduled to leave PIT at 0657 EDT.

Of the three people (myself and two co-workers):

1. Is premex.
2. Had a paper itin.
3. (I) Had neither and was on an e-ticket.

I arrived in the check-in area at PIT at 0550 or so to find the line at the UA counter about 30 or 40 deep in the coach line, 5 deep in the elite line, with a grand total of two agents working both (note that they literally did not start working either line until 0600). Being unaware of any working e-checkin kiosks for UA at PIT, I was faced with waiting in line. Which I did, until about 0640. (both agents working the coach line unless somebody stepped into the preferred line, at which point one of the agents took that person next).

While being checked in, I asked the agent to call the gate and tell them that I was en-route. Her response was that, in effect, I'd have to hussle since I did not "leave enough time at the airport." As I was there before they were working the lines I found this statement to be rather amusing.

I sprinted to the security checkpoint where I rolled right thru the AA/US priority line without a secondary search, took the people movers to the airside, and ran like he11 to the gate. An agent had literally just closed the jetway door as I was arriving with ID and ticket in hand. I asked to board, and was told that "the flight is closed." (for those counting, it is now 0646). I pointed out that I was under the 10 minute limit and the plane was still on the jetway. At this point, I'm told in no uncertain terms that "You are not getting on this plane." (for those of you keeping score, UA1723 pushed 3 minutes early according to UAL's own website--pad those DOT stats!).

I asked to be accomodated on either a US flight to ORD or an AA flight to ORD as the next UA flight would not put me into ORD with enough time to make the funeral service (for those of you keeping score, I'm dressed in a black suit). The gate agent indicated that that would be impossible, but you "can try your luck with the ticket counter."

I sprint back to the people movers and run to the UA ticket counter, landside--where there are still 20-25 people in line. I head into the elite line, and explain my situation to the agent, who once again refused to interline me, but offered the next UA flight. I ask for the supervisor. She is the supervisor. I'm told that it is my fault for not getting to the airport early enough, and if you don't like your option (the next UA flight), "feel free to complain to Corporate."

I walk outside to have a cigarette, flip the bird to the UA skycap on duty, and walk to my car--as at this point, I'm not going to make it to my friend and colleauge's funeral.

(a side note: my premex coworker slid thru the elite line without having the courtesy to look for me in the Y line, and the non-premex co-worker checked in at the gate, clearing security with a paper itin. )

So:

I show up an hour+ early for a pre-7am departure.

The aircraft (I believe) was a 319, so UA knows that they are talking about 100+ potential pax.

They, so far as I could tell, don't open the ticket counter until 57 minutes before the first scheduled departure.

They have inadequate staffing to get everyone checked in in time for the first departure (judging by some of the looks and grumbling and explatives from the line behind me, I was not the only soul who missed the first flight). Or, to put it another way, even if you showed up at the back of the line the very minute UA opened the counter for business, you were not making the first flight.

I've never (on AA, CO, US, DL, FL, and NW) waited more than 25-30 minutes in a ticket counter line at PIT, e-v-e-r. Pre/post 9/11, all times of the day or night on any given weekday/weekend, domestic or international travel. E-v-e-r.

I'm at the gate at flight minus 10 minutes. I'm not checked in at flight minus 30 minutes (a situation of UA's doing). The plane is still on the jetway when I get there, but I am denied boarding--and it's not as if they were in a hurry to get a plane out late (it left 3 minutes early and arrived 14 minutes early according to UA).

But, for the kicker, I'm on a berevement fare clearly on my way to a funeral in 3.5 hours, and they won't accomodate me on another airline.

Now, I've said in the past that I only fly UA when it is absolutely necessary (for work or other extreme circumstances, this being one). After this experience, I'm never getting on UA metal again. Ever.

Now the the crux of my post: several flyertalkers have urged me to write a letter to UA. My issue with a letter is this: typically one would seek redress or a specific remedy in a letter of this type. I cannot fathom what I could possibly ask from UA (save for a refund of the purchase price of the ticket) as I have absolutely no intention of flying the airline again. Any thoughts?



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Saving the world, one clue at a time.