Tag Archives: United Airlines

Excuses excuses excuses

It may not have escaped your notice that America is a pretty large country. You could probably fit the UK inside New York state (if you borrowed a bit of New Jersey, perhaps?), and I’ve seen bigger aubergineseggplants than Wales. And like any large territory whose population has migrated for work and family over the years, America has developed an extensive, environmentally friendly and efficient public transport system.

OK, that last bit’s a lie. The occasional subway system and local bus network aside, most Americans’ idea of public transport is giving a neighbour an occasional liftride in their car to Walmart. The train network is woefully underdeveloped, serving only a relatively few cities. British readers will sympathise when I say that the trains here are enough to make you pine for Network South East or the West Coast Main Line.

All of that leaves the wishful traveller with predominantly two options when he or she wants to travel long distances: take the car (and experience the dubious sheet-stained delights of the American motel system), or take a plane. Not surprisingly, when faced with such a choice, most Americans put their latent environmental concerns (stop laughing at the back, please) behind them, and fly.

Domestic flights are like buses in many ways. Largely because there’ll be no planes for three hours, and suddenly four flights to Charlotte will come along at once. Delays are pretty inevitable, and the sky above La Guardia (New York’s ‘domestic’ airport) generally look like the M25Long Island Expressway on a bad day. Except with more wings.

With so many flights and connections, the logistics involved in the checked luggage system must be pretty involved. And given the (often speedy) turnaround between connecting flights, it’s amazing that suitcases and rucksacks don’t go missing more often.

Of course, that doesn’t make it any less annoying when your bag is one of exceptions. Especially if your flight has already been delayed by two hours, and you’re standing in a deserted airport with two exhausted children. Still, United Airlines promised to get it to me by 1pm the next day, so it couldn’t exactly be described as a great hardship.

At 4pm, three hours after the deadline, I took my life into my own hands and called the United helpline. After a few abortive attempts at getting through the voice recognition system (see the comments on my last post for more insight), I finally got through to the dreaded call centreer.

The man I spoke to could not have been more friendly, and at absolute pains to insist that he was sorry for my inconvenience and woud be doing everything to resolve the situation. Given that he was in India, he’d even been given phrases to ensure that he connected with me on a more colloquial level. Admittedly I didn’t necessarily need to visualisze him ‘bending over backwards’ to help me, but it was a nice try.

Talking the talk is one thing, but walking the walk is quite another. I was put on hold while he called the delivery company who would be bringing my bag back, and after a short while he returned to say that he had been unable to reach them, and that – as a result – I would just have to sit and wait for a little while longer, and hope that my bag turned up.

After a little pressing on my part, and ‘polite’ enquiries into why I couldn’t get more information, I was finally given what I believe to be the greatest excuse ever given by a call center operative. Ever.

“I’m sorry sir. I really wanted to help you with this, but the delivery company is really busy and so I was placed on hold. But the hold music was so irritating that I couldn’t wait any more.”

And with that he was gone.

Interestingly, my bag turned up an hour or so later with this tag on it. I believe the phrase is “you couldn’t make it up”.

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What does a man have to do to get a beer around here?

Ordering alcohol is never easy for me when I’m in the southern United States. I’m asked for ID on a regular basis, despite the fact that I turned 21 many moons ago, and showing any barman or waiter my British passport generally produces a look of bafflement and wonder. I guess it might be Tennessee’s way of attempting to stop me from drinking in the first place, given that the state still has a number of dry counties. Or no-go zones, as I prefer to call them.

But sometimes all it takes to get a drink is abject humiliation.

On a flight from Washington DC to Knoxville on Wednesday evening, the flight attendant and her trolley made their way down the aisle of the tiny plane offering free fizzy popsoda, or alcoholic drinks for $6. No tiny bags of free snacks, sadly – one man who asked for some pretzels received a slightly embarrassed reply of “Sorry, United got rid of them a while ago.”

A couple of people had opted for a late night beer by the time the trolley got to me, and after five hours of hanging around airports, I decided to get the Thanksgiving party started in a similar way (safe in the knowledge that my passport was in my back pocket, in case any age-related concerns were brought up). Putting aside my annoyance at paying six dollars for something available for less than a dollar in a supermarket, I waited for my turn.

Attendant: “Can I get you a drink from the trolley?”

Brit Out Of Water: “That would be great. Can I have a beer, please?”

Attendant: “Pardon?”

Brit Out Of Water: “A beer please.”

Attendant: “Sorry?”

Brit Out Of Water (face reddening as people start to listen in): “A beer.”

Attendant: “What is it you would like sir?”

Brit Out Of Water (desperation setting in as fellow passengers start to laugh): “A beer. You know, a beer. A beer.”

Attendant: “Erm, I’m sorry sir, I don’t think we have…”

[Brit Out Of Water bends down, opens the bottom drawer of the trolley and gesticulates wildly at the cans within]

Attendant: “Oh, a beer! Why didn’t you say…”

Now, I admit that the British tend to pronounce the word that denotes “an alcoholic drink containing water, grain, hops and yeast” as ‘bee-err’ and Americans pronounce it more like ‘byurrrrgh’. But nonetheless, most flyers know that their drinks options are limited to a very few options, and so it wasn’t as if I was going to be asking for a glass of Château Pétrus (1929 preferably, although I hear that the 1961 is drinking very well at the moment). But that British accent just keeps getting in the way of day-to-day life, it would seem.

On the way back yesterday, a different attendant approached with the trolley on our delayed flight back to New York.

Attendant: “Would you like a drink sir?”

Brit Out Of Water: “I’ll have a Heineken, please.”