Dear Diary,
Looking forward to our family reunion and two weddings in Michigan. Hubby Doc and I are flying on USAirways — sure, the flight cost a little more than expected and it is not non-stop, but it will be worth it to see everyone. Can't wait! Tried using my Marriott FamTastic coupons at a Springhill Suites, but even though they had lots of vacancies, they wouldn't accept them for four days. So staying at another property, a little out of the way plus a one night stay at my mother's house.
Dear Diary,
Checked in at USAir, and was told my bag was six pounds overweight — an additional $90. Hard to believe it, since I weighed it at home and it was exactly 50 pounds. I opened the bag and took out a few things and put them into the carryon bag. Unfortunately, didn't double check and Doc's shaving cream was confiscated from my purse.
While going through security, a suitcase coming off the conveyer belt hit Doc's leg, causing it to bleed. With all the help around, all they did was hand him some Kleenex. Four TSA agents just stood there and when I asked if they could get some bandages, only one finally got some — but no first aid kit. The others said they had to secure the area and clean the floor when we were ready to move.
As we boarded our plane, we were told the aircraft was so small that our normal carry-on would have to checked at the gate — no charge. Sure enough, the overhead bin couldn't hold much more than an envelope. Arrived at Charlotte, to change planes. Passengers were backed up on the jetway waiting for the now checked carry-ons. The USAir guy accidentally hit Doc's already hurt leg with someone's bag. Another episode with a bleeding cut. I asked for help, but was told we might miss our connection, and to wait for a cart. All the while, he was using more Kleenex as a compress. Good thing I haven't got stock in Kimberly Clark.
Gee, Charlotte is a tough airport to get around. The cart driver had to fill out some paperwork before we could board. And she could only take us a short distance, and we had to change carts two more times — sort of like a conveyor belt of disabled people. Heard lots of complaining people — especially the guy with crutches and the gal with the seeing eye dog — getting on and off the three carts to go different terminals. Not a good system at all. I see it would have been easier going through Atlanta.
Dear Diary,
We finally arrived in Detroit. Doc is hobbling around with makeshift bandages on two cuts on his leg, and eager to get to my mom's house and the special duck dinner she has planned. Guess what, USAir has lost our luggage. Sharing this experience with 15 other passengers on the same flight. Something about a mix-up in Charlotte. The luggage will be put on the next flight and delivered to us — unless we wanted to wait another hour and a half for that flight to come in.
I am getting a little panicky because we have the first wedding tomorrow, and I have no clothes. Doc said I should change the rental car to my name, since his leg is hurting and he doesn't want to drive. I called DOLLAR and they said to change the name is to make a new reservation and it will be $150 more for the eight days. I called ALAMO and asked for their best rate — maybe a travel agent rate. Can't believe it, the res agent said they don't offer any rate for agents. I told her I have rented before, and she said lots of agents call and complain about it, but her supervisor says no special rates, and the best quote is over $300. No deal. I decided to take my chances with DOLLAR and take the shuttle bus to their location and explain the situation.
First, I had to wait in line to make my claim to USAir for the lost luggage. I also complained about the lack of help for my husband's still bleeding leg. The supervisor called paramedics. Four of them arrived and offered to take Doc to the hospital, courtesy of Detroit Metro Airport. He declined, saying he just wanted someone to clean the two cuts and bandage his leg properly. They did that, but only after I provided the antiseptic ointment I always carry when traveling. They didn't have any. The USAir supervisor filled out a report, and assured me that a customer service rep would contact me within two days to check on my husband. She profusely apologized for the lack of attention he received. TSA agents are not there to help anyone, but they could have called for medical help. And the luggage — well, that is just the problem with travel, but my $25 fee will be refunded.
All of this debacle killed the time we needed waiting for the flight with our lost baggage. I told Doc that I would go get the rental car and he should get the bag when it came off the conveyor belt, and I would pick him up. Oh, oh, it started raining – I thought we would have cooler temperatures than in Sarasota, but didn't expect this cold rain.
I took the shuttle bus to DOLLAR, drenched and feeling miserable. I explained to the clerk that my husband had cut his leg twice, was bleeding, had the paramedics working on him, our luggage was lost along with my clothes for the wedding, my mother's duck dinner was waiting for us, we'd been delayed almost two hours, and I didn't want to pay an additional $150 to change the driver on the car. Because of the rain, my hair was curling up, making me look like a poodle. While I stopped to catch my breath, the agent said not to worry, he'd change the name at no charge. Finally, a light at the end of the tunnel.
I drove the Ford Focus back to the terminal to get Doc and hopefully, our luggage, which should have arrived by now. He was waiting for me in the wheelchair the medics provided. No luggage! Seems that due to the rain, the baggage handlers don't work. We were assured it would be delivered to my mom's house.
Off to see my mom, and even though the duck was cold, and we were hungry, at least we were comfortable. A few hours go by, still no luggage. Finally a phone call — luggage will be delivered within four hours, around 2 a.m., unless we wanted to wait until tomorrow. Bring it NOW, I told them. I have been sitting around in drenched traveling clothes, and I want my things NOW! It arrived at 2:45 am.
Dear Diary,
Both weddings were wonderful. Family visits were great. Only problem was the air conditioning problem with the rental car. But today, eight days after our arrival, we were back at the infamous Detroit airport. Check-in went well, no overweight. Arrived at Charlotte to change planes, take the three separate carts to get to the gate and find that our flight has been delayed at least two hours.
Where is there bad weather on June 30? Heard some rumors about a stowaway being caught on an aircraft causing the delay.
Arrived finally in Sarasota. Waited for the luggage. Oh no, my new piece has a ripped pocket and the contents are gone. In this case, the contents were my worn unmentionables (a word I have never used in any of my columns). I go to report it and the clerk said the airline is not responsible for damage caused by a broken zipper. NOT REPSONSIBLE. I blew up and told them that this was a travel experience from Hell. Finally, after my three-minute tirade, she said that all she can do is refund the $25 check-in fee. They are not responsible for anything — delayed luggage, ripped luggage, cutting my husband's leg, poor layout at the airport, uncaring employees.
Dear Diary,
I am finally home! Walked into the house to see all the clocks are blinking, must have been a power outage. Oh No — my computer cable connection is not working. How do I get my copy to my editor? Oh _ _ _ _!
What's the point of this column?
1. Pack a first aid kit.
2. In Charlotte, inform clients who need assistance about the problems between the terminals.
3. Check in advance what carry-ons are allowed on the aircraft.
4. ALAMO — No-no for agents, Dollar — very sympathetic.
5. Marriott Famtastic Coupons — the best deal around for agents, in most locations.
6. USAir — very bad customer relations, as related for me. The promised follow up call was never received.
7. Don't pack your underwear, just throw it away after wearing it.
8. NEVER leave your office — stay chained to the desk!?
The opinions expressed in this column are solely those of Les-Lee Roland and
do not necessarily reflect those of Travel Agent Professional.
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2011/12 
