We got to Dulles, again, early on Sunday morning. Back to the United ticketing counter to check-in. They printed out our United boarding passes, to Philadelphia, and then told me that they could not print the ones for our US Airways flight to Miami. We would need to check-in with US Airways, either at Philadelphia or here at Dulles. That seemed odd since they printed our US Airways ones the previous day. Huh. We decided it was best to go visit US Airways here at Dulles, as something smelled bad. And bad it was.
We went to US Airways and told the agent there (Yvonne was her name) what United said. She looked at me funny and said there was no reason why United should not have been able to print our boarding passes. She punched around on the computer a bunch and could not find us on the flight from Philadelphia to Miami. Not at all. She spent about an hour on the phone with the United helpdesk to figure out what had happened. We learned that when the CSR booked our new flights the previous day, he booked the US Airways flight under its United codeshare flight number (what looks like a United flight but maps to the real US Airways flight) and had not converted the reservation over to the "real" US Airways flight number. So the reservation was not confirmed and the flight was now completely full. She could not figure out how this mistake was made, nor why the United ticketing agent had not found it. So, not only did the rude Mohamed from yesterday mess up our flight reservations, but the United agent who checked us in either did not notice something was wrong (which seems unlikely as Yvonne told us that the only way they could not print a US Airways boarding pass was if something was very wrong with our reservations) or they just ignored it and figured it was not their problem. At this point, the horrendous customer service from United was really starting to get to me.
It got worse when she pointed out that there were multiple flights from Dulles to Miami, on both United and other carriers and there were multiple flights, in the early morning, from Reagan National to Miami that had had multiple seats open. So, not only had Mohamed messed up our reservations, he lied about other possibilities. I do not think I can describe how upset this made us. Luckily, Yvonne from US Airways resolved this, even though it was not her issue to resolve, and made sure we had boarding passes from Philadelphia to Miami. Thank God for her.
We got through security and to the gate for our Philadelphia flight. It boared on time and we sat there ready to go, finally thinking we were going to make it on vacation. Then we sat some more. Then the Captain announced that the bathroom was broken and we needed to wait for maintenance to come and "seal it up" as we could not fly with an open maintenance problem. We waited some more. Then they said maintenance was not there yet, so if anyone wanted to get off the plane they could. Then they made everyone get off the plane. Then we waited some more. Then they cancelled the flight.
At this point, we both realized that this vacation was, most likely, not going to happen. Cin got in line at the (lone) customer service station, behind forty other people, and I went back to the gate to get them to pull Cin's luggage off the plane, less it go to Philly on the next flight (that would not be good). We did see Mohamed working at the desk again, yelling at yet another customer. Shortly thereafter he was walking around the area looking pissed off and we heard from someone else he was removed from the desk due to his attitude (finally!). The agent at the gate "put a message in the system" to hold Cin's bag at Dulles and told us it would be upstairs in the baggage office in two to three hours. Great. Meanwhile, Cin was in line and, while she did that, I called United on the phone, trying a new strategy. I got a hold of a very polite and helpful lady who immediately booked us on a 12.25p flight (it was now 11.40a) direct from Dulles to Miami! I pulled Cin out of line and we ran, across the airport, to the new gate. Finally, we were going to make it to Miami, all with one two-minute phone call. Cin's luggage was going to stay at Dulles, but we would worry about that later. Or would we?
We got to the new gate to check-in and the gate agent informed us of our next problem (I know what you're thinking ... how can this get any worse?) According to the agent, we were booked on the flight, for tomorrow. Ugh! She tried to do some magic and said we may be able to get on the flight, but first we had to be un-checked in from the US Airways flight to free up our coupon, which was necessary to fly. To do that, United customer service needed to call US Airways customer service. Cin got in line at this customer service desk while I called United again. I got a very unhelpful, rude, lady and promptly hung up and called back. I did and got another very nice, helpful, and polite lady. I explained everything that was going on and said she that she showed us booked on the flight for both today and tomorrow, and she could resolve the coupon issue. However, the flight was in the final stages of boarding and this would need to be quick. We ran back to the gate and the gate agent found us for today, but needed to get the coupon issue fixed for us to board. The United ticketing agent (still on the phone) was on hold with US Airways. At one point, they were talking to each other through my cell phone. With the Captain of the plane telling the gate agent they needed to go, they agreed to resolve the coupon issue later and let us board, taking the very last two seats. This was the first and only time I have ever boarding a plane without a boarding pass. :) We sat down, the plane started to move, it took off, and I was amazed we were FINALLY on the way to Miami and then the Keys.
We landed in Miami. I called my dad and explained the luggage situation and he suggested we go to the baggage office at Miami and see if they could ship it from Dulles to Key West and bring it to our hotel (as this was all their fault). We did so. We talked, right away, to a very helpful lady there named Linda. We filled out the necessary form, provided our hotel address, and other information to her. During this, she kept going to the back office a few times. Then, after we had almost filled out the form, and she had typed a bunch of stuff in to the computer, she walked over to a corner of the baggage office and asked if this bag was ours. Sure enough, Cin's luggage was sitting right there in the Miami baggage office! I had to kick it to see if it was real. It had made it to Miami the previous day on one of those other flight options that Mohamed could not find for us. This was an amazing piece of luck and made us so happy! Now, off to the Alamo off-airport office for our rental car.
We got off the Alamo shuttle to a mass of about one thousand people, both in and out of the office. I have seen this type of situation before and it usually indicates that they are out of cars and people with reservations are waiting for cars to be returned before they can get theirs. I got in line and the guy there said it would be about an hour-and-a-half wait from that point. Ugh. As people moved up, it seemed some were getting keys right away and some were not. It actually only took me about 30 minutes to get to an agent. We filled out all of the paperwork and he went to get my keys. He came back and said they did not have any convertibles available then and that it would be atleast a half-hour, probably more, and he could not offer an upper bound on the wait time. But I could take a fullsize right then. So I did, happy to get out of the airport and this office. I picked up our fullsize car, and off we went, down I-95, to US1, towards the Keys, luggage in hand, finally on the way to Islamorada!
There are two main ways from Miami to the Keys, straight down US1 or the Florida Turnpike to about where US1 hits Key Largo. I erred and took US1 directly which is full of traffic lights. Oh well, it was a nice drive. We hit up a Cracker Barrel right before Key Largo (delicious and very efficient; we were in and out in 20 minutes!) and then got to our hotel in Islamorada, the Hampton Inn and Suites (
hotel webpage is here and the
TripAdvisor page is here). We checked in with no problems and went to our room, which was very nice. This was a great hotel and we had a view of the pool with its close-by bar, part of the attached Outback. We relaxed for a bit, found that the
Baltimore Ravens made the playoffs (woot!), and then headed down to the bar for a little relaxing and some live, local, music. The music was good, the bartender (Diane) was good, and the beer was good. Too good ... I had nothing to eat all day before Cracker Barrel and then drank four beers so I felt quite sick. Moderation, Jeff, moderation. :) We headed back to the room and off to sleep. Our stay in Islamorada was going to be basically non-existant thanks to United, but we were in the Keys and ready to go to Key West tomorrow! Let the vacation finally begin!
Here is the welcoming sign at our hotel. We were so glad to see this!

Labels: Dulles, frustration, Islamorada, Keys, United, vacation