Adventures in Cancelling

My flight last night to Denver got cancelled…that was a bummer but little did I know that was only the start of my adventure. American Airlines is normally fantastic! I fly them all the time for work and last year came so close to Platinum status. I’ll get there this year! However, last night the O’Hare Airport luggage department really had me in a mindf#ck situation (excuse my French).

Photo of the Day – Sunsetting on the Rockies

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I checked my bag through to Denver and grabbed a quick bite to eat while I kept an eye on the board as I noticed that other flights – presumably due to the troubles out east – were being cancelled all over the place. I finished eating and was happy to see that my plane was still ontime and set to board at 5:15 – unfortunately at 5:10 they announced the flight was cancelled. I don’t know why it took them until five minutes before we were supposed to board to cancel the plane but whatever it happens so I got on the phone with customer service to learn that everything Chicago to Denver was booked until Friday afternoon. Realizing I wasn’t going to make my meeting tomorrow I just cancelled the whole trip and headed back downstairs to attempt to retrieve my luggage. This is where it got fun interesting idiotic (I don’t know if there is a word to describe it so let’s just go with ridiculous).

I got in the line at the luggage counter at 5:20 and when I finally reached the desk to talk to someone it was 6 PM. I explained my situation and the first guy said okay, took some information punched it into the computer, wrote it on the back of the ticket and told me to go to baggage claim 9 and they would get my bag out in a 1/2 hour. At 6:40 my bag still wasn’t there so I went back to the counter – no line this time so I was able to walk right up to the desk. I asked the lady to check on my luggage and noted that at this point I was sick of waiting and asked if they could just deliver it to my house. She said not a problem but she couldn’t schedule that so I had to call an 800 number. Well with the issues they were having out east I knew this was going to screw me but I was pleased to hear the wait time was only 8 to 12 minutes. 45 minutes later and still waiting on hold I got back in what was now a long line at the baggage counter, waiting, waiting, waiting…an hour after I last talked to someone I finally reach the front of the line and start talking to the lady behind the desk. I tell her the situation and say I want my bag delivered and she says okay takes my ticket and says:

Baggage Lady (BL): Uh oh. I can’t help you
Me: Why?
BL: You haven’t reached your final destination. This bag is going to Denver.
Me: No the flight was cancelled so I just decided to cancel my whole trip.
BL: So you aren’t going to Denver?
Me: No, not until May when I have another meeting
BL: Well you can get your bag then
Me: Wait, what? I have to wait until May to get my bag?
BL: Yes, we can’t give it to you until you reach your final destination.
Me: But I cancelled my flight so THIS IS my final destination.
BL (shows me the ticket and the baggage claim receipt – pointing to the DEN representing Denver): You see here on the ticket it lists your final destination and it says DEN for Denver. Until you make it to Denver we can’t give your bag back that is just protocol. I’m sorry I can’t help you (meanwhile she is reaching over for a pamphlet with the 800 number for me to call and file a claim) but you can call this number and you can see if they can help you.
Me: No, I see the final destination but my flight was cancelled completely and now I am not going to Denver at all
BL (Confused Look): I thought you said you were going in May (at this point as my head is about to EXPLODE the 800 number finally picks up and I am able to start this process over again with her as I begrudgingly collect my belongings off the counter and walk away)

Ultimately, I wind up filing a claim with the 800 number lady 3 hours after I started this procedure at the O’Hare luggage desk. I sigh and head out to hop in a cab and head home….just as my bag pops out onto baggage claim nine. I grab the bag and get the hell out of there. I know I’m not perfect at my job and I’m sure I have some bad days but I don’t generally deal with the public. I feel like if you are representing a major airline and dealing with their customers your IQ should be greater than that of my cat Nola. She could have been as helpful as one of the three counter people at the ORD airport. Morale of the story is – if you check your bag at ORD and your flight gets cancelled you are screwed!

I’d be catching a sunset similar to this right now had I made out from ORD yesterday. The weather in Estes Park looks amazing! 40s – 50s for highs and lows in the high 30s. This after three feet of fresh snow last weekend so it would have made for some glorious winter photos. Ah well – I’ll just have to see capitalize on the May trip.

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6 thoughts on “Adventures in Cancelling

  1. I think my favorite part is, wait what I can’t get my bag until May??? That’s greatness. I try not to complain about the luggage people, I know that job is hard, but it is pure insanity that her logical answer was May.

  2. Sometimes, I have been known to go nuclear at the absurdities of people who are i the service industry. I usually start by saying do you speak English?

    • Haha. It was ridiculous that she wouldn’t just get off of her script and deal with me rationally. I know what they trained you to say lady but think logically about what you are telling me!

  3. This is so bizarre …
    Something like this happen to me when Continental ripped my bag – they told me in Toronto to talk to their service desk at Gatwick in the baggage claim area … so I bought a new bag and put the ripped one on top of my stuff so it was easy to reach at Gatwick, got the bag out and went up to the service desk – she told me that I have to send the bag to Denver!!!! ????!! Hello, I live in Belfast .. she couldn’t do anything for me.
    She didn’t want to be there .. and I didn’t want to deal with her .. so I went down to the service desk at their check in area and the supervisor gave me a phone number to their office at Gatwick and 4 days later I got the compensation for me bag.
    I just wonder why people like that work with complains when they don’t want to. Glad your bag popped up by itself.

    • Thanks for your story – that made me laugh (sorry) because it is ABSURD!!! Unreal that someone would suggest that. American is still calling me to see if I found my bag. I’m just ignoring them. Let them be frustrated with me like I was with them

      • She didn’t want to be at work that early Sunday morning and my tolerance level was very low too. I’m laughing too .. but I wasn’t then. I’m glad that had some sense to talk to the supervisor at their check in. He really changed my day into something positive after all. And their Gatwick office was excellent.
        Payback time, feels good at times.

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