We were at the Orlando Airport getting ready to head back to Kansas. We only had carry on luggage, but we did have 2 booster seats that we wanted to check. We were directed to a self help kiosk and this is where our story begins:
Hubs to United Guy: I don't see where I can check booster seats. They should be free and this thing wants to charge me for baggage.
UG: Hmm....I'm not sure. Let's take a look. He starts poking selections on the screen to find booster seats. Is it like a stroller?
Hubs: No. They're booster seats. They're right here. He points to our two large boosters. (I'm a worrier, remember? I make my kids ride in full on booster seats that I could fit in.)
UG: Oh. OK. Hmm.... He pokes some more. (Have you never checked a booster seat before? Really?)
UG: Oh! Here we go. Carseats or booster. He pushes the correct buttons and our baggage sticker things pop out.
Hubs: Great. Where are the bags to pack them in?
UG: Bags?
Hubs: Yes, the plastic bags that keep them from getting all dirty.
UG: Ohhh. Let me check. He looks around uncertainly and spots a supervisor. He calls him over and asks him about the bags.
Super: We don't have any. He snapped at us. They're on back order. (The supervisor is an absolute dick.) Our partners don't have any either. We haven't had any for a while now.
Hubs: OK. So when my carseats get ruined United will buy me two new ones, right?
Super: Absolutely not, sir. We check your carseats as a courtesy. We're not responsible for damage. It's a courtesy! (Yeah, we get it. It must be a real courtesy, you said it twice.)
Hubs: Then find me some bags.
Super: Sir, I told you. They're on back order. We don't have any.
Hubs: Are you kidding me? We're in ORLANDO! All that comes through here are kids and carseats. You can't possibly be out of bags. Find me one. Get me something. Get me a trash bag if you have to. Go to Costco and buy a box of them. My carseat will be ruined if you don't put it in a bag. (I love the Hubs.)
Super: Sir, it's a courtesy! We don't have any bags! (This guy is a broken record.)
Hubs: Fine! I'll just call United's 1-800 number right now and complain about the service I'm receiving... He starts to dial his phone. (The Hubs does not make idle threats, Mr. Supervisor. I hope you don't mind when he gets you fired.)
Super: OK, OK! We might have some plastic bags for golf bags. They could probably fit in there. He jumps behind the counter and starts pulling out giant plastic bags. (WTF, dude? You had these all along?)
Another passenger who has been checking in this whole times says: Wait a minute, wait a minute. He didn't have bags a minute ago and now all a sudden he does?
Hubs: It would appear so.
Passenger: Unbelievable. (You said it!)
The Supervisor was right, it is a courtesy for them to check our boosters for free, but you know what? There are a lot of airlines out there and they're all hungry for passengers and I chose United as a "courtesy." Just because we're not frequent fliers or business travelers doesn't mean they should be able to treat us poorly.
Plus, what a way to run your business, United. You would think that when you're in an airport in a city that is built on family-friendly destinations you would have a plethora of bags for the carseats and booster seats that you are checking as a courtesy. Don't hold back those precious bags for your golfing customers. I looked around that check in counter and all I saw were families with boosters and carseats. I didn't see one set of golf clubs. Don't be so stingy, United. Get your shit together and look at the big picture: yes you're not responsible for damage, but do you want a bunch of angry parents with expensive carseats that are ruined because you couldn't keep plastic bags in stock? Oh yeah, and train your people better when it comes to customer service - that supervisor in Orlando was a real dick and I wish we got his name. He dodged a bullet on that one.
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