David R. Henderson  

Score One for United Airlines

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With all the negative publicity United Airlines has had lately, I want to share a positive. Yesterday morning, I was flying from Washington Dulles to LAX, with a short time for my connecting flight from LAX to Monterey. We boarded late because one of the runways at LAX was closed for construction and the LAX air traffic controllers were rationing landings. Our pilot explained that to us when we boarded and told us that even though we were not allowed to take off until about 9:50 a.m. (the flight was scheduled to leave the gate at 8:30 a.m.) he was going to go out and hope for a slightly earlier takeoff. We got near the runway and then he announced that we would wait 15 to 20 minutes, the seatbelt light would be turned off, and the flight deck was open for those who wanted to come up. There were about 30 New Zealand boys on the flight from some sports team and I thought there would be a rush to the cockpit. There wasn't. I'm convinced that almost no one listens to announcements any more because so much of it is boilerplate. Somehow I've trained my ear to not listen to boilerplate but to hear the new stuff. I quickly unbuckled my seat belt and headed to the front. I was the first one there. I talked to the pilot and second officer, who were both friendly, and took some pictures. The pilot invited me to sit in his seat and wear his hat. Thus the picture above.

I wanted to make room for other people in line--as it turned out, there was only one--and so after a minute or two, I headed back. I saw almost everyone in first class as I walked back to coach grinning at me and I assumed that they were just enjoying my enjoyment of the opportunity. Wrong. The pilot came on the PA system and announced that his hat was missing. Sheepishly, I walked back and returned it. I'm so used to wearing a Golden State Warriors hat, especially during the playoffs, that I had only minutes earlier taken it off and put it in my backpack. So the hat on my head didn't feel unusual.

We landed at LAX at about 11:45 and I got on my phone and found out that my Monterey gate for my flight leaving at 12:20 was 88, and that the gate we were landing at was 70A. That meant a long walk, but I know the airport well and knew I could do it. The problem: another United flight was at our gate. So we didn't get to the gate until about 12:07 p.m. So when I saw this coming, I asked the flight attendant if she could announce that some people have tight connections so if you don't, please stay seated for a few minutes. She said she would and she did. But notice what I said above: few people listen. So, sure enough, as soon as the seat belt light went off, almost everyone in front of me stood, many in the aisle. I politely explained to those ahead of me that my flight was leaving in 10 minutes (it was now about 12:10) and asked if I could get ahead. One guy got defensive but, because I didn't get angry back, cooperated. I got off the flight at 12:12 p.m. and ran through the airport. The gate agent at 88 was waiting for me and I got on at 12:20 p.m. The big burly guy sitting next to me hogged the arm rest but I didn't care. I would be home by 2 p.m. and have the afternoon with my wife.

When we got off the plane, I thanked the flight attendant and pilot for waiting.

HT to my friend Eric Garris for using photoshop to lighten the picture.


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CATEGORIES: Economics and Culture




COMMENTS (6 to date)
Tim Ozenne writes:

Well, but my experience today with United is negative.

I haven't made a survey, but I was surprised to learn that United now imposes substantial fees on us poor folk who fly "economy" by surcharging us if we want to select a seat. It is as if they want to keep their charges out of the headlines.

Mark Barbieri writes:

Setting aside United, I'm delighted to see that you take joy in something as simple as going up to see the cockpit of an airplane. Many adults I know are "too grown up" for stuff like that and miss out.

The Original CC writes:
One guy got defensive but, because I didn't get angry back, cooperated.
You seem to be the master of deescalation. Can you explain this interaction and what you said in a little more detail? We could probably all learn from it.
patrick k writes:

It looks like your 10 year old showed up for the picture. Too perfect!

Henry M. writes:

In my extensive experience with United, your trip was VERY unusual. See https://www.forbes.com/sites/realspin/2017/04/12/will-united-airlines-mend-its-ways-when-pigs-can-fly/#b52947154c3d

Bill writes:

Eyes on the road, Captain!

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