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Taken November 2001 from Orlando, FL to Philadelphia, PA

On November 8, 2001, myself and a friend were returning to Philadelphia, PA from a short vacation in Orlando, FL. We were confirmed on United Airlines flight # 978 to Washington Dulles departing Orlando at 5:20 PM. Then on to Philadelphia on United Express flight # 7776 departing at 8:00 PM.

Flight # 978 from Orlando departed late because of a baggage screw up caused by United's ground crew. We arrived into Washington Dulles with just enough time to make it to our connecting flight. Upon arriving at the gate at 7:50 PM we were told that "the plane had already departed." There were several standby passengers there who advised us that the gate agent gave our seats away. When I asked what do we do now, the agent said there were no more flights to Philadelphia this evening. They would book us on a flight at, I believe it was, 9:20 AM the following day. I advised them this was not acceptable, so they referred my problem to a supervisor.

I explained to the supervisor that I am a corporate pilot for a major company in Philadelphia. My vacation was cut short by three days because of a very important flight the following morning departing at 8:00 AM. I had to be home this evening or I would risk losing my job, as I am the captain. They were understanding, but did nothing to help resolve this problem. They kept insisting they could put us in a hotel and on the 9:20 AM flight the following day. This was not going to work.

I advised them I would need a rental car to drive to Philadelphia that evening. They said they were not responsible to get me to my destination that evening and the rental car would be at my own expense. So, because of their screw up and my situation, I was forced to pay $116.81 to rent a car one way and drive 3 hours to Philadelphia.

The story doesn't end here. Upon arriving in Philadelphia to retrieve our luggage the supervisor there advised me flight # 7776 was held at the gate in Washington Dulles for over an hour. It did not even depart until a little after 9:00 PM. I was very irritated. The flight that supposedly departed 10 minutes early was still sitting there at the gate, while the agent who gave our seats away early to standby passengers told us the flight had already left. Sounds like someone was trying to cover up something?

I called United Airlines Customer Service the following day and told the representative the same story I am giving you and was told it was not their responsibility to reimburse me for the rental car. Even though they wrongfully gave our seats away. He said they would give me a $75.00 travel voucher for United, but this was not acceptable to me. It was clearly United Airlines fault and I feel they should compensate me for the cost of the rental car. He then became rather short with me and I asked to speak to someone higher than him. He said, "There is no one here higher than me." I joked with him and said "Well, you must be Mr. Creighton the new CEO." He did not find this humorous and we were suddenly "disconnected".