United We Fly

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I’m on a flight from New York to London. This wasn’t a trip I particularly wanted to take (what business trip ever is?). I don’t like flying, and changing time zones takes days off my life. Bowing to the inevitable, I dutifully checked in yesterday. However, that didn’t go quite as planned. I’m flying United. I generally take United since they offer many destinations out of Newark, and who wants to cross Manhattan to get to JFK or Laguardia? I’ve actually become rather fond of United’s snack boxes. Since I’m so 1990s, I decided to check in on their website. Two or three pages in, they stopped me and suggested I should use my cell phone. This is much preferred, I’m told. Well, I do have a cell phone, but I’m not sure if I’ll be able to access it in the UK. Still, this is the way things are done these days. I had United’s app on my phone from a previous flight, so I happily typed in my confirmation number, to fly the friendly skies. Since this is an international flight, I have to scan in my passport. That’s a bit worrisome, but the app says to do it and who can argue with an app? Click. My passport is being encrypted and verified. I’m free to go. Then the message pops up. I can’t check in.

I’m old enough to know how to use a landline. I called United. The agent was very friendly, just like the skies, but clearly couldn’t comprehend the complexity of my issue. One, I couldn’t check in. Two, my passport had been sent to somebody, but who was it? United? Some foreign government? James Bond? I didn’t mean to make the guy nervous, but this is my passport we’re talking about! He said he would transfer me to tech support. The call was transferred. The cheery female robot asked me if I wanted a $100 Wal-Mart card. I should press one. I don’t support Wal-Mart so I didn’t press one. She cheerfully insisted. I resisted. She came back on and said that I could press any button for a Wal-Mart card. When I didn’t comply, she hung up on me. I called United again.

This time the agent assured me I would have a human response at tech support. I heard the two tones connecting me with a guy who sounded surprised to hear a voice from the outside world. It was like he was speaking from a dank basement somewhere. He had no idea where my passport scan went either. He suggested deleting the app and then downloading it again. Start the process over. Reboot, as it were. I know the reboot drill, but I was worried about my passport scan. Where had it gone? If his solution worked, at least one problem would be solved. I could check in and reserve my place on the flight (ironically, buying a ticket isn’t enough to do that). I confirmed the instructions with my light-deprived docent. I asked, in parting, what I should do about my missing passport scan. His advice was the very image of an ouroboros. “You might try calling customer service,” he said. I don’t like flying.

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