Friday night I had the privilege of experiencing IAH – Houston’s Int’l airport named after the 41st president. (George, you might want to rethink this one.) Of the countless airports I have visited in the world, it is my absolute least favorite.
If I was nice like my friend Matt, I might sent an open-letter to the airport. But alas, I fall way short of the standard of Mr. Mikalatos – humorist, author, do-gooder, and overall nice guy.
Here’s my story: I arrived at IAH from Mexico City Friday afternoon around 5:40 CST. I was on a United ticket but the international flight was with Continental because they are both under the Star Alliance. I had an 1 hour and 13 minutes to make my connection. So I go through customs, wait for bag, re-check it, go through security again and look on the board for my connecting flight. I knew I had to hoof it because I was at terminal C and had to go to terminal A. Now IAH has an underground train that goes all the way. I had ridden that when I first went through the week before. But as I followed the signs to terminal A it took me to an above-ground train.
I waited for this train but they said it was not working. When it finally arrives it even stopped again on the middle of the tracks before getting to terminal B. It was then that I noticed it didn’t go to A but you had to go to another spot to catch a bus to A. So I ran off the train when it finally rolled into the station. I passed everyone to make it first down an escalator. I was like OJ in the airport. Oops bad analogy.
I had to run down a long corridor, then another, then another, then another. (Who designed this airport!) Finally I made it where you catch the bus. It just left. I had to wait another 5 minutes. Whent he bus arrived, the driver was kind and took me first to my gate rather than the four others on the bus who had later flights. I ran to my gate and the two United agents said “you’re late. It just left”. I had to explain why I was late. As I did another passenger came running up. He wasn’t on my bus so I assume he took the underground train. The male United agent didn’t seem to be concerned of my plight. But the lady showed pity perhaps realizing they could have held the plane for us. She said, “I am going to get you on a Continental flight.” She puts me on the flight and prints off a form. I still needed to show my ID to Continental gate agent to get a boarding pass but I was on…. So I was told.
I went to back through security and back to C. I was early for this flight by almost 2 hours. My cell phone battery had died on me and wouldn’t recharge but I paid for internet and skyped Robin telling her I was coming home later than I thought. When the gate agent arrived, I walked up handed her my official United thingy and explained my story a 2nd time. She said she couldn’t find me in the system and sent me to the Continental service counter.
The line at the Continental counter was long. The employees running the counter must have received training from the Post Office. The longer I waited the more I realized I was gonna cut it close to make this Continental flight. Finally a lady came off her break and taking her sweet time finally logged-in and called me over. Again, I explained my plight. She says I am not in the system. I decided to plea for her sense of compassion. No luck. She said I could call United and so I tried to explain the cell phone being kaput. I asked if she could call United for me. She said she couldn’t. (At this time I was tempted to explain to her the true definition of customer service. You know that she was hired to serve customers.) She wouldn’t even put me on standby and told me my only hope was going back to United. I vowed then and there to never do business with Continental again.
So I go back to Terminal A and through security a 3rd time. I knew at this point, I was staying in lovely Houston for the evening but perhaps United would put me up for the night. When I got to United’s ticket counter no one was there as no more United flights were leaving that evning. I picked up the courtsey phone and a nice lady took my call. For the 4th time I explained my plight and she sounded like she cared. She looked up in her computer and said “you are on a Continental flight that leaves in 5 minutes”. I about screamed, ‘what?!?’ I am not sure what the computer deal was but I believe she was right because later I looked up United.com and under my itineraries I was listed on that flight. My only conclusion is that Continental is incompetent.
It was too late to go back to Terminal C and make that flight – even if I parachuted in with George HW, I had no chance. The only United person left in the building was a guy in baggage area. He wasn’t supposed to but he put me on list for 6 am flight in the morning. I determined that I could go to a hotel and hope United reimbursed me but even if I did, I’d have to leave at 4 am to be back at the airport. So for the first time ever in countless trips, I sleep at an airport.
I found a chair that was for massages. Rather lumpy where the massage rollers were but leathery soft none the less. I felt sorry for myself until I thought of these kids I had met the day before. See I had visited Casa Alianza in Mexico City that ministers to kids that are displaced and without a home. I thought of those kids who sleep in parks or under bridges or in sewers. At least I had a place to sleep and it was only for one night. They are not safe and are targets for traffickers. I was safe. I was warm. I had my travel mask so even the lights didn’t keep me awake. (I didn’t really sleep but at least rested.) My circumstance was not ideal but it was temporary. And certainly I wasn’t being forced to do vile acts like the women and children who are being trafficked.
I made it to Denver the next morning and I slept on that entire flight. I made it home to my wife and kids who love me. Though I wouldn’t choose it, my ordeal was a gift to remind me that life is not easy and even my discomforts are small in comparison to those who need to be rescued. (I am talking about those in Mexico but could possibly apply to anyone who flies Continental.)