How United Airlines’ Customer Service System Ruined My DMA07 Conference (and What Catalogers Can Learn from My Experience)

I delivered my story to the security guard at the front door, and he led me to United’s own security people in the lobby. At first, a woman told me, “We have nobody here who deals with baggage losses,” and I said I wanted to speak with a vice president or the CEO or somebody who was empowered to take some action. She said she’d contact her supervisor, and about five minutes later a kind man came down to talk to me. He took all my information down and promised to make some calls to try to resolve the matter.