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

My saga started on Sunday, Oct. 14, shortly after I arrived at O’Hare Airport in Chicago for the DMA07 conference. As I waited at the baggage claim carousel for my garment bag containing three suits and assorted other precious items (to me), for some reason I thought to look at that little baggage stub they staple to your ticket envelope when you check bags. You know, the strip they wrap around the handle of your luggage. It showed a name and flight number that wasn’t mine. Immediately, I bolted for the lost baggage desk nearby.