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

Having placed my first call to the 800 number at about 5:45 that Sunday afternoon, I continued to call the number about once an hour until 2:15 a.m. Sunday night/Monday morning. Around midnight that evening, realizing the search for my bag was going nowhere thus far, I made my way to a 24-hour supermarket in downtown Chicago to get toiletries to make it through the night.