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

Seeing that I was getting nowhere, I began to think outside the box a little. My beloved wife Donna offered to drive over to Westchester Airport on Monday afternoon to see if she could get a real person to take some real action. She did get a United clerk involved, but he also came up empty-handed. By Monday night, there was still no sign of my bag and I didn’t feel I was any closer to finding it.