We landed at JFK at about 10:40pm, and got off the plane at about 11:20pm or so.  The trip on United eastbound was a total 180 from the trip westbound.  I blame part of it on the flight crew, but there was blame in San Francisco as well.  On the way to California, we had a Californian crew, and on the way back (and I really hate to say this, because I really do think New Yorkers get a bad rap) we had a New York crew.  On the way out, first, we were given seats that were together – a request I made with the original reservation and then followed up twice to make sure that this would be done, because there were no seat assignments up until the day before the flights.  I also learned a lesson on the way out – David being on the aisle is not a good idea.  Because he can’t get up, whoever is sitting in the window seat is boxed in.  Fortunately, we were sitting next to yoga instructor on the way out (cliché, I know), who was able to bound over us.  On the way back, they booked us in separate seats, and the gate agent didn’t start talking to people until after the plane started boarding, so I couldn’t ask for the special aisle wheelchair, and when I asked about our sitting together, and the problem with being on the aisle he said that I would have to talk to the passengers on the plane to ask if they will move, it was too late – really? funny thing that.  So, that was strike one.  Then when the special wheelchair arrived, they were already boarding group 6 for the flight, so getting on the plane was a bit harrowing, and we were causing a bit of a bottleneck.  When I asked the flight attendants – a couple of them – about the issue with seating, they looked at me like I was crazy, and why did I think that it was their problem.  Strike two.  Then when we arrived at JFK we had wait about 20 minutes after everyone else was off the plane to get the chair to move David down the aisle.  When I was looking a little anxious, the flight attendant (and I use attendant loosely) said, “Oh, believe me, we would like you to be off the plane as much as you want to be off.  We can’t leave until you do.” Strike Three

I have worked in customer service for decades, and have always lived by the rule that it only takes one bad experience to ruin years and years of good work.  The trip out was so great.  The gate staff and flight attendants made sure that we were boarded first, took our jackets, helped me carry stuff to the seat, checked in during the flight, offered us free wine, checked in on us before we landed and let us know that the chair would be ready for us in SFO, and we were off soon after the plane was empty.  Almost anything that could be neglected on the flight back east, was, just that, neglected.  It takes so little to make such a huge difference. United fell down on the job today.

Sorry to vent, but I had to.  We are back in NY, and it is great to be back, but can’t wait to return to California as well!!