One of the pains of living where I do is the fact that United has a monopoly on our tiny regional airport. They offer three daily departures to San Francisco, one to LAX that just started recently, and another to Denver will start next year (SEE: United adds another nonstop destination out of Arcata!).
The convenience of our airport cannot be understated. Even though it is 45 minutes from home, that is much better than a solid 5 hour drive to San Francisco, Oakland or Sacramento. But every time I convince myself to try flying United out of Arcata yet again, something goes wrong (or must I bring my kids along to make everything magically go right?).
Why I dislike flying United
I’ve flown United more times than any other airline, and they have cause me the most pain. Nearly half of my United flights to date have either been substantially delayed or outright canceled. While their on-time performance has improved lately, I’ve had enough bad experiences that I will choose not to fly them if timing is critical.
Sure, avoiding a drive to the Bay is nice. But it would also be nice to arrive at my destination on time. And even if it takes me just as long including the drive, at least I have control of the situation. I’d rather hit the road for a few hours than sit at O’Hare with rolling delay updates.
Contrast this with Delta where I’ve experienced a single short delay and a single misconnect. The latter was many years ago and due to a large thunderstorm over Atlanta that caused a good number of planes to either enter a holding pattern or divert. Delta offered me a hotel voucher and meal voucher in that instance. As I was only 16 at the time, offering me a hotel voucher became an impossibility. I spent the night in the terminal. The Delta agent was over-the-top apologetic about the situation and gave me extra meal vouchers.
Contrast that with United, who doesn’t really care if they inconvenience you. When we experienced a 3-hour mechanical delay on Alaska Airlines back in January, the airline proactively sent us a text apologizing for the delay and informing us that they would be sending us a $100 voucher for the inconvenience. The $100 was in excess of the cash value for our tickets (SEE: Turning 20,000 Amex points into 25,000 Alaska miles and $500). This immediately changed my outlook.
With United, they’re just happy if they get you there…someday. Or they’ll send you a survey regarding your experience that deletes everything you’ve entered the moment you click submit. Ok…maybe I’m getting a bit too cynical.
I should mention United has made things somewhat right by handing me a voucher or two over the years when everything goes completely wrong. Usually it’s not for much.
Call me a control freak
One difficult aspect of air travel is that so much is out of your control. It’s nice when things go right. Stepping on a plane in Arcata, making a tight connection in San Francisco, and enjoying a pleasant flight to the east coast while getting some work done is awesome when it happens.
But then there are the times when everything goes wrong. So many times I’ve arrived at the gate just in time for the delay announcement. Or we sit on the apron forever waiting to take off. Or the plane has to turn around and head back to the gate due to some mechanical issue.
In short, I tend to want to have control of travel when possible. And for me, that means flying a carrier other than United. Due to cost, I can’t always justify driving to Sacramento or the Bay Area to fly with another airline for work. But I can justify it when I must be somewhere on time. When feasible, I leave town to catch a Delta flight out of Sacramento. It may be slightly longer. But it is also so much less painful.
My pipe dream is having a direct Delta flight to Salt Lake City once again. I’d choose them whenever possible. Although I’m excited United is adding another nonstop destination next year, I’m still hoping we will one day have a second carrier again.