On the Night Table: Woody Haut’s Heartbreak and Vine & Val McDermid’s The Distant Echo
Thursday morning, I stepped up smartly to Continental Airlines’ curb-side check-in at Los Angeles Airport, efficiently presented my e-ticket info and ID, then hauled my suitcase onto the scale. The bag was full of books bought and cadged during my time in LA at the Left Coast Crime convention, and I was watching the readout as it ticked toward the maximum weight limit. I wasn’t paying a whole lot of attention to the check-in attendant. So I think he had to say it twice:
“Ma’am, your reservation’s been cancelled.”
Let’s skip my stunned response. And skip most of the part where he had to tell me where to go for assistance — it sounded like he was saying “Gotta wandasix.” Turned out it was “Go to One to Six,” the numbers above the bank of Continental’s customer service desks inside. It also turned out to be an easy choice: only one of desks 1-6 was staffed.
When I finally got to the front of the line, the attendant there told me that – as required by airline security policy — Continental had cancelled my reservation for my trip home because their records showed I never got on the March 8 flight that took me to California. “How could you not have a record of that?” I asked, I think rationally. “The gate attendant swept my boarding pass under the little thingy that reads the bar code.”
“Do you have that boarding pass?”
“Well, not on me. It’s somewhere in my luggage. I hope. I hope I didn’t accidentally throw it out.”
“What about the luggage label from the bag you checked?”
Alas, days earlier, I had also removed that flappy label they attach to your suitcase handle when you check a bag, so I had no choice but to search for the pass. I proceeded to go through my handbag and carry-on. Nothing. So there, in full view of a starting-to-fume line of waiting passengers, I got down on my hands and knees and unzipped my suitcase. Yes, you could say I aired my dirty laundry. But the boarding pass was not in the suitcase.
Now I had a choice. I could call Continental and try to convince them I’d been on the plane. Or I could pay to get my reservation reinstated — curiously, although it was “cancelled,” it was apparently available for “reinstatement.” How much? $1,235. One way. Coach.
Then I found the boarding pass. Crumpled and tucked away at the very bottom of a forgotten side pocket in my carry-on. I handed it over. Reservation instantly reinstated. Grumbling in customer line recedes. But not so much my temper, which I had magnificently managed to control. It was not improved when I was told that there were no seats available now except Middle seats. Just what I wanted: a six-hour trip crammed between two super-sized Americans.
I will say that the attendant did all she could. She even tried to call the gate to get them to give me the first window or aisle seat that opened up, but no one at the gate answered the phone. So I went on my way, carefully avoiding the eyes of the people in line behind me.
I lingered at the security checkpoint for 45 minutes — don’t get me started on why I get routinely funneled into the “People who might need extra help” line. I don’t have a stroller. I don’t have children. I don’t use a walker, a cane or a wheelchair. I don’t wear lace-up shoes to the airport, for cripes sakes. I’m beginning to think this is an ageist thing: Anyone over 50 must be incapable of figuring out how to put their belongings in a bin.
I got to the gate, and told the attendants — as soon as they took notice of me after finishing their conversation — what had happened. Oh, how I longed at that moment for just one sincere “I’m sorry.” No luck. The guy took my boarding pass — which I was highly reluctant to hand over — and said he’d see what he could do. Gee, thanks so much. Your system screws up, and I don’t even get an “I’m sorry.”
I did end up with a window seat — and no super-sizers. Instead, a pleasant Polish couple who had been in California for a wedding. I read a book. I napped. I even ate the turkey hot dog.
Our lesson for the day: Hang on to all boarding passes until you are back home again. And pack them where you can find them without exposing your undies.
But forget the problems I would have faced if I hadn’t turned up that boarding pass. Forget the hassle of having to talk Continental into believing I was actually on that March 8 flight and they screwed up. Forget the embarrassment of having to drag my seen-better-days undies out in front of strangers.
If on March 8, Continental’s boarding-pass scanner didn’t properly scan my pass, the implication is dire indeed. I checked a bag. So if the glitch occurred at the gate, Continental’s system would have shown a checked bag with no accompanying passenger. But the plane took off.
The attendant who re-instated my reservation reported the incident, but employees can only report these incidents to management, and then management is responsible for what to do about it.
Needless to say, I reported it to the TSA as soon as I got home.
I skipped the part about the undies.







