CLEAR is very pricey, I think I got a free year via AmEx or Hyatt back in 2008. I won’t be renewing now that they are back. If you fly business, CLEAR is comparable to the expedited access function the Business / First Class security lines give you (as they have at SFO) as you make your way from checkin to gate.

Nick

Linda OHerron
Customer Care
United Airlines, Inc.
900 Grand Plaza Drive
NHCCR
Houston, TX 77067-4323

Dear Ms. Oherron:

What we thought was going to be a relaxing, stress-free vacation in Hawaii instead turned into a travel nightmare. First, at the departure gate of flight #371, SFO to LIH, February 21, 2012, our aircraft was damaged by the ground crew as it was being backed out. The airplane was not immediately repairable and we were removed from the aircraft until a replacement could be found. Several hours later, another plane was brought to the gate and we boarded. During take-off, as we were gaining altitude, we heard an extremely loud bang and a noticeable change in engine sound. The pilot announced that they had lost an engine, we would have to return to the airport, and to prepare for an emergency landing. We landed in the required “brace” position, and were escorted by emergency equipment back to our gate. A third plane was brought in after another few hours wait and, to our relief, this one was able to complete the journey. Thankfully the delay was only about six hours, but our anticipated first day afternoon on the beaches was not to be.

Except for a few weather glitches, we enjoyed our stay on beautiful Kauai. Chalk flight 371 up as conversation topic and travel anomaly.

But wait….the return trip! Flight #351, LIH to SFO, February 29, 2012. We have boarded the aircraft and as we are waiting for the doors to close, the pilot announces that the pre-flight check list is showing an error for the engine reverse thruster. A mechanic is called to evaluate the problem. After some time, we were told a part would have to be flown in from Honolulu and to disembark to the terminal waiting area until the repair is made. After waiting again, it was announced that this flight was being canceled and a special substitute flight, #1751, would be scheduled for 11:00am, March 1. We would have to pick up our baggage at baggage claim and re-check it tomorrow. We then waited in a long line at the reservation check-in area to get our new boarding passes and vouchers for a hotel room for the night, $15 for dinner, and $10 for breakfast. The Marriot room was nice, but the food allowance only covered maybe an appetizer in the hotel restaurants.

March 1st! Boarded aircraft. Ready for doors to close, pilot announces that flaps are not working properly. We leave the plane and mill around the waiting area, waiting for some decision. It was later decided that this aircraft would not fly and Flight # 1751 was canceled. Repeated procedure of the day before to get re-booked and vouchers for another nights stay. We were booked on flight #351 for March 2, 2012. This flight successfully departed and was uneventful… UNTIL the landing approach! It was aborted at the last second because another aircraft had not cleared the runway. We circled back around and landed safely.

Ever since 9-11, travel has not been easy. Passage through the forever long security lines is never easy. Especially for my wife and myself, because we have metal replacement body parts that require a pat-down every time we pass through. On this trip, we had to endure this two times more than we normally would have for a similar trip. That, along with the four aircraft cancellations for mechanical problems, the hassle of waiting in the boarding areas and in line for re-booking flights, shuffling baggage around, and having to re-schedule affairs at home, created a lot of stress in what should have a smooth running vacation.

We did receive the your e-mail requesting that we go to your link(http://www.united.com/appreciation ) but it appears this link does not work every time. For the disrupted outbound flight to LIH, we given E-certificate credits for $250 for myself and $150 for my wife. Is there a reason why she should get less than me? For the disrupted return flight to SFO we have received no further compensation. I would suggest that for our troubles that we should at least receive a complimentary round trip ticket for the two us equivalent to amount we paid for the Hawaii tickets.

If there is a bright side to this travel tale, it was the crew working at the boarding gates and reservation podiums at the Lihue airport. They were hard working and extremely pleasant to deal with in a chaotic situation. A smile and sense of humor goes a long way. My hats off to them!

Yours truly,

Albert P. Jones, Jr.