Julien Reed is a 9 year old boy. He woke up at 3am at his father's house in San Francisco for a 6am flight to travel to Ottawa to see his mom. His flight landed in Chicago at around 11:30 a.m. His connecting flight was scheduled to depart at 1:45pm. An employee led him to a waiting area for children traveling alone and the boy never saw him again.
The boy was told his flight was delayed. That was pretty much the last conversation an employee had with him. Luckily he did have a cell phone with him and called his mom to tell her he was delayed. When the boy's flight did take off, no one from the airline told him or came to get him and when his mom showed up at the airport in Ottawa her son was not on the plane. She called him and he said no one ever came to get him.
At this point he was crying and his mom made him give the phone to an employee who said that "She was totally flustered and angry and upset that her day was being ruined by these awful children. I spoke to my son again, and he was in tears."
The airline finally got him on a flight that landed in Ottawa at 11pm. And what did the family get for their trouble? Nothing according to the mom. The airline says they refunded the $100 service charge for handling minors. United does not seem all that concerned about this. I think they should be. You would think for $100 they could watch a kid for a couple of hours. Instead of cutting back on employees in that area, perhaps they should hire a person or two more. At $100 a pop, I think they could afford to pay a couple of people to be there all day and coordinate flights. It does not seem that hard. Can you imagine if he did not have a cell phone with him. The kid could still be there.