Continental Airlines Complaint – "Carry On" Traveler Beware

Subject: "Carry On" Traveler Beware
My Name: Sue
My City: Lincoln
My State/Territory: Nebraska
Country: USA
My Complaint Against: Continental Airlines
Complaint Category: Tours & Travels
Claim Amount (Approx.):
My Complaint Description:
Last month (May 2010) I was scheduled (had purchased a ticket and checked in online a day prior) to fly from Buffalo to Denver via Newark. This was a return flight and, while not happy with the Newark connection, I booked that flight because of cost and scheduling factors. I arrived at the airport over an hour before departure, noted that the flight was on time (monitor in the ticketing area) and, since I was carrying on and had checked in online, went directly to the gate. I chose a seat near the desk and noted that the gate signage indicated the flight was still "on time"; I noted the time as being @ 1 hour before departure.

Approximately a half hour before the original departure, an agent announced that the flight was delayed due to weather into Newark but that he'd "checked all connections" and we (scheduled passengers) would be fine. I had about 2 hours in Newark so wasn't concerned – at this point. 20 minutes or so later I overheard a passenger talking to the gate agent (I was sitting close enough to hear the conversation) regarding her concerns about making her connection and thought I'd better check – just to be safe.

Imagine my surprise when I approached the gate agent, handed over my boarding pass and was informed that they had "put" me on a US Air flight – that had left 20 minutes before – without notifying me. When I asked why they hadn't (notified me), the gate agent told me (repeatedly) that it was because I hadn't checked in at the airport or the desk.

(While I was waiting to be rebooked, I heard several passengers being paged for the flight I no longer had a seat on – they'd given it away when they "adjusted" my itinerary – and witnessed them hold the plane for a passenger they had paged repeatedly, who was sitting 50 feet away but had earphones on and took his time gathering his carry on items…but they couldn't page me when they changed my flight?!?!?) I was eventually (the next day) booked on a Delta flight that, due to weather and plane safety issues, went from Buffalo to Detroit to Charlotte to Atlanta to Denver. My "next" day of travel started at 8:30 am EDT and ended the next day at 1:15 am MDT.

I eventually spoke with a Continental representative (I tried using their website but was – conveniently? – foiled by a faulty link that wouldn't let me verify my email address and so couldn't be assigned a case number; called and talked to someone who advised me to send a fax; sent a fax; emailed and got a "canned" response; finally got a case number; got a voice mail from someone whom I played phone tag with for a couple of weeks….) and, after explaining what happened, was told that Continental wasn't "responsible" because I didn't notify them (at the airport) that I was there.

It didn't matter that I had checked in and had a boarding pass because "a lot of people make reservations and don't show up" and Continental apparently won't page anyone that hasn't made their presence known. According to the representative I spoke with it specifically states in Continental's Contract of Carriage that passengers have to notify the airline that they are in the airport – or all bets – and reservations – are off!

Note: the Contract of Carriage DOES NOT say that; it states that the passenger must have checked in AND have a boarding pass AND be present at the gate (15 minutes before departure). Moral of the story: it may not be "required" but you'd better make an airline representative aware of your presence – or really enjoy sleeping in an airport!

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Continental Airlines Complaint – Continental Treatment Of Customers Is Horrible And Beyond Explanation BAD!

Subject: Continental treatment of customers is horrible and beyond explanation BAD!
My Name: chrissiann
My City: Newark
My State/Territory: New Jersey
Country: USA
My Complaint Against: Continental Airlines
Complaint Category: Tours & Travels
Claim Amount (Approx.):
My Complaint Description:
My boyfriend and I missed our flight 222 at 5:25 am 11/19/10 from New Orleans to Houston. We were supposed to make connecting flight to Las Vegas. I have flown for years, but this is the ONLY time in my life I missed a flight, and for that, Continental staff dragged us through hell! First, since I never missed a flight, I did not know protocol. I was told "stand in that line." I stood in that line, and when I got to the counter I was told, "No, stand in that line over there."

After standing in that line for a while and got to counter, I was told, "stand in that line over there" (the first line.) I replied, "I was already standing in that line, then I was told to stand in this line. Why do I have to go back to the other line?" They said that is where I should be. Staff was very snappy and acted like customers are a bother. We are the reason they have jobs. I noticed I was not the only customer they were nasty and snappy with. So I stood in the first line (again) then they issued two "standby" tickets and said we could take the next flight with open seats. That sounded fair. We went through security and waited for the next flight, 6:40 am.

After everybody boarded, they said they had seats available, so they gave it to customers who were ahead of me, which was fair. Staff member (female) told us we would have to go on next flight around 7:35 am. That did not seem bad. So we waited. The next flight came around for 7:35 departure, but customers who had a flight at 8:30 wanted to get on the 7:35 flight, so we got bumped off. The next flight for 8:30 came. Customers who were early for their flights wanted to get on 8:30 flights, so we went from being next on the list to being 3rd and 4th on the list. We waited for the next flight, and the next. We went from 3rd and 4th, to 5th and 6th on the list.

We waited for the next flight. We went from 5th and 6th in line to 7th and 8th. I told the staff that we are not making progress, but that we are being pushed later and later. She kept telling me "It doesn't matter. If a platinum customer or anyone who spent more money on their ticket arrives before their flight, if they want that seat on the earlier flight, they get it first." I asked, "It doesn't matter if we stay here all day?" She said that "They come first." For 1:30 pm flight, a young man ran up, missed his flight, and the staff girl put him on next flight and bumped us again! We waited over 11 hours stressed exhausted and hungry. I was ready to burst into tears.

When I asked the other lady who came up to work "Why was that guy let on on the very next flight that he missed when we've been here all day?" She looked at me and snapped "I did not clear anybody for standby!" I said, "But the other girl did, and I don't understand why one person can get on next flight, and we have to be here all day." I finally begged "Is there any way we can get a flight another day and not be put through this?" I had to beg to get someone to issue me a flight for another day. I never want to deal with Continental again.

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Continental Airlines Complaint – Continental Airlines. Poor Customer Service

Subject: Continental Airlines. Poor Customer Service
My Name: Alain
My City: HOUSTON
My State/Territory: TEXAS
Country: USA
My Complaint Against: Continental Airlines
Complaint Category: Tours & Travels
Claim Amount (Approx.):
My Complaint Description:
We were supposed to return to Pittsburgh on a round trip ticket on Jan. 2 from Newark on Continental Flight 3205 leaving 5:29 PM. We got to gate 111, C terminal early and all was well until about 5:15 when they announced a gate change to 114 where we were told our plane was coming in from Montreal. At 6:30 PM, we were told it was 15 minutes from the airport and would board shortly. At 7:00 PM we were told to go to gate 70 on another concourse were the plane would arrive and then board us. We arrived at the gate and the passengers and crew were disembarking. At 7:30 PM we were told the crew had timed out and they were getting another crew.

At 7:45 PM we were told they couldn't find a crew and CO 3205 was cancelled. We were told to report to the Customer Service Desk where vouchers would be provided for lodging and food and we would be put on a morning flight for Pittsburgh. When I arrived at the desk around 8 PM and got through to the Representative I asked for vouchers for the night, what we needed to do about our luggage and tickets for the next available flight. He looked me in the eye and stated that I would not get any vouchers since it was the fault of the FAA and Air Traffic Control that our flight was cancelled.

I said it was Continental's fault since they, not the FAA & Air Traffic made the schedule for their crews. He then countered that we were "Local" and therefore wouldn't get any vouchers (local meaning we're beginning our flight in Newark and not part of a continuing flight). I countered that I didn't live in Newark, it was a round trip ticket, and we wanted vouchers since the other agents were giving them out to all customers from our flight (I had been checking with my fellow passengers leaving the desk prior to my turn. He called his "boss" who apparently approved our vouchers.

I didn't appreciate his sullen attitude so I requested his name. He said nothing so I just waited while he worked on his computer getting our boarding passes and vouchers. Neither of us had raised our voices during this exchange. We regarded each other silently for the few minutes it took to get our paper work. A hostile, but quiet atmosphere. I would not have bothered with a complaint at all except for the poor attitude of the customer service agent. Situations like this occur in air travel these days and I, like many others, just accept it. The frowning and defiant customer service agent angered me, however.

He didn't have to be friendly, but he could have been minimally civil. I've never had a big problem with Continental, but thanks to this one person I have very negative feelings about them at present. I will be contacting Continental using website feedback, a phone call and snail mail. I will be interested in their response. We may be using them again considering that all their other personnel on this day (and most other times we've flown Continental) have always been fairly pleasant. Much will depend on how they handle my complaint to them.

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Continental Airlines Complaint – The Debacle Known As Continental Airlines

Subject: The debacle known as Continental Airlines
My Name: Steve
My City: Omaha
My State/Territory: Nebraska
Country: USA
My Complaint Against: Continental Airlines
Complaint Category: Tours & Travels
Claim Amount (Approx.):
My Complaint Description:
Our Flight from Austin to Jacksonville, Fl on 6/22/11 was delayed due to weather. My business colleague and I had to spend the night in Houston. All flights to Florida ended at 7 pm even though the weather had been clear for hours prior to that. All voucher accepting hotels were full, so we had to incur $30 in cab fare, $82 in hotel and $50 in meals for 2 breakfasts and two dinners, total of $162. The next morning, our flight to Jax, Fl was delayed three times and had three gate changes. The stewardess on the flight to Jax, Fl was rude and seemed bothered by her job.

Upon arriving in Jax, Fl one of our bags was lost. The value of the bag was $5000. The baggage clerk in Jax, Fl – ** – was rude and unsympathetic. She told us that "It is only common sense”, (implying we had none), to make sure we label every bag we hand over to Continental Airlines. She told us that the bar codes on the bags are not scanned. We later found out that this is not true. She finally offered a strained apology after I became more upset with her lack of professionalism and downright rude behavior toward your customer. She needs to be fired immediately.

We reported the lost bag. I called baggage tracking and they also seemed equally ill-informed as to how bags are identified when Continental airlines takes possession of them. I was told that bags are scanned only to “clear' them, not to identify them. I could not get a straight answer to a most simple question of “How do you identify your baggage?” I was then told that all bags end up in a warehouse in Houston, TX, whereby they are opened and the contents matched with my description of them. I was then informed that I have to fill out your lost baggage form, which I am doing; fax it to your system tracking center and wait.

Typing this letter, filling out the form and faxing it has taken 2 hours of my time. My time is worth $42 per hour, total = $84. Added to the above total, it is now $244 lost due to the inefficiency of Continental Airlines, not counting the time lost due to an overnight stay in Houston, TX and my lost bag, worth $5000. I need Continental Airlines to compensate me for the $244 I have lost and I need my bag returned to me within the next 45 days. I need either a voucher for the amount or a free, roundtrip ticket to the destination of my choosing that equates to the $244 I have lost.

I will post this all over every social media outlet I can find, every blog and everyone I know if I am not compensated in some manner. The President of your airline does a little speech during pre-flight, does he mean what he says or is it all smoke and mirrors and just another shallow airline scam? He will be my next point of contact if this issue is not resolved.

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