Subject: Continental treatment of customers is horrible and beyond explanation BAD!
My Name: chrissiann
My City: Newark
My State/Territory: New Jersey
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.