Abusive Treatment by Continental Airlines--How to Make Complaint be Heard?

[vhoffman]

Ok, this has nothing to do with Disney, but I thought I'd run it by you and see if anyone has any suggestions to get a complaint actually heard, not just a standard "so sorry" computer-generated letter.

Actually, we were coming back from Hawaii last Sunday. We went from HNL to Houston, then connected from Houston to Austin. When we landed at Houston, I requested a cart to get to the connecting gate. I have arthritis and walk with a cane. I can't begin to describe the attitude of the "lady" who drove the cart in polite terms. She said she couldn't drive all of us (me, dh, and 2 kids), she could drive me to the "train" (sorry, folk, we're not familiar with the layout of the airport, thought she could give better directions), we should take a wheelchair. I insisted that she take our entire party to the connecting gate. Well, she really got sore then. she drove like a bat out of Hell, made hairpin turns, I nearly fell out of my seat a few times. she almost ran several other people over, she was obviously just "throwing herself" because she was pi$$ed. I asked her to slow down and she said "shut up or I'll just let you walk the rest of the way". When we finally got off (she took us to a train in the airport, not our connecting gate, no offer to get wheelchair assistance for the rest of the way). I asked her to slow down and give us enough time to get off safely. I'm not too steady on my feet. she snapped at me "hurry up" and sped off with my cane in the cart! My daughter yelled after her to stop, she had Mommy's cane, the woman threw my cane out of the cart, without stopping, laughing an evil laugh!

I was so shook up I was crying and nearly vomited. Another Continental employee came over and asked what happened. I explained the situation as best I could, but I didn't have the cart driver's name. They called over their boss, apparently the supervisor of those cart drivers, who assured me he would take action. Bu!!****! Our flight was delayed about 5 hours, and I saw that same "lady" driving around the airport several more times. My daughter saw her and pointed and said "that's her" to which she flipped an obscene gesture at us, laughing an evil laugh. I swear, that woman must have been on drugs or something!

Like I said, I complained to a supervisor, and got his name, Dennis More. He made a point of showing me his badge. However, apparently, he did nothing about the crazy driver because we saw her driving around later. He probably couldn't do anything because we didn't have her name, just a general description. However, like I said, we were stuck in the airport 5 hours. during that time, several other employees identified her for me, all giving me the same name. I attempted to complain to Continental Customer Service, but was just given an 800 number to call. I've tried that and just get a recording.

That woman is abusive and dangerous. she should be fired. Now that I have an identification, I really want to go to the top with this. So, does anyone out there have any suggestions as to how to make a complaint that will really be heard and acted on? They're just lucky a serious accident didn't happen. What a crappy end to our Hawaii vacation. People like that don't deserve a job!

Please, no flames! I've been sick since Honolulu, was hospitalized with a stomach virus, couldn't enjoy half my vacation, came home to that, just please don't flame me how it was somehow my fault! Any constructive suggestions appreciated!

 

[Diane D]

I honestly don't know what to tell you. I wouldn't think it would be a complain that would go to Continental since they are not "their" employees. I would find out the company that employed that employee. I think that if you went to Continental you would not get anything from them. I am sorry to hear how she treated you. That is awful! I hope that you feel better soon!

 

[ClarabelleCowFan]

I would contact the airport as they are the ones who employee the "cart drivers". I am so sorry you were treated so badly. Hope you are feeling better soon.

 

[DebbieB]

I agree with Diane, I don't think the cart drivers are employed by the airlines. I would call the airport and asked who employs the cart drivers. I'm surprised she acted that way since cart drivers depend on tips.

 

[AllyBri]

No flames here, just a suggestion.

When you write the letter, don't use the same language that you used in your post.
Just my op.

 

[vhoffman]

Yes, I do think the cart drivers are employed by another company. Well, actually, I was told two things--that some are employed by Continental and some by an independent company. I know she wasn't employed by Continental, because her cart didn't say "Continental" on it. so, how to find out who employees the "independents"? Guess I'll just have to call IAH and stay on the phone until I get an answer.

We had no idea where our connecting gate was in the airport when we landed. Apparently it was quite a ways. I think in the future to avoid such an incident ask the flight attendent to call ahead for a wheelchair/cart to meet us. I've done that in the past, just this time I didn't, mainly because I wasn't aware of the distance involved between gates. Of course, one can always decline a cart if its apparent assistance isn't necessary (once they had a cart met me, but the connecting gate was right next to the one I got off of!) Regardless, no one has the right to treat someone like that.

I also noticed other cart drivers driving irresponsibly. One guy practically ran people over, just kept shouting "excuse me" as he drove right through crowds of travelers, many children, elderly, how did he know if they were even hard-of-hearing? I know my mother wouldn't have heard such a "warning" especially with a lot of background noise. I can't emphasize enough that those cart drivers are simply dangerous. I didn't realize they work for tips, perhaps that's why they drive so fast? Faster driving=more passengers=more tips. However, safety does come first. At least in my humble opinion! I will get to someone with some authority, if it means taking it to the media, newspapers, whoever will listen. No, an accident didn't happen--that time!

 

[dudspizza]

First, I agree that the cart drivers were nuts at IAH. I passed through there last month and had less than an hour to connect, so I was hustling. The cart drivers were basically pushing their way through the crowds in their carts, yelling at people to get out of the way. It seemed like pretty normal behavior. I also thought the walkways were really packed with people, so that doesn't help either.

A word of suggestion. Take some time to familiarize yourself with any airport you will be traveling through before you go. Every airport has a web site with terminal maps and travel tips. I also make sure to watch my flights for a few weeks to see what gates they are landing at and taking off from. I then try to figure out how I will be able to get from one gate to the other. Granted, they never are at the same gate, but I have found that they are in the same general area each day. I landed in the B terminal at IAH and left out of C, which required a train to get from one to the other. I followed signs, but was glad I had planned ahead. We made it with 20 minutes or so to spare.....

Good luck with your complaint.

Duds

 

[mommy*RN]

I am so sorry for your horrible experience! How awful for you and your family...espeically your children having to see an adult act in that manner.

I agree with the pp who stated you need to find out who employs the cart driver.

My next piece of advice would be to write a letter giving all the pertainant details. Try not to make it too long as complaint departments often have short attention spans. Post the letter "certified" or with some sort of a way for you know they received it. Once you have confirmation of them receiving your letter wait a few days and call asking to speak to someone in charge. When you speak to this person ask them if they have read your complaint letter. If they said yes, then "test" them by asking pointed questions that could only be answered if they had read the letter (ie And what were your thoughts about what the employee did after the incident when she saw my family and I sitting at our gate awaiting our flight?). Then ask them what they plan to do about the situation. If their answer doesn't satisfy you (ie Yah, we'll talk to her about her behavior), then tell them that. Explain as nicely as possible that you think something else needs to be done to protect other people in the same situation. You can even follow up with them again. Don't threaten lawsuits...that is my pet peeve.

For future reference (though I hope you never need it), if she did use foul and offensive language and obscene gestures that were witnessed by others, you could have spoken to one of the airports police/sheriff officers. I worked for many years as a police dispatcher, and she feasibly could have gotten a citation for disorderly conduct...espeically since children were present. I've seen many tickets issued for this type of behaviour in public settings...my dad worked as a deputy sheriff in the Milwaukee airport for many years before he retired and had arrested all sorts of passengers for behaviour like your describing. I will have to ask him if he ever had to arrest an airport employee though...

Sorry that my post is so long, but I should add that I encountered an experience where I did use the above method and it did work. I had taken my son to have his pics done at a well known studio. While I was there waiting for our appointment time I overheard an employee telling another employee that she wasn't going to wait on the Asian woman who was trying to pick her packages. I don't even want to type what she said, but it was horrible with swearing and references to the woman's culture. I noted the employee's name and walked out without having my DS's pics done...I was very offended. I did the above method and though I am not proud to admit it I did find out the employee was fired (I called the specific store after all the above and when I asked for her I was told she was no longer employed there). I'm not proud that I go someone fired, but I am so sick of the racism and having it on display for my innocent DS I had to do something...otherwise I would have felt like I was just condoning the behavior. I am sure the girl is working somewhere else spewing her racial slurs and foul language, but at least it is not where my DS or DD are!

To wrap it up, you have to do what you feel is right. My method did work for me, but it was a bit labor intensive. I am just sorry that there are people who feel it is okay to act that way in public with a customer...*sigh*

Best of luck to you! Let us know what happens!

 

[vhoffman]

Was my whole incident racially motivated---probably not. Me and my family are white. The cart driver was black (excuse me African American?). Of course, racism would never be a factor under such circumstances. Everyone knows that only white people are racist.1

 

[princesspumpkin]

Was my whole incident racially motivated---probably not. Me and my family are white. The cart driver was black (excuse me African American?). Of course, racism would never be a factor under such circumstances. Everyone knows that only white people are racist.1

Hey, you never know. It could have been racially motivated Or, maybe this person treated you this way because you are the type of person who would make this type of comment.

 

[debster812]

Having worked in many levels of customer service this would be my advice:

As another poster stated, and I'm sure you will, but don't use the same sort of language in your letter, as you posted here.

Shorten it up, and take your emotion out of it. "Just the facts ma'am" You need to be almost clinical in your description of what happened.

You need to spell out EXACTLY what you hope to accomplish by writing your letter. Generally a vague letter of complaint is going to take longer to resolve, because quite simply, the folks you're writing to Don't Know What You Want. You need to tell them.

 

[Horace Horsecollar]

They called over their boss, apparently the supervisor of those cart drivers, who assured me he would take action. Bu!!****! Our flight was delayed about 5 hours, and I saw that same "lady" driving around the airport several more times.

Did you expect the employee to be fired instantly?

I swear, that woman must have been on drugs or something!

When you write the letter, I would leave out this theory of yours. That's a serious accusation.

As others have suggested, I would also suggest leaving out profanity and emotion. And I would suggest leaving out any comments about race and racism. So that your letter comes across as an objective, accurate description of the events, I would recommend mentioning any times when you might have raised your voice or used profanity, and why you did so.

When the driver said she couldn't drive all of you (you, your dh, and 2 kids), and that she could drive you only to the train, was she just following the airport's rules? Or was she shirking her job responsibility? How did you react?

Please, no flames! I've been sick since Honolulu, was hospitalized with a stomach virus, couldn't enjoy half my vacation, came home to that, just please don't flame me how it was somehow my fault! Any constructive suggestions appreciated!

I'm sorry to hear that you couldn't enjoy half of your Hawaiian vacation.

Please don't take this response as a flame. I'm not saying it's all your fault. However, for some reason — perhaps due to a misunderstanding or perhaps due to a legitimate disagreement — it seems there was tension between you and the cart driver.

 

[Lewisc]

I agree with the previous posters, you should complain to the airport.

Your expectations are unrealistic. An employee doesn't get fired because of a bad day or because of one complaint. The purpose of complaining is help establish if that employee has a pattern of bad behavior. You're also complaining so the airport can make a general attempt to have all drivers drive in a safer matter. I wouldn't expect a response much more than thanking your for brining this to their attention. They won't tell you if a driver was disciplined. You should send the letter. The airport needs to be told that the cart drivers are driving too fast.

You may have, unintentionally, started the problem. I don't know if they are required to transport your entire party or even if the cart is designed to accomodate your party. He suggested a wheelchair and given the necessity to take a train for part of your journey that may have been the better way to go.

The fact that you think race may be a factor tends to make you look like the racist, I wouldn't mention that in any letter. It's possible the problem started when you "insisted" the driver transport your entire family and insisted on riding in the cart even though a wheel chair might have been a better solution.

 

[vhoffman]

No, I didn't expect the employee to be fired instantly. However, when made aware that an employee was behaving in a dangerous manner, she should have been taken off duty at least until the issue could have been investigated further. To simply allow her to continue to drive was irresponsible. BTW, the incident was witnessed by other employees of Continental, or whoever hires the drivers. They were the ones who called over their supervisor, who assured me that immediate action would be taken. Apparently, nothing was done.

Insofar as racism, it works both ways, however, its only racism when a white somehow is PI (politically incorrect) tworads someone other than white. For your information, I just approached the cart driver and asked to be taken to my connecting gate. I am disabled, I thought that was what they were there for. She wasn't quoting any airport regulations, just snapped at me that I should get a wheelchair. She was actually hateful--what about speeding off with my cane in the cart, then throwing it out without stopping, then making an obscene gesture at my daughter? I suppose that's all ok because I'm white. what if it were the other way around? Believe me, it would be front page news, the whole airport would be lined up to apoligize!

However, racism really isn't the issue here, so let's not get sidetracked by an extraneous remark. However you view that issue, let's leave it for another thread. My whole point is, those cart drivers at IAH are simply dangerous. I saw them drive like crazy people with no regard for the safety of the passengers walking in the airport. Not just my driver, either! I witnessed at least three other drivers with total disregard for the safety of others. Its unfortunate, but someone will have to be seriuously injured before something is done about the way they drive.

Many of you make excellent points about how to write a complaint letter, however, I really don't intend to write a complaint letter the same as my post here. I do intend to keep it brief and factual. I realize they can probably do more without accusations of being under the influence of drugs/alcohol, racism etc. Once such accusations are made, it actually makes it harder for management to deal with the complaint because they have to deal with all the issues raised, which can become "sticky".

What I want is to see better regard for the safety of airport passengers. The drivers of the carts should at least observe the same safety rules that the driver of any vehicle on a public road observes, primarily that pedistrians ALWAYS have the righ-of-way. You simply don't run people over while operating any motorized vehicle. Shouting "excuse me" while driving through a crowd of people is not acceptable. How would any of you feel if you were in the path of such a vehicle and didn't hear in time and were seriously injured? There was simply no regard for the safety of those walking in the terminals--they either got out of the way, or too bad! What if it were your elderly mother or small child who was run over? I really do think something need to be done regarding driving those things in a safe manner.

 

[LoraJ]

Maybe you should change the title of your post. Contiental was not abusive to you. The Continental employees tried to help you.

Most likely the driver was not a Continental employee.

I also agree that the problems came about when you demanded that the entire family ride with you. You may have been forcing the driver to break their rules. Fi you had a 5 hour delay, not sure why you just didn't take the suggestiona nd get a wheelchair.

I doubt the employee will get fired, but you can still put in a polite complaint. Leave out the racist stuff.

 

[Lewisc]

I re-read the thread. It sounds like your driver drove about the same as many other drivers.

You demanded the driver take your entire family. There was probably no rule that required it but the driver accommodated you. The driver suggested a wheel chair would work better but you demanded the cart. You constantly complained about the driving, but it sounds like the driver was driving the same as most of the other drivers. I don't think race is the reason the driver was rude to you, rather it was a response to your rudeness. You're the one who brought up race. I don't see any indication race was a factor in the drivers action but it sounds like race is one of the motivations behind your complaint.

I suspect pedestrians won't get out of the way. The best alternative may be to get rid of the carts.

However, racism really isn't the issue here, so let's not get sidetracked by an extraneous remark. However you view that issue, let's leave it for another thread. My whole point is, those cart drivers at IAH are simply dangerous. I saw them drive like crazy people with no regard for the safety of the passengers walking in the airport. Not just my driver, either! I witnessed at least three other drivers with total disregard for the safety of others. Its unfortunate, but someone will have to be seriuously injured before something is done about the way they drive.

Many of you make excellent points about how to write a complaint letter, however, I really don't intend to write a complaint letter the same as my post here. I do intend to keep it brief and factual. I realize they can probably do more without accusations of being under the influence of drugs/alcohol, racism etc. Once such accusations are made, it actually makes it harder for management to deal with the complaint because they have to deal with all the issues raised, which can become "sticky".

What I want is to see better regard for the safety of airport passengers. The drivers of the carts should at least observe the same safety rules that the driver of any vehicle on a public road observes, primarily that pedistrians ALWAYS have the righ-of-way. You simply don't run people over while operating any motorized vehicle. Shouting "excuse me" while driving through a crowd of people is not acceptable. How would any of you feel if you were in the path of such a vehicle and didn't hear in time and were seriously injured? There was simply no regard for the safety of those walking in the terminals--they either got out of the way, or too bad! What if it were your elderly mother or small child who was run over? I really do think something need to be done regarding driving those things in a safe manner.

 

[Horace Horsecollar]

She was actually hateful--what about speeding off with my cane in the cart, then throwing it out without stopping, then making an obscene gesture at my daughter? I suppose that's all ok because I'm white. what if it were the other way around? Believe me, it would be front page news, the whole airport would be lined up to apoligize!

I think there are two sides to this story, and we've only heard one side. However, I can imagine another side, based on comments such as this.

Cart drivers rely on tips for the majority of their income. Generally, employees in tipped positions make an extra effort to provide friendly, pleasant service — it's good for their wallets.

Somehow, the driver and vhoffman got off to a bad start, and it seems to have gone downhill from there. The driver could also have refused to drive vhoffman and her family, and could have radioed to airport security to remove them from the cart. Perhaps that would have been better for the driver and vhoffman — but that's not what happened.

My only experience with airport carts has been to get out of the way when they beep as they're heading down the concourse at O'Hare and other large airports. I'm not sure what else the cart drivers can do. They need to get through to wherever they're going, and then to pick up their next passenger. At all airports, the carts go faster then pedestrians walk.

 

[NotUrsula]

I don't know if it is the case at IAH, but at my home airport the rule is that the carts are ONLY for the use of the disabled. No one else may ride unless the person needs assistance getting in and out of the cart, in which case one other person is allowed to ride to help.

 

[Horace Horsecollar]

I don't know if it is the case at IAH, but at my home airport the rule is that the carts are ONLY for the use of the disabled. No one else may ride unless the person needs assistance getting in and out of the cart, in which case one other person is allowed to ride to help.

That seems to be the policy at IAH too, based on the following sentences at the top of this thread:

She said she couldn't drive all of us (me, dh, and 2 kids), she could drive me to the "train" (sorry, folk, we're not familiar with the layout of the airport, thought she could give better directions), we should take a wheelchair. I insisted that she take our entire party to the connecting gate. Well, she really got sore then.

My friendly advice to vhoffman would be that, next time:

• Accept the offer of a wheelchair, because, unlike an electric cart, a wheelchair can go onto trains, into elevators, and into other tight places.
• Have your family walk with you.
• Make an effort to remain pleasant with the person who is helping you, even if you disagree with an airport's safety rules or with how the person expresses him- or herself.
• Don't focus on the person's race.
• Leave a nice tip if you get good service.

 

[tjmw2727]

I don't know if it is the case at IAH, but at my home airport the rule is that the carts are ONLY for the use of the disabled. No one else may ride unless the person needs assistance getting in and out of the cart, in which case one other person is allowed to ride to help.

This has also been the case when we travel with my FIL, although they did allow my MIL to accompany him once when as she was obviously having issues herself (stress due to his disability and her age). If we have time we request a wheelchar for my fil and all make the trip to the connecting gate together. Otherwise fil and or fil and mil take the tram while dh, the kids and I meet them at the gate.

Of course this dosen't help the OP but maybe others reading this thread that may end up in this situation will have a heads up.

FWIW, like a pp suggested we always research a connecting airport if we are not familiar with the layout 99.9% have a great website. We can get a good idea how our airlines gates are layed out, what restarants may be available and even where the restrooms are located all from the website. You can also track your flights prior to your travel day to get an idea which gate the first flight arrives at and which gate you need to connect through.

TJ