Continental Airlines lose a customer

[Tigger_Magic]

I understand the OP's disappointment, but this is one of the risks you take when you purchase airline tickets. Most e-tickets today are non-refundable and carry all sorts of restrictions. If you want a refundable, changable e-ticket, you have to pay for it up front with a much higher fare. While it may be disappointing, it's how airlines work today. Like the stock market, airline fares bounce around frequently. You pay your money and take your chances.

 

[Lewisc]

OP purchased his tickets in Jan. I would expect that if I bought I TV in Jan the cost would probably be less in July and I wouldn't expect any price adjustment.

Airlines encourage you to buy tickets early so you can get the flight you want and so you can lock in a price you're comfortable paying. I can understand a passenger being disappointed. Customers really should know the rules in advance. SW gives you a credit for the fare difference but won't let you standby for same day travel (without paying up your ticket to full fare). Jet Blue doesn't overbook. Many of the legacy airlines will let elite flyers upgrade to first class. There are reasons other than just price to select one carrier over another.

It's somewhat unfair to blame Continental because a customer didn't take the time to know the rules. It would never occur to me an airline would adjust the fare on a non-refundable ticket unless I was aware of their specific policy.

I don't agree with this statement. For me personally, I knew the terms of my tickets. Airlines constantly encourage passengers to purchase their tickets in advance to ensure the lowest fares. When an airfare drops this significantly in such a short period, it is going to be a major disappointment for many.

Are far as receiving a credit if the fare goes down....I simply think it is just good business. If I purchase a TV for $2000 at Best Buy and the same TV goes on sale the following week for $1500, BB will provide me with a refund for the difference. It is just good business IMHO. Would you not be disappointed if this happened to you?

 

[ls1222]

I just had this happen to me with CO (only from Ohio) but our fares went down 2 weeks later and of course they said 100.00 change fee. I did not argue as I know this is how it works but only 2 weeks. Maybe I should charge CO a change fee for changing our flight times already and our type of aircraft. Once, I buy the tickets I am not allowed to make anytype of changes whatsoever however CO has made 3 changes to our itinerary in just 3 weeks!!!!

 

[DiscussDisney]

I was referring to my situation, sorry if I wasn't clear. I actually booked my tickets last week, like ALEXANDRAM. I received an Orbitz email yesterday indicating the drastic price change (oh why did I open that darn email ) Again, I don't think most people "blame" the airlines for lowering their fares (at least I don't). When I opened the email I was hugely disappointed...for 3 reasons...1) The airfare went down so much in less than a week 2) the change fee is now $25 vs. $100 and 3) I could have flown Jet Blue . The most important outcome for us Newark Flyers is that we now have two airlines that fly non-stop to FLA.

Well, off to Atlantic City today. Maybe if I lose I will blame the casino and ask for a refund for my losses......JUST KIDDING!!!!

OP purchased his tickets in Jan. I would expect that if I bought I TV in Jan the cost would probably be less in July and I wouldn't expect any price adjustment.

Airlines encourage you to buy tickets early so you can get the flight you want and so you can lock in a price you're comfortable paying. I can understand a passenger being disappointed. Customers really should know the rules in advance. SW gives you a credit for the fare difference but won't let you standby for same day travel (without paying up your ticket to full fare). Jet Blue doesn't overbook. Many of the legacy airlines will let elite flyers upgrade to first class. There are reasons other than just price to select one carrier over another.

It's somewhat unfair to blame Continental because a customer didn't take the time to know the rules. It would never occur to me an airline would adjust the fare on a non-refundable ticket unless I was aware of their specific policy.

 

[Lewisc]

I just had this happen to me with CO (only from Ohio) but our fares went down 2 weeks later and of course they said 100.00 change fee. I did not argue as I know this is how it works but only 2 weeks. Maybe I should charge CO a change fee for changing our flight times already and our type of aircraft. Once, I buy the tickets I am not allowed to make anytype of changes whatsoever however CO has made 3 changes to our itinerary in just 3 weeks!!!!

Unless the change is minor you have the right to get a refund. Most airlines will also let you change to any available flight even if the deeply discounted fare you booked was never available for that flight.

Just be careful, charter airlines only have to get you to your destination the same day you booked. They can add a stop, change the time or even change a N/S flight to one with an indirect connection and you don't even have the right to a refund.

 

[CarolA]

Each week it is a different airlines that pax are swearing off. Two weeks ago it was Southwest, last week it was Jet Blue, this week it is Continental, next week it will be United, and the week after it will be US Airways. We've really dug a hole for ourselves in this country.

AMEN!

Let me state this. I am still a little amazed that SW allows you to change with no fee. Most airlines do charge a fee and that is a risk you take when you buy in advance. Of course if airfares had gone up $100 the OP would be posting "Boy am I glad I bought early" LOL!

Also, charter airlines do NOT have to get you to your destiantion on the day you booked. All they have to do at ANY time is give you your money back and say "sorry". The rules are they have to put the cash into escrow until they fly you, if they cancel the flight then you can have cash or maybe a flight on another day etc, but you will not be written over to Delta, CO, SW etc...

 

[Lewisc]

The trade off with SW is you can't standby for same day travel without paying up to full fare. Most airlines let you standby for free but charge a change fee if you want to make a change in advance.

Sorry if my earlier posts weren't clear. Charter airlines don't have to give you a refund if they're getting you to your destination the same day. If they change the day or even cancel the route you're only entitled to a refund. You're on your own to book a flight on another airline at whatever fare is available at that time.

AMEN!

Let me state this. I am still a little amazed that SW allows you to change with no fee. Most airlines do charge a fee and that is a risk you take when you buy in advance. Of course if airfares had gone up $100 the OP would be posting "Boy am I glad I bought early" LOL!

Also, charter airlines do NOT have to get you to your destiantion on the day you booked. All they have to do at ANY time is give you your money back and say "sorry". The rules are they have to put the cash into escrow until they fly you, if they cancel the flight then you can have cash or maybe a flight on another day etc, but you will not be written over to Delta, CO, SW etc...

 

[CarolA]

Sorry if my earlier posts weren't clear. Charter airlines don't have to give you a refund if they're getting you to your destination the same day. If they change the day or even cancel the route you're only entitled to a refund. You're on your own to book a flight on another airline at whatever fare is available at that time.

I think this is the big thing folks don't realize about charter airlines and it sometimes makes me nervous. Most of these airlines have very few planes and if one "breaks" things can get complicated in a hurry. For me the savings have not been worth that, but I know that others don't have the SW choices etc. that I might have.

 

[Pinnie]

The trade off with SW is you can't standby for same day travel without paying up to full fare. Most airlines let you standby for free but charge a change fee if you want to make a change in advance.

.

NWA has figured a way to get more $$ out of us that use standby. Granted the fee will make sure you actually get ON the standby flight, but it is still more money in the legacy's coffers.

Taken from the NWAQ site:

MINNEAPOLIS – (May 2, 2005) – Northwest Airlines today introduced a new “FlyNow” option that allows customers to make confirmed same-day changes to their domestic flights for a $25 fee.

“Our new FlyNow option offers our customers a reasonably priced alternative to standing by for another flight on the day that they are ticketed,” said Jim Cron, vice president of domestic revenue management. “For $25, FlyNow provides customers changing to an earlier or later flight with more options, greater control and the peace of mind of knowing that they are confirmed for their new desired itinerary.”

Effective immediately, if eligible seats are available on the desired Northwest or Northwest Airlink-operated domestic flights scheduled within three hours of the time the customer checks in for their original flight, Northwest will confirm the customer on the alternate flight or flights and issue boarding passes for the new $25 FlyNow fee. Some full fares continue to feature a lower fee, or no fee, for making changes.

 

[Lewisc]

I think this is the big thing folks don't realize about charter airlines and it sometimes makes me nervous. Most of these airlines have very few planes and if one "breaks" things can get complicated in a hurry. For me the savings have not been worth that, but I know that others don't have the SW choices etc. that I might have.

Apple Vacations basically owns USA3000. There is nothing to stop them from dropping routes to MCO in favor of additional flights to Cancun or other destinations.

I don't think I'd book a charter airline unless I didn't have any reasonable alternatives and if the flight was in the near future, within 2-3 months.

 

[stnet]

The same thing happened to me. We paid $272 to fly Houston to Orlando. I watched the rates for several months and when they started going up I got a little scared. One day they dropped from $302 to $272 so I booked it. Wouldn't you know two months later I get a travelzoo e-mail and the first one on the list is drastically reduced airfare to Florida. Continental had dropped the price to $172. Disappointment is a great way to put it. Our change fee was $50 per ticket.

 

[ZIPBAGS]

I mentioned in my other thread. I wanted to stay an extra day in Disney with my family this August. I checked Continentals flights for the next day. They are all available and at the same price. So I called Continental about switching my return flight...they said sure for $100 per ticket. I have 5 tickets! I wouldn't mind paying $25 or even $50...But, $100. For flights that are still wide open....no thanks! Oh well, another reason I will be using Jet Blue in the future....especially since they no leave out of NJ.

Sometimes a little concession to customer service goes a long way.

 

[bicker]

Looking at Continental's balance sheet, it sure looks like they've been giving too much concession to customer service. Their asset utilization is pretty high, but their revenues are pretty low, same as most of the other airlines.

 

[Tigger_Magic]

Sometimes a little concession to customer service goes a long way.

A little concession here... a little concession there... pretty soon you're talking about real money and lots of it. It's this attitude that's driven legacy carriers like United and USAirways into bankruptcy.

If you want complete flexibility with your airline ticket, purchase a fully refundable ticket. Sure, you'll pay a hefty premium for it, but then you can change it to your heart's content.

Buy the cheap non-refundable e-ticket and you accept all the restrictions attached to it.

If you aren't willing to pay the premium for flexibility, don't complain about the restrictions.

 

[Lewisc]

Sometimes a little concession to customer service goes a long way.

Sorry but a customer, and that includes most of us, who only books deeply discounted money losing fares isn't really a customer that the airlines should spend a dime to keep. The problem isn't finding passengers for $150 R/T but customers that will pay fares that allow the airlines to make money.

If you were an elite status business flyer looking for a concession on a vacation trip you'd have a point.

SW won't bend if you want to standy for a different flight the same day. Most other airlines will. You have to accept the rules.

 

[ZIPBAGS]

I understand all of your points. Like I said. All I am doing is changing the return flight...which is wide open. I didn't ask for it to be for free. Just a little more reasonable. $100 per ticket is insane...$50 per ticket is more than reasonable.

 

[Lewisc]

I understand all of your points. Like I said. All I am doing is changing the return flight...which is wide open. I didn't ask for it to be for free. Just a little more reasonable. $100 per ticket is insane...$50 per ticket is more than reasonable.

You didn't ask for it for free but you are asking for it for less than the terms you agreed to when you purchased your ticket. I suspect if the fee was $50 you'd be looking to get it reduced to $25. You had the option of paying, significantly, more for an unrestricted ticket.

Customers, including most of us, who are looking for the fares that airlines lose money on aren't really customers worth making exceptions for.

 

[Miss Jasmine]

Sorry but a customer, and that includes most of us, who only books deeply discounted money losing fares isn't really a customer that the airlines should spend a dime to keep. The problem isn't finding passengers for $150 R/T but customers that will pay fares that allow the airlines to make money.

If you were an elite status business flyer looking for a concession on a vacation trip you'd have a point.

SW won't bend if you want to standy for a different flight the same day. Most other airlines will. You have to accept the rules.

Bingo. These cheap fares are HURTING the airlines, but as long as there is a SWA or now JetBlue, and leisure travelers EXPECT dirt-cheap fares, I don't really see a way out of this for them.

 

[bicker]

as long as ... leisure travelers EXPECT dirt-cheap fares, I don't really see a way out of this for them.

Well said.

 

[ZIPBAGS]

I suspect if the fee was $50 you'd be looking to get it reduced to $25.

Well you would be wrong. They are entitled to a fair fee to make changes. I am in sales. I treat all my customers the same. You never know when that small customer will become a big customer. All I am trying to do is switch the flight to the next day. I am not cancelling the trip and going a month later. I just believe charging the same amount to change a ticket as it is to buy a new one is a little ridiculous.

And..Yes. I know it was in the small print when I got the ticket. But, their are "requirements" in my companies catalog that are known when someone buys an order. Doesn't mean I can't change it if it doesn't cost the company anything more.

I guess will agree to disagree.