Why NOT to fly Continental Airlines/Why TO fly SWA

[lkg61]

We just returned from the "World" on Monday. We flew on Continental Airlines, and it will be our VERY LAST trip on this airline. I will give you a shortened version of our problems with this airline. My son and I flew out on June 6 and my DH was meeting us on June 8. Due to weather on June 8, my DH was going to miss his connecting flight in Houston. He was told by the Continental agent that the earliest he would get out of Houston would be on Thursday, June 10. TWO DAYS after his original flight. This was just the beginning of rude, uninformed Continental agents and many blunders on Continental's part. By the way, my husband walked over to the SWA counter and the friendly, well-informed agent was able to get my husband into MCO by 9 a.m. the next morning. I just needed to vent and let you all know how much we LOVE SWA, and to let you know why we will never fly Continental again!!!!!!

 

[Chicago526]

Well, the weather part wasn't CO's fault. But why did they tell him that it would be 2 days before he could get a flight to MCO? Even if CO's flights were sold out for the 2 days (which was possible, and they can't bump another person to accomadate a stranded passenger after all), he'd still be permited to attempt stand-by, and odds are that he'd get a seat on an earlier flight that way. And there is never any reason for an airline to be rude to a customer!

I don't know when the airlines are going to figure out that if they don't treat their customers right, they'll lose them to SW, JetBlue, and other lower cost carriers. There's just too much competition out there for the big carriers not to try to improve customer service. Weather delays and sold-out flights are beyond the control of the airport gate agents, but they should always be polite and as helpful as possible, and the airline should make sure all employees are properly trained as well.

Anyway, I'm glad your husband made it to Disney, and I hope the rest of your trip went better!

 

[CarolA]

This is where you really need to know your rights. The first statement after two days... is put me on another airline. They can write you over they just don't want to. (I am not sure that

 

[Chicago526]

Actually, if the delay or cancellation is due to weather, they DO NOT have to sign over the ticket. They can if they WANT to, but are under no obligation to do so. They only have to if the delay/cancellation is their own fault, such as a mechanical problem or crew shortage. Still, if it really was two days, they should have offered to as a customer service gesture.

Plus, just because they sign the ticket over, doesn't mean any other airline will have seats. If the other airlines are also sold out, he's still S.O.L. Also, I know SWA doesn't have agreements with other carries, so I don't think they'd have been able to accept the Continental ticket, anyway.

 

[CarolA]

Actually I submitted this before I could finish. They don't have to write you over, but if you don't ask lately they just want volunteer it.

I have had an airline write me over to SW. It costs them a lot more since they don't have an agreement with SW so it is hard to get it done.

 

[lkg61]

I understand airline's lack of responsibility due to weather, but the CO agent told my husband that every flight the next day was overbooked by at least 10 passengers. His chance of going stand by would be slim to none. The agent also said they had empty first class seats, but they cannot put coach passengers in first class. The agent here told my husband he would have a credit with CO, but I just called to check on the status of the credit since everything else this agent said was not true. The customer service rep basically called me a liar and said that my husband DID fly on the first part of his ticket. This was not true, but she insisted that he did. I finally told her that I have a receipt for $366 for my husband's flight on SWA for the same date. He did not fly to MCO twice in the same day. Basically, it comes down to does CO want to make the customer happy--no. They want your money, but not your satisfaction. I have never been treated as rudely as I was today on the "1-800-WECARE2" (lol) number for Continental. And Chicago526--the rest of our trip was excellent!!!

 

[Chicago526]

I'm glad that the rest of the trip went well!

What might have happened, is that if you husband checked in for the first leg of his flight, then did not board (due to the delay that would have caused him to miss the connection), Continental may not have un-checked him, and the ticket still shows in the computer as used, even though he clearly didn't. When you called, the agent on the phone just sees "used" and assumes he flew. Dosen't give her the right to call you a liar, of course, but I bet that's where the confusion is.

Continental should refund the ticket all together and not offer you a credit for future use. The gate agent should have refunded it for him then and there (UA and AA have done this for my clients for weather problems in the past. I'm a travel agent if I didn't mention this before.) when he couldn't make the connectiong flight. If they are now not wanting to refund it or give you a credit, you can dispute it with your own credit card company.

I'm sorry for all the trouble you're having!

 

[disneymom3]

WEll, I can say I know where you are coming from as far as the rude employees! I flew CO a few years ago with my then 14 month old who didn't walk yet and my DD 5. Had the double stroller and the baby's carseat. (Let me clarify that I always buy my kids a seat no matter their age.) I knew it would be hectic and a challenge, but I thought I would have at the very least courtesy if not a LITTLE help. No, think again.

The first flight, the FA told me very rudely that she didnt' know where I though I was going to put "that carseat. This flight is full!" I said I planned to put it under my child's behind in the seat that I bought for him. She then told me very rudely that it was a good thing he had his own seat. (Yeah, that is why I BOUGHT it.) When I asked for juice for each of my kids when they were serving beverages, you would have thought I had asked for a case! "You want a can of juice for EACH of them???" Yes, I did and seeing as all the other passengers were getting full cans of pop, I didn't think that my children who each had their own seat should be any different.

The next time through, I asked one of the flight attendants who was standing at the entrance of the plane if she could help me. The baby was sleeping, I had a diaper bag and carseat, my 5 yo to watch and the stroller to fold up. I could have pulled off everything but folding that stroller up with no hands. She suggested I either leave the baby in his stroller and carry everythign else on then come back for him, OR put the baby and 5 yo in their seats and then come back for the stuff. I explained that I was travelling alone and she looked at me like "So what?" At this point a very nice business man who was behind me said, "Oh, my goodness have a little compassion lady!" He then took my carseat from me, folded up my stroller, took my DDs ticket and led the way to our seats AND had the carseat strapped in before I got there. The same guy helped me get off the plane saying he knew I couldn't rely on anyone from the airline to help me.

The trip home, was just as unfriendly.

Since then I have not stepped foot on a Continental plane. I have flown several other airlines and always found them to be nicer!

 

[SyracuseWolvrine]

In addition to posting your story hear (good advisory for all the loyal DIS readers), you should also use the online form at planetfeedback.com to send an email straight to the customer service department of Continental. Be concise, be specific about exactly what happened (what airport, what gate, time of day, names of agents if you have them), stay away from name-calling (rude, blunders, uninformed, etc), and make a reasonable request for compensation (a complete refund seems reasonable to me), and chances are you're likely to get it.

(also, do something I didn't do in this post ... paragraph breaks )