Continental Airlines

Please pass this along to whom ever can help me.
I am currently stuck in Bermuda on the first night of my anniversary. I had a problem boarding this morning with one of your representatives. I was on time and had booked earlier that morning on the internet. However, my wife needed to show ID. When I arrived I waited at the wrong counter because they were not clearly marked. When I was told to move and arrived at the right counter I was abruptly told by a nasty red coated representative that I was too late and could not board. I explained that I had already checked in and that my wife merely needed to show ID. I also pointed out that there was plenty of time. She refused to help me and then began rambling in Spanish. I then asked to talk to a supervisor. He was even ruder and less helpful. I asked him to call the gate and ask them if they would take me because we still had plenty of time he refused. He placed me on the next flight 5 hours later thus ruining my day on standby. I went through check in and ran to my original gate. I asked if I could still board my original flight and they said yes until they saw that I had bags checked in under the new flight.
After that I called customer service and filed a complaint against both the agent and supervisor because they could have gotten me on my original flight if they simply called the gate and asked. Customer service asked for his name so I walked back up to ticketing and asked him for his name while I was on the phone with customer service. He replied very nasty and said “and why am I giving you my name?” with even greater attitude. The representative heard him. I told him I was filing a complaint because I was on time and he just couldn’t be bothered to help me. Then I went to the Continental Kiosk and told them what happened. I told them that my wife was devastated and asked for their help getting a seat. They gave me a seat and I returned to my wife. After a while I went back to the kiosk and asked for the supervisor’s boss. I had time and wanted to take it a step further. I do not believe that he should have been allowed to speak to me that way and ruin my trip. I was told that if I continued to persist in filing a report and continued to ask for his boss that I could be removed from the airport. I was told that the supervisor could take me off the flight if I pissed him off any more. So basically, he is allowed to ruin my trip and treat me with disrespect and if I ask to speak with his supervisor I could be removed from the airport. I didn’t realize this was Continental’s policy to threaten passengers. After that I called customer service again and was old that I checked in too late. I asked where the info came from and they told me the supervisor. I asked them if they felt it was odd that I called to filed a formal complaint about him and now he claims that I showed up too late. I had the check in from home in my hand and the receipt from the cab proving that I was there on time. The customer service agent was of zero use. I tried and tried to resolve the issue and no one would help.
Then when I landed, guess whose bags were missing. Mine and my wife’s. We both have different names and we both checked in at 7 for a 12 o clock flight yet our bags were held up. I believe this was deliberate. I spent the first day in Bermuda in my room with my wife crying. We couldn’t go to dinner because we had no clothes and my wife had no makeup. We were not given any information now offered any compensation to purchase anything. So, we spent the first night of our 4000 dollar trip in the room. I called again and spoke to a baggage person who played the how much money do you need to purchase some clothes for tomorrow game. I explained that I was in a different country and didn’t know. She allowed me to purchase clothes for tomorrow. I then asked what about the fact that I spent the first day in my room because I didn’t have my suitcases. She transferred me to another number and it was closed.
I will say that I have never felt so disgusted about a company before, the company that cares. This is beyond un acceptable. I am stuck in Bermuda without my bags, after losing 6 hours because of your nasty lying supervisor whom I swear ditched my bags in order to get even with me for filing a claim. I intend on making this well known. I have emailed and called all day and got no where.
I expect that someone will call me with an apology and an offer of compensation for ruining my vacation for no reason. I assure you that when I return I will write to every contact I can find on the internet discussing the details of this entire mess. I will highlight the fact that I was threatened not to speak with a manager regarding my mistreatment by one of your supervisors. I am going to bed now and have hit an all new level of disgust for a company.
Sincerely,
Frank Fuzy
732 241 6659
frankfuzy@comcast.net

How bad does it have to get before Continental Airlines deal with complaints about the level of service supplied by thier vacations partner Funway Holidays Int’l Inc in the UK

Copy of my email to Funway:

I know it is a lot of trouble to ask you a question and expect to receive a reply. However, I sent you an enquiry last week via the web site link “contact us” and as yet have not had the courtesy of a reply.

My question was “when will we receive the air tickets and hotel voucher” for booking Ref B31A00CV. We are due to fly out in 18 days and still have only received confirmation of our booking by way of a fully paid invoice.

Customer care should be of paramount importance with any company if it wishes to keep its customers happy and ensure that they come back to you and recommend you to friends and family.

I don’t pretend to understand why you don’t seem to care or can’t be bothered to reply to me, but I am finding that dealing with you is the most stressful experience I have had with any holiday that I have ever booked.

This is the first and no doubt last time we will ever use you or for that matter fly with Continental Airlines, but please if by some miracle you can give me an answer and retain just a little respect I would very much appreciate it.

Regards

Victor Foster

Wait 6 – 8 weeks if customer service doesn’t rectify the situation? I don’t think so! Emailed customer service and CCed Mr. Smisek, Ms. Munoz and Mr. O’Leary about the fiasco that we encountered.

My luggage had been missing since the day I departed on 24th December 2010 when i transfered from SFO (Air NZ) to Continental Domestic Airlines to EWR, New Jersey.

I had no cloths, gifts to attend the social gathering I was scheduled to join. Throughout my travel, I was waiting and waiting, explaining to every (idiot and inefficient) customer operators. Supervisor never responded back to me until the very last day I left NJ.

I was recently told my luggage was located at CO’s Warehouse in Houston, TX. But I remain vigilant about this case until I get my luggage AND content back in NZ. I intend to demand refund for the trip and cloth/personal care products I had to buy during the travel.

Continental SUCKS

Thank you continental (Mr. Jeff Smisek) for making my wife miss her daughters gradution from the ARMY. Your employees are so dam rude. One thing in life I hope happens is that your company fails. Continental SUCKS

 :?  If you worded your original email to them like you worded this one, then it’s not much of a surprise that they didn’t respond to you.

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Charter company offer a one stop Australian Air Charter solution business air charter and private
jet hire services tailored to meet your needs based on comfort, speed and
price

Continental just screwed me out of $50 when then cancelled my flight and put me on US Air

The biggest mistake that I have made in this year is
booked ticket on Continental/United for my family. I have always been a loyal
customer to Delta, and I accumulated 90K miles in a year. However, in past
year, Delta’s service has been keep going down, and that was the reason I
booked ticket on Continental/United because I was looking for a better change.

I booked the ticket on July 7, for my family, and my
mother was flying from TPE -> ORD and from CVG -> TPE. Continental/United
changed the baggage rule in July right after we booked the ticket, but
Continental/ United employees seem have no knowledge of policy change should
not effect previous booking, so I called the customer service to confirm the
baggage policy prior departure, and got an okay to check in 2 bags. However,
when I arrived the airport, no only the computer was showing only 1 free bag,
but no one in the airport are willing to help. I kept telling the ground
service crews to check the policy effective date, but they insist to only
following the instruction on computer. The lady who was operating on computer
just kept saying “I’m not going to get myself fired because I waived baggage
fee”, the other lady told me that “We heard this all the time, the only option
is to pay the fee”. When I asked for supervisor, then everyone walked away,
after 5 mins, one guy who was wearing employee tag came up to me with a very
rude attitude, and said “the bottom line, if you was to get your baggage
on airplane, you have to pay $75″, when I asked his name, he told me”
I’m not supervisor, I’m not going to give you my name” and then he walked
away. I stood in the check-in counter for 30 mins without any of your employees
even try to help or look up on my policy effective date. After 30 mins, a
supervisor came, his name is Gary Meade, and he looked up on the policy for
10-15 mins, then found out I was right, the ticket I bough allowed us to check
in 2 bag for free. I felt sorry for Continental, and UA, because your service
is the worst in the USA, and you will soon be a joke in international airport,
if you dont change the way how you treat customers.

First, my schedule has been change for 4 times, until
the point I had to take another flight and pay $1,000 to change my schedule to another
flight. Then the Continental agent messed up my daughter’s name. How difficult
is to spell “LISA”? Then after schedule changed, I was told that there won’t be
a bassinet holding spot for me because my flight has been changed to different
airplane, so I have hold my 2 months old daughter for 20 hours plus lay over
time.  Finally, the baggage problem
crashes the last hope I have with Continental.

I blamed myself for switching airport company, and
will never made the same mistake again. I spend $5,000, on flight ticket on
Continental, but I received the worst possible service in return. I will make
sure all my friends know about how Continental/United treat their customers,
and update every single word to my blog. At one point, I was about the cancel my
tickets, and re-book on Delta.

I’m
afraid that I have to go thought the same situation again, when I fly back to
Taiwan on 12/21, but after I come back to USA, I will never take Continental
again.

They’ve done the same to us. Cancelled our flight, we had to reroute with an extra day because we are disabled. The new flight was cheaper, but they won’t give us a refund, they want to give us vouchers, which I won’t b e able to use, because I am DISABLED and don’t travel that much. We’re having to leave a day early to spend the night in San Fransisco so it isn’t a 24 hour flight, which we cannot do! I am disgusted with them over this. They still have not given us our hard copy of the voucher either, as promised. AND, we have to pay luggage fees twice on the way because we are spending the night! I think they should skip the voucher and let us have no luggage fees for the entire trip, because we have to pay for a hotel room, because of their cancellation. This is my 50th birthday trip and I can tell already it’s going to SUCK, because of Continental!

“Continental Airlines” is a good website for airline booking.
and its good to hear that its merged with “United Airlines”.

Igor Kopmar”Cheap Flights” Advisor

Hi just flew from Calgary to Houston and then Orlando. Then back again.
Continental offered the cheapest fares through just one company.

All four of my flights arrived perfectly on time. They even waited for my boyfriend and I when we were late for a connection.

When i fell asleep during meal time they came back offereing anything I wanted. They had their whole credit card system down and still gave us meals free.

The sir hostesses were all amazingly nice and polite

Reading all these comments i think that Continenta has definatly improved

I am having the same issues.  I have tried calling about 10 times.  I have been on hold for 45 minutes to an hour and a half each time.  I emailed the refund department and asked to be supplied with contact information of the person that would be handling my issue.  I received an email back with another 800 number.  Guess what on hold again.  here are the emails…
Feb. 17, 2012
Attention Refund Department:
Good Afternoon,

I am writing because I am wanting to refund my tickets purchased last year
for existing ticket numbers XXXXX and XXXXX, international flight from
Columbus, OH to Honduras. The tickets are for Michelle, who had the
medical condition, and my travel companion, Karen (mother) respectively. We plan to use the tickets for domestic flights
departing in May of this year. We have tried to contact Continental Air on
multiple occasions using the 1-800-932-2732 number, however, never got through
to speak with a representative. On Saturday, 2/11/12, I spoke with Matt, who
called me back after I tried to schedule the flights on line. He was not able to
help me since the flights were international and I was trying to exchange them
for domestic. He transferred me, however, no one ever came to the phone after 45
minutes. I then tried to call the company back, which I was on hold for an hour
and a half. Later that evening, my husband called the airline, thinking that it
was just a busy time for reservations earlier, and, again, was on hold for an
hour and never was serviced. We tried throughout the week to reach Continental,
and the recording stated that the wait time would be more than 30 minutes.
Finally, on Friday, February 17, 2012, I used the online service and clicked on
“chat live”. We spoke with Tammy, and expressed our dissatisfaction with the
service we have received at Continental. It is our intention to receive a full
refund for the above mentioned tickets, as we no longer wish to do business with
Continental. It is rather unfortunate that we were not serviced upon our
multiple attempts to contact Continental. We do not want to fly with Continental
and do not feel that charging a processing fee for refunding the tickets is
appropriate.

Attached is verification of my medical condition in which prohibited me
from flying at the time the original tickets were purchased. On Feb. 17, 2012,
we spoke with Tammy, and employee of Continental Air, who explained that we
could get our tickets refunded to us due to the medical condition. A sense of
urgency would be appreciated as we are trying to schedule our flights for our
upcoming trip. A timely response to this email would be appreciated with
appropriate contact information for the representative that will be handling our
complaint upon receipt. Please contact us for any questions or concerns,
however, it is truly our intent to complete our flights with another airline.

Continental response…
Dear
Michelle Cunningham:
Thank you for contacting Customer Refund Services
regarding the above referenced ticket.
We regret that we cannot issue the refund requested,
and would like to explain why. Exceptions due to illness are granted based on
the ability to travel in the future. The illness, as described in your
correspondence, does not qualify for an exception. Please be advised that your
ticket is valid for one year from the date of issue, and may be used toward the
purchase of another Continental Airlines ticket. If the fare of the new ticket
is higher than that of the original, you will be charged the additional amount,
plus the applicable reissue fee when the new ticket is issued. To make new
reservations, please call 1-800-525-0280. If we can be of further assistance,
please contact one of our Customer Service Representatives.
Thank you for choosing Continental Airlines, we look
forward to serving you in the near future.
Sincerely,
Customer Refund
Services

Regards,

The frustration mounts.  It’s been a week now, and I still have not herd fron the rep. that was going to get back to me in 30- 45 min.
I don’t want to hear about the 370 destinations, the bio-fuels, or the satelite wifi.  Here is a noval idea, HOW ABOUT CUSTOMER SERVICE.  Stop spending all your capital on BS and get reps. that can help, or all those new feature and destination will be useless without customers.

I have been trying to book a dog from Colorado to Houston all day. No one seems to know what size aircraft flies and then a lady hung up when I asked her name after she was so rude and told me I should know what cities are close to Denver. 
The CO- UA merger has been anything but nice for the customers.
I will be looking to spend my money somewhere else.