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Rebooking Tickets
Posted by on
I already wrote a letter to complain about the unbelievable bad service I have experienced. The following is an excerpt of this letter...

I booked a flight from Amsterdam-Houston-San Francisco-Houston Monterrey. For personal reasons, I had to rebook my flight spontaneously so that I would go directly from Houston to Monterrey. Unfortunately, however, this was not possible according to Mexican and American Continental Airline hotline. When asked for an explanation I got merely told that ‘you cannot rebook that sort of ticket’ which in itself does not occur to me since it is common that you have always the chance to rebook your ticket regardless if you do it weeks or days before you are supposed to fly. To my surprise I got told that I had to buy a new ticket to fly from Houston to Monterrey even though I already paid for it in my initial ticket. So I bought a new ticket, after touching base with the hotline again if that was combinable with my ticket. According to the employee it would have been no problem.

Checking in at the Amsterdam’ airport I told the representative of Continental Airlines that I would skip Houston-San Francisco and would directly go to Monterrey. He did not mention any difficulties, let alone informed me that it was not possible to do so and that my ticket would lose its validity. In fact, he handed me over boarding passes for both the Amsterdam-Houston and the Houston-Monterrey flight without any further comment.

I went to another employee to reserve my seat for the flight back to Amsterdam. She told me that if I traveled like I intended to my ticket would lose its validity. Of course, I asked her what options I had and what she would recommend me to do. She stated that my only two options were basically to either fly to San Francisco or buy a new ticket back.

Having arrived in Monterrey I consulted the Continental Airlines’ office and illustrated my situation to get a general overview of my options. And again I got surprised by what I got told this time: according to the employee working in the Mexican office there would have been the opportunity to buy a new ticket at the airport in Amsterdam and getting a refund for my actual ticket; none of this was mentioned at any point during the conversation with the employee at the Amsterdam’ airport.

Besides that, she also informed me that the new ticket I bought from Houston to Monterrey would have been more than 100Euros cheaper if I cancelled my ticket entirely and booked the flight entirely new.

Another very interesting aspect has been that according to the information in the computer the Dutch employees adverted to me the possibility of a refund which is simply not true. Before consulting the Mexican office in Monterrey nobody ever mentioned any such a possibility. At the end, it turned out I will have to pay additional 250Euros for fees.

To sum everything up, in total I paid 480Euros extra besides the ticket I already purchased. In addition to the extra money I had to spend for complete non-comprehensible reasons, the entire situation was very stressful, worrisome and frustrating and thus exactly what you try to avoid by booking everything in advance and touch base with supposedly informed employees.

As you can see, all this is very exasperating, bewildering and portrays clearly the incompetence of the great majority of staff I had to deal with. I think it is quite astonishing how a simple rebooking of a flight can cause so much frustration on the customer’s side and demonstrate complete ignorance on your employee’s side.
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Hugh_Jorgen on 12/17/2008:
This isn't just a Continental thing, it's true of any airline - you can't book a multi-stop trip and then just decide to jump straight to the end and avoid stops in the middle of the itinerary.

This used a to be a popular way to get a better fare on some cities - book a flight THROUGH the city you wanted to end up at, supposedly on your way to somewhere else. But when you get to the city in question instead of continuing on, you get off there and save money.

I don't know what to tell you about the erroneous info you got from airport ticket agents, but they usually are not the best source for pricing information. It would have been best to have your plans firmed up before you ever took the 1st flight.

But Continental has always done right by me - so before you give up write their president Larry Keller and see what his office can do for you. Good luck.
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Continental Airlines Poor Service
Posted by on
BANGOR, MAINE -- CONTINENTAL AIRLINES from Bangor to Orlando with stop in Detroit and return with stop in Newark... Return flight was CO 2238Y departing from Gate A20 at 11:30am on 08/18/2008. This was absolutely the worse service I have ever been subjected to in my life. They over-booked our flight and told me I "probably" wouldn't be able to sit with my 8 year old son as they only had one seat left and gave me the one boarding pass and told me to try to get seats when we landed in Newark. The agent in Newark offered us a flight on US Airways, which I had no choice to take so we could stay together, and then they proceeded to lose our luggage.

When I got to US Airways I was informed by the ticket agent that CONTINENTAL AIRLINES did NOT reserve us seats and he had to make the arrangements for us! When I got into the Bangor terminal the Continental agent told me that my bags "probably" would come in on a later flight at 11:30pm and that my bags would get to me the following day. They did NOT inform me of customs documents and I was only notified when I crossed the border by the border agent coming into Canada. The 4 customer service reps I dealt with afterwards to locate my missing luggage were some of the rudest people I have ever had to deal with and constantly gave me misinformation. Each call I was told something differently. The person I spoke within the morning told me to leave a note on my door and they'd deliver it today through "Rich's Courier Service" and then when I called back this extremely rude agent told me CO only opened up a case "to be nice and... it wasn't our responsibility" to locate my luggage...

Unbelievable!!!!!!! I was finally notified that US Airways had my luggage and ended up having to make my own arrangements to get my luggage from them. I was more satisfied with the assistance I received from US Airways and will probably travel with them on my next trip as there was no "passing the buck" when I spoke to their agents. I was informed upfront as to what was going on and what needed to be done. There has been absolutely no accountability on the part of CONTINENTAL AIRLINES, and It was EXTREMELY disappointing from start to finish! I would never travel by CO again in my life. I absolutely can not get over the rudeness, lack of professionalism, and constant mis-information. I can't believe our flight was over-booked to begin with and that a mother would have potentially been separated from an 8 year old child...

Just ridiculous...and then to be told that it was basically my fault because I flew with US Airways when I didn't really have another option? They should be ashamed of themselves. When I tried to ask for a supervisor and get the last telephone agent's name she told me she wasn't going to do that and hung up on me. I just can't get over the constant poor treatment.
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madconsumer on 08/19/2008:
how nice were you to them???

since they were full, I would expect this. all airlines lose luggage.
Ben There on 08/20/2008:
The last airline you fly is responsible for finding and delivering you luggage, regardless of who you purchased the ticket from or whatever airline you began your trip with.
Cosmonautlaunchpad on 08/21/2008:
Continental's customer service was extremely rude to us as well, and hung up on us twice instead of transferring us. After our ordeal with them I'm not the least bit surprised you had the experience you did. I'm surprised they agreed to put you on a competing airline however. At least they admitted to you they overbooked the flight and didn't play the "weather" card on you or you wouldn't have even had that option.
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Continental Going Downhill In Service
Posted by on

I would like to share with you my last nightmare trip from Dallas to Madrid on June 23rd, 2008. When I arrived to the DFW airport I was told that due to weather conditions the flight CO1138 was going to be delayed two hours and therefore I will lose my connection since the airline could not find me other connection to Madrid. Therefore I was advise to come back the following date after I was assured that my flight was already reserved for the following date, and that I just will need to show up. When I arrived to my house I called Continental to reconfirm my trip the following date June 24th same flight CO1138 to find out that my entire R/T was canceled.

After I had to argue over the phone with Continental to get a new R/T ticket.
The next date on the 24th the fight is again late this time due to Tower Control issues.

I am told in spite of the delay I should have enough time to make it to my connection CO62 to Madrid since it departs from the same terminal C.
When we arrive it takes the airplane 20 minutes to the plane to make it to the gate and 10 more minutes to open the gateway. We are told that the international connections in terminal C have a cart waiting to take us to our destination. It was not the case since there was no cart when I exit the plane and the gate to Madrid flight was closed at 10:15pm.

I had to go to passenger assistance and a new ticket to CO62 at 10pm was issued together with a complementary night at Holiday Inn. We are driven over 30 min. away from the Airport to a different Hotel without notice named Western Inn isolated from the city or restaurants and given the choice at the reception to a pizza for 10$ actually it was half domino’s pizza when I open the box and drinks were not even included. The room was not clean either. On the 25th when I am ready to get into the flight I am told that the paper part of my ticket was missing and therefore I could not travel and that it will depend on the “generosity” of passenger service issuing me a new ticket.

The fact is that I had the ticket in the same condition as I was given it the night before. I realized that the officer that attended me keep the paper portion of the ticket by mistake. Finally I am able to seat in the plane to my surprise in a seat that does not recline. Also the plane has domestic configuration three seats in each side no individual TV screens and the plane is completely full plus the quality of the dinner offered is a lot worst that what used to be few months ago.

From the last time I travel internationally last December, Continental has going downhill in such manner and fast rate that is scary. Ticket prices have greatly increased but the service and services are a lot worst. I called this deceptive abusive practice and lack of consideration to your customers that I am not going to tolerate and that I am going to publicly report.


Felipe J. Ramirez
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Heart Eternal on 07/07/2008:
GOOD! I've been informing all of my friends and family to avoid this airline and to spread the word on how they're thieves and look for any excuse (even if the issue is from weather porblems to mistakes they've made themselves) to charge you and get as much money from you as they can.
RDR1978 on 07/16/2008:
Despite the obvious faults of the airlines, commercial air travel remains the fastest and cheapest way to get from most Point-A's to most Point-B's. If passengers want to be waited on hand and foot, they should be prepared to spend LOTS of extra money. My impression of the type of service many of the complainers on this site expect isn't even attainable via commercial carriers anymore. You simply won't be treated like royalty unless you pony up the dough for an account with NetJets or Flight Options (fractional private jet ownership). I certainly cannot afford that... so I stick with the airlines and hope for the best!
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Punctuality of Flights
Posted by on
USA, TEXAS -- I am seriously very disappointed in the punctuality of flights within the USA. This was brought to my attention on my recent trip there when I had to go through the experience myself. I had taken a flight from Singapore (my original destination) to New York and worked my way down to Dallas, so naturally on my way back had to catch a domestic flight from Dallas back to New York. I engaged the services of Continental Airlines as the itinerary was perfect (6.15am from Dallas to Houston, due to reach at 7.21am and than 7.55am from Houston to reach New York, JFK airport at 12.43pm).With this itinerary, I would be able to go on straight to my international flight which was scheduled for 4.30pm from JFK. In fact, I had the option of another airlines which would cost me half of what I paid for Continental Airlines (US DOLLARS327.49). It's just that the itinerary required me to stay overnight which I was not willing to do, so I paid a bit more and decided to go with Continental Airlines.

According to my itinerary and schedule, everything was supposed to go smoothly, even to the extent that my bags were checked all the way from Dallas to Singapore. Little did I know that the very first flight (Dallas to Houston) I took got delayed in landing so naturally I missed my connecting flight from Houston to New York (the 7.55am one) . The airlines put me on the next flight out which was due to depart at 10.43am and reach New York by 4pm. Even this flight came late and you guessed it, I reached JFK at the time I was supposed to be on my international flight to Singapore.

After checking out at the respective counters and making sure nothing else could be done, I approached the Continental Airlines counter. After waiting for another half-hour, finally the counter staff helped me. They were definitely very kind, offered me comforting words and arranged for my accommodation as my next international flight would only be the next day at 4.30pm.

The minute I reached the hotel, I called my parents to inform them that I had missed my flight and would be delayed by a day. The next thing I knew, a couple of hours later the reception called me and told me I had a USD $90 bill to settle. I was beyond words, all I had done was make a 2 minute call to Singapore, how did that come up to US DOLLARS90. So naturally I refused to pay that kind of money. The reception threatened me that if I did not settle the bill, they would tell the airlines not to board me the next day. You can just imagine how I must have felt. Firstly, missing my international flight due to Continental Airlines, on top of that all the time wasted waiting and than to receive such treatment in the hotel. Only I know how I spent the night, not at all happy, in fact lonely, miserable, scared and terribly home sick.

Of course the next morning at check out, the hotel made me pay a nominal sum before they let me go. At this point, I just wanted to go home so I paid what they asked.

As if not enough traumas for a trip, I realized my suitcase was lost. This bag contained all my shopping and valuables from my trip. This was the last straw. I got to Singapore and put up a baggage claim as advised. I spent 3 torturous days and sleepless nights of checking up and monitoring before I received my bag which came back intact but with small damages to the trolley and handle. (probably rendering it useless for future travelling).

I just want to inform Continental Airlines that it might be a half hour delay here and there for them, but sometimes that can amount to a lot as I have had to experience thanks to their "efficiency". Not only physically draining but mentally and emotionally too. It's really not fun to end such a wonderful trip on such a low and most importantly, it's not like the flight is cheap. US DOLLARS327 IS A LOT OF MONEY.

I just hope that the airline bucks up and in general the other airlines in USA too. If we pay you for a service, it is your duty to deliver. I think that’s only fair.

Best Regards,
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Anonymous on 06/28/2008:
Any call from a US hotel is ultra expensive, whether domestic or international.
You should have shipped your purchased items ahead of you and carried you valubles in your carry on. Bags get lost and damaged no matter which airline you fly. And checking them through to your international flight increases the chances.
Flight delays happen. Weather, mechanical issues. If your itinerary doesn't allow for the possibility, then you have no choice but to relax and deal with it.
The airline seemed to have tried to accommodate you.
Your "traumas" were cause by your own poor planning. Not everything in life works out perfectly.
dan gordon on 06/28/2008:
Expedia and many other websites tell you the percent of on time performance for any flight. When connecting to an international flight giving yourself lots of time seems to be the best course. Saving $$ when everything goes smoothly sounds great but maybe coming in a day early would have been better in hindsight.
Anonymous on 06/28/2008:
You should get a 1 800 Call ATT card for your long distance calls and probably use a payphone instead of a room phone.
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Good Service
Posted by on
I take two to three trips to Reno from Philadelphia a year to pick up my 2 children for scheduled visitation (they reside in Reno with their mother). I purchased a one way ticket for myself from PHL to Reno for June 2nd on Delta airlines with a connection in SLC and then purchased three one way tickets back to Philly from Continental for the next day (Continental had a better schedule than Delta returning to home).

Because of reasons beyond Delta's control (a passenger on my PHL-SLC flight had a panic attack before we could take off and caused us to be 2 1/2 hours delayed) I missed my connection in SLC to Reno, which was the last flight out that night. Delta was very accommodating and put me up in a hotel for the night in SLC. However, this delay teamed with Delta only being able to get me to Reno the next day was also going to cause me and my kids to miss our outbound flight from Reno to PHL on Continental (I typically fly in to Reno and back home the next day so that I can spend as much time as I can with my kids in my area).

As soon as I arrived in my hotel at SLC I immediately called Continental to explore my options for my return flight. I spoke with an agent that informed me that they had no flights with available seating from Reno to PHL until Saturday, and that the cost of that flight would far exceed the cost of my original one which means I would have had to pay about $2,000 for the fare difference.

At this point I began to freak out to say the least (not verbally towards the agent, just an overwhelming sense of helplessness). The agent then asked me if there were any other airports in the Philadelphia area that I would be willing to fly in to and I told her that Atlantic City or Lehigh Valley were also very close.

The agent searched (for about 25 minutes) and found a flight leaving on Wednesday June 4th (the day after I was originally supposed to leave) going to Baltimore (about and hour and fifteen minutes from my house) which had 3 available seats. I though that this was perfect...then she told me that the fair difference was going to cost me $1,495 and I again began to freak out because this was very expensive and she had told me this was pretty much the only thing she could do unless I waited until Saturdayt to leave Reno.

I explained to the woman how I would not be able to afford that price difference and again explained to her why I needed to change the flight (the delay fom Philly to Reno). She then placed me on hold so that she could speak with her supervisor and see what could be done.

About 5 minutes later a supervisor came on the phone and asked me to explain my situation, which I did. He then told me that he could do an even exchange for this new Baltimore flight (simply cancelling my Reno to Philly trip and applying the money I spent on that to this new trip and charging me nothing else). The supervisor even waived the $100 per ticket exchange fee! I was elated!! All he asked me was that I consider Continental for my future travel needs.

With airline travel the way it is today (checked baggage fees, rude staff, etc.) there is still some airlines and their employees willing to go that extra mile for a customer and I will definitely be flying Continental again.
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Anonymous on 06/09/2008:
I love happy endings. Thanks for the post.
jenjenn on 06/09/2008:
This is awesome!! Great news.
DebtorBasher on 06/09/2008:
It's nice to have someone come on here and post a compliment after reading so many complaints...thanks...and enjoy your summer with your kids!
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Rude Flight Attendant
Posted by on
MASSACHUSETTS -- Flight originated in Honolulu, HI with a destination of Newark, NJ. Departed HI at 9:35pm Hawaii time and flight was 9.5 hours.

I was seated in 35F. A young girl in seat 35E and her mother in seat 35D.

Flight was 9 hours and I repeatedly was awakened by the thrashing of the sleeping girl. She would hit and kick me in her sleep. Several times I would wake with her face buried in my left arm, her face on my lap or both her feet on my lap. I had woken her mother twice to have her daughter sit up but this was of no help.

I contacted a flight attendant and explained to her the problem. I then asked her if she could please ask the mother to switch seats with her daughter. The flight attendant looked at the mother and daughter and very sarcastically said, "They're sleeping, I'm not waking them up!" and walked off.

I was both shocked and very frustrated as I had not gotten very much sleep sitting next to someone who continually hit and kicked me while I tried to sleep!

I tried to get the flight attendant's name so that I could include it here in my complaint but her hair was covering her name badge. She was of Asian descent and wore no glasses.

I submitted my complaint to CA asking for the company to address this situation with the attendant so that this isn't repeated. The flight attendant was both rude and unprofessional to me and this behavior towards passengers is not appropriate.

A 4 weeks later I received the following email (in quotations):

"Thank you for contacting Continental Airlines. I apologize for the delay in responding to you. Our email volume has been heavy and we are catching up as quickly as possible.

I was very sorry to read that you had such an unpleasant experience on your return flight from Honolulu to Newark Liberty on September 18, 2007. I understand your frustration and I apologize.

While your request of the flight attendant was not part of her required duties, certainly she could have handled the situation better, as there is no excuse for rudeness from any Continental employee. Our employees are expected to treat passengers with dignity and respect at all times. I regret that this was not your experience. I have forwarded an internal Customer Care report regarding this, to the management personnel responsible for review and corrective action. I am confident that every effort will be made to identify the flight attendant and address the issue with her.

For future reference, if you ever have situation like this occur again, you are more than welcome to change seats as long as the seat belt sign is not let. I did check flight 14 and found that there were empty seats on the flight.

Thank you for choosing Continental Airlines. You are a valued customer and your business is appreciated."

I replied to the email stating that I appreciated forwarding the Customer Care report regarding this matter and that I would appreciate a follow up as to the corrective action and identification of the flight attendant in this matter.

A few days later I received the following email (quotations):

"Unfortunately due to privacy laws we do not disclosed any corrective actions taken with our employees and we will not be able to get back with you concerning this matter. The corrective action taken will depend upon the service record of the employee, and it is up to her supervisor as to what will be done.

Again, thank you for writing. Please accept our sincere apology for the circumstances you described. Your comments are appreciated since this is one of the best ways we have of knowing which areas need additional attention. We hope you will continue to make Continental your airline of choice."

To cap, I don't know if I'd fly Continental Airlines again. I'm not sure if it's not worth flying with an airline who just emails their customers an apology and where there is no way for the customer to know if anything has been really done to correct the matter. What assurances can can a customer expect that this employee will be
addressed regarding the matter? I really have no way of knowing when told that I would not have anyone to get back to me on this matter.

It would be nice to receive an apology from the flight attendant who was rude to me
to begin with, but I know that won't ever happen. Which is why I wish more airlines would
consider hiring people not only qualified to do their job but folks who also have a
friendly personality. I can assure you that this flight attendant was in no way
friendly to me.

I do hope that this employee is told to behave more appropriately. Also, if this type
of situation occurs, the flight attendant could've suggested a a move instead of being rude. I didn't know I could've requested another seat. If the flight attendant had told me I could have changed seats, I would've done so immediately! Instead, I had to deal with her rude behavior.

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MRM on 01/09/2008:
Instead of having the mother and daughter to move, you should have ask if you could move to another seat where it is quieter. 9 hours of flight in a confined space is torture, might I add.
Anonymous on 01/09/2008:
Looks like CA did everything by the book. They answered your emails and said they would deal with the problem internally. What else were you wanting out of this?
Anonymous on 01/09/2008:
This was handled both correctly and professionally. As SB says above, what else do you expect? If this is the worst thing that ever happens to you, I envy you.
bargod on 01/09/2008:
Why stop at a letter of apology from the flight attendant. Why not get one from the pilot and the ground crew as well. Like Superbowl said, it looks like CA did everything they could to make things right. What else do you want? a free cookie or something.
GothicSmurf on 01/09/2008:
I agree with everyone else. And even though it is uncomfortable for you, your right to a peaceful rest does NOT usurp or override the right for the mother and or daughter to rest.

You should have asked to be moved, NOT asked to wake the mother so she and the child could switch seats.

It is not the job of the flight attendant to ask other passengers to move because a 3rd party passenger asks them to.

Imagine the chaos that would ensue. People could ask other passengers to be moved from an attendant based on hair color, skin color, smell, height, etc. Where would it end? Next time ask if you can move.
Hugh_Jorgen on 01/09/2008:
What do you want? Should they fire the flight attendant because she was rude to you?
jktshff1 on 01/09/2008:
What they all said.
Next time book 3 seats together for yourself and you won't be bothered.
Anonymous on 01/09/2008:
jktshff1 -- You pealed the letters right off my keyboard. DITTO.
Anonymous on 01/09/2008:
I'm with Stew on this one.
Anonymous on 01/09/2008:
Wow - I'm impressed by the response you received. You might not have all the details you want, but you should at least be happy with the acknowledgement. That's more than most companies do these days. At least you know they read your letter and are taking it into consideration. Done.
jenjenn on 01/09/2008:
The flight attendants name is irrelevant at this point. You should have just asked to move. Easy answer!
msnanny on 01/09/2008:
Personnel matters are private. How would you like it if your boss discussed any concerns he had about you with everybody else in the office? Stop wearing your feelings on your sleeve and get over yourself, you're really not that important.
HKong on 01/09/2008:
I was thinking what would have happened if that girl was asleep with her head in is lap and the mother woke up and saw that.
Ben There on 01/11/2008:
I think Continental did a great job with this one. They gave a professional apology with a nice dose of reality - you asked someone to do something she is not supposed to do and you could have moved yourself cause there were empty seats. You pushed the line with your second email. If privacy and rest are so important to you, fly first class next time. Continental has a great first class to Hawaii as it is the same seats as their business class to Europe.
CMBlue on 01/11/2008:
Read the last paragraph? He said in his last paragraph that he didn't know he could change seats and that had the fa told him that he could, he would've done so immediately.
Ben There on 01/12/2008:
Yes I read the last paragraph, right after all of the others which are about him asking a flight attendant to make other people change seats. Why would you think it would be OK for other people to switch seats but not yourself?
CMBlue on 01/13/2008:
Why would you think it would be OK for other people to switch seats but not yourself?

As stated in his last paragraph:
"I didn't know I could've requested another seat. If the flight attendant had told me I could have changed seats, I would've done so immediately!"
Mrs. V on 01/14/2008:
I do agree that CA did what it was suppost to, and very well at that.

But to answer your question on why CA could not provide you with any other information, it is a matter of not only privicy but one of security.

familytravel on 01/17/2008:
As Continental stated, your request was not one of the flight attendants duties. You should have politely asked the flight attendant if you could move to a different seat in a quieter area. You should be happy that the airline responded to your complaint at all. The airline WILL find out who the flight attendant is---they keep logs of the crew for each flight.
kapstaad on 04/28/2008:
What the hell are all you people thinking? You say the passenger who was repeatedly disturbed by someone elses' kid should be the one to move. So if you have a next-door-neighbor who plays drums in the middle of the night, you should buy a new house? If you're watching a movie, and the person behind you won't stop talking or kicking your seat, you should go see another movie? Seems to me the entity causing the problem is the entity that needs to make a change. Besides, all this talk of the FA being rude is nonsensical. The rudeness was on the part of the kid's mother; if she wasn't a completely selfish ignoramus, she should have VOLUNTEERED to change seats with her kid (or move). The blatant lack of consideration for others shown by the mother is the problem -- not Continental, not the FA, and certainly not the passenger who was inconvenienced.
Heart Eternal on 05/10/2008:
I definitely agree with Kapstaad here. Because its true, if you don't make a big deal to careless ppl like this Mother and her psycho kid, the mother will never care if her kids face is ending up in some other mans lap. Besides he was only asking for the mother and daughter to SWITCH seats not get a DIFFERENT one.... don't you ppl read??

And most of you people are ridiculos because hes specidicly added at the end of his post that he HE DID NOT KNOW HE COULD CHANGE SEATS. What's so difficult to understand??? So quit posting that he should have asked to change. As for CO airlines they're usually rude flight attendants or at least impatient ones that would freak out and scold ppl who don't sit in right seats.

Speakin about the flight attendants, the one who was rude to this man should have offerd or bother to care and offer him another seat, instead of just leaving it at that. Common sense. Period.
g on 11/03/2011:
Someone needs to remind these stewardesses that they can be replaced with vending machines.
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Lost Luggage - lack of accurate information or help
Posted by on

On April 30, 2007 after returning from our honeymoon from Puerta Plata, Dominican Republic to Pittsburgh, PA, we discovered after waiting at the baggage claim area that our luggage was missing. When we went to the Continental Desk the lady said that it never left Newark and that we will get it the next day, Tuesday. I called Tuesday at around 10:30a.m. the person I talked to said they just got my bag at 10:00 and they will be delivering it within 5-6 hours. 4:00 p.m. 6 hours later, it still never came, so I called again. The person I talked to said that the delivery service is behind but we will be getting it soon. 8:30 p.m. 4 and a 1/2 hours later, still no bag, so we called again, we were told that we will be getting the bag that night. 10:30 a.m.,still no bag, so we called again, this time to our dismay the lady, Alyce, said that our bag isn't in Pittsburgh its in Newark, that someone in Pittsburgh closed our file by mistake.

Wednesday. I called around 9:00 a.m. now I was told that the bag is still not yet in Pittsburgh and to call back later in the day since there are flights still coming in. 3:00 p.m. I called back, still no sign of my bag.
Thursday. I called around 10:30 a.m. Now I am told that the bag may of never left Puerta Plata and to call back in the afternoon. I called back around 3:30 p.m. I was told that they have no idea where my bag is. That it might be to another unknown destination.

Friday. I called around 10:30a.m. Now I am told that our file number that the counter gave us as a receipt for the luggage is not in the system. The lady I talked to, however was very nice and cooperative, and I actually believe she was trying to help. She couldn't trace my bag, so now I have to wait til Monday to see if they have it at their warehouse where the unclaimed luggage goes.

On a further note, some agent from Continental has called the few days to ask if we got the luggage. When they were told that "no, we didn't" they proceeded to say that they are actively looking for the luggage. Now why would they call and ask if we got it and then tell us they are looking for it? This just goes to say that they have no idea what is going on. How hard is it to move luggage from A to B, especially since we had over a 3 hour layover.

The last call I made was today, at 8:55 a.m. I spoke with an agent, Joyce, I asked her if I could speak to a supervisor, she said I am not allowed to speak to a supervisor. She said that even if I call and ask to speak to one I wouldn't be able to speak one. That she would put my file on their desk and they will call me if they can. This is just ridiculous. I faxed my claim to them 2 days ago and it still isn't in their system and has not been assigned to anyone to find my luggage. She said they will get to it when they can.
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User Replies:
Anonymous on 05/10/2007:
Sometimes you have to pass over the local rep's and call Puerta Plata, Dominican Republic direct, if it's not there call Newark. You can be doing everything the CSR's are not doing.
Noneill on 05/10/2007:
Wow. Good thing the honeymoon was over and not just starting.
Anonymous on 05/10/2007:
Noneill, why? Are clothes needed on a honeymoon?
Noneill on 05/10/2007:
Well there could be other "things" in the luggage too!
familytravel on 05/10/2007:
I would try to call Puerta Plata direct. When you call Continental do you call the direct 800 number, or do you call baggage claim at Newark? Good luck!
Chrissie on 05/11/2007:
I only called the 1800 number. the number they gave us for our luggage. Do you think it would help to call puerta plata or neward directly? if so, who would I call?
Chrissie on 05/11/2007:
Who would I ask to talk to if I called Puerta Plata or Newark?
familytravel on 05/11/2007:
Chrissie, go online to Continental or call the 800 number. I couldn't directly find the baggage claim number on the website, so ask for the direct number when calling Continental direct. I ran into a problem similar to this with American years ago, and when I called the baggage department at the actual airport I was able to get it back. Even try calling the Presidents Club at Newark--they would most likely have access to a number. If you reach someone, explain the situation and ask if they can help you. Just explain that corporate isn't helping and you wanted to check with them direct. Good luck--hope I helped.
familytravel on 05/11/2007:
I think Newark would be the best place to call--since its Continental's base
Chrissie on 05/14/2007:
Thank you, I am going to try that today and I will get back to you as to whether or not it worked!
familytravel on 05/15/2007:
Chrissie--We're you able to find anything out?
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StarEmpty StarEmpty StarEmpty StarEmpty Star
Worst Tires EVER!
Posted by on
Rating: 1/51
I purchased new tires for my car on December 15, 2011. One year and 5 days later, I failed inspection because I needed new tires. I've driven 20,204 miles. In April of 2012, one of my new tires blew and I replaced it. That one was still OK but the rest were shot. I've never had a 20k tire before and I'm extremely disappointed that they would put such a crappy tire on a Mercedes as standard equipment. The dealer wanted $380 EACH to replace these with the same sub-standard tires! I went back to Michelins. I've never had a problem with those. Hopefully they'll last longer than a year.
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Bill on 01/07/2013:
Continentals are usually put on new cars because they're cheap.
I've purchased new cars in the past with continentals and I was lucky to get 20,000 miles out of them.
You will be much better off with the Michelins.

I've had good luck with the Goodyear fuel saver line on my Honda.
Dryer Lint on 01/08/2013:
Cheap? How about they put on a soft compound tire to match the performance profile of the vehicle. Sure you can put on a touring ride tire on your car and it'll last forever but probably not something I'd want on a Mercedes
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Lost luggage
Posted by on
On July 12,2011 my husband and I arrived in Newark at 6:30 PM on flight Co1828 our checked bag did not. After a half hour waiting in line I was told the bag probably was on a later flight and would be delivered to our homw before midnight.
The bag never came. I called the number provided and was told I had to wait 5 days before filing a claim because tags fall off. Our bag has our name and address in 3 different places so a lost tag isn't an excuse.
After telling the representative my husband is a diabetic and needs to test his blood they said "he should have a back machine" I told her the bag contains most of our summer clothes.
The reply was "that's a shame"The next phone call I was put on hold for 10 minutes and then cut off.
It has been a month since the bag was lost and still no help from Continental.
The icing on the cake is we paid them to lose our bag.

Needless to say we are not happy with Continental, not just because of losing the bag but the service and attitude of most of the reps.
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MissLeopard83 on 08/09/2011:
That's why I hate checking my bags unless absolutely necessary. Did you go all the way to the top on this issue? I would contact corporate if you haven't already. Be the squeaky wheel. You deserve to get your belongings back. Or they should at least reimburse you for the lost items:

Mrs. V on 08/09/2011:
Sometimes calling is not the best way to handle a complaint. Try email/e-form/snail mail. That way they (and you) have a paper trail.

Here is a extesive contact list for Continental:
(Mailing address)
P.O. Box 4607
Houston, Texas 77210-460

(Physical address)
1600 Smith Street
Houston, Texas 77002

Telephone: (713) 324-2950
Toll-free phone: (800) 932-2732
Fax: (713) 324-2687

Continental Airlines, Inc.
Customer Care
900 Grand Plaza Drive NHCCR
Houston, TX 77067-4323
Telephone: (800) 932-2732 and press 0 twice.
Fax: (713) 652-4997

Continental Airlines
Customer Refund Services
P.O. Box 3046 HQJRF
Houston TX 77253-3046
Refund Request Form
Fax: (713) 324-1431

Note: Please see this Continental Airlines page for specific instructions on how to handle your lost/damaged baggage and missing property claims: Damaged, Delayed, Lost Baggage and Missing Items.

Continental Airlines Baggage and Lost and Found
Continental Airlines
Baggage Resolution Service Center
611 Lockhaven Drive
Houston, TX 77073
Telephone: (800) 335-BAGS (800) 335-2247
Online baggage tracking
Lost and Found

How to get through to an operator:
Dial (800) 932-2732. Press 0 followed by 0.
BEJ on 08/09/2011:
I am sorry you lost your bag with Continental. My husband and I had a similar experience on our flight from Los Angeles to Oslo with a connection through Newark. My bag made it to Oslo but my husband's did not--went to Denver instead of Oslo. We did get our baggage within 36 hours.

My question would be why would you pack in checked luggage your husband's diabetic testing supplies. I always keep my valuables with me in my carry on luggage.
S.Collins on 03/15/2012:
I was heart broken when my son, who is 20yrs old and was his first trip away alone, called from Missippippi to tell me his luggage was lost. Two days later it was delivered to him, not in the condition it was when he last seen it. There were holes and rips in his new bag, items were missing and his laptop was broken....He felt terribly violated and down-hearted by this, and I being a mother felt helpless.....What was the reason behind such aggressive behaviour on behalf of Contintential Airline....I have yet to find someone who can answer my questions....I will include my e-mail address....maybe someone out there can direct me to finding
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Stolen laptop
Posted by on
I paid twenty five dollars to check my bag, when I got to my destanation my laptop had been stolen from my bag. Continental has not helped in any way. they just give you more hoops to jump through hoping you will give up. now I am a victim of idenity thief. wonder where they got my info? thanks for turning my trip into a nightmare and destroying my life. apparently one of the perks of working for this company is you get to keep what you steal from the customer. you would think they would have camera's on your baggage but if they do. they do not bother to check it. so they have folks that work for them who will steal your belongings. I will never fly with them or the company (united) who is about to join with them. think twice about flying with them, as you may never see your belongings again, as it was with me. they will not help you in any way. be forewarned.
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tnchuck100 on 04/02/2011:
NEVER check ANY valuable items in baggage. ALWAYS carry-on items of this nature. Expensive lesson.
Ben There on 04/02/2011:
It is highly recommended by all airlines that you don't check laptops in checked luggage. While there is always a chance that a Continental employee got your computer, it also could have easily been the TSA.

When you check a bag with any airline in the USA, they must hand it over to the TSA screens your bag and gives it back. Unlike airline employees who just have to make a lucky guess if your bag is one of the few with a laptop, the TSA has a very fancy machine to take the guesswork away from them.
getoverit on 04/02/2011:
This is truly unfortunate. However, I would ask what the OP thinks the airlines can really do in a case like this. They have the means to track down a baggage item that gets routed to the wrong airport and that kind of thing, but what can you expect them to do in the case of something that was removed from a suitcase?

Good suggestions here about not putting valuable things in a checked bag. Even if Continental is liable in some way (which I doubt), I'm sure you can't hold them accountable for the identity theft, or any ramifications of losing data and information that was on that laptop. I hope you have backups and everything.

Ytropious on 04/02/2011:
Exactly, GOI. They can ask all the employees "did YOU take the laptop?" But all they have to say is no and that's that. Can't even prove anyone from Continental took it. Was it locked even?
leet60 on 04/02/2011:
+10tnchuck100. I never put anything of value in checked baggage. The real issue in filing a claim or holding someone liable in this case is that it is impossible to determine which party pilfered the item.

The bags are touched by airline personnel, TSA employees and "ramp agents" that may work for the airport. While some areas may have cameras, the employees are generally aware of where the cameras are located and can easily circumvent the system by moving the bag to an area out of the camera's view.
Kurizumaru on 04/04/2011:
I'm with the OP on this one. You pay money to check your baggage under the assumption that once the airline takes possession of it, they are responsible for it. That being the case, I'd contact a lawyer to see if anything can be done about this, but the airlines have teams of lawyers. Good Luck.
Ben There on 04/04/2011:
The airline has no choice in handing it over to the TSA for inspection... You would need to sue the TSA too. I am sure lawyers for both would point out all the signs all over the airport saying don't check electronics.
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