Continental Airlines Complaint - Open Letter to Continental Airlines
Dear Customer Care,
I truly hope that something is done regarding the poor level of service and the lies I was told regarding my reservations I made on 15 March 2007.
Early that morning, I had been informed that my grandfather had passed away. Not more than an hour later, I tried to book flights for myself, my husband, my brother, his son, and my step-brother to fly to Florida from Newark to attend the funeral. Having a bit of trouble, I called Continental, where I reached an agent who told me to buy the tickets online because she would have to charge me more if I went through her. Although she was helpful, she did not give me the bereavement discount that you can only obtain by phoning Continental (your Web site clearly states this on this page:
I never received an email receipt with the itinerary to send to my siblings and husband letting them know our information, so I called Continental. The person, whose name wasn't given, LIED to me and told me that the reason why I hadn't received an email was due to security reasons. My "pending" credit card, she LIED, was tied up with some department that had gone home for the day. She LIED and said that there was nothing she could do. I replied that I had made the reservation in the morning and that it didn't make sense to me. She said that all the orders go into a queue, and that they had a huge volume of calls, etc. I then requested a supervisor whose name is Ms. Mizami, who continued to LIE to me about why my purchase was pending. Ms. Mizami also LIED and refused to name the service rep who transferred me to her. She LIED and said "I don't know."
I wasted more than 40 minutes of my time on the phone with your customer service people who LIED to me. I called American Express to find out what the problem was, and it was very simple. I had used one of my cards that didn't reach the credit limit needed to purchase the tickets.
Why couldn't your people have told me that right off the bat? Why did you have to LIE to me? Why did I have to go through so much grief in the middle of my mourning? It was incredibly bad service.
Do you know how you were caught in your big LIE? After I called Continental back and requested to change the method of payment to another of my cards that more than met the limit, this same day mind you, my itinerary showed up in my email box not even 1 hour later.
You should be honest with your customers. If there's an issue with the credit card, tell them. I was so upset by the prospect of not being able to be there to participate in the religious burial of my grandfather that I broke down in tears on the phone with your service agent -- Ms. Mizami, the one who continued the lie.
I have been a loyal Continental customer for a long time, even through other bad service experience. However, this is just too much to just take without writing a letter. I was treated very poorly by your organization during one of the worst days of my life, and I won't forget it.