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Continental Airlines Complaint - Lost Luggage - lack of accurate information or help - Lost Luggage
Complaint
PITTSBURGH, PENNSYLVANIA -- To Whom It May Concern:
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.
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.
Comments:
Posted by superbowl on 2007-05-10:
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.
Posted by Noneill on 2007-05-10:
Wow. Good thing the honeymoon was over and not just starting.
Posted by superbowl on 2007-05-10:
Noneill, why? Are clothes needed on a honeymoon?
Posted by Noneill on 2007-05-10:
Well there could be other "things" in the luggage too!
Posted by familytravel on 2007-05-10:
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!
Posted by Chrissie on 2007-05-11:
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?
Posted by Chrissie on 2007-05-11:
Who would I ask to talk to if I called Puerta Plata or Newark?
Posted by familytravel on 2007-05-11:
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.
Posted by familytravel on 2007-05-11:
I think Newark would be the best place to call--since it's Continental's base
Posted by Chrissie on 2007-05-14:
Thank you, I am going to try that today and I will get back to you as to whether or not it worked!
Posted by familytravel on 2007-05-15:
Chrissie--We're you able to find anything out?
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