Continental Airlines Complaint - Poor Customer service
HOUSTON, TEXAS -- I flew Continental on 10/18/07 from Houston to Ontario. Because continental does not allow you to get seat assignments through Expedia, I had to wait until I got to the airport to get my seats. I was traveling with my wife who needs wheelchair assistance. We got to the airport 2 1/2 hours before our flight from New Orleans and 5 hours before our connecting flight in Houston. We were able to get seats together for the first flight, but the second flight was overbooked so there were no seats together.
I was told to talk with the counter staff in Houston and explain my wife is disabled and needs assistance and they might be able to help me. I waited 30 minutes for the counter staff. When they finally got to me 20 minutes before boarding, I explained my dilema and also let them know I need a wheel chair for my wife. The woman at the counter replied, "The plane if full, there is nothing I can do... next".
I then waited for 20 minutes for a wheel chair. When 5:25 arrived I went back up and asked her about the wheel chair, she rudely replied, "I already called for one!" I apologized to her and told her I hadn't seen her call someone. She then got on the phone and spoke with someone in a hushed tone.
She then called for the seating of 1st class passengers, then she called for elite passengers, she then called to board those who needed special assistance. We still had no wheelchair. I shook my head and stood up to walk my wife down myself. The woman at the counter yelled at me, "Sit down, your wheel chair is on its way!"
She then called for general boarding. Three minutes later, the wheel chair arrived and we finally got seated. I asked the flight attendant inside if she could help us. She said all she could do was ask those seated around us if they'd be willing to move. I thanked her and asked her to do so. She never did.
All I can say is that this crew was not particularly helpful to those traveling with special needs and that I'll probably avoid Continental in the future. I wrote to both their customer care and directly to their CEO Larry Kellner. I haven't heard from them yet, but it hasn't been long. If I do, I will be sure and post their response on here.
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