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Continental Airlines Complaint - Bad customer service / Bad flight / Bad everything! - Roundtrip flight PBI to CLE
Roundtrip flight PBI to CLE - Complaint
WEST PALM BEACH, FLORIDA -- I have frequently visited this page and felt the need to share my horrible experience with Continental that ended today. I am a recent college grad and moved from Cleveland to South Florida. I wanted to go home for Thanksgiving, so I bought a ticket a couple of months before Thanksgiving to avoid a high price. I have a small dog that I wanted to bring home so I called Continental to bring him as an in-cabin pet. I had purchased a travel bag for him that was the exact dimensions that Continental had on their website that pets must be in. When I called on 11/15 and they said it would be a $190 dollar charge, which was fine, they checked to see if there was room (bc only a limited number of animals can fly) and they ran my credit card over the phone. They also assigned me aisle seats on my arriving and departing flights. After they ran my credit card, they told me that pets must be under 10 lbs. Well, my dog is 13 lbs, but he fit well within the specified dimensions. There is also nothing on the website about the weight limit for pets. I asked if he would be ok to fly and they said it was up to me but there was a chance he wouldn't fly. The lady was sort of rude, but I figured whatever, her job sucks so I let it go.
I thought about it for a couple days and I decided to just board my dog instead of risking it on Continental bc if we didn't get on the flight, I was going to miss Thanksgiving with my family. So I called on 11/17 and told them that I was cancelling my pet's ticket bc I thought it was too risky and I wanted to make sure I was not preventing someone else from boarding a pet. The lady was very nice, definitely elderly, and I was happy to learn they would receive the $195, although I thought it was strange they would be mailing it to me instead of putting it back on my VISA. a few more days pass and it is Tuesday 11/20 and I leave the next day. I am packing and then I think about my reserved aisle seats and hope that I didn't lose those bc I cancelled my pet's reservation. So I call Continental and speak to this nasty woman who tells me my ticket has been cancelled and they are giving me a refund and that is all she will tell me. She is incredibly rude and talks over me when I tell her that I never cancelled my ticket. All she offers to do for me is to rebook my ticket. I keep saying "No, I don't need my ticket rebooked.
I need my cancelled ticket to be reinstated". There is no way I was going to pay for another ticket two days before Thanksgiving. I ask for her manager, she puts me on hold for 15 minutes and hangs up on me. I call back and get a polite man, who tells me that he sees that I had only cancelled my pet's reservation but for some reason, my entire reservation has been cancelled. He puts me on hold to see if he can get me reinstated. After almost half an hour, he tells me the good news that my ticket has been reinstated and the $195 would be going back on my VISA. I was so happy bc I really thought I was going to get screwed by Continental. Fast forward to my flight, I of course get a middle seat bc that is all that was left when my ticket got reinstated, but I can deal. On the way back to FLorida, I sit in a two seat section and the seat next to me is empty.
This is perfect because I am exhausted. Right before takeoff, a flight attendant tells me that someone's seat is broken and she will need to sit a gentlemen in the seat next to me. I prefer aisle so I get up to let the person in and it is seriously a 400 pound man. I give the attendant a dirty look but I don't want to look like a jerk so I let the guy in. HE can't fit the divider down and he is halfway in my seat. I try to sit down, but the only way I can sit down is if I am fully turned in the aisle and even then I can feel his fat against my back. It was so uncomfortable and the attendants kept banging the drink cart in to me, but I seriously could not move in. Too make it worse, he was sweating and had body odor. I finally land and figure I will just sleep everything off. SO I wait almost two weeks for my refund (I was told I would have it in 3-7 days). I call today to see where it is. The main reservation line says that they will have to transfer me to the refund department.
The first lady says she shows it was refunded already and to call my credit card company. I say no, and she abruptly puts me on hold and then hangs up on me. I call the reservation line again to be transferred (bc I didn't write the refund line # down) and the girl tells me she cannot transfer me bc it is an 800 number and acts like a snot when I tell her I was just transferred. at this point, I am sick of these stupid Continental games so I tell her she's a moron and that it sucks to have her job, and hang up. not very mature, I know. I call the reservation line again and am transferred again to a polite girl who sees that there is a refund request in the system as of 11/17, it has just not been processed.
Of course not, why would it be? SHe says she will make sure it is processed today so we will see if I get it back on my visa in the next couple of weeks. But I will definitely never fly continental again after that headache.
I thought about it for a couple days and I decided to just board my dog instead of risking it on Continental bc if we didn't get on the flight, I was going to miss Thanksgiving with my family. So I called on 11/17 and told them that I was cancelling my pet's ticket bc I thought it was too risky and I wanted to make sure I was not preventing someone else from boarding a pet. The lady was very nice, definitely elderly, and I was happy to learn they would receive the $195, although I thought it was strange they would be mailing it to me instead of putting it back on my VISA. a few more days pass and it is Tuesday 11/20 and I leave the next day. I am packing and then I think about my reserved aisle seats and hope that I didn't lose those bc I cancelled my pet's reservation. So I call Continental and speak to this nasty woman who tells me my ticket has been cancelled and they are giving me a refund and that is all she will tell me. She is incredibly rude and talks over me when I tell her that I never cancelled my ticket. All she offers to do for me is to rebook my ticket. I keep saying "No, I don't need my ticket rebooked.
I need my cancelled ticket to be reinstated". There is no way I was going to pay for another ticket two days before Thanksgiving. I ask for her manager, she puts me on hold for 15 minutes and hangs up on me. I call back and get a polite man, who tells me that he sees that I had only cancelled my pet's reservation but for some reason, my entire reservation has been cancelled. He puts me on hold to see if he can get me reinstated. After almost half an hour, he tells me the good news that my ticket has been reinstated and the $195 would be going back on my VISA. I was so happy bc I really thought I was going to get screwed by Continental. Fast forward to my flight, I of course get a middle seat bc that is all that was left when my ticket got reinstated, but I can deal. On the way back to FLorida, I sit in a two seat section and the seat next to me is empty.
This is perfect because I am exhausted. Right before takeoff, a flight attendant tells me that someone's seat is broken and she will need to sit a gentlemen in the seat next to me. I prefer aisle so I get up to let the person in and it is seriously a 400 pound man. I give the attendant a dirty look but I don't want to look like a jerk so I let the guy in. HE can't fit the divider down and he is halfway in my seat. I try to sit down, but the only way I can sit down is if I am fully turned in the aisle and even then I can feel his fat against my back. It was so uncomfortable and the attendants kept banging the drink cart in to me, but I seriously could not move in. Too make it worse, he was sweating and had body odor. I finally land and figure I will just sleep everything off. SO I wait almost two weeks for my refund (I was told I would have it in 3-7 days). I call today to see where it is. The main reservation line says that they will have to transfer me to the refund department.
The first lady says she shows it was refunded already and to call my credit card company. I say no, and she abruptly puts me on hold and then hangs up on me. I call the reservation line again to be transferred (bc I didn't write the refund line # down) and the girl tells me she cannot transfer me bc it is an 800 number and acts like a snot when I tell her I was just transferred. at this point, I am sick of these stupid Continental games so I tell her she's a moron and that it sucks to have her job, and hang up. not very mature, I know. I call the reservation line again and am transferred again to a polite girl who sees that there is a refund request in the system as of 11/17, it has just not been processed.
Of course not, why would it be? SHe says she will make sure it is processed today so we will see if I get it back on my visa in the next couple of weeks. But I will definitely never fly continental again after that headache.
Comments:
Posted by MRM on 2007-11-30:
All in all, how was your Thanksgiving day with your family?
Posted by bho55 on 2007-11-30:
Welcome to the world of Customer Service, or I should say not Customer Service.
Posted by SloMo on 2007-11-30:
It makes you wonder why the fat guy's seat was broken!
Posted by UrFriendlyPirate on 2007-11-30:
You gotta learn to take things in stride here.
Posted by familytravel on 2007-11-30:
I understand your frustrations, but the flight attendants needed to find a place for the male passenger to sit. I understand someone that large should buy first class tickets, but lets face it, there will always be people who won't. Were all of the other seats taken? I would have asked the flight attendant if you could have a different seat.
Posted by KenPopcorn on 2007-11-30:
You have a right to insist that the armrest be down. If the other passenger could not fit because of it, it should be the airline's problem, not yours. Assert yourself next time.
Posted by ejack053824 on 2007-11-30:
Soon as the flight attendant would have brought Jabba the Hut to the seat next to me..I would have yelled out "HELLLLLL NAH!" She would have found another seat for him. I wouldn't have cared if it was in the cargo section. Lard asses need to be seated in First Class where the seats are bigger.
Posted by DebtorBasher on 2007-11-30:
Ej...you're just spoiled by having your own flight space all to yourself.
Posted by ejack053824 on 2007-12-02:
Exactly Basher along with controlling the flight to. :)
Posted by jktshff1 on 2007-12-02:
too! lol!
Posted by DebtorBasher on 2007-12-02:
Too/To/Two/Tu bad you can't control women as well as you control your flights.
Posted by ejack053824 on 2007-12-02:
That's why I'm not married! LOL!! Women are nothing but drama queens and life's too short to put up with that bullshyt! I know there are the "rare" women out there but I sure as hell haven't found them yet.
Posted by DebtorBasher on 2007-12-02:
You found ME!
Posted by superbowl on 2007-12-02:
Here is everything you need to know about getting to the top of the food chain at Continental Airlines, raise some he11:
http://www.elliott.org/help/continental-airlines
http://www.elliott.org/help/continental-airlines
Posted by jktshff1 on 2007-12-02:
ejack, better 1/2 & I been together since we were 14 yrs old and that's a loooonnnnngggg time...she's got more class in her little finger than most people have in their whole body...'sides....loves to play golf!!
Posted by Principissa on 2007-12-02:
ejack, do I look like a drama queen to you!!!!
Posted by kmvbs8 on 2007-12-03:
Hi everyone, this is the person that posted the review. I had a nice time with my family and friends, thanks for asking, the weather was crappy tho! That's one of the reasons I moved. Anyways, i understand that some of you think i was being dramtic and overreacting, i hear ya, but i had three crappy experiences on one flight. if it had been one isolated incident, i could understand. But when I was told that my flight had been cancelled and there was nothing that could be done except to rebook at the current prices, I was seriously crying. I don't have a lot of money saved up and if I would have had to buy another ticket for almost $1000 (which is what the lady was telling me) I would have been screwed. She was so unhelpful and rude. I was trying to explain to her what had happened and that I did not cancel my ticket, she kept interrupting me and all she would say she could do was rebook me another ticket. I'm almost happy she hung up on me bc at least the next person was understanding and helpful. As for my flight problems, I was hungover! my flight was early morning and all i wanted to do was lay back and close my eyes. Sitting next to a fat smelly person was not on my agenda. i am not overexaggerating when I tell you that I was fully turned into the aisle and leaning forward and I could still feel his blubber on my back. I should have said something, but i didnt want to look like an insensitive jerk. and yes, i know that some of you will say i shouldnt have been hungover, but even if I wasn't, it still would have been a very uncomfortable ride. the fact that i had a pounding headache only compounded the unpleasantness. And finally, trying to get me refund was such a hassle and so much back and forth. I cannot even tell you how much time I spent on hold to get my flight reinstated and to get my refund. and i would usually get hung up on. ok, just wanted to clarify a little bit that it was a combination of the situations that really ticked me off.
.....oh and as for women being dramatic, some guy on my flight was yelling at someone else for moving his suitcase over a little bit to fit another one in the SAME overhead compartment, he wasn't taking it out or anything, just moving it over a little. it was hilarious.
.....oh and as for women being dramatic, some guy on my flight was yelling at someone else for moving his suitcase over a little bit to fit another one in the SAME overhead compartment, he wasn't taking it out or anything, just moving it over a little. it was hilarious.
Posted by superbowl on 2007-12-03:
Kmvbs, thanks for coming back with the follow up. I would still raise some he11 with the big wigs at Continental Airlines and get the money back that you lost.
Posted by Ifly2 on 2007-12-24:
I fly alot as a business passenger and I see people like you every day. And you proved me right when you stated "so I tell her she's a moron and that it sucks to have her job, and hang up" like you are high powered money making person. Then you say in the comments section "I was seriously crying. I don't have a lot of money saved up and if I would have had to buy another ticket for almost $1000". I would say it sucks to have your job and you seem to be the moron... Take my advice drive yourself the next time and your 13lb dog too.
Posted by scott3629 on 2007-12-29:
The reason there is no more Customer Serivce, is because everyone cry's over the little things, like having to to sit next to an overweight man, who happens to sweat and have an odor. You poor "skinny" thing. I am sure he didn't enjoy sitting next to Dorothy who is a spoiled college student who was already upset because she could not bring "Toto" home to see the grandparent's. There are people who are overweight and big deal you could not rest your arm on an armrest. I feel sorry for you, if this is your complaint about an airline, and to full of yourself to think that maybe the overweight man was trying to go home and enjoy his Thanksgiving just like you, but I guess since he is overweight he should not be entitled to a seat, because it makes you uncomfortable, one good thing you did that was nice was not make a seen and embarass the man. Surprised....
Posted by kmvbs8 on 2007-12-31:
sorry guess u read it wrong, i was not complaining that i could not bring "toto" home, i was complaining that when they cancelled his reservation, they cancelled mine as well! instead of admitting they were wrong right away, they tried to rebook my ticket at a price that was three times what i originally paid! why should i have to pay for their mistake, please tell me that. I admitted that I was immature for my comment (maybe you missed that too) but when someone does not offer me "customer service" which is their job, then yeah i get mad. So I guess it would suck to have a job in "Customer Service" when the person is very rude and unable to provide it. I'm not sure what my job has anything to do with it, but i am in first-year residency, since you were wondering. The first few years out of school are tight, can you understand that? why should i have to rebook a ticket for three times as much when they made the mistake?
and no, sitting next to a fat person who is halfway in my seat where i cannot sit comfortably is something i dont think i should have to put up with. If someone doesn't fit into a seat, then they need to buy first-class or two seats. Sorry, fair is fair. I could not bring poor little "Toto" bc he was too big to fit under the seat. It was a rule, I understand. People have to board luggage when it will not fit in the overhead. These rules are in place for passangers safety and comfort. Me having to sit halfway in the aisle bc i cannot sit in my seat is neither comfortable nor safe. I paid for a seat, I think I should get to sit in it THANKS! and wow, you're surprised that I didn't embarass the guy, no i'm not a jerk, i guess i was under the impression that this was a forum where i could share my views and disappointments with customer service. I think I put up with a lot throughout this flight. I used to fly down to Florida every other weekend for 4 months to find a place, get set up, interview, etc. FLights are not perfect, i get that. But when the customer service is so screwed up where they don't listen to you, don't address the problems, put you on hold, say they are going to do something but don't, THAT is where I have a problem, k?
and no, sitting next to a fat person who is halfway in my seat where i cannot sit comfortably is something i dont think i should have to put up with. If someone doesn't fit into a seat, then they need to buy first-class or two seats. Sorry, fair is fair. I could not bring poor little "Toto" bc he was too big to fit under the seat. It was a rule, I understand. People have to board luggage when it will not fit in the overhead. These rules are in place for passangers safety and comfort. Me having to sit halfway in the aisle bc i cannot sit in my seat is neither comfortable nor safe. I paid for a seat, I think I should get to sit in it THANKS! and wow, you're surprised that I didn't embarass the guy, no i'm not a jerk, i guess i was under the impression that this was a forum where i could share my views and disappointments with customer service. I think I put up with a lot throughout this flight. I used to fly down to Florida every other weekend for 4 months to find a place, get set up, interview, etc. FLights are not perfect, i get that. But when the customer service is so screwed up where they don't listen to you, don't address the problems, put you on hold, say they are going to do something but don't, THAT is where I have a problem, k?
Posted by Heart Eternal on 2008-05-10:
I myself have expirience extremely poor quality of Customer Service of Continental, and even though the receptionist have a sucky job it no excuse to be ride and not be doing their JOB. I've worked as a receptionist myself in other jobs, and in all honesty the only times a receptionist should be rude is if the customer is being rude themselves. Its always my view in jobs that the employee should not make another cusomers day stress full when they weren't the cause of it.
As for you guys who can only insult him for him complaining about the overweight man, Its is all gawd damn right too. First of all, if the ladies (flight atendants) had any common sense they would have botherd to offer Him to sit in a different seat seeing as the overweight man can almost take up two seets and can be hazardos to the passangers incase of an emergency. But if there werent any other seat available its right that he didnt make a seen or act as a "jerk".
All in all if you havent had trouble in airlines or know anything about them and their poor services (especially CO) dont waste your time on ignorant comments.
As for you guys who can only insult him for him complaining about the overweight man, Its is all gawd damn right too. First of all, if the ladies (flight atendants) had any common sense they would have botherd to offer Him to sit in a different seat seeing as the overweight man can almost take up two seets and can be hazardos to the passangers incase of an emergency. But if there werent any other seat available its right that he didnt make a seen or act as a "jerk".
All in all if you havent had trouble in airlines or know anything about them and their poor services (especially CO) dont waste your time on ignorant comments.
Posted by scott3629 on 2008-07-24:
First Heart Eternal:
Thanks for your "3 cents" I have experience in flying and have been on Continental many, many times. Before you say that my comment or anyone's comment is "ignorant". I feel that your comment is a waste of time, before you post a comment PROOF READ it. Many people will take it more seriously if words are correctly spelled and the english is understandable. If you need examples, let me know and I will edit your comment so you can see what I mean.
Thanks for your "3 cents" I have experience in flying and have been on Continental many, many times. Before you say that my comment or anyone's comment is "ignorant". I feel that your comment is a waste of time, before you post a comment PROOF READ it. Many people will take it more seriously if words are correctly spelled and the english is understandable. If you need examples, let me know and I will edit your comment so you can see what I mean.
Posted by Reaganr8 on 2009-01-19:
Scott3629, is the only reason you posted on 7/24 to correct Heart Eternal for their grammar? You are just a rude guy, huh? You had to insult the original poster (who i think made some very reasonable complaints) in a way that was just bizarre and rude (did she secretly kill your cat or something?) There are polite ways of saying that you disagree with someone's opinion. And then to ridicule someone over some spelling and grammar mistakes? It's very jarring. This is not a college thesis. While I agree that improper spelling and grammar can be frustrating, Heart Eternal's point was clear and I can assume a worldly classy traveler as yourself as enough grace to forgive such minor errors? BUT since they seemed to bother you SO MUCH, I thought I would correct a couple that you made so that you don't embarass yourself going forward:
(Here are just two sentences from one of your little rants)
"The reason there is no more Customer Serivce, is because everyone cry's* over the little things, like having to to sit next to an overweight man, who happens to sweat and have an odor."
I feel sorry for you, if this is your complaint about an airline, and to** full of yourself to think that maybe the overweight man was trying to go home and enjoy his Thanksgiving just like you, but I guess since he is overweight he should not be entitled to a seat, because it makes you uncomfortable, one good thing you did that was nice was not make a seen*** and embarass the man. Surprised....
*should be cries
**should be too
***should be scene
also, the second sentence was a run on.
(Here are just two sentences from one of your little rants)
"The reason there is no more Customer Serivce, is because everyone cry's* over the little things, like having to to sit next to an overweight man, who happens to sweat and have an odor."
I feel sorry for you, if this is your complaint about an airline, and to** full of yourself to think that maybe the overweight man was trying to go home and enjoy his Thanksgiving just like you, but I guess since he is overweight he should not be entitled to a seat, because it makes you uncomfortable, one good thing you did that was nice was not make a seen*** and embarass the man. Surprised....
*should be cries
**should be too
***should be scene
also, the second sentence was a run on.
Posted by scott3629 on 2009-02-04:
Reaganr8,
In response:
*YOU: You are just a rude guy, huh?
*ME: YES, I AM.
*YOU: (who i think made some very reasonable complaints)
**ME: (who “I” think made some very reasonable complaints)
*YOU: There are polite ways of saying that you disagree with someone's opinion.
**ME: Thank you for your's.
*YOU: “And then to ridicule someone over some spelling and grammar mistakes?”
**ME: When do we start a new sentence with AND?
*YOU: “embarass”
**ME: embarrass
Regards,
scott3629
In response:
*YOU: You are just a rude guy, huh?
*ME: YES, I AM.
*YOU: (who i think made some very reasonable complaints)
**ME: (who “I” think made some very reasonable complaints)
*YOU: There are polite ways of saying that you disagree with someone's opinion.
**ME: Thank you for your's.
*YOU: “And then to ridicule someone over some spelling and grammar mistakes?”
**ME: When do we start a new sentence with AND?
*YOU: “embarass”
**ME: embarrass
Regards,
scott3629
Posted by DaveVDaveV on 2009-03-20:
haha scott got schooled!! jeez scott, if you're gonna dish it out that you better be able to take it. like reaganr8 pointed out, this kind of platform does not require perfect grammar and spelling. i doubt she even cares that you found the need to point out a mistake of hers. she was making fun of YOU for making such a big deal about a customer service message board. who cares? grow up. and if you find the need to point out any of my spelling errors, go right ahead. i will get a big kick out of it. i'm already laughing just thinking about it.
Posted by scott3629 on 2009-03-28:
Dear DaveVDaveV,
Thank you for your 3 cents. It made me laugh and I always love reading things from grade school students or those with the grammar of one. I won't waste any of MY time looking over it, I don't have that much time to waste. By the way, I am curious to know if you really think that I could give 3 cents about your opinon? Nope, I really don't care, but I do enjoy the reading. Thanks again for it. I look forward to your next comic strip. Have a wonderful weekend.
Regards,
scott3629
Thank you for your 3 cents. It made me laugh and I always love reading things from grade school students or those with the grammar of one. I won't waste any of MY time looking over it, I don't have that much time to waste. By the way, I am curious to know if you really think that I could give 3 cents about your opinon? Nope, I really don't care, but I do enjoy the reading. Thanks again for it. I look forward to your next comic strip. Have a wonderful weekend.
Regards,
scott3629
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