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.