Continental Airlines Complaint - Rude Flight Attendant
MASSACHUSETTS -- Flight originated in Honolulu, HI with a destination of Newark, NJ. Departed HI at 9:35pm Hawaii time and flight was 9.5 hours.
I was seated in 35F. A young girl in seat 35E and her mother in seat 35D.
Flight was 9 hours and I repeatedly was awakened by the thrashing of the sleeping girl. She would hit and kick me in her sleep. Several times I would wake with her face buried in my left arm, her face on my lap or both her feet on my lap. I had woken her mother twice to have her daughter sit up but this was of no help.
I contacted a flight attendant and explained to her the problem. I then asked her if she could please ask the mother to switch seats with her daughter. The flight attendant looked at the mother and daughter and very sarcastically said, "They're sleeping, I'm not waking them up!" and walked off.
I was both shocked and very frustrated as I had not gotten very much sleep sitting next to someone who continually hit and kicked me while I tried to sleep!
I tried to get the flight attendant's name so that I could include it here in my complaint but her hair was covering her name badge. She was of Asian decent and wore no glasses.
I submitted my complaint to CA asking for the company to address this situation with the attendant so that this isn't repeated. The flight attendant was both rude and unprofessional to me and this behavior towards passengers is not appropriate.
A 4 weeks later I received the following email (in quotations):
"Thank you for contacting Continental Airlines. I apologize for the delay in responding to you. Our email volume has been heavy and we are catching up as quickly as possible.
I was very sorry to read that you had such an unpleasant experience on your return flight from Honolulu to Newark Liberty on September 18, 2007. I understand your frustration and I apologize.
While your request of the flight attendant was not part of her required duties, certainly she could have handled the situation better, as there is no excuse for rudeness from any Continental employee. Our employees are expected to treat passengers with dignity and respect at all times. I regret that this was not your experience. I have forwarded an internal Customer Care report regarding this, to the management personnel responsible for review and corrective action. I am confident that every effort will be made to identify the flight attendant and address the issue with her.
For future reference, if you ever have situation like this occur again, you are more than welcome to change seats as long as the seat belt sign is not let. I did check flight 14 and found that there were empty seats on the flight.
Thank you for choosing Continental Airlines. You are a valued customer and your business is appreciated."
I replied to the email stating that I appreciated forwarding the Customer Care report regarding this matter and that I would appreciate a follow up as to the corrective action and identification of the flight attendant in this matter.
A few days later I received the following email (quotations):
"Unfortunately due to privacy laws we do not disclosed any corrective actions taken with our employees and we will not be able to get back with you concerning this matter. The corrective action taken will depend upon the service record of the employee, and it is up to her supervisor as to what will be done.
Again, thank you for writing. Please accept our sincere apology for the circumstances you described. Your comments are appreciated since this is one of the best ways we have of knowing which areas need additional attention. We hope you will continue to make Continental your airline of choice."
To cap, I don't know if I'd fly Continental Airlines again. I'm not sure if it's not worth flying with an airline who just emails their customers an apology and where there is no way for the customer to know if anything has been really done to correct the matter. What assurances can can a customer expect that this employee will be
addressed regarding the matter? I really have no way of knowing when told that I would not have anyone to get back to me on this matter.
It would be nice to receive an apology from the flight attendant who was rude to me
to begin with, but I know that won't ever happen. Which is why I wish more airlines would
consider hiring people not only qualified to do their job but folks who also have a
friendly personality. I can assure you that this flight attendant was in no way
friendly to me.
I do hope that this employee is told to behave more appropriately. Also, if this type
of situation occurs, the flight attendant could've suggested a a move instead of being rude. I didn't know I could've requested another seat. If the flight attendant had told me I could have changed seats, I would've done so immediately! Instead, I had to deal with her rude behavior.