Continental Airlines Compliment - Good Service - Changing a Flight
I take two to three trips to Reno from Philadelphia a year to pick up my 2 children for scheduled visitation (they reside in Reno with their mother). I purchased a one way ticket for myself from PHL to Reno for June 2nd on Delta airlines with a connection in SLC and then purchased three one way tickets back to Philly from Continental for the next day (Continental had a better schedule than Delta returning to home).
Because of reasons beyond Delta's control (a passenger on my PHL-SLC flight had a panic attack before we could take off and caused us to be 2 1/2 hours delayed) I missed my connection in SLC to Reno, which was the last flight out that night. Delta was very accommodating and put me up in a hotel for the night in SLC. However, this delay teamed with Delta only being able to get me to Reno the next day was also going to cause me and my kids to miss our outbound flight from Reno to PHL on Continental (I typically fly in to Reno and back home the next day so that I can spend as much time as I can with my kids in my area).
As soon as I arrived in my hotel at SLC I immediately called Continental to explore my options for my return flight. I spoke with an agent that informed me that they had no flights with available seating from Reno to PHL until Saturday, and that the cost of that flight would far exceed the cost of my original one which means I would have had to pay about $2,000 for the fare difference.
At this point I began to freak out to say the least (not verbally towards the agent, just an overwhelming sense of helplessness). The agent then asked me if there were any other airports in the Philadelphia area that I would be willing to fly in to and I told her that Atlantic City or Lehigh Valley were also very close.
The agent searched (for about 25 minutes) and found a flight leaving on Wednesday June 4th (the day after I was originally supposed to leave) going to Baltimore (about and hour and fifteen minutes from my house) which had 3 available seats. I though that this was perfect...then she told me that the fair difference was going to cost me $1,495 and I again began to freak out because this was very expensive and she had told me this was pretty much the only thing she could do unless I waited until Saturdayt to leave Reno.
I explained to the woman how I would not be able to afford that price difference and again explained to her why I needed to change the flight (the delay fom Philly to Reno). She then placed me on hold so that she could speak with her supervisor and see what could be done.
About 5 minutes later a supervisor came on the phone and asked me to explain my situation, which I did. He then told me that he could do an even exchange for this new Baltimore flight (simply cancelling my Reno to Philly trip and applying the money I spent on that to this new trip and charging me nothing else). The supervisor even waived the $100 per ticket exchange fee! I was elated!! All he asked me was that I consider Continental for my future travel needs.
With airline travel the way it is today (checked baggage fees, rude staff, etc.) there is still some airlines and their employees willing to go that extra mile for a customer and I will definitely be flying Continental again.