Continental Airlines Complaint - Rebooking Tickets
I already wrote a letter to complain about the unbelievable bad service I have experienced. The following is an excerpt of this letter...
I booked a flight from Amsterdam-Houston-San Francisco-Houston Monterrey. For personal reasons, I had to rebook my flight spontaneously so that I would go directly from Houston to Monterrey. Unfortunately, however, this was not possible according to Mexican and American Continental Airline hotline. When asked for an explanation I got merely told that ‘you cannot rebook that sort of ticket’ which in itself does not occur to me since it is common that you have always the chance to rebook your ticket regardless if you do it weeks or days before you are supposed to fly. To my surprise I got told that I had to buy a new ticket to fly from Houston to Monterrey even though I already paid for it in my initial ticket. So I bought a new ticket, after touching base with the hotline again if that was combinable with my ticket. According to the employee it would have been no problem.
Checking in at the Amsterdam’ airport I told the representative of Continental Airlines that I would skip Houston-San Francisco and would directly go to Monterrey. He did not mention any difficulties, let alone informed me that it was not possible to do so and that my ticket would lose its validity. In fact, he handed me over boarding passes for both the Amsterdam-Houston and the Houston-Monterrey flight without any further comment.
I went to another employee to reserve my seat for the flight back to Amsterdam. She told me that if I traveled like I intended to my ticket would lose its validity. Of course, I asked her what options I had and what she would recommend me to do. She stated that my only two options were basically to either fly to San Francisco or buy a new ticket back.
Having arrived in Monterrey I consulted the Continental Airlines’ office and illustrated my situation to get a general overview of my options. And again I got surprised by what I got told this time: according to the employee working in the Mexican office there would have been the opportunity to buy a new ticket at the airport in Amsterdam and getting a refund for my actual ticket; none of this was mentioned at any point during the conversation with the employee at the Amsterdam’ airport.
Besides that, she also informed me that the new ticket I bought from Houston to Monterrey would have been more than 100Euros cheaper if I cancelled my ticket entirely and booked the flight entirely new.
Another very interesting aspect has been that according to the information in the computer the Dutch employees adverted to me the possibility of a refund which is simply not true. Before consulting the Mexican office in Monterrey nobody ever mentioned any such a possibility. At the end, it turned out I will have to pay additional 250Euros for fees.
To sum everything up, in total I paid 480Euros extra besides the ticket I already purchased. In addition to the extra money I had to spend for complete non-comprehensible reasons, the entire situation was very stressful, worrisome and frustrating and thus exactly what you try to avoid by booking everything in advance and touch base with supposedly informed employees.
As you can see, all this is very exasperating, bewildering and portrays clearly the incompetence of the great majority of staff I had to deal with. I think it is quite astonishing how a simple rebooking of a flight can cause so much frustration on the customer’s side and demonstrate complete ignorance on your employee’s side.
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