Continental Airlines Complaint - Continental Overcharged - Won't Refund
HOUSTON, TEXAS -- I bought a ticket through a travel agency for Continental flights #4, IAH to LHR on 4/7/09 and return #23, DUB to IAH on 4/22/09. Due to changes made by a tour company for my Ireland tour, I was charged a $250 penalty and the ticket was reissued for a Continental return flight on 4/25/09, still from DUB to IAH, Flight #23. Travel to LHR remained the same as before.
Continental charged me for two entire tickets - they took about $740 twice from my credit card. They should have taken out only about $740 for the ticket and $250 for the refund.
Immediately upon seeing this on my return, I went to the travel agency. They contacted Continental. I was in the office when the agent was on the phone with Continental. He told me Continental will refund the difference. When the refund did not appear on my credit card statement, I went back to the travel agency. He again called Continental and again assured me that the refund will be given. When I went back the third time, he said that I should contact my credit card company and Continental directly. The credit card company said that Continental told them that the charges are correct. I then called Continental Refund department and talked to a Ms. P------- who told me that yes, Continental should not have charged for 2 tickets. She told me that the penalty to change the ticket is $150. She also said that I should get the difference credited to my credit card. She gave me a case number.
When the next statement came and nothing was credited, my daughter called Continental. She talked to a supervisor named Ms. S----. Ms. S---- said that the Travel agent filled out something wrong and that we need to go back to the travel agent. She said that the agent should call his sales representative for directions on how to fill out the correct form.
I just came back from the travel agent. He called a supervisor today. The supervisor's name is S------. He said the supervisor told him that the case is closed and the customer needs to contact Continental.
My credit card company sent me copies of the invoice of Continental taking out $737.50 for TWO tickets for My Name on the same departing flight (#4 on 4/7/09) but different return dates. I also have a copy of the Universal Credit Card Charge Form that I signed for $394.10 ($250 penalty + $144.10 for Aer Lingus LHR-DUB). I also have a copy of the FAX that the travel agency sent to Continental asking for a refund for me.
I am in the process of writing to BBB. In the meantime, I searched "where to complain about airlines" and am writing my complaint online to vent my frustrations.