Continental Airlines Complaint - Totally Disappointed - Pathetic Customer Service
IAH to EWR - Flight 62 2.25pm Oct 9, 2009 (original flight), Flight 50 (actual flight)
EWR to BOM - Flight 48 8.20pm Oct 9, 2009
Onepass No: BC958961
Due to bad weather in Houston, all the flights were delayed by at least 2-3 hours. With that in mind, I changed my flight from 2.20pm to 1.25pm so I have enough room for transfer even if the flight is delayed. After several gate changes and several boarding passes later, I finally landed at gate C14 with a confirmed reservation to EWR. But since that flight was delayed, I was told by one of the reps at the gate that I was protected - which in layman language means I had a hotel reservation for the night since I was going to miss my flight to India. SO assuming that I was going to stay in the hotel at Newark, I was preparing myself to stay there and then try to see if I find any other flight to get to BOmbay ASAP.
Now, the lady at the gate C14 told me that I can talk to a Red Coat professional or go to Customer service once I am in EWR and they can help me go further from there. So, when I landed, I saw a Red Coat professional and she suggested that I go to the Customer service for hotel reservations as well. So, I did. Here too, after waiting in line at different Customer service lines, I landed at the one near gate C133 which, we were told, would be open until midnight. So, I, along with other people from my flight who needed help with connections etc, waited in line until my no. came up. Now, while waiting in the line, I realized to my horror that the boarding pass I had (from IAH to EWR) was actually on some other person's name who unfortunately shared the same last name as me - SHAH. When I was up next, I was told that my reservation had been canceled. Why? Because I TOOK THE WRONG BOARDING PASS, not because I WAS GIVEN A WRONG BOARDING PASS. Oh and it just gets better now.
Besides having a wrong boarding, I was told by the representative (some Ms. Susan G) at 11.30 in the night at C133 that there is NO RECORD of ANY HOTEL BOOKING ON MY RESERVATION. I WAS NOT PROTECTED. And, they do not do any Hotel reservations ANY MORE. They do it only for First Class and Elite members. They do not do it for someone who has been stranded on the airport and missed an international flight for no particular fault of her own. The flight's technical fault is also her personal problem. Finally, after spending about 12 hours on the airports, they say they can not help me. All they could do was tell me that I can book a hotel when I go downstairs and contact Ground Transportation. Oh that is so very helpful. I could not have proceeded with any help from you.
I am a ONEPASS member with Continental for at least 4 yrs now and I have already used one reward reservation flight before and now I took the International flight to Bombay thinking that they were good. Don't think I would like to say that anymore. I have already contacted the customer service by phone and she has documented every detail that I could recollect. But I still thought I should leave an online feedback for some other souls who blindly believe that Continental is still the best to fly with. After I come back from Bombay in 3 weeks, I am going to redeem all my miles from Continental and make sure that I DO NOT FLY WITH "CONTINENTAL" ANY MORE. AND I AM GOING TO POST THIS ON AS MANY FEEDBACK WEBSITES AS I KNOW. AND OF COURSE WARN ALL LIVING SOULS I KNOW.