Continental Airlines Complaint - Treated Poorly with a Broken Wrist
I was treated poorly with a newly broken wrist. Below is the e-mail I sent to Continental.
Flight #co59 March 27th 9:05 A.M.
Three days before my flight home I slipped and broke my wrist. My husband Rob Wilson tried to move us to first class for the trip home there was no seats available, so we asked to be seated in the front row. We were told you had to request those at the desk before we board. I get to the boarding desk and request the front row seats they tell me they were already assigned and that the flight was full. I said how could they already be assigned when you have to request them here. I was told "They were probably given to someone who Really needed them.", I said Excuse me. He then said "Well to passengers in wheelchairs or traveling with a baby." He then actually looked and said there was one seat available in the front row. I said that would not work, I was traveling with my son and I needed his assistance for my seat-belt, opening packages, etc.. I was then told "Well that was all they had.". I then asked if I could at least have extra pillows to help support my wrist which is in a cast and still swollen. I was then told I would have to stand there and wait so that I could ask a certain cabin member, so I stood there and waited. I was told they would give me an extra pillow. As we boarded the plane the flight attendant who ended up being the one who served our drinks said "Oh your the one with the broken arm I heard about you.". We took our seats and shortly after a woman that works for Continental came on and asked the woman with the baby to move to the back section of the plane. She did this so that a family of four could sit together on the front row all adults in fine physical condition. I stopped her and said I have a problem with this. She said "What you have an aisle seat what more do you want?" I said the seats in the front row are supposed to be for passengers who need the extra room (like for my son fastening and unfastening my seat-belt). She said "they are for passengers.". I then stopped another flight attendant the one we first spoke to when we checked our bags and told her what had just happened how they moved the woman with a baby to give the seats I had requested to a family who needed no assistance. She said "I will have to see what is going on" and never came back. When we got in the air Ed made an announcement and said if you have any problems or concerns to contact him so I did. The guy that came when I pushed the button I told him I had requested extra pillows for my arm (yes after they made me stand there and wait to ask they did not give me one extra pillow)and I needed to talk to Ed he brought me back a used wrinkled pillow. He told me it was ground crew who made the decision to move people and now that we were in the air they could not move people (I did not put quotations because I can not remember exactly how he said it.)I told him I asked his flight attendants while we were on the ground and that I was going to be making a complaint about this. I also told Ed about that I did not appreciate the used pillow the other attendant had brought me and he did bring me a new pillow. They also did not bring the drink cart all the way down so that they were not bumping my arm. The flight attendant that was serving our drinks was rude at first but we were not rude back and her attitude changed and she was pleasant the rest of the flight. I appreciate the little things but the seat situation and how it was handled was inexcusable. For future training with a broken wrist you can not grasp things with your fingers, you can only use one hand. I would love it if all the attendants on the flight had one hand immobilized had to fasten their seat-belt, open the packages such as pillow, headset,& food or how about a simple trip to the restroom. They need to think about that before they treat another passenger the way I was treated.
In comparison my short flight to El Paso the flight was late and it had been a very long day of traveling BUT the flight attendant made my day when she offered to fasten my seat-belt for me.
I am typing with one hand so I hope there are not too many mistakes on here.
Below is the non acceptable response I received. While reading this response note my husband is a Silver Elite member and our flight was on his account and disappeared after this flight, but we had copied our itinerary the night before the flight so I have proof of this. The family they moved people to seat were adults I took pictures because of the way I was being treated so I also have proof of this. They did not even address the issue of my broken wrist for which I have x-rays from Germany and the USA.
Dear Mrs. Wilson:
Thank you for contacting Continental Airlines.
I am sorry to learn of your disappointment with our services. The bulkhead seats are assigned by the gate agent on the day of departure to meet seating requests for customers with special needs.
If there are not passengers with special needs, our premium passengers can be assigned those seats, however, we cannot tell at this point exactly what occurred that the passenger with the baby was asked to move to another seat. Please know that flight attendants may work with passenger's request to reseat those with younger children together. Unfortunately, I cannot comment on what happened, however, I am glad to report your comments in detail to the appropriate management division so that we can revisit our procedures on seating.
Mrs. Wilson, I thank you for providing us with your feedback as it is always important and valuable for us. I do appreciate your business, and I regret any situation that leaves you disappointed in our service. We will be working hard to earn reports that are more favorable from you on your future Continental Airlines flights.
Customer Care Manager