Continental Airlines Complaint - Imagine the worst customer service ever!!
Today I talked to Continental airlines reps for good 3 hours(was on hold for about an hour). probably with10 people including supervisors. Here's my story...
I'm a dental student who planed to go to Mexico for mission trip this July. Actually my school goes to mission trip every year to help under-served population all over the world. There are about 20 of us for this Mexico trip. When my school planned this trip(early this year), the area we were about to go was not affected by drug cartel violence.
But local contact Dr. recently contacted my school, and told us that the area is not safe anymore. So my school had to change the site to Dominican republic. When we first planned Mexico mission trip, almost everyone in my mission trip had to apply for extra student loans to cover the cost. Yes. the cost is 100% out of students' pockets, and yes. we borrowed money to help other people.
So, all of us was trying to get at least $150 change fee waived by the Continental airlines. All of us booked our tickets with Continental airlines. Each of us try to contact customer service and get the $150 change fee waived. A few of us got lucky, and had really nice lady reps, and got their fee waived, but A lot of us, including myself had terribly bad experience with customer service reps.
My classmates told me they talked to the reps and explained the situation. Apparently the nice reps and supervisors in some areas of the U. S put our situation in the system, so that other students can get the fee waived when they call later. Guess what.. I explained whole situation by using most polite and nice way, even using my classmates' confirmation numbers to help them understand the situation. The reply was" the exception was made by error and we can't do anything about it." I just couldn't understand why other people in my program got their fees waived, but not ME. So I called and called hoping "maybe I can talk to someone nice enough to understand the situation and willing to make exception for me too." No. that never happened.
So I asked my friend to call for me. He called and the first representative was EXTREMELY rude, she didn't even tell him her name, she just said "I'm Miss Harris" , When my friend asked for her supervisor, she said she can't transfer his call. The climax of her rudeness was.... she even said " Why don't you and other people in the program cheap in 10 dollars for her fee"!!!!!!!!!!!!!!!! What kind of customer service is this????? No respect for customers, just terrible service, and Continental airline the ticket price was even more expensive than other airlines.
I just can't forget Miss Harris's response. My friend had to call again, and the next person finally understand our situation and waived my fee.