Continental Airlines Complaint - Bereavement Policy
HOUSTON, TEXAS -- Despite Continental's apparent customer focused positioning in the market, their bereavement policy leaves much to be desired. Two weeks ago I had flown from Texas to Michigan on Continental to visit family. I was to have flown back to Texas on August 24th, but had been called the night before by a younger sister to tell me that my other sister had been admitted to the hospital and was not expected to live. Continental was good enough to put my return flight on hold but could only offer a 10% discount on a flight to Upstate New York. I called Delta airlines and they offered me a changeable ticket for $371 versus something closer to $600 under the circumstances and based solely on my word. Following my sister's funeral, I went to re-book my return to Texas with Continental. At that point, they charged me their standard $150. The representative told me that I could re-claim $100 of the fee if I submitted my sister's death certificate. I asked if she meant the death notice from the newspaper, but was told it had to be the death certificate. Imagine having to ask my brother-in-law for my sister's death certificate after just losing his wife. Continental's policy with respect to bereavement seems cruel and insensitive and certainly falls far short of the treatment Delta afforded me.