Continental Airlines Complaint - Continental Airlines. Poor Customer Service - Newark (EWR) Hub Service Desk
Newark (EWR) Hub Service Desk - Complaint
Resolution Update on 01/29/2011:
Continental's response was deemed adequate by consumer.
HOUSTON, TEXAS -- We were supposed to return to Pittsburgh on a round trip ticket on Jan. 2 from Newark on Continental Flight 3205 leaving 5:29 PM. We got to gate 111, C terminal early and all was well until about 5:15 when they announced a gate change to 114 where we were told our plane was coming in from Montreal. At 6:30 PM, we were told it was 15 minutes from the airport and would board shortly. At 7:00 PM we were told to go to gate 70 on another concourse were the plane would arrive and then board us. We arrived at the gate and the passengers and crew were disembarking. At 7:30 PM we were told the crew had timed out and they were getting another crew. At 7:45 PM we were told they couldn't find a crew and CO 3205 was cancelled. We were told to report to the Customer Service Desk were vouchers would be provided for lodging and food and we would be put on a morning flight for Pittsburgh. When I arrived at the desk around 8 PM and got through to the Representative I asked for vouchers for the night, what we needed to do about our luggage and tickets for the next available flight. He looked me in the eye and stated that I would not get any vouchers since it was the fault of the FAA and Air Traffic Control that our flight was cancelled. I said it was Continental's fault since they, not the FAA & Air Traffic made the schedule for their crews. He then countered that we were "Local" and therefore wouldn't get any vouchers (local meaning were beginning our flight in Newark and not part of a continuing flight). I countered that I didn't live in Newark, it was a round trip ticket, and we wanted vouchers since the other agents were giving them out to all customers from our flight (I had been checking with my fellow passengers leaving the desk prior to my turn. He called his "boss" who apparently approved our vouchers. I didn't appreciate his sullen attitude so I requested his name. He said nothing so I just waited while he worked on his computer getting our boarding passes and vouchers. Neither of us had raised our voices during this exchange. We regarded each other silently for the few minutes it took to get our paper work. A hostile, but quiet atmosphere. I would not have bothered with a complaint at all except for the poor attitude of the customer service agent. Situations like this occur in air travel these days and I, like many others, just accept it. The frowning and defiant customer service agent angered me, however. He didn't have to be friendly, but he could have been minimally civil. I've never had a big problem with Continental, but thanks to this one person I have very negative feelings about them at present. I will be contacting Continental using website feedback, a phone call and snail mail. I will be interested in their response. We may be using them again considering that all their other personnel on this day (and most other times we've flown Continental) have always been fairly pleasant. Much will depend on how they handle my complaint to them.