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The debacle known as Continental Airlines
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Continental Airlines - Our Flight from Austin to Jacksonville, Fl on 6/22/11 was delayed due to weather. My business colleague and I had to spend the night in Houston. All flights to Florida ended at 7 pm even though the weather had been clear for hours prior to that. All voucher accepting hotels were full, so we had to incur $30 in cab fare, $82 in hotel and $50 in meals for 2 breakfasts and two dinners, total of $162. The next morning, our flight to Jax, Fl was delayed three times and had three gate changes. The stewardess on the flight to Jax, Fl was rude and seemed bothered by her job.

Upon arriving in Jax, Fl one of our bags was lost. The value of the bag was $5000. The baggage clerk in Jax, Fl – ** – was rude and unsympathetic. She told us that "It is only common sense”, (implying we had none), to make sure we label every bag we hand over to Continental Airlines. She told us that the bar codes on the bags are not scanned. We later found out that this is not true. She finally offered a strained apology after I became more upset with her lack of professionalism and downright rude behavior toward your customer. She needs to be fired immediately.

We reported the lost bag. I called baggage tracking and they also seemed equally ill-informed as to how bags are identified when Continental airlines takes possession of them. I was told that bags are scanned only to “clear' them, not to identify them. I could not get a straight answer to a most simple question of “How do you identify your baggage?” I was then told that all bags end up in a warehouse in Houston, TX, whereby they are opened and the contents matched with my description of them. I was then informed that I have to fill out your lost baggage form, which I am doing; fax it to your system tracking center and wait.

Typing this letter, filling out the form and faxing it has taken 2 hours of my time. My time is worth $42 per hour, total = $84. Added to the above total, it is now $244 lost due to the inefficiency of Continental Airlines, not counting the time lost due to an overnight stay in Houston, TX and my lost bag, worth $5000. I need Continental Airlines to compensate me for the $244 I have lost and I need my bag returned to me within the next 45 days. I need either a voucher for the amount or a free, roundtrip ticket to the destination of my choosing that equates to the $244 I have lost.

I will post this all over every social media outlet I can find, every blog and everyone I know if I am not compensated in some manner. The President of your airline does a little speech during pre-flight, does he mean what he says or is it all smoke and mirrors and just another shallow airline scam? He will be my next point of contact if this issue is not resolved.

Continental Airlines. Poor Customer Service
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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 where 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 we're 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.

Resolution Update 01/29/2011:

Continental's response was deemed adequate by consumer.

Continental treatment of customers is horrible and beyond explanation BAD!
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My boyfriend and I missed our flight 222 at 5:25 am 11/19/10 from New Orleans to Houston. We were supposed to make connecting flight to Las Vegas. I have flown for years, but this is the ONLY time in my life I missed a flight, and for that, Continental staff dragged us through hell! First, since I never missed a flight, I did not know protocol. I was told "stand in that line." I stood in that line, and when I got to the counter I was told, "No, stand in that line over there."

After standing in that line for a while and got to counter, I was told, "stand in that line over there" (the first line.) I replied, "I was already standing in that line, then I was told to stand in this line. Why do I have to go back to the other line?" They said that is where I should be. Staff was very snappy and acted like customers are a bother. We are the reason they have jobs. I noticed I was not the only customer they were nasty and snappy with. So I stood in the first line (again) then they issued two "standby" tickets and said we could take the next flight with open seats. That sounded fair. We went through security and waited for the next flight, 6:40 am.

After everybody boarded, they said they had seats available, so they gave it to customers who were ahead of me, which was fair. Staff member (female) told us we would have to go on next flight around 7:35 am. That did not seem bad. So we waited. The next flight came around for 7:35 departure, but customers who had a flight at 8:30 wanted to get on the 7:35 flight, so we got bumped off. The next flight for 8:30 came. Customers who were early for their flights wanted to get on 8:30 flights, so we went from being next on the list to being 3rd and 4th on the list. We waited for the next flight, and the next. We went from 3rd and 4th, to 5th and 6th on the list.

We waited for the next flight. We went from 5th and 6th in line to 7th and 8th. I told the staff that we are not making progress, but that we are being pushed later and later. She kept telling me "It doesn't matter. If a platinum customer or anyone who spent more money on their ticket arrives before their flight, if they want that seat on the earlier flight, they get it first." I asked, "It doesn't matter if we stay here all day?" She said that "They come first." For 1:30 pm flight, a young man ran up, missed his flight, and the staff girl put him on next flight and bumped us again! We waited over 11 hours stressed exhausted and hungry. I was ready to burst into tears.

When I asked the other lady who came up to work "Why was that guy let on on the very next flight that he missed when we've been here all day?" She looked at me and snapped "I did not clear anybody for standby!" I said, "But the other girl did, and I don't understand why one person can get on next flight, and we have to be here all day." I finally begged "Is there any way we can get a flight another day and not be put through this?" I had to beg to get someone to issue me a flight for another day. I never want to deal with Continental again.

Waiting for Short Disability.
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

BRICK, NEW JERSEY -- Fill out forms sent them in. From there they are put on back burner. They told me they are busy and they might because they have to have an Answer for me by the time I am scheduled to go back to work. My question what good is that? What are you there for? All your claims of help are lost.

Worst service ever!!!
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PITTSBURGH, PENNSYLVANIA -- BEWARE FLYING CONTINENTAL FROM PITTSBURGH! Yesterday I had the, without a doubt, worst experience of my 20-plus career flying - not just on Continental, but on ANY airline. Upon boarding the 1st flight of the day from Pittsburgh to Houston, a verbal announcement was made (the PA system is faulty), asking if there were any more "confirmed seat holders" yet to board. I approached the check-in desk with my boarding pass and was told to board. Since the line boarding was still all the way out the jet bridge I told the Continental desk check-in person ** (Supervisor #**) that I was going to step across the way and quickly go to the restroom before boarding.

I was told I could not and that my seat would be given away and the door closed, forfeiting my being allowed to board the flight. Upon returning in less than 2 minutes, I was banished from the flight, my seat was given away and the door opened again to allow standby passengers to board. None of this had any bearing on the flight's departure as no baggage was involved, nor did my wishing to utilize the facilities in the airport alter the standard boarding procedure in any way. I know this to be fact because I recently surpassed the half-million mile career mark with Continental and am currently listed as a GOLD member in their frequent flier club.

Since I do fly regularly, I'm well aware of the standard practices. I was shocked at the treatment I received - to the degree several other passengers offered me their contact information in the event they may be of assistance in confirming what transpired. Upon recovering from what happened at the boarding station, I then went back to the gate agent to see what options I would now have to endure. Both the agents working the main gate conveyed having seen similar treatment from ** previously. The original flight was scheduled to depart at 5:50 am.

After not being able to board the next two flights via standby status (8 am & 11:30 am) I was finally granted a seat on a 2:30 pm departing flight. The other agents expressed their sincere apologies, I was offered a meal voucher. I actually felt bad for them to have to work under such tyrannical conditions.

Above my own concerns - I came away from it all thankful I am healthy enough to have only wished to pee before standing another 20 minutes in the jet bridge. I couldn't help think of someone less healthy that may have needed the contend with a more serious medical condition. My advice when travelling out of Pittsburgh would to be to dehydrate yourself or better yet AVOID flying Continental.

Flight attendant was out of control
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I was bullied, harassed and subjected to anti-semitism by the head flight attendant on a recent flight from Houston to Orange County, CA. It started when she was pouring drinks and hit me with an ice cube that had popped away from her. The ice cube popped up and hit me, and then fell by my feet. I reached down to pick it up. I had taken off my shoes, because my feet were swollen. I did not want the ice cube to melt by my feet. So as I was picking it up, I heard her saying something, but didn't hear her until I had the ice cube in my hand. Apparently she was saying to leave it on the floor (by my feet).

I realized what she said when I sat up, but said I didn't want to leave it there, because I didn't want to step on it. The cart was right beside me. She said to throw it toward her, which I did. I then tried to explain to her that I didn't want the melted water by my feet since I wasn't wearing shoes. She refused to talk to me, and stared at me for at least a minute. I asked her why she was staring at me. In in a very loud voice, said, "You really have a problem. It's just an ice cube. You must be having a bad day. You need to pray. No, I'm going to pray to the Lord Jesus for you." I said, "I'm Jewish."

At that point, she pushed the cart away, and as she progressed down the aisle, she kept talking about me in a very loud voice, something to the effect of "it was just an ice cube." 20 minutes later, I went to the restroom. As I was waiting to go in, she was still talking about the ice cube to the other flight attendants. She saw me, stopped and said, "You, I am talking about you." I said, "I'd really appreciate it if you'd stop." She said, "I can talk to my co-workers about anything I want." I said, "This is very unprofessional, I'd like to talk to the head flight attendant."

She said, "I'm the head flight attendant, and at this point, you're interfering with the duties of a flight attendant, so you just go do your business in the ladies room and then sit down and be quiet." I was scared about what she was going to do since she was using her position of authority to mock me and harass me. I sat down, and was terrified for the rest of the trip. Please bear in mind that the entire time I spoke to her I spoke quietly, but she was yelling at me. It was humiliating, degrading, and an experience I hope I never have again. This actually reminds me of the person who suddenly cuts you off and then gets mad because you're too close to them.

Lost Luggage
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On July 12, 2011 my husband and I arrived in Newark at 6:30 PM on flight Co1828 our checked bag did not. After a half hour waiting in line I was told the bag probably was on a later flight and would be delivered to our home before midnight.

The bag never came. I called the number provided and was told I had to wait 5 days before filing a claim because tags fall off. Our bag has our name and address in 3 different places so a lost tag isn't an excuse. After telling the representative my husband is a diabetic and needs to test his blood they said "he should have a back machine" I told her the bag contains most of our summer clothes. The reply was "that's a shame." The next phone call I was put on hold for 10 minutes and then cut off.

It has been a month since the bag was lost and still no help from Continental. The icing on the cake is we paid them to lose our bag. Needless to say we are not happy with Continental, not just because of losing the bag but the service and attitude of most of the reps.

Stolen laptop
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I paid twenty five dollars to check my bag. When I got to my destination my laptop had been stolen from my bag. Continental has not helped in any way. They just give you more hoops to jump through hoping you will give up. Now I am a victim of identity thief. Wonder where they got my info? Thanks for turning my trip into a nightmare and destroying my life. Apparently one of the perks of working for this company is you get to keep what you steal from the customer.

You would think they would have cameras on your baggage but if they do they do not bother to check it. So they have folks that work for them who will steal your belongings. I will never fly with them or the company (United) who is about to join with them. Think twice about flying with them, as you may never see your belongings again, as it was with me. They will not help you in any way. Be forewarned.

Incredible Service
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I had booked a trip from Boston, MA to Shannon, Ireland for November for a family wedding. I booked my flights on different days due to work constrictions, so I would not be traveling with my family. Eventually I had decided I would take the extra time off and travel with my family, to my amazement, Continental waved the change fee and all I had to pay was the $200 difference in airfare! Recently I had been tracking the flights to get an idea of on time performance and noticed my flight from Boston to Newark was continuously arriving 50-60 minutes late, leaving us only about 10 minutes to connect if our flight happened to be that late.

I contacted Continental by e-mail to see if Continental holds flights for connecting international passengers. I received an e-mail from Denise ** explaining it was not their policy to hold flights for connecting passengers and she offered to switch us to a flight that left 1 hour and 20 minutes earlier from Boston-Newark. I immediately called Continental and the customer service representative I talked to was able to contact Denise and get us switched to the earlier flight at no charge! Thanks to the staff at Continental for working hard to make a stressful situation a little less stressful! Hopefully United keeps employees like Denise ** when the merger is complete!

Continental Flatbed Seats
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Continental does something so unethical, it's almost remarkable in this day and age: You select a flight, confirm on the seating chart that they offer flatbed seats, purchase your ticket, and then at some point prior to the flight, Continental removes the flatbed seating chart and gives you their old, tired business class seats. This has happened to me twice now on trips to the Middle East. In one case, the seating chart remained as flatbed until less than 24 hours prior to the flight.

And guess what? If you complain via email to Continental, before, during or after your flights, they will not respond under any circumstances. One phone ticking agent told me, "You have contracted with us to fly you from point A to point B. We have the right to change our equipment at anytime without compensation." And this was just after I had had kidney problems and REALLY needed the flatbed seat. "Customer First" is Continental's motto. What hogwash. I'm curious to know if there are others out there who have had the same rug pulled out from them, in some cases, less than 24 hours prior to the flight? Does anyone know if we have a class action here for failure of services?

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Continental Airlines Rating:
Star Empty star Empty star Empty star Empty star
1.0 out of 5, based on 1 ratings and
113 reviews & complaints.
Contact Information:
Continental Airlines
1600 Smith St.,34th Fl - HQSCR
Houston, TX 77002
800-525-0280 (ph)
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