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It's beyond sad to see how severely service has deteriorated at major carriers. How is it that jetBlue, Southwest and the other low-fare carriers can offer such friendly, even enthusiastic, service while the likes of Continental snarl and snap at their customers?
Southwest says its secret is that it hires friendly people. Maybe a few of the high-cost, low-service carriers should take a lesson from this.
A few of the more recent complaints ...
Freeda of Woodbridge NJ (06/09/08)
On 21st January 2008, i and my four year son was booked on flight no. co0049 at 1140 PM fron Mumbai to Newark. I and my son reach the airport at 10 PM. Around 9.45 from my mobile i called the Continental counter to reconfirm my seat and informed the operator that i would be reaching the airport in another 15 min. When i reached the airport, trolleys were not avaliable and continental had no arrangement to help a lady with a child in terms of porters/trolleys etc and i had no choice but to carry the two trolleys myself - which took me around 30 min. Finally at 1030PM, when i reached the counter the officer denied me with the boarding passes saying i am late and the counter is closed - where as they are very much present at the counter and started misbehaving with me.
Seeing this my son started crying but the supervisor and the other staff just igoned us. Thus we had no choice but to come home in the midnight and travel 60 Km back home (one way). On my way home i again called the continental airways to rebook me on the next flight which was on 22nd Jan, wherein they charged me USD 760 towards higher fare and penalty. On 22nd i reach the airport at 830 PM. To my shock there was huge line of continental airways passengers to take the boarding passes. I was issued boarding passes at 1050 PM i.e. much later then the time i was denied the boarding pass the previous night. The flight was scheduled at 1140 PM and i entered the aircraft just 10 min before the departure. Thus this shows they were over booked the previous day and i was illegally offloaded.
We both are greatly traumatized by this event and the behaviour of the staff. After returing to New Jersey i wrote almost 4 letters to the CEO to refund my money since there was not fault of mine and my four year son and they are just refusing to refund my money which they have illeagly charged. Now they have sent me $400 coupon and expect me to redeem them within one year and travel with them - which is unlikely since i don't expect to travel this year due to my health conditions and with such a pathetic service. Thus it is as good as they have not refunded my money.
Maria of Houston TX (06/09/08)
I send my kids to el salvador with my mother they left on june 7. there were 7 bag left here in houston I did pay for the Tickets it is not free I spected for everything to go right
well my dad when to buy my kids clothes because they they dont have any any clothe to change to now I have to send more money because they expended on something that I send it I need to know what is going to be done
Sarenne of New York NY (05/19/08)
I am having a destination wedding in Israel and am leaving on May 29th. In January, I bought a dress at Kleinfeld's and was advised to contact my airline regarding dress transportation. I called Continental and was told that its a complimentary item and could be hung up on the plane. Last Thursday I called to inquire about packaging, and was told there was no guarantee that there would be room for the dress and that I could put it in the overhead (which I found quite insulting) or to use my miles to upgrade to upgrade, which would guarantee hanging space.
I called my frequent flier line and was told that if I arrived with the dress I would not be permitted on board. When I informed them that I had been told otherwise I was told that there was nothing that could be done for me. Since I don't know whose information is correct, I have asked friends and offered money to people flying on other airlines to take my dress. I have asked others who have flown abroad with wedding dresses and no one has ever had or heard of an issue like this. This has been ridiculously stressful and I feel cheated by Continental. Due to their mistake, Ive been put in a terribly frustrating and embarrassing situation. I'm hoping that this makes others aware of yet another fault this airline has and that hopefully, it will prevent this from happening to others in the future.
Extreme stress and embarrassment. I may be paying someone to take the dress for me but have not finalized anything yet.
Prateek of Suffern NY (05/10/08)
Continental Airlines Flight CO82 of April 24th. 2008 from EWR to DEL was very uncomfortable largely because of the attitude of the Cabin Crew. The product was quite similar to any US Service-Industry product, therefore this was not atypical, however, overall Continental cabin-service was POOR as compared to any other airline! One does get used to this sour attitude of the crew on US-domestic routes, but on a 15 hour flight such cabin-crew really makes the flight uncomfortable. Example:- Keeping the cabin porthole shades down for almost 9 hours out of a 15 hour flight is STUPID, though it does give a good bit of lounge-time for the crew to sit around in the rear of the aircraft!! Suggest get Continental out of the business of long-haul routes as they don't have the right crew-training for these flights!
Heidi of La Puente CA (05/09/08)
Continental Airlines, flight 17031 LAX to Newark then to Lisbon-Portugal, on April 20th 2008. My flight was originaly going to leave at 10:20 but the plane was late and since we (me, my boyfriend, and my parents) arrived three hours early, our plane was changed to the earlist flight, which leaves at 8:30. We intentionaly came three hours earlier instead of two because we were bringing with us an Airsoft gun, its a sports gun (not a real one) which uses BBs like paintball guns use paintballs. About 3 days before, we looked online with their luggage policies and other information that can tell us about whats needed, or if it was ok to travel with a sports gun. For real guns the policies said that a hardcase with locks, lock combinations known by owner, and let the airlines know you are carrying a gun to sign some papers and so forth.
Since it wasn't a real gun we got the hard case and locks so it can travel in a more appropriate manner, and save us some trouble at check in. We also called customer service to double check on our issue and they told us they dont see any policies about Airsot or BB guns, But that we should carry it in a hard case with our locks and just inform the people at check in. When we checked in our luggage we let them know about the sports gun we were taking (it looks like a real Pistol 9mm Glock 18C, gas). So they called the manager to seek his approval, and the old man helping us with our luggage told us it shouldn't be a problem since its not a REAL gun.
Once the manager laid eyes on it he quickly told us we cant take the gun. Saying, and i quote, It dosent matter if it dosent work like a gun, Its not classified as a toy, It looks like a real gun, So I'm going to treat it like its a real gun. My boyfriend and I tried to explain to him that its not a real gun, and you cant classify its a gun when it cant use BULLETS. He insisted that the looks of the gun, made it a real gun, and then he told us we needed to get a permit from Portugal that its all right to travel with it. It made no sense to us, he wasn't making sense of himseld either, we asked him How can we get a permit when its not a real gun? Theres no such thing. He was asking for something that didnt even exist.
My father tried explaining too but his english is a bit troubled (he speaks spaninsh)but the man was stubborn and rude to us, not wanting to hear us anymore and trying to dodge us by getting in the crowd and keeping order. Time was running out for us, while we were trying to think of anything, my mom was calling this number Specificly to Continentals head of customer service. They were telling us we should be able to travel with it, we told the Mnager once more that we are allowed to travel with the gun. We even told him that the lady helping us on the phone can talk to him about, He refused to talk to anyone, he was teling us to call this other number which I'm sure would be agreeing with this man. We even saw him go on his computer, most likely looking for policies or anything to back him up in this situation. With short amount of time since our plane time changed to an earlier time, we had to focus on not missing the plane.
Our time was ruined, I was bitter and angry when i just wanted to enjoy the last few minutes we had with my parents. We had to leave them quickly, like 5 minutes, our goodbyes were short. I know its understandable that our airports are more stricked from all our incidents in the past, But one thing is keeping the airlines safe, another is asking for something that cant be done. Once our plane left, my father called their Customer Service and it was a man now. First he was saying that their shouldn't have been a problem, but then he changes his mind once he sees the Managers message about the gun looking real. So now Mr. Jeff M. is trying to cover himself, but why? was he wrong then?
In all honesty i had faith and patience with this airline. But if they're going to be sneaky and just cover each others back for their own benifit, i find that untrusting and unreliable. All in all to this date my parents have investigated everything, even contacted the Portugal Embassy and they themselves told my parents that its fine to travel with the Airsoft gun because its not real and looks shouldn't have matterd. Also even if the airlines would insist on such a permit, the Embassy said theirs no such permit or document they can give us. Basicly we could have travel with the fake gun, and all that trouble was for nothing. Its all a waste of stress, time, and breath. I wish i could have said goodbye to my parents with a better moment. I hope this comes to better use for all the people out there who have fun with Airsoft, and try to travel with their not so cheap equipment.
Gr of Kokomo IN (04/24/08)
Continental Air Flight CO3049 Date April 23rd Wed 2008 Charlotte to Cleveland Time of incident 5:20 pm Place of incident: In the plane, passengers just boarded the plane but the plane is still parked at the gate. I always like to talk positive first: Our party of five had great time in North Carolina and in the other three connected flights. IND to CLT Now the incident: From the very beginning, the Air Hostess of this flight Ms Adelle had problem greeting me. I dont know why. May be because I am from Asia and certainly dont look like Caucasian. However I did my part of greeting her, which she ignored by looking away. I get to my seat put my bag and barely sat on my seat and called my wife to tell her about our arrival time. People have just boarded the plane and the plane is still standing at the gate. (Plane is not taxing).
Ms Adelle walks to me at 14A seat and yells at me and I quote YOUR PHONE NEED TO TURNED OFF NOW !!!?. I said okay. Ms Adelle walks to the back of the plane and turn around after taking three steps. With same intensity and loud yell and I quote, YOUR PHONE SHOULD BE TURNED OFF AT THE TERMINAL? As I am Not Caucasian, I got scared and nervous in midst of plane passenger full passenger, I cut off my conversation with my wife and turned my phone off. I have a cell phone, which takes about five to six seconds to shutdown. I am holding the phone in my right hand looking at the display while its shutting down and here come another YELL, as Ms Adelle in standing right by me. Please keep in mind plane is still at the gate. And I quote, IF YOU DONT TURN YOUR PHONE OFF NOW I WILL GET YOU OFF THE PLANE !
I was scared, what might come next from Ms Adelle who is angry with me for some unknown reason. As people are looking at me and I did not want to be kicked out of plane and get arrested, I kept saying, okay, okay okay? Thank God my phone turned off and that moment that moment of terror passed over me. Ms Adelle left me. Please keep in mind this all happened while the plane is at the gate. When Ms Adelle left me I calm down my nerves and could not believe what has happened to me in last 15 seconds. I waited the proper time to ask Ms Adelle's name. While she was serving drinks, she came around our section, already beaton down and intimidated I asked her name She said Adelle. I asked her to spell the name please and I wrote down. I did not say anything to her and that was the end of conversation.
Ms Adelle came by to collect the trash, she did not slow down at all I had to move my arm to match her speed to put trash in waste bag. While leaving the plane Ms Adelle was standing at the door saying goodbye. I did not want to look at her. I turned my head to the left and got out of the plane. If Continental air wants to confirm the incident they could contact the few passengers around me to get their side of story. This such a bad experience, thank god my son was not sitting with me. I have not told any one about this incident and I am ashammed to discuss it with my wife and kids, that someone would treat a customer in such a way.
Severe emotional pain, mental torture and lasting bad memory of terror / threat
Tabitha of La Mesa CA (04/22/08)
I had originally booked a flight online threw continental a week before my flight i cancelled my reservations and was told that i would be credited for my ticket amount take note this was a one way trip which consist of myself a 5, 2 and almost 1 year old. The represenative told me whenever i was ready all i had to do was call and i will still get to use my ticket for the same price but when i called i was told i would have to pay $100 per ticket that was cancelled plus the difference in the fair. I did this but i was upset because the superviser was very rude on the phone and didn't care at all. I rebooked the flight and when i got to the airport there was traffic backed up and at a stand still so when i finally got to the curbside check-in i only had 20min until my flight,
Again i also had three very small children and about 5 bags and 3 carseats, the clerk told me i couldn't check in because it was to late but other airlines clearly allow customer to check and try and make there flight but not continental. They told me that i should have gotten there earlier but how could i if traffic at the airport was backed up and at a standstill. He told me to go upstairs and talk to the representatives but when i got there no one was there!!! A man came out i guess it was some sort of superviser and he told me in a rude way your just gonna have to call the airlines now i'm standing he with 3 children trying to get on a one way flight that i already kicked out $300 for the first time than an additional $300 for canceling now all because they wouldn't let me check in when i clearly had time i had to pay another $400 dollars and i can't leave until a week later. How could u treat someone like that that is very immoral.
I had to pay $1000 just for a one way trip and also had to call my ride back to the airport load all my bags up and the kids and stay another week. I will never deal with this airline ever again!
Alexander of Gourock RI (04/22/08)
On three separate occasions a maintenance problem occurred before takeoff. All flights were CO16 from Newark to Glasgow, all night flights. 1/ October,on flight computer problem delay 2hrs approx. 2/ Dec Wing flaps indicated on computer that they were not working, but physically they were, delay 1.5hrs approx. 3/ April 20th a light would not go off on the control panel in the cockpit.Delay 1.5hrs arrived at Glasgow 1.5hrs late. All three separate incidents, not a very good track record?
Also the flight April 20th was at 7.35 pm we were called to the desk at 7.00 pm to verfy all our documentation which had already been checked out. With the result we did not get on to the plane till after 8.00 pm This procedure has happened to me before at Newark. This procedure is not carried out at JFK, would be interested in your comments ?
Does not install any belief in your preventative maintenance procedures. All flights were delayed between 1.5 and 2.5 hours. Will be flying BA next time.
Jesse of San Antonio TX (04/07/08)
I arrived on time for my flight. Approaching the counter I noticed no one was there to check-in. The flight was delayed. Supposedly due to weather. I had to spend another night in Albany. The clerk asked me if I wanted to spend the night in Albany or Cleveland. N0, I paid to go home and you can not accommodate me. Needless to say, she was going home...it wad no problem for her. She booked a flight on Delta, which when i arrived to check in I was Picked for additional screening through security.
Karen of San Antonio TX (03/26/08)
Layover in Newark, NJ. Departure time was slated for 7:40pm. At about 10:15 pm an announcememt was finally made telling us that the next flight to depart was NOT ours; it was going to Pittsburgh, Pa. We waited & waited until we were told we could depart at 11:40pm! We weren't told any info about why we had such a long wait or when our plane would depart for hours. There was no one around to so much as ask for info. We were just dumped off & given no Info at all!
Missed entire 1st days events which began at 10:00 pm
John of Ny NY (03/12/08)
I booked tickets over the phone (two round trips to Hawaii). When I looked at my online credit card statement a few days later, I found two $15 fees from Continental separate from the ticket charges. At NO TIME did the phone representative state there would be a charge for booking the tickets over the phone. I am extremely computer proficient and would have been glad to have processed the transaction online if I had been informed at any time during my phone transaction that there would be a charge for phone services. This is blatant misrepresentation--simple and straightforward. When I called to attempt to receive a refund, I was told 'I'm sorry sir, that won't be possible' but that a note would be made concerning the issue and sent on to the proper department.
I feel ripped off by an airline. The usual.
Michael of Charlotte NC (03/12/08)
On Sunday, 9 March 2008, I was attempting to fly from Charlotte, NC to Providence, RI. After arriving at my gate one hour early in Charlotte, I was told that the flight was being delayed because a crew member hadn't shown up. Once airborn, I was told that I had plenty time to make my connecting flight in Newark, NJ. After arriving in Newark and sitting at the gate for almost 45 minutes, we were told that the flight to Providence had been canceled. We were instructed to go to Continental Customer Care [sic] counter to make new arrangements. After standing in line for 2 hours and 28 minutes, I was told that the soonest they could get me to Providence, RI, would be 2 days later. The agent also told me that no restitution would be forth coming. I had to spend the night in the airport because no hotel space was available within a 150 mile radius. No rental cars were available. I successfully got another flight to Providence at 3 pm the next afternoon. When I arrived, my checked luggage had somehow gotten on a flight to Houston, TX. I was told that I would get it the next day. Well, it's now three days later, and it still has not been delivered to me. I'm afraid that my luggage is lost forever. This airline is absolutely the worst in America.
I carry certain medically necessary equipment that improves my quality of life. This equipment fits nicely in my luggage and won't cause the stares if I tried to carry it on the plane. First, because my flight was canceled, I had to walk the airport all night long. On the second day my luggage went to Houston, TX, and I haven't seen it since. I'm afraid that my piece of luggage is lost. The medical equipment is worthless to most people, but it cost me $2,800. My clothes and other items are valuable to me.
Hariharan of Mumbai OTHER (03/12/08)
Details of my travel: Flight No: CO449 Date of travel: 15 Feb 2008 Sector: San Francisco (SFO) to Newark (EWR) Confirmation #: CEJ8EF Special Request: Asian Vegetarian Meal (AVML) which was confirmed
First of all, the crew informed me that the meal I had requested was not available and later agreed to serve an alternate meal. They served me some other meal (called kosher) with meat in it. Eating meat is totally against my religious sentiments, and in spite of explicit request, I was served the same. When I brought this to the attention of the crew, they were very discourteous and rude. They went to the extent of almost shouting. All they did was to tell me, in a rude and angry tone, to go and complain to whomever I want and threw one comment form at me.
When I fly business, I expect a decent level of service and very high level of courtesy from the crew. This is the worst set of crew I have encountered in my 35 years of flying. I was really hurt due to this careless act from Continental Airlines: for making me travel on empty stomach for more than eight hours thus aggravating my stomach acidity level and making me suffer; for hurting my religious sentiments (eating meat). Due to their rude, arrogant, insensitive and discourteous behavior, the crew thereby damaged my self respect in front of my colleagues, by not fulfilling the promise of providing me an Asian Vegetarian Meal. They did not providing me the value for a business class travel as I had written to them many times, but there was a point blank refusal from the airline. I request your help in compensating me for the above.
Joe of Brownsville TX (03/11/08)
I recently traveled from San Juan, Puerto Rico, to Brownsville, Texas on 3/08/08. Continental charged me $350.00 for extra baggage. A Sony DSC-s650 Digtal camera was stolen from my baggage. The camera was still in the box with receipt, but only the camera was taken out of baggage. I called Continental (1-800 we care2) which had me on hold for 25 min. They finally sent me to 1-800- 335 bags and was on hold for 30 min., when they finally answered. They gave ref. # broco16698 and told me too get on the internet to print a paper which I had to fill out and then send to them. I still haven't found the site for that paper.
Continental has thieves working the baggage area.
Billie of Auburn NY (03/08/08)
I was taveling from Rochester NY to Tampa Fl for a wedding. I was originally to arrive in Tampa at 12:54am on Saturday the day of the wedding. The weather was iffy and i called ahead to see if the flight was delayed, a computer notified me that the flight was scheduled on time. When we arrived at the airport to check in the representative at the counter informed us that the flight was delayed but only 10 min. and should still depart on time. We needed to go to the gate to obtain our seat assignment, when we arri8ved there the ajent notified us that the flight is delayed and has been all day.
I have spent over 600.00 (not including daycare exspense for my children) dollars to attend this wedding and was not able to. So the emotional exspense does out way the finacial and feel very strongly that I should be compensated. This debacle has gone way further than due to weather. It is due to poor customer service and terrible communication.
Donna of Hamilton NH (03/06/08)
At check-in everyone was well aware of the couple in line ahead of us as they were both under the extreme influence of alcohol or narcotics. The guy at this point could hardly stand up. The girl at the counter said to his female companion, "You'll have to do something with him. He can't fly like this." The girl replied, "I can't leave him here." It was at this point, the guy was laying his head down on the counter. Everyone in the check-in line was talking about it. We knew because of today's laws they would not be allowed to board the plane. Imagine our surprise when we see them on the plane. This is where the problem begins. On three separate occasions, the female was in the restroom for no less that 20 minutes at a time, as a line forms in the aisle each time. This was horrible for the flight attendants. Now that the female has finally exited the restroom, she proceeds to vomit for the remainder of the flight. How disgusting for the rest of the passengers. The only good thing was her companion was out cold. Upon landing in Newark, they had to be taken off the plane in wheelchairs. Now we wait in line at customs, while they get wheeled right to the front of the line.
Thank God these people didn't freak out on the plane and cause a problem more serious. I cannot believe Continental let them fly. Shame on them for putting me and the rest of the passengers in danger. Shame on Continental. I expect better judgment than that when an airline has so many lives to be responsible for. It is their job to keep us as safe as possible. This lapse in judgment makes me wonder what other safety laws and precautions Continental chooses to ignore.
Kathy of Baton Rouge LA (01/23/08)
We were booked on a connecting Continental flight from New York to London, but our originating Continental flight was weather delayed, resulting in our missing the last flight to London. We went straight to Continental's desk and spoke with Rod Segura, a Continental manager who was rude and not at all helpful. After 1-1/2 hours at his desk, we were told that we were booked on their early flight the next morning, but we would have to spend the night in Newark.
We arrived at the airport very early the next morning and were told that we DID NOT have reservations. By the time we returned to the Continental desk, the a.m. flight was booked, so we had to spend the entire day at the Newark airport. We lost 1 day of our 3-day trip to London, and we had to pay $500 for that day's hotel reservation. To top it off, I wrote a certified letter of complaint to Continental, AND THEY NEVER RESPONDED! I guess they don't want or need my business.
Issayas of Centreville VA (01/17/08)
It was about 5pm in the afternoon when my cousin and I got to the counter to check in. Ms. Mherete called us and she asks for ticket and passport. We knew right away that she is new for the job, because she keeps going to the next clerk to ask over and over again for over 30 minutes. We were so patient to give her ample time to process our departure ticket. After half an hour wait, we ask her politely if she doesn't mind either to transfer our ticket to the next counter or just finish processing it. At that point we were so furstrated on Ms. Mherete's ability to do the job right. We lost our patience and confidence in her. On the next counter, I don't exaggerate if I said at least ten passenegers were proceessd while we were standing there. We were shocked when Ms. Mheret treatened to call the security because we were interfering on her duty. It's our first and probably the last time to fly with Continental. Luckily, the supervisor came and apologized for what happened and completed our ticket in less than five minutes. What intereference she was talking about, it's still a mystery? She should be trained more before she is out there dealing with customers. The bottom line is, please put the proper and trained person who has a little bit knowledege and respect to the customer.
Christine of Soldotna AK (01/08/08)
Upon checking in on Flight 1447, Dec. 17, 2007, our cooler with 50 pounds of Durado, including cooler, was taken from us. We were told it was not packed properly and could perhaps leak in the baggage department! The fish was frozen and packaged in extra strong Ziplocks! They were rude and seemed to make a joke of it saying, "Sorry you cannot take this"... but they had NO problem taking it, including our $60 cooler. They also acted like they could not speak English, and were horrible! Our brother had the same thing happen to him the prior morning...only they told him his fish couldn't be frozen and had to have dry ice, which is always a no-no in our business. My husband is a guide and fisherman in Soldotna, Alaska,and ships fish three months of the year for his clients with many airlines! This was unheard of! What action can we take?
We paid $1500 a day for four days of fishing plus tips and had over 100 pounds of fresh frozen fish to take home. The entire trip was scheduled to bring home fish! It was pretty obvious they were waiting for a pay off, or couldn't wait to have the fish. We could not believe they took it! Had we had to get on our flight we could have given it to our captain, or the cook where we stayed, who froze the daily catch for us each day! We still cannot believe it.
Tariq of Cordova TN (01/08/08)
I've been trying to change the flight from Feb 24th to first week or 2nd week of Jan. I have been trying to do this before Christmas and stay on the phone with Continental almost every day about an hour or so. They could not get the seat confirmed, but after almost calling every day finally I spoke to Crystal (supervisor), and she confirmed all the links and told me to go to the nearest Continental desk and get new tickets issued. Went to the airport and got a totally different story. Very upset--I have spent almost 3 weeks just trying to change the ticket with no result. According to the ticket I am allowed 1 free change. I guess they take advantage and do not care about customer wants and needs, because there is not much you can do. I would love to get in touch with someone higher up to let them know how poor their service is.
Emotional stress: the reason to change the tickets is an emergency. Seats are available--but not for me.
James of Macungie PA (12/17/07)
On flight 16 LAX to Newark on 12/16/07, Continental Airlines moved the departure gate without notice from 62 to 64, then back to 62. After a 40 min. delay, we arrived in Newark only 20 min. late; however, we sat on the ramp for over an hour without an arrival gate. We then ran for our connecting Continental bus that was to depart at 8:00 pm. After getting to the gate at 8:03 pm, we were informed the bus had waited as long as possible and left 6 of us stranded until the following day--50 miles from home with no luggage.
Their complete lack of internal awareness as a company is so far below their competition that it's amazing they are operating at all; and it seems to me only a matter of time until they're gone, hopefully. We were forced to choose between another night in a hotel with the associated expenses or get a rental car home. We took the car at $150.00--that was better than giving Continental another shot at messing things up.
Cliff of Rocky Mount NC (12/17/07)
I booked my dog a flight on Continental Airlines weeks in advance for a hunting trip out west. I have done this before and Continental is about the only choice because of cold weather all other airlines have temperature requirements. Tell me how Denver Co is ever above 40F in December? So Continentals pet safe program is the one and only choice.
I arrived at the air cargo center at 4:30am - when they opened for a 6am departing flight. I was booked on a different airline but both of us were to arrive in Denver at 10:30am -which we then had a 5 hr drive to our hunting grounds. After giving the attendant our conformation number - he informed me that the flight leaving Raleigh would be leaving late due to needed flight crew rest and the connection would be missed. I love how they look at you and ask what do you want to do?? We have NO CHOICE - I am about to miss my plane we have to play by your rules so why rub it in like we have a choice. Anyway the real kicker is that they tell me that I will now pay an extra $75 handling fee because the dog will be in Houston for 4 hours. The total charge to fly my dog one way from Raleigh to Denver now becomes $476.12. I had a confirmation number, confirmed price and yet 1 hour before the flight they raise the price and change the time for my dog to arrive by an extra 6 hours.
BTW- tickets for me were under $200 round trip on a different airline.
I think its almost impossible to fly with your dog anymore.
Tim of Westwood NJ (12/15/07)
While flying home from New Orleans to Newark NJ (via Houston TX) Continental airlines employees were not only extremely rude, unhelpful, but repeatedly lied to me and other who had been forced to spend the night in Houston. The trip began in New Orleans were the weather was fine. The plane that would take us to Houston was late getting in from another destination - we then had to wait an additional 40 minutes to take off. A flight that should normally take 50 minutes took over 90 minutes.
There were some delays at Houston and once there I (and many others on my flight) rushed to the next gate (one over) to catch the connecting flight to Newark. The plane was still at the gate, however no Continental employees would do anything for us to get in touch with the pilot and stop them from leaving the gate. I literally watched as my flight pulled away. I was then sent over to customer service. Far from the gates. Needless to say the line was long and there were many unhappy customers coming in from numerous other locations. At customer service, the Continental employees pretty much had the attitude of too bad, come back tomorrow. Two actually walked away and said it was their time to go home and left the desk!
When I finally was able to speak with a representative, I was told they would get me on the first flight out in the morning and was promised my luggage would be on the plane. I was also informed Continental only offers some minimal discounts for local hotels. I ended up spending over $100 for a 5 hour stay! In the morning the flight was delayed yet again! When I finally did get on board, I watched as the baggage handlers filled the plane with commercial boxes of material (not customers luggage). Like a fool I trusted the customer service rep from the night before. Upon my arrival at Newark, I learned my luggage was still in Houston and was rudely told I should be grateful I got to Newark and to go home and they would get my luggage to me later in the day. Well, it is close to midnight and I still don't have my luggage. When calling into Continental they will not tell me the carrier who is to deliver my luggage or if it is even enroute. I understand that delays happen, but the attitude, lies, unaccountablility and refusal to give any information by the employees has left an such a foul impression like no other company has ever before. I would not fly Continental ever again and I encourage others to look for alternatives!
I ended up spending $100's of dollars more for overnight hotel, ground transportation. I also gave up my entire day waiting for luggage that still has not arrived.
Aaron of Harlingen UT (12/14/07)
I was returning from my father's funeral in Los Angeles to my home in south Texas. I had a connecting flight in Houston for Harlingen with over 2 hours on the ground in between, which I thought should be sufficient. Continental first delayed the flight out of Los Angeles due to equipment. Then the flight was delayed for another 40 minutes due to personnel. Apparently Continental told the flight crew to come in another 40 minutes later than the prior (already delayed) departure time, so that became a self-fulfilling prophecy. The flight from Houston to Harlingen was the last scheduled flight out that evening, and I missed the connection by roughly 15 minutes.
I asked Continental to hold the connecting flight (explaining that patients were scheduled for surgery the following morning at 7:30 AM) well before their first flight out--I was scheduled to give the patients' anesthetics. They did not hold the flight. I wound up driving from Houston to Harlingen overnight, arriving around 5:30 AM to start giving anesthesia around 7:30. I was exhausted. I simply cannot afford the sort of irresponsibility Continental showed me. Surgeons and patients are dependent on me.
Paid for a rental car. Bought gas for it. Drove all night and gave anesthesia while impaired by exhaustion. The alternative would have been canceling/delaying multiple surgeries.
Ana of Greensboro NC (11/28/07)
Yesterday I was to be on Continental flight 2955 from Newark to Greensboro at 5:30 pm. I was at the airport until 10 pm at night between my flight being delayed, canceled, and being put on stand by. After spending exactly 7 hrs in the airport I had not gotten on a plane as scheduled and paid Continental to do so. Also, I had to spend the night at an extra cost at a hotel in an unsafe area--$75 not in my budget. On top of this, I had to leave the airport alone, a foreigner in this country, without my suitcase for they would not return it to me, nothing at all except for my wallet and papers. After all this I was still not put in the first fight to go to Greensboro the next day, but until the second one which was also delayed 1 hr.
I am not the only person that was there.... I heard many of the representatives talking back to customers. I hope anyone that thinks about traveling by CONTINENTAL will be cautious about choosing them as the supposed best airline. They do not respond!
Cherron of Neptune NJ (11/27/07)
My family and I traveled to Atlanta, GA for the Thanksgiving holiday on Continental Airlines. Everything was great when we left Newark, NJ. We were scheduled to leave GA at 7:00am on Nov. 25th. When we arrived at the airport we learned that our flight, 1154 to NWK, NJ, was delayed until 11:00am due to a problem with the aircraft. During our five hour stay on the airport, the customer service was not as informative as it could have been.There was only one announcement, updating the status of our flight for the entire five hours we were at gate D12. I was forced to inquire about our flight status. Then too, the flight that was sheduled to leave at 11:00am, did not take off until 11:35am. After such a timely ordeal, we were only served only a muffin and a beverage on the flight.
My family had scheduled an engagement for later that day, since we were scheduled to arrive in NJ shortly after 9:00am.We figured that we could go home, freshen up and come back to the engagement. Unfortunately, we missed out on a family gathering due to the fact that we live an hour away from Newark Liberty International Airport.
Jaime of Norfolk, VA (11/21/07)
I booked seat 3B, the very front of the plane. I had this seat booked for 3 months and I was in my seat five minutes before departure. A young lady with a 1 year old gets on the plane. The flight attendant kicks me out of my seat and puts me in the 2nd to the last row near the bathrooms. I am no complainer, but I should not have to give up my seat if I am already there. The airline should have already known about the seating arrangements.
The engine was right outside my window seat, I got no sleep, there were at least 20 visits to the restrooms, and a 2 year old behind me was crying and banging the tray table. Continental did nothing and offered nothing.
Padma of Morristown NJ (11/17/07)
I bought a Continental Airlines ticket from Newark to Montreal in June 06, for which I had to use 50,000 miles. I canceled travel soon after, and did not use the ticket. I was told I could buy back my miles any time. When I called to do so a few weeks ago I was informed that my ticket had expired and that my miles, 50,000, had also gone with it. My phone conversations at no time indicated that I would have to redeem the miles or lose them within a year. I did not receive any notice that this was to occur either.
I have traveled Continental almost exclusively whenever possible, being a loyal customer. 50,000 miles are a lot to lose with absolutely no notice.
Cheryl of Newport TN (11/16/07)
Recently I was a passenger on continental airlines, in Houston Texas I volunteered to give up my seat and was promised a 500.00 voucher to fly again and also hotel stay. I already called my husband and told him to go back home that I would be coming back the next day. He got home and I had to call him to tell him to go back to the airport again because they decided that they didn't need my seat after all, this was a lot of trouble for him and i feel that i should be given the ticket I was promised, after all it was not my fault that they didn't need my seat.
Karla of Edmond OK (11/13/07)
I requested a refund or guidance on credit for two tickets. I had purchased six tickets to Newark and back. I received a we regret letter after the flights were taken and not told how to get credit. My complaint is since I paid for the tickets why can't my family and I use those seats? They were occupied by Continental employees. I essentially paid for their employees to fly to and from Newark. 1,000.00 worth of tickets.
Daniel of Charlottesville VA (11/01/07)
I purchased an airline ticket from Conitnental Airlines on 10/29/2007. I paid $529. I checked back 2 days later and they reduced the fare to $332. The airline reduced the price of the fare by $200 within 2 days but refused to issue a refund for the difference. I even went so far as to split the difference and take $100 back. They refused. This seems unreasonable and unethical. If I were to buy a shirt at a store and they reduced the price the next day by 40% they would issue a refund for the difference. I tried to explain to Theresa that Virginia has a law that any contract can be broken within a 30 day period. At which point she said since I stated a law she was ending the conversation and hung up the phone.
Susan of Orange Park FL (10/28/07)
I made the mistake of booking a flight on Continental Airlines. I had to change the flight. This was the rudest airline. I had to wait a half an hour to speak to someone and had to find my own new flight on the computer while they looked and insisted there was not one. Then they wanted to charge me more for the change fee than the ticket even cost. I have changed many flights and never had a bad experience. They were also extremely sarcastic about the fact that I booked through Cheaptickets. I am stunned by their attitude. I ended up booking new tickets on another airline. Basically they stole my money.
I lost $500--the price of the ticket that is now worthless to me.
Mansur of San Diego CA (10/13/07)
I was not allowed to check into my scheduled trip from LAX to Maui on Oct 7, 2007, and the reason is that Continental Airlines oversold the tickets. I was told that my e-ticket indicated that I needed to be at the airport 45 minutes prior when in fact it was 30 minutes. (I was at the airport counter 44 minutes prior.) Furthermore, the Continental employee offered no assisstance with the problem and simply walked away. I had to reserve a one-way ticket to go out on the same day which cost me 800+ dollars,
Pay $800+ for one-way ticket and missed a scheduled complimentary transfer worth $50.
Sumi of Sugarland TX (10/05/07)
I was traveling back from California by myself and my two year old son. I had to purchase a seat for my son, regardless of the fact that he wouldn't sit in it. On the way to California, from Houston, my son was allowed to sit on my lap because he was crying the entire time. Well, the flight back was a different story. I don't know her name, because I couldn't see her name tag, but she was an older (maybe 60's)looking female flight attendant. Right before the plane took off, she decided to order me to put my son in his seat. I understand the safety issues, but it was the way she spoke to me and treated my son. She was very rude and impatient. My son was asleep at this time, so I was trying to slowly get him in his seat without waking him up so he would scream and cry to get back in my lap. She rudely said Get him in there TODAY, before the flight takes off!! Once he was in his seat, he obviously began to cry and scream and she put his belt on and yanked it tight VERY hard. I'm surprised there wasn't a mark! I was livid, but being an Indian, and knowing how things were with the whole terrorist issue, I didn't want to risk the chance of trouble...especially since I was traveling with my son. He cried the entire time, and only settled down when I picked him up and placed him in my lap. Well, the lady would NOT leave us alone. She continued to give us dirty looks and then came back and told me that he needed to be in his seat, and that it wasn't going to be her problem if he got hurt. I CALMLY explained that if I put him down, he would cry and keep the passengers awake (this was a red eye flight). She definitely didn't care, and said so. She then accused me of not caring about the safety of my son, and began to imply that I was an unfit mother. She then walked off before I could say anything else. Later on, she came and talked to the passanger behind me in a loud voice, unconcerned for people who were sleeping. The gentleman sitting next to me kept looking back at her to see if she would lower her voice, but she didn't take the hint. Even HE was fed up with the way I was being treated. I don't know if it was the color of my skin, or what, but she didn't like us right from the start. If she had spoken professionally, I think the situation would not have been so hostile. If Continental is going to place rules and regulations, then they need to make their expectations clearer to their flight attendants.
Michaela of San Diego CA (10/01/07)
I was traveling from Houston to West Palm Beach on the second leg of my flight. Once on the tarmack we were informed weather would keep us on the ground, the pilot shut the engines off and the air temperature began to increase dramatically. We were then informed there was air traffic control issues in Memphis. Ultimately we were given no choice to deboard the plane. I was dressed in business attire and was so hot I thought I might pass out. They did not supply water to us until the 3rd hour. We sat in the plane on the tarmack for 3 hours with no airconditioning.
The day after I arrived in West Palm Beach I developed a horrible sore throat, which developed into a full blown flu. I went to the ER because I was so ill. The doctor said it was likely from sitting in the airplane with limited recirculating air. I called Continental and they offered me a measely $50 travel voucher which would not even cover my copay. They refused to do anything else about the fact that they did not obey any passenger rights rules on the flight. Their response was they got me there didn't they which is absolutely obsurd.
David of Missouri City TX (09/26/07)
After traveling from Houston to Boston on business on Continental Airlines, my bag was delayed for 1 day. I was promised $25 for reimbursement to buy incidentals while my bag was delayed. When the bag arrived, it was damaged (broken zipper). I took it into the Continental claims office, where I was told they don't fix broken zippers (what good is a bag with a broken zipper? what do they fix?). To add insult to injury, they also did not pay the $25 they promised me for incidentals.
Larry of East Brunswick NJ (09/19/07)
I unfortunately purchased a ticket on Continental Airlines using a debit card. Continental debitted my account twice for 3 charges, for a total overcharge of $209. These charges made my bank account overdrawn, which my bank has charged me 175. When contacting Continental, they have denyed - denyed - denyed. Asked me to get a copy of my bank statement and fax it to them. They said, that if in fact there were mulitiple charges, they would refund the amount owed me and call the bank to get the overdraft charges reversed. If the bank would not reverse, they would pay the overdraft charges in addtion to the overbillings.
I faxed all the information, including bank tele number, contact name, copy of the mulitiple charges, asking them to confirm receipt of my fax. They never confirmed, I've called them several times and am now told this is not the procedure. And they cannot help me! I've called and asked that the person I spoke to call me back to no avail. No call...........! Customer Care will not elevate this to the next level, as they say it's the Refund depts issue. Lady at refund department is never available and I've been told that they only call back after 4. Well.........I'm still waiting for that call.
Mark of Marana AZ (09/10/07)
On Aug. 28th I flew from Tucson AZ, to Indianapolis IN on Continental Airlines. I checked 2 bags. One of them was a guitar that I was told on the phone that I would not have to check into baggage. Upon checking at the airport I found that this was not the case. Having been dropped off at the airport I had no choice but to go ahead and check the guitar. The lady was very apologetic and gave me several fragile stickers and assured me that they would take great care with the instrument. As she took the guitar she placed it into a plastic container and said that it would stay there for the duration of the flight.
As I sat and looked out the window the luggage trailer pulled up to the conveyer to load the aircraft. I sat and watched as the person tossed each bag on to the belt that carried it to the open door on the plane. The driver parked the vehicle a good way from the belt and had to throw everything at least 6 ft. He then pulled out my guitar. It was NOT in the plastic box anymore. The guy then threw it into the air in such a way that it landed squarely on the head of the instrument at the top of the neck. This completely busted the guitar into two pieces. I could not believe my eyes as the people next to me could not either.
I had to purchase another guitar while in Indiana. I was flying there to play a gig that I have been doing every hear for 5 years now. I have never had this problem from the checking mis-information, to the actual breaking of the guitar, to the cavalier attitude. I flew back home on Delta and was allowed to check the guitar at the gate where as usual with every airline I have flown with it was well treated and there were no problems.
The guitar was a Taylor dreadnought acoustic. I still have the receipt from 2001. It cost me $799.00. I get only $500.00 for the gig in Indiana. I paid $621.00 for a lesser quality instrument to use for the gig. Not only am I out a guitar that I feel very strongly about but I am out the money for the gig because I could not perform without and instrument.
Mark of Telford, Sopshire, England (09/10/07)
The flight from Newark to providence; Delayed for 3 hrs. Almost everyones cases had been apparently sent to Detroit. We were woken up by a currier at 2:30 am delivering our cases. The return flight from Providence to Newark Delayed by 4 hours (They claimed due to bad weather, which we discovered when we eventually arrived, was not true. The weather had in fact been fine). Due to this delay we had to be rescheduled via London Gatwick. This added a further 7 hours to our journey back to Manchester.
The staff at Providence were dismissive and appeared to be quite happy, smiling saying it is not our fault?. When a number of passengers expressed concern pointing out that they would miss connecting flights and important meetings etc, the staff simply smiled, shrugged their shoulders and said dont shoot the messenger?
Valerie of El Paso TX (08/31/07)
On Friday, August 31st; my flight from El Paso to HOUSTON was delayed 90 minutes causing me to miss my connection to Puerto Rico. They finally arranged for me to be on a later connection; but insisted the delay was due to weather. IT WAS NOT! The ticket agent said the AIRPLANE HAS ENGINE PROBLEMS!! the weather in El PASO was clear and SUNNY and the trip to HOUSTON was totally clear and it's sunny here today too!! I suspect the airlines claims WEATHER to avoid any responsibility for the havoc such delays cause. It seems someone should investigate these claims of delays being due to WEATHER!!
Lesley of Brea CA (05/26/07)
We flew from Miami to Houston on 8 December 2005 on Continental, and they lost our suitcase. It took a year to get compensated for the emergency clothes we had to buy at the time, and they are refusing to pay us compensation for the suitcase and contents as they say we didn't get the documentation to them on time. That's ridiculous. We sent it in January 2006 and they are saying they didn't get it until March, which is past their deadline. I will never fly Continental again.
Janie of Waldoboro ME (03/21/07)
We flew into Cancun on 3/10/07 w/o incident, but our return on 3/17 was a major catastrophe. Due to weather, ALL of Continental's flights into NewEngland were cancelled,(only Jetblue cancelled other flights - all other carriers as we were told only delayed flights ie; US Airways, United, Northwest) We were told by check-in counter agents that there was NOTHING until Wednesday at the earliest AND the Customer Service Agent (ticket window) CLOSED when people were still standing in line (including us) to get questions answered! We were not presented with the Customer First document explaining our rights to be allowed discounts at local hotels, etc (which we found out about 'after' we got home)
We ended up sleeping in the Cancun airport on cold marble floors because the Continental reps wouldn't do ANYTHING to help us w/ meal vouchers, or even try to arrange for emergency blankets, pillows or even drinkable water (USD$6 for 1 liter bottle in airport convenience store!) My husband is 57 w/a bad back. The hotels jacked their prices because they can and it was the towards end of spring break - they were eager to make more pesos! We had to 'buy' drinkable bottled water at $6USD a bottle! We couldn't take more than one night of this!
Thus, we ended up buying one-way tickets through USA3000 (who by the way were 'wonderful' to us) and flew to Newark. We 'had' managed to get tickets into Cleveland (anything at that point!) and got switched to Newark through USA3000 to Newark because Continental told us that when we reached Clevelend... we'd end up being sent to Houston (which was backed up too because this is their only other major hub)before we could get sent back to Portland Maine. We were stuck without a connecting flight whether it be Houston or Newark.
Once we got to Newark, Continental STILL put us on standby until WEDNESDAY; here it is Sunday! We ended up buying bus tickets from Newark through NY and Boston to finally return home to our airport destination in Portland Maine on Monday 11:00am!!!!! So... $900+ later, we finally arrive home and Continental still says...it's an act of nature - there's nothing we can do for you. Thus... our Round Trip Tickets only worked out one way and they won't refund us the difference or comp us a couple of tickets to use later in the year or 'anything'! WRONG thing to say to a consumer!
1) $900+USD in 'added' expenses trying to get home (USA3000 tickets, food & water expense, bus tickets, transfer shuttle costs, etc., etc. 2) recuperation from sleeping on a cold marble floor for lower back problems 3)Post Traumatic Stress Disorder from the horrible treatment, sleep deprivation, lack of support from staff and the wear-tear on us by traveling by bus and foot from station to station. 4) No recompense for loss of complete return flight value (2 tickets)!!!
Raj of Carlsbad CA (03/14/07)
Booked an international flight, at regular price. We were able to fly out of country, we could not fly back on scheduled date due to visa regulations and delay.Although they are supposed to issue a refund or credit for return flight, they do not consider helping us. We had to rebook one way fares which was as expensive as rountrip.
Luke of Yukon OK (01/31/07)
I arrived from my flight in Lafayette to Houston and I had to rush to get on my flight in Houston in order to get back home, arriving in Oklahoma city. I barely got on in time and i set in my seat and my phone rang and I answered it and hung up in less than 5 seconds. A lady in front of me turned around and said turn off your f****** cell phone and me and the guy beside me were just in shock. After she had said that she made a big deal to the flight attendant and he wouldn't even look at me and treated me as if I was a criminal.
He didn't even ask me any questions. He rudely told me to get off the plane immediately. After I got off the plane I had asked to speak to an officer and the officer that I spoke to didn't believe that they would kick me off just because of that and refused to give me a complaint form. I think it is wrong of Continental to act that way towards their customers. Show a little respect. I don't know if it was because I am a 21 year old college student or what, but I have never been so humiliated in my life and this was ridiculous.
Christina of Waco TX (01/07/07)
January 2, 2006, I was flying on Continental Airlines from Denver, CO to Waco, TX and had to switch planes in Houston, TX. I arrived at Bush International Airport in Houston and found my gate for my next flight. I learned that Continental Airlines had over sold the Waco flight and were then forced to bump people off the flight. I volunteered my seat because other customers were in no position to change their plans. I was given the impression that Continental would compensate me for the inconvenience of their own error.
I needed transportation and a place to stay. Transportation was provided by the hotel they placed me in; however, arriving at the Econolodge, I was very uncertain about the surroundings of the hotel, and I was displeased how dirty it was. Being a young woman traveling alone, I felt very insecure and alarmed at the motel. Despite the fact that Continental Airlines did provide a hotel room, two meals and a future flight voucher, I was felt very vulnerable at the Econolodge. I am angry at Continental Airlines for choosing an unclean hotel in a potentially dangerous area.
Beverly of Jacksonville FL (12/28/06)
Stranded traveler. Airline forced me to spend the night in the airport, and failed to find me a confirmed seat after the plane had mechanical failure. Refused to offer any compensation for the costs I incurred.
Ruined family vacation and incurred more than 1,000 dollars in outside expense
Nicholas of Issaquah WA (10/30/06)
In March of this year, my bag was lost on my way to my vacation in Costa Rica with my wife. Leaving me scrambling to buy new clothes for nine days instead of enjoying my vacation! I spent about $100. on unnecessary clothing that I'll probably never use again. Continental refuses to reimburse me for my loss despite the fact that I have my original (Continental) baggage claim tickets because the final part of my flight was on Taca Airlines. However I have been unable to get any response from Taca.
Joseph of Venice CA (10/22/06)
I was on a flight coming home on Continental. The stewardess, Ms. Gillian Soden, was handing out pillows and blankets to some of the other passengers. Since the fasten your seatbelt sign was lit, i pushed the call button and asked her if she wouldn't mind giving me a tissue or a napkin since i have terrible allergies that are exacerbated by the cabin air. Ms. Soden sneered at me and said she had more important duties to attend to and walked off. She reeked of alcohol and kept alternating between using a British and American accent. British on the loudspeaker, but then American in person which was very strange.
So I consulted with my girlfriend and we were both at a loss to explain what I did wrong to offend the stewardess. I still needed a tissue for my dripping nose, so I started to go back to the bathroom. Because I have 50% loss of hearing in both ears, I read lips and cannot hear someone if my back is towards them (especially in an airplane). Apparently Ms. Soden had been yelling at me to take my seat. I didn't hear her since my back was to her. The bathroom was locked and when I turned around I noticed her yelling as I returned to my seat and could read her lips. Since she wouldn't stop yelling, I told her she was being a pain in the ass and that I was going to report her when we landed.
She had other ideas. She called airport security and told them I had disrupted the plane by physically threatening her and called her an ass face (both claims are false). Both my girlfriend and I were escorted off the plane and had to file police reports. I now have an FBI record through Ms. Soden's gross misuse of authority and airport security.
Since that was the last flight, my girlfriend and I had to stay an extra night at our destination which the airline did not pay for. We both missed the next day of work. When I called to complain, the Continental complaint supervisor Mr. John Jackson seemed exasperated with me from the start and wouldn't allow me to relate to him my side of the story or my purpose for calling. He then lectured me, NEVER, NEVER, NEVER, NEVER use the call button to call a stewardess! Call buttons are only to be used in LIFE THREATENING circumstances. Stewardesses are not waitresses and if they hand out pillows and blankets it's because they're being nice. This whole incident was caused by you since everyone knows you NEVER push the 'call button'
I, myself, have never known that it was faux pax to push a call button. Nor do I think it is common knowledge, if it is in fact the case that call buttons are only to be used in life-threatening emergencies. I actually spoke to a retired Air Marshall for the FAA about this bogus claim and the Marshall supported my claim saying that he had never heard such nonsense in all his life.
It seems Mr. Jackson's main purpose for lecturing me was to dissuade me from seeking compensations, though I had never once mentioned anything of the sort. He continued to be rude, so I asked him for his supervisor's name to which he replied, There is no one above me, I'm the highest you can go! I replied that I did not like his condescending tone of voice and that I wished to speak to his supervisor. He continued to lie and said that there was no one with which I could speak to in order to discuss the way in which he handled my phone call. He then hung up on me. Continental is a disgrace.
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