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Continental - Bereavement Policy

Continental Airlines • Bereavement • Canines • Delays • Luggage • Minors • Overbooking • Rudeness • Treatment of asthmatics

Maria of Hawthorne NJ (10/20/03):
I want to say I have been a happy customer of Continental Airline for over 20 years. Never had any serious problems with your organization not even a lost suitcase. Recently I purchased a round trip airline ticket via a travel agent by the name of Fallen Agency located in Paterson, New Jersey. It has been a nightmare for me these past few months. The dates of the tickets were 06/17/03 Newark, NJ to Lima, Peru returning 06/30/03. The purpose of this trip was to say goodbye to my dying mother who has been diagnosed with cancer early April of this year.

I received a frantic long distant call on Saturday 06/14/03 that my mother had taken a turn for the worse and she could pass away at any moment notice, which she did on Sunday morning 06/15/03 still my airline ticket dated for 06/17/03. I contacted my agent, on Saturday, Sunday and Monday informed him of this urgency also spoke with many of your Customer Care Representative several times at the Newark Airport counter. I was informed the ticket was purchased as a bulk ticket changes could only be made via the selling agent (Fallen Agency). I made many phone calls and trips to my agent to arrange changes unfortunately; they informed me there was no available seating for me. I stressed that I needed to leave ASAP and that I would be happy to pay any additional charges so as long as I get to Lima, Peru. They informed they would try to help me. I believed them. Big mistake! Nothing was done for me.

As a last resort I had to make other arrangements to get to Lima, Peru on Monday 06/16/03 just in time for the burial. The following week I called to confirm my returning flight, I learned since I was not present on Tuesday 06/17/03 my round trip ticket was cancelled. I was dumbfounded, could not understand WHY?? Now what, I had to purchase another ticket to get back home to Hawthorne, New Jersey.

During this time I have been given the roundaround by Fallen Agency blaming Continental and vice versa. I hope this never happens to you or your loved ones. In this time of mourning, the loss of over $490.00 is a lot of money for my family. Please find attached copy of death certificate and copy of my itinerary.

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