Complain about a product or service

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.

Report Your Experience
If you've had a bad experience -- or a good one -- with a consumer product or service, we'd like to hear about it. All complaints are reviewed by class action attorneys and are considered for publication on our site. Knowledge is power! Help spread the word. File your consumer report now.

Share		Follow us on Twitter.

Back to the top | Travel