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#1
03-16-2007, 12:35 PM
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After my experience flying Continental Airlines this weekend...
I would suggest that you spend the extra $10 or $20 bux on a different airlines so you can avoid the customer service nightmare and travel nightmare my family and I had to experience in coming home from my wifes grandmothers funeral this past weekend....Here's a copy of my letter to thier management. It is quite lengthy....
-------------------------------------------------------------------------- Good Morning. My name is Dustin Holmes, and I am contacting you today regarding one of the worst travel experiences I have ever had to put my family through, and it was a result of Continental Airlines extremely poor customer service. As a result of a death in the family, we had to schedule a last minute trip from Phoenix, AZ to Syracuse, NY to attend the funeral of a family member. My family of four booked whatever reservations we could get using the Orbitz travel service. Due to the length of the flight, we had to settle for a quick turnaround trip where we flew out on Friday (using United Airlines) and returned on Sunday (using Continental Airlines). Friday's trip out to Syracuse went seamless. Although our United plane was late arriving to Chicago due to weather and a smaller plane being sent from Chicago to Phoenix, they were kind enough to hold the their express service to Syracuse a few minutes so that the 5 or 6 passengers could make the last connecting flight into Syracuse. Our luggage even made the connection with no problems. Upon completion of our weekend funeral plans, my family was getting ready to head back to the airport when we were apprised of the delay via the Orbitz service that our Continental Airlines flight to Cleveland was going to be over an hour late leaving Syracuse. We decided to head to the airport anyways after talking with Customer Care and the fact that we still had to travel over 45 minutes to the Airport and return our rental car. We arrived at the airport almost 2 hours prior to our originally scheduled 6:20pm flight. Upon returning the car we proceeded to the checkout line; where we sat in line for aver 50 minutes while a single check-in agent manually serviced each person who was on the delayed flight. There were only 4 passengers in front of us at the time. When we approached the ticket agent, he assured us that there was no possible way we would miss our connecting flight in Cleveland. As they can "turn a plan around in less then 20 minutes." We asked if there was another way we could travel, possibly through Chicago, and he said that he didn't have the authorization to do that. We got our boarding passes and proceeded to the gate. At the gate we saw an agent there and also asked him about the delay and he too assured us that there would be no problem making our connecting flight. We had over an hour layover so everything should work out fine. As the time passed, I was logged into Continental.com and saw that the incoming flight kept getting delayed longer and longer, we continued to ask the gate agent with each new update and he assured us that the information he had was more accurate and that we wouldn't miss our flight. He also said that there were "No other flights he could get us on, to Phoenix.". But he did make a secondary reservation on the next morning's 7:30am flight out of Cleveland as a "backup". The fact he told us there were no other flights was an outright and blatant lie. See, there were approximately 15 passengers that were ticketed on the flight 2212 that had connecting flights to Phoenix. My party had 4 of those tickets. To my surprise, 5 of those individuals, who arrived AFTER us at the airport, managed to get on a 7:15 United Airlines Flight to Chicago and then on to a connecting flight to Phoenix . Yet we were still being told that we would make our connecting flight no problem. Finally our plane arrived in Syracuse, and we were in the air to Cleveland, over an hour late. Pushing the outer envelope of making our connecting flight, but since there were still 10 passengers that were on the flight, they assured us that they would hold the flight a few minutes and make the time up in the air, as that's standard procedures. We arrived at our gate in Cleveland at 8:50pm, a full 15 minutes prior to the 9:05pm departure time of our connecting flight to Phoenix. To our AMAZEMENT, the flight from Cleveland to Phoenix had already left the gate and taken off, a FULL 15 minutes AHEAD OF SCHEDULE! The fact that this plane was already gone violated your own policy printed directly on your tickets: "Boarding Requirement - Passengers must be prepared to board at the departure gate with their boarding pass at least 15 minutes prior to scheduled departure." The gate that we were to board at was no more the 20 feet away and across the aisle from our arrival gate in Cleveland, we could have EASILY made the transition. Now traveling with a family of 4, with two 8 year old boys is not easy. First off, they were completely messed up by the two hours that they had to adjust to in a 24 hour period, but add in the fact that we lost an extra hour in the new observance of Daylight savings time. My children were hungry and tired, and at that point of the evening, there was absolutely NOTHING open in the Cleveland Airport. Those of us that were traveling to Phoenix kind of all stuck together. Continental Airlines did provide us with a hotel to stay at in Cleveland, which did have shuttle service. But, no meal vouchers were offered. It's sad enough that airlines have completely lost touch with reality to where they think that .5oz of Honey Roasted Peanuts could actually satisfy the hunger of an adult male weighing 185 pounds, but to add onto that, when I asked for the can of soda, the stewardess told me "that's against airline policy." All to save a buck. When we got to the hotel, we were informed that the shuttles start at 4am, and go out every 20 minutes. So we asked for a 5am wakeup call. Realize that our bodies still had not adjusted to the time change, which meant that we were essentially making our 8 year old children wake up at 2am. I attempted to call Continental Airlines "WE-CARE" line, but promptly hung up when I was informed the wait time was over 45 minutes. Sleep and the well being of my family were more important at that point as it was already 10:30pm. So, we had no food, our clothes were in security hold for transfer to Phoenix the next morning, and it was late, but at least we had a hotel room. We got our 5am wakeup call and proceeded to Cleveland Airport where we were met with probably the most rude reception yet. The female attendant at the check in counter obviously needed a little refresher training in "WE CARE", because she surely didn't was clearly expressed by her attitude. We kindly asked her that we were traveling with small children and that they had booked their seats away from ours, and in the exit rows. Her exact response was in a rude and snotty tone, "What part of there's nothing I can do about it here did you not understand?? this flight is overbooked!" It's that professional customer service right there that really set the tome for the morning. Even my children were amazed at her 'chipper' attitude towards customer service. After that experience, we headed to our gate, when my wife and I were both subjected to SSS (Special Security Screening). Not that I minded, but I thought it was quite amusing after being subjected to the sarcasm by the check in attendant a few minutes earlier. It seemed like a little bit of payback for me asking to be seated with my young children, who are not experience airline travelers. Once we got to the gate, a full 90 minutes ahead of the 7:30am departure, I decided I would make the call to the "WE CARE" line. And that's were things got even better. I was told that we were "Lucky" to get a hotel room. I was lectured about how Continental Airlines does business, from a so called supervisor. Not once was I ever respected as a person who, had just spent top dollar on your airlines for booking a flight at the last minute to attend the funeral of a family member that had just passed away. There wasn't a single I'm sorry for your experience, there was an attitude of "I can't believe you have the nerve to call and complain". Not exactly what I expected from a customer service line called "WE CARE". The phone line, if your going to support it with your current personnel should be called "NOT-RLLY". Because it's gone to your employees heads that the airline is doing well, as she clearly informed me about how Continental Airlines made a profit the past two quarters and how she enjoyed her profit sharing. Not something a professional customer care representative should probably say to a person who had just subjected their family to a funeral and one of the worst return flight experiences. I understand customer service. I own my own business, in which our goal is to create an "Exceptional Experience" with each and every person that walks through the door of my coffee house. What I experienced with your "Customer Service" was far from exceptional, it was deplorible. Convicted Criminal are treated with more dignitiy then I was as a paying customer. It was elitist and troubling. I didn't feel as though I was a person who was responsible for the salary that the person on the other end of the phone call. I didn't feel as though any person at any of the customer service points along the way cared that we had a choice of airlines and that that they represented the Continental Airlines Brand. I don't think they understood that they're representation of that brand, goes with a customer on future travel arrangements. See, not only am I a business owner, I'm also an engineer at Honeywell Aerospace and am required to regularly travel for my company. Through our reservations systems, we are allowed choices of airlines. I plan on making it known through my management that we should not use Continental Airlines when booking business travel. Other low cost alternatives should be used. My family and I will also not be using Continental Airlines when it comes to making our Christmas reservations in our week long stay at Disney World this year. Along with that, I will make sure that the 16 other family members who are flying across the United States also not use your airlines. I'm sorry, but I am willing to pay a few more dollars for less hassle. United Airlines set the bar pretty high when they held their plane for my family on our flight from Chicago to Syracuse, ensuring that we would not miss our grandmother's funeral. The gate agent called ahead to Chicago gate agent to let them know we would be there to make the flight. We even came across nice people who were familiar with Chicago and got us through the airport in the quickest route possible as to not hold up the flight for too long. They went above and beyond in their service. Even our bags made the connection without incident. I will also note, that EVERY SINGLE member of our family who attended this funeral this past week (20 in all) who flew with United Airlines, all made it home to their final destinations on time. Of these groups, 2 were graciously upgraded to business class upon their arrival at NO charge, due to the circumstances. And the one group who missed their connecting flight in Dulles, the airlines did everything in their power to make sure that they would make it to the Funeral on time. We were the only group that had to suffer rude behavior and elitist attitudes from the Continental airlines customer service representation. I would like to thank you in advance for taking the time to hear about our terrible experience with your airlines, as I hope that in the future, changes will be made. Until then, you can consider me, my family, and my company ex-customers. Regards Dustin C. Holmes
__________________
 My Quest to Run the Boston Marathon: kidstallyn.blogspot.com
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#2
03-16-2007, 01:47 PM
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Kid,
I feel your pain. The sad part is that many of the airlines have taken this attitude of "we're doing you a favor by putting you on our airline". This, reasoning on their part, is based on the fact that all the airlines overbook and very seldom is there more than a couple of vacant seats on any flight. Don't you love deregulation? I hope they even read your letter, but as I'm sure you have thought, to make changes might be asking too much from them.
__________________
"Ignore the man behind the curtain" 
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#3
03-16-2007, 01:54 PM
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Quote:
__________________
My Quest to Run the Boston Marathon: kidstallyn.blogspot.com
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#4
03-17-2007, 09:55 AM
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Hey Kid,
Sorry for your loss and that the experience was that much worse due to the airline. Let us know if something comes from the letter. I would expect a phone call begging forgiveness as the absolute minimum.
__________________
 
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#5
03-21-2007, 10:27 AM
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**** Kid, that sounds like a nightmare. Your letter, if I would have read it and been a member of upper management, would have resulted in heads rolling. I'll tell you another thing too. The girl with the "What part of" attitude would have been cussed the hell out. One thing I don't tolerate is a snotty attitude when I am being courteous and professional. Especially in light of your circumstances. Keep us posted if they respond back.
Last edited by phillycard : 03-21-2007 at 10:28 AM.
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#6
03-21-2007, 10:48 AM
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Kid,
I fly a lot too and whenever I can I use USAirways (formerly known as America West). They have treated me great and I have even received a first class upgrade once without even asking for it. Since that experience I try to fly first class every time. I just flew to Denver, CO a couple of weeks ago and had a connecting flight to Las Vegas, NV which was a first for me since I try to fly non-stop. Anyways I asked for the First Class upgrade and received it for an extra $100 which is not bad in my opinion although my 2 upgrades were almost double my airfare from Phoenix to Denver but well worth it. It was also a one day trip and funny thing is when I flew back to Phoenix I had the same exact flight crew that was on the day before from Vegas to Denver. I said, "Hey good to see you again as you were on yesterday's flight." The reason I remembered this though because I must confess one of the flight attendants looked like he was 14 but he was cool. He was shocked because most people don't make just one day trips. I was in Denver just handling an Arena Football game though for my business and had to be back to work the next day. I also flew Delta once and said NEVER again. Had to fly Frontier Airlines once to Atlanta because America West didn't go there but it was not too bad.
__________________
"Let's Shock The World" - Kurt Warner Jan 10, 2009 after defeating Carolina Panthers 33-13
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#7
03-21-2007, 10:55 AM
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Anc contiental jsut left us behind to fend for ourselves, and then gave us attitude and lip the next morning. United's going to kick thier butts at this rate.
__________________
My Quest to Run the Boston Marathon: kidstallyn.blogspot.com
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#8
03-21-2007, 05:15 PM
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While I don't condone Continental for what they did to you and your family(believe me I can give you my share of Continental horror stories), I have to call you on the above statement in bold. I worked 4 years for American so I have an unique perspective and can play devils advocate with a pretty good knowledge of the airline business. Every airline has a hub. Ours was in Chicago and Dallas as well as St. Louis when we bought TWA. We even had sub-hubs if you will in NY(international flights) and Miami(international and Caribbean flights). So, it's not that easy to just say an airline should "re-route" traffic. It would have been easier had your stopover been in Houston because, as I've experienced with American in Dallas and USAir in Philly, they could have used another aircraft because that's where they are based. I remember having a discussion with a woman checking on a flight from LaGuardia to Ft. Lauderdale and the reason it was running late was that the equipment was late getting to NY from Chicago because of weather. Her response was, "Well if you don't have enough planes then you shouldn't be in business!" I told her that if we had 1 airplane per route, that flight from NY to Florida would have been $1000 or more because Boeing, Mcdonald Douglass, Airbus, ect. doesn't supply airlines with aircraft out of the goodness of their hearts. In all actuality, using 1 aircraft for multiple routes saves the consumer alot of money. And believe me, weather is the biggest pain in the *** to air travel bar none. That said, your experience with them was horrible to say the least but they were right in one aspect. They weren't obligated to supply you with any compensation whatsoever due to weather. Rule 240 clearly states that the airline is only liable if the cancellation or delay is the fault of the airline but most if not all accomodate passengers because, frankly, it's good for business. As for the attitude of the person at the counter, as inexcusable as it is, sometimes you have to put yourself in their shoes. Job himself would eventually become annoyed if he were a ticket agent during bad weather. Chances are you were after about 30 passengers who demanded stock in the airline because their flight was delayed or cancelled. Just watch the A&E show Airline to see what I mean. Again, I can tell you horror stories from ******* passengers I had to deal with and believe me it grates on you after a while and don't get me started on some of the bungwipes I had to deal with on 9/11. Anyhoo, the best advice I can give you is to go as far to the top as you can. When you deal with "supervisors" on the phone it's a good bet that they are more than likely one step above a regular ticket grunt. We had them at American and they were called RSD(I forgot what that meant. Regional Sales something). But the last thing you should have done is threaten them with not flying with them anymore and telling your friends, relatives, ect. Making the whole airline suffer because of a couple of numbnuts' is pretty extreme. Would you like it if one of your customers said that they'd never go to your coffee house ever again just because they had one bad experience? Probably not. Also, another piece of advice would have been to go directly through the airline itself. It might have been more expensive but most if not all airlines have bereavement fares that are pretty flexible. The reason why you might not have been able to go through another connecting point could have been the restrictions of your Orbitz tickets. Internet tickets can be very, very restrictive allowing for almost no changes. Sometimes no changes at all. As for your connecting flight puling away early. That is pretty asinine but they might have decided that you wouldn't get there on time but they could have waited. However, you might have made the flight but your bags would have not. Anyhoo, I hope this helps you to see the point of view of the other side and again, I don't condone the attitude of the employees as no matter what they are supposed to be professional but I'd cut the airport agents a little slack. The WE CARE person, however, should be fired.
__________________
FEAR THE FINCH! Last edited by NJCardFan : 03-21-2007 at 05:18 PM.
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#9
03-22-2007, 06:00 PM
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__________________
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#10
03-28-2007, 07:27 PM
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Hey Kid,
I just saw a piece on NBC News regarding filing complaints with the airlines. They said you are better served filing a complaint with the Department of Transportation. Evidently once a complaint is filed with them the airlines can't ignore it like they can when you complain to them. Here is a link to their site. http://airconsumer.ost.dot.gov/problems.htm
__________________
Here's to ya boyo!  The KING OF CARDS!!!
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