Continental OnePass (Pre-Merger) - OnePass Refuses to Honor Mis-filed Fare Rules

I suspect that I have been dealing with an uninformed or misinformed person at the OnePass Service Center but I want to bring to the Boards attention and CO Insider a customer-unfriendly exchange that is totally at odds with the customer-friendly policy previously stated by CO Insider (see post #1018, mileage run forum, Y Class MSP-LGW on CO $219). Last November at co.com I purchased two ZFV-EWR-CUN R/T for $513.80 each. The EWR-CUN-EWR segments were listed as "International Business Class (C)" and were to earn the 150% fare bonus and hopefully the $200 AMEX Promotion as well. Secured our front cabin seats and printed our itinerary which confirmed the (C) purchase. E-mail check-in reminder confirmed (C), same with eTicket Itinerary and Boarding passes printed at EWR and CUN. So far so good, but then the flights posted to our OnePass accounts as X/S with no fare bonus. That triggered a series of e-mail exchanges with OPSC who consistently maintained that I paid for coach fares (S) and would be credited accordingly. From OPSC :"I can still see your reservation. I see you flew in C class. It shows your fare, the fare basis code and the class of service. The class C you flew in is not the same as the class of service paid for." In sum the controlling factor is not what you thought you purchased but what we wanted to sell you if we had not mis-filed the fare. To no avail I quoted CO Insider on his mis-filed fare policy and urged her to search higher in the corporate food chain for the official policy. If (deleted) sets policy, premium fares offered at co.com could be subjected to revisionist tampering at any time, even after the flights. If unchecked, she might start taking away all those MSP-LGW Y fare bonuses. Hope CO Insider sees this and kicks this camels nose out of the tent.

With the exception of public figures, do not post names, addresses, phone numbers or e-mails of other FlyerTalk members. This information will be removed by moderators. Respect the privacy of non-management travel service employees by not referring to them by name.

Please don't list names of individual CO Service Center employees in your post.

Also, sorry to hear about your difficulties getting proper credits to post. You may wish to take this matter up via PM with CO Insider, as I doubt there is little the CO board at large can do to assist you.

Sorry I included the name but the named person has totally frustrated me. Need assistance only for contact information for CO Insider. Did feel it was important to notify the Board of potential problems with mis-filed fares. Hope this is an isolated icecube and not the tip of an iceburg.

Sorry I included the name but the named person has totally frustrated me.That doesn't make it right. Please edit your post to remove the information, or a moderator will do it for you.
Need assistance only for contact information for CO Insider.Umm...just private message "CO Insider" :confused:

Sorry I included the name but the named person has totally frustrated me.

Sorry but it doesn't matter that the person "totally frustrated" you. Remove the name please.:rolleyes:

Sorry I included the name but the named person has totally frustrated me. Need assistance only for contact information for CO Insider. Did feel it was important to notify the Board of potential problems with mis-filed fares. Hope this is an isolated icecube and not the tip of an iceburg.

You should click on Edit and remove the name. If CO Insider wants the details he will request you to send him a Private Message.

Deleted

Sorry I included the name but the named person has totally frustrated me. Need assistance only for contact information for CO Insider. Did feel it was important to notify the Board of potential problems with mis-filed fares. Hope this is an isolated icecube and not the tip of an iceburg.There's nothing wrong with being frustrated but as others have said, it is poor form on FT to post the full names of individuals. In the past folks who have wished to call attention to an agent, good or bad, will often just post the first name or last name but not both.

As others have also noted there's a way to send a Private Message (often referred to as a 'PM') to members and as this medium is not public, it does serve as a conduit to communicate personal information.

The way to use a PM is to click on the persons FT handle. For example if you wanted to PM me you'd click on "J.Edward" on the left hand side of this post and then select the 'Private Message' option and only the person you're sending the message to will see it's contents.

Should you wish to PM CO Insider you can do so here (http://www.flyertalk.com/forum/private.php?do=newpm&u=103230).

Sorry I included the name but the named person has totally frustrated me. Need assistance only for contact information for CO Insider. Did feel it was important to notify the Board of potential problems with mis-filed fares. Hope this is an isolated icecube and not the tip of an iceburg.


Then why not edit your post to remove her name?

You can use the name in your private correspondence with CO Insider.

I read these boards daily but obviously am a novice at posting. I should not have posted while angry and appreciate the well deserved criticism and information on messaging CO Insider. I think I figured out how to edit the post but did something wrong with an earlier attempt.

I have fixed the thread title and initial post. In future, please use the "report bad post" button rather than posting about problems.

Thank you,

Xyzzy
CO forum moderator

This kind of "customer service" is why I stopped flying Continental. I fly to Houston regularly, but never will it be on this airline.

The last time I had a problem, I actually had someone at Continental hang up on me -- and she said she was the supervisor!

Good luck to you, travfreq58. Good luck.

In future, please use the "report bad post" button rather than posting about problems.Pretty sure I did...

For what it's worth (and I know this thread has been dead for a few days now) I just called the OnePass line and was able to get my miscredited flight corrected. While it took 35+ minutes of going back and forth between me and the supervisor (she, insisting that I had been upgraded when I had not,) my flight which was originally credited as "***XB" yes, XB, and earned mileage as a B fare was changed to C. I paid a pretty cheap fare and expect that it was misfiled, just like the OP's itinerary. Anyway, thanks to the OnePass line for helping me out. The miles should show up by Monday I'm told.