Originally Posted by WBrinegar

My Silver wife yesterday was scheduled to fly on a reward ticket the following itinerary:

GSO-EWR-IAH with a 32 min connection in EWR. On arrival at the airport - the inbound aircraft was abt 30 Mins late - and she asked to be booked on the direct flight to IAH 10 mins after the GSO-EWR flight. She was denied that change because "it was a mileage ticket" and she indicated that it was possible that she would mis-connect in EWR because of the late arriving aircraft. They refused again - saying that the plane was full. The plane actually departed with three empty seats on it, she found out from another gate agent who told her when she asked about her misconnect. "Why didn't you get put on the direct?"

Long story short - Plane landed in EWR at 1952 (she called me), sat on the ramp until 2027 at the jetbridge while the EWR-IAH flight departed without her. CO REFUSED to assist with overnight accomodations blaming the delay on "weather" as told by one CSR and another CSR to be ATC delays. Excuses excuses. She went to the P Club in EWR - where without even looking at her record they gave her a hotel list, and no compensation voucher for her hotel.

So - with no help from the CSR, or the P-Club manager, or the elite line - where and when do you throw in the towel to get help? I have my own opinions as I do about 120 AIS segments on CO per year and have certain expectations on the level of service expected from CO and the P-Club. Of course - the next avenue is customer service - but that's always a guess..

Pleased to hear any advice?