The 'ATC' Excuse - Flagrant Cover-Up
#1
Original Poster
Join Date: Dec 1999
Location: Atlanta, GA, USA
Posts: 181
The 'ATC' Excuse - Flagrant Cover-Up
Last night's (3/12) CO 39 from EWR to IAH pushed about on time, got to the end of the runway and then turned back due to an oil pressure light on the #2 engine.
Fixed after about 90 minutes in teh ballaprk area at EWR, we then took of and landed in IAH late enough for me to miss the connection. On presenting myself at 'Customer No Service' I was told, 'Oh, this is ATC related, no hotel room or meals for you.'
So now we know why kids are directing air traffic, all of the controllers are out with wrenches fixing CO's Boeings.
Nasty, cheap, DL/UA/US-like trick by CO to save $75 per inconvenienced passenger by blaming ATC for something that was clearly not ATC. BTW, the 'ATC lie' was confirmed by two levels above the agent that I spoke to - so it is pervasive.
Sad that CO now follows the others in treating customer interaction as a battele to be won rather than a chance to shine. For the want of a hotel room they have changed me from a person who says 'Things happen' into one that will work against them in the same way they work against me.
Fixed after about 90 minutes in teh ballaprk area at EWR, we then took of and landed in IAH late enough for me to miss the connection. On presenting myself at 'Customer No Service' I was told, 'Oh, this is ATC related, no hotel room or meals for you.'
So now we know why kids are directing air traffic, all of the controllers are out with wrenches fixing CO's Boeings.
Nasty, cheap, DL/UA/US-like trick by CO to save $75 per inconvenienced passenger by blaming ATC for something that was clearly not ATC. BTW, the 'ATC lie' was confirmed by two levels above the agent that I spoke to - so it is pervasive.
Sad that CO now follows the others in treating customer interaction as a battele to be won rather than a chance to shine. For the want of a hotel room they have changed me from a person who says 'Things happen' into one that will work against them in the same way they work against me.
#2
FlyerTalk Evangelist
Join Date: Jan 2006
Location: A menace to everything in the sky. Yes. Even birds.
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Posts: 14,519
I'd suggest you contact WE-CARE about this first however.
#3
Join Date: Aug 2007
Location: LAX
Programs: UA 1K; CO Plat; Hilton Dimond; Marriott 3/3
Posts: 281
Anything xEWR is ATC-related by default. They saw "EWR" and automatically assumed.
A polite, yet sternly worded letter is in order (rather than a phone call). A paper letter carries more weight, literally and figuratively, but copy it electronically, too.
BTW, did you try calling the elite desk or talking to the agents in PC?
A polite, yet sternly worded letter is in order (rather than a phone call). A paper letter carries more weight, literally and figuratively, but copy it electronically, too.
BTW, did you try calling the elite desk or talking to the agents in PC?
#4
Join Date: May 2002
Location: Moreland Hills (CLE)
Programs: Over-entitled UA 1.3MM Gold, AA Gold, Hilton Diamond, Marriott L-T Plat, Hertz PC
Posts: 5,521
Is this worth a letter to the DOT?
(or they don't care about this type of ill treatment)
(or they don't care about this type of ill treatment)
#5
Join Date: Feb 2009
Location: SEA
Programs: UA SP, DL SM MM, AS 75K, SPG Platinum, Hyatt Diamond.
Posts: 2,596
This has happened to me before too. And yes on CO, and yes involving EWR. Write a letter to CO (addressed to whomever you like, for anyone that wants to kick that dead horse some more) and notate that you are copying the FAA on the letter. Be sure to send a copy to the FAA, no they probably don't care, but it does get tallied eventually.
#7
Join Date: Nov 2002
Location: EWR, USA, AA 1MM Gold, United Premier Gold, Marriott Gold, Hilton Diamond, Emerald Club Executive
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#8
Suspended
Join Date: Oct 2005
Location: Ravens Country
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Posts: 3,887
So did the OP end up getting a hotel?
#9
Join Date: Sep 2007
Location: retired from SFO Terminal 3
Posts: 7,437
Next time ask the agents to print out the History of your flights FLIFO. This might show why your flight was delayed the first time.
All agents should know how to do this but just in case: 2__*H....._ is your flight number; 2124*H
All agents should know how to do this but just in case: 2__*H....._ is your flight number; 2124*H
#10
Join Date: May 2002
Location: Moreland Hills (CLE)
Programs: Over-entitled UA 1.3MM Gold, AA Gold, Hilton Diamond, Marriott L-T Plat, Hertz PC
Posts: 5,521
#11
Join Date: Apr 2007
Location: 42mi from AMS
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#13
Join Date: Dec 2005
Location: Philadelphia,PA
Programs: United 1K,Marriott Platinum Premier,IHC Platinum Ambassador,Hilton Gold
Posts: 1,898
Maybe if you had bought the travel insurance from continental.com or I think Amex has it to you wouldnt be so upset? @:-)
#14
Join Date: Dec 2005
Location: Philadelphia,PA
Programs: United 1K,Marriott Platinum Premier,IHC Platinum Ambassador,Hilton Gold
Posts: 1,898
was that worth all the time and energy to recover a hotel room charge? you wanted to prove a point I guess? I guess to me it wouldnt be worth it..@:-)
#15
Join Date: May 2009
Location: SEA
Programs: DL GM
Posts: 355
You bought the ticket. COs only responsibility is to get you from A to B. You're on your own because they make no guarantee you'll get there based on the scheduled time published for your purchased flights. Live with it.