Calling Continental is the worst experience ever....
Jan 17, 2011, 8:20 am
#1
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Original Poster
Join Date: Jun 2009
Programs: Delta skymiles DM + 1MM
Posts: 8,144
Calling Continental is the worst experience ever....
....Plain and simple. Is there anyway around the horrible and painful voice prompts? I mean, really. Why can't it be more like Delta. Call, input your frequent flier # and get transfered to an agent.
No matter what you want with Delta, at least you get to an agent right away.
Every time I try to call Continental, the exact oppossite. nothing but waiting, aggravation and grief.
No matter what you want with Delta, at least you get to an agent right away.
Every time I try to call Continental, the exact oppossite. nothing but waiting, aggravation and grief.
Jan 17, 2011, 8:23 am
#2
Join Date: Oct 2009
Posts: 842
Are you comparing your experiences as a Delta Diamond, as noted in your profile, with that of a general OnePass member?
Jan 17, 2011, 10:55 am
#4
Join Date: Dec 2004
Location: NYC, LON
Programs: *
Posts: 2,773
....Plain and simple. Is there anyway around the horrible and painful voice prompts? I mean, really. Why can't it be more like Delta. Call, input your frequent flier # and get transfered to an agent.
No matter what you want with Delta, at least you get to an agent right away.
Every time I try to call Continental, the exact oppossite. nothing but waiting, aggravation and grief.
No matter what you want with Delta, at least you get to an agent right away.
Every time I try to call Continental, the exact oppossite. nothing but waiting, aggravation and grief.
And there is much worse than continental - at least you end up speaking to someone who understands you and your likely travel, and who knows laguardia and JFK are in the same town, or indeed the same country or you dont end up having to spell orlando 10 minutes later having realized the agent was routing you to oslo ...
Jan 17, 2011, 11:22 am
#5
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Join Date: Jun 2009
Programs: Delta skymiles DM + 1MM
Posts: 8,144
Clearly you havent had bad experiences in life if this is one of your worst...this is 21st century customer service - you have to take it or leave it.
And there is much worse than continental - at least you end up speaking to someone who understands you and your likely travel, and who knows laguardia and JFK are in the same town, or indeed the same country or you dont end up having to spell orlando 10 minutes later having realized the agent was routing you to oslo ...
And there is much worse than continental - at least you end up speaking to someone who understands you and your likely travel, and who knows laguardia and JFK are in the same town, or indeed the same country or you dont end up having to spell orlando 10 minutes later having realized the agent was routing you to oslo ...
Delta beats continental hands down. You call, enter your skymiles # and presto, you have an agent in seconds.
Jan 17, 2011, 11:37 am
#6
Join Date: Apr 2009
Location: CLEveland, OH USA
Programs: CO PresPlat, UA GS, Marriott Platinum, HHonors Diamond, Fairmont Premier, BA Silver, AVIS PresCircle
Posts: 580
on Continental, I just say "Operator" or "Agent" and get soemone live that way avoiding all the other BS.
Jan 17, 2011, 12:09 pm
#7
Join Date: Aug 2010
Location: AUS
Programs: CO - Platinum(now UA1K), Honors - Diamond, Starwood - Platinum, Hertz - Pres circle, National Exec
Posts: 118
Hmm, I am platinum as well... I have called CO (elite desk) several times the past few days (this morning to change a flight) and at most waited 5 minutes, and that call was transferred to the Onepass Svc Ctr, which I would think may not have as many agents as reservations...
When I call the elite line it asks me whether I would like flight status, or have a question about a new rez, or an existing rez... then asks for my onepass number. In most cases a live person picks up almost immediately, but occassionally there is a short wait.
Again my experience is with the elite line... but in 90% of my interactions with CO CS, I would say they are far more helpful and easier to reach than almost any other customer service department I have dealt with... I do not fly Delta since the CO/SkyTeam divorce, so dont have to worry about contacting their Customer service dept, so I cannot directly compare... but is one additional question (compared to ONLY asking for your FF#) really that annoying? And with the issues in the NorthEastern US as of late, Im sure most airlines with an affected hub have been inundated... but shouldnt we be at least a bit understanding?
And yes, I do spend alot of money with CO, but not as much as I have spent with BMW or Land Rover, or my mortgage company... and CO has in most cases outshined all of those companies for CS (not to rag on BMW or LR tho
haha
When I call the elite line it asks me whether I would like flight status, or have a question about a new rez, or an existing rez... then asks for my onepass number. In most cases a live person picks up almost immediately, but occassionally there is a short wait.
Again my experience is with the elite line... but in 90% of my interactions with CO CS, I would say they are far more helpful and easier to reach than almost any other customer service department I have dealt with... I do not fly Delta since the CO/SkyTeam divorce, so dont have to worry about contacting their Customer service dept, so I cannot directly compare... but is one additional question (compared to ONLY asking for your FF#) really that annoying? And with the issues in the NorthEastern US as of late, Im sure most airlines with an affected hub have been inundated... but shouldnt we be at least a bit understanding?
And yes, I do spend alot of money with CO, but not as much as I have spent with BMW or Land Rover, or my mortgage company... and CO has in most cases outshined all of those companies for CS (not to rag on BMW or LR tho
haha
Jan 17, 2011, 12:16 pm
#8
Join Date: Apr 2006
Location: BOS
Posts: 3,534
I'm plat with Continental. minimum wait times the past few days has been 15 to 20 minutes. Unacceptable. Continental is by far the worst when it comes to calling up for flight changes. Nothing you can say will convince me otherwise.
Delta beats continental hands down. You call, enter your skymiles # and presto, you have an agent in seconds.
Delta beats continental hands down. You call, enter your skymiles # and presto, you have an agent in seconds.
During the Christmas snowstorm I managed to get someone from the Delta website support online after waiting for 45 minutes. The main CS line simply kicked me off and the Delta website just sat frozen. It is what it is. If you're so happy with Delta, why not continue to fly only with them?
Jan 17, 2011, 12:20 pm
#9
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Join Date: Jun 2009
Programs: Delta skymiles DM + 1MM
Posts: 8,144
If nothing we say can convince you otherwise why are you here?
During the Christmas snowstorm I managed to get someone from the Delta website support online after waiting for 45 minutes. The main CS line simply kicked me off and the Delta website just sat frozen. It is what it is. If you're so happy with Delta, why not continue to fly only with them?
During the Christmas snowstorm I managed to get someone from the Delta website support online after waiting for 45 minutes. The main CS line simply kicked me off and the Delta website just sat frozen. It is what it is. If you're so happy with Delta, why not continue to fly only with them?
Jan 17, 2011, 12:22 pm
#10
FlyerTalk Evangelist
Join Date: Apr 2001
Location: NYC
Posts: 27,234
That's perfectly fine. I pay more all the time to avoid Delta. 
Jan 17, 2011, 12:23 pm
#11
Join Date: Jun 2010
Location: Dallas, TX
Programs: AA EXP, SPG Ambassador/Plat, Hyatt Diamond
Posts: 590
....Plain and simple. Is there anyway around the horrible and painful voice prompts? I mean, really. Why can't it be more like Delta. Call, input your frequent flier # and get transfered to an agent.
No matter what you want with Delta, at least you get to an agent right away.
Every time I try to call Continental, the exact oppossite. nothing but waiting, aggravation and grief.
No matter what you want with Delta, at least you get to an agent right away.
Every time I try to call Continental, the exact oppossite. nothing but waiting, aggravation and grief.
Jan 17, 2011, 12:26 pm
#12
Join Date: Jun 2010
Programs: Amex Platinum; Southwest A-list; BW Diamond; Hilton Gold; CO Silver; Hertz President's circle
Posts: 405
I'm plat with Continental. minimum wait times the past few days has been 15 to 20 minutes. Unacceptable. Continental is by far the worst when it comes to calling up for flight changes. Nothing you can say will convince me otherwise.
Delta beats continental hands down. You call, enter your skymiles # and presto, you have an agent in seconds.
Delta beats continental hands down. You call, enter your skymiles # and presto, you have an agent in seconds.
I'm not doubting your claim, but I think you may have been the victim of a statistical aberration. For a non-status flyer, CO phone service is absolutely, horrifically, almost inconceivably bad, but as soon as you reach elite (I'm only a silver) then it becomes fine. I rarely have to wait more than a couple of minutes when I call.
Cheers,
Paul.
Jan 17, 2011, 12:51 pm
#13
Original Member
Join Date: May 1998
Location: Highland PArk,IL,USA -- AA Lifetime Platinum, IHG Plat, UA Silver, Hilton Gold, Radisson Gold, Marriott Lifetime Titanium
Posts: 2,366
If nothing we say can convince you otherwise why are you here?
During the Christmas snowstorm I managed to get someone from the Delta website support online after waiting for 45 minutes. The main CS line simply kicked me off and the Delta website just sat frozen. It is what it is. If you're so happy with Delta, why not continue to fly only with them?
During the Christmas snowstorm I managed to get someone from the Delta website support online after waiting for 45 minutes. The main CS line simply kicked me off and the Delta website just sat frozen. It is what it is. If you're so happy with Delta, why not continue to fly only with them?
Jan 17, 2011, 2:03 pm
#14
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Join Date: Jan 2001
Location: ORD / DUB / LHR
Programs: UA 1K MM; BA Silver; Marriott Plat
Posts: 8,243
I'm plat with Continental. minimum wait times the past few days has been 15 to 20 minutes. Unacceptable. Continental is by far the worst when it comes to calling up for flight changes. Nothing you can say will convince me otherwise.
Delta beats continental hands down. You call, enter your skymiles # and presto, you have an agent in seconds.
Delta beats continental hands down. You call, enter your skymiles # and presto, you have an agent in seconds.
The advice above is good - use the phone keypad to enter the number (including the letters) if this is happening to you.
Jan 17, 2011, 2:06 pm
#15
FlyerTalk Evangelist
Join Date: Sep 2003
Location: HH Diamond, Marriott Gold, IHG Gold, Hyatt something
Posts: 33,539
I called yesterday, and had to wait about a minute to get through.