Continental Presidential Plus card Frustration!
Jun 21, 2011, 10:21 am
#1
Original Poster
Join Date: Jun 2011
Posts: 36
Continental Presidential Plus card Frustration!
Hey, I just got the presidential plus card for me and my family, and everything's great, except for that continental is absolutely insane.
The way we have the card set up, the main card holder is my mom, and me and my sister both have a card which is attached to my mom's card.
Anyway, we had this exact same setup with our onepass plus CC, but decided it might not be bad to upgrade. We got our first checked bags free whenever we traveled with the onepass plus card, and so getting a second checked bag free seemed like a good idea.
Little did I know that Continental is insane.
First, whenever we got the card upgrade, we expected it to be relatively simple. We are wanting to upgrade our benefits, but keep the same card and number... So I got my card expedited in the male (the reasons for which are below), and low and behold, wrong number. Not only that, but it seems like the old CC number is gone... POOF, it's still valid for 60 days, but after that, it's done. Nothing can be done.
But now continental comes into their own.
Whenever I was ordering the card, I specifically made sure to ask that all three of us would get the first and second checked bag fees waived. They assured us that this is the case, and that all we had to do was present the card. We know that we don't get presidential club access, or elite boarding and stuff, but something as basic as checked bags, they cannot mess that up, can they?
Well, I just got off the phone with a continental airlines "specialist" after calling Chase to find out what's going on. It turns out, that in fact, no they cannot give us the second checked bag, and that it had been "a terrible misunderstanding". ....., it's not a terrible "misunderstanding" when we are literally assured one thing, and then find out that that which we specifically ask for is not true.
The reason I had my credit card expedited to me, was specifically sos that when I travel tomorrow, I don't get hammered with this insane checked bag fee (something which has only existed recently).
But now it gets even more juicy and amazing. Our itinerary, which we booked through continental.com brings us back from Germany over Amsterdam, meaning the initial leg of our journey (albeit a relatively completely insignificant one) will be on KLM. Well what I found out now, is that KLM doesn't honor continental's checked bag fee policies, and so even though me, my mom, and my sister are all traveling together (which, apparently, allows us to get the free checked bags), we actually won't get them b/c KLM (which continental put us on) charged checked bag fees.
This is insane. I honestly understand that airlines are trying to save money, and so I had this insane notion that maybe if we are willing to pay an extra $400/year, we could get that little extra special treatment.
Apparently not.... but this battle is not over. It will still take place at the airport in full force.
The way we have the card set up, the main card holder is my mom, and me and my sister both have a card which is attached to my mom's card.
Anyway, we had this exact same setup with our onepass plus CC, but decided it might not be bad to upgrade. We got our first checked bags free whenever we traveled with the onepass plus card, and so getting a second checked bag free seemed like a good idea.
Little did I know that Continental is insane.
First, whenever we got the card upgrade, we expected it to be relatively simple. We are wanting to upgrade our benefits, but keep the same card and number... So I got my card expedited in the male (the reasons for which are below), and low and behold, wrong number. Not only that, but it seems like the old CC number is gone... POOF, it's still valid for 60 days, but after that, it's done. Nothing can be done.
But now continental comes into their own.
Whenever I was ordering the card, I specifically made sure to ask that all three of us would get the first and second checked bag fees waived. They assured us that this is the case, and that all we had to do was present the card. We know that we don't get presidential club access, or elite boarding and stuff, but something as basic as checked bags, they cannot mess that up, can they?
Well, I just got off the phone with a continental airlines "specialist" after calling Chase to find out what's going on. It turns out, that in fact, no they cannot give us the second checked bag, and that it had been "a terrible misunderstanding". ....., it's not a terrible "misunderstanding" when we are literally assured one thing, and then find out that that which we specifically ask for is not true.
The reason I had my credit card expedited to me, was specifically sos that when I travel tomorrow, I don't get hammered with this insane checked bag fee (something which has only existed recently).
But now it gets even more juicy and amazing. Our itinerary, which we booked through continental.com brings us back from Germany over Amsterdam, meaning the initial leg of our journey (albeit a relatively completely insignificant one) will be on KLM. Well what I found out now, is that KLM doesn't honor continental's checked bag fee policies, and so even though me, my mom, and my sister are all traveling together (which, apparently, allows us to get the free checked bags), we actually won't get them b/c KLM (which continental put us on) charged checked bag fees.
This is insane. I honestly understand that airlines are trying to save money, and so I had this insane notion that maybe if we are willing to pay an extra $400/year, we could get that little extra special treatment.
Apparently not.... but this battle is not over. It will still take place at the airport in full force.
Jun 21, 2011, 10:42 am
#2
Suspended
Join Date: Jul 2009
Location: DCA
Programs: UA Gold
Posts: 1,653
Bag policies are generally set by the operating carrier who you initially check in with. You may fight all you want with KLM, but they WILL NOT honor the free checked bag perk.
As for CO, it's right on their website:
However, you may get a nice GA at the check-in desk who will manually override the system and give you both bags free if you present them with your card. Just a warning though- don't go in looking for a fight, because you are in the wrong and at their mercy to bend the rules.
As for CO, it's right on their website:
Primary Cardmembers get their first and second checked bags free every time they fly when they use their Presidential Plus Card to purchase tickets on flights operated by Continental or United (a savings of up to $120 per round trip per passenger checking bags).
Jun 21, 2011, 10:50 am
#3
Join Date: Aug 2010
Location: DCA/IAD
Programs: UA*S/Club, Hyatt Plat, Marriott Silver
Posts: 485
Welcome to FlyerTalk!
Let's try to keep this simple:
Are you, your mom, and your sister are traveling on the same PNR? If so, then you are entitled to checked-bagged benefits because you are traveling with your mother.
http://www.continental.com/web/en-US.../chasebag.aspx
If you are not on the same PNR, you are not entitled to the checked bag benefits, because the benefits only belong to the primary cardholder. Chase may have told you something different over the phone, but unless you have it in writing I don't think you'll get anywhere at the airport.
RE: the KLM flight, unless you had a schedule change, Continental didn't "put you on it" - you just purchased a KLM ticket from CO.com. Again, the rules are clear that the baggage waiver is limited to "flights operated by Continental or United."
Let's try to keep this simple:
Are you, your mom, and your sister are traveling on the same PNR? If so, then you are entitled to checked-bagged benefits because you are traveling with your mother.
http://www.continental.com/web/en-US.../chasebag.aspx
If you are not on the same PNR, you are not entitled to the checked bag benefits, because the benefits only belong to the primary cardholder. Chase may have told you something different over the phone, but unless you have it in writing I don't think you'll get anywhere at the airport.
RE: the KLM flight, unless you had a schedule change, Continental didn't "put you on it" - you just purchased a KLM ticket from CO.com. Again, the rules are clear that the baggage waiver is limited to "flights operated by Continental or United."
Jun 21, 2011, 10:51 am
#4
Original Poster
Join Date: Jun 2011
Posts: 36
Bag policies are generally set by the operating carrier who you initially check in with. You may fight all you want with KLM, but they WILL NOT honor the free checked bag perk.
As for CO, it's right on their website:
However, you may get a nice GA at the check-in desk who will manually override the system and give you both bags free if you present them with your card. Just a warning though- don't go in looking for a fight, because you are in the wrong and at their mercy to bend the rules.
As for CO, it's right on their website:
However, you may get a nice GA at the check-in desk who will manually override the system and give you both bags free if you present them with your card. Just a warning though- don't go in looking for a fight, because you are in the wrong and at their mercy to bend the rules.
It looks like this CC is going to be cancelled, b/c this is just too stupid.
I had a similar experience on Lufthansa, except my bag was overweight by ~5 pounds.
The lady wanted to tell me stories about the checked bag fee, when her boss came over and scolded her for embarrassing the airline. Maybe it's just that Americans lack a basic understanding of human decency, or maybe Lufthansa is just that great of an airline. I dunno.
Jun 21, 2011, 10:55 am
#5
Original Poster
Join Date: Jun 2011
Posts: 36
Welcome to FlyerTalk!
Let's try to keep this simple:
Are you, your mom, and your sister are traveling on the same PNR? If so, then you are entitled to checked-bagged benefits because you are traveling with your mother.
http://www.continental.com/web/en-US.../chasebag.aspx
If you are not on the same PNR, you are not entitled to the checked bag benefits, because the benefits only belong to the primary cardholder. Chase may have told you something different over the phone, but unless you have it in writing I don't think you'll get anywhere at the airport.
RE: the KLM flight, unless you had a schedule change, Continental didn't "put you on it" - you just purchased a KLM ticket from CO.com. Again, the rules are clear that the baggage waiver is limited to "flights operated by Continental or United."
Let's try to keep this simple:
Are you, your mom, and your sister are traveling on the same PNR? If so, then you are entitled to checked-bagged benefits because you are traveling with your mother.
http://www.continental.com/web/en-US.../chasebag.aspx
If you are not on the same PNR, you are not entitled to the checked bag benefits, because the benefits only belong to the primary cardholder. Chase may have told you something different over the phone, but unless you have it in writing I don't think you'll get anywhere at the airport.
RE: the KLM flight, unless you had a schedule change, Continental didn't "put you on it" - you just purchased a KLM ticket from CO.com. Again, the rules are clear that the baggage waiver is limited to "flights operated by Continental or United."
What exactly is a PNR?
The way it's working is, my sister is traveled to Germany, followed by me (tomorrow), followed by my mom (July) to Germany, and then we're all traveling back together.
Whenever we're flying back, KLM is taking us from Germany to Amsterdam, and then we're flying from Amsterdam home via continental. The itinerary was booked through continental.
Jun 21, 2011, 10:59 am
#6
FlyerTalk Evangelist
Join Date: Sep 2003
Location: Honolulu Harbor
Programs: UA 1K
Posts: 15,023
So Continental and Chase are indecent because they don't give you what you want instead of what you're owed? You can cancel the card, but not because "it's stupid", but because you have little understanding/knowledge of what the card entitles you to.
Last edited by IAH-OIL-TRASH; Jun 21, 2011 at 11:08 am
Jun 21, 2011, 11:01 am
#7
Join Date: May 2011
Posts: 5,814
I would love to agree, however we were assured by continental on the phone that we wouldn't have to worry about the checked bag fees.
It looks like this CC is going to be cancelled, b/c this is just too stupid.
I had a similar experience on Lufthansa, except my bag was overweight by ~5 pounds.
The lady wanted to tell me stories about the checked bag fee, when her boss came over and scolded her for embarrassing the airline. Maybe it's just that Americans lack a basic understanding of human decency, or maybe Lufthansa is just that great of an airline. I dunno.
It looks like this CC is going to be cancelled, b/c this is just too stupid.
I had a similar experience on Lufthansa, except my bag was overweight by ~5 pounds.
The lady wanted to tell me stories about the checked bag fee, when her boss came over and scolded her for embarrassing the airline. Maybe it's just that Americans lack a basic understanding of human decency, or maybe Lufthansa is just that great of an airline. I dunno.
Then again, if she did travel a lot, she probably already has status.
Jun 21, 2011, 11:05 am
#8
FlyerTalk Evangelist
Join Date: Mar 2009
Location: EWR
Programs: UAPlat; *Gold; Hyatt Diam; SPG Plat; PWP goddess
Posts: 16,525
As you pointed out, if the bennies outlined above don't appeal to her -- then it is clearly not worth the $ for that card!
Jun 21, 2011, 11:08 am
#9
Original Poster
Join Date: Jun 2011
Posts: 36
Originally Posted by bulldog83
Welcome to FlyerTalk!
Let's try to keep this simple:
Are you, your mom, and your sister are traveling on the same PNR? If so, then you are entitled to checked-bagged benefits because you are traveling with your mother.
http://www.continental.com/web/en-US.../chasebag.aspx
If you are not on the same PNR, you are not entitled to the checked bag benefits, because the benefits only belong to the primary cardholder. Chase may have told you something different over the phone, but unless you have it in writing I don't think you'll get anywhere at the airport.
RE: the KLM flight, unless you had a schedule change, Continental didn't "put you on it" - you just purchased a KLM ticket from CO.com. Again, the rules are clear that the baggage waiver is limited to "flights operated by Continental or United."
Let's try to keep this simple:
Are you, your mom, and your sister are traveling on the same PNR? If so, then you are entitled to checked-bagged benefits because you are traveling with your mother.
http://www.continental.com/web/en-US.../chasebag.aspx
If you are not on the same PNR, you are not entitled to the checked bag benefits, because the benefits only belong to the primary cardholder. Chase may have told you something different over the phone, but unless you have it in writing I don't think you'll get anywhere at the airport.
RE: the KLM flight, unless you had a schedule change, Continental didn't "put you on it" - you just purchased a KLM ticket from CO.com. Again, the rules are clear that the baggage waiver is limited to "flights operated by Continental or United."
What exactly is PNR?
Also, KLM issued the connection for our Itinerary. AFAIK I thought on international itineraries, the airline who handles the most significant portion of the journey applies the rules for checked bags.
As for the card, I'm also ranting on my mom's behalf. I guess it's not worth it if they won't issue two free bags the way they issuing one free bag for us previously.
Damn this is frustrating, I didn't expect this much fine-print to go into expecting a basic service.
Jun 21, 2011, 11:09 am
#10
Join Date: Oct 2009
Location: Austin, TX
Programs: AA LT Plat, UA 1k/1mm+, National EE, IC Plat, Bonvoy Gold
Posts: 2,605
It's a good thing the OP isn't someone with an entitlement issue. 
Jun 21, 2011, 11:30 am
#11
FlyerTalk Evangelist
Join Date: Nov 2003
Location: Wesley Chapel, FL
Programs: American Airlines
Posts: 30,013
IBTL 
Jun 21, 2011, 11:40 am
#12
Join Date: May 2010
Posts: 571
OP: Did you purchase the itinerary with the KLM flight, or did CO move you there due to IRROPS?
If you bought the ticket with KLM as the operating carrier of the first leg, that’s your fault for not reading the rules correctly. As has been pointed out, the Chase CC only waives bag fees for CO operated flights. It’s not like they make it hard to tell when a flight is operated by someone else.
When you spoke to the agent about the fee being waived, was it clear in that conversation that you were talking about a KLM flight? Not trying to accuse you of anything, but it could be whomever you spoke with didn’t know you were flying on KLM and not CO.
If you bought the ticket with KLM as the operating carrier of the first leg, that’s your fault for not reading the rules correctly. As has been pointed out, the Chase CC only waives bag fees for CO operated flights. It’s not like they make it hard to tell when a flight is operated by someone else.
When you spoke to the agent about the fee being waived, was it clear in that conversation that you were talking about a KLM flight? Not trying to accuse you of anything, but it could be whomever you spoke with didn’t know you were flying on KLM and not CO.
Jun 21, 2011, 11:44 am
#13
Original Poster
Join Date: Jun 2011
Posts: 36
Well, card is cancelled. I guess people don't like ranting too much on this forum.
Jun 21, 2011, 11:52 am
#15
Original Poster
Join Date: Jun 2011
Posts: 36
OP: Did you purchase the itinerary with the KLM flight, or did CO move you there due to IRROPS?
If you bought the ticket with KLM as the operating carrier of the first leg, that’s your fault for not reading the rules correctly. As has been pointed out, the Chase CC only waives bag fees for CO operated flights. It’s not like they make it hard to tell when a flight is operated by someone else.
When you spoke to the agent about the fee being waived, was it clear in that conversation that you were talking about a KLM flight? Not trying to accuse you of anything, but it could be whomever you spoke with didn’t know you were flying on KLM and not CO.
If you bought the ticket with KLM as the operating carrier of the first leg, that’s your fault for not reading the rules correctly. As has been pointed out, the Chase CC only waives bag fees for CO operated flights. It’s not like they make it hard to tell when a flight is operated by someone else.
When you spoke to the agent about the fee being waived, was it clear in that conversation that you were talking about a KLM flight? Not trying to accuse you of anything, but it could be whomever you spoke with didn’t know you were flying on KLM and not CO.
Takes us from Germany to USA via Amsterdam. Our flights are IAH --> Germany, return flight being Germany --> Amsterdam --> IAH.
The flights were bought with the continental credit card, my mom bought it for me, as we've done every year since my birth. We've always gotten our first bag fee waived b/c we all have the continental onepass plus CC, and we thought it would be great to have the Pres. Plus credit card, b/c we would then get two free checked bags (this was assured to us whenever we called to ask about upgrading).
We now learned that this is, in fact, not the case, so eh, game over, no pres. plus goodies for us.