Complaints....
 

What is your experience with getting compensation for something done wrong on a Continental flight? Were travel certificates or other compensation given after writing a letter or calling Customer Service?

Depends on what was "done wrong". Can you elaborate on what happened?

I was gong from ABQ to OKC (via iah) in y-class. There was bad weather in Houston so my travel companion and me were re-booked on the later flight from iah. My companion wo is the same elite level as me got upgraded, but I didn't. The gate agent was very rude and abrupt in assisting me. She told me F class was full and would not tell me where I was on the stand-by list. She assigned me 2 a middle seat (which made me furious that an elite on a full fare ticket would get a middle seat in the back). I later got my seat changed w/ another agent. When I boarded I asked the original agent if she would come on to gave me the upgrade if one cleared, she said yes. Later I found there to be 3 open seats in First and I asked the flight attendant if I could get upgraded (after explaining the situation) and he told me there was nothing that could be done!!

My experience is that Customer Service tends to throw miles at issues--at least, that's what they used to do. Nowadays, they've discovered the word "sorry" and use it the way I use ALT-CTRL-DEL when the computer locks up. :)

The GA's job is to clear the standby upgrade list for any empty F seats - at the last minute. Regardless of what may have transpired, the GA did not do their job and should be investigated.

GAs on power trips are a common customer service complaint.

That's a bit of a mess. I was sorry to read your story, particularly since you're silver on your way to gold. I don't know if you fly Continental a lot, but my experience is that this kind of behavior is rare--that's what tends to make it shocking when it happens. I've seldom seen the FC cabin on a domestic flight leave with empty seats. If I had to guess--and it's purely a guess--it sounds like the GA didn't give priority to clearing the upgrade list. My suggestion is to wait and see if CO Insider reads this thread. It sounds like the kind of problem that Continental would want to fix.

CO GAs need to be trained to understand that people will ask about the upgrade standby list. In this case you had F class by being Elite on Y - so you inquiry was natural - after flight being cancelled.

DL solved the problem of inquires at the gate with a standby list display at the gate. CO views the cost as too high to implement - hence the GAs need to do this manually with good customer service. If the GAs do not like to do this - then they likely need to look for another job - maybe in loading baggage - a hard job.

DL solved the problem of inquires at the gate with a standby list display at the gate.

The problem with posting a standby list changes every minute. It would be impossible to keep up with the changes. The computer prioritizes based on fare, class and status.

I do know the supervisors in Cleveland check after every bank of departures that all elites for CAL flights are upgraded. If not the agent working the flight would have to explain his or her actions.

The DL arrangement is fully automated. The CO list is automated as well, it is just that displaying it is manual by GA voice communications.

This won't work at EWR, but at IAH, I've had a much better reception when stopping by the customer service counter to ask where I fell on the list, or to see if I'd cleared or not.

As long as the counter is not too busy, they don't seem to have a problem checking this and are often more friendly and helpful than some of the gate agents.

However at EWR, the opposite is true...

In general, I find that either a call to customer service or an e-mail to customer service works great. Very briefly with no emotional baggage just state the facts, tell them you are upset and what you want for them to do to make it right. Ask for something reasonable. A future upgrade, miles, $ whaterver. You are likely to get miles or an upgrade but doubt $.
Remeber upgrade is not an entitlement. You bought a coach ticket, were re-routed and accepted the re-routing so...... be very nice and they will be too. I honestly think CO has one of the best customer services around and what happened to you is not the usual.

Another tip that I've said before - when you get on, say to the FA something like: "Hi, I made sure that I'm on the FC standby list. If there's an empty seat in first, could you please make sure the GA does all the upgrades before closing? Thanks."

We try to do this anyway but it never hurts to let us know. We do have an upgrade list but we're not technically allowed to use it after the door closes. As was said above, FC is always full so it doesn't come into play often. If your name IS on the first class manifest, but the upgrade was never conferred to you, we will upgrade (basically give you your assigned seat). I personally wouldn't mind a PAX asking if I'd check the FC manifest for their name.

edited closed
 

sorry posted in the wrong place

It sounds like your companion was probably on a Y fare (like you), checked in before you, and was thus upgraded before you (higher on the list). At least, if the GA was following protocol up to that point, that would explain why he got it and you didn't.

It also sounds like the GA was reacting to the days events (weather delays) and not focusing on her job. While this is certainly not an excuse, it would explain it.

The flight attendant was right - the GA assigns seats, not the FA's.

As for compensation in this regard, I've seen other people here on FT who have 'missed' upgrades receive a confirmed upgrade on a future flight. That's just what I've seen.

When the gate agent or CSR "Red Coat" closes the flight, they give the FA a final showing them who would be next on the list to be upgraded. The FA are not able to upgrade passengers. Not saying they have not, but the gate agent would have to do the upgrade. Even though the FA has the final showing who is next to upgrade, they still check with the agent first.