Actually, he's not due anything back. Per the T&C of the MasterCard (the bolding is mine):

"The applicable checked baggage fee will be automatically waived when the primary cardmember's OnePass® account number is listed in their reservation. In the event that it is not automatically waived, the primary cardmember should present their active Continental Airlines Chase credit or debit card to an agent. Fees will be waived at the time of travel; no refunds or credits will be issued after travel has been completed."

However, a question comes from this (not relating to this OP's problem, though): I have a CO World MasterCard & have one for my wife as well. If she travels without me & shows the agent her card, how will they know that she is not the primary member? Will the agent really call Chase to figure out if she's a primary or secondary member, or will they just waive the fees?

If I were CO I'd do right by the guy and fix the $15 charge regardless of the letter of the rule in the T&C, but that's just me.

And I don't know what will happen if she flashes the card. Most likely the agent will ask if she's the primary cardholder as it isn't noted on the account and then expect an honest answer.

Ok. We care didn't care. Bad apple; typical crap that happens from time to time; annoying; etc. etc.. But really people, get a grip. Again we have a first time poster that has a "huge" gripe with CO about the way he was treated. Shouldn't of happened. But does the OP and us have something better to do than analyse a stupid situation that cost $15 and an aggravating phone call? As a matter of fact, I don't know why I'm wasting time reading the thread or taking the time to reply. I guess that I'm thinking that when the next complaint about a trivial situation comes on the forum from a first time poster, we all should just ignore it and let it die a timely death. I know, It ain't gonna happen, but hope springs eternal.

I like your letter but feel it might've gotten too personal and too long. I think the stellar reputation CO has is sometimes undeserved. I've been very happy with DL since my switch in July. The transcon service in First is different, but I wouldn't say worse. Lunch is actually a full, hot meal rather than soup and sandwich. Plus, the seats and entertainment system are worlds above on DL.

Personally, CO should reverse the bag fee. My two cents.

John's customer service leaves a lot to be desired. We are all here voluntarily and know full well this is a customer service oriented job. 99.9% of us here strive to make sure that happens every day. Every flight. There will always be a bad apple. Not one company and industry is immune to that. Thankfully, they are few and far between (however, they are the ones that tend to speak the loudest). I am sorry you had that 'bad apple. It is certainly not our norm. Ever.

Dealing with a bad apple reason enough to chuck your business? Not really. Kind of a knee-jerk reaction to the situation, IMHO.

As for the food we serve onboard, it may not suit everyone's taste or style, but we do offer food (snack, meal, whatever word fits to describe it). We do, however, cater 100%, making sure every customer is given the opportunity to partake or not with what we have to offer.

With BOB (other airlines), not all customers are given that opportunity, as catering is not 100% (they do run out).

You as a customer, are more than welcome to bring whatever food you would like onboard. Please feel free to continue to, too.

I personally think the bag fees are a great idea. We cannot forget the fact that continental is a company, and they need to create revenue. Besides, if you are an elite or a cardholder, the first--and even second--bags are free of charge. Sounds like a good deal to me!

In this case however, I do think continental should reimburse the fees...

Sometimes bad things happen, even on CO.

Switching to another carrier is a typical impulse. But when you do and the honeymoon period ends, ..... welcome back!

Seriously, I have tried all the others (given that CO is weak on the west coast). I have had some nice experiences on Delta ... and some truely horrific ones! They used to be great, but are very, very inconsistent with some of the rudest check-in/gate agents I have ever come across.

Try this one on for size. Flying business class on Delta from Cincinnati or Atlanta to Rome (can't remember which one). I had this mega-fat FA who bends over me to serve wine to the guy next to me. She literally smothers me. Then she looks at me and says "A lap dance will cost an extra $20."

I wasn't angry and didn't complain. But if you spend $6,000 on a ticket, you don't expect an enormously fat person (male or female) to bend over ON TOP OF YOU instead of being more careful. The lap dance remark was because she was ON TOP OF ME. Not exactly Singapore Air! :(

I truly hope something can be done to make this right. Of course I don't want to have to deal with the possibility of an extra connection on some routes if I fly Delta, American, or some other airline. But that is exactly what I intend to do if this is how I can expect to be treated on Continental.


May I suggest for your next airline that you try US. You will know from the start that you will be whipping out your US MC to pay for all of their fees from luggage to drinks. And you will not have to worry about food since where you will be sitting, they have already run out of BOB. However, the good news is is that you will not need that MC to pay for it. I am also certain that you will find the service on board to be up to your standards :rolleyes:.

I have to agree that "John" wasn't your best example of a CSR. However, I find that the WE Care line is good for reporting problems, but not good for getting them resolved immediately. This is where FT comes in handy, since we do have access to CO when something goes awry in the form of the COInsider.

I hope you do get your $15 back. This was an obvious mistake and should be corrected by CO.

I have never had any experience with we care.


Is there no identifying info (like a record #) given for a call? If so, then that encourages "bad apples" since there is no accountability. :( .

I hate that "No I won't tell you my last name. No I don't have an ID number." crap. If I was already irritated at the time of a call and got that as my reply I'd be collicky too.

I think that they keep logs about calls to We Care and other CO numbers - I've had a couple of phone agents tell me that they knew I'd called previously. This would also make sense for customer service and tracking, so if they don't log calls... they really should.

My worst CO phone issue was with one of the CO web support people. I was having an OLCI issue, she told me something that was irrefutably false. I asked to speak with a supervisor or someone else who could further help me, and she said, "Ma'am, I'm helping you!" I still giggle about that. I called back and got someone who was more helpful, and I didn't have a fit and threaten to leave CO. ;)

Your email was fine... for a minute. But the end result? Credibility shot-to-hell.

You had a legitimate concern, then resorted to the "piling on" of other irks. IMO, it really wasn't that big a deal to be so up about. But there are effective ways to complain. There is an art to it, in fact. But all too often, I see people blow otherwise valid complaints by going overboard in presenting their case.

>>>Did anyone else catch that the OP was cancelling his CO Mastercard?>>>

Let me guess-- he's approaching the 1 year anniversary, and its now become the card from hell, that has to be cancelled

Ive had my share of beautiful CSRs. When I think Id do better talking to the wall, and they start to get testy, I start to Fire Away.They usually think that CO is their private biz.

Once Im done I usually simply hang up and call back, then in a very sweet tone of voice,I explain everything and usually get Helped.

Now as much as a CSR shouldnt take anything Personally they do at times and if you start off, yelling or cursing, Forget about it youre dead meat. Why do I feel that the OP wasnt the sweetest person from get go....

I think its a BIG mistake. Ive already told some friends to try CO, when they worked in the bag fees they said its not worth it. 2 bags will be $65 each way

I wanted to fly UA but I wasnt willing to pay for the bags either, if adding the bags would have meant UA was the same or less then the others thats 1 thing but to pay an extra $130 over the same fare everyone else was charging, I purchased elsewhere.

I dont expect the fees to go away anytime soon, or at least till the Carriers feel that they are losing more from it then they are gaining

Just curious, I booked my tickets to Canada back in August for travel in January. I shouldn't be charged the 1st bag fee, correct?