FlyerTalk Forums - Continental Airlines STINKS!

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Quote:

Originally Posted by COEWRFA (Post 11650000)

This isn't the first forum she post this on. She actually took the time and energy to write this on a Pilot/F/A forum. I gave her a run through of how the world and flying works. It's sad that my co-worker's had to deal with person like this. Even if she flew on a private jet it wouldn't had been enough. She expected everyone to be Ms.Cleo and for everything to happen at the snap of her finger, not only that but she wanted to be treated like we didn't have a few hundred thousand others flying that day. If she would of taken the agents advice in Austin and flown the folowing day, she could of avioded all the trouble. Thankfully the agent in DTW was nice and gave her a hotel. Now maybe some of you on FlyerTalk can understand what we go through day in and day out. These "A type" person that thinks the world revolves around her is on every flight. It's sad.... :(

I fly every week, and am very understanding and polite to all airline employees, but if I had gone throught what seh did, I would probably be in jail right now for either murder or at a minimum a security threat. How did she expect too much? She expected to attend her conference and fly from Aus to Scranton on the ticket that she bought. I understand some of the situations that occurred, but the way she was treated by CO staff is totally unacceptable. Your attitude seems to mirror that of the CO staff that she dealt with, and is the reason that this OP and many others are finding alternative airlines. With that said, I find that MANY of CO employees are very understanding and helpful when these type of situations arise. Unfortunately, there are many who have the attitude that CO is doing them a favor by letting them fly on their airline.

Quote:

Originally Posted by ConciergeMike (Post 11654856)

The world headquarters of Dunder Mifflin is indeed a real place. :)

Yup. Also home of the Houdini Museum.

To the OP -- Sorry about your travel nightmare. I echo what the others have said that on the outbound the most logical move would have been to get yourself to EWR, and rent a car from there.

One word of advice: When you write to CO about this experience, just state the facts and do not get emotional.

Quote:
Originally Posted by LukeSkywaiter View Post
"Charm" lady, eh? Well, I'm glad you think Continental stinks because that will greatly minimize the chance of me having to put up with your crap, ever. Get over yourself. Nice first (and hopefully last) post.

Welcome to FT.
Home run. Post of the day.

Wow,,, that is awesome. CO employees on the board think that it is funny that the OP is upset with her experience on their airline. I am fortunate that the folks who work for me do not have that attitude, because I hate having to fire people every day.

While I agree that most of what happened to the OP was not related to CO errors, the treatment she received would have put anyone over the top. I love to read this board, but I am amazed that so many of the FF's are so full of the blue Koolaid that they never agree with anyone who does not like a CO experience.

Not quite the same situation, but a coworker & I were on EWR/Colgan flights the last two weeks:

Week 1: IAH-EWR-BUF. The EWR-BUF was cancelled and we were booked on the 430 flight, about 2 hours after our originally scheduled departure. We didn't get out of EWR until about 815 and into BUF around 930. We had to drive north of Toronto, so it made for a LONG day.

Week 2: IAH-EWR-BTV. The EWR-BTV flight was cancelled and the later BTV was sold-out. We were heading to the Montreal area, but if we flew there, we had to leave from there since I couldn't get an Avis car in YUL and drop it off at BTV. BTV was sold-out on the outbound day & YUL on the return day. So we had to get a hotel/car in EWR, spend the night and go to BTV the next morning (delayed again). It made it hectic trying to accomplish everything at work in a shorter time, but we made it happen.

If it weren't for me, I think my coworker would have reacted like the OP. He kept b!tching how CO is horrible and he vows to never fly through EWR again. When the flights were cancelled, he freaked out, not knowing what to do other than call our inept travel department or look for an employee to complain to. And during the delays, he was getting worked up. However, I took him to the PC to rebook our flights/select seats and drink until our flight left. And to make it better, my best friend lives near EWR, so when we had an unexpected night in EWR, we took her to dinner and got Rita's :D

Quote:

Originally Posted by ContinentalConvert (Post 11655000)

The "QUOTE" button comes in awfully handy - might want to consider learning the ins and outs of its use.

Continenal Airlines does stink, but their ground crew is actually much better than many other airlines.

Quote:

Originally Posted by ContinentalConvert (Post 11654873)

but if I had gone throught what seh did, I would probably be in jail right now for either murder or at a minimum a security threat.

:eek:Yikes!:eek: What happens when you don't get your choice of meal in FC?

Quote:

Originally Posted by ContinentalConvert (Post 11654873)

:eek: Wow.

Quote:

Originally Posted by ContinentalConvert (Post 11655000)

I love to read this board, but I am amazed that so many of the FF's are so full of the blue Koolaid that they never agree with anyone who does not like a CO experience.

I agree that she had a bad experience but find these angry posts full of hyperbole very amusing. Especially posters who "hit and run" or say that some company stinks after one experience. This post sounds like a prime example of something often seen on Consumerist.

CO inflight is generally great, the ground crews often are less than helpful.

If CO wanted to help the lady out, they'd have pushed the ticket to US, or WN to get her at least to PHL or BWI as quickly as possible.

However, CO is not generally at fault for ATC/WX delays , but rather the way they handle them (or don't).

Quote:

Originally Posted by Charmlady06 (Post 11649574)

I recently had the mis-fortune to fly with Continental Airlines on a trip up to Wilkes Barre, PA (from Austin, TX) to attend a conference held by Solid Cactus. The customer service agents (the ones I could actually find) were rude, obnoxious, un-caring and simply put did not care about their customers. The realization that Continental would not have an airline without their customers, seemed to be lost on them.

I was suppose to fly from Austin - Newark, NJ then onto Scranton, PA. Seems like a simple itinerary, huh? First thing, I get to Austin (AUS) and am informed that flight into Newark was delayed due to weather and then they canceled the Newark - Scranton flight all together. First words from agents mouth - "sorry just can't get you there till tomorrow." Not good enough - I paid alot of money to attend a business conference and refused to accept this. I informed the agent, I would make a double connection if necessary, I had to be there. She then found me a connection - AUS-IAH-DWT-AVP (austin-Houston, Detroit-Scranton). A long day of traveling, but at least I would get there. WRONG!

I flew from Austin - Houston - no problems but minor delays (to be expected).
Then the next flight from Houston - Detroit. The pilot made a decision to make an emergency landing in Indianapolis, IN because a passenger got sick. Ok a bit unusual but it happens. EMT's met our flight, got the passenger off the plane, then proceeded to ask if anyone needed to use the restroom and allowed half the plane to de-plane and use the restroom at the airport, INSTEAD of getting off the ground ASAP so people could make connections in detroit. (we spent approx 1 hr on the ground for this emergency landing) I contacted a continental agent by phone to check to see if I would still make my connection in detroit - she said no you won't. Did not offer any assistance - I asked her if they could (or would) hold the plane for me (I would only miss it by a few minutes). She refused. I asked the flight attendant to let me off the flight FIRST because I had a tight connection and it was the LAST connecting flight of the night. She gave me a dirty look and with disgust told me other passengers had connections to make and could not do this just for me, but she would inform the plane to allow "passengers with connections" to deplane first - well needless to say the entire plane got up and got off (when they could). Since I was seated in the very back it took 20 min to get off the plane in Detroit. I ran to the continental agent meeting the flight and asked him if my connection had left yet and what gate - he told me what gate (was a LONG hike from where I was) all he said is "no has not left yet- you better run".. Great customer service assistance here... Would not call the gate, would not get me a cart, no assistance at all. I took off running as fast as I could (nearly gave myself a heart attack trying to make it), only to discover the door was closed, no agents in sight and the plane was gone. I searched for a continental agent to no avail. In total exasperation, I went to a delta agent asking for help - she told me continental had to help me and told me to go to THEIR gates.. Again, no one in sight that worked for continental. Finally found another delta agent who was nice enough to try to radio throughout the airport to find me assistance. Not one single supervisor or agent answered the call. Finally after 25 min of trying to reach someone, she said the ONLY CONTINENTAL AGENT left in the airport (this was only about 10pm) was in the baggage claim office and they would have to help me. Being totally frustrated, tired and out of breathe from running all over detroit airport searching for help, the agent in Baggage Claim finally tells me, there are no more flights tonite - and the first one is the next day - they will send me to the Ramada Inn and give me a $6 voucher for breakfast. My luggage was checked (because of the liquid law), so I had no clothing, no tooth brush - only my purse and a laptop. I eventually went to the hotel and came back to the hotel in the morning for the flight to scranton and finally made it there by noon the next day. What should of taken 8 hrs or so to get there, took over 24 hrs and left a very bad taste in my mouth for Continental.

But wait - the story gets better. I am returning home a few days later, due to fly from Scranton - Newark - Austin. I checked in at Scranton at 245pm for a 4pm flight to Newark. They check my bag to Austin. I go to the gate area, we board the plane and then were told (after sitting on the runway) that we are grounded for 25-35 min due to high winds in Newark. Oh great I think I am going to miss my connection AGAIN. I ask the flight attendant what the status of my connecting flight is - she calls in and says ITS ON TIME. We land in Newark at 5:15pm - at Gate C115 and find out my connecting flight to austin (due to leave at 5:33pm) is at Gate C114. Great I think -- I will actually make it. I run off the plane to the gate next door only to find the door closed (its now only 5:20pm) and again am treated by a Continental agent like they just dont care. He says to me - "cant you see, the door is closed" I explained to him I HAVE TO BE ON THAT FLIGHT - ITS THE LAST OF THE NIGHT TO AUSTIN. He looks at me and just says go to Customer Service across from gate C105. I look out the window and the plane is STILL THERE. Again I ask him, please open the door and he refuses. What I then found out is that the plane to Austin was not even half full, but they decided to leave EARLY, hence making me miss my flight! The flight was suppose to leave at 533pm and actually backed away at 5:25pm (check continental's records). So for some unGodly reason, some idiot made the decision to leave early with less than half a plane full. I go to customer service and they tell me the best they can do is get me to Houston, TX tonite and then onto to Austin in the morning. I ask them what hotel they are going to put me up at - the agent very rudly says - WE DONT HAVE TO DO THAT - you can stay in the terminal or get your own hotel - we are not required to pay for that because of air traffic control. HUH? I am of course livid at this point because not only did I have problems on the outbound to this conference, I also was met by agents who did not care in the least and were rude, un-caring and generally a pain in the butt to deal with (that is, if you can FIND an agent). My boyfriend drove 3 hrs to Houston (from Austin) to pick me up, because he did not want me spending the night in the terminal. So I arrive home at 1am (NOT because Continental did their job and got me there - but because he cared enough not to want me to spend one more second in an airport.)
But wait - there's more! I call Continental this morning to find out where the heck my luggage is and an agent (in Houston Baggage Claim) tells me its still in Newark, NJ and they will put it on FL#450 coming into Austin at 553pm and I could come pick it up anytime after that. HUH? After all this, you expect me to drive 45 min to Austin Airport to get my bag that YOU screwed up? The agent continues with the poor attitude and tells me - its not their responsibility, its MINE because I did not file a claim for it in Newark or in Houston. YOU HAVE GOT TO BE KIDDING. Again a prime example of how poor Continental Airlines service is. My boyfriend finally talks to him (I lost it at this point) and he continues to tell him how its MY fault that my bag didn't make it sooner (let alone there were at least 6 earlier flights into austin). We said we NEVER have this problem with Southwest and he tells us THEY DONT COUNT BECAUSE THEY DONT CHARGE FOR LUGGAGE. What does this have to do with anything?
The end of the story is, finally we get a Supervisor on the phone to agree to deliver to us (he keeps telling us, you know we do NOT have to do this for you), and says it will be delivered on or around 11pm tonite. After calling several more times trying to find out status of my luggage, a rep in Austin tells him, oh that came in earlier today (no one bothered to tell US this) and the delivery company contacted me at 640pm to deliver it to me.

End of the story is - yes I am home - yes I have my bags and yes I HATE HATE HATE Continental Airlines and would tell anyone who would listen - do not fly them if you want to actually get where you are going with your luggage. They do not know the meaning of the words Customer Service or the slogan that Continental Cares is the biggest load of crap.

We are due to travel to Lagardia in June for a cruise and we are scared to death we will run into the exact same problems - and have less than a 50% chance of actually getting there. If the tickets were not already booked and non refundable -we would cancel them and rebook with a more dependable airline like SOUTHWEST.

I HATE HATE HATE rants like this. I demand compensation. My time has been wasted and I think some is due. I read this way overly long post and there is nothing about Continental and a negative olfactory discharge or even anything alluding to a mild case of BO for that matter.

On a serious note, unfortuntaly, most of us here have been through this, but even after reading this post, I can not find where CO acted inaproprately. This stuff does happen. To fault CO for not holding up a plane for you really does take the cake, especially when half your rant is them incoveniencing you for a very ill PAX.

You could take your business elsewhere but, really I do not know who (DL, AA, UA, WN etc) would have really done any different. AVP is a small airport. Small airports are increasingly different to get to. My parents and I do not even fly there anymore. We save more time by flying into EWR or PHL and driving the rest of the way.

I do not think anyone would envy your experience, but what was COs fault here??

Quote:

Originally Posted by colpuck (Post 11651504)

The OP is clearly not going to come back. She had her vent and is done.

What will CO not due, open the door. Once the door is closed that is the way it is. No amount of talking, yelling, and screaming will open that door.

Well not exactly true. Yelling that a bomb is on the plane will probably get the door open, but you are still not getting on that flight.

Quote:

Originally Posted by craz (Post 11652462)

the truth is the OP is way out of it and COs employees Need very much as most Carriers CSRs to learn what customer service is all about

I find fault with both the OP for actually not taking proper precautions if they had to be somewhere then as another poster put it they should have left the day before. After all what if there was a Med Emergency and they were diverted, would theys till balme CO?

and the CSRs by ALL Carriers do need to learn how to deal with the Public and not take anything on a personal basis. most talk and react as if they are doing those flying a favor by allowing Us to fly on the Carrier they work for. Where that Carrier can do no Wrong and the Passenger can do no Right

Craz, I always look forward to reading what you write; in this case, your experience differs greatly from mine. I no longer subscribe to the theory that Continental employees are "the best in the business," or words to that effect (or affect in many cases!); however, I find most airline employees at the three airlines I favor to be professional and to give good to great customer service. Gate agents can be a little snippy at times, but I put that down to the fact that a disproportionate number of customer interactions with GAs are inherently confrontational and the service I receive could be the cumulative result of dealing with problematic passengers all day.

Quote:

Originally Posted by Antonio007 (Post 11653837)

Everytime I get delayed or have problems with flights Continental always look after me . I dont complain and get treated right..
I do see many people complaining and getting stressed.. but if there are problems what can you do.
After a technical failure I always ask to go on a different aircraft and they always oblige ..They are sensitive to my fear and feelings. Giving the agents a hard time does nothing for your cause and if they snap or are rude I can understand it.
If you feel strongly about something send an email..I never do this but I have friends who do and they get mega compensated..with vouchers and airmiles.
In future just chill out.

It's good that you're happy with how Continental treats you; however, by way of calibration, know that CO really is among the worst carriers when it comes to accommodating frequent flyers when delays or cancelations occur as a result of a mechanical or weather related problem.

Unfortunately, this could happen with any airline.

You're lucky you got a hotel in DTW. The airline's agent had every right to tell you to go pound sand, since the misconnect was due to circumstances outside of airline's control.