Stop the Yelling, Continental Airlines

Posted Sun August 23, 2009 12:00 pm, by John C.

Dear Continental,
I'd a terrible experience last Thursday at the Newark Airport check-in where my customer service agent refused to identify himself.

Fist off, My wife and I are one pass members and we checked in on-line the day before. It was simple and easy. In this process I was prompted for " checking bags" . I selected one (free) and a second would cost $25. I choose ONE. My wife did similar.

Once we got to check-in at 6am (Newark to Vancouver - flight CO1817), we were greeted with a very pushy and unaccommodating agent. He immediately insisted on a credit card for $15 per bag charge. I explained that when checking in on the web this was not stated. His insisted. I explained again, he then told me to go see another agent. I gave up arguing and handed him my credit card, he then noticed it was a mastercard / continental one pass. He yelled at me a said "why didn't you tell me.... did you purchase with card"... I said yes.. He refunded ONE Bag charge but insisted on charging my wife bag $15.

When he was all finished, I asked for receipt, which he gave begrudgingly. I asked for his name, he re-fused and told me I was late for my flight. I rushed off to my flight disappointed in the service Continental offered. I paid over $600 for my ticket, and expected a little kindness at 6am.

My receipt had :
ISS. AGENT ID: DW
PLACE: EWR
DATE: 20 AUG09

I'm asking Continental to
1. Refund the my $15 charge.
2. Report this agent, to a supervisor
3. Issue me more one pass points, upgrade my return flight or refund me a portion of flight purchase.
4. Have a costumer service agent call me to notify me of the actions taken and find out how the return trip worked out.

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Re: Stop the Yelling, Continental Airlines by RedheadwGlasses Posted Mon August 24, 2009 @ 12:40 PM I agree that you got really lousy customer service. Let me share this: My friend's boss got really lousy customer service while trying to get a flight back home after his flight got cancelled a week ago or so. When he returned home, he spoke with a customer service rep on the phone. The rep agreed that the boss had gotten lousy service, then said this: "While this doesn't excuse in any way how you were talked to this morning, let me put things into perspective for you: This morning, all our employees got notified via email that we were losing our perk that allows our families to fly for free. Some employees are taking their anger and frustration out on customers. Let's just say... be glad you didn't check any luggage." I wouldn't work for an airline for ANYTHING these days. Reply Re: Stop the Yelling, Continental Airlines by Zan Posted Mon August 24, 2009 @ 10:24 AM I agree with Harley. Your letter is fine, you did receive poor service, and you're entitled to a refund of the $15 charge. However, whatever actions may be taken against the employee aren't any of your business. Other than that, I think this is a good letter and I hope you receive a response. Reply Re: Stop the Yelling, Continental Airlines by Harleycat Posted Mon August 24, 2009 @ 8:25 AM Although you did receive poor service you are not entitled to know what, if any, action was taken against the agent. That information is confidential. Reply