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 Horrible Experience with Continental
Posted Thu May 17, 2012 5:06 pm, by David G. written to Continental Airlines
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As a frequent business traveler I have the pleasure of using many different airlines to travel to various destinations across the US. For a recent business trip to Austin I decided to fly Continental Airlines for the first time. I purchased my ticket a few weeks in advance and the days leading up to my travel were uneventful. The morning of my trip, my work obligations in Miami ended early. I called customer service to inquire about standby or the possibility of getting on an earlier flight. I was advised to hurry to Fort Lauderdale Airport as there was an earlier flight to my destination. I hurried to FLL from downtown Miami, parked and passed through security lines without a problem. When I arrived at the gate I was informed that there were 80+ seats available on this flight and that standby would be no problem. At this point I was asked if I am a frequent traveler with Continental, to which I replied this was my first time on the airline. I was told that there would be a charge for changing my flight as well as a charge for standby, with no guarantee I will make the flight. This is despite there being over 80 unoccupied seats on this flight. I was livid. I asked if there was any way that an exception could be made as I had just spoken with a customer service representative on the phone and was not informed of any of these charges and told to hurry over immediately. I was told, "I can offer you the option of sitting in the airport and patiently waiting 5 hours for the next flight." This was outrageous. I have never been treated like this before by any business, let alone any airline. I proceeded to wait in the airport all of these hours. Then when it came time to board my originally scheduled flight, I was one of the last people to board the plane because I was a new customer. I was told that I couldn't bring my carry on bag on the plane because it was too large. I then explained that I fly twice per week and have never had a problem with it before, on any other airline, including turboprop planes for regional hops. I demonstrated how easily the bag could fit into the device in the airport. I then proceeded down the jetway. At the end of the jetway I was told that the flight was full and that there was no remaining overhead bin space. I explained that I was ready 6 hours ago to travel on the earlier flight, with 80+ available seats. I am sure there was plenty of overhead space on this flight. I provided the bag to agent who then proceeded the check the bag. While in transit I was approached by the flight attendant to inquire as to whether I was traveling to IAH as a final destination. I explained that I was using this connecting airport to travel to Austin, TX. She told me that the bag would be available at the baggage claim in IAH. I would need to exit airport security, get my bag at the transportation level, then return to the airport, go through security again, and then return to my connecting flight. After landing at IAH and exiting the airport, my bag was nowhere to be seen. I waited and waiting. Finally a representative at the help desk informed me that the bag was located. By the time I received my bag I was late for my next leg of the flight, IAH to AUS. I rushed to get through security and to the gate but I was unsuccessful. I was too late for the flight and I ultimately missed it. I spoke with the Continental Customer Service at the airport and I was told that this was completely my fault. I explained the entire situation, clearly this entire experience occurred at the actions of your airline. I asked if I could be placed on any other flight so that I could arrive to my business obligations in Austin. I was told that my only option was to purchase a new ticket for a flight the next morning. I couldn't believe my ears. I ended up leaving the airport, taking a hotel in Houston, and renting a car to drive myself from Houston to Austin, Tx. This is outrageous.
I expect that Continental Airlines investigate this matter in further detail and rectify the situation in a fair manner. The agents, policies, and incompetence that lead to my increased travel time, increased travel costs, and missing a flight that I had paid for (and arrived early for) was no fault of my own. I am looking forward to a response in a timely manner. I believe that I am in no position to decide what your airline should do in response to this, I will leave it to Continental Airlines to determine what action is fair. Thank you for your time and consideration of my horrific experience.
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