How Continental Airlines ruined my Christmas
by Kenneth W. - Posted Wed December 22, 2010 @ 12:00 PM
How continental airlines ruined my Christmas - below is the message i submitted into your system but have yet to get a response.
On saturday December 18th my wife and I planned to travel from PHL to MCI on flights 5929 & 2409 with our 4 yr old and 1 yr old (on lap); however, unforeseen circumstances turned a 20 minute drive to the airport to over an hours ordeal in traffic that caused us to miss the checkin in timeframe for checked baggage (since we were travelling with an infant we were not allowed to checkin online).
Before the flight departed (about 45mins before flight left when realized the situation) I called continental reservations to notify them of our problem and desire to still travel to MCI. The service representative found a flight for the next day stating that the fare difference would be over $400 (i don\'t remember the exact amount) and $150 for the change fee. Since the representative was not very helpful and did not provide other alternatives I begrudgingly agreed to the charge, which i assumed we be close to $600 total based upon what the representative quoted me.
Much to our shock and surprise we later discovered after we took the rescheduled flight that the representative overcharged us. It looks more like the figure he quoted me was for each member of our family vice total charge for the reservation, at no time did the representative that this quote was anything other than a total figure, and at time did the representative ask for verbal confirmation from me to charge me this grand total. The flights were not full in the slightest with rows empty - we took the 5.30am flight to Houston and 9.30am flight to MCI on a sunday.
Especially given the time of year, Continental has gouged my family for money we could not afford to spend and ruined our Christmas plans. If the representative had been upfront and truthful about the charges and requested expressed permission to charge my debit card for that amount, I would have declined and instead canceled our holiday trip to see my family. Based on the events stated above I demand a refund of all but the amount I approved (this can be verified from the tape recording of the conversation) or else we will stop payment via our credit card and demand they investigate your companies unethical practices. Our record locator xxxxxx with original cost $828, quoted change cost around $550 to 600, actual change cost $1657.50 for a total of $2464.50 round trip to missouri from Philly! Further more we never received a confirmation email of the changes as promised by the representative so only found out via our bank account days after when the charge appeared. Strangely our infant was not placed on the revised reservation either so had to go through the paperwork at the airport which I deliberately like to avoid, otherwise the trip was great with really friendly staff at checkin and onboard both flights.
Refund the funds which we did not authorize them to take. To change a flight one way to the midwest when your flights have lots of capacity and try and charge $1657.50 instead of $600 we had agreed to is incredible not withstanding the time of year so we are depleted of funds for xmas presents.