Tag Archives: customer service

Continental Airlines Negligence & Poor Customer Service: CO82371 London to Newark 28JUL09

Continental Airlines Negligence & Poor Customer Service: CO82371 London to Newark 28JUL09

DO1Q1C   /    CASE # 4148356 

Continental Customer Care

900 Grand Plaza Drive

NHCCR

Houston, TX 77067
Dear Continental Airlines Customer Care,

As a frequent flyer (PF637396) who has accumulated well over 150,000 miles on your airline I am ashamed of your poor customer service, negligence and the unprofessional manner by which you have been treating me and my wife during the dispute resolution process.

The itinerary D01Q1C you scheduled below for my wife and I caused us to miss a flight from London to Newark.

Although Air Italia was kind enough to put us on the front of the plane to ensure we could get to the connecting flight CO8237 (via Virgin Atlantic – see below) upon arriving 45 minutes prior to the 8:25pm departure on July 28th, Virgin Atlantic would not issue us a boarding pass saying we had to be there at least an hour prior to departure as mandated by law in Healthrow airport.

Therefore we had to stay the night in London and incur additional expenses (hotel, transport, food), which Virgin Atlantic informed us was due to Continental Airlines negligence and oversight.

We therefore need to be reimbursed $500 for hotel, transport and food expenditures incurred as a result of Continental Airlines negligence.

I just phoned and spoke with Roger and Angela (rep ID NCH04) in Houston who tried to delay the reimbursement and have not yet agreed to adequately deal with the issue at hand.

Thus far I have created a video warning other travelers about this manner and plan to do more videos and articles, blogs across the net if this is not speedily resolved.

Virgin Atlantic Airlines London – Newark Drama & Denials
 http://www.youtube.com/watch?v=3VzkaqspYkY

Your rep Angela accused me of being “hostile”, “ignorant” and “barking” at her for merely communicating my experience (twice after having previously done so to Roger), which I am not. I simply don’t tolerate poor customer service and runaround when I need a reimbursement for your negligence.

As a consumer advocate who has written over 1,000 articles, more than 300 press releases and 18 books I take world travel and passenger’s well being very seriously. Furthermore I’m appalled that your customer service rep Angela would be so rude and unapologetic. Although Roger didn’t do anything for me and just put me on hold to pass me along to Angela, at least he was courteous and polite.

Another group of travelers arriving from Paris (15 minutes after me) also in transit, were denied access to the Continental connecting flight (via Virgin Atlantic) after me and my wife.

However another of your passengers Andreal Miller told me Continental agreed to reimburse her hotel, food and incidental expenses as a result of their oversight and negligence in scheduling the flights too close together.

I have already phoned 800-932-2732 and spoke to Roger and Angela (rep – NCH04) for a total of 34 minutes (until Angela hung up on me), enduring a ridiculously long and intentionally aggravating process by your airline dispute resolutions department in an attempt to avoid reimbursing me for your airline’s negligence in regarding to its scheduling of flights for its valued passengers.

 

Upon calling a second time to Continental Customer Care, I spoke with Steve and Clyvee Young (31 minutes). After being put on hold by Mrs. Young for a lengthy period of time, Mrs. Young returned to the line and told me I would be reimbursed for the hotel and then the line was hung up as she begun to explain to me how to obtain reimbursement.

 

Upon calling a third time to Continental Customer Care, I spoke with rep Mrs. Barnes who gave me a case number 4148356.

 

Mrs. Barnes asked me to send you the original receipts for reimbursement, which I am now doing and requesting full refund. Until full refund comes to me and my wife restoring to us the financial expense incurred in London, the consumer advocacy campaign shall continue to forewarn other air passengers traveling with Continental of the challenges we incurred and how difficult the customer service / dispute resolution department is when handling its most valued frequent flying passengers. 

The amount for which we request reimbursement while in London as a result of Continental Airlines negligence is $499.75, all said expenses attached and itemized.
Sincerely,

 

Paul F Davis & Karla M. Ruzycki
info@PaulFDavis.com

Advertisements

Leave a comment

Filed under CO 82371, CO82371, continental airlines, continental airlines a disgrace to the star alliance, continental airlines complaints, continental airlines dispute resolution process, continental airlines drama & delays, continental airlines drama and delays, continental airlines flight CO82371, continental airlines frequent flyer, continental airlines frequent flyer problems, continental airlines in houston, continental airlines in texas, continental airlines london to newark, continental airlines poor customer service, continental airlines rude customer service reps, continental airlines scheduling, continental airlines unprofessionalism, continental and virgin atlantic, continental and virgin atlantic airlines, customer service, negligence

Customer Service Problems, Verbal Defecation Nation & America’s Foul Future

Customer service problems and a flawed interpersonal foundation in America is a customer service nightmare many multinational companies recognize and are quick to avoid. When a nation embraces verbal defecation over its airwaves, TV screens, print media, and classrooms it is undoubtedly in big trouble.

America’s foul future has already been shown briefly by the way multinational companies have begun to opt for customer service employees from the Philippines, Canada, India, and Mexico rather than employ Americans here at home.

A cursing culture and society quick to defecate on itself verbally is not what corporations want by way of employees when they seek to fill customer service positions. Therefore rather than endeavoring to painfully endure the time it takes to reeducate a culture and an arrogant country that embraces impatience and hostility, multinational corporations are intelligently opting for hiring customer service employees overseas.

Not only do customer service employees overseas work for less money, but they do a far better job. In Asia particularly, being polite and courteous is done more naturally given the cultural upbringing. Not so in America, a litigious society where hostility radiates with complaints, criticisms, and harsh words to cut those who don’t give us what we like.

Hence customer service jobs is another sector of the economy that has been sliced away and removed from our nation. Our nation given to verbal defecation is doing itself in and making a mess of itself. For some momentary vile pleasure, we tell each other off. Meanwhile corporations knowing full well the grotesqueness of our culture and base social mores, look overseas for customer service reps to fulfill their company needs.

Truly verbal defecation has done in our nation and economically created for us a foul future, as multinational companies don’t trust us, neither can they endure our arrogance, cussing, and fussing.

www.PaulFDavis.com – worldwide speaker, life-changing author of 18 books, and revolutionary consultant

Invite Paul to speak in your city and to your company. – RevivingNations@yahoo.com

Leave a comment

Filed under america is in big trouble, america's future, business consultant, customer service consultant, customer service failures, customer service manager trainer, customer service problems, customer service specialist, customer service trainer, verbal defecation nation