Continental Airlines Negligence & Poor Customer Service: CO82371 London to Newark 28JUL09
DO1Q1C / CASE # 4148356
Continental Customer Care
900 Grand Plaza Drive
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
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.
Paul F Davis & Karla M. Ruzycki