Dealing with Customer Service to use a credit on a new reservation
 

I had 2 unused airline tickets under two different names. When I called in to find out what the policy was I was told to keep my confirmation number and I could get a credit for those tickets on any future reservations within a year of booking, uner the same names, I then made a reservation for a cheaper ticket under the same name, online, 11 months later. I called in to get the credit applied to my new ticket - knowing that I would lose 100 dollars of the original 480.50 just for rebooking, and probably the remainer, because my new ticket was less; 240.40 - compared to 480.50. I also would lose the 480.00 for that ticket under my associated name.

The first CS agent told me I waited too long to try to get the credit, even though the credit does not expire for another month?? He then told me I could not get the credit because I made the reservation incorrectly. Then he put me on hold for 10 minutes.

After being passed from Customer Service Manager to CS manager, each time with atleast a 10 minute hold, I could not use of my credit (480.)for my ticket(240). The CS Manager( Ms. Hernandez) accused me of having trouble understanding things because I didn't understand why I had a credit that was clearly mine, for way more than the price of the new ticket, and I could not use it. She also put me on hold twice for over ten minutes. SHe also informed that in the 14 years she had worked for continental that no one had ever had this same complaint. WOW - I find that hard to believe. When I asked her why I was not informed of this policu when I called into the airline to cancel those tickets, she told me it was their policy not to tell customers that information (WHY???) I asked why? She then asked me why didn't I ask more specific questions? Well, because it never crossed my mind that the airline would try to find some stupid loop-hole to keep my money. She then asked me acusingly why I was trying to get away with not paying for my new ticket. Well, becasue I purposly booked 8 tickets on Continental becasue I knew I had a credit of 480 dollars. How could I be trying to get away with paying for something that I already paid for?

Finally I spoke to another CS Manager (Victoria). Within 2 minutes she agreed to send me a voucher (380.00)that anyone could use, good for the next year(an additional year).

The ticket I was trying to get credit for was 237.00 and the voucher is for 380.50. I could not use my credit on my new ticket because I did not book the ticket correctly. I had to book it using the old number? SO they could have got off giving me 240.40 but instead they wasted my time and ****** me off, and it cost them more to do it. How stupid - no wonder they are failing!:confused:

I find it sad that the airlines CS department gives a bad name to the whole airline, and they wonder why no one likes to fly, why people are in a bad mood when they fly, and why they are suffering.
So over one hour of phone time was wasted. I spoke with 3 or 4 people who insulted me and put me on hold way too long. The result - instead of applying my 380.50 credit to a 237.40 plane ticket, they gave me the full amount in a voucher that anyone can use for another year.

I'm sorry you were frustrated about the service you received on the telephone, however I think you may have (inadvertently) caused most of the problem yourself.

Did you not realize the credit was being held under the original confirmation number and that booking a new reservation online would create a new confirmation number? At that point I can see it would be difficult to transfer the credit. Had you simply called customer service/reservations to begin with and given them the original confirmation number under which the credit was held you would have avoided this whole mess.

It may have sounded accusatory however since you obviously were confused about how to apply the credit she was only stating a fact. You had a credit then purchased a new ticket online then called to essentially ask them to refund the new ticket (which I assume was non-refundable) and apply the credit instead.

In the end you at least got the full value of your original ticket extended. Now you're back to square one. At least you didn't lose your $380. Aside from your perception of how the transaction was handled you really have nothing to complain about.

They are? Where did you hear this? Actually Continental is doing better than most. Maybe it was because of that attitude on your part that you were prejudiced against Continental even before you called?

Actually, since the original credit was for your use only and now you have a transferable credit you came out slightly ahead of the game. Stop seeing the glass as half-empty.