[ht4jpc]

The return flight through Newark NWR on August 2nd, with connecting flight to St. Louis arrived in Newark EWR approximately 10:35am with connecting flight to St. Louis departure at 2:25pm. At 2pm when boarding was to begin, no plane, 2:15pm, no plane. At 2:30 the announcement stated that the flight was delayed due to weather for approximately an hour. We were told the plane had not made it from another destination to arrive at Newark NWR. At 3:30pm, no plane. The announcement changed to no pilot or crew, with no time frame for their arrival. At 4:30pm I got in line for customer service knowing that it was possible with two delays that the flight could be cancelled. With previous travel experience there are certain expectations on how “most” airlines handle issues. At 5:15pm the flight was cancelled. I was in line already and I had called customer service earlier. There were two other flights to St. Louis that evening that an in airport customer service person should be able to put us on. When reaching the desk, Phyllis stated “If your flight is cancelled you will be put on the next available flight.” How did she know what I needed? She pushed a piece of paper across the counter, stating that Continental doesn’t pay for accommodations due to weather. I was puzzled, since I hadn’t said anything yet. I informed her of my situation and inquired about the other flights. She didn’t bother looking in the computer, just a flat “NO.” I asked about routing with another airline, other cities, etc. NO! Phyllis stated, “You either stay here at the airport until 3pm tomorrow August 3rd for the next available flight to St. Louis or pay for your own accommodations.” With that she put her hand up and dismissed me with a back handed wave, Next! I was appalled. Stunned I said, “What?” Her actions and tone of voice were unbelievable. My parents 79 and 80 years old, can’t sleep in the airport, the weather is clear, it’s not our fault that there isn’t a crew, Continental needs to provide accommodations for us or find a flight to get us home, please. Phyllis’s response, “Loose the attitude, you can take it or leave it, get out of line, next.” I pleaded with her; please find a flight to St. Louis? I had to help my parents. They couldn’t take much more. Finally Phyllis after I begged could get us to Kansas City. However, there was no connecting flight to St. Louis from Kansas City. I took it. Phyllis’s severe unreasonable uncaring attitude had us at her mercy.