I understand that you're having a difficult time believing that a computer-generated email could contain inaccurate information. I don’t assume to understand airline computer systems, how the information is input into the system, the role of humans in inputting information, what laypeople refer to as a “computer glitch”, etc. Thankfully I did not face a battle getting the airline to believe me regarding the itinerary, as I was able to provide the airline with a copy of the itinerary.
I notice that you are a former airline employee. The necessary details and documentation have already been shared with Continental Airlines. If an appropriate representative from Continental Airlines contacts me and would like to know more specifics I'd be more then willing to provide any necessary information.
My biggest battle was getting the airline to accept responsibility for the information it provided. As a former airline employee perhaps you can provide some insight into the situation. I have been unable to find a relevant written statement regarding an airline’s responsibility for the accuracy of flight information it provides to customers. Is the airline responsible for the accuracy of the information it provides? Is the customer responsible for not noticing the airline’s mistake? Does the customer’s travel experience play a role in this responsibility? Excluding weather and mechanical delays (and other unforeseen delays), if an airline provides erroneous arrival information resulting in a customer losing business, missing an event, missing a flight on another carrier, etc, should the airline be held responsible? If not fully responsible then partially responsible? In this case it was a business event that was missed but could have been a cruise or other group excursion. Putting aside your disbelief that the airline’s computer system could provide erroneous information, I would appreciate your insight.
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