[tommyoh]

As a Continental Platinum members and million miler I expect common courtesies to be extended. AFter my most recent flight with Continental I now realize how foolish that thought is.

I booked a flight through the Continental website. They put me on a United flight which in turn misplaced my luggage. The luggage was delivered to me at a later time the evening of my arrival but not in enough time for me to have clothes to wear to a dinner meeting. Because of the late arrival of my clothes I had to go out and buy clothes for my meeting.
When I filed a complaint with Continental they said it was United's fault and they were responsible even though I had booked the flight through the continental website. They told me to file a claim with United which was impossible because United did not give me a claim number. They then quoted me some federal rule which basically said Continental wasn't responsible but I could file a complaint with United if I had a claim number, which I didn't because United didn't give me one.

I asked Continental, in the interest of customer relations and a long time platinum member if they would give me a voucher for a future flight to compensate me for the cost of my clothes and the inconvenience I had to deal with. here is their response:

Thank you for your continued interest in this matter. I regret that you disagree with the assessment of your concerns.

Because I value your loyalty as a Continental customer, I have asked that your travel experience be reviewed by our Customer Care Management Review Board. They too, regret the negative impression we have left you with, however, they support the action taken regarding this matter and that you will need to contact the Baggage office of United Airlines to file a delayed baggage claim with them.

While I realize hat the application of our policies has not provided you with your preferred outcome, please be assured that we appreciate you business.

Regards,

Diane Cummings
Customer Care Manager

i HAVE LEARNED A LESSON: CUSTOMER LOYALTY AT CONTINENTAL DOES NOT PAY!