I think I have a better understanding of the situation. First, all airlines have mechanical delays. When such a mishap occurs, accommodations are made, such as putting passenger on other airlines when an interline agreement is in place. Continental did the right thing in securing you space on United, assuming there was no other flight that day. You had the right to either:
1) Get a full refund for the unused portion of the ticket
2) Travel on Continental on the next available seat out. If the delay
got you to your final destination more than four hours late, then
Continental would provide hotel/meal vouchers in MEX.
3) Be place on another airline, which seems to be what happened.
I need to know the following:
1) Where did you get the voucher? Was it in MEX of in LAX? Was
it at the Continental ticket counter, gate, customer service center?
Did you check to find out what type of housing
was being provided?
2) Were you given the three options listed above?
If so, was United through LAX the only option?
Could you have stayed in MEX and took the next Continental
flight?
3) Where did you purchase your ticket? Through Continental directly, a
travel agency, on-line, wholesaler, tour company, or other broker?
3) What was your scheduled time or arrival on your original Continental
flight in Vancouver versus the time you actually arrived.
4) What is the name and address of the property where you stayed at
in Los Angeles? How did you get from the airport to the hostel?
5) Do you have a receipt of the ticket, and do you have a receipt from
the hotel.
Continental may not be responding to your inquiries, because it is in the process of merging with United. I would forward a copy of you concerns, therefore, to the United Customer Service Department.
Regardless, airlines should not put anyone in a hostel. When mechanical delays necessitate unscheduled over night stays, the airline pays for the accommodation. When an airline is not at fault, such as a weather delay, they offer "distressed" rates at hotels. Airlines can offer free and discounted rooms, because they have negotiated special rates with major hotel suppliers. Hotels are usually national chains, and within the vicinity of the airport (free shuttle bus). Even when bad weather forces an airport closure, airlines book blocks of rooms to accommodate as many people as possible.
I am unaware of Continental using a hostel for housing in Los Angeles, because they have no contract with a hostel.
I think there are still some pieces of the story that are missing. Continental did the right thing in putting you on United, informing you of an overnight stay, and giving you a hotel voucher. The voucher says the name of the property on it, so you knew in advance where you would be staying. If there was a problem with the property, Continental could have switched you to another one of their contracted hotels.
However, if Continental did not tell you about all of your options (refund, stay in MEX, connect through another city), then you have a valid concern. I don't know if Continental/United will compensate you, however, because the passenger bill of rights pertaining to delays exceeding four hours doe not apply to international travel.
In terms of calling an airline a "piece of crap," you are entitled. However, Continental did follow the law prescribed under the contract. If you did not like the property which was offered, you had every right to be moved somewhere else. Without all of the pieces to the puzzle, it's very hard to say what happened.
Best,
-c
|