Joy, first, let me say that I am not sticking up for Continental, I don't work for them, and it makes no difference to me if they go under, or not. I think you have a legit complaint, and it is poor service that any airline wouldn't take care of their customers, in situations, like yours. I am a former airline employee, and am simply stating how things are, as I saw them, from the inside. These are all facts, that many people do not realize, but more people SHOULD understand.
All of the airlines are struggling, due to fuel prices. Continental is in better position, than most airlines, because they have a new fleet of aircraft, that are fuel effecient. Also, to your surprise, Continental frequently, including last year, is ranked #1, of all of the airlines, in customer service, and was also voted, last year, as the worlds greatest airline. The article explained that Continental is cutting jobs, and capacity. ALL of the airlines are doing this, not just Continental. United just announced they are laying off nearly 1,000 pilots, for example. ALL of the airlines are in deep trouble, right now, but it is more to do with fuel, than anything else (service may have some factor, but it is really small). Last year, when oil was below $100/barrell, the airlines were making record profits, even with record numbers of complaints, from customers. Continental made higher profits than any of the airlines, so much so, that they issued $158 Million in profit sharing to their employees, including the customer service agents, who provide this service, or lack there of, directly.
The fact is, more people are flying than ever before, despite all of the complaints. The FAA predicts that this number will continue to grow, and by large numbers. This is why the airline do nothing to improve customer service. The airlines do not lose customers. Think of it like this; you will not fly Continental again, due to your experience. Think about what airline you may fly, instead. Take a look at that airline's section, on this website. They have complaints, too, including complaints just the same as yours. There are people that will not fly that airline, again, but will fly Continental, instead. The airlines realize that this occurs. The airlines are experiencing record high load factors, yet customer complaints are at an all time high.
The only way that the airlines will change, is if people stop flying, altogether, not just stopping flying one particular airline. The airline industry is not like others. If you decide to not shop at a specific store, or eat at a specific restaurant, those companies lose customers. The airlines do not, they just shift around, from one airline to the next. Also, many of these airlines are partners, such that you may avoid flying Continental, but if you fly Delta, NorthWest, etc., you are flying a Continental partner, and may still indirectly be supporting Continental, especially if you end up on a code share flight.
The airline industry is horrible, and I am VERY glad I no longer work in it, but the only way things will change, is for people to stop flying, and instead drive, take a train, or bus.
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