[PHXFlyer]

I'm sorry you were frustrated about the service you received on the telephone, however I think you may have (inadvertently) caused most of the problem yourself.

Originally Posted by Magster

I had 2 unused airline tickets under two different names. When I called in to find out what the policy was I was told to keep my confirmation number and I could get a credit for those tickets on any future reservations within a year of booking, uner the same names, I then made a reservation for a cheaper ticket under the same name, online, 11 months later. I called in to get the credit applied to my new ticket -

Did you not realize the credit was being held under the original confirmation number and that booking a new reservation online would create a new confirmation number? At that point I can see it would be difficult to transfer the credit. Had you simply called customer service/reservations to begin with and given them the original confirmation number under which the credit was held you would have avoided this whole mess.

The CS Manager( Ms. Hernandez) accused me of having trouble understanding things because I didn't understand why I had a credit that was clearly mine, for way more than the price of the new ticket, and I could not use it.

It may have sounded accusatory however since you obviously were confused about how to apply the credit she was only stating a fact. You had a credit then purchased a new ticket online then called to essentially ask them to refund the new ticket (which I assume was non-refundable) and apply the credit instead.

Finally I spoke to another CS Manager (Victoria). Within 2 minutes she agreed to send me a voucher (380.00)that anyone could use, good for the next year(an additional year).

The ticket I was trying to get credit for was 237.00 and the voucher is for 380.50.

In the end you at least got the full value of your original ticket extended. Now you're back to square one. At least you didn't lose your $380. Aside from your perception of how the transaction was handled you really have nothing to complain about.

- no wonder they are failing!

They are? Where did you hear this? Actually Continental is doing better than most. Maybe it was because of that attitude on your part that you were prejudiced against Continental even before you called?

I find it sad that the airlines CS department gives a bad name to the whole airline, and they wonder why no one likes to fly, why people are in a bad mood when they fly, and why they are suffering.
So over one hour of phone time was wasted. I spoke with 3 or 4 people who insulted me and put me on hold way too long. The result - instead of applying my 380.50 credit to a 237.40 plane ticket, they gave me the full amount in a voucher that anyone can use for another year.

Actually, since the original credit was for your use only and now you have a transferable credit you came out slightly ahead of the game. Stop seeing the glass as half-empty.