THank you, Jim, Leatherboy, and those who are non airline sympathizers. Why doesnt this field have to obey the laws of common courtesy? Is it the fact that in many cases, these larger carriers have a virtual oligopoly? The bottom line is that there is little scrutiny of how they mishandle the consumer and as such they can get away with murder...almost. How can Continental justify it's economy class shoulderwidth's? What average size male can fit in them? I just flew to Vegas, a 5.5 hour flight, and walked to the back of the plane midway through....most of the middle-seaters had pulled out their tray and were trying to sleep on it on their crossed arms. How do they get away with this???
Well, back to my saga. Day 2 was even more compelling. Yes, we are responsible people. We learned from yesterday. We got to the airport at 5:15, 2:10 before the flight. For those who say I should know better, well, I did learn from the day before. However, not being an international traveller, I had no idea that we needed to be there 2 or 3 hours ahead. I read the eTicket. Silly me.
So, we moved through ticketing, bp, and unloading luggage quickly enough that we were in President's Club by 6:05. You do the math. That is what I was expecting, BUT did leave some extra time ANYWAY the day before. Now, you tell me that Continental shouldn't have known that Monday was going to be an unsual day? Sorry, they bear responsiblity.
So, prior to boarding, at the gate (boarding began 15 minutes late) came the usual,....'we're overbooked folks..were looking for a few volunteers..' and no one budged. So, they boarded the plane. The initial offer was $500 to delay till tomorrow. Well, this time, those who lost out, aside from people like the 20 of us from yesterday, was a grandfather who was travelling with 9 of his family. His ticket was double assigned and he was not allowed on the plane. Also, a mother of two, had one of her sons double assigned and he was left at the hangar. In all, we waited 1hour 14 minutes at the gate while Continental officials negotiated with the mother, the grandfather and begged on board passengers to accept their offer. The offer went from 800 to 900 to 1000....and after a long period of time, 2 passengers accepted $1300, plus hotel, car, food.....to accept flying the next day. WOW!
During the deliberations, and since I was sitting (and not about to stand up for a second) right next to the family of 9 sans grandpa, we were told by flight attendants that there were over 28 people sitting at the gate today. How nice. So, all those were sitting there and they were really negotiating for the grandpa and the mother's son. Also, I asked the attendant how long they would hold the plane? (we're always told to rush, get on the plane...don't keep them waiting). She said as long as it would take. Two hours? Yes. Three? Never seen it, but yes.
Ok, so, let me get this straight, what about the people ON the plane who have connections? Cruises to get to ? Other flights? People waiting to drive them? Are they just chopped liver? Again, no concern.
What does this prove?
1. Overbooking has become a staple with Continental, at least on this flight
2. A genuine insincerity with their passengers. A mother not taking a son? A grandfather and sponser of this trip not going with family?
3. The customer means nothing.
4. There is no higher authority that looks out for the little guy. Where is the FAA, DOT to say something here? Continental can get away with what they want.
Well, I did send in an email to the DOT, complaints division. I'll be curious as to what, if anything evolves. I will let you know. As well, I sent a letter to Kellmer, CEO of Continental, and Ms. Munoz, their customer care director. Will anyone listen?
I am a responsible individual. My wife and I are intelligent; we both hold post-graduate degrees. I am simply amazed that, day in and day out, they get away with this.
Those who sympathize with the airlines, I understand some of your thoughts. In my letter to CEO Kemmel, I did state that this must be a difficult environment for their business. Recession, terrorism causing needed costly security increases, some competition (not enough), and increasing gas prices. However, it does not allow them to mishandle relationships and manhandle their customers. I believe that many customers would leave Continental if other airlines that supply Newark had more convenient flights. Continental has, unfortunately, cornered the market. Jet Blue is much more comfortable, and the screen at the seat is great. As well, their employees are kind and human. However, their EWR flights are, as yet, inconvenient. Delta, AA, they just don't have much of a mix in EWR. So, those of us by this hub are pretty fixed on just dealing with what Continental throws our way. There should be more competition. If so, good bye...