Yesterday, my parents took a United flight from San Fran to St. Louis and where they had a connecting Continental flight to get them home. The United flight was 15 min. late. They arrived at the airport and ran for their connecting fight, however, they had to go through security again, which slowed them down. They arrived at the gate 13 min. before the flight and were told that since they weren't there 30 min. ahead, they sold their tickets. (They spoke with another passenger who said he gave up his seat because of over booking...so I'm not sure "sold" is really the correct word anyway.)
Continental offered them nothing but a late flight out today and Continental blamed United. But really, they would not have made it in the 30 min. window even if the other flight was on time, due to some logistical issues within the airport, getting from the one gate to the other, but seriously, they "sold" their seats as they ran through the airport!
My parents went back to United, who arranged for a flight this morning for them and gave them a "stressed traveler" coupon so the hotel room was not so expensive. The other man who voluntarily was "bumped" got a free hotel stay and free airline tickets...and he agreed to it!
They called Continental's customer service line and the lady basically said she would do nothing, other than file a complaint for them, and she told them "but airline tickets are so cheap nowadays"...what the heck is THAT suppose to mean? And these tickets actually were not cheap at all!
Does anyone have any advice? What they want is what they would have gotten if they voluntarily gave their seats up...reimbursement for the hotel and meal, and free tickets for later on. Is this reasonable?
Thanks for any help!
Karma
