[Gonzuela]

Bangor to Orlando with stop in Detroit and return with stop in Newark... Return flight was CO 2238Y departing from Gate A20 at 11:30am on 08/18/2008. This was absolutely the worse service I have ever been subjected to in my life. They over-booked our flight and told me I wouldn't be able to sit with my 8 year old son as they only had one seat left and offered us a flight on US Airways, which I had no choice to take, and then proceded to lose our luggage. When I got to US Airways I was informed by the ticket agent that CONTINENTAL AIRLINES did NOT reserve us seats and he had to make the arrangements for us! When I got into the Bangor terminal the Continental agent told me that my bags "probably" would come in on a later flight at 11:30pm and that my bags would get to me the following day. They did NOT inform me of customs documents and I was only notified when I crossed the border by the border agent into Canada. The 4 customer service reps I dealt with afterwards to locate my missing luggage were some of the rudest people I have ever had to deal with and constantly gave me misinformation. Each call I was told something differently. The person I spoke with in the morning told me to leave a note on my door and they'd deliver it today through "Rich's Courier Service" and then when I called back this extrememly rude agent told me CO only opened up a case "to be nice and it wasn't our responsibility" to locate my luggage... Unbelieveable!!!!!!! I was finally notified that US Airways had my luggage transferred over and ended up having to make my own arrangements to get my luggage. I was more satisfied with the assistance I recieved from US Airways and will probably travel with them on my next trip as there was no "passing the buck" when I spoke to their agents. I was informed upfront as to what was going on and what needed to be done. There has been absolutely no accountability on the part of CONTINENTAL AIRLINES, and It was EXTREMELY dissapointing from start to finish! I would never travel by CO again in my life. I absolutely can not get over the rudness, lack of professionalism, and constant mis-information. I can't believe our flight was over-booked to begin with and that a mother owuld be seperated from an 8 year old child...Just ridiculous...and then to be told that it was basically my fault because I flew with US Airways when I didn't really have another option? One agent named "Robin" actually made me laugh because he told me I was responsible because I flew into Maine, which made ABSOLUTELY no sense what so ever... They should be ashamed of themselves..

[Kay]

I must say that the baggage issue sound like a nightmare, however I am confused as to how the customs issue in Canada came about.
If your ticket is for travel from Bangor to Orlando, how it is that it the agent responsiblity to provide you Border information?

I must admit that the industry as a whole must do better at customer service.