[Candy]

I am truly appalled by the level of unprofessionalism displayed by your staff. This is the first time I have traveled with Continental airlines and NEVER again !! The horror started when your flight was delayed for two hours for absolutely no apparent reason. And I say this because none of your staff were courteous enough to mention over the public address system that the flight was delayed, but instead had passengers sit in Pearson International Airport (YYZ) wondering what was going on and constantly approaching the desk looking for answers.

Now it is obvious that all the passengers on this initially late flight missed their connecting flights. Low and behold I arrived 4:30pm at New Jersey Airport to embark on my connecting flight (which had obviously departed already)to Miami to be greeted by personnel who obviously are overworked and underpaid. Your New Jersey staff continued the obvious trend that was also displayed by your Toronto staff: lack of care and lack of empathy.

I had to assume duty at work early the following day and the continental staff advised me that they could not do anything to assist me and the next available flight was at 11:30pm to Fort Lauderdale, not my initial destination
of Miami. Asked if the airline will provide me with a room to stay and freshen up, the response was "We don't do that at this airline!" Even though your airline makes millions of dollars in profits, you can't afford to accommodate
e circumstances like this? That alone speaks for itself.

After speaking to one of your representatives by the name of Debbiesha and advising her that I paid for a flight to Miami, she told me that the only flight available was a Fort Lauderdale flight and that I would have to catch a bus to Miami at 1:00am. So to add insult to injury, not only can your company not accommodate my original flight which I paid for, but you also want me to now have to pay an additional amount of money to get to my original
destination !!?? I asked her where I can collect my luggage from the Toronto flight and she advised that my luggage will be collected and sent to my new final destination of Fort Lauderdale.

When I finally arrive at Fort Lauderdale airport at 1:15am, my luggage was not there for collection. I then proceeded to inquire at baggage claim about the whereabouts of my luggage, and they advised that it was never taken off the
flight and arrived in Miami as originally scheduled. I spoke to the baggage claim representative at Miami International Airport via telephone and advised her that I needed my luggage as I had to report to work and all my work material was located therein. They advised me to pay $45.00 (for myself and my husband ) to catch a bus and I would be able to pick up the luggage at baggage claim upon arrival at Miami International Airport.

When I arrived at Miami Airport a short time later, the Continental baggage claim office was locked as the final flight for the night had been processed and the office personnel had gone home. I would think that having to pay an additional $55.00 for luggage due to a missed and delayed flight on your airline's part would have guaranteed that I receive my luggage when I needed it !!! So now I am out of an additional $100.00 due to your airline's ridiculous and unnecessary mistakes no luggage or change of clothes. No work material and possibly out of a job !!!

When I contacted the baggage Claim office at Fort Lauderdale they told me that I had to wait for the Miami office to re-open again at 5:30am but that is not a certainty as they sometimes do not arrive until 8:00am. I was forced to sleep on a chair in the Airport until your office personnel 'decided' to show up for work. My job was affected by your lack of sound protocol and horrible company ethics. I would hate to think of a person who had no extra money having to pay additional travel funds to get to a place that they initially trusted (and paid) the airline to originally take them.

The amount of mental duress endured by your company is ridiculous and I cannot believe that an airline operates in such a way. I am certain your Chief Executive Officers and Chief Financial Officers do not endure such MADNESS !!! So why do you subject the paying public to it ?