[siegel1210]

here is a letter sent to continental after our experience. I believe this says it all. I would be interested in knowing of any similar experiences. thanks.
To whom it may concern at Continental Airlines:
PREFLIGHT
I was recently a passenger on a flight (1568) returning home from phoenix to Cleveland, ohio on April 7th. I was traveling with my 8 year old daughter and I feel the need to reiterate an experience that we had that was beyond any experience I have EVER had. I would like to preface this story by telling you that I have been a VERY loyal continental customer for many, many years and have flown many miles with your airline
I recently booked a round trip flight on continental going from Cleveland to phoenix and back. Knowing that I have a child that suffers from chronic motion sickness and for whatever reason, ALWAYS does better sitting closer to the front of the plane, I asked at the time I made the reservation to try to put us towards the front part of the plane. My flight reservations were made well ahead of time and, given that I had sufficient miles, even attempted to upgrade using those miles. In an attempt to make this happen, I made many, many, many calls to continental prior to both flights as I was instructed to do so to check on this availability. During these many, many exhaustive calls, often with very long hold times, one thing became very painfully apparent: The telephone agents handling these calls either all have different training or they are so poorly trained, they fail to provide accurate information. IN THE 45 + calls I made to these agents, I was given different or more accurately, conflicting information no less than 75% of the time and when I commented on this, the response I got was, “well I don’t know why that other person told you that”. I retell this story to you only to paint a full picture as to why I am even writing to you. So, on the outbound to Phoenix, at the airport, we were able to move up to row 5 (behind 1st class) which was more than adequate and we had a very pleasant flight.
Prior to my return flight (I started calling about 48 hours before the flight), and again, I had made several phone calls to contintental regarding changing our seat assignment as I had again initially requested closer up seats. When I printed my first set of boarding passes for the return flight home we were assigned seats in row 22 D/E and then when having to reprint the boarding passes our seats on row 22 were no longer listed, but we had been moved back to row 26 D/E. I again called continental and was told that “the flight was very oversold and that whatever boarding pass I had that was where I had to sit” but was also told to keep calling which I did, ad nauseum. After speaking with more than 25 phone agents (this is no exaggeration) and again being told inconsistent information each time I called, I decided to wait and check the seat situation upon arrival at the airport (This was suggested by the last agent I talked with over the phone).
Upon arrival at the gate, one of the agents indicated that there were now in fact, 2 seats available in first class, but the coach section was “completely overbooked” so they would offer 1st class seats to elite, passengers first, which made sense and that gate agent was actually very nice and tried to help. I then asked if any closer up seats became available if there was any seat shifting to please try to move us. We then boarded the plain and went to our seats in row 26.
Up to this point, there was not one piece of the conversation that was either unpleasant or inappropriate (no profanity, no raised voices…nothing) however, I did indicate to the gate agent prior to boarding the plane and did so in a rational, calm, and most appropriate tone of voice, some frustration over what seemed like being given many, many different stories depending on who I talked with and no one agent seemed to know what was going on and I was consistently dismissed as though any thoughts I had were trivial and since we had already paid for our ticket, there was ZERO compassion or attempt to work with us, even given the extenuating situation with my 8 year old.
RETURN FLIGHT #1568 FROM PHOENIX TO CLEVELAND
After boarding the plane, we went to our seats, loaded our things into the overhead bin and put our seatbelts on. As the flight attendant walked by, I did ask her one last time, if, after all passengers were on board and there were any open seats closer up, if we might move up and her response was, “are you unhappy about something?” My response to her (again in a low, calm, non disruptive tone) as my dtr was sitting next to me and in plain sight, holding a barf bag in her hand was, “yes, actually I am not thrilled with having to sit way in the back of the plain due to my dtr’s issue with motion sickness, which is why I inquired about a possible closer up seat“. The flight attendant just looked at me and walked away. We remained in our seats and the next thing we knew, another flight attendant came up to us and said,
“WE NEED YOU TO COME WITH US AND LEAVE THE AIRCRAFT!!” I looked at her stunned and asked why and her response was, “IF YOU DON’T COME WITH ME, I WILL HAVE SECURITY ESCORT YOU OFF THE PLANE!!”
I was completely flabbergasted, my daughter was screaming and crying because she was terrified, I had no idea what was going on in addition to being terrified myself as I have NEVER had a situation like this on any flight or any other time in my life. We were humiliated and embarrassed in front of the entire plane as we were shooed off the plane like criminals.
I still am unable to find adequate words to express how completely humiliated, embarrassed and horribly we were treated by your airline staff. There were two other passengers (one on the plane and one right by the door where we were escorted off the plane) who witnessed the whole interaction and not only said something to me, but the gentleman outside the plane who witnessed the way the woman gate agent spoke to me and my 8 year old (I am going to get her name and report her) and he also said to her, “you heed to stop being so sarcastic to them”. I am not going to disclose these witnesses names, but I have been given their names and will not hesitate to pursue their offer to assist me).
My dtr and I were able to get on another two flights to finally get home 13 hours after the start of our travels and not without SIGNIFICANT trauma for my innocent 8 year old daughter. For the next two flights, my daughter, a very well adjusted, confident child, was totally panic stricken and cried for at least a few hours and was terrified to get on another plane saying incessantly, “please don’t make me get on another continental plane” and “you promise me we don’t have to fly continental again”. She sat in her seat holding herself because she wouldn’t even ask to use the bathroom for fear of being kicked off the plane. She has been psychologically damaged by the way she was treated by your airline personnel. I say this not only as a mother, but also as a licensed psychologist and a registered nurse. HOW DARE Y0U TRAUMATIZE NOT ONLY MY INNOCENT CHILD, BUT ME AS WELL AND HOW DARE YOU FEEL JUSTIFIED IN TREATING PEOPLE IN SUCH A DISRESPECTFUL, INHUMANE AND UNJUST MANNER JUST BECAUSE YOU OVERBOOK YOUR FLIGHTS AND CANT ORGANIZE YOUR PASSENGER SEATING.
I have not yet decided what direction I am going to turn with this situation, as I will wait to see what restitution your airline will make to rectify this situation. I plan to take care of my child and follow up with any post traumatic stress counseling she may need as a result of this horrible situation. I will not have her completely terrified to fly again because of how she was treated by your airline personnel.
I would appreciate a response to this email either via email or via telephone at 216-526-5367.
Thank you for taking the time to read this.