[hateContinental]

At the end of October my family and I had to book a last minute flight to Mexico, since my Father-in-law passed away. Last minute airfares are known to be expensive, so I had to shop around quickly since we needed the best fare and the earliest departure. Continental had the best fare, but surprisingly not through their website but through Orbitz.com; the difference was about $300.
I decided to book the flight which will take us to our destination by 9PM the next day, just in time for the funeral which will take place at 4pm the day after.
There was bad weather in Houston, our connecting hub and needless to say our Charleston SC to Houston flight was delayed. We expected also our flight to Mexico to be delayed, which it was, but they just kept delaying it over and over because the crew for the flight didn’t make into Houston it because their flight was cancelled.
Almost at midnight they decided that the flight was finally cancelled. The next flight to our destination didn’t leave until 8pm next day, which was too late for the funeral. The airline tried to accommodate us in a flight into a nearby city, but there were no seats available other than stand-by. They didn’t care about the urgency we had to get there and since they blamed the cancellation on the weather, they did not pay for a hotel room.
Long story short, we didn’t get seats on the stand by flight, and after long discussions turned into fight with different employees of the airline, we asked to get tickets to return to Charleston. I requested a full refund but obviously they will not issue it since we already used a portion of the tickets, the only portion open is the unused part, for which we’ll have to pay an activation fee plus any difference in airfare.
The point is, nobody gave a damn that my wife was debastated for her loss and that we wouldn't be able to make it on time for the funeral. Their 1-800-WECARE2 hot line should be renamed to 1-800-WEDON'T CARE.
Continental Airlines has so poor customer service that we will not flight with them ever again! Even if they are the cheapest option.

[mars6423]

i am sorry to hear about your loss, before i say anythin about your experience i will say something for everyone and if your unfortunatley put in a position where you lose someone

many times when there is a death in a family and you can provide proof (death certificate) you can recieve a discounted fare with the airline, so there may be cheaper ways than looking on the website and on orbitz, expedia, etc.....its unfortunate to loose anyone

continental should have had a "back-up" crew ready for your flight since they new that the crew members were stuck at their origin

Did you ask if they could put you on a different airline? sometimes they will allow passangers to do that at no extra cost

I think thats disgusting how they made you pay for a hotel room due to weather, especially in your circumstances, i understand that they wont give hotel rooms out to people who are flying to get home or to a meeting or what not, but when your going to a funeral and seeing a loved one who past than they should have some consideration and compassion and provide you a hotel room

So send in a complaint and explain your situation, i hope the best for you in your compensation, be it through a refund, partial refund, vouchars, or what not

they should understand that you were going through a hard time and that you had to fly, it wasn't a choice, to attend something no one wants to go to, a funeral

sorry about your loss and good luck

[jimworcs]

mars..
are you feeling ok?

[mars6423]

yeah i am feeling great no complaints, sittin here sippin some hot chocolate and watchin some tv, nothin beats relaxin with nothin to worry about

[PHXFlyer]

First of all let me say I'm sorry for your loss. Travel, especially to a foreign country, can be stressful enough but add to that travel due to a death in the family and it's easily doubly stressful.

That being said, Continental's bereavement only provides a 10% discount on fares booked directly through them either on the phone or on Continental.com. I know this since I traveled to my father's funeral last year and dealt with Continental. Since you said the difference on Orbitz was about $300 dollars then you probably got a better fare than Continental could have given you directly unless the tickets were more than $3000 each.

Since you never made it to Mexico because of the weather, you should receive a full refund as this is what's known as a "trip in vain." You began your trip to the connecting hub but were delayed there beyond when you needed to be at your destination so you went back to where you started. Same thing happens sometimes when people are traveling to business meetings, family reunions, cruises, concerts, etc. You should first contact Orbitz customer service and explain that because of the weather delays it was a trip in vain and request a refund. If they don't budge then call Continental. Tell them Orbitz refused to help you and that you want a refund due to the fact that weather caused the cancellation of your flight to Mexico and it turned into a trip in vain.

I know you were frustrated and stressed over the whole situation but losing your cool and escalating things into a fight with the employees at Houston certainly did not work in your favor and I'm sure that's why you didn't get any sympathy from the employees there. I'm sure there are remarks in your reservation about what happened. When you call Orbitz and/or Continental please remain calm and be professional. As soon as you lose it you won't get any further. It may already be too late but it's worth a try.

As for the hotel it is rare that a US airline will give a free hotel when there are weather cancellations. Even as an elite on Continental in cases of weather the only thing I've received is a "distressed passenger discount" voucher which gives about the same discount for a hotel room as AAA. Mars it would be nice if the airlines would make special considerations but where would they draw the line? And how could they prove they were actually flying for a funeral? To get the discount you need to send in a copy of the death certificate to Continental's refund department. It's very rare that someone traveling to a funeral would already have a copy of the death certificate.

[mars6423]

phx.....they can give you a "credit" so it would be as if they gave you the discount, in which you than have to provide evidence that you traveled for the funeral with x (30) amount of days. So you give them the total amount and than after you have provided proof they deposit the discount back into your account

special considerations would include tragic events (funerals) and i would even say charitable causes...if you can prove that your working with a charity to build houses for example (habitat for humanity......i know a few people that went on Singapore Airlines that were heading to an area that was devastated by a tsunami and they gave discounted flights for them) these considerations would include free hotel room, a food and drink vouchar, and a confirmed ticket for the next flight if its the next day

[PHXFlyer]

Originally Posted by mars6423

phx.....they can give you a "credit" so it would be as if they gave you the discount, in which you than have to provide evidence that you traveled for the funeral with x (30) amount of days. So you give them the total amount and than after you have provided proof they deposit the discount back into your account

Thank you. Had you actually read my post you would have seen that I have been through the process.

Originally Posted by mars6423

special considerations would include tragic events (funerals) and i would even say charitable causes...if you can prove that your working with a charity to build houses for example (habitat for humanity......i know a few people that went on Singapore Airlines that were heading to an area that was devastated by a tsunami and they gave discounted flights for them) these considerations would include free hotel room, a food and drink vouchar, and a confirmed ticket for the next flight if its the next day

Tragic events? Way too many gray areas. "My kid fell down and broke her arm and I've got to cut my trip short and return home immediately! I demand you waive the fee and put me on the next flight." "Oh, I'm sorry to hear that, sir. Is she in the hospital?" "No, she's at home resting comfortably, but this is a real tragedy because my little princess fell down and hurt herself!" "Oh, poor little thing...how old is your little princess?" "17."

[mars6423]

i did read your post and i am sorry for your loss, i was just suggesting a way that would be more helpful to passengers in that kind of situation, that way you still know how much you would pay with the discount and have the opportunity to use expedia orbitz or whomever, or choose to go directly with the airline, and pay in all and than when the individual shows evidence than the discount would be put in effect and the money would be put back into their account.......you hhave to give the airline prior knowledge that your traveling due to a death in family


Tragic events meaning death, life threatening disease, coma, serious events that are not normal (meaning no discount for going to see someone with a broken arm or leg, or nose bleed or a minor injury) has to be something that is traumatic and is life changing

[PHXFlyer]

Originally Posted by mars6423

Tragic events meaning death, life threatening disease, coma, serious events that are not normal (meaning no discount for going to see someone with a broken arm or leg, or nose bleed or a minor injury) has to be something that is traumatic and is life changing

So the airline will then have to keep a list of what is and isn't considered "life threatening" or "life changing." Just how many broken bones does one need to allow a family member to travel at a reduced rate? How many family members get to travel on that rate? Would it be just immediate family or would a second cousin by marriage be able to get the discount as well?

My point was if you make general allowances such as that there are far too many gray areas and far too many people who would take advantage of such policies to get lower fares and circumvent paying fees. I just had to travel on short notice for a job interview. That could be potentially "life changing." Should I have been given a break on the fare under the "mars rules?"

[mars6423]

i know there would be many people trying to take advantage of it, but that is why i said you would have to pay the whole fare up front but telling the airline that they are traveling for this reason, and than when they prove that it was for that reason in the alloted amount of time than the discount will be autmatically put in place.....it is rather simple to have this done, you can easily create an excell worksheet or programs that divide groups up

it would be for immediate family and it would only be for death or life threatening and would have to be proven by hospital records or by certificate, so broken bones wouldnt matter as it is not life threatening

life changing as in health wise

[PHXFlyer]

Originally Posted by mars6423

it would be for immediate family and it would only be for death or life threatening and would have to be proven by hospital records or by certificate, so broken bones wouldnt matter as it is not life threatening

life changing as in health wise

I think many doctors would disagree with you, Dr. Mars. Multiple fractures, especially compound fractures, can be very serious. Blood clots can easily form and if they travel to the lungs it's all over. So don't say that broken bones wouldn't matter.

[mars6423]

if the fractures are that serious than it would be considered life threatening.......get the point? it would = discount if it can be proven

but in many cases a broken or fractured bone wouldn't result in this, many are just accidental breaks which require a simple cast which wouldnt be life threatening so no discount (like if a kid falls and breaks a finger than there is no danger so no need to fly over)

there has to be some doubt by the doctor that the chance of death could happen and if so than it be recorded

look im not saying it will ever happen, i am just suggesting a method that could possibly work and that should be reviewed

[PHXFlyer]

Originally Posted by mars6423

.......get the point?

I do. Obviously you don't!