[Mbailey]

Hello All,
I am have Gold Status with Star Alliance and am a 48 year old business traveller.
Last week on a return flight from Mexico City, I was re-routed due to mechanical failure on Continental's flight. When I arrived at LAX I had to wait 45 minutes at the "customer service" counter and was issued a "hotel" voucher.
When I arrived at the "LA Traveller" the large sign out front read "Backpackers' Paradise Hostel".
I was in a suit, it was after midnight and the desk clerk - with a lobby full of backpacking teenagers - asked me if I needed a private room or if the dorm would be okay.

I have been flying for business for over 20 years, I know mechanical issues happen, I've been stuck before, however I have never heard of such unbelievably terrible customer service or actions by any airline in the world.

My email to Mr. Moran, the president of Continental has gone without reply for a week and I would now like to share my story with the world.

Anyone interested in relaying this through the media?

Please let me know,
Michael Bailey

[jimworcs]

That treatment is plain and simply outrageous. I hope you will post the reply. Sadly, this is the kind of thing you can expect when airlines are allowed to merge to form super carriers. Too big to fail, too big to care.

[Mbailey]

I have to wonder if the employee didn't receive some sort of kickback from the hostel. He had written $68.36 on my coupon and 2 25-year-old women whom he also sent to the same dump had $108.00 written on their coupon. The Ramada next door had an exterior neon sign advertising $49.95, something doesn't add up here.

[chriscolombo]

Some things about your post do not make sense. You say you were re-routed on Continental from Mexico City. Continental does not serve MEX to LAX non-stop. If you had a service interruption on Continental, it would have been in Houston or Newark, which is where they fly from out of MEX. Here is the link to their route map for verification.

http://www.continental.com/CMS/Conti...rld_201012.pdf

Therefore, what airline did you fly on between MEX and LAX? If there was a delay on that airline due to mechanical reasons, why did you not go to the airline which actually caused the delay? Continental is not responsible for issuing hotel vouchers to customers of other airlines, even if they are connecting to Continental. This is in the contract of carriage, but since you are a frequent flier I'm sure you know that.

Also, where was your final destination. From LAX, Continental serves Newark, Cleveland, Houston, and Hawaii. With the exception of Hawaii, you would not have been routed via LAX to get to any of Continental's city. If you stated your case to customer service at Continental as ineffectively as you've done here, I would not respond to your letter either.

[Mbailey]

Hi Chris,
Continental had the mechanical failure in Mexico City.
They put me on a United flight to LAX and told me I would overnight there and go on to Vancouver on United in the morning - which all occurred.

Continental did cause the delay and I did go to them for the hotel voucher

PS Continental has not replied to 2 emails and 3 calls - NEVER WILL I FLY THAT PIECE OF CRAP AIRLINE AGAIN!!!

[chriscolombo]

I think I have a better understanding of the situation. First, all airlines have mechanical delays. When such a mishap occurs, accommodations are made, such as putting passenger on other airlines when an interline agreement is in place. Continental did the right thing in securing you space on United, assuming there was no other flight that day. You had the right to either:

1) Get a full refund for the unused portion of the ticket
2) Travel on Continental on the next available seat out. If the delay
got you to your final destination more than four hours late, then
Continental would provide hotel/meal vouchers in MEX.
3) Be place on another airline, which seems to be what happened.

I need to know the following:

1) Where did you get the voucher? Was it in MEX of in LAX? Was
it at the Continental ticket counter, gate, customer service center?
Did you check to find out what type of housing
was being provided?
2) Were you given the three options listed above?
If so, was United through LAX the only option?
Could you have stayed in MEX and took the next Continental
flight?
3) Where did you purchase your ticket? Through Continental directly, a
travel agency, on-line, wholesaler, tour company, or other broker?
3) What was your scheduled time or arrival on your original Continental
flight in Vancouver versus the time you actually arrived.
4) What is the name and address of the property where you stayed at
in Los Angeles? How did you get from the airport to the hostel?
5) Do you have a receipt of the ticket, and do you have a receipt from
the hotel.

Continental may not be responding to your inquiries, because it is in the process of merging with United. I would forward a copy of you concerns, therefore, to the United Customer Service Department.

Regardless, airlines should not put anyone in a hostel. When mechanical delays necessitate unscheduled over night stays, the airline pays for the accommodation. When an airline is not at fault, such as a weather delay, they offer "distressed" rates at hotels. Airlines can offer free and discounted rooms, because they have negotiated special rates with major hotel suppliers. Hotels are usually national chains, and within the vicinity of the airport (free shuttle bus). Even when bad weather forces an airport closure, airlines book blocks of rooms to accommodate as many people as possible.
I am unaware of Continental using a hostel for housing in Los Angeles, because they have no contract with a hostel.

I think there are still some pieces of the story that are missing. Continental did the right thing in putting you on United, informing you of an overnight stay, and giving you a hotel voucher. The voucher says the name of the property on it, so you knew in advance where you would be staying. If there was a problem with the property, Continental could have switched you to another one of their contracted hotels.

However, if Continental did not tell you about all of your options (refund, stay in MEX, connect through another city), then you have a valid concern. I don't know if Continental/United will compensate you, however, because the passenger bill of rights pertaining to delays exceeding four hours doe not apply to international travel.

In terms of calling an airline a "piece of crap," you are entitled. However, Continental did follow the law prescribed under the contract. If you did not like the property which was offered, you had every right to be moved somewhere else. Without all of the pieces to the puzzle, it's very hard to say what happened.

Best,
-c