[Joy]

I am amazed. I come from a long line of sale/customer service oriented people - and this airlines has no clue how to do it.

Our flight was cancelled that was supposed to fly out of Newark - so they sent us to Allentown to catch a connecting flight through Cleveland. We had to turn our rental car in at Allentown instead of Newark and incurred $200 more in fees because we returned our car to a different city. When we tried to check in we found out that the agent had booked us for the FOLLOWING day - not that day. So we had to get another rental car (another $100+ dollars) to drive back to Newark and try to catch the 6:15 flight in the morning.

We had an extra $425 dollars in rental car fees due to an error on their part - but when I called customer care they were less than helpful and said that I could try to submit a letter but it probably wouldn't help. They need to change the name of that service from "customer care" to "customers shafted." Everything was documented through my paperwork and on the computer through Continental - but it made no difference.

It's no wonder their airline is struggling and ready to go under. When you treat your paying customers like dung - what can you expect?

We will NEVER fly this airline again!

Joy

[ChrisH]

Continental is not stuggling and ready to go under. Continental is doing better than almost any other airline, at the moment, considering fuel prices. Airlines never reimburse for car rental, and hotel fees, etc.

[Joy]

Continental IS struggling as this news article backs up. And, from what I picked up from my experience and those of my fellow travelers, it's NOT JUST the gas prices.

http://www.msnbc.msn.com/id/24981668/

Joy

[ChrisH]

Joy, first, let me say that I am not sticking up for Continental, I don't work for them, and it makes no difference to me if they go under, or not. I think you have a legit complaint, and it is poor service that any airline wouldn't take care of their customers, in situations, like yours. I am a former airline employee, and am simply stating how things are, as I saw them, from the inside. These are all facts, that many people do not realize, but more people SHOULD understand.

All of the airlines are struggling, due to fuel prices. Continental is in better position, than most airlines, because they have a new fleet of aircraft, that are fuel effecient. Also, to your surprise, Continental frequently, including last year, is ranked #1, of all of the airlines, in customer service, and was also voted, last year, as the worlds greatest airline. The article explained that Continental is cutting jobs, and capacity. ALL of the airlines are doing this, not just Continental. United just announced they are laying off nearly 1,000 pilots, for example. ALL of the airlines are in deep trouble, right now, but it is more to do with fuel, than anything else (service may have some factor, but it is really small). Last year, when oil was below $100/barrell, the airlines were making record profits, even with record numbers of complaints, from customers. Continental made higher profits than any of the airlines, so much so, that they issued $158 Million in profit sharing to their employees, including the customer service agents, who provide this service, or lack there of, directly.

The fact is, more people are flying than ever before, despite all of the complaints. The FAA predicts that this number will continue to grow, and by large numbers. This is why the airline do nothing to improve customer service. The airlines do not lose customers. Think of it like this; you will not fly Continental again, due to your experience. Think about what airline you may fly, instead. Take a look at that airline's section, on this website. They have complaints, too, including complaints just the same as yours. There are people that will not fly that airline, again, but will fly Continental, instead. The airlines realize that this occurs. The airlines are experiencing record high load factors, yet customer complaints are at an all time high.

The only way that the airlines will change, is if people stop flying, altogether, not just stopping flying one particular airline. The airline industry is not like others. If you decide to not shop at a specific store, or eat at a specific restaurant, those companies lose customers. The airlines do not, they just shift around, from one airline to the next. Also, many of these airlines are partners, such that you may avoid flying Continental, but if you fly Delta, NorthWest, etc., you are flying a Continental partner, and may still indirectly be supporting Continental, especially if you end up on a code share flight.

The airline industry is horrible, and I am VERY glad I no longer work in it, but the only way things will change, is for people to stop flying, and instead drive, take a train, or bus.

[Joy]

I just wanted to let you know - I did receive a formal written apology from Continental as well as a check to reimburse my rental car. I was pleased (and surprised).

Joy

[msc39nj]

They are doing so well because they are stealing from customers by charging them for service which they don't deliver, and don't reimburse. It's called fraud. And the airline business is the only legal fraud racket I know of. Where else can you legally sell the same item (seat) to many different people with no intention of honoring the contract?

[msc39nj]

Let's help get Continental to the top of the customer complaint list with the DOT, where we all know they belong. Don't submit false complaints. It's not necessary. The way this airline operates, there are too many legitimate complaints. Here is a great article about the right places to complain, and, unlike Continental's web-site, offers an email address to send complaints, and links to a web form: http://www.usatoday.com/travel/colum...woodyard_x.htm

email: Airconsumer@ost.dot.gov
form: http://airconsumer.ost.dot.gov/escomplaint/es.cfm