[countrynewsman]

Now it's my turn. I have read complaints and today am experiencing a problem. Actually, it's my son and granddaughter who were visiting over the holiday and are trying to get back to Ontario from Killeen, Texas. The Continental flight is delayed due to a mechanical problem which has resulted in a missed connection to the Continental flight in Houston. Continental in Killeen says no seats available on a later flight...no seats available the following day. Ah, but their are two first class seats available this evening! Great! We'll take the two first class seats! Nope. Can't sell those seats. We can't even buy them? Nope. We were told we would have to phone reservations ourselves and then were offered a complaint form. After waiting on the phone for quite a while, the Continental reservations agent handled everything for us. She was very helpful and we paid the additional fare. However, when I mentioned Rule 240, the agent in Killeen had no clue what we were talking about...rolled her eyes at the agent next to her. What an idiot!

[countrynewsman]

Just to add a bit more to the complaint. Before we left my house, the flight on Continental's site showed a delayed departure; however, at the airport, it showed on time. Finally, the flight left the board completely, and the inbound flight did not show as well. We were told that is normal. Huh? Stay tuned for the latest! We will leave for the airport (3 miles from my house) in 15 minutes.

[jimworcs]

Oh c'mon Countrynewsman! Stuff happens. If a mechanical breakdown is the problem, try Amtrak. I have been delayed many times due to mechanical failure and have been in the middle of the line listening to passengers yell at the agents. This does not get you to your destination any sooner...as a matter-of-fact, it delays things more because of the yelling...the agent can't do his/her job. It's not their fault. These folks are not paid enough to be abused as they are. Blame it on their management. I have found a kind word gets me better service than a threatening stance.

[countrynewsman]

Ah, but I find the situation humorous. Never a threatening stance. My son was kind to the reservation agent on the phone and it was handled. No yelling...doesn't work. I will say that there were others at the counter who were yelling. I think they're still there! HAHA.

[Eagleguy]

The flight arrivals and departures board at my airport is messed up. The airport actually controls it and not the airlines. Most of the time it is wrong. They airport also provides the software for the gate monitors and microphones...Guess what was down today? Alllll the microphones so myself, United, and US Airways had to yell out our boarding process. Fun fun.

[countrynewsman]

What a perfect day for that to happen! LOL

[PHXFlyer]

Regional partners like Colgan (ExpressJet, Chataqua, CommutAir, etc.) are the source of many complaints and much confusion to the traveling public. Although they bear the livery of the company that they fly for, in this case Continental, they are separate companies with their own policies and procedures. Although Continental enters into agreements with these regional carriers and expects it's customers to treated in a certain way, this is not always the case.

Whenever you see the words "operated by..." printed on your itinerary or confirmation, always check into these companies. Their history of complaints with the DOT will be recorded separately from the airline who sold you the ticket. If you have a complaint about one of these regional carriers go directly to that carrier or the DOT. Calling, writing or e-mailing the big airline is a waste of time as they will only forward that letter or e-mail to the regional anyway.

In your case, countrynewsman, the Colgan agent you dealt with at the airport most likely didn't have the authority to re-book you into 1st class on the Continental mainline flight and in all probabilty wasn't trained to know how to sell you seats on that flight and charge you the difference. Definitely training they should have but because of Colgan they do not. As for the reference to Rule 240, it doesn't surprise me that they had no knowledge of that either, however Rule 240 is about re-booking to a different airline. The only others out of Kileen are AA (Eagle) and DL (ASA) who fly similar sized aircraft. Perhaps they were full as well? Also, were you going to Ontario, CA or Ontario Canada? If it was Canada they probably wouldn't touch that reservation with a 10 foot pole anyway!

Even though you made it to your destination and now sound like you're reasonably happy, I would take the time to write to Colgan and CC to Continental that you found the agents working in Killeen to be lacking the training and skills to effectively handle customers during irregular operations.

[airhead]

I don’t know what Rule 240 is. I don’t know how to rebook a ticket and charge the fare difference without spending 45 minutes on the phone shuffling through different departments in my own company to find someone who will help me. My employeer never trained me. Yet I am put out there to “check in” and “board” passengers. It is a shame and I am often embaressed to face the passengers. I blame my manager and the managers above her who only care about the bottom line. It seems to me a better oiled machine produces more profit than a rusty one.

[jimworcs]

If I book a flight with Continental and have problems, I expect Continental to solve them. If Continental has sub-contracted part of the work to another company, why should I chase around trying to find out who this is and who is responsible. I paid my money to Continental and I expect them to ensure that the service is delivered to a consistent standard.

If you are admitted to hospital and you had a complaint that your room was dirty, would you accept the hospital telling you to write to the contract cleaning company? I think you are either airline managment or you have got a version of "frequent flyer" Stockholm Syndrome!

[abutterfinger25]

Just for the record, there is no federal regultion that requires carriers to rebook passengers on another carrier.

And "Rule 240" (14 CFR 240) deals with Inspection of Accounts and Property.

Back in the days of regulation, there was a Rule 240 that required reprotecting on other carriers, but that is LONG gone.

[countrynewsman]

Rule 240 may no longer exist, but here is a copy of the applicable portion of Continental's Contract of Carriage:

2)Delay, Misconnection or Cancellation
a)When a Passenger’s ticket is affected because of a Schedule Irregularity caused by CO, CO will take the following measures:
(i)Transport the Passenger on its own flights, subject to availability, to the Destination, next Stopover point, or transfer point shown on its portion of the Ticket, without Stopover in the same class of
service, at no additional cost to the Passenger, provided that a Passenger who paid a Coach fare may only be transported on a flight in First Class or Business First Class Service subject to seat availability and if such flight will provide an earlier arrival than CO’s next flight on which coach space is available

Seems pretty clear to me. And, by the way, this was a mechanical delay...not weather delay. Big difference.

As to this being another carrier (Colgan)...may be, but if it looks like a duck, etc.

[Leatherboy2006]

Does Rule 240 date back to CAB? Ok I am showing my age

[abutterfinger25]

Countrynewsman:

I stated that there is no FEDERAL regulation. CO's contract of carriage may have a Rule 240-like provision and it may actually be #240 in their contract. I don't have a copy of CO's full Contract in front of me, and don't feel like looking on the web for it right now, but based on what you included, I do not see any mention of transporting passenger's on other carriers.

Leatherboy2006:

Yes, it dates back to the old CAB days. For those who care to know, CAB stood for "Civil Aeronautics Board".

[countrynewsman]

abutterfinger25: You're close...it's Number 24 in their contract of carriage.

[PHXFlyer]

Originally Posted by jimworcs

If I book a flight with Continental and have problems, I expect Continental to solve them. If Continental has sub-contracted part of the work to another company, why should I chase around trying to find out who this is and who is responsible. I paid my money to Continental and I expect them to ensure that the service is delivered to a consistent standard.

countrynewsman's complaint was mainly the lack of knowledge and training the Colgan agents had. Since they are employees of Colgan it would expedite things to simply go to Colgan to begin with. Had you read my post I advised to CC Continental as they should be aware of the situation bu tin the end they are Colgan's employees and only Colgan can take measures that they receive the proper training.

Originally Posted by abutterfinger25

Just for the record, there is no federal regultion that requires carriers to rebook passengers on another carrier.

And "Rule 240" (14 CFR 240) deals with Inspection of Accounts and Property.

Back in the days of regulation, there was a Rule 240 that required reprotecting on other carriers, but that is LONG gone.

Originally Posted by Leatherboy2006

Does Rule 240 date back to CAB? Ok I am showing my age

"Rule 240" refers to the section, usually numbered 240, in the airline's Contract of carriage. It was never an FAA or CAA regulation.

Originally Posted by countrynewsman

abutterfinger25: You're close...it's Number 24 in their contract of carriage.

Right. They simply dropped the zero at the end.

Originally Posted by countrynewsman

Rule 240 may no longer exist, but here is a copy of the applicable portion of Continental's Contract of Carriage:

2)Delay, Misconnection or Cancellation
a)When a Passenger’s ticket is affected because of a Schedule Irregularity caused by CO, CO will take the following measures:
(i)Transport the Passenger on its own flights, subject to availability, to the Destination, next Stopover point, or transfer point shown on its portion of the Ticket, without Stopover in the same class of
service, at no additional cost to the Passenger, provided that a Passenger who paid a Coach fare may only be transported on a flight in First Class or Business First Class Service subject to seat availability and if such flight will provide an earlier arrival than CO’s next flight on which coach space is available

Seems pretty clear to me. And, by the way, this was a mechanical delay...not weather delay. Big difference.

As to this being another carrier (Colgan)...may be, but if it looks like a duck, etc.

Originally Posted by abutterfinger25

based on what you included, I do not see any mention of transporting passenger's on other carriers.

Because the next section of the COC wasn't quoted:

(ii) At the Passenger’s request, provided that the tariff covering the original transportation permits
routing via the carrier which will transport the Passenger, CO will reaccommodate the Passenger in
the same class of service on the next available flight on another carrier, or combination of carriers,
if the length of the delay to the Passenger’s destination exceeds two hours.

(emphasis mine)

As you can see, CO will probably not offer this option, rather you need to request it. Of course, it only applies if the delay will cause you to reach your destination more than two hours later and the delay is not due to weather, air traffic control, work stoppage, acts of terrorism, etc. etc.

[countrynewsman]

Colgan replied quickly. Here it is:
=============================================
Let me start by apologizing for the unpleasant experience you encountered in Killeen. I will personally review this information with the station manager and ensure our staff is better prepared to handle this type of situation if it arises again. Although we are not Continental Airlines we represent them and take great pride in doing so. This is not the type of impression we like our loyal customer to have and will work diligently to improve on that. As a partner of Continental we do subscribe to Continental’s Contract of Carriage and make every effort to ensure we are following all of the stated rules. I would encourage you to contact Continental Customer care at 1-800-932-2732 to discuss the additional money you spent and see if they can assist in resolving that.

Again please accept my apology for the negative experience your family encountered traveling through Killeen and trust that I will personally address your situation with the Killen staff. If your travel plans permit we would like the opportunity to serve you and your family again in Killeen or one of our other locations. I sincerely believe your future travel experience will be more pleasant.

Thank you for bringing this to our attention. Without customer feedback we can not identify and correct deficiencies in our service.

Happy Holidays


Chris Sheffield
Regional Manager
Colgan Air- CO Connection
College Station, Texas 77845

[Silent Bob]

The only time I've ever ran into a problem, when dealing with continental and rebooking to another airline is when I deal with their reservation. They seem oblivious to the fact that they actually can rebook you on another airline (especially during whether, maintenence cancellations and delays) and will either flat out refuse or say go to the service center. If the line is super long at the service center, I can usually go to the ticket counter and get the same assistance and they would not only rebook me on another airline, but will do it without my asking.

wait what was the question again? p

[PHXFlyer]

Aftewr all you nay-sayes said my suggestion to contact Colgan directly was wrong countrynewsman received a timely reply to his inquiry. Had he gone through Continental would this reply had come so quickly? I think not.

As was stated in your apology letter, I would definitely call Continental to see if they can re-imburse you for the added expense of actually purchasing those first class seats. Although the COC clearly states they are only obligated to re-book you in the same class it would have clearly been at the deiscretion of a true CO employee to do so given your situation. If you need further assistance in this regard I have a name and e-mail address of a VP @ Continental who might be able to help you. Please PM me if you need his contact information.

[countrynewsman]

I think the COC does read that they could have been put in the empty first class seats.
==================================================
i)Transport the Passenger on its own flights, subject to availability, to the Destination, next Stopover point, or transfer point shown on its portion of the Ticket, without Stopover in the same class of
service, at no additional cost to the Passenger, provided that a Passenger who paid a Coach fare may only be transported on a flight in First Class or Business First Class Service subject to seat availability and if such flight will provide an earlier arrival than CO’s next flight on which coach space is available

The underline is mine.

[PHXFlyer]

Originally Posted by countrynewsman

I think the COC does read that they could have been put in the empty first class seats.
==================================================
i)Transport the Passenger on its own flights, subject to availability, to the Destination, next Stopover point, or transfer point shown on its portion of the Ticket, without Stopover in the same class of
service, at no additional cost to the Passenger, provided that a Passenger who paid a Coach fare may only be transported on a flight in First Class or Business First Class Service subject to seat availability and if such flight will provide an earlier arrival than CO’s next flight on which coach space is available

The underline is mine.

Right. Which is why I didn't think you should have not paid the additional fare from coach to first given your circumstances. Contact the "We Care" line @ 800.WE.CARE2 (800.932.2732). If you have any problems with them, send me a PM and I'll give you contact information for a VP who can help you.

[countrynewsman]

Thx PHXFlyer. I just received a call from a lady with Continental. She advised me that they are investigating my complaint based on my email message to...yes...Larry Kellner, CEO. Stay tuned.

[ChrisH]

The problem with booking on other airlines, is that if Continental books you on Delta, for example, they have to pay Delta for that fare. Airlines do not transfer passengers, between each other, for free. The other airline will want to be paid, and it will be the transferring airline, that will pay.

In situations where a delay, or cancellation occurs, due to weather, or some other factor that the airline does not control, they will not be eager to book you on another airline, or offer vouchers, etc. I personally will keep a passengers on the airline I work for, in a delay/cancellation situation, resulting from weather, etc., as long as I can get them to their destination within 24 hrs. Beyond that, I will book on another airline.

[countrynewsman]

These were Continental flights booked on Continental's website. CO9556 and CO150. 9556 was delayed due to a mechanical causing a missed connection to 150. The next flight on Continental, about three hours later, had the two first class seats available and I had to pay the difference in fare in order for the kids to get home.

[countrynewsman]

Well...my friends...I just received a call from Continental. THEY ARE REFUNDING THE AMOUNT I HAD TO PAY. Ah yes...today is a good day.

[jimworcs]

Well done, and thanks for letting us know. It is good to know that persistence can pay off..