[sporter410]

My husband and I missed our honeymoon cruise (first ever cruise for me) and missed family that was waiting at the gate to go with us. We did not realize you had to ck in 1 hr ahead for international; our e-ticket stated on the bottom 30 minutes. We were at the counter signing in for our flight and it said to check in at gate. That was at 8:12(12 minutes lates). When we told the attendant, she said we would have to schedule another flight, but no other flight would get us there in time to catch the cruise. She called the gate again and told them we had a cruise; they obviously didn't care. She called a manager over and she also tried to call the gate. They didn't answer. She called again while they were still trying to see if there was any flight to get us there in time for the cruise. When she called the last time, which was now 8:25, she told them she could walk us thru and be at the gate in 10 minutes. She put the phone down and told the other attendant that they hung up on her!
We have been so upset about the fact that despite the 12 minutes, the attendant at the gate, could not be more understanding of the situation. Family was waiting at that same gate and we would miss a cruise. Missing the honeymoon cruise was bad enough after all the planning we did to get ready for it, but most of all, we are so upset because my husband's 87 year old mother who had been waiting for us to go on a cruise with her has now been disappointed.

My husband is a teacher and he can not go after a certain time and I had planned my vacation at work for quite some time now and the rest of the summer is booked by other employees for their vacation time so we could not reschedule the cruise.

His mom, who had purchased our flight ticket in the first place was willing to pay for us to fly to Juneau, Alaska to get on the cruise there when they docked. She e-mailed the next day to see if we could work that out. The cruise was also going to allow us to come on then, but CONTINENTAL AIRLINES would not honor the ticket to fly back at the original price and wanted to charge us 1200 a ticket. We just did not have the finances to do it. All they had to do was honor that so we could board at Juneau and it would have made this horrible experience to be worked out. It would have given them that chance to live by what their phone number reads, 1-800-"WECARE2." That is a joke. We have been so stunned by their uncaring attitude at trying to work with us. The airlines has no idea what trauma this has caused. I wake up at 4, have angina pains, and anxiety attacks. All over 12 minutes, which I know now we were suppose to be there at 8:00, but they could have worked with us to help it all work out.

My husband and I both filed a complaint with the airline; he by e-mail and I called. They would not try to make things right at anytime that we have contacted them and we have tried several times.

I know my friends at work, at the vet, and family that I have talked to all have a negative attitude towards CONTINENTAL AIRLINES now. They are all shocked at this also.

So, if you plan on taking a trip, maybe you should see if anyone else other than CONTINENTAL flys to where to want to go.

[jimworcs]

This is the kind of nasty, spiteful behaviour that is becoming all too prevalent in airlines today. The Juneau solution would have helped keep the customer happy, at NO COST WHATSOEVER to Continental and allowed this family to have their holiday. Instead, Continental sought to exploit them and make more money out of them by charging them $1,200 each just to take the flight they were already booked on and had paid for. It is nasty, heartless and this industry is badly in need of reform. It needs greater regulation and increased competition. It is scandalous.

[AviationATY]

Originally Posted by jimworcs

This is the kind of nasty, spiteful behaviour that is becoming all too prevalent in airlines today. The Juneau solution would have helped keep the customer happy, at NO COST WHATSOEVER to Continental and allowed this family to have their holiday. Instead, Continental sought to exploit them and make more money out of them by charging them $1,200 each just to take the flight they were already booked on and had paid for. It is nasty, heartless and this industry is badly in need of reform. It needs greater regulation and increased competition. It is scandalous.

Perhaps because you are English and used to government meddling but really.... greater regulation? Yes, the TSA and FAA are so effective! Just what we need more government intervention.
Increased competition? Name a market where there is more competition than the US market, at these price points.

[jimworcs]

Name a market where there is more competition than the US market, at these price points.

Europe

Name a market where there are higher standards of customer service:

Asia and Australasia
Middle East
Europe

[NewJerseyDevils]

Originally Posted by jimworcs

Europe

Name a market where there are higher standards of customer service:

Asia and Australasia
Middle East
Europe

Where is British Air registered to conduct business because during their strike I was left stranded in the UK with no help at all.

[NewJerseyDevils]

May I add that the American carrier Spirit Airlines offered $100 credit for future flights. That's $100 more than British Air.

[jimworcs]

I wouldn't necessarily hold out British Airways as the model European Airline, but even on their worst day, they are 10 times better than Delta for example. You will find individual horror stories for every airline, even the best, such as Singapore Air or Cathay Pacific. However, take a look at Skytrax and look at the averages when thousands of people, all of whom are real customers, rate their service. US based airlines have plummetted from the top to near the bottom over the last 20 years. That is not just an impression, that is an objective fact based on hundreds of thousands of testimonials...not on whether you once had a bad experience of BA.