[theyb]

I would like to share my story with the recent trip with Continental. I have booked a flight with continental from ewr-pbi and pbi-ewr for me and my wife. When I bought the ticket, I have made a change to it after a few hours and customer service informed me that the change was completed. the change was a date change of the return flight. The confirmation email and fax showed the updated change.

Long story short, on the way back to EWR on the PBI airport, me and my wife was able to check in and pass security. At about 30 min prior to boarding ( Yes, 30 min prior to boarding; was able to check in and pass security), i was told that my wife does not have a ticket (obviously a ticket was issued to my wife with her name and a seat assigned) unless I pay $303. Apparently, when they were making the change to my ticket, only myself had areturn ticket and my wife was refunded the amount of $114. I honestly do not check my credit card for refund or charges as I was relying on the confirmation email and fax confirmation. I basically had a choice of paying $303 or leave my wife behind ( remember that this is 25 minutes prior to the flight; did I really have a choice?)

When I complained to continental, they basically said that my complain has no basis since they apparently refunded me the $114 and have to pay the $303 value of the ticket.

I believe that my complaint has merit, since an email and fax details showed my wife has a ticket and a seat number ( i was even able to change our seating a month before the flight) so this would show that we are registered in that flight.

I do believe also that the fact that we were issued a boarding pass and passed security in PBI means that we are registered and booked in that flight.

Do you think that I should continue on with my complain or move on and suck up the $303?

[azstar]

If it was their error, by all means pursue it! If they were supposed to change both tickets and refunded a non-refundable ticket, then it was definitely their error. If you don't get anywhere, contact chris elliott at elliott.org for assistance.

[jimworcs]

You have documentary evidence that they confirmed your reservation on the flight? If so, I would consider small claims court. The airline are being utterly unreasonable. On this basis, the airline could randomly start just cancelled every passengers return ticket without telling them, refund the lower advance purchase rate and then demand the higher last minute rate for the flight. It is wrong and I am sure you would win in Small Claims. I would fight this, and copy your complaint to the DOT.

[theyb]

thanks for the help.

[theyb]

I contacted Continental using the contacts on http://www.elliott.org/ site and got a response teh same day. Continental is willing to refund the amount difference. I would say that this issue will get resolved soon. Thank you everyone for all the help.

[jimworcs]

It is pleasing to see that they are resolving this, but how many passengers have been ripped off by employees initially refusing to remedy the wrong, hoping they won't pursue it? This is a Delta tactic which seems to be spreading. It is outrageous.

[theyb]

I definitely agree with you. I almost gave up on my case until I found this site.