[scada]

I took a trip from California to Texas to see family for thanksgiving, the way there was fine with no problems. although, on the way back my flight was delayed from killeen tx to houston tx with no information as to why until the next morning. I was told that my options were to either take the flight to houston and stay in a hotel overnight or i could stay with my family and get on a flight in the morning. The guy who helped me "Keith" had informed me that my flight would be at 10:37 AM so i arrived at the airport around 9 to check-in and was told that my flight wasnt scheduled until 3:43PM...Isn't that lovely so i go back to my sisters place and arrive to the airport again around 2 to check-in my sister was nice enough to stay with me until 3:15 and by the time it was 3:30 my plane still had not arrived and turned out to be delayed...I went downstairs to speak with a staff member since no one was upstairs other than security, and noticed no one was at the counter. I waited 20 minutes for someone to tell me the flight had just arrived and that i would have 40minutes to make it to my next flight..The plane actually had not arrived yet and we did not board until 4:30PM...We hit the ground at 5:38 PM and didnt get off the plane until 5:43 - leaving me with only 7 minutes until my next flight was supposed to take off. I took the train to my terminal and ran to the gate arriving at 5:51 to the lady closing the doors - i told her i was supposed to be on that flight but was told they would not let me on............When i spoke with customer service the man i spoke to was very short and rude to me, i insisted to get a first class flight to orange county yet he did not care about any of the inconviences i had to go through (representative named Joseph O'Brien) i finally did arrive to orange county at 10:15 PM the next day i was supposed to yet did not get a first class flight even though there were seats open - they had informed me i would have to pay more even though all the delays were not my fault and i had to miss work due to this.


I WILL NEVER FLY CONTINENTAL EVER AGAIN!!!!!!!!!!!!!!

[jimworcs]

One of the most frustrating aspects of the lack of customer care in airlines is the lack of information. All the tools are available to communicate with customers about delays, problems, lost bags, etc....but the airlines instead create unwieldy systems that involve talking to people in India who have no authority to fix the problem. Screens with direct information from Operations, Apps and text messages are all available to assist communicate with customers, but instead you get employees who either lie or simply don't care enough to find out what you need to know. It is pathetic.