[seattle flyer]

It was a bad start in Houston. Bags were piling up behind the Elite Access Counter.
My bags along with 20 more customers did not make the flight.

I understand the equipment sometimes broke down & cause delay. But the responses I got from Continental were unacceptable.
The agent at the Lost Baggage at Sea-Tac lack local knowledge (she does not know the city I lived in even though it is only 30mins from the airport & have 250,000 residents) & cares. I was told my bag will be 3hrs late(5:11pm) and a carrier will deliver to my house.

I call second time around 9:00pm. I was on hold for 25mins. This agent told me that my bags transferred to the carrier and will arrive within a 4hr window.

I stayed up & called again at 2:00pm. This time the story was “…………they don’t deliver to a residential address after 10:00pm due to security………..”

I called again this morning. The holdtime at 45mins. My bags are out on delivery …..another 4hr window.

I am still waiting.

Continental was a great airline before. I had been a Elite for many years. This encounter definitely makes me rethink about Continental Their agent just does not care. The hold time is too long.

[Ombudsman]

Continental's service has indeed been on the decline since the merger with United. There will continue to be issues until they combine everything "under one roof" so to speak. Coming soon: the changeover to one reservation system. Judging by how well that went with the America West/US Airways and Delta/Northwest merrgeres it will probably be a nightmare.

Is Sea-Tac a regular destination for you? Alaska now has non-stop service from IAH to SEA and one of the best track record for baggage handling. What's more if your bag arrives late they give you miles or a discount voucher and not just lip service. You can also get status on Alaska with just 20,000 miles while United/Continental's first tier is 25K. Keep in mind that next year will bring big changes to OnePass when it is merged into Mileage Plus. The elite qualification will be based not only on miles but dollars spent. Also, miles will expire when they did not under OnePass. Maybe this experience will have you looking elsewhere and Alaska is a gret airline overall.

[jimworcs]

Ombudsman is right. The only way to have an imact on airlines who provide poor service is to switch carriers...

[seattle flyer]

Mr. Ombudsman from CN T........Is it really you?

Alaska fly daily but with only one flight. SEA-IAH 11:25am-5:40pm.......with Houston's traffic...........very hard to make dinner.
IAH-SEA one flight daily 6:30PM-9:24PM .......make it a long day.
Alaska has gogo but no Direct TV. .......I like Alaska. I am MVP G.


I finally got my bags @11:00am the next day.
I called back Continential (another 40min on hold). Finally a lovley voice on the other side, she first think I am lucky to get my bags(smart & seamless integration from wheresmysuitcase@airportbags.com )

When I ask for compensation, she offer me $75.
When I mention Airline Compliants. org, she offer me $100. Her tone of voice changed. Her pace quicken. She spoke faster.She tried to wrap it up. She asked stupid questions like my address.

Come on..........they knew my address.

Even the dumb one at Continential's Lost/Found & Delay knew my address.............she just does not know my humble little city with 1/4 million residents.

I also e-file compliant with Con. I answered their survey twice. Once a brief one. Second time in depth.
Can't wait to hear from Con.

[Ombudsman]

Good guess...but no. Anyway, I prefer to remain anonymous but will help anyone as much as possible with suggestions or refer them to our website if further assistance or intervention is requested/needed.

I'm glad to hear your bags finally caught up to you. Happy Holidays!