[Good Guest]

I have waited over one month for a reply to my complaint letter to Continental with no reply. I thought there is a remote chance the letter was lost in the mail, so I did their online form about two weeks ago. Still no reply. I waited so long to give them the benefit of the doubt. No reply to this day. That is low class. We usually fly United but were placed on CO 1125 for a return to the mainland from Honolulu last December. Sadly, the pilot passed away (some time prior to the flight we have since learned) and the flight was delayed to the next morning. What had everyone disgusted is the fact that we were told 20 mins before the flight was to depart (9:30p). Then the miserable night ensued. We were given bits of information only after a few passengers loudly pressed. After standing in line for over an hour we were then sent down to the "lobby" (ticket counter) to stand for nearly 3 more hours with little or no information. Seniors and disabled were very uncomfortable and everything was closed at the airport. The few staff members there were glacially slow in trying to reroute customers and get them a room for the night. We finally got a voucher for a hotel quite a ways distant and this was at 1:00a. When we got to the hotel they refused the voucher! The airline clerk had not called ahead to make sure we would be accommodated. Luckily we caught our cab driver and went back to the airport to sleep on benches until the morning flight. You think they might have offered a free breakfast or at least apologized, but nothing. The crew just seemed robotic. What a dishonor to the person who passed away. We feel sad for the pilot and his family but the Continental Staff did nothing but make his company look bad. We have booked flights again and are avoiding Continental and United (now one company). A little communication and customer service could have gone a long way. It seems there is little training and that the employees feel they are at war with the flying public.

[Good Guest]

If you read the prior post you wil see how upset I was (using a nice word). Well TODAY I received a written reply from Continental. They totally mis-stated the facts but did apologize. To be fair I have to give them credit for at least answering. They also issued two one-way vouchers (equivalent), so we feel better, but not really satisfied. If we use the vouchers we then most likely will need to supplement them with $$$ to take any type of flight and we are not looking forward to ever flying on this carrier again.