Continental Airlines ~ Why are you so terrible?

I have had to make 2 phone calls and been on the phone for more than 30 mins for both calls to change my return flight from Singapore.  I am actually still on hold since the website cannot process the ticket change. I would like a refund on all change fees because being on hold for close to an hour is unacceptable, especially when the website advertises that these services can be completed online.  I'm a US Airways PLATINUM dividend mile member and this experience is extremely frustrating and should not occur PERIOD. The cost of the international phone calls from my mobile will be close to the change fees that will be passed onto me by Continental Airlines. Terrible... Just terrible.

 

I've forwarded this information to Continental, a Customer Care case has been created for my request.

 

Reference number: 5179913

 

Anyone want to wager as to whether I'll have to call 1800-932-2732 to resolve this issue further?

 

Here are the initial comments from the Customer "I DON'T CARE" Worker.

• She says Continental Won’t refund any fees ~ even after spending over an hour trying to get someone on the phone and another 10 minutes for her to try to price the ticket.
• I informed the woman on the phone that the ticket was $50 more and $250 for the change.  I was able to see this online.  I had to repeat this information twice.
• The reason I had to call was that the Continental website, take the credit card verification info.  I had to repeat this information twice.
• What's the point of having voice recognition for the flight details when the call is answered if this information is not passed on?

Now I'm supposed to believe that the worker is going to rebook my ticket and that I can hang up, since I already know what the price will be.  She evidently can't get anyone to verify the price that appears on http://www.continental.com/. 

Looks like I may have another battle on my hands.

THE WIRK

US Airways did the right thing ~ A travel nightmare is resolved favorably

US Airways just earned back my business and should be acknowledged for doing the right thing.  For frequent travelers, it's imperative that we receive timely, correct, and helpful assistance and I applaud US Airways for their level of service. 

After missing my flight I called US Airways to hear my options.  The reservations agent charged me a fare difference and a change fee when I missed my original flight as opposed to advising me to hustle to the airport.  Coincidentally, I arrived at the airport within the 2 hour window, and found a ticketing agent who was especially helpful and empathetic to my situation.

I travel so much, my dad asked me if I'd seen "Up in the Air".  I actually want to watch the movie, "Going the Distance", but I'm never in one place long enough to see it.   The irony. 

Regardless, "THANK YOU, US Airways."

For the details see below.


THE WIRK
-----------------------------
Dear Ms. Wirk,

Thank you for contacting the Passenger Refunds Department.

We have reviewed the file and a refund in the amount of $150.00 was issued to an American Express Card ending in XXXX today. This transaction should post to the account within 7 to 10 business days and appear on the statement in one to two billing cycles.

Also, a refund in the amount of $441.00 was issued to an American Express Card ending in XXXX today.  This transaction should post to the account within 7 to 10 business days and appear on the statement in one to two billing cycles.

We know that you have many choices when it comes to traveling and we would like to say thank you for choosing US Airways.

XXXXXX XXXXXXXXXXX
US Airways Refunds

Ticket Numbers: XXXXX  XXXXXXX

Original Message Follows:
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Salutation: Ms.
First name:
Last name: Wirk
Company name: http://www.TheWirk.com
Country: United States
Address name:
Address name2:
City:
State:
Zip code:
Dividend miles number: XXXXXXX
Email address:
Home phone:
Category: Complaint
Travel time frame: Travel completed
Nature of feedback: Reservations
Departure City: DCA
Arrival City: Las Vegas, NV (LAS)
Flight number: XXX
Travel date: XX/XX/XX
Confirmation code: XXXXXX
Airport information: me
Comments: I am a silver preferred member and I was delayed getting to the airport on Friday, 10/22. I thought I was doing the right thing by calling reservations to make sure I could go on the next flight to LAS.  I was told I needed to pay the fare difference and a change fee. I was not told that I could go to the airport within the 2 hour window and be rebooked at the airport. I did arrive at the airport within the 2 hour window and the ticketing agent (Tamara S) and her supervisor (Mike) told me that I should request that you consider a refund to my credit card. I am a frequent traveler, and I am very upset that $440 was charged to my account (fare difference) and an additional $150 (change free) unnecessarily, since I was within the 2 hour window. I thought I was doing the right thing by calling reservations, but it actually hurt me. I'm a gold medallion member on Delta. I have a travel blog http://www.TheWirk.com and I would like to have a positive US Air experience to write about. Rght now I'm very disappointed and would like to request a refund since I would not have been charged those fees at the airport.

Message generated on www.usairways.com at 10/26/2010 10:15:25.