- Report: #4152
Complaint Review: Continental Airlines - Lafayette Louisiana
-
Author Confirmed
Why?
Continental Airlines
Lafayette, Louisiana, U.S.A.
Web:
N/A
Categories:
Business Rating:
(0)
Tell us has your experience with this business or person been good?
The problem started with flight 2998 from Houston to Lafayette LA on 9/2/00. I was told at the gate that the flight was delayed for approx. 25 minutes. After hearing Continental employees talking between themselves I heard that the plane had been grounded in Beaumont TX since 8 am that morning and that the crew was told to go home.
This was a different story than what I was told at the gate. I was told that the plane would be in and that they could not tell me what time. After hearing the employees discussion and realizing that nobody could tell me when my flight would be leaving I decided to take matters into my own hands and change flights to the next available to Lafayette.
After waiting two hours the flight I switched to was delayed 35 minutes when I attempted to board I was pulled aside and told that my ticket had to be synched although I am still not sure what that means and no one could or would explain it to me. The whole plane had boarded and I still had no pass for that flight the gate attendant announced that boarding had been completed and proceeded to lock the gate door after the heated discussion with the gate attendant I was allowed to board the plane.
My luggage was not in Lafayette when I arrived. Upon asking advice on how to obtain my luggage I was told that I would have to wait for about an hour and a half until the next flight from Houston arrived and that there was no home service offered for my luggage. My luggage arrived 2 hours after I did. On my return trip from Lafayette to Houston en route to Seattle on flight 2961 9/5/00 I was again delayed. The delay to Lafayette to Houston was one hour and I was guaranteed that I would make my connecting flight in Houston to Seattle, which was flight 1469.
When I arrived in Houston flight 1469 had left. I was told to proceed to another gate across the airport to make arrangements for another flight. The gate attendant/counter person instead of assigning me a seat placed me on a stand by list. I attempted to explain my situation to her I was told that I would just have to wait and see if there were any cancellations before I could get a boarding pass.
After waiting 2.5 hours and talking to the counter person 3X and explaining that I missed my connection because of a Continental delay I was told that the next flight would be the next morning, but no specific time was given. This was unacceptable I should have had priority on the evening flight 1851. After another heated discussion an off duty Continental employee had her seat upgraded to first class and I was allowed her coach seat.
If I would have not demanded to be placed on that flight I would have had to wait for the next morning flight when there where approximately 20 empty first class seats on flight 1851. I know this because I was the last person to board the flight and I saw the empty first class seats.
I began a complaint process with Continental after I returned and was given a email form letter by Seema Qureshi and I was told that I would receive a good will gift for my trouble and that procedures in Houston / Lafayette would be improved. I never received anything from Continental except a form letter apology and I cannot get Seema to return any correspondence now.
I have tried on 5X. From this experience from flying Continental I sternly cannot recommend this airline to anyone. It is a travesty when 5 of my six flights were delayed with various and numerous customer service problems. The gate counter person in Houston and Lafayette should be reprimanded for their inability to provide HONEST and competent customer service.
I did not appreciate the just wait I'm busy attitudes of the Houston staff in particular and the come back later for your luggage in Lafayette. The negatives outweigh the positive aspects about this journey by a long shot.
Click here to read other Rip Off Reports on Continental Airlines
This was a different story than what I was told at the gate. I was told that the plane would be in and that they could not tell me what time. After hearing the employees discussion and realizing that nobody could tell me when my flight would be leaving I decided to take matters into my own hands and change flights to the next available to Lafayette.
After waiting two hours the flight I switched to was delayed 35 minutes when I attempted to board I was pulled aside and told that my ticket had to be synched although I am still not sure what that means and no one could or would explain it to me. The whole plane had boarded and I still had no pass for that flight the gate attendant announced that boarding had been completed and proceeded to lock the gate door after the heated discussion with the gate attendant I was allowed to board the plane.
My luggage was not in Lafayette when I arrived. Upon asking advice on how to obtain my luggage I was told that I would have to wait for about an hour and a half until the next flight from Houston arrived and that there was no home service offered for my luggage. My luggage arrived 2 hours after I did. On my return trip from Lafayette to Houston en route to Seattle on flight 2961 9/5/00 I was again delayed. The delay to Lafayette to Houston was one hour and I was guaranteed that I would make my connecting flight in Houston to Seattle, which was flight 1469.
When I arrived in Houston flight 1469 had left. I was told to proceed to another gate across the airport to make arrangements for another flight. The gate attendant/counter person instead of assigning me a seat placed me on a stand by list. I attempted to explain my situation to her I was told that I would just have to wait and see if there were any cancellations before I could get a boarding pass.
After waiting 2.5 hours and talking to the counter person 3X and explaining that I missed my connection because of a Continental delay I was told that the next flight would be the next morning, but no specific time was given. This was unacceptable I should have had priority on the evening flight 1851. After another heated discussion an off duty Continental employee had her seat upgraded to first class and I was allowed her coach seat.
If I would have not demanded to be placed on that flight I would have had to wait for the next morning flight when there where approximately 20 empty first class seats on flight 1851. I know this because I was the last person to board the flight and I saw the empty first class seats.
I began a complaint process with Continental after I returned and was given a email form letter by Seema Qureshi and I was told that I would receive a good will gift for my trouble and that procedures in Houston / Lafayette would be improved. I never received anything from Continental except a form letter apology and I cannot get Seema to return any correspondence now.
I have tried on 5X. From this experience from flying Continental I sternly cannot recommend this airline to anyone. It is a travesty when 5 of my six flights were delayed with various and numerous customer service problems. The gate counter person in Houston and Lafayette should be reprimanded for their inability to provide HONEST and competent customer service.
I did not appreciate the just wait I'm busy attitudes of the Houston staff in particular and the come back later for your luggage in Lafayette. The negatives outweigh the positive aspects about this journey by a long shot.
Click here to read other Rip Off Reports on Continental Airlines
4 Updates & Rebuttals
MARY
BUTLER,Pennsylvania,
U.S.A.
SORRY FOR YOUR TROUBLE
#2UPDATE EX-employee responds
Thu, November 11, 2004
I AM AN EX FIGHT ATTENDANT FOR CONTINENTAL EXPRESS AIRLINES YOU DONT KNOW HOW MANY TIMES I HAVE HEARD THE SAME STORY BUT GUESS WHAT IT HAPPENS IN ALMOST EVERY AIRLINE OUT THERE YOU HAVE TO EXPECT DELAYS AND CANCELLED FLIGHTS IT IS OUR JOB TO PUT THE PASSENGER SAFETY FIRST SO IF THE FLIGHT IS CANCELLED DUE TO WEATHER OR A PROBLEM AIRCRAFT YOU SHOULD BE HAPPY THEY DIDNT PUT YOU ON AN UNSAFE FLIGHT AS FAR AS FINDING OUT FROM A CREW MEMBER ABOUT A CANCELED FLIGHT I WOULD BE MAD TOO IM SORRY YOU HAD SUCH A BAD EXPERIENCE ON CONTINENTAL TRY CALLING CUSTOMER SERVICE AND THEN SPEAKING TO A SUPERVISOR I CANT REALLY TELL YOU MUCH ELSE TO DO I ONLY HANDLED THE INFLIGHT PROBLEMS CONTINENTAL IS ONE OF THE TOP AIRLINES AND WE TRY VERY HARD FOR OUR ON TIME ARRIVALS I HOPE IT ALL WORKS OUT FOR YOU AND YOU GET SOME SORT OF COMPENSATION FOR YOUR TROUBLES I KNOW WE HATE TO LOSE A VAULED CUSTOMER SO MAYBEY IF YOU GIVE US ANOTHER TRY YOU WOULD SEE WERE NOT ALL THAT BAD GOOD LUCK!
Wendy
Upper Marlboro,Maryland,
U.S.A.
Advice for your next flight --
#3Consumer Suggestion
Thu, July 15, 2004
I'm sorry that you had such a bad experience with Continental. I fly quite frequently (2x/month at a minimum) and would just like to pass on some helpful hints. If at all possible, carry all of your necessary items with you as carry-on luggage. On almost all flights, they will let you drop off a small amount of "extra" carry-on luggage at the gate before you board the aircraft. That way, if your luggage does get delayed or left on another flight you will have your essential items. On most "jet" flights, (flights that don't seat more than 50 passengers), there's a good chance that your laptop case will need to be checked in at the gate before boarding. You will get that luggage back as soon as the plane lands - don't worry, its not going anywhere without you! Always ask the airline what the seating capacity is for the aircraft that you will be flying. The answer to this question will help you when deciding which items to pack in your carry-on luggage. Another word of advice on losing your luggage or not getting your luggage when you land --- If you are connecting to another flight, it is BEST to choose connecting flights that are at least one hour apart. Before you dismiss the logic here, think about how fast you may have at one time or another had to sprint from one end of the airport to the other. If you were running for dear life to catch the next flight, imagine what the airline is going through to get your flight to its connection. Its also important to note that giving yourself at least one hour between connections gives the airline extra time to get your luggage to the next aircraft that you are flying on, even if your first flight arrived late! I hope your next flight is better. Remember, landing safely makes even the worst flights tolerable!
Mark
Corona,California,
Not going to fly???
#4Consumer Comment
Wed, August 28, 2002
I travel on airlines at least once a week. Many times on various carriers due to the destination. In my travels I have experienced many hardships, problems, delays, etc. However even with this I am amazed at how these carriers manage to operate. So many aircraft, so many passengers, it is really incredible.
I have read many of the comments on this site. Most of all them end with "Don't ever fly xxxx airline" or "We/I and my family & friends will never fly on xxxx airlines". I have noticed that almost every major airline has been listed.
So... if we don't fly what are we going to do... ride Amtrak - Now you can complain!
Remember this is not from an airline or travel employee, just a simple everyday passenger.
Nancy
Denver,Colorado,
Rebuttal to Flight from Hell
#5UPDATE EX-employee responds
Tue, April 30, 2002
Were the delays due to weather or mechanical problems ? No amenities are provided in the event of a weather delay ie: hotel acommadations, home baggage delivery etc.
The " ticket synch " referred to is simply changing your ticket to match the new itinerary or outbound flight.
If you have a coach ticket then you are rebooked coach .You do not have priority over customers already booked and ticketed on the next flight. This is an effort not to compound the problem .
You should be able to get information on a delayed flight and not just overhear employees talking . This would make me a dissatified customer also .
Continental Airlines actually has a good reputation for customer service and ontime operations .I would suggest that you call reservations in this situation .
They can rebook and if you have an E-ticket they can synchronize it . They are also empowered to handle complaints. Airports are very hectic in a delay situation . Customers can save some headaches by calling reservations.
