Continental Airlines / Continental kicked me off my flight!
I booked my flight in January, 2017 for May 20, 2017. The flight was from Newark international airport to Las Vegas McCarran Airport. My ticket and my friend Erica's ticket were booked under the same reservation with the same credit card.
Two days before the flight, we went on the website to confirm the flight and to see if we could book our seats next to eachother. The website said that Erica's ticket has been cancelled.
We immediately called up Continental's customer service number and were both on hold for over 45 minutes (by this time it was approaching midnight). The customer service representative said that Erica's flight was cancelled online and the only way to get her back on the flight was by paying the current day's price of the flight (over $800, we paid $288 originally). They would not even give us the credit for what we already paid, that was lost, and the only thing they could do is waive the $200 cancellation fee.
Neither of us cancelled the flight online. I asked to speak to a manager. The manager was EXTREMELY rude (named Robin Morris) and told us that the reservation was split, and that my flight was still booked, but Erica's was cancelled. She kept insisting that it was us that cancelled it, and accused us of lying. She said "either she doesn't go, or you pay the $800 to get her back on the flight". When I asked if there was anybody higher up that I could speak to she said she was the highest up. (by now it is past 12:30).
After Erica, Erica's father, and I all tried calling customer service to get this issue resolved with no success, we decided to go to Newark airport to see if there was somebody we could speak to in person. On the way to the airport, I decided to give it another shot by calling Continetal Customer Service again. The lady I spoke to then was the most fishy out of everyone. She listened to the details of my problem and then put me on hold for about a half hour while she looked into it until she came back to the phone.
She said that Erica's flight was cancelled a month prior to when we called, and that mine was also, but that somebody named Michael called up the day before and reinstated me on the flight. I asked if my card was charged anything extra, and she said no. (Michael is my boyfriend, and a joint member of my Continental onepass account) Michael never called them up. I asked why they couldn't just simply reinstate Erica's flight like they did mine, and they said we would have to pay the difference (at this point, 2 hours later the flight was over $1000).So i said, "so you're saying the flight went from $288 which we paid originally to over $1000?" and she replied "Yes." which i knew was a lie because my sister was travelling the same day as us on a Delta flight, and had wanted to switch on to flight but didnt because it had been over $800 the entire week before the flight.
I asked why I wouldn't be notified about all of these changes taking place to our flight and they insisted that they sent emails that were received by my email address. (I only received emails with specials from continental.com and my onepass statements because i am a Continental debit card holder)
I finally had my boyfriend call and he spoke to a nice gentleman who put Erica back on the flight with no problem, but by this time it was past 3 am. I had all of my finals the next day and was up all night. But in any case, I dont understand why they did it for Michael and not me or Erica, when he had nothing to do with our reservations. He could have been a terrorist, stalker, or serial killer, and they wouldn't know. I fly with Continental about 3 times per year and I am extremely concerned for my safety and security. I was up all night and it was one of the worst customer service experiences that I have ever been through. Something must be done to their website to ensure the safety of their online customers.
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