Continental Airlines Customer Service Complaints - page 3

I have been on the phone waiting for United Customer service for over 5.5 hours. They are pretty lame.

i have been a loyal customer for years and also have a continental credit card;so for years i have been saving my miles so i can fly to italy using my points and guess what, yep "oh sorry but there are no seats available to use your points with,during the summer you usually cannot use points" i was told. when i called and e-mailed to ask why should i keep flying continental and use their credit card if and when i want to use my points i am denied; which was twice already,they said that a representative will get back to me; i am still waiting. seriously with all these complaints that they receive, when is upper management going to wake up and take car of their customers. are they afraid of increasing their business and in turn increase their profits. maybe thats not how it works anymore.

I'm in the USA Army stationed in Germany. I booked tickets for my self, wife and 3 kids to go back to the states for leave. I received an email saying the airline was unable to confirm my flight do to limited seat availability. So I booked another flight and guess what was not able to confirm it do to limited seat availability. Now I'm trying to get both of my credit cards charges reversed. Been on the phone for over 2 hours with a non English speaking rep that has no clue what he is talking about. He is trying to tell me that the money has been sent back to the cards. Was on the phone with my cards 10 minutes before calling Continental saying there is a 4K pending charge from Continental. Of course Continental says that my cards are not in the system and when I ask to speak to management I get told they are not around. Now I know why every one tells me to stay away from Continental. This is the worst airline I have ever deal with. I have been all over the world with the Army from Korea, Hawaii, Germany, and all over the states. Should have gone with the Military flights back to the states.

I have been trying for 3 days to get someone on the phone to book my dog on flight from Mexico to Seattle. How many hours must someone hold together things handled. I buy between 10 to 20 tickets each year. I will pay a higher ticket price with another airline just to get better service. They sent my dog as cargo not luggage when I came to Mexico in January and it cost me $800 to get him out after calling an attorney. He had been in a kennel and had run out of water after 20 hours. We had o force thm to release him to us after we paid the money. This was because continental booked him as cargo not luggage. I really hate this airline but am forced to fly back home with them.

United Airlines SUCKS. This company has no idea what Customer service is. Exactly why I encourage all my family and friends to NOT fly with United. Southwest Airlines understand how to provide service. When I called your customer Service (UNITED) I was put on hold for an hour and a half. This time it says 24 minutes. This is ABSURD. YOU SIMPLY STINK AS AN AIRLINE. Your CEOand executive staff ALL need to be FIRED.

I HAVE BEEN TRYING FOR OVER A WEEK TO BOOK A TRIP TO ITALY, I HAVE BENN ON THE PHONE AT TIMES FOR OVER Q2 HOURS . THIS MORNING IAM HOLDING FOR APPRX 2 ANDL/2 HRS. I STILL ON ONE COMES ON. I GUESS CONT /UNITED DOES NOT WANT MY BUSINESS. I WILL NOW TRY A ADIFFERENT AIRLILNE AND WILL PROBABLY HET BETTER SERVICE

A month before the change over from continental to United, I had to cancel my international flight. I canceled online, but I didn't get confirmation. I called repeatedly b/c I was trying to get my frequent flyer miles back that I used to purchase the flight. I also emailed to make sure that the message was received. Several nights (Feb. 14-16) I tried to call, but the international line kept me on hold for more than an hour. I had surgery and was not able to follow up until last week (after I was supposed to have flown) and I saw the flight had not been canceled. When I saw that it hadn't been canceled (March 6th or so), I started calling every night. I've been on the phone for over an hour and have never gotten through. I've emailed again--giving reference numbers to the flight, former emails...and there has never been more than an automated response.

I have been flying with your Airlines for many years to Texas. I have had problems before with luggage, none of which were ever replied to by you. So, I am filing a complaint this time, if no answer from you people, I will contact Andy Sheehan of KDKA. I was on a return flight #1547 on Sunday evening leaving at 7:20p.m. returning from Texas to Pittsburgh, Pa. I had a seat assignment 24C of which I thought would be great until a very large male sat in the middle seat. He was in half of my seat. His arms were in my seat, his legs were in my seat, therefore, I had to sit facing the asile no seatbelt, with my legs and part of my body were in the asile. I could not sit comfortably or properly. Had to sit in half my seat or less unsafe. A drink cart came through and hit my knee that was in the asile because there was no other place to put it.Needless to say, it was the worst flight that I have encountered in the 20 years that I have been flying. I spoke to a flight attendant about the situation, but she could no nothing because, the flight was full. She saw how uncomfortable I was and kept askinf if I was O.K. She could see that I wasn't. I paid full price for a seat that I did not receive. Don't get me wrong, I could clearly see that the large gentleman was uncomfortable, also. He had a seat and a half-part of mine, which I paid for. I would appreciate a reply and want to know what you are going to do about it? Charlene I

I so agree with everyone and the worst customer service in a company I have ever experienced. I my self will be transferring my frequent flyer miles and never using Continental/Unite again. A lady by the name of Ms Reman from the Houston Corporate office was terrible to me on the phone and when I ask for her boss's number REFUSED to give it to me. I am not dropping this at all and will continue to complain until someone listens and is NICE NICE NICE.

Donna

United Employee trying to call internal Employee Travel Desk
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March 15, 2012

Subject: Employee Travel Desk--or Beware the Ides of March

I am presently waiting my turn to talk to a travel representative in the Employee Travel Desk office. The recording says calls are taken in the order that they are received. I called at 950 this morning and it is now 400 pm so now I have been on hold for 6 hours and 10 minutes. That's right --6 hours and 10 minutes!!! I guess someone should be answering the phone anytime now. I really feel sorry for my fellow employees who called after 950 this morning--they may not get helped at all today. I guess you turn off the phones at 5pm and so we all will have to try again tomorrow if we can spend another day waiting to see if someone answers the phone.

Apparently some fellow employees must have some really troublesome and hard to deal with problems. Since I haven't been helped yet that means you have not assisted anyone who has called since 950 this morning. That would be okay I guess if you could help those who sent emails like me--but I haven't seen any responses to my emails either. I guess the time frame for answering an email is going to be counted in terms of days or weeks or months--since you cannot even answer a phone call in 6 hours and 10 minutes. I wonder what the staffing level, if any, comprises this so called Employee Travel Desk. Maybe it used to be called the Employee Travel "Help" Desk but the word "HELP" was taken out for obvious reasons.

I hope the actual customers that we have that buy tickets and things like that have an easier time getting someone on the phone if they need some help or they might just fly away to another airline. For an employee or retiree to fly away to another airline is a bit more difficult so it looks like for the most part we are stuck with the lack of service that we are experiencing.

It is now a little past 5 pm--over 7 hours on hold waiting my turn to speak with someone at the Employee Travel Desk.
You close at 5pm but the message keeps saying you are busy helping other customers and my call will be answered in the order that it was received. What a joke the Employee Travel Desk has turned out to be. This day was not a good day for Julius Caesar and it has not turned out to be a good day for me either. How about you Brutus?

I guess now my only hope is that you might possibly respond to one of my emails sometime before I die and it would be nice if someone could tell me why no one seems to be manning your phone system, but I won't hold my breath.

I have been trying to make some changes to my international bookings and my typical wait time has been 1 to 2 hours. This is not acceptable. The company (after the merger) has not come forth providing the truth behind the collapse of the reservation systems. Someone high up needs to be fired

I have been trying for days to call in to pay for my group reservation. Each time I am on hold for over an hour, to where I finally give up and try the next day. I have still yet to speak to someone! It's a good thing I'm not calling the day or even the day before my final payment is due - they probably would have cancelled my reservation for non-payment even though I have been trying to pay them for days! I've never had this problem getting through to Continental's group desk. They always picked up the phone within a minute or two. I have even emailed them asking them to call me instead - no response. This is ridiculously poor service.

I left United Airlines because they had the worse service now Continental merge with them service went down hill again. I been trying to call them for many days to redeem coups they have sent to me I keep getting the run around. I have over 200k miles with Continental seems like they don't care.Well time take my business some were else.Thanks Continental.

AN HOUR ON THE PHONE — AFTER SIX CALLS AND A 45 MINUTE ON-HOLD — TO GET A SPECIAL MEAL AND AN ECONOMY-PLUS SEAT. AT EXTRA COST. THIS SERVICE GETS WORSE BY THE DAY. I HAD TO GIVE MY CREDIT CARD NUMBER FOUR TIMES. MY ADDRESS FOUR TIMES. IT IS DISGUSTING. I AM GOING TO WRITE TO FAA. NOT THAT IT WILL DO ME ANY GOOD. THIS IS A DISGRACE. IF THERE WERE ANOTHER AIRLINE, I WOULD CHANGE THIS MINUTE.

I have never in my life seen a company go from something that i respected and flew on regulary to such a pile of Cr4p in such a short time.Never can get any body on the phone when you do after 1.15 hrs they quickly transfere you to someone else which takes another hour, all to find that i dont have the correct department, Disgusted angry and had enough of continental.

As far as I am concerned after Conti and United merged and pet handling vent to unions this airline is on top of my s..t list. To raise anybody on the phone takes over and hour. And I am not the only one.

I was forced used Delta because they actually pick the phone up!

waiting TIME ON THE PHONE TO MAKE RESERVATION OF PET SHIPPING REACHES OFTEN MORE THEN AN HOUR.

United/Continental, especially the gate agents in Newark, NJ (near where I live) is beyond my prosaic ability.

I can only say that the overall hiring practices, mentality, and approach to customers is confrontational at best. Some examples:

1. Flight delayed by an hour and a half, and the gate agents are joking and foolinf like it's a schoolyard.

2. On board an international flight, and it is delayed by 1.25 hours because a group of people from Canada who are on my flight are coming in late. We are told by the flight attendant that THEIR rule is that if there are 10 or more people connecting to the flight, we have to wait!! Okay, it is YOUR rule, but how about somehow compensating the 200+ people who are being incovenienced by this? How about offering a free cocktail - even if we don't drink alcohol?? You know tha nswer

3. A different delayed flight out of Newark. My concern is that I have a connecting flight in Denver. Approach the Newark gate agent and ask what my options are if I miss my connection. She could care less what my quandary is and quickly tells me to go to gate 90 to address it. I go to gate 90, and there is no one there.

4.Fly First Class internationally. There are ten of us. When asked what the deserts are, the flight attendant does not know what the desert is made of.

5. Same fligh in First Class... again, there are 10 of us. I do not have a pen to complete immigration form. I ask if I can borrow a pen from the flight attendant. he tells me that he does not have a pen. I then see him writing with one in the galley. When I de-plane, I tell him that it would have been nice if he would have lent me the pen he told me he did not have. He told me that "it is FAA regulation that he has a pen" and that "he cannot lend it out to passengers."

Strangely, the very best part of flying with that airline is when in the plane, even if in steerage, crunched like sardines.

Start training your people (especially in Newark) about service. The TSA did this, and there has been a SIGNIFICANT difference in their attitude towards people in all aiports.

I avoid United like the plague.

No one picks up phone for last 2 weeks..
worst customer service.

Absolutely dreadful experience trying to get customer service despite having been a Chase Continental Card holder for years . Traveling with Continental not a problem before the merger with United. The FAA might be interested in reading this complaint list! One cannot escape the conclusion that you are hoping people will give up trying to deal with you so you can make money on worthless non cancellable tickets!

Not one Continental phone # that I have call has gone through. I get a recording asking to call back because of the unsual higb volume of calls and then they hang up. This has been going on for 2 straight days

Just spent 1 hour 15 minutes trying to get info on my Milage Plus account. I now have a headache and am in tears because after 10 years of using my Continental Master Card, I was told I have only 44000 miles. I know I have more and am extremely unhappy about this. I wanted to go back to Europe to see old friends and I still can't reach a service rep to say where my miles have vanished. Extremely davestated.

This merger has been a DISASTER. Tried to book a flight from Wyoming to Texas and the only flights listed were 2-stop flights and a huge price increase. The few non-stop flights were triple the price. Have called Customer Service twice in the last week and been on hold for over and hour. Ridiculous!

On March 05, 2012, while flying from Chicago to MN, I mistakenly left my laptop plus other important documents such as business registration papers, land deeds, CDs containing hundreds of photographs on board UA Flight 3481-L. Left in the bag also is a copy of my published book titled: Rape, Loot & Murder: LIBERIAN CIVIL WAR: A Journalist's Photo Diary. I have since submitted a lost item report; been calling airlines customer service concerning my lost items but response has been very poor and I'm beginning to worry as to whether I wll ever get my items back.

Any idea what else I can do about this???

James

I have been calling Continental Airlines for 3 days now. Each day I have been put on hold forr 4 hours and 45 minutes. I have now been holding for 2 hours now. This is f...ing rediculous! What happened to customer service?? I will not be using them again! This is what happens when they out-source; we get a bunch of dumb asses!