[deweydkw]

My mom was finally able to do something she wanted to do for years, she bought tickets for her kids and grandkids to go to Florida to visit Disneyworld. Problem - my uncle died and his funeral was the day we were to leave for Florida.

So we called and had the flights cancelled and were told that we could reschedule at any time with NO FEES. Now my mom is trying to reschedule the flights and has been told there will be $1,050 in FEES.

I just got off the phone after TWO HOURS of talking to different customer service reps. The first few told me that I should be able to get the fees waived due to the circumstances of a DEATH in the family. I talked to a Mrs Pierre (sp?) finally. She refused to waive any of the fees. When I asked to talk to a superior she said they would contact me within 3-4 business days and put me on hold for 5 minutes, then came back on and got my information and said someone would be calling me.

This is ridiculous and I am not sure where to go from here. It was beyond our control that our uncle died just as we were about to leave for the trip. My mom and dad are 70 years old and are on a fixed budget. She has been saving to give this trip to her kids and grandchildren. Now it looks like she is just OUT THE MONEY OF SEVEN TICKETS!!!!!

How sad that Continental is not family friendly and cannot follow through on their promises. When my uncle died, we had to give them the funeral home name and phone number so they could verify that my uncle did die and we were not just scamming them. They wanted a copy of the death certificate but we were not going to ask my aunt for that when she had just lost her husband. Then they told us that the tickets were good for one year and no fees would be charged to reschedule the flights during that year!!!!

If ANYONE knows of a way to get around these ridiculous fees please let me know. We did not have this problem with the hotel (Holiday Inn refunded our money COMPLETELY), the car (refund also), or DisneyWorld (our tickets are sitting at will call and will be good until the day we use them, no expiration!!!)

HELP!!!!!

[Silent Bob]

It's pretty harsh what's being done, and it looks like you're not getting a definitive answer. Technically if it's bereavement that is causing you guys to reschedule, you should be able to rebook if you have the funeral program, and have the change fee waived. (Not always the case) Also the tickets should be good for the one year of purchase. Best tip, sit down with the family, pick a day of rescheduling, then rebook that day, ensuring that the agent who does the rebooking agree with waiving the change fee, then locking it in. If that doesn't help, maybe the other agents here might have a solution, but good luck.

[ChrisH]

In order to have the change fee waived, the original agent should have documented the reservation, noting so. If they didn't, which is their fault, Continental is obligated to charge the fee, per policy. If you can submit documentation proving the fact that there was a funeral, they may be able to wave the fee. Keep in mind that it isn't Continental's fault that your uncle died, and they had no control of it, either.

[rnagel]

Continental isn't obligated to do anything. The agent may be, but Continental chooses to charge the fee. To whom would Continental be obligated to? Themselves?

[ChrisH]

That is what I meant to say ... the agent is obligated to.

[JCisnero]

I have to say I just experienced my worst experience with Continental that it was important enough I log a complaint via this blog. My experience started in Newark where a Continental Service Desk representative did not know how to get me medical attention. The story is as such; I plane left its original destination 1 hour and 40 minutes late. As I arrived to Newark, we had to wait as another airline exit the terminal therefore leaving me approx. 3 minutes to get to my next stop enroute to Houston Texas. I ran and walked as fast as possible to terminal C127 from Termal A. I made it to the terminal at 8:23 and the flight left at 8:18pm. But when I got to terminal C127, I as informed the flight actually left from termal C102, which I pasted on my way to C127. I was very upset to say the least but what was more important was my health deteriating because of the major effort I made to get to C127. I went to the customer service desk at terminal C130. I informed Chris I needed medical attention at least 3 times and he said there was a medical facility around terminal C100. I said I would go there once I get my flight situation resolved. As you can guess, I was SOL with Chris so I asked to talk to the the supervisor. I had to run all over the place just to reach him. I finially met up with him at terminal C123, which at this time I ask for wheel chair assistants. Upon completing my conversation with surpervisor Carlos, I again was let down by continental lack of its customers. I ask the wheel chair person to take me to terminal C100 where I can be treated by medical assistants. He told me there was no medical facility at C100. I proceeded back to the service desk and talked to Chris again begging for medical assistants. I was informed that only the supervisor was able to get me medical assistants. I once again had to track down continental airline supervsor Carlos. It was at this time Carlos called for medical attention. The medical people came after about 15 minutes, took my blood pressure and did other medical reviews. I was diagnose with my blood pressure high and they required I sit and rest for awhile.
So as you can see, my experience wth continental was worst then expected. They have no clue of how to get medical attention to its customer. I logged a complaint to customer card and they indicated someone would get back to me in 30 days. I told the person someone must get back to me within 24 hours else this was going to get as much attention as possible. How could such a big company not have a policy to train its staff on how to treat someone should a medical situation occur. I could have dies and maybe there would not have known what to do. I feel their lack of response may continue since it was obvious they did not care so much about me. Please pass this message along and lets see if Continental Airlines in Newark can educate its Service Desk staff on how to treat its customers should medical attention is required.

[The_Judge]

JCisnero.......you should have started this as it's own complaint rather than lopping it onto an already existing complaint. It will get more playtime that way. Not sure if the mods can make that happen or not.

As for the complaint itself, I agree with you. Airlines should train their employees how to type a simple entry into their computer to find airport phone numbers. All airlines have the capability to find numbers at any airport for medical services. Inexcusable.

[Silent Bob]

I wouldn't wait for a 24 hour response, I would get as much attention out of this as possible, as soon as possible. It's good that you took names, and included lots of detail (I fly out of terminal C enough to know there is no facility at C100... I don't think I've ever seen a gate C100 before). Also hang on to any medical documents showing your ailments of that day. I'm certain continental agents have ways of calling a paramedic, why this person chose to give you such an answer is unknown and definitely should not be tolerated because if the situation had worsened he would have been in a heap of trouble. Definitely persue this further as no one should ever be denied medical treatment when asking for it.

[jimworcs]

This sounds to me like the experienced, medically qualified staff at Continental decided that they knew better than you and essentially decided you didn't really need the help. That approach will come back to bite them. If someone says they need medical help, get medical help. 100% of the time.

[JCisnero]

Thanks to all that have responded. I have also logged a complaint with the Department of Transportation but still do not feel they will help as they have to review the complaint with Continental. To make matters worst, upon finally arriving to my final destination they lost my luggage and it has been over 48 hours with no retrival in site. When I left the last leg of my trip, I had to fill out paperwork on my luggage and they were surprise on what they found on their terminal log....I read it too but it did not look encouraging that they had whereabouts on my luggage. Now you can see why my blood pressure was an issue. This is the first time I have been informed I had high blood pressure. Thanks to all