Customer Service Have you had any problems with Continental's Customer Service? Have Continental employees treated you poorly?

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  #1  
Old Mar 7, 2009, 11:57 PM
JCisnero JCisnero is offline
 
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Angry Continental - unable to provide medical attention

I have to say I just experienced my worst situation 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; My 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 was informed the flight actually left from termial 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 Continental 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 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 Continentals lack of its customer service. I ask the wheel chair person to take me to terminal C100 where I can be treated by medical personnels. He told me there was no medical facility at C100. I proceeded back to the Continental 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 a few.

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 Continental Customer Care 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 died and maybe there would not have known what to do. I feel their lack of response or experience 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/train its Service Desk staff on how to treat its customers should medical attention is required. There is a MAJOR policy/procedure breakdown on how to get medical attention to its customers. I for one which for this experience not to happen to anyone else.

Last edited by JCisnero; Mar 8, 2009 at 12:00 AM.
  #2  
Old Mar 8, 2009, 5:42 AM
airhead airhead is offline
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Call 911. All American airports have phones for public use. An airline employee, aside from flight attendants are not medically trained. I would recommend that you go see a doctor if airport stress compromises your health. People demand so much from airline employees and most are probably not trained properly. I know I wasn't when I worked for one.
  #3  
Old Mar 8, 2009, 1:50 PM
countrynewsman countrynewsman is offline
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When you told the agent you would get medical attention AFTER your flight situation was resolved, that pretty much lessened the severity of your medical emergency. Nevertheless, you should have called 911 to get medical treatment...or asked an agent to call 911 for you. Dealing with delays, missed flights, lost bags, etc. , is indeed stressful, but most people can handle it without the need for medical help. If you cannot handle it, I would suggest you find another form of transporation, because problems are going to continue to happen.
  #4  
Old Mar 8, 2009, 4:44 PM
JCisnero JCisnero is offline
 
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I agree with both your comments but during the heat of the moment it was the last thing on mind to take control of my own health issues. There was so many people there that your only thought was could you please get someone over here so I can receive medical attention. I am not from Newark so I was unsure how else to seek medical attention without working with the people already there.

I have never been diagnose with high blood pressure so it concerns me how I got to this new area in my life. I keep thinking back what ever happen to customer service or customer awareness. Why did they not take me seriously. Why did the Service Center person tell me the supervisor was the only one that can call for medical attention. I actually felt clueless and helpless in the hands of Continental Airlines. I say this as I was in their terminal and seriously, should be considered in their care.............just my 2 cents....
  #5  
Old Mar 8, 2009, 4:57 PM
countrynewsman countrynewsman is offline
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I have seen people get so flustered in airline terminals that they seem to experience a sort of panic attack. Frankly, as soon as I get to the parking lot at the airport, I'm already in a bad mood. Not good since I'm predicting the worse is going to happen. A typical trip for me is to stress at check-in, security, and boarding. Once the door closes, the plane pushes back, and we are off the ground, I finally get to relax in the comfort of my plush coach seat (little humor there, folks). I watch a movie on my laptop...unless of course the passenger in front of me reclines his seat all the way back. My stress level returns as we get to the gate and passengers in front of me take forever to gather their carry-ons together while I look at my watch to see how much time I have for my connection. Then there's baggage claim. So far, my bags have been delayed only three or four times. Not bad. I have never lost a bag (knock on wood). There are times these instances would drive me to drink, and I don't drink! But, I'm surprised there aren't more drunks on the planes these days.
  #6  
Old Aug 6, 2009, 6:36 AM
justme justme is offline
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Quote:
Originally Posted by JCisnero
Why did they not take me seriously.
Precisely because you told the agent while you were STANDING, BREATHING, and TALKING in front of him "I'll go to the medical facility AFTER you take care of my flight problems." If you said that to me, I would assume you mean that your most pressing concern is you being re-booked on another flight, NOT your medical issues. Airhead is right, gate agents are NOT EMT's, and they certainly don't have a blood pressure cuff in the desk drawer. They are airline employees, unless you lose consciousness or stop breathing in front of them, they probably aren't going to do much other than tell you where the doctor is, unless, as has been said, you VERY CLEARLY make known that you need them to call 911. Continental, IMO, didn't do anything wrong.
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  #7  
Old Aug 6, 2009, 7:02 PM
Gromit801 Gromit801 is offline
 
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4e481 reported for spamming.
  #8  
Old Aug 9, 2009, 1:46 AM
oh my oh my is offline
 
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Quote:
during the heat of the moment it was the last thing on mind to take control of my own health issues
wow. are you kidding me? You can't take control of your own health issues (which you imply are so severe), but you are walking and talking coherently, and taking control of your travel situation?!? You're healthy enough to track down "supervisor Carlos" TWICE, but not healthy enough to find the medical center after ONE try?!? If you had collapsed, were unresponsive, unable to walk, talk, breathe or something that might result in death, then the agents DO know how to call Emergency personnel for you because you can not.

Do you expect the gate agents to give you a lap dance, do your taxes, and cook you a gourmet meal, too? take some responsibility for yourself.

Oh yeah...
Quote:
else this was going to get as much attention as possible
Why not all the attention then? Where's the news break on my TV?
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