No hotel after I missed my flight because of Continental
Here is a letter I sent to Continental three days ago (yet to get any response) that I thought anyone who was interested should read. What happened to me was truly inexcusable and people should take this into consideration when making travel arrangements with Continental:
To Whom It May Concern:
My name is Khaleelah Jones and I flew with Continental this past week to and from Richmond, Virginia. I have flown with Continental several times in the past, both in a personal and professional capacity, and have never had any complaints. The events of January 16, 2011 have changed that.
On January 16, 2011 I was to travel from Richmond, Virginia to Denver, Colorado with a connecting flight in Houston, Texas. I arrived at the airport in Richmond for the 5:55 PM EST departure. We took off about 20 minutes late from Richmond which, I would like to note, was sunny and rather warm. Our flight landed only a few minutes late, around 8:20 PM Central Time. We taxied around the airport for almost 20 minutes. Although it was drizzling intermittently as we taxied around the airport, I saw flights both landing and taking off; taking that into consideration, I assume that the weather in Houston did not impede the progress of any flights. I got out of the airplane around 8:40 PM and literally ran to make my connection, which was to take off at 8:55 PM. (On my ticket it said my layover was to be 37 minutes, but what with the late arrival to Houston due to our late departure from Richmond, I was clearly cutting it very close.) I arrived at the gate where the plane was located at 8:47 PM. The plane was still there but I was told coldly and rudely by the gate agent that boarding had closed and I had missed my flight. When I tried to explain that this was my connecting flight and that I had flown in on a Continental flight that arrived late, the gate agent literally shrugged, completely nonplussed.
After talking to the completely unhelpful gate agent I was directed to a booking agent who would help me book a new flight. The agent couldn't explain why Continental had not held the flight for me even though they had data letting them know that my plane from Richmond had just arrived (which I believe should have led them to deduce I would be running to make the connection but that I had indeed arrived and would be coming as soon as possible). Instead, I was told that the issue was “out of Continental’s hands” and that I had missed the last flight of the evening. I was then told that I would not be provided with a complimentary hotel room because of the fact that the event was due to weather. Extremely upset, I then called Continental’s customer support line. At no time did the gate agent, booking agent or telephone representative apologize for the fact that it was a Continental flight that made me late for my connection or offer any insight as to why the flight was not held for me given that my flights were all through Continental and they could clearly see my flight from Richmond had arrived a bit late. Further, no one seemed even remotely interested in explaining what weather made it so that Continental was not responsible for my hotel stay in Houston.
I ended up spending the night in Houston Bush airport and getting a red eye to Denver. The airport was uncomfortable, noisy and cold. When I finally arrived in Denver, I no longer had a ride home and had to take the bus for $16.00 more than I budgeted…again, because of Continental. By the time I arrived home it was 10 AM (when I was supposed to be home at 10:30 PM the previous evening) I was cranky, tired and, to be honest, extremely angry—my holiday was ruined.
I have never been treated so rudely, disrespectfully and disingenuously as I was by Continental airlines. I would still love to know how the “weather” impeded Continental from getting me to my connection on time and how this absolves Continental of responsibility regarding my comfort and safety. Could it be that Continental did not want to pay for a hotel for a customer even though they were in the wrong for not holding the flight for me when they knew I was coming? Was the weather just a convenient excuse to save a few dollars at my (a paying customer’s!) expense?
I would like to point out that I CHOSE to fly with Continental; there are a myriad of other airlines I could have and wish I had flown with. In addition, I find it sad that Continental has the audacity to talk about how important their customers are at every turn if customers are treated with the way I have been treated. The way I see it now, it seems that Continental airlines is more worried about lying to save a buck than tell the truth.
I can guarantee you will not see me on another Continental flight. I know this is probably of very little concern to you as I am one person in a huge sea of potential consumers, but I would like to note that I have posted this letter to United, your new partner, as well as Expedia, with whom I made the reservation, the Aviation Consumer Protection agency of the US Department of Transportation, AirlineComplaints.org, the Better Business Bureau, Airsafe.com, Chris Woodyard of The Washington Post and Barry Meier at The New York Times so that others can learn of your unacceptable, disingenuous and unprofessional business practices. Of course, you can rest assured that my employer, friends, family, colleagues and anyone else within my social circle will be told this story and to stay far away from Continental Airlines in the future as well.
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Jan 20, 2011, 5:28 PM
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