The Final Response

February 11, 2009

So this is the last response I got from Continental.  I didn’t realize people still used regular old USPS.

to    Lee Schneider
date    Wed, Feb 11, 2009 at 2:14 PM
subject    Re: December 21 Flight Cancellation

Dear Mr. Schneider,

I was glad to hear the refund was processed.

You will be receiving a reply to your upgrade request via U. S. Mail.


Dana Gabriel
Customer Care Manager


So what to do with Continental

February 9, 2009

So after accepting the refund offered by Continental, I penned the following response to them. We’ll see what happens.

Thank you, Dana, for your personal attention to this matter. I have received the refund that was processed on January 24.

While the monetary compensation was adequate and appreciated, I feel additional compensation is necessary. Additional monetary compensation in not needed, however, lifetime membership to your OnePass Elite Platinum Status program for my wife and me would be appropriate.

Lifetime OnePass Elite Platinum Status would go a long way towards ensuring that we remain long time and frequent Continental Airlines passengers.

I look forward to hearing from you soon.

Lee Schneider

Continental Airlines Refund Response

February 9, 2009
January 26, 2009
TICKET(S): xxx xxxx xxx xxxx
REQUEST ID:115xxxxx
Dear Leeb Schneider:

Customer Refund Services has received your request for refund of the above referenced ticket.

We are pleased to inform you that your request has been approved.

Refunds Processed: 1/24/09


$336.02 Per Ticket


Thank you for choosing Continental Airlines. We appreciate your business.


Customer Refund Services

1-800-WE-CARE-2, select option 5
FAX: 713-324-1431

Continental Airlines First Response

February 9, 2009

Dear Mr. Schneider,

Thank you for including Continental in your recent travel plans and for taking the time to let us know about your experience. I have been asked to respond to your email on behalf of Larry Kellner and Anne Munoz.

I can imagine how disappointing it must have been when you learned you would miss your connection in Houston to Liberia due to the cancellation of your flight out of Boston. Our Operational Summary indicates Newark was under a Code Red and our hubs in Houston and Cleveland were under a Code Yellow on December 21. Across our system there were 74 Continental and 164 ExpressJet flights cancelled. Close to 20,000 of our customers were impacted by flight irregularities that day.

Considering the number of customers affected and holiday passenger loads, locating our next available flight for displaced passengers presented many challenges. Our phone lines may have been inundated with calls for assistance with re-booking. The history in your record shows our automated system re-confirmed you for travel on December 23. From your comments this was unacceptable as you had prior commitments in Costa Rica that would have been missed.

The bottom line is you are unhappy with the overall handling of your reservation and you were adversely affected. That certainly was not our intent, and I apologize. Interruptions in air travel do happen, and things go awry from time to time, but I am so sorry that your trip was blemished.

Due to the uncontrollable nature of the flight cancellation we are unable to reimburse or compensate for airline tickets you purchased from another carrier. Although this is not a promise of a refund, I have forwarded a request to Refund Accounting for their review of a possible refund of the difference in coach and first class for the Houston to Liberia portion of your tickets. Unfortunately, we are unable to back date the ticket cost due to the change in routing for the outbound.

I will monitor the refund request and be back in touch with you once the refund review is complete. My direct line is xxx-xxx-xxxx and I am available for calls Tuesdays through Fridays should you have additional concerns regarding this event.

Again, I regret if your experience was disappointing and hope you will not allow this to deter you from choosing Continental to meet your future travel needs. We value your support and hope you will give us an early opportunity to regain your confidence.


Dana Gabriel
Customer Care Manager

Continental Airlines Owes Me Something

January 23, 2009

I sent this email to Continental Airlines, twice now. Still waiting for a reply.

From Lee Schneider

Date Mon, Jan 12, 2009 at 9:50 AM
Subject Recent Travel Issue – Response Required

To Whom it May Concern:

My wife and I recently traveled on Continental Airlines for our
Honeymoon originating in Boston MA, traveling to Costa Rica.
Confirmation and eTicket details are shown below:

Confirmation A3LG15

eTicket # xxxxxxxxxx18
Frequent Flier CO-xxxxxxxx

eTicket # xxxxxxxxxx20
Frequent Flier CO-xxxxxxxx

As you can see from the record history, our original flight from
Boston to Houston, TX was canceled, thus we were unable to make our connection in Houston. As it was imperative to be in Costa Rica on December 22 (hotel and in-country flights were pre-paid and non-refundable), we flew to Costa Rica via New Orleans and Houston in order to arrive on our scheduled day.

Continental Airlines made NO attempt to find us alternative routing to Costa Rica from Boston arriving prior to December 25. As such, we spent in excess of 10 hours doing work Continental should have done for us as First Class passengers, attempting to find a routing that would get us to Costa Rica as scheduled. The solution was to fly to Houston via New Orleans. Continental Airlines was unable to get us from Boston to New Orleans, so we purchased tickets on US Airways (at an additional cost of $510) in order to meet our Continental flight in New Orleans, LA. In addition, our tickets were also downgraded to Coach class from Houston to Costa Rica.

As shown in the record history, there was also an overall fare
increase on Continental while we flew in a lower class of travel for the Houston to Liberia, Costa Rica flight. I would like the overall fare adjusted to reflect what it would have cost had the changed tickets been purchased on 2/12/08 (the original First Class purchase date) instead of our original tickets. In addition, I feel we are due compensation for our US Airways flight from Boston to New Orleans that Continental was unable to provide.

As detailed above, we did not receive the appropriate treatment, attention, or service that should be delivered to First Class passengers paying full fare. I look forward to hearing back from you promptly regarding my fare adjustment.

Lee Schneider

This email has been copied to:
Larry Kellner, CEO, Continental Airlines
Anne Munoz, Director, Customer Care, Continental Airlines