I’m talking about the airline, not the sketch-comedy group.
Allow me to relate to you a little story about charity, promises, and disappointment. In 2001, my inquisitive girlfriend Hillary spent the summer in Africa with the School for Field Studies. She worked on a game preserve and had a great time despite almost getting killed by a hyena. In May 2002, the School for Field Studies held an international get-together for all of their programs. Hillary and I attended the event, and ended up winning an auction for a trip for two to the SFS Center in Costa Rica. We were quite excited. The caveat was that the trip needed to be used within a year (actually less than that; it expired on April 30th, 2003). No problem, we thought. Travelling from 85-degree Boston to Costa Rica in July or August seemed silly, so me made the plan to go that winter, to escape the Boston freeze.
This is how the trip worked: we received a letter from Continental detailing our trip. We were to reserve G class tickets by phone, then send the letter to a Continental ticket office in Chelsea, MA. The ticket office would then send us the tickets, and we would be ready to go. The letter told us that there may be “holiday black-out dates,” so we should make sure to have some back-up times. In addition, it told us we needed to mail the letter at least three weeks before we planned to take the trip.
Flash forward to October. I call Continental, hoping to make flight plans for November/December/January, but everything is either booked or blacked-out. I understand, as it’s the holiday season, and this is probably what the holiday black-out was referring to. I called again in mid-February, hoping for a March or April trip, and found out that every single weekend is blacked out (despite March only having St. Patrick’s Day and April only having Easter), and, what’s more, there is not a single open return flight (and only 4 outgoing flights) at all between the time I called and the end of April!
I tried to call the ticket agent listed on my letter, but was unable to find the number. After a good deal of Internet searching and a few calls to Continental, I found out that they had closed the office months ago! So even if I had been able to book a flight between October and February, I would have been sending the original copy of my letter to an address that didn’t exist!
I called the School for Field Studies, and they told me they had gotten the letter from Advantage Travel. I spoke with Dawn, who offered to talk to their Sales Manager with Continental. After all, the School for Field Studies uses Continental to send hundreds of students all over the world each year. After that kind of patronage, certainly Continental would do what they could to remedy the situation, right? Wrong. Dawn emailed me back, informing me that Continental wouldn’t help her, either, and in addition, had been sold out of March and April G Class tickets since November. It seems that “G class” is the “promotion class,” and there are few, if any G class seats initially available on any Continental flight.
Realizing that booking had been impossible for the entire second half of the voucher made me feel quite cheated. Did Continental intentionally donate tickets to charity with the intent of restricting them so much that they could almost never be used?
Distressed, I called Continental, hoping that by explaining my situation, they would either allow Hillary and I to get tickets in another (still coach) class, on a black-out date, or extend the expiration date. I had read about Continental’s CEO, Gordon Bethune, and how his commitment to customer satisfaction saved Continental after it had declared bankruptcy in the 80s.
I called the corporate headquarters in Texas, and, after being denied the opportunity to speak with Mr. Bethune, was told I would be speaking a member of his executive team. Basically, they told me that so they could transfer me back to customer service, with whom I had already spoken many times. I was again told that Continental’s policy is not to extend the expiration date. I again explained that despite the letter saying I had a year to use it, it had pretty much been invalid for the latter six months of that year. The woman I was speaking with said I needed to be more flexible. I pointed out that “anytime in this six-month period” is pretty darn flexible (though now I regret not pointing out that rigidly adhering to April 30th was quite inflexible on their part). I also told her that while the letter told me to have my top three travel dates ready, I was not able to secure a flight in my top three months. After a long pause, she offered a “goodwill gesture” of $150 in travel vouchers if I mailed Continental my voucher letter. I told her that considering I spent over $1,000 on this, $150 didn’t seem like much of a goodwill gesture. She said I should think about it and call back if I wanted to take their offer.
And that’s where I sit now. After winning a charity auction to go on a romantic vacation with my girlfriend, I have found out that not only did Continental make it next-to-impossible to actually redeem the voucher, but they had closed a ticket office, failed to inform me of the immense amount of time needed to prepare the booking and tickets, misinformed me about the availability of tickets, and accused me of being “inflexible” because I had only chosen 6 months out of the year in which to travel (for the record, at this point, I would be quite happy traveling in July, if that meant they would honor their ticket). I have spoken to licensed travel agents who agree with me that Continental is being unfair. I currently am waiting for the owner of Advantage Travel to return to her office next week. I have been told that she might possibly be able to do something for me. If she is not, I am going to the Massachusetts Attorney General and the Better Business Bureau. Continental Airlines, for all their claims, has been duplicitous and deliberately obtuse in regards to this charity auction. If anyone wishes to contact them to voice their concern over this situation, their International Reservation Number is 1-800-231-0856. Their “Customer Care” number is 1-800-932-2732. Their mailing address is:
Continental Airlines, Inc.
Customer Care – HQSCR
P.O. Box 4607
Houston, TX 77210-4607
Please get the word out so others don’t have to go through what Hillary and I have. Hopefully, Continental will get the message that this type of behavior is unacceptable and an irresponsible way to behave towards their customers–from customers like me to customers like the School for Field Studies.