Continental Airlines Review

Long story short: I missed my connecting flight in Newark on my way home to Los Angeles from Paris and there were no more flights available that day. The problem was I had to be at my sister's anniversary the next day in Seattle and I had already booked a cheap a.m. flight from L.A. to seattle the next day. After missing my connection there was NO way I was going to catch that Seattle flight so I asked if I could just rebook a flight to Seattle. The agent was so understanding and patient with me as I cried my eyes out and did the best she 'thought' she could do. She called the reservations specialist and even asked her supervisor but both said, 'we are not responsible to take her to Seattle...only L.A.' As I cried out that I could not miss my sister's anniversary as I would perform a song..the specialist suggested that I outright buy a one-way ticket from NW airline...a $450 investment. So I did.

I had planned on writing Continental a long letter and sending it to multiple parties about that agents lack of empowerment to make a correct judgment call and her fear of making a decision based on empathy. Two weeks later I called the 'we care' hotline and asked for the address before I started to write my letter. The lady said, 'maam, you don't have to write a letter, I'M HERE TO TAKE CARE OF YOUR ISSUE.' And she did. She refunded that last portion of the flight that I did not end up taking, as well as added a $100 travel voucher AND listened to me rehash the incident tears and all with a great amount of empathy.