I have been in the aviation industry for a while now and I have done more than my fair share of flying. In the time that I have spent flying for a living I have had my share of delays, missed flights, crappy third-world airports, rescheduled and cancelled flights, mechanical problems, chatty drunks, turbulence, irate passengers, screaming babies, “customers of size,” and one very scary emergency landing. I am a bit of an old hand in dealing with air travel and very little phases me. Recently, I had an experience that left me shaking my head in wonder at the heartlessness and compliancy of a major US airline: Continental

I was flying into Arkansas for a summer visit with the kids. I arrived without issue in Newark and after an eight hour layover; I expected to make a connecting flight to Little Rock that night at 8:00. About 7:30 I and the other assembled passengers were told by a gate agent that our flight was postponed due to inclement weather until 9:00. Around 8:40pm the gate agent left and we did not see another one for the rest of the evening. Our flight was postponed an additional 3 times with the departures screen and at 12:30am a cancellation notice was broadcast over the intercom system. We were instructed to go to a Continental Airlines Customer Service Desk for flight rescheduling or to call the 800 reservations number. I stood in line from 12:30 to 3:30am. I phoned the Continental Reservations office while waiting in line and it took over an hour to get through – I am sure because of the volume of calls from my fellow passengers stranded in line with me. I was told that I had been automatically rescheduled to the 8:00pm Sunday flight. I was also told that there were no available open Continental flights out of Newark for Saturday. When I asked to be moved to another airline, I was told that it could not be done over the phone and would have to be taken care of at the service desk. So… I stayed in the line, which at 3:00am stretched down an entire wing of the terminal and was 400+ people strong.

At 3:30am the staff at the service area shut down their computers and left the desk with roughly 170 people still in our line – the bulk of the other customers waiting had been sent to another gate in another hall. A cynic would say it was because the airline wanted to split the herd so that we wouldn’t stampede when the shutdown came. People in the front of the line were begging for assistance we were told very loudly by one representative that she had been dealing with “us” for over eight hours, was tired, and was going home. Some of the passengers in that line including myself had already been in-transit for over 22 hours and knew all about being tired… When the Continental employees left, the lights in the area were shut off and we were all left to fend for ourselves with all the food establishments closed. There was no attempt to make any kind of arrangements for passengers, even those of us travelling internationally: no alternate accommodations, no blankets, no pillows, no snacks, and seemingly no thought given to those of us left in line. In addition, we were told that if we left the airport that we might not be able to enter again as our tickets were for cancelled flights and that it would be best if we stayed put until new tickets could be sorted out the next morning. The lights were then turned off and all Continental personnel left the area. There were a couple people who took some really damning pictures of the state of things that night: passengers huddled together still in line at 5:00 am, A couple asleep on the floor beside the wife’s wheelchair, a mother sobbing (who was a Continental flight attendant on maternity leave…) because she had run out of diapers and baby food for her infant.

The Continental Service Desk did not open at 4:30 like we were told it would as the service representatives made their hasty exit. We had to wait until almost 6:00am before staff reappeared. I was rescheduled for a 7:00am flight to Houston and then an additional connection flight to Little Rock. When I spoke to the reservation representative to schedule the flight out of Newark, I was told that my return flight had been upgraded because of my SkyTeam Elite status (all those miles flown have to count for something) and because of the continued delays. I appreciated this gesture. When I arrived at the gate we were told that no flight crew was available for the 7:00 flight and it was rescheduled four times before we finally got a flight crew just before mid day. Although numerous passengers requested assistance we were not provided with blankets or water or any flight information until 10ish when an airport representative arrived and assured us that we would leave Newark before noon. He also arranged for soft drinks and peanuts for us after a near mutiny by the gate agents and a bunch of screaming by passengers demanded some help.

My connecting flight from Houston to Little Rock was also rescheduled due to a mechanical problem with the First-Class entertainment system. I arrived in Little Rock almost twenty-four hours after my originally scheduled arrival and after nearly forty total hours of travel time. Once in Little Rock, I learned that my luggage was still in Newark and I did not receive it until later. Great…

A couple of weeks later, after a great visit with my son, I started my journey home to Germany. After arriving at the Little Rock Airport I found that my flight had been cancelled and I again was rerouted through Houston. Continental Airlines was at that point not on the top of my list of my favorite US carriers… The gate agent in Little Rock had no record of any promised upgrade. I was told to discuss it with Customer Service in Houston or Newark. My flight from Houston to Newark was completely full and I was told that I needed to discuss any promise of upgrade with the Newark staff. After arriving in Newark I went back to the Customer Service area and was told that I would have had to have been given a certificate at the time of the incident that there was nothing that they could do. I was told to call the Continental WECARE number to make any sort of complaint. It was if I had at that moment ceased to matter, the woman just sort of shoved the card with the WECARE info on it at me and turned to finish a conversation about her house with a co-worker. Continental has this slogan that the print on all there posters and ads: Work Hard. Fly Right. Really?! Neither was my experience with Continental Airlines or their staff in Newark!

I called while sitting in the Newark airport waiting for my next flight to notify Continental Customer Service of the incident and was told that upgrades on flights to Europe are NEVER given and are not even allowed in this type of situation. I was shocked by this and felt that the customer service agent that rescheduled my flight had purposely lied to me so that I would be happy just long enough to exit the airport where I was no longer a Continental concern. The WECARE telephone agent offered to send me an international care package for my inconvenience, but after checking she could only offer to mail me a US domestic one to my home in Germany. Great, two free drinks and a pair of headphones for domestic flights in a country that I don’t reside in and on an airline that I have grown to detest. By the way, my bags got lost on the trip home too. At least Continental is consistent…

This experience was so crappy solely because of the almost complete lack of customer service that I experienced at multiple levels. Delays are understandable, but a lack of empathy for passengers stuck in transit is shameful. I wrote Continental a letter, not looking for a handout or for a perk, but to draw their attention to a breakdown in their organization in Newark. I had hoped that it would be addressed and that other passengers that have the misfortune of delayed or cancelled flights in Newark in the future find the process to get them to there destination much less painful and frustrating than the process that I experienced. After nearly a month, I received a semi-well crafted form letter, complete with an auto-generated signature that calmly spelled out how everything that we experienced in Newark was “completely out of Continental’s control.” I almost choked as I read the customer service manager’s response. In addition to her letter following the basic tenets of an unsatisfied customer response letter: Empathize with the customer, restate their position/experience back to them as a sign that you have taken interest, apologize for their upset, assure them that ‘management’ would be notified, and ask them for their continued support. She had the balls to state that, “Continental employees worked tirelessly around the clock… in an extraordinary effort to accommodate our customers as quickly and safely as possible…” Really?! I doubt that any of the 400 or so people left abandoned at the Continental Customer Care desk overnight to sleep on the cold, stained concrete floor would agree.

As I said, I wrote my first letter in the hope that it would cast a light on a single failure at a single point in time for hundreds of passengers who were in Continental’s care. I did not ask to be reimbursed for anything or for any sort of freebie, as that was not my intent in writing them. It was my hope that this failure would be acknowledged and steps would be taken so that it would not happen to other travellers in the same situation with that airline in the future. The response I got just tells me that it was not an isolated incident and that there is a flaw in the Continental customer service system. I was not pleased.

I have a problem letting things go… It is one of those things about my personality that could either be considered endearing or a flaw… New Travel Rule: Stay the Hell away from Newark and only board a Continental flight in a case of Rapture, but pack a snack, because you will be routed through Houston and will be the last to arrive at the Pearly Gates.

Tags: customer service, Flying, incompetent, self-preservation