My sister had a trip planned to go to FL on Tuesday August 7th. Her flight was scheduled to leave at 3:10 PM. On Saturday August 4th our grandmother passed away suddenly. I called Continental for my sister on Monday the 6th to see if my sister could leave the next day so that she would be able to attend our grandmother's viewing and funeral.
They wanted to charge my sister $300 extra per ticket for her and her friend to leave just ONE day later. They explained something about how it's their policy and that since my sister purchased advance tickets that they couldn't move her in the same class.
I was on the phone with them for almost 3 hours total that day. All of the managers I spoke with were very rude. They claimed to be accommodating to us since they would be so generous and waive the $30 transfer fee... As long as we provided them with a copy of the death certificate. I have to remember to send them a thank you note for that one. They kept telling me there was no one there who could change the policy or even discuss it with me.
So my sisters options were to lose the money she'd already paid for the trip, pay $300 to change it, or miss her grandmother's funeral. I find it hard to believe that they couldn't work with us in this case. I filed a complaint with them and so did my mom on Monday and we have yet to hear back from them.
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