The problem started with flight 2998 from Houston to Lafayette LA on 9/2/00. I was told at the gate that the flight was delayed for approx. 25 minutes. After hearing Continental employees talking between themselves I heard that the plane had been grounded in Beaumont TX since 8 am that morning and that the crew was told to go home.
This was a different story than what I was told at the gate. I was told that the plane would be in and that they could not tell me what time. After hearing the employees discussion and realizing that nobody could tell me when my flight would be leaving I decided to take matters into my own hands and change flights to the next available to Lafayette.
After waiting two hours the flight I switched to was delayed 35 minutes when I attempted to board I was pulled aside and told that my ticket had to be synched although I am still not sure what that means and no one could or would explain it to me. The whole plane had boarded and I still had no pass for that flight the gate attendant announced that boarding had been completed and proceeded to lock the gate door after the heated discussion with the gate attendant I was allowed to board the plane.
My luggage was not in Lafayette when I arrived. Upon asking advice on how to obtain my luggage I was told that I would have to wait for about an hour and a half until the next flight from Houston arrived and that there was no home service offered for my luggage. My luggage arrived 2 hours after I did. On my return trip from Lafayette to Houston en route to Seattle on flight 2961 9/5/00 I was again delayed. The delay to Lafayette to Houston was one hour and I was guaranteed that I would make my connecting flight in Houston to Seattle, which was flight 1469.
When I arrived in Houston flight 1469 had left. I was told to proceed to another gate across the airport to make arrangements for another flight. The gate attendant/counter person instead of assigning me a seat placed me on a stand by list. I attempted to explain my situation to her I was told that I would just have to wait and see if there were any cancellations before I could get a boarding pass.
After waiting 2.5 hours and talking to the counter person 3X and explaining that I missed my connection because of a Continental delay I was told that the next flight would be the next morning, but no specific time was given. This was unacceptable I should have had priority on the evening flight 1851. After another heated discussion an off duty Continental employee had her seat upgraded to first class and I was allowed her coach seat.
If I would have not demanded to be placed on that flight I would have had to wait for the next morning flight when there where approximately 20 empty first class seats on flight 1851. I know this because I was the last person to board the flight and I saw the empty first class seats.
I began a complaint process with Continental after I returned and was given a email form letter by Seema Qureshi and I was told that I would receive a good will gift for my trouble and that procedures in Houston / Lafayette would be improved. I never received anything from Continental except a form letter apology and I cannot get Seema to return any correspondence now.
I have tried on 5X. From this experience from flying Continental I sternly cannot recommend this airline to anyone. It is a travesty when 5 of my six flights were delayed with various and numerous customer service problems. The gate counter person in Houston and Lafayette should be reprimanded for their inability to provide HONEST and competent customer service.
I did not appreciate the just wait I'm busy attitudes of the Houston staff in particular and the come back later for your luggage in Lafayette. The negatives outweigh the positive aspects about this journey by a long shot.
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