On a recent tripI called to extend my return flight date. When I spoke to the person on the phone I was advised of a $158 to change the flight. Upon returning, I found three charges on my credit card.in addition to the $158, there were charges for $150 plus $25. I called Continental and spoke to a very rude manager regarding this situation and explained to her that the only amount discussed over the phone was the $158 and these other fees were never disclosed to me by the agent.
She basically had the personality of a robot, and couldn't do anything but repeat the same phrases over and over again instead of listening to her customer in a reasonable and helpful manner. The end result was that she refused to credit back these undisclosed fees even though I was never informed and therefore never authorized them. Had I know the real price of extending my stay, I never would have done so and would have made other business arrangements. I don't know if it's just poor policies at Continental, or just an oversight by the agent I spoke with, but the $158 was the only charge discussed and that's all I ever expected to see on my credit card statement.
As a side note, Continental is usually my last choice of airlines when I travel. They have demonstrated the worst service (delays, cramped seating, etc.) I've ever experienced from any carrier I've flown with. After this incident, I think I'll cancel my Onepass account and just refuse to fly with them altogether.
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