Bad experience with Continental-- feedback please!

[latebloomer]

A couple of weeks ago my family-- husband, kids and mother-- and I were scheduled to fly from Newark to SF for my brother's wedding. We had an early morning flight, since the rehearsal dinner was that night and the wedding the following evening.

An hour before the flight was to leave, they announced on the PA that it had been cancelled. No explanation, nothing. We were told to wait in a huge and not-moving line for "Customer Service"-- and people did not seem to getting any answers there. I phoned Continental and they were unable to give us any options that would get us there in time for the wedding, let alone the dinner.

In desperation, I dialled Jet Blue and was able to get the last 5 seats on a flight from Kennedy to Oakland. That flight cost $1840 one-way for the four of us, in addition to the $120 taxi ride to the other airport.

Continental has agreed to reimburse us for the cancelled flight and has offered us a $125 per person voucher for future flights-- useless, because we fly about once every 15 years.

I'd like to be reimbursed for the extra thou that we put out. Any ideas about how to pursue this-- should I send a letter to the CEO? Do you think it's likely I'd get it?

[Justitia]

1. I hate to sound negative, but I seriously doubt you'll get a better offer

from Continental. I fly Continental all the time, and while I am generally pleased with them, I don't think you will receive any further compensation. Not because it's Continental, but because it would be highly unusual (I've never heard of it & I know LOTS of frequent fliers) for any airline.

You can certainly try, but I think refunding your initial fare & receiving the addt'l voucher are the best you can hope for.

Is the voucher in your name only (i.e., non-transferrable), or could you swap it for cash w/someone flying on Continental?

[latebloomer]

2. I don't know if i could swap it

I am siccing my 80-year-old mother on them, and hoping for the best-- she is a feisty Red from way back and while we were in SF she successfully got some money back from a Chinese restaurant when she felt cheated by them by threatening to picket them!

I just can't believe they can get away with this-- just basically telling us the flight was cancelled and we were out of luck! If Jet Blue didn't have those few seats left we might well have missed my brother's wedding!

[babylonsister]

3. I asked my DH for advice (he works for CO). Here's his

response:

Absolutely write the CEO................& yes she might get satisfaction............The cancellation was probably due to maintenance.........

Good luck!

[latebloomer]

4. Thanks, babylon sister!

I will get right on it.