continental airlines

Upset About USA Security

April 3, 2011

in Airport Stories

I fly from Norway to USA once or twice a year. Usually I use SAS, from Bergen to Kastrup, Copenhagen, then from Kastrup, Copenhagen to Dulles Washington. This usually goes smoothly; check in Bergen and going all the way through to Dulles Washington, just interrupted by showing my passport at Kastrup. Then just go straight on and into the SAS machine.

This time, as my USA family was picking on me for not helping the US economy, I thought, ”Ok, let’s try the American way.”

Cheap tickets were bought through Continental and United; seats with extra leg room were bought too.

Arriving Kastrup, Copenhagen, American paranoia Part One:

A lot of silly questions - do you have a weapon (excuse me, the body is a weapon – I didn’t dare tell them), did you pack your own bags (what happens if I say, “No, I left that to my Muslim friend”), and several other silly questions.

American paranoia, Part Two:

As other passengers are boarding I thought I should board the plane too. Oh, no, since I was in transit; they could see in my passport that I had been cleared several times for a visa to USA, Russia and Turkey.

“Oh, no, mister, this is not the way we do it. We have to wait for the computer to clear you…” Long story short, 25 passengers stood in the hallway to get clearance from the computer that didn’t work – 125 passengers sat inside the plane waiting for the 25 outside… who BTW all had ESTA visas.

Did anything happen on the way back… I am just not gonna tell you about 275 passengers waiting for 50 minutes because the entertainment box for business class was not working… on a night flight…

End of story; fly something else than American…

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Tagged as: airport, continental airlines, passport, scandinavian airlines, security, united airlines

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Computers Win Out Over Human Judgment

September 23, 2010

in Airport Stories

I had a flight booked on Continental from Burlington, Vt to Las Vegas on July 27 for a conference starting July 28. My flight was scheduled to leave at 1:15 on July 27. At 11am I tried to print out a boarding pass online and could not. I checked the flight status and found the plane was leaving late (est 1:48) because of waiting for aircraft. The late departure was going to possibly impact my connection in Newark to Las Vegas. I tried to print my boarding pass again and noticed it said no e-ticket was available so I’d have to call reservations. I had changed my seat the night before, so my reservation had been there. Another message said that my itinerary had changed.

I called reservations and waited 5-10 minutes listening to wonderful announcements about Continental and its services. A very nice person then talked to me and told me that my departure plane would be late and I might not make it to Newark in time to make the connecting flight. They were holding a spot for me on the second flight, and since I had spots on two flights, the boarding passes could not be accessed electronically. They said I would get them when I checked in at the airport.

Since the flight was leaving late, I delayed my departure for the airport. I checked the flight status just before I left and the flight was still estimated to be leaving at 1:48. I arrived at the Continental ticker counter at 1:05. The counter person alerted me that the flight was restricted since it was now too close to departure time. I asked what “restricted” meant. He answered “You’re late.” I said the flight was not leaving until 1:48. He said that might be so, but check-in time was based on the 1:15 departure time. “But it isn’t leaving until 1:48” I said. I found out that I was still considered late because time was based on the scheduled departure time.

“What good is the check flight status information then?” He told me it did not mean you could come to the airport late. “What if the information said my flight was delayed by 2 hours? Would I still need to be here on time?”

“That is a different situation. In this situation, you are late.”

I found out the plane would not arrive until 1:25, board about 1:35 and take off at 1:45. It was still about 1:10.

“So the was plane is still on its way, there is a seat available for me, but I cannot be checked in?” I asked.

“The computer has restricted check-in, there is nothing we can do about it.”

Then I asked if I could have gotten on the plane still if I had a boarding pass. I was told “yes,” but that I couldn’t print a boarding pass because the flight was going to be late and it created a conflict with my connecting flight.

I do believe the attendant was operating within the bounds of his job, and he was a pleasant as he could be. I might not be recreating the conversations verbatim, but the spirit of it was that I was wrong for being late and nothing could be done about it. The absurdity that the plane wasn’t there yet and I could, in fact, easily join the group of passengers waiting did not seem to be apparent to the counter person. I do believe there was nothing he could do about it. He very nicely placed me on a flight for very early the next day. I had to find a way home and miss half a day of the conference the next day, and my wife had to be up to drive me to the airport at 4am.

The real disturbing part is is that it sounds like there is no opportunity for human judgment. Just a few years ago, as long as there was time to get to the plane prior to boarding, you could check-in. Or they would call the gate to find out the status. I understand about the need to have people at the airport prior to boarding. But the plane wasn’t there yet!! The plane did not leave until 1:52.

In checking the rules on Continental’s web site, I did find that most guidelines use the phrase “prior to the scheduled departure.” On other airlines, it usually reads prior to departure or the airline may refuse boarding if you are not checked in and ticketed X minutes before the scheduled departure time. This hard and fast policy may be a distinctive feature of Continental airlines. I really thought the schedule had changed since the message said my itinerary changed.

The status page should have additional information indicating that you still need to check-in prior to a certain time, even if your plane is late. And certainly, the people at the counter and gate should be able to exercise their judgment in letting people on a flight. And they need to be given their brains back so they can make those judgments.

I teach computer systems and information security courses. The only benefit of this situation is that it provides a great case study for classes.

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Tagged as: airport, continental airlines, delay & cancellation, ticket agent

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Overbooked & Overwrought

August 26, 2010

in Odds & Ends Stories

I was flying from SFO to Delhi (India) during February on a quarterly business trip. From SFO to Newark (EWR) it was United, and then Continental to Delhi (approx 14 hours non-stop). My flight is fully confirmed all the way and I am looking forward to the ordeal armed with a laptop and a book. The whole trip started on a pretty bad note; they tell me that I will get the EWR/Delhi boarding pass at the Continental “gate.” I should have just gone home; Bangalore could wait.

We all got in the plane and the pilot announced that a video monitor is not working. Then they went looking for a part somewhere in the airport. Replacement was done and things still didn’t work. It was already getting late and my four hour margin at Newark (EWR) was quickly shrinking. In reality I shouldn’t have bothered given what was coming next, but I did. We all got out of the plane looking for an alternative route to Newark (there were none). But then suddenly the problem was fixed and soon we are in the air headed to EWR from SFO.

We land in Newark. By this time I have found a wonderful Verizon lady headed to Delhi on the same flight. We all make our way to the gate where the Continental flight will leave with about 45 minutes to spare. I ask for my boarding pass and there is none to be had. The flight is overbooked. Lots of people are milling around and it is nearly 10 pm. Apparently some other international flights were canceled and everyone is booked to India on this single plane. It is as complete pandemonium as I have seen in a US airport.

An hour goes by and the plane is full. Now they look at overbooked people. There is no logic to who they ask to board; there is no list or priority order at all. All of a sudden the key “guy” (I know his name but will omit here) asks me to board. I am half the way in, and then he changed his mind to let someone else go. Then someone else was a family with a kid, so I didn’t really get upset but the whole process was frustrating.

Finally, the “key guy” said you come back tomorrow and we will have a place for you. There were several people in the same situation. We all said fine, and were given hotel/food vouchers and about $1000 (or lower) which was OK. Frustrating, but these things happen. Next flight is after 24 hours.

An hour later and we are in a hotel with cake for dinner (very late for food, everything is closed). At least I had made a couple of friends by then.

Next day we all visit Times Square courtesy of Continental. We are dutifully back at Continental’s counter at 6 pm for our “boarding passes.” Guess what - there are none to be had. The “key guy” is missing; customer service can not find him. There are no “reserved boarding passes.” We are back with the crowd just like the day before.

Again, the same drama plays but it is only $400 this time. I decline; going to Times Square again is not fun. And my yesterday’s clothes are in a bag and I now have brand new clothes thanks to Continental. They are now feeding, clothing and providing me shelter with some spend money. Perhaps some aggravation is worth it.

I see many passengers being visibly upset; maybe that is why the “key guy” does not appear. Life is too hard for him. I wonder how Continental expects to be in international business given the high standards set by multiple Asian airlines, including carriers like Jet Airways from India, a country which is not exactly known for its high standards of customer service.

Meanwhile I am deciding whether to head back to SFO some $600 richer or take the $400 and wait another day. I did get a seat on the plane but… never again.

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Tagged as: boarding pass, continental airlines, overbooking

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Lost Luggage Leaves Traveler In A Lurch

June 30, 2010

in Luggage Stories

My parents are a little bizarre in that they don’t fly together. No matter what. Period. Full stop. So you can imagine the nightmare that sometimes ensues when they travel internationally to visit me, between layovers, different cities, and delays. They cut their own holiday short and I’m left to ferry back and forth from Ferihegy airport in Budapest (no short trek from where I live). Still the delight from seeing my parents is worth much more than their idiosyncrasy. After 24 years of flying apart, they are now going to fly together in response to my dad’s trip over — and the return — on Continental.

A good chunk of my life has been spent in the air, especially as I live abroad. Living in Europe makes it a hop, skip and jump to different countries, and when I was still in America I attended school out of state. Since moving to Europe, I fly home twice a year and my parents come over once. As any seasoned traveller knows, especially post 9/11, expect delays. Plane is two hours late to depart? No sweat. A mild annoyance, sure, but not a flight from hell. The plane running out of peanuts? Sucks, but you move on. After what happened to my dad, though, I will NEVER fly Continental again. The story is honestly comical, like the plot of a bad movie starring a washed up Adam Sandler.

My dad was flying Denver to Newark to London to Budapest. My mom, who had a great flight on Delta, flew Denver to NYC to Budapest. While my dad is in Denver at his terminal, I get a phone call telling me he finally just boarded – an hour and a half late – and it looks unlikely that he is going to make his connecting flight in Newark. He doesn’t know when he is going to get into London. I tell him to call me when he is in Newark and has the scoop. Flight there was fine, no real big mishaps, just an obnoxious Jersey girl sitting beside him talking about how everyone from Jersey isn’t like the MTV show. My dad, smartly, ordered a drink. At Newark I get a phone call. He’s on the flight to London. The pilot made up time. HE BARELY GOT ON. Not only did he barely get on, but the woman who took his boarding pass made a snide remark on how he managed to get across the airport in time and then suggested she hoped he fit in his seat because they didn’t have time to remove him. My dad, at this point, is incredulous, boiling over, and already swearing he’ll never fly Continental again. I’m pretty sure she was probably making a poor-in-taste joke, but still. We hang up and I expect him on time, proud of him for his little victory over a delayed flight in Denver.

The flight is then, despite her comment, delayed two hours from take-off due to a runway back-up. This, of course, puts my dad on edge as he has a short layover in London.  As they keep telling the people on board they’ll depart any minute, for two hours they refuse to let anyone use the toilet, and anyone using electronics is promptly told to shut them off. Behind my dad was a little girl SCREAMING about how she needed to pee. For an entire hour. Granted her parents should have taken her before the flight, but really, two hours of taxiing? I know it happens, but to not allow the toilet? Still, my dad isn’t one to complain, and he settled in with his book and waited – until the pilot, fed up with people getting up to use the toilet and being told “no,” announces the next person to get out of their seats will result in him moving out of the queue and taking the aircraft to the back of the line where they’ll start the process over again. Nice fear tactics, Continental.

After take-off my dad managed to speak to a flight attendant regarding his luggage. At Newark, his baggage was streamlined so he didn’t think anything of it, but in London he was switching from Continental to British Airways for the flight to Budapest. He asked what he needed to do, if he needed to pick up his luggage and transfer it or if Continental would be handling it. Every airline and airport has different procedures regarding change of carrier, so he wanted to be INCREDIBLY SURE he didn’t make a mistake. She told him not to worry, the luggage was on the flight and it’d be dealt with in London. He’d need to go through the baggage check (I can’t remember what it is called, but it’s a queue like security, from what he described).

His flight lands late after being delayed, with no apologies from the Continental pilot, and he is kept on the plane as they wait to disembark. By the time he gets off, he is trying to let someone, anyone, know he has thirty minutes to board his flight to Budapest. He has to go through Security and do his baggage. Continental’s flight attendants tell him “not their problem” and he tries to battle through Heathrow. My dad is a totally mild mannered, nice guy, so he is not one to push to the head of a queue and say I AM ABOUT TO MISS MY FLIGHT LET ME THROUGH. He stands there, like an idiot, until it’s his turn. Oh, dad. Of course, he misses his flight to Budapest. Speaking to the luggage guy, he asks if his luggage was there, to which the man scanned his luggage tag and said “yes” — which we’ll find out HAD NEVER LEFT NEWARK. Dad calls me after he speaks to BA who were MAGIC in sorting him out a flight to Budapest three hours later than he was expected. Mom, at this point, has landed and is complaining about the heat, but not about her flight.

Three hours after he was scheduled, he arrives. Mom and I are delighted as we know he’s had a rough flight and it’s around dinnertime. Especially as my dad was given a snack on the LDN-BUD flight, but nothing else. We know he missed lunch and that he didn’t get a late one, as I’d trumped up where we were going for dinner. Everyone starts coming out from the flight and mom and I are trying to spot his bald head, but as the trickle turns into a stream, no dad. I look at her and I go “how much you want to bet they lost his luggage” and sure enough my dad, along with five other people, did not have luggage. I didn’t know this until he called me, completely defeated. To complicate it further, my dad didn’t know the address of where he was staying in Budapest (they stayed at my friend’s flat), and he does not speak Hungarian. Ferihegy security refused to let me back there to help him with his paperwork and translate. This I wasn’t too perturbed about because that’s standard, but by this point he is on a flight from hell. He is, however, optimistic about his luggage being in London, and as there is one more flight that day he might get it then. He asks and the women with him inform him they do not, honestly, have any idea where his luggage is. They don’t know if it is in Denver, Newark, London, or Budapest.

Being a good daughter, I check to see if it arrived on the first flight by calling the lost luggage department in Ferihegy. Not there. At least we know it isn’t in Budapest. They tell him they’ll call when they find it. Keep in mind, the trip from where I live to the airport takes an hour by public transport either way and 30 minutes by taxi. The taxi to and from is about 60$ and the public transport, while only 2$ for the train and 2$ for the bus, is not air conditioned and this was a record setting day of heat for Budapest; around 40C.  BA and Continental both refuse to take the blame and neither offer him any compensation in regards to his lost luggage. Indeed, he was told it was “his fault” for not packing clothes into his carry on. He landed at five pm, we didn’t leave the airport until 7.30 pm. The next day, late in the afternoon, he gets a phone call that his luggage is there, but they will not and cannot deliver it to him as it never went through customs. I get this is probably standard, but come on, he receives no compensation and no assistance for having to travel back to the airport on HIS HOLIDAY to get his luggage. We trek there and back, wasting the better part of the next morning when we went to pick it all up — all while my dad is wearing the same outfit for over 48 hours.

You’d think it couldn’t get worse, but you haven’t heard the return flight.

I do not have a printer with my laptop. Sunday night my mother wanted to check in for their flights. We checked her in, online, without printing the boarding pass and my dad, bless him, said he wanted to just check in at the airport because of weighing his luggage, so either way he had to go to the counter for Lufthansa who was running his flight from BP to Frankfurt (in Frankfurt he was exchanging to Continental, again, to fly Frankfurt to Houston and then Houston to Denver). Lufthansa’s WONDERFUL STAFF then tells him the flight is oversold and since he was late to check-in (in the first few to check-in as soon as check-in opened, but whatever) he was now relegated to flying standby. My dad tried to explain he had a connecting flight and they told him “too bad, not my problem, your fault.” He asks if he misses his flight what they will do to get him to Frankfurt and then to Houston and then to Denver. He is told by Lufthansa he will have to deal with Continental in Frankfurt, but they’ll fly him on standby all day to get him to Frankfurt – at some point. It would then be, in their words, Continental’s problem to deal with him in Frankfurt and find him a hotel if they can’t get him out of Frankfurt. Luckily, he doesn’t have to endure this as he manages to get on the flight to Frankfurt.

Having experienced losing his luggage transferring airlines, he asks if everything is okay/what he needs to do in Frankfurt. Lufthansa tells him it’s fine, the luggage will transfer without a problem. My dad relaxes, has a nice flight, and arrives in Frankfurt. Okay, so rude airline staff at the airport; that’s common. My dad lets it roll off his back. Of course, he is flying Continental home so rude airline staff and a bad flight, ho!

His flight to Houston is, of course, delayed. It is then slow crossing the Atlantic, which makes him arrive in Houston with no chance of making his flight to Denver, especially as he has to clear customs. He is instructed to go to the Continental desk and find out how they will get him home to Denver. With lots of sighing and hemming and hawing, they finally agree to put him up in a hotel. My dad, being my dad, inquires where his luggage is because he is paranoid – and for good reason – Continental, AGAIN, does not know where it is. They have no record of it, period. AWESOME. So he is stranded in Houston and no one knows where his luggage is. Then, as Continental is ever so sweet, they proceed to give him 12$ for TWO MEALS (dinner and breakfast). Is that a joke? My dad is diabetic and while 12$ is just enough to get a McMenu he cannot eat that. 12$ doesn’t even pay for Chili’s!!! And let alone, he has to pay for breakfast and travel from the airport and travel back to the airport as Continental will not pay for that. My dad, however, said whatever, left, and downed some drinks in Houston.

FINALLY the next morning they get him to Denver — on time, a miracle!! — and lo and behold, no luggage. This was yesterday US time, so as of writing, he is still waiting for them to locate his luggage. Moral of the story? Fuck Continental.

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Tagged as: baggage, boarding pass, british airways, children & babies, continental airlines, delay & cancellation, flight attendant, lavatory, lufthansa, pee, pilot

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Airlines Don’t Play Nice With Each Other

June 2, 2010 Luggage Stories

About 6 months ago my wife decided it would be a good idea to use some of her frequent flier mileage to fly on Delta from Spokane to her parents’ place in Houston. When she booked the trip in May with Delta, the itinerary looked normal, Spokane to Salt Lake City, then on to Houston. [...]

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Air Force One Delays Flights

March 28, 2010 Delay Stories

Having cancelled a flight on Continental due to a military obligation in 2004, I was relieved to find that with a little pressing, Continental would grant me a full refund for use towards a future flight in 2007. That was the high point of the experience. Flying from Providence to Charleston, SC on Continental requires [...]

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Airline Won’t Take Responsibility For Behavior

March 23, 2010 Passenger Stories

I had a terrifying experience on a Continental flight from Houston to Honolulu on January 21/09. I was seated beside a man who was obviously not from the US – he was rude and kept pushing my arm off the armrest, and then told me he was stronger than me and he would prove it. [...]

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Hope Dims For Lost Bag

January 14, 2010 Luggage Stories

Several years ago I was traveling fairly often to Del Rio, Texas to visit my fiance who was stationed there. Del Rio is a tiny little border town 3 hours from anything. Luckily, Continental had recently started flying a little commuter plane in a couple times a day. The only problem with the little commuter [...]

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Lost Luggage & Missing Ticket Counter Crew

December 9, 2009 Luggage Stories

I would like to report my experience and concerns about what happened after Northwest flight 293 landed at 8:56pm in Little Rock, Arkansas on February 28, 2009. After waiting for our bags for more than 30 minutes I and 20-30 other passengers were told by a Northwest baggage handler at 9:40pm that there were no [...]

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They Lost My Son!

November 24, 2009 Odds & Ends Stories

My son flew from New England to North Carolina on Continental. He was 13 at the time. I paid $15.00 to book the flight by phone (you can’t do it online) and $100.00 extra for Continental to take him on and off the plane.  When the plane landed in NC, my son did as he [...]

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