• Home
  • Reviews
    • Flight Reviews
    • Hotel Reviews
    • Lounge Reviews
    • Trip Reports
  • About
    • Press
  • Contact
  • Privacy
  • Award Expert
  • Advertising Disclosure
Live and Let's Fly
  • Home
  • Reviews
    • Flight Reviews
    • Hotel Reviews
    • Lounge Reviews
    • Trip Reports
  • About
    • Press
  • Contact
  • Privacy
  • Award Expert
  • Advertising Disclosure
Home  >  Airline Merger • Continental Airlines • United Airlines  >  Continental Airlines on the Phone vs. Continental Airlines at the Airport
Airline MergerContinental AirlinesUnited Airlines

Continental Airlines on the Phone vs. Continental Airlines at the Airport

Matthew Klint Posted onJanuary 13, 2012December 6, 2016 7 Comments

I learned something today: do not bother to call Continental Airlines if you find your flight is delayed and want to re-route. Just go to the airport and sort it out there.

Perhaps I just take it for granted, but United Airlines treats me extremely well during irregular operations like bad weather or mechanical delays. I had to fly home tonight (and will be leaving again in the morning, though to a different city) and chose Continental Airlines because I had a late class today, needed an evening flight out of Philadelphia, and Continental via Houston was the only viable option on United/Continental.

On my way to the airport this afternoon, I noticed my flight was delayed by 45 minutes (due to foul weather in Philadelphia), longer than my 40 connection in Houston, so I called the Continental Elite line and was quickly connected to agent. I stressed the importance of getting home today and asked about flying home via Denver, Washington, Cleveland, Newark, Chicago, or San Francisco instead. After a few minutes on hold, I was told that all the flights were sold out and there was no way I would be able to get home tonight.

I gently pleaded with the agent to continue to check (as I checked myself), stressing the importance of the trip I had to take the following day. She placed me on hold again and came back saying she could put me on a US Airways non-stop to Los Angeles…but it would cost me. As a “gesture of goodwill”, she would waive the change fee, but I would have the pay the difference in cost between my ticket ($156) and the walk-up price for a one-way US Airways ticket to Los Angeles ($855). Right about this time I had made my way from the train to the Continental check-in desk where an old friend was on duty.

I thanked the agent on the phone for her help and told her I would sort it out at the airport ticket counter. She agreed and was happy to get rid of me, probably embarrassed that her supervisor told her that they she could not transfer my ticket over to US Airways for no charge.

At the airport, a tremendous Continental supervisor apologized for the delay and quickly re-booked me on the non-stop flight to Los Angeles without me even asking. In fact I did ask if there was space via Denver (I was thinking of potential upgrades and lifetime flight miles), but she confirmed that the flight was sold out.

Re-booked on US Airways, I proceed upstairs to the Red Carpet Club to get a little work done before my flight. And may I just add that the transfer to US Airways was a blessing in disguise? I will have more on that flight shortly, but I was shocked to see my standing on the upgrade list of my two flights:

continental_upgrade1

continental_upgrade2

Sadly, I think this foreshadows things to come on United for top-tier elites who buy tickets in lower fare buckets. But I am still enjoying the upgrade gravy train on my United flights…

What happened today really disturbed me–United agents are empowered to work a little magic when things go wrong, but it seems that Continental agents are not. As United shifts to Continental’s SHARES system in the months to come, I trust that United agents will not lose their ability and willingness to help out anyone (though especially a 1K) when they run into a delay, even if the delay is not the fault of the airline. To ask me to pay $700 did not show any sort of care for my long-term loyalty and for the thousands of dollars (yes, thousands) I have spent on tickets United/Continental tickets this year alone.

Previous Article As American Airlines Departs, Opportunity for United at Burbank
Next Article US Airways: Thanks but no thanks…

About Author

Matthew Klint

Matthew is an avid traveler who calls Los Angeles home. Each year he travels more than 200,000 miles by air and has visited more than 135 countries. Working both in the aviation industry and as a travel consultant, Matthew has been featured in major media outlets around the world and uses his Live and Let's Fly blog to share the latest news in the airline industry, commentary on frequent flyer programs, and detailed reports of his worldwide travel.

Related Posts

  • United Airlines Polaris Meal Service: The Sad State Of Affairs

    January 27, 2023
  • United Airlines Pago Pago Trip Report

    Trip Report: United Airlines 787-9 Diversion To Pago Pago

    January 25, 2023
  • Is United Airlines Poaching Pilots From American And Delta?

    January 23, 2023

7 Comments

  1. Chris Reply
    January 13, 2012 at 11:17 am

    This is one of the changes I imagine I’m not going to like as a UA 1K. My hope for the next year or so is the employees coming over from UA will still treat 1K as if it means something.

  2. UA-NYC Reply
    January 13, 2012 at 1:09 pm

    Great post Matthew! Keep on hammering this point home, the downgrades at COdbaUA for elites are multiplying daily

  3. matt Reply
    January 13, 2012 at 3:02 pm

    UA’s New order moves lower elites purchasing full fares, plus supported upgrades up above the typical 1k on a discount ticket, correct? Are the infamous CO tens-of-dollars upgrades ahead of elites rearing their ugly head as well? Any wild guess at how prevalent these situations are?

  4. Nick Reply
    January 13, 2012 at 6:58 pm

    Though was this ticket booked as a 1K or as a Continental Platinum?

  5. Matthew Reply
    January 15, 2012 at 6:30 am

    @Nick: As a CO Plat.

  6. Inflight Dish Reply
    January 15, 2012 at 5:48 pm

    I think Global Services is the only true “elite” level these days. 1Ks are literally a dime a dozen, so why should they (I’ll say “we” because United told me I’m one) be treated any differently from other elites? After Continental dumped us regular old platinums into the United 1K pool, that just means the status is shared by many, MANY more people and it’s not a big deal, nor should it be considered any more “special.”

  7. Scottrick Reply
    January 15, 2012 at 8:56 pm

    I agree, CO agents at the airport are infinitely better. I’ve haggled, argued, and begged with them over the phone and gotten nowhere, while UA agents were agreeable (even friendly!) even back when I was a lowly 2P. It definitely encourages my loyalty. I try not to hope too much, but we’ll see where the airline ends up.

Leave a Reply

Cancel reply

Search

Recent Posts

  • summer travel
    Conflicting Information Creates Cloudy Summer Travel Picture January 29, 2023
  • Waldorf's take on eggs Benedict with truffle sauce and caviar
    Extending Hilton Diamond Status For Three Stays (Or Less) January 29, 2023
  • Review: Kempinski Hotel Ishtar Dead Sea January 28, 2023
  • American - Delta JFK Incident Pilot Analysis
    A Veteran Commercial Airline Pilot Analyzes American – Delta Runway Incident At JFK January 28, 2023

Categories

Popular Posts

  • Casting Couch? Kuwait Airways Forces Prospective Flight Attendants To Undress For “Research Purposes” January 4, 2023
  • Spirit Airlines Captain Runs Out Of Cockpit After Woman Yells “I Hope Y’All Crash And Die!” January 17, 2023
  • SWISS First Class Awards Bookable With United Airlines MileagePlus January 5, 2023
  • United Airlines 2023 Status Extension
    United Airlines Quietly Extends MileagePlus Premier Status…Again January 14, 2023

Archives

January 2023
M T W T F S S
 1
2345678
9101112131415
16171819202122
23242526272829
3031  
« Dec    

As seen on:

live_and_lets_fly

The new United Polaris Lounge at Washington Dulles The new United Polaris Lounge at Washington Dulles is the most beautiful of all Polaris Lounges. Stay tuned for a detailed look and many more photos on the blog tomorrow. Well done @united.
@malaysiaairlines just announced it would retire i @malaysiaairlines just announced it would retire its A380 fleet. While not surprising, it is sad to see the growing list of carriers retiring this superjumbo jet. On Malaysia Airlines, I flew the #A380 once from Kuala Lumpur (KUL) to London (LHR) and had the entire first class cabin to myself (full review on the blog). It was a beautiful flight that I will always remember.
Welcome to @fly_bur @aveloair! I am so excited tha Welcome to @fly_bur @aveloair! I am so excited that a new carrier, Avelo, has launched, especially from an airport just 12 minutes from my home!
I greatly miss the @lufthansa #747-8 at @flylaxair I greatly miss the @lufthansa #747-8 at @flylaxairport. Hopefully this summer it will return.

.
.
.
.
#Lufthansa #FirstClass #747 #747-8 #StarAlliance #Miles #Points
I recently spent a weekend at the @ventanabigsur. I recently spent a weekend at the @ventanabigsur. This is not only a lovely, all-inclusive resort, but one of the best properties to use your @hyatt World of Hyatt points.
.
.
.
.
#Hyatt #BigSur #California #WorldofHyatt #CA-1 #Points #Hotels
In terms of a spacious first class product, the @E In terms of a spacious first class product, the @Emirates suite on a 777-300ER is hard to beat. My preference is Suite 2K.

.
.
.
.
#Emirates #777 #firstclass
Nearly five years ago, I took a “break” from I Nearly five years ago, I took a “break” from Instagram ahead of the birth of my first child. Goodness, how time flies. While I’ve enjoyed catching up on others over the years, now it is time for me to return to Instagram. In this first post, I highlight two joys in my life, my two children, whom I trust will grow up to be prolific travelers that circumnavigate the globe as ambassadors of love and respect.

.
.
.
.
.

#travel #airplanes #airlines #miles #points #familytravel #human #integrity #honor
United Airlines' new Polaris seat is a huge improv United Airlines' new Polaris seat is a huge improvement over UA's current business class seat. Check out my blog at liveandletsfly.com for 70+ photos of how @united is transforming its entire business class experience starting this December!
The perfect @flysas name tag for #Longyearben! The perfect @flysas name tag for #Longyearben!
Spotted four #polarbear outside of #longyearbyen - Spotted four #polarbear outside of #longyearbyen -- oh, and I love 40°F summer weather!
One of the best crews I have ever had the pleasure One of the best crews I have ever had the pleasure of flying with in all my years of flying. Thank you @flysas SK940 on 11 Aug 2016
Next stop ARN! But dear @flysas , next time if I a Next stop ARN! But dear @flysas , next time if I assign a window seat months in advance, don't move me to a center seat "for my convenience" with no way to get my original seat back... 😞
Ready for #PIA from #MAN to #JFK -- we will be rac Ready for #PIA from #MAN to #JFK -- we will be racing the #Delta flight to JFK at the gate next to us, which also departs at 12:45p. With @onemileatatime
Another room with a beautiful view... #hyattregenc Another room with a beautiful view... #hyattregencycasablanca #cassablanca #hyatt
Enjoying #shanghai with @onemileatatime from the i Enjoying #shanghai with @onemileatatime from the inside of the @grandhyatt_shanghai ... It is 40°C outside! 😓
From my front gate to my boarding gate in 15 minut From my front gate to my boarding gate in 15 minutes flat. I ❤️ #bur #burbankairport
@malaysiaairlines #747 out of retirement and in se @malaysiaairlines #747 out of retirement and in service at #kul -- beautiful livery!
View from my 61st floor room at the beautiful bran View from my 61st floor room at the beautiful brand new @parkhyattguangzhou -- look for a full review coming soon on the blog #hyatt #parkhyatt #guangzhou #parkhyattguangzhou
Will miss the @united #globalfirstlounge at #ord, Will miss the @united #globalfirstlounge at #ord, which closes tomorrow and the Queen of the Skies #747 which will be retired in 2018.
The colonial #architecture of #mumbai is stunning. The colonial #architecture of #mumbai is stunning. If you're ever here, get up at 5am and have a walk around the city before it gets busy. You can hear the birds instead of honking horns.
Load More... Follow on Instagram
facebook twitter instagram rss

This site is for entertainment purposes only. The owner of this site is not an investment advisor, financial planner, nor legal or tax professional and articles here are of an opinion and general nature and should not be relied upon for individual circumstances.

 

Advertiser Disclosure: Some links to credit cards and other products on this website will earn an affiliate commission. Outside of banner ads published through the Boarding Area network, this compensation does not impact how and where products appear on this site. While we do try to list all the best miles and points deals, the site does not include all card companies or credit card offers available in the marketplace. Please view our advertising policy page for additional details about our partners.

 

Editorial Disclosure: The editorial content on this page is not provided by any entity mentioned herein. Opinions expressed here are the author's alone, and have not been reviewed, approved or otherwise endorsed by any of these entities.