• Report: #449339

Complaint Review: Continental Airlines

  • Submitted: Wed, May 06, 2009
  • Updated: Sun, June 14, 2009

  • Reported By:Andersonville Tennessee
Continental Airlines
Houston, Texas U.S.A.

Continental Airlines Charging Undisclosed Fees, Refused To Rectify. undislosed fees poor service Houston Texas

*UPDATE Employee: Fare rules Education

*Consumer Suggestion: Change Fee plus Fare differential

*Consumer Suggestion: Read your contract and fare rules

*Consumer Comment: Confused?

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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.

Andersonville, Tennessee

This report was posted on Ripoff Report on 05/06/2009 03:21 PM and is a permanent record located here: http://www.ripoffreport.com/r/Continental-Airlines/Houston-Texas/Continental-Airlines-Charging-Undisclosed-Fees-Refused-To-Rectify-undislosed-fees-poor-s-449339. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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Updates & Rebuttals

#1 UPDATE Employee

Fare rules Education

AUTHOR: Angie - (U.S.A.)

In order to purchase your ticket online, you have to check a box that says you agree to the fare rules. Some fares are refundable fares but more expensive.

Change fees are required by all airlines that I know. If the airfare went up since you purchased the ticket, then you would had to not only pay the change fee but the additional airfare as well. If you book someplace like travelocity, orbitz or any other travel agency, they do charge a 25.00 reissue fee just like the travel agencies would. Book on Continental.com to avoid the 25.00 reissue fees.

Continental is a great, clean, safe and reliable airline.
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#2 Consumer Suggestion

Change Fee plus Fare differential

AUTHOR: Karl - (U.S.A.)

Normally you have to pay a change fee plus the difference between the fare you originally paid and the new one if a difference exists. This may explain the difference between $158 and what you paid. If you anticipate changing or cancelling a flight it is sometimes cheaper to buy a refundable ticket in the first place.
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#3 Consumer Suggestion

Read your contract and fare rules

AUTHOR: Vince - (U.S.A.)

You were booked into a class that had a $150 change fee at the very minimum. When you made your purchase it is YOUR responsibility to check the rules of the fare you are booked into and the contract of carriage you are entering with Continental at that time.

Ignorance is not an excuse
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#4 Consumer Comment


AUTHOR: Robert - (U.S.A.)

You state that Continental is your last choice because of all of the problems you have with them. Yet you have a frequent flyer account with Continental?

This seems to indicate either, that you fly them more than you are leading on here, and/or are a very frequent flyer with other airlines. As a frequent flyer it is hard to figure that you have never had to change a flight or were un-aware of the fees involved. Because with the exception of one(possibly two) airlines that I am aware of, every airline has change fees.

Most likely you were told of the changes and either didn't understand(which if they are foreign could be the explanation), or just didn't hear it. But even if they didn't disclose it on the phone, you would have found these fees in the terms of your original fare.
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