Recently I had to take a business trip to Hawaii. I always fly United Airlines unless I can't help it. I went online to their website and booked my flights. In doing so I was unable to get a flight that really suited me as far as flight times go.
I fly out of Harrisburg International Airport. It being a small airport, I have gotten familiar with extra travel time and extra hops. In booking this trip however, no United flights were going my directions at my times, and I could only book Continental Airlines. This is a detail of my first flight experiences with Continental Airlines.
Flying out of MDT we were delayed due to weather in Chicago. This happens a lot during winter months. However, reaching Chicago is became abundantly clear that our delay was too long. It wasn't a clear day but it wasn't foggy, icy, or overly wet.
Our delay put us in with literally 5 minutes before departure time of our next connecting flight. Myself and one coworker rushed through the terminal but could not make it before they closed the doors. There were several people heading toward that same flight. All had to be rebooked. This is a prime example of the lack of communication between United and Continental. Evidently United didn't see fit to tell them to hold the plane. Ten minutes would have done. I wouldn't have arrived to my destination 5 1/2 hours later than planned.
Cut to my return flight. Got booked from Honolulu through Houston, Washington IAD, then back to Harrisburg. Upon arrival to Houston I recieved a phone message about a flight change/cancellation. Due to previous experience, a little bit peeved. Go to the board. Flight cancelled. Automatically rebooked to fly out A DAY LATER.
What the....?
I went to a Continental terminal, learn the flight was cancelled due to crew (Separate gripe there....) I went to the Continental Service Desk. Explain my situation, try not to Kirk Out the CSR. She tells me she has nothing else flying into New York......Follow me here...
I'm not trying to go to New York.
Continental and United have hubs in Atlanta and Chicago. I know Chicago has 3 or 4 flights direct to Harrisburg every day.Tell the CSR to book me on the flight to Philadelphia. She gets me on it. Now my wife, daughter, and newborn son only have to drive two hours to pick me up.
Added insult at the end of the whole experience. They lose my Bag.
Moral of the story. Don't trust United and Continental to communicate.
Don't trust Continental CSRs to think about things. Evidently you need to do the thinking for them.
Recommendation to United and Continental. Integrate your computer systems/flight delay notification systems. Don't waste time painting your planes. Focus on what matters. Customer service. In other words, shame on you. You should know better.
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