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Continental Airlines

Customer Service Ratings and Comments

Continental Airlines is ranked #22 out of the 233 companies that have a CustomerServiceScoreboard.com rating with an overall score of 89.96 out of a possible 200. This score rates Continental Airlines customer service and customer support as Acceptable.

NEGATIVE Comments

29 Negative Comments out of 46 Total Comments is 63.04%.

POSITIVE Comments

17 Positive Comments out of 46 Total Comments is 36.96%.

Issue Resolution

Reachability

Cancellation

Friendliness

Product Knowledge

Acceptable Overall Customer Service Rating
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  • Just found out that my flight times have changed for a trip the end of this month that was scheduled last October from another person traveling the same flights. Hence the problem is that Continental neglected to send an update to me themselves. This is extremely disappointing and an inconvenience for too many reasons to list here. I hope that Continental gets their act together as they have been my preferred airline up to now. Lets see!

    Anonymous 3/8/10 8:05PM

  • Airmiles for two long haul trips were not added. On trying to update online, would not compute my on line reference number. very difficult to reach customer service personally.

    carol 1/21/10 11:55AM

  • What a HORRIBLE airline!! After hours of waiting for our flight in Houston which was supposed to leave at 5 pm, we were finally told at 9 pm that the flight had been canceled. No explanation given! No apologies! The nightmare only began from there with long line-ups of passengers trying to get hotel vouchers for a hotel 24 miles away. A mini van was supposed to take us all to this hotel but the mini van never showed up! We were forced to stand in an hour-long line (yet again) to get a taxi (which we had to pay for.) After midnight we finally arrived at the hotel, completely exhausted, cold and ravenous and were told the restaurant was closed so we didn't even get to eat! Continental never apologized or compensated us in any way, didn't even bother to pay for our taxi ride to the lousy hotel on the outskirts of Houston. Their customer service online form was a joke. Nobody even read my letter. I'll never fly Continental again!

    Laurie 1/21/10 11:51AM

  • Continental Airlines is a total rip off! We flew to Florida for a convention. But when reading over our return boarding passes we down loaded tonight the return the weight and length of our baggage we could bring back has changed! This is a total scam! We cannot believe Continental Airlines can change their polices in the middle of someones trip!
    I will never fly your airline again! I am also filling a complaint with the Better Business Bureau and ask others to do the same

    Dent guy from San Diego 1/16/10 8:57PM

  • Use the phone system. Alex has no clue. The online chat system does not work.

    Anonymous 1/12/10 5:44PM

  • I am writing this on behalf of my son, who was was held "HOSTAGE" on the plane from Beijing to the US!!
    After waiting for 6 hrs on the plane on the first day, WITHOUT food, they canceled the flight. The next day, NO breakfast, NO lunch!! Waited another 6 hrs on the plane without ANY meals!!
    I have now been ON HOLD for 1 1/2 hours to your so-called customer service line and I am THOROUGHLY DISGUSTED!! What kind of airline are you guys running!!????

    Anonymous 1/4/10 2:23AM

  • This is the worst Air line that i have ever tried, you guys are not
    organized and i regret flying with you ! I will never ever try your airline
    again, and i will not suggest it to anyone ever,

    adeeb 12/4/09 12:16PM

  • I got charged extra for my baggage that met the requirement($30.00) and on my ticket that I had purchased online it said that I could take 2 bags with me which was what I did both only 50lbs and they told me that it did not say that so I would have to pay the charges. In my opinion that was a robbery right there with my ticket to mexico. Do not trust this people cause you might end up loosing money because of them.

    sergio 11/28/09 7:42PM

  • It takes for ever to get to talk to a real person and not a recording. Got tired of waiting to ask an important question.

    Anonymous 11/25/09 10:29PM

  • My daughter and I had a trip from Albany, NY to Key west...........at the time we departed the checked luggage was 50lbs........how ever when we were returning the luggage allowance was down to 40 lbs and we both had to pay for extra weight baggage.........now this is not fair and really comes in under fraud

    TheDev8342@AOL.com 11/24/09 7:01AM

  • On 10/29/09 my husband and I took continental flight #1647 from Chicago to New Orleans with a connecting flight in Houston
    (IAH)at 11:05PM. When we arrived at the Houston Airport we were told all flights to New Orleans were cancelled. The staff was very rude and uncaring and could not help us with any information other than we were on stand-by for the next day. I was the maid of honor for my best friend's wedding that next day and the chances of getting a flight on stand by did not assure us of arriving on time. We did not want to miss the wedding so we had to take a cab to the Amtrx Station
    and take a train to New Orleans as that was the only way we could be sure to make it on time for the wedding. Our hotel reservation was for three nights. Even though we were not able to use the room on Oct.29th we still had to pay for that night.
    I feel that we should be reimbursed for the air fare,train,cab and hotel room. The train, cab and hotel room were extra expenses due to the cancellation of our flight. The train was $100 for 2 people the hotel room was $102 and the cab was $50.00

    Patti 11/23/09 3:34PM

  • This airline is a bunch of thieves. My wife and i purchaced a gift certificate for my parents to fly to visit for Christmas for $550. My parents are unable to come now and the gift certificate expires soon. I asked if it could be re-issued for another year and was told no. So basically they have our money and we have no service for it. Don't use this thieving company ever. Not helpful at all and cares nothing for its customers.

    Anonymous 11/16/09 3:37PM

  • The most useless staff ever both at the gate and on the telephone. Poorly informed and incredibly slow. Useless at redeeming travel vouchers. Onboard staff were nice.

    Anonymous 8/14/09 2:33PM

  • I signed up for your Continental Credit Card because you promised two $100 flight coupons. I have the coupons after a year but they don't work and nobody at your customer service desk can seem to help me. they keep transferring me to an internet desk and the lady that keeps answering is very unfriendly and has asked me to hold on and then disconnects the call six times in a row. It is obvious this promotion is a joke.

    JG 7/8/09 1:38AM

  • To whom it may concern

    After successfully using your agency for many years, I recently experienced a terrible problem. I am writing to obtain compensation for a huge mistake for which I believe your firm is responsible.

    I booked my flight through the Internet back in March 2009. The carrier was Continental Airlines, IAD ....> NEWARK....>Tel Aviv
    Tel Aviv...> Newark....IAD.

    Coming back from Isreal on July 1 2009, at the Newark Airport, I discovered that my flight has been delayed from 9 pm to 11 pm and again till 2 am.
    After flying for 11 hours, I was already tired and has stranded for another 10 hours at the Newark airport. There was no food or drink to buy. Being a diabetic, my sugar was low to dangerous level 66.

    I board the plane at 2 am in the morning.
    There was no annoucement to passengers until I confronted the staff person at the counetr to at least update passengers to what is going on.
    The excuse that was given for delays was "due to the bad weather condition" No body buy that, In July 1st, the entire north east had a wonderful and clear weather condition. The plane was supposed to come pick us up from Pitsburg.


    Because your agency caused the problems, we expect you to work with us to obtain a satisfactory resolution. Specfiically, we expect you to:


    Provide me with first class round-trip tickets on a domestic flight.

    From my experience, this situation was a dramatic letdown from the superlative service that we usually receive from Continental airlines. In fact, I have always been loyal to your firm because of the exemplary treatment we have received from you and your attentive staff. We suggest that you coach the night shift crew in proper customer relations. His behavior does not reflect positively on Continental airlines.


    Sincerely,


    Issayas Yona

    Anonymous 7/7/09 5:23AM

  • I was on Continental Flight # 1195 from Newark to Chicago Ohare on this Monday the 25th of May ,Memorial day . Your flight attendant by the name of " Jan" was a very ruse and unprofessional and obviously someone who should not be allowed to do this job . She discriminated against me which was so obvious . This is what happened :
    I was in seat # 15D , an isle seat when a couple came and asked if the lady in the window seat or i could move to a middle seat in row 9 seat number E , a middle seat, because his wife and he wanted to sit together because they had an infant with them, i volunteered to move and sat in the middle E seat . As passengers got in i saw the people right in front of me were travelling with a dog in a carrier ofcourse , that the lady put under her seat, so it was right in front of me .
    I am very allergic to dogs and cats , so i asked this flight attendant to please find me another seat , she looked very annoyed at my request . She went away , i looked around and saw 2 empty seats an isle and a middle seat both in row 6 ,three rows ahead from where i was . As she came back i asked her if i could move there , she said "no, ive found you 2 seats in the way back" i said but these two in the front are empty too . She said " ill need to wait till everyone has boarded " Everyone HAD boarded already .
    Then she came back and very pleasantly asked the lady with the Dog ,if " she and her husband would like to move to the 2 seats I had found in row 6 " to which they said " No , we have our whole family ,3 kids and couple all sitting together "
    Then she looked at me angrily and said "ok, you can move there " Her face showed her dislike of me for some reason . She just did not want to accomodate my request at all, was wanting to bypass me and displace the family with the dog , even after i had told her i was Asthmatic and could end up having an asthma attack because of the Dog .I asked her name as we were getting off the plane in Chicago and she wouldn't give me her last name . There were two lady attendants , this one had reddish dark blonde hair , the other one was a brunette . Its the Reddish hair one im complaining about .
    Most flight attendants are very nice , but this one gives all a BAD NAME . I beleive she should be FIRED !!! or Re Trained on how to treat passengers of all colors equally.

    Anonymous 5/27/09 12:20PM

  • Continental Airlines are holding over three and a half thousand euros of our money refusing to allow us credit for flights booked. Despite numerous emails requesting a telephone number to speak with someone directly no response has been had. Incredibly bad service. MT

    MT 5/26/09 11:34AM

  • My husband and I would like to lodge a complaint concerning the service and attitude of the flight attendant on our recent flight #2198 from Houston TX to Charleston WV. She talked in a very rapid and disinterested tone. She was not professional nor friendly. She was curt when we asked a simple question, she flew down the isle hitting against our seats several times, not that it was a problem just appeared rude. We flew to Austin TX and back to Houston with very nice people, We thought you would want to know. Thanks

    Pat Carder 4/29/09 5:27PM

  • I had a connecting flight in Houston to Orlando on April 27th 2008. My flight landed in Houston around 545pm and my flight to Orlando was scheduled for 7:10pm. Not only was my flight delayed till 10:50pm, but no one mentioned anything about the delay.

    I think this is ridiculous, i even heard the flight that was scheduled to fly out of Houston to Orlando tonight has been rescheduled for tomorrow morning April 28th.

    I don't think i am ever taking another continental flight!

    Anonymous 4/27/09 9:15PM

  • On a flight this wekend on Continental, service, customer service, employee attitude, ability to service unhappy customers, I give this airline, CONTINENTAL
    marks so bad that I will never use or fly on this airline again. I would very much like to tell my story. Please contact me at the address below.

    itsyourlabel@aol.com 4/20/09 4:46PM

  • In general the flight attendants are rude and unhelpful. I've needed water to take medication, and had trouble getting it.
    Furthermore the food is so bad, you need to pack your own if you don't want to go hungry.
    Overall, if you fly Continental, expect bad treatment and discomfort.

    Melissa 4/20/09 1:14PM

  • During my checkin yesterday April 13 at approximately 9:30 a.m. at Houston Intercontinental to board CO2099 from Houston to Guadalajara, the ticket agent who assisted my daughter-in-law, Karla Garnica, and me, Maria L. Cisneros, used quite an inappropriate sense of humour. I found her quite offensive. She asked whether my passport picture was a mugshot for the "carcel" or jail. When we completed our checkin process, she offered us something from a paper bag and joked that it might be something we could be jailed for. This has never occurred to me in any airline. I do believe you should call her attention in this matter.
    Sincerely, María de Lourdes Cisneros

    Anonymous 4/14/09 1:13PM

  • I want to express my deep dissappointment with my trip home last Sunday. My friend and I were to board a flight from Tampa to Newark. When we arrived, I found out that I had a seat but my friend did not. I booked the flight almost a month ago and designated the two seats we wanted.

    We had to wait til everyone got on the plane before they could find two seats available. I do not understand why this happend. I picked the seats when I booked the flight. Why were those seats given to someone else

    Your customer service person told me that we were guaranteed to get on the flight but not the seats. To me that is ludicrus. I picked the seats, therefore, those seats should have been ours not someone else.

    Ladidiane@aol.com 3/16/09 5:46PM

  • I am absolutely floored. After reading these comments. No wonder why I am having so much trouble with Continental's customer service. And everyone is right, it is bad. All I want if for them to cancel my old one pass card and issue me a new one with my legal name on it. I was married back in the 1970's, and divorced and Continental won't change my name on the one pass. I sent them a copy of my drivers license, but that's not good enough. I asked the rep/cs manager to give me the name of his manager and VP with address and phone number, but he has not given it to me. This is very POOR customer service. I won't be flying with them, and I am going to advise all my family and friend not to fly with them. Oh...and the numberous BOD that I am on for companies, I will also advise them not to fly Continental.

    Donna 3/6/09 11:39PM

  • Arriving in Vancouver from Cancun we found our checked bag smashed to the extent that chocolate bars were were in 100 pieces. A bottle of vanilla from the duty free had its cap wrenched off, and the bag was totally soaked in vanilla.
    Agents at the baggage pickup said tough luck and refused to take a report or do anything at all. Under repeated questioning, they provided the Continental WE CARE number, but assured us we would get nowhere. We emailed instead to SystemTracing@coair.com and in a series of emails, "baggage specialist" D.J. Deardorff asserted:

    Continental is not liable for almost any form of luggage damage, according to their "Contract of Carriage", in this case she quoted "Rule 28, Section C, Number 8, letter a),articles xvii and xxii, and letter c), all found on page 42."

    Continental is not responsible to inform clients of any government regulations (such as those that eventually forced us to check our stuff instead of having it as carry on.)

    We should take any baggage beef to the unnamed "manager" of Vancouver Airport, even if that means returning to Vancouver, where we do not live.

    I sent the whole email sequence to corporate communications corpcomm@coair.com, an address I found in the Continental quarterly report. No response as yet.

    That report (http://www.continental.com/web/en-US/content/company/profile/continentalFacts2009q1.pdf) also lists the names and titles of key Continental management.

    You can also find a brief profile of Continental CEO on wikipedia. Good luck actually talking to anyone in authority who cares, though!

    Steve Miller 2/12/09 12:27PM

  • Continental is one of the worst companies I have ever had the misfortune to fly with. Two flight cancellations and two badly handled unscheduled stop-overs. Trying to reclaim money wasted through their incompetence is virtually impossible. DO NOT FLY WITH THEM, THEY ARE ABOMINABLE!!!!

    Alan 2/6/09 9:51AM

  • I was on flight 154 from Newark to West Palm on 1/13/09 and would like to report the gate attendants "robotic conduct". I can overlook that the wrong flight number was initially called, and that non existent row numbers (the plane did not have 42 rows) were called. However, despite a back up on the plane, jetway, and the gate, they continued to call new row numbers to wait in line. When I brought to their attention that they were needlessly creating a backup at the gate, their response was to smile and call additional rows to the end of the line. Despite the fact that I waited for the last call at the gate before getting on line, it still took nearly 20 minutes to be seated, due to the backup on the jetway and plane, and the plane left late. I suggest you reinstruct your gate attendants on the purpose of a gate call, and the need to utilize some common sense.

    Anonymous 1/19/09 9:26AM

  • My Name is Telisa A Copeland-Tapp. My daughter Morgan M Tapp flew into Houston Tx on Flight#726 on 4 Jan 09. So far this has been a disaster. When Morgan arrived in Houston she was told that the flight to South Carolina was canceled. She called me in a panic. Shes 17 years old. I asked her to let me speak to one of the representatives to find out what was going on but the representative refused to speak to me. Morgan ended up spending the nite in the Airport alone and very afraid.
    Morgan said that the representatives were very rude. Morgan's flight #2462 was redirected into Charlotte Douglas Airport on 05 Jan 09. She was told that her luggage would be on the flight. My husband and I decided to pick Morgan up from Charlotte which is nearly a two hour drive because we did not want her to wait for another 6 hours for a connecting flight into Columbia S.C after waiting for 18 hours in Houston. After we arrived to pick up Morgan we waited about an hour to be informed that her luggage was routed into Columbia and that it would be ready for pick up at 5:00 PM. After waiting for an hour at the Columbia Airport we were rudely informed that her luggage was not there. I have never encounted such bad customer service. I work for the U.S Government at Fort Jackson and my office handles a travel Agency. We book many flights for soldiers thru Continental Airlines. I will inform my office of these events and the shabby service that we received. I request to be reimbursed for the $40.00 Luggage fee for luggage that hasn't been received yet, $7.00 park fees, $40.00 for gas for round trips to charlotte from Columbia and return and to Columbia Airport and $265.00 for loss wages. I WILL NEVER FLY CONTINENTAL AIRLINE AGAIN.

    Anonymous 1/5/09 8:21PM

  • I traveled for my company 11/3/2008 and returned 11/7/2008, I called the "Wecare about what you think" 800 932 2732, I was transferred 8 times so I called the Houston Office713 342 2950, I was transferred twice to be told there would be a $20.00 charge for a mistake their employee made, when I left El Paso, My Excess Baggage Receipt was placed with my boarding pass, the Houston employee placed a stamp/tag with the number 0005424074 but no receipt is with my boading pass. I am not pleased that I was told I would have to pay $20.00 but if I was a one pass customer, it would be free...I'm sure the amount of money my company spendss would amount to someone in your company printing off the copy ...that you apparently have....and I'm still on hold.....I called the houston office713 324 2950 on my CELL

    Anonymous 11/14/08 3:08PM

  • Submit your comment >>
  • I just got off the phone with a wonderful customer service rep. named Natalie. I called with a very important question regarding my daughter's trip abroad. Natalie was extremely helpful, polite, and thoroughly answered my question. In a day and age when good customer service is rare, it is always such a treat to deal with someone who really wants to help a customer. Hats off to Natalie and those like her. We, the customers, really do remember you and the company that employs you. Thank you Natalie!

    Darlene 1/11/10 12:09PM

  • I fly about 50,000+ miles a year. I fly to many destinations in the US and many outside the US. I have flown Continental, Delta, NWA, AA, United, and many of the smaller airlines. In my experience Continental has consistently been better than all of the other airlines. Yes I have experienced problems with Continental but not as many as with the others. Continental has the best in-air passenger accommodations of all and when you are on 3-hour and longer flights that is worth putting up with an occasional ground baggage problem (which I have had only one in the last five years.)

    SM 12/7/09 4:28PM

  • I called the customer service line to get a seat assignment. (Couldn't do it through the third party that made the reservation). I was impressed that I got a real human being almost immediately (10 seconds) after responding to just two prompts: "yes" to existing flight (versus new flight) and "yes" to domestic (versus international).

    Anonymous 12/2/09 2:47PM

  • I would like to Acknowledge a reservation change person I worked with recently. Her name is Lisa Ward, and she works out of Salt Lake City. Ms. Ward very capably helped me with an extremely complex reservation change that involved correcting some wrongs done on the part of immigration officials at an airport. She was patient, compassionate, competent, and extremely professional in carrying out her responsibilities. I do hope she is paid well. You have a star here!
    Mandy Manderino

    nursmand 11/20/09 11:42AM

  • Excellent customer service, very short or no hold time to speak to a representative. I did not know my confirmation number, the rep. was very gracious and
    extremely helpful. I am IMPRESSED with such exceptional customer service as it is becoming a rare thing to expect nowadays.

    Samia

    samia722 11/14/09 9:26AM

  • I have flown with Continental several times..I tried to be prepared and follow their suggestions. I have each time experienced a professional team at Continental.....

    I will continue to request flights through Continental....Not perfect but heads and shoulders above my previous flying experiences

    bryan 10/18/09 12:37PM

  • I would like to let you know, what a very special person you have as a flight attendent,named HEIDIE. we were coming home from Las vegas, we were bringing our son's ashes home. This was a very hard thing for us. HEIDIE went out of her way to make this as plesent as possible. She was loving person who made us feel that we were with friends.She made this flight enjoyable. We came in Tue september 15 2009 , flight:CO 480 first class(A) our names are PAUL KRAMARCZYK & JUDITH KRAMARCZYK

    JUDITH KRAMARCZYK 9/16/09 6:00PM

  • Hey, I'm a Frequent Flyer - they do a good job, better than most. Relax all...

    JCR 8/20/09 9:07PM

  • Many thanks to Debbie in Salt Lake for her conscientious effort on behalf regarding travel vouchers. Best regards, Mary Ann and Reuben Shiffman

    Anonymous 7/31/09 5:57AM

  • My 3yo daughter and myself were traveling from Ft. Myers, FL to Newark, NJ. Our seats were separated so I asked the attendant at the gate to see what could be done. Tracy was so helpful. She paged a few people up and found someone to switch seats with me.

    Just before we were to get on the plane an announcement was made that we were going to be delayed. Throughout the almost 2 hour delay Tracy and the other agent (don't remember his name) kept making announcements and entertaining us. They were more than attentive and helpful in making alternative plans for others.

    Thanks for making a stressful situation better!

    GlenbeulahGal@aol.com 7/13/09 2:38PM

  • we traveled thru denver on thurs. may 7th, 2009 and found that since our connection was an hr. late getting there,(from aspen on United ), we had missed our plane from denver to Hueston by 5 minutes. we needed to get to Hueston and then transfer to get to Ft. Myers that night.
    We found two very helpful agents at the desk. Ricki Ishi and Deborah Cadiz. They did not have to stay there for 20 minutes going thru the computer to find us alternate ways to get home. But they did! and they found us a Delta flight to Atlanta and then on to Ft. Myers. The other man at the desk just told us we were out of luck. But because of Ricki and Deborah, we got home in time to get to a wedding on friday.
    I know that you all get many complaints. We wanted to pass on some good news and wanted you to know how appreciative we are of their help. Ricki even called the baggage holding area and had a man find our 2 bags and send them on to delta to our flight...and the bags were there in Ft. Myers when we arrived!
    THANK YOU for your kindness and help in this stressful situation. Kudos to you both!!
    From Ben and Arlene Roth

    From Ben and Arlene nRoth 5/9/09 2:14PM

  • I'm writing this to thank a phone representative of continental airlines named Michael. The phone number called was 800-523-3273. On January 18, 2009 I was traveling from Newark to Denver and I needed to change my flight to an earlier one. There were three flights leaving Newark to Denver that day, and I was scheduled to fly on the last flight. The first flight had been canceled so, understandably, many travelers would be trying to get onto that second flight. Despite this, Michael was so accomodating and got me on that second flight. I appreciate so much the service, the consideration, and the human touch. It's refreshing to see such customer service.

    Anonymous 1/31/09 9:08PM

  • This letter is way past due. I've been meaning to write it since March 2006. When I arrived in the Dominican Republic, my bag did not arrive with me. I dealt with a very personable young man by the name of Alberto Cruz Cruz. When I was leaving DR, my flight was cancelled due to a snowstorm on the East Coast. I was 67 and alone, not knowing quite what to do. Alberto spotted me and immediately came over to help me. He really went out of his way, securing a room for me at a beautiful resort, as well as arranging transportation to the resort. He sent a taxi to pick me up the next morning, and checked on me while I waited for a flight home. He made a difficult situation be not quite so bad. I hope he is still with you, and if so, please know what a wonderful employee you have in him.

    Cordially,

    Annette Littman

    annette littman 1/19/09 1:01PM

  • A couple of weeks ago (Dec. 13) I accidentally left my wallet on the floor by my seat on a flight from Austin to Houston. When I discovered the mistake I went immediately to the Customer Center in Concourse E where Carmello and Kathy tried to help me. I am writing to tell you how much I appreciate their efforts. These ladies continued to help me while working with other customers. I wanted you to know that they do an awesome job. We brainstormed every possible solution to the problem and Carmello kept in contact with the cleaning crew to be sure they would look for my wallet the moment the plane was brought back into service. We were hoping someone could get to it before my flight home to Seattle, but at least I received happy news on my cell phone the moment I landed. Without her help I am not sure I would have received my wallet intact at my door a few days later.

    Thank you for hiring such amazing conscientious workers.

    Susan Hulbert, XK161979

    Anonymous 12/31/08 9:25AM

  • I would like to commend and thank one of the Continental agents in Jacksonville, FL. Katherine O'Connor went beyond my expectations when I was trying to travel home from Jacksonville last week (12/10). My flight to Houston was going to be delayed such that I would miss my connection.
    She went over to Northwest, found me a seat on their flight leaving in about 20 minutes, then came back to the counter and helped me convince the Northwest ticket agent that I could make that flight since I had no baggage.
    Next, she arrived at the gate to make sure that I could board, and again had to persuade Northwest to let me on the plane.
    I made it home that night and my family was very pleased.
    Thank you!!!
    Eric E.

    Anonymous 12/16/08 8:45AM

  • I would like to commend the professional yet personal help received by a young lady named Risha. She works in customer care and is responsible for getting my daughter and her little dog, home. I thank you and appreciate all of your time and efforts in resolving a difficult situation. Risha, thank you.

    Anonymous 9/29/08 5:55PM

  • Hi,

    I just wanted to let you know that one of your ticketing agents went above-and-beyond to help me today. Please convey my appreciation to Ms. Iliana A. at the LAX airport (she was working the morning of August 8th).

    When my return tickets were cancelled by mistake, she went out of her way to re-claim my already checked luggage, call American Airlines on my behalf to see if they could help me, and then she assisted my with coordinating new tickets from my company's travel agent.

    When my travel agent re-booked me she gave me a choice of either Continental or Delta (the latter being slightly cheaper). Well, Iliana was so wonderful that I told her I'd rather fly with Continental.

    I highlight Iliana because she was so extremely nice and helpful to me, but the other agents working were also helpful and nice (to the other customers as well).

    Thank you for hiring such wonderful employees, Continental. Your staff turned a potential travel disaster into an awesome experience.

    Don Griffith
    Flt CO 541 B

    Don G. 8/8/08 1:31PM



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