Continental dis-honoring upgrade voucher

Is this going one elsewhere, too?

Here’s a tale of airline duplicity with implications for thousands of
airline customers.

On September 18th, 2003, I had reserved a morning flight on
Continental but was not really required at my destination until later
that evening. At the boarding gate I learned that Continental had
overbooked the flight and offered compoensation to anyone who would
take a later flight. I accepted.

My compensation was a Continental Airlines voucher entitled, "Positive
Space Upgrade Valid within Mainland US, Alaska, the Caribbean and
Latin America.” That phrase is printed on both the cover and on the
coupon inside the voucher, signed and stamped by the Continental gate
agent.

The voucher also states inside the front cover and on the coupon
itself, “This certificate is valid for a First Class upgrade when
traveling on a paid fare ticket . . . ” The coupon is noted as good
for one year.

So far, so good. At least it seemed to be until I recently tried to
use the upgrade.

I own a business that builds and hosts web sites and I also operate a
web site that promotes Caribbean travel. I made plans last weekend to
visit some of my clients so I booked a Continental flight to Barbados.
A Continental agent helped me, over the phone, find a low fare based
on the usual 21-day advance purchase. It’s a fare available to any
traveler. I placed the reservation.

When I informed the reservation agent that I have a First Class
upgrade voucher, the agent said it could not be applied to this flight
because, “your fare is too low.” I pointed out that the voucher only
requires that I travel on a “paid fare ticket” and makes no
distinction as to the fare being high or low. She was adamant.

But I need to make the trip so I booked the flight however I then sent
an email to Continental’s Customer Care department. I asked what part
of “paid fare ticket” did not apply to this reservation and asked that
they confirm that they would honor the upgrade.

They did not answer that question. But they did respond, a few hours
later, that the voucher could not be honored because the airline does
not have First Class service to Bermuda.

I promptly wrote an email pointing out that my reservation is to
Barbados, not Bermuda, stating that they do offer First Class Service
to Barbados, and reminding them that they had not answered the
question regarding the alleged low fare restriction.

After waiting more than a day and a half without a response, just
before going to bed at Monday evening, I wrote a stronger email backed
by the promise of legal action and publicity if they did not honor
their voucher. Sometime during the night I got a response saying,

QUOTE

Your reservation is indeed booked for BRIDGETOWN, BARBADOS, please
excuse the error.

In investigating rules and guidelines for usage of the customer
care positive space upgrade certificates that are issued, this is the
latest information.

EFFECTIVE IMMEDIATELY FIRST CLASS UPGRADE CERTS
WILL NOT BE HONORED FOR USE ON AIRCRAFT WITH A
BUSINESS FIRST CABIN.

We do apologize for the confusion.

ENDQUOTE

Note that there is no date or verifiable citation in their published
rules regarding this alleged “latest information” but the language
implies that it is a recent thing. And note that they continue to
ignore the claim that the fare being "too low" somehow voids the
compensation voucher. And they still have not confirmed if the upgrade
will be honored but leave that issue hanging.

I wrote back early this morning reminding them this policy is not
stated on the voucher and while recent changes in their policy may
affect vouchers issued after that policy was instituted, it does not
change the terms under which I accepted an upgrade as compensation for
doing them a favor.

So far, they have not replied.

The voucher was issued in NJ and both Continental and I both are based
in NJ and the refusal to honor their alleged "compensation" here in
NJ. Therefore, I've filed a complaint with the Attorney General of NJ,
office of Consumer Fraud. I've also filed it with a well known
television consumer advocate.

Is this going on elsewhere? Anyone else have similar problems?

Thanks, CaribeJoe

On 27 Jul 2004 22:19:10 -0700, (brenda) wrote:

You might want to sign up & post this on the Continental board at
FlyerTalk.com - their members might have some good adviseon what you
can do.

Thanks for the suggestion. It's already posted there and while there
is consensus that CO is wrong, there are no solutions offfered.

But I have filed a foormal complaint of consumer fraud with the NJ
States Attorney and sent the information to various consumer advocates
at area television stations.

This is outrageous behavior by CO. They first claim that the fare (an
ordinary 21-day advance ticket - surely the most common fare sold) is
too low to qualify for the voucher. That contradicts the plain
languuge of the voucher that only requires that I fly on a "paid
ticket" and makes no such distinction as to class of fare.

it's as if they are saying, Yes you may use the voucher to upograde to
upgrade but oopnly if you pay a premium. When con men do this it's
called "bait and switch."

Then they say I can't have the upgrade because they don't have First
Class service on the route - which is a flat out lie. They do. It's
published and sold on their web site.

Then they claim I can't use it because the route has Business First
service and some recent rule (made after I accepted their offer)
prohobits the voucher when that service exists - but BF service does
not exist on that route.

And now, finally, after all that nonsense has been refuted with they
are trying silence, not answering emails.

wrote:

Is this going one elsewhere, too?

Here’s a tale of airline duplicity with implications for thousands of
airline customers.

On September 18th, 2003, I had reserved a morning flight on
Continental but was not really required at my destination until later
that evening. At the boarding gate I learned that Continental had
overbooked the flight and offered compoensation to anyone who would
take a later flight. I accepted.


Just take them to small claims court in NJ. Very easy to do.

MTV

wrote:

Is this going one elsewhere, too?

Here’s a tale of airline duplicity with implications for thousands of
airline customers.

On September 18th, 2003, I had reserved a morning flight on
Continental but was not really required at my destination until later
that evening. At the boarding gate I learned that Continental had
overbooked the flight and offered compoensation to anyone who would
take a later flight. I accepted.


Just take them to small claims court in NJ. Very easy to do.

MTV

wrote:

Is this going one elsewhere, too?

Here’s a tale of airline duplicity with implications for thousands of
airline customers.

On September 18th, 2003, I had reserved a morning flight on
Continental but was not really required at my destination until later
that evening. At the boarding gate I learned that Continental had
overbooked the flight and offered compoensation to anyone who would
take a later flight. I accepted.


Just take them to small claims court in NJ. Very easy to do.

MTV

On Fri, 30 Jul 2004 14:43:12 GMT, MTV
wrote:

Just take them to small claims court in NJ. Very easy to do.

That was to be my next step. But they blinked after I filed a fraud
complaint with the NJ State Sttorney and made a big hoo-hah on the
Internet.

After trying a last ditch stand saying that the upgrade was valid only
for one way, they finally agreed that "vaild for upgrade to FC when
traveling on a paid ticket" does not include any such restiction. I
bought a r/t ticket. So the coupon should apply to that ticket, not
just a portion of it. After all, plain language is plain language.

I now have a FC seat confirmed and documented on the round trip in
question. But thank you for your comments and sound advice

To the flamers and word twisters, get a life.