Continental Airlines Baggage Service

Continental Airlines Baggage Service

I would like to bring your attention to an unprofessional service that I received from Continential baggage resolution service center. On April 17th, 2005 (Sunday), I traveled on Continental Airline, flight 1680 from Seattle, WA to Newark, NJ. Upon arrival, both of my baggages were lost and I filed a claim immediately through the Continental service center at Newark airport. The service agent informed me the baggages would be delivered within the next 24 hours and would update me when they are located and the time scheduled to be deliver.

On Monday evening, I called to request the status of my claim, the agent informed me my baggages has been found and has already been scheduled for delivery, I reconfirmed with the agent the correct address and phone number, however, I never receive any contact from Continental regarding such delivery.

On Tuesday evening, I contacted the Baggage Resolution Center again to request updated status, the agent I spoke with, Kevin was extremely rude to me. Not only he refused to find a better solution in locating my baggages, he was literally yelling at me over the phone using inappropriate languages. He did not offer me any assistance and asked me to hang up the phone to call back so I can get another agent because he stated he “did not know” how he could have helped. I had no choice but to call back to speak with Mary Ann, and assist me finding out the baggages have been delivered to a different building address right across the street.

The doorman of such building told me the delivery service literally just “dumped” my baggages there without the consent of the building security. If, anyone would contact me before or upon delivery as promised by Continental, this would not have happened. I have been a long time customer of Continental Airline and have never experience such inefficiency, including a horrible customer service I receive through one of your agents. Despite the fact that my hometown is in Seattle and Continental offers the most convenient route, I will have to reconsider other options next time I travel home. Thank you for your attention.

Heidi Click this link to e-mail the message author: Email User