Continental Airlines - given wrong information about how to get oxygen for passenger - not able to take flight due to not having oxygen

# 10 for June 18, 2003

Complaints.com received the following on June 17, 2003:

From: Magee, April [Email User]

RE: Continental Airlines - given wrong information about how to get oxygen for passenger - not able to take flight due to not having oxygen

Here is my complaint against Continental Airlines: In May, I called the airlines to book a flight for my father, Carl Magee, from PA to CA. He needs oxygen so I was transferred to the oxygen desk and booked the flight there. I was told the doctor needed to call the desk before the oxygen tank would be booked. So I booked the ticket and gave the desk phone number to the doctor. Dr. Shah called the desk and approved my father for flight.

He had to fax some information to them as well so the oxygen could be ordered. After eight years, I was finally going to see my father on Father's Day. Thanks to Continental, that never happened. He was denied the flight and told his doctor never called. He was extremely upset as was I.

He had to drive from Leola to Philadelphia to be on this 6am flight. I called the oxygen desk immediately and they said they'd never heard from the doctor. They placed the oxygen order at that time and told me to have the doctor call them. I called Dr. Shah Monday morning (today) and he said he'd called weeks ago and done everything he was asked to do. I called the oxygen desk back and told them the doctor did not make the mistake, they had. For the first time, the representative told me the doctor needed to call Metlink, an entirely separate number, and not call the oxygen desk.

After speaking to the desk twice before, this was the first time I was informed of Metlink or this new phone number. Why wasn't I given the correct information from the beginning? Why was Dr. Shah given a confirmation that everything was alright? We are furious at Continental's incompetence and irresponsibility. Both myself and my fianc