Estimados compatriotas y amigos hispanos:
Reciban mi respetuoso saludo y asimismo mis sinceros deseos que todos sus objetivos y metas se esten cumpliendo.
La presente es para compartirles mi indignada queja al trato que estamos recibiendo por parte de Conrtinental Airlines. LLegue la semana pasada de Peru y la experiencia que comparto en las palabras de mi novia les podra dar una vision de lo que esta pasando y es un maltrato que debe parar. Esta queja la hemos enviado a Continental y estamos esperando repuesta.
Gracias por leer esta queja y en el siguiente correo les compartire lo que escribi en el quincenario "El Amauta" en el cual tengo mi columna.
Humildemente,
David Toledo, MA
Social Activist &
Psychology Teacher
Certified by the State of New Jersey
Continental Airlines Customer First Commitments - Feb. 1, 2010 Rosalina Santos 84 Althea Street Clifton, NJ 07013 908-764-4242 Rosiesantos7@yahoo.com April 9, 2010 To Whom It May Concern: I am writing this letter as a complaint because I am dissatisfied with the services that I received from Continental Airlines. On March 25, 2010, I was traveling to Lima , Peru on flight CO 1037N from Newark , New Jersey with my family: my boyfriend, his 92 year old grandmother and his 10 year old child. We arrived at the airport, three hours before boarding as Continental airlines suggested. There was a long line to check in our baggage as well as a long security line, which seemed to take longer then expected for most people. After completing the security check, which his grandmother was randomly picked to do a more thorough search of her body, we proceeded to walk towards the gate. We arrive at the gate 73, about 25 minutes before boarding time of 2:45pm. At that time there were two representatives and a supervisor handling the gate, they proceeded to tell us that the gate was closed and our baggage was removed from the plane and that we would not be unable to fly without our baggage. We begged them to let us on and explained that his 92 year old grandmother could not run to the gate and that we had an important religious event to attend to. The supervisor rudely and sarcastically suggested we should have asked for a wheelchair. We continued to ask for reasons why they would not let us on and they continued to be rude and not give us any reasons except that we could not fly without our baggage. We spoke to the supervisor, Sebastian Kunskowsky and he rudely told us that there is nothing that he could do. We requested to speak to someone above him and he told us "the only person above me is President Obama and you would have to contact him to let you on the plane." Meanwhile, we went to customer service at the airport to see what our options were, the representative at customer service called to the gate and asked the supervisor Sebastian Kunskowsky why they were not letting us on the flight. He told the representative that the gate was closed and that he would not open the gate; the representative booked my family of four on the next day's flight. I asked myself, did Continental Airlines over book the flight and was that the reason that they were not letting us on, because according to Continental Airlines Customer First Commitments, flights are overbooked with expectation that some reserved seats will remain unused at the time of departure. We returned to the gate to see what was going on. One of the men that board the baggage onto the plane had come up and asked who had canceled the order to pull the baggage off the plane. Therefore, during the whole time we were asking to go on the flight they had not pulled our baggage from the plane and by that time the departure time was changed to 3:15. They still would not let us on the plane and told us that are baggage would be on carousel nine. They even threatened to call security, when we were not doing anything wrong just asking for an explanation in the most polite manner. We walked down to carousel nine and waited for two hours. We spoke to baggage claim various times and they told us that are baggage was in transit to Peru . Finally after being in baggage claim for two hours with my family, I asked another supervisor and she told us that are baggage would be on the flight for the next day to Lima, Peru except one suitcase that went on the flight that day. At an extra expense, we had to take a taxi home to Clifton , NJ with our carry on luggage and return the next day by taxi as well, because we did not have anyone to take us to the airport. After losing a day of our vacation to Peru , on March 26, 2010, we went to Newark International Airport and the security lines were much shorter and took less time to process everyone. We took flight CO 1037Y to Lima , Peru . We were given four different seats for myself, my boyfriend, his 92 year old grandmother and his 10 year old child. Continental Airlines Agent told us to talk with the other passengers on the plane to see if they would change seats with us. When we were on board, the door had closed and about ten minutes later they reopened the door and allowed more people to come on board. I did not understand why the rules from one day to the next change. If the gate would not reopen for us, why did it open for others on the next day? We returned from our trip on April 5, 2010 from Lima , Peru to Newark , New Jersey on flight 1038Y. My experience on the flight was unpleasant. During the dinner meal, they offered chicken or beef. I requested beef, when I received the meal and cut into the meal the meat was completely raw in the inside. When asked one of the flight attendants, she said well we only heat up the meat, we do not cook the meat and she kept on walking. I then asked another flight attendant and he apologized and gave me a choice of something else. I declined. I did not appreciate how I was treated with the first flight attendant. There are Food and Drug Administration laws about serving raw meat due to food poisoning and bacteria that is found in raw meat. In addition, I am sure that Continental Airlines needs to follow the FDA rules and regulations My family and I felt much stress over this situation. We believe that as customers of Continental Airlines we deserve respect and courteousness. According to Continental Airlines Customer First Commitments, "Continental Airlines is dedicated to providing a level of service to our customers that makes us a leader in the airline industry today. Our goal is to make every flight a safe and pleasant experience for our customers." We did not receive a level of service that would make you (Continental Airlines) a leader in the airline industry and we did not receive a pleasant experience, especially from the supervisor Sebastian Kunskowsky and other staff members. My family and I use Continental Airlines for most of our trips, we always found that you are a reliable airline and have courteous staff on board and in the airports. At these tough economic times, we try to put things aside and travel. However, this trip has left a horrible impression on myself and my family. For future trips, I will think twice about using Continental Airlines. If you need any additional information on this complaint, please do not hesitate to contact me at the contact information listed above. I expect a response and/or an explanation from your company. Sincerely, Passengers: Rosalina Santos David Toledo Daria Jorquera (92 year old female) Sebastian Toledo Cabrejos (10 year old child)
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