I first contacted Continental weeks before I had booked my trip because I am not familiar with traveling with a puppy on board an aircraft. The first customer service representative I spoke to did not seem familiar with the rules. I simply decided to call back and I would probably get someone else that may have more experience and or training in the procedures and the second representative seemed to know very well about it.

I asked very specifically what was involved in bringing back a puppy with me from Kansas City which is where I connect to from Newark with my original departure from Palm Beach International. I did not ask about what bag, or any singularly pointed questions; rather I asked what was “completely” involved. I had shipped a dog in the past but does not compare to traveling with a 4 month old puppy. Or so I am finding out.

I was told that I would need a special travel bag, and I would need to notify Continental 72 hours in advance that I was traveling with my puppy period. This was explained to me by 2 of your employees. I expect that if I am calling to ask that I am told what I should expect. I think that is reasonable.

When I got to the airport the counter representative I was informed that I would have to pay a 125.00 dollar fee to have the puppy on board with me. I quickly called customer service and honestly had very less than desirable results. And frankly that is being very generous with my overview. I was told “That’s the way it is” so naturally I asked to speak to a supervisor. She was from the start very aggressive with me. She not only was speaking with words I did not understand and I happen to have graduated college with a 4.0 GPA. She continued with her aggressive and blatantly unprofessional service to me. The story of why I was not informed was changed from an airport rule, to a United Airlines rule? I do not know why and finally to a Continental rule. As she continued to become ruder with me I asked if I could get another type of supervisor and she told me “No” I kept re-iterating what information I was not given by your company and she continued to blame the two customer service people for the error and basically told me there was nothing I could do. I then asked her again if there was someone I could talk to and she finally told me that I could speak to a supervisor by asking the personnel at the gate in the secure area to speak to a supervisor. I spoke to him and while he was much more professional and not hostile to me as was the previous supervisor he told me all I could do is write to Continental.

I do not expect to be treated with hostility in the first place, nor do I think that it should be held accountable for your representatives not informing me about the additional fees. Particularly since I intentionally called on a fact finding mission and asked about the complete process and therefore I was confident I was informed of the complete process. I would not have a reason to doubt what I was told by your company. Whether your staff is not trained on explaining the process or your company is responsible for making sure that we know as consumers what we can expect. Then I was treated with such hostility, which I would think your organization should govern itself accordingly at this point in time. I am not going to stand for that and will pursue both of these matters all the way up to your corporate ladder if that is what I need to do.

Everyone in my organization will learn about my experience with Continental. I also plan on posting this information on a highly visible frequently visited web site because frankly I am very hurt by this. At this time I think it is more than reasonable that I get answers and retribution from Continental on the cost of the charges for the dog. Never mind how I was treated with hostility. I did not come prepared for my trip with that money and now I am scrambling to find where I am going to raise the extra cash. Perhaps I can go without eating for 10 days? I am at a loss for what to do.

Joe Morweiser
309 SW 2nd Ave
Boynton Beach, FL 33435
561-735-3391 HOME
561-239-9229 CELL