Expert: Roberto Gomes - 1/30/2011

Question
Hi

I was due to travel back to the UK from Newark Airport with Continental on the 28th Dec at 7.35pm. When we arrived to check in we discovered massive queues and subsequently didn't manage to check in on time and missed our flight.

We then queued for 7 hours to get re-accomodated and managed to get on a flight the following day. We weren't offered a hotel or any meal vouchers.

The long check-in was caused by a lack of staff due to the snow a couple of days before.

As Terminal C is all Continental Airlines could the long check-in caused by under-staffing be described as "a delay to their scheduled operations"?

Also, am i entitled to any compensation? Or to claim back my hotel costs?

Thanks in advance for help you can give.

Answer
Dear Steve,

This an odd situation specially to CO to try to manage hundreds of customers with non-appropriated staff.

But the main point here is that you did not shown up at the check-in counter in time to catch your flight and therefore is not airline fault to pay for your accommodations and meals.

But airlines have at least some business sense and realize that if they treat their customers poorly they will not survive. If I were you I'll address a letter to CO's customer service and wait for the results.

Hope you can get something.

My best regards,
R. Gomes