I am far from a frequent flyer; in fact, I had only flown once since 9/11 when I flew last year on Continental from Jacksonville, FL, to Newark, NJ, for a family wedding in CT. I booked through Orbitz and had no problems. This year, however, another family wedding was to take place in NJ, so I again used Orbitz for my flight reservations; however, somehow they gave the wrong info to Continental and my debit card was billed. This would almost have wiped me out of funds, so I immediately went in to cancel the reservations and re-book the same flight using the correct credit card account. I spoke to several representatives at Orbitz when I realized this error, but all they would say is that I would have to deal with Continental. When my husband found out (he saw the debit when he went online to our bank account to pay bills) that we now had 2 sets of tickets, totalling almost $900 for a weekend (3 day) trip, he flipped out. Being the wonderful man that he is, he kept saying he wasn’t mad at me, but I know he was disappointed and I was miserable. To make it worse, he didn’t want to go to the wedding in the first place! Well, I had just changed jobs and had very little opportunity to make a personal call, but I finally did and I got Terry. I explained my situation to her and how much this was affecting my life and she took sympathy on me, I guess, and put me on hold while she found the right person to speak with to see what could be done. I didn’t mind holding and the longer it was, the better chance I felt I had. She came back on the line and told me my checking account was being reimbursed the full amount of the first set of tickets! If I could have gone through the phone to kiss her (and her wonderful supervisor) I would have. I told her how happy she made me and that I loved her for her efforts.

Our trip was wonderful and again Continental came through as the true professionals they are. Please acknowledge Terry DeArma(s)for her people skills and compassion. She truly deserves it!

I am far from a frequent flyer; in fact, I had only flown once since 9/11 when I flew last year on Continental from Jacksonville, FL, to Newark, NJ, for a family wedding in CT. I booked through Orbitz and had no problems. This year, however, another family wedding was to take place in NJ, so I again used Orbitz for my flight reservations; however, somehow they gave the wrong info to Continental and my debit card was billed. This would almost have wiped me out of funds, so I immediately went in to cancel the reservations and re-book the same flight using the correct credit card account. I spoke to several representatives at Orbitz when I realized this error, but all they would say is that I would have to deal with Continental. When my husband found out (he saw the debit when he went online to our bank account to pay bills) that we now had 2 sets of tickets, totalling almost $900 for a weekend (3 day) trip, he flipped out. Being the wonderful man that he is, he kept saying he wasn’t mad at me, but I know he was disappointed and I was miserable. To make it worse, he didn’t want to go to the wedding in the first place! Well, I had just changed jobs and had very little opportunity to make a personal call, but I finally did and I got Terry. I explained my situation to her and how much this was affecting my life and she took sympathy on me, I guess, and put me on hold while she found the right person to speak with to see what could be done. I didn’t mind holding and the longer it was, the better chance I felt I had. She came back on the line and told me my checking account was being reimbursed the full amount of the first set of tickets! If I could have gone through the phone to kiss her (and her wonderful supervisor) I would have. I told her how happy she made me and that I loved her for her efforts.

Our trip was wonderful and again Continental came through as the true professionals they are. Please acknowledge Terry DeArma(s)for her people skills and compassion. She truly deserves it!