I spoke again today with the Continental customer service representative who has been handling this issue.
She apologized again, assured me again that the airline takes what happened very seriously, assured me that the issue is being handled at the highest levels of senior management, and assured me that a full investigation was being conducted, including interviewing every employee at every airport who had anything to do with my daughter, and approriate steps would be taken to ensure that something like this doesn’t happen again.
She said that Continental is going to refund my daughter’s entire fare and fly her back to Boston in first class for free. They are also going to refund the round-trip tickets that my in-laws bought to fly to Boston with M and then back to Cleveland, and replace them with first-class tickets as well (note: they had already planned this trip before what happened on Sunday). Finally, they are giving my wife, my daughter and I “Silver Elite” status in their frequent-flyer program, OnePass, until the end of the current program year, which apparently is next February.
I doubt we’re going to be flying much between now and then, so the frequent-flyer upgrade doesn’t really mean all that much, but it’s nice that they offered something extra.
The real question is, when they’re done with the investigation they claim to be doing and they’ve taken whatever corrective action they decide to take, are they going to release any information about what they learned and what was done? I sure hope so.