As I mentioned the other day, we are in the process of trying to finally use some of our miles for a long awaited trip to the Hawaiian Islands. The initial problem though had to do with combining the multiple OnePass accounts my wife and I each had in our names.

So I continued to try calling the OnePass phone line (713-952-1630), as I was directed by an agent at Continental. I finally was able to get into the phone queue early in the morning, and was told it would be a 10-15 minute wait. I am beginning to think Continental has really cut back on the amount of people servicing this phone line, as it has been extremely difficult to actually talk with someone. However, I was on a long drive and had some time to sit and wait.

After 20 minutes, I heard the automated voice stop talking and figured it was my turn. Great! Hello, hello. Somehow I lost the connection. No Verizon, I can not hear you now. I tried calling back, except this time the wait was 20-25 minutes, and I was only a couple minutes away from my destination.

I did learn something from the phone call though. The automated attendant said for name changes to contact onepass@coair.com with a copy of your marriage license. Since I knew I was going to have to go through this step anyways to combine my wife’s accounts, I figured I would just wait and include all the revisions in one email to Continental.

After waiting over a week, and none of our accounts being combined, I called the OnePass line again, and happen to get through after a short wait. The nice agent told me they have been slammed with requested over the past couple of months, and it might take up two weeks for the transfer to complete after email notification. So she looked into it.

She easily combined both of my accounts, and said the miles transfer should be complete within 24 hours, which it was. She left me on hold for a good 10 minutes trying to locate our email and marriage certificate to combine my wife’s accounts, but could not locate it. So she requested I resend it, and said I should receive an email tracking number once received. So I resubmitted.

About 24 hours later I did receive a notice that Continental received the notice, and now I just need to wait before my wife’s accounts are combined. The next step will then be to combine the Continental accounts with our United accounts, and then I can finally make some reservations.

What I do not understand is why it seems all of my emails lately never get received on the other end. Who works for these companies? And why do we as consumers need to continue to push to get these companies to do what they are supposed too? I can totally understand why most people would not even bother, as it takes patience and keeping good notes.

I always tell my wife, anything that is free is never really free, and somehow we pay for it, whether with time, or if it is hidden in other costs or paid by others.