When Tim Milller tried to cash in a travel certificate to buy a Continental Airlines ticket, the system didn’t accept his PIN number. But instead of working with him to fix the problem, the airline charged him for the full amount of the ticket and told him he was out of luck.
Is Miller’s case unresolvable?
Maybe. Maybe not. Yes, he tried to go through normal customer service channels to use his certificate and ran into a brick wall. But there’s a happy ending.