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CO Is A Business, Not An Airline?  
User currently offline727EMflyer From United States of America, joined Mar 2005, 547 posts, RR: 0
Posted (9 years 4 months 3 days 1 hour ago) and read 6483 times:

Though I am normally a UA flyer, I recently took a ride on CO (micronesia) HNL-GUM-HNL and was quite intrigued by the atmosphere in the cabin. It is well regarded in this forum that CO is the gold standard for service among U.S. majors, and they have recently been the best off financially. I am wondering if this is because CO views/presents themselves as a strict business, selling a product, rather than an airline, providing air travel?

The things that get me curious about this range from the billboard next to the door as you come down the jetway (looks like a clear advertisement), the slogan "Work hard. Fly right." which obviously puts business first, the welcome video with Larry Kellner first "selling his product" then thanking the pax "for their business" instead of "for flying with them" and later "hoping you will come see us again" instead of flying with them again, and finally the content of the inflight magazine which lacks stories of travel interest but provides a ton of content geared toward a business traveler arriving in NYC.

So is that CO's key? Have they cornered the lucrative business market by being "one of the guy's" with the business traveler while accepting, but not catering to, the leisure market? Thanks for your opinions!

42 replies: All unread, showing first 25:
 
User currently offlineGuamVICE From Guam, joined Jun 2005, 151 posts, RR: 18
Reply 1, posted (9 years 4 months 3 days ago) and read 6437 times:

I've never really thought about it that way. I will be completing the same leg of travel in two days (I'm in Guam right now). As far as I'm concerned, CO has always given me the best service on my trips home. I've flown with Northwest through NRT/RJAA, and found the flight attendants exceptionally rude. I remember a time when "Continental Micronesia" graced the sides of the aircrafts. Their motto was, "Fly with the warmth of Paradise." The motto may have been changed, but the service hasn't. So whatever their strategy is, it gets them my money. After all, an airline is a business, is it not?


The two most engaging powers of a photographer are to make new things familiar and to make familiar things new. ~Thacker
User currently offlineUtapao From Thailand, joined Jul 2005, 645 posts, RR: 8
Reply 2, posted (9 years 4 months 3 days ago) and read 6407 times:

727EMflyer -

Bingo! Whether CO, or AA or BA or CX or SG... in the 2000's, airlines are a business... period... end of story.
  • If that means some may or may not opt for IFE... they have made a business decision.
  • If they state they cannot afford to serve food, that is a business decision.
  • If they drop a route, it was a business decision
  • If they claim they cannot operate with existing costs... that is a business decision. (If there are inhouse issues with that, then they need to be made known to the public, not fist pounding on Board tables... nothing, obviously, will come of that)

They flying public will then make their choices based on what Airline A offers vs. Airline B... both cost and service.

The employees will make a decision as to whether they can work with the new rules/salaries.

The airlines...as a business... have one bottom line to account for, and one group to whom they are accountable. That is the stockholder (at least for those airlines who are public).

US carriers, for the most part, struggle because they do not "seem" to have a clear, logical business plan (over-simplified, I realize, but bear with me). LCC's know what their market and their target audience is. Charters know where their market and their target audience is. International carriers serving the US, ditto. Freight forwarders know what their market is.

US carriers, for the most part, try to be all things to all people... and that leads to deliverying nothing of value to anyone.

Instead of airlines hiring a bizillion MBA's at huge salaries with absolutely NO experience, and little/no travel experience... perhaps they would be better off trusting their old-timers who know the business and know what the traveler is asking for.

Or... God forbid... they might want to do focus groups, listen to their frequent travelers, listen to their "not-so-frequent" travelers, and decide what their market is.

If you look at the most successful business in the world, they have specific targets. They do NOT try to be all things to all people... and it seems like US carriers suffer from this more than any airline anywhere else in the world.

I am NOT a CO afficianado... but I definitely give them their ups for narrow-body service to smaller markets in Europe... ERJ's to Mexico, etc. They have listened... they have reacted... and they are winning for now.

This is all about Business 101 in school, and not Testosterone 101, which is the logic most airlines continue to operate under.



Sawasdee khrab!
User currently offlineAA737-823 From United States of America, joined Mar 2000, 5947 posts, RR: 11
Reply 3, posted (9 years 4 months 3 days ago) and read 6362 times:

I don't want to turn this thread into a rant and rave, but here's why I fly Conti:

Two long trips in the last two weeks.
First, AA CVG-ORD-DFW-ANC.
The ERJ-140 from CVG-ORD did not have an operating lavatory sink. No water would flow. The aircraft had a loud hissing noise coming from behind the lavatory area.

The MD-80 from ORD to DFW was fine. I was frustrated with the airline for canceling my direct flight to Dallas and routing me through Chicago, though, as it really made things tight. But the flight itself was fine.

The 757 from DFW to ANC was a disgrace. The left wing flaps (N631AA) were missing large sections of paint; they were down to the primer. The flaps also had some questionable repair work done to them. Perhaps I am simply unfamiliar with the type of repair completed. But being 75% done with my school's A&P program, you'd think I'd have seen it.
The kickers were the condition of the cabin. My window frame was broken, as was the frame behind mine. And FINALLY, MY SEAT SMELLED OF URINE!!!. Not a pleasant 6.5 hour flight.
Further, I paid five entire dollars for a piece of turkey in a flour tortilla. It wasn't appealing, and was a complete rip-off. Additionally, this was the only food they offered for the duration of the 6+ hour flight.
Finally, the first movie they showed quit halfway into the feature. They messed with it for several minutes, then decided to show something else. Not the world's biggest letdown, but neither does it reflect well on the airline.


Trip two:
Continental ANC-IAH-DAL
The ANC-IAH leg was serviced by a 737-824 with winglets. The cabin was comfortable and clean. I tried my hardest, but found no urine odor anywhere. Everything was in working order, including the lavs and the passenger service units. They showed TWO movies, free of charge. They served TWO MEALS, FREE OF CHARGE. Granted, they were smaller than meals once were. But the salad on my dinner (the flight was listed as a 'snack' flight) was larger than the turkey wrap AA charged $5 for.
I had an amazing flight. It was one of the best in recent memory.

The flight from IAH to DAL was okay. There was a delay on the ground with the ERJ-135... seems the APU had a problem. But we got off the ground, and made it to Love Field quickly- almost on time. My baggage was delivered in a timely fashion.

Now, after reading all that, you can say it's all about a business decision. And I appreciate this new perspective. I had not considered this to be CO's angle at marketing, but it makes sense.
THAT SAID, I feel like a valued customer at Continental, and I feel like a burden to American Airlines.
So it's not a business decision for me- it's a matter of being respected.


User currently offlinePlanesailing From United Kingdom, joined Jul 2005, 816 posts, RR: 0
Reply 4, posted (9 years 4 months 3 days ago) and read 6327 times:

Quoting 727EMflyer (Thread starter):
I am wondering if this is because CO views/presents themselves as a strict business, selling a product, rather than an airline, providing air travel?

I suggest you read "From Worst to First" by Gordon Bethune. You hit the nail on the head about their business attitude, its all outlined in the book.

I am currently reading it and it is a very informative and easy read.


User currently offlineBostonGuy From United States of America, joined Jul 2000, 514 posts, RR: 7
Reply 5, posted (9 years 4 months 3 days ago) and read 6304 times:

Interesting observations you had on CO's communications to it's customers.

Frequently really small details count for a great deal with customers. Being very strategic with the words used in customer communications is one small detail many companies overlook.

Not sure if what you observed is making a difference, but it sure wouldn't surprise me if it was.


User currently offlineGARPD From UK - Scotland, joined Aug 2005, 2716 posts, RR: 4
Reply 6, posted (9 years 4 months 3 days ago) and read 6309 times:

I flew CO from EDI to EWR then to PBI and onwards to NAS, operated by 757, 757 and B1900D repsectively. I could not fault their service. Even though on arrival at EWR I found I had missed mt connection to FLL. They reconnected me within 20 minutes (Everyone on my flight had connections so there was a queue).

Onboard service was fabulous, terminal services were good. You realy felt respected and treated like a paying passenger, not just another schmoe transiting through their turf.

My flights homes, NAS-FLL-EWR-EDI were also great.

All round good service, good food and happy crew/staff. I think thats part of the reason they are doing so well.



arpdesign.wordpress.com
User currently offlineIkramerica From United States of America, joined May 2005, 21582 posts, RR: 59
Reply 7, posted (9 years 4 months 2 days 23 hours ago) and read 6246 times:

Quoting 727EMflyer (Thread starter):
Larry Kellner first "selling his product" then thanking the pax "for their business" instead of "for flying with them" and later "hoping you will come see us again" instead of flying with them again, and finally the content of the inflight magazine which lacks stories of travel interest but provides a ton of content geared toward a business traveler arriving in NYC.

Larry is continuing Gordon's tradition here of introducing himself before every flight and explaining about the airline.

As for the magazine, it varies as to business vs. travel content.

It will always focus on NYC, IAH, or CLE as well any new routes they fly. When they started mainland China service, they had articles about destinations in China, same for the added Germany services. And of course articles about golf and business advances and such, because frankly, the business traveler is the one flying the route enough to be bored enough to read the magazine. The business traveler has seen all the inflight movies already (CO doesn't vary them as much as other airlines, but they are free).

But I think the communication between staff and customer at CO is very strong. When departing late, there is almost always an explanation of why. The captain will also let you know if they still plan to arrive on time and the exact time they expect to get into the gate, as well as any further delays, all good business practice. And rebooking is so much easier at CO than I've experienced at AA and DL.



Of all the things to worry about... the Wookie has no pants.
User currently offlineLincoln From United States of America, joined Nov 2004, 3887 posts, RR: 8
Reply 8, posted (9 years 4 months 2 days 23 hours ago) and read 6170 times:

Quoting Planesailing (Reply 4):
I suggest you read "From Worst to First" by Gordon Bethune. You hit the nail on the head about their business attitude, its all outlined in the book.

After you finish from Worst to Frist, I can strongly recommend "Hard Landing: The Epic Contest for Power and Profits That Plunged the Airlines into Chaos" by Thomas Petzinger, Jr... while the book is nearly as long as the title (including like 200 pages of bibliographic references) it is an excellent history of the airline industry from the beginning through the mid-90s and gives you a very good idea of how everything is connected to everything else going all the way back to the beginning [An area where I feel From Worst to First, Nuts, FlyingHigh, etc. could be better]

To the OP's point... I don't know of any airline that doesn't at some level consider themselves a business  . Continental definately values the semi-frequent to frequent business traveler who is not as sensitive to price as a tourist and as such seems to focus on what business travelers have told them they want [hey, imagine that, an airline that actually reacts when its customers tell them what's on their mind--the reason CO still offers food in flight and why their First Class cabins do just about anything but shrink]

I had more of a point to make re: "Work Hard. Fly Right." when I started, but I got a bit long winded about Hard Landing and forgot.

The root, though, of Continental's success is that they do not take the customer for granted (most of the time). If the customer is unhappy, they at least pretend to be unhappy...they plaster their customer service contact information absolutely everywhere (and who can forget a phone number like 1-800-WE-CARE-2?).

I think the resaon for the customer satisfaction and success is due to the fact that (from what I understand) CO places a very strong emphasis on "Make the customer happy, including bending or breaking rules if you feel that it would be best for the situation" vs. "Here is the rulebook and you will be terminated if you don't follow it to the letter"

They instantly became my favorite airline for in-flight service (I've flown AA, AS, CO, DL, NW, US, UA, WN and others I can't think of at the moment) the first time I flew them and their response to my customer service issue made them my #1 preferred airline. I would be willing to make a nearly infinite number of connections to stay on-line with CO and avoid DL, AA, or even NW.

In short: CO is sucessful because they realize that at the basic level there is nothing forcing the customer to chose CO's product over anyone else.

Lincoln
[The agents I dealt with at CLE the first time were awful... so I wrote a letter. Two weeks later I got a telephone call from "Mr. Kellner's Office" appologizing for the problem and assuring me that I should not expect that in the future and gave me a direct number to call "should I have any further concerns". The funny part was I didn't include my phone number in my letter, meaning that not only did someone take the time to READ the letter they also took time to pull up my reservation (or however they found my phone#). I love CO. Long Live CO!]

[Edited 2005-08-22 04:03:04]


CO Is My Airline of Choice || Baggage Claim is an airline's last chance to disappoint a customer || Next flts in profile
User currently offlineJetdeltamsy From United States of America, joined Nov 2000, 2987 posts, RR: 7
Reply 9, posted (9 years 4 months 2 days 22 hours ago) and read 6115 times:

Gordon Bethune and his Go Forward Plan created a new airline from the inside out.

Continental Airlines is a business, and very much a full-service, global airline.

The people at Contiental have found their niche and figured out how to run an airline profitably. They're just going like hell over there!

Continetal will survive because it is a very well run company.



Tired of airline bankruptcies....EA/PA/TW and finally DL.
User currently offlineCO757bos2iah From United States of America, joined Aug 2005, 78 posts, RR: 0
Reply 10, posted (9 years 4 months 2 days 22 hours ago) and read 6095 times:

After 9/11 Gordons thought was ..ok..it may cost money to continue meals,but how much will it cost you NOT to ( you may take a chance on customers leaving )

And yes all airlines are a business,all of them have a bottom line when it comes down to it. It's up to each airline on how and what kind of service ,product, etc they put forth.

Finally....I can say it's not lost on the employee's as to how people view us,from your Captain,to the maintenance guy,to the ramper,to the res agent.

I'm sure it's the same with the other airlines. Everyone must feel some sense of pride in their company no matter the difficulties.



Continental Airlines. We span the globe,because the world is your workplace.
User currently offlineLincoln From United States of America, joined Nov 2004, 3887 posts, RR: 8
Reply 11, posted (9 years 4 months 2 days 22 hours ago) and read 6056 times:

Quoting CO757bos2iah (Reply 10):
I'm sure it's the same with the other airlines. Everyone must feel some sense of pride in their company no matter the difficulties.

No, it isn't, this is what makes Continental somewhat unique. I would venture that the vast majority of employees at the other legacy airlines feel absolutely no sense of ownership -- and therefore have no reason to have pride in -- their airline.

At just about every other legacy airline I've delt with recently, I get the very distinct impression that the employees would be just as (un)happy bagging groceries or washing cars and do not feel like it is *their* airline. If policy says to smile then they smile. If policy doesn't say to smile... I think the majority feel like a cog in a giant machine.

At CO, I get the sense that the vast majority of employees beleive it is their company, and they are empowered to satisfy the customer. This shows in so many ways...Specific examples elude me at the moment, but next time you have a few hours to kill at an airport, spend some time sitting next to a CO podium and listening to the agent-traveler interactions. After an hour or so, move on to another legacy carrier's podium and do the same thing.

I'm doing CLE-EWR-CLE in a week and CLE-IAH-ONT-IAH-CLE a week after that... And I'm actually looking forward to it. Not for any of my usual reasons -- equipment type, new airport (although it will be my first time through both EWR and IAH...Looking forward to both, and I hope the IAH-ONT or IAH-CLE segment is overbooked so I have a bit more time to wander around), new airline...or any of the other reasons I have when flying somewhere else but because CO makes traveling enjoyable.

Sure I would love to be an elite (Right now it looks like I'm going to be about 5k-8k miles short because I didn't really get started until June) or get upgrades to First, but even coach is plesant on CO. I've flown for 15 years without a clear preference of airline...just whoever can get me there at a reasonable fare. Now I look CO first-- and usually last.

Lincoln



CO Is My Airline of Choice || Baggage Claim is an airline's last chance to disappoint a customer || Next flts in profile
User currently offlineSlider From United States of America, joined Feb 2004, 6924 posts, RR: 34
Reply 12, posted (9 years 4 months 2 days 21 hours ago) and read 5965 times:

Quoting Planesailing (Reply 4):
I suggest you read "From Worst to First" by Gordon Bethune. You hit the nail on the head about their business attitude, its all outlined in the book.

Amen- a classic tome, albeit in Gordo folksy speak. But the general business philosophy is very sound.

Quoting CO757bos2iah (Reply 10):
After 9/11 Gordons thought was ..ok..it may cost money to continue meals,but how much will it cost you NOT to ( you may take a chance on customers leaving )

Or, "You can make a pizza so cheap no one will want to eat it."

My department still invokes the old "we're taking cheese off the pizza" line frequently.


CO really has a lot of it figured out. While it's not perfect, the push is usually there to keep striving for it. CO communicates with its employees more extensively than any other company I've worked for, and more than any other airline as well, based on my colleagues I talk to at other carriers.

I think the Go Forward Plan really sums it all up:

Fly to Win-- PRODUCT
Fund the Future-- $$
Make Reliability a Reality-- OPERATION
Working Together-- PEOPLE


User currently offlineTornado82 From , joined Dec 1969, posts, RR:
Reply 13, posted (9 years 4 months 2 days 20 hours ago) and read 5900 times:

Quoting Lincoln (Reply 11):

Sure I would love to be an elite (Right now it looks like I'm going to be about 5k-8k miles short because I didn't really get started until June) or get upgrades to First, but even coach is plesant on CO. I've flown for 15 years without a clear preference of airline...just whoever can get me there at a reasonable fare. Now I look CO first-- and usually last.

Wow, to the amount of miles you're short, to your start date in OnePass, to your theory of picking your airline... you sound like my clone!  Smile


User currently offlineMasseyBrown From United States of America, joined Dec 2002, 5600 posts, RR: 7
Reply 14, posted (9 years 4 months 2 days 19 hours ago) and read 5868 times:

Quoting 727EMflyer (Thread starter):
accepting, but not catering to, the leisure market?

That's a fair description. CO intentionally doesn't go after the whole market, just the profitable part, and they schedule accordingly.



I love long German words like 'Freundschaftsbezeigungen'.
User currently offlineSidishus From United States of America, joined Oct 2004, 519 posts, RR: 4
Reply 15, posted (9 years 4 months 2 days 19 hours ago) and read 5835 times:

Quoting 727EMflyer (Thread starter):
The things that get me curious about this range from the billboard next to the door as you come down the jetway (looks like a clear advertisement), the slogan "Work hard. Fly right."

Bethune's first career was the navy, and there is a long tradition of painting an "E" on the side of aircraft (and bridgewings of ships) after the Excellence Awards (for battle efficiency, etc.) that are given out anually to the highest scoring unit. Bethune's early days were in "Heavy Attack" and the competion in that world for the "Battle E" was particularly intense. His squadron (VAH-11) won the E when he was attached to it.
Anyway, he borrowed from that tradition and did the same with the JD Power awards on the side of CO's aircraft. Lately, I've noticed they've been putting their advertisements up.

Here is an example of a squadron (this is the Pacific Fleet "Heavy" winner, Bethune's squadron was the Atlantic Fleet winner) proudly dispalying their Battle E...



the truth: first it is ridiculed second it is violently opposed finally it is accepted as self-evident
User currently offlineCentrair From Japan, joined Jan 2005, 3599 posts, RR: 20
Reply 16, posted (9 years 4 months 2 days 18 hours ago) and read 5794 times:

I am convinced that I must fly them. I would love to fly an American carrier and not have material for a comedy skit.

It takes creativity, vision, purpose and a goal to get any business done. Obviously NW, UA, US, AA and DL have done poorly in this department. Maybe they should learn that high quality at a low cost with maximum profit is not bad. Low Quality at a low cost and maximum profit doesn't make good business it makes mediocrity.

Apple computers have always been known as expensive, but the quality and the company's focus has always been well defined. Now they have become popular and they are making some cost reductions to expand their business but they are not losing sight of quality and the vision.

In my business (study abroads)we have stepped back from the "traditional" type attitude and gone with an economically conservative but fun, enjoyable, creative and challenging business model. We have not lost our vision and goals but are far more capable of creating something original that people will buy. Supply and Demand are the basics but if you supply something better at a lower cost it will meet the demand better.



Yes...I am not a KIX fan. Let's Japanese Aviation!
User currently offlineAR385 From Mexico, joined Nov 2003, 6601 posts, RR: 35
Reply 17, posted (9 years 4 months 2 days 18 hours ago) and read 5771 times:
Support Airliners.net - become a First Class Member!

I was sometime ago a gold elite member, and needed to go IAH-NYC over the weekend. I browse through that site (I don't remember the name) where you bid an amount of money for a fare and if you get it you get the fare. Well I got my fare at 55 USD roundtrip IAH-NYC dep.Friday evening ret. Sunday midday.

Call me ambitious but after I got my ticket I called reservations and asked if my seat was upgradeable. The guy "Mike" who took the call, was so rude and sarcastic that it seemed surreal, and, he hung up on me. I was so enraged that I called immediately 1-800-WECARE2 and got a woman on the phone. Right now I don't remember her name but she was sympathetic and nice and UPGRADED me to BUSINESSFIRST, since it was a 777. So, I went to NYC on Businessfirst for 55 USD on a 777.

When I came back I wrote a letter to the airline talking about that woman and how helpful she had been. Two weeks later I get a letter from CO's customer service thanking me for the letter and telling me that they had shared it with the woman and her supervisor. I'm sure she got a nice remark on her file, or maybe even a bonus.

Yes CO is a business that EMPOWERS its employees to actually DECIDE how to resolve a situation. It is not a clone producer. I have a couple more stories but I don't want to bore people

That's why I always fly CO


User currently offlineIkramerica From United States of America, joined May 2005, 21582 posts, RR: 59
Reply 18, posted (9 years 4 months 2 days 18 hours ago) and read 5744 times:

Quoting Centrair (Reply 16):
I am convinced that I must fly them. I would love to fly an American carrier and not have material for a comedy skit.

well like most US carriers, economy is 31-32" pitch and no PTVs on the 757, so on a very long flight, I'd be unhappy (I'm tall). But shorter flights, and Business First of any length, is well done on CO. Not luxurious, just comfortable and functional. Food in Y is filling and tasty if not "cuisine" and the food in Business First (and longer First class flights) rivals International First class on many other carriers, though the wine list isn't as long. Doesn't matter to me, as I prefer cocktails to wine.

Anyway, to best get a sense of why people who fly CO are loyal to them, fly them on a 3 hour US domestic flight on a 757 or IFE equipped 737. You'll get a meal, multiple drink runs, a free movie, and a clean airplane. Few carriers in the world can claim all the same for shorter narrowbody flights anymore.



Of all the things to worry about... the Wookie has no pants.
User currently offlineJoost From Netherlands, joined Apr 2005, 3186 posts, RR: 4
Reply 19, posted (9 years 4 months 2 days 18 hours ago) and read 5745 times:

Quoting AA737-823 (Reply 3):
I tried my hardest, but found no urine odor anywhere.

Is that a hobby of yours?  Wink


User currently offlineMX757 From United States of America, joined Aug 2005, 628 posts, RR: 12
Reply 20, posted (9 years 4 months 2 days 13 hours ago) and read 5646 times:

As a CO employee I would like to thank everybody for there comments and for flying with us. We will keep it up on our end. Thanks.


Is it broke...? Yeah I'll fix it.
User currently offlineTornado82 From , joined Dec 1969, posts, RR:
Reply 21, posted (9 years 4 months 2 days 11 hours ago) and read 5541 times:

Quoting AR385 (Reply 17):
Well I got my fare at 55 USD roundtrip IAH-NYC dep.Friday evening ret. Sunday midday.

Call me ambitious but after I got my ticket I called reservations and asked if my seat was upgradeable. The guy "Mike" who took the call, was so rude and sarcastic that it seemed surreal, and, he hung up on me. I was so enraged that I called immediately 1-800-WECARE2 and got a woman on the phone. Right now I don't remember her name but she was sympathetic and nice and UPGRADED me to BUSINESSFIRST, since it was a 777. So, I went to NYC on Businessfirst for 55 USD on a 777.

You should have been hung up on for asking for an upgrade on a $55 round trip. They should have "upgraded" you to the cargo hold in my opinion. Actually, you should have never been given that ticket at that price from the get-go. The additional fuel burned because of your ~180 lbs (Operational estimate) weight probably didn't pay for the actual "Fare" CO got out of that after taxes and whatnot.


User currently offlineCO757bos2iah From United States of America, joined Aug 2005, 78 posts, RR: 0
Reply 22, posted (9 years 4 months 2 days 11 hours ago) and read 5516 times:

And a big thanks to MX757. Our safety record speaks volumes.


Continental Airlines. We span the globe,because the world is your workplace.
User currently offlineLemurs From United States of America, joined Mar 2005, 1439 posts, RR: 4
Reply 23, posted (9 years 4 months 2 days 9 hours ago) and read 5383 times:

Quoting Tornado82 (Reply 21):
You should have been hung up on for asking for an upgrade on a $55 round trip. They should have "upgraded" you to the cargo hold in my opinion. Actually, you should have never been given that ticket at that price from the get-go. The additional fuel burned because of your ~180 lbs (Operational estimate) weight probably didn't pay for the actual "Fare" CO got out of that after taxes and whatnot.

Just because someone else screwed up in the pricing area, or you're envious of his great airfare, doesn't mean he deserves to get treated like crap. Paying customers are just that. Now I agree it seems unlikely he would get upgraded, but that doesn't justify treating him like a burden, ever.

This is what customer service is about. It's a really damned tough job, and people take it for granted.



There are 10 kinds of people in the world; those who understand binary, and those that don't.
User currently offlineAR385 From Mexico, joined Nov 2003, 6601 posts, RR: 35
Reply 24, posted (9 years 4 months 2 days 8 hours ago) and read 5336 times:
Support Airliners.net - become a First Class Member!

Tornado82,

Precisely because of what you rudely state, I took the time to write a letter to the airline basically thanking them. The name of the agent who upgraded me was Esther Thorp, by the way.

I really do not understand your reaction.


25 ARGinLON : 55USD RTN IAHEWR? And you got an upgrade? Hmmmm....(sounds fishy) Give me an idea on when you flew to try to believe what you are saying.
26 Tornado82 : It's simple, you screwed the system to every extent of the meaning in getting that upgrade. I know damn well that when I'm flying discounted fares th
27 AR385 : Tornado82, Stop being so patronizing. I did not buy my ticket at CO, but through a legal website where you bid. When you use that website if you get y
28 Avpilot01 : Bingo!!! Nicely said, welcome to my respected list. You know your stuff.
29 Planesailing : The book comments on how they went into the car park with the employee hand books and burnt them, ingenious!!
30 Positiverate : How do you know it was "questionable"? That's your opinion...
31 Post contains images Acidradio : If you want to court lucrative business travelers, why not speak to them like businesspeople? Businesspeople go on vacation too sometimes! If we can
32 Post contains images Ikramerica : You mean names like Ted and Song and FunkyJet (gotta be coming soon) and "Gee, aren't we cheeky" Air are condescending to the business traveler?
33 ARGinLON : AR385 You flew on a Friday eve to EWR on a 777? Are you sure? Unless the IAHEWR schedule in 2001 was different than today, I believe all CO 777s would
34 AR385 : Whatever ARGinLON if you are going to attack my credibility there is nothing I can do. The flight on Friday evening was on a TU-134, but I confused it
35 N270ft : Through my personal experience, I find AA to be very much on par with CO. Although all of my flying has been done in a premium cabin. (mostly NYC-LON)
36 WGW2707 : Every airline is a business by its very nature, and I can assure you, Continental regarding itself as such is not unique, nor is it responsible for th
37 KLMflyer : As a European living in the US I noticed the striking difference in the concept of air travel: low or inexistant standards of service, rude airline gr
38 Mkirch72 : CO will continue to be my airline of choice because they are one of the few businesses that actually implements their business plan in conjunction wit
39 Post contains images Tornado82 : Sorry but I don't think any airline can help you at 6'5" in economy. This is one case where being 5'8" is advantageous for me!! I agree 110%. Thank y
40 B744F : All this motto and advertisement nonsense means nothing if the company doesn't actually do a good job at what they're supposed to do. All companies re
41 Ikramerica : Well, yes and no. The mottos can mean something IF they encourage the employees to do a good job at what they do. For instance, CO's mottos seem to r
42 Mandala499 : CO is an airline that doesn't forget it is a business... it is there to make money by providing a service... Unfortunately, a lot of airlines tend to
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