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I Love Continental  
User currently offlineLincoln From United States of America, joined Nov 2004, 3887 posts, RR: 8
Posted (7 years 11 months 1 week 4 days 15 hours ago) and read 3114 times:

A few months ago, I had a dismal run of luck with CO -- 5 flights in a row (on two different itineararies), including alarmingly poor performance of a flight attendant from a safety perspective on one flight.

So, I wrote a letter just letting Continental know that I was conerned that the quality of the excellent product I had come to expect was falling off dramatically -- and, specifically, I was concerned about the training/behavior of the flight attendant.

I never threatened to stop flying CO, I just stated my observations and concerns.

About two months ago, I got a voicemail from someone at CO letting me know that they had received my letter and "would have to investigate" and it "may be a while before we can resolve this". Ok, that's cool-- and all I was really expecting.

Well, in today's mail was a well written letter appologizing for my inconvenience, and addressing several other concerns... and a travel voucher.

Continental really understands customer service -- Way to go CO!

Lincoln


CO Is My Airline of Choice || Baggage Claim is an airline's last chance to disappoint a customer || Next flts in profile
33 replies: All unread, showing first 25:
 
User currently offlineMonkeyboi From United Kingdom, joined Oct 2004, 457 posts, RR: 3
Reply 1, posted (7 years 11 months 1 week 4 days 15 hours ago) and read 3092 times:

CO is also my favourite US airline to fly with.

Have to say though, I find the service when flying to/via IAH much better than to/via EWR. The crew are much more pleasant on the IAH flights.


User currently offlineThomasphoto60 From United States of America, joined Jan 2000, 3860 posts, RR: 23
Reply 2, posted (7 years 11 months 1 week 4 days 14 hours ago) and read 3071 times:

Quoting Monkeyboi (Reply 1):
Have to say though, I find the service when flying to/via IAH much better than to/via EWR. The crew are much more pleasant on the IAH flights.

I too have noticed that. I suppose it's that famous Texas hospitality coming through.

Thomas



"Show me the Braniffs"
User currently offline777gk From United States of America, joined Jun 2000, 1641 posts, RR: 18
Reply 3, posted (7 years 11 months 1 week 4 days 14 hours ago) and read 3037 times:

Here we go again with the generalizations... you'd be shocked to hear how many of our EWR-based flight attendants don't even live in the dreaded NY/NJ area. We have people coming in from our former LAX and DEN bases, as well as commuters from, literally, all over the world. It's hardly a geographic issue.

Glad to hear you've had a good experience with Continental.


User currently offlineSteeler83 From United States of America, joined Feb 2006, 9104 posts, RR: 18
Reply 4, posted (7 years 11 months 1 week 4 days 14 hours ago) and read 3006 times:

Quoting Lincoln (Thread starter):
About two months ago, I got a voicemail from someone at CO letting me know that they had received my letter and "would have to investigate" and it "may be a while before we can resolve this". Ok, that's cool-- and all I was really expecting.

Well, in today's mail was a well written letter appologizing for my inconvenience, and addressing several other concerns... and a travel voucher.

Wow! that is great to hear about CO...



Do not bring stranger girt into your room. The stranger girt is dangerous, it will hurt your life.
User currently offlineCheco77 From Peru, joined Oct 2004, 1345 posts, RR: 8
Reply 5, posted (7 years 11 months 1 week 4 days 14 hours ago) and read 2943 times:

CO is an excelent airline and along with DL its my only choice in the US. I always find their F/As to be great and very professional.
Can you possibly share your F/A story with us?
Adam



Czech Boeing lover living in Lima
User currently offlineMonkeyboi From United Kingdom, joined Oct 2004, 457 posts, RR: 3
Reply 6, posted (7 years 11 months 1 week 4 days 14 hours ago) and read 2943 times:

Quoting 777gk (Reply 3):
Here we go again with the generalizations... you'd be shocked to hear how many of our EWR-based flight attendants don't even live in the dreaded NY/NJ area. We have people coming in from our former LAX and DEN bases, as well as commuters from, literally, all over the world. It's hardly a geographic issue.

Glad to hear you've had a good experience with Continental.

Not so much a generalisation, more an observation. And probably personal opinion, which many others would not share. Everytime I have flown via IAH the crew have been much more friendly, interactive and approachable than when I have flown via EWR.

Maybe coincidence, then again maybe just personal preference. I am a bit of a freak, for example I don't like the service on SQ. I find them too robotic and subserviant and without much spark. As if they are forbidden for showing any personality.


User currently offlineExFATboy From United States of America, joined Jul 2003, 2974 posts, RR: 9
Reply 7, posted (7 years 11 months 1 week 4 days 14 hours ago) and read 2921 times:

I've always liked CO, but have never noticed any difference between FAs out of EWR compared to IAH.

I will say that my experience has been that the ground staff at EWR tend to be, on average, a more surly and cranky lot than their IAH or outstation counterparts. I haven't flown CO that much in the last few years, though (B6 or AA always seem to beat them on price to where I'm going), so it could be just random chance.


User currently offlineWorldjet777 From United States of America, joined Oct 2005, 132 posts, RR: 0
Reply 8, posted (7 years 11 months 1 week 4 days 13 hours ago) and read 2827 times:

I stopped flying AA because of CO and I don't plan on going back! I do agree with the point that IAH crews are more friendly, but being a Texan I am somewhat biased! How is their international product in Y? I am flying the EWR/PEK route in July...
Cheers,
wj777



Now Your Flying Smart
User currently offlineLincoln From United States of America, joined Nov 2004, 3887 posts, RR: 8
Reply 9, posted (7 years 11 months 1 week 4 days 13 hours ago) and read 2767 times:

Quoting Checo77 (Reply 5):
Can you possibly share your F/A story with us?

I don't have a copy of the letter in front of me and it was 3+ months ago, I know I was able to cite specific FARs in addition to general courtesy things. Things that stick out in my mind:

- Asleep during takeoff (eyes closed and slumped forward)
- Missed safety briefing items
- Somewhat rude/inattentive throughtout the flight
- A passenger several rows up had his iPod on at an annoyingly high volume (I could hear it clearly and I was at least 3 rows back*) -- during the entire time we were sitting at the gate, during takeoff, most of the flight and again during landing. Not only was this an "electronic device" during takeoff/landing, but myself and at least three other customers asked if the F/A could ask for it to be turned down; he shrugged and said it wasn't his problem).

Not at all what I've come to expect from CO...

Lincoln

*- It was so loud, in fact, that at first I thought CO had started using boarding music... until a coworker in the next row up pointed out what it was.



CO Is My Airline of Choice || Baggage Claim is an airline's last chance to disappoint a customer || Next flts in profile
User currently offlineCory6188 From United States of America, joined Feb 2004, 2686 posts, RR: 6
Reply 10, posted (7 years 11 months 1 week 4 days 9 hours ago) and read 2587 times:

Quoting 777gk (Reply 3):
We have people coming in from our former LAX and DEN bases, as well as commuters from, literally, all over the world.

Definitely true. When I flew EWR-LAX back in Februrary, there was a deadheading CO F/A seated next to me that had just come off a flight from LGW who was heading back home. One thing I wondered about - do commuting employees fly space confirmed, or do they have to deal with standby? That is, if a flight is full and they cannot get on, they aren't going to be able to work that day, for example.


User currently offlineAmazonphil From United States of America, joined Oct 2003, 561 posts, RR: 1
Reply 11, posted (7 years 11 months 1 week 4 days 9 hours ago) and read 2569 times:

Quoting Cory6188 (Reply 10):
Quoting 777gk (Reply 3):
We have people coming in from our former LAX and DEN bases, as well as commuters from, literally, all over the world.

It depends on if the employee was just going home or if they were "dead heading" to the next flight to work. If the later, then they would have a confirmed seat...or positive space. If going home then SB.

Cheers,
amazonphil



If it ain't Boeing, I ain't goeing!
User currently offlineAmazonphil From United States of America, joined Oct 2003, 561 posts, RR: 1
Reply 12, posted (7 years 11 months 1 week 4 days 9 hours ago) and read 2556 times:

I should rephrase this, ,,, even if commuting to work, then they would stiil be SB as they would have to make sure they made it on a flight to "punch in" so to speak. But if they are needed at or on another flight and the only way to get to that flight while they are punched in, then they would be PS

Amazonphil



If it ain't Boeing, I ain't goeing!
User currently offlineCheco77 From Peru, joined Oct 2004, 1345 posts, RR: 8
Reply 13, posted (7 years 11 months 1 week 3 days 20 hours ago) and read 2334 times:

Quoting Lincoln (Reply 9):
- Asleep during takeoff (eyes closed and slumped forward)
- Missed safety briefing items
- Somewhat rude/inattentive throughtout the flight
- A passenger several rows up had his iPod on at an annoyingly high volume (I could hear it clearly and I was at least 3 rows back*) -- during the entire time we were sitting at the gate, during takeoff, most of the flight and again during landing. Not only was this an "electronic device" during takeoff/landing, but myself and at least three other customers asked if the F/A could ask for it to be turned down; he shrugged and said it wasn't his problem).

Thank you for sharing. That looks weird!! I have always found CO crew very professional. I would have been specially worried (safety wise) of the F/A being asleep during take off. Scary...
Good thinking when you wrote the letter!! CO is an airline that likes constructive criticism and they will further make their product better for you and other passangers as well. Well done!
Adam



Czech Boeing lover living in Lima
User currently offlineNIKV69 From , joined Dec 1969, posts, RR:
Reply 14, posted (7 years 11 months 1 week 3 days 20 hours ago) and read 2297 times:

Quoting Monkeyboi (Reply 1):
CO is also my favourite US airline to fly with.

Ditto, Gordo built a great airline and they are the best IMO.


User currently offlineCol From Malaysia, joined Nov 2003, 2087 posts, RR: 22
Reply 15, posted (7 years 11 months 1 week 3 days 19 hours ago) and read 2186 times:

Quoting Monkeyboi (Reply 6):
Maybe coincidence, then again maybe just personal preference. I am a bit of a freak, for example I don't like the service on SQ. I find them too robotic and subserviant and without much spark. As if they are forbidden for showing any personality.

Yep, you are a freak! CO is no on the same ball park as SQ.


User currently offlineLindy From , joined Dec 1969, posts, RR:
Reply 16, posted (7 years 11 months 1 week 3 days 18 hours ago) and read 2161 times:

In my opinion CO stinks. I stopped flying with them in 2000. And to show them that I'm not planning on taking them anymore in my life, I donated all my miles to Maka a Wish Fundation, and Red Cross.

Rafal


User currently offlineXjramper From United States of America, joined Dec 2003, 2448 posts, RR: 51
Reply 17, posted (7 years 11 months 1 week 3 days 18 hours ago) and read 2120 times:

Quoting Lindy (Reply 16):
In my opinion CO stinks. I stopped flying with them in 2000. And to show them that I'm not planning on taking them anymore in my life, I donated all my miles to Maka a Wish Fundation, and Red Cross.

Your loss, because you could have used those miles on someone else. Way to show them.
---------


I believe they are one of the better airlines, but I am basing this off of my opinion as is everyone else.

XJR



Look ma' no hands!
User currently offlineANNOYEDFA From United States of America, joined Dec 2004, 451 posts, RR: 0
Reply 18, posted (7 years 11 months 1 week 3 days 17 hours ago) and read 2040 times:

Asleep during take-off? Even if that was true none of the jumpseats are inpublic view to notice that on the narrow bodies. Not even the 757 at 2L is viewable any longer. The only one that's viewable is on the 73-900 the forward J/S and on the wide bodies which you weren't on.

What saftey briefings could he have possibly have missed that you would know about? As to the Ipod if he didn't notice it then he didn't notice it. If you didn't like the volume level that passenger paid for that seat next time may I suggest you carry ear plugs?



"TWA... One Mission, Yours."
User currently offlineUN_B732 From United States of America, joined Jul 2001, 4289 posts, RR: 4
Reply 19, posted (7 years 11 months 1 week 3 days 16 hours ago) and read 1966 times:

I would have to say CLE has the nicest FAs in the CO system, but each base has it's goods and bads.
How did you know the FA was sleeping? (just curious). Not raising the BS flag on this one, just interested.



What now?
User currently offlineMalaysia From United States of America, joined Nov 1999, 3316 posts, RR: 0
Reply 20, posted (7 years 11 months 1 week 3 days 16 hours ago) and read 1941 times:

I love Continental and just love riding them when they send me tickets for interviews Big grin

In my opinion they are the only US Airline that still has some true legacy service left.



There Are Those Who Believe That There May Yet Be Other Airlines Who Even Now Fight To Survive Beyond The Heavens
User currently offlineGilesdavies From United Kingdom, joined Dec 2003, 2985 posts, RR: 2
Reply 21, posted (7 years 11 months 1 week 3 days 16 hours ago) and read 1935 times:

Sorry this may sound a harsh question...

BUT, would you still "Love" Continental if they had not have bribed you with a free travel voucher?

Companies in general (nit just airlines) are good at bribing customers if they shout loud enough, and the customer soon forgets about their bad experience and think about how generous the company has been by the compensation they offer!

[Edited 2006-05-12 22:29:17]

User currently offlineATLFlyer323 From United States of America, joined Jan 2005, 613 posts, RR: 0
Reply 22, posted (7 years 11 months 1 week 3 days 16 hours ago) and read 1935 times:

Quoting UN_B732 (Reply 19):
I would have to say CLE has the nicest FAs in the CO system
I think that all the employees that work at CLE are extremely nice (and I would expect them to be more cross than others seeing CLE doesn't get much priority anymore). Anyways I always try and connect through CLE when possible as it is a very nice laid back airport (just my opinion and I tend to be a laid back person). I also do tend to like the little ERJ's (all you get pretty much out of CLE) cause I fly alone and love their 2 by 1 seating, something most A.Netters dread (the regional jet not the seating arrangement).

~Brandon

[Edited 2006-05-12 22:45:15]


Everyday, the fluffy temptation of wheat!
User currently offlineUN_B732 From United States of America, joined Jul 2001, 4289 posts, RR: 4
Reply 23, posted (7 years 11 months 1 week 3 days 16 hours ago) and read 1916 times:

I think most of the Cleveland area is like that, even though many don't agree. Agree with you about the laid back people.
-Mr. X



What now?
User currently offlineFedexexpress From United States of America, joined Jun 2005, 284 posts, RR: 0
Reply 24, posted (7 years 11 months 1 week 3 days 16 hours ago) and read 1872 times:

I flew CO from IND-IAH then from IAH to MIA best flight ever! CO is just an outstanding airline to fly!!!! Crew and all. I will always fly CO! Keep up the great work CO employees and the people will keep coming back! Best of Luck in the Future!

Eric



"Its not what your country can do for you its what you can do for your country" JFK
25 AA737-823 : I love Continental, too, and I have never been 'bribed' by any vouchers. They've always taken care of me. Yes, I have had a few unpleasant experiences
26 N766UA : It's NY in general. DL's worst F/As are JFK based. The best are SLC and CVG based while ATL is generally good.
27 Post contains images UN_B732 : B6 being the only exception but as I say, there are good crews and bad crews at every airline. for AA JFK is probably around the middle, while UA (who
28 TACAA320 : You're not the only one.
29 Post contains images Gilesdavies : I DONT love Continental! Esspecially while they continue to operate inferior aircraft over the Atlantic to BHX, which is designed for the US Domestic
30 NW757MSP : i love continental they are one of the best
31 Diesel33 : What a lot of people fail to understand is that without the 757 some of these cities could not support daily nonstop service to NY, let alone the US.
32 Nyskymasters : I understand what you are attempting to say. However, if you are unhappy with the B-757 then you always have the option to fly that other carrier's B
33 WesternA318 : Who operates 767's into BHX?
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