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Posts: 2291
Joined: Tue Apr 13, 2004 2:20 am

Question For CO CSR's

Sat Dec 25, 2004 12:57 am

Seeing as I touched a nerve with CO people yesterday, I figured I'd try to get some useful information from an insider without sparking another load of hate mail!

We had a traveler on the CO flight from YOW yesterday morning that was canceled due to weather.

There was a Continental Connection flight to ALB, connecting to an ExpressJet flight to EWR. CO staff in YOW refused to reprotect her on the ALB flight as it was a "codeshare" flight, and made her wait until the next direct flight to EWR at 530pm, and also refused to issue her a boarding pass for the later flight until 230pm.

Now correct me if I'm wrong, but I was under the impression, that the idea was to get someone to their destination as soon as possible after the scheduled departure of their original time? Also I wasn't aware that Commutair sold their own seats on the CO connection flight, so how can they describe this as a codeshare?

I'm not totally anti-CO, however the backup we receive from the sales staff when we have a problem is virtually non-existent given they are our #1 domestic airline. We get better backup from AA and we don't even meet their sales targets.

Posts: 4516
Joined: Wed Feb 28, 2001 12:35 pm

RE: Question For CO CSR's

Sat Dec 25, 2004 1:35 am

There could be many reasons for this. Generally the agreement is for the next available Continental flight. This way the revenue is kept by Continental as opposed to another carrier. If the cancelation was WX related as you stated it was, then carriers are not deemed responsible for the cancelation, and thus do not have to put you on the next available flight on any carrier at any cost (although they often do). Another reason may have been that the "codeshare flight" was oversold, or maybe had seats blocked by their own company due to the mass cancelations yesterday.

Or maybe the person flying showed up at the help desk with the same attitude that you displayed yesterday. Your post yesterday unfortunately was a pretty blatant attack, and more importantly devoid of any relation to fact, and thus exposed your bias as nothing more than that... bias.

Happy Holidays

Ps, In the words of Gordon.... " we were running a pretty good airline until you came along"

[Edited 2004-12-24 17:41:49]
Posts: 2077
Joined: Sat Sep 13, 2003 11:32 am

RE: Question For CO CSR's

Sun Dec 26, 2004 7:14 am

There should have been no reason for them not to put the pax on the CO Connection flight. Yes it's a codeshare but they operate as a CO flight under their banner. CO and Commutair share the revenue on the flight. It's possible there was an attitude problem.
Catch a ride on a smile!