lincoln
Posts: 3133
Joined: Mon Nov 01, 2004 11:22 pm

I Love Continental

Fri May 12, 2006 6:51 am

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
 
monkeyboi
Posts: 447
Joined: Tue Oct 19, 2004 4:12 am

RE: I Love Continental

Fri May 12, 2006 6:57 am

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.
 
thomasphoto60
Posts: 3686
Joined: Thu Jan 27, 2000 1:04 pm

RE: I Love Continental

Fri May 12, 2006 7:05 am

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"
 
777gk
Posts: 1488
Joined: Mon Jun 19, 2000 3:04 am

RE: I Love Continental

Fri May 12, 2006 7:10 am

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.
 
steeler83
Posts: 7391
Joined: Sat Feb 25, 2006 2:06 pm

RE: I Love Continental

Fri May 12, 2006 7:17 am

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.
 
Checo77
Posts: 1263
Joined: Fri Oct 15, 2004 11:39 am

RE: I Love Continental

Fri May 12, 2006 7:39 am

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
 
monkeyboi
Posts: 447
Joined: Tue Oct 19, 2004 4:12 am

RE: I Love Continental

Fri May 12, 2006 7:40 am

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.
 
exFATboy
Posts: 1887
Joined: Thu Jul 17, 2003 11:15 am

RE: I Love Continental

Fri May 12, 2006 7:46 am

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.
 
worldjet777
Posts: 131
Joined: Sun Oct 23, 2005 4:07 am

RE: I Love Continental

Fri May 12, 2006 8:28 am

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
 
lincoln
Posts: 3133
Joined: Mon Nov 01, 2004 11:22 pm

RE: I Love Continental

Fri May 12, 2006 8:59 am

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
 
Cory6188
Posts: 2609
Joined: Mon Feb 02, 2004 12:29 am

RE: I Love Continental

Fri May 12, 2006 12:42 pm

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.
 
Amazonphil
Posts: 544
Joined: Tue Oct 28, 2003 12:37 pm

RE: I Love Continental

Fri May 12, 2006 12:50 pm

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!
 
Amazonphil
Posts: 544
Joined: Tue Oct 28, 2003 12:37 pm

RE: I Love Continental

Fri May 12, 2006 12:54 pm

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!
 
Checo77
Posts: 1263
Joined: Fri Oct 15, 2004 11:39 am

RE: I Love Continental

Sat May 13, 2006 1:05 am

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
 
NIKV69
Posts: 10889
Joined: Wed Jan 28, 2004 4:27 am

RE: I Love Continental

Sat May 13, 2006 1:20 am

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.
Hey that guy with the private jet can bail us out! Why? HE CAN AFFORD IT!
 
col
Posts: 1692
Joined: Thu Nov 27, 2003 2:11 am

RE: I Love Continental

Sat May 13, 2006 2:55 am

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.
 
Lindy
Posts: 4722
Joined: Wed May 19, 1999 10:42 pm

RE: I Love Continental

Sat May 13, 2006 3:12 am

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
BWIADCA - Nikon D100
 
xjramper
Posts: 2318
Joined: Wed Dec 10, 2003 1:10 am

RE: I Love Continental

Sat May 13, 2006 3:28 am

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!
 
ANNOYEDFA
Posts: 441
Joined: Thu Dec 16, 2004 9:16 am

RE: I Love Continental

Sat May 13, 2006 4:31 am

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."
 
UN_B732
Posts: 3529
Joined: Wed Jul 04, 2001 12:57 am

RE: I Love Continental

Sat May 13, 2006 5:12 am

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?
 
malaysia
Posts: 2615
Joined: Wed Nov 03, 1999 3:26 am

RE: I Love Continental

Sat May 13, 2006 5:24 am

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
 
gilesdavies
Posts: 2268
Joined: Tue Dec 02, 2003 7:51 pm

RE: I Love Continental

Sat May 13, 2006 5:28 am

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]
 
ATLFlyer323
Posts: 486
Joined: Sun Jan 16, 2005 2:01 am

RE: I Love Continental

Sat May 13, 2006 5:29 am

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!
 
UN_B732
Posts: 3529
Joined: Wed Jul 04, 2001 12:57 am

RE: I Love Continental

Sat May 13, 2006 5:36 am

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?
 
fedexexpress
Posts: 275
Joined: Thu Jun 09, 2005 9:35 am

RE: I Love Continental

Sat May 13, 2006 5:49 am

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
 
AA737-823
Posts: 4888
Joined: Wed Mar 01, 2000 11:10 am

RE: I Love Continental

Sat May 13, 2006 9:09 am

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. But overall, their service is superior to American's... in my experience. And so, I dumped my AA miles on a free ticket, and now rack up OnePass.
I just minutes ago bought a roundtrip to Anchorage on CO. Love that place.
And the 757-300 with the sliding seat bottom cushions are very comfortable.

Keep flying, CO!
 
N766UA
Posts: 7843
Joined: Thu Jul 29, 1999 3:50 am

RE: I Love Continental

Sat May 13, 2006 9:13 am

Quoting Monkeyboi (Reply 1):
Have to say though, I find the service when flying to/via IAH much better than to/via EWR.

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.
This Website Censors Me
 
UN_B732
Posts: 3529
Joined: Wed Jul 04, 2001 12:57 am

RE: I Love Continental

Sat May 13, 2006 10:57 pm

B6 being the only exception  Smile
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 operates a small base at JFK) has excellent crews there.
-Mr. X
What now?
 
TACAA320
Posts: 7153
Joined: Fri Aug 06, 2004 3:03 am

RE: I Love Continental

Sun May 14, 2006 12:17 am

Quoting Lindy (Reply 16):
In my opinion CO stinks.

You're not the only one.
'Science without religion is lame, religion without science is blind'. Albert Einstein
 
gilesdavies
Posts: 2268
Joined: Tue Dec 02, 2003 7:51 pm

RE: I Love Continental

Sun May 14, 2006 4:06 am

I DONT love Continental!

Esspecially while they continue to operate inferior aircraft over the Atlantic to BHX, which is designed for the US Domestic market and not for 8hr flights!

We want the DC-10 or 767 back at BHX!!!

 flamed 
 
NW757MSP
Posts: 30
Joined: Tue May 09, 2006 9:24 am

RE: I Love Continental

Sun May 14, 2006 4:09 am

i love continental they are one of the best
 
diesel33
Posts: 297
Joined: Tue Mar 16, 2004 10:28 am

RE: I Love Continental

Sun May 14, 2006 4:57 am

Quoting Gilesdavies (Reply 29):
I DONT love Continental!

Esspecially while they continue to operate inferior aircraft over the Atlantic to BHX, which is designed for the US Domestic market and not for 8hr flights!

We want the DC-10 or 767 back at BHX!!!

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.
 
nyskymasters
Posts: 143
Joined: Fri Jan 23, 2004 12:41 pm

RE: I Love Continental

Sun May 14, 2006 10:18 am

Quoting Gilesdavies (Reply 29):
I DONT love Continental!

Esspecially while they continue to operate inferior aircraft over the Atlantic to BHX, which is designed for the US Domestic market and not for 8hr flights!

We want the DC-10 or 767 back at BHX!!!

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-767 nonstop from BHX to EWR or JFK.
 
WesternA318
Posts: 4465
Joined: Sun Oct 17, 2004 11:55 am

RE: I Love Continental

Sun May 14, 2006 12:32 pm

Who operates 767's into BHX?
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