Bon Journal

Continental Airlines replies

I used the form at the bottom to let Continental Airlines know about my public complaint. Their computer sent me an automatic e-mail acknowledgement and issued me a tracking number. Within 24 hours I got the following personal reply.

Well, it would have been nice if they would be just a bit more generous -- such as giving me a free round-trip ticket to re-experience their check-in and gate departure service --- that is, what it should have been.

I suppose I'll just have to wait for the day when I become famous or when analyticalQ.com becomes a force to be reckoned with.

At least, it's clear from the way they addressed me that they bothered to look through their records to find out how to address me. But one thing is wrong in the e-mail below - the flight attendants did question the seated passengers and hence their reaction I documented in my letter.

Dear Dr. Ku:

Thank you for your email.  Please accept our apologies for any inconvenience you experienced.

I regret that you were not seated properly when you checked in for your flight. I have researched your situation and you were probably upgraded in error when the gate agent was upgrading elite passengers.  When you called attention to this she then corrected the situation and gave you what showed to be a free seat. Often times, passengers move around when they think that seats are open and if no one questions them then they will remain in the wrong seat.  I am sorry that the flight attendants did not question the passenger and give you your seat instead of making you go back to the gate the first time.

The behavior you described is not reflective of our commitment to providing our customers with the highest level of service, and I apologize for the negative impression this situation has created. We intend to provide a quality experience, tailored to meet the individual needs of each of our passengers. Based on your comments we did not meet our goal or your expectations. I regret you were not satisfied with the service provided.

Your constructive comments are always welcome and appreciated.  Your business is appreciated and given the privilege of serving you again, I feel confident your future trips with Continental Airlines will warrant a much more favorable report.

Sincerely,

Customer Care Manager

Debra Vallez

TRACKING NUMBER: A00001955333-00013378072

2 October 2003 Thursday

Continental Airlines