Believe it! Airline sensitivity!

[dcal]

Here goes...a "Believe it or not" story

We went to WDW on October 16th. Decided to buy DVC. That's not the story. Here it is:

October 16th, 2005:
10 a.m.- Boarded a Continental flight from Newark, NJ to Orlando, FLA. We (wife, six, three and one year old complete with mother in law) took a three hour, that's right, three hour trip around Newark International. Nope, we never left the ground! We taxied all around the runways.

1 p.m.- We were told the plane had "mechanical problems. Sat still, in aircraft, till 2 p.m.

2 p.m.- Released to terminal...yep...Newark. It's now a four hour "flight" or should I say "drive" around Newark's finest runways. We wait in lines for new boarding passes!

3p.m. - Told by Conti that a new aircraft arrived. A bigger aircraft to hold our flight and the 2 p.m., which is now late, to MCO.

3:30 p.m.- They board us. We sit. Of course, on the tarmac!

4 p.m. or so...Lots of excuses...."The caterers are late. The flight attendant and second crew is late...more catering problems due to this week's rain storms....you know...the dog ate my homework stuff

4:30- we take off...no appolgies or remedies. We lose nearly a day at Disney.

Now, I've been through similar events before with Conti and other providers. Complained and received not even a free beer So I chocked it up to another airline slamming.

Today, I open my mail and yes.....you won't believe.....an appology! It was personalized and detailed~

What's more is I never complained formally!

Here's the wonderfully strange part: In the letter there was a $150 certificate for future domestic flights for each member of my family!
Very classy! I'll use them again, not just for the free flight, but for the sensitivity and personal touch.
Good job and nice save Conti!

The Callaghans

 

[DebbieB]

I was on a Northwest flight from MSP to PIT in June that ended up leaving about 3 hours late. We sat at the gate while they tried to repair the plane, then sent to the other side of the airport for another plane, finally left. I didn't complain but a couple weeks later got a letter of apology and 1,000 frequent flyer miles. So it must be a new trend. Are there any restrictions on your voucher?

 

[Tigger_Magic]

If you fly often or long enough, odds are you will encounter a flight from "you know where." How the airline chooses to handle those situations says much about their committment to customer service. I applaud Continental's handling of this situation. There was no obligation for them to do anything, but it is refreshing that they chose to proactively do this.

 

[Disney Ella]

It's nice to hear a positive story about airline customer service. How did the kids handle the day on the plane?

 

[seashoreCM]

If the airline sends you some vouchers or gives you some miles in response to a complaint, don't forget about them saying "I will never fly that airline again". The message sinks in, or rather the message dawns on the management, only after many people use these vouchers and miles.

*************

Here goes...a "Believe it or not" story

We went to WDW on October 16th. Decided to buy DVC. That's not the story. Here it is:

October 16th, 2005:
10 a.m.- Boarded a ...from Newark, NJ to Orlando, FLA. We ... took a three hour trip around Newark International. Nope, we never left the ground! We taxied all around the runways.

1 p.m.- We were told the plane had "mechanical problems. Sat still, in aircraft, till 2 p.m.

2 p.m.- Released to terminal...yep...Newark. It's now a four hour "flight" or should I say "drive" around Newark's finest runways. We wait in lines for new boarding passes!

3p.m. - Told by ... that a new aircraft arrived. A bigger aircraft to hold our flight and the 2 p.m., which is now late, to MCO.

3:30 p.m.- They board us. We sit. Of course, on the tarmac!

4 p.m. or so...Lots of excuses...."The caterers are late. The flight attendant and second crew is late...more catering problems due to this week's rain storms....you know...the dog ate my homework stuff

4:30- we take off...no appolgies or remedies. We lose nearly a day at Disney.

RE Mechanical problems.

I hope I am never on the flight TO (you know where).

(hypothetical)
10:00 AM: Boarded a ...

11:30 AM: Took off normally, on time.

12:01 PM: We are told the plane has mechanical problems

12:30 PM: Told by ... that a new aircraft arrived at an intermediate airport where we will be making an emergency landing

1:00 PM: Told by ... that they are foaming down the runway, the landing gear won't come down and there is smoke in the cabin.

1:05 PM: With fleeting visions of past visits to Disney flashing through my mind, wondering if I will ever have the future opportunity to stand in a ticketing line or sit in a plane on the tarmac if not get to Disney.

12:30 on: All of the flight crew apologizing profusely.

etc.

Disney hints:
http://members.aol.com/ajaynejr/disney.htm

 

[sorcerermick]

Kudos to Jet Blue too! In August, we were the first flight out of JFK airport to MCO, at 6AM. Well, after being told we were next for take off, we proceeded to sit on the taxiway for 30 minutes before being told there was a problem with the landing gear, and we could not risk moving for fear of it collapsing. We had to wait for a tug to tow us back. Well, as you know, those things move at about 3 MPH and of course, we are on the furthest runway from the terminal of the four at JFK. It took over an hour to get a tow and head back to the gate. After a check of the plane, all was found ok and we were able to leave almost 3 hours late. Jet Blue announced to use all on the plane right there that we each had a $100 credit for use within the next year for Jet Blue. I love Jet Blue and their customer service is the main reason.

PS..I'll be flying Song home on Dec 11 for the first time, since their fare was way cheaper than Jet Blue when I booked. Hope all goes well with them. Hearing very mixed reviews lately.

 

[pxlbarrel]

Once in a blue moon, the airlines do things right even when they don't actually have to. LOL

My cousin and I were in Vegas when the big blackout on the east coast occurred a few years ago. We were scheduled to fly back to Toronto on the Friday evening (the power outage occurred on the Thursday). We got to the airport that evening, checked our bags and went to the gate...only to be told that because of the outage, the plane from Toronto hadn't arrived and we were rescheduled on the morning flight. Grumble grumble...we stayed in the airport overnight (not something I recommend...especially when my cousin falls asleep and I have to contend with a very strange man who wants to go have breakfast with me...ugh.)

Anyway, a month or so later we got a letter from Air Canada apologizing for the mishap and giving us double our frequent flier miles. Wow! We didn't even blame them for the problem (although...others on our flight were ready to kill the gate agents... <sigh>)

 

[challada]

Couple of months ago on a flight from LA to Seattle aboard Alaska, we had a slight delay in the airport. Our plane took off 15 minutes later than scheduled that afternoon...no big deal in my mind. Well, I got home to a letter and an email from the "CEO" profusely apologizing for the delay. Are airlines that scared of losing folks?