Continental Airlines

[Hulabaloo]

I just thought someone might get a kick out of this letter I wrote to the airline today, long story short, very loyal customer who purchases 70+ flights a year lost over a $20 reciept fee, I have never....

To whom it may concern:

Today I was completely appauled by a lack of customer service from your "customer care" line. I spent over an hour on the phone speaking to different people about my dilemma, On 11/17 I flew myself and my team of 8 employees to Chicago from Cleveland, as I went to file the expense report I found out I needed a reciept which I thought I would be able to print from Continetnal.com, when I couldn't I called customer service and spoke to 5 different agents who sometimes politely and sometimes rudely told me it would be a $20 charge to pull a receipt for me, I was appauled by this, if I did this in my line of work I would be OUT OF BUSINESS, my customers would show no loyalty towards me as I have you. Each time I fly I fly with a team of 5 - 10 employees that are paid by me so far this year we have flown to:

Chicago twice once with 9 people and once with 11 people using Continental, We have flown to Baltimore 3 times, once with 6 people, once with 8 people and once with 11 people, this friday my family and I fly from Cle - MCO with continental, Dec 24th I fly my family again from CLE - OKC, and in Jan I fly from CLE - LAS, I think that this justifies me as a loyal customer, realizing this is within the last 6 months only. I would suggest that you have your employees read "FIRST BREAK ALL THE RULES" a book by Marcus Buckingham on the power of treating everyone differently (ie loyal customers) vs. everyone the same, as you currently do, the last "mgr" I spoke to even went as far as saying " Do you know how many calls a day I get about receipts?" I told her I don't know and I don't care as I only care about me, she then said "50-80" I once again stated "I don't care, I care about me and my reciept and that is it" I filled her in on loyalty and how loyal I have been this year and she didn't care and she didn't care when I told her I would find a different airline to carry me and my team and family, she apologized but told me she wouldn't/couldn't waive the fee.

I encourage you to train your employees that not all customers are the same, I even explained to her that all I am looking for is a little compassion, waive it once and I will gladly pay it the next time, just help me out, everyone was unwilling to do this. With your share price at $19 a share with a 52 week low of $4 and a high of $21.50, one would assume that you would be interested in driving profitable revenue to drive that share price, not allowing customers to go to competitors.

Good luck with your new business strategy!

Sincerely,

 

[castlegazer]

They lost me eight years ago due to their supposed "customer care" and I have absolutely never ever flown them again no matter how many offers I get. Enough said. It will be fun to see how long they last with the "new" (i.e. Ted, Song, Jet Blue) airlines sprouting up that seem to care more regardless of their down and dirty pricing. I loathe Continental Airlines.

 

[CarolA]

I have seen several complaints on flyertalk.com about these "receipt fees". Also, I agree that your bookings classify you as loyal customer when compared to an individual "frequent flyer" you probably don't rise to the top of their concern list. (Please NOTE: I am NOT saying I agree with the airline, but having spent a lot of time with some airline employees I have begun to figure out how some of them think!)


The airlines overall have taken away a LOT of the employee's ability to waive the rules. I have read of gate agents basically telling frequent flyers they can't do things they used to do or they will get written up.


Personally I think the traveling public as a whole has brought this on themselves. We want CHEAP. In order to get CHEAP, things slide and then we complain. (and yes, I include myself in that group!!! I am honest, I want great service, but I don't want to pay much LOL!) If you read travel boards you discover that every airline has people that will never fly them again and there are other people that love the same airline. A lot depends on what happens on any given day. (I for example try to avoid AA at all costs, but lots of people adore them!)

 

[prncess674]

while i sympathize with your dilemma your letter is rambling and really doesn't state what you would like Continental to do to remedy your situation. You go on to berate the company and give advice on what book employees should read.

Frankly the fact that you booked 70+ tickets really doesn't matter to CO unfortunately. these were for multiple persons probably booked at discount fares. Even if you personally had flown 70+ flights you wouldn't be considered a most valuable flyer (Platinum elite) to Continental.

When writing to complain you should clearly state the problem and a solution that would make you feel properly compensated for your inconvenience (examples are: travel vouchers, upgrade certs, additional FF miles, etc).