NOT another 'This airline stinks' thread .....

[DaveO]

Since most people complain about the airlines I wanted to share a good story that happened to me this weekend on Continental.

I had a 2:00 meeting in Kansas to review selections for my new home (movinf from MA ... what a change !!) My wife and I left our house at 4:30 for a 6:30 am PVD-CLE-MCI flight. We landed on time but took forever to get to the gate due to the snow Cleveland was having. Ran to catch the KC flight. Dleayed about 30 mins then about 45 mins to take off due to deicing and weather delays. Well about 25 mins into the flight we hear from the pilot "Sorry folk I have some bad news ....." We had some bad sensors and had to turn around back to the snow !!! I was furious. I am thinking at this point they would dump us in the terminal and it would be a madhouse to get another flight. I am thinking know one will know what is going on on the ground and they will have no plan ready to accomodate us. I thought for sure I would miss my 2:00 meeting (scheduled to arive at 10am). I am thinking the worst .......

Now the good part ..... We landed and the ground crew went into action. As soon as we landed they told us exactly what was going to happen. They brought another plane in for us. They were moving the luggage and we would be off in another 15 mins. They already had the other plane warmed up and ready to go. I was impressed that they had a plan of action to recover from the bad luck and communciated effectively with all the passengers ... and it was immediate. To top it off they gave out free drinks, a discount on another flight and another free drink coupon for the delay.

I have found a new favorite airline. When will the airlines and other service companies realize that customers (for the most part) know that sh*t happens. What matters is how it is handled with communication and service recovery. I was 30 mins late for my appt but in the end very happy with Continental and how they handled the situation. Unlike other airlines who shall remain nameless ... (cough ... cough ... DELTA ... cough .. cough) I plan to write a letter to the CEO with my compliments.

Way to go Continental.

Dave O.

 

[ducklite]

Just don't ever end up sitting next to a 400 pound woman who puts the arm rest up and hangs six inches into your seat, covering access to your seat belt, because Continentals attitude is that it's not their problem, and you'll have to deal with it.

Anne

 

[kaytieeldr]

Okay, not to get away from the OP's topic, and I'm NOT 400 pounds - but I found that, if possible, sitting in a seat with solid armrests works best... even if the passenger is uncomfortable. No overflow! Yeah, yeah, I know - it depends on not only the weight, but the body type of the Customer of Size

 

[LivingtheWDWdream]

I'm glad that they were able to get you back in the air quick and as painless as possible!

 

[seashoreCM]

Just don't ever end up sitting next to a 400 pound woman who puts the arm rest up and hangs six inches into your seat, covering access to your seat belt, because Continentals attitude is that it's not their problem, and you'll have to deal with it.

The more people actually complain, receive compensation, and actually use the compensation, going all the way to small claims court (not right away but) eventually if necessary, the sooner it will dawn on the airline it would be a good idea to take that problem under their wing (no pun intended).

Usually when you ask for a complaint resolution officer the airline, not wishing to incur a delay in takeoff, will satisfy you.

If instead DH pushes the armrest down and it snaps off, the airline will be taking you (and DH) to small claims court.

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

 

[ducklite]

The more people actually complain, receive compensation, and actually use the compensation, going all the way to small claims court (not right away but) eventually if necessary, the sooner it will dawn on the airline it would be a good idea to take that problem under their wing (no pun intended).

Usually when you ask for a complaint resolution officer the airline, not wishing to incur a delay in takeoff, will satisfy you.

If instead DH pushes the armrest down and it snaps off, the airline will be taking you (and DH) to small claims court.

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

When I asked for the complaint resolution officer, I was told that I had the option of taking a later flight--considering it was the last flight of the night, it would have meant a flight the next morning, and paying for my own hotel room for the night. When I called thier offices to complain the next day, I was given the same line, "that Continental doesn't discriminate." I wasn't asking them to discriminate, only to have the use of the seat I paid for.

ANd I have NO idea what you are talking about with my DH snapping an armrest off--he wasn't even with me, and I never said he was.

Anne

 

[seashoreCM]

>>> snapped
A little OT hypothetical symbolic humor on my part. Now where was that post I made about bringing BIL to help hold a parade spot, without researching whether the OP there had any sisters let alone married ones?

>>> discriminate
Yes they discriminated. Against you. So the "same line" was a lie.
I would not have expected you to quickly come back with "I'll be happy to take any different seat on this plane including a crew seat or alternatively a voucher for six hundred dollars (I picked the number out of thin air on November 12, 2006) together with tomorrow's flight" but next day is not too late to write a complaint letter asking for specific compensation of your choice.

This part I am not sure of: whether you have to actually not take the flight to get compensation, however if the airline did not ask for volunteers, the level of compensation would then not limited to the typical involuntary bump compensation.

 

[Edd]

What prevented you from putting the armrest down? I am sure if you couldn't put it down that would be argument for you to obtain another seat. In fact I would have slammed in down on top of all that fat.

I sat at Starbucks, working for about 4 hours yesterday, and watched the passengers going through security at gates 80 - 126 A side. I can't believe the number of people going through that they are able to provide seats for on the airplanes.

 

[seashoreCM]

The question of someone taking up your seat deserves just as much attention, perhaps even more, than the question of a plane "having a mechanical" resulting in a flight cancellation.

--considering it was the last flight of the night, it would have meant a flight the next morning, and paying for my own hotel room for the night.

Even if it is the complaint resolution officer who said this you can still submit an expense report with your complaint letter and ultimately expect a judge or jury to make the final decision if the customer service department does not come through.

It is desirable, but for those not sufficiently quick witted and astute, I do not think it is mandatory to bark before you bite i.e. warn the CRO giving him the choice, the choice of seating you decently and properly on this flight (including the words "asking for volunteers") or compensating you handsomely to take the next flight.

What prevented you from putting the armrest down? In fact I would have slammed in down on top of all that fat.s.

(repeating my off topic misguided symbolic humor) What it it snaps off leaving a broken metal pivot behind?

More seriously, when those with authority refuse to deal with a problem, much worse results often occur when the persons directly involved try to deal with it.

Essay questions for a college level literature exam:
(a) Comment on the following sentence: "Policemen are not good teachers but you and I are even worse".
(b) Comment on the following phrase: "Trying to change the world instead of voting with your feet". (hint: the material in this thread will go a long way)

More related Disney topics: Do a search on this forum for such words as "rudeness" and "etiquette" and "peeve".

 

[ducklite]

What prevented you from putting the armrest down? I am sure if you couldn't put it down that would be argument for you to obtain another seat. In fact I would have slammed in down on top of all that fat.

I sat at Starbucks, working for about 4 hours yesterday, and watched the passengers going through security at gates 80 - 126 A side. I can't believe the number of people going through that they are able to provide seats for on the airplanes.

She was actually sitting on it. She spilled over into my seat enough that her shoulder blade would ahve been about where the armrest was.

There was no slamming anything, I couldn't even see it.

Anne

 

[DaisyD]

She was actually sitting on it. She spilled over into my seat enough that her shoulder blade would ahve been about where the armrest was.

There was no slamming anything, I couldn't even see it.

Anne

I'm sorry but that last line had me LOL! I feel for you Anne!

 

[Edd]

I am sorry but I have to laugh on that one too.