An Open Letter to Continental Airlines
---
"Continental does not require you to call and reconfirm your domestic or international flights."
--Continental Magazine, May 2006 issue, Page 132
Dear Continental Airlines:
First, please note that I am a member of your OnePass frequent flier program.
On May 26, 2006, I was a ticketed First Class passenger on a flight from Newark Liberty International Airport to West Palm Beach, Florida. I had paid for the First Class ticket several weeks in advance directly from the Continental website. I had seat 2E pre-assigned from the time I purchased the ticket.
As late as 11:30p.m. the evening before my flight, the Continental website indicated no issues or concerns with either the flight or my seat assignment.
Upon my timely arrival at the airport, but not until after I checked in using one of your automated kiosks and passed through security, I was informed at the gate that in fact First Class had been overbooked and that I had forfeited my seat because I "was the last to check in" — even though I had in fact checked in more than 90 minutes in advance.
Neither I nor anyone I have asked has ever encountered such a phenomenon. The response has been unanimous: Since when does an airline overbook First Class?
Let me reiterate: I was not flying standby, not redeeming OnePass miles and used no third-party intermediary. I bought the ticket several weeks in advance and paid cash, and checked in on time. At no time was I notified, by either email or voicemail, that First Class was overbooked and that there was now some sort of "race to the check-in line."
The agent at the gate brought new meaning to the term "unprofessional." I was given no explanation and no options, but simply told to wait and that she would "get to me." Her demeanor left no room for doubt: I was not to be treated as a valued First Class passenger or OnePass member, or even as the victim of your breach of contract, but rather as a nuisance to be deflected from her easier tasks as long as possible.
More than thirty minutes passed with not so much as an acknowledgement of my existence, let alone any indication that my situation was in the process of being resolved or even on anyone's agenda. Courtesy, attentiveness and professionalism were nowhere to be found.
I must emphasize that at no time whatsoever did I use any obscenities or profanities, nor did I ever raise my voice. Any impatience or brusqueness on my part was the direct result of the agent's seemingly limitless apathy toward my situation.
Although I did in the end receive an alternative First Class seat from another agent (but only after even the coach passengers had already been boarded), what I did not receive at any point from any Continental employee was an explanation or an apology.
Flying First Class is not simply about a wider seat and free cocktails. It is, or at least should be, about providing comfort and courtesy throughout the entire flying experience.
How does the saying go? Oh yes: "You know that I have a choice in airlines." (As a resident of New York City, that is especially true for me.)
Although I fly at least six times per year, often more, to both domestic and foreign destinations, I rarely fly Continental. After this inexcusable incident, that is highly unlikely to change. Unless, of course, Continental is willing to demonstrate, monetarily, its willingness to make up for its mistakes.
Please let me know what compensation I should expect and when it will arrive.
Sincerely,
KipEsquire
P.S. Please note that this letter will be posted on my blog and indexed to all major search engines, along with any response (or lack thereof) that I receive from you.
cc: Scott McCartney, "The Middle Seat," The Wall Street Journal
--Continental Magazine, May 2006 issue, Page 132
Dear Continental Airlines:
First, please note that I am a member of your OnePass frequent flier program.
On May 26, 2006, I was a ticketed First Class passenger on a flight from Newark Liberty International Airport to West Palm Beach, Florida. I had paid for the First Class ticket several weeks in advance directly from the Continental website. I had seat 2E pre-assigned from the time I purchased the ticket.
As late as 11:30p.m. the evening before my flight, the Continental website indicated no issues or concerns with either the flight or my seat assignment.
Upon my timely arrival at the airport, but not until after I checked in using one of your automated kiosks and passed through security, I was informed at the gate that in fact First Class had been overbooked and that I had forfeited my seat because I "was the last to check in" — even though I had in fact checked in more than 90 minutes in advance.
Neither I nor anyone I have asked has ever encountered such a phenomenon. The response has been unanimous: Since when does an airline overbook First Class?
Let me reiterate: I was not flying standby, not redeeming OnePass miles and used no third-party intermediary. I bought the ticket several weeks in advance and paid cash, and checked in on time. At no time was I notified, by either email or voicemail, that First Class was overbooked and that there was now some sort of "race to the check-in line."
The agent at the gate brought new meaning to the term "unprofessional." I was given no explanation and no options, but simply told to wait and that she would "get to me." Her demeanor left no room for doubt: I was not to be treated as a valued First Class passenger or OnePass member, or even as the victim of your breach of contract, but rather as a nuisance to be deflected from her easier tasks as long as possible.
More than thirty minutes passed with not so much as an acknowledgement of my existence, let alone any indication that my situation was in the process of being resolved or even on anyone's agenda. Courtesy, attentiveness and professionalism were nowhere to be found.
I must emphasize that at no time whatsoever did I use any obscenities or profanities, nor did I ever raise my voice. Any impatience or brusqueness on my part was the direct result of the agent's seemingly limitless apathy toward my situation.
Although I did in the end receive an alternative First Class seat from another agent (but only after even the coach passengers had already been boarded), what I did not receive at any point from any Continental employee was an explanation or an apology.
Flying First Class is not simply about a wider seat and free cocktails. It is, or at least should be, about providing comfort and courtesy throughout the entire flying experience.
How does the saying go? Oh yes: "You know that I have a choice in airlines." (As a resident of New York City, that is especially true for me.)
Although I fly at least six times per year, often more, to both domestic and foreign destinations, I rarely fly Continental. After this inexcusable incident, that is highly unlikely to change. Unless, of course, Continental is willing to demonstrate, monetarily, its willingness to make up for its mistakes.
Please let me know what compensation I should expect and when it will arrive.
Sincerely,
KipEsquire
P.S. Please note that this letter will be posted on my blog and indexed to all major search engines, along with any response (or lack thereof) that I receive from you.
cc: Scott McCartney, "The Middle Seat," The Wall Street Journal
Related Posts (on one page):
Posted by Kip on
27 May 2006
To comment on this post, please visit the new blogsite.
