Originally Posted by
belynch
The CP desk makes it very clear they don't offer anywhere near the level of service as, say, 1Kall. They handle reservations only and will not intervene with petty things like baggage, customer service, or customer retention.
This was not always the case. In the good 'ol days, I experienced the PHL factor first hand when they lost my bags from HVN-PHL. Note that for that day, there was only one flight leaving HVN at all. It was USAirways, and it was going to PHL. I still cannot figure out how they lost my bag.
Anyway, I was getting no joy with PHL baggage. The national baggage number was helpless. Frantic, I called the CP line for some help. The agent (clearly from Winston-Salem), used some back-room phone numbers to call both HVN and PHL and finally found my bag, and also got me the # of the van service assigned to deliver it to me.
They used to go the extra mile for their customers when necessary. No longer.