MilesBuzz! - Apology Letter from CO

I just got back from a two week business trip. Last weekend, I had a couple of "those days" we all experience - thunderstorms all over the place, and 4-6 hour delays on two flights - one Frifay on AA (DEN-DFW-IAH), the other Sunday on CO (IAH-EWR).

I was surprised to find the following letter from CO in the mail this afternoon:

"Dear dgolds,

You are a valued Platinum Elite member of our OnePass program and we strive to meet your travel needs each and every time you fly with us. When we don't, we take it very seriously. That is why I am so sorry you were inconvenienced while traveling with us between Houston and Newark on June 13, 1999. Continental Airlines flight 0042 was delayed due to the late arrival of the aircraft.

Although we work hard every day to ensure that all Continental Airlines flights depart and arrive on time, occasionally an en route delay causes the late arrival of aircraft equipment. Unfortunately, this can also cause the delay of other regularly scheduled flights. We regret if this caused you an inconvenience, and want you to know that we always strive to provide you with the quality and service you expect and deserve aboard all Continental Airlines flights.

We apologize for what happened, and want you to know that all 40,000 Continental employees are committed to bringing you an excellent and safe travel experience. We apprecaite your business and look forward to serving you in the future. Thank you for choosing Continental Airlines.

Sincerely,

Judith A. Dyar
Continental Customer Care"

I had not filed any complaints with CO - just grinned and bore it.

This is a first for me in 20 years of business travel - an unsolicited apology letter from an airline for an inconvenience that was beyond their control. Even though the letter is probably computer generated, I am still pretty impressed.

Canadian and Air Canada have in the past (unsolicited) given me up to 500 points when there were unwarranted significant delays (in one case the pilots were so ticked off at the mechanics that you could hear the frustration in their voices when they came over the PA system).

It is nice to know that the airlines can be proactive at times.

[This message has been edited by BlondeBomber (edited 06-19-1999).]

Delta did the same for me, several years ago. The letter came with enough miles to notice, too. (I forget exactly how many.) That was one of the things that kept me loyal, despite their having no non-stops from Boston to places I usually go, for several years longer than logic could possibly justify.

The weird thing is that the delay I got the letter for was far from my worst on Delta (or other airlines, this isn't "pick-on-Delta day") and was no more or less their fault than some of the others.

The other day I was delayed from ORD to MSP (takeoff at 10:50 p.m actual T/O 12:20 a.m ) on UA because the aircraft was late from Houston. The gate agent gave 3 of us the remaining first class seats without us even asking. Just looked in the computer and gave the seats to the 3 most senior frequent flyers. Very cool !!!

[This message has been edited by Scott the flier (edited 06-25-1999).]

I remembered 5 or 6 years ago, flight from YYZ - YVR was delayed for 3 hours because engine power failed when taking off. CP gave all passenger 1000 points for each hour delayed. Also 6 hours once in HK resulted in 6000 points. Apparantly, those are past dreams, you'll be happy to get a form letter nowadays after you complain.

Regards,
Empress

Opened mail today to find similar letter from UA addressing the problems at ORD (major weather delays) on Friday June 11 - Saturday June 12. No miles, but as dgolds notes, it is a nice gesture for something pretty much beyond the airline's control. My ordeal (13 hours from YVR-IAD, including an unscheduled re-fuel in Omaha) is documented in a post under trip reports for those who are interested.