Originally Posted by CO DCA

Boarding my plane today in ABQ the gate agent dropped and broke my phone while scanning my mobile boarding pass. I was pretty pissed off. Got to my hotel room today, and received a message that CO had authorized up to almost the full replacement value of the (not so cheap) phone.

To put it quite succinctly: there was complete admission of fault, no run around, and no need to negotiate at all on the reimbursement. It was clear that the staff had done their homework, figured out what a new phone would cost, and authorized replacement. Not only was I amazed, this is really SPECTACULAR customer service.