I experienced rude Continental FA behavior not too long ago, but it was not on a flight but on the IAH monorail. I was already on when a large group of FAs and other tourists jammed on with large luggages trying to get to the next connection (as was I). As we were slowing in the approach to my stop, I didn't see anyone moving so figured they would not be getting off, but did not want to be rude by climbing over, so I asked "Are you getting off?" This completely rude FA snapped "yes you don't need to rush me!" but I said, "you misunderstood, I was simply asking since I have to get off here?" (they WERE completely blocking the door with their huge luggage.) She mistook my innocent query as sarcasm and started mocking me to her colleagues who all started snickering. I said "you know, I cannot read your mind and had no idea what stop you are going to." They continued mocking me all the way up the escalator and I was so angry by then I would have definitely made complaints but had no idea who they are. CONTINENTAL, your employees represent you 100% of the time they are in uniform (obviously that's how I knew what airline they worked for) and should be polite to others even if not on the plane. Her comments and subsequent behavior were completely uncalled for and gives the airline a black eye. I was just hoping they were not on my connecting flight. I know that FAs are human too but this overreaction to my innocent question was completely out of line.

But just yesterday I experienced the greatest service at a restaurant (Cheers in Detroit) that Continental and every other service business could learn lessons from, these things seem so simple but are so rare today that this waitress' actions really stood out to me: (I am NOT trying to compare the FA to a waitress, but it was just my experience getting superior service that came coincidentally from a waitress. It could just have well been from a reservations person and so on.)

(1) when the customer arrives, greet them, make them feel welcome and act as if you are glad they are there
(2) provide what they ask for, promptly, accurately and in a friendly way
(3) if a mistake is made, correct it immediately and apologize
(4) ask if you can get them anything more
(5) thank them for their business and ask them to come again
(6) extra credit: compliments on customer's purse, use of "hon" and "dear" not necessary but contribute to the friendly atmosphere.

Can you imagine if Continental and others behaved this way? I will definitely stop in at Cheers again. I actually was going to go to Burger King but changed my mind at the last minute. In truth, the only thing that a Cheers can offer over a BK to justify their higher price IS service (and of course, alcoholic bevs.)

[This message has been edited by CozumelJen (edited 09-10-2001).]