I got my reply from the Continental rep... impressively, it showed up only about 36 hours after I submitted my letter to them via email. Even more impressive was the detail of the response and the research the customer service agent did (including looking into the specific details of who was upgraded on the flight I was referring to). The response was detailed, thorough, and very apologetic for the situation. I'm pleased with the explanations provided and the apologies that were given.

The email included details about the mysterious policies for operational upgrades that many are claiming CO won't publish.. Now I'm trying to decide, if it's such a secret, if I'm under a moral obligation not to disclose what was said in this email.

Comments?