I tend to approach this compensation thing a little differently. I just don't like getting it. A number of years ago, I called that WE-CARE-2 number; the rep seemed concerned about giving me miles and saying sorry a lot. Neither was impressive. I switched to writing to the DOT, which seemed to have a different result: I got a call from Mr. Bethune's office.
When I have a problem, this is what I want:
1. Acknowledge that I am telling you I have a problem;
2. Understand what I am telling you;
3. Investigate what I told you;
4. If what I said is accurate, fix it, and don't let it happen again.
I can fix customer service problems very easily: switch companies. I've done it before and it works.
If I am given an honest, reasonable answer, I am happy. I can calibrate my expectations. If I am given inaccurate information, that causes problems, because my expectations aren't set properly. Right now, I have come to terms with the fact that BusinessFirst is now an inferior, overpriced product that doesn't deliver on the level of customer service that it advertises. I am fine with that. I know what to expect from BusinessFirst. I have moved further down on the demand curve: to me, BusinessFirst is now worth about $2 – 2.5k--the price of a "sleeper" seat. I basically put it up against MaxJet. When I need them, the EQM's count for something too.
I have come to terms with the fact that the customer service at Continental has slipped. I think (I hope I am right) that after a few quarters of profitability, Continental management will turn its attention to the issues within the company that have allowed the product to age gracelessly!
I think it's a generous act on the part of frequent flyers to point out where the cracks are forming. Continental is probably still the best network carrier, but its formula for success is an open book, which others can try to emulate or even surpass!