Originally Posted by channa
Come up with a standardized downgrade kit and just hand them out in these situations. Put in it a bunch of junk (upgrade coupon, $25 off future flight voucher, free on-board drink, 1,000 bonus miles), and then you have instant service recovery and restored goodwill with the customer at the time of the incident. CO Insider what do you think?
Slightly off-topic: but, please please please, do not provide any more utterly f-ing useless companion coupons. That's the biggest sucker-punch Continental ever dealt me.