Mary2e

I've waited nearly an hour, with back & forths) on hold to get a Plan B ticket issued.

I find that the longer I wait, the more likely the outcome will be positive.

star_world

Then say that. "How many calls have you made? Usually takes 3-5 tries to resolve a CO issue." - very definitive-sounding statement, but based purely on your own experience. The fact that the vast majority of people have a different experience to you is an important data point. Maybe you should add it as a disclaimer at the end of your posts?

Would you care to share what the specific issue was? Suffice to say, not once have I ever needed to call back on a different day to resolve an issue regarding a reward ticket, and I can think of 2-3 times ever where I needed to call more than once to resolve anything. I've had long calls, but these were usually to resolve a complex issue with several departments, and were always resolved to my satisfaction. Again, since my experience is so vastly different to yours, I'm genuinely interested in seeing what the difference is.

You lose a bunch of credibility by reverting to this. A point of view contrary to yours most certainly does not make one a "CO cheerleader" - there just really are a lot of people with different experience to you in this area.

Was the issue resolved satisfactorily? Yes. Was it good service? Who knows - there are plenty of variables. Did the OP explain the issue correctly first time around, did the agent understand, etc. Nobody knows except the OP and the recording CO has of the event To assume it was bad service because it took 2 calls is somewhat naive. A cheerleader would undoubtedly say it was great service

+1

channa

I think YMMV always goes without saying on anybody's post. That said, I don't think the lack of agent empowerment at CO is in my head. Talk to others who carry status on CO + other carriers. They often say the same thing.


CO out of the blue dropped a partner reward segment while I was mid-itinerary.

At least they told me to call back. I've had other situations where CO has just said "too bad" much like they attempted to do to this OP on the first attempt.


Much the same as those referring to my posts as "BS" or using terms like the "vast majority" of customers. Unless you have the data, we really don't know exactly how often CO behaves in such a manner. All we have to go off of is our experiences.

I know there is a contingent of people on FT who refuse to post on the CO board because of the excessive cheerleading and/or fear that CO Insider may not help them in the future if they say something that puts CO in a negative light. I don't have that fear (for which I may be stupid).


It's always great service if CO is involved, right?

Not sure if the OP explained the issue correctly. Though the history should show what happened. A competent agent should have seen what happened, and if they were not empowered to fix it, scraped up some sort of initiative to engage the right level of supervisor to offer a solution. Telling the customer "too bad" to see if he'll swallow it is not good customer service, IMO. IME, I've gotten that way too often from CO for my liking.

Personally, I would say it's great service in this case. The OP got an acceptable resolution, and it only took 2 calls. Remember I said 3-5, so he's ahead of the game here.

COEWR2587

ErnestTraveler

I agree with CJGibson. Reach out to continental.com technical support at 800.300.1547. I have had multiple problems with on-hold reservations disappearing and a ticket purchase that was stuck in-processing, which I didn't realize until I went to check-in 24-hours in advance. They were able to solve the problem every time.