Gesture of goodwill by mail??
 

I have only been flying CO metal for the last year, and am really unaware of their "customer relations" responses- so your help is greatly appreciated.

After an incredibly horrible day of travel I encountered some very rude CS people at IAH, so I decided to send off a minor complaint to Customer Relations.

After 46 Days I finally received a very brief generic response, indicating that they are mailing me something. I have never heard of this. Does anyone know what they mail?

I am eagerly waiting to see what it is... hopefully it is something worthwhile.

don't hold your breath, its probably a letter saying the same thing.

Unlike UA, CO does not doll out ecerts like candy.

I guess they don't! Apparently they also like to take their time in even responding to a long time committed customer who had a very poor experience.

The idea that it took so long is appalling to me. Oh, and don' worry I am really only expecting some sort of trinket like a fridge magnet as their apology. The lack of concern when they F up is really annoying.:td:

And FWIW I rarely complain and my first to CO in just over a year of non impressive service... this was truly bad.

How did you complain, email or website? Care to elaborate on what happened? 46 days is excessive, I don't think anyone will challenge you on that.

I sent a detailed email via their website link to customer relations feedback.

That is right - contrary to the popular myth - CO does not really care about Customer Service -

I have received a leather travel document holder from CO offices after writing a detailed letter with a flight where the FA service was not up to par.

That was a couple of years ago.

Regression
 

In keeping with the theme of going back in time (FASTair->SHARES, livery change, seat comfort, etc.), all communication will now be done by snail mail

As long as everything is running smoothly, customer service at CO can be quite outstanding (like any large organization, there are the good and bad apples). Where CO really falls flat is anytime there is a need for problem resolution, from comically poor IrrOps, to the downright hostile attitude of 1-800-WE-CARE.

The good news is that, for the most part, things tend to run pretty smoothly...

last time I sent an email to CO Customer Service, it took 6 weeks to hear something back. And that was only because I called and got passed around 6 times and hanged up on twice.

UPDATE
 

Absolutely hilarious...

I finally received my "gesture of goodwill" from CO in the mail.


On a computer generated letter, they "acknowledge" my disappointment by depositing 1000 yes ONE THOUSAND miles into my OP account.

Thanks CO for making that trip hell, changing my airports and departure times... and not even apologizing. Your ONE Thousand miles is a great gesture. Glad you spent the 40 cents to mail the letter.

CO customer care= joke.

:td::td::td:

This is absolutely insulting.

But it's the CO way. :td::td::td:

care to elaborate?

At least you got a response.

Last winter, I was flying YQB-EWR, and decided to do a SDC from my 12:45 PM flight to the early 6:00 AM departure. I was staying pretty far away from the YQB airport, so I checked the flight status before leaving my hotel on my computer...on time.

As I was driving, I checkd the pda site, and also everything showed on time.

Got to the airport, noticed the CoEx ERJ-145 sitting at gate 33, returned my rental car and went to check in...flight cancelled.

I went to the ticket agent who told me (what else?) that the cancellation was due to weather. The weather issue certainly wasn't at the YQB end, since this was the only departure not leaving on time that morning. Later, I also checked weather at EWR and en route, nothing (EWR arrivals were completely normal), and no weather of any kind along the route.

So I asked to be put back on my original 12:45 PM departure out of YQB, but was told that the flight was now full (obviously, since the 6:00 AM pax were already reaccommodated).

I was put on the 3:45 PM departure and when I asked the ticket agent to refund my $50 SDC fee she told me I could not do it. Of course, the CO ticket agents at YQB are contract employees, so that wasn't really a big surprise.

Since I had a bunch of time on my hands, I called CO and explained the situation to them. What do you think the response was? Since this change was due to "weather" they could not refund the SDC fee...

After I got home I wrote a correspondence to CO, and am still awaiting a response of any kind months later...

Of course, it wasn't just the $50, since I was stranded at YQB for over six hours. I decided to get a hotel room and rest and work.

The bottom line? My attempt to get on an earlier flight actually got me home almost seven hours later and ended up costing me about $180...all based on a highly dubious "weather" incident.