Customer First Program Announcement
 

Continental Airlines has officially released the details of their new 'Customer First' Program. There is a 45 page PDF file explaining the whole program in detail. See link below for a copy of the file.

HOUSTON, Dec. 13 /PRNewswire/ -- Continental Airlines has fine-tuned customer service policies, established new functions and provided training to thousands of staff as it prepares to fully implement its Customer First program on Dec. 15.

Continental's Customer First plan is part of an industry-wide effort to enhance services and communications with airline travelers, particularly in situations involving irregular operations. It contains specific, voluntary service commitments to continue the company's high level of performance and improve wherever possible.

Continental is making its Customer First plan available in writing so customers can use it to better understand and anticipate how the airline will handle specific situations that may arise before, during or after their trip. Internet download is available at http://continental.com/service/service_06.asp and copies may be requested at the airport.

[This message has been edited by steve100 (edited 12-13-1999).]

I think they released this back when the other majors did. I remember reading it on their site a couple of months ago.

Quote:

"The following plan, Customer First, contains specific, voluntary service commitments to continue this high level of performance and to improve wherever possible. While the plan does not intend to amend or replace the Contract of Carriage that defines our terms and conditions of carriage, the plan attempts to explain the applicable policies in a clear, consistant and understandable fashion"

In other words, it's just words!

[This message has been edited by Old Gold (edited 12-14-1999).]