I sent in my first complaint to CO's customer care regarding a bad customer service issue I encountered recently. I was given two P club passes as compensation from CO. The only problem is I have no use for the passes as I can enter the P Club with my AMEX card. They are also non-transferable. Should I send them back and ask for another form of compensation, such as 3,500 miles or a $70 travel voucher (P club passes are valued at $35 each)? Anyone else have this encounter?

What was the offense?

What did you expect for compensation?

Did you declare your expecations to customer service?

Are your expectations realistic?

Reminds me of my recent CO experience where the gate agent wanted to give me an upgrade coupon. Little good to me, as I'm PLT and get free upgrades. She thought I was being difficult, but if I'm going to get compensation don't give me something I already get for free!

More to the point, write back and tell them what you want. I find that the folks at CO are pretty accomodating for the most part. Though I'd make sure your request is in line with whatever offense was committed... ;-)

In response to FQTV's Q's:
I was travelling from EWR to EFD (Ellington Field) via IAH. For those unaware, EFD is 32 mi. south of IAH and CO provides service there for the convenience of residents on Houston's south side. When I flew into IAH, I found out that my flight to EFD was cancelled. I went to the customer service desk, and she put me on a later flight to EFD that would give me a 6 hour layover at IAH. I told the Agent that my car was at EFD and no one could pick me up at IAH. I told her that a six hour layover seemed unreasonable (given the close proximity to IAH), and asked if she could arrange for ground transportation to EFD (32 mi. south of IAH). She told me no.

I read in P Club for about 5.5 hours and then went to the gate to take the flight to EFD. It turned out that this flight was also cancelled for mechanical reasons. I went to customer service desk at CO Express and the agent told me that they can cab me to EFD, but I have to wait until three others showed up because she has to assign four to a cab. I told her my previous situation and she didn't care. Twenty to thirty minutes later the agent finally authorized me and another woman to take a cab to EFD.

I didn't ask for any compensation from CO. I just explained the situation as I did above and told them I was disappointed with the way this situation was handled. I really don't know if what they gave me was fair or not. My point is I already have access to the P Club through Amex and P Club passes are really not of any use to me. Should I ask for more, ask for the same compensation (monetarily) in another form (e.g., travel voucher, onepass miles), or stop whining ?

Thanks.

Yep, Tex, if I were you, I would ask for more.

Tell them what you want, but as a suggestion, I would keep the request ralistic.

jAAck:

Everytime I think about your story, I can't help but think how uncommon common sense really is anymore. All the more power to you should you run into incidents handled like that again.

[This message has been edited by FQTV (edited 07-11-2000).]

I really do not know what is considered fair compensation as far as my situation is concerned. Any suggestions would be greatly appreciated...

Bids are starting at:

5,000 OnePass Miles and a $150 travel voucher. Plus you hang on to those two PClub coupons.

(Or, how would *you* valuate all that time you spent?)

A human sacrafice? A box of cigars? Hey, just a thought why didn't you demand to be put on another airline?

Didn't CO send out nice Omaha steaks every once in a while?

I'll bet Tex sure was hungry sitting in that PClub for 6 hours, chomping on mixed nuts and carrot sticks... very filling...

How do you get access to the P Club w/ your AMEX card? Thanks.

Any holder of the American Express Platinum Card (_not_ the Platinum Optima or whatever the revolving card is) can use the Presidents Club gratis (including two guests) when the cardholder is flying on Continental within 24 hours before or after the time of the visit. A similar benefit applies for the Northwest and TWA clubs. In my humble opinion, that benefit alone is almost worth the annual fee, although it's obviously somewhat more restricted than being a club member.
-Adam

TX_flyer: I got a $25 coupon for SkyMall the last time I was compensated. Not too useful to me, but one of mine friends here really enjoyed using it.

BTW, if you have no use for the P Club passes, I know someone who would really get a kick out of getting a couple. If you haven't already disposed of them and want to pass themon to someone who would appreciate them, please e-mail me.

P.S. Not for me - I'm a member - and am posting this from EWR P Club!

dgolds,

Already thought about giving them away. Unfortunately, the P club passes I got have my name and onepass no. on them and on the back it says that they are not transferable.

Though they have your name on it, I've never heard of PC staff asking for ID. I'd be happy to help your dispose of them.

Tx-flyer, how much could a cab cost from IAH to EFD? If all this happens again (history repeats itself ), you might consider springing for the cab yourself as opposed to 6+ hours cooling your heels!

Then again, given how relatively little a cab should be, CO certainly showed how cheap they are by insisting on waiting until four people with the same problem showed up.