I Was Surprised
 

I certainly thought 100% online booking credit carried over to '05, but I just tried to book a family trip and got a 50% response for "I".

Is this enhancement being slipped past us??

No, you still get 100%.

They're not trying to slip anything past us, their web folks are just incompetent.

I've seen bugs fixed - my pet-peeve here is that email is a fairly good and simple way to report bugs, problems, etc. I'd probably feel more listened to if they hadn't sent any response at all.... or even sent a canned, "we appreciate your input... etc." response.

I've found that email to eservice doesn't work, telephone calls do. Conversely I find that emails to wecare work (or are at least read, if not agreed with or acted upon), while phone calls don't. Go figure.

I did notice earlier this year (or maybe late last year) that when you hold a reservation it often comes up 50%, but when you complete the purchase online, it goes to 100%. I assumed that they showed the 50% in the event that you didn't complete the purchase on-line. At the time, I asked co.com and they assured me that it was 100% for co metal booked and purchased at co.com.

Suggestion: beta.co.com
 

Since we're beta testing anyway, perhaps CO should formalize the process and give some of us (or perhaps just post on FT) access to an on-going beta site. They could hold up rollout of changes for the masses, we'd be warned, they'd get feedback, etc.

I actually participated in beta testing a couple years ago before CO started relying heavily on the web for transactions. They were nice enough to give me a leatheman-type utility tool for my troubles.

Helpful Hints!!
 

Guys and Gals:

Since I work the Electronic Support Desk, I will ask you KINDLY for constructive criticism and any errors you may find on a page. These are the steps I would like for you to follow, especially in the days following a new release. I'm not a TECHIE, I only report them as I hear them from you.

!. Emails are helpful, yes we do have some canned responses (which we are working on). And yes they are forwarded to the appropriate party. I answer numerous emails, usually not canned, because every situation is different. Continue to send them they do get read.


2. **IT'S BETTER IF YOU CALL IN.** While you are on the page that has the error, call in at that time. It is helpful if you are signed in with your One Pass number, be patient, as I will have to sign in under your profile and follow the same path as you. Once I get to that page, I complete an error report with the problem, and that gets sent in to the TECHS. If there a number of errors on the same page with the same problem, they are more likely to work on that problem more quickly. If you send the email all we can do is forward it but the error report gives them specifics. That gets priority.

3. Calling in will require you to stay on the phone with me a little longer while I fill out the report. But if you really want to help us improve this website for you please be specific about the error and the path you took and please be nice. Days after a release are hectic as they work out the bugs.

4. Usually when I ask for a response from the TECHS, they will follow up with me. If you would like an update from the agent you spoke to, ask them to email you. I always do this for my customer , ONLY IF THEY ASK ME NICELY.

5. Generalazations and complaining about how dumb we are is not going to get the problems solved.

Unfortunately, I would like to give each and everyone of you my extension but that is not possible. But if you take the time to call we really really appreciate it. My co-workers really work hard at reporting bugs.

Thanks,

Pananna

I'm sure Continental's tech are working s hard as possible :D These imporvements are great! I think a beat testing idea would be great to work out the kinks (I beta for AOL, MS, and AT&T). I wouldn't mind doing it for Continental.

Over all it's good to see they are listening to us (somewhat).


-Vincent

Pananna-

Its great having someone in the know on the CO FT forum!

Since its a problem with others, I'm wondering what the deal is with the Reward Travel search calendars showing dates with standard awards available, but when you click on those days, you get nothing but easypass. I have a couple of PDF's I 'printed' with a few searches if you're interested in forwarding it to your techs. I was told that you can't send attachments through the normal email to co.com.

-entropy

What better troll than to launch a thread (a) using loaded words like enhancement and (b) accusing CO FlyerTalk members of being whiners!

:D

Yes, reward booking has been a problem. Supposedly this release was to fix that. If you are still having that problem, again, as I explained earlier while you are on that page, call the web desk, and have them send an error report at that time.

It might be fixed (I'm keeping my fingers crossed!) If you continue to have problems after today and you're not getting safisfaction from reporting the error. Copy the pages, call an agent and have them give you the WEB desk fax number. Send a cover letter with detailed information about the path you followed. We will then forward it to TECH. But the very best tool at fixing problems is to call while you are on that page. The more error reports TECH gets the more likely the problem will be resolved.

"Working Together" is a big buzz phrase at Continental, we should really extend this phrase to our passengers! Doing this on both sides of the fence would really benefit us both! If we both work together at resolving issues, wouldn't it make using our website and flying our planes so much more pleasant?

By the way thanks for your reply!

Whatever, you want to call it, today's release is an enhancement. And Flyer Talkers are whiners, many have said so yourselves, I'm willing to work with any of you if you have a problem. But calling people dumb and incompetant gets you nowhere in any business much less the airline business.

Like I said in my earlier post if both us work together we can make both of our experience better. You in dealing with "dumb" people like me and me dealing with a an Elite member who is a very important part of our business.

You don't have to follow my suggestions, it's your choice. But I'm willing to put my self outhere on this board to work with you guys.

You too? We do live in a democratic society.

trying...
but now CO.com is down :(
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