WOW! Calling really does work sometimes...
 

As I noted in another thread, I had left a voicemail message for Gordon Bethune bascially praising CO's efforts to stay afloat pre- and post-9/11.

Well, about 15 minutes ago, I got a call back...from Gordo himself.

He began the conversation, and basically thanked me for my business and my loyalty to Continental over the years and during this difficult time. Gordon also stated that the measures CO has implemented or will implement in the near future came about after much research and debate, and that the company is aware of the difficulties or inconveniences that they may cause.

I responded by first thanking him for the unexpected but certainly welcome return of my call. I then told him that I understand that the decisions being made by CO weren't done lightly and serve an important purpose: namely, keeping CO around to fight another day. I also stated that while I'm not a fan of some of the new policies, like the HKY fare restrictions, I'd rather take those and have a strong airline behind it rather than have United's or US Airways' policies supported by a bankrupt airline (we both laughed at that one).

After that, I thanked him for all of the work he has done at CO over the past eight years, and that I look forward to partaking in CO's future success as a shareholder and Elite member. He thanked me again for my call, hoped to see me on another CO flight in the very near future, and said goodbye.

I must say the Gordon was very cordial and friendly during the conversation, and never once showed a hint of arrogance or "disconnect". Even as I type this, my mind still has only one word in it: "WOW!" I truly feel honored for him to have taken a few minutes out of his just to let me know that he cared.

THIS, ladies and gents, is the type of stuff that keeps me firmly planted at CO...

WOW indeed.

Double WOW!

How did he reply to your comments regarding HoKeY restrictions?

He really didn't reply, other than to say that CO only makes these sort of tough decisions after much research and debate.

I'm sure Gordo the Liar wouldn't call back anyone with a complaint.

What do you say to a guy that doesn't read his own book, that publically states there will be no program changes to one pass and then makes changes and doesnn't even apologize, and that believes his own hype that everything is everyone else's fault?

...I mean other than "...you're great, I adore you, thanks, I'll bend forward to be enhanced more..."

Gimme a break. You called him announcing yourself as a cheerleader for him and you are surprised he called back? Now he can claim that his changes have been welcomed by his loyal customers that he has personally talked too.

Did you have to wipe your handset to get rid of the drool after you had finished? http://www.flyertalk.com/forum/smile.gif

What color were the Emperor's clothes?

Edited for typos

[This message has been edited by venk (edited 09-03-2002).]

Hope you didn't tell him how many shares you have. http://www.flyertalk.com/forum/wink.gif

Like I said, I'd rather have the changes with a strong airline behind it vs. an entitlement state supported by a bankrupt carrier...

I didn't. http://www.flyertalk.com/forum/biggrin.gif

As a shareholder, more power to you!

As a passenger and customer, I'll sit in a seat with more legroom and better service on a carrier that has loan guarantees from my taxes, than in the smallest seat in the air on a carrier with an attitude and still have to pay the taxes to bail out the carrier with better service and larger seats.

As I've said before, Gordo the Liar can't raise your prices if you don't buy his tickets.

You mean the same airline that's about to go into Chapter 11 and get broken into pieces, most of which will probably be acquired by Delta? No thanks, I'd rather stick with an airline that's good enough to not have to go on the dole...

Hey, I've got a hundred-dollar bill, I can own the whole company! http://www.flyertalk.com/forum/wink.gif

C'mon people.... Give Avek a break...

I'll say it. I'm impressed that the CEO of a major US corporation would call a customer back. ANY major corporation. Of course Gordo called a supporter back (a supporter who will likely be sitting in coach next year), it's always better to find positive reinforcement.

Avek, I wish you woulda been a little tough on him, at least politely asked where the press release regarding the "Use it or lose it enhancement" press release was, and asked him not to follow US. But at least you know that your comments were heard by the person they were intended for.

Ironically, those of you who "went negative" when you left a message were probably deleted. Funny how an airline can "go negative" in how it treats cutomers (sticks rather than carrots), but you have to sprinkle some sugar around in order to get a CEO to hear customer feedback.

OK. But when you don't get your upgrade and the jerk in front of you reclines and smashes your notebook computer screen, and the FA tells you it'll be $25 for a napkin to wipe up the mess...I hope your portfolio makes you feel better....that is until Gordo the Liar alienates all of his passengers, has no equity in his aircraft to keep it together, and shrinks again eliminating your route (oh, did you have plans to fly to Oakland, Stanstead, etc.)

NJDavid: That would suck, but seeing the former UAers beg DL gate agents to honor their 1K SWUs on an insULT fare would brighten my day...

[This message has been edited by avek00 (edited 09-03-2002).]

Agree. However, I think it is dangerous in this situation to just stroke his ego with platitudes. The problem with CO is precisely that it became arrogant with its own success and GB is still on that high.

Look at the thread on revs and non-revs on how some of the employees are feeling and even quitting because of it. Even if a small percentage of employees have such a poor opinion of the CEO (a remarkable change from the previous years), then the CEO needs more than sugar-coating. He needs a wake up call.

I would respect a CEO that came in front of its critical customers and gave his position honestly than one who called an unabashed cheerleader.

Most Emperors in history surrounded themselves with sychophants before their downfall.

I never said that I liked the HoKeY restrictions, which do put a damper on the frequency of my BF travels. What I am saying is that I appreciate CO's efforts to maximize revenue and stay in business, which benefits me in the long run.

While others may cheerlead UA, US, and AA, the bottom line is that the "cutomer loyalty and goowill" generated by those airlines' lenient policies isn't paying the bills. When UA seeks court protection, I would urge each and every UA FTer to go the BK Court and tell the Judge how wonderful United's policies were...

good for gordo on the callback.

[This message has been edited by fly co to see the yanks (edited 09-03-2002).]

I too am surprised that Gordo called you back.

How exactly did you get his voicemail number? Is this out in the public domain??

I have a huge vested interest in CO remaining healthy: I'm a lifetime infinite platinum member, with a lifetime president's club membership.

And, I have the perspective of being a former shareholder and a former Continental employee.

I strongly disagree with your conclusion that recent changes will make CO more profitable and make them stay around longer. Exactly the opposite. Gordon is running the company into the ground for all the reasons heretofore articulated by many astute FT'ers who regulalry decide whether or not to spend their money on Continental.

P.S. If anyone else would like to leave Gordon voicemail, email me and I'll tell you how. You will need a not-blocked outbound line for caller ID purposes.

Calling really does work? How so? Did calling result in any action other than a return phone call thanking you for thanking him? Weren't you calling Mr. Bethune irresponsible less than a month ago? My how your tune has changed!

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"We will not cut benefits from OnePass, our industry-leading frequent flyer program, because we remain committed to rewarding our most loyal customers."

-- Gordon Bethune (Continental's CEO) two weeks before significantly cutting benefits of the OnePass program

My beef with Gordon has nothing to do with the operational side of Continental Airlines. My grievances deal with his approach to CAL's debt, which has mounted considerably under his leadership, and will ultimately force an "end" to CO by the end of the decade.

That said, Bethune's work at CO has positioned the company well for a merger or acquisition as soon as the economy begins to rebound. I expect and eagerly anticipate a corporate combination with Delta, Northwest, or both at some point down the road.

Um, excuse me, but the jury is still out on whether CO's recent policy changes will "pay the bills." CO, like most carriers, is still losing a ton of money, and there is the distinct possibility that its chosen strategy for maximizing revenue and staying in business will actually drive customers away and make the airline worse off. Only time will tell.

As things stand now, Continental is basically breaking even if not generating small operating profits. I agree that time will tell on the new changes, but up to this point, CO's strategies have proven to be among the most successful in the post-9/11 industry environment...

http://www.zyworld.com/brancatelli/branc082202.htm

Yes, CO lost a great deal of money in Q2 2002. However, early indications suggest that CO is, at the least, VERY close to (or even past) the operational breakeven point for Q3 2002. That said, debt servicing and one-time charges will likely prevent CO from achieving a "real" profit through at least Q2 2003.

[This message has been edited by avek00 (edited 09-04-2002).]

What early indications may I ask?

Need to separate facts from wishful thinking http://www.flyertalk.com/forum/smile.gif

For the months of July and August, Continental exceeded its breakeven load factor number. For July, Continental achieved a load factor of 79.4%, 0.4 points above its estimated breakeven load factor of 79.0%. In August, Continental achieved a load factor of 79.1%, 1.1 points above its estimated breakeven load factor of 78%.

September will almost certainly prove to be an operational money-loser, though. The estimated breakeven load factor for that month is a virtually unattainble 87%.

Although the RASM/CASM figures are necessary to give a more precise description of CO's current condition, the LF data suggests that CO more or less did OK this quarter on a purely operational basis.

Wow!
I wonder if I call any other airlines' CEOs, how many will actually call me back.

There are often many negative comments at this board about Gordon or CO, I rarely respond to the comments. I understand the frustration and the need to vent.

But a company at CO's size, and at a very difficult time for overall airlines industry, I am very impressed that Gordon actually returned a customer's phone call. It says a lot about Gordon and Continental's culture.

I believe there are many of us, if not most of us, at this board that disagree with many malice remarks but never bother wasting time writing about our thought. Deep down we do appreciate CO and what Gordon brings to CO.

[Edit for misspellings]


[This message has been edited by Bookexp (edited 09-04-2002).]

Some people are so easily seduced by a powerful man.

And some, just like to be personally ENHANCED.

Glad you enjoyed it.

The Emperor has no clothes. And is a liar.

dupe

[This message has been edited by avek00 (edited 09-07-2002).]

I don't agree with 100% of Gordon's decisions as the head honcho of CO. But I would be foolish to overlook the success of his turnaround plan in the 1990s, as well as his efforts to keep CO afloat in the post-9/11 environment.

The bottom line is that as CO customers, we're lucky that HoKeY and possibly TurQey fares are the most that we truly have to worry about at this time. Has it not occurred to some of you that FFs at US, UA, and AA have to worry not only about FF program changes, but also the solvency of the airline itself?


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Thank you for choosing Continental Airlines, a proud member of the SkyTeam Alliance.

I think Mr. Bethune is doing his best. In the Navy a good skipper would walk around his ship and find out how things are working out on the deckplates.

It says something about his management style and character that he does the same at IAH and is willing to call back a passenger. (Unfortunately, the lack of CO candor to passengers also says something.)

How easy it is for us to second-guess his performance, though I suppose that is common everywhere, particularly with an industry in trouble.

Of course he is not going to call back a total flamer. That would be a waste of his time.

dupe

[This message has been edited by Beef or Chicken? (edited 09-08-2002).]

avek, now that you've so diligently parroted these numbers from Yahoo, you mind showing us how smart you really are and telling us what they mean?

When my numbers chief comes to me and tells my, "Yippity-doo-da-day, we're up 1.1% comp from last year," I tell Bob that I can sit on the toilet and in five minutes give him a 1.1% increase. Then I pat him on the back, and give him a 0.4% raise.

When management says, "Yeah, our numbers are up, that means we're doing something right, that means we're doing great," on the basis of 1.1% comps, while top customers are fuming, that's letting the bean-counters run the business.

I "did more or less OK" every time I come out of the bathroom and didn't piss all over the toilet. What do those numbers really tell us, Mr. Smarty Pants?

[This message has been edited by Beef or Chicken? (edited 09-08-2002).]

Beef or Chicken,

Those numbers mean that Continental likely broke even or generated a small operating profit for the months of July and August.

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Thank you for choosing Continental Airlines, a proud member of the SkyTeam Alliance.

So you made $1.00 yesterday, and make $1.01 today. http://www.flyertalk.com/forum/rolleyes.gif

For a change, let me hear something from you that doesn't reiterate the obvious, or suggests a little more insight beyond it.

Anybody can look at numbers and spit them back and sound impressive. Not everybody knows what to do with them and bring impressive results. And to do that, you have to know what the numbers mean. That's just what separates the business people from the bean-counters.

In these days when the chips are down, the true mettle of people occupying leadership positions (note that I am not calling them 'business leaders') is being brought out and to the test. While numbers are indeed the sole barometer of results, proper interpetation of those numbers is what is needed to guide action to create both immediate, sustainable, and significant (hint, hint, avek) impact.

Instead, we're getting rote reliance on absolute numerical figures. My first-grade teacher taught me that plus means up, and minus means down, too. But what's it in the big picture?

[This message has been edited by Beef or Chicken? (edited 09-08-2002).]

I appologize for saying this, but it sounds like you need a tissue to wipe your nose off. Why would you call him to commend him on all the 'take-aways'? LOL

First off, I still feel that Plat. elite members should have a lot more perks then other levels and ordinary vacationers.

Afterall ... are we not the bread and butter of the airline? It's our $2000 cross country fares that keep them afloat. Not those $200 vacation fares.

Thus, an innovative business mindset would include keeping those of us that poor constant revenue into the CO annual statement should be treated differently!


I hope you were able to wipe that nose of yours off!

Sorry Beef, but the numbers to date don't support the doomsday predictions by some CO naysayers.

The breakeven load factor is the percentage of seats that must be filled to cover expenses given the current fare mix. As mentioned previously, CO exceeded its breakeven LF number for July and August. Unless CO experienced unusually heavy pricing pressure during those months, the LFs indicate that CO has at least temporarily halted the post-9/11 tide of red ink.

While the final verdict must be withheld until we receive CO's Q2 2002 stats, the breakeven/actual load factor numbers suggest that CO fared well over the summer months.

I agree with you, and so does CO. They WANT full-Y customers to receive the best that CO can deliver. The problem comes in when Q/T pax expect just as much as the full-Y person.