The Ideal CO customer
Dec 21, 2003 | 5:24 pm
#1
Original Poster
Join Date: Dec 2003
Location: Denver, CO
Posts: 1
The Ideal CO customer
I have lurked on this board for over a year and have always been amused by the zeal with which some FFs defend their beloved CO airlines. It seems that whenever a comment is posted that is even slightly critical of CO, some CO devotee ( I wont name names) jumps in to discount that posters opinion, berate the poster, accuses that poster of being a greedy cry-baby whiner and labels them an idiot. Someone else (or maybe the same person) goes on to say that COs onepass members are just determined to get something they have not paid for and therefore any complaint or even slightly less than flattering observation about CO and its programs ( well-founded or not) must be disregarded.
I happened across this site today and found comments posted by flyers about CO very interesting: http://www.airlinequality.com/Forum/contl.htm
For the most past, these remarks seem to been posted by people who are NOT one pass members. They are your ordinary, average , maybe occasional flyer not looking for upgrades, perks, exit row seating, or any thing else. What they were looking for was clearly understandable policies, reliable scheduling, common courtesy and respect With few exceptions, CO failed miserably at delivering.
It seems that while CO is apparently not interested in maintaining its revenue stream from the average one pass member it does not seem to put any more effort into making loyalists out of the ordinary non one pass flyer. Looking at the comments on this board and at the link posted above, they seem to be pretty consistent in their remarks about COs service quality. The only fliers that CO seems to be interested in satisfying are those who fly in Business on EVERY flight.
Just wondering where that leaves the rest of us.
[This message has been edited by interested observer (edited Dec 21, 2003).]
I happened across this site today and found comments posted by flyers about CO very interesting: http://www.airlinequality.com/Forum/contl.htm
For the most past, these remarks seem to been posted by people who are NOT one pass members. They are your ordinary, average , maybe occasional flyer not looking for upgrades, perks, exit row seating, or any thing else. What they were looking for was clearly understandable policies, reliable scheduling, common courtesy and respect With few exceptions, CO failed miserably at delivering.
It seems that while CO is apparently not interested in maintaining its revenue stream from the average one pass member it does not seem to put any more effort into making loyalists out of the ordinary non one pass flyer. Looking at the comments on this board and at the link posted above, they seem to be pretty consistent in their remarks about COs service quality. The only fliers that CO seems to be interested in satisfying are those who fly in Business on EVERY flight.
Just wondering where that leaves the rest of us.
[This message has been edited by interested observer (edited Dec 21, 2003).]
Dec 21, 2003 | 6:29 pm
#2
Join Date: Oct 1999
Location: Southwest Desert, under a rock, watch out! ~~~~~~~~~~~~~~~~<" You can get there, but it's gonna cost you!
Programs: Previously NonePass, now UA 1K (*Enhanced*)
Posts: 4,248
<font face="Verdana, Arial, Helvetica, sans-serif" size="2">interested observer asks:
Just wondering where that leaves the rest of us.</font>
Just wondering where that leaves the rest of us.</font>
enhanced Baby![This message has been edited by snake (edited Dec 21, 2003).]
Dec 21, 2003 | 6:44 pm
#3
FlyerTalk Evangelist
Join Date: Sep 2002
Location: Between AUS, EWR, and YTO In a little twisty maze of airline seats, all alike.. but I wanna go home with the armadillo
Programs: CO, NW, & UA forum moderator emeritus. Eurobonus Millionaire
Posts: 38,713
<font face="Verdana, Arial, Helvetica, sans-serif" size="2">Also as a European I found it odd that a full service airline did not include alcohol with the meal, there was a surcharge for a glass of wine of USD5</font>
<font face="Verdana, Arial, Helvetica, sans-serif" size="2">Continental employees would rather lie to the public than tell the truth even when the truth would be better! On a flight last night HOU to SAT I explained that my wife was ill, ( due to a meal on our incoming flight), and requested a glass of water for her while on the ground. This was flatly refused although we were in first class - and the cabin was only one third full. I had asked for a front row seat, due to it's proximity to the lavatory, And was told that first class had checked in full and all seats were assigned. We flew with the first three rows of first empty! I would be interested in finding an airline that would appreciate our business that we could al move to en masse.</font>
Dec 21, 2003 | 7:24 pm
#4
Join Date: Aug 2002
Location: MCI
Programs: AA LT Gold; BA Silver; Hilton Diamond
Posts: 3,103
I'm Silver on CO (that and 99 cents will get me a cup of coffee) and have already booked my first non-CO transatlantic flight in 3 years- on American. It was clear to me that they really don't want people who pay normal prices for plane tickets so I'm outta there. Too bad, too. Not only did they lose me on the trip my husband and I booked to London but I'll also use AA/BA on my flights to India later in the year.
Dec 21, 2003 | 7:44 pm
#5
Join Date: Dec 2002
Location: SAN and before that...EWR....AA EXP (3MM)..HH LIFETIME DIAMOND..AVIS PREFERRED PLUS
Posts: 678
Who cares if they don't want you...or your business? I mean seriously...why does this bother so many people? Who gives a flying fack if THEY want YOU/ME ? If the airline has the best combination of the things that I am/You are concerned with (won't mention here to avoid flames 
) I'm flying them whether they WANT me or not....what it essentially all boils down to...is getting from point A to point B.
Just curious as to why people care...not trying to flame. This is gonna be interesting.
) I'm flying them whether they WANT me or not....what it essentially all boils down to...is getting from point A to point B.Just curious as to why people care...not trying to flame. This is gonna be interesting.
Dec 21, 2003 | 7:47 pm
#6
Join Date: Oct 1999
Location: Southwest Desert, under a rock, watch out! ~~~~~~~~~~~~~~~~<" You can get there, but it's gonna cost you!
Programs: Previously NonePass, now UA 1K (*Enhanced*)
Posts: 4,248
<font face="Verdana, Arial, Helvetica, sans-serif" size="2">Also as a European I found it odd that a full service airline did not include alcohol with the meal, there was a surcharge for a glass of wine of USD5</font>
enhancement . Continental is spending $4,000,000 annually to improve transatlantic coach meals and this dude complains about spending 4 for a glass o' grog!!!
<font face="Verdana, Arial, Helvetica, sans-serif" size="2">Continental Airlines Announces Changes to Coach Service on International Flights
HOUSTON, May 20 /PRNewswire-FirstCall/ -- Continental Airlines (NYSE: CAL) today announced that the airline will spend approximately $4 million annually to improve coach class meal service on trans-Atlantic flights beginning July 1. Continental will upgrade the hot entree offered as part of the main meal, improve the second meal served prior to arrival, and have a variety of snacks available to customers throughout the flight. On longer-haul routes such as Amsterdam to Houston, the airline will also enhance the salad at the main meal and add a new, mid-flight snack service.
Concurrent with upgrades to its meal service, Continental will standardize its onboard liquor policy throughout its system worldwide. Beginning July 1, and consistent with its domestic main cabin service, the airline will implement a $4 charge per alcoholic beverage served in coach class on international flights. All revenue from the liquor charges will be reinvested to help offset significantly increased costs of the enhanced meal service.
"This reallocation of our investment in our inflight product benefits every customer, rather than the few who enjoy complimentary liquor," said Eric Kleiman, director of product marketing.
In addition, Continental will expand its inflight entertainment program with more video games and HBO original programming. The airline is nearly doubling the number of video games for customers in coach class offered through its onboard interactive Personal Entertainment System, increasing the number of game selections from six to 10. The entertainment systems are available at every seat on the Boeing 777 and 767 aircraft flown in international markets. In August, the airline will also add HBO programming to its personal inflight video entertainment in the BusinessFirst cabin, allowing customers to choose popular programming such as The Sopranos and Sex and The City.
Continental's investment in coach service complements its recently announced enhancements to its BusinessFirst product. The airline is installing new sleeper seats in its BusinessFirst cabin on Boeing 777 aircraft that serve trans-Atlantic and trans-Pacific routes.
Continental Airlines is the fifth largest airline in the U.S., offering more than 2,100 departures daily to 120 domestic and 91 international destinations. Operating hubs in Houston, New York, Cleveland and Guam, Continental serves more international cities than any other U.S. carrier, including extensive service throughout the Americas, Europe and Asia. For more information, visit continental.com.
Continental was named the 2001 Airline of the Year by Air Transport World, as well as the 1996 Airline of the Year, making it the only carrier to receive this honor twice in five years. For the fourth consecutive year, Continental was named one of the 100 Best Places to Work For by FORTUNE magazine, and is ranked the nation's No. 1 airline in customer satisfaction for long and short- haul flights by Frequent Flyer Magazine and J.D. Power and Associates. Continental has received numerous awards for its BusinessFirst premium cabin (Conde Nast Traveler, OAG, Entrepreneur and SmartMoney magazines), OnePass frequent flyer program (InsideFlyer's Freddie Awards) and overall operations and management (FORTUNE magazine). </font>
HOUSTON, May 20 /PRNewswire-FirstCall/ -- Continental Airlines (NYSE: CAL) today announced that the airline will spend approximately $4 million annually to improve coach class meal service on trans-Atlantic flights beginning July 1. Continental will upgrade the hot entree offered as part of the main meal, improve the second meal served prior to arrival, and have a variety of snacks available to customers throughout the flight. On longer-haul routes such as Amsterdam to Houston, the airline will also enhance the salad at the main meal and add a new, mid-flight snack service.
Concurrent with upgrades to its meal service, Continental will standardize its onboard liquor policy throughout its system worldwide. Beginning July 1, and consistent with its domestic main cabin service, the airline will implement a $4 charge per alcoholic beverage served in coach class on international flights. All revenue from the liquor charges will be reinvested to help offset significantly increased costs of the enhanced meal service.
"This reallocation of our investment in our inflight product benefits every customer, rather than the few who enjoy complimentary liquor," said Eric Kleiman, director of product marketing.
In addition, Continental will expand its inflight entertainment program with more video games and HBO original programming. The airline is nearly doubling the number of video games for customers in coach class offered through its onboard interactive Personal Entertainment System, increasing the number of game selections from six to 10. The entertainment systems are available at every seat on the Boeing 777 and 767 aircraft flown in international markets. In August, the airline will also add HBO programming to its personal inflight video entertainment in the BusinessFirst cabin, allowing customers to choose popular programming such as The Sopranos and Sex and The City.
Continental's investment in coach service complements its recently announced enhancements to its BusinessFirst product. The airline is installing new sleeper seats in its BusinessFirst cabin on Boeing 777 aircraft that serve trans-Atlantic and trans-Pacific routes.
Continental Airlines is the fifth largest airline in the U.S., offering more than 2,100 departures daily to 120 domestic and 91 international destinations. Operating hubs in Houston, New York, Cleveland and Guam, Continental serves more international cities than any other U.S. carrier, including extensive service throughout the Americas, Europe and Asia. For more information, visit continental.com.
Continental was named the 2001 Airline of the Year by Air Transport World, as well as the 1996 Airline of the Year, making it the only carrier to receive this honor twice in five years. For the fourth consecutive year, Continental was named one of the 100 Best Places to Work For by FORTUNE magazine, and is ranked the nation's No. 1 airline in customer satisfaction for long and short- haul flights by Frequent Flyer Magazine and J.D. Power and Associates. Continental has received numerous awards for its BusinessFirst premium cabin (Conde Nast Traveler, OAG, Entrepreneur and SmartMoney magazines), OnePass frequent flyer program (InsideFlyer's Freddie Awards) and overall operations and management (FORTUNE magazine). </font>
Dec 21, 2003 | 10:09 pm
#7
Join Date: Jul 2002
Posts: 269
Actually, what I found most interesting is that the BF passengers seemed to be writing in with positive reviews and the coach passengers -- especially those who had no status were writing in to complain.
Friends of mine recently booked an EWR - CDG trip on CO because they were hoping I would go with them and knew that I flew CO almost exclusively. Long story short I couldn't go with them and they had a miserable experience. The inevitable question was "why would you fly them -- awful food, awful wine you have to pay for, surly service?" My response was about OnePass benefits and increased availability for PLATS, etc., etc. My friend responded "So the way that Air France treats everyone, Continental saves for its Elite passengers."
I'm trying to figure out how to make a jump to another airline given my itineraries. It's a little hard seeing as I live 8 mi from Newark.
Friends of mine recently booked an EWR - CDG trip on CO because they were hoping I would go with them and knew that I flew CO almost exclusively. Long story short I couldn't go with them and they had a miserable experience. The inevitable question was "why would you fly them -- awful food, awful wine you have to pay for, surly service?" My response was about OnePass benefits and increased availability for PLATS, etc., etc. My friend responded "So the way that Air France treats everyone, Continental saves for its Elite passengers."
I'm trying to figure out how to make a jump to another airline given my itineraries. It's a little hard seeing as I live 8 mi from Newark.
Dec 22, 2003 | 4:09 am
#8
Join Date: Sep 2002
Location: LAX
Programs: UA
Posts: 1,479
On this website, US gets 4 stars.
AA/CO/DL/HP/NW/UA get 3 stars.
Cathay Pacific & Singapore are the only 2 airlines with 5 stars.
AA/CO/DL/HP/NW/UA get 3 stars.
Cathay Pacific & Singapore are the only 2 airlines with 5 stars.
Dec 22, 2003 | 6:57 am
#9
Join Date: Oct 2003
Location: The Woodlands, Texas
Programs: CO-Plat, HH-Diamond, MR-Gold, SPG-Gold
Posts: 182
I have to think that for every person who gets on here to fly the Continental flag, there is someone else that wants to start a thread and complain about, well, nothing.
I don't lend much credibility to someone that complains about complainers.
Dec 22, 2003 | 7:04 am
#10
Join Date: Dec 2001
Posts: 5,974
<font face="Verdana, Arial, Helvetica, sans-serif" size="2">Originally posted by 005flyer:
I don't lend much credibility to someone that complains about complainers.</font>
I don't lend much credibility to someone that complains about complainers.</font>
Not to worry, we don't either.
Dec 22, 2003 | 7:09 am
#11
Join Date: Oct 1999
Location: Southwest Desert, under a rock, watch out! ~~~~~~~~~~~~~~~~<" You can get there, but it's gonna cost you!
Programs: Previously NonePass, now UA 1K (*Enhanced*)
Posts: 4,248
<font face="Verdana, Arial, Helvetica, sans-serif" size="2">I don't lend much credibility to someone that complains about complainers.</font>
Dec 22, 2003 | 7:28 am
#12
Suspended
Join Date: Jul 2002
Location: Southern, CA, USA
Programs: UA just 8800 mi short of Silver
Posts: 2,813
[QUOTE]Originally posted by interested observer:
It seems that while CO is apparently not interested in maintaining its revenue stream from the average one pass member it does not seem to put any more effort into making loyalists out of the ordinary non one pass flyer
??????????? What?? Did CO hose you out of an upgrade or 2 on you last 7 leg $200 transcon??? If CO was so incompetent, they would totally bankrupt, not one of the leaders in emerging the industry out of bankruptcy after 9/11
It seems that while CO is apparently not interested in maintaining its revenue stream from the average one pass member it does not seem to put any more effort into making loyalists out of the ordinary non one pass flyer
??????????? What?? Did CO hose you out of an upgrade or 2 on you last 7 leg $200 transcon??? If CO was so incompetent, they would totally bankrupt, not one of the leaders in emerging the industry out of bankruptcy after 9/11
Dec 22, 2003 | 7:41 am
#13
Join Date: Jul 2003
Posts: 834
[quote]<font face="Verdana, Arial, Helvetica, sans-serif" size="2">Originally posted by chasbondy:
Without the US govt bailout I have little doubt that CO would be bankrupt for the third time around.
A bailout that was funded of course by US taxpayers some of whom just happen to CO elites that get hosed whenever CO doesn't deliver what they promise in exchange for your revenue.
If CO was so incompetent, they would totally bankrupt, not one of the leaders in emerging the industry out of bankruptcy after 9/11
</font>
A bailout that was funded of course by US taxpayers some of whom just happen to CO elites that get hosed whenever CO doesn't deliver what they promise in exchange for your revenue.
Dec 22, 2003 | 8:05 am
#14
Join Date: Oct 2003
Location: TPA
Programs: AA ExecPlat 2MM, HH Diamond, WoH Globalist, Bonvoy Gold
Posts: 2,217
<font face="Verdana, Arial, Helvetica, sans-serif" size="2">Originally posted by chasbondy:
??????????? What?? Did CO hose you out of an upgrade or 2 on you last 7 leg $200 transcon??? If CO was so incompetent, they would totally bankrupt, not one of the leaders in emerging the industry out of bankruptcy after 9/11</font>
??????????? What?? Did CO hose you out of an upgrade or 2 on you last 7 leg $200 transcon??? If CO was so incompetent, they would totally bankrupt, not one of the leaders in emerging the industry out of bankruptcy after 9/11</font>
CO changed the upgrade process without letting its customers know about it. As a result, the perception of service quality does not meet the customer's expectation, in many cases. That's a basic concept that companies have to understand if they want to create a core of loyal customers.
The upgrades aren't the only issue. The lack of award availability, the cramped economy section, the lack of a dedicated elite desk, the ridiculous international upgrade scheme, and enhancements that are really insults are driving many of us from CO.
A reason that CO is one of the "leaders in emerging the industry out of bankruptcy" is because CO treated its elites better than any other airline did for a number of years. In the past couple of years, these loyal elites have become aware of erosions in their benefits, with little or no communication of or explanation about these changes.
The impact on CO's bottom line might be negligible, or it could be substantial. Maybe CO will find a lot of people who are willing to pay a premium price for a non-premium service, but I'm not one of them.
Dec 22, 2003 | 8:09 am
#15
Join Date: Jul 2003
Posts: 834
<font face="Verdana, Arial, Helvetica, sans-serif" size="2">Originally posted by Flying Buccaneer:
Personally, I have never flown a 7-segment $200 transcom to get my elite status on CO. Even if I had, I would still be contributing to the bottom line by purchasing seats that would have gone empty anyway.</font>
Personally, I have never flown a 7-segment $200 transcom to get my elite status on CO. Even if I had, I would still be contributing to the bottom line by purchasing seats that would have gone empty anyway.</font>
Yeah, CO.