Assistance has previously been offered to you. Please PM me the details and I will be glad to follow-up on Mr. Kellner's behalf.

Seriously now, your situation is regrettable and I hope that a resolution comes to your satisfaction. However, it seems to be quite a lofty expectation for you to go around expecting a CEO to address your problems.

Of course I do not expect the CEO to directly address the problem, but since I have not had a timely response I was hoping to escalate, and I am sure there is a staff that monitors his e-mails.

JetSet78

I REALLY appreciate your offer of help, but I hesitate providing personal info such as my onepass number. I am not experienced with this board and am not sure if this is a good idea. Are you a different person than COInsider who very nicely has also offered help?

Anyway, is it too much to expect a timely reply within about 3-5 days to an issue? At least shouldn't I have gotten an e-mail saying that my e-mail was received and is being researched?

GZFNP7

Unhelpful and rude frontline staff are a determent to any company. And sadly as you can't take firearms past security at the airports now I've had to often resort to shoe-clubbings to resolve issues. It generally works well - especially if you can "assert" yourself right on the noggin with a heavy soled dress shoe. The upside is the agent will no longer be rude but downside is the GA will continue to remain unhelpful in their now unconscious state. Plus do you really want to be walking in socks on the floor of the airport?

But seriously, if an agent aggravated me to the point where I felt personally insulted I would take down their name and then either track down the station manager (permitting time), post on FT (assuming internet), bend down and begin to remove my shoe...(just kidding) or send an email to someone on the inside beyond customer care (personally I'd go with CO Insider first unless there were some extraordinary aspects).

I don't know if I agree with this. If an issue arose where I felt insulted, emailed CO and received no response, I'd turn to an inside office for resolution. Bad apples need to be dealt with as nothing can loose a customer quicker than hacking them off unnecessarily.

In the case of the OP, the GA could have said something along the lines of, "Hmmm. I'm not seeing you on this flight. But I won't be able to see if I can get you on this flight, much less what seats I can scrounge up, until I've got all ticketed and confirmed passengers onboard. If you and your wife could stand at the podium I'll work on fixing this problem as soon as boarding is complete.

...and why are you taking off your shoe?"

If I was bumped off a flight and the compensation got screwed up I would not go to the top. However, if the way in which I was treated was unacceptable and I received no follow up from CO (or any company) than I'd think it would be okay to escalate the situation. As always, YMMV.

this is ridiculous. CoInsider has graciously offered to help, either you want it or you don't.

I'm sure the time it takes to research the situation is due to priorities and the official continental response might be different from what the OP "thinks" is timely.

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To many variables - Let CoInsider sort it out.

From the OP's comments, it seems she was treated not very professionally by the CO GA at EWR. But as has been said before, there are usually two sides to every story such as how "demanding" was the OP?
Is the OP only complaining about the slowness in the CO response/apology or is something more being requested ?

Yes, GZFNP7, there are other members of the CO team that may offer assistance with certain matters. You are encouraged to follow-up with whatever channel you're most comfortable with.

Most e-mail correspondence is addressed or advised of pending research within 3-4 days.

Thanks for addressing this issue JetSet78.

Yes, I will let COInsider sort it out and I really appreciate his offer... just was a little concerned about providing onepass number, and other info, but it seems that he is highly endorsed by this board.

I did get GA first and last name of whom I am lodging a complaint and also included my boarding passes with the exit row seats crossed off and the new seats hand-written ...there was no other GA at the gate and since the plane was a CRJ that was already delayed... the situation was get on the flight or find a supervisor and miss the flight. One other flyer remarked to me that the GA acted like a "prison warden" but I'm sure a few others thought we were doing something wrong.

I agree there are 2 sides to every story, but I did e-mail my boarding pass to CO Cust. Svc. with the exit row seats crossed off and the new seats hand written as some sort of proof along with GA's first and last name.

The first problem was the way I was treated at the gate and that my exit row seats were given to someone originally on a later flight. Now the problem is the slowness of a CO response which is why the original post to ask if anyone had Larry's e-mail.... I really didn't intend to air my dirty laundry to everyone, but I do appreciate everyone's help and input.

GZFNP7