Does anyone have Larry Kelner's e-mail address or other contact info? I have not had a response from customer care regarding an issue I had and would like to escalate.

I suggest that you PM or email CO Insider before you attempt to contact Mr. Kellner's office.

Hi gzfnp7, please allow up to three weeks for our Customer Care department to respond to your issue. If it's already been that long, or if it's an urgent matter, you're welcome to send a PM directly to me.

MBM3,

Thank you for your suggestion.... I did not know that CO Insider existed.

gzfnp7

He does exist, and he's pretty good about getting things straightened out and/or explained. ^ ^ ^

CO Insider does NOT exist, at least not as a single entity. In fact, “CO Insider” is the handle for 76 7-fingered alien descendants of the original survivors of the Roswell saucer crash of July of ’47. Hidden 737 feet below CO’s main headquarters, these creatures toil away answering our every question, lest they not receive their daily ration of stale pretzels (a delicacy on Kelnerax, their home planet). But as space aliens go, they’re a great bunch.

People wrongly believe CO Insider is real because, they trot out a robot made to look like a real human being. “Handsome,” to hear the statuesque Mrs. RNE tell it. But, if you look closely into his baby blues, you’ll see the electrodes flashing away in a positronic brain. I try to keep the missus away from those Svengali peepers m’self. I suggest you do too.

What just happened?

Looks like RNE should give up the late night SciFi binges

Affirm.

Must be an early sci-fi theatre there in Cleveland...5:39pm!

Now, if CO Insider could only teleport those dreaded CRJ200's off the planet!

Maybe CO Customer Service exitsts on another planet which is why it takes up to 3 weeks to get a response...... 3 weeks seems like a long time to me.... are there that many complaints that they need to handle? When I had an issue 2 years ago I sent an e-mail to Larry and his office responded within 24 hours.... Now that what I call good service!!!

depends on how the email is routed...bad emails go to Customer Service and have a long processing time (I agree 3 weeks is a long time, Marriott only asks for 48 hours), good emails typically are answered within 24 hours, then there are the ones Larry answers himself...very very quick response, few hours tops (not fair though to expect him to respond to all emails)

Try calling your elite line (if that applies to you.) I would be sure to exhaust all other options before attempting to contact Mr. Kellner. Perhaps you can post your problem so that we can see if this is really on par with a true problem that would warrant contacting Larry directly.

Here is my abbreviated tale: 2 weeks ago my husband and I were scheduled for an a.m. flight ewr-bna, which was sold out. The GA asked for volunteers. We gave up our aisle seats for a flight that left 5 hours later and were issued $350 vouchers and boarding passes with exit row seats. 5 hours later as we were being boarded on a CRJ and were first in line (since I am silver elite) the GA said she did not have us in the computer and did not have any seats on the flight. She spoke loudly and practically accused us of missing an earlier flight and trying to sneak on this flight. She said we had to step aside while she boarded the flight and said we might be lucky if she has 2 window seats in the back of the plane, since she had been putting people from the later flight on this flight. I explained we had GIVEN up our seats and I had boarding passes in my hand for exit row seats which is where I would like to sit. She yelled at me that I was in no position to demand anything and that I would be fortunate if I even got a seat on the plane. My husband who is a big guy and over 6' and I ended up being put in window seats in separate rows on the CRJ. At the least it was unacceptable how I was treated and now waiting for a reponse from customer service is not helping.

Any opinions from more experienced flyers than me?