Question for the FAs
 

Continental FAs:

What happens when you receive customer praise or criticism for one of your flights? Are you notified of the comment? Does it have any impact (meaning should we even bother)?

Thanks!

It goes to HDQT's then works it way to our Supervisor. If it is a complaint, we are asked to fill out a statement on our side of the story and usually never hear about it again, unless it's something horrific, which I've never had so not sure what happens after that. If it is a good letter, a copy of the letter is given to us after it has been through the proper channels of Inflight and we get a "Kudos" letter from the Supervisor. I urge you to send one either way if you feel very strongly about something that did or did not happen on your flight. Thanks for asking......

If it's a praise (this is rare), we'll get a generic letter from Larry.

If it's a complaint, we probably won't hear anything about it at all as it will probably be thrown away immediately by whoever opens it @ HQS (they have better things to do that sort through the "John is an @$$hole" letters), unless it involves a legal (ie, discrimination) or medical issue. In that case, as skydiva said, we'll just give our account of what happened and never hear about it again.

Thanks for this message, UncleBuck. It validates what I have said for ages: if you have a complaint about Continental, don't bother with the company, file it directly with the DOT.

Nice way to get the flyertalkers in a tizzy. Every letter is read and dealt with appropriately.

Good, Bad or Ugly....send it in; they want to hear about it.

So which one is it?

Yeah...this is my point. You are just buying into to his/her line of BS.

Answering this as the Gate Agent and for all ground staff employees:

Letters are sent to the station manager, who forwards them to the person's supervisor and then we see them. Good letter are given to us and placed in our employee file. Bad letters require the supervisor and the employee to answer.

At my station, all the bad comments/letters are posted on a board (names deleted) for us to see and read.

Which I'm sure means no one knows who its about, right?

I had a minor issue about 10 years ago. I got off an ATR in Newark, to find all the gate checked bags sitting in a big puddle. No damage, but not a good policy. I sent in a comment card just mentioning that it might be a good idea to mention to the ramp people to try to find dry ground. A week later, I received a call from Gordon himself, apologizing for the wet bag. Impressed the hell out of me. ^

Usually people write bad letters, when we are happy with service we do not coment on it

I usually always write letters to CO about good things. The only ones I have written negatively was the fact that it takes forever for bags to come out at SAT.

When I do a positive comment, I usually use the postcard in the magazine, and hand it to the employee directly. That way they see it before it gets turned in.

I wish CO would hand out the positive comment cards a la UA. It encourages customers to write in positive things.

Not that at all: I don't believe submitting a complaint to CO has any value.

In a small station you can make an educated guess who the passenger is complaining about! These letters do make interesting reading. For the most part the complaints are usually about the rules and regulations; change fees, extra baggage fees and running out of overhead space.