And this one really is different
 

Subject: Flight Experience
Reply: No

Message: Dear Customer Service
I am sorry to have to communicate yet again with Continental Airlines regarding an event yesterday .I was on my return trip from SFO to EWR/ LOC # XXXXXX on July XXth. My upgraded seat was assigned at 1B. I boarded the delayed( due to incoming flight delay no plane switching to the houston metal etc) flight #XXX and was chatting with my seatmate when the gate agent came on board and asked me to move to coach seat 5F as a more important person had arrived late (it was after midnight by now,long after the boarding time of the flight)and they needed my seat. As we all wanted to get the show on the road, I collected my belongings and relocated to a cramped window seat next to 2 large men and settled in for a long uncomfortable flight to Newark. The gate agent thanked me and said I would be comped on the in flight service to quote “ you will be treated as if you are up front”. When we were in the air, the stewardess came by and asked what I would like to drink.I asked for a glass of champagne and was told that she did not have that back here that my choices were red or white wine. This was not, in my mind being treated as if I was in my first class seat. How difficult would it be to pour me a glass of the sparkling wine from the front? I did not expect a meal as that would have been difficult but... Well yet again, I am sorry to register my disappointment with the overall service on this flight and my being displaced from my first class seat.
Jane T Lee

Flight Number: XXX

Flight Date: 7/XX/2008

Approximate Departure Time: 11:00 p.m.

Origin: SFO
Destination: EWR

Dear XX. XXXXXXX:

You are a valued Elite member of our OnePass program and we strive to meet your travel needs at all times. When we don't succeed we take it very seriously.

Our records indicate, that a last minute First Class seat was purchased so the need arose for the last minute seat change.

I am concerned, by the service you received from the flight attendant, you were promised First Class service and I agree you did not receive what was promised.

So as a goodwill gesture, 1,000 OnePass bonus miles have been deposited into your account.

Continental Airlines employees are committed to providing you an excellent and safe travel experience. We appreciate your business and look forward to serving you in the future.
Regards,

XXXX XXXXXXXXXXXXX

TRACKING NUMBER: XXXXXXXXXXXXXXXXXXX

I suggest you delete the names, confirmation numbers, and tracking numbers.

A last minute F seat was purchased and displaced an upgraded passenger? :confused:

Maybe the person that caused you to have to move was a displaced F passenger.

I'm curious what the OP's rights really were? She decided to not make a fuss so the flight could get under way, but I'd be like "my boarding pass says my seat is 1B, so no, I will not move to a cramped window seat." If she had to move, I would think they should restore her original seat (pre-upgrade), but then that could start a whole musical chairs thing throughout the plane.

When refused champagne, she should have asked to speak to the FA who moved her and promised her first class service. Make more of a fuss next time, you'll get more than 1K onepass miles.

I think a plat can bump someone whenever they fell like it if they buy a full fare within 24 hrs...guaranteed seat availbility .....or something like that.

Sounds like what happened....maybe. :)

Perhaps it was SFOGate working the flight or certainly one of her co-workers? I thought I read somewhere that she has late hours at SFO.

This only works for Y seats, not F nor AU. And it has to be more than 24 hours out, not within 24 hours.

The OP got hosed. I wouldn't have moved unless given a MUCH better explanation than "a more important customer" wanting my seat. And 1000 miles is a horrible response.

The rss-feed stil has all the personal informations with it.

Champagne in F on a transcon ? When did they start to offer that ?

Certainly sounds like a lack of communication between the gate agent and flight crew. Very sorry for your troubles, if I ever have you on a flight, the booze is on me :)

What seat assignment is showing on the PDA site? And was a new boarding pass provided for the move? I'm curious about how this transaction took place.

I was downgraded earlier this year when a gate agent was hunting for a seat (in a full cabin) to give to a paid F passenger. When I posted about the experience, CO Insider looked into it and figured out why it had happened. And I got more than 1000 miles for my troubles.

It was the GA that moved her (not the FA) and may not have communicated fully the situation to the FA. We would normally have NO problem comping a few drinks in this situation if we were told what was going on.

As to the champagne availability, it's supposed to be on transcon flights but it can sometimes be missing depending on the AC routing. Basically, if it leaves EWR for a transcon, it will have it. That means it will be on board for the likely return transcon. If it leaves IAH it usually won't have it even if the next leg is a transcon. I will have to say that the champagne catering is spotty and needs to be more consistent. The problem stems from the fact that liquor is ONLY catered at the three hubs and round trips back to one of them.

This response is one of the main reasons why I continue to fly CO. They have some of the best staff in the industry. I bet you could not find a response like this in any of the other forums!^

FAM?

Mike

Edited to add: OP, you may want to ask a moderator to change the title to something a little more clear.

I would put my money on that.

Obviously CO is unable to confirm that to be the case, but think about it...

-More important person(Who's more important on the plane than the guy with a gun?)
-First Class aisle seat (FAM needs first row, aisle seat)
-Ambiguous reasoning for move (obviously)
-Transcon flight out of SFO

Regardless, you do deserve better compensation for your inconvenience, IMO.

Has Continental ever given EQM's, rather than just plain miles, as compensation? That would definitely be worthier.

I was not working that night. I work Saturday thru Monday and sometimes Tuesday nights. I am usually assigned to this flight (1829)as the controlling GA.

Perhaps new airplanes joining the fleet could have the first-class cabin/galley in the back with boarding through the rear door. Then, the FAM can have all the first row aisle seats!

FWIW, FAMs are usually assigned aisle seats towards the rear of the F/C cabin (think rows 4 and 5)... it still sounds like an all around bizarre situation, and the booze is still on me ;)

Hmmm....I thought FAM sit where they sit (in FC cabin) because of proximity to cockpit. By moving the FC cabin to rear/tail of aircraft, they no longer have any excuse to request FC seats.

1000 miles....my only comment has to be :rolleyes:

I have been bumped out of 1B before; so, I am fairly confident that first row aisle is a preferred FAM spot

Sorry I was out of internet access til now
 

Thank you to all for your imput. Thank you LUKESKYWAITER for your kind offer !! Thank you for blocking out my personal info .I just did not think when I posted . I have written a further letter to the CO address which I will add here . I have not heard a thing. When I booked this flight I was waitlisted for an upgrade using miles which did not clear I guess. I was traveling on a N class tix and was never given a different boarding pass Just sent to the window seat by the gate agent. There were the small bottles of champagne on the flight as I had asked for and almost had been served one while in my seat 1B so close and yet.The GA told me that the FA was apprised of the situation my down grade which I took that at face value...My real question is are seats being sold after the departure time of the flight even if it is delayed? Seems strange. I do hope to hear from CO regarding my follow up soon. I do not think I will move again if the circumstance repeats itself...

Dear CO CS,
I thank you for your reply. I am disappointed to know that after the departure time of the flight a seat could be sold at the gate counter I am assuming?? that would require a platinum customer already seated in the plane? to be resented and in a window seat as there was limited availability am amazed that I had put my miles against an upgrade when I bought my seats and still was bounced out of a seat I had been issued a boarding pass on? I am assuming I am just not that important in the larger scheme of things. Sadly disappointed
Jane T Lee

Jane Lee

FWIW, all of the obvious FAMs I've seen have been in 2B.
If they're teamed up, the partner is in 3E.

I'm sorry for the Newbie question, but what is a FAM? Also, if anyone can direct me to a thread that discusses some of the FT jargon I would appreciate it (the glossary doesn't see to be as comprehensive as I would like).

Thanks

Federal Air Marshall. Lots more about that over in the Travel Safety/Security forum. Not sure where to direct you beyond the glossary.

Welcome to FlyerTalk!!

thank you all
 

Well today I received a note from CO acknowledging that they did not meet their goal of offering a reliable product . They included a Care certificate and an upgrade. I am pacified. It was that easy. Hope to not have to experience this again:).Thank you all for your kind thought s and input Cheers Jane

^^^^^


This is the BEST IDEA. Why not be the FIRST to implement this???


A new advertising slogan: "CO, in F, sit where the FAM's never will!!!"

:D