Comments on: Is Continental Airlines the last great legacy carrier? http://www.elliott.org/blog/is-continental-airlines-the-last-great-legacy-carrier/ Consumer advocate Christopher Elliott's site. Fri, 10 Feb 2012 05:25:00 +0000 hourly 1 http://wordpress.org/?v=3.3.1 By: Dennis Lantz http://www.elliott.org/blog/is-continental-airlines-the-last-great-legacy-carrier/comment-page-1/#comment-50295 Dennis Lantz Sat, 16 Oct 2010 00:10:34 +0000 http://www.elliott.org/?p=8893#comment-50295 Good to see all of these comments about the service at Continental. So much that we read about airlines is only negative. In the 90's I began flying Continental exclusively due to the great service and was Elite for over 10 years up until this year due to not flying(all my miles/elite status were due to personal trips). I look forward to flying again and hopefully making elite as well. Let's hope that the UA/CO merger will not affect the employee morale and great customer service that we are used to! Good to see all of these comments about the service at Continental. So much that we read about airlines is only negative. In the 90′s I began flying Continental exclusively due to the great service and was Elite for over 10 years up until this year due to not flying(all my miles/elite status were due to personal trips). I look forward to flying again and hopefully making elite as well. Let’s hope that the UA/CO merger will not affect the employee morale and great customer service that we are used to!

]]> By: AJ http://www.elliott.org/blog/is-continental-airlines-the-last-great-legacy-carrier/comment-page-1/#comment-48051 AJ Fri, 17 Sep 2010 00:54:30 +0000 http://www.elliott.org/?p=8893#comment-48051 Hi, I just flew the Austin to Newark Flight Wednesday, Sept. 15, 2010. I got up mid flight to ask for some water and was told to go sit down and that "they will be bringing water shortly to everybody." 15 minutes later, I go back and ask politely again and the lady says "The guy just walked down the aisle!" Anyways, I feel like I should get an electronic travel certificate because of this disrespect. Called 1-800-We-Care-2, filed a complaint, but did not get a certificate. Anybody else has any suggestions? Hi, I just flew the Austin to Newark Flight Wednesday, Sept. 15, 2010. I got up mid flight to ask for some water and was told to go sit down and that “they will be bringing water shortly to everybody.” 15 minutes later, I go back and ask politely again and the lady says “The guy just walked down the aisle!” Anyways, I feel like I should get an electronic travel certificate because of this disrespect. Called 1-800-We-Care-2, filed a complaint, but did not get a certificate. Anybody else has any suggestions?

]]> By: MikeZ http://www.elliott.org/blog/is-continental-airlines-the-last-great-legacy-carrier/comment-page-1/#comment-30741 MikeZ Tue, 12 Jan 2010 15:24:19 +0000 http://www.elliott.org/?p=8893#comment-30741 @JoeFarrell I second Carrie Charney's post. I flew out of SWF many times when I still lived in NY, so I know it well. SWF is a much better (and closer) alternate and would require a small fraction of what Sullivan County would need to work as a serious hub. Its long runways can handle anything that flies, there's plenty of room for expansion, and direct access from i84 and i87 is being built as we speak. Plus, NYState has been actively exploring a high-speed rail link to NYCity (although the current budget crunch may hinder that). It's also far enough from EWR/JFK/LGA that their congestion usually doesn't impact it. The downturn in air travel has hit SWF hard, but there's no doubt that it's the most viable option for a new NY-area hub. And like many others, my vote would be for CO -- without a doubt the best of America's "legacy" carriers. @JoeFarrell

I second Carrie Charney’s post. I flew out of SWF many times when I still lived in NY, so I know it well. SWF is a much better (and closer) alternate and would require a small fraction of what Sullivan County would need to work as a serious hub. Its long runways can handle anything that flies, there’s plenty of room for expansion, and direct access from i84 and i87 is being built as we speak. Plus, NYState has been actively exploring a high-speed rail link to NYCity (although the current budget crunch may hinder that). It’s also far enough from EWR/JFK/LGA that their congestion usually doesn’t impact it.

The downturn in air travel has hit SWF hard, but there’s no doubt that it’s the most viable option for a new NY-area hub. And like many others, my vote would be for CO — without a doubt the best of America’s “legacy” carriers.

]]> By: Jane http://www.elliott.org/blog/is-continental-airlines-the-last-great-legacy-carrier/comment-page-1/#comment-27378 Jane Wed, 18 Nov 2009 15:17:10 +0000 http://www.elliott.org/?p=8893#comment-27378 Unfortunately I haven't flown a whole lot with Continental but I've had good experiences on the two trips that I did go with Continental - once to Belize and once to New Orleans. The trip from Calgary/Houston/New Orleans started out a bit stressful because there was a huge winter storm hitting Calgary the entire night before our departure and it didn't let up at take-off time. Our flight eventually left Calgary nearly two hours after the scheduled take-off time and of course we arrived late into Houston. We ran like mad dogs to catch our connecting flight to New Orleans, and stood almost crying at the gate watching our plane back out of the gate (think of a slow motion film with two people pressed against a glass wall screaming "NO!!" at the plane backing out). We went to the Continental customer service desk and told a representative our flight from Calgary was delayed and we missed our connecting flight to New Orleans. We thought she wasn't listening at all to us because the whole time she had a phone to her ear making the odd grunt into it, AND typing something in the computer. She barely made eye contact with us and never acknowledged anything we said. Within a minute of finishing our explanation, she handed us two new boarding passes on the next flight to New Orleans! And she was still on the phone and typing on the computer. We were so stunned that it took a minute to realize what she did for us. When we didn't leave, she looked up at us and then we asked her "Any charge?" She shook her head "No." We thanked her and left - extremely relieved and extremely happy. We're still amazed at how fortunate this experience was for us and how she was quite the multi-tasker! I hope the merger with United doesn't dampen any of the former service by Continental. Unfortunately I haven’t flown a whole lot with Continental but I’ve had good experiences on the two trips that I did go with Continental – once to Belize and once to New Orleans. The trip from Calgary/Houston/New Orleans started out a bit stressful because there was a huge winter storm hitting Calgary the entire night before our departure and it didn’t let up at take-off time. Our flight eventually left Calgary nearly two hours after the scheduled take-off time and of course we arrived late into Houston. We ran like mad dogs to catch our connecting flight to New Orleans, and stood almost crying at the gate watching our plane back out of the gate (think of a slow motion film with two people pressed against a glass wall screaming “NO!!” at the plane backing out). We went to the Continental customer service desk and told a representative our flight from Calgary was delayed and we missed our connecting flight to New Orleans. We thought she wasn’t listening at all to us because the whole time she had a phone to her ear making the odd grunt into it, AND typing something in the computer. She barely made eye contact with us and never acknowledged anything we said. Within a minute of finishing our explanation, she handed us two new boarding passes on the next flight to New Orleans! And she was still on the phone and typing on the computer. We were so stunned that it took a minute to realize what she did for us. When we didn’t leave, she looked up at us and then we asked her “Any charge?” She shook her head “No.” We thanked her and left – extremely relieved and extremely happy. We’re still amazed at how fortunate this experience was for us and how she was quite the multi-tasker! I hope the merger with United doesn’t dampen any of the former service by Continental.

]]> By: Candice Conerly http://www.elliott.org/blog/is-continental-airlines-the-last-great-legacy-carrier/comment-page-1/#comment-26958 Candice Conerly Wed, 11 Nov 2009 20:51:21 +0000 http://www.elliott.org/?p=8893#comment-26958 CONTINENTAL LOVES ELLIOT! Sorry, I'm a little biased-I work for CO. CONTINENTAL LOVES ELLIOT! Sorry, I’m a little biased-I work for CO.

]]> By: Terry Retter http://www.elliott.org/blog/is-continental-airlines-the-last-great-legacy-carrier/comment-page-1/#comment-26946 Terry Retter Wed, 11 Nov 2009 17:19:51 +0000 http://www.elliott.org/?p=8893#comment-26946 I was at Continental in the days of "The Proud Bird with the Golden Tail" with Bob Six at the helm. The competitive nature of airlines in an expansion period was a lot of fun and differientiation was service. In between a lot of things have gone wrong with the airline industry and service seems to have been one of the casualties. It is good to see that a couple of airlines - Continental being one - are returning to the older proven value system. Customers are attracted by service frequently over price. chef@YourSmartKitchen.com I was at Continental in the days of “The Proud Bird with the Golden Tail” with Bob Six at the helm. The competitive nature of airlines in an expansion period was a lot of fun and differientiation was service. In between a lot of things have gone wrong with the airline industry and service seems to have been one of the casualties. It is good to see that a couple of airlines – Continental being one – are returning to the older proven value system. Customers are attracted by service frequently over price.

chef@YourSmartKitchen.com

]]> By: Tom Dawson http://www.elliott.org/blog/is-continental-airlines-the-last-great-legacy-carrier/comment-page-1/#comment-26410 Tom Dawson Tue, 03 Nov 2009 15:33:36 +0000 http://www.elliott.org/?p=8893#comment-26410 I am a retired - since 1984 - Continental employee! I was delighted with this article and the comments that followed. Back in my days with Continental - the seventies and early eighties - we were an expanding gutsy airline (also think Air Micronesia!) with Bob Six as our founding Chief and thousands of execs and employees who really "moved their tails" for you. What an outstanding company it was then, and glad some of that same spirit seems to exist now-a-days. I am a retired – since 1984 – Continental employee! I was delighted with this article and the comments that followed. Back in my days with Continental – the seventies and early eighties – we were an expanding gutsy airline (also think Air Micronesia!) with Bob Six as our founding Chief and thousands of execs and employees who really “moved their tails” for you. What an outstanding company it was then, and glad some of that same spirit seems to exist now-a-days.

]]> By: Brian http://www.elliott.org/blog/is-continental-airlines-the-last-great-legacy-carrier/comment-page-1/#comment-26409 Brian Tue, 03 Nov 2009 15:29:14 +0000 http://www.elliott.org/?p=8893#comment-26409 Two years ago I was flying back from a credit union (sponsored by Continental Airlines) golf tourney. The flight was from Tampa Bay to Los Angeles via Houston. The flight was delayed leaving from Tampa Bay by 2 hours, the pilot felt that the mechanical crew needed to fix the noise problem on one of the engines. They did and we finally left (good job pilot). Arriving late in Houston, I missed the connecting flight to LA. Continental stated on the plane arriving in Houston that it would put passengers upover night free at a local Hotel. Great! We were given passes to take with us and I left the plane. But I had to get to a restroom and that took some time. When I came out and went to the front the bus was gone. This was about 11:30 P.M. and the airport was beginning to be desolete looking. So I decided to stay in the airport near where my flight was going to be rescheduled for the next AM. I pushed two of those seats together and began to lie down for some rest. This was extremely uncomfortable. About one hour later, a man with badge credentials approached me and asked if he could assist. He was an Contnental pilot. I told him my predicament and he stated please come with me. A very pleasnat person for the early hours of the AM. He took me to a private room filled with couches and stated stay here the rest of the evening. I will make sure that someone or myself come back here early in the AM to wake you and get you to your flight. WOW..he even gave me a blanket and pillow. 5 housrs later, HE returned waking me and with a smile on his face..stated good Morning and then had a cart and attendant take me to the front of the checkin to reconnect my flight and then the cart to my exact gate for boarding. I thought I was dreaming..Great people , Great airline... Two years ago I was flying back from a credit union (sponsored by Continental Airlines) golf tourney. The flight was from Tampa Bay to Los Angeles via Houston. The flight was delayed leaving from Tampa Bay by 2 hours, the pilot felt that the mechanical crew needed to fix the noise problem on one of the engines. They did and we finally left (good job pilot). Arriving late in Houston, I missed the connecting flight to LA. Continental stated on the plane arriving in Houston that it would put passengers upover night free at a local Hotel. Great! We were given passes to take with us and I left the plane. But I had to get to a restroom and that took some time. When I came out and went to the front the bus was gone. This was about 11:30 P.M. and the airport was beginning to be desolete looking. So I decided to stay in the airport near where my flight was going to be rescheduled for the next AM. I pushed two of those seats together and began to lie down for some rest. This was extremely uncomfortable. About one hour later, a man with badge credentials approached me and asked if he could assist. He was an Contnental pilot. I told him my predicament and he stated please come with me. A very pleasnat person for the early hours of the AM. He took me to a private room filled with couches and stated stay here the rest of the evening. I will make sure that someone or myself come back here early in the AM to wake you and get you to your flight. WOW..he even gave me a blanket and pillow.

5 housrs later, HE returned waking me and with a smile on his face..stated good Morning and then had a cart and attendant take me to the front of the checkin to reconnect my flight and then the cart to my exact gate for boarding.

I thought I was dreaming..Great people , Great airline…

]]> By: Barbara http://www.elliott.org/blog/is-continental-airlines-the-last-great-legacy-carrier/comment-page-1/#comment-26391 Barbara Mon, 02 Nov 2009 20:45:52 +0000 http://www.elliott.org/?p=8893#comment-26391 In 2008, I flew from Los Angeles to Albany, round-trip, on four separate trips to visit my terminally ill ex-husband. Each trip necessitated two flights each way, and I took Continental on all the flights, to and fro, to visit him, ending up taking four Continental flights for each trip. Every single flight was perfect, and on top of that, I was pleasantly surprised at how often a flight left early because all the passengers had boarded. I remember when Continental was considered the worst airline and I avoided them for years. Not anymore -- they've become a great airline. In 2008, I flew from Los Angeles to Albany, round-trip, on four separate trips to visit my terminally ill ex-husband. Each trip necessitated two flights each way, and I took Continental on all the flights, to and fro, to visit him, ending up taking four Continental flights for each trip. Every single flight was perfect, and on top of that, I was pleasantly surprised at how often a flight left early because all the passengers had boarded. I remember when Continental was considered the worst airline and I avoided them for years. Not anymore — they’ve become a great airline.

]]> By: AG http://www.elliott.org/blog/is-continental-airlines-the-last-great-legacy-carrier/comment-page-1/#comment-25872 AG Fri, 23 Oct 2009 02:57:55 +0000 http://www.elliott.org/?p=8893#comment-25872 You guys are awesome and I promise you that everything you say is heard, wether is good or bad. I can guarantee you that we try to provide you with the best customer service possible. And yes, we are not perfect, but we try hard, and if we do it wrong once or if someone drops the ball, don't judge us so quickly, granted we are humans still, although theres a lot of computer glitches at times. I would hate for anyone to turn their back on us just because one bad apple, those are in every company you go to. Houston folks, bare with us patiently. Trust me, the construction also affects us, but is all for the better. Weather happens, mechanicals happens, no matter what airline you go to. But our main concern is safety and to get you there SAFE. What we try to make perfection is the way we handle our business and our customers. On behalf of ALL my coworkers and myself, we so appreciate your business as well as all your comments. And if you don't let us know what we do wrong...how can we fix it? Don't just leave angry, please call in and let us know, good or bad, we want to hear it. A loyal and proud Continental Airlines employee...Work Hard Fly Right You guys are awesome and I promise you that everything you say is heard, wether is good or bad. I can guarantee you that we try to provide you with the best customer service possible. And yes, we are not perfect, but we try hard, and if we do it wrong once or if someone drops the ball, don’t judge us so quickly, granted we are humans still, although theres a lot of computer glitches at times. I would hate for anyone to turn their back on us just because one bad apple, those are in every company you go to.
Houston folks, bare with us patiently. Trust me, the construction also affects us, but is all for the better. Weather happens, mechanicals happens, no matter what airline you go to. But our main concern is safety and to get you there SAFE. What we try to make perfection is the way we handle our business and our customers.
On behalf of ALL my coworkers and myself, we so appreciate your business as well as all your comments. And if you don’t let us know what we do wrong…how can we fix it? Don’t just leave angry, please call in and let us know, good or bad, we want to hear it.

A loyal and proud Continental Airlines employee…Work Hard Fly Right

]]> By: Deborah http://www.elliott.org/blog/is-continental-airlines-the-last-great-legacy-carrier/comment-page-1/#comment-25496 Deborah Fri, 16 Oct 2009 14:21:37 +0000 http://www.elliott.org/?p=8893#comment-25496 Continental is the best legacy carrier out there for one reason. It has the best people in the industry who are obviously given the right product and are treated with respect by management. I have flown many airlines but Continental seems like a "happy family". They are consistently friendly and focused on their customers. Continental is the best legacy carrier out there for one reason. It has the best people in the industry who are obviously given the right product and are treated with respect by management. I have flown many airlines but Continental seems like a “happy family”. They are consistently friendly and focused on their customers.

]]> By: Ken http://www.elliott.org/blog/is-continental-airlines-the-last-great-legacy-carrier/comment-page-1/#comment-25487 Ken Fri, 16 Oct 2009 09:51:12 +0000 http://www.elliott.org/?p=8893#comment-25487 I am a great fan of Continental - and as with all service industries, there are always opportunities for improvement. However, Whether I have flown in coach (where the snack or meal is welcome) or in Business First or upgraded to domestic First, I have found the majority of the time the meals are great, the flight attendants in good spirits and clean planes. I flew UA First from LHR-SFO recently, and their food service doesn't come close to BF and the attitude of the attendants matched the tiredeness of the seat. From SAN, I have always found a way to get on CO vs even non stops on other legacy carriers. I am a great fan of Continental – and as with all service industries, there are always opportunities for improvement. However, Whether I have flown in coach (where the snack or meal is welcome) or in Business First or upgraded to domestic First, I have found the majority of the time the meals are great, the flight attendants in good spirits and clean planes. I flew UA First from LHR-SFO recently, and their food service doesn’t come close to BF and the attitude of the attendants matched the tiredeness of the seat. From SAN, I have always found a way to get on CO vs even non stops on other legacy carriers.

]]> By: skyguyj http://www.elliott.org/blog/is-continental-airlines-the-last-great-legacy-carrier/comment-page-1/#comment-25480 skyguyj Fri, 16 Oct 2009 06:33:57 +0000 http://www.elliott.org/?p=8893#comment-25480 I have enjoyed reading all the comments on here about CO. I am Platinum with Continental, and have been for several years now. Although, a LOT of my status/mileage accrual has been on Skyteam Partners (NW, Eva Air and Air France). However, the last couple of months, I have flown Continental about a Dozen times. I have used miles to upgrade out of London twice. Thier BusinessFirst is comparable to MANY international carriers' FIRST Class service. Although, I do find thier "Service Fee's" of $400 EACH WAY to Upgrade Internationally a bit insulting as a "Premium Member" of OnePass for Multiple years now. Domestically, I have been upgraded out of Las Vegas on every flight (and alas connecting in Houston). The domestic meal service is by far SUPERB to ANY other carrier. (I am thoroughly enjoying the multiple choice of both Soups and HOT entree's in First Class!). But the connections in Houston ARE abysmal. I DREAD reading my connecting gate when I get my boarding cards on check-in. Lately I've been lucky; arrive and connect from E, but I agree with everything that's been said on here......transferring to A, B or C concourses is insane! The Mobile Carts are literally around every corner/always in your way.....and the signage is OBSCENE! I am pretty savvy when it comes to getting around, but between the pathetic signage, the construction, the train between terminals and those damn CARTS, IAH is a pain in the neck! Several times now I have had to run/sweat/haul A$$ just to make my connections there......and the Air Conditioning is NOT on....I swear! I suppose in the grand scheme of things, it IS better than EWR or CLE....but Houston can still be a pain in the A$$ depending on your connecting concourse. That having been said, I will gladly endure it all again tomorrow, to avoid American in Dallas, US "Scareways" in PHX or Philly or ANYTHING/ANYWHERE on UNITED! Continental....Thank you for making my hectic life just a little bit nicer. You have a "OnePasser" for LIFE here, no matter what "alliance" you belong to! Blue skies & tailwinds to everyone..... skyguyj@yahoo.com I have enjoyed reading all the comments on here about CO.

I am Platinum with Continental, and have been for several years now. Although, a LOT of my status/mileage accrual has been on Skyteam Partners (NW, Eva Air and Air France). However, the last couple of months, I have flown Continental about a Dozen times. I have used miles to upgrade out of London twice. Thier BusinessFirst is comparable to MANY international carriers’ FIRST Class service. Although, I do find thier “Service Fee’s” of $400 EACH WAY to Upgrade Internationally a bit insulting as a “Premium Member” of OnePass for Multiple years now. Domestically, I have been upgraded out of Las Vegas on every flight (and alas connecting in Houston). The domestic meal service is by far SUPERB to ANY other carrier. (I am thoroughly enjoying the multiple choice of both Soups and HOT entree’s in First Class!). But the connections in Houston ARE abysmal. I DREAD reading my connecting gate when I get my boarding cards on check-in. Lately I’ve been lucky; arrive and connect from E, but I agree with everything that’s been said on here……transferring to A, B or C concourses is insane! The Mobile Carts are literally around every corner/always in your way…..and the signage is OBSCENE! I am pretty savvy when it comes to getting around, but between the pathetic signage, the construction, the train between terminals and those damn CARTS, IAH is a pain in the neck! Several times now I have had to run/sweat/haul A$$ just to make my connections there……and the Air Conditioning is NOT on….I swear! I suppose in the grand scheme of things, it IS better than EWR or CLE….but Houston can still be a pain in the A$$ depending on your connecting concourse.

That having been said, I will gladly endure it all again tomorrow, to avoid American in Dallas, US “Scareways” in PHX or Philly or ANYTHING/ANYWHERE on UNITED!

Continental….Thank you for making my hectic life just a little bit nicer. You have a “OnePasser” for LIFE here, no matter what “alliance” you belong to!

Blue skies & tailwinds to everyone…..

skyguyj@yahoo.com

]]> By: Carlos http://www.elliott.org/blog/is-continental-airlines-the-last-great-legacy-carrier/comment-page-1/#comment-25451 Carlos Thu, 15 Oct 2009 15:15:46 +0000 http://www.elliott.org/?p=8893#comment-25451 Once you fly CO and then fly on someone else’s plane the quality of aircraft and the level of service is obvious. No question CO does it better than anyone else I have flown before and may I dare to say, better than any other legacy carrier and for that matter better than any US airline. Sure they are not perfect, but they are by far much better than anyone else in dealing with problems. Different than most other carriers when things go wrong at least CO apologizes when things don’t go as plan. Once you fly CO and then fly on someone else’s plane the quality of aircraft and the level of service is obvious. No question CO does it better than anyone else I have flown before and may I dare to say, better than any other legacy carrier and for that matter better than any US airline. Sure they are not perfect, but they are by far much better than anyone else in dealing with problems. Different than most other carriers when things go wrong at least CO apologizes when things don’t go as plan.

]]> By: Lori http://www.elliott.org/blog/is-continental-airlines-the-last-great-legacy-carrier/comment-page-1/#comment-25422 Lori Thu, 15 Oct 2009 00:41:52 +0000 http://www.elliott.org/?p=8893#comment-25422 Just got off a Continental flight from Houston about an hour and a half ago and it was marvelous.... one of the best flying experiences ever from check in to landing! Just got off a Continental flight from Houston about an hour and a half ago and it was marvelous…. one of the best flying experiences ever from check in to landing!

]]>