Comments on: “My aunt and uncle have both been shot and killed” http://www.elliott.org/blog/my-aunt-and-uncle-have-both-been-shot-and-killed/ Consumer advocate Christopher Elliott's site. Fri, 10 Feb 2012 05:25:00 +0000 hourly 1 http://wordpress.org/?v=3.3.1 By: Mekhong Kurt, Bangkok, Thailand http://www.elliott.org/blog/my-aunt-and-uncle-have-both-been-shot-and-killed/comment-page-1/#comment-40811 Mekhong Kurt, Bangkok, Thailand Wed, 26 May 2010 18:34:56 +0000 http://www.elliott.org/?p=6159#comment-40811 I've had occasion to fly Continental only twice, both times many years ago -- once at the end of the 1960's, the other in the mid 1970's. The first time involved a personal dilemma, but not an emergency. The second time didn't involve an emergency, really, though my Grandmother and Great-Grandmother had been in a car accident a few days before in which my Great-Grandmother was killed. (I needed to fly to shuttle our family car back from 500 miles away so my Mom could fly with her Mother.) In both instances, the way Continental personnel came through, at every step of the way, was extraordinary. I won't bore anyone with all the details, but let me give one example. When I flew to drive the family car from Houma, Louisiana back to our home in the Dallas-Fort Worth area, when I checked in at the airport in Dallas for the flight my Mom had arranged, the check-in staff were aware of the circumstances of my flight. Though I was flying economy, they treated me very well. Not like first-class -- more like royalty. We landed in New Orleans, where I picked up a rental car for the drive to Houma. As I neared the town, a Louisiana State Police car pulled out behind me and stopped me. I got out, and the trooper approached and asked if I'm [my name]. Puzzled, since I hadn't even handed him my license, I confirmed my identity, then asked why. He said someone had Continental had called and told them of my approximate arrival time, and that his boss had detailed him to sit by the highway and watch for my rental car, the details of which Continental had and had provided. He then gave me a high-speed, lights-and-siren escort on to the hospital. Talk about impressed. I was flat agog. That I've not flown the airline since is merely coincidence; on my rare occasion to be back in the U.S. or traveling back there from abroad, for one reason or the other, some other airline has turned out to be more logical for me. But it great to know that these several decades on, the folks at Continental continue to give the service they showed me all those years ago. A heartfelt salute to one and all at Continental for their compassion in the instance related in Chris' story here.. I’ve had occasion to fly Continental only twice, both times many years ago — once at the end of the 1960′s, the other in the mid 1970′s.

The first time involved a personal dilemma, but not an emergency.

The second time didn’t involve an emergency, really, though my Grandmother and Great-Grandmother had been in a car accident a few days before in which my Great-Grandmother was killed. (I needed to fly to shuttle our family car back from 500 miles away so my Mom could fly with her Mother.)

In both instances, the way Continental personnel came through, at every step of the way, was extraordinary. I won’t bore anyone with all the details, but let me give one example.

When I flew to drive the family car from Houma, Louisiana back to our home in the Dallas-Fort Worth area, when I checked in at the airport in Dallas for the flight my Mom had arranged, the check-in staff were aware of the circumstances of my flight. Though I was flying economy, they treated me very well. Not like first-class — more like royalty.

We landed in New Orleans, where I picked up a rental car for the drive to Houma. As I neared the town, a Louisiana State Police car pulled out behind me and stopped me. I got out, and the trooper approached and asked if I’m [my name]. Puzzled, since I hadn’t even handed him my license, I confirmed my identity, then asked why. He said someone had Continental had called and told them of my approximate arrival time, and that his boss had detailed him to sit by the highway and watch for my rental car, the details of which Continental had and had provided. He then gave me a high-speed, lights-and-siren escort on to the hospital.

Talk about impressed. I was flat agog.

That I’ve not flown the airline since is merely coincidence; on my rare occasion to be back in the U.S. or traveling back there from abroad, for one reason or the other, some other airline has turned out to be more logical for me.

But it great to know that these several decades on, the folks at Continental continue to give the service they showed me all those years ago.

A heartfelt salute to one and all at Continental for their compassion in the instance related in Chris’ story here..

]]> By: Art Johnson http://www.elliott.org/blog/my-aunt-and-uncle-have-both-been-shot-and-killed/comment-page-1/#comment-18990 Art Johnson Fri, 24 Apr 2009 03:53:27 +0000 http://www.elliott.org/?p=6159#comment-18990 Good job by CO! All actions by the airlines aren't negative, and CO isn't the only one. A short time back, while working in Butte, MT, I recievied word that my mother had been severely injured in an autmobile accident in New Mexico. I contacted Delta, informed them of my sincere need to get to Albuquerque ASAP. They booked me on the next flight out instantly, and when I mentioned that I had travel miles, they covered the cost with my miles--at the standard rate. No extra for same day booking or anything. They too, were extremely helpful in a time of need. This is a good time to bring up their exemplary service as well. I did write them later regarding my appreciation. Considering the many negative results and experiences as "we" have with the airlines, it's nice to hear about these positives. All of their people are not wolves. Good job by CO! All actions by the airlines aren’t negative, and CO isn’t the only one. A short time back, while working in Butte, MT, I recievied word that my mother had been severely injured in an autmobile accident in New Mexico. I contacted Delta, informed them of my sincere need to get to Albuquerque ASAP. They booked me on the next flight out instantly, and when I mentioned that I had travel miles, they covered the cost with my miles–at the standard rate. No extra for same day booking or anything. They too, were extremely helpful in a time of need. This is a good time to bring up their exemplary service as well. I did write them later regarding my appreciation. Considering the many negative results and experiences as “we” have with the airlines, it’s nice to hear about these positives. All of their people are not wolves.

]]> By: Katie http://www.elliott.org/blog/my-aunt-and-uncle-have-both-been-shot-and-killed/comment-page-1/#comment-18699 Katie Sun, 12 Apr 2009 12:04:41 +0000 http://www.elliott.org/?p=6159#comment-18699 Well the faces behind these airlines are human after all and it's good to see that corporate entities do have a heart. It's all too easy to forget this after a few bad experiences... Great post, really like to hear stories like these... Well the faces behind these airlines are human after all and it’s good to see that corporate entities do have a heart.

It’s all too easy to forget this after a few bad experiences…

Great post, really like to hear stories like these…

]]> By: timne402 http://www.elliott.org/blog/my-aunt-and-uncle-have-both-been-shot-and-killed/comment-page-1/#comment-18696 timne402 Sun, 12 Apr 2009 08:25:47 +0000 http://www.elliott.org/?p=6159#comment-18696 I have tried to be very loyal to CO. I am Lifetime Platinum Elite for reason. Many of us continued to fly Co when they had very old planes and terrible food and asked for our help. Now they are loyal to us. I regret the loss of NWA as a partner to Delta. And UAL as a partner? Wow, who wants that? I have tried to be very loyal to CO. I am Lifetime Platinum Elite for reason. Many of us continued to fly Co when they had very old planes and terrible food and asked for our help. Now they are loyal to us. I regret the loss of NWA as a partner to Delta. And UAL as a partner? Wow, who wants that?

]]> By: Pauline Cohen http://www.elliott.org/blog/my-aunt-and-uncle-have-both-been-shot-and-killed/comment-page-1/#comment-18535 Pauline Cohen Wed, 01 Apr 2009 02:05:35 +0000 http://www.elliott.org/?p=6159#comment-18535 Wow! This is so different from my experience with Continental a few years ago. I was trying to book a flight to London to be with my sister who was dying of brain cancer. I was interrogated by the agent on the phone and was reduced to tears by her probing and insensitive questions. I wasn't expecting a price break, just something fair. But the prices she quoted were exorbitant because it was a last minute arrangement. She gave me the impression I was trying to take advantage of her airline and was possibly making up the story. I finally hung up and booked with another airline. When I did get to England I was too late to see my sister--she had died a few hours before I arrived. I have never traveled on Continental since then and don't plan to do so in the future, but I'm glad that things seem to have changed at the airline since my unhappy experience. Wow! This is so different from my experience with Continental a few years ago. I was trying to book a flight to London to be with my sister who was dying of brain cancer. I was interrogated by the agent on the phone and was reduced to tears by her probing and insensitive questions. I wasn’t expecting a price break, just something fair. But the prices she quoted were exorbitant because it was a last minute arrangement. She gave me the impression I was trying to take advantage of her airline and was possibly making up the story. I finally hung up and booked with another airline. When I did get to England I was too late to see my sister–she had died a few hours before I arrived. I have never traveled on Continental since then and don’t plan to do so in the future, but I’m glad that things seem to have changed at the airline since my unhappy experience.

]]> By: Kathleen Moore http://www.elliott.org/blog/my-aunt-and-uncle-have-both-been-shot-and-killed/comment-page-1/#comment-18518 Kathleen Moore Tue, 31 Mar 2009 17:18:35 +0000 http://www.elliott.org/?p=6159#comment-18518 I can't help but wonder if the fact that this lady identified herself as a travel agent in her note to Continental had something to do with the executive response. Cynical? Yes. But said with a modicum of hope that maybe the airlines are beginning to listen when an important situation arises. I might add that Alaska Air came through for my husband and me, not once, but twice in waiving the 1 year rule after we had to cancel due to illness. I can’t help but wonder if the fact that this lady identified herself as a travel agent in her note to Continental had something to do with the executive response. Cynical? Yes. But said with a modicum of hope that maybe the airlines are beginning to listen when an important situation arises. I might add that Alaska Air came through for my husband and me, not once, but twice in waiving the 1 year rule after we had to cancel due to illness.

]]> By: David Z http://www.elliott.org/blog/my-aunt-and-uncle-have-both-been-shot-and-killed/comment-page-1/#comment-18462 David Z Sat, 28 Mar 2009 15:03:52 +0000 http://www.elliott.org/?p=6159#comment-18462 Well done, Continental. Now if only your agents could accomodate us travel agents for this exact sort of thing? :) Well done, Continental. Now if only your agents could accomodate us travel agents for this exact sort of thing? :)

]]> By: Mike http://www.elliott.org/blog/my-aunt-and-uncle-have-both-been-shot-and-killed/comment-page-1/#comment-18455 Mike Sat, 28 Mar 2009 05:17:28 +0000 http://www.elliott.org/?p=6159#comment-18455 I'm with you, Amy. I have paid my share of change fees to deal with personal things that have come up, or just to indulge in the desire to go home earlier or stay a few extra days somewhere. In return, I would hope that the airline could help someone out in extraordinary circumstances. Good job. I’m with you, Amy. I have paid my share of change fees to deal with personal things that have come up, or just to indulge in the desire to go home earlier or stay a few extra days somewhere.

In return, I would hope that the airline could help someone out in extraordinary circumstances. Good job.

]]> By: jonathan http://www.elliott.org/blog/my-aunt-and-uncle-have-both-been-shot-and-killed/comment-page-1/#comment-18451 jonathan Fri, 27 Mar 2009 19:11:00 +0000 http://www.elliott.org/?p=6159#comment-18451 For what it's worth, this story is the determining factor in selecting Continental for my Christmas 2009 travel. I had narrowed my options down to 2 airlines, and although Continental's fare is $50 higher, that's a small price for me to reward their largess. Who knows, I might some day find myself in a similar situation as Ms. Stewart... I'd like to think Continental would be as beneficent with me. For what it’s worth, this story is the determining factor in selecting Continental for my Christmas 2009 travel. I had narrowed my options down to 2 airlines, and although Continental’s fare is $50 higher, that’s a small price for me to reward their largess. Who knows, I might some day find myself in a similar situation as Ms. Stewart… I’d like to think Continental would be as beneficent with me.

]]> By: Chicky http://www.elliott.org/blog/my-aunt-and-uncle-have-both-been-shot-and-killed/comment-page-1/#comment-18450 Chicky Fri, 27 Mar 2009 18:41:35 +0000 http://www.elliott.org/?p=6159#comment-18450 Good job, Continental. This is how businesses ought to operate. Good job, Continental. This is how businesses ought to operate.

]]> By: Becky Blanton http://www.elliott.org/blog/my-aunt-and-uncle-have-both-been-shot-and-killed/comment-page-1/#comment-18448 Becky Blanton Fri, 27 Mar 2009 15:18:13 +0000 http://www.elliott.org/?p=6159#comment-18448 Bravo Continental and the employees who work for them who give a damn. I know there are others who don't and not every experience with every airline is positive, but yay for those who are and for the people who took time to tell their good stories. Nice to hear the executives stopped to think, feel and act to do what was right. They bought more than $7 million worth of good will by doing the right thing and made a family very happy in what was obviously a horrible time. Thanks for sharing and caring. Bravo Continental and the employees who work for them who give a damn. I know there are others who don’t and not every experience with every airline is positive, but yay for those who are and for the people who took time to tell their good stories. Nice to hear the executives stopped to think, feel and act to do what was right. They bought more than $7 million worth of good will by doing the right thing and made a family very happy in what was obviously a horrible time. Thanks for sharing and caring.

]]> By: Bruce InCharlotte http://www.elliott.org/blog/my-aunt-and-uncle-have-both-been-shot-and-killed/comment-page-1/#comment-18447 Bruce InCharlotte Fri, 27 Mar 2009 15:12:22 +0000 http://www.elliott.org/?p=6159#comment-18447 Bravo, Continental. I can certainly understand why they would initially try to hold the line on the $700 charge, as there are no doubt a large number of people who try to pull one over on the carrier. Reaching out to someone who can override the policies is sometimes a requirement. Again, good work CO. You continue to have my business. Bravo, Continental. I can certainly understand why they would initially try to hold the line on the $700 charge, as there are no doubt a large number of people who try to pull one over on the carrier. Reaching out to someone who can override the policies is sometimes a requirement. Again, good work CO. You continue to have my business.

]]> By: Kathleen Kirkpatrick http://www.elliott.org/blog/my-aunt-and-uncle-have-both-been-shot-and-killed/comment-page-1/#comment-18446 Kathleen Kirkpatrick Fri, 27 Mar 2009 14:36:09 +0000 http://www.elliott.org/?p=6159#comment-18446 I recently flew to Florida to see my dying father, CONTINENTAL was extremely helpful and gracious when I had to change arriving city at the last minute. They also helped me get an aisle seat as soon as they opened up so that I would be comfortable (have arthritis). I will continue to fly Continental and refer them to all my friends in the hospitality industry. BTW, my father was a 30 year Captain with TWA, he now has his golden wings as he passed away this week. My father was very grateful to hear that Continental had been so kind to me. Thank you Continental for helping my most difficult trip be as pleasant as possible. I recently flew to Florida to see my dying father, CONTINENTAL was extremely helpful and gracious when I had to change arriving city at the last minute. They also helped me get an aisle seat as soon as they opened up so that I would be comfortable (have arthritis). I will continue to fly Continental and refer them to all my friends in the hospitality industry. BTW, my father was a 30 year Captain with TWA, he now has his golden wings as he passed away this week. My father was very grateful to hear that Continental had been so kind to me. Thank you Continental for helping my most difficult trip be as pleasant as possible.

]]> By: Elly http://www.elliott.org/blog/my-aunt-and-uncle-have-both-been-shot-and-killed/comment-page-1/#comment-18443 Elly Fri, 27 Mar 2009 13:45:55 +0000 http://www.elliott.org/?p=6159#comment-18443 It's great to hear that Continental did this. At first you would think that airlines should allow people to go around their fare rules and such, but then everyone would start using that excuse to make changes they want, not that they necessarily need. And that's too bad when people have an actual family emergency they need to get to. It’s great to hear that Continental did this. At first you would think that airlines should allow people to go around their fare rules and such, but then everyone would start using that excuse to make changes they want, not that they necessarily need. And that’s too bad when people have an actual family emergency they need to get to.

]]> By: Amy http://www.elliott.org/blog/my-aunt-and-uncle-have-both-been-shot-and-killed/comment-page-1/#comment-18442 Amy Fri, 27 Mar 2009 13:38:22 +0000 http://www.elliott.org/?p=6159#comment-18442 That must be why they rose to be executives - they have hearts and brains! I'll gladly pay the fees when it is my choice to change, if it supports making an exception for a real crisis. It is good business all around, Stewart and all who read this will think nicer thoughts about Continental, at least briefly, and they cannot buy good will like this for so little. The cold facts though, if the seats for the next day were empty, they would have zero value in a few hours, the future seats she no longer needed still have a few days left and they might still be sold so it is a win-win for the airline. That must be why they rose to be executives – they have hearts and brains! I’ll gladly pay the fees when it is my choice to change, if it supports making an exception for a real crisis.

It is good business all around, Stewart and all who read this will think nicer thoughts about Continental, at least briefly, and they cannot buy good will like this for so little. The cold facts though, if the seats for the next day were empty, they would have zero value in a few hours, the future seats she no longer needed still have a few days left and they might still be sold so it is a win-win for the airline.

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