Tuesday, December 14, 2010

Continental Airlines Responds ... and I am inclined to believe their promise.

Dear Ms. Slavik-Tsuyuki:

Thank you for including Continental Airlines in your travel plans. We appreciate the time you took to let us know about your experience. It is disappointing to learn of the negative impression we created.

The behavior you described is not reflective of our commitment to providing our customers the highest level of service. I apologize for the negative impression this situation created. We intend to provide a high-quality experience, tailored to meet the individual needs of our passengers.

We work hard to correct both issues brought to our attention. Although we cannot explain the inappropriate behavior, we can work to correct it. This matter will be addressed internally and considered confidential. You will not receive further information; however, your concerns will be taken very seriously, and I am confident necessary corrective action will be taken.

We hope you will not judge us based solely on this experience.


Ms. T. McGlothen
Customer Care Manager

TRACKING NUMBER: A00006426648-00042060327

-----Original Message-----

From: teri@tst-ink.com
Sent: 10 Dec 10 10:37:29
Subject: Future Travel

Submitted: 12/9/2010 10:47:08 PM

OnePass Number: DC826164

Subject: Future Travel
Reply: Not applicable

Message: I fly Continental multiple times a year, sometimes multiple times per month. On yesterday's flight the behavior of your flight attendants was horrifying. It's an unfortunate trend I have seen more of, audibly putting down and complaining about other passengers. It's sad and unnecessary and left those around me yesterday feeling like under-appreciated cattle.

Read more here, in my blog post: http://tstinkthink.blogspot.com/2010/12/flight-attendants-please-keep-your.html

I send this to you only to show you the way it unfolded, and because I have to believe an airline as great as this would want to know how people feel while consuming your service.

Flight Number: 739

Flight Date: 12/8/2010

Approximate Departure Time: 9:00 a.m.

Origin: Houston
Destination: San Diego

Airport: None
Date: None

1 comment:

  1. Hey, look at that. And a nicely crafted response to boot. mlc