Dear Mr. Johnson,
Thank you for taking the time to write to us about your experience with Continental Airlines. I am sorry to hear that you had a poor experience of our customer service during your delay. We at Continental are committed to the highest level of service to our customers. However, we have learned that providing high customer service standards doesn't really help. We used to provide this, (under our previous CEO) only to find that our competitors such as Delta provided such bad service that they went bankrupt. The government then rescued them, nursing them through Chapter 11, and then rewarded them by allowing them to take over Northwest and become even more dominant and the largest airline in the world. So, you can see that competing on quality gets you no where in this market. We have therefore decided to take the same approach. You can now expect us to screw our customers royally, treat them badly..and in due course we will be allowed to merge with United and become the largest airline in the world, with even more power to screw customer. See how that works Mr. Johnson? So there we have it.... we screw you and make more money... we provide better customer service and our competitors are rewarded and make more money. What would you do in our situation?
Thank you for taking the time to tell us about your experience. We have filed in the recycling and look forward to serving you again, as you have little choice any more.