Continental is laying off employees not because they have to, but because they want to. I work for Continental Express, and basically, Continental's CEO doesn't have a good relationship with the CEO of ExpressJet. Continental made more money than any of the other airlines, last year, and is frequently rated #1 in customer service. Continental is not going anywhere. In fact, amid the merger of Delta/NorthWest, and talks of other mergers, by other airlines, Continental has decided to not merge, because they can stand alone, and be strong. They have a fleet of fuel effecient aircraft, and will always be around. It doesn't matter if you fly Continental, or your friends do, they will not miss you. Trust me. If they thought they would miss you, they would have helped you. Threatening to never fly an airline again, is never a threat that actually threatens the airline, because they do not care. For example; the CEO of SouthWest airlines once wrote a letter replying to a customer who wrote in a letter of complaint. The SouthWest CEO told this customer that her business is no longer wanted at SouthWest, and to please fly another airline. This is proof, as it the case with ALL airlines, that they ultimately do not care, and saying you will not fly them again, means nothing to them, as it makes them happy; one less angry passenger to have out of their face.
Read the above posts regarding what these agents make, and you'll see why they don't know the rules, or care about you, and your complaint - because there is no incentive to care. The same problem that you are having with Continental, there is someone else having the same problem with all of the other airlines. Those people will fly Continental, and not that airline, and you will fly the other airlines, and not Continental. Point is; airline NEVER lose customers, they just switch around from one airline to the other. This is another reason that the airlines do not care.
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Originally Posted by e2664f
I just spent the last two days on the phone trying to use my Onepas Miles. I spoke with International, Onepass, and Customer Dis-service.
What a waste of time! No one knows the rules (even within the same department they don't agree!) and you can't get anyone to help. One of the Customer Dis-Service "managers" was so rude and would not tell me who his boss was to lodge a complaint. All I could do was "call back and talk with one of his peers".
In this day and economic climate; you have no clue what you have done. I will NEVER fly on Continental and will tell all my frequent flying friends and business partners what a disaster you are. I cut up my Onepass and will use one of my other frequent flyer clubs whan flying.
When I hear this airline lays off MORE employees or goes under I will understand why. Good bye and good luck! You reap what you sew.
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