Friday, May 7, 2010

Continental Airlines: Is This Anyway To Run An Airline? Yes...Believe It or Not!

In March I flew down to Miami to attend the Seatrade Cruise Shipping Conference, much of which I have reported about here.  What I don't think I mentioned was that my flight was delayed for hours, resulting in my arriving at my hotel after midnight rather than before dinner.  That, obviously, did not have a positive effect on my plans.  The reason was the aircraft was damaged by lightning when flying into Newark and a new aircraft was required.

But in travel things happen (and because I try to disaster-proof myself, I did not miss anything really important because I was flying in the day before the State of the Industry and Luxury Cruise panels).  I never complained to anyone and figured it was just the cost of doing business.  It was a very inexpensive flight, booked in economy, anyway.

I just received my mail (sort of a miracle in itself as it is but 10:30 a.m. and it usually arrives mid-afternoon) and there was a letter from Continental Airlines marked "important".    It was a letter of apology and a gift of 5,000 frequent flayer miles. 


What can I say?  It cost Continental nothing, but earned them additional loyalty.

When you are deciding on a travel agent, or cruise line, think about whether, in the end, if there is a problem or an issue, is the lowest possible price - with all the haggling, comparisons, "need to get the best price" efforts you go through - more important or is it knowing that after the money has been spent and the trip is underway or completed, that someone is there to address your concerns or issues...even if you don't complain.

And now you know why I believe so much in The Yachts of Seabourn.

I discount my prices, but never my service.  I get it...because I am, in reality, one of you!