Monday, March 03, 2008

News Flash--Big Ass Company Does The Right Thing

Gotta give credit where credit is due.

So on a Sunday in December, I had four employees show up at LAX for a 6 a.m. flight on Continental. Long story short, they spent almost an entire day at the airport with no luck. El plano el broken-o. By the time they figured they weren't gonna make it to Mississippi by Monday, our customer said to forget it. Come after the first of the year.

Meanwhile, I put in for refunds (complete with a handy little letter from the airlines confirming the snafu was mechanically related, not weather-related)...and scheduled the new trip on a different carrier.

Weeks later, a little package arrives from the original airline. Four individual vouchers for about 1/3 of the cost of the original tickets.

Er, thanks a heap.

I mean, first...not all these guys travel regularly. Second, sorry...but we hardly ever use Continental. Not because we have anything against them--we just rarely fly where they go. Third...by this time, we'd already completed the trip on another airline.

I wrote a letter.

Meanwhile, four more vouchers arrive (this time at my billing address) for $100 each. Nice, and all...but, again. Not so useful.

I wrote another letter.

And guess what!!! Today, I got a response! They're voiding out the first vouchers, refunding the tickets in the ENTIRE amount, and letting us have the second vouchers as a goodwill gesture.

Way to go, CONTINENTAL! Ya did the right thing!

1 comment:

Carol Burnside said...

Good for them. Still, it shouldn't be so hard to get good service.