| Product: |
Continental Airlines |
| Date: |
13/04/02 (320 review reads) |
| Rating: |
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Advantages: Huge network, Reliable, Frequent Upgrades
Disadvantages: Rude staff, Old aircraft, Rotten food
On a flight to Houston, in business class nogal, I asked for a Coke, without ice. As the trolley dolly turned away without acknowledging that she'd heard me, I repeated,'without ice, please'. She turned round, hands on hips, and almost spat at me : 'I am not a dumb goddammed blonde .....', which of course proved that she was, although closer inpsection of the roots of her hair proved that she wasn't! Working as a contractor based in Houston, most of my travel within the USA had to be on an airline which had its main hub there. (I shouldn't name the airline so I won't, but Constipational Airlines may give a clue.) Their 'meal' never varied. Morning, noon or night, it was a 'turkey' sandwich. Not real turkey, but a slimy and almost transparently thin processed defatted flavourless saltfree zero cholesterol no sodium substitute which bore about as much resemblance to turkey meat as water does to whisky. It came in a stale roll, sometimes accompanied by a miniature carrot, vacuum packed in cellophane. In retrospect I think the carrot was only for the donkeys travelling first class. After an average of ten of these 'meals' a week over a two month period, and feeling particularly jaded after a tough day which had ended with my explaining for the umpteenth time to a travel agent that the US dollar was not the only currency in the world, I boarded a delayed flight from Los Angeles back to Houston. Somewhere over the Grand Canyon, a blonde Laurie, or Michelle, or Candy, or Jeannie, simpered in my ear: "Will you be having dinner today, Sir?". Something snapped inside me and I replied : "No thanks, I'll have it tomorrow." This went straight over her head, or more probably, through it. "I'm sorry, will you be having dinner today, Sir?, she repeated. "I'll tell you what," I said, my enthusiasm for pissing her off growing by the minut
e, "if by any chance, if by some remote chance, you're serving turkey sandwiches, which are my absolute favourite, I'd love to have one. I know that this airline doesn't often treat its customers to turkey, but maybe today's my lucky day." She selected a sandwich, opened it, examined the contents, handed it to me with one of those gleaming wall to wall toothpaste smiles that only Americans are capable of, and said : "Gee Sir, you are so, so lucky, it is turkey today." My exclamation of, "Gosh, I can't believe my luck" was rewarded as she handed me another sandwich, assuring me that they always carried extra. As I left the aircraft at Houston, she furtively handed me another one, whispering into my ear that it was against the rules, but they still had a few left over. This will always be one of life's unsolved riddles. Was she humouring me as a potentially dangerous lunatic, or was she taken in by my performance? Out of respect for what is perhaps the world's greatest nation, even if they run some of the world's worst airlines, I'd like to think that it was the former, but sadly, I fear it was the latter.
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Last comments:
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- 17/11/07 Dear Reviewer,
Please take this chance to make the world a little bit better for
service customers everywhere while earning a £10 Amazon gift voucher in the process!
To explain: Having recently completed my Master of Science in Marketing degree at Manchester Business School (UK) by writing a dissertation about online reviews, I have been asked by the school to continue my academic research.
As a result, I am looking to interview additional online reviewers who are willing to talk to me about their experiences. To be eligible to participate, you would need to fulfil the following requirements:
1) You must have had a particularly negative service (not product!) experience, for example during airline travel, a hotel stay, car repair, etc.
2) You must have written and published an online review about this experience
If you fulfil these requirements, I would like to talk to you, ideally via Internet chat (you may choose the medium, AOL/Windows messenger, Skype etc.). The interview would take no more than 1 hour, and very likely less than that. We could arrange and/or split sessions at your convenience. Naturally, all data provided by you would be treated with confidentiality and you would remain anonymous.
Based on the analysis of the interviews, advice will be given to companies
on how to improve customer service and on how to deal with dissatisfied service customers. Therefore, by contributing to my research YOU can help make the world a little bit better for service customers everywhere!
On top of that, Manchester Business School would provide you with a £10 Amazon gift voucher as a sign of appreciation for your efforts.
Please note that although the review platform operator has given me permission to contact its members (i.e. you), my research is not actively supported or condoned by the latter. Participation is completely voluntary.
Due to my approach in contacting potential respondents, you MAY receive this message more than once. This is regrettable, but unavoidable, and I would like to take the opportunity to apologise for this in advance.
If you feel you fulfil the set requirements and are willing to participate, please contact me at your earliest convenience at morian@gmx.net or marc-philip.morian@mbs.ac .uk . Please make sure to include a link to your respective review(s) in your response.
Many thanks in advance!
Kind regards,
Marc Morian |
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- 14/04/02 Sorry for the low rating, Mike. Don't get me wrong, this is a very amusing story, and gives an indication of the quality of in-flight service Continental passengers can expect. However, I don't actually think this opinion gives a very broad picture of your experiences with Continental, in order to help other consumers make a better decision about who to fly with... so I've rated accordingly. |
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