Art at ISP
2009-02-11, 04:31 PM
As some of you may be aware, Continental Airlines threw a big party for 525 customers (who were members of One Pass as well as Flyer Talk) this past weekend in Houston. My wife agreed to accompany me this time (she usually does not like these events), because a number of FFOCUS members were attending (13 if I counted right).. FFOCUS is Frequent Flyers Organized and Concerned about Unacceptable Service, an advocacy group I chair and co founded. Here is the beginning of the trip report:
Friday morning, time to go to Houston--DO IV is about to begin...
The day started shortly after midnight, with an attempt to change our return flight due to a death in our extended family. While checking a different return, the seat map application failed, and would not return to the flight screen. I took a minute to email Scott the report of the glitch, and decided we'd just stand by for the early return.
Scott, however, was still working, and 10 minutes later emailed me they would look into the failure of the session and advised he had already changed our flights!!! Thank you Scott! (Scott O'Leary is CO's Managing Director of Customer Experience)
As usual, I packed at the last minute, and we left the house around 10:30AM for a 1PM flight (early so JoAnn could spend some time in the Presidents Club at LGA). There was no traffic, and we got to LGA by around 11:15, and settled into the club, which is located near the walkway to the parking garage, on level 4 of the LGA main terminal, outside security.
We noticed the inbound was due in 20 minutes late, but our flight was showing still on time. I had a little chat with the agent, who gave me a note for Scott asking for a change to one of the upgrade procedures. I kept checking the upgrade standby list (we were nos. 1 and 2 respectively with 5 seats open). We finally had one person jump us on the list, but even at 2 and 3, we cleared about 45 minutes before the flight.
Around 12:10 we went down to go through security, and found the line a little slower than normal, but after 15 minutes, we were through and on to the gate. The agent was busy working at the computer, and her colleague was helping arriving passengers with connections or other information. I waited until she was finished and then inquired about new boarding passes--she looked at the record, noticed that JoAnn and I were not seated together and changed my seat assignment so we would be together (thank you).
Finally on board, coats taken promptly with predeparture bevs served. Despite the late arrival of the inbound aircraft, we were off the gate 5 minutes early, and it was a very short taxi to RY 31--and with only 2 aircraft ahead of us, we were airborne within 10 minutes of leaving the gate.
Through 10,000, the FA's got up to begin their service - by the time they got to our row, however, there was no longer a choice of lunch-and the FA was VERY apologetic. All passengers in F were addressed by name, which is still a nice touch. Hot towels, and luncheon is served--mushroom soup (quite good), salad with shrimp, hot roll, and cookies. A quick nap, then off to finish a book which was taking forever to read.
Before we knew it we were descending into Houston, and we landed a full 40-45 minutes ahead of schedule. Off the plane, we went to find the underground train which would take us to the Marriott in the airport..of course we got on at the wrong side, and had to make 3 stops before getting to the hotel.
Friday night the welcome reception was held in the Marriott Hotel within IAH, where we happened to be staying. We made our way down to the reception about a half hour before it was to begin, which turned out to be a smart move since the line to register was already forming. We checked in and got our assignments for the following day's tours and panel assignments (We got Mystery Tour 1 for the tour, and I was selected for One Pass and Alliances and the Continental Product panels.
After checking in, we were each given a gift by CO--a set of four cups and saucers from their Business First China. Following that, drink tickets in hand, we made our way to the bar, and to my delight I found a bottle of Crown Royal waiting for me. Drink in hand we picked up some food, and began to mingle.
The first friend I encountered was Scott O'Leary, who I thanked profusely for helping me the night before, and we chatted for a bit, I introduced him to JoAnn, and we caught up a little. I then found a few more of my members, and we spent an hour or so socializing.
The theme of the party was Fun and Games--and this night the opening game was Miles or No Miles, fashioned after Deal or No Deal. I was chosen as a box model, holding number 16--wasn't chosen to play, but it was fun nontheless. Three games were played, and up to 1 million miles was on the table during any game.
After the "opening ceremony" we continued to socialize, and I finally found the real host of the evening, Mr. Larry Kellner, CEO of Continental. I introduced him to my group, and he engaged us in conversation for almost 30 minutes--talking about routes, the new alliances and answered most of the questions posed to him. I have to say--that for an airline CEO (or executive of ANY big company for that matter) to spend his or her own personal time meeting with and chatting with customers over a weekend is very impressive and says alot about the way he values his customers and employees...he kept crediting his employees for CO's consistent high CS ratings and success.
Finally the evening was over, and we were off to get a few hours of sleep before our "Mystery Tour" bus left at 7:30AM...
More to follow.
Friday morning, time to go to Houston--DO IV is about to begin...
The day started shortly after midnight, with an attempt to change our return flight due to a death in our extended family. While checking a different return, the seat map application failed, and would not return to the flight screen. I took a minute to email Scott the report of the glitch, and decided we'd just stand by for the early return.
Scott, however, was still working, and 10 minutes later emailed me they would look into the failure of the session and advised he had already changed our flights!!! Thank you Scott! (Scott O'Leary is CO's Managing Director of Customer Experience)
As usual, I packed at the last minute, and we left the house around 10:30AM for a 1PM flight (early so JoAnn could spend some time in the Presidents Club at LGA). There was no traffic, and we got to LGA by around 11:15, and settled into the club, which is located near the walkway to the parking garage, on level 4 of the LGA main terminal, outside security.
We noticed the inbound was due in 20 minutes late, but our flight was showing still on time. I had a little chat with the agent, who gave me a note for Scott asking for a change to one of the upgrade procedures. I kept checking the upgrade standby list (we were nos. 1 and 2 respectively with 5 seats open). We finally had one person jump us on the list, but even at 2 and 3, we cleared about 45 minutes before the flight.
Around 12:10 we went down to go through security, and found the line a little slower than normal, but after 15 minutes, we were through and on to the gate. The agent was busy working at the computer, and her colleague was helping arriving passengers with connections or other information. I waited until she was finished and then inquired about new boarding passes--she looked at the record, noticed that JoAnn and I were not seated together and changed my seat assignment so we would be together (thank you).
Finally on board, coats taken promptly with predeparture bevs served. Despite the late arrival of the inbound aircraft, we were off the gate 5 minutes early, and it was a very short taxi to RY 31--and with only 2 aircraft ahead of us, we were airborne within 10 minutes of leaving the gate.
Through 10,000, the FA's got up to begin their service - by the time they got to our row, however, there was no longer a choice of lunch-and the FA was VERY apologetic. All passengers in F were addressed by name, which is still a nice touch. Hot towels, and luncheon is served--mushroom soup (quite good), salad with shrimp, hot roll, and cookies. A quick nap, then off to finish a book which was taking forever to read.
Before we knew it we were descending into Houston, and we landed a full 40-45 minutes ahead of schedule. Off the plane, we went to find the underground train which would take us to the Marriott in the airport..of course we got on at the wrong side, and had to make 3 stops before getting to the hotel.
Friday night the welcome reception was held in the Marriott Hotel within IAH, where we happened to be staying. We made our way down to the reception about a half hour before it was to begin, which turned out to be a smart move since the line to register was already forming. We checked in and got our assignments for the following day's tours and panel assignments (We got Mystery Tour 1 for the tour, and I was selected for One Pass and Alliances and the Continental Product panels.
After checking in, we were each given a gift by CO--a set of four cups and saucers from their Business First China. Following that, drink tickets in hand, we made our way to the bar, and to my delight I found a bottle of Crown Royal waiting for me. Drink in hand we picked up some food, and began to mingle.
The first friend I encountered was Scott O'Leary, who I thanked profusely for helping me the night before, and we chatted for a bit, I introduced him to JoAnn, and we caught up a little. I then found a few more of my members, and we spent an hour or so socializing.
The theme of the party was Fun and Games--and this night the opening game was Miles or No Miles, fashioned after Deal or No Deal. I was chosen as a box model, holding number 16--wasn't chosen to play, but it was fun nontheless. Three games were played, and up to 1 million miles was on the table during any game.
After the "opening ceremony" we continued to socialize, and I finally found the real host of the evening, Mr. Larry Kellner, CEO of Continental. I introduced him to my group, and he engaged us in conversation for almost 30 minutes--talking about routes, the new alliances and answered most of the questions posed to him. I have to say--that for an airline CEO (or executive of ANY big company for that matter) to spend his or her own personal time meeting with and chatting with customers over a weekend is very impressive and says alot about the way he values his customers and employees...he kept crediting his employees for CO's consistent high CS ratings and success.
Finally the evening was over, and we were off to get a few hours of sleep before our "Mystery Tour" bus left at 7:30AM...
More to follow.