Stuck in Newfoundland: Thanks, Continental

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Erik,

I hope you got back ok. Unfortunately, I have to eat my words about the Continental contract staff in Halifax. (But, NOT my comments about Continentals frequent-flyer program.) After I wrote my submission, we were put on the plane, only to be returned 2 hours later, flight canceled. The contract staff got extra help, processed us for flights trhe next day, and put us up in a wonderful hotel near the airport. They were not required to give us the hotel and meal vouchers, because airlines are not required to do so when flights are canceled because of weather.

And, as if someone from Continental was watching my message to you after I typed, I got complimentary Elite upgrades all the way back to L.A. But still, the One Pass program continues to deteriorate. Continental is allowing airport staff to reduce due to staff attrition. (Related top me by a "Red Coat"--supervisor--at LAX.) Special security lines, expedited ticket and boarding lines for frequent flyers are being ignored. Airport staff morale is down. Yet, Continental ranked #2 in customer satisfaction last year. Go figure.

I've started to spread my frequent flyer miles (125K per year) on to other airline systems since expedited lines are the only real benefit. United has a decent program (if they survive) where even the basic Premier level gets "economy plus" seating (extra legroom for coach seats in the front of the plane). Plus, at checkin, you can buy upgrades, when available, for 10 cents a mile, a bargain over biz clasas ticket prices.

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