Continental Airlines Positive Customer Service Ratings - page 3

I just called customer service was not on hold for more than a few minutes (less than 5 minutes). I was quickly and satisfactorily assisted with the promise of an email confirming our conversation which has already been received. I was most impressed with the assistance that I just received.

I have to say that after flying with Continental to India several times this year that I am frankly dreading the merger with United. I just hope that United will take some lesson in customer treatment from Continental. They've always been very gracious and helpful to us and our team.

Wow; after so many phone calls today.

I finially got a call back from an Ava..

She took care of it.. So, no worries on my end.. I have to say she was so kind.

It was worth all the calls.

Kathy Webber serviced our account and was very, very kind to us. She guided through the process - when we were very confused. Thank you Kathy for your assistance and patience.

I would like to commend and thank one of the Continental agents located in Houston by the name of Greg Brunson.He was very patience, knowledgeable, detail oriented, and most importantly polite. I was given all the information and tools needed for ticket reservations and purchasing on-line, over the phone and for your web-site and what would be the best option for my parents. I had to provide this information to my mom, she and I where most pleased with the correct information that was provided by your agent. That included the times of the flights to and from Arkansas, the type of plane my dad would travel on the lay-over time and most importantly the best rates available. I truly appreciated the time and efforts Greg took to assist me with all of my questions. My dad is on his way to Arkansas to see my grandparents thanks to Greg's wonderful customer service.

I was also on the same trip mentioned on the comments below. 14 in our group and 8 on stand by when the plane to Belize was loading. Thanks to Annie and Flor, our Continental excellent customer service reps, our entire group made the same flight!! Thanks so much for all your work!!!

On a cold and snowy morning on Feb. 3 our flight from Wichita was delayed resulting in a missed connection in Houston. I was traveling in a group of 14 and we were told by an agent there were 6 places available on a flight to Belize City at 1:30. The others could wait on standby but would give up any confirmed seat for the next day. Annie Fletcher came to our rescue and worked for over an hour to book the 6 seats, get the other 8 of us confirmed seats for the next day and get us on standby for the 1:30 flight. She, along with her helper Flor Fuente, made it possible for the entire group to continue traveling together and not miss a day of our vacation. Thank you Annie!

Our group of 14 was delayed at the Wichita, KS Airport due to a crew delay. This delay made us miss our flight out of Houston to Belize, the first of two flights going out that day. Two members of our group went to the customer service counter to see if we all could get on the afternoon flight to our destination. Our first encounter with the service associate was not great. However, she was able to make a few suggestions, which we took back to our group. Our two representatives stood back in line with our decision to try and get on the next flight. We then came upon Annie Fletcher at the service counter. What a breath of fresh air! A very kind and helpful person! She took great care of us and was able to get most of us on that flight and the rest on stand-by. She was also helped by another associate, Flor Fuente. All 14 of us were able to get on the flight that we had requested! Loved working with Annie and Flor!! Continental should be very proud to have people like them working for them!!

The dedication and professionalism of JUNE THOMPSON saved my family a great deal of time ,money and anxiety.My daughter and two children were headed to India from Maine during the "monster snowstorm" of Feb.2.Most flights were cancelled however JUNE THOMPSON took our phone number and when it appeared that their flight would depart she called us in time for its departure.At the gate she was reassuring and efficiently got them on their way.We won`t forget JUNE THOMPSON and I hope she is recognized by Continental as an exceptional employee.
Paul Murphy Lewiston Maine

On Jan 19th I was on flight from San Diego to Houston, when a man fell ill. When the crew asked for medical assistance myself and two other nurses stepped forward. Needsless to say after a lenghty ordeal with MedLink (the in flight emergency physician) we were allowed to divert. Kerri Lewin one of the stewardesses was amazing, Nick Reid Copilot, Ernie Franz Captain, Alisa Oliver, Lorna Borja were all incredibly helpful and could not have had a successful outcome without their assistance. The passengers were amazing as well and helped in this critical situation following directions without question or complaint. Not a single person complained when we all pretty much missed our connecting flights. Thank you all on Flight 132 San Diego to Houston. Thx Continental for being so helpful!

Fortunate for me I ran into a Mr. David Cromwell at the Seattle Airport. I was beside myself trying to find out if I was on a flight tonight or not, if I had to go out to the ticket counters and start over from the beginning. I spotted Mr David at an empty gate and approached him with my problem. He said he would help me after the plane that had just arrived emptied. Well, in that 5 minutes he not only helped me but helped 4 others making each one of us feel special and important! Hard to do! Just thought you should know what a special associate you have in Mr David.

Thank you Mr Cromwell

Sincerely,

Terence Young
Iowa, Louisiana

the supervisor gentleman at Cancun Mexico airport 'Alex" is very helpful and kind guy, he was on phone line more than 3 hr!!! i just want to thank him and wish him all the best

I would like to compliment several Continental employees that really helped me in my time of need at the Cleveland Airport on Dec. 22, 2010. Their names are Jackie Jones, Karen, Sue and Velton. Jackie is a supervisor and was extremely helpful in getting me out on an earlier flight than I was orginally scheduled for. I had the need to get to Philadelphia asap and had a horrendously long layover in Cleveland. Through the help of Jackie and the other employees my stay in Cleveland was shortened from an almost 4 hour wait to less than l hour by getting me a USA Flight. Velton got me completely across the terminals in a wheelchair that I was useing. My original Flight was from Rochester, NY CO5821. These staff members deserve special recognition. Thank you. A very satisfied Continental Flyer.

This number worked for me. It said my wait time was approx. 30 minutes but it took about 50. Rep sounded tired but was helpful and changed my ticket in less than 5 minutes. Besides the wait, it was a good experience.

wow, I tried for 24 hours to reach someone and when my husband called this #, first time we reached someone and got the flight we wanted. Amazing

Our flight out of Newark on Mon. Dec 27 was canceled on Dec 25th. We rebooked online for Dec 28th. We received confirmation email with correct info, however when tried to check in online for the 28th we got an error. We looked our confirmation number up on the Continental site to find it said our flight was Sun Jan 2nd. After sitting on hold over 2 hours on THIS number (we had another line on hold over 4 hours on the phone number listed by Continental) we finally got thru. The VERY helpful rep straightened it out in the computer, checked us in online, assigned our seat and emailed our boarding pass. We are good to go tomorrow, the 28th as we planned.

My flight to NYC was also canceled due to the weather... Luckily I was still at home and not yet stuck at the airport, so I called this number and pressed 0 a few times -- thanks for that advice! Total time I spend holding, having to hear the same awful airline commercials replay? About four hours. But the end result was satisfying. A very calm and patient woman finally took my call, and after putting me on hold a few more times, she figured out a way to get me to NY. It involves three planes, twelve+ hours of travel, beginning at at 3AM, and I will land in Syracuse (since NYC is snowed in), a day later than I wanted to, but considering my circumstances it actually works out well for me. I can't say I'm overly pleased with this experience but I very much appreciate that I was able to get what I wanted and deal with friendly staff, and I didn't have to pay anything extra for the changes.

No wonder people are not working, some customer service organization consist of just a few people trying to handle thousands of calls. Nothing like spending an hour waiting for a CSR.

I have flown over 600,000 miles on Continental in the past 5 years and have been a raving fan. Today, I am gravely disappointed and unfortunately, that disappointment is not rooted in the "old" Continental that I loved but the "new" United Airlines. I grieve the end of a great airline company....

On Nov. 28,2010, in Basel, SW, my wife and I requested a change in our seating so we could sit together on a flight from Frankfort, Germany, to Newark. Daniel Cula, International Concierge, was extremely helpful and professional. He went out of his way to change our seating as we requested and made a very long flight easier to bear. Many thanks to Daniel!

I have flown many hours on Continental Airlines and have not been particularly impressed by the service. However, on my most recent flight from LA to Newark I was served by an outstanding young man named Timothy McLeod. Mr. McLeod went out of his way to be helpful to me and i witnessed his actions with other passengers as well. He was thoughtful, considerate, pleasant and very helpful. I would like his exceptional behavior to be recognized by the organization.He served Continental Airlines very well.

I would like to thank Continental handicap assistance team. particularly, a young man from Bangladesh, who, as my wheelchair assistant, helped me in a most professional and kindly manner. I hope Continental reward these helpers in a manner they so much deserve. Unfortunately, I have not the name of this particular young man, but again,I thank him sincerely, Eliz0neill(fl.95 Oct.30)

September 22, 2010



Dear Sir/Madam,

I thank your airline personnel for the honesty and courageous behavior meted out to me on a recent flight. On July 30, I took a Continental flight from Newark, New Jersey to Phoenix, Arizona. The flight was most relaxing, and the duration of the voyage complemented the nature of my visit: to attend my niece’s wedding.
During my flight, I was carrying a sum of money along with some important documents in a pouch; I had forgotten to put pouch in my carry-on and left the aforementioned items in my seat prior to deplaning. I did not realize that I left the items on board until after receiving a phone call from the management of your Phoenix airport office. After returning to the airport, I was presented with all the contents of the missing items.
Again, I thank you for returning my valuables, because if they were not recovered, my presence at my niece’s wedding would have been a depressing encounter.




Stan Warren

I want to commend highly two representatives of Continental Airlines who helped me on a recent flight, one leg of which was delayed and caused me to miss a connecting flight and consequently to become separated from my luggage. First, at La Guardia, on Monday evening (Sept 6) at about 10:30 pm, someone named Adeline (spelling?); she was understanding and arranged to track my luggage. Second, on the phone, on Tuesday morning around 9 am, Janie/Janey (spelling?) who got me the best information on when I would be able to get my luggage and tracked the person bringing it to me. Having one's luggage misdirected is really unpleasant, so thanks. Continental continues to be my airline of choice. Raul

It took less than one minute for me to reach a live person and my question about transporting a new firearm and ammo was answered in less than three minutes.