I agree, write to the top man.
Make sure you don't let emotion overcome you (don't slag them off) but
play the deeply injured party who is bewildered by the treatment
received from such an important and well respected company (it pats to
grovel a little).
It should get passed down the line (oh send the letter in a way you have
proof it has been received - that's recorded delivery in the UK) .
The minions who dealt with your problem will think twice about lying to
the boss - as will everyone up the chain of command.
It can't be hidden at the bottom of the pile if you start at the top.
Good luck.
Colin Hill
On 26/08/2011 21:39, Matthew Szostak wrote:
Tania-
Ouch! It's probably a dumb question, especially since it seems Cali and/or
Alden have already examined the instrument, but: have you tried playing it?
Just wondering...
I've had similar experience with another airline. The customer service website
and email contacts are fine, but my advice to you is: go right to the *top*. A
detailed letter, via regular snail-mail, to the CEO of Continental - you can
usually find the name and address on line, or call the company and simply ask.
Be polite, but tell him (her?) what happened, how appalled you are at the
treatment you received, and what you expect him to do about it as the head of a
major airline who you assume takes customer service seriously. I have had good
luck with this in the past.
Meanwhile, I will visit the links you suggest and leave a comment.
Good luck!
~ Matt
On Aug 26, 2011, at 2:39 PM, Tania Opland wrote:
This goes way beyond irresponsible baggage handling. I've been getting the
runaround from Continental for 10 days since they crunched my gurdy, in its
flight case, en route from Dublin to Seattle. They say I can only initiate a
claim at the baggage desk at the Seattle airport, but when I tried that, and
said I wouldn't leave until they acknowledged and dealt with my grievance, the
supervisor called the police to remove me. If you'd like to add your support,
please read all the details at [ oplandfreeman.blogspot.com ], then send a
piece of your mind via [ continental.com/feedback ] or to [ [email protected] ].
Thank you!
Tania Opland
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