In the midst of all this hubbub about what happened to my daughter on Continental Airlines yesterday, I thought I’d post briefly about a large company which clearly does understand how to provide good customer service when recovering from a mistake.
A number of commenters on this blog and others have blamed my wife and me for what happened to our daughter, saying that if only we had flown with her, it wouldn’t have happened. Other commenters have responded briefly and well to that accusation, but I also wanted to share my wife’s response…
Here’s how my wife tells the story…
Two conversations with Continental, one Sunday evening with a supervisor at Logan Airport, one Monday afternoon with a corporate customer relations representative:
Here’s a round-up of what the news media have done with this story… I sent a tip to the Boston Herald and never heard back from them. I sent a tip to the Boston Globe and never heard back from them. I sent a tip to WBUR (90.9 FM) and never heard back from them. Not… Read More »
http://www.gadling.com/2009/06/15/continental-airlines-flies-ten-year-old-girl-on-her-own-to-the-w/
(Link forwarded to me by my father in law.) http://www.woio.com/global/story.asp?s=10534794
Here’s the initial response I got from the FAA:
http://consumerist.com/5290598/continental-puts-10+year+old-child-on-the-wrong-plane
I just sent this to the FAA safety hotline. They claim that submissions to the hotline are reviewed daily and I should hear back within three business days. We’ll see.