Continental's Response

This was received back from Continental less than a day after I sent my original email to them. I never got an automated response or anything like this. It's great to see a response so quick and seemingly honest from a company nowadays.

Dear XXXX:

Thank you for taking the time to contact us regarding your flight from Chicago. Your email came to the attention of Corporate Customer Care and, I appreciate the opportunity to address your concerns.

I regret you found our flight attendant to be less than helpful when trying to find space to stow your carry-on bag in the overhead compartments. Please know that our planes have some of the largest over-head storage bins in the industry but carry-on space is limited and available on a first come first serve basis. During peak travel seasons, we may ask customers to check their intended carry-on luggage at the gate just before boarding. Normally, if we are operating a full flight, we will gate-check carry-on luggage for safety reasons.

I am deeply concerned about the behaviors of the gate agent at Midway Airport, as you described in your letter. The service you received is not typical of what Continental Airlines expects from our employees. Our airport agents are expected to provide a friendly, efficient service, and I regret this is not what you experienced. Your comments will be included in a monthly Customer Care report that is distributed to senior management. I am confident that every effort will be made to locate the employee involved and that immediate corrective action will be taken.

Thank you again, XXXXX, for bringing this situation to our attention. Customer service is one of our top priorities and, the only way for our company to improve is to know where it is failing. We will use your feedback for future coaching and training.

We value your patronage as well as your opinion and, look forward to welcoming you back onboard soon.

Regards,

XXX XXXXX
Customer Care Manager