News Release
New Study Calls Continental "Most Improved Airline"
HOUSTON, April 20, 1998 -- The national Airline Quality Rating study has ranked Continental Airlines (NYSE: CAI.B and CAI.A) as the Most Improved Airline for the second year in a row. Continental ranks third in the 1998 study, up from fifth in 1997 and tenth (last) place just two years ago.
The annual study, conducted by the W. Frank Barton School of Business at Wichita State University and the University of Nebraska at Omaha, compares the 10 major U.S. airlines' service quality, based on factors such as baggage handling, customer service and frequent flyer award programs, among others.
"We're always proud to be recognized as an industry leader in independent studies," said Greg Brenneman, Continental's President and Chief Operating Officer. "The Airline Quality Rating study's results are consistent with many other assessments performed by the industry and by customers. We're continuously working to improve our product, and this study is proof that our efforts are paying off."
Just last month, Continental was recognized by Fortune magazine as the company that "has raised its overall marks more than any other company in the 1990s" on its annual "Most Admired" list, climbing from sixth to third place in the industry.
Recently, Continental became the only airline in history to earn the Frequent Flyer magazine/J.D. Power and Associates award two years in a row for best customer satisfaction on long-haul flights. The airline was recognized in March 1998 as the fastest moving company in the 1990s on Fortune magazine's annual "Most Admired Companies" list. The Continental OnePass frequent flyer program was named 1997 Program of the Year and Best Elite-Level Program, as well as having the Bets Overall Customer Service, Best Program Newsletter and Best Web site in InsideFlyer's annual Freddie Awards. In addition, Continental was named 1996 "Airline of the Year" by Air Transport World and was rated as having the best business class product among U.S. carriers by both Entrepreneur and Smart Money magazines.
Continental is the fifth largest airline in the U.S., offering more than 2,000 departures daily to 122 domestic and 70 international destinations. Operating major hubs in Newark, Houston, Cleveland and Guam, Continental is strategically positioned for TransContinental travel, and offers extensive service to Latin American and Europe via its Houston and Newark gateways. Continental has entered into a strategic global alliance with Northwest Airlines that will result in interconnection of the two airlines' route system, code-sharing arrangements, frequent flyer reciprocity, cooperation between Continental and Northwest's trans-Atlantic partner KLM, and other cooperative activities, subject to government approval.