News Release
Continental Airlines Implements Customer First
HOUSTON, December 13, 1999 -- Continental Airlines (NYSE: CAL and CAL.A) has fine-tuned customer service policies, established new functions and provided training to thousands of staff as it prepares to fully implement its Customer First program on Dec. 15.
Continental's Customer First plan is part of an industry-wide effort to enhance services and communications with airline travelers, particularly in situations involving irregular operations. It contains specific, voluntary service commitments to continue the company's high level of performance and improve wherever possible.
Continental is making its Customer First plan available in writing so customers can use it to better understand and anticipate how the airline will handle specific situations that may arise before, during or after their trip. Internet download is available at, and copies may be requested at the airport.
"This year we have seen our business grow more than 11 percent, flying more than 40 million customers on newer and better aircraft via upgraded airport facilities," said a Continental spokesperson. "In an industry that competes heavily on the basis of service and consistently offers more value to travelers, Customer First is helping us refocus on our award-winning service."
A recent FORTUNE magazine article (Dec. 20) described Continental as "the best airline in the U.S."
A key enhancement being implemented at Continental is new Service Planning Centers at hub airports. In the event of irregular operations, the SPC works behind-the-scenes to plan customer reaccommodation, such as rebookings on alternate flights or hotel arrangements. The result will be a more proactive response to customers whose trips are misconnected or canceled, greatly reducing the need to stand in line for reaccommodation. Supporting the new Service Planning Centers is a new edition of the Service Recovery Manual, which includes standards for consistent implementation of delayed-flight announcements, oversale procedures, reaccommodation in the event of a cancellation, etc.
Reservation and airport sales agents have received training specifically supporting the goals of Customer First.
Continental Airlines is the fifth largest airline in the U.S., offering more than 2,100 departures daily to 129 domestic and 85 international destinations. Operating major hubs in Newark, Houston and Cleveland, Continental (http://www.continental.com/) has extensive service throughout the Americas, and to Europe and Asia.
Continental is in the top half of FORTUNE magazine’s "100 Best Companies to Work for in America," and has won first or second place Frequent Flyer Magazine and J.D. Power awards for four consecutive years. Continental has received numerous awards for its BusinessFirst premium cabin (Condé Nast Traveler, OAG Official Airline Guides, Entrepreneur and Smart Money magazines), OnePass frequent flyer program (InsideFlyer’s Freddie Awards) and overall operations and management (Air Transport World’s 1997 Airline of the Year).