As I have always said, I try to be fair and when a company corrects a problem or does something good, I am going to report that as well.
I am happy to report that my problem with Continental HAS BEEN SOLVED. As I previously reported, I sent another email to Continental with a seating chart for our group. (utilizing the seats that we had already been alloted...not asking for any upgrades, exit row seats, etc.) I went on to explain why certain people had to have certain seats. (medical, children, etc.)
The next thing I know, they have re-arranged our seating assignment completely and seperated us into small groups all over the plane, including some further back. As I said initially, one of the reasons for booking early was to get as far forward as we commoners could after all the seats reserved for the elite snobs. So being shoved to the back was totally stupid.
I became very upset and sent a rather rude email to the Customer Service Department basically telling them how stupid they were not being able to read a chart and how I was going to start calling corporate officials. It was a Friday and so I feared that our forward seats would be gobbled up by the time anyone would look at it on Monday.
BUT, to my surprise, I got an email back from a very nice Customer Service manager before the end of the day. She asked several questions of me and requested my seating chart. It was a very professional email exchange on both ends. The C S Manager shared with me what happened.... each time I responded to an email from the Customer Service Department, it didn't go back to the Rep who had already worked with it...each time a new rep got the case, it was back to square one and they didn't understand my case and so the mix-up each time.
The Manager gave me her email and told me to direct all correspondence to her directly. We communicated several times over the weekend and she informed me that although she was off that weekend, she would work from home to correct my problem. Before the weekend was over, not only did we have our original seats back, but each of us were assigned to the seat within our group that we desired/needed. This manager went out of her way to help me and solved the problem in a matter of hours. I knew the issue was small, but it didn't seem anyone at Continental could fix it until I met her!
We also discussed my concerns about the fact that groups cannot check in on line early and thus save money on the luggage fees. Personally, I think that is wrong... with most companies, you book as a group or buy in bulk to SAVE money.... but with Continental's group policy, it costs you MORE in luggage fees for groups. (also denies us the opportunity to attempt to get better seats when the leftover elite seats become available 24 hours before the flight.)
Once again, she came through for us, making a note on our reservation to give us the luggage fees for the reduced rate in spite of being a group. (we still can't check in online early and must check in at the airport, but at least we will save a few bucks.) (Note: I didn't ask for this, I was simply voicing my opinion of the group check in/luggage fee charges. It was the C. S. Manager who offered the reduced luggage fee.)
But in the end someone at Continental CAME through for us and I appreciate that. Hence, my story now comes to an end. (unless they mess us up on the flight.....but I have always said that Continental has great flight crews so I doubt that will be a problem.)
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