Having traveled nearly 2 million miles on Continental over the last 15 years, I absolutely agree.
Continental has fallen in quality since Gordon Bethune left.
Mr. Bethune understood that if you treat your loyal customers well, they'll fly with you more frequently.
He also knew that customer's would be more interested in flying an airline that he was willing to fly.
He frequently flew both coach and first class, ensuring that both customers and flight staff were getting what they wanted and needed.
The arrogant Larry Kelner was the beginning of the end. The first bad sign was that he RARELY flew.
What kind of manager doesn't check his services?! His first video feed for the take-off sequence demonstrated this when he referred to the airline as "his" airline, instead of acknowledging the fact that there were thousands of people that make it happen.
He finally realized this in his third year; but, by then he approved cut-backs on the Elite benefits and made it harder for those people to make changes, get upgraded, or receive competitive benefits (like Delta's recent changes).
Kellner's next mistake was placing Continental under the worst performing "Star Alliance," which reminded many of us of the evil empire.
I can't say anything nice about this. Their partners stink, and the benefits are no longer competitive. I've never had so many flight disruptions, lost baggage, or uncomfortable first class seatings than with United and USAir (Useless Air).
Couple this with two aircraft accidents and multiple highly advertised incidents and you have a disaster -- Kellner should have been fired early on!
It's clear that his successor, Smisek, is going to be the end of what used to be a great airline.
By merging what used to be the highest ranked (in customer service) with one of the lowest ranked (United) IS A HUGE MISTAKE. Heck, even United has earned the distinction of a dedicated hate-website Untied.com; where you can see blockbuster hits like "United breaks guitars."
Hopefully, the employees that provided the outstanding service and recognized the value of the customers under the Bethune-era that in turn made Continental a great airline will be able to find new jobs. If they ever found their own airline -- I'll fly them!
I have all but stopped flying Continental. I know I'm not the only one. Many of the Kellner refugees have been sitting next to me at Platinum and Diamond Medallion members on Delta and so on...