Phx
If I book a flight with Continental and have problems, I expect Continental to solve them. If Continental has sub-contracted part of the work to another company, why should I chase around trying to find out who this is and who is responsible. I paid my money to Continental and I expect them to ensure that the service is delivered to a consistent standard.
If you are admitted to hospital and you had a complaint that your room was dirty, would you accept the hospital telling you to write to the contract cleaning company? I think you are either airline managment or you have got a version of "frequent flyer" Stockholm Syndrome!
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