Colgan replied quickly. Here it is:
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Let me start by apologizing for the unpleasant experience you encountered in Killeen. I will personally review this information with the station manager and ensure our staff is better prepared to handle this type of situation if it arises again. Although we are not Continental Airlines we represent them and take great pride in doing so. This is not the type of impression we like our loyal customer to have and will work diligently to improve on that. As a partner of Continental we do subscribe to Continental’s Contract of Carriage and make every effort to ensure we are following all of the stated rules. I would encourage you to contact Continental Customer care at 1-800-932-2732 to discuss the additional money you spent and see if they can assist in resolving that.
Again please accept my apology for the negative experience your family encountered traveling through Killeen and trust that I will personally address your situation with the Killen staff. If your travel plans permit we would like the opportunity to serve you and your family again in Killeen or one of our other locations. I sincerely believe your future travel experience will be more pleasant.
Thank you for bringing this to our attention. Without customer feedback we can not identify and correct deficiencies in our service.
Happy Holidays
Chris Sheffield
Regional Manager
Colgan Air- CO Connection
College Station, Texas 77845
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