Try a little customer service
Many people can withstand flight delays, cancellations and broken or lost luggage if they are treated with respect. It seems that Continental Airlines has completely forgotten what customer service means. Lose the condescension, rudeness and add a smile. Not once did I find ANYONE from the airline that made us feel welcome (saying we appreciate your business and projecting it are two diffferent things).
Also, if you are going to impose a checked bag fee, then you should enforce the carryon luggage rules. There are customers who pay to check most of their luggage and opt bring a SMALL carryon, but can't fit it in the overhead because of those who avoid the checked bag fee by bringing multiple and large bags. Does anyone know if gate checking a bag avoids the checked bag fee (it appears to be the latest trend)?
Never using Continental again...
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