[joycechen]

Dear Sir/Madam,

I got an unhappy experience last weekend when I took CO086 from Shanghai Pudong to New York Newark on 12Jul.

I’m a vegetarian, so Asia veg food was requested 2 days before the flight. However, the request was not recognized on board, so I couldn't get any formal meal during the 16hrs flight.

I checked with CO China hotline (4006506686) on 14Jul, to whom I called and book the veg meal, a Ms. Tan received my call (ext. 692). She told me that the Veg requested did record in the system, but Asia veg meal is not listed on the menu, that’s why the request was not recognized. I then asked why they couldn’t inform me when I made the request, then I would have had chosen something else available from the list; she said it is the airport check-in counter staff's responsibility to inform the passenger about such info. I was quite confused, as I was told before that that meal request could only be served if it is booked at least 24hrs before the flight; but check-in was made 2hrs before the flight; if the meal request could only be confirmed at check-in time, why the policy set it as 24hrs before the flight? I also told Ms. Tan that this mistake caused great trouble to me as I could not get anything to eat during the flying time; she said there's bread and dessert available which are veg food, I could not be starved. I was shocked by the answer, I could never anticipate such a reply from a hotline officer. When I asked for a reasonable explanation for this issue, to avoid such things happen again in the future; she ask me to submit my complain through Continental’s website. I did so, but I haven’t got any reply till now.

Is it the tone that a hotline staff would speak to the customers? Is it the service standard CO set to treat the customers? I would be most appreciated if you could help to look into it and urge CO to provide a reasonable explanation.


Looking forward to hearing from you.

Best Regards,

Joyce Chen