[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

[PHXFlyer]

I'm sorry to hear about the poor service you received when you called Continental. Did you use the 800-WeCare-2 (800-932-2732) hotline? Honestly, the service provided there can be hit or miss. The last time I was in Houston there were some jokes about the "We Don't Care" hotline! We were assured that measures would be taken to improve service however your experience tells me they haven't weeded out all of the "bad apples." The most effective way to get some closure and service recovery is to write a letter. I would give you the direct e-mail and phone number for a VP however a mistake providing a meal doesn't really rise to that level in my opinion.

Here is the contact info:

Anne Munoz
Director, Customer Care
Continental Airlines
1600 Smith Street
Houston, Texas 77002

Your letter above is very appropriate. I will forewarn you that aside from an apology you are likely to receive a small denomination travel voucher to use towards the purchase of a Continental ticket - unless you were flying BusinessFirst class in which case a botched special meal request will probably net a bit more compensation.

In the end an airplane is not a flying restaurant. Once the plane leaves the gate if your special meal wasn't loaded there's not a whole lot you can do. If your dietary restrictions are such that you cannot consume standard airline fare I always recommend you bring some snacks that you can eat during the flight. I know it can be inconvenient but you cannot rely 100% on special meal requests. I fly Continental a great deal and on most of their domestic routes special meal requests are not even available. Alaska airlines has no special meals at all. I remember a few years ago I was flying from New York/Newark to Seattle after visiting my family for Passover. It was on Alaska Airlines and I was in first class. Mind you I don't keep Kosher year-round but do during the high holy days. When the flight attendant got to my seat for my dinner order all that was left was pork loin! Was I disappointed? Sure, but what do you do. Again. it's an airplane not a restaurant.

Just curious...there is a famous Asian chef named Joyce Chen. Are you one in the same?

[joycechen]

Thanks a lot for your kind help. I've already back in Shanghai now. I raised it here becasue I called CO China again today, but agent still said she couldn't give out an explanation and asked me to post my complain through the CO website, she also said there's nothing they could do at local level. What frustrated me most is that they kept saying I couldn't get starved since there's bread and dessert available. I'm paying such a high rate just for being served with bread and dessert?! I agree with you that airplane is not a restaurant, but the hotline agent's attitude is so bad. I don't know what's the normal service standard in US, but in China, most companies in service industries do treat customers like god. I will send the mail to Ms. Munoz, do you know her email address? I can only find mailing address in your words. The meal itself is not worthy of being raised to high level, but the hotline agents need to be informed to change their attitude. I'm very stubborn

Many thanks for your kind advise, again

BTW, I'm not the chef Joyce, I'm a bad cooker But I'm inspired by your curiousity and I decide to develop my talent in cooking from today! I'm going home to cook dinner now (it's 6.45pm in Shanghai now), wish you a happy day!

Best Regards,

Joyce

[joycechen]

Thanks a lot for your kind help. I've already back in Shanghai now. I raised it here becasue I called CO China again today, but agent still said she couldn't give out an explanation and asked me to post my complain through the CO website, she also said there's nothing they could do at local level. What frustrated me most is that they kept saying I couldn't get starved since there's bread and dessert available. I'm paying such a high rate just for being served with bread and dessert?! I agree with you that airplane is not a restaurant, but the hotline agent's attitude is so bad. I don't know what's the normal service standard in US, but in China, most companies in service industries do treat customers like god. I will send the mail to Ms. Munoz, do you know her email address? I can only find mailing address in your words. The meal itself is not worthy of being raised to high level, but the hotline agents need to be informed to change their attitude. I'm very stubborn

Many thanks for your kind advise, again

BTW, I'm not the chef Joyce, I'm a bad cooker But I'm inspired by your curiousity and I decide to develop my talent in cooking from today! I'm going home to cook dinner now (it's 6.45pm in Shanghai now), wish you a happy day!

Best Regards,

Joyce

[PHXFlyer]

Here are two e-mail addresses for you. The first is for general customer service inquiries:

custo@coair.com

Here is Ms. Munoz's extranet address:

anne.munoz@coair.com

Good luck and also much success with your new found interest in the culinary arts. I did a Google search for chef Joyce Chen and was sad to learn she died in 1994. Who knows? You may be the next famous Joyce Chen!

[joycechen]

Originally Posted by PHXFlyer

Here are two e-mail addresses for you. The first is for general customer service inquiries:

custo@coair.com

Here is Ms. Munoz's extranet address:

anne.munoz@coair.com

Good luck and also much success with your new found interest in the culinary arts. I did a Google search for chef Joyce Chen and was sad to learn she died in 1994. Who knows? You may be the next famous Joyce Chen!

*****************************

Thank you so much for your kind help, again. I submitted the complain to general customer service yesterday, and I will wait for 3 days; if still no response, I will escalate it to Ms. Munoz.

I'll try my best to be the next famous chef Joyce, and will definately invite you to try my cooking by then, please don't turn down this offer:P