[FootWedge]

Today I arrived in Houston from St. Louis in the midst of a huge rain storm, the pilots did a wonderful job of landing the plane. However, we then disembarked onto the tarmac to walk roughly 50 yards in a massive downpour. I am a frequent flyer with Continental, Platinum, so I sent an email to Larry Kellner CEO. I am attaching the letter I sent him as well as his response, excluding my name of course.....UNREAL:

Sent: Monday, May 05, 2008 12:43 PM
To: Kellner, Larry
Subject: My Experience Today
Dear Mr. Kellner,
My name is "" and my One Pass number is BF******, I am a Platinum member of your one pass club. Today I arrived on my usual Monday morning flight 5981 from St. Louis into Houston George Bush in a driving rain storm. Upon arrival we exited the plan at gate B84, there was absolutely no cover from the tremendous downpour. To put it lightly I was completely soaked from head to toe, including my computer. To make matters worse when I walked through the terminal I noticed that both gates B85 and B85a were empty!!! If either of these gates were used I would not be writing to you.
Upon seeing these empty gates I approached the customer service desk in that area of the B terminal and asked the service representative why neither of those gates were used versus having your, and her, customers scatter through the rain. I was quickly instructed that it was not “her responsibility to park planes”, it was quite obvious that she didn’t park planes but I feel the question was fair. I then contacted the elite desk and was told first by the phone representative that because it was a Chautauqua Airlines plane that it could not park at the gates with jet ways. I then spoke with her supervisor who called the ground transportation people and she instructed me that the plane could not use the jet way because it didn’t fit! Below is the plane Chautauqua uses as well as the Continental Express Jet’s plane:
ExpressJet Airlines, Inc
Flight: CO2734
Aircraft: Embraer RJ145
Chautauqua Airlines,
Flight: CO5981
Aircraft: Embraer RJ145
As you can see both planes are RJ145’s, yet one can pull up to a gate and the other leaves its customers on the tarmac in the rain.
Mr. Kellner, I fly weekly from St. Louis to Houston. Roughly 43 times per year, last year I paid an average of 348.51 per flight, to date I have completed 35 segments this year. I have endured countless delays and cancelations, but to dump your customers out in the rain with their belongings is completely ridicules!!!! I have shown your company a great deal of loyalty, you are not the only airline that fly’s directly from St. Louis to Houston, I pay a premium to fly on your jets. But no more!! Below is a comparison for my next purchase of a ticket to come down to Houston between your company and Southwest Airlines:
Continental
Flight Details:
Depart: 5:50 p.m. Mon., May. 26, 2008
St. Louis, MO (STL) Arrive: 7:59 p.m. Mon., May. 26, 2008
Houston, TX (IAH - Intercontinental) Travel Time:
2 hr 9 mn OnePass Miles/
Elite Qualification:
679 /100% Flight: CO5849
Aircraft: Embraer RJ145
Fare Class: Economy (M)
1 Adults (age 18 to 64) $347.00
Additional Taxes/Fees $16.50
Total Price $363.50

Southwest
Depart May 26 Mon Nonstop STL-HOU 1402 Depart St. Louis (STL) at 8:40 PM
Arrive in Houston (HOU) at 10:35 PM
Return May 29 Thu Nonstop HOU-STL 225 Depart Houston (HOU) at 6:00 PM
Arrive in St. Louis (STL) at 8:00 PM

Total $271.50
By flying Southwest I will:
1. Save 90 + dollars.
2. Almost certainly be on time, definitely not cancelled.
3. Will receive courteous service, from all their members.
4. Fly a 737, versus a regional Jet.
5. Deal with satisfied employees of the same Airline as the name on the plane.
6. Not have to walk in the rain with my luggage!!!
Thank you for making my choices easier.

HIS RESPONSE:

Dear Mr. "" – I apologize for the gate selection and lack of cover – we clearly failed you and even though we have lost your business, I appreciate the feedback as working to resolve this will be helpful for future customers.
I appreciate the business you have given us over the years and apologize again for our failure this morning.
Best
Larry