Kudos to Continental!
 

Just so you don't think I only complain ("Now I Know Why You All Hate Escorted Tours" posting). I have to compliment Continential Airlines for their efficient handling of a flight change. I booked a flight in February for a trip to Seattle this Summer. As you probably know, when you book this far in advance, you may get good prices, but more and more freqently flight changes occur. This weekend I was notified by e-mail of a flight change on both the departure and return. Although we preferred the original times, the departure was still acceptable but the return was much to early to accomodate our cruise ship docking. When I checked the later flight on the internet, the fare was substantially higher. So this morning I called Continental and they quickly made the change at no charge and apologized for the inconvenience. Now that's customer service! Just thought I'd pass a compliment on for an airline, something that is rarely seen these days.

I fly and like CO too, but this is really nothing out of ordinary. They have to change your flight for free if the schedule is changed significantly. Doesn't matter if the price have gone up.

Continental is known for its A-list customer service. I can attest to it first hand.

They recently lost the CEO who returned that airline to glory and instituted the great customer service policies. Surely some new bozo will come in and cut corners to the tune of a big bonus for himself.

I don't know what you're talking about. Larry Kellner has been a great lieutenant for Gordon Bethume for 10 years.

And just 3 weeks ago, he hosted an event in Houston for regulars on flyertalk.com; and personally attended many of the events and answered lots of hard questions.

I don't know what bozo you're thinking about.

If you read Clark's post again in a different context, surely you'll see he's not talking about your boy Larry at all.