United Continental

I'm a United frequent flyer, and I have to say, I'm usually not too critical of the United product even though they give me plenty of reason to complain, for example: getting rid of free alcohol on international flights. How lame is that, it's international, and the booze aren't even that good, but hey, I guess it's business and I can understand it. 

So, when the Continental deal got announced this year, I was both apprehensive and hopeful.  I flew Continental a few times, especially after they joined Star Alliance, and their service was definitely superior  It was friendly, and heck, their 737-900s even had power in economy class.  My greatest hope is that through this merger, the Continental standards will remain, and make the new United a better airline.  But  I'm apprehensive that with the drive for profitability, we'll end up with the same crappy United service on the old Continental routes.   Thanks again for nothing, Ryanair.  (yes, all the problems of the airline industry in my opinion can be traced to Ryan, thanks for nothing, you frigging lepurchauns)

Anyway, a recent example of the service I received.  I'm a United Premiere Executive, and I just recently hit my 50K mile again, usually they're pretty fast about getting the new gold card out to you once you reach the milestone.  But this time it took a while.  Since I had just booked a Continental flight, I decided to call up the United reservations and had them set me up with seats on the Continental flight, and also check on where my new card was.  

Not only could the new United suggested I call Continental, but when I asked about my card, the person in customer service told me the company no longer issued frequent flyer mileage cards.  My initial reaction was what the hell?  How cheap can United get.   But obviously it was a mistake, I called back today and was assured my new card was on the way.  The whole scary part is that as an Premiere Exec I still have to put up with this poor service, and people who don't know their own system.  How frustrating. 

Contrast this to Continental's customer service line, they were really efficient and got me all the seats I wanted on my upcoming flight.  Truly, United could take a few lessons. Until the airline complete their merger and integration, I know one thing for sure, I will always fly the Continental side of the new United whenever I can and use their customer service.  At least that way, if their service goes into the toilet, it'll take some time.