FSP 1.1: OMOR Air

February 07, 2003

OMOR Air

Continental asked me (I'm Gold Elite[*]) how they could be a better airline
for me. Here's what I told them:

Most complaints I have with CO are due to management,
not poor staff. I'm quite happy with 95 % of the CO people
I meet face to face.

Reservation System
Elites are always (justifiably) complaining that CO.online is down,
broken, or would not let us book an itinerary it found.
See previous posts for details.

Commuter Jets
Remove seat 1A from the ERJ-135/145 enhanced regional
jets. These aircraft have 1+2 seating; increase the legroom for
elites on the A seats, 2A through 8A. (does anybody pay for first
class on an ERJ flight with no first class seats ?)

Boarding
When boarding, organize the scrum of pax so as to let elites preboard
without having to push our way to the front and query other pax,
are you elite/first class or are you just waiting in my way ?.

Seat Selection System
I hate seats which don't recline fully. The last row of BizFirst on
some 737, and the coach row immediately before exit rows on
some planes do not recline.

Upgrade your seat inventory tracking so we may avoid these non-reclining
seats.

1. Record my pref, and don't seat me there.
2. Warn me if I've been assigned such a seat and offer to move me.

Extreme Frequent Flyers
Other airlines have programs to reward flying 1,000,000
or 2,000,000 in a lifetime, or for reaching top tier elite status
for several years in a row. CO lacks any uber-platinum status level.

Partnerships
So-called reciprocal partnerships should include reciprocal
rights for customers. CO should also not erode rights after selling
lifetime access to enjoy rights.

CO's biggest partnership is with Northwest Air.

1) The Northwest elite customer has real, dedicated telephone agents, CO does
not.

2) Northwest Elite telephone agents will process complimentary upgrades for
their elite customers when their automated system fails them and CO operators
are forbidden to and/or powerless to help?

3) Northwest World Club members can access every airport club that a
President's Club member can AND still access America West Clubs in LAS, PHX
and CMH, whereas Presidents Club members no longer have an airport club to
use in these locations?

What process has been put in place to issue Presidents Club members transfers
to World Club membership and/or pro-rated refunds of multi-year memberships
in light of the dramatically reduced access to clubs in the US and the dramatically
reduced choices in food and drink now available?

(On Flyertalk, people blame CO Chairman and CEO Gordon M. Bethune
aka Gordo the Liar's spiteful arrogance for these shortcomings.)

Milage Rewards
Quote a price in for every seat in your inventory.

My search starts when I choose dates and an origin-destination
pair. It does now start with me choosing to spend either
or dollars.

Instead, or in addition to flat prices of eg '20,000 for a
domestic off season weekend stay flight', every time I search
for flights on CO.O.L offer me a cash price and offer me a
price.

eg
search for flight on CO.O.L, find a listing,
sort by or price, look at each result,
see details, price in $, price in .

I'm not saying you have to offer good deals in setting prices,
but just an opportunity to use up . But for 10,000,000 ,
I should be able to bump somebody who paid $98 for a coach seat.

Airport Access
Speed up airport access for elites and first class passengers.

The process of declaring who I am and presenting id and printing boarding
cards takes about three minutes.

Since I know the drill at the security inspection, I can pass though
the gate and wand check, and bag searched in less than three minutes.

But I spend a lot of time waiting for other people who wear boots
with lots of metal, who leave their cel phone in their pocket,
who can't find their boarding pass, ...

Offer elite security screenings.

At least offer a few dedicated eTicket machines for elites to use
without waiting for people who fly once per year to figure them out.

I look forward to printing boarding passes over the web.

[*] When I crash the First Class queue, I say I'm elite and flash
my gold badge. Hard to say I with a straight face, though.

Posted by dc at February 7, 2003 01:44 PM | TrackBack

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