From: jarnold@tixel.mv.com (Jon Arnold)
Newsgroups: misc.consumers
Subject: Continental, Compassion Fares, and Price Gouging
Distribution: world
Date: Fri, 22 Jan 93 16:14:22 GMT
Organization: 
Reply-To: jarnold@tixel.mv.com

In many (most) cases, the ticket agents for any airline are clearly having
a bad day.  Fortunately for the consumer, this does not relieve them of
the responsibility of being friendly and helpful, despite reality.  But
in *every* case where this happens to me (once, twice per month), I take
the time to write to the airline's "consumer relations" department at
their headquarters office, stating the circumstances in a very "Jack-
Webb-just-the-facts-maam" manner, and more frequently than not, I'll get
a free ticket, or a couple upgrade certificates, or some such, along with
a nice (albeit usually xeroxed form) letter.

By the way, I don't do this just for the sake of complaining; when I
receive very good or exceptional service, I *also* take the time to write
an attaboy letter.  But as you might guess, especially when the norm seems
to include snotty airline ticket agents, these letters are few & far between.

 > 1. Is this kind of "Compassion Fare" normal in the airline industry?
 >         Obviously, she feels that Continental made money off her bad
 >         situation (which is true).

The airlines handle each case individually; I don't believe they have
a formal "compassion fare", or if they do, it's generic enough to where
a snotty ticket agent with a headache could interpret it any which way.

 > 2. Would it do any good to write a letter to someone to complain?
 >         The ticket agents she talked to in person and over the phone
 >         seemed completely unconcerned with her poor treatment.

Absolutely without a doubt; see above.  For an address, perhaps a specific
name, the people answering the airline's 800 reservations numbers are
normally happy to give you that information.

 > 3. Who would be the right person to write to in order to complain
 >         about this?  She would really love a name and address instead
 >         of just sending it blindly to Continental.

Get a headquarters name if you can.  In lieu of that, simple address it
to "Manager of Customer Relations". Or alternatively (which I've done when
the situation was extraordinarily bad), send it registered/certified mail
to the airline CEO.  Just be sure that the letter states the facts, and
is not emotional.

 > 4. Is there a regulation against this kind of "price gouging"?

Absolutely not.

 > 5. Would it do any good to write to the FAA, the Better Business
 >         Bureau, or the bankruptcy court handling Continental?

At the bottom of your letter, make it obvious (ie, "CC: xxx") that you
are sending a carbon copy to the Better Business Bureau (in the city
that their headquarters office is located in), Departmentsof Transportation,
and in the case of a safety-related issue, also the FAA and the NTSB
(National Transportation Safety Board).  Whether or not you *really*
send it to the cc's is entirely up to you, but they will play no part in
helping you to get a refund or better service next time; if anything,
the fact that they are cc'd on your letter will help.

Good luck,
Jon Arnold                        Phone: W: 603-883-1233
Nashua, New Hampshire             Fax:   W: 603-883-7350
                                         H: 603-883-6371

      "If you ain't the lead dog, the view never changes."