### Kroha , Clereec e (OST) From : Sent : To : Co : Subject : Kroha , Clereec e (OST ) Friday , Februar y 12 , 201 0 11:4 6 A M Podberesky , Samue l (OST ) Re. : Th e Passenge rBil l of Right s Dea rMs . Sanfilippo , I a m writin g t o yo u o n behal f o f Mr . Sa m Podberesky i n respons e t o you rFeb . 10 , 2010 , letter . W e appreciat e th e tim e yo u too k t o contac t ou roffic e expressin g you rconcern s o f airlin e passenge rprotectio n issues . You rlette rt o Mr . Podberesk

yas wel l as th e attache d lette rt o Continenta l Airline s wil l b e poste d o n th e Departmen t o f Transportation' s Enhancin g Airlin e Passenge rProtection s rulemakin g docke t as a par t o f publi c comments , an d the y wil l b e take n int o consideratio n i n ou rcurren t an d futur e rulemakin g processe s relate d t o thes e issues . Pleas e d o no t hesitat e t o contac t m e i f yo u hav e an yquestio n regardin g thi s matter . Regards , Clereec e Y . Kroh a Tria l Attorne y U.S . Departmen t of Transportatio n Offic e o f th e Genera l Counse l Offic e o f Aviatio n Enforcemen t an d Proceeding s 120 0 Ne w Jerse yAve. , S.E . Washington , D.C . 2059 0 (202 ) 366-904 1 (202)366-715 2 ? ^ O

C O r - • • C T ) —e n C OPodberesky , Samue l (OST )

From : Sent : To : Subject : Attachments : carl o sanfilipp € _ Wednesday , February 10 , 201 0 5:5 1 Pl ^ Podberesky , Samue l (OST) * Th e Passenge rBil l o f Rights . Airline_Chaii'man_US_DOT.pd f Importance : Hig h Dea rMr . Podberesky : Attache d i s a PD F regardin g thought s o n th e Airline Passenge rBil l o f Rights . Than k yo u fo rtakin g th e tim e t o vie w this . I a m intereste d i n you rthought s o n thi s matter . Sincerely , Carl o Sanfilipp o

Hotmail : Free , truste d an d ric h ennai l service . Ge t i t now .

CT O

a - >

o o CD ' o oCarl o Sanfilipp o Carl o Sanfilipp o c/o Clair e Charbonneau

e-mail : _^_^______^^^_.^ _ 1 0 February 201 0 Mr . Samue l Podberesky f;:;3 > o Chairman ^ n: - Assistan t Gemera l Counse l for

Aviatio n Enforcemen t

an dProceeding s rj , • , U.S . Departmen t

o f Transportatio n 120 0 Ne w Jerse y Avenu e Washington , D C 2059 0 > • , ' - . US A o ii^- T a -

-. ? ) - C O ) - C/ 3 Samue l .Podberesky(g),dot . go v Dea r Mr . Podberesky : I understan dtha t

you , Senato r

Barbar aBoxe r

o f California , an dSenato r

Olympi aSnow e o f

Main e hav e bee n workin g hardtoward s mor e protectio n regardin g commercia l ai r transportatio n an d passenger s rights . I t seem s tha t

o n both domesti c an doversea s flights , U.S . airline s mus t provid e adequat e foo dan d drinkin g wate r

for passenger s withi n tw o hour s an dmaintai n operabl e lavatorie s and , wher e necessary , provid e medica l attention . Accordin g t o U.S . Transportatio n Secretary Ra y LaHood , th e rule s woul dno t appl y specificall y t o internationa l flights , bu t

airline s flyin g internationall y "mus t specif y i n advanc e thei r

ow n tim e limit s for deplanin g passengers. " An di f tarma c delays becom e aproble mo n internationa l flights , th e ne w rul e woul db e expande dt o cove r thos e flights . Th e followin g i s alette r

whic h ha s bee n sen t

t o Mr . Jeffer

y Smisek , Chairman , Presiden t an dCEO , Continenta l Airlines , Inc. , Houston , Texas , USA . A cop y o f thi s lette r ha s bee n sen t

to : Senato r

Barbar aBoxer , Unite dState s Senate ; Congresswoma n Lyn n C . Woolsey , Unite dState s Hous e o f Representatives ; Mr . Rand y Babbit , Administrator , Federa l Aviatio n Administration ; Luftfahrt-Bundesam t (LBA ) - th e Germa n equivalen t

t o th e U S Federa l Aviatio n Administration ; Mr . Jaa n Albrecht , Chie f Executiv e Officer , Sta r Allianc e Service s GmbH ; Mr . Ji mCompton , Executiv e Vic e Presiden t an dCMO , Continenta l Airlines , Inc. , em

dMs . Ann e Munoz , Senio r Director , Custome r

Care , Continenta l Airlines , Inc. . Pleas e tak e amomen t

an dle t m e kno w ho w I shoul dprocee dwit h thi s request . I amver y intereste d i n you r view s concernin g legislatio n for protectio n o f

internationa l passenger s wh o trave l with non EU airlines . I loo k forwar dt o heeirin g formyou . Than k you . Sincely , Carl o Sanfilipp oCarl o Sanfilipp o Carl o Sanfilipp o c/ o Clair e Charbonneau

e-mail i _ _ 1 0 Februar y 201 0 Mr . Jeffer y Smise k Chairman , Presiden t

an dCE O Continenta l Airlines , Inc . P.O . Bo x 6277 6 Houston , TX 77205-992 7 US A e-mail : Jeffery.Smisek@,coair.co m Dea r Mr . Smisek : Firs t o f all , congratulation s o n you r recen t commissio n a s Presiden t an dCE O o f

aworl dclas s airline , an dcongratulation s als o t o yo u an dyou r tea mfor amarvelou s jo b i n you r

merg e with Sta

r Allianc e network . Than k yo u for takin g th e tim e t o liste n t o my comment s regardin g trave l I mad e wit h Continenta l Airline s o n Decembe r

8*^, 200 9 an dJanuar y 11* , 2010 . Whe n I booke dm y fligh t i n Novembe r

200 9 th e credi t

car dpaymen t

wa s no t possibl e viainterne t du e t o technica l issues , s o I calle dan 80 0 numbe r t o mak e paymen t

ove r th e phone . A t

that time , I gav e my U S Ai r

Frequen t Flye r Accoun t NumberdHMMH^BPan daske dho w man y suitcase s I woul db e allowe dt o tak e with me ; I wa s tol dtha t internationa l flight s allowe du p to tw o suitcase s an dtha t

ther e woul db e n o additiona l costs . After aday o r so , I receive dth e followin g Confirmatio n Numbe r

viae-mai l : i O n th e da y o f travel , I wa s tol dtha t

Continental' s polic y ha dbee n change dprio r t o m y dat e o f bookin g an dwa s charge da n extr a5 0 US D ( 3 3 EUR ) for exces s baggage . Passenge r receip t 08DEC0 9 KF/D75202 FSanfilippo , Carl o PSG RTICKE T 005215166950 7 HA M C O EW RC O BOS . That woul dhav e bee n enoug h discouragement , an dI reall y di dno t nee dt o tak e tw o suitcase s with m e a s I coul dhav e travele dwith les s garment s ha dI known ; however , thi s wa s jus t th e beginnin g o f m y disappointmen t

wit h Continenta l Airlines . O n my return tri p fro mBoston , w e ha dt o si t nearl y 4 5 minute s o n th e tarmac , but w e lande dat Liberty Internationa l with ca . 5 7 minute s remainin g t o catc h m y connectin g fligh t t o Hamburg , Germany . Afte r boardin g flight

C07 4 w e wer e soo n informe db y ou r captai n tha t

ther e wer e "technica l difficulties " o n boar dan dou r fligh t woul db e delayed , an dtha t w e migh t

nee dt o refiael . Durin g th e lon g wai t afe w passenger s ha dt o leav e thei r seat s i n orde r

t o us e th e lavatory . Thes e passenger s wer e reprimande db y th e flight attendants ; bu t

neve r th e less , after

sittin g o n th e tarma c for ove r 3hour s ou r

plan e returne dt o th e gat e wer e passenger s wer e tol dthe y coul dexi t th e aircraf

t i f the y s o choose , but

w e wer e instructe dt o sta y near th e gat e a s w e migh t

b e departin g agai n soon . Nearl y al l th e passenger s cjios e t o leav e th e plane , but som e remained . Shortl y thereafter , th e flight attendants cam e bac k

askin g al l passenger s t o deboar dth e plan e an dtak e al l persona l belonging s with them . W e wer e the n tol dt o for

malin e a t

th e gat e i n orde r

t o receiv e a n 8 dollar

Continenta l mea l voucher . M y vouche r

wa s on e o f

th e las t t o b e hande dout , an db y th e tim e I receive dth e voucher , i t wa s tim e t o reboar dth e plane . Th e vouche r (Coupo n NumberJJHHlHIHH M ^ ^ ^^^ Y vali dat aU.S . airport

an dfor th e dat e o f

issu e 0 1 -1 1 -10 . I t

wa s issue dat

EW Rfor Fligh t Nr . 74 . Unfortunatel y I wa s not

abl e t o mak e us e o f

th e voucher . I f

th e voucher s coul dhav e bee n distribute dt o th e passenger s o n boarddurin g th e wai t o n th e tarma c thi s migh t hav e bee n avoided . W e wer e not

informe dtha t

w e migh t

mak e tw o telephon e calls , tele x o r fa x messages , o r

e-mai l messages . Ou r

flight wa s schedule dt o depart at 5:5 0 p man dw e di dno t

prepar e t o lif

t of f unti l 10:3 0 pm . A t thi s poin t o f th e journe y with Continenta l Airlines , on e woul dhop e tha t th e wors t

was over ; however , muc h t o m y disma y i t wa s not . Afte r

landin g i n Hambur g wit h ove r four hour s o f delay , I waite di n vai n for

m y luggage . I t

ha dbee n lef

t behin dat

Libert y International . Afte r alon g wai t

at th e carousel , I proceede dt o th e baggag e clai mdes k wer e I receive darepor t

printou t (Re f Nr . IMMMHHHHHHJJHH^Btt ) an dwa s informe dtha t I woul db e contacte da s soo n a s my suitcas e (baggag e check4HllH^H[|iV ) ha darrived . Thereafter , I wen t

t o th e informatio n des k

at th e airpor t

i n Hambur g t o inquir e a s t o wher e I migh t file comments/complaints . I wa s give n abrochur e publishe db y th e Europea n Commission , Directorate-Genera l for

Energ y an dTransport , i n Brussel s regardin g ai r passenge r

rights , an d directe dt o th e servic e des k o f Continenta l Airlines . A t

that des k I me t fello w passenger s wh o ha d bee n informe dtha t

thei r flights woul db e rebooke dt o thei r final destinatio n (thi s ha dno t bee n don e for some ) an dother s wh o als o wante dt o kno w wh o t o contac t regardin g thi s matter . I aske dth e perso n at th e des k wha t th e limit s wer e for

flight delays , sh e coul donl y tel l m e i f th e flight originate dwithi n Europ e t o reques t arefun do f

my ticke t

i f th e flight dela y exceed s five hours , an d i t i s interestin g t o kno w tha t w e jus t misse dtha t

mar k b y 2 0 minutes. ' I the n aske dfor

th e nam e an daddres s o f th e CE O o f

Continenta l Airlines , sadl y t o say sh e coul d onl y offe r m e th e nam e o f

he r supervisor ; Statio n Manage r Sea dOdabasic . Sh e wa s kin denoug h t o giv e m e hi s telephon e numbe r an dabusines s car do f

th e Internationa l Concierg e o f Continenta l Airlines , Ms . Juli aRumohr . Certainl y stronge r

protection s fo r

you r passenger s i s a

n importan t

rol e i n Continental' s strateg y for gainin g alarge r

shar e o f trus t an dcommitmen t

fro mit s customers . Wit

h tha t i n mind , woul dyo u pleas e infor

mm e o f Continental' s curren t

an dforeseeabl e limit s for deplanin g tarma c strande d passenger s o n internationa l flights departin g fro man darrivin g i n th e Unite dStates , an dwha t provision s yo u envisio n regardin g adequat e foo dan ddrinkin g wate r fo r passengers , withi n wha t tim e frame , o f

th e aircraf

t bein g delaye do n th e tarmac ? D o yo u pla n to maintai n operabl e lavatorie s and , i f necessary , provid e medica l attentio n for thes e passengers ? I n th e first

tw o quarter s o f

2009 , 61 3 plane s wer e delaye do n tarmac s fo r mor e tha n thre e hour s with passenger s o n board , accordin g t o th e U.S . Departmen t o f Transportation . Ca n yo u pleas e tel l m e ho w man y domesti c (andinternational ) delay s o f thre e hour s o r

mor e Continenta l ha dfor 200 9 an d what you r prediction s for

th e yea r 201 0 migh t

be ? Unite dState s Senator s Barbar aBoxe r (D-CA ) an dOlympi aSnow e (R-ME ) recentl y praise dTransportatio n Secretary Ray LaHood' s armouncemen t o f ane w rul e t o protec t

airlin e passenger s right s that includ e muc h o f

thei r legislation , th e Airlin e Passenge r Bil l o f Rights . I wil l b e contactin g Senato r

Barbar aBoxe r

at info(a),barbaraboxer.co mt o find out mor e o n he r

view s concernin g legislatio n for protectio n o f

internationa l passenger s a s wel l a s Congresswoma n Lyn n C . Woolsey , Unite dState s Hous e o f Representatives , an dMr . Samuel Podberesky , Chairman , Assistan t General Counse l for

Aviatio n Enforcemen t

an dProceedings , U.S . Departmen t o f Transportation , regardin g aviatio n consume r protectio n a t

airconsumer2@,dot.gov . A frien do f

min e wh o i s journalis t

at De r Spiege l (on e o f

Europe' s larges t

weekl y magazine s with a weekl y circulatio n o f

mor e tha n on e million ) her e i n Hamburg , Germany , recentl y booke daflight with Continenta l Airline s t o Libert y International . After my recoun t

o f th e journe y I encountere d there , h e considere dcancelin g hi s flight an dr e bookin g with Lufthansa . I assure dhi mthat suc h delay s ar e mor e likel y a

n exceptio n t o th e rul e an dtha t you r fleet i s moder n an dyou r

cre w both friendl y an defficient . H e understand s tha t th e term s o f

baggag e hav e changed , but wa s surprise d that Continenta l Airlines , unlik e he r Sta r Allianc e Partner , Lufthansa , di dno t hono r th e chang e i n term s o f luggag e limitation s unti l year' s end . I s ther e any particular reaso n wh y thi s coul dnot hav e bee n incorporate di n Continental' s pric e politic s a s well ? Regulatio n 261/200 4 o f

th e Europea n Parliamen t an dth e Europea n Counci l o f 1 1 Februar y 200 4 establishe dcommo n rule s o n compensatio n an dassistanc e t o passengers . Thi s regulatio n applies t o al l airlin e flights departin g fro ma n E U airport

o r t o an y airlin e license di n th e E U i f tha t flight i s departin g fro ma

n airport outsid e th e E U t o adestinatio n at a n airpor t i n an E U membe r

state ; however , thi s regulatio n canno t cove r flights b y non-E U airline s departin g an airpor t outside o f

th e EU becaus e thi s woul db e an extra-territoria l clause , extendin g right s an dcreatin g obligation s for non-E U airlines , beyon dth e border s o f th e EU . Fo r

thi s reaso n I wil l not

b e askin g for

a compensatio n i n th e amoun t o f 60 0 EU R(th e flight

wa s greate r

tha n 3,50 0 k mi n distance ) for custome r inconvenience . A "Passenge r right s i n cas e o f

denie dboarding , downgrading , cancellatio n o r lon g delay o f

thei r flight unde r Regulatio n (EC ) 261/2004 " for mwil l b e sen t

to : Luftfahrt-Bundesamt

(LBA) , Hermann-Blenk-Str . 26 , 3810 8 BRAUNSCHWEIG , German y - fluggastrechte@lba.de . Additionally , I hav e contacte dMr . J . Randolp h Babbitt , Administrator , Federa l Aviatio n Administration , e-mail : Randv.Babbitt@faa.go v for further commen t

regardin g update s for

fixture regulation s concernin g a

n "Airlin e Bil l o f

Right s for

Internationa l Passengers. " Mos t likel y issue s o f

thi s natur e woul dinteres t Mr . Jaa n Albrecht , Chie f Executiv e Officer , Sta

r Allianc e Services , GmbH , Jaan.Albrecht@,staralliance.com : Mr . Ji mCompton , Executiv e Vic e Presiden t an dCMO , Continenta l Airlines , Inc. , Jim.Compton(g),coair.co man dMs . Ann e Munoz , Senio r Director , Custome r

Care , Continenta l Airlines , Inc. , Anne.Munoz@,coair.co ma s well . Fo r thi s reason , I hav e sen t

thi s lette r

i n cop y t o variou s representative s o f th e media , a s wel l a s official s o f Continenta l Airlines , Star Alliance , th e Ai r

Transport

Association , consume r

right s group s an d governmen t

official s t o mak e the mawar e o f wha t occurre dwith th e hop e o f preventin g similar incident s i n th e fixture. I t certainl y i s a

n improvemen t

tha t U S domesti c passenger s ar e n o longe r require dt o sta

y o n th e tarma c fo r hour s o n end , bu t

not i f tha t mean s mor e delaye dflights (whic h wil l no t b e levie dheav y fines for exceedin g th e thre e hou r limit ) for internationa l passengers . I f th e non-E U airline s hav e n o limit s a s t o tarma c dela y for thei r internationa l flights, ther e woul db e fe w goo dreason s for choosin g t o fly with aU S carrie r i n th e future . Man y o f

u s wh o too k

Continental' s flight

C07 4 (Januar y 11* ) woul dhav e bee n entitle dt o a60 0 EU Rcompensatio n (unde r th e E U regulation ) ha d w e chose n aflight

operate db y a n E U airline .I f

thi s i s th e case , the n I fully empathiz e with you r predicament , Mr . Smisek , an das k yo u t o b e liones t with you r

passengers , an dw e wil l humbl y boo k ou r flights t o an dfro mEurop e (an dth e worl doutsid e th e US ) with an airlin e tha t can offe r mor e comfort

an dcompensation . Thank yo u very muc h for

takin g th e tim e t o vie w my comment s an dcomplaints . I loo k forwardt o hearin g fro myo u soon , an dhop e tha t yo u can she dsom e ligh t o n wha t seem s t o b e arathe r turbulen t tim e regardin g ne w an dol dairlin e policy . Your s truly . Carl o Sanfilipp o

Custome r Commen t

Car dInfo : Name : Carl o Sanfilipp o 

### Tel . :^HilHllHHMB i Dat e o f Flight : Januar y 11 , 201 0 an dDecembe r 8 , 200 9 Fhgh t Number : C07 4 From : Liberty International , Ne w Jerse y To : Hamburg , German y OnePas s Accoun t

Number: ' Emai l Address ? Yes , I woul dlik e arespons e fro msomeon e a t Continental .