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November 29, 2006

Continental Follows Up

I just got a letter from Continental, dated a week after the emergency landing in Bismarck.

It begins "Thank you for your patience and cooperation during the diversion of flight 1881..." and thanks me three times for my cooperation. And my patience, understanding, and support.

It reports the obvious-to-us-aboard news that after an emergency landing was declared, we were "cleared for landing and arrived without incident."

It expresses appreciation for the assistance given by Northwest Airlines' employees and stiffly relates "The reports indicate that pizza and beverages were served while customers were reaccommodated on alternate flights."

Continental "regret[s] that this situation occurred." But Continental's letter is so long and so stiff that it serves only to highlight the absence of the most obvious (yet missing) sentence: "We're sorry for the inconvenience."

The letter would have been more accurately signed by their attornies ("The Law Firm of Dewey, Cover, Butz & Howe"), not the director of customer care.

But there's a $200 certificate attached to the letter, so I'm okay with it.

Posted by Bob Pritchett at November 29, 2006 10:38 AM

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