Do you have any advice about further action I should take to get a change of policy at Continental. Below find my correspondence with Continental regarding problems I encountered related to priority seating.
Sent: 30 Sep 11 09:02:49
Subject: priority seating and carry on
I would like to inform you of a problem we encountered on flt CO1085 on Sept 14.
We had purchased extra legroom for the flight (7E 7F). The plane loaded as per normal: first class, the the rear of economy, by sections, until we were called, sitting in extra legroom, at the bulkhead between economy and first class. When we got to our seats we were told that all overhead storage was full and that our carry on would have to be checked all the way to our final destination. I objected since I had medication that if lost would have ment being out of blood pressure meds and several other important health aids. We finally checked one of our two bags and stuffed the medicine bag in front of us, negating some extra legroom, for which we paid a premium. The checked bag arrived at our final destination.
I feel if a customer is willing to spend extra money for priority seating, they should expect to have priority for their carry ons. Since the front of economy is the last to be called, it is highly probable that other passengers will fill up the overhead bins, especially now when you charge for checked baggage. Can something be done to alleviate this problem?
From: "firstname.lastname@example.org" <email@example.com>
Sent: Monday, November 7, 2011 4:46 PM
Subject: RE: priority seating and carry on
Thank you for contacting Continental Airlines.
Continental passengers board our planes by row number, starting from the rear of the aircraft and working forward. Overhead bins are available on a first-come, first-serve basis. Although our planes have some of the largest overhead storage bins in the industry, it has not been enough to keep up with growing demand. When there is no space left in the overhead bins, our customers are asked to gate check their bags.
Gate-checked luggage is placed in the cargo section of the plane and reclaimed at the luggage carousel in the arriving city. For Continental Express customers, gate-checked luggage is reclaimed at the Jetway in the arriving city. Assistive devices, such as wheelchairs are returned to customers as they exit the aircraft.
In the event you are asked to gate check your bag, we suggest you take a moment to remove medication, valuables, or items you may need during your flight or immediately upon arrival.
We appreciate your comments and have submitted them to our corporate customer care monthly report which is reviewed by our senior management team.
TRACKING NUMBER: A00007155046-00048838744
Dear Ms Harris,
Please excuse the delay in responding to your response. Quite frankly, I was amazed.
Are you telling me that I should pay extra money for priority seating which will reduce my chances of obtaining overhead carry-on storage and reduce the amount of legroom by having to put any remaining carry on under the seat ahead of me? At a minimum you have a significant customer service problem. You have not left me wanting to fly airline if I have any reasonable options.