Continental Airlines

Continental Airlines is dedicated to providing a level of service to our customers that makes us a leader in the airline industry today. We understand that to do this we need to have a product we are proud of and employees who like coming to work everyday. Objective evidence shows that we are leading the industry in customer service.

In addition to being chosen as the airline with the highest customer satisfaction for long flights in three of the last four years by Frequent Flyer magazine & JD Power and Associates, our domestic and international service has won numerous awards, including: "Freddies" for our OnePass frequent flyer program; "Airline of the Year" by OAG; "Best Managed" by Aviation Week & Space Technology; "Most Improved Airline" by the national Airline Quality Rating study; and "Airline of the Year" by Air Transport World. Our on-time arrival, baggage delivery, and denied boarding performance has historically been among the best of the major US airlines as measured by the US Department of Transportation. Most importantly, we were named one of the 100 best places to work by Fortune Magazine and our Continental Airlines - Airline Tickets, Vacations Packages, Travel ..employees.

The plan, Customer First, contains specific, voluntary service commitments to continue this high level of performance and to improve wherever possible. While the plan does not intend to amend or replace the Contract of Carriage that defines our terms and conditions of carriage, the plan attempts to explain the applicable policies in a clear, consistent, and understandable fashion.

Customer First is the result of a joint effort of the airline industry, the U.S. Congress, and the U.S. Department of Transportation to address the key service elements that most affect our customers. To provide everyone access to this information, the plan may be downloaded in its entirety here or it may be requested at any Continental airport or Continental ticket office. We encourage all of our customers to read it carefully.

Our goal is to make every flight a safe and pleasant experience for our customers. These commitments are specifically designed to reduce the possibility that we might not reach that objective every time you fly with us and will allow us to deal promptly with any service failure. We are implementing and reinforcing company-wide training programs and systems enhancements to confirm that Continental employees are meeting these commitments, and we are measuring how well we perform. We want our customers to let us know how we're doing by calling our Customer Care department toll-free at 1-800-WECARE2.