“It seems like these airlines do not care about their customers”

When Seth Kunis booked a Thanksgiving flight on Continental Airlines, it included a snack. It’s a small thing, he admits. But when Continental changed its onboard food program, he felt the airline had reneged on a deal.

I’m sure that some of you reading this will agree with Kunis about this being a small thing. What’s a little snack in the grand scheme of things?

The problem is that for airlines, this has been a pattern of behavior during the a la carte revolution: They take something that was once included in the price of the ticket, unbundle it from the fare, but leave the price unchanged.

The government took steps to stop airlines from imposing their new luggage fees on old tickets a few years ago. But it doesn’t normally get involved in minor issues, like those involving airline meals.

So Kunis decided to let Continental know he was unhappy.

“I honestly don’t know what else to do,” he told me. “It seems like these airlines do not care about their customers and they may have lost a lifelong customer.”

Here’s his first note to the airline:

I booked a flight in coach in January 2010 for travel over the Thanksgiving weekend. That flight included a snack in the fare.

With Continental switching to paid meals after October 12th how will my flight be handled? Do I lose the snack that I paid for?

Here’s the airline’s response:

Thank you for contacting Continental Airlines.

I understand you had some concerns about our new meal policy. Our traditional free-food model, which served us well for many years, has been updated to reflect today’s market and customer preferences.

Meals are a complimentary amenity that Continental Airlines traditionally supplied to our customers. To ensure profitability in a competitive industry, we could no longer offer complimentary meals when competitors were charging for meals or not serving meals at all. Research indicated that economy travelers do not select their airline based on the meal service.

We will continue offering complimentary meals for most international flights and BusinessFirst and First Class customers. Most other flights will have food for sale onboard. Food choices will vary by flight. Shorter flights may have snacks, such as candy bars, cookies, chips, and trail mix, while longer flights may offer salads, sandwiches, or wraps.

Please remember, we now have cashless cabins, so credit or debit cards are required for purchasing products and services onboard our planes.

Customers with special dietary requirements may be interested in visiting airport vendors or bringing food items from home.

We appreciate your business and look forward to welcoming you onboard your next Continental Airlines flight.

Huh? Did they even bother to read his first email?

So he tried again.

Can you please verify if the flight I booked in January 2010 (for flight in November 2010) under confirmation number [redacted] includes a free food service? I booked this flight in January 2010 and at that time there was a meal service included with the flight.

I have called and spoken to two people at Continental and neither of them could give me a definitive answer.

If however, Continental has decided to remove this option from my already paid fare, that included a meal, I am requesting four meal vouchers. One for each leg of mine and my wife’s flights in November.

I think this is a reasonable request. But not to Continental.

Thank you for contacting Continental Airlines.

Beginning October 21, 2010, the new food-for-purchase menu will replace the complimentary meals and snacks currently served in the economy cabin on the select routes. Continental will continue to offer complimentary food in the economy cabin on all intercontinental and certain other international routes, and on long-haul domestic routes over six and a half hours. Continental will also continue complimentary food service in the front cabin (first class and BusinessFirst) on routes worldwide.

I respectfully decline your request for complimentary meal vouchers as this circumstance is not one for which we would normally compensate.

We appreciate your e-mail and look forward to welcoming you aboard your upcoming Continental Airlines flight.

That didn’t sit well with Kunis.

I respectfully disagree with your assessment of the situation. I am a long time customer of Continental and have always chosen your airline because of the excellent customer service and added amenities. However, I purchased two airline tickets that were advertised (I have the original confirmation to prove this) to come with a meal. To remove this and not offer to compensate me for this is not acceptable.

I again am asking for either meal vouchers for these flights or equal compensation.

I further request this complaint be escalated to a higher level so it gets the proper attention it deserves.

Fortunately, he had a few contacts in Continental’s executive office. I heard from him a few days later.

I actually did and after pushing and prodding I finally got somewhere with the president’s office. They ended up giving my wife and I each a $50 American Express gift card to pay for food prior to getting on the flight.

If it wasn’t for all the articles of yours that I read I would have never been able to get this resolved.

I’m not sure if snacks will cost the couple $100, but it’s a nice gesture by Continental. I’m glad someone finally took the time to listen to him.

  • John C

    Another example of the amazing airline industry and their desire to excel. That actually seems like false advertising and could be pursued if the airlines didn’t have the government wrapped thier fingers.

    I am glad that Continental’s executives realize that loyal customers are something to be valued. That has been my experience with other airlines. I just wish they could instill this in the first line customer care service providers.

  • Charles Lichtenwalner

    Another example of the benefit of “sticking to your guns”. When you buy something, you should get what you spend your money on. Kudos to Seth for perservering and triumphing.

  • Joe R

    But it’s also another example of the extraordinary lengths you have to go in order to actually get even a simple customer service concession.

  • Chris in NC

    I’m glad that the Mr. Kunis got satisfaction. On principle, I silently cheer, but frankly, I find the situation to be petty.

    Perhaps consumers should use the trump card (ie contacting executives) for something much more serious. I realize that I am probably in the minority in this, but I would have saved my “get out of jail free” card for when I was really in trouble. Now, if Mr. Kunis has another issue and contacts Continental executives again, he may be labeled a complainer.

    Does anyone who travel frequently domestically actually enjoy those meals? How hard is it to pack snacks or a sandwich? I remember years ago being served a pasta salad on US Air in first class that almost made me sick. I have not flown Continental in years, but remember being served a subway sandwich, but that was a long time ago!

    I guess, if Mr. Kunis feels he “made a difference” then he’s wrong. He just got bought off for being persistent.

  • sam

    Per Neil Armstrong: “That’s one small step for man, one giant leap for mankind.”

  • http://www.sanibel-rentals.net Sylvia

    I don’t blame the customer for “pushing”: it’s the principle, not the price, in this instance. Glad he won.

  • Chris in NC

    One other thing…

    @ John C “I am glad that Continental’s executives realize that loyal customers are something to be valued.”

    I read nothing to suggest that Mr. Kunis is a loyal customer. Maybe he is, maybe he isn’t, but the article just states that he booked a flight on CO. My point is, will Mr. Kunis continue to book CO for future travel? Since ALL domestic airlines have discontinued meals, my gut feeling (no pun intended) is that he will simply book the next flight at the lowest price regardless of airline. If he does stay with CO, will he demand meal vouchers every time he flies?

    @ Elliott
    As much as I detest a la carte pricing, un-bundling meals doesn’t hit a nerve like other things. Here’s my reasoning: when airlines served meals, not all flights had meals, yet the class of service cost the same. A red-eye that didn’t have a meal didn’t cost less than an afternoon flight that served dinner.

    I realize I am starting off the day being somewhat negative, but I do find this to be trivial! Based on the 2 comments so far, I think I am in the minority!

  • Question About Cash Less

    Christopher: This article reminds me of a question I have had for some time regarding the “cashless cabins”. I understand why it makes sense to go this route, but I have frequently wondered how does this affect unaccompanied minors? I have to believe many of them do not have credit or debit cards. How do the cashless airlines serve them? I certainly would not want a younger person on a longer flight to go hungry.

  • Mark K

    Continental has been advertising for over a year now that they were discontinuing the free meals in coach. I am confused as to why someone who reads this site and claims to be a long term CO customer would not be aware of this. While no firm date to end free meals had been set last January when his tickets were bought, it was constantly mentioned that free meals would end this fall. I had been surprised the past couple times I flew CO and still received the so called meal. Even after the change to no free meals, CO tickets purchased now still show a “meal service” for coach tickets on flights over 2 hours (there is a note that the “meals” are for purchase). It is great that this flyer was able to get something from Continental that made him happy. I also don’t see why anyone would by a ticket that far in advance (unless it was a miles redemption ticket) because of how the airline industry is these days – the airline could have been out of business after 11 months!

    I am actually glad to see the meals go. It wasn’t a “meal” you got any more on most flights but a more like a snack. If these “meals” actually cost the airline as much as they claimed, it might just keep the ticket prices down a couple dollars for a while since they don’t have to hand them out.

    Of course I am disappointed whenever one of my few favorite airlines drops another service because they claim it serves the flyers better, but until the flyers stop flying, this will continue even though there is less and less service that it seems can be dropped.

  • Liz

    @ Chris (NC) In his follow-up email, Mr. Kunis states “I am a long time customer of Continental” i.e., a loyal customer by my interpretation.

    I agree with you that this is a trivial issue, and even Mr. Kunis said so, and I also agree that meal service is one of the few fees that doesn’t really bother me. But I also don’t blame him for arguing on the principle of the matter. If you purchased a vacuum cleaner which advertised 10 different attachments, and you opened the box to only find 8 or 9, you would probably be annoyed even if you didn’t bother to pursue the matter. At the time Mr. Kunis bought his tickets, the snack was included in the price. Therefore, he should be entitled to a snack when he flies. The next time he purchases a ticket (at Continental or anywhere else) which is clearly NOT including meal service, he isn’t entitled to a meal voucher, gift certificate, or anything else.

    I find it ridiculous that Continental decided to resolve this by giving them $100 instead of just offering a dang bag of peanuts. Maybe it’s payment for the hassle they put him through, but wouldn’t it have been easier/cheaper to do the right thing the first time?

  • Chris in NC

    When flying domestic in today’s day and age, ASSUME there is no meal service. If everyone made that assumption and planned for it, there wouldn’t be a problem. The longest flight in the lower 48 states is AS, which flies a 6 hour route from MIA to SEA. Outside of passengers with medical problems (ie diabetics), no healthy passenger (adult or child) will suffer any medical consequences from fasting 6 hours!

    Having said that, we just took 3 long haul domestic flights earlier this month. The longest flight segment, ATL to SEA was on Delta. They served 3 rounds of drinks, offered “snacks” (pretzels, cookies or crackers), but everything else in cattle (I mean coach) class was for purchase. Here’s the kicker, they were out of sandwiches and cheese/fruit plate. On the return, we flew AA, which to our surprise did not even offer complementary “snacks.” Since we travel frequently, my wife always packs a generous snack bag.

    For unaccompanied minors is that the parent needs have to be proactive and pack a bag lunch, just like the good ole days. The other way is to obtain a pre-paid credit card, and load a small amount on the card, like $20. Its really not that much of an inconvenience!

  • MarkieA

    Just as many of us suspected the whole time. The airlines claim that they are “unbundling” the prices due to customer preference. If that were true, then Mr. Kunis’s ticket price should have indeed gone down. After all, he paid for the tickets when the price included meals. Take out the meals, and the price should come down. That’s a no-brainer, right?

  • Jennifer Hanuschak

    The squeaky wheel gets the grease! Good for him! When you pay for a service, and the confirmation says what it’s included in that service, then what is promised has to be what you get…nothing less! If there was some kind of emergency, I could see an exception, but for a normal routine business transaction, one should get what he/she has paid for. The airlines are cutting corners for business-related reasons, so why shouldn’t we hold them to their own standards, for business-related reasons?! No matter what it is, if it’s in the contract, then it needs to be available!

  • Chris in NC

    @ Liz,

    “Long time customer” could mean that he books 1 flight every other year for 20 years. Plus, don’t all customer service letters start with “I’ve been a long time customer of …. ”

    By your same argument, what if his flight had been rescheduled into a time block that did NOT provide a snack? ie, the flight was canceled due to weather and he had to take an earlier or later flight? Since he booked a flight with a meal service, is he entitled to a meal voucher because the new flight didn’t have scheduled meal service?

  • Lisa

    @Chris in NC: I agree with you that you are in the minority. Mr. Kunis bought a ticket that included a snack. If, as the airlines (dubiously) claim, unbundled services result in a lower fare for customers, then Mr. Kunis was entitled to a meal voucher or a refund on the snack portion of his ticket–neither of which Continental offered originally. I liken this situation to buying a concert ticket or theater ticket on the main floor in the 10th row (a row I like) and then being told, “we are switching you to the 35th row” (a row I don’t like as much and in which I didn’t buy a ticket). After all, what’s the difference? I still get to see the event, right? In my book, it’s called not providing the service I paid for and it should be illegal.

    While I am not sure I would have made the effort, I am glad that Mr. Kunis did because he demanded that Continental honor its promise. Too often we let companies and politicians get away with what I call legalized theft. I am glad that Mr. Kunis said no. Thank you, Chris Elliot, for letting us know about this. It was a fun read.

    Finally, to address your last comment, Mr. Kunis did tell us and Continental that “I am a long time customer of Continental and have always chosen your airline because of the excellent customer service and added amenities.” Thus, he was letting Continental know they were jeapordizing potential future revenue.

    I find it really sad and disappointing that refusing to allow one’s self be cheated/ripped off/robbed is considered trivial, which is why I felt moved to comment on your comments, Chris in NC. I am not trying to pick on you, but I feel that as most of us shrug our shoulders about the “little” or “trivial” inequities and thefts (because that is what it is if you pay for something and don’t receive it; it is theft) we open the doors to usher in the bigger inequities and criminal activity in which so many companies attempt to engage until laws and new regulations are passed. I feel that Mr. Kunis knows future tickets on Continental won’t include a snack and because he knows this BEFORE he buys the ticket he can make an INFORMED decision as to whether he wants to buy the ticket. Why is it “trivial” to expect a company to provide the goods and services that were purchased?

  • Carver

    I agree with Chris in NC. Kunis should have used his magic card for a serious issue, not something petty like this.

    As far as unbundling goes, I’l say it till I am blue in the face. I just bought a ticket to LA for $49 each way, and have purchased them as low as $29.00 each way with one day notice.

    If the airlines can give me rock bottom prices, they can unbundle everything as far as I am concerned. Give me a seat and I am happy.

    I am amazed by the people who don’t get that nothing is free. The only question is, whether the item is included in the ticket, or charged seperately.

  • thomas h white

    In response to cashless cabins –

    Some 29 percent of poll respondents reported that they do not have a credit card. That was a more than 10 percent jump from the number of respondents who reported having no credit cards in June 2009. (Source: Scientific poll for CreditCards.com, conducted Feb. 5-7, 2010)

    Eighty percent of consumers currently own a debit card, compared to 78 percent who own a credit card. (Source: “The Survey of Consumer Payment Choice,” Federal Reserve Bank of Boston, January 2010)

    These numbers vary on the number of people with credit cards, but it still remains around 20%. 20% don’t own a debit card.

    I know that I have to purchase flight tickets for my sister who has neither. Cashless cabins don’t work out real well for her.

  • Steve

    I think in general, unbundling meals from the ticket price is a non-issue. How many people really enjoyed those in-flight meals, anyway?

    In this particular case, though, it’s the principle of the thing. As Mr. Kunis stated, when he purchased the tickets the price included a meal, and his confirmation clearly states this. Continental can certainly change their meal service and unbundle meals for future ticket purchases – but they can’t do it to people who’ve already paid for a ticket that included the price of a meal. That’s incredibly dishonest.

    Unbundling is fine; not giving the customer what he paid for is not.

  • Bill

    They should have grandfathered the tickets they already sold so they would have meals. Although it seems petty, the attitude of customer service is possibly what caused the escalation rather than the actual meal situation.

    I find the crap that United sells on their under three hour flights to be not worth purchasing. I expect that’s what’ll be in Continental too. At least you can keep it in your emergency food reserve, I think it keeps quite awhile!

  • Bill

    On the subject of credit/debit cards, it is my understanding that anyone who wants one can get a pre-paid one before they board. Alternatively, they can take a meal with them that they purchased at the airport. People who don’t have these cards need to plan a lot of things already – they should be used to getting around the “cashless cabin” thing.

  • Plat flyer

    There are injustices all over the place, but $100 in place of a snack? It wasn’t even a full meal, it was a snack. Continental should have offered 2 meal vouchers as compensation (how in the world are they supposed to provide a snack to the one passenger that bought his ticket 11 months in advance and before the snack was dropped from his flight). Shame on Continental for offering $100 for his trouble. And shame on him for accepting it. Continental is not the only unethical party in this story!

  • Plat flyer

    And anyway, who really needs the airline to provide any sort of meal? Bring some treats on with you, along with a bottle of water, and BINGO, you can last the few hours you’re on the plane…

  • http://www.cutcat.com ChelseaGirl

    I guess I am in the minority, but wow, who gives a hoot about their lousy food? I don’t want their snacks and I bring my own. First of all, the airline was offering a snack, not a meal, so meal vouchers would be worth more than what the snack was worth. Second, the customer did not “pay” for a snack when he bought his ticket. A snack was included and then the policy changed. But yes, it is trivial and Mr. Kunis must have a lot of free time on his hands…We are talking about cheese and crackers here. I wouldn’t waste my time writing a letter to an airline about an issue like this. I’ll save my ire for real problems.

  • jamru

    I second Lisa’s comments. While the meal issue in and of iteself might be trivial, there’s been a continued erosion of amenities and service with air travel, and folks need to draw a line in the sand somewhere. At this point, I travel with my own blanket, inflatable pillow, food, beverage, and enterainment (book, iPod, etc.) because it’s likely that any or all of these will be unavailable on a flight, while being told by airlines that these changes “reflect today’s market and customer preferences”. Really? It’s certainly not my preference. I would gladly pay a premium for improved amenities on flights and improved customer service, and often book more expensive airfares to fly with carriers I prefer. But unfortunately the alternatives are so poor and the time/energy it takes to confront the ever-deteriorating flight experience is to great, that we end up enabling the downward spiral of customer service. Hats off to Mr. Kunis for taking a stand–really until more of us do so (on whichever issues matter most to us) air travel is probably not going to get better.

  • Carver

    Chris in NC makes an excellent point. Food isn’t necessarily promised. Even when “free” meals/snacks were more common, if your flight is rescheduled, you may get a different meal, or possibly no meal at all. One would not expect to get a voucher under those circumstances.

  • Mike Z

    @Chris in NC, Carver, Plat flyer, and ChelseaGirl

    The issue here is not the meals, snack, or even the cost of the items. The issue is the unblundling of services by the airlines and not getting what you paid for. His ticket said in print what he was entitled to. The airline was now saying he was not entitled to what he contracted for.

    Now, for the last several years the airlines have been unbundling, saying that it will result in cheaper ticket prices. So by the airline’s own theory, he should have paid less for his ticket than he actually did. The airline had two choices in the matter, provide a voucher equal to the amount that the snaks would now cost, or refund a portion of the ticket price that reflects the cost of the snacks. The airline did neither, and so he had to escalate. the $100 gift card was not to compensate for the snacks, it was to compensate for the stupidity of the customer service by the airline.

    And if you all think this stuff is so trivial, then why did the airlines figure they needed to unbundle all this stuff in the first place? I think it could be because now that they charge for everything, they are making BILLIONS of dollars off these “trivial” things.

  • Chris in NC

    Since I seem to have taken some heat for my original post, let me clarify…

    Serious issues:
    1) Due to an airline schedule change, your outbound flight was rescheduled for 3 days later, and being told there is nothing the airline can do about it.
    2) Being told 1 week before your trip that the airline has cancelled your flight, they won’t rebook you and all they are obligated to do is refund your money.
    3) Sitting on the tarmac for 3 hours with no air conditioning, not being served any water, and told you can’t use the restroom.
    4) Your luggage is lost, and the airline can’t find it, and refuses to compensate you.
    5) Your missed your connecting flight the tight connection that the airline scheduled was unrealistic, then being told you are out of luck, the next flight isn’t for 2 days and you’re on your own.

    Trivial issues
    1) I wanted to buy the fruit and cheese plate, but they ran out before they go to me.
    2) My seat didn’t recline because I was seated in front of the exit row.
    3) The audio jack didn’t have sound so I couldn’t hear the movie.
    4) I didn’t get my meal
    5) They ran out of blankets on my flight
    6) I reserved a window seat, (but due to equipment change), I was stuck in a middle seat.
    7) My spouse/partner wasn’t seated next to me, and the flight is full and no one will change seats with me
    8) We were promised a 767 with a movie, but due to equipment change, we had to fly in a 737.

  • http://www.talestoldfromtheroad.com Dick Jordan

    Those of who wish the airlines would throw us Coach passengers a bone (or at least a bag of pretzels) if not a meal on all flights, regardless of length, have gotten just what those who believe Cheapest Is Best have asked for: No in-flight food at all.

  • Carver

    @Mike Z

    The issue is the unblundling of services by the airlines and not getting what you paid for.
    ———————————————-

    Alas, we must read the fine print. The meals are “complimentary” That means that legally they are not included in the price of the ticket. When an attorney places that language in a contract, what that means is that the party is not obligated to continue providing that service.

    So technically the OP didn’t pay for a snack.

  • Liz

    “1) I wanted to buy the fruit and cheese plate, but they ran out before they go to me.”

    It’d be more representative of what happened to say “I paid for the fruit & cheese plate, they ran out before they got to me, and they kept my money anyway.” If you went to a restaurant and paid a flat fee for a 3-course meal, only to find out that you weren’t getting one of the courses due to a ‘policy change’ you might be unhappy as well.

    Or #3. If you paid for the airline’s headphones but the broken audio jack rendered them useless, would you be fine with that?

    I do agree this is a trivial issue, airplane food isn’t great, I wouldn’t have bothered with it, and he went further up the ladder than the situation warranted. But I still think it’s a legitimate complaint.

  • Mary Graham

    Too bad the poor guy had to go to the president’s office to get any kind of customer service satisfaction. The president ought to be asking, “What’s wrong with this picture?”

  • Liz

    All right, based on Carver’s latest post (which didn’t appear before I posted my last comment) I’ll concede that the snack isn’t covered in the ticket and Mr. Kunis isn’t entitled to anything.

    However, from a customer service pov this is still egg on Continental’s face as they’ve generated additional negative publicity for themselves and then compounded it by throwing in the towel and issuing $100 cards. Stupid way to do business–piss off your customers over a $2 bag of crackers, then give them $100 to make up for it.

  • Arizona Road Warrior

    @ Chris in NC – I agree with your serious issues and in general to your trivial issues; however, there could be some possible exceptions to some of your trivial issues.

    “3) The audio jack didn’t have sound so I couldn’t hear the movie.” – - – - – -For short-haul flights (under 3 hours), this is triva. However, if you are on a long-haul flight (i.e. 3 or more hours) this could be a ‘moderate’ issue. My wife was on a flight from SEA to NRT on Northwest Airlines back in 2005. She was sitting in Coach and she had no sound for the IFE. They moved her to another seat (an inferior seat) with a working IFE. The FAs on the flight automatically gave her 10,000 miles without my wife asking for any compensation or having any thoughts about asking for compensation.

    Last month, I was on an United flight from SFO to ICN and the entire IFE and the overhead lights were down (every class of service, every seat, etc.) for this 10-hr flight. The IFE and lights were down when the boarding process started as well as the flight was delayed for an hour to fix a leak. How about fixing the IFE and lights during this extra hour? I was sitting in my business class seat in the dark for 10 hours without an IFE to watch or lights to review a RFP document which I needed to review for work…couldn’t work or couldn’t be entertained.

    “8) We were promised a 767 with a movie, but due to equipment change, we had to fly in a 737.”—–It is unlikely that a 737 will replace a 767 since most airlines generally use 767s for long-haul flights…mostly international flights. Also, there are generally more seats on a 767 (204 seats on a US Airways 767) than a 737 (126 seats on a US Airways 737-300 Ver 1 or 134 seats on a US Airways 737-300 Ver 2)…it will be hard to seat everyone For example, US Airways uses the 767-200 for its international flights. I don’t know if a 737 could fly more than 5 hours.

    Regardless of the number of seats or if a 737 could travel as long as a 767, it goes back to my previous comments…if you are on a long-haul flight (3 or more hours), it is tough to sit for 5 to 10 hours without an IFE. Recently, I had a round-trip flight on US Airways between PHX and BOS…these flights were 5 hours; no IFE on both flights since US Airways have no IFE on its domestic flights within the 48 states and no power outlets on the plane.

    “6) I reserved a window seat, (but due to equipment change), I was stuck in a middle seat.” —-Again, it could be a moderate issue depending upon the flight. If the flight was only an hour, it is trivia…if the flight was 10 hours that is another story. I have been bumped twice from FC to Coach on US Airways due to equipment changes (A320 to 737…12 seats down to 8 seats)…both times, US Airways didn’t want to assign seats to the four FC passengers that were bumped instead they wanted to wait to see if any of the 8 FC passengers didn’t show at the gate (20 minutes before flight departure) before assigning seats to these four FC passengers. The probability would have been very high that only middle seats would have been available. Both of these flights were 3+ hour flights and always full. Both times, I had to call the executive office in Tempe from the airport to get a seat in coach since the US Airways personnel at the aiport didn’t want to give me a seat when I checked in both times because they wanted the four FC passengers to wait until 20 minutes before departure to get their seat assignments. IMHO, they should have assigned us seats in coach and put us four passengers on top of the stand-by list for FC instead of wanting us to wait until 20 minutes before departure on these flights were FC are always full.

  • SA

    This is one of the most ridiculous complaints I have ever read. Does Mr. Kunis really have nothing of importance to do? Is he that bored?!

    He needs to get over himself.

    Airlines are businesses, not charities. If passengers keep insisting on airfares that are so low they don’t even cover the cost of transporting their butts…they need to be prepared for amenities to disappear.

  • Toni

    Oh, grow up. So, yeah, maybe I can agree with you — on a very narrowly defined principle, and even then, only a bit. I mean, really. Pick your battles. You can’t pack a sandwich or a banana or a breakfast bar from home? (Food isn’t a liquid and therefore not a problem at TSA.) You can’t BUY something at the airport for less money than you earn in the time you spent fighting this particular battle? You pick a flight based on “snack” availability? You took no less than ONE HUNDRED DOLLARS in compensation for this….making your ticket sale most probably a total LOSS to Continental? Do you folks realize you’re paying less to fly now than you did 30 years ago? AND YOU WONDER WHY THE AIRLINE EMPLOYEES, WHOSE WAGE AND BENEFIT CUTS UNDERWRITE YOUR LOW TICKET COSTS, DON’T SMILE AT YOU?

  • Toni

    When airlines and other businesses crack down on all customers in general, blame customers like this guy. Anybody who would accept $100 in compensation for such a thing is nothing less than a thief, in my book. I’m sorry, but that’s how I see it. I no longer travel, nor even dine out with, the folks who can’t order so much as an iced tea without requesting “extra ice” or finding fault with the extra ice when it comes and then expect a bill to be amended or a tip to be lessened. It’s cringe-inducing. Herb Kelleher once fired a customer who found a reason to write a letter (and accept a voucher or other freebie) after every flight she took. This guy needs to be fired by Continental.

  • Chris in NC

    @ Arizona,
    Should have clarified, the trivial situations was referring to domestic (lower 48 flights). I think transoceanic flights are a whole different ball of wax, with service and pricing structures quite different than a domestic (non HI, AK flight)

    With regards to the 767 downgrade to 737, there are 2 instances that came to mind, US (in the pre-HP merger days) would reposition their 767 between PHL and CLT. Likewise, DL used to fly the 767 between MCO and ATL. Both short haul flights, but if you were in first class, it was a world of difference. I also once flew a US 767 between LAX and PHL.

    I believe a 737-700 can fly the longest of the continental routes and is the aircraft that WN uses for its long haul flights. But US does not uses the 7 series. Someone correct me if I am wrong!

  • Toni

    No matter WHAT, part of travel — part of being an ADULT — is being prepared. Throw a protein bar in your bag, for Pete’s sake. Even on a trans-Atlantic or trans-Pacific flight, if you know IN ADVANCE that there’s no meal service, you can PLAN, and you should be prepared in case something (God knows what) happens and there’s NOT. So do it — PLAN. You’re not buying a meal or, boo-hoo, a SNACK. You’re buying air transportation. Can’t LIVE without IFE and are worried if it breaks? Then, good grief, BRING A BOOK. Bring a sandwich. But quit WHINING.

  • Cory Juse

    It’s amazing that he had to pursue Continental in order to get compensation. I had reservations with Air Canada a few years ago when they switched from food-included to a cash model. My tickets were purchased prior to their announcement of the change and the effective date. Their roll-out included keeping track of, and offering, free food to those who had bookings made prior to the announcement. Kudo’s to the FA’s who for months had to deal with the mess, and to AC for doing the right thing from the very start.

  • Mike Z

    @ Carver “Alas, we must read the fine print. The meals are “complimentary” That means that legally they are not included in the price of the ticket. When an attorney places that language in a contract, what that means is that the party is not obligated to continue providing that service.

    So technically the OP didn’t pay for a snack.”

    The airline said they were not including complimentary meals in their response. The OP did not say anywhere that the meal was “complimentary on his confirmation, just that there was a meal on the flight that he had paid for.

    Now, do you honestly think that he didn’t pay for his “complimentary” food in the ticket price. You are normally very bright and on point, but nothing in this world is free. We all pay for it one way or another. That meal price was absolutely built in to the ticket price. And even if it was a free meal, the airline said he was entitled to one with his purchased ticket. This would be no different than some Vegas hotel luring me to stay with them with an offer of 2 show tickets, a free meal or two, and a number of slot comps. If i book and pay, I will have used the room, but the “package” included the other benefits, even if they were “complimentary”.

    @Toni, you don’t seem to be able to grasp the concept of customer service. He wasn’t asking for the Amex gift card, it was given to him because of the poor customer service and how he was ignored along the process. That in no way makes him a “theif”. Being a theif would have meant if the CS department said “we’ll give you gift cards, how many passengers” and he said 4, all the while knowing that he only had 2 tickets.

  • Lisa

    Hello? Did no one pay attention to the fact that all Mr. Kunis wanted was the meal voucher to get the originally-included snack on his flight? He didn’t ask for or demand a $100 voucher; he just wanted the snack that now cost money on the flight. I somehow doubt he was expecting re-heated chicken and rice. I agree with everyone that airline food in economy class is awful and certainly not worth buying. I actually get more pissed off about missing blankets if I am expecting one and the plane is cold (that’s why I usually bring a sweater or jacket). But, each of us has the right to decide how we want to allocate our time and when we are ready to fight a wrong. And, Continental was WRONG not to grandfather in the people who bought tickets that included food.

  • Steve

    @Plat flyer: “And anyway, who really needs the airline to provide any sort of meal? Bring some treats on with you, along with a bottle of water, and BINGO, you can last the few hours you’re on the plane…”

    I completely agree, as long as the ticket I purchased did not promise me any sort of meal, and thus I did not pay for the meal. If I was to book a ticket that included a meal/snack, and subsequently the airline tried to tell me I wouldn’t be getting one, you bet I’d complain.

    Any time a company tries to substitute an inferior product for the product someone paid for, regardless of how minor the difference, the customer is entitled to be compensated.

  • Kevin M

    As I recall, when most of the airlines began instituting checked-bag fees, they kept careful track of the purchase date of tickets (“For tickets purchased on or after X, there will now be a fee for….”). This shows that the airlines, at least at one time, understood the concept that whatever was included (or “complimentary”, as Carver notes) in the ticket needed to be included for all tickets sold up to that point. Yes, it would have been a headache (a mild one) to track this, but it’s fair, and it’s the principle of the thing.

    If the airlines are allowed to sell you a flight that includes a snack, and then simply renege and refuse to provide the snack promised, it sends them a signal and establishes a precedent: what we put on the ticket doesn’t matter, we can change it and you’re stuck. How long before they claim that “well, the ticket said you’d fly on Monday morning, but we changed that equipment and you are bumped, so we’re flying you on Thursday afternoon, and if you don’t like it, well, no refund, no credit, no nothing”?

    The airlines – at least, most of them – have exhausted their entire supply of goodwill with the traveling public, and in my view, they ought to be held to the exact letter of the law and every term of their contracts of carriage (and the government ought to, at a minimum, mandate both minimum terms for the COC’s and substantial, mandatory fines for violations.

  • Jesse

    Sad this has to get to the higher level, but hopefully once it gets to the higher level enough times changes happen!

    Let your voice be heard!

  • Aliasbuck

    I understand everyone’s point about this being trivial and about using the nuclear option when appropriate and agree to a point.

    However, it did get me thinking about something. When bag fees were added, the airlines claimed “not many complained, so it must not be a big issue.” Each time something got taken away, the same song was sung and airlines even claim that we, the passengers, ASKED for them to charge us for food. I can’t recall anyone ever asking to be charged more for anything.

    I pay now for my bags to be carried on the plane, yet our friends at the airlines claim that if they fail to do that, I don’t get a refund – does that make any sense? Should someone have to pay for a service (be it bags, food, or whatever) and the company not be obligated to supply that service?