Continental Makes It Easy

I usually fly on Continental Airlines and have had mostly pleasant experiences. However, I’ve never made use of any of their “email me my boarding pass” feature before. I’ve always gone onto their web site about 24 hours before my flight is expected to depart, logged on, and then printed the boarding pass. Not terribly convenient, but also not terribly inconvenient, either. The “email boarding pass” feature, though, is incredibly convenient.

The feature isn’t complex whatsoever – all it does is email you a PDF version of your boarding pass 24 hours before the flight is scheduled to department. It does the exact same thing you do on the web site, but it does it for you. It saves the passenger a step and lets them get the boarding pass as soon as it is available right in their email. It also makes it less of a hassle to remember, since

Continental’s web site developers were obviously thinking of customer convenience when they designed this simple feature. It is a small thing that helps solve two fairly common inconveniences. I’m not sure if other airlines do this (I’m sure some do), but it does make things easier.  It’s a typical example of customer service using features. And it sure can make a difference. It is just a matter of thinking of the little things that can make a difference in the customer service experience.

One Response to “Continental Makes It Easy”

  1. Service Untitled» Blog Archive » Tighten your belt on Continental said:

    Mar 16, 10 at 3:31 pm

    […] is customer service and the reputation that Continental Airlines vies to uphold with their Customer First Plan affected […]