Continental Airlines (NYSE: CAL) took top
honors in the first Customer Service Awards given by SmartMoney magazine, a
Wall Street Journal publication published by Hearst Communications and Dow
Jones & Company, in its July 2001 issue.
The Customer Service Awards identified a winner in six categories:
airlines, luxury automakers, hotels, Internet service providers, rental car
companies and wireless phone carriers. The magazine compiled the rankings
from its own research as well as industry data, such as on-time records for
The article cited Continental`s friendly employees, on-time record,
OnePass frequent flyer program and customer service response time as some of
the reasons the airline ranked at the top.
“With the overall best on-time record in the business, the airline has
managed to avoid many of the customer-service problems that arise during
delays and cancellations,” said SmartMoney.
Continental Airlines is the fifth largest airline in the U.S., offering
more than 2,200 departures daily to 133 domestic and 92 international
destinations. Operating hubs in Newark, Houston, Cleveland and Guam,
Continental (http://www.continental.com) serves more international cities than any
other U.S. carrier, including extensive service throughout the Americas,
Europe and Asia.
Continental was named the 2001 Airline of the Year by Air Transport World,
as well as the 1996 Airline of the Year, making it the only carrier to receive
this honor twice in five years. Continental is in the top quarter of Fortune
magazine`s “100 Best Companies to Work for in America,” and is ranked the
nation`s No. 1 airline in customer satisfaction for long and short-haul
flights by Frequent Flyer Magazine and J.D. Power and Associates. Continental
has received numerous awards for its BusinessFirst premium cabin (Conde Nast
Traveler, OAG, Entrepreneur and SmartMoney magazines), OnePass frequent flyer
program (InsideFlyer`s Freddie Awards) and overall operations and management