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Should Continental Continue to Host Events for Its Best Fliers?

By Brett Snyder | Feb 8, 2009

For more than ten years, Continental has been known for doing an excellent job with customer relations. Recently, they put together the latest version of their annual event to woo members of the FlyerTalk community, and I’m amazed at how much press this gets the airline. But should it continue?

For those in the know, FlyerTalk is where the most frequent fliers get together online to discuss the airline, and primarily the frequent flier program. Many of the people over there are Continental’s best customers, those who fly frequently on high-priced tickets, so it certainly makes sense for the airline to at least keep an eye on that community and participate when necessary.

Continental has always gone one step further with active participation and an annual event for the FlyerTalkers at headquarters in Houston. This year it involved many presentations as well as a flight around Houston for the lucky guests. But is it worth it?

Many will argue that it’s a waste of money, but it does keep management connected with the airline’s top fliers, and it makes those fliers happy. It’s hard to put an exact number on that value of that, but keeping your best customers happy is certainly very important, and it’s something other airlines haven’t quite figured out as well. Here is some coverage of the event by those who were there, so I’ll let you be the judge. By the way, the event is called a “DO” and it’s the fourth one they’ve had. (It doesn’t appear that DO stands for anything.)

The day of the DO is FINALLY HERE!!!!
DO IV mystery tour
Visiting the Company Store at the DO
Post Your DO Picture Links Here
Flat bed BF roll out schedule and displays at DO IV
Best Memory of DO IV?
Live from they Larry & Jeff Show 2009
What CO Employees think about the DO/Elites
Continental Do Update
Continental Do Update, Part 2
They really wanted to fly the 73E for us

In addition to writing BNET's travel industry blog, Brett Snyder also pens the award-winning consumer travel blog, Cranky Flier. You can follow him on Twitter under the name crankyflier.

BNET User Analysis

Web Buzz:
  • FlyerTalk.com Employee Appreciation Event

    Delta Under the Wing - 323 days 17 hours 28 minutes ago

    On Saturday, December 14, four other agents from the WorldPerks Service Center in Chisholm, MN and I attended an Elite Services employee recognition event sponsored by the FlyerTalk community. Upon arrival, we were greeted by approximately a dozen “FlyerTalkers” who were there to convey their appreciation to all the agents who take their...

  • Welcome to Star Alliance, Continental!

    Boarding Area - 9 days 7 hours 12 minutes ago

    Well, it’s official. Continental is now a part of the Star Alliance, and within minutes of the clock ticking midnight in Houston FlyerTalk’s CO Insider posted some details. They’re all worth a read, but here are some of the highlights: Expanded lounge access for Presidents Club members. Presidents Club members and up to two guests will now

  • Yahoo Promotes "Web Of Objects" Concept At Search Event

    WebProNews - 168 days 23 hours 30 minutes ago

    Yahoo sure likes names that can be shouted.  At a search event the company held yesterday, speakers focused on a "Web of objects" concept - also known as WOO - that Yahoo intends to embrace as a way of moving beyond the standard ten blue links.  The idea of killing the ten blue links should sound familiar; Google, Yahoo, and Microsoft have all...

  • Live from the X2 Community Conference

    ZDNet - 182 days 23 hours 52 minutes ago

    I’m at the X2 Development Corporation Community Conference for the next two days. It’s an annual event that our SIS vendor puts on to bring together end users (power, guru, new, and otherwise) and, not surprisingly, build community among their growing cadre of school districts. Obviously, my district uses X2 Aspen (their SIS product), so in...

  • G’Day Australia!

    Delta Under the Wing - 321 days 16 hours 43 minutes ago

    Delta’s world domination…er…global expansion continues! So today’s announcement that Delta will begin nonstop service between Los Angeles and Sydney starting in July ‘09 is probably the most exciting new service announcement of the year…for me at least. There have been whisperings and rumors of the SYD service for more than a year on...

 
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  •  
    1

    Concerned Continental Pilot

    02/08/09 | Report as spam

    Continental Pilot Union Response to Continental DO IV

    I have spent most of my morning answering emails and phone calls from pilots who, like me, are in disbelief about another corporate showing of excess yesterday. Unfortunately this one occurred here at Continental on Flights 9920 and 9921. While I have no problem with promoting our airline and rewarding our high paying passengers, taking a couple of hundred bloggers on a couple of hour long joy ride around Texas seems excessive by any standard. At this time, with this economy and with the current public attitude toward corporate greed and excess, is this really the type of activity they think will improve our bottom line? Have they not learned anything from other companies? bad press due their excesses with these types of events?

    The insensitivity is even greater with 147 pilots on furlough. I hope everyone enjoyed the reported low pass over Hobby. It is very likely that one or more of our furloughed brothers was washing or fueling airplanes directly below in order feed his family. If this is even close to being true, whoever approved this event owes our furloughed brothers and sisters an apology. They also owe every one of us who continues to work under a concessionary contract an apology.

    Worse, the concerns I have fielded from our Union pilots are not simply about the expenses of the affair, but also about the apparent lack of concern for cockpit security, for the professionalism of our pilots, our CBA, and the amount of alcohol consumed by passengers. Management should be aware that when they invite internet activists to an event, it does not take long for the pictures to be posted on the various web sites. Imagine my concern when I viewed a picture of a passenger in one of our jumpseats, in flight, wearing the captain?s hat and bragging about how much he had drunk. Further imagine my disgust that your management just inflicted an unpaid suspension on two line pilots for allowing a Flight Attendant to ride in the jumpseat. Hypocrisy is too kind a characterization of the company?s disparate conduct in these two events.

    No matter the expense of the event the perceptions of waste and excess far outweigh any possible benefits. I will be making the MEC?s concerns known to management first thing Monday morning. Each of us should encourage management to reconsider these types of events in the future. If not we will certainly do a better job of getting advance notice of time and location. Our SPSC guys would love to attend.



    Captain Jay Pierce

    CAL MEC Chairman

  •  
    2

    pilotindave

    02/09/09 | Report as spam

    RE: Should Continental Continue to Host Events for Its Best Fliers?

    If it werent for these fliers you wouldn't have a job to complain about!

  •  
    3

    elizabethrizzo

    02/11/09 | Report as spam

    RE: Should Continental Continue to Host Events for Its Best Fliers?

    Jay Pierce,

    This flight you are ranting about was operated under Part 91 and all the activites you complain about were 100 percent legal.

    I suggest you spend less time bitching and more time being a pilot...which involves at least a cursory understanding of the F.A.R.s.

    Elizabeth Rizzo

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