<<Disclaimer: Verify this information before applying it to your situation.>>

Sent:    Monday, June 18, 2001

To:    Continental Airlines <[log in to unmask]>
Subject:    Continental Questionnaire (Form submission)
Subject: Gluten-free meal

When I bought my ticket on-line, I was asked if I had dietary restrictions.
I indicated "gluten-free" (one of the options offered), because I suffer
from celiac disease, a gluten intolerance that can be life-threatening.
"Gluten-free" means NO WHEAT. On the flight, I was offered a snack -- a
SANDWICH! I asked about my gluten-free request, and they brought me a
different snack -- another SANDWICH! I asked the flight attendant about
this, and she had no idea what "gluten-free" meant and said she had no
indication that I had requested such a meal.

My question: why bother to ask customers if they want "gluten-free" meals if
you have no intention of honoring such requests?

Regards


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From: "Tapong, Estella" <[log in to unmask]>
Date: Thu, 28 Jun 2001
Subject: coair reply

Thank you for taking the time to contact us regarding your recent
Continental flight.  I apologize for the inconvenience we caused regarding
your gluten free meal.

Please know that this kind of service failure is certainly not acceptable
for Continental Airlines.  I forwarded a copy of your comments to our
Director of Dining Services for review and corrective measures taken.

You are a valued customer, and we appreciate your support and look forward
to serving your future travel needs.

Sincerely,
Estella Tapong, Manager
Customer Care Department