OnePass Upsets United on Service

Best Customer Service — Airlines, Americas · Continental OnePass

Best Customer Service by an airline program goes to Continental OnePass, unseating last year's winner, United Mileage Plus.

Continental invested heavily here. Rumor has it the Corporate Staff Vice-President personally interviews the employees who staff the elite private line.

Whatever the method, the effort is finally being recognized. Courteous people, and the authority to make an exception when a situation warrants one, are what members describe when they explain a service vote.

For Continental this was one of the major accomplishments of 1990 — a category it had no history of winning.