Continental’s recent changes are proof once again that members can influence loyalty program policy. Now, changes made at least 21 days before travel where the origin and destination remain the same are free and $75 when made 20 days or less prior to departure. These changes include changes to flights, dates, carriers and routing as long as the origin and destination remain the same. Award redeposits and changes that involve the origin or destination will remain $150. Platinum elite members continue to be exempt from change and redeposit fees.
Scott O’Leary, Managing Director, Customer Experience Continental Airlines, posted information about the changes on FlyerTalk and included the comment, “We’ve heard your feedback loud and clear, we hope you’ll agree that our new policy is both fair and competitive.” He concluded by saying, “As always, thanks for your feedback. It does make a difference.”
Continental changed its fee policy from a $35 to $50 fee for changes and redeposits (depending on elite level) to $150 for changes and redeposits for all members except Platinum in July of 2008 and these most recent changes took effect Feb. 19, 2009. The new policy allows for greater flexibility by not charging for many award ticket changes made in advance. Visit http://www.insideflyer.com/link/?1466 to read updates to OnePass. From our point of view, this is very good news for OnePass members and we applaud Continental for implementing this change.