First-Class Gripes Warrant Refunds, Continental Says

Continental Airlines, in an effort to win back business travelers who have deserted it because of its past reputation for poor service, said Tuesday that it will refund $100 to $200 to travelers in first class who are dissatisfied with any aspect of the service.

Martin R. Shugrue, president of the airline, said at a news conference here that first-class passengers could invoke the service guarantee if the meal is not to their liking, if the flight is delayed or for any other reason.

Only people in first class--those who have paid first-class fares or those who have been upgraded after buying full-fare coach tickets--will be eligible for the refunds. Since January, Continental has allowed full-fare coach passengers to fly first class if seats are available.

The guaranteed refunds will be paid between Sept. 19 and Oct. 31, but the program might be extended, Shugrue said.

He added that no questions will be asked and that passengers will get the refunds for anything “from an air traffic delay to if they did not like the color of the hair of the pilot.” But he said he hopes that passengers will be “understanding” in cases such as delays that the airline is unable to control.

Continental also said it is introducing a one-way fare of $79 on any domestic flight for companions flying with passengers on deep discount Maxsaver fares. It also cut fares between 38 cities and its Denver hub and said it is launching a low-fare shuttle between Newark, N.J., and Buffalo, N.Y., a major gateway to Canada. A new discount fare program for senior citizens was also announced.