Airlines are much in the news lately-- and much of it is negative. I thought I would share something that turned out positive.

Recently, I flew on Continental Airlines. It was a quality experience. I had very gracious crew, clean plane, and an on-time flight. You can't go wrong with that!

But, I did something I hardly never do. I sent a complaint letter. It takes a lot for me to write a letter since I am on airplanes a lot and have, well, seen it all. I generally just go with the travel flow.

Anyway, here is what happened.

While I was typing away on my sweet Mac Book Pro, I looked up to see the video entertainment. The choice on the flight that day was a talk show featuring pole-dancing lessons from the Pussy Cat Dolls.

I rang my flight attendant call button, something I never do. I expressed my concern in what, I hope, was a very kind way. I explained that as the father of three daughters, I would think that Continental would not think they need to see pole dancing lessons on the screens throughout the cabin. I was pleased that the flight attendant agreed-- she gave me a card to fill out and asked me to be sure to send it in.

It was a small card so I did not have much room to write, but here is what I said:

Dear Continental Airlines,

I was surprised and disappointed to look up from my work to see the Pussy Cat Dolls giving pole dancing lessons on the in-flight entertainment. I expressed my concern to the flight attendants who agreed and asked me to fill out and send in this card.

As a father of daughters, I do not believe I should have to worry about them seeing stripper activities on all the screens of a Continental Flight.

Please change that.

Thanks.

Well, over the Christmas break I received a response from my complaint letter and I was very pleased. Since I think there are ethical concerns with reprinting someone's correspondence, I do not feel at liberty to do so. However, some key things are worth sharing.

First, they apologized and explained how this video was inadvertently included in their program. Second, they explained how they pulled the video. And, they explained how they will avoid it happening again.

I was impressed with their response and I will now be MORE likely to fly Continental.

Now, let me add, I think it is important to make such complaints when appropriate. I do not want to be "that guy" who is always complaining, but a brief and well-written letter that graciously shares concerns is worth your time and valuable for the public good.

I also know that Continental, like all companies now, uses "Google alerts" to track their comments. So, let me say to the Continental Airlines employees, "Well done and thanks for responding and fixing the issue."