Continental Airlines Complaint - A Newspaper article

It's a safe assumption. And customer service agents don't have the luxury
of carrying their bitchy moods to work with them. Not if they're
professionals who take their job seriously. besides, no one is suing
anybody. She filed a complaint which was the proper thing to do--make the
incident a matter of record.

"Bryce" wrote in message
...
That's funny that she assumes it was because of her race or ethnicity.
Maybe
the attendant was just in a bitchy mood? And if that's the case now, it's
pretty sad when we can sue someone just for being in a bitchy mood.


"John B." wrote in message
om...
The Daily Texan reports on a Complaint filed against Continental
Airlines:
http://www.dailytexanonline.com/news/468874.html

COMPLAINT FILED AGAINST AIRLINE
Graduate student accuses Continental Airlines employee of making
discriminatory remarks
By Anjali Athavaley
Media Credit: Ashley Hitson

Mamta Motwani, assistant director of the Multicultural Information
Center, claims she's a victim of racial profiling.

A UT graduate student has filed a complaint against Continental
Airlines for an alleged racial profiling incident at the Los Angeles
International Airport in early September.

Mamta Motwani, Multicultural Information Center assistant director,
said a white male Continental employee made discriminatory remarks
before allowing her to board a red-eye flight from Los Angeles to
Houston Tuesday, Sept. 2.

Motwani, a 28-year-old Indian-American, said when she approached the
gate with her boarding pass around 12:40 a.m., an attendant told her
that she was cutting in line and would have go back.

Motwani said the attendant looked at her and said, "We don't cut
around here."

He spoke deliberately, enunciating his words, she said.

"I felt that he spoke to me as if I was not from here," Motwani said.

There were about 25 to 30 people standing outside the gate, she said.
However, they were waiting for their rows to be called, not standing
in line to board. Motwani, who claimed there was no line, said she
asked the crowd if they were waiting in line, and no one answered.

The attendant responded that this still did not give Motwani the right
to cut.

Motwani continued to stand in front of him, holding her boarding pass
out. The attendant ignored her and began collecting boarding passes
from surrounding passengers, she said. A few minutes later, he
accepted her pass and allowed her to board the plane.

Motwani registered an official complaint with Continental three days
later. "I felt publicly humiliated and embarrassed by the manner in
which the attendant patronizingly spoke to me," she wrote.

In the letter, she told Continental about the incident and demanded
that action be taken.

Motwani wanted Continental Airlines to hold its employees accountable
for their behavior and asked for a detailed apology from the company.

She also asked Continental if a diversity training program for
employees existed and wanted to be involved in implementing one if
there was not a program already in place.

A response from Continental manager Deborah Lewerke stated that
Continental Airlines does not "approve or tolerate unlawful
discrimination."

"If there was a line of other customers that you did not notice, our
representative should have gently directed you to the end of the line
to board in order," Lewerke wrote.

The e-mail response also said employees undergo diversity training
annually but did not offer details.

The company's Web site mentions only hiring diverse staff members and
suppliers. Julie King, a spokeswoman for Continental, did not return
calls about diversity training for airport employees Wednes-day
afternoon.

Motwani was unsatisfied with Continental's response, claiming that the
e-mail failed to offer ways to remedy the incident.

She said she was informed Monday that her allegations are now being
investigated by Judy Brown, a customer service manager for
Continental. Brown declined to comment on whether or not Continental
had tracked the employee in question. Any action taken against the
employee would not be made public because of company policy, she said.

Students and staff on campus have taken action after hearing of the
incident by writing their own letters of complaint to Continental
Airlines. Motwani said about 25 people have sent e-mails to
Continental CEO Gordon Bethune so far.

Rusty Ince, chair of the Senate of College Councils, said he had
distributed copies of Motwani's complaint and Continental's response
to about 300 students, including all senate members.

When the Continental rep said "we don't cut around here" using a
"deliberate" tone and "enunciating his words", he could have been sending a
message to the rest of the folks waiting to get on! "Around here" could
indicate here at Continental Airlines, or "here" on my watch, who knows.

I'm Irish, if he said that to me can I assume he doesn't like the Irish? I
don't think so..

Bailif, next case please!

"Bryce" wrote in message
...
That's funny that she assumes it was because of her race or ethnicity.
Maybe
the attendant was just in a bitchy mood? And if that's the case now, it's
pretty sad when we can sue someone just for being in a bitchy mood.


"John B." wrote in message
om...
The Daily Texan reports on a Complaint filed against Continental
Airlines:
http://www.dailytexanonline.com/news/468874.html

COMPLAINT FILED AGAINST AIRLINE
Graduate student accuses Continental Airlines employee of making
discriminatory remarks
By Anjali Athavaley
Media Credit: Ashley Hitson

Mamta Motwani, assistant director of the Multicultural Information
Center, claims she's a victim of racial profiling.

A UT graduate student has filed a complaint against Continental
Airlines for an alleged racial profiling incident at the Los Angeles
International Airport in early September.

Mamta Motwani, Multicultural Information Center assistant director,
said a white male Continental employee made discriminatory remarks
before allowing her to board a red-eye flight from Los Angeles to
Houston Tuesday, Sept. 2.

Motwani, a 28-year-old Indian-American, said when she approached the
gate with her boarding pass around 12:40 a.m., an attendant told her
that she was cutting in line and would have go back.

Motwani said the attendant looked at her and said, "We don't cut
around here."

He spoke deliberately, enunciating his words, she said.

"I felt that he spoke to me as if I was not from here," Motwani said.

There were about 25 to 30 people standing outside the gate, she said.
However, they were waiting for their rows to be called, not standing
in line to board. Motwani, who claimed there was no line, said she
asked the crowd if they were waiting in line, and no one answered.

The attendant responded that this still did not give Motwani the right
to cut.

Motwani continued to stand in front of him, holding her boarding pass
out. The attendant ignored her and began collecting boarding passes
from surrounding passengers, she said. A few minutes later, he
accepted her pass and allowed her to board the plane.

Motwani registered an official complaint with Continental three days
later. "I felt publicly humiliated and embarrassed by the manner in
which the attendant patronizingly spoke to me," she wrote.

In the letter, she told Continental about the incident and demanded
that action be taken.

Motwani wanted Continental Airlines to hold its employees accountable
for their behavior and asked for a detailed apology from the company.

She also asked Continental if a diversity training program for
employees existed and wanted to be involved in implementing one if
there was not a program already in place.

A response from Continental manager Deborah Lewerke stated that
Continental Airlines does not "approve or tolerate unlawful
discrimination."

"If there was a line of other customers that you did not notice, our
representative should have gently directed you to the end of the line
to board in order," Lewerke wrote.

The e-mail response also said employees undergo diversity training
annually but did not offer details.

The company's Web site mentions only hiring diverse staff members and
suppliers. Julie King, a spokeswoman for Continental, did not return
calls about diversity training for airport employees Wednes-day
afternoon.

Motwani was unsatisfied with Continental's response, claiming that the
e-mail failed to offer ways to remedy the incident.

She said she was informed Monday that her allegations are now being
investigated by Judy Brown, a customer service manager for
Continental. Brown declined to comment on whether or not Continental
had tracked the employee in question. Any action taken against the
employee would not be made public because of company policy, she said.

Students and staff on campus have taken action after hearing of the
incident by writing their own letters of complaint to Continental
Airlines. Motwani said about 25 people have sent e-mails to
Continental CEO Gordon Bethune so far.

Rusty Ince, chair of the Senate of College Councils, said he had
distributed copies of Motwani's complaint and Continental's response
to about 300 students, including all senate members.

Response:
1) What the hell does ANY of this have to do with vacationing in Las
Vegas or the Caribbean??
2) It is clear to me that this idiot (Mamta Motwani) and YOU are purely
on a muck-racking venture here. So, she was upset about what SHE
assumed was incorrect. In my opinion, she was clearly WRONG in assuming
that the agents comment was about her ethnicity. It could have easily
have been, "we don't cut around Los Angeles", or "we don't cut around
California", or "we don't cut around America". This 'victim' clearly
has her own agenda on this.
3) As evidence that this is pure 'oversenstive zealousness' on the part
of the complainer and this idiot John B, why was it so important to give
the persons 'presumed titles'?? Who cares if she is the 'assistant
director of the Multicultural Information Center' or the Grand Pubbah!!
It is irrelevenat to the facts and is cleraly offered ONLY to imply that
she is special.
4) If this person is the 'director of the Multicultural Information
Center', they clearly need to replace her. She is clearly has a problem
recognizing true multitcultural issues... or understanding them.
5) And finally, I hope that Continental Airlines sues the crap out of
you for your obvious intent to defame them by posting this useless and
inane crap clearly by posting it to travel newsgroups.... obviously with
the intent to cause them damage and/or to bolster support for her
imaginary affront.

Anjali Athavaley and Mamta Motwani are both embarassments to the
responsible and reasonable Indian culture and citizens in America.

Now, with all that out of the way.... who wants to have first chance to
beat the crap out this idiot????

Have a wonderful day!!


John B. wrote:
The Daily Texan reports on a Complaint filed against Continental
Airlines:
http://www.dailytexanonline.com/news/468874.html

COMPLAINT FILED AGAINST AIRLINE
Graduate student accuses Continental Airlines employee of making
discriminatory remarks
By Anjali Athavaley
Media Credit: Ashley Hitson

Mamta Motwani, assistant director of the Multicultural Information
Center, claims she's a victim of racial profiling.

A UT graduate student has filed a complaint against Continental
Airlines for an alleged racial profiling incident at the Los Angeles
International Airport in early September.

Mamta Motwani, Multicultural Information Center assistant director,
said a white male Continental employee made discriminatory remarks
before allowing her to board a red-eye flight from Los Angeles to
Houston Tuesday, Sept. 2.

Motwani, a 28-year-old Indian-American, said when she approached the
gate with her boarding pass around 12:40 a.m., an attendant told her
that she was cutting in line and would have go back.

Motwani said the attendant looked at her and said, "We don't cut
around here."

He spoke deliberately, enunciating his words, she said.

"I felt that he spoke to me as if I was not from here," Motwani said.

There were about 25 to 30 people standing outside the gate, she said.
However, they were waiting for their rows to be called, not standing
in line to board. Motwani, who claimed there was no line, said she
asked the crowd if they were waiting in line, and no one answered.

The attendant responded that this still did not give Motwani the right
to cut.

Motwani continued to stand in front of him, holding her boarding pass
out. The attendant ignored her and began collecting boarding passes
from surrounding passengers, she said. A few minutes later, he
accepted her pass and allowed her to board the plane.

Motwani registered an official complaint with Continental three days
later. "I felt publicly humiliated and embarrassed by the manner in
which the attendant patronizingly spoke to me," she wrote.

In the letter, she told Continental about the incident and demanded
that action be taken.

Motwani wanted Continental Airlines to hold its employees accountable
for their behavior and asked for a detailed apology from the company.

She also asked Continental if a diversity training program for
employees existed and wanted to be involved in implementing one if
there was not a program already in place.

A response from Continental manager Deborah Lewerke stated that
Continental Airlines does not "approve or tolerate unlawful
discrimination."

"If there was a line of other customers that you did not notice, our
representative should have gently directed you to the end of the line
to board in order," Lewerke wrote.

The e-mail response also said employees undergo diversity training
annually but did not offer details.

The company's Web site mentions only hiring diverse staff members and
suppliers. Julie King, a spokeswoman for Continental, did not return
calls about diversity training for airport employees Wednes-day
afternoon.

Motwani was unsatisfied with Continental's response, claiming that the
e-mail failed to offer ways to remedy the incident.

She said she was informed Monday that her allegations are now being
investigated by Judy Brown, a customer service manager for
Continental. Brown declined to comment on whether or not Continental
had tracked the employee in question. Any action taken against the
employee would not be made public because of company policy, she said.

Students and staff on campus have taken action after hearing of the
incident by writing their own letters of complaint to Continental
Airlines. Motwani said about 25 people have sent e-mails to
Continental CEO Gordon Bethune so far.

Rusty Ince, chair of the Senate of College Councils, said he had
distributed copies of Motwani's complaint and Continental's response
to about 300 students, including all senate members.

"John B." wrote in message
om...
The Daily Texan reports on a Complaint filed against Continental
Airlines:

Sounds like an attendant who was having a "less than perfect" day ran into
someone who was waiting to be offended.

Response:
1) What the hell does ANY of this have to do with vacationing in Las
Vegas or the Caribbean??

2) It is clear to me that this idiot (Mamta Motwani) and YOU are purely
on a muck-racking venture here. So, she was upset about what SHE
assumed was incorrect. Who cares?? In my opinion, she was clearly
WRONG in assuming that the agents comment was about her ethnicity. It
could have easily have been, "we don't cut around Los Angeles", or "we
don't cut around California", or "we don't cut around America". This
'victim' clearly has her own agenda on this.
3) As evidence that this is pure 'oversensitive zealousness' on the part
of the complainer and this idiot 'John B', why was it so important to
give the persons 'presumed titles'?? Who cares if she is the 'assistant
director of the Multicultural Information Center' or the Grand Pubbah!!
It is irrelevent to the facts and is clearly offered ONLY to imply that
she is special or has 'special status'.
4) If this person is the 'director of the Multicultural Information
Center', they clearly need to replace her. She clearly has a problem
recognizing true multicultural issues... or understanding them.
5) And finally, I hope that Continental Airlines sues the crap out of
you for your obvious attempt to defame them by posting this useless and
inane crap to travel newsgroups.... obviously with the intent to cause
them damage and/or to bolster support for her imaginary affront.

Anjali Athavaley and Mamta Motwani are both embarassments to the
responsible and reasonable Indian culture and citizens in America.

Now, with all that out of the way.... who wants to have first chance to
beat the crap out this idiot????

Have a wonderful day!!

More wasted court time and tax payer money. Any lawyer that takes this
case should be immediately disbarred.


TFK

I'm a relatively clean cut white male and used to frequently travel in a
business suit. Many times I was treated the same way - accused of
everything from having a fradulently obtained ticket, to being a terrorist,
to trying to go in before I was supposed to. I didn't even think of suing,
but over time I made a major effort to avoid air travel like the plague.


"TFK" wrote in message
om...
More wasted court time and tax payer money. Any lawyer that takes this
case should be immediately disbarred.


TFK

I guess the key word is 'relatively'

"Peter Gottlieb" wrote in message
news
I'm a relatively clean cut white male and used to frequently travel in a
business suit. Many times I was treated the same way - accused of
everything from having a fradulently obtained ticket, to being a
terrorist,
to trying to go in before I was supposed to. I didn't even think of
suing,
but over time I made a major effort to avoid air travel like the plague.


"TFK" wrote in message
om...
More wasted court time and tax payer money. Any lawyer that takes this
case should be immediately disbarred.


TFK

"TFK" wrote in message
om...
More wasted court time and tax payer money. Any lawyer that takes this
case should be immediately disbarred.


TFK
What I don't understand is why did 25 other people sent e-mails to the CEO
of Continental? Were they there? No. So why should their point of view be
of any concern to him.

Jerry

What's more signifigant is that out of 300 people who received the "report"
on the incident, only 25 sent emails complaining. The other 275 were smart
enough to recognized it was BS amd circular filed it. Maybe there's hope for
the species.

"Jerry P" wrote in message
om...

"TFK" wrote in message
om...
More wasted court time and tax payer money. Any lawyer that takes this
case should be immediately disbarred.


TFK
What I don't understand is why did 25 other people sent e-mails to the CEO
of Continental? Were they there? No. So why should their point of view be
of any concern to him.

Jerry