Review: Undercover Boss, Baja Fresh

Last night I watched an episode of Undercover Boss, the one where the CEO of Baja Fresh went out and made a fool of himself on the front line of his restaurant chain. That’s what is supposed to happen, though, as we’ve seen the formulaic show policy of thoroughly embarrassing corporate CEOs. This time, though, the show had the unusual effect of actually making me never want to go to a Baja Fresh restaurant ever again. 

Open Letter to Continental Airlines

I need to write to describe my increasing displeasure with Continental’s merger with United as it relates to declining customer experience. For years I have promoted Continental’s exemplary customer service and stellar commitment to rewarding loyalty, and have deliberately shifted all of my business to Continental. In 3 of the past 4 years I have achieved Silver or Gold Elite, and so I have come to expect a certain exchange of value with Continental: you treat me well, I use your service.

During the course of the transition this treatment has declined to the point where on my last flight I was livid.