Continental Airlines Launches Industry's First Spanish-Language Speech-Activated Flight Information Service.

Business Editors & High-Tech/Travel Writers

HOUSTON--(BUSINESS WIRE)--May 10, 2001

Continental Airlines (NYSE:CAL) has launched the first Spanish-language speech-activated flight information service in the airline industry.

Spanish-speaking customers can call toll-free to 800/579-3938 to receive up-to-the minute automated flight arrival, departure or gate information for any of Continental's 2,200 daily flights -- yesterday, today or tomorrow. English-speaking customers can call 800/784-4444 for the same information.

"Spanish-speaking passengers constitute an increasing segment of Continental's customer base, both because of our role as the Number 2 U.S. air carrier to Latin America and our flights between major U.S. Hispanic population centers," said Donna Schiffert, project manager, Speech Solutions, Continental Airlines. "Our new bilingual flight information system, another example of our 'Latinization' initiative, enables Continental to offer accurate, efficient and user-friendly customer service both to Spanish- and English-speaking passengers."

Callers to the new voice-activated system do not have to remember option numbers (such as, "Press 2 for arrival times") to receive information. They also can interrupt prompts, resulting in faster response.

Mobile phone users who check flight information from the road or an airport do not have to move the phone away from their ears to access a touch-tone menu. Instead, callers who need flight information just say the flight number or the name of the arrival and departure city, and they will get an immediate response.

Continental's Latinization effort, initiated in 1997, includes Spanish-speaking flight attendants, regional cuisine and Spanish-language reading materials, TV programs and music on board. Airport service enhancements include bilingual customer service representatives and Spanish-language signage and flight information.

"Helpful and fast speech recognition systems, such as those we deployed for Continental, are more than a component of customer service -- they are a necessary tool to keep customers coming back," said Stuart R. Patterson, CEO of SpeechWorks.

As the No. 2 U.S. carrier to Latin America and the Caribbean, Continental Airlines offers more than 600 weekly flights to 20 countries and 48 cities in the region. Continental is the fifth largest airline in the U.S. Operating hubs in Newark, Houston, Cleveland and Guam, Continental (www.continental.com) serves more international cities than any other U.S. carrier, including extensive service throughout the Americas, Europe and Asia.