Polzin... was from Idaho, living in Ohio now...
I've had great experiences even when things go bad, and yes, they usually do. But I've always managed to find someone helpful to work with me, get me rebooked or at least explain the situation to me. I've gotten a ton of free stuff from them and I can't complain about free!
I've also had great experiences with Continental except when there are more than 20 people flying at a time... they can't handle mass numbers of people, especially if something goes wrong. One time 2 of their agents even had a breakdown and started crying right there when we found out our flight was cancelled! I don't know what they do to those poor ticket takers etc... but they don't do customer service well. However I do commend Continental on their decision to put in thinner seats giving more leg room and the fact that they are looking at possible profitability this year if United and U.S. Air don't bring them down first!