GOODLAND, KANSAS -- First off it's very hard to get in touch with anyone at this school. I finally did get a hold of ** and she told me how great this school was so I decided to sign up, per our conversation I needed a Mac Book, iPad, and books which she said they supplied. I waited 2 weeks for my stuff to come. I decided to call and after numerous messages and emails for over a week I finally got in touch with her.
She then told me "financial aid won't pay for that, you have to" and I should have been prepared. Mind you, she told me she was sending this out and started my classes. I never heard anything on my financial aid so I decided to call because I'm failing my 3 classes that she started me in. A month of non-stop emails and phone calls and not one return call or email from this school.
I had to talk to people higher up and they finally made ** get a hold of me. She was upset when she talked to me like I'm the biggest hassle. She told me she would find out about my financial aid, and back to not being able to get a hold of anyone at the school. I want to switch colleges as I told her but they have my financial aid held up so I can't transfer schools.
My loans are going into default because of this school. They basically took my money and left me hanging. Nobody will help me. I wish I could sue this school for everything they have put me through. They are ruining my education and they see nothing wrong with anything they are doing. There is way more they did to me but there's only so much I can type. Test this school for yourself and you will see what I mean. I've been in a bad mood for months.
SEATTLE, WASHINGTON -- Northwest Shower Door installed a frameless glass shower enclosure in our home. The glass door was very bowed. They sent out the same installer to fix the problem. His solution was to insert two additional rubber gaskets between one hinge and the glass. When this was done, the door appeared less bowed but was still not straight. Furthermore, the hinge with the extra gaskets now looks wrong - the spacing is different from the other hinge and there is a visibly thick black edge of material showing at the edges of the hinge.
When we told Northwest Shower Door that we weren't happy with their solution, the owner of the business came to our house. He told me that if they had the manufacturer re-temper the glass it might get scratched in transit; if they made a new door, there was a good chance it wouldn't come out any better the second time. Instead of taking responsibility for fixing the problem, he just kept asking what we wanted him to do. I said we wanted him to fix things in a way we were satisfied with.
I left the room for a minute, and when I returned he had left without settling anything. I emailed the owner (Mr. **) expressing surprise that he left in the middle of our conversation. I asked whether he intended to do anything further to address the issues we had raised, but he never responded.
Later, in response to an inquiry from our credit card company, he wrote "she told him he should solve the problem. Which he did, and then he left after the conversation." That is not what happened. Northwest Shower Door installed a faulty product and did not solve the problem in an acceptable manner. Mr. ** exacerbated the situation by his rudeness, then offered an inaccurate account of what transpired.
DTW, MICHIGAN -- My daughter and a friend were flying from Detroit Metro airport to Dallas-Fort Worth, scheduled to leave on Wednesday, June 13th on flight 701 - leaving Detroit at 7:15 p.m. and arriving in Dallas at 9:07 p.m. Both children are 14 years of age. That being said, below I am outlining a series of events:
I called into NWA when looking to book these flights and I was told that as long as my daughter was 14 she did not have to be an "accompanied minor". When they arrived to check in at the airport we were told differently. They must be 15. So, we had to pay an additional $50 for them to be accompanied which is fine. They then instructed my husband, who was escorting the girls, that he would have to walk them to their gate - nothing more. They did not tell him he needed to stay with them.
He assumed NWA would look after the girls from that point on - assuming that the fee we paid would cover this. My husband safely got both girls to their gates and left. We are responsible parents, and if we would have known differently he would have stayed with them up to the boarding of the plane.
At 7:30 we get a call from our daughter that they still have not boarded the plane. Odd since the flight was to have left 15 minutes ago. Come to find out, the gate they were flying out of had been changed and no one at NWA informed our daughter and her friend of this change. What really concerns me here is that the flight leaving should have known there were (2) unaccompanied minors on this flight (we did pay for this service). However, they made no attempt to locate them or track them down.
I think any reasonable person would assume that they could possibly still be at the original departing gate, did not get notified, or realize there was a gate change and call the original gate to see if they were still there waiting. No one did. Another option would be to try to page them overhead to track them down. This did not happen either. Instead the plane left, knowing there were to be two unaccompanied minors on the plane who were not on board and then made no effort to track them down.
They are now stranded in Detroit airport. My husband then gets a phone call from a NWA representative indicating that our daughter was there at the airport and he needed to come get her. She was rude in her tone. My husband didn't understand and said, "You are calling me in Lansing, MI". I can't just come right down there and get her I'm two hours away (he needed to think of some other arrangement).
The NWA representative on the phone then stated, rudely, "If you don't come and get her then I'm calling child protective services". This is NOT the way to talk to a paying customer or handle such an unfamiliar and scary situation - especially when your child is stuck in the Detroit airport and you are 2 hours away.
My husband then asked for the NWA representatives name and she replied, "My boss will be back in soon, you can talk to him then," again my husband asked for her name, "she repeated the statement above and then HUNG UP ON HIM. Again, our main concern still is our daughter in Detroit. He calls our daughter and asks her if the woman he was just talking to was wearing a name tag and she said yes. He asked her to get the name. Her name was **. That's all we had to go on.
My husband is then instructed that he needed to fax over a letter to have the girls released to his sister and brother-in-law. My husband faxes it over and when our brother-in-law shows up he is told they cannot be released to him and that it must be the sister. So, he is calling his sister and making arrangements for her to go to the airport to get our girls. My husband calls back the brother-in-law to tell him that his sister is on the way and the brother-in-law says, "then just released them to me". This kind of like seems like "does the hand know what the foot's doing".
Since then we had to get the girls rebooked on a flight for the next day. We ask for the early flight, but told there is no room until the 12:22 flight - getting into Dallas at 2:07.
So now, we need to make arrangements for another adult to get these girls back to the Detroit airport, escort them to the gate and wait with them. This means asking someone to take the time off of work, the extra expense of gas (we have to pay out of our own pocket the gas money for the other mother to drive all the way from Lansing to Detroit and back to do this).
I then go to the Dallas-Fort Worth airport to collect their luggage. My daughter's luggage arrives, but her friend's does not. I then had to wait in a long line at the airport at 9:00 at night to track the other luggage down. As I'm talking to the representative I tell her the flight they will be coming in on (so we can make sure the luggage arrives on that flight or beforehand) and she tells me "They are not booked on the 12:22 flight, they re-booked them on the 7:15 p.m. flight for the next day".
I told her we were told it was the 12:22 flight, that I have already made arrangements down here to get off work to pick them up and now you are telling me they are scheduled again on the later flight? I did not want this - just in case circumstances got them delayed or missed their flight they could have the option of still getting on a later flight if there was availability. I then had to double check her screen to make sure this time they were booked on the correct flight. At this point, I'm very concerned how this next leg of the trip is going.
Update since 6/14/07 letter: The next day the mother who is responsible for getting the girls to the airport arrives to check them in "as unaccompanied minors" and is told she has to pay the $50 fee. She states this fee was already paid yesterday. They tell they do not have a record of this being paid. She then gets my husband on the phone and he begins to give them his credit card information again to pay another $50 fee.
The mother escorting the girls looks at one of the boarding passes and realizes that it is a receipt for "unaccompanied minors" service. She shows them the receipt. Thankfully, we had this otherwise Northwest would have charged us another $50 because they never kept a record of it.
The girls arrive in Dallas and we go to get the other luggage that never arrived the night before and it is not there. We make a claim in the lost luggage area and the lady we are talking to asks us what the suitcase looks like. She then tells us they located it in Detroit. She asked us to physically describe the contents, which we did successfully. We had a match. She made the request to have the luggage shipped up and that we would have the luggage by the afternoon the next day. The luggage never arrived. We called again to follow up on us this, and it turns out they lost the luggage AGAIN. That it was never requested and that there is no available information or status.
On 6/16 at 10:00 a.m. I call again and talk to a ** who indicates there is still no status. I tell him these girls have no clothes to wear or change into, especially since they were stranded since the previous Wed. in Detroit in the same clothes. I ask him will NWA reimburse me for any expense to go buy at least some clean underwear and maybe a pair of shorts to hold us over. He tells me "Well, you do have the $50 a day the first day and $25 each day after to cover you." I told him no one ever told me this was an option. It is now 3 days since they were stranded in Detroit and I'm just being told this?
I call back on 6/16 at 2:00 p.m. and talk to a ** and reiterate our story and tell her that I need to go get the clothes to replace for these girls. I tell her that the suitcase that was lost contained all of the clothes of one girl and ½ the clothes of the other girl. I asked her if I could get reimbursement for both girls. She puts me on hold, comes back and tells me her supervisor has approved an additional $150 dollars for replacement clothes. I asked, "is this in addition to the standard allowance of the $50 the first day and $25 each additional day?" She said "yes". I reiterated "so close to $300?" She said "yes".
I asked her if this would be documented somewhere, as I have not been having good luck with NWA and I'm concerned that if I go and spend the money I may not get reimbursed. She puts me on hold, comes back tells me her supervisor ** has made a note in the system. I then go shopping and purchase approximately $300 worth the clothes and go to the airport at 6:30 p.m. on the 16th to get reimbursement. When I show up they tell me they are only authorized to reimburse for $150, that that is standard and the most that can ever get approved.
I ask why then was I told differently and gave the names of the people I talked to. He called a supervisor over and she indicated the same, that they could only reimburse the $150 and they were not authorized to reimburse for more. I then ask them to please call the supervisor that approved it. We call the luggage 1-800 number and ask for ** the supervisor who I was told originally approved this. I get ** the supervisor (in Minnesota). I reiterate my entire story and he tells me the same. I ask him to please talk to ** as she did authorize this.
He gets back on the phone and tells me ** thought it was only for $150 that she was reimbursing, not an additional $150. I then ask the guy at the DFW luggage counter if he could trying calling Detroit and tracking down the suitcase. He calls Detroit and they locate it. He tells me he put a request in to have the luggage sent and that we should receive the next day. It never arrived. I keep calling, checking the status, and nothing. I am now frustrated and $300 in debt than before.
I call on 6/20, by this time it is over 5 days old and I was told that once it is more than 5 days they will start calling around for it. I call the customer service line for lost luggage to use the automatic tracking service, service cannot locate it and I am automatically transferred to a customer service rep.
I get a ** (located in Chisholm) and she tells me that she needs to fax me a claim form and that she will fax it over to me right away, that I can complete it, and fax it back. I ask her about getting reimbursed for replacing the clothes. I tell her again about how it is one lost suitcase, but two people's items, which means I need to replace clothing for two people.
She said that it was noted in the computer that both girls were missing clothing and that I could be reimbursed for both girls and that reimbursement is per ticketed passenger. That means $50 each the first 24 hours and then $25 for each day after for each girl. I have yet to go get reimbursed, but honestly I don't have much confidence that this is how it will play out.
The fax that ** indicates she is sending NEVER arrives. I call back and get a new customer service rep. I tell her about my previous call and that I never received the fax. She tells me she is confused because they have no way of faxing anything and that they don't handle the claim forms and they are only the backup service for lost luggage.
Frustrated, I hang up and call the other 1-800 number for luggage lost over 5 days. I get a ** (located at headquarters in Minnesota). She was the rudest by far that I have dealt with over the last few days. She gets my information, puts me on hold and comes back saying they have the suitcase in Detroit and will have it shipped to me.
As I explain to her that I've been told this before and begin to tell her my story she cuts me off and starts talking over me. I spend a ½ hour trying to give her the information; she keeps cutting me off or not listening. She tells me they only show one girl and not two girls whose clothes are missing.
They have the wrong address, the wrong phone number; I correct them. I tell her I'm frustrated and I need her to listen to me. She replies, "I don't know why you are so upset, you should just be happy that I found the bag!" I'm thinking you're kidding right??!! I should be happy after what I went through??? Not very good customer service when you can't even relate or justify my feelings or frustrations.
6/22/2007, the saga continues. My daughter and her friend were to fly out today at Noon. Because they are traveling as unaccompanied minors I had to make special arrangements for someone to take them to the airport, stay with them until their flight left, and arrange for someone to be there to pick them up. Everything was all set.
AT midnight, the night before (last night), I get a call from NWA telling me the flight is canceled! They have to put them on an early morning flight and I need to give them a commitment right then. Nice. I now have to have the girls packed, ready to fly out, and get a hold of the two people responsible for taking them to the airport and picking them up at Midnight, and the person taking them now has to be here in a matter of 6 hours.
My girls who are still awake now must finish up any unfinished packing, get to bed and be up in less than 5 hours to catch a flight. This was not a good way to end the trip. Fortunately, I was able to get the mother to re-arrange her schedule (from work) to get to the Detroit airport to pick them up 4 hours earlier than originally planned. I pray this last leg of the trip is uneventful, and just glad my time with dealing with NWA is over.
I forgot to mention. Went to the airport last night to get reimbursed for the clothes I bought. I was told I would be reimbursed $50 for "each ticketed passenger" the first day and $25 each additional day for each ticketed passenger. I reiterated on the phone that it was only one suitcase lost, but that it contained the clothes of two people. Customer service reiterated I should not have a problem as reimbursement if per ticketed passenger and not # of luggage.
I get to the airport - they will only reimbursed me $150 for one person. They tell me the policy is only a maximum of $150. So why didn't the person on the phone tell me this? Second trip to the airport to get reimbursed (more gas and time) and I'm now another $250 in the whole (their replaced clothes actually came close to $400).
Right now I don't have much confidence in NWA nor am I impressed with your customer service. When will the suitcase arrive? I have no idea? Will I ever get reimbursed for the replacement clothing? I have no idea. Right now I doubt either will happen. I don't have much confidence in NWA!
CHICAGO, ILLINOIS -- I had the misfortune of flying Northwest on my holiday trip. I travel about every other month, so I'm not a huge traveller, but I'm not a newbie to flying either. Since you asked, here is the basic outline of my nightmare. I made the mistake of booking my reservation through Expedia.com and I bought a terrible ticket. The first leg of the trip was from Chicago to Denver on December 23rd, 2006. It was just a couple of days after the blizzard, but that flight went off (almost) without a hitch. It was almost an hour late, but I blamed it on the blizzard. And like I said, I travel pretty often and flights are almost always an hour late, so I'm used to it.
The nightmare started on my return trip. I was scheduled to fly back to Chicago on December 29th, 2006. You got it, the news was predicting another blizzard to hit just as my flight was scheduled to take off. The return flight was booked on Continental, but the fine print at the bottom informed me that the flight was being operated by Northwest.
All three airlines' websites said there was a "weather waiver" which would let me rebook the flight either 24 hours before or 24 hours after the initial reservation. Here's where it all began. I called Continental, the airline that my flight was booked on, they told me to call Northwest. I called Northwest, the agent couldn't find my reservation, but I managed to get a hold of a supervisor that gave me a reservation number. She suggested I call back the next day for an update. I agreed to do that.
It was the day of my flight. My flight was scheduled to leave at 7:00 PM, just when the storm was supposed to hit. I called Northwest, as I was instructed and reached someone who demanded that I call United, since they held the initial ticket. Once again, I asked to speak to a supervisor. She very rudely informed me that "This isn't a supervisor issue." I was persistent, and again asked for a supervisor. She said, "I don't have a supervisor." and hung up on me.
I called United. I thought I had reached someone who was willing to help me until he told me it would cost nearly $700 to rebook! I called Expedia. They told me there was nothing they could do and transferred me back to United and they told me to call Continental. This runaround went on for a full four hours until I finally reached an agreeable person at Northwest. She rebooked me on a flight that was scheduled to leave at 3:15, with a layover in Detroit.
At about 3:45, we finally started boarding the 3:15 flight. After about 15 or 20 minutes of sitting on the plane, they informed us that the flight attendants had left the plane because they were flying too many hours. They had to get another crew of flight attendants from Indianapolis. They said we could rebook or fly on the very late flight and spend the night in Detroit, on them.
I went to rebook my flight, and the gate attendant told me there was a flight (my original flight) leaving Denver to Indianapolis and then to Chicago. I asked what would happen to my luggage, and she said "You'll probably have to pick it up at O'Hare tomorrow." I asked why they couldn't deliver it to me. She said, "Maybe, but we don't typically do that when it's because of acts of god." What? The flight attendants walking off the plane is an act of God? Something sounded fishy. I asked the gate attendant to pick up the phone and find out if they would deliver. She said, "No, I will not pick up the phone."
I then began to raise my voice, although I never swore or became abusive in any way. She threatened to call the police and have me escorted out of the airport. She then threatened to tear up my itinerary and make me rebook everything at full fare. Then she said "I've made your decision for you. You're going to Detroit."
The flight arrives in Detroit six hours after the scheduled arrival time. I had to spend the night in a hotel with no luggage, and nothing was open to buy toiletries and something to sleep in. The hotel was only able to provide me with toothpaste and a toothbrush.
I arrive at the gate for my flight from Detroit to Chicago. I am informed that the flight is overbooked and they were asking for volunteers to fly to Midway instead of O'Hare. I didn't drive to the airport, and I leave about equal distance from both, so I didn't mind. I did ask, however, if my luggage will be on the same flight. I was assured and reassured that they caught it in time and it would. I agreed to take that flight if they would upgrade me to first class (even though it's only about an hour long flight). The gate attendant agreed. He also informed me that the flight attendants were under contract negotiation, interesting.
The flight to Midway is delayed because, you got it, a flight attendant was running the risk of going over. I asked a flight attendant if in fact they were under contract negotiation. She confirmed it. I get to Midway, no luggage. I went to the baggage claim person. She took the info and gave me the numbers for baggage claim for both Midway and O'Hare. She also assured me that they will call me before delivering my luggage. She said I should call at about 1:00 if I don't hear from them.
Of course I didn't hear from them, so I called at about 2:00. Midway's number went straight to voicemail. O'Hare's went straight to a FULL voicemail box. I left a message on Midway's. Eventually I got a call back that said my luggage went to O'Hare and they would be calling me. I do finally get my luggage at about 8:00 that evening. Of course there was no phone call. It was just fortunate I was home. Interestingly, there was a bottle of vitamins missing.
I called Northwest's complaint line. I gave her the complete rundown. Her only response was excuses, the weather, the luggage delivery company, etc. When I mentioned that the flight attendants were in contract negotiation, she said "That doesn't have anything to do with it." She offered me either miles or a $100 voucher. I told her that anything less than a free round trip ticket would be unacceptable because I will never give Northwest another dime of my money.
This year for Christmas my 76 yr old grandmother made plans to come and visit myself, my husband and our two children for the holidays in Phoenix, AZ. Although she makes this trip from Mid-Michigan several times a year, this one was particularly special because it would be the first time she would be able to spend Christmas with her two great grandchildren ages 1.5 and 3yrs. She was due to fly on Northwest airlines next Tuesday but about two days ago the unexpected happened and she slipped on the ice in her driveway and shattered her wrist in three places.
Now not only does she have to postpone her trip for 2 weeks, undergo painful procedures to put things right again, and live for the next 6 weeks with pins sticking out of her arm, but apparently due to Northwest's "no exceptions policy" she also has to pay a $100.00 fee to change her flight dates. We thought that certainly a medical mishap such as this would be a worthy excuse to bypass such a rigid policy, especially with doctor's documentation available, but were informed by the very caring Northwest representative (note the dripping sarcasm) that they hear excuses like this all the time and would not be making any exceptions to this rule today.
Now being painfully aware that if a 76 yr old woman with a broken wrist cannot elicit enough sympathy to convince Northwest to make an exception to their rules, I fully understand that this letter will more than likely fall upon deaf ears. I still feel compelled to make my opinion known, even if only to the person who opens this letter and skims it before throwing it in the trash. I think it's absolutely despicable that in this day and age certain exceptions can't be made in light of extenuating circumstances. With airlines treating people so impersonally these days it's no wonder that they're the brunt of so many jokes.
It's moments like this that make me giggle as I think back to a conversation I had with my grandmother just a few years ago when she insisted that airline employees would be more than happy to help me if I attempted to travel with two small children. I wasn't convinced as I recounted a scene from about a year before as I had just passed through security with an 8 mos old in my arms trying to put both our shoes back (yes, his had to be checked as well) while trying not to drop him and open the stroller up with the other hand, all the while several airport employees stood idly glaring at me and impatient passengers nearly ran me over trying to get past.
Now nearly two years later it seems that I may have won my argument with her after all. Normally I would be overjoyed at the prospect of winning any argument, but it seems only sad to for me to see a woman who always expects the best out of people to be treated so shabbily and I can find little satisfaction in saying finally, "see I told you so."
I decided to Google the words Northwest Airlines and compassion at the same time and was not surprised to find several article that sounded eerily familiar to the above experience. I will attach them to the letter in the off chance that whoever reads this even makes it to the end. I highly doubt this will happen because that would require a small amount of consideration for customer, which not unlike most other big businesses these days, seems to have been passed off as a trend of the past.
In closing I would like to tell you what I don't want to and to inform you of a few new "policies" of my own. First of all I would like to say to Northwest Airlines that I would rather hear nothing at all back than a reiteration of their above-mentioned policy. I don't care what you have to say unless it's something along the lines of I'm sorry and I certainly don't want to get a letter of explanation from ** (see attached stories). Nor do I want a refund for my grandmother; in fact if I have my way I will tear her tickets to pieces and pay for her to fly another airline myself. The whole point of this argument was never really about the money in the first place.
Now to my new policies, which bring to mind an old customer service saying I once heard that goes something like "a happy customer will tell 3 people but an unhappy customer will tell 10". I promise to tell everyone about how poorly my grandmother was treated by Northwest Airlines every time the topic of air travel comes up in conversation. I promise that next time I fly back to Michigan I will drive the extra three hours to Detroit so I can fly Southwest Airlines who has always been very understanding and accommodating in the face of the unexpected.
Lastly I promise to forward this letter on to anyone who will listen. I'm sure that like my grandma's "excuse" you probably also get letters like this all the time so this is probably old news but I'm sure others will find this interesting. I hope maybe that with enough urging you will reinstitute a little bit of personal care into your customer service because when it comes right down to it all you really have is your customer relations and your reputation. Thank you.
ST. PAUL, MICHIGAN -- I am writing concerning travel that occurred on Thursday, August 20th, 2009. I booked flights for my two children, and their significant others, on Northwest Airlines on March 28th, 2009. I booked the flights far in advance to ensure that they could all attend their step-sister's wedding and all of the activities associated with the wedding in Bar Harbor, Maine.
Their Flight numbers are as follows: Thursday August 20th, 2009 Flight: NW 1178, Departs St. Louis-Lambert Int'l, MO (STL) at 10:10AM Arrives Detroit-Wayne County Int'l, MI (DTW) at 12:50PM. Thursday August 20th, 2009 Flight: NW3863, Departs Detroit-Wayne County Int'l, MI (DTW) at 1:30PM Arrives Bangor-Int'l, ME (BGR) at 3:32 PM.
The problem comes in with the airlines. Flight # NW1178 left (STL) and landed at DTW at 12:54 PM on August 20th. They were on the ground. We were tracking the flight status because we were picking them up at Bangor Int'l Airport. They had to wait to get a gate. They all four of them plus 3 additional passengers arrived at their connecting flight before the plane left and at least several minutes before the scheduled departure time. They would not let any of them board the plane.
The airline was aware that their flight was on the ground and should have ensured that all of the passengers made their connection. It was not bad weather it was no act of god, it was simple inefficiency and lack of customer care.
Instead none of them were allowed to get on the plane. There are limited options to get to Bangor, Maine.
The result was that they could not get on another flight until the next day, 24 hours and the same flight. However, Northwest Airlines did put their luggage on that flight. Now they are captive in Detroit with no luggage. Northwest said they were not responsible for paying for their hotel, and for the four of them, gave them 100.00 in Airport vouchers for food and told them that they could stay for free at the airport.
Meanwhile back in Bar Harbor, Maine. They missed a family get together on Thursday evening, August 20th. Additionally they missed the family whale watching expedition the next morning. There were two rooms reserved for them in Bar Harbor, Maine, which also were not occupied. I cannot tell you how disappointing it was to not have them arrive on schedule.
These plans were made for a long time, and we had been looking forward to having all five of our children and their spouses and significant others together for a long weekend. Our children live all over the country and it is not often that they are all together, so this was especially difficult. If bad weather had been the problem, that is something not under the control of Northwest Airlines. Ensuring passengers made their connections when the flight is on the ground is under the control of Northwest Airlines.
I made the reservations almost five months in advance yet Northwest must have given their seats to other passengers instead of allowing them to get on the plane which was still on the ground and did not depart the gate for at least 15 additional minutes. Otherwise there was no reason for them not to get on that plane as I mentioned their luggage was put on the plane so that tells you there was ample time for them to get on that plane. I expect restitution from Northwest Airlines for this total lack of basic customer service. They were not even treated kindly at the gate and were pretty much told there was nothing they could do about it.
There is something Northwest Airlines can do and that is refund the cost of the tickets. The Airline did not deliver the service that was expected and therefore I expect that at the very least. There is no price that can be put on the fact that they missed out on 24 hours of this special weekend.
Let me contrast this to an experience that My husband and I had with Northwest early on a Saturday morning, October 27th, 2007. We were flying from St. Louis to Chicago and then on to Ottawa, Canada. Our flight in St. Louis left over an hour late due to a flight attendant being ill, and they had to get a replacement for her. By the time we landed in Chicago, we only had 10 minutes to make it to another terminal across the tarmac to get to our next flight. They held the flight, when we arrived at the gate they said you must be the **. I don't understand why the same courtesy was not extended to my children. It was a much more significant trip and had lasting results.
Northwest Airlines needs to understand that this type of customer treatment and lack of care has long reaching effects. The airline should always strive to ensure that passengers make their connections if their flights are on the ground in time. There is no reason for this type of treatment. I called Customer Service and was treated rudely again, the customer service representative would not let me finish explaining my complaint. I did get upset and he hung up the phone. Distressed customer.
I work for the Federal Government and travel frequently on various airlines. I was traveling from Tampa to Nashville today and when I checked in, I was informed that my bag would have to be checked and could not be carried on the plane. This is the exact same bag that I use when traveling for the Government and I have NEVER had to check this bag.
I made the reservation on Orbitz and I feel that this is a direct result of me not using NWA as the agent. I was billed $15.00 and when I got to the gate, there were bags that were larger than mine and they were allowed to take them down the ramp. Some went on the plane while others were checked at the door of the aircraft. Piss poor customer service and rules when I know better. You are not consistent at all. I do have choices when I fly and will in the future will strive to take alternate carriers when possible.
E-mail thread about a forced baggage check on a one-way ticket bought on Orbitz. They gave me my $15 bag fee back in an electronic credit when I fly again. RIGHT, I am going to fly with you again soon. I am sadistic and love being treated like dirt. NWA is really bringing down Delta's customer service standards very quickly. Delta should have let them go belly up.
LITTLE ROCK ARKANSAS -- I would like to report my experience and concerns about what happened after Northwest flight 293 landed at 8:56pm in Little Rock, Arkansas on February 28, 2009. After waiting for our bags for more than 30 minutes I and 20-30 other passengers were told by a Northwest baggage handler at 9:40pm that there were no more bags coming. That person instructed us to go to the Northwest ticket counter to file lost baggage claims. For some reason Northwest Airlines has no lost baggage office at the Little Rock Airport.
Our large group left the baggage carousel and proceeded to the NWA ticket counter. When we got to the counter no NWA employees were present. After abut 15 minutes of waiting, many passengers grew agitated and restless, and they left the line to try to find someone to help. Some mentioned that lost baggage claims must be made before a passenger leaves the airport.
My wife left me in line and went to the Little Rock Airport customer care counter, and she asked the airport employee to page someone from Northwest Airlines to go to the ticket counter. That person spoke with someone by phone and reported to my wife that the Northwest employees “were cleaning the plane and would be at the ticket counter in about 10 minutes”. That was at 10:05pm. I was still standing in line at the Northwest ticket counter when my wife came back and told me what the airport customer care person had said. At that point we had all waited about 30 minutes for a Northwest employee to make an appearance, but no one came.
After about 45 minutes of waiting many passengers had left, but some passengers became so irritated that they went behind the Northwest ticket counter and began rifling through papers, using the computer, opening drawers, removing items and looking behind the ticket counter's baggage conveyor into a room, all in an effort to get some help or perhaps vent frustration. There were Continental and US Air ticket counter people present who had to have seen this group of people breaching security but they ignored the situation.
I felt threatened and nervous about this activity, so I asked my wife to look for airport security or the police. She left the line and walked all parts of the airport that she had access to inside and out. There was a Little Rock Police Car parked at the front of the airport but no officer was in it.
My wife finally contacted the same customer care person that she had spoken to earlier, and pleaded with her that there was a security breach and near riot going on at the NWA ticket counter and said “someone needs to get down there immediately”. The customer care person said that she would contact the airport manager again, and that he would contact the NWA employees who were cleaning the plane one more time and ask them to go to the counter.
I was the second person waiting in line that evening, and I finally left at 10:40pm after waiting in line for an hour. During that hour no NWA employees, no Little Rock police and no airport manager ever came to the counter. Some of the passengers were still rifling through things behind the counter, and one of the men when told that he might get arrested for what he was doing said that he didn't care, and that he might break everything back there before he left.
I arrived home about 11:15pm, and I tried to call NWA customer service at 1800-225-2525. I waited on hold for nearly ½ hour and finally gave up. On Sunday morning I called another number on your website (800-745-9798) where I reached a real person. I briefly explained the situation and wanted to know what to do about reporting the lost checked bag. That NWA person said that I would have to go back to the airport to fill out a lost bag claim. I asked for the telephone number for the NWA counter at Little Rock Airport and the customer service person said that she wasn't allowed to give that number to me.
I asked her to call the counter at Little Rock Airport had have someone call me. She said that she couldn't do that either. I asked her again to please help me, and she said that without a lost bag claim number there was nothing she could do. She said, “sir, I am in Minnesota. What do you think I can possibly do to help you retrieve your bag in Little Rock without a claim number?” With that remark I ended the call. I received my checked bag two days later.
I was scheduled to fly from OKC to IND on 1/28/09, but I am 26 weeks pregnant and very sick. I have a physician's note documenting that I cannot fly. On 1/27/09 I spoke to a NWA.com and reservations agent to see my best course of action to reschedule my flight. I was told that I could cancel my flight and would have until 1/28/10 to reschedule a trip. I specifically asked the reservations agent if I would lose any ticket value or pay any fees for this change. I was told by the agent that I would not. I now understand that this information was incorrect, but it is clearly what I was told.
Today I tried to rebook my flight for Feb. 5 to Feb. 12. When I search flights 6385/6104 outbound and 6284/6339 return on NWA.com, the total price of the flight is $238.90. My e-cert value is $226.89. Given what I was told by the reservations agent, I expected the cost of the ticket to be $12.01, but the cost to exchange the ticket is $1390.02.
I immediately contacted the reservations department to try to resolve the situation. I spoke to an agent and to a supervisor named **, neither were friendly or helpful. When I asked ** if I could speak to her supervisor, I was told that there was nobody higher than her within NWA that could help with this situation.
To say the least, I am extremely frustrated with this situation. I understand that the information that I was given was incorrect, but it is not my fault that I received false information. If I had been given the correct information, I would have used the weather waiver option and moved my outbound flight at no fee. I hope that you can assist me by waiving the reschedule fee to book a roundtrip between OKC and IND from Feb. 5-12. Your assistance is greatly appreciated.
JAMESTOWN ND, NORTH DAKOTA -- Women beware and men too! Northwest Tire in Jamestown ND will put unnecessary parts on your auto, overcharge you and don't fix the problem. Instead, when you take the auto back, they will tell you that you had 2 problems at same time and will try to get another $700.00 out of you. This is what happened to me.
I didn't have any problems with my car until I had my oil changed at their shop. I took my car in for a small oil leak and almost $700.00 later they never even got close to fixing the problem. Instead, they told me it was another problem and wanted another $700.00. I knew this was BS, so I took my car to another auto shop. They tightened a bolt and said when they changed the oil they didn't tighten the bolt and cleaned oil off and I have had on leaks since!!! Guess who changed oil on the car, Northwest Tire!!!